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!

I received an email from Vestiaire for $30 off my first purchase in-app with a $150 purchase or more with the WELCOMEVC promo code. I downloaded the app and was excited about their selection of clothes. I selected a couple of things that totaled more than $150 and saw at the checkout that I had been given 10% off with the code from their email. I contacted them and they told me that they weren't going to honor the $30 off with that promo code. I went back and forth with them for a couple of days until I just removed the clothes from my cart and decided that none of this was worth the hassle.

The customer service is completely awful
1- authentic team just sent the measurement with a picture. I asked for further checking. No one replied but kept asking to confirm. I have no choice but to use my eyes to verify the pattern.
2- once I clicked the confirmation, they said they will check further for me but again no checking (and kept claiming that the bag is confirmed). If this is the case, why ask me again and again?
3- seller promised to send me the branded dustbag and they HELD the dustbag and gave me a BROKEN company bag. I then asked what's happening and again they said it's not in the description. They kept asking me to confirm the receipt of the bag and then shifted all responsibilities to me with NO reply.
4- cs staff said I understood you but no more helping and said this is the best teaching materials. Who cares to the teaching materials?

If you wanted to experience this servicing standard, please continue :)

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.

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.

The product does not match the product description, and I did not receive a refund, even after providing evidence. I am a new customer of Vestiaire, but after this experience, it will also be the last time.

A few weeks ago, I ordered a pair of Balenciagas. In the photos, the shoes appeared to be black, as stated in the product description under the color category and the free-text field (I still have the photos saved). However, upon receiving them, they turned out to be blue.

It's incredibly disappointing and sloppy, especially because I paid for the authentication option, and yet this mistake still went through. But hey, everyone can make a mistake, so I decided to connect with customer service politely.

After some back-and-forth chatting, the customer service representative indicated that I would get a refund if I returned them and they agreed that I was right. Otherwise, the item would be relisted. According to the representative, this should work out fine because I had sent a significant number of photos of the product next to black and blue items. So, I didn't have to worry.

Fast forward a week after the product was checked. I was informed that the refund was denied, and the product was relisted! And you won't believe it, but they listed it as Navy/blue and removed black from the description! Of course, I have the before and after of the descriptions, so I know exactly what they did. They essentially agree with me but won't admit it.

Naturally, I contacted customer service, but I received a few messages stating that the product matched the description (even though they did modify it with the listing?!). I am politely asked to wait until the shoe is sold before I get my money back, despite doing everything to prevent this (purchasing the authentication option and providing ample evidence). I disagreed with this, as I would be losing money due to their mistake if it gets sold, and I have to wait for it to be sold in the first place. After sending a few more messages, I received no further response.

I can hardly believe it. If they had just admitted their mistake and refunded the money, I would have remained a loyal customer. I was already looking around again. But after this experience, I've learned that the authentication is not what I expected, and they would rather lose a customer than retain one.

I made two purchases at Vestiaire Colective, a wallet that the seller clicked on for sale, as being made of leather, when in fact it was plastic. I raised the issue with customer support, who asked me to send photos of the wallet, as if it were possible to check the material through the photographs, they gave the option of returning the item, and I would be the one to pay for the return, the process was so complicated that I chose to keep the item. I colored a second time, some sandals that the seller advertised as being white, which was the reason I bought them and when I received them, I saw that they were beige. I contacted customer support, ( Ida the name of de employee) who told me that there was no reason to return the sandals, since for her beige and white are the same color! Absolutely incompetent Anne their contribution only gets in the way and doesn't solve anything. Stay alert to future buyers. For my part, I will never buy anything from this site again. Important to mention that if you buy from this site, you only return i Potential buyers are warned that when purchasing on this site, the return process is either so complicated that they end up giving up, or encountering an employee who thinks that beige and white are the same color, despite appearing as different colors. For those who want to buy or sell, and think there is no reason to return it, that is, they lose money and gain frustration.

What they call "chat" is a bot that delays like 48h to answer even in the simpliest question you have! If there is any kind problem you have even they unreason caused it, what you will get is frustration and feeling disrespected by the very late and still same repeated same answers from the bots. That keep telling that are really sport and "it's the system". Soon I am out of this platform! I ve tried for many times to explain that improvement and really interest for issues to be solved will only be good for both sides.
Very unsatisfied

I wish I would have read the reviews before ordering from Vestiair Collective. I don't know what I was thinking! I ordered a Ferragamo wallet that was listed in Very Good condition with no signs of visible wear. What I got, after a 2 week wait and $25 delivery fee was an extremely worn out item with the leather very rubbed out. It looked more brown than black. When I contacted Vestiair through their chat I uploaded a picture as requested. They offered me a 10% discount! When I said I wanted my money back they said I can send it back to them and they will decide if it meets their standards for being returned and if not they will repost it for sale on my account. That was not acceptable to me! I realized who I was dealing with and do not trust them to be honest and accept my return and refund me! The picture could not be more clear! The chat would not give me the information on how to return it, either way. I contacted my credit card company and opened a fraud claim. I have every reason to believe I will win this one.

My latest experience with Vestiaire Collective Uk has been horrendous. I sold a watch on 14th Jan 2024. I sent the watch together with the guarantee card and Vestiaire received the watch on 16th Jan. Then they asked me further proof of authenticity. Their online form asked me the date of purchase, I think it's clear that date of purchase is the start date of guarantee?! I am shocked they asked me for this info even they received the guarantee card. I then tried to reach them but it has been a nightmare. First, the so-called 24 hours CS livechat never replies responsively. Second, the CS support email chat asked me again and again for info that I have already provided. Third, the expertise email address DOESN'T work. THEN at the same time I received a 2nd email from their expertise team asking me again for proof of authenticity….Most angry fact is that the 1st email from its expertise team says if they don't receive your reply w/in 4 days they will treat you as not able to provide further info. BUT as I said already the expertise's email address DOESN'T work.

It seems to me inside the company they don't want what each other has been doing. It has been a nightmare, after 4 days I still don't know what has been going on.

Just received an order of a pair of boots, which are close to 30 years old, and both boots are starting to split at the soles. Definitely disappointing but not a huge deal, this happens with older shoes and can be easy to miss in an inspection. I messaged customer service right away and included several pictures of both shoes. They acknowledged the damage but were completely unwilling to help. They offered me a 10% discount on a future order. The boots cost me $300 and were listed as being in "very good condition" but are completely unwearable as is, as I'm afraid the sole will completely detach. I was very reasonable and asked if instead of the discount, I could get a 10% partial refund to put toward the cost of the repairs at a cobbler. They told me that wasn't possible and stopped responding. I've been a customer for years and have always had a good experience, but this will be my last purchase from Vestiaire. Be aware that if you order from this platform and have an issue, they will likely not offer any helpful assistance. The other reviews here can also testify to this.

Made a $2k purchase (first purchase ever from VC) and got back a quality report that the item did not match sellers description. All the report said was care and maintenance and bag redyed, but did not specify if it was the whole bag or just part. To me, that matters. I asked customer service multiple times and they refused to give me more details, basically just kept repeating themselves that I needed to make a decision based on the info, which was minimal at best. They were quite rude about it, actually. It's hard to make an informed decision without all the facts. They have the bag in front of them for authentication, but can tell it's been redyed, but can't provide details on the redye? That's ridiculous. Especially for $2,000, that's a big decision. This is my first and last purchase with them, as I've had better experiences on other sites, by far. They are an absolutely terrible company just looking to rip customers off. I highly suggest going to the other popular 2nd hand sites, i.e. PM. Nothing but disappointment. Worst ever.

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

I too ended up as a seller when they acquired Tradesy. However I kept listing and have made about 6 sales, was awarded trusted seller status. I sold a pair of shoes on 1/8, they were delivered on 1/11. USPS tracking shows the delivery. The policy is 72 hours for approval and then payment. I have had 2 unsuccessful chats where the reps are telling me to contact buyer. This has never happened, why am I contacting a buyer when USPS shows delivery? I am a major seller elsewhere and can attest to the fact that another RELIABLE platform is really needed right now. I was tentative about selling here after reading reviews here and on Reddit, but has a number of smooth transactions so was planning on increasing my business here. Now out of the blue there is some sort of erratic method where I am contacting buyer about an item that was clearly delivered? It is frustrating that there is so much urgency for us to ship in a timely manner, yet when it comes to getting paid we are swinging in the wind…
My order # *******.
Now via Twitter they are acknowledging my item was delivered on the 11th but they are "giving customer until the end of the week…". I guess we just make up the policies as we go along.l and sellers should just "hope" to get paid. One week since delivery.system still shows my item as being in transit even with the USPS de confirm right there. Absolutely absurd.

Item on hold in importing country for 3 weeks - Vestiaire told me to contact DHL myself, zero help.
Item reference *******
DHL express said the buyer needs to get in touch to confirm the power of attorney as the item is being imported/held in Latvia.
Vestiaire will need get in touch DHL Express as you are the account holder with the DHL business account number, to either request the item back and send the item back to me, or get in touch with the buyer to get them to contact DHL to confirm power of attorney.
Please confirm this ASAP as it is a high value item - I have a video and pictures of me packing the item and sending it at DHL service point as evidence.

Customer service 0. Payment 0 It's very bad experience l have as seller Vestiaire l do not recommend no

Sold and item and my buyer sent it back! Got an email saying item is authentic and goes inline with brand guidelines and I NEVER GOT PAID. No one has come back to me and I'm being ignored on the chat. Disgusting service.

Ordered gloves 8days ago never shppied out. 229 dollars. I have contact paypal and my credit card compnay and let them know what a fruadeltn compnay this is. There chat is a joke. I donl't know how they stay in business. What a awful experince

Orders

Sales
Order *******
January 6,2024
$228.54

Leather gloves
Moncler
Leather gloves
Ref. *******
Leather gloves
Moncler
Leather gloves
Ref. *******
Direct Shipping
Order received
On January 6,2024

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!

My lovely jacket was returned because it was H&M which they don't like for some reason. I had packed it carefully in a box with bubble wrap etc and when they returned it they jammed it into a bag and came back all wrinkled. They also charged me duty on my own jacket as this is their policy to make money off your own belongings