Thredup, Inc.

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, I would like to apologize for your unsatisfactory experience using thredUPI want to specifically apologize for the delay in response timeWe are currently working hard to grow and train our team so that we can meet the expectations of our
customersWe sincerely apologize that this has affected you and appreciate your understanding
I am glad to see that you have since been received assistance from a member of our Customer Service team and they were able to refund you the Return Assurance fee, as well as appropriately pay you out for the items that were not accepted from your bag
Please contact us again at *** if we can assist in the future
Best,
***
Customer Service Supervisor
thredUP

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, 10, 2014/11/05) */
On 9/23/thredUP refunded *** $for the returned items from her order XXXXXXXAfter looking through our support tickets, it seems there was a misunderstanding of how the order was paid for and how the refunded amount was
reimbursed*** believes she paid via Paypal but I see that she has paid using her Mastercard ending in Per our return policy, refunded are submitted back to the original method of payment*** is understandably concerned because there is no balance in her Paypal account, but the $should be in her bank account and statement
I've attached the email correspondence with *** and also a screenshot of the order refunds on 9/
Please let me know if there is anything else I can do!
Thank you!
***

THREDUP takes your clothing and sells them but the percentage of the proceeds is very little that they returnAlso was sent back damaged items that were sent to them in new , perfect condition ...looks like a shoe strap was cut with a scissors
WOULD NOT RECOMMEND THREDUP TO ANYONE!!!!

Initial Business Response /* (1000, 8, 2015/11/11) */
Hi ***,
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations
I do show that there was not a size or brand tag attached to the Tibi dress that was discussed in the support
inquiryIn order for us to accurately price and list an item in the correct size category on the site we do require that all items have a brand, size and care tag attached to the itemI have attached a photo to this inquiry of the dress taken at the time of processing showing that the tag was not attachedThe information on requirements for items is listed in our quality standards in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> It looks as though a few other items were not accepted due to other quality standards that the items did not meetI have attached a photo of one of the young fabulous and broke dresses that you mentionedAt processing it was noted that on the front, the stitching was snagged and it was becoming unraveled
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 Business Response /* (1000, 8, 2015/12/31) */
Hi ***,
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsWhen we accept and price an item we will take the original price and reduce it by 70-80% to get our list price
The amount paid out to the sending member is then paid off of that amount
The amount paid for items is disclosed in a couple of different places on the siteI have placed the most common and helpful links below:
https://www.thredup.com/p/cleanout-payout-estimator
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> A little over half of the items that we were able to accept from your bag are priced in the $5-rangeItems in this price range receive 10% of the resale priceThe percentage earned increases as the resale price increasesThis is because we can pay the sender more for an item that we can resell for $vsone that we can only resell for $after all processing and shipping costsThe total sum for these items results in a lower cumulative payout
It's important to remember that using thredUP means you might sacrifice a little cash-back for convenienceOur goal is to help make families lives easier by helping them hand-down clothes from the convenience of home and earn some cashWhile 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)
When a bag is requested there are two optionsOne is to opt in to return assurance to receive back any items that can not be acceptedThe other is to have the items not returned and recycledUnfortunately it looks as though this bag was not requested opted in to return assurance so items were not held aside when the bag was processedWe are happy to return items when a bag is opted in to return assurance however this must be requested prior to us receiving the bag to be processed
Please let us know if you have any other questions
Best,
*** ***
Initial Consumer Rebuttal /* (3000, 10, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my stuff backYou are just being difficult, and wasting my timeThis could have easily been settled, but I see it's more important for you to make me angryJust give me my stuff back and there won't be a problem, and you won't have a negative review
Final Business Response /* (4000, 12, 2016/01/08) */
We stand behind the processing this bag and the policies as disclosed on the website
Best,
*** ***
Final Consumer Response /* (4200, 14, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wanted my clothes back! YOU ARE A BuNCH of ThEIVES who repulse me! I will see you in court!

I sent a bag full of gently used and never worn (new with tags) items from well known retailers (Talbots, Gap, Anthropologie, Loft) for resaleVery slow response timeIt took about weeks for them to "evaluate" the items, and for all items accepted () I received a pay out of Then saw them online being sold by ThredUp at outrageously high pricesQueries as to how they evaluated items for resale were not answered

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 handbags in particular we have to keep in mind that not all styles are in demand and will sell
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, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business should be more transparent in explanation of what they will accept in regard to pursesIt should be clearly stated that if the purse is not considered "in style" it will be rejectedHad I been made aware of this I definitely would have chosen the return
optionThis was a classic spring (which is coming up ) Dooney in new without tags condition
And I consider it in style...Style is very subjective and not clear cut like condition issues
Since it was never explained that a new purse could be rejected for "style" I believe I deserve some renumeration for the loss of my purse (since it cannot be returned) and I would suggest store creditI have bought many items from this business and have been a good customer...store credit will not replace my purse but will allow some renumeration for my loss
Final Business Response /* (4000, 9, 2015/03/06) */
We stand by the initial statement of not accepted the handbag due to our quality standards as stated on the site for handbags in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-for-Han...⇄ /> Final Consumer Response /* (4200, 11, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This bag was not rejected due to a quality issueIt was rejected for "style"Your policy states that accepted bags must be stylish and on trendPerhaps you should explain your definition of stylish and on trend
My Dooney and Bourke met all other criteria for acceptance
Dooney and Bourke is listed as an excepted brand
It was authentic
It met quality standardsThis was a new w/out tags bag
It was sold in the last couple of years
I do not accept this resolution unless you clarify in your policy your definition of "stylish and on trend"
I feel sure that this same scenario has occurred w/ other consumers and will no doubt occur again until you clarify your style and on trend policy in regard to handbags

Hi ***,
Thank you for following up. Our processors use full spectrum lighting in the processing area which allows them to see flaws that are often overlooked under regular lightingWith the stain being on the back of the skirt directly under the zipper, we were unable to accept this item with a tiny flaw as it was in a highly visible area.
I am sorry again that we were unable to accept the skirt
Best,
*** ***

Initial Business Response /* (1000, 5, 2015/07/24) */
Hi ***,
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 processOne of those factors is the supply and demand of a brand, color, style, and categoryJCrew 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 listedSince our consignment time frame lasts only days, we are constantly evaluating past and future styles that are listed on thredUPAs 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 limitingThis 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 returnIt does look as though this bag requested for items to be donated and not returned when the bag was requestedI 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,
***

Initial Business Response /* (1000, 5, 2014/08/29) */
Hi ***,
Thank you for expressing your concerns and I am sorry to hear about your disappointmentWe do currently have an excessive inventory of dress pants, blazers and other itemsWe find that these items do not move as quickly as
dresses and jeans for example so in an effort to provide an inventory to our members that they are seeking, our team does need to be picky about the items we accept that fall in to these categoriesWe have added and update this information as needed in our off trend FAQ in the link below for our members to reference prior to sending items:
http://support.thredup.com/entries/XXXXXXXX
While you did send brands that we love to accept and purchase, it does seem that several fell within these categoriesI have placed the items below that could not be acceptedPlease do let me know if there are any items not accounted for or do not match up with what you sent so that we can investigate accordingly:
Reason Photo Photo Url
Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
Style Difficult for Resell http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
Style Difficult for Resell http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
Style Difficult for Resell http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
Style Difficult for Resell http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
Style Difficult for Resell http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
Style Difficult for Resell http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
Style Difficult for Resell http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
No Size/Size not accepted http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
It is our procedure to separate items that did not pass our quality assessments from those we do accept, making it physically impossible to gather your items and return them to you
We do however offer the opportunity for our members to receive back any items that we can not acceptIt is strongly encouraged to opt in to return assurance so we offer this opportunity when the bag is requested and at any time prior to us receiving this bag within your account at http://www.thredup.com/bags
Unfortunately because return assurance was not requested on this bag, the items can not be returnedI have placed a link below with more information on our return assurance program:
http://support.thredup.com/entries/XXXXXXXX-What-is-Return-Assurance-
Best,
***

Initial Business Response /* (1000, 5, 2015/07/02) */
Hi ***,
Thank you for expressing your concerns and I am sorry to hear about your disappointment with the results of your cleanout bag
As for unsubscribing from emails, we do show that the email address referenced on your account has
been unsubscribed and is no longer receiving promotional emailsThe account was not closed so that you can cashout and receive the funds from your cleanout bagOnce you are cashed out you are welcome to close the account at any time by visiting https://www.thredup.com/account
Unfortunately we do not send checks as noted in our FAQ in the link below but you are welcome to cash out and request a check from PaypalYou are welcome to cash out at any timeTo do this you will want to log in and visit http://www.thredup.com/bagsIn the top right corner it will show your cash balance and under that you will click on the words 'cash out'This will take you to a page to initiate a transfer to paypal
Can I request a check? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-a-check-
The information on what we do with items not accepted and not opted in to return assurance has been disclosed in our FAQ's for quite some timeIt is always our goal to be as transparent as possible with everything from how much we pay for items and what we accept to what we do with the items not acceptedThis information can be found in the link below:
What does thredUP do with unaccepted clothing? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-thredUP-do-with...⇄ /> It is also noted in both our terms of use and FAQ's that items listed on the site can not be returned
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ /> 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,
***

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
I am so sorry to hear that your bag was lost in transitI am glad to see that you were able to be assisted by a member of our Customer Service team and they were able to appropriately compensate you for your bag
Once again, please accept our apologies for the troubleLet me know if there is anything else that I can assist you with
Best,
***
Customer Support
thredUP

I would not sell to this companyThey said I didn't check return assurance (which I remember doing)They took $worth of clothingA lot of it barely, if at all usedI received $Now they won't return my itemsThis company has no moral compassGood luck with that business model ThredUp

Hi ***,
Thank you for expressing your concerns and I am sorry that we could not accept the *** handbagWe do thoroughly review all handbags are they are processed because we have a strict policy on authenticityIf for any reason our processors can not guarantee the authenticity of an
item, it will not be acceptedWe do this to ensure that items on our site are truly authentic and to ensure that we do not sell any knock off items
It does look as though the processor noted the bag may not be authentic and it was not acceptedWe are always happy to return any items that we can not accept if the seller indicates by opting into return assurance that they want items returnedIt looks as though you did not request rejected items to be returned when the bag was requested
Return assurance can be request at the time the bag is requested or within your account at any time prior to the bag being receivedWe can not retroactively add return assurance to a bag
It looks as though a customer service agent provided a payout for the bag anyhow in the amount of $Based upon the payout estimator provided on the clean out pages, this does seem to be an average payout for *** Factory itemsI have attached a photo of the payout estimator page
I am sorry again that we could not accept the bag.
Best,
*** ***

Initial Business Response /* (1000, 5, 2016/01/08) */
Hi ***,
Thank you for expressing your concernsIt looks as though our support team has been responding to each email that you send but you may not be receiving our responsesThe bags were marked as no process as of December When the
bags are located to start processing they will be scanned and turned over to a supervisor immediately to be returned to you
In the event you need to reach out to our customer support team again I would recommend marking us as a safe sender in your email account so that you can receive our responses
Please let us know if you have any other questions
Best,
*** ***

Initial Business Response /* (1000, 5, 2015/06/01) */
Hi ***,
Thank you for expressing your concerns and I am sorry that our support team did not respond to your initial email within 1-daysWe did get behind in support for a few days
*** was correct in how price items in the
shopWe 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 tagsWe 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 ofWith your example of the bathing suit listed at $it does payout at 10% as you mentioned in the amount of centsThis 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,
***
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 apologyAnd 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 complaintI still don't agree how the initial price is set for items that are new with tagsThat 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 oneBut 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 ***,
Thank you for clarifyingWe do not list items for their original MSRP price when we receive an item that is new with tagWe 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,
***

Initial Business Response /* (1000, 9, 2014/08/15) */
Hi ***,
Thank you for expressing your concerns and I am sorry that you did not have an excellent selling experienceWe do strive to make all of our customers happy on both the buying and selling sideIt does look as though some of
this has been previously addressed in a customer support ticket but I am happy to explain further
We do offer return assurance that will allow you to receive back any items that are not acceptedWe offer this opportunity when requesting every bag on the siteThere is a pop up screen that suggests reading over our strict standards and the opportunity to request back any items that we can not accept
There is also an opportunity to opt in or out of return assurance within your account bag history up until the time we receive the bag in case you change your mind
Because we do not hold on to items that can not be accepted after the bag is processed this can not be requested when the bag is completeThis is in our FAQ's and also in our terms of use:
http://www.thredup.com/tou
https://thredup.zendesk.com/entries/XXXXXXXX
Because our members have a high expectation for quality clothing free of flaws, our processors are picky about what we acceptWe are unable to accept items with stains and they need to be freshly launderedI have placed a couple of links below from your bags as referenceIf you click on the photo it will zoom so that you can view the stains or other flaws:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
Our processors also look for holes, seams coming undone, etcso that the new owner of the item does not receive damaged itemsAn example is the item below from your bag that has the seam coming undone on the left (right looking at the photo) sleeve:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
The processors also need to make sure that each item has a size, brand and care tag attached so that we can properly itemize each item for price and fit:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
Lastly, the team also reviews each item to make sure that it is a current style and a brand that we accept
We do try to be fully transparent by offering the clothing calculator on the same page used to request every bag at http://www.thredup.com/bags/infoWe also offer information on quality standards:
https://thredup.zendesk.com/entries/XXXXXXXX
The clothing calculator has our complete brand database uploaded so that members can view brands we can and can not accept along with how much is paid for each item
Unfortunately we can not pay for items that we were unable to accept due to our quality standardsI have placed more information in the links below:
https://thredup.zendesk.com/entries/XXXXXXXX
I am sorry again to hear about your disappointment
Best,
***
Initial Consumer Rebuttal /* (3000, 11, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is all UNTRUEWhat about the items THREDUP kept and did not mention???? Where are those items that Thredup indicated had "holes" and they did not? Where are the items sold to third partiesHow much money did Thredup receive and did not tell me about this when I signed up?????? THIS COMPANY IS A FRAUD AND AGAIN, I AM ASKING FOR RETURN OF ALL MY MERCHANDISE OR MY MONEY BACK FOR THE ITEMS THREDUP MADE MONEY OFF OF! THIS RESPONSE FROM THREDUP IS UNACCEPTABLE

Initial Business Response /* (1000, 9, 2015/01/16) */
Hello,
Thank you for expressing your concerns and I am sorry to hear about your disappointmentIn response to your complaint, I would like to apologize for your unsatisfactory experience using our thredUP serviceWhen your
expectations are not met, it is very upsettingCreating a great customer experience and delivering excellent customer service a top priority, and for this reason we are continuously working to improve our processes, and take feedback seriously
Our customers have come to expect high quality "like-new," almost flawless, items in our Shop, which holds us to very strict standards of what we can acceptWith that said, we are also not in business to scam and take advantage of our customersWe would love to accept all items of great brands and quality and compensate 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
We do our best to provide full transparency about our policies, processes, and our reasons for item acceptabilityRegretfully, we cannot return clothing to usersAlthough some items we received did meet our strict standards of quality, not all didAt sorting, those that did not were immediately separated and grouped with other items, making it extremely difficult to find and return your specific items
I know this doesn't help the present issue, but I want you to know that we are constantly looking for ways to improve and are currently working on developing processes which offer all customers more information and options regarding items which are sent to us
Please email me directly at ***@thredup.com with any additional information, questions, or concerns
Sincerely,
*** ***
Customer Service Supervisor
ThredUP, Inc
***@thredup.com
Initial Consumer Rebuttal /* (3000, 11, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed a complaint with Revdex.com because I was not able to settle the problem with ThredupI had opt in for their assurance program (knowing that there is a fee) to ensure that I would get my clothes back just in case they do not accept all of my clothesI appreciate their apology; however, I am unable to accept it because I want my clothes back or the value of my clothes (at least $when I used their estimated payout to quote all of the clothes)All of my clothes were gently used brand name items that met their criteriaThreadup has bad business practices because they advertise for programs and give criteria/guidelines that they do not keep up withIt is very unethical for them to advertise for the assurance program but unwilling to keep up with their promises
Final Business Response /* (4000, 21, 2015/03/31) */
Hi Patricia,
Thank you very much for your email! According to our records, *** did not indicate she chose Return Assurance and therefore we did not process or handle her items accordinglyReturn Assurance must be chosen via ***'s thredUP account before items are delivered to usI am unsure how she tried to opt it, but unfortunately we do not have her items to return
If it helps there are specific directions on how to choose RA here: thredup.com/assurance, and there a few screenshots of our admin view as well as her account
Please let me know if there is anything else I can do
***
Final Consumer Response /* (4200, 23, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure how thredup is not able to see that I chose the Return AssuranceI did exactly what was like mentioned aboveLike I said, this was my first time selling clothes through thredup; therefore, I am pretty sure to have opted in to make sure I would get my clothes backWho would not opt in and willing to paid for it to ensure they would not loose their clothes? All I'm saying is that thredup is very dishonest with their sales practiceThey lost my clothes and now they are assuming I did not opt in their return assurance