Vestiaire Collective Americas Inc.

I was sold a product for over $400 that did not match the pictures nor the write up and they will not take back the mis-represented purchase and refund my money. I have corresponded with them for over for 2 months, and each time they write back to me the give me a NEW reason why they will not refund my money. THIS SITE IS A SCAM, SAVE YOUR MONEY!

My Proof of purchase and email correspondence which Vestiaire Collective will not take back the product which does not match the description the product they sold to me.

7 Oct 2022, 15:10 CEST

Return an Item that did not match its description Ref: 249XXXXX

Hello,

I'm finding it impossible to reach anyone about an Item I purchased that did not match the description. I would like to return it, but cannot see how to do that and just keep getting the run around. Ref: 2494XXXX. The leather is ripped on the Gucci wallet and there is no chain as was shown in the picture and in the description.

Could you please help me with with this return, by contacting the appropriate party for me within your company?

Thank you so much.

READ THE BAD REVIEWS ON HERE BEFORE USING THIS SITE! I have used Vestiaire as both a buyer and seller and had horrific issues as both. Last month, I bought a skirt on the app and my package was returned to the seller (even though I didn't refuse the package and all duties and taxes were paid by myself at checkout) and as their flawed system just says it's 'delivered' because the item got delivered back to the seller, Vestiaire see this as transaction completed. Despite me raising this issue within the 72 hour time frame that they advertise, over a week later and I have no conclusive or helpful response from them. The seller BLOCKED my messages after agreeing to re-send it to me once the 72 hour time frame was over and Vestiaire released the funds to them. Vestiaire just don't care or have any intent to amend the situation and refund my very expensive transaction. It's essentially theft as they are trying to brush it off seeing as they have a 'Delivered' tracking number. Their customer service is APPALLING and they won't help you if anything goes wrong. I strongly advise against buying from this site, unless you want a drawn out irritating situation where it feels like you're talking to a brick wall. This is the second time in 4 orders on the site that this has happened to me. If you do use it make sure you use Paypal like I did, so that you can claim the money back in situations such as this. Hands down the worst customer experience & service from a platform in my entire online shopping experiences. You have been warned! I am sure they will respond to this review with some BS defence stating that they'll email / get in touch with me to try and resolve it, but that's all smoke and mirrors for these review sites to avoid scaring away other potential users. They won't ever help you as I've had this happen prior. Any notes they respond to an honest review seeming that they are willing to help you is absolute BS and to seem as though they aren't as bad as they really are to other potential users of their site and services.

I bought two jackets from Brunello Cucinelli, one on June 18th and another on June 19th. The one I bought on June 18th was successfully delivered, but the one from June 19th has not been shipped even until the end of June. On June 25th, it showed as shipped, but it actually wasn't! I contacted your customer service, and you said it was shipped on June 27th, but it still hasn't arrived. I almost forgot about this jacket.

However, that's not the main issue. The main issue is that this morning, I suddenly discovered that the jacket I bought is now listed for sale again! And apparently, it's listed for sale by me? Before I even had a chance to open the app, within 2 minutes, it showed that it had been sold?! I immediately went into the app to see how to cancel, but the website didn't allow me to cancel. It said it had already been shipped to the customer? How is it possible to do all of this in just 5 minutes?

Furthermore, I didn't confirm this sale. Who confirmed it?

Your policy states that sellers can cancel, so why can't I cancel immediately? I immediately contacted customer service, and they said they couldn't help and couldn't cancel because it had already been sent to the buyer? In just 5 minutes? How did you manage to ship it so quickly?

Now I suspect that you internally manipulated this, listing my jacket at a very low price. I bought it for over three hundred, and you sold it for 280? I haven't even seen this jacket, so how did you take the liberty to sell it without my consent? And how did you confirm this purchase? You've earned transaction fees from both sides, how unethical!

An Item I listed was sold, I sent it according to the instructions I got. The sale was canceled after I already sent the parcel, (for reasons of unprovided certification I was never asked to send). The parcel was sent back to me and marked "personal import" instead of a return so I was charged customs tax as if this was a purchase I made (luxury item so, the tax was not cheap!).

Concerned I would be charged customs tax on this parcel of items that was already mine, I had spoken with a phone representative who finally got back to me who assured me I would not have to pay the taxes. Later when I was sent a notice to pay taxes - I contacted customer service again in hopes to resolve this matter to no avail. No offer to fix the problem or refund the tax I have to pay due to a mistake they could have avoided.

DAYS LATER, they called twice, hung up then sent me an email claiming that they notified me "because as I confirmed early when the item will return to you, you will need to pay the taxes." - This is a lie, ofcourse. (see email in screenshots below)

I don't recommend listing anything on their website or working with them as if there is any problem, you are on your own, stay away!

The screenshots attached show:
- Proof of sale - sale confirmation email
- sale cancellation email - just to show there was no notifying of taxes I'd have to pay on return AND a suggestion I relist the item that I would not actually be able to sell again due to the same reason this sale fell through (due to a lack of certificait of origin, that they never even asked me to provide)
- the email mentioned in my review with the unhelpful and untruthful claim.
- chat screenshots - a reply I got only after 6 plus hours and very odd and unhelful reply, demonstrating a general unprofessional attititude ( with time stamps to show how long it took them to answer me.)

I bought shoes from vestiaire from Dior, and now I sold them again on their platform and they got declined by being fake. This platform is A JOKE!

I got the item as pictured & received my item quickly. I'll buy again from V. C.

I've sold quite a few items, and bought some and in all cases everything was well executed.

I really don't have one yet until I get my bag didn't know it takes 7 days

I received the product in a quick and timely manner. It was just as described and pictured.

I love the fact that i am informed with every step my purchase is going. Thank you.

My experience with Vestiaire Collection was phenomenal, because you guys have the best deals. I WILL DEFINITELY LET MY FRIENDS KNOW ABOUT IT.

I had read all the reviews online and proceeded with caution - eventually found my dream back and hesitated before purchasing but at an 1/8th at the cost it was in all honesty a no loose situation. Now ill mention that as most second hand or online market places Vestiaire do not like buyers and sellers discussing "other payment options" my personal opinions on this are irrelevant as i had read and agreed to their rules prior to signing up - however the language barrier between Vestiaries employees, sellers and buyers alike and despite their best efforts to provide universal translations sometimes the most benign discussions can seem like your up to something. Anyhoo I had made my purchase and then could not contact the vendor. I died a little - mostly because at that stage I had not told my partner about the new addition to the family and wasn't prepared to admit i may have been scammed. That been said i ( while aging 10 years every 5 minutes) got onto Vestiaire's customer support chat and the issue was solved in minutes- with my heart rate back to normal I waited for my delivery. My bag arrived on time and better than expected! I cant speak highly enough of the site but as with all marketplaces you have to be aware. Their fees are high and being in Australia we don't pay "tax" on luxury items - however Vestiaire will refund this back to you once received. They have "control and authentication " fees aswell but if you have proof of purchase these fees are significantly less. As for selling with them- their client base is world wide. It means more chance of selling very quickly- however their cut is quite substantial. Also for the byers protection if the item is not posted within 7 days the buyer gets an automatic refund (and rightly so)

First of all, I don't believe anyone there is an expert your staff didn't know that my real Vivienne Westwood was real or that Zadig & Voltaire tags are attached with safety pins I have already and the emails from Vestiaire are filled with bad English such as "Could you please explain well your request, please?" that does not show a command of the language I don't believe you are even employed there the "customer service" which is always horrible seems as it outsourced so they use bots and employees they seem to be are just spitting out the information they know nothing about. Reply20h
Raqui's Closet
Of the 80 items I have sold 4 have been lost compared to none on Grailed and Mercari and 1 on Poshmark where I have sold over 200 items and which paid the minute they realized their mistake Vestiare 2 months to pay for the Helmut Lang skirt they lost. They have lost another item the address did not exist and the idiot at the Help desk though I was the buyer said the package hadn't been mailed yet and there was no tracking both of which are incorrect and then they get an attitude if you won't take them at their word their experts are handling it not an expert on the premises

Safe and secure to purchase high ticket items. Bag was as described. Love my "new" bag.

I had a great shopping experience. The item I received was exactly as described. Fast shipping.

If you're buying some thing sure this website is fine but if you were selling something, this is literally the worst online website and application that I have ever used in my entire life! They have the worst customer service and they micromanage the photos you upload and then they don't even upload the correct photos and then they upload duplicates then they delete the wrong ones you didn't ask to be deleted. It literally makes you feel like a child and they act like it's for quality control when in fact, it is the opposite and it prevents you from being able to sell your stuff as quickly as possible with good photos because their awful excuse for quality control makes your listing look stupid by not including what you're asking them to include which for me or photos I would want to see if I was buying the item. For example, I listed a pair of Louboutin over the knee boots which were over $2000 that I'm selling for 50% off so I included photos of me wearing them so you could see what they look like on a person and vestiaire will not upload these photos which I had submitted in my initial listing as well as my request for different times in the last 48 hours so it's been a week and a half total. In addition to that, I've tried to upload a photo of the heels that I had also submitted with my initial listing because that's important to see how much wear and tear is on the heel. They won't upload that photo. They instead keep posting duplicates of photos that are already on my listing and then take them down when I said, can you take down the duplicate and do not take down all of the photos. Oh, and by the way, they will not have a conversation with you over the phone. You are only allowed to talk to them through a chat, which they take hours to reply to you and then when they do reply, it seems like they are either not a human or they don't speak. The same language or they don't know how to read and if they were able to get it right that's fine but they can't get it right and you can't even talk to anybody to resolve it. It's infuriating. I am trying to use this money to pay for my dog's hospital bills so time is of the essence here and I'm so frustrated with Vestiaire who is making it unreasonably difficult to sell my own items. You're better off selling with Poshmark.

I was looking specifically for an Omega Sailing bracelet, in size medium, with black DLC coating on the s.s. Clasp. A black, nylon braided version came available from a seller in France. The listing didn't include the size so I asked the seller. He told me it was medium. It's what I wanted so of course I bought it. It cost additional shipping, authentication, customs fees & taxes to receive in the US. I wasn't home when it was delivered. I opened the box the next day. The bracelet was clearly marked with an L for large. I can't wear this bracelet. It's too large. It's not what I ordered & paid for; in good faith. You can't phone this site. I tried the chat but it was useless. I sent an email explaining the situation with pictures & asking for a return/refund. Auto response to sending the message states they are busy so expect a response in 48 hours; send only one or it could create a greater delay. I waited but no one returned my message. I live in a small community & shop a lot online. This should be an unfortunate but, easy return. After no response I tried the chat & went from bot to person. They told me the return policy didn't apply to me because the size wasn't in the listing & they can't verify the seller's comments to me. Also it took too long to be in touch; they didn't have record of my first email. This is nuts as there is documentation of my exchange with the seller where he tells me it is size medium. If he had been honest & told me large I wouldn't have bought it. Now, VC wants me to be happy with my experience so they'll re-list it for me; for a fee. What a racket. I've tried speaking to a supervisor. They called while I was in a medical appointment & left the message that they wouldn't accept my return but they're happy to re-list, for a fee. I've told them if they don't proceed a return/refund I'll dispute the charge with my credit card. Even if their phony policy allows them to win It will tie the money up for a few months & the seller will either not be paid or if they have, the amount will be debited from their account. It's insane that a policy that allows sellers to lie & makes buyers suffer the consequences would be acceptable. It's crazy they continue to do business. This website condones & protects sellers who lie. They get money each time an item is listed so they don't care about customer service. It's buyer beware —VC lies as a business practice. I've never shopped on a site with such shoddy & useless customer service. The authentication tag is still on the bracelet in the photos.

I can't believe I'm seeing so many horror stories with Vestiaire Collective! I have purchased a Burberry, PRADA, Gucci and Chloé bag off this site and every bag was authentic and in the condition as stated. I even questioned the Burberry bag and their Customer Service went as far as to give me what manufacturing facility it was made at with a letter from Burberry in London. My PRADA bag was sold from a Professional Seller (which are the best to buy from because you have a guaranteed 14 days to decide if you will keep the bag or return it for a full refund.) The PRADA bag was a limited edition, pre-owned but I couldn't believe how well maintained this Seller kept this bag (it was interior/exterior leather- beautiful.) My Gucci bag was practically brand new, I was told, "The bag has barely been used." It was flawless. The Chloé bag was the quilted bay leather bag and still had the original sheeting in the front and back pockets, everything checked out with each bag. If I ever had questions, Customer Service always helped, even giving me free shipping Bc of a Promo Code expiring. It can be time consuming if the bags are not in the "Ready to Ship" status, but I've had the bags looked at in Neiman Marcus, Gucci, Burberry and they were all authentic- by law, if they were fake bags, they would seize the bags. So, it's best to always keep the receipt to every bag purchased "just in case" because if you do decide to go take a Gucci bag you purchased off the internet to a Gucci store to have them look at it, and they deem it a counterfeit... They will take that bag from you right then and there by law. So you're $#*! out of luck, no bag and out however much money spent on the piece of $#*!. I will say a horrible site I have had 2 bad experiences with was Tradesy. I've found identical bags, with identical serial numbers and they would not "take action" until one of the bags was purchased (so they received their cut) THEN I could send the bag to them to "authenticate." Yeah... Sure.

Found what I wanted at a best price and was authenticated and in great condition

Everything is perfectly fine with this app you don't have any problems with your order

Didn't know sites like this existed! I'm hooked. Great service, quick shipping and great products.

I am impressed with my purse and the service! Excellent seller! Fast service thank you!

Am very pleased with my experience. My bag came quickly and was exactly as described.