Vestiaire Collective
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From the business
VestiaireCollective.com, the best of pre-owned fashion at 30 to 70% off original retail price.
Business Highlights
General
Shipping
Returns
Sustainability
Product
Customer Service
Payment Options
Membership Programs
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Vestiaire Collective Reviews Summary
The overall reputation of the company reflects a mix of strong customer satisfaction and notable concerns. Positive feedback highlights the platform's reliability, thorough authentication process, and a seamless purchasing experience, which many users appreciate. Customers value the wide variety of products and the ability to negotiate prices. However, negative aspects include frustrations over service delays, issues with returns, and a perceived lack of direct customer support. Additionally, some sellers express dissatisfaction with the platform's pricing and commission structure. These insights suggest a need for improved communication and support to enhance the overall customer experience.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
I've been using this site to sell my expensive clothes and shoes and so far I can tell it's the best
Great service fast shipping. Overall a great experience with the shopping process.
Dear Jonathan,
Thank you 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
Item was shipped from another country and were here pretty fast, especially it being the holiday season.
Dear Carlton,
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
Excellent customer service as always. There was a discrepancy with my order, Vestiaire immediately reached out to me. (Seller had already communicated with me, so it was not an issue).
But nice to see Vestiaire had my back.
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
Found what I was looking for, fast shipping, condition as described
Dear Jorge,
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
The item arrived as described, however the seller sold the item without the long chain it comes with and that's a bummer.
Dear CC J,
Thank you for your feedback and for choosing Vestiaire Collective. We are sorry to hear that the item arrived without the long chain. We understand how important it is to receive all components of your purchase.
Please note that we take the matter of conformity very seriously. When an order is placed with the authenticated shipping method, the item undergoes a thorough physical check at our hub to confirm its authenticity and conformity with the description.
During the physical inspection, if our expert team identifies any discrepancies between the seller's description and the current condition of the item, they initiate a report negotiation. This process allows the buyer to make an informed decision regarding their purchase within 72 hours, whether to proceed with the purchase or decline, based on the item's condition.
In this situation, the item was deemed compliant and authentic, which is why it was shipped to you.
Despite our stringent procedures, you can still raise an issue for non-compliance regarding the item within 72 hours of delivery, along with proof. However, returns for a second check at our hub are only possible if the item does not match the seller's description.
If you do not want to keep the item, you still have the option to relist it or create a new listing and set a higher price, which might help you recover some of your investment.
Thank you for your understanding. We hope to see you again on Vestiaire Collective.
Best regards,
The Vestiaire Collective team
Gloves are not as described. Very, very disappointed. Need to return!
Dear Jane,
Thank you for your feedback. We apologize for any inconvenience caused by your last order, the Tory Burch Leather gloves. We truly understand how frustration this can be, and we share your feeling.
At Vestiaire Collective, we take the matter of conformity very seriously and strive to maintain high standards for all listings on our platform.
Please note that buyers have 72 hours from delivery to report any issues related to non-conformity. Since the delivery was made yesterday, you still have the option to report the issue, if you believe your order is not compliant. Please provide us with proof that the item does not match the seller's description, our expert team will be happy to investigate the matter.
If they confirm a case of non-conformity, they will unlock the return of the item back to the seller. This will trigger the order cancellation and your refund.
Thank you for your kind cooperation and your understanding. Should you need any further assistance, please feel free to reach out to our service.
Best regards,
The Vestiaire Collective Team
The seller didn't ship. They are "unavailable" and I have not been refunded
Dear Blythe,
Thank you for your feedback. We sincerely apologize for the delay in shipping your Acne Studios
Jacket (50464460), the lack of response from the seller and for any inconvenience this may have caused. We truly understand your frustration.
Please note that each member is responsible for managing their account, including the chat feature. We encourage all members to use it effectively to ensure a positive experience for everyone. Unfortunately, we do not have any information regarding the seller's lack of response.
Regarding our shipping policy, sellers have a seven-day window from the date of sale to dispatch the item. If the item is not shipped within this timeframe, the order will be automatically canceled, and a refund will be issued.
In your case, the order was placed on December 18th, and the seller had until December 25th to ship it. Unfortunately, they were unable to do so. Currently, your order is cancelled, and your refund is issued, that should reflect in your bank account within 5 working days at the latest.
We hope this clarifies the situation. If you need any further assistance, please do not hesitate to reach out to our service team.
We look forward to seeing you again on our platform.
Best regards,
The Vestiaire Collective Team
Physical authentication for $15 is great. The ability to negotiate (unlike The Real Real) is a plus. I also love the eco-friendly ethos of the company
Dear Paul,
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
As a trusted seller with over 249 items sold and considering that VC is quite a good place to buy and sell, I had this horror experience which will probably make me to delete my account. They just cancelled a sale I made, after they concluded the item was not authentic. A Celine bag which I sent to Vestiaire wharehouse for checking along with an authenticity certificate from Legitgrails. After their "assessment" I sent the photos to a 2nd authenticator and the bag came also authentic. During the verification process, Vestiaire asked for proof of purchase (I did not understand why, since VC is a pre-owned app and most of the sellers do not have the invoice/receipt anymore. Or the items I sell were bought from private sellers who do not gave me any documents except the authenticity certificates). I sent them a Celine invoice which I had (from another bag I own, purchased same year in February 2023 - the reason for selling the second one I received as a gift. Both bags being brand new, never used). I understand I sent the wrong invoice, thinking it belongs to the sold bag, but cancelling the sale under the explanation the bag is fake, is outrageous. Not only it affected my trusted seller badge, but all my activity on VC. On top of that, they asked for 15€ fee to return my bag! What?! 2 authenticators concluded the bag is genuine! VC did not say it is fake until I sent them the wrong invoice. They checked almost all my 249 sold items and NEVER asked for extra documents. And I am sure they can spot a fake item without documents! Because they treat the sellers as scammers, not bothering to give any explanation and keeping my items on the road risking to get damaged, I will delete my account. Beware sellers! Ref number Ref: *******.
I will delete this review once the issue has been solved or any explanation will be given.
Banned from chat for no reason, by the automatic system! Support team admits it is an error but doesn't want to lift the ban! As a seller with 175 items sold, I know I cannot sell anything if I cannot chat with my buyers, especially because I sell expensive items. I was banned for writing to a buyer about how the new buyer's fee are added to the total price and the system detected numbers and it blocked me. The ban was lifted after few hours and a chat agent addmited it was an error. Next day, I messaged a buyer about the fact that I will leave on vacation and asked her to tell me if she is interested in purchasing the item she sent an offer for. Banned again! I emailed VC and they told me the ban cannot be lifted because I was banned MULTIPLE TIMES! Yes, I was, by the faulty automatic system! No one cares and they keep telling me to read the chat rules. I DID! I DID NOT VIOLATE ANY OF THEM! I told them I cannot sell anything without being able to chat also because the impression a buyer will get when seeing that "this seller can no longer receive messages". What would they think? I have over 1000 items listed, 175 sold and I am working hard to be an expert seller. By the way, I get asked alot by the buyers to give them my personal info or names of other platforms I sell on and my answer is ALWAYS this: "I only sell here. Please do not ask or send personal info because we will both be banned on chat!" (this can be proven!). I sent VC captures of the messages that got me banned from chat and they did not care, they keep telling me to read the rules. So, they are admitting that I was banned by the faulty system multiple times and they don't care about lifting the ban, or the work I put in VC or the money they made out of the commissions I gave them. This is frustrating, outrageous and a such a shame! If they won't unban me, I will delete my account because no sales can be made like that.
My user: brand hunter&collector
Customer service don't help really with my issue. As I washed all the reviews about this website they don't solve any things really
Dear Alia,
Thank you for taking the time to share your feedback with us.
We understand your frustration, and we are highly regret reading that you have not received the expected support from our teams.
Having reviewed your case, we confirm that an investigation into your issue is underway. Our team is keeping you informed of the progress. Please check your email for the latest updates.
The latest update indicates that the carrier has recently informed us that they have already processed the damage investigation on their end. They have also advised to keep the original packaging sealed and ready, as the carrier may collect it for inspection. According to the carrier, the driver will collect the goods on the next working day and will make three consecutive attempts at collection.
Once the inspection has been carried out, the carrier will promptly inform us of the results of the investigation.
We hope we have provided you with all the information you need.
Have a great day!
All the best,
The Vestiaire Collective Team
Great and fast service, great overall experience!
Dear Todd,
Thank you for taking the time to share your feedback with us 😊
We hope to see you again very soon and wish you a great day!
The Vestiaire Collective Team
My order was supposed to be delivered on 12/18/2024, but we are now 12/24/2024 and the item that I purchased still did not arrive. I will think twice before ordering from Vestiaire Collective again!
Dear Véronique,
We thank you for taking the time to share your feedback with us.
We regret to hear that your order was not delivered yet, and the estimated delivery date was already passed. Please be assured, we will escalate your case to the relevant team in order to open an investigation. We will get back to you via email. Do not hesitate to get back to us should you require further assistance.
We wish you a lovely day ahead and really hope to see you again really soon!
The Vestiaire Collective team
Looking through the extensive listing of Prada was easy and there were so many I loved, until I found the perfect handbag in the perfect color. I have never splurged on something something so expensive just for me, but I am so happy I did and I will be proud wearing it.
Dear Carole,
Thank you for taking the time to share your feedback with us 😊
We hope to see you again very soon and wish you a great day!
The Vestiaire Collective Team
I have purchase multiple times and have not been disappointed I appreciate the timely turn around time and service
Dear Crystal,
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
Easy to find what I was looking for with effective filters and search tools. I love Vestiare for seeking specific vintage and older designer items.
Dear Sarah,
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
It has been a week. I have had zero outreach from my seller. Nothing shipped.
Dear Shawn,
Thank you for bringing this to our attention.
We deeply regret to hear that your order Prada Monolith leather boots has not been shipped. Please know that we take such matters very seriously, as your satisfaction is our top priority.
Upon verification, we have confirmed that the seller shipped your order on December 19,2024. It is currently on its way to you under the following tracking number: UPS/ Tracking number 1Z532EF49114508838.
If there are no updates on the tracking status for more than two working days, we kindly invite you to contact us directly via chat or email. We will be more than happy to assist you further.
Your understanding and patience are greatly appreciated.
Best wishes,
The Vestiaire Collective Team
It was okay as described.but I didn't get the 10%off as a first time buyer
Dear Beatrice,
Thank you for taking the time to share your feedback with us 😊
We hope to see you again very soon and wish you a great day!
The Vestiaire Collective Team
I purchased a bag on Vestiaire that was advertised as being located in France, but it was shipped from Bulgaria. Despite filtering for items from specific locations (France), the platform confirms that this is allowed and can happen. They told me there is nothing wrong that seller ships the item from a different country.
When I contacted Vestiaire about this clear discrepancy, they questioned my claims and told me I made it up and the bag was never advertised as located in France. Even though the admitted the seller operates both in France an Bulgaria.
Their buyer protection failed completely. Even though their policies state refunds are issued for non-conformity, they refused to act. This platform lacks of transparency and accountability is unacceptable.
If you care about accurate listings and reliable protection of your purchase, avoid Vestiaire.
Dear Nikola,
Thank you for bringing this matter to our attention. We fully understand your situation and sincerely apologize for any inconvenience caused.
We regret to hear that the location of your item did not meet your expectations. Please note that the item's location is not required to be included in the item description. Returns can only be processed if the item does not match the seller's description or if there are concerns regarding the authenticity of the received item.
The Camel Saint Laurent Loulou leather crossbody bag you purchased was sold through authenticated shipping, meaning it underwent a physical inspection by our team before delivery. As the item meets our standard brand criteria and matches the seller's description, it was deemed compliant and authentic by our team.
We have noted that this item has already been relisted under your account. Once it is sold, you will receive a new shipping label to ship the item at no additional cost.
We apologize for any inconvenience this may cause and appreciate your understanding and cooperation. Please do not hesitate to contact us for further assistance.
Kind regards,
The Vestiaire Collective Team
Very good and very quick to send out to me: very nice packaging that was secure and item was exactly as described
Dear Sammy,
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
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Joanna,
Thank you 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