Name: Vestiaire Collective
Rating: 1.95

“I purchased some louboutins on there, they were very well priced so I thought why not, I paid for them authenticated also which I thought was a good service. However.... they were delivered with Seur and apparently I signed for them according to the tracking, however I was out and signed for nothing, the delivery company due to covid also provide contactless deliver so I am trying to get to the bottom of who has or where my shoes were left. Down to the shipping company surely!? So I finally get them.on their web chat after 2 days of trying through paypal because it is secure, only to be told they will not respond via paypal and I have to send copies of my passport or ID via email, along with a hand written letter from the neighbours and myself stating that I have not recieved it like I am some kind of criminal for asking who signed for it! I have never been asked to email my documents to a company to check a shipping status in my life and why cant I go thru paypal, I only wish I had read these reviews prior to purchase, to make it worse I sold a wallet on there last week!! So god knows if I will get payed at all, I feel for the seller of the shoes, I hope they get paid. What a nightmare, I will not be using them again.”

Helpful Report

Posted 4 years ago

“Reference my item 5893191 I am writing to complain about disgusting, unhelpful, useless customer services I received from Vestiare collective. I sold my item on 4th march, shipped it on 5th march using a prepaid airway bill provided by VC. Item arrived to Greece on 8th March and got stuck at customs. I contacted VC immediately asking to resolve the issue. Given that it was VC that issued a shipping label and all paperless documents attached, DHL demanded that the matter should be resolved by VC, as they were the account holder for this shipment. I contacted your useless customer services over 15 times, and each time a different agent who hardly understands English or nature or the problem promised me to resolve this. 3 weeks later, 24th of march, one of them replied to me, having a cheek to say that because I didnt provide a consignee ID, shipment was being returned to me. This person does not even understand the difference between SHIPPER who is myself and the CONSINGEE who is the receiver!!!!!!!!!!!!!! As being a sender I clearly cannot provide the CONSIGNEE ID, as I am NOT THE CONSIGNEE!!!!!! This is how unhelpful and unprofessional customer services are, and worst thing, they dont even care. There is not way to contact anyone in VC over the telephone, the chat option is not working today, so all that customers got left is wait for days for email updates, and when they come, they are so useless, and pointless that nothing is resolved!!!!!! This is disgusting, absolutely disgusting. I have not received my shoes back, and I have not received my money for the sale!!!!!! I want my money paid to me now!!!!!!!!!!! I am attaching all copied of this mascqarade, called Vestiare Collective customer services, so you can see how I have been messed around by your agents for 3 weeks, - I can only imagine how the buyer feels!!!!!!!! Unacceptable, unforgivable, very low to treat customers like this!!!! please confirm when I will be receiving my money back!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

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Posted 4 years ago

“Please DO NOT RISK your money and time. I am a first time buyer, l bought a Fendi headband listed as women’s item. The process to ship is long as the seller sends the item first to them to authenticate it and then it ships to the buyer. When l received it the dust bag was so stained and it says Fendi kids. The solution? You have to sell it!!!! Through Vestiaire and then they will give you the money until it sells. SUCKS! No customer service phone, the chat takes forever and OVERALL HORRIBLE experience. Look the pictures . I swear l had never hated something like this business Vestiaire.”

Vestiaire Collective 1 star review on 21st March 2021

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Posted 4 years ago

“Customer services is non existent. No phone lines, no replies to emails - and the ‘chat’ service is only supported by AI. I have repeatedly asked for assistance with sending to Europe as the labels provided do not have the correct customs information. The automatic system is very good at sending repeated reminders to post sold items: but no response to queries as to how to. Unfortunately I will have to stop using Vestiaire as customers are facing unacceptable delays which then reflects on me as a seller! I last emailed customer services over a week ago: still no reply.”

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Posted 4 years ago

“Bought an item and it was shipped via chronopost from Paris to Asia. This is express mail. The tracking 4 days later just kept it showing as Paris. I called chronopost (even though I don't speak French) and from what I understood, they have logistic problems sending to Asia. I have tried countless times to chat to V. C, their chat line doesn't work, just a robot. Nobody replies when you send them an inquiry through their website. They have no phone number to call and their Email contact doesn't work. Useless, will be claiming with PayPal for non delivery. No idea why they are using chronopost as opposed to DHL as per usual for shipment into Asia. Anyway lesson learnt and no need to buy anything from them if they stick to chronopost for shipment. Buyer beware.”

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Posted 4 years ago

“They sell fake bags, impossible to communicate with and change what they say - PLEASE do not buy from this company”

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Posted 4 years ago

“Same problem of others sellers. They didn't pay me. Payment was scheduled for the 26th of February but never has been processed! Status is always the same. Hours contacting their call center and same story: we will advise the specialist department and we will be back to you. Nothing happens I will wait this week but if payment won't be done on monday I will make a report to police with my lower. They are stealing our money and that it is a crime.”

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Posted 4 years ago

“2 weeks ago I tried to buy a bag and discovered that the system does not work. So I tried to reach out the customer service....yes I know.... but I am still a dreamer.....No way to get help. After 10 days I tried again with another bag and....again, the system blocked the payment. I called the bank and PayPal and everything is OK from my side. The issue is related to Vestiaire Collective. But after 2 weeks nobody has settled it. Of course I lost 2 offers I did and discount codes I had. Of course 2 vendors lost their sells. I have tons of chat transcripts and mails. Nobody does anything to solve. No way to talk to someone. Just a mail, after 10 days, asking me for a picture of the error message...I guess they think I have to try to make a new payment just to take a picture...Great job VC!”

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Posted 4 years ago

“Same experience like the user who has posted before. Payment was scheduled for the 26th of February but never has been processed! I'm contacting my lawyer now.”

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Posted 4 years ago

“I sold in Vestiare like 5 things .But last time i send them LV bag for control. It took them a while to "check" it and then I received an e-mail that the handbag was not suitable for sale and that they would not send it to the buyer. So I let them send it back to me. I paid 12 € postage for the return. It's been a month and I have no info on where my purse is or where the money I sent them is. A very unprofessional approach to things that don't even belong to them. I tried to contact them but no answer. I still don't have my goods or money. I would be very happy if they sent her to sleep and did not leave things that do not belong to them.”

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Posted 4 years ago

“I am a professional seller there for several months, and actually since I turned professional from being a private seller I ONLY face issues. They are unable to authenticate authentic items, asking for receipts, when as a consignment store most clients deliver items without. How do they even need a receipt if they are so-called experts? They forget to ship back "fake" items to me -I have to chase them for everything literally - even payments. They lost one of my items in their warehouse and claim its my fault that I did not ship it. They let buyers wait and don't inform them of shipping delays. They cancelled one of my sales because I was wrong with measurements of a popular bag by 1cm and then had to chase them to re-list the item. They are unfamiliar with overseas stock and special edition colors. So basically some times its fine selling and all goes smooth but the past two months have been a nightmare with them. If I didn't keep track of what I am selling and when they should transfer etc. I am sure I would be out of few items and money. Customer service in live chat is clueless and give automated answers - they have to raise everything to their "expert team" and then days pass without an answer and solution. I am not sure what I can say more about this. As you can read I am very frustrated.”

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Posted 4 years ago

“I have been a customer at VC for many years and have bought and sold many items. First of all, the commission fees are incredibly high. You would expect with all the money they must make from this that the website, apps and customer service would be better but this is not the case. I am constantly frustrated by glitches in the app and terrible customer service. I recently bought a pair of shoes where the seller was located in Australia but the item was said to be in Paris in the information tab (presumably Vestiaire Collective was displaying the wrong information). They also said in check out that I would not have to pay custom fees and taxes although I was already paying €60 to receive the item. After I receive the item I get a text from DHL asking me to pay 150€ in customs fees. VC customer service have been unhelpful, rude and are blaming the fault on the seller when I know this is not the case. One advisor left the chat before she had helped me resolve the issue so I had to wait for another to join. I probably have no choice but to pay this customs fee now. I feel incredibly cheated by Vestiaire Collective.”

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Posted 4 years ago

“I sold an item in December which UPS lost.I have been in communication ever since to get payment.The buyer was refunded but nothing for the seller.Over a week ago VC said payment would be received in 5 working days.No payment received.Very poor customer service.”

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Posted 4 years ago

“I have been a trusted seller off and on with VC. I have had multiple situations where I sent the sold item, the buyer received the item and I did not get paid. Mostly they claim “technical glitches”. Basically, if I did not track every single item I sold to make sure I got paid, then I would miss out on a lot of payments. The most recent instance was last month. I even messaged the buyer to ask if they received the item and they replied graciously that they did and that the item was perfect. I sent a screenshot of the private message with the buyer to VC and they still claim they must “investigate” the matter. I have contacted them every day for 2 weeks via chat and email (as they removed their phone number). Every time I’m told they will raise an urgent matter and I should receive a response within 1-3 working days. I HAVE NEVER RECEIVED A RESPONSE! It’s going on 3 weeks now since I should have been paid. The item was shipped first of the year! I have been slowly removing all my items from VC and selling on other platforms as their service has proven to be the worst!”

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Posted 4 years ago

“Disgusting, no matter that I am a trusted seller on VC, every time I'm trying to put for sale an item I have to make it 4-5 times before it would be accepted - VC team rufuse it for reasons unknown - no respect for their sellers, neither for their buyers. I strictly not reccomend it”

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Posted 4 years ago

“Vestiaire Collective simply is disgusting. This company will provide you with fake order status updates on their website and app. Vestiaire Collective will waste your money and time, show you fake status updates and wait for the customers to proactively contact them instead of owning up to their errors, forcing you to deal with their unprofessional "service" reps and have you keep waiting for nothing to turn up. Disgusting business practice and ethics, business is being reported to relevant consumer ombudsmen for dishonest practices.”

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Posted 4 years ago

“Such a horrible customer service. I listed Chanel boots for sale and as a first listing it was showing me £0 in fees on the app and also in the confirmation email. However, when my item was approved by Vestiaire and listed online, it was showing that I will have to pay £70 in fees. I contacted customer service via live chat and the guy (Luce) was incredibly rude saying that fees will be returned to me as a credit. I said that it was not mentioned anywhere and asked for the link to these rules, his reply was ‘this is the well known fact that we are only giving the voucher that you can spend on the website’ and disconnected from the chat. Then I contacted customer service via facebook and they told me that the free fee promotion ended a while ago and not applicable to my listing, when I send them screenshots confirmation that initially the promotion was applying to my listing they stopped replying.”

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Posted 4 years ago

“luxury website for mediocre customers. Buyers should be rated. No manners and trying to get luxury items for high street prices. It is a joke the fact you get offers... my review is more for the buyers. As a seller I have had a very good experience using Vestiaire....”

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Posted 4 years ago

“I sold an item 1,5 month ago and I am still waiting to get paid. Shipping status still states that it has not been delivered although the buyer already confirmed me a month ago that he received it well and was satisfied. I have been sending over 20 mails to the helpdesk but keep on getting the same ridiculous answers. This is a crook site even for sellers !!!”

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Posted 5 years ago

“Utterly disappointed with my recent purchase! I bought a bag that was listed as brand new without any defects stated in the description. When the bag arrived i noticed immediately there was a glue stain on the bag. Certainly I reported this as an issue and requested for the item to be returned. However Vestiaire Collective insisted that the request is not possible as it matches the description. I relooked at the original post and zoomed in to the pictures and I found the same glue stain on the bag! Obviously it was not caused by me and the defect was already present. I wonder how it got passed the control checks and I sent multiple emails to their customer service to re-visit this issue but there were no response at all! My request was simply ignored and was forced in a way to accept something that is defective when I expected the item to be brand new as listed!”

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Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 54%
Accurate And Undamaged Orders	Greater than 59%
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