Vince Avis 63

I would say that they have terrible customer service if they had any.
All you can get if you have a problem is a recording saying they will get back to you in 24 hours, they never do!
The quality of the products gets worse each year. Over priced no customer service - look elsewhere.

I’m terribly sad to share my awful customer service experience and outrage for their ridiculous return/exchange policies.

As someone who owns dozens of Vince bags, shoes, boots, sweaters, pants, jackets and more, I cannot believe they’re losing me over a silly size exchange.

I emailed customer service to ask for an even exchange for two pairs of shoes. I liked them, just needed them in a different size. Both shoes are still in stock and not even on sale. So it shouldn’t have been an issue to just swap them.

Their customer service team (via email) refused to offer an exchange given it was outside of the 30 day window EVEN THOUGH their website states there’s a longer holiday exchange window currently being offered. Evidently my order was placed 10 days too early to qualify.

I was told if these were gifts, I could bring any items that were given as gifts into the store for an exchange. This makes no sense as there’s seemingly no time limit on gift receipt exchanges! So had I been gifted the exact same shoes on the same day, the policy would have been different?

I went into the store hoping for support. The manager at SF store was horribly condescending and rude. She told me to call Customer Service- which I did 12 times only to get sent to voicemail. Then, after almost an hour of debating with the manager (who refused to let me speak to her boss who she was texting) I ended up paying $40 to get the right size shipped to my home.

I will never ever shop at Vince again. Had I bought this exact item at Nordstroms or elsewhere we’d have had NO issues. It’s so disappointing to have a luxury brand treat customers with such low regard.

I’ve purchased many beautiful pieces of clothing from Vince. Their cashmere is spectacular! I placed an order for my husband for Xmas 2023 on 12/13/23 for a single item. When I checked out there was no shipping method suggested should I need by Xmas, as high end stores do, so I chose the usual. Seven days later, on 12/20 I received a FedEx notice that the item had JUST SHIPPED from the other side of the country and would not arrive until 12/27. I immediately contacted customer service to find out why and got nowhere, placing the blame squarely on me. If I had known this was their policy I would have purchased from a Vince store nearby. I am no longer a Vince customer!

Overpriced and overstated. Silhouettes are tailored and classic like many other higher end brands that stick with finished, tight styling. Fabrics are standard - cotton is cotton. Made in Asia. Nothing to justify the overstated sense of self!

I ordered 2 skirts and a pair of sandals from Vince. When my order arrived the package contained the 2 skirts and a box with sandals. The outside of the shoebox had the correct sandal name and size but when I opened the box it contained the wrong style sandal, the wrong size, and the soles of the sandals were worn! I tried calling and got the same recording everyone else reported so sent an email. I quickly got a reply back asking me to send pictures to show them the issue. NO reply and I followed up with another 5 emails AND STILL HAVENT GOTTEN A RESPONSE!
I went online and submitted a return request for the WRONG sandals and one of the skirts.
Where is the customer service and where is the quality control?? How could they ship out a pair of used sandals in someone’s order??
Disgusted. I hope they refund my money!

In March 2023 bought a beautiful cashmere sweater that was half off but I still paid over $300 for it. It began to pill immediately. When I complained about this to them they first said "We are so sorry to hear that your item is defective". When I followed up with pictures they said: "Please know that Vince does carry product that is made with very delicate materials such as cashmere, silk, etc which have natural tendencies to pill.
Therefore, pilling will not be deemed a defect by our quality control team as this can naturally occur due to a multitude of reasons such and increase in temperature, being rubbed against any sort of surface, etc.
To remove pills, drag a de-pilling comb over the surface of the item, paying extra attention to spots where friction occurs, like under the arms. This type of tool can be purchased at places like Target or on Amazon. To reduce future pilling, we recommend washing the item regularly according to the item's care instructions. This will ensure the fibers remain in the best shape possible."

I do not recommend buying cashmere from this store.

I ordered a large cashmere sweater which was way too large and returned it vía federal express immediately. I have not received a credit in five weeks even though federal express claims they dropped it off at their facility. Client services has responded poorly and untimely and keeps asking for more receipts from fed ex. It has been a hugely terrible customer service process. And I already ordered and paid for a new medium sweater.

The absolute WORST customer service. It’s a total joke. The phone number listed says they are out of office at all times. When I finally received an email response, the representative was rude and unhelpful. Do not waste your time with this brand, not worth it

I was shopping on the website for my husband looking for Christmas gifts until I realized they have the same exact cashmere beanie hat in the men’s and women’s section except the woman’s hat is more expensive. Overcharging women. Brands that do this disgust me. Will never buy here again.

Hire management that have a clue. The lady at Bellevue Square was not just rude but unfriendly, unwilling to help resolve my question and hypocritical and super defensive. Extremely bad.
I want to know my GC balance and she Refused to do it... It says " DOES NOT EXPIRE " ON THE BACK?!???!!!

Customer service is ridiculously bad. They received my return more than a month ago but never issued me the refund. Customer service number online is never picked up. Stay away from the brand. I emailed them multiple times - slow in response and up to today the issue is still not resolved. As a frequent shopper for years, I’m very disappointed but this lack of honesty and credibility and will never return.

Very simply put: Customer service associate answered to a simple question about return: We are not interested nor have the time to assist “internationals”.

Oh, she ment she is is no way interested in non-Americans. But why oh why do you have international website?

Of course she realized what an insult she spilled on the name on the company, but still no help to “internationals”, just words to patch the ugly truth. And all international to himself.

Order No: GE2390403302US
Oh, good luck with returns/exchanges to all of you who try!

Sorry, I am not interested in discriminating companies. Sorry I ever left a dime here, it was the last time I did.
Shameful!

Staff extremely uninterested in me as a potential customer. Unpleasant. Not hard to understand why I was the only customer in the store.11th Street Washington D.C.I PREVIOUSLY

Vince has beautiful clothing. However, the customer service at the corporate level does not exist. You can leave a voice mail message, it will not be returned. Several emails sent, no response. I will order my clothes through Neiman Marcus or Nordstrom and not direct through Vince.

The WORST return policy i have ever come across.
I am going to bad review the ** out of tem now. This is not OK.
I paid € 240 and you return € 178 + I need to print labels, generate Qr codes and take boxes off.
I have been busy with this four hours and hours.
This is insane. For such a fancy and expensive label.
Goodbye and never again!

Vince will not do anything if a package shipped to is lost and you failed to notice the situation within 10 days. I just lost almost $1000. They have the worst possible customer service. I have evidence.

While the clothes are beautiful, the company is dishonest and disrespectful. They do not honor their offers and when you try to deal with customer service, they send snarky responses back. Trying to talk with someone in the corporate office is a joke. They refuse to speak with you. I was a loyal brand follower (through Nordstrom) but after my recent experiences with the company, I will not purchase Vince items from any merchant. A very dishonorable company. In this day and age, behavior like theirs is shameful.

Dealing with this company is like dealing with the Wizard of Oz. Phone calls to customer service are met with a message to email your complaint instead. Yet, no one answers the emails. SO DISAPPOINTING!!

THIS IS ABSOLUTELY THE WORST COMPANY!!!!!

I wished I read the reviews before making my purchase.
I bought two sweaters and one was not shopped over a week. I received marketing email during the week that the sweater is still available. But then after a couple days my order got cancelled. I was trying to buy the two sweaters together not just one. So if one of out of stock I need to return the other one as well. I tried to call customer service but the number could never get through and I can only email them. And my issue is still not resolved since the email customer service didn’t not answer my question. I won’t shop at this place again.