Vestiaire Collective
Reviews and Complaints

I purchased a Louis Vuitton Courtney bag from this company (with past purchases they have arrived in the companies dust bag if it was not sold with a dust bag and there was some protective wrapping of items)... However this Louis Vuitton bag which cost me AU$1200 including shipping arrived in a cardboard box which was too small for it... so it was bent and squashed and crammed in, there was no dust bag no packaging no bubblewrap no tissue... there was one piece of brown paper at the bottom of the box and this was shipped from the UK to Australia. It was a miracle it was not damaged other then being out of shape from being crammed into its box, when I used the chat line Customer Service I was told what do you want us to do about it... there was no explanation of why there was no dust bag or packaging to protect the bag and no apologies until I asked for one and no reassurance that this would not happen in the future I will not be buying from them again as I cannot risk these expensive items been damaged by packaging which I just found to be disrespectful to the customer and the bag... The reference number for the bag is [protected]

Hello, 

I would like to submit a complaint about my previous experience with Vestiaire Collective. I have been a member and selling with you for last couple of years . No one had any issues with my products. 
A few weeks ago, Beginning of may , I sold a pair of black Prada sandals. An item has been sent with vestiaire generated label , carrier EVRI.

Unfortunately, an item has been lost, which I recognised by tracking the parcel . I emailed to vestiaire support team and to EVRI. After investigation , EVRI reported and officially confirmed to me that the parcel got lost. At the same time , vestiaire support team said, they emailed to EVRI and waiting from them an official confirmation for this lost item , so they will be able to proceed my refund.

After few weeks of following on my case , today Vestiaire team member emailed to me saying that they didn’t receive any email from EVRI and maybe I will chase them to reply to Vestiaire, after that my case has been closed.

The thing that really bothers me is why would you ask me to chase the carrier under Vestiaire name , apparently an official email from EVRI sent to me IS NOT enough and why would you shut my case after that.

I even contacted the live chat twice being told this would become a priority, which it certainly did not. 
I understand that things can get lost, but such an unprofessional support is really unacceptable. Vestiaire is a service where trust should be a number one priority, and they clearly pointed in FAQ section , that it’s their responsibility , an item has been lost , they will refund the money. And this is why me and other people use this marketplace. 
I hope this will be my first and last complaint I need to file, but I was very disappointed in the treatment I received this last month as a member of the Vestiaire community.

Bought a pair of “baby pink, unworn” manolos on vestiare to match my dress for my daughters wedding. Shoes arrived, deep pink and obviously worn. I paid £15 for authentication as it’s hard to tell from photos.

Vestiare refused a refund stating they are as described and offered to relist for free but due to selling fees etc I was going to be over £75 out of pocket through no fault of my own. I complained vigorously but it seems their profits take priority over buyer satisfaction!

MasterCard have now taken on my case

Very disappointed with this company

The two pairs of shoes I ordered last year worked out great. However, of the 4 pairs I ordered recently, I have zero pairs of shoes, and cannot even get a refund on the pair of shoes that their team inspected and immediately fell apart during first wear. I lost at least $50 in authentication fees since 2 pairs failed authentication, and the 1 pair *SHOULD HAVE* failed authentication. I have also lost $55 on the actual cost of the shoes that broke immediately during first wear. There is some mystery delay with the 4th pair of shoes, and no projected date when I will get them. And Vestaire Customer Service is refusing to offer me a refund on the broken pair, or even a 15% discount for my next order to make up for all this. That's probably a good thing, because I never want to order from them again. There are plenty of competitors, and you can bet they will be gaining market share with Vestaire's customer service.

Seller sent me a different item than listed. Customer service refuses to acknowledge the mismatch. They take long to answer and all answers are generic “pre-written” auto responses. The fact that they write that they are “sorry Im not satisfied” and offer me to “relist the product” tells me they have not read my mails nor seen my pictures that proofs it. I cannot relist as the Item I have is not the same as listed. I think nobody actually have tried to help. They make me feel like Im crazy telling me experts have carefully looked at the and veryfied the product. That is a straight up lie. I cant do anything. I m stuck with a product i never wanted and I lost 220€

Vestiaire collective has indeed some nice clothes /shoes /jewelry etc however I don’t know how new this site app is due to its very flawed customer service system. I was excited as some of you may be when coming across good deals on my favorite brands but let me inform you are gambling when u choose to support this site out of ten items I bought from this site i only received 7 of them. There is no way to contact them when they mess up a shipment. I have now lost 1500 or more dollars because of this company and I have yet spoke to anyone

I bought a lot of items and I realized that they are thieves.

They charge you a terribly high amount in currency exchange if you payment is in another currency than EUR. - An item that costs 270 EUR they will charge you 30 EUR more without informing you or giving you any explanation about it - Note: this 30 EUR does not include shipping or authentication payment, this will come later at the final payment.

I contacted them and the answer was that they cannot do nothing about it, it is the the financial department the responsible for this fees.- PLEASE.. of course you know!… The bad thing is that this information does not appear in the FAQ. totally illegal.

I sold my item (ref. [protected]) and payment was supposedly issued on 11 April 2022. However, it's been well over 5 working days (taking into account the long Easter weekend) and I still have not received payment. I've chatted with 2 service agents online and they said payment is on the way, but everyday I check and I still don't see the money in the bank. This is very distressing to me as the amount is not small.

I sold a dress this week and had it picked up by their couriers UPS. This dress was very expensive so was folded carefully and double packaged with care. I was a little bit suspicious about the time taken for the inspection as the dress was in perfect condition. Today I received the report showing pink stains on the collar. THEY WERE NOT THERE WHEN I SENT IT. I have lots of pictures of the dress. It was immaculate. Now the sale has been cancelled and the dress is being sent back. My £1900 dress is now damaged. The chat service was a waste of time. They couldn’t even find the dress even though I could see it in my account. I am supposedly getting an email from an expert but I won’t be banking on that happening. I am so upset that a dress that I own and have looked after is now ruined. VC should at least have the decency to own up and apologise for what has happened instead of making out that I had not declared the stains. I won’t be recommending this company to anyone.

I bought an item 2 months ago .

The item was late being shipped to Vestaire. The item has been lost by the shipper . But Vestaire do not follow up with any efficient customer care . They are now claiming against the shipper , but still no refund to myself the buyer . They have no idea what is happening to their items they are selling . I have been told that I now must wait until the investigation they have opened with the shipper is complete , before they will refund me the money

My parcel is not getting delivered by Evri company, sent you a couple of emails tryied to contact you via chat, no answer.

It is unacceptable to be that uninterested regarding your customers!

On February 14, 2022 I sold a Chanel jacket. All designer items over $300 are sent to VC in NYC for authentication before being sent to the final buyer. I personally packaged the jacket and used the prepaid shipping label sent to me by VC and brought it to FEDEX. Several weeks later, I received an email from VC claiming the box they received was empty. I provided VC with numerous pieces of documentation including the original FEDEX receipt, tracking number, detailed package logistics from the FEDEX site, their employee signature and images. Every time I email them, which they have no customer service number or any other way to contact them except a general customer service address: "[protected]@vestiairecollective.com" I get a seemingly new person with only first names and the same e-mail response: "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 understand it's frustrating to wait, but please don't submit your enquiry again as this can add to the waiting time."

In summary: Be sure to do your due diligence when choosing an online selling platform whether its designer clothing or anything else. I would never recommend Vestiaire Collective again nor Tradesy, which are now under the same ownership.

Lost item by Hermes, no response from VC team. My sale was deleted by VC the good thing I took screen shoots of this to ha proof of evidence.

I sold an Item in fab/22 after posting it with Hermes, the item got lost by currier.

I tried and contacted numerous times VC team via email and chat. No help whatsoever. I was told item is still on the way last time I talked to someone.

As it's 3rd time this year this happened, I started taking screenshots of any communication for proof. Lucky I did cos Vest. C deleted my sale of my account after inquiring about resolution and payment. I find this extremely low move. I have proof of all. I lost £40 sale and ap dress as this never was returned to me. This is not a company that you can count on. They are playing very dirty and slightly illegal game here. Horrible customer service, email no longer works, so really not that easy to get hold of someone to complain. Noone reply to anything. Of something goes wrong, it's on you really. I will get my money back, I won't allow this discussion company to use me like this. It's been 3rd month now. No resolution or help at all. Horrific. I posted it on 26/02/22 and this item never Vas delivered. Noone is helping to resolve. I feeling like fighting with the wall here

I have received a Celine handbag today and it is so clearly a fake.

The stitching is different on either side and it is even coming away on one side due to poor quality of the material used.

I paid an additional fee for your experts to authenticate the item and it could not be more obvious that it is fake.

The item is is brand new condition, with all tags (which I have seen before in Bali at many kiosks stores offering brand new fakes). It is however obvious from the stitching that it is completely fake.

I have tried to get in touch with Vestiaire Collective about 35 times at this point. Each time a new representative answers my email that they will check and doesn't get back to me. Appalling customer service.

This item I sent was never pair for, and I have proof the customer received it as we have spoken via Social Media. I would really like to be paid for the shoes I have sold.

VC lost /stole my parcel at their centre but claims, it is the couriers fault that it disappeared despite having send many pieces of evidence that my parcel was received by VC receptionist. Their customer service is terrible; 1) no phone number 2) no live agents 3) no reply in time.

You really don't want to send your items with them, use Ebay instead.

Dear support team,

Regarding the status for item Lace mid-length dress Dolce & Gabbana (réf. 210166**) that you claim was never sent.

On the 3th of March VC sent me a shipping label (GBR 807 6-00)

On the 6th of March at 11AM, I dropped off a dress at Hermes with a shipping Label that was sent to me on 3 March. (Hermes Code P94661**)

On Wednesday 9th of March 18:32 the dress was delivered by Hermes at Crawley VC center, signed off by the receptionist. See attached confirmation on Hermes website with the code P9466150. The parcel number barcode is T01Y5A0000443086 and clearly refers to VC Crawley with shipping label (GBR 807 6-00)

There is evidence from Hermes that it was dropped off and received by your receptionist especially as parcels are tracked with barcodes. It is therefore rubbish to say the parcel was never sent or lost in the mail.

It seems VC Crawley lost my 2000 USD dress. There are some reports online that staff at VC are stealing items but that is not my issue. You have my dress and lost it.

I am particularly very upset that you claim your clients lost it or Hermes did, which are un based hurtful allegations which are very bad for your business and trust in Vestiaire Collective. Your company should be trustworthy as you store many expensive items from clients and if VC employees are stealing, send items that are a massive breach of trust. I will never use your company's services anymore.

If someone at VC is contacting me again please make sure its management as sorting these minor issues is taking weeks and I am not used to people taking me for an idiot saying items are not sent or lost when the evidence is there .

See attached all 4 shipping / delivery confirmations and evidence that your receptionist signed off on my parcel.

I await your reply.

Best regards

Sold 5 handbags got paid for 2 only with smaller amounts. No problem with account.

Two Hermes bags plus Chanel with higher Euro value never paid.In fact it looks like VC has stolen my handbags.

Reference no :[protected]; [protected] :[protected].

Had numerous emails with different dates for payment - never materialised.

These bags were sold between 19 to 31 January this year.

I have never experienced this kind of working practice.

Not honourable!

Please call me at [protected]

[protected] Sold 31.1 2022 - Hermes birding. Not paid

[protected] Sold 23.1 2022. - Hermes bag

[protected]. Sold. 19.1. 2022 - Chanel bag

Having sold two more items and payments processed quickly …therefore no issues with account details .

However,I am getting messages account verification failed ?

Also,VC sent me three separate payment dates since beginning February which never materialised .

This situation is an acceptable.

I don’t understand VC irresponsibility and working practices.

I am based in the US and purchased a bag from a seller based in GB. Seller wanted 2,500 GBP for the item which at the exchange rate of 1.31 should have equated to $3,275. However, the exchange rate ended up being $3,575, $300 above and beyond of what it should have been, or an exchange rate of 1.43! This means that on top of profiting on the seller's fees, they are also pocketing a SUBSTANTIAL amount on conversion fees. I connected with over TEN agents, each of which ended up ignoring me once I pushed the issue. Also, there is no direct phone line to connect with the company. It is one BIG SCAM! Please do not do business with this company.