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Vestiaire Collective Americas Inc. has a rating of 2.5 stars from 1,419 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Vestiaire Collective Americas Inc. most frequently mention customer service, quality control, and good condition problems. Vestiaire Collective Americas Inc. ranks 39th among Used Clothing sites.
Proactively asks for customer feedback
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I have been selling with Vestiaire for a couple of years now. I have seen amazing improvement in the entire process. The item reports are much quicker and there is virtually 1 day before I was paid! Vestiaire is simply the best, with the ease of use for listing, and the pre-printed labels for federal express shipping make it all so simple and you can trust everything they say! I am so pleased with my sales record with Vestiaire and thank you for making a great platform into an exceptional experience! Thank you Jennifer
Got sold a fake gucci bag on here for $1,200. They assured me was 100% authentic and checked by experts. When i brought my bag into repair at gucci they said it was a fake. They said it had a fake # inside and used different parts than gucci uses. Now this company refuses to address the issue they keep saying we will get back to you in 24 hours then closing my chat then asking again for my order number. Such a scam. Please save your money and don't buy from these people they're crooks!
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.
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.
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
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!
Dear Kay K,
Thank you for taking the time to share your feedback with us.
We highly regret to hear that the buyer requested a cancelation of the order made, we can perfectly understand your disappointment, and we apologize for all the troubles caused.
We would like to kindly remind you that in accordance with our established guidelines and policies, returns are only accepted under specific circumstances, particularly when the item does not align with its provided description. Prior to authorizing a return, we diligently scrutinize and assess the concerns raised by the buyer with utmost vigilance.
In order for us to identify your case from our side and to bring you an appropriated help, we kindly invite you to share with us your order number / item reference.
We highly appreciate your understanding on this matter.
Kind regards,
The Vestiaire Collective team
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.
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
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.
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
It's fun to shop items from all around the world. But don't ever email support. I don't think anyone there understands English or wants to help. They sent absolutely nonsensical replies that don't answer your question. Then they ask you to supply "missing" info over and over again when their response didn't ask for any info to begin with. I de-listed my items because the support is so bad.
Products used:
Coat and dress
Dear Stacy,
Thank you for your feedback, and we highly regret to hear this negative experience you met with the support. We fully understand your dissatisfaction about this case, and we sincerely apologize for the inconvenience caused.
However, we reassure that we will remain available to handle your request if it is still unanswered.
We will remain available here for further support.
Therefore, we kindly invite you to share with us your order number / item reference in order to identify your request.
Thank you for providing us with this information,
The Vestiaire Collective team
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
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
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
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.
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
I have been selling with Vestiaire for a couple of years now. I have seen amazing improvement in the entire process. The item reports are much quicker and there is virtually 1 day before I was paid! Vestiaire is simply the best, with the ease of use for listing, and the pre-printed labels for federal express shipping make it all so simple and you can trust everything they say! I am so pleased with my sales record with Vestiaire and thank you for making a great platform into an exceptional experience! Thank you Jennifer
Because the selling platform on the website is very easy to use and you get paid very quickly. Also, the product selection is massive and the chat feature makes me feel like I have friends all over the world!
Dear Jennifer,
We thank you very much for taking the time to share your feedback with us 😊
We wish you a lovely day ahead and really hope to see you again really soon!
The Vestiaire Collective team
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!
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
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
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
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.
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
I received a bag that I purchased based on the images in the ad. The chain on the bag upon receiving was completely different so I sent the bag back with images and asked for a refund. Vestiare completely didn't recognise that it was different and said there is nothing they can do. This company is a scam! See attached images. Avoid avoid avoid!
Dear Sophie,
We apologize if our procedures did not meet your expectations.
To better understand the situation and find a solution, could you please provide us with the reference of the item in question?
We appreciate your cooperation and look forward to hearing back from you.
Best regards,
The Vestiaire Collective Team
Their carrier lost my parcel.and both me and the buyer have yet received no compensation.they avoid all contact and lie on our faces.although the carrier has officially stated they lost the parcel
On their fault and any other action is done.they keep delaying this so they can avoid the consequences.they even asked for sensitive personal infrormation for no reason.we will have to press charges for theft and personal information excavating!
Dear T H.
Firstly, we would like to thank you for your feedback, and we would like to let you know that it really matters to us.
We highly regret to hear your experience with your order item which was lost by carrier, we can truly understand your position as a buyer in this kind of situation. We are sincerely sorry for all the inconvenience caused.
In order for us to identify your case from our side and to bring you an appropriated help, we kindly invite you to share with us your order number / item reference.
We are looking to hearing from you soon, and we thank you for providing us with this information.
The Vestiaire Collective team
Seemed easy to put my ads online, but then they closed my account. This was before I got any offers or sales. I tried to find out why, but they just referred me to their policy. Looking at their policy, there was nothing I was violating. I kept asking them to be more specific, but they did not provide a reason.
Don't waste your time sign up if your account can be randomly closed and no-one can tell you why.
Dear Wendy,
Thank you for your feedback, we highly regret to hear that you have an issue with your account, we apologize for any troubles caused.
In order to identify this case from our side, we kindly invite you to share with us one of these elements:
- An order number, if you already purchased on our platform
- An item reference you listed or sold
- Your username and login ID
Thank you for providing us with this information,
The Vestiaire Collective team
This company is awful. I purchased an expensive Cartier watch, They charged me $570 to authenticate the watch. I received no paperwork, no notice, nothing indicating the watch was authentic. When I called customer service they said "its ok" - for $570. They sent the watch to me FedEx, not requiring a signature. You would think they would want a signature for a watch that cost thousands of dollars. It was delivered to the wrong address. The whole process was an expensive nightmare. AVOID this company. When calling customer service they didn't care, they are useless. I'll take my business to another company where they care about the customer.
Products used:
luxury watch
Dear member,
We completely understand your reaction to this situation.
Please be informed that items authenticated by Vestiaire Collective are sealed with a tag attached to the item to prove that it has undergone our authentication process.
If you purchased an item without proof of authenticity from the brand or a receipt, it is quite normal that these documents would not be included upon delivery.
We appreciate your understanding in this matter.
Best regards,
Vestiaire Collective Support Team
Do not use them! My last two orders were disasters. One was lost and the other shipped after a week, when I no longer needed the item. They refused to refund and cancel the order even though the website says that it is automatically done if a seller does not ship within a week. I had a series of useless emails and chats with no help and no refund, always a different person. I think they may use bots because the language is always the same and doesn't address the problem. Use Vinted! Vestiare is the worst!
Tip for consumers:
Totally unreliable
Dear Lisa,
Thank you for your feedback.
Firstly, we are sincerely sorry to hear these experiences you met on the platform. We can truly understand that this case bothered you, and we apologize for any troubles this has caused you.
We really appreciate your feedback as it allow us to keep progressing and improving the campaign. Thus, we will absolutely consider your claim and keep displaying these lasts to the concerned department.
In order for us to analyze your case further, we kindly invite you to provide us with the reference number of the item in question.
Once again, we apologize for any troubles this has caused, rest assured that we will continue to strive hard in order to meet our members' satisfaction and to provide the best experience and service that you deserve.
Thank you for providing us with this information.
The Vestiaire Collective team
I've sold on here for several years but my most recent sale, it's been delivered for a week with no follow up from Vestiaire, nor will it reflect delivered in the app. The payout is supposed to be in 72 hours from receipt of the item.
They once tried to steal a bag from me and said it was fake when I purchased straight from the fashion house. They are unorganized, the customer support is a joke and they'll keep you in the dark selling-wise. They didn't even tell me my bag was suspected of being a fake! It took conversations with 8 different reps and a month to track my bag down, at first they said they had to keep it! In the states, try Poshmark or Mercari, even eBay. This company is whack! I should have stayed away but this was two years ago and thought things might have improved.
Dear member,
Thank you for your feedback.
We are sorry to hear that you had an issue with your payment, also, we are truly sorry to hear that you have not received the expected support from our teams!
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
I hope everyone is warned about this company. Check out their rating on Better Business Bureau. After being a loyal customer and spending thousands of dollars on their site, I was ripped off. Ordered a necklace and the box arrived empty, no necklace. I had to send them pictures of an empty box, a handwritten note and my ID for them to even investigate. Weeks later, they wrote me and said they determined that I was wrong and the necklace was in there. It was only around $100 but it's the principle, the box absolutely did arrive empty.
Just google " Vestiaire Reviews" you'll see for yourself. Wish I had done that and seen their Better Business Bureau Rating of F before ever shopping here.
Products used:
Jewelry and handbags
Dear Shannon,
We completely understand your reaction to this situation.
However, we'd like to inform you that the decisions we communicate in such instances are those made by the carrier.
Following the investigation conducted by the carrier, that was the conclusion they reached. Therefore, we are unable to go beyond these decisions.
We appreciate your understanding in this matter. If you have any further concerns or questions, please don't hesitate to let us know.
Thank you.
Best regards,
The Vestiaire Collective Team
If I could I would give -1 not 1 to this company and to the customer service.
I ordered a bag that never arrived, since then I have been contacting every day the customer support team with mails, only to get as an answer that when they have news they will let me know.
In every mail I keep explaining my concerns to multiple representatives again and again. I ask for a refund but the company refuses to take any responsibility or liability and keeps repeating that I will be informed soon.
This state of affairs is absolutely frustrating and negative, even the legal department refuses to speak to me and I really feel hopeless.
Tip for consumers:
I am being ignored from the customer service for a month now. Every message I get is automated and doesn’t answer any of my concerns.
I ask for a refund and they pretend they don’t hear it
Products used:
No deliveries yet
Dear Nina,
We regret that you did not receive your parcel.
This is not the experience that we expect you to have, however, if the issue in not yet resolved, do not hesitate to get back to us with the reference of the item concerned.
Thank you so much for your cooperation.
Best regards,
The Vestiaire Collective team
I've been a buyer/seller of Vestiaire Collective since 2015. Unfortunately VC is not what it used to be, their quality department cannot differentiate fake from authentic items. They are not trustworthy anymore. I'm cancelling my account and I would advise anyone not to buy anything from them, their customer support is the worst.
Dear Reyes, we are sorry for not being able to reply to you any sooner! If your case hasn't been handled in the meantime, we kindly invite you to get back to our team in Me > Help or contact us on your preferred contact method via our Contact Us article in the help center. Thank you for your understanding.
The Vestiaire Collective team
I bought a very expensive 520 fr/eur Saint Laurent altered suit, which was supposed to be size 46, instead I got a clear size 44. I can NOT fit in this suit in any way possible.
When I asked to return the suit, Vestiare didn't even take into consideration my request, bearing in mind the value of the item.
This is HOW Vestiere is treating their customers?
Absolutely unbelievable.
I would have never expected such poor customer service! Especially, as I paid over 500 francs (600 usd) for this item, which did NOT fit me at all & I could NOT even return it.
Unbelievable.
I will NEVER buy from Vestiere again. And do not recommend to others either.
Dear Victor,
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
The worst service possible! 20% of the price represents VC inspection fees to receive a handbag that doesn't match the photos and description in the listing (food stuck to the bottom, various stains and discoloration, broken leather attachments). Bag returned with photo evidence and a detailed list of all undisclosed defects. Return denied, and it's being resold on my account with fees! 20%? On what grounds? The fees of a quality intermediary not doing its job or trying to scam consumers? Awful! Stay away from this website
Products used:
Designer bag
Dear Cha,
Thank you for your feedback. Firstly, we are sincerely sorry that the item was relisted under your account with fees as the return denied. We can truly understand your frustration, and we apologize for any troubles this has caused you.
We would like to inform you that we have guidelines regarding the return of items, depending on the shipment method and the statue of the seller of the item, and we would highly appreciate your understanding concerning this case. You can find more information about our return policy on: Help Centre > Buying > Return or Resell > General.
If you still need any further assistance, we kindly invite you to provide us with the item reference/ order number and your query in order for us to bring help for your case. We always remain at your disposal.
Once again, we apologize for any troubles this has caused, rest assured that we will continue to strive hard in order to meet our members' satisfaction and to provide the best experience and service that you deserve.
Wish you a happy holiday!
The Vestiaire Collective team
VC just posted their new lower sellers fees of 12% recently, it's on the Canada website and Canada App landing page but when asked customer service about this, they said it's not for Canada. This is a very poor business practice, false advertising and I think VC will get sued very soon if they continue to do business this way, at least they are going to lose their customers. Same thing with their promotions, they will tell sellers they could earn more from time to time, but when asked for more details, you know you just won't get them. They added a 5% fees for buyers so they are making more but sellers just being asked to lower their prices everyday. So definitely not a good platform to sell.
Dear KY, we are sorry for not being able to reply to you any sooner! If your case hasn't been handled in the meantime, we kindly invite you to get back to our team in Me > Help or contact us on your preferred contact method via our Contact Us article in the help center. Thank you for your understanding.
The Vestiaire Collective team
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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!
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