Thredup, Inc.

Hi [redacted]
 
I sincerely apologize for your experience. 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 see that on 04/03/18 you were assisted by a member of our Customer Service team and they apologized for the inconvenience and issued you a payout based on the average bag payout for our customers. I see that you have already cashed that out.
 
I am also glad to inform you that your bag has since been found and is currently processing. You will receive an email once it has fully processed with communication on how much your bag earned. Please note that the amount that was awarded to you will be deducted from the total payout amount.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Initial Business Response /* (1000, 5, 2015/11/11) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations. It looks as though your support request has since been answered. Unfortunately it does look as though there...

were some issues primarily with brands that we do not accept along with a couple of other reasons.
We do our best to be transparent with the items we accept by linking out to more pages from the cleanout page. One of those is the brands page where you can check to see if we accept the brands you are wanting to send. To visit this page directly you can visit https://www.thredup.com/cleanout/brands.
We also have a page where you can view our quality standards in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> I hope this information helps. I'm sorry that we could not accept more items from your bag. Thank you for the feedback on providing information on non accepted items on the bag detail page. I will have our team take this in to consideration for future updates.
Best,
[redacted]

Hi [redacted],
 
I sincerely apologize for any confusion or alarm. I also apologize for any delay in our response time. We very much value your business and we are currently working on streamlining our process of communication. Thank you for your continued patience.
 
I see that you have...

received communication back from a member of our Customer Service team through [redacted]. I see that they were able to assist with your concerns and paid you out appropriately for your clothing. I am glad to see that this was resolved for you.
 
Please feel free to contact us again if we can be of assistance.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

Hi [redacted],
 
I sincerely apologize for your experience and I apologize for the delay in our message response time. 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.
 
We did refund you the total that you were owed, $269.91. You were refunded $21.02 in store credit on 03/14/18 and you used that credit to help pay for Order # [redacted]. You were then refunded again on 03/22/18 in the total amount of $50.97 to your Visa which you used to partially pay for orders [redacted]. The remainder of owed to you of $197.92 was refunded as store credit to your account which was then used on 03/22/18 to pay for Order #[redacted]. The $8.99 return shipping fee was also deducted from your return credits. All in all, you were refunded $269.91 the exact way that you paid.
 
Once again, please accept our apologies for the delay in response time and any confusion. I hope this helps clarify.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

We are still reviewing this and will reach out to the customer for more details

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 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 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 01/25/18 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 themselves. Additionally, 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

Hi [redacted],
 
The last refund that you sent us was RMA#: [redacted] from Order # [redacted]. You sent this return to us on 03/12/18. We received it and processed it on 03/22/18. You were credited $28.98 in thredUP store credits, the method of refund that you chose. You then used this credit to pay for Order # 1[redacted] on 04/26/18.
 
I hope you find this information helpful.
 
Best,
[redacted]
Customer Service Supervisor
thredUP

BEWARE -thredUP is an underhanded organization. Sent them a bag of clothes that were new. They accepted 4 pieces and offered $1.85. Yes, that is a ripoff and a scam. I will NOT do business with them ever again. Tried talking with their customer service to resolve this matter but turned out to be a waste of time.

Initial Business Response /* (1000, 5, 2015/11/25) */
The reasons for not accepting more items were sent through customer support in both links and photos showing the areas of flaws noted. We stand behind the reasons noted at the time of processing.
Please let me know if you have any...

other questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pics sent did not depict flaws. I have shown them to multiple people and each person is just as puzzled as I am. The only one that shows a flaw is the jacket that I sent in. I suspect that the company accidently stained it or a mark was left on it through processing, because this coat was brand new, never word, sitting in a plastic protection bag in a closet. The company's response is false. They sent me a pic of 3 rejected items and that is it, trying to show me stains on the two additional items and they simple weren't there as close up as they could show me. They first sent pics from 15 feet away with someone pointing to a "stain," so I requested close-ups and there is still nothing there whatsoever. What they are pointing to are seriously shadows or nothing.... pic quality is grainy and the approach to the process is shady and unethical. They continue to take clothing from people if they do not opt into their return reassurance policy. However, if they were following the protocol on their website, no one should have to pay $12+ dollars for this "return re-assurance." To send in clothing and trust that it is going to be assessed reasonably and per the guidelines on your website. In the fine print, it says that they sell the items that are not up to their "standards" (even though they can give you ridiculous reasons or no reasons at all as to why they don't meet your standards) are sold to a third party for profit? How is this legal? How can they TAKE MY CLOTHING and sell it for a profit without giving me a dime? I want answers. Where are these clothes that are not "deemed" acceptable for completely ridiculous reasons going? Who is buying them? How much are you making off of them? Why am I not getting any of that profit since they are MY CLOTHES that you did not pay me for. You are STEALING FROM PEOPLE!

Initial Business Response /* (1000, 5, 2015/07/24) */
Hi [redacted],
Thank you for expressing your concerns. I am not seeing an order return initiated for the order placed on 7/10 and without additional information on what you are seeing as far as the amount not being refunded, it is hard...

to say exactly what happened here.
We do issue a full refund for the amount paid for each item. I do see that a 40% discount was used on this order so this means that if an item cost $10, you paid $6 after the 40% discount. The $6 is what we would refund if this item was returned.
Unfortunately we can not issue a refund in an amount more than was paid. I hope this helps. If this does not fully answer your question or concern, please let me know.
Best,
[redacted]

they did not offer any resolution. They simply forwarded my reply.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hi [redacted],
Thank you for the additional information. I show that the bag was returned and delivered with the tracking details below.
[redacted]
As for the bag that was processed, it looks as though only 3 items were not accepted due to a stain or flaw and there are still a handful of items on consignment that will payout as the items are sold. 
I am sorry that the processing of your bag did not meet your expectations. If you decide to try us again in the future, I would recommend viewing the payout estimator to see if the payouts for items similar to what you are sending will meet your needs.
Best,
[redacted]

Initial Business Response /* (1000, 10, 2014/11/10) */
Hi [redacted],
Thank you for expressing your concerns. It looks as though this was resolved through customer service.
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2014/11/11) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/10) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. You are welcome to cash out at any time visiting http://www.thredup.com/bags and clicking on the cash out link below your balance. This will...

walk you through transferring the funds to your paypal account.
I am sorry that we could not accept more items from your bag. Our processors are admittedly thorough with every item that comes through as we guarantee every item that we sell to our members. If an item is significantly flawed with stains, holes, excessive wear we can not accept an item. We do our best to explain this in our quality standards:
https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-c...⇄ /> It looks as though you sent in some great brands that we love however there were some quality issues with some of the items that we could not accept. I have placed a couple of photos below to help explain.
The 575 jeans were very cute however there was excessive wear on the bottom hem of the jeans that had created a hole.
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
There were some stains on the knees of the flying monkey jeans that did not look as though they would wash out.
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
We do keep photos of the items that we can not accept and are always happy to provide them after a bag is processed if there is an item or multiple items in question. Our goal is to be as transparent as possible the processing of all bags.
Unfortunately we are unable to pay for items that we can not accept or resell however return assurance is always an option if you decide to try us again in the future. As long as you request return assurance prior to the bag being processed we are happy to return any items that can not be accepted.
I am sorry again to hear that the processing of your bag did not meet your expectations.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You showed me two examples but there were 15 other items in the bag that were not accepted and you cannot say that all of them were flawed. I do take pictures also of the items before sending them off. I am technologically savvy and I know how to withdraw money after the sale but what you neglected to mention is that the money wasn't available to be withdrawn for 3 weeks. Why are you holding on to the money for 3 weeks after holding on to my bag for 2 months before processing it? Other companies that work the same way you do release the funds right away and when they had my bag for longer than expected (as you did per the email that was sent apologizing for the delay) they simply gave me an option to take a set amount for the inconvenience. There are a ton of complaints about this company so all these people cannot be wrong and you are always right.
Final Business Response /* (4000, 9, 2015/05/01) */
Hi [redacted],
I'm sorry again to hear about your disappointment. Unfortunately we do show the items as having flaws. As mentioned previously we are admittedly picky about quality because our buying members have grown to have a high expectation of receiving like new clothing.
As always, funds can be cashed out 14 days after the bag is processed.
Best,
[redacted]
Final Consumer Response /* (4200, 11, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took more than 14 days to get my $6 and its a ridiculous policy to make your customers wait more than a day to get their money after they already waited 2 months for you to look through the bag. Thread up pays up immediately.

You send in things current and worth a lot and recieve nothing. Its a rip off. They do not want to pay you either. They should be investigated and others alerted for being a scam.

Initial Business Response /* (1000, 5, 2015/12/04) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations. Unfortunately it looks as though the majority of the items in your bag did not meet our brand standards. We do...

our best to be transparent about what we do and do not accept so referencing the brands page is mentioned in many areas. A few of the links are below:
https://www.thredup.com/p/cleanout-brands
https://www.thredup.com/p/cleanout-payout-estimator
https://www.thredup.com/p/cleanout-how-it-works
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.
Please let me know if you have any other questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was a first time user. I tried to call them several days after I sent the bag to let them know I wanted my items back. They did not respond to me until the bag was processed. This is not transparency. I want to be compensated for my clothing. They bear a certain level of responsibility in this.
Final Business Response /* (4000, 10, 2015/12/18) */
Hi [redacted],
Thank you for following up. When a bag is requested there are two options. One is to request return
assurance for a fee of $12.99 to have any items not accepted to be returned and the other one is to have
items not accepted to be recycled. The option chosen for your bag was to have the items recycled.
We do not hold on to items after a bag is processed when it is not requested to have items returned.
There is more information in our terms of use in the link below:
https://www.thredup.com/tou
Best,
[redacted]
Final Consumer Response /* (4200, 12, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am done with it. I will use any Avenue available to me to warn others. This Final response is definitely not accepted or satisfactory.
Complaint Response Date bumped because: Holiday

Hi [redacted],
Thank you for expressing your concerns. I do see that you have communicated with us under this email address as well as [redacted]. To prevent misuse and abuse of our referral and new member promotions, we do limit the new member discounts to one per household. This...

is outlined in our terms of use that can be found at [redacted]. It was requested on 9/28 to use this promotion under 3 different accounts and this request was declined. 
As mentioned in further communication from our support team, you are welcome to use more than one account in the event this is a mother and daughter, however the new member promotion has been used for this address under the email address [redacted]. The promotion will not be retroactively applied to the order under [redacted].
Best,
[redacted]

I have ordered merchandise for the first time and received the items without any problems but is not happy with the purchases and is planning to return them. then after a week I was getting a mail notification of another shipment which I never authorized. they said I ordered thru my mobile device which im the only one using as I live alone. I never even browsed that particular clothing, never place it on my cart and never authorized an order and payment with my paypal credit card. Now I have to return the product and request for a refund for something I did not order. I hope I will still get a refund. I wish to keep the product but I dont like them and I wish to not deal with this company again.

Complaint: [redacted]I am rejecting this response because:
My original form of payment when I first bought from ThredUp was through credit card. After the first couple of orders, I started receiving low quality merchandise which I would send back. I thought it was just in a couple or so orders, but my last 5 or 6 orders have been mostly rejected clothing. My last two orders consisted of a pair of shoes that came from a thrift store prior to ThredUp that fell apart upon picking them up. The second order had a sweatshirt that ThredUp charged more for than the thrift store it actually came from. I would rather receive a full refund to my credit card(s) than have to purchase any more items from this site. I would end up donating it to a thrift store or throw what I bought away. This site sells clothes that have been shrunk, have holes, or are falling apart. I don't think it is right that I should take a loss because of the low quality of items they are trying to sell. I don't want to be forced to buy any more clothes from them and want a full refund. I would hate to tell everyone I know just how deceptive and horrible this company really is and shouldn't buy from them.Sincerely,[redacted]