ComplaintsforThredUP, Inc.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 7/8 I made an order under a "bundle" where ThredUp claimed I had until 7/12 to add to my order in order to waive the $9 shipping charge. I added enough to the order to waive the shipping on 7/12, and a new bundle was created and I was charged shipping for the first order. I tried to contact Thred Up and they did not respond to email replies about the order, and their only option for contact on their website "chat with us" is broken and unresponsive on my phone and laptop both. For the second order, I again tried to add to the bundle on 7/19, which was the final day in which my order was eligible for this, and the same exact thing happened. So I have been charged $18 shipping under false claims that I would not, and again today, the company is wholly unreachable and unresponsive. I would like a refund on the $18 shipping and for the company to resolve it's lack of customer service outreach options.

  Customer response

  07/18/2024

  From: ************************************* <*****************>
  Sent: Wednesday, July 17, 2024 10:24 PM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and ***************************, Complaint #********

   

  Hello I heard back from the business and they were able to resolve my issues. It is OK with me now to close the Complaint since the business contacted me finally. Thank you!

   

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/21/2024 I requested to convert my Thredup balance from a sold kit into a **** Spade gift card. The amount of the gift card was $125.35. Usually, it takes 7-10 days. After two weeks I contacted Thredup through their chat and they directed me to a **** Spade customer service. I contacted ************** and was told that they had no record of anything with regards to the gift card and directed me back to ThredUp. The problem is that nobody replied to me on the chat anymore. I was disconnected a few times as well. I am unable to contact them in any way.There is no customer service to speak of and I no longer know how to get hold of them. ThredUp seem to have washed their hands. I would like my account credited to convert the money into w gift card with a different retailer (since it didn't work with **************).

  

  Business response

  07/11/2024

   

   

  Hey there,

  It looks like the customer did reach out to our Support team on 7/5 but did not receive a response. We apologize for the delay in communication and lack of response. We are reaching out to the customer directly via email to provide insight on this issue.

  Thank you

   

   

  Customer response

  07/12/2024

  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

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has you ship your items in and charges you a fee to sell them and then a fee to ship back any clothes that are not sold. All of this is acceptable however where it becomes unacceptable is at the end of it. They try to charge you 6 dollars per your own clothing items plus a ***** fee which was not disclosed to me so they basically try to shake you down for money to reclaim your own items that cost them nothing because they got them from you for free. Last month I sent a bag in. The remaining clothes were sent back without a fee and without shipping which was fine. This round they are trying to charge me $6 per my own item plus shipping. This definitely was never disclosed because nobody would ever use the service if it was and I had no idea about it.

  

  Business response

  07/11/2024

   

   

  Hey there,

  When a seller goes on our Clean Out page to request a clean out kit, it does mention there is a $2.99 fee for a mailed bag, $14.99 processing fee and there is an option to add **************** which is $10.99. This ensures that any items not accepted gets returned to the seller. So these fees are shown on that page before you complete your request to order a kit. 

  When I view this customers profile, ***********************, I do not see any recent clean out kits since 2018. I also do not see any outreach to our customer support about this issue. We are reaching out to the customer directly to see if we can answer any questions they have.

  Thank you

   

   

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June, I mailed in a Clean Out kit containing a *********************** purse and two vintage coach bags. I inspected the bags myself and determined they were in good condition. There were no noticeable stains or marking. I noticed that the items had not been listed for sale, so I reached out to the company to check with their processing team. They replied that " We use full spectrum lighting in our processing area which allows us to see flaws that are often overlooked. In this case, we determined that the coach bags and a *********************** purse were considered to have noticeable wear and tear which resulted in the item not being accepted for resale." I find this response incredibly questionable and have suspicions that the items were not recycled. Thredup has several categories of condition (i.e. excellent, very good, good and acceptable). I do not see why these items, all of which are authentic and of value could not be listen for sale.

  

  Business response

  07/08/2024

   

   

  Hey there,

  We are sorry to hear that the customer is not satisfied with their Clean Out experience with Thredup. It looks like the customer did reach out to us and one of our agents has been communicating with them, last message being on 7/7/24. 

  We understand the customers concerns about the rejected items from their 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 requesting a Clean Out kit, sellers have the option to opt into **************** which ensures they receive any unaccepted items back. Unfortunately, the customer did not opt into this feature so those rejected items have been recycled. We always encourage sellers to add this feature as there are no guarantee items will be accepted even if brand new, as we are consignment based.

  Unaccepted items are distributed to various organizations, wholesalers, thrifting companies, and charities who distribute this clothing, resell, and recycle. Our goal is to ensure that the secondhand clothing gets reused and repurposed, we do everything here to avoid these items from going to landfill.

  Ultimately we do our best to provide our customers with all of the information they need to determine if thredUP is the best service for them, and we are sorry that things did not work out the way the customer had hoped. 

  Thank you

   

   

  Customer response

  07/09/2024

   
  Complaint: 21945044
  
  I am rejecting this response because:

  I would like to see the processing report noting flaws that lead the items not to be listed for sale. 
  

  

  Business response

  07/11/2024

   

   

  Hey there,

  So we do not have a processing report for rejected items that is available to send out to customers. I can confirm that both items in question were rejected by our processing team with the reason of excessive wear.

  I apologize again that this clean out experience did not meet the sellers expectations. We do encourage all sellers to opt into the **************** feature when requesting a kit so that any rejected items are returned to them. Since we are consignment based, we are not able to accept every item we receive even if brand new. 

  Thank you

   

   

  Customer response

  07/11/2024

   
  Complaint: 21945044
  
  Thank you! Can you please disclose to what organization/business the items were "recycled" to and whether or not ThredUp receives financial compensation in exchange for "recycled" items? 

  

  Business response

  07/15/2024

   

   

  Hey there,

  We work with various organizations in order to properly recycle unaccepted items. We do not have a specific list available to provide as the partners can vary. These items get distributed to different avenues depending on multiple factors including, quality/condition, size, category, seasonality, and authenticity, etc.

  Thank you

   

   

  Customer response

  07/15/2024

   
  Complaint: 21945044
  
  Thank you! I would like to enter binding arbitration if the ThredUp is unable to disclose to what business or organization the items were "recycled" to and whether or not they received financial compensation for the items in question not listed for sale. There should be record of this transition.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thredup charged me 2.99 for cleanout bags. I sent over 14 bags of high quality clothes to them to sell. They take about 90% of the profit which is already steep. Now I see theyve suddenly added an additional $***** handling fee that was not there before. In my last bag alone of MY ITEMS, they made $120 from my sales and gave me $1.24. Then they deducted ***** so I made ZERO! To get the clothes back will cost me $10.99. This is an outright scam. The 90% cut they take would easily cover shipping. They are basically stealing clothes from customers, making a huge profit and not sharing any of the profit with the seller. They are selling MY CLOTHES and I get nothing. This is unethical and I want all 14 BAGS of my clothes back. They never did this in the past and Im sick about it. I really needed the money from the sale of my OWN CLOTHES. I want my clothes returned at no cost to me. This is an outright scam and is taking advantage of customers to profit of their goods. They never did this in the past and i feel completely tricked and cheated. Im attaching photos of just ONE of the bags theyve processed. On several other bags, ***** items OF MINE were sold and I received ZERO. To me this is stealing.

  

  Business response

  07/08/2024

   

   

  Hey there,

  It looks like this customer did reach out via chat on 7/3 and communicated with one of our agents. The customer was given a breakdown of how our fees work and these same fees have been in place for some time now. The $14.99 processing fee for clean out kits has been in effect since 12/21/2022. This customer has requested multiple clean out bags from us and on the screen there is a message that states there is a $14.99 fee deducted from kit earnings. The $2.99 fee is for the bag that we mail to the customer, this is also shown on the same page a customer requests a clean out kit. 

  These 2 fees total the $17.98 fee the customer is referring to. This fee is deducted directly from the customers earnings from sold items. Seller have access to our Consignment page which shows how we payout and the percentage they can expect to receive based on their items selling price. We even have a Payout Estimator that sellers can type in the the brand and category of their item and it shows their expected payout for that item. 

  In regards to having the customers kits returned, we reaching out to them directly via email to confirm some additional information. 

  Thank you

   

   

  Customer response

  07/15/2024

  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

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a previous complaint against ThredUp and their carrier GLS. They continued to fail at delivering my package as instructed (ex. Dropping into the very obvious package basket underneath the building mailboxes, completely outdoors and not behind any gate/door. It happened three times and then they tried to get me to travel to pick the package up in person. The previous complaint was allegedly resolved and GLS promised they would address the issue with their drivers, who don't want to do the basic task of...getting out of the deliver truck and walk a few steps. It happened again with a separate order this weekend. Nothing was resolved then. This is a separate complaint about the same issue.

  

  Business response

  07/06/2024

   

   

  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: www.thredUP.com/contact, mobile/in app messaging, email, and social outlets. We have taken the liberty to reach out to this customer directly in order to provide a resolution.
  
  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 

   

   

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ThredUp is an online secondhand clothing retailer. I sent them various clothing items to sell in a "Clean Out kit" but have not yet received payout for two items that already sold. On their site, they claim that you receive payout once the return window has passed, but I have yet to receive payout for two items (an ********* top and a pair of *********************** jeans) that sold two weeks ago. And there is no way to reach customer service since their online chat feature doesn't work. ThredUp owes me $66.87, and because I no longer trust them to sell the other items I sent them, I want those items returned to me, especially a pair of designer jeans by ******************* that I am sure I can sell myself.

  

  Business response

  07/03/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, we can see that the customer has been paid out for the Ace & Jig top as of 6/24/24. The *********************** jeans were not paid out as they were returned and have been listed for sale again. If the item sells again, the customer will be paid out when this item ships. As our team explained via chat with the customer on 6/30/24, payouts earned will apply to the customers clean out kit fees first. So far the customers payout for two sold items is $17.29 while their clean out kit fees are $17.98. No payout has been earned yet. 
  
  The customer has items still listed for sale and pending sale so they may earn a payout soon. In the meantime we encourage them to review how our fees work here: ****************************************************************************
  
  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 thredup.com/contact.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I do not believe I am receiving payouts as I should be. There are several issues and getting in touch with customer service has been impossible. When I finally did they explained a few things but it still doesn't make sense First, it was just brought to my attention that you still pay $15 per item for a pro bag if it doesn't sell. I couldn't get in touch with customer service and it wouldn't let me reclaim items. So I supposed I ended up not getting any payouts for other items because of the $15 fee, and thredup still sold my items and made money and I wasn't able to reclaim. There were several, but I know one of these items was an expensive pair of vans.Secondly, it is not adding up. For example, a dress sold for $60.74 and may payout in the email was $34.66 according to the email (although I received nothing). Why isn't my payout $45.74? I should be getting 100% payout minus $15 fee. This was from kit #B2HJR-7JJCK. It says I've earned $117.39 but I haven't seen anything. For kit #B2TDV-XY2H5, I received $0 for all the items I sent in. I sent in expensive items that I would not have sent had I not thought I would receive a payout. This is incredibly upsetting. There is also no way to track any of this. When I go into my accounts and credits, I cannot see anything, so I am trying to figure this out from my selling page and emails, and nothing is adding up.

  

  Business response

  07/06/2024

   

   

  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: www.thredUP.com/contact, mobile/in app messaging, email, and social outlets. We have taken the liberty to reach out to this customer directly in order to provide a resolution.
  
  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 

   

   

• Initial Complaint

  06/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  FRAUDULENT BUSINESS PRACTICE SELLER BEWARE THEY SABOTAGE YOUR POTENTIAL TO EARN.I sent ThredUp a kit of 34 items (they accepted 31) all over $2,000 worth of brand new only worn once items all from ***** + ******, *******************, ************************, J. Crew, **** Spade, Madewell, along with 4 pairs of never worn brand new shoes for their Premium Consignment clean out kit which guarantees 60 days worth of listing the ************** in writing they are guaranteed to sell. They have listed all of my items incorrectly, stated that all 4 brand new never worn shoes are in good condition with marks on them, photographed an XXS Petite dress on a plus sized mannequin, are listing my items for $3 more than what I elected to list them as on their website when Im not logged in, & changing the listing dates which were supposed to start at 60, they changed them to less than 7 so they expire quicker.My account only sees the price I selected, however, when I search my items not logged into my account, my items are more expensive. They plan on receiving more $ for my items with no intention of properly paying me & have blocked this unauthorized increase when I login so I can only see what I chose to list them as.In 4 days of my kit going live, I already sold 4 items bringing them $100 in sales. The errors that were supposed to be corrected before my cleanout kit went live were supposed to be either ***** hour turn around time or 3-5 business days, however, they are still pending corrections after 2 weeks.What I also noticed is they correct one item at a time, & once they correct something, they go back & wrongly post another item so you are constantly flagging your items again hurting the potential to sell. Overall their practice is fraudulent, they maliciously sabotage your listings, they over price your items, code your account so you cant see the price difference on the actual site vs when you log in, sabotage your listing date amounts, & lack any sense of urgency.

  

  Business response

  07/03/2024

   

   

  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 regarding their concerns about the listing timeframes. We kindly ask they follow up there in order to receive the best resolution for their inquiry. 
  
  Regarding pricing, all item pricing that customers will see in their clean out dashboard is the list price before our logistics surcharge is applied. Prices buyers see in our site will include this logistics surcharge which is why the customer will see a discrepancy. Their payout will be based on the final selling price, excluding any logistics surcharge buyers may incur.
  
  Regarding our Consignment Premium, we do not guarantee that all of the customers items will sell, however we do aim to accept 100% of the items we receive for resale. On rare occasions though, if we receive items from banned categories or items that are not in resalable condition, those items are returned to the seller at no extra charge. 
  
  If the customer is still seeing items listed incorrectly, we encourage them to follow up with their point of contact so the listings can be reviewed. 
  
  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 thredUP.com/contact.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  07/04/2024

   
  Complaint: 21921666
  
  I am rejecting this response because:
  
  There were no actual responses from the Escalations Team or *************** team via the multiple emails I sent for the same ongoing issue that was escalating to multiple items expiring sooner than what was guaranteed for the 60 days. Furthermore, the turnaround time for a resolution did not align or even happen based on what I was told by the Customer Support Representative.  I had to contact their Customer Support chat everyday multiple times a day wasting my time to get a resolution to correct ThredUps ongoing error and wrongly soon to be expired listings.

  Once they were finally able to correct the listings timeframes during the chat, the day after 2 additional items were marked for 1 day expiration when they still had over 50+ days to sell.
  

  Contacting Customer Support via chat today, 7/4/24, during the actual chat another item went from over 50+ days to 0 days during the course of the conversation totaling 3 items expired on a major holiday weekend while the ThredUp site is offering a 60% off coupon. If an item expires the seller doesnt get paid. These items still had 50+ days to go. 

  This is now the 2nd weekend since 6/25/24 of this Premium Kit going live where multiple items are expiring on a weekend while the ThredUp site offers a huge coupon and me having to wait for the Escalations Team to resolve the issue on the following Monday. 

  Bringing this to the Customer Support chat representatives attention, the only solution I was told was to expect that the Escalations Team will have to look into this on Monday, 7/8/24. Upon asking the representative what happens if these expired items sell during the holiday weekend, the response was that the Escalations Team will have to approve if I will get credit for the sale if the item expired. So now theres a chance that this possibly wont be approved and I wont get credit for the sale? Instead of the Customer Support guaranteeing this will be resolved, they left me with well-theres-a-chance-youll-lose-out-on-the-sale. 
  

  I find it hard to believe that a publicly traded company doesnt have 24 hour tech support access with ongoing website errors especially given the amount of times I personally have attempted to contact them for these ongoing errors and the excessive amount of similar complaints on BBB.
  

  Its very clear Thredup has not done anything to even ask themselves why is this still happening with her listings nor have they prevented this from happening again with properly coding the items, instead, they have it happen more often then before thus proving they are purposely sabotaging the sale for their own gain as a form of retaliation to a seller calling out their errors.

  From 6/25/24 when my items went live to today, 7/4/24, I have sold 8 items totaling $359.92. I am expected to receive $144.38 - $35 Processing fee =  $109.38 from them. I asked for the status of all of the sold items as some that were sold first were still in a shipping status yet items that have sold later on were already delivered. I asked the chat representative to refresh everything and provide a status on each item. Once I requested this, the first items that sold were updated to delivered. One of the items I was told was returned, however, there is no notification or status change to that item letting me know 1. It was actually returned and 2. in the process of being shipped back. 
  

  If I didnt ask for these items to be refreshed, the items would have stayed in a shipping status prolonging the approval time for the customer and prolonging the time for me to get paid. They purposely dont update sellers sold items unless you ask. Further  proof of this is another item I had from a previous kit that was sold last month was sitting in a shipping status until I asked about it last week and now there is a 14 day wait time to get those earnings when I should have already received the earnings last month.

  It should also be noted that as soon this complaint was filed, the $25 shopping credit I had that was due to expire in August 2024 immediately dropped to $15 and additional items even after being corrected immediately dropped to 1-0 days expiration listing time. 

  All of these ongoing incidents and errors further prove my point of fraudulent business practices that they sabotage the potential for a seller to earn. Furthermore, their Terms of Use specifically have both the buyer and seller waive any and all rights to contest anything that they do yet they falsely advertise all of these earning potential for Sellers.
  

  Their terms also state that ThredUp can cancel the sale at any time for any reason. When I requested as a Seller to have this entire Premium kit sent back to me given the amount of excessive errors both prior to going live and immediately after 6/25/24, the Customer Support Representative stated they couldnt cancel the sale.  ThredUp doesnt even follow their own terms or their staff is so incompetent they arent even aware of these terms. 

  I never heard of any business that asks buyers and sellers to waive any and all of their rights to use their service and then falsely advertise and then purposely sabotage the earning potential for Sellers unless it fraudulent business practices. Then they dont even abide by their own  terms to assist a disgruntled Seller thats disgruntled due to the companys errors and incompetence. This is fraud and gaslighting at its finest. 
  

  Unless this kit is going to be properly escalated, corrected, resolved and I receive earnings for the the thousands of dollars worth of pieces I sent over with an expectation to earn, I will continue to pursue this. I look forward to an actual person contacting me on Monday, 7/8/24 and correcting my listings as promised in writing. 

  

  Business response

  07/15/2024

   

   

  Hey there,

  It looks like the customer has been in constant communication with a member of our Escalations team via email with the most recent email being sent today 7/15. 

  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 thredup.com/contact.

  Thank you

   

   

  Customer response

  07/15/2024

  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

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kit was processed on 6/24/24 with 6 items being accepted. One skims dress is being sold, for half retail which is fine. But the other wasnt even accepted even though its listed as a popular brand? The item was in perfect condition being worn once and now Im sure is in the home of some employee after they donated it. DO NOT CONSIGN HERE

  

  Business response

  07/01/2024

   

   

  Hey there,

  We do see this customer reached out to our Customer Support team via email on 6/27/24. We are reaching out to the customer directly via this email thread to provide further assistance. 

  Thank you

   

   

*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. ↩