Complaints

This profile includes complaints for Kate Quinn Organics, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Kate Quinn Organics, Inc.

  16531 13th Ave W Ste A102 Lynnwood, WA 98037

• 

  Kate Quinn Organics, Inc.

  15000 Woodinville Redmond Rd Bldg B Ste 900 Woodinville, WA 98072

• 

  Kate Quinn Organics, Inc.

  17624 15th Ave SE Ste 105A Bothell, WA 98012-5100

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on October 1, 2023. Today is October 11, 2023 and the order has not processed for shipment. I emailed several days ago requesting a cancellation, and I was assured the order would ship. Three days later, the order still has not shipped and I requested another cancellation. I was told that the order could not be cancelled once "completed." The order isn't "complete" because it never shipped. I want a refund immediately.

  Business Response

  Date: 10/12/2023

  Hello,

  We have communicated to ****** that our current shipping timeframe is **** business days from purchase. She purchased an order on October 2nd and emailed us on October 8th about where her order was.  We explained and quoted our shipping policy and timeline. We have since honored her request to cancel and have refunded her back to the original form of payment. See attached correspondence. We do hope that ****** is satisfied with her refund. And are very sorry this experience was unpleasant for her. 

  Customer Answer

  Date: 10/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company will not issue a refund even though I've been a loyal customer for a while now. In this case, my sons school cannot accept this company's version of black as the company's black is faded/more like navy. I don't have extra money to keep in their pockets to then go and buy more uniform pieces for my son. Anyone would feel the same way. They are insisting on only giving me store credit and I didn't want to tell her the items I received previously are bad quality and the way she's treating me now I cannot shop with them again. I just want my money back.

  Customer Answer

  Date: 08/11/2023

  I wouldn't be fighting this thus far if we weren't struggling. Are drop shippers allowed to show perfect pictures in their ads and then send me poor quality items that have pills and wear spots on them before they're washed or worn? They were also NOT the same as the color shown in the ads! Is the BBB biased against customers when unjust treatment is occurring they cannot do anything about? Whether it's the customer or the merchant, both must be considered and not shut down at first response from the business. Kindly look for yourself if others in your records have made complaints about these ppl. I have kept many items from these ppl in the past that tore after the first wash or two, out of good faith in these ppl, because I feel everyone deserves a chance to do better in the future. Every item I bought before except two black joggers looked horribly pilled and badly used as if I'd had them for years after the first wash. I purchased these "black" items for uniforms because I was so happy with the two pairs of joggers in the past. How would I know the quality of these were this terrible? I can't possibly be the only one complaining about these drop shippers. Kind ppl of BBB, please assist me in allowing these ppl to understand I can buy food with this money these clothes are tying up. I cannot afford to have clothes my son cannot wear sitting in his drawers. Some ppl may have that luxury but we are struggling severely.

  Customer Answer

  Date: 08/11/2023

  Above the order I am disputing the quality/value of and just want a refund from us the top order from July 9 for $51.30. You can see my order history and how I've never complained before. Thank you kindly.

  Business Response

  Date: 08/15/2023

  Hello,

  Our return policy states that we issue store credit only for returns. Our policy can be found here:

  *********************************************************

  The customer did receive items that were black. They were from different collections so they were slightly different shades of black, but we did send the correct items. We apologize for any frustration this has caused, but do need to follow our store return policy. 

  Customer Answer

  Date: 08/16/2023

  Yes she said the same to me. The thing is the school won't accept this shade of black which looks navy blue/midnight blue. It is not because they are "different" than the other pieces she mailed to me. One piece out of all of them was the right shade because it was a true black. It was a different pattern all together than the other pieces so as it's from another collection is why it was a true black that the school accepted. When I wants to return something it's not deceit it truly means I cannot use it. I have ordered from these same ppl a few times before and never disputed even though the quality was so-so, but I was able to use them. This one time I cannot use the clothes. I don't understand why it's unreasonable to return them for the price I paid. Please assist me this once. I'm not returning the one pair of pants and two piece outfit because I can use them. Just returning the pieces that are off-color. Thank you both so much once again.

  Customer Answer

  Date: 08/24/2023

  As **** Quinn refuses to acknowledge and/or make right this issue, I've concluded I've been ripped off. They're withholding hard-earned money that took me half a day of work to earn, and that I could have used for different uniforms or groceries to feed my family. I certainly will not be shopping with them again as they have proved to not care who they hurt as long as their pockets are lined with my money for low quality products. I feel burned and deceived.

  Business Response

  Date: 09/22/2023

  We have come to an mutual agreement that we will in fact refund *********************** upon her returning the items back to **. Per ****. 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order on June 28th and it said it arrived on July 8th. However, I never received it. I contacted **** Quinn on July 10th and they still havent offered a refund or a replacement order. I have sent multiple follow up emails and havent received an updated response.

  Business Response

  Date: 07/20/2023

  This customer did place an order with us on June 28th. Her order was shipped out via DHL and marked Delivered in/at mailbox on July 8th at 1:26pm. Here is the link for tracking: **********************************************************************************************

  Our website does have a policy on packages marked delivered by the shipping carrier which can be found here: ***************************************************

  "**** Quinn is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, **** Quinn will confirm delivery to the provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate. "

  She did write into us on July 10th and we responded to her on July 11th and have been in contact with her on the next steps for a missing package. We entered a missing package claim with the carrier on her behalf on July 17th which could take up to 3 days to get a response on her package delivery details. Today is the 2nd day since that claim has been opened with the carrier. If the carrier does come back and state they delivered the package to the wrong location, we will gladly issue a refund. However, the claim hasn't even been closed yet. Once the claim is closed with their response, we will proceed with next steps on assisting the customer in this case. We have been in contact with her and have also relayed this same information to her twice. 

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible customer service and company in general. I made an order for swimsuits on 5/24. They sneakily hid that TAT was 20 business days somewhere on the website. On the top header that they dont ever change it just says longer than usual. This was a seasonal item, and they refused to answer any questions until 5pm on the 20th business day (6/23). They gave options and said the order would be bumped and shipped early next week with the thing that were available. At the end of (6/27) my order still hadnt shipped despite being told it would be shipped that day and was being worked on. This company had a presale without advertising as such and sat in our money for a month to still not ship the items I bought within the timeframe because they didnt have them. Due to their shady practices I decided I did not want to further support them, and asked to cancel my outstanding order. I was told I could return it for store credit. I dont not want store credit. I want my money back from this deceptive company.

  Business Response

  Date: 07/05/2023

  Hello,

  When we launched our swim collection, we let our customers know that fulfillment times would be longer than normal due to previous high volume launches. When we began to fulfill the swim orders, we came across an operational delay. When this happened, we gave customers the following options:

  1. Continue waiting for the order.

  2. Ship what is available now and the rest once it is ready to go.

  3. Ship what we have now, refund the items that are not ready.

  4. Cancel order

  Customers were aware of the long fulfillment times and when we launched and given options as soon as we knew we would go past the promised fulfillment times. 

  For any other orders, if we are still within the promised fulfillment time, our order policy states:

  ORDER CANCELLATION & CHANGES
  Once your order is placed, it is sent immediately to our fulfillment center, and we are unable to make changes or cancellations to placed orders for any reason. You may return your order for store credit as soon as you receive it (in its original packaging).

  *********************************************************

  The customer did not add their last name to this complaint and the email the complaint was sent from is not in our system so we are not able to look up any further information. We are happy to look into this more if the customer is able to provide their email, last name, and order number.

• Initial Complaint

  Date:06/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was marked delivered but was not. I was expected to jump through hoops and told i would be refunded and then told no i was not. I wasted $125.19 on nothing. This business is a scam. My order is KQ2466043

  Business Response

  Date: 06/21/2023

  Hello,

  This order was placed on 5/11/2023 and fulfilled May 19th, 2023. The tracking states the package was successfully delivered on 5/22/2023. The customer reached out on 5/30/2023 stating they had not received their order. When an order is marked delivered but the customer has not received it, the first step is to file a claim with the carrier. The customer did file a claim and **** rejected it. They said the package was delivered to the correct address.

  Our lost package policy states:

  LOST OR STOLEN PACKAGES
  **** Quinn is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, **** Quinn will confirm delivery to the provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate. 

  ***************************************************

  A refund or credit was never promised to this customer. 

  The customer previously claimed another order was lost or stolen in July 2022. As a courtesy we issued a one time gift card so they could re-order. They filed a chargeback on that order so they received their money back plus a store credit in the amount paid. 

  Since the tracking on the order states it was successfully delivered and **** also says the package was delivered, we are not able to issue a refund for this order.

  We have attached a screenshot of the conversation with the customer showing they were never told we would issue a refund and were shown our lost package policy.

   

• Initial Complaint

  Date:05/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely horrible customer service. No where on the website does it state orders take ***** days to PROCESS plus shipping time. I ordered yesterday 5/4 and messaged today about having the order here for 5/17 the night before our trip. I received a text message back over 3 hours later stating the order takes ***** days to process plus shipping. I asked to cancel since this is not shared to the customer online and they declined. Looks like a chargeback is warranted. Not informing customers of your processing policies is unacceptable. I took screen shots of the current website for my credit card company. I did ask multiple times for this exception given the lack of communication to the customer. Very sad this is seen as appropriate business ethics.I have screen shots of all communication.

  Business Response

  Date: 05/09/2023

  Hello,

  This order was placed on May 4th, 2023. At the time the order was placed, our fulfillment times were listed at ***** business days. Our store order policy states:

  ORDER CANCELLATION & CHANGES
  Once your order is placed, it is sent immediately to our fulfillment center, and we are unable to make changes or cancellations to placed orders for any reason. You may return your order for store credit as soon as you receive it (in its original packaging).

  The policy can be found on our orders and returns page here: *********************************************************

  The policy can also be easily located under the Help section on our website so customers are able to view our policy before placing an order. 

  The customer did reach out asking to cancel. We explained that we did need to follow our store order policy and sent links to more information about why we were not able to cancel. We also let her know she was welcome to return anything that does not work for her. The customers order has already shipped out. USPS: 420920219261290336140900676314.

  We apologize for any frustration this has caused for the customer, but do have to stick to our store order policy which is stated on our website. 

   

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worst online shopping experience Ive ever had. The first thing you see when you hit check out, is express checkout. I selected PayPal, then reviewed my billing and shipping address. I pressed to confirm that info only. That was it! But my order was submitted. There wasnt an option to enter a discount code or even to review my purchase. I always review purchases before buying things. EVERY other site that goes through PayPal, either lets you enter a discount code and review before or after, this company does not. I DID reach out within the ridiculously short ten minute window. I tried to cancel the order, but was told they do not accept cancelations. Its days later and theres no update on my order. They only accept returns for store credit. Oh, and I still have not received a discount. An employee says I missed the spot for the discount and have to hit apply (like I dont know that lol) Update-The employee confirmed if you select express checkout you cant use a discount code.really?! I was lectured about the 10 minutes, even though I made the window and credited back $6 but have no other info on that. Judging from other complaints and their own policies, this problem is a common occurrence. Most businesses want repeat customers, but this one obviously doesnt.

  Business Response

  Date: 04/27/2023

  Hello,

  The customer placed the order with PayPal Express. When this option is selected at checkout, it skips the shopping cart process in order to quickly check out from the product page. If a customer would like to apply a coupon, they would need to go through their shopping cart in order to enter a code. Here is a link to more information regarding accelerated checkouts with store who use Shopify.

  *****************************************************************

  The customer reached out to us asking to cancel because she was not able to apply a coupon code. We kindly explained why this happened and how to prevent this from happening in the future. We also made an exception and retroactively applied the coupon for her. We have attached a screenshot showing the customer already been taken care of and refunded. 

  Our order placement policy states:

  Once your order is placed, it is sent immediately to our fulfillment center, and we are unable to make changes or cancellations to placed orders for any reason. You may return your order for store credit as soon as you receive it (in its original packaging).

  *********************************************************

  At the time the order was placed, fulfillment times were listed at 3-6 business days. The customer placed the order on 4/23/2023. It will be fulfilled by the end of the business day on 5/1/2023. 

  If the customer has any further questions regarding our order policies and help with checking out, we are happy to help!

   

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is running a deal with an active code HALFOFF. I applied the code and was quoted the correct price of just over half less than I was charged as some of the items I ordered didnt qualify for that code. The company has acknowledged that the code is correct but because I did not reach out to them within 10 minutes, which is absurd, they refuse to fix anything. My bank account did not post the charge and I did not receive an email to my main inbox due to spam filters so I didnt know that they had over charged me until a day later when I immediately reached out. This company knows theyre s******* their customers over and continues to do so anyways.

  Business Response

  Date: 03/22/2023

  Hello,

  The customer placed the order on March 18th, 2023 at 6:30pm PST. They reached out to customer service on March 20th, 2023 at ******* PST.

  Our promotional discount policy states:

  If you have trouble applying a promotional discount code to your order before check out, please reach out to customer service team at ******************************** within 10 minutes of your purchase. Be sure to include your order number and the code you were trying to apply. We will do our best to accommodate these requests. Requests made after the first 10 minutes of placing an order will not be accommodated. This policy applies to orders placed 12/14/2022 and forward. We are not able to retroactively apply discount codes to orders previous of 12/14/2022.

  Promotional offers may not be combined
  Only one discount code is allowed per order
  Loyalty Reward Codes and Promotional Discount Codes cannot be combined.

  When a customer places an order, the total amount and any coupon codes applied can be viewed before selecting "pay now". The customer was sent an email confirmation right after the order was placed. This order was also paid for by a 3rd party app called Shop Pay. Customers are able to view their orders immediately on this app.

  Due to the time the customer reached out, we were not able to accommodate this request and need to stick to our policy which can be found here:

  *********************************************************

  The customer is welcome to return anything that does not work for them for store credit. 

  We apologize for any frustration this has caused and do encourage our customers to review our order policies before placing and order with our company.

  Thank you!

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19629607
  
  I am rejecting this response because: the email confirmation they attached was sent through spam, and their website showed the correct amount before paying so there should be no reason customers have to check multiple times and jump through so many hoops just to get an order. The company website had a malfunction, the company is responsible for that and is refusing to take responsibility. **** Quinn is effectively stealing money and they need to be addressed and stopped.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/28/2023

  Hello,

  We are once again very sorry to hear the customer had trouble applying the code to their order. Our promotional discount policy states:

  If you have trouble applying a promotional discount code to your order before check out, please reach out to customer service team at ******************************** within 10 minutes of your purchase. Be sure to include your order number and the code you were trying to apply. We will do our best to accommodate these requests. Requests made after the first 10 minutes of placing an order will not be accommodated. This policy applies to orders placed 12/14/2022 and forward. We are not able to retroactively apply discount codes to orders previous of 12/14/2022.
  Promotional offers may not be combined
  Only one discount code is allowed per order
  Loyalty Reward Codes and Promotional Discount Codes cannot be combined.

  *********************************************************

   

  The customer placed their order on 3/18/23 at ****** PST. They did not reach out to us until two days later on 3/20/2023. Email confirmation was sent to the customer right after the order was placed. The order was purchased with Shop Pay which is an app where the customer is able to view their order right away and they are also always able to sign into their account on our website to view their order. We apologize for any frustration this has caused, but do need to stick to our promotional discount policy. 

   

• Initial Complaint

  Date:01/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several items from **** Quinn totaling to about 100 dollars on November 9th, 2022. I still had not received my order by the end of December. Im the past, theyve taken a long time to deliver so I figured it was delayed. I then decided to reach out to customer service with an update. They stated, that the order has been delivered and attached a link to file a claim with ***** I then asked if they could re-ship or just refund because it appears that it was never delivered. ************ Quinn, they are not responsible for items getting lost in the mail. I then proceeded to file a claim with **** that requires several documents that only the shipper would have. I reached out again and advised them that I was unable to file a claim. They responded that I would need to file a claim. They did not provide any support or guidance as to how I am supposed to do that without all of the needed information. Overall, my primary concern is what if I order an even larger order? Would I be out several hundred dollars and no assurance that my package will be delivered. Its bad business to not have a policy to assist customers when issues arise.

  Business Response

  Date: 01/06/2023

  Hello,

   

  This order was placed on 11/9/22 and fulfilled 11/10/22. The package was successfully delivered to the customers mailbox on 11/12/22. The customer did not reach out until 12/26/22 stating they had not received their order.

   

  Our company is not responsible for lost or stolen packages, but we are always happy to assist with filing a claim. ***************************************************

   

  We provided the customer information in two separate messages on how to submit a claim. The main information the customer needs to file a claim is tracking, amount, and addresses which we were more than happy to help with. 

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got overcharged. I went back to my cart to delete an item. Then submitted the order. The coupon code came off when i went back. I did not notice and submitted the order without the code. The code was valid at the time and is still valid. They also would not let me cancel my order. I emailed customer service and they refused to price adjust the order. Essentially stealing money from me. Now the company is deleting my comments.

  Business Response

  Date: 12/22/2022

  Hello,
  
  This customer placed an order on December 15th, 2022 at 8:16pm PST and reached out to us on December 19th, 2022 at 11:03am PST letting us know they forgot to add a coupon code to their order.
  
  Our promotional discount policy states:
  
  If you have trouble applying a promotional discount code to your order before check out, please reach out to customer service team at ******************************** within 10 minutes of your purchase. Be sure to include your order number and the code you were trying to apply. We will do our best to accommodate these requests. Requests made after the first 10 minutes of placing an order will not be accommodated. This policy applies to orders placed 12/14/2022 and forward. We are not able to retroactively apply discount codes to orders previous of 12/14/2022.
  
  Promotional offers may not be combined
  Only one discount code is allowed per order
  Loyalty Reward Codes and Promotional Discount Codes cannot be combined.
  
  *******************************************************
  
  The customer did not reach out to us within 10 minutes of the order being placed so due to our policy, we are unable to apply the code. We did let the customer know they could return for store credit, which is stated under our return policy. The customer was not overcharged. We also saw the customer was upset on social media and reached out on December 22nd to reiterate our store policy and to let them know if they have any further questions, they are always welcome to reach out to customer service.
  
  The screenshot submitted from the customer is an order summary, timestamped at 7:45, and does not show what day the screenshot was taken. It is not an order that was placed and does not show items purchased. 
  
  We have provided links to our store order policy and also attached a screenshot of the policy. 

   

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18625565
  
  I am rejecting this response because:this is how much I should have been charged. The error was a result of their website. The businesss practice they are participating in is theft. 
  
  Sincerely,
  
  *************************