Name: Vestiaire Collective
Rating: 2.22

“I purchased a purse and selected the authentication option, when the purchase was completed, approved and paid by Affirm, my confirmation indicated the seller, Jebwa by Murad had 14 days to ship the purse to Vestiaire's authentication division. I sent the seller an email inquiring if there was any way to expedite the shipping to authentication and I received an email from Vestiaire informing me the seller had cancelled my order and I would receive a refund, without any reply from the seller or explanation as to why, it would seem it was because I purchased authentication. The item was relisted the same day. Date of experience: December 09, 2022”

Helpful Report

Posted 3 years ago

Dear Jacquie, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“On 21st of November I sold D&G coat on Vestiaire Collective website. First, I receive a message that I should get money on 29th of November. Last Friday on 2nd of December I had a chat with a member from customer support tem and I was told that money was send to me on 27th and I have to wait 5 working days and that I should receive money on 5th of December. Today is 8th of December and I still didn't receive money. VC doesn't pay to the seller's ‼️‼️”

Helpful Report

Posted 3 years ago

Dear Aleksandra, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“Be very careful! Their quality control misplaced the strap of my designer bag and no one took responsibility. Customer service just ignored me for 3 days via chat and email and just cancelled the sale stating that the buyer cancelled the sale. I was in contact with the buyer who was very disappointed as she did not cancel the sale and also got no reply from them whatsoever. This is the worst customer service experience ever! They are now sending back a faulty bag without the strap which they have misplaced. Be aware that if there is a problem they will just ignore you and treat you with no respect. They make their money through the commission from the seller so you would expect to be treated with at least a little respect.”

Helpful Report

Posted 3 years ago

Dear Jessica, We highly regret to hear that your sale hasn't been successful due to an internal error and on that, we'd like to submit to you our deepest apologies. However, we'd like to reassure that we have acknowledged the elements you have shared with us and kindly inform that we'll contact you soon by email to offer you the most suitable solution. We'll remain available in the meantime for further questions or queries, The Vestiaire Collective team

Posted 3 years ago

“I am adding myself to the LONG LIST of disgruntled Vestiaire Collective customers. I have also had issues listing authentic items this past November (2022). My feeling is that something has been going wrong at VC - either they have been selling/letting through too many fakes, had issues with customers purchasing fake items (after they authenticated them I am guessing!), or some other issues with their so-called "experts" or "authenticators". Why else would they be rejecting listed items that are so obviously authentic (in my case including photos of the receipt, the date stamps, high-quality and in-focus photos of brand stamps) with really good and honest descriptions etc. I contacted the customers service and have sent in additional photos, repeat photos etc and they still have rejected my items. WHY?? When you ask them about specifics ("What else do you need? What was wrong with my receipt, photos etc?") they use the excuse that they cannot say. RUBBISH. It makes me really unsure about even purchasing items with them. If they can't tell the real deal despite receiving ALL THE INFORMATION, how on earth can they determine something is fake? The weird thing is that there are heaps of bags listed there that have no receipt, bad photos etc, but somehow they got through? Weird. They really need to have a good, long look into the chaos. Another gripe: The automated messages sent by the (poor) customer service agents who have no idea about anything, but have to answer complaints all day. "We'll get back to you within 24 hours" etc etc. GIVE US A BREAK. VC earns so much commission from us, the customer (and yes, they did increase their commission recently without saying a word, but nag the customer to reduce their prices ALL THE TIME). They need to do better. The automated VC replies on boards/pages/sites like this one is also a joke. Come up with something new, or actually act on the feedback we are giving you. COMPLAINT OVER.”

Helpful Report

Posted 3 years ago

Dear Member, We are sorry to hear that your item has not been accepted for sale! We reserve ourselves the right to refuse any item that does not meet our criteria. However, we'd like to clarify here with you our team's decision regarding the closure of your account. Rest assured that your requests have been forwarded to our management first for a deep dive. Unfortunately, we must inform that, due to safety purposes, our security team decided to close your account. We thank you in advance for your undestanding, The Vestiaire Collective team

Posted 3 years ago

“I’ve been selling authentic brand name items thru websites like Vestiaire for years (Poshmark & Tradesy). For some reason, even tho I posted pics of proof of authenticity such as receipts, etc, my items still keep getting rejected! This is after waiting for 48hrs after upload! Aside from the fact that they don’t even have customer service! The only way you can contact them is via social media or Twitter! Which I find very frustrating and bad business!”

Helpful Report

Posted 3 years ago

Dear Member, We are sorry to hear that your item has not been accepted for sale! We reserve ourselves the right to refuse any item that does not meet our criteria. Upon checking your latest deposit, we must inform that our team will need a picture showing your item's inside brand label and another one showing the serial number is needed. Thank you beforehand for your understanding on these requirements and rest assured of our availability, The Vestiaire Collective team

Posted 3 years ago

“I’ve been an avid seller for a year now and made another sale… only to find out that they have removed my country from the pre paid shipping list. Without warning or notification. I live in Dubai and we don’t have a regular postal system here, so to use registered post myself it would cost at least $100 (as I’m not a business like Vestiaire). Spoke to customer service and they gave no explanation just ‘sorry we removed UAE and Turkey, now you have to pay it yourself’. Honestly so devastated as someone who works in the fashion industry and valued a website like that for contributing to sustainability. And to cancel UAE is crazy considering the luxury fashion resell business is at its highest. I really hope they changed it back, because including all but two countries feels like discrimination.”

Helpful Report

Posted 3 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“Appalling experience. They have not refunded me for two items I sent back. The first a pair of boots advertised as size 4, but actually a size 5. The second a bag advertised as leather but actually polypropylene and likely fake. Their customer is without a doubt the worst I have ever ever experienced. I have experienced Gaslighting, ghosting, stonewalling, lying and manipulating, ignoring, contradicting and disconnecting. I got notifications saying I would receive a refund. I then experience 3 customer care reps in a row who disconnected me. One of them told me that there expert team had concluded the boots were as advertised, even though 1. They were sent back to the seller, not the team. So a total lie. They also had previously agreed they were sold not as advertised. They insisted they had sent me emails advising me to send the boots back and let them know, even though they can see all notifications of emails on my account, and there just were no such emails. They were changing their tactic and story every time I contacted them. It’s an aggressive consumer intimidation policy of customer service. That is acruelly illegal. I had to take a day off work from the stress of been online for 2 hours and the trauma of what I experienced. They are bad for your mental health. I’ve had to go to the European consumer centre for resolution. I will not rest until they pay me what they owe me. Ultimately it is theft. They have stolen from me.”

Helpful Report

Posted 3 years ago

Dear Jessica, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“I have been a customer of Vestiaire for eight years now, but I won’t buy from them now in the UK because everything seems to be shipped with evri, surely the most unreliable delivery company in the UK and there’s too high a risk of it going wrong. I’ve no idea why a company like Vestiaire which aims to be associated with luxury and ethics should partner with a cheap-for-a-reason delivery option with such a poor reputation. When things go well Vestiaire are great; however when there’s a problem, their customer service seems to struggle. Recently I bought three items via Vestiaire’: one was cancelled by the seller without explanation and evri lost the other two (sent by two different sellers) in transit. Eventually I got refunded but to achieve that, I was contacted by eight different customer services representatives, none of whom seemed to have any awareness at all of what their colleagues had been saying or doing. I received four different requests from four different people to send ID and a written statement, three of the requests days after I’d already sent this! It was a stressful waste of my time to have to repeat everything over and over and surely a waste of their team’s time too to do everything in octoplicate. A pity because with an adequate courier company and better trained and resourced customer service, they would have been great.”

Helpful Report

Posted 3 years ago

Dear S, We are truly sorry to hear that you have not received the expected support from our teams! Please rest assured that we are constantly working on improving our services, thanks to your feedback. Our team will remain available if any further request needs to be looked into and to make sure you did receive your 3 refunds in this case. Thank you for your understanding and see you really soon, The Vestiaire Collective team

Posted 3 years ago

“I was a seller on Vestiaire for a few months and I resented the way they pushed me to lower the prices of my items and rejected other items. So I left the site and went to Tradesy where I had a much better experience for many years. Imagine my dismay when Tradesy was sold to them. I delayed moving my items over to them until the last minute. Then unfortunately I was forced to do so. As soon as I moved my items, they started hounding me about dropping my prices. I couldn’t manage my items unless I accepted their prices for them. I had bought some items for thousands of dollars and their aggressive takeover of my items once again proved to be too much of a hassle. So within a few days of moving my items I deleted the account. I’m disappointed that Tradesy was acquired by them. I miss Tradesy where I was treated with respect as a seller and was not bullied constantly to lower my prices.”

Helpful Report

Posted 3 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“Hello, I had a bad experience with returns. The short history about my situation: I bought a bag. The description of the product indicated the sizes 32x20x16. But, when I received the bag, I saw that the sizes didn't match the description. They turned up 24/15/12 only. I wanted and was sure that the bag would be bigger. So, our love Vestiaire Collective send me answear and offer: You recently returned this item to Vestiaire Collective, and our team has now completed a second check. 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, and you will receive the full proceeds of the sale, minus our usual commission. If you would prefer to have the item returned to you, please let us know within 24 hours so that we can arrange the shipment for you. To do that, click below on desktop and complete the contact form, selecting ‘Refund & Relist’ and then ‘I’d like my item shipped back to me’ from the dropdown list. " I want my money back and they refuse to do it. I have all the photos, all the evidence of the Seller's mistake. No reaction to this! Maybe someone had a similar situation. Help! Thank you.”

Helpful Report

Posted 3 years ago

Dear Irina, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“The worst customer service ever! They try everything not to offer after-sales services. They don't even have a call center number. I had several very negative experiences. They lost my items in the shipping. Bought a very expensive piece of jewelry it wasn't shipped for one month. The information on it was wrong they promised a $100 voucher code and didn't honor it. Not reliable, and platform to buy or sell!”

Helpful Report

Posted 3 years ago

Dear Member, We are getting back to you regarding your recent experience with our platform. Upon verifying your queries, we kindly inform that our team shared with you the expiration date of your $100 voucher. We however could not locate your request postal litigation requests regarding the lost items you have mentioned. This is why we invite you to contact us right below and provide with your item references : https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. The Vestiaire Collective team

Posted 3 years ago

“I was a former seller with Tradesy and did an enormous amount of sales with them, never had any problems whatsoever...then they were bought by Vestiaire. Wow, what a mistake. No sales, only likes, people asking for ridiculous prices because they have to pay custom fees, customer service is awful. Have switched back to Ebay and Poshmark, slowly removing everything from Vestiaire. If you're on Tradesy and they want you to swtich...DON'T DO IT!!!! Save yourself time and aggravation, go somewhere else to sell. Plus I understand they are going to raise fees too. Tradesy, you did us wrong! I hope you don't go down with the french ship!”

Helpful Report

Posted 3 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Make sure to get back to us and provide with further information, if you still require support, we'd be glad to help ! We hope to see you again really soon, Best regards, The Vestiaire Collective team

Posted 3 years ago

“Very poor customer service and unfair business model. I shipped an item to a buyer on the day of a purchase, 16 days ago. Vestaire Collective successfully collected money from the buyer. The buyer didn’t pick up the shipped item for about two weeks. I am still not paid. I’ve contacted customer serice a few times and asked for my item to be shipped back since the buyer didnt want to pick up the item from the collection point. My request hasnt been addressed and there is no help so far. This is a serious flaw in Vestaire Collective’s business model as far as customer satisfaction is concerned. But presumably Vestaire Collective is earning interest on the money they pay to sellers with significant delay. I still havent been paid.”

Helpful Report

Posted 3 years ago

Dear Member, Thank you for taking the time to bring your request to our attention ! We kindly inform that our team got back to you in the meantime, regarding our action with your buyer. Make sure to check our message, we've sent to you via our help chat in the App, for further informations. Thank you for your understanding, The Vestiaire Collective team

Posted 3 years ago

“The very first item I sold on Vest. went badly. The buyer claimed the box was empty. I got no real information from Vestiaire but was able to chat with an agent. They told me that they were investigating but I would get my money back. Then I got an email tonight saying the wallet (expensive one!) was being returned, but how is that possible when the buyer claims they didn't get the wallet. Then I get another email saying the wallet didn't match the description, it was going to hurt my seller rating and that I should be more careful! I tried to chat and email, but both functions were not working. I couldn't do anything and now wonder whats going to happen. sellers beware. Don't sell anything expensive until you feel safe on the site. I don't and once I get paid for two other items I sent (if I get paid) I will close my account unless they contact me to resolve the issue I also got a message from a buyer in Europe who bid 607 Euros on an item. I saw their bid as 500 dollars. Not sure why it was a hundred less, and then when they tried to check out, their price was 880 euros. So I lost the sale of course. They were charging over 200 for customs?”

Helpful Report

Posted 3 years ago

Dear Michael, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“VC only cares about getting as much commission as possible. They are abusive in this respect, and in situations where they promise not to charge a commission (i.e. reselling within 72hrs of receiving an item u don't want), they come up with excuses to charge it anyway. Very unpleasent web and very poor in the way they comply with their own regulations”

Helpful Report

Posted 3 years ago

Dear Analisa, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“These is no customer service at all. The Chat line is never open and emails take over a week to resolve.”

Helpful Report

Posted 3 years ago

Dear Member, We are truly sorry to hear that you have not received the expected support from our teams! Please rest assured that we are constantly working on improving our services, thanks to your feedback. We kindly invite you to share with us further information on your request, so that we can identify your request. Thank you for your understanding and see you really soon ! The Vestiaire Collective team

Posted 3 years ago

“My daughter bought the handbag for me ( my birthday) fro the seller name Niki.The seller said the bag very good condition and when I ask her any dust bag she said yes. My daughter did pay $25 for Physical quality control and authentication. We received the bag with non brand dust bag and inside the bag has a bid scratch. My daughter send two emails but no reply and finally she did open the chat and send back the bag for another check. Today my daughter received the email said the item matches the description and the photographs from the seller.I don’t know why the person check the bag can say like this The bag came with non brand dust bag The seller posted the photos outside the bag she didn’t post any photos inside the bag .She didn’t mention anything about the scratch inside the bag. This is the first time my daughter bought from VC and she is so disappointed Ref #25746224 Oder No: 63588084”

Helpful Report

Posted 3 years ago

Dear Nina, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“I have a very mixed experience as a buyer and as a seller. The main issue is a quality control. I recently purchased pants that passed quality control. When I received then they turned out to be too small. However I was able almost pretty much immediately to resell them. But then VC cancelled don’t sell bc the pants didn’t pass the quality control… and the pants still had the tag on them from the original quality control with they passed! So how does that work??? I also had other issues with quality control. At this point I’m too disappointed to sell or to buy anything in there.”

Helpful Report

Posted 3 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“I don’t know where to start but this would be zero if possible. Firstly I get sent a fake bag , their response, having quizzed me & obviously not wanting to admit it, was to reprimand the seller !!! Really ??? Remove her id say. She already sold 3 of the exact same bag so please check you have the real thing - she was charging in excess of £600 for a rubbish bad copy of the bottega veneta cassette bag. So….I go back on & buy an authenticated bag which EVRI have now lost. Nothing but lame replies since 08/09 but I sought advice from CAB and they 100% should refund immediately or ship an alternative if the delivery date is not met. Which is wasn’t. Stay away, it’s such agro & with very little policing of who can sell fake very expensive goods.”

Helpful Report

Posted 3 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 3 years ago

“It’s been 50days since I ordered and no item no refund. The CS keep saying they are waiting for the carrier to answer them. It’s impossible to refund me before they get an answer from carrier. It’s more than 8000usd. What if the carrier never answers them? The CS is horrible. The chat on their platform doesn’t even answer me anymore.”

Vestiaire Collective 1 star review on 18th September 2022

Helpful Report

Posted 3 years ago

Dear Member, We highly regret about this experience you've had on your recent purchase ! Having checked our team's action, we have noticed that a refund has been processed on September 21st and should have reached your account in the following 5 business days. We will indeed remain available, should you have further requests, The Vestiaire Collective team

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 49%
Accurate And Undamaged Orders	Greater than 58%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Vestiaire Collective Reviews