Thredup, Inc.

Hi [redacted],
Thank you for expressing your concerns and I am sorry that the payout did not meet your expectations. I have reviewed the bag in question that was processed in November of last year, I did not see any customer support inquiries about the payout. 
It looks as though we were able to...

accept 7 items of the 14 items in the bag, the other 7 items could not be accepted due to them not meeting our admittedly strict quality assurance standards. I was able to review the amount earned for each item and it looks as though each item earned the amount disclosed on our payout estimator that can be found on the clean out pages at [redacted]. After the bag was processed, a bag fee of $8.99 was deducted as disclosed when the bag was requested which is why the payout you see in your account was lower. These bag fees can be viewed in the bag history of your account.
As a courtesy I have refunded the $8.99 bag fee to your account. Reviewing the amount earned for each item, each item was paid out in an amount disclosed on our payout estimator. I am sorry that the cleanout process did not meet your expectations.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/03/27) */
Hi [redacted],
Thank you for expressing your concerns. I am not finding an account under the email address that you provided. If you could please provide your account information we would be happy to look in to this for...

you.
Best,
[redacted]

I think ThredUp is a lying, cheating organization. I sent them items for resale that I was paid their estimated resale price of 1 or 2 dollars and yet every item has sold for 300 percent profit for Thred Up. DO NOT SELL TO THREDUP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I submitted one shirt from anthropologie never worn with tags over 200 dollars they paid me like 2 dollars!!!!!!!!!!!!!!!!!!!!!!!!!! DISGUSTING COMPANY I sent them Guess, Bebe, Anthropologie, Paul and Joe, etc. Really awful customer service

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, 5, 2015/11/25) */
The reasons for not accepting more items were sent through customer support in both links and photos showing the areas of flaws noted. We stand behind the reasons noted at the time of processing.
Please let me know if you have any other...

questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pics sent did not depict flaws. I have shown them to multiple people and each person is just as puzzled as I am. The only one that shows a flaw is the jacket that I sent in. I suspect that the company accidently stained it or a mark was left on it through processing, because this coat was brand new, never word, sitting in a plastic protection bag in a closet. The company's response is false. They sent me a pic of 3 rejected items and that is it, trying to show me stains on the two additional items and they simple weren't there as close up as they could show me. They first sent pics from 15 feet away with someone pointing to a "stain," so I requested close-ups and there is still nothing there whatsoever. What they are pointing to are seriously shadows or nothing.... pic quality is grainy and the approach to the process is shady and unethical. They continue to take clothing from people if they do not opt into their return reassurance policy. However, if they were following the protocol on their website, no one should have to pay $12+ dollars for this "return re-assurance." To send in clothing and trust that it is going to be assessed reasonably and per the guidelines on your website. In the fine print, it says that they sell the items that are not up to their "standards" (even though they can give you ridiculous reasons or no reasons at all as to why they don't meet your standards) are sold to a third party for profit? How is this legal? How can they TAKE MY CLOTHING and sell it for a profit without giving me a dime? I want answers. Where are these clothes that are not "deemed" acceptable for completely ridiculous reasons going? Who is buying them? How much are you making off of them? Why am I not getting any of that profit since they are MY CLOTHES that you did not pay me for. You are STEALING FROM PEOPLE!

Initial Business Response /* (1000, 8, 2016/01/14) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry for any delay in transit times over the holiday season. Shipping times do traditionally slow down this time of year due to increased shipping activity. It looks as though this...

order was packed and shipped on 12/14 and delivered on 12/26 according to tracking.
Please let us know if you have any additional questions or concerns.
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hi Lisa,
Thank you for expressing your concerns. We did start implementing a bag fee as of summer of 2016. These fees are disclosed at the time the bag is requested and may change from time to time. Thank you for the feedback on the bag fee. At this time, the bag fee remains in...

place.
Best,
[redacted]

Hi [redacted],
 
Thank you for following up. It looks as though the other handbag was not accepted due to wear and discoloration around the bottom of the handbag. I have attached a closeup of the photo taken at the...

time of processing below:
 
As for the [redacted] handbag, based upon that original MSRP and the style, it would have had a consignment payout of approximately $460. This amount has been added to your thredUP account to be cashed out at your convenience.
 
Best,
[redacted]

Hi [redacted]
Thank you for expressing your concerns. I am showing that 30 items were sent in the return assurance bag. How many items were received back and was the return assurance bag damaged in transit?
Best,
Stephanie Edwards

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!

47 days later they finally sorted my bag and gave me a whooping $4.50 credit. They only accepted 5 items, of the not accepted items were a like new UnderArmor shirt, multiple Fox Riders Co and Skin Ind. shirts, a couple dresses and additional shirts. I think I sent around 12-14 items. They were all brands I pre-entered on their acceptable brands part of their app.
So I averaged $0.90 a piece for the ones that were accepted. I complained to them saying that it was bt. Now they have blocked me from my account and I can't even make a purchase with my credit! Thieves!!

Initial Business Response /* (1000, 5, 2015/11/11) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations. Like many consignment stores, we find that certain styles, sizes, etc. are very difficult to resell and remain as...

lingering inventory so we do limit certain items/brands for this reason. In an effort to be transparent we disclose this information on the site in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-items-are-we-selecti...⇄ /> Unfortunately while you did send in brands we love, there were a handful of items that fell within the styles that are difficult to resell/category surplus and have not been successful in selling on the site in the past.
We do have a program that allows you to receive items back called return assurance. This is mentioned in many different areas on the site, including on the page where bags are requested. The option is either recycle my items, or please send them back to me if not accepted. Unfortunately it looks as though the return assurance option to have items sent back was not requested for this particular bag so the items that could not be accepted were not held aside at processing.
Because this bag was not opted in to return assurance, unfortunately we no longer have the items to send back to you. In the future I would recommend opting in to return assurance if you are sending brands that you would want returned if they are not accepted.
Please let us know if you have any other questions.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2016/02/05) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of the bag did not meet your expectations. It does look as though our support team responded on 1/25.
It's important to remember that using...

thredUP means you might sacrifice a little cash-back for convenience. Our goal is to help make families lives easier by helping them hand-down clothes from the convenience of home and earn some cash. While you might be able to earn slightly more at an offline consignment store, eBay or craigslist, you pay a little extra to have thredUP do all the hard work for you (no driving, negotiating with buyers, or dealing with rejected items).
We truly appreciate your feedback. We are always working to improve the overall thredup experience. Please let me know if you have any questions, or if there is anything else I can assist you with.
With that said, we feel it is important to set the expectations for what you can earn by disclosing these amounts on the cleanout pages. The most helpful is the one below:
https://www.thredup.com/p/cleanout-payout-estimator
We also have additional information in our FAQ's.
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> As stated in the links above, our sellers can earn up to 80% but for an item to be considered consignment it must be listed on the site at $60 or more. The payout for items priced lower than that are lined out in the links above.
Reviewing the payout for your bag, it looks as though you earned the disclosed amounts.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe this is a formulaic response. Obviously their terms and conditions are unclear. Again, their "calculator" makes no sense it is geared to whatever they want as far as price. It is quite suspect that everything they choose is the lowest value possible where they do not have to "pay" based on selling price. The response is that it is easier to sell through them than eBay or consignment. This is categorically false, you still have to have everything pristine and go to UPS to drop the bag off. At least eBay or consignment organizations only take a small fee based on listings and actual selling price, whereas this organization tells you the item's value before even selling it, thereby avoiding paying a percentage. Their terms, conditions, and even calculator are ambiguous and not easily located. This problem is evident by all the online complaints and horrible reviews of this company. In the end they took advantage of me, and basically say they can because of their own unclear explanation and so called 'terms'!
Final Business Response /* (4000, 9, 2016/02/23) */
We stand behind the processing and payout for this bag as disclosed in our information pages.

This was my first time attempting to purchase from ThredUP. I was so excited to purchase good quality clothing for my little girl. However, the excitement was short lived. When I went to checkout, I kept getting error messages telling me to check my web connection. However, that was fine. I then later saw the charge from ThredUP on my credit card account. However, ThredUP was not acknowledging my order. I called my credit card company & they assured me the charge was approved. So, I then started looking to contact customer service at ThredUP. I found I could email them, but no phone number listed anywhere to speak to a live person.
I emailed customer service & got the initial standard email back, then nothing. In my initial email, I requested to get a phone number to speak with someone, but that request was ignored. I emailed them again & finally someone did email me back asking for a copy of the charge at my credit card company & telling me the charge had been declined by my credit card company. I sent the copy, then no response from ThredUP. The next day, I emailed them another copy of the charge & warned them I'd be filing a dispute with my credit card company. No response again. Actually no response from ThredUP at all since the initial response. All this to state to beware when dealing with this company. Their customer service sucks!!!

Initial Business Response /* (1000, 5, 2015/03/06) */
Hi [redacted],
I am not finding any members in our database with the mailing address or email address that you have provided. If you have placed an order with us please provide us with an accurate email address or mailing...

address.
Best,
[redacted]

Initial Business Response /* (1000, 9, 2015/06/17) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept some of your designer items.
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. We try hard to make option in to return assurance as easy as possible. This is offered and highly recommended when you request the bag, especially when sending designer items. 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 them.
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.
As far as why we could not accept the items, the designer items that you reference were found to be styles that are not in high demand or not a current trend. We do mention this in our quality standards and in a separate FAQ that provides more detail. I have placed the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Unfortunately we can not pay for items that can not be accepted or are found to not be resellable.
I'm sorry that the processing of your bag did not meet your expectations.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/06/23) */
[redacted] consumer indicated he/she DID NOT accept the response from the business.)
The items were grand new, most with tags. There was a brand new Versace wallet that is classic and on "trend". They're first response about not accepting the brand new Gucci and prada pants was that they don't accept pants. Now it's that they aren't on trend. This is a scam. They take your high end items and resell them offline. They make it impossible to get your items back and onoy offer this clause you order the bag. I am considering pressing charges for theft. If anyone else should like to get a suit together please contact me. I want to continue with this complaint
Final Business Response /* (4000, 13, 2015/07/02) */
Hi [redacted],
Our handbag specialist and her team hand select the handbags that 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 handbag's brand, color, style, and category. The brands are some of our most popular brands and a favorite by many of our buyers. However, 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 handbag brands and styles, we are learning to take a closer look at what styles our customer's want to purchase.
We stand by the reason of the items not being accepted.
Best,
[redacted]
Final Consumer Response /* (4200, 15, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want the complaint to continue. This company needs to be accountable for what they are doing. They should give you an option to get your items back when they decide they do not want them. Not make you decide when you order a "bag" to send your stuff in. I wasn't even sure what I was going to send in when I requested a bag. It is very shady, deceptive and at worst illegal.

Initial Business Response /* (1000, 5, 2015/11/19) */
Hi [redacted],
Thank you for expressing your concerns. Our pricing team evaluates the price for items that come through and base price on the price in which they will resell on both the MSRP and the price in which an item will sell. Based upon...

this information, the $10 is approximately what the shoes would have earned had they been accepted and sold. Estimates for items can always be found on our payout estimator in the link below:
https://www.thredup.com/p/cleanout-payout-estimator
Please let me know if you have any other questions.
Best,
[redacted]

I sent them a bag full of brand new items and some gently used.. they accepted 5 items and only gave me 8.95 those items were new and in great condition. Knowing them, once they read this review, they will try to say my items weren't in a Condition that would reflect a bigger return. They will sell my items for more than what they gave me for. Don't sell your clothes or shoes to them. They sell for higher price than what they give you when they buy it. They are not legit.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]