Vestiaire Collective
Reviews and Complaints

Item: [protected]

1: Sold on 25/3/2021 ( Thier terms require the said item to be sent within 7
days);

2: I sent on 28/3/2021. Everyone know that overseas parcel will take 14days
or more to be arrived plus in this Covid era;

3: After i posted the said item on 28/3/2021, i click the button "the item is
shipped" as requested by their apps to notify that the item is shipped;

4. The buyer chat me on [protected] and I even informed him/her that I
posted he said item on [protected];

5: parcel arrived at HK on 10/4/2021;

6: You relisted my item WITHOUT NOTIFY me;

7: I e-mail your team on 16/4/2021 and like usual you wont reply; and

8: i chat with their customer service, Jovelyn on [protected] and i am so surprised that she told me "buyer cancelled the sale". I seek for her clarification on why the buyer cancelled the sale, she told me that because of a delayed postage. I informed her that I follow the time frame given by Vestiaire to post the sold item within 7 days from the date of sale. After that she tried to put the blame that I NEVER notified vide chat that i made a post. I further told her that none of your terms required that the seller had to notify vide chat cause your apps already have a button "the item is shipped ".Therefore, I seek for clear explanation on how my item is relisted while the buyer already know that the item was shipped.

9:However Jovelyn cannot explain and insist to settle the said matter vide
e-mail. She emailed me on 1-5-2021 but she do not admit whatever she
told me (para 8) (all the relevant attachments are attached and sent to
her). But still there is no clear explanation on why my sale was revoke;

10:Later I received an e-mail from Alfred on 1-5-2021 which more to denied
and put the blame on me. I replied his e-mail with attachments of para
10.2: Sending and Delivering of Vestiaire's Terms & Conditions that
showed none of your own terms stated that I had to notify vide chat.

11:I also on todate reply to their customer service, Jasmine all the chronologies of the case and still Jovelyn blame me that i'm not notify them vide chat although i kept on remind them about their own terms.

Kindly solve this issues as they seems not follows their own terms and take an advantage to the seller like me.

To whom it may concern,
I sold brand new Gucci dress on the 21.03. 2021, Vestiaire received and authenticity was passed on the 24.03.2021.
On the 25.03.2021 I received confirmation that they made a payment of 166 gbp and it will be in my account within five working days.
Money hasn't arrived, so on the 1 st I contacted them and been told they are dealing with it and I will hear from them within three working days.
Today is 7.04. 2021 still no money on my account, customer service has no answers, emails are ignored.
I am their client for the past five years, my bank details are the same.
So I have no dress no money no answers !

Hi Complaints Board,

I've recently made a purchase with reference # 14774271 from Vestiare.

During my many conversations with the seller prior to purchase, we discussed the size of the and pockets of this bag. I wanted to make sure my Apple mobile would fit in the pockets, otherwise the bag would be pointless to me.

I was informed my mobile phone size would fit. However, after trying to fit my phone in the bag once it arrived, it was clear my phone does not fit. Please see photos below. The button does not close, phone does not fit and conversations to confirm my iPhone 10 would for.

In addition, during authenticity and quality check there was no mention of this distinct old leather smell that is making it very hard to even touch or look at the bag. I have had to keep the bag sealed it's in parcel bag since opening as the smell is beyond disgusting and strong. I own many leather products but this one is very distinct and unique - its make me want to vomit. If only I could demonstrate this smell via text.

I've made several attempts to speak to Vestiare directly within the hour of recovering the bag. Concealed customer service chats, email and Instagram direct messages.

Vestitare have failed to find honour a refund instead asked me to relist the item for sale. This is not a solution I can accept.

I would like an immediate refund to the bag given it it not fit for purpose and the information provided by the seller is not accurate and misleading, not to mention the odour/smell of the bag which is the icing on the cake for me.

I would grateful if you could help me to obtain a full refund and send this item back to the seller as Vestiare/sellers expense. This has been a very traumatic experience for me as a first time purchase at Vestiare.

I look forward to hearing from you soon.

Thanks
Linda

I sent sold watch along with free trainers and a free Christian Dior pouch with Dior bracelets.
Trainers have been taken out and pouch has been listed and sold.
I received email informing me, one of my items doesn't match it's description and if it sells I will be closed down.
I contacted support to change description of item [protected], I asked to add "dark patches can be seen due to usage" this was agreed and shown to me.
And I wake up to the description saying "another large bag" ? Where did that come from ?
I'm so upset at the moment as I'm banging my head off a brick wall, missing items, uncomfortable emails, disconnection from support when they don't know what they're doing.
I'd really appreciate a phone call.
[protected].
If you need more information please ask, I have lots. I also have all the transcripts of all the miscommunication that goes on.

I received notification from Vestiaire Collective one of my items had been sold but the shipping label they sent me was to ship to Hong Kong even though I lived in Spain I knew this could not been correct but I went online and chatted with their representative name of Yann who told me this was correct and to print the label off and take it to the post office and it would be shipped for free. I did this and I was right I had been sent an incorrect address label and a new one was issued to France and was collected by UPS. The item was received and even thought it was brand new with labels and I took photos before sending as I have had a problem before with this company stating brand new items with labels are defective on receipt they claimed there was a fault. I was given the chance to accept the drop in price and as I wanted rid of any dealings with this company I accepted via their app and in a further email I received. Their app and link in their email is clearly not working as I have just been told they are waiting to hear from me and not to keep the buyer waiting. I had fortunately screen captured everything and forwarded it to them but what I have found when a representative from Vestiaire cannot answer a query they choose to leave the chat and the customer waiting. I have also resorted to emailing the CEO Maximilian Bittner but him nor a representative has the courtesy or good manners in replying.

To this date, my parcel bought in VC had been stuck in the same depot for nearly 20 days and there is no update in the tracker for 11 days. I have escalated pretty much everyday to VC being asked to be patient. The have escalated it to the courier but they wouldn't give me any information as I am not the sender. They finally started a formal investigation and 8 days later I still haven't heard from anyone. I contacted then again and because an investigation had been started/requested they can't give me any information.

Refused to accept a return and to refund my order. Item is not as described and I feel it was misrepresented. Customer service agents hung up on me and also lied to me about sending follow up contact information. They do not care about their customers. They lie and steal your money. This company is a scam. Please do yourself a favour and never buy from them. Fake products.

I sold my bag complete with all the accessories as advertised. It was checked at VC and an issue was raised that the raincoat was missing on 21/01. It 100% was sent with the bag. I requested a recheck and 4 days on I haven't heard the result or any update. My buyer in the meantime has cancelled the sale. I cannot get in touch with anybody who can answer my question. It's completely unacceptable and has caused me a huge amount of inconvenience and frustration. It is an expensive item, sat holding in VC. I just want help, support and an answer regarding this issue. I'm getting nowhere.

I sold items on Vestaire Collective in Oct2020 but have not received payments. I have now emailed 44 times and am getting nowhere. Vestaire insists they have paid me twice but my bank informs me that the payments have been bounced back as I have recently married and the name on my bank account has changed and therefore does not match my Vestaire account. I have now changed my Vestaire account so that the names will match and have requested the payments be made again. Vestaire are refusing to engage stating they have paid me. I have requested a bank trace which they can perform from their end but I have heard nothing.
Vestiares terms and conditions even state that the names MUST match for a successful bank transfer but no one will listen.
Refs 12196369
12165645
12165973
12231782
12196480
12165195

On the 22.09.20 I ordered a black Gucci Soho Disco bag from Vestiaire Collective. Order ref. 30534575
When I received this bag it looked smaller than I had expected. This prompted me to double-check the original listing. Upon searching for the original listing of the bag I purchased (reference 11858867) I came across a second listing (reference 12084518) which had used identical photos including photos showing the serial number of the bag. This immediately rang alarm bells in my head. How can 1 bag be listed twice and sold to 2 separate customers?
With these suspicions, I did some research and could not find any proof that Gucci has ever manufactured a bag with these dimensions nor with this lining. The bag I purchased has the dimensions of W 5.9 in, H 4.7 in, D 2.8 in. The authentic bags I have found online have dimensions of 8"W x 6"H x 2.5"D. Furthermore the bag I have purchased has a black satin lining, but again I cannot find any authentic bag which such lining (they have a beige cotton lining with a phone pouch)
I immediately reached out to customer service with my concerns. I was instructed to send the bag back to their headquarters for a second verification. This is where my problems started. First, the link where the customer service representative told me to find the returns shipping label did not work, they were most unhelpful in resolving this and instead told me to check my billing address. I am not sure how that would help. Finally, I contacted someone on the chat function who was able to send me the shipping label directly (why couldn't the first person do this, rather than make me wait 5 days) The bag was returned and within less than 24 hours I was notified it has passed their"checks" No proof was offered or information given as to why my concerns were incorrect. At this point, if they had provided me with proof of authenticity I would have apologised for my mistake and moved on. The bag was very quickly shipped back to me and no contact was made to confirm the delivery address. I had previously told customer service I would be unavailable at the original delivery address and had requested to have it sent to another address. This request was ignored and when I contacted them yet again I got nowhere. Finally, I was told if I was unable to sign for the item it would be sent back to their headquarters and I could then request a change of address. After asking three times how I would know it has been returned to headquarters I have given up. I have asked a trusted friend to sign for the item at the original address as I have no faith that the bag would in-fact be returned to headquarters and then returned to me. Every response from customer service has ignored my initial questions and concerns. I am at disbelief that they can turn a blind eye to two identical listings resulting in two seperate sales and that I have been offered no apologies for this error. All of my dealings with this company has lead me to trust them less and less. I have now read further reviews and I see this is not an isolated issue. I am now left with a very expensive fake handbag and a sour taste in my mouth after my dealings with Vestiaire Collective. It is a shame as I have had pleasant experiences with them in the past.

I have sold items on Vestiaire since 2017 they have always paid on time - Last 5 items they have not paid me brought it to their attention 3rd August that the sales in July had not been paid into my account - I have been in contact with them on a daily bases, they records show that I have been paid have asked them for proof of payment or track trace and retrieve my funds.
please need some advise

I had sold a beautiful vintage Hermès scarf for $170. While listing the item, I was asked where I would be shipping from. I listed the item as being sold from South Korea. I'm an American expat and my account has my American bank information but I don't currently live in the States. This caused Vestaire to issue me a shipping label shipping from America despite asking where I was shipping from. They could not reissue a different label and stated that I could either ship the item to them at my own cost or change my bank information to a korean bank and re-list the item- losing out on a seller. I had to cancel the sale. I love the idea of Vestaire but it has so many flaws imbedded in their system, and customer service representatives are incredibly incompetent and not properly trained. Just today, I asked how one can comment on a person's wishlist. The rep said that not possible only in item comments can you leave a message. Umm, I received a comment on my wishlist from another seller on my wishlist and wanted to learn how to do that myself, which is why I contacted them. They don't even know the company they work for or what sellers and buyers can do on their site. Its ridiculous.

I placed an order on May 2, 2020 for a Burberry purse for $307.48 that
I never recieved. I called in and sent the requested documentation. Finally on June 11, 2020 I reecived a message stating they were issuing me refund. I still havent received my refund. Vestiaire nor its bank will respond to my banks request. I have reached out the them several times and finally was told there was an error and that someone would reach out to me within 24 hours. I still havent gotten any inforamtion or a refund. I have spent hours trying to get my money and all the agents give you the same bogus message.

I'm writing to compliant about the arrangement of my Tiffany & Co bracelet (item no.[protected]) which sold on 22 June 2020.

I just noticed that you are not authenticate the item due to the reason "does not match the quality standards set by the brand". What is that mean? Would you please explain more? Please note the bracelet is a discontinued item, which maybe be more that 10 years ago, but you treat the "brand standard" is same as 2020?

Firstly, your professional team has checked the photos and authorized the item sale online, even my invoice is missing. As a seller I trust that which mean your team well known this item is a old item from Tiffany previously.

Secondly, those pictures I uploaded and description I mentioned which are same as the bracelet you received. Please advise as a seller, did I did something wrong?

Thirdly, when I received your email about the HKD12 shipping cost, is it makes sense that you ask a seller from Hong Kong and send you a physical cheque of amount HKD12 to your office in France? When I contact your Customer Service, your staff David S advised that the shipping cost should be 12 euro instead of HKD12. Typo mistakes in email? David ask me to send a physical cheque or make a wire transfer to France. OMG?! I'm from Hong Kong, how can I issue a cheque in euro and send to your office in France? Do you guys know the bank charge of making a wire transfer from HK to France? It's cost around HKD150 or more. Can we make it simple? Transfer the shipping cost to your bank account in HK? Or pay by PayPal? Credit card?

It's not make sense that you ask you customer who locate in Hong Kong to make a payment to France. If I buy an item in your website, I pay by physical cheque? No, I'm using credit card or PayPal. Please consider and make everything smooth and easy.

I felt very disappointed that I don't even did something wrong, the sale is canceled and need to suffer the shipping cost.

I sold my never worn Saint Laurent monogram bag, lightblue with very soft leather. According to Vestiaire my bag had a spot and therefore showed signs of wear. It informed the buyer that the bag had the condition of good condition in stead of never worn but did not offer any discount to the buyer. The buyer informed me that she would have bought the bag with discount. I told Vestiaire but they did not do anything about it. The sale was annulled and at the same day they returned the bag to me. Relisting like I requested was therefore not possible. I received the bag without the dustbag and worse, there were folds everywhere in the leather(especially corners) and even a big scratch in the inside of the bag. Conclusion Vestiaire did not only frustrate the sale of my bag unnecessarily but also ruined the condition of my bag. I already explained to Vestiaire that the bag has soft leather. Nevertheless it has not taken care properly of my bag. Now because of the flaws caused by Vestiaire I will not be able to sell the bag at the same price as was offered by the original buyer. I expect compensation from Vestiaire for the damage they caused, that will be at least 200 euro for the loss of condition and an apology. My account is msdesign emailadres [protected]@gmail.com

I sold my jacke on vestaire and they can not find it. Luckily I archived everything that I can prove it that vestaire have my jacke. When I wrote the coustomer service they don't have any idea and everytime they can not give any reasponable answer. When I wanted to speak somebody who knows at least something about it, they answer everytime, I can not, they can not give me any phonenummer or an email address. I hope vestaire can answer me soon...

I sold a pair of Gucci shoes for 148 GBP reference number 8894383 and was told that I was only going to receive 111GBP although their website now says that the commission is 11%. Because my shoes had been put on the website before the new commission rate started I was told I would get the old 25% commission rate which isn't stated anywhere on the website and seems unfair. As the shoes were in very good condition and I had negotiated on the basis that I thought I would receive 11% I told VC that I would not be going through with the sale. Firstly, I was advised to repost the shoes so they would qualify for the new rate and then VC got in touch and said that I could have the new rate and would receive the 132 GBP. Therefore I sent the shoes to the buyer only to be sent an email saying that they would not honour that promise and I would instead receive a voucher for the difference of 30 GBP. I told them that I would prefer to have the cash in my account as that is what was promised. I dont want the voucher I want the payment for the amount agreed. I feel like I was tricked so that VC could make the sale go through for the buyer. I have attached the emails of me agreeing to send the shoes after Laura D promised that I would receive 132 GBP for the sale.

I bought a "burberry" scarf on the vestiare website... When it arrived it was so clear that it was fake. The label was badly sewn on, the stitching was wrong and the quality of as awful! I doubt it was even made of real lambs wool, it feels like sand paper.
Whenever I try and contact vestiare through any online chats, or emails they never respond.