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Vestiaire Collective Reviews

1.5 Rating 1,437 Reviews
12 %
of reviewers recommend Vestiaire Collective
Company Reviews Questions Metrics
1.5
Based on 1,437 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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Geert
Unverified Reviewer
“You are now using Royal Mail Tracked 48, well, it is the 2nd time this month that their tracking stopped working, an item was sent this morning but it doesn't update as the Royal Mail website is down, I emailed with the very simple request and proof from the Royal Mail that the item was picked up, as a response this muppet sends me this: " Simon T (Support Vestiaire Collective) 20 Oct 2023, 16:57 CEST Dear Geert , Firstly, I'm really sorry to hear your parcel has not yet been delivered. After double-checking the tracking information on the carrier's website, it seems that the shipment has been blocked / the package has been marked as delivered but has not been received. So that we can open an investigation with the carrier to locate your parcel, please reply to this email and include the following: A photo or copy of your official ID A screenshot or photo of the postmarked proof of delivery As soon as we receive those documents from you we will open an investigation with the carrier for your missing ITEM and will keep you regularly updated as the investigation progresses. I do apologize for this inconvenience, and in the meantime if you need anything else please don't hesitate to ask. I'll look forward to hearing from you! Best whises, simon for vestiaire collective" Additionally I can't reply to that email address. It is nice that Simon didn't even bother to read, and that obviously he lied through his teeth, which seems to be what your customer support is trained in. On top of it, if you are on a Mac, the website does not work on Firefox, you can't even see your account details, and no, I am NOT EVER going to use the App of a company that is so hopeless, firstly I don't enjoy looking at items on a tiny smartphone screen when I can do it on a computer, 2nd your customer support and IT is so absolutely below par (you must be paying them in bananas) that I am really not putting an app from such a company on any of my devices. You cut corners basically all the time. Now my item number is 11997141 On the parcel tracking app it shows as this https://parcelsapp.com/en/tracking/ZF881943812GB Clearly picked up! You having a Simon Spambot who doesn't even read and then asks me to send him something again, including my ID, when this was NOT even the question and using an eMail I can't even reply to. Are you serious? This is way way beyond a joke, that is criminal”
Helpful Report
Posted 2 years ago
Alisha
Verified Reviewer
“Something is always wrong, you get random chat bans even if you have done nothing wrong, apparently a flaw in the system, customer service next to useless as you get auto replies as nobody can be bothered to read, you get spammed to death by them, trying to get you to lower your price to ridiculously low, everything so they can charge their commission, they annoy you to death making you confirm the item availability, which then often also has a system problem. You buy an item through Vestiaire, it gets checked by their verification team, you receive the item, it still has their tag on, you decide it is not for you (size or color wrong) and you resell, the same item they verified then doesn't pass authentication? So was the person who did the authentication I paid for blind or clueless? Their latest thing is that they tell you that your payment is scheduled, but they fail to make the payment, it used to be instantly when the sale was completed the next day, and due to me using PayPal I also received the money pretty instantly. Now: Sale complete On October 18, 2023 Payment scheduled The amount will be visible on your account within 3-6 working days. 2 days after the sale has completed it is apparently scheduled but nobody bothered to process the payment. Will I ever see my money or will it remain forever scheduled, but still in the pocket of Vestiaire?”
Helpful Report
Posted 2 years ago
Mirjam
Verified Reviewer
“What a terrible customer service Vestiaire Collective have. Their algorithms bans you for no reason from the chat which is a very frustrating process to get your ban lifted. After writing numerous messages, and only receiving standard replies with promises, it took them almost a month to lift my ban. Unfortunately, after 1 day they banned me again for no reason. They just don't want you to communicate with other customers. Fed up and I am going to try other platforms as there are so many on the market. VC is not worth your time and efforts compared to the frustration and aggravation it gives you.”
Helpful Report
Posted 2 years ago
Natasha Bloom
Verified Reviewer
“Terrible and incoherent customer service and completely incompetant. I sold a belt that I had bought from the CELINE store on Bond Street. Provided all the authentication, including card, serial number, original receipt (with my details on it) and all the original packaging and I got a generic email back to say it had failed authentication and I needed to pay £15 to get it back. No further explanation. Their chat service is a joke and they take forever to reply. I want my money back and I'm never using this useless app again.”
Helpful Report
Posted 2 years ago
Felipe Okano
Verified Reviewer
“This company isnt serious. Terrible Customer service, I have reached out to them several times to advise that I wanted to cancel my purchase as they have sent an item way later than its first expected arrival. I traveled and left the country, and only after I left the country they advised this item had been delivered. Even though I was no longer in the country and asked a few times to their team to cancel my purchase. Then I asked for a refund and it has been denied from Vestiaire. I am feeling disrespected and scammed.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“I’m sooo angry! I purchased a Chanel handbag. Prior to the purchase, I asked the seller which photos accurately depicted the color of the bag. They lied! Also, once the bag arrived at Vestaire I was notified that there was wear on the bag not depicted in the photos the seller posted. I should have just canceled the transaction then but the Vestaire employee said something to the effect that the bag was well priced and this new discovery would not affect the price I’m paying. Red flag! The bag arrived and it was nothing like the photos. I objected and was overruled by Vestaire. Seller must be in the good graces of this horrible site. I sent the handbag back to Vestaire as I didn’t want it since it was not depicted properly in the photos. They posted it for sale at a price I had not authorized!!! Then it was shown that it sold! It had not. They sent this stupid handbag back to me and were AWFUL to deal with. Wish I would have looked at these reviews before I purchased this handbag. Buyer Beware!”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Terrible customer service. Used for the first time to buy an item. The item didn’t fit so I relisted it the day after and sold it The new buyer raised a issue and photographed a mark that wasn’t on there when sold (I had the item for 24hrs) and now they’ve been issued a refund and item being sent back to me damaged so I can’t resell for same value and out of pocket. The customer service chat then just stopped responding when I said I wanted a refund as well from the original buyer for same reason then. Won’t be using again to buy or sell what a shoddy practice. They don’t even deserve one star”
Helpful Report
Posted 2 years ago
G
Unverified Reviewer
“The worst customer service I ever came across . Unprofessionalism of their customer service is overwhelming. They do not know their own polices , when lie when you point them at their own mistakes .”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Listed an item and was rightfully accepted but I put the wrong sale price in. So listed it again with the right sale price REFUSED! I’ve just listed it again as I know it’s authentic but it seems that Vestiaire can’t do a competent authentication of your items. Therefore probably letting counterfeit items slip through. I would be ware of this site and use Grailed. A truly all round better site”
Helpful Report
Posted 2 years ago
Irina Vlad
Verified Reviewer
“I purchased a Chanel bracelet in September 2023. It was listed in ‘very good condition’. Open receiving the item, it was clearly damaged and not in said condition. After almost 60 emails from them, mostly with different people, filing damage claim with FedEx submitting complaint with BBB, they relisted the item with the original description and pics! Total false advertisement AND I have pictures showing the damage! They claim they filed a claim with FedEx, which they did not (according to FedEx) and they did not declare the value when they shipped it (according to FedEx). Complete nightmare and incompetent company and people. They now have the bracelet and continue to mislead customers with the previous listing.”
Helpful Report
Posted 2 years ago
Filipe
Unverified Reviewer
“i have written here reviews for vestiaire collective in the past. they copy-paste their answer here saying they are investigating and trying to fix the issue: it's a total lie. they do absolutely nothing afterwards, they don't care!! I will edit/update this review in one week to let you know if they did something. i will add screenshots soon too. I have sold 2 items recently . one of them (32352636) was sold and the item went though the authentication process and it was considered authentic and all ok and it was sent to the buyer. the buyer then might have said the item was not authentic or something and vestiaire contacted me to say the buyer raised a concern and that they had re-inspected the item and it was considered on a 2nd check not authentic. I complained and said the item was authentic and have sent proof of purchase and told them i would expose this shameful situation online. they decided to ship the item back to me . the item was sent back from hong kong ! this means the item was never inspected a second time ! furthermore, i had to pay 50eur for the item get out of the customs . the item that i never actually sold i had to pay 50 eur to have it back ! 3 weeks after one other item (34664227) i sold is being returned from the buyer for no reason. the buyer was based in USA and the item then was stored in the New York warehouse. no one asked me if i wanted the item back (of course it's cheaper for them to not ship)! i have told them i wanted my item back but to send it to their warehouse in france first and then to me in order to not get caught in customs as i can't recover the item without paying high taxes. they have sent the item from US directly to me and say that i need to pay the taxes. this is absolutely a bad practice: buyers and sellers do not handle shipping, this is an entire responsibility from vestiaire collective. buyers pay expensive shipping costs and sellers have high fees deducted from their sales. VC is the only DHL client here and should fix this. I am absolutely annoyed with this: why should i pay to have an item returned back to me that was unsold. I list an item on VC and I basically lose money for that. Avoid it and use the many other platforms that are over there !”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Wost platform ever to sell!!!! I sold an authentic bag that I got from Ssense, a reputable designer store. I did not have the receipt but all the tags were still on the bag with the original packaging from Ssense. They allowed me to list it and sell it. I shipped it to their New York warehouse for “authentication” and they then asked me for a receipt and cancelled my sale. I now have to pay 15 euro to hopefully get my bag back. Why did they allow me to list my bag when they reviewed the listing they knew I did not have the receipt! How can they not authenticate a bag without a receipt.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“HORRIBLE! A WASTE OF PRECIOUS HARD EARNED DOLLARS! Purchased a Gucci Jackie bag in "very good condition" and received a bag that I would not wish on my worst enemy, rife with strong mildew odor and permanent folds, old fabric... pursued a refund as per their "expert review" policy and they REFUSED to honor it, claiming the bag was in good condition after all, then forced me to list on my site, and sell to some other unsuspecting customer! No thanks! Last time with VC, what a SHAM!! Wish I were the only one but check the internet, this is their REGULAR PRACTICE: FRAUD. Reporting to the Federal Trade Commission tomorrow!”
Helpful Report
Posted 2 years ago
Pratik
Verified Reviewer
“Just got scammed on here selling a watch. Customer service is incompetent and only available on chat and are just not helpful”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“AWFUL CUSTOMER SERVICE AWFUL PLATFORM Awful customer service, no control of listings descriptions. Awful platform. I will never buy there again. - I would like to add that I usually don’t write bad reviews but I would like to express my dissatisfaction with Vestiaire as a brand new buyer. I tried the platform first as a buyer to see how well their customer service and platform was. In my mind if the orders went well I would consider them to sell hundreds of designer articles that I have in my closet ( many new) Thank god that I didn’t do it because the experience I had with my purchase was one of the worst experiences ever. Their customer service did not care about the issue nor tried to understand it. And they simply ignored my requests. If you choose to authenticate an item using their methods beware because even if the item is authentic and the description of the item is accurate if they choose they will cancel the order for any other reason other than been authentic (which is the whole purpose to send to authenticate). In my case I bought a designer item that was sold but sold out in Farfetch and is currently in their website. I found it in Vestiaire. The description was accurate by the seller, the item was validated as authentic yet my purchase was never received and sent back to the seller who was also in shock of the whole situation as to why it happened( the seller got a strike for the return for no reason since the seller had the correct description and the item was authentic) so BEWARE SELLERS !! This could happen to you ( I feel bad for the seller since I am a witness that she did everything right. Therefore the authentification is not for the customer’s peace of mind at all, it served as an extra layer for them to decide for both the seller and the customer based in their wrong algorithms and bad information. They have several of the same items that I purchased listed still in their site ( I wonder if the people who’ll buy these items will go through the nightmare that both the seller and I went through trying to get someone to understand what was happening). If Vestaire’s processes or algorithms are wrong, uff!!! good luck trying to get a person there to fix it. It is impossible. They will not examine individual cases even if is their own platform’s (algorithm)fault or issues. BEWARE SELLERS AND BUYERS. This is not a company that has the capacity to deal with listings. They overlook listings and customer service won’t study individual cases to see where the problem was. This is a big RED FLAG when you have algorithms that are wrong and you don’t have competent customer service to actually look at the problems. They will only use standardized messages like the one below to act like they care but they don’t. I am surprised that this company functions and I am in shock that they still have sellers. BEWARE OF THIS PLATFORM. I am erasing my account today! I should’ve looked at their horrible ratings before giving them a try. BEWARE!!!! Date of experience: September 24, 2023”
Helpful Report
Posted 2 years ago
H
Verified Reviewer
“It is official: VC is selling fakes I am currently selling a bag through Sotheby's (see link below). As I want to sell more bags and 12 rodeos which I bought from VC through Sotheby's, I delivered the rodeos to Sotheby's for inspection. I am happy to provide proof to support my purchases of rodeos from VC. On 27 September 2023 Sotheby's notified me that as some of the rodeos are fake, they are unable to accept additional items from me at this stage. Customers have been complaining authenticity issues but VC dares to say it has a 99% accuracy rate and even offer authentication service. VC ignores customer complaints but you now have an eminent, if not the most eminent player in the industry who confirms the goods which you are selling on your site are fake. Please, what is your response? VC is disgusting and shameless. We work hard to save money. I want my money back but VC does not allow for this, even though the product is faulty or a fake. Even eBay allows money back. I would have litigate but serving out of jurisdiction is difficult. I suggest to all persons who purchased goods over EUR 1000 to get it authenticated. It is not simply about the money, but the disappointment and heartbreak which is truly at stake here. Can you imagine a husband saved for 3 months to get his wife a nice handbag for her birthday, only to find out it is fake? Also, please stay away from Chanel, LV, Celine, Hermes, Gucci. They are expensive items and it is simply not worth the risk. There are plenty reputable resellers. After today incident I spoke to my Chanel SA. My Chanel SA bought a top from VC and through her experience with the fabrics, she immediately knew it was a fake. However, VC denied this and like me she is out of money. My Chanel SA came to the conclusion that the so called authentication service which comes with a charge is really to check the condition of the product, but not its authenticity. Link to the bag I am selling through Sotheby's; https://www.sothebys.com/en/buy/_christian-dior-grey-matte-alligator-medium-lady-dior-pale-gold-and-crystal-hardware-2019”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Bought an item i realised being fake afterwards. Hoping it would be stopped by their authentication team. NOPE. It went trough, it even had misspelled words on the size tag. unbelievable and useless. item is 100% fake, even grailed refused to publish it.”
Helpful Report
Posted 2 years ago
Grant
Unverified Reviewer
“Customer Support from hell. Life is far too short to have to deal with these cowboys. I was randomly banned from Chat on 13 September while about to confirm a sale and despite numerous requests through chat and email over the last week, I still have no answer as to why I am banned. Initially I was advised the ban was a system issue and the team was fixing the issue and all would be good by Monday. Despite 4 other "bots" taking over the complaint through chat since my initial interaction, there is still no meaningful response other than the nonsensical link to the T&C's around banning. In the meantime, they keep bombarding me with notifications about lowering prices and de-listing items despite not being able to transact on their platform. On a positive note, at this rate the world is at least safe from bots/AI as the examples used by Vestiaire are completely inept with the same grammatical errors and frankly stupid and insincere language in each contact. Should be noted that they do at least remember to use different names. They also refuse to escalate issues or take any ownership in terms of resolving my complaint, in fact they couldn't care less. The technology infrastructure seems incapable of supporting their operations and is a joke despite the commission level.”
Helpful Report
Posted 2 years ago
May
Verified Reviewer
“Terrible website. Sold an item and the customer claims it is unauthentic so the sale is cancelled ( even though i have the receipt of purchase to match the serial number on the item!!!) i still have not received my item back and no money. Everytime i speak to customer service i get a different answer and no one can tell me where the item is.”
Helpful Report
Posted 2 years ago
Haase
Verified Reviewer
“Costumer service from nightmare! I am unable to print my postage out. Normally I always use the same address.This time shown something wrong with my address.Then i added the same address again . But it's still not working. I contact "Jaden T" from customer service. Which left me feeling greater disappointed then the system's error. Jaden refused to help or call for fix the postage problem.Saying nothing he/she can do.And left the chat open and quiet. Even I have asked to close the chat. Then I can open the chat with others to ask for help. As a Business seller on Ebay for many years.Get through all problems in E-commerce business.Lost goods,a package cut open.Customer service team always willing to help to find the way. Never experience a arrogant and disinterested service agent like this before in my all life.Such a employee who bring the reputation down the way!”
Helpful Report
Posted 2 years ago
Vestiaire Collective is rated 1.5 based on 1,437 reviews
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