Thredup, Inc.

We stand behind the processing of the bag and our policies around reclaiming consignment items only. We do not have on the site that upfront payout items can be requested back within 7 days.
Best,
[redacted]

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, 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, 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]

Initial Business Response /* (1000, 8, 2014/03/07) */
Hi [redacted],
Thank you for expressing your concerns. 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.
It pains me that you felt mislead. We do our best to provide full transparency about our policies, what we expect, and our reasons for acceptability. I would love your feedback in order to know what was unclear and how we could provide better information.
It appears that the majority of the items from your bag could not be accepted due to brands that we are not accepting. Among these are Jones New York, Liz Claiborne and Tommy Hilfiger to name a few. We found that these brands provide far more supply than demand and we stopped accepting them quite some time ago.
In an effort to be fully transparent, on our payout calculator that can be found at http://www.thredup.com/bags/info does go in to a considerable amount of detail regarding what brands we do and do not accept, a range of how much will be paid for each item that is accepted and a link to an even more detailed chart for any given brand.
We believe that it is important to make this information readily available not only for new members that signing up but for our existing members that continually send in great items. It is an excellent tool to stay up to date with our processing standards.
This calculator is updated appx. 45 days in advance to any changes being made.
For more information please refer to our quality page and FAQs:
http://www.thredup.com/quality
http://www.thredup.com/faqs
Sincerely,
[redacted]
Customer Service Supervisor
ThredUP, Inc.
[redacted]@thredup.com
Initial Consumer Rebuttal /* (3000, 10, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent a large bag of clothes: Thred-up took the best stuff and only gave me $10, then charged me 9.99 to ship what they did not want back. Wow. Don't you see the issue here????? They made a nice profit on those items and only gave me pennies on the dollar; actually not even a penny.
It cost me gas, my clothes and valuable time, and I made .01. That is so wrong. Their unethical treatment of customers will eventually catch up with them: In the meantime, they are simply ripping people off. How low.
Thred-up complaints are all over the internet. They over promise and then steal. They delay the time stated to process the bags, give you so little and then drag on about paying you or not pay you at all. They do not state this in their scenarios; they make it seem like you can make money on your good clothes, but cheat you out of it. I have had several e-mails stating that they sold my items for a lot more than they paid me. Yet I got absolutely NOTHING in return from them.

Complaint: [redacted]I am rejecting this response because:this screenshot of what was on their app when I sent in my package proves that it says we can get items back! I want my iteme back or money for my items which were worth well over $400. [redacted]

If you request return assurance you have $12.95 subtracted from your payout. They manage to ALWAYS make my payout about $20.00 or so and send back one item so they can keep the majority of my payout amount. Sneaky.
I decided that I no longer wanted to do business with them so I requested that my high end handbags be returned. They were returned but dirty and they kept one of my dustbags. I have contacted them twice about this and I have had no reply.
Use them at your own risk.

Upon making an order on Thredup they sent me a free clean out bag. I ended up using it and packed it full with at least 20 designer pieces and 5 pair of shoes. Brands included were Fendi, Lanvin, Manolo Blahnik, Ferragamo among others. I was unaware that I needed to sign up for bag assurance, as I did not request the bag myself and this is done when you request the bag online. Long story short they threw all of my clothes away/donated them for various reasons with absolutely no concern at all. When I sent the bag back, I contacted them to make sure I would get my items back if they didnt accept them. They said because the bag was already on its way they could't do anything about it. They rejected almost all of my items for reasons such as "stains" and the item was BRAND NEW WITH TAGS!!! They also said they didn't carry that brand and then I went to their site and found it on there. I lost about 800$ worth of items, that is the market resale value NOT the original value which is more like $4000. This was such a HORRIBLE SCARRING EXPERIENCE. Please Beware!

Initial Business Response /* (1000, 5, 2015/11/11) */
Hi [redacted],
Thank you for expressing your concern. As it was mentioned in your customer support inquiry, it looks as though multiple bags were opted in to return assurance. The fee for return assurance is $12.99 per bag and is deducted...

from your earnings. We have more information about this in the links below:
http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-What-is-Return-Assurance-...⇄ /> http://support.thredup.com/hc/en-us/articles/XXXXXXXXX-How-am-I-charged-the-Retu...⇄ /> Please let us know if you have any other questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from the merchant. This incident is just the latest offense in a string of unethical business practices committed by ThredUP, Inc. I have full email documentation of ThredUP acknowledging underpaying me for several items which were accepted.
Final Business Response /* (4000, 9, 2015/12/04) */
This account has been reviewed multiple times and is found to be accurate. Return assurance is the reason why the account was zeroed out. We stand behind our response.
Final Consumer Response /* (4200, 11, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason the account has been reviewed multiple times is because it is INACCURATE and ThredUP, Inc. refuses to correct its unethical business practices and do right by the consumer. I have a complete log of all items accepted by ThredUP, under-valued/under-priced at pay-out, and all email communications between the business and myself documenting these issues.

Initial Business Response /* (1000, 5, 2014/12/12) */
Hi [redacted],
Thank you for expressing your concerns. Because return assurance is deducted from the payout, it is noted in our FAQ's and under information regarding return assurance that items can not be returned if not items are...

accepted.
We hold on to these items for a very short period of time however it does look as though this was resolved through customer service and your bag was sent back to you.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/03/27) */
This is a duplicate complaint. The other complaint was resounded to on Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)

Hi [redacted],
Thank you for expressing your concerns. It sounds as though there is some confusion on how the service works. There is no upfront fees to send a bag and no fee of $39.99 that is charged for any of our services. A percentage of listed or sale price on the site is paid out to the seller...

once the bag is processed. As you noted, the bag has not yet been processed. There is more information about this on the page where cleanout bags are requested at https://www.thredup.com/p/cleanout.
It looks as though your bag arrived at our facility on 7/13/2017 according to the tracking information below:
[redacted]
Currently it is taking appx. 52 days to process a bag once it arrives. We process upwards of 100,000 items per day, 13,000+ bags per week. It looks as though the estimated processing date for your bag was 8/31/2017 which is shown within your account at [redacted].
Bags are not opened until they time that they processed. I do see that, per your request, your bag is marked to not be processed and returned to sender. Once the distribution center starts processing the bags that arrived on 7/13, your bag will be handed over to a team that will immediately return it to you as requested. 
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/01/23) */
Hi [redacted],
Thank you for expressing your concerns and I am sorry to hear about your disappointment. I would be happy to clear up any confusion as to why the dresses could not be accepted.
Unfortunately it looks as though the dresses...

were the brands Goodlad of Philadelphia and Youngland. While they were pretty dresses, they were not rejected due to seasonality, but for brand.
We do accept over 25,000 brands however there are several that we do not accept. These brands are two of those.
There is a helpful tool on our bag information page that allows our members to not only check and see if we accept the brands you are wanting to send but also an estimate of how much each accepted item will earn. We do our best to to transparent with brands and pricing.
Unfortunately we do not send out tax donation receipts for items that can not be accepted.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not accept a number
Of items. Complete rip
Off. They have also not deposited the five dollars or so I did make into my account.
Final Business Response /* (4000, 9, 2015/02/13) */
Hi [redacted],
I am sorry again for your disappointment. We stand by our initial response.
Best,
[redacted]

This was resolved through customer service.
 
Best,
[redacted]

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

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

Initial Business Response /* (1000, 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.
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. Coach is one of our most popular brands and a favorite by many of our buyers! However, with Coach also being a handbag brand surplus, it was determined that this specific style has not been as successful at being resold on thredUP compared to other Coach styles we have listed. Since our consignment time frame lasts only 84 days, we are constantly evaluating past and future Coach 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.
When a bag is requested we offer two options. One is to request return assurance where we will quickly return to you any items not accepted. The other is to recycle any items not accepted. It looks as though with this particular bag it was requested to recycle and not return any items that were found to not meet our quality standards.
Unfortunately we do not hold on to the items that can not be accepted and do not have the item to be returned to you. In the future we would recommend opting in to return assurance so that we can quickly return any items not accepted.
Please let me know if you have any other questions.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bag that I sent was very similar to this bag:
https://www.thredup.com/product/women-leather-coach-black-leather-shoulder-bag/X...⇄ /> My bag was in fact, larger, and in excellent condition.
Final Business Response /* (4000, 9, 2015/12/18) */
Hi [redacted],
Thank you for following up. Since our consignment time frame lasts only 84 days, we are constantly evaluating past and future Coach 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 and items that will be successful in selling.
We stand behind the processing of this bag.
Best,
[redacted]

Initial Business Response /* (1000, 10, 2014/04/11) */
Hi [redacted],
Thank you for expressing your concerns. This appears to have been resolved through our customer service. Please let me know if you have any further concerns or issues that were not addressed.
Best,
[redacted]
Initial...

Consumer Rebuttal /* (2000, 12, 2014/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a partial resolution.

Initial Business Response /* (1000, 5, 2015/01/23) */
HI [redacted],
We reached out to you via a follow up customer support ticket to get some additional details from you. Thank you for reaching out.
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/01/28) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)

I just received my first order from ThredUP and am extremely satisfied with the entire process. I picked out my items online and paid a reasonable price for them. I got 5 pairs of designer shorts, a Sax 5th Ave. tank top and a pair of Coach flats all for 75$ including the shipping fees. The shipping was super fast and the packaging was very well done. The box was covered in turquoise polka-dots and on the inside the items were nicely folded and wrapped in matching tissue paper. Several of my items were with new tags still attached. I feel I received an excellent deal on everything and am very satisfied. I will definately purchase from them again.

I feel like this is a sneaky company. I will give them credit with the free shipping to and from along with the generous size of the bag. That is the only good thing I can say.
They charge $9.99 if you want your rejected items returned, which I opted out of, but was still charged a $4.99 fee for them to RECYCLE my rejected items! The payout you do receive is ridiculous. The items they accepted were listed on their site for over $100. I received $15.90 and then had the $4.99 fee removed.
I've never purchased from them so I cannot review that, but I HIGHLY recommend anyone from sending your clothes to this company. You're better off having a yard sale.