Thredup, Inc.

TOTAL [redacted]!! I sent a full bag of nice clothes, including 2 boutique dresses with tags on them, marked over $120 each. The few items they accepted happened to be the cheaper clothes I out in the bag. I noticed they charged way more for them on their website than they were worth! At the end of my over month long waiting period, the PAID LESS THAN $4!

Initial Business Response /* (1000, 5, 2015/12/23) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept more items from your bag. We do have admittedly strict standards on quality and only accept like new items without flaws or stains. We love...

accepting designer items but they do need to meet our quality standards.
As it was mentioned in the customer support requests, there were flaws found in the other items which is why they could not be accepted. I have attached close up screenshots to this request showing some of the ones mentioned. In the links provided previously, if you click on the photo they will zoom making it easier to view the flaw noted.
I am truly sorry that we could not accept more items from the bag.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The items I sent in were in great conditions. I would like to get them back or get a site credit. I am being ripped off because my items are being sold to a 3rd party. I would take a $75 store credit or my items back.
Final Business Response /* (4000, 9, 2015/12/31) */
Hi [redacted],
Thank you for following up. When a bag is requested there are two options available. One is to opt in to return assurance to have items returned that can not be accepted. The other is to have items recycled and not send bag that are not accepted. Unfortunately it looks as though the option chosen for this bag was to not have items returned.
The items were not held aside to be returned when the bag was processed due to this option. We are always happy to return any items not accepted but this must be requested prior to the bag being received in our facility and we can not pay for items that do not meet our quality standards.
Best,
[redacted]
Final Consumer Response /* (4200, 11, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not clear in the instructions. A bag came with somthing I ordered. I was not given the return option. I would like compensation for my clothing that you stole

Initial Business Response /* (1000, 5, 2015/01/30) */
Hi [redacted],
Thank you for expressing your concerns. Reviewing customer support tickets this appears to have been resolved.
Best,
[redacted]

I first heard of ThredUp thru [redacted] and decided to check it out.. I made a purchase and was very happy with quality of items I purchased. I decided I would sell them my items I had in my closet. I requested a bag and filled it with many clean high quality items, express, BCBG dresses,denim items 'at least 35/40 items in the bag. I got an email that 6 items where excepted and payout of $14.83.. Very disappointing and unacceptable because I know my items are going to be selling for a lot more. I didn't ask for the 12.95$ return option, thinking I would at least get 50$ for the bag.. I will never ever send any times to this company again. I would rather do are then to local good will and know it's going back to community.. Something seems off with this company.. Very NEGATIVE EXPERIENCE. Do not send items to this company..

I heard about ThredUp from The Today Show, who made it sound so wonderful. I ordered my polka dot bag from Thred Up and sent them 15 clothing items, mostly all of items were from Loft, Coldwater Creek, Tommy Hilfiger,Tahari. The items were never worn and still had the tags attached. After waiting over 6 weeks for my bag to be processed, they valued my clothes at $320.00….however, all I am going to get is $53.45! I would have done much better at a consignment store or a garage sale. I then went and checked out reviews posted on-line regarding Thred Up and wished I would have done so before I sent them my bag…every review had the same complaint. New clothes sent and the senders received next to nothing for them. I have also sent The Today Show a complaint...they need to do better research for their show segments. Would never recommend ThredUp to anyone.

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, 2015/07/24) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that this bag did not payout as well as previous bags. After reviewing this one as well as previous ones sent, it does look as though there were more items from this bag...

that we could not accept.
The primary reasons for more items not being accepted from the most recent bag were brands that we do not accept along with items that fall within our category of difficult to resell.
We do offer some excellent tools for our selling members. If you decide to try us again in the future, we would love the opportunity. One of the most popular selling tools that we offer is our brands page where you can check to see if we accept the brands you are wanting to send as well as calculate an estimate of what you [redacted] earn if the item is accepted. This page can be found at:
https://www.thredup.com/cleanout/brands
We also keep an FAQ updated for styles and categories that we are currently limiting. Our specialists and teams hand select what 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 a brand, color, style, and category. We are constantly evaluating past and future styles that are listed on thredUP. The link we keep updated can be found below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> I'm sorry again that this bag processing did not meet your expectations. If you decide to send another bag in the future, feel free to reach out to our support team and they would be happy to assist in providing any additional information needed to help maximize your acceptance rate and payout.
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]

Hi [redacted],
Thank you for expressing your concerns and we apologize for the delay in processing bags. Currently, the processing times are about 52 days from the time a bag is received at a distribution center and we process bags in the order in which they were received. We process upwards of 13,000...

bags per week and do our best to process items within the estimated timelines provided.
It looks as though the bag that was received on 5/30 is still waiting to be processed. The other two bags are complete and can be viewed at [redacted].
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/25) */
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. We do admittedly have strict standards as outlined in our quality standards in the link below:
What can I...

send? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> It does look as though there were a few items that were brands we do not accept and that there were also some that did not meet quality standards.
We do take photos of every item that comes though at the time of processing. Below are photos of a couple of items taken at the time of processing that visibly show the stains and/or holes referenced in the support ticket. If you click on the photo it will zoom making it easier to find what the processor is noting.
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg - has a stain on the skirt appx. 2 inches from the bottom button seam.
We do our best to accept every item that we can from every bag, unfortunately because we guarantee every item on the site, each item does need to meet our quality standards. I'm sorry that we could not accept more items from your bag.
Please let me know if you have any other questions.
Best,
[redacted]

Initial Business Response /* (1000, 11, 2014/07/14) */
Hi [redacted],
In response to your complaint, I would like to apologize for your unsatisfactory experience using our thredUP service. When your expectations are not met, it is very upsetting. 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, and take feedback seriously.
We do our best to provide full transparency about our policies, processes, and our reasons for item acceptability. Regretfully, we cannot return clothing to users. Although some items we received did meet our strict standards of quality, not all did. At sorting, those that did not were immediately separated and grouped with other items, making it extremely difficult to find and return your specific items.
We do offer return assurance for bags but this needs to be requested prior to sending the bag. This is a prompt when you request a bag and you can also opt in within your bag history at http://www.thredup.com/bags.
It does look as though the majority of items could not be accepted due to brands we do not accept. The clothing calculator that we provide on the site at http://www.thredup.com/bags/info offers a way to look up not only how much we pay for items but also how much we pay for them if they are accepted. It is always strongly encouraged to utilize this tool prior to sending items.
As far as the rejection reason of 'dirty', we have several reason codes that can be used and our processors try to use the most accurate one for the item. For example, the shoes in the link below were one of the items that could not be accepted:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXX/raw.jpg
I'm very sorry again for hear about your disappointment with the bag that you sent in. We do try hard to offer information on the site to help our members prior to sending a bag.
Best,
[redacted]

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]

I am extremely unhappy with my experience with ThredUp and am making sure all of my friends and family are made aware. Here are just some of the situations I experienced:
1) I sent my bag into them, but it "missed a scan" at the warehouse for a few weeks.
2) I wrote to the customer service about the bag and it took them 2 days and multiple emails to get back to me.
3) Customer service said they would make the funds immediately available to cash out, instead of waiting the standard 14 days, as soon as the bag was processed. This was to make up for the fact that it was delayed.
4) The amount of funds I received for my bag was INEXCUSABLE. I got $16 for stuff that you're going to resell for over $160. That's disgusting. Two items they kept stil had tags on them.
5) I wrote to customer service as I changed my mind and did not want to have my bag returned and incur the $9.99 fee to return it.
6) I never got a response and the $9.99 was taken out of my funds anyway.
7) The funds are still not available to cash out anyway, even though I was told they would be available immediately.
I really don't know how they sleep at night. I'm so frustrated and have never seen such bad customer service before...and I've worked in customer service.

Hi [redacted],
Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectations. I sounds as though there may be a little confusion on how the process works.
When a customer sends a bag, we review each item and each individual item must meet our...

admittedly strict standards. We do not accept items with flaws such as large stains, holes, snags, etc. or even small ones in highly visible areas. All items are paid out any where from 5%-80% of the list price. The amounts paid our are disclosed upfront on the cleanout pages so that all of our sellers can decide if we are the best fit for their needs. You can find the cleanout pages and payout estimator at the link: [redacted]
We do send items from the site to our stores, however, if an item does not meet our quality standards for the site it will not meet the standards for the store. They have the same quality standards, no flaws are accepted and all items must be like new.
As for the bag fee, any fee associated with the bag is shown at the time the bag is requested, but it does look as though our customer service team refunded this fee to your account when you recently contacted us in support.
I apologize that we were unable to accept more items from your bag.
 
Best,
[redacted]

I've had repeated issues with ThredUp's poor communication. The first occurred when they changed their return policy (from 30 days to 15) without making the change apparent to returning customers. More recently, I ran into an issue with them removing items from my chart prior to the published timeframe listed on their website (24 hours). When I contacted the company, they responded this was due to a distribution center change that items would no longer be available to me. Due to the nature of online consignment stores, there was no means to remedy the issue. I've had too many frustrations with this company to continue giving them both my time and business.

Initial Business Response /* (1000, 5, 2015/02/13) */
Hi [redacted],
Thank you for expressing your concerns. The shipping has been refunded to your source of payment.
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/02/19) */
(The consumer indicated he/she ACCEPTED...

the response from the business.)
The shipping was refunded.

Revdex.com:All these issues have been resolved by customer serviceSincerely, [redacted]

Initial Business Response /* (1000, 9, 2015/12/04) */
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 looks as though this was resolved through customer service but just to reiterate, it looks...

as though we could not accept more items due to quality standards that we have listed in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> Here are some examples of why we were unable to accept the items from bag [redacted]
pilling
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
stained/unclean
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
snag/hole
https://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
We do our best to accept every item from every bag however every item does need to be in like new condition and meet our strict quality standards. I am sorry that we could not accept more items from your bag.
Please let me know if you have any other questions.
Best,
[redacted]

I submitted a bag of good to high quality clothes - many with price tags still attached or worn only once. The value of the clothing was over $250. I was credited for a total of $10.20 for all the items. I contacted [redacted], Chief Marketing Officer, about my concerns and received no reply.
I pointed out that I could have donated the clothing & received a documented tax credit for more than $10.20.
Supposedly, all the items that were not posted for sale were "donated" to a charity, but there is no verification of this.
Other sites with user reviews of thredUP contained negative experiences like my own. Frankly, I am astounded that the [redacted] gave this company a high rating.

Hi [redacted],
Thank you for expressing your concerns and I am sorry that the cleanout process did not meet your expectations. We do have admittedly strict quality standards for acceptance. I 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 stains. There were also a couple of undergarments, which we do not accept. I have attached a couple of screenshots for 2 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 items. This 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 disclosed. You 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 processed. This 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 account. Unfortunately, it looks as though you chose to have have the items returned when requesting a bag. Due 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]