Onequince Avis 

There appears to be a pattern here with shipping. Is this a widespread scam? This is absolutely the WORST experience I’ve had with shipping thus far. I bought several cashmere sweaters as gifts for the family for Christmas. I ordered on 12/19 and received a tracking notice. The last update is that the product has arrived in the US with no further updates. The sad thing about the whole experience is that the gifts didn’t make it to my family and now that they have gone back to their homes, I have to spend more to ship their gifts to them. Not to mention, if the sweaters do not fit, they will have to ship it back to me to process return. Oh, how I wish I hadn't fallen for this scam. I guess, when something seems like a very good deal, it never is!

DO NOT ORDER FROM HERE!! I placed an order on 12/12, they sent me tracking and it has not updated at all. Items ship from China, which I have no problem with if they were up front about and I would have known. I have been in contact with them and they keep saying it’s on the way and not to worry. I paid $100 for an “Italian leather” bag and I highly doubt that’s what I’ll be getting…. If it ever comes. I’m very frustrated with my experience and I wouldn’t want anyone else to have a similar one.

I ordered a few items well early for Christmas presents. An American company shipping from overseas? OK, not unusual. But way later, blaming cold weather over Christmas for the delay is absurd when I ordered well before any issues should have delayed the delivery. Absolutely never again will I order from this company. There are absolutely circumstances out of our control, but I ordered early enough that weather should have absolutely *not* been an issue. If they can't exert any oversight over their logistics then they are useless and not to be trusted.

I placed an order on December 11, the confirmation said 6-9 business days. THen a tracking update said December 21. When I checked the shipper , they had not received the package so I sent an email to customer service. I received an automated reply, but no update. The next day I checked the tracking and it was updated for a December 27 delivery. After I complained again and online, I received a personalized email saying I should receive my package on December 24. We shall see if that happens.

When I did receive the order, I have to say the quality of the items was great. Lesson, do not rely on their delivery information or system, give yourself plenty of time.

Holy SMOKES what a disgusting travesty of a company!

- I placed an order on 12/8 because their banner said order by 12/11 to get it by Christmas.
- Got an email that the order was with the Delivery Partner on 12/15
- From 12/15 through today (12/22) the Laser Ship link has said "We're awaiting receipt of your package from the seller." This obviously does not add up with the Quince email saying the order was with the delivery partner.
- Got an email 12/19 saying one of my 3 items was "delayed" even though on 12/15 they said all the items were transferred to the delivery partner.
- The "delayed" email also said"You will see the updated shipping information on your Quince Order Tracking page over the next 24 hours" but it's been 3 days and no such update has happened
- On 12/20 I emailed customer service who said "Our normal response time is less than 24 hours" ... no response yet
- Today I replied asking if they'll ever respond ... no response to that either.

At this point, I've given up on this (rather important) Christmas gift. In fact, I doubt I'll ever receive anything and I will have to go through my credit card to challenge the order. PS - I'll be sure to complain to Amex too because their Quince Offer is the only reason I heard about these con artists.

So, that's my disaster experience with these scum bags. Hopefully this prevents someone else from having to deal with them

I can't rate the merchandise because it hasn't arrived. It's been two weeks since my order. Five days after my order they emailed and said it had shipped and I received a tracking number. The shipper is OnTrac and their site has said they haven't received package ever since. I contacted Quince and was told to "rest assured, the package has shipped" and often the shippers "don't update their tracking." When I asked at what point they consider the package lost, they wouldn't answer.

Order placed on 12/11 still hasn't shipped. Customer service unresponsive. Do not order from this site - they will steal your money!

I can’t actually review the sweater I ordered because it hasn’t arrived. It was marked “shipped” a week ago with a usps tracking number - but usps hasn’t received the package yet apparently. I will wait another few days to see what happens, and then I am going to start working on getting my money back. This shipping is ridiculously bad. I was a first time One Quince customer and certainly won’t ever order from them again. Their merchandise isn’t much of a bargain if you pay for it and it never arrives. Next time I will just pay for the Jenni Kayne sweater - their merchandise always shows up right on time.

Do not order from them. Sent a tracking link that is bogus - item does not move. Item coming from China which is unacceptable. Says expected delivery was over a week ago but hasn’t moved. Won’t respond to any emails. Chat link on website is broken. Voicemail says they “don’t have ability to take live calls” SCAM.

Doesn't even deserve a star. I have tried this company twice as I really wanted to like it, but the shipping is TERRIBLE. The first time my package was lost and only after complaining for over 2 hours, they agreed to ship out another sweater. this last time shipping was promised by Dec 14 and at Dec 17 I went to track the package only to find it's handing out somewhere in the US since Dec 11 with no movement past this time.

Terrible shipping. I would give them zero stars if I could. I would like to cancel my order — good luck talking to a cust svc person. They don’t tell you your package is coming from CHINA! I would never order anything from CHINA. EVER! It says 9 days after shipping, the time period they quoted using Lasership, the worst shipper around, is January 7th for an order made on purchased on December 12th / shipped on December 14th. This is my first and last order with them. No wonder their items are so cheap — nonexistent customer service.

The order status never updated with the shipping information so no way to track your items. It’s been 2 weeks since I placed my order and have gotten no updates, but my account has already been charged. No response from Customer Service email either. Worst shopping experience and not worth the money. Never shopping from this site again.

Ordered items for Christmas. Company sent the incorrect items. Took me 3 days to get ahold of someone is customer service who told me that they would not ship the correct items until in the incorrect ones were sent back received and processed. So in other words, you sent me the wrong items and now it's MY fault. Very passive aggressive customer services reps who can't seem to understand why getting Christmas gifts a week after Christmas is pointless.

Every time I’ve ordered from Quince it has been a positive experience, even when my packages were lost.

For all of the people upset that “Quince” lost your packages, remember Quince is not the one losing anything. Quince hires out shipping companies to ship and deliver the customers’ orders. Shipping carriers are the ones to blame when stuff is lost in the mail. Once a package leaves a warehouse it’s in the hands of the carrier NOT the vendor.

Now that being said, Quince does partner with several overseas producers and anything coming from overseas takes time and is at greater risk of being lost because it has to go through customs and additional facilities before making its way into the hands of the USPS, UPS, Fed Ex or any other US shipping partners. Quince partners with these overseas producers so they won’t have to warehouse thousands of items allowing them to save on overhead. This is one of the many reasons Quince is able to sell luxury items for less.

Their cashmere sweaters, especially the cardigan and fisherman’s sweaters are near perfect dupes for Jenni Kanye sweaters. Their sheets and robes are beautiful, and their leggings are some of the best around. I am extremely satisfied with everything I’ve purchased from Quince.

Out of the dozen orders I placed with Quince, two have been lost, both of which were lost at a sorting facility in New Jersey. And both times I spoke to customer service they were happy to refund my orders. Quince can file an insurance claim when orders are lost by shipping carriers and be refunded. I have a hard time believing they wouldn’t refund a customer order that was clearly undelivered. And if a package is lost, how on earth would anyone expect a customer service agent at Quince to remedy the situation? Beyond refunding the order there is very little action that can take place on their end. Shipping carriers are impossible to deal with, and other than filing an insurance claim for a lost order, vendors and consumers have no additional recourse.

I’ve always been happy with the quality and service from Quince. I wish other shoppers had the same experiences, but it sounds like a lot of the negative reviews are inappropriately placed due to ignorance around how vendors and shipping companies operate. If you want to avoid having packages lost in the mail, drive to a store and buy the product yourself.

Same shipping experiences as most reviews here. Ordered on 11.17. Customer service continues to respond to emails and apologies for ‘issues with their domestic shippers’, but refuses to refund the order until it’s marked as LOST by USPS. I filed a report today. Next stop will be contacting my bank and reporting a fraud.

TERRIBLE SHIPPING
I purchased an item on Nov 16 that has yet to arrive. The tracking number is useless as my purchase hasn’t been updated since Nov 19
Customer service returned my email and gave me a 20 dollar off deal but no information about where my purchase was or when it would be delivered
still no package as of Dec 7.
They can keep their $20 coupon
I won’t be ordering from them again

I ordered a sweater and beanie. My order is stuck in transit apparently- it’s been 14 days so far with no delivery. No one will reply to my emails or calls. I’ve been emailing for 4 days and no reply. I now left a message for them via instagram, let’s see if I receive a reply. Seems like s scam business!

Beautiful and high quality products at a price point which means I can splurge on luxury items without the guilt. It's been disappointing how many brands and stores' quality has continuously declined so when I first came across Onequince, I thought it was too good to be true. I started off with just a cashmere duster... One year later, I now own several cashmere sweaters, a lux down comforter (which is WAY better than my previous one from Riley Home), a top and just bought first pair of earrings. I did return and exchange a couple of items that didn't fit but process was simple and I was pleasantly surprised at how much I liked most items. I feel like I end up returning most things from other stores as quality/fit/appearance is rarely what was expected, so was nice to open my package - and want to keep it! Only downside is their shipping can take a long time so if you need something within a week, be warned, it can take longer.

Quince has zero customer service- they try to give you store credit instead of returning funds to your original pay method. Sizing is a little off, but they do offer nice products. I recently ordered 3 items and returned them promptly when they didn't work out for me. Trying to get in touch with a representative is impossible- you have to leave a voicemail and their "live" chat feature does not work. I still haven't heard back from anyone and will need to continue trying to get my money back. I will never order from this company again- they are not the only affordable cashmere Co out there.