Thredup, Inc.

Hi [redacted],
 
Thank you for expressing your concerns and I am sorry that the results of your clean out bag did not meet your expectations. It does look as though we were unable to accept the other shoes due to varying reasons that did not meet our quality standards. We do our best to accept...

as many items from every bag as possible but each item does need to meet our admittedly strict quality standards. With each item on the site being guaranteed to be like new, our processors do make every effort to thoroughly review each item for quality and wear.
The quality standards are noted on our cleanout page where our members request a bag and it also links out to another page that provides more information about brands and quality standards. I have placed both links below:
[redacted]
 
I have attached an example photo of the Timberland shoes that could not be accepted to this complaint. One of our quality standards is that every item must have a legible size and brand tag so that we can accurately sell these items to another family. Size and brand are of utmost importance for pricing and so that the purchasing buyer knows whether or not an item will fit. In the attached photo you can see that from wearing the shoes, the size is no longer legible. We were unable to accept these shoes not knowing what size to tell potential buyers they may be.
Another example photo attached is of the Ralph Lauren high tops. While they are a great brand, the signs of excessive wear around the front of the shoes did not meet our quality standards of being like new.
When a bag is requested, there are two options. One is to opt in to return assurance that will allow for any items that can not be accepted to be held aside to be returned to you after the bag is processed. The other is to have the items recycled. Unfortunately because you did not request the return option, the items that could not be accepted were not held aside to be returned and we no longer have the items. If there are items our members would like returned if they can not be accepted, we strongly encourage opting in to return assurance so that this is possible.
I am sorry that we were unable to accept more items from the bag. If you decide to try us again in the future, feel free to reach out to our customer support team if you would like to inquire as to whether or not certain items will meet our standards.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/02/26) */
Hi [redacted],
Thank you for expressing your concerns. Unfortunately we do not send checks but it does look as though you have had a cash balance available to cash out through paypal for several months. You are welcome to cash out at...

any time by visiting http://www.thredup.com/bags and clicking on the cash out button. It will walk you through transferring the funds to your paypal account.
We do not accept jewelry which is why the earrings could not be accepted. I apologize if you only received on earring back. I have added $20 to your payout to compensate you for the pair.
Please let me know if you have any other questions or concerns.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have a pay pal account, could I just use the cash to purchase some thing?
Final Business Response /* (4000, 9, 2015/03/27) */
Hi [redacted],
You are welcome to use the credit to purchase items however if you prefer to cash out, creating a paypal account is easy. You can create an account in the link below:
https://www.paypal.com/signup/account
You are welcome to do whichever is most convenient for you.
Best,
[redacted]

Initial Business Response /* (1000, 8, 2015/02/26) */
HI [redacted],
Thank you for expressing your concerns. We show that order XXXXXXX was shipped in two boxes. The second box shows delivered on 2/18 with tracking number XXXXXXXXXXXXXXXXXXXX.
We also show that order XXXXXXX was delivered...

on 2/11 with tracking number XXXXXXXXXXXXXXXXXXXX.
If they have not been received, please let me know so that we can file a claim.
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/13) */
Hi [redacted],
Thank you for reaching out and I am sorry that the processing of your bags did not meet your expectations. It looks as though the reasons and photos of why items could not be accepted were sent to your previously through customer...

support.
We are admittedly very strict with the quality of items that we accept meaning that stains or other signs of excessive wear are not accepted. We do also keep track of what styles and categories are not selling very well. These are items that over time remain as inventory and in an effort to provide items to our customers that are actively desired.
The link where you can check to see if we accept the brands you are sending can be found at https://www.thredup.com/brands.
The link that we keep updated about styles and categories not accepted can be found in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Unfortunately we can not pay for items that we can not accept.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it's the same person and rhetoric that responded to me before I filed Revdex.com complalnt. This needs to be reviewed by a much higher level of management at corporate hdq and not the processing center.
Final Business Response /* (4000, 9, 2015/08/21) */
We stand by the processing and payouts of this bag.
Best,
[redacted]
Customer Service Manager
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they have done nothing. I will accept some monetary compensation from them.

Initial Business Response /* (1000, 6, 2015/05/22) */
Hi [redacted],
Thank you for expressing your concerns. We do send consignment items to our eBay store in an effort to get your item a little more visibility to a potentially wider/different audience when it is closing in on the end of a...

consignment period. We mention this in one of our blog posts from last year discussing consignment changes:
http://blog.thredup.com/2014/12/11/consignment-pricing-pricing-updates/
I noticed that one of our support staff had reached out to you when it did not sell on eBay and it had not been reclaimed just to make sure that you did not want it back because it was a beautiful coat.
When I saw this complaint I had our returns team send it to the address you have listed on this complaint with expedited shipping. According to tracking it looks as though it was delivered today.
Please let me know if you have any other questions or concerns.
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received my item back.

Initial Business Response /* (1000, 5, 2016/01/22) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations. I have reviewed the customer support requests and it does look as though the information provided was...

accurate.
We do our best to be as transparent as possible with our selling customers as to what we can and can not accept. Along with quality standards that require the items to be like new with no flaw, etc. we do also have brand requirements. This is disclosed in the insert provided with the kit that is mailed out to every seller that contains that bag as well as on the site in several places. One of those places is on the payout estimator, brand tool in the selling section. I have placed the link below as well as a couple of screenshots attached at the bottom for the brands in question.
https://www.thredup.com/p/cleanout-brands
https://www.thredup.com/p/cleanout-payout-estimator
In both places it does show that we do not accept both [redacted] or [redacted]. While they are nice brands, they are increasingly difficult to resell and are not accepted.
As for the J Crew dress, there does appear to be a black mark on the back of the dress that made it an unacceptable item. I have also attached a screenshot of the zoomed photo where this mark is located. We save photos that were taken at the time of processing.
The amount paid for items is also disclosed in the above payout estimator link. We disclose this information upfront so that all sellers can make an informed decision as to whether or not our services are the best fit for their needs.
It is also disclosed that we do not guarantee any minimum award. Just like any high-end consignment store, our professional buyers carefully evaluate each item and determine its quality and our ability to resell it.
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-does-thredUP-identify...⇄ /> What exactly we do with the unaccepted items is disclosed under the how it works page in the unaccepted items section:
https://www.thredup.com/p/cleanout-how-it-works
We are always happy to return any items not accepted when return assurance is requested. This can be requested both when the bag is ordered and at any point within your account up until the time we receive the bag. Unfortunately because return assurance was not requested with this bag, the items were not held aside to be returned.
I am sorry again that we could not accept these 3 items.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Thredup's response to me as they still are still saying they do not accept brand [redacted] even though there was a dress listed at the time my bag was processed. As of this day there are 19 [redacted] items listed for sale on their site https://www.thredup.com/products/women?department_tags=women&text=evan+picon...⇄ How can they say they do not accept this Brand. I would like to be compensated for the blouse along with the name of the organization that my blouse was sent to. $9.99 for blouse would be acceptable.
Final Business Response /* (4000, 9, 2016/02/23) */
Hi [redacted],
We stand behind the processing of this bag in that [redacted] was not an accepted brand when this bag was processed and that we do not have the specific information or location of where the shirt is now as mentioned previously.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/01/30) */
Hi [redacted],
Thank you for expressing your concerns. Reviewing customer support tickets this looks to be resolved.
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/02/03) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/11/11) */
Hi [redacted],
Thank you for expressing your concern and I am sorry that the processing of your bag did not meet your expectations. Unfortunately Liz Claiborne is a brand that we do not accept. This information is disclosed on our cleanout...

page at https://www.thredup.com/cleanout/brands and this page is also recommended to be read on the information provided with every cleanout bag. We do our best to be transparent in the brands that we accept so that our selling members can choose wisely about the items they wish to send in to sell.
As for the payout, it does look as though the K Swiss shoes listed for $17.49 and your payout for them was $2.63. This falls within the range disclosed in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-CONSIGNMENT-Everything-yo...⇄ /> 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, 11, 2015/11/16) */
No they have not fixed it with me and I am not the only person to have problems. Others have expressed similar problems on their Facebook page and I urged them all to file claims too.
They said the information of what brands they take is included with the bag I got. I still have that slip and no where does it say they do not accept Liz Claiborne. Also on their page when ordering the bag there is no link that say to go to that page to check if what you're sending in is accepted. They hide it. They also said what they don't accept is distributed elsewhere I want to know where because I believe he has another store he uses to avoided giving people proper compensation.
Final Business Response /* (4000, 13, 2015/11/25) */
We stand behind the processing of this bag. I have placed two links below that states we do not accept Liz Claiborne.
https://www.thredup.com/p/cleanout-brands
https://www.thredup.com/p/cleanout-payout-estimator
Best,
[redacted]
Final Consumer Response /* (4200, 15, 2015/12/01) */
XXXXXXXX
On Facebook they have advertisement they gave me a link to this https://www.thredup.com/p/cleanout on it there is no link to what items they do and don't accept. Also like I said I have the insert that came with the bag and it DOES NOT say they don't accept Liz Claiborne. I have been advising others to file claims who have had the same experience as me because this company refuses to play fair. I still want the company looked into as to where the unused clothes go and if the owner of three up owns a share in those companies because then he is avoiding paying people what they deserve. I have photos of what I sent that also were not Liz Claiborne and they didn't accept them because the people working kept them themselves they sent a photo of my pure white skirt back to me saying there was a stain and there clearly wasn't. I have both their photo and mine before I sent it to prove that too. I stand behind my claim that this company is a scam.

Initial Business Response /* (1000, 5, 2014/07/17) */
Hi [redacted],
Thank you for expressing your concerns. I would be happy to look in to this for you however I am not finding any account information or bags associated with the information that you provided.
Please feel free to email me...

at [redacted]@thredup.com with the email address associated with your thredup account or bag number so that we can review your information.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been battling with you guys for over two weeks straight now surely you know my name by now. No the email associated with my account is not the one here but my name is the same [redacted] SMALLS the email is [redacted]@gmail.com
Your company conveniently emailed Friday (after many days of NO response or only a generic one after filing my BB case which I informed you I would do if I didn't hear from you )claiming you would send me the remaining items that hadn't been SOLD yet were listed on your website and gave me a tracking number. Which oddly was what I IMMEDIATELY asked for and was told COULD NOT BE DONE! Only now several of my items have sold and even after you supposedly had taken my clothes off your website and sent them back to me (you even gave me attacking number) I was still getting email alerts that items from my gabs were "selling."
Needless to say I don't put ANY faith in your supposed solution when I am still be alerted that my items (which you claim are back on their way to me) are still being sold on your website!
Also, In addition to me being made personally whole from this situation I would really like to see you guys change your policy on selling or at least have a disclaimer that ask the customer if they understand that all property they send in will be THREDUP's if they decided to keep it for sale regardless of the payout they offer, and that the OLY clothes that they will be able to get back (at a 12.99 fee) is the ones rejected. The customer needs to understand that it may very well cost them more money to send you their items than they will ever make or earn store credit for. It cost me 3 more dollars and all the clothing items you took from me to send you may items....meaning I owed you! And I looked at every single item in your calculator before sending it in.
Final Business Response /* (4000, 19, 2014/10/10) */
Hi [redacted],
We believe we have resolved this issue outside of the Revdex.com complaint. Please let me know if there are any additional questions or concerns.
[redacted] P
Customer Service Manager
thredUP, Inc.
Final Consumer Response /* (4200, 30, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am glad to finally see some acknowledgement of Threadup's wrong doing although it is in a very soft and roundabout way of doing so. Why it took 3 months and a reopened case with NO additional facts (this is the same information I presented way back in July is extremely frustrating and only added to my feelings of being duped/taken advantage of. My solution was for future consumer's to not feel ripped off or taken advantage of and have an option to be given an offer for their items (ala' Twice Clothing Company) or have all of their items returned to them for a flat rate. Their current policy of them picking and choosing what they will accept for whatever price they want is at the core of many complaints of people feeling taken advantage of. When customers send in several items and conveniently the most expensive ones/newest are the ones kept and a very LOW amount is given back it really doesn't sit well, especially when you do NOT have the option to reject that offer. I have (especially since my experience) researched hundreds of complaints and that is the common theme. That is the true thing I want out of this. A change in their policy. As far as financial compensation $12.99 x 2, the money I spent for both bags to be returned to me for starts as the repackaged the original bags I sent stuffing my clothes bag in not even folding them up, one bag arrived split open and items were dirty! The items they sold that they were supposedly sending back for one that brand new Express skirt $49.50 never worn I am sure I could have sold on Ebay for at least $15. So I'd say a min of $40.

Initial Business Response /* (1000, 5, 2014/03/07) */
Hi [redacted],
Thank you for expressing your concerns and I apologize for the shipping mishaps with your bag. In reviewing customer support tickets, it does look as though this has since been resolved.
I hope you have a super day. Please...

let me know if you have any other questions or concerns.
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They have lost me as a future customer!Sincerely, [redacted]

Initial Business Response /* (1000, 9, 2015/06/17) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept some of your designer items.
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. We try hard to make option in to return assurance as easy as possible. This is offered and highly recommended when you request the bag, especially when sending designer items. 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 them.
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.
As far as why we could not accept the items, the designer items that you reference were found to be styles that are not in high demand or not a current trend. We do mention this in our quality standards and in a separate FAQ that provides more detail. I have placed the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Unfortunately we can not pay for items that can not be accepted or are found to not be resellable.
I'm sorry that the processing of your bag did not meet your expectations.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/06/23) */
[redacted] consumer indicated he/she DID NOT accept the response from the business.)
The items were grand new, most with tags. There was a brand new Versace wallet that is classic and on "trend". They're first response about not accepting the brand new Gucci and prada pants was that they don't accept pants. Now it's that they aren't on trend. This is a scam. They take your high end items and resell them offline. They make it impossible to get your items back and onoy offer this clause you order the bag. I am considering pressing charges for theft. If anyone else should like to get a suit together please contact me. I want to continue with this complaint
Final Business Response /* (4000, 13, 2015/07/02) */
Hi [redacted],
Our handbag specialist and her team hand select the handbags 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 a handbag's brand, color, style, and category. The brands are some of our most popular brands and a favorite by many of our buyers. However, 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 handbag brands and styles, we are learning to take a closer look at what styles our customer's want to purchase.
We stand by the reason of the items not being accepted.
Best,
[redacted]
Final Consumer Response /* (4200, 15, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want the complaint to continue. This company needs to be accountable for what they are doing. They should give you an option to get your items back when they decide they do not want them. Not make you decide when you order a "bag" to send your stuff in. I wasn't even sure what I was going to send in when I requested a bag. It is very shady, deceptive and at worst illegal.

Beware when using ThredUp! Their policy changes on a whim, and they DO NOT HONOR their commitments.
Instead of offering the pricing structure active when I had ordered my first sell bag, they defaulted to the new pricing structure. I was disappointed, but not willing to shell out the money from my own pocket to have the items returned to me, so I accepted their lower than expected offer.
Another example is their groups program. Just two weeks after I set up a six-week fundraiser (mind you it takes a week to get your bag, 1-2 weeks for ThredUp to receive it and another 2-4 weeks to process it, plus 14 days to have an available $$, they CLOSED the groups option. No warning, The email I got said 'Groups is now closed. You have 10 days to get outstanding bags received and less than 2 weeks to cash out (IMPOSSIBLE!). I had to turn people away from our fundraiser as a result. It took ThredUp 2 weeks and 3 emails to respond to me, and I'm still not sure if my groups will get our $.

Initial Business Response /* (1000, 5, 2014/04/11) */
Hi [redacted],
Thank you for expressing your concerns and I am very sorry to hear about your disappointment. We do strive to offer everyone a happy and successful transaction.
I have reviewed the photos taken at the time of processing...

and it seems that most items could not be accepted due to brands that we stopped accepting quite some time ago. Over time we found that certain brands provide far more supply than demand so we stopped accepting them. Two of those for example were Talbots and Eddie Bauer.
Because we want to offer a transparent and excellent experience for everyone we offer several tools for our members to use prior to sending in a bag. One is a quite robust FAQ section that helps to provide more detailed information about our quality standards.
Another one of our most popular and helpful tools for our selling members is our payout calculator that can be found at http://www.thredup.com/bags/info that not only shows a range of what we pay for accepted items but also will tell you whether or not a brand is accepted. This page is updated prior to any pricing or brand changes that we make.
In the future you can opt in to return assurance at any time when requesting the bag and at any time within your account prior to us receiving the bag at http://www.thredup.com/bags.
I am sorry again to hear about your disappointment.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
As of today your company is selling Talbots & Eddie Bauer on thredUp web site, so at the time I sent my bag in January you are saying they stopped accepting them? I did check before sending in my clothes and I kept a detailed list of what I sent in.
I would like to know where the rest of my clothes went? In my bag I sent 2 Velvet pants from Talbots (Black & Navy).
Black Linen Slacks from H & M - never worn
White Linen Slacks from Garnet Hill.
Beautiful Aqua scarf from Macy - never worn
It's almost like somebody picks thru the stuff keeps what they want then list 5 of the crummiest things I sent and offers me $5.75. It's really insulting.
Still not happy & glad I filed something with Revdex.com. Total rip off.
[redacted]

Initial Business Response /* (1000, 5, 2015/11/11) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that the processing of your bag did not meet your expectations. Like many consignment stores, we find that certain styles, sizes, etc. are very difficult to resell and...

remain as lingering inventory so we do limit certain items/brands for this reason. In an effort to be transparent we disclose this information on the site in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-items-are-we-selecti...⇄ /> Unfortunately while you did send in brands we love, there were a handful of items that fell within the styles that are difficult to resell/category surplus and have not been successful in selling on the site in the past.
We do have a program that allows you to receive items back called return assurance. This is mentioned in many different areas on the site, including on the page where bags are requested. The option is either recycle my items, or please send them back to me if not accepted. Unfortunately it looks as though the return assurance option to have items sent back was not requested for this particular bag so the items that could not be accepted were not held aside at processing.
Because this bag was not opted in to return assurance, unfortunately we no longer have the items to send back to you. In the future I would recommend opting in to return assurance if you are sending brands that you would want returned if they are not accepted.
Please let us know if you have any other questions.
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. Like any consignment type shop we do find that some categories of items sell more than others and so we do have to limit our inventory of...

items. Currently suits, blazers, dress pants are the categories that we are limiting.
We do offer an FAQ for our selling members that we keep up to date for any categories experiencing a surplus. It can be found in our selling FAQ's but I have also linked to it below:
[redacted]
We do love the brand J.Crew but unfortunately these categories are not moving quickly regardless of brand.
Return assurance is always an option, and strongly encouraged, when you are requesting a bag and it can also be opted in to at any point within your account prior to us receiving the bag. When return assurance is requested we are happy to hold aside any items that can not be accepted when the bag is being processed to send back to the selling member.
However, when return assurance is not requested prior to us receiving the bag items that can not be accepted are not held aside or kept with the bag making it impossible to return the items after the bag is processed.
Unfortunately this particular bag was not opted in to return assurance and the items can not be returned.
I am sorry again to hear that the bag processing did not meet your expectations.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your "return assurance" is $13. That is expensive, especially given the paltry amount you pay for clothing. (I only got paid $31 for a Nanette Lapore jacket. You refused the other two items.)
My point is that you turned down my brand new, tagged J. Crew suit. First, you said it was because you had too much J. Crew. Now you say it was because J. Crew wasn't moving. Huh? Which is it? Importantly, there was no warning given that you might do this. How is the customer supposed to know you're not accepting J. Crew at that moment UNLESS YOU SAY SO!!!!!! on your website. Why would I send in a J. Crew suit if this was the case? You weren't accepting J. Crew, but yet you kept my suit? And then blamed it on me because I didn't pay a whopping $13 for what you call "return assurance."
This is a lot of bunk. I am soooooo turned off to ThredUp. It WILL catch up with you.
Final Business Response /* (4000, 9, 2015/05/01) */
Hi [redacted],
Thank you for following up and I am sorry again to hear about your disappointment. We do keep our category surplus updated with clothing categories that we are limiting, including suits:
[redacted]
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/13) */
Hi [redacted],
Thank you for reaching out and I am sorry that the processing of your bags did not meet your expectations. It looks as though the reasons and photos of why items could not be accepted were sent to your previously through...

customer support.
We are admittedly very strict with the quality of items that we accept meaning that stains or other signs of excessive wear are not accepted. We do also keep track of what styles and categories are not selling very well. These are items that over time remain as inventory and in an effort to provide items to our customers that are actively desired.
The link where you can check to see if we accept the brands you are sending can be found at https://www.thredup.com/brands.
The link that we keep updated about styles and categories not accepted can be found in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-does-Off-Trend-or-Ca...⇄ /> Unfortunately we can not pay for items that we can not accept.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it's the same person and rhetoric that responded to me before I filed Revdex.com complalnt. This needs to be reviewed by a much higher level of management at corporate hdq and not the processing center.
Final Business Response /* (4000, 9, 2015/08/21) */
We stand by the processing and payouts of this bag.
Best,
[redacted]
Customer Service Manager
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they have done nothing. I will accept some monetary compensation from them.

Initial Business Response /* (1000, 8, 2015/03/13) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. Our records indicate that when you requested the bag you indicated that you did not want the items returned that could not be accepted...

by not opting in to return assurance.
The first thing that a processor will check is to see is if items that can not be accepted have been requested to be returned. If this is not indicated by opting in to return assurance the items that can not be accepted are not held aside to be sent back. Rather they are immediately separated from the items that are accepted and we can not gather these items after a bag is processed.
Regretfully because the bag was not opted in to return assurance, we can not return these items. We are happy to return any items that are not accepted but this must be requested prior to us receiving the bag.
Our buying members have a high expectation in regards to the quality of items that they purchase so our processors are admittedly very thorough in the items that we accept.
Please let me know if you have any other questions.
Best,
[redacted]

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]

Hi [redacted],
Thank you for expressing your concerns. I am seeing that the return was received and processed on 7/19 for a full amount of $68.95 and a full refund for one received on 7/18 in the amount of $11.00. These complete the refunds requested on the return slips that were filled out within...

your account. What items were not refunded? I would be happy to look into this further.
Best,
[redacted]