Name: Vestiaire Collective
Rating: 1.57

“Disgraceful Service I have been selling with Vestiaire for some years now and the service used to be good. I am a VIP customer so in September 2020 I sent 13 Designer clothing from Chanel to Saint Laurent from season 2019 so most of them brand new. Since 29 September 2020, all my 13 Articles are showing as sold but they are not sold because i have not been paid. Also, they put so little prices on them that i might as well throw them in the bin. I have contacted my VIP representative 8 times. I have contacted them via Chat 10 times. To this date, my articles are still showing as sold. These are my 13 Articles showing as sold for 3.5 months now but they must be lost or stolen. Because, they do not get back to me. I have now realised that they must have lost my designer clothes as the timeline for dealing with an enquiry is 72 hours. i have now emailed again and demanded full payment - an insurance claim. It is disgraceful service. Once the issues are resolved, i will never sell them again. I have also withdrew a Dior coat from sale 8 months ago. I am still waiting for it to be returned. As well, when i first started selling, i shipped a Dior Classic handbag with Fedex to be safe. It was signed and received but Vestiaire claimed that it was never received. Clearly, someone stole the bag. Don't buy or sell with Vestiaire. Disgraceful service.”

Helpful Report

Posted 3 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 1 year 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 1 year ago

“IF YOU PAID BY PAYPAL, PUT IN COMPLAINT AND ESCALATE IT. No. 53662009 Return #13605227 I purchased a VALENTINO ROSIER handbag it was a FAKE and a bad one, I own 20 so I should know I bought 7 from them. They said it isn’t a fake and then put it for sale under my name. Anyone that asks me I tell them it’s a fake and I won’t on sell it and find it unethical and unscrupulous. I have contacted them via chat bot 5 times. Emailed 3 times. Nothing. There is no contact person, no direct phone number. If you look at all the negative feedback in the last few weeks I am guessing they are BANKRUPT. Buyers be ware.”

Helpful Report

Posted 2 years ago

“There is no telephone or email. Have not been compensated for sold items. Have utilized online chat in excess of 30 times, they lie, disconnect, different story every time. Worst cust svc I have ever experienced. It is unbelievable and unconscionable they would not pay monies due”

Helpful Report

Posted 3 years ago

“Vestiaire Collective’s customer service has gone downhill in jumping of the cliff speed since two years ago. Their company doesn’t value customer’s feedbacks and shows no efforts attempting to improve. 90% of the time customer service does nothing to solve problems, and most of the time they are arrogant and rude. There is no where you can make complaints either. Since they launched direct shipping it becomes mayhem more than what they claim is for sustainability. If you choose direct shipping you have no quality and authenticity guarantees for items lower than 300€ unless you pay extra fees of course. Besides the above issues, their evaluation process for time submissions is very biased. Same item listed different times of the week you will get different status of this “we love” label. Having this label is basically the only way to get your items exposure. There is absolutely no standard. And the prices they suggest is always different for the same item listed at different days of the week. After trying for a little over a year I realized it is better to list your items during week days. Perhaps staff who work on weekends are just part times or trainees? It is very sad and disappointing to see the changes for worse since 2014 I joined the community. I’m just waiting for a better European site like this so I can jump ship and never use VC again.”

Helpful Report

Posted 3 years ago

“Item Ref: 2984346 “Ready to Ship/ same day shipping from their Paris office .” Validated & complaint on 25/11/2016 , 11 days has passed and the item was shown as been prepared for shipping?? So much for " same day shipping" statement. I have placed complains since my patience run out and was told "We have sent on your message to our Logistics department for them to ship out your order as soon as possible. You should see movement on your account in the next few working days." After a few days I was told they have lost my item and will issue an refund..... The refund is issued twice per month on 1st and 15th so I had to again wait to get my money back! Once again an item I have purchased is lost while in VC possession. Other thing is the shipping itself: When I joined VC they used DHL and the shipping was quick and effective. Since VC went on the cheap and want to save money on shipping they don’t use DHL anymore, nowadays they dispatch with "La Poste" it takes between 9-12 days sometimes even longer to receive the parcel from Paris to the UK , on some ocassions I have been waiting 17 days for the parcel to arrive!!! Items lost by VC; During 10 months they have lost 3 items I have ordered and paid for! I have lost my patience with this company. The latest are Ref: 2984346 and Ref: 2878942- Have purchased a Louis Vuitton suitcase, that bag was lost by VC despite been a huge parcel, luckily the seller managed to post a message for me with a DHL tracking number ( that message was deleted by VC quite quickly) but I could see the parcel was signed for, by Farid on 26th October and first “ found” by VC on 07/11/2016!!! 12 days to find a huge parcel which was in their possession all together, due to validation and their very slow shipping it took several weeks before the parcel arrived, VC never apologized or offered any promo code to compensate the stress and wait, well I guess they are so used to the fact that items are lost and that it takes ages to ship an item from Paris that they don’t see it as abnormal anymore...... The concept of this company is great, but they make so many mistakes, maybe it is time to employ people who actually want to work and are motivated, at the moment your approach to customers and how you handle our items is not good. So many complaints about this company why is the management not doing anything about it? Vestiaire Collective- please don't bother to reject this review with a claim I belong to the UK department, I see you do that very often, I am based in the UK but I buy all my items directly FROM YOUR BRANCH IN PARIS ,FRANCE AND GET THEM SHIPPED HERE FROM PARIS!!”

Helpful Report

Posted 6 years ago

“I have been waiting for a month for a refund. All you ever get is a message that someone will get back to you in 24 hours. It’s a lie. They never get back to you apart from to say it will be another 24 hours. Horrible customer service. There are so many other sites to use now that are better than this one. What company has no phone number to call in 2023!”

Helpful Report

Posted 1 year ago

Dear Member, We are sorry to hear that your payment hasn't been processed yet ! In order to start investigating for you and clarify on your payment's delay, we kindly invite you to reply to our email and share one of these elements : - Your item's reference - Your username on the App Thank you very much for sharing these informations with us, The Vestiaire Collective Team

Posted 1 year ago

“It is horrendous, the delivery company they use (Evri) messed up totally, the seller and myself tried to sort it out and got banned from chat, not before it transpired that they seem to do that regularly, Evri apparently doesn't scan items but hands out receipts which Vestiaire then refuses to recognize. They are using the worst delivery company for luxury items, then try to cop out of refunding buyer and seller. The "positive" reviews are most likely bought or their own people, because I tried to buy twice and each time Evri lost my parcel, it took ages to contact somebody from "Customer Service" as the chat function didn't work, so I sent an email, they sent a generic reply, showing they haven't read it (similar to the answers they leave here), they didn't even know that I was the buyer and told me that once received I would be paid in 72 hours, hello, I AM THE BUYER. I finally get a message they tried to call me but I wasn't available, seriously, the mobile is next to me, there is no missed call! They use the nastiest parcel delivery service, their customer service is basically no customer service, you can't call them. Nobody seems to be interested in doing anything, I think they are trying to mess you around until you give up and then pocket the money. They need to be reported!”

Helpful Report

Posted 1 year ago

Dear Marie Pia, 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 1 year ago

“Worse company EVER... They "verify" fake merchandise and will not refund you...3 months of bogus emails and still no refund. No phone number and shipping is a fraud. Stay away”

Helpful Report

Posted 1 year 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 1 year ago

“Do not sell with those liars!!!! Their delivery service apparently didn't scan an item, however I have a receipt, I sent this to them, they are lying and trying to cop out! As for their "good reviews" see how many details they offer, I bet it is them. This is the reply I got from Vestiaire, after I sent them my receipt from the parcel shop, a copy of my passport, time and date where I handed in, I have evidence that I sent it, their chosen cheap delivery service loses my item and the scammers from Vestiaire don't pay! You might as well burn your items at least scamming Vestiaire then doesn't make money! Here's their reply: "I am very sorry that we are unable to locate the item since it has not been scanned in Evri's system. And, a final outcome of the investigation has been provided by the courier. We are recommending to contact the courier directly and open a claim with them. Thank you for your cooperation. Best wishes, Anna Marie from Vestiaire Collective" I am sending an official complaint to Trading Standards and encourage everybody to do the same! Do not let them get away with their lies and fraudulent business practises”

Helpful Report

Posted 1 year 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 1 year ago

“WORST customer service!! They take days/ weeks to reply, sometimes worse, no reply at all. And professional seller partners ignore emails too!! The site has so many bugs (technically). WORST selling platform!!”

Helpful Report

Posted 1 year 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 1 year ago

“I am not sure how much worse it can get, I sent an item I sold via Vestiaire with Evri as instructed, 1st it did not track for several days, then it started tracking all of a sudden but only at a depot, nothing about me handing it in at their parcel shop or anything like it, several days it showed up as "We are expecting it" I went several times to the parcel shop to check, they told me I have the receipt from them, it's the best they can do, they are not Evri but since I got the receipt I should be covered.... The buyer and myself were relieved when it finally started tracking, however instead of the dress I packed and sent, the buyer received a Burberry bag. I checked with the buyer in chat about the packaging, as I had sent the dress in a yellow cardboard box I had bought from DHL packaging supplies, she said she received it in a brown box from a home decor service. I asked her about the label, I use a laser printer and attach the label with sellotape, she said it looks like it has been relabelled and this is a selfadhesive label printed with a thermal printer (I don't have one) so obviously somebody has relabelled and/or repacked within Evri, maybe there was an accident and parcels got damaged. We tried to communicate this to customer service, no avail, they did not even listen, even the buyer reached out to them and said it is a problem with Evri, nope, they claim I must have sent the wrong item... I have not sold a Burberry bag, I have not packed a Burberry bag, a Burberry bag costs a lot more than a DvF dress, so why would I do this? But apparently the Burberry bag will be sent back to me.... Not a bad trade BUT, since Saturday the parcel is out for delivery (local courier will deliver between 17.00 and 19.00) there was no delivery as I was at home, there is no update, there is no parcel..... I don't even know what I am supposed to get back? A Burberry bag maybe since my dress seems to have vanished into thin air... There was no delivery attempt, no card left, NOTHING I now got another message that I sold an item, another dress, I am already in a panic because sending is again with Evri, my item might end up heaven knows where, and as I have seen there is no help from Vestiaire nor from Evri as I can't even reach them. I will document every step on the way and if needed take Vestiaire to the small claims court, as I have asked again and again to please not make me send with Evri as in the past there were so many issues and items going missing. Btw the dress I sold (#25045644) was a vintage Diane von Furstenberg sold for £80.00, I doubt a Burberry bag is available for such a price, or that I would go and buy one and send it instead of a DvF dress, that would be insane, but since it doesn't look like anything will be returned.... This is honestly a shambles of the highest order, I'm done begging Vestiaire to help because they really don't care, they don't even read the emails and send generic replies. I am seething with anger, they know what a problem Evri is, I always send my parcels in a timely fashion, in the past parcels have disappeared but at least there was tracking somewhere. Selling an item and sending it, then getting a bag instead of a dress (supposedly) but even the bag doesn't arrive, this goes beyond a joke.... If they only had Customer Service, it's possibly some bot that sends automated replies with answers to a question I didn't even ask.”

Helpful Report

Posted 1 year ago

Dear Lee, 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

“Hermes and Goyard buyers beware!!! I have reported this to VC already so it's nothing new. I spotted many fake Hermes H buckles with the same serial numbers (even that is fake) sold by a few French sellers. They have the same photos, the same buckles/wallets, and the same serial numbers, where applicable. After my complaint these sellers are selling and sold fast! I feel sorry for the buyers who pay good money for fakes! Does VC care? I am still waiting to hear.”

Helpful Report

Posted 3 years ago

“Very disappointed with this platform!! Everything is full of bugs. They basically running a no cost 1000% profit business which dries up the seller’s pocket. Very disappointed about the customer service, worse than a robot!!”

Helpful Report

Posted 3 years ago

“How can I trust Vestiaire Collective if they promoting replica items ?”

Vestiaire Collective 1 star review on 21st November 2020

Helpful Report

Posted 3 years ago

“The worst customer service I have ever experienced and no phone number to communicate only chat with inexperienced people who offer only standard answers from a text book. No outside of the box thinking or helping customers. I will never sell with them again”

Helpful Report

Posted 3 years ago

“If I could leave zero starts I would, I sold my item on July 25, they got it on Jul 31, shipped it and payment on the website says it was transferred, never got it. They told me that there was an error in my account number for my payment, I did not make this error it was them and they tried to blame me for it. Still no payment, I have contacted them several times and I have spoken to over 10 agents and one over the phone, yet nothing. I have messaged them through Instagram, they ignore me what kind of service is this? this is a huge scam and will be getting a letter from my lawyer suing them.”

Helpful Report

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