Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misleading company with unhelpful customer service. Bought an acrylic fendi bag around 10/24/2024 as a gift that said it was "never worn with tags". Based on their own definition, this means the bag is in "pristine condition with no alteration or defects". After purchase, the seller asked if i noted that it had a tiny crack in the picture and description from where she dropped it but never wore it. I responded that I had not nor did I note that comment but would let her know once received. When my sister showed me pics of the bag the day of receipt, it had huge cracks on either side and scratches all along the front and bag like it was well used. They said their review process to decide if I would receive my money back would take 5-7 days but took over 3 wks and I had to prompt them for each update. Finally, they refused to give me my money back with my only options being to have the broken bag listed under me or to have it returned. I did not want a faulty item under my name so had it returned to me. I have attached images of the appearance on line and how it was received; there was no effort to highlight the damage for me as a *********** all my years of online and consignment shopping, I have never come across such a delayed and faulty review process. i would not recommend trusting your hard-earned money with their nonexistent "product review and customer protection" policy. I would like my money back from this irreputable company.

  Business Response

  Date: 01/13/2025

  We understand the customer's frustration regarding the return process and the decision made after the second inspection of the item purchased on the platform. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  Our experts are specialists in the analysis of luxury items. Vestiaire Collective is also a signatory of the anti-counterfeit charter.
  
  After a thorough second inspection, our Quality Control team confirmed that the item aligns with the seller's description and adheres to the brand's strict quality standards.
  
  ~ The crack is mentioned in the listing and shown in the photos. The item has a magnetic closure and remains securely closed. Therefore, the item is compliant with the listing.
  
  As per the description of the seller: "It is new with tag but unfortunately I dropped it and has some imperfections on the bottom. See photos. However, it is still in excellent condition. Very pretty."
  
  Therefore, we cannot offer a refund in this case. The item passed the second quality control and authentication inspection.
  
  As indicated in the email authorizing the return and in our FAQ, relisting the item to the customers account is standard procedure when the disputed item passes the second inspection.
  
  *********************************************************************************************************************************************************
  ***************************************************************************************************************************************************
  
  The item has been automatically put back on sale under your account with the same price, description, and photos (fees applied when the order was placed are not included).
  
  The new item reference number is ********.
  
  On December 1, 2024, you requested the return of this item.  The tracking information is *** ****************** (*******************************************************************). The tracking information shows the package was delivered on December 8, 2024. We hope it arrived safely.
  
  We apologize for any inconvenience this may cause. We understand this is not the outcome you were hoping for.
  
  Thank you for your understanding and patience. If the customer has any questions or requires further clarification, please feel free to reach out to us. We are here to assist the customer and provide any necessary information she might need.
  
  The Vestiaire Collective team
  

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello,
   
   
  I was able to take a look and if I am able to, would like to add the below in response to their statement.
   
  The bag is listed as new without tags. the images taken by the seller do not capture any discrepancies in the item. Based on their own policy, this item should not have been accepted for sale as "new" but as very best "fair" condition. It should have also not passed the authentication based on their own criteria. Thank you.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 01/27/2025

  We understand the customer's frustration regarding our team's decision following the second inspection of their item. We are here to assist with this matter.
  
  We apologize for the frustration experienced and will share this feedback with management to help us improve our processes. Thank you for bringing this to our attention.
  
  We understand this may not be the outcome the customer were hoping for, and we acknowledge their feelings about this situation.
  
  Thank you very much for your kind understanding. If the customer need further assistance with any of their concerns, please feel free to message us anytime.
  
  The Vestiaire Collective team 

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for forwarding the message. 
  
  Vestaire is not addressing my concern. This is not a question of authenticity but of the condition of the bag that they allowed to be sold. It should not have been listed for sale in "new with tag"or NWT condition to begin with. This is misleading in that their policy states that *** is in pristine condition with no defects. Therefore, it should not have been allowed to be listed as such. Furthermore, the bag has scratches that indicates signs of use and the picture shown by the seller did not reflect a break in the bottom. After I had a;ready paid for the bag, the seller asked via messaging on the vestaire app if I noticed the damage in the picture and I said that I did not and would reach out if I noted damage on the bag upon receipt. There was no further communication from the seller and I could not get in touch with them after they shipped the item.
  
  I refused relisting under my name because I did not want to sell a broken, substandard product and have someone go through the same poor experience that I did. I also removed all my seller items from ******** because I did not want to be associated with poor customer service.
  
  Vestaire ********************** does not even attempt to safeguard the buying experience of consumers. Their posted listing guideline with criteria of each category and what you can expect as a buyer, which they state that they adhere to, is just for show. Their responses are insulting and are the same, regurgitated answers I received prior to reaching out to BBB.There has been no attempt to rectify this situation or even to investigate further.
  
  I do not accept this response which they have already given. I appreciate the help and assistance given by the BBB.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a 900 dollar pair of shoes and they sent them to me in a big box with two pieces of brown paper. Just this is a red flag in itself.They arrived broken, a metal strap was bent and cannot be flattened, and they made me jump through hoops taking pictures repeatedly, and because I was travelling they closed my ticket and refuse to help me further. I was not told i had a short window to reply and I was not able to to begin with. They offered a 10% discount or to relist the shoes with the same information as the listing i purchased the shoes from. This means the next person would buy the shoes without knowing there is a problem. This needs to be looked into as Im not the only person who has experienced it.I am quite the shopper but this is my second BBB report, this is a serious deal to me. A luxury consignment brand should know how to handle designer products. Or at least take responsibility for their mistakes.

  Business Response

  Date: 12/19/2024

  We understand that the customer has concerns regarding the item that she purchased. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  In response to the customer's inquiry, the case has been escalated to our higher department for further investigation and review. Our team is diligently working to address the issue and will provide the customer with an update as soon as possible.
  
  This request is still open on our side, and we are investigating this concern.
  
  We appreciate your patience and understanding as we work to resolve this matter. Rest assured that we are committed to ensuring a fair and satisfactory outcome for all parties involved.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I was told i was called by the company but. I did not actually receive a call or message. And i have not received an explanation for why they wanted to relist them without updating the condition, which is scammimg the next buyer. I tried to upload a screenshot but BBB doesnt accept iPhone format pictures it appears. I will provide them. It appears they are trying to dissuade me from working with BBB

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  Business Response

  Date: 12/30/2024

  We truly understand the customer's frustration regarding the offered relisting option for the item that she received. Allow us to assist the customer with this matter.
  
  The customer has the option of manually listing the item on her account, allowing her to input her desired selling price. To learn how to post an item for sale, click this link: *********************************************************************************************************************
  
  We apologize for any inconvenience this may cause. We understand this is not the outcome you were hoping for.
  
  Thank you for your understanding and patience. If you have any questions or require further clarification on this policy, please feel free to reach out to us. We are here to assist you and provide any necessary information you may need.
  
  The Vestiaire Collective team 

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Vestiaire Collective to sell an item. On my end they say very clearly the item was delivered, apparently, the buyer has claimed the item never arrived and **** says it was delivered to the door step. i was told it was delivered on the 9th, and that my payment should be processed on the 13th. I messaged through the app to confirm and i was then told there was an investigation into the delivery of the item having an issue. NO ONE told me and now they are telling me my payment is on hold. So now my expensive shoes are missing as well as my payment. They have told me after ************************************************************************************************************************* and frankly would not have told me if i hadn't asked.

  Business Response

  Date: 12/19/2024

  We understand that the customer has concerns regarding the payment and delivery for the item she sold. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  In response to the customer's inquiry, the case has been escalated to our higher department for further investigation and review.
  
  Our team is diligently working to address the issue and will provide the customer with an update as soon as possible.
  
  This request is still open on our side, and we are currently investigating this concern.
  
  Additionally, the investigation is still ongoing and requires additional time to provide the customer with the best resolution.
  
  As of this writing, we have already followed up with our courier to check the status of the investigation.
  
  Please keep in mind that we are treating this matter with high urgency, and rest assured that we will continue to check the progress in a timely manner.
  
  We appreciate your patience and understanding as we work to resolve this matter. Rest assured that we are committed to ensuring a fair and satisfactory outcome for all parties involved.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The headline on their website clearly states "10% off your first order" without any asterisk, terms and conditions, or a link to view any limitations. My order total was $2684.69 and they only applied $50 off, which is clearly not 10%. Their customer service said this offer is capped at $500, but that doesn't appear anywhere that the buyer can see. This is clearly false advertising and misleading! I seek the full 10% I am entitled to. I have the entire thread copied and/or with screenshots I can submit if needed.

  Business Response

  Date: 12/19/2024

  We understand that the customer has concerns regarding the applied voucher for his order. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  As the welciome voucher shows that there is a 10% off with first purchase on the platform, it should have to be clicked to see the terms & conditions of the voucher.
  
  The terms and conditions state that the maximum discount is $50.
  
  Here's the link for the terms and conditions of the platform's welcome voucher: ***************************************************************************************
  
  As a result, the customer's order voice is correct and accurate.
  
  We apologize for any inconvenience this may cause. We understand this is not the outcome you were hoping for.
  
  Thank you for your understanding and patience. If the customer has any questions or requires further clarification, please feel free to reach out to us. We are here to assist the customer and provide any necessary information she might need.
  
  The Vestiaire Collective team

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a bag 2600$ retail at 700$ on this platform. The buyer reported an issue minutes after receiving the bag for a refund and is refusing to ship it back to me. Vestiaire initiated the refund without any proof and now I dont have my money or bag. The buyers claim had inconsistent story. They told Vestiaire that it smelled like cigarettes but told me it had eyelashes in it. None of these claims are true as my bag was never used. Vestiaire refuses to investigate this matter, this particular refund was against their policy as well. Now I took a major loss and no one is communicating with me. My next step if this is not resolved here is the police department as this is a theft of goods and money.

  Business Response

  Date: 12/19/2024

  We understand that the customer has concerns regarding the item that was returned to her, as the buyer has claims about the cigarette smell and the presence of eyelashes. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  In response to the customer's inquiry, the case has been escalated to our higher department for further investigation and review. Our team is diligently working to address the issue and will provide the customer with an update as soon as possible.
  
  This request is still open on our side, and we are investigating this concern.
  
  We appreciate your patience and understanding as we work to resolve this matter. Rest assured that we are committed to ensuring a fair and satisfactory outcome for all parties involved.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a pair of shoes on Oct 2nd and shortly after was notified via email that the buyer opened a not as described case and an investigation was launched on , but no other details were provided to me. I reached out to ** via chat on Oct 11th to obtain more details. The agent informed me that the shoes did not fit the buyer and said that the buyer is a US9. However, the shoes I sold were an **40 and nowhere in my description were they advertised as a US9. I even wrote verbatim in my description that it fits a US 10. The Prada shoes are in European sizing and the current guidance on the Prada website is that ** 40 = US 10 (also displayed on the physical shoe box that I had a photo of in the listing), so I was shocked that I was being penalized for not describing the shoes properly. The buyer sent a picture of their foot in the shoe saying that it was too big and ** accepted the claim and completed the investigation without checking the description or reaching out to me, which is appalling. My sale was subsequently cancelled, shoes returned to me and my trusted seller badge and profits were stripped from my account. I pleaded with ** to not allow the return, but they assured me that if the shoes are in fact an **40 that I could just send it to the ** HQ for inspection at their NY location. So after receiving the shoes, I immediately shipped them out and ** confirmed they received them on Oct 24th. From this point, its been radio silence. I reached out to ** on their chat on Oct 28th, Nov 4th, and Nov 18th and get a new excuse each time as to why they havent released my funds. Initially it was a technical error, then it was that theyre experiencing high volume, but no one can give a solid answer on the status of this. My trusted seller badge and $383.15 from the sale have been stripped from my account since Oct because of this. Ive never had this issue on this platform and have had many successful sales, so this is a real bummer.

  Business Response

  Date: 12/19/2024

  We understand that the customer has concerns regarding the payment for the item she sold. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  We are pleased to inform the customer that her payment is  now being processed. Our finance team will validate the payment within ***** hours. Once the payment is made, the customer will receive an email notification.
  
  With interbank transfers, the customer's payment should be in her bank account within 3 to 5 working days (Monday to Friday; weekends and holidays are not included) after it has been completely transferred.
  
  We sincerely apologize for any inconvenience this has caused the customer.
  
  Thank you for your understanding and patience. If the customer has any questions or requires further clarification, please feel free to reach out to us. We are here to assist the customer and provide any necessary information she might need.
  
  The Vestiaire Collective team
  

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and accept their response to issue the missing payment. However, I also need my account badge of trusted seller to be reinstated as the item sold exactly matched the listing description. Its still showing as a negative **** on my seller account.

  Sincerely,
  ****** ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/03/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* *******-Embellished Scarf from Vestiaire Collective on November 18, 2024, and the item I received on November 29, 2024 is clearly a counterfeit. The chainmail is flimsy, the rhinestones are cheap and falling off, and the logo and buttons are incorrect and tarnishedclear signs that this is not an authentic Rabanne product. Despite this, Vestiaire Collective has insisted that in order to receive a full refund, the product must be examined by their team. This is the same team that approved the item as authentic, raising serious doubts about their qualifications to properly authenticate products.After further research into customer complaints about *********************************************, it appears the company operates a de facto Ponzi scheme. The process typically goes as follows.Vestiaire Collective Ponzi Scheme 1. Customer receives a product (mostly from overseas) that has been 'authenticated' but is clearly damaged and/or counterfeit.2. Customer complains and ********************************************* tells them the product must be returned to the team for examination.3. Vestiaire Collective deems the product as authentic and tells the customer in order to recoup costs, the product must be relisted/resold under their account.4. Product once again gets sold to another unsuspecting customer and the process begins again.I would consider delivering it in person, but only if the team in ******** agrees that the item is indeed counterfeit and destroys it on site. I do not want another customer to experience this same fraud. This situation is not an isolated incident, and the volume of complaints against Vestiaire Collective far exceeds what would be considered normal for similar companies. Given these concerns, I am requesting an immediate refund of $305.94 for this counterfeit product.

  Business Response

  Date: 12/19/2024

  We understand that the customer has concerns regarding the she returned for authenticity inspection. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  In response to the customer's inquiry, the case has been escalated to our higher department for further investigation and review. Our team is diligently working to address the issue and will provide the customer with an update as soon as possible.
  
  This request is still open on our side, and we are investigating this concern.
  
  We appreciate your patience and understanding as we work to resolve this matter. Rest assured that we are committed to ensuring a fair and satisfactory outcome for all parties involved.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Despite me repeatedly showing that even the **** ******* brand has said the item sent to me was a counterfeit production, Vestaire Collective has overruled it and now listed the counterfeit item for sale under my name and account. They are now planning to sell the counterfeit item to someone else using my account and will collect fees.
  
  This is a Ponzi scheme at this point. This company sells counterfeit goods and passes it from one person to the next while continuing to make money of each sale.
  
  See attached email for proof.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *********
  
  
  
  
   
  

  Business Response

  Date: 12/20/2024

  We truly understand the frustration of the customer about the item that he returned to us for inspection. Allow us to assist the customer with this matter.
  
  We'd like to let the customer know that we are still waiting for the expert team's response.
  
  Rest assured that as soon as we receive feedback from them, we will notify him.
  
  Thank you for your kind understanding and extended patience.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Again, Vestaire Collective has ignores the proof from myself and the brand and continues to make false claims about the item's authenticity. The counterfeit item is now being sold to someone else using my account without my permission. 
  
  This is a Ponzi scheme at this point. This company sells counterfeit goods and passes it from one person to the next while continuing to make money of each sale.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *********
  
  
  
  
   
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vestiaire is an online platform and I am a seller. Vestiaire changed the price on an by reducing it to $59 instead of my price $550. This was done without my knowledge or consent. It was sold after a few days for the $59 instead of $550 and removed my expert seller badge which was their mistake. They have admitted the error but said they couldnt do anything about it. I have in writing from Vestiaire admitting the mistake and that they would cancel the sale and reimburse the buyer without affecting my seller status. I have written over and over with photos and messages and although a couple of representatives said it would not have any impact on my expert seller badge, the latest correspondence said they have no control and I will have to sell more to get my expert seller badge reinstated. I should not suffer the consequences of their error and have never heard of any platform that can change the price of their own accord and not inform the seller of anything. This is unacceptable and they should not be allowed to do this which I would gather is against the law. That means every item could be changed to the price they want, therefore, reduce the sellers earnings and the hard work put in to earn that rating is also at their discretion.

  Business Response

  Date: 12/03/2024

  We understand the customer's concern regarding the item she has sold. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  As we have checked, the customer has listed the item twice.
  
  One listing was for $59, and the other was for $550.
  
  However, the customer has withdrawn the item that was listed for $550.
  
  During the item listing process, the system provides price suggestions. These are merely guidelines, and the final price is ultimately up to the customer.
  
  As the customer knows her item best, she should consider its condition, any unique features, and the current market value when setting her price.
  
  If there has been an issue when submitting the item, the customer has contacted us right away. Otherwise, they remove the item from sale if the price was not favorable to them upon receiving a notification that it has been posted online.
  
  We would like to inform the customer that we cannot change the price of the item. To accomplish this, the customer must remove the item and relist it manually.
  
  We apologize for any inconvenience this may cause. We understand this is not the outcome you were hoping for.
  
  Thank you for your understanding and patience. If the customer has any questions or requires further clarification, please feel free to reach out to us. We are here to assist the customer and provide any necessary information she might need.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I never listed the item at $59, you can see the earnings on their price adjustment is $517.65 which is impossible on $59. I have provided photos. This is a false statement that I listed it for $59. After I saw that it was sold a couple of days later, I was shocked to see the price. I also have a message saying that my price was rejected because the price was too high and thats why they changed it WITHOUT MY KNOWLEDGE. WHY WOULD I CHANGE IT TO 1/10 of my price. On top of them saying I had to cancel the sale after they said it would be cancelled on their end they took my expert seller badge which I worked hard for telling me I will have have to sell more when this was all of their doing. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

  Business Response

  Date: 12/09/2024

  We understand that the item she has listed on the platform has some issues. We apologize if the item does not meet customer expectations. Please allow us to assess this issue.
  
  We would like to inform you that the system does not automatically reduce the prices of items.
  
  There was a duplicated submitted listing proposal for a ********** Handbag from the customer. One listing was priced at $59.00 and the other at $550.00.
  
  The listing priced at $550.00 was removed from sale by the seller, while the order was retained.
  
  The customer has a Trusted Seller badge. Once the criteria are met, the Expert Seller badge will be reinstated.
  
  We apologize for any inconvenience this may cause. We understand this is not the outcome you were hoping for.
  
  Thank you for your understanding and patience. If the customer has any questions or requires further clarification, please feel free to reach out to us. We are here to assist the customer and provide any necessary information she might need.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The reason I am dissatisfied with the reply is that it is not true and the company should not answer the complaint falsely. I have provided photos and an exact description of the problem. In short, they removed my expert selling badge over an error they were responsible for. I have written the CEO without any response. I have also written at least a half dozen times in their chat box since there is no way to communicate with any live agent. This complaint has been made multiple times and feel a company that you make money for and has worked very hard to earn that badge should be accountable for their errors. I listed an item for one price that they reduced by 90% in a couple of days without my consent or knowledge. First, they said they didn’t do that, then they admitted to changing the price since they felt was too high yet similar items are marked within the range I put it. You can’t reduce the price, especially at 90% in a couple of days, which lowers the sellers commission.
   
  They refuse to admit this and have withheld my badge even though there is photo evidence of what I am stating. That means a company has free will to adjust any price on sellers item without their knowledge. That should not be legal. If you sell on a platform, that platform should be truthful as to what they are doing. 
   
  *** ***** 

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2019, I purchased a ************* scarf (reference number *******), which was authenticated by the seller at the time. A few years later, I sold the scarf to a friend after realizing it wasnt my style. Recently (2024), she decided to resell it on Vestiaire Collective, where it was deemed inauthentic this timedespite the platforms supposed team of experts. They canceled the sale, offered to return the scarf to her (charging a shipping fee), but she no longer wanted it if it was indeed fake.Afterward, the platform told her they would refund me directly (refer to screenshot that my friend sended) , since I was the original buyer, and suggested I could reimburse her. However, when I reached out to confirm my payment details, they abruptly reversed their decision, accused me of fraud, and refused to issue the promised refundeven though I provided the original purchase confirmation linked to my email. To this day, despite being promised a refund twice by their team, I have not received anything.

  Business Response

  Date: 11/14/2024

  We understand the customer's concerns regarding their purchased item. We want to assure them that were taking this matter seriously and are committed to resolving it promptly.
  
  Weve escalated this issue to the appropriate team for further investigation and resolution.
  
  The customer will be updated as soon as possible.
  
  We will remain at the member's disposal for any additional assistance if needed. 
  
  The Vestiaire Collective team 

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Didnt refund me while they confirmed to a refund before. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  **** ****
  
  
  
   
  

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have received this exact email with no additional clarification regarding their claim about violation. 

  They are bring past issue up which doesnt have anything to with the moment of purchase. Its clear that they sold me a fake item and refused to acknowledge their own faults. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ****
  
  
  
   
  

  Business Response

  Date: 11/26/2024

  We understand your concern regarding the refund for the item purchased on our platform.
  
  After a thorough investigation, our team has determined that a refund cannot be issued due to a violation of our Terms and Conditions.
  
  We apologize for any inconvenience this may cause. Please know that this decision is final.
  
  If you have any questions or require further clarification, please dont hesitate to contact us. Were here to assist you.
  
  Thank you for your understanding.
  
  The Vestiaire Collective Team

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept. 29, 2024, I purchased an item listed with a condition category of very good condition and a written description by the seller of impeccable condition and very little worn. An item listed as such was to not have missing parts per their listing criteria. It was then inspected by Vestiaires quality control department with a report given to me that only stated that some of the metal parts shown in the pics provided by the seller were slightly oxidized because this was not mentioned in the description or clearly visible in the photos. However, the report did not also disclose that there were 3 missing crystals on the item that was also not clearly visible in the listings photos or stated in the description. I only accepted it given their report and the condition stated in the listing. Once I received the item, I noticed that there were 3 missing crystals in 2 different areas that cannot be seen in the pics provided by the seller or mentioned in the quality report or matched with their definition for items listed in the very good condition category. Their eligibility criteria for items listed in this category states the following:No damage to the material, no odour, no missing pieces. I took pics of the areas of concern and they accepted the return to confirm the missing parts. I expected a refund once this was confirmed by their inspection department. I was told within 5 days they will confirm all of this. But it was after 3 weeks, I finally hear back that my item was refused a refund because although they didnt disclose it in their report nor was it disclosed by the sellers description or visible in the pics or match with the eligibility criteria it was listed under as to have no missing parts, they say refund refused because it was .checked and found to match its description. This is false advertising and contradictory.

  Business Response

  Date: 11/11/2024

  We understand that the customer has concerns regarding the item she returned as there has been issues on it. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  In response to the customer's inquiry, the case has been escalated to our higher department for further investigation and review. Our team is diligently working to address the issue and will provide the customer with an update as soon as possible.
  
  This request is still open on our side, and we are investigating this concern.
  
  We appreciate your patience and understanding as we work to resolve this matter. Rest assured that we are committed to ensuring a fair and satisfactory outcome for all parties involved.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team