Name: Vestiaire Collective
Rating: 1.95

“This company is the worst I’ve ever experienced. It has taken me 3 months to resolve a very simple issue involving a site credit. They response with standard (automated) answers not addressing the specifics & ask the very same questions that I had already explained previously. After it was finally resolved, today I received a email with a new discount code for a site credit. They didn’t even have the correct records that it had already been used. Furthermore the site credit that I received today didn’t even work. Crazy!! I would highly recommend that you do business elsewhere. It’ll save you lots of stress & frustration.”

Helpful Report

Posted 2 years ago

Dear Judi, We are getting back to you regarding your recent request on your voucher. Upon verification, we do confirm that your side credited -changed into a voucher to be effective on our platform- has been already used. Therefore, your voucher has been reactivated and does work, upon testing it on your account. Thank you for your understanding, The Vestiaire Collective team

Posted 2 years ago

“They owe me money, and their customer service is SO frustrating. I have money left in my account from Tradesy before it switched to Vestaire Collective. It was trying to auto deposit to a bank account that doesn't exist anymore. I tried to change the bank information/provide my PayPal address, but it wouldn't work. I reached out to customer service on January 4 asking for help with this problem. After an incredibly frustrating exchange where the customer service representative "Merry Rose A." who was super slow to respond to very basic questions (How will I hear from you after this? Will I be receiving an email? Etc.) and provided no solution to the problem, I was told to give them 2-3 days to figure it out and get back in touch with me. That was a week ago. On January 5th, 6th and 7th, they sent me this generic message through the chat function: Hi Mary, We've not forgotten you! Our teams are still working on a solution for you, and we're really sorry for the unusual delay in getting back to you. We will be in touch within the next 24 hours to resolve your enquiry. We understand it's frustrating to wait, but please don't submit your enquiry again as this can add to the waiting time. Thank you for your patience. The Vestiaire Collective team Today, as it's been four days since I've heard ANYTHING (not even this generic repeat message), I reached back out. Nothing. No response. I was on Tradesy for years, and I made them a lot of money. I even promoted them to my friends and also for free on YouTube just because I enjoyed the platform so much! Vestiaire Collective is terrible with customer service for this very basic issue, so I don't trust that they would take care of my buyers or me as a seller. I'm taking all of my listings off this platform, and I will not be recommending it to anyone. Don't list here. Don't sell here. If they're so reluctant to give me the money I earned, I can't imagine they'll be any quicker giving anyone else their money either.”

Helpful Report

Posted 2 years ago

“Some really incompetent people work there. Terrible customer service. They need to fire everyone and hire people that know the basics of human interaction and customer service.”

Helpful Report

Posted 2 years ago

Dear R, 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. However, we need to inform that our team got back to you in the meantime to confirm the shipment of your item and shared with you a voucher due to this situation we apologize for again. Thank you for your understanding, The Vestiaire Collective team

Posted 2 years ago

“AVOID!!!!! Worst customer service I have ever experienced! They just don’t listen and do not help at all. Sent an authentic item, they refused the item saying it was fake and cancelled the sale, i sent them the proof of purchase and the answer was why the incompetent people they have working there though my item isn’t authentic, even with the proof of purchase! Now they want me to pay 15£ to have my item back, otherwise “it will be destroyed in 12 months” (actual words from them) I cant just believe how an app like this is still running and legal. Go to depop ebay or vinted, even if they are not the best, still better that VC”

Helpful Report

Posted 3 years ago

Dear Maria, We are getting back to you regarding the reports made by our experts on your recently sold item. As provided by our team, we have decided to provide 2 separate verifications on your item and unfortunately, several elements have been found non compliant with the brand's standards. Due to these and in line with our safety measures, our experts have decided to cancel the sale. Regarding the return fee, we must confirm that it will cover the storage and shipping fees. We thank you in advance for your understanding on our safety procedures and our team will remain available for further support if requested, The Vestiaire Collective team

Posted 2 years ago

“By far the absolute Worst selling experience I have had with over 8k items sold online Just like MANY other sellers ,, I sold and item using VESTIAIRE's label and they never updated the tracking in their system .. Item number - 28114253 .. FedEx tracking number - 3919 5242 7252 Delivered on 12/15/22 and signed for by - JPERROTTA And of course the first message I sent was never answered . I won't hold my breath for the second to be answered”

Helpful Report

Posted 3 years ago

Dear Allison, 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 3 years ago

“Shipped 2 products and noticed system does not indicate shipped, contacted customer support by chat and was told to ignore it, system will update it within 24 hours. System never updated, both transaction were canceled s week later., never received a reply Ref #28314414 Ref#28434570”

Helpful Report

Posted 3 years ago

Dear Irina, 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 3 years ago

“Ordered a bag on12/14, unable to use chat feature with seller. 12/16, nothing has shipped! Hope to receive for Christmas. Tradesy was much easier site to use. Tried chatting with customer service! Again not working. After reading these reviews I’m wondering if I’ll ever receive my bag. Not a happy buyer!”

Helpful Report

Posted 3 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 3 years ago

“I want to report a fraud on your website. The reference number is 28761081, I sold a bag on your website, it's $800. I sold it on 12/8 and shipped it on 12/9. At first, after I shipped it, the system won't update it to shipped, rather it says it's not shipped. So I chat with customer service, Luis Jonas told me to disregard the system, and he asked to contact the buyer. And the buyer asked me if I shipped it, I told her it's been shipped, but system won't update, the fake buyer was very understanding saying that I could just provide the tracking to her, so she can track it herself, it was obvious the buyer and the customer service were on this together. And then the system suddenly updated to "Buyer raised and issue, it's being checked", but at the same time, I checked fedex checking, item hasn't been delivered yet. And then system updated to bag is not as described with a fake picture, and I checked the tracking the item still hasn't been delivered yet. I sent all the screenshots to the customer service asking him to explain, he never replied. This is absolutely disgusting. It's absolutely fraud. Now the item has been delivered. What should I do? So they will ship back the bag in the fake picture, right? Please help to look into this!”

Helpful Report

Posted 3 years ago

Dear Gabby, 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. Upon verification provided on your case, we kindly inform that an item might get soon delivered to you. We invite you to ship it back to us, as we confirm that the payment of your sale has been already processed yesterday. Thank you for your understanding. The Vestiaire Collective team

Posted 3 years ago

“I sold a jacket on their website and it was delivered to the customer within 2 days. My account says it was never shipped. I have proof from the buyer that they received the item and they loved it. I have tried reaching out to VC for 4 days straight through their chat and email regarding my payment. I have only received automated/bot responses. I have submitted a complaint to BBB and plan to escalate further. Absolute WORST. Do not sell through this site.”

Helpful Report

Posted 3 years ago

Dear MD, We thank you for having shared with us your recent sale feedback. We must inform that we are currently experiencing a tracking issue and confirm that our team are working on a fix. Upon verification, we are glad to notice that your case has been taken care of by our team in the meantime and that your payment has been initiated. More information on your item's payment in your sold item's page. Thank you for your understanding, The Vestiaire Collective team

Posted 3 years ago

“Avoid at all costs, not only is the App and the website full of bugs and flaws, they have ZERO customer service, only automated bots or people who barely speak English, their authentication service is useless, quality control will try to justify their existence by finding flaws that are mentioned and pictured, additionally they change their TOS without warning and delete items or increase their commission. What a fabulous idea, charge more for the worst service. Essentially all they do is provide a label, usually with the cheapest and nastiest delivery service who loses your stuff, then you provide them with all your details, heaven knows what the drones there do, and after 6 weeks you might get your money, but do not expect to ever get an answer from them, it will be a copy and paste reply. On the 14th of Devember they send out an email that they charge more: "From 14 December 2022, the Selling Fee in your country for items priced between £80 and £13,000 increased from 14% to 15%." One hell of a warning.... Shows you that they really don't have any respect, please please let there be more resale sites so we can leave this horror show. You can't do it worse than VC. Now stand by and wait for the usual copy and paste reply and be warned, whenever you have a question or there is a problem, this will be something you face.... Just check out all their replies, be it here, on TrustPilot or anywhere else, it will always be a copy and paste.... It's how they roll and why they can fleece buyers and sellers for more.”

Helpful Report

Posted 3 years ago

Dear Member, We highly regret to hear that you are not satisfied with your overall experience on our platform. Rest assured that we'll remain available if you have any ongoing request with our teams, regarding the control or delivery of one of your items. If so, make sure to share with us the item references related to your requests. Thank you for taking the time to share with us your feedback and rest assured of our availability for any further question, The Vestiaire Collective team

Posted 3 years ago

“I purchased a purse and selected the authentication option, when the purchase was completed, approved and paid by Affirm, my confirmation indicated the seller, Jebwa by Murad had 14 days to ship the purse to Vestiaire's authentication division. I sent the seller an email inquiring if there was any way to expedite the shipping to authentication and I received an email from Vestiaire informing me the seller had cancelled my order and I would receive a refund, without any reply from the seller or explanation as to why, it would seem it was because I purchased authentication. The item was relisted the same day. Date of experience: December 09, 2022”

Helpful Report

Posted 3 years ago

Dear Jacquie, 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 3 years ago

“On 21st of November I sold D&G coat on Vestiaire Collective website. First, I receive a message that I should get money on 29th of November. Last Friday on 2nd of December I had a chat with a member from customer support tem and I was told that money was send to me on 27th and I have to wait 5 working days and that I should receive money on 5th of December. Today is 8th of December and I still didn't receive money. VC doesn't pay to the seller's ‼️‼️”

Helpful Report

Posted 3 years ago

Dear Aleksandra, 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 3 years ago

“Be very careful! Their quality control misplaced the strap of my designer bag and no one took responsibility. Customer service just ignored me for 3 days via chat and email and just cancelled the sale stating that the buyer cancelled the sale. I was in contact with the buyer who was very disappointed as she did not cancel the sale and also got no reply from them whatsoever. This is the worst customer service experience ever! They are now sending back a faulty bag without the strap which they have misplaced. Be aware that if there is a problem they will just ignore you and treat you with no respect. They make their money through the commission from the seller so you would expect to be treated with at least a little respect.”

Helpful Report

Posted 3 years ago

Dear Jessica, We highly regret to hear that your sale hasn't been successful due to an internal error and on that, we'd like to submit to you our deepest apologies. However, we'd like to reassure that we have acknowledged the elements you have shared with us and kindly inform that we'll contact you soon by email to offer you the most suitable solution. We'll remain available in the meantime for further questions or queries, The Vestiaire Collective team

Posted 3 years ago

“I am adding myself to the LONG LIST of disgruntled Vestiaire Collective customers. I have also had issues listing authentic items this past November (2022). My feeling is that something has been going wrong at VC - either they have been selling/letting through too many fakes, had issues with customers purchasing fake items (after they authenticated them I am guessing!), or some other issues with their so-called "experts" or "authenticators". Why else would they be rejecting listed items that are so obviously authentic (in my case including photos of the receipt, the date stamps, high-quality and in-focus photos of brand stamps) with really good and honest descriptions etc. I contacted the customers service and have sent in additional photos, repeat photos etc and they still have rejected my items. WHY?? When you ask them about specifics ("What else do you need? What was wrong with my receipt, photos etc?") they use the excuse that they cannot say. RUBBISH. It makes me really unsure about even purchasing items with them. If they can't tell the real deal despite receiving ALL THE INFORMATION, how on earth can they determine something is fake? The weird thing is that there are heaps of bags listed there that have no receipt, bad photos etc, but somehow they got through? Weird. They really need to have a good, long look into the chaos. Another gripe: The automated messages sent by the (poor) customer service agents who have no idea about anything, but have to answer complaints all day. "We'll get back to you within 24 hours" etc etc. GIVE US A BREAK. VC earns so much commission from us, the customer (and yes, they did increase their commission recently without saying a word, but nag the customer to reduce their prices ALL THE TIME). They need to do better. The automated VC replies on boards/pages/sites like this one is also a joke. Come up with something new, or actually act on the feedback we are giving you. COMPLAINT OVER.”

Helpful Report

Posted 3 years ago

Dear Member, 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. However, we'd like to clarify here with you our team's decision regarding the closure of your account. Rest assured that your requests have been forwarded to our management first for a deep dive. Unfortunately, we must inform that, due to safety purposes, our security team decided to close your account. We thank you in advance for your undestanding, The Vestiaire Collective team

Posted 3 years ago

“I’ve been selling authentic brand name items thru websites like Vestiaire for years (Poshmark & Tradesy). For some reason, even tho I posted pics of proof of authenticity such as receipts, etc, my items still keep getting rejected! This is after waiting for 48hrs after upload! Aside from the fact that they don’t even have customer service! The only way you can contact them is via social media or Twitter! Which I find very frustrating and bad business!”

Helpful Report

Posted 3 years ago

Dear Member, 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. Upon checking your latest deposit, we must inform that our team will need a picture showing your item's inside brand label and another one showing the serial number is needed. Thank you beforehand for your understanding on these requirements and rest assured of our availability, The Vestiaire Collective team

Posted 3 years ago

“I’ve been an avid seller for a year now and made another sale… only to find out that they have removed my country from the pre paid shipping list. Without warning or notification. I live in Dubai and we don’t have a regular postal system here, so to use registered post myself it would cost at least $100 (as I’m not a business like Vestiaire). Spoke to customer service and they gave no explanation just ‘sorry we removed UAE and Turkey, now you have to pay it yourself’. Honestly so devastated as someone who works in the fashion industry and valued a website like that for contributing to sustainability. And to cancel UAE is crazy considering the luxury fashion resell business is at its highest. I really hope they changed it back, because including all but two countries feels like discrimination.”

Helpful Report

Posted 3 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 3 years ago

“Appalling experience. They have not refunded me for two items I sent back. The first a pair of boots advertised as size 4, but actually a size 5. The second a bag advertised as leather but actually polypropylene and likely fake. Their customer is without a doubt the worst I have ever ever experienced. I have experienced Gaslighting, ghosting, stonewalling, lying and manipulating, ignoring, contradicting and disconnecting. I got notifications saying I would receive a refund. I then experience 3 customer care reps in a row who disconnected me. One of them told me that there expert team had concluded the boots were as advertised, even though 1. They were sent back to the seller, not the team. So a total lie. They also had previously agreed they were sold not as advertised. They insisted they had sent me emails advising me to send the boots back and let them know, even though they can see all notifications of emails on my account, and there just were no such emails. They were changing their tactic and story every time I contacted them. It’s an aggressive consumer intimidation policy of customer service. That is acruelly illegal. I had to take a day off work from the stress of been online for 2 hours and the trauma of what I experienced. They are bad for your mental health. I’ve had to go to the European consumer centre for resolution. I will not rest until they pay me what they owe me. Ultimately it is theft. They have stolen from me.”

Helpful Report

Posted 3 years ago

Dear Jessica, 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 3 years ago

“I have been a customer of Vestiaire for eight years now, but I won’t buy from them now in the UK because everything seems to be shipped with evri, surely the most unreliable delivery company in the UK and there’s too high a risk of it going wrong. I’ve no idea why a company like Vestiaire which aims to be associated with luxury and ethics should partner with a cheap-for-a-reason delivery option with such a poor reputation. When things go well Vestiaire are great; however when there’s a problem, their customer service seems to struggle. Recently I bought three items via Vestiaire’: one was cancelled by the seller without explanation and evri lost the other two (sent by two different sellers) in transit. Eventually I got refunded but to achieve that, I was contacted by eight different customer services representatives, none of whom seemed to have any awareness at all of what their colleagues had been saying or doing. I received four different requests from four different people to send ID and a written statement, three of the requests days after I’d already sent this! It was a stressful waste of my time to have to repeat everything over and over and surely a waste of their team’s time too to do everything in octoplicate. A pity because with an adequate courier company and better trained and resourced customer service, they would have been great.”

Helpful Report

Posted 3 years ago

Dear S, 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. Our team will remain available if any further request needs to be looked into and to make sure you did receive your 3 refunds in this case. Thank you for your understanding and see you really soon, The Vestiaire Collective team

Posted 3 years ago

“I was a seller on Vestiaire for a few months and I resented the way they pushed me to lower the prices of my items and rejected other items. So I left the site and went to Tradesy where I had a much better experience for many years. Imagine my dismay when Tradesy was sold to them. I delayed moving my items over to them until the last minute. Then unfortunately I was forced to do so. As soon as I moved my items, they started hounding me about dropping my prices. I couldn’t manage my items unless I accepted their prices for them. I had bought some items for thousands of dollars and their aggressive takeover of my items once again proved to be too much of a hassle. So within a few days of moving my items I deleted the account. I’m disappointed that Tradesy was acquired by them. I miss Tradesy where I was treated with respect as a seller and was not bullied constantly to lower my prices.”

Helpful Report

Posted 3 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 3 years ago

“Hello, I had a bad experience with returns. The short history about my situation: I bought a bag. The description of the product indicated the sizes 32x20x16. But, when I received the bag, I saw that the sizes didn't match the description. They turned up 24/15/12 only. I wanted and was sure that the bag would be bigger. So, our love Vestiaire Collective send me answear and offer: You recently returned this item to Vestiaire Collective, and our team has now completed a second check. After careful re-examination, we can now confirm that the item matches the description and photographs provided by the seller. We have relisted the item for sale on your account at the original price. Once it sells, we will package and ship the item to your buyer, and you will receive the full proceeds of the sale, minus our usual commission. If you would prefer to have the item returned to you, please let us know within 24 hours so that we can arrange the shipment for you. To do that, click below on desktop and complete the contact form, selecting ‘Refund & Relist’ and then ‘I’d like my item shipped back to me’ from the dropdown list. " I want my money back and they refuse to do it. I have all the photos, all the evidence of the Seller's mistake. No reaction to this! Maybe someone had a similar situation. Help! Thank you.”

Helpful Report

Posted 3 years ago

Dear Irina, 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 3 years ago

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

Vestiaire Collective Reviews