Do not send your clothes here!!! I sent a huge bag packed full of clothes with tags still on them including a pair of $true religion jeans that have only been worn once! They gave me $for my whole bag! And before I even had a chance to freak out about it my clothes were already being listed on their page for sale!!! My jeans that I probably got around $in credit for are listed for $40!
Hi ***, Thank you for expressing your concernsIt sounds like there is some confusion here about our clean out process, I'm happy to provide additional information When items are sent in a clean out bag, we thoroughly review every item to ensure that it meets our admittedly strict quality standards and payout an amount that is disclosed on our cleanout pages where bags are requestedThe link to this page is https://www.thredup.com/p/cleanout-payout-estimator It does look as though we were unable to accept the skirt due to it having a stain below the zipper on the back of the skirtWith this being a highly visible location on the garment, it was not acceptedIt looks as though the White House Black Market dress was accepted and was provided a payout of $This is within the amounts disclosed on the payout estimator I am sorry that the clean out experience did not meet your expectations Best, [redacted]
Hi [redacted] I sincerely apologize for your experienceWe understand how upsetting it can be when your expectations are not metWe are constantly working to improve our process in order to provide our customers an excellent experience from start to finish I see that on 04/03/you were assisted by a member of our Customer Service team and they apologized for the inconvenience and issued you a payout based on the average bag payout for our customersI see that you have already cashed that out I am also glad to inform you that your bag has since been found and is currently processingYou will receive an email once it has fully processed with communication on how much your bag earnedPlease note that the amount that was awarded to you will be deducted from the total payout amount Best, [redacted] Customer Service Supervisor thredUP
Hi [redacted] , I apologize if you were made to feel uncomfortable in your interactions with the customer service representative that assisted with your clean out bag and the pair of Tod’s shoes that you were hoping to receive backYes, these were included in a bag that you sent to us without Return AssuranceBecause they were in a condition that we could not sell, we were not able to list them on our site or offer a payout.It appears that all returns you have sent back to us have since been refunded to your desired method of paymentIf there is a specific item from an order that you would like me to look into, I would be glad toPlease share additional details at your earliest convenience.We apologize for the disappointment with your Mystery Box, and we have issued a refund for the tops that you said were not included in your packageThis service is very new for us and we are making adjustments to better the customer experience.Regarding your experience with your recent order with the flawed [redacted] shirt, I apologize for the disappointment and lack of communicationSometimes items are not found flawed until the state of them being packed up for shipment on the distribution center floorWe are working on a process to effectively communicate to our customers when this uncommon occurrence happensI am glad to see that you were refunded for that promptly.Please reach back out if I can assist further.Best,***Customer Service SupervisorthredUP
Complaint: [redacted] I am rejecting this response because: The terms of consigning and selling which were expressed to me by a ThredUP representative were not relevant to my initial complaintI have clothes that were brand new with tags which were stolen from meThredUP made no attempt to explain to me what they did with the clothes that had tags still on them? They re sell gently used items and may not accept certain used items which I understand as stated in their terms They do not disclose about not clothes which are brand new that they did not accept nor return to me They stole from me and I’m afraid they will do it to other hard working trustworthy individuals .Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/12/23) */ Hi ***, Thank you expressing your concerns and I am sorry to hear about your disappointmentWe do disclose an estimate of how much any given item will earn on our clothing calculator at http://www.thredup.com/bags/info that we suggest people read when requesting a bag and also on the information provided with each bag that is mailed out We do our best to be transparent and offer this information up front so that you can see if we are the best option for selling your items The clothing calculator provides not only an estimate of how much you can earn for items but it also allows you to see if we are accepting the brands you are wanting to sendWhile we do accept over 25,brands there are some we do not accept such as Worthington It does look as though your bag earned $but it was opted in to return assurance to receive back any items not accepted so $was deducted for this service I'm sorry again to hear about your disappointment Best, [redacted]
Hi [redacted] Thank you for expressing your concernsI am showing that items were sent in the return assurance bagHow many items were received back and was the return assurance bag damaged in transit? Best, Stephanie Edwards
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 disappointmentLike any consignment type shop we do find that some categories of items sell more than others and so we do have to limit our inventory of itemsCurrently suits, blazers, dress pants are the categories that we are limiting We do offer an FAQ for our selling members that we keep up to date for any categories experiencing a surplusIt can be found in our selling FAQ's but I have also linked to it below: [redacted] We do love the brand J.Crew but unfortunately these categories are not moving quickly regardless of brand Return assurance is always an option, and strongly encouraged, when you are requesting a bag and it can also be opted in to at any point within your account prior to us receiving the bagWhen return assurance is requested we are happy to hold aside any items that can not be accepted when the bag is being processed to send back to the selling member However, when return assurance is not requested prior to us receiving the bag items that can not be accepted are not held aside or kept with the bag making it impossible to return the items after the bag is processed Unfortunately this particular bag was not opted in to return assurance and the items can not be returned I am sorry again to hear that the bag processing did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your "return assurance" is $That is expensive, especially given the paltry amount you pay for clothing(I only got paid $for a Nanette Lapore jacketYou refused the other two items.) My point is that you turned down my brand new, tagged JCrew suitFirst, you said it was because you had too much JCrewNow you say it was because JCrew wasn't movingHuh? Which is it? Importantly, there was no warning given that you might do thisHow is the customer supposed to know you're not accepting JCrew at that moment UNLESS YOU SAY SO!!!!!! on your websiteWhy would I send in a JCrew suit if this was the case? You weren't accepting JCrew, but yet you kept my suit? And then blamed it on me because I didn't pay a whopping $for what you call "return assurance." This is a lot of bunkI am soooooo turned off to ThredUpIt WILL catch up with you Final Business Response / [redacted] (4000, 9, 2015/05/01) */ Hi [redacted] , Thank you for following up and I am sorry again to hear about your disappointmentWe do keep our category surplus updated with clothing categories that we are limiting, including suits: [redacted] Best, [redacted]
Complaint: [redacted] I am rejecting this response because:The fact that they later sent me a picture of my own clothing to show me that they can list it for a low price because they have it in inventory is not an intelligent or rational response to the complaintDoes ThredUp have the inventory amounts and price amounts from the day they received the package? The shirt they sent me in the picture demonstrating the inventory was from They also brag that they only take the latest stylesThere's clearly very deceptive advertising and business practices going on with this company Just the fact that almost everything sold immediately and they waited so long to list them shows there is sketchiness going onAnyone reading this can see the number of bad reviews and complaints recently going up with ThredUpThey just repeat that they have a price indicator that you can see with data they fill in (Coincidence?) to fake this informationSincerely, [redacted]
Hi ***, Thank you for your messageI am sorry to hear that you've had a disappointing experience I do not see any record of you recently contacting our Customer Service team recentlyI would be glad to look into your situation if you would kindly provide specific details for the bag that you are referring to Best, [redacted] Customer Service Supervisor thredUP
Hello, The name, email address, and mailing address do not align in this complaintWe do not have a customer with this name at this addressThe email address provided is not associated with an account Best, [redacted]
Complaint: [redacted] I am rejecting this response because:it's not the only item, I have a bag-full of name brand items they didn't accept, and the reasons they gave me were really bogus!! The items they didn't accepted were in way better shape than what they accepted! And I demand all the rejected items returned I'm taking a step for legal action.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: My original form of payment when I first bought from ThredUp was through credit cardAfter the first couple of orders, I started receiving low quality merchandise which I would send backI thought it was just in a couple or so orders, but my last or orders have been mostly rejected clothingMy last two orders consisted of a pair of shoes that came from a thrift store prior to ThredUp that fell apart upon picking them upThe second order had a sweatshirt that ThredUp charged more for than the thrift store it actually came fromI would rather receive a full refund to my credit card(s) than have to purchase any more items from this siteI would end up donating it to a thrift store or throw what I bought awayThis site sells clothes that have been shrunk, have holes, or are falling apartI don't think it is right that I should take a loss because of the low quality of items they are trying to sellI don't want to be forced to buy any more clothes from them and want a full refundI would hate to tell everyone I know just how deceptive and horrible this company really is and shouldn't buy from them.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentIn response to your complaint, we would like to apologize for your unsatisfactory experience using thredUPWe understand how upsetting it can be when your expectations are not metCreating a great customer experience and delivering excellent customer service a top priority, and for this reason we are continuously working to improve our processes We do our best to provide full transparency about our policies, what we expect, and our reasons for item acceptability.Our customers have come to expect high quality "like-new" items in our Shop, which holds us to strict standards of what we can acceptWe would love to accept all items and compensate you according, and it is hard for us to come across great clothing with a lot of life left in them, that we cannot sell in our store With handbags in particular we have to be especially careful with signs of wear, authenticity and style When bags are requested we strongly encourage return assurance when sending in designer items or handbags because when a bag is being processed, the first thing the processor will note is if the bag is opted in to return assurance If it is not opted in to return assurance the items are not kept with the bag and are immediately separated from the items that can be accepted making it impossible to go back through and find an item that belonged to a specific bag Regretfully, 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, 7, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is a canned response that gets sent to everybody that complainsI did send in new bags that were not acceptedThe reason was that there were already too many in stock (im assuming from their comments on the rejection line)So the response above doesn't apply to my situationAlso I sent in to vintage Gucci crossbody bags that would have been snatched up by any buyer that were not acceptedThey did the same with the second bag I sent in and just put a couple it items up for sale and who knows what happened to the restThey are not very clear on what they do with the rejected items, as far as I know they give them to the employees, which is a huge misrepensation of what happens at that companyI stand by my original request of $to compensate me for the items that were not acceptedI am not the only one that has complaints about this company, they do this to everybody from all the comments I'm finding onlineAnd to address their comment that you have to buy a buy-out bag (at a cost of $or something), why would you buy a bag when you are sending in new merchandise? It's counter productive to your trying to raise money, in fact its a revenue stream to the company in itself! Final Business Response / [redacted] (4000, 9, 2015/03/06) */ We stand by the initial processing in that we can not accept handbags with excessive wear or that we can not prove are authentic based upon our handbag standards in the link below: https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-for-Ha...⇄ The return assurance fee is not purchasing a bag, it is purchasing the return shipping for items that are not accepted as outlined in our return assurance guidelines: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance- Final Consumer Response / [redacted] (4200, 11, 2015/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most of the handbags sent in were new, unused bagsThey had no wear and no stainsThey were by The Sak and were not acceptedAlso a juicy couture bag was not accepted I stand by my original complaint and want to be compensated for the perfectly sellable items that were fisfarded by your company
Initial Business Response / [redacted] (1000, 10, 2014/04/11) */ Hi ***, Thank you for expressing your concernsThis appears to have been resolved through our customer servicePlease let me know if you have any further concerns or issues that were not addressed Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2014/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a partial resolution
Initial Business Response / [redacted] (1000, 8, 2015/11/11) */ Hi [redacted] , Thank you for expressing your concern and I am sorry that the processing of your bag did not meet your expectationsUnfortunately Liz Claiborne is a brand that we do not acceptThis information is disclosed on our cleanout page at https://www.thredup.com/cleanout/brands and this page is also recommended to be read on the information provided with every cleanout bagWe do our best to be transparent in the brands that we accept so that our selling members can choose wisely about the items they wish to send in to sell As for the payout, it does look as though the K Swiss shoes listed for $and your payout for them was $This falls within the range disclosed in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ 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 Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/16) */ No they have not fixed it with me and I am not the only person to have problemsOthers have expressed similar problems on their Facebook page and I urged them all to file claims too They said the information of what brands they take is included with the bag I gotI still have that slip and no where does it say they do not accept Liz ClaiborneAlso on their page when ordering the bag there is no link that say to go to that page to check if what you're sending in is acceptedThey hide itThey also said what they don't accept is distributed elsewhere I want to know where because I believe he has another store he uses to avoided giving people proper compensation Final Business Response / [redacted] (4000, 13, 2015/11/25) */ We stand behind the processing of this bagI have placed two links below that states we do not accept Liz Claiborne https://www.thredup.com/p/cleanout-brands https://www.thredup.com/p/cleanout-payout-estimator Best, [redacted] Final Consumer Response / [redacted] (4200, 15, 2015/12/01) */ XXXXXXXX On Facebook they have advertisement they gave me a link to this https://www.thredup.com/p/cleanout on it there is no link to what items they do and don't acceptAlso like I said I have the insert that came with the bag and it DOES NOT say they don't accept Liz ClaiborneI have been advising others to file claims who have had the same experience as me because this company refuses to play fairI still want the company looked into as to where the unused clothes go and if the owner of three up owns a share in those companies because then he is avoiding paying people what they deserveI have photos of what I sent that also were not Liz Claiborne and they didn't accept them because the people working kept them themselves they sent a photo of my pure white skirt back to me saying there was a stain and there clearly wasn'tI have both their photo and mine before I sent it to prove that tooI stand behind my claim that this company is a scam
Initial Business Response / [redacted] (1000, 9, 2015/06/17) */ Hi ***, Thank you for expressing your concerns and I am sorry that we could not accept some of your designer items 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 bagWe try hard to make option in to return assurance as easy as possibleThis is offered and highly recommended when you request the bag, especially when sending designer itemsIf 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 them 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 As far as why we could not accept the items, the designer items that you reference were found to be styles that are not in high demand or not a current trendWe do mention this in our quality standards and in a separate FAQ that provides more detailI have placed the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ Unfortunately we can not pay for items that can not be accepted or are found to not be resellable I'm sorry that the processing of your bag did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/23) */ [redacted] consumer indicated he/she DID NOT accept the response from the business.) The items were grand new, most with tagsThere was a brand new Versace wallet that is classic and on "trend"They're first response about not accepting the brand new Gucci and prada pants was that they don't accept pantsNow it's that they aren't on trendThis is a scamThey take your high end items and resell them offlineThey make it impossible to get your items back and onoy offer this clause you order the bagI am considering pressing charges for theftIf anyone else should like to get a suit together please contact meI want to continue with this complaint Final Business Response / [redacted] (4000, 13, 2015/07/02) */ Hi ***, Our handbag specialist and her team hand select the handbags that will be listed on our site and there are several determining factors during the decision making processOne of those factors is the supply and demand of a handbag's brand, color, style, and categoryThe brands are some of our most popular brands and a favorite by many of our buyersHowever, it was determined that this specific style has 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 handbag brands and styles, we are learning to take a closer look at what styles our customer's want to purchase We stand by the reason of the items not being accepted Best, [redacted] Final Consumer Response / [redacted] (4200, 15, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want the complaint to continueThis company needs to be accountable for what they are doingThey should give you an option to get your items back when they decide they do not want themNot make you decide when you order a "bag" to send your stuff inI wasn't even sure what I was going to send in when I requested a bagIt is very shady, deceptive and at worst illegal
Hi [redacted] , I apologize for any confusion or frustration. I also apologize for the delays in our response times. We have been experiencing longer wait times than usual and I am very sorry that this has affected you. I can see that you received a response explaining how your refund... was issued from a member of our Customer Service team on 04/14/18. On 02/20/18, you were refunded $50.98 in thredUP stored credit, the method of refund that you chose, for Order# [redacted] and then you used that full amount to pay for a portion of Order# [redacted] , the order totaled at $53.96. You were charged $2.98 on your credit card for the difference in that Order# [redacted] . On 03/13/18, you were then refunded $29.98 in store credit for the items you returned from Order# [redacted] . You were refunded in store credit, as it is the method of refund which you chose. The credit is in your thredUp account and is available for you to use. I hope that you find this information helpful. Best, [redacted] Customer Service Supervisor thredUP
Initial Business Response / [redacted] (1000, 8, 2015/11/11) */ Hi ***, Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations I do show that there was not a size or brand tag attached to the Tibi dress that was discussed in the support inquiryIn order for us to accurately price and list an item in the correct size category on the site we do require that all items have a brand, size and care tag attached to the itemI have attached a photo to this inquiry of the dress taken at the time of processing showing that the tag was not attachedThe information on requirements for items is listed in our quality standards in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ It looks as though a few other items were not accepted due to other quality standards that the items did not meetI have attached a photo of one of the young fabulous and broke dresses that you mentionedAt processing it was noted that on the front, the stitching was snagged and it was becoming unraveled 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 Best, [redacted]
Do not send your clothes here!!! I sent a huge bag packed full of clothes with tags still on them including a pair of $true religion jeans that have only been worn once! They gave me $for my whole bag! And before I even had a chance to freak out about it my clothes were already being listed on their page for sale!!! My jeans that I probably got around $in credit for are listed for $40!
Hi ***, Thank you for expressing your concernsIt sounds like there is some confusion here about our clean out process, I'm happy to provide additional information When items are sent in a clean out bag, we thoroughly review every item to ensure that it meets our admittedly strict quality standards and payout an amount that is disclosed on our cleanout pages where bags are requestedThe link to this page is https://www.thredup.com/p/cleanout-payout-estimator It does look as though we were unable to accept the skirt due to it having a stain below the zipper on the back of the skirtWith this being a highly visible location on the garment, it was not acceptedIt looks as though the White House Black Market dress was accepted and was provided a payout of $This is within the amounts disclosed on the payout estimator I am sorry that the clean out experience did not meet your expectations Best, [redacted]
Hi [redacted] I sincerely apologize for your experienceWe understand how upsetting it can be when your expectations are not metWe are constantly working to improve our process in order to provide our customers an excellent experience from start to finish I see that on 04/03/you were assisted by a member of our Customer Service team and they apologized for the inconvenience and issued you a payout based on the average bag payout for our customersI see that you have already cashed that out I am also glad to inform you that your bag has since been found and is currently processingYou will receive an email once it has fully processed with communication on how much your bag earnedPlease note that the amount that was awarded to you will be deducted from the total payout amount Best, [redacted] Customer Service Supervisor thredUP
Hi [redacted] , I apologize if you were made to feel uncomfortable in your interactions with the customer service representative that assisted with your clean out bag and the pair of Tod’s shoes that you were hoping to receive backYes, these were included in a bag that you sent to us without Return AssuranceBecause they were in a condition that we could not sell, we were not able to list them on our site or offer a payout.It appears that all returns you have sent back to us have since been refunded to your desired method of paymentIf there is a specific item from an order that you would like me to look into, I would be glad toPlease share additional details at your earliest convenience.We apologize for the disappointment with your Mystery Box, and we have issued a refund for the tops that you said were not included in your packageThis service is very new for us and we are making adjustments to better the customer experience.Regarding your experience with your recent order with the flawed [redacted] shirt, I apologize for the disappointment and lack of communicationSometimes items are not found flawed until the state of them being packed up for shipment on the distribution center floorWe are working on a process to effectively communicate to our customers when this uncommon occurrence happensI am glad to see that you were refunded for that promptly.Please reach back out if I can assist further.Best,***Customer Service SupervisorthredUP
Complaint: [redacted] I am rejecting this response because: The terms of consigning and selling which were expressed to me by a ThredUP representative were not relevant to my initial complaintI have clothes that were brand new with tags which were stolen from meThredUP made no attempt to explain to me what they did with the clothes that had tags still on them? They re sell gently used items and may not accept certain used items which I understand as stated in their terms They do not disclose about not clothes which are brand new that they did not accept nor return to me They stole from me and I’m afraid they will do it to other hard working trustworthy individuals .Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/12/23) */ Hi ***, Thank you expressing your concerns and I am sorry to hear about your disappointmentWe do disclose an estimate of how much any given item will earn on our clothing calculator at http://www.thredup.com/bags/info that we suggest people read when requesting a bag and also on the information provided with each bag that is mailed out We do our best to be transparent and offer this information up front so that you can see if we are the best option for selling your items The clothing calculator provides not only an estimate of how much you can earn for items but it also allows you to see if we are accepting the brands you are wanting to sendWhile we do accept over 25,brands there are some we do not accept such as Worthington It does look as though your bag earned $but it was opted in to return assurance to receive back any items not accepted so $was deducted for this service I'm sorry again to hear about your disappointment Best, [redacted]
Hi [redacted] Thank you for expressing your concernsI am showing that items were sent in the return assurance bagHow many items were received back and was the return assurance bag damaged in transit? Best, Stephanie Edwards
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 disappointmentLike any consignment type shop we do find that some categories of items sell more than others and so we do have to limit our inventory of itemsCurrently suits, blazers, dress pants are the categories that we are limiting We do offer an FAQ for our selling members that we keep up to date for any categories experiencing a surplusIt can be found in our selling FAQ's but I have also linked to it below: [redacted] We do love the brand J.Crew but unfortunately these categories are not moving quickly regardless of brand Return assurance is always an option, and strongly encouraged, when you are requesting a bag and it can also be opted in to at any point within your account prior to us receiving the bagWhen return assurance is requested we are happy to hold aside any items that can not be accepted when the bag is being processed to send back to the selling member However, when return assurance is not requested prior to us receiving the bag items that can not be accepted are not held aside or kept with the bag making it impossible to return the items after the bag is processed Unfortunately this particular bag was not opted in to return assurance and the items can not be returned I am sorry again to hear that the bag processing did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your "return assurance" is $That is expensive, especially given the paltry amount you pay for clothing(I only got paid $for a Nanette Lapore jacketYou refused the other two items.) My point is that you turned down my brand new, tagged JCrew suitFirst, you said it was because you had too much JCrewNow you say it was because JCrew wasn't movingHuh? Which is it? Importantly, there was no warning given that you might do thisHow is the customer supposed to know you're not accepting JCrew at that moment UNLESS YOU SAY SO!!!!!! on your websiteWhy would I send in a JCrew suit if this was the case? You weren't accepting JCrew, but yet you kept my suit? And then blamed it on me because I didn't pay a whopping $for what you call "return assurance." This is a lot of bunkI am soooooo turned off to ThredUpIt WILL catch up with you Final Business Response / [redacted] (4000, 9, 2015/05/01) */ Hi [redacted] , Thank you for following up and I am sorry again to hear about your disappointmentWe do keep our category surplus updated with clothing categories that we are limiting, including suits: [redacted] Best, [redacted]
Complaint: [redacted] I am rejecting this response because:The fact that they later sent me a picture of my own clothing to show me that they can list it for a low price because they have it in inventory is not an intelligent or rational response to the complaintDoes ThredUp have the inventory amounts and price amounts from the day they received the package? The shirt they sent me in the picture demonstrating the inventory was from They also brag that they only take the latest stylesThere's clearly very deceptive advertising and business practices going on with this company Just the fact that almost everything sold immediately and they waited so long to list them shows there is sketchiness going onAnyone reading this can see the number of bad reviews and complaints recently going up with ThredUpThey just repeat that they have a price indicator that you can see with data they fill in (Coincidence?) to fake this informationSincerely, [redacted]
Hi ***, Thank you for your messageI am sorry to hear that you've had a disappointing experience I do not see any record of you recently contacting our Customer Service team recentlyI would be glad to look into your situation if you would kindly provide specific details for the bag that you are referring to Best, [redacted] Customer Service Supervisor thredUP
Hello, The name, email address, and mailing address do not align in this complaintWe do not have a customer with this name at this addressThe email address provided is not associated with an account Best, [redacted]
Complaint: [redacted] I am rejecting this response because:it's not the only item, I have a bag-full of name brand items they didn't accept, and the reasons they gave me were really bogus!! The items they didn't accepted were in way better shape than what they accepted! And I demand all the rejected items returned I'm taking a step for legal action.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: My original form of payment when I first bought from ThredUp was through credit cardAfter the first couple of orders, I started receiving low quality merchandise which I would send backI thought it was just in a couple or so orders, but my last or orders have been mostly rejected clothingMy last two orders consisted of a pair of shoes that came from a thrift store prior to ThredUp that fell apart upon picking them upThe second order had a sweatshirt that ThredUp charged more for than the thrift store it actually came fromI would rather receive a full refund to my credit card(s) than have to purchase any more items from this siteI would end up donating it to a thrift store or throw what I bought awayThis site sells clothes that have been shrunk, have holes, or are falling apartI don't think it is right that I should take a loss because of the low quality of items they are trying to sellI don't want to be forced to buy any more clothes from them and want a full refundI would hate to tell everyone I know just how deceptive and horrible this company really is and shouldn't buy from them.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentIn response to your complaint, we would like to apologize for your unsatisfactory experience using thredUPWe understand how upsetting it can be when your expectations are not metCreating a great customer experience and delivering excellent customer service a top priority, and for this reason we are continuously working to improve our processes We do our best to provide full transparency about our policies, what we expect, and our reasons for item acceptability.Our customers have come to expect high quality "like-new" items in our Shop, which holds us to strict standards of what we can acceptWe would love to accept all items and compensate you according, and it is hard for us to come across great clothing with a lot of life left in them, that we cannot sell in our store With handbags in particular we have to be especially careful with signs of wear, authenticity and style When bags are requested we strongly encourage return assurance when sending in designer items or handbags because when a bag is being processed, the first thing the processor will note is if the bag is opted in to return assurance If it is not opted in to return assurance the items are not kept with the bag and are immediately separated from the items that can be accepted making it impossible to go back through and find an item that belonged to a specific bag Regretfully, 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, 7, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is a canned response that gets sent to everybody that complainsI did send in new bags that were not acceptedThe reason was that there were already too many in stock (im assuming from their comments on the rejection line)So the response above doesn't apply to my situationAlso I sent in to vintage Gucci crossbody bags that would have been snatched up by any buyer that were not acceptedThey did the same with the second bag I sent in and just put a couple it items up for sale and who knows what happened to the restThey are not very clear on what they do with the rejected items, as far as I know they give them to the employees, which is a huge misrepensation of what happens at that companyI stand by my original request of $to compensate me for the items that were not acceptedI am not the only one that has complaints about this company, they do this to everybody from all the comments I'm finding onlineAnd to address their comment that you have to buy a buy-out bag (at a cost of $or something), why would you buy a bag when you are sending in new merchandise? It's counter productive to your trying to raise money, in fact its a revenue stream to the company in itself! Final Business Response / [redacted] (4000, 9, 2015/03/06) */ We stand by the initial processing in that we can not accept handbags with excessive wear or that we can not prove are authentic based upon our handbag standards in the link below: https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-for-Ha...⇄ The return assurance fee is not purchasing a bag, it is purchasing the return shipping for items that are not accepted as outlined in our return assurance guidelines: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance- Final Consumer Response / [redacted] (4200, 11, 2015/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most of the handbags sent in were new, unused bagsThey had no wear and no stainsThey were by The Sak and were not acceptedAlso a juicy couture bag was not accepted I stand by my original complaint and want to be compensated for the perfectly sellable items that were fisfarded by your company
Initial Business Response / [redacted] (1000, 10, 2014/04/11) */ Hi ***, Thank you for expressing your concernsThis appears to have been resolved through our customer servicePlease let me know if you have any further concerns or issues that were not addressed Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2014/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a partial resolution
Revdex.com:All these issues have been resolved by customer serviceSincerely, [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/11/11) */ Hi [redacted] , Thank you for expressing your concern and I am sorry that the processing of your bag did not meet your expectationsUnfortunately Liz Claiborne is a brand that we do not acceptThis information is disclosed on our cleanout page at https://www.thredup.com/cleanout/brands and this page is also recommended to be read on the information provided with every cleanout bagWe do our best to be transparent in the brands that we accept so that our selling members can choose wisely about the items they wish to send in to sell As for the payout, it does look as though the K Swiss shoes listed for $and your payout for them was $This falls within the range disclosed in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ 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 Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/16) */ No they have not fixed it with me and I am not the only person to have problemsOthers have expressed similar problems on their Facebook page and I urged them all to file claims too They said the information of what brands they take is included with the bag I gotI still have that slip and no where does it say they do not accept Liz ClaiborneAlso on their page when ordering the bag there is no link that say to go to that page to check if what you're sending in is acceptedThey hide itThey also said what they don't accept is distributed elsewhere I want to know where because I believe he has another store he uses to avoided giving people proper compensation Final Business Response / [redacted] (4000, 13, 2015/11/25) */ We stand behind the processing of this bagI have placed two links below that states we do not accept Liz Claiborne https://www.thredup.com/p/cleanout-brands https://www.thredup.com/p/cleanout-payout-estimator Best, [redacted] Final Consumer Response / [redacted] (4200, 15, 2015/12/01) */ XXXXXXXX On Facebook they have advertisement they gave me a link to this https://www.thredup.com/p/cleanout on it there is no link to what items they do and don't acceptAlso like I said I have the insert that came with the bag and it DOES NOT say they don't accept Liz ClaiborneI have been advising others to file claims who have had the same experience as me because this company refuses to play fairI still want the company looked into as to where the unused clothes go and if the owner of three up owns a share in those companies because then he is avoiding paying people what they deserveI have photos of what I sent that also were not Liz Claiborne and they didn't accept them because the people working kept them themselves they sent a photo of my pure white skirt back to me saying there was a stain and there clearly wasn'tI have both their photo and mine before I sent it to prove that tooI stand behind my claim that this company is a scam
Initial Business Response / [redacted] (1000, 9, 2015/06/17) */ Hi ***, Thank you for expressing your concerns and I am sorry that we could not accept some of your designer items 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 bagWe try hard to make option in to return assurance as easy as possibleThis is offered and highly recommended when you request the bag, especially when sending designer itemsIf 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 them 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 As far as why we could not accept the items, the designer items that you reference were found to be styles that are not in high demand or not a current trendWe do mention this in our quality standards and in a separate FAQ that provides more detailI have placed the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ Unfortunately we can not pay for items that can not be accepted or are found to not be resellable I'm sorry that the processing of your bag did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/23) */ [redacted] consumer indicated he/she DID NOT accept the response from the business.) The items were grand new, most with tagsThere was a brand new Versace wallet that is classic and on "trend"They're first response about not accepting the brand new Gucci and prada pants was that they don't accept pantsNow it's that they aren't on trendThis is a scamThey take your high end items and resell them offlineThey make it impossible to get your items back and onoy offer this clause you order the bagI am considering pressing charges for theftIf anyone else should like to get a suit together please contact meI want to continue with this complaint Final Business Response / [redacted] (4000, 13, 2015/07/02) */ Hi ***, Our handbag specialist and her team hand select the handbags that will be listed on our site and there are several determining factors during the decision making processOne of those factors is the supply and demand of a handbag's brand, color, style, and categoryThe brands are some of our most popular brands and a favorite by many of our buyersHowever, it was determined that this specific style has 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 handbag brands and styles, we are learning to take a closer look at what styles our customer's want to purchase We stand by the reason of the items not being accepted Best, [redacted] Final Consumer Response / [redacted] (4200, 15, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want the complaint to continueThis company needs to be accountable for what they are doingThey should give you an option to get your items back when they decide they do not want themNot make you decide when you order a "bag" to send your stuff inI wasn't even sure what I was going to send in when I requested a bagIt is very shady, deceptive and at worst illegal
Hi [redacted] , I apologize for any confusion or frustration. I also apologize for the delays in our response times. We have been experiencing longer wait times than usual and I am very sorry that this has affected you. I can see that you received a response explaining how your refund... was issued from a member of our Customer Service team on 04/14/18. On 02/20/18, you were refunded $50.98 in thredUP stored credit, the method of refund that you chose, for Order# [redacted] and then you used that full amount to pay for a portion of Order# [redacted] , the order totaled at $53.96. You were charged $2.98 on your credit card for the difference in that Order# [redacted] . On 03/13/18, you were then refunded $29.98 in store credit for the items you returned from Order# [redacted] . You were refunded in store credit, as it is the method of refund which you chose. The credit is in your thredUp account and is available for you to use. I hope that you find this information helpful. Best, [redacted] Customer Service Supervisor thredUP
Initial Business Response / [redacted] (1000, 8, 2015/11/11) */ Hi ***, Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations I do show that there was not a size or brand tag attached to the Tibi dress that was discussed in the support inquiryIn order for us to accurately price and list an item in the correct size category on the site we do require that all items have a brand, size and care tag attached to the itemI have attached a photo to this inquiry of the dress taken at the time of processing showing that the tag was not attachedThe information on requirements for items is listed in our quality standards in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ It looks as though a few other items were not accepted due to other quality standards that the items did not meetI have attached a photo of one of the young fabulous and broke dresses that you mentionedAt processing it was noted that on the front, the stitching was snagged and it was becoming unraveled 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 Best, [redacted]