Vestiaire Collective
reviews and complaints

Hello,

On the 29th of june i have received an empty parcel from Vestiaire collective.

On the same day i have sent videos of the parcel where you can clearly see that the original tape which was black was opened and retaped with a transparent one, i have shown all these proofs on the video.

1 month later Vestiaire collective comes back to me saying that UPS has rejected the claim and they refused to refund me.

When i read the report that UPS has submitted, I realized that no picture nor videos were shared with UPS. and never came to pick up the parcel that i have kept.

They based their investigation on no proof, no picture nothing.

Vestiaire collective is not refunding me nor the seller, as UPS has declined the claim.

I have been going back and forth with them in order to get my refund they are telling me to open back the claim with UPS, the problem is that UPS is not providing me with a direct line, I have to pay in order to call them and they are not willing to help me.

This is the worst customer experience, and i will never buy any product from this company.

Mariem

on 27th of April I received a message that my Louis Vuitton wasn't "Authentic". The bag was purchased more than 15 years ago in the official Louis Vuitton shop and I wore it a few times, so there were no scratches what soever. However, even though I informed that the bag is "Vintage" and old. However, they refused because I don't have any proof of the certification and so on. Therefore I had to pay money to send me back even though I didn't get a clear explanation of the refusal. I was only informed that it's not "Authentic", with no photos, no other proper explanation. And then once I received the bag... The website blocked completely my account because I didn't provide any evidence of purchase, even though it was purchased for 2'000 euro more than 15 years ago, so I most likely will not have any evidence of purchase. Bottom line, all my other images that I was uploading for almost a year because the workers there like virgin blondies who cannot explain proper reason for refusing to my images and my bag.

I’ve sold the item #[protected], writing in a detailed way everything, and specifying that there is a part of exotic leather. Vc sold the item and then they cancelled the sale because they said they are not able to ship the Item to the buyer because they couldn’t export the bag in his country, due to the exotic leather part. I complain in chat, asking why the open the sales of my bag in a country where they clearly know they couldn’t export it. Vc told they will refund me because it was their fault. Considering that I’ve not received any refund I contact again VC and they cancel my refund without saying nothing to me! Curtis ( the operator) allow the refund and then it has been cancelled without having any communication ! This is unacceptable and disappointing !

I packaged an item I sold on vestiaire a dress with belt included. It went through there processing center to confirm authenticity and when the customer received the dress, the belt was not included and customer stated that the item was not in its original packaging and did not include the tissue paper that all was securely wrapped. Now I can not get an answer from the company vestiaire. It takes hours to open the chat room with them for them to only say they can not help me. Horrible customer service. So incredibly difficult to contact someone from the customer service department or the help center. Really bad. This is not the first time I have had to contact them with sales and questions. They never seem to give you an answer.

I purchased some sandles I had my eye on for months. The item originally costs £215, and was advertised as brand new with a small mark.

The item arrived and I was very happy as the mark wasn’t an issue when worn. Due to the rain I hasn’t been able to wear them for a couple of weeks, then on the second wear, while walking down the street the sandals began to fall apart. The strap that should be connected to the base has come out, not snapped from force, but actually come loose from where it should have been secured. They shoes themselves were clearly fault prior to being sold.

Once this happened I contacted for advice. They told me to list the item to resale. I explained that the item is faulty and so wouldn’t be able to sell a broken shoe. The customer service agent did not care. I requested to speak to a manager at some point over the next 24 hours which I was told would be fine, then radio silence. No matter how many messages I send they are all ignored. I even tried contacting the original seller who is also ignoring all of my messages.

I understand it’s not the most expensive item on the site, but for myself in the cost of living trying to save up my money to purchase one nice thing was massive. And now I’m left without a chunk of money or shoes to wear.

I sold a $350 Coach bag for $160 on 7/12/2023. It was an overseas purchase so it went to Vestiaire for verification/quality check. Upon arrival (7/17), they said there was an issue with quality and one of the issues was that the crossbody strap was missing. I immediately contacted the buyer and customer service letting them now that the strap was definitely packed and shipped with the bag. I didn't want the buyer cancelling the order because I figured the verification team just missed the strap in the box and they'd find it and update the report. I specifically packaged the bag in a clear poly bag separately from the strap which was also packed in a clear poly bag to prevent any scuffing during transit. I do this was all of my handbag sales if the strap is detachable. The strap was then placed on top of the bag, in the box and then I placed clear packing pillows on-top to avoid even more shuffling. They are telling me that no strap was in the box. I told them that's impossible and their verification team needs to check the box that I shipped the bag in because it was clearly tossed. It doesn't help that HOURS and HOURS went passed during this convo so that strap is probably long gone. They are now telling me I need to prove I shipped the strap. Out of over 10,000 online sales in the past 6 years, not once have I felt that I needed to video record myself packing an order. I assumed I was sending this bag to professionals that handle luxury and higher end items daily. I trusted them and they failed something as simple as checking the entire box. Obviously the buyer cancelled the order which I don't blame them but I am now going to be stuck with a bag that's missing the main crossbody strap which then means I cannot sell this item for what I would had the strap not been lost by their team. They are refusing to take accountability and based on the numerous reviews and complaints I've read, it seems that they lose items a lot. I recommend selling on other platforms like Ebay, Poshmark and Mercari as their customer service is much better. It's a shame that Tradesy was bought out by such a horrible company.

Appalling service

I purchased some Jimmy choo boots, I had saved up for them for 6 months, I was so excited!

They were advertised a size 38, my size, they came in a 37, I can not get them on, I’m soul destroyed!

They won’t do anything about it, yet they are supposed to check items before shipping to see if description is correct!

I can not believe they will not do anything about this problem!

Hi,

I purchased a bag through VC which, when it arrived, was so mildewy inside I had an asthma attack. I sent it back and they reviewed it, decided it matched their description and denied my request for a refund.

Their authentication procedure uses lies of omission; if the original seller does not mention a flaw, VC does not flag it. I would never have purchased an item that makes me physically ill and expected the inspection fee I paid VC to protect me from such an event.

My order arrived on July 10.

I have sold a watch and a ri g theough VC platform and sent them in the same parcel for authentification in their official HQ.

After a few days i received a note form the buyer saying that the ring cannot be found, although it was sent.

The watch they keep asking me to pay a fee to have it sent back to me althought its NOT specified in their terms and confitions that as a seller i have to pay for the item to be shipp

I bought a new (never worn) dress from Vestiaire, I let it be checked upfront by the hub. When I received it, the sleeve of the dress was in a wrong place. I contacted the seller, she admitted that it was worn by her. Then quickly she said she didn't (ofcourse). I filed an issue with Vestiaire, saying I doubted either authenticity or description. I send pictures to them, showing the dress obviously being wrong. I contacted the official website of the dress and they agreed that someone had messed up with it. Vestiaire offered me to send it to them, and if I was right I would get full refund. I again mentioned that it was either an authenticity problem or a defect and I was not sure which. The dress arrived at their hub, their experts stated it was a real dress, and then they relisted the item without asking me, on my page and told me I would not get a refund and had to wait for someone else to buy the dress from me + pay a fee.

I contacted their help center, they are not able (they say) to contact either their manager or the hub to question whether they have checked it properly. They just say: 'sorry goodbye'. I believe Vestiaire makes fake accounts, selling dresses that are broken, and then let their hub tell me it is not broken, so they get another fee if I would ever sell it. Which makes me even more mad, is that they filed the dress as 'very good state' while I bought it from the seller as 'never worn', thereby agreeing to the fact that the seller fooled me.

This is all in the period of begin july 2023.

I bought a Loewe puzzle bag from them and when it arrived it was clearly fake so I decided to authenticate from 3rd reliable party (entrupy) when the result came in as not genuine , I raised complaint with VC and they said to ship back to them for second verification and after they denied my refund stating the product is not fake denying every evidence just to make off some money even if it’s means doing illegitimate work. Indirectly supporting the illegal work. I have raised this issue with my CC bank and also want to proceed with some legal charges for putting me thru hell.

Vestiaire is extremely unprofessional- it has one of the worst customer service systems I've ever experienced. One of the customer service assistants sent me a voucher code via email to compensate from a previous delivery mishap from vestiaire, I then went to use the voucher code and it said it only applies if i spend £100 which this agent never informed me of the terms and conditions. I then queried this with another customer service agent who once i explained this to him proceeded to ignore me. The only silver lining is I've never bought anything worth a significant sum on vestiaire as I would be very afraid as to how that would play out. if this not resolved I'll closed down my account and just continue to use DEPOP, EBAY, VINTED as they are much better with better fees.

I gotta say, I'm pretty disappointed with Vestiaire Collective. I mean, I don't even know how they're still in business with all the negative feedback and shady stuff going on. It's really messed up. I recently sold a Gucci bag with the full set and receipt, and they told me it was fake or non-compliant or whatever fancy word they wanna use. Their customer service is low-budget and not helpful at all. Every time I ask about my issue, they just say the VC team is handling it and they'll get back to me when they can. Like, what kind of answer is that? I have no peace of mind here. They never tell me what they're doing to fix the problem or when I'll get my reimbursement. It's like they don't care about their customers at all.

When I bought the bag from the Gucci store, they even demanded a copy of my credit card statement as proof. I sent it along with emails and phone calls, but still nothing. They canceled the sale and I lost a customer who really wanted to buy it. And on top of that, I didn't get compensated for my Gucci bag. I expect to get compensated for $3000 or get my bag back with the same serial number and full set plus receipt. But they're not doing anything to fix the problem. It's been almost a month and still no refund or Gucci bag. I'm beyond pissed. I should've read the bad reviews before I got involved with this company. It's a big waste of time and really unprofessional. I'm never selling here again.

It's really sad that a company I used to trust has let me down twice now. They did the same thing with a Chloe bag I sold, claiming it was counterfeit even though I bought it from them. It's just a cruel joke that innocent people are getting scammed and robbed of their precious items and money. What kind of world are we living in? If this isn't resolved soon, I'm definitely considering a lawsuit.

I recently had a terrible experience with Vestiaire Collective. I have sold over 100 pairs of exclusive new shoes and jackets on their platform without any issues until last week. Unfortunately, Vestiaire cancelled four of my orders worth a total of ?3800 due to the incompetence of their employees.

For two Loro Piana items, they claimed that the quality was not up to their standards, but their reasons were completely incorrect. I emailed them about this issue and requested a call back, but they never responded. The other Loro Piana jacket was cancelled because they claimed it was too worn, even though it was always kept in the closet. They cancelled the Louis Vuitton item because they could not verify its authenticity, and they cancelled the Hermes sandals for no apparent reason.

I have sold over 20 pairs of Chypre sandals through Vestiaire in the last six months, but they still cancelled this item. It seems that Vestiaire has an incompetent team without any knowledge.

I asked for a solution or reaction 48 hours ago, but they never responded. I hope they can compensate me for their mistakes. It's disappointing to see that they only respond to negative reviews.

I gotta say, Vestiaire Collective is not the way to go if you're looking for quality customer service. I mean, just take a look at all the reviews out there - they all say the same thing. The company only cares about its sellers, and couldn't care less about making sure their customers are happy.

I had a pretty bad experience with them myself. I ordered a Ghurka duffel bag from a private seller on December 14th, 2018. When the bag arrived, it was clear that it didn't match the seller's description or pictures at all. The seller had described it as a "Tan GHURKA Canvas Cavalier II No. 97 Twill Duffel Bag. Leather trimmed zip top bag with gold-tone hardware" and said the cloth was "beige." But the bag I got had bright, tangerine orange leather trim - nowhere in the listing was the color orange mentioned, and the photos had been edited to make the leather look more like the traditional Ghurka tan. I hate orange, and I never would have bought the bag if I knew the leather was that color.

So I contacted Vestiaire customer service through their website on December 25th to let them know about the problem. But I never heard back from them (they say they responded on December 26th, but I checked all my email folders and there was nothing there). I had to email them again on December 28th, and they finally got back to me on December 29th. But all they offered me was to re-list the bag for sale with them (and charge me a "small handling fee" if it eventually sells).

Basically, I'm stuck with an expensive, ugly duffel bag that I'll never use because Vestiaire Collective doesn't care about the accuracy of their listings or making sure their customers are happy. They let sellers describe items however they want, even if it's completely untrue or misleading. And their "experts" who are supposed to inspect items before shipping clearly don't know the difference between "tan" or "beige" and bright orange.

So yeah, I wouldn't recommend Vestiaire Collective to anyone. Even if an item is obviously not as described, they won't let you return it if you bought it from a private seller through their website. They clearly don't value their customers enough to fix these kinds of problems, and all the bad reviews out there prove it. Trust me, stay away from this company.

I've been using Vestiaire Collective's website to buy and sell items since 2013. While I've had some positive experiences, there are several issues that have made me question whether it's worth continuing to use the site.

Firstly, the moderation team seems to have poor knowledge of prices. For example, I've noticed that sellers are able to charge exorbitant prices for items that are available for much less elsewhere. For instance, I once saw a seller charging ?350 for a single used Dior Tribal Earring, when you can buy a pair of brand new ones from the Dior website for ?260. When I tried to point this out in the comments section, my comments were quickly removed by Vestiaire Collective. It seems that the higher the price, the more commission the site gets, which is unfair to customers who are unaware of the true value of the items they're buying.

Secondly, the shipping has become increasingly slow and unreliable. While I used to receive items within 2-3 days via DHL, the site now uses "La Poste" from Paris to the UK, which can take anywhere between 8-17 days. This is unacceptable, especially given the high shipping fees that are charged.

Thirdly, the commission charged by Vestiaire Collective is very high at 30% on all sales. While this is supposed to cover customer service, I've found that the quality of customer service is below average. If you do manage to get a response, it's often a computer-generated reply or excuse.

Fourthly, I've had several items lost by Vestiaire Collective over the years. Despite holding onto my money, they have failed to provide an instant refund or any kind of compensation for the inconvenience caused.

Fifthly, the time it takes for sellers to dispatch items can vary greatly. While some are quick to send out items, others take ages. Vestiaire Collective gives sellers a 30-day window to send items, during which time they hold onto your money. If the seller fails to send the item within this time frame, you'll have to wait an additional 5 weeks for a refund.

Sixthly, the quality control process is hit or miss. While some items are thoroughly checked for defects, others slip through the cracks. I've received items that were dirty, ripped, or even smelled of sweat, despite being listed as "Very good condition". Once an item has been dispatched, there's no way to return it or get a refund.

Seventhly, the customer service is below average. I've found that representatives can be rude and impatient on the phone, which is not what you want when you're trying to resolve an issue.

Lastly, the website itself is full of errors, which can make it difficult to navigate and use effectively.

Overall, while Vestiaire Collective has some positives, the negatives have become too much for me to continue using the site. I would recommend looking elsewhere for a more reliable and customer-friendly online marketplace.

I recently had an experience with Vestiaire Collective that left me feeling frustrated and confused. I had purchased a pair of sneakers from their website, but upon receiving them, I realized they were not authentic. I contacted Vestiaire Collective and they agreed to refund me, asking me to ship the item back to their warehouse.

I followed their instructions and shipped the item back right away with their DHL courier. After they received and checked the item, they promised to refund me. However, after two weeks of waiting, I had to ask for an update. They apologized for the delay due to the volume of orders, but then asked me to ship the item back to them again. I was confused and frustrated, as I had already shipped the item back to them and they had confirmed receiving it.

I continued to communicate with Vestiaire Collective, but it seemed like every time I asked for an update, they would ask me to ship the item back to them again. It was a frustrating loop that left me feeling like they were trying to mislead me and shirk responsibility.

Finally, after many conversations with Vestiaire Collective, I received my refund on June 3rd. While I appreciate that they eventually refunded me, the whole experience left a bad taste in my mouth. I hope that in the future, they can communicate more clearly with their customers and avoid these kinds of misunderstandings.

I recently sold an item on Vestiaire Collective and shipped it out promptly. The buyer accepted the item on December 8th, but it is now December 21st and I have yet to receive payment. I tried to contact Vestiaire several times through their chat line, but was met with a robot and no contact number. After typing "I want to speak with a representative" several times, I finally connected with a live person. However, even the representative responded with automated messages without resolving the issue.

On the second day of trying to resolve the payment issue, I expressed my disappointment and frustration with the poor business practices of Vestiaire Collective. The representative finally took notice and asked me to hold on while he checked into the matter. He then came back to the chat line with the message "it's done" and that the payment had been processed. However, when I checked my bank account, there was no payment.

When I informed the representative of this, he told me it would take 24 hours for the payment to go through. I asked for confirmation, but he responded with the same automated message I had received two days prior. Frustrated, I demanded to speak with a manager or someone over the phone. I received a call from Australia, but it was the same representative from the chat line. He then informed me that if the payment was processed through PayPal, I would receive payment in 24 hours, but if processed through a bank, it would take 5-10 days.

The representative had forgotten that he had promised me payment in 24 hours earlier, which was a complete lie since I had listed my bank account as the form of payment. This meant that I would have to wait an additional 5-10 days on top of the 13 that had already passed. The representative could only offer apologies, which were not enough at this point.

I doubt that Vestiaire Collective will resolve this issue, and they will likely respond to this review with an automated message to make themselves look better. However, I would advise others to sell on Poshmark instead. I have had no issues with Poshmark and have received a 5-star rating on that site. In fact, I sold something on Poshmark days after selling on Vestiaire Collective, and I have already received payment for that sale.

In my opinion, Vestiaire Collective is not worth selling items on. Their representatives likely click one button that populates an automated message without actually resolving the issue. The representative even ended the call with "Merry Christmas and Happy Holidays," which came off as condescending given the situation. I would not recommend this site to anyone.

I recently had an experience with Vestiaire Collective that left me feeling frustrated and disappointed. I had money left in my account from Tradesy, which was acquired by Vestiaire Collective. However, when I tried to change my payment method, I ran into issues. I reached out to customer service for help, but the representative was slow to respond and didn't provide a solution to my problem.

After a week of waiting, I received a generic message through the chat function, promising that they were working on a solution and would be in touch within 24 hours. However, I didn't hear anything for four days, despite reaching out again. This lack of communication and slow response time left me feeling like they didn't value my business or my time.

What's more, their response to my initial review was unhelpful and showed a lack of understanding of my problem. It's frustrating to feel like you're not being heard or understood, and I don't trust that they would take care of me or my buyers as a seller.

Overall, I would not recommend Vestiaire Collective to anyone. If they can't even give me the money I earned, I can't imagine they would be any quicker with anyone else. Their customer service is lacking, and I don't feel like they value their customers.

I recently had a very disappointing experience with Vestiaire Collective. I placed an order on their website 10 days ago, after hearing many bloggers and influencers rave about their speedy delivery service. However, despite the order details indicating that it was shipped on Monday, it is now Thursday and I have yet to receive my delivery or any indication that it is on its way. This is a very poor delivery service, and after reading many bad reviews, I am worried that I may never receive my order. I was considering purchasing higher value items from Vestiaire Collective, but after this poor first buying experience, I will refrain from doing so.

When I spoke to customer services, I was initially told by a lady that the sender has 30 days to send the item. However, after arguing that it indicated the sender had sent the item and it had been reviewed as indicated by their own website, she changed her mind and said there is a delay in France with postage because of holidays. This is not a satisfactory explanation, and I would not advise anyone to order from Vestiaire Collective as it has been a very stressful experience for me.

I later spoke on the phone to a lady called Pauline who informed me that they did not know where my order was, whether it was with them or sent to the post office, and that she would send me forms to fill out and send so they can investigate. However, hours later, I had not received a reply despite sending the forms immediately. When I called her back, she said it takes 3 days for an answer, which is not acceptable customer service. I asked to speak to a manager, but she said she couldn't pass me on and they wouldn't want to speak to me. I also asked for a refund on shipping costs, but she couldn't do that either.

This is the worst service possible from a supposed luxury service provider. I would advise anyone to ignore any good reviews for this company as their customer service is appalling. I would not buy from them again. Now I have to wait and worry whether my order will arrive, and if not, if I will even be refunded.

I would also like to add that the comment below from Rachael is a joke, as I have not been contacted by anyone since. The comments are there to make it seem as though they will resolve the issue. Again, no reply from anyone after the second comment from Rachael. This morning, I received an email from ***@vestiaire saying thanks for shipping my boots and that they are being held at the Paris head office. However, I am the buyer, so naturally, I called customer services and got through to an extremely rude Australian-accented male. Granted, I had a frustrated tone in my voice after over 20 calls and asked what is going on with my order. He shouted and said that I must not talk to him in this tone as he won't help me and it will be "counterproductive". He then put me on 'hold' (but obviously forgot to put the mute button on) and I could hear his conversation with his colleagues swearing about me using the f-word and saying "at what point do we hang up on them". He then hung up on me! I am so upset at being treated in this way after simply trying to get answers from Vestiaire. It's funny; I wonder if this man I spoke to on the phone had been treated by a company after spending a huge sum of money in the way I have, would he speak in a kind tone? Unlikely! Do not buy from this company.