Name: Vestiaire Collective
Rating: 1.52

“No one will respond and there’s no way to contact them directly regarding my payout”

Posted 2 years ago

Dear Jane, We are truly sorry to hear that you have not received the expected support from our teams! Please rest assured that we are constantly working on improving our services, thanks to your feedback. In order for us to get back to you regarding your payment request, make sure to share with us your item's reference. Thank you in advance, The Vestiaire Collective team

Posted 2 years ago

“I was harassed by a "buyer" to drop my price, despite having switched offers off, mentioning I do not take offers, she kept at it, I said I switched offers off because I list for my lowest price and really don't want ridiculous offers, then blocked as she obviously would not take no for an answer, as a result she harassed me on the listing and then reported me, now my chat feature is blocked, she also bought another item and didn't pick up, for weeks it is now somewhere in limbo, there is no reply and no way to get in touch with Vestiaire if you do not use the App, which in the past has caused massive problems with my phones and crashed the whole phone, so I had to always had it reinstalled, the software is totally awful, on my Mac there is NO WAY of getting in touch with them, they do not update software and cut corners while raising commission all the time. This seems to be a joke company. The customer service is a sham, I guess I get one of the super standard replies like everybody else gets, apart from the shills who claim that they are great, notice the shills never give details”

Helpful Report

Posted 2 years ago

Dear Rachael, Thank you for bringing your experience to our attention. Upon checking on your case, we confirm that the member is now banned from the Buyer-Seller chat and will not be able to contact you again. Regarding other requests, our team will remain available on any of our contact methods in the "Contact Us" article from our Help Center. Thank you very much for your upcoming contact, The Vestiaire Collective team

Posted 2 years ago

“Easy to use & get what you want, no need to worry about the quality/ automatic problem.”

Helpful Report

Posted 2 years ago

Dear Erling, We thank you very much for taking the time to share your feedback with us 😊 We wish you a lovely day ahead and really hope to see you again really soon ! The Vestiaire Collective team

Posted 2 years ago

“Im sold a bag and their team of experts have found discrepancy. I opted to ship my item back to find out the I would be the one paying for the IMPORT FEES!! They said that returning an item is FREE OF CHARGE! What a fraud. I am paying taxes way more than i purchased the item. Sellers beware!”

Helpful Report

Posted 2 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

“I am a customer based in the UK who has traded on VC for the past three years happily and spoke of good things to friends. Until what happened two weeks ago. The event has been making me highly miserable, with no one from the company providing actual help. I shipped a Chanel fantasy tweed jacket, which I cared for very preciously, to a buyer on the first day of the new year in 2023. The buyer cancelled the order, and upon returning to me from the VC hub, the courier messaged me about the £200 that I suddenly needed to pay as an "import fee" - I had no idea which country this jacket was being sent to in the first place, so I am clueless why I am subject to this international import fee. I spent the past week trying to talk to customer support through chat, and none of the three I have spoken to (Aiza Sophia, Juan Victor, Rein S.) are helping me retrieve my own item back. They reply back to you every 24 hours for every question you have, and nobody answers back to my emails. In the chat, all they say is, "we are looking into it" or "you need to pay it because you are receiving it", which is absolute nonsense. The VC's website clearly states that the seller should be able to receive the item back "free of charge" should the buyer cancel the order. The website also clearly states that the seller is not liable for any import fees, even after Brexit. So why can't you send me my item back with pre-paid import fees? I just want my jacket back. As simple as that. I messaged VC on Twitter and Instagram, and I was shot down, claiming that I could not open a new conversation outside the VC platform. But then why does nobody give me an answer on VC on how I can get my jacket back??? Trust me, I want to shorten this conversation as much as you do. The jacket is still stuck in the postal warehouse because the import fee has not been dealt with by VC yet. To add, although my jacket was legitimately Never Worn, the VC workers decided that it should be Very Good Condition instead of Never Worn - which I am actually okay with because I respect their opinion too. The problem here is the fact that THEY ARE NOT RETURNING THE JACKET TO ME. It is still my jacket that I originally paid for. You are a broker between the seller and a buyer, where the buyer made the decision to purchase it AND pay the import fees based upon THEIR home base (I do not know who they are and whether they live IN or OUTSIDE the UK). Now that the buyer cancelled the decision, it is your responsibility as the agent to ensure that I receive my item back. The buyer's financial decision is not my financial liability. Please give my jacket back to me. I look forward to hearing back from you.”

Helpful Report

Posted 2 years ago

Dear Salz, Thank you for your DM and for being part of the Community ! For your information, we kindly inform that customs fees will be calculated, depending on three factors : - Your location - The seller's location - The price of the item To keep things as simple as possible for the Vestiaire Collective community, we've recently simplified the payment of these fees. Wherever possible, customs fees are clearly listed with any shipping or authentication fees during the checkout process. These fees are considered additional and will be added to the mandatory shipping fees However, to avoid these, make sure to filter your research thanks to our Location filter ! Regarding your request, we have noticed that our team got back to you in the meantime and is currently expecting the item and will get back to you as soon as received. We will handle your request exclusively on this conversation. Thank you for your understanding, The VestiaireCo team

Posted 2 years ago

“BUYERS BEWARE... VC is not honest about its custom fees. They will say no custom fees to get you to buy and you will be contacted by a third party to pay. If you don't pay VC will NOT give your money back and will not refund you the custom fee.”

Helpful Report

Posted 2 years ago

Dear Tanisha, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

“Professional and take care of buyer.”

Helpful Report

Posted 2 years ago

Dear Amy, We thank you very much for taking the time to share your feedback with us 😊 We wish you a lovely day ahead and really hope to see you again really soon ! The Vestiaire Collective team

Posted 2 years ago

“Fake bag”

Helpful Report

Posted 2 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

“Please get your software in order, I listed several branded items, the branding is one you carry and others have listed at the same time or even after me, if I try to send you an email via the website (I am on OS) it says you received the message yet I never get an eMail confirmation, if I try to go into chat, it simply won't open. I don't use the app because frankly on a phone it is far too fiddly. You are selling via the web, so please make sure your website actually works, there is no way to get in contact with you!”

Helpful Report

Posted 2 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

“I purchased a Polene bag on VC on 1/16. Shortly after I placed the order, I quickly found there are some details that doesn't match the real bag. I quickly contacted customer service and attached 1. photos from the seller and 2. photos from polene official website, and I marked the difference very clearly. It is so obvious that the 2 are different. The customer service aknowledged the issue and said they would be looking into it. But today, I saw the authendification has passed and the bag is ready to ship to me?? I paid $15 for authendification, and it is so clear it is FAKE! I paid my money for authentification and yet a such a low quality fake you said is real? Even after I gave you such clear evidence? Are you serious? I paid more than $400 for a fake! I want my money back!”

Helpful Report

Posted 2 years ago

Dear Shierley, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

“Thorough authentication process I always know of the high level of how far they go into looking at any item to make sure it is as listed and that we as purchasers get quality Highly recommend purchasing through Vestiaire”

Helpful Report

Posted 2 years ago

Dear Kim, We thank you very much for taking the time to share your feedback with us 😊 We wish you a lovely day ahead and really hope to see you again really soon ! The Vestiaire Collective team

Posted 2 years ago

“They let things pass in quality control and you most likely will end up with item that is not in the shape that the seller has stated. Since VC let these pieces go through the inspection. I have yet to get a piece that’s in the excellent condition stated. There’s either tares or stains and smells. 1) This is a sellers platform. The winner is the seller and VC who gets a part of the sale. It is NOT a buyers platform. Sell here and buy somewhere else. They then regret to apologize even though you provide pictures, and give you two options. 1) 10% of a future purchase max 300 2) you send it back to them for a second inspection but they won’t send the item back to you. No. They will put it up for sale so that they can comission again! Seriously. This is bad business.”

Helpful Report

Posted 2 years ago

Dear Member, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years ago

“This company is the worst I’ve ever experienced. It has taken me 3 months to resolve a very simple issue involving a site credit. They response with standard (automated) answers not addressing the specifics & ask the very same questions that I had already explained previously. After it was finally resolved, today I received a email with a new discount code for a site credit. They didn’t even have the correct records that it had already been used. Furthermore the site credit that I received today didn’t even work. Crazy!! I would highly recommend that you do business elsewhere. It’ll save you lots of stress & frustration.”

Helpful Report

Posted 2 years ago

Dear Judi, We are getting back to you regarding your recent request on your voucher. Upon verification, we do confirm that your side credited -changed into a voucher to be effective on our platform- has been already used. Therefore, your voucher has been reactivated and does work, upon testing it on your account. Thank you for your understanding, The Vestiaire Collective team

Posted 2 years ago

“They owe me money, and their customer service is SO frustrating. I have money left in my account from Tradesy before it switched to Vestaire Collective. It was trying to auto deposit to a bank account that doesn't exist anymore. I tried to change the bank information/provide my PayPal address, but it wouldn't work. I reached out to customer service on January 4 asking for help with this problem. After an incredibly frustrating exchange where the customer service representative "Merry Rose A." who was super slow to respond to very basic questions (How will I hear from you after this? Will I be receiving an email? Etc.) and provided no solution to the problem, I was told to give them 2-3 days to figure it out and get back in touch with me. That was a week ago. On January 5th, 6th and 7th, they sent me this generic message through the chat function: Hi Mary, We've not forgotten you! Our teams are still working on a solution for you, and we're really sorry for the unusual delay in getting back to you. We will be in touch within the next 24 hours to resolve your enquiry. We understand it's frustrating to wait, but please don't submit your enquiry again as this can add to the waiting time. Thank you for your patience. The Vestiaire Collective team Today, as it's been four days since I've heard ANYTHING (not even this generic repeat message), I reached back out. Nothing. No response. I was on Tradesy for years, and I made them a lot of money. I even promoted them to my friends and also for free on YouTube just because I enjoyed the platform so much! Vestiaire Collective is terrible with customer service for this very basic issue, so I don't trust that they would take care of my buyers or me as a seller. I'm taking all of my listings off this platform, and I will not be recommending it to anyone. Don't list here. Don't sell here. If they're so reluctant to give me the money I earned, I can't imagine they'll be any quicker giving anyone else their money either.”

Helpful Report

Posted 2 years ago

“Do not use this company, they do not want to issue refunds! I've had 2 orders which haven't been sent out and never refund has been issued yet. I have been trying to get in touch with customer services for over a week but I just keep getting automated messages that they are looking into and I'll back within 24 hours, but I never do! This is a very dodgy site!”

Helpful Report

Posted 2 years ago

Dear Member, We are getting back to you regarding your refund requests. Upon checking on your case, are glad to inform that both of your orders have been indeed refunded on January 11 and today, January 13. This information is now available on your order pages. Thank you for your patience, The Vestiaire Collective team

Posted 2 years ago

“Some really incompetent people work there. Terrible customer service. They need to fire everyone and hire people that know the basics of human interaction and customer service.”

Helpful Report

Posted 2 years ago

Dear R, We are truly sorry to hear that you have not received the expected support from our teams! Please rest assured that we are constantly working on improving our services, thanks to your feedback. However, we need to inform that our team got back to you in the meantime to confirm the shipment of your item and shared with you a voucher due to this situation we apologize for again. Thank you for your understanding, The Vestiaire Collective team

Posted 2 years ago

“Very happy with my first purchase on VC! Seller was fast and prompt and product listed is exactly the same as what I received. Thank you.”

Helpful Report

Posted 2 years ago

Dear Member, We thank you very much for taking the time to share your feedback with us 😊 We wish you a lovely day ahead and really hope to see you again really soon ! The Vestiaire Collective team

Posted 2 years ago

“I have some upset about the information show in the shipping label I think this is quite confidential”

Helpful Report

Posted 2 years ago

Dear Gloria, We thank you very much for taking the time to share your feedback with us We wish you a lovely day ahead and really hope to see you again really soon ! The Vestiaire Collective team

Posted 2 years ago

“I encountered a purchase which Vestiaire offered me an option to cancel the order, as the item that they received and verified has some differences from the seller description and can’t tell from pictures shared by seller. I’m grateful that, Vestiaire not only served as a platform for preloved products but also a guardian Angel for buyers and I feel safe to transact via this platform.”

Helpful Report

Posted 2 years ago

Dear Member, We thank you very much for taking the time to share your feedback with us 😊 We wish you a lovely day ahead and really hope to see you again really soon ! The Vestiaire Collective team

Posted 2 years ago

“The buyer was contact me and she regrets in canceling the order and wants to ship it to her, but nobody answers me and her in chat and by email , she also tried reach you out. Please solve the issue ! Ref: 29402852”

Helpful Report

Posted 2 years ago

Dear Anna, We are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience. We will keep working to transform the fashion industry by empowering our community of fashion activists! Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards, The Vestiaire Collective team

Posted 2 years 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