ThredUp Customer Service Issues

I placed an order for $[redacted].71 on February 11, [redacted], using Affirm for payment on ThredUp. However, there seems to be an issue with my account showing the incorrect email address [redacted] I cannot access my account and worry that the confirmation email was sent there. My correct email is [redacted], which is a new account with no order history. Can you please update me urgently on the status of my order linked to the [redacted] account? I am concerned about owing Affirm money without receiving the purchase. The purchase ID from Affirm is NPNO-13FV. Thank you. - Debbie Van Scoy

I submitted an old bag containing winter items for both boys and women to sell approximately 3 weeks ago. The bag was initially sent to my previous address ([redacted] Gwen Lane) about 1-1 1/2 years ago, possibly under my former email account ([redacted]). I deeply regret the delay; my family circumstances have been challenging due to caretaking responsibilities and personal losses. As a single mother on disability, it's crucial for me to maximize my earnings. I included the original envelope with the bag on top of the clothing. Please contact me at [redacted] or call/text me at [redacted] to address this matter. Thank you for your understanding and assistance. S.S.

I made a purchase from ThredUp on March 25th and set up a payment plan with Affirm for three installments. ThredUp notified me that the package would arrive on April 1st, but I received another email stating it was delivered on March 31st, which I did not find. I checked around my apartment but couldn't locate it. I expected it to be delivered on April 1st, but as of April 11th, it has not arrived. I hope to either receive my order that I have partially paid for, place a new order, or get a refund.

I am disappointed with the recent experience I had while trying to purchase items on your website. I had items in my cart that were suddenly taken out before the time limit expired, and one was even pre-sold while still in my cart. Additionally, a customer service representative, Honor, removed another item claiming I had two of the same item, even though it was meant to be a set. This situation has upset me as I have been a loyal customer who has spent a significant amount of money on your site. I am especially frustrated about not being able to purchase the dress and hat for my honeymoon. My sister knows the Chief Product Officer and will be informing them about this issue on my behalf.

Hello! I recently tried my first box and although I loved some items, there are a few I need to return. Unfortunately, I mistakenly thought the package had already been sent back, and I was surprised to find a charge on my bill. Due to a recent loss, I have been struggling both physically and emotionally and was unable to handle this issue promptly. With my recent return to work, unexpected charges are a burden, especially when totaling $[redacted] for unworn items I planned to return. I am hopeful for a discounted refund once the items are received to alleviate this situation. I value your service and hope to continue using it, but this experience has been challenging. I am willing to return the items and would appreciate a refund to help me navigate this tough financial period. Thank you for your consideration and I am looking forward to your assistance. Shannon G. Order # [redacted]1

I recently received a pair of athletic shorts from ThredUP with a crinkly elastic waistband that makes them unwearable. I am seeking a full refund without the restocking fee. Additionally, I ordered several shirts that were inaccurately described. One turned out to be a maternity shirt, which I would not have purchased if it had been labeled correctly. Two other shirts were supposed to be [redacted]% cotton but are actually made of polyester and rayon, irritating my sensitive skin. Another shirt had undisclosed side slits, which were not evident in the picture or description. I'm looking to return all these items and receive a refund without any restocking fee deducted. I prefer a refund to my card instead of store credit. While I have enjoyed some items from previous orders, the consistent inaccuracies in product listings have been disappointing and may deter me from shopping at ThredUP in the future.

The USPS failed to pick up the box on the scheduled day, resulting in a charge on our account by Thredup. We were promised that the fees would be waived with proper documentation, but we have not received any updates regarding the shipment after the USPS eventually collected the package a day late. We reached out to Thredup about the situation, and they confirmed that the charge would not be applied. Please refund the charges as this issue was due to the USPS delay.

Hi, my name is Colleen S., and I recently made a purchase that didn't meet my expectations. Despite being promised discounts at checkout, I ended up paying $[redacted].00 for items that weren't as great as I had hoped. I later sent two bags of quality items, but I have not received any communication or payment for them. The second bag, sent on July 27, [redacted], contains items worth around $[redacted].00 to $[redacted].00. I am concerned because I have not heard back regarding the first bag. I appreciate your company, but I was disappointed with the quality of the recent purchase. The items received did not match the pictures online. The items in the bags include Calvin Klein, Ann Taylor, and Tommy Hilfiger. Could you please update me on the status of my shipments and payments? Thank you.

I bought a dress but decided to return it. I used the prepaid postal label from the website to send it back. I have the post office receipt from 8/24/19 as proof of mailing it. I usually receive an email from thredUP confirming the return, but this time I didn't get one. It's been challenging to get in touch with someone for assistance. I hope to get this matter resolved promptly and receive the credit for my return. The return number is [redacted].

I have encountered issues with ThredUp's inadequate Customer Service on two occasions. Firstly, after making two returns, I have been unable to utilize the credit for subsequent purchases. Despite several emails to address this, their suggestion to use the Promo Code area has been fruitless as no code was provided. Although the owed credit is visible in my account, I am unable to access it as the area appears grayed out. Secondly, on 9/14/19, I placed an order using my PayPal account. Despite them charging my account, I have not received any shipping confirmation or order status updates. Regrettably, my attempts to seek clarification have gone unanswered. The requested credit amounts to $53.23, and my most recent order totaled $45.20. As a result, ThredUp currently holds $98.43 of my funds without fulfilling their end of the transactions. Any assistance in resolving these matters would be greatly appreciated.

I am seeking assistance in returning 72 unopened orders to ThredUp that are past the 14-day return period. I initially communicated with a woman from ThredUp, through a social worker named Riley DeHoog, who agreed to accept the return as long as the boxes were unopened due to processing protocol. However, we encountered challenges in identifying the order numbers on the shipping boxes and the high return shipping costs. Unfortunately, after unsuccessful attempts to reach the ThredUp representative, I am left with unresolved return issues and a significant amount of merchandise in my apartment. I have a disability that leads me to compulsively shop, causing financial strain and emotional distress. Returning these items beyond the return window would greatly assist me in regaining control of my life and finances. I am sincerely hoping for a resolution to this situation. Thank you for your understanding and support.

I am in need of assistance with returning over 70 orders to ThredUp that are beyond the 14-day return period. I have spoken with Riley DeHoog, a social worker, who tried to help me facilitate the return process. After a phone call with a ThredUp representative, it was agreed that I could return the items for a full refund as long as they remained unopened. However, there was an issue with identifying the order numbers on the packages, which made the return process complicated. The cost of returning the boxes was also prohibitive. Despite efforts to contact the ThredUp representative again, I was unsuccessful and now I am left with the merchandise and no resolution in sight. I have a disability that contributes to my impulsive buying behavior, and returning these items would greatly help me regain control over my spending habits and living space. Any assistance with this matter would be greatly appreciated. Thank you for your understanding.

I recently had a Thread Up account using a different email address. I've enjoyed using the app but encountered some issues upon returning. My email had been changed to my new address although I had a different one before. The links for a password change were not working, so I tried to delete my account, which was unsuccessful. I had to speak with Amazon as my account was possibly cloned. I need assistance deleting my old account fully so I can start anew. Thank you for your help! - Christina Brancale

Order #[redacted]5: I received item #[redacted]4 with tears around the zipper. Additionally, item #[redacted]8, the orange long sleeve T-shirt labeled as a medium fits more like an extra small. Even though it says it's nonreturnable, I recently bought a dress from the same brand, Threads 4 Thought, in a medium size that fits perfectly. This is the second consecutive order where I've had issues with mislabeled, defective, and shrinking items. I would like the $30 in store credit to be refunded to my original payment method without incurring return shipping costs. I emailed on Thursday the 10th but have not received a response. As I will be leaving in less than five days for a month, I hope to resolve this matter promptly before my departure. Thank you for your assistance. Sincerely, S.W.

I sent out items to ThredUp on October 6, [redacted], with a tracking number for FedEx. Despite no updates on the package, I contacted ThredUp on October 15, [redacted]. They mentioned not receiving the package due to a missed call from The Red Up regarding the pickup. It's been almost two weeks, I'm eager to sell my items, and I need their clean out box to proceed. Could you please investigate using the FedEx tracking number [redacted][redacted]22 for my shipment? Thank you, Sincerely, P. Battles.

Hello, I am in need of assistance. I recently made a purchase of a box of little black dresses along with other items about a month ago. Due to work commitments, I have been out of town for the past three weeks and couldn't manage to make the returns within the short return window. I was unaware of the brief time frame for returns, which I have not encountered before in my shopping experience. I am a frequent shopper and have recommended your store to my large family. I promise to be more mindful of the return policy going forward. I understand my order was substantial, and I am feeling anxious about it. I am keeping most of the items, but I kindly ask for permission to return the following winter items that do not fit: 1. Moschino Cocktail Dress 8 - $[redacted].99 2. Nicole Miller Cocktail Dress 6 - $57.99 3. Narciso Rodriguez Cocktail Dress 42 - $[redacted].99 4. Armani Collezioni Coat 8 - $[redacted].99 5. Victoria Sport Sports Bra XL - $20.80 6. Athleta Sports Bra XL - $35.99 7. Parker Short Sleeve Top XS - $26.99 I have the items ready to send back today as I did not realize the urgency of the situation. Thank you for addressing this issue promptly.

Hello, I am reaching out regarding a recent order I placed, and I must express my disappointment with the experience. 1 - Upon opening the box, I was shocked to find that the Lily Pulitzer dress and tank I had ordered were missing. Despite being charged for them, they were not included in the shipment. 2 - Furthermore, I noticed that all the items I did receive had a strong smell of cigarette smoke and were not in the excellent condition as advertised on the website. There were visible marks on each piece, making them appear subpar and unacceptable. 3 - When attempting to initiate a return, I was surprised to find that none of the items were eligible for return. There was no indication at the time of purchase that the items were final sale. Given the condition and odor of the clothes, I am extremely dissatisfied and eager to return them. I kindly request a prompt response either via phone or email with a resolution to this matter. I hope to avoid discouraging my friends from using this service, but I need a satisfactory solution. Thank you for your attention. Sincerely, J. Morse

I have been struggling to withdraw my balance of $20.00 from your platform for weeks now. Every time I attempt to cash out, the screen shows a $0.00 balance. I have encountered constant issues trying to receive my earnings from selling on your site. I am requesting a transfer of my balance to PayPal immediately. The customer service I have experienced with your company is unacceptable. Please process my withdrawal so I can move on. After reading negative reviews about your service, I am disappointed. It's essential to provide better support to your users.

I have not received my package. After visiting the local post office, I was informed that my package was on a pallet that was not received from Fedex. The clerk mentioned several missing packages, and I was advised to inform Threadup and Fedex. I have reached out to Fedex but have not received a response. I am disappointed as the items were Christmas gifts for my daughter, and now I have nothing for her. Can I receive a credit or alternative solution to purchase something else? The tracking number for the package is [redacted][redacted]. The shipping address is Shannon McCandless, 60 March Path Drive, Burnsville, ND [redacted]. Please advise me promptly on how to resolve this issue.

I purchased some items earlier that were in my cart from yesterday that expired. When I came home today, I found most of them at the bottom of my browser. One of the items was Zac and Rachel size 10 green jeans priced at 5.99, but I was charged 9.99. I didn't notice until I added up my total and saw my bill came to $27 even though it was clearly marked 5.99 in my cart. Could you please refund me the difference to my card? I've had an issue before where I was overcharged for shipping, and your customer service promptly refunded me. I would really appreciate your assistance. I've been a loyal thredup customer for a while now. I've even recommended you to my sister, and she now buys and sells with you. Thank you, Sincerely, Patricia W.