Thredup, Inc.

Initial Business Response /* (1000, 5, 2015/07/02) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment with the results of your cleanout bag.
As for unsubscribing from emails, we do show that the email address referenced on your...

account has been unsubscribed and is no longer receiving promotional emails. The account was not closed so that you can cashout and receive the funds from your cleanout bag. Once you are cashed out you are welcome to close the account at any time by visiting https://www.thredup.com/account.
Unfortunately we do not send checks as noted in our FAQ in the link below but you are welcome to cash out and request a check from Paypal. You are welcome to cash out at any time. To do this you will want to log in and visit http://www.thredup.com/bags. In the top right corner it will show your cash balance and under that you will click on the words 'cash out'. This will take you to a page to initiate a transfer to paypal.
Can I request a check? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-a-check-
The information on what we do with items not accepted and not opted in to return assurance has been disclosed in our FAQ's for quite some time. It is always our goal to be as transparent as possible with everything from how much we pay for items and what we accept to what we do with the items not accepted. This information can be found in the link below:
What does thredUP do with unaccepted clothing? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-thredUP-do-with...⇄ /> It is also noted in both our terms of use and FAQ's that items listed on the site can not be returned.
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ /> I am sorry again that the processing of your bag did not meet your expectations. Please let me know if you have any other questions.
Best,
[redacted]

Initial Business Response /* (1000, 8, 2015/10/07) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectations. I do see that there were lengthy customer service conversations regarding your bag.
It looks as though...

you were concerned about a pair of jeans that was in your bag. Like many consignment stores we find ourselves with certain categories, sizes, or brands that provide more supply than demand and we have to limit our intake of these items. We offer an excellent tool for our selling members to check prior to sending a bag as to what categories these may be. I have placed this link below for reference:
What does "Category Surplus" mean? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> 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 or concerns.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the first contact I've had and I requested they be returned the day I was notified it was processed. This was well over a month ago. Their website states they accept this item.
Final Business Response /* (4000, 14, 2015/10/30) */
We stand behind the processing of this bag and the policies around return assurance.

Initial Business Response /* (1000, 5, 2015/03/06) */
Items had been promised to be returned prior to this Revdex.com complaint being made and have since been delivered to her on 3/3.
Wording on the email going out regarding bags has since been changed so that the member knows to contact support...

to receive back items not accepted when a bag was opted in to return assurance.
No items were accepted from the bag member referenced in the complaint because it was requested that the bag not be processed. Therefore, no items were accepted.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bags were indeed processed and items were sold. Customer service failed to reply in a timely manner to any contact attempts after bags began processing. It was after I found a cell phone number of an employee at Thredup that I got. Customer service answer. Your business is chaotic, customer service is incompetent and frequently fails to respond in a timely manner, and your return policies are basically a way to scam people. You want bags of designer items-these are not things people would simply give away. These are things people wish to sell because they have value. You need to stop treating customers like they are sending in a bag of junk that they would otherwise give away. Notably, the only items selected by Thredup were the lowest value items in my bag. I later was made aware of an eBay store run by Thredup which has almost all very high end designers! This is where I beleiev you make a profit from the clothing you don't return. If you want to operate like a goodwill then ask for lower end brands and give a receipt for charitable contribution. My story was of interest to a journalist and I'm hopeful it will air and people will know to avoid Thredup
Final Business Response /* (4000, 9, 2015/03/27) */
We stand by our previous statement that this was resolved.
Final Consumer Response /* (2000, 11, 2015/04/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received 90% of my items back and some items that weren't mine. Thredup has now removed customer feedback on their facebook and are attempting to limit information about their scam business from reaching the public. I'm hopeful the segment airing on local news and facebook posts prior to their tightening their page are helpful and letting people know what they do.

Initial Business Response /* (1000, 5, 2015/08/21) */
Hi [redacted],
Thank you for expressing your concerns. I would be happy to look in to this for you but we have no records of the email address or account information that you provided. If you follow up with the email address or bag number I...

would be happy to look in to this for you.
Best,
[redacted]

Initial Business Response /* (1000, 8, 2015/10/07) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the cleanout experience did not meet your expectations. I do see that there were lengthy customer service conversations regarding your bag.
It looks as though you were...

concerned about a pair of jeans that was in your bag. Like many consignment stores we find ourselves with certain categories, sizes, or brands that provide more supply than demand and we have to limit our intake of these items. We offer an excellent tool for our selling members to check prior to sending a bag as to what categories these may be. I have placed this link below for reference:
What does "Category Surplus" mean? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> 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 or concerns.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the first contact I've had and I requested they be returned the day I was notified it was processed. This was well over a month ago. Their website states they accept this item.
Final Business Response /* (4000, 14, 2015/10/30) */
We stand behind the processing of this bag and the policies around return assurance.

Initial Business Response /* (1000, 10, 2015/05/13) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that your clean out experience did not meet your expectations. It does look as though you sent another bag previously that had an excellent payout.
We did offer a promotion...

for several months where we offered a 100% payout on all handbags that were accepted and we thank you for participating.
This promotion offered a 100% payout for all handbags that we received and met our admittedly strict guidelines for handbags. Our handbag team individually reviews each handbag for authenticity and quality. Because our buying members have high expectations on the quality of items they purchase from us and because we guarantee the quality of each item our team does thoroughly review each item to ensure that it meets all of our standards. I have placed a link below for your review but in short, the item must contain no rips, tears, stains or signs of excessive wear.
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-for-Han...⇄ /> It was found at the time of processing that the Pour La Victoire Bag you referenced did have a small tear in a highly visible area that prevented us from accepting the item. Had it not been for the tear it would have met our quality standards as outlined in the link above.
We do offer return assurance that allows you to receive the items back that are not accepted however this does need to be opted into 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 after the bag is processed.
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. This is also mentioned in the materials that we provide with every clean out bag that is sent out as a reminder to opt your bag in to return assurance, especially if you are sending designer items.
Unfortunately because this bag was not opted in to return assurance we can not return the items.
For future bags we do recommend opting in to return assurance just in case we are unable to accept an item.
Please let me know if you have any other concerns.

Hi [redacted],
Because we receive and process upwards of 13,000 bags per week, it is not uncommon for us to receive the same item from multiple bags if the item is from a mainstream designer such as [redacted], etc. We keep detailed records of when each item was received and processed. I am sorry that we were unable to accept the black [redacted] sweater.
We stand behind the processing of this bag.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/01) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that your cleanout experience did not meet your expectations. I did review your bag payout and it looks as though the items paid out as intended and disclosed in both our...

pricing calculator and based upon payout charts in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> Any item that is listed below $60 is paid out upfront and is not considered a consignment item. It does look as though a couple of items fell within the 10% bracket but most paid out higher than the 10% based upon the information in the link below.
Unfortunately once items are on the site they can not be returned as referenced in this link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ /> I'm sorry again that the bag processing did not meet your expectations.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Did not offer a resolution to the issue and still refuse to return my personal property. This is theft.
Final Business Response /* (4000, 9, 2015/06/17) */
Hi [redacted],
Thank you for following up. Unfortunately as mentioned in both our terms of use and in the link below we can not return items once they are accepted.
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ /> Please let me know if you have any other questions.
Best,
[redacted]

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

DON'T SELL THEM YOUR CLOTHES! It is much more cost-effective to buy and sell clothes locally--those businesses don't need to cover costs of shipping back and forth and often the people who buy and sell also maintain the stock in storage and on the floor so there is a much smaller staff. ThredUp has huge staff on both coasts and, therefore, need to generate a lot of income through the purchasing of used clothes. It's a lousy business model and the sellers are the ones who pay the price. [redacted] recently gave them 81 million. I don't know what they are doing with it since they are still gouging their sellers. One thing they can do with it as mentioned in the WSJ is "remain free from public scrutiny."
In both their customer service messages on Facebook and their private emails to customers they praise themselves for their transparency. Transparency is a nice word, but it's not truthful. There is no mention of why specific decisions are made not to take certain items, like a Fall 2014 2000.00 dress worn once from a luxury label (I can get this explanation when I sell in person, so it's not a ridiculous request). And there is no reasoning provided as to why unworn clothes, still with labels or boxed from top children's clothes sellers would only pay out 10%.
The most money they offered for a payout was 22.00 for a BLK DNM blazer they are going to list for 54.99. As listed on their site, they mention it has a minor stain on it, but don't say where. I checked everything carefully before I sent it and didn't send anything stained which reminds me of other complaints of staff damaging clothing. As it is, if I were going to buy it, I'd at least want to see where the stain is as buyers are encouraged to show on eBay.

Complaint: [redacted]I am rejecting this response because:it's not the only item, I have a bag-full of name brand items they didn't accept, and the reasons they gave me were really bogus!!  The items they didn't accepted were in way better shape than what they accepted!  And I demand all the rejected items returned.  I'm taking a step for legal action.Sincerely,[redacted]

Initial Business Response /* (4000, 7, 2014/12/28) */
Hi [redacted],
Thank you for your feedback. We do disclose on our clothing calculator an estimate of how much is paid for accepted items. This is on the same page where you request a bag and there are also more detailed charts in our FAQ...

section if our members are wanting more of a visual chart.
While we did not donate to Salvation Army, we did donate proceeds to Feeding America as recently as Thanksgiving.
Thank you again for your feedback.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/19) */
Hi [redacted],
Thank you for expressing your concerns. Our pricing team evaluates the price for items that come through and base price on the price in which they will resell on both the MSRP and the price in which an item will sell. Based...

upon this information, the $10 is approximately what the shoes would have earned had they been accepted and sold. Estimates for items can always be found on our payout estimator in the link below:
https://www.thredup.com/p/cleanout-payout-estimator
Please let me know if you have any other questions.
Best,
[redacted]

I had a very negative experience with this company, and want to say CAVEAT EMPTOR, buyer beware.

Many new items with tags corresponding to brands accepted and/or brands available on their site were not credited to me and I received no $$; and not returned (though customer service promised a resolution of either money or return for a new handbag) and excused as a "glitch". They will say anything to stop the deserving complaints. I believe the people selecting clothing for the site are not properly trained (name brands in current styles, many with tags, were not accepted for listing the site). More glitches? Or greed? I urge people who have clothing to donate, to go to your local place because this online resale source is not functioning in a trustworthy way. This is my experience.

Initial Business Response /* (1000, 5, 2014/07/30) */
Hi [redacted],
We apologize for this horrible mix up. We were able to recover your ordered items and reshipped them yesterday. They should be delivered today at any moment.
One of our support members has followed up with you!...


Thank you for your time and patience with us while we took care of this!
[redacted] P
Customer Service Manager
thredUP, Inc.

Complaint: [redacted]I am rejecting this response because:
The terms of consigning and selling which were expressed to me by a ThredUP representative were not relevant to my initial complaint. I have clothes that were brand new with tags which were stolen from me. ThredUP made no attempt to explain to me what they did with the clothes that had tags still on them? They re sell gently used items and may not accept certain used items which I understand as stated in their terms . They do not disclose about not clothes which are brand new that they did not accept nor return to me . They stole from me and I’m afraid they will do it to other hard working trustworthy individuals .Sincerely,[redacted]

Hi [redacted],
Thank you for expressing your concerns and I am sorry that the return assurance bag was not located. I am happy to address the concern regarding our payouts. We believe that transparency in what can be earned is very important. For this reason, we provide the payout estimator on the...

cleanout pages where bags are requested so that our customers can review potential payouts to see if we are a good fit for their needs. The link to review the payout estimator is [redacted].
Reviewing the support ticket, it does look as though the support representative provided a payout for the items not received back as well as a breakdown of what was paid per item. These amounts were in line with the disclosed payouts on the payout estimator to make sure that, in good faith, a payout was provided for these items in an amount that would have been paid had they been accepted.
I'm sorry that the cleanout experience did not meet your expectations.
Best,
[redacted]

This company is a rip off, they told me my bag wouldn't be able to be processed until 7/27/2016 ... THEN WHY ARE MY ITEMS BEING DISPLAYED FOR SALE ON YOUR WEBISTE !!! They didn't pay me a dime for a single thing I sent them in my second clean out kit yet are still posting my items making money off things they haven't paid me for. Clear rip off , and why the [redacted] still represents this company is beyond me. Please stop representing this dishonest company , and give them a taste of their own medicine. PLEASE !!!!

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, 5, 2015/06/01) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that our support team did not respond to your initial email within 1-2 days. We did get behind in support for a few days.
[redacted] was correct in how price items...

in the shop. We will take the original price of an item and reduce it by 70-90% to get the price that we list an item for in our shop, even if it is new with tags. We do not list items at their original price.
The price that we list an item for in the shop is the amount that our payout percentage is based off of. With your example of the bathing suit listed at $8.49 it does payout at 10% as you mentioned in the amount of 85 cents. This is noted in our FAQ where we discuss how much you can earn in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ /> We do our best to be transparent in our payout structures by disclosing them online in our FAQ's and with our payout estimator in the link below:
https://www.thredup.com/cleanout/brands
I'm sorry that your questions and concerns were not answered satisfactorily through our support team.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again a very slow response turn around even to the Revdex.com complaint! Still think your customer service leaves much to be desired which is the first reason that I do not accept your response. "We did get behind in support for a few days" that you state in your response does not seem like an adequate or even a meaningful apology. And moreover it was not just in the instance I filed but in other past experiences with your company where I experienced significant customer service delays.
I did see the pricing link, as I did research your website carefully and read all links before using your service and even before filing the Revdex.com complaint. I still don't agree how the initial price is set for items that are new with tags. That is the basis of my complaint, which again is not addressed in your response and is the second reason why I do not accept your response.
I do believe the premise of ThredUp is a great one. But I think your company has much to work on in terms of customer service response rates and the way you price new items to continue to evolve as a company.
Final Business Response /* (4000, 9, 2015/06/17) */
Hi [redacted],
Thank you for clarifying. We do not list items for their original MSRP price when we receive an item that is new with tag. We will take the price on the tag (the clearance price if it was originally discounted in an effort to be honest with the buying member) and reduce it by 50-70%.
Items that are received gently used (without a tag) are reduced 70-90%.
I'm sorry again that the bag processing did not meet your expectations.
Best,
[redacted]