Name: Vestiaire Collective
Rating: 2.22

“I have been a customer at VC for many years and have bought and sold many items. First of all, the commission fees are incredibly high. You would expect with all the money they must make from this that the website, apps and customer service would be better but this is not the case. I am constantly frustrated by glitches in the app and terrible customer service. I recently bought a pair of shoes where the seller was located in Australia but the item was said to be in Paris in the information tab (presumably Vestiaire Collective was displaying the wrong information). They also said in check out that I would not have to pay custom fees and taxes although I was already paying €60 to receive the item. After I receive the item I get a text from DHL asking me to pay 150€ in customs fees. VC customer service have been unhelpful, rude and are blaming the fault on the seller when I know this is not the case. One advisor left the chat before she had helped me resolve the issue so I had to wait for another to join. I probably have no choice but to pay this customs fee now. I feel incredibly cheated by Vestiaire Collective.”

Helpful Report

Posted 5 years ago

“I sold an item in December which UPS lost.I have been in communication ever since to get payment.The buyer was refunded but nothing for the seller.Over a week ago VC said payment would be received in 5 working days.No payment received.Very poor customer service.”

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Posted 5 years ago

“I have been a trusted seller off and on with VC. I have had multiple situations where I sent the sold item, the buyer received the item and I did not get paid. Mostly they claim “technical glitches”. Basically, if I did not track every single item I sold to make sure I got paid, then I would miss out on a lot of payments. The most recent instance was last month. I even messaged the buyer to ask if they received the item and they replied graciously that they did and that the item was perfect. I sent a screenshot of the private message with the buyer to VC and they still claim they must “investigate” the matter. I have contacted them every day for 2 weeks via chat and email (as they removed their phone number). Every time I’m told they will raise an urgent matter and I should receive a response within 1-3 working days. I HAVE NEVER RECEIVED A RESPONSE! It’s going on 3 weeks now since I should have been paid. The item was shipped first of the year! I have been slowly removing all my items from VC and selling on other platforms as their service has proven to be the worst!”

Helpful Report

Posted 5 years ago

“Disgusting, no matter that I am a trusted seller on VC, every time I'm trying to put for sale an item I have to make it 4-5 times before it would be accepted - VC team rufuse it for reasons unknown - no respect for their sellers, neither for their buyers. I strictly not reccomend it”

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Posted 5 years ago

“Vestiaire Collective simply is disgusting. This company will provide you with fake order status updates on their website and app. Vestiaire Collective will waste your money and time, show you fake status updates and wait for the customers to proactively contact them instead of owning up to their errors, forcing you to deal with their unprofessional "service" reps and have you keep waiting for nothing to turn up. Disgusting business practice and ethics, business is being reported to relevant consumer ombudsmen for dishonest practices.”

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Posted 5 years ago

“Such a horrible customer service. I listed Chanel boots for sale and as a first listing it was showing me £0 in fees on the app and also in the confirmation email. However, when my item was approved by Vestiaire and listed online, it was showing that I will have to pay £70 in fees. I contacted customer service via live chat and the guy (Luce) was incredibly rude saying that fees will be returned to me as a credit. I said that it was not mentioned anywhere and asked for the link to these rules, his reply was ‘this is the well known fact that we are only giving the voucher that you can spend on the website’ and disconnected from the chat. Then I contacted customer service via facebook and they told me that the free fee promotion ended a while ago and not applicable to my listing, when I send them screenshots confirmation that initially the promotion was applying to my listing they stopped replying.”

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Posted 5 years ago

“luxury website for mediocre customers. Buyers should be rated. No manners and trying to get luxury items for high street prices. It is a joke the fact you get offers... my review is more for the buyers. As a seller I have had a very good experience using Vestiaire....”

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Posted 5 years ago

“I sold an item 1,5 month ago and I am still waiting to get paid. Shipping status still states that it has not been delivered although the buyer already confirmed me a month ago that he received it well and was satisfied. I have been sending over 20 mails to the helpdesk but keep on getting the same ridiculous answers. This is a crook site even for sellers !!!”

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Posted 5 years ago

“Utterly disappointed with my recent purchase! I bought a bag that was listed as brand new without any defects stated in the description. When the bag arrived i noticed immediately there was a glue stain on the bag. Certainly I reported this as an issue and requested for the item to be returned. However Vestiaire Collective insisted that the request is not possible as it matches the description. I relooked at the original post and zoomed in to the pictures and I found the same glue stain on the bag! Obviously it was not caused by me and the defect was already present. I wonder how it got passed the control checks and I sent multiple emails to their customer service to re-visit this issue but there were no response at all! My request was simply ignored and was forced in a way to accept something that is defective when I expected the item to be brand new as listed!”

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Posted 5 years ago

“I've been using Vestiaire Collective sporadically for over 6 years now. I've had some minor issues before but the company seems to have really gone downhill these days. I sold an item via direct shipping and the parcel went missing, I contacted their chat multiple times, was told a different story each time so ended up having to contact UPS and the buyer directly myself. I had to figure out on my own what happened, let them know, and they still refused to pay me out even though it was a system error and the buyer actually received the package a long time ago. Luckily the item wasn't so expensive but I will be deleting my account for good as their customer service is non existent and it caused me too much lost time and annoyance. For people considering selling items on VC - if everything goes right you will be fine. But if something goes wrong you're on your own and you will lose lots of time and maybe also some money.”

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Posted 5 years ago

“As a seller, I sold 4 pieces. First 3 went ok but it was very frustrating on vintage Jean Paul Gauthier, YSL and Alaia, when all accepted offers were being ghosted (I think once the buyers were notified of high shipping and duties on items shipped from Canada, even though French vintage was going back to country of manufacture, they fled). I subsequently closed all offer options. My 3 items did sell and I was paid. On 4th item sold, a vintage Alaia sweater, compliance in NYC informed me of deficiencies such as missing size tag (which was clear from picture that it was not there plus I provided all measurements in listing) and stains which I never saw. I authorized a discount of $25 to the buyer and they told me that buyer refused (of course, I have no idea who buyer is). They asked if I want to have it returned or relist; I am frustrated that there is no such option on my iPhone app and I have no idea how to reply, so back to chat who say the reply exists only on the web version, but my web version does not allow me into my own profile, no idea why. Chat did offer to relist for me, and said it will take 2 days to appear. Some 4 days later nothing, and new chat said it will take 7 days to resist. Eventually relist does appear and IMMEDIATELY it is shown as sold, without any "non compliance" discount. I get an email asking me to ship the item - but it is already at their warehouse ! Back to chat. I figured if I get paid for this transaction it will be a miracle, but I did get paid 2 weeks later. I really do not know what truly happened. Did they claim original buyer refused and looked for a private buyer on their own, at a higher price ? I will never know and neither will you as sellers. Way too stressful, time consuming and convoluted, plus they keep forcing to lower price and you can never raise it again. Do they just want a high volume of sales for their investors ? Do they buy up items for their own inventory and resell on their own ? Too many questions.”

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Posted 5 years ago

“I have sold items and have been a member for 8 years. The items I have sold have been mostly Chanel and other high end luxury items. I sold two brand new Chanel bag 2 weeks ago, I took a lot of pictures that proves the bags were brand new and plastic still on hardware . I sent the bags to Vestiaire and received a email saying they were received. 2 days later I received a email from the so called customer service saying that one bag was scratched in the inside of the flaps and the other didn’t fit the description? I got really upset and contacted them Immediately with the original pictures proving the bags condition. They promised to get back to me but of course they didn’t. I contacted them again and explained that I can not accept that they destroyed one brand new bag for almost 6500 euro and that the other one is exactly as the description provided online. I told them that I could absolutely not take them back when I have proof they were brand new and that I did everything right from my part. The other Chanel bag did fit the description perfectly and they still tried to pull something, I’m not sure why. They promised once again to get back to me to find a solution, they didn’t. Today I received a email saying that one of the bags was shipped back to me, in other words one bag impossible to sell destroyed by them. Thanks to a understanding buyer the other one with the description issue was accepted by the buyer so after 3 days of stress the sale went through, but not with the help Of Vestiaire! I will report this and won’t let it go, even if I will have to pay more money than these two bags were worth. I hate when company’s fool customers and think there will be no consequences. There always is!”

Helpful Report

Posted 5 years ago

“Before using this site read the bad reviews before the good as this is a shoddy run company. Firstly, it is full of serial timewasters who make offers on items then never proceed to purchase them once you have accepted their offer. There is no recourse i.e. an ability to leave feedback to warn others so if this is how they get their kicks there is no deterrent to stop them doing it. I then got my first sale I posted the item straight away but it took them almost a week to acknowledge it. I then received a message telling me the bag that had never been used and removed from its packaging was covered in scratches; it was in perfect condition when I handed it over. A price drop was offered which I agreed to as I just wanted the long drawn out process over. It turns out after just receiving an email telling me the bag was on its way back to me via DHL the buyer refused the item. I contacted customer service and they tell me I should have received a message telling me this but when I asked when the message was sent they could not answer. I am now unsure if I am expected to pay to receive the goods back as the customer service representative ended the chat. I will never use this company again and based on my experience advise all others to avoid it. I will stick to local buying and selling sites at least they don’t cream a fortune off the proceeds and you can liase with the buyer yourself.”

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Posted 5 years ago

“have sent an item using the UPS label provided by Vestiaire and the address seems to be wrong or the buyer did not receive it for reasons that I will never know. I don't have any form to contact the buyer and Vestiaire says the item will be returned back to me and the sale cancelled. while this is not obviously my fault, vestiaire does not simply want to contact the buyer or provide a new label. they even suggested me to send the item again once this gets back but at my expense and they would take the same comission.... not only they are not capable of fixing this they also don't understand how frustrating this is, stressful and the time you lose.... obviously this company doesn't honor their sales and service they say they provide and there is no point on selling here. I would strongly recommend you to use other platforms in the market and avoid this !”

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Posted 5 years ago

“TERRIBLE SERVICE FOR SELLERS I don’t think Vestiaire cares about sellers. I sold a balenciaga bag in perfect condition for a great price. I then got an email stating that although my bag was in perfect condition it was marked non compliant because there was no invoice. However the bag was not advertised with an invoice. So I am shocked that my bag was made non compliant given this is the only reason an otherwise perfect bag has been refused. Furthermore, Vestiaire could have easily contacted me to verify the invoice issue rather than offer the buyer the chance to cancel the sale. If I had been contacted I could have explained why there was no invoice and perhaps offered to email a copy for the buyer. This is a terrible reason for refusing my sale and I am extremely disappointed with the service. Furthermore, no one updated me to tell me that the buyer had refused the item. I had to contact Vestiaire for this update. When I complained they agreed that the bag should not have been refused as it was sold as advertised. I can only assume that Vestiaire did not want to sell my item. This is not the first problem I have had selling with Vestiaire. They cancelled another sale because the bag had python leather (without making clear I can’t sell python online) and then returned it to the wrong address! When I finally got it back it was squashed into a small box with poor packaging and the handles were squashed. Customer service is slow and terrible - You have to use their chat function and you cannot have a conversation with a real person. There is no record trail as you can’t email. They do this to protect themselves against their poor service. Make sure you take screen shots of your chats or you will have no evidence of their poor and contradictory service. Personally, I have had so many issues selling with Vestiaire I cannot trust them to sell on my behalf anymore. Plus they charge a fortune in commission for a terrible service. I do not recommend at all.”

Helpful Report

Posted 5 years ago

“I made 2 purchases from the app both of which were never sent and canceled by VC. Their FAQs state that refunds by PayPal will be processed in 24 hours. Well, it's been 24 hours and no refund. I contacted them by chat and the agent stated that it can actually take up to 5 days. Stay away from this business unless you like lending them your money for 20 days interest free.”

Helpful Report

Posted 5 years ago

“DO NOT BUY. THEY STEAL FROM YOU AND NEVER REFUND. Still waiting for an order placed in June and they refuse to refund me telling me to wait for another 2,5 months. I ordered a Zimmermann dress placed on June 8th paying 238 euros + 13 euros shipping cost from France to Greece. Instead of sending it by a fast, tracked mailing service such as UPS, DHL or anything else, then sent it using the old, traditional post office!!!!! The package is lost since then and they do not give me my money back!! To the question how do you send a 238 dress by post office charging me 13 euros as shipping cost, their response was: we only send orders of more than 1500 euros by fast, tracked mailing service such as courier company (when every other e-shop send orders of much less money by normal courier companies). Almost 2 months later, Vestiaire Collective responds every 3 emails, refuses to cancel the delivery and refund me giving me the 251 euros that they stole from me!! They were telling me to wait for 30 days after the first claim took place, in order to get an answer from the transporter. On the 30th day they told me that I should probably wait for up to 2,5 months in order to receive the order. THEY ARE RIDICULUS. DON’T EVEN BOTHER BUYING FROM THEM. They steal your money and ignore you. I am struggling to take my money back. Do yourselves a favor and do not order anything.”

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Posted 5 years ago

“Vestiaire Collective's AUTHENTICATION AND VERIFICATION program is just a fiction! They do absolutely nothing! It's just a way to get extra money from the buyers! As a DSQUARED2 expert with 15 years experience I've counted a lot of fakes selling on their platform. They don't even have a report or contact button on the items page. It seems that they don't care about the reputation but think only about a profit.”

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Posted 5 years ago

“I had sold a beautiful vintage Hermès scarf for $170. While listing the item, I was asked where I would be shipping from. I listed the item as being sold from South Korea. I'm an American expat and my account has my American bank information but I don't currently live in the States. This caused Vestaire to issue me a shipping label shipping from America despite asking where I was shipping from. They could not reissue a different label and stated that I could either ship the item to them at my own cost or change my bank information to a korean bank and re-list the item- losing out on a seller. I had to cancel the sale. I love the idea of Vestaire but it has so many flaws imbedded in their system, and customer service representatives are incredibly incompetent and not properly trained. Just today, I asked how one can comment on a person's wishlist. The rep said that not possible only in item comments can you leave a message. Umm, I received a comment on my wishlist from another seller on my wishlist and wanted to learn how to do that myself, which is why I contacted them. They don't even know the company they work for or what sellers and buyers can do on their site. Its ridiculous.”

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Posted 5 years ago

““Seller” obviously doesn’t have / doesn’t intend to sell the item. VC says that if I make further enquires the process will “take longer “ Fake site”

Helpful Report

Posted 5 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