Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ Hi ***, Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsLike many consignment stores, we find that certain styles, sizes, etcare very difficult to resell and remain as lingering inventory so we do limit certain items/brands for this reasonIn an effort to be transparent we disclose this information on the site in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-items-are-we-selecti...⇄ Unfortunately while you did send in brands we love, there were a handful of items that fell within the styles that are difficult to resell/category surplus and have not been successful in selling on the site in the past We do have a program that allows you to receive items back called return assuranceThis is mentioned in many different areas on the site, including on the page where bags are requestedThe option is either recycle my items, or please send them back to me if not acceptedUnfortunately it looks as though the return assurance option to have items sent back was not requested for this particular bag so the items that could not be accepted were not held aside at processing Because this bag was not opted in to return assurance, unfortunately we no longer have the items to send back to youIn the future I would recommend opting in to return assurance if you are sending brands that you would want returned if they are not accepted Please let us know if you have any other questions Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Hi ***, Thank you for reaching out and I am sorry that the processing of your bags did not meet your expectationsIt looks as though the reasons and photos of why items could not be accepted were sent to your previously through customer support We are admittedly very strict with the quality of items that we accept meaning that stains or other signs of excessive wear are not acceptedWe do also keep track of what styles and categories are not selling very wellThese are items that over time remain as inventory and in an effort to provide items to our customers that are actively desired The link where you can check to see if we accept the brands you are sending can be found at https://www.thredup.com/brands The link that we keep updated about styles and categories not accepted can be found in 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 we can not accept Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because it's the same person and rhetoric that responded to me before I filed Revdex.com complalntThis needs to be reviewed by a much higher level of management at corporate hdq and not the processing center Final Business Response / [redacted] (4000, 9, 2015/08/21) */ We stand by the processing and payouts of this bag Best, [redacted] Customer Service Manager Final Consumer Response / [redacted] (4200, 11, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they have done nothingI will accept some monetary compensation from them
Complaint: [redacted] I am rejecting this response because: it is not an acceptable resolution to basically say “sorry you’re too dumb to read the fine print” I want your payout policy and structure changesI want transparency Your “payout calculator” is advertising It does not give an accurate representation of what will be paid out You should be able to accept or reject the offer for “upfront” consignment“Upfront” consignment should be just that- up frontNot full weeks later Sure you can continue to run your business this way, but I guarantee you you will end up with thousands more disgruntled people just like me- complaining and running the thred up business name through the mud all over the internet I would suggest you change your approachSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Hi ***, Thank you for expressing your concern and I am sorry that the bag processing did not meet your expectationsI have reviewed the bags you referenced and it does look as though the items were paid within the percentage and range that we disclose at both https://www.thredup.com/brands and http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ It looks as though the concern may be the number of items accepted from each bag as there were some items we could not accept from each bagWhile sending a brand that we accept is important, there are other factors that we have to consider for each itemFor example, each item needs to be free of flaws like pilling and stainsWe also take in to consideration style and the ability to resellThis is mentioned in both our quality standards FAQ and our off trend/category surplus FAQ links in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ Our specialists and teams 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 brand, color, style, and categoryWe 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 Once you send in a bag, any items we accept are listed in our Shop and cannot be returnedWe do not return any items we cannot accept unless you opt into the Return Assurance program prior to your bag arriving in our Distribution and Processing CenterUnder the Return Assurance program, we will return items that we do not accept (unless the entire bag cannot be accepted) for a fee of $ I'm sorry again to hear about your disappointment Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] , I realize that you do have your "guidelines" as you referred toBUT, I also know what I sent in and I CAREFULLY selected and double checked your current list of acceptable brandsI CAREFULLY checked each item in a bright light on a flat surface to ensure that I was sending in quality itemsAnd I know that one particular dress was very trendySince when did a black Limited dress go out of fashion???? The problem here is that YOU have my items and I will never get them returned as you are a big business and can bully the individual small person Your practice of offering a fair price and forcing a person to agree upfront to pay a HUGE return fee is totally unjustifiable I gave your company a chance to prove MANY NEGATIVE reviews wrongBut, after this, I see MANY NEGATIVE REVIEWS ARE TOTALLY UNDERSTANDABLE AND SHOULD BE HIGHER IN NUMBERS No, I don't accept thisI want my items returnedThe constant emails about items that have sold and the money you are making off me is a slap in the faceI am an honest seller and was expecting honesty in returnSomething your company obviously does not stand behind [redacted] Final Business Response / [redacted] (4000, 9, 2015/08/13) */ Hi ***, Thank you for following up and I am sorry again to hear about your disappointmentIt is not our intention to bully as we do offer multiple opportunities for our members to opt in for the ability to receive back any items not acceptedI have placed below a couple of examples of items that we could not accept for qualityIf you click on the photo it will zoom making it easier to view what the processor is noting Stains: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg Broken clasp: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg Fading and discoloration on the dress: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg Brands that we do not accept: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg As mentioned previously, 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 itemsWe do stand behind the reasonings for not accepting more items from all of the bags mentioned Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear that the processing of your bag did not meet your expectations Like many other consignment stores, we do have to limit our intake of certain categories Our specialists and teams hand select what will be listed on our site and there are several determining factors during the decision making processOne of those factors is the supply and demand of a brand, color, style, and categoryJCrew is one of our most popular brands and a favorite by many of our buyers! However, with blazers being a category surplus, 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 styles, we are learning to take a closer look at what styles our customer's want to purchase We offer an excellent tool for our selling members in our FAQ so that they can view at any given time, an updated list of what we categories we may be limitingThis information can always be found in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ Regretfully, with the bag not being opted in to return assurance, the items were not held aside to be able to returnIt does look as though this bag requested for items to be donated and not returned when the bag was requestedI have added a screenshot of this section on the page where you requested the bag Please let me know if you have any other questions or concerns Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ This complaint appears to have been resolved through customer service Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 meThey have lost me as a future customer!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/30) */ Hi [redacted] , Thank you for expressing your concernsReviewing customer support tickets this looks to be resolved Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/12/12) */ Hi ***, Thank you for expressing your concernsBecause return assurance is deducted from the payout, it is noted in our FAQ's and under information regarding return assurance that items can not be returned if not items are accepted We hold on to these items for a very short period of time however it does look as though this was resolved through customer service and your bag was sent back to you Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Hi [redacted] , Thank you for expressing your concernsWe have confirmed on our end that this hold is not coming from our endIt is recommended that you reach out to your financial institution to get it removedOur credit card processing system shows this transaction being declined and not charged Please let us know if you have any other questions Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/27) */ This is a duplicate complaintThe other complaint was resounded to on Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)
Initial Business Response / [redacted] (1000, 5, 2014/09/15) */ Hi ***, Thank you for expressing your concerns and I am sorry to hear about this experienceWe strive to offer a great experience for everyone As for the return, I am not seeing any customer service emails that go in to detail about this requestIt looks as though we had issued refunds on 8/Occasionally it will take longer than hours, but generally not days For the brands we do not accept, these do change on occasion as we find brands that become increasingly difficult to resellIn an effort to provide an inventory that our members are seeking we will discontinue accepting certain brands While many brands are purchased with an up front payout, because we have purchased these items in the past they will remain on the site in an effort to sell them however days prior to any change being made in the brands we accept we do update our clothing calculator so that our members sending in items know in advance that there is a change occurring We strongly advise all members to use the payout calculator in the link below prior to sending all bags: http://www.thredup.com/bags/info#price_check I am sorry again to hear about your experiencePlease let me know if any other questions need clarification Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are the emails regarding the returnThe shipping information shows they were received on 7/It took days for the refund to be processedIn addition to these emails, I also called your customer service lineI asked for a timeline for a response and a reason for the delay, both of which were not addressed and I simply got an email when it was processedI am happy to send my emails as well about the item not acceptedI am still concerned that I requested three separate times in those exchanges for contact information for a supervisor and that was never providedI still feel that is unacceptableI've also completed two of the review options regarding service and clicked on the box of "Bad, I'm unsatisfied"I never heard back from anyone on those eitherI would recommend that you don't solicit the feedback if you have no intention of doing anything with it Mylene, Aug XX XX:XX: HI ***, I apologize for the delay on following upIt shows that you've been refunded for the items on 08/items were returned correct? Please let me know if there other items that were not refunded Thank you, [redacted] Attachment(s) Screen Shot XXXX-at PM.png ________________________________________ ***, ***, Aug XX XX:XX: Could you please let me know when I can expect to hear back from someone? I would appreciate some additional information by today if possible regarding a timeline of when I can expect that to be processed, and some information on the cause of the delay Thank you, [redacted] ________________________________________ Mylene, Aug XX XX:XX: Hi ***, Thank you for contacting usI will message the team and make sure you get refunded for your returnsI will follow up with you once I know more Thank you, [redacted] ________________________________________ ***, ***, Aug XX XX:XX: Hello, I returned a few items recently from an order I placed last monthThe order number was XXXXXXX and the return number is XXXXX I did get a tracking number when I shipped the items which shows they were received at your facility on July 25thIt has been days since you received them and the return status in my online account is still showing as "initiated"I would really like to know how soon I can expect you to process this and refund my moneyYour website says to expect to hours of processing timeI have been trying to be patient, but at this point am becoming rather frustratedPlease updated me as soon as possibleThe tracking information is included below - [redacted] The shipment to THREDUP RETURNS has been delivered =========================================== SHIPMENT SUMMARY =========================================== SENDER [redacted] (Sender's street address omitted intentionally from this email) [redacted] XXXXX RECIPIENT THREDUP RETURNS (Recipient's street address omitted intentionally from this email) [redacted] XXXXX-XXXX US SHIPPED THROUGH The UPS Store [redacted] XXX-XXX-XXXX CARRIER & SERVICE USPS Priority Mail SHIPMENT TRACKING & REFERENCE Tracking No.: XXXXXXXXXXXXXXXXXXXXXX Shipment ID: [redacted] Order / Item #: Reference #: SHIP DATE Tuesday, July 22, DELIVERY DATE Fri Jul XXXX XX:XX AM Final Business Response / [redacted] (4000, 11, 2014/10/10) */ HI ***, I apologize again for your experienceIt does seem as though this is resolved via customer service Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/04/11) */ Hi ***, Thank you for expressing your concerns and I am very sorry to hear about your disappointmentWe do strive to offer everyone a happy and successful transaction I have reviewed the photos taken at the time of processing and it seems that most items could not be accepted due to brands that we stopped accepting quite some time agoOver time we found that certain brands provide far more supply than demand so we stopped accepting themTwo of those for example were Talbots and Eddie Bauer Because we want to offer a transparent and excellent experience for everyone we offer several tools for our members to use prior to sending in a bagOne is a quite robust FAQ section that helps to provide more detailed information about our quality standards Another one of our most popular and helpful tools for our selling members is our payout calculator that can be found at http://www.thredup.com/bags/info that not only shows a range of what we pay for accepted items but also will tell you whether or not a brand is acceptedThis page is updated prior to any pricing or brand changes that we make In the future you can opt in to return assurance at any time when requesting the bag and at any time within your account prior to us receiving the bag at http://www.thredup.com/bags I am sorry again to hear about your disappointment Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] , As of today your company is selling Talbots & Eddie Bauer on thredUp web site, so at the time I sent my bag in January you are saying they stopped accepting them? I did check before sending in my clothes and I kept a detailed list of what I sent in I would like to know where the rest of my clothes went? In my bag I sent Velvet pants from Talbots (Black & Navy) Black Linen Slacks from H & M - never worn White Linen Slacks from Garnet Hill Beautiful Aqua scarf from Macy - never worn It's almost like somebody picks thru the stuff keeps what they want then list of the crummiest things I sent and offers me $It's really insulting Still not happy & glad I filed something with Revdex.comTotal rip off ***
Initial Business Response / [redacted] (1000, 8, 2016/01/14) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry for any delay in transit times over the holiday seasonShipping times do traditionally slow down this time of year due to increased shipping activityIt looks as though this order was packed and shipped on 12/and delivered on 12/according to tracking Please let us know if you have any additional questions or concerns Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ Hi [redacted] , Thank you for expressing your concernAs it was mentioned in your customer support inquiry, it looks as though multiple bags were opted in to return assuranceThe fee for return assurance is $per bag and is deducted from your earningsWe have more information about this in the links below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance- http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-am-I-charged-the-Retu...⇄ Please let us know if you have any other questions Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the merchantThis incident is just the latest offense in a string of unethical business practices committed by ThredUP, IncI have full email documentation of ThredUP acknowledging underpaying me for several items which were accepted Final Business Response / [redacted] (4000, 9, 2015/12/04) */ This account has been reviewed multiple times and is found to be accurateReturn assurance is the reason why the account was zeroed outWe stand behind our response Final Consumer Response / [redacted] (4200, 11, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason the account has been reviewed multiple times is because it is INACCURATE and ThredUP, Increfuses to correct its unethical business practices and do right by the consumerI have a complete log of all items accepted by ThredUP, under-valued/under-priced at pay-out, and all email communications between the business and myself documenting these issues
Initial Business Response / [redacted] (1000, 5, 2014/08/29) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentI do see that you sent a bag about this time last year and received a good payoutYou sent comparable brands to what you sent with the second bag that received less money Unfortunately late last year we found several brands were becoming increasingly difficult to resell and were not being purchasedIn an effort to provide an inventory to our members that they are seeking we stopped accepting some brandsA few of these brands were Talbots, Coldwater Creek, Liz Claiborne, and several others The clothing calculator that we provide at http://www.thredup.com/bags/info is always updated days in advance prior to any changes being made so we always strongly encourage our members to refer to this prior to sending items It looks as though several of the items you sent in the second bag fell in to these brands that we no longer accept and purchase Because these items fall within the up front payout range, we do still have some lingering inventory in these brands that that we are still trying to sellSellers were paid for them when the bag was processed but as mentioned previously, they are difficult to resell so we may still have items on the site in these brands In an effort to sell lingering inventory we did place some of these older inventoried items on ebay to attempt to sell themThese items were, as mentioned, already paid out in bags received a very long time agoIf they do not sell on ebay they are placed back on to thredup.com Items that we can not accept are never placed on ebay and as always it is encouraged to opt in to return assurance so that our members can receive back any items that we can not acceptThis option is available both when requesting a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bagsReturn Assurance is available for all bags and all membersWhen it is requested through return assurance we are always happy to return any items back to the sellerThere is more information in the link below: https://thredup.zendesk.com/entries/XXXXXXXX Regretfully, we can do not pay for items that we can not accept Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with your practices of taking items from customers and then reselling them on ebay for your own profitThis is not fair to your clientsWhen you stopped taking certain brands, why didn't you inform us by sending out a mass email instead of disguising it on your webpage? I hope the Revdex.com will also look at the hundreds of complaints that are listed on your Facebook pageComplaints that are the same as mine! Since the amount of money involved for me is not worth taking a lawsuit out against you, I will make sure that I tell everyone I know about your underhanded business practices and will include my warnings about you on as many online review pages as possibleAnd as it currently stands, I have as yet to see a payout check from youI haven't received one from the first bag that I sent in, nor have I received one from the second bag that I sent inThe total that you owe me for both bags is $If you will submit a check to me immediately, I will consider this case closed and will not mention you againBut please don't think that by sending me a check for $will make up for the cost of all the clothing that I sent to youIt won't, but I will accept it and consider this matter as a hard lesson learned
Hi [redacted] , In reviewing your information, I can confirm that you contacted our Customer Service team about this concern on April 3rdSince then, many of our agents had been in contact with you to address the complications you experienced with submitting an order on our site On April 6th, one of our agents confirmed for you that there was an issue with the credit card information you attempted to use on our siteTo protect your privacy, I will not disclose specifics about the credit card you attempted to use in my replyHowever, I can confirm that one of your payment methods was declined times between April 2nd and April 9thAnother payment method was declined times on April 6th, and a final form of payment was declined once on April 6th Due to the excessive credit card declines, our website blocked your credit card payments from going through for security purposesOur advisors shared this information with you, and instructed you to complete your purchases using another payment partner ( [redacted] or [redacted] )These security blocks on credit cards typically clear within to business days, so long as there are no additional attempts to use a credit card to complete a purchase I hope this information helps to clarify the issues you experienced, and we thank you for being a loyal thredUP customer Best, [redacted] thredUP Customer Service
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Hi ***, Thank you for expressing your concernsI would be happy to look in to this for you but we have no records of the email address or account information that you providedIf you follow up with the email address or bag number I would be happy to look in to this for you Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Hi [redacted] , Thank you for expressing your concernsI am not seeing an order return initiated for the order placed on 7/and without additional information on what you are seeing as far as the amount not being refunded, it is hard to say exactly what happened here We do issue a full refund for the amount paid for each itemI do see that a 40% discount was used on this order so this means that if an item cost $10, you paid $after the 40% discountThe $is what we would refund if this item was returned Unfortunately we can not issue a refund in an amount more than was paidI hope this helpsIf this does not fully answer your question or concern, please let me know Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Hi ***, Thank you for expressing your concerns and I am sorry to hear that the processing of your bag did not meet your expectationsWe do admittedly have strict standards as outlined in our quality standards in the link below: What can I send? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ It does look as though there were a few items that were brands we do not accept and that there were also some that did not meet quality standards We do take photos of every item that comes though at the time of processingBelow are photos of a couple of items taken at the time of processing that visibly show the stains and/or holes referenced in the support ticketIf you click on the photo it will zoom making it easier to find what the processor is noting https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg - has a stain on the skirt appxinches from the bottom button seam We do our best to accept every item that we can from every bag, unfortunately because we guarantee every item on the site, each item does need to meet our quality standardsI'm sorry that we could not accept more items from your bag Please let me know if you have any other questions Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ Hi ***, Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectationsLike many consignment stores, we find that certain styles, sizes, etcare very difficult to resell and remain as lingering inventory so we do limit certain items/brands for this reasonIn an effort to be transparent we disclose this information on the site in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-items-are-we-selecti...⇄ Unfortunately while you did send in brands we love, there were a handful of items that fell within the styles that are difficult to resell/category surplus and have not been successful in selling on the site in the past We do have a program that allows you to receive items back called return assuranceThis is mentioned in many different areas on the site, including on the page where bags are requestedThe option is either recycle my items, or please send them back to me if not acceptedUnfortunately it looks as though the return assurance option to have items sent back was not requested for this particular bag so the items that could not be accepted were not held aside at processing Because this bag was not opted in to return assurance, unfortunately we no longer have the items to send back to youIn the future I would recommend opting in to return assurance if you are sending brands that you would want returned if they are not accepted Please let us know if you have any other questions Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Hi ***, Thank you for reaching out and I am sorry that the processing of your bags did not meet your expectationsIt looks as though the reasons and photos of why items could not be accepted were sent to your previously through customer support We are admittedly very strict with the quality of items that we accept meaning that stains or other signs of excessive wear are not acceptedWe do also keep track of what styles and categories are not selling very wellThese are items that over time remain as inventory and in an effort to provide items to our customers that are actively desired The link where you can check to see if we accept the brands you are sending can be found at https://www.thredup.com/brands The link that we keep updated about styles and categories not accepted can be found in 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 we can not accept Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because it's the same person and rhetoric that responded to me before I filed Revdex.com complalntThis needs to be reviewed by a much higher level of management at corporate hdq and not the processing center Final Business Response / [redacted] (4000, 9, 2015/08/21) */ We stand by the processing and payouts of this bag Best, [redacted] Customer Service Manager Final Consumer Response / [redacted] (4200, 11, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they have done nothingI will accept some monetary compensation from them
Complaint: [redacted] I am rejecting this response because: it is not an acceptable resolution to basically say “sorry you’re too dumb to read the fine print” I want your payout policy and structure changesI want transparency Your “payout calculator” is advertising It does not give an accurate representation of what will be paid out You should be able to accept or reject the offer for “upfront” consignment“Upfront” consignment should be just that- up frontNot full weeks later Sure you can continue to run your business this way, but I guarantee you you will end up with thousands more disgruntled people just like me- complaining and running the thred up business name through the mud all over the internet I would suggest you change your approachSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Hi ***, Thank you for expressing your concern and I am sorry that the bag processing did not meet your expectationsI have reviewed the bags you referenced and it does look as though the items were paid within the percentage and range that we disclose at both https://www.thredup.com/brands and http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ It looks as though the concern may be the number of items accepted from each bag as there were some items we could not accept from each bagWhile sending a brand that we accept is important, there are other factors that we have to consider for each itemFor example, each item needs to be free of flaws like pilling and stainsWe also take in to consideration style and the ability to resellThis is mentioned in both our quality standards FAQ and our off trend/category surplus FAQ links in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ Our specialists and teams 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 brand, color, style, and categoryWe 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 Once you send in a bag, any items we accept are listed in our Shop and cannot be returnedWe do not return any items we cannot accept unless you opt into the Return Assurance program prior to your bag arriving in our Distribution and Processing CenterUnder the Return Assurance program, we will return items that we do not accept (unless the entire bag cannot be accepted) for a fee of $ I'm sorry again to hear about your disappointment Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] , I realize that you do have your "guidelines" as you referred toBUT, I also know what I sent in and I CAREFULLY selected and double checked your current list of acceptable brandsI CAREFULLY checked each item in a bright light on a flat surface to ensure that I was sending in quality itemsAnd I know that one particular dress was very trendySince when did a black Limited dress go out of fashion???? The problem here is that YOU have my items and I will never get them returned as you are a big business and can bully the individual small person Your practice of offering a fair price and forcing a person to agree upfront to pay a HUGE return fee is totally unjustifiable I gave your company a chance to prove MANY NEGATIVE reviews wrongBut, after this, I see MANY NEGATIVE REVIEWS ARE TOTALLY UNDERSTANDABLE AND SHOULD BE HIGHER IN NUMBERS No, I don't accept thisI want my items returnedThe constant emails about items that have sold and the money you are making off me is a slap in the faceI am an honest seller and was expecting honesty in returnSomething your company obviously does not stand behind [redacted] Final Business Response / [redacted] (4000, 9, 2015/08/13) */ Hi ***, Thank you for following up and I am sorry again to hear about your disappointmentIt is not our intention to bully as we do offer multiple opportunities for our members to opt in for the ability to receive back any items not acceptedI have placed below a couple of examples of items that we could not accept for qualityIf you click on the photo it will zoom making it easier to view what the processor is noting Stains: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg Broken clasp: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg Fading and discoloration on the dress: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg Brands that we do not accept: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg As mentioned previously, 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 itemsWe do stand behind the reasonings for not accepting more items from all of the bags mentioned Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear that the processing of your bag did not meet your expectations Like many other consignment stores, we do have to limit our intake of certain categories Our specialists and teams hand select what will be listed on our site and there are several determining factors during the decision making processOne of those factors is the supply and demand of a brand, color, style, and categoryJCrew is one of our most popular brands and a favorite by many of our buyers! However, with blazers being a category surplus, 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 styles, we are learning to take a closer look at what styles our customer's want to purchase We offer an excellent tool for our selling members in our FAQ so that they can view at any given time, an updated list of what we categories we may be limitingThis information can always be found in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ Regretfully, with the bag not being opted in to return assurance, the items were not held aside to be able to returnIt does look as though this bag requested for items to be donated and not returned when the bag was requestedI have added a screenshot of this section on the page where you requested the bag Please let me know if you have any other questions or concerns Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ This complaint appears to have been resolved through customer service Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 meThey have lost me as a future customer!Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/30) */ Hi [redacted] , Thank you for expressing your concernsReviewing customer support tickets this looks to be resolved Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/12/12) */ Hi ***, Thank you for expressing your concernsBecause return assurance is deducted from the payout, it is noted in our FAQ's and under information regarding return assurance that items can not be returned if not items are accepted We hold on to these items for a very short period of time however it does look as though this was resolved through customer service and your bag was sent back to you Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Hi [redacted] , Thank you for expressing your concernsWe have confirmed on our end that this hold is not coming from our endIt is recommended that you reach out to your financial institution to get it removedOur credit card processing system shows this transaction being declined and not charged Please let us know if you have any other questions Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/27) */ This is a duplicate complaintThe other complaint was resounded to on Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)
Initial Business Response / [redacted] (1000, 5, 2014/09/15) */ Hi ***, Thank you for expressing your concerns and I am sorry to hear about this experienceWe strive to offer a great experience for everyone As for the return, I am not seeing any customer service emails that go in to detail about this requestIt looks as though we had issued refunds on 8/Occasionally it will take longer than hours, but generally not days For the brands we do not accept, these do change on occasion as we find brands that become increasingly difficult to resellIn an effort to provide an inventory that our members are seeking we will discontinue accepting certain brands While many brands are purchased with an up front payout, because we have purchased these items in the past they will remain on the site in an effort to sell them however days prior to any change being made in the brands we accept we do update our clothing calculator so that our members sending in items know in advance that there is a change occurring We strongly advise all members to use the payout calculator in the link below prior to sending all bags: http://www.thredup.com/bags/info#price_check I am sorry again to hear about your experiencePlease let me know if any other questions need clarification Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are the emails regarding the returnThe shipping information shows they were received on 7/It took days for the refund to be processedIn addition to these emails, I also called your customer service lineI asked for a timeline for a response and a reason for the delay, both of which were not addressed and I simply got an email when it was processedI am happy to send my emails as well about the item not acceptedI am still concerned that I requested three separate times in those exchanges for contact information for a supervisor and that was never providedI still feel that is unacceptableI've also completed two of the review options regarding service and clicked on the box of "Bad, I'm unsatisfied"I never heard back from anyone on those eitherI would recommend that you don't solicit the feedback if you have no intention of doing anything with it Mylene, Aug XX XX:XX: HI ***, I apologize for the delay on following upIt shows that you've been refunded for the items on 08/items were returned correct? Please let me know if there other items that were not refunded Thank you, [redacted] Attachment(s) Screen Shot XXXX-at PM.png ________________________________________ ***, ***, Aug XX XX:XX: Could you please let me know when I can expect to hear back from someone? I would appreciate some additional information by today if possible regarding a timeline of when I can expect that to be processed, and some information on the cause of the delay Thank you, [redacted] ________________________________________ Mylene, Aug XX XX:XX: Hi ***, Thank you for contacting usI will message the team and make sure you get refunded for your returnsI will follow up with you once I know more Thank you, [redacted] ________________________________________ ***, ***, Aug XX XX:XX: Hello, I returned a few items recently from an order I placed last monthThe order number was XXXXXXX and the return number is XXXXX I did get a tracking number when I shipped the items which shows they were received at your facility on July 25thIt has been days since you received them and the return status in my online account is still showing as "initiated"I would really like to know how soon I can expect you to process this and refund my moneyYour website says to expect to hours of processing timeI have been trying to be patient, but at this point am becoming rather frustratedPlease updated me as soon as possibleThe tracking information is included below - [redacted] The shipment to THREDUP RETURNS has been delivered =========================================== SHIPMENT SUMMARY =========================================== SENDER [redacted] (Sender's street address omitted intentionally from this email) [redacted] XXXXX RECIPIENT THREDUP RETURNS (Recipient's street address omitted intentionally from this email) [redacted] XXXXX-XXXX US SHIPPED THROUGH The UPS Store [redacted] XXX-XXX-XXXX CARRIER & SERVICE USPS Priority Mail SHIPMENT TRACKING & REFERENCE Tracking No.: XXXXXXXXXXXXXXXXXXXXXX Shipment ID: [redacted] Order / Item #: Reference #: SHIP DATE Tuesday, July 22, DELIVERY DATE Fri Jul XXXX XX:XX AM Final Business Response / [redacted] (4000, 11, 2014/10/10) */ HI ***, I apologize again for your experienceIt does seem as though this is resolved via customer service Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/04/11) */ Hi ***, Thank you for expressing your concerns and I am very sorry to hear about your disappointmentWe do strive to offer everyone a happy and successful transaction I have reviewed the photos taken at the time of processing and it seems that most items could not be accepted due to brands that we stopped accepting quite some time agoOver time we found that certain brands provide far more supply than demand so we stopped accepting themTwo of those for example were Talbots and Eddie Bauer Because we want to offer a transparent and excellent experience for everyone we offer several tools for our members to use prior to sending in a bagOne is a quite robust FAQ section that helps to provide more detailed information about our quality standards Another one of our most popular and helpful tools for our selling members is our payout calculator that can be found at http://www.thredup.com/bags/info that not only shows a range of what we pay for accepted items but also will tell you whether or not a brand is acceptedThis page is updated prior to any pricing or brand changes that we make In the future you can opt in to return assurance at any time when requesting the bag and at any time within your account prior to us receiving the bag at http://www.thredup.com/bags I am sorry again to hear about your disappointment Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] , As of today your company is selling Talbots & Eddie Bauer on thredUp web site, so at the time I sent my bag in January you are saying they stopped accepting them? I did check before sending in my clothes and I kept a detailed list of what I sent in I would like to know where the rest of my clothes went? In my bag I sent Velvet pants from Talbots (Black & Navy) Black Linen Slacks from H & M - never worn White Linen Slacks from Garnet Hill Beautiful Aqua scarf from Macy - never worn It's almost like somebody picks thru the stuff keeps what they want then list of the crummiest things I sent and offers me $It's really insulting Still not happy & glad I filed something with Revdex.comTotal rip off ***
Initial Business Response / [redacted] (1000, 8, 2016/01/14) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry for any delay in transit times over the holiday seasonShipping times do traditionally slow down this time of year due to increased shipping activityIt looks as though this order was packed and shipped on 12/and delivered on 12/according to tracking Please let us know if you have any additional questions or concerns Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ Hi [redacted] , Thank you for expressing your concernAs it was mentioned in your customer support inquiry, it looks as though multiple bags were opted in to return assuranceThe fee for return assurance is $per bag and is deducted from your earningsWe have more information about this in the links below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance- http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-am-I-charged-the-Retu...⇄ Please let us know if you have any other questions Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the merchantThis incident is just the latest offense in a string of unethical business practices committed by ThredUP, IncI have full email documentation of ThredUP acknowledging underpaying me for several items which were accepted Final Business Response / [redacted] (4000, 9, 2015/12/04) */ This account has been reviewed multiple times and is found to be accurateReturn assurance is the reason why the account was zeroed outWe stand behind our response Final Consumer Response / [redacted] (4200, 11, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason the account has been reviewed multiple times is because it is INACCURATE and ThredUP, Increfuses to correct its unethical business practices and do right by the consumerI have a complete log of all items accepted by ThredUP, under-valued/under-priced at pay-out, and all email communications between the business and myself documenting these issues
Initial Business Response / [redacted] (1000, 5, 2014/08/29) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry to hear about your disappointmentI do see that you sent a bag about this time last year and received a good payoutYou sent comparable brands to what you sent with the second bag that received less money Unfortunately late last year we found several brands were becoming increasingly difficult to resell and were not being purchasedIn an effort to provide an inventory to our members that they are seeking we stopped accepting some brandsA few of these brands were Talbots, Coldwater Creek, Liz Claiborne, and several others The clothing calculator that we provide at http://www.thredup.com/bags/info is always updated days in advance prior to any changes being made so we always strongly encourage our members to refer to this prior to sending items It looks as though several of the items you sent in the second bag fell in to these brands that we no longer accept and purchase Because these items fall within the up front payout range, we do still have some lingering inventory in these brands that that we are still trying to sellSellers were paid for them when the bag was processed but as mentioned previously, they are difficult to resell so we may still have items on the site in these brands In an effort to sell lingering inventory we did place some of these older inventoried items on ebay to attempt to sell themThese items were, as mentioned, already paid out in bags received a very long time agoIf they do not sell on ebay they are placed back on to thredup.com Items that we can not accept are never placed on ebay and as always it is encouraged to opt in to return assurance so that our members can receive back any items that we can not acceptThis option is available both when requesting a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bagsReturn Assurance is available for all bags and all membersWhen it is requested through return assurance we are always happy to return any items back to the sellerThere is more information in the link below: https://thredup.zendesk.com/entries/XXXXXXXX Regretfully, we can do not pay for items that we can not accept Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with your practices of taking items from customers and then reselling them on ebay for your own profitThis is not fair to your clientsWhen you stopped taking certain brands, why didn't you inform us by sending out a mass email instead of disguising it on your webpage? I hope the Revdex.com will also look at the hundreds of complaints that are listed on your Facebook pageComplaints that are the same as mine! Since the amount of money involved for me is not worth taking a lawsuit out against you, I will make sure that I tell everyone I know about your underhanded business practices and will include my warnings about you on as many online review pages as possibleAnd as it currently stands, I have as yet to see a payout check from youI haven't received one from the first bag that I sent in, nor have I received one from the second bag that I sent inThe total that you owe me for both bags is $If you will submit a check to me immediately, I will consider this case closed and will not mention you againBut please don't think that by sending me a check for $will make up for the cost of all the clothing that I sent to youIt won't, but I will accept it and consider this matter as a hard lesson learned
Hi [redacted] , In reviewing your information, I can confirm that you contacted our Customer Service team about this concern on April 3rdSince then, many of our agents had been in contact with you to address the complications you experienced with submitting an order on our site On April 6th, one of our agents confirmed for you that there was an issue with the credit card information you attempted to use on our siteTo protect your privacy, I will not disclose specifics about the credit card you attempted to use in my replyHowever, I can confirm that one of your payment methods was declined times between April 2nd and April 9thAnother payment method was declined times on April 6th, and a final form of payment was declined once on April 6th Due to the excessive credit card declines, our website blocked your credit card payments from going through for security purposesOur advisors shared this information with you, and instructed you to complete your purchases using another payment partner ( [redacted] or [redacted] )These security blocks on credit cards typically clear within to business days, so long as there are no additional attempts to use a credit card to complete a purchase I hope this information helps to clarify the issues you experienced, and we thank you for being a loyal thredUP customer Best, [redacted] thredUP Customer Service
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Hi ***, Thank you for expressing your concernsI would be happy to look in to this for you but we have no records of the email address or account information that you providedIf you follow up with the email address or bag number I would be happy to look in to this for you Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Hi [redacted] , Thank you for expressing your concernsI am not seeing an order return initiated for the order placed on 7/and without additional information on what you are seeing as far as the amount not being refunded, it is hard to say exactly what happened here We do issue a full refund for the amount paid for each itemI do see that a 40% discount was used on this order so this means that if an item cost $10, you paid $after the 40% discountThe $is what we would refund if this item was returned Unfortunately we can not issue a refund in an amount more than was paidI hope this helpsIf this does not fully answer your question or concern, please let me know Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Hi ***, Thank you for expressing your concerns and I am sorry to hear that the processing of your bag did not meet your expectationsWe do admittedly have strict standards as outlined in our quality standards in the link below: What can I send? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ It does look as though there were a few items that were brands we do not accept and that there were also some that did not meet quality standards We do take photos of every item that comes though at the time of processingBelow are photos of a couple of items taken at the time of processing that visibly show the stains and/or holes referenced in the support ticketIf you click on the photo it will zoom making it easier to find what the processor is noting https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg - has a stain on the skirt appxinches from the bottom button seam We do our best to accept every item that we can from every bag, unfortunately because we guarantee every item on the site, each item does need to meet our quality standardsI'm sorry that we could not accept more items from your bag Please let me know if you have any other questions Best, [redacted]