Thredup, Inc.

Initial Business Response /* (1000, 5, 2015/07/24) */
Hi ***,
Thank you for expressing your concerns and I am sorry that this bag did not payout as well as previous bagsAfter reviewing this one as well as previous ones sent, it does look as though there were more items from this bag that we
could not accept
The primary reasons for more items not being accepted from the most recent bag were brands that we do not accept along with items that fall within our category of difficult to resell
We do offer some excellent tools for our selling membersIf you decide to try us again in the future, we would love the opportunityOne of the most popular selling tools that we offer is our brands page where you can check to see if we accept the brands you are wanting to send as well as calculate an estimate of what you *** earn if the item is acceptedThis page can be found at:
https://www.thredup.com/cleanout/brands
We also keep an FAQ updated for styles and categories that we are currently limitingOur 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 categoryWe are constantly evaluating past and future styles that are listed on thredUPThe link we keep updated can be found below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> I'm sorry again that this bag processing did not meet your expectationsIf you decide to send another bag in the future, feel free to reach out to our support team and they would be happy to assist in providing any additional information needed to help maximize your acceptance rate and payout
Best,
***

Initial Business Response /* (1000, 5, 2015/10/09) */
Hi ***,
Thank you for expressing your concernsWe do have photos of the items not accepted and our customer support team is always happy to address any questions or concerns about your bagWe are admittedly strict with our quality
standards
I have placed the photos taken at the time of processing below for the items that we could not accept and the reasons as to why
It does look as though there was a Vera Bradley item not accepted due to category surplusThese items are disclosed in the link below and is available to all of our selling members on the site
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Reason Item Number (Not ID) Brand Photo Photo Url
Pilling: noticeable The North Face https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Scratched/Cracked Ariat https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Tahari https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained XXXXXXX Cordani https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
No Size XXXXXXX Tahari https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Category Surplus Vera Bradley https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Reason Item Number (Not ID) Brand Photo Photo Url
Scratched/Cracked Nine West http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Un-clean/stained Tahari http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
We do offer and recommend 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 bag
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
Please let me know if you have any other questions
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These links do not work, so they do not take photos of unaccepted itemsThese items were never wornSo how they could be stained or unclean is a mysteryIt's a no win for the consumer
Final Business Response /* (4000, 9, 2015/11/10) */
Hi ***,
If the responses do not create a link you may have to copy and paste the URL in to your internet browserWe stand by the processing of this bag
Best,
***
Final Consumer Response /* (4200, 11, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Perhaps the Attorney General of California might differ in its assessmentI will contact the State of California's consumer fraud division

Hi ***,
I apologize for any frustration or disappointment with your experienceWe strive to be as transparent as possible with regard to the clean out and payout experiences
We appreciate your feedback and will take it into consideration as we continue to evolve as a business, always with the customer in mind
Best,
***
Customer Service Supervisor
thredUP

Initial Business Response /* (1000, 5, 2015/11/25) */
Hi ***,
Thank you for expressing your concerns and I am sorry to hear that the processing of your bag did not meet your expectationsWe do admittedly have strict standards as outlined in our quality standards in the link
below:
What can I send? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> It does look as though there were a few items that were brands we do not accept and that there were also some that did not meet quality standards
We do take photos of every item that comes though at the time of processingBelow are photos of a couple of items taken at the time of processing that visibly show the stains and/or holes referenced in the support ticketIf you click on the photo it will zoom making it easier to find what the processor is noting
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 - has a stain on the skirt appxinches from the bottom button seam
We do our best to accept every item that we can from every bag, unfortunately because we guarantee every item on the site, each item does need to meet our quality standardsI'm sorry that we could not accept more items from your bag
Please let me know if you have any other questions
Best,
***

I was one of those positive reviews, but I've recently experience an issue that has totally angered me I just recently retired, and having a lot of professional clothes from my sales career which required a lot of traveling throughout the U.SI thought this was a good place to clean out my closet while giving the money to my granddaughters to spend I find it strange that the biggest bag of Evan Picone, Ann Taylor, Ralph Lauren, Liz Taylor, and other top brand clothes was unacceptable Pilling, and surplus was a couple of the reasons given....???? I sent only the best of the best, I mean, literally, they were like new I even made sure to send them folded up in dry cleaner bags to protect them from wrinkling during shipment Their rejection of my wool lined skirts that were practically new was an insult! In my first bag I sent multiple Vera Bradley bags, but 'surplus' wasn't mentioned then and they sold quickly The one skirt they accepted also sold quickly, but yet they decided the other three that were identical to it, just in different colors, wasn't???? I will say that the customer service was responsive to my inquiry, but the explanation just didn't make sense Now, I can't help but wonder if during the selection process that there's some personal fraud...employees choosing items to put aside for them Something's definitely amiss Just be very vigilant in what you send Interesting, they do allow you to request items shipped back with a shipping fee charged, but you have to decide that this is what you want prior to your bag going through the selection process Had I known how this particular bag was going to end up, I would have definitely paid to have them returned and sold them elsewhere What a scam!!!!!

Initial Business Response /* (1000, 10, 2015/09/10) */
Hi ***,
Thank you for expressing your concernsI'm sorry to hear that you had a negative cleanout experience
We have offered payout percentages and calculators on the site for several years nowWe offer a couple of different
tools for our members to calculate what they may earn because we feel it is important to disclose this informationOur selling members can get an estimate on our cleanout information page at the link below:
https://www.thredup.com/cleanout/bags
We also offer a more detailed chart for our members to use by price range in the link below:
CONSIGNMENT - Everything you need to know! - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> Our customer support team is also always happy to provide estimates on what could be earned for an accepted item prior to bags being sent
Unfortunately our payout percentages are set and can not be changed
Best,
***
Initial Consumer Rebuttal /* (3000, 12, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I took a chance on your start upAnd you are proving you have a start up mentality by refusing to work with your vendors/customersYou have ruined any trust I would ever have in your companyI will tell everyone I know not to shop or sell with youIs this the type of business goal you have? Nickel and dime me but lose me and everyone I know forever?
Immediately after I saw the prices you listed my items for, that very same DAY, I emailed and phoned you to have them sent back to meYou ignored me and went ahead and sold my belongings within the same hour and week it took for you to respond
Since you can't send me back my things, I believe that forwarding me the fair market value of my stuff would be the reasonable resolutionYou sold my thingsYou got paid for themPlease reimburse me that amountYou were not authorized by me to sellYour website doesn't display your payout % until after the bag gets processedYou only added that info to the general FAQ after I filed my complaintBefore that, there were no FAQ for payouts
Show Revdex.com readers that you have integrityI am only talking about $50-hereSmall change on your side, but HUGE for an individual like meThose were my PERSONAL belongings that you sold without my permission
Final Business Response /* (4000, 16, 2015/10/08) */
We stand behind the processing of this bag and the payouts/estimated payouts as disclosed on the website
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, 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
priceThe 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 was a new user and decided to make my 1st purchaseThey offer $off but you have to buy $to even get $off!! So that's ridiculous specially when you are NEW and you want to see if you like they shipping etcWell I spent hours looking for a pair of sandals and since it is secondhand I had to browse hundreds of sandals and I finally found the pair I wanted I ordered themAn hour later I get an email saying the seller cancelled my purchased!! I was so disappointed and I don't even an explanation or a coupon code for the inconvenience! I emailed customer service and the next day I get a response stating they were sorry and that hopefully my next purchased would not get cancelledWOW! Really! They are so LAME!! NEVER AGAIN! I DO NOT recommend THREDU*** at all!

Initial Business Response /* (1000, 5, 2015/08/21) */
Hi ***,
Thank you for expressing your concerns and I am sorry to hear that the processing of your bag did not meet your expectations
It does look as though most of the items from your bag did fall under categories that we have found to
be difficult to resell and are currently experiencing a category surplusWe do keep a link updated for our selling members to keep them up to date on what categories we are limiting or what is currently not sellingIt is commonly referenced by our selling members and can be found at the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Our specialists hand select items 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 an items brand, color, style, and categoryIt was determined that these specific styles have 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 brands and styles, we are learning to take a closer look at what styles our customer's want to purchase
Reviewing your bag, it looks as though return assurance was not selected prior to sending your bagWe are always happy to return any items not accepted however this does need to be opted in to prior to the bag being receivedIf 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 no longer have the items to return
I'm sorry again to hear about your disappointment
Best,
***

Initial Business Response /* (1000, 8, 2015/12/04) */
Hi ***,
Thank you for expressing your concerns and I am sorry that we could not accept the True Religion jeansThis is a very popular brand with our customersUnfortunately reviewing the photos taken at the time of processing it does
look as though there was a darker stain/discoloration on the distressed portion of the right pant legWith the stain being in a highly visible area of the jeans we were unable to accept them as being a tiny flawed item
I'm sorry again that we could not accept the True Religion jeans
Best,
*** ***

First off, let me say DONT SEND YOUR CLOTHES HEREI sent a lot of name brand clothes they took in and in really good conditionI look at how much they gave me and it was all of $for bags or clothesOn top of that I requested to get the clothes they didnt take sent back to me..well there goes the 40$ I would have madeThey charge to ship you the bag..one of bag had very few items in it and could combine it with all the other bags I had
They are a RIP OFF - pay you the lowest to make more than 50% off of you and they company only consists of peopleThey have thousands of people buying and selling clothesThey are more than greedy - people are WILLING to work with you but when you shoot them down you wont have long time customers
I recommend NEVER using this companyI told my sister and friends about this company excited I would make money from my children's clothes - I am taking back anything good I said and will advise them to look somewhere else

Hi ***,
In reviewing your contacts with thredUP, I can confirm that your concerns were resolved today, March 23, 2018, by one of our agents
Prior to your Revdex.com complaint, I can see that you had contacted our Customer Service team approximately times regarding this matterAfter your Revdex.com
complaint was filed, I can see that you contacted our Customer Service team approximately timesIn these cases where you contacted our team, it was confirmed that the payment confirmation for your sold consignment item was present in your account
After you confirmed that you had not received the payment by the posted date, it was confirmed that there regrettably was an unforeseen error in this posting that required our development team to interveneThis information was provided to you on March 14, 2018, which was the same day your complaint with the Revdex.com was filed
We apologize for the delay in replying to your multiple contactsOur team works diligently to answer all customer messages in a timely manner, and it appears that some of your duplicate messages were marked as resolved as the questions within those messages had already been addressed by other agentsWe hope that the resolution provided meets your expectations, and thank you again for your patience throughout this matter
Best,
***
thredUP Customer Service

Hi ***,
Thank you for expressing your concernsI do see that you have communicated with us under this email address as well as ***To prevent misuse and abuse of our referral and new member promotions, we do limit the new member discounts to one per householdThis is
outlined in our terms of use that can be found at ***It was requested on 9/to use this promotion under different accounts and this request was declined.
As mentioned in further communication from our support team, you are welcome to use more than one account in the event this is a mother and daughter, however the new member promotion has been used for this address under the email address ***The promotion will not be retroactively applied to the order under ***
Best,
*** ***

Hi ***
I sincerely apologize for your experience and I apologize for the delay in our message response timeWe understand how upsetting it can be when your expectations are not metWe are constantly working to improve our process in order to provide our customers an excellent
experience from start to finish
I see that you were able to receive assistance from a member of our Customer Service team on 03/19/and they were able to provide you with an appropriate resolutionI have also refunded Return Assurance feeYou may log into your account to cash out at your earliest convenience
Best,
***
Customer Service Supervisor
thredUP

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 a member of our Customer Service Team was able to reply to
your message and refund you for the order.I truly apologize for the confusion and delay.Best,***Customer Service SupervisorthredUP

This place is a total rip offDo not send them your clothesI sent in a full bag of beautiful clean clothing and a full bag of new purses and all they offered me was $
I don't believe that they only sell their clothes online, they are doing something with all of these nice clothesWhat a rip off

Initial Business Response /* (1000, 6, 2014/07/17) */
Hi ***,
Thank you for expressing your concerns and I apologize that it took so long for your bag to be processedIt does look as though there was a technical glitch that prevented it from being processed quicklyIt also looks
as though your return assurance bag has since been delivered
As for the pricing, it sounds as though there is some confusion around how items are paid outThank you for taking time to review the clothing calculatorThis is an excellent tool to help find out how much you can receive on accepted items
Below the range provided on the clothing calculator is also a link to a detailed pricing chart that will provide detailed information on what is paid out by categorySo for example, a new with tags t-shirt from any given brand
We also have a chart within the FAQ section that offers information about the percentage paid out vsthe list price in the shop:
https://thredup.zendesk.com/entries/XXXXXXXX
You mention the 14% payout a couple of times but I was not following where this information was foundIf you could please let me know at ***@thredup.com so that I can look in to this for youOur payouts range any where from 10%-80% depending upon the list price in the shop but they always increase in increments of 5%-10% as noted in the FAQ section above
Each item is paid out based upon our detailed pricing charts for each brand that is within the range provided on the clothing calculator
I am sorry again that you did not have an excellent selling experience
Best,
***
Initial Consumer Rebuttal /* (3000, 8, 2014/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A technical glitch seems to be quite the general excuse to what seemed to be the company simply losing my bag when I contacted the company several times about what was going onI was never informed of a possible delay except after days of waiting, where as I was informed that no one knew what was going onAfter that, it only took one more week and it was processedAs for the 14%, I took one item and studied it further and realized that is how much I was getting paid for it based on it how much you sold it forHowever, that is much higher of a percentage compared to other items I have now noticedI did all the research so I understand how much the payout is according to brand and category, however, you give quite the range for each item ($0.25-$11.67), which is incredibly deceivingI sent everything to you in like new condition with only item being tagged as having tiny flawsI even sent you items with tags still attached, but I still only received approximately cents for each item, making each item being payed out at the lowest possible rateSo you mean to tell me that I can purchase something from a retail store at full price and brand new with tags and send it straight to you and it STILL does not hit full payout requirements according to you??? You also mean to tell me that a simple tank top with tiny flaws is paid out the same as a pair of $retail priced jeans in new condition??? That is absolutely ridiculous and completely dishonestNowhere do you actually inform the customer of the actual amount of money you are giving them for each item, that is why I had to base my information on an average of total payout and amount of items takenAlso, in receipt of my bag, now I am left with damaged items that have to be thrown awaySo not only did I get completely ripped off from your company but now I am also suffering a loss of the items I payed you to return to me, being even further ripped off by your companyI generally use Buffalo Exchange to process my clothes but because of their snooty overall behavior towards customers and only 35% payout, I stoppedHowever, I would take that on any day compared to this companyI have never experienced this terrible of an experience with any company I have used and I can completely understand why there are so many Revdex.com complaints and climbingAlthough Poshmark takes a while to sell items, I am in control of my items and the payout is 80% with no hassle or deception includedI will take all my services back to them and continue to advertise their services to friends and family insteadI have worked in large corporations and small startupsI know what it means to be a company that is new and has too much to loseThis however, is new to me: a complete deception to customers, overwhelming negativity, and complete disregard for terrible business practices

This looks to be resolved through customer service

Initial Business Response /* (1000, 10, 2014/08/08) */
Hi ***,
Thank you for expressing your concerns and I am sorry to hear about your disappointmentWe do pay up to 80% on each item that is acceptedHow much each item earns depends greatly upon the brand of the item and how much
it is listed for in the shopThe greater the amount is listed for, the higher percentage it will receive
We do strive to be transparent by offering information on how much each item will payout up front on the site so that our members can decide if they accept the payout amounts prior to sending the itemsThis information can be found in the links that I have provided below:
http://support.thredup.com/entries/XXXXXXXX-How-does-Consignment-work-
http://www.thredup.com/bags/info#price_check
After reviewing the items from your bag that were accepted, it does look as though they were paid out within the range provided on the clothing calculator
Best,
***