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Vestiaire Collective Reviews

1.6 Rating 1,116 Reviews

14 %

of reviewers recommend Vestiaire Collective

Company Reviews

1.6

Based on 1,116 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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Vestiaire Collective 1 star review on 1st May 2024

Vestiaire Collective 1 star review on 26th April 2024

Vestiaire Collective 1 star review on 24th April 2024

Vestiaire Collective 1 star review on 17th April 2024

Vestiaire Collective 1 star review on 16th April 2024

Vestiaire Collective 1 star review on 16th April 2024

Vestiaire Collective 1 star review on 16th April 2024

247

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Horrible, sold an item and Vestiaire provided a postage label for Royal Mail, I sent on the same day, 3 days later it has not updated and I keep getting reminders to send the item, I have told them it is already sent and sent them the receipt, nothing! Absolutely NOTHING, so somebody is getting my item for free? Because on the tracking it shows that the buyer has already received it but the buyer simply doesn't respond to me! Where are those 1 liners with 5 star reviews from, claiming how great it apparently is? People working for Vestiaire or bots?”

Posted 2 months ago

“The customer service is completely awful 1- authentic team just sent the measurement with a picture. I asked for further checking. No one replied but kept asking to confirm. I have no choice but to use my eyes to verify the pattern. 2- once I clicked the confirmation, they said they will check further for me but again no checking (and kept claiming that the bag is confirmed). If this is the case, why ask me again and again? 3- seller promised to send me the branded dustbag and they HELD the dustbag and gave me a BROKEN company bag. I then asked what’s happening and again they said it’s not in the description. They kept asking me to confirm the receipt of the bag and then shifted all responsibilities to me with NO reply. 4- cs staff said I understood you but no more helping and said this is the best teaching materials. Who cares to the teaching materials? If you wanted to experience this servicing standard, please continue :)”

Vestiaire Collective 1 star review on 3rd February 2024

Posted 2 months ago

“From 15.1. until 1.2. they couldn't solve my case... Seller sent me very damaged jacket even though I immediately reported the damage, they hung around for two weeks and didn't do anything, and then they still lie that I didn't see the email”

Posted 3 months ago

“The worst customer service I ever received. The chat doesn't work, they rarely reply. The corrier lost my parcel 3 weeks ago and nothing has been done. Today I received a message in the chat to my message from Sunday telling me that the parcel was going back to the sender and I should contact the corrier! Nothing makes sense. I just want my refund and close my account.”

Posted 3 months ago

“The product does not match the product description, and I did not receive a refund, even after providing evidence. I am a new customer of Vestiaire, but after this experience, it will also be the last time. A few weeks ago, I ordered a pair of Balenciagas. In the photos, the shoes appeared to be black, as stated in the product description under the color category and the free-text field (I still have the photos saved). However, upon receiving them, they turned out to be blue. It's incredibly disappointing and sloppy, especially because I paid for the authentication option, and yet this mistake still went through. But hey, everyone can make a mistake, so I decided to connect with customer service politely. After some back-and-forth chatting, the customer service representative indicated that I would get a refund if I returned them and they agreed that I was right. Otherwise, the item would be relisted. According to the representative, this should work out fine because I had sent a significant number of photos of the product next to black and blue items. So, I didn't have to worry. Fast forward a week after the product was checked. I was informed that the refund was denied, and the product was relisted! And you won't believe it, but they listed it as Navy/blue and removed black from the description! Of course, I have the before and after of the descriptions, so I know exactly what they did. They essentially agree with me but won't admit it. Naturally, I contacted customer service, but I received a few messages stating that the product matched the description (even though they did modify it with the listing?!). I am politely asked to wait until the shoe is sold before I get my money back, despite doing everything to prevent this (purchasing the authentication option and providing ample evidence). I disagreed with this, as I would be losing money due to their mistake if it gets sold, and I have to wait for it to be sold in the first place. After sending a few more messages, I received no further response. I can hardly believe it. If they had just admitted their mistake and refunded the money, I would have remained a loyal customer. I was already looking around again. But after this experience, I've learned that the authentication is not what I expected, and they would rather lose a customer than retain one.”

Posted 3 months ago

“It is really a scam. Please do not buy from them. Fake/damaged products and bad customer service. Stay away from VC platform. Disappointed and frustrated of this site. I ordered a Fendi handbag when I received it, I was a toy bag can not even hold my sunglasses or my phone is way bigger than the bag. Cindy and Jerry have the courage to tell me they will not send me a return label. Furthermore, the Dior bag has a big hole can not be used at all. Again stay away from them. Lucienne”

Posted 3 months ago

“Totally horrendous, the tracking doesn't seem to work, you sell an item, it does not track, you email them and provide them with evidence that you posted, you get the spam AI reply (a lot like the positive reviews here, totally nondescript nonsense) and they tell you the company has 48 to scan, they scanned it right in front of me, now for the 3rd time an item with Royal Mail is on the way, but on Vestiaire the tracking does not work, the customer service (if you want to call it that) doesn't even react, so my items go to the buyer, then get cancelled as apparently I didn't send them (despite sending them and having the receipt, but customer support doesn't do ANYTHING), I get downgraded for "not sending" what a joke, the "buyer" gets an item for free and a refund, all because they use Royal Mail who has tracking problems and their freaking bots don't don react to people sending in evidence that they have posted. They do need closing down! Total scam and rip off”

Posted 3 months ago

“Sent fake and damaged coat Customer Service non existent Hide behind 72 hr window of return which is unrealistic Massive alarm bells and warnings regarding ethics of company”

Posted 3 months ago

“Their chat is just a bot that if you are lucky answers after one day the same answer continuously!! “We are sorry blah blah blah!” But never answer never solve. They banned my chat (although I have never broke any terms!) they say they had send mail and they never did, they never raise the 24h banned chat, and that causes me problems with my customers, and of course to all my emails and chat I send No one I mean no one answers! It’s just how much money they get. Don’t believe after my experience that they have any further care but they use all this thing of planet care just to attract clients. Cause if you care you care for everything! It’s a characteristic not an attitude! I am extremely disappointed and dissatisfied!”

Vestiaire Collective 1 star review on 24th January 2024

Vestiaire Collective 1 star review on 24th January 2024

Posted 3 months ago

“Now I have plenty of fake items from VC. I bought numerous items on VC. As you may know , one can’t return the item if it doesn’t fit so the only way to get rid of these item is to Relisted them in Vestiaire Collective. Turned out that 8/10 items I bought were fake. Some of these went through authentication controls and passed it, so I was sure I bought an authentic item. However , when I Relisted them right away after receiving, they were rejected by the same authentication team as fake. One item can be marked as authentic or fake at them same time by two different people working on VC.”

Posted 3 months ago

“The customer service is frankly horrible, read none at all, the expertise of their "experts" seems to be a joke, but you can see that they have AI or staff posting positive reviews, all the positive reviews sound the same, give minimal information. Frankly I prefer to use other websites, as they are more reliable, have more knowledge and do actually have customer service. Vestiaire seems to be intend to make a quick buck with minimal effort, the app and the website are really flawed and hard to navigate. In case you reach out to customer service, you have to actually press them to read your request and not spam you to death with auto-replies”

Posted 3 months ago

“My latest experience with Vestiaire Collective Uk has been horrible. I sold a watch (ref: 40366314) on 14th Jan 2024. I sent the watch together with the guarantee card and Vestiaire received the watch on 16th Jan. Then they asked me further proof of authenticity. Their online form asked me the date of purchase, I think it’s clear that date of purchase is the start date of guarantee. I am shocked they asked me for this info even they received the guarantee card. I then tried to reach them but it has been a nightmare. The CS chat never replies responsively. The email chat asked me again and again for info that I have already provided. And at the same time I received another email from their expertise team asking me for proof of authenticity…..BUT the so-called expertise’s email address doesn’t work. It seems to me inside the company they don’t want what each other is doing. It has been a nightmare. It has been a huge waste of my time.”

Posted 3 months ago

“Terrible customer service. Customer unfriendly.”

Posted 3 months ago

“I am a veteran seller on a number of sites. I ended up on Vestiaire because I was a former Tradesy seller. I had read negative reviews but was hoping perhaps they were wrong..they were not. Sellers, you are the ones assuming risk when you mail your merchandise. I had 5 sales go smoothly and then suddenly #6…disaster. After shipping within a day of purchase 1/8, USPS clearly shows my item was delivered on 1/11. (Because WE get these notices about the urgency of upholding our end and shipping quickly!). I could see system was not updating to show delivered. I contacted them via chat…painful. They asked me if I had contacted seller to confirm receipt??? Why? I have never had to do this before…and isn’t that part of why they take a cut. Following another useless chat and a post on Twitter they now acknowledge buyer received but they are giving her until the end of the week..what? It has been a week since delivery. This system feels gravely flawed and I feel no support. Customer has shoes, Vestiaire has theri money and I am left with nothing.”

Posted 3 months ago

“Made a $2k purchase (first purchase ever from VC) and got back a quality report that the item did not match sellers description. All the report said was care and maintenance and bag redyed, but did not specify if it was the whole bag or just part. To me, that matters. I asked customer service multiple times and they refused to give me more details, basically just kept repeating themselves that I needed to make a decision based on the info, which was minimal at best. They were quite rude about it, actually. It's hard to make an informed decision without all the facts. They have the bag in front of them for authentication, but can tell it's been redyed, but can't provide details on the redye? That's ridiculous. Especially for $2,000, that's a big decision. This is my first and last purchase with them, as I've had better experiences on other sites, by far. They are an absolutely terrible company just looking to rip customers off. I highly suggest going to the other popular 2nd hand sites, i.e. PM. Nothing but disappointment. Worst ever.”

Posted 3 months ago

“I sold a rare bag and luckily the buyer was somebody who said she would care for it, while it is a lovely bag and has been in the family for ages, it is not my style, I shipped and when the shipping didn't update for 4 days contacted them straight away, so hopefully the item could be found ASAP, I had to send sensitive documents like my ID in an email (that can easily be intercepted and somebody can commit identity theft) the receipt from the parcel shop, a description of the parcel (I even added a picture as I always make sure to take a picture so nobody can claim it wasn't packed securely), I contacted the parcel shop several times, they said everything was picked up. VC is dragging their feet, even on their site it shows it was sent (there is a direct link to tracking) and then come back with a message that they will check and if "my information is correct" (so basically despite it being on their own page suggesting I lie to them) they will check with the carrier. Donna-no-brains could have simply checked on my account, everybody knows that the longer you wait, the less chance there is to find the item. Customer service - ZERO Apart from having had trouble sending the item as several shops were full and could not accept it (I spent 2 days trying to find a shop who could take the item, while they kept on sending me reminders to ship, I wanted to ship!) they then basically accuse me - against the evidence on their page of lying. How would it show as sent if the shop didn't scan it? They now use Royal Mail tracked, where often when the postie picks it up it doesn't even register in the system, if you are lucky it starts tracking later, but several items luckily arrived (2 didn't) without tracking and it was hell on wheels with the buyer and me contacting them so they would release the money. Apart from that they add so many charges to the buyer and the seller, while all the time trying to push the seller into selling lower just so they can ear the commission. The only effort they put in is sending fakes out to pretend that they had great service (you recognise those easily on meaningless 1 or 2 liners - like their customer service or authentication service, totally inept). All Vestiaire does is to throw up hurdles, the "customer service" seems to be a call center somewhere that only replies with automated messages.... Their software is woefully bad, sometimes pictures won't upload, if you try to upload later, it doesn't happen, then they try and moan about "you didn't show" well brainiacs, sort your IT out, I assume the IT department is as qualified as the customer service, cheap and inadequate”

Vestiaire Collective 1 star review on 17th January 2024

Vestiaire Collective 1 star review on 17th January 2024

Posted 3 months ago

“Apart from no customer service, if you try to help a buyer by tracking the item, they will issue a chat ban, you can write to them, then you get the usual stupid auto-reply because the customer service is NON EXISTENT. Write to them, they WILL NOT EVEN READ IT. Customer service is a JOKE”

Posted 3 months ago

“Shady business practices would never buy from that scams it’s customers like this If you contact them they purposefully delay responses to make sure you are out of the 72h window. Chat function is mostly handled by bots with generic repeated answers After you paid them they are not interested anymore in solving issues they have me created themselves ( VC authenticated item shipped fake , Vc authenticated item incorrectly described, package arrived damaged…) Would not recommend”

Posted 3 months ago

“Already 2 weeks wait to get a confirmation of a refund for the order that I see as not shipped (since 23rd Dec). The seller confirmed that the parcel was not given the tracking numbers (carrier’s mistake probably) and no-one can localize it. So it was reported also by the seller to Vestiarie. As mentioned in the terms and conditions, I should have the money back shortly after 30 Dec. Meanwhile the customer care keeps on replying they need another 48h to solve the issue. After 3 weeks there’s neither any info on the parcel, nor refund process confirmation + customer care is days late with replies… Huge dissapointment!”

Posted 3 months ago

“8days still never sent out my order. they took my money and never send my anthing. I have to contact paypal and my credti card copnay today. stay away from this fraudeltn compnay. Sales Order 94030314 January 6, 2024 $228.54 Leather gloves Moncler Leather gloves Ref. 35225290 Leather gloves Moncler Leather gloves Ref. 35225290 Direct Shipping Order received On January 6, 2024”

Posted 3 months ago

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Vestiaire Collective is rated 1.6 based on 1,116 reviews