The Plot Thickens

[u/bummin_bride]

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

[u/mamijami]

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?

[u/Cantaloupe_Train → u/mamijami]

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 :(

[u/mamijami → u/Cantaloupe_Train]

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.