ComplaintsforThredUP, Inc.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction July 12, 2024 Order Number: #PAI7GWZ933HC Date/Receipt of Delivery: July 21, 2024 Sale/Payment $120+Purchase: Clothing Problem: Initiated a return via ThredUp's online returns portal on July 22, 2024. Refund Requirements:- To qualify for a refund, all items must be in the same condition in which you received them - All items are subject to a $3.99 restocking fee - Original shipping charge is not refunded when returning items - Final sale items are not returnable Refund Options:- ThredUp credit - Original form of payment + shipping fee of $10.99. ThredUp supplies the shipping label.- Original form of payment without shipping fee and buyer responsible for shipping of items. - Note: A $3.99 stocking fee per item ('Final Sales' excluded) is applied to return - Reason for Return: Quality and size of items not as advertised (ex. several "not" as advertised US size)I contacted ThreadUp on July 26, 2024, as I can no longer see details of my original order, nor have I been able to access the returns function from July 23, 2024, through today (July 29, 2024. Additionally, my order history has been wiped clean and shows I have not purchased anything within the last 60 days.

  

  Business response

  07/31/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We are sorry to hear that this customer is having issues with their return. Upon review, it appears that the order number provided is linked to an account that is not linked to their ********************** account. It appears the customer has multiple accounts. Our team has taken the liberty to reach out to this customer directly to provide a resolution. We kindly ask they follow up there in order to receive the best resolution.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

• Initial Complaint

  07/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Thred up advertise a percentage off discount and does not honor it.

  

  Business response

  07/31/2024

   

   

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

   

   

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in a box of items to sell. This was my 3rd box, and every single item I have sent prior had been listed AND been listed in Excellent or Very Good condition. (And this business lists high end items in all conditions, such as "flawed gems".) In this box I had sent an ************************* faux snakeskin purse that cost about $1100 new a few years ago. I had only used it 3 or 4 times. It was in perfect condition. The purse was not listed with my other items, none of which were rejected btw, so I inquired on 7/19/24 as to the purse's whereabouts. After a round of bad AI "help" I got a human who just said it was rejected. Ok, so "where did it go?" I asked. They said I didn't opt for "return assurance". Whatever that is, I guess it allows ThredUp to just take your items. If they did donate it as they say they do with rejected items, they should be able to answer the question "where did it go?". I insisted I'd like to know where the purse is, because surely they don't do donations every day (if they even do donations) and I offered to pay for shipping the purse back to me. They said would get back to me in a couple days and never did. I inquired again on 7/25 and they claim there was no record of my previous chat and they would "look into it". They didn't.With the prior 2 boxes I had sent in, when an item didn't sell they notified me asking if I would like to pay to have the item shipped back to me. I find it curious that the business would just disappear a designer handbag with ZERO communication. Meanwhile I see a purse just like mine newly listed on Poshmark from someone in the bay area (ThredUP is in the Bay Area). This purse wasn't made for more than one season and there are not a lot of them out there. Possibly a coincidence, but I find it really suspicious that they can't tell me where the purse is and refuse to help me find out what happened to it. Furthermore, reading these BBB reviews it looks like this problem has happened to other people before.

  

  Business response

  07/31/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We are sorry to hear that this sellers clean out did not go as expected. We understand the customers concern regarding their item not being accepted however ThredUp will not list items constructed with any part or product of particular exotic animals/textiles as per our FAQ here: *********************************************************************************************************************
  
  The customers item was not able to be accepted for resale and was recycled as no ************************ was selected. We always recommend sellers to enroll into **************** for any clean-out bags containing high-end items or anything they would rather have returned if not accepted. 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 also has the opportunity to add or remove this service at any time until it is received back in the warehouse for processing.
  
  As a one time courtesy, our team issued a payout for this rejected item on 7/28/24. Additionally, we do not resell items that we reject on any other reseller sites as the customer is suggesting and kits are not processed in our **************** 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. 
  
  Customer loyalty and trust is a top goal here at ThredUp, and we work hard to ensure we retain those qualities in our business. 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

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased some items from this website earlier this year. After spring cleaning, I realized I didn't need many items in my closet, many of the items are vintage dresses/purses and clothing items that I didn't buy off of this website, but that are of my own origin. I decided to sell my clothing back-what I did not know, nor was I Disclosed at any time by the company, was that they were going to give me pennies in return for items that are quite valuable and sought after brands, some of which have not been manufactured since the 50's and 60's. For the price I paid for some of the items on their website, I thought I would be getting something reasonable in return. For example, I bought a satchel from them, It was $65. I returned the exact same satchel and they're offering me $5.25. It has no rips, smudges, or tears, I've barely worn it! They charged a fee to return to me the items they decided NOT to sell aside from a processing fee, which makes no sense, charging me to get my own clothing back instead of what? Selling it either way!? They can't even claim it is to cover shipping costs because the time it took to ship all the clothing was almost 2 months! The entire process has taken almost 3 months. I have demanded my things back because I was not told how they would be estimating my cash out. They said they would be in touch with me via email. They have disclosed nothing to any of their ************** is blatant disrespect to do this to people who are the lifeblood of their company. People who give their clothes so that others can buy! If I had known this is the way they operated, I wouldn't have bought anything from them. Their whole gimmick is "buy used like new clothes, save clothing from landfills!" Before I sent these items, I wrote out a full list, of every single item, brand, size, ************************* and I expect them all to be sent back to me immediately. This website is a complete scam, I feel terrible for all the people who have been stolen from!

  

  Business response

  07/31/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We are sorry to hear that this sellers clean out did not go as expected. 
  
  Various articles can be found in our FAQ section (thredup.com/support), Terms of Use (*********************************************************) as well as thredup.com/payouts that share information surrounding our payout structure. A payout estimator is also available on the payout page that allows customers to input the brand and type of item they may be sending to help them estimate how much they may earn for an item.
  
  Additionally, our support team is always available for assistance if sellers have any questions surrounding potential earnings (thredup.com/contact). We do our best to accurately let people know what their payouts might look like before they are able to order a clean out kit from us.
  
  Upon review, we can confirm this customer is currently in touch with our Support Team via email. We kindly ask they follow up there in order to receive the best resolution.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  08/01/2024

   
  Complaint: 22048398
  
  I am rejecting this response because: Absolutely nowhere in the clean out process were there instructions or warning provided that we will be getting an unfair rate for our things!  I demand my items back. Your team is not responding respectfully or at all, and in order to avoid more accountability from this company's very unethical conduct I received email from them stating that my items have been shipped to separate warehouses and that it would be "impossible" to locate and return all my things. MAYBE if they had listened the very first time they could have halted everything. There's a $5.99 fee for reclaiming EACH item. And that doesn't include return shipping costs! How is this even legal?!! I sent a bag that weighed 30lbs! You can talk all day about your rules NOW, now that it's convenient for THREDUp but I was never told once or asked to see disclaimer before I purchased two clean out bags, never once! Don't tell me it's my responsibility to do my reading, if the fine print is not visible, never mentioned never seen, or even known about by the customer then you can't say I was told about "an unfavorable outcome". It is YOUR  responsibility to inform the customer, otherwise you're committing whats known as 'FRAUD'. By the way Can you explain why your legally listed number is disconnected- the machine says so upon dialing-and is basically non existent?
  
  Sincerely,
  
  *******************************

  

  Business response

  08/03/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern back to our attention. 
  
  Regarding the customers concerns, we make sure any information a customer may need to help them decide if we are good fit is readily available. 
  
  In addition to our payout estimator, our processing fees are clearly displayed when a clean out kit is requested as well as in our FAQ here: ****************************************************************************
  
  Fees for reclaiming items are provided in our FAQ here: ******************************************************************************
  
  Additionally, regarding our contact number, our support team is not available via phone so 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. 
  
  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. Weve confirmed that our team will be in touch soon and if the customer has any additional questions or concerns, we welcome them to follow up with their point of contact. 
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  08/07/2024

   
  Complaint: 22048398
  
  I am rejecting this response because: it's ridiculous, repetitive and deceptive. The Stuff you're talking about, the information provided with the purchase of Clean out kits is not clearly defined or honestly stated . It doesn't say anywhere on the ThredUP website that MY items will be Taken and that I no longer own these items even before they are sold by ThredUP! They could have provided their customers with a simple paper document with a payout estimate or a virtual one on the website so i know exactly what im getting back for a specific item. But if they did that, absolutely no one would buy into this scheme, of course. Even if I did not mail out all my clothes, I would still be out the fee for shipping, the fee for the clean out kit, and an extra unbelievably ridiculous fee to get my things back you guys supposedly aren't Interested in selling. I wonder what you would do if I had not included the fee for sending my things back?? It's not hard to guess; you're making people think they are making a good choice between paying more/getting their things back instead of losing their items/getting ripped off after you guys still sell The things you said you did not want. It's unimaginable that you would donate these items because that's something selfless. And you supposedly care so much about the planet and recycling so what else would you do with these things????  Your website is a scam and I hope the entire company faces legal repercussions and are also audited. But this business doesn't even have a phone number, so I can't imagine them doing anything by the book, including having a legal TAXABLE bank account within the US. 

  
  
  
  *******************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I send two large packages with clothes for consignment to ThredUp. About half of the clothes were high end designer name items. 1. In the listings they never posted the most expensive items and never provided me with an explanation 2. They sold cheap pieces quickly and then discarded other items as not purchased As a result I have made less than $30 cumulatively. Furthermore, it takes them weeks to reply to a question and my last email went without any reply as I asked for justification and finding of the rest of shipments

  

  Business response

  07/31/2024

   

   

  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. 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 and regrettably, not all of this customers items could be accepted.
  
  We use a variety of tools and techniques to accurately identify seemingly minor flaws that are often overlooked. Even the slightest imperfection can prevent an item from being accepted for sale on our site. To ensure ThredUp continues to be the place where you can confidently shop the most up-to-date styles, our system may determine that we have too much of a certain type of product (size, brand, category, color, etc) and automatically reject items that match that product type as well. 
  
  We always recommend sellers to enroll into **************** for any clean-out bags containing high-end items or anything they would rather have returned if not accepted. Were confident that this bag was processed according to our standards. Ultimately we do our best to provide our customers with all 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.
  
  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. Regrettably, the customers kits did not have this service so the items we did not accept were recycled. 
  
  Additionally, to help customers get an idea of what they may earn when sending in items for consignment, we do offer a payout estimator on our All About Earnings page that can be found here: ***********************************************************
  
  Various articles can also be found in our FAQ section (thredup.com/support), Terms of Use (*********************************************************) as well as thredup.com/payouts that share information surrounding our payout structure. We do our best to accurately let people know what their payouts might look like before they are able to order a clean out kit from us.
  
  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 at thredup.com/contact.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  07/31/2024

   
  Complaint: 22047421
  
  I am rejecting this response because: Thredup customer service doesnt provide details on items they sort out or the reason for it. In my case they sorted out all designer pieces and posted low cost items that sold for few dollars so I would get from 19 cents to 3 dollars per item.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/02/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Due to the volume of kits our teams process, we do not provide a list of unaccepted items and their rejected reasons to sellers as the emailed lists we send are only of the accepted item from a bag. To share insight, some sellers keep lists of the items that were included for their own records and our team would be able to reference our internal notes for additional information if needed. 
  
  In reviewing the customers clean out kits, we can confirm that the reasons listed for the rejection of their items are that the items either did not meet our quality standards, were missing size tags, or matched an overstocked category. 
  
  If the customer has a specific unaccepted item they would like to check on, we welcome them to reach out to our support team for further assistance via web chat or email on the ThredUp site here: www.thredUP.com/contact.

  Regarding payouts, again ,we do offer a payout estimator that is readily available for our seller's to use on our consignment page here: ***********************************************************
  
  This estimator not only displays out payout structure and percentages but allows customer to input an item's brand and type so that an estimate of potential earnings can be displayed based on the amount earned for items previously sold within the same category. 

  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, 

  ThredUp Customer Support Team 

  Customer response

  08/02/2024

   
  Complaint: 22047421
  
  I am rejecting this response because:

  this is templates non answer. They have to reimburse me for all designer items they didnt list or provide detailed explanation. If this is not the function they provide I will escalate this to investigation of their practices 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company now charges the seller $14.99 to process your items when they use to not. Issue being that they pay very very low as well so meaning I get nothing back in return when most of my items have sold. It's as if they make my possible payout just barely enough to cover the $14.99 fee and charge the buyer a lot for the item when I get so little back. It's essentially free inventory for them to sell as they're not paying me anything for my effort and items I send in. Total scam of a company!

  

  Business response

  07/27/2024

   

   

  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. To help customers get an idea of what they may earn when sending in items for consignment, we do offer a payout estimator on our All About Earnings page that can be found here: ***********************************************************
  
  Various articles can also be found in our FAQ section (thredup.com/support), Terms of Use (*********************************************************) as well as thredup.com/payouts that share information surrounding our payout structure. 
  
  Additionally, our support team is always available for assistance if sellers have any questions surrounding potential earnings (thredup.com/contact). We do our best to accurately let people know what their payouts might look like before they are able to order a clean out kit from us.
  
  Customer loyalty and trust is a top goal here at thredUP, and we work hard to ensure we retain those qualities in our business. We apologize that the customer's clean out did not go as expected and should this seller have any further questions about our process we welcome them to reach out to our Support Team at thredup.com/contact.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My designer shoes, ******************* #*********, do not appear in the search engine category of ******************* shoes. I contacted Thread Up but the issue was not resolved.

  

  Business response

  07/27/2024

   

   

  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 

   

   

  Customer response

  07/30/2024

  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

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought a ************************* dress from ThredUP. This was a high end cocktail dress. They double charged my two cards on file for the same item. I tried to email. They only refunded $12 of a $176 charge on the one card. I did not dispute the other card, which they charged $192+ for the same dress (one card charged additional shipping or tax and thus the difference in amounts), so I legitimately paid for this dress in at least one card. My only dispute was why had I been charged large amounts on two separate cards for the same item and they only chose to refund $12? My repeated emails went unanswered for several weeks. I finally had to submit paperwork and transaction numbers to my bank to get my money back from this company. Now, weeks later, even though my history shows almost $1000 worth of purchases on their site, I see that they have blocked my account. They chose to block me, a good and frequent/high-paying client, just because I disputed their double charge? I paid almost $400 for a dress that should have been $176 with free shipping included due to my account perks and offers. It seems very uncouth and unprofessional to block an account because you refuse to refund an error on your end that cost a good client several hundred dollars. For that reason, I consider this business to be unethical and unprofessional.

  

  Business response

  07/24/2024

   

   

  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 

   

   

  Customer response

  07/24/2024

  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.
  

  ****No further notice is needed.  Thank you for your help.   There had been no prior response to my emails for FULL refund if the overcharge, and I appreciate this assistance.   *********** has extended their communication and I appreciate that from them. ****

  Here is a cut and paste of the email I received from ThredUP today:

  Hi ******,
  
  Thanks for your patience!
  
  After partnering with our review team, they have confirmed that it looks like the dispute has since been resolved so the restriction on your account has been lifted. You can now browse and shop through the site freely!
  
  Please don't hesitate to reach out if you have any additional questions or concerns.
  
  Have a great rest of your day! 
  
  
  
  Best Regards,
  
  *******

   

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

   

   

   

   

  hwre is back up but because thats the only thing they could do

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thredup is a service in which you send in your clothing to be sold by them on their app. I sent in a box of my clothing. When the items showed up on my app many of them were not my items. Being the honest person that I am I reported that items were listed that are not mine and I would like the rest of my items to please be listed. They took down all my items, listed them and sold them, didnt know where they were when I asked for them to be returned. Then they found them and had to have me sort through what is mine and what isnt. After going through everything they reposted my items. They excluded expensive items I identified as mine and that I sent in. I provided them with a picture of me in the dress as proof. They said it must not have met their standards to put up for sale. A designer dress that has only been worn once. I looked on the site and they have it listed. This is an issue of theft on their part. They have not provided the service they claim they provide and they are hiding items that are expensive that I sent in so they dont have to pay me for them. I was honest and ended up losing out on my items. I have been patient and they have not come to a resolution and keep denying my dress is there.

  

  Business response

  07/24/2024

   

   

  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 7/23/2024. 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 

   

   

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Nationally known women's clothing resale consignment venue.All of my items have sold for $29.03. They have direct deposit to my bank account.All avenues of communication on website are blocked or not available."Contact us." renders no connection to any representative of ThredUP.No idea when they will deposit my earnings as my clean out items are all sold.No customer service phone number of option to contact.Short of no response, items have sold for much more than what customer yields. my feeling this is fraudulent and a form of stealing by promising cash for items sold and never delivering.

  

  Business response

  07/24/2024

   

   

  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 7/19/2024. 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

  07/24/2024

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

*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. ↩