Thredup, Inc.

Initial Business Response /* (1000, 5, 2015/03/06) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept these handbags. Our processing team does have to be very strict with the quality of handbags that we accept. The Christian Dior handbag did...

have a small brown stain on the side of it. It was otherwise noted as being in good condition.
The Prada handbag was not accepted due to being a style that was not current or one that is difficult to resell.
We always encourage our members that send high end, designer items to opt in to return assurance so that any items that can not be accepted are held aside to be returned to you. Return assurance can be requested when you request the bag and also within your account at any time prior to us receiving the bag.
When a bag is not opted in to return assurance items that can not be accepted are not held aside to be returned. This information is also outlined in our FAQ section:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance-...⇄ /> I'm sorry that this selling transaction did not work out as well as your previous ones.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I followed your strict guidelines met each of those requirements prior to sending the bags in. I have never had any issue before with the quality of the items that I sent in the past. The stain you're referring to was not present when I sent them in. My issue lies in the fact that I believe it happened at your facility. It appears that I will it not be getting my bags back and this upsets me because I feel that I'm not at fault. I still believe it was false advertisement. I was led to believe that based on your requirements, my bag would have met your strict protocol. There was no mention in your FAQs or guidelines about my Prada bag would not be eligible for resell.
You have that same bag, in a larger size, selling your website right now. It is unfair practices, in my opinion. Definitely seller beware...lots of inconsistencies and guesswork.
Final Business Response /* (4000, 9, 2015/03/27) */
Hi [redacted],
I am sorry again to hear about your disappointment. We go to great lengths in our facility to keep all surfaces clean and as seen in the photo below, all processors are required to wear gloves.
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
We would love to have accepted the handbag if it had not been for the stain on the outside.
As mentioned previously we are happy to return all items that can not be accepted when the bag is opted in to return assurance. Not requesting return assurance indicates that the items are not requested to be returned.
Best,
[redacted]
Final Consumer Response /* (4200, 11, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution in the response above to my specific inquiry. I know my bags are "gone" and I am not getting them back, therefore I cannot be satisfied with the response posted by the company. Sadly, there also has been no incentive to keep me as a customer either. I cannot, in good faith, say that this has been resolved, but you can close the complaint because it seems that ThredUp is not willing to offer anything for the misunderstanding that occurred with this transaction.

Initial Business Response /* (1000, 5, 2015/08/13) */
HI [redacted],
Thank you for reaching out and I am sorry that there was a delivery problem with your order. It does look as though we resolved this through a paypal dispute that you created.
Best,
[redacted]
Initial Consumer...

Rebuttal /* (2000, 7, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted ThredUp's refund, however, it would have been classy to hear from ThredUp rather than simply receiving a notice from PayPal. The experience didn't leave me with a good feeling about ThredUp. Other online retailers seem much more concerned about taking care of their customers.

We stand by our terms of use. No refund will be offered.
Best,
[redacted]

Initial Business Response /* (1000, 13, 2014/09/17) */
Hi [redacted],
Thank you for expressing your concerns. It looks as though this has been resolved through customer service with a credit of $156 added to your payout.
Please let me know if you have any other...

questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2014/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that my purse was mailed back to me. When I did not receive it for many days later, I inquired into what the tracking number was. Days later, I received a response that my purse was lost and they credited my account for $156.00 for it. Please note that that purse retails for $650.00 and is a discontinued pattern with the Burberry company. I think ThredUp's customer service is the worst I have ever seen and am highly upset that I was lied to when told that it was mailed back to me and later found out it was lost. Sounds more like a lie and that someone stole my purse. $156.00 does not even come close to what that purse would bring since they have purses for more than that with a lower retail price.

Initial Business Response /* (1000, 5, 2015/07/24) */
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.
Like many other consignment stores, we do have to limit our intake of certain categories.
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. JCrew is one of our most popular brands and a favorite by many of our buyers! However, with blazers being a category surplus, it was determined that this specific style has 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 styles, we are learning to take a closer look at what styles our customer's want to purchase.
We offer an excellent tool for our selling members in our FAQ so that they can view at any given time, an updated list of what we categories we may be limiting. This information can always be found in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Regretfully, with the bag not being opted in to return assurance, the items were not held aside to be able to return. It does look as though this bag requested for items to be donated and not returned when the bag was requested. I have added a screenshot of this section on the page where you requested the bag.
Please let me know if you have any other questions or concerns.
Best,
[redacted]

When I sent my first bag it was processed within a week and a half, I sent five items and they kept four and they politely returned the fifth item to me. I have emailed them and I have received a response in return. If you have never worked with clothing you will never understand the process of making sure you have quality items to resale. Remember to read all the information provided by the company because I feel like they were up front about everything. I would rather have some cash then a store credit any day. Thredup is Awesome

Initial Business Response /* (1000, 5, 2015/03/13) */
This was resolved via customer service and the items were returned.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The...

policy of the business needs to change. I should not have had to take extreme measures to ensure my items were returned to me.
Final Business Response /* (4000, 9, 2015/03/27) */
We stand by the previous statement that this was resolved.

Initial Business Response /* (1000, 5, 2016/01/08) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept more items from your bag. I do see that you send in several lovely jackets from varying brands. It looks as though a few were found to have some...

quality standards issues and a couple of others were brands that we do not accept.
As for the items that thredUP was unable to accept for resell, every item that our bag processors review, must follow up to our strict quality standards and acceptance criteria. Our processors have determined the following items could not be accepted for resell in our shop below:
Bag ID Photo Brand Gender Reason
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Coldwater Creek women Fraying or Snagged
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Draper's & Damon's women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg R&M Richards women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Ms. Lee women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Notations women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Sag Harbor women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Coldwater Creek women Hole/torn > 1/16
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg BonWorth women Brand based auto reject
XXXXXX https://assets-thredup.insnw.net/assets/XXXXXXXX/retina.jpg Coldwater Creek women No Size
Because our processors are responsible for ensuring those items that are sold in our online shop, are really, very strict about accepted items as our customers are expecting to purchase like-new quality items. For future reference, this information can be found on our clean out page through this link here: https://www.thredup.com/p/cleanout And on that same page, you can find the payout estimator which informs you of what brands we are currently accepting and not accepting.
I am sorry again that we could not accept more items from your bag. Please let us know if you have any other questions.

Initial Business Response /* (1000, 5, 2015/03/27) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept your bag. As outlined in our quality standards we can not accept items that have an overwhelming odor whether it be cigarette smoke, perfume,...

etc. Our buying members have high expectations for the items we sell and odors are one standard that buyers tend to be especially sensitive about.
We are always happy to return any items that are not accepted but as outlined in our return assurance guidelines this does need to be requested prior to us receiving the bag. We offer the opportunity to request return assurance both when requesting the bag and at any time prior to us receiving the bag within your account. You can opt in or out at any time up until the bag is marked as received.
It is strongly suggested, as in the screenshot that I have attached here, to opt in to return assurance when sending designer items in case it can not be accepted.
Please let me know if you have any other questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I pay $13 for a return guarantee when the item is in perfect shape? I made the mistake of informing ThredUP that I have fotos documenting the perfect condition of the purse, so of course, they come up with some random claim that my like new designer bag in perfect condition has an odor??!! Hard to prove or disprove that.
I should have asked myself, why would ThredUP run an offer to give the consignor 100 percent of the sale of the designer purse when it costs them $5 to mail and process it? They lose $5 a bag. So, of course they are selling them elsewhere and making a nice profit.
A review of countless other complaints online show that this is a longtime trend with this company - that they keep and sell the lesser items and "discard" the high end quality items.
Even one of their own employees online indicated that many items come up "missing". This company is running a sham operation and should be shut down.
Final Business Response /* (4000, 9, 2015/04/10) */
We stand by our initial response and reasons as to why the bag could not be accepted.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/15) */
Hi [redacted],
Thank you for reaching out and I am sorry that the payout of your bag fell short of your expectations. Reviewing the payout of your bag it does look as though the items accepted did payout within the ranges disclosed in our...

FAQ section below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-UPFRONT-Everything-you-ne...⇄ /> Reading over your customer support ticket it looks as though you were mostly concerned about the pricing of the Max Studio dress that was in your bag.
It does look as though the item, while new with tag, did have a clearance sticker in the amount of $39.99 on it. As you can imagine it would be disconcerting for a buyer to receive an item purchased online in our discounted shop that has a price tag showing it was originally purchased for less.
For this reason, when we receive a new with tag item our policy is to have the processor use the lowest price on the tag for the original price noted and we reduce off of that amount. This is in an effort to be fully transparent with our buyers.
As for the other items not accepted, it does look as though there were some that could not be accepted due to either some quality issues and two because they did not have a size tag for us to be able to itemize it properly on the site.
For example, the shirt below is a brand we love however we could not accept it due to the staining and discoloration towards the bottom. This is the photo that was taken at the time of processing:
http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
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, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $15 return assurance program is a high price to pay in advance when one doesn't even know what items are to be returned and if it is actually worth it.
The items I sent were clean and in good condition. apparently I missed one condition issue with that shirt, but I sent in a lot of items.
As I previously stated, I made sure that they were all on your list of brands that you buy before I sent them.
The MaxStudio dress was not a full price dress, but it was still in perfect brand new condition.
The payout amounts you list on your site do not add up. Your system is extremely biased towards your end of the transaction. There is no way I can accurately estimate what the payout amounts will be because while there are price ranges listed on the site for each type of item, it still seems somewhat arbitrary and skewed toward the very lowest payout amount in every instance.
I would have known that ahead of time if I had done a few seconds worth of research into your company's business practices - there are hundreds, if not thousands, of complaints online that all say the same thing I'm saying.
Final Business Response /* (4000, 9, 2015/06/01) */
Hi [redacted],
Thank you for following up. The $12.99 return assurance fee is deducted from your payout after the bag is processed if there are items to be returned. If all items are accepted, no fee is deducted. We do not require the fee to be paid upfront.
I am sorry again to hear about your disappointment. We do stand behind the pricing of clearance items as stated.
Best,
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are "sorry again" - that is not resolution.
The company's business practices are overwhelmingly skewed in their favor and their payouts do not match the listed payout amount on their site.
I should have read the hundreds of bad reviews before using their service!

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.
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.
The importance of opting in to return assurance and also not being able to receive items back if not opted in is mentioned in our terms of use at https://www.thredup.com/tou and in the other links listed below:
Can I request my items be returned to me? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-Can-I-request-my-items-be...⇄ /> What is Return Assurance? - http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance-...⇄ /> Looking over the bag request page it does look as though the option chosen when your bag was requested was to have the items recycled if they could not be accepted. Unfortunately we do not hold on to items not accepted once the bag is processed so it is very important to opt in to this service prior to us receiving the bag. We are happy to quickly return any items not accepted as long as the bag is opted in to return assurance. Regretfully we no longer have the items from your bag.
Please let me know if you have any other questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not address the issue of you not returning my items. You never informed me that once the consigned items are deemed unacceptable (style hard to sell?) that I would forfeit my stuff. I want them back. You telling that I could've opted for return assurance prior to you receiving the bag does not solve this problem. I will pursue this matter to the fullest extent of the law.
Final Business Response /* (4000, 9, 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, 11, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seller has not offered a solution to my dispute- instead is asking me to jump into a time machine and purchase a "return assurance" based on their policy that was never clearly explained to me at the time of my transaction. Please take a look at their business practices and you will see the trap that they lay out for their consumers by offering free shipping and then adversely stealing their stuff. Yes, return assurance was offered- but THERE IS NOTHING in the policy that indicates that failure to purchase this return assurance will result in forfeiture of items.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/01/30) */
HI [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept the handbag. The DKNY had fraying on the straps that you can see in the photo, that connects to the silver ring, this is also an area that is...

prone to rips and is noticeable. We could not resell it in the condition since the entire outside of the handbag is considered a high visibility area. We have to remain very conscious of the our quality standards and keep in mind the person who is purchasing and getting like new items.
Best,
[redacted]

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.

Initial Business Response /* (1000, 10, 2015/08/13) */
Hi [redacted],
Thank you for reaching out. Reading over the customer support tickets it does look as though return assurance bags were mailed out to you and not delivered. We reached out to FEdEx in an effort to locate the packages to get...

them delivered to you. When no further delivery information was found a customer support rep paid you for the items in your bag as you would have earned had each been accepted.
These bags, as mentioned in the support ticket, were not delivered back to our distribution center, however if and when they are returned they will be sent back out to you as requested.
This was resolved via a claim with Fedex and customer support.
Best,
[redacted]

Hello,
The name, email address, and mailing address do not align in this complaint. We do not have a customer with this name at this address. The email address provided is not associated with an account.
Best,
[redacted]

Initial Business Response /* (1000, 8, 2016/02/12) */
Hi [redacted],
Our customer service representative has followed up twice needing some additional information from you so that we can get in contact with FedEx. We do need this additional information.
In the mean time, a refund has been issued...

on these items and are noting this as resolved for the refund issue.
Best,
[redacted]

Hi [redacted],
Thank you for expressing your concerns and I am sorry that the cleanout process did not meet your expectations. I do see that you opted into return assurance to receive back any items that we could not accept. Between this fee of $10.99 and the fee that was agreed upon when requesting the...

bag, this did deduct quite a bit from your payout. I see that one of our customer service representatives reversed one of these fees for you and the balance is available to cash out at your convenience.
As for the amount paid out for the items, it looks as though the items accepted from your bag did payout within the ranges provided on our payout estimator that is on the cleanout pages. In an effort to be fully transparent, we disclose the potential earnings of any given item so that our customers can decide if we are the best fit for their needs prior to sending a bag. The payout estimator can be found at [redacted] as well as in our help center.
I'm sorry again that the cleanout process did not meet your expectations.
Best,
[redacted]

I can not believe this company has a good rating!!!!! They are thieves and something needs to be done! Don't ever send your clothes there and expect to get even a 1% back!

Complaint: [redacted]I am rejecting this response because:The fact that they later sent me a picture of my own clothing to show me that they can list it for a low price because they have it in inventory is not an intelligent or rational response to the complaint. Does ThredUp have the inventory amounts and price amounts from the day they received the package? The shirt they sent me in the picture demonstrating the inventory was from 2001. They also brag that they only take the latest styles. There's clearly very deceptive advertising and business practices going on with this company.
 
Just the fact that almost everything sold immediately and they waited so long to list them shows there is sketchiness going on. Anyone reading this can see the number of bad reviews and complaints recently going up with ThredUp. They just repeat that they have a price indicator that you can see with data they fill in (Coincidence?) to fake this information. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I felt that the advertising done by the company was false and they still have an item of my clothes that they did not process Sincerely,[redacted]