Reviews

Review Details

• Review fromMomo T

  Date: 04/24/2024

  5 stars
  I've bought a few items from Quince and it took a bit to get used to their shipping/logistics + understand how their pricing worked. Seemed kinda suspicious to have such good pricing so I had to do a bit of digging and found the company to still be ethical, environmentally friendly, and people-safe sourcing. Would love them to offer overnight shipping eventually but really love the free shipping, free returns, and free exchanges and their customer service is the best I've ever experienced. I hear back pretty quickly and they're always trying to ensure I have the best possible experience. Even when I get a fluke defective item, they immediately resolve it for me. Will be shopping here for a while.

  Quince.com

  Date: 05/19/2024

  Hi ******,

  Thank you so much for your feedback on your experience with Quince!

  We appreciate your business and are happy that you have had a positive experience with us. At Quince, we believe everyone should have access to nice things. We were founded on the idea that quality and sustainability should not be financially inaccessible, and that luxury should not only be reserved for the highest incomes. Our guiding principle has always been that fairly priced products don't have to be produced with low quality and unsustainable materials, or in unsafe settings.

  To address your concern about shipping, I will pass this along to our logistics department. We are always looking at ways to make shipping easier for customers, including recently launching expedited shipping within 3-5 business days.

  Thank you again and please don't hesitate to reach out if you need anything else.

• Review fromLindsay D

  Date: 04/09/2024

  1 star
  Bought king set of linens and matching duvet. Both didnt last more than 10 months. They are covered in holes. Since I didnt contact them until after 365 days, they are not willing to help me replace them. Literally every piece has holes and tears in the linen.

  Quince.com

  Date: 05/19/2024

  Hi *******,

  I am so sorry you were not satisfied with your bedding purchase not being replaced. We offer a very generous return policy of 365 days should any defects occur. Since you reached one a year and a half after the order was placed, we'd be unable to replace the set as that is well outside of our return policy and we are unable to determine if the issue is a defect.

  All the best,

  *****

• Review fromEmily A

  Date: 04/08/2024

  1 star
  I'm honestly just so disappointed with ******, and I'd warn anyone interested in their items that they are incredibly unreliable with respect to shipping and logistics. I've placed many orders with this company, and 4 of these orders were placed with expedited shipping.Of those 4 orders, one just didn't arrive at all. Unfortunately, those items were Christmas gifts that were never given to the intended recipients. To make matters worse, this particular expedited order was meant to replace a separate non-expedited order of Christmas gifts that...you guessed it...also never arrived.Another of the 4 "expedited" orders is still outstanding a week after I placed the order. I called today to ask for a refund on the expedited shipping fee of $15 on the ground that it didn't arrive in the 3-4 business day window listed on the website. They refused, claiming that the 3-4 day timeframe begins on the day that they ship the item, not on the day I placed the order. By this standard, Quince could take weeks to fulfill an order and still claim that they've satisfied an "expedited" shipping timeframe as long as the carrier delivers it within an additional 3-4 business days.I don't see this policy clearly stated anywhere on the website. It's not consistent with what I've experienced in shopping with other retailers. Frankly, I've never had a retailer make such a claim or refuse to refund a measly $15 when my reasonable expectations aren't met.For context, I note that I have spent a considerable amount of money at Quince. The four "expedited" orders referenced above are in addition to many other orders I've placed. I would easily be considered a regular and loyal customer.Mature companies do not engage with their customers - loyal or not - in this way. Mature companies accept responsibility for their failures. Mature companies don't try to save $15 at the risk of jeopardizing a loyal customer relationship.Quince is not a mature company.

  Quince.com

  Date: 05/19/2024

  Hi *****,

  I am so sorry about the various issues you've had with the shipping of your orders. Our goal is to provide a positive experience for each and every one of our customers, and we clearly fell short in your case.  Please know that we take your feedback seriously and we will use this experience as a learning opportunity to improve our processes and ensure that this doesn't happen again in the future.

  I do see with your most recent order the agent told you we couldn't refund your shipping. That was incorrect and I apologize for the misunderstanding. I will make sure to follow up with the agent to ensure they are aware of our policies and procedures. I've also gone ahead and refunded you for the shipping as you initially requested.

  Please let me know if you need anything else and please know we are currently working to improve our shipping processes so this doesn't happen in the future.

   

• Review fromMichelle R

  Date: 03/22/2024

  2 stars
  I got the bamboo sheets 2 weeks ago, & have washed them 2x in a brand new **************** i dont eat on ****** ****** have these weird marks/stains all over them. They were expensive & i guess i expected better quality. They are soft, but very disappointed & frustrated w/mystery stains. Wouldnt recomend.

  Quince.com

  Date: 03/26/2024

  Hello ********,Thanks for your feedback. If these aren't to your liking, we'd love to help you find another set that's a better fit. Please reach out to our customer service teams and we'll help you use your free 365 day return to find something you truly love.****

• Review fromCathi P

  Date: 02/26/2024

  1 star
  NOT good customer service! My order was lost by the shipper (which by the way, shipping takes forever). When I contacted them, they said they could only send an expedited replacement order for $10 for the shipping cost. When I said if that's the case just cancel my order, they said OK. Ridiculous!!

  Quince.com

  Date: 03/05/2024

  Hello *****,Thanks for reaching out. I apologize for the frustration with your order caused by the shipping company. I can see that your order was lost in transit by DHL, and that our agents were able to process an immediate refund for your order and offer a replacement order on the spot. I can also see that they offered to discount the expedited shipping, which was only available for one of the items on your order.

• Review fromEdam T

  Date: 02/07/2024

  1 star
  I purchased bed linen from QUINCE and after 3 months of normal use they are pilling and threadbare. Buyer beware - this is an overpriced, poor product which the brand stick by strongly, and that speaks volumes.

  Quince.com

  Date: 02/09/2024

  Hello ****, Thank you for your candid review. Our Linen bedding is some of our most luxurious, but also requires some of the most delicate care, as does any linen weave. To ensure that our customers are receiving the best experience with our bedding products, we provide an incredibly generous 365 day return policy (used or unused) to allow customers to try their bedding out, and it looks like you fell outside of this return window.

• Review fromLisa W

  Date: 01/10/2024

  1 star
  I would not order from this company. My orders arrived late, and the pants I ordered were misleading in size, and material/appearance compared to what I saw online. Worse yet, I returned the pants which while on sale were a total of $54 through PayPal and the company has only refunded me $27 dollars which is the cost of both pants at the sale price. This is infuriating. The company offers 365 day refunds (supposedly) and I literally tried on one of the two pairs which fit horribly, immediately filed the online return, and mailed them shortly afterwards (within a few weeks.) I will not order online again and definitely never would suggest this company. Ignore the podcast recommendations!

  Quince.com

  Date: 01/12/2024

  Hello ****,

   

  Thanks for reaching out. I see that when you created your return, you selected a refund to your original form of payment for one item, and a refund in store credit for the second. I see that you reached out on the 10th and we were able to get that refunded back to your original form of payment. 

• Review fromKimba S

  Date: 01/05/2024

  3 stars
  They do not ever publish negative reviews. Annoying! Ordered several items I liked however noticed that when I submitted a 3-star review they refused to publish w/o asking me for pictures.Its also very sad that almost every shirt/sweater is cropped

  Quince.com

  Date: 01/10/2024

  Hello ********,Thanks for reaching out. I appreciate you taking the time to share your feelings on our sweaters, and can assure you that we do, in fact, publish all of our reviews. However, each review is approved manually by our team members so we can take the opportunity to help resolve any issues they may have, or make product recommendations to turn experiences like yours into 5 stars. We receive around ****+ reviews a day, and with each manually reviewed, you'll typically see yours reflected on the site within the week. Please reach out to us at ********************************** at your convenience and we'd be happy to help you pick a product that better fits your needs.

• Review fromTed J

  Date: 12/25/2023

  1 star
  Ordered gift - got email that it was delivered.Was not.Emailed customer service , said shipper lost package.This sounds like all the other complaints.I do not trust them Could not provide original shipping information How do we shut this scam site down

  Quince.com

  Date: 12/29/2023

  Hi ***,Thanks for your feedback here. I tried to pull up your order or correspondence from your email and wasn't able to find anything. Please reach out to us at ********************************** so we can assist you further.

• Review fromSusan F

  Date: 12/21/2023

  1 star
  Average quality but nonexistent customer service. Received a bedding set with one pillowcase that had a seam not sewn closet upon arrival. Was never able to get ahold of anyone from customer service. Will never order from them again.

  Quince.com

  Date: 12/22/2023

  Hi *****, I can see that you reached out to our customer service yesterday, and ****** responded. Luckily we're happy to process free returns or ************ on any defective items, so I'm sure we can get you a new bedding set in no time at all.