this has been the most ridiculous and worst experiences ever in my shopping experience. Want to really give zero or negative stars but I cannot and let me tell you why: The most ATROCIOUS customer service I have ever experienced/seen. Ordered a bag worth almost 700 euros. The bag was delivered and within 2 weeks the drawstring snaps because it was rotten and crumbling. I contact the seller and they were helpful trying to find a solution to send me a new drawstring free of cost but between all the back and forth messaging the 2 weeks return period ended. So the seller informed me they could not take the bag back, or offer me a discount for the drawstring, or send me a new drawstring because of Vestiaire’s policy. So I contact Vestiaire’s customer care to inform them that it is okay with me to share my address with the seller to send me a new drawstring or refund me so I can buy a new one. They said no. Some more back and forth with the seller (who btw was great at trying to find a way to help). I contact customer care again, and to my surprise someone is understanding of the situation and says they can offer me a full refund after they saw the state of the drawstring. I thought great. I get the shipping label from Vestiaire collective, ship the bag back just to my surprise the bag is being sent back to me, with no notification and reason why. When I got the email from DHL (not this company!) that a package from Vestiaire collective was coming in I contacted customer care asking why is it being returned? First agent says “item cannot be returned to us because it’s been past the two week refund policy and I confirm this is the reason why you are not refunded and the bag is sent back to you”. I respond by saying but this was an exception and YOUR customer agent informed me they will do that, pls check the system the messages are all there. Maybe 48 hours later, I get another message from a different agent. “It’s stated that the reason for return is because the colour of the bag doesn’t match the sellers description. our team checked the bag and everything matches the sellers description so we cannot refund you because the colour matches the description”. In my head I’m thinking is anyone even reading my messages and the issue here?! Absolutely not. So I message again clarifying that NO indeed I did not return the bag because of a colour mismatch I returned because the drawstring was faulty after two uses. A DIFFERENT agent, responds “regarding your case here is a link to track your item being returned to you”. Okay now I am sure no one is reading a single word I’m sending. So I ask YET AGAIN. And ANOTHER agent! “I’m going to resolve your issue once and for all, our team checked and item is compliant with description so it’s being returned to you. Rest assured you can re-list the item on here if you’d like.” At this point I gave up on trying to fix my issue so I asked where can I file a complaint? The agent says “im sorry but if item wasn’t complaint to description we can’t do anything, your feedback will help us” I ask again ok so where do I actually leave my complaint this isn’t even about you not refunding my bag or even trying to help this is about your customer service and your inability to care one ounce about your customers concerns. SUPRISE!! Another agent… “sorry as much as I want to help you my hands are tired with the Vestiaire policy”. Very obvious that you do not want feedback on your horrendous customer service nor do you want to try and help solve people’s concern. Might I add that, poor staff training is not on the customer. if your staff makes a mistake and makes a promise to your customer that they can not keep, you try to work out a solution with your customer. Not delay and completely ignore the issue and hope it goes away. I don’t know if anyone from Vestiaire will even read this or care to look into this issue. But I can surely say I will NEVER use nor recommend your company to anyone, and in fact will make sure to share my negative review because this is truly unacceptable as a company who claims to these values “We stand by our values: community, activism, transparency, dedication and greatness”. Absolutely zero transparency, dedication or greatness in my experience. Just avoid them, they really don’t care about you after they take your money.