Vestiaire Collective
reviews and complaints

I sold a Chanel Boy wallet in JULY 2021. It is almost OCTOBER 2021 now and I have exchanged over 30 emails with "support". I never got paid for the item! Basically my Chanel wallet was taken from me and stolen!

The "experts" poke my eye out with the same USELESS excel charts to prove payment was "activated" but these [censored]s dont get it that the bank details were NOT correct as they used my old Username "Habibullah Syed" instead of my real, personal name that is with my bank.

I showed bank statements… I had internal investigation from my bank and these [censored]s still give me the same useless reply.

"check with your bank".

I want to rip my hair out and scream every time I get a "support" email with the same useless reply from them.

Lieing, useless piece of junk of a company, thieves and robbers.

I used to buy and sell on this site for YEARS! Mostly Chanel items but after this robbery I hope they go bankrupt and all die with Covid. Robbers!

I have made a purchase (order no. [protected]) with 2 items - one from UK and one from Germany, one with direct delivery and the other one with authentication and delivery fees.
I am constantly ordering from VC in the last 2 years and i am very familiar with their policy and fees. I am ordering just in UE precisely to avoid import fees. On this occasion - order no. [protected] just before the window with payment i could see the total and detailed each price per item and and one authentication with one delivery fee but also this IMPORT tax which couldn't have been correct . Attached here you can see the chat with one of the client service officer, he is confirming that it is an error and cannot be corrected at that time, he recommends me to procced with the payment and contact call center, for a refund of the IMPORT fee after i receive my goods. I did exactly that and here starts the circus. Each client service came with another answer, ridiculous all, i had email communication cut off:
"
Oops! The email address [protected]@vestiairecollective.com no longer exists.

Our customer service Team won't be able to reply to your request.

To submit your query, you can contact us by chat or by email at the following link
https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-How-to-contact-Vestiaire-Collective-

You can also consult our FAQ via the link below :
https://faq.vestiairecollective.com/hc/en-gb

See you soon!
The Vestiaire Collective Team

[XZ3DEX-EKEO] "

and also chats redirected on email, again with no answer...it was totally disappointing 3 days experience. I still don't have an answer or a resolution. Very bad client service experience.

Below you can find examples of answers:
"Hi Cernei,

As i've mentioned here your delivery address is in Romania and the Seller origin of the item is in UK, Therefore it cross an international border and if your item will cross an international border, whether to undergo checks or as part of delivery, a handling fee will be applied at checkout.

Kind regards,
Ren "

"Dear Dana,

Greetings from Vestiaire Collective!

This is to contact you regarding your previous chat inquiry with us on your item with reference number [protected],

Please be in formed that our Expert Team advised there is a value-added tax (VAT) of 19% levied on almost all goods.

That amount is under the category of the Import VAT hence, the fees charged are right.

I hope this gives light to the situation.
Kind regards,
Ellah for Vestiaire Collective "

I have purchased from Vestiaire on 2 September 2021. It was described in "Excellent Condition". However, when I received it on 13 September 2021, it is damaged with 4 broken parts on the bag.

I have then written to Vestiaire to notify that I am not satisfied with the quality as it is broken and surprised that it passed the inspection / control / authentication by Vestiaire that (i) it matches the seller's description; and (ii) items condition matches the seller's stated condition - as attached in the picture, where nowhere stated its broken. Also have attached all the pictures of the parts which are broken to Vestiaire.

Vestiaire then agreed for the item to be sent back for inspection but I have received a reply on 16 September 2021 that inspection has been carried our andVestiaire still insists that it matches the description and will re-list the item. I do not wish for the re-list (as I do not want to sell a broken bag to someone) and want a refund of the amount paid for the bag.

All the promises of quality control seem to be misleading as there is no justification from them on how the item matches the description.

Will NEVER sell on VC again. I have tried to sell 6 items on VC and with TWO of them I had an issue.
The other one was a Gucci handbag bought by myself directly from Gucci store and the listing was refused. The bag was new, not used and authentic (if all bags are when bought from Gucci store).
The other case were my Dolce & Gabbana shoes which were sold. Still the buyer could return the shoes. No explanation to me, the shoes just popped in my post box. Again, the shoes were bought by me directly from store and in impeccable condition (many pics were attached). Now it is hard to re-list them. Potential buyers think there is a problem with them and don't dare to buy (at least I would be suspicious).
I don't plan to re-list or never to sell anything on VC.
I mean, my experience with this place had been Beyond bad.
I contacted the customer service (ie chat, no possibility to call!) and there was this annoyingly polite but oh so ignorant SA who did nothing but repeated that my issue is been taking care of. The only comment from him I got was this: rest assure, our IT team (what?!) will take a good look on this. In the other comment it was their Management and legal department that was taking care of my issue. So please rest assure madame. O-M-G! So irritated I don't know if I should cry or laugh.
Pretty speechless after my experience. How to fight against the System?

2 missing items since 17/8/21 ! no refunds or correspondence received.
Sun, 12 Sep 2021 16:33

To:[protected]@vestiairecollective.com Details

I filed my first complaint on 17/8/21 and now it is 12/9/21 and still nobody has contacted me. I have sent about 10/15 emails, done about 20/25 live chats where the customer service person just hangs up and stops the chats saying they have to pass my case to an expert to which this never happens as I have never received even an email about both these cases.

Hi, I am contacting you about 2 issues !

One I sent item - [protected] on 17/8/2021, it was never delivered, I have been told about 20 times someone is investigating but nobody contacts me ? I want my £31 refund ASAP.
I am so disgusted with the lack of service from you it is absolutely disgraceful that you would treat a customer this way.

2ND - ITEM - [protected] says it was delivered ON 7/9/201 but it was NEVER delivered ! I want my refund for this item also.

I have contacted Vestiaire Collection more than 30 times and nobody responds about sending my refunds for both items, they constantly say they are investigating but thats it and no follow up about when I will my £80 refunds

Mrs Sinead Kotsialos
[protected]@aol.com

MORE issues with VC. Honestly they are the worst. I sold an item ( brooch) sent it to them - all ok. VC then claimed incorrectly that there was a tiny scratch on the back. I honestly don't this was there, and must have been from handling? They then said it was non compliant. They didn't bother to tell me, I discovered this by refreshing the page daily trying to discover what the delay was. I opted to have the item returned as it is high value and I would rather sell it elsewhere. My mother then died suddenly. I contacted VC immediately the same day as it was deemed non compliant and explained that my circumstances had changed and that it would be better to relist as I had to travel abroad suddenly and could not received it. I had to do this in the chat as they do not receive. any calls(! maddening). The girl of the chat promised this was OK and said it would be relisted within hours. It never was of cause. I then contacted VC again the following day and was told the same thing. This time they promised I would be contacted and the item relisted within an hour. Of cause it never was. More dishonestly from VC. I then contacted them AGAIN on the third day and AGAIN was told the same set of lies and incorrect information. The item arrived at my home today ( where I no longer am ) and was delivered to a neighbor. I have no way of contacting the neighbor and do not know who they are? VC are directly responsible for the loss of this item. If they had behaved at all professionally or responsibly instead of offering dishonest, incorrect and misleading information this would never have happened. I have lost this item due to their actions. Totally unforgivable and fraudulent. I dont know how I can retrieve what I now consider as stolen property. :-(

I purchased a Black Dior bag on June 1st, and selected the option for Vestiare to verify the authenticity of the bag.

When I received my purchase, the bag was a navy color. This is not what I bought. The bag described by the seller was a black color Dior bag.

I contacted Vestiaire and returned the bag due to the color. Vestiare Hong Kong warehouse confirm receipt of the bag on June 17th.

It is now August 3rd, and I have made several attempts to contact Vestiare to check on my refund. Each time Vestiare replied to me, informing me the case is under processing.

I am very disappointed in the lack of progress on why it has taken more than 2 months and still I have not been refunded.

Please help to resolve this.

Regards

Eddie Hui

Good Day,

Hope this finds you well, I am herewith writing this complaint with regards to my recent sale at Vestiaire Collective on 24 July 2021 Ref [protected].
After the buyer have purchased the item and I have successfully shipped the item - Vestiaire quality control reaches me out saying that the product has little stains "Which there were not obvious" and asked to drop the price from 2550 Euro to 1900 - refused.
Few minutes later the buyer gets InTouch with me and tells me why did i cancel the sale I have briefly explained that Vestiaries have asked me to decrease the price because of the stain.
The buyer replies back to me saying I still want the product in the same price!

Me and the buyer immediately reached out Vestiaire to proceed with the sale but they refused! this is totally not acceptable

Its not the first time Vestiaire ask me to lower the price for unjustifiable reasons.

If this is the new policy of Vestiaire i would sadly say i will have to close my account since its just not professional!

I have a very good profile and have been contributing a lot to vestiare by selling and buying too.

As a seller.. I sold a clutch on 1 July 2021 after relisted it.. I haven't received any payment as said in the information in the APP that payment will be processed on 6 July 2021 which still says IN PROGRESS today 26;July 2021.. I've contacted them through the the chat room in APP couple of times . all I got so far is they keep saying escalated my issue to their expert team.. but NO REPLY on payment so far.. they even sent me a photo about the transaction of my item which says payment will be processed on 8 July 2021 when I asked about my payment issue today 26 July 2021.. which shows they definitely NOT HANDLING ISSUES and keep sending standard replies and emails on apologizing the inconvenience but nothing else. Very disappointed.

In 2019 I purchased a Chanel bag from Vestaire. It cost almost $1000. I tried relisting it with them this week because it is uncomfortable for me to use, and I got rejected. ( see both attachments.)
I want to ship them back the bag and get a refund.
They do not respond. See below their refusal of the item.

Hello Barbara,
Thank you for your submission.

CHANEL
Handbags
Reference: [protected]
Good condition
On the site: $800
For you: $720
Your item has not been uploaded because we couldn't verify it. Please check that your photos, enable us to check the item's authenticity, match our criteria (unworn photos only), and are original (photos taken from the internet are not accepted). Once you've done this, please go ahead and try to list your item again with photos that show your item in its best light and give plenty of details to potential buyers.
Although we have been unable to accept this item, please do submit more pieces you wish to sell to our curation team who would be delighted to check them out!

A few months ago I bought a pair of Chanel dad sandals for 1.267€ - my most expensive purchase at Vestiaire Collective, one I made with the possibility of reselling and getting some of that investment back one day.

After wearing the item a couple of times I decided to resubmit for sale, but it wasn't accepted nor was I ever given a justification. I would never have spent 1267€ on a second-hand product if I'd known re-selling again would not be an option.

The sandals are in the exact same condition I bought them. I've asked why they weren't accepted and no response as of yet. This company has lost me as a customer, both as a buyer and a seller.

I sold an item on VC weeks ago (15th June 21)- and have still not received payment. After investigating I discovered VC paid the funds into an incorrect PayPal account which is not mine. I have contacted VC multiple times and they do nothing. They have only arrogantly told me to contact my bank! I cant imagine why, so I can tell them I haven't ben paid perhaps? VC seems to have no complaints policy or processes. I feel really uncomfortable and angry about this situation and would like to take legal action against them. I now consider the item I sold and sent to them as stolen. They are completely untrustworthy, and lack any basic customer service skills or processes. Any advice about how to raise complaints and highlight their bad business practices appreciated!

I have sold an item and I have not received the payment. Customer service was not helpful at all and did not provide all the information needed for the transfer to be traced. I asked for the whole transaction information and all I received was a table that could have been done in any text editor by anyone, containining censored and incomplete information, that cannot be used for tracking.

As I have sold Speed high trainers (Balenciaga) - ref: [protected] on the app, I had already stated that the trainers were a 1:1 and close to it's original but also on this app when selling they review the item for a few hours before posting it, but they have cancelled the sale and the reason is they're not authenticate whereas I have already stated that and they haven't send me my item back nor the amount of transaction

A corrupt business :bought 2 pair of shoes, paid their auth fees but got 2 wrong shoes. VC forced me to pay both return shipping costs, after returning the 2 shoes in one package, they claim only 1 pair was received then weeks of arguing VC asking for handwritten docs, auto respnses etc. they refuse to refund.

Dont trust the 5 star reviews. SITE IS FULL OF FAKES!
https://www.trustpilot.com/review/fr.vestiairecollective.com?b=MTYyMjY2MTY5NDAwMHw2MGI3ZGEzZWY5ZjQ4NzBhOT

I ordered an Chanel handbag from Vestiaire Collective from a professional seller. I have the right to return it within 14 days after I received it but when I want to download the return label I get a message.
They are doing this every time to make it very difficult to return an item.

I sold two items to the same customer on 17th March 2021. I packaged them in the same box to save space (my own error), but printed both labels and attached them to the outside. The courier only scanned one label so I was paid for that item, but the buyer had a message to say that the other item was cancelled when it wasn't. I admit I should not have put them both in the same box but I messaged the buyer and she confirmed she received both and would pay. I have spoken to vestiaire numerous times over the last two months (I think there are approx 40 emails between us) and each time someone new deals with the case and says they'll escalate it and contact the buyer to get her to pay and nothing happens. They clearly don't read the previous emails and nothing at all has been done. I'm just being sent in circles with nothing happening and no closure at all. They have also said that they can assure me I will be paid - that was over a month ago.

Item: [protected]

1: Sold on 25/3/2021 ( Thier terms require the said item to be sent within 7
days);

2: I sent on 28/3/2021. Everyone know that overseas parcel will take 14days
or more to be arrived plus in this Covid era;

3: After i posted the said item on 28/3/2021, i click the button "the item is
shipped" as requested by their apps to notify that the item is shipped;

4. The buyer chat me on [protected] and I even informed him/her that I
posted he said item on [protected];

5: parcel arrived at HK on 10/4/2021;

6: You relisted my item WITHOUT NOTIFY me;

7: I e-mail your team on 16/4/2021 and like usual you wont reply; and

8: i chat with their customer service, Jovelyn on [protected] and i am so surprised that she told me "buyer cancelled the sale". I seek for her clarification on why the buyer cancelled the sale, she told me that because of a delayed postage. I informed her that I follow the time frame given by Vestiaire to post the sold item within 7 days from the date of sale. After that she tried to put the blame that I NEVER notified vide chat that i made a post. I further told her that none of your terms required that the seller had to notify vide chat cause your apps already have a button "the item is shipped ".Therefore, I seek for clear explanation on how my item is relisted while the buyer already know that the item was shipped.

9:However Jovelyn cannot explain and insist to settle the said matter vide
e-mail. She emailed me on 1-5-2021 but she do not admit whatever she
told me (para 8) (all the relevant attachments are attached and sent to
her). But still there is no clear explanation on why my sale was revoke;

10:Later I received an e-mail from Alfred on 1-5-2021 which more to denied
and put the blame on me. I replied his e-mail with attachments of para
10.2: Sending and Delivering of Vestiaire's Terms & Conditions that
showed none of your own terms stated that I had to notify vide chat.

11:I also on todate reply to their customer service, Jasmine all the chronologies of the case and still Jovelyn blame me that i'm not notify them vide chat although i kept on remind them about their own terms.

Kindly solve this issues as they seems not follows their own terms and take an advantage to the seller like me.

To whom it may concern,
I sold brand new Gucci dress on the 21.03. 2021, Vestiaire received and authenticity was passed on the 24.03.2021.
On the 25.03.2021 I received confirmation that they made a payment of 166 gbp and it will be in my account within five working days.
Money hasn't arrived, so on the 1 st I contacted them and been told they are dealing with it and I will hear from them within three working days.
Today is 7.04. 2021 still no money on my account, customer service has no answers, emails are ignored.
I am their client for the past five years, my bank details are the same.
So I have no dress no money no answers !

Hi Complaints Board,

I've recently made a purchase with reference # 14774271 from Vestiare.

During my many conversations with the seller prior to purchase, we discussed the size of the and pockets of this bag. I wanted to make sure my Apple mobile would fit in the pockets, otherwise the bag would be pointless to me.

I was informed my mobile phone size would fit. However, after trying to fit my phone in the bag once it arrived, it was clear my phone does not fit. Please see photos below. The button does not close, phone does not fit and conversations to confirm my iPhone 10 would for.

In addition, during authenticity and quality check there was no mention of this distinct old leather smell that is making it very hard to even touch or look at the bag. I have had to keep the bag sealed it's in parcel bag since opening as the smell is beyond disgusting and strong. I own many leather products but this one is very distinct and unique - its make me want to vomit. If only I could demonstrate this smell via text.

I've made several attempts to speak to Vestiare directly within the hour of recovering the bag. Concealed customer service chats, email and Instagram direct messages.

Vestitare have failed to find honour a refund instead asked me to relist the item for sale. This is not a solution I can accept.

I would like an immediate refund to the bag given it it not fit for purpose and the information provided by the seller is not accurate and misleading, not to mention the odour/smell of the bag which is the icing on the cake for me.

I would grateful if you could help me to obtain a full refund and send this item back to the seller as Vestiare/sellers expense. This has been a very traumatic experience for me as a first time purchase at Vestiare.

I look forward to hearing from you soon.

Thanks
Linda