Bought a Prada blazer from their seller & received with defects. Wrote to them no response. CHEATER!

My experience is good and bad. Good, because I've sold and bought quite a bit. Yes, it's expensive but I think the experience is quite good.

Anyway, the bad part, like really bad:
I've sent a very expensive ring to Vestiaire Collective. I made a mistake in identifyinf the free shipping label (DHL instead of domestic) so at the local post office I had to pay for the shipment myself. That's my mistake so it's OK. For weeks I didn't hear anything, I've sent a lot of e-mails because the track and trace said it was delivered at the correct address. The costumer service per e-mail told me to not worry at all, everything would be fine. But I kept being worried and with good reason.

Today I saw THE SAME RING being sold on the website of Vestiaire Collective. Same size, same serial number, same everything. I called and the costumer service rep. Was nice and his English was impeccable.

But he informed me it wasn't delivered at their office, there are more offices on the same address. My local post office made a mistake by not putting their name on the newly printed label (I did provide them with all the information but that's a different story altogether). I have to try to see where the item was delivered and I can only hope I get my money back. Retail price of the ring is 3400,-.

Anyway, the stolen ring is still available online. They will 'look into the matter.' Meanwhile, a criminal who has stolen my ring is free to sell my ring. There's only three companies on that address and one of them is VC, the other two are a laboratory and a depot for office supplies I believe. One of them appears to open after the package was delivered. That narrows it down to two options. The way I see it is they're giving a platform to criminal activity. It has been hours and the ring is still up for sale, making anyone who buys it accessory to crime.

I'm really not convinced no one in the building of VC took it. But we'll see what happens.

I placed an order on 06/05/2017 for a Saint Laurent bag, after like a week I received the confirmation email, this is my first time buying from VC, so I had no idea that it will take that long to confirm, ship the bag. Almost a month, I contacted their customer service where the heck my bag goes or at, they said that they haven't received anything yet and got contacted the seller, and said the seller has 30 days to ship the item. Like a week ago I got the email saying that the bag went through the quality control and ready to ship to my address which is in US. I tracked the package and said it will arrived 3 days after. So I was waited whole day at home because it needs signature, but nothing happened that day, I gave it one more day before I contacted the customer service again; still nothing. 2 days later, it said the package already went back to the shipper which is in France because DHL couldnt delivery it. I was like WTF? The email also told me to update my address but this is the only address that I have. So the I contacted them again, they said they will try to resend the package one more time. I received an email 2,3 days after saying that the package is ready to resend. I contacted the DHL to schedule for a puck up instead of delivery, but she told me to call back because they still haven't receive the package yet, once they receive it they will be able to modify it. I've been checked the tracking every single day since then, until yesterday it said the package went back to the shipper. SO FRUSTRATED, I don't know what had happened, contacted the customer service already but haven't heard anything from them yet, such a bad customer service, bad experience. I do not recommend ths website at all.

They scammed me $5000 a couple years ago. Now They send me a few emails every hour. I already "unsubscribed" a million times. Just stop harassing me.

The entire process is very lengthy and time consuming.

I wanted to share my awful experience with Vestiaire co. I bought from them a few times- ignoring the awful feedback people have given online thinking this would never happen to me. Until it did. I highly recommend you all take your business elsewhere.

The first problems was they never have the buyers back. I bought something that was incorrectly labeled- had stains and problems all over it. In fact- it also didn't look authentic to me. I complained and they wouldn't stop the transit of the item even though the seller told me after the fact there were issues. So Vestiaire said- send it back to us we'll look at it. They deemed it authentic and it matched the description which it CLEARLY did not. The entire time I'm speaking to 500 different employees- not one person is assigned to me case so I have to tirelessly explain myself over and over to new customer service representatives. I also tried to ask for a phone number- they don't have one. They also don't respond on their email. That's a huge red flag. When a company doesn't have a phone number they distance themselves from customers.

They tried to resell my item on my account- which I told 500 customer service reps NOT to do. Again I had to repeat myself 500 times and they still did it. Finally they took it down- shipped it back and surprise- I get a bill for $300 in duties. I already paid duties when I paid for the item (it's included at check out) I'm angry obviously because how can you be charged twice for duties this item is now worth 0$ because it belongs to me and is not a sold item. It was just them reviewing it.

Again- messaging 500 customer service employees none of them grasp the problem. I have to explain myself over and over and no one is following because new people are on the case every time I send a message. I finally threatened to go to the better business bureau and suddenly they cooperate. They said they'll pay duties and my items was paid and it arrives

Guess what? Vestiaire lied. They told me they paid but they didn't because I get a bill 2 months later saying they didn't pay and I have to. I have messages of proof they said they are going to pay. And now I'm back to square 1 - trying to get a customer service employee to follow the situation and they are purposely not understanding.

Vestiaire is a SCAM and they literally lie to their customer. I will be reporting them to the better business bureau and sharing this story.

Please do NOT buy from Vestiaire. You will not be protected as a buyer.

Learn from my situation

AS A NEW CUSTOMER YOU WOULD THINK THEY THEY WANT REPEAT BUSINESS BUT I GUESS NOT! I HAD SEVERAL ITEMS ABOUT $200, PLACED MY ORDER AND CHECKED OUT. THERE WAS A PROMO CODE WELCOMEVC FOR $30 OFF THAT I MEANT TO USE SO I LITERALLY CONTACTED THEM RIGHT AWAY, NOT EVEN 5 MINUTES LATER I ASKED IF THEY CAN HONOR THE PROMO CODE, OR ADJUST MY TOTAL PURCHASE PRICE. THE GUY ASKS FOR MY ORDER NUMBER AND THEN TELLS ME I CAN NO LONGER USE THE PROMO CODE BECAUSE THE ORDER WAS PLACED. LOL, DUH, I JUST GAVE YOU THE ORDER NUMBER YOU ASKED ME FOR, SO OF COURSE THE ORDER WAS PLACED. I ASKED IF I CAN CANCEL THE ORDER AND REDO IT WITH THE PROMO CODE AND HE SAID I CAN ONLY CANCEL THE ITEMS WITH EACH SELLER INDIVIDUALLY. IM LIKE WHAT?
I WILL NOT BE BUYING FROM THEM EVER AGAIN AND I WILL BE ADDING OTHER NEGATIVE REVIEWS ELSEWHERE BECAUSE THEIR CUSTOMER SERVICE IS TERRIBLE AND THEIR FEES ARE TOO HIGH.I JUST HOPE MY ITEMS ARE AUTHENTIC OR I WILL BE FILING A CLAIM TO GET A REFUND.
AND TO VC- DONT ANSWER ME BACK WITH YOUR STUPID: "We will keep working to transform the fashion industry by empowering our community of fashion activists! " ITS OFFENSIVE THAT YOU DONT EVEN TAKE OUT THE TIME TO ANSWER EACH PERSON BACK WITH AN ACTUAL STATEMENT THAT MAKES SENSE AND IS NOT PURPOSELY REPETITIVE. SO DONT BOTHER, I WOULDNT WANT YOU ALL TO GO THROUGH THE TROUBLE. AND DONT TELL ME TO CONTACT YOU BACK EITHER, YOU ALL LOST YOUR CHANCE WHEN YOU IMPROPERLY TRAINED YOUR REPRESENTATIVES TO DENY A SIMPLE REQUEST TO USE A PROMO CODE THAT SHOULD HAVE BEEN HONORED.

I placed an order on April 4th. I used Affirm, a small loans company, to pay for my item. The order did not get confirmed until April 10th (why does it take nearly a week to get an order confirmed?). Affirm, however, starts counting the day the loan is made! A week goes by. No update. Another week goes by, Vestiaire still hasn't received the item. I contact them. They say that the seller has 30 days to send in the item before the order is cancelled (May 10th). Meanwhile, I have a payment due on my loan on May 6th! I try contacting the seller, they do not respond either. May 6th arrives. I make my loan payment because otherwise it might negatively impact my credit score. Vestiaire never gets the item, and finally cancels it on the 10th. They send a full refund to Affirm, but guess what- for those 30 days I had the loan, interest was being calculated. I'm only going to be getting part of my payment back. I NEVER GOT THE ITEM. I essentially paid Affirm $$ for borrowing their money for 30 days since Vestiaire could not get their act together! It's ridiculous that they allow their sellers to abuse the system. The seller clearly did not have the item and was not planning on ever sending it to me. Why couldn't the seller just say they could not fulfill the order? I could have gotten my refund much earlier, gotten the loan cancelled and not made a payment. And does the seller get penalized for this? Probably not! I was the only one who got screwed in this transaction, and I did everything I was suppose to do. I fulfilled my promise to Vestiaire and Affirm. On top of this the item I wanted is now impossible to find. I couldn't place a different order because I had no idea if I was getting this bag or not! I e-mail customer service and they give me the "oh sorry you had a negative experience we forwarded to the correct department". Thanks Vestiaire. I expect much more from a company that deals in luxury goods. Your customer service could have been much better. I wouldn't be so angry if this situation was handled better. And no, I dont want your $15 off my next purchase. That doesn't even cover the amount I lost to Affirm.

Why Vestiaire Collective Fails Its Customers: A Call for Legal Examination

Do not waste your time with Vestiaire Collective. My experience underscores their poor service and disregard for customer rights. I was locked out of my account without warning, during a time when I had multiple orders processing and being shipped. This action not only disrupted my transactions but also raised concerns about their legal obligations and my consumer rights. Following their advice, I created a new account, only to be unfairly banned again. The customer service, especially from a manager named Eboni, was unresponsive and deliberately obstructive. Claims of multiple contact attempts, which never occurred, further eroded any trust in their transparency.

Critical Failings Highlighted:

1. Inconsistent Policies: The inconsistency in account handling and advice provided by Vestiaire Collective raises questions about the legality of their consumer practices.
2. Poor Customer Service: Repeated failures to provide clarity or assistance could be seen as neglect of duty under consumer protection laws.
3. Lack of Transparency: The failure to disclose reasons for account closures may violate fair trading laws that require transparency and honesty.
4. Advice Leading to Additional Bans: The guidance to create a new account resulting in an immediate ban could be interpreted as misleading, potentially breaching consumer trust and engagement laws.
5. Disruption of Orders: Locking me out during active transactions without any notice potentially infringes on contractual obligations, leading to significant inconvenience and financial loss.

Legal Perspective and Suggestions for Improvement:
Given these issues, there could be grounds for a legal review to determine if Vestiaire Collective has breached consumer protection laws or contractual obligations. The company would benefit from revising their policies and procedures to ensure compliance with legal standards and to rebuild trust among consumers.

Vestiaire Collective's handling of these matters reveals a systemic problem within their operation, showing little respect for longstanding customers and possibly infringing on consumer rights. Their practices are not just disappointing but potentially unlawful. Potential customers should consider these serious issues and the possible legal ramifications before engaging with Vestiaire Collective.

Excellent product. Perfect delivery time. Very good at keeping me updated on the delivery.

It has been 6 months that I have NOT received any Alerts or emails for my items for sale on your web-site!
POOR Customer Service to say the least!

I have never been compelled to leave a negative review on a site like this until my experience with Vestiaire.

Last Christmas I bought a pair of cufflinks for my partner. The item never arrived. After numerous calls I was assured someone would get back to me within 3 days. After not hearing anything from them and calling another several times I was told they would now get back to me within 30 days and that every time I called I would be put to the back of the queue!... Talk about tying a customer's hands behind their back!

I took it upon myself to contact the postal service in France and was told that Vestiaire had not put enough postage on the item and it was being held at their local post office. I called Vestiaire to tell them this and ask them to increase the postage (the French post office were unable to accept payment from me, only the sender). I was told that I was again at the back of the queue and they would contact them within a month. I said that they weren't able to hold it for that long and that I wouldn't receive the gift before Christmas. After not hearing anything back I asked for the postal service to track the package and they said it was no longer on their system. I requested a refund from Vestiaire and was told I wouldn't receive it until the case had been investigated. Still nothing. I only received a refund when I had to get Payal legal team involved.

After having to resort to messaging via Instagram I was offered a 50 euro gesture to cover my calls to them.

Almost a year later I still haven't received it. I have recently been back in touch with them about it and was told their accounting team would be in touch within 3 days. 2 weeks later and still nothing. No response to my follow-up email. I am having to now leave 'comments' on instagram in the hope it will get their attention.

I have never in my life had such bad customer service.

Thanks for your reply.
Never mind. Thank God I have only spent £62. That was first and the last time. I have done my research now and read a lot of reviews, now I understand what kind of company I am dealing with. There is no point to deal with you at all. I have deleted all my selling items and I will not buy anything anymore and I will, of course, campaign amongst my friends and on social media about the type of business you do. I will
Make sure at least my friends will not buy from you.

Sent from my iPhone

On 21 Jul 2016, at 15:28, Support Vestiaire Collective <*******@vestiairecollective.com> wrote:

##- Please type your reply above this line -##
Vestiaire Collective

Holly, 21 Jul, 15:28 BST:
Dear Masha,

Thank you for contacting Vestiaire Collective.

Our Quality Control team have deemed these trousers Authentic and we stand by their answer. The trousers have been returned back to you and a shipping link is available on your account.

Should you have further complaints, please contact us by postal mail to:

Vestiaire Collective,
33 boulevard du Général Martial Valin,
*******,
Paris,
France
We thank you for your participation on Vestiaire Collective.

Kind regards,

Holly for Vestiaire Collective

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Vestiaire Collective
© Copyrights Vestiaire Collective
[N38G5Y-VGV1]

I have been waiting for THREE WEEKS for payment for a sale on Vestiaire. 12 emails later with subject heading: "We've not forgotten you!", have failed to address a defaulting Buyer who has not collected a Guiseppe Zanotti bag from DHL (who does that?), after she purchased it from me on 11th May. Vestiaire have received her payment.

All sorts of excuses from the Buyer, but in the end DHL is contracted to Vestiaire. I fulfilled my agreement with Vestiaire, but they have stalled with excuses they are "investigating" my "query" about about non-delivery, despite DHL holding the item at a facility in France for almost two weeks. Three weeks later, still no payment after fulfilling my part of the contract.

What's interesting is that I am rated as an Expert Seller, have never once dispatched an item later than 24hrs after a sale, always pack & present the item in pristine condition &/or protect it from damage during shipping. I have never had a complaint.

Vestiaire have apparently slipped into the pit of money they have made from subscribers like me, and show absolutely no consumer protection when the circumstances clearly evidence that THEY are liable and must pay a Seller when a third party has failed to perform in accordance with the Sales Agreement they have with Vestiaire.

And yes, I have a great deal of experience in Consumer Law and will be taking action accordingly. If you are contemplating being a Seller, be prepared to battle it out if you decide to work with Vestiaire. If you are a Buyer, know this: you too have a duty of care & must perform in accordance with the the Vestiaire Sales Agreement. Don't mess Sellers like me around!

Honestly i love this app and have Got 10 others on it too.

On 28 December I sold one Chanel Walet reference ******* different shipping to one buyer from France. Since I confirmed the shipping on the next day on the morning the buyer talked my picture and posted the wallet on hers name but hugely expensive, Vestiare alow her to stole my picture and to post one item she didn't arrive,. Buyer received the wallet on 2 January 2024 since then she tried to sell the wallet even to me sending offers,,,, I contacted Vestiare and I complained since the person has posted my item with my picture on 31 on the day the packaging was on transit, since I reported to Vestiare I received one email like the buyer said my Chanel Walet is fake and she will send to Vestiare collective for second authentication check, since then I don't know what happened with my wallet, Vestiare blocked me and nobody has contacted me to inform what happened except the formal email I will don't forget you will work on your case, please help I added pictures of my item al also pictures show the buyer tried to sell my item before then she received with the permission of ves

I was sold a product for over $400 that did not match the pictures nor the write up and they will not take back the mis-represented purchase and refund my money. I have corresponded with them for over for 2 months, and each time they write back to me the give me a NEW reason why they will not refund my money. THIS SITE IS A SCAM, SAVE YOUR MONEY!

My Proof of purchase and email correspondence which Vestiaire Collective will not take back the product which does not match the description the product they sold to me.

7 Oct 2022, 15:10 CEST

Return an Item that did not match its description Ref: 249XXXXX

Hello,

I'm finding it impossible to reach anyone about an Item I purchased that did not match the description. I would like to return it, but cannot see how to do that and just keep getting the run around. Ref: 2494XXXX. The leather is ripped on the Gucci wallet and there is no chain as was shown in the picture and in the description.

Could you please help me with with this return, by contacting the appropriate party for me within your company?

Thank you so much.