ComplaintsforThredUP, Inc.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid company to process, photo and list items for sale or to return if items dont meet their standards. They listed items and sold. Zero compensation to sender. When questioned was told some items didnt get compensated bc it took much cost for them to process. By their own description those items should have been returned. Its what I paid a fee for. Instead they sold the items and refused me any compensation. I did contact the customer service twice and just got rhetoric and sent copies of their picky which they violated.

  

  Business response

  06/22/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Were sorry to hear that this customer is not in agreement with our process. 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. It is ultimately up to the customer whether they would like to include items from ineligible brands.
  
  On our All About Earnings page here: ***********************************************************, we provide a search engine customers can use to enter in their brands to determine if they are eligible and a link that redirects to the full list if ineligible brands here: ******************************************************************************;
  
  Additionally, although **************** was selected, per our Seller Terms(*********************************************************), certain ************ are not eligible for ****************. 
  
  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 any further assistance is needed at this time the customer is welcome to reach back out to us at thredup.com/contact.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  06/22/2024

   
  Complaint: 21884088
  
  I am rejecting this response because:

  ThreeUps response as well as the policy is conflicting.  The companys upfront charge for customers to send in clothing items for them to process and sell does include returning to sender any items they do not deem suitable for their business.  Its is fraudulent and greedy to keep and collect payment for items they do not deem acceptable brands when they do return some items.  They need to be consistent.  Either return all they dont think are worthy or pay the customer if they keep items that they subsequently sell for their own profit.   Very unethical practice and using conservation as their reason is ridiculous when they return some.  Put them all in the same package and send back to owner.  I would gladly donate more to my local charities especially living in an impoverished region of the country. 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/24/2024

   

   

  Hey there,

  In regards to the **************** feature that we offer sellers, this is for any items that we are unable to accept at the time of processing. The 3 items in question by the seller were able to be accepted and listed but due to them being a non payout eligible brand, we do not issue payout for them. Our list of non payout eligible brands is available on our site for potential sellers to view before sending in their items. We do not issue payout for these brands but we still list them to ensure they do not end up in landfill.

  Thank you

   

   

  Customer response

  06/24/2024

   
  Complaint: 21884088
  
  I am rejecting this response because:
  ThredUP.   Your reasoning is flawed.  The items should have been returned along with the ones you rejected.  It truly feels like a scam and or outright theft.  
  If you received payment you should compensation the seller.  If the brands arent accepted they should have been mailed back along with the other items.  Your rhetoric about saving the earth is complete nonsense.  Its for your own financial benefit. You didnt do the seller nor the buyer any service.  Only ThredUp benefited. 
  I dont expect another response.  Im am so disappointed in your ethics.  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I sent a giant bag containing dozes of clothes and shoes to ThredUp for resale in a Clean Out bag #B233J-MH4Y6.ThredUp listed one item.While I understand it is up to the company to determine what should be sold, I believe someone at the company took my items and did not list them.I believe this because there was a brand new pair of size 9 checkerboard Vans mules in the kit; if nothing else in the kit was worth anything, the Vans were. I believe that other items in the kit would have sold, such as a pair of gently used Dansko shoes, but again, I KNOW the Vans were valuable, as I have sold items through ThredUp before. I am requesting $150 in credit, as this is close to the previous amount I made through a ThredUp cleanout kit.

  

  Business response

  06/15/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Were sorry to hear that the customers clean out did not go as expected. 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. 
  
  Upon review, we see that this customer sent in kit ***********, which completed processing on 3/20/2024 and 1 item was accepted on consignment. They reached out to our Customer Support Team via email on 6/13/2024 and an agent let them know that unaccepted items were responsibly recycled since return assurance had not been selected so no payout is owed for the unaccepted items. 
  
  When ordering a clean out kit, the seller has the ability to request 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. 
  
  Customer loyalty and trust is a top goal here at thredUP, and we work hard to ensure we retain those qualities in our business. Should this seller have any further questions about our process we welcome them to reach out to our Support Team.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  06/16/2024

   
  Complaint: 21845646
  
  I am rejecting this response because:

  This is the same generic response Ive already been given by this business.

  1. I sent a note regarding the kit months ago and it got no reply.

  2. The second complaint got a generic response.

  3. I have sent a previous clean out kit and earned over $100; I understand the process and dont need it repeated to me.

  4. What Im saying is that eligible items were not credited to me. For example, I sent a brand new pair of checkerboard Vans mules and was not given credit for them. I can see these exact shoes on the ThredUp site. These are either the shoes I sent in, or in fact you are able to sell the items I mailed you because Im seeing them listed as sold. Either way, this response is a lie.

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

  

  Business response

  06/17/2024

   

   

  Hey there,

  We have proactively reached out to the customer via email to get more specifics on the items they sent in their Clean Out kit. We kindly ask for the customer to respond directly to that email so that we can further assist.

  Thank you

   

   

  Customer response

  06/17/2024

   
  Complaint: 21845646
  
  I am rejecting this response because:

  here is what I responded to ThredUp:

  Hi *****,
  
  
  There were more than 11 items in the kit - it was filled.
  
  
  Its not that Im upset about the Vans, its that if anything in the kit was sellable, it was those Vans because they are basically brand new and Vans doesnt make those mules anymore, and I could have just taken them to the Buffalo Exchange down the street. And because of that, I think there was a problem processing my kit. 
  
  
  As I mentioned before, I already made more than $100 on a previous clean out kit so I know how it works. 
  
  
  Other things in the kit:
  Joules size 8 floral wellies 
  Dansko ****** sandals size 39 in black/silver
  
  
  WILDFLOWER FLORAL TRUE BLACK, Size X-Large
  
  
  Stripe Print Shirtdress
  BLUE/ CORAL, Size 12
  
  
  There were a bunch of other things in there but I cant give you more specifics because its been months.
  
  
  But the kit was full - way more than 11 items.
  
  
  Melissa 

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

  

  Business response

  06/19/2024

   

   

  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 6/18/2024. 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

  06/20/2024

  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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company claims to sell your gently used clothing and accessory items at a fair price taking a commission on the items. If you choose to have unacceptable items returned they charge you a shipping fee. You are not told if some items do not meet their standards. After dealing with them, *** come to the conclusion that something allays is unacceptable so they send it back to you. Supposedly on an item I had submitted to them that retailed in the $20-25 range new, sol, and my profit on it was 47 cents. In total my items supposedly sold for about $8.99. Therefore, because they sent an item back to me, I received nothing for my sold items. The funny thing is, they dont even try to recoup the other approx. $3.00 that they supposedly spent and charged to send one item back to me. They DO NOT have a phone # to actually talk to someone. Just email, which they do not respond to and a limited chat feature that seems to just be automated- you do not get the impression that you are chatting with a real person. LET THE ****** or in this case- BEWARE!I did not receive any $ from their selling 8 items for me.

  

  Business response

  06/13/2024

   

   

  Hey there,

  I do see this customer has requested contact from us directly. We are reaching out to the customer via email to provide further assistance.

  Thank you

   

   

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In approximately one year, I have purchased 418 items from ************* Of the 418 items, 153 of the items were as advertised, but 265 items were in error of various kinds such as: missing item, damaged item, wrong item sent, and/or mis-description of the item for sale. The core issue at hand is the alarming inaccuracy of their company with a staggering *****% error rate in approximately one year. Only *****% of purchases were usable, accurate to the description and undamaged. With such a high error rate, customers are charged for the items the company has made an error on, with no disclosure that it is even possible to return these unusable items for your money back. I have almost exclusively shopped at ************* for approximately 10 years, and it is only within the last month that I dug deeply enough into their consistently vague customer support that I learned a customer has a right to return defective items (due to the companys error) for a refund. In one year alone, only 153 items of the 418 I purchased from the company were usable, but charged for all 418 of the items. This amounts to thousands of dollars (in only one year) that the company has kept (just from one customer alone) unethically by making it a decade-long and deep process to learn of the customers right to return these items with errors for a refund. It should not be a hidden policy, or one you have to grill a customer support person at impressive length to learn. The company should honor and tell customers they may return the item for a refund if the item is in error due to the company at no fault of the customer. I feel cheated and lied to by the company advertising items as FINAL SALE, but then not stating that if the item is unusable, damaged etc. the sale is not final and the customer may return the item for a refund. They hide their policy on many levels and then keep profits that are not their right to have. They cannot steal from customers at such an alarming rate.

  

  Business response

  06/12/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Were sorry to hear that the customer had issues with their previous orders. While we attempt to be as accurate as possible, ThredUp does not warrant that product descriptions or other content of any Services is accurate, complete, reliable, current, or error-free. Our processing teams do their best to display and list items as accurately as possible but human errors may occur and if an item is not as listed, customers are welcome to reach out to us for assistance. 
  
  Items sold as Final Sale items are sold with the understanding that they are not eligible for a return. However, if a customer received an item they feel does not match the description provide on our page or is damaged, we encourage customers to reach out to us so we may further assist. Additionally, our returns FAQ also provides steps on how customers may create a return for any items they feel are inaccurate. This can be found here: ***************************************************************************************************************
  
  We apologize if the customer was not aware of this policy however we see that this customer is currently in touch with our Support Team via email. 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

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday may 20 2024 I sent a clean out kit with nice clothing and one brand new with tags ******** secret swim suit valued at $100. I was under the impression that items that are mew with tags will no dou t get posted to their inventory as their guidelines for rejected items are simple (dirty, damaged, no size tags in place, underwear and men's clothing) but once my kit was shown as processed I checked to see how much they listed my items for to find that the swim suit wasn't posted at all. I contacted customer service and was told the brand new item was "rejected" and because it had been more than 24 hours, it had been "donated". I was devastated and honestly assume an employee now has a brand new swim suit and I was left with nothing. This company is nothing more than a thief of goods who takes advantage of the little guy. Someone needs to alert people of this so others don't make the same mistake. I know I Not the first as I have read warning posts like this across the internet. They need shut down and people need to be compensated for basically giving them merchandise to steal or sell for very little payout to their customers. Really sad that it exists and that thredup is actually popular.

  

  Business response

  06/10/2024

   

   

  Hey there,

  It looks like this customer reached out to our Customer Support team about this swimsuit. We are consignment based so we are unable to accept every item we receive unfortunately. Even brand new items with tags can be rejected if we already have too many similar styles. When a customer first request a clean out kit, there is an option to have items returned that are not accepted. If this is not chosen then any rejected items are recycled. We are unable to issue payout for items that are not accepted. 

  A member of our Escalations team followed up with the customer on 5/22 about this swimsuit issue. Had the items been accepted by our processing team, we would have listed the items for sale around $15. This listing price would have issued a payout to the customer of around $2 per item. As a courtesy, we issued a payout of $30.00 to the customer for this swimsuit which is higher than the payout they would have received if sold on our site. They are able to cash out this total from their Cash Out page and they were sent the link to that page via email.

  Thank you

   

   

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted to get in touch with this business about my refund which is in the amount of $145.46 and is owed to me back to my original form of payment of my card ending in 5437. And I havent received my refund at all. Here is the return number ******* and I have attached a return slip for reference.

  

  Business response

  06/08/2024

   

   

  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 6/07/24. This customer used AfterPay on their original purchase and we processed the refund to AfterPay on 6/01/24. The customer has been encouraged to contact AfterPay if they have not been refunded. 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

  06/08/2024

  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

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ThredUp is a service that resells clothing in an online marketplace. I sent them a leather jacket which they have listed on their website as a FAUX leather jacket. I have reached out to them 4 times via customer support email and 2 times via their online chat service to resolve the issue and they have not. Here is their listing for my jacket: ******************************************************** And here is the original product listing:*************************************************************** Since they have not updated the item listing, I have asked them to simply return the item to me if they do not choose to list it accurately, and they have not replied to multiple requests. I have multiple emails I can share but your upload button below is not working.

  

  Business response

  06/08/2024

   

   

  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 6/05/24. 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

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in an entire kit to Thredup in hopes that I could make a little bit of cash from my old clothing. I was very picky with what I sent in, since I know they have standards. I sent in items that were brand new, some still with tags, as well as very gently used items. Out of my entire kit, only 3 items were accepted. I was annoyed, but accepted it and moved on knowing that at least I get a tax deduction since I donated the remainder of my items. I couldn't find anywhere on their website where to get the tax deduction form. When I contacted the company, they said that they no longer provide tax deduction forms, and instead will donate $5 to a charity of my choice. What? If I donate items to any other outlet that accepts donations, they will give me a receipt for my own tax deduction. What this company does sounds like theft. Period. The only resolution I want is for them to send me a tax deduction form.

  

  Business response

  06/06/2024

   

   

  Hey there,

  It looks like the customer has been in communication with our Customer Support team about this issue. Unfortunately, we do not offer tax receipts for donation kits. We no longer offer donation kits but when we used to, we would process the items and donate $5 to the charity they chose when they initially requested the donation kit. This customer has not sent in any donation kits within their account history. On regular consignment kits, items that are not accepted get reused or recycled. This is not the same as our previous donation kits. This is shown to sellers on the Consignment page when they request a clean out kit, which I have attached.

  Thank you

   

   

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent items in a clean out bag that has the date 11/27/23 (thats when it was sent to me) and was either in kit# B2TVH-X4EQ3 or B2PMF-KF3FR. A few items were denied as being either unsalable or not good enough quality. The item I am writing specifically about were the **** boots I sent, because those were in very good shape and very salable and worth possibly hundreds of dollars, and there is no way they should have been rejected. They have a program where rejected items are sold and the money isnt given to the seller, and I basically accused them of doing that. To which they replied we dont want to do that to sellers, trust us. But I dont trust them at all, and I found out other people also claim they have stolen from them too. I asked for an itemized description with photos for evidence of why they rejected my boots, and they have not yet replied. These are very expensive boots, and they are charging me $10 to get my stuff back.

  

  Business response

  06/05/2024

   

   

  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. Upon review, we see that this supplier sent in kit#B2TVH-X4EQ3, which completed processing on 5/22/2024 and 3 items were accepted on consignment. As **************** was not selected for this kit, any unaccepted items were distributed to various organizations, wholesalers, thrifting companies, and charities who distribute this clothing, resell, and recycle. Among these items were the shoes the customer is referencing.
  
  At ********************, 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. Moving forward, we highly suggest opting in for return assurance to ensure any unaccepted items are returned.
  
  When ordering a clean out kit, the supplier has the ability to request **************** 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. However, once a kit has been processed, we cannot retrieve any rejected items and arrange to have them sent back to the customer as it is truly a logistical limitation. Additionally, our teams do not provide our sellers with a list of these unaccepted items as unaccepted items do not get listed or processed the same way as accepted items. 
  
  Regarding reclaiming their items, per our reclaim policy, customers with standard kits may reclaim their unsold items during the last 7 days of their consignment window. Each item is subject to a $5.99 fee and our FAQ on reclaiming can be found here: ******************************************************************************
  
  Were confident that this kit was processed according to our standards, and our ultimate goal is for everyone to have the most effortless clean out possible. Should the supplier have any further questions regarding this cleanout, they are welcome to reach out to our team directly via thredUP.com/contact.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  06/05/2024

   
  Complaint: 21790837
  
  I am rejecting this response because:

  Their word that theyve judged the boots based on their standards means nothing, because the quality of the other boots listed on their website is less than the boots I sent in. The least they could do is provide an itemized list of their alleged rejection criteria with photo evidence; and since they cannot do that, it stands to prove my point that there was none. Which supports my claim that theyre stealing. 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/06/2024

   

   

  Hey there,

  Unfortunately, we do not have itemized lists of rejected items from clean out kits. A customer support agent did follow up with this customer via email in regards to this clean out kit. Since we are consignment based, we are unable to accept every single item we receive. Even brand new items with tags can be rejected if we already have too many similar styles. When requesting a Clean Out kit on our site, there is an option called **************** that sellers can choose that enables them to get any items sent back to them that are not accepted during processing. 

  Thank you

   

   

  Customer response

  06/13/2024

   
  Complaint: 21790837
  
  I am rejecting this response because: people should know that this company has these shady business practices. They do not make it clear enough that even items in near perfect condition that are high valued and desired items can be rejected and then resold by them. People deserve to know, even if I dont get my things back I want it to be a public complaint.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/13/2024

   

   

  Hey there,

  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 on this Clean Out experience.

  Thank you

   

   

  Customer response

  06/13/2024

   
  Complaint: 21790837
  
  I am rejecting this response because:
  It would be a different scenario if ThredUp couldnt then turn around and sell the rejected items. This is literal stealing. If ThredUp doesnt want to lose customers because of shady practices then it should start being more honest. There should be a more concrete system in place for people to have a better idea on what to send, and if not then charging us to get our own items back is borderline criminal. 
  Sincerely,
  
  *****************************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a purse online thru Thredup on or about beginning of May of this year. the purse is advertised as an authentic *************************** purse. I paid ***** dollars for purse. I received purse, there are no identification tags, the purse has no lining and there is a tags that is upside down in the purse and says made inChina. The bag stitching is not good and the pearls on purse although I know would not be real but are very cheap plastic. I asked for either a refund or credit to The site. They denied both saying the bag is authentic. It is not authentic I have checked Other ***************************** bags and have two others that are genuine. This one is not. I would like a refund for the bag and I do like Thred up. So I would be willing to accept a full credit to. The store.

  Customer response

  06/05/2024

  From: ********************************** <**********************************>
  Sent: Wednesday, June 5, 2024 9:51 AM
  To: info <************************************>
  Subject: Message from BBB.org

   

  

  Complaint ******** has been resolved. Thank you for your assistance. Please close complaint. *************************

  Sent from ************************* (***************)

   

*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. ↩