Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long time customer with **********************, however do to constant problems with orders, missing items, damage items, receiving the wrong items, I no longer want to purchase anything from Thredup. I no longer want to worry about my orders or to have to wait for weeks to get resolution to any order issues and having to worry about my money been held hostage by thredup for weeks. I have endured enough aggravation and I no longer want to have an account with **********************. On a recent purchase I received the wrong item, and asked for a refund, full refund to go back to my card on file. Thredup only refunded part of the return back to my card and the rest, $48.22 they have issued a store credit. I contacted Thredup several times to have this "store credit" refunded back to my card because I NO LONGER WANT TO ORDER FROM THREDUP. I will close my account as soon as they refund me the $48.22. They charged me over $10 fee in order to get a full refund, however they only issued partial refund. They took days to reply, and only contacted me after I emailed them that I was planning to reach out for help with the BBB, and or with CA AG, however they refused to refund me and are continuing to hold my money hostage. This is not right. Please Help me to get my refund back to my card. Thank you.

  

  Business Response

  Date: 12/27/2023

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Were sorry about any confusion regarding the customers refund. As our team has already advised the customer, the customer paid $222.15 for ******************************************** Boots. $158.95 of which was paid for using a **** and $63.20 with thredUP Credits. For the customers return, they selected a refund to their original form of payment so the refund was issued partially to the **** and the rest to credits, the same way that the item was paid for. We do not have the ability to refund a method of payment more than was debited from it. Per our Return Policy. Refunds to original form of payment may include any thredUP credits applied along with other payment used. This can be seen here: *******************************************************************************
  
  We apologize for any inconvenience that this has caused. 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 

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21027842
  
  I am rejecting this response because:

  Regardless if credits or not, it still my money. I no longer wish to purchase anything from Thredup. They are a scam! I have put up way to long with their dishonest ways way to long.  I am *** with Thredup. I want my hard earned money refunded back to my account. I am on a fix income, a senior, and can not afford to have my hard earned money be held hostage  by Thredup and their lame excuses.  Thredup can manually refund the store credit back to my card on file. Thredup needs to understand that customers can not be constantly encounter issues of wrong item shipped, orders missing, misrepresentation of items, deceptive advertised, sending customers damaged items, (holes, rips, not as described, wrong size, wrong color/size/item, used instead of new and on and on...

  Each order is a nightmare, and ************ is a scam! 

  I NO LONGER WANT TO ORDER FROM THREDUP. I WANT TO CLOSE MY ACCOUNT AS SOON AS THEY REFUND ME. PLEASE HELP ME. 

  
  Sincerely,

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

  

  Business Response

  Date: 01/09/2024

  A member from our Escalation Team will be reaching out directly (via email) in order to provide a resolution. 

  
  Thank you,
  thredUP Customer Support Team

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a Clean Out bag (fee $14.99) and some of the many I items I mailed were not listed on the ThredUp site for sale. These included a Cinq a Sept silk dress, never worn, which I purchased from The Real Real a few months ago and was described as being in "excellent condition" with "no visible signs of wear." Thredup claims this item was stained - which it was not - and is unable to return the item nor offer site credit for their error. I have had several exchanges with them and I have been unable to claim back any credit. I paid $76.00 for the dress which had an Est. Retail Price of $500.00. I do not know what happened to my dress, nor the reason why Thredup refused to list something in perfect condition, but I can see many other complaints about this company on BBB.

  

  Business Response

  Date: 12/27/2023

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Were sorry to hear that the customers clean out did not got as expected. If a customer would like to have their unaccepted items returned to them, our ************************ must be selected prior to their Clean Out Kit being processed. If **************** is not selected, we cannot retrieve any rejected items and arrange to have them sent back to the customer, it is truly a logistical limitation. The customer contacted our team on 12/15/23 and our team informed them that the unaccepted items could not be returned due to the kit not having this Return assurance. 
  
  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. More information can be found in our Seller Terms of Use: ***************************************************************;
  
  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 thredUP.com/contact. 
  
  Thank you, 
  
  thredUP Customer Support Team 

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the seller asking for refunds of store credit on ~$250 worth of merchandise that I did not receive. They issued a partial refund of store credit and banned my account without explanation.

  

  Business Response

  Date: 12/27/2023

   

   

  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

  Date:12/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in three clean out kits to thredUP with return assurance. I have done updated address change with thredUP months ago. My items were returned to my current address which is ****************************************************************************. I recently sent in three clean out kits with paid assurance, my return items were sent to my old address and thredUP is telling me that regretfully they cannot assist me with that because I was responsible for contacting them to update my address. I had already updated my address. I had three cleanout kits that was processed in June of this year and was completed in June of this year and my returns were sent to my current address *******************************************************************. The recent kids that I sent has been processed, my return assurance items that was returned were delivered to my old address which is ******************************************************************. I contacted thredUP and let them know that I had not received my items that was returned. They sent me a tracking number and a photo of a thredUP package that was on the porch of my old home that I sold last year. I let them know that I had updated my information, and I have actually received return assurance items to my current address, which proves that I did update my address. They are stating that theres nothing that they could do about my items going to that address because I should have updated my information. I did an update, and they refused to acknowledge their responsibility for checking the updated information and making sure that my items was sent to my current address which they do have on file And leaving me responsible for searching out for the missing items which Im not able to locate because they have not been turned in since. I want thredUP to take responsibility for losing my items. All of my items were designer items that is why I paid extra to have them returned.This is unacceptable and I want my items returned or fair compensation because this is thredUP error and responsibility to correct.

  

  Business Response

  Date: 12/30/2023

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We apologize the customer did not receive their **************** shipment for kit B2WVE-4677B. In looking into this, the kit sent in by the customer was originally requested on 10/19/2020. Due to this kit being an older kit, it shows it was linked to the customers old address. When the customer updates their address, the change is not retroactive to any older kits and would only affect new kits and orders. Our team communicated this to the customer on 12/24/23.  
  
  For this reason we do not recommend sending in kits older than 3 months and to prevent anything like this happening again, weve gone ahead and removed all of the kits older than three months from the customers account and they are welcome to request new clean out kits at any time. 
  
  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 Answer

  Date: 12/30/2023

   
  Complaint: 21017657
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I was not told that I could not use the older kit That was the reason I updated my mailing information. They gave my designer items to the resident of this address and I have lost all  in this situation. But the over 800 complaints justifies why this is not the company to do business with. Anyone thinking about doing business with this company just know that the complaints are not just the people that are filling it will be you if you do business with them. After contacting them multiple times and just receiving excuses I realized at that point that there would be no compensating or any other resolution from this company so at this point, I would just like to let other consumers know that Ive lost a lot of money dealing with this company and Im urging you to beware.

  

  Business Response

  Date: 01/09/2024

  We thank the supplier for their feedback, and can confirm all the current kits in their account are linked to the updated address. 
  

  Thank you,
  thredUP Customer Support Team 

• Initial Complaint

  Date:12/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in 4 large bags of designer clothing to the ThredUp ** for resale. All bags were in pristine **ndition. Many items had tags on them still. They received and processed them. Shortly after I was notified that one of my bags was unprocessed due to odor. That bag was of the highest value of all four bags. I wouldve chosen to have my items sent back to me, but I wasnt given that choice. I was left without explanation of what happened to them. The bag value was $2,500. I received an email from ThredUp on 12/5/23 stating that I received $48 for a pair of Prada pants from the same bag they said supposedly had odor. They said my payout would be $210 for them but I only received $48. In addition, they sent me $100 for the remaining value of the bag. A bag worth 25 times that amount.

  

  Business Response

  Date: 12/21/2023

  Hello there,

   

  We have taken the liberty to reach out to this supplier via email in order to provide the best resolution.

   

  Thank you,
  thredUP Customer Support Team

• Initial Complaint

  Date:12/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thred up periodically cancels my orders with no explanation. When I contact them they say we don't know why order was cancel but will check into and get back to me in 48 hours which they NEVER do. I have sold hundreds of items on this site and have so much "sale credit"... They eventually respond and say "we made a mistake" and have reinstated your order. Delaying the order for weeks. Order #ICBCZTX2QX3X was canceled today. I used funds to pay that I received from selling items. I would like my ordered reinstated OR all my sale credit issued in a check and all my remaining items returned to me. There customer service department it terrible. They cut and paste responses that do not respond to the issue at hand. This company texts and emails me daily to buy items but then cancels all more order with no explanation and no reasons given

  

  Business Response

  Date: 12/19/2023

  Hello there,

   

  Upon review, we can confirm that this matter has since been resolved by our Customer Support Team via email as of 12/14/2023. If any further assistance is needed at this time the customer is welcome to reach back out to their point of contact.

   

  Thank you,
  thredUP Customer Support Team

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ThredUp (online consignment shop) refuses to return my unsold items back to me, as I had opted/instructed to company to do so.

  

  Business Response

  Date: 12/19/2023

  Hello there,

   

  Upon review, it looks like Clean Out Kit #B22DD-NRNGT completed processing on 10/16/23. Of the 9 items sent, 3 were accepted for resale and 6 were returned as **************** was selected. When opting into ****************, the supplier will have $10.99 deducted from their sales to ensure all unaccepted items are returned. The 6 unaccepted items were returned and marked delivered on 10/28 with the following tracking: ****************************************************************************************************************;

  During the consignment window, 1 item sold (*********) and earned a payout of $18.91. A breakdown can be found on the supplier's clean out page here: www.thredup.com/my/cleanouts/B22DD-NRNGT. However, the $14.99 processing fee was deducted as well as the **************** fee. Therefore, no earnings were issued to the supplier's account. If the supplier made over $25.98, then the earnings would be theirs to keep.

  Reclaiming items is available only for accepted items that didn't sell during the last 7 days of an items listing window. In order to reclaim, a $5.99 fee will be charged per item + shipping at check out. If the supplier does not wish to reclaim, the items will become the property of thredUP once expired. 

  More information in regard to **************** and Reclaiming can be found in our Seller Terms of Use here: *********************************************************. Should this supplier have any further questions in regard to this clean out or our service, we welcome them to reach out to our team at thredUP.com/contact.

   

  Thank you,
  thredUP Customer Support Team

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a purse that was advertised as authentic, real leather Louis ******* purse. I received a plastic/vinyl obviously non authentic purse. It is such a bad dub that I would be embarrassed to carry it. I contacted their customer service immediately and chatted with them then emailed them then contacted via messaging their social media with no reply. There is NO way to get a real person. I have sent numerous pictures and videos of the item. I tried reversing the charge but my CC company denied due to saying I needed to get in contact with the company first. I have NO way to get in contact with them. I think there should be some sort of accountability for them committing fraud and being able to get away with it by simply not being accessible. I am a single mom that was so excited thinking I was getting a really nice purse. The amount of money is a lot for me. I now know if it seems to good to be true it is but this business is accredited by you. If you read this and try to help thank you for trying to resolve this. I am beginning to lose faith and think they are just going to get away with it.

  

  Business Response

  Date: 12/19/2023

  Hello there,

   

  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

• Initial Complaint

  Date:12/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent things in to them in the past and had a great return. Recently, my payouts on beautiful high end items (*****************************, the North Face, ***** and ****) have been UNDER A DOLLAR!! Not only do they take the $16 charge off the gate, you cant make any money off 30lbs of clothes when you get paid pennies. This has been a major change and it was not like this before. You might as well just donate the clothes and get a tax write off.

  

  Business Response

  Date: 12/18/2023

  Hello there,

   

  We do our best to provide our seller community with all of the information they need to determine if thredUP is the best service for them. For example, information in regard to our payout structure can be found on our Consignment 101 page here: ***********************************************************. This is a helpful tool to gauge how much we payout per specific brand/category. 

  Its important to remember that using our ***************** means that you may not earn as much as you would if you sold your items peer to peer. But what you may miss in earnings, you earn back in overall convenience. Our goal is to help make our customers lives easier by helping them get rid of unwanted items from their closets from the convenience of their own home. While you might be able to earn slightly more by selling elsewhere, thredUP does all of the hard work for you: no driving, no negotiating with buyers, no dealing with rejected items.

  Should this supplier have any questions about their clean outs or our service, we welcome them to reach out to our team at thredUP.com/contact.

   

  Thank you,
  thredUP Customer Support Team

• Initial Complaint

  Date:12/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a return back to thred up and have yet to receive a refund for it. I followed up multiple times via email and chat to no avail. The order number is #HN1SW8YOUGMM.Please refund me expeditiously. Thanks.

  

  Business Response

  Date: 12/13/2023

   

   

  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 

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20972190
  
  I am rejecting this response because:
  

  they are not responding to me. 

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