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:02/09/2024

  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.

  Problem #1: The System did not provide me with the Option to return 4 items that were not final sale. At the time i requested help, the items were still eligible to be returned. However after contacting ThredUp four times. They never responded to the issue.I had four items of clothing that I bought from ThredUp. The items were not final sale, but the online system did not provide an option for returning them. I sent emails on 1/25, 1/27, 1/29, and 1/31 and a chat with a customer rep on 2/1. They said the system was having problems. I was never able to return the items below. I would like them to refund the items for me. If they would like the items back I'm happy to send them to them as long as they provide a free shipping label.For Bundle #******* - - I need to be able to return these two items 1) *************************** Long Sleeve Silk Top (21.60) 2) Chicwish Casual Skirt (*****)For Bundle #******* - I need to be able to return 3) ***** formal skirt (*****) 4)Talbots Casual Skirt. (16.99)Problem #2: For order 3MEOSVV10RNI, I was charged twice. My debit card and PayPal account were both charged for the same order (3MEOSVV10RNl). Both accounts were charged ***** on 2/6. The charge went through on 2/8. When I requested that the order be cancelled. They refunded the charge for my PayPal account, but not my debit card. The charge to my debit card needs to be refunded.3MEOSVV10RNI ORDER DATE 2/6/2024 SHIPPING Bundled Shipping ORDER TOTAL $***** Order details Refund details Order Adjustment On 2/8/2024 Refund #******** To Original Form of Payment Order item J.Crew Factory Store Cardigan SIZE XS -$15.04 Order item *************** Casual Skirt SIZE 22 -$22.55 Order info Shipping address ******************* **************************************************************** Payment method payment method ******************** Payment summary Subtotal $34.98 Discounts $0.00 ******************* $0.00 Tax $2.61 Credits $0.00 Adjustments -$***** Order Total $*****

  

  Business Response

  Date: 02/14/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, we can confirm that the items on bundle order ******* were refunded on 1/22/23 and the items on bundle ******* were refunded on 1/15/24. For the customers order 3MEOSVV10RNI, a refund was processed on 2/08/24 to the customers PayPal account as nothing was charged to their credit card. If they are seeing an additional charge they will need to reach out to their card company. 
  
  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

  Date:02/07/2024

  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.

  Leave me alone.Do not sell my information.Delete my information.Stop spamming me with no-reply emails.

  

  Business Response

  Date: 02/13/2024

   

   

  Hey there,

  I can see this customer reached out to our Support team via email and a response was given. I am not able to find an active thredUP account under *******************. 

  Thank you,

  ThredUP Customer Support

   

   

• Initial Complaint

  Date:02/07/2024

  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 am writing to express my dissatisfaction with ThredUP's handling of my recent submissions. I sent in two boxes of carefully selected, high-quality items (Kit# B2D3K-CR5JD and #B2J6Q-EQQDJ) with the understanding that ThredUP now charges service fees to encourage the submission of good quality or branded items.After patiently waiting for the processing period, I discovered that only a partial list of my items was posted, and some notably high-end brand shoes and clothes were missing. Upon inquiring, I was informed that these items did not meet ThredUP's standards.I reached out on 1/22/2024 seeking clarification on why almost brand-new St. **** and ********* shoes, complete with their original packaging, were deemed unfit, while less expensive items from other orders were accepted. Additionally, high-quality items like jackets from brands such as Lululemon were not listed, despite a few less expensive clothes making it to the listing. Unfortunately, I received no response after my inquiry.Considering the introduction of processing fees and the expectation of a more professional service, I am disappointed by ThredUP's lack of transparency and communication. I suggest implementing a system with pictures of all received items as a backup, allowing customers to verify claims of items not meeting requirements.I hope this concern is addressed promptly to enhance the trust and satisfaction of ThredUP's clientele.

  

  Business Response

  Date: 02/13/2024

   

   

  Hey there,

  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

   

   

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21259965
  
  I am rejecting this response because:
  I didnt receive any reasonable explanation from ThredUP besides an auto reply.

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

  

  Business Response

  Date: 02/19/2024

   

   

  Hey there,

  An email response was sent on 2/13 to ******************* responding to the customers complaint. An explanation was provided in regards to the items that were not accepted from their kit and why. The customer has not responded to this message but they are welcome to reply directly to that email and we can assist any further.

  Thank you,

  Thredup Customer Support

   

   

• Initial Complaint

  Date:02/05/2024

  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 am writing to file a formal complaint against ThredUp regarding handling the shoes I sent in for consignment. Despite multiple attempts to resolve the issue directly with ThredUp, I have been met with inadequate responses and unresolved concerns.The timeline of events is as follows:1. Lack of Communication: Initially, I heard nothing from ThredUp about the shoes I sent in until I actively pursued answers regarding their status.2. Unreasonable Payout: I sent brand-new shoes with tags in the box that retail for $70+. I was never given an option to raise the price or even transparency into where the shoes were listed. The payouts for each pair are attached. 3. Unhelpful Response: Upon contacting ThredUp for assistance, the customer service representative was rude and unhelpful. 4. Inconsistent Information: ThredUp initially informed me that none of my items had sold and that I would receive them all back. However, upon further inquiry, I was told that most items had sold.Delayed Payment: Despite sending the shoes in good faith months ago, I am still awaiting payment. 5. Lost Item: ThredUp admitted to "losing" one of the items I sent in, which is unacceptable given their responsibility for the items entrusted to them. They finally "awarded" me ~$5 for the brand-new item. 6. Missing Boxes: When I finally received the two pairs of shoes that didn't sell, they were returned missing the brand new boxes significantly reducing the shoes' resale value. ThredUp's response that customers are advised not to send in boxes was not communicated clearly and was only found buried on a random landing page on their sitebut none of the sites related to the program. It is evident that ThredUp's practices have been highly unsatisfactory, non-transparent, and downright dishonest, have resulted in both financial loss and frustration on my part. Despite attempts to address these issues, they remain unresolved.

  

  Business Response

  Date: 02/10/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, we see that this customer sent in kit *********** via our TOMS x ThredUp Trade In program, which completed processing on 10/28/2023 and 5 items were accepted on consignment. Regrettably, only three of the accepted items sold as two were lost in our warehouse. 
  
  Our team issued the payout for the two lost items as if they had sold to the customers ThredUp account however no payout was earned for the other three items as the total earned for those items is less than the $10.99 **************** fee that the customer opted in for with their kit. 
  
  As with all of our kits, earnings will apply to any kit fees first, before any payout can be issued. This is explained under What will my payout be? on our Toms x ThredUp FAQ page here: *************************************************. The amount earned from the three sold items was $7.12 which went to the $10.99 fee thus no payout was issued via Trade In. Our team however, as a courtesy, issued the payout of $7.12 to the customers ThredUp account due to the confusion surrounding our process. 
  
  We apologize that the customer did not receive the shoe box back with their item however per our FAQ page here: ******************************************************************************************************** , we do not recommend sending in original shoe boxes if a customer would like them returned. 
  
  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. 
  
  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: 02/13/2024

   
  Complaint: 21246722
  
  I am rejecting this response because: it contains false information and immoral business practices. They should not get away with the program there currently running and should be held more accountable. 

  Their statements are in bold below. I have responded to each statement in regular font. 

  ???????? ????????????, ???? ?????? ???????? ???????? ???????????????? ???????? ???? ?????? ??????????-?????????? ?????? ?????? ???????? ?? ?????????????? ?????????? ???? ??????????????, ?????????? ?????????????????? ???????????????????? ???? ????/????/???????? ?????? ?? ?????????? ???????? ???????????????? ???? ??????????????????????. ??????????????????????, ???????? ?????????? ???? ?????? ???????????????? ?????????? ???????? ???? ?????? ???????? ???????? ???? ?????? ??????????????????. This is not accurate: only ONE item was lost in the warehouse. I was sent back two items. This is the third time I've been told inaccurate information about where my shoes are. That said, I never received confirmation or any kind of login or anything where I could track the items I sent in. Thus, I've received three different answers to how many items were lost. They can't even keep track of what I sent in.

  ?????? ???????? ???????????? ?????? ???????????? ?????? ?????? ?????? ???????? ?????????? ???? ???? ???????? ?????? ???????? ???? ?????? ?????????????????? ?????????????? ?????????????? ?????????????? ???? ???????????? ?????? ???????????? ?????? ?????? ?????????? ?????????? ?????????? ???? ?????? ?????????? ???????????? ?????? ?????????? ?????????? ???? ???????? ???????? ?????? $????.???? ???????????? ?????????????????? ?????? ???????? ?????? ???????????????? ?????????? ???? ?????? ???????? ?????????? ??????. This is never explained on the landing page that is connected to Toms website. Please see that here: ************************************************************;They continue to reference their FAQs page that's at the very bottom at the website, however, these should be explained upfront throughout the course of the program introduction. That said, they're failing to mention that they threw away boxes and cut of brand new tags that I sent all of my items in, therefore devaluing the original product and I cannot resell. 

  ?????? ???????? ???????????? ?????? ???????????? ?????? ?????? ?????? ???????? ?????????? ???? ???? ???????? ?????? ???????? ???? ?????? ?????????????????? ?????????????? ?????????????? ?????????????? ???? ???????????? ?????? ???????????? ?????? ?????? ?????????? ?????????? ?????????? ???? ?????? ?????????? ???????????? ?????? ?????????? ?????????? ???? ???????? ???????? ?????? $????.???? ???????????? ?????????????????? ?????? ???????? ?????? ???????????????? ?????????? ???? ?????? ???????? ?????????? ??????. I do not want a "ThredUp credit", as I will not be using them again due to their shady and unethical business practices. I was originally told I would receive a "gift card" and then told it would be a "credit." I would like my payout via Venmo or PayPal because I will not be using their services again. 

  ???? ?????????????????? ???????? ?????? ???????????????? ?????? ?????? ?????????????? ?????? ???????? ?????? ???????? ???????? ?????????? ???????? ?????????????? ?????? ?????? ?????? ???????? ????????: ??????????://????????.??????????????.??????/????_????/????????-????????????????-????????????-??????-????????????????????-??????-????????????????-?????????????????? , ???? ???? ?????? ?????????????????? ?????????????? ???? ???????????????? ???????? ?????????? ???? ?? ???????????????? ?????????? ???????? ???????? ????????????????. Again, this is not explained in their original introduction to the program. It is not a usual practice to scroll ALL the way down to the bottom of the page to find information about the program: again, this is an unethical digital business practice. Please review the website here: ******************************************************
  

  ???????????????????? ???? ???? ?????? ???????? ???? ?????????????? ?????? ?????????????????? ???????? ?????? ???? ?????? ?????????????????????? ???????? ???????? ???? ?????????????????? ???? ?????????????? ???? ?????? ???????? ?????????????? ?????? ????????, ?????? ???? ?????? ?????????? ???????? ???????????? ?????? ?????? ???????? ?????? ?????? ?????? ?????? ???????????????? ?????? ??????????. This is also a lie: My biggest rub with this whole situation is that had I not reached out to ThredUp, I would have no transparency into where my items were, how much they were selling for. They continue to reference their FAQs page and say that I could have "changed the price just by asking", but when I did ask, I was not given the prices they were being sold for: I was only given confirmation they had received the products. Additionally, because customers used promo codes on my items, I received payouts that were a few dollars for shoes that originally retailed for $60-$100: this is also an unethical business practice. 

  This is absolutely not resolved and I encourage whomever the powers that be to investigate their website, how this program is displayed on it, and really take a deep dive into this immoral program. If I have to continue to argue this here, I will have no choice but to take it to the attorney general so that I can protect others from ThredUp's unscrupulous practices. 
  

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

  

  Business Response

  Date: 02/19/2024

   

   

  Hey there,
  
  We advised the customer that we applied a credit to their account under ********************* for the items in their clean out kit. We also made them aware this amount was available to cash out from our Cash Out page - *******************************************************. The balance is still available on their account to withdraw if they login to their thredup account. 

  They sent in a partner clean out kit via TOMS so any payout from their sold items would have been in the form of a TOMS gift card. However, since their total earnings from this kit did not exceed the $10.99 **************** fee, that is why they did not receive a gift card from TOMS. As a courtesy, we still issued the customer payout for the sold items in the form of cashoutable credit. 

  We apologize again the this selling experience did not meet their expectations. We have provided responses to all of their inquiries to try and provide as much information as possible. 

  Thank you,

  Thredup Customer Support

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21246722
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/04/2024

  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 placed an order on January 24. Nowhere did it explain that my order wouldn't be processed right away. They sat on the order for EIGHT days despite my emailing them multiple times to enquire about the "bundled shipping" which is not explained ANYWHERE on the website, nor are there any alternatives listed anywhere. They advertise 2-day shipping.I received an email that it was "shipped" on February 1st. It was not. It is now the 4th and ***** still hasn't posted an update which tells me they haven't picked up the parcel yet.This company has shady business practices. I emailed them twice to enquire about this order and never even received a response. They advertise a chat function and it never works. I want my money back.

  

  Business Response

  Date: 02/07/2024

   

   

  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. 
  
  It appears that the customers order has delivered however we apologize about any confusion caused by our Bundled shipping option. Our Bundled Shipping option is an easy way to combine items from multiple orders over 7 days so they ship together. Bundles will automatically close and begin to process 7 days after the first Bundle order is placed, unless the customer chooses to ship it sooner from their orders page. Our FAQ page on our shipping options is available here: ********************************************************************************
  
  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 Answer

  Date: 02/08/2024

   
  Complaint: 21243651
  
  I am rejecting this response because: Seller advertises, and reiterated in the complaint response, that there is a "chat" function to communicate concerns. This is NOT true. The 'Chat with us' option only opens an email, which they do not respond to. 

  I asked to cancel the order but my request was ignored. They either ignored the email or shipped it out of spite.
  

  

  Business Response

  Date: 02/12/2024

   

   

  We have reached out to the customer directly in regards to their order. Their order was marked delivered on 2/7/24 and we have not received a response since. We do have a chat function that is available on the Contact Us page of our site. 

  Thank you,

  ThredUP Customer Support

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21243651
  
  I am rejecting this response because:

  
  It is not true that I did not respond as stated above. The business has also not acknowledged their deceptive shipping and selling practices. 

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

• Initial Complaint

  Date:02/03/2024

  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 full of items. After almost 4 months, thred up listed the items on their website for sale. I noticed there were items missing that I had sent because I took pictures of everything I sent out. Many of my items were either lost or stolen. Thred up said my bag was being sent to another warehouse and they would check.As time went on, 4 items from by clean out sold. When I inquired about when I would be paid for those items, I was told the fees for thredup were more than the money made from my items that were sold. So to be clear, they lost some of my items while in their possession to sell, then my items that did sell I received nothing due to their exhorbitant fees. They took my items to sell, sold some of them and kept all of the money. I have received $0 for the items sold. This is stealing and can not be tolerated. I want to be paid for items sold, refund of fees for all of my pain dealing with this company.

  

  Business Response

  Date: 02/10/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We are sorry to hear that the customers clean out did not go as expected. Upon review, we see the customer sent in kit #*********** which completed processing on 12/06/2023 and regrettably, it appears that only four of the customers items sold while on consignment. All kits have a $14.99 processing fee and as the customer added **************** for an additional $10.99, the customers kit fees were $25.98. Earnings for kits will apply to this fee first before anything is made available for cash out. The customer earned $13.29 which is less than the fee of $25.98 thus nothing was made available for cash out. 
  
  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. 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.
  
  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 Answer

  Date: 02/14/2024

   
  Complaint: 21242676
  
  I am rejecting this response because: the ridiculous fees set out by Thred Up is not fair or beneficial to the seller. When you take someone's items and don't pay for them that is the definition of stealing. I sent you my items, you sold them and did not pay me for them. The time it takes the seller to pack the items, drop off the items, wait many months just to hear if the clean out bag has been received by Thred Up, then wait even more months for Thred Up to let us know items sell and then once they do sell you, the breakdown of the % to the seller are pennies. But as if that wasn't enough, then you don't want to even send the seller what is owed to them for the sell. This is the worst business model and customer service I've ever heard of. There are  multiple complaints from sellers with this company and it should be illegal for them to continue to conduct business this way. They are robbing sellers and keeping not only the profit from the sell but also overcharging in fees. I want a full refund.
  
  Sincerely,
  
  Grannetta Springer

  

  Business Response

  Date: 02/17/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We understand the customers frustration however 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. 
  
  When a customer is requesting a clean out kit, we display the service fees at the top of the page to ensure our customers are aware of the fee deductions before confirming they would like to order a kit. Our FAQ on these fees can be found here: ****************************************************************************
  
  Additionally, we provide a payout breakdown as well as a payout estimator on our Consignment 101 page that customers may use to estimate how much they may earn for items they send if accepted and sold. This is available on our site here: ***********************************************************
  
  If customers have any questions on our processes, 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 as well. 
  
  We are truly sorry to hear that the customer's experience with ******************** hasn't been as expected. 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: 02/22/2024

   
  Complaint: 21242676
  
  I am rejecting this response because:

  Thred Up refuses to make the customer whole for their loss. I will no longer do with this company.
  
  Sincerely,
  
  Grannetta Springer

• Initial Complaint

  Date:02/02/2024

  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.

  Back in August 2023 I sent Thredup a bag of mostly designer dresses some of which had never been worn to sell. I got confirmation they received my clothes. I have sent numerous emails inquiring about the status of my clothing sales without any response. Had I known I wouldnt receive my clothing back or any money for the clothing I would have just donated it to charity not a company that would make money off **** want an explanation of what happened to the clothing I sent and a fair settlement for keeping my clothing.

  

  Business Response

  Date: 02/07/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  

  Upon review, we see that this supplier sent in kit #B2MAR-3X7VD, which completed processing on 8/16/2023 and 1 item was accepted on consignment. The accepted item sold however the payout for this item was less than the customers kit processing fees thus no earnings were made available for cash out. 
  

  Our processing teams carefully review all of the items that we accept for sale to make sure that they meet our strict quality and acceptance standards. While the items the customer sent may have met some of our criteria, our team has to be selective to meet our current inventory needs and 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 which is why only one item was accepted. 
  
  Were confident that this kit was processed according to our standards, and our ultimate goal is for everyone to have the most effortless clean out possible. Should the supplier have any further questions regarding this cleanout, they are welcome to reach out to our team directly via thredUP.com/contact.
  
  Thank you, 
  
  
  ThredUp Customer Support Team 

   

   

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21236220
  
  I am rejecting this response because: I was never notified that my dresses were not accepted and did not have an opportunity to request my merchandise be returned to me.  I was not informed one item sold or that there was a processing fee that would negate any payout.

  Thredup did not email me or make any attempt to contact and ignored all my inquiries as to the status of the dresses I mailed.  Clearly this business not only has poor customer service but stole my clothing.  Shame on them stealing from the elderly!   

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

  

  Business Response

  Date: 02/10/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We apologize about any confusion however 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. 
  
  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. Due to our processing volume, our teams do not have the capacity to notify customers of their rejected items and wait for a response which is why this service is offered. 
  
  Various articles can be found in our FAQ section (thredup.com/support) and Terms of Use (*********************************************************) that discuss this service. Additionally, our support team is always available for assistance if sellers have any questions on our process.
  
  Regarding our service fee, our service fee is clearly displayed on our clean out kit request page prior to a customer requesting a kit and our FAQ section explains how this process works regarding payouts here: ****************************************************************************
  
  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 Answer

  Date: 02/12/2024

   
  Complaint: 21236220
  
  I am rejecting this response because: ****** changed there policy several times after I sent my clean out bag to them, they did not respond to my emails concerning the status of my merchandise, they have numerous complaints from other customers that were also scammed, and they offer no compensation or detailed account of what sold and what didnt and the reason why.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/31/2024

  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 have been unable to get the cash from the items I sold. No one from customer support has responded to me and Ive emailed them several times. *** tried multiple times to have my money transferred to my bank account. I need a code to do that but the codes either dont come or if they do come (several hours later) they dont work. They seem to be keeping my money.

  

  Business Response

  Date: 02/07/2024

   

   

  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 2/01/2024. 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

  Date:01/30/2024

  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.

  ThredUp has sold several items and claims I have received a payout when in fact I have not. Emails and website show when items were sold and the respective cash back amounts which are small but have not been received. 12/5/24, 12/22/24, and 1/21/24 dates items cleared the waiting period for returns.Cash back balance online shows $0 and payout was received but this is false. Attempts to reach thredup through email and chat are an endless robotic loop not addressing my question of where is my cash back? This company has no principles to its suppliers.

  

  Business Response

  Date: 02/07/2024

   

   

  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 2/01/2024. 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

  Date:01/29/2024

  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 submitted clean out kits with them before and was very pleased. I submitted two massive kits on 5/23/2023. My things were mostly new with tags, or aorn once and washed, no pilling, name brand items. My kit was supposed to be processed in under 60 days and it was not processed until 09/2023. Then the total sold was ***** but all I got credited was almost $ **** when I contacted them they said that I didn't get that total because of the fee they charge to list each item. On one kit they say I made like ***** but they then charged a ***** fee so I made nothing. I provided a screenshot where they sold a new pair of **** blue jeans that retail ***** and they sold for 2**** then they say I got 16% which came to $3.52.I feel very taken advantage of and now realize they are scamming people who utilize them for what they say is their mission. I am providing screenshots to show what I say is true.

  

  Business Response

  Date: 02/07/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We are sorry to hear the customer's clean out did not go as expected. We have taken the liberty to reach out to this customer directly in order to explain the breakdown for their kits and earnings.
  
  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 

   

   

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21214919
  
  I am rejecting this response because:
     did try to work the business and I think charging ***** per kit is a big form of scamming the customer. I sent new or almost new items and they say I earned x amount which happens to be **** more than their fees.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/21/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Our team reached out to the customer on 2/14/24 to explain the way our fees work. The customer sent in two kits for processing in 2023. Kit B2JW3-YP579 earned a total of $5.32 while kit B2HD7-NHKH6 earned $17.37. Processing fees are deducted from each kits earnings and each kit had a fee of $17.98. Since each kits earnings were not enough to cover the fees for each kit, nothing was available to be cashed out. 
  
  Our fees are displayed on the clean out page when the kits are requested and in our FAQ here: ****************************************************************************
  
  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 Answer

  Date: 02/22/2024

   
  Complaint: 21214919
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************