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ThredUp: The $222M Resale Giant That's Not Your Friend
A data-driven autopsy of the thrift giant's 16.5M monthly visits and 1-star Trustpilot nightmare
ThredUp isn't just a thrift store—it's a $222M logistics behemoth that turned secondhand into a scalable commodity. But with a 1.3/5 Trustpilot rating and 69% direct traffic, the data reveals a fascinating paradox: massive scale meeting brutal user backlash.
"ThredUp built the infrastructure for resale at scale, but at the cost of trust—proving that logistics and customer love aren't the same metric."
The Traffic Paradox
69% of ThredUp's 16.5M monthly visits come directly to the site—only 24% via organic search. This signals a brand that's become a destination, not a discovery. Users type 'thredup.com' directly, not 'used J.Crew shirts.' The brand has eclipsed the category it represents.
The Trust Deficit
With 4,069 Trustpilot reviews averaging 1.3/5, ThredUp faces a credibility crisis. For a company that raised $304M, this isn't a scaling issue—it's a product-market fit problem in reverse. The gap between 16.5M visitors and 1-star ratings suggests friction at the transaction layer that threatens long-term retention.
The keyword data tells another story: 'J.Crew' (370K monthly searches) outranks 'thredup' itself (238K). ThredUp isn't competing with Poshmark or Depop—they're competing with the brands they resell. Their SEO strategy reveals they're becoming a search engine for branded secondhand, not a lifestyle destination.
- 982 employees handling $222M revenue = $226K per employee—high efficiency for a logistics-heavy model
- 95.9% traffic from one undefined region (likely US), exposing geographic concentration risk
- Tech stack is minimal (Tailwind, Cloudflare)—they're not winning on engineering innovation, but on operational scale
The Infrastructure Play vs. The Experience Play
ThredUp built the FedEx of resale but forgot to build the Apple Store experience. The next phase isn't about more traffic—it's about converting 16.5M monthly visits into 5-star relationships.
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Reviews (20)
I ❤️ ThredUp!
I have bought from ThredUp I don't even know how many times over the past 3 years (approx.). The only time I was not satisfied with the quality of one of the items was when I didn't pay attention to the condition. I have been a little misleading by their sizing a time or two, but that was in part my own error by not knowing my measurements exactly, but a time or two it was to their fault. However, I will say that that hasn't happened in a long time now. I think them going to AI measurements have helped a lot. I wish they would include a couple measurements, like bust, more consistently, but I understand, too. Now, I do think the $3.99 restocking fee is a bit outrageous, but if buyers would buy more confidently & know their measurements & read descriptons/conditions before purchasing, they probably wouldn't have a problem dropping that price down as less people would be needing that feature. The only downside that I personally have against ThredUp is the selling aspect of it. I think there are way too many brands they do not reimburse for and they charge way too much for the package. You can't tell me with all the clothes they dont accept, they can't have a dollar bargin bin.garage day sale once every so often that singlehandedly wouldn't cover the cost or most of it for the bags to be shipped (not to mention all the brands they accept but dont pay out for is basically all profit). That's really the only thing that keeps me from giving them a 5 star rating. Otherwise, I love this company and I will continue to use them long into the future. They have such a great selection, do a great job photographing the items, documenting the condition (which they explain how that is determined on their page), I've always gotten the products in a very reasonable time frame, & they've always been packaged very nicely, making it more fun to open. I totally recommend trying them out.
Hi Elyse, Thank you so much for taking the time to share such thoughtful and detailed feedback. We really appreciate you highlighting both what you love and where you see room for improvement. We’re always looking for ways to better support our buyers and sellers, and I’ll be sure to pass your comments along to the appropriate teams. Thanks again for your continued support—we’re glad to have you as part of the ThredUp community!
Sellers Beware, a few tips
Just a few concerns selling items on ThredUp, which I will write in order of bad to worst. If you send in a brand new item with tags, make sure the computer (which determines the condition of your piece) labels it correctly, although one response I received was that there was no way to correct the computer. Secondly, if you send an expensive item, make sure there aren't too many other similar items (especially of the same brand), or they will disqualify it at your loss! Thirdly, I sent a few VERY expensive items (Escada, for example), which somehow went missing from my bag after it arrived there. Because I had some evidence, the company gave me a credit (though not for as much as the items were worth, even resale), and I was forced to buy things I didn't want and lose the sales. I'll not be participating further.
Hi Geri, Thank you for taking the time to share your experience and concerns. We’re sorry to hear that your Clean Out didn’t meet your expectations. Our goal is to provide a convenient, hands-off way to clean out your closet, which includes handling the shipping, processing, photographing, and listing of items. Because we evaluate items based on current demand, condition, and inventory levels at the time of processing, we’re not able to guarantee that every item sent in will be listed for resale. This information is outlined in our Selling Guide so sellers can make the most informed decision before sending items. We understand how disappointing it can be when items don’t sell or are not accepted, and feedback like yours helps us continue working toward greater clarity and transparency around the process. If you’d like us to review your Clean Out more closely or have questions about a specific item, our support team is always happy to help at [email protected]. Thank you again for sharing your feedback.
Really not worth the trouble
Really not worth the trouble. They don't accept some things (e.g. a new tags-still-attached Tek-Gear jacket) and the percentage they pay you for items they decide to list is minimal if an item actually sells. They deduct $7.95 from whatever you make. I sent about 30 items including 3 pairs of new shoes but I doubt I will more than barely cover the 7.95. Just not worth the hassle. Would rather donate to charity.
Hello Jane, While we hope to accept as many items as possible, we cannot guarantee the acceptance of every item regardless of the condition. For additional information about what the processing team looks for when items are processed, please refer here: https://kst.mr/HksKyLaEWg. If you'd like we would be glad to review your clean out results, please feel free to send us an email at [email protected]. If you would like to have unaccepted items returned, our Consignment Premium Clean Out option must be chosen when ordering a Clean Out. Please ensure you have elected to have unaccepted items returned. If the option to reuse/recycle unaccepted items is chosen, we cannot retrieve any rejected items and arrange to have them sent back, it is truly a logistical limitation. More information can be found in our Seller Terms of Use: https://www.thredup.com/legal/seller-terms. Thank you for giving ThredUp a try and for taking the time to leave a review — we really appreciate it.
STILL no refund for returned Jacket
Part 2 to my original one since my issue hasn’t been resolved. I received a response to my review that my $200+ missing refund would be “escalated”. Got an email basically reexplaining what is already apparent about the status of my order and STILL no refund.
Hello there, We’re currently in contact with you via email and are actively working toward a resolution. To move this forward, we do need the additional details we requested so our team can complete the investigation and process the appropriate next steps. Once we receive that information, we’ll be able to proceed. We appreciate your patience and look forward to resolving this with you as quickly as possible.
Don't Sell you clothes here
Selling on Thredup is a joke. They take at least 25% and on some things they sell it but don't give you anything from it. They sell some of your stuff and list is as "not qualified for earnings." So they took a new pair of Michael Kors pumps and sold it, and are just not giving me any of the money for it. On top of that, they also take an additional $15 of what you earn - even though I make 15 CENTS on a pair of lululemon leggings - that they are selling for $25 - I have to pay extra service fees on top of their "commission." Talk about greed. I would rather take my stuff to a shelter and make nothing than be willingly stolen from. What a joke. It also takes them WEEKS to process the bag. I had a whole new pile started, some things with tags still attached, but they are getting donated. I will not give this company any more of my money. Bunch of thieves.
Hello Amanda! We’re sorry to hear about your experience and understand why this feels frustrating. We try to be as transparent as possible with our payouts by having our Payout Estimator and Selling Guides. At the end of the day, we make it the most convenient for you to Clean Out without any hassle on your end. If you have questions about your payout feel free to send us an email at [email protected], our team would be glad to review the details. We also recognize that long processing times are frustrating, and we’re working to improve them. Thank you for sharing your feedback- we appreciate you giving us a try.
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thredup.com uses 4 technologies across their website including HSTS, Cloudflare Turnstile, Cloudflare, Tailwind CSS.
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thredup.com receives approximately 16.6M monthly visitors and ranks #1,853 globally. The website has a bounce rate of 32% with visitors viewing an average of 10.7 pages per visit. Users spend an average of 7:52 on the site.
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