Update: Upon posting this review, I heard from the CEO of thredUp within a few hours. I also heard from the customer service manager. A meeting occurred because of this issue, and the customer service team was addressed I received 4 emails and 2 phone calls. I was apologized to and everyone agreed a ball was dropped.
I shared with the CEO James Reinhart I have been a big fan of the company – my stats clearly show that. I felt that I was constantly pushed aside in customer care. This made more sense to me when he explained their commitment to quickly answer customers questions – I like that! However, not only should questions be answered in a timely manner, they should be resolved to the satisfaction of the shopper/seller. I suggested a follow-up system, we well. I also mentioned that if a bag is not processed within 30, 60 or a set number of days days, there needs to be some sort of system credit or email so the seller knows they are not “forgotten.”
thredUp still has not found my bag – that doesn’t upset me. Things get lost and I get that. I also understand by hiring many new people they are working toward sorting each bag. They did, however, take care of the situation. I had sent in a bag at the same time and that bag was processed on 6/28/13 for $58. They offered to give me $60 for the missing bag.
I am actually going to give thredUp a second chance. I have a bag by the door ready to go. I hope that this hiccup is only a solution for other users of thredUp in the future. I know I learn more from my mistakes than my success!
Glad to be sharing some good news!
WHY I WILL NOT SUPPORT thredUP ANYMORE!
I have been using thredUP for just over a year. It has been a great place to buy slightly used and sometimes new clothing items for myself and for my kids. My children have a closet is filled with clothes purchased from the website and I have been very happy until June 4, 2013.
In late May 2013, I sent in my third bag to thredUP. It was my third time selling a bag full of clothing to them. Honestly, I don’t make much money on each bag, but I am a purger. When I am done with something, I want it out of my home… might as well get some money back for it, no? I received an email saying that my bag was received on June 4, 2013. I received an email from the CEO, James Reinhart, on June 18, 2013 that my bag was being processed and sorry for the delay. Since then,no word on my bag unless I sought out why the process was still not made.
My Loyalty Numbers:
- 70 – Number of Times I have written about thredUP INCLUDING National Press and a Review on my website Frugal Coupon Living
- 470 – Number of People I have directly referred to thredUP (this number is actually much larger but I do not have records of additional referrals)
- 15 – Number of times I purchased clothing and shoes at thredUP (both for Girls and Women)
- 3 – Number of Bags Sent to thredUP (some clothes slightly used, some like new and some with tags!)
thredUP’s Loyalty Numbers Concerning My Lost Bag:
- 2- Number of times I have called thredUP and left a message asking for a manager – Left my number 2xs on the message in a clear audible tone.
- 0 – Number of Phone Calls I have received from thredUP
- 2 – Number of Facebook messages exchanged
- 2 – Number of Tweets I have sent
- 0 – Number of Tweet Responses from @thredUP
- 12 – Number of email exchanges since June 4, 2013 with no resolution
- 2 months, 2 days – Number of days my bag has been “lost” (my words, not theirs)
Let me tell you two things… First, I don’t usually share negative press. I am more one to share the joy over something that works and makes me happy. Second, I believe STRONGLY in customer service. To me Customer Service is just as important as the quality of product.
I sent a bag of clothing to be sold by thredUP. I received an confirmation June 4 that my bag was received and that it would be processed. I received an email a two weeks later from the CEO James Reinhart that there was a delay in processing my bag. Since that time, there has been no word on my bag. I have sent a dozen email exchanges, I have tweeted, I have messaged from Facebook and I have even called this company leaving my phone number twice per voice mail message… I CANNOT get a response of resolution or any admission that clearly my bag has been LOST!
I am okay with accidents happening. I get that. I make mistakes daily. I am not a perfect business owner. It is VERY hard to run a company, especially a national one that caters to many people you do not daily see face to face. I have a hard time managing my own emails and phone calls. However, I would never want to disappoint a customer, especially a very loyal one, especially when so much of my company is based on word of mouth referrals.
For two months, I have wondered how to handle this. Finally, I went to close friends who are business women and asked what they would do. They suggested I take my voice to you guys – my 30,000 Subscribers, 12,000 Twitter Followers, and and 88,000 Facebook fans.
When there is a major structure or set up to your company (receiving and processing bags of used clothing) you need an organized set up to what to do when something “goes wrong!” What happens if we loose a bag? What is the solution?
- If we loose a bag, how do we hold on to that customer?
- How do we make it up to them?
- How do we compensate for lost bags
In this case, I feel thredUP is doing the WORSE possible solution by ignoring the issue and ignoring the customer – especially one who is so loyal.
Why I am moving on….The Customer Service is Awful. The support of members is disappointing. They loose bags!
Give me one more second, let’s pretend I didn’t have a big blog, I didn’t have 88,000 Facebook fans, I didn’t never referred 470 people – You should still treat me like I am the most important customer around. Word of mouth is a powerful marketing tool. Treat every one fairly and as if they matter! I don’t like being ignored and I don’t like loosing money to a company I trusted and strongly supported.
VERY DISAPPOINTED WITH thredUP!
Other Places to Sell Your Slightly Used Women’s and Kid’s Clothing
- Tradesy
- The Real Real
- Kindermint
- LikeTwice
- Reemarkit
- Once Upon a Child – see if a store is in your area
- Consignment Sales in your local area
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