Name: Vestiaire Collective
Rating: 1.50

“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 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

“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 2 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 2 years ago

“Stay away from these scammers. They rejected a 100% authentic pair of Jimmy Choo boots, with tags on, receipt of purchase as not being able to authenticate. What sort of people do the authentication? I removed my items from the platform. The chat is horrible. Now I have to pay for my item to get shipped to me. How they are able to still operate is incomprehensible to me. Item rejected: 27496656.”

Helpful Report

Posted 2 years ago

Dear Aliki, 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 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 2 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 2 years ago

“The customer service is pretty much not existent. This is not the first time I purchased an item from UK( I leave in US) but is the first where I send 4 emails to Vestiaire and I am giving the silence treatment. I was charged sales taxes but I should have not.In the previous instance vestiaire contacted me, reimbursed me the amount and told me was a glitch and they fix it, I will not be charged sales tax from that country for future purchases. Well, I was and this time I sent 4 emails to Vestiaire but I never received a reply, I guess they decided it is ok to charge me something I should not have being charged. I will obviously stay away from this website since it is absolutely not reliable. My ref# 28281065.”

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 have noticed that our team got back to you in the meantime by email and kindly invite you to check our response for further information. Thank you in advance for your understanding, The Vestiaire Collective team

Posted 2 years ago

“It's been now 5 weeks that I sent a Burberry bag that Evri apparently lost, I told Vestiaire that I am very concerned about using Evri due to their bad reputation (keeps winning the price for the UK's worst delivery service every year) and somebody told me that it has been noted and I would not have to use the service again, I sold a dress, and I get an Evri label again, luckily the dress is moving however at the pace of a turtle, all I hear about my bag is a standard letter about "We have not forgotten you - be assured this is an unusual situation...." No it is NOT, or else why would they be named the worst delivery company? https://metro.co.uk/2022/11/18/worst-performing-parcel-firm-in-the-uk-revealed-17780280/ I was thinking to list a few items as people will be going to Xmas and New Year's Eve parties, but frankly since it will most likely be Evri delivery, the people who bought will be angry and will not buy from me again, my items will disappear and I will wait weeks for a resolution, with frequent automated emails where they assure me they haven't forgotten me. My parcel hasn't moved in WEEKS, shop took it, scanned it, handed me a receipt and then NOTHING happened, tracking shows it has been received by the shop but there has not been an update since the 18th of October, and all I get from Vestiaire is automated emails and empty promises (or was it an outrageous lie) and again an Evri label. I have to send my item within 5 days, your delivery service can't deliver within 5 weeks in the same country? Oh and please spare me the "contact us" link, I have contacted you, ASAP as I was hoping that my parcel with the bag (which was btw very sturdily packed) would be found, and see my experience above, I don't need another auto reply that you haven't forgotten me and claims that it is an unusual situation. On every forum you look, people are complaining about parcels lost by Evri, there is no way to contact Evri as the help section won't even let you do detailed tracking as you need the postcode of the buyer, well, the label is on the parcel, the same parcel I dropped off at the shop and that seems to have disappeared without a trace!”

Helpful Report

Posted 2 years ago

Dear Sian, We are getting back to you regarding the litigation that was opened on your recent sale. Upon verification, we have noticed that our team has decided to solve this dispute in your favor. Therefore, the payment of your sold item has been processed in the meantime and as advised by our team. It should have reached the account you have advised, as payments will be transferred within 24 hours thanks to our partnership with PayPal. We'll remain available for further requests by email. The Vestiaire Collective team

Posted 2 years ago

“My experience with Vestiaire Collective was terrible & is unfortunately still ongoing. I bought a waterproof Yves Saloman puffer down coat that was described as having a “detachable hood” (which I need as I live in the UK!). This was one of the main reason I purchased the coat. I couldn’t actually see the hood in the photos, but I just assumed it had been detached, as the listing was very clear - definitely a coat with a hood. I bought the coat in good faith - I paid £475 for the coat, as well as £172.94 in import taxes (it was shipped from Germany), & £12.50 in shipping. The coat arrived, and, to my dismay, there was no hood, detachable or otherwise. I was fairly upset as I had been excited to receive it. I duly wrote to Vestiaire describing the problem. In response, they asked for “a photo of the problem area”. Obviously it’s a little tricky to photograph something that’s not there, but I did my best - I photographed the collar area, where a hood would go. Then they wrote back asking for more photos, which I thought was strange, but I obliged. I also sent them a screenshot of the listing with the words “detachable hood” highlighted. Then, to my disbelief, they wrote back & made it clear I would not be allowed to return the item, nor be refunded the £660.44. They said, “After careful inspection, the information provided does not justify the return of the item to the Seller or the withdrawal of their Trusted/Expert Seller status.” They said if I didn’t want it, I would have to relist the coat for sale - through them! I was completely gobsmacked. A winter waterproof coat advertised as having a hood, that doesn’t have a hood? A hood is a pretty important element of a waterproof coat, it’s kind of a key feature isn’t it - it’s not like it was just missing a button… I’ve asked for the address to send the coat back to but they would not give it. So now, I’ve had to open a chargeback dispute through my credit card to reclaim the £660.44 I paid them. They are trying to fraudulently keep my money, & they are obviously selling items that do not fit the description. I’m absolutely disgusted by their behaviour & would like to warn anyone considering making any large purchases from this site - STEER CLEAR. Just don’t. They are obviously extremely dodgy & the stress from this has completely ruined half of my weekend. I wish I’d never heard of Vestiaire Collective.”

Helpful Report

Posted 2 years ago

Dear Julia, 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 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 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

“I have bought several times on Vestiaire but lately there are a lot of problems, I try to buy only in the UK to avoid the import duties and a big carbon footprint! However while most deliveries were without problems, I am having the 3rd issue in less than a year, the item has been sent, the seller confirmed, in my account it shows as it being on the way to me but it doesn't arrive, so I check the tracking and notice it hasn't updated, it is still stuck for weeks, sometimes at the seller's shop, sometimes it is at the hub, but no updates happen, no parcel gets delivered. It is clear that it is still in possession of Evri. The seller can only also check the tracking, most have been super helpful, one got banned from chat when trying to communicate the location from where she sent it (absurd), it is impossible to get in touch with Evri, you get an automated response but you can't tell them that your parcel is overdue. So each and every time, despite it being obvious that the parcel has not been delivered to me, I have to submit a handwritten letter and my ID in an email. From the tracking in my account, it is VERY OBVIOUS and CLEARLY VISIBLE that there has been no attempt to deliver the parcel, yet Vestiaire Collective forces me to jump through hoops, write a letter stating I have not had it, I have checked with neighbours, that tracking shows that the item is still with Evri, then I wait weeks and weeks until I get my money refunded. Why do you have tracking if you do not trust the tracking? This is such a waste of my time, you don't even give me a choice with the delivery company! Sometimes I get items with UPS and that is never a problem, every problem where a parcel was lost has been Evri! All the time I get emails that you have not forgotten me, that it is an exceptional situation. Really? I would call it alarmingly regular! PS: I don't particularly enjoy writing handwritten letters, again why are they even needed when the item tracking shows that there has been no delivery attempt? I feel totally messed around. Additionally I do follow a few sellers where I know they have items in my size and our taste in clothing is similar, lately I don't see it anymore if they upload new items, when I go to "Discover seller's Vesitiare" on the webpage (which I prefer to the smaller pictures on the app as a computer screen is bigger than a phone screen) it doesn't show me their new items, I have to go on news. This is totally annoying, I might miss out on some clothes I would have bought, the seller is missing out on sales, Vestiaire is missing out on commission.”

Helpful Report

Posted 2 years ago

Dear Anika, 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, 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 2 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 2 years ago

“Totally can not understand how they approve listing of items. I took clear photos including invoice and authentication card for 5 times, never approved and listed, so bad experience, waste plenty of my time...”

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

“I had joined to sell some high end items I do not wear anymore, I was pestered in private messages to sell even lower (the price was already about 15% of the retail price) to the point where they can't make offers that low, when I declined I got abuse of the worst kind, but the wake up call was when I tried to sell some shoes, there are fetishists waiting for the type of shoe that meets with their preference and then they will send you messages to send them pictures of the item being worn and how you should wear the item (I am sorry, but the suggestions were more suited to OnlyFans or a pornographic website) to a telegram account. I pointed out quite clearly that I want to sell items, all items are clearly pictured, from all angles, I am not interested in providing "inspiration" to a fetishist and that this is the wrong venue to get kicks from, apparently I am now a totally uptight b.... and should go and f... myself as I am sad and intolerant, apparently not willing to be a piece of meat for every weirdo to jack off to is quite horrible. I can do without that, thank you very much! Not really the experience I expected, deleted the account!”

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. Your feedback is precious to us, as your safety is what we value the most. The conversations you have had will be verified, so that appropriate action is taken towards members that didn't comply with our Buyer-Seller chat rules. We thank you for your understanding. Best regards, The Vestiaire Collective team

Posted 2 years ago

“The worst customer service ever! They try everything not to offer after-sales services. They don't even have a call center number. I had several very negative experiences. They lost my items in the shipping. Bought a very expensive piece of jewelry it wasn't shipped for one month. The information on it was wrong they promised a $100 voucher code and didn't honor it. Not reliable, and platform to buy or sell!”

Helpful Report

Posted 2 years ago

Dear Member, We are getting back to you regarding your recent experience with our platform. Upon verifying your queries, we kindly inform that our team shared with you the expiration date of your $100 voucher. We however could not locate your request postal litigation requests regarding the lost items you have mentioned. This is why we invite you to contact us right below and provide with your item references : 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. The Vestiaire Collective team

Posted 2 years ago

“I contacted you several weeks ago, item 27318984 is wrongly listed as a lace up shoe, all your lace up shoes are flat! The Ghille shoe from Vivienne Westwood is a HEELED ANKLEBOOT, actually a very rare shoe that is a collector's item Several weeks ago I contacted you about that, I got the reply that this will be changed (I have no idea why it was put as a lace up, since I did not and all the lace ups on the site are FLAT shoes) now it is still listed as a lace up, aka a flat shoe, where nobody who will look for this shoe will be able to find it. PLEASE LIST IT AS AN ANKLE BOOT This is getting a bit ridiculous! Also a Burberry handbag (25602777) I sent with the delivery service you picked for me, Evri (I shudder every time I am forced to use that company) shows clearly as sent on the 18th of October, it hasn't arrived, the buyer and myself have contacted you since the item still shows as "in delivery", I received several messages, had to provide confidential documents such as ID, send it in an email (what a risk) the slip I got from the shop (when the confirmation that it has been sent is in both the account and the tracking) a description of the parcel and the dimensions and the parcel shop where it has been dropped off, there has not been a delivery attempt, the buyer still had to provide her ID and a handwritten letter, we are both getting messages that you are looking into it and to reply if we have any questions, in fact we should not hesitate to contact you, when I did to check. I got told to not reply (so why offer to contact you in the 1st place?). It is very disappointing for the buyer and the seller when items get lost, Evri is unfortunately rather famous for losing or damaging parcels, however it is a delivery service Vestiaire forces on the buyer and seller. The buyer like me had no choice in the delivery company, the buyer said she would not have picked Evri, nor would have I, but we were both not given a choice. The buyer had let me know she wanted it for an important event, that is why I went and straight away sent it the same day, that day was the 18th of October, so on the 10th of November, there is no information, despite your claim that delivery takes 2 to 7 days. I am sure you are going to reply with the contact link, as I have seen you do before, unfortunately, so far it was rather useless as I only get an auto reply or promises that then are broken! This is really not what I would call customer service. In case you are serious about your claims that you are interested in circular and sustainable fashion and working for the planet, why would you use a company like Evri, not only they are unreliable, they are also famous for exploiting their staff, almost impossible to get a hold of (you can't get in touch with them and get basically fobbed off by a bot - if you have used the label, you do not have the post code of the buyer and can't actually check the delivery status in detail, if you do ask the buyer for the post code, you or the buyer get blocked in chat). I don't can't speak for all your sellers or buyers, but I am selling items I bought myself for a lot of money for very little (btw your cut increases all the time), then get hassled to sell for even less, you offer vouchers but to redeem a voucher I have to spend several hundred, I am selling items I spent a lot for on the site so they get a 2nd life, because what I get for them once you have taken your cut, is actually very little. I would expect a little bit of customer service for that, a delivery company that is reliable, and especially since you are using ethics as an advertising slogan, not a delivery company that is ethically more than questionable and exploits their workers with horrendous contracts. I can't even blame them if items "disappear" since Evri pays below minimum wage and forces the workers to do inhumane shifts, the labels have the Vestiaire name on them, flagging it as a designer item, especially if carefully packaged, that can be easily sold anywhere. Working with a company as exploitative and unreliable as Evri is not a exactly a good look for a company that makes a bit deal about their sustainability report and even has a manifesto. The good press you are getting has to be taken with a pinch of salt, since Conde Nast is one of your investors, it seems fairly clear that their publications will give you good articles, to protect the 20 million dollar investment in Vestiaire!”

Helpful Report

Posted 2 years ago

Dear Sian, 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

“Don’t purchase anything from Vestiaire Collective. It is scammer!!! I purchased bag and then they said the seller canceled they going to refund money back. I paid $2,544 and they gonna refund me 2340!??? Where is my $204. *I still did not get money back*”

Helpful Report

Posted 2 years ago

Dear Jimmy, 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 unprofessional, user unfriendly platform. Undeveloped, from the seller's point of view the platform is absolutely useless. It is very unfortunate that there is no more Tradesy. As a seller I'm leaving this platform and keeping my online retail store on other platforms.”

Helpful Report

Posted 2 years ago

Dear Svetlana, 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 never received and item, the seller confirmed that she got it back. I am try to contact customer service and it’s impossible. There is no direct email, need to go via their website and the suggestions to connect is impossible.”

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

“They stole my money - order no 26660443. I received the saddle bag with a huge defect in the front of the strap (flap) bag, it was cracked! The bag was supposed to be new (never worn)! Vestiaire Collective checked the condition of the bag and they sent me that bag. I returned the bag and they accepted it! I paid 15.103,00 polish złoty and they transfered me only 13.672,65 zł! I lost 1430, 35 zł! I was scammed! DO NOT BUY FROM Vestiaire Collective! I'm now refering my case to European Union Consumer Ombudsman. Please do the same!”

Helpful Report

Posted 2 years ago

Dear Marta, 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

“So far I have confirmed 6 times the availability of my items on the Safari browser for Macintosh, every time the window pops up open again to ask me to confirm, I tried to confirm on Firefox, all of a sudden they claim my eMail doesn't exist. I had this issue in the past, eventually it resolved itself, but it shouldn't happen in the 1st place! The website and the IT is a shambles, I am worried about having sensitive personal information and financial information on a website that is so careless with the IT. Any company relying on online sales does test it with every browser, every OS if the site is compatible, how come a company like Vestiaire doesn't do that? Customer service is plainly a shambles, nobody is ever responsible, meaningless copy and paste replies that show they haven't even read it. Yes somebody will pop up here and make a meaningless comment, pretending that they take the concerns seriously, but the same problems will happen again and again. Frankly I am wondering if I should not exclusively list on other platforms, where they take the IT a bit more seriously, apparently Vestiaire doesn't really grasp what a message such problems send to people who trust them to act as the middle man if they are buying or selling valuable items. I recently sold an item (for much more, I would like to add) with another website who offers the same as Vestiaire, there was a problem with the courier service they used and the item was delivered back to me, I contacted them, had a new label and a solution within the hours and could resend the same item with DHL the same day (yesterday), to the same location Vestiaire uses FedEx, the last time a buyer from France ordered something there was a delay of over 3 weeks. I am sorry but using the cheapest delivery options (I don't even want to start on Evri, the company who seems to lose parcels on a regular basis, or apparently used them for target practice - some of the parcels look they have been thrown out of a plane and then driven over for good measure, you can tell the sender used a sturdy box and packaged well, yet the box is squashed and has foot prints on it) and apparently the cheapest IT, it is not very trust inspiring! I for one will start using other sites more, for both, buying and selling and rethink if I might not delete my account, as the shoddy IT, total lack of interest from Vestiaire to up their service really makes me worried. If items go missing, despite that it shows they have been sent, you have to jump through hoops to get Vestiaire to act, which will happen much later, it would make a lot of sense if they would act immediately, when there is a chance to find out what happened and the person from the delivery firm who handled the parcel might remember, weeks later and having handled possibly hundreds of other deliveries, it's hardly surprising if items are never found and buyer and seller both are waiting to get their money, especially frustrating if you have bought something as a present for somebody's birthday!”

Helpful Report

Posted 2 years ago

“I made a purchase on 28/07/2022, the item was never received. I reported the problem to the Vestiaire Collective, they said they would contact the company responsible for shipping and so far (10/6/2022) nothing. It should be noted that the company (UPS) confirmed that it did not deliver the item. The Vestiaire Collective is not responsible or professional. They haven't refunded me the value of the article so far and they just keep rolling me with emails and emails with no solution in sight. They're nothing more than scammers and I don't recommend it!”

Helpful Report

Posted 2 years ago

Dear Ines, 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
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