This is a fairly new company. They probably have kinks to work out and bad eggs to fire. There is a FAQ Page that is very informative. I am glad that I found this site and look forward to donating clothes. (What is protocol for unsellable items?) Never had any problems except clothes getting lost, but money is refunded (if I even paid money) plus 10 in credit to say sorry. I even considered applying for a job here. Great opportunities here for people who can't afford extra clothes to get them.