Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On thred up I had purchased a kit which I had paid 35$ in fees that would be taken from my earnings. 11$ of that fee is to return any item that would not be listed for any reason. This is why I pay for return assurance. Thred up said my item was accepted by them but not eligible for a payout which was never the case. It seems very odd to accept an item and then tell the customer while we’ve accepted it you can’t get any money for it and we won’t send it back despite the fee. This seems very much like false advertising. This also means in my opinion thred up can just decide one day that any item I sent in was accepted but would not be paid. Thred up accepted a 230$ ******** sweater worn once and is telling me it’s not being sent back because it was accepted for no payment. I want payment or the item back.

  

  Business Response

  Date: 04/08/2025

   

   

  Hello,
  
  
  Thank you for bringing the customer's 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 4/8/25. 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

   

   

   

   

  Customer Answer

  Date: 04/09/2025

  
  Complaint: ********
  
  I am rejecting this response because: because the principle of the matter is they need to send my ******** sweater back not give me 1.84$ as a constellation. Their policies are not clear and very unfair. I paid for return assurance on items that are not accepted. An ineligible brand cannot both be ineligible and acceptable. Thred up is telling me my item is acceptable but ineligible only for payment so that they make the payment rather than honor their deal which is to send anything back that I won’t be paid for. This new policy is misleading and unacceptable and I will be deleting my account once my items have sold as I cannot get any of them back until the sales period has passed. I’ve spend so many thousands on this company and will take my business to a competitor. 
  
  Sincerely,
  
  Jess W********

  

  Business Response

  Date: 04/10/2025

   

   

  Hello,
  
  Thank you for bringing the customer’s concern back to our attention. 
  
  We’re sorry that the customer’s clean out did not go as expected and are happy to clarify this issue. 
  
  The item in question was an *** *** **** sweater. This item was not a rejected item which is why it was not returned to the customer, however it was accepted as an item that is not eligible for a payout due to the brand. As per our Seller Terms of Use(******************************************), sellers will not receive a payout for value brands that are ineligible for a payout. This brand is on our list of value brands that can be found here: *********************************************************** 
  
  Additionally, we do provide a payout estimator that sellers can use to input the brand and type of clothing they plan to send and it will also display if an item is eligible for a payout or not. That can be found here: *****************************************
  
  Since the item was not rejected, it was not able to be returned with the Return Assurance shipment as well. As a one time exception to our policy, our team issued a payout for this item on 4/09/25 as if it had sold as it cannot be returned to the customer. 
  
  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 Answer

  Date: 04/10/2025

  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,
  
  Jess W********

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a bag of items bag #B3A7G04CMEK They have failed to list for sale the most expensive item I sent in. An Herms silk scarf valued at about $500. I have sent messages and email with no resolution. Now Im being ignored on customer service chat and my emails are going unanswered. I have asked them to list it for sale or to mail it back. Several times with no response

  

  Business Response

  Date: 04/02/2025

   

   

  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. 
  
  Customer loyalty and trust are incredibly important to us, and we work hard to maintain those values in everything we do. After reviewing the situation, we can confirm that the customer is currently in contact with our Support Team via email. We kindly ask that they continue their communication there to receive the best possible resolution.

  
  Thank you,
  
  ThredUp Customer Support Team

   

   

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered multiple ***** rescue boxes from ThredUP. I was initially very excited to see an odd one out, thinking I had a rare gem. However, upon further examination, it turned out that it was not a ***** bag. It does have a ***** hang tag, but it is marked with another brand, written in Italian. ****** image searching led me to see it is not worth anything and is indeed the Italian brand and not *****. I reached out to ThredUP and was met with a canned reply about flaws being a part of the box and no refunds. I hadn’t mentioned a flaw. I replied with the photos again and said I wasn’t writing about flaws. I also reached out via the chat option online with said photos. ******, the agent assigned to this, ignored my messages for days on end, and continuously requested photos of everything in my box. I repeatedly stated that this was not possible, as I received multiple ***** boxes and could not confidently say what came in which box. He/she claimed to escalate my case multiple times, but never heard back. I again reached out and he/she said without evidence, they can’t do anything. I’d already sent the photos multiple times and sent them again. Again he/she claimed to escalate the case, only for me to never hear back from anyone. At one point, I reached out in a separate email (again with the photos) only to have ****** reply again. All I want is a return label to return the purse that is not a *****- upon receipt, a refund for said purse would be great. I don’t care about the flawed items and that was never my complaint (and trust me, I have received downright TRASH in some of these boxes). I am complaining because one purse is NOT A *****.

  

  Business Response

  Date: 04/02/2025

   

   

  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

   

   

  Customer Answer

  Date: 04/03/2025

  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,
  
  Heather W*****

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to ThredUp and their third party delivery vendor **** for the first time on 3/26, after realizing that my package had been delivered to an inappropriate area of the building I live in (it was left aside outside a random door near where tenants let their dogs out to use the bathroom). Because the package was delivered inappropriately to an unsecured area, instead of the designated mail delivery/package room, it was stolen. **** advised that they could not assist me and to contact ThredUp support directly. I reached out to ThredUp customer support the 3/26 via email, and provided my order information and a detailed explanation of what happened. I requested a resolution due to the mishandling of my package, either a refund or a store credit for the amount of the purchase. I received an automated response advising someone would follow up with me via email shortly. I did not receive any further email response from them, so I reached out again 3/27, then 3/28, then 3/29, and finally 3/30, with still no response from the company. There is no contact number where I can call to request assistance over the phone. Essentially, they have ignored my inquiry and consistent requests for resolution. This issue could have been avoided and ThredUp is ultimately responsible.

  

  Business Response

  Date: 04/02/2025

   

   

  Hello,
  
  Thank you for bringing the customer’s 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 04/02/2025. 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

   

   

  Customer Answer

  Date: 04/03/2025

  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,
  
  Olivia T************

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent 2 cleanout kits, which took forever to process. Some items got listed, but the good designer ones, like a ***** dress and Coach Jacket, and 2 bikinis, never got listed anywhere. I tried to contact customer service, but nobody responded. They ignore your requests. Now, they supposedly sold some items, and I am supposed to get $15 out of it, but there is no way to retrieve such credits. Not having enough with items they stole from me, they also want to charge me $7 for some processing fees! Why didn't they deduct it from my credits? I don't understand how this business still has a BBB A+It seems this is their normal course of doing business when you read comments in Reddit.

  

  Business Response

  Date: 04/02/2025

   

   

  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. The customer can rest assured knowing that we have numerous internal policies in place to ensure that all items are accounted for. We do not steal items from our sellers, their trust is extremely important to us. While we wish we could accept more items from Clean Out Kits we can only accept around 40% and we try to be as transparent as possible with our sellers about this. Return Assurance is always available to sellers if they are sending in any items with monetary or sentimental value in our Premium Kits. 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

   

   

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23140168
  
  I am rejecting this response because:

  Your Team doesn't answer at all that is why I have to start this complain.  I understand some items may be rejected, but normal course of business your company has at least to provide with statement that it was rejected. My complaint is about items your company completely disappeared from from my cleanout kits. 

  You need to revise your company procedures, because items getting stolen from the kits are very common complaint on media platforms.

  Also I have read the complains about your returning items fees so no I do not want items return to me, but I expect the items i shipped to be clearly listed or rejected no just only disappear. Specially when they are items in perfect condition and from excellent brands.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/08/2025

   

   

  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

   

   

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23140168
  
  I am rejecting this response because:
  Business lost or disappeared items I sent them for sale. Coincidentally were the ones in best condition and better brands. 

  Their solution (attached) is to give me the $15 credit for couple items they sold. That doesnt address the issue at all.  The issue is that they should at least acknowledge the receipt of all items even if they decided not to list them.  In my case, they stole some of the items I sent. 
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on March 20, 2025.I received a message that it was shipped on March 21, 2025 via *********** states they do not have possession of the package and has continued to state that since the 21st.ThredUp has provided no communication other than pre-written we received your email responses and have sent the same shipping notification that was sent on the 21st. Again, stating that the carrier does not have the package. I want my money back. $154.66. It is clear that I will not receive the package and they still have my money.They have not responded with an appropriate response or with any intention of resolving the issue. Please help.

  

  Business Response

  Date: 04/02/2025

   

   

  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 03/31/20025. 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

  Date:03/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Be careful of this place. They charge a $3.99 restocking fee per item. So I shopped on this sale they had and spent $200 thinking Id be able to return items. Half of it didnt work out so about $100+ worth of stuff that either didnt fit or the photo didnt really represent the item. So I go to do a refund and they charge me $3.99 per item, a total of $103. But with the fees I get $59 back. And I have to get that in store credit. Or if I want my money back I pay another $11. So I basically get $48 of my money back and they keep $52 for stuff that I didnt even use. RUN!

  

  Business Response

  Date: 03/28/2025

  Hi, 

   

  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! 

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I listed some clothing to be consigned with ThredUp and purchased the Consignment Premium Kit sales option. Although the Premium Kit was much more expensive at $34.99, the perk with this option is that the consigner would receive their clothing back if it does not sell. However, when it came time to get the garments back, while the consigner receives the option of retrieving their clothing, ThredUp adds a Reclaim Fee of $5.99/ garment. In addition to the Reclaim Fee, they add shipping of $10.99 and sales tax. Shipping was included in the inflated Premium consignment fee so once again the consigner is paying more shipping fees. Additionally the consigner has already paid retail sales tax with the initial purchase of the once new garment. When customer service is contacted and a complaint is filed, an auto-generated email response is sent providing links to navigate the ThredUp site - none of which help to resolve the customer ************ the end to 'reclaim' the garment that I already owned I had to pay $17.71/ garment (or let the garment expire) - this is in addition to the Consignment Premium Kit at $34.99 which serves only one purpose, the option of buying back my very own clothing.ThredUp was not forthcoming with their Consignment Premium Kit and Reclaim Fee policies. These are unethical business practices and should be addressed.

  

  Business Response

  Date: 03/28/2025

  Hi, 

   

  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! 

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company selects items from used clothing that customers send to them. The items they don't select for resale are supposed to be donated. I have sent boxes of items to this company containing items of both adult and children's clothing, including shoes. Both boxes have contained like new, high quality items, some items brand new/never worn, all seasonal appropriate (like they request). Weeks go by with zero communication. Then I find out they've only selected 4-5 of my items and put extremely low value on them. None of the items are the new/like new. They're all the older used items. So what happened to those items?? I have proceeded to read more reviews and apparently I am not the only one that experienced this problem. Several people have "missing" high dollar items from their bags. I believe this company is openly stealing from customers that have trusted their system. They are make making money off customers high dollar items, they aren't donating them. That's impossible. Customers are getting back mere pennies from these sales after all the deductions. This is a scam company. You can't even talk to or get ahold of customer service. It's ********** ARE DETAILS OF HOW THEY TRY TO HAVE A BOT TALK DEAL WITH CUSTOMERS**********************************ITS A SCAM THEY ARE DISHONEST I BOUGHT THISITEM AND IT DOESNT SHOW BUT THE MONEY OR CREDIT WAS TAKEN OUT . I WANT TO SPEAK TO A BOSS fp_I_bought.pdf Kit_B3H440YB4AD___ThredUp_Edit_Item_Details___ThredUp.pdf There are currently no agents available to assist you further. To get in touch with one of our customer support representatives, please reach out during the following hours: Assistant Agent Avatar We are going to end the chat now, but please feel free to email us or reach back out via chat at your *************** Chat has ended

  

  Business Response

  Date: 03/28/2025

  HI, 

   

  While thredUP hopes to accept as many items as possible, we also want to ensure it continues to be the place where customers can confidently shop secondhand, knowing that every item online is as good as new. For additional information about what the processing team looks for when items are processed, please refer to the Quality Standards FAQ on the site here: 
  
  Various articles can be found in our FAQ section (************************************************************), Terms of Use (*********************************************************) as well as ************************************************************ that share information surrounding our payout structure. Additionally, our support team is always available for assistance if sellers have any questions surrounding potential earnings (************************************************************). We do our best to accurately let people know what their payouts might look like before they are able to order a clean out kit from us.

   

  Thank you! 

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped a clean out box to them on 10/11/24 at 3:51pm; it was received in their GA location 11/24/24 at 11:00. The kit was ordered with returns as it had several high dollar items in it (thousands of dollars). I've reached out to ThredUp several times on the status and only today - 5 months later are they telling me they can't locate the items and are offering $35 - which is approx .1% or less of the value of the items in said lost kit. EXCEPT as of today I have found 3 items (and counting) from my "missing box" listed for sale.

  

  Business Response

  Date: 03/28/2025

  Hi, 

   

  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!