Name: Vestiaire Collective
Rating: 1.95

“I ordered a bag that came with 2 straps and it arrived with only 1. The bag was listed as being in excellent condition and arrived looking like someone had taken a butter knife to the front of the bag. I ordered a bag in the medium size and when it arrived it was quite clearly the small size.They should really have easier access the customer service and make their website easier to navigate to help resources.”

Helpful Report

Posted 6 years ago

“ABSOLUTELY THE WORST ONLINE SHOPPING SITE EVER!! PLEASE READ ALL THE REVIEWS FROM THIS COMPANY HUNDREDS OF HORRIBLE EXPERIENCES WITH THIS COMPANY I HAPPEN TO BE ONE OF THEM!! It's been going on a month and they still won't refund my money due to seller not sending item. All they offer is drone responses and emails. And according to all the other reviews I read this company needs to be reported to the better business bureau and be shut down!”

Helpful Report

Posted 6 years ago

“I used to buy from vestiare collective until I faced my first problem. I bought a bag but the delivery company could not give me the parcel as the address was incorrect because a missprint of Vestiaire Collective and they returned it to Vestiare Collective. After 3 months still fighting with them to get my money back, basically 600€, quite a lot. Terrible Customer Service and no solution at this point. No bag and no money, I feel cheated. I wont recommend it to anyone. Save your money. Buy cheap, you pay dear”

Helpful Report

Posted 6 years ago

“Try cancelling an order a few minutes after you make it. Not possible. I spent 45 minutes waiting for support. Support basically said "sorry, can't help". Emails are 72 hour response. Phone calls will be disconnected with a message that reads "we can't help". Their claim - you ordered from an individual seller. "you have to contact that seller." How? "You have to leave comments on the web page for the item you purchased. Maybe they will see it and maybe they will cancel the order." In simple terms, do not expect any customer support or help from them. Avoid this web site and look other places. They are information down only and do not invite or want customer feedback. If it takes writing on reviews.io to get feedback, than something is fundamentally wrong with this website.”

Helpful Report

Posted 6 years ago

“If I could give 0 I would! Awful seller experience! They can’t authenticate real item from fake. They started to charge buyers extra authenticate fees a few months ago but have no real expert, real Chanel expert can spot a real Chanel label and their tweed quality easily!!!!! I send an 200% authentic guaranteed Chanel jacket to them and they cannot authenticate it, so I sent a screenshot of billing info to them, and also requested them to have this jacket authenticate by any Chanel boutique or trusted third party authentication. WHY don’t you have it authenticate somewhere else?? You have no real experts at your team. If you have no guilt, why not authenticate by Chanel or trusted 3rd party first???? This makes me so mad. Once I get my item back. I will have Chanel boutique authenticate my item, Chanel won’t accept fake item for alterations!!! And I will also have third party authenticate it, by then I will have enough paperwork from real experts and authorities to sue you by stating my item it’s fake!!! I will also report to Better Business Bureau. This is what they sent me: Your item Manteau Chanel ref: 3772440 has been checked by our team of experts. Unfortunately, they were not able to confirm its authenticity due to the following reasons: Finitions noncompliant Label noncompliant As stated in our Terms and Conditions of sale, since this item does not match the quality standards set by the brand, we will return this item to you upon receipt of a $12 cheque to cover the costs of shipping. Please send your payment to the following address: Vestiaire Collective - SRM 33 boulevard Général Martial Valin 75015 Paris France Please note that we will store your item at our Head Office for a period of 6 months from the date it was declared non compliant. After this date your item will be disposed of. Now not only I lost the time and money. It’s so crazy long to even get my item back! I will not selling my items on VC any more!!!! Sellers please stay far away from this disgusting platform cost you arms and legs of selling fees!!!!!! Please click all the bad reviews here, I am glad I am not the only one have the same awful experience!!!! Stay far away from them if you don’t want headaches!!! Sellers boycott this monopoly shady business! 35% selling fees!!!!!”

Helpful Report

Posted 6 years ago

“BUYERS BEWARE - what a horrible experience with this company. They have the worst customer service. I haven't experienced anything this bad from a company. They are quick to take your money for a purchase and for my particular item it was listed as 'EXPRESS' to be shipped within 2 business days. It has been 12 business days and not one reply to an email - their customer service consultants all say the same thing, "your matter has been escalated" and nothing happens. It is appalling. The first and last time I will ever buy from this website. I am still waiting on an answer as to where my item is!”

Helpful Report

Posted 6 years ago

“They sent me a fake blazer/jacket screwed up in a small cardboard box with ripped lining and dirty sleeves. They told me to send it back which I did 1 week ago. They now ignore me.... I guess I lost 200 euros.”

Helpful Report

Posted 6 years ago

“I would not recommend this to anyone - the fees are exorbitant, the customer service terrible (I used to work in customer service for 5+ years, and I wouldn't know anyone who wrote such rude emails) and chances are you won't receive your garment for weeks. They will only cancel and refund your order if the seller doesn't send it for an entire month! They post discount codes to entice customers, but the codes don't work and then they refuse to honour them.”

Helpful Report

Posted 6 years ago

“We bought a bag from Vestiaire for our client as we are a personal shopping small company, we source items for clients. before buying the bag we communicated with the seller through the comment section, the seller was responding immediately as soon we made the purchase he stopped writing back and he did not send the bag, we are under pressure from our client to get the bag as she is gifting it. we contacted Vestiare to ask to send the bag or inform us if the bag is not for sale anymore. All what Vestiare were doing is to tel us there is no refund or cancellation before 30 days from the purchse date. It does not make sense, the seller did not send the bag so he did not receive the money, neither any fees spent, so why Vestiaire keep the money for 30 days. We asked to call the seller, they said no we cannot as we can only email him, what is the point is emailing if he did not respond to the first email saying his bag was sold? horrible service, not recommended unless it is your last option. My advise”

Helpful Report

Posted 6 years ago

“Please Don't Trust Them I bought a very expensive bag in 'Very Good Condition' but when it arrived, it was clearly damaged and in a poor condition. I did get a refund in the end but I had to be very persistent. Vestiaire Collective then re-listed the same bag for a higher price than I had originally paid. I couldn't believe it! I tried to leave comments about this on the re-listed page but Vestiarie keeps deleting my posts. Don't trust them. Here is the item number, take a look for yourself, it's still for sale. 5050033”

Helpful Report

Posted 6 years ago

“Do not order from them! They do not check the items correctly and they do not take any responsibility for not checking. I ordered a Moncler puffer from there. On the description was stated: 'vintage: no' 'very good condition' I recieved the puffer did make me suspicious about its authenticity and I made a research on the authenticity of Moncler items. I did not do this before ordering before I trusted them to do that for me. All the details (zipper, logo, ID/number) of the item i recieved did not comply with the descriptions on the expert sites online, nor did the ID-code comply with the online authenticity scanning system of the Moncler company itself. But there is an other issue: There was a metal part missing, on the drawstring of the hood. This was not described by the seller. So, they did not check with the description. Is this not what Vestiare Collective stands for? I told them, and they wanted to have a second examination of the coat. The result of the second examination was: -''This model is a vintage Moncler Puffer in very good condition for a second hand article. The certilogo did not exist at the time this model was produced.''. [Description by the seller: 'vintage: no']. About the missing metal part they just said: ''We regret that this element is missing and would like to propose a 15 euro voucher to address this anomaly. '' I did not accept the voucher, as I wanted my money back. What they did was, they send it back to me and let me know that I can relist it if i like.”

Helpful Report

Posted 6 years ago

“I FOOLISHLY PURCHASED SOME ITEMS OF FINE JEWELRY FROM VC. NEEDLESS TO SAY - NOT ONE ITEM MADE IT HERE AS IT SHOULD. SO FAR, TWO ARE MISSING IN TRANSIT. ONE - DHL CLAIMS TO HAVE DELIVERED WHICH IS AN IMPOSSIBILITY AS I HAVE BEEN HOME ILL FOR THE LAST 3 WEEKS. BUYER BEWARE. THEY ALSO CHARGE VAT ON USED ITEMS WHICH IS NOT THE USUAL WAY OF DOING BUSINESS. I KNOW THIS AS I HAVE BEEN PURCHASING JEWELRY FROM OVERSEAS FOR DECADES. THEY ALSO MAKE NO EFFORT TO REFUND YOUR MONEY. IF I DO NOT RECEIVE THE GOODS - WHICH DHL CLAIMS THEY DELIVERED - I SHALL HAVE TO CONTACT MY BANK AND PLACE THE ITEMS IN DISPUTE. AT LEAST THAT WAY THE MONEY WILL BE FROZEN AND, HOPEFULLY, RESOLVED IN MY FAVOR. DO NOT PURCHASE A THING FROM THEM.”

Helpful Report

Posted 6 years ago

“Dear all, I will never ever use this application. I have sent chanel watch for 12 000€. And TNT company deivered to the place on 21th of December at lunch. AND TILL NOW I DONT HAVE ANY INFORMATIPN WHERE IS MY WATCH!!! They just write me that they try to investigate. I have prove of delivery. Im sorry, but its not about 100€. Even not about 1000€. Its 12 000€ !!!! I can understand holidays etc. But!!! Is have past 9!!!working days. Is it normal? I dont have watch, i dont have money. 100% i will sue to that company. But Its very nervous, I will need to pay to my layer. I am a huge buyer, and i will make an amazing BAD rewier for that site, if you dont find the watch and give my money.”

Helpful Report

Posted 6 years ago

“Avoid Vestiaire Collective at all costs. As the vast majority of reviews suggest, the company only stands behinds it sellers, and cares nothing for customer service or satisfaction. I ordered a Ghurka duffel bag from a private seller on December 14, 2018. When the bag arrived, it very obviously did not match the seller's description or pictures. The seller described the bag as "Tan GHURKA Canvas Cavalier II No. 97 Twill Duffel Bag. Leather trimmed zip top bag with gold-tone hardware" and described the cloth as "beige." The bag I received has very bright, tangerine orange leather trim, nowhere in the listing was the color orange mentioned, and the photos of the listing had been manipulated in such a way as to make the leather appear to be the more traditional and common Ghurka tan. I do not like orange, and would not have purchased the bag if I had any suspicion that the leather was orange. I contacted Vestiaire customer service through their website on 12/25 about the discrepancy in the listing. I received no response (Vestiaire disputes this. They claim to have responded on Dec. 26th. There is no message from them in any folder in my email, spam, trash, or otherwise. Oddly enough, all of their later emails came through with no issue, including a satisfaction survey they will obviously ignore, judging by all the reviews). I contacted them again via email on 12/28, and when they finally responded on 12/29, the only option they offered me to resolve the situation was to re-list the bag for sale with them (which includes a "small handling fee" I would be charged for that great honor, should the item eventually sell). Essentially, I am stuck with an expensive, but ugly, duffel bag that I will never use, all because that Vestiaire Collective does not stand behind the integrity of their listings, and allows dishonest sellers to describe an item in any way they please, no matter how untruthful or misleading. No one with any degree of English literacy would think think "tan" or "beige" describes bright orange, but apparently the quality and authenticity "experts" at Vestiaire Collective, who were supposed to have inspected the item for compliance prior to shipping, would disagree. Long story short. DO NOT BUY THROUGH VESTIAIRE COLLECTIVE! Even if an item is blatantly not as described, they will not allow returns of items purchased from private sellers through their web service. No matter the condition or description, Vestiaire Collective does not value its customers enough to correct those situations in a meaningful manner, and the overwhelming number of bad reviews are a testament to their nonchalant customer service attitude. Believe the bad reviews.”

Helpful Report

Posted 6 years ago

“Will never buy from this place. I order an item, but seller never since item in for QC. Vestiaire wanted me to keep messaging seller, while they only send out one email. Seller never replied. My issue with Vestiaire on they customer service is really bad. And they have a policy that you have to wait 30 day from purchase for either seller send in item or transaction is cancelled. And then wait another 3-7 days for refund. Needless to I will not shop on here no more”

Helpful Report

Posted 7 years ago

“Avoid the seller JDParis Avoid the seller JDParis I've ordered a jacket from the "trusted" seller JDParis - yes I am writing so you can avoid her!!!! which she never sent to VC (perhaps she realised it was not going to pass their condition evaluation?, who knows?) After a week I asked her: have you sent the jacket? She answers "of course I did, please don't bother me". Well after another week I called VC where they told me her tracking code was never activated which means she LIED to me. What should a decent company do? Cancel it immediately. VC keeps our money up to 30 days and keep calling their sellers "trustful"... Run away from VC as fast as you can, Rebelle is way better.”

Helpful Report

Posted 7 years ago

“This company has no way of cancelling items ordered in error and their customer services just cut & pastes platitudes when you try to complain. No way of escalating a complaint - you are completely at their mercy. Avoid at all costs.”

Helpful Report

Posted 7 years ago

“I have just signed up to Trustpilot only to leave this review. I have never been compelled to leave a negative review on a site like this until my experience with Vestiaire. Last Christmas I bought a pair of cufflinks for my partner. The item never arrived. After numerous calls I was assured someone would get back to me within 3 days. After not hearing anything from them and calling another several times I was told they would now get back to me within 30 days and that every time I called I would be put to the back of the queue! ...Talk about tying a customer's hands behind their back!! I took it upon myself to contact the postal service in France and was told that Vestiaire had not put enough postage on the item and it was being held at their local post office. I called Vestiaire to tell them this and ask them to increase the postage (the French post office were unable to accept payment from me, only the sender). I was told that I was again at the back of the queue and they would contact them within a month. I said that they weren't able to hold it for that long and that I wouldn't receive the gift before Christmas. After not hearing anything back I asked for the postal service to track the package and they said it was no longer on their system. i requested a refund from Vestiaire and was told I wouldn't receive it until the case had been investigated. Still nothing. I only received a refund when I had to get Payal legal team involved. After having to resort to messaging via Instagram I was offered a 50 euro gesture to cover my calls to them. Almost a year later I still haven't received it. I have recently been back in touch with them about it and was told their accounting team would be in touch within 3 days. 2 weeks later and still nothing. No response to my follow-up email. I am having to now leave 'comments' on instagram in the hope it will get their attention. I have never in my life had such bad customer service.”

Helpful Report

Posted 7 years ago

“Very poor customer service. I live in the US and purchased for the first time. The item was from a US seller, but after purchasing and waiting 14 days, the seller had not shipped. So I looked at the seller profile and realized she had listed two items in 2014 and there has been no activity before that and since 2016 (questions about the items in 2016). Other sites I buy and sell on check with sellers who have been inactive or whose listings remain with no activity so that buyers do not tie up money for items no longer available. You now tell me I have to wait 30 days and if you have not recieved the item by then I will have my money returned within 48 hours. You have really bad reviews. I am shocked at how many but not surprised.”

Helpful Report

Posted 7 years ago

“Please please please AVOID this awful company !!!! Not worthy of 1 star but no option for zero stars. They sold my limited edition Louis Vuitton bag for £200 less than it was listed for without my consent. As a result I asked them to return 3 other LV bags I had listed with them. They stuffed all 3 into a plastic bag and then a flimsy cardboard box with absolutely NO packaging, inside or outside any of the bags. They had been listed by them as in "very good condition". The state of them when I got them back was shocking - I cried! They look like they've been run over. I sent them photos, shipping tickets, everything but all they did was offer me £100 off my next order - as if! They currently have a pair of Gucci shoes and a leather top of mine but I am too scared to ask for them back as they will arrive similarly battered or more likely be "lost". Absolutely outrageous behaviour. They are registered in France so court action is a last resort but I am seriously considering it.”

Helpful Report

Posted 7 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