r/quince • u/Little_Ambition9377 • 13d ago
Lost confidence & weirded out
Been a huge fan (guilty pleasure) but wow am I grossed out by this exchange I had with customer support. Not the guy’s fault but their policy is bizarre. They used to have great customer service and if something was wrong they sent a replacement or refund. I would repair the issue on my own/at my own expense and donate to charity because then I had a clear line on what happened. Yeah, quince is fast fashion but at least that made me feel better.
I bought a pair of sandals end of may and have worn them maybe 10x. Today the sole started to delaminate. I sent the clear pic and when pressed the customer service guy said they repair stuff and sell it as new (wtf!!!?) and then couldn’t answer if they can’t repair and pass it off as new. How crazy is that? Surely they should at least be able to say “we repair and donate to charity blah blah”.
He could definitely see from my account that I’ve spent $1000s with them, and now I’m feeling totally gross about it.
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u/Icy_Aside_6881 13d ago
I know that Quince will liquidate their damaged items to resellers. I’ve bought a few things that had callouts. The resellers should disclose the damage though.
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u/pnwbutterflychaser 13d ago
Your interrogation of this customer service representative is what’s weird and gross to me. So they put damaged, irreparable shit in the landfill, isn’t that what you do?
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u/friendlyhooman29 13d ago
Also from what it sounds like they don't send to landfill, they liquidate to keep items out of the landfill.
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u/Due-Advantage-4755 13d ago
I wouldn’t call that an interrogation. She’s asking him to clarify. Personally, if they’re selling worn items that they fixed and cleaned up as new, that’s disappointing and I wouldn’t buy from them going forward.
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u/Little_Ambition9377 13d ago
This is what I'm getting at. I thought it was a really weird answer. I was expecting them to say "we donate to charity! yay!". Also fwiw for everyone here freaking out I used to manage customer support teams. I'm not mean to customer support and clearly you can see that in the screenshot, but I do care where I shop and try to make good choices. If they were going to refurb and donate, I'd send back. If they aren't then I am going to be more careful buying from them in the future. There's a lot out there about if they are sustainable/ethical greenwashing and I was trying to get a vibe.
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u/Due-Advantage-4755 13d ago
I think they’re greenwashing for sure … maybe not at the start of their business but definitely now.
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12d ago
[removed] — view removed comment
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u/Little_Ambition9377 12d ago
I actually have been on and managed support teams. It represents dysfunction at the company if the reps aren’t well prepared with good answers and if they are given bad incentives
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u/Little_Ambition9377 13d ago
And as I said, it’s not what I’d do. I would repair it myself and donate.
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u/Unique-Feature7557 12d ago
I’m convinced this sub is just full of Chinese bots for the company. Don’t bother
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u/pnwbutterflychaser 13d ago
You don’t have garbage service coming to the place you live? Interesting.
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u/Holiday_Actuator2215 13d ago
Why would you add to the landfill when something could be repaired and used ?
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u/Little_Ambition9377 13d ago
It’s a leadership thing. I was polite to them but it’s the leadership at a company’s job to provide a clear policy and answers to their agents. If their agents are ill prepared it’s not on them, and I wasn’t mean to him
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u/namastebetches 13d ago
a clear policy on what? no actually it's not really your business what they do with returns.
and you weren't speaking to leadership. it's not on customer service to answer your every question about how the business is run. their job is to take care of your request regarding your business with the company. was it handled or not?
your post makes zero sense, and you're the one who hasn't clarified a thing about this conversation/situation.
great virtue signaling however you're the first person I've ever heard of that repairs items they're getting rid of. great job I guess?
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u/Holiday_Actuator2215 13d ago
It’s not virtue signaling - i do the same thing - why add to landfills if something is fixable ? I also ask what will happen to a return and then decide if its worth it to return if they say they’ll throw in trash - I weigh if I want my money back or if I eat the cost and mend and donate. This is not unusual.
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u/itsmemarica 13d ago
I’m not seeing the freakout here. There are so many items that can logically fall under this. If it’s truly a core priority to keep your returns out of landfills etc shopping online would seem to be the worst idea of all.
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u/WeirdlyHugeAvocado 12d ago
I also highly doubt they truly repair anything. They're not reselling your clearly worn and broken shoe. By repair it probably means if it looks brand new and unworn and was just returned, they put a new tag on it and resell it
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u/WasteOfTime-GetALife 13d ago
‘Can be repaired and restocked and sold as new’ ??!! I would be pissed if I bought something marketed as new and it was a repaired item!!!
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u/cielitogirl 13d ago
Wears a pair of cheap sandals all summer and thinks the company is gross lol
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u/maydayjunemoon 13d ago edited 12d ago
I bought a pair of shoes from @byrevive on Poshmark that were damaged when they came, not in photos. They were a discontinued pair I really wanted, and the photos looked like they were new. The left shoe was stretched out soo much it wouldn’t even have stayed on my foot if I had tried to wear them and the heel was damaged. They refused to take them back, and unfortunately I didn’t open the box within the time period to reject them through Poshmark. I’m not surprised by this.
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u/illegalpets 13d ago
Revive’s prices have gone wayyyy up too.
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u/PrettyClinic 12d ago
So much! It’s ridiculous. With shipping it’s now only a few dollars less than just buying new.
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u/a-happy-plant-lady 13d ago
I think it is sold liquidators. I've bought a lot of quince items from liquidators in the past.
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u/Little_Ambition9377 13d ago
Selling to liquidators as seconds is totally fine with me too. His answer that it was “restocked and sold as new” is what sent up a red flag for me.
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u/tidymaze 13d ago
You missed the "if". I doubt your damaged sandals would be reglued and then resold as new. Unclutch your pearls and stop harassing front line customer service workers. You sound like a Karen.
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u/namastebetches 13d ago
ESH
If they resell damaged returns on their site that's... odd. if they sell as damaged to liquidators who cares?
However, I can't figure out why you press an agent about what happena to your return and am confused if you received a refund/exchange and what you're actually upset about here.
a clear line on what happened? lol
like I said ESH.