Name: Vestiaire Collective
Rating: 2.22

“I wish it was possible to rate this company less than 1 star. My problem started in September ‘23 and has still not been resolved. A package I had sent ro Vestiaire Collective, using their label got lost. Fedex has already reimbursed me $100 because that’s all the package was insured for. A Vestiaire representative said to me that they would compensate me if this package was lost. Vestiare has denied my claim refuses to call the FedEx resolutions department. Since Vestiaire is in charge of the label I used , FedEx will not send me a letter that the package is lost. Fedex has sent me a letter that the package was in their possession since September. The item I had sent sold for $3400 they have offered me a $50 credit. Insulting! I have attached a letter sent by FedEx to me. It is obvious that this package was lost.”

Vestiaire Collective 1 star review on 26th February 2024

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Posted 1 year ago

“Bought a sweater with tag 48IT which means it’s M size. When it arrived and tried it on, it’s actually way too big for being 48IT. It seems like XXL. Vestiare refuse my return because the tag matches the descriptions even thought physically it’s way too big !!! I always have horrible experience w them when trying resolve problems !! Does this look 48IT ???”

Vestiaire Collective 1 star review on 25th February 2024

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Posted 1 year ago

“Horrible Customer service i ever seen and authentication service as well. You can contact with them only by chatting with assistance, not by email, not via phone. I sold my authentic Zimmermann dress there which one supposed to be go trough authentic service team, and they cancelled my sale and said my dress is not authentic with no proof and reason, i send them my proof of purchase, original invoice and payment ( i purchased this item 2.5 years ago), so if you don’t have original proof of purchase, you not gonna win. And even after this they told me NO, i don’t have no comments on this. I said ok, send me my item back. I was so exhausted about all this conversation. They asked me to pay $15 fee to get my item back, UNBELIEVABLE. I asked them provide me step by step where and how i can pay. 2 days after, agent contacted with me again and said my item will go to 2 nd authentic check, since i provided my invoice. 3 days after nobody’s contacted with me about my item. I contacted with them by myself and new agent told me again my item not authentic and sale was cancelled and asked me to provide invoice. I was shocked, i tell him i already did with previous agent. I don’t have no words, the most worst service ever.”

Vestiaire Collective 1 star review on 19th February 2024

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Posted 2 years ago

“You can't contact them via eMail, I don't know where the eMails go to, but you should get a confirmation that they received your request in your email, doesn't happen, so I went to chat, that was another horrible experience, some Jack couldn't care less that the buyer doesn't pick up from the parcel shop and my item will soon be returned, because they send reminder eMails, expecting them to pick up the phone to call the buyer, nope, too much like hard work. I told him that the contact eMail doesn't work, genius sent me a link to the contact form that I used and that doesn't work. I told him what is wrong, he wants me to send him a screenshot, how can I send him a screenshot of NOT getting the confirmation eMail? Seriously, do they deliberately employ people who are totally incapable? I'm honestly shocked, their IT always has problems, but they don't seem to be remotely interested, maybe they like having the problem with the eMail as the chat experience is a total horror show which people tend to rather avoid. So basically you are sending them a message if you have an issue, since you never get a confirmation, they don't have to reply and then the window will have expired... Great business model for NOT providing any kind of customer service”

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Posted 2 years ago

“Love shopping on the platform and I've been doing it for quite sometime. As long as you pay attention to the condition pictures and other details of the items you're good to go . Things are a bit more expensive then other sites but this is to cover the commissions which I understand. Everyone is in for the money so all good. But God forbid you should need help or need to contact their customer service. Horrible response times and even whwn they do they give you half answers or none. My last experience was related to a product advertised as physical authentication included (means product is physically checked by someone at vestiaaire before you receive it). I asked support why i had to pay for the physical check if the product was advertised as having it included in the buying service and the answer was and I quote " if you want to buy it go for it, if you do not want, just purchase another bag ". There can be mistakes made in the way the products are put up for sale and that's OK. Id rather deal with crazy demanding sellers directly like on other platforms then with their customer support.”

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Posted 2 years ago

“Vestiaire juat suspended my account for no reason at all. I have that acount for years and they suspended just like that in one day , also they suspended my sister account and friend account . No customer service nothing . I ve send them a email still no answer.! How is that possible They also increase fee for buyer , for what exactly i don t know.since the increase i didn t sell not even one item because of the extra fee on top of my price. Shame disappointed and disgusting! I was since the beginning of this platform a buyer and a seller. Thia is not how they should threat their clients.”

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Posted 2 years ago

“I hope everyone is warned about this company. Check out their rating on Better Business Bureau. After being a loyal customer and spending thousands of dollars on their site, I was ripped off. Ordered a necklace and the box arrived empty, no necklace. I had to send them pictures of an empty box, a handwritten note and my ID for them to even investigate. Weeks later, they wrote me and said they determined that I was wrong and the necklace was in there. It was only around $100 but it’s the principle, the box absolutely did arrive empty. Just google “ Vestiaire Reviews” you’ll see for yourself. Wish I had done that and seen their Better Business Bureau Rating of F before ever shopping here.”

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Posted 2 years ago

“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?”

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Posted 2 years 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 :)”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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!”

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Posted 2 years ago

“Purchased what was suppose to be a Louis Vitton purse and paid for authentication when I got it just didn't look or feel right. With some red flags they asked me to send back and are still saying it's authentic. I have asked them to explain how but they are saying the matter is concluded. I have now raised a dispute with the credit card company. I don't know what yo do about having the goods back as part of me doesn't want them trying to sell to someone else but the other part of me is I'm loosing loads of money. Won't be using them again as the customer service is shocking”

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Posted 2 years ago

“Obviously Vestiare ONLY CARES about their own profits I bought a very expensive 520 fr/eur Saint Laurent altered suit, which was supposed to be size 46, instead I got a clear size 44. I can NOT fit in this suit in any way possible. When I asked to return the suit, Vestiare didn’t even take into consideration my request, bearing in mind the value of the item. This is HOW Vestiere is treating their customers? Absolutely unbelievable. I would have never expected such poor customer service! Especially, as I paid over 500 francs (600 usd) for this item, which did NOT fit me at all & I could NOT even return it. Unbelievable. I will NEVER buy from Vestiere again. And do not recommend to others either.”

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Posted 2 years ago

“They charge 15$ for authentication, which is worthless because they have no idea how to do it. IF you see a lot of negative comments about their customer service, it's fully warranted. They have no refund service so if the seller is good , you're good, if not, tough luck.”

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Posted 2 years ago

“I just bought a bag from Vestiaire collective and it came not as described. I tried reaching out to customer service on their website 3 times and got no response, I also sent two emails and got no response. I am very disappointed and won't be buying from Vestiaire ever again!”

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Posted 2 years ago

“Do not expect your item to arrive. I placed an order on Vestiaire Collective in early December for Christmas, but the seller shipped the item without providing the necessary code to open the designated locker. Despite the steep shipping fees of 10-15 euros for domestic shipments, the site failed to deliver a basic service. When I tried to address the issue with both the seller and Vestiaire, they played the blame game, leaving me stranded without the correct codes to contact the shipping company. Despite my efforts to reach customer service daily for a week, there was no resolution. The item was eventually returned to the seller due to the incompetence of Vestiaire, and there was no apology or plan of action to prevent such mishaps in the future. Their repeated response of waiting to hear from the shipping company was utterly inadequate. A week of no follow-up and an inability to provide pickup information make this a truly terrible experience.”

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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