Disgruntled with Twice

So, I've had several decent transactions with Twice, the online thrift store. Both selling and buying. As I got ready to move, I mailed in my white Guess maxi dress, never worn, NWT that cost me $75, but retailed for $128. I got the offer of $8.75 in store credit or $7 if I chose Paypal. Heck, I got like four bucks for used skirts that I only bought for $20. This seemed SO far off the mark to me. So I opted to have it returned. Cost of getting your item back is $4.95. Okay, fine. I have credit of $7. Well, I can't use that $7 to pay for shipping back. I did not know this, and nowhere have I read this on the site. I used store credit for shipping when I bought a silk tank from them. So why is it usable if they ship an item I'm buying but not usable if they ship an item I want back? Is this something I am right in being miffed about? Would you be? I'm tempted to see about the BBB even though it is only $5. It's the principle of the thing.

11 years ago

General

12 replies

Latest reply was from Michelle

TylerAnne

Active Member

That's so frustrating! Do they have a customer service phone number you can call? Explaining the situation over the phone might prompt them to offer free shipping...you know, squeaky wheel gets the grease.

11 years ago

columbine(erin)

Veteran

I had a similar situation with ThredUp and am feeling burned. Sorry this happened to you.

11 years ago

Thistle

Veteran

So sorry this happened. I have never dealt with them, but I have had very little luck with consignment in general. Unless it is something worth putting on eBay, I tend to just donate it.

11 years ago

(website)

Veteran

I did get an email response, but with no resolution. Just, sorry you are not happy with the experience, etc.

11 years ago

rabbit

Veteran

Yeah, I wasn't happy with the the things I sent to Thredup either. All were in like new condition, and brands they accepted, and out of six pieces they only accepted two including a pair of unworn fashion sneakers, and gave me $4.35 total :P.

I have a consignment store down the street which has been reliable and fair for me, but won't take anything even slightly out of season, but Thredup says they do. I think that they probably really don't, or take past season things at a ridiculously low discount. Also I don't like how you have to wait two weeks to get a Paypal pay out.

I agree that if you can use credit to ship clothes to you, you should be able to use it to ship untaken clothes back -- good luck.

11 years ago

Laura (rhubarbgirl)

(website)

Veteran

Huh, that is aggravating. I guess I can see their logic but you're right, I don't remember that ever being specified during the selling process. They seem to have some major lacunae in their offers at times - I've gotten the 'we don't take this brand' reply a week or two before they start carrying that brand. Understandable but a bit aggravating. And I once sent them two pairs of Lucky Brand jeans from back when Lucky was a higher end denim line, and they wouldn't even take them even though I see those older Lucky's being sold for $$ on eBay. That was the only time I ponied up to pay the return shipping rather than have them donate the item to goodwill. Now I don't send anything I wouldn't be willing to donate to the thrift store in a pinch.

Twice seems to be having some growing pains as well - the processing of new orders has been super slow the last few weeks for me. And they've changed their return policy a tad so that if you want your returns back on your cc when you return something, they charge you for return shipping. If you take it all as store credit returns are still free like they were before.

I still have store credit and referral bonuses with them and I think they're still a good value for what you get, so I'll keep shopping them for the time being, but I agree that they're not as high in my books as they were a few months ago.

11 years ago

Gigi

Veteran

I haven't dealt with Twice, but I remember reading on the forum that when you are dealing with nicer stuff, the payback isn't very good (like on your dress).

Yeah, I'd be miffed about the store credit thing too. Seems like a crummy thing to do to a customer. Sometimes I am amazed at the lack of sales skills that people have. It's really not worth it to lose a customer over $4.95!

11 years ago

unfrumped

Veteran

I can see why they would not want to invest anything in return shipping costs. It would be like the just gave a bid, paying shipping both ways. But frustrating still.

11 years ago

catgirl

Veteran

Anything that involves the mail is just annoying to me. So I basically dump what I can at consignment and consider anything I get a windfall. I'm at the point where I just want stuff out....

11 years ago

(website)

Veteran

Unfrumped, I'm confused about saying they are investing shipping costs? I got the store credit from a previous sale to them of other items. It's money in my account, not an outlay of costs to them. I can't for the life of me see why money I earned selling to them cannot be used to ship back an item I chose not to sell, but can be used to ship an item I choose to buy. Shipping is shipping is shipping, no?
Una, I've lived with mail crap so long I almost don't understand in store shopping any more. Case in point, on my b-day trip to Tampa I spied cutout booties and said I liked them to BF. Maybe I could order later. He said, "why wouldn't you just get them right now? You're here." Duh, good point. lol

11 years ago

catgirl

Veteran

Yes me too as far as shopping, but I don't like all the transactional costs of trying to to make back money on E-Bay and the like. The time, shipping, driving, labels, posting and monitoring is just overwhelming to me.

I do think their policy is ridiculous!

11 years ago

Michelle

(website)

Veteran

I'd never even heard of this place until I read your post, Molina...and now you've got me convinced that I wasn't missing much. :p Sorry you had such a lousy experience! Sounds like a clothing swap would be more fun and just about as lucrative.

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11 years ago

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