Thredup, Inc.

Initial Business Response /* (1000, 5, 2014/07/17) */
Hi ***,
Thank you for expressing your concernsIt does look as though your bag was opted in to return assurance and it seems as though you have since received your items that could not be accepted
It does also look, after
reviewing customer service emails, that the other item has been returned as well
I hope you have a great day
Best,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All items were returned to me

Hi ***,
I do see that *** was able to assist in refunding youI see that on 04/17/she refunded you for all of the items you listed in your ongoing email correspondence with her back to your original form of payment:
Order#*** was refunded back $to your card and $to non-Cashoutable credits since this was how the order was paid for.Orde* *** was refunded $back to your bank card
Please note that it can take 3-business days for your to see the funds back in your account, depending on your financial institution
I am glad to see that she was also able to assist you in enrolling into our free shipping program
Best,
***
Customer Service Supervisor
thredUP

Initial Business Response /* (1000, 5, 2015/12/31) */
Hi ***,
This appears to have been resolved through customer service
Best,
*** ***

They tried to through every excuse in the book! They said there was a $cap on that coupon (there wasn't)They told me I wasn't eligible for the first time discount bc I was trying to ship it to my work address when my co-worker ordered to (WTH?)Finally they agreed to give me $back- but that came no where close to the amount I was expecting to receive off when I clicked the payment buttonFinally I sent them pictures of the coupon code in another cart I set up, giving 40% off the entire order (no $cap!)They did not respondI submitted another ticket- she said 'The issue has been resolved :)'I check back and the code now has a $capSOTheir idea of fixing it is fixing the bug and not honoring the amount I was told I would be chargedCurrently dispute the charge with my bank- thank god I saved those pictures and have the record of the customer service responsesHopefully I will get my money back soonSTAY AWAY from this site!

Initial Business Response /* (1000, 10, 2014/07/14) */
Hi ***,
Thank you for expressing your concernsIt sounds as though there was some confusion on how our process works
Our bags are sent out to members with a prepaid FedEx smart post label on each bagThese bags can be shipped
via FedEx or USPSBecause we ship Nationwide and to APO/FPO addresses we like for our members to have the option to use either FedEx or USPSWhichever is more convenient
To have the package picked up for free, this is a service that USPS providesThis is mentioned in our FAQ sectionI have provided a link below:
http://support.thredup.com/entries/XXXXXXXX
As for the return assurance program that you mentionedWe do offer this as an option for our membersWhen you request a bag you will be prompted to opt in or out of return assurance and it will state that the fee costs $This is to have any items not accepted returned to you, and we are happy to send them back if you have requested this feature
There is also an option to request return assurance within your account at http://www.thredup.com/bags if you change your mind after requesting the bag
Return Assurance does however need to be requested prior to a bag being processedThe first thing a processor will look for when they start processing a bag is whether or not the member has requested unaccepted items to be returned
If return assurance is requested, the items not accepted will be placed back in to your bag, a return shipping label created almost immediately and the items mailed back to you
If this has not been requested, the items are immediately separated from the ones that can be accepted and are no longer associated with the bagThese are combined with other items from other bags that are not requested back making it impossible to know which ones are yours and can not be returned once the bag is processedThese items are not kept on site and are distributed among organizations that find homes for the items
I hope this clarifies the process and I am sorry to hear about your disappointment
Best,
***

Initial Business Response /* (1000, 5, 2014/08/08) */
Hi ***,
Thank you for expressing your concernsLooking over customer support tickets, it looks as though this issue was resolvedPlease let me know if there are any outstanding issues regarding your bag
Best,
***

Complaint: ***I am rejecting this response because:
There is no reason for why the credit card was declinedIt has been the ***e credit card used with this company over the last years and is the ***e credit card that is now attached to the *** account that they have requested me to useMy credit cards company is not even registering that the card has been pinged for any of these attempts of being declined as ThredUp says
The company's unwillingness to pick up the phone and talk to me live is very frustrating and trying to explain the situation over email has been a nightmareThey have provided the ***e generic response for why things aren't working without trying to talk with me to learn moreI was told by multiple people that they would be in touch base the end of each business day with no follow upThe lack of customer service follow through and explanation for how this card can be declined on their site but be used via *** and be charged is still unanswered.
I am also requesting that I be contacted via phoneEmail is unacceptable
Best,*** ***

Complaint: ***I am rejecting this response because:TThis company sold six of my clothing items which I was never paid for ..they made over dollars on theses items they paid me where is that fair its not they never state in the website this and brand new pairs of shoex in the box never been worn they listed them as gently warn witn some
issues never got paid for theses either I do not agree with them at all so in total very expensive items of clothing and new pairs of shoes I earned and they only gave me that after I files a complaint against them they are misleading people and this is not fair at allSincerely,*** ***

They are a scam I sent huge bags of designer clothes, all in excellent condition I did this about months ago, and never saw any money I called them several times, e-mailed---no response They never return a call There must have been $retail dollars in those bags They are an awful company, and I wish the Revdex.com would investigate them

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, 9, 2015/12/04) */
Hi ***,
Thank you for expressing your concerns and I am sorry to hear that the processing of your bag did not meet your expectationsIt looks as though this was resolved through customer service but just to reiterate, it looks as
though we could not accept more items due to quality standards that we have listed in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> Here are some examples of why we were unable to accept the items from bag ***
pilling
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
stained/unclean
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
snag/hole
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
We do our best to accept every item from every bag however every item does need to be in like new condition and meet our strict quality standardsI am sorry that we could not accept more items from your bag
Please let me know if you have any other questions
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
- *** ***

Complaint: ***I am rejecting this response because: This company is lyingI sent them a new skirt from an excellent company, *** ***, with no stainsThey steal merchandise from customersThey should not be allowed to continue to defraud the public.Sincerely,*** ***

Initial Business Response /* (1000, 8, 2016/01/14) */
Hi ***,
Thank you for expressing your concerns and I am sorry for any delay in transit times over the holiday seasonShipping times do traditionally slow down this time of year due to increased shipping activityIt looks as though
this order was packed and shipped on 12/and delivered on 12/according to tracking
Please let us know if you have any additional questions or concerns
Best,
*** ***
Initial Consumer Rebuttal /* (2000, 10, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because:
I have already explained the situationWe have multiple households hereAnd when you did not honor the new member account for my child, I intervened and contacted youWe also were having an issue with ordering- not being able to access the merchandise, which we had contacted you aboutThat issue is one that you have completely failed to addressBecause as a new member my daughter could not access some merchandise, I checked my accountI also contacted my mother and she gave me permission to get on her account- you had asked me for information about her account, and since she was not available to help, she gave me permission to use her account to check for the merchandise(I actually never logged onto it, as she could not remember the password, so you are mistaken that there was contact from accounts, unless she was able to figure it out later that day and contacted you)I have already stated that I did speak to you as did my childAnd stated that I did end up placing an order for her on my accountThere was no order placed on her accountIt was mistakenly cancelled- there was a miscommunication with your staff and when we asked for the order to be reinstated, and could not get that to happenSo we asked for the coupon back to place a new orderMy daughter had shopped for new items and the merchandise selection had increasedThe items that had been unavailable was now available now that the coupon had been usedOnce you gave the 40% off back, the better merchandise that had previously been unavailable, because unavailable againWhen we inquired about this, and asked that the coupon be applied, you said my daughter was scamming you- where there had been NO issue beforeObviously the issue was really that we had caught onto your scam of withholding merchandiseI had placed an order for my daughter that day when hers was cancelledThe order totaled $We planned to petition for the 40% off to be applied later, but our emails have not been answered. My account was also immediately closed and I was unable to cancel it or make alterations to itMy child should have been able to get the $(or 40% off her order) and you denied that based on faulty reasoningYou are saying that she and I contacted you from multiple accounts- which is exactly what I said, and what she said up frontWe had both contacted you because the items were not available on her accountYou accused her and I of defrauding you when you are the one scamming the customers by withholding merchandiseShe is entitled to her own account as am II have an email in to several disability rights legal firms for advice as to how to proceed from here if this cannot be resolvedAnd I am petitioning the charge with my credit card company. I believe you should reinstate both of our accounts and give my daughter her 40% off coupon as well as discount/refund the purchase I made on her behalf. You should also update your policies so this does not happen with any other families
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/24) */
Hi ***,
Thank you for expressing your concerns and I am sorry that we could not accept the Cold Haan shoesIt does look as though they arrived with staining on the top of one of the shoes
When sending shoes we do suggest wrapping the
shoes in a t-shirt or plastic to make sure that they do not get scuffed in transit with items shifting in the bag
I'm sorry again that the bag processing did not meet your expectations
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the shoes were sent there were no marks whatsoeverThere was nothing in the bag to cause the marks I saw in the pictureQuite honestly, I want proof the shoes were "donated" to a worthy cause
Also, since my last experience, I have done some research regarding your company and my complaint is not uncommonI will never use your service again
Final Business Response /* (4000, 9, 2015/08/13) */
I'm sorry again that we could not accept the shoes due to the staining on topWe stand by not being able to accept them due to quality standards
Final Consumer Response /* (4200, 11, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want proof they donated these shoes

Initial Business Response /* (1000, 8, 2014/07/09) */
Hi ***,
Thank you for expressing your concernsI have reviewed your bag and it does look as though it was paid out within the range provided on our clothing calculator at http://www.thredup.com/bags/info
I am not really
following the rebate check comment as we do not provide checksPayouts are added to your thredup account so that our members can choose to either use it as store credit to make a purchase or cash it out to paypalWe always want them to do whatever is best for them at the time
It looks as though your bag was processed on 10/17/and your used the funds towards a purchase on 2/15/
If you are not referencing a bag that was processed last year, please feel free to email me directly at ***@thredup.com
Best,
***

I started using thread up about a year ago, their prices were reasonable, clothes were good quality, and my payout for items was reasonable - still much less than they turning around and charging for the clothes, but that's to be expected with any second hand retailer now days sadlyThe latest bag I sent in had over items, all in like new condition and fitting their name brand requirementsI sent the bag in July and was told after they received it that they would be processing it in OctoberSince my first experience Thredup has really gone down hill unfortunately, they now charge you $to send in a bag (though they make it seem free by providing prepaid labels, that they then charge you for after the fact) and usually accept just a few items (average payout of $10)The rest of the items they don't accept they SELL to fabric buyers and other "responsible recycling" companiesDon't let them take advantage of you, bring your clothes to a local upstanding consignment store or thrift shop!
I will NEVER be sending or buying from them again

Hi ***Thank you for expressing your concernsI was unable to find a customer support inquiry for this issueOur customer service team is always happy to look into and resolve any issues that arise with clean out bags, including those with return assurance bags. We keep a detailed record of
all items that are received in every clean out bag, accepted or notI do see that the items you mentioned were photographed and then sent to a pricing team for verificationIt looks as though they were stuck in this state when the bag was completed and thus not showing up on the bag details page within your account.Looking at the payout estimator provided on the cleanout pages, these items would have added an additional $to your payoutI have added $due to the inconvenience.I apologize for any confusion around these itemsPlease know that our support team is always available to address any questions or concerns for our customers.Best,*** ***

Initial Business Response /* (1000, 6, 2015/07/02) */
Hi ***,
Thank you for expressing your concernsOur clean out bags are only to be used for sending in items that you are wanting to sell, and not for returnsThis is explained in our FAQ's in the link below explaining how to
return an item:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-do-I-return-an-item-<...⇄ /> As a courtesy I have refunded the to your source of payment but please note that returns are not supposed to be sent in clean out bags
Best
***
Initial Consumer Rebuttal /* (2000, 8, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am completely satisfied with my refund and the time and consideration that the business has taken to address my concerns in seeking a resolution
The refund has posted to my account and the matter is resolved
Thank You,
*** ***