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:01/17/2025

  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 made a purchase with Quince.com on Jan 4th 2024. I submitted a return to ****** within 1 week of receiving the items. I filled out the return form and mailed the return back. One item I failed to mark on the form but I placed it in the box. I chatted with the *********** team to let them know the issue and they said it would be returned. A few weeks ago I noticed I was refunded for all the items except the one that was not on the form. I reached out to ****** and they researched and said they would refund me. I did not get a refund, rather a store credit. They have a 365 return policy, and I paid with ******. They informed me that they cannot return to my original form of payment since ****** wont allow it after 180 days. I asked if there is anything they can do since this was an error on their part. they said no. They have admitted this was their error in the chat uploaded here. The amount I am due in a refund is: $218.20 Credit towards order #*******

  Business Response

  Date: 01/26/2025

  Hello!

  Thank you for sharing feedback regarding your shopping experience with Quince. We're sorry to hear ******'s 180-Day refund policy prevented your delayed refund from being processed to the original payment method used at checkout, but we're happy to address your concerns.

  After reviewing your interactions with our team, you notified us that you submitted the return for your order incorrectly when you forgot to include the Double-Faced Merino Wool Scarf Coat while setting up the return. Our team flagged the issue and requested your assistance with tracking the return so we could manually reach out to our Returns team to check for the item upon delivery. On Jan. 12, 2024, one of our agents replied stating: 
  
  "Keep an eye on this RETURN TRACKING LINK, for the label that has already been processed and is on its way back to us. Please reach out to us 1-2 days after the return package shows as delivered back to **. The returns warehouse needs to this time to physically check incoming returns, and when you reach out, we can send a request for them to confirm the coat's was returned"
  
  Since you failed to follow up with us until December 2024, we were unable to confirm if the extra item was included in your return package. Had you reached out within the requested time frame of 1-2 days after the return package was marked as delivered, we may have been able to confirm the coat was received to process the refund to the ****** within the 180-day refund window.
  
  As a courtesy for the inconvenience, our Care Team processed your refund back to Store Credit for the full amount of the Double-Faced Merino Wool Scarf Coat and provided a $40 discount towards a future purchase. This was done in spite of having no evidence that the coat was actually returned, but because we value you as a customer, exceptions were made and we hope you'll continue shopping with us.

  Going forward, please be sure to take extra care when setting up returns or reach out to our team directly for assistance to avoid similar issues. If you have any other questions or concerns, please don't hesitate to let us know. Thank you for shopping with us!

  Quince

• Initial Complaint

  Date:01/16/2025

  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 over $200 of items on 12/30. I never received a shipping confirmation, even though the company says they will update you when the package ships. However, I received an email on 1/3 that my package was out for delivery. On 1/16, I contacted Quince to let them know that I had never received my package. They then let me know that the package had been returned to them because the shipper did not have access to my building. I am filing this complaint because Quince never refunded me when the package was returned to them. If I had not taken the initiative to contact them, I would have been out over $200 dollars with exchange of goods. That is theft. Additionally, I was never notified when the package was returned to sender. The shipper left zero notice, and no pickup or redelivery options. As far as I was concerned, I had paid over $200 and received nothing in return. ******** services was very helpful and initiated a replacement order. However, failure to refund when the items were returned to them is unacceptable. Change in business practices: I am filing this with the hope that Quince will be pressured to improve their business practices in two ways: 1) Use more reliable, professional shippers. Quince informed me that they use third party shippers, often random ones: they do not know who the shipper will be until the items ship. It is absolutely unacceptable for shippers to return items to sender without any notice. 2) REFUND BUYERS immediately if their order is returned.

  Business Response

  Date: 01/26/2025

  Hello!

  Thank you for providing feedback about your recent shopping and shipping experience with Quince. We're sorry to hear about the issues with the shipment but happy to address your concerns.

  After reviewing your order and interactions with our Care Team, we're happy to see our team was able to quickly provide a resolution for the package that was Returned To Sender. We've confirmed the following emails were sent to help track your order:
  
  12/30/24 - Order Confirmation
  12/31/24 - Your order has been dispatched!
  1/3/25 - Order Out For Delivery

  Our Logistics team has made great strides to get the most up-to-date shipping information to our customers as quickly as possible, so monitoring these emails and the provided links are the best way to know exactly where your package is and when it's expected to arrive. Any issues with delivery will be noted in the tracking details from the assigned carrier. We encourage you to utilize each carriers support options for the quickest resolution, but we're also here to help if you're unsure of next steps! We'll also work with our teams to discuss how we can better communicate shipping/delivery issues to ensure you are properly notified. 
  
  Regarding the carriers we use, we have a mighty network of shipping partners who help us get our products delivered from all over the world directly to you. We utilize well-known carriers like ***** and ***, but depending on where your items are shipping from and where they are headed, you can trust that your items will arrive within the provided time-frame thanks to our network which includes other regional carriers like CDL, ShipX, **** and more. Should you have any issues or feedback, you're welcome to reach out to the assigned carrier directly or share your feedback with our Care team, who will pass it along to the appropriate teams.
  
  If you have any other questions or concerns, please contact our team directly and we'll be happy to assist. Thank you for your feedback, and we look forward to seeing you continue shopping with us!

  Quince

• Initial Complaint

  Date:01/15/2025

  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.

  I made a purchase from ****** (online) on December 27, 2024 for four items totaling $256.87. I used a $50 gift card towards this purchase and a credit card for the remaining balance. After receiving these items, I decided to return one item, totaling $87.49 after tax. I received a confirmation from Quince on 1/12/25 indicating they had processed my return and would be refunding me $87.49 to my credit card. The email also had a line item for store credit and listed this balance as zero. I took this to mean that I would be receiving $87.49 back to my credit card. There was no mention of the gift card I used in this email, nor did I receive any other email regarding the gift card used.When the return processed on my bank statement, it was for the value of $37.49. I checked in with Quince customer service and was told that I received that amount on my credit card because they had refunded my gift card too. This was strange to me, as my total order was far above $50 so there was no reason that $50 could not have been credited towards the items I kept. I was then told that their return system prioritizes refunding gift cards first (they could not provide me with any documentation on their website that lets customers know this is their policy) and there is nothing they can do to refund the full amount to my credit card. I am concerned about this policy, as they did not indicate anywhere on their email confirmation that I received a refund to my gift card. The email confirmation confirms that the amount should be going to my credit card. I still have the gift card that was originally sent, but without my reaching out to Quince for clarification, I would have not known that I have $50 I can spend with them again. This is extremely questionable practices given that my total was far above $50, so there is no reason to refund the gift card, and they hid this information until I asked.

  Business Response

  Date: 01/22/2025

  Hello!

  Thank you for sharing feedback about your recent shopping experience with Quince. We're sorry to hear about the confusion surrounding your recent refund, but we're happy to address your concerns!
  
  After checking on your account and interactions with our team, we've confirmed the refund was processed as expected, but will work with our teams to make sure the refund amount and method are correctly displayed in the Refund Confirmation email. We sincerely appreciate your feedback about this and will use it to make improvements immediately. 
  
  To dive into this further, it's an industry standard to prioritize refunds to Gift Card or Store Credit when a split payment is used to place an order. This isn't meant as a deceptive practice, but utilized to ensure our customers receive their funds as quickly as possible. Since Store Credit and Gift Cards do not require the same 3-5 business day processing time as a refund to a card associated with a bank, our system will prioritize refunding to those methods first so they'll be immediately available to use. If for any reason this is not what you'd prefer, you are always welcome to reach out to so we can explore other available options. We'll work with our teams to ensure this is communicated clearly going forward. 
  
  We appreciate you for reaching out and working with us, and we're happy to see our team provided the refund to your preferred payment method. If you have any other questions or concerns, please don't hesitate to contact us directly and we'll be happy to help!

  Best Regards,

  Quince

• Initial Complaint

  Date:01/14/2025

  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.

  On January 8, I order a pair of pearl earrings and a pearl necklace (order # ********) from this store. These jewelry pieces were meant to be worn on my wedding day, January 24th. Today, January 14th I received the package from quince but my order was incorrect. I received the pearl earrings but I was sent the wrong necklace. Up until now, I was feeling frustrated but I understand that mistakes happen. I tried calling and emailing quince and finally chose to do their text message support. I was expecting a deep apology and to be sent the correct necklace with fast shipping for it to be here before my wedding day! Turns outs, the customer service employee didn't really help me with my issue. She started by saying that the necklace was out of stock. But I told her that I has just placed another order for it and I was hoping they could make it get here fast to correct their mistake. Now, she changed her narrative and said they have very low stock of it and that she could try but she couldn't guarantee it could be here in time and that really there wasn't anything she could do. I understand she is abiding by quince policies and that why im seeking help me. It makes me feel like quince doesn't value their business with their clients and the major inconvenience when I was counting on wearing it for my wedding. In the end, I canceled the orders and will return the wrong necklace. I'd love for someone from quince to reach out and make things right since i am very unhappy with the arrangements. I will not be recommending this store.

  Business Response

  Date: 01/22/2025

  Hello!
  
  Thank you for sharing feedback about your shopping experience with Quince. We apologize for the fulfillment error and lack of satisfactory resolutions regarding the Jewelry you purchased to wear on your Wedding Day!
  
  We understand how important it is to receive the items you ordered in a timely and efficient manner, so we sincerely apologize that the incorrect necklace was sent to you. After reviewing your account and interactions with our Support Team, we confirmed that the necklace was displaying a very low inventory count when you reached out for a replacement, so our agent proactively informed you it was Out of Stock to prevent setting up an order that may not be fulfilled. In some instances, an order can be successfully submitted, but if an item goes out of stock while processing, the order will be canceled and refunded. Since this was an urgent matter for a very important day, the last thing we wanted to do was promise something we couldn't follow through on.
  
  We understand this was not the experience you hoped for, but we're happy to see our team was ultimately able to provide a full refund so you could seek out an alternative for your Big Day! If you have any questions or need further support, please reach out to our team directly and we'll be happy to assist.
  
  We hope you have a wonderful wedding and wish you all the best!
  
  Quince

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22809693
  
  I am rejecting this response because:

  Business continues to not put effort into solving the problem. Full of excuses but no real action when i clearly stated that the refund wasnt what i expected from the business. I will no longer buy or recommend the store due to the lack of effort to solve my problem.
  

  Thank you for nothing! 
  Sincerely,
  
  ******** Zambom ******

• Initial Complaint

  Date:01/13/2025

  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 purchased a $349.69 down comforter from Quince on January 4th, 2025. The package was marked as delivered, but no one rang the doorbell or notified me. Unfortunately, the package was stolen before I was even aware it had arrived.I reached out to Quince customer service for assistance, and a representative named ****** responded:"Thank you for letting me know, I am so sorry to hear that your package was stolen! While Quince is not responsible for stolen packages, we are happy to offer you a $50 code to use toward a future Quince order, just apply it at checkout."I find this resolution completely inadequate. While I understand that stolen packages present a challenge for both consumers and merchants, many reputable companies take greater responsibility in ensuring customer satisfactionwhether by offering a refund, replacement, or alternative resolution.I expected better from Quince, especially given the high price point of their products. A $50 credit on a $349.69 purchase does not reflect fair customer service, nor does it provide an acceptable resolution.I am requesting that Quince either replace the item or issue a full refund. I hope they reconsider their policy to align with industry standards and customer expectations.

  Business Response

  Date: 01/21/2025

  Hello! 

  Thank you for sharing your feedback about your shopping experience with Quince! We're sorry to hear about the stolen package, but will certainly address your concerns!
  
  After checking on your order and account, we confirmed that the order was successfully shipped and delivered within our standard shipping window. We also confirmed that the Quince tracking and ***** tracking links provided were working and showed the necessary updates as they were provided. Still, we're sorry to see that your order was stolen after you were notified that it was delivered. As an online retailer, we go to great lengths to ensure our packages are shipped quickly and securely. We have a great network of carriers who help us get orders to our customer everyday!
  
  That said, we understand that there may be some unexpected obstacles from time to time. We're happy to see that you filed a police report for your own security and safety and ecstatic to see that our team was able to set up a replacement order. Going forward, we encourage you to provide a safe and secure shipping address or provide an alternate address if the previous one isn't a viable option. Our teams will continue to review and improve our policies as we move forward.

  If you have any other questions or concerns, we encourage you to contact our Care team directly so we can better assist. Thank you for shopping with us, and we hope to see you back soon!

  Best Regards,

  Quince

• Initial Complaint

  Date:01/10/2025

  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 have used the suitcase I purchased from Quince 3 times and upon using it the 3rd time a part of the compression system snapped during regular use. I have been going back and forth with the company, with no useful resolution. They have offered me store credit and appear to not want to honor the limited lifetime warranty associated with the product and is listed on the website. I am not asking for a replacement item, but a replacement part so I have a fully functioning suitcase. It appears as the compression system that came with the suitcase I purchased is defective and a replacement part seems like a reasonable solution and is aligned with the policy listed on the website. If a replacement part is not available, then the next best solution would be to replace the suitcase as the one I have appears to be defective. I am so frustrated and disappointed with Quince.

  Business Response

  Date: 01/14/2025

  Hello! 
  
  Thank you for sharing your feedback about your shopping experience with Quince! We're sorry to hear about the issues with your luggage but happy to address your concerns. 

  After reviewing your order and account, the purchase was made in November of 2023, which is outside of our 365 day return policy and why we wouldn't be able to assist with a replacement. That said, we understand that some defects may not present themselves immediately, which is why we offer a Limited Lifetime Warranty on certain products. Our Limited Lifetime Warranty specifically states the only defects that are covered are:
  
  Cracks or breaks in the shell.
  Wheels, handles, or telescoping handles that break off or are no longer usable.
  Zippers that can no longer be opened or closed.

  Our limited warranty only covers the parts that we're able to replace and unfortunately, the interior components of the bag are not covered. Since your luggage was damaged well after purchasing and while in use, we aren't able provide a replacement or refund. However, we're happy to see that our team still offered a generous discount towards the purchase of a replacement or any other items you may have been interested in. 
  
  We understand how disappointing it can be when the outcome isn't what you hoped for, but we hope the discount that's been provided will encourage you to give our products another chance so we can turn this experience around. If you have any other questions or concerns, please don't hesitate to contact us directly so we can help. Otherwise, thank you for shopping with us, and have a wonderful day!

  Best Regards,
  Quince

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22794499
  
  I am rejecting this response because: it is not a sufficient resolution.  Please replace this defective suitcase.  While I appreciate the discount codes, I am not longer interested in investing in this brand.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/09/2025

  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 should have checked the BBB reviews before I ordered from Quince, now I see why I haven't received a return shipping label and can no longer see the option to initiate a return or any return status on the website. It appears I will now have to open a chargeback with my credit card company. The comforter smelled like toxic chemicals and is shedding all over, very poor quality and returns are a huge pain and customer service is non-existent!

  Business Response

  Date: 01/14/2025

  Hello!
  
  Thank you for sharing your feedback about your shopping experience with Quince. We're sorry to hear about the trouble with the return process and quality concerns.

  Since our products are shipped from factories around the world, they can sometimes absorb odors from their plastic packaging during the long journey. A quick wash will usually take care of it.
  We're also working on improving our packaging to be more sustainable, using 100% compostable poly bags and recycled plastic mailers, and minimizing packaging overall to reduce waste.
  
  After reviewing your order and account, I'm happy to see our team was able to provide a copy of the free Return Label that was already emailed to you when you set up the return, as well as the ** code in case a printer isn't available to you. 
  
  Now that your return is on its way back to **, please allow up to 5 business days for your refund to be processed once it's received by our returns team. You will receive an email confirmation once your refund is complete.

  Again, I'm sorry your first experience with us wasn't what you expected, but if you have any other questions or concerns, please don't hesitate to contact us directly and we'll be happy to help!

  Best Regards,
  Quince

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22788162
  
  I am rejecting this response because:  If they tracked the return package, they can issue the refund now!
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/04/2025

  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.

  Purchase something on 1/3/25 and canceled it right away. They refused. Said it shipped. That was a lie. Asked for courier and where it was coming from 5 times. They refused to tell me. This company has a lot of negative feedback. Filing a complaint with the Federal Trade Commisson for fraud.

  Business Response

  Date: 01/06/2025

  Hello,

  Thank you for sharing your feedback about your experience while shopping with Quince. We're sorry to hear you were unable to cancel your order within the cancelation window, but we're happy to address your concerns.

  Per our FAQs and Return Policy: Once you place your order, you have a 15-minute window to make changes or cancel. If your order has already been processed, dont worryyou'll be covered under our Return Policy. To cancel an order, log in to your account with the same email used to place the order, go to My Orders & Returns, find the order you'd like to cancel, and click "Cancel." If more than 15 minutes have passed since your order was placed, you will not see the option to cancel. Our goal is to ship your orders as quickly as possible, and unfortunately, were unable to cancel or edit orders more than 15 minutes after they have been placed.

  Since the order is already enroute from one of our facilities in ************* via UniUni, we're unable to process a cancelation. However, since the order number was sent to you via email confirmation, you can create an account with the email used to place the order to set up a return. Once you've entered the return information, we'll email you a free return label to send the items back at your convenience. Once the return is scanned by the carrier, your refund will be processed. If you need any help with this, please contact us at [email protected] and our team will be happy to assist!

  We apologize for the disappointing experience, but our team is available to assist with any inquiries. Please contact us directly so we can assist. We appreciate your consideration and would love the chance to turn this experience around!

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22767494
  
  I am rejecting this response because: Already did that by phone and their CS person said I was a minute to late. Yes 1 minute. This company is a joke and very dishonest. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/26/2024

  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.

  One of the locks jammed in the process of setting the new code. I have been locked out of my suitcase - and by extension clothes, gifts, and work - in the middle of a holiday trip and ahead of a work trip. Ive taken it to a repair shop, they cannot fix it and have suggested breaking the lock. All of this in my first four days with this suitcase.I submitted two replacement requests and separately reached out to Quince customer ********** questions were thus:1. What is their guidance for opening this permanently locked suitcase?2. If force is required, does that preclude the opportunity to have the suitcase replaced?The response I received was the same lock setting instructions that came in the box. These were the same instructions I was following when the lock jammed. I received no other guidance, and my question regarding forcibly opening the bag was ************** is now the fourth day. Despite this issue being escalated earlier in the week, I have not so much as received a follow-up, a confirmation of my email reiterating my initial questions, or status update for my replacement ********** like to think that the inconvenience this situation is causing me would be taken seriously by Quince, but so far I have no reason to assume it is so.

  Business Response

  Date: 12/29/2024

  Hello!

  Thank you for provided feedback about your shopping experience with Quince! I'm so sorry to hear about the issues with the potentially defective Aluminum Carry-On Suitcase from your recent order.
  
  We're terribly sorry the issues with the suitcase happened while you were on a trip, preventing access to your gifts, clothes and work materials! Our team has been busy working to catch up on our holiday correspondence, so I apologize for the delayed responses from our team. That said, I'm happy to see that we were able to eventually provide a full refund and discount code so you can re-order when convenient. I've confirmed we also re-instated the discount that was applied to the original order, so you'll be able to get the same item at the same price or less!
  
  We sincerely appreciate your patience while we worked to address your concerns. If you have any other questions or need further assistance, please don't hesitate to reach out to us directly and we'll be happy to help! Otherwise, thank you for shopping with Quince and have a wonderful day!

  - ******* C

  Customer Answer

  Date: 12/29/2024

  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:12/19/2024

  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 ordered an item that was delievered outside my building in *** (no one buzzed) and it was stolen. I emailed the company and they have not responded in 5 days. Their chat feature is not responding, they are not answering their phone line nor responding via text. I attempted communication multiple times during their business hours.

  Business Response

  Date: 12/29/2024

  Hello!

  Thank you for sharing your feedback about your shopping experience with Quince. We regret to hear that your package was delivered to an unsecure location and stolen. We also apologize for the delayed response due to our high contact volume from the busy holiday season!

  While Quince is not responsible for stolen packages, I'm happy to see our team worked with you to provide a refund for the stolen package. I confirmed we also provided a discount code with the hope of turning the experience around. Once you see your package is on it's way, we encourage you to research the assigned carrier to contact and provide any specific delivery instructions that could help prevent theft. Providing a secure address and delivery location are crucial when shopping online. 

  You can find multiple ways to reach our support team via the Contact Us page in the footer of Quince.com, but if you receive an automated reply, be sure to respond to it so a live agent can follow up to assist. If you have any other questions or concerns, please contact us directly and we'll be happy to help. Thank you for shopping with us and have a wonderful day!

  - *******