ComplaintsforThredUP, Inc.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have sent many items to consign into Thred Up. Some NWT, other in excellent used condition. I am a reseller myself so I know the condition of my items. I have had some very unique items that I have seen listed on there even though they were rejected, *** had SO many things rejected with out cause, and their pricing points leave no room to ever make any money. I am making .11 cents on a shirt listed for $9.99. I sent in a 30lb box of clothes and 33 items were accepted. Even if all of them sold, I cannot even cover their processing fee. Meaning I will get 0$. This is the second box AND I have a box in line to be sorted. I am trying to understand how this is fair to any consigner, they are just stealing from us at this point. I am just a small business looking for somewhere to send my overflow and now I have actually lost money. I could have donated these items to a local charity if I would have known I would have gotten nothing and at least felt good about myself, not scammed out of well, now 90lbs of clothes.

  

  Business response

  09/04/2024

   

   

  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 clarification on our process. 
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent 2 bags of items for resell. They took a long time to process the items. Haven't posted all the items. The items they have sold I haven't been paid for. I want the money that's owed to me. I will never used this company again. It's a scam and good people aren't getting paid what they tell you that you will get.

  

  Business response

  08/31/2024

   

   

  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 clarification on our process.
  
  If the customer has any additional questions, we kindly ask them to reach back out to their point of contact. 
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Some Items were not processed in my account for sale. Sent in 22 items and they processed only 17. My other items are on their site for sale and they claim to recycle to other people. They are stealing my items.You cannot get through to them.Kit B35thoc3MEE

  

  Business response

  08/31/2024

   

   

  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 to provide clarification on our process.
  
  If the customer has any additional questions, we kindly ask them to reach back out to their point of contact. 
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  08/31/2024

   
  Complaint: 22209435
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  09/03/2024

  My item is still on site backwards.

  also sent link that does not work to show me items that dont except from me but can sell them as their own.

  poor communication 

  

  Business response

  09/04/2024

   

   

  Hello,
  
  
  Thank you for bringing the customers concern back to our attention. 
  
  The customers item was flagged for review and we kindly ask them to allow up to 7 business days for this to be updated. Additionally, we did provide the customer links to our list of ineligible for payout brands that can be accessed here: ************************************************************************
  
  Were reached back out to the customer to advise them of this. If the customer has any additional questions, we kindly ask them to reach back out to their point of contact. 
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  09/05/2024

  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

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Complaint taken in dictation by H363137**3238313831H rep ** 8/27/24 I had a package that was delivered and destroyed by ***** and I called them and they stated that I have to contact the business. I told ***** the package was destroyed by them because it was raining and they threw it in puddle. And they said contact the business to make sure it was delivered by them. I tried contacting them through phone number listed online that don&#**;t exist, Its like going going through a stock company and they want a stock number which I don&#**;t own any stock, there is no email to contact the company there is nothing. I tried chat and you can not get through. There is no way to contact these people. They have a privacy address and you contact that and website is not right.

  

  Business response

  08/28/2024

   

   

  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 the customer has any additional questions, we kindly ask them to reach back out to their point of contact. 
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer response

  08/28/2024

  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,
  
  **************** issue resolved thank you

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Based on the details you provided, heres a draft for your complaint to the BBB against ThredUp:---**Complaint Description:**On July 18th, I mailed two clean-out kits to ThredUp containing high-quality, clean items, including a Free People dress worn only once and in excellent condition. However, when the items were processed, I noticed some of the higher-quality items were missing from my list. Upon further investigation on the ThredUp website, I discovered one of my missing items listed under another seller. Given the item's unique nature, size, and timing, it is highly unlikely that another identical item would be listed at the same time.I immediately contacted ThredUp's customer service to address the issue. I was informed that the item had been sent in before my kit was processed, and mine was rejected for being "unsanitary." This explanation is inconsistent with the item's condition when sent and the timeframe provided. The dates given by customer service indicated the dress was listed around the same time my kit arrived, just before it was officially processed. Additionally, after my inquiry, I noticed discrepancies in the dates for the processing of my clean-out kit, which I have documented with a photo showing the incorrect dates.Despite escalating my concern, ThredUp denied any wrongdoing and only reimbursed the $15 processing fee, which does not compensate for the missing items' value. My investigation into online forums revealed that several other customers have reported similar experiences with ThredUp, where their clothing items were allegedly claimed to be in unusable condition and then sold on the site.I am requesting a thorough investigation into this issue and fair compensation for the missing items that were wrongly handled by ThredUp.

  

  Business response

  08/28/2024

   

   

  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. We kindly ask they follow up there in order to receive the best resolution.
  
  If the customer has any additional questions, we kindly ask them to reach back out to their point of contact. 
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company provides a service under false pretenses. Thru allow you to fill a bag with clothing to be sold on their site and call themselves a consignment service. When your clothing is rated highly they suddenly switch to a charity and tell you the entire bag is now worth $5 and you are switched to the donation program and the money will be donated to a charity of your choice. Your items appear for sale at a later date on the site and are sold for higher value and it is kept by the company.

  

  Business response

  08/25/2024

   

   

  Hey there,

  In our continuous efforts to give as many items as possible a second life, we are currently pausing our standard clean out kits for some of our customers. We are trying to reduce the amount of inventory that goes unsold on our marketplace. However, this customer has a standard clean out kit that was recently processed on 8/22 and they also requested another clean out bag be mailed out to them on 8/22. These are standard kits and are not part of the donation program as they were requested before the change was made.

  One of our agents reached out to the customer via email on 8/24 to let them know of this information. The customer is able to view the kit details of their recently processed kit by going to their Clean Out page. If they have any further questions, we recommend responding to the email they recently received from us.

  Thank you

   

   

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a clean out bag. I was given an option to check a box to have my unsold items returned to me. I checked the box. Nothing stated any charges or having to buy back my items at $5.95 each.Items sold do not show me what price sold for. They only show my earnings which isn't even $2. Billed for 2 things, but total is more. No detailed bill. One item they didn't list was sent back to me. I think they billed me, not sure. It's not right to charge people to buy back their own items at $5.95 each on top of little payout for selling their items. By the time the seller sells or buys their own items, they don't get any payout, ThredUp gets it all. No seller is making any money off of this site. This company are taking advantage of sellers and are the only ones making the money off of sellers items. They will charge the seller for every little thing to where the seller ends up owing ThredUp and ThredUp doesn't owe the seller anything. Sellers Beware. *************

  

  Business response

  08/25/2024

   

   

  Hey there,

  It looks like the customer reached out to our Support requesting that **************** be added to their kit. This feature ensures that any items that are not accepted during processing, are sent back to the customer. In regards to getting unsold items back, that is called Reclaiming which is separate from ****************. 

  On our website, there is an article that explains how Reclaiming works and mentions there is a $5.99 fee to reclaim each item. Here is that article - ******************************************************************************. Sellers can view the details of their items by going to the Clean Out page then clicking on the Kit in question. Beside the payout amount is a question mark, that you can hover over and it shows you what the selling price of the item was and the payout percentage.

  We hope this information is helpful for the customer. If they have any other questions, we do encourage them to reach out to us via chat or email.

  Thank you

   

   

  Customer response

  08/25/2024

   
  Complaint: 22188333
  
  I am rejecting this response because:
  Very misleading and untrustworthy. Sellers depend on receiving better payout when their items are sold. Not piddly amounts. I still don't think it's fair to charge $5.99 for each item that the seller has to pay to reclaim their items. That's our stuff. I can understand a one time fee of $5.99 for returning all unsold items. I, personally, depend on my items to be sold to make money. Not owe money. Especially for wanting my unsold items back. I understand the costs for the posting and shipping. Again, I feel that sellers, including myself, are being taken advantage of. ThredUp is not only making lots of money off of sellers by all their fees/charges, but getting free items as they know people won't pay the fee to buy their items back. What they really do with those items is unsure. They state what they do with the items, buy how do us sellers know for sure. They need to make some revisions to get the sellers be more satisfied. 

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

  

  Business response

  08/28/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern back to our attention. 
  
  We are truly sorry to hear that the customer's experience with ******************** hasn't been as expected. We have taken the liberty to reach out to this customer directly in order to provide a resolution.
  
  If the customer has any additional questions, we kindly ask them to reach back out to their point of contact. 
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The problem is I was only told about the fee for the clean out bag which was ***** I was not told about them taken 75 percent of the money earned from my items. Most of the clothes still had tags on it and I sent two different clean out bags. One was processed. One wasn't they're supposed to return it back to me. They haven't returned it back to me. They've had ample time.

  

  Business response

  08/25/2024

   

   

  Hey there,

  It looks an agent reached out to the customer via email on 8/24/24 advising them their items have been reshipped with tracking 9202290985130276043568. They should receive this package within the next week. 

  If the customer needs anything else, we recommend reaching back out to us via the open email thread.

  Thank you

   

   

• Initial Complaint

  08/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a dress from Thredup on August 14, 2024. On August 19, 2024, I received a notification that my package was delivered to my mailbox. Upon opening said mailbox, all that was there was a small envelope containing their sellout bag. There was no dress! I have contacted support, but my complaint is being ignored.ORDER #WCO76VKEN5YO

  

  Business response

  08/25/2024

   

   

  Hey there,

  We do see the customer reached out to us via email and one of our agents is proactively reaching out to them today with a follow up resolution to this issue. We apologize for the delay in response.

  Thank you

   

   

  Customer response

  08/25/2024

  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

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an item from Thredup on 8/17/20, item # *********, "100% leather" handbag. Received it on 8/20/24. After inspecting item after opening it, I saw that it is not leather at all, but in fact a pvc of sorts, a man-made material; plastic. I was duped for $47.18, perhaps inadvertently, but duped nonetheless, and I would like a full refund, nothing more. As I see it, it is fraud. I immediately got online to initiate a return, however when I clicked on the "Return" link, I saw that "none of your items are eligible to be returned right now" so I checked to see if there is a customer service center, but could find none. Then I checked to see if there is an email or telephone number, any contact information, but the only thing I found was the corporate address that clearly states "NOTE: We cannot accept returns at this address." My last hope was to do a chat with them on a link provided but the link does nothing except fade in color when I tap it. It doesn't open any page or refer me to another link. I would like to think they do right by their customers, however, after searching online for reviews of Thredup.com I saw that there are very many of us customers who have also been duped for various reasons or ignored. I know that you may think that $47+ is small change, but not for me. And if I am among many who are spending that or more, then it remains to be seen just how legitimate this company is when they won't return money that was not theirs to keep. There are two tele #, but both are automated and one has to leave a voicemail with account contact information *************) that is also for disabled who cannot navigate the page, and the other I have to have a financial account to log in *************). Listen, all I want is my money back. It is boxed and ready to go back. I just need them to send a return label. Easy, right? Can you help me? Respectfully with thanks,*********************** all of my info is entered on the previous page(s).

  

  Business response

  08/22/2024

   

   

  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.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

*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. ↩