Name: Vestiaire Collective
Rating: 2.22

“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

“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

“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

“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

“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

“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

“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

“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”

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Posted 2 years ago

“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

“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

“I shipped a parcel perfectly in time, it didn’t register to the app so automatically after a couple of days the sale got cancelled. (While my item was already gone for a couple of days) item got delivered the day after cancellation. So the buyer has the item without paying for it. A serious flaw in the system. The most annoying part is that vestiaire is not taking responsibility for their badly developed system. They just keep saying for weeks that I have to wait for the buyer to respond. Meanwhile the buyer is of course not responding because he/she has a free item. Seller just is left in the dark. Baddest experience ever!!!! Zero stars”

Helpful Report

Posted 2 years ago

Dear Maxim, We are very sorry to hear that your sale was cancelled. After checking, we can see that the item was not shipped within 7 days. That is why the sale was automatically cancelled. Rest assured that this case is already handled by the concerned department. We will get back to you soon. The Vestiaire Collective team

Posted 2 years ago

“I'm a seller on the platform and platform lost my parcel Ref #32592833, I have screenshots of the brt courier number the item was sent out on / screenshots of the platform proving in progress in transit. However, vc team did not recognize the loss of the package and actually left it up to me, the seller, to find out what happened to the package and claimed that it was the only way to resolve the issue. Such an irresponsible attitude and even today they still don't want to handle my claim.”

Helpful Report

Posted 2 years ago

Dear Yuyun, Thank you for bringing this matter to our attention. We regret to hear that your item hasn’t been delivered yet. We just want to reassure you that an investigation is already ongoing with the carrier. Not only that, but we will keep you informed by e-mail. The Vestiaire Collective team

Posted 2 years ago

“Super bad experience with Vestiaire Collective. Super Bad customer service only available via chat. What is not practical if something goes wrong what happend in my case. First looks trustworthy but then it seems not to be. I sold my vintage Gucci Glasses in beginning of July 2023. The item was not picked up but or the buyer was not able to pick it up. I contacted the buyer and they said that Vestiare keeps on saying to pick it up while the package is not there to pick up. An ERROR VESTIARE AND DPD HAVE TO SOLVE. WHILE THEY ARE PAID IM LEFT WITH NOTHING. Im not paid by Vestiare and I also till this time DID NOT RECIEVE MY GLASSES BACK. LEFT WITH LOST MONEY OF 150 euro and a lot of misery. I feel super sad about this. Would never sell or buy anything from Vestiare Collective.”

Helpful Report

Posted 2 years ago

Dear Simone, Thank you for bringing this matter to our attention. We regret to hear that your item hasn’t been delivered yet. We just want to reassure you that an investigation is already ongoing with the carrier. Furthermore, we would like to invite you to check your inbox. We will keep you updated. The Vestiaire Collective team

Posted 2 years ago

“All the users are treated on the same way, without any consideration for the single case (and you can experience that from the pre-builded replies that they give to every review). My account has been closed for having sold 2 fake items that I bought in a reputable store in the City with regular VAT number and licence to sell luxury brand, and of course, the release of an invoice with all the seller/owner information. The total amount I paid by bank transfer was 1.000€, paid for authentic and genuine accessories. Being absolutely confiden and sure to sell authentic bags, I re-sold them on VC. Once, the 2 accessories did not pass the authentication check and I was held responsible without my knowledge! I was shocked 2 times! First, to have known that I paid so much money to a retail store for genuine accessories, and secondly for being accused to sell fake items and see my account closed after having sold other items totally authentic! This case is simply baffling and scandalous. In my opinion, to make a distinction is a worthwhile endeavor at this point of their history: every suppliers try to offer a taylor made experience to their users, nowdays. VC behaviour's is nothing special to get impressed by, expecially because they clearly demonstrated to be only a money-mashine and nothing special. Items was 34328644 and 34836948 Please VC do not waste energy in writing the same, well known, reply.”

Helpful Report

Posted 2 years ago

Dear member, We fully understand that your are not satisfied with the announced closure of your account. However, upon several checks, we confirm that the items you have listed do not comply to several key elements that are constitutive of the brand. Due to this and as a safety measure, it was decided that your account will be therefore soon deactivated. Thank you for your understanding on our security policies, The Vestiaire Collective team

Posted 2 years ago

“I totally agree with Larisa, my sold item was returned in awful condition!!!! The buyer obviously just destroyed it to return!!! Hence I lost a valuable item. There is buyer protection but is there any seller protection? I doubt, based on my experience with the customer service on shipping dispute”

Helpful Report

Posted 2 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

“As a seller Ive really grown to hate Vestiaire . Website and app never work properly, they take almost 25% commission sometimes while trying to push you to sell cheaper which means you end up making nothing for your sale. There is never clarity when a sale is cancelled and it seems like the buyer can use any excuse to return your item and you’re left wondering why. Which obvious damages your seller score. Truly not worth selling on this app, they’re making themselves rich while having the most mediocre website and customer service ever.”

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 unfortunately didn't find any conversation with you recently. Our team will be charged to answer your requests within an average of 24 hours and here is a link to find all our contact methods for easy access : https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us The Vestiaire Collective team

Posted 2 years ago

“My experience is also terrible. They robbed me. They didn't pay me 10,000 € for the items sold. There was still an error with the data confirmation. When I started getting drunk, they closed and blocked my account!”

Helpful Report

Posted 2 years ago

Dear Monica, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

“I bought a pair of Hublot sunglasses with physical authentication made by Vestiaire experts. They confirmed the item is compliant and delivered the sunglasses to me. The sunglasses are not genuine and even someone without experience could see this. There is nowhere written where are made. All the Hublot sunglasses are marked with: Made in Japan. On the sunglasses I received it's nothing written. I write to Vestiare on the chat and they said that even if their expert confirmed the item it's compliant they can make a second verify. I sent the sunglasses at their hub in France and they confirmed at the second check that the sunglasses are compliant... I asked them again to tell me only one thing: where it's written where are made? I proposed to pay another 15 euro for the 3rd authentication just to check this aspect: where are made. They didn't answer on the chat and told me by email that the item will be relisted on their app and after will be sold they will transfer me the the money without their usual commission. In conclusion someone will buy a fake that was authenticated by Vestiaire experts as genuine. It's unbelievable how easy it is to sell a fake on Vestiaire app and you don't have any support or a normal communication with their staff. All the answers you get on their chat are standard, they can't give you any detail if you ask for something specific. Order 81027725”

Helpful Report

Posted 2 years ago

Dear Andrei, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

“After complaining for being singled out with my item refused by quality control (while other sellers in the Uk and worldwide with identical items were kept on their website), Vestiaire’s support team made me believe they were dealing with my query for several days. Then Vestiaire asked me to provide them details of such sellers in order to answer my enquiry or close my enquiry. Very inefficient, unhelpful, unprofessional customer service. Be aware… very aware! Not worth the hassle. .”

Helpful Report

Posted 2 years ago

Dear Val, Dear, We are sorry to hear that your item has not been accepted for sale! We reserve ourselves the right to refuse any item that does not meet our criteria. Feel free to get back to us here and advise on your item reference for further details on our team’s decision. Thank you beforehand and rest assured of our availability, The Vestiaire Collective team

Posted 2 years ago

“Wish I read the reviews before I made a purchase (ordered on 22 June 23) . So I bought a pair of $700 slides, the parcel was delivered to Vestiare and tracker shows it’s in QC, after 4days it seemed abit too long so I contacted the support/help chat and they can only tell me they are trying to find out what happened, they can’t provide any time line, they refuse to respond to my queries on getting a refund. It’s been 3 weeks since the parcel has reached them! DO NOT BUY anything from them!”

Helpful Report

Posted 2 years ago

Dear King, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 49%
Accurate And Undamaged Orders	Greater than 58%
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