Vestiaire Collective Reviews

Name: Vestiaire Collective
Rating: 1.53

1.5 Rating 1,306 Reviews

13 %

of reviewers recommend Vestiaire Collective

Company Reviews

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Metrics

1.5

Based on 1,306 reviews

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

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Vestiaire Collective 1 star review on 13th December 2024

Sian

Vestiaire Collective 1 star review on 11th December 2024

Leane

Vestiaire Collective 1 star review on 21st November 2024

Iggy

358

Anonymous

Anonymous // 01/01/2019

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“VC customer service is a JOKE. I ordered 2 pairs of shoes. They arrived at a pick up locker 300 meters from my home. I see in VC app that they’re there, but I don’t receive any code for the locker. VC notices that there’s no my information in the parcel, no phone number, address, email, name - NO INFORMATION So they can’t send me the code from the postal service without information and VC for some reason can’t add it. The shoes are already going back. THE NEXT WEEK the second pair of shoes arrived WITH THE SAME ISSUE I’m emailing VC for almost 2 months now, they just changed my email on the platform???? THAT’S IT!! No one is answering my questions on the app or email. Just today couple of hours ago I messaged them on the app about my order since the app shows me that it HAS BEEN DELIVERED??? Couple of hours and no answer they’re just ignoring me?? They have around 300 euros of my money there and they’re not refunding them even though I have over 20 emails in the span of 2 months about this order that I haven’t received.. I’m actually thinking if I should get some legal advice? Is this even legal? 2 months keeping my money and ignoring?”

Helpful Report

Posted 2 months ago

“I've just listed a Cartier C De Cartier bag that I bought my wife for Xmas a few years ago. With it I have the original receipt from Cartier and a delivery note from selfridges, a stamped Certificate of authenticity from Cartier, the dust bag, and the original box. All details were sent over and today they advised they couldn't list it as they couldnt confirm the authenticity. What complete nonsense, I have even sold a Louis Vuitton bag in the past on the site. I'm pleased they have a poor rating on here as the service is the worse I've seen in a long time. Don't waste your time with them and go elsewhere. I tried their online chat and afte querying their decision they just ignored me and closed the chat. This is as a seller, I would never buy from them with this service,, and all the poor reviews co firm this”

Helpful Report

Posted 2 months ago

“My payment should have arrived last week, still not here, I am trying to write to them and I am supposed to get a confirmation email, tried 3 times now, no confirmation email, as usual their horrible software doesn't work. I honestly can't deal with their chat as they are absolutely horrible, leave you hanging for hours, don't know what is going on, give copy and paste replies and then disappear again. Since I have 2 more sales where I am waiting for my money, I am now seriously getting worried, especially since they are not reachable, I went through their stupid webform, NO CONFIRMATION, you can't email them directly, they have no phone lines.... A web based business that can't even keep their IT up to date so you can actually reach them?????”

Helpful Report

Posted 2 months ago

“Hmmm, I had complained before due to the poor service and again I am having an issue. I purchased an item from the platform All confirmed and I was happy. Then the order was cancelled for no reason. I checked and the seller never cancelled, I checked my payment and this was all approved, I therefore contacted customer services and it appears they favoured another transaction and cancelled mine!! That should not be allowed when an order is confirmed!! The seller was unaware this was Vestiaire !! Very disappointing”

Helpful Report

Posted 2 months ago

“A Masterclass in Customer Service (Not) is what Vestaire Collective Team is all about I just wanted to take a moment to express my heartfelt appreciation for the unique experience I've had with their customer service. It's truly impressive how they managed to turn a simple query into an elaborate game of hide-and-seek! First, let me address their customer service representatives. I must commend their uncanny ability to vanish into thin air when faced with a question they can’t answer. It’s like they have a superpower! One moment you’re discussing an issue, and the next, poof! They’ve disappeared, leaving me to wonder if they’ve been abducted by aliens or simply decided to go on an extended vacation. Bravo! Their secret to success whenever there's things that they can’t handle or resolves. Disappear!It’s a brilliant strategy I must say ,to just ignore the seller altogether, hoping they’ll forget about the problem as if it were a bad dream. I mean, who needs resolution when you can just procrastinate indefinitely? It’s a refreshing approach, really. Why face the music when you can dance around it instead? But the pièce de résistance has to be the new customer service representatives they will send in to “take over” a case. They arrive on the scene like fresh recruits in a war zone, blissfully unaware of the chaos left behind by their predecessors. And just when you think they might actually solve something, they too mysteriously disappear, leaving me to wonder if it’s a rite of passage in their company culture. And let’s not forget the grand finale! The moment my issue is resolved (because, of course, it magically solves itself), their team suddenly appears like a genie emerging from a lamp, all smiles and sweetness. It’s as if you’ve been waiting for the perfect moment to shower me with kindness, but honestly, it feels a bit too rehearsed—like a bad sitcom. In conclusion, I just wanted to say thank you for this unforgettable experience. Who knew customer service could be such a delightful blend of neglect, and a sprinkle of false charm? I’ll be sure to recommend Vestaire Collective to all my friends, if only for the entertainment value.”

Helpful Report

Posted 2 months ago

“I have sold tremendous amounts on Vestiaire and I have as well purchased items. Yet this time I was very surprised with their unfriendly and unforgettable manner. Please be aware of how much commission they claim and get while selling the items that , you in the end, basically give away for even lower price than you actually wanted from the beginning. I sold a pair of sunglasses (0kr commission), to a client who never picked up the item. Since she never picked up the item, it was returned to me. UPS now charges me with the custom fee. Vestaire refuse to help me out and basically says that I could relist the item!? But it’s for free and you keep all the commission! This is not service! This is scam and honestly I’m giving away the item for free and they want me to pay for the shipment because a client refuse to pick it up!? I leave it for you to think for yourself if this is logical or not! I will never ever buy/sell from Vestaire again and straight go to the competitors on the market! Very very bad and unfriendly!”

Helpful Report

Posted 2 months ago

“VC charges way too much compared to other platforms. Especially since Brexit their algorithm is pushing for customers around the world so it's not really sustainable to ship thousands miles away plus being charged ton of fees. What's worse however is that they use Fedex and don't give you an option to choose the shipping company. Fedex does not have a drop off point in central London. Am I supposed to travel 45 mins and pay for a commute to send a bag and make a 100 for a bag that should be worth 170 at least...With all the extra charges and VC continuously driving prices down it's not worth it. Plus they still live in ice age. Who has a printer at home to print a label, just use a QR code and print on location before sending. Not practical at all, not worth it.”

Helpful Report

Posted 2 months ago

“I m having a lot of problems with vestiare by almost 1 month. The rule is once the buyer or vestisre receive your item,they have exactly 72 hours to pay you. But its doesn t work anymore like that. Its written but they don t do it so I started to complaining,their customer service I m pretty sure its an ai,as the reply back its always or most of the time the proformal answer. So it looks like they took the payment and waiting that the weekend is coming so for example its written payment due estimated date today,or tomorrow its never done,so they don t pay you,you start to write asking g explanation,proformas answer or not answer at all,they wait for Friday and the estimated payment day becomes the Monday after. Its a sort of legal thing?so all the payment running to vestiare can be a fortune of bank Interest if holding by them even for 2 or 3 days extra. Legally they have to pay you as they write on the website but its no more true I m waiting for these last payment and I leave the website. I agree with who says that once the buyer receive your item,they use it for their weekend after they refuse the item and they don t pay so they really can dream with me to have 1 thing again. Any answer its proformal ,looks from an artificial intelligence Or they ask you to remove an item as I cannot send it from abroad and once come back following their instruction to reelist it,they don t accept the item asking for autentification, when they got it for 2 months shahah ridiculous really,its s joke. Now,as I know that they are reading all these reviews,I really hope they start to follow the 72 hours payment, without extension to the weekend and doing payment any day . I send on Monday I m expect the payment for Thursday Fridays as has been delivered on Wednesday or twesday. If a person contact the customer service is because there is a problem not because today I have no hobbies.ok? Paola”

Helpful Report

Posted 2 months ago

“I listed a Chanel Vintage Item in a perfect condition, after waiting for quite a while I was asking for an status of the payment, they stated that it would take 3 days to complete the inspection , I send a screenshot of the 2 days according to their policy and waiting for an answer received a message that the item had a undone seam issue which was completely false ! they sent me a message requesting a 3 days notice to the buyer to decide, I decided to get the item back and stated in the message that I wanted the item in the same condition that it was sent, with no issues at all ! I told them that specific item was previously inspected by a high top retail in Houston with no issues ! We are very concerned about such a problem and still waiting for the item , not sure if they did it on purpose just to put my item out of the market or what….. what I know is that the buyer had the same item in a different size….we suspect there is something going on …..”

Helpful Report

Posted 2 months ago

“Totally absurd, I sold an item as very good, in fact is was new, never worn (event got cancelled) and had all the tags, buyer in Asia, so it goes through their verification, they now have an issue with it, apparently a pull, only there is no pull, you can see a little bit of the fluff from the white tissue paper in which it was wrapped to protect it. I guess the unqualified doofus who bemoaned that hasn't fulfilled the quota of rejections and let too many damaged items slip through. I will be taking my business elsewhere. I am getting an item returned that was in very good condition and the buyer returns it now because it is not new, I didn't even sell it as new with tags, I sold it as very good, their customer service is is rude, they ell me flat out it is another department but they can't even transfer me to the other department, and I just have to accept it. They are crazy”

Vestiaire Collective 1 star review on 18th September 2024

Helpful Report

Posted 2 months ago

“It is actually awful, if you are selling something and it is in exactly the same condition you advertised it, the buyer can then damage is (like when it is new with tags rip the tags off) and return on that basis, they only look at the pictures and on Facebook there are groups that talk about how you just need a water spray and then pretend your item is stained, or you damage it so you can return. Now happened to me twice and apparently they can't do anything about it. I can't even switch direct shipping off! I will stop selling as I can't afford to have my items damaged by scummy people because they are too fat, and Vestiaire not doing anything about it.”

Helpful Report

Posted 2 months ago

“they (Vestiaire) have bought a bag from me and promised to pay me the second they will have the item relisted on their account. now the item is with them for 4 days, is checked and approved AND relisted. now that im asking about my payment they are ignoring all my messages and mails for days already!!!!”

Vestiaire Collective 1 star review on 17th September 2024

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Posted 2 months ago

“They charge Australian customers “duties and customs” fee when none are payable to the government on the purchase. When questioned, I received a series of bizarre responses, claiming it was all kinds of things- VAT, GST, handling fees for the fees. At one point they promised to pay some of it back to me after purchase. This is fraud.”

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Posted 3 months ago

“I don’t want to pay to authenticate an item $28 when I know it is real it should be optional”

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Posted 3 months ago

“Be cautious when sending expensive items to Vestiaire Collective. There is a significant risk that their "quality check team" may damage your items during inspection and then claim the item was received in that condition. I sent a brand-new jacket valued at €2500, with the tag still attached. After their quality check, they reported a loose button. I sent them photos of the jacket prior to shipping, showing no such issue. After a three-day investigation, they claimed the button must have come loose during transit, which didn’t make sense. The only way the button could have become loose is if it was mishandled during their rushed inspection. They even refused to provide video footage to support their claim that the button was loose when the box was opened. As a result of their error, my sale was canceled, I received a negative review, and the jacket was returned to me with the loose button, which I had to repair myself. Be very careful when sending valuable items to them, as my experience shows they can be unprofessional and may not take responsibility for their mistake.”

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Posted 3 months ago

“So unprofessional support, the worst customer service!!! Never work with them!”

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Posted 3 months ago

“I have had some luck selling and buying there. My issue is with the USER INTERFACE. It is absolutely ATROCIOUS! You cannot even search for your items for sale. You have to scroll, sometimes and mostly if you have more than 10 items, I have about 100… There is no search function for sellers! And to top that off, it refreshes every time you're done editing one. So you must scroll again and again… You also cannot edit your pricing! You can only lower the price of your items. Even after it is approved to sell...you would have to delete it and relist it and wait for it to be reapproved..its just so annoying and slow! I realllllly wish they would take ANY CLUES from other selling sites and see how much cleaner the experience is! I would list WAY MORE if it was easier to list items and edit them. YOU ALSO CANNOT EDIT DESCRIPTIONS once listed”

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Posted 3 months ago

“I sold a vintage Omega watch at Vestiaire Collective with an Automatic movement. The sale was CANCELLED because their Experts after "inspecting" the watch determined the watch needed a NEW BATTERY!!!!! Who are these "EXPERTS"????”

Vestiaire Collective 1 star review on 3rd September 2024

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Posted 3 months ago

“Extremely poor service. Bought a bag including "quality check" by Vestiaire. Bag arrived not as promised (no tags, not new etc). Vestiaire doesn't even care. They refuse to at least refund the 15 Euro fee they charged for the quality check (which they did not do at all). Communication with a Chatbot, poor service.”

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Posted 3 months ago

“I was so disappointed with my experience shopping at Vestiaire Collective- I bought an expensive Chloe bag and felt reassured doing so by the advertised by the "expert's team review of items". The bag arrived and was badly damaged and not as described. I provided pictures and when I sent the bag back for inspection I was told there was nothing wrong with it and as described. So so disappointed and would never shop here again. Please be careful not to make the same costly mistake as I have done”

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Posted 3 months ago

Vestiaire Collective is rated 1.5 based on 1,306 reviews