Thredup, Inc.

Complaint: ***I am rejecting this response because: My name
is*** *** ** *** *** *** ** *** and I do have an account with ThredUp. After seeing how they sell items, I asked that the second bag I sent them be returned to me, which it has not been. It's also no longer listed on my account.Sincerely,*** ***

Complaint: ***I am rejecting this response because: deferring to an ongoing and incomplete discussion with customer service does not resolve the complaint. 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, *** ***

Initial Business Response /* (1000, 5, 2015/08/21) */
Hello Mrs***,
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsWe are admittedly strict with your quality standards as every item on the site is guaranteed for quality
Our buying members have come to expect like new clothing with every purchase so we do try to make sure to catch every flaw while a bag is being processed
It does look as though there were a number of quality issues with the items in your bagWe keep records of every item that is received in the bag, even the ones that are not acceptedI have placed the photos for all of the items belowIf you click on each photo once the link is open it will zoom making it easier to view what the processor was notingUnfortunately we can not accept items with noticeable flaws such as stains or fading/discoloration
Reason Item Number (Not ID) Brand Photo Photo Url
Faded/discolored Polo by Ralph Lauren http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Banana Republic Factory Store http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Polo by Ralph Lauren http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Faded/discolored Calvin Klein http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
brand not accepted Jones New York http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Calvin Klein http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Calvin Klein http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Ann Taylor LOFT http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Gap Kids http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Calvin Klein http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Lauren by Ralph Lauren http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Banana Republic http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Pilling: noticeable Ann Taylor LOFT http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained The Limited http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Coach http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Ann Taylor LOFT http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained MICHAEL Michael Kors http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Faded/discolored Gap Kids http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained XXXXXXX Polo by Ralph Lauren http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Polo by Ralph Lauren http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Old Navy http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Nine West http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Faded/discolored Ralph Lauren http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained INC International Concepts http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Polo by Ralph Lauren http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Polo by Ralph Lauren http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Abercrombie & Fitch http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Category Surplus XXXXXXX Old Navy http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Category Surplus XXXXXXX Old Navy http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Category Surplus XXXXXXX Calvin Klein http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Category Surplus XXXXXXX BCBGirls http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
While the brands in your bag were brands that we and our buying members love, we can not accept items with quality issuesI'm very sorry again that we could not accept more items from your bag
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, this isn't a complete list of my items that weren't accepted that I also wasn't paid forWhere are the brand new Michael Kors shoesSecond, Thred Up is a site that sells both new and secondhand AKA used (most used clothes) - so to say that you won't accept something for sale unless it is in "perfect" condition is ridiculousI have ordered and received items that I had to send back that I can't believe you accepted due to fading and pilingOne item even had a hole! Additionally the Nine West shoes had "something on the bottom"Really?? So you can't sell it because there was something on the sole of the shoe? I find the excuses to be unbelievable and incredibleI want my items back or the monetary amount I stated
Final Business Response /* (4000, 16, 2015/10/08) */
We stand by the processing of the bag and policies as outlined on the site
Best,
***
Final Consumer Response /* (4200, 18, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response "we stand by the processing of our bag" doesn't explain what happened to my shoes that disappeared or offer a solutionThis is a waste of time and efforts as they aren't even offering a reasonable solution to MY problem (obviously not their problem not do their care about their customers)I want my shoes or a reasonable payment for them

Hi ***,
I apologize for any disappointmentYou were appropriately paid out for your items based on our payout scale and payout estimator, both available on our website for your reference
Our Payout Estimator can be found on our website here:
***
Our Payout Chart can be found on our website in the FAQ article entitled “How much will I earn for my clothing?”:
***
Once upfront items are paid out and listed on our site there is no option to have them returned to youYou do have the ability to adjust the price of your items and you do have the option to reclaim your consignment items if they have not sold after days
You can find instructions on how to adjust the price of your consignment items in the FAQ article entitled “How do I adjust the selling price of my consignment item?”:
***
I have issued you a refund for the return assurance on Bag #***This is reflected in your thredUP store credit balance and is available for you to cash out at your earliest convenience
Best,
***
Customer Service Supervisor
thredUP

Hi ***,
Thank you for expressing your concerns and I am sorry that the results of your clean out bag did not meet your expectationsIt does look as though we were unable to accept the other shoes due to varying reasons that did not meet our quality standardsWe do our
best to accept as many items from every bag as possible but each item does need to meet our admittedly strict quality standardsWith 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 standardsI have placed both links below:
*** ***
I have attached an example photo of the Timberland shoes that could not be accepted to this complaintOne 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 familySize and brand are of utmost importance for pricing and so that the purchasing buyer knows whether or not an item will fitIn the attached photo you can see that from wearing the shoes, the size is no longer legibleWe 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 topsWhile 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 optionsOne 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 processedThe other is to have the items recycledUnfortunately 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 itemsIf 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 bagIf 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,
*** ***

Initial Business Response /* (1000, 5, 2015/12/04) */
Hi ***,
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsWhen a bag is requested we offer two optionsOne is to request return assurance where we will quickly
return to you any items not acceptedThe other is to recycle any items not acceptedIt looks as though with this particular bag it was requested to recycle and not return any items that were found to not meet our quality standards
Looking in to the bag, it does look as though a *** *** jacket was accounted for in your bag however this is a brand that we do not accept due to it being difficult to resell
We have information on the site regarding the brands we do not accept so that our selling members can maximize their payout by only sending items that we can acceptI have placed a couple of these links below:
https://www.thredup.com/p/cleanout-brands
https://www.thredup.com/p/cleanout-payout-estimator
The Merona jacket was new with tag and had an original MSRP of $however it is important to remember that we sell items 50-80% off of their original retail price and the seller is then paid off of that amountI have placed another link below that discusses how much a seller can earn per item
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> I am sorry again that the processing of your bag did not meet your expectationsPlease let me know if you have any other questions
Best,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not see a place to indicate that I wanted items returned if they did not sellIf I had seen such a place, I would definitely have checked itI also did not see that *** *** was a company Thredup did not acceptThe tag on the coat only said "L.L." The coat is valued at $and I would like to be compensated for at least half of that amount so I can buy another coatThe coat was a gift from my daughter, but it was too small, so that's why I sent it to Thredup in the first placeI hoped to get enough from it to buy another oneI think it's very suspicious that they could "recycle" the coat without even asking me about itThis is no way to do business, and I'm wondering how many complaints there have beenPlease look into this furtherpeople may be being cheated, and it's just not rightOne other thingwhy did they reject the *** *** brand? Is it because it's a Jewish brand? Why would a beautiful coat be "difficult to resell"? I don't accept that explanation, and think this needs to be further investigatedAlso why couldn't they tell me what happened to the coat, other than it had been "recycled." What does that mean? Please impress upon the company that this will hurt them in the long run, and they need to compensate me for at least $Thank youC.M
Final Business Response /* (4000, 9, 2015/12/18) */
Hi ***,
I have placed a screenshot of the bag request page that shows where it must be chosen if you want items returned or to be recycled
We stand behind the processing of this bag along with our brand and quality standards
Best,
*** ***
Final Consumer Response /* (4200, 11, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never saw the screen they say they had on their website, where I could ask for my items in the bag to be returnedIf I had seen it, I would have asked for them to be returnedThey were brand new items, and I could have sold them locally, had I known the Thredup company wouldn't value themThis is totally unacceptable, and I need $compensation for the $300.value coat so I can buy another onePlease look into their business practicessomething is definitely wrong with the way this company does business
- *** ***

Initial Business Response /* (1000, 6, 2015/09/10) */
Hi ***,
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsIt does look as though we were unable to accept the Juicy Couture bag due to pen marks on the outside and
the Aldo heels due to the cracking and excessive wear on the inside of the shoe
Our processors do have to look over each individual item to make sure that they meet our quality standards as noted below:
QUALITY STANDARDS: What can I send? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> Our buying customers have grown to expect like new items so we work hard to catch any excessive wear or flaws prior to them being placed on the site
As for the items that were accepted, it does look as though they were paid out within the ranges provided in our payout chart provided in the link below:
CONSIGNMENT - Everything you need to know! - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> The attachment to this complaint is not legible however I would be happy to review it if you attach it in a legible format
If you have any other specific concerns about your bag, please let me know
Best,
***

Initial Business Response /* (1000, 5, 2015/06/01) */
Hi ***,
Thank you for expressing your concerns and I am sorry that the bag processing did not meet your expectations
We do admittedly have strict standards on the quality of items that we acceptBecause we guarantee every item
that is sold on the site it is important for our processors to catch all quality issues prior to them being posted on the siteIssues such has excessive wear or fading, pilling, stains, holes, etccan not be accepted
We do our best to be transparent by noting these standards in our FAQ's and on the information that we send with every clean out bagI have placed a link below for reference:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> Reviewing your bag details, it does look as though you sent some popular brands that we do accept however we could not accept several items due to quality issuesI have added a couple of screenshots that are closeups for some of the photos shared with you on the customer support ticket so that it is easier to see the stains in the underarms of some of the items that we could not acceptI do hope this helps
We do our best to accept all of the items that we can from every bag but they do need to meet our quality standards
Regretfully we can not pay for items that we can not acceptI'm sorry about thatFor future bags I would recommend opting in to return assurance so that any items not accepted can be returned to you after the bag is processed
Please let me know if you have any other questions or concerns
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ThredUp clearly did not carefully read my complaint.As I stated in my initial complaint, ThredUp already sent me the photos of all items that were declined with their explanation, claiming the items were damaged in some wayAs I explained previously, I went through those photos and found that their was no evidence of damage in the majority of the items listed as stained or piled; I would say about 3/of the itemsI would appreciate if the company read my complaint more carefully and took the time to provide an accurate and appropriate responseAs this is the same nonsense that I got when I complained to the company myselfIt is unacceptable response and a professional company would have actually read the complaint accurately in the first placeMy expectation is the company read the complaint and respond appropriatelyAs stated I have seen every single photo, not just a few select photos they chose to provide to the Revdex.com, and 3/of the clothing the company is claiming is damaged in some way shows no damage in the photosThis isn't about high standards, its about scamming customers, and as I said the large number of complaints online back that up loudly
Final Business Response /* (4000, 9, 2015/06/17) */
Hi ***,
Thank you for following upI have attached another photo of the underarm stains on a different topI'm truly sorry that the bag processing did not meet your expectations but items in this condition do not meet our quality standards
There were some other items noted as being not a current trend or one that is difficult to resell as wellI have placed all of the photos for all of the items not accepted below
For the brands we do not accept, we do offer tools for our selling members so that they can check to see if we accept the brands they are wanting to sendThis information can be found at http://www.thredup.com/cleanout/brands
Our quality standards found in the link below also mention the quality of items that we accept:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> The quality standards mention that items need to be on trend and also mentions that we are limiting our inventory of some categories that link out to the one below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-off-trend-mean-...⇄ /> Reason Item Number (Not ID) Photo Photo Url
brand not accepted http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
brand not accepted http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Pilling: noticeable XXXXXXX http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Hole/torn > 1/http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg⇄ /> Pilling: noticeable XXXXXXX http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Faded/discolored http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Off-Trend Item XXXXXXX http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Off-Trend Item XXXXXXX http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Off-Trend Item XXXXXXX http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
No Size XXXXXXX http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
No Size XXXXXXX http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Off-Trend Item XXXXXXX http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Off-Trend Item XXXXXXX http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
I'm sorry again that the processing of your bag did not meet your expectations but we stand behind the initial processing that the items did not meet our quality standards
Best,
***
Final Consumer Response /* (4200, 11, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am frustrated that this company has again not really paid attention to my initial complaint or follow up response to their first responseI have twice now stated that I have seen all the photos several weeks ago when I first complained to the company and do not see the issues they claimAgain I read the standards for selling closely before sendingy closeAgain and hopefully for the last time I would like the company to address my complaint and not just repeatedly restate what I have already addressedI am clearly not the only customer that has felt scammed by this company as evident in the mass online complaints and they have yet to accurately read and response to my complaint after multiple attemptsI expect a response that address and does not side step my complaintPlease stop repeating what I already addressed multiple times and respond directly to my complaint

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 metWe apologize for any delay in response time to your queriesCreating a great customer experience
and delivering excellent customer service a top priority, and for this reason we are continuously working to improve our processes
I am glad to see that you have since been able to receive assistance from a few members of our Customer Service team and they were able to answer your questions, as well as help you in retrieving your items that were not accepted
Please feel free to contact me again if you have any other questions or need further assistance
Best,
***
Customer Service Supervisor
thredUP

Incredibly slow on the selling side I have sent bags for about a year now as I go thru a major closet clean out In the beginning I tried to understand the slow bag processing and thought they would hire or adjust accordingly to accommodate the influx of bags, but they never have and it can now be over a month before your bag of sell-able items is processed -then you must wait days to be paid In some cases I actually had to repeatedly contact Thredup to find out the status of my bag after the waiting period expired I try to send items that coincide with the current season, but by the time the bag is processed we are into a new season Additionally, they do not provide any type of inventory for what is not taken - you don't know if they rejected and donated, or did a bag processor pocket an item??? there should be greater accountability on the items that do not get accepted

Complaint: ***I am rejecting this response because: the photo of the *** bag shows a shadow which makes it look darker/lighter the bag in fact has nothing wrong with it I will accept your settlement for the other bag, but I want this one returned to me.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/14) */
This appears to have been resolved through customer service
Initial Consumer Rebuttal /* (3000, 8, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Has not been resolvedHave
attached the screenshot of how I was told yes I would receive a refund and have the shipping fee waived then she said it would be less shippingI have not received any refund so this has not been resolved
Final Business Response /* (4000, 10, 2016/02/05) */
I have attached screenshots showing that no return fee was deducted from the returnThis was resolved through customer service
Final Consumer Response /* (2000, 12, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

As many have stated this website is 100% a scamI sent in a full bag ranging from barely worn JCrew items, Topshop to other NWT itemsAll items I made sure were freshly washed and free of stainsWhen I received the notice that my bag was processed, my bag was only worth $between ITEMS, a little more than a $per itemWith multiple items from JCrew and other items, I'm convinced that those items should have made the cut to be sold, however, they were not on the listI'm very confused as to where they went during the "processing" stageI highly recommend not sending in any clothes to this website as you won't get any money back for any of your clothes, they'll conveniently "lose" your good clothes during the processing stage to probably sell it elsewhereExtremely disappointed with this scam of a site

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,
***

Hi ***~
We are sorry to hear you were disappointed with your thredUP bag experience and payoutI would be happy to look into the processing of your bag and explain our pricing structureThe bag was processed with upfront and consignment items listedThis bag has the potential to earn $
*** Below are the items accepted Consignment items accepted Payout will be received days after each item sells*** *** *** Casual Dress 6: listed for $18.99, when it sells you will receive a 15% payout of $Degrees by *** Active Pant Sm: listed for $19.99, when it sells you will receive a 15% payout of $*** International 3/Sleeve T-Shirt Med: listed for $10.99, when it sells you will receive a 5% payout of $*** *** P: listed for $60.99, when it sells you will receive a 45% payout of $*** *** Cardigan Sm: listed for $33.99, when it sells you will receive a 25% payout of $*** *** Cord 4: listed for $9.99, when it sells you will receive a 5% $0.50*** *** Silk Cardigan XS Petite: listed for$29.99, when it sells you will receive a 20% payout of $6.00*** *** Cardigan XS: listed for$22.99, when it sells you will receive a 20% payout of $Upfront Items Payout is available now or can be cashed out at 7/24/17, 8:pm PDT*** 3+Casual Dress Med: listed for$9.99, you received a payout of 5%, $*** *** Active Tank 4: listed for $30.99, you received a payout of 25%, $7.75*** *** Active Tank 4: listed for $30.99, you received a payout of 25%, $*** *** Active Tank 8: listed for $30.99, you received a payout of 25%, $*** *** *** by Marika Casual Pant Lg: listed for$10.99, you received a payout of 5%, $*** * *** Sleeveless Top Med: listed for $8.99, you received a payout of 5%, $*** *** **Sleeveless Blouse Lg: listed for $5.99, you received a payout of 5%,$0.30Payout percentages are based on the payout table found here: ***As well as find current payouts by brand and category on our site here: ***This bag also has a $fee deducted for $4.99, leaving the current upfront payout at a balance of $items also show that they were not able to be accepted based on our quality standardsOur bag processors are really very strict about accepted items because they’re responsible for ensuring those items are sold in our online shopOur team is specially trained to spot rips, tears, stains, shrinkage, fading and other signs of wear***-Our goal is to make it as easy as possible for you to hand-down your items to other familiesThis means we cover the cost of shipping and we pay expert consignors to process and itemize your clothingDue to these costs, we are able to pay out 5%- 80% for upfront items and commission for each items' re-sale on consignment items We determine where your items fall within the 5-80% range based on clothing brand, size, category, and condition. We do our best to provide full transparency about what to expect when sending your clean out bagWe truly do strive to make everyone happy with their thredUP experience both through buying/selling and our customer service, and if there are any other specific questions that you would like for me to address, I would be more than happy.~***Customer Service SupervisorthredUP, Inc

Initial Business Response /* (1000, 6, 2015/09/10) */
Hi ***,
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsIt does look as though we were unable to accept the Juicy Couture bag due to pen marks on the outside and the
Aldo heels due to the cracking and excessive wear on the inside of the shoe
Our processors do have to look over each individual item to make sure that they meet our quality standards as noted below:
QUALITY STANDARDS: What can I send? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> Our buying customers have grown to expect like new items so we work hard to catch any excessive wear or flaws prior to them being placed on the site
As for the items that were accepted, it does look as though they were paid out within the ranges provided in our payout chart provided in the link below:
CONSIGNMENT - Everything you need to know! - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> The attachment to this complaint is not legible however I would be happy to review it if you attach it in a legible format
If you have any other specific concerns about your bag, please let me know
Best,
***

Initial Business Response /* (1000, 5, 2015/02/13) */
Hi ***,
Thank you for expressing your concerns and I am sorry to hear about your disappointmentIn 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 do our best to provide full transparency about our policies, what we expect, and our reasons for item acceptability.Our customers have come to expect high quality "like-new" items in our Shop, which holds us to strict standards of what we can acceptWe would love to accept all items and compensate you according, and it is hard for us to come across great clothing with a lot of life left in them, that we cannot sell in our store
With that said, not all of the items could not be accepted for that reasonSome were not accepted due to a category surplus or what is also called not current style to the processorsThese are categories in which we currently have an excessive supply and are having to limit our inventoryThis information is listed for our selling members in our FAQ section in the link below:
https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-C...⇄ /> Regretfully we can not pay for items that we can not sell
I am sorry again to hear about your disappointmentPlease let me know if you have any other questions or concerns
Best,
***

Initial Business Response /* (1000, 5, 2015/12/23) */
Hi ***,
Thank you for expressing your concernsIt looks as though one of our customer service representatives has responded twice in an effort to get more information on this handbag but they have not received a responseIf you
can provide more information on this handbag, our team would be happy to look in to this further
Best,
*** ***

Initial Business Response /* (1000, 5, 2015/12/04) */
Hi ***,
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsUnfortunately it looks as though the majority of the items in your bag did not meet our brand standards
We do our best to be transparent about what we do and do not accept so referencing the brands page is mentioned in many areasA few of the links are below:
https://www.thredup.com/p/cleanout-brands
https://www.thredup.com/p/cleanout-payout-estimator
https://www.thredup.com/p/cleanout-how-it-works
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, 8, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was a first time userI tried to call them several days after I sent the bag to let them know I wanted my items backThey did not respond to me until the bag was processedThis is not transparencyI want to be compensated for my clothingThey bear a certain level of responsibility in this
Final Business Response /* (4000, 10, 2015/12/18) */
Hi ***,
Thank you for following upWhen a bag is requested there are two optionsOne is to request return
assurance for a fee of $to have any items not accepted to be returned and the other one is to have
items not accepted to be recycledThe 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,
*** ***
Final Consumer Response /* (4200, 12, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am done with itI will use any Avenue available to me to warn othersThis Final response is definitely not accepted or satisfactory
Complaint Response Date bumped because: Holiday