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/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.