Vestiaire Collective
reviews and complaints

Vestiaire Collective is a platform that I had high hopes for, but unfortunately, my experience with them was not a positive one. I had listed my product on their website for a month, only to have it delisted without any prior notice or explanation. The reason for this was a defamatory comment made by another seller who claimed that my product was a fake. This seller was likely a scammer, and when I asked to share my receipt with the Vestiaire team to comply with their policy of not sharing personal details publicly, she became aggressive and changed her tone of voice.

Despite providing valid proof of ownership, including a receipt issued to my name from a store where I am a client, Vestiaire sided with the other seller and delisted my authentic product. This is concerning, as the platform is supposed to comply with EU regulations regarding counterfeits. It's no wonder that there are so many counterfeits on the platform when the legit team is unable to tell the difference between an original and a fake.

Their customer support is also unreachable, and bots send copy and paste replies. I even sent them a formal notice, but I received no reply. This unprofessional behavior is not compliant with EU business regulations and should not be tolerated, especially since they charge a huge commission and don't fulfill their part of the contract.

It's also concerning that anyone can complain that your goods are fake, and Vestiaire will delist them without any investigation. This could be a way for them to beat competitors, as they control competition by refusing or delisting listings. Their standard refusal notification is just a cover, and it's nowhere in their terms and conditions.

I hope that Vestiaire Collective will fix their staff, 3rd parties, and processes soon, or they will drag themselves down. If you've had a similar experience, I encourage you to share your story, as their management seems to be unaware of what their staff is doing.

I recently had an experience with Vestiaire Collective that left me feeling frustrated and disappointed. I sold an item on their website and shipped it out promptly, but when the buyer reached out to me asking for an update on the shipment, I discovered that there was a problem with the carrier, Hermes. Despite my attempts to contact Hermes and Vestiaire Collective's customer service team, I was met with unhelpful responses and no resolution to the issue.

It's understandable that items can get lost during shipping, but the fact that Vestiaire Collective uses a carrier that is known for being unreliable is concerning. Additionally, their customer service team seems to be more interested in brushing off customers than actually helping them. I was promised a response within 24 hours, but never received one, and when I reached out again, I was met with unhelpful auto-replies.

As a seller, I'm left feeling frustrated and helpless, as I've sent my item and it's now gone missing with no resolution in sight. The buyer can always claim their money back, but as the seller, I'm left with no recourse. It's clear that Vestiaire Collective has a contract with the shipping company that includes insurance, but the lack of communication and assistance from their customer service team is unacceptable.

It's not just my experience, either - many others I know who use Vestiaire Collective have had issues with items getting lost by Hermes. The fact that many of the items sold on their website are high-end designer goods only adds to the concern. The lack of a return address on the label is also problematic, as it means that if a parcel isn't picked up, the seller won't get their item returned.

Overall, I'm left feeling disappointed with Vestiaire Collective's customer service and choice of carrier. While accidents can happen during shipping, the lack of communication and assistance from their team is unacceptable. I hope that they take steps to improve their customer service and choose a more reliable carrier in the future.

Over 3 weeks ago they sent me an empty box when I had ordered an LV bag. Had sent it to be verified by them first before coming to me from the seller. When I opened the box to see no bag inside the LV box, they keep claiming they have to open an investigation with the carrier, even though there I keep telling them there's no way anyone could open and reseal that box and that is has to be at their office after it was sent there for verification. Now, 3 weeks later when I ask for updates on the case, they just close the conversation chat window on me and when I email I get template auto emails about still working on it (Still, 3 weeks later..). Have opened a PayPal case as they seem unwilling to give me money back even though they sent me an empty box! I Literally don't even want my money back, just want them to check their offices for my bag for the £400 bag I paid for, and send it to me.

This whole process has been so stressful, ive had to consistently contact them over 3 weeks as no one will get in contact or follow up for you-- it's like they're just waiting for you to give up or something!

Sold my prada purse and sent it the same day. 2 days later was told they could not “authenticate” the purse despite it having the ORIGINAL box, papers, authenticity card, basically everything, and they could not give me any further info. Over a week later and constantly messaging them for an update they told me that the purse, box, zip and all other sorts were not “compliant” to the brand which is completely baffling, as I’ve sold many many items from this brand through this website and for them to say this is very shocking and I’m now worried they have no idea how to authenticate items. The customer service is disgusting as I’ve reached our several times over the years I’ve sold with them and not a single time have they been helpful or courteous with even minor things like getting a shipping label resent due to issues with their system. This was my final tether and with a company that charge so much commission, I would’ve expected better service. Safe to say I’m taking my business elsewhere to a company who can actually be trusted, know what they’re doing with authentication and customer service, and don’t rob you in the process.

Now I have to pay £15 to release my item. Absolute thieves!

Item was received on 30th May 2023

Order number [protected]

I only wore item for 1 hour this morning and they fell apart. Item was described as good condition! I contacted their customer support and was told I had 72 hours to return and my deadline has passed and to sell them on! Sell on something that’s faulty!? They only arrived 6 days ago!

They can’t be genuine Nike air max!? I’ve never had an issue with Nike runners like this

I purchased a Gucci slippers on 1st June. Should have noticed red flag as seller does not respond to messages neither does Versitiaire. Since purchase no update from Seller or customer service. Ref [protected].

Before you buy anything from this merchant read the reviews on trustpilot and save yourself the hassle of being scammed. Use trusted sites like eBay or grailed. My first purchase and definitely last. If a company has nothing but horrible reviews there’s a reason why. Still no update from seller or merchant.

NEW MASSIVE DIRECT SHIPPING SCAM: since direct shipping was put into place by VC I have Sold one designer item in brand new condition with tags, just bought and it was retjrned to me ripped! the buyer had owned the item for a whole 3 days. In that time he must have worn it and decided not to keep it by scamming the seller, me. Hence, he ripped open the fabric. VC accepts all buyer complaints ragardless of law, proof and your rights. So NEW SELLERS AT VC. be aware: If your buyer chooses dirct shipping (90% do), the buyer can report the item within a whole 3 days! KNOW that ALL reports from buyers are accepted from VC. You as seller are not given the right to proof wrong when the buyer says he did receive an empty package, or the item is damadged. This means, the buyers can wear your item for 3 days, then report it, get their money back, and you will receive your item back BUT DAMADGED! If the buyer seys the package was empty you will not be paid and you will never see your item again. Even if you have proof. So PLEASE KNOW, ONLY ship within your country so you can take legal action if this occurs. Also, this is a common, not rare problem. So now I only sell if it is worth the risk. PLUS: I film the packaging process without pause until the box is sealed. I then even shake the box to proof that it is not empty. If possible I also get a witness for the packaging process. Then - I take a photo in the courier shop of the box having been handled by the courier when it is in their possesion. THIS is very important to prove that the box shown in the video is the box you shipped. IF NOW the buyer damages your item you have all proof needed to 100% win a legl fight. But speeking of that, I sold 8 items, with 2 of them I was scammed. But the cost, energy etc. is more than the value of my items. So I lost 300US$. I try to sell elsewhere but unfortunately now. Due to the risk. This scheming opportunity supported by Vestiaire Collective is the reason why so many people buy there, knowing if they dont like what they bought they will not even have to’pay for shipping, or worst case, the scammers that keep the items after saying the package was empty. - Unfortunately I am not exaggerating.

I am selling a brand new worn one afternoon silk velvet long shorts rick owens in palest silver grey. They were £450 and I sold

Them last week for £63!,

Which I feel is pretty outrageous but the algorithm is constantly telling you to drop the price or they won’t be shown on the site.

I cleaned them and thoroughly inspected them and photographed them inside and out showing all areas. I got a message to say sold last week and to send them to vestiaire for autheniification. They are fully labelled clearly rick owens and stated in very good condition

Then I got a message to say they didn’t match the description and that there was a tiny flaw and it didn’t meet their recommendations.

So I was surprised and asked for a photograph. Ev3ntually it came after much asking and I couldn’t see a thing. It’s inside at the back and not visible at all rick owens uses vegetable dyes which can vary nd also uses rollers and combs to make items unique. I have had s3veral hundreds of his items so I know them well so all I can think is there is a slight shading of the pale grey dye. Which I certainly didn’t see when I was preparing.. I then got a message at 6 am to say that my expert seller badge was removed as my item didn’t match. I spent most of today trying to speak to a manager and all I received was. The “ warehouse expert “says we can’t sell these and if we sent them to the client they would say the same thing!

Th3m eventually I got another message to say that I had shipped them direct and the buyer complained.! Which is untrue

As they are now saying that they will send them back to me after wasting a week messing about.

They have no customer service no expertise and impossible to speak to a human with any authority i. M exhausted and furious. I am going to write to the ceo and “ I asked them to re list them hours ago but still no answer even the person who wrote back said they could understand m frustration. I think they are totally disorganised and trying to run the company on a shoe string with staff without any experience. Frustrated 🙏

I purchased some jimmy choo shoes from a seller and I tried to contact your customer service team via the online chat? They had me waiting for close to 50minutes … without any update? Very annoyed and frustrating and I finally contacted the seller and together we have resolved the issue re: postage…

After purchase - vestiaire had requested the item to be sent to a different delivery address than my home address … I questioned this as I found this strange …

Kamara jay the customer service agent was useless

Beware of Vestiaire charging your bank account arbitrarily, without you knowing.

Today, I ordered a phone cover for 80 euros. I chose delivery at collection point, thus the total price was 88 euros. I got a confirmation of order at 88 euros. However, when I checked my bank account, they had charged me 92,5€ (as if I had chosen delivery to home). When I contacted customer service, they did not assume responsibility despite clear evidence.

It’s simply unacceptable (and illegal) to charge more than agreed. Seems that I am not the only one who has got this treatment. This is a case for class action.

Update: Vestiaire team contacted me 31 May, telling me that they cannot affect my choice of delivery address. So, they did not even reply to the issue. This issue is not about delivery address, it is about delivery method which has been changed after order confirmation. Their web platform obviously has a glitch, but the ”let’s play dum”-customer-service-team likes to blame it on the customers. Not cool!

Update: The Vestiaire team contacted me on 3 June, unable to explain why confirmed order price has changed from 88 euros to 92,5 euros in their systems. They refuse to take any liability.

Hello,

I sold a bag with Vestiaire and it went to the UK team for verification. Delivery took much longer than it would’ve had it gone to Paris but once they received, I get an email saying the bag didn’t pass quality control and I must pay £15 to have the bag return. I’m absolutely shocked as I bought the bag directly with Balenciaga so I go to the chat option and send them proof of purchase and ask to explain why it was returned.

The operator sends me a whole list of the bag having failed all test of authenticity if is absolutely untrue. It’s been 3 weeks and I’ve not received a reply or resolution from Vestiaire. I get a random “give us 45 hours and we will revert” but nothing. My chats and emails are being ignored. They’re holding hostage a £2.1k bag and £850 that I sold the bag for. They’ve now dis activated my Chat option from the app so I have no other alternatives. Please can you help escalate and uncover these useless scammers

I have ordered a bag via the app, which didn't match the client's description.

Vestiaire confirmed that so I could send the bag back and get refund.

After sending the bag with DHL, I got notification that I will be refunded, but instead, I GOT CHARGED THE AMOUNT AGAIN. I have opened my account this morning, seeing another 155 euros on hold by Vestiaire.

I am so disappointed and frustrated at this point.

To add to my frustration, support takes up to 48 hours to respond!

So here I am sitting, waiting for any reply to sort this issue, but I am worried this will take long time.

Not happy at all, and after (hopefully) all is sorted, I am closing the app!

It em ship date 5/13/2023

Item delivered 5/15/2023

Tracking number - 4200780192055903030480000000167954

Message from Vestiaire: 5/19/2023

Dear Demario,

After the delivery of your Giuseppe Zanotti Leather boots (Ref. [protected]), your buyer got in touch with us to report that it does not match its description.

The buyer subsequently provided us with several elements to support their concerns, which included photos showing one or more of the differences between the item and its description.

As this item has been found to not match its description and / or the brand criteria, the sale will be cancelled.

Currently, we're still waiting for the item to return by the buyer.

You can track the item using the link below:

https://www.fedex.com/fedextrack/?trknbr=61290274810820955035&trkqual=20230518101900~61290274810820955035~FXSP

If the item was shipped in good condition, kindly provide the following:

- Photo of the item before it was shippped from the buyer

-Photo of the item once you receive it

We look forward to hear from you.

Regards,

Marion Gabriel for Vestiaire Collective

My item sold was supposed to be returned to me by a unsatisfied buyer. I have yet to receive my package. It has been almost a week. This is the reference number [protected].

I bought a Prada bag on the 24th of April and sent it to Vestiaire who judged it compliant to the standards. When I received the bag I immediately realized that it did not match the seller's description. It was not in perfect conditions and had stains inside, very worn handles and scratches (more than one). The leather looked repainted and the color had come off on certain spots. I immediately contacted the Vestiaire help center and sent lots of pics on that very same day, straight after having opened my parcel, and I sent it back to them to be rechecked after a couple of hours. To this day I still have no news about my case despite my numerous chats and email.

I originally listed My Balenciaga Track vegan leather low trainers with Vestiare Collective 15/12/22 (reference #[protected]); these sold on the same day. I shipped them to VC (Fedex tracking #[protected]) on 18/12 and VC received 22/12 at: 850 3rd avenue Suite 301, Brooklyn NY 11232. VC only contacted me after I had sent the sneakers, on 20/12, to inform me that they had let a fraudulent payment go through, and so were cancelling the order. This meant I would not be receiving payment for my item, but VC promised to relist it for me straight away and then offer express shipping to the next buyer. They did not relist it for me until almost three weeks later, on 09/01 (reference #[protected]).

When they re-listed it, my account was showing as frozen (since THEY had let a fraudulent payment go through), so no buyer could actually purchase the item. I have emailed, chatted, contacted VC roughly 30+ times, with zero resolves, only a "we will get back to you within 48 hours" answer. I am at my wits' end, as they have effectively stolen my property. I would like this item returned to me immediately. It is my property and I trust this will be done in a prompt manner, as such. Please urgently advise with an accompanying tracking number. 

I have been selling and buying clothing from VC for the last 3 years successfully I then sold a silver sterling Hermes key chain in original box on Vestiaire Collective, the first piece truly valuable piece I have: they sent me the shipping info, as usual, UPS picked up as arranged to be sent to their warehouses for quality check. I carefully packaged the item in tissue in the box, and bubble wrapped the Hermes box into shipping box. I have notice two days later it was received on May 11th at Vestiaire Collective's UK hub in Crawley. Five days later on May 16th I receive a flippant message from Customer Services saying the package was received empty with no sign of package being opened and to send item asap. It was obviously been stolen from the Crawley warehouse as I doubt UPS would tamper with a package? But I have no resources to call them, to claim for the lost key chain worth at least 800£+. I cannot call them, I cannot even chat with them as the system is not working presently. There is nothing I can do and the Hermes key chain is missing.

I recently had sent a Louis Vuitton capucine bag to Vestiaire Collective 3/5/2023 via DHL, to sell, they have told me the bag has failed its authenticity test and would return the item but a week has passed and I am still waiting for my bag to be returned to me ref No : [protected], I am getting no response to my e mails or messages on their 'help line'. They randomly email me asking me to get back to them with an automated message. They have requested payment for my item to be returned, even though on the web site it says this service is free, but my bank has refused the payment saying it had a security alert on the company and not to give any bank details / money. The bag is being held in a warehouse at Unit B2, Old Brighton Road, Lowfield Heath, Crawley, RH11 0PR.

Kind regards

Karen Latham

 I would like to raise a problem with you about the relationship between your company and sellers.
I am shocked by what is happening!
I have sent 3 units of goods to you:
1. [protected] Reyton leather heels Gucci
2. [protected] Trainers Chanel
3.[protected] Leather heels Chanel.

After sending, I notified your support service, provided the invoice numbers about the shipment. However, all 3 transactions were cancelled! In response to why this happened, I received only an apology and that your program works like this! Moreover, your warehouse receives order [protected] on 09.05.23, and cancels the transaction on 10.05.23.

Do you think this is normal?
Moreover, at the end of the day on 10.05.23, the issue of re-purchasing these things was not agreed with the buyer, nor were the goods re-published on my page.
This is how only scammers behave, and I very much doubt your decency after all that has happened.
I demand to return all 3 pairs of shoes back to me! Considering all that has happened, there is no desire to work with you anymore.
This is a scam on your part!
I strongly demand that your leadership get involved in this problem and I would like to bring the situation to the attention of the management team!

My order [protected] was delivered by Vestiare Collective with Chronopost 3 weeks ago in april 13 2023 and haven’t got to me since than. Vestiare opened an investigation for more than 10 days ago but no answer. They send me everyday emails to be patient, in fact nothing , just stupid lies. I will never buy again with them and I will make a complain with the Agency of Customer Protection!

I bought a vivianne westwood bag, in the description they said it was leather but its vegan so I want to return it and get a refund VS said it matching the description and they want me to sell the item myself. But I want my money back. In the description VS made to sell the back the then mention it was vegan, but I have the description of the bag when I bought it.