Vestiaire Collective
reviews and complaints

I am new to this site and made my first purchase I purchased a bag which almost seems too good to be true as it was a credibly cheap three days go by I don't hear anything fourth day the seller of the bag says she will send a bag the next day then I receive notice from the company saying that they will not have the bag and they will refund me as soon as possible I still have not been refunded to me the site is a gamble you pay your money and you don't know if you will get your item for sure or not or what kind of shape that Item might be in. Then if they don't have the item you have to sit around and wait for your money it's crazy and I am extremely upset that I got ripped off

I can't find online any email to contact them,
Since last year!
This website use to be great, now things takes forever there is none exchange of informations, i used the boots ones there was nothing wrong.
Before the use to let you decide to negotiation with the buyer in this case or if you would like to let the company keep it.
This time i got the update about is wasn't accepted almost a month after the received, e since that never got it back also so the track number is unavailable
A SHAME i use to love them!

I have successfully sold a few items with Vestiaire Collective. Until recently I have sold an item and sent it on time. ONE MONTH has gone and the item is still under quality control! I've tried to send numerous emails and call customer service to request to speak to the higher team. However every time they only give me standard answers and apologies like reading from a script but without actually solving the problem!
They told me they have already sent urgent emails to the logistics but no answer from them. Please start looking for other solution instead of just sending emails!
And Johnny who I spoke to on 9th January promised his manager will call me the same day! Unsurprisingly no one actually got back to me. And I call again the next day, in the middle of the conversation the staff hang up on me! This is by far the worst customer service I've ever had! It's always me chasing up the matter and on the other hand Vestiaire Collective has make no effort!
WEEKS have passed and still no result! I'm extremely disappointed with Vestiaire Collective and their outragusly horiandous customer service!

66 Turnmill Street, London, EC1M 5RR

They sold a Rolex watch I put up for sale, I sent them the watch. They said the strap wasnt original so the sale was cancelled. They said they would keep the watch and relist the item with the updated description. I found out months later they had never relisted it. I asked for my watch back, its been at least 2 weeks and nobody has sent it back to me and every time I get back in touch with customer service I have to start from scractch with my enquiry as they dont keep a log of your previous contacts.

Hello,

I would like to submit a complaint about my previous experience with Vestiaire Collective. I have been a member and selling with you for almost 10 years now and have always had a good response rate and no issues with my products.
A few weeks ago, I sold TWO Maria Tash earrings which I sent inside a bag with other items I had sold. I clearly marked that there was an earring inside the package and even took a picture which I sent by email to Vestiaire Collective to show how it was packaged. The other earring was inside of a little bag which contained 2 other earrings sold (so there was no way of misplacing it or not seeing it) that were checked, accepted and paid for.
Basically, I kept on getting notifications that my earrings had not arrived, even though the other items in the package had been checked and accepted. After one month my items were cancelled. The thing that really bothers me is that I wrote SEVEN emails asking about these earrings and I did not get ONE response back in one month! I even contacted the live chat twice being told this would become a priority, which it certainly did not.
I understand that things can get lost and I will definitely be sending all of my items separately now as I understand you need the tracking BUT seven unanswered emails in one month is really unacceptable. It is obvious to me that someone pinched the earrings and this is a service where trust should be a number one priority.
I hope this will be my first and last complaint I need to file, but I was very disappointed in the treatment I received this last month as trusted member of the Vestiaire community.

I bought an item almost 2 months ago, they sent it out by an incorrect address which i found out from the shipping company. But the shipping company said they need the sender to correct the address which makes sense. So I contacted them to correct the address. They said they will do, and without updates I waited for several days.

When I inquired again, they asked for my ID and some form to fill out. I asked why i need to send my ID, they ignored my again.

So I had to inquired for the 3rd time, they repeated saying that need my ID and need me to fill out a form. I asked the reason again, they said if I don't provide my ID, they can't do anything. I asked for refund, they asked for ID again, as they said, if I don't provide my ID they won't do anything, then over.

I don't see the point because :
1, I didn't provide my ID to register the account or to purchase the item, why do I have to prove myself at this stage?
2, It was their fault to ship my item by incorrect address, why do I have to prove myself to correct their mistake?
3, There was nothing i did could be considered as suspicious transactions, I'm not buying restricted products. DO THEY HAVE RIGHTS TO CHECK MY ID?!
4, Do they just make the process complicated just for stopping customer return or questions?
5, After I've been ignored and all of this answers, I CAN'T TRUST THEM TO PROVIDE MY ID! Who knows what they do with my ID?

I have bought a scarf that was advertised in big bold letters as a silk scarf. When it arrived, I saw it is 100% cotton. I called customer service and they said to send them photos, which I did. They said to return it for a full refund. Next thing I get, an email saying the return is refused because somewhere in the small print it said the scarf is cotton. Customer service refused to pass me on to a manager.

I am very disappointed. I've ordered a bag and split payment for three months. Each months they took same amount, however on a last month they charged me twice and doesn't give my money back.

Very poor customer service.

The quality control team is not professional. I have sold lv scarf and qct refused to take that because it smelled of perfume. They offered to sell cheaper. That is ridiculous.

That was the last time I am using them

Dear officer,
I bought a tiffany cles en argent necklace from a private seller, the necklace looks like fake one from one sight. The picture (pic one and two is fake, and the pic 3 and 4 are the real one from other people.) will show the true of my word and I keep all box and receipts.
The fake reason:
1. Incredible small and looks cheaper, hold the doubt for silver
2. Fuzzy logo even hard to recognize
3. Not the original tiffany chain as the pic the seller post online
4. The blue cloth with tiffany co logo is not right. See pic 3 is the right one
5. The circle material should be obvious matt effects

I hold a doubt that vestiaire collective expert team team didn't check anything! As a loyalty customers since 2016, this is very disappointed and immoral deal! The website has its compelling obligation although its from private seller.

My email is : [protected]@outlook.com
Product reference: 5671987
Order validated data: 18/01/2019

I am look forward your kind reply and please back me a fair solution.
And appreciate for your help.

Avoid Vestiaire Collective at all costs. As the vast majority of reviews suggest, the company only stands behinds it sellers, and cares nothing for customer service or satisfaction.

I ordered a Ghurka duffel bag from a private seller on December 14, 2018. When the bag arrived, it very obviously did not match the seller's description or pictures. The seller described the bag as "Tan GHURKA Canvas Cavalier II No. 97 Twill Duffel Bag. Leather trimmed zip top bag with gold-tone hardware" and described the cloth as "beige." The bag I received has very bright, tangerine orange leather trim, nowhere in the listing was the color orange mentioned, and the photos of the listing had been manipulated in such a way as to make the leather appear to be the more traditional and common Ghurka tan. I do not like orange, and would not have purchased the bag if I had any suspicion that the leather was orange.

I contacted Vestiaire customer service through their website on 12/25 about the discrepancy in the listing. I received no response (Vestiaire disputes this. They claim to have responded on Dec. 26th. There is no message from them in any folder in my email, spam, trash, or otherwise. Oddly enough, all of their later emails came through with no issue, including a satisfaction survey they will obviously ignore, judging by all the reviews). I contacted them again via email on 12/28, and when they finally responded on 12/29, the only option they offered me to resolve the situation was to re-list the bag for sale with them (which includes a "small handling fee" I would be charged for that great honor, should the item eventually sell).

Essentially, I am stuck with an expensive, but ugly, duffel bag that I will never use, all because Vestiaire Collective does not stand behind the integrity of their listings, and allows dishonest sellers to describe an item in any way they please, no matter how untruthful or misleading. No one with any degree of English literacy would think think "tan" or "beige" describes bright orange, but apparently the quality and authenticity "experts" at Vestiaire Collective, who were supposed to have inspected the item for compliance prior to shipping, would disagree.

Long story short. DO NOT BUY THROUGH VESTIAIRE COLLECTIVE! Even if an item is blatantly not as described, they will not allow returns of items purchased from private sellers through their web service. No matter the condition or description, Vestiaire Collective does not value its customers enough to correct those situations in a meaningful manner, and the overwhelming number of bad reviews are a testament to their nonchalant customer service attitude. Believe the bad reviews.

I purchased a pair of used Stella McCartney Binx loafers for £240 on 09/10/2018 (Ref 1886307). The website provided the option of £20 shipping fees as flat rate and advised the item would be shipped from Hong Kong to Paris for Quality Control then shipped to London from London. I also received an email which stated I had free shipping offer which would end on 12/10/2018 but this was incorrect as I was charged £20 upon checkout. I was not given the option to choose to pay the flat rate or import duty tax instead.
The item arrived in the UK and I was charged £158 import duty taxes. They did not advise of this anywhere on their website. My invoice is marked as £0.00 for Import duties and taxes. I have my email confirmation.
Logically, I assumed the £20 shipping fee was to cover Paris to London as per the email I received stated (which is excessive anyway). I contacted their support team and was advised to reject the item if I didn't want it anymore and have it relisted.
I have contacted support on several occasions and this has not been resolved yet.
I am now out of pocket for £260 and still do not have the item.
Customer support has been terrible and I am tired of going back and forth as it is a waste of my time and energy. I would just like a refund. I don't want the item anymore as it is not worth the time and money. It has caused me distress and anxiety.
This is an error on the part of Vestaire Collective and making me pay for their error is completely FOUL! Why do I have to pay for the oversight of the website? I don't believe these problems still happen in 2018. I have been trying to find if there is a regulator who they can be reported to. This is wrong!
Invoice showing import duty cost and tax as well free shipping offer and confirmation emails attached.

Dear Vestiaire Quality Inspector JULIE/MM,

I was disappointed by the shape of the Louis Vuitton Speedy Bandouliere bag that I received. Sad to say, it had lost its original shape by folding or collapsing, far away from the photo displayed on the Vestiaire web site. As this really matters to me I cannot understand that this was not notified by your quality control.

I enclose two pictures of the bag. The first is a photo of the well shaped bag on the Vestiaire website; the second is a picture of the folded bag that I received.

Marianne
PS. Furthermore it was a negative surprise that I had to pay 2502 SEK afterwards because of Swedish import duties and taxes. On your order summary import duties and taxes are set to 0.

I ordered a purse that as listed as in "very good condition", and the seller wrote " Bag comes in great and clean condition, only the 2 leather straps are curling up a bit from storage ".

The purse delivered was old, damaged, de-colorated, scratched.

I made a complain and the costumer support with pictures and they reply that they don't offer returns! What about making their job of assuring the articles are in the condition that they were listed?!

I purchased a faulty item from Vestiaire Collective and upon receipt of the items the shoes were dirty and had pen marks on them that were not included in the listing. I emailed them on 11/06. "I purchased three items under [protected] and two of them are not as expected. The shoes are dirty/more worn than the description and the dress shows signs of fade on the colourblock area? I've ordered from Vestiaire a number of times and never had problems like this. Can you please let me know what my options are? The items are still in their packaging with the tags attached."
On the 21/06, after reviewing photos I sent them, they accepted my complaint for the trainers only and sent me a return receipt. "You should shortly receive a return voucher for the trainers reference 5442195."

I spent $50 sending the trainers back to Paris Headquarters and then was emailed by Vestiaire on the 5/07/2018 saying they WOULD NOT ACCEPT the return! "Following your request, our experts have carried out a second quality control check on order [protected] for the item Baskets en cuir ETRO [ref: 5442195], and have confirmed the below: Our Quality Control team have verified that your item matches the original product description made by the seller at the time of your purchase. For this reason, we are unfortunately unable to approve your return on this occasion."

This is unacceptable behaviour and I request action be taken to recoup my purchase funds.

Yours sincerely.

Jade Meara

I was sold a fake Moncler Jacket for a 12 year old boy. It had a rubbery smell, very tiny furry hood, unlike the model should have and a MADE IN CHINA tags on the inside with a weird italian company name and address next to it and then Moncer written in. No authenticity tags, no cartoon on the side, size tags in a strange pace and size stated in cm instead of years as my authentic Moncler jackets do.

I contacted VC and they offered to take the coat back for a second inspection which also concluded that despite made in china tags, the coat is indeed Moncler. Impossible to reach them on the phone, impossible to get the money back.

All the pictures I took and sent to them, all the proof you can gather will not change a thing - I am convinced they have a deal worked out with a counterfeit factory somewhere and peddle their cheap stuff along with a few authentic things from here and there.

VC is refusing to reimburse me my money and is sending the fake coat back to me.

I brought a beautiful Theo Fennell necklace, from a secondhand site called Vestaire Collective, I've worn it once and one of the stones have fallen out, this means I have been sold faulty goods and Customer Service thereare unprepared and will do nothing about it, who do I need to contact to get this returned and repaired? Surely this should not be allowed it is faulty!

My parcel has been incorrectly been sent to the wrong address. Please can you correct this. My name is Mrs Helen Berger email address [protected]@ isfrica.com and my goods were sent to the hotel that we stayed at at No 4 Adamson Road. London NW3 4 HP. It should be resent to me at my physical address which is 111 Kloof Road, Bantry Bay 8005 Cape Town South Africa. I can be contacted at [protected]. The parcel is with Mr Ian Jackman at No 4 Adamson Road st the moment and he has just advised me that it is there. This is URGENT

Item numbers 4940034 (Chanel necklace) posted on the 07/01/[protected] (Saint Laurent Boots) posted on the 16/01/18
5050510 (Loro Piana Jumper) posted on the 08/01/18 have all gone missing via Hermes shipping with the label you provided. I have sent receipts of the shipping confirmation along with photo ID and I received an email this morning stating you will open a dispute for the missing necklace and are refunding the buyers for the jumper and boots and the jumper and boots have also been removed from my account. Why not an open postal case for all 3 items? Why have they been removed from my account? Why has the buyers been refunded when its a 30 day policy? I called your London office to be shouted at by a female member of your team and said there was no manager to speak to. This is fraud deleting my items and not opening a case!

Erm... I was promised that they would send my dress very soon. It's been one month, the dress is still there. I fell for their ads stating that they ship very fast and thought that maybe I would order something for an upcoming event. This event was held last Sunday, by the way. And I had to buy a different dress.
Now I don't need the one I ordered because everything in this world is appreciated when it happens on time. I tried to cancel, but they said it was impossible. Ok, when it arrives, I will return it just because I don't want to have anything from them no matter how expensive or beautiful it is. Their service sux and that explains a lot.