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
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I placed my order almost 3 weeks ago and my sweater still hasn't arrived :( support has been responsive but there's not much they can do
I was very excited to have found a jacket I have been looking for for a long time. I did not know what to expect from the shipping since it was coming from another country but I took the plunge. And then I received a cancellation email. I am confused as to why. I have used other secondary sales platforms and this has never happened. It was canceled by the seller for not having the item, then there should be a feature for sellers to switch the items the have listed to "not sellable" or to be deleted.
This was my first experience with Vestiaire and I can't say it makes me want to shop here.
Dear Samantha,
Thank you for your feedback. We apologize for any inconvenience caused by the cancellation of your item, especially knowing it is your first order on our platform. We truly understand your frustration and empathize with the situation.
Your satisfaction is very important to us. As a reminder, sellers are given a 7-day window to ship your order; otherwise, it will be canceled automatically. In this case, the seller failed to ship the item on time as they no longer had it available.
We appreciate your suggestion regarding the ability for sellers to mark items as "not sellable" or to delete them. Currently, once an item is sold, no modifications can be made. It is the seller's responsibility to ensure that the item listing under their account are available and ready to be shipped once sold.
Each listing should reflect the availability of the item. Please note that cancellations negatively impact a seller's rating and may lead to restrictions on their account activity. We strongly discourage this practice to avoid cancellations.
Thank you for your understanding. If you have any further questions or need assistance with anything else, please do not hesitate to ask. We hope to better serve you in the future.
Best regards,
The Vestiaire Collective team
If you're looking for a reliable platform to buy and sell, this is definitely the place to go. The quality control is impressive, ensuring that products meet high standards, and the customer service is top-notch. Any questions or issues are addressed quickly and professionally, making the overall experience smooth and hassle-free. Whether you're buying or selling, you can trust that you'll be treated with respect and fairness. Highly recommended!
Dear visara,
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
No communication with seller, never returned my messages. But item is beautiful, well priced and shipping was fast.
Dear Julie,
Thank you for your feedback, we apologize for the lack of communication from the seller. We understand how frustrating this can be and appreciate your patience.
It is possible that the seller was busy and unable to respond to your messages in time. We are glad to hear that you are satisfied with the item, its price and fast shipping.
If you need further assistance or have any additional questions, please do not hesitate to contact us. We are here to help and ensure a positive experience for you.
Thank you for your understanding and feedback.
Sincerely,
The Vestiaire Collective team
Product was in excellent condition and was received in a timely fashion
Dear Rashaad,
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
Purchased item and seller never followed through.
Vestaire refunded the purchase but you need to do a better job vetting your sellers.
Dear Cindy,
Thank you for your feedback. We sincerely apologize for the inconvenience you experienced with your recent purchase.
In this case, we kindly inform you that once an order is confirmed, the seller has 7 days to ship the item. If the item is not shipped within this timeframe, the order will be automatically canceled by our system, which is why you received a refund. We assure you that this cancellation will negatively impact the seller's performance, and we are continuously working to improve our vetting process.
We are truly sorry for the disappointment this has caused. We hope you will find a similar item on our platform that meets your expectations.
If you need any further assistance or have additional questions, please do not hesitate to reach out. We are here to help and ensure a better experience for you in the future.
Thank you once again for your understanding and feedback.
Best regards,
The Vestiaire Collective team
The package arrived well, I loved the bag, however there was an "old" smell to it.
Dear Michele,
Thank you for your feedback, we are glad to hear that you loved the bag, we are really sorry to hear about your concerns about the old smell.
In this case, we kindly inform you that you have 72 hours after delivery of an item to report issues via chat or email. After checking, we see that your Louis Vuitton Speedy leather handbag (ref 49938591) was delivered on 12/12/2024, thus exceeding the 72-hour window. Unfortunately, this means that you can no longer open a claim for this item.
However, if you do not wish to keep the bag, you are welcome to relist it under your account. For more information on how to relist an item, please visit our dedicated article: https://faq.vestiairecollective.com/hc/en-gb/articles/200428301-Buyer-Relisting-an-Item.
Thank you for your understanding.
Best regards,
The Vestiaire Collective team
The process was smooth and effortless. You can trust the service and make purchases with confidence. I especially appreciated that the delivery required a signature, which was automatically handled.
Dear Melody,
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
I have not received my item. The item has been returned to the sender and customer service representatives are refusing to give me my money back. I needed it for a specific occasion and that occasion has now passed. I don't want the item resent, I want a FULL REFUND.
Dear Raniya,
Thank you so much for bringing this to our attention.
We are really sorry to hear that you have not received your item yet.
After further checking, regarding the Chanel Boy leather crossbody bag (ref. 49136419) we kindly inform you that the carrier has requested some documents from you for successful delivery of your item, however, as you were not able to send it, the item was returned to us and relisted under your account.
In this case, please be assured that that once the item is sold then shipped, your payment will be issued under your account the next working day, this will have a very good impact on your profile as a seller.
Thank you for your understanding upon this matter.
Should you need further assistance, please let us know.
Kind regards,
The Vestiaire Collective team
I am very satisfied to make purchases on your website, your service is very professional.
Hope you continue the quality of your service. Thank You.
Dear Eleazar,
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
Great experience with description, price and quality, and quick shipping
Dear David,
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 negotiating and buying process. Bag is just as presented. Would buy from this seller again.
Dear Verta,
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
From start to finish the transaction was smooth. I received it in timely manner and the item was A+
I would recommend this seller.
Dear Michelle,
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 seller I was disappointed to see that if a shopper wanted to buy 2 or more items from my shop they should not have to pay 2 fees. Maybe for every additional item add $x.xx
How can I give a rating when I haven't even received my purchase!😕
Dear Michael,
Thank you for your feedback. We are deeply sorry to hear that you have not yet received your order. We understand how frustrating this can be and share the same feeling.
Please be informed that Vestiaire Collective takes such matters very seriously, and we are committed to resolving this issue.
Regarding the shipment process, please note that the carrier is fully responsible for managing the delivery once the item is shipped. We are unable to intervene directly in the process as long as they provide us with updates every 48 hours.
Upon checking on our side, we found that the shipment process has been delayed due to the carrier's inability to provide timely updates. Consequently, we promptly initiated an investigation to address the situation.
The investigation aims to locate the item and determine liability. According to the latest update from the carrier, the item has been located and is already on its way to you, with the lasted update provided today. You can track the item now on your app.
We understand the importance of providing a rating, which reflects your experience on our platform. We recommend providing your rating once your item arrives so you can base it on your overall experience. This allows you to give a more complete and fair review.
Thank you for your kind cooperation and patience. If you have any further questions, please do not hesitate to get back to us.
We hope to see you again on Vestiaire Collective.
Best regards,
The Vestiaire Collective team
I did not get and updates on the shipment status. It has taken a long time for my order to ship. I will never order from Vestiaire Collective again.
Dear Lydetra,
Thank you for bringing this to our attention.
We are really sorry to hear that you have not received any update about your item yet.
Upon further investigation regarding the Christian Louboutin Cloth heels (ref. 35893745), we have found that the item is still on the way to us since you placed the order with authenticated shipping. Once we receive the item, our expert team will require 2 to 5 working days to verify and ship it to you. You will be notified with the tracking number as soon as the item is dispatched.
We appreciate your understanding and patience during this process. Should you need any further assistance, please do not hesitate to contact us.
Kind regards,
The Vestiaire Collective Team
Gorgeous jacket I saw in Aspen and regretted not purchasing. Perfect condition and a fraction of the price.
Dear Moira,
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
Everyone was communicative and helpful. It was my first purchase through this app, but will not be my last.
Dear Paige,
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
Still have not received my item that I purchased on Dec. 1,2024.
Dear Bud,
Thank you for bringing this to our attention.
We are really sorry to hear that you have not received your order yet.
After further investigation, we have found that the shipment of your item is currently on hold due to customs clearance. To solve this problem, we ask you to provide the following documents to the carrier:
• Name and address of the manufacturer
• Manufacturer identification code (MID)
We thank you for your understanding and cooperation in this matter. If you need further assistance, please do not hesitate to contact us.
Sincerely,
The Vestiaire Collective Team
I was looking for an usual shoulder bag and found a gucci purse in my price range that popped. Transaction was easy and the item was as represented. I got the item in a very short time.
Dear Donna,
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
I have yet to receive my order though my credit card has been charged, I believe. Ordered it well over a week ago and no shipping notification yet.
Dear Lauren,
Thank you for bringing this to our attention.
We sincerely apologize for the inconvenience caused by the delay in receiving your shipping notification.
Upon further investigation regarding the Plein Sud Silk shirt (ref. 47909027), we have found that the item is still on the way to us since you placed the order with authenticated shipping. Once we receive the item, our expert team will require 2 to 5 working days to verify and ship it to you. You will be notified with the tracking number as soon as the item is dispatched.
Please rest assured that we will make it as soon as possible.
We appreciate your understanding and patience during this process. Should you need any further assistance, please do not hesitate to contact us.
Kind regards,
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 Gabby,
Thank you for reaching out and sharing your experience.
We are really sorry to hear that you have not received your order yet.
After further checking regarding your Balzac Paris Wool cardigan (ref. 49655022), we kindly inform you that the carrier's site was updated yesterday and the item is still on its way to be delivered to you. We ask for your kind patience during this time.
Please rest assured that you will be notified as soon as the item is delivered.
Your understanding and patience are highly appreciated.
Kind regards,
The Vestiaire Collective team