Vestiaire Collective

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.

You have informed me that the buyer is sending back belt as closure broken and showing me buyers photo of broken belt. I emailed customer services with my photos showing belt intact, these are the same photos I listed the belt with. They ignored me and said I should look at buyers photos again! Obviously the buyer is a scammer and maybe needed the bit that is now missing in their photo! Why would I bother to waste my time and send a broken belt to someone when I know it would come back? So now I am going to get back a broken belt? And you have said my trusted seller status would be taken away on top of it. I want the money for my belt as it was not broken. If I am not compensated for this I will be reporting this as fraudulent and will make it known how Vestiaire treat their sellers. Sent 2 photos showing my belt with serial number and not broken nothing missing. 3rd photo is buyers photo showing missing part that goes through the hole to do up belt.

Awaiting your reply

Loridana Allen

I bought and paid for an item on 8 March which has been lost in the post. Vestiaire tell me they are awaiting a response from the courier. It is their responsibility to refund me irrelevant of the courier investigation. Warning to everyone, most Vestiaire purchases end in a problem. Customer services is the worst I have ever experienced anywhere! They do not care about their customers at all. Avoid these cowboys or take a massive risk on loosing your hard earned money. I would not recommend to anyone.

Report: Our Quality Control team has checked this item and found that there's a tiny difference between the description and the item itself.

- the report to the customer does not specify that this tiny difference is in the photo. and that the item is in perfect condition. and that the integrity of the product is unaffected.

- The chat channel between the customer and the seller was closed and the message history was all cancelled.

Vestiaire collective had a YSL bag that’s worth £2k and lost it. It’s been at their hub since 29th of March (today is 12th of April) no one is replying anymore. I’ve been told to stop texting them and have patience as they’re communicating with logistics team. Whenever i track the item with ups service it says that it was delivered to the hub ( Lowfield Heath GB) and received by SYLLA.

I received my order from VC an hour ago, and soon as I opened it, I am quite sure this item is fake, as I have exactly the same item in another colour myself. The material and the actual size are completely different, plus a discolouration, etc.. Also, the seller is an extremely dishonest person, she said that the item was "never worn", yet there are stains on it. She said that the hat was a gift from her friend but she has never worn and it's brand new! However,the hat doesn't come with a dust bag nor relate packing at all. It comes like an item from a thrift store! I fully doubt why VC could let this pass the authentication? I am trully disappointed. Relisting is just not an option as this item is not supposed to be for sale at all! However, I can't find a proper link or contact to VC to deal with this.

Order of dior saddle bag 10/03/23 received on 20/03/23. Paying 3200€ so the item automatically goes through quality control. When the bag arrived the long dior strap was missing. So I sent it back the same day! As this is not what I paid for…

Lthe seller was adamant they placed it in the box and sent it… so it went missing/ taken during quality control and vestiaire itself.

I sold an item on this platform on 13th March and sent it to their Hong Kong office from New Zealand at my own expense by tracked mail 15th march - two days later. I looked on the site for a place to log the tracking and to confirm it has been sent but it is incredibly difficult to contact them so I emailed the buyer directly to send tracking number. Two weeks later I receive an email saying sale cancelled do not send item. I used the tracking number and see the item is already in china. I contact them with screen shots of the sale confirmation, nz post sent tracking confirmation, communication with buyer and they say they cannot pay me for the item as it’s cancelled but also cannot return it. so I have sent them a $350 item that I know longer have and I also have not been paid for.

I received a fake LV bag from Vestiaire Collective on 3-24-23. The handles had plastic conversations and there was no date code label inside the bag. The bag came folded in half. Clearly a fake bag and I can’t even return it, says I have to repost to get any money back. This is crazy. The bag that was sent did not match the photos in the website.

Order details

Order number: [protected]

Ref: [protected]

Louis Vuitton

' Onthego leather handbag

45 Direct Shipping

I tried to make a bag purchase and at the very same time it appeared to be sold.

The seller didn't understand how or why neither did I ... I was very stressed and annoyed with the process of not being able to contact anyone so I chat VC to be told it had been sold and checks were being made even though my offer was accepted. it just didn't make sense.

In frustration I closed my account.

The following day I used my sisters ac to check and it was still for sale?

I contacted VC again this time to be totally ignored.. tried the seller .. ignored.. ?

They wouldn't even answer email or chat.

Yes I use my sisters account but if thats the sin well why not tell me not ignore me your a professional company.

I bought in June 2022 a dress, described as Lanvin. When the item arrived, there wasn't any label on it, none. Either brand label or washing label.

I complained to VC and they accept to return so they could see it.

Suddently I had, a very serious health problem, and I wasn't able to return it.

Know they say I can relist it, but the problem is that the value of the dress it's not even the same with no labels.

I'm being harmed with no fault at all.

I've bought a lot in VC, also sell, but now I stop trusting the company.

I don't recommend at all.

9th of Feb 2023 the buyer contacted me to say the Marella coat I had sent and sold has not arrived and that they had received a flash drive instead. I confirmed I hadn’t sent them that and that I sent the goat.

We both agreed to complain to Vestiaire. We did and continued to follow up every other day each until today (2nd March).

During this time they asked me to send a copy of the package and label (which is not routine / part of their guidance). I couldn’t. I asked them to retrieve the shipping label they sent me to ID who it was sent to. Zero follow up. In the meantime, VC relisted the coat (which I no longer have)

VC have contacted the seller and said they would refund them and told the buyer I have been refunded. I haven’t. There is no complaints section. Awful awful service.

I bought louboutin shoes (bever worn) from a professtonal buyer called Reworked on vestiaire on 6/2/23 order number [protected].

I asked fro authentication and paid extra miney. The report said the shoes were according to description.

Once I received them both the shoes had “X” marks on the red heel and also one shoe had a huge cut from a blade on the pvc.

Vestiaire blamed me! Even though I sent back the box showing that I dint use any blades or scissors to open it. i paid 500 euros for the shoes and they were for my wedding day. No one from Vestiaire talked to me to explain or ask for details. I am completely shocked. I want a full refund. And also they never showed me pictures of their authentication to prove that they did their job right. My trust is completely destroyed. Also on the vestiaire chat a coworker said someone put a knife on the box by mistake, but then I received a formal email saying I did this. Its not my fault someone from the line damaged the shoes! I did not receive what I ordered.

I shipped it to second check. Because seller mentioned prefect condition and never used/used a little. Once I received it a dent and peeled 3/4 corner. It doesn’t mentioned on it.

I asked to ship it back or refund.

No one responded.

And relist my bag without asking.

Very bad customer service

Stole my bag and money.

It a week already. No one responded.

Relist my bag without my permission.

I sold a Gucci pochette bag on vestiaire. Their so-called expert stated in a quality control report that the handle was not original. This bag was purchased new by myself and barely used. I sent them the receipt and asked them where did they identify that handle was not original (I attached their report of trouble area as well as my close-up pictures for that trouble areas, which show clearly nothing have been ever altered, all are original). Since the bag is authentic, original, never being altered, repaired or replaced. I even attached my Gucci email shipping notification when I ordered my bag. No response. What does the so-called expert do? Do they even qualify as expert to make a mistake like that? I won't be surprised if the other way around, let fakes slip through their so-called quality control. Shame on you and your experts! Definitely dishonest, disqualified and unethical, un professional.

I demand they make corrections to their wrong/untrue quality control report about the bag I sell in a timely fashion so that my buyer can receive the bag and I can get paid. If they respond too slow that I lost my sale, I demand they reimbursement for my loss (I sold the bag for $585).