Thredup, Inc.

Initial Business Response /* (4000, 12, 2014/12/28) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. We do keep photos of all items taken at the time of processing. These could have been provided when you wrote in to customer service....


Our processors do have to be thorough when reviewing items as our buying members have a high expectation of the garments they purchase.
Our processors do also review the items for their ability and likelihood to be sold. [redacted] styles and categories that have proven to not sell well may not be accepted. We keep this updated for our selling members in the category surplus, off trend FAQ.
Below are the photos taken at the time of processing. If you click on the photo it will zoom making it a little easier to see what the processor was noting however stains on black garments are difficult to capture with photos.
Reason Photo Photo Url
1 Hole/torn > 1/16 http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
2 Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
3 Hole/torn > 1/16 http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
4 Style difficult to resell http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
5 Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
6 Fraying or Snagged http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
7 Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
8 Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
9 Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
10 Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
11 Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
12 Category surplus http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
13 Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
14 Un-clean/stained http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
15 Hole/torn > 1/16 http://s3.amazonaws.com/thredup-paperclip-production/assets/XXXXXXXX/raw.jpg
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 14, 2015/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am actually outraged by the company's response, but there is nothing else I can do since my clothes are already gone. The pictures they just provided are a joke - I DO NOT SEE A SINGLE STAIN on ANY of the pictures they provided, even after zooming in as they suggested. THAT'S BECAUSE THERE ARE NO STAINS. I am done with this ridiculous pack of thieves. I stand by my original comments 100% and will never, ever recommend this company to anyone.

Initial Business Response /* (1000, 5, 2015/02/13) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. In response to your complaint, we would like to apologize for your unsatisfactory experience using thredUP. We understand how...

upsetting it can be when your expectations are not met. 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.
We do our best to provide full transparency about our policies, what we expect, and our reasons for item acceptability.Our customers have come to expect high quality "like-new" items in our Shop, which holds us to strict standards of what we can accept. We would love to accept all items and compensate you according, and it is hard for us to come across great clothing with a lot of life left in them, that we cannot sell in our store.
With handbags in particular we have to be especially careful with signs of wear, authenticity and style.
When bags are requested we strongly encourage return assurance when sending in designer items or handbags because when a bag is being processed, the first thing the processor will note is if the bag is opted in to return assurance.
If it is not opted in to return assurance the items are not kept with the bag and are immediately separated from the items that can be accepted making it impossible to go back through and find an item that belonged to a specific bag.
Regretfully, 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, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a canned response that gets sent to everybody that complains. I did send in new bags that were not accepted. The reason was that there were already too many in stock (im assuming from their comments on the rejection line). So the response above doesn't apply to my situation. Also I sent in to vintage Gucci crossbody bags that would have been snatched up by any buyer that were not accepted. They did the same with the second bag I sent in and just put a couple it items up for sale and who knows what happened to the rest. They are not very clear on what they do with the rejected items, as far as I know they give them to the employees, which is a huge misrepensation of what happens at that company. I stand by my original request of $600 to compensate me for the items that were not accepted. I am not the only one that has complaints about this company, they do this to everybody from all the comments I'm finding online. And to address their comment that you have to buy a buy-out bag (at a cost of $12.99 or something), why would you buy a bag when you are sending in new merchandise? It's counter productive to your trying to raise money, in fact its a revenue stream to the company in itself!
Final Business Response /* (4000, 9, 2015/03/06) */
We stand by the initial processing in that we can not accept handbags with excessive wear or that we can not prove are authentic based upon our handbag standards in the link below:
https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-for-Ha...⇄ /> The return assurance fee is not purchasing a bag, it is purchasing the return shipping for items that are not accepted as outlined in our return assurance guidelines:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance-
Final Consumer Response /* (4200, 11, 2015/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most of the handbags sent in were new, unused bags. They had no wear and no stains. They were by The Sak and were not accepted. Also a juicy couture bag was not accepted.
I stand by my original complaint and want to be compensated for the perfectly sellable items that were fisfarded by your company.

Hi [redacted],
Thank you for expressing your concern. It looks as though the original $3.26 was used towards the recent bag fee due to it not being cashed out. The balance of $33.23 is currently available to cashout at your convenience.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/14) */
It looks as though this issue was resolved through customer service.

Initial Business Response /* (1000, 9, 2014/10/03) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. We do strive to put all of the information on the website so that our members can fully read what to expect and make sure that our site...

is their best option.
After reviewing the details of your bag, it does look as though many items could not be accepted due to categories that currently have an excessive supply. As most consignment store type businesses, we do our best to limit our inventory based upon what our members are buying. Some categories, such as business attire, are difficult to resell.
We place this information in our FAQ's and keep it updated as needed. This link can be found at:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX
Please let me know if you have any other questions or concerns.
Best,
[redacted]
As for the tax donation receipt, this is also in our FAQ's in the link below:
https://thredup.zendesk.com/hc/en-us/articles/XXXXXXXXX-Do-I-get-a-tax-write-off...⇄

I recently submitted 2 bags to Thredup. I recieved $4. I feel completely stupid, as I am sure I have been ripped, off. I sent excellent quality items from [redacted]!! I will not ever sell or buy from them again.

I had sent some clothing to Thredup and in return I had received a small credit. With that I also received a 40% discount off my first order with Thredup. I was excited to use my credit along with my 40% discount. I ordered over $200 worth of clothing. I only received $50 off my order which should of been a discount of at least $90. I did contact Thredup and they stated there is a limit to the discount. I have again read the email and the discount information that was originally sent to me. I do not see where it explains about any restrictions on the total of my order. Thredup would not honor the 40% discount but they did cancel my order as requested. I feel that this is an example of false advertising. It should state where the discount is noted that there are restrictions on the amount of total order or that the most they will discount is $50.

Initial Business Response /* (1000, 5, 2014/08/29) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. I do see that you sent a bag about this time last year and received a good payout. You sent comparable brands to what you sent with the...

second bag that received less money.
Unfortunately late last year we found several brands were becoming increasingly difficult to resell and were not being purchased. In an effort to provide an inventory to our members that they are seeking we stopped accepting some brands. A few of these brands were Talbots, Coldwater Creek, Liz Claiborne, and several others.
The clothing calculator that we provide at http://www.thredup.com/bags/info is always updated 30 days in advance prior to any changes being made so we always strongly encourage our members to refer to this prior to sending items.
It looks as though several of the items you sent in the second bag fell in to these brands that we no longer accept and purchase.
Because these items fall within the up front payout range, we do still have some lingering inventory in these brands that that we are still trying to sell. Sellers were paid for them when the bag was processed but as mentioned previously, they are difficult to resell so we may still have items on the site in these brands.
In an effort to sell lingering inventory we did place some of these older inventoried items on ebay to attempt to sell them. These items were, as mentioned, already paid out in bags received a very long time ago. If they do not sell on ebay they are placed back on to thredup.com.
Items that we can not accept are never placed on ebay and as always it is encouraged to opt in to return assurance so that our members can receive back any items that we can not accept. This option is available both when requesting a bag and at any time prior to us receiving the bag within your account at http://www.thredup.com/bags. Return Assurance is available for all bags and all members. When it is requested through return assurance we are always happy to return any items back to the seller. There is more information in the link below:
https://thredup.zendesk.com/entries/XXXXXXXX
Regretfully, we can do not pay for items that we can not accept.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with your practices of taking items from customers and then reselling them on ebay for your own profit. This is not fair to your clients. When you stopped taking certain brands, why didn't you inform us by sending out a mass email instead of disguising it on your webpage? I hope the Revdex.com will also look at the hundreds of complaints that are listed on your Facebook page. Complaints that are the same as mine! Since the amount of money involved for me is not worth taking a lawsuit out against you, I will make sure that I tell everyone I know about your underhanded business practices and will include my warnings about you on as many online review pages as possible. And as it currently stands, I have as yet to see a payout check from you. I haven't received one from the first bag that I sent in, nor have I received one from the second bag that I sent in. The total that you owe me for both bags is $65.05. If you will submit a check to me immediately, I will consider this case closed and will not mention you again. But please don't think that by sending me a check for $65.05 will make up for the cost of all the clothing that I sent to you. It won't, but I will accept it and consider this matter as a hard lesson learned.

This appears to have been resolved through customer service.

Hi [redacted],
Thank you for expressing your concerns and I am sorry that the clean out process did not meet your expectations.
When a bag is requested, there are two options. One if to request any item not accepted to be returned through return assurance. The other option is to not...

incur the fee associated with return assurance and have any items not accepted recycled. It looks as though it was requested for items to not be returned for this particular bag. When items are not requested to be returned, items are not held aside at processing making it impossible to return items after the bag is processed. We are happy to return any unaccepted items in a timely manner when this option is requested prior to the bag being processed. I have placed a link below explaining this in detail.
[redacted]
The 7 days to reclaim that you are referencing is in regards to any items that are accepted and placed on consignment. Our consignors have the option to reclaim their consignment item that is listed on the site as early as 7 days of it being listed and as much as 14 days after the consignment item is expired. I have placed a link below regarding the reclaiming process.
[redacted]
The reclaim process does not include items not accepted. As mentioned, return assurance must be requested for these items to be returned.On your next bag, if you'd like the items returned that we do not accept you'll want to select Return Assurance when the bag is requested or by visiting [redacted] There is a little grey check box to the right of the bag number. Return Assurance can be added or removed at anytime up until we receive the bag, but once it's received the current selection is locked in place. It can not be added after the bag is processed.

ABYSMAL customer service. I have sent multiple emails to customer service and get no response. The phone number goes directly to voicemail. It is extremely frustrating dealing with this company, simply because it is impossible to reach anyone who can help with questions or issues in a timely manner.

Hi [redacted],
Thank you for expressing your concerns. It sounds like there is some confusion here about our clean out process, I'm happy to provide additional information. 
When items are sent in a clean out bag, we thoroughly review every item to ensure that it meets our admittedly strict quality...

standards and payout an amount that is disclosed on our cleanout pages where bags are requested. The link to this page is https://www.thredup.com/p/cleanout-payout-estimator. 
It does look as though we were unable to accept the skirt due to it having a stain below the zipper on the back of the skirt. With this being a highly visible location on the garment, it was not accepted. It looks as though the White House Black Market dress was accepted and was provided a payout of $13.50. This is within the amounts disclosed on the payout estimator. 
I am sorry that the clean out experience did not meet your expectations.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/24) */
This complaint appears to have been resolved through customer service.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/24) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry that we could not accept the Cold Haan shoes. It does look as though they arrived with staining on the top of one of the shoes.
When sending shoes we do suggest...

wrapping the shoes in a t-shirt or plastic to make sure that they do not get scuffed in transit with items shifting in the bag.
I'm sorry again that the bag processing did not meet your expectations.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the shoes were sent there were no marks whatsoever. There was nothing in the bag to cause the marks I saw in the picture. Quite honestly, I want proof the shoes were "donated" to a worthy cause.
Also, since my last experience, I have done some research regarding your company and my complaint is not uncommon. I will never use your service again.
Final Business Response /* (4000, 9, 2015/08/13) */
I'm sorry again that we could not accept the shoes due to the staining on top. We stand by not being able to accept them due to quality standards.
Final Consumer Response /* (4200, 11, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want proof they donated these shoes.

Initial Business Response /* (1000, 5, 2015/01/16) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. Unfortunately we do maintain a high standard for the items we accept and can not accept items with stains, excessive wear, etc.
It...

was found that the seat of the jeans had a stain on the right side of the left back pocket which prevented us from accepting them. In case the photo did not come through in the support ticket I have attached it again here.
While we are happy to return items that are not accepted when a bag is opted in to return assurance, you had not opted in to return assurance for this bag. The first thing the processor will check is if the items are requested to be returned. If not, the items that can not be accepted are immediately separated from the items that are making it impossible to find the items later. When sending high end items, as the request a bag modal suggests, we strongly suggest return assurance so that you can receive items back that can not be accepted in an event such as this one where it can not be accepted. Unfortunately because the bag was not opted in to return assurance, the items can not be returned.
I'm sorry that we could not accept the jeans.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no stain visible on the jeans in any of the photos. There was no stain when I sent them in. Further, even if there WAS a stain (which there is not), they accept many items with stains and say so in the posting when they resell them. For examples, see this post on their site: http://www.thredup.com/shop/women/Jeans/7-For-All-Mankind/6/XXXXXXX
It's not a good enough explanation to say there was a "stain" which is not even visible in the photo when they clearly DO accept items that have "minimal flaws" if they had deemed that to be the case. I maintain that these jeans had been worn a handful of times and there was not damage to them when I submitted them. They either need to return the jeans or reimburse me for them.
Final Business Response /* (4000, 9, 2015/01/30) */
Hi [redacted],
I am sorry to hear about your disappointment. We stand behind the reasoning of the pants being stained that is visible in the photo.
Our quality standards are to sell like new items.
Best,
[redacted]
Final Consumer Response /* (4200, 11, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And I stand behind the fact that these jeans are not stained and should be returned to me.

Initial Business Response /* (1000, 5, 2014/09/15) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about this experience. We strive to offer a great experience for everyone.
As for the return, I am not seeing any customer service emails that go in to detail...

about this request. It looks as though we had issued refunds on 8/6. Occasionally it will take longer than 48 hours, but generally not 10 days.
For the brands we do not accept, these do change on occasion as we find brands that become increasingly difficult to resell. In an effort to provide an inventory that our members are seeking we will discontinue accepting certain brands.
While many brands are purchased with an up front payout, because we have purchased these items in the past they will remain on the site in an effort to sell them however 30 days prior to any change being made in the brands we accept we do update our clothing calculator so that our members sending in items know in advance that there is a change occurring.
We strongly advise all members to use the payout calculator in the link below prior to sending all bags:
http://www.thredup.com/bags/info#price_check
I am sorry again to hear about your experience. Please let me know if any other questions need clarification.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These are the emails regarding the return. The shipping information shows they were received on 7/25. It took 12 days for the refund to be processed. In addition to these emails, I also called your customer service line. I asked for a timeline for a response and a reason for the delay, both of which were not addressed and I simply got an email when it was processed. I am happy to send my emails as well about the item not accepted. I am still concerned that I requested three separate times in those exchanges for contact information for a supervisor and that was never provided. I still feel that is unacceptable. I've also completed two of the review options regarding service and clicked on the box of "Bad, I'm unsatisfied". I never heard back from anyone on those either. I would recommend that you don't solicit the feedback if you have no intention of doing anything with it.
Mylene, Aug XX XX:XX:
HI [redacted],
I apologize for the delay on following up. It shows that you've been refunded for the items on 08/06. 3 items were returned correct? Please let me know if there other items that were not refunded.
Thank you,
[redacted]
Attachment(s)
Screen Shot XXXX-XX-XX at 1.06.52 PM.png
________________________________________
[redacted], Aug XX XX:XX:
Could you please let me know when I can expect to hear back from someone? I would appreciate some additional information by today if possible regarding a timeline of when I can expect that to be processed, and some information on the cause of the delay.
Thank you,
[redacted]
________________________________________
Mylene, Aug XX XX:XX:
Hi [redacted],
Thank you for contacting us. I will message the team and make sure you get refunded for your returns. I will follow up with you once I know more.
Thank you,
[redacted]
________________________________________
[redacted], Aug XX XX:XX:
Hello,
I returned a few items recently from an order I placed last month. The order number was XXXXXXX and the return number is XXXXX.
I did get a tracking number when I shipped the items which shows they were received at your facility on July 25th. It has been 10 days since you received them and the return status in my online account is still showing as "initiated". I would really like to know how soon I can expect you to process this and refund my money. Your website says to expect 24 to 48 hours of processing time. I have been trying to be patient, but at this point am becoming rather frustrated. Please updated me as soon as possible. The tracking information is included below.
-[redacted]
The shipment to THREDUP RETURNS has been delivered.
===========================================
SHIPMENT SUMMARY
===========================================
SENDER
[redacted]
(Sender's street address omitted intentionally from this email)
[redacted] XXXXX
RECIPIENT
THREDUP RETURNS
(Recipient's street address omitted intentionally from this email)
[redacted] XXXXX-XXXX US
SHIPPED THROUGH
The UPS Store [redacted]
XXX-XXX-XXXX
CARRIER & SERVICE
USPS Priority Mail
SHIPMENT TRACKING & REFERENCE
Tracking No.: XXXXXXXXXXXXXXXXXXXXXX
Shipment ID: [redacted]
Order / Item #:
Reference #:
SHIP DATE
Tuesday, July 22, 2014
DELIVERY DATE
Fri 25 Jul XXXX XX:XX AM
Final Business Response /* (4000, 11, 2014/10/10) */
HI [redacted],
I apologize again for your experience. It does seem as though this is resolved via customer service.
Best,
[redacted]

Initial Business Response /* (1000, 8, 2014/11/07) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. It does look as though you were refunded the return assurance fee and compensated for the handbag on 10/15/14 in the amount you would...

have received had it been sold.
Please let me us know if you have any other questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I see a payout on my account on 10/17, but I am unable to break it down into what that amount consists of. I would like to see an itemized breakdown of what was 'cashed out' on 10/17 to be sure that 92.99 (80.00 plus 12.99) was credited back to me.

Initial Business Response /* (1000, 5, 2016/02/05) */
Hi [redacted],
Thank you for expressing your concerns and I apologize that we were unable to fulfill the order and that you did not receive the email regarding this cancellation.
We take pride in offering like new clothing at affordable...

prices to our customers. This means that we have very strict quality standards and that all items should be free of flaws.
While we try hard to catch everything, there are occasions where flaws are missed in the original processing of an incoming bag and noticed when getting packed to be shipped out.
Typically if this is not a major flaw and the item can still be worn, we will go ahead and ship the item. If, however, the item is so flawed that it should not be worn we will cancel the order.
This does not happen often and I am sorry that this happened with your LL Bean pullover.
Unfortunately, due to the item being so flawed we could not ship out this item and no longer have it in our possession.
Best,
[redacted]

Initial Business Response /* (1000, 8, 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.
I do show that there was not a size or brand tag attached to the Tibi dress that was discussed in the...

support inquiry. In order for us to accurately price and list an item in the correct size category on the site we do require that all items have a brand, size and care tag attached to the item. I have attached a photo to this inquiry of the dress taken at the time of processing showing that the tag was not attached. The information on requirements for items is listed in our quality standards in the link below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-QUALITY-STANDARDS-What-ca...⇄ /> It looks as though a few other items were not accepted due to other quality standards that the items did not meet. I have attached a photo of one of the young fabulous and broke dresses that you mentioned. At processing it was noted that on the front, the stitching was snagged and it was becoming unraveled.
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]

I tried it all with them ... send a bag of "almost new" items. One of 10 or so items was accepted, rest rejected. Ordered overpriced used items. What I sent was better quality and it had been rejected. Where did my other stuff really go? Didn't like most of what I ordered but kept it. Received damaged shoes ... rhinestones on strap were obviously missing. Was told I was given a discount price because they defect was seen when packaging for shipping. No call, charged me shipping for an item I would have declined. Issued me a credit upon complaining .... at first they wanted me to pay shipping to return a damaged item to them ... WHAT? Now refuses to credit Paypal or send me a check for the balance ($18.88) in my account. Their actual response "thredUP credits are not eligible to be transferred out of the account, they are only eligible to be used toward orders of shop merchandise and shipping". So I have to buy something more expensive than my balance and pay shipping to get my money back. That seems wrong on lots of levels to me. This constitutes STEALING. STEALING is apparently a core value of ThredUp and key element of ThredUps business model. Note ... I communicated 3 times with them about closing my account and being paid my balance. Got the same response each time. Gave them plenty of opportunity to do right before I resorted to negative feedback. DO NOT DO BUSINESS WITH THREDUP!