Vestiaire Collective
Reviews and Complaints

Hello,

I would like to make a complaint regarding the company Vestiaire Collective.

I am an eBay seller and I am selling second hand handbags and jewels.

A seller from Vestiaire collective, whose username is @Irina_fortunta1, has stolen some my pictures from one of the bag I sold from my eBay account (Dior Leopard Malice) and used these photos for the same handbag she is selling on Vestiaire Collective.

I did contact Vestiaire collective to report that seller, with the proof that my pictures are the original one, so I attached my pictures and the pictures that seller took without my consent with the date they were taken.

The customer service told me that they will do everything in their power to find a solution.

Unfortunately they have not done anything, they told me that they just asked that seller to remove these photos where they could have temporarily restricted her account or remove that bag from her list.

They did not do anything, so I tried to contact that seller on the comment section to ask her to remove my pictures she stole, and shockingly my comment which needs to be approved by the moderate team was not published. I did try to comment any times but Vestiaire Collective team is ignoring my concerns.

My comment has no insults or anything threatening, I am just asking her to remove the photos she stole.

Hence, I concluded that Vestiaire collective is tolerated illegal activities and they are not giving any sanction to their seller.

Ref : [protected] & [protected].

12/2/22 - RECIEVED EMAIL CONFIRMING I COULD RETURN THE BAG TO VC FOR INSPECTION AS IT DOES NOT MEET ITEM DECSRIPTION

16/2/22 - EMAIL FROM VESTIARE CONFIRMING RECEIPT OF BAG

16/2/22 - EMAIL FROM VESTIARE STATING

"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, VESTIARE RELISTED -

I DID COMPLAIN THAT THERE SHOULD BE 0 COMMISSION AND THEY AGREED

18/2/22 - THE RELISTED SAID BAG SOLD UNDER NEW Ref: [protected]

18/2/22 - TRANSCRIPT WITH VC REGARDING ME BEING ASKED TO SHIP AN ITEM WHICH IS AT THE VC WAREHOUSE

27/2/22 - VC DID NOT UPDATE SHIPPING AND SALE AUTOMATICALLY CANCELLED AS BAG NOT SHIPPED

01/3/22 - RECEIVED CONFIMRATION FROM VC THAT ITEM RELISTED AGAIN UNDER Burberry, réf.[protected]. AND THAT THE ITEM WOULD BE UPDATED AS EXPRESS SHIPPING AND THAT VC WOULD HOLD THE BAG AND THEN SHIP IT. IT WAS RELISTED INCORRECTLY AGAIN

4/3/22 - RECIEVED EMAIL FROMVC SAYING THEY DO NOT HAVE THE BAG AND I HAVE NEVER SENT IT TO THEM

it will not allow me to upload the proof of emails but i can email if you provide an email address

I purchased an item on 15the October 2021. It was listed as being in the UK and as I’m based in the UK my understanding was there would be no customs fees. I even chatted with the seller to check this point and he confirmed there should not be any VAT or duty to pay. However around the beginning of December I received a DHL bill for £493.36. All over Christmas time I was messaging Vestiaire Collective to tell them this is an error and several times I was told they would complete the LOA form and pay this bill. It is now February and I have received the invoice again. So it appears despite being told multiple time’s fo ignore the bill VC have done nothing. They give me the same responses but actually have not done what they said they would do. The stress and frustration is immense. I will keep pushing to have justice and hope they do the honourable thing and pay this bill.

Hello,

I send an email (last week of december 2021) complying about how I received my article.

The item came damaged on 23/12. In attach pictures to show how was packed.

I send an email to your contact center. No one answered. I went through the chat 3 times and all the times they are saying "we will have an investigation". When I asked for feedback I need to explain again and again they say we will open an investigation.

Your colleagues dont have any information about the investigation. No one send me an email proofing that you are doing an investigation.

Also you can find all chat transcription.

I am being patiente with you. Right now I dont trust in your website. If I dont receive a solution this week, I need to complain in another level.

Waiting once again for your feedback.

Order [protected] not arrived 720,50

Order [protected] 805.46

Hi i brought a fake Louise vuitton jecket from your web and i sale with other websites, there checked and said it fake. So i have contacted and returned the jacket to ur and following up to the company many time and said refund processing but when i asked where is money go through because i never get the money back no reply. I am brought a lot products from your website but ignored or gave a lie information that isn't good with company.please try to sort this issue soon as soon or i move forward highter complained.

This is one big scammer platform. Don't sell or buy anything from it! Please don't they just ripping people off! Don't thrust them. Here goes my story:

I sold a pair of derby D2 shoes. I've sent the item on time and the buyer received it well and didn't report any defaults within the 72 hours. So the buyer was satisfied with the purchase. The purchase was done Sunday the 21 of November 2021. I've shipped the item on the 23 of November 2021. The buyer received my item on the 30 of November 2021. After 72 hours the buyer did not report anything about the purchase so the payment process "went through". However, days passed, weeks passed even a month passed by. No Payment received. I decided to contact their customer service. They were all telling me the same story " we will get back to you within 24 hours with a solution". Days passed by still no answer. I kept sending them emails and they kept replying the same lies " rest assure we will give you a suitable solution as soon as the buyer replies". How is that even possible? That I'm the one that needs to wait for an answer of the buyer that received MY item and on top of it a remboursement. That buyer who ripped me off, on his/here answer I should wait? What kind of customer service is this ? Yet here I am on the 4th of January 2022 still no payment nothing! You're a scam Vestiaire collective! And you should be a shamed of yourself

I used their platform to sell my $700 shoes which was unworn brand new shoes. I shipped it to them to sell it but they kept my shoes and never paid me anything. they are scammers. they ripped me off.
I want justice, help me get my shoes or money?

I have been waiting from last 6 months and thats what they say everytime

Merry R (Support Vestiaire Collective)

3 Dec 2021, 12:19 CET

Dear Harnish,

I hope you are doing well!

I'm writing you this email with regards to your item Christian Louboutin Heels (Ref:18758490). I understand you would like to have your item back.

I will be needing to escalate your concern immediately to one of our specialist who will help resolve your issue. I will be sending you a follow up email email as soon as I have the feedback from our Experts

Be sure that we are doing everything we possibly can to find the suitable solution, and as quickly as possible.
I will get back to you soon!

Thank you very much for your patience and understanding.

Have a nice day and stay safe!

Regards,
Merry from Vestiaire Collective

I purchased an item on Vestiaire Collective. My billing address is registered in Switzerland but I had the item delivered to Germany. Upon receiving the item (sneakers) I realised they were too big and decided to resell them via their website (that in itself was already complicated due to technical issues).

I successfully sold the item about two weeks ago. I received a prepaid shipping label for Switzerland... however, given the item was delivered to Germany, it remained in Germany and I needed to post it from Germany. Vestiaire Collective was unwilling and unable to send me a revised shipping label. I was told that the shipping label is always issued to the billing address.

Vestiaire Collective advised me that I therefore needed to pay for the shipment myself and will not be reimbursed for the cost. I sent the shipment that same day. The buyer should have long received the item, however, there is no centralised tracking system (Vestiaire can't track the item given I couldn't use their shipping label). In addition, I did not send the item with a tracking number given it would have cost me triple the price!

I have now had numerous chats with Vestiaire asking them to check with the buyer if they had received the item so that we can close this case.

Instead, Vestiaire contacted me again today asking for the following ridiculous, and in my opinion, irrelevant information (the below is a direct quote from Vestiaire):
- a handwritten statement
- my full name
- delivery address
- tracking number (which I have told them at least 8 times does not exist!)
- the date
- my signature
- copy of my ID card
- invoice of the purchased item (this I absolutely don't understand given it's an item I purchased ON Vestiaire to begin with)

I am lost for words. I either want my item back or for me to be paid for the sold item. I have been going around in circles with Vestiaire for the last week and now seeking your help. I cannot call Vestiaire (no number) and emails/chats have been fruitless.

Grateful for your advise and support on this matter.

I purchased Gucci boots from this site. I asked for a discount or partial refund as I paid for authentication and they past the boots in excellent condition.
After asking several times I've originally asked for a return label which they sent me . I decided to get the boots repaired instead of sending back so asked for a discount or partial refund .
Vestiaire customer service sent me round the houses and refuses to offer an alternative

Lately I am looking for a Neverfull bag. Everytime a good offer appers, is "reserved by a premium member". Why you list the item anyway if you can't buy it? Who are those "premium members"?! Why this statut is not mentioned @ Status? I was with my phone in my hand when I received multiple notifications and the bags were already "reserved". I think it's a lack of respect regarding the other members.

In May I sold an item, Vestiaire checked it and said it had imperfections, but it didn't because this item was kept in its original packaging and never used. Its old but its genuine Saint Laurent. The buyer then wanted an even larger reduction which I was in my right to refuse and have my item posted back.
A company attempted delivery but I had no prior warning and missed both attempts, I spoke to the driver and begged him to leave with a neighbour I trusted everyone I live with/next to as I was working away and not home. He couldn't for security - which is fair.
Vestiaire gave me a french company to contact to arrange re delivery, the links were faulty and I couldnt get hold of anyone via email or phone. Its been 6 months and im still waiting for my item to be back with me. They lost it twice, put it back up for sale for the wrong price and its 6 months of such unnecessary time wasting, I have been repeatedly lied to and now im just so over talking to them I dont want to go into 2022 with this. Apparently im going to receive it in 7 days. Ill believe it when I see it. Essentially this is theft and I either want my item or I want a refund to the value of it. I will remove my profile and never use them again which is a shame as I liked them before all this became genuinely painful, their poor staff don't have a clue and it's actually outrageous the lies they say to make you go away in that moment.

I hope this is resolved and I hope they fix the numerous problems within the structure and workings of their business that have been the only consistent element.
Communication is paramount, then honesty without these two your business will be a flop and I have done my fair share wasting my time with these past 6 months, I refuse to repeat myself anymore, its insane. This is essentially theft, Ill hope to see my item again but I am not holding my breath. I hope things change for the better and they fix up because the concept to recycle your old clothes is brilliant its just their execution on so many levels is abysmal.

This has been going on for months now, customer service (what a joke) sends me a link to confirm the availability of my item, link does not work, I email them, I get auto-replies back with totally absurd suggestions, then they say it is referred to their expert team, great experts as for months it doesn't work, their solution is to tell me to use the app, I do not plan to use the app due to privacy concerns (you opt out of data protection).

I am done, I think I will remove my items but I will also file a GDPR complaint against a shady company with ZERO customer service

I keep getting emails to confirm the availability of my items, since I opted out of using the app and use the website only (I am on a MacBookPro with up to date browsers and OS) I can't confirm, the link sends me to chat. This is not new, this has happened the 1st time they sent me that mail, last spring.

I have reported it every time, I always get the same spam auto replies from people who are not interested or have no clue, nothing has changed.

This is a very blatant attempt to force me to use the app where I do not have control over the tracking and I am not keen handing over all my data to a company who doesn't seem to have a working customer support and who neglects all the customer concerns and only replies with auto-reply messages, often calling me a different name.

I might join the people who (on several forums and blogs) are asking for a legal complaint regarding the GDPR violations.

I keep getting emails to confirm the item availability of my items, the link your "people" send out only leads to seller buyer chat, I have complained about this for MONTHS, and all the time the "customer service" gives me something about "exceptional nature" and then tries to force me to use the app and my items get deleted.

Since you are trying to force me to use the app where I have less control over my data, I have persistently complained but NOTHING has been done, I think it is time to launch an official complaint about the GDPR violations your company does. I have found several forums and websites where the members all have the same problem, several browsers, no chance to confirm item availability.

I am really sick and tired of talking to somebody in chat or get insane email replies, all auto replies and will happily inform the Information Commissioner's Office of the violations and ask them to advise me where I can make an official complaint.

After I told your chat bot (who claims to be a person) that the problem has been the same for months, nothing has been done and so many users encounter the same problems (check the forums) her coming back telling me this is "exceptional" is ridiculous. See attached screen shots.

The problem started when you wanted people to confirm item availability, which was several months ago, nothing has been done to fix the problem for webpage users despite empty promises.

When the direct shipping started I was worried, so I contacted customer service how to protect myself in case the buyer damages something, they told me that I need to take a picture of the item and with the label! I always did, however they never check with the seller (another lie from Vestiaire) this time the "buyer" ripped holes into a brand new item, Vestiaire sent me some of their useless auto-replies as apparently they do not have customer service just mindless auto-reply drones, also the top was DRENCHED into a horrible perfume, causing me as an asthmatic to have an asthma attack, the item also has now sweat marks under the arms, I sent out a brand new item. Vestiaire refuses to even reply and send auto replies that the item was not OK. BEWARE of the liars and cheats. I shall be reporting them as not only has my item (new and with label) been damaged but they also endangered my health, asthma attacks are not funny!
First they reply:

"Dear Raphaela,

I will be raising your inquiry to our Expert Team, please be sure that we are doing everything we possibly can to find the suitable solution, and as quickly as possible.

I will get back to you within 3 working days.

Thank you very much for your patience, I remain available if you have any further questions in the meantime.

Kind regards,
Audrey for Vestiaire Collective"

AGAIN I tell them I have pictures with the shipping label back and front, no holes in the item. I get the usual spam bot reply (picture attached):

Dear Raphaela,

I wanted to get back to you about the sale of your Massimo Dutti knitwear reference 9249836.

Your buyer reported an issue regarding the conformity of your item. As a matter of fact, she noticed a hole in the back (see photo attached).

This element shows a real difference between the item received and its description, which justifies cancelling your sale.

In addition to this, your seller's rating has been impacted which may lead to your Trusted Seller or Expert Seller badge being withdrawn.

I thank you for your understanding and wish you a lovely day.

Kind regards,

Myriam,
Vestiaire Collective

I WOULD LIKE TO STRESS THAT WHILE I REPEATEDLY OFFERED THE PICTURES WITH THE SHIPPING LABEL, THEY REFUSED TO LOOK AT THEM. BE AWARE THAT WITH DIRECT SHIPPING YOU HAVE NO PROTECTION, THEY LIE TO YOU!

Hi,

My buyer reveived his item on 25/11/2021 and I am still wiating for my money. I fond vestiare collective direct chat really useless..
And on top of this, the buyer just reads my message and doesn t replay anymore.

Regards,
Andreea Fratila

I sold 2 items, tracking shows I have handed them in and the shipping company (Hermes in the UK) seems to have lost the items, I can't contact them since Vestiaire issued the label they are the customer, tracking clearly shows I have sent the items, yet the customer service does not respond.
Item 5132267 sold on 4/11/21 shipped 5/11/21 since 10/11/21 in limbo
item 9239069 sold on 14/11/21 shipped 15/11/21 and only one scan with accepted at parcel shop, no further updates

I sold a coat Moncler coat on Vestiaire Collection for £500 Ref No: [protected].
The coat was purchased 9th October.
I sent it DHL using vestiaire shipping labels 11th October.
21st October DHL shipped the coat back to me due to unknown clearance issues.
Vestiaire cancelled the sale.
I have contacted Vestiaire through their provided email chat or a direct email to enquire about the status on 4th October, 5th, 8th 23rd, 4th November and 10th. I have been utterly confused about why the coat came back to me but more importantly my buyer has NOT RECEIVED A REFUND of £500.00.
It is impossible to call Vestiaire and I am concerned my buyer will not get a refund!

On the 30/09/21 I sold a pair of 9ct gold earrings on Vestiaire Collective website using the postage label provided, with Hermes. The item was lost or stolen in transit and I have no money for this sale!
I've contacted the VC team but they didn't bothered too much to solve my issue.
I am so upset as I can give my earrings to charity for free if I wanted no money for them, but I sold the earrings so I am expecting my money ASAP!