Hello Vestiaire Collective,
I called your German customer service last Friday (11/10/2019) because my item (mini speedy HL) was deemed as 'non compliant' because of 'missing strap'. I am an expert seller and I have sold 45 items through your platform, and I always sent my stuffs max. 1 day after they were sold. I am 200% sure that I included the original strap in the package, and wrapped it.
When I called your customer service that I have put the strap inside my package and wrapped it (so i detached the strap from the bag), the guy who was on the phone with me said that they would check the status of it with their logistic team, and they claimed that they have a 'video' of their team unwrapping the stuffs. He also told me that I would be notified about the status of the 'lost strap' via email. That day, I wrote an email to make sure that the VC team is aware of my situation, not only from phone call, but written too.
Until now (15/10) I have not heard any progress, and that equals prolonged waiting time for my buyer, and for me. I would appreciate it if there is an update about the situation. Because let's be direct, you get my item, with the strap as described, and now you claimed that I did not send the strap. For a seller, losing a strap is a huge loss! Now, what are you going to do? Are you not going to respond to me and wait until the 25 days limit so that the order is going to be cancelled automatically and then you would send me my bag, without the strap? Please be more responsible not only to your buyers but also to your sellers. We have been feeding your employees with 30% commission for each sold item, and that is a pretty big amount of money.
I am including the order number in this comment, and should there be any update regarding my situation, please reply to me. Here, or through email.
I've been trying to reach them per email and everything (chat, phone, email), They just ignored me. Beware of this scammer, they steal your stuffs. How? Here I will explain: You send your sold item to them (complete, with everything described in your listing). And then that item will go into 'quality control process' (usually takes 2-3 days. And then, they told you that your item is 'partially compliant' because the shoulder strap is missing. You would then be given a link to assess the quality report, and in this link you have only 2 options: to reduce the item's price to a certain amount (here they took 140 euros off the agreed price) OR to have the item sent back to you. Here is where they scam you. You have NO OPTION to explain. In my case, I sent them my bag, they STOLE my shoulder strap (original from Louis Vuitton by the way), and I have NO OPTION to even explain or comment on their quality report. So, the only possible way is to go to their 'customer service', who's only playing ping-pong with me. They did not give me any response. Sure, they will not admit that they lost my strap. They also said that there is a video recording on how the logistic team opened the package I sent them, WHICH IS B*LL$#*!. I doubt there is such video.
OK, so no one respond to you from their 'customer service', because apparently, they are robers, and robers don't want to be caught. So, they just said they will let me know once there is an updated process on this, VIA E-MAIL, which never comes. During this status quo time, your buyer will have 5 days to decide if they want to wait for the 'missing part' of the item OR receive the item as it is (without strap) with a highly reduced price. IF they chose to wait for the 'missing' strap to be sent, the seller would need to send the item within 5 days. So here is the point where Vestiaire Collective succeeded to be a professional thief, and you as a seller will have a lose-lose situation. IF the buyer wanted to wait, you will not be able to send the strap within 5 days because YOU ALREADY SENT IT and vestiaire collective stole it from you! This will end with your item being sent back - which obviously, will be without strap that you originally sent them. That's the first condition. IF the buyer wanted to settle with the item without the strap, YOU WILL LOSE 140 euro from your gain. The last condition is, that the buyer does not want to wait, and does not want to settle with the item as it is (without strap), and then your item's status will be changed to 'non compliant' from 'partially compliant', your sale will be cancelled, and then your bag will be returned WITHOUT THE STRAP. So every possibilities will be advantageous for Vestiaire Collective and You will lose money. Your buyer will also be at disadvantage because it takes several days for VC to return their money.
So, I am writing my review here to warn people before buying or selling with them. Maybe you have some successful transactions, but the moment something is wrong and you would need to contact their customer service, it's gonna be a lose-lose situation for you. For me, somehow they successfully stole a 200 euro worth of Louis Vuitton strap. Shameless company!
After the last updates, my bag was sent back to me without the strap, but I was still trying to send e-mails to their customer service. At last, one of their CS asked me to send back the 'returned' bag to their warehouse, and said that a payment for this bag would be arranged in 7 days. So I sent the bag back to them, and today (after 7 days) I received an e-mail that the bag has been received, and that a payment with the amount they 'owed' me will appear in my account in several days. I will post an update when I receive (or not) the money.
Yesterday (5/11/2019) I received the money I should have received from the buyer in my paypal account. The CS that helped me through this is called Joanna, thank you so much Joanna for helping me. So I updated my review (content and title), and changed the stars from 1 to 4. It was a lot of unnecessary stress, but I am happy that the problem is resolved.