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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No shipping information provided from seller. And incorrect shipping information provided from the website. Customer service kept prolonging getting back to me with the information on the shipping. They kept my money and I never got the shoes I ordered. I ordered the shoes on Dec 7th. I submitted the claim with Vestiaire on December 17th that the order was not received and I get a reply from them in Feb stating the courier denied the claim because it's been more than 30 days.
I ordered a Balenciaga Hourglass Bag last December 12,2022. During the quality control assessment the bag has flaws that the seller didn't disclose and I was contacted about it so I cancelled my order. I was told the order was cancelled and refund should be going back to my card. I wasn't checking my account until January 20,2023 and noticed that Vestiaire Collective has been taken money out of my credit card for total of $1280.00. I contacted the chat support and wasn't helpful as they response once a day or 3 days after! They asked me to send my statement and I did and after a month long of dealing with them everyday until now February 15,2023 no refund has been returned! Now they're asking me again for my statement! What? You gotta be kidding me! I hate this platform and I am here spreading awareness about it. PLEASE GO TO FASHIONPHILE AND STAY AWAY FROM THIS WEBSITE PERIOD!
Dear Jade, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
This company is a joke and would be run better by an average zoo animal.
I ordered an item and was prompted to select shipping to a package pick-up point, not my personal address. The list of pick up shops was pre-populated and included a misspelled name of a (very big and well known) city. I chose it because it was the only option I had. Next thing I know package could not be delivered and was sent back. VC refused to reimburse me, also refused to correct the spelling mistake but instead proceeded to RESHIP the package THREE TIMES (while claiming to have sustainability as their core value LOL). The package keeps being returned and I cannot get them to fix the issue. They also refuse to give me my money back. SHAMELESS, INCAPABLE AND HUNGRY FOR MONEY is what they are. Stay away at all costs.
Dear Una, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
I used Vestiaire for the first time and had very bad experience. The taxes are ridiculously high you can half of what you sold the item for. Better sell on eBay and other platforms but not Vestiaire. Day light robbery
Dear Marian, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
This company is a rip off. I sold some stuff, I asked over 10 times to release my funds and they kept suspending it saying something was wrong. My bank accounts and debit card were all correct - they didn't have a problem taking their service charge. Now it is Vestaire and nobody will help me. They have stolen money that is mine. Don't put your stuff on this site.
Dear Therese, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
As other people have mentioned here Vestiaire doesn't fulfill payments to the sellers. I m quite experienced on P…mark or E.at so decided to give them a try. I have sold a brand new expensive ski garment 2 weeks ago and they never sent me my payment! Their customer service is ZERO help. All they are good at is lame excuses. Like we don't have your information or you didn't update your data or we have sent it you don't see it because it's raining or foggy. Complete FRAUD. Sellers be aware
Dear Ekaterina, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
I would give 0 stars for this company. I sold my item and then it got lost. Sent it using VC label and after they investigated the loss of my parcel for 30 days and they said that it got lost! They said they pay me. And that the payment was transferred and wait 5 working days. Contacted my bank and there was no payment pending. Then I contacted VC and they keep saying they look into the matter!
Still now no payment!I sold an item of an initial value of over £2700!
I will now ask the Consumer Protection to step in. Their behaviour is appalling!
Please avoid for your own sake. These people are scammer and there is not even a telephone number to contact them.
They keep saying they would reply, but unless you keeep writing none replies!
Dear Hassan, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
I sold a gucci pochette bag on vestiaire. Their so called expert stated in quality control report that the handle was not original. This bag was purchased new by myself and barely used. I sent them the receipt and asked them where did they identify that handle was not original. Since the bag is authentic, original, never being altered, repaired or replaced. I even attached my gucci email shipping notification when I ordered my bag. No response. What does the so called expert do? Do they even qualify as expert to make a mistake like that? I won't be surprised if the other way around, let fakes slip through their so called quality control. Shame on you and your experts! Definitely dishonest, disqualified and unethical, un professional. Stay away!
Dear Ann, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
Worst experience ever! Will never ever order through Vestiaite collections again! Ordered a belt Jan 31,2023, FedEx tracking says I will receive it by JUNE 2,2023 4 months later! They have a joke customer service system where you of course can't talk to anyone and can only select pre determined topics that don't fit. They have been fully paid!
Dear Juanita, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
Be careful! They are defeinitely thieves and I am writinf this after more than 2 months that they have stolen or lost my products! They dont have a contact number and from their chat box u will get answers after 2-3 days only automatic messages to wait a bit more. This company should not be allowed to still have an activity, seriously! Its such a shame
Dear Lorna, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
I purchased a handbag from Vestiaire Collective, spending $1.6K and received an empty box. I contacted them immediately while still standing at the FedEx location where I picked up my order. They had me send photos of the box, my ID, a handwritten statement of what happened, and all they did with that is call FedEx to start an investigation. Fedex found nothing wrong with their shipment and then Vestiaire replied back to me after a week and a half of waiting to say "I'm so sorry for the disappointment and inconvenience this has caused." and then suggested I contact Fedex myself in the hopes that they reopen the investigation while not offering a refund or any recourse whatsoever. Basically saying too bad, we are taking your money and you don't get a bag….
Throughout my entire chain of emails and chat history with Vestiaire I repeatedly asked them why the shipment of the bag from the seller to their authentication location was a different weight as shown in the tracking than the shipment of the bag from the VC authentication location to me. They never acknowledged this question, and I asked it several times. How does a package weight drop to almost nothing? But alas, much easier for Vestiaire Collective to blame fedex than investigate their own operations. Also, in order to get in contact with Vestiaire Collective customer care agent, you have to navigate your way through a chat bot to determine what you are contacting them about before they connect you with a live agent…and one of the options you can select is "received an empty box"…. So I am definitely one of many people with this issue if they have that as a common customer inquiry option listed in their chat!
So I paid $1.6k and am left with an empty box, a bunch of frustrating and useless emails and zero trust for Vestiaire Collective. The worst customer service I have ever received online shopping. Ever. This is a fraudulent operation.
Dear C A., we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
I sold a large Telfar bag on the site. I can see the bag is just sitting at a fedex in New York. I've been waiting 2 months for my money and visitaire keeps telling me they're trying to contact the buyer, the emails that they're write me are not in proper English and all the emails say the same thing the only thing that changes is the name of the writer. This company must be a scam I'm really upset still waiting on $400 And I don't have my brand new product that I sold.
Dear Tracy, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
I had used and enjoyed Tradsey for gift shopping. I had purchased an item using a voucher from Tradsey which I applied but it didn't go through for some reason. After days of going back and forth with Vestiaire's robotic personnel, they would not fix their error, and I had to use my voucher on another purchase. This was after they made me miss my anniversary date because shippers failed to ship a bracelet I ordered! This company is a sham. Don't bother with them.
Dear David, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
I ordered a tie which arrived defective, but they said they have an internal protocol that only accepts return within 3 days. I asked when had I been warned of this 3 days return window and why they are exempt from 14 days Consumer Return Act - then they went radio silence. Moral of story: money gone, stuck with a damaged product. It is the price you pay when going with these kind of platform, just need to be aware.
Dear Jonathan, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
My product was purchased from vestaire and I wanted to sell it back. But it didn't pass vestaire's own authentication process. Pathetic.
Dear Katey, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
I just shipped a Hermes item to their warehouse for authentication. It was never worn, in its original box with the original invoice. They claimed there was no box and the seller canceled the purchase. Now I have an unsold item without its box. I have emailed them but based on previous experience, they have such poor customer service they may not even reply. I would not recommend Vestiare Collective to a friend.
Dear Alice, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
Just got my package and the item was torn near a button. Umbelievable that the seller didn't mention it and that Vestiaire collective, after you pay a big fee in order to have the item checked for quality and authenticity, doesn't do anything about it other than asking you to send the item back. So unprofessional from both the seller and the company. First and last time on this platform.
Dear Teo, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
So the seller followed me after I liked the item she was selling. I then offered her an amount below her listed price but she declined it within 5 mins. So I bought it at the listed price. I paid, got charged the amount, and then I messaged her to ask questions about delivery (as I need it in a week or so as I'm going overseas) and she just "seen" my message and didn't reply. Ended up messaging her several times to no response. Contacted the Vestiaire chat and also no reply from them. Been 24 hours since I bought the bag and seller still hasn't responded. I've asked them to cancel my purchase since both sides are unresponsive. Not sure what will happen now. Should've just bought from my local preloved boutique or Rebag/Ebay.
Dear Marie, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
I have gotten some good deals here, but their customer service is almost non-existent and when you do reach someone, they have extremely limited understanding of English. As others have said, they trick you by adding additional fees after you have already agreed to purchase something at a lower price and then indiscriminately ban you from chatting with the seller to explain why you are not going through with the purchase. In one case, they tried to charge me customs duty on an Item that was below the USA threshold of $800. When I tried to get it removed, the Customer Service rep never got back to me. When I tried to get the chat ban lifted, they agreed to do it, but never did. As recently as today, they keep telling me it's lifted when it isn't (see screen shots attached). Trying to deal with customer service is a real nightmare and you can spend months going round and round with them. Not worth the aggravation — I am going to delete their app!
Dear Donna, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team
Sellers be aware! They are cheating on us, the fees that they have applied are much higher and when you point this out all they do is giving you radio silence! Each December they raise their fees by 1%. This is their email we got in December " From 14 December 2022, the Selling Fee in your country for items priced between 80€ and 13 000€ increased from 14% to 15%.
This 15% Selling Fee only applies to items listed from 14 December onwards. For any items listed before that date, the fee will not change " all of my items are listed before the date, so the fees should stay by 14%, they have raised the fees to 17%! The price of all my items have dropped! Not only they lied and changed the fees but they raised it to 17% without telling us! Of course they are incompetent to say anything to that. In the last 6 days I have sent emails and contacted them in chat, of course they are silent, they are silent because they know they are wrong! And are incompetent to get back at me with reasonable answer. I am an Expert Seller, they have cheated on me with the fees for a long time and won't answer to my emails at all! Very poor service, unprofessional. Shame on you for lying and treating your customers this way! All they are capable of is copy paste the same message to each person that complain without giving any solution!
Dear Maria, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best 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 Kenia, we are sincerely sorry to hear that you are not satisfied with our services and thank you for taking the time to share your experience.
We will keep working to transform the fashion industry by empowering our community of fashion activists!
Your feedback is precious to us and we would like to look into your request. Should you need to contact us, do not hesitate to use our dedicated email form here in our dedicated FAQ article "Contact Us". Our teams will contact you as soon as possible to provide you with an explanation and solution. We thank you for your understanding and cooperation. Best regards,
The Vestiaire Collective team