Vestiaire Collective Reviews

Name: Vestiaire Collective
Rating: 1.57

1.6 Rating 1,103 Reviews

14 %

of reviewers recommend Vestiaire Collective

Company Reviews

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Metrics

1.6

Based on 1,103 reviews


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

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Vestiaire Collective 1 star review on 17th April 2024

Anonymous

Vestiaire Collective 1 star review on 16th April 2024

Anonymous

Vestiaire Collective 1 star review on 15th April 2024

Diana

Vestiaire Collective 1 star review on 5th April 2024

Anonymous

244

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bad company. Won’t accept returns and lie about it. Forget about refunds. You’ll probably want to return merchandise because it will not meet expectations. Rip off. Not sorry about it, but will say they are and tough luck on you.”

Helpful Report

Posted 1 month ago

“If I could I would give -1 not 1 to this company and to the customer service. I ordered a bag that never arrived, since then I have been contacting every day the customer support team with mails, only to get as an answer that when they have news they will let me know. In every mail I keep explaining my concerns to multiple representatives again and again. I ask for a refund but the company refuses to take any responsibility or liability and keeps repeating that I will be informed soon. This state of affairs is absolutely frustrating and negative, even the legal department refuses to speak to me and I really feel hopeless. Date of experience: March 17, 2024”

Helpful Report

Posted 1 month ago

“Impossible to leave no star which is what I would like to do. Joined. Made a single underbid on a 267 euro pair of shoes. Offer declined. 2 hours later got email saying my account was deactivated. Sought reason. Breached article 15 apparently which is a breach of terms abd conditions. Robotic customer service gave nothing further. So seller loses out on genuine bidder and I’m left feeling I’ve done something wrong. Stick to eBay and etsy. Avoid this shower of jokers.”

Helpful Report

Posted 1 month ago

“The worst customer service ever. They offer no complaints procedure. Muddled, messy and delayed communication. I’ve had too many issues to list here as a seller, their “expert” authentication team that can’t tell the difference between a genuine item and a fake on the most basic level. I will finally be taking all my listings down. No big surprise that they are going bust.”

Helpful Report

Posted 1 month ago

“WORST COMPANY EVER! Ran by a bunch of robots! They refuse to do what’s right and they allow fake items on their website and allow these same people to scam over and over again and do nothing about it but those who actually sell AUTHENTIC stuff gotta send in 85,000 pictures to get it listed a week or two later OR not listed at all! It’s unbelievable! And don’t even get me started on their customer service. Joke. THEY DONT CARE ABOUT YOU THEY JUST CARE ABOUT YOUR MONEY!!!”

Helpful Report

Posted 1 month ago

“Just awful experience and awful costumer service”

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Posted 1 month ago

“I sold my first item a couple of weeks ago, every smooth until the promise i would receive the payment within 5 working days…2 weeks later still no payment. My inquiry on this issue is only met with automated customer service replies asking for patience. With that, i was prompted to research the reviews and news about the company. Reviews are clear: lots of execution issues and poor customer service. News are more worrisome: they are not yet profitable, the business model is challenging (no one has managed to be profitable yet), and they are resorting to crowdfunding…the hallmarks of a failing company. People beware!”

Vestiaire Collective 1 star review on 11th March 2024

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Posted 1 month ago

“Customer service is unreachable after i posted my first item to sell, i tried to contact through the chat box but its been already 2 days and no response, even through email. Previously i get instant replies, but now customer service disappeared.”

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Posted 1 month ago

“The customer service is the worst!!”

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Posted 1 month ago

“Service was excellent . So happy with my bag . Delivered from HK to Australia with 7 days . Highly recommend Vestiaire”

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Posted 1 month ago

“I tried listing my Louis Vuitton handbags. The process was very cumbersome. And ended up they couldn't be listed. Tried listing my loewe handbag. Was told that after careful review of pictures they couldn't list them. Won't waste my time. Also these buyers keep getting me offers, when I accepted the offers, no purchase happens. Very time wasting.”

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Posted 1 month ago

“Simple yet reliable”

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Posted 1 month ago

“their customer service is appalling and they take no initiative to help you. a package i sent went missing whilst in transit and all they did was tell me to keep waiting and theres nothing they could do even though it was their shipping label. CS chat barely ever answers- it says 24/7 chat but i've been waiting for 3 hours for a response. the people who do, are rude, uninformed and just tell you to keep waiting. long story short- item got lost- then was delivered to recipient. the day its delivered, they cancel the order, refund the buyer and tell me that i need to wait while they investigate. the buyer confirmed she received it, and still no help. what is there to investigate? frauds.”

Helpful Report

Posted 1 month ago

“Customer service is terrible they say that they will resolve the issue in 48 hours they don't they are still working on it 3 weeks later. Resolve means solve. For some background I informed them that their tracking was not working. they said they can see the item is sent and will update but that did happen so they then cancelled the order and returned the buyers money. Now they keep saying that they need to get the money back from the buyer. they take so much commission its absurd they cant make good on their side of the contract. Do not use this app.”

Helpful Report

Posted 1 month ago

“The most appallingly deceitful and utterly useless platform and customer services I have ever come across. Clearly all the sellers who have been kicked off eBay. Vestiaire collective are complicit in the corruption and have no intention of assisting or answering questions.”

Helpful Report

Posted 1 month ago

“Stay away, I have purchased a lot on here! But from this summer Vestiaire service came to unuseful completelly.  Once I paid the order, I discovered another order with another items, another price and another cost of delivery, which was high increadibly on my Vestiaire account. Moreover, I did not receive this "fake" order, and, in the same way, I did not receive my order, which I really placed. I received no help from Vestiaire Support with this strange and abnormal situation, Vestiaire customer service did not explain anything as to why this happened, and I did not get a refund for this incorrect order that I never placed. All my billions of messages to Vestiaire support were ignored. Later, I myself discovered that this item, which I did not receive and for which I was charged, appeared again in the list of items on sale and from the same Seller! So, this item, which was not delivered, returned to the Seller and went on sale again. I notified Vestiaire support about this, but again, this information was also ignored. This seller is listed as a Trusted Vestiaire Seller!  Vestiaire customer service ignored all my requests, all my questions about my real order that I made, and all my messages asking me to look into the situation where my real order, confirmed by picts on my part, was replaced with a “fake” order that I never did and I never received. Losing money, a lot of nerves, a lot of stress - this is about Vestiaire Collective, how it works. I can attest to other customers' experiences, Vestiare's support is very poor. I don't recommend Vestiaire Collective longer. Honestly, stay away. It's very nice of me to give one star, they deserve zero stars! They don't care about good clients! Date of experience: August 08, 2023’”

Vestiaire Collective 1 star review on 2nd March 2024

Helpful Report

Posted 1 month ago

“Purchased Celine bag via VC from the seller in Australia. The seller anita23931433 is not longer responding online....! Be aware there are several there - Ivan, Anita, etc selling the same Celine Clasp Bag. It supposedly went through VC authentication centre in Hong Kong. It arrived with Chinese written label of some Chinese Certification agency. I attach the photos. What is that? I ordered VC authentication in France to certify it not some Chinese agency. The bag had no SN numbers, arrived without a Celine dust bag and a certificate and looked minty new which cannot be real since they stopped making them around 2018. I returned the bag to VC for a 2nd authentication. In a less than a day since recipt they came up with a verdict that bag “met standards of the brand” but did not confirm that it was the Celine bag which I bought. In other words they said that the bag was a good fake which is on par with some brand (not necessary Celine) standards but it was not Céline. I bought a specific bag which value assigns to Celine brand. I did not buy a bag which looks like Celine! What is the point of authentification if it approves contrefaits? Now I am given two options: 1) to receive the fake bag back and be forced to put it back on sale circulation, because I have to cover my losses or 2) VC will sell it for me and minus their commission. This means a 50% loss for me because I paid duties. And it means that VC enriches itself on sale of fakes! AND NOT JUST ONCE BUT MULTIPLE TIMES. Just think that B-corporation encourages circulation of fakes and enriches itself by commission! VC customer services rep Donah was not helpful today, just left me without resolving matter, not giving me the case number, no resolution. VC refused to provide with a copy of expertise. Since as I paid for their authentication and am I entitled to see their analysis and how the came up with the conclusions I have been VC client for over 6 years, sold and bought. I was such a supporter of VC and circular fashion. I am disappointed that VC encourages and makes money on sale of fakes, that authentication is unreliable. How can such a company go IPO? How can us customers rely on their authentication and the entire process? Vestiare Collective: You are seriously in breach of French and EU Law. If you read this I bought the bag relying on your on honest, professional authentication services. Since you have not met this I wish to receive a refund on the bag and fees which I paid for authentication + duty fees. The entire purchase. Ref. 39547189”

Helpful Report

Posted 1 month ago

“The entire shopping experience is a delight, clear communication, fast, up to date information.”

Helpful Report

Posted 1 month ago

“this has been the most ridiculous and worst experiences ever in my shopping experience. Want to really give zero or negative stars but I cannot and let me tell you why: The most ATROCIOUS customer service I have ever experienced/seen. Ordered a bag worth almost 700 euros. The bag was delivered and within 2 weeks the drawstring snaps because it was rotten and crumbling. I contact the seller and they were helpful trying to find a solution to send me a new drawstring free of cost but between all the back and forth messaging the 2 weeks return period ended. So the seller informed me they could not take the bag back, or offer me a discount for the drawstring, or send me a new drawstring because of Vestiaire’s policy. So I contact Vestiaire’s customer care to inform them that it is okay with me to share my address with the seller to send me a new drawstring or refund me so I can buy a new one. They said no. Some more back and forth with the seller (who btw was great at trying to find a way to help). I contact customer care again, and to my surprise someone is understanding of the situation and says they can offer me a full refund after they saw the state of the drawstring. I thought great. I get the shipping label from Vestiaire collective, ship the bag back just to my surprise the bag is being sent back to me, with no notification and reason why. When I got the email from DHL (not this company!) that a package from Vestiaire collective was coming in I contacted customer care asking why is it being returned? First agent says “item cannot be returned to us because it’s been past the two week refund policy and I confirm this is the reason why you are not refunded and the bag is sent back to you”. I respond by saying but this was an exception and YOUR customer agent informed me they will do that, pls check the system the messages are all there. Maybe 48 hours later, I get another message from a different agent. “It’s stated that the reason for return is because the colour of the bag doesn’t match the sellers description. our team checked the bag and everything matches the sellers description so we cannot refund you because the colour matches the description”. In my head I’m thinking is anyone even reading my messages and the issue here?! Absolutely not. So I message again clarifying that NO indeed I did not return the bag because of a colour mismatch I returned because the drawstring was faulty after two uses. A DIFFERENT agent, responds “regarding your case here is a link to track your item being returned to you”. Okay now I am sure no one is reading a single word I’m sending. So I ask YET AGAIN. And ANOTHER agent! “I’m going to resolve your issue once and for all, our team checked and item is compliant with description so it’s being returned to you. Rest assured you can re-list the item on here if you’d like.” At this point I gave up on trying to fix my issue so I asked where can I file a complaint? The agent says “im sorry but if item wasn’t complaint to description we can’t do anything, your feedback will help us” I ask again ok so where do I actually leave my complaint this isn’t even about you not refunding my bag or even trying to help this is about your customer service and your inability to care one ounce about your customers concerns. SUPRISE!! Another agent… “sorry as much as I want to help you my hands are tired with the Vestiaire policy”. Very obvious that you do not want feedback on your horrendous customer service nor do you want to try and help solve people’s concern. Might I add that, poor staff training is not on the customer. if your staff makes a mistake and makes a promise to your customer that they can not keep, you try to work out a solution with your customer. Not delay and completely ignore the issue and hope it goes away. I don’t know if anyone from Vestiaire will even read this or care to look into this issue. But I can surely say I will NEVER use nor recommend your company to anyone, and in fact will make sure to share my negative review because this is truly unacceptable as a company who claims to these values “We stand by our values: community, activism, transparency, dedication and greatness”. Absolutely zero transparency, dedication or greatness in my experience. Just avoid them, they really don’t care about you after they take your money.”

Helpful Report

Posted 1 month ago

“"I unequivocally do not endorse this company, neither as a buyer nor as a customer. The neglect of consumer rights is evident. To provide insight into my experience and the company's disregard for its buyers and customers, I am sharing a segment of my ongoing correspondence with their customer support. "Thank you for your response. I appreciate the opportunity to communicate with you, although I'm uncertain if my concerns were fully understood. Primarily, I seek clarification regarding the discrepancies found in my item. The decision to not approve it suggests a potential accusation of selling counterfeit goods. Hence, I kindly request detailed photographs of my item alongside the original, accompanied by an explanation of the discrepancies identified. Furthermore, I would like to address another inquiry that has been overlooked. I am curious as to how an item of the same model but in a different color, which I recently sold, passed the inspection without requesting an invoice from me. This raises concerns regarding the consistency and integrity of Vestiare's authentication process. Should my requests go unaddressed once more, and I am not provided with a signed confirmation of the authenticity concerns raised against my item, I must insist on the reimbursement of my item. Failing to do so would be an unlawful action to retain possession of it. Thank you for your attention to this matter. P.S. Please find attached a copy of the invoice for your reference." This is the answer - "I am sending this email on behalf of my colleague and I will be assisting you regarding on this concern. I am sorry to say that our experts confirmed that they are unable to provide some pictures of why your item did not met the brand criteria. In order to return your item to you, we request that you pay a fee for processing and re-shipment costs. Please transfer the fee using the details below, ensuring that the transfer description includes your item reference number and your full name as indicated on your Vestiaire Collective account." After numerous attempts, consisting of a multitude of emails, to obtain authentication from the purported 'expert team,' I have not only been consistently ignored but have now been compelled to retrieve my authentic item. The reliability and credibility of this company in any capacity are consequently called into question.”

Helpful Report

Posted 1 month ago

Vestiaire Collective is rated 1.6 based on 1,103 reviews