Thredup, Inc.

Initial Business Response /* (1000, 5, 2015/08/13) */
HI [redacted],
Thank you for reaching out and I am sorry that there was a delivery problem with your order. It does look as though we resolved this through a paypal dispute that you created.
Best,
[redacted]
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 PayPal. The experience didn't leave me with a good feeling about ThredUp. Other online retailers seem much more concerned about taking care of their customers.

When I sent my first bag it was processed within a week and a half, I sent five items and they kept four and they politely returned the fifth item to me. I have emailed them and I have received a response in return. If you have never worked with clothing you will never understand the process of making sure you have quality items to resale. Remember to read all the information provided by the company because I feel like they were up front about everything. I would rather have some cash then a store credit any day. Thredup is Awesome

Initial Business Response /* (1000, 5, 2015/06/01) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that our support team did not respond to your initial email within 1-2 days. We did get behind in support for a few days.
[redacted] was correct in how price items...

in the shop. We will take the original price of an item and reduce it by 70-90% to get the price that we list an item for in our shop, even if it is new with tags. We do not list items at their original price.
The price that we list an item for in the shop is the amount that our payout percentage is based off of. With your example of the bathing suit listed at $8.49 it does payout at 10% as you mentioned in the amount of 85 cents. This is noted in our FAQ where we discuss how much you can earn in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ /> We do our best to be transparent in our payout structures by disclosing them online in our FAQ's and with our payout estimator in the link below:
https://www.thredup.com/cleanout/brands
I'm sorry that your questions and concerns were not answered satisfactorily through our support team.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again a very slow response turn around even to the Revdex.com complaint! Still think your customer service leaves much to be desired which is the first reason that I do not accept your response. "We did get behind in support for a few days" that you state in your response does not seem like an adequate or even a meaningful apology. And moreover it was not just in the instance I filed but in other past experiences with your company where I experienced significant customer service delays.
I did see the pricing link, as I did research your website carefully and read all links before using your service and even before filing the Revdex.com complaint. I still don't agree how the initial price is set for items that are new with tags. That is the basis of my complaint, which again is not addressed in your response and is the second reason why I do not accept your response.
I do believe the premise of ThredUp is a great one. But I think your company has much to work on in terms of customer service response rates and the way you price new items to continue to evolve as a company.
Final Business Response /* (4000, 9, 2015/06/17) */
Hi [redacted],
Thank you for clarifying. We do not list items for their original MSRP price when we receive an item that is new with tag. We will take the price on the tag (the clearance price if it was originally discounted in an effort to be honest with the buying member) and reduce it by 50-70%.
Items that are received gently used (without a tag) are reduced 70-90%.
I'm sorry again that the bag processing did not meet your expectations.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear that the processing of your bag did not meet your expectations.
Like many other consignment stores, we do have to limit our intake of certain categories.
Our...

specialists and teams hand select what will be listed on our site and there are several determining factors during the decision making process. One of those factors is the supply and demand of a brand, color, style, and category. JCrew is one of our most popular brands and a favorite by many of our buyers! However, with blazers being a category surplus, it was determined that this specific style has not been as successful at being resold on thredUP compared to other styles we have listed. Since our consignment time frame lasts only 84 days, we are constantly evaluating past and future styles that are listed on thredUP. As we continue to understand the supply and demand for styles, we are learning to take a closer look at what styles our customer's want to purchase.
We offer an excellent tool for our selling members in our FAQ so that they can view at any given time, an updated list of what we categories we may be limiting. This information can always be found in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Regretfully, with the bag not being opted in to return assurance, the items were not held aside to be able to return. It does look as though this bag requested for items to be donated and not returned when the bag was requested. I have added a screenshot of this section on the page where you requested the bag.
Please let me know if you have any other questions or concerns.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/08) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept more items from your bag. I do see that you send in several lovely jackets from varying brands. It looks as though a few were found to have some...

quality standards issues and a couple of others were brands that we do not accept.
As for the items that thredUP was unable to accept for resell, every item that our bag processors review, must follow up to our strict quality standards and acceptance criteria. Our processors have determined the following items could not be accepted for resell in our shop below:
Bag ID Photo Brand Gender Reason
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Coldwater Creek women Fraying or Snagged
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Draper's & Damon's women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg R&M Richards women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Ms. Lee women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Notations women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Sag Harbor women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Coldwater Creek women Hole/torn > 1/16
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg BonWorth women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Coldwater Creek women No Size
Because our processors are responsible for ensuring those items that are sold in our online shop, are really, very strict about accepted items as our customers are expecting to purchase like-new quality items. For future reference, this information can be found on our clean out page through this link here: https://www.thredup.com/p/cleanout And on that same page, you can find the payout estimator which informs you of what brands we are currently accepting and not accepting.
I am sorry again that we could not accept more items from your bag. Please let us know if you have any other questions.

Initial Business Response /* (1000, 5, 2015/12/23) */
Hi [redacted],
Thank you for expressing your concerns. We have confirmed on our end that this hold is not coming from our end. It is recommended that you reach out to your financial institution to get it removed. Our credit card processing...

system shows this transaction being declined and not charged.
Please let us know if you have any other questions.
Best,
[redacted]

We stand by our terms of use. No refund will be offered.
Best,
[redacted]

Initial Business Response /* (1000, 13, 2014/09/17) */
Hi [redacted],
Thank you for expressing your concerns. It looks as though this has been resolved through customer service with a credit of $156 added to your payout.
Please let me know if you have any other...

questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2014/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that my purse was mailed back to me. When I did not receive it for many days later, I inquired into what the tracking number was. Days later, I received a response that my purse was lost and they credited my account for $156.00 for it. Please note that that purse retails for $650.00 and is a discontinued pattern with the Burberry company. I think ThredUp's customer service is the worst I have ever seen and am highly upset that I was lied to when told that it was mailed back to me and later found out it was lost. Sounds more like a lie and that someone stole my purse. $156.00 does not even come close to what that purse would bring since they have purses for more than that with a lower retail price.

Initial Business Response /* (1000, 5, 2015/05/15) */
Hi [redacted],
Thank you for reaching out and I am sorry that the payout of your bag fell short of your expectations. Reviewing the payout of your bag it does look as though the items accepted did payout within the ranges disclosed in our...

FAQ section below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ /> Reading over your customer support ticket it looks as though you were mostly concerned about the pricing of the Max Studio dress that was in your bag.
It does look as though the item, while new with tag, did have a clearance sticker in the amount of $39.99 on it. As you can imagine it would be disconcerting for a buyer to receive an item purchased online in our discounted shop that has a price tag showing it was originally purchased for less.
For this reason, when we receive a new with tag item our policy is to have the processor use the lowest price on the tag for the original price noted and we reduce off of that amount. This is in an effort to be fully transparent with our buyers.
As for the other items not accepted, it does look as though there were some that could not be accepted due to either some quality issues and two because they did not have a size tag for us to be able to itemize it properly on the site.
For example, the shirt below is a brand we love however we could not accept it due to the staining and discoloration towards the bottom. This is the photo that was taken at the time of processing:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
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 bag. If 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 are. We 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,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $15 return assurance program is a high price to pay in advance when one doesn't even know what items are to be returned and if it is actually worth it.
The items I sent were clean and in good condition. apparently I missed one condition issue with that shirt, but I sent in a lot of items.
As I previously stated, I made sure that they were all on your list of brands that you buy before I sent them.
The MaxStudio dress was not a full price dress, but it was still in perfect brand new condition.
The payout amounts you list on your site do not add up. Your system is extremely biased towards your end of the transaction. There is no way I can accurately estimate what the payout amounts will be because while there are price ranges listed on the site for each type of item, it still seems somewhat arbitrary and skewed toward the very lowest payout amount in every instance.
I would have known that ahead of time if I had done a few seconds worth of research into your company's business practices - there are hundreds, if not thousands, of complaints online that all say the same thing I'm saying.
Final Business Response /* (4000, 9, 2015/06/01) */
Hi [redacted],
Thank you for following up. The $12.99 return assurance fee is deducted from your payout after the bag is processed if there are items to be returned. If all items are accepted, no fee is deducted. We do not require the fee to be paid upfront.
I am sorry again to hear about your disappointment. We do stand behind the pricing of clearance items as stated.
Best,
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are "sorry again" - that is not resolution.
The company's business practices are overwhelmingly skewed in their favor and their payouts do not match the listed payout amount on their site.
I should have read the hundreds of bad reviews before using their service!

Initial Business Response /* (1000, 5, 2015/03/27) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept your bag. As outlined in our quality standards we can not accept items that have an overwhelming odor whether it be cigarette smoke, perfume,...

etc. Our buying members have high expectations for the items we sell and odors are one standard that buyers tend to be especially sensitive about.
We are always happy to return any items that are not accepted but as outlined in our return assurance guidelines this does need to be requested prior to us receiving the bag. We offer the opportunity to request return assurance both when requesting the bag and at any time prior to us receiving the bag within your account. You can opt in or out at any time up until the bag is marked as received.
It is strongly suggested, as in the screenshot that I have attached here, to opt in to return assurance when sending designer items in case it can not be accepted.
Please let me know if you have any other questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I pay $13 for a return guarantee when the item is in perfect shape? I made the mistake of informing ThredUP that I have fotos documenting the perfect condition of the purse, so of course, they come up with some random claim that my like new designer bag in perfect condition has an odor??!! Hard to prove or disprove that.
I should have asked myself, why would ThredUP run an offer to give the consignor 100 percent of the sale of the designer purse when it costs them $5 to mail and process it? They lose $5 a bag. So, of course they are selling them elsewhere and making a nice profit.
A review of countless other complaints online show that this is a longtime trend with this company - that they keep and sell the lesser items and "discard" the high end quality items.
Even one of their own employees online indicated that many items come up "missing". This company is running a sham operation and should be shut down.
Final Business Response /* (4000, 9, 2015/04/10) */
We stand by our initial response and reasons as to why the bag could not be accepted.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/04/10) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. You are welcome to cash out at any time visiting http://www.thredup.com/bags and clicking on the cash out link below your balance. This...

will walk you through transferring the funds to your paypal account.
I am sorry that we could not accept more items from your bag. Our processors are admittedly thorough with every item that comes through as we guarantee every item that we sell to our members. If an item is significantly flawed with stains, holes, excessive wear we can not accept an item. We do our best to explain this in our quality standards:
https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-c...⇄ /> It looks as though you sent in some great brands that we love however there were some quality issues with some of the items that we could not accept. I have placed a couple of photos below to help explain.
The 575 jeans were very cute however there was excessive wear on the bottom hem of the jeans that had created a hole.
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
There were some stains on the knees of the flying monkey jeans that did not look as though they would wash out.
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
We do keep photos of the items that we can not accept and are always happy to provide them after a bag is processed if there is an item or multiple items in question. Our goal is to be as transparent as possible the processing of all bags.
Unfortunately we are unable to pay for items that we can not accept or resell however return assurance is always an option if you decide to try us again in the future. As long as you request return assurance prior to the bag being processed we are happy to return any items that can not be accepted.
I am sorry again to hear that the processing of your bag did not meet your expectations.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You showed me two examples but there were 15 other items in the bag that were not accepted and you cannot say that all of them were flawed. I do take pictures also of the items before sending them off. I am technologically savvy and I know how to withdraw money after the sale but what you neglected to mention is that the money wasn't available to be withdrawn for 3 weeks. Why are you holding on to the money for 3 weeks after holding on to my bag for 2 months before processing it? Other companies that work the same way you do release the funds right away and when they had my bag for longer than expected (as you did per the email that was sent apologizing for the delay) they simply gave me an option to take a set amount for the inconvenience. There are a ton of complaints about this company so all these people cannot be wrong and you are always right.
Final Business Response /* (4000, 9, 2015/05/01) */
Hi [redacted],
I'm sorry again to hear about your disappointment. Unfortunately we do show the items as having flaws. As mentioned previously we are admittedly picky about quality because our buying members have grown to have a high expectation of receiving like new clothing.
As always, funds can be cashed out 14 days after the bag is processed.
Best,
[redacted]
Final Consumer Response /* (4200, 11, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took more than 14 days to get my $6 and its a ridiculous policy to make your customers wait more than a day to get their money after they already waited 2 months for you to look through the bag. Thread up pays up immediately.

Initial Business Response /* (1000, 5, 2015/01/30) */
HI [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept the handbag. The DKNY had fraying on the straps that you can see in the photo, that connects to the silver ring, this is also an area that is...

prone to rips and is noticeable. We could not resell it in the condition since the entire outside of the handbag is considered a high visibility area. We have to remain very conscious of the our quality standards and keep in mind the person who is purchasing and getting like new items.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/04) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations.
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 bag. If 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 are. We 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.
The importance of opting in to return assurance and also not being able to receive items back if not opted in is mentioned in our terms of use at https://www.thredup.com/tou and in the other links listed below:
Can I request my items be returned to me? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ /> What is Return Assurance? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance-...⇄ /> Looking over the bag request page it does look as though the option chosen when your bag was requested was to have the items recycled if they could not be accepted. Unfortunately we do not hold on to items not accepted once the bag is processed so it is very important to opt in to this service prior to us receiving the bag. We are happy to quickly return any items not accepted as long as the bag is opted in to return assurance. Regretfully we no longer have the items from your bag.
Please let me know if you have any other questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not address the issue of you not returning my items. You never informed me that once the consigned items are deemed unacceptable (style hard to sell?) that I would forfeit my stuff. I want them back. You telling that I could've opted for return assurance prior to you receiving the bag does not solve this problem. I will pursue this matter to the fullest extent of the law.
Final Business Response /* (4000, 9, 2015/12/18) */
Hi [redacted],
Thank you for following up. When a bag is requested there are two options. One is to request return assurance for a fee of $12.99 to have any items not accepted to be returned and the other one is to have items not accepted to be recycled. The option chosen for your bag was to have the items recycled.
We do not hold on to items after a bag is processed when it is not requested to have items returned. There is more information in our terms of use in the link below:
https://www.thredup.com/tou
Best,
[redacted]
Final Consumer Response /* (4200, 11, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seller has not offered a solution to my dispute- instead is asking me to jump into a time machine and purchase a "return assurance" based on their policy that was never clearly explained to me at the time of my transaction. Please take a look at their business practices and you will see the trap that they lay out for their consumers by offering free shipping and then adversely stealing their stuff. Yes, return assurance was offered- but THERE IS NOTHING in the policy that indicates that failure to purchase this return assurance will result in forfeiture of items.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 8, 2015/02/26) */
HI [redacted],
Thank you for expressing your concerns. We show that order XXXXXXX was shipped in two boxes. The second box shows delivered on 2/18 with tracking number XXXXXXXXXXXXXXXXXXXX.
We also show that order XXXXXXX was delivered...

on 2/11 with tracking number XXXXXXXXXXXXXXXXXXXX.
If they have not been received, please let me know so that we can file a claim.
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hi [redacted],
 
Thank you for expressing your concerns and I am sorry that the results of your clean out bag did not meet your expectations. It does look as though we were unable to accept the other shoes due to varying reasons that did not meet our quality standards. We do our best to accept...

as many items from every bag as possible but each item does need to meet our admittedly strict quality standards. With each item on the site being guaranteed to be like new, our processors do make every effort to thoroughly review each item for quality and wear.
The quality standards are noted on our cleanout page where our members request a bag and it also links out to another page that provides more information about brands and quality standards. I have placed both links below:
[redacted]
 
I have attached an example photo of the Timberland shoes that could not be accepted to this complaint. One of our quality standards is that every item must have a legible size and brand tag so that we can accurately sell these items to another family. Size and brand are of utmost importance for pricing and so that the purchasing buyer knows whether or not an item will fit. In the attached photo you can see that from wearing the shoes, the size is no longer legible. We were unable to accept these shoes not knowing what size to tell potential buyers they may be.
Another example photo attached is of the Ralph Lauren high tops. While they are a great brand, the signs of excessive wear around the front of the shoes did not meet our quality standards of being like new.
When a bag is requested, there are two options. One is to opt in to return assurance that will allow for any items that can not be accepted to be held aside to be returned to you after the bag is processed. The other is to have the items recycled. Unfortunately because you did not request the return option, the items that could not be accepted were not held aside to be returned and we no longer have the items. If there are items our members would like returned if they can not be accepted, we strongly encourage opting in to return assurance so that this is possible.
I am sorry that we were unable to accept more items from the bag. If you decide to try us again in the future, feel free to reach out to our customer support team if you would like to inquire as to whether or not certain items will meet our standards.
Best,
[redacted]

Complaint: [redacted]I am rejecting this response because:
I felt that the advertising done by the company was false and they still have an item of my clothes that they did not process Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The fact that they later sent me a picture of my own clothing to show me that they can list it for a low price because they have it in inventory is not an intelligent or rational response to the complaint. Does ThredUp have the inventory amounts and price amounts from the day they received the package? The shirt they sent me in the picture demonstrating the inventory was from 2001. They also brag that they only take the latest styles. There's clearly very deceptive advertising and business practices going on with this company.
 
Just the fact that almost everything sold immediately and they waited so long to list them shows there is sketchiness going on. Anyone reading this can see the number of bad reviews and complaints recently going up with ThredUp. They just repeat that they have a price indicator that you can see with data they fill in (Coincidence?) to fake this information. Sincerely,[redacted]

Hello,
The name, email address, and mailing address do not align in this complaint. We do not have a customer with this name at this address. The email address provided is not associated with an account.
Best,
[redacted]

Hi [redacted],
Thank you for expressing your concerns and I am sorry that the cleanout process did not meet your expectations. I do see that you opted into return assurance to receive back any items that we could not accept. Between this fee of $10.99 and the fee that was agreed upon when requesting the...

bag, this did deduct quite a bit from your payout. I see that one of our customer service representatives reversed one of these fees for you and the balance is available to cash out at your convenience.
As for the amount paid out for the items, it looks as though the items accepted from your bag did payout within the ranges provided on our payout estimator that is on the cleanout pages. In an effort to be fully transparent, we disclose the potential earnings of any given item so that our customers can decide if we are the best fit for their needs prior to sending a bag. The payout estimator can be found at [redacted] as well as in our help center.
I'm sorry again that the cleanout process did not meet your expectations.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/02/26) */
Hi [redacted],
Thank you for expressing your concerns. Unfortunately we do not send checks but it does look as though you have had a cash balance available to cash out through paypal for several months. You are welcome to cash out at...

any time by visiting http://www.thredup.com/bags and clicking on the cash out button. It will walk you through transferring the funds to your paypal account.
We do not accept jewelry which is why the earrings could not be accepted. I apologize if you only received on earring back. I have added $20 to your payout to compensate you for the pair.
Please let me know if you have any other questions or concerns.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have a pay pal account, could I just use the cash to purchase some thing?
Final Business Response /* (4000, 9, 2015/03/27) */
Hi [redacted],
You are welcome to use the credit to purchase items however if you prefer to cash out, creating a paypal account is easy. You can create an account in the link below:
https://www.paypal.com/signup/account
You are welcome to do whichever is most convenient for you.
Best,
[redacted]