ThredUp Selling - Luxe

[chris10014]

Thank you, yes I definitely haven’t given up hope yet, but I tend to be an optimist

Hey guys, havent posted here in forever but came across this thread when i was researching luxe online.

just to share a more positive story... well, it was mixed in the beginning (with thredup), then really good with luxe.

so, i started sending stuff to thredup a few yrs ago. i was ok with them, then they dropped their already low payouts (this is thredup, not thredup LUXE ) but they kept accepting my higher end pieces, letting me set prices, and they would sell usually after a few months. but, they became my backup selling site after a few rotten experiences of them actually damaging some of my items and returning them to me as not accepted. however, when i challenged them on this they did reimburse me at what i thought was a fair amount. still, made me lose faith. however, that didnt happen again during the past year or so, and my high end's were still selling decently, so i continued w/ them.

when they started the luxe program at 100% i jumped on it. one thing i sent them in the first box was a chanel wallet which was listed and photo'd beautifully, and sold quickly at a good price. anyway, 5? boxes later, and they've been doing really pretty well for me. i dont send the level of items that many of you do, ie chanel bags (not in my closet yet!) but, some good items for sure, usually priced in the $2-300 range.

Some criticisms of luxe:

- their mail tracking is a bit spotty; initially i was reassured after sending boxes fed ex, as i wd have them scan it in and they showed up same day on luxe's site's tracking. now they're using usps and its not being tracked as well, causing me some stress. ps i do not use their black bags, i send in boxes w/ labels, all taped up and safe...

- they have slowed down processing time noticeably, but i do blv they are swamped with last minute packages being sent before the postmark cutoff of 12/31, so i'm not pushing on that point... yet. they do need to improve their speed again at this point tho.

- there have been a few mistakes where an item was put in up front payout that should have been consignment, according to their designer list... but when i asked about this they were very responsive, it just takes them usually a few days to reply to me. i've found them to be very reasonable, interested in feedback, and trying to learn and improve. i do think they are in the growing pains stage, luxe is a whole new world after thredup, but i think they're working hard at creating a great biz model.

- however, my sense... on the chaos, and the other more serious issues raised here such as things going missing is, they likely have a few bad apples in other areas of the company. that was always my concern was that LUXE items should not be treated similarly to thredup. It seems there needs to be a greater separation. if they are using thredup employees for luxe items, then they need to be trained in luxe and they just should really be vetted. we are talking about some serious value here. if other employees are handling things who are not vetted... then the process may not be being safeguarded enough. so, i have been warned now, and will take precautions. BUT i would not write off luxe as i do believe they are well-intentioned, but may need to do some cleaning house and cleanup work at this point, to nip these problems in the bud...

anyway! as nothing has gone missing w me i havent had to deal with this horror myself... you guys are freaking me out lol, i so feel for you who've had to go thru this stress. Smart to do some things when sending like someone mentioned videotaping yourself sealing package w label on top.... this would at least provide a bit of "proof" on your side should anything go missing. I also always include a list of items. i would just advise anyone new to send them perhaps a max of 1 or 2 ultra luxe items at a time, until things get super smooth w luxe.

sorry for the long post!! i wish the very best for luxe and will continue to work w/ them and point out their errors, and see how they handle it. if they dont take things seriously and respond appropriately, then i will move on .

 

[Gblb]

Add me to the official list of losing my item. I sent a Chanel rectangular mini in on 12/12 which was delivered on 12/14, they said they were looking for it up until today, when they notified me that they are contacting FedEx about the status and will let me know after the weekend.
This seems to be quite the pattern. I wonder what is behind it? Very disorganized receiving process or employees stealing items?
I hope they don’t offer me a fraction of the value of my bag like they did to others.

Did you hear anything about the status of your mini? I really hope it works out for you.

 

[nicole0612]

Did you hear anything about the status of your mini? I really hope it works out for you.

Thank you so much. I actually just heard back today. The bag was delivered on 12/14 and I sent them a few emails over the past 2 weeks saying that it needs to be resolved now. At first I didn’t hear back, or they would respond eventually and give a day in the future that they would get back to me after they investigated with FedEx etc. Today they responded and said that FedEx had no update (it shows delivered on 12/14 via tracking), and they say they are sure it did not go missing at the threadup headquarters because they have such streamlined protocols in place. In any case, with huge relief I can report that they agreed to pay for the bag at my suggested selling price. They said since I had sent them a number of high value items and always had fair suggested selling prices that they wanted to resolve it in a good faith gesture.
Luckily I had photographed the bag with the label in the box along with photos of the description and suggested selling price. I would recommend that everyone does this for high value items. To be extra careful you can actually ship items yourself and though you may have to pay for shipping and insurance, it may be worth it for piece of mind for high value items. That’s what I did with a Hermes handbag I sent in (per the suggestion of threadup).

 

[cinderella0087]

I’m glad you got a payout for your bag!! Yeesh.

Mine was processed a week late and I had to email three times to get a reply about why items were returned to me (which they all were - I’ve had my frustrations with Luxe but they have never lost my items).

The reasons they gave were pretty bad - no size tag on a YSL skirt when it’s on the side, not sewn in the top. Scratches on sunglasses that are brand new (and not scratched), etc. Also one of the items they accepted is new with tags and they have it listed as minor wear so I need to email about that. I would think with how long it’s taking to get everything done that they’d be a bit more thorough but I guess not.

The 100% commission was a good trial for me but I can’t say I’ll be using them in the future. Poor and slow communication and too much back and forth to fix things that they’re in the wrong about. For that much hassle, I’ll just do it myself.

 

[nicole0612]

I’m glad you got a payout for your bag!! Yeesh.

Mine was processed a week late and I had to email three times to get a reply about why items were returned to me (which they all were - I’ve had my frustrations with Luxe but they have never lost my items).

The reasons they gave were pretty bad - no size tag on a YSL skirt when it’s on the side, not sewn in the top. Scratches on sunglasses that are brand new (and not scratched), etc. Also one of the items they accepted is new with tags and they have it listed as minor wear so I need to email about that. I would think with how long it’s taking to get everything done that they’d be a bit more thorough but I guess not.

The 100% commission was a good trial for me but I can’t say I’ll be using them in the future. Poor and slow communication and too much back and forth to fix things that they’re in the wrong about. For that much hassle, I’ll just do it myself.

Thank you
Yes, I agree, I had similar experiences with items being rejected for odd reasons. For example, I had a Chanel jacket I had only worn once which was returned to me without notification, when I asked why it wasn’t on the list of my box contents they said because there were stains inside the neckline and lining. I was worried it had been damaged, but when I received it back it was perfect and still like new. It seems arbitrary at times.

 

[AnnaFreud]

Thank you so much. I actually just heard back today. The bag was delivered on 12/14 and I sent them a few emails over the past 2 weeks saying that it needs to be resolved now. At first I didn’t hear back, or they would respond eventually and give a day in the future that they would get back to me after they investigated with FedEx etc. Today they responded and said that FedEx had no update (it shows delivered on 12/14 via tracking), and they say they are sure it did not go missing at the threadup headquarters because they have such streamlined protocols in place. In any case, with huge relief I can report that they agreed to pay for the bag at my suggested selling price. They said since I had sent them a number of high value items and always had fair suggested selling prices that they wanted to resolve it in a good faith gesture.
Luckily I had photographed the bag with the label in the box along with photos of the description and suggested selling price. I would recommend that everyone does this for high value items. To be extra careful you can actually ship items yourself and though you may have to pay for shipping and insurance, it may be worth it for piece of mind for high value items. That’s what I did with a Hermes handbag I sent in (per the suggestion of threadup).

I’m glad your missing item situation was resolved. Who have you been corresponding with at ThredUP? My case (4 missing bags and sunglasses) is still unresolved. They sent me a USPS label, not FedEx to use though. Not sure if that’s the difference. It’s been several weeks and I’ve only received a “make good” promise but still nothing. How did they ended up paying you for the lost Chanel?

Also, the box I sent in was huge as it contained 4 Luxe bags. I also threw in some random non Luxe clothes for cushion. Only the clothes were processed. Everything else was missing. No one thought this was unusual?? I’m so done with them and their Luxe program.

 

[nicole0612]

I’m glad your missing item situation was resolved. Who have you been corresponding with at ThredUP? My case (4 missing bags and sunglasses) is still unresolved. They sent me a USPS label, not FedEx to use though. Not sure if that’s the difference. It’s been several weeks and I’ve only received a “make good” promise but still nothing. How did they ended up paying you for the lost Chanel?

Also, the box I sent in was huge as it contained 4 Luxe bags. I also threw in some random non Luxe clothes for cushion. Only the clothes were processed. Everything else was missing. No one thought this was unusual?? I’m so done with them and their Luxe program.

Thank you, so sorry your situation is still not resolved. I think I was assigned a threadup Luxe representative, because every time I email she emails me back, her name is Claire. I still can’t cash out my payment, so I emailed them about that this morning and again later today. It will be through the normal payment method as if you sold something: choice of site credit, visa prepaid card or PayPal transfer with a small PayPal deduction.
The labels they send actually work for both USPS and FedEx, there is tracking for both on it. It doesn’t say FedEx, but I knew it should work because I read it in their FAQ, and of course I chose FedEx over USPS.
Wishing you the best luck in a good resolution!

 

[fashion_victim9]

received my return today, 11 items in a box. All messy in a big box, shoes are separate from each other, not covered with anything, boxes are opened, and my beautiful like new Herve Leger dress.. I shipped it to them in a beautiful box, carefully packed with ribbons and tissue paper. and it was in that box just like this, like it's cheap sh*t from China. Not in my box, no any packaging at all, all dusty and creased. Literally almost crying, noone can treat luxury items like that

 

[fashion_victim9]

I think they are really not ready to deal with luxury expensive stuff, as they treat it same way as they used to do with cheap clothes and shoes. but even cheap items don't deserve to be treated like garbage!!!

 

[fashion_victim9]

checked again - a couple of other boxes are also missing, they returned just the shoes

 

[Mimmy]

I am very sorry to hear about everyone’s recent poor LUXE experiences. My first LUXE bag was processed 13 days after their estimated date.

I only sent 2 items; a MJ wallet from when MJ had a separate premier line and a small Prada bag. Both were in gently used pre-owned condition. They accepted the MJ wallet, but said that the Prada bag is on it’s way back to me. This is fine with me so far, as the MJ wallet would have been harder for me to sell myself.

The wallet has been photographed, but the sale is not active yet. Imo the wallet is priced fairly high, unless someone has a 40% off code to use. I will likely reduce the price.

I sent a pristine box and dust bag with the wallet which they don’t mention and did not photograph. To me, this is a miss on their part. I have seen at least one listing showing a box in just fair shape.

I am worried now that the Prada bag will be sent back without the authenticity card and tag that I included, making it of less value to me. I should have just sent a copy.

After reading other poster’s poor experiences (thank you so much for this), I only sent 2 items that I would not have been happy about losing, but would not devastate me.

I do not think that they are really able to handle all of the items that they are receiving now. It does not seem that they are as skilled in handling and pricing luxury goods as they should be (or do not have enough people who are) to make this program work well.

I will reserve final judgment until my wallet sale becomes active, and I get my bag back.

 

[nicole0612]

received my return today, 11 items in a box. All messy in a big box, shoes are separate from each other, not covered with anything, boxes are opened, and my beautiful like new Herve Leger dress.. I shipped it to them in a beautiful box, carefully packed with ribbons and tissue paper. and it was in that box just like this, like it's cheap sh*t from China. Not in my box, no any packaging at all, all dusty and creased. Literally almost crying, noone can treat luxury items like that

checked again - a couple of other boxes are also missing, they returned just the shoes

That is horrible and appalling. I am so sorry! They did not mention serial cards, boxes and dustbags with my items and it makes me wonder if they just toss them all or store them in such a way that they become broken or lost. I am so so sorry this happened to you!

 

[poopsie]

Wow.
At first I was kicking myself for not taking advantage of the promo. Now I am glad that I missed it.
Have any of you posted your horrible experiences on sites like yelp or pissedconsumer?

 

[Gblb]

Acceptance and Quality Standards
CLEAN OUT TIPS

• We encourage you to send in clothing from the season that just passed. For example, in October send us those summer clothes you no longer wear. Sending us a bag in May? Winter coats, please.
• You might receive a higher payout for items that still have the original price tags attached.
• New-with-tags items are not automatically accepted. They must meet our high-quality standards and be free of imperfections.
• Currently, we are limiting acceptance of dress pants, blazers, and workwear.
• To help identify matching sets, please place them in smaller bags within your Clean Out Bag.
• Fashion and costume jewelry can be put in a clear, zip-lock bag and placed inside your Clean Out Bag.
• For designer items, you may be asked to provide evidence of authenticity.

For authenticity, some said they have been asked for receipts. As of now do they have a reputable company authenticating for them or in house brand experts? It’s worrisome if they’re relying entirely upon receipts for authenticity.

What Happens to My Unaccepted Items?
thredUP works with organizations to distribute, resell, and recycle all of our unaccepted clothing. We do receive a nominal amount of compensation for these items which is used to help offset a portion of the shipping costs incurred when customers send us their Clean Out Bags.
If you would like your unaccepted items returned to you, please add Return Assurance to your Clean Out Bag. Please thoroughly review thredUP’s quality standards before sending in your Clean Out Bag.

Can I Get Back My Accepted Items?
No. Once your Clean Out Bag or Donation Clean Out Bag has been processed, we are unable to send any of your accepted items back.

Each business account may have different requirements for insurance payouts and both USPS and FedEx can be difficult to deal with for claims. FedEx requires some packages to be double boxed for example to be eligible. Possibly if still deciding to use thredUp one should get in writing their shipping requirements to be insured and processes if an item is lost in transit so you know what is required. In addition you are photographing your items prior to shipment, but if items get lost can quickly become a he said she said situation. No where on their site does it say how items are insured in transit or after receipt by thredUp in the event of a loss.

As @new.old.bag said in the beginning of the thread these issues have been happening for years. What about filing a complaint as new.old.bag suggested with the CA attorney general?
.
If the experiences posted here are just a sampling, have to think these issues are happening more often than not.

 

[Gblb]

I’m glad your missing item situation was resolved. Who have you been corresponding with at ThredUP? My case (4 missing bags and sunglasses) is still unresolved. They sent me a USPS label, not FedEx to use though. Not sure if that’s the difference. It’s been several weeks and I’ve only received a “make good” promise but still nothing. How did they ended up paying you for the lost Chanel?

Also, the box I sent in was huge as it contained 4 Luxe bags. I also threw in some random non Luxe clothes for cushion. Only the clothes were processed. Everything else was missing. No one thought this was unusual?? I’m so done with them and their Luxe program.

I’m sorry to hear this. I hope they pay you out soon. What worries me is if they keep ‘losing’ luxury goods they may not continue to take the loss.

checked again - a couple of other boxes are also missing, they returned just the shoes

This is inexcusable. Part of the appeal is having the original packaging. If they return items everything should be returned in the corresponding boxes, etc.

This sounds very disorganized and terrible quality control in place.