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:06/25/2025

  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.

  Pants came soiled, obviously missed by quality control, if they have that department. Sent numerous emails, and several phone ******** reply.I will not drive to a Fede store to send back.Either complete refund, or send a pick up!Very disappointed..

  Business Response

  Date: 07/23/2025

  We responded to the customer within 24 hours of being notified of the issue. We sent the return label and instructions for the refund. The customer said they didn't want to send the item back so the agent submitted a task to get approval to process refund. Refund was approved and granted and entire issue was resolved within 48 hours.

• Initial Complaint

  Date:06/07/2025

  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 sent back my return for an order over a month ago. On May 27th I was promised my refund would be processed in 24 hours. Since then it hasn't been done and customer service and their CEO continue to ignore my emails

  Business Response

  Date: 07/23/2025

  ** had to wait almost 3 months for a refund for the items they returned. They used a third party *********** to return the items which caused a delay and once the items arrived at the warehouse they weren't able to locate the packages which caused a further delay. Once the customer reached out to the social care team they escalated the issue were able to get an immediate refund for the customer.

• Initial Complaint

  Date:06/06/2025

  Type:Product 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.

  In December 2024, I purchased the Front Pocket Carry On Suitcase in Dark Green from Quince (quince.com). After using it only twice, I discovered that the mesh panel connector on one side was defective and would not stay attached.I contacted Quince customer service via chat and was told they could offer a refund or replacement. However, I would be responsible for providing a shipping box to return the item. Since the issue was due to a manufacturing defect, I do not believe I should have to incur any out-of-pocket costs to resolve it. ***** and other shipping boxes are not inexpensive.Quince then offered a $20 credit, which I declined because it does not address the inconvenience or cost associated with returning a defective product. I escalated the issue to a supervisor, but was simply told the same information with no added support.I am dissatisfied with both the quality of the product and the lack of meaningful resolution. Quinces return process places an unfair burden on customers dealing with their defective merchandise.Desired Resolution:I am seeking one of the following:A prepaid return box or label, with Quince covering all return packaging costs.OR a full refund without requiring a return, given the product defect and inconvenience.Alternatively, an upgraded compensation (beyond $20) that reflects the value of the product and effort required to return it.Thank you for your assistance.

  Business Response

  Date: 07/27/2025

  We sincerely apologize for the inconvenience you faced with your return. We offer pre-paid return labels for our items but recommend you keep the original packaging in case you need to do a return. In this case we've gone ahead and processed a full refund for this item. You can keep, donate or discard the defective luggage.

  Customer Answer

  Date: 07/27/2025

  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:06/01/2025

  Type:Product 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.

  Ordered Italian Leather Double Strap Shoulder Bag for preorder from Quince on 3/2. I immediately got an email that said it would be shipped out and arrive around May 2. I ordered this for my birthday, which was *****. It is now ****** and I still dont have this purse in possession. Ive reached out to customer service three times the first two times they gave me excuses about why this item had not shipped. They said it would be shipped out around 5/22. The third time I reached out why my purse still has not shipped, I still have not heard back (5/29). I want my money refunded and I will never shop with this company again. I have told everyone I know that this company is a scam and how they have scammed me. Terrible customer service to bat. Their business model just doesnt work. -10000/10 company. I shop a lot so they lost business due to their lies. They shouldnt sell things on preorder with a given date and then move it twice without reaching out to the customer to let them know whats going on with their order. Mind you I had to reach out to figure out why this item never shipped. They never once reached out to let me know what was going on as a customer.

• Initial Complaint

  Date:05/27/2025

  Type:Product 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 am writing to request assistance with resolution involving pre-order of two suitcases, which I placed several weeks ago with an estimated delivery date of May 30, 2025.While I received a notification that my order had shipped, only one of the two suitcases was actually sent. Quince submitted the shipment to *** as a 2-package shipment, but only one package was physically handed over. As a result, *** has flagged the shipment as incomplete and has not processed it further. The single suitcase that was shipped has been sitting idle in ***** since April 21, 2025, with no movement.After reaching out to their customer service team (for which I have screenshots of the entire conversation), I was informed that the second suitcase is now out of stock with no estimated restock date. Because the order cannot be fulfilled in full, I requested a cancellation and full refund. I was told the matter would be escalated, but I subsequently received an email stating that cancellation is not possible, and I would need to wait indefinitely for the second suitcase to become available, at which point both items would be shipped. Only then, after receiving them, would I be allowed to initiate a returnat my own expense.This policy is unreasonable and unacceptable for several reasons:My order has not been fulfilled in full, and there is no timeline on when it will be.They are holding my money for items they cannot provide.They refuse to allow cancellation of an order they cannot currently deliver.I am being forced to wait indefinitely or absorb the cost and inconvenience of a return, through no fault of my own.I now have to purchase replacement luggage out of pocket, while my funds remain tied up.This situation is not only frustratingit is poor business practice. I expect a prompt and fair resolution. I am requesting:An immediate full refund for the unfulfilled order, or at the very least the unshipped item.A written confirmation of the cancellation and refund process.

• Initial Complaint

  Date:05/22/2025

  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 placed three separate orders (#********, #********, #********) with Quince for a total of nine (9) Wool Linen Textured Pillow Covers, costing $536.76.Misrepresented & Defective Products:The items I received were completely different from the product images and descriptions on Quinces website.All pillow covers had visible sewing defects, making them ***************************** Return Process:Quince emailed me **** return labels, but the items originally arrived in ***** packaging.When I went to **** to return them, the post office refused acceptance because the packaging was not ****-compliant.Quinces customer service suggested I "flip the packaging inside out" (impossible) or buy new packaging at my own expense.When I requested correct prepaid labels or a pickup, Quince refused to assist further.2. Attempts to Resolve:I contacted Quince customer service multiple times (via email/phone) and was given no viable solution.They have refused to provide proper return labels or issue a refund without the items being returneddespite their own error in providing the wrong labels.3. Desired Resolution:A full refund of $536.76 for all three orders.OR Quince must provide correct prepaid ***** return labels (matching their original shipping method) so I can return the defective items at no cost to me.4. Consumer Rights Violations:False Advertising (CA Civil Code *****) Products did not match descriptions.Breach of Implied Warranty (CA Commercial Code 2314) Items were defective.Unfair Business Practices (CA UCL *****) Shifting return burden onto the customer.

  Business Response

  Date: 06/19/2025

  Hello!
  
  Thank you for sharing your feedback about your shopping experience with Quince.
  
  After reviewing your orders, returns, and interactions with our team, we can confirm that you have been fully refunded for these orders now that the items have been sent back with the free **** labels provided per our return processes and policies.
  
  In your complaint, you mentioned that the pillow covers arrived defective; however, the returns you set up only mentioned that the pillow cover does not look like the photo online. Were happy to help if an item arrives damaged or defective, but our return process would require photo evidence of the defect and the Quince tag so we can investigate the issue and prevent others from being affected. The returns team hasnt reported any issues to align with these claims, but since you set up the return as a standard return, were happy to see you were eventually refunded.
  
  We truly appreciate you for shopping with us!
  
  Best Regards,
  Quince

• Initial Complaint

  Date:05/20/2025

  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.

  They sent me empty packages and claimed they werent empty. They refused a refund and only gave me the option of a store credit. I dont ever want to shop with them again. Why would I want a store credit? I want a refund to my original payment method!

  Business Response

  Date: 06/19/2025

  Hello!
  
  Thank you for sharing your feedback about your shopping experience with Quince.
  
  After reviewing your order and interactions with our team, we stand by our decision to deny a refund for the items that were said to be missing. The order was shipped in multiple packages. The carrier included the weight of each shipment in the tracking links provided. Once the items were delivered, the carrier provided photos as Proof of Delivery for each shipment. You informed us you only received 2 of the 9 items and said the packages were empty; however, the delivery photos show several packages were delivered, and none of them appear to be empty or tampered with. 
  
  In the event an item or package arrives damaged, we require photos of the damaged packaging to investigate this with the carrier. Since no photos were provided, there was no evidence to support the empty package claims. We have also had no other reports for similar issues for the products in the order or for orders delivered to the same region. 
  
  If you are able to provide photos of the damaged packages, well be happy to reopen the investigation. Until then, we are unable to provide a refund of any kind for this order.
  
  We truly appreciate you for shopping with us, so if theres anything else we can do, please dont hesitate to reach out to us directly.
  
  Best Regards,
  Quince

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23353686
  
  I am rejecting this response because:
  I have not received mulitiple items from this order. A company has insurance to deal with issues like this. Your company has repeatedly treated me like c*** and even blocked me on social media when I asked for help. I had told you that the packages were thrown out by mistake because we were in a rush to leave due to family emergency and you had no empathy. ************** and demonic people.
  Sincerely,
  
  Belle B

• Initial Complaint

  Date:05/17/2025

  Type:Product 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.

  Placed an order May 4 for earrings. Per website, will be delivered by May ***** tracking info via email. Contacted company via email several times, without any response. Contacted company via text. Being given the runaround that order was not processed will contact vendor,etc. Requested for a refund. They keep saying that they will email me, but it has been over a week.

• Initial Complaint

  Date:05/16/2025

  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.

  On May 16, 2025 I went to place an order through Quince a clothing store. I tried to apply a store credit and was prompted to enter a code which was sent to my email, however I never received the code. I tried 3 times and had no success; I then entered a chat with *****. I was advised to place the order, and once placed she would manually apply the code. I did what she advised. I then told her that I had placed the order and she then asked for my order # which I never received and I told her. She told me that she reported the issue and I would need to wait 5 business hours. I asked to speak to her supervisor several times and was ignored until I asked her if she was told to ignore me. The next response was that her manager would email me in 5 business hours. Her responses were animated, I feel that I was manipulated and then betrayed and I asked to cancel the order and she said it was too late? Please keep in mind that this all happened in a 15 minute window of time.

  Business Response

  Date: 06/19/2025

  Hello!
  
  Thank you for sharing your feedback after shopping with Quince. We apologize for the issues using your store credit, but happy to address your concerns with you.
  
  After reviewing your interactions with our team, we've confirmed that the $15 Store Credit was manually applied to your order as a refund on the same day you placed the order, but it took our management team a few hours to get to your request. In most cases, our agents are able to apply store credit immediately, but it looks like there was a technical hiccup in this case that required managements intervention. We apologize this wasn't communicated clearly, leaving you feeling misled, but it is never our intention to manipulate anyone into making a purchase. If you still have the items, you can create a return from your account to send them back for a full refund. If you need any assistance, just reach out to our team and we'll be happy to assist.
  
  Again, I'm so sorry for the issues applying your store credit. I hope this explanation, and the discount code that was provided via email, help alleviate some of the frustration. If you have any other questions, please reach out to Quince directly so we can help. Otherwise, have a wonderful day and we hope to see you shopping with us again!

  Best Regards,

  Quince

• Initial Complaint

  Date:05/13/2025

  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 a white midi dress on 5/3/25. The dress was shipped through **** who was due to deliver the dress on a Friday and then not only did not even attempt to deliver the dress on a Friday and said the "business was closed" when I know that they had access to the front door and desk which are staffed 24/7 and they did not even try to attempt to deliver based on the cameras. They then would not try to deliver on Sunday before finally delivering on Tuesday. I needed this dress for an event on Sunday, so the dress was then useless. But the part that really annoyed me was that the dress came damaged with multiple holes in it. I emailed customer service and they want me to return the damaged dress with multiple holes in it to them through the same service that was so unreliable to deliver the dress. I just want a refund and they said they will only issue a refund when they get the dress back, but the shipping company is so unreliable that it probably won't even make it back to the warehouse to get my refund. I will never order from Quince again because I just want a refund for a dress that I sent in pictures of being damaged that they sent to me.

  Business Response

  Date: 06/19/2025

  Hello!
  
  Thank you for sharing your feedback about your shopping experience with Quince. We sincerely apologize for the delivery issues and the dress that arrived damaged!
  
  After reviewing your interactions with our team, weve decided to honor your refund request without returning the item, due to the delivery delays and damaged goods. This was not the experience we want for any of our customers, especially for your first purchase! Weve already submitted your feedback to the carrier about the delays and shared the photo you provided with our product team to look into the issues with the dress.
  
  For future reference, we may ask for damaged/defective items to be returned so our teams can investigate any issues and prevent them from impacting other customers in the future. The photo of the Quince tag helps us verify that the problem is with a Quince Product. As for your return shipping concern, our return labels are provided by ****, so you would not encounter the same issues as you did with the carrier who delivered the dress. We apologize that this wasnt communicated clearly.
  
  We truly appreciate you for shopping with us, so if theres anything else we can do, please dont hesitate to reach out to us directly.
  
  Best Regards,
  Quince