Thredup, Inc.

The company has finally refunded my money I just got
Notice on my account today.
Thank you
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

I just received an email that I will get a payout of $for the brand new clothes that I sent inSome of the clothes still had tagsThis company is a major rip off! How can they have an A rating with 96% negative reviews?

Hi ***,
In response to your complaint, I would like to apologize for your unsatisfactory experience using our thredUP serviceWhen your expectations are not met, it is very upsettingCreating a great customer experience and delivering excellent customer service a top priority, and for
this reason we are continuously working to improve our processes, and take feedback seriously.
We do our best to provide full transparency about our policies, processes, and our reasons for item acceptabilityI see that you were able to receive assistance from a member of our customer service team and they were able to assist you in explaining our consignment and payout process further, and assist you in retrieving your items from consignment
Please contact our customer service team again if you have any additional questions
Best,
***
thredUP, Inc.Customer Service Supervisor

I sold clothes to ThredUp based on reviews from other sellers and I feel like I was completely misleadI can't imagine anyone is happy with this siteI essentially received $per item that they accepted and there was a pair of brand new stylish Crocs with the tags still on themDO NOT sell on their siteI would not recommend buying from their site seeing as they are ripping sellers offI made a huge mistake selling to themI would've received more of a tax credit giving the clothes to the GoodwillI don't do many reviews but I will be sure to review on every site I can so that no one else ends up in my situation

Initial Business Response /* (1000, 11, 2015/11/25) */
This was resolved through customer service
Best,
***

Initial Business Response /* (1000, 5, 2014/04/11) */
Hi ***,
Thank you for expressing your concerns and I am very sorry to hear about your disappointmentWe do strive to offer everyone a happy and successful transaction
I have reviewed the photos taken at the time of processing
and it seems that most items could not be accepted due to brands that we stopped accepting quite some time agoOver time we found that certain brands provide far more supply than demand so we stopped accepting themOne of those for example was New York and Company
Specifically from your bag, items were not accepted due to brand and were not accepted due to stains
Because we want to offer a transparent and excellent experience for everyone we offer several tools for our members to use prior to sending in a bagOne is a quite robust FAQ section that helps to provide more detailed information about our standards
Another one of our most popular and helpful tools for our selling members is our payout calculator that can be found at http://www.thredup.com/bags/info that not only shows a range of what we pay for accepted items but also will tell you whether or not a brand is acceptedThis page is updated prior to any pricing or brand changes that we make
In the future you can opt in to return assurance at any time when requesting the bag and at any time within your account prior to us receiving the bag at http://www.thredup.com/bags
I am sorry again to hear about your disappointment
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent in the same ANA shirts brand new, never worn with tagsTo say there was stains on them is a complete lieI do understand that with New York and Company Thredup no longer took, as I said before I did overlook thatBut the grey ANA shirt was the same exact shirt as the black and white oneTo say such nonsense is sad for this company, to lie about something so small is indeed bad company service

Initial Business Response /* (1000, 5, 2015/08/13) */
HI ***,
Thank you for reaching out and I am sorry that there was a delivery problem with your orderIt does look as though we resolved this through a paypal dispute that you created
Best,
***
Initial Consumer Rebuttal /*
(2000, 7, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted ThredUp's refund, however, it would have been classy to hear from ThredUp rather than simply receiving a notice from PayPalThe experience didn't leave me with a good feeling about ThredUpOther online retailers seem much more concerned about taking care of their customers

Initial Business Response /* (1000, 5, 2015/08/03) */
This appears to have been resolved through customer service

Initial Business Response /* (1000, 5, 2015/11/11) */
Hi ***,
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsIt looks as though your support request has since been answeredUnfortunately it does look as though there were
some issues primarily with brands that we do not accept along with a couple of other reasons
We do our best to be transparent with the items we accept by linking out to more pages from the cleanout pageOne of those is the brands page where you can check to see if we accept the brands you are wanting to sendTo visit this page directly you can visit https://www.thredup.com/cleanout/brands
We also have a page where you can view our quality standards in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> I hope this information helpsI'm sorry that we could not accept more items from your bagThank you for the feedback on providing information on non accepted items on the bag detail pageI will have our team take this in to consideration for future updates
Best,
***

Hello ***,
I see that your returns were received at our distribution center on !2/29/and refunded to your original form of payment on 01/03/18, as requestedYou were refunded exactly as you paidFor Order ***, you were refunded $onto your card and $in store credit
on your thredUP account. For Order #*** you were refunded $onto your card and $in store credit on your thredUP accountThis is exactly how you paid for the orders
The two $return shipping fees were deducted from the store credit portion of your refundI have placed that $back into your thredUP account making at total of $
I apologize for any confusion or frustration that this caused
Best,
***
Customer Service Supervisor

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

I should have come here first before I ordered my clean out bagI have bought things from Thredup and they have all been good quality but selling is a different storyI had a Coach wristlet, a leather Tignanello handbag, new dresses and a few children's items that were in good conditionfor the weeks I waited I received a sum of $The handbag was over $and they said it was stained and damaged and put it in the clearance binThe dresses which had never been worn stated pre pilling from wearIf I had sold them in my small town resale shop I would have gotten moreThey are making a huge profit, I will not do business with them again

Complaint: ***I am rejecting this response because:
The payout estimator is not accurate, I got basically cent on the dollar. If the estimator had accurately given me cent on the dollar, I would never have bothered to send in clothes. I feel fooled by the bloggers that recommended this site and think they were paid to write about Thredup. Also, two pairs of pants that were like new disappeared, I believe they were either stolen or sold in the store owned by Thredup.Sincerely,*** *** ***

Initial Business Response /* (1000, 5, 2015/03/27) */
Hi ***,
Thank you for expressing your concerns and I am sorry that we could not accept more of your items
Our buying members have a high expectation for the quality if items that they purchase from us so our processors are
admittedly thorough when reviewing each item
Each item not only needs to meet our quality standards but they also need to be a brand that we acceptWe do not accept some brands, The Children's Place for exampleWe offer a clothing calculator on the page where you go to request a bag that will tell you if we can or can not accept the brands you are wanting to send and we also offer this information on the postcard that is included with all clean out bags for your reference when preparing the bag to send
Our team reviews each item for stains, even small stains like the one on the sleeve in the photo below:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
We also can not accept jeans with holes in the knees like the ones in the this photo:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
The account associated with the bag you sent looks to have been referred by Plum District in and has some new member promotion codes associated with itIf you reach out to our support team we would be happy to get these codes to you so that they can be applied to your order
Unfortunately when the bag was requested and sent it was indicated that you did not want the items returned by not opting in to return assuranceBecause it was not opted in to return assurance the items not accepted were not held aside and can not be returnedWe are happy to return any item not accepted when the bag is opted in to return assurance
I am sorry that the outcome of this bag was not satisfactoryPlease let us know if you have any other questions
Best,
***

Initial Business Response /* (1000, 8, 2015/11/11) */
Hi ***,
Thank you for expressing your concern and I am sorry that the processing of your bag did not meet your expectationsUnfortunately Liz Claiborne is a brand that we do not acceptThis information is disclosed on our cleanout page
at https://www.thredup.com/cleanout/brands and this page is also recommended to be read on the information provided with every cleanout bagWe do our best to be transparent in the brands that we accept so that our selling members can choose wisely about the items they wish to send in to sell
As for the payout, it does look as though the K Swiss shoes listed for $and your payout for them was $This falls within the range disclosed in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted in to prior to us receiving the bagIf return assurance is not requested for a bag when it starts processing, the items that can not be accepted are immediately separated from those that areWe do not hold on to these items and they are distributed among organizations that find homes for the items
Return assurance can be requested at the time of ordering a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags
Unfortunately because this bag was not opted in to return assurance we can not return the items
Please let me know if you have any other questions
Best,
***
Initial Consumer Rebuttal /* (3000, 11, 2015/11/16) */
No they have not fixed it with me and I am not the only person to have problemsOthers have expressed similar problems on their Facebook page and I urged them all to file claims too
They said the information of what brands they take is included with the bag I gotI still have that slip and no where does it say they do not accept Liz ClaiborneAlso on their page when ordering the bag there is no link that say to go to that page to check if what you're sending in is acceptedThey hide itThey also said what they don't accept is distributed elsewhere I want to know where because I believe he has another store he uses to avoided giving people proper compensation
Final Business Response /* (4000, 13, 2015/11/25) */
We stand behind the processing of this bagI have placed two links below that states we do not accept Liz Claiborne
https://www.thredup.com/p/cleanout-brands
https://www.thredup.com/p/cleanout-payout-estimator
Best,
***
Final Consumer Response /* (4200, 15, 2015/12/01) */
XXXXXXXX
On Facebook they have advertisement they gave me a link to this https://www.thredup.com/p/cleanout on it there is no link to what items they do and don't acceptAlso like I said I have the insert that came with the bag and it DOES NOT say they don't accept Liz ClaiborneI have been advising others to file claims who have had the same experience as me because this company refuses to play fairI still want the company looked into as to where the unused clothes go and if the owner of three up owns a share in those companies because then he is avoiding paying people what they deserveI have photos of what I sent that also were not Liz Claiborne and they didn't accept them because the people working kept them themselves they sent a photo of my pure white skirt back to me saying there was a stain and there clearly wasn'tI have both their photo and mine before I sent it to prove that tooI stand behind my claim that this company is a scam

Initial Business Response /* (1000, 5, 2015/08/21) */
Hi ***,
Thank you for expressing your concerns and I am sorry to hear that your bag payout did not meet your expectationsWe do strive to be transparent in our payout structure to provide a satisfactory selling experience for our
members
Our payouts do range from 10-80% depending on the listed price in our shopThere are several different tools on the site that offer our selling members the opportunity to calculate what they may get paid out for an item
The most popular one is the payout estimator on the cleanout page at https://www.thredup.com/cleanout/brandsThis tool offers both the ability to see if we will accept the brands you want to send and also an estimate of what you would earn if any given item was accepted for that brand
While we do accept over 25,brands, there are some that we do not accept, such as Denim Diva
The other tool that our selling members use quite often is in our FAQ'sWe outline how much will be earned based upon the list price in the shop if they are wanting a more specific estimateThis link is found at:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ /> I'm sorry again to hear that you were disappointed
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like my items back, or full compensation for the items I sent youThe items were mostly brand new and you only paid less than half of what you advertiseI've read the website, so please stop Referring me there for more informationPlease return my items or pay what you advertised for them
Final Business Response /* (4000, 9, 2015/09/10) */
Hi ***,
Thank you for following upReviewing your bag payout it does look as though the items were paid out within the percentages shown on the site at the link below:
UPFRONT - Everything you need to know! - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ /> We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted in to prior to us receiving the bagIf return assurance is not requested for a bag when it starts processing, the items that can not be accepted are immediately separated from those that areWe do not hold on to these items and they are distributed among organizations that find homes for the items
Return assurance can be requested at the time of ordering a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags
Unfortunately because this bag was not opted in to return assurance we can not return the items
Best,
***

Initial Business Response /* (1000, 7, 2015/05/01) */
Hi ***,
It looks as though one of our customer service leads followed up on your support rating and had this resolvedIf not, please do let me know
Best,
***
Initial Consumer Rebuttal /* (2000, 9, 2015/05/09) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
Finally talked to someone that made things rightI still will never sell luxury items with this company!!

Initial Business Response /* (1000, 8, 2014/04/11) */
Hi ***,
Thank you for expressing your concerns and I am very sorry to hear about your disappointmentWe do strive to offer everyone a happy and successful transaction
I have reviewed the photos taken at the time of processing
and it seems that most items could not be accepted due to brands that we stopped accepting quite some time agoOver time we found that certain brands provide far more supply than demand so we stopped accepting themOne of those for example was Coldwater Creek
Because we want to offer a transparent and excellent experience for everyone we offer several tools for our members to use prior to sending in a bagOne is a quite robust FAQ section that helps to provide more detailed information about our standards
Another one of our most popular and helpful tools for our selling members is our payout calculator that can be found at http://www.thredup.com/bags/info that not only shows a range of what we pay for accepted items but also will tell you whether or not a brand is acceptedThis page is updated prior to any pricing or brand changes that we make
As for returning the items, we do offer a return assurance that can be requested if you would like to have the items returned that are not accepted however this does need to be opted in to prior to us receiving a bag
When a bag starts processing, the first thing our processors will check is to see if the member wants items not accepted to be returnedIf this is not requested, the items that can not be accepted are immediately separated from the ones that areThe items not requested to be returned are then distributed among organizations that will find homes for them
Unfortunately because your bag was not opted in to return assurance we can not return these items
In the future you can opt in to return assurance at any time when requesting the bag and at any time within your account prior to us receiving the bag at http://www.thredup.com/bags
I am sorry again to hear about your disappointment
Best,
***

Hi ***,
In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUPWe understand how upsetting it can be when your expectations are not metCreating a great customer experience and delivering excellent customer service a top priority,
and for this reason we are continuously working to improve our processes
We apologize that there was a delay when you last contacted us regarding your shipment on 02/26/I do see that you were fully refunded to your original form of payment for Order #*** on 02/28/
Please let us know if we can be of further assistance
Best,
***
Customer Service Supervisor
thredUP