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BBB Accredited Business since

Thredup, Inc.

Phone: (617) 575-9676   View Additional Email Addresses http://www.thredup.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers Resale Ecommerce site.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Thredup, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Thredup, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 209 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

209 complaints closed with BBB in last 3 years | 92 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 26
Billing/Collection Issues 32
Delivery Issues 10
Guarantee/Warranty Issues 6
Problems with Product/Service 135
Total Closed Complaints 209

Additional Complaint Information

Complaints on file with BBB state the following: 1).Consumers elect to activate the Return Assurance policy advertised at www.thredup.com so the clothing that is not accepted by the company can be returned to them, consumers state the company then does not honor the policy. 2).Consumers who do not activate the Return Assurance Policy state that items that are not accepted by the company are not returned to them.

Thred Up recently advised BBB that the company has updated their Return Assurance policy. Previously, if no items were accepted they would not return the items to their consumers, however this policy has recently changed. The company also advised BBB that unless you sign up for Return Assurance items are recycled. BBB suggests that consumer read the Return Assurance policy located at www.thredup.com/assurance.

Thred Up also advised BBB that in the coming months Thred Up is allowing Return Assurance to be paid for in advance, and creating and sending a Return Assurance specific email as a reminder during the Clean Out process. In the last month Thred Up has updated their main Clean Out page https://thredup.com/cleanout as well as their How It Works page https://www.thredup.com/cleanout/how-it-works which includes information about Return Assurance and what happens to items they do not accept.

BBB also suggests you read the company's FAQ's page located at http://support.thredup.com/hc/en-us

Customer Reviews Summary Read customer reviews

31 Customer Reviews on Thredup, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 29
Total Customer Reviews 31

Additional Information

BBB file opened: October 04, 2011 Business started: 01/07/2009 in DE Business started locally: 01/07/2009 Business incorporated 01/07/2009 in DE
Type of Entity

Corporation

Business Management
Mr. John Voris, COO Ms. Stephanie Edwards, Customer Service Supervisor Chris Harvey, VP, Customer Service Mr. James Reinhart, CEO & Co-Founder
Contact Information
Customer Contact: Chris Harvey, VP, Customer Service
Principal: Mr. John Voris, COO
Number of Employees

550

Business Category

General Merchandise - Retail Internet Shopping Internet Selling Services

Refund and Exchange Policy
ThredUp's return policy changed on August 24, 2015. BBB recommends you review the company's website, FAQ's section and packing slips.
Service Area
This business service area covers: Nationwide

Customer Review Rating plus BBB Rating Summary

Thredup, Inc. has received 3.77 out of 5 stars based on 31 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.