Vestiaire Collective’s earns a 1.3-star rating from 21 reviews and 284 complaints, showing that the majority of fashion enthusiasts are dissatisfied with their luxury pre-owned items.
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Vestiaire Collective Review: Poor Customer Service and Risky Policies for Sellers
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.
Vestiaire Collective Complaints 284
Terrible company, worst Marketplace,
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
Desired outcome: I need to get my earnings released
Payment not received
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 .
Claimed loss: 171.43 less their fee
Desired outcome: Just pay the money that the buyer sent to them
Do not trust this Vestiaire as they keep your money from the sale
Policy/buying and selling/lost of purchase
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...
Multiple dresses/ jacket/ coat
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
Claimed loss: £2500
Desired outcome: Refund or my items back
Shame on this company
Unresponsive in customer support
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.
Claimed loss: I have lost the value of the item. I could have sold it on another platform by this time.
Desired outcome: Acknowledgement of my complaint and compliance with seller support as per the VC website is expected.
Delivery of handbag
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.
Claimed loss: £188.50
Desired outcome: Delivery of the bag or a full refund
Authenticity checks, a complete joke, think twice before buying.
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...
Lost item and lack of customer support
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...
Read full review of Vestiaire CollectiveProduct return by a buyer
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...
Read full review of Vestiaire CollectiveMissing order
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...
Read full review of Vestiaire CollectiveHolding the item without returning
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.
Desired outcome: I would want them to send me back my bag asap and not necessarily took down my listing at the same time.
Ref #[protected]
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
Desired outcome: I need help to print the postage out.But lazy costumer service say no to me.
Duty/taxes
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!
Desired outcome: Import charges of £46.40 removed and I will proceed with the purchase of the Prada wedges.
Overcharging of import duties and taxes
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.
Desired outcome: Vc needs to refund me for overcharging and correct their calculation methodology going forward. Or they should be banned from wrongly calculating and over charging customers in the UK. This isa very serious offence they are committing.
No answer to my simple question. Thrown out of several chats, because they don't want to answer me?
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...
Vestiaire Collective - not honouring discount code
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.
Desired outcome: I would like VC to honour the code and refund the value of the discount which equates to c.£450 - it was a big ticket item. If they do this, I will keep shopping with them but will take my business elsewhere.
Product
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...
Sell and returns
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 ….
Desired outcome: I just want my item back
VC accepted a buyer’s claim of item not described but it was described accurately and the photos the buyer sent shows them damaging the bag
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 i...
Read full review of Vestiaire CollectiveRefusal to refund
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...
Read full review of Vestiaire Collective
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Vestiaire Collective emailssupportus@vestiairecollective.com100%Confidence score: 100%Supportsocial@ropa-online.com100%Confidence score: 100%contactpro@vestiairecollective.com95%Confidence score: 95%Support
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Vestiaire Collective address33 Boulevard du Général Martial Valin, Paris, 75015, France
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I am having exactly the same issue with them, courier company UPS , buyer did not collect the item item was send back to me , ups invoiced me and Vestiaire is refusing to reimburse me for undeliverable item. As a seller I have done nothing wrong, but customer service staff is very badly trained and incompetent and inconsistent..