Vestiaire Collective
Reviews and Complaints

I have sold an item to a buyer through this platform and they day it arrived I got a claim that the item has an issue through a notification in the app.

Based by customer protection within the EU, Vestiaire Collective has the obligation to respect the terms and conditions they are making buyers and sellers to sign.

This was violated by the following:

-the buyer filed a complaint file that was never shared with me

-customer support only responded after 10 days although i had been writing emails and mesaages in the chat asking for help yet mo one responded u til yestersay

- yesterday when i fi ally got a tesponse thye lied to me saying we are working on a solution with the buyer yet the parcel was alrwady returned to me on the address

-the buyer damaged the dress i sold and just returned it to me

-VC did not support in any way this transaction, did not respond to me on time, lied to me about resolving a situation while i was being mislead and sent back a parcel, did not share information with me that they are obliged to share due to terms and conditions in their website

-continued to say we are working on it when it is clearly to late to work on

-refused to answer on time and allow me to prove that item i sent was not damaged but in perfect condition

-i received back a damaged good that was never like this in the first place

To whom it may concern,

I've been in contact with their Customer support since Friday 18th of November and they didn't help me at all.

I'm an expert seller on Vestiaire Collective and was using Apple login through safe domain private relay email service (Apple ID). On Thursday, November 17th I changed my private relay email to my personal gmail email through their live chat service with their customer support (because I wasn't receiving their email), who assured me that that is possible. But when they changed my email, my access through Apple login was not possible anymore. Now their customer service activated some account linked to my email that is not mine at all, I keep telling them (sending them screenshots with my username, offering them my ID, personal information, reference IDs from my sold items...) to help me regain my access to my profile but they keep telling me that my account is not existing. Could You please help me speak to someone who could help me solve my problem? I can provide all of the mentioned proofs (ID, reference numbers of my previously sold items, paypal account information, personal information etc).

Thank You in advance,

Ana Reschner Planinc

I have had several serious issues with VC: un-authorized 15% discount on all my items (and then they take a further 15% commission), banned from chat for no good reason, unable to ship for no reason, +. Customer service is out sourced with no direct connection to the actual company. I think it is run by AI computers. There is no telephone or direct email. Out sourced customer service only reached via Chat or email and they drop you if cannot help (which is always). I have listed over 50 items with them and they add charges without consent. I have been selling and buying with them for 18 months and these incidents started in June or July 2022 and have been getting increasingly worst.

When I first started I could contact directly via telephone for urgent matters (first email, then they would call me). This no longer exists. I have very exclusive and expensive clothing on line with them: They are not trustworthy and I think should be seriously investigated as a business. I believer they are corrupt.

#[protected]: I have sold Chanel sandals at a very expensive price and they never paid me, they keep saying that the payment was executed and that the funds should be in my account in 5 days and they never arrived, they dont have a contact number and their help center is HORRIBLE. They said they will revert back to me in 24hours and they never did. Worse experience of my life. I contacted them so many times and I sent emails but they never got back to me. Now I had to message the girl who bought my sandals (because there is absolutely no way I can reach them) and i asked her to message vestiaire.. the next step is to demand my shoes back.

November 15, 2022…. I sold a rare D&G top and shipped it. My account disappeared and I didn’t get paid. I had to chat with different personnel who assured me they were investigating it. Don’t these fools keep records on their end? I had to jump through hoops sending them proof of shipment — which I sent a photo copy of the tracking. The rep from Vestiaire said the shipment was on its way to the buyer. Then, they started questioning me about which email was in my account. Don’t they know this? So I had to copy and paste my welcome email. I received a message telling me that still no account could be found. So basically, as I write this, my $600 top is floating around and I have no way of getting paid. I sent them a copy of the email they sent saying my item had sold. I was polite to them but when I started losing trust that my item is gone and I’m not getting paid — I am really angry because this is theft! After I sent them the last piece of proof — they gone “crickets” on me. I’m seriously considering filing a lawsuit. I have experience as a law student in suing and with all of the other complaints here, I think it’s warranted. Never, ever use these thief’s for selling your beloved pieces of high fashion. It’s heartbreaking and needs to be stopped. Don’t think I will because I will. They messed with the wrong one.

Order number#[protected]

29/09/2022

It was never shipped to me while i paid $3025

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!

When I sold this Chanel Brooch through this platform, I had NO IDEA what a nightmare it was going to be. The only way you can reach their team is through a chat, in which three different employees came into the chat, and assured me that they would reach a suitable solution due to the fact that under their quality control teams care, they dismantled, and completely broke the piece in which holds the Bell motif and the cross together.

After over a week straight of communicating through their support chat system, they emailed me a link telling me that if my item was damaged, then I need to write a complaint and get the money back from the courier service.

It was not the courier service that took metal pliers, and took apart a highly collectible, extremely rare, vintage Chanel Broach.

Not only is this company not taking responsibility for there company’s mistake in which is not fixable, not a single representative from the company even reached out to me by phone and instead of reaching a acceptable suitable solution, they want me to know and blame it on the courier.

Please see the files that I have attached below, as it shows the photos of the rare valuable chanel piece in which they completely disassembled, and took it apart into pieces in which it was never meant to be taken apart, nor did they have permission to dismantle it. I have also included files in which are a copy of the conversation in the chat that I had with multiple employees from the company, and lastly, I have attached a file of the email response I received from them telling me that they are not liable and I need to make a claim with the courier for damaging my item!

They stole my money - order no [protected]. 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!

On 9/10/22, I purchased a wallet from them and was informed via email that they had received an empty parcel from the seller. So till today I have yet to receive the refund under reference [protected]. They keep telling lies mentioned the refund had been processed, but it didn’t happen..Two of their staffs name Fred R and Curry R replied via email that the refund has been processed on 21/10/22. And the other two staffs name, Florence Ann S. and Chelgen Margarette C. replied via chat that the refund has been processed on 24/10/22. Then on 31st Oct 2022, I received an auto-bot message that they had issued refund on that day. Unfortunately, I had called the bank to check but there’s no pending transaction coming in from overseas. Appreciate if you are kind to help to resolve this issue! Thank you!

I have been trying to sell a purse through them and they keep asking for amex cards for $450 and $250 for a $450 purchase. They were supposed to refund the money to my account within 24 hours. They did not, now they want to me to send them a greendot card with an additional $200. So I am out $900 for a $450 sale of a purse. I am with a very good back but they said it wouldn't take the transfer which is crap. I want my $700 back that they are holding. I would say that I would never get the payment for the purse to begin with. They used to be Tradesy which I have used so many times with great success but company is ridiculous. I cannot speak to anyone. I have asked for a return call but no response.

Hello!

3 weeks ago I have contacted vestiaire collective with question. I told that I have bought bag on eBay, and I don’t have proof that’s authentic, and I’m not sure that’s authentic. And I don’t want to cheat people or vestiaire, and I’ve asked to confirm that’s authentic before it will be sold. And in chat, person answered me to list it with photos of label and serial, so vestiaire will confirm that’s authentic. I asked "will not I lose my expert seller Badge" and I was told that no, only if if don’t meet conditions.

So i have listed the bag - after one day Vestiaire confirm thats authentic By photos and bag was sold! I have sent it to Vestiaire - they refused purchase cos they said they have doubts about bag!

everything is Fair! ive paid 12euro to get it back (now its on the way)!

BUT! I have asked about authentication before selling and they said "LIST IT", and they said i will not lost my badges! But now im not trusted seller and thats impossible to get it back!

I wrote them - its their words thats i will not lose this badge - BUT THEY NEVER READ MY MESSAGES AND JUST SENT templates with words " you will get badges soon again! but once you sell fake You never get your badge back! SO why vestiaire told me i would not lose it and why they offer me to list the item even that was fake! ANd vestiaire dont know THEIR PERSONAL RULES cos 10 times told me that i get it soon very quickly ! HOW? IF ONCE you sell fake you never get it!

[protected]

[protected]

[protected]

Here are the reference code . I sold 3 items on vestiaire. The label provided was Evri, I had a bad experience with delivery with Evri

I thereby used Dhl. My items were delivered in time but sales were canceled.

Items were confirmed received by buyers but vestiaire has refused to pay me . I have sent several emails and I’m told they have refunded the buyers .

I contacted the buyers who stated they have paid vestiaire and did not receive any refund from vestiaire.

Kindly send back my sandal delivered directly to vestiaire and please make payment for my other shoes. Please see reference code above ,

I

I want to complain about the Celine cabas bag - article [protected] - that I sold with VC.

I dispatched the item with DHL using the label provided by them, some days later the buyer said that they had received a pair of jeans instead of my bag. I thought that this was a scam straight away, as the buyer had just registered the account on VC; this had never happened to me before. Besides, she was lying as she was saying that this had never happened to her, but she had never bought anything at VC, otherwise she would have a 'fashion activist' stamp. As I had been selling on VC for 2 years without issues and have a 'trusted seller' stamp, I thought that I would be protected, as I kept photos of the dispatched item. Moreover, I know that the delivery companies keep records of the items sent, so, they could check it out.

I was asked by VC to send photos of the dispatched item, which I did. Like I said, I kept photos of the package that I dispatched. I then receive an email saying that VC would launch an inquiry with DHL. I received from VC a photo sent by the buyer of the package that they received. The package shows a cardboard box, with a professional stick print by DHL, which is not the package that I sent. I sent a bag packed in 3 layers (silk paper, black plastic and craft paper). My package had a label printed at home. Only DHL can print professional DHL sticks. So, my package was opened and someone printed a new label and send something else to the buyer.

I contacted DHL myself immediately and they told me that they open some packages, but film the whole process, so, they should be able to track the bag. They asked me to send them photos of my item and package, which I did. In reality, it is not my job to do this, as this is VC responsibility. According to their terms and conditions, the seller must send the item using the label provided by VC and VC is responsible for the process, including insuring the item. It is a scandal that they ask sellers to send luxury items by delivery company and do not protect them, neither manage the process.

In the meantime, all of a sudden, I started to receive emails from VC saying that there was an 'issue' with the item and that justifies cancelling the sale, and that the item was returned to me. VC never said what item she would return (the bag of the jeans) and what was the problem. They always send photos and description if something happens. Again, according to VC terms and conditions, the buyer cannot cancel the order, unless the item as is not as described, which needs to be proof. So, where are the photos of the item being not as described? Finally, how could the item be as not described, if the buyer claims to have never received it? This is obviously a scam. If she said to have received a pair of jeans instead of a bag, how come that she claimed that it was not as described? receiving a different item (jeans not bag) is different from receiving an item (bag) not as described. I am sure that the bag is as described, as I photographed it well.

I contacted DHL and they got back to me saying that they could not locate the bag, so, it is lost (photo enclosed). They also told me that VC needs to complain to DHL in France about the deliver issue, as VC are the ones that bought the service. The item is supposed to be lost, and so, compensation is due.

This is a scandal that VC lost my bag, want to send me something else in the post, cancel the sale keeping my money, and did not even complain with DHL.

It is VC responsibility to claim with them and get compensation from them.

According to VC terms and conditions, VC has to pay me the value of the item that was sold on their platform and which I dispatched, following their instructions. I will be waiting the immediate payment of the value of my bag, which I innocently trusted to a scam website like yours. Be sure that I will persecute you if you fail to pay me my money, and will go public with this to the press, as I have all the proofs - from photos of the package to your emails and DHL emails.

I removed my items from your platform, and will be sure to never trust a scam site like yours.

I firstly sold an item with this company. The buyer raised an issue, saying the product was marked. Something which was untrue as you could see on the photos. The product was returned to me with makeup stains and a hole and was badly packaged. I raised this the the company and was told that if I returned the item back to them, they would pay me the money for it. They sent me a return label and I posted the item back. After a few weeks, I checked with them to see if it had been received. They said it had been. I asked when they would pay me the money and was passed from pillar to post saying it was being looked into. Later that week, I had a email from DHL to say the product was being returned to me. The company lied to me. What a waste of time and now a £1k coat has been damaged.

1.An authentic item was rejected, when the same item was previously approved ( I deleted the old listing as I wanted to update it). And the second time was not approved. How come one time is approved, and after-not.

2.I understand Vestiaire want to verify profiles of the users. But they have to make sure they provide clear and full information about this process ( for example it was not mentioned that home address may be different from shipping address, which brought me such headache and 3 weeks holding my money). Finally I had to think about it and ask myself , because after explaining few times detailed the issue to Vestiaire agents none of them thought what might be the misunderstanding. And one more advice-they have to make sure this verification is required when the seller does NOT have any payments to collect ( it’s very frustrating otherwise). Basically your profile is not verified but you still can sell and ship , but you can’t collect your money after! Ridiculous!

It was fun to sell with them but lately it brings. Lots of headaches

I sold a genuine £400 pair of amiri jeans via vestiere collective. As soon as the buyer recived the jeans they open up a case saying not as described even though they are brand new in bag ! Few days pass and I recive a old pair of tracksuit bottoms back in the post. The buyer has accidentally left a senders address and name on the parcel. I’ve contacted vestiere and they are useless, won’t talk on the phone and won’t give you any answers on the live chat

I purchased the item listed above on Aug 21,2022 and paid in the amount of $715.14 total. I then sent a message to the seller on 8/23/2/22 and my exact words were "this crossbody is not mini right" the seller then replies and states" it's a backpack, the buckles can be adjusted according to the height or taste". Due to me having to purchase a new cell I was not able to see her response until 08/31/22 when my new device arrived which is also the date that I received the merchandise. When i received the merchandise on 08/31/22 I immediately messaged the seller to advise "I JUST RCVD MY MERCHANDISE AND THIS IS A "MINI" BACKPACK AND NOT A CROSSBODY. (the rest of the message will be uploaded. I advised to the seller that this was MISLEADING and FALSE ADVERTISEMENT. Per her advertisement (which will be uploaded) but in the description it stated BACKPACK. I Vestiaire Collection on Sept !st and was advised that I could resell it back to them for a fee. Im now stuck with a 5 year old mini backpack that I paid over $700 for and would like a REFUND.

I sold an item sent the item using the label provided , sent by UPS . The item was delivered to the pick up point and was supposedly lost , this was 14 days ago . I have had no contact from them . I have contacted them daily and just keep getting an automated reply saying they will contact me in 24 hrs .

The item was an expensive brand new chloe handbag

I shipped sold item using prepaid Vestiaire Collective label with Evri, the item didn’t arrive to buyer in time and I contacted VC to start investigation, they responded that they did. As there were no results for a week I started to read reviews for VC, they were terrible and described my situation exactly. So I searched for my item on VC website and found it being sold from Germany (I’m in UK). I know for sure it is my item as it has a serial number on it. So it seems that Evri is on this fraud as well as they except the item and don’t deliver to the buyer ( I shipped to UK).

Hello

On September 11, 2022 I sold an item [protected] ( have original receip to proov authenticity and original email confirmation from merchant to proove authenticity)

I shipped an item to Vestiare for authenticity check and their incompetent QC department refused tand cancelled the sale

The sent me one email demanding transfer via international swift to wire them $12.00 without disclosing concrete information

This is not on the ir website as part of disclaimer and I never would have been selling on their site

Now they are keeping my merchandse and NOT responding to my emails

They do not have a phone number listed

please help

My email is Marina.[protected]@yahoo.com