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:06/21/2025

  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 and paid for 5 items (Order # *******). ThredUp later sent me an email saying one item was not available and said, "Refund details- Item refund $16.96". However, my bank emailed me the following status- *********** THREDUP recently credited your account. Here are the ******************************, Thursday, June 12, 2025, +$8.71". Note that $8.71 is the amount I paid via credit card because the gift card I used did not have enough funds for the whole amount.When I emailed their Customer Support saying, "I received a refund of only $8.71, when the blouse I didn't receive cost over $16. Where is my full refund?", they replied, "I wanted to let you know that your refund was processed in full on June 11th. If you have any questions or need further assistance, please feel free to reach out.I emailed again stating that I did not receive the full refund and their reply was, "I would kindly recommend reaching out to your bank, as the correct refund has indeed been issued. If you have any further questions or need assistance, please feel free to ask. We're here to help!"I emailed again asking why they dont state how much the correct refund is? And how that amount was calculated? Their reply was "I understand there seems to be a bit of confusion regarding the refunded amount. We have accurately listed the correct amount that was refunded on our end. To clarify the situation further, I recommend reaching out to your bank, as they will be able to provide insight into why the correct amount may not have been received on your side." That is a ridiculous reply because it is clearly not a problem with my bank and ThredUP Customer Support never stated how they determined my refund for a blouse I paid $16.96 for is only $8.71. They are not refunding me the amount that was used from the gift card.

  

  Business Response

  Date: 06/22/2025

   

   

  Hey there,

  It looks like a member of our Support team reached out to the customer via email in regards to this issue. Since their order was paid partially with credit card and gift card, the refund went back the same way. They received a refund of $8.71 to their Mastercard and $8.25 via gift card. We sent the customer an email with the gift card info just in case they no longer have it. They can use that info to check out on the website and use that $8.25 balance.

  If the customer needs any further assistance, we recommend reaching out to our Support team via live chat or email at ************************************************************.

  Thank you

   

   

  Customer Answer

  Date: 06/23/2025

  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

  Date:06/17/2025

  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 have sent in over 42 kits without issue. I have recommended Thred up to family, friends, everyone I can because I appreciate their business model and mission. However I recently sent in a very expensive pair of shoes, valued over $1500, and the shoes are NOWHERE to be seen on their website. They are just not listed under pending, under processed. Nothing, disappeared. This is the first time Ive ever had this issue and I cant believe I was dumb enough to trust them with such an expensive pair of shoes. Clearly this company did not deserve it

  

  Business Response

  Date: 06/18/2025

   

   

  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 6/18/25. The customers item was pending review and is in the process of being listed for sale. 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: 06/19/2025

  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

  Date:06/10/2025

  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 had a pair of BY FAR ***** black suede lace up booties that I sent in that I had originally bought from ******** for over $500, and I decided to try to sell them on thredup , so I sent them in a box to threadup with a bunch of other stuff about a month ago... they did not show up in my kit when things were processed. There was also a pair of shorts that didn't show up either. As soon as I saw that, my stomach dropped, I had never even thought to look this company up for stealing cuz I had no idea that it was a corrupt company, I looked it up and WOW DO PEOPLE HAVE SOME THINGS TO SAY ABOUT THIS COMPANY... these people steal, especially ur expensive clothes, DO NOT, I REPEAT DO NOT USE THIS COMPANY... look up other reddit threads about this company stealing, I AM NOT THE ONLY CASE. Its not even that I care THAT much about the boots, but its still $500 that was stolen from me in the form of boots, I thought I would be lucky if I could sell them for $100-200, and if not I would pay for the option to haven them sent back to me. I cannot believe that this company is still profiting off of lying and stealing clothes from their customers, it's beyond infuriating, $500... **** gone, shorts another $20, I know I sent them, and I know the reason that they arent showing up as processed is because they were stolen. I sent all of my items, in one box, 23 items and only 21 items are listed as processed. Where did the $500 boots and $20 pair of shorts go? Stolen. The boots and shorts are not listed anywhere, not even in the items that "wouldn't get earnings". something is fishy here. this is going to be a hard case tho cuz I have no other evidence other than a receipt on my phone from purchasing them,nobody told me that I should keep track and take photos, I didnt expect that from this company, but I KNOW WITHOUT A DOUBT THAT I SENT THEM IN THAT BOX. I will attach a photo of them for reference. They are a size 38. I just want justice for my booties.

• Initial Complaint

  Date:06/04/2025

  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 submitted a box of clothes to be resold on ThredUps platform, nearly 25 items, many of which were higher end. When my lot was posted, many items were missing so I contacted the company. I put in a review request and they came back claiming the items did not meet their quality standards and were recycled. The items specifically were higher end, barely worn items that could have been sold for a high price on their site, including one that was brand new. None of them had quality issues and I do not believe the claim they were not up to par to be resold. They did not respond further or provide any recourse.

  

  Business Response

  Date: 06/12/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, we see that this customer sent in kit ***********, which completed processing on 3/11/2025 and can confirm that 6 items were not accepted on consignment. They reached out to our Customer Support Team on 3/15/25 and our team let them know that unaccepted items were responsibly recycled since return assurance had not been selected. 
  
  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. 
  
  For this reason we do offer our premium consignment kits so that sellers have the opportunity to opt in to have their unaccepted items returned to them. As each kit goes through processing, rejected items are separated from accepted items and are then combined with all of the unaccepted items from hundreds of other kits. Due to this retrieving these rejected items is a logistical impossibility. These items are then sent out to a network of recyclers and processors that find new homes or purposes for the items, depending on their condition.
  
  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. 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:06/03/2025

  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.

  Order #G5DM3FZGXB2L | Tracking #1Z35354VYW14688252 Date of Transaction: 05/27/2025 Amount Paid: $93.17 Im filing this complaint due to thredUPs failure to deliver my order, communicate accurately, or resolve a clearly preventable issue. Despite doing everything I could to fix the situation, Ive received no meaningful support, no resolution, and no acknowledgment of ***************** package was shipped to a PO Box, which *** Ground Saver doesnt deliver to. thredUP accepted the address without warning. When the package failed to deliver, I contacted support and was told, multiple times, that the address had been updated. That was false. No reroute was submitted, and the package was returned to sender.I couldnt intervene through ***, as the tracking number wasnt tied to my email. *** confirmed that only the shipper could submit an intercept. thredUP claimed theyd handle this via email, but no action was ever taken.Over the next week, I made multiple calls to ***, followed up with thredUP support, and coordinated efforts that should have been handled by thredUP. I was passed between automated systems, misinformed ***** and empty promises.I was forced to take on the role of your logistics and customer service teams, unpaid, while being misled and ignored.This is not buyers remorse, this is a basic failure to deliver a paid product and support the customer when things go wrong. I now risk a second failed delivery due to ongoing *********** requesting expedited reshipment with delivery safeguards (signature required or held at access point) and a partial refund or credit for the time and effort I was forced to spend resolving this alone.This should never happen to a paying customer.

  

  Business Response

  Date: 06/12/2025

   

   

  Hello,
  
  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

  Date:06/02/2025

  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 sent in a kit for resale with this business. I have done this numerous times before. In the kit, along with other items, I had included an expensive leather purse along with several other brand-name clothing items. I noticed that when my kit was processed, those items were missing from the listings online. I contacted customer service, who told me they were rejected with no explanation. I know these are brands they sell and the items were in excellent condition. I then got an email saying some items had not yet been listed but would be listed soon. I then contacted customer service again just to verify, and that representative told me that the items had all been sent for authentication and that they would be listed in 3-5 business days. I contacted customer service again after the 5 business days and was told the items had been rejected and would not be returned to me even though I chose the premium service. I find it incredibly unsettling that the items were rejected with no reasoning at all behind the rejection and that I didnt have additional time to reclaim them after knowing they were rejected. I got differing responses from customer service, which is incredibly untrustworthy to say the least. I asked to speak with a supervisor and was told one was not available. I am awaiting an email from one but am not holding out high hopes. I find it odd that all of these expensive items were not listed. I would like a chance to reclaim them or at least be compensated for their value.

  

  Business Response

  Date: 06/05/2025

   

   

  Hello,

  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: 06/05/2025

   
  Complaint: 23407065
  
  I am rejecting this response because:

  I responded to an email from a representative from June 2nd and have not yet received a response back or clear resolution despite sending 2 additional emails.

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

  

  Business Response

  Date: 06/12/2025

   

   

  Hello,
  
  Upon review, we can confirm that this matter has since been resolved by our Customer Support Team via email as of 6/08/25. 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: 06/12/2025

  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

  Date:06/02/2025

  Type:Delivery 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.

  This is the second time that Thred Up has neglected to hold up their end of the bargain by sending the purchased package to ***. As well, Thred Up has neglected to send once again, a shipping confirmation regarding an order placed 5/31/25. I will never and repeat NEVER, use this company again. Please advise.

  

  Business Response

  Date: 06/05/2025

   

   

  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 6/4/25. If any further assistance is needed at this time the customer is welcome to reach back out to their point of contact.
  
  
  ThredUP Customer Support Team

   

   

  Customer Answer

  Date: 06/06/2025

  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

  Date:06/01/2025

  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 two bags of clothing to sell through ThredUp. There was a new dress in one of the bags with the tag still attached to it- I believe the original purchase price was $60. They never listed the dress for sale, but all the other items were listed. So either they lost the one high value item I sent in or it was stolen. I have looked online and seen other complaints on this. Ill take the loss, but Id hate to see this happen to someone else who genuinely needs the money from selling their clothing.

  

  Business Response

  Date: 06/08/2025

   

   

  Hey there,

  It looks like the customer sent in clean out kits *********** and *********** which were processed on 5/20 and 5/21. On the first kit, there were 3 items not accepted including the dress and on the second kit there was 1 item not accepted. 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. We apologize the results of your clean out experience didn't meet your expectations. 

  if you need any further assistance, please reach out to our Support team directly chat or email.

  Thank you

   

   

• Initial Complaint

  Date:06/01/2025

  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 several clothing items to Thredup as part of their "Clean Out" program where they sell your gently used items on their consignment website for you. Some even had the tags on them still. Well, they cleaned me out alright! They sold my items, said a few were unable to be sold and they "recycled" them. But, I received ZERO DOLLARS for the huge bag of clothes I sent in. After reading the other complaints here on the BBB, it seems that this is standard practice for ThredUp. Had I known that I would not receive a single ***** for my gently used items, I would have donated them to my church's thrift store or donated to the needy. Shame on you ThredUp. You just lost a great customer because I made several purchases on their site as well. I thought I would send in my clothes and receive some credit to shop. Was I ever wrong.

  

  Business Response

  Date: 06/08/2025

   

   

  Hey there,

  It looks like the customer did communicate with our one Support agents via email on 6/2 about this clean out kit. 7 items sold from this kit for a total payout of $7.62. However, the processing fees for this kit were $17.98. We do not charge this fee upfront as it is deducted directly from the sellers earnings. This is stated on our Clean Out page and Consignment page. Once the kits earnings exceeds the fee amount, then the seller receives payout to their account balance. 

  Unfortunately, the items from this kit only sold for $7.62 so that is why no payout was issued to the sellers account balance. We apologize the results of this clean out kit did not meet their expectations. As a courtesy, the agent issued a refund of the processing fees so that the seller could access the $7.62 in earnings they received from the sold items. They can withdraw this amount currently from the Cash out page - *******************************************************.

  If the customer needs any further help with this clean out kit, we recommend responding directly to that email thread or reach out to us via chat. 

  Thank you

   

   

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23404420
  
  I am rejecting this response because:I would like to see documentation proving the amounts Thredup received for my clothing items. I am certain that they sold for more than Thredup is stating. After I reported Thredup to BBB, they offered me a credit of around $7.62 and sent me a box with my items that didn't sell which they previously informed me via email that they would be "recycled."  They are trying to play nice now that BBB is involved. 
  
  Sincerely,
  
  ********** ******

  

  Business Response

  Date: 06/15/2025

   

   

  Hey there,

  Per my previous message, the customers sold items came out to $7.62. However, since the kit fees that were associated were more than this amount, that is why the seller didn't receive any payout initially. We issued the payout of $7.62 as a courtesy. The seller can view the payout amount of each sold item by going to their Clean Out page, click on the kit B3PDP06VMFE and it will show each sold item and what it sold for plus the payout they received on each one. 

  If the customer would like any further assistance, they can reach out to our Support team via chat or email at ************************************************************.

  Thank you

   

   

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23404420
  
  I am rejecting this response because: I have made several purchases on Thredup and I have NEVER purchased a top or dress for $7.62. They sold at least 8 tops that I sent in for the Clean Out. That would be less than $1.00 per item. Once again, for total transparency, let's see the exact amount that each individual item sold for. 
  
  Sincerely,
  ******* ******
  ********** ******

• Initial Complaint

  Date:05/29/2025

  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 2 clean out bags to thredup so far just 1 bag has been processed Out of 8 items in the bag 3 were accepted but the 5 ineligible are listed for sale and all described as like new and listed at $14.99 if which I get zero because they say it doesn't meet their standards What?

  

  Business Response

  Date: 06/05/2025

   

   

  Hello,
  
  Upon review, we can confirm that this matter has since been resolved by our Customer Support Team via email as of 5/30/2025. 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: 06/05/2025

   
  Complaint: 23393286
  
  I am rejecting this response because:
  Thredup response was for an order I recvd that was missing a belt to a top they gave me $4.66 my complaint here is about clean out bags they are not paying me for as they say it wouldn't make them money but it's list excellent like new condition and $14.99 two pieces and today the jeans I sent two pair same thing .. these are name brands and very well cared for as I care for my clothes and even their description of my items are all like new condition do I'm confused but I definitely learned my lesson 

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

  

  Business Response

  Date: 06/08/2025

   

   

  Hey there,

  After reviewing clean out kit B3WVR02W4DT processed on 5/28, there were 5 total items accepted with only 3 of them eligible for earnings. The other 2 items are brands that are on our payout ineligible brand list. Some low-priced items are ineligible for a payout because their processing costs are higher than their resale value. We know that fast fashion items create waste, tied to both manufacturing and the fact that many end up in landfill. We will still accept and re-sell these items to extend their lives and keep them from polluting our planet; however, we will no longer be paying out for them. Moving forward, we welcome you to check out our list of ineligible brands here: ************************************************************************.

  This information is available on the Consignment page for sellers to view before sending in their items. We apologize if there was any confusion on how our Clean Out program works and which brands are eligible for payout. If the customer needs any further assistance, they are welcome to reach out to us via chat or email.

  Thank you

   

   

  Customer Answer

  Date: 06/09/2025

  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. But I still think you're not being honest to the consumer about selling and the condition of items .. I have had some good buys and never had issues until this year .. not sure what changed in your standards or personnel but something did

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