Complaints

• Initial Complaint

  02/02/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 1/21/25 with ThredUp & did not receive my package. They advised, after 7 days, that the package was labeled incorrectly at the warehouse in *********, ** & was considered lost. I placed another order on 1/30/25 with *************************** advised package was scanned & shipped to delivery partner on 1/31/2025. ThredUp asked that I give the carrier more time to deliver package to delivery partner facility on both orders. The most recent order is behaving exactly as the order that was lost. Sending ThredUp screenshots of successful deliveries did nothing. I asked them to contact their Lancaster warehouse on 2/3/25 to get a shipping status, as I did before with the lost order, & they refused. If they had acted sooner, on my behalf, then its possible the outcome would be different. The issue with the *********, TX warehouse is quality control. The delivery partner ThredUp uses is 44.4 miles away from the *********, ** warehouse & is located in ************, **. If the package was packed, labeled & scanned correctly, as they said it was, the delivery partner should have delivered the package by 2/3/25. The delivery partner keeps changing the delivery date, due to not receiving the package from ThredUp. ThredUp then places blame on the delivery partner, when in actuality, the fault lies with them. 2 packages have been lost within 10 days of each other, 1 would be a fluke, but 2 in 10 days is a quality control problem. ThredUp needs to stop making excuses & accept that they have an issue with employees at their warehouse.Another issue I have with ThredUp is the mislabeling of items on their website. The inconsistencies of item labeling is baffling. They list skinny jeans as straight leg, even though they have a category for both. Sweatpants are labeled as active pants, track pants, casual pants or sweatpants. There is a sweatpants category, but they are consistently mislabeled and placed in one of the other three categories. Pick a category & stick with it!

  

  Business response

  02/09/2025

   

   

  Hey there,

  It looks like the customer actually has worked with a member of our Support team via email on this issue. The last email was sent to the customer on 2/4 in regards to these orders. If the customer needs any further assistance, we recommend responding directly to that email thread for the fastest response.

  Thank you

   

   

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I decided to take a chance on Thredup, by sending them my first cleanout kit. This is what I included: 2 jcrew tees new with tags 1 levis jeans 1 ***** ****** dress 1 boden teal tee new with tags 1 ***** ****** eyelet dress 1 ****** ***** wool cardigan 1 max studio lace dress 1 boden wool sweater 1 rag bone jeans 1 monoprix top 1 firth shoes 1 articles of society jeans 1 lucky jeans 1 ******** top 1 *************** jeans 1 **** ****** jeans 1 anthro jeans 1 ***** ********* set (top + pants)1 beachsissib new dress 1 preggo romper Ninth 1 royal dress 1 j crew dress 1 ***** dress 1 *************** pants They processed 21 out of 26 items. The ***** ********* set was listed as two pieces but not a brand they carry, so no payout. The interesting part about this is that they listed 2-3 items as unbranded even though everything had a brand name. This reduces payout. Then, they failed to list the ***** and ****** dress (if you know fashion, you know this was the MOST EXPENSIVE item in the whole box) and two brand new j crew shirts.What is mind boggling about this situation is that they listed all the ok items but chose to pull out the fanciest ones and not list them, which is a complaint I had seen a LOT on reddit, which is why I was hesitant to try it.Basically, they take the good stuff out and it will show up somewhere else so they dont have to pay you according to Reddit. Of course, customer service has an excuse for everything and told me the items didnt fit their inventory needs and that the ***** and ****** dress didnt have a size tag. And yet, they listed other items which didnt even have a brand tag according to them?It does not make sense.I want to know where my unlisted items went, and get them back. I was told next time I need to pay for the return of unlisted items option, but my items are not even listed as processed. They just disappeared off my account.

  

  Business response

  02/06/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention.
  
  We are sorry to hear that this seller is not in agreement with our process. At thredUP, we understand it takes a lot of trust for seller's to send in clothing, and we have many measures in place to ensure items are processed according to our standards. Please know that we cannot guarantee the acceptance of any items, regardless of their condition or brand. There are a number of factors that go into deciding what we can accept. Of course, we'd like to accept everything, however, our team has to be very strict. 

  Unaccepted items are distributed to various organizations, wholesalers, thrifting companies, and charities who distribute this clothing, resell, and recycle. Our goal is to ensure that the secondhand clothing gets reused and repurposed, we do everything here to avoid these items from going to landfill.

  Ultimately we do our best to provide our customers with all of the information they need to determine if thredUP is the best service for them, and we are sorry that things did not work out the way the customer had hoped. 
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

  Customer response

  02/09/2025

   
  Complaint: 22887367
  
  I am rejecting this response because: there is no resolution and no explanation as to why the most expensive items I sent disappeared off my platform.
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/11/2025

   

   

  Hello,
  
  
  Thank you for bringing the customer's concern to our attention. Ultimately we do our best to provide our customers with all of the information they need to determine if thredUP is the best service for them, and we are sorry that things did not work out the way the customer had hoped. Upon review, we can confirm that this matter has since been resolved by our Customer Support Team via email as of 2/1/2025. If any further assistance is needed at this time the customer is welcome to reach back out VIA email or chat.
  
  Thank you,
  
  ThredUP Customer Support Team

   

   

  Customer response

  02/11/2025

   
  Complaint: 22887367
  
  I am rejecting this response because: my issue was not resolved. I still do not know where my expensive items went (again, they are not shown on my platform, not even as will not receive compensation or rejected), and I submitted my BBB claim after the customer service discussion was unfruitful.
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/13/2025

   

   

  Hello,

  Thank you for bringing the customer's concern to our attention.
  
  Upon review, we can confirm that we have reached out to this customer via email on 2/13/25. We kindly ask they followup there in order to receive the best resolution.
  
  Thank you,
  
  ThredUP Customer Support Team!

   

  
  
  

  Customer response

  02/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ThredUp refuses to investigate lost packages.

  

  Business response

  02/06/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention.
  
  Upon review, we can confirm that this matter has since been resolved by our Customer Support Team via email and chat as of 01/31/2025. If any further assistance is needed at this time the customer is welcome to reach back out to their point of contact.
  
  We believe this matter has been resolved and apologize any disappointment has caused. If any further assistance is needed at this time the customer is welcome to reach back out to us at ************************************************************.
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

• Initial Complaint

  01/30/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  While I was checking out two of 6 items were removed, time to keep items was about to expire when I started to check out and still both items were removed. That was my first purchase so I lost the 50 % discount on those items

  

  Business response

  02/06/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention.
  
  We are truly sorry to hear that the customer's experience with ********************** hasn't been as expected. If there are any specific concerns about the services that we have provided we would encourage the customer to reach out to our team directly via ************************************************************.
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a purse online from a company called ***** UP on December 19 2024 for $58. It was a FINAL SALE. Purse is beautiful and worth much more than. When I put my items in the purse, then on my shoulder, the strap detached from purse, spilling the contents on the ground. It does this Everytime I try to wear it. Ive contacted this company several times but to no avail. So does final sale mean they can sell a bag Even if its damaged? I want my money back or enough money to repair the purse. Thank you

  

  Business response

  02/06/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention.
  

  We are sorry to hear that this customer was not able to get in touch with our Support Team. Currently, our Support Team can be contacted via web chat on the thredUP site here: ********************************************************************, mobile/in app messaging, email, and social outlets. We have taken the liberty to reach out to this customer directly in order to provide a resolution.

  Thank you,
  
  ThredUp Customer Support Team

• Initial Complaint

  01/29/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I sent Thredup one brand new, never worn designer faux fur winter coat with tags still on it. I paid $200 for it. I also sent 7 sequined scarves, 5 of which were also brand new and I paid about $25 for each. The remaining 2 were used once. My coat was first listed for sale at $60 and ultimately sold for $37.53. The scarves with the exception of 1, sold for between $6 and $10. The processing fee for all of the above was $14.99 and my profits from the sale of all the above is $15.49, leaving me with $0.50 and that is not going to me, it is turned into merchandise credit as if I would even consider doing any further business with them. I want to recoup a decent portion of the value of the items I sent, at least 50% of their original value despite the value that Thredup put on them for sale. And at this point if I earned $0.50, I want it in my pocket. This is a horrible company with deceitful practices.

  

  Business response

  02/06/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention.
  
  Upon review, we can confirm this customer is currently in touch with our Support Team via email. We kindly ask they followup there in order to receive the best resolution.
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

  Customer response

  02/10/2025

   
  Complaint: 22874003
  
  I am rejecting this response because: I was directed by the business to continue communicating with product support who advised they would get back to me within 2 business days. That was on 2/7/2025; today is 2/10/2025. I have not received any response since their email on 2/7/2025. 
  
  Sincerely,
  
  ***** Scali ****

  

  Business response

  02/11/2025

   

   

  Hello,
  
  
  Thank you for bringing the customer's concern to our attention.
  
  
  Upon review, we can confirm this customer is currently in touch with our Support Team via email. We kindly ask they followup there in order to receive the best resolution.
  
  
  Thank you,
  
  
  ThredUP Customer Support Team

   

   

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted clothes to ThredUp which they sold. I had approximately 93.00$ in credit which I turned into gift certificates. I never received these gift certificates although their email indicates my rewards were turned into gift certificates to Gap and **************** I never received them. I have contacted them on numerous occasions. They take forever to respond and they are trying to blame it on the Gap and **************** Those businesses say this is a ThredUp issue not theirs. This is the second time this has happened to me but at least after a few months and multiple contacts with them they reissued the gift certificates. This time they are doing nothing. This is dishonest and unethical.

  

  Business response

  02/06/2025

  Hello,
  
  Thank you for bringing the customers concern to our attention.
  
  Upon review, we can confirm this customer is currently in touch with our Support Team via email. ave reached out to *** and *************** in order to have the giftcard information resent. We kindly ask they followup there in order to receive the best resolution.
  

  Thank you,
  ThredUp Customer Support Team

• Initial Complaint

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business sells used clothing online and offers a credit towards their services. I ***t them 2 items. One a pair of (Timberland) boots that had only been worn once. They were in the original packaging. I also *** an unworn pair of womens overalls. They valued the boots at $8.99 even though I paid nearly $200 dollars for them. They valued the coveralls also at 8.99.I wrote them numerous times and asked them to return the items at my expense and they kept asking me for additional information. It is clear according to the reviews that many other custmers have similar complaints. I believe that some action should be taken against this business and I am seeking fair compensation for the items that I ***t them. They sold them even tjough I requested that they be returned.

  

  Business response

  02/02/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention.
  
  We are sorry to hear that this customer was not able to get in touch with our Support Team. Currently, our Support Team can be contacted via web chat on the thredUP site here: ********************************************************************, mobile/in app messaging, email, and social outlets. We have taken the liberty to reach out to this customer directly in order to provide a resolution.
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 5th I purchased an item. I waited the allotted time for them to process my order. They continue give me the run around about where it is and it has not shipped yet. I believe the company is actively engaging in fraud and does not have the item. There are several complaints about this same problem.

  

  Business response

  02/02/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention.
  

  Upon review, we can confirm that this matter has since been resolved by our Customer Support Team via email as of 01/27/2025 and a refund for the order was issued. If any further assistance is needed at this time the customer is welcome to reach back out to their point of contact.
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been with Thred Up as a consignor for several years. In an unfortunate turn of events I lost my computer and password and no longer have the old phone number I had listed in the event i lost my password. I have contacted them for help many times via a web bot and have no sucsess in getting a working phone number. I need person to person assistance as they are holding over $200 of my money. I cant transfer those funds unless I get someone at ***** UP to help me. I am out of options. can you help?

  

  Business response

  02/02/2025

   

   

  Hello,

  Thank you for bringing the customers concern to our attention.
  
  We are sorry to hear that this customer was not able to get in touch with our Support Team. Currently, our Support Team can be contacted via web chat on the thredUP site here: ********************************************************************, mobile/in app messaging, email, and social outlets. We have taken the liberty to reach out to this customer directly in order to provide a resolution.
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

  Customer response

  02/07/2025

   
  Complaint: 22856226
  
  I am rejecting this response because:I am trying to get a working phone number from Thred Up and can't find one listed at the Secretary of state office. They make it impossible to contact them. They have over $300 of my money that cant be collected because of unforseen circumstances I am unable to gain access to my ThredUp account. They keep it if I dont get in touch with someone there who can help me.
  I have not been reached out to and the business has not contacted me. All I want the business to do is call me. 
  Sincerely,
  
  *** ********

  

  Business response

  02/09/2025

   

   

  Hey there,

  We currently only provide support via chat and email. You can reach out to our Customer Support team here - **********************************************. That page will provide you with a chat option where you can work with an agent. If there is not an agent live, we will follow up with you via email. You can also email our support team at ************************************************************. 

  Thank you

   

   

  Customer response

  02/10/2025

   
  Complaint: 22856226
  
  I am rejecting this response because: There solution is to ask and **** and that doesn't address the problem. If this worked we wouldn't still be at this point. 
  
  Sincerely,
  
  *** ********

  

  Business response

  02/11/2025

   

   

  Hello,
  
  
  Thank you for bringing the customer's concern to our attention.
  
  
  Upon review, we can confirm this customer is currently in touch with our Support Team via email. We kindly ask they followup there in order to receive the best resolution.
  
  
  Thank you,
  
  
  ThredUP Customer Support Team

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩