Hi ***, Thank you for expressing your concerns and I am sorry that the clean out process did not meet your expectations When a bag is requested, there are two optionsOne if to request any item not accepted to be returned through return assuranceThe other option is to not incur the fee associated with return assurance and have any items not accepted recycledIt looks as though it was requested for items to not be returned for this particular bagWhen items are not requested to be returned, items are not held aside at processing making it impossible to return items after the bag is processedWe are happy to return any unaccepted items in a timely manner when this option is requested prior to the bag being processedI have placed a link below explaining this in detail [redacted] The days to reclaim that you are referencing is in regards to any items that are accepted and placed on consignmentOur consignors have the option to reclaim their consignment item that is listed on the site as early as days of it being listed and as much as days after the consignment item is expiredI have placed a link below regarding the reclaiming process [redacted] The reclaim process does not include items not acceptedAs mentioned, return assurance must be requested for these items to be returned.On your next bag, if you'd like the items returned that we do not accept you'll want to select Return Assurance when the bag is requested or by visiting [redacted] There is a little grey check box to the right of the bag numberReturn Assurance can be added or removed at anytime up until we receive the bag, but once it's received the current selection is locked in placeIt can not be added after the bag is processed
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/04/10) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentYou are welcome to cash out at any time visiting http://www.thredup.com/bags and clicking on the cash out link below your balanceThis will walk you through transferring the funds to your paypal account I am sorry that we could not accept more items from your bagOur processors are admittedly thorough with every item that comes through as we guarantee every item that we sell to our membersIf an item is significantly flawed with stains, holes, excessive wear we can not accept an itemWe do our best to explain this in our quality standards: https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-c...⇄ It looks as though you sent in some great brands that we love however there were some quality issues with some of the items that we could not acceptI have placed a couple of photos below to help explain The jeans were very cute however there was excessive wear on the bottom hem of the jeans that had created a hole http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg There were some stains on the knees of the flying monkey jeans that did not look as though they would wash out http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg We do keep photos of the items that we can not accept and are always happy to provide them after a bag is processed if there is an item or multiple items in questionOur goal is to be as transparent as possible the processing of all bags Unfortunately we are unable to pay for items that we can not accept or resell however return assurance is always an option if you decide to try us again in the futureAs long as you request return assurance prior to the bag being processed we are happy to return any items that can not be accepted I am sorry again to hear that the processing of your bag did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) You showed me two examples but there were other items in the bag that were not accepted and you cannot say that all of them were flawedI do take pictures also of the items before sending them offI am technologically savvy and I know how to withdraw money after the sale but what you neglected to mention is that the money wasn't available to be withdrawn for weeksWhy are you holding on to the money for weeks after holding on to my bag for months before processing it? Other companies that work the same way you do release the funds right away and when they had my bag for longer than expected (as you did per the email that was sent apologizing for the delay) they simply gave me an option to take a set amount for the inconvenienceThere are a ton of complaints about this company so all these people cannot be wrong and you are always right Final Business Response / [redacted] (4000, 9, 2015/05/01) */ Hi [redacted] , I'm sorry again to hear about your disappointmentUnfortunately we do show the items as having flawsAs mentioned previously we are admittedly picky about quality because our buying members have grown to have a high expectation of receiving like new clothing As always, funds can be cashed out days after the bag is processed Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It took more than days to get my $and its a ridiculous policy to make your customers wait more than a day to get their money after they already waited months for you to look through the bagThread up pays up immediately
Hi [redacted] , In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUPWe want to specifically apologize for the delay in response timeWe are currently working hard to grow and train our team so that we can meet the expectations of our customersWe sincerely apologize that this has affected you I see that you did receive a response from a member of our Customer Service team on 04/16/We apologize that it was later than anticipated We are sorry to hear of your dissatisfaction with your payout for Bag # [redacted] I have included an additional payout to your account for the [redacted] bagThis amount can be cashed out via [redacted] or to a [redacted] gift card at your convenience In rare instances, items can be misplaced within our distribution centers, as they are quite large and house many itemsWe trust our employees, but we want to assure you that we take any claims of theft very seriously and we will investigate and address this internally I also reviewed the items that you sent in and I see that the payout you received is in correlation to the Payout Estimator and the Payout Chart that are found on our websiteWe provide these tools to give customers as much transparency as possible regarding their potential payouts Our Payout Estimator can be found on our website here: [redacted] Our Payout Chart can be found on our website in the FAQ article entitled “How much will I earn for my clothing?”: [redacted] Once again, we apologize for this experience and hope that you have found this informative and helpful Best, [redacted] Customer Service Supervisor thredUP
Hi ***, Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectationsI sounds as though there may be a little confusion on how the process works When a customer sends a bag, we review each item and each individual item must meet our admittedly strict standardsWe do not accept items with flaws such as large stains, holes, snags, etcor even small ones in highly visible areasAll items are paid out any where from 5%-80% of the list priceThe amounts paid our are disclosed upfront on the cleanout pages so that all of our sellers can decide if we are the best fit for their needsYou can find the cleanout pages and payout estimator at the link: [redacted] We do send items from the site to our stores, however, if an item does not meet our quality standards for the site it will not meet the standards for the storeThey have the same quality standards, no flaws are accepted and all items must be like new As for the bag fee, any fee associated with the bag is shown at the time the bag is requested, but it does look as though our customer service team refunded this fee to your account when you recently contacted us in support I apologize that we were unable to accept more items from your bag Best, [redacted]
When I sent my first bag it was processed within a week and a half, I sent five items and they kept four and they politely returned the fifth item to meI have emailed them and I have received a response in returnIf you have never worked with clothing you will never understand the process of making sure you have quality items to resaleRemember to read all the information provided by the company because I feel like they were up front about everythingI would rather have some cash then a store credit any dayThredup is Awesome
Hi [redacted] , Thank you for the additional informationI show that the bag was returned and delivered with the tracking details below [redacted] As for the bag that was processed, it looks as though only items were not accepted due to a stain or flaw and there are still a handful of items on consignment that will payout as the items are sold I am sorry that the processing of your bag did not meet your expectationsIf you decide to try us again in the future, I would recommend viewing the payout estimator to see if the payouts for items similar to what you are sending will meet your needs Best, [redacted]
Complaint: [redacted] I am rejecting this response because: I felt that the advertising done by the company was and they still have an item of my clothes that they did not process Sincerely, [redacted]
Initial Business Response / [redacted] (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, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/07/23) */ Hi [redacted] Your concerns are valid and we hear you loud and clearAs discussed in previous support emails it is unlikely that the coat sent into thredUP for resale could've been listed on ebay a few weeks laterThe only items that thredUP sells on ebay are items that we've accepted and paid the supplier for, which listed on our site for months unsoldThese are sold only via our thredUP ebay page here: http://www.ebay.com/usr/thredup Have you been able to find additional information about this coat or have you received it from the ebay seller? Any additional information would be appreciated Thank you, [redacted] P Customer Service Manager thredUP, Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , Thank you for responding, but I asked for a detailed explanation of your donation process and proof that this item was indeed donated and did not exchange hands for money to be resoldThe name of the charity or charitable organization it was donated to would have been enough to convince meMy request for this information was clearInstesd, like your support team, you send me a link to your eBay pageHow does this answer my questions or explain your donation process? As I'm sure you may have guessed, the eBay seller has not disclosed any information to me regarding where he got the coatThe fact that he has yet to even respond is quite tellingSince I have no other way to speak to this person other than email, I can't provide any concrete proof that this seller and ThredUP are affiliatedSo rest easy, your company has dodged a bullet yet again This issue is NOT resolvedTelling me something is unlikely but not providing an explanation or proof as to why and how it's unlikely is not an acceptable resolutionIt's a technique called "using smoke and mirrors" to cover up shady business practicesStart providing the thousands of customers that are dissatisfied with ThredUP with answersPerhaps then this issue can be considered "resolved."
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Hi ***, Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsIt is true that we do not list items for their original retail price We will take the original price for each item and reduce it by 70-80% to get the list price on our siteWe then payout our selling members based upon that priceI have placed the link below that discloses exactly how much we pay for each accepted item in an effort to be fully transparent: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ We did make a payout change as of June 1st but this was disclosed on the site and through other communication avenues several weeks ahead of time so that any members wanting the old payout schedule could send their bag prior to the cutoff date We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted in to prior to us receiving the bagIf return assurance is not requested for a bag when it starts processing, the items that can not be accepted are immediately separated from those that areWe do not hold on to these items and they are distributed among organizations that find homes for the items Return assurance can be requested at the time of ordering a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags I'm sorry again that the processing of your bag did not meet your expectationsWe do strive for all of our members to have a positive experience Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly, I would like to thank the Revdex.com for their help in resolving this conflictHowever, I am not satisfied at allI have emailed you several times and received the same response each yimeYou admit that you changed the payout policy in the middle of my transactionCorrect me if I am wrong, but it would be simply common courtesy to adhere to old practices for those persons who are in a go-between status like thisAs I have stated before, I believe that I should have been grandfathered in consideringI received the information about the payout change from your websiteIt was not processed to me in an email or any type of personal communication that I rememberTo say that you gave proper notice is because you only gave notice on the site that I just so happened to click onIt was something I noticed by chanceNothing has been right about this transaction from the way you have chosen to lower your payout to the fact that I tried to call you directly to sort this out, left a message and my call was never returnedI have asked for my items back, and offered to pay for return assuranceThredUp would not have been out any money because they could have billed the shipping to meThis was a reasonable requestTo take possession of something, however, when the other party requests it back, is no different than theftTo expect me to be satisfied with your meager payout when I had new items to send to you that you admit you only paid me 20% of the value for, is dishonestTo not grandfather me in due to your decision to make a payout change is wrongTo placate me, you have two options: ship me what is mine back and bill me for the shipping (that is, if you still have the items that I requested you remove immediately from your website for sale) and take your measly $back or send me the 70-80% of the retail value you kept for yourselves Final Business Response / [redacted] (4000, 9, 2015/07/24) */ We stand behind the payout percentages as disclosed in the FAQ link provided Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) ThredUp has continued to maintain that they are not at fault here, when they clearly areTo change a policy in the middle of a transaction is wrongTo expect a person to be satisfied when said policy clearly does not benefit them is wrongI have asked for my items back at my cost and this request has been deniedYou may stand by your twisted policies, but that doesn't make the situation rightIt is not my fault that processing the bag, which was your job, took well into the month of June to satisfyI ordered my bag and sent it in before the policy changed, unless I am mistaken, and hold firm to that truthYou can keep your policies but as for your $8.28, I don't want itI want 100% of the value of my items or my items backThis is not an unfair request
Initial Business Response / [redacted] (1000, 8, 2015/10/07) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectationsI do see that there were lengthy customer service conversations regarding your bag It looks as though you were concerned about a pair of jeans that was in your bagLike many consignment stores we find ourselves with certain categories, sizes, or brands that provide more supply than demand and we have to limit our intake of these itemsWe offer an excellent tool for our selling members to check prior to sending a bag as to what categories these may beI have placed this link below for reference: What does "Category Surplus" mean? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted in to prior to us receiving the bagIf return assurance is not requested for a bag when it starts processing, the items that can not be accepted are immediately separated from those that areWe do not hold on to these items and they are distributed among organizations that find homes for the items Return assurance can be requested at the time of ordering a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags Unfortunately because this bag was not opted in to return assurance we can not return the items Please let me know if you have any other questions or concerns Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the first contact I've had and I requested they be returned the day I was notified it was processedThis was well over a month agoTheir website states they accept this item Final Business Response / [redacted] (4000, 14, 2015/10/30) */ We stand behind the processing of this bag and the policies around return assurance
Complaint: [redacted] I am rejecting this response because: I have been communicating and contacted them via [redacted] because they don't reply to their emails; another example of how poor this company is; communication on [redacted] has been the entire month of february.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Thred Up is taking NO responsibility for the lack of service they agreed to provide when they accepted my items, which is obvious by the response from the company referring to my complaint "as my mistake" This is not the case The bag in question was NOT selected as a donation bag and they have neglected to show proof of that, although I have requested many times - As shown in the attachment - the bag in question had the option of "return assurance" selected Which means the items that are not accepted or consigned are assured to be returned to the customer My items were NOT returned to me as I selected on your website and is proven by the evidence that I provided with my account screen shot I would NOT have selected the Return Assurance if the items were to be donated - Also, as further evidence - I provided an attachment of the email I received from Thred Up that asked me to respond immediately if the intention was NOT to donate the items I DID respond as they requested, but due to their delay in customer service, they email was not processed therefore the items were donated Thred Up did not provide the service that they offer when they accepted my items, therefore I am asking for the compensation of $200, not the $they want to offer for "my mistake" Sincerely, [redacted]
Hi [redacted] , I sincerely apologize for the issues you have been experiencing I have unsubscribed you from receiving emails from us going forwardI have also deleted your account to ensure that there should be no issues going forward In the future, you are always welcome to contact us at [email protected] if you have any questions or need assistance Best, [redacted] Customer Service Supervisor thredUP
I had a very negative experience with this company, and want to say CAVEAT EMPTOR, buyer beware Many new items with tags corresponding to brands accepted and/or brands available on their site were not credited to me and I received no $$; and not returned (though customer service promised a resolution of either money or return for a new handbag) and excused as a "glitch" They will say anything to stop the deserving complaints I believe the people selecting clothing for the site are not properly trained (name brands in current styles, many with tags, were not accepted for listing the site) More glitches? Or greed? I urge people who have clothing to donate, to go to your local place because this online resale source is not functioning in a trustworthy way This is my experience
Hi [redacted] , Thank you for expressing your concernIt looks as though the original $was used towards the recent bag fee due to it not being cashed outThe balance of $is currently available to cashout at your convenience Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/30) */ Hi ***, Thank you for expressing your concernsReviewing customer support tickets this appears to have been resolved Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Hi [redacted] , Thank you for expressing your concerns and I apologize that we were unable to fulfill the order and that you did not receive the email regarding this cancellation We take pride in offering like new clothing at affordable prices to our customersThis means that we have very strict quality standards and that all items should be free of flaws While we try hard to catch everything, there are occasions where flaws are missed in the original processing of an incoming bag and noticed when getting packed to be shipped out Typically if this is not a major flaw and the item can still be worn, we will go ahead and ship the itemIf, however, the item is so flawed that it should not be worn we will cancel the order This does not happen often and I am sorry that this happened with your LL Bean pullover Unfortunately, due to the item being so flawed we could not ship out this item and no longer have it in our possession Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointment with the results of your cleanout bag As for unsubscribing from emails, we do show that the email address referenced on your account has been unsubscribed and is no longer receiving promotional emailsThe account was not closed so that you can cashout and receive the funds from your cleanout bagOnce you are cashed out you are welcome to close the account at any time by visiting https://www.thredup.com/account Unfortunately we do not send checks as noted in our FAQ in the link below but you are welcome to cash out and request a check from PaypalYou are welcome to cash out at any timeTo do this you will want to log in and visit http://www.thredup.com/bagsIn the top right corner it will show your cash balance and under that you will click on the words 'cash out'This will take you to a page to initiate a transfer to paypal Can I request a check? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-a-check- The information on what we do with items not accepted and not opted in to return assurance has been disclosed in our FAQ's for quite some timeIt is always our goal to be as transparent as possible with everything from how much we pay for items and what we accept to what we do with the items not acceptedThis information can be found in the link below: What does thredUP do with unaccepted clothing? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-thredUP-do-with...⇄ It is also noted in both our terms of use and FAQ's that items listed on the site can not be returned http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ I am sorry again that the processing of your bag did not meet your expectationsPlease let me know if you have any other questions Best, [redacted]
Hi ***, Thank you for expressing your concerns and I am sorry that the clean out process did not meet your expectations When a bag is requested, there are two optionsOne if to request any item not accepted to be returned through return assuranceThe other option is to not incur the fee associated with return assurance and have any items not accepted recycledIt looks as though it was requested for items to not be returned for this particular bagWhen items are not requested to be returned, items are not held aside at processing making it impossible to return items after the bag is processedWe are happy to return any unaccepted items in a timely manner when this option is requested prior to the bag being processedI have placed a link below explaining this in detail [redacted] The days to reclaim that you are referencing is in regards to any items that are accepted and placed on consignmentOur consignors have the option to reclaim their consignment item that is listed on the site as early as days of it being listed and as much as days after the consignment item is expiredI have placed a link below regarding the reclaiming process [redacted] The reclaim process does not include items not acceptedAs mentioned, return assurance must be requested for these items to be returned.On your next bag, if you'd like the items returned that we do not accept you'll want to select Return Assurance when the bag is requested or by visiting [redacted] There is a little grey check box to the right of the bag numberReturn Assurance can be added or removed at anytime up until we receive the bag, but once it's received the current selection is locked in placeIt can not be added after the bag is processed
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/04/10) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentYou are welcome to cash out at any time visiting http://www.thredup.com/bags and clicking on the cash out link below your balanceThis will walk you through transferring the funds to your paypal account I am sorry that we could not accept more items from your bagOur processors are admittedly thorough with every item that comes through as we guarantee every item that we sell to our membersIf an item is significantly flawed with stains, holes, excessive wear we can not accept an itemWe do our best to explain this in our quality standards: https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-c...⇄ It looks as though you sent in some great brands that we love however there were some quality issues with some of the items that we could not acceptI have placed a couple of photos below to help explain The jeans were very cute however there was excessive wear on the bottom hem of the jeans that had created a hole http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg There were some stains on the knees of the flying monkey jeans that did not look as though they would wash out http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg We do keep photos of the items that we can not accept and are always happy to provide them after a bag is processed if there is an item or multiple items in questionOur goal is to be as transparent as possible the processing of all bags Unfortunately we are unable to pay for items that we can not accept or resell however return assurance is always an option if you decide to try us again in the futureAs long as you request return assurance prior to the bag being processed we are happy to return any items that can not be accepted I am sorry again to hear that the processing of your bag did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) You showed me two examples but there were other items in the bag that were not accepted and you cannot say that all of them were flawedI do take pictures also of the items before sending them offI am technologically savvy and I know how to withdraw money after the sale but what you neglected to mention is that the money wasn't available to be withdrawn for weeksWhy are you holding on to the money for weeks after holding on to my bag for months before processing it? Other companies that work the same way you do release the funds right away and when they had my bag for longer than expected (as you did per the email that was sent apologizing for the delay) they simply gave me an option to take a set amount for the inconvenienceThere are a ton of complaints about this company so all these people cannot be wrong and you are always right Final Business Response / [redacted] (4000, 9, 2015/05/01) */ Hi [redacted] , I'm sorry again to hear about your disappointmentUnfortunately we do show the items as having flawsAs mentioned previously we are admittedly picky about quality because our buying members have grown to have a high expectation of receiving like new clothing As always, funds can be cashed out days after the bag is processed Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It took more than days to get my $and its a ridiculous policy to make your customers wait more than a day to get their money after they already waited months for you to look through the bagThread up pays up immediately
Hi [redacted] , In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUPWe want to specifically apologize for the delay in response timeWe are currently working hard to grow and train our team so that we can meet the expectations of our customersWe sincerely apologize that this has affected you I see that you did receive a response from a member of our Customer Service team on 04/16/We apologize that it was later than anticipated We are sorry to hear of your dissatisfaction with your payout for Bag # [redacted] I have included an additional payout to your account for the [redacted] bagThis amount can be cashed out via [redacted] or to a [redacted] gift card at your convenience In rare instances, items can be misplaced within our distribution centers, as they are quite large and house many itemsWe trust our employees, but we want to assure you that we take any claims of theft very seriously and we will investigate and address this internally I also reviewed the items that you sent in and I see that the payout you received is in correlation to the Payout Estimator and the Payout Chart that are found on our websiteWe provide these tools to give customers as much transparency as possible regarding their potential payouts Our Payout Estimator can be found on our website here: [redacted] Our Payout Chart can be found on our website in the FAQ article entitled “How much will I earn for my clothing?”: [redacted] Once again, we apologize for this experience and hope that you have found this informative and helpful Best, [redacted] Customer Service Supervisor thredUP
Hi ***, Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectationsI sounds as though there may be a little confusion on how the process works When a customer sends a bag, we review each item and each individual item must meet our admittedly strict standardsWe do not accept items with flaws such as large stains, holes, snags, etcor even small ones in highly visible areasAll items are paid out any where from 5%-80% of the list priceThe amounts paid our are disclosed upfront on the cleanout pages so that all of our sellers can decide if we are the best fit for their needsYou can find the cleanout pages and payout estimator at the link: [redacted] We do send items from the site to our stores, however, if an item does not meet our quality standards for the site it will not meet the standards for the storeThey have the same quality standards, no flaws are accepted and all items must be like new As for the bag fee, any fee associated with the bag is shown at the time the bag is requested, but it does look as though our customer service team refunded this fee to your account when you recently contacted us in support I apologize that we were unable to accept more items from your bag Best, [redacted]
When I sent my first bag it was processed within a week and a half, I sent five items and they kept four and they politely returned the fifth item to meI have emailed them and I have received a response in returnIf you have never worked with clothing you will never understand the process of making sure you have quality items to resaleRemember to read all the information provided by the company because I feel like they were up front about everythingI would rather have some cash then a store credit any dayThredup is Awesome
Hi [redacted] , Thank you for the additional informationI show that the bag was returned and delivered with the tracking details below [redacted] As for the bag that was processed, it looks as though only items were not accepted due to a stain or flaw and there are still a handful of items on consignment that will payout as the items are sold I am sorry that the processing of your bag did not meet your expectationsIf you decide to try us again in the future, I would recommend viewing the payout estimator to see if the payouts for items similar to what you are sending will meet your needs Best, [redacted]
Complaint: [redacted] I am rejecting this response because: I felt that the advertising done by the company was and they still have an item of my clothes that they did not process Sincerely, [redacted]
Initial Business Response / [redacted] (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, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/07/23) */ Hi [redacted] Your concerns are valid and we hear you loud and clearAs discussed in previous support emails it is unlikely that the coat sent into thredUP for resale could've been listed on ebay a few weeks laterThe only items that thredUP sells on ebay are items that we've accepted and paid the supplier for, which listed on our site for months unsoldThese are sold only via our thredUP ebay page here: http://www.ebay.com/usr/thredup Have you been able to find additional information about this coat or have you received it from the ebay seller? Any additional information would be appreciated Thank you, [redacted] P Customer Service Manager thredUP, Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , Thank you for responding, but I asked for a detailed explanation of your donation process and proof that this item was indeed donated and did not exchange hands for money to be resoldThe name of the charity or charitable organization it was donated to would have been enough to convince meMy request for this information was clearInstesd, like your support team, you send me a link to your eBay pageHow does this answer my questions or explain your donation process? As I'm sure you may have guessed, the eBay seller has not disclosed any information to me regarding where he got the coatThe fact that he has yet to even respond is quite tellingSince I have no other way to speak to this person other than email, I can't provide any concrete proof that this seller and ThredUP are affiliatedSo rest easy, your company has dodged a bullet yet again This issue is NOT resolvedTelling me something is unlikely but not providing an explanation or proof as to why and how it's unlikely is not an acceptable resolutionIt's a technique called "using smoke and mirrors" to cover up shady business practicesStart providing the thousands of customers that are dissatisfied with ThredUP with answersPerhaps then this issue can be considered "resolved."
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Hi ***, Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsIt is true that we do not list items for their original retail price We will take the original price for each item and reduce it by 70-80% to get the list price on our siteWe then payout our selling members based upon that priceI have placed the link below that discloses exactly how much we pay for each accepted item in an effort to be fully transparent: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ We did make a payout change as of June 1st but this was disclosed on the site and through other communication avenues several weeks ahead of time so that any members wanting the old payout schedule could send their bag prior to the cutoff date We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted in to prior to us receiving the bagIf return assurance is not requested for a bag when it starts processing, the items that can not be accepted are immediately separated from those that areWe do not hold on to these items and they are distributed among organizations that find homes for the items Return assurance can be requested at the time of ordering a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags I'm sorry again that the processing of your bag did not meet your expectationsWe do strive for all of our members to have a positive experience Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly, I would like to thank the Revdex.com for their help in resolving this conflictHowever, I am not satisfied at allI have emailed you several times and received the same response each yimeYou admit that you changed the payout policy in the middle of my transactionCorrect me if I am wrong, but it would be simply common courtesy to adhere to old practices for those persons who are in a go-between status like thisAs I have stated before, I believe that I should have been grandfathered in consideringI received the information about the payout change from your websiteIt was not processed to me in an email or any type of personal communication that I rememberTo say that you gave proper notice is because you only gave notice on the site that I just so happened to click onIt was something I noticed by chanceNothing has been right about this transaction from the way you have chosen to lower your payout to the fact that I tried to call you directly to sort this out, left a message and my call was never returnedI have asked for my items back, and offered to pay for return assuranceThredUp would not have been out any money because they could have billed the shipping to meThis was a reasonable requestTo take possession of something, however, when the other party requests it back, is no different than theftTo expect me to be satisfied with your meager payout when I had new items to send to you that you admit you only paid me 20% of the value for, is dishonestTo not grandfather me in due to your decision to make a payout change is wrongTo placate me, you have two options: ship me what is mine back and bill me for the shipping (that is, if you still have the items that I requested you remove immediately from your website for sale) and take your measly $back or send me the 70-80% of the retail value you kept for yourselves Final Business Response / [redacted] (4000, 9, 2015/07/24) */ We stand behind the payout percentages as disclosed in the FAQ link provided Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) ThredUp has continued to maintain that they are not at fault here, when they clearly areTo change a policy in the middle of a transaction is wrongTo expect a person to be satisfied when said policy clearly does not benefit them is wrongI have asked for my items back at my cost and this request has been deniedYou may stand by your twisted policies, but that doesn't make the situation rightIt is not my fault that processing the bag, which was your job, took well into the month of June to satisfyI ordered my bag and sent it in before the policy changed, unless I am mistaken, and hold firm to that truthYou can keep your policies but as for your $8.28, I don't want itI want 100% of the value of my items or my items backThis is not an unfair request
Initial Business Response / [redacted] (1000, 8, 2015/10/07) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectationsI do see that there were lengthy customer service conversations regarding your bag It looks as though you were concerned about a pair of jeans that was in your bagLike many consignment stores we find ourselves with certain categories, sizes, or brands that provide more supply than demand and we have to limit our intake of these itemsWe offer an excellent tool for our selling members to check prior to sending a bag as to what categories these may beI have placed this link below for reference: What does "Category Surplus" mean? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted in to prior to us receiving the bagIf return assurance is not requested for a bag when it starts processing, the items that can not be accepted are immediately separated from those that areWe do not hold on to these items and they are distributed among organizations that find homes for the items Return assurance can be requested at the time of ordering a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags Unfortunately because this bag was not opted in to return assurance we can not return the items Please let me know if you have any other questions or concerns Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the first contact I've had and I requested they be returned the day I was notified it was processedThis was well over a month agoTheir website states they accept this item Final Business Response / [redacted] (4000, 14, 2015/10/30) */ We stand behind the processing of this bag and the policies around return assurance
Complaint: [redacted] I am rejecting this response because: I have been communicating and contacted them via [redacted] because they don't reply to their emails; another example of how poor this company is; communication on [redacted] has been the entire month of february.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Thred Up is taking NO responsibility for the lack of service they agreed to provide when they accepted my items, which is obvious by the response from the company referring to my complaint "as my mistake" This is not the case The bag in question was NOT selected as a donation bag and they have neglected to show proof of that, although I have requested many times - As shown in the attachment - the bag in question had the option of "return assurance" selected Which means the items that are not accepted or consigned are assured to be returned to the customer My items were NOT returned to me as I selected on your website and is proven by the evidence that I provided with my account screen shot I would NOT have selected the Return Assurance if the items were to be donated - Also, as further evidence - I provided an attachment of the email I received from Thred Up that asked me to respond immediately if the intention was NOT to donate the items I DID respond as they requested, but due to their delay in customer service, they email was not processed therefore the items were donated Thred Up did not provide the service that they offer when they accepted my items, therefore I am asking for the compensation of $200, not the $they want to offer for "my mistake" Sincerely, [redacted]
Hi [redacted] , I sincerely apologize for the issues you have been experiencing I have unsubscribed you from receiving emails from us going forwardI have also deleted your account to ensure that there should be no issues going forward In the future, you are always welcome to contact us at [email protected] if you have any questions or need assistance Best, [redacted] Customer Service Supervisor thredUP
I had a very negative experience with this company, and want to say CAVEAT EMPTOR, buyer beware Many new items with tags corresponding to brands accepted and/or brands available on their site were not credited to me and I received no $$; and not returned (though customer service promised a resolution of either money or return for a new handbag) and excused as a "glitch" They will say anything to stop the deserving complaints I believe the people selecting clothing for the site are not properly trained (name brands in current styles, many with tags, were not accepted for listing the site) More glitches? Or greed? I urge people who have clothing to donate, to go to your local place because this online resale source is not functioning in a trustworthy way This is my experience
Hi [redacted] , Thank you for expressing your concernIt looks as though the original $was used towards the recent bag fee due to it not being cashed outThe balance of $is currently available to cashout at your convenience Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/30) */ Hi ***, Thank you for expressing your concernsReviewing customer support tickets this appears to have been resolved Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Hi [redacted] , Thank you for expressing your concerns and I apologize that we were unable to fulfill the order and that you did not receive the email regarding this cancellation We take pride in offering like new clothing at affordable prices to our customersThis means that we have very strict quality standards and that all items should be free of flaws While we try hard to catch everything, there are occasions where flaws are missed in the original processing of an incoming bag and noticed when getting packed to be shipped out Typically if this is not a major flaw and the item can still be worn, we will go ahead and ship the itemIf, however, the item is so flawed that it should not be worn we will cancel the order This does not happen often and I am sorry that this happened with your LL Bean pullover Unfortunately, due to the item being so flawed we could not ship out this item and no longer have it in our possession Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointment with the results of your cleanout bag As for unsubscribing from emails, we do show that the email address referenced on your account has been unsubscribed and is no longer receiving promotional emailsThe account was not closed so that you can cashout and receive the funds from your cleanout bagOnce you are cashed out you are welcome to close the account at any time by visiting https://www.thredup.com/account Unfortunately we do not send checks as noted in our FAQ in the link below but you are welcome to cash out and request a check from PaypalYou are welcome to cash out at any timeTo do this you will want to log in and visit http://www.thredup.com/bagsIn the top right corner it will show your cash balance and under that you will click on the words 'cash out'This will take you to a page to initiate a transfer to paypal Can I request a check? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-a-check- The information on what we do with items not accepted and not opted in to return assurance has been disclosed in our FAQ's for quite some timeIt is always our goal to be as transparent as possible with everything from how much we pay for items and what we accept to what we do with the items not acceptedThis information can be found in the link below: What does thredUP do with unaccepted clothing? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-thredUP-do-with...⇄ It is also noted in both our terms of use and FAQ's that items listed on the site can not be returned http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ I am sorry again that the processing of your bag did not meet your expectationsPlease let me know if you have any other questions Best, [redacted]