Vestiaire Collective
reviews and complaints

The two pairs of shoes I ordered last year worked out great. However, of the 4 pairs I ordered recently, I have zero pairs of shoes, and cannot even get a refund on the pair of shoes that their team inspected and immediately fell apart during first wear. I lost at least $50 in authentication fees since 2 pairs failed authentication, and the 1 pair *SHOULD HAVE* failed authentication. I have also lost $55 on the actual cost of the shoes that broke immediately during first wear. There is some mystery delay with the 4th pair of shoes, and no projected date when I will get them. And Vestaire Customer Service is refusing to offer me a refund on the broken pair, or even a 15% discount for my next order to make up for all this. That's probably a good thing, because I never want to order from them again. There are plenty of competitors, and you can bet they will be gaining market share with Vestaire's customer service.

Seller sent me a different item than listed. Customer service refuses to acknowledge the mismatch. They take long to answer and all answers are generic “pre-written” auto responses. The fact that they write that they are “sorry Im not satisfied” and offer me to “relist the product” tells me they have not read my mails nor seen my pictures that proofs it. I cannot relist as the Item I have is not the same as listed. I think nobody actually have tried to help. They make me feel like Im crazy telling me experts have carefully looked at the and veryfied the product. That is a straight up lie. I cant do anything. I m stuck with a product i never wanted and I lost 220€

Vestiaire collective has indeed some nice clothes /shoes /jewelry etc however I don’t know how new this site app is due to its very flawed customer service system. I was excited as some of you may be when coming across good deals on my favorite brands but let me inform you are gambling when u choose to support this site out of ten items I bought from this site i only received 7 of them. There is no way to contact them when they mess up a shipment. I have now lost 1500 or more dollars because of this company and I have yet spoke to anyone

I bought a lot of items and I realized that they are thieves.

They charge you a terribly high amount in currency exchange if you payment is in another currency than EUR. - An item that costs 270 EUR they will charge you 30 EUR more without informing you or giving you any explanation about it - Note: this 30 EUR does not include shipping or authentication payment, this will come later at the final payment.

I contacted them and the answer was that they cannot do nothing about it, it is the the financial department the responsible for this fees.- PLEASE.. of course you know!… The bad thing is that this information does not appear in the FAQ. totally illegal.

I sold my item (ref. [protected]) and payment was supposedly issued on 11 April 2022. However, it's been well over 5 working days (taking into account the long Easter weekend) and I still have not received payment. I've chatted with 2 service agents online and they said payment is on the way, but everyday I check and I still don't see the money in the bank. This is very distressing to me as the amount is not small.

I sold a dress this week and had it picked up by their couriers UPS. This dress was very expensive so was folded carefully and double packaged with care. I was a little bit suspicious about the time taken for the inspection as the dress was in perfect condition. Today I received the report showing pink stains on the collar. THEY WERE NOT THERE WHEN I SENT IT. I have lots of pictures of the dress. It was immaculate. Now the sale has been cancelled and the dress is being sent back. My £1900 dress is now damaged. The chat service was a waste of time. They couldn’t even find the dress even though I could see it in my account. I am supposedly getting an email from an expert but I won’t be banking on that happening. I am so upset that a dress that I own and have looked after is now ruined. VC should at least have the decency to own up and apologise for what has happened instead of making out that I had not declared the stains. I won’t be recommending this company to anyone.

I bought an item 2 months ago .

The item was late being shipped to Vestaire. The item has been lost by the shipper . But Vestaire do not follow up with any efficient customer care . They are now claiming against the shipper , but still no refund to myself the buyer . They have no idea what is happening to their items they are selling . I have been told that I now must wait until the investigation they have opened with the shipper is complete , before they will refund me the money

My parcel is not getting delivered by Evri company, sent you a couple of emails tryied to contact you via chat, no answer.

It is unacceptable to be that uninterested regarding your customers!

On February 14, 2022 I sold a Chanel jacket. All designer items over $300 are sent to VC in NYC for authentication before being sent to the final buyer. I personally packaged the jacket and used the prepaid shipping label sent to me by VC and brought it to FEDEX. Several weeks later, I received an email from VC claiming the box they received was empty. I provided VC with numerous pieces of documentation including the original FEDEX receipt, tracking number, detailed package logistics from the FEDEX site, their employee signature and images. Every time I email them, which they have no customer service number or any other way to contact them except a general customer service address: "[protected]@vestiairecollective.com" I get a seemingly new person with only first names and the same e-mail response: "Our teams are still working on a solution for you, and we're really sorry for the unusual delay in getting back to you...We understand it's frustrating to wait, but please don't submit your enquiry again as this can add to the waiting time."

In summary: Be sure to do your due diligence when choosing an online selling platform whether its designer clothing or anything else. I would never recommend Vestiaire Collective again nor Tradesy, which are now under the same ownership.

Lost item by Hermes, no response from VC team. My sale was deleted by VC the good thing I took screen shoots of this to ha proof of evidence.

I sold an Item in fab/22 after posting it with Hermes, the item got lost by currier.

I tried and contacted numerous times VC team via email and chat. No help whatsoever. I was told item is still on the way last time I talked to someone.

As it's 3rd time this year this happened, I started taking screenshots of any communication for proof. Lucky I did cos Vest. C deleted my sale of my account after inquiring about resolution and payment. I find this extremely low move. I have proof of all. I lost £40 sale and ap dress as this never was returned to me. This is not a company that you can count on. They are playing very dirty and slightly illegal game here. Horrible customer service, email no longer works, so really not that easy to get hold of someone to complain. Noone reply to anything. Of something goes wrong, it's on you really. I will get my money back, I won't allow this discussion company to use me like this. It's been 3rd month now. No resolution or help at all. Horrific. I posted it on 26/02/22 and this item never Vas delivered. Noone is helping to resolve. I feeling like fighting with the wall here

I have received a Celine handbag today and it is so clearly a fake.

The stitching is different on either side and it is even coming away on one side due to poor quality of the material used.

I paid an additional fee for your experts to authenticate the item and it could not be more obvious that it is fake.

The item is is brand new condition, with all tags (which I have seen before in Bali at many kiosks stores offering brand new fakes). It is however obvious from the stitching that it is completely fake.

I have tried to get in touch with Vestiaire Collective about 35 times at this point. Each time a new representative answers my email that they will check and doesn't get back to me. Appalling customer service.

This item I sent was never pair for, and I have proof the customer received it as we have spoken via Social Media. I would really like to be paid for the shoes I have sold.

VC lost /stole my parcel at their centre but claims, it is the couriers fault that it disappeared despite having send many pieces of evidence that my parcel was received by VC receptionist. Their customer service is terrible; 1) no phone number 2) no live agents 3) no reply in time.

You really don't want to send your items with them, use Ebay instead.

Dear support team,

Regarding the status for item Lace mid-length dress Dolce & Gabbana (réf. 210166**) that you claim was never sent.

On the 3th of March VC sent me a shipping label (GBR 807 6-00)

On the 6th of March at 11AM, I dropped off a dress at Hermes with a shipping Label that was sent to me on 3 March. (Hermes Code P94661**)

On Wednesday 9th of March 18:32 the dress was delivered by Hermes at Crawley VC center, signed off by the receptionist. See attached confirmation on Hermes website with the code P9466150. The parcel number barcode is T01Y5A0000443086 and clearly refers to VC Crawley with shipping label (GBR 807 6-00)

There is evidence from Hermes that it was dropped off and received by your receptionist especially as parcels are tracked with barcodes. It is therefore rubbish to say the parcel was never sent or lost in the mail.

It seems VC Crawley lost my 2000 USD dress. There are some reports online that staff at VC are stealing items but that is not my issue. You have my dress and lost it.

I am particularly very upset that you claim your clients lost it or Hermes did, which are un based hurtful allegations which are very bad for your business and trust in Vestiaire Collective. Your company should be trustworthy as you store many expensive items from clients and if VC employees are stealing, send items that are a massive breach of trust. I will never use your company's services anymore.

If someone at VC is contacting me again please make sure its management as sorting these minor issues is taking weeks and I am not used to people taking me for an idiot saying items are not sent or lost when the evidence is there .

See attached all 4 shipping / delivery confirmations and evidence that your receptionist signed off on my parcel.

I await your reply.

Best regards

Sold 5 handbags got paid for 2 only with smaller amounts. No problem with account.

Two Hermes bags plus Chanel with higher Euro value never paid.In fact it looks like VC has stolen my handbags.

Reference no :[protected]; [protected] :[protected].

Had numerous emails with different dates for payment - never materialised.

These bags were sold between 19 to 31 January this year.

I have never experienced this kind of working practice.

Not honourable!

Please call me at [protected]

[protected] Sold 31.1 2022 - Hermes birding. Not paid

[protected] Sold 23.1 2022. - Hermes bag

[protected]. Sold. 19.1. 2022 - Chanel bag

Having sold two more items and payments processed quickly …therefore no issues with account details .

However,I am getting messages account verification failed ?

Also,VC sent me three separate payment dates since beginning February which never materialised .

This situation is an acceptable.

I don’t understand VC irresponsibility and working practices.

I am based in the US and purchased a bag from a seller based in GB. Seller wanted 2,500 GBP for the item which at the exchange rate of 1.31 should have equated to $3,275. However, the exchange rate ended up being $3,575, $300 above and beyond of what it should have been, or an exchange rate of 1.43! This means that on top of profiting on the seller's fees, they are also pocketing a SUBSTANTIAL amount on conversion fees. I connected with over TEN agents, each of which ended up ignoring me once I pushed the issue. Also, there is no direct phone line to connect with the company. It is one BIG SCAM! Please do not do business with this company.

Hello,

I would like to make a complaint regarding the company Vestiaire Collective.

I am an eBay seller and I am selling second hand handbags and jewels.

A seller from Vestiaire collective, whose username is @Irina_fortunta1, has stolen some my pictures from one of the bag I sold from my eBay account (Dior Leopard Malice) and used these photos for the same handbag she is selling on Vestiaire Collective.

I did contact Vestiaire collective to report that seller, with the proof that my pictures are the original one, so I attached my pictures and the pictures that seller took without my consent with the date they were taken.

The customer service told me that they will do everything in their power to find a solution.

Unfortunately they have not done anything, they told me that they just asked that seller to remove these photos where they could have temporarily restricted her account or remove that bag from her list.

They did not do anything, so I tried to contact that seller on the comment section to ask her to remove my pictures she stole, and shockingly my comment which needs to be approved by the moderate team was not published. I did try to comment any times but Vestiaire Collective team is ignoring my concerns.

My comment has no insults or anything threatening, I am just asking her to remove the photos she stole.

Hence, I concluded that Vestiaire collective is tolerated illegal activities and they are not giving any sanction to their seller.

Ref : [protected] & [protected].

12/2/22 - RECIEVED EMAIL CONFIRMING I COULD RETURN THE BAG TO VC FOR INSPECTION AS IT DOES NOT MEET ITEM DECSRIPTION

16/2/22 - EMAIL FROM VESTIARE CONFIRMING RECEIPT OF BAG

16/2/22 - EMAIL FROM VESTIARE STATING

"After careful re-examination, we can now confirm that the item matches the description and photographs provided by the seller.

We have relisted the item for sale on your account at the original price. Once it sells, we will package and ship the item to your buyer, VESTIARE RELISTED -

I DID COMPLAIN THAT THERE SHOULD BE 0 COMMISSION AND THEY AGREED

18/2/22 - THE RELISTED SAID BAG SOLD UNDER NEW Ref: [protected]

18/2/22 - TRANSCRIPT WITH VC REGARDING ME BEING ASKED TO SHIP AN ITEM WHICH IS AT THE VC WAREHOUSE

27/2/22 - VC DID NOT UPDATE SHIPPING AND SALE AUTOMATICALLY CANCELLED AS BAG NOT SHIPPED

01/3/22 - RECEIVED CONFIMRATION FROM VC THAT ITEM RELISTED AGAIN UNDER Burberry, réf.[protected]. AND THAT THE ITEM WOULD BE UPDATED AS EXPRESS SHIPPING AND THAT VC WOULD HOLD THE BAG AND THEN SHIP IT. IT WAS RELISTED INCORRECTLY AGAIN

4/3/22 - RECIEVED EMAIL FROMVC SAYING THEY DO NOT HAVE THE BAG AND I HAVE NEVER SENT IT TO THEM

it will not allow me to upload the proof of emails but i can email if you provide an email address

I purchased an item on 15the October 2021. It was listed as being in the UK and as I’m based in the UK my understanding was there would be no customs fees. I even chatted with the seller to check this point and he confirmed there should not be any VAT or duty to pay. However around the beginning of December I received a DHL bill for £493.36. All over Christmas time I was messaging Vestiaire Collective to tell them this is an error and several times I was told they would complete the LOA form and pay this bill. It is now February and I have received the invoice again. So it appears despite being told multiple time’s fo ignore the bill VC have done nothing. They give me the same responses but actually have not done what they said they would do. The stress and frustration is immense. I will keep pushing to have justice and hope they do the honourable thing and pay this bill.