Login
Start Free Trial Are you a business? Click Here

Vestiaire Collective Reviews

1.5 Rating 1,438 Reviews
12 %
of reviewers recommend Vestiaire Collective
Company Reviews Questions Metrics
1.5
Based on 1,438 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
Visit Website

Write Your review

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Debra
Unverified Reviewer
“This place is a scam. I have not received my order for almost two months now. The rest of my orders were canceled for no reason! I talked to 10 agents about my refund but they refuse to do so! Do not order from here! Order from The RealReal l!”
Helpful Report
Posted 4 years ago
Daniil
Unverified Reviewer
“I bought a used expensive bag from the UK to avoid customs fees since I'm also in the UK. Initially, the checkout page showed no additional taxes expected. Since the bag was subject to authentification, it was first sent to the authentication facility. I had nothing against that BEFORE I KNEW THAT THIS FREAKING AUTHENTIFICATION HUB IS IN FRANCE?! Now I should pay a couple of hundreds of pounds for customs fees, in other words, for importing my bag back from the authentification facility in France. BUT THIS BAG WAS INITIALLY IN THE UK. I wasn't advised that the authentification hub is not in the UK and might be charged additional fees. What is even more ridiculous they have such information on their website, but it is hidden deeply in the FAQ, and I found it myself when I saw that the bag was sent to France, but not when I was placing the order. I contacted the customer help, but they were useless and rude. They told me they couldn't cancel the order and shipping (I reached out to them 2 hours after the bag was shipped), so the only way I could get the bag now is to pay the fees. I demand you, Vestiare Collective, to cover the customs fees yourself. Anyway, I will never order on your site again and advise everyone to beware of your scam-like service. Finally, please, don't forget one of the general rules of marketing - satisfied client brings two new clients. Unsatisfied client takes four new prospects away.”
Helpful Report
Posted 4 years ago
Rukia
Verified Reviewer
“5 weeks has passed since my item was supposed to be delivered and it hasn’t yet arrived. The customer service is beyond appalling. In order to open an investigation that my item hasn’t been delivered, bearing in mind they have told me it hasn’t been delivered as per the tracking information, I have to submit a hand wrote letter as well as share my personal ID. The whole company is a joke. The reviews are terrible. Absolutely disgusting. Avoid this service and website.”
Helpful Report
Posted 4 years ago
Darina
Verified Reviewer
“The most incompetent customer service team EVER! As a seller, the platform will never ever be on your side, and you will be left begging for your own money to be transferred to you. I have sent the purchased item the next day after the purchase (on the 30th of September) via Direct Shipping. A. Hermes delivery lost the package for 4 days. B. It was delivered to a drop off location on the 8th and has been there ever since. (it is the 22nd now) C. The buyer has been notified multiple times to collect the item (ONLY after I asked Vestiaire to, cos they don’t do anything themselves) D. I have now been contacting customer service for two weeks, with no resolution, no support, absolutely no accountability while the platform is still keeping and claiming MY MONEY. The package has not been accounted for almost a month! It can literally be anywhere, in a puddle somewhere, getting stomped on, in a bin and yet SOMEHOW Vestiaire claims that it is still my responsibility and when or rather IF the customer collects it and something is wrong with it, it's my responsibility and I will not get paid for it! (It was a brand new item by the way, with all the tags, hygiene stickers, labels and a dust bag)!!! That is absolutely disgusting service, impossible to get. in touch with, they refuse to give me a contact email for a manager or a team leader and just say "it is what it is". DO NOT USE THIS PLATFORM IF YOU DO NOT WANT TO LOSE YOUR MONEY.”
Helpful Report
Posted 4 years ago
Enrique
Unverified Reviewer
“They lie .I sold an item and the Bayer didnt pick up so the currier send back te parcel.Vestiare lie because it policy dont allow customer refund a good, but They normally do it. It is a fraud If anyone sale and the client dont pick up it, it should be esponsability of Vestiare They should collect the item, pay the seller and through away hustlers”
Helpful Report
Posted 4 years ago
Sara
Verified Reviewer
“Most horrible service. Please do not use them. All of the reviews below are completely accurate. The customer service is a joke. If only I could post my email chains on this site - my item has been missing for a month now and they keep telling me to call Hermes (the courier) even though they know very well you cannot speak to Hermes. They keep saying “I will personally follow your order and get back to you in 7 days” and guess what- they don’t get back to you. This company is a joke. I recommend to buy and sell elsewhere.”
Helpful Report
Posted 4 years ago
Sonia Weston
Unverified Reviewer
“Extremely unimpressed. I wish I had checked TP before using VC again. I have only ever sold on VC and I was extremely impressed when I used them in 2018. I just sold 3 Mulberry bags, one went temporarily missing with UPS (eventually located thank goodness and the buyer has it) but the VC Customer Service was wholly useless. And now, even though supposedly there is a 72 hour window, 11 days later, another item I sold is being returned to me. How did I find out? An email from VC, as you might expect? No. Via UPS telling me a package is en route. Apparently my sale has been cancelled as the item is not as described. It is exactly as described and so now I am anxiously awaiting to find out if my bag is being returned to me (in which case I will breathe a sigh of relief) - or - as had not even occured to me during the sale, as they now offer direct shipping, goodness knows what the buyer is going to send back to me. Another review on here suggests that they can damage or swap the item and return! SELLERS BEWARE - I would insist on going via their authentification at least so there is no risk via direct shipping. I hope to goodness I get my item back or I will be taking VC to small claims court! In any case the premise is now risky, and their customer services is atrocious.”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“I listed and item with the description that was literally written on the receipt of the item when I was purchasing it ( I got couple of presents for my family and as I couldn’t go see them and the holiday was over , I decided to the items) . Couple of days after the sale of Vestiare gone through I got a message that the sale was cancelled and they send the item back because “the item do not match the description” . I immediately contacted the support with the photo of the receipt. Of course nobody bothered even to look at it. They are just a bunch of scammers , who do not know how to authentificate the items and do the job”
Helpful Report
Posted 4 years ago
Nikki.b
Verified Reviewer
“Did not receive full refund: I purchased a Chanel pin for $460 that didn’t pass VC inspection. They only refunded me $419 claiming I do not get refunded for fees! Total BS! I’ve had purchases before that didn’t pass and this is the first time they’ve kept my $! I will never buy from this site again!”
Helpful Report
Posted 4 years ago
Anne
Unverified Reviewer
“I've been waiting for my refund for a month. I talked to numerous people that work at Vestiaire about this and they keep telling me that my refund will be sent within 24-72 hours. Not a trustworthy company. I'll never buy from here anymore.”
Helpful Report
Posted 4 years ago
Heidrun Stangenberg
Unverified Reviewer
“Beware - online fraud! Vestiaire wants money (81,60 Euro) for I necklace I have never ordered or received. I have received an urgent demand for payment. I am not a customer at Vestiare. In the summer a wrinkled and empty envelope arrived I couldn't make anything of. That was probably the trick. They told me in the chat that this happened quite often recently, but that they can't help. I am furious that I am supposed to pay for some criminal action!!!”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“I sent them three items which they accepted immediately. When they didn't sell, Vestiaire kept recommending I lower the price. I did that and then decided I would rather get them back and give them away. I can't get Vestiaire to return them. Email upon email has yielded no results. It's incredibly frustrating.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“I never received my order. It is the worst eshop I have ever seen. They shipped my order with a carrier that they chose and it was lost. afterwords I told them that I didn’t receive my order and they told me that they would investigate this case .after three weeks investigation I haven’t been refunded yet .they hold my money and tell me every three days that they need more days to find out what happened. They knew from the beginning that I didn’t receive my order but they just delay the refund Because they want to keep my money it’s so simple they are fraud.”
Helpful Report
Posted 4 years ago
Sam
Unverified Reviewer
“I sold an item on verstaire and sent through to verifaction process. Their "experts" on reciept of my product damaged my item and then said it was recieved like this. As a result my buyer cancelled and i am now left with a damged Tiffany item that they are not taking responsibility for. They LIE and take money from people. AVOID USING VERSTAIRE AS THEY ARE SCAMMERS. The customer service team also are useless. THIS COMPANY SHOULD BE BANNED FROM TRADING.”
Vestiaire Collective 1 star review on 1st October 2021
Helpful Report
Posted 4 years ago
Elise Augarde
Unverified Reviewer
“I am really disappointed by Vestiaire. I have made some nice finds in the past. But when things go bad and your need their customer service, well then you are on your own... I recently bought a shirt that was described as 'never worn'. The shirt arrived with dozens of stains. I raised the issue within 24 hours of receiving it, following VC processes (you have 72h to do it). A couple of days after, the shirt appeared as approved on the app and the buyer had been paid in full. When contacting VC they told me they couldn't find a trace of me raising the issue and therefore the item was approved and the buyer paid. When I told them that I did raise the issue, even showing proof of it, they would just deny it and say that they couldn't refund me. I am furious that I have to pay the price for their tech not working! My advice to all of you is 1) avoid buying on VC or 2) if you do, make sure to screenshot or record your screen when you raise an issue to keep proof you did. They are breaking the Consumer Rights Act 2015 and they just don't care about it. Scandalous!”
Helpful Report
Posted 4 years ago
Jarek
Verified Reviewer
“Their verification team is a joke. Tried listing 2 bags from LV which were bought MYSELF directly from flagship stores. Provided them with all photos, receipts, tags etc. Then got refused cause they were not able to confirm authenticity. Like, why? You had all details, everything was right there. Who are you employing to do these verification? Trained monkeys?”
Helpful Report
Posted 4 years ago
Selina
Verified Reviewer
“I have had a sold item sitting waiting to be collected /paid for for 7 days and no help or response from my attempts to reach vestiare- useless customer service DONT USE”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“SELLERS: AVOID AVOID AVOID. -Unable to verify and authentic item and asks for processing fee- Ridiculous company. I have recently sold an authentic Dior item on Vestaire and sent it to them, after ‘verification’ then they sent me the following email: Tell us more about Bracelets Dior o help us check your item’s authenticity, we’d like you to send us the following: - Proof of purchase - Details of where and when you bought it You’ll need to send these details to expertise-vestairecollective.com within 7 days. These are criteria’s that they didn’t ask for when I listed my item for approval/ before I post the item. I don’t know the exact details as the bracelet is a gift from my ex-boyfriend but it is for sure an authentic Dior. So didn’t reply to the email and days after I got another email asking me to pay them to get my item back: We would be happy to return the item to you. If you’d like to have it shipped to you, we just ask that you pay a fee of 12 £/€/$, which covers our processing costs per item. This 12 £/€/$ payment can easily be made via bank transfer using the following details: Bank: Crédit du Nord IBAN: FR76 3007 6020 2017 1439 0020 058 Account Number: 17143900200 BIC Code: (Bank Identifier Code) NORDFRPP IMPORTANT: Please ensure that the bank transfer description includes the item reference number and your surname and first name, as indicated on your Vestiaire Collective account. Once you have made the payment, please send us proof of the transaction. To do that, click below and complete the contact form using the following responses to the prompts: Topic: Seller I need some help with: Quality Control & Authenticity I have a question about: I’d like my item shipped back to me How ridiculous. They are literally charging sellers for their inability to verify the items by the so- called authentication team. So I contacted them with chat and the agent just replied with sorry I will let the team know about this but for now we will still need the processing fee to return the item. WHAT A SCAM.”
Helpful Report
Posted 4 years ago
Anna
Verified Reviewer
“Sold an authentic Chanel jacket in excellent condition. My listing had over 10 photos detailing the inside and outside of the jacket. I shipped the item right away to VC. I just received an email from them stating they are canceling the order because they could not verify authenticity and I must pay 12 Euros to get my $3K jacket back plus bank transfer fees! Wow! What a racket! Why didn’t they contact me first before canceling the sale. I emailed them (their customer contact info is so hard to locate on the site) with proof that my Chanel jacket is authentic including photos from the Chanel catalog showing the serial number, buttons etc on the catalog matches the details on my Chanel jacket. I am so angry. What a rip-off site. They are in the wrong here. Their authenticator is an amateur and should be fired. I will not back down because I know I am right. My Chanel jacket is authentic.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“Will NEVER sell on VC again. I have tried to sell 6 items on VC and with TWO of them I had an issue. The other one was a Gucci handbag bought by myself directly from Gucci store and the listing was been refused. The other case were my Dolce & Gabbana shoes which were sold. Still the buyer could return them. No explanation to me why the return was possible. Again, the shoes were bought by me directly from store and in impeccable condition (many pics were attached). I mean, my experience with this place had been Beyond bad. I contacted the customer service (ie chat, no possibility to call) and there was this annoyingly polite but oh so ignorant SA who repeated that my issue is been taking care of. The only thing I got was this: rest assure, our IT team (what??!!) will take a good look on this. In the other place it was their Management and legal department that was taking care of my issue. Rest assure. O-M-G!!!! Pretty speechless after my experience. How to fight against the System??”
Helpful Report
Posted 4 years ago
Vestiaire Collective is rated 1.5 based on 1,438 reviews
Our Company
Business Solutions Impressum Terms & Conditions User Privacy Policy Business User Privacy Policy Data Protection Data Request