Thredup, Inc.

Initial Business Response /* (1000, 5, 2014/12/23) */
Hi [redacted],
Thank you expressing your concerns and I am sorry to hear about your disappointment. We do disclose an estimate of how much any given item will earn on our clothing calculator at http://www.thredup.com/bags/info that we...

suggest people read when requesting a bag and also on the information provided with each bag that is mailed out.
We do our best to be transparent and offer this information up front so that you can see if we are the best option for selling your items.
The clothing calculator provides not only an estimate of how much you can earn for items but it also allows you to see if we are accepting the brands you are wanting to send. While we do accept over 25,000 brands there are some we do not accept such as Worthington.
It does look as though your bag earned $13.66 but it was opted in to return assurance to receive back any items not accepted so $12.99 was deducted for this service.
I'm sorry again to hear about your disappointment.
Best,
[redacted]

This appears to have been resolved through customer service. The bag has been marked to be return to the seller once it is scanned again. This has been communicated through multiple support interactions.
Best,
Stephanie Edwards

Initial Business Response /* (1000, 5, 2014/07/23) */
Hi [redacted]
Your concerns are valid and we hear you loud and clear. As discussed in previous support emails it is unlikely that the coat sent into thredUP for resale could've been listed on ebay a few weeks later. The only items that...

thredUP sells on ebay are items that we've accepted and paid the supplier for, which listed on our site for months unsold. These are sold only via our thredUP ebay page here: http://www.ebay.com/usr/thredup
Have you been able to find additional information about this coat or have you received it from the ebay seller? Any additional information would be appreciated.
Thank you,
[redacted] P
Customer Service Manager
thredUP, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
Thank you for responding, but I asked for a detailed explanation of your donation process and proof that this item was indeed donated and did not exchange hands for money to be resold. The name of the charity or charitable organization it was donated to would have been enough to convince me. My request for this information was clear. Instesd, like your support team, you send me a link to your eBay page. How does this answer my questions or explain your donation process?
As I'm sure you may have guessed, the eBay seller has not disclosed any information to me regarding where he got the coat. The fact that he has yet to even respond is quite telling. Since I have no other way to speak to this person other than email, I can't provide any concrete proof that this seller and ThredUP are affiliated. So rest easy, your company has dodged a bullet yet again.
This issue is NOT resolved. Telling me something is unlikely but not providing an explanation or proof as to why and how it's unlikely is not an acceptable resolution. It's a technique called "using smoke and mirrors" to cover up shady business practices. Start providing the thousands of customers that are dissatisfied with ThredUP with answers. Perhaps then this issue can be considered "resolved."

Initial Business Response /* (1000, 5, 2015/02/26) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. It does look as though several items could not be accepted from your bag due to brands that we do not accept.
When we stop...

accepting a brand our clothing calculator is updated 4-6 weeks ahead of time so that our selling members know ahead of time that we will no longer be accepting this brand. It looks as though we stopped accepting the brands you sent in late 2013.
While we do offer return assurance, it is imperative that this is requested prior to receiving the bag. The first thing that the processor will check is to see if items not accepted need to be held aside to send back to the seller. When this is not requested the items are not held aside making it impossible to find the items later. Regretfully we can not send these items back to you. We suggest in the future to please opt in to return assurance prior to sending your bag to ensure that any items not accepted can be returned.
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/02) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations. It is true that we do not list items for their original retail price.
We will take the original price...

for each item and reduce it by 70-80% to get the list price on our site. We then payout our selling members based upon that price. I have placed the link below that discloses exactly how much we pay for each accepted item in an effort to be fully transparent:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ /> We did make a payout change as of June 1st but this was disclosed on the site and through other communication avenues several weeks ahead of time so that any members wanting the old payout schedule could send their bag prior to the cutoff date.
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.
I'm sorry again that the processing of your bag did not meet your expectations. We do strive for all of our members to have a positive experience.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, I would like to thank the Revdex.com for their help in resolving this conflict. However, I am not satisfied at all. I have emailed you several times and received the same response each yime. You admit that you changed the payout policy in the middle of my transaction. Correct me if I am wrong, but it would be simply common courtesy to adhere to old practices for those persons who are in a go-between status like this. As I have stated before, I believe that I should have been grandfathered in considering. I received the information about the payout change from your website. It was not processed to me in an email or any type of personal communication that I remember. To say that you gave proper notice is false because you only gave notice on the site that I just so happened to click on. It was something I noticed by chance. Nothing has been right about this transaction from the way you have chosen to lower your payout to the fact that I tried to call you directly to sort this out, left a message and my call was never returned. I have asked for my items back, and offered to pay for return assurance. ThredUp would not have been out any money because they could have billed the shipping to me. This was a reasonable request. To take possession of something, however, when the other party requests it back, is no different than theft. To expect me to be satisfied with your meager payout when I had new items to send to you that you admit you only paid me 20% of the value for, is dishonest. To not grandfather me in due to your decision to make a payout change is wrong. To placate me, you have two options: ship me what is mine back and bill me for the shipping (that is, if you still have the items that I requested you remove immediately from your website for sale) and take your measly $8.28 back or send me the 70-80% of the retail value you kept for yourselves.
Final Business Response /* (4000, 9, 2015/07/24) */
We stand behind the payout percentages as disclosed in the FAQ link provided.
Best,
[redacted]
Final Consumer Response /* (4200, 11, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ThredUp has continued to maintain that they are not at fault here, when they clearly are. To change a policy in the middle of a transaction is wrong. To expect a person to be satisfied when said policy clearly does not benefit them is wrong. I have asked for my items back at my cost and this request has been denied. You may stand by your twisted policies, but that doesn't make the situation right. It is not my fault that processing the bag, which was your job, took well into the month of June to satisfy. I ordered my bag and sent it in before the policy changed, unless I am mistaken, and hold firm to that truth. You can keep your policies but as for your $8.28, I don't want it. I want 100% of the value of my items or my items back. This is not an unfair request.

Do not send your clothes here!!! I sent a huge bag packed full of clothes with tags still on them including a pair of $180 true religion jeans that have only been worn once! They gave me $15 for my whole bag! And before I even had a chance to freak out about it my clothes were already being listed on their page for sale!!! My jeans that I probably got around $1 in credit for are listed for $40!

Initial Business Response /* (1000, 5, 2015/08/21) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear that the processing of your bag did not meet your expectations.
It does look as though most of the items from your bag did fall under categories that we have...

found to be difficult to resell and are currently experiencing a category surplus. We do keep a link updated for our selling members to keep them up to date on what categories we are limiting or what is currently not selling. It is commonly referenced by our selling members and can be found at the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Our specialists hand select items that will be listed on our site and there are several determining factors during the decision making process. One of those factors is the supply and demand of an items brand, color, style, and category. It was determined that these specific styles have not been as successful at being resold on thredUP compared to other styles we have listed. Since our consignment time frame lasts only 84 days, we are constantly evaluating past and future styles that are listed on thredUP. As we continue to understand the supply and demand for brands and styles, we are learning to take a closer look at what styles our customer's want to purchase.
Reviewing your bag, it looks as though return assurance was not selected prior to sending your bag. We are always happy to return any items not accepted however this does need to be opted in to prior to the bag being received. 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 no longer have the items to return.
I'm sorry again to hear about your disappointment.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2016/02/05) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectations. Coach is a very popular brand on the site and will typically sell quickly but in order to be accepted the items...

do need to meet our strict quality standards by being free of blemishes.
It looks as though in the customer support ticket that photos were shared that were taken at the time of processing. We keep photos taken when the bag was processed to refer back to at a later date.
As an example, the photo below shows a purple stain on the one handbag:
https://assets-thredup.insnw.net/assets/XXXXXXXX/[redacted]
When a bag is requested there are two options. One is to opt in to return assurance where items that can not be accepted are held aside to be returned after the bag is processed. The other is to not have the items held aside or returned. Unfortunately it looks as though you chose to not have the items returned from this bag.
We are always happy to return any items not accepted but this does need to be requested prior to us receiving the bag either when requesting the bag or within your bag history page. If, once the bag starts processing, the bag is not opted in to return assurance the items are not held aside not kept so that they can be returned. This information is disclosed on the cleanout page page below:
https://www.thredup.com/p/cleanout
I'm sorry again that we were unable to accept the handbags due to quality standards.
Best,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/21) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations.
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. When a bag is opted in to return assurance we will always immediately return any items not accepted.
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 /* (2000, 9, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still believe there is a huge fraud because to return items not acepted they charge 12.99 and to pay for 5 items acepted they pay as low as 14.81, that means if I just place a return policy from the beggining , I will be paying for my items to return and I will have left a dollar or less for the items acepted when they sold every items acepted over 20, but because I already learned from the lesson to dont let companies like this fool me . I will stop this complain even if I still feeling ultrageous stolen !

Initial Business Response /* (1000, 5, 2014/08/08) */
Hi [redacted],
Thank you for expressing your concerns. It looks as though this issue was resolved through customer service. Please let me know if there are any outstanding issues with your refund.
Best,
[redacted]
Initial...

Consumer Rebuttal /* (3000, 7, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am displeased that I had to go to Revdex.com in order to have the company take my concerns for serious. I had sent numerous e-mails to ask to recheck my order and I kept getting the same response the check cost 8.99.
Final Business Response /* (4000, 9, 2014/08/15) */
Hi [redacted],
I am sorry again to hear about your experience however I am happy that we were able to get the issue resolved.
Best,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/21) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations.
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. When a bag is opted in to return assurance we will always immediately return any items not accepted.
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 /* (2000, 9, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still believe there is a huge fraud because to return items not acepted they charge 12.99 and to pay for 5 items acepted they pay as low as 14.81, that means if I just place a return policy from the beggining , I will be paying for my items to return and I will have left a dollar or less for the items acepted when they sold every items acepted over 20, but because I already learned from the lesson to dont let companies like this fool me . I will stop this complain even if I still feeling ultrageous stolen !

While the selection and pricing for shopping is fine and I've been happy with purchases, I will not be frequenting this site any longer as I'm fairly convinced their buying process is a scam. Customers send in "clean out bags" full of items, which are appraised by their "experts." I'm convinced that the purpose of this appraisal process is to ensure that less of the bag is selected than will make up the shipping costs, so that ThredUp never has to actually pay out.
Case in point--I sent in two bags. Both were name-brand children's clothing in VERY good condition. I carefully selected ONLY name-brand, undamaged, unfaded, good quality clothing. There should not have been many rejects. However....Bag one: most of the bag was taken, and the payout amount was slightly over the shipping charge. Bag two: MORE clothes in this bag from MORE desirable brands, and FEWER items were taken, resulting in my payout not making up the shipping charge--and then the (miniscule) balance from the previous bag was deducted. We're talking bags full of clothing that one could reasonably expect to make $20-$50 consigning locally making $4-$10 on this site, eaten up by their shipping charges. Note: They also recently raised their shipping charge.
I'm convinced that their "buying" practices are in fact intended only for them to obtain VERY low-cost goods to resell (at significantly inflated prices from what they give their customers--much greater difference than local consigning), as they DO NOT pay out a fair amount on your bag. I wouldn't be surprised if their "experts" were trained to reject enough of a bag to ensure that payouts (and diminished returns for the company) don't happen. I was willing to give it a shot, and didn't expect the level of return that consigning locally or selling myself would yield, but I was shocked by how bad this was.
DO NOT sell with this company, and if you don't approve of their practices, don't buy from them, either.

Hi [redacted],
Thank you for expressing your concerns and I am sorry for any disappointment with the returned items. We do try to package the items to prevent any damage. Reviewing the photos of the shoes taken at the time of processing, it looks as though we were unable to accept them because they were...

received damaged. I have attached a closeup photo of the shoes taken at the time of processing as well as the photo provided to customer service that you provided after the shoes were received back. They appear damaged in both photos. For this reason, no payout was offered for the shoes.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/17) */
Hi [redacted],
Thank you for expressing your concern and I am sorry that the bag processing did not meet your expectations. I have reviewed the bags you referenced and it does look as though the items were paid within the percentage and range that...

we disclose at both https://www.thredup.com/brands and http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> It looks as though the concern may be the number of items accepted from each bag as there were some items we could not accept from each bag. While sending a brand that we accept is important, there are other factors that we have to consider for each item. For example, each item needs to be free of flaws like pilling and stains. We also take in to consideration style and the ability to resell. This is mentioned in both our quality standards FAQ and our off trend/category surplus FAQ links in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Our specialists and teams hand select items that will be listed on our site and there are several determining factors during the decision making process. One of those factors is the supply and demand brand, color, style, and category. We are constantly evaluating past and future styles that are listed on thredUP. As we continue to understand the supply and demand for brands and styles, we are learning to take a closer look at what styles our customer's want to purchase.
Once you send in a bag, any items we accept are listed in our Shop and cannot be returned. We do not return any items we cannot accept unless you opt into the Return Assurance program prior to your bag arriving in our Distribution and Processing Center. Under the Return Assurance program, we will return items that we do not accept (unless the entire bag cannot be accepted) for a fee of $12.99.
I'm sorry again to hear about your disappointment.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
I realize that you do have your "guidelines" as you referred to. BUT, I also know what I sent in and I CAREFULLY selected and double checked your current list of acceptable brands. I CAREFULLY checked each item in a bright light on a flat surface to ensure that I was sending in quality items. And I know that one particular dress was very trendy. Since when did a black Limited dress go out of fashion????
The problem here is that YOU have my items and I will never get them returned as you are a big business and can bully the individual small person.
Your practice of offering a fair price and forcing a person to agree upfront to pay a HUGE return fee is totally unjustifiable.
I gave your company a chance to prove MANY NEGATIVE reviews wrong. But, after this, I see MANY NEGATIVE REVIEWS ARE TOTALLY UNDERSTANDABLE AND SHOULD BE HIGHER IN NUMBERS.
No, I don't accept this. I want my items returned. The constant emails about items that have sold and the money you are making off me is a slap in the face. I am an honest seller and was expecting honesty in return. Something your company obviously does not stand behind.
[redacted]
Final Business Response /* (4000, 9, 2015/08/13) */
Hi [redacted],
Thank you for following up and I am sorry again to hear about your disappointment. It is not our intention to bully as we do offer multiple opportunities for our members to opt in for the ability to receive back any items not accepted. I have placed below a couple of examples of items that we could not accept for quality. If you click on the photo it will zoom making it easier to view what the processor is noting.
Stains:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Broken clasp:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Fading and discoloration on the dress:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Brands that we do not accept:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
As mentioned previously, we do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted in to prior to us receiving the bag. If return assurance is not requested for a bag when it starts processing, the items that can not be accepted are immediately separated from those that are. We do not hold on to these items and they are distributed among organizations that find homes for the items.
Return assurance can be requested at the time of ordering a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags.
Unfortunately because this bag was not opted in to return assurance we can not return the items. We do stand behind the reasonings for not accepting more items from all of the bags mentioned.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/14) */
This appears to have been resolved through customer service.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Has not been resolved. Have attached the...

screenshot of how I was told yes I would receive a refund and have the shipping fee waived then she said it would be less shipping. I have not received any refund so this has not been resolved.
Final Business Response /* (4000, 10, 2016/02/05) */
I have attached screenshots showing that no return fee was deducted from the return. This was resolved through customer service.
Final Consumer Response /* (2000, 12, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/16) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the bag payout did not meet your expectations. We do payout up to 80% on items that we receive. Some items however do payout as low as 10%. This information is...

published and disclosed on our website in a few different areas. Below is one of the links that goes in to a considerable amount of detail for how much you can earn:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ /> I did take time to review the payouts for your accepted items and it does look as though each item was paid out within the expected range.
We also offer tools for our selling members so that they can calculate how much they can earn prior to sending a bag in the link below:
https://www.thredup.com/cleanout/brands
I am sorry again that the payout did not meet your expectation. We do strive to be as transparent as possible by offering this information on our site for our selling members to reference.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their advertising tactics are extremely misleading. While they advertise paying you up to 80% of retail price on items that is not at all what I received, or even close. Somewhere hidden in their website it apparently says they pay as low as 10% of retail price, according to ThreadUps response to my complaint. However - I received 6% on just about all of the bags I sent in, which was a total of 7. And I keep receiving emails that my items have sold, or that a few of my items are part of their outfit advertisements. So, clearly I sent in quality items and should have been paid out more than 6%. I do not accept their response and still need resolution to my complaint. As I stated before, I would like to have my items back so I can donate them to a charitable organization that is not a scam or they can up their payout amount to me. This company has numerous complaints against them for this same issue - all you have to do is google it to see that their business practices are unethical and they are guilty of extremely misleading advertising.
Final Business Response /* (4000, 9, 2015/07/17) */
Hi [redacted],
Thank you for following up. 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.
I have reviewed your payouts and it does look as though each item paid out within the percentage disclosed in our FAQ link and brand calculator.
I'm sorry again to hear about your disappointment.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/23) */
Hi [redacted],
Thank you for expressing your concerns. We have confirmed on our end that this hold is not coming from our end. It is recommended that you reach out to your financial institution to get it removed. Our credit card...

processing system shows this transaction being declined and not charged.
Please let us know if you have any other questions.
Best,
[redacted]

Initial Business Response /* (1000, 6, 2014/12/23) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. We do strive to offer a satisfactory selling experience to all of our members.
Likewise, we also do our best to accept items that...

our buying members are searching for by thoroughly reviewing each item for stains and excessive wear and also style of clothing. There are certain styles and brands that are simply difficult to sell and remain as lingering inventory for extended amounts of time and so regretfully we have stopped accepting these.
The way we are transparent in offering the clothing calculator at http://www.thredup.com/bags/info on how much we pay for items we are also transparent with our sellers on what items are currently experiencing a surplus and certain styles that are not being accepted. These are found in our FAQ's that our selling members find to be quite helpful and they are updated when and if anything changes. They can be found below:
Not current style are styles that we have found to be difficult to resell. In an effort to provide the best inventory that our members are looking for, our team does have to be strict on what we accept. Our bag processors have the final say on what is accepted and not accepted based on this criteria. http://support.thredup.com/entries/XXXXXXXX-What-does-off-trend-mean-
Our bag processors are really very strict about accepted items because they're responsible for ensuring those items are sold in our online shop. Because we resell these items to other families who count on us to thoroughly quality check all the items we post in our Shop, we must screen out any items that show any signs of wear. Our team is specially trained to spot rips, tears, stains, shrinkage, fading and other signs of wear. http://support.thredup.com/entries/XXXXXXXX-Quality-Standards-What-can-I-send-⇄ /> As for items that can not be accepted for quality standards such as stains, we do keep photos of these items and they were shared with you on the customer service tickets. For example, the dress below does have a stain near the processors hand. If you click on the photo it will zoom making it easier to view exactly what they are pointing at.
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
This item below has a hole directly above the processors finger on the lining.
Our buying members have grown to have high expectations of the garments they purchase we do our best to maintain a high standard of what is sold.
We do offer return assurance however this must be requested either when the bag is being requested as prompted or at any time prior to us receiving the bag within your account in your bag history.
Regretfully we can not pay for items that can not be accepted or sold.
Please let me know if you have further concerns.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same information conveyed to me numerous times that does not hold true in my case. The items did not contain stains or holes and were all in style per your website calculator. In fact, one item I had just purchased from you and returned for consignment because it was too small. How could you reject your own item? This spells to your lack of consistency and lack of integrity in your service. You have not satisfied my loss of over $100 worth of quality, in style clothing that I am now without. I did immediately request that my items be returned to me. I was even willing to pay for the cost of them being returned to me. ThredUp stated that was not possible. How is this any resolution to a customer who sent you (17) items consign and received a payout of $15.76? You are an unreputable business that I hope other consumers research before consigning with. How has the Revdex.com helped the consumer in this case? It has not. I was reiterated the same policy spiel that I was already given? Buyer beware is all I have at this point. I am at a loss of over $100. ThredUp might have as well stolen my clothes. That is my honest belief.
Final Business Response /* (4000, 10, 2015/01/16) */
Hi [redacted],
I'm sorry to hear about your disappointment. After reviewing the photos taken at the time of processing we stand behind the original processing reasons for the bag.
Best,
[redacted]
Final Consumer Response /* (4200, 12, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How is this any resolution at all? It provides me no financial relief whatsoever. Again, my clothes could have been returned to me, but ThredUp chose not to honor my immediate request. At this point, the consumer has no recourse or protection which should be provided by the Revdex.com.

Initial Business Response /* (1000, 5, 2016/01/11) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry again to hear that your bag stopped tracking in transit based upon the tracking information below showing no further tracking with...

Fedex:
https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=XXXXXXXXXXXXXXXXXXXXXX...⇄ /> Reviewing our payout estimator, it does look as though the amount paid out for your bag is the amount that would have been earned had we received them and processed the bag. This information is disclosed on our payout estimator page in the link below:
https://www.thredup.com/p/cleanout-payout-estimator
We strive for full transparency by disclosing the amount paid for any item in the cleanout section for all selling members to view to make sure that our service is the best fit for their needs.
I'm sorry again that the bag did not make it further in transit.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had indicated on my account, that I would pay for the shipping of my jeans back if I decided not to use your services. This of course was not offered to me because they were "lost in transit" to you. I find it odd that this package was not trackable via FedEx. I have NEVER had a package that was not able to be tracked by FedEx. This said, I do not feel like this is a fair business practice, as I should have been able to make the decision that your payment estimator was too low for me to pursue doing business with you. I really wanted my Jeans back. I feel I am owed something more, since I was not in agreement with your payment calculator and agreed to pay for them to be shipped back to me. I donated every dollar you gave me to charity. You have horrible customer service in my opinion.
Final Business Response /* (4000, 9, 2016/02/05) */
We stand behind the payout of this bag. Had the bag been delivered by fedex and accepted, the amount paid for the items is what would have been earned. Return assurance only allows items that can not be accepted to be returned to the seller.

I ordered 3 separate orders from this company with the total around 350.00. If you order clothing with tags on it you are safe. I ordered several items that were not fit for resale. I ordered several pairs of shoes and they were wonderful. When I requested that I get a print out return labels I was advised to get a friend or family member to help me because they don't do that. There were also instructions to go to FedEx and how that could be done. I am a disabled shopper and buy 95% of goods on line. I was truly insulted by customer service. I won't be shopping there again. Bargain or no Bargain the customer is not a priority with these people.