ThredUp Customer Service Issues

I have shopped with Thread Up a few times without any issues, but this time I ordered a box of items and encountered problems with four of them. The blue Old Navy hoodie's zipper is broken and shows signs of wear. The Gap red sweater smells of BO and smoke, with extensive pilling. The third item seems fine but has a stray hair on it. The fourth is covered in dog hair. I plan to return these items due to their condition. I believe I should not be charged any restocking or shipping fees given the poor quality of the items received.

I made an order on October 26, [redacted] (Order no: [redacted]7) expected to arrive on November 3rd, but it is stalled in Utah and marked as pending without updates. I placed a subsequent order and worry if there could be an issue with my delivery address ([redacted] Stover Street, Apartment [redacted], Fort Collins, CO, [redacted]). I appreciate any assistance. Thank you.

I received a notification that my package was delivered, but it was not there when I checked all day, even by my window. This is the second time this issue has occurred. Previously, the package was discovered empty on the street with the contents missing. I suspect FedEx may be delivering to the wrong location. I require proof of delivery at my doorstep. I have reached out to FedEx, and they advised that the seller must file a claim. Regrettably, I am unable to reach anyone at thredUP for assistance. Despite trying the chat option, the page seems to loop without providing any help.

I received a package intended for one of your customers, but it was delivered to my address with the name Chelsea Bringhurst on it. It's challenging to reach your company without a working customer service phone number. I hope this message gets attention. Please email me about handling the package, as I won't cover the return shipping costs.

In July [redacted], I submitted a bag of clothing and purses to ThreadUP (Bag#: B2BAC-KG637). The processing took place on 12/7/21. Inside the bag, there was a genuine Louis Vuitton purse. Although I don't see it listed with my accepted items. I emailed customer service yesterday with a picture of the purse, inquiring why the item wasn't accepted. Unfortunately, I haven't received any response yet. I'm concerned about the situation and think the purse might have been taken by the individual who unpacked the bag. I need assistance in resolving this issue and being compensated accordingly.

Order #[redacted]0 - I recently received the Eileen Fisher pants from this order, and I was disappointed to find three holes in them. I believe these damages should qualify me for a full credit refund to my card, rather than being issued store credit for THredUP. I reached out through the chat feature but encountered a frustrating loop that didn't resolve the issue. I am dissatisfied with this experience as the item was advertised as having no damage, yet it arrived with multiple holes. I look forward to resolving this matter promptly. - Nancy B. [redacted] [redacted]

I purchased a pair of Madewell jeans from ThredUP that were listed in excellent condition with minimal wear. Although I tried them on immediately after delivery to check the fit, it wasn't until later that I noticed significant wear on the inner thighs. Despite being past the 14-day return window, I believe this wear was overlooked during the inspection. I'm disappointed to have spent $45 on an item that shows such wear. Unfortunately, I've been unable to resolve this issue through the app's chat feature, as it seems more like a frustrating loop than a helpful tool. I would appreciate receiving ThredUP credit to make this right, as I value my relationship with ThredUP and intend to continue shopping with them if this matter can be resolved.

I am Kathy Mallory, and I placed Order #[redacted] on December 16th. Unfortunately, my bundle was missing the Kate Spade New York leather crossbody bag, and instead, I received the Brighton bag. My Amazon Prime card was charged $[redacted].12, including the missing item. I would like to receive the correct bag or a credit to my card promptly as I just opened the box last night. Kindly assist me in resolving this matter. Thank you. Your prompt attention to this issue is greatly appreciated. Thank you, Kathy Mallory.

I purchased Bundle #[redacted] in early January and received a shipment notification on Jan. 23. Despite living in Citronelle, AL, the tracking info shows the package was delivered to Mobile, AL without a signature. Contacting FedEx was not helpful as the provided number was not in their system. Attempts to reach out to ThredUp via their help center and Facebook page were unsuccessful. After sending an email, I received a canned response citing delays due to Covid. The package was delivered to the wrong location on Jan 25, with no resolution from either FedEx or ThredUp. Any assistance would be greatly appreciated, but it seems finding a phone number for ThredUp is challenging as they do not prioritize customer support as claimed.

This is my first time ordering from ThredUP and I'm feeling confused and disappointed. I placed an order on the 18th of this month, paid with Affirm, and the first installment of $19.77 was already deducted from my bank account. The following day, on the 19th, I made another purchase also using Affirm, and the first installment of $15.18 has been withdrawn from my bank as well. However, the ThredUP app on my phone only shows the first order from the 18th, and my second order seems to be missing with the items listed under "recently removed" in the cart page. I attempted to create a new cart but encountered issues using Affirm. Unfortunately, a pair of sandals I wanted is now unavailable, though I've already paid for them. I believe cancelling and refunding the total amount for the purchase made on the 19th would be the fairest solution unless the sandals can be retrieved. I appreciate a prompt resolution to this matter. Thank you. - MJB

I received an email offering a 25% discount with the code STAR last Saturday. Despite trying to use it, the code was not accepted, even though the email clearly stated it was valid until the next day. I attempted to contact customer service after encountering checkout issues, including items being removed repeatedly during the process. Frustrated, I ultimately completed my purchase without the discount. Could I please be refunded the 25% discount and compensated for the difficulties faced while placing my order? Thank you. Order number: 2BSN7ARVK3E0. Sincerely, J. Abrahamsen.

I received three items from my Thredup order marked as Final Sale, and I am disappointed with the condition they arrived in. The cardigan appears to have shrunk after washing, the wool blazer has significant pilling and discoloration, and the pullover hoodie has snags and pulled threads. The descriptions stated they were in excellent condition with minimal wear, which was not the case. I believe this information should have been disclosed before purchase. I would like to return these items for credit due to the misleading descriptions.

I wanted to return an item I had for sale, but the shipping process didn't work out. Now, I'm being asked to cover the expenses for it. Moreover, I utilized points for free shipping on the return, but it didn't apply, leading to my points being deducted without reason. Furthermore, the code HELLOTHERE should offer a 50% discount. However, the items in my cart display a range of discounts, none at 50%. When I applied the code, some products showed no discount at all.

I had multiple items in my cart that I intended to buy, but needed to speak with customer support before placing the order. It was only 1 am and support wouldn't be available until 5 am. In my efforts to prevent timing out before getting assistance, I started removing items from my cart one by one to extend the timer. Unfortunately, when I removed the size 4 strapless Ralph Lauren dress priced at $35.99 (item # [redacted]31), it was immediately sold due to an auto buy feature. I had learned from a previous experience and checked my email before removing the item from my cart. Despite being a valued customer, I have faced issues with items being removed from my cart prematurely due to technical glitches. Customer service's responses to these incidents have been unhelpful, with excuses that seem unfounded and result in little resolution. I believe I should have the opportunity to purchase the dress before it ships, as I did not receive an alert about the auto buy attempt. The lack of satisfactory assistance and dismissive responses have left me frustrated with the overall customer service experience.

I had several items in my cart that I wanted to purchase, but I needed to talk to someone in customer support before placing my order. Customer service wouldn't be available until 5 am, at which time it was around 1 am, and I was tired. Even though I had a couple of hours left on my timer, I decided to remove each item one at a time and place it back in the cart to give myself more time, in case I dozed off. Unfortunately, when I removed a size 4 strapless Ralph Lauren dress, item #[redacted]31 that cost $35.99, it was immediately sold to someone who had placed an auto-buy on it. Since I really wanted this dress, I remembered to check my email before removing it from my cart after a previous incident. I have encountered issues with items being removed from my cart prematurely due to mistakes made by the company, and customer service has not been helpful in resolving these issues. I've also been experiencing technical difficulties and have had trouble getting assistance from customer service. Overall, I am frustrated with the lack of proper communication and service from the company despite being a loyal customer.

I encountered some issues on your website yesterday while shopping for about three hours. The checkout process was unavailable due to technical difficulties. After contacting customer service, I was assured that the items would still be in my cart if I returned in an hour or two. However, upon returning, I discovered some items missing, faced address change errors, and lost the opportunity to purchase what I wanted. Despite several attempts to input my new address, the site did not accept it. The inability to connect with a live customer service agent added to my frustration. I kindly request assistance in updating my address to complete my purchases using my credit and gift cards. New Address: Laurel O'Donaghue, [redacted] E Westview Commons Blvd., Rochester NY [redacted]

I recently requested a return and received helpful assistance during a chat session. However, I am encountering an issue with the return label. The URL provided to access the label is not opening and the website mentioned by the representative is also not functioning. If this problem persists, I may escalate it by opening a claim on PayPal for the payment related to the incorrect product sent due to your error. It is becoming overly complex to deal with this matter. I do not own a printer, but I am willing to find a way to have the label printed once it becomes accessible.

Hello, my name is Shelli Little. I have a credit of over $[redacted] on my thredUP account, but I am unsure how to access it. About a year ago, I received an email mentioning changes to my credit; unfortunately, I can't recall the details accurately. The email indicated that if I didn't use the credit by December 31 of that year, there might be alterations to how I could utilize it. I'm frustrated by this situation, as I have been unable to order from thredUP despite wanting to. I believe the credit is due to returning various items in the past. My previous address was [redacted] E. Fourth, Spokane, Washington, [redacted], and my email is [redacted] I hope you can assist me promptly in resolving this matter so I can make use of the credit. Thank you, Shelli Little.

On 1st of March, [redacted], I purchased a Marc by Marc Jacobs handbag #FQ4F6MA26UXY, measuring 14.25 x 8.5, advertised as in excellent condition, for $[redacted].92. To my dismay, the handbag received was defective. It measured 13 x 8.5, different from what was ordered, with a distinct name on the front from the one in the picture. Additionally, the handbag appears older and is missing the shoulder strap. Kindly provide a return label for me to send the handbag back. Ideally, I would like to receive the correct handbag I initially ordered. If that's not possible, a refund to my credit card would suffice. I am very disappointed with this experience.

I received an email about white shoes expiring in my cart, but I can't locate the order in my account. Can you help me with this issue? Also, I accepted a store credit offer for $27 instead of returning an item. Can you confirm if the credit was applied and let me know where I can find it in my account? Thank you, ST