Complaints

This profile includes complaints for Kate Quinn Organics, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Kate Quinn Organics, Inc.

  16531 13th Ave W Ste A102 Lynnwood, WA 98037

• 

  Kate Quinn Organics, Inc.

  17624 15th Ave SE Ste 105A Bothell, WA 98012-5100

• 

  Kate Quinn Organics, Inc.

  15000 Woodinville Redmond Rd Bldg B Ste 900 Woodinville, WA 98072

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:12/18/2024

  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 placed an order for 2 dresses for a Christmas gift on December 1. On December 10 I contacted the company. They told me they have a 1 to 12 business day fulfillment process. I contacted them again a few days later expressing my concern and disappointment in my items taking this long to ship. They assured me a 1 to 12 business day fulfillment. The 12th business day was yesterday December 17th. I have since then been messaging them through there chat asking for an explanation, refund, or some semblance of customer service. I also tried contacting them through ********. The only form of contact for this business is through ******** or the chat. I have sent many messages and they have not responded to anything. They have taken my money but I have no product. I am requesting a full refund to my original form of payment. The company should also make it abundantly clear the extreme amount of time they need to fill orders. Customers should have to read fine print to find out they should shop elsewhere. I feel this company is dishonest and deceptive.

  Business Response

  Date: 12/22/2024

  Hello,

  The customer reached out on December 13th asking when their order would be fulfilled. We told the customer our fulfillment times are 1-12 business days. It is noted that Orders placed during high volume sales, discounts, and promotions may take a few additional days to fulfill. The order was placed on December 1st during one of our Black Friday events and we did have a very high volume of orders placed that weekend. This can cause orders to take a little longer than normal to fulfill. 

  Customers are able to contact us through email, text, chat, and ******** messenger. This information is on our contact us page: ***************************************************** Our fulfillment times can be found on our shipping page: ***************************************************.

  Our team has been working around the clock during this busy season! The customers order shipped out on the 13th business day and is expected to be delivered 12/23/24. If they no longer need their items, they are welcome to return. Information on how to return an item is located on our orders and returns page: *********************************************************.

   

• Initial Complaint

  Date:10/11/2024

  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 placed an order on September 18 that shipped on September 26. The tracking stated Id receive the package on October 1, so I reached out on October 2 asking for a tracking update. They replied on October 3 telling me that shipping could take 2-8 business days, so I reached out again on the evening of October 7, stating that I still didnt receive my package. They replied on October 8 asking if I filed a claim, so I did that through their website on October 8. After completing the claim, it mentioned something about receiving store credit which I did not ask for. Their website states that when you file a claim, you would receive a refund to the original form of payment. I replied again on October 8 asking about the refund, and no response. Ive tried contacting customer service on multiple occasions, attempting to get answers through their ******** page, and I get ignored, or my comments get deleted. I want a refund for my missing package.

  Business Response

  Date: 10/24/2024

  Hello,

  Standard shipping typically takes 2-8 business days. We ask customers to wait at least 8 business days to see if their package will be delivered. After that, a claim needs to be filed with the carrier. As a courtesy, we filed a claim for the customer and **** has still not been able to locate the package.

  Our shipping policy states we are not responsible for lost or stolen packages.

  At checkout, the customer has the option to purchase package protection. In the event that their order is lost or damaged in transit, they may file a claim through our website and a refund will be issued on the claim has been reviewed and approved. This customer did not purchase package protection so their package was not covered. 

  ***************************************************

  We have done everything we can to help locate the package for the customer and their messages were not ignored. Our social media team is not customer service so any customer service related questions will be removed and they are asked to reach out to the customer service team. 

  We will continue to keep an eye on the claim submitted to **** and reach out to the customer if we are able to recover their package. 

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22412647
  
  I am rejecting this response because:
  
  My attempts at reaching out were absolutely  ignored as you can see from the screenshots I provided at an earlier date. I reached out after the 2-8 business days and attempted to make a clarification on who to file a claim with, and was ignored for several days. On your website, you state that customer service reaches out within a few hours, but that was not the case for me obviously. 

  There was no option for me to purchase package protection, but there was an option for me to purchase free returns, which I declined. Your company now offers package protection AND free returns combined at checkout, but that option was not available when I made my purchase.  

  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/17/2024

  Type:Delivery 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 placed an order on the website on September 4th. As of today, September 17th, the order has not shipped. I keep being "reassured" the order will ship, but it hasn't. Today, I was told that it would be shipped "very soon."This order is a gift and the time has passed and I have requested that the order be cancelled and that I be refunded. I am told that is not *********** add to the insult, since I placed the order, the site significantly reduced the price. I am extremely dissatisfied with the platitudes from customer service, but absolutely no service or effort to resolve my complaint. They tell me I can return the item when (or in my opinion if ever) I receive it, but the item was supposed to be shipped to the gift recipient, not to me.If the item is no longer in stock, which it shows as being NOT IN STOCK on the website, then the seller should refund the purchase price, not make a customer wait around until ... when???It's tool late. I want to cancel the order and receive a refund.

  Business Response

  Date: 09/23/2024

  Hello,

  At the time the customer placed their order, our current fulfillment times were listed at 1-12 business days. This information can be found out on shipping page.

  Our order policy states we do not cancel orders. However, we did make a one time exception and cancel this order on September 18th, 2024. 

  We have attached a screenshot of the order page which shows a refunded was issued and this customer has already been taken care of. 

  Customer Answer

  Date: 09/24/2024

   
  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:08/15/2024

  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 placed an order on 8/2. It is now 8/15 and my shipment is still unfulfilled. I needed these items for a photoshoot last week. Nowhere on their checking out page does it indicate how slow shipping is. You have to pay $5.99 for standard shipping, which is typically 5-7 days after shipment. They are not clear or upfront about the fact it will be almost a month before you even get your order. they also sneakily add a "free returns" item to your shopping cart. you have to look for the box to uncheck it if you don't want it. How is it free returns if you're charging someone a fee?It is ridiculous on how they are being sneaky during their checkout process. I will NEVER shop here again. I feel scammed.

  Business Response

  Date: 08/26/2024

  Hello,

  At the time the customers order was placed, our fulfillment times were listed at 1-12 business days. The order was placed on 8/2/2024 and fulfilled on 8/16/2024. The package was delivered on 8/24/2024. Our fulfillment times can be found on our shipping page. 

  ***************************************************

  We recently began offering the ability to purchase unlimited returns for $1.98. This is on a per order basis. This allows you to make as many returns as you would like on the order without paying any shipping cost. If you wish to not purchase unlimited returns simply uncheck the box located above the pay now button at checkout. The customer unchecked the returns option and was not charged for it. If a customer ever forgets to uncheck the box, they can reach out to customer service to have it removed. You can locate this information on our orders and returns page.

  *********************************************************

  We do our absolute best to get orders fulfilled as soon as possible! We see that this customer did decide to place another order with us and if they have any questions at all, they are welcome to reach out to our customer service team. We are happy to help!

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22148086
  
  I am rejecting this response because:

  There is no change to their checkout process where shipping times are appropriately displayed. KQ needs to be more transparent. Their "free returns" option is just a money grab allowing them to offer customers to shop items back without paying postage. Most companies accept free returns without any weird fees. 

  The clothes aren't even made in *******. They are all made in *****. So I have 0 idea why it takes so long to get our orders. It's not like they are making them in their own shop and warehouse. 

  I ordered a 2nd order due to the face the items I wanted first time around were unavailable. Since they magically came back into stock, I ordered them.
  
  Sincerely,
  *******************************

• Initial Complaint

  Date:07/29/2024

  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 July 26, 2024, I made a purchase from **** Quinn using a 20percent off reward code. I also forgot one item so i made a second purchase (without using the code). Later in the day i noticed three charges to my account and when I went to investigate, i notice that there is a third purchase made for the exact same items (the items I purchased using the 20percent off code) but this time there is no code applied. I never made two carts of the same items, so I immediately contacted customer service. There must have been an issue with their system. I contacted customer service at ****** on Friday July 26, 2024, they did not respond to me until 7/28/2024 at 4:10pm. They responded that the orders have "merged" and there is nothing they can do. I contacted them before the order merged, it is not my fault they took long to answer me. I do not understand why this can not be fixed.

  Business Response

  Date: 08/13/2024

  Hello,

  The first order was placed on July 26th at 10:02am PST. The 20% off coupon was NOT applied to this order. We are showing the customer placed another order on July 26th at 10:04am PST for the exact same items and they added the 20% off coupon. They did place a third order at 10:27am PST but it was not for the same items. Order confirmations were emailed after each order was placed. We have attached screenshots of the order pages showing what times the orders were placed and to show that the coupon was applied to the second order placed. The third order was not for the exact same items.

  Our order policy states:

  Once your order is placed, it is sent immediately to our fulfillment center, and we are unable to make changes or cancellations to placed orders for any reason. You may return your order for store credit as soon as you receive it (in its original packaging).

  *********************************************************

  If a customer ever forgets to apply a coupon to an order, they are welcome to reach out to us to see if we are able to apply it or not. Our promotional discount policy states:

  If you have trouble applying a promotional discount code to your order before check out, please reach out to customer service team at ******************************** within 10 minutes of your purchase. Be sure to include your order number and the code you were trying to apply. We will do our best to accommodate these requests. Requests made after the first 10 minutes of placing an order will not be accommodated. This policy applies to orders placed 12/14/2022 and forward. We are not able to retroactively apply discount codes to orders previous of 12/14/2022.

  The customer has received their order. They are welcome to return the extra items for store credit.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22060938
  
  I am rejecting this response because:
  As stated before, I never loaded two carts. Somehow when applying the code the order went through twice. This company also has already shipped this order prior to responding to my complaint.  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/27/2024

  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 July 16th I messaged your customer service department (****) and asked for you to change my address to one in ********, **. We were in the middle of a move and I was having our mail sent to that mailbox. Your customer service took several hours (it was almost 8 hours by the time they responded to my request) and by the time they did, 2 of my packages were then labeled with the incorrect address. **** did update my address for future orders, but it was too late at that point now I had the 2 packages with the wrong address on them being sent to an empty home.I dont believe this is my fault or mistake, and dont feel that I should be held responsible for paying to re-ship.I was told my address was updated on the 16th to the new one for all outstanding orders. On the 24th I gave customer service our permanent address and was told it was updated in the system on Wednesday (the Trumbull, ** address). Another order was shipped the 26th with the old address.I was told by customer service there was nothing they could do and to redirect this shipment on my own which costs a fee. Further, mail interception/forwarding doesnt work on DHL shipped packages. My 2 packages were returned to sender (have been delivered back to your warehouse and am waiting for someone contact me for re-shipment).I am so disappointed that customer service I have spoken with so far seems to be unable/unwilling to correct this very important issue, and my bigger issue is that it needs to be dealt with in a timely manner so that more packages do not get sent to the wrong address, or worse, I lose 100s of dollars l've spent on these products in the mail. I really shouldn't be waiting 12+ hours to hear from someone, or even 5-6 hours for replies, especially when I'm on the east coast and I'm sending messages 3- 4 hours before you open at 9am. I need for **** Quinn to redirect them to the address I provided to your customer service team on the 16th or 24th.

  Business Response

  Date: 08/13/2024

  Hello,

  The customer did ask us to update their address on their unfulfilled orders. Our customer service *** confirmed the order numbers that were updated with the customer. One of the orders was accidentally missed by us and the customer. Orders were shipped to the customers old address and was returned to **. All orders were reshipped to the updated address and the customer has received their packages. 

• Initial Complaint

  Date:07/10/2024

  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.

  I ordered 7 days ago on katequinn.com. 7 days later no update is available, no communication from *********** was hold until I emailed them yesterday. Theres no phone number available, customer service can only be Contacted via ******** messenger or text message. **************** told me that shipping can take 3 weeks, seriously ? Within the states and for an order which goes to the state next to their companys location ? I am not willing to wait 21 days for an order shipped within the *** and not overseas. Unfortunately I didnt read the reviews for this shop before ordering online. I will give them 7 more days which is 10 business days for them and otherwise I will contact PayPal and ask for a refund

  Business Response

  Date: 07/19/2024

  Hello,

  At the time the customer placed their order, fulfillment times were listed at 1-12 business days. The customer placed their order on July 3rd and it was fulfilled July 17th.

  Customers are able to contact us by email, chat, text, or ******** messenger. We responded to both of the customers messages. 

  We just finished up moving warehouses so orders did take closer to 12 business days to fulfill! If the customer no longer needs their items, they are welcome to return.

   

  Customer Answer

  Date: 07/19/2024

   
  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:05/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 that did not send for three weeks. When I saw the order had not even been fulfilled after three weeks, I asked to cancel the order. **** Quinn refuses the request and was told I can just return it once I receive it. Several days later, I got an email saying the order shipped. I requested the tracking number and was not provided one. The next day, I received notice that one of my items was not available and was refunded. This means, they lied about shipping the order and they refused to offer a refund when they didnt even have all the merchandise in my order in the first place. About a week after all of this happened, my order was set to be delivered. I NEVER RECEIVED IT. I emailed **** Quinn again and they told me to file a claim with ***** Any other company would just refund me for the small order and be done with it. The customer service at this company is laughable. I will never order from them again and urge others to not purchase from the company.

• Initial Complaint

  Date:04/28/2024

  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 made a purchase on Sunday, April 28, 2024. I used a coupon code and the cart showed a 20% discount on all items.When I placed the order the amount did not reflect the 20% discount and I was charged more.I emailed the company and they said the discount did not apply to the items I purchased. The cart reflected the discount and the total amount I would be charged showed the 20% discount.It was only when I placed the order that the amount increased that I was charged. I would have adjusted my order or not even placed it if I had known there was no discount.I would like a refund of the 20% plus tax.

  Business Response

  Date: 05/01/2024

  Hello,

  The code the customer is referring to was issued to a specific group of customers who had delayed orders due to a shipment arriving late from our factory. As a courtesy, the customers who had delayed orders were issued a 20% off code for a future order. We individually emailed everyone who was eligible for the discount. This customer never placed an order from the delayed collection so they were never issued the coupon and was also never valid for one. Their account was also never linked with the code so it would not have applied to their order. This was not a site wide advertised code for anyone to use. 

  We have attached a screenshot of our conversation with the customer where they state that they received the code from a friend. Their friend may have had a delayed order and was issued the code, but it was not for others to use. 

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21637600
  
  I am rejecting this response because:

  The cart showed a 20% discount to the total amount. It was only after I pressed place order that the amount changed.

  I was misled into believing I was getting a discount, until I actually placed the order, then was charged the full amount.

  Their website accepted the discount code. It should have shown that the discount didn't apply, if that was the case.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/18/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 four orders on ************ Quinn website for nearly $2,000 worth of children's clothing on November 3, November 4, November 13, and November 27, 2023. The order numbers are KQ2636747, KQ2638195, KQ2645072, and KQ2665385, respectively. However, to this day, I have not received any of the items, and all four packages are suspected to be lost. Despite numerous claims made to the company, they have refused to take responsibility. This is not a small order, and although I have paid, I have not received any goods nor have I received any form of compensation. Therefore, I hope to receive the service I am *********** or to be reasonably compensated.