Name: Vestiaire Collective
Rating: 2.55

“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”

Helpful Report

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

“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

“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

“They will damage and scratch your item and not take responsibility for it. Even when you provide photos of the item right before shipping it. They can’t even authenticate without receipt and they dont know how to handle leather goods. Apparently scratches magically appear during transit! Customer service is unreliable and disappointing just like the rest of VC. It has been days with emails and chats now they are asking as if i did not send anything or was suppose to get an update. Sale fell through and now I’ll be receiving back a bag with a deep scratch that was not there before simply devalued my item. I don’t recommend their platform or to send any of your expensive items through them. Disappointing and unnecessarily stressful experience.”

Helpful Report

Posted 2 years ago

Dear A abou zeid, 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 have been sent three counterfeit items from private sellers. Two of which were a LV wallets, which I have already received my money back for. One is an LV Demur Neverful handbag. They are making it difficult for me to send to them bc I just realized it is a fake and it’s only three weeks since I’ve received it. Do yourselves a favor and buy from RealReal. Their authentication process is thorough. Vestiaire allows the sellers to send directly from their homes to take the onus off of them for authentication purposes. They aren’t worth the trouble and headache I’ve had to go through, and continue to go through.”

Helpful Report

Posted 2 years ago

Dear Stephanie, 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

“Unprofessional and dishonest! An Item I listed was sold, I sent it according to the instructions I got. The sale was canceled after I already sent the parcel, it was returned to me and marked "personal import" instead of a return so I was charged customs tax as if this was a purchase I made (luxury item so, the tax was not cheap!!). I spoke with customer service about finding a solution to this to no avail, no one would help, and no offer to fix the problem or refund the tax I have to pay due to a mistake they could have avoided. Terrible customer service, no availability. I don't recommend listing anything on their website or working with them as if there is any problem, you are on your own, stay away!!”

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

“Very bad customer service and they have… Very bad customer service and they have serious problems addressing the interface and other issues on their app and site. They NEVER reply to mails and their chat takes at least 5 hours to reply. Unacceptable fees that are about 5-15% of the articles. They charge BOTH the sellers AND buyers! Not recommended Tip for consumers: really disappointing interface and service They charge BOTH the sellers AND buyers! Products used: refunds take a loooong time, items ship whenever the seller feels like it. Many sellers cancel on sales without notice. users are often blocked from chats without explanation. They charge BOTH the sellers AND buyers!”

Helpful Report

Posted 2 years ago

Dear Kangelos, 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

“hello im writing this bewerung sinc i orders somthing from vestiar twic they claim that they chack the item if it fits as describet wich dident happend i paid over 40 chf for item to be checkd and the item does not correspodd to decription they dontsend the phot wehr the bag its been mensserment. and wont to accept it all that they say is that they have chekd and im wrong i have sentet photo wher i mensserd the bag wich is not as on description i paid for the bag over 500 chf to bee said just item has been checkd they dont acept the photos wich i sentet of the item now thy have the bag hope to find my rights thru anwalt sinc then i have to wait an answer from my anwalt so bad that i cant uplod photos of the bag that i menssurd and the descriptin thats on web”

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

“Fake bag bought from VC website despite it says “authentication guaranteed”, was soooo complicated and stressed to return/refund. The worst thing is you can NOT unsubscribe from email, I tried to unsubscribe it dozens of times but still get their emails. This website so should be illegal!”

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

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	98%
Accurate And Undamaged Orders	Greater than 86%
Customer Service
Communication Channels	Email

Vestiaire Collective Reviews