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
Twice I've had confirmed purchases canceled because the items were no longer available.
Both times I received emails that the items were available…
Excellent! Item received as described. Smooth sale transaction, the updates on my item were timely and appropriate. Item packaging, deivery and condition were all excellent!
All my experiences have been great. No complaints I love this app
I had an issue with a coupon code and was able to message with someone live to fix the problem and they were great! I used customer service a couple of times and every time the service was amazing.
The product I purchased was exactly as described and was shipped out fast. It even came in a cute Vestiaire Collective sachel and attached was the identification card of who verified the authenticity.
Overall great experience, the only thing that sucks are the import fees, but it's not Vestiaire Collective's fault, so still a great we site to find a great deal on luxury items.
Reliable, always help with questions Great experience
I never received the item. It didn't pass their quality/authenticity process. Which is fine but I wasn't informed why it didn't pass. Was it quality? Was it fake? Was it something I might have been ok with? I just wanted that info.
Dear Jessica W.
Thank you for taking the time to leave a review.
We confirm that your order was canceled because the bag did not meet Saint Laurent's criteria.
Should it have been a compliance issue regarding the condition or any small difference with the seller's listing, our Quality teams would have sent you a quality report, which you could have accepted or refused.
More details on this procedure here:
https://faq.vestiairecollective.com/hc/en-gb/articles/360009480958-I-received-a-Quality-Control-report-for-an-item-I-ordered
We remain available for any further information and we hope to see you soon!
The Vestiaire Collective team
Got ripped off! This site is the worst ever. Representatives don't even speak English and they always hang up on you. Sold an authentic item and had to pay 50$ to get it back.
Customer service was responsive and helpful. Item was shipped expeditiously and was in great condition!
I use a few different online sites for shopping and Vestaire s one of my favorites. The site is easy to use (although sometimes on my phone it doesn't want to load- I don't use the app) and so far the sellers have all been great at their descriptions and shipping.
Easy purchase…. Easy sell. I enjoyed the process and will do it again.
VESTIAIRE. I am so happy I made this decision to post my items on your website. Its the best experience ever. My items sold very quickly, I love the tools that Vestiaire uses for protection etc. THANK YOU!
Item came from Europe so it took some time but knowing that it was been checked, verified and guaranteed was worth it.
Well, I found the perfect Christmas gift for my beautiful wife. The seller was super sweet and professional. Punctual. The gift was beautifully and carefully wrapped, packaged and delivered with a lovely and thoroughly informative 3 page note detailing the history of the garment I had purchased. A real class act. My experience overall I must say was awesome. Thank you.
I've truly not a had a problem using Vestiaire Collective. Easy purchasing and easy communications with sellers when making an offer.
I had never heard of Vestiaire, but did a google search on Dolce & Gabbana shoulder bags and the bag I was looking for came up with a link to Vestiaire Collective. I looked through the other D&G bags for sale, but decided on the first one. The verification process took a day, plus a day there, and three days to me. Worth it. I'm very satisfied.
All was perfect, in regards of my customer experience it is just that there are NO notifications of any sort from Vestiaire Collective at least to me letting me know where on when my product will be shipped.
I believe there are easy, non expensive ways, to keep the customer informed on the journey of the product that has been purchased.
Thanks,
Carmen F
Dear Carmen, we thank you for taking the time to bring your experience to our attention! Kindly note that you will be able to manage your notifications and activity on which you wish to be alerted on in "Me > Settings > Push notifications". We remain available for any further questions or requests!
The Vestiaire Collective Team
From the moment I clicked on the boots to like them the experience was amazing.
Honestly, I love the idea of buying used fashion items and being able to have them authenticated before you receive them. In principal, it's great! But honestly, the company itself is a hot mess and nothing ever goes right. My first purchase I ever made, I used my "Welcome" coupon code. The vendor ended up selling the bag elsewhere so they canceled my order. Vestiaire Collective refused to re-issue the coupon, or provide a new coupon for the same value. Twice now I have made a purchase only to be told "Sorry, the seller no longer has the item." And the sellers are still allowed to sell on the platform, how does that make sense? Sellers who screw people over should not be allowed to continue using the site. The customer service is pretty terrible and it's almost impossible to actually get in touch with anyone outside of their email ticket system. I also once bought a bag that was marked "Very good quality" only to receive it and half the bag was stained blue, almost like a dark denim was rubbed against it. How is that very good quality? I complained and they basically said, too bad. Absolutely amazing how terrible this company is.
Dear Ashley, thank you for bringing this matter to our attention! Upon verification of your account, we kindly remind that your order dates back to September 2020 and remind that the Welcome voucher is only available on first orders.
We are sorry to hear that your order has been cancelled. Regarding item availability, sellers will either have 7 or 15 days to ship their sold item before the order is automatically refunded. Please note that their seller statistics will also be impacted, depending on the shipping time and compliance level of their sold items. To avoid any similar situations, make sure to check our Express Delivery section, which will contain items that are in our warehouses and ready to be shipped within 72 hours!
https://www.vestiairecollective.com/g/express-delivery/
We thank you for your understanding,
The Vestiaire Collective Team
When you want to buy an item that's under 60$ and in the end it comes to more than twice the price with shipping and verifying fees it's a little disappointing. When ordering more expensive items though it's definitely worth it!
Dear D T.
Thank you for taking the time to share your experience.
We strive to build a community based on trust and fashion activism. This comes with adjustments and changes.
Your shipping fees are calculated based on your shipping method, shipping country, and delivery country. The more local you buy, the less you’ll pay.
You can find our new shipping fees chart right below:
https://faq.vestiairecollective.com/hc/en-gb/articles/360001032178-Shipping-fees
We hope for your understanding and hope to see you again soon!
The Vestiaire Collective Team
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear rusty A.
We're sorry to hear that your orders have been canceled twice and we apologize for the unfortunate shopping experience.
We truly encourage sellers to update their profiles so we can avoid sale cancelations. We send them several invitations to check the availability of their pieces in order to delist them should they no longer be available for sale.
We can see that your refunds have been processed automatically since the seller did not ship your order within the 7-day timeframe.
Alternatively, please feel free to send sellers a message through the chat or leave a comment to confirm that their item is still available for sale.
We apologize for the inconvenience and disappointment caused by these cancelations and we hope that you will find other pieces you like!
Best regards, the Vestiaire Collective team