I feel like this is a sneaky company I will give them credit with the free shipping to and from along with the generous size of the bag That is the only good thing I can sayThey charge $if you want your rejected items returned, which I opted out of, but was still charged a $fee for them to RECYCLE my rejected items! The payout you do receive is ridiculous The items they accepted were listed on their site for over $ I received $and then had the $fee removedI've never purchased from them so I cannot review that, but I HIGHLY recommend anyone from sending your clothes to this companyYou're better off having a yard sale
Complaint: [redacted] I am rejecting this response because: I have NOT received any proof or folldocumentation that confirms that this bag in question was indeed ordered by ME as a donation option only This is because, it was NOT As previously provided as an attachment, you will see that I received communication from ThredUp asking me to respond via email if my intention was to NOT donate the bag I responded to the request stating that "NO, I did not intend to donate the bag" Which is also indicated by the option I selected on their website that offered me the return assuranceI should not be held financially accountable for the Company's mistakes Because of these breach's in the service agreement that ThredUp offered and entered into when they took ownership of my items, there should be an joint agreement on the payout from ThredUpThredUp merely selected an amount they felt comfortable with, and did not take into account the specific items that they discarded by error In this case, the process was not followed as admitted by the response from ThredUp because of obvious errors in their process I am asking for a fair value amount for the items that were either stolen or donated in error based on the Company's negligence and mistakes Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/06) */ Hi ***, I am not finding any members in our database with the mailing address or email address that you have providedIf you have placed an order with us please provide us with an accurate email address or mailing address Best, [redacted]
We stand behind the processing of the bag and our policies around reclaiming consignment items onlyWe do not have on the site that upfront payout items can be requested back within days Best, [redacted]
Hi ***, Thank you for expressing your concerns and I am sorry that the cleanout process did not meet your expectationsI do see that you opted into return assurance to receive back any items that we could not acceptBetween this fee of $and the fee that was agreed upon when requesting the bag, this did deduct quite a bit from your payoutI see that one of our customer service representatives reversed one of these fees for you and the balance is available to cash out at your convenience As for the amount paid out for the items, it looks as though the items accepted from your bag did payout within the ranges provided on our payout estimator that is on the cleanout pagesIn an effort to be fully transparent, we disclose the potential earnings of any given item so that our customers can decide if we are the best fit for their needs prior to sending a bagThe payout estimator can be found at [redacted] as well as in our help center I'm sorry again that the cleanout process did not meet your expectations Best, [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 metCreating a great customer experience and delivering excellent customer service a top priority 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 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] As I understand that this is your first time cleaning out with us, I have added an additional payout credit to you accountYou may cash this out at your earliest convenience through PayPal or a prepaid Visa card In the future, you are welcome to email us at [redacted] so that we may address any questions or concerns you might have Best, [redacted] Customer Service Supervisor thredUP
Hi Lisa, Thank you for expressing your concernsWe did start implementing a bag fee as of summer of These fees are disclosed at the time the bag is requested and may change from time to timeThank you for the feedback on the bag feeAt this time, the bag fee remains in place Best, [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 metCreating a great customer experience and delivering excellent customer service a top priority I see that your situation was escalated to our Customer Service Management Team and they have spoken with you regarding your situation As they shared with you, we have confirmed that you ordered Bag # [redacted] on 01/25/as a donation bag, and chose all proceeds of the bag to be donated to the [redacted] There is no other way possible for a bag to be ordered as a donation bag other than the customer choosing this option and the charity recipient themselvesAdditionally, when ordering a donation bag on our site you are required to acknowledge you will receive zero compensation for the bag before you can actually place the order We understand that mistakes happen, and that is why we issued you a courtesy payout for your bag Best, [redacted] Customer Service Supervisor thredUP
Initial Business Response / [redacted] (1000, 9, 2015/06/17) */ Hi ***, Thank you for expressing your concerns and I am sorry that we could not accept some of your designer items We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted in to prior to us receiving the bagWe try hard to make option in to return assurance as easy as possibleThis is offered and highly recommended when you request the bag, especially when sending designer itemsIf return assurance is not requested for a bag when it starts processing, the items that can not be accepted are immediately separated from those that areWe do not hold on to these items and they are distributed among organizations that find homes for them Return assurance can be requested at the time of ordering a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags Unfortunately because this bag was not opted in to return assurance we can not return the items As far as why we could not accept the items, the designer items that you reference were found to be styles that are not in high demand or not a current trendWe do mention this in our quality standards and in a separate FAQ that provides more detailI have placed the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ Unfortunately we can not pay for items that can not be accepted or are found to not be resellable I'm sorry that the processing of your bag did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/23) */ [redacted] consumer indicated he/she DID NOT accept the response from the business.) The items were grand new, most with tagsThere was a brand new Versace wallet that is classic and on "trend"They're first response about not accepting the brand new Gucci and prada pants was that they don't accept pantsNow it's that they aren't on trendThis is a scamThey take your high end items and resell them offlineThey make it impossible to get your items back and onoy offer this clause you order the bagI am considering pressing charges for theftIf anyone else should like to get a suit together please contact meI want to continue with this complaint Final Business Response / [redacted] (4000, 13, 2015/07/02) */ Hi ***, Our handbag specialist and her team hand select the handbags that will be listed on our site and there are several determining factors during the decision making processOne of those factors is the supply and demand of a handbag's brand, color, style, and categoryThe brands are some of our most popular brands and a favorite by many of our buyersHowever, it was determined that this specific style has not been as successful at being resold on thredUP compared to other styles we have listedSince our consignment time frame lasts only days, we are constantly evaluating past and future styles that are listed on thredUPAs we continue to understand the supply and demand for handbag brands and styles, we are learning to take a closer look at what styles our customer's want to purchase We stand by the reason of the items not being accepted Best, [redacted] Final Consumer Response / [redacted] (4200, 15, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want the complaint to continueThis company needs to be accountable for what they are doingThey should give you an option to get your items back when they decide they do not want themNot make you decide when you order a "bag" to send your stuff inI wasn't even sure what I was going to send in when I requested a bagIt is very shady, deceptive and at worst illegal
Hi [redacted] , Thank you for expressing your concerns and I am sorry that the cleanout process did not meet your expectationsWe do have admittedly strict quality standards for acceptanceI have reviewed the items not accepted from your bag and it does look as though we were unable to accept several items due to not meeting our standards, such as fading and some stainsThere were also a couple of undergarments, which we do not acceptI have attached a couple of screenshots for shirts from one of your bags as an example of why we would not accept an item with fading As for the amounts paid, we believe in transparency so we offer tools upfront for our customers to review the potential payouts for accepted itemsThis can be found on the cleanout pages at [redacted] and we have additional information in our FAQ help center at [redacted] It does look as though the items accepted from your bags were paid out within the amounts disclosedYou can view the items accepted within your account at [redacted] While we are happy to return any items that are not accepted, this does need to be requested prior to the bag being processedThis option can be chosen at the time you request the bag as well as any time prior to sending the bag within your bag history page in your accountUnfortunately, it looks as though you chose to have have the items returned when requesting a bagDue to this, we no longer have the items to return I'm sorry again that the cleanout process did not meet your expectations Best, [redacted]
Hi [redacted] , Thank you for contacting usI am sorry to hear that you are disappointed with the payout of Bag [redacted] We understand how it can be frustrating when your expectations are not metWe strive to be as transparent as possible with regard to the potential payouts that one can receive from our serviceThis information can be found here: [redacted] In looking at Bag # [redacted] , I see one [redacted] top that you were paid $forPlease let me know if you were referring to different bag and share the bag number, I would be more than happy to look into it I also see that you have items on consignmentAs the seller, you have the power to adjust the prices of these items as you see fit by logging into your accountYou can also find more information on how to adjust the prices on your consignment listings in the ***e link mentioned above [redacted] I hope that you find this helpfulPlease let me know if we can assist further Best, [redacted] Customer Service Supervisor thredUP
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry that your cleanout experience did not meet your expectationsI did review your bag payout and it looks as though the items paid out as intended and disclosed in both our pricing calculator and based upon payout charts in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ Any item that is listed below $is paid out upfront and is not considered a consignment itemIt does look as though a couple of items fell within the 10% bracket but most paid out higher than the 10% based upon the information in the link below Unfortunately once items are on the site they can not be returned as referenced in this link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ I'm sorry again that the bag processing did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Did not offer a resolution to the issue and still refuse to return my personal propertyThis is theft Final Business Response / [redacted] (4000, 9, 2015/06/17) */ Hi [redacted] , Thank you for following upUnfortunately as mentioned in both our terms of use and in the link below we can not return items once they are accepted http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ Please let me know if you have any other questions Best, [redacted]
DON'T SELL THEM YOUR CLOTHES! It is much more cost-effective to buy and sell clothes locally--those businesses don't need to cover costs of shipping back and forth and often the people who buy and sell also maintain the stock in storage and on the floor so there is a much smaller staffThredUp has huge staff on both coasts and, therefore, need to generate a lot of income through the purchasing of used clothesIt's a lousy business model and the sellers are the ones who pay the price [redacted] recently gave them millionI don't know what they are doing with it since they are still gouging their sellersOne thing they can do with it as mentioned in the WSJ is "remain free from public scrutiny." In both their customer service messages on Facebook and their private emails to customers they praise themselves for their transparencyTransparency is a nice word, but it's not truthfulThere is no mention of why specific decisions are made not to take certain items, like a Fall dress worn once from a luxury label (I can get this explanation when I sell in person, so it's not a ridiculous request)And there is no reasoning provided as to why unworn clothes, still with labels or boxed from top children's clothes sellers would only pay out 10% The most money they offered for a payout was for a BLK DNM blazer they are going to list for As listed on their site, they mention it has a minor stain on it, but don't say whereI checked everything carefully before I sent it and didn't send anything stained which reminds me of other complaints of staff damaging clothingAs it is, if I were going to buy it, I'd at least want to see where the stain is as buyers are encouraged to show on eBay
This was my first time attempting to purchase from ThredUPI was so excited to purchase good quality clothing for my little girlHowever, the excitement was short livedWhen I went to checkout, I kept getting error messages telling me to check my web connectionHowever, that was fineI then later saw the charge from ThredUP on my credit card accountHowever, ThredUP was not acknowledging my orderI called my credit card company & they assured me the charge was approvedSo, I then started looking to contact customer service at ThredUPI found I could email them, but no phone number listed anywhere to speak to a live person I emailed customer service & got the initial standard email back, then nothingIn my initial email, I requested to get a phone number to speak with someone, but that request was ignoredI emailed them again & finally someone did email me back asking for a copy of the charge at my credit card company & telling me the charge had been declined by my credit card company I sent the copy, then no response from ThredUPThe next day, I emailed them another copy of the charge & warned them I'd be filing a dispute with my credit card companyNo response againActually no response from ThredUP at all since the initial responseAll this to state to beware when dealing with this companyTheir customer service sucks!!!
Hi [redacted] I apologize for any trouble or frustration In looking into your account, I see that you have unsubscribed from all emailsOn my end, I do not see that you have received any emails from us since March I have shared your concerns with our Email Marketing team to ensure that they make sure that there is no issue and you are removed from receiving emails from us Best, Sam Customer Service Supervisor thredUP
Hi ***, Thank you for expressing your concerns and I am sorry that the payout did not meet your expectationsI have reviewed the bag in question that was processed in November of last year, I did not see any customer support inquiries about the payout It looks as though we were able to accept items of the items in the bag, the other items could not be accepted due to them not meeting our admittedly strict quality assurance standardsI was able to review the amount earned for each item and it looks as though each item earned the amount disclosed on our payout estimator that can be found on the clean out pages at [redacted] After the bag was processed, a bag fee of $was deducted as disclosed when the bag was requested which is why the payout you see in your account was lowerThese bag fees can be viewed in the bag history of your account As a courtesy I have refunded the $bag fee to your accountReviewing the amount earned for each item, each item was paid out in an amount disclosed on our payout estimatorI am sorry that the cleanout process did not meet your expectations Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Hi [redacted] , Thank you for expressing your concernsThe shipping has been refunded to your source of payment Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The shipping was refunded
Initial Business Response / [redacted] (1000, 13, 2014/09/17) */ Hi ***, Thank you for expressing your concernsIt looks as though this has been resolved through customer service with a credit of $added to your payout Please let me know if you have any other questions Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 15, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told that my purse was mailed back to meWhen I did not receive it for many days later, I inquired into what the tracking number wasDays later, I received a response that my purse was lost and they credited my account for $for itPlease note that that purse retails for $and is a discontinued pattern with the Burberry companyI think ThredUp's customer service is the worst I have ever seen and am highly upset that I was lied to when told that it was mailed back to me and later found out it was lostSounds more like a lie and that someone stole my purse$does not even come close to what that purse would bring since they have purses for more than that with a lower retail price
Initial Business Response / [redacted] (1000, 8, 2015/03/13) */ Hi ***, Thank you for expressing your concerns and I am sorry to hear about your disappointment. Our records indicate that when you requested the bag you indicated that you did not want the items returned that could not be accepted... by not opting in to return assurance. The first thing that a processor will check is to see is if items that can not be accepted have been requested to be returned. If this is not indicated by opting in to return assurance the items that can not be accepted are not held aside to be sent back. Rather they are immediately separated from the items that are accepted and we can not gather these items after a bag is processed. Regretfully because the bag was not opted in to return assurance, we can not return these items. We are happy to return any items that are not accepted but this must be requested prior to us receiving the bag. Our buying members have a high expectation in regards to the quality of items that they purchase so our processors are admittedly very thorough in the items that we accept. Please let me know if you have any other questions. Best, [redacted]
I sent them a bag full of brand new items and some gently usedthey accepted items and only gave me those items were new and in great condition Knowing them, once they read this review, they will try to say my items weren't in a Condition that would reflect a bigger returnThey will sell my items for more than what they gave me forDon't sell your clothes or shoes to themThey sell for higher price than what they give you when they buy itThey are not legit
I feel like this is a sneaky company I will give them credit with the free shipping to and from along with the generous size of the bag That is the only good thing I can sayThey charge $if you want your rejected items returned, which I opted out of, but was still charged a $fee for them to RECYCLE my rejected items! The payout you do receive is ridiculous The items they accepted were listed on their site for over $ I received $and then had the $fee removedI've never purchased from them so I cannot review that, but I HIGHLY recommend anyone from sending your clothes to this companyYou're better off having a yard sale
Complaint: [redacted] I am rejecting this response because: I have NOT received any proof or folldocumentation that confirms that this bag in question was indeed ordered by ME as a donation option only This is because, it was NOT As previously provided as an attachment, you will see that I received communication from ThredUp asking me to respond via email if my intention was to NOT donate the bag I responded to the request stating that "NO, I did not intend to donate the bag" Which is also indicated by the option I selected on their website that offered me the return assuranceI should not be held financially accountable for the Company's mistakes Because of these breach's in the service agreement that ThredUp offered and entered into when they took ownership of my items, there should be an joint agreement on the payout from ThredUpThredUp merely selected an amount they felt comfortable with, and did not take into account the specific items that they discarded by error In this case, the process was not followed as admitted by the response from ThredUp because of obvious errors in their process I am asking for a fair value amount for the items that were either stolen or donated in error based on the Company's negligence and mistakes Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/06) */ Hi ***, I am not finding any members in our database with the mailing address or email address that you have providedIf you have placed an order with us please provide us with an accurate email address or mailing address Best, [redacted]
We stand behind the processing of the bag and our policies around reclaiming consignment items onlyWe do not have on the site that upfront payout items can be requested back within days Best, [redacted]
Hi ***, Thank you for expressing your concerns and I am sorry that the cleanout process did not meet your expectationsI do see that you opted into return assurance to receive back any items that we could not acceptBetween this fee of $and the fee that was agreed upon when requesting the bag, this did deduct quite a bit from your payoutI see that one of our customer service representatives reversed one of these fees for you and the balance is available to cash out at your convenience As for the amount paid out for the items, it looks as though the items accepted from your bag did payout within the ranges provided on our payout estimator that is on the cleanout pagesIn an effort to be fully transparent, we disclose the potential earnings of any given item so that our customers can decide if we are the best fit for their needs prior to sending a bagThe payout estimator can be found at [redacted] as well as in our help center I'm sorry again that the cleanout process did not meet your expectations Best, [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 metCreating a great customer experience and delivering excellent customer service a top priority 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 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] As I understand that this is your first time cleaning out with us, I have added an additional payout credit to you accountYou may cash this out at your earliest convenience through PayPal or a prepaid Visa card In the future, you are welcome to email us at [redacted] so that we may address any questions or concerns you might have Best, [redacted] Customer Service Supervisor thredUP
Hi Lisa, Thank you for expressing your concernsWe did start implementing a bag fee as of summer of These fees are disclosed at the time the bag is requested and may change from time to timeThank you for the feedback on the bag feeAt this time, the bag fee remains in place Best, [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 metCreating a great customer experience and delivering excellent customer service a top priority I see that your situation was escalated to our Customer Service Management Team and they have spoken with you regarding your situation As they shared with you, we have confirmed that you ordered Bag # [redacted] on 01/25/as a donation bag, and chose all proceeds of the bag to be donated to the [redacted] There is no other way possible for a bag to be ordered as a donation bag other than the customer choosing this option and the charity recipient themselvesAdditionally, when ordering a donation bag on our site you are required to acknowledge you will receive zero compensation for the bag before you can actually place the order We understand that mistakes happen, and that is why we issued you a courtesy payout for your bag Best, [redacted] Customer Service Supervisor thredUP
Initial Business Response / [redacted] (1000, 9, 2015/06/17) */ Hi ***, Thank you for expressing your concerns and I am sorry that we could not accept some of your designer items We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted in to prior to us receiving the bagWe try hard to make option in to return assurance as easy as possibleThis is offered and highly recommended when you request the bag, especially when sending designer itemsIf return assurance is not requested for a bag when it starts processing, the items that can not be accepted are immediately separated from those that areWe do not hold on to these items and they are distributed among organizations that find homes for them Return assurance can be requested at the time of ordering a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags Unfortunately because this bag was not opted in to return assurance we can not return the items As far as why we could not accept the items, the designer items that you reference were found to be styles that are not in high demand or not a current trendWe do mention this in our quality standards and in a separate FAQ that provides more detailI have placed the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ Unfortunately we can not pay for items that can not be accepted or are found to not be resellable I'm sorry that the processing of your bag did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/23) */ [redacted] consumer indicated he/she DID NOT accept the response from the business.) The items were grand new, most with tagsThere was a brand new Versace wallet that is classic and on "trend"They're first response about not accepting the brand new Gucci and prada pants was that they don't accept pantsNow it's that they aren't on trendThis is a scamThey take your high end items and resell them offlineThey make it impossible to get your items back and onoy offer this clause you order the bagI am considering pressing charges for theftIf anyone else should like to get a suit together please contact meI want to continue with this complaint Final Business Response / [redacted] (4000, 13, 2015/07/02) */ Hi ***, Our handbag specialist and her team hand select the handbags that will be listed on our site and there are several determining factors during the decision making processOne of those factors is the supply and demand of a handbag's brand, color, style, and categoryThe brands are some of our most popular brands and a favorite by many of our buyersHowever, it was determined that this specific style has not been as successful at being resold on thredUP compared to other styles we have listedSince our consignment time frame lasts only days, we are constantly evaluating past and future styles that are listed on thredUPAs we continue to understand the supply and demand for handbag brands and styles, we are learning to take a closer look at what styles our customer's want to purchase We stand by the reason of the items not being accepted Best, [redacted] Final Consumer Response / [redacted] (4200, 15, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want the complaint to continueThis company needs to be accountable for what they are doingThey should give you an option to get your items back when they decide they do not want themNot make you decide when you order a "bag" to send your stuff inI wasn't even sure what I was going to send in when I requested a bagIt is very shady, deceptive and at worst illegal
Hi [redacted] , Thank you for expressing your concerns and I am sorry that the cleanout process did not meet your expectationsWe do have admittedly strict quality standards for acceptanceI have reviewed the items not accepted from your bag and it does look as though we were unable to accept several items due to not meeting our standards, such as fading and some stainsThere were also a couple of undergarments, which we do not acceptI have attached a couple of screenshots for shirts from one of your bags as an example of why we would not accept an item with fading As for the amounts paid, we believe in transparency so we offer tools upfront for our customers to review the potential payouts for accepted itemsThis can be found on the cleanout pages at [redacted] and we have additional information in our FAQ help center at [redacted] It does look as though the items accepted from your bags were paid out within the amounts disclosedYou can view the items accepted within your account at [redacted] While we are happy to return any items that are not accepted, this does need to be requested prior to the bag being processedThis option can be chosen at the time you request the bag as well as any time prior to sending the bag within your bag history page in your accountUnfortunately, it looks as though you chose to have have the items returned when requesting a bagDue to this, we no longer have the items to return I'm sorry again that the cleanout process did not meet your expectations Best, [redacted]
Hi [redacted] , Thank you for contacting usI am sorry to hear that you are disappointed with the payout of Bag [redacted] We understand how it can be frustrating when your expectations are not metWe strive to be as transparent as possible with regard to the potential payouts that one can receive from our serviceThis information can be found here: [redacted] In looking at Bag # [redacted] , I see one [redacted] top that you were paid $forPlease let me know if you were referring to different bag and share the bag number, I would be more than happy to look into it I also see that you have items on consignmentAs the seller, you have the power to adjust the prices of these items as you see fit by logging into your accountYou can also find more information on how to adjust the prices on your consignment listings in the ***e link mentioned above [redacted] I hope that you find this helpfulPlease let me know if we can assist further Best, [redacted] Customer Service Supervisor thredUP
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ Hi [redacted] , Thank you for expressing your concerns and I am sorry that your cleanout experience did not meet your expectationsI did review your bag payout and it looks as though the items paid out as intended and disclosed in both our pricing calculator and based upon payout charts in the link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ Any item that is listed below $is paid out upfront and is not considered a consignment itemIt does look as though a couple of items fell within the 10% bracket but most paid out higher than the 10% based upon the information in the link below Unfortunately once items are on the site they can not be returned as referenced in this link below: http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ I'm sorry again that the bag processing did not meet your expectations Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Did not offer a resolution to the issue and still refuse to return my personal propertyThis is theft Final Business Response / [redacted] (4000, 9, 2015/06/17) */ Hi [redacted] , Thank you for following upUnfortunately as mentioned in both our terms of use and in the link below we can not return items once they are accepted http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ Please let me know if you have any other questions Best, [redacted]
DON'T SELL THEM YOUR CLOTHES! It is much more cost-effective to buy and sell clothes locally--those businesses don't need to cover costs of shipping back and forth and often the people who buy and sell also maintain the stock in storage and on the floor so there is a much smaller staffThredUp has huge staff on both coasts and, therefore, need to generate a lot of income through the purchasing of used clothesIt's a lousy business model and the sellers are the ones who pay the price [redacted] recently gave them millionI don't know what they are doing with it since they are still gouging their sellersOne thing they can do with it as mentioned in the WSJ is "remain free from public scrutiny." In both their customer service messages on Facebook and their private emails to customers they praise themselves for their transparencyTransparency is a nice word, but it's not truthfulThere is no mention of why specific decisions are made not to take certain items, like a Fall dress worn once from a luxury label (I can get this explanation when I sell in person, so it's not a ridiculous request)And there is no reasoning provided as to why unworn clothes, still with labels or boxed from top children's clothes sellers would only pay out 10% The most money they offered for a payout was for a BLK DNM blazer they are going to list for As listed on their site, they mention it has a minor stain on it, but don't say whereI checked everything carefully before I sent it and didn't send anything stained which reminds me of other complaints of staff damaging clothingAs it is, if I were going to buy it, I'd at least want to see where the stain is as buyers are encouraged to show on eBay
This was my first time attempting to purchase from ThredUPI was so excited to purchase good quality clothing for my little girlHowever, the excitement was short livedWhen I went to checkout, I kept getting error messages telling me to check my web connectionHowever, that was fineI then later saw the charge from ThredUP on my credit card accountHowever, ThredUP was not acknowledging my orderI called my credit card company & they assured me the charge was approvedSo, I then started looking to contact customer service at ThredUPI found I could email them, but no phone number listed anywhere to speak to a live person I emailed customer service & got the initial standard email back, then nothingIn my initial email, I requested to get a phone number to speak with someone, but that request was ignoredI emailed them again & finally someone did email me back asking for a copy of the charge at my credit card company & telling me the charge had been declined by my credit card company I sent the copy, then no response from ThredUPThe next day, I emailed them another copy of the charge & warned them I'd be filing a dispute with my credit card companyNo response againActually no response from ThredUP at all since the initial responseAll this to state to beware when dealing with this companyTheir customer service sucks!!!
Hi [redacted] I apologize for any trouble or frustration In looking into your account, I see that you have unsubscribed from all emailsOn my end, I do not see that you have received any emails from us since March I have shared your concerns with our Email Marketing team to ensure that they make sure that there is no issue and you are removed from receiving emails from us Best, Sam Customer Service Supervisor thredUP
Hi ***, Thank you for expressing your concerns and I am sorry that the payout did not meet your expectationsI have reviewed the bag in question that was processed in November of last year, I did not see any customer support inquiries about the payout It looks as though we were able to accept items of the items in the bag, the other items could not be accepted due to them not meeting our admittedly strict quality assurance standardsI was able to review the amount earned for each item and it looks as though each item earned the amount disclosed on our payout estimator that can be found on the clean out pages at [redacted] After the bag was processed, a bag fee of $was deducted as disclosed when the bag was requested which is why the payout you see in your account was lowerThese bag fees can be viewed in the bag history of your account As a courtesy I have refunded the $bag fee to your accountReviewing the amount earned for each item, each item was paid out in an amount disclosed on our payout estimatorI am sorry that the cleanout process did not meet your expectations Best, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Hi [redacted] , Thank you for expressing your concernsThe shipping has been refunded to your source of payment Best, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The shipping was refunded
Initial Business Response / [redacted] (1000, 13, 2014/09/17) */ Hi ***, Thank you for expressing your concernsIt looks as though this has been resolved through customer service with a credit of $added to your payout Please let me know if you have any other questions Best, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 15, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told that my purse was mailed back to meWhen I did not receive it for many days later, I inquired into what the tracking number wasDays later, I received a response that my purse was lost and they credited my account for $for itPlease note that that purse retails for $and is a discontinued pattern with the Burberry companyI think ThredUp's customer service is the worst I have ever seen and am highly upset that I was lied to when told that it was mailed back to me and later found out it was lostSounds more like a lie and that someone stole my purse$does not even come close to what that purse would bring since they have purses for more than that with a lower retail price
Initial Business Response / [redacted] (1000, 8, 2015/03/13) */ Hi ***, Thank you for expressing your concerns and I am sorry to hear about your disappointment. Our records indicate that when you requested the bag you indicated that you did not want the items returned that could not be accepted... by not opting in to return assurance. The first thing that a processor will check is to see is if items that can not be accepted have been requested to be returned. If this is not indicated by opting in to return assurance the items that can not be accepted are not held aside to be sent back. Rather they are immediately separated from the items that are accepted and we can not gather these items after a bag is processed. Regretfully because the bag was not opted in to return assurance, we can not return these items. We are happy to return any items that are not accepted but this must be requested prior to us receiving the bag. Our buying members have a high expectation in regards to the quality of items that they purchase so our processors are admittedly very thorough in the items that we accept. Please let me know if you have any other questions. Best, [redacted]
I sent them a bag full of brand new items and some gently usedthey accepted items and only gave me those items were new and in great condition Knowing them, once they read this review, they will try to say my items weren't in a Condition that would reflect a bigger returnThey will sell my items for more than what they gave me forDon't sell your clothes or shoes to themThey sell for higher price than what they give you when they buy itThey are not legit