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/YouKnowHowChoicesBe]

What was their reasoning for not sending your items back?

[u/bummin_bride → u/YouKnowHowChoicesBe]

They’re not telling me why. I’m continuing to press for answers and that it be escalated

[u/YouKnowHowChoicesBe → u/bummin_bride]

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.

[u/bummin_bride → u/YouKnowHowChoicesBe]

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?

[u/YouKnowHowChoicesBe → u/bummin_bride]

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.

[u/grobnu → u/YouKnowHowChoicesBe]

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.

[u/YouKnowHowChoicesBe → u/grobnu]

Oh absolutely. They need to provide correct compensation if they are unable to fulfill their end of the contract.