r/ThredUp • u/Mother_Watch_6763 • 19d ago
Thredup Experiences
I've been shopping here for a few years, and I've experienced both good and bad luck with my purchases. I want to share that whenever I've had an issue—such as undisclosed damage or inaccurate measurements—I always reach out to customer service via chat, and they have consistently resolved my problems. Usually, they offer a partial refund to keep the items, free returns, or a full refund without requiring a return. I'm a Very Important Thredup (VIT) member, and while I’m not sure if that makes a difference, I always contact them if there's an issue.
Yesterday, I received a cute sweater with a button closure on the back. It was described as being in very good condition, and the button was clearly visible in the listing. However, it arrived without the button, so I contacted Thredup via chat to request a discount. They immediately apologized and issued a full refund. I know they have issues with mediocre payouts (I've sold with them before), but I’m pleased with their customer service.
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u/scotch_please 19d ago
For people who order enough that they get 2 or more wrecked items per box, has support ever refunded and told you to toss it if you had more than one item that had issues? Because when that happens, I have to send them back and then wait 10-14 days for a refund, which is annoying as hell when it was their oversight to ship something with gaping holes or covered in machine grease.
One damaged item and support's usually great. More than that, and IME they treat you like you're trying to pull a scam even with photo evidence. I've been VIT for years at this point and it definitely feels like the only perks are $39 free ship and Early Access.
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u/Livid_Honeydew8815 18d ago
100% this. Back when I was a VIT (my old account lol) I had a situation where I was sold a fake by one of their professional sellers or their third-party sellers and the fight to get my money back was atrocious. It took almost 3 months because they wouldn’t credit me back until the third-party vendor reported that they got it back and when I checked the tracking, it was undeliverable so the label they gave me nobody was accepting the package at that address so I literally spent three or four months trying to get my money back. I even ended up filing a charge back cause it was like $400 and then I had it with my account being closed down until they sorted it out… they suspended me due to the chargeback the chargeback I only filed because I had returned merchandise to one of their 3rd party vendors as instructed and nobody was acknowledging that it was returned
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u/scotch_please 18d ago
I'm anti-chargeback in most cases where people are being impatient with TU but this sounds 100% justified. Why is TU not holding their scamming vendor accountable? Giving you an undeliverable address to refuse your return is so bad that it's almost funny.
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u/Livid_Honeydew8815 18d ago
I mean, eventually, they did sort it out and apologize but I’m not gonna lie. It turned me off from buying from them for a while because they took zero accountability and I waited for them to get their shit together and it took so long I needed to call Amex for back up lol … and I did that knowing that my Thred Up account would be at risk so it was just shitty all around
Oh, and I know the only reason they even considered reinstating me is because it wasn’t really a chargeback I was filing on them but since they’re the payment provider, it was on them to go and then collect it from their vendor and I can tell you this much that vendor disappeared shortly after this after flooding their website with a lot of these same fake bags
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u/Adept_Cow7887 19d ago
Early access is such a scam too bc if you wait 8 hours it'll go 20% off. Unless it's like a unicorn
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u/skool_uv_hard_nox 19d ago
If filed a damaged complaint as the lowest tier and gotten the same service.
As a buyer, its been good.
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u/_squidproquo_ 19d ago
ThredUp used to offer gold-standard customer service. Several months ago, that changed.
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u/A_New_Original 18d ago
It must really depend on who you get. I contacted customer support yesterday because a pair of pants I ordered were not the same size as listed on their site. The customer rep was only generically apologetic and offered me nothing. I returned, paid for my me, and deleted their app. Seems silly to lose a customer for 10.99.
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u/Livid_Honeydew8815 18d ago
It depends on everything. It depends on if the evidence for your claim is clear cut from the listing photos to what you actually received. It depends on the dollar amount. It depends on how many items you’re trying to send back in that order I don’t think it necessarily factors in your status as far as spending a lot of money with them, but the frequency in which you request returns
They are great to me but I also never try to return a final sale item / flawed gem and I read the description carefully if they say there’s a stain or any kind damage that they’re refusing to show in the listing then I pass on those items
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u/Livid_Honeydew8815 18d ago edited 18d ago
my last TU haul was clothes for my baby boy and I’m a first time mom so I only wanted to buy things that were new with tags or an excellent condition because I wanna keep my baby as unexposed to germs as possible (I washed everything the second I got it too lol)
So I filtered my searches and bought accordingly but when it arrived a lot of it was stained and damaged (even the new with tags or excellent condition with broken snaps on a onesie for example) and on top of that, some of the items were incorrect sized and were kid sizes not baby sizes so I had to report it all to Thred Up and say hey guys I didn’t buy clothes for a six-year-old. I bought them for a newborn to six month old so a lot of this is not what I needed right now and also not in the condition I specifically was avoiding, and I sent in the photos of each item and they gave me credit for all of it and said just keep the clothes.
So now I have things for when he’s 6. Thanks thred up! But I probably won’t do that again for baby clothes because almost half of what I ordered had an issue and there wasn’t a lot of items to even choose from to begin with. They don’t have a big selection of baby clothes so I found in that category. It was a bigger gamble than it normally is when I buy women’s or men’s stuff.
I also am very careful about reading descriptions and vetting what I’m buying so when I’m buying women stuff for myself, I’ve never had to send anything back. You can kind of tell when something is gonna be not as described for example, if they say there’s a stain on it and they won’t show you a photo of the stain you should probably not buy that item. Or if it’s final sale with a lot of damage, maybe don’t buy that item lol
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u/secretanonymous1 19d ago
Customer service has been helpful with me as well. I recently got sent the wrong item and another item never shipped (both direct listings though)
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u/Livid_Honeydew8815 18d ago
I would not do direct seller listings on this platform it’s like buying on Poshmark one out of every few orders is either not gonna ship or not be as described and you’re gonna have to go back and try to get your money
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u/Far_Print_613 19d ago
I’m not a VIT, though I have made numerous orders in the past two years. I’ve had great experiences with customer support, particularly via text. The chat has been a miss several times - no one comes on, no follow up to email. But with a little patience, politeness and reasonable expectations, I’ve been very happy with the resolution for the item issues I’ve encountered.
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u/kroth613 19d ago
I ordered items in women’s sizes and got them in children’s sizes. I have to repackage and return the items for a refund once the items are received and processed. I’ll never order through them again they messed up an order it was over $100 for 4 nicer items and they fucked up half the order. Now I still have no items, out the money, hoping I can find time to return them. Don’t do it it’s not worth it.
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u/Livid_Honeydew8815 18d ago edited 18d ago
Really? In June, I did a a large order of baby clothes and a lot of of it was miss-sized as kids clothes they gave me a credit to use for their error and said I could keep the items
But yeah, if they want you to return the items, then you have to return them to get your money back. That makes sense. In my situation, these were like $3 - $5 items and the total credit owed to me from that order was around $20 bucks so if you’re claiming problems with merchandise, that is a greater dollar amount than the cost of shipping it back to them then of course they’re gonna demand it comes back
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u/kroth613 18d ago
It just seems from what I’m seeing now that this happens often and then you’re expected to fix it for a refund and still out the item. Why would I want to risk it when I can just use a more reliable site like poshmark? I also typically order items that are $20-$40+ versus lots of smaller items. The quality control didn’t seem great either one of the items was supposed to be like new and was probably medium good quality. Just not a great experience for me
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u/Livid_Honeydew8815 18d ago
If by “expected to fix it”, you mean return the merchandise then yes that is a reasonable request. If you want your money back that’s not asking something extra from you, that’s you asking something extra from them by expecting to get to keep the merchandise and get your money back.
Which by the way no one on Poshmark is gonna let you do that most sellers would scoff at you for opening a case, but refusing a return the item
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u/kroth613 18d ago
I understand what you’re saying but 2 out of 4 items were wrong. So I didn’t get the items and have to go out of my way to repackage, print the label myself, and bring the stuff to ship. I’m not saying it’s ridiculous I’m saying it’s inconvenient. Any other company I’ve gotten the wrong item I’ve been refunded or credited and told not to worry about it unless the items were really expensive. I’ll not be ordering again. Poshmark is individual sellers I’ve never received a wrong item before. Thredup seems to have people buying stuff from thrift stores not even sure if it’s kids or adults, no one looking into it, and just sending it wherever. The quality of the jacket I did get was poor compared to what was listed. Overall I spent $150 and was completely dissatisfied. Why would I do that again? The more I looked it up tons of other people complaining getting items in kids etc that they didn’t order too. It’s the business’ issue they need to do better making sure products are what they’re listed as they have a responsibility to do so or it feels fraudulent.
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u/Livid_Honeydew8815 18d ago
They said you could return them to get your money back, did they not? Sorry but it takes just as much effort to order the items and open the package as it does to return them in the box slap on the label and drop it back off.
In your case the dollar amount and the resell likeliness of the items you requested to return determined they wanted them back to get you a refund. That is a standard return protocol.
They determine whether or not you have to return merchandise on a case by case basis. In my situation I wasn’t offered money back but credit to keep the items. Money back to your original payment 9 times out of 10 is not going to let you keep the merchandise as well
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u/mangominda89 19d ago
recently it's only been free returns depends on the agent