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:12/17/2022

  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.

  On December 15th 2022, around 8:30 PM, my wife was online and was going to check out the sale items on ************ Quinn website. She had a cart with items that she had previously added, about a month or two prior. Upon opening the page, she saw the cart with the existing items, the discount code that was previously applied in a prior session - DEC40, and the page then refreshed on its own. After refreshing, it immediately went to the Thank you for your order page. This must be a horrendous glitch as I have seen people having the same thing happen to them. My wife did not input any codes, add any items, or select checkout, or press any buttons on the page. This glitch caused the whole cart to be purchased, which was a total of $366.22. This is an astronimical amount of money. After seeing the glitched purchase she immediately contacted customer service and they told her about the policy of not being able to cancel the items. This is a terrible business practice, as this was a glitch in the website and was not an authorized purchase. After asking several times to make it right, she was only referred to the policy every single time. **** Quinn is esentially stealing our money. It was an unauthorized purchase and they will not offer any sort of reparation. We are being forced to purchase clothes that we didn't even necessarily want, and being forced to return them for "Store credit" at our own expense when we indeed return them.

  Business Response

  Date: 12/19/2022

  Hello,

  
  We are sorry to hear this customer had an issue when placing their order! We have looked into this order and were not able to find a glitch.When a customer uses Shop Pay as a form of payment, they are sent a code confirming they are the ones placing the purchase. Refreshing a shopping cart will not cause an order to be placed.

  
  The customer did reach out to us asking to cancel their order. Due to our order placement policy, we are unable to make changes or cancellations for any reason. It is also stated under our return policy that we will issue store credit for returns. The customer is welcome to return any items that do not work for them for store credit.

  
  We apologize for any frustration this has caused but do need to follow our store policies. If the customer would like to return anything for store credit, we are happy to assist with the returns process.

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

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18604217
  
  I am rejecting this response because:

   

  Once again we are being referred to the site policy. The complete disregard of the issue that happened with our order needs to be corrected. In my original complaint that you can reference, I said the page had refreshed on its own, meaning it did so without any sort of input from my wife. There were no codes or prompts. What I had described was in my eyes a glitch, or a bug in the coding in the site. Once again it was not an authorized purchase and **** Quinn is stealing from my wife and I, and are being forced to return the items for store credit, that of which we have no further desire to do business with ******************************* or any of its affiliates. 

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/30/2022

  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.

  An item was listed in the DoubleDeal section of their website (40% off) and when I received the item I realized it was full price. I went back and forth with customer service for a week and they refuse to admit there must have been a glitch on their website which lead me to believe the item was 40% off. They wont even allow me to return the item for a refund.

  Business Response

  Date: 11/30/2022

  Hello,

   

  The customer placed the order on November 13th and they were able to apply the 40% off coupon. The coupon did work on the items that were valid.  There was one item on this order that was not valid for this coupon code and that is why the coupon did not apply. This was not a glitch in our system. 

   

  Customers are able to view items in their shopping carts to see what has been discounted before checking out. Due to our order placement policy, we are not able to make any changes, cancellations, or edits to orders. Our store policy also states we only issue store credit for returns. 

   

  We apologize for any frustration this has caused for the customer and are happy to accept the items that was not valid for the sale back as a return for store credit. 

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18482167
  
  I am rejecting this response because: as they can see from my order everything qualified for 40% off. Theres no way I would have even seen the item I purchased unless it was in the 40% off section because thats the only place on the website I looked.  The customer service on the Instagram page even told me theyd look into letting me return the item. I have not heard back from them yet even after following up. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/08/2022

  Hello,

  At the time the customer placed the order, the smocked waist bubble pants in blue vintage floral **** were not valid for our coupon code "DOUBLEDEAL". The code did apply to the items valid for this coupon. We have attached a screenshot of the customers order page which shows the coupon did apply to the valid items on the order. The pants were not valid for this coupon until we moved them into our Double Deal category on November 18th, 2022. The customer placed their order on November 15th, before the code was valid for the pants. The terms of the coupon also stated it cannot be retroactively applied to an order. This was not a glitch on our website. 

   

  Our store policy states we will issue store credit for returns. The customer is welcome to return the pants for store credit. We have also attached a screenshot of our order and returns policy. *******************************************************

   

  We apologize for any frustration this has caused for the customer! However, the item was not valid for the code at the time the order was placed. If the customer would still like to return the item for store credit, we are happy to help with the returns process.

   

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18482167
  
  I am rejecting this response because: this company is awful and I refuse to ever do business with them again. They are missing out on over thousands of dollars of future purchases from me because they wont admit they messed up this one time. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/12/2022

  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.

  Website glitched and while a promo code was applied for 40% off, the order confirmation did not show this and I was charged an additional $70. Despite emailing immediately, the company refused to correct the issue in any way or take any responsibility.

  Business Response

  Date: 09/13/2022

  Hello,

  We are very sorry to hear there was an issue with a recent coupon promotion! The terms of the code stated that it must be applied at checkout and cannot be retroactively applied.

   

  When a coupon is applied, the customer must enter it into the coupon/discount box at checkout and select "apply". They should not checkout until they have confirmed the order has been discounted. When PayPal is selected, another browser opens up where the customer has another chance to confirm the amount of the purchase. By selecting PayPal as a form of payment, the system does not remove the coupon from the cart. 

  We apologize for any frustration this caused, but we do have to stick to our store policies which stated the coupon had to be applied at checkout and could not be retroactively applied. Our order policy also states we cannot make any changes or edits to orders.

   

  https://katequinn.com/pages/orders-returns

   

  Thank you very much!

• Initial Complaint

  Date:09/08/2022

  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 recently placed an order on 8-9-22 they were having a huge sale with the code welcome40 that gave you 40% off and when I put the code in at check out and show me my total of $107 went down to about $55-$60 and then when I went to check out they charged me the full price of $107 and didnt take the additional 40% off my total . I emailed the company a few times about my issue to see if they could make a price adjustment on my total and they told me no that I could return the items for store credit once I receive them and then told me I can return the items for a full credit once I receive them if I wasnt happy with the items but the thing is I wanted the items in my cart I wanted them for the sale price so by returning them I wont get the items on sale and theres no guarantee i get the same items again so they would rather refund me my whole amount and have an unhappy customer with no product then to make a price adjustment on a glitch in their system during check out . As a new mom I recently started purchasing from them I was super excited to find the site and now to find out this horrible customer service I have makes me super sad to not want to purchase from them again.

  Business Response

  Date: 09/12/2022

  Hello,

  We are very sorry for any frustration this has caused for our customer. When a customer is ready to checkout they are able to enter a discount code while looking at their shopping cart. Once you select your form of payment, you are taken to another page where you have a second chance to add the discount and to confirm the final total of the order.

   

  When a discount or coupon code is used, the customer has to enter it into the discount/coupon box at checkout and select "apply". They need to wait for the coupon code to discount the order and not checkout until they have confirmed the discount was added. 

   

  The terms of the coupon stated it must be applied at checkout and cannot be retroactively applied. It is also stated under our order policy that we cannot make any changes or edits to orders. I have attached a screenshot of the terms of the coupon and our order policy. 

   

  https://katequinn.com/pages/orders-returns

   

  Thank you and have a great day!

• Initial Complaint

  Date:08/24/2022

  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.

  This occurred at 10:30 pm 8/23/2022. After making a previous purchase from this company earlier in the day, I was curious if a discount code applied multi use to one transaction (ie a buy 2 get 1 code being able to be used as buy 4 get 2, or if this would only be able to be used in two separate transactions). In order to check this I added 6 quilts applicable to the code to my cart. The only way to check the discount is to hit checkout, and then enter the code. I did this and hit enter and instead of entering the code, the website processed the order for $380. I never intended to purchase these items, only wanting to clarify the terms of the discount codes for further knowledge as the site didnt make them clear. Not only was the code not applied, the transaction went through with no confirmation page since I had previously purchased items before. Obviously this is an easy mistake and possibly a glitch since I was on the account using my mobile phone. Immediately I contacted the company and they refuse to cancel the purchase even though my purchase from 8/13 is still processing. Furthermore, they only allow return for store credit so I would be forced to at best spend $380 at this disgusting company. Whether or not this is legal these are obviously intentionally scammy policies.

  Business Response

  Date: 08/25/2022

  Hello,

  When we have a coupon or discount code, there is a box to enter the code at checkout. You then select "Apply", which is right next to the discount box. The checkout button is farther down the screen and you do not ever need to checkout in order to see if a coupon is valid or not.

  The terms of this coupon stated it must be used at checkout and cannot be retroactively applied. The details are listed on our Current Promotions page. On our order placement policy page, it 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)". Our policy's and terms of conditions are easily accessible on our website to avoid any confusion at checkout. Any codes that are advertised also have a link to the terms and conditions of the promotion. 

  https://katequinn.com/pages/orders-returns

  https://katequinn.com/pages/current-promotions

   

  The customer did reach out to us and has been taken care of. 

• Initial Complaint

  Date:08/04/2022

  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 3 orders during their 4th of July Sale on July 8th. On July 11th, the orders merged into 1 order that was to ship out all together under the promise of shipping within 12 business days. There has been no formal communication from **** Quinn regarding the delay in shipping as well as very unclear updates from when Ive emailed their customer service. It has now been 19 business days and the company cannot provide any expected ship date. At this point, my desired outcome would be for the company to complete the order and to receive a refund for shipping costs.

  Business Response

  Date: 08/06/2022

  Hello,

  Due to a 4th of July 50% off sale, we received the highest amount of orders ever placed in company history. This caused a major delay with shipping and we are truly sorry for any inconvenience this has caused for our customers. Due to the delay, we have refunded the customers shipping charge. If there are any items that no longer work for the customer, they are welcome to reach out and we will help submit a return request for store credit and send a pre-paid shipping label.

   

  The customers order has been shipped out. Please let us know if we can provide any further information!

• Initial Complaint

  Date:08/02/2022

  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 made multiple purchases through **** Quinn during their 4th of July sale so the dates would have been July 1st through July 6th. They merge all of the items into one sale and return shipping costs for all but one order. The timeline for shipping these items, which were children's clothes, was 5-8 business days when orders were placed. A few days later they increased the shipping timeframe to 12 business days. I was not notified of the delay, only saw it posted to social media. The items should have shipped by July 19th according to when I ordered. Even if I went by the delayed shipping time frame, the items should have shipped by July 25th. I have contacted the company multiple times and received the same generic response that everyone else is receiving. They still will not tell me when my items will ship. We are now on the 18th business day with still not shipping notification or any sort of explanation as to why my items have not shipped. They say it was due to delay because of a high amount of orders, however, I received one order I placed almost a week after this order. The lack of communication on their end has been nothing but horrendous. They were paid close to $400 at the beginning of July and are sitting on my money and withholding my product.

  Business Response

  Date: 08/06/2022

  Hello,

  Due to a 50% off sale in early July we received the most orders ever placed in company history. This caused a delay for our customers and we are truly sorry for any inconvenience this has caused. The customers orders placed on July 7th and July 11th have both shipped out. 

   

  The customer placed another order on July 22nd and July 23rd and our fulfilment times were listed at 12 business days. We will make sure these orders ship within the promised fulfillment time.

   

  Please let us know if we can provide any further information!

  Customer Answer

  Date: 08/07/2022

   
  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:08/02/2022

  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 placed multiple orders from July 1st to July 1st to July 6th, 2022. These orders were merged into one to combine shipping. At the time the orders were placed the turnaround time stated on the website was **** business days, on business day 17, I reached out to customer service to cancel my order according to the *** prompt shipping guidelines. During the waiting period, I received NO communication from the business regarding the delayed shipping, order updates, or an option to cancel my order. Just a few hours after my email a shipping label was printed and I got an email telling me it was too late to cancel because my order had already shipped. The carrier did not take possession of the shipment until 3 days later, so there is no reason the shipment couldnt have been pulled and cancelled. I was offered the option to return it, once received, for store credit. At this time I just want to return for a refund to the original method of payment, as I have lost trust in this business and dont plan to repurchase if given a store credit. As the prompt delivery rules were not followed and I was not notified that the shipment would be sent late, or given the option to cancel, I feel a refund to the original payment method is warranted.

  Business Response

  Date: 08/06/2022

  Hello,

   

  The customer did reach out to us asking us to cancel her order. However the package had already been shipped. The package has been successfully delivered. We are happy to work with the customer to help return any items that she no longer needs. 

   

  Please let us know if we can provide any further information!

  Customer Answer

  Date: 08/06/2022

   
  Complaint: 17657402
  
  I am rejecting this response because: I responded to their message regarding a return, requesting a return for a full refund to the original form of payment and not a store credit, as was offered. I have yet to get a response. (Also the request for cancellation was sent on 7/29, BEFORE a shipping label was even printed. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/16/2022

  Hello,

   

  When a label is made, the package is shipped out. We have multiple mail pickups Monday- Friday, but can sometimes take day or so for **** or ***** to update the tracking. This customers order was already shipped and we could not pull it from being shipped. We were able to cancel the customers July 11th order before it shipped and a return label has already been issued for the customer to return the order that did ship out. I am attaching screenshots of the most recent conversation and believe everything has been taken care of. 

• Initial Complaint

  Date:08/01/2022

  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 made 2 orders July 1, were supposed to merge July 4th. The merge period was later extended to July 6th (extending when their processing would begin), I made two order after the 4th that fell within this merge period, as I figured I had the additional wait time anyway, and they were continuously adding product to their site for the sale.they added a second merge period to their giant sale, it was successful, so why not? in the meantime, orders from the first merge period were supposed to begin being processed.I gave seller some wiggle room with shipping as it was a massive sale. at time of sale, orders were supposed to "merge" on 7/4 and have 5-8 business days to process, but as they had overwhelming response, it was changed to "up to 12" which was reasonable. meanwhile, seller continues launching new product (3 different drops_. when complaints began because why were they dropping new stuff when old stuff wasn't out, seller decided to "stop dropping until caught up" then started a weekend sale last Friday with extended merging), and when that ended today, started another sale with extended merging people have begun receiving items from the second merge, as well as at least one of the drops after the big sale. my order from the first merge period is still unfulfilled.I reached out to customer service July 28th, and again on the 29th when I hadn't heard back. Later on the 29th my first email was replied to saying she'd checked on my order, and it was actively being processed and should ship out soon. Meanwhile people got tracking all during the weekend (because in theory they're working to catch up), but no info for me. Today my second email was replied to saying there was no way to check on my order and no how it's doing, so at last once I was lied to.No official email has been sent out, only posts in their closed VIP group, which I'm close to being kicked out of as I keep making CS comments (which are being deleted). No public acknowledgement.

  Business Response

  Date: 08/06/2022

  Hello,

   

  Due to a 50% off sales event in the beginning of July, orders were delayed. We received the most orders we have ever had in company history and are truly sorry for any inconvenience this has caused for our customers. This customers order has been shipped and successfully delivered. If the customer would like to return any items that no longer work for her for store credit, we are happy to work with the customer with submitting a return request and sending over a pre-paid shipping label. 

   

  Please let us know if we can provide any further information!

  Customer Answer

  Date: 08/06/2022

   
  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. However, their business practices in handling this matter were extremely shady and dismissive throughout. While I DID finally receive my order, it was only once I had informed the company that I had filed with BBB and FTC. High volume of sales is no excuse to absolutely blow off the customer while continuing to launch new sales while everything is still drastically behind the updated turn around time. While this particular order has been delivered due to my escalating, I do not want to have to continue to file complaints with agencies in order to get my next 2 outstanding orders I made before everything went crazy with their lack of communication about inability to fill orders.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/30/2022

  Type:Service or Repair 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 have nine unfulfilled orders with the company, eight of which are beyond the processing time stated on the website when I placed the orders. One of my orders is approaching a month since being placed and still hasnt shipped. When the order was purchased it was advertised as a 5-8 business day processing time, we are now on day 18. When contacting the company last week I was told that my order should be fulfilled early this week (week of 7/25), it was not. I contacted the company again looking for the status of my order and was told that they do not have a date when my order will be shipped but to please be patient. I feel like I have been more than patient and would like the hundreds of dollars of merchandise that I ordered.

  Business Response

  Date: 08/10/2022

  Hello,

  Due to a 4th of July sale we had the more orders ever placed in company history. Because of this, our warehouse was extremely backed up with trying to ship out orders. We are truly sorry for any inconvenience this caused for our customers. If this customer needs to return anything due to the delay, we are happy to help issue a pre-paid shipping label to send back any items that no longer work. 

   

  Please let us know if you need any further information!

  Customer Answer

  Date: 08/10/2022

   
  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,
  
  *************************