Thredup, Inc.

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 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 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]I also noticed that you have a few items accepted on consignment. As the seller, you have the ability to adjust the prices on your consignment items. This can directly affect your potential payout for these items. You 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 site. Regrettably, 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 recycled. There is no way for us to retrieve these items.
When you start the process of ordering a bag, we offer 3 options, one of which is an option for you to order a standard payout bag with Return Assurance. With Return Assurance, you pay a fee to have your unaccepted items sent back to you. This must be added to the bag prior to it being received and processed at our distribution center. More 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],
 
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 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 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]
 
As I understand that this is your first time cleaning out with us, I have added an additional payout credit to you account. You 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 [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.
 
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 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]
I am sorry to hear that you are experiencing issues with you prepaid Visa card. Please make sure the card has been activated before being able to swipe it, with or without a pin. Once it is activated, you can swipe it as credit to avoid using a pin number. For 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 0 to interrupt the voice machine to go straight to customer support. You may have to press 0 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 activation. Once a card is issued we do not have your personal information that is needed. For your security, they request you contact them regarding these issues.
 
I hope you find this information helpful. Please, let me know if you are still unable to activate the card and we will find another solution.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Complaint: [redacted]I am rejecting this response because: Although the tracking says the packages were delivered only the one on 3/17 was. I received zero deliveries of packages 2&3 and would like a refund. Nothing else is acceptable. Sincerely,[redacted]

Hi [redacted]
 
I apologize for any trouble or frustration.
 
In looking into your account, I see that you have unsubscribed from all emails. On my end, I do not see that you have received any emails from us since March 2018. 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

Complaint: [redacted]I am rejecting this response because: it is not an acceptable resolution to basically say “sorry you’re too dumb to read the fine print”  I want your payout policy and structure changes. I want transparency.  Your “payout calculator” is false advertising.  It does not give an accurate representation of what will be paid out.  You should be able to accept or reject the offer for “upfront” consignment. “Upfront” consignment should be just that- up front. Not 2 full weeks later.  Sure you can continue to run your business this way, but I guarantee you you will end up with thousands more disgruntled people just like me- complaining and running the thred up business name through the mud all over the internet.  I would suggest you change your approach. Sincerely,[redacted]

Hi [redacted],
 
I apologize if you were made to feel uncomfortable in your interactions with the customer service representative that assisted with your clean out bag and the pair of Tod’s shoes that you were hoping to receive back. Yes, these were included in a bag that you sent to us without...

Return Assurance. Because they were in a condition that we could not sell, we were not able to list them on our site or offer a payout.It appears that all returns you have sent back to us have since been refunded to your desired method of payment. If there is a specific item from an order that you would like me to look into, I would be glad to. Please share additional details at your earliest convenience.We apologize for the disappointment with your Mystery Box, and we have issued a refund for the 2 tops that you said were not included in your package. This service is very new for us and we are making adjustments to better the customer experience.Regarding your experience with your recent order with the flawed [redacted] shirt, I apologize for the disappointment and lack of communication. Sometimes items are not found flawed until the state of them being packed up for shipment on the distribution center floor. We are working on a process to effectively communicate to our customers when this uncommon occurrence happens. I am glad to see that you were refunded for that promptly.Please reach back out if I can assist further.Best,[redacted]Customer Service SupervisorthredUP

Hi [redacted],
 
I sincerely apologize for the delay in our response time and your disappointment with your payout. We understand how upsetting it can be when your expectations are not met. We are constantly working to improve our process in order to provide our customers an excellent experience...

from start to finish.
 
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 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]
 
I am glad to see that a member of our Customer Service team was able to respond to your concerns earlier today and assist you further. You may continue to communicate with her for any additional assistance or if you have any further questions.
 
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, 2018 for the boots you sent in bag #[redacted].
At the time your bag was processed, the 2 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 fee. If this option is not selected, items that are not accepted for sale are responsibly recycled or donated. More 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, 2018. Given that this was your first clean out experience with thredUP, a payment for the unaccepted boots was added to your account as an accommodation. We hope this resolution meets your expectations, and I hope that the information provided helps to clarify the situation.
Best,
[redacted]
thredUP Customer Service

Hi [redacted],
 
We work to be as transparent as possible regarding our payout scale. More information about our payouts can be found on our website in our FAQ section under “How much will I earn for my clothing?”:
 
[redacted]
 
In looking at the payout chart, you’re the amounts that you were paid out are directly in line with the chart on our site.
 
You also have the power to adjust the listing price of your items that are listed on consignment which can directly increase or decrease your potential payout.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Complaint: [redacted]I am rejecting this response because:I saw one of my tops(black sleeveless sweater by Loft) that was not accepted on the site after ThredUp accepted other items, but when I complained, it was taken down.  Some of the items ThredUp accepted had more flaws or worn more than the items that were not accepted as fact!
I want all the rejected items back or money for the fair value, or the names of the charities that my unaccepted items were given.
ThredUp steals from people with generous heart and take advantage from us.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.   They have, however, lost a customer forever.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
I have NOT received any proof or follow-up documentation 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 assurance. I 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 ThredUp. ThredUp 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]

This company steals its clothing offers well below average payouts wont send your items back to you as promised either... I have to call the police to file a report now...

Hi [redacted]
 
In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUP. Creating a great customer experience and delivering excellent customer service a top priority. We are constantly striving to improve and provide the best experience to our...

valued customers.
 
We apologize that your bag was lost. I see that you have been in contact with a member of our Customer Service team. I wanted to let you know that we have issued you an appropriate payout based on what you would have received had the item been accepted, listed and sold on our site. I have also included $10.99 in that additional payout as a way of refunding the Return Assurance fee. You are welcome to cash this amount out, via PayPal or Visa gift card, at your earliest convenience by logging into your thredUP account.
 
Once again, we sincerely apologize for the inconvenience and frustration.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Hi [redacted],
 
I apologize for any confusion or frustration. I also apologize for the delays in our response times. We have been experiencing longer wait times than usual and I am very sorry that this has affected you.
 
I can see that you received a response explaining how your refund...

was issued from a member of our Customer Service team on 04/14/18.
 
On 02/20/18, you were refunded $50.98 in thredUP stored credit, the method of refund that you chose, for Order#[redacted] and then you used that full amount to pay for a portion of Order#[redacted], the order totaled at $53.96. You were charged $2.98 on your credit card for the difference in that Order#[redacted].
 
On 03/13/18, you were then refunded $29.98 in store credit for the items you returned from Order#[redacted]. You were refunded in store credit, as it is the method of refund which you chose. The credit is in your thredUp account and is available for you to use.
 
I hope that you find this information helpful.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Hi [redacted],
 
Thank you for your message. I am sorry to hear that you've had a disappointing experience.
 
I do not see any record of you recently contacting our Customer Service team recently. I would be glad to look into your situation if you would kindly provide specific details for...

the bag that you are referring to.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Hi [redacted],
 
I sincerely apologize for your unsatisfactory experience using thredUP, specifically with regard to the delay in our response. 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. We are currently working hard to improve our communication process.
 
The reason why you were refunded in store credit is because that was the option that you chose when you created your return. I am glad to see that you received a response from a member of our Customer Service team on 04/24/18. I see that she was able to accommodate you by refunding you to your original form of payment.
 
You are welcome to contact us again at [redacted] for any additional questions.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Hi [redacted],
In reviewing your information, I can confirm that you contacted our Customer Service team about this concern on April 3rd. Since then, many of our agents had been in contact with you to address the complications you experienced with submitting an order on our site.
On April 6th, one...

of our agents confirmed for you that there was an issue with the credit card information you attempted to use on our site. To protect your privacy, I will not disclose specifics about the credit card you attempted to use in my reply. However, I can confirm that one of your payment methods was declined 22 times between April 2nd and April 9th. Another payment method was declined 3 times on April 6th, and a final form of payment was declined once on April 6th.
Due to the excessive credit card declines, our website blocked your credit card payments from going through for security purposes. Our advisors shared this information with you, and instructed you to complete your purchases using another payment partner ([redacted] or [redacted]). These security blocks on credit cards typically clear within 2 to 3 business days, so long as there are no additional attempts to use a credit card to complete a purchase.
I hope this information helps to clarify the issues you experienced, and we thank you for being a loyal thredUP customer.
Best,
[redacted]
thredUP Customer Service