Name: Vestiaire Collective
Rating: 1.95

“I sold and posted a pair of Louboutin heels worn only once ( they were a size too small) and in mint condition, using the Vestiaire label and courier provided. The shoes were sold to a Vestiaire buyer for £300 and were delivered to a collection point given to/by Vestiaire (it’s provided on their courier label). once sent I received emails stating that the shoes had arrived at the collection point and the buyer had been notified to collect them. After 2 weeks the buyer still had not collected them so I contacted Vestiaire via an online chat “bot” but eventually chatted online to someone whom I think was a real person! I was informed in that chat exchange that my shoes would automatically be returned if the buyer did not pick them up after 2 weeks. I’ve made contact via chat and email with Vestiaire several time as it’s now been 5 weeks and my shoes haven’t been returned and they have not been collected from the collection point. It would now seem that for some reason the shoes cannot be located???? Vestiaire does not allow you to speak with them directly and everything is done through regular generic automated emails stating simply they are looking into the situation! I have emailed re a refund for my shoes or returning my shoes but they will not repairs to my request for a refund or shoes in return! Please be very aware of using this site as the security and insurance regarding the loss of your items may not be in place and you may be left out of pocket. I am still awaiting the return of my shoes or a refund but through this process have had no contact directly with a member of staff to ensure that I will get them back or a refund of the £300! They put pressure on you via emails to quickly get your goods sent out as the buyer is waiting etc but when it comes to taking care of customers and loss of expensive items they aren’t helpful or supportive and send generic emails to placate you. There are other sites out there where you can speak directly with customer service and care so my advice would be choose one of those before this company.”

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Posted 4 years ago

“Vestiaire has quite possibly the worst customer service. Communicating with them is frustrating and seer waste of time. Adios Vestiaire see you never”

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Posted 4 years ago

“Warning!!!! I bought a pair of boots that "trusted seller" Elena repainted !! ?? and all this went through their controll. Vestiaire does not answer at all and the seller is dishonest, says that she used regular brown cream and talks about new soles that cost 50 €. As if it helps me who paid about 150 € for amateur colored boots. Everyone should be ashamed !!!!”

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Posted 4 years ago

“V.C. does not appreciate the effort & time of its members. No matter how you try to get in touch with them, they keep ignoring any email. Help Center & the provided form is just to keep the members busy. I do warn the others, caus' once you sell or buy sth. expensive & you really need help: forget it.”

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Posted 4 years ago

“I would strongly advise not to buy anything on their site. Their authentication check-up is extremely poor. I bought a LV bag and when I received it, the condition was much worse than reflected in the pictures and described. The faults I discovered were not mentioned and neither shown in the pictures. Vestiaire took it back the for a second check and said it lived up to their standard accordingly to category. Then i wrote them back with pictures and the specific faults second time. The customer rep said they didn't check those specifics but just a standard check-up. I had 24 hours to decide if i wanted the bag back, or they would just relist the item for the purchase price and charge their usual commission. I am very frustrated as I feel I've been sold a product based on pictures that wasn't reflecting the real condition. Their customer service is poor and slow. So on top of the price paid for the bag, I paid for a quality check-up (as its part of the process when buying) that is extremely poor, plus shipping cost. And their suggestion is to relist the item on the price i bought the bag, using the same pictures so that a next buyer will be in the exact same situation as me. Plus they will charge me their standard commission. So in the end if I decided to accept any of the offers being made on the bag at this point, it will end up costing me equivalent to 150 gbp /1500 hkd and time for a product that i dont even have. So just money out of the window. After telling about my story, other people have told me lots of items on the platform are fake. So poor quality and authentication check-up really isn't trustworthy with them. Conclusion buy dont through them for second hand.”

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Posted 4 years ago

“bad bad bad don’t get involved. No information on their website so you don’t know why the deal is cancelled. please beware”

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Posted 4 years ago

“Been trying to get a refund for a delicate jumper I received that smelled of mould from quite a distance! I always pay for QC checking, they checked it twice and found it "conformed to the pictures"... duh! Now my only option is to relist, so that someone else can suffer the same fate (still losing the QC check, transport and custom fee money). Terrible customer service, the site is designed so you'll have a hard time talking to anyone, then those people just tell you they have terms and conditions to respect. There are always dodgy sellers on second hand website, but this terrible QC check gives you a false sense of security and they are quite incompetent (and apparently devoid of sense of smell).”

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Posted 4 years ago

“AVOID BUYING FROM THEM. THEY DON'T REFUND YOU ANYTHING IF THE SELLER LIES IN THE LISTING I bought a Chanel jacket on Vestiaire Collective. The pictures look amazing, only that when I received it I realized they missed all the defects of the item. Pictures are professionally taken and used careful lighting and deliberately the side of the jacket with defects. I sent them back, and they dared to say that it fits the description. If you think you are buying from a safe source with quality control, you think wrong, as they only care about selling as many as possible. Once it's out, it's out. Shameless company. I'm sure they will go bankrupt soon with more and more customers realizing this.”

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Posted 4 years ago

“This is a review based on all 4 transactions that I had with “Vestiaire” before I hit the delete button on them. All 4 transactions had their own set of issues big or small. My first attempt to purchase from Vestiaire was unsuccessful, because the third party seller did not disclose the accurate measurements and condition of the clothing to me. The Vestiaire’s authentication staff caught the seller issue early. They contacted me about their findings, received a “disapproval” decision from me, and terminated the transaction for me. Vestiaire received the authentication fee for doing their job correctly. Seems like a good honest platform to do buying and selling on, right? Well, wait for it….. My second attempt to purchase was successful. However, before Vestiaire were shipping my purchase out to me, they were supposed to send me an email regarding their findings, which they did not. They skipped the whole step of reporting their findings, and only emailed me about their shipment to me. I did not get to ask the authentication staff any questions or address my concerns. Luckily, the item matched the description from the third party seller, so the purchase was considered a success. Vestiaire got their authentication fee, even they did not contact me before shipping out my purchase. My third attempt to purchase, was fishy in 2 ways: (1) At the seller’s end of the table, seller responded to Vestiaire claiming the item is still available, so how come the seller did not send it to Vestiaire within the stated deadline? (2) With Vestiaire as the middleman, I contacted them about the progress of this transaction, one staff said the seller shipped it and it just arrived at Vestiaire, while on the same day, another staff said the seller told them the item is no longer available, so I will receive a refund. Only one of these 2 responses from Vestiaire could be truth, right? Long story short, I took the refund before things got so bad and so ugly in the next, the forth, and the final transaction. The forth attempt shown me as a buyer, all the DISHONEST and UGLY aspects of VESTIAIRE as a platform for buying and selling vintage clothings. In fact, because of their authentication process, buyers get a false sense of security thinking it is “safe” to shop at Vestiaire. Well, HELL NO ! First off, the third party seller description stated the item was “never worn”, “excellent condition”, “perfect without any flaws” (see photo attached). Then the photos of the item were not being displayed “flat”, which makes it hard for the buyer to check the item properly (see photos attached). Seller was hoping the buyer would just take her words for the condition and click the buy button. I purchased the item, it was shipped to Vestiaire for authentication, but this item is “full of damages” and VESTIAIRE’S AUTHENTICATION STAFF DID NOTHING (the staff’s name is Diane). Please see all the attached photos for yourself. There are damages to the jacket’s all 3 front closures in one way or another, with some parts completely missing, and “pills” are everywhere inside the jacket, an indication that “never worn” is a complete lie. I have requested Vestiaire for the refund of the authentication fee that they do not deserve, and $30 for the parts and labor cost to fix and dry clean the jacket and make it wearable again, a total of $50. Vestiaire did not approve my extremely reasonable request to make things right. Since then I have deleted everything Vestiaire, including their “customer / user unfriendly app”. They really made it super difficult, confusing, and extremely time consuming before any customer could gain a clear pathway just to contact the customer support with problems / issues. If you are a buyer or a collector (just like me) of vintage clothings, please avoid major stress in life by steering clear away from Vestiaire. I have had far better lucky on eBay using PayPal as my payment method.”

Vestiaire Collective 1 star review on 30th November 2021

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Posted 4 years ago

“What on earth is going on with these people? A week ago they accepted my Isabel Marant jeans but few days later i went away and had to remove it. When i got back uploaded it again and this time it was rejected! They weren’t sure about authentity. Same item!!!”

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Posted 4 years ago

“5 weeks has passed since my item was supposed to be delivered and it hasn’t yet arrived. The customer service is beyond appalling. In order to open an investigation that my item hasn’t been delivered, bearing in mind they have told me it hasn’t been delivered as per the tracking information, I have to submit a hand wrote letter as well as share my personal ID. The whole company is a joke. The reviews are terrible. Absolutely disgusting. Avoid this service and website.”

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Posted 4 years ago

“The most incompetent customer service team EVER! As a seller, the platform will never ever be on your side, and you will be left begging for your own money to be transferred to you. I have sent the purchased item the next day after the purchase (on the 30th of September) via Direct Shipping. A. Hermes delivery lost the package for 4 days. B. It was delivered to a drop off location on the 8th and has been there ever since. (it is the 22nd now) C. The buyer has been notified multiple times to collect the item (ONLY after I asked Vestiaire to, cos they don’t do anything themselves) D. I have now been contacting customer service for two weeks, with no resolution, no support, absolutely no accountability while the platform is still keeping and claiming MY MONEY. The package has not been accounted for almost a month! It can literally be anywhere, in a puddle somewhere, getting stomped on, in a bin and yet SOMEHOW Vestiaire claims that it is still my responsibility and when or rather IF the customer collects it and something is wrong with it, it's my responsibility and I will not get paid for it! (It was a brand new item by the way, with all the tags, hygiene stickers, labels and a dust bag)!!! That is absolutely disgusting service, impossible to get. in touch with, they refuse to give me a contact email for a manager or a team leader and just say "it is what it is". DO NOT USE THIS PLATFORM IF YOU DO NOT WANT TO LOSE YOUR MONEY.”

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Posted 4 years ago

“Most horrible service. Please do not use them. All of the reviews below are completely accurate. The customer service is a joke. If only I could post my email chains on this site - my item has been missing for a month now and they keep telling me to call Hermes (the courier) even though they know very well you cannot speak to Hermes. They keep saying “I will personally follow your order and get back to you in 7 days” and guess what- they don’t get back to you. This company is a joke. I recommend to buy and sell elsewhere.”

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Posted 4 years ago

“Did not receive full refund: I purchased a Chanel pin for $460 that didn’t pass VC inspection. They only refunded me $419 claiming I do not get refunded for fees! Total BS! I’ve had purchases before that didn’t pass and this is the first time they’ve kept my $! I will never buy from this site again!”

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Posted 4 years ago

“I sent them three items which they accepted immediately. When they didn't sell, Vestiaire kept recommending I lower the price. I did that and then decided I would rather get them back and give them away. I can't get Vestiaire to return them. Email upon email has yielded no results. It's incredibly frustrating.”

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Posted 4 years ago

“I never received my order. It is the worst eshop I have ever seen. They shipped my order with a carrier that they chose and it was lost. afterwords I told them that I didn’t receive my order and they told me that they would investigate this case .after three weeks investigation I haven’t been refunded yet .they hold my money and tell me every three days that they need more days to find out what happened. They knew from the beginning that I didn’t receive my order but they just delay the refund Because they want to keep my money it’s so simple they are fraud.”

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Posted 4 years ago

“Their verification team is a joke. Tried listing 2 bags from LV which were bought MYSELF directly from flagship stores. Provided them with all photos, receipts, tags etc. Then got refused cause they were not able to confirm authenticity. Like, why? You had all details, everything was right there. Who are you employing to do these verification? Trained monkeys?”

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Posted 4 years ago

“I have had a sold item sitting waiting to be collected /paid for for 7 days and no help or response from my attempts to reach vestiare- useless customer service DONT USE”

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Posted 4 years ago

“Sold an authentic Chanel jacket in excellent condition. My listing had over 10 photos detailing the inside and outside of the jacket. I shipped the item right away to VC. I just received an email from them stating they are canceling the order because they could not verify authenticity and I must pay 12 Euros to get my $3K jacket back plus bank transfer fees! Wow! What a racket! Why didn’t they contact me first before canceling the sale. I emailed them (their customer contact info is so hard to locate on the site) with proof that my Chanel jacket is authentic including photos from the Chanel catalog showing the serial number, buttons etc on the catalog matches the details on my Chanel jacket. I am so angry. What a rip-off site. They are in the wrong here. Their authenticator is an amateur and should be fired. I will not back down because I know I am right. My Chanel jacket is authentic.”

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Posted 4 years ago

“Will NEVER sell on VC again. I have tried to sell 6 items on VC and with TWO of them I had an issue. The other one was a Gucci handbag bought by myself directly from Gucci store and the listing was been refused. The other case were my Dolce & Gabbana shoes which were sold. Still the buyer could return them. No explanation to me why the return was possible. Again, the shoes were bought by me directly from store and in impeccable condition (many pics were attached). I mean, my experience with this place had been Beyond bad. I contacted the customer service (ie chat, no possibility to call) and there was this annoyingly polite but oh so ignorant SA who repeated that my issue is been taking care of. The only thing I got was this: rest assure, our IT team (what??!!) will take a good look on this. In the other place it was their Management and legal department that was taking care of my issue. Rest assure. O-M-G!!!! Pretty speechless after my experience. How to fight against the System??”

Helpful Report

Posted 4 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