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Vestiaire Collective Reviews

1.5 Rating 1,418 Reviews
12 %
of reviewers recommend Vestiaire Collective
Company Reviews Questions Metrics
1.5
Based on 1,418 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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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 1 year 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 1 year 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 1 year ago
Gaby
Verified Reviewer
“Is this some obscure joke or just total incompetence? I confirmed I want to keep my items to get a mail my items will be delisted in 70 odd hours, seriously you have an IT? Why doesn’t it work? What kind of service is that? We all know to not expect much as you cut corners but this is now a joke, sort it out, it’s way beyond a joke, more like a scam get an IT that’s at least semi competent, you charge enough. Is there actually anybody there who’s professional or has a working brain cell? It would be a pleasant surprise. How can a company still exist with such an awful IT? I trust you with my financial information. Oh sorry, apparently you are too busy posting anonymous positive reviews, I guess the bland and unbelievable comments are the extent of your IT. Sort your page out and get better shills”
Helpful Report
Posted 1 year ago
Geert
Unverified Reviewer
“Last week I get a notification to confirm which items I don't want to have delisted, so I confirmed and clicked through the items, today I get an email that they get delisted in 72 hours if I don't confirm, yet there is nothing to confirm, no pop up window, NOTHING. So I check around and apparently I am also all of a sudden blocked from chat without having chatted in ages. You are apparently an international company, your IT really doesn't suggest so. For the record when I went to CONFIRM that I want to KEEP my item last week, at the end it didn't say keep. Who on earth is responsible for your IT? This is a total and utter shambles! You're always very happy to take commission, are eager to almost bully sellers into accepting ridiculous price offers, force us to confirm that we want to keep items, yet when you do you threaten to delete them anyway? Is that customer service? I went and checked on a forum (I just got your 72 hour email) yet there are at least 20 people who already complained that exactly the same has happened to them! As for you blocking chat without any reasons, well that also seems to be perfectly normal”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“This site is terrible all around. How do you pay for something the same day. In that same day your payment was canceled by them. Money is in my account. I reached out to customer service they told me not to worry. They are clowns and this site is A scam avoid.”
Helpful Report
Posted 2 years ago
Maria
Unverified Reviewer
“Vestiaire Collective send me a counterfeit Chanel bag, after it had been inspected by Pauline and I paid 15€ for it. How do you solve this problem??? Now they want the bag Back to do a new inspection and they want me to pay another 15€, when I know, I have documentation and testimony. I suspect they want the bag with the intention to take away my reason and physical proof of the big mistake they made by selling and authenticating a counterfeit item. Be careful, they just want our money and are not responsible for anything, nor does anyone respond to us. I was even blocked in chat.”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Avoid; at least be very careful”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Does not even deserve 1 star. I've read a lot of negative reviews on them but decided to gamble and list my items for sale anyway. I got my first sale and the item was delivered to their hub in Hong Kong to be authenticated. Then i received an email stating that their "experts" could not confirm the authenticity of the item. No further details were given (like why couldn't they confirm the authenticity- is it because there is no receipt?) So are they saying it is a fake or they just could not confirm? Now I am supposed to pay a fee to get it back. Also, I kept getting notifications to lower the prices of my items like every other day. Ridiculous. But it was a calculated risk that I took. Lesson learnt. I am staying away from this garbage.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Authenticity check is poor. I sold a genuine item and the 'experts' deemed my bag to not be authentic. They automatically cancelled the sale and no check report was sent hence I lost a sale. The bag is authentic as I have had it checked by a reputable authentication company”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“I sold my item with this site, they approved the item and they approved the sale , it was sent for authentication , then they said they have to cancel because the item is real leather( although it was mrnsioned in they discribtion that they approved ) and the cannot ship it to the buyer .. when the item was returned to me , it was held at costumes and I was out of pocket of 350$ , and when I asked for clarification as it was not in their T&C , they changed the terms 3 days later and closed my case ….”
Helpful Report
Posted 2 years ago
Dear member, Thank you for taking the time to bring this matter to our attention, and we are sorry for the inconvenience this might have caused. Please, feel free to contact us for this inquiry via our contact methods on this link : https://faq.vestiairecollective.com/hc/en-us/articles/360002463657-Contact-Us Make sure to advise to our team on your item or order number for instance, in order to identify your request at reception of your contact, and we will be elated to investigate your case further. We thank you beforehand and wish you a lovely day! The Vestiaire Collective team
Posted 2 years ago
Helga
Unverified Reviewer
“I am so disappointed about vesteriai company.... it's being sold my dress... I have not received any money and I haven't received my dress back..the buyer send me back empty box..I am shocked 😨 and company it's very very slow... but the Vesteriai company is really taking too long to investigate...I read people's reviews similar to my one ...to be honest something gone needs to change here on this website.. to many people have complained about the side.i am so disappointed and just can't believe the way everything and up... only because of my daughter I am complaining all this happened..my daughter ask me to put her dress on sell so she cud fix her phone ... just can't believe it..and one thinks I know that if asap Vesteriai is not going to solve this problem..I will take everything in my own hands. Of course going to the address with a newspaper and all this happened I am going to the newspaper to publish everything that happens on here ...”
Helpful Report
Posted 2 years ago
Bonjour Helga, Nous sommes sincèrement désolés d'apprendre que le traitement de votre réclamation n'était pas selon vos attentes. Cependant, nous vous assurons que nous resterons disponibles pour traiter votre demande si elle reste sans réponse. Nous restons à votre disposition pour toute assistance supplémentaire. Nous vous invitons donc à nous communiquer votre numéro de commande ou la référence de l'article afin d'identifier votre demande. Nous pouvons être contactés par message sur l'application ou par email sur notre article Contactez-nous, dans le Centre d'aide. Nous vous remercions de nous communiquer ces informations, L'équipe Vestiaire Collective
Posted 2 years ago
Hello Helga, We are very sorry to hear that the handling of your complaint did not meet your expectations. However, we assure you that we will remain available to deal with your request if it remains unanswered. We remain at your disposal should you require any further assistance. We invite you to provide us with your order number or item reference in order to identify your request. We can be contacted by message on the application or by email on our Contact Us page in the Help Center. Thank you for providing us with this information, The Vestiaire Collective team
Posted 2 years ago
Angela Brainard
Unverified Reviewer
“I had been selling on Tradesy since 2015 and started selling on Vestiare whenTradesy sold out to them. It has been and complete nightmare. I have been scammed twice by buyers saying I haven't shipped the correct item. I sold a pair of new Tory Burch boots. Buyer claim they were not as described. Vestaire did not provide me pictures of what buyer was claim. I have no idea what to expect as I know what I sent was true and authentic. Buyer was supposed to send item back. Puts on address on packaged and it comes back to buyer. I dont have my money or my boots. Tried to open chat and can't get anyone to respond to me. Worst selling experience in my year selling career. I will be shutting down my account and will not sell on this app again. Sellers beware!”
Helpful Report
Posted 2 years ago
Dear Angela, We are sincerely sorry to hear that our teams didn't handle your request. However, we reassure that we will remain available to handle your request if it is still unanswered. We will remain available here for further support. Therefore, we kindly invite you to share with us your order number or item reference in order to identify your request. We can be reached by message on the App or by email on our Contact Us article, in the Help Center. Thank you for providing us with this information, The Vestiaire Collective Team
Posted 2 years ago
Kamila
Verified Reviewer
“Recently registered on this site.it so happened that I sold two products at once.The first package i sent was delivered and successfully passed the authentication. but I still have not received the money for this product because they claim that I entered the wrong bank details. The second parcel is on the way but they claim that I did not send it. I feel fooled and deceived. I don't understand how a site with such an approach to its customers can exist. They don't try to solve the problem at all, I answer with the same monotonous remarks. I haven't felt in such a stupid position in a long time.to the best of my ability and my patience, I will bring the matter to the end, I'm already looking into what can be done, consult with lawyers.”
Helpful Report
Posted 2 years ago
Dear Kamila, Thanks for bringing this matter to our attention. We regret to hear that you've not received your payment yet. Feel free to start a chat with us on the App in Me > Help, so that we can assist you more. Thank you in advance for your patience, The Vestiaire Collective team
Posted 2 years ago
Anonymous
Unverified Reviewer
“The worst selling platform ! No one will help you in need! The chat is a nightmare! Make sure you keep track of your sales, because you not always get your money from the sale! Big mess! The authenticity experts very incompetent, they ruin the deals with no reason! One big nightmare!”
Helpful Report
Posted 2 years ago
Dear Member, We are truly sorry to hear that you have not received the expected support from our teams. Please rest assured that we are constantly working on improving our services, thanks to your feedback. We will remain at your disposal to provide you with further support and therefore kindly invite you to share with us your order number or item’s reference in order to identify your request. Thank you in advance, The Vestiaire Collective team
Posted 2 years ago
Simona
Verified Reviewer
“Awful company”
Helpful Report
Posted 2 years ago
Dear Simona, We are sorry to hear about your comment concerning our site. Please feel free to contact us by private message so that we can help you. However, we reassure that we will remain available to handle your request if it is still unanswered. We will remain available here for further support. Therefore, we kindly invite you to share with us your order number or item reference in order to identify your request. We can be reached by message on the App or by email on our Contact Us article, in the Help Center. Thank you for providing us with this information, The Vestiaire Collective Team
Posted 2 years ago
Tamara
Verified Reviewer
“Totally and utterly mental, my last chat was a month ago, it went like this: Arrived safely- thanks so much! 8/5/23, 4:17 PM Perfect! I am always so worried when I have to ship with Evri No other exchanges, all super pleasant, then I get a message last week I have been banned from chat for being rude (again, I was not on chat, the interactions were pleasant, mostly confirming items have been sent and received), I reached out to them and got spammed with an auto reply stating possible reasons for the ban, again, I have not even chatted. The site seems to be run by bots, reading through the reviews, the random bans seem to be quite normal for the horrendous software and non existent customer service Vestaire is famous for. I am looking forward to one of their auto replies here, stating that I can contact them (to get an auto reply and nothing will be done, wow, yes, that makes sense), how many more corners are they going to cut?”
Helpful Report
Posted 2 years ago
Dear Tamara, We are getting back to you regarding your ban from the buyer-seller chat feature. We would like to invite you to check your inbox. We are going to send you a follow-up email. The Vestiaire Collective team
Posted 2 years ago
Brigita Marijanovic
Verified Reviewer
“The WORST selling platform that exists. I have sent proof that my item is real and you are still claiming it is not! Now you are ROBBING me and asking ME to pay 15€ to return my REAL item to me. Your experts are a joke and completely incompetent and I hope no one ever uses your platform again. WORST SITE THAT EXISTS ROBBERY!”
Helpful Report
Posted 2 years ago
Dear Brigita, We are sorry to hear that your item has been refused, and we can certainly understand your disappointment. We reserve ourselves the right to refuse any item that does not meet our criteria. However, feel free to get back to us via the open chat you have started with us, if you have any additional document that can prove the authenticity of your item, and we will be happy to review it further. Thank you beforehand and rest assured of our availability, The Vestiaire Collective team
Posted 2 years ago
Lee
Verified Reviewer
“Today I noticed I had a chat ban, I had not chatted for a MONTH, and the last interaction via chat was a month ago, super pleasant, the usual Evri problem of not updating despite the buyer having collected, the buyer said they will let Vestiaire know they have it and did so (parcel showed as "still at parcel shop" despite the buyer having it for weeks), I thanked the buyer then today I notice I got a chat ban?????? I contacted Vestiaire immediately with a screen shot showing there was no violation and I promptly get an AUTOREPLY stating the rules, since I didn't violate the rules, it was clear that they did not even bother to look at my email. Having had a look around, apparently there is a problem with the software as a lot of people received random chat bans (check out the forums and FaceBook) without having chatted or without any violation of the rules happening, as usual the horrendous and sloppy software, contacting Vestiaire is pointless, since all you get is spammy outreply, their customer service can't be bothered to fix their problems and as usual the IT is more than shoddy and randomly bans people with threats when they have done nothing wrong.”
Helpful Report
Posted 2 years ago
Dear Lee, Thank you for taking the time to bring this to our attention, and we are sorry to learn that you have been banned from the chat user. We always seek friendly solutions and warn members beforehand. Please be advised your case has already been forwarded to the relevant team, who would be able o sort it out as soon possible. What we can guarantee is we are trying to get the best course of action and a long-term resolution for your concern and will personally get back to you via the open existing chat once we have any information from the team. We appreciate your understanding and extended patience with us. The Vestiaire Collective Team
Posted 2 years ago
Gaia
Verified Reviewer
“Avoid modern daylight robbery by a company that violates about every rule! Here's an excerpt of their new terms and conditions, which led me to close my account because the last thing I want is to give them items for free! "Delivery failure: If an item cannot be delivered (due to an incorrect address, non-collection etc.), an email will be sent to the user. The item will then be kept by Vestiaire Collective for 1 month. If the item is not claimed from Vestiaire Collective, or if no address update is provided to Vestiaire Collective within the above-mentioned timescale of 1 month, the item will be relisted on the user’s account. In the event that the item is not sold within 6 months, Vestiaire Collective will then become the owner of the item. Returns: If a transaction is cancelled for any of the reasons foreseen in our terms, all customs duties and taxes linked to the return of the product will be at the seller’s expense." So basically the rip off merchants are wanting your items for free, after all they are trying to push you to sell for ridiculously low prices anyway just to get their commission, their system never works, if somebody gives the wrong address and an item is returned as the BUYER you then pay all the costs and the item goes to Vestiaire and they keep it if you don't sell within 6 months.... How this can be remotely legal is unclear to me, however, since a lot of things they are doing are not quite legal, I guess it is time that they face a class action law suit. "Transforming the fashion industry" and pretending to be environmental seems to be a nice excuse for modern daylight robbery. Luckily there are a lot of other companies where you can resell, they might all have flaws, but Vestiaire seems to be a collection of flaws”
Helpful Report
Posted 2 years ago
Dear Gaia, Thank you for bringing this matter to our attention. In fact, when an item is returned to our center, we ask you to update your address. We will then send the item back to you. If we do not receive a reply, the item will be added back to your account. This is in your best interest. We invite you to contact us on the application for more information. The Vestiaire Collective team
Posted 2 years ago
Vestiaire Collective is rated 1.5 based on 1,418 reviews
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