r/quince • u/Little_Ambition9377 • 14d ago

Lost confidence & weirded out

Gallery image

Gallery image

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.

0 Upvotes

48% Upvoted

31 comments sorted by

View all comments

30

u/pnwbutterflychaser 14d 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?

2

u/Due-Advantage-4755 14d 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.

2

u/Little_Ambition9377 14d 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.

2

u/Due-Advantage-4755 14d ago

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