Vestiaire Collective

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 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]

I regularly sell my personal items through Vestiaire Collective. I recently sold a Tudor by Rolex watch which was incorrectly shipped through UPS to Vestiaire Collective and now its been stolen they won't admit it was thier fault and won't compensate me. Vestiaire action th3 shopping labels. It was dropped off at the local pick up point.

I am A Top Rated and Trusted Seller and fashion activist.

Vestiare are blaming me I have sold nearly 100 items with them and never ever had this problem. I love buying and selling why on earth would I want o steal my own watch?