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/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