Thredup, Inc.

Wouldn't recommend this company for the selling of personal items for resaleThe company has an option for you to decide if you want to purchase s&h fee for items if they don't accept themIf they do accept them they still charge a fee, and take that from the difference if your items are taken inThen you are given the funds from that, for instance your items are taken in at $offered to you, they sell them for $20, if the shipping fee is $then you only get $backAlso they don't offer you an option to accept their offering price, as you would in person in a thrift/consignment shopYour items are taken without your approval of accepting or denying their low ball priceLastly when you contact their customer service they're condescending, assuming you don't know how to run a businessThey under price the items they take from you and sell them at more than three times their accepting offer making over 75% on their gain from you and unknowing customer with hopes to move itemsI've sent in items "freshly laundered, or ironed" as the website requests and received the gently used items back as though they had been sitting in a garbage dumpster full of unwanted clothesTheir requests to a consumer to do business with them are not the same way they treat the customerI don't trust their business because to top that off, you have to have a pay pal account if you want your funds to be given to you, or you have an account with a balance that is stuck to be used only on their website

Hi ***,
We try, when possible, to convert donation bags to payout bags when customers email to alert us that they want this changedOur processors do their best to catch the bags in time prior to them being sorted for donation, but this is not always a possibility as once the bags are received they are sortedWe do ask that our customer take accountability for the cleanout bag type they choose as we cannot make any guarantees that we can switch a bag from donation to payout
You chose to order a donation bag and then were able to add Return Assurance onto it, which we admit that the ability to add Return Assurance was an error on our partBecause of this, we issued you a payout as a courtesy to youWe chose the payout amount based on the average payout from customers on our site, while keeping in mind the average payout of your other cleanout bagIn your previous email exchange with our Customer Service team you declined the opportunity to provide a list of items sent on 02/16/Being that it is now months later, we are not able to revisit the payout as you did choose a donation bag
Best,
***
Customer Service Supervisor
thredUP

Initial Business Response /* (1000, 6, 2015/07/02) */
Hi ***,
Thank you for expressing your concernsOur clean out bags are only to be used for sending in items that you are wanting to sell, and not for returnsThis is explained in our FAQ's in the link below explaining how to return an
item:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-do-I-return-an-item-<...⇄ /> As a courtesy I have refunded the to your source of payment but please note that returns are not supposed to be sent in clean out bags
Best
***
Initial Consumer Rebuttal /* (2000, 8, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am completely satisfied with my refund and the time and consideration that the business has taken to address my concerns in seeking a resolution
The refund has posted to my account and the matter is resolved
Thank You,
*** ***

Hi ***,
I apologize for any confusion or frustration
The initial decline could have possibly been due to incorrect information, in some capacity, on your card or billing zip codeI can see that you attempted to check out over times in one case with your cardOur processing system blocks further attempts in charging your card when it sees many attempts in a very short amount of timeThis is done for your benefit as a customer and our benefit as a business, as it can appear to be suspicious activityThere is no way for us to override this as it is an automated system
The reason why you ***e card works through *** is because there is a different verification process when the charge is going through your *** account (your payment information is verified through ***)
I would be happy to speak with you further over the phone regarding this issue if you provide me with a telephone number to reach you at, however there is no alternate resolution to this
I hope you have found this helpful
Best,
***
Customer Support
thredUP

Hi ***,
Thank you for your reply
I see that you have since been able to speak over the phone with one of our Customer Service Supervisors and a resolution has been reached, as of 2/23/
Please feel free to contact us again with any questions or concerns
Best,
***
Customer Service Supervisor
thredUP

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 me. Thank you for your help in this matter. Sincerely, [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 me. Sincerely,
[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 me. Sincerely, [redacted]

Hi [redacted],
 
In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUP. We want to specifically apologize for the delay in response time. We are currently working hard to grow and train our team so that we can meet the expectations of our...

customers. We sincerely apologize that this has affected you.
 
I see that you did receive a response from a member of our Customer Service team on 04/16/18. We apologize that it was later than anticipated.
 
We are sorry to hear of your dissatisfaction with your payout for Bag #[redacted]. I have included an additional payout to your account for the [redacted] bag. This amount can be cashed out via [redacted] or to a [redacted] gift card at your convenience.
 
In rare instances, items can be misplaced within our distribution centers, as they are quite large and house many items. We trust our employees, but we want to assure you that we take any claims of theft very seriously and we will investigate and address this internally.
I also reviewed the items that you sent in and I see that the payout you received is in correlation to the Payout Estimator and the Payout Chart that are found on our website. We provide these tools to give customers as much transparency as possible regarding their potential payouts.
Our Payout Estimator can be found on our website here:
[redacted]
Our Payout Chart can be found on our website in the FAQ article entitled “How much will I earn for my clothing?”:
[redacted]
 
Once again, we apologize for this experience and hope that you have found this informative and helpful.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Complaint: [redacted]I am rejecting this response because:  I have been communicating and contacted them via [redacted] because they don't reply to their emails; another example of how poor this company is; communication on [redacted] has been the entire month of february.Sincerely,[redacted]

Hi [redacted],
 
In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUP. We understand how upsetting it can be when your expectations are not met. Creating a great customer experience and delivering excellent customer service a top...

priority.
 
I apologize that your bag was not found. Because of this we have issued you a payment based on the average customer payout amount from our site.
 
We apologize for any disappointment. Please let me know if you have any additional questions.
 
Best,
[redacted]
Customer Support
thredUP

Complaint: [redacted]I am rejecting this response because: I want to see proof of this flaw on the dress you refer to. Not once in any of my correspondence have you explained what was wrong with it. It looked brand new in the picture on your website when I bought and paid for it. I also want to see you communication with the person who sent the dress to you to sell. If you rejected the dress, you must have had to let them know why they would no longer be receiving a payment, thus giving them the option to have it returned to them or donated to charity. Sincerely,[redacted]

Hi [redacted],
 
 
In response to your complaint, I would like to apologize for your unsatisfactory experience using thredUP. We want to specifically apologize for the delay in response time. We are currently working hard to grow and train our team so that we can meet the expectations of our...

customers. We sincerely apologize that this has affected you.
 
In researching further, it appears that your bag ([redacted]) was lost in transit to our facility. We regret that this happened and because of this we have paid you out based on an average of your previous bag payouts. I see that this was communicated with you on 04/13/18 by a member of our Customer Service team. I am glad to see that you have already cashed out the funds.
 
Best,[redacted]Customer Service SupervisorthredUP

Hi [redacted],
 
I sincerely apologize for the issues you have been experiencing.
 
I have unsubscribed you from receiving emails from us going forward. I have also deleted your account to ensure that there should be no issues going forward.
 
In the future, you are always welcome...

to contact us at [email protected] if you have any questions or need assistance.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Hi [redacted],
In reviewing your information, I can confirm that we received the messages you sent to us on March 29th, March 30th (two messages), April 2nd, and April 6th.
We sincerely apologize for the delay in our response to these messages, as we’ve been experiencing longer than usual wait...

times. I can confirm that one of our agents replied to your message on April 7th with the information below:
“When you have multiple returns and place them all in one box, you are only refunded upfront for items associated with the label that you used and was scanned by USPS. The other items will be refunded to you once they have been received and processed by our returns facility. I do show that you have been refunded for all three items at this time.”
I hope this information helps to clarify your return, please let us know if we can provide further details at this time.
Best,
[redacted]
thredUP Customer Service

Hi [redacted],
In reviewing your contacts with thredUP, I can confirm that we received your in-app message on March 7, 2018. Regrettably, we were unable to reply to your message in a timely manner, for this we truly apologize.
thredUP offers eligible customers 14 days to return eligible items. This...

14 day window is based on the exact date of delivery. Order #[redacted] was marked delivered by USPS on February 20, 2018. In this case, the final day to complete a return request for order [redacted] was March 6, 2018. Since a return request was not completed on March 6, 2018, the option to complete a return request for the items from order #[redacted] was not available on March 7, 2018.
On March 13, 2018, a customer service agent responded to the message that was sent on March 7, 2018, requesting additional information about which items needed to be returned. Since a response  to this message was not received, the message was closed. Please know that our customer service agent was requesting additional information from you in order to extend a possible return exception. Regrettably we were unable to consider an exception as we did not have confirmation of which specific items you wished to return.
We have since received your notification of a chargeback, and I have partnered with additional teams to find a resolution to this matter. I will correspond via your in-app message as soon as additional details are available. We look forward to finding an amicable solution to this matter.
Best,
[redacted]
thredUP Customer Service

Hi [redacted],
 
Thank you for contacting us. I 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 met. We strive to be as transparent as possible with regard to the potential payouts that one can...

receive from our service. This information can be found here:  [redacted]
 
In looking at Bag #[redacted], I see one [redacted] top that you were paid $23.20 for. Please 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 2 items on consignment. As the seller, you have the power to adjust the prices of these items as you see fit by logging into your account. You can also find more information on how to adjust the prices on your consignment listings in the [redacted]e link mentioned above. [redacted]
 
I hope that you find this helpful. Please let me know if we can assist further.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Hi [redacted],
In response to your complaint, I would like to apologize for your unsatisfactory experience using thredUP. I am so sorry to hear that you received an item not as described and I apologize for the trouble that you had getting in contact with us. For future reference, our email address is...

[redacted]
 
I have refunded you to your original form of payment for the blazer that you did not receive. You are welcome to keep the one that was sent in error or donate it to a local charity as you see fit.
 
Once again, I apologize for the trouble. I hope you found this helpful.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Hi [redacted],
 
In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUP. We understand how upsetting it can be when your expectations are not met, especially as a first-time customer. We apologize for any delay in response time to your queries....

Creating a great customer experience and delivering excellent customer service a top priority, and for this reason we are continuously working to improve our processes.
 
We strive to provide full transparency with the potential payout for your items. Regarding your payout for Bag #[redacted] I see that you were paid out appropriately and directly in line with the estimations from our Payout Estimator. Our Payout Estimator is located under the ‘Clean Out’ tab on our site and gives you an accurate estimate of the amount you are likely to receive for your items. [redacted]
 
We also offer Return Assurance, which is a service that ensures that your unaccepted items will be returned back to you in a timely manner once your bag has been processed. Return Assurance is offered on our site at the time that you order a bag and is an additional $10.99 fee to cover the cost of packaging and shipping back your unaccepted items. You can order your clean out bag with Return Assurance here:  [redacted]
 
Although we have followed our policies as highlighted on our site, we have made a one-time accommodation to your account based on what you would have received had your other items been accepted. You may cash this amount out immediately.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Complaint: [redacted]I am rejecting this response because: I made another return after 3/13 for $50+. Where is that refund??Sincerely,[redacted]