Name: Vestiaire Collective
Rating: 2.22

“I would have liked to give no Star to this review, which unfortunately was not possible. I ordered 200€ sunglasses over the platform that arrived with a high delay because tracking numbers changed and the article was repacked and resent multiple times. When the article reached me (after already being in touch with the customer support) it was completely destroyed and I contacted the support with the multiple tracking numbers to get a refund. The glasses are scratched, completely out of shape and the Etui looks like a car drove over it. The article had clearly been repacked after being destroyed and sent to me, as also the multiple tracking numbers and the long delay show. Following the requiries of the damage report I handed in all the documents (including a handwritten declaration with dates and all tracking numbers) and multiple pictures proving how I received the article. The customer support was absolutely unfair trying to put the blame on the delivery service. In the end they accused me of not following their shipping policies for whatever reason even though I didn't sent or return an article... The case was handled by different support people creating confusion and feeling absolutely not understood or valued as a customer. They now leave me with broken sunglasses and a 200€ damage. The worst part of all is that the customer support sent me pictures how their employee wrapped my article and the pictures CLEARLY show that the article is completely damaged! Still they don't cover the damage sending me standardized emails which is beyond unprofessional and embarassing...”

Vestiaire Collective 1 star review on 23rd December 2023

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Posted 2 years ago

“BUYER BEWARE!!!! I purchased a purse as a Christmas Present for my wife. When the purse arrived it has a VERY STRONG chemical odor. Strong enough that when my wife got home from work she asked me what the smell was as soon as she walked in the house. I called within minutes of receiving the item and let them know that the purse had a strong chemical odor. The told me to send the purse back. ONCE I SENT THE PURSE BACK THEY ONLY SAID THAT THEY WOULD RELIST THE ITEM FOR ME, WHICH MEANS THAT THEY ARE OK WITH THE NEXT PERSON RECIEVING A STINKY ITEM. THIS MIGHT BE THE WORST CUSTOMER SERVICE THAT I HAVE EVER HAD. THEY ALSO REFUSED TO LET ME SPEAK TO A MANAGER. edit: Also the seller was listed as an expert seller which by their terms gives me 14 days to return and it was returned within minutes of being received. They also list odor as unacceptable on an item classified as "Very Good Condition" and wont honor that either. SO SAD”

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Posted 2 years ago

“They are so slow to respond and help with expensive purchases, bought a rolex and paid for them to authenticate it and check reference number, serial number and show a picture of the movement. They did nothing of what i asked, thats unacceptable when im spending 3,5k with them. Their site allows sellers to lie about their watch diameter and face no reprecautions. The watch i bought was listed as an explorer but when i went and got it checked it was a redialed airking. The watch got through their supposed "professional supervision" without them noting or checking that the watch is not damaged or waterproof and i receive a watch that has condensation on the crystal. Currently i have been trying to get them to send me a return label but im not hearing anything from them other than getting a copy and paste generic "We know waiting can be frustrating, but we are busy and is trying hard to get back to you". I recommend not buying watches from this site”

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Posted 2 years ago

“Do NOT use Vestiaire Collective. I have bought 3 items and sold 2 and every single transaction was a headache and it was all caused by VC. The app is complete trash, full of bugs and glitchy af. I received plenty of offers on my items but the VC app never sent notifications to me to alert me to them, even though my notifications were turned on. VC never included my house number in my address, no matter how many times I updated it. Every time I ordered something my package did not contain my house number in my address and would be sent back or I had to spend hours on the phone with shipping companies to fix it. After sending an item that had been sold within 3 days of the sale (a 5 day period is given before it's cancelled). After I shipped it, VC cancelled the sale even though it also showed it had been sent successfully. It took 1.5 months of long hours on the chat and with the buyer to finally get paid. I ordered another item and again the shipping address did not contain the house number even though I corrected it over and over again. I paid extra for a home delivery and ended up having to spend hours on the phone again with the shipping company to re-route it to a packet shop for pickup. I requested to have a refund for the extra shipping costs I paid for a home delivery--the LEAST VC could do--and the customer service repeatedly said they were sorry and understanding of my frustration but offered no solutions or help. They didn't even offer a solution to fix the ongoing house number missing from my address. So I have had enough -- I'm deleting this app and never purchasing anything on it ever again and I will make sure to spread the word that they are not worth any other person's time or money. There are other great secondhand platforms out there that actually work, have decent customer service, and user-friendly platforms... so BYE!”

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Posted 2 years ago

“I'm not sure how they can still be in business, the customer support is not there, as a seller, you are totally lost, they do what they want, pictures don't upload, the website lists it as another item or brand, despite the fact that you listed it as the right brand. I'm not sure there are people on the other end, their authentication service is ridiculous and only there to make money, I listed twice items and showed all the flaws clearly and also mentioned them, they rejected despite those flaws and didn't even ask the buyer, who then messaged me, we (with great difficulty) communicated that I would list on eBay and they ended up buying this way. I take pictures of all items I sell, as some buyers switch the items, claim they got something else and you get something totally worthless back, Vestiaire just doesn't seem to care.”

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Posted 2 years ago

“THE WORST! Never order anything from them. I have been buying and selling on the site for a couple of years, and it has gotten worse and worse. I ordered two things over a week ago. One order is lost and the other was never shipped by the seller, and Vestiare is not refunding the charge, even though they say they do it automatically after a week. The chat is horrible and no help. They just repeat useless information about their policy and don't DO anything. It is impossible to get anyone who can actually help you. There is NO customer service. AVOID THIS SITE.”

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Posted 2 years ago

“HORRIBLE for sellers. Ive sold hundreds of items on eBay, poshmark, Mercari. Every platform has its quirks but this one is NOT WORTH IT They police your photos. I tried to model clothes and they deleted them. Close up photos - deleted. I have learned from years of selling PEOPLE WANT to see clothing modeled. They ban you from chat for no reason. Nothing but low ball offers and a glitchy site. Always trying to get you to lower to Walmart prices. They just DELETED 300+ of my listings because they no longer support the brands I’m selling …. Like what ?? Are you trying to lose money and sellers? I even had people ask me in chat “where did that dress go I wanted to buy it”. Some “green washing” PR stunt NO ONE asked for… Also they won’t let buyers cancel an order, so I had to ship a buyer an order they did not want and felt bad… like why can’t you just let them cancel? Bizarre !! STAY FAR FAR AWAY”

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Posted 2 years ago

“They are incredible horrendous, they now use Royal Mail tracked 48 for sending, twice now something went wrong with the scan, despite the postman having picked something up, instead of the confirmation mail I get that they couldn't pick up my parcel, you kidding me, Royal Mail has it, the idiot bot who claims to be customer service tells me each time to wait, then it shows as not sent, I lose my item. I asked the postman, he said he can confirm he picked it up, but it is the system, tried to talk to Vestiaire, gosh, almost like talking to a brick wall, they deliberately never give you a straight answer or do anything. I noticed they even have stopped replying to reviews with their generic copy and paste BS, given up the pretense to care, but however they still send their shills to post glowing 1 liner reviews about how great Vestiaire is. Btw be careful, they also change all the time their criteria, but never tell you, so the clueless and untrained who pretend to be authentication can knock back cheaper items to make their cut, because when it comes to high end, they are totally lost and about as smart as their customer service. Total shysters, Vestiaire is not interested in the environment, they are interested in ripping buyers and sellers off, I think the only reason why they have a 1.6 star rating is because they send their shills to do the odd 5 star review”

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Posted 2 years ago

“Absolutely horrible, sold an item and sent the same day, then it is at the parcel shop ready for pickup, only the buyer tells me she goes there every day, the parcel shop can't find it, she tries to contact Vestiaire who request a lot of documentation from her that she doesn't have because she has NO PARCEL, according to the tracking it is still at the parcel shop, so the job from the "customer service" would simply be to call the delivery company (Evri) and ask to open an investigation, as Vestiaire has issued the label but they don't! So the buyer has no dress, I have no money and Vestiaire customer service tries to keep it that way, screwing us both over as they have the money, who cares about the buyer or the seller, if they would look at the tracking it is clear as day that I have sent it and the buyer has not received it, but the mental capacity of the people they employ doesn't stretch that far. This company is the worst and are possibly only in business because there is not enough competition. Customer service? You are having a laugh! They send out standard replies and avoid doing anything, not sure if their "staff" is too lazy or too stupid to do a good job, maybe they like their staff this way, because they have the money. I documented everything because with direct shipping some people steal items but they are not even interested. If you think Vestiaire cares about sustainable fashion, THINK AGAIN”

Vestiaire Collective 1 star review on 2nd December 2023

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Posted 2 years ago

“DO NOT SPEND MONEY ON THIS SITE THAT YOU ARE NOT WILLING TO GAMBLE AWAY ENTIRELY, BECAUSE IF YOUR ORDER HAS ISSUES, THEY WILL NOT HELP YOU. The customer service is NON EXISTENT with this company. I ordered two items. One item was cancelled for no reason. The other showed up a month later. It was a pair of gloves. THEY SENT ONE GLOVE. When I contacted the company, they tried to place blame on the carrier and drew out the "investigation" process. The carrier did their job. The package showed up perfectly in tact. They refused my refund. I have multiple email threads showing how absurd their responses are. I started a chat thread on the website, and the associate told told me she was ending the chat and to "refer to the previous emails". I honestly have never been this turned off by a company in my entire life. If I could give one million 0 star reviews, I would. DO NOT SUPPORT THIS COMPANY!”

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Posted 2 years ago

“I’ve been a buyer/seller of Vestiaire Collective since 2015. Unfortunately VC is not what it used to be, their quality department cannot differentiate fake from authentic items. They are not trustworthy anymore. I’m cancelling my account and I would advise anyone not to buy anything from them, their customer support is the worst.”

Vestiaire Collective 1 star review on 23rd November 2023

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Posted 2 years ago

“To be honest I was not expecting this kind of appalling behaviour from a company that refers to themselves as the saviour of sustainable fashion!!!!Bought a pair of boots size 35 and I received size 34. Customer service won't refund even though its a false advertising and misleading. Won't spend any more money there. They won't take any responsibility at all.”

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Posted 2 years ago

“I listed an item for sale on Vestiaire Collective and my item was purchased. After mailing my item to the midpoint where they verify the quality, they found the item to be in different condition than I described. I listed a designer handbag that still had original tags on it, original packaging, and has never been used. My mother bought the bag nearly 30 years ago. On my listing, I shared that the bag had some leather peeling, consistent with age and that the bag had never been used. All true, but on their report they described the item as “good” condition instead of never been used as I had described it. The buyer rejected the purchase after seeing this report. They then gave an option of storing my bag in their facility OR having it returned to me. I clicked the return to me button and went about my business. A week later I reached out to support because I hadn’t received any tracking information. They shared that my item had been delivered and finally sent me the tracking. It had been delivered to an old address, and not the address I had sent it from. Unfortunately I no longer live in that city, FedEx cannot do anything about it, and now my mother’s handbag is lost in NYC. Supports only solution was that I reach out to fedex. If they had sent me tracking information and had me verify the correct return address I would not be in this situation but now unfortunately there is nothing I can do. Also the customer service representative was trying to gaslight me and say that I “just changed the address” to the old NYC one. Overall I find the company to be extremely unreliable and I cannot say I had a good experience. Knowing what I know now, I would never purchase or sell on the platform again.”

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Posted 2 years ago

“Geht ja gar nicht, man soll alle Makel zeigen und beschreiben, wenn du das machst schauen die Deppen in der Kontrolle nicht mal auf die Bilder oder Beschreibung und lehnen es ab. Sind das Analphabeten oder was? Ich glaube die würfeln, und der Kundenservice ist unterirdisch, die geben keine Antwort oder es ist nicht ihre Abteilung, sagen sie leiten es weiter und dann hörst du nie wieder von denen.”

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Posted 2 years ago

“Ich musste selber Zoll Gebühren zahlen für meine eigene Artikel, die Antwort von vestiare war: Diese Situation tut mir wirklich leid. Ich möchte Ihnen wirklich dabei helfen, aber dies ist der Prozess, den wir befolgen müssen, und wir können nichts anderes für Sie tun. Es tut mir noch einmal leid.”

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Posted 2 years ago

“Terrible customer service! First, the (professional) seller has been ignoring me for 10 days now, and the customer service can’t do anything about it lol. Then, the customer service tells me that the discount code on 120€ off will be valid until 17 November (for another week) which turned out to be a lie because the discount expired at midnight while I was still waiting for the seller‘s response on my offer)!!! Now I have neither the discount, nor the offer from the seller (still not reply!!). I tried to reach to customer service to ask why they lied to me about the validity of the discount code and therefore deprived me of the opportunity to get the discount on the bag I’ve trying to buy now for 2 weeks, and they stopped replying!!! At least accept that you screwed up and lied to the customer. What is wrong with this platform? They track customer’s data (you activity what you put into favourites and your bag) and send them stupid FAKE notifications such as „the seller is ready to drop their price to X“ - don’t believe these messages because they are not true (I read about it and also know myself as the seller had rejected that price offer before that notification came in, so there is NO WAY „the seller is ready to drop their price to X“). They just try to make you anxious and purchase immediately! Don’t believe it. Not the first time I have terrible experience with Vestiaire Collective. If not this particular bag, I would have never returned to this platform.”

Vestiaire Collective 1 star review on 13th November 2023

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Posted 2 years ago

“Horrible experience. In September, I ordered a brown crocodile Saint Laurent handbag and instead received a black Love Moschino handbag in a Saint Laurent box and dust bag. Initially the company appeared helpful but insisted that we file a claim with the shipper (fedex) despite me repeatedly saying this was not their fault because I received a perfectly intact and unopened shipping box. The box simply contained the wrong items. That led nowhere. I continued to try to have a dialogue with customer service team because I paid an authentication fee on the site and still received the wrong items. But they have done nothing. It’s nearly 2 months later and I have not received the correct bag nor have I received a refund of my $1300. And this morning I received this: “Please be informed that the team has confirmed that the right has been shipped to you so they did not make wrong action on this.” Really? Then how come I have a Love Moschino bag and not a Saint Laurent bag. Buyers beware.”

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Posted 2 years ago

“Warning to all future VC clients. I bought a shirt from VC that was described as "very good condition". The shirt arrived with a stain in front of it (10cmx10cm). it is a oil stain, so cant be cleaned. I reached out to VC and send them a picture of the stain, but they firmly claimed that there is none. After sending the shirt back, they had the guts to confirm that there is no stain. They re-listed the shirt, including my picture of the stain, which is absolutely ridiculous. if there is no stain, why add the picture of the stain? i absolutely don't understand how such an obvious stain can be ignored.”

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Posted 2 years ago

“What a terrible customer service Vestiaire Collective have. Their algorithms bans you for no reason from the chat which is a very frustrating process to get your ban lifted. After writing numerous messages, and only receiving standard replies with promises, it took them almost a month to lift my ban. Unfortunately, after 1 day they banned me again for no reason. They just don't want you to communicate with other customers. Fed up and I am going to try other platforms as there are so many on the market. VC is not worth your time and efforts compared to the frustration and aggravation it gives you.”

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Posted 2 years ago

“Terrible and incoherent customer service and completely incompetant. I sold a belt that I had bought from the CELINE store on Bond Street. Provided all the authentication, including card, serial number, original receipt (with my details on it) and all the original packaging and I got a generic email back to say it had failed authentication and I needed to pay £15 to get it back. No further explanation. Their chat service is a joke and they take forever to reply. I want my money back and I'm never using this useless app again.”

Helpful Report

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