Name: Vestiaire Collective
Rating: 1.67

“Terrible. I was sold a handbag I paid over 2k for. It showed it had been physically authenticated by them and they listed it in very good condition. Their website states that very good condition means no items are missing. It is missing a strap. They won’t do anything about it.”

Helpful Report

Posted 1 year ago

“Poor customer service! Vestiaire made an obvious mistake by debuting my credit card for a cancelled payment. Chatted to several different “client agents” and all go silent or say the team is checking the matter. This has been 4 days ago?!?”

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Posted 1 year ago

“HORRIBLE!!!! I bought a Dior bag when it arrived to me, the key ring didn't have the letter i and it wasn't 27cm in size as described, but 21. I immediately took photos of everything and was thrilled. They haven't wanted to give me my money back for over a month now. This week, without my permission or knowledge, they put the bag I returned for sale on my list!!!!! And they said it was checked again by the "experts" and everything the seller said was correct, so they put the bag up for sale. I immediately sent the photos to prove that what they said was a lie! AV is doing everything not to return my money! Please note that before the verification, a report of everything was sent to us and now nothing has been sent to us! When even today the VC's response is that as it was in line with what the seller would say would be put up for sale, it's all here!!! I immediately sent the photo of the description made by the seller and the photos I took, with everything with a ruler! He proved with the photos that what they said once again, in the “expert verification” was a lie. SHAMEFUL They do everything they can to not return the money! They even blatantly lie!!!!! BE CAREFUL!!!!!”

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Posted 1 year ago

“What was a great idea has become a disaster due to greed, arrogance and incompetence. The clowns are not able to authenticate so they create issues, obviously you can’t talk to anyone and their experts, could we please know what their expertise is in? Being totally incompetent maybe? Fees are sky high, if you sell with direct shipping you are very likely to be defrauded and Vestiaire will do nothing, their verification is a joke, they roll the dice and again everything but experts. Last week they were hacked Sort out your page, it’s a tragedy, I sell and buy more on eBay now, you’re a clown cart”

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Posted 1 year ago

“So many fees- buyer, seller, currency conversion and anything else that can be added to buyers and sellers! Everyone is losing. Nobody is winning so many lost sales. You are strangling the life out of fashion resale. The divide between your non existent support with rude, arrogant representatives who show no initiative or signs of intelligence churning out copied and pasted answers. Your ridiculously embarrassing defunct authentication team who raise issues that don’t exist make daily errors with no accountability with the only consequences are penalties against the seller as your Experts cannot change anything. They show no evidence or expertise whatsoever. Senior Management sit in their ivory tower pontificating values that are not being practised then berate fast fashion brands who could teach you an awful lot about service and support. It’s taking years to sell anything there’s 0 seller rights 0 respect after years of loyalty and now 0 sales. What is your end game here? Are you trying to take us all down with you? Show some respect for your Members and Community don’t crush them and pretend it’s necessary. Show some responsibility admit your mistakes and make changes now. What are you waiting for! Or please go ahead and sell out before it’s too late. Have some respect this is just tragic now.”

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Posted 1 year ago

“This is the worst platform imaginable! I do not recommend it to those looking to sell more expensive items or products. Here’s my situation: Before BLACK FRIDAY, I asked how I could apply discounts that would specifically be marked as a SALE. They explained that, unfortunately, I was too late to join this promotion. That was fine—I applied discounts myself. But then BLACK FRIDAY arrived, and they decided to add an additional discount to my items. Of course, mistakes happen, but the prices still hadn’t been corrected from Friday to Monday! I sell high-end jewelry, and people looking for quality will definitely not believe that a genuine product could be priced so low. Because of this, I couldn’t complete a single transaction, even though there was a lot of interest. On top of that, I received an email stating that starting December 4, I would no longer be able to sell my products because they are handmade. I wanted to send messages to interested buyers, letting them know that this was their last chance to purchase, but Vestiaire deletes all the messages I send. I really don’t understand what they charge such high seller and buyer fees for. They create problems for sellers and simply ignore them. I didn’t get any help with other functional issues on the site either. In short, sellers, beware… and buyers, think twice about whether you want to pay such high purchase fees.”

Helpful Report

Posted 1 year ago

“Vestiaire Collective is a french company. I don't think they understand or care about American consumer protection or American customer service. They have HUNDREDS of unanswered complaints on the Better Business Bureau and a rating of F, the lowest possible rating. They have disabled their support email and their PR and professional seller email and their phone in NYC - my guess is because of all the complaints. Chats are boiler plate and are no help at all, just canned apologies. I refuse to buy from them. I sold 6 items in a closet clear out before I quit because of unscrupulous buyers. Their authentication is a joke. I'm sticking with American companies that have the same products and you have recourse.”

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Posted 1 year ago

“Absolutely terrible side to sell on. Tons of offers but no follow through. They don’t require buyers to keep their credit card on file. I think I’m just gonna close on my store and entirely. It’s a waste of time.”

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Posted 1 year ago

“Vestiaire is zero customer service no fulfillment of there own policy They refuse to cancel a very late transaction and issue a refund. I don’t recommend anyone to deal with them.”

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Posted 1 year ago

“I made a sale 1 month ago, they sold my item wich is now in the posession of the buyer. They asked for proof of address. I provided 3 different documents and my valid ID all containing the same name and the same address. THEIR PAYMENT PROVIDER DOES NOT BELIEVE I LIVE HERE. CAN YOU BELIEVE IT? One month since I am begging each day for my 1300E. Every day I talk to a different person. Every day they ask for more PRIVATE documents so they can send me MY MONEY in the same account they send it in the past. I CANNOT BELIEVE THIS IS HAPPENING. IT'S A NIGHTMARE. NOBODY DOES ANYTHING ABOUT IT. I wrote reviews on trustpilot, all they answer is lies. All lies. That they are doing everything they can. All they have to do is make a payment.”

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Posted 1 year ago

“I made a sell of watch that match exactly what I was list but Authentication & Quality Control rejected almost everythink that they can. This is a froud and they lie and now if I dont send 15€ in 4 days I can receive my watch??? Where can I send formal complaint appeal?? Please help ref.49658059”

Helpful Report

Posted 1 year ago

“Vestiaire Collective is now a sinking ship. What was once a promising initiative is now a dying dinosaur. The not so smart introduction of the buyer fee last year which keeps inflating and constant changes to terms & conditions have exasperated an already critical situation. For more than 3 years I have been buying and selling on VC and from both perspectives it has been nothing other than a deplorable experience! To stay I have almost had a mental breakdown while doing so due to the lack of any corporate values and direction, proper service and support from trained professionals is an understatement. To be at the mercy of their amateur authentication team is a frightening experience they should be renamed business prevention team as they make constant errors which result in lost sales. To retain Expert Seller status even after making 150 sales you must sell at least 5 items every 6 months to retain it. This is currently an impossible task given that nobody completes their purchase now that buying fees and currency conversion fees are so high. It has depleted all International sales from US and Australia which were previously the biggest consumers now totally wiped out. Both buyers and sellers are angry at prices over inflated due to added extras. The only ones making money are now VC and they do very little to facilitate sales which surely is the point of this platform. Is there any end to this greed which is effectively sinking the ship. What is the end game plan here.... Trying to engage and offer feedback to senior management is a waste of time they are not interested and despite promises make no improvements. They are just hanging in there for PR purposes and just want to look good and get money from investors in the hope of eventually cashing out. To add insult to injury you are slating high street brands in your latest campaign, is this to make yourselves look better! Very poor etiquette considering you have created a massive vacuum in fashion resale where items take many years to sell and are stuck in what is like a Bermuda Triangle of fashion. Perhaps take a look in the mirror VC - do you really like what you see? Is your ego so big and are your values so narcissistic that you continue to be tone deaf?”

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Posted 1 year ago

“Absurd, I haven't used it for a couple of months after a bad experience, today I get an email that if I don't log in within 30 days they will delete my account and offered me a €20 Voucher, decided to have a look around and maybe buy something, but when I tried to log in, I couldn't as they had deactivated my account..... 30 days? Really? And obviously no way to reach them....”

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Posted 1 year ago

“Terrible, incompetent ‘customer service’. I had to sort everything out myself and mediate between the seller and Vestiaire as the buyer…. Why this would ever be the case I have no idea. The support person would leave me on delivered for ages until I’d send a follow up message. Just all round appalling and rude, I wouldn’t recommend.”

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Posted 1 year ago

“Vestiare collective is the WORST place to sell and buy. Their fees are REALLY high. They charge both the seller and buyer a high fee. What comes to listing items they are completely useless. They "authenticate" authentic items as "fake" saying you did not provide enough "proof" although you took pictures of every label and even button. They let buyer return USED shoes and will give buyer full refund. Claiming that they "were already used" although they were sent brand new to the buyer. Don't ever send yours good to their "quality control". I had a pair of Gucci jeans returned by them and sale cancelled because "they found a small 1mm 'dot' on them". I could continue and continue they are just terrible.”

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Posted 1 year ago

“Direct shipping - the buyer changed the mind and didn't pick up, the buyer is also lying and claims that she couldn't have delivered it to her office. Oddly enough VC sees nothing wrong with that as the parcel eventually got delivered back to me....”

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Posted 1 year ago

“Losers losers, losers. Just look at their Better Business Review - F - the lowest possible. Stay away. They are a foreign company in france so you don't have the protection of American consumer protection laws.”

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Posted 1 year ago

“Decided to sell a dress I had worn once and was hanging in my closet for 3 years, not an expensive dress, one of the highstreet brands Vestiaire accepts, they immediately suspended my account... Seriously, after 3 years they expect me to keep a receipt for a dress that is not even designer? This is totally absurd!”

Helpful Report

Posted 1 year ago

“Vestiaire Collective charges high fees to buyers and sellers by stating they have a team of professionals doing "Quality Control & Authentication". I will relate my experience and you can draw your own conclusions. I recently sold a 12,000 euro bracelet, with its original invoice and certificate. VC's Quality Control did not approve it because the "expert" could not read the invoice in English and got confused because there were two items listed in the same invoice. This the explanation I was given by Customer Service, I have written ptroof of this statement I make. The sale was cancelled, my 12,000 euro bracelet is still with them and their Customer Service chat is the worst I have ever experienced. After waiting 24 hours for a response, I got a standard message explaining that the "expert" got confused when looking at the invoice because there were two items in the invoice, and this is why the sale was ultimately cancelled. I hope this review can help others. I am just wondering, if the "expert" cannot read an invoice in English, can we really trust 100% that they are able to authenticate luxury items, in some cases worth several thousand euros? And if you have a problem, good luck getting an issue resolved with their Customer Service! Very disappointing experience...”

Helpful Report

Posted 1 year ago

“Unfortunately had an extremely bad customer experience, therefore NOT RECOMMENDED!!!! What happened: My parcel came from Asia, which is why I had to pay around €275 in import taxes. So far so good. The parcel could not be delivered, which I did not know because the FEDEX status was not updated correctly. My parcel then arrived at the Vestaire ‘hub’ in France without prior notice and without my knowledge. So a) it will be sent there as the next step b) it has arrived there - I didn't find out. The FEDEX status was still: ‘Delayed, will be delivered soon’, although it had long since arrived at the hub. Let's move on: As the parcel had been there for 3-4 weeks, it was now offered for resale without my knowledge and without my consent. My paid handbag and therefore my property was offered for sale without my authorisation. As I had received purchase enquiries in the app, I quickly deleted the advert. Again, no information from customer service. Unbelievable. Naturally, I was worried about where my parcel was and why my handbag was suddenly for sale. So I proactively contacted Vestaire customer service and only then did I find out for the first time that my parcel had been in their hub in France for a few weeks. I would have liked to have received this information proactively rather than having to ask for it. Next: They offer to send the parcel to me immediately. Of course I accept. Upon delivery, FEDEX surprisingly demands import taxes again (around €205). I refuse, as I had already paid them when I bought the parcel a month earlier (when Vestaire calculated an interesting €275). So I contacted customer service, who assured me that it was an oversight and that I would of course be refunded the taxes. I just had to submit the receipt after payment. And I have to pay, there's no other way to get my parcel. I then submit the receipt for the recalculated import taxes, but of course I never see any of my money. Reason: My Satus would have changed from buyer to seller in the meantime, as the bag was finally offered for sale (without my authorisation). The fact that this happened without my knowledge and consent is consistently not addressed. Only consolations along the lines of ‘we can understand that this must feel frustrating for you’. INCREDIBLE. End of the story: I am stuck with the costs because Vestaire 1) does not honour the employee's promise of a refund, which I have in black and white 2) finds it acceptable to offer my property, i.e. the handbag, for sale without authorisation (and this changes ‘my status’ to seller) 3) does not consider transparent communication about the status of my shipment etc. necessary 4) cannot explain to me why one-off import duties should be paid twice by me Never had such a bad experience. The problem always lies with the customer, the company makes excuses wherever possible or writes about my supposed feelings instead of addressing the facts. FINGER AWAY !!!!!”

Helpful Report

Posted 1 year 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