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:01/24/2024

  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 in mid December 2023. I received notification on January 22, **** that my items were ready to be reviewed. At that time I noticed that there were (10) items of clothing that were not showing. I reached out to a representative by way of chat and I was informed that on (1) item there was no size label and therefore it went against their policy. I was told the remaining items were not deemed to be in well enough condition to be resold on consignment. I sent the chat representative photos of the items I had sent in and you could clearly make out the actually tags on some of the clothing as they were still new and never worn therefore they would be in excellent condition. The representative stated that my items were unrecoverable. I have photos of (28) items that I sent in and (10) of these items are missing. I believe that these items were stolen from me. I believe this is an ongoing practice with Thredup and they should not have a A rating as a business and customers should be warned of this practice.

  

  Business Response

  Date: 01/31/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, we see that this supplier sent in kit#B2KK9-WX2GE, which completed processing on 1/22/2024 and 18 items were accepted on consignment. 
  
  While some of their remanining items may have met some of our criteria, our team has to be selective to meet our current inventory needs. To ensure ThredUp continues to be the place where you can confidently shop the most up-to-date styles, 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 appears to be the case with the remaining items not accepted from this kit.
  
  Were sorry to hear that the customers clean out did not go as expected. Per our Seller Terms of Use, We may reject an item for any reason., and do not guarantee acceptance that every item we receive will be accepted for consignment. These terms can be found here:(*********************************************************)
  
  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: 01/31/2024

   
  Complaint: 21192589
  
  I am rejecting this response because: the New items with tags were in excellent condition and were items that ThredUp is advertising the season of clothing it belongs too. The spring/summer dress
  And all of the pants were Capris so these items were coming into season. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/07/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We understand the customers frustration however we do not guarantee acceptance on any specific items regardless of whether they are a category listed in our selling guide as inventory is always changing. 
  
  For this reason, we offer our **************** so that if we dont accept a customers items, we can return them for a fee deducted from their kit earnings. If a customer would like to have their unaccepted items returned to them, our **************** service 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. More information can be found in our Seller Terms of Use: ***************************************************************;
  
  Ultimately we do our best to provide our customers with all of the information they need to determine if thredUP is the best service for them, and we are sorry that things did not work out the way the customer had hoped. 
  
  Thank you, 
  
  
  ThredUp Customer Support Team 

   

   

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21192589
  
  I am rejecting this response because: these items they say were rejected I purchased from thred up. And still have the original tags on them. 
  

  their second response is almost virbatum from their first. A complaint against this company should be visible to  the public. They are set up so consumers cannot leave a ****** review about their business. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ThredUp website falsely advertises free 2-day shipping. It blatantly misleads customers without notifying of a 12-day process timeframe. Additionally, the company is dishonest about the shipping consolidation process, by falsely advertising an option to ship items separately when stored at different warehouses.On 1.19.24 I purchased 7 items, totaling roughly $128. Free 2 day shipping was advertised on all but 1 garmet. 6 of the 7 garmets ordered stated they were located at the *******, ** warehouse. I am in ****************** , ** (less than 1 hr away) and thus I elected to have these 6 pieces mailed directly to me via Standard (not bundled) shipping. This was also in effort to avoid waiting on the 7th item (located in ** at the time of order submission). Despite this strategic effort on my part, I apparently will still need to wait for all items to arrive In ******* and ship together. This is unacceptable and a blatant misrepresentation of the information provided on your website and during checkout. Additionally, at the time of last review, all items are now apparently in *******. Even still, no shipping details are available and customer support can offer no additional insights.Customer support provided unhelpful, pre crafted responses that did nothing to offer an acceptable solution for this shipping issue (see transcript below). ******* offered generic details regarding a "new" practice of consolidating orders and a 12 business day processing timeframe. As you can imagine, 12 business days is a far cry from the advertised 2 day shipping! I am out of time to purchase additional garments for an important event, occuring in less than 2 days. I still have NO tracking information on my shipment and no idea when it will arrive.

  Customer Answer

  Date: 01/24/2024

  Hello,

   

  I recently submitted BBB Case 21179146 regarding ThredUp's inaccurate shipping timeframes.

   

  ThredUp has promptly responded and resolved my concerns.

   

  Please close this case as resolved.

   

  Thank you for your assistance.

   

  Best,

  ***************************;

• Initial Complaint

  Date:01/21/2024

  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 mailed my clothes for them to sell, I paid extra to have my unsold items returned. They tell me they sold my clothes but never gave me any money. I asked for my items returned twice with no response.

  

  Business Response

  Date: 01/31/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, it appears that the customers earnings were less than their kit processing fees. Due to this, no payout was issued as sellers may only cash out the amount that is more than their kit fees. Weve reached out to the customer to provide this explanation.
  
  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:01/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a bag to this company. The return was on January 2, ****. And the return was in bound on January 4, ****. But its now been over two weeks and they still havent refunded me. They owe me $93.08 back to my original form of payment. When I contact them they dont answer me. And the same link to the return says the same thing for over two weeks. Basically its fraud behaviour. I returned it and they owe me that money. Its a disgrace and I need help to get me my refund in a timely manner. Here is the return number *******. This is the order number SWTUAOVBP2OX

  

  Business Response

  Date: 01/29/2024

   

   

  Hey there,

  Upon review, we can confirm that this matter has since been resolved by our Customer Support Team via email as of 1/22/24. 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

   

   

  Customer Answer

  Date: 01/29/2024

  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

  Date:01/20/2024

  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.

  My kit B2QVH-55DQ9 was processed in November and I checked in November that several of my items were sold. They were all sold within the consignment period. I was waiting for my payout but never received it. My items are still listed on the thredup website as sold. I want an explanation for what happened to my items.

  

  Business Response

  Date: 01/29/2024

   

   

  Hello 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

   

   

• Initial Complaint

  Date:01/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thredup is a consignment shop I have been using since 2014. I send in items and sell them online and receive a payout for items I list. If the item doesn't sell after a certain timeframe then it will get donated. I sent in a bag (Bag # B23H6-VF7R9) and it was processed on Jan 10, ****. I was given a chance to edit the listings to change prices if I need from the process they suggest I sell it for. There was a pair of Cole **** boots in size 7.5 that was suggested I list it at $93.00 so my payout would be around $45.00 or so. I thought it was kind of expensive for consignment so I changed it to $75.00 and my payout would have been around $35.00. After editing it it said it would list in 24hrs and it gives a window of 45 days before it expires meaning nobody bought them . After about two days of not being listed I contacted thredup and asked why hasn't it been listed and why It was now expired when it was never even listed. They said they lost the item in processing and the payout was Zero anyway. I would like the original payout. I would not have sent these boots that I bought for almost $300 to begin with but I need money as a single mother and have always been able to count on thred up for extra money here and there. I think its outrageous they lost my item and saying it was zero payout after suggesting it should be listed around $93.00 , its not my fault they lost it. Please help me I really appreciate the help.

  

  Business Response

  Date: 01/27/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, it appears that the customers item was regrettably lost and our team did issue a payout for this item. The customer was sent an email on 1/20/23 confirming this payout. 
  
  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: 01/27/2024

  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

  Date:01/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent ThredUp a box containing approx 50 items of clothing, plus shoes and boots. As I have done in the past, I paid $12.95 for ***************** which meant that whatever items ThredUp did not list for sale would be returned to me. All of my items were in good, very good, excellent or new condition, and most were what ThredUp considers designer brands. When my items were posted for sale, approximately 35 were missing from the posting. I contacted ThredUp, and they said that some items would be returned to me, having not met their standards for sale, while the others were responsibly recycled. The terms of the **************** agreement were that *all* of my unlisted items would be returned to me, and none recycled. I also noticed that what ThredUp did choose to list were not my most attractive items, and that the most appealing items (cashmere sweaters, expensive shoes, beautiful designer shirts that no longer fit) were responsibly recycled. I believe that ThredUp staff members took my missing items under the guise of recycling them; perhaps they mistakenly believed I had not paid for ****************. I have heard of this happening before, when a friend sent in her best consignments without ****************; they were not listed on ThredUps site at all, with no further communication from them. Years ago I also sent in a beautiful pair of almost new leather boots; when they were not listed, they said the heel had broken and they had thus been recycled. From then on, I always used ***************** without any problems. I am seeking compensation for the ************************************************************* ThredUp is no longer responding to my emails, after stating that an agent would be in touch with me two weeks ago.

  

  Business Response

  Date: 01/27/2024

   

   

  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 1/20/2024. 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 

   

   

  Customer Answer

  Date: 01/27/2024

  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

  Date:01/19/2024

  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 with thredUP on January 10th. since then *** tried to reach out to them many times through all of the different channels they offer, including the chat, app email and social media accounts. I have not received any reply or any contact from any representative from thredUP since January 12 when I received a notice that my pack package had shipped. After many days of waiting for the package to arrive, I went to track the package through *** and the tracking information said that they had not yet received the parcel to ship. till now there is still no tracking information available for my order and I have not heard any response from thredUP customer service representatives given that it seems like Im not going to receive my package. Theres no response from their end, I am being charged for a product Im not going to receive. I want a full refund for this order. I think it is also reasonable to enforce a mandate that companies must have a phone number for customer service that is manned at certain hours of the day. If there only forms of customer service are unreachable, then there is no customer service.

  

  Business Response

  Date: 01/27/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  We apologize if the customer was unable to reach our team but can confirm that contact was made on 1/19/24 both via email and social media. 
  
  Upon review, we can confirm that this customers order delivered on 1/22/24 per the tracking found here: ********************************************************************************************************************. Our delivery commitment is for orders to deliver within 3-8 business days from the date they ship, this shipment however was delivered within our commitment window, however recently our carriers have been experiencing weather related delays that are outside of our control which may attribute to why the customer may not have seen any updates on the tracking. 
  
  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 

   

   

• Initial Complaint

  Date:01/18/2024

  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 an order to thred up in early January and my tracking says it was shipped on January 11th. When tracking it, the information was wrong every single day for almost a week so after contacting *** and the local ***** I was told to contact thredup directly. Since this company does not have a public contact phone number, I emailed them twice at first and then another two times over a 3 day period. As of the time of this complaint, I still have not heard anything back,

  

  Business Response

  Date: 01/24/2024

   

   

  Hello,
  
  Thank you for bringing the customers concern to our attention. 
  
  Upon review, we can confirm that this customers order was delivered on 1/19/24. We have reached out to provide this information to the customer and apologize that the customer was unable to reach our team. We have forwarded their feedback to our operations teams. If any further assistance is needed at this time the customer is welcome to reach back out to their point of contact.
  
  Thank you, 
  
  ThredUp Customer Support Team 

   

   

  Customer Answer

  Date: 03/05/2024

  Please see attached response 

  

  Business Response

  Date: 03/06/2024

   

   

  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. We do not have a phone support number however 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 in our previous response, the customers order was updated to reflect it was delivered and we did advise the customer of this and have taken their feedback into account.
  
  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:01/18/2024

  Type:Order 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 clothing and shoes to thredUP to be sold. The majority of the shoes I sent almost 20 pairs that were brand new or worn a few times. For medical reasons I decided to sell them. They never made it to the website for sale. The items that were posted and sold I made a profit of approximately $17. That is not available to me. I dont think this company has good intentions when people send their items for resale. I went on their ******** page and saw that several people have had issues with this company. ThredUP needs to be looked into something seems off about their business practices.

  

  Business Response

  Date: 01/24/2024

   

   

  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 1/24/2024. 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 

   

   

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21162231
  
  I am rejecting this response because:

  I also asked what happened to the several pairs of shoes I sent that were never posted for sale.  I pics from the bag I sent. ThredUP is not designed for people to make any profit for the items they send to them to sell.  This is a scam organization. They get all the profits and using the shipping as a reason not to pay. A lot of people of their ******** page have the same issue.  Not paying people for their items. I see a class action suit in the future for this company.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 02/05/2024

   

   

  Hey there,

  It looks like the customer did not respond to the email one of our agents sent them on 1/24. This email advised the customer that there is a $14.99 fee that applies to all of our Clean Out Kits. When requesting a Clean Out kit from our site, it does state this fee is deducted from kit earnings. Since we are consignment based, not all items sent in to us are accepted. The customer was also advised, "Sending in new items or more expensive labels doesn't guarantee or increase the chances of an item being accepted. Items will be accepted based upon quality, seasonality, salability, and a wide range of other determining factors."

  The customer is able to select our **************** option that says "We'll return the items we don't accept back to you" while they are requesting their kit. Any items that are not accepted, get recycled to ensure they do not end up in landfill.

  Thank you,

  ThredUP Customer Support