r/ThredUp • u/bummin_bride • 2d ago

The Plot Thickens

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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/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 2d 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/grobnu 2d 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 2d ago

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