Quince Corporate Office — Local services in San Francisco

Extremely disappointed with Quince… and my order hasn’t even arrived yet.

Yesterday April 1st, 2025 I ordered a deluxe percale bedding bundle, a comforter and pillow set from Quince online. I am moving to New York soon and I wanted to have it ship with enough time to get there around the same time that I would be arriving. I chose the Sand color way for the entire bedding bundle set (duvet comforter, duvet sham, sheet set and pillowcases) and the process was relatively smooth throughout check out.

When I got to the shipping option I chose standard free shipping completely understanding that it might take a bit longer, (it gave me the delivery estimate April 9th - 14th) for ALL OF THE ITEMS (Not once did it state that two items in the set were on preorder.) So I checked out and today I got a notification that part of my order has already shipped. But when I go to check the order it states that part of my order (the sheets which I need in order to sleep on my mattress) are not arriving until late May and the duvet shams are not arriving until JUNE!

I don’t really care about the shams but the sheets are a necessity.

I instantly messaged the support team and that is when I found out that Quince had an extremely dismissive customer service who did nothing to correct the situation.

This whole issue stemmed from a lack of indication on the site that two of my items would be on preorder for over a month and more. (I’m assuming that Quince’s supply had not been updated on their website, which is still not my fault at all. )

If I had known I would have never purchased the set and would have chosen a different color or something that was fully in stock. When explaining this to the support team they blew me off and said there was nothing they could do “because part of the order had already shipped”.

I asked if I could just change the entire order to a different color way but they said no “because part the order had already shipped” I asked if I could cancel the entire order so that I could re-order, but I got the same response.

I continued to ask if there was anything that could be done and they advised me to make a return when the items get there - which really irked me as I had already explained to the support team that some of the items wouldn’t be arriving for over a month. In addition they never admitted to having a faulty display system for stock on their website, or admit that the company was in the wrong, they just continued to pin it back on me. I explained to the support team how frustrated I was and the person lightly apologized , said you can return it when arrives and then ended the chat. Super annoying.

I wouldn’t care if I didn’t have a time frame but I’m moving across the country and paid a good amount of money to have new bedding so I could feel nice and comfortable when I arrived. This is super disappointing especially because this is my first time purchasing anything from Quince. Quince, you should take the advice of your customers if you care about growing your brand and having high customer satisfaction. I’m now going to have to spend more money to get temporary sheets and pillowcases - this whole thing left a bad taste in my mouth about the brand.

Be careful that your shipping dates show up correctly from...

I saw the ads running on tv & decided to try Quince. I bought 6 items before Christmas but 2 were to be for my husband & all were to arrive before Christmas. I received mine but I had to return 2 of the dresses because they did not fit right & Quince gave me a full refund. The items for my husband, a cashmere sweater & a polo, did not arrive as promised & presumed to be lost in shipment. I notified Quince on Dec. 26th, 2024 of the situation & they gave me a full refund. On the 27th, the missing items arrived & trying to correct the situation, I reached out to Quince. They seemingly had a hard time understanding what I was trying to tell them but finally rebilled me for an amount that was about $.30 less than the original amount. I repaid it via Paypal on the same day. My husband tried the sweater & polo shirt on the latter part of Jan. but found they did not fit him correctly. So I reached out to Quince to get a return label sent & they started giving me a bad time about returning it. I finally got a return label & sent it back via FEDEX on 2/13/25 & the tracking shows it was received 2/14/25 at the Pa. location. After waiting almost 2 weeks to be notified of processing a refund, I reached out to them. I have emailed & emailed but they are refusing to process my refund. They now have my $99.55 as well as their clothing. After many attempts to resolve it, I reached out to Paypal to start a dispute. The last rep I communicated with named Katherine insisted I take a store credit but I told her I did not want a credit; I wanted a refund. She instructed me to reach out to Paypal to get my money back. So I notified Paypal to change it to a claim. Paypal has not been much help in resolving this like they claim they will. I filed a formal complaint against Quince Care with the Attorney General in California, providing them with all the documentation. I received a call from Nubia within an hour but did not hear my phone ringing so she emailed me that she wanted to talk to me. I tried to reach her back at the number she left but again it goes to a leave them a message kind of communication. Today I get an email from Christopher & it is almost as though they are deliberately taunting you. I sent Sid Gupta a certified letter to the corporate location today with copies of all of my documents proving they owe me a refund. He may or may not demand they refund my money or send me a full refund, which is all I want from Quince. The Attorney General will investigate what is going on with Quince so I recommend anybody who is in a similar situation, to do the same. It has to be done online. Also the IRS is investigating companies that are possibly shell operations & you have to register with them. It is to shut down fraudulent operations operating within the U.S.. Perhaps the AG will refer Quince to the IRS to look into their operation. UPDATE* I was able to finally get this resolved thru Christopher & Diane & once they started looking into it; my money was refunded. Diane is the Mgr. in Kansas. We had a very productive conversation. They are going to work on their issues to make sure this type of CS doesn't...

Re: False and Misleading Comparative Advertising — Demand for Immediate Cease and Desist

To Whom It May Concern:

We represent Labucq, a premium footwear brand. It has come to our attention that Quince, Inc. (“Quince”) is publishing and disseminating a misleading comparative advertising chart that falsely states Labucq products are not “LWG Certified.”

This claim is categorically false. Labucq’s production processes are, and have been, LWG (Leather Working Group) Certified in accordance with international sustainability and environmental standards. Your misrepresentation constitutes: • False advertising under the Lanham Act (15 U.S.C. § 1125(a)); • Commercial disparagement and trade libel; and • Tortious interference with Labucq’s prospective economic advantage.

Your false claims materially mislead consumers regarding Labucq’s quality and standards, and improperly suggest Quince’s products are superior in areas where Labucq is fully compliant or superior. The damage caused by this misrepresentation is immediate, irreparable, and actionable.

Accordingly, we demand that Quince: Immediately remove any and all references to Labucq in comparative advertising materials, including but not limited to the comparison chart published on your website and any marketing emails or advertisements; Issue a written public correction acknowledging that Labucq products are LWG Certified; Confirm in writing within 48 hours of receipt of this letter that the offending material has been fully removed and corrected.

If Quince fails to comply, Labucq is prepared to pursue all legal remedies available, including but not limited to injunctive relief, monetary damages, and recovery of attorneys’ fees and costs.

This letter is not a complete statement of Labucq’s rights, claims, or remedies, all of which are...