ComplaintsforThredUP, Inc.

• Initial Complaint

  09/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered items online from thredup.com and received an email the items shipped. However, I never received the items and was told by the company to wait an additional few days as sometimes fed ex updates a delivery status but doesnt deliver on that date (which seems like poor practice). Now it has been over the time thredup requested I wait and unable to get in touch with anyone in customer service to get a refund since apparently I will never receive the items. I am certain the items were not delivered as stated because someone was home all day and ***** never showed up. Order #********

  

  Business response

  09/08/2021

  Hi there,
  
  
  We are sorry to hear that this customer was not able to get in touch with our Support Team to follow up with their order concern. Currently, our Support Team can be contacted via web chat on the thredUP site here: www.thredUP.com/contact from 7am-8pm PDT, mobile/in app messaging and social outlets. We have taken the liberty to reach out to this customer directly in order to provide a resolution. 
  
  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

• Initial Complaint

  09/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made my purchase on 8-24-21, I received an e-mail on ****, starting it shipped and should be delivered and of day on 9-1, when it didnt show I reached out to there customer service and they said it was not to be delivered on 9-2 end of day when it didnt show I reached out on 9-3 and now they tell me theres no date on the tracking info, I have tried to track and it has no date I would like a refund to my purchase.

  

  Business response

  09/08/2021

  Hi there,
  
  
  Once an order is shipped, it will take 3 to 8 business days for delivery. Upon review, I see the customer's order was shipped on 8/31/21 and according to the tracking information, the package was delivered on Wednesday, September 8, 2021 at 2:35 pm which is the 6th business day after shipped. Tracking link: https://www.fedex.com/fedextrack/?trknbr=61299992241227330330&trkqual=20210831001700~61299992241227330330~FXSP
  
  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 response

  09/09/2021

  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

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Filed complain 8/11. Still not resolved. On 7/2, ****, someone hacked into my yahoo email account and subsequently requested a password reset to Thredup the same day. After changing the password by having a link sent to yahoo, they transferred all my store credit through paypal (a feature on the website that I have never used before) to ************************** There were 2 transfers on Jul 2nd $109.80, $3.55. And one on Jul 3 $3.83. They changed my shipping address on my Thredup account also and made 3 expensive pruchases . $2571.19, $730.32, and $372.35. My bank USAA refunded me for the purchases. The purchases were sent to **********************************************************. I want to be refunded my store credit, and the credit I have earned since losing access to my account for the sale of clothing I had sent to Thredup for consignment. There has been no followup since 8/23.

  

  Business response

  09/08/2021

  Hi there,
  
  
  Upon review, I see that we have escalated this to our Payment Specialist team, and they have partnered with PayPal in order to file a claim for these transactions. Regrettably, we have not yet received a response which is why we haven't provided a resolution to the customer. 
  
  The customer can rest assured that her concern is still open, and we're working to have these transactions reversed. We will follow up with the customer directly via email as soon as we have an update. 
  
  
  Thank you,
  **************
  thredUP

  Customer response

  09/11/2021

   
  Complaint: 15827497
  
  I am rejecting this response because:
  
  I spoke with paypal about this months ago and already know there is nothing to be done on their end. The problem is the design with the Thredup website. You have to keep a credit card saved to the account and the ability to transfer funds to a PayPal account. They website makes it to easy for a hacker to steal becausd there is no 2 step identity verification. Other businesses decline large transactions when the billing zip code is not the same as the shipping zip code. Sincerely,
  
  ***********************

  

  Business response

  09/17/2021

  Hi there,
  
  
  Upon review, I can confirm the transactions have been successfully reversed. We emailed the customer on 9/14/2021 via email to inform the resolution. 
  
  At this moment, we suggest the customer to change their password. Once they're logging into their account, simply visit: www.thredup.com/my/account/password. From here, they'll be prompted to enter the current password and the password theyd like to change it to. 
  
  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 response

  09/25/2021

  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

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned several items from an order. I just received an email that says that I have a $23.17 credit. Thredup claims that I elected for store credit, but I recall selecting a refund to my original payment method. If store credit was selected, it was a mistake. In addition, there is no trace of a refund or a credit appearing in my account. I would like to get my money back.

  

  Business response

  09/03/2021

  Hi there,
  
  
  Upon review, I see the customer selected refund to their original form of payment as a refund method for return #*******. A total of $23.17 were refunded back to the customer's credit card on 9/1/21, and it should take 3-5 business days for the customer to see these funds post in their bank statement depending on their financial institution policies. 
  
  We welcome our customer to visit their returns' page at https://www.thredup.com/my/returns to confirm the processing to their return. 
  
  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

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Covid hit and life went sideways. I did not realize until much later that the third box I mailed was not showing up in their system/on my account and had gone missing. I mailed off a total of 3 prepaid traceable packages of clothing to the company. Only 2 were accounted for. Received and then processed by ThredUp on 3/11/20 and 3/18/20. But wouldnt you know it the box with all the designer items was never accounted for even though the tracking information shows it was delivered. Even more concerning are the very illusive business practices of this company. They take a Gap item to list for sale and clearly state to expect a pay out of about $6-12 for such an item. (Seems their policies have since changed on their site). But yet once they actually have your items it ends up being cents on the dollar. Literally 37 cents. They purposely are misleading so that you agree to their policy of not requesting the items they do not take to be mailed back to you.

  

  Business response

  08/28/2021

  Hello,
  
  
  After checking the users thredUP Account under email ***************** It appears like we have records of getting 2 kits, however we do not show records of a third kit being scanned on transit or being delivered to us.
  
  The user has a total of 2 kits she requested, that we did not received back, bag #B26NA-PVYN6 requested on 4/3/19, and  Bag #B2RW9-5TT6J requested on 5/5/18. None of this show in our records to have been scanned on transit by the shipping carrier. 
  
  We also did not found under this email **************** any request for assistance regarding this matter. 
  
  At this time, it will be required for the user to try to get in touch with the place she dropped the Clean Out Kit, so she can get more insight and if she can provide a confirmation receipt showing the kit was sent back, showing the tracking information, once we get this information we will be able to investigate further. 
  
  As for our current payout process the estimated payout we provide for different items and brands, is something we show in our website to the public. Every single seller or buyer is able to access our Payout Chart and Payout Estimator Tool here https://www.thredup.com/cleanout/payouts, and check how much payout someone can earn, if any item is listed at a certain price. 
  
  We hope this provides more insight. The user is welcome to contact us by chat or email **********************************.
  
  
  Thanks,
  ******************
  

  Customer response

  09/01/2021

   
  Complaint: 15804634
  
  I am rejecting this response because:
  The merchant is giving generic answers and not addressing the specific issues I stated in my claim.
  The issue at hand is that you were trusted with a box of designer clothing in which you mr ******* basically stole items. Not sure if I am more upset about that or upset about receiving 35 cents for the item you did end up accepting/selling that clearly stated a $6 payout was to be expected. And that is just one example. Your business practices are extremely shady and I saw the other reviews from customers like myself after filing my complaint. I have had experience with pretty much all of the main stream consignment shops online and in the major cities surrounding the city in which I live and NEVER have I ever had a similar experience. Your ******* is a disgrace and I will make sure everyone I come in contact is aware of your lack of transparency- outright abuse of trust and disregard for your customers. Oh did I mention that I am a stylist - so you better bet hundreds of people ask me for advice on these topics. 
  
  Sincerely,
  
  *********************

  

  Business response

  09/09/2021

  Hello,
  
  
  At this time, we do not show records of receiving a third kit from this user. It is required for the user to provide a confirmation receipt of dropping the third kit she is referring to, in order for us to investigate further. 
  
  As for the users kits. On her kit B2B6W-2THVD, 6 items were accepted for sale and 33 items were rejected, and for kit B2GD5-PYRFD, 5 items were accepted and 20 rejected. 
  
  The rejected items were not accepted for selling purposes, since they did not meet our quality and internal standards. While thredUP normally accepts about 40% of a ********* Bag to sell, we use a variety of tools and techniques to find seemingly minor flaws that are overlooked. We do love the brands that you sent, but because our processors are responsible for all items listed, they're strict about whats accepted. Those items did not meet our standards, so they had to be rejected accordingly.
  
  For more information about our strict acceptance standards, the user can refer to our FAQ.
  
  The user did not select to add **************** to either of the kits to have the rejected items sent back. So when no **************** is added to a kit, all rejected items are recycled/donated when the kits is being processed. So the items of this user that did not meet our standards were recycled. These items are then sent out to a network of recyclers and processors that find new homes or purposes for the items, depending on their condition.
  
  
  If the user will like to have her rejected items returned back to her on any future kit, we recommend using our **************** service prior to when your bag begins processing.
  
  As for the payouts the user was issued for items sold in her kits 
  #B2GD5-PYRFD and #B2B6W-2THVD, we can confirm that the earnings you received align with the payout estimates we provide to our customers here: https://www.thredup.com/cleanout/payouts. 
  
  Payments are based on a sliding percentage scale based on the final listing price of each item. The user was able to adjust the listing prices in order to receive a higher payout percentage. She had the capability to raise or lower the listing price, but the listing price can't be raised 80% over the estimated retail price. Also, if a user raises the price above 50% of our original listing price you may incur reclaim fees and reduced payouts if a promo code is used to purchase the item. If an item does not sell within the listing window you are welcome to reclaim during its last 7 days. 
  
  We aim to provide as much information about our ********* services as possible to sellers, so they have realistic expectations about what the what their selling results will be. Our mission is to be the most convenient and responsible way to pass along sellers clothing. While she might be able to earn a little more elsewhere, selling with thredUP means no driving, negotiating with buyers, listing or shipping items, or dealing with rejected pieces.
  
  We hope this provides more insight.
  
  
  Thanks,
  ******************
  
  

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Louis ******* hand bag from ThredUP in July 24th 2018 for $999.87, item number 38480932.It was recently submitted for authentication and failed. Weve been in contact with ThredUP, august 15th and they have verified the purchase. We submitted 3rd party photos and offered to check on the fee if they would like a letter too.August 20th. We were told by **** S that the claim was forwarded to the right department and give 2-3 days for response. They are no longer responding to our email strand or voicemail messages on the listed corporate office ************ Attached is the original first order from ********************* Price includes use of discount code.There are two photos, one of an authentic bag, the other of the purchased bag which shows a blurry label. This should have been caught by ThredUP employees.

  

  Business response

  08/27/2021

  Hi there,
  
  
  Upon review, I see that ************ was out of the office for a couple of days and was unable to follow up with the customer, I see that someone else has contacted the customer directly via email on 8/26/21. If any further assistance is needed at this time the customer is welcome to reach back out to us at thredup.com/contact or reply to that same email thread. 
  
  
  Thank you, 
  **************
  thredUP

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent clothes to thred up for consignment sale. I asked that all items that would not be sold be returned to me. I received my box of returns with items missing that were not listed for sale. One of the items was part of a set now I only have half of a sweater set. They told me they kept them to sell but they will not give me the money for those pieces because it costs too much to sell them. I said then return them to me. I was told no thats not our policy. That is theft to take my goods and sell them but not give me the money. If it is not enough money to cover their fee for selling then return them to me. That is theft.

  

  Business response

  08/27/2021

  Hi there,
  
  
  Upon review, I see that our leadership team has contacted the customer directly via email. 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

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a "kit" from Thred Up to "consign" clothing items. I mailed several high end items to Thred Up and they noted that package was received in April of 2021. According to their customer service via ******** messenger (no other way to connect) the package has not been processed yet. The estimated date of processing has been pushed back several times and is now 9/13/21. That is nearly 6 months since they received it which is unacceptable and in no way expected based on their promotional materials. I was told I could request the items back because I purchased the additional **************** feature. When I requested the items be returned I was informed that they cannot return them until my kit is processed. So essentially I have two choices - wait indefinitely for the kit to be processed and consign my items or wait indefinitely for the kit to be processed and return my items. I need help expediting the return of my items.

  

  Business response

  08/27/2021

  Hi there,
  
  
  We are sorry to hear that this customer was not able to get in touch with our Support Team through other platforms. Currently, our Support Team can be contacted via web chat on the thredUP site here: www.thredUP.com/contact from 7am-8pm PDT, mobile/in app messaging and social outlets.
  
  Upon review, I see that we received clean out kit #B2CG7-V2P5D on 4/26/21. Our ***************** has been more popular than ever, resulting in a delay in kit processing times. For this reason, the processing times are estimated and subject to change. At this moment, the kit has an estimated processing date of 9/17/21.
  
  When clean out kits are received at our warehouse, they are put into bulk piles depending on what day they are received. Our processors go through each bulk pile individually to process the items. We're currently working through the kits received around 4/13/21. Since their kit was received on 4/26/21, we regrettably have not come across their kit yet. Unfortunately, we do not have the ability to individually pull the kit within the bulk as it is mixed with many other kits. If we had the ability to easily seek the kit to ship back, we would! However, this regrettably isn't a capability in our processes at this moment. 
  
  If the customer still wishes to proceed and have her kit returned, we would encourage the customer to reach out to our team directly via thredUP.com/contact. We'll be happy to send a request to our team, but they would only be able to send the kit back once they reached it in the line for processing, so it would take us the same amount of time to have the kit sent back as it would for the kit to be processed.
  
  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

• Initial Complaint

  08/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order #******** that I placed and paid on 8/4/21 has not shipped yet. Theres no real way to contact **************** without answering impertinent questions. I received 1 email in reply to my email and it was useless. That was over a week ago! There shipping department claims within 3 days to ship your items. Its 22 days now! Can you please help me?

  

  Business response

  08/25/2021

  Hi there,
  
  
  Upon review, I see this customer contacted us on 8/17/2021 via email and one of our customer service associates followed up with the customer on 8/18/2021 via email as well. 
  
  Weve recently implemented changes to the way we ship orders that include multiple items before they arrive at the customers' door in order to make shipping more efficient and reduce the amount of packaging they receive. This is applicable to all orders and bundles that include items from multiple warehouses. I see the customer placed their order as a bundle and with this new shipping method, Bundles will stay open for 7 business days, so the customers are able to order more, and all orders can be shipped together. The bundle closed on the 11th and that's when the items started to be combined internally.
  
  The order was shipped on 8/23 and this is the tracking link: https://www.fedex.com/fedextrack/?trknbr=61290985130263848510&trkqual=20210823074300~61290985130263848510~FXSP
  
  We see that these are delivered rather quickly as they are shipping from the location nearest the customer. If the customer is looking for the fastest shipping option, we would encourage them to stay local and shop using the My Home Warehouse filter to see pieces from the warehouse that weve determined to be their best fit. 
  
  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 response

  08/26/2021

   
  Complaint: 15788513
  
  I am rejecting this response because:
  ThredUP had my order since 8/4/21 and today, 8/26/21, I finally received my order! What are they located overseas? No, they are an **************** and all 4 of their warehouses are **** day standard shipping! Their response is a poor excuse! It took 24 days for me to receive my order. I believe, if BBB didnt get involved it would have taken longer. 
  

  Also, I made numerous attempts to contact ThredUP and was always thrown into a never ending loop so they wouldnt receive my message. No one answers the phone or chat! Its only I got lucky one day and my email went through but the response was again a poor excuse of changing their shipping methods. I have shopped with ThredUP for a number of years and this has been the biggest hassle. 
   In the past, I would have to email them to get my order shipped too. I guess I need to look else where for bargain secondhand online businesses. 
  

  Thank you, BBB for all your help!! It really helped!!
  Sincerely,
  
  *******************************

  

  Business response

  09/03/2021

  Hi there,
  
  Upon review, I see the customer's order was delivered on 8/26/21. 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 response

  09/09/2021

  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

  08/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 6, I ordered clothing from an online thrift store. I was waiting for my order to be delivered when I noticed the address I had written was incorrect. I mistakenly selected Pulaski instead of Komensky as the street. So the address read **** S Pulaski. I called ***** to see if I could pick these packages (bundle was shipped off in 2 orders) at a local ********* or at the ***** station. They declined said the package was not selected for pickup, I then asked if I could change the delivery address, again they declined said only the shipper could change the address. I contacted ThredUp and they said once orders ship addresses cannot be corrected. I called ***** again and said that **** S Pulaski was not even a real address, and they reassured me, the packages would just get sent back to the shipper. That was not the case. Package two with this tracking number ******************** was delivered to someone that was not me or the shipper. ***** should not have made that delivery.

  

  Business response

  08/23/2021

  Hi there,
  
  
  We are sorry to hear that this customer order was delivered to the incorrect address. Upon review, I see this is currently being handled by one of our customer service associates. As soon as he has additional information/resolution, he'll follow up with the customer directly via email. 
  
  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 response

  08/24/2021

   
  Complaint: 15784343
  
  I am rejecting this response because: the business is not understanding my request. I have attached the message of a ThredUp **************** Representative named *****, his response does not answer my request of asking ***** for information on package number one with tracking number of ********************. This package was not returned to the shipper as planned. I tried filing a missing claim on ***** website, but because the package was a "Smartpost" package only the shipper can file a missing claim. This is what I want. I want ThredUp to file a missing claim for this package, so I can get my money refunded.  I have attached images of the response I've received from ThredUp, as well as one of the packages that according to ***** is being returned to the sender. 
  
  Sincerely,
  
  *************************

  

  Business response

  08/27/2021

  Hi there,
  
  
  I've gone ahead and issued a refund for this order to the customer's original form of payment. Please allow 3 to 5 business days for these funds to appear in the account. To avoid any confusion in the future, we advise the customer to please be sure and double-check the shipping information before submitting any additional orders. 
  
  We believe this matter has been resolved and 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

*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. ↩