I have been using the up for many years at this point. I received a damaged package from them this month. I have been attempting to contact them since that time maybe 5 days. I have NOT been able to connect with a human to solve this problem. Their "bot" it absolutely worthless!!! It will not connect you with a human and also does NOT respond to my requests appropriately. I am just strung along in a circular conversion. I used to love thred up. I may never shop them again honestly.