Reviews

Review Details

• Review fromWinnie X

  Date: 12/20/2023

  1 star
  ***Posting on BBB because I notice my reviews never showed on the website, so misleading advertising as I relied on the reviews online to make an inform purchase and I felt misled****Order: 14K Gold Diamond Line Ring ORDER #******* Bought this ring during Black Friday thinking it was on sale. The package came without a ring and I had to contact customer service to get it redelivered.Quality of the ring feels light and cheap like plastic. The package does not look nice either considering its fine jewelry.The size I got was a bit bigger so I submitted for exchange for a smaller size. Their system was very confusing, because it showed as return instead of exchange and customer service told me I did it correctly. Then, I realized they processed my order and the wrong ring size is shipped so I contacted customer service again and they told me they messed up my order and process my order as REPLACEMENT instead of EXCHANGE. They told me they can only cancel my order and refund me and I have to order the ring again. The price is the SAME price as Black Friday sale which is just a marketing scheme. It was never on sale; they just make it look like it was discounted to get people to buy it. At this point I am extremely annoyed that they cannot fix the order and they did not even offer to credit me for the inconveniences. I will NEVER shop with QUINCE again. Take my money somewhere else the quality and customer service are so bad.

  Quince.com

  Date: 12/22/2023

  Hi ******,I'm sorry to hear you've had such a rough experience. Typically our refunds and ************ are smooth sailing, but it looks like we missed the mark ***** I'm happy to hear we were able to get you refunded and hope you'll give us another chance in the future.

• Review fromJerry J

  Date: 12/15/2023

  1 star
  Absolutely not reliable. I ordered an item and the shipping said 6-9 business days. It never arrived and tracking said that it was en-route. I reached out and their customer service said to wait another 7 days, and to reach out if it still hadn't arrived. When it didn't arrive 7 days later, the same customer service person said it was actually out of stock. So, it was never shipped in the first place. They basically made me wait an extra 7 days when they could've ************* whether the item was shipped or not when I first reached out. Terrible customer service. Completely unreliable. Take your business elsewhere. BEWARE.

  Quince.com

  Date: 12/20/2023

  Hello *****,Thanks for your feedback. I can see that your package was, in fact, lost by DHL, and we offered a discount for the inconvenience, and attempted to replace with a different color that was in stock at the time. While we're very proud of our shipping process, we unfortunately cannot control packages lost by a carrier.

• Review fromerkut a

  Date: 12/15/2023

  2 stars
  Becareful about Cashmere Items.LOW quality, like Merinos Wool.It is not the same quality which I bought from other Brands

  Quince.com

  Date: 12/20/2023

  Hello *****,Thanks for your feedback. I'm sorry you weren't impressed by our cashmere, most folks seem to love it. Don't forget, you have 365 days to return your order, and we'd love to find you something that suits you better.

• Review fromElisabeth J

  Date: 12/08/2023

  4 stars
  I like most of the cashmere that ordered last year. I also liked the linen bedding that I ordered. I have had problems with incorrect purchases shipped and purchases not delivered. I received refunds, but the process is frustrating and can take weeks. Quince is not a manufacturer but a supplier and lacks control of inventory and shipping and that makes it difficult to control output. Buyer beware!

  Quince.com

  Date: 12/20/2023

  Hi *********,Thanks for your feedback here. As we grow, we're working to improve our logistics and delivery processes with our shipping partners. Typically the holidays can make shipping a bit tricky, but I hope you'll give us a chance to wow you again with our products.

• Review fromCara L

  Date: 12/06/2023

  5 stars
  Ordered a coat. Quality was great but it was too big. Returned it and was credit back immediately.

  Quince.com

  Date: 12/20/2023

  Hello ****,Thanks for your feedback. I'm sorry we didn't nail the fit on the coat you purchased, but I hope we can find another size, or another coat that will suit you better.

• Review fromMamatha R

  Date: 12/05/2023

  1 star
  I am very disappointed with Quince. I had ordered 2 pants for $79.80. I got a message on November 15th that they have delivered, but I have not received them so far. I called the customer service, n was told they will send me a picture it was delivered to me, but so far there is no response, I will not buy from them any more. It looks like a scam to me.

  Quince.com

  Date: 12/20/2023

  Hello *******,I appreciate your feedback. I see that on 12/5 we responded via email with photo confirmation of your delivery, along with a request to contact us back if you still didn't have the package. Please feel free to reach back out to our customer service team so we can assist you with filing a claim for your missing package.

• Review fromCarissa C

  Date: 12/04/2023

  1 star
  I was extremely excited to learn about Quince and to update my wardrobe with several key pieces from the Quince site. However, from the start is has been nothing, but a nightmarish experience. There were several glitches placing the order, my welcome code needed to be updated twice. I spent over 2 hours on the phone with CS trying to get the order placed. This took two days to finally accomplish. Ok, order was placed 11/16 and I was so excited. I was given an estimated delivery date of 11/24-11/28. Not the fastest shipping, but since the pieces seem to be such a great value I thought it's worth the wait. I continually checked my tracking info and there was no update, just a message from ***** that will add a delivery date as soon as your package is received. I contacted CS a couple more times stating I was "concerned" that the items were still not received by *****. They then changed the delivery window to be until 12/1. I called on 11/30 - ***** still did not have the package and they told be to wait until ****. I spent over $2k with this company, my card was charged and no sign of product. One CS told me the order was lost, another said it was stuck in customs. 12/4 I got a call saying the order was lost and I had two options cancel, or place the order again, but a few of the items are now missing. There is no way to expedite shipping, there has been no compensation for the amount of time I have spent on this or the fact I have now paid over $2k for product I never received. They could take some lessons from Amazon on shipping and making customers feel appreciated and supported in the process. The excitement I was had for this company has completely fizzled and I will not be recommending to any of my friends. It was way too much of a headache.

  Quince.com

  Date: 12/06/2023

  Hello *******,
  Thank you for such an honest review. We've had some struggles a very few of our orders as we approached the holiday season, and it looks like you've been one of the affected. I apologize for the frustration this has caused you, and we'll be taking this feedback to our fulfillment partners to improve our processes moving forward. Once again, I apologize that our continued improvement comes at your expense, and hope you're willing to give us a chance to impress you in the future. Please let us know if you have any further questions, or if there's anything else we can assist with.

• Review fromMaria A

  Date: 11/25/2023

  1 star
  I placed a pricey order a month ago and out of the 6 pieces I ordered, only 5 of them arrived in the box even though the online platform indicated all 6 were delivered. This was clearly a Quince mistake in their packaging. Sure, the quality of the items are good but this does not make up for the company neglecting to include one piece in an order or the poor delivery process/customer support following the mishap.Second try: I reached out to **************** who helped in getting out a replacement. Fast forward two more weeks, and the replacement order was apparently delivered, however, it was never delivered to my address. I have cameras around my home's perimeter and a doorbell camera which provided that no Quince/DHL delivery was made to my home. Third Try: As a result of never receiving the missing piece in the previous orders, Quince's team initiated another replacement. A week or so later, I have now received an email from Quince letting me know the order was delivered. Once again, this is not the case. I checked with neighbors and no one has received it. I have reached out to Quince's support to troubleshoot... again. It was an inconvenience that Quince had me knocking on the doors of my neighbors to inquire about this package. Further, had I not been on top of my missing order, no one on the Quince side would have said a word to help the matter. I have spent 10x more the effort troubleshooting this mistake by Quince and the lack of competency by DHL than it took Quince to charge my credit card for my order. The original delivery made it to me, why not the next two?Taking this inconvenience into account, ********************** has offered the bare minimum in terms of replacements with apologies that do nothing to expedite nor provide relief for this grievance. There has been no effort to expediting the order nor to use a more competent carrier who can actually deliver the order that has long been paid for to the proper address.

  Quince.com

  Date: 12/01/2023

  Hello *****,Thank you for reaching out. I know a missing package can be frustrating, let alone multiples, and we're just as disappointed with your recent experience. Unfortunately, we have limited insight into DHL's systems, and while we can create replacement orders (at our expense), we have the same limited ability as other retailers to track down missing packages. We have no way to tell that a package is missing unless our customers tell us. For this reason, we typically ask our customers to check with their neighbors for these packages, as we know the carriers occasionally make mistakes. Additionally, once a package is reported as missing, our options are limited, so we typically direct our customers to open a claim with the carrier. In your case, we've replaced the order multiple times, and even offered to ship to another address in case the location of the delivery is the issue. Unfortunately, we do not have the ability to expedite shipping for all of our products, otherwise we would have happily done so to find a resolution for you faster.I do see that we have processed a refund for you, and replaced the order multiple times. While I wish there was a way that we could guarantee delivery of the order, or have solved this faster, we are the mercy of our shipping partners. I hope you understand and give us another chance in the future, as we've clearly demonstrated our desire to replace the package when possible and issue a full refund (even without receiving the merchandise back) when our options are exhausted.Have a great week

• Review fromCynthia J

  Date: 11/22/2023

  5 stars
  To the contrary of some of the irresponsible reviews, I have found that the quality of their cashmere ie skirt, jogging pants, zip up hoody and pull over cashmere sweater were all of excellent quality, and at a price that simply is unavailable by any other company that I have ever purchased cashmere from. While some of the cashmere pieces are distributed from ****** and sometimes take a few days longer for the delivery, every single time I made an inquiry to the company about the deliver date, I received a response the same day explaining to me why a few days extra and when I could expect the delivery. In todays get over world this kind of customer service experience is unheard of. So whomever the people are that gave a bad review need to order more merchandise on line from other companies to find out just how excellent the Quince products and delivery services are.

  Quince.com

  Date: 11/24/2023

  *******,

   

  Thanks for reaching out. So glad to hear you're happy with our cashmere products (we're pretty fond of them ourselves!). We're regularly adding new fits and styles, so make sure to check out our new arrivals page (*********************************************************) and let us know what you think of our new offerings. Have a great weekend!

• Review fromNik U

  Date: 10/16/2023

  1 star
  It has been 30 days of absurdity. Over a month ago I clicked "Notify Me" about a crossbody bag. So I keep getting emails telling me that this bag is in stock. Probably 10 emails so far. There is no unsubscribe or STOP option in the email or on the website. And now, since September 16th, I have emailed with ************* and been told multiple times that I have been unsubscribed AND that the emails will stop. But once again, I have received an email. I liked their products and now I just want my existence to be entirely removed from their system.

  Quince.com

  Date: 10/17/2023

  Hello ***,I'm terribly sorry for the frustration, this is a known bug we're working through. Currently these Notify Me emails are considered transactional emails, and unsubscribing you from them would prevent you from receiving any order confirmation or shipping emails from an order you might place. That said, we've heard your feedback and are exploring ways to unsubscribe customers from these email types to prevent this from happening again.I truly appreciate your feedback here, and I'm hoping we can get this resolved quickly so you can once again like our products, only with far fewer emails.Have a great week,****