Thredup, Inc.

Initial Business Response /* (1000, 10, 2014/10/07) */
Hi ***,
Thank you for expressing your concerns and I am sorry to hear about your disappointmentWe do strive to provide all of the information on the site so that our members can research to make sure that our services are their
best option for their needs
After reviewing the items accepted from your bag it does look as though they were paid out within the ranges provided on our clothing calculator at http://www.thredup.com/basg/info
This calculator discloses how much is paid per item and inks out to a more detailed chart that breakdown the payout by item category
Please let me know if you have any other questions or concerns
Best,
***

I was really excited to sell the Thredup, I felt like they had a very professional system and would be a company that bought and sold high quality items at fair pricesI have been purchasing and selling to and from consignment shops for about years, so I know the drillI know what typical pay out isI expected the same from Thredup's team of buyers
Well, I could not have been more wrong
First of all, the week turn around they promise on there website? Try seven weeks from the date that they received my bag, if you count the week it took to arrive
Second, I turned in a bag of D.E.P.TFree People, BCBGeneration, Joes Jeans, Citizens of Humanity, Hudson Jeans, for all Mankind Jeans, brand new Jlo shoes, worn once steve madden shoes, brand new Lauren Conrad clothing, and about things from old navy and forever (these items were basic tank tops, nothing even remotely “fashionable” or “trendy”) What did they buy? A few forever and old navy garments and two other designer label itemsThe rest (all without holes, genuine, almost brand new garments) were donated
My payout? $Yes you read that correctlyELEVEN dollars
Third and last complaint, the two week waiting period to get my measly $ So, from start to finish nearly weeks to get $Honestly, I could have taken all my things to my local store, earned about $70-and been out the door cash in hand within an hour or two
I will never sell to, or purchase from them again

Hi ***,Thank you for expressing your concerns and I am sorry to hear that you’re disappointed with your experienceI’m happy to answer some questions about our pricing and how we differ from other options.Most of the items that we were able to accept from your bag are priced in the $5-
rangeItems in this price range receive 5-10% 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 $10, after all, processing and shipping costsThe total sum for these items results in a lower cumulative payoutThese payouts are disclosed on the cleanout pages where you requested a bag at ***I have looked into your bag processing and it does look as though some other items were found to not meet our strict quality standards and acceptance criteriaOur customer support team can always look into any specific items or concernsAs for the items accepted that met our standards, it does look as though they were paid within the amounts disclosed on the payout estimatorOnce the consignment item is sold, the additional payout for the ** *** *** Casual Dress will be added to your payout days after the sale date
Best,
*** ***

Hi ***,
In reviewing your information, I can confirm that your bag #*** was mailed back to thredUP and marked as Received by the USPS at 3:PM on Wednesday, February 14th in Seaside, OregonRegrettably, USPS did not complete any additional scans when shipping this bag back to one
of our warehouses for processing
To confirm any possible tracking updates, I partnered with our shipping provider and they confirmed that unfortunately there were no tracking updates that could be found for this packageSince this bag cannot be tracked at this point in time, I have issued a payment for the bag as an accommodationWe sincerely apologize for any frustrations this situation may have caused, and hope that the information provided helps to clarify the situation
For any future concerns, please feel encouraged to contact our Customer Support team for assistanceOur agents are available for online chats, direct messaging through the thredUP app, and via email at ***
Best,
***
thredUP Customer Service

Hi ***,
I sincerely apologize for the delay in response timeWe 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 see that you emailed us on 03/17/and we
were able to respond to you on 03/20/with shipping update and resolution
Please feel free to contact us again if we can be of further assistance
Best,
***
Customer Support
thredUP

Complaint: ***I am rejecting this response because:
I have read the Term's of Use on Thred Up's Website. Specifically the request for Informal Dispute Resolution prior to taking steps toward Arbitration. I have made every attempt in order to come to a joint resolution
- I have asked on several occasions for proof and or documentation providing evidence that the bag in question was ordered directly from myself, and was in deed ordered as a donation bag. I have not received this.
- I have provided proof that according to your own website, I selected return assurance for the items. I did not receive the items returned as requestedYou have accepted responsibility for this error, but have offered to compensate me for the items you did not return. I did not accept the $that was offered as compensation. This is documented in our email chains with customer service. Nor did I decline the offer to provide a list as you indicated below. I provided this information :
This bag contained over items of name brand clothing - some with still price tags attached - several new pair of shoes - unworn.
- The lack of response from your customer service in a timely manner is not an excuse that your email process failed. I responded timely to the request to notify if the items were not to be donated. The delay was on Thred Up's side.
I am not a customer that will just accept that I was taken advantage of and walk away. The holes in your process led to my items being stolen or donated by error. I am asking for a fair amount considering I am the only one who knows the quality, condition, and retail cost of the items sent and accepted by your company. A rough average is not a fair resolution in this case.
Arbitration
Informal Dispute Resolution
Sincerely,*** ***

Hi ***,
In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUPWe sincerely apologize for the delay in response time and greatly appreciate your patience as we know it was an inconvenience to you
This order was flagged for
further review for security purposes at the benefit of you and the businessWe have since been able to review the details of your order and ship the item to you
Please contact us again if we can be of further assistance
Best,
***
Customer Service Supervisor
thredUP

Would not use them ever againI sent in a huge bag to sell my clothes to them most were high end jeans bought new for more then $They only excepted one pair of jeans and shirtsI made $6! they donated the rest of my clothesRip off do not sell to them

Hi ***,Thank you for bringing up any concerns you haveBased upon the mailing address that was used with this complaint I was able to locate your account under the email address ***It looks as though all bags have been processed.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 meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/11/11) */
Hi ***,
Thank you for expressing your concernAs it was mentioned in your customer support inquiry, it looks as though multiple bags were opted in to return assuranceThe fee for return assurance is $per bag and is deducted from
your earningsWe have more information about this in the links below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance-...⇄ /> http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-am-I-charged-the-Retu...⇄ /> Please let us know if you have any other questions
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from the merchantThis incident is just the latest offense in a string of unethical business practices committed by ThredUP, IncI have full email documentation of ThredUP acknowledging underpaying me for several items which were accepted
Final Business Response /* (4000, 9, 2015/12/04) */
This account has been reviewed multiple times and is found to be accurateReturn assurance is the reason why the account was zeroed outWe stand behind our response
Final Consumer Response /* (4200, 11, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason the account has been reviewed multiple times is because it is INACCURATE and ThredUP, Increfuses to correct its unethical business practices and do right by the consumerI have a complete log of all items accepted by ThredUP, under-valued/under-priced at pay-out, and all email communications between the business and myself documenting these issues

Initial Business Response /* (1000, 10, 2014/10/31) */
Our #goal is to provide customers with a convenient way to clean out their closets and make some extra cash in the processWe do understand that expectations must be set in order for a happy and fun experience using our service, and
for this reason, we try to be as transparent as possibleClearly, thredUP has not done a good enough job in ***'s case but hopefully I can shed some light on the situation and provide a bit more information
Payouts are a percentage of the price we can resell an item for, which is most directly influenced by the original selling price of the item new in stores and the brand nameIn order to offer a variety of items for sale, we payout out a lower percentage on the inexpensive items and higher percentage on more expensive itemsMore detailed information about payouts can be found here, http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-much-will-I-earn-for-...⇄ the smaller payouts is what *** has experienced, but they are correctWe work to provide as much information and tools for the customer so they are aware of this before resellingFor example, our Clothing Calculator gives information for a specific brand and/or category depending on what the customer is sending, http://www.thredup.com/bags/info#price_check
*** has also mentioned our Return Assurance optionWhen chosen on a bag, all items we cannot resell are returned for a fee of $This fee is deducted from the bag earnings and because ***'s bag earnings were below $12.99, all earnings were deductedHere is more information about Return Assurance: http://www.thredup.com/assurance
This being said, first, please let me know if I can further clarify anythingSecond, I understand the process is over but I do not want *** to feel at a loss with thredUP and walk away unsatisfiedI am more than happy to reimburse her the earnings she received ($11.23) which were deducted for Return Assurance purposes
Please let me know if this is satisfactoryI look forward to hearing from you and appreciate your help in resolving this
Thank you,
*** ***
Customer Service Manager
thredUP, Inc
Initial Consumer Rebuttal /* (2000, 12, 2014/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the refund of $They can ship the balance of my account to my home shipping address
I do not however believe they have "standard" pricing & evaluations of the clothes they buy from consumersThe percentage that they claim to sell for is so ridiculousI will never buy or sell from them again
You cheat people
Final Business Response /* (4000, 21, 2014/12/03) */
Hi ***,
The $is in your thredup account to be cashed out at your convenience by visiting http://www.thredup.com/bagsThis will transfer the money to your paypal account
Best,
***
Final Consumer Response /* (2000, 23, 2014/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally, they paidAfter months of harassing them
Will never shop with them again

I am very unhappy with a hidden fee in the shipping policyWhen I ordered a kit, I assumed it would be free to send it back, as it had the previous times I've used the companyWhen I finished entering my request, a pmessage indicated that I would be charged $from my balance to cover shippingI assumed that this was the new policy and accepted itHowever, when I received an email confirming my request for a kit, it very clearly states that "Shipping is on us." There was absolutely no indication of any feeI went back to the web site to see if there was any mention of the $fee which had not been evident until the end of my transactionNowhere on the website does it ever say anything about a fee for shippingIn fact, in several places it actively promotes that the kit may be sent back free of chargeThere is no place in the FAQ section regarding the kit which says that the seller will actually be charged shipping -- you only find out once you've asked for a kitAll over the site, customers are told about the prepaid label, and the confirmation email says simply that shipping is on themThe only mention of this $charge is after completing a kit request, and the follto that request goes back to the original selling line that shipping will not cost the customer anythingIt is only because I was paying close attention while requesting a kit that I even saw the one -- and only one -- message anywhere on the site or in any email communication informing me that a fee would be deductedI wrote to the support section of my unhappiness and received a reply which states:
"I apologize for the unexpected change in our bag policyAs a new and upcoming company, we are constantly making changes to improve our processes and customer experienceThis is a brand new test that we've implemented for all bags to offset shipping costsIf your account balance is less than the $fee, we'll only deduct the amount of your bag awardYou will not owe any additional money or have your account taken into the negative."
This response fails to acknowledge the actual problem of deceptive hidden feesIt is fraud to clearly promote free kit shipping on the website and email communications when that is simply not true It is not freeIt is $I also fail to see how charging customers this hidden fee will, as stated, "improve our customer experience." It has certainly not improved my experience with the company as it has made claims and added sneaky extra charges which are not clearly expressed until the order itself is completed

Initial Business Response /* (1000, 5, 2014/05/14) */
Hi ***,
We are sorry to hear you were disappointed with your thredUP bag experience and payoutPlease send an email to our Customer Service team at ***@thredup.com including your Clean Out bag number XXXXXXWe will be
happy to provide any additional information regarding the items or processing of your items
Thank you very much,
*** P
Customer Service Manager
thredUP, Inc

Initial Business Response /* (1000, 9, 2014/10/03) */
HI ***,
Thank you for expressing your concerns and I am sorry to hear about your disappointmentWe strive to provide all of the information on the site so that our members can find out about the process prior to sending the
bag
We explain how the Return Assurance fee is collected in our FAQs here - http://support.thredup.com/entries/XXXXXXXX-How-am-I-charged-the-Return-Assuranc...⇄ /> It says "The $Return Assurance fee is deducted directly from the earnings of your CleanOut bag and account
Note: If your bag earnings are less than $and you have an account balance of $0, we will deduct up to $and you will receive a bag payout of $"
In reviewing the items accepted from your bag, it does look as though the items were paid out within the ranges provided on our clothing calculator at http://www.thredup.com/bags/info
Please let me know if you have any other questions or concerns
Best,
***
Initial Consumer Rebuttal /* (3000, 11, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They just included the last part in their FAQS, before I send in my bag I read all FAQS, nothing ever stated that there is a chance of receiving 0$, I want the value of my items refundedThis answer clearly shows they are a fraudulent company, updating FAQs after receiving complaints

Hi ***~
Thanks for following up I have reached out to our processing and authenticity team to look further into the processing and initial rejection of your *** bagOur top expert authenticator has reviewed the item again and says that it was initially rejected incorrectly We are truly sorry this was not founded initially We have also verified the payout for your *** handbag with a current payout of $ This is the amount it would have received had it been successfully accepted when the bag was processedThis amount has been added to your thredUP account and can be cashed out at any time.
We appreciate your patience as we worked through this claim and making this right for you
***

Initial Business Response /* (1000, 5, 2015/06/01) */
Hi ***,
Thank you for expressing your concerns and I am sorry that your cleanout experience did not meet your expectationsI did review your bag payout and it looks as though the items paid out as intended and disclosed in both
our pricing calculator and based upon payout charts in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> Any item that is listed below $is paid out upfront and is not considered a consignment itemIt does look as though a couple of items fell within the 10% bracket but most paid out higher than the 10% based upon the information in the link below
Unfortunately once items are on the site they can not be returned as referenced in this link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ /> I'm sorry again that the bag processing did not meet your expectations
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Did not offer a resolution to the issue and still refuse to return my personal propertyThis is theft
Final Business Response /* (4000, 9, 2015/06/17) */
Hi ***,
Thank you for following upUnfortunately as mentioned in both our terms of use and in the link below we can not return items once they are accepted
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ /> 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 expectations
Our handbag specialist and her team hand select the handbags that will be listed on our site and there are
several determining factors during the decision making processOne of those factors is the supply and demand of a handbag's brand, color, style, and categoryCoach is one of our most popular brands and a favorite by many of our buyers! However, with Coach also being a handbag brand surplus, it was determined that this specific style has not been as successful at being resold on thredUP compared to other Coach styles we have listedSince our consignment time frame lasts only days, we are constantly evaluating past and future Coach styles that are listed on thredUPAs we continue to understand the supply and demand for handbag brands and styles, we are learning to take a closer look at what styles our customer's want to purchase
When 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
Unfortunately we do not hold on to the items that can not be accepted and do not have the item to be returned to youIn the future we would recommend opting in to return assurance so that we can quickly return any items not accepted
Please let me know if you have any other questions
Best,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bag that I sent was very similar to this bag:
https://www.thredup.com/product/women-leather-coach-black-leather-shoulder-bag/X...⇄ /> My bag was in fact, larger, and in excellent condition
Final Business Response /* (4000, 9, 2015/12/18) */
Hi ***,
Thank you for following upSince our consignment time frame lasts only days, we are constantly evaluating past and future Coach styles that are listed on thredUPAs we continue to understand the supply and demand for handbag brands and styles, we are learning to take a closer look at what styles our customer's want to purchase and items that will be successful in selling
We stand behind the processing of this bag
Best,
*** ***

Complaint: ***I am rejecting this response because: I had over items that were all relatively new to unused items that were all designer brandsTHey will need to show me how much they pay for a *** *** pumps ($purchase price), *** *** Bag ($purchase price), *** shoes ($purchase price), at the leastI would like them to show me proof of the amount they have paid out for similar items$is not sufficientI have not included other items in the bag!Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/05/01) */
Hi ***,
It looks as though one of our customer service leads followed up on your support rating and had this resolvedIf not, please do let me know
Best,
***
Initial Consumer Rebuttal /* (2000, 9, 2015/05/09)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally talked to someone that made things rightI still will never sell luxury items with this company!!