ThredUP: Online Thrift Store Negative Reviews

ThredUP: Online Thrift Store App Complaints & User Negative Comments 2024

ThredUP: Online Thrift Store app received 21 complaints, negative comments and reviews by users. Have you ever had a bad experience using ThredUP: Online Thrift Store? Can you share your negative thoughts about thredup: online thrift store?

ThredUP: Online Thrift Store for Negative User Reviews

✓ Startling Bad Customer Service—Long Time UserFor context, I am an optimistic person and few awful leaving nasty reviews. However, to help others avoid the challenges I faced, I think it is a necessary evil. I used to be an active ThredUP user and bought hundreds and hundreds of dollars of clothing from the sustainable site. However, ThredUP’s customer service was terrible and recently multiple of my orders have been cancelled for no reason. I am heartbroken that I can’t rely on the site I loved, and I would not recommend you to use the company (or its app). Instead, if it’s possible, go to your local thrift store or try another platform on the internet. ThredUP treats valuable, life-long customers atrociously and does not have the resources to handle issues well. Perfect place for a first-time shopper, but run after your first purchase is placed. Just for an overview... *EvenThredUP promotions don’t apply to repeat customers as the July 4th sale was only for new customers. I often got snarky comments back from customer service when I asked for why my orders were cancelled randomly after purchases. A few times I had to send three emails to even warrant a response and they claimed they never got my other questions.* Those are only a glimpse of some of the issues I have been having over the last few weeks as a four-year customer. Hopefully this helps you out!.MadelinelachlanVersion: 8.4.5

✓ Stop shipping via FedexI have been a customer since 2016. I love your app. I love the way it’s laid out, the prices, and the variety you offer. I love your customer service associates, who are personable, fast, and efficient. I HATE the fact that you ship via FedEx. Fedex is a garbage company. I used to get my packages within a week. Now it’s taking half a month, they never update tracking, and they treat my packages like a piece of crap. Throwing them in the snow filled ditch, where I can’t even see them from my house. I contacted you, and was told I would have my account tagged to use other shipping methods whenever possible. Which was great… Apparently it wasn’t possible, because here I sit again, 10 days after I placed my order- the package hasn’t even left FedEx facility. Rest assured you would have my whole hearted 5 stars if your shipping wasn’t so atrocious. Just wanted to give you a heads up. April 2022: Update: it seems they (FedEx) lost one of my packages. I’m a VIT. I want to spend my money with you. But I’m about done here. Is there a way to change which warehouse my items ship from? The Suwannee, GA one isn’t working out for me. If you have a warehouse that is using usps I would like my items to go out of that one. There has to be some way to resolve this. I know I’m not the only one with this problem, because I’ve scanned your reviews..IrvixenVersion: 8.36.1

✓ OverpricedI used to LOVE ThredUP. As a person who is trying to reduce my footprint, but finds thrift store shopping to be too disorganized and overwhelming, it was great to have an option that made searching for that perfect secondhand clothing item not only easy, but also incredibly convenient. Yes, you paid more than at a normal thrift store (and even some consignment shops), but having the heavy lifting taken care of was worth it- and I was still paying significantly less than retail price. (I think original listing is typically 20% or more off of estimated retail.)Lately, however, when I go on the app to check for clothes, the prices are insane and marked up WAY too high. The estimated retail prices are really inflated (A single Carter’s onesie listed for the price of a 3-pack, a Zara top for girls priced higher than anything currently on their website, etc.) and as a result, the “discounted” thrift store price ends up being roughly the same as (if not more than) what I would pay for a brand new item from the retailer. On top of that, the style is never from the current season or is used. All of this make it so that the only advantage to shopping this site is for the environmental impact. While that is certainly a good incentive to shop secondhand, I don’t think I can justify spending the same (or more) amount of money on a secondhand wardrobe that I would spend if I purchased new..ECSZDSVersion: 8.5.1

✓ Seller’s BewareThis app is a great place to shop but it has gotten really shady for sellers. I have consigned for a number of years and lately their payment practices have become really shady. For example, They will tell you your item will sell for say $500 and you’ll get close to 80% of that. But, then if it’s sold as a sale item the sale price may be half of that, say $250 and somehow you end up with far less than 80%, probably closer to 20%. I’m a CPA so I get numbers and I’ve emailed customer service repeatedly to get clarification on the pricing formulas. A class action suit or some sort of investigation seems imminent given their lack of transparency and unwillingness to explain. Perhaps there are cash flow issues. This is their latest response: Thank you for cleaning out with us. I am sorry to hear this cleanout did not live UP to your expectations. It’s important to remember that using our Clean Out service means that you may not earn as much as you would if you sold your items peer to peer. But what you may miss in earnings, you earn back in overall convenience. Our goal is to help make our customers’ lives easier by helping them get rid of unwanted items from their closets from the convenience of their own home. While you might be able to earn slightly more by selling elsewhere, thredUP does all of the hard work for you: no driving, no negotiating with buyers, no dealing with rejected items..Ysa FariasVersion: 8.102.0

✓ Wanted to love it but couldn’tThis app and the idea of thredUP itself is so awesome— a place to buy quality & designer clothes that is gentle on the planet & your wallet. But there are several execution issues that make the experience disappointing. First, the good: excellent selection of items and brands. It’s really fun to browse and explore. The app carries many of my favorite brands and it’s intuitive and easy to use. The prices are low. Items arrive in cute polka dot packaging. All but one item I’ve received met it exceeded my expectations for quality. The not-so-good: hard to tell fit & few item specifics provided. ThredUP doesn’t provide much of the information that you’d typically find on a clothing label, so it’s hard to search for your favorite styles from brands you love. For example, if you’re looking for jeans, you’d find “Levi’s” but not “Levi’s 501.” There are also not many photos per item to help with this. Since each item is one of a kind, there are no customer reviews to tell you how something fits, etc. All this made for a lot of returns, which was a bit of a PITA, because items are shipped from various warehouses and arrive sometimes weeks apart. When thredUP recently started charging a return restocking fee for each item, I decided the inconvenience and hidden charges outweighed the benefits..Emkin6Version: 7.9.9

✓ Lots of Potential but Limited AudienceI like the concept of thredUP a lot, and the UX/UI is seamless. Great customer support, great aesthetics-- all that is there. But the actual selection of clothing they have to offer is..... not really geared toward a demographic that is most likely to be really into thrifting. And that's millennials. I don't know how to put this nicely, but 90% of the clothes look fresh out of the wardrobe of a white suburban mom. There's nothing wrong with that style, but the young generation is more eco-conscious than ever, and these clothes are not what we're looking for! We can honestly be your best consumers if you just gave us trendier, bolder, more recent styles. Everything here looks like it's been sitting in your warehouses since you bought them from a mother back in the mid 2000s. I love the app so much though and have found some good pieces. I whole heartedly believe in thrifting and the good it can do for our economy and environment. So please, recognize our consumer potential. Hire some more young people to help you decide what kinds of clothes to buy from people who send in boxes for a clean-out. I'm desperate for more options. Millennials have the potential to be your greatest customer-- we're more likely to buy secondhand than older generations are! Just give us something that actually suits our age range, and I promise you we will swoop it up.Galena124Version: 7.8.4

✓ Used to be so much fun!I have been shopping with thredUP for several years. They have gone through many growing pains as any new company does. Unfortunately I have encountered several unacceptable issues over the last few months. The latest? They simply cancelled an order that I placed for no reason. When I asked to speak with a manager so that I could understand what happened, I was told there wasn’t one available and that someone would email me. That never happened. Because of this order cancel, my bundle (which requires a certain amount for free shipping) was also messed up. The employees on the chat are sweet and really do try to be helpful however it doesn’t get anywhere. As some of you may know, thrifting is work! Finding a style you like in your size and then getting it into your cart is not easy. So when you finally do “win” an item that you totally love, it’s a major disappointment for them to say “oops, order cancelled”. For this particular item, I am embarrassed to admit that I refreshed my browser over and over for a period of about three hours to get it into my cart. I liked that top THAT much. Lol. And after my celebration, it was simply taken away. I have reached the point where I don’t think it’s worth my time to shop with them any longer and am slowly unwinding from my store credits. I would rather shop at other online retailers that care more about their clients. If you are thinking about starting a relationship with thredUP I would recommend elsewhere..California teacher momVersion: 8.19.0

✓ Ok for buying but NOT for selling.Started selling on the app at the beginning of the year and thought it was great! Customer support was only a chat away and they would honor what they would say. With the new recent changes in payout and pricing adjustments they want you to basically give your stuff away, even high end items. I understand they list, photograph and store our inventory but they take a huge chunk of every sale as it is. They make tons of money off of sellers and don’t really care about them in my opinion. There has been a huge influx of damaged reclaimed items as well, I've gotten items back stained, ripped and without the new tags! Trying to get them to compensate you for your damaged items is also a hassle, they can take up to 3-4 weeks to reply to an email and will have you going back and forth with them for a fair solution. They damaged one of my most expensive pieces, a $1,000 dress and told me it wasn’t bad and it could be fixed by going to the cleaners! What kind of company ruins your items and tells you to go out to get it fixed during a pandemic without a fair payout? Their customer service reps have also become very condescending and rude. One rep will tell you one thing and another will tell you something different. They are so confusing. I never thought my feelings about the platform would change so quickly but it’s just not great anymore..LipsticklillieVersion: 8.5.2

✓ Never Again ✌🏼.I was a serious supporter for years and used to love sending my clothes in for up cycling/selling. However, over time I noticed it got worse and worse with payouts and items conveniently going “missing” from the kits I had sent in. I had more and more items that I sent in that were never posted or returned to me (even though I know I sent them in and have always paid the extra fees for any items of mine that didn’t sell to be returned to me). The straw that broke the camels back for me with this company was back when they still accepted jewelry and accessories. I sent in a brand new ring I never had worn (in the original box with the tags still attached to the ring) and when my unsold items from the kit I mailed it in with were returned to me, the ring box came with someone else’s used, tarnished, and bent up clearly well loved ring in my rings box! DISGUSTING! It’s so shady and petty. From what I would guess, the staff member that had sorted my items when my kit arrived must have took my ring and put one they were wearing at that time in the box in it’s place and sent it with the rest of my kit back to me thinking I wouldn’t notice. GROSS and absolutely shameful. If I have to video record what I send in a kit just to prove what is stolen from me, it’s clearly a company I shouldn’t be trusting to sell my items. I’ll stick to Mercari from now on, they are expensive, but at least no one can steal from me, while also making money off of my items..Brittoni24Version: 8.97.1

✓ Faulty appI’ve noticed a few things that really need developer oversight. I am a very long time and regular customer. 1. Saved items no longer appear in available favorites. I also cannot delet saved items I WANT to delete: I’ve tried to remove by unselecting the heart icon. It does nothing so two months of try to save items as favorites have done nothing. If they drop from my cart they are very hard to locate. 2. Please consider an “add to waitlist” feature for items that are sold. The RealReal has this for items that end up being returned 3. If you use the app to try to purchase an item for bid, it has a major time delay. I have compared it with my desktop computer and lost a few items in the remaining seconds because it’s not an accurate time portrayal 4. Not all items that are listed went through being open for bids. Why is this? I like the early bid option since items are literally listed all day long and SOME of can’t monitor listings all day. I miss out on so many items that are listed at 3 am. Please stop this. Can’t you just do like 2 or 3 drops per day like the RealReal? Listing on the hour for hours at a time has become tedious so I stopped monitoring or caring. 5. Yes, your customer service has become embarrassing. You’ve clearly expanded beyond your capacity to assist people and a bot device with a one week wait time is unacceptable. Who is running the show over there?.Nani peekeVersion: 8.2.5

✓ Never AgainOk so I decided to try ThredUP, I have been using other selling apps and was doing just fine but I wanted to give them a try. I requested a bag which it was nice that I didn’t had to pay shipping for sending my items. I sent my items which included 5 brand new items only one didn’t had a tag and the rest of the clothes were used but still in good condition. It took a month! from the time I sent my items to them processing my items it took a whole month. Now once they processed my items I was very upset to see that for 4 of the brand new items they only gave me $2.00!!! Are you kidding me? They are selling these four items for $40 total on their site but I only received 5% of that? And all the other items were placed on consignment and for each item that sell I’m only getting between $0.35 to $1! Not to mention that one of the brand new items I sent with tags was not even listed along with other used items that were also not listed I wish they would tell me what happened to those items if they are donated would like to know where is it going to but have a feeling they are just profiting from donated items from their customers. Anyways lesson learned I’m never selling to ThredUP again nor even buy from them. Just save your time you can make more money by selling your items on websites like Mercari in which you keep 90% of your sales and Poshmark you keep 80%..Christi1488Version: 7.8.4

✓ Tons of Room for ImprovementI have purchased from the app a handful of times for various items. One common theme is that the measurements are always off. If it looks like it’ll fit or the measurements look compatible with your body, odds are if you’re petite (as i am) it’ll come to your door and be bigger or bulkier than you bargained for. They will often pin the skirts or dresses to look like they fit the mannequin which they don’t disclose in the description of the item, so i’ve gotten them and they’ve been too big cuz i’ll discover they’ve had to have been pinned to fit that mannequin. Its misleading when you first start shopping on there. Instead of paying $7+ to have it returned, i know someone who alters them for me. It is expensive to do it often, though. This is a problem with dresses and skirts. I have a coat that I wear often and love it. There’s just a huge size distortion and it needs to be disclosed the mannequins size, if the garment was pinned for the photo, and more accurate measurements need to be taken. I will only purchase from brands that i know fit me from now on, if at all. It’s just so frustrating to come to a deficit of approximately $16 for every returned purchase ($5.99 shipping to and from if returned, $1.99 restock fee, and give or take $3 in taxes). Store credit enables you to have free shipping for the return but it’s a loss if you aren’t on often. Purchase with caution is the lesson here..ScruffyDemolishedEveryoneVersion: 8.3.1

✓ Used to love- Extremely poor service changed mindI ordered over $250 of items at the end of April. They shipped in multiple boxes, and the largest item never arrived. I reached out to the company, and specifically asked that if the package turns up back at the warehouse, could it be resent so I didn’t lose out on the items. A few days later, I received an email stating that the package was back at the warehouse, I had been issued a refund (that I never asked for) for all the items, and that they’d be reposted with new links within 48 hours and I’d have to repurchase all of the items. I was told that the package was at the warehouse. I was also told via email that I should contact ThredUP via chat. The chat rep said the package was NOT at the warehouse and was still en route to be delivered to me. This was a full week past the 10 day delivery mark, coming from a warehouse that is only a 2 hour drive from my delivery address. ThredUP assured me that I would be emailed with links for all of the items again so I could repurchase everything. It’s been over a month and they’ve been silent. There is no excuse for the lack of communication, it seems like no one has any idea of what the processes are or where these items ended up. It’s deeply damaged my trust in the company and I’m hesitant to use them again. I don’t want to get excited over ordering a bunch of clothes that will never arrive and then be lied to and blown off by the company..SprwHwk92750Version: 8.13.0

✓ Lacks customer support and efficient serviceThe concept of the app is good but they really need to work on aspects of the website itself. first of all, communication. it's not so much about how long it takes to respond (usually 2-3 days, sometimes a week), but the responses from the team. i sent in an item that i wanted to sell and two people told me i would be paid out this day because someone purchased it. on the day of my supposed payout, i'm sitting here confused because the item is still up for sale but i haven't gotten my payout. two days later someone finally tells me that it was cancelled and put up for sale again, but only after i contacted them. why didn't i get any notification if the item was cancelled? why don't i get any notification at all regarding the item? not to mention that your customer service team seriously needs to be worked on. i talked to somebody about my experience and they didn't offer any consolation at all. just straight to the point "your item got cancelled." i don't mind that it's cancelled, i just wish there was empathic communication regarding that. Karly didn't even say anything like "Hey! We're sorry for the confusion and we understand how you feel. This and that happened blah blah." That is such trash customer service. If it was any other item I wouldn't have been so upset, but i did send in a $1,000 bag so excuse me if i feel like a little decent customer service is warranted..Cool lady 19Version: 7.8.8

✓ Great for buyers BUT can improve seller experienceLove the concept, vision and marketing (easy to navigate app, pretty straight forward and as a buyer there are pretty good deals and the packaging is very nice, aside from great shipping prices). The team is great at getting back quickly if there are questions but they can play do so much. BUT, as a SELLER now I use Mercari to increase my chances of selling (and to make more selling). ThredUP says that on average 40% of sent in items sell but this hasn’t been my case with the 4 clean outs sent in (or you get cents for a sell, I got $0.36 for a Hannah Anderson tshirt ). It would be awesome to have more clarity on what happens with items that aren’t selected to be sold (items that are new, desired brands and that ThredUP doesn’t show available on their site), especially if we send in items following the guidelines of what to send ThredUP. Who keeps these item, are they sold on other platforms, donated in the US or other countries, do employees keep these new items? It would be great for the “return my items if they aren’t selected/ sold” option to be available after ThredUP reviews the clean out box. I know I would use ThredUP again if this becomes available. Hope this is helpful, I can imagine how hard it must be to keep everyone happy and thanks for taking care of the planet ThredUP!.EinnaSDVersion: 8.100.1

✓ Do not consign with them!!!I ordered a luxe kit with Thred Up and sent them about 10 items, half luxe. All new with tags. Some very expensive items. It took about 3-4 weeks to get them on their site, which is fine. Anyway, selling anything under $100 isn’t worth it because they take so much commission. My biggest problem with them is they allow returns. Out of the 5 items that sold, 4 were returned. And I have no idea what condition my items are now in after they were in the possession of a buyer and shipped two extra times. I feel that if they are not buying items outright, they should not allow returns. Also, they lost one item. I decided to ask for my items back, including the ones that were relisted after being returned, they have not yet been returned to me and I have to pay to have them returned. I hope they aren’t damaged when I get them. Overall, it might be okay to buy from them, but don’t sell to them. Update: I finally had my items that didn’t sell or were returned to Thred Up returned to me and one of them was returned to me damaged and dirty. It was a $445 NWT Dress and now it’s unsellable. I emailed customer service two weeks ago and they will not email me back, so apparently they don’t care that they ruined my item. Also, because I had to pay to have items that were sold and returned sent back to me, I actually lost money consigning with them. Don’t trust this company, they are terrible!!!.SunsetsandchampagneVersion: 8.2.3

✓ Absolutely hate this app and this companyThis company basically ripped me off. I sent my items, paid the $11-12 for the send back bag for the items they weren’t going to sell, waited for my items to sell, claimed the ones that didn’t sell to be sent back to me (you also have to pay for an additional send back bag, another $12!)... AND THEY WERE NEVER SENT BACK TO ME. I basically just gave them free items! I contacted customer support and they did not help me at all. “Can’t find your items.. so that’s it, oh well” was the summary of the response I got. I sell on multiple selling apps and because of the inefficient way they do things and lack of competent customer service, I lost money from being able to sell it on other apps. I STILL want my items back and I will continue to tell all people I know (including on posting on social media pages) what a scam of a company this is and how unhelpful the employees are. UPDATE: Still absolutely HATE this app and this company. Someone reached out to me to help resolve the issue and did absolutely nothing to help. I still am upset because I literally just have them practically new items, FOR FREE. I even asked the customer support to cancel my account for me and the lease she could do was save me the trouble from all the trouble I’ve already had, but she just sent me a link and made me do it myself. Complete joke of customer support. I am letting every single person I know how awful this company is for ripping me off..B.risaVersion: 8.2.0

✓ Worst Customer Service Department EVER!!!I, along with numerous other thread-up customers will be filing complaints with the BBB regarding the endless list of complaints There are endless complaints about missing items, unresponsive customer service, ridiculous payouts and above all, theft. I suggest reading all reviews but would be willing to bet that 90% of the positive reviews were submitted by the company or they paid folks to write them. Anyone I speak to that has tried to sell with thread up has nothing positive to say about their selling experience. I sent the pre labeled bags to sell my items and four of them arrived and were processing however, one of the seems to have disappeared into thin air. Today was my fourth email sent in the past 3 weeks because the three previous emails have not gotten a response. It seems email and chat ( pre-programmed answers) are your only chance of talking to anyone. Thread-up does not want to speak to their customers directly because there is no number posted anywhere on their site and they simply refuse to respond to emails. I am beyond frustrated to the point I will not continue doing business with them once these bags “expire”. A company that does not make communication available for those who keep their business afloat or care to promptly respond to issues or concerns, is not a company I care to support or allow them to profit from me any longer..JgwhaleyVersion: 8.3.5

✓ Very slow processingAs someone who’s been through both the buyer and seller scenario a few times, I think the buyer side of the equation may be “average” at best, but the seller side is not worth the effort. They are slow to process your submitted items, award you pennies when an item sells, take your items out of circulation while someone who’s taken them “on consignment” mulls them over for a couple of weeks then returns them when they’re out of season and no longer of interest to the general population. It’s really just not worth the effort to get the items to the post office, wait 3+ weeks for the items to be processed, see your items misrepresented (I.e., blue stripes are described as black/gray) and over-priced (I would t even pay that much for my own used clothes no matter how good of a condition), then maybe get $3 credit for a nice item. On the buyer’s side, we can only go by the description and photo. Most of the phots are sub-par and the descriptions aren’t accurate or consistent. Measurements of bust, length and waist should be available for every item...really no excuse not to provide this. The type of fabric or at least a “we think this is ponte knit” would be extremely helpful so a potential buyer knows if there is “give” or not. When you can’t touch the item, the photo on a lifeless mannequin doesn’t do it justice and there are no measurements provided, then I think I’d prefer to shop local consignment. Really need to up their game..SosadintexasVersion: 8.3.1

✓ I do not understand…..I normally don’t write reviews but the more I think about it the more I think I should. This is the place for used goods gently or well used. I bought a few things from here mostly work pants. I’m very grateful for that a lot of times it’s hard to find black dress, work pants. Unfortunately, I have started to notice though that the price for these items on here are not at a discounted price a lot of the time. When they have a sale or something like that it’s a bit better but for what I can buy brand new on sale from the actual store versus the prices that are on here it just makes more sense. The shipping cost is outrageous. A lot of times there are things that I want to buy but the price of the things that’ll end up paying is always more than what I think. I know this is about reducing waste and using things that have only been worn 10 or so times but most people want to have brand new things and come to places like this for things that they want but are expensive at the stores. The prices, though are basically the same as the stores. I know some of these are name brands and that they should charge more for them ….but when you’re talking about American Eagle jeans that are the same price as when you get them from American eagle… I just think that is a bit messed up..Celeste245Version: 8.105.1

✓ ThredUP is NOT what it once was.I have been shopping with thredUP for YEARS, initially absolutely loved it. I could thrift conveniently through an app? I’ve been all for it! The prices were reasonable (on most items) & they always have what I’m looking for. BUT recently so much has changed, it’s seems like they just don’t value their customers anymore, and don’t make the effort to make sure things are accurately listed & FAIRLY listed.. I know my prices, I know what things go for.. so when I see something like a lularoe top (used) saying it’s retail it twice of what it actually is, then the item selling for more than what it goes brand new at retail? That’s unacceptable. Who is running behind the scenes? & more so, how is this being allowed to happen with so many items? I’m seeing this way too often, those who aren’t as aware are being totally ripped off! ThredUP is suppose to be a place to “save” & get a good deal. I was a victim of this with my past couple of orders, the last completely putting me off to ever buying again.. I paid for a “new with tags” top, only to get it & see there was a GOODWILL tag on it, it was USED & I paid double of what the tagged price even was. How horrifying is that? Ugh. It’s been real thredUP, but no more. You guys are not being fair nor caring for your long time customer as you should be! Oh, and customer service now takes forever to respond! You’ll get a bot instead, and be told someone will contact you back by email.. eventually, if ever..Xoxosash56Version: 8.1.10

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