Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****** and ****** for the Cashout functions on the website are not working. I have tried over several days. The message that continues to pop up is "Please check ************************* email for a temporary identification code and enter it below. It can take up to ***** minutes to receive your cash-out code, please wait before requesting a new one." However, I have never received any type of email from ****** or ****** after multiple attempts. My cash-out amount on the site is $45.31. I would like funds; it is also disappointing that you are required to pay to receive the money I earned after all of the fees you take for your "Clean Out" program. ******** has a free option to collect earnings, and their fees are a lot less. I would like my earnings for the clothes that I gave the company to sell.

  Customer response

  01/13/2025

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

   

  Hello, 

  I have been able to resolve this issue with ThredUp, no need to take any action.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with ThredUp prior to Christmas. The items finally arrived and none of them fit me or my mother (who is a size 5). These items are the same sizes as the last order and everything in that order arrived and fit both of us fine. And still fit me today. I have not changed weight or height. Multiple items are see through. I immediately contacted them to initiate a return. They apologized and said they authorized it. They didnt send a return address. I again asked for a return address and they said they were sorry it was under my account and they extended my return date through yesterday. Yesterday came and went and they STILL havent provided an RMA or the address so I can return this package. I understand the holidays are stressful but so is trying to return the same package since the day after it arrived & them continuing to delay this return so they dont have to refund me any money.

  

  Business response

  01/10/2025

   

   

  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 1/09/2025. 
  
  In the future though, if the customer has a return, they will need to log into their account and initiate their return on our returns page as it looks like they did not create a return for the order. Had a return been created, a prepaid shipping label would have been generated with our returns address information. This can be done on the returns page here: *************************************************
  
  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

  01/09/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My order was never received. ThredUP system shows delivered even though the tracking shows ON ROUTE FOR DELIVERY since 12/13/24 with no updates since. Cannot get any responses or resolution. I believe the package is lost. I am seeking a seeking a full refund.

  

  Business response

  01/10/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, we can confirm this customer was in touch with our Support Team via email and they are working to resolve the issue. We kindly ask they follow up there in order to receive the best resolution.
  
  Thank you,
  
  ThredUp Customer Support Team 

   

   

  Customer response

  01/12/2025

   
  Complaint: 22789174
  
  I am rejecting this response because: I have reached out to their customer service multiple times but not received any resolution besides they are looking into it. But its been a month now! Its time for a resolution / action. 
  
  Sincerely,
  
  ***** *********

  

  Business response

  01/15/2025

   

   

  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 1/13/2025. 
  
  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 response

  01/15/2025

  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

  01/08/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order has not been received and or delayed, thredup has not been accommodating regarding the issue presented to them several times regarding the package and the delay on it

  

  Business response

  01/10/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, we can confirm that this order has been delivered as of today, 1/10/25. 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

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thred up is a scam and they have absolutely ZERO customer service. DO NOT TRUST THIS COMPANY AND DO NOT SEND YOUR ITEMS! I used the shipping label you provided with your packaging. *** picked up the package and now they do not have any tracking information for it. I have spoken with them to submit a claim but they will not let me b/c I am not the shipper b/c the label was originated with your company. I was first told by THRED UP to wait 3 MONTHS!!! before contacting them about a missing package. Finally after the forced time period I was told they would offer a very nominal amount of $35 for my trouble. THE AUDACITY! I packed over $2000 worth of clothing for resale! That's resale value and they could not care less that the package is lost! NEVER NEVER SEND YOUR ITEMS TO THRED UP! This is criminal!!! Who's to say they don't have a deal with the courier service to make their packages "go missing" and then they receive them without having to pay their clients any resale comission!?!!

  

  Business response

  01/10/2025

   

   

  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 they are working to resolve the issue. We kindly ask they follow up there in order to receive the best resolution.
  
  Thank you,
  
  ThredUp Customer Support Team 

   

   

  Customer response

  01/11/2025

   
  Complaint: 22786273
  
  I am rejecting this response because:
  I have been given absolutely no assurance that anything will be reimbursed!
  Sincerely,
  
  ***** **********

  

  Business response

  01/15/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, we can confirm that this matter has been escalated to the proper channels for review. Our team will be in touch to provide a resolution soon however for now, we kindly ask the customer to allow us a few more days to reach back out to them via email with an update. 
  
  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 response

  01/15/2025

   
  Complaint: 22786273
  
  I am rejecting this response because: there has been no mention of the appropriate reimbursement for my items. I will not accept a response that does not appropriately reimburse me the amount I am due for my items lost in Thred Up's pacakging and chosen shipping company
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted items in a clean out kit. All were accepted except one: a never worn, perfect condition, **** ********* blazer. The same blazer was previously sold on their website, and many other similar ones are listed. When I trued contacting customer service both via chat and e-mail, they never responded. They also sold two of my other items without the opportunity to confirm pricing.

  

  Business response

  01/10/2025

   

   

  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 chat as of 1/08/2025. 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 response

  01/10/2025

  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,
  
  **** *******

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in 2 clean out kits and sold 6 items. I already received credit for 3 items and have 3 items that are pending payout (2 have been received by the purchaser and 1 has been shipped). I logged in today to check status of the 3 pending and my credit, which I intend to use to buy something from ThredUp, the entire reason I send in to them, to recycle and buy other items, was gone and I was moved to their charitable donation program. I have no issue if they move me to a new program going forward, but it is unethical to move me to a different payout structure for something that has already been sold and retroactively take away money that has already been credited to my account. I request my credit be reinstated and my 3 pending sales be paid as monetary credit. Additionally, when I ordered my clean out kits, there was a promotion for no fees, now, youve added fees, removed my credit and moved me to charitable donations. This feels so unethical.

  

  Business response

  01/10/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We apologize about any confusion but if a seller has sent us a consignment kit and is later only able to order a donation kit, this will not affect the kit they have already sent us and should only apply to new kits requested. 
  
  After review, we see that the customer has sent us two kits, *********** and ***********, that were received and processed for consignment, not donation. So far, the earnings from the sold items have been less than their fees so no payout has been made available for cash out as sellers can only cash out the earnings that are more than their kit fees. 
  
  We have taken the liberty to reach out to the customer and explain this. Should they need further assistance, we kindly ask they follow up with their point of contact. 
  
  Thank you,
  
  ThredUp Customer Support Team 

   

   

• Initial Complaint

  01/06/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is beyond a gross failure of customer service. Over an extended period, I sent Thredup multiple clean out bags, filled with designer items. I recently discovered to my horror that, despite the price at which I set my items when Thredup processed my bag, Thredup now grossly discounts my items to sell them much lower than the prices I set without my knowledge or consent. They explained that this was because the clean out bags were standard instead of premium and pointed me to their terms. Fair enough; I can accept that I was at fault for failing to note that a standard cleanout bag would expose my designer items to gross ************ that end, I withdrew in writing my consent for Thredup to continue to sell my items until my standard clean out bags are converted to premium bags to protect the value of my items. The ***** of this request would not result in any loss in fees to Thredup because I agreed to all the fees for the standard bags such that the standard labels I ordered have the same fee as the premium labels. I have started FOUR different chats over the past couple of weeks, both during and after business hours. Not one agent has even acknowledged that this conversion is being effectuated, let alone effectuated said change. Whiile Thredup continues to ignore my repeated pleas to protect my items from the gross and unconsented discounting of my designer items, my items remain listed on their site and subject to signficant discounting, forcing me to check the site literally every day to revise the discounted prices to prevent them from being sold at a signficant loss to me. Also, this isn't always possible; sometimes Thredup precludes a price revision above an amount after they've discounted it. Thredup's model relies upon loyal customers like myself who, for years, have placed large orders and sent large clean out bags from which Thredup consistently lists almost all pieces included. I honestly cannot believe this kind of treatment from Thredup.

  

  Business response

  01/10/2025

   

   

  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 

   

   

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I have just become aware that if some of my items I sent you on the clean out do not sell, I am not getting them back for free. It is absolutely outrageous that you are charging $5.99 PER ITEM plus the shipping. I will never sell with you again. I have sent you a huge bag worth of items and 90% of those items did not get accepted. The payouts are insanely low. I am highly dissatisfied with my experience selling with Thred Up, honestly there is nothing positive about it. I sent you at least $400 worth in clothes and it is a big loss for ***** a model and influencer, I will make sure that my experience is known, because at this point it seems like you are scamming people. How is it possible that I have to pay such an outrageous amount for the items of clothing that I have sent you for free? You are keeping all the money to yourself, and taking advantage of the good intentions of people.

  

  Business response

  01/08/2025

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We are sorry to hear that the customers clean out did not go as expected. As with all of our kits, if a customer wishes to reclaim an item that was accepted but did not sell, they may do so during the final seven days of the items listing window. A fee will apply as reclaiming does require additional processing. This information is available on our FAQ(******************************************************************************) as well as our Seller Terms of Use(*********************************************************). 
  
  Regarding our payouts, we do offer a payout estimator and our payout percentages on our earnings page to allow sellers to estimate how much they may earn with us to help them decide if we are a good fit. This is available here: ********************************************************
  
  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 

   

   

  Customer response

  01/08/2025

   
  Complaint: 22772078
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****** **********

• Initial Complaint

  01/04/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to formally file a complaint against ThredUp, Inc. regarding recent changes to their consignment policies, which I believe are both unfair and misleading to ****************************** is a business that accepts consignment items from customers and offers payment in return. However, starting at the end of 2024, the company implemented a new policy requiring customers to purchase a "premium consignment" package for an additional fee. Customers who opt not to pay for this premium service are subjected to having their consignment items categorized as recycled, with no payment provided.Prior to this policy change, ThredUp accepted most of my items and provided fair payment in return. Since the implementation of the new policy, because I declined to purchase their premium consignment package, ThredUp has systematically rejected my items and labeled them as recycled. As a result, my items are effectively taken by the company without any compensation, which I find unacceptable and unethical.This new policy seems to penalize customers who choose not to pay an additional fee and raises serious concerns about transparency and fairness in their business practices. It is particularly troubling that items previously accepted and paid for are now simply "recycled" without proper justification or communication about their specific condition or eligibility.I request that the BBB investigate this matter to ensure ThredUp operates fairly and transparently. I believe customers deserve the same level of service and compensation regardless of whether they choose to pay for an additional premium package.Thank you for your attention to this matter. Please feel free to contact me if further information or clarification is required.

  

  Business response

  01/08/2025

   

   

  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. With our clean out kits, we have two kit options. Our standard consignment kit and our Premium Consignment kits. Sellers have the optioned to choose between the two kits and are under no obligation to choose a specific kit. They may elect the one that best suits their needs. 
  
  With our standard kits, sellers have a standard kit fee of $14.99 with a ***** day consignment window. Premium kits have a higher processing fee of $34.99 with a longer consignment window of ***** days depending on the brands they send as premium brands will be listed longer. If a customer would like to have any of their unaccepted items returned to them, we encourage customers to select our Premium kits as the option to return rejected items is not available with our standard kit. If customers elect to not use a premium kit, the processing standards remain the same however anything we dont accept will be recycled automatically. This information is available when customers request a clean out kit on our clean out page here: ***************************************************
  
  Regarding the customers concern about their recycled items, we do not accept Mens items for resale and after reviewing their more recently processed kits B34PC0XMHW7, B3YNF0XVFKR, B2A76-XDVWR, and B32VE0GNDN2, these kits show that the rejected items were  mostly Mens items. These items were recycled and unable to be returned as the kits were standard kits. 
  
  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. 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 

   

   

*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. ↩