Vestiaire Collective Americas Inc.

Sold my item on this site, after not being able to print shipping label i contacted them to see if i could send 2 items together to which they advised that was OK.

Sent items, confirmed delivered by DHL. Vestiaire now say they never received and refuse to reimburse me as they were sent together and thats not allowed... EVEN THOUGH I CONFIRMED WITH THEM PRIOR TO DOING SO!
NOW I AM OUT OF POCKET OVER £400.

Terrible service and horrible business to use.

Always find new items here at fair prices with the option to make an offer, which is nice as well. The fact that they also confirm authenticity as well, is a huge bonus!

I just started using Vestiaire, in one week I've realized the company is unorganized with bad customer service, although it's easy to reach someone through chat. Within two days of posting a large amount of items, I had to reach out to customer service 4 times due to the poor PS skills and their vague poor policies. Not sure about the buyer side, but from a seller's point of view it is really hard to use - a seller can not modify her own items, must reach out to customer service, which explains why they could be reached easily through chat. However, more than half of the representatives I had encountered were lazy/untrained, I could tell they didn't want to help and just sent out some pre-written messages. For the amount of fee they charge I would expect customer service to be better, I had to repeat myself over and over and insist for them to help me or else they would find some excuse not to help. The chats were re-routed to another country I believe.

Also the items that were rejected by them had no explanations, they looked perfectly fine to me, no one could tell, they just asked me to take new pictures, which didn't even worth my time. Within a week of using the site I already don't like it.

BAD CUSTOMER SUPPORT EVER! IF YOU HAVE A PROBLEM FORGET IT...
AND I JUST GOT AN EMAIL SAYING THEY DIDN'T HEAR FROM ME, I SPENT THE DAY TRYING TO CONTACT THEM. IT LOOKS LIKE A JOKE.

Order #: *******
Order #: *******
Order #: *******

Order 2thingd never received 1 everytime I tried to get help n t the help center no one could help me now it's been over 72 hours and they said it's too late

Hello Vestiaire Collective Customer Service,
I bought the Burberry handbag to match the Burberry Bucket Hat I bought for my nieces 30th birthday. She was sssooo excited and she LOVE IT. The person that I bought the handbag from took very good care of it. Thank you very much for verifying the authentic of the bag. I look forward to buying more items from your website.
Thank you,
Sherry

I've been a member of VC for a few years, have bought and sold items. I want to love this website, but simply cannot.
As a buyer I have received blatantly fake items (like "graffiti" done with a Sharpie marker) that had been "authenticated" and approved. It was so fake that I didn't even need to take the item out of the packaging to see it's fake. I sent the item back for a second opinion and they reimbursed me, but I had expected some form of apology, since they failed to do the one single thing the community asks of them and pays them for - to check whether the item is authentic.
The problem boils down to this - the buyer has to independently be able to tell whether the item is authentic or not, otherwise VC will not help you. This is possible if the buyer knows the brand well, if the item is (still) available in stores and can be compared with the received purchase or (maybe) if it's a limited edition which would be difficult/expensive to copy. Otherwise, if you are shopping for a classic Chanel bag, let's say in black caviar leather, there are more chances than not that you'll be buying a fake. Hence the higher the price, the more risk you are taking on as a buyer.
And last point - VC only checks the items once they are sold and in their facilities. Some of the items on sale are so fake, that one can even tell from the photos posted. Not to mention Hermes/Chanel/etc items posted at 2-5% of their store value. VC doesn't not block these items, does not block sellers.

In short, VC is becoming eBay.

The very first item I sold on Vest. Went badly. The buyer claimed the box was empty. I got no real information from Vestiaire but was able to chat with an agent. They told me that they were investigating but I would get my money back. Then I got an email tonight saying the wallet (expensive one!) was being returned, but how is that possible when the buyer claims they didn't get the wallet. Then I get another email saying the wallet didn't match the description, it was going to hurt my seller rating and that I should be more careful! I tried to chat and email, but both functions were not working. I couldn't do anything and now wonder whats going to happen.

Sellers beware. Don't sell anything expensive until you feel safe on the site. I don't and once I get paid for two other items I sent (if I get paid) I will close my account unless they contact me to resolve the issue

I also got a message from a buyer in Europe who bid 607 Euros on an item. I saw their bid as 500 dollars. Not sure why it was a hundred less, and then when they tried to check out, their price was 880 euros. So I lost the sale of course. They were charging over 200 for customs?

Bought a gucci belt. They sent the wrong size. Had to fight for a refund and finally offered one.
TO DATE THEY HAVE THE BELT AND MY MONEY AND I AM FIGHTING WITH MY CREDIT CARD FOR THE MONEY BACK.
Disgusting company. Be aware they don't give refunds normally either they make you resell the item instead which is what they did with me at first. I fought very hard to get a refund then they just don't send the money or reply to emails.
Avoid at all costs

I sold an item, the buyer then changed her mind and wanted me to cancel, I told her this will impact my account negatively so I can't do that as it will remove my rating as an expert seller. The buyer then indicated that she might find something wrong with the purchase and would report me.

I reached out to VC customer service for help how I can protect myself from a buyer who might damage or switch the items. They don't even read your messages, I got 2 replies, one to send them a screenshot where the buyer tried to finish the transaction outside of VC, that was NOT the issue, so I wrote pack, repeating again I am asking how I can safeguard myself. I get another reply that I should provide a screen shot with the insult. See attached pictrues.

This is unbelievable, a support staff that doesn't even read what you write to them, how much trust can I have if a buyer is dishonest? They are taking a generous commission, as a seller I want a website that protects me and the buyer, if they are just sending auto replies, I have very little faith! See attached screen shots, this must be "Roddy bot who spams you with auto replies and is not interested in giving you customer support"

I bought a jacket, never received it. VC refused my refund. Said the signature was my husband's! He is in a wheelchair and doesn't answer the door. Avoid

Immediately after purchasing an item I requested this to be cancelled and sent through a written request through their online platform. They failed to respond to me for 3 days and I followed up again with a direct email requesting they cancel this please as I did not mean to purchase. I confirm the shipper had not sent the item at this stage (which was eventually sent on the 7 day). They told me I could not cancel the order despite the item not being sent. The seller took 7 days to send this item and I had consistently emailed requesting this to be cancelled or communicate to the seller I did not want to purchase this. The item is currently in transit to me and I have again requested confirmation on the next steps to move forward. They have now informed me I cannot return this item and get a refund but I am most welcome to resell the item through their website and they will offer a low commission for them to sell it, meaning they have just earned a commission from the seller and now want one from me for an item that could have been cancelled straight away when I requested. I understand there are policies in place, however if you receive a cancellation request IMMEDIATELY after you just purchased an item and the item had not been shipped, there should be some assistance from customer service. I look forward to hearing from them.

The shoes were supposed to be 500.00. When I hit checked out she raised price too 1230. 00 so I wasn't expecting that. I tried to cancel & no one helped me.

Dreadful experience.
I have purchased 2 Bvlgari items from the same seller via their website, the seller has dispatched my item instantly, VC has marked both as Compliant on 12/05/2016. 10 days later the status of 1 of my item was still shown been prepared for shipping.

I have contacted Vestiare Collective several times asking when my belt will be dispatched, today 15 days later got a reply and was told my item is LOST by VESTIARE COLLECTIVES and I am offered a refund... First now the status of my item is updated. I wonder how long would that take for them to realise the item was not dispatched if I did not chase them by emails?

Absolutely shocking experience. Badly orgainsed company.

I don't know why this company has so many bad reviews, i'm a first time customer and I purchase a Dolce & Gabbana bag and a wallet from Different sellers, my items had to go through authentication before they got sent to me, The bag no problem It went through authentication just fine and it is amazing and beautiful as you can see, with the wallet I received an email stating that the measurements of the wallet where off, so they gave me an option to accept or cancel, so I went and cancel and I got a full refund the next day to my PayPal account, if it wasn't for their authentication I could have received a fake item I am so glad I did not, so this company is awesome as a first time buyer I am so pleased with this Purchase as you can see it's beautiful, I do recommend vestiaire collective to everyone

I purchased a Louis Vuitton wallet from Vestaire Collective. It appeared as a counterfeit as soon as I inspected it. I called them and told them I believed the item was a fake and they asked me to send it back so they could authenticate it again. This seemed ridiculous since they arlready authenticated it. So I had a third party authenticate it. It indeed was a fake and did not even resemble the real wallet. Vestarie did refund the price of the wallet but they refused to refund the authentication amount I paid. They said that their authenticators can make mistakes and that they were sorry. So in essence they expect me to pay for their employees mistakes. If this were the real issue it would be ok. But my feeling is from their behavior and policies that they don' t authenticate the items at all until a customer returns them. They intentionally look the other way while they are passing off fraudulent items.

I have not been paid for an item that I had shipped within 24 hours of notification. It has been "under review" for 7 days when the policy says 3. Item #*******.

I want to report a fraud on this website. The reference number is *******, I sold a bag on your website, it's $800. I sold it on 12/8 and shipped it on 12/9. At first, after I shipped it, the system won't update it to shipped, rather it says it's not shipped. So I chat with customer service, Luis Jonas told me to disregard the system, and he asked me to directly contact the buyer. And the buyer conveniently asked me if I shipped it, I told her it's been shipped, but system won't update, the fake buyer was very understanding saying that I could just provide the tracking to her, so she can track it herself, it was obvious the buyer and the customer service (Luis Jonas) were on this together. And then the system suddenly updated to "Buyer raised an issue, it's being checked in the hub", but at the same time, I checked fedex checking, item hasn't been delivered yet and it was in the process of shipping to the buyer not the hub. And then system updated to that bag is not as described with a uploaded fake picture, and I checked the tracking the item still hasn't been delivered yet. I sent all the screenshots to the customer service asking him to explain, he never replied. This is absolutely disgusting. It's absolutely fraud and CRIME. Now the item has been delivered. What should I do? So they will ship back the bag in the fake picture, right?
Stay away from this company, not sure if the whole company has rotten to hell, or just some employees in it are criminals, they should totally be put out of business and into jail!

Great place to buy and sell. Worldwide exposure increases your chance of finding that elusive item and makes selling an unwanted item an absolute breeze. Couldn't be happier with this site.

Terrible service. Sold an item a month ago, no payment received, customer support ghosts me and drops the chat. Really, is this what I pay commission for?

I have purchased one item before from the site with success. I live in the US and the seller was in Portugal so it took over a month to be shipped to me, but I understood the wait and was pleased with the package and the condition of the item. My latest order, however has gone horribly wrong. I live in the Northeast US and ordered a concierge item that was in New York and was supposed to have shipped to me within two working days. It has now been well over two weeks and my item has not yet shipped. I sent a message to customer service and received a reply stating that there was a "technical issue" and that they regretted the delay. I fail to see what kind of technical issue could have occurred. My funds were removed from my bank and the order was properly processed. It would seem to me that all they need to do is put the item in the box, affix a label, and send it to my address. This should be a simple task, but it does not appear to be a task this company can handle. Perhaps they have lost the item? I would hesitate before purchasing from this site.

Last week I was happy I was sold my Birkin, I sent it with their company of choice DHL and the label they sent to be printed, I packed my precious bag, took pics while packing it and next day I received the authentication report:
1. Wrong model… they can go to Hermes and complain about it.
2. No keys
3. No padlock
I immediately started a chat (there is no phone number) and you get all these people one after the other one apologizing, sorry, we will send you an email with your case… one week later they are sr ding my bag back incomplete, and no answer… to recover these accessories from Hermes it is more than 1k and they do not want to take responsibility. My bet is they are selling the accessories in their web, they just needed a purse with an specific color and that was mine…they sent me pics of the Authenticator and they are just useless! They stole them and now nobody wants to respond. Be Aware!
I also bought a fake YSL cosmetic case, which I complaint about and nobody answered, because it was not that expensive I didn't mind but still… they are a scam!
First 4 pics from them, showing me the accessories were not there… can you see something?
Last 2 pics, mine packing the bag.

Impossible to contact this website, they only have robots. They sell a few fake items and when you submit real items with receipt and invoice, they claim this is not authentic! Really scary, run away