Thredup, Inc.

Complaint: ***I am rejecting this response because: it was not that more items were not accepted it is that so many items were taken from me for such a little amount and when I asked for all the items back and to just take a loss with the $shipping you completely ignored that and STILL took my items only adding the shipping on to my amountNow, all my items are being sent to me as you sell them meaning you could have in fact sent them all back AND no amounts are being posted with the items for what you sold them for so how can you then claim you did pay the alotted amount according to your charts when you are not even being transparent about what you sold them for which certainly implies you sold those items for more then the percent you paid out for at the corresponding costWhy not tell people what you sold them for if you are being honest? So, in essence you have stolen my items along with many other customers from the complaints I have readYou owe me a lot more money back and the rest of the items mailed back free of charge. Sincerely,*** ***

Hi Lynn,
Thank you for reaching out and I am sorry to hear that you are disappointed in the clean out experienceIt looks as though your most recent clean out bag was requested as a donation bag, no payout to be receivedWhen requesting a bag in February, there were two optionsOne was to
request a bag with a bag processing fee that would provide a payoutThe other was to request a donation bag that supports a non-profit organizationIt looks as though the latter is what was chosen when you requested this bag
The details of this were sent with the email you received on 3/6/at 8:am PST and it also requested you to contact our support team if you wanted to change this optionWhile it is too late to change this option, if you reach out to our customer support team, they would be happy to assist you with your bag
Best,
*** ***

Hi ***,
In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUPWe have been experiencing longer wait times for responses than usualWe apologize for the inconvenience and thank you for your patienceCreating a great customer
experience and delivering excellent customer service a top priority
I am glad to see that a member of our Customer Service team was able to respond to your message on 04/09/
Per the USPS tracking information, I see that Order #*** was shipped and delivered to the following address:
*** *** ***
*** *** *** *** ** ***
Below are the USPS tracking to the shipments:
*** ** *** *** *** *** ** *** *** *** *** ** *** *** ***
Sometimes there are delays between USPS scanning the packages as delivered and when they are actually deliveredTypically, the order comes through after 5-business days (days to be safe) of it being scanned
Please let us know if there is anything else that we can assist withOnce again, we sincerely apologize for the confusion and delay
Best,
***
Customer Service Supervisor
thredUP

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
We work to be as transparent as possible regarding our payout scaleMore information about our payouts can be found on our website in our FAQ section under “How much will I earn for my clothing?”:
***
You can also view our Payout Estimator to help you get an idea of what your potential payouts can look like depending on the brands of items you send inThe Payout Estimator can be found on our site here:
***
In looking at the payout chart, the amounts that you were paid out are directly in line with the chart on our site
Our goal is to accept and pay you out for as many items possibleRegrettably, we were not able to accept of your items because the condition that they were in were not suitable to be listed for sale on our site
I also see that you have items on consignmentAs the seller, you have the power to adjust the prices of these items as you see fit by logging into your accountYou can also find more information on how to adjust the prices on your consignment listings on our site here and searching “consignment”:
***
I apologize that we could not meet your expectationsI understand that this is your first time cleaning out your closet with us, so I have included an additional payout for you in your account which can be cashed out at your earliest convenience
Best,
***
Customer Service Supervisor
thredUP

Initial Business Response /* (1000, 10, 2015/05/13) */
Hi ***,
Thank you for expressing your concerns and I am sorry that your clean out experience did not meet your expectationsIt does look as though you sent another bag previously that had an excellent payout
We did offer a
promotion for several months where we offered a 100% payout on all handbags that were accepted and we thank you for participating
This promotion offered a 100% payout for all handbags that we received and met our admittedly strict guidelines for handbagsOur handbag team individually reviews each handbag for authenticity and qualityBecause our buying members have high expectations on the quality of items they purchase from us and because we guarantee the quality of each item our team does thoroughly review each item to ensure that it meets all of our standardsI have placed a link below for your review but in short, the item must contain no rips, tears, stains or signs of excessive wear
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-for-Han...⇄ /> It was found at the time of processing that the Pour La Victoire Bag you referenced did have a small tear in a highly visible area that prevented us from accepting the itemHad it not been for the tear it would have met our quality standards as outlined in the link above
We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted into 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 after the bag is processed
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/bagsThis is also mentioned in the materials that we provide with every clean out bag that is sent out as a reminder to opt your bag in to return assurance, especially if you are sending designer items
Unfortunately because this bag was not opted in to return assurance we can not return the items
For future bags we do recommend opting in to return assurance just in case we are unable to accept an item
Please let me know if you have any other concerns

Initial Business Response /* (1000, 5, 2014/07/09) */
Hi ***,
It looks as though a refund was issue to your source of payment for this order on 6/If you have not yet received the refund I would contact your financial institutionPlease let us know if you need specific information
to help you get this resolved
Best,
***

Hi ***,It appears that there was a stain noted on the dressRegrettably, we do not have the exact details of where the flaw was located on the garment nor the magnitude of it, however it was significant enough for our team to feel uncomfortable selling it to you and that is why you were refunded in full.We appreciate your concern for the customer who sent in the dress, but please be assured that we compensate our sellers for their items and those fees are not deducted if or when an item is returned or an order is canceled for any reason.Best,***Customer Service SupervisorthredUP

This company is just badThere's no other way around itI have both sold to and bought from thredUp, and both experiences were negativeWhen I purchased from them, the clothes were damaged and not how they were describedWhen I sold to them, I inquired about my bag, and *** from customer service was very rude and condescending to meNever again will I do business with thredUp

Initial Business Response /* (1000, 5, 2015/06/01) */
Hi ***,
Thank you for expressing your concerns and I am sorry that the bag payout did not meet your expectationsI do see that items from your bag could not be accepted for a number of reasons and that some indeed could not be accepted due
to a category surplus/style not in high demand
As with most consignment type stores we do end up with categories of items that do not sell very well over timeBecause of this we do limit our inventory and keep our FAQ updated as the categories changeYou can find this information in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> This information is also listed in our quality standards and links out to this same FAQ because we update the above link as our inventory changes:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> We are always happy to return any items that are not accepted as long as the bag is opted in to return assuranceWe 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 Business Response /* (1000, 5, 2015/05/01) */
Hi ***,
Thank you for reaching out and I am sorry for the confusionThe package was sent via USPS which is why it was not tracking with FedExAccording to tracking it appears to have been delivered on 4/
Please let me know
if this is not accurateThank you as well for your business and other recent orders
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not recieved the packageThis has never happened before and I've ordered several times from thredup*** whom emailed me has indicated that a claim will be filed with usps, however I still do not want to pay for merchandise that I never receivedI've placed orders since this one and they all arrived without issueI have no problem with Thredup, but I would like to see this rectified as I am not sure what happened
Final Business Response /* (4000, 9, 2015/05/15) */
This issue was resolved through customer service
Best,
***

Hi ***,
Thank you for the informationI apologize for the disappointment and frustration
I have fully refunded you to your original method of payment for the second and third shipments from your orderPlease allow - business days for the funds to appear in you balance, depending on your financial institution
Have a wonderful week
Best,
***
Customer Service Supervisor
thredUP

Initial Business Response /* (1000, 5, 2015/05/01) */
Hi ***,
Thank you for reaching out and I am sorry for the confusionThe package was sent via USPS which is why it was not tracking with FedExAccording to tracking it appears to have been delivered on 4/
Please let me know if
this is not accurateThank you as well for your business and other recent orders
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not recieved the packageThis has never happened before and I've ordered several times from thredup*** whom emailed me has indicated that a claim will be filed with usps, however I still do not want to pay for merchandise that I never receivedI've placed orders since this one and they all arrived without issueI have no problem with Thredup, but I would like to see this rectified as I am not sure what happened
Final Business Response /* (4000, 9, 2015/05/15) */
This issue was resolved through customer service
Best,
***

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

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, *** ***

Hi ***,
Thank you for sharing your concerns and we appreciate your feedback regarding our payout structureI apologize that you were dissatisfied with your experienceWe strive to provide as much transparency as possible when it comes to our clean out/payout processMore information
on this can be found on our website: ***
I see that you were able to receive assistance from a member of our Customer Service team and they were able to explain your payout a bit more in depthI hope that this has provided more clarity
Best,
***
Customer Service Supervisor
thredUP

Hi ***,
I was able to see your interaction via *** with a member of our Customer Service teamI see that they were able to assist you and did refund you the Return Assurance fee
Regarding your most recent bags (*** and ***), we are sorry to hear of your disappointment with your payout
In Bag # *** only of the things you sent to us were accepted to be sold on our siteIn Bag # *** only of the things you sent to us were accepted to be sold on our siteRegrettably we were not able to accept these items because the condition that they were in were not suitable to be listed for sale on our siteThis is why your payout was not as high as your previous ones
As a business, we do not benefit from not accepting items from cleanout bagsThe items that are not accepted are recycled responsiblyOur goal is to accept as many items as possible from each and every cleanout bag
Best,
***
Customer Support
thredUP

Initial Business Response /* (1000, 5, 2014/07/23) */
Hi ***!
I apologize for all the trouble with creating order returnsWe are aware of the issue with this page and will honor any returns sent during this downtime
I do not see any customer service requests and apologize that
we have not been able to resolve this sooner
When preparing your return, please include the original order slip in with the clothing, and notes on why you are return the itemsWe will issue a full refund once we receive the items back at our distribution center
Again, we truly apologize for any inconvenience
Thank you,
*** P
Customer Service Manager
thredUP, Inc
Initial Consumer Rebuttal /* (2000, 7, 2014/07/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you *** for the responseIt is refreshing to finally get a hold of someone and get an answer as to how to make a return
I'm really sad it had to take me filing a complaint to get a response and I suggest you respond to your support email in the future
Thank you for your help- I will be sending the return as soon as I am able

Hi ***,
I sincerely apologize that you did not receive a return shipping label in your Goody BoxI also apologize for the delay in our response timeWe are currently experiencing longer wait times than usual and we are working hard to improve
I am glad to see that you
received a response with a return shipping label from a member of our team on 05/01/
Please contact us again if we can be of further assistance
Best,
***
Customer Service Supervisor
thredUP

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, *** ***

Hi ***,
In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUPCreating a great customer experience and delivering excellent customer service a top priorityI apologize that you had trouble contacting usYou may contact our Customer
Service team by emailing [email protected]
In looking at your selling history, I can see that you have been paid out for all consignment items except for a pair of *** *** *** Wool pants that sold on 04/04/18, which means that you will be paid out for these days from the date of saleYour payout date for these will be 04/17/
If this is not the item that you are referring to, please share with me the details of the consignment item in question and I would be happy to research further
Best,
***
Customer Support
thredUP