“Compared to now, four weeks was nothing, and it seems like they were way easier to communicate with then,” Bella said. ![]() They weren’t processed until more than six months later, in March 2023. Bella sent in her third and fourth kits in August 2022. In 2019, it took about four weeks for her items to be processed, she said. One ThredUp seller, who asked to go by her first name Bella, said that she has used Clean Out Kits four times: twice in 2019 and twice in 2022. It seems that ThredUp has tried to offload some of this through its $7-and-under online shop, which it launched in February. These partnerships allow ThredUp to reach a wider market but also mean that ThredUp has much more inventory coming in. Over the last year, ThredUp has teamed up with H&M, Kate Spade and J.Crew, among several other brands, to launch resale sites and services. ThredUp has relied on that reputation to build partnerships with retailers interested in resale. In its 2021 S-1, which requires public companies to list risk factors, ThredUp said that “disruption to processing of Clean Out Kits and disruption by Covid-19 has led and could potentially lead to additional delays in our ability to process secondhand items senders send in for resale, resulting in delays in sellers receiving payouts and less refreshing of our supply on our marketplace.” It also said that this “could harm our brand and reputation.” A point of frustration for both new and returning sellers “Customers who order a Clean Out Kit today can expect their bags to be processed within seven weeks, and we are pacing to hit a four-week backlog processing target by mid-Summer,” Homer added. network-wide storage capacity from 6.5 million items to 9 million items. In response to a request for comment, ThredUp sent along a statement from Chief Operating Officer Chris Homer: “Since the onset of the pandemic, we have seen an incredible increase in demand for our Clean Out service.” The statement noted that ThredUp recently opened a Dallas facility that will allow ThredUp to increase its U.S. During its most recent quarter, ThredUp’s revenue and number of active buyers both dropped 2% year-over-year, against the backdrop of this inventory pileup. In turn, two sellers who spoke with Modern Retail said they have been so turned off by the long wait times and lack of updates that they won’t use ThredUp again. In the past, this process typically took about a month, according to multiple sellers. ![]() According to a recent Instagram comment, the company is now processing kits from September 2022, a six-month delay. Today, that inventory backlog hasn’t let up. ![]() But in December 2020 - a few months before its IPO - ThredUp said it was “currently experiencing longer than usual processing times due to high volume.” At the time, the company attributed the backlog to reduced staffing levels in its distribution centers due to Covid. In turn, ThredUp reported a 35% rise in year-over-year revenue for fiscal 2021. ThredUp acknowledges that it typically lists 60% of the items it receives on its site.Īs an industry, clothing resale boomed during the pandemic as people cleaned out their closets. ThredUp will then process the items, list ones that meet its quality standards on its resale platform and send the sellers a payout. Customers request a Clean Out Kit (either online or through one of ThredUp’s resale-as-a-service partners), fill it with items and mail it back to ThredUp. The goal was to make it as easy as possible for people to send in their old clothes and accessories. ThredUp’s Clean Out Kits have been one of the company’s biggest selling points since it launched the initiative in 2011. “ will not respond to messages I have sent regarding my kit that I sent in LAST AUGUST that they just processed but what’s listed isn’t even my items!” reads another. “It’s been eight months and you’re just now processing my bag and basically giving me $1 payout for everything…ummm no!” reads one comment.
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