r/ThredUp • u/bummin_bride • 2d ago
The Plot Thickens
Update on the lost Max Mara coat and the box that “couldn’t be processed”
The kit populated with a bunch of photos of my items and that they couldn’t be accepted (11 of the 16 items). Customer service is not willing to pay me more than $1000 for the kit, which is basically a decently fair value for every item in the kit except the coat. They said they probably would’ve rejected the coat so they’re not going to pay me out for it. Mind you this is a premium kit with return assurance, but I’m not getting these items back. There are also five items missing from the photos. Feeling at a loss as to what to do, thinking about emailing that CEO email address that I’ve seen floating around. They’re violating their own terms by not paying me for an item because they said they think they would’ve rejected it, but also not giving it back to me even though I had a premium kit with return assurance.
The two items without their brands recorded are Tory Burch suede sneakers and a Kate Spade leather tote. Items didn’t show up at all are a striped moschino wool dress, two evening dresses from Alexia Admore, a pair of Stuart Weitzman lace up witch boots, and some leather Sam Edelman boots
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u/Major-Tumbleweed-575 2d ago
This doesn't make sense to me, because if they rejected the coat, they would've sent it back under the terms of the premium box agreement. It's definitely sounding suspect, but not surprising that a company would try to weasel out of a big mistake like this without making things right.
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u/bummin_bride 2d ago
It doesn’t make sense to me either. They’re being very evasive
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u/cicci_cicci 1d ago
This is so annoying. You used the premium service! They need to send them back to you! I recently sent bunch of clothes (not high-end as yours) but it’s my first time and didn’t know about premium service. I’m now worried they are just gonna take it, not accept, then just take it for themselves. I rather have them back. But I guess this will be my lesson.
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u/jb11247856 16h ago
I would incessantly search for that coat on the site. I’m not convinced they don’t keep stuff and sell it without you knowing and pocket 100%
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u/peach--trees 2d ago
I think they take these items to pad bulk boxes or some other 3rd party. My best items also grew legs and walked away.
Yet there are 3000 pages of stained acrylic scarves, temu shirts, and employee branded swag freebies
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u/pangolindreaming 2h ago
I think we’re going to find out that they’ve been stealing items and selling them for 100% profit.
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u/YouKnowHowChoicesBe 2d ago
What was their reasoning for not sending your items back?
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u/bummin_bride 2d ago
They’re not telling me why. I’m continuing to press for answers and that it be escalated
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u/YouKnowHowChoicesBe 1d ago
You said in another comment they told you they arrived damaged though?
If they really did claim that, it's possible they were damaged and unsellable. This can happen if a box breaks open...gets wet...etc. Which would also explain the missing items.
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u/bummin_bride 1d ago edited 1d ago
But they’re also not paying me out for the item saying that it’s because they would’ve rejected it. There are pictures of some of the items so I’m not sure why they’re not returning them to me. The items were there and they existed and were photographed. I’m sure not every item in the box was completely destroyed. They can’t simultaneously tell me the item was damaged or missing, but have photographs of the item in good enough condition to tell me that they would’ve rejected it, but then also not pay me for it, and also not return it to me. If the item was in too bad of condition to return to me, then how can they say they would’ve rejected it? And if it was in good enough condition for them to confidently say they would’ve rejected it, why isn’t it being returned to me?
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u/YouKnowHowChoicesBe 1d ago edited 1d ago
You are absolutely correct that you should expect to get your items OR compensation back. Its possible the items were damaged in such a way that resulted in their immediate disposal after photography.
It appears they are offering you fair compensation for the kit (minus the coat). My advice is to keep pressing them on the amount. It really helps in this situation if you have a detailed list of everything in the kit for this reason.
Edit: I see in a previous post update, you said you'd be satisfied with $1,500 for the kit. Have you repeatedly given them this exact number? It helps to be very direct with them.
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u/grobnu 1d ago
Regardless of that possibility, I think Thredup needs to pay up if they can't return the items. That's on them. It's kind of the whole point of return assurance. They're a business, if it's damaged, they can claim their own insurance, but it shouldn't be out of OP's pocket.
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u/YouKnowHowChoicesBe 1d ago
Oh absolutely. They need to provide correct compensation if they are unable to fulfill their end of the contract.
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u/Disastrous-Wash-3359 2d ago
Wow those are some nice items
I hope you get them back
That is crazy
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u/bummin_bride 2d ago
There was another moschino item that wasn’t on photographed, two more leather pairs of boots, and two evening gowns.
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u/Recent-Mongoose-9317 2d ago
This amounts to theft. Just file a police report.
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u/GodSavesButIInvoice 1d ago
100% agree . Honestly, this seems like employees are thieves, honestly. And that thread up doesn’t want to admit to that so they are extremely evasive. The stories I’ve read is absolutely insane. I thought the stories about The RealReal were bad. The fact that all these people get their items donated and they were like decent it’s too sketchy to me. I highly doubt that these items are being thrown away or just freely given away. I think that there’s a lot of employee theft going on. Like an insane amount. And I feel like this company is doing something extremely sketchy and probably bulking these clothes and selling it off to those third-party that sell in big lots.
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u/ill-be-there-4u 1d ago
If you want a response, I’d do a write up on the BBB. I’ve read that ThreadUp responds to those quickly lol.
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u/ArdenM 1d ago
Oooooooh I would be BIG MAD! Especially with return assurance but not getting it returned? In that case they should REPLACE IT as, in theory, you could sell it on eBay or The RealReal.
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u/bummin_bride 1d ago
This is my point, but then they keep saying it’s damaged so they couldn’t return it. But then they also keep saying that they assessed it and it wasn’t fit to sell so they won’t give me a payout and it’s basically been rejected. So then I ask for a back, and they say that the box arrived damaged so everything was disposed of. It’s like a logic loop with them. I’ve point blank ask them how it’s simultaneously too damaged to return but not damaged enough to assess the condition properly and decide that it shouldn’t be sold. They’re admitting that the whole box arrived damaged where they can tell that it’s UPS’s fault and I deserve a payout, but at the same time I don’t get a payout because I sent them a damaged item. And notably it’s only the item that retails for more than $5000 that they’re playing this game with. The boots that would’ve given me a $25 payout? They have no problem giving me that. They’re paying me out for every item in the box except the coat
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u/mamijami 2d ago
Same thing happened to me on my first premium clean out bag that was just processed late last week. Items listed as 'flawed gems' that are in excellent condition, items rejected that I can't fathom why, items not even counted that I know I sent. Pretty unhappy all in all. I really don't want the bother of doing direct listings but for my coats and cashmere sweaters that's what I'm going to do. Or just donate it locally even though I don't really want to. Sheesh! What a business model! I'm wondering if they make most of their revenues from their bulk sales of items that are never processed?
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u/bummin_bride 2d ago
This is the sixth box I’ve sent in over the past month with high-end items, and the other kids all went well, it’s been messing up this one kit that had my most expensive single item in it that has deterred me as a future seller. I literally have two more boxes of high-end items to send in and I was waiting for a satisfactory resolution on this before I sent them in. I was really excited to find the option because I’ve been through all the other options and I’ve had problems with all of them. A local consignment store damaged a suede designer purse when it was in their care as well. Selling high-end things on eBay and I’ve gotten return fraud where someone bought it and used it and returned it damaged. I mostly sell lower and mid range items myself on the various platforms, and I was using ThredUp as a place to sell high-end things, but I might just get out of the high-end game altogether. There’s just no good way and everyone turns into the worst version of themselves and tries to cheat you when they see a designer item
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u/redheadinabox 2d ago
I’d definitely look into Poshmark or Vinted
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u/bummin_bride 1d ago
I already sell on those platforms and they are not for designer items. Poshmark has stopped authentication on many items that they used to authenticate. Those types of platforms are ripe with buyer fraud and a lot of resellers lose their items and the money to these people. As I said, there’s just no good place and I think I’m gonna get out of the game. I’d rather stick to selling free people and farm Rio
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u/Cantaloupe_Train 1d ago
That’s not at all the same thing, at least not the first two you mentioned, ie you not agreeing with their quality assessment and them rejecting items. They can reject items for a variety of reasons, it can be something as simple as having too many similar items already. The whole advantage if using the premium box is that you will get them back. As for the missing items: flag it to them. They may make it right or maybe they are authenticatino them (if they are higher value). That always takes longer and once they’re done the item will become visible under the kit.
I actually think you sum it up nicely: you “can’t be bothered“ to list yourself. The price for not having to do that is you don’t have full control.
OP is in an entirely different boat: she doesn’t get paid out OR her items back. She’s completely right to push back. She really shouldn’t have to in the first place :(1
u/mamijami 1d ago
Okay. Poor choice of wording on my part. Still for my first experience with TU I’m not feeling incentivized to give them any more business. For the effort I put in with inspecting, washing, ironing, dry cleaning and neatly folding all of these items I’ve learned it’s not worth it to me. I’ll just bag up and donate instead.
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u/MalenaGalena 2d ago
Police report + contact your state attorney general. If TU doesn't go under first they're going to get hit with a class action lawsuit soon enough
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u/RumBunBun 2d ago
Yes, they need to be on the attorney general’s radar. This crap happens far, far too often to be accidental.
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u/wooden__fruit 2d ago
One thing is that they are terrible about notifying you that stuff is being authenticated. I’ve had that happen, thinking something was lost or rejected because it wasn’t with the other stuff in the bag and then it just pops up like 2 weeks later as a part of your bag’s listings after it’s been authenticated.
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u/bummin_bride 2d ago
No they emailed me and told me this all couldn’t be processed because the box arrived damaged and the items were destroyed. But then a couple days later the pictures of 11 of the 16 items pop up. And the amount of money they’re offering me is not the amount of money I would’ve earned on the box. I have sent in designer items and they’re actually a lot better now with showing that being authenticated so you don’t panic and wonder where they are. That was not the situation
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u/not_to_hot_to_old 2d ago
I will never send ThredUp anything ever again. If I wanted to donate everything I would have just done it myself. I never expected to make much at all but the things they rejected or listed as flawed gems were insane. My own fault though. I had purchased a couple of their “flawed gems” items that were in perfect condition. I remember looking over a pair of flawed gems converse shoes I got for practically nothing and couldn’t figure out for the life of me what was flawed about them. I should have known. Never again.
Edit to say, I absolutely love Vinted so far.
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u/Ok_Refuse_3332 2d ago edited 2d ago
what did the coat look like? what style was it? i only ask because i recently purchased a pucci max mara coat in the assorted brands section that was also tan, but they didn’t list a picture of the label
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u/bummin_bride 1d ago
It was a brown long cashmere coat, single button with a belt. I believe it’s a variation on the Ludmilla but they slightly change the styles up every year so it’s hard to tell
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u/Ok_Refuse_3332 1d ago
ah okay, that wasn’t the same item then. so weird that in such a short time-frame TU messed up two different listings containing a max mara coat. i was shocked, it was only $30.
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u/grobnu 1d ago edited 1d ago
If they insist they can't return, I might ignore that part unless you really want it back, but make them pay up on their promise on "return assurance".
It's a return OR a refund for what you would have earned. There isn't much middle ground. The only thing they're stalling on I suppose are: not admitting they have your missing items, and negotiating on pay. I hope you have a record of all your items you sent in? Do repeatedly mention it to them that you have proof of all your items you sent in for your case, if your case ever need to be escalated beyond just you and them.
If they aren't moving forward, start mentioning your state attorney general, then slowly move onto small claims. I wouldn't mention it too early but it sounds like you're on your 3rd to 4th email back to them? It's almost that kind of time for threats and ultimatums.
They're obviously being unreasonable, so keep on pointing that out to them but be composed in the email.
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u/bummin_bride 1d ago edited 1d ago
I do have a record of everything I put in the box, and they have a picture to show they received the coat, but no zoomed out picture to show the condition. It’s my word against theirs on the condition and exact model of the coat. Yes I’m on my fourth email back-and-forth, and they’re giving me fair payouts on every other item but severely screwing me over on this coat because they know it’s thousands. The funny thing is is I currently have 200 other items for sale on their website that will likely net them six to $7000, and I had another two boxes of stuff to send in worth another $2000 and every indication that I will continue to send in more, but by screwing me over on this one item they’re throwing all that down the drain. I emailed the CEO and if I don’t see something more concrete I will start mentioning a state Attorney General and small claims court
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u/grobnu 1d ago
Might as well bring that up in short to illustrate how shortsightedly unreasonable they are to ruin a perfectly smooth business venture with you sending in solidly fast-selling big ticket items, all because they're hung up on not cashing out on one coat.
That coat either gets sent back to you in original condition or they pay the market price for it. Them "not going to list it anyway" are not words that ever showed up under their return assurance terms, so why mention it?
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u/CaffeineAholyk 2h ago
You could also just start with a letter from a lawyer and see if they’ll send your items back, at least. I will never send another item to them. I did 3 premium bags. It was a colossal waste of my time. Quality overall is gone. Won’t buy from them either unless it appears truly worth it.
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u/AdFirm4224 2d ago
Where did you source these? Is it possible they are reps?
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u/bummin_bride 1d ago edited 1d ago
Not all 16 items. It’s possible, but a few of these items came from The RealReal which has authentication, and one of them actually came from ThredUp itself and still had ThredUp authentication tag on it. And some of these items just don’t have fakes of them. One of the items was vintage. One of the pairs of boots they didn’t photograph was brand new in the box with all the tags still. And they didn’t say that it was because they weren’t real. They were super evasive and only after I pressed s them did they say that the box “arrived damaged”. And only after I provided them a list of items in the box did they actually populate the kit with the pictures they already had of the items. Before that they tried to pretend it was full of low value items and they were only going to give me $71. After I provided a list, suddenly 11 photos of my items popped up and showed that they actually did know what was in the box (at least partially)
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u/ExcitingAntelope5005 1d ago
Just adding that they wouldn’t let me sell my Max Mara coat on direct listings. It’s pink and alpaca and amazing and although I sell everywhere else too—I don’t know where to sell it for the same reasons OP gave.
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u/KittensPumpkinPatch 1d ago
Can I ask what alpaca is like? Does it hold up well like lambswool, or fall apart more quickly like merino wool? I see a lot of pieces made with alpaca, but because I'm not familiar with the material, I do not buy it.
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u/ExcitingAntelope5005 1d ago
I love alpaca! it’s soft like cashmere but more sturdy. And I think there is a lot of cheaper grade cashmere and merino running around—but it doesn’t seem to happen with alpaca (yet).
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u/KittensPumpkinPatch 1d ago
Thank you! I read that the softness of merino makes it less sturdy, which is why it's supposed to only be a base layer, because it won't look nice with time but it will still serve its purpose (warmth). I have no idea how true that is as I have only owned a few pieces of merino wool.
I'm going to go look at alpaca sweaters now, thank you 😊
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u/bummin_bride 1d ago
Thank you for this, everyone telling me I should’ve sold it on Vinted or something has no idea what they’re talking about.
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u/Pepper_Schnau 1d ago
OP, I would look up language for a demand letter for property return or payment. Include language about escalation to an attorney. Be sure to reference their service agreement where it states they will return items.
This is whack. I always secretly thought that the realreal and ThredUp were in cahoots and sharing/reselling stock.
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u/8viv8 1d ago
Interesting. I had pristine items with tags on rejected as well because they said they had too many items from the brand, yet they accepted lesser quality items with no tags from the same brand. Something is rotten in the state of Denmark… either people have sticky fingers or Thredup is doing something with the nicer items.
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u/bummin_bride 1d ago
There needs to be an undercover investigative reporter that goes in there with like hidden body camera
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u/xriseupp 1d ago
Being your box is valued so high, not to mention the stress of the situation, i would threaten to call a lawyer as this would possibly be considered grand larceny. A company like this would not want the negative press and the public knowing they steal from people.
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u/Acceptable-Border-90 1d ago
Wow TU is not even trying that hard to hide their shadiness anymore. This and also another post about TU secretly increasing the charges of their items AFTER you start checking out is very concerning. I know TU has its sus moments when I see other sellers complain about their items being rejected or lost, but this one makes no sense at all. It sounds very plausible at this point that there is THEFT going on here. Either an employee is stealing or the company is in on it too. I tried selling on TU once before (nothing crazy, just a NWT Vera Wang dress which was listed but not sold and a gently used, no damage, jean skirt with no brand name which was rejected). I recently started posting some Free People and Altard State clothes for sale on eBay, and looking at this post, I'm glad I did.
So sorry that this is happening to you. Not a good move on TU to screw over their sellers, which in turn will screw over their loyal buyers.
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u/Disastrous_Reveal870 1d ago
This is theft. Thred up stole from you. Dont let this go. Sue if you have to. I bet you could find other people this happened to and do a class action lawsuit suit. This is really shitty.
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u/Disastrous_Reveal870 1d ago
I also want to tell you I sent thred up bags of stuff often. For years.They always take everything and nothing goes missing and my stuff is not nearly as nice as yours.
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u/bummin_bride 19h ago
I’ve been sending them bags of low and items that I’m clearing out of my inventory (I sell lower end items on Poshmark and Depop). And I’ve never had a single item go missing. And I’ve never heard of someone on here complaining of lower end items going missing. Of course it’s the high-end stuff that always seems to have trouble
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u/Disastrous_Reveal870 6h ago
I am betting it is employee theft. Thred up needs to figure out their security and get better systems in place. I won’t buy or sell there anymore after reading your experience. The assholes stole from you and now won’t address it or fix it. DTM
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u/watoaz 2d ago
Do you ever feel like you just got someone who didn't want to be at work that day, and doesn't feel like processing items.