Initial Business Response / [redacted] (1000, 9, 2014/10/03) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentWe do strive to put all of the information on the website so that our members can fully read what to expect and make sure that our site is their best option After reviewing the details of your bag, it does look as though many items could not be accepted due to categories that currently have an excessive supplyAs most consignment store type businesses, we do our best to limit our inventory based upon what our members are buyingSome categories, such as business attire, are difficult to resell We place this information in our FAQ's and keep it updated as neededThis link can be found at: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX Please let me know if you have any other questions or concerns Best, [redacted] As for the tax donation receipt, this is also in our FAQ's in the link below: https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-Do-I-get-a-tax-write-off...⇄
Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ This appears to have been resolved through customer service Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Has not been resolvedHave attached the screenshot of how I was told yes I would receive a refund and have the shipping fee waived then she said it would be less shippingI have not received any refund so this has not been resolved Final Business Response / [redacted] (4000, 10, 2016/02/05) */ I have attached screenshots showing that no return fee was deducted from the returnThis was resolved through customer service Final Consumer Response / [redacted] (2000, 12, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/01/30) */ HI ***, Thank you for expressing your concerns and I am sorry that we could not accept the handbagThe DKNY had fraying on the straps that you can see in the photo, that connects to the silver ring, this is also an area that is prone to rips and is noticeableWe could not resell it in the condition since the entire outside of the handbag is considered a high visibility areaWe have to remain very conscious of the our quality standards and keep in mind the person who is purchasing and getting like new items Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsI have reviewed the customer support requests and it does look as though the information provided was accurate We do our best to be as transparent as possible with our selling customers as to what we can and can not acceptAlong with quality standards that require the items to be like new with no flaw, etcwe do also have brand requirementsThis is disclosed in the insert provided with the kit that is mailed out to every seller that contains that bag as well as on the site in several placesOne of those places is on the payout estimator, brand tool in the selling sectionI have placed the link below as well as a couple of screenshots attached at the bottom for the brands in question https://www.thredup.com/p/cleanout-brands https://www.thredup.com/p/cleanout-payout-estimator In both places it does show that we do not accept both [redacted] or [redacted] While they are nice brands, they are increasingly difficult to resell and are not accepted As for the J Crew dress, there does appear to be a black mark on the back of the dress that made it an unacceptable itemI have also attached a screenshot of the zoomed photo where this mark is locatedWe save photos that were taken at the time of processing The amount paid for items is also disclosed in the above payout estimator linkWe disclose this information upfront so that all sellers can make an informed decision as to whether or not our services are the best fit for their needs It is also disclosed that we do not guarantee any minimum awardJust like any high-end consignment store, our professional buyers carefully evaluate each item and determine its quality and our ability to resell it http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-does-thredUP-identify...⇄ What exactly we do with the unaccepted items is disclosed under the how it works page in the unaccepted items section: https://www.thredup.com/p/cleanout-how-it-works We are always happy to return any items not accepted when return assurance is requestedThis can be requested both when the bag is ordered and at any point within your account up until the time we receive the bagUnfortunately because return assurance was not requested with this bag, the items were not held aside to be returned I am sorry again that we could not accept these items Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept Thredup's response to me as they still are still saying they do not accept brand [redacted] even though there was a dress listed at the time my bag was processedAs of this day there are [redacted] items listed for sale on their site https://www.thredup.com/products/women?department_tags=women&text=evan+picone&us...⇄ can they say they do not accept this BrandI would like to be compensated for the blouse along with the name of the organization that my blouse was sent to$for blouse would be acceptable Final Business Response / [redacted] (4000, 9, 2016/02/23) */ Hi [redacted] , We stand behind the processing of this bag in that [redacted] was not an accepted brand when this bag was processed and that we do not have the specific information or location of where the shirt is now as mentioned previously Best, [redacted]
Hi ***, I apologize for any confusion or frustration The initial decline could have possibly been due to incorrect information, in some capacity, on your card or billing zip codeI can see that you attempted to check out over times in one case with your cardOur processing system blocks further attempts in charging your card when it sees many attempts in a very short amount of timeThis is done for your benefit as a customer and our benefit as a business, as it can appear to be suspicious activityThere is no way for us to override this as it is an automated system The reason why you ***e card works through [redacted] is because there is a different verification process when the charge is going through your [redacted] account (your payment information is verified through [redacted] ) I would be happy to speak with you further over the phone regarding this issue if you provide me with a telephone number to reach you at, however there is no alternate resolution to this I hope you have found this helpful Best, [redacted] Customer Support thredUP
I first heard of ThredUp thru [redacted] and decided to check it outI made a purchase and was very happy with quality of items I purchasedI decided I would sell them my items I had in my closetI requested a bag and filled it with many clean high quality items, express, BCBG dresses,denim items 'at least 35/items in the bagI got an email that items where excepted and payout of $Very disappointing and unacceptable because I know my items are going to be selling for a lot moreI didn't ask for the 12.95$ return option, thinking I would at least get 50$ for the bag I will never ever send any times to this company againI would rather do are then to local good will and know it's going back to communitySomething seems off with this companyVery NEGATIVE EXPERIENCEDo not send items to this company
Complaint: [redacted] I am rejecting this response because: this issue will never be resolved In the end, I still suffered a tremendous loss and it should be on record with the Revdex.com for other people to be aware of I did speak to a customer service person and aired my frustration, but nothing was or will be done to "resolve" the issue Sincerely, [redacted] ***
I have ordered merchandise for the first time and received the items without any problems but is not happy with the purchases and is planning to return themthen after a week I was getting a mail notification of another shipment which I never authorizedthey said I ordered thru my mobile device which im the only one using as I live aloneI never even browsed that particular clothing, never place it on my cart and never authorized an order and payment with my paypal credit cardNow I have to return the product and request for a refund for something I did not orderI hope I will still get a refundI wish to keep the product but I dont like them and I wish to not deal with this company again
Initial Business Response / [redacted] (1000, 10, 2014/11/10) */ Hi ***, Thank you for expressing your concernsIt looks as though this was resolved through customer service Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2014/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/03/06) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry that we could not accept these handbagsOur processing team does have to be very strict with the quality of handbags that we acceptThe Christian Dior handbag did have a small brown stain on the side of itIt was otherwise noted as being in good condition The Prada handbag was not accepted due to being a style that was not current or one that is difficult to resell We always encourage our members that send high end, designer items to opt in to return assurance so that any items that can not be accepted are held aside to be returned to youReturn assurance can be requested when you request the bag and also within your account at any time prior to us receiving the bag When a bag is not opted in to return assurance items that can not be accepted are not held aside to be returnedThis information is also outlined in our FAQ section: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance- I'm sorry that this selling transaction did not work out as well as your previous ones Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I followed your strict guidelines met each of those requirements prior to sending the bags inI have never had any issue before with the quality of the items that I sent in the pastThe stain you're referring to was not present when I sent them inMy issue lies in the fact that I believe it happened at your facilityIt appears that I will it not be getting my bags back and this upsets me because I feel that I'm not at faultI still believe it was advertisementI was led to believe that based on your requirements, my bag would have met your strict protocolThere was no mention in your FAQs or guidelines about my Prada bag would not be eligible for resell You have that same bag, in a larger size, selling your website right nowIt is unfair practices, in my opinionDefinitely seller beware...lots of inconsistencies and guesswork Final Business Response / [redacted] (4000, 9, 2015/03/27) */ Hi [redacted] , I am sorry again to hear about your disappointmentWe go to great lengths in our facility to keep all surfaces clean and as seen in the photo below, all processors are required to wear gloves http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg We would love to have accepted the handbag if it had not been for the stain on the outside As mentioned previously we are happy to return all items that can not be accepted when the bag is opted in to return assuranceNot requesting return assurance indicates that the items are not requested to be returned Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution in the response above to my specific inquiryI know my bags are "gone" and I am not getting them back, therefore I cannot be satisfied with the response posted by the companySadly, there also has been no incentive to keep me as a customer eitherI cannot, in good faith, say that this has been resolved, but you can close the complaint because it seems that ThredUp is not willing to offer anything for the misunderstanding that occurred with this transaction
Hi ***, Thank you for expressing your concerns and I am sorry for any disappointment with the returned itemsWe do try to package the items to prevent any damageReviewing the photos of the shoes taken at the time of processing, it looks as though we were unable to accept them because they were received damagedI have attached a closeup photo of the shoes taken at the time of processing as well as the photo provided to customer service that you provided after the shoes were received backThey appear damaged in both photosFor this reason, no payout was offered for the shoes Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ HI ***, Thank you for reaching out and I am sorry that there was a delivery problem with your orderIt does look as though we resolved this through a paypal dispute that you created Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted ThredUp's refund, however, it would have been classy to hear from ThredUp rather than simply receiving a notice from PayPalThe experience didn't leave me with a good feeling about ThredUpOther online retailers seem much more concerned about taking care of their customers
Initial Business Response / [redacted] (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 [redacted] 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, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Hi ***, Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectationsCoach is a very popular brand on the site and will typically sell quickly but in order to be accepted the items do need to meet our strict quality standards by being free of blemishes It looks as though in the customer support ticket that photos were shared that were taken at the time of processingWe keep photos taken when the bag was processed to refer back to at a later date As an example, the photo below shows a purple stain on the one handbag: https://assets-thredup.insnw.net/assets/XXXXXXXX/ [redacted] When a bag is requested there are two optionsOne is to opt in to return assurance where items that can not be accepted are held aside to be returned after the bag is processedThe other is to not have the items held aside or returnedUnfortunately it looks as though you chose to not have the items returned from this bag We are always happy to return any items not accepted but this does need to be requested prior to us receiving the bag either when requesting the bag or within your bag history pageIf, once the bag starts processing, the bag is not opted in to return assurance the items are not held aside not kept so that they can be returnedThis information is disclosed on the cleanout page page below: https://www.thredup.com/p/cleanout I'm sorry again that we were unable to accept the handbags due to quality standards Best, [redacted]
Hi [redacted] , Thank you for expressing your concernsIt sounds as though there is some confusion on how the service worksThere is no upfront fees to send a bag and no fee of $that is charged for any of our servicesA percentage of listed or sale price on the site is paid out to the seller once the bag is processedAs you noted, the bag has not yet been processedThere is more information about this on the page where cleanout bags are requested at https://www.thredup.com/p/cleanout It looks as though your bag arrived at our facility on 7/13/according to the tracking information below: [redacted] Currently it is taking appxdays to process a bag once it arrivesWe process upwards of 100,items per day, 13,000+ bags per weekIt looks as though the estimated processing date for your bag was 8/31/which is shown within your account at [redacted] Bags are not opened until they time that they processedI do see that, per your request, your bag is marked to not be processed and returned to senderOnce the distribution center starts processing the bags that arrived on 7/13, your bag will be handed over to a team that will immediately return it to you as requested Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/16) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentUnfortunately we do maintain a high standard for the items we accept and can not accept items with stains, excessive wear, etc It was found that the seat of the jeans had a stain on the right side of the left back pocket which prevented us from accepting themIn case the photo did not come through in the support ticket I have attached it again here While we are happy to return items that are not accepted when a bag is opted in to return assurance, you had not opted in to return assurance for this bagThe first thing the processor will check is if the items are requested to be returnedIf not, the items that can not be accepted are immediately separated from the items that are making it impossible to find the items laterWhen sending high end items, as the request a bag modal suggests, we strongly suggest return assurance so that you can receive items back that can not be accepted in an event such as this one where it can not be acceptedUnfortunately because the bag was not opted in to return assurance, the items can not be returned I'm sorry that we could not accept the jeans Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no stain visible on the jeans in any of the photosThere was no stain when I sent them inFurther, even if there WAS a stain (which there is not), they accept many items with stains and say so in the posting when they resell themFor examples, see this post on their site: http://www.thredup.com/shop/women/Jeans/7-For-All-Mankind/6/XXXXXXX It's not a good enough explanation to say there was a "stain" which is not even visible in the photo when they clearly DO accept items that have "minimal flaws" if they had deemed that to be the caseI maintain that these jeans had been worn a handful of times and there was not damage to them when I submitted themThey either need to return the jeans or reimburse me for them Final Business Response / [redacted] (4000, 9, 2015/01/30) */ Hi [redacted] , I am sorry to hear about your disappointmentWe stand behind the reasoning of the pants being stained that is visible in the photo Our quality standards are to sell like new items Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) And I stand behind the fact that these jeans are not stained and should be returned to me
Initial Business Response / [redacted] (1000, 10, 2015/08/13) */ Hi [redacted] , Thank you for reaching outReading over the customer support tickets it does look as though return assurance bags were mailed out to you and not deliveredWe reached out to FEdEx in an effort to locate the packages to get them delivered to youWhen no further delivery information was found a customer support rep paid you for the items in your bag as you would have earned had each been accepted These bags, as mentioned in the support ticket, were not delivered back to our distribution center, however if and when they are returned they will be sent back out to you as requested This was resolved via a claim with Fedex and customer support Best, [redacted]
Initial Business Response / [redacted] (4000, 7, 2014/12/28) */ Hi [redacted] , Thank you for your feedbackWe do disclose on our clothing calculator an estimate of how much is paid for accepted itemsThis is on the same page where you request a bag and there are also more detailed charts in our FAQ section if our members are wanting more of a visual chart While we did not donate to Salvation Army, we did donate proceeds to Feeding America as recently as Thanksgiving Thank you again for your feedback Best, [redacted]
Initial Business Response / [redacted] (1000, 9, 2014/10/03) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentWe do strive to put all of the information on the website so that our members can fully read what to expect and make sure that our site is their best option After reviewing the details of your bag, it does look as though many items could not be accepted due to categories that currently have an excessive supplyAs most consignment store type businesses, we do our best to limit our inventory based upon what our members are buyingSome categories, such as business attire, are difficult to resell We place this information in our FAQ's and keep it updated as neededThis link can be found at: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX Please let me know if you have any other questions or concerns Best, [redacted] As for the tax donation receipt, this is also in our FAQ's in the link below: https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-Do-I-get-a-tax-write-off...⇄
Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ This appears to have been resolved through customer service Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Has not been resolvedHave attached the screenshot of how I was told yes I would receive a refund and have the shipping fee waived then she said it would be less shippingI have not received any refund so this has not been resolved Final Business Response / [redacted] (4000, 10, 2016/02/05) */ I have attached screenshots showing that no return fee was deducted from the returnThis was resolved through customer service Final Consumer Response / [redacted] (2000, 12, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/01/30) */ HI ***, Thank you for expressing your concerns and I am sorry that we could not accept the handbagThe DKNY had fraying on the straps that you can see in the photo, that connects to the silver ring, this is also an area that is prone to rips and is noticeableWe could not resell it in the condition since the entire outside of the handbag is considered a high visibility areaWe have to remain very conscious of the our quality standards and keep in mind the person who is purchasing and getting like new items Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsI have reviewed the customer support requests and it does look as though the information provided was accurate We do our best to be as transparent as possible with our selling customers as to what we can and can not acceptAlong with quality standards that require the items to be like new with no flaw, etcwe do also have brand requirementsThis is disclosed in the insert provided with the kit that is mailed out to every seller that contains that bag as well as on the site in several placesOne of those places is on the payout estimator, brand tool in the selling sectionI have placed the link below as well as a couple of screenshots attached at the bottom for the brands in question https://www.thredup.com/p/cleanout-brands https://www.thredup.com/p/cleanout-payout-estimator In both places it does show that we do not accept both [redacted] or [redacted] While they are nice brands, they are increasingly difficult to resell and are not accepted As for the J Crew dress, there does appear to be a black mark on the back of the dress that made it an unacceptable itemI have also attached a screenshot of the zoomed photo where this mark is locatedWe save photos that were taken at the time of processing The amount paid for items is also disclosed in the above payout estimator linkWe disclose this information upfront so that all sellers can make an informed decision as to whether or not our services are the best fit for their needs It is also disclosed that we do not guarantee any minimum awardJust like any high-end consignment store, our professional buyers carefully evaluate each item and determine its quality and our ability to resell it http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-does-thredUP-identify...⇄ What exactly we do with the unaccepted items is disclosed under the how it works page in the unaccepted items section: https://www.thredup.com/p/cleanout-how-it-works We are always happy to return any items not accepted when return assurance is requestedThis can be requested both when the bag is ordered and at any point within your account up until the time we receive the bagUnfortunately because return assurance was not requested with this bag, the items were not held aside to be returned I am sorry again that we could not accept these items Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept Thredup's response to me as they still are still saying they do not accept brand [redacted] even though there was a dress listed at the time my bag was processedAs of this day there are [redacted] items listed for sale on their site https://www.thredup.com/products/women?department_tags=women&text=evan+picone&us...⇄ can they say they do not accept this BrandI would like to be compensated for the blouse along with the name of the organization that my blouse was sent to$for blouse would be acceptable Final Business Response / [redacted] (4000, 9, 2016/02/23) */ Hi [redacted] , We stand behind the processing of this bag in that [redacted] was not an accepted brand when this bag was processed and that we do not have the specific information or location of where the shirt is now as mentioned previously Best, [redacted]
Hi ***, I apologize for any confusion or frustration The initial decline could have possibly been due to incorrect information, in some capacity, on your card or billing zip codeI can see that you attempted to check out over times in one case with your cardOur processing system blocks further attempts in charging your card when it sees many attempts in a very short amount of timeThis is done for your benefit as a customer and our benefit as a business, as it can appear to be suspicious activityThere is no way for us to override this as it is an automated system The reason why you ***e card works through [redacted] is because there is a different verification process when the charge is going through your [redacted] account (your payment information is verified through [redacted] ) I would be happy to speak with you further over the phone regarding this issue if you provide me with a telephone number to reach you at, however there is no alternate resolution to this I hope you have found this helpful Best, [redacted] Customer Support thredUP
they did not offer any resolutionThey simply forwarded my reply.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***
I first heard of ThredUp thru [redacted] and decided to check it outI made a purchase and was very happy with quality of items I purchasedI decided I would sell them my items I had in my closetI requested a bag and filled it with many clean high quality items, express, BCBG dresses,denim items 'at least 35/items in the bagI got an email that items where excepted and payout of $Very disappointing and unacceptable because I know my items are going to be selling for a lot moreI didn't ask for the 12.95$ return option, thinking I would at least get 50$ for the bag I will never ever send any times to this company againI would rather do are then to local good will and know it's going back to communitySomething seems off with this companyVery NEGATIVE EXPERIENCEDo not send items to this company
Complaint: [redacted] I am rejecting this response because: this issue will never be resolved In the end, I still suffered a tremendous loss and it should be on record with the Revdex.com for other people to be aware of I did speak to a customer service person and aired my frustration, but nothing was or will be done to "resolve" the issue Sincerely, [redacted] ***
I have ordered merchandise for the first time and received the items without any problems but is not happy with the purchases and is planning to return themthen after a week I was getting a mail notification of another shipment which I never authorizedthey said I ordered thru my mobile device which im the only one using as I live aloneI never even browsed that particular clothing, never place it on my cart and never authorized an order and payment with my paypal credit cardNow I have to return the product and request for a refund for something I did not orderI hope I will still get a refundI wish to keep the product but I dont like them and I wish to not deal with this company again
Initial Business Response / [redacted] (1000, 10, 2014/11/10) */ Hi ***, Thank you for expressing your concernsIt looks as though this was resolved through customer service Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2014/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/03/06) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry that we could not accept these handbagsOur processing team does have to be very strict with the quality of handbags that we acceptThe Christian Dior handbag did have a small brown stain on the side of itIt was otherwise noted as being in good condition The Prada handbag was not accepted due to being a style that was not current or one that is difficult to resell We always encourage our members that send high end, designer items to opt in to return assurance so that any items that can not be accepted are held aside to be returned to youReturn assurance can be requested when you request the bag and also within your account at any time prior to us receiving the bag When a bag is not opted in to return assurance items that can not be accepted are not held aside to be returnedThis information is also outlined in our FAQ section: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance- I'm sorry that this selling transaction did not work out as well as your previous ones Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I followed your strict guidelines met each of those requirements prior to sending the bags inI have never had any issue before with the quality of the items that I sent in the pastThe stain you're referring to was not present when I sent them inMy issue lies in the fact that I believe it happened at your facilityIt appears that I will it not be getting my bags back and this upsets me because I feel that I'm not at faultI still believe it was advertisementI was led to believe that based on your requirements, my bag would have met your strict protocolThere was no mention in your FAQs or guidelines about my Prada bag would not be eligible for resell You have that same bag, in a larger size, selling your website right nowIt is unfair practices, in my opinionDefinitely seller beware...lots of inconsistencies and guesswork Final Business Response / [redacted] (4000, 9, 2015/03/27) */ Hi [redacted] , I am sorry again to hear about your disappointmentWe go to great lengths in our facility to keep all surfaces clean and as seen in the photo below, all processors are required to wear gloves http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg We would love to have accepted the handbag if it had not been for the stain on the outside As mentioned previously we are happy to return all items that can not be accepted when the bag is opted in to return assuranceNot requesting return assurance indicates that the items are not requested to be returned Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution in the response above to my specific inquiryI know my bags are "gone" and I am not getting them back, therefore I cannot be satisfied with the response posted by the companySadly, there also has been no incentive to keep me as a customer eitherI cannot, in good faith, say that this has been resolved, but you can close the complaint because it seems that ThredUp is not willing to offer anything for the misunderstanding that occurred with this transaction
Hi ***, Thank you for expressing your concerns and I am sorry for any disappointment with the returned itemsWe do try to package the items to prevent any damageReviewing the photos of the shoes taken at the time of processing, it looks as though we were unable to accept them because they were received damagedI have attached a closeup photo of the shoes taken at the time of processing as well as the photo provided to customer service that you provided after the shoes were received backThey appear damaged in both photosFor this reason, no payout was offered for the shoes Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ HI ***, Thank you for reaching out and I am sorry that there was a delivery problem with your orderIt does look as though we resolved this through a paypal dispute that you created Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted ThredUp's refund, however, it would have been classy to hear from ThredUp rather than simply receiving a notice from PayPalThe experience didn't leave me with a good feeling about ThredUpOther online retailers seem much more concerned about taking care of their customers
Initial Business Response / [redacted] (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 [redacted] 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, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Hi ***, Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectationsCoach is a very popular brand on the site and will typically sell quickly but in order to be accepted the items do need to meet our strict quality standards by being free of blemishes It looks as though in the customer support ticket that photos were shared that were taken at the time of processingWe keep photos taken when the bag was processed to refer back to at a later date As an example, the photo below shows a purple stain on the one handbag: https://assets-thredup.insnw.net/assets/XXXXXXXX/ [redacted] When a bag is requested there are two optionsOne is to opt in to return assurance where items that can not be accepted are held aside to be returned after the bag is processedThe other is to not have the items held aside or returnedUnfortunately it looks as though you chose to not have the items returned from this bag We are always happy to return any items not accepted but this does need to be requested prior to us receiving the bag either when requesting the bag or within your bag history pageIf, once the bag starts processing, the bag is not opted in to return assurance the items are not held aside not kept so that they can be returnedThis information is disclosed on the cleanout page page below: https://www.thredup.com/p/cleanout I'm sorry again that we were unable to accept the handbags due to quality standards Best, [redacted]
This was resolved through customer service Best, [redacted]
Hi [redacted] , Thank you for expressing your concernsIt sounds as though there is some confusion on how the service worksThere is no upfront fees to send a bag and no fee of $that is charged for any of our servicesA percentage of listed or sale price on the site is paid out to the seller once the bag is processedAs you noted, the bag has not yet been processedThere is more information about this on the page where cleanout bags are requested at https://www.thredup.com/p/cleanout It looks as though your bag arrived at our facility on 7/13/according to the tracking information below: [redacted] Currently it is taking appxdays to process a bag once it arrivesWe process upwards of 100,items per day, 13,000+ bags per weekIt looks as though the estimated processing date for your bag was 8/31/which is shown within your account at [redacted] Bags are not opened until they time that they processedI do see that, per your request, your bag is marked to not be processed and returned to senderOnce the distribution center starts processing the bags that arrived on 7/13, your bag will be handed over to a team that will immediately return it to you as requested Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/16) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentUnfortunately we do maintain a high standard for the items we accept and can not accept items with stains, excessive wear, etc It was found that the seat of the jeans had a stain on the right side of the left back pocket which prevented us from accepting themIn case the photo did not come through in the support ticket I have attached it again here While we are happy to return items that are not accepted when a bag is opted in to return assurance, you had not opted in to return assurance for this bagThe first thing the processor will check is if the items are requested to be returnedIf not, the items that can not be accepted are immediately separated from the items that are making it impossible to find the items laterWhen sending high end items, as the request a bag modal suggests, we strongly suggest return assurance so that you can receive items back that can not be accepted in an event such as this one where it can not be acceptedUnfortunately because the bag was not opted in to return assurance, the items can not be returned I'm sorry that we could not accept the jeans Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no stain visible on the jeans in any of the photosThere was no stain when I sent them inFurther, even if there WAS a stain (which there is not), they accept many items with stains and say so in the posting when they resell themFor examples, see this post on their site: http://www.thredup.com/shop/women/Jeans/7-For-All-Mankind/6/XXXXXXX It's not a good enough explanation to say there was a "stain" which is not even visible in the photo when they clearly DO accept items that have "minimal flaws" if they had deemed that to be the caseI maintain that these jeans had been worn a handful of times and there was not damage to them when I submitted themThey either need to return the jeans or reimburse me for them Final Business Response / [redacted] (4000, 9, 2015/01/30) */ Hi [redacted] , I am sorry to hear about your disappointmentWe stand behind the reasoning of the pants being stained that is visible in the photo Our quality standards are to sell like new items Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) And I stand behind the fact that these jeans are not stained and should be returned to me
Initial Business Response / [redacted] (1000, 10, 2015/08/13) */ Hi [redacted] , Thank you for reaching outReading over the customer support tickets it does look as though return assurance bags were mailed out to you and not deliveredWe reached out to FEdEx in an effort to locate the packages to get them delivered to youWhen no further delivery information was found a customer support rep paid you for the items in your bag as you would have earned had each been accepted These bags, as mentioned in the support ticket, were not delivered back to our distribution center, however if and when they are returned they will be sent back out to you as requested This was resolved via a claim with Fedex and customer support Best, [redacted]
Initial Business Response / [redacted] (4000, 7, 2014/12/28) */ Hi [redacted] , Thank you for your feedbackWe do disclose on our clothing calculator an estimate of how much is paid for accepted itemsThis is on the same page where you request a bag and there are also more detailed charts in our FAQ section if our members are wanting more of a visual chart While we did not donate to Salvation Army, we did donate proceeds to Feeding America as recently as Thanksgiving Thank you again for your feedback Best, [redacted]