Hi [redacted] I am sorry to hear of your disappointment I double checked, and it does appear that you were paid out appropriately based on the Payout Estimator and the Payout Chart which I shared with you in my last message Any articles of clothing that you were not paid out for were not in a condition that we could sell Best, [redacted] Customer Service Supervisor thredUP
Hi [redacted] , In reviewing your contacts with thredUP, I can confirm that you were provided with a payment on March 16, for the boots you sent in bag # [redacted] At the time your bag was processed, the items you sent were determined to not meet our quality or acceptance standards These standards can be found via a link in the FAQs on our Clean Out page where clean out kits are ordered: [redacted] Additionally, Return Assurance is offered for customers who wish to have their unaccepted items returned back to them once their bag is processed for a service feeIf this option is not selected, items that are not accepted for sale are responsibly recycled or donatedMore details on our Return Assurance service can be found via a link in the FAQs on our Clean Out page where clean out kits are ordered: [redacted] Since Return Assurance was not selected for bag # [redacted] , the unaccepted items were not returned I can confirm that you engaged with our Customer Service team via Facebook on March 16, Given that this was your first clean out experience with thredUP, a payment for the unaccepted boots was added to your account as an accommodationWe hope this resolution meets your expectations, and I hope that the information provided helps to clarify the situation Best, [redacted] thredUP Customer Service
I've had repeated issues with ThredUp's poor communication The first occurred when they changed their return policy (from days to 15) without making the change apparent to returning customers More recently, I ran into an issue with them removing items from my chart prior to the published timeframe listed on their website (hours) When I contacted the company, they responded this was due to a distribution center change that items would no longer be available to me Due to the nature of online consignment stores, there was no means to remedy the issue I've had too many frustrations with this company to continue giving them both my time and business
Hi ***, Because we receive and process upwards of 13,bags per week, it is not uncommon for us to receive the same item from multiple bags if the item is from a mainstream designer such as [redacted] , etcWe keep detailed records of when each item was received and processedI am sorry that we were unable to accept the black [redacted] sweater We stand behind the processing of this bag Best, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ Hi [redacted] , We apologize for this horrible mix upWe were able to recover your ordered items and reshipped them yesterdayThey should be delivered today at any moment One of our support members has followed up with you! Thank you for your time and patience with us while we took care of this! [redacted] P Customer Service Manager thredUP, Inc
Initial Business Response / [redacted] (1000, 5, 2015/02/26) */ Hi [redacted] , Thank you for expressing your concernsUnfortunately we do not send checks but it does look as though you have had a cash balance available to cash out through paypal for several monthsYou are welcome to cash out at any time by visiting http://www.thredup.com/bags and clicking on the cash out buttonIt will walk you through transferring the funds to your paypal account We do not accept jewelry which is why the earrings could not be acceptedI apologize if you only received on earring backI have added $to your payout to compensate you for the pair Please let me know if you have any other questions or concerns Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't have a pay pal account, could I just use the cash to purchase some thing? Final Business Response / [redacted] (4000, 9, 2015/03/27) */ Hi [redacted] , You are welcome to use the credit to purchase items however if you prefer to cash out, creating a paypal account is easyYou can create an account in the link below: https://www.paypal.com/signup/account You are welcome to do whichever is most convenient for you Best, [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/05/13) */ Hi ***, Thank you for expressing your concerns and I am sorry that your clean out experience did not meet your expectationsIt does look as though you sent another bag previously that had an excellent payout We did offer a promotion for several months where we offered a 100% payout on all handbags that were accepted and we thank you for participating This promotion offered a 100% payout for all handbags that we received and met our admittedly strict guidelines for handbagsOur handbag team individually reviews each handbag for authenticity and qualityBecause our buying members have high expectations on the quality of items they purchase from us and because we guarantee the quality of each item our team does thoroughly review each item to ensure that it meets all of our standardsI have placed a link below for your review but in short, the item must contain no rips, tears, stains or signs of excessive wear http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-for-Han...⇄ It was found at the time of processing that the Pour La Victoire Bag you referenced did have a small tear in a highly visible area that prevented us from accepting the itemHad it not been for the tear it would have met our quality standards as outlined in the link above We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted into 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 after the bag is processed 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/bagsThis is also mentioned in the materials that we provide with every clean out bag that is sent out as a reminder to opt your bag in to return assurance, especially if you are sending designer items Unfortunately because this bag was not opted in to return assurance we can not return the items For future bags we do recommend opting in to return assurance just in case we are unable to accept an item Please let me know if you have any other concerns
Hi [redacted] , Thank you for expressing your concerns and I am sorry that the return assurance bag was not locatedI am happy to address the concern regarding our payoutsWe believe that transparency in what can be earned is very importantFor this reason, we provide the payout estimator on the cleanout pages where bags are requested so that our customers can review potential payouts to see if we are a good fit for their needsThe link to review the payout estimator is [redacted] Reviewing the support ticket, it does look as though the support representative provided a payout for the items not received back as well as a breakdown of what was paid per itemThese amounts were in line with the disclosed payouts on the payout estimator to make sure that, in good faith, a payout was provided for these items in an amount that would have been paid had they been accepted I'm sorry that the cleanout experience did not meet your expectations 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]
While the selection and pricing for shopping is fine and I've been happy with purchases, I will not be frequenting this site any longer as I'm fairly convinced their buying process is a scam Customers send in "clean out bags" full of items, which are appraised by their "experts." I'm convinced that the purpose of this appraisal process is to ensure that less of the bag is selected than will make up the shipping costs, so that ThredUp never has to actually pay outCase in point--I sent in two bags Both were name-brand children's clothing in VERY good condition I carefully selected ONLY name-brand, undamaged, unfaded, good quality clothing There should not have been many rejects However....Bag one: most of the bag was taken, and the payout amount was slightly over the shipping charge Bag two: MORE clothes in this bag from MORE desirable brands, and FEWER items were taken, resulting in my payout not making up the shipping charge--and then the (miniscule) balance from the previous bag was deducted We're talking bags full of clothing that one could reasonably expect to make $20-$consigning locally making $4-$on this site, eaten up by their shipping charges Note: They also recently raised their shipping chargeI'm convinced that their "buying" practices are in fact intended only for them to obtain VERY low-cost goods to resell (at significantly inflated prices from what they give their customers--much greater difference than local consigning), as they DO NOT pay out a fair amount on your bagI wouldn't be surprised if their "experts" were trained to reject enough of a bag to ensure that payouts (and diminished returns for the company) don't happenI was willing to give it a shot, and didn't expect the level of return that consigning locally or selling myself would yield, but I was shocked by how bad this wasDO NOT sell with this company, and if you don't approve of their practices, don't buy from them, either
Initial Business Response / [redacted] (1000, 5, 2015/03/27) */ Hi ***, Thank you for expressing your concernsI am not finding an account under the email address that you providedIf you could please provide your account information we would be happy to look in to this for you Best, [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 expectations. I 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 bag. While sending a brand that we accept is important, there are other factors that we have to consider for each item. For example, each item needs to be free of flaws like pilling and stains. We also take in to consideration style and the ability to resell. This 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 process. One of those factors is the supply and demand brand, color, style, and category. We are constantly evaluating past and future styles that are listed on thredUP. As 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 returned. We 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 Center. Under the Return Assurance program, we will return items that we do not accept (unless the entire bag cannot be accepted) for a fee of $12.99. 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 to. BUT, I also know what I sent in and I CAREFULLY selected and double checked your current list of acceptable brands. I CAREFULLY checked each item in a bright light on a flat surface to ensure that I was sending in quality items. And I know that one particular dress was very trendy. Since 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 wrong. But, after this, I see MANY NEGATIVE REVIEWS ARE TOTALLY UNDERSTANDABLE AND SHOULD BE HIGHER IN NUMBERS. No, I don't accept this. I want my items returned. The constant emails about items that have sold and the money you are making off me is a slap in the face. I am an honest seller and was expecting honesty in return. Something 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 disappointment. It 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 accepted. I have placed below a couple of examples of items that we could not accept for quality. If 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 bag. If 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 are. We 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. We do stand behind the reasonings for not accepting more items from all of the bags mentioned. Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/15) */ Hi [redacted] , Thank you for reaching out and I am sorry that the payout of your bag fell short of your expectationsReviewing the payout of your bag it does look as though the items accepted did payout within the ranges disclosed in our FAQ section below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ Reading over your customer support ticket it looks as though you were mostly concerned about the pricing of the Max Studio dress that was in your bag It does look as though the item, while new with tag, did have a clearance sticker in the amount of $on itAs you can imagine it would be disconcerting for a buyer to receive an item purchased online in our discounted shop that has a price tag showing it was originally purchased for less For this reason, when we receive a new with tag item our policy is to have the processor use the lowest price on the tag for the original price noted and we reduce off of that amountThis is in an effort to be fully transparent with our buyers As for the other items not accepted, it does look as though there were some that could not be accepted due to either some quality issues and two because they did not have a size tag for us to be able to itemize it properly on the site For example, the shirt below is a brand we love however we could not accept it due to the staining and discoloration towards the bottomThis is the photo that was taken at the time of processing: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg 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, 7, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $return assurance program is a high price to pay in advance when one doesn't even know what items are to be returned and if it is actually worth it The items I sent were clean and in good conditionapparently I missed one condition issue with that shirt, but I sent in a lot of items As I previously stated, I made sure that they were all on your list of brands that you buy before I sent them The MaxStudio dress was not a full price dress, but it was still in perfect brand new condition The payout amounts you list on your site do not add upYour system is extremely biased towards your end of the transactionThere is no way I can accurately estimate what the payout amounts will be because while there are price ranges listed on the site for each type of item, it still seems somewhat arbitrary and skewed toward the very lowest payout amount in every instance I would have known that ahead of time if I had done a few seconds worth of research into your company's business practices - there are hundreds, if not thousands, of complaints online that all say the same thing I'm saying Final Business Response / [redacted] (4000, 9, 2015/06/01) */ Hi [redacted] , Thank you for following upThe $return assurance fee is deducted from your payout after the bag is processed if there are items to be returnedIf all items are accepted, no fee is deductedWe do not require the fee to be paid upfront I am sorry again to hear about your disappointmentWe do stand behind the pricing of clearance items as stated Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are "sorry again" - that is not resolution The company's business practices are overwhelmingly skewed in their favor and their payouts do not match the listed payout amount on their site I should have read the hundreds of bad reviews before using their service!
Initial Business Response / [redacted] (1000, 5, 2014/03/07) */ Hi ***, Thank you for expressing your concerns and I apologize for the shipping mishaps with your bagIn reviewing customer support tickets, it does look as though this has since been resolved I hope you have a super dayPlease let me know if you have any other questions or concerns [redacted]
Hi [redacted] , The last refund that you sent us was RMA#: [redacted] from Order # [redacted] You sent this return to us on 03/12/We received it and processed it on 03/22/You were credited $in thredUP store credits, the method of refund that you choseYou then used this credit to pay for Order # [redacted] on 04/26/ I hope you find this information helpful Best, [redacted] Customer Service Supervisor thredUP
Hi [redacted] In 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 In researching your situation, I see that you were assisted by a member of our Customer Service team and they were able to address your concerns on 03/21/18, when you initially wrote to us regarding your payout I also reviewed the items that you sent in and I see that the payout you received is in direct correlation to the Payout Estimator and the Payout Chart that are found on our websiteWe provide these tools to give customers as much transparency as possible regarding their potential payouts Our Payout Estimator can be found on our website here: [redacted] Our Payout Chart can be found on our website in the FAQ article entitled “How much will I earn for my clothing?”: [redacted] I am sorry to hear that you are experiencing issues with you prepaid Visa cardPlease make sure the card has been activated before being able to swipe it, with or without a pinOnce it is activated, you can swipe it as credit to avoid using a pin numberFor issues with the activation, you will need to follow up with Blackhawk Customer Support, as they have your card information, and may be able to activate it over the phone for you Their number is [redacted] , or you can activate the card online by visiting [redacted] If you choose to call, I recommend pressing to interrupt the voice machine to go straight to customer supportYou may have to press several times before the machine says something like, "we will transfer you over to a customer service rep." Once that's done, they should be able to help you get your card setup I am sorry that I am not able to provide more help regarding this card activationOnce a card is issued we do not have your personal information that is neededFor your security, they request you contact them regarding these issues I hope you find this information helpfulPlease, let me know if you are still unable to activate the card and we will find another solution Best, [redacted] Customer Service Supervisor thredUP
Beware when using ThredUp! Their policy changes on a whim, and they DO NOT HONOR their commitments. Instead of offering the pricing structure active when I had ordered my first sell bag, they defaulted to the new pricing structure. I was disappointed, but not willing to shell out the money from my own pocket to have the items returned to me, so I accepted their lower than expected offer. Another example is their groups program. Just two weeks after I set up a six-week fundraiser (mind you it takes a week to get your bag, 1-2 weeks for ThredUp to receive it and another 2-4 weeks to process it, plus 14 days to have an available $$, they CLOSED the groups option. No warning, The email I got said 'Groups is now closed. You have 10 days to get outstanding bags received and less than 2 weeks to cash out (IMPOSSIBLE!). I had to turn people away from our fundraiser as a result. It took ThredUp 2 weeks and 3 emails to respond to me, and I'm still not sure if my groups will get our $.
Complaint: [redacted] I am rejecting this response because:this screenshot of what was on their app when I sent in my package proves that it says we can get items back! I want my iteme back or money for my items which were worth well over $ [redacted] ***
Hi [redacted] In 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 met I reviewed the items that you sent in and I see that the payout you received is in direct correlation to the Payout Estimator and the Payout Chart that are found on our websiteWe provide these tools to give customers as much transparency as possible regarding their potential payoutsOur Payout Estimator can be found on our website here: [redacted] Our Payout Chart can be found on our website in the FAQ article entitled “How much will I earn for my clothing?”: [redacted] I also noticed that you have a few items accepted on consignmentAs the seller, you have the ability to adjust the prices on your consignment itemsThis can directly affect your potential payout for these itemsYou can find information on how to adjust the selling price of your consignment items on our website in the FAQ article entitled “How do I adjust the selling price of my consignment item?”: [redacted] The reason why we could not accept more items from you is because they were not in a condition that we could sell on our siteRegrettably, because you did not opt into Return Assurance, these items have already been sorted with the rest of the unaccepted items and are being responsibly recycledThere is no way for us to retrieve these items When you start the process of ordering a bag, we offer options, one of which is an option for you to order a standard payout bag with Return AssuranceWith Return Assurance, you pay a fee to have your unaccepted items sent back to youThis must be added to the bag prior to it being received and processed at our distribution centerMore information about Return Assurance can be found on our website in the FAQ article entitled “Return Assurance”: [redacted] I hope you find this information helpful Best, [redacted] Customer Service Supervisor thredUP
Hi [redacted] I am sorry to hear of your disappointment I double checked, and it does appear that you were paid out appropriately based on the Payout Estimator and the Payout Chart which I shared with you in my last message Any articles of clothing that you were not paid out for were not in a condition that we could sell Best, [redacted] Customer Service Supervisor thredUP
Hi [redacted] , In reviewing your contacts with thredUP, I can confirm that you were provided with a payment on March 16, for the boots you sent in bag # [redacted] At the time your bag was processed, the items you sent were determined to not meet our quality or acceptance standards These standards can be found via a link in the FAQs on our Clean Out page where clean out kits are ordered: [redacted] Additionally, Return Assurance is offered for customers who wish to have their unaccepted items returned back to them once their bag is processed for a service feeIf this option is not selected, items that are not accepted for sale are responsibly recycled or donatedMore details on our Return Assurance service can be found via a link in the FAQs on our Clean Out page where clean out kits are ordered: [redacted] Since Return Assurance was not selected for bag # [redacted] , the unaccepted items were not returned I can confirm that you engaged with our Customer Service team via Facebook on March 16, Given that this was your first clean out experience with thredUP, a payment for the unaccepted boots was added to your account as an accommodationWe hope this resolution meets your expectations, and I hope that the information provided helps to clarify the situation Best, [redacted] thredUP Customer Service
I've had repeated issues with ThredUp's poor communication The first occurred when they changed their return policy (from days to 15) without making the change apparent to returning customers More recently, I ran into an issue with them removing items from my chart prior to the published timeframe listed on their website (hours) When I contacted the company, they responded this was due to a distribution center change that items would no longer be available to me Due to the nature of online consignment stores, there was no means to remedy the issue I've had too many frustrations with this company to continue giving them both my time and business
Hi ***, Because we receive and process upwards of 13,bags per week, it is not uncommon for us to receive the same item from multiple bags if the item is from a mainstream designer such as [redacted] , etcWe keep detailed records of when each item was received and processedI am sorry that we were unable to accept the black [redacted] sweater We stand behind the processing of this bag Best, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ Hi [redacted] , We apologize for this horrible mix upWe were able to recover your ordered items and reshipped them yesterdayThey should be delivered today at any moment One of our support members has followed up with you! Thank you for your time and patience with us while we took care of this! [redacted] P Customer Service Manager thredUP, Inc
Initial Business Response / [redacted] (1000, 5, 2015/02/26) */ Hi [redacted] , Thank you for expressing your concernsUnfortunately we do not send checks but it does look as though you have had a cash balance available to cash out through paypal for several monthsYou are welcome to cash out at any time by visiting http://www.thredup.com/bags and clicking on the cash out buttonIt will walk you through transferring the funds to your paypal account We do not accept jewelry which is why the earrings could not be acceptedI apologize if you only received on earring backI have added $to your payout to compensate you for the pair Please let me know if you have any other questions or concerns Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't have a pay pal account, could I just use the cash to purchase some thing? Final Business Response / [redacted] (4000, 9, 2015/03/27) */ Hi [redacted] , You are welcome to use the credit to purchase items however if you prefer to cash out, creating a paypal account is easyYou can create an account in the link below: https://www.paypal.com/signup/account You are welcome to do whichever is most convenient for you Best, [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/05/13) */ Hi ***, Thank you for expressing your concerns and I am sorry that your clean out experience did not meet your expectationsIt does look as though you sent another bag previously that had an excellent payout We did offer a promotion for several months where we offered a 100% payout on all handbags that were accepted and we thank you for participating This promotion offered a 100% payout for all handbags that we received and met our admittedly strict guidelines for handbagsOur handbag team individually reviews each handbag for authenticity and qualityBecause our buying members have high expectations on the quality of items they purchase from us and because we guarantee the quality of each item our team does thoroughly review each item to ensure that it meets all of our standardsI have placed a link below for your review but in short, the item must contain no rips, tears, stains or signs of excessive wear http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-for-Han...⇄ It was found at the time of processing that the Pour La Victoire Bag you referenced did have a small tear in a highly visible area that prevented us from accepting the itemHad it not been for the tear it would have met our quality standards as outlined in the link above We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted into 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 after the bag is processed 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/bagsThis is also mentioned in the materials that we provide with every clean out bag that is sent out as a reminder to opt your bag in to return assurance, especially if you are sending designer items Unfortunately because this bag was not opted in to return assurance we can not return the items For future bags we do recommend opting in to return assurance just in case we are unable to accept an item Please let me know if you have any other concerns
Hi [redacted] , Thank you for expressing your concerns and I am sorry that the return assurance bag was not locatedI am happy to address the concern regarding our payoutsWe believe that transparency in what can be earned is very importantFor this reason, we provide the payout estimator on the cleanout pages where bags are requested so that our customers can review potential payouts to see if we are a good fit for their needsThe link to review the payout estimator is [redacted] Reviewing the support ticket, it does look as though the support representative provided a payout for the items not received back as well as a breakdown of what was paid per itemThese amounts were in line with the disclosed payouts on the payout estimator to make sure that, in good faith, a payout was provided for these items in an amount that would have been paid had they been accepted I'm sorry that the cleanout experience did not meet your expectations 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]
While the selection and pricing for shopping is fine and I've been happy with purchases, I will not be frequenting this site any longer as I'm fairly convinced their buying process is a scam Customers send in "clean out bags" full of items, which are appraised by their "experts." I'm convinced that the purpose of this appraisal process is to ensure that less of the bag is selected than will make up the shipping costs, so that ThredUp never has to actually pay outCase in point--I sent in two bags Both were name-brand children's clothing in VERY good condition I carefully selected ONLY name-brand, undamaged, unfaded, good quality clothing There should not have been many rejects However....Bag one: most of the bag was taken, and the payout amount was slightly over the shipping charge Bag two: MORE clothes in this bag from MORE desirable brands, and FEWER items were taken, resulting in my payout not making up the shipping charge--and then the (miniscule) balance from the previous bag was deducted We're talking bags full of clothing that one could reasonably expect to make $20-$consigning locally making $4-$on this site, eaten up by their shipping charges Note: They also recently raised their shipping chargeI'm convinced that their "buying" practices are in fact intended only for them to obtain VERY low-cost goods to resell (at significantly inflated prices from what they give their customers--much greater difference than local consigning), as they DO NOT pay out a fair amount on your bagI wouldn't be surprised if their "experts" were trained to reject enough of a bag to ensure that payouts (and diminished returns for the company) don't happenI was willing to give it a shot, and didn't expect the level of return that consigning locally or selling myself would yield, but I was shocked by how bad this wasDO NOT sell with this company, and if you don't approve of their practices, don't buy from them, either
Initial Business Response / [redacted] (1000, 5, 2015/03/27) */ Hi ***, Thank you for expressing your concernsI am not finding an account under the email address that you providedIf you could please provide your account information we would be happy to look in to this for you Best, [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 expectations. I 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 bag. While sending a brand that we accept is important, there are other factors that we have to consider for each item. For example, each item needs to be free of flaws like pilling and stains. We also take in to consideration style and the ability to resell. This 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 process. One of those factors is the supply and demand brand, color, style, and category. We are constantly evaluating past and future styles that are listed on thredUP. As 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 returned. We 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 Center. Under the Return Assurance program, we will return items that we do not accept (unless the entire bag cannot be accepted) for a fee of $12.99. 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 to. BUT, I also know what I sent in and I CAREFULLY selected and double checked your current list of acceptable brands. I CAREFULLY checked each item in a bright light on a flat surface to ensure that I was sending in quality items. And I know that one particular dress was very trendy. Since 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 wrong. But, after this, I see MANY NEGATIVE REVIEWS ARE TOTALLY UNDERSTANDABLE AND SHOULD BE HIGHER IN NUMBERS. No, I don't accept this. I want my items returned. The constant emails about items that have sold and the money you are making off me is a slap in the face. I am an honest seller and was expecting honesty in return. Something 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 disappointment. It 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 accepted. I have placed below a couple of examples of items that we could not accept for quality. If 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 bag. If 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 are. We 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. We do stand behind the reasonings for not accepting more items from all of the bags mentioned. Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/15) */ Hi [redacted] , Thank you for reaching out and I am sorry that the payout of your bag fell short of your expectationsReviewing the payout of your bag it does look as though the items accepted did payout within the ranges disclosed in our FAQ section below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ Reading over your customer support ticket it looks as though you were mostly concerned about the pricing of the Max Studio dress that was in your bag It does look as though the item, while new with tag, did have a clearance sticker in the amount of $on itAs you can imagine it would be disconcerting for a buyer to receive an item purchased online in our discounted shop that has a price tag showing it was originally purchased for less For this reason, when we receive a new with tag item our policy is to have the processor use the lowest price on the tag for the original price noted and we reduce off of that amountThis is in an effort to be fully transparent with our buyers As for the other items not accepted, it does look as though there were some that could not be accepted due to either some quality issues and two because they did not have a size tag for us to be able to itemize it properly on the site For example, the shirt below is a brand we love however we could not accept it due to the staining and discoloration towards the bottomThis is the photo that was taken at the time of processing: http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg 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, 7, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $return assurance program is a high price to pay in advance when one doesn't even know what items are to be returned and if it is actually worth it The items I sent were clean and in good conditionapparently I missed one condition issue with that shirt, but I sent in a lot of items As I previously stated, I made sure that they were all on your list of brands that you buy before I sent them The MaxStudio dress was not a full price dress, but it was still in perfect brand new condition The payout amounts you list on your site do not add upYour system is extremely biased towards your end of the transactionThere is no way I can accurately estimate what the payout amounts will be because while there are price ranges listed on the site for each type of item, it still seems somewhat arbitrary and skewed toward the very lowest payout amount in every instance I would have known that ahead of time if I had done a few seconds worth of research into your company's business practices - there are hundreds, if not thousands, of complaints online that all say the same thing I'm saying Final Business Response / [redacted] (4000, 9, 2015/06/01) */ Hi [redacted] , Thank you for following upThe $return assurance fee is deducted from your payout after the bag is processed if there are items to be returnedIf all items are accepted, no fee is deductedWe do not require the fee to be paid upfront I am sorry again to hear about your disappointmentWe do stand behind the pricing of clearance items as stated Best, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are "sorry again" - that is not resolution The company's business practices are overwhelmingly skewed in their favor and their payouts do not match the listed payout amount on their site I should have read the hundreds of bad reviews before using their service!
Initial Business Response / [redacted] (1000, 5, 2014/03/07) */ Hi ***, Thank you for expressing your concerns and I apologize for the shipping mishaps with your bagIn reviewing customer support tickets, it does look as though this has since been resolved I hope you have a super dayPlease let me know if you have any other questions or concerns [redacted]
Hi [redacted] , The last refund that you sent us was RMA#: [redacted] from Order # [redacted] You sent this return to us on 03/12/We received it and processed it on 03/22/You were credited $in thredUP store credits, the method of refund that you choseYou then used this credit to pay for Order # [redacted] on 04/26/ I hope you find this information helpful Best, [redacted] Customer Service Supervisor thredUP
Hi [redacted] In 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 In researching your situation, I see that you were assisted by a member of our Customer Service team and they were able to address your concerns on 03/21/18, when you initially wrote to us regarding your payout I also reviewed the items that you sent in and I see that the payout you received is in direct correlation to the Payout Estimator and the Payout Chart that are found on our websiteWe provide these tools to give customers as much transparency as possible regarding their potential payouts Our Payout Estimator can be found on our website here: [redacted] Our Payout Chart can be found on our website in the FAQ article entitled “How much will I earn for my clothing?”: [redacted] I am sorry to hear that you are experiencing issues with you prepaid Visa cardPlease make sure the card has been activated before being able to swipe it, with or without a pinOnce it is activated, you can swipe it as credit to avoid using a pin numberFor issues with the activation, you will need to follow up with Blackhawk Customer Support, as they have your card information, and may be able to activate it over the phone for you Their number is [redacted] , or you can activate the card online by visiting [redacted] If you choose to call, I recommend pressing to interrupt the voice machine to go straight to customer supportYou may have to press several times before the machine says something like, "we will transfer you over to a customer service rep." Once that's done, they should be able to help you get your card setup I am sorry that I am not able to provide more help regarding this card activationOnce a card is issued we do not have your personal information that is neededFor your security, they request you contact them regarding these issues I hope you find this information helpfulPlease, let me know if you are still unable to activate the card and we will find another solution Best, [redacted] Customer Service Supervisor thredUP
Beware when using ThredUp! Their policy changes on a whim, and they DO NOT HONOR their commitments. Instead of offering the pricing structure active when I had ordered my first sell bag, they defaulted to the new pricing structure. I was disappointed, but not willing to shell out the money from my own pocket to have the items returned to me, so I accepted their lower than expected offer. Another example is their groups program. Just two weeks after I set up a six-week fundraiser (mind you it takes a week to get your bag, 1-2 weeks for ThredUp to receive it and another 2-4 weeks to process it, plus 14 days to have an available $$, they CLOSED the groups option. No warning, The email I got said 'Groups is now closed. You have 10 days to get outstanding bags received and less than 2 weeks to cash out (IMPOSSIBLE!). I had to turn people away from our fundraiser as a result. It took ThredUp 2 weeks and 3 emails to respond to me, and I'm still not sure if my groups will get our $.
Complaint: [redacted] I am rejecting this response because:this screenshot of what was on their app when I sent in my package proves that it says we can get items back! I want my iteme back or money for my items which were worth well over $ [redacted] ***
Hi [redacted] In 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 met I reviewed the items that you sent in and I see that the payout you received is in direct correlation to the Payout Estimator and the Payout Chart that are found on our websiteWe provide these tools to give customers as much transparency as possible regarding their potential payoutsOur Payout Estimator can be found on our website here: [redacted] Our Payout Chart can be found on our website in the FAQ article entitled “How much will I earn for my clothing?”: [redacted] I also noticed that you have a few items accepted on consignmentAs the seller, you have the ability to adjust the prices on your consignment itemsThis can directly affect your potential payout for these itemsYou can find information on how to adjust the selling price of your consignment items on our website in the FAQ article entitled “How do I adjust the selling price of my consignment item?”: [redacted] The reason why we could not accept more items from you is because they were not in a condition that we could sell on our siteRegrettably, because you did not opt into Return Assurance, these items have already been sorted with the rest of the unaccepted items and are being responsibly recycledThere is no way for us to retrieve these items When you start the process of ordering a bag, we offer options, one of which is an option for you to order a standard payout bag with Return AssuranceWith Return Assurance, you pay a fee to have your unaccepted items sent back to youThis must be added to the bag prior to it being received and processed at our distribution centerMore information about Return Assurance can be found on our website in the FAQ article entitled “Return Assurance”: [redacted] I hope you find this information helpful Best, [redacted] Customer Service Supervisor thredUP