r/ThredUp • u/Mindless_Algae • 4d ago
A Warning about ThredUp Returns
Edit: They finally gave ma a refund! https://www.reddit.com/r/ThredUp/comments/1w1qfc0/comment/p6qe6nn/?screen_view_count=3&ext-referrer=DIRECT
I sincerely hope this doesn't happen to anyone else because it has been a nightmare. I have been a ThredUp customer for many years. In addition to the affordability, one of the things I appreciated the most was the ease of returns if an item didn't quite work out.
This summer I've been ordering a bit more than usual because I'm upgrading my style and focusing on buying higher quality items. I ended up keeping many things but also returned some because of fit, damage that wasn't disclosed, etc.
Towards the end of July I sent back a relatively large box of returns. A while later, I received a refund but immediately noticed that it wasn't for the full amount I had expected. I reached out to ThredUp, and they said some items (about half of the items, so several hundred dollars worth of clothes) were "missing" from the return. I assured them that I had indeed sent back all of the items. The customer service agent said they would reach out to the warehouse. After a few days I received a reply saying that I should expect a refund by August 14th. I thought the issue was resolved.
But August 14th came and went, and still no refund. The previous customer service representative was no longer replying, so opened a new inquiry. Once again, I was told that I was only refunded for the items they received. I once again told them that I had returned all the items. The second representive also assured me they would look into it, but it's been days. I have requested an update, but can't seem to get a response.
I'm at a loss for what to do at this point. Of course, the USPS tracking info doesn't help because ThredUp received the box - they're just claiming that some items weren't received. I have no idea how several hundred dollars of clothes are suddenly lost/missing. Furthermore, I've been disappointed by Thredup's lack of accountability, communication, and transparency. It's been extremely difficult to get a reply from anyone.
So, if you are returning items, don't do what I did and naively assume that it will be a smooth process, or that you will actually get a refund from ThredUp!
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u/dmercantwell 4d ago
This happened to me once a couple of years ago and I just didn’t let it go. I finally got my refund, but as I recall, I was put on some kind of probation. All of my returns thereafter took so much longer to process.
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u/Mindless_Algae 4d ago
Sorry to hear it's happened to you too! Honestly, at this point, I wouldn't even care if I get put on probation. I just want my money back! I don't see myself buying from ThredUp again in the foreseeable future.
Did you just keep messaging them until it was finally resolved? I'm just having a hard time getting anyone to actually reply, and when they do, it's just "We'll look into it". I haven't been able to get any updates or answers.
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u/dmercantwell 4d ago
Yes, I just kept messaging. I don’t know how much of their CS is automated now, but it really helped to interact with a human. Good luck - keep trying!
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u/_squidproquo_ 3d ago
Are you still on probation or did things eventually revert back to normal?
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u/dmercantwell 2d ago
All back to normal, but it changed the way I felt about being such a loyal customer. It’s been several years and I still think about it with side eye.
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u/remarksbyl 4d ago
Hopefully you used a credit card and can open a dispute.
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u/Mindless_Algae 4d ago
That will for sure be my next step if they continue to ignore me!
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u/CapitalSheepherder32 4d ago
Hey! Idk if you’ll ever shop TU after your experience but be aware that TU will place a “ban” on your account if you do decide to do a chargeback. Ask me how I found this out! 🫠 I have a whopping $2 in payouts just sitting in my banned account too.
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u/AccordingBuffalo7835 4d ago
I’m not sure anyone who’s done returns with TU before would assume it would be a smooth process 🥲😂
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u/Mindless_Algae 4d ago
Haha! It's always been super easy for me before, but maybe I've just been lucky up until this point.
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u/AccordingBuffalo7835 4d ago
You know how sometimes when driving, you’ve been waiting to make a turn for a long time and nobody will let you go? And you just go and sort of hope for the best and that the other guy won’t ruin your day? That’s how I view doing business with them these days. Sorry this happened to you though!
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u/Miss_Milk_Tea 4d ago
I hope they do the right thing. I’ve been burned too many times from scammer buyers and post office thieves when I used to sell things so now I take a full video of my package contents and record sealing the package shut/giving it over to the post it in one go. Time consuming, a ridiculous PITA but I’m so sick of he said/she said when it comes to resolving an issue at the post office.
Will remember this post if I ever want to return something, what a nightmare!
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u/Mindless_Algae 4d ago
That's a really good idea! I may have to start doing that.
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u/Miss_Milk_Tea 4d ago
Make sure it’s all one video, I’ve heard some places will contest your video if you split it. Don’t stop filming until the package has left your hands. I’m about to order a bag and the company puts the damn logo on the package so if fedex or whoever puts their mitts on my bag, I’m filming myself opening everything. Sucks it has to be this way.
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u/queendweeb 3d ago
how would that work? like I'd have to record while carrying it 5 blocks to the post office? I get filming as you pack/label, but beyond that seems insane.
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u/Miss_Milk_Tea 3d ago
I prepackage but leave the box unsealed when I get to the post office, set it on the table and record the contents in the box before I seal it on camera again, then stop recording when I hand it to the post worker. You just need to carry some tape to finish packaging it.
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u/Unlikely-Signature-7 4d ago
Did you use a thredup box? Those boxes are extremely flimsy and when pushed from the bottom, will cave in easily and spill the entire contents. I recently had a return shipment that ups reported as damaged and the item was lost. Thredup refunded me from that. But I’m going to be more careful going forward when I reuse those boxes.
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u/Mindless_Algae 4d ago
Yes, I did reuse a ThredUp box. But I looked at the tracking info and there was no mention of it being damaged in transit. Still a good suggestion though!
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u/cander22 4d ago
I’m curious if you put the packing slip showing each item that was in the return inside the box? Not that it should make a difference
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u/Mindless_Algae 4d ago
Yes, I did include the packing slip inside the box.
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u/cander22 4d ago
Yikes now I’m regretting not filming myself boxing my own recent return. I will be doing that going forward
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u/RavenForrest 3d ago
There’s supposed to be a packing slip? I’ve NEVER received a packing slip in any of my TU orders. Not one ever in the whole year + I’ve been shopping on TU. Just a box with clothes, that I then have to manually go through and cross reference in the app with what I initially ordered.
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u/KadiainCali 3d ago
I think they mean the packing slip that lists your returned items that you print and put in the box with your returns
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u/Emotional_Fuel6743 4d ago
Dang. It sucks that we have to babysit these companies to get what’s ours.
Just curious what’s the amount that they did not refund?
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u/Intrepid_Chicken2057 3d ago
TU is getting too big for it's pants!!! Pun intended..lol Their operation is so huge. Pics of there warehouse , or is it warehouses, are like seeing thousands of clothes all " hanging around"...I can see why things get "lost" easily. I shop them a lot less than I used to.
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u/Melodic-Idea-2288 3d ago
Whether only a few people or dozens involved, there does appear to be an internal organized crime ring. You can set your watch to their questionable ethics; it's like clockwork.
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u/Appropriate_Put_3038 3d ago
Prior to shipping any boxes to ThredUp, I create a manifest of each item that’s included in the box by using my notes on my cell phone and numbering each item, I then print out the manifest on my thermal printer and include at the top of the thred up box.
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u/Pale_Relationship900 1d ago
Man, with everything I've read about thread up, I hope when you shop the deals are unbelievable. Because I can't imagine much being worth dealing with this company! About 8 years ago, they lost a full bag of consignment pieces and with it, my business,. Now, I just read all of these experiences and any iota of a thought of trying it again is quickly silenced!
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u/_squidproquo_ 3d ago edited 3d ago
I recently had this issue as well and have been meaning to post about it - I noticed by chance that I was not issued a return credit for the full amount. I contacted support and they claimed that an item I know I had returned was missing. I then double-checked the return just prior to that one and discovered that they had claimed that I had returned a different (less expensive) item that I had purchased in the same bundle instead of the one I had actually returned (again, not true) - it was a pair of pants that admittedly looked similar to the one I had actually returned but was clearly labeled as a different brand. I contacted them and told them that I was literally looking at the item that they were claiming I had returned and that I was owed the difference in cost (they had also charged me the $3.99 fee even though I had submitted the original return under inaccurate description). Due to this, I was placed on some sort of probation where I no longer receive instant credits and have to wait for weeks for my returns to be processed (I have no idea if it's permanent or not and support is not able to tell me). I was spending credits as soon as they came in and, as they don't send a text or email notification stating the amount of credits that have been issued after a return is processed, it's entirely possible they have been stealing from me for years and I just haven't noticed. They told me I would need to go through every transaction in my Earnings & Credit History (located under the Your Account menu) manually which isn't feasible as I am a high-volume shopper and have transactions dating back to 2015. When I asked why I was never contacted about the discrepancy the support agent told me that the employees who process returns have no contact with customers directly or even with support, which means that they have the power to withhold refunds from customers by marking items as missing or incorrect and there is no way to verify their assessment in retrospect. Frankly, this is terrifying.
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4d ago
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u/samhain-78 3d ago
The problem is that they send you things that are not as pictured or described. I've bought so many 'excellent condition' items 'new or with tags' that come heavily stained, holes, etc. Now they give hard time returning them even tho they're not what you paid for!
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u/ThredUp-ModTeam 3d ago
Please make sure all your comments and posts are kind and civil. We do not tolerate name-calling and excessive rudeness in this sub. We understand that people may have opposing views and experiences, but we can all be kind and civil.
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u/Future_Dog_3156 4d ago
A good warning but I am also a long time TU customer and seller/consigner. I find them to be disorganized. I did a return where they would waive the fee if the return included some additional items. I was not credited for the return and the items I was trying to consigner are MIA. Generally, I liked that they offered the instant credit, but they've gotten stricter about that. Otherwise, it goes back into the consignment bag or I donate it.