Vestiaire Collective
Reviews and Complaints

Dear all,

Ref: dispute no. [protected]

I wonder if you can give me more updates, as it has now passed 10 days since the below email, and I did not have the money back yet. It is clear that the courier will never be delivered the item at this point, and I do not think it is fair that I have to pay the consequences for the mistakes.

I paid the item on the 21st of Aug a total of £ 29 in advance (£25 for the bracelets + £4 delivery), and yet I have not been credited back the money on my vestiarie account, despite this clearly something that failed from your side.

I am now very disappointed by the level of customer support, and assistance, and at this point - since it is a month - the money should have been refunded.

Also please note that your policy is to fully reimburse a purchase that it has not been shipped to the seller by 7 days.

I wrote to you many times, and you still have not fulfilled your policy obligation after a month!

Please see the quote below your policy in your FAQ

Does Vestiaire have buyer protection?

Vestiaire Collective will fully reimburse you for your purchase if: Your item is not shipped by the seller ⏰ within 7 days. Your item is lost or damaged by the courier. The item doesn't match its description or is not genuine (just remember, you need to report any issues ⏰ within 72 hours of receiving your order).

I am now asking for the last time, to confirm a refund date.

With kind regards

Cristina

I placed an order on the 1st August and paid about 12000sgd.

The parcel never even left the seller’s country, it’s obviously lost.

I have been asking a refund but they keep saying that I should wait until the investigation to be finished.

Shouldn’t they refund the buyer first when the item is lost for 1.5months?

In the chat on the website, 4 days ago, she said I will get a refund within 3days and never replied me since then.

The item location is not my business. I don’t want the product anymore. I want to get a refund.

I purchased one Vintage CHANEL bag charm at VC last year and it passed their quality inspection. In July this year, someone was interested in this item and placed an order. I sent this bag charm to their quality inspection group as required by VC, but it did not pass the quality inspection. The reason given to me was that this bag chain was modified, not Meet their requirements, so they canceled that order. Then I emailed their customer service to explain this and they replied that the item was sold last year and that this year they changed the identification criteria so no changes can be made. What a ridiculous reason, the product I bought last year, this year said it doesn't meet the requirements. It’s been over one month, they still doesn’t accept my request to return that bag charm and refund me.

So DON’T BUY ANYTHING FROM VC ! PLZ!

Scammers ! All Scammer

I bought a Gucci crossbody bag on Vestiaire Collective and paid around €500, and the seller claim shipped in on 21 Aug 2022, and provided me a tracking nr but UPS never updated the delivery and I asked for help from VC , and customer lied to me that they contacted seller to open courier investigation, but they didn't contacted the seller and couldn't provide me a prove . And they blocked the chat between seller and I, since the seller told me that VC didn't contact her for progress.

VC customer is not helpful and lying. And now VC blocked my account.

I have sold a pair of Jimmy shoes back in November 2020 and never thought about checking when the amount was paid to me. It turns out, I have never received the money. I raised this on many occasions by email. I have had back and forth email exchanges from 6 June 2022 to this day (29 August 2022) where we are going in circles. Your company is adamant that my item12686843 last 24/11/2020 "has been completed" on 24 November 2020.

You have shared with me by email the account details where you said you paid the money. These account details are not mine and I do not know where you got them from. I genuinely believe someone mixed the account holder name with bank details. As a result I have never been paid. I keep asking you to check if you have actually been debited - has the money been returned to you. You keep turning the question back to me and want me to confirm that my bank has not received the funds! I mean I do not know how to communicate to you that you need to dig further than "case is completed" - its not even about the money anymore - its about principles. I am filing a complaint here as as well as Trading Standards. I have been on a live chat for the past 2 hours and going no where. The personl just disappears for 20/30mn. I tried to call and been redirected to chat and email. I find this unacceptable to be mislead and not even having someone who is willing to go to the bottom of this. After this matter is resolved (or not!) - I will close my account with you. In any case I have been trying to sell another pair of shoes but you would not accept to pick up the shoes from my work address vs my home address. Some people do work and from the office, how can you not show any flexibility?

Really gutted about my whole experience with you and sad to see how you are just another scam. Wasted energy and time.

I actually cant explain how horrendous the customer service is at Vestiaire. I sold a lovely designer top, in excellent condition to a buyer in Germany, she had received it for 2 days before saying there was an issue with it. I was a little confused as I knew I had sent this out in immaculate condition. When I finally received the top back, it had been ruined by the buyer. It was dry clean only, and had clearly been put through the wash straight away, and as it was wool it had become shrunk and shriveled and just looked awful. I had basically been scammed. Obviously I try to contact Vestiaire (ha!).

They have no phone lines whatsoever, only chat boxes. I tried to explain the situation in the chat box with someone, providing plenty of pictures for evidence of the top I received back. Firstly it takes days for an agent to reply, I only ever seem to be able to talk with one particular agent called Emma, never anyone else that is available. That seems absolutely ridiculous to me, that I can only speak with 1 person! Shes not helpful at all, and told me I need to send the top back to Vestiaire again so they can check it. As if the before and after pictures weren't enough. I've now been sent a DHL label that isnt valid, no drop off points will take it so I cant even send it. Still having no reply from anyone at Vestiaire regarding this. Buyer looks like she has her money back, nothing has happened to her and i've been completely scammed and no one at this company is willing to help me.

Its absolutely disgusting. It had made me so thankful for eBay, where you can speak with someone rational on the phone 24/7, and would protect sellers in this instance as well as there being huge consequences for any buyer that did this.

Vestiaire get your act together, this is a shambles and you should be embarrassed about how you operate. Thanks for absolutely nothing

I have sent an item on July 19th. The item was delivered on July 21st. DHL has proof of delivery.

Vestiaire Collective sent an email confirming that the item was delivered. After 72h they sent an email that the payment was on the way.

Today, August 9th, I checked my bank account and discovered that I had never received any payment. I contacted customer service to be told that my item was never delivered and lost, and my payment was paused. I was never contacted regarding this, and I am pretty sure that if not for the fact that I checked my bank account, I would never have actually discovered the money was missing.

Customer Service is not really helpful, saying that they have opened that case but that's it.

The item I solved was valued at 700 euros.

I have sold my Hermes scarf on July 15th, got notification that it arrived in their facility and that everything looks ok, got another notification that buyer received the item, and then never received a venmo payment! When I adress my problem with their customer service team, I got an answer that they are working on solving my problem and that they will reach back as soon as they found out something. No reaching out, no solving problem , no payment. So it turns out that I have foven away for free such an expensive scarf

Worst app ever!

I had a few issues with uploading some items so decided to go on the live chat. BIG MISTAKE!

I got nowhere the person I spoke to answered in either yes or no to various questions! I was on the chat for over an hour and got literally nowhere despite asking are you there over and over again to which he replied after 10 minutes yes? No no reply to any of the questions asked! I asked if there was a number I could call again 10 minutes to say no! I’m appalled that these people are allowed to work in this type of environment! I’m extremely disappointed and said that I’d be making a complaint no answer!

I’d suggest to anyone to not bother selling on here! It’s dreadful

I have bought a dragon diffusion bag. After issues buying it the order was succesful. The seller then contacted me to say that the bag had previously been sold but returned to Vestaire. Vestaire then relsited the bag which i then bought. The seller has no idea where the bag is, has no tracking to say it is on its way to her. Vestaire havent responded to her. I have made many attempts to get answers. I will get a response hours later with no information and just apologies. They are all useless and i just want answers and for someone to help the seller!

I have tried to list some trousers both for men and women from Philipp Plein and 2 of the pairs were refused based on the fact that no authenticity could be confirmed, since i have the confirmation order from the official website Philipp Plein! So they acusing me of trying to sell fake goods! Nobody answers via chat, no email adress is available!

Bought a bag early June for £300+, bag was shipped with evri who failed to deliver the package. I contacted them via their chat and email and they asked me to wait a week, after which they opened a “dispute” with evri. I have been receiving emails that are automated, I have asked 3 times what the process is and what my rights are and what I’m entitled to but I’m receiving a general automated “ apologies I’m personally dealing with this”, “ sorry to hear” with no one actually reading and responding to emails. They have put my bag as delivered in the app which is false, and when I opened a new chat with them they closed it so that they wouldn’t respond. They falsify things and send out automated responses so it seems that you’re being contacted and they’re “resolving things”. I have now been robbed of £300+

Recently I sold an item, and their so call expert team couldn't verify and requested original invoice from me. In that email they stated if I don't have the required information, the sale will be cancelled and item will OF COURSE return to me free of charge. This is completely lies! I responded same day advising I don't have the original invoice. The sale obviously cancelled, but they asked $12 USD/EURO/POUND from me to have the item returned, I reached out to their customer service to show them the proof of the original email that it will be free of charge. As expected, it responded by saying will reply to me in 3 days’ time. 3 days gone, no update, I reached out again, this time the agent said they don't have a time line when the item can be returned as they Prioritise new orders. WHAT THE! they take less than one day to ship new order, but my item now sitting in their hands for 7 days and yet they don't have a time line. They only care about taken your money! to add to this, I reached out again and asking for update since it’s been a week now, the new agent now claim their expert team responded that I have to pay the $12 fee. So after waiting over a week no one bother to let me know I still have to pay the fee. She sent me another Euro bank account which is different to the one i received via email. so she want me to pay 12 euro now instead of 12 usd. They also didn't include their address as for international transfer and this is a requirement for any international transfer and when I asked for the address the agent said will get back to me in 1 day. OMG! is this company run by a group of kids? They ask customer to pay but provided incomplete information? I reluctantly paid the $12 to their US bank account as provided in their original email (as euro costs me more) and i have to google their US address given their staff doesn't know their own company address. After submitting the payment, the agent claim their US account no longer active! and i have to wait another 5-7 days for update of progress... this is a nightmare. How can they operate a company by providing WRONG bank details, and now refuse to take any responsibility for it. Their instruction is unreasonable and pathetic.

I ordered stevies boots by far and the seller sent me another pair, named edies in croc leather! Vestiaire keep asking me proofs, pics, a video of me opening the parcel, a handwritten letter where I vow to to tell the truth! the seller is in denial and lies to me and vestiaire, it's been a week it's 375 euros and the customer service is a joke, no phone number, they want to avoid contact as much as possible! I guess so many customers are in the same place as me the website is a scam!

I’va chose an item. It was sent with a delay so they refunded me. Bc the item arrived meanwhile I decided to repay it. The’ve sent me all datas, I’ve made the payment, but they continuously say that they cannot find the payment even if I checked with my bank and they received the money. They always send the same robotic messages but in fact they don’t do anything to stop this and pay the seller bc I keep in touch with her…

I made an offer on an item based in Italy and the seller countered with 1750€ but it showed up as $2018 on my end. Based on the € to $ exchange rate yesterday it should have been $1840. I then contacted customer service and they confirmed that there is a 10% mark up on currency exchange and that this information is not disclosed on their website. This is unacceptable! I doubt this dishonest practice is even legal if it is not disclosed. They do not have a phone number and you can’t place a complaint directly with them. Stay away from these thieves!

I certainly hate what VC became in terms of service.

The company doesn’t have a Democratic approach. they control all your listing, and not in the most commercial way: the cropping service is so bad, To the point that I have to delist and relist the item. they not always allow all your pictures to be published.. sometimes they only approve one (the cropped version). You end up having to upload new pictures to complete the listing. it’s absurd!

Also it can take days to have your listing published.

They also don’t allow you to modify the text in the listing. it’s a total nightmare.. so if you’ve done a typo.. you have to do everything all over again.

The customer service in the chat room is slow and people are lazy. they say they will send you an email.. bla bla.. and it never happens. I had situations where I have to contact 5 different agents to get things resolved.

And we pay quite large commissions for this [censored]ty job.

I have recently decided to ask to place a formal complaint and they mentioned that don’t have a complaints address. it’s ridiculous!

I have decided to move to VINTED app which works a lot better.. and far cheaper and more flexible!

the local regulator should definitely intervene. I am sure VC is not meeting the clients expectations!

I sold item until now Unpaid its been 3days and VC is not helping at all chat agents refuse to help & very rude they still protecting VC not telling the truth. Im so stress about this .payment to paypal is very fast only they keep saying they will find way and rest assured i receive my money . But giving me false hope only. One of agent l!e Even say payment completed but its not still "in progress" and no email receive "its payday" I tried FB,IG,TWITTER all no help no one bother to reply ..VC dont be like this to ur seller/buyer dont treat us this way. We send the item to u u got the money and buyer got the item. Then me? Nothing.. i always follow up for it no one bother to help me 😭😭😭💔 im lost. I need my money my own item i sold i need to beg why like this. We trusted u VC dont do this to us have mercy. Life is short.. i cried because of this issue ! Im so broken. Help me

I purchased a Celine top this month and Vestiare’s carrier fed ex sent it to their depot in Missouri which is not on the route from ny to Tennessee. The item is being repeatedly scanned at the fed ex depot in Missouri and not progressing through the courier network.

I have contacted Vestiaire numerous times and they repeatedly confirm that this is what the tracking shows. They keep saying they will investigate with the courier but no investigation has been opened. Their terms state that an investigation has to be carried out within 14 days of shipping so I am under a time limit for this!

Now they have asked for a sworn handwritten statement, copy of my passport and an invoice ( which they never do and never have produced) before they can contact the carrier. I will provide this but it appears to be putting hurdles in my way to stop me getting a refund.

Dreadful company. Not even a telephone number for customer service.

I wanted to cancel an order A few minutes after it was made. I have reported it to the company via an online chat and to the seller. They said once the order was made I cannot cancel it. I have reported it again and again and nothing. The seller replied that she will cancel and then she shipped the item to their hub for quality and authentication. I don’t want the item as I wanted to cancel it straight away. What should I do?