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:04/01/2025

  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:03/17/2025

  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.

  In Feb. 2025, I sent a bag of clothing to Thredup #B33A70GNQWA using the regular bag (not premium), they took many items, but did not take several items that were brand new and of higher value. I inquired about these items and they told me they were too worn and that they were recycled. Some of the items they said were too worn, had Everlane tags on and were never worn. I was under the understanding that clothing that was not accepted could be returned. In communicating with ThredUp customer service, they did not nothing to address my issue and just continued to say that the items were worn. The fact that the items not accepted were in excellent condition, some with tags and from brands ThredUp regularly sells has me very suspicious about what actually happened to these items. I will never sell or buy from Thredup again.

  

  Business Response

  Date: 03/20/2025

   

   

  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 3/18/2025. 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

   

   

  
  

• Initial Complaint

  Date:03/16/2025

  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.

  Threadup resales clothing for customers. Several items I sent to threadup, they decided to not pay me and resale the clothing and keeping all the profits. This is unethical. NEVER SHOPPING OR SELLING WITH THREADUP AGAIN!

  

  Business Response

  Date: 03/20/2025

   

   

  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 clarification on our process. 
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

• Initial Complaint

  Date:03/15/2025

  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 in a Clean Out kit filled with six brand new with tags, never used Coach Outlet items, and two used Coach purses. I selected the *************** so I could have any unsold items returned to me (for an additional cost). I received an email on March 2nd that my clean out kit had been received. When I saw the email and checked my account that following weekend, it said they expected to process my items the week of March 10th. I just checked my account tonight, March 14th, and a heading at the top of my account says " Due to our current inventory needs, weve moved you to our donations program. All the convenience of cleaning out, but in lieu of a payout, we donate $5 per kit to a charity of your choosing."I was never contacted about this and did not agree to this. I'm sure they'll say it's in their Terms and Conditions, but it is not mentioned anywhere in the process of ordering your kit, or on the page that explains how their program works. Had they mentioned this very clearly in the account set up and Clean Out Kit ordering process, I never would have sent my items in. This is a very big change to what the seller is expecting, and I think it is very deceptive on the company's part to not make it very clear that they can just decide that they're not going to pay you and will instead make a $5.00 donation for one kit.Interestingly enough, they have all eight of my items listed for sale on their page, so they have essentially stolen my items and will now get to keep 100% of the profits from the sale since they have decided not to pay **** want my items returned immediately (including those that have sold and not yet shipped) and I want to be paid for any items that have sold and shipped. This is theft and a very deceptive business practice. I find it very interesting that my status only changed to "donation only" once they received my items and could see what they were and what the value/potential sale price was.

  

  Business Response

  Date: 03/20/2025

   

   

  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 3/15/2025. 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
  
  

   

   

• Initial Complaint

  Date:03/13/2025

  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 them a $260 ******* **** purseI sent them a $260 ******* **** purse and they didnt accept it. So they basically stole it and wouldnt return it to me. It was brand new perfect condition!

  

  Business Response

  Date: 03/19/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Were sorry to hear that this customers clean out did not go as expected.
  
  Upon review, it appears that the item in question was regrettably not accepted for consignment and this was communicated to the seller via chat on 3/13/25. 
  
  When ordering a clean out kit, the seller has the ability to request a premium consignment kit with optional return assurance if they wish to have any unaccepted items returned. This can be viewed on the clean out request page here: ***************************************************. Once a kit has been requested, the seller has the opportunity to add or remove this service at any time until it is received back in the warehouse for processing. 
  
  Regrettably, this option was not selected so the unaccepted items from this kit, were recycled. As a courtesy, our team issued a shopping credit to the customer due to the inconvenience. 
  
  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

  Date:03/13/2025

  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.

  I sent in a Premium Consignment kit that was received on 2/20/25. As of 3/13/25 it is still listed as being processed. Forty-three items from the kit are currently listed for sale under another seller's profile. Items include but are not limited to a ***** *************** dress listed for $325, a ********** sweater listed for $350.99, a Reformation dress listed for $155.99, and a ****** Leather jacket listed for $113.99. Despite a discount ceiling of 20% for Premium Consignment kits, some items are listed at a discount of 50%. I don't know what items have already sold from the kit that are no longer visible on the website.

  Customer Answer

  Date: 03/14/2025

  From: ********* ****** <*****************************>
  

  Sent: Thursday, March 13, 2025 5:57 PM
  To: info <*******************************************************************>; **** P <********************************************************************>
  Subject: Re: You have a New Message from BBB Serving ***************** Area and ***************************, Complaint #********

   

  Hi ****! 

  
  

  The company got in touch with me so for now I can rescind this complaint: 

  
  

  
  

  Sent from my iPhone

  
  

• Initial Complaint

  Date:03/12/2025

  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 box of items to be resold or repurposed by the company. I reached out to them on the 26th of Feb to inquire if items that were missing were being sent back to me. No reponse. I sent them pictures of the two highest items of value I was concerned with in my next message. Days later got a response. I let ******** know there were other items missing most notably two ASOS coats. No reponse after five more days so I reached out to chat support again. Chat support told me ******** would get back to me by end of day on the 6th and I provided them with the missing sunglasses pictures (luxury designer mind you) as well as the jackets. I did not hear back from ******** until Saturday when I reached out- 3 days later. I have asked for this case to be escalated three times now. I reached out again today the 12th of March because its over ***** of items they are basically stealing from me at this point. I finally got a package last week with one tshirt in it that the rejected. Today when ******** responded finally she said it was two? Love to know what the second item was. There are still other items missing from being sent back to me or listed but Im not as concerned with them as I am the luxury sunglasses and ASOS coats. They clearly are scam artists and this is the second case Ive had to open against them. ******** company based on how customer service is not helpful. ******** should also not have a job if this is how she conducts her day to day. Highly unacceptable and no accountability

  

  Business Response

  Date: 03/17/2025

   

   

  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 and their concern is under review. We kindly ask they followup there in order to receive the best resolution.
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23054742
  
  I am rejecting this response because:

   

  I first reached out to customer support on Feb 26th and three weeks later have had to follow up every few days because of lack of action on their part. There is no reason I should not of been compensated for their mishandling of products. There is also a product they damaged that I provided proof was not damaged in my possession and they have not given a resolution for four days now. Unacceptable until there is a resolution I reject their response
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/20/2025

   

   

  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 3/20/2025. 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: 03/21/2025

   
  Complaint: 23054742
  
  I am rejecting this response because:

  Although one part of the complaint was finally solved after 9 follow *** over three weeks, there is one part still outstanding. The images that I sent the company show there is no damage to the sunglasses just before I carefully put them in the box between clothes and sent them in. The pictures they listed have crazy damage, dents and scratches and there is no way they will sell. Original payout was between $230-250 i believe and if they pay me fairly for another one of their errors, I will accept this and close the case

  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/12/2025

  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 had an order that was sent to an incorrect address and was returned to their company. I have been attempting to contact someone on their customer service staff for over two weeks to either have my order sent to the correct address or to have my money refunded to the original card. They do not have a direct phone number on their website to call to resolve customer issues, and I have sent several emails and chat messages attempting to talk to someone. You have to break through a wall of automated chat-bots to try and get to someone. I will get a response back asking for an updated address and I will give them that address, but then I hear nothing back from the original sender of the email. I get the feeling that these emails are also sent from automated chat-bots and that I have in fact not actually been contacted by an actual person since my issue has started.

  

  Business Response

  Date: 03/17/2025

   

   

  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. 
  
  Upon review, we can confirm this customer is currently in touch with our Support Team via email with the most recent update provided today 3/17 that the order is being reshipped today. We kindly ask they followup with their point of contact if they have any additional questions. 
  
  Thank you,
  
  ThredUp Customer Support Team

   

   

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have been provided with a new tracking number for the package I ordered but the tracking number shows the item has not shipped yet. I will be monitoring if the package actually has a "shipped" status, at that point I will find the resolution satisfactory. If not then I will be back in communication with you. Here's the tracking number: 1Z35354VYW39510011
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/10/2025

  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.

  Multiple expensive items from the bag that I sent in were not listed, like a Free People puffer jacket that was in great condition. According to online reviews it seems like this is not uncommon. How is it that this keeps happening and its not being addressed? Seems like they're just stealing and getting away with it.

  

  Business Response

  Date: 03/16/2025

   

   

  Hey there,

  It looks like the customer recently sent in a clean out kit which was processed on 2/20. The Free People item in question was unfortunately part of 8 items that were not accepted during processing. We understand your concerns about the rejected items from your kit and would love to provide some clarification. Our goal is to accept as many items as possible from the thousands of Clean Out Kits we process every day. Unfortunately, not all items make the cut based on a number of factors, including the condition of the item and its overall salability.

  When choosing a clean out service, it shows on the **************** that on average only about 60%-80% of items are listed while the others are recycled. With our **************** we do offer the option to have rejected items returned back to the seller. We apologize the results of this clean out kit did not meet the sellers expectations. If they would like any further help, we recommend reaching out to our Support team via chat ********************************************** or email ************************************************************.

  Thank you