• Vestiaire Collective

Vestiaire Collective

Overview

Vestiaire Collective has a rating of 1.72 stars from 1,396 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Vestiaire Collective most frequently mention customer service, quality control, and good condition problems. Vestiaire Collective ranks 67th among Used Clothing sites.

  • Service
    469
  • Value
    415
  • Shipping
    413
  • Returns
    354
  • Quality
    380

Proactively asks for customer feedback

This company responds to reviews on average within 18 days

Positive reviews (last 12 months): 4.6%
Positive
10
Neutral
1
Negative
205
642
See all photos

What reviewers want you to know

Positive highlights

  • However, their customer service was good after I wrote a review!

Critical highlights

  • When the bikini went through their quality control, they cancelled my order without asking me.
  • Their authentication process is absolutely useless and just serves to make them more money per transaction.
How would you rate Vestiaire Collective?
Top Positive Review

“Happy for my 1st pair of Yeezys”

Samm B.
5/17/22

New item, great communication with the seller. I was too excited for an alert on these popular sneakers.

Top Critical Review

“Clunky app to use, zero support provided”

Jocelyn B.
2/1/24

The app is super sensitive to any number - related message between buyer/seller even when the chat is product related inquiry. I am selling my Cartier watch on their website and answered the buyer's question on the size of the watch. I then got banned for giving my response with numbers in it. On top of that, the website charges a hefty service fee from both buyers/sellers with zero support. Will NOT recommend it.

Reviews (1,396)

Rating

Timeframe

Other

Reviews that mention popular keywords

quality control (86) customer service (388) authentication process (33) customer support (35) credit card (36) expert team (18)
Thumbnail of user fabyc
1 review
3 helpful votes
February 8th, 2021

I love Vestiaire Collective a lot. I have been using it for years now and never been disappointed. Their quality control and authentication steps are what i look for in resale as I used to get easily fooled back in the days on other platforms.
I also love their editorial content, always super on point, making resale trendy and sustainable!
You should TRY it! You will be addicted very quickly.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jocelynb172
1 review
0 helpful votes
February 1st, 2024

The app is super sensitive to any number - related message between buyer/seller even when the chat is product related inquiry.

I am selling my Cartier watch on their website and answered the buyer's question on the size of the watch. I then got banned for giving my response with numbers in it.

On top of that, the website charges a hefty service fee from both buyers/sellers with zero support.
Will NOT recommend it.

Service
Value
Shipping
Returns
Quality
Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Jocelyn,

We regret to hear that you've been blocked from the buyer-seller chat feature.

This happens if one of your messages infringed at least one of our Terms of Use.

For further reference, please find below our buyer-seller chat rules right below:

https://faq.Vestiaire Collectivellective.com/hc/en-gb/articles/4406278304529-Buyer-Seller-Chat-Rules

However, if you did comply with all of these terms, make sure to share with us the item reference on which you have opened a conversation.

We remain available for further questions,

The Vestiaire Collective team

Thumbnail of user shm16
1 review
1 helpful vote
February 12th, 2024

Very bad experience, they support untrustworthy sellers such as *******@kizzabizz from Italy, they take no responsibility whatsoever, instead send generic responses and offer discounts, if you spend a lot of money as compensation for sellers who scam customers! I wrote to them many times and to the seller as well, but did not even get a decent reply. Not worth it! Vestiaire collective does not even allow you to rate the seller, so you can at least warn other clients of the potential scam.

Service
Value
Shipping
Returns
Quality
Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Member,

We completely understand your reaction to this situation.

We apologize for any inconvenience you may have experienced.

Could you please provide more details about the issue and the reference of the item in question? This will help us investigate and address your concerns more effectively.

While we currently don't have a system for members to rate sellers directly, we want to assure you that sellers do have badges that evaluate their reliability, such as the “Expert Seller” and “Trusted seller” badges.

Thank you for your cooperation, and we appreciate your understanding. If you have any further concerns or questions, please don't hesitate to let us know.

Best regards,

The Vestiaire Collective Team

Thumbnail of user kayk339
1 review
3 helpful votes
February 27th, 2024

This is a scam company, with no respect for sellers. A dishonest buyer asked me to cancel the order that unfortunately I have already shipped and then reported a random problem about the item. No assessment from Vestiarie Collective was done. No support from the customer service at all and no one to talk to! They don't care about the sellers! I just hope I will receive my item in the same condition that it was shipped and I will close my account. Stay away from this SCAM company!

Thumbnail of user evetteh1
2 reviews
5 helpful votes
September 18th, 2021
Verified purchase

While the site has much room for improvement, overall it's a good source of authentic designer items at great prices. When I received a fraudulent item, their customer service response was satisfactory in that they worked to resolve my issue, albeit slowly, and provided a full refund after confirming the item was indeed counterfeit even though their authentication service incorrectly authenticated the item.

Thumbnail of user davidd2865
Customer C. – Vestiaire Collective Rep

Dear Evette, thank you very much for taking the time to share with us your feedback on your experience! Our experts can indeed make mistakes upon checking the items and we wish to sincerely apologize to you for it. Rest assured that we are always willing to proceed to a second control to reassess our findings on an item's compliance. We hope to see you again really soon and wish you a lovely day! The Vestiaire Collective team

Thumbnail of user mengyaokristie
1 review
2 helpful votes
February 19th, 2024

I have sold a skirt almost 4 months ago, and it went missing, the platform since then been dodging my email or just ask me to wait forever, they charge a fee to earn money, but when things go wrong,they won't take responsibility.

Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Kristie,

We are sorry to hear that you have not yet received your payment.

In order to assist you further, could you please provide us with the reference or details of the item in question?

This will help us investigate the matter more closely.

We appreciate your cooperation and look forward to hearing back from you.

Best regards,

The Vestiaire Collective Team

Thumbnail of user benjaminp204
1 review
0 helpful votes
April 26th, 2021
Verified purchase

Jacket is perfect. Seller is amazing. Will happily do business with seller again.

Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Hi dear Benjamin, thanks a lot for sharing your experience with us! We are glad you like your purchase and see you really soon! The Vestiaire Collective team

Thumbnail of user ekaterinaa12
1 review
7 helpful votes
January 4th, 2024

I've bought several things with Vestiaire and for small things it was OK. But when I bought a shirt for 189- the problems appeared. First, it's never arrived to me, but marked as delivered in app. I contacted support team, but they didn't do anything. It's already been a month and support keep writing me standard email "we're working on your case ". They also don't want to return my money. So if you decide to buy something, be prepared that you just give money to Vestiaire.

Service
Value
Shipping
Returns
Quality
Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Ekaterina,

Thank you for your feedback.

We are truly sorry to hear that you have not received the expected support from our teams!

Please rest assured that we are constantly working on improving our services.

In order for us to provide you more information concerning it, could you please provide us with more details? Such as an item reference, or an order number.

Let us inform you that, this information will help us to detect the item and the issue easily, so, we kindly invite you please to provide it.

We apologize for the inconvenience that might be caused.

Kind regards,

The Vestiaire Collective team

Thumbnail of user marys2839
1 review
36 helpful votes
February 12th, 2021
Verified purchase

Vestiaire collective us one of those scammers that was supposed to issue me a refund but instead they charged me again. In other words they took the amount twice from me. And without my consent. Also they have horrible chat and take long to answer and no phone number. Please avoid using it as they memorize your credit cards to later on charge you without consent. So much for a refund! They end up charging me again!

Tip for consumers:
Do not use at all they will not refund you they will charge you twice. They will scam you

Products used:
None because it got lost and they were supposed to refund but ended up deducting again without consent.

Service
Value
Shipping
Returns
Quality
Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Hi Mary!

We're so sorry to hear about your experience and the delay in response. If your request has not been already handled by our team, please let us know your item or order number so we can check on the status of this issue & do our best to resolve it.
The Vestiaire Collective team

Thumbnail of user lornat46
1 review
0 helpful votes
April 26th, 2022
Verified purchase

While looking for authentic items and not wanting to pay the full retail price. I came up on this site thru Luxify. I like knowing that my product will go through authentication before it's shipped to me. Also if i don't receive in the allotted time frame i will receive a full refund. I want to believe we have honest sellers. Since i'm waiting on my item, i cannot review condition.

Thumbnail of user divyam18
1 review
1 helpful vote
September 17th, 2021
Verified purchase

I purchased this bag to replace one that I had had and used for several years. I had been looking for the same material (not as commonly found with this bag) and colorway. The seller was prompt in her communication and the item was in excellent condition (as advertised). It was shipped from Ireland to the US and took just under two weeks to arrive, right after I returned from a writer's retreat. I love and use it every day. The price was also quite reasonable for a bag that was only used a few times.

Service
Value
Shipping
Quality
Thumbnail of user eduardar
1 review
2 helpful votes
December 6th, 2023

I made 6 purchases, and 4 was refunded without any reason. Than, I contact the company, and show them that when I try to buy the same itens again, a message keeps showing "there is a problem with your shopping card." I tried all the possible ways of paymente, and the error still appears.

It seems like the VC banned me.
With no reason

Its absurds

The attendant said that he would investigate why this is happening, and i never had any news

Tip for consumers:
Order 92145307
1:44 PM
Order 92122839
Order 92122608
Order 92121566

Products used:
Order 92145307
1:44 PM
Order 92122839
Order 92122608
Order 92121566

Service
Thumbnail of user michellej1568
1 review
0 helpful votes
April 9th, 2023

I was moved to Vestiaire from Tradesy and I almost was going to to just delete my account. I decided to give it a chance and I've already sold more in the few months here than I had in the years I was on Tradesy. I like that the items get authenticated before reaching the buyer. If you're an honest seller, this should not be a problem. The fee is a bit daunting so it's definitely better for higher value items. I've not purchased anything yet, but I would be comfortable doing so. Here are pictures of my latest sales.

Products used:
Pants, sweater, dress

Service
Value
Shipping
Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Michelle, we thank you very much for taking the time to share your feedback with us! See you really soon,
The Vestiaire Collective team

Thumbnail of user clarac110
1 review
2 helpful votes
February 8th, 2021
Verified purchase

I've used this website to get my hand on great secondhand items from Europe (at a great price!). My seller was easy to reach through the chat and my products were exactly in the same condition as the description thanks to the physical control process Vestiaire offers. I've also been in contact with Vestiaire's customer service (to change my address) and the communication was smooth and easy.

Tip for consumers:
Put some alerts to receive price drops notifications!

Products used:
Shoes

Service
Value
Shipping
Quality
Thumbnail of user opheliavergnolle
1 review
1 helpful vote
February 9th, 2024

Horrible customer service, I still didn't got paid from the article I sold because my email was wrong! I tried to change it in the chat with an agent, I send all my personal information for security (yes becausec they ask your ID and others informations just to change your email) to an agent, and they take hours or even days to respond! Ashamed! It's been 2 weeks now

Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Ophelia,

We completely understand your frustration with the prolonged wait.

In order for us to check the status of your case, could you please provide us with the reference of the item in question?

We appreciate your patience and look forward to hearing back from you.

Best regards,

The Vestiaire Collective Team

Thumbnail of user ks1103
1 review
40 helpful votes
August 21st, 2021
Verified purchase

AVOID AT ALL COSTS, after over 7 years of dealing with them I have to admit my defeat. They are the worse company ever, they abuse you as a seller and as a buyer. As a seller, you pay almost 30% commission, yet they mess up their service and then blame you for it. In my case, they were supposed to send me a shipping label, and guess what - they sent me a wrong one! Then they quickly blamed it on me.

Tip for consumers:
Don't expect good customer service!

Products used:
I bought and sold lots of items with them, but now their policies are such as I try to avoid shopping with them.

* Vestiaire Collective attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond

Service
Value
Shipping
Returns
Quality
Thumbnail of user marab106
1 review
6 helpful votes
January 6th, 2024

Received note that an item I purchased was returned to them "undeliverable". I confirmed my address was correct, so was their error in addressing package. Reconfirmed address in account several times, emailed customer service, opened a customer service chat - they NEVER REPLIED then listed the item for sale on my account because I "had not responded"! Months later and no reply, no effort to resend, no compensation, "24/7" chatbot often closed or unresponsive, useless tho I've tried repeatedly to solve. It's a black hole and I've lost my money. I'm a disappointed victim of nonresponsive vendor. Beware!

Tip for consumers:
Simply beware. They are completely unresponsive and have provided neither the item I purchased nor a refund of my money. Several efforts to resolve have gone unanswered, can't get a response despite many efforts. It's a black hole!

Products used:
I purchased a vest.

Service
Value
Shipping
Returns
Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Mara,

We sincerely apologize for the inconvenience you've experienced.

Your satisfaction is of utmost importance to us, and we want to assure you that we are here to address any concerns you may have.

Could you please provide us with the reference of the item in question so that we can investigate this matter further?

Your cooperation is highly appreciated.

Thank you for bringing this to our attention, and we appreciate your understanding.

Best regards,

The Vestiaire Collective Team

Thumbnail of user amelleb
1 review
2 helpful votes
February 8th, 2021

I'm a for sure a buyer - never encounter any issues and was impressed by their customer service who answered me every time quickly -but decided this year to become a seller too! I was a bit afraid at first but I must say it an easy and smooth process
Wish me luck!;-)

Products used:
Bags and jewelry

Service
Value
Shipping
Quality
Thumbnail of user linz39
1 review
0 helpful votes
February 8th, 2024

When you have an issue it seems impossible to reach them for a resolution, the online chat responses are like on a one msg per day speed, and will repeatedly give you the same response hoping the customer to go away? Very frustrating! So new users, please be aware this, as we don't live in a perfect world, risk is there when an issue arrises!

Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Lin,

We are truly sorry to hear that you have not received the expected support from our teams!

Please rest assured that we are constantly working on improving our services, thanks to your feedback.

We will remain at your disposal to provide you with further support, and therefore kindly invite you to share with us your order number or item’s reference in order to identify your request.

Thank you in advance,

The Vestiaire Collective team

Thumbnail of user amandat855
2 reviews
2 helpful votes
October 17th, 2021
Verified purchase

It will show the make an offer button on an item but won't let you select it. I buy quite a bit from you guys and that's very frustrating. Also, you give the seller way too long to ship an item. It's not fair that we should have to wait two weeks just for an item to be shipped... then you take several days to process, authenticate an item... then it gets shipped to me in the US. Does anything happen to the seller or their ability to continue selling if they just plain don't ship an item? That's happened to me several times and is really upsetting. In all fairness, you shipping time isn't bad at all!

Thumbnail of user davidd2865
Customer C. – Vestiaire Collective Rep

Dear Amanda, thank you very much for your feedback! Shipping deadline is set to 2 weeks, should your item be located outside your area and is set to 7 days for Direct Shipping for instance. Kindly note that seller statistics are impacted, should they not ship their sold items within given time and has a direct impact also on badge attribution. The Vestiaire Collective team

Thumbnail of user karena637
3 reviews
34 helpful votes
August 8th, 2022
Verified purchase

I have an order large black Prada bag which was showing signs of wear. I was going to buyba new luxury bag, but after seeing all the new price hikes, am holding off. I decided to spruce my existing winter bag up, found a beautiful Prada black leather charm with stones and crystals. It just came today, and I'm thrilled with the look. Meanwhile, I took my bag to my local cobbler, he replaced some stitching on the bags corner, and polished it.!

Thumbnail of user caroleb509
1 review
6 helpful votes
January 16th, 2024

Terrible company sold my beautiful gown and buyer paid then never sent me my money within the 72 hours according to contract. Over 7 weeks now. I've reported to the police

Tip for consumers:
Terrible company sold my beautiful gown and buyer paid then never sent me my money within the 72 hours according to contract. Over 7 weeks now. I’ve reported to the police. DONT USE THEM !! Cheaters

Products used:
Terrible company sold my beautiful gown and buyer paid then never sent me my money within the 72 hours according to contract. Over 7 weeks now. I’ve reported to the police

Service
Value
Shipping
Returns
Quality
Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Carole,

Thank you for your feedback.

We are sorry to hear that you have not received your payment.

In order for us to provide you more information concerning it, could you please provide us with more details? Such as an item reference, or an order number.

Let us inform you that, this information will help us to detect the item and the issue easily, so, we kindly invite you please to provide it.

We apologize for the inconvenience that might be caused.

Kind regards,

The Vestiaire Collective team

Thumbnail of user abj12
1 review
7 helpful votes
October 27th, 2021

I am getting sick with your curator or whoever does the authentication. My items has been refused for so many times and the reason your people give is you could not find the authenticity?. I bought a few items here, and if I don't like it I can sell it after the 72hrs.
When I try to sell it back you guys refused

I have listed some items when you guys refused again. Only stupid seller will list fake items. So what is the charges for Authenticity being paid for?
What is the purpose of indicating the Flag! Unsatisfied with the item for direct shipping?

And I keep trying to list again, using the same pictures and it was accepted. Where is your SOP.? Is your curator are well trained?

Don't forget if it is fake, u guys have our money in hand before paying us the sellers. So what is all this refused about?

This site is getting worst.
I have seen worst items that has been listed and you guys accepted.

Thanks to us the sellers and buyers that you are getting paid.

Getting annoyed.

Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Ab, we are sorry to hear that your submitted listings have been rejected by our Teams. Feel free to get back to us if you change your mind, so that our Team can look into your latest deposits again and reassess our decision!
The Vestiaire Collective team

Thumbnail of user margaretc572
2 reviews
6 helpful votes
July 9th, 2020

I had been purchasing and selling on this platform since 2016. I had only one issue and it was recently. The matter was handled expediently and diligently. I received a refund for the item today. I wish to express my gratitude to Michael F, Matt and other customer service advisors for their positive approach and quick responses.
I highly recommend VC as a reliable trading platform to all fashion lovers.
Margaret/UK

Thumbnail of user cristinas221
1 review
5 helpful votes
January 4th, 2024

While there's many seller from various places with great items, but if there's a problem with an object, such as for instance a Hermes scarf being fake, they will not refund but relist the fake item and have you wait until it sells. The chat is bunch of mostly automatic junk. Avoid listing.

Thumbnail of user rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Cristina,

We are truly sorry to hear that you have not received the expected support from our teams!

Please rest assured that we are constantly working on improving our services, thanks to your feedback.

We will remain at your disposal to provide you with further support and therefore kindly invite you to share with us your order number or item’s reference in order to identify your request.

Thank you in advance,

The Vestiaire Collective team

Sitejabber for Business

Gain trust and grow your business with customer reviews.

From the business

Buy, Sell, Share

The top site for buying and selling luxury pre-owned fashion.
Discover 30% - 70% off original retail price. 100% of items are curated before going online and once sold, are checked over by our team of quality control experts!

Company Representative

Thumbnail of user rachaelc12
Vestiaire C.
Typically responds within 18 days

How do I know I can trust these reviews about Vestiaire Collective?

  • Sitejabber’s sole mission is to increase online transparency for buyers and businesses
  • Sitejabber has helped over 200M buyers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about Vestiaire Collective?