Vestiaire Collective
Reviews and Complaints

I recently sold my vintage Burberry handbag on Vestiaire Collective, and while the process started off smoothly, it quickly turned into a nightmare. After receiving a label from the website, I sent my package via UPS. However, UPS was unable to locate the street where the buyer lived, despite it being a central location close to the university. My package was stuck in a warehouse, and I tried to contact both UPS and Vestiaire for help. Unfortunately, the customer service representative I spoke with, Franck T, seemed to have trouble understanding the situation and was not very helpful.

After several attempts to get in touch with the buyer and resolve the issue, I eventually received my handbag back. However, I lost the sale and went through a lot of trouble for nothing. This was not the first time I had experienced issues with UPS while using Vestiaire Collective. In a previous instance, UPS had chased me for payment, and Vestiaire had not followed through on their promise to refund me.

I also spoke with friends who had sold on Vestiaire Collective and discovered that one had fallen victim to direct shipping fraud. The buyer had swapped the item and claimed to have received something else, and Vestiaire had not provided any support or asked for evidence. When my friend asked for help, she received generic copy and paste replies that did not address her concerns.

It seems that Vestiaire Collective's customer service is outsourced to a cheap labor country, and the staff may not be adequately trained or equipped to handle issues. Additionally, the website's policies regarding lost packages and fraud prevention are concerning. They require sellers to send their ID in an open email, which puts them at risk of identity fraud. This is not a requirement from carriers like UPS, DHL, or FedEx, and the latter even expressed shock at such a demand.

Overall, while Vestiaire Collective may offer a platform for selling designer items, their customer service and policies leave much to be desired. As a seller, you may be seen as a cash cow, and the website may not prioritize your safety or security. It is important to be aware of these issues before using the platform.

Hi

Sold 2 items over 3 weeks ago and still have not got my money

this is copy of email sent to customer service, but no reply

Hi

when am i going to get my money, i,m out of $452.39, it has been 3 weeks , what kind of business are you running, stealing from sellers,

this would never happen with Ebay or Poshmark

I WANT MY EARNINGS NOW

Ref # [protected], $214.29

Ref # [protected], $238.10

PLEASE RELEASE MY EARNINGS NOW

I put a dress for sale on Vestiaire and a lady called Vic bought the dress paying 171.43 on 12 November.

Since then I have sent many messages but they refuse to pay this money to me. They say I never shipped it but I have proof of delivery AND confirmation from the buyer that they paid when they ordered it.

I feel like I have been subject to fraud as they now have removed my dress from the website saying the sale is cancelled .

On 11/11/2023. I placed a bid for an item, which later the seller accepted the bid. It stated then that I had 24 or 48 hours, I don't remember which to make the purchase. While I was paying for the item not even an hour later, I get the message that the item had been sold. I contacted the seller letting him know that he has done that wrong and that he had accepted my bid and did not allow me the time to complete the purchase. He apologized and stated that he is going to try and correct his mistake but he did not know how. I reached out to customer service via chat and explained to the gentlemen Thonny of what happened so they could assist the seller. He stated that anyone can still purchase the item even if my bid is accepted. I informed him that that it is not what the policy states. I sent the policy to him and he still stated that when a person places a bid someone could still purchase the item. I explained to him thati no longer placed a bid, the bid was accepted and that they gave me a timeframe to make a purchase which states that on the policy. He stated that that was incorrect. I told him that it's not and the only was that a person can still purchase the item at the original price is if the seller has not accepted the bid. Once the bid is accepted, there is no more negotiations because you and the seller are now in a contract. The item is then supposed to be placed on hold for 24 hours. The seller was new and did not know. However they are saying that's not what the policy says and it does. I gave them a copy of their policy and they still want to go back and forth with me. I write policies and contracts for the Federal government everyday so I know how to read contracts and policies. The customer service agents are very rude. I asked to speak with someone or a call back. I was told that someone would contact me in 24 hours and of course no has.

I’ve sold my item#[protected] Ganni jacket at £125, #[protected] a Reformation trench coat at £178 #[protected] Ulla Johnson silk dress at £230 using the compulsory shipping label Vestiaire generated I never get paid nor got my items back, they refuse to communicate and keeping ignoring my requests and messages, I sent my items #[protected] Christopher Esber silk dress at £549, #[protected] Aje purple horizon dress at £221, #[protected] Aje black linen dress at £296, #[protected] Aje blue linen dress at £250, Ref #[protected] at £238.1 #[protected] at £189 all been successfully delivered and none issues raised never got paid or item returned

VC claims to have 24/7 support but you can only chat with them and when you do, they don't respond. In addition, you are unable to open a new chat/issue until the current one is closed.

The mailing service lost my package. I am trying to get a hold of someone at VC to open an investigation on the issue. In the support chat, they told me to provide all my personal information and proof of mailing and drop off receipt. I respond with all of this information (immediately) and asked them to review to make sure they have everything they need to open an investigation. The support then goes silent, despite several requests and messages. No word.

I have had other issues with seller support at VC. I do not have confidence that they care about the sellers once they have received their money.

I placed an order for a Gucci bag. The item was due to be delivered on Saturday 28th October 2023. The item did not arrive. I checked the shipping data with DPD and it stated it was at their hub. I then contacted Vestiaire to open an investigation. They requested a written statement, copy of my passport. I have sent them these details. They now state that the bag is with DPD and I should collect it. But they have provided no details of how or where to collect it. No reason for not delivering even though I paid for delivery. No apology for not completing the service.

I decided to use vestiaire as I was lead to believe this was a trustworthy site, how wrong was I. I saw a Gucci marmont bag for sale. In good used condition. Described as with box and dustbag, no receipt. I decided to purchase the bag, and for added peice of mind I paid a fee to Vestiaire for this to be authenticated. The bag arrived on the 18th October 2023. As soon as I opened the box, my eyes were drawn to the bad stitching. This was not even on either side, the eyelets positioned poorly and not synconised with the stitching, no smell to the bag (I've had one if these bags before from gucci, and I knew what to expect) but this was from from it, the stitching around at the bottom of the heart at the back was uneven/not sharp, thicker on one side, the bag was not 26cm it was 25cm, the Gucci box was not a bag box. But a shoe one - the bag was squeezed in to make it fit. I know the Gucci brand and they take great pride in precise details, even stitching/synconised so both edges are even, every attention to detail, which this bag lacked. I immediately contacted Vestiaire with my concerns, they advised I return it for a second authentication check. With a few days I had contact saying the bag was matching the brands Description. I wasn't querying the description I was querying the fact I believed the back not to be Authentic. Vestiaire said I had 24hrs to contact them if I wanted it returned. Otherwise they would list it on my account. They would keep it in there hub for safe keeping, and forward on if it resold. I was totally devastated. I paid through PayPal. So thought I'd be covered under buyers protection. I contacted PayPal, advised them of the issues, and they are currently awaiting a response from Vestiaire. I spoke to PayPal on the phone. They said the likelihood I will need the bag returning to me, suggest I take it to Gucci for them to Authentic, PayPal assured me Gucci have done this on many occasions, unless that's done the hopes if getting a refund are slim. I contacted Gucci customer services. They advised they didn't offer this service. And the only way to be 100% is to have a receipt. They advised I wrote an email to them for feedback. As they are in co-oberation with Vestiaire etc. I emailed Gucci as requested. They thanked me for making contact but they wouldn't be able to help. So at present the bags listed for sale on Vestiaire, its likely someone might buy it, I will make a loss. And I feel upset that some innocent person is going to own this bag believing its genuine. Especially if they further pay for then a 3rd time authentication check. My advise. If something is too good to be true, listen to your gut. And stay well clear. You have no buyer protection, unless you buy from a business seller.

I purchased a jacket on Vestiaire Collective and paid an additional £15 for quality and authentication checks. The item arrived and I did not feel matched the description. I returned the item to Vestiaire. They did not uphold my complaint but retained the jacket.

I then listed the item for sale to take advantage of not having to pay sellers fees and the jacket immediately received offers. I accepted an offer and the jacket was sold.

At this point I contacted Vestiaire to inform them that the messages they were sending me to make sure I shipped the item were incorrect bc they held the item and were responsible for shipping.

Over a week of pleading for help from their chatbots got me nowhere. Vestiaire cancelled the sale due to my ‘failure to ship’ but invited me to repost the item. They still have the jacket. I cannot get through to anyone who can actually help. I am out of pocket, do not have my property and have wasted so much time on this. I will never use Vestiaire again either to buy or sell. Their ‘service’ is appalling.

I received my item being returned by a buyer which she said that it is been repaired and has odour, I am certain that my bag has no odour and has not been repaired. When I received my bag some parts of the bag is missing which is the key ring and the sling. I read the return policy of the company and it says if the buyer has issue with the issue with the item it will be sent to Vestiaire to be examined if the buyer is right but in this circumstance my item has sent back to me and when I chat with one of the agent, sunny his name he just said that’s it my bag has odour, how does the agent know when this item is not been examined by Vestiaire instead it was sent back to me with missing part and the bag looks very worn out. This is very very disgraceful. I want a resolution with my complaint pls. I only received a bag with no sling and no key ring. I want to know why this bag was sent back to me instead it should be sent to you guys to check whether the buyer is telling the truth, in this case you are one sided and only thinks about the buyer

I bought a bag on Vestiaire on 4 weeks ago. I couldn’t get my delivery on time and I wrote an email about it to customer service again again and again. They still couldn’t solve it which is frustrating.I should not consider any problem that shipping related or such as similar problems actually I bought a bag via their brand which means from the begging to the end it’s all on their responsibility. I cannot handle any of these problems it could be anything I’m not a professional importer that’s why I paid to Vestiaire to do these things , I paid import taxes fee etc for that reason right!? I just expect my package to delivery on time and it failed obviously and I asked them to paid my refund. Math in this is very clear I didn’t not have my delivery so if there’s no product why did I paid for ? This is the issue that Vestiaire need to solve it’s not my problem I’m a customer. Customer happiness must be a first step in their business they have one job and obviously it’s a very very amateur brand I highly not recommend this app do not buy anything! You might pay your money to get nothing!

I have sold an item on VC for an Hermes handbag.

REF:[protected]

The customer cancelled the sales afterwards.

I miss clicked the bag to be relisted instead of to be sent back.

I have contacted VC on 13/9/2023 and they confirmed me that my bag would be sent back within 5 days.

Nothing had happened and I contacted again and they claimed they would send back the bag within 10 days.

Nothing happened again and I contacted for the third time on 26/9/2023 trying to get them send me a confirmation and update me status regarding the shipment.

They deliberately delayed answering my requests on the chats and took my item down without even sending me back my handbag...

I am so frustrated and felt like my patience is being tested to the maximum.

Costumer service from nightmare! I am unable to print my postage out. Normally I always use the same address.This time shown something wrong with my address.Then i added the same address again . But it's still not working. I contact "Jaden T" from customer service. Which left me feeling greater disappointed then the system's error. Jaden refused to help for fix the postage problem.Saying nothing he/she can do.And left the chat open and quiet. Even I have asked to close the chat. Then I can open the chat with others to ask for help. As a Business seller on Ebay for many years.Get through all problems in E-commerce business.Lost goods,a package cut open.Customer service team always willing to help to find the way. Never experience a arrogant and disinterested service agent like this before in my all life.Such a employee who bring the reputation down the way

After my offer was accepted, I went to pay for the item. I noticed that over 30% was added for import charges. The item in question was £125. This is £10 under the point at which duty/vat is required when importing the goods to the UK. The item in question was coming from Cyprus. I chatted with Spencer R, who was most unhelpful. He told me to just pay it, and it will be fine. When challenged, he said pay it and we will then refund it. This is so unprofessional and really not an ethical way of operating!

I recently made two purchases on VC of Chanel shoes from Singapore and from Belgium. I was materially overcharged import duties and taxes. I raised the issue with the VC team before and after purchasing but I have received no valid response and given they only operate their customer services through a chat, it is quite difficult to discuss. I don’t think the company is taking my claim seriously. I have forwarded derails of my own calculations and screenshots of uk gov guidance as well as other online calculation tools to prove they are wrong. This is a very serious matter as the systemic overcharging of duties is fraudulent and needs to be addressed. Below is a very simple example which I have shared with VC and got no response. Please look at the attachments.

I have sold a bag on Vestiaire Collective. Because it was my first time via this platform (or any other similar platform) I asked to have the bag checked by them. They sent me the report, wich told me that there were stains and scratches that the seller didn't mention. Ok I could live with that, after all it is a vintage used bag. But the 3rd point in their report just said 'Material error'... without any other explanation and with a picture that doesn't show anything. So I asked what this meant via a chat... I only received an anwser so much later that I only read it in the morning. The answer was actually a copy-paste of the report, without extra information. I was thrown out of the chat, because I only saw this in the morning. So I started another chat asking the same question, and another and another. In those 4 chats the either did a copy-paste of the report, still not giving an explanation as what 'Material Error' means. And on top of that, they just throw you out of the chat, because they don't feel like helping of looking for the answer? I canceled the sale, because I lost my trust. I sent a message to the seller and apperantly she also did 8 attempts to ask for help, without any respons... this is unexceptable not?

I received an email with a 15% discount code valid for 24 hours (code FRENCH15). I applied it to the bag purchase but kept getting error message. As I was about to board a flight and there was already another offer on the bag, I purchased it anyway and later that same day contacted VC to explain what had happened.

I’ve been chasing them ever since to honour the code that applied on the day I made the purchase as any honorable company would do. Makes me even question whether the code was genuine in the first place.

Hello,

I bought a gucci tote bag from vestiaire collective recently. I paid for authentication and inspection. The bag was delivered to me and I was going to use it for travel abroad so I didn't use the bag for good few weeks since I bought it. I didn't do a thorough check since I paid for authentication so I put my trust vestiaire collective do a good job on authentication. I used the bag for the first time yesterday and I noticed that all my belongings that were inside the bag were covered it some type of black dust! I tried to wipe it get rid of it but it was going anywhere and seems the whole inside lining was covered in black dust. There is also a smell to it so not sure what it is! Upon further inspection I also notice there is a, rip in inside pocket and I saw that there is like yellow tape attached to it hold the bag together! This was not declared on the description and I believe this bag is not genuine and Vestire collective sold it to me without checking properly. I tried to complain about this and I was told to simply relist! Know this can be a counter product. Please look in to this matter since I don't want other people to get duped by this company.

My details are

Name: Pabudu Bandara

Email ID: [protected]@gmail.com

I have attached a copy of my invoice too.

Thanks

I sold my item with this site, they approved the item and they approved the sale , it was sent for authentication , then they said they have to cancel because the item is real leather( although it was mrnsioned in they discribtion that they approved ) and the cannot ship it to the buyer .. when the item was returned to me , it was held at costumes and I was out of pocket of 350$ , and when I asked for clarification as it was not in their T&C , they changed the terms 3 days later and closed my case ….

VC accepted a buyer’s claim that an item listed in ‘fair condition’ was not as described. The buyer sent photos, but the photos show them damaging the bag. VC cancelled the sale without contacting me and informed the buyer is shipping back a bag that is more damaged than what was shipped. The specific ‘fair condition’ was described as “the fabric is loose”—images (ending 8C and AD) showed parts of the bag had an outer layer of fabric that was loose from the base. Not all fabric was loose—on the bottom, parts of the front and inside pocket show the original tight fabric and the loose fabric. In a chat initiated by the buyer about the condition, I also informed them: ‘ The canvas is made of neoprene and the top layer is not as tight as it originally was.“

The images the buyer sent in with their claim show them pulling the fabric away from the bag, essentially detaching it completely. There is no store on the planet that would allow a customer to actively pull the structure of a bag apart! Photo file name ending in: FE, FC, 0E, 28 are from the buyer. It makes the fair condition considerably worse. It is also fraudulent on the part of the buyer. This is illegal

VC is not answering in their chat—their agent (James R August 23 12:34) started the chat but abruptly ended it won’t acknowledge that the original description and images was accurate nor the chat where I communicated the condition in more detail. And only apologies for the inconvenience then disappeared. I will be stuck with a severely buyer-damaged bag, a loss of money and negative impact on my seller account. Ref [protected]

HELLO,

I HAVE NOW COUNTED 50 EMAILS SINCE JULY 21ST REGARDING THIS ISSUE!

This is an indication of appalling customer service at the very least and incompetence and lack of professionalism at worst.

I cancelled the order and sought refund as soon as VC failed to deliver on time.

VC continued to try to deliver. I now know, from the Seller, that the issue was your incorrect form from the staRT, not her incompetence.

VC emailed me explicitly saying ""Waiting to be shipped by the seller

The seller has until July 28, 2023 to ship the item. If they do not ship within that time, the order will be automatically cancelled and a full refund issued."

This was AFTER your delivery date was missed.

When it was finally delivered, 28 days after payment, I again requested return and refund.

The item is STILL not listed as delivered, therefore I cannot action Report an Issue or any other action!

I keep getting generic responses from VC which seem to pay no attention to content of emails or evidence clearly presented.

If VC told me, in writing, that If they do not ship within that time, the order will be automatically cancelled and a full refund issued."

Can you explain why VC are not following own explicit policy above ?

IMPOSSIBLE TO get a response please from a senior competent professional who has some concept of the legal framework relating to retail consumerism