Vestiaire Collective

Found a Chanel bag the buyer never responded, after two sets of offers and two messages. Contacted Vestiaire, nothing Vestiaire Collective could do. Ok, realize that's a seller issue. I decided to list a bag. Upside: it's very easy process to list a bag. Loved that. Shortly after got emails from Vestiaire negotiating the price of my bag significantly lower than I had seen the same size and style bag sell on their site. I lowered my price but was prepared to not list within them if it was going to go like that, especially after seeing overpriced items on the site and mine was in the range for the bag, especially if someone placed an offer of up to the max 30% lower. I listed it, got a lowball bid, which was fine that's to be expected. I decided to list my bag on one other site simultaneously. Once the Vestiaire listing was active, appreciated the ease of the site and alerts of adds to wishlists etc. The bag was getting visibility. I was willing to let the process unfold. In the meantime, I found another Chanel bag in the color I wanted that was in possession of a Vestiaire location. Figured that's an upside, it's been inspected etc. Condition said good' which I was prepared for use, and was available to ship immediately. They list what good' means, I was ok with that. It was the color I wanted so I got it. I made a reasonable offer so as not to lowball (dumb on my part for this particular bag). It was accepted and away we went. Newbie mistake to this site: extra $200 in fees/duty was not expected. Ok my fault for thinking it was already accounted for. Only upside is DHL is great and bag showed up quickly. I opened the box and was so sad. Kid you not, it looked like a small animal had been carried in the bag, smelled, crushed, and I should have taken pictures of how filthy it was (with lots of little beige and red hairs throughout the interior and outer pockets, significant dirt and dust throughout. This bag was not even fair' condition. This bag should have been at a lower price for as long as it was listed and the condition. I figured it's my learning experience, and enough of them in a very short time. I'm going to spend more $ to send the bag to a leather professional who has gone over the expectations me and is going to do what they can to bring life back to the bag. It's a bag, it's a choice to purchase, but an expensive sad experience. Btw, the listing of my bag on another site? Sold in 8 days.

So not only did I find out my dad passed away, my beautiful and authentic $3188. 00 Gucci Bag, with the full set, plus reciept went missing! No one will help me, worst nightmare of my life. One less person that I did trust with my life and now I am reminded of all the untrustworthy slimy criminals that are left behind. This company canceled my sale for no reason, told me my authentic $3000. Gucci bag I bought from the store with my reciept and credit card bill was non compliant. If this company says your item is non compliant, you are in trouble. That's where all your grief with this company begins. It's all downhill from here. My bag did not pass quality inspection and it was purchased from the Gucci store! Ignorance at its best. An embarrassment for a company. It's been almost a month and do you think anyone will help me get refunded, or my expensive item back? Thievery! I have called numerous times emailed, called the company in New York, tried to and the number does not even exist. I get some guys voicemail, not VCs. So not only do Vestiaire Collective treat you like your a criminal, making you sound like your item is questionable with authenticity, they cannot even tell the difference between what is real and what is fake. Either that or it's a platform for criminal activity. Because right now I'm the suspicious one. And the more time goes by with out my expensive Gucci bag or, my reimbursement of $3000. The more I believe my bag was stolen, or lost, and that is probably the reason why it's taking so long! Why else would it take any company this long to get back to you for a solution? Because no other company, would treat their loyal customers this bad... Terrible unhelpful customer service. No one even cares... If I do not get reimbursed soon what is owed to me, I have a very good International business lawyer who I know will help me, fix this problem...

I placed an order during a period of time when Vestiaire Collective were offering a site-wide discount of 10% and purchased a very expensive item. It was over the weekend and their site and app was having trouble accepting the code. Since it was a sought after item I made the purchase and erroneously figured they would honor their own advertised promotion since there were major technical errors on their site and app. When Monday came around (since being a French company their customer service does not work over the weekend), I called them first thing and explained the situation. I even took a screenshot of the promotion and the time on my computer to prove it was viable and my purchase took place in that timeframe. They said they would "look into it". Shortly thereafter, with barely any time to have "looked into it" they sent me an email back that there was "nothing they could do about it" and offered me 10% off my next purchase. What if there is no next purchase or that purchase is for $10? That in no way compensates! I contacted them again and got the same, rote response. The said "we don't offer price adjustments on 2nd hand goods". That's all you sell! I was livid. I know that they do offer price adjustments when their quality control arbitrarily decides that the price should be reduced, so completely untrue! I then said that was not acceptable and asked them to escalate it or provide me with a refund. They refused to offer a refund and obviously did not escalate as they told me their code was working and offered me 10% off my next purchase. Their code was not working and they took no time to research any technical issues that may have occurred! I wrote them back again and they responded with "We will not reconsider your request." Of course I opened up a dispute with my credit card company. Avoid this company at all costs as if there is any issue you will not receive any support or service remotely close to what you will expect. They will never succeed in the US with this attitude!

I wanted to share my experience which I think is beyond all possible limits.
Please all do very careful with Vestiaire Collective as what is going on over there is absolutely not acceptable.

I had issues with my items being refused before but typically I was able to resolve these after some hassling with customer support and making someone more senior to look at my items. Vestiaire Collective were ALL placed online after a few email exchanges and real people checking my items.

My understanding is that it is either AI or someone junior who is reviewing the items at the initial listing check. So my strategy was to make them "escalate to the expert team" in order for them to actually look at the items and see that they are authentic.

From my last upload, 6 items were refused as Vestiaire Collective "could not determine authenticity".
Fine, I am writing to the customer support, it is escalated to the "expert".

The response of the CS and "expert" is attached to this review as well as the hallmark for the item 16578120.
I always doubt myself in case I missed out on something and who knows, maybe I overlooked something in some items but all items are common models which authenticity is so obvious to me.

The most bizarre issue here that these earrings above were just serviced by Chanel Singapore. Not just serviced, but I dropped them off and collected them personally and I paid for the servicing with my own card.
I have provided super clear photos of the earrings and photos of BOTH receipts: collection slip and receipt with payment for the job, my details, my signatures, item model number on it etc. Even this pic of the slip I took IN CHANEL ITSELF while collecting. Everything was provided.

I am sharing hallmarks for few other items in this review just to show what I am talking about as I have no doubt in my items' authenticity.

The reason I am writing this all here is that there was an actual person from the "expert" team (not the customer support folk who can't even speak English) who actually looked at the items and concluded all of them are fake. Despite hallmarks, super clear photos and documents provided.

This clearly shows not even the level of expertise but its total and absolute absence, stupidity, zero knowledge of the brand and lack of skills to do some research. This is all despite the fact that the items are pretty basic, these are not some rare vintage unknown models - no, there is nothing really special about them.

Still, Vestiaire Collective is unable to recognise authentic pieces despite being provided with the sufficient information to do so and keeps insisting the items are "NOT CONFORM" as they write.
I really wanted to make this public for everyone's awareness. Despite the fact that everyone knows that they do pass fakes but pointing their dirty stupid fingers at authentic items, calling them fakes and placing themselves ABOVE THE ORIGINAL BRAND in terms of expertise - this is not a viable business model.

With the absence of the brand knowledge, I believe they have no right to do any sort of authentication service if the skill literally does not exist. I will also be reaching out to Chanel representatives to raise concerns over Vestiaire Collective selling and "authenticating" Chanel products without any capabilities to do so.

I have made 5 purchases on VC. 3 of them were fine, despite one of them being a bag that was scratched when the listing didn't say so. I just ignored it thinking I loved the bag too much to care. The remaining 2 purchases were nightmares, with my most recent one still undergoing bank and PayPal disputes.

I purchased a wallet after the seller said on the listing that it was excellent condition with normal darkening at corners and no damage. I even left a comment on the page asking the seller to confirm if there are scuffs or damages, to which she said no, it's got no sign of use. Pictures didn't show damage either. Then the product arrived after a quick DHL shipping and what?! Peeled leather at the front. Corners scratched, showing the white under layer (this isn't normal darkening?!) I emailed and did a live chat with Vestiaire on the same day and Vestiaire Collective promised full refund on both occasions.

I even have the email proof that they confirmed full refund. All these happened within 72 hours of their golden period of relisting without commission btw, so one might think the nightmare is sorted. I shipped the product back to their hub the next business day.

By then it was beyond 72 hours, catering for an additional 3 days of international shipping. It finally arrived at their hub today. Guess what? They then issued an email saying the product is compliant and now I can either 1) have the product back by requesting it within 24 hours 2) relist with commission fee.

I almost wish I made more damages before I returned the product so they have no chance of saying it's compliant. I emailed them for a proper, formal quality control report. As usual, I got no answer.

Their customer service team is also hard to get so 24 hours = ridiculously chasing time zone difference trying to get in touch with their team while making quick decisions to compromise because a big company like that is nothing but money hungry.

I'm in Australia. This is not compliant with the Consumer Law. So Aussie customers, beware!

Recap:
After purchasing the long thought after Dries van noten necklace back in December 2016 and never receiving it from the seller, I followed up with VC and wrote a negative review on the seller's profile. I was hoping that VC would take action against this seller, since Vestiaire Collective told me she has done this before. She sold, but never delivered the item to them for inspection, the sale was cancelled by VC after 30 days. Seller never responded to VC, did not cancel the sale, she had the option, so I was out of the money for 30 days. Close to $500.

Yesterday I checked out the VC site for Dries van Noten jewelry. And what do I see? The same DVN necklace, listed for the same price, by the same seller! I immediately contacted VC, they were closed, I sent an e mail to VC.
At the time the seller claimed that she refused to send the necklace due to some dispute with VC. What do I, as a paying buyer, have to do with their dispute? Why put me in the middle? It made no sense and after the whole experience I arrived to the conclusion the necklace did not exist and the seller was playing some sick games. Especially after I was told she has done this before.

No response from VC by e mail this morning. I called customer service and spoke to Richard a customer service rep. Many "explanation" and excuses for the seller about how my bad experience could have happened... the necklace was not available to the seller at the time when I purchased it, now it is, so the seller relisted it...? If the necklace was not available in December, why did she list it? She had 30 days to deliver it or she could have cancelled the trade instead of holding my money hostage and wasting my time. Richard could care less and I did not receive any answer to my questions. It was almost like he was reading his little script.
He also refused to let me speak to a supervisor, now or receive a call back. He flatly refused. I called VC back 3 times, it was always the same Richard who answered... Do they only have one customer service rep on duty?

I alerted VC so that another unsuspecting buyer does not end up the same way as I did. No merchandize, a lot of aggrevation, e mails, phone calls to follow up and your money will be tied up for 30 days. At the end no necklace received. A major disappointment in every respect.

It is very clear VC could care less about their buyers. Since I was refused the opportunity to speak to a supervisor, I will write a letter to management. Hopefully they are more serious about treating their customers well.

I bought a bottega veneta bag. Once I had purchased the bag my friend informed me that the rings on the handles looked different. Upon closer inspection I saw that Vestiaire Collective were metallic, while the real one has leather wrapped around the rings. Either a fake - or it has been altered with (which wasn't mentioned in the description). If you wonder why I didn't notice it in the pictures, it was as easily missed as the VC's own team missed it since the listing is pre-checked by themselves as well before the listing goes live.

I directly contact VC's customer service on 3 occasions prior to the authentication & quality assessment stage to make sure they know about this, where all agents inform me that they have 1) noted the issue 2) inform they can't do anything until it is checked by the team 3) if the item has defects and doesn't perfectly match the description I will be informed.

To my suprise, I got an email today saying the item is compliant and has been shipped without any notice of the defects.

I reach out to the customer service again and as I have gotten used to by now with VC's customer service, no one can really help me and all I'm offered is that I have to wait for another email from the "expert team".

The bag is on its way to me even though it is defect that I have been trying to flag on 3 occasions prior to the quality control. Frustrating indeed. It seems like VC's customer service basically have zero power that acts as a barrier to the "expert" teams that you are not able to contact. Once issues arise the customer service tells you that they will contact these "experts teams" and that you'll be notified via email. While in reality nothing is really done. While I can expect this kind of treatment from low-cost airlines, I don't think it's fair for a premium resale site.

Sold a bag on VC. Needless to say, their normal practive is to pay twice a month, so you have to wait a lot to get paid even if everything goes ok. Oooook.

I sold several items before and the payment was always on my PP on 15th or 30th of the month, same day Vestiaire Collective are paying to everyone. At some point I became a professional reseller, thus, I changed my personal PP to my business PP (btw, I could not do that in personal account because it kept showing a wheel instead of my bank details and I had to ask techsupport to do this)

When I did not receive anything (and the sum was quite large), I wrote to their tech support. They said the transfer can take up to 3 days. Ok, I waited. After 3 days nothing changed. Whne I contacted them next time, they said the transaction was rejected. I was afraid that their support made a mistake in my PP while they were changing it. So I had to call PP. Guess what wash the problem! Itt is impossible to transfer funds between business accounts! Basically, professional resellers are not allowed on VC.

Well, VC never told me I cannot use my business account so I messaged them the details, ask them to change my PP to my personal account again (cause I still could not see my payment details). They did it and said that I have to wait two more weeks to get paid.

The payment should've been transfered to my account on 11/30/2016. But it wasn't. Messaged their tech support again. They replied after 24 hours that they are waiting an expert advice from one of their teams (?) that reply in 2-3 business days (wtf?).

Will I get paid ever? We are not living in 1980 when 2-3 days were required to solve a customer's problem! VC is awful!

Bad experience and unacceptable costumer care service. If anything goes wrong, don't wait for any good service provided.

Customer service agents are extremly rude and unhelpful. Vestiaire Collective sell your item, let them ship it to you and then tell you that the sale was cancelled. Still waiting for this item to be shipped back to me for more than 3weeks. So you have no money and your item is blocked.

Than the next sale happens, you send another item to them AGAIN, hoping it will be better this time, you include your brand new bag, dust bag, invoice, all papers -WITH YOUR OWN HANDS, SO YOU KNOW WHAT IS INSIDE!
After they receive the bag, they inform you that the invoice is missing. Without your consent they send the offer with a lower price to a buyer. In the meantime (and you still don't know) your item was refused by a buyer, so that's the first time you got an email saying your invoice is missing and the sale is cancelled and question you if they have to relist it with that lower price or you want it back! INSANE.

You call to the costumer care service, totally confused what just happened and you receive incredible rude answer in such an inpatient manner, you can't believe.
So all I can do is now to wait for a second item, with no payment done, somewhere in France and hope it wil arrive back in next few weeks or so...

Incredible, that one has to pay 33% plus for such a service. Never ever again. Now I hope that items I will receive back will be at least in the condition as I sent them to Vestiaire. My bag is missing an invoice and I can't do nothing to prove it. I will get back an uncomplete package and I am still looking for a legal possibilities to claim this loss.

Rude liars. Stay away from them.

I have been buying and selling via VC website since 2013

1. Poor price knowledge
Their moderation team has not a clue about prices! Lets take Dior Tribal Earrings, on Dior website you pay £260 for TWO earrings.

VC allows sellers to sell ONE used earing and charge for 1 earring £350 and in some cases £414.72!
This is a rip off and customers who are unaware of prices pay a double price for ONE USED earring ( the seller keeps the other for her own use or puts it again on sale via VC website)
I have pointed this out in comments on their website, but my comments were quickly removed by VC! Of course then higher the price then more provision VC gets on the sale.

2. The shipping.
Some years ago Vestiaire Collective have used DHL the shipping was quick and efficient I had the parcel delivered within 2-3 days.
Nowadays they want to save money and use " La Poste" from Paris to the UK with " La Poste" it takes anything between 8-17 days to receive the parcel! Absolute disgrace.

3. The commission
The commission is very high 30% on all sales, customer service is covered by these fees but sadly the customer service is below the average, if they respond they come with computer generated replies and excuses.

4. Items lost by Vestiaire Collective
Lets take year 2016 during that year 3 items I have purchased via this site were lost while in their possession, all the time they hold onto your money without instant refund given.

5. Items purchased
Some sellers are very quick with dispatching your item, some takes ages, VC gives the seller a 30 days window to send the item to them, during the time they HOLD ONTO YOUR MONEY, if the seller has failed to send the item they will issue you a refund which is processed on the 1st and 15th each month, so if the seller does not send your item withing 30 days they will hold onto your money + 5 weeks.

6. Quality Control
Depends on who is handling the item some people on there are great and really do a good job finding small defects in the item, they have to ensure that the item is compliant with the describtion given by the seller but in my experience many times the quality controll has failed, I have got item which were dirty, ripped and some stank of sweat yet it has passed their quality control and applied to a Very good condition which it my several cased it clearly was not, once they dispatch the item you are powerless they will not take it back or refund you the money!

7. Customer service- it's below average many times they are rude and impatient on the phone

8. Their website is full of errors

More reviews can be found here
https://uk.trustpilot.com/review/vestiarecollective.com

https://uk.trustpilot.com/review/fr.vestiairecollective.com

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. Vestiaire Collective 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)

I placed an order on April 4th. I used Affirm, a small loans company, to pay for my item. The order did not get confirmed until April 10th (why does it take nearly a week to get an order confirmed?). Affirm, however, starts counting the day the loan is made! A week goes by. No update. Another week goes by, Vestiaire still hasn't received the item. I contact them. Vestiaire Collective say that the seller has 30 days to send in the item before the order is cancelled (May 10th). Meanwhile, I have a payment due on my loan on May 6th! I try contacting the seller, they do not respond either. May 6th arrives. I make my loan payment because otherwise it might negatively impact my credit score. Vestiaire never gets the item, and finally cancels it on the 10th. They send a full refund to Affirm, but guess what- for those 30 days I had the loan, interest was being calculated. I'm only going to be getting part of my payment back. I NEVER GOT THE ITEM. I essentially paid Affirm $$ for borrowing their money for 30 days since Vestiaire could not get their act together! It's ridiculous that they allow their sellers to abuse the system. The seller clearly did not have the item and was not planning on ever sending it to me. Why couldn't the seller just say they could not fulfill the order? I could have gotten my refund much earlier, gotten the loan cancelled and not made a payment. And does the seller get penalized for this? Probably not! I was the only one who got screwed in this transaction, and I did everything I was suppose to do. I fulfilled my promise to Vestiaire and Affirm. On top of this the item I wanted is now impossible to find. I couldn't place a different order because I had no idea if I was getting this bag or not! I e-mail customer service and they give me the "oh sorry you had a negative experience we forwarded to the correct department". Thanks Vestiaire. I expect much more from a company that deals in luxury goods. Your customer service could have been much better. I wouldn't be so angry if this situation was handled better. And no, I dont want your $15 off my next purchase. That doesn't even cover the amount I lost to Affirm.

Note: I am a buyer and seller through VC

I bought a bag from VC in June which was judged to be compliant (item 2677359). I didn't like it so I put it back on the site in exactly the same condition as I bought it (I never used it) but when it was sold, during checks, VC judged it as non-compliant and asked me to reduce the price - this is the very same bag as the one VC sent me for which I paid much more money and which VC judged to be compliant! No defects were listed or reported in that original sale so clearly the error was made during the sale of the item to ME, I. E. I was clearly sold a non-compliant item for which I am being penalised. My trusted profile was also removed which I wholeheartedly declined to accept and thet eventually reinstated it

On Tuesday 9th August, customer service confirmed by email that due to this error, I would receive a refund on my original order of the price I paid (1245) within the week. I took this to mean by 16th August being that Vestiaire Collective confirmed this on 9th Aug however on 11th August, I received an email telling me that the bag was being sent back to me!

I immediately emailed the customer services team alerting them to the fact that I do not want nor expect the bag to be sent back to me and that I am awaiting my refund. They responsed telling me that it was a mistake that the bag was sent back to me and that I will now have to await its delivery then return it and only then will I receive my refund! Since I was told that the shipment would be picked up after 7pm, I asked that the shipment be stopped since there was time however I received no response since I received an email from customer service at 15:47 CET telling me that the shipment could not be stopped and that I would have to take delivery of the bag, then return it before getting my refund.

I have now returned the bag yet now they are ignoring my request to process the refund as promise. Either they are stalling for some reason or are scamming me all over again! This really does smack of a scam in VC's part

I would implore anyone thinking about selling or buying through this site to think twice!

I paid $800 for a vintage Jean Patou jacket that I was told was in perfect condition, no flaws. The "quality control" employee accepted the order and sent it to me. It arrived with several holes, many stains, and a metal pin through the front leaving more holes, and it smelled of smoke.
I sent an email to Vestiaire complaining Vestiaire Collective allowed a seller to scam me and I was told they don't offer refunds but I can relist the jacket and attempt to resell it- in other words make this junk jacket someone else's problem if I am even lucky enough to ever sell it.
What a blatant scam. I informed them I will not longer be purchasing from their site.
*** I wanted to add this update: I had also purchased a beaded and sequin leather dress that was suppose to be in perfect condition but arrived with many missing beads and sequins. Took months to get someone to repair it. I also purchased a Gianni versace dress for full price, was told by quality control that there were white spots on the dress and offered me no compensation on reduction of price- but when the dress arrived they were actually bleach spots that can not be fixed, not white spots that can be washed or dry cleaned out. I also purchase a wool Galliano skirt in perfect condition, and it arrived with a slash in the butt that I had to pay $65 to a professional re-weaver to mend. I purchased a Versace leather dress in perfect condition but arrived with cuts, rubs and marks all over the leather. I purchased a Mugler dress in perfect condition and it arrived with light areas on a black dress, so very noticeable.
I just repaired the items and was grateful for them. The Jean Patou jacket was the last straw. It is so old it can not be cleaned and repaired, so its trash to me.
What good is "quality control" if they don't actually care about quality in the least?
If you are going to purchase from this site, you may consider asking Paypal if they will help you recover your money from Vestiaire if they attempt to defraud you.

I placed an order on 06/05/2017 for a Saint Laurent bag, after like a week I received the confirmation email, this is my first time buying from VC, so I had no idea that it will take that long to confirm, ship the bag. Almost a month, I contacted their customer service where the heck my bag goes or at, Vestiaire Collective said that they haven't received anything yet and got contacted the seller, and said the seller has 30 days to ship the item. Like a week ago I got the email saying that the bag went through the quality control and ready to ship to my address which is in US. I tracked the package and said it will arrived 3 days after. So I was waited whole day at home because it needs signature, but nothing happened that day, I gave it one more day before I contacted the customer service again; still nothing. 2 days later, it said the package already went back to the shipper which is in France because DHL couldnt delivery it. I was like WTF? The email also told me to update my address but this is the only address that I have. So the I contacted them again, they said they will try to resend the package one more time. I received an email 2,3 days after saying that the package is ready to resend. I contacted the DHL to schedule for a puck up instead of delivery, but she told me to call back because they still haven't receive the package yet, once they receive it they will be able to modify it. I've been checked the tracking every single day since then, until yesterday it said the package went back to the shipper. SO FRUSTRATED, I don't know what had happened, contacted the customer service already but haven't heard anything from them yet, such a bad customer service, bad experience. I do not recommend ths website at all.

Today is 1/26/2018 and here is my bad experience with Vestiaire Collective. I'm Yenchi, a new seller in United State base who just joined Vestiaire Collective over a month ago, on December 9th 2017, and started posting items for sale on 12/14/2017.
I sold a Gucci jacket (# 5052896) with its wide (3.5 Inches) double metal buckles patent leather belt. I wrapped the belt with white tissue paper but purposely left the big buckle shown thru so whoever open the package will see it immediately and would not miss it. I took a picture of the jacket with the wrapped belt before sealed the Fedex box and let the worker at Fedex know one more time that there are 2 items in this box: a jacket and a belt. Mailed the box at 9:32 AM on 1/9/2018.
I got and email from VC Quality Control in New York Office that Vestiaire Collective received the box at 11:23 AM on 1/11/2018, 2 days after I sent it from California. By 1:30 PM, I received another email from VC stating that the belt is missing and I either should sell the jacket at a lower price or have the jacket return to me at my expenses for all the shipping.
I called the company immediately but they were closed for the day. I emailed VC, attached the pictures that I took, and asked for an investigation into the missing belt because I dont think that anyone would miss that big belt by accident. By 1:43 AM the next day, 12 hours after my email, they didnt reply but I got message on their online site stated that the buyer had declined the new price offer (which I DID NOT agree to sell because I havent been able to talk to a VC rep) and that I must relist the jacket without the belt at the lower price that they dictated or take it back and pay the shipping!
I called the company at 7:35 AM on 1/12 and talked to a gentleman name Richard. He replied in a hurrying voice that the company will look into the case and contact me later.
I received another message from VC at 3:25 AM on 1/11 notifying me that another of my item, my Dries Van Noten wrap skirt (#5052908) was sold but now I will not ship this item fearing that it will be lost as well. Luckily, I havent posted other more valuable items that Ive intended to sell yet.
I called again on 1/16/2018 and the answer was they are still working on my case and will get back to me. I called again many times and each time only hear promises that someone will contact me about the missing belt. It has been half a month and no email or call from VC.
It is a fraud that Vestiaire Collective acts (and charge us) as the broker for the sellers and buyers when VC doesnt have the abilities to protect our merchandise and not able to manage their working facility.
But after hundreds of complaining about the losses, the situation is still the same: a hot bed for missing merchandises and without reasonable explanation or communication or compensation to the customers!
They dont communicate with me or let me communicate with the buyer to let she know what is happening. They just confirmed the missing belt and shuffled the new price of the jacket without the belt to the buyer and of course she cancelled the sale. Who in the right mind would not cancel this odd deal? By the way, this is the Gucci Jacket item # 5052896 if the buyer ever happens to read this post.
As a seller, I want to be able to sell as many items as I possibly could so I want the buyers to be happy with my items and come back to buy more. I carefully listed all the details about my items including all the flaws with pictures. I really appreciate all my buyers. My relatives dog was going thru major health issues and the hospital bill was over $6,000 and counting. I want to help him and value his life over my stuff. I start selling for the first time and motivate to sell and raise money as fast as I could. I chose VC because I thought that I could trust a company that act like a broker to be safe for both the sellers and buyers. What a big mistake that I made! I truly felt sorry for whoever in the worse situation than my relative sick dog to must take the belt (it's just too big to be lost). However, the way that Vestiaire Collective was unable and unaccountable to manage their workers and ignoring customers are unacceptable.

5/18th you confirmed you received it and will take 14 days to refund me. Now you said to me "I have been informed of the situation and understand that you would like to return the item once more as you believe the item is not authentic." I didn't ask to ship it to you because it's already in your office. Are you lying? And try to trick me?
5/20th You said you are still waiting for the result of the authenticity check.
After you delay to check on the item you have received, now are you pretending that I did not ship to you?

It was 852.36 euro, are you reluctant to refund me, so you are doing this on purpose?

When VC only took one day to pass the authentication and shipped it to me. I was so surprised that Vestiaire Collective sent it out so quickly. However, when I received the sneakers and looked into the details, they are obviously not real!
I sent the photos to VC and they agree to refund me and asked me to ship the item back to their warehouse.
VC provided my ship label and I followed their instructions to ship it back right away with their DHL courier.
After they received and checked the item, they will refund me.
When DHL tracking system showed that the item was delivered to VC's warehouse "LILLE - TOURCOING - FRANCE" on 5/17th. I email them that the item has been received by them. How long they need to check and start the refund process. However, they keep asking me to wait and sorry a little delay due to volume of orders. After 2 weeks, I asked them the status. I have to explain everything all over again. They promise they will move on immediately and give me a refund confirmation update within 3 days.
After 3 days, they told me that they know I would like to return the item and got a refund so they would provide me a shipping label and asked me to ship it to them? What the?

I would like to know if you lost the item in your warehouse. If so, it is your problem, but your member pretends that I did not ship to you and keep asking me to ship it to you... If it is your mistake, you still should refund me first. Not try to mislead and try to shirk responsibility. Keep asking customer to ship back to you? You have got it from 5/17th.

When I asked you if you process the item, you asked me to wait due to due to volume of orders. When I asked again how long you would take, you started to ask me to ship it to you?

I am so confused by your question and instructions.
Do you want to refund me or not? You keep telling me you will give me updates... and your update is to ask me to ship it to you... we are in this loop many times, what's wrong with you?

I am so angry now to receive your same excuses...

The latest update: Finally got the refund on 6/3 after having many conversations with VC.

Reference my item 5893191

I am writing to complain about disgusting, unhelpful, useless customer services I received from Vestiare collective. I sold my item on 4th march, shipped it on 5th march using a prepaid airway bill provided by VC. Item arrived to Greece on 8th March and got stuck at customs. I contacted VC immediately asking to resolve the issue. Given that it was VC that issued a shipping label and all paperless documents attached, DHL demanded that the matter should be resolved by VC, as Vestiaire Collective were the account holder for this shipment. I contacted your useless customer services over 15 times, and each time a different agent who hardly understands English or nature or the problem promised me to resolve this. 3 weeks later, 24th of march, one of them replied to me, having a cheek to say that because I didnt provide a consignee ID, shipment was being returned to me. This person does not even understand the difference between SHIPPER who is myself and the CONSINGEE who is the receiver! As being a sender I clearly cannot provide the CONSIGNEE ID, as I am NOT THE CONSIGNEE! This is how unhelpful and unprofessional customer services are, and worst thing, they dont even care. There is not way to contact anyone in VC over the telephone, the chat option is not working today, so all that customers got left is wait for days for email updates, and when they come, they are so useless, and pointless that nothing is resolved! This is disgusting, absolutely disgusting. I have not received my shoes back, and I have not received my money for the sale! I want my money paid to me now! I am attaching all copied of this mascqarade, called Vestiare Collective customer services, so you can see how I have been messed around by your agents for 3 weeks, - I can only imagine how the buyer feels! Unacceptable, unforgivable, very low to treat customers like this! Please confirm when I will be receiving my money back!

Avoid Vestiaire Collective at all costs. As the vast majority of reviews suggest, the company only stands behinds it sellers, and cares nothing for customer service or satisfaction.

I ordered a Ghurka duffel bag from a private seller on December 14,2018. When the bag arrived, it very obviously did not match the seller's description or pictures. The seller described the bag as "Tan GHURKA Canvas Cavalier II No. 97 Twill Duffel Bag. Leather trimmed zip top bag with gold-tone hardware" and described the cloth as "beige." The bag I received has very bright, tangerine orange leather trim, nowhere in the listing was the color orange mentioned, and the photos of the listing had been manipulated in such a way as to make the leather appear to be the more traditional and common Ghurka tan. I do not like orange, and would not have purchased the bag if I had any suspicion that the leather was orange.

I contacted Vestiaire customer service through their website on 12/25 about the discrepancy in the listing. I received no response (Vestiaire disputes this. Vestiaire Collective claim to have responded on Dec. 26th. There is no message from them in any folder in my email, spam, trash, or otherwise. Oddly enough, all of their later emails came through with no issue, including a satisfaction survey they will obviously ignore, judging by all the reviews). I contacted them again via email on 12/28, and when they finally responded on 12/29, the only option they offered me to resolve the situation was to re-list the bag for sale with them (which includes a "small handling fee" I would be charged for that great honor, should the item eventually sell).

Essentially, I am stuck with an expensive, but ugly, duffel bag that I will never use, all because Vestiaire Collective does not stand behind the integrity of their listings, and allows dishonest sellers to describe an item in any way they please, no matter how untruthful or misleading. No one with any degree of English literacy would think think "tan" or "beige" describes bright orange, but apparently the quality and authenticity "experts" at Vestiaire Collective, who were supposed to have inspected the item for compliance prior to shipping, would disagree.

Long story short. DO NOT BUY THROUGH VESTIAIRE COLLECTIVE! Even if an item is blatantly not as described, they will not allow returns of items purchased from private sellers through their web service. No matter the condition or description, Vestiaire Collective does not value its customers enough to correct those situations in a meaningful manner, and the overwhelming number of bad reviews are a testament to their nonchalant customer service attitude. Believe the bad reviews.

Dodgy payments with an elite "higher department" that is inaccessible.
I am very disappointed with this company as the whole customer experience as a seller has been nothing but stressful and time-consuming. Chatting with the customer chat only yield the template answer "The problem has been escalated to a higher department and will take 3 days to get a response" And of course, the 3 days never eventuates. Some chat operators hang up on you before there is a resolution, some are polite but can't help other than hoping the chat wins the lottery and obtains an answer from the relevant department. I have sold 5 item and all 5 shipments had its woes. Shipping out of Austalia requires a sales invoice, Vestaire does not provide that with the shipping label, you have to get on to the chat, request form the operator and hope the support team gets back to you within the shipping window of 5 days that I can now quote, as verified by chat logs from Vestaire staff, that it doesn't exist hence ship whenever or however with no urgency... Poor buyer waiting endlessly.
After that inconvenience, there is the most important PAYMENT. I have not been paid for 1 of my shipments from 22/10/19 and its 2/11/19 today. Daily attempts to hop on the chat line yields no result other than the please wait 3 days for a reply. I was given information that is already displayed on the app such as "payment completed on 22/10" but the money never came through. Verification from my bank was given that there was no such transfer to me as well. I'm also still waiting for another payment from 8/10/19 that Vestaire said got bounced back as the address was insufficient. That being said, I updated all my details again and on 22/10, still, I did not get my money for separate transactions and only got template answers. My regret is I have now 2 items due for payment on 5/11/19,1 outstanding payment from 22/10/19 and I am beginning to lose hope that I will never get my money and sadly, my sold items are already sent out to the new owners.
So my advice is to look for another site to sell your goods. It too much of a hassle for non-professional sellers and way too time-consuming to deal with the horrendous "higher departments".