Complaints

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:04/14/2025

  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.

  No order confirmation but charged my account. No phone number to call.

  Business Response

  Date: 04/16/2025

  Hello!

  Thank you for taking the time to share your feedback about your shopping experience with Quince. We're sorry to hear you didn't get your order confirmation, but we're happy to address your concerns.
  
  After reviewing your interactions with our team, it appears you placed an order and reached out via text when you didn't get your confirmation email. Our agents attempted to assist you, but were getting spammed with texts from you expressing your frustration and requests to cancel. We checked our systems and verified an order confirmation email was sent when the order was placed, so we suggest checking Spam/Junk folders or making sure there weren't any typos in the email used to place the order.
  
  Since the order had already been fulfilled and was prepped for shipping, we weren't able to cancel but provided the return instructions for when it arrives. We also reassured you there would be no cost to you and a full refund could be provided once returned. Our team also sent a follow up email to the email address on file with the order invoice and order number. Our team has made repeated attempts to assist via SMS, but if you prefer to speak over the phone, you can call *************** to leave a voicemail requesting a callback. Our team is available Monday through Saturday from 9am - 6pm EST.
  
  Again, we're so sorry that this wasn't the experience you expected from us, but if you have any further questions or concerns, please don't hesitate to reach out to our team directly. We'll be happy to help!

  Best Regards,

  Quince

• Initial Complaint

  Date:04/11/2025

  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 placed an order for a suit and the order was returned by the delivery company. Their delivery company, ****, insists upon delivering my items to a closed business despite me asking them not to. This has resulted in lost merchandise. Quince verified that my order was returned by ****. I attempted to reorder the original items, only to discover they were sold out and would not be restocked. So then I agreed to replace the items with another color. The associate that was texting me placed an order for the wrong items. After this debacle, I am completely unable to get in touch with anyone from Quince regarding a refund or a correction of their mistake. They have no real way to vet in touch with their customer service personnel if they do not want to correct an issue. I find this to be a poor business model. I am out money, and they won't speak to me. I will dispute this with my bank. Ridiculous!

  Business Response

  Date: 04/16/2025

  Hello!
  
  Thank you so much for taking the time to provide feedback about your shopping experience with Quince. We're disappointed to hear that it wasn't a positive one, but we're happy to address the concerns you've raised.
  
  After reviewing your interactions with our team, one of our agents selected an incorrect item when setting up your replacement order. This was completely on us and we apologize for the mishap. I also see that you attempted to contact us once you noticed the error with your replacement order, but due to a confirmed technical issue, your messages were misrouted and you didnt hear back from us in a timely manner. Thats completely unacceptable, and weve escalated this to both our engineering and leadership teams to make sure it doesnt happen again.
  
  We have since confirmed that the erroneous replacement order has already been canceled, so we've processed a full refund of $140.18 back to your original payment method. You should see those funds reflected within 15 business days depending on your financial institution.
  
  As a sincere apology for the frustration and inconvenience, weve also issued a discount code youre welcome to use on a future order, should you decide to give us another chance. While we know this doesnt undo the experience, we do want you to know were taking it seriously.
  
  Were genuinely sorry for the hassle this caused from the delivery issues with the original order, to the inventory mix-up and the delay in communication. We appreciate your patience, and if theres anything else you need, please don't hesitate to reach out directly and we'll make sure someone assists. If you prefer a phone call, you can leave a voicemail to request a callback Monday through Saturday from 9am - 6pm EST at ***************.
  
  Best Regards,

  Quince

• Initial Complaint

  Date:03/20/2025

  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 returned a ring to Quince in February, and I was told I received a refund March 1, 2025. After noticing that I actually did NOT receive a refund, I contacted Quince. I have been told by over 6 different employees that my refund will be processed in 1-2 business days; each time, this was a lie. Further, theyre only indicating that Ill get a store credit, but I should be getting the money placed back on my credit card, which I used to make my purchase. Quince also tried to simply send me another ring, which was not an approved purchase; luckily, I cancelled that attempted order. Where is my refund?

  Business Response

  Date: 04/02/2025

  Upon reaching this issue, I  do see that there was a system error when we initially tried to process the return. When the customer reached back out to us 3/20/25, we processed the refund for the customer and followed up via email to confirm that refund. The refund was for $48.07 to a Mastercard ending in 9291. This refund should be reflected in the customers account by now since 5 business days have passed.

• Initial Complaint

  Date:03/09/2025

  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.

  Order placed Feb-4, diamond ring, order total $1477. Order received on Feb-12, ring was too large so I contacted Wuince the same day to start a return. They sent me a shipping label and I dropped off the package at ********* where they accept ****** I watched the tracking and I reached out to the company one day after it had been received by their warehouse. They confirmed receipt and said I would be refunded by Mar 3. I reached out again on Mar 4, they apologized for the delay and said they would expedite the return process. I reached out a third time on Mar 7 and threatened to file a claim if it was not resolved and they said they did not have the ring and that they would not be processing a refund. I have also filed a claim with ******. *Photos of the ring were taken 18 minutes after I received the shipping label via email, as I was packing the ring to ship, They were taken as proof because when I requested the return I could tell by the companys response that something didnt feel right.

  Business Response

  Date: 03/18/2025

  Hello! Thank you for taking the time to share feedback about your experience with Quince. We appreciate you for bringing your concerns to our attention. We completely understand the frustration and inconvenience this situation has caused, and we sincerely apologize for the delays and confusion regarding your return and refund process.

  I've pulled up the return and order information and after receiving your return on February 24th, our team had some difficulty locating the ring inside of the package at our returns warehouse. We fully recognize how important it was for you to receive your refund in a timely manner, so we apologize for this delay in the process. On March 8th, after our team requested a re-inspection of the return, we successfully located the ring and immediately processed your refund.
  
  However, we encountered an additional delay due to an open ****** dispute, which temporarily prevented us from completing the refund. We have since resolved the ****** dispute and can confirm that your full refund has been processed!
  
  We genuinely apologize for the delays and the confusing communication throughout this process. Your patience and understanding are greatly appreciated, and we are committed to improving our processes to prevent such issues from occurring as we move forward. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly. Otherwise, thank you for shopping with Quince and we hope to see you shopping with us again soon.

  Best Regards,

  Quince

  
  

• Initial Complaint

  Date:02/25/2025

  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 purchased order#******** of $$401.27 2/5/25 and returned the full order. Quince has confirmed that they received it and allegedly refunded the full amount. I used the payment form: Afterpay. Afterpay states Quince has not issued a refund. I have been going back and forth with no resolution. Quince requests information Afterpay does not want to provide. Quince confirmed I should have received a refund by the 24th of February but I have not. Quince is not giving me a resolution and I want this done so I can move on.

  Business Response

  Date: 03/06/2025

  Hello,

  Thank you for taking the time to provide feedback about your shopping experience with Quince. We apologize for the issues faced with the return and refund, but happy to address your concerns!

  After reviewing your interactions with our team and return history, a refund should have been processed on February 19th when your packages were confirmed as received by our returns facility. However, there was a slight delay in processing on the backend that our Care Team was unaware of. Before the refund could go through, a dispute was opened with Afterpay. The dispute was causing further delays to resolve the issue, but I'm happy to share that our finance team was able to escalate this and have ensured a full refund has now been processed.

  We apologize for the delays and any frustration that may have come from this situation. If you still aren't seeing the refund processed by March 15th, please reach out to our team so we can provide further assistance. Thank you so much for the feedback and for shopping with us! We truly value you as a customer and hope to see you shopping with us again soon.

  Best Regards,
  Quince

• Initial Complaint

  Date:02/12/2025

  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 shipped in two shipments. One part was delivered, the other part was stuck.I reached out to customer service over 25 times and an agent took 5 days to finally respond to me.The agent offered me the opportunity to cancel my order that is not being delivered and I accepted the offer to cancel.Then randomly another agent re-ordered my items WITHOUT MY PERMISSION.Replacing the order again with out my consent is fraud and they are refusing to cancel the second order. I plan to file with every single third party that I can so I can ensure this company is on file as fraudulent in business practices with its US based ************ you can see from the screenshot of the email, they offered a cancellation, and for some reason they replaced my order without my consent.

  Business Response

  Date: 02/19/2025

  Hello!
  
  Thank you for taking the time to share your feedback about your recent shopping experience with Quince. We're sorry to hear about the delays and issues with your order but happy to address your concerns with you!
  
  After reviewing your interactions with our ************* team, we've confirmed that your original order was impacted by the unexpected customs delays due to the recent trade laws and tariffs. Our logistics team proactively worked quickly to process a replacement order for you with priority shipping in an attempt to get your items to you on time. You were never charged for the second order or priority shipping, we just wanted to ensure you received the items you were expecting. However, we see that you reached out and asked for a refund instead. As a result, **** issued a full refund for the original order to your original payment method. You should see the refunded amount within 1-2 business days, or up to 5 business days depending on your bank.
  
  I truly apologize for the delay and the frustration it may have caused. This was not the experience we wanted for any of our impacted customers, but if theres anything else we can do for you, please dont hesitate to reach out. Were here to help! Thank you for shopping with us, and have a wonderful day!
  
  Quince

• Initial Complaint

  Date:02/12/2025

  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.

  ordered on February 2.Never arrived attempted to chat with company told me it would arrive February 12 On Feb 12, I get another email tell me they allegedly "just received my order."I want my money back. This company is totally fraudulent.

  Business Response

  Date: 02/19/2025

  Hello!

  Thank you for taking the time to share your feedback about your recent shopping experience with Quince. We're sorry to hear about the delays and issues with your order but happy to address your concerns with you!

  After reviewing your interactions with our ************* team, we've confirmed that your original order was impacted by the unexpected customs delays due to the recent trade laws and tariffs. Our logistics team proactively worked quickly to process a replacement order for you with priority shipping in an attempt to get your items to you on time. However, we see that you reached out and asked for a refund instead. As a result, **** issued a refund of $29.90 to your original payment method. You should see the refunded amount within 1-2 business days, or up to 5 business days depending on your bank.
  
  I truly apologize for the delay and the frustration it may have caused. This was not the experience we wanted for any of our impacted customers, but if theres anything else we can do for you, please dont hesitate to reach out. Were here to help! Thank you for shopping with us, and have a wonderful day!

  Quince

• Initial Complaint

  Date:02/11/2025

  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 recently ordered new bedding through Quince. My order was shipped as three separate packages (pillow cases, duvet cover, sheets). My order was delivered at 12:20 AM on a Sunday morning, which did not give me the chance to intercept the package. Because of this, two of the three packages in the shipment were stolen/taken by the carrier. From the picture taken by the carrier, they dropped off the packages behind the metal gate infront of my front door, but barely made an effort to place them far enough from the gate to prevent someone from reaching through and taking them. One of the packages was even hanging out from under the gate, basically begging to be stolen. By the time i woke up at 7 AM on Sunday morning to get my packages, only one (the pillow cases) was still there. I am incredibly disappointed, both by the timing chosen for delivery in the dead of the night, and for the complete lack of effort from the delivery carrier in putting my packages in a safe place. I would like a refund for the bedding the i am not able to enjoy!!

  Business Response

  Date: 02/19/2025

  Hello!

  Thank you for taking the time to share feedback about your shopping experience with Quince and bringing this to our attention. We understand that the late-night delivery of your packages and the unfortunate theft of part of the order is concerning, but we're happy to address these issues with you.

  After reviewing your interactions with our team and the shipping information provided by the carrier, it was confirmed that only one of the packages was indeed missing. We take these matter seriously and immediately worked to resolve it by providing a free replacement for the missing items. Quince isn't responsible for stolen goods, but we're happy to see our team worked to find a positive resolution in this case. 

  We truly apologize for any inconvenience this situation may have caused and appreciate your patience as we worked to make it right. Weve also taken steps to improve our delivery processes to help prevent such issues in the future, but welcome any feedback you may have. If you have any other questions or concerns, please don't hesitate to contact us directly and we'll be happy to assist. Otherwise, thank you for shopping with us, and have a wonderful day!

  Quince

• Initial Complaint

  Date:02/03/2025

  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 nearly $700 of clothing from this company and they shipped in 2 deliveries. 2nd delivery was sent ***** and landed safely on my porch as all packages do. 1st delivery was sent *** and did not arrive. Explained this by text to quince as they do not have phone customer service. After much back and forth they said it was probably stolen and not their responsibility and that I should contact ***. Apparently I need to have CDL accept fault before quince will refund. Of course *** will not accept blame even though tracer shows a weird location on the map. If I dont get what I paid for and I didnt handle shipping its my fault? Quince has complaints like this all over the internet. I want my money back. Im sure *** AND quince have insurance to handle lost parcels. But not lost customers!!!

  Business Response

  Date: 02/09/2025

  Hello! Thank you for sharing your feedback about your recent experience while shopping with Quince. We're sorry to hear a portion of your order was not delivered successfully, but we're happy to address any concerns you've raised!

  After reviewing your account and interactions with our team, we've confirmed that the proper procedures were followed for your missing package. The carrier, ***, provided a proof of delivery when the order was delivered. We asked if you recognized the location where the packaged was left, but you only let us know it wasn't the front of your house. We attempted to clarify if this was your home, so we asked again if the house in the photo was yours, but the question was not answered. Since we couldn't factually confirm that this was not delivered to the address that was provided, we asked you to file a claim with *** under the assumption the package could have been stolen. Quince isn't responsible for Stolen Packages, per our policies, if they've been confirmed as successfully delivered by the carrier with Proof of Delivery. While a claim doesn't guarantee a resolution from us, it is a helpful step to ensure the proper procedures were followed to ensure your package was delivered as anticipated.

  After the repeated attempts to intimidate our team with threats of negative reviews and social media blasts, our leadership team opted to make an exception for the well-being of our agents and provided you with a full refund for the missing package. While we know this wasn't the experience you hoped for while shopping with us, we hope you find the resolution was a fair one, all things considered. 

  If you have any other questions or concerns, please don't hesitate to reach out to us directly and we'll be happy to help. Otherwise, thank you for shopping with us and have a great day.

  Quince

• Initial Complaint

  Date:01/19/2025

  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 ordered an item that was delivered not to me, but next door and in an insecure location. I ended up never receiving the package as it was stolen. I emailed the company and when they finally responded much later, they refused to rectify the issue. This company offers no route protection, packages arent insured and the delivery service is poor.

  Business Response

  Date: 01/28/2025

  Hello!

  Thank you for sharing feedback about your recent shopping experience with Quince! We are sorry to hear that your package was not successfully delivered to you, but happy to address the concerns you've raised.

  After reviewing your account and the interactions with our Care Team, the request for a refund was denied because a previous order had been delivered with identical shipping information successfully. When we reviewed the Proof of Delivery photos provided by the carrier in both instances, the delivery location was identical. The evidence led our team to believe both orders were successfully delivered.

  However, you responded and confirmed both packages were misdelivered, but you only reached out about the 2nd order because you weren't able to retrieve it. With this in mind, we've re-opened the inquiry and after conducting an internal review, we have processed your refund for the missing order. We apologize for the missed opportunities to better assist you in this instance, so please keep an eye out for an email from our team confirming the details.

  We apologize for the experience with these orders, especially around the holidays! We'll be sure to share your feedback regarding our carriers with our Logistics team so we can continue improving the shipping processes and policies. If you have any other questions or concerns, please don't hesitate to follow up with our team directly and we'll be happy to assist. Otherwise, thank you for Shopping with Quince and we hope to see you back soon!

  Quince