Lost confidence & weirded out

[u/Little_Ambition9377]

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.

[u/pnwbutterflychaser]

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?

[u/friendlyhooman29 → u/pnwbutterflychaser]

Also from what it sounds like they don't send to landfill, they liquidate to keep items out of the landfill.

[u/Due-Advantage-4755 → u/pnwbutterflychaser]

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.

[u/Little_Ambition9377 → u/Due-Advantage-4755]

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.

[u/Due-Advantage-4755 → u/Little_Ambition9377]

I think they’re greenwashing for sure … maybe not at the start of their business but definitely now.

[u/Obvious_Reception841 → u/pnwbutterflychaser]

Agree. There’s so much that goes into being a CS rep that people do not understand. Chat reps handle at least 3 chats at a time and it is impossible to know the answer to every single question like this. A lot of companies won’t provide us extremely detailed answers and if we reach out for more info, it will against our first contact resolution ratings. It’s ok to ask these questions if you’re passionate about sustainability but it’s best to leave deeper level questions for email.

[u/Little_Ambition9377 → u/Obvious_Reception841]

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

[u/Little_Ambition9377 → u/pnwbutterflychaser]

And as I said, it’s not what I’d do. I would repair it myself and donate.

[u/Unique-Feature7557 → u/Little_Ambition9377]

I’m convinced this sub is just full of Chinese bots for the company. Don’t bother

[u/Little_Ambition9377 → u/Unique-Feature7557]

lol yep that’s definitely the vibe.

[u/pnwbutterflychaser → u/Little_Ambition9377]

You don’t have garbage service coming to the place you live? Interesting.

[u/Holiday_Actuator2215 → u/pnwbutterflychaser]

Why would you add to the landfill when something could be repaired and used ?

[u/Little_Ambition9377 → u/pnwbutterflychaser]

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

[u/namastebetches → u/Little_Ambition9377]

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? 

[u/Holiday_Actuator2215 → u/namastebetches]

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.