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:09/13/2024

  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.

  Hello!I have purchased a bag from a seller @************* and had to discover that they used images that are prohibited by Vestiaire. The pictures are from a ******* app (Link to ******* app *********************************) and from a runway, both which is not allowed per rules. I have contacted the seller after this and they confessed that they did do that and asked me if its fine if they relist it with actual images so I can decide if I still want it which I agreed to. Then nothing. I asked to cancel since they didnt make this new listing and they told me they cant cancel it since they used my money to pay for the bag they are offering. That means its not even in their possession yet, even though they claimed it is. They sell bags with ****** images and then use the money from the sales to purchase the actual good from someone else for less. They have over 1000 sales and I have tried to report them to Vestiaire but they do not care, they say only the seller can cancel an order. This is not okay and I do not know anything about the condition of this bag since I havent even seen it. On top of that the bag is rather a clutch than a handbag, but the seller didnt include those pics from the ******* site.

  Business Response

  Date: 09/13/2024

  We understand the concern of the customer regarding the photos that one of our sellers has used for their ad and order cancellation request. Rest assured that we will take this matter seriously.
  
  The seller has already cancelled the order of the customer.
  
  We have reported this concern to our management. They will be the ones to take action on the account of the seller. Rest assured that this will be thoroughly investigated. 
  
  It is important to know that there are some cases that we have no control over here at Vestiaire Collective. In addition, I appreciate you for your kind words in letting us know about this matter. 
  
  Thank you for kind understanding and extended patience. 
  
  If the customer has other concerns or inquiries, do not hesitate to contact us.
  
  The Vestiaire Collective team

• Initial Complaint

  Date:08/28/2024

  Type:Delivery 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.

  Hello BBB and Vestiaire Collective,I am opening a claim against Vestiaire Collective as I never received a payout for my sold Rolex Watch (Order ID: *********. I sold my watch and shipped it using their provided ***** prepaid label. The item was delivered on July 30, about one month ago. Since that date, I have not received any payment.Despite multiple communications with their representatives, all their agents have stated that the item was not received at their New York warehouse and claimed that it was lost, even though ***** tracking shows that it was successfully delivered. They are not assisting me further and are not responding to my email inquiries. Before I consider legal action, I request your assistance with this matter. If they truly lost my watch, or if something went wrong with ***** or with the Vestiaire staff, who is responsible for my item which has already been shipped and delivered? I urgently need assistance.Thank you.

  Business Response

  Date: 08/28/2024

  We truly understand the frustration of the customer regarding the item that he has sold and shipped via *****. Allow us to assist the customer with this matter.
  
  Our experts have conducted an investigation of the carrier and denied the claim. This has been coordinated as well with our New York Warehouse, which, upon thorough verification, does not have any record of having received this shipment.
  
  Fedex does not have any record that this shipment was signed for by an employee of Vestiaire Collective (which it would have been had the shipment been delivered to our New York Warehouse).
  
  Therefore, we would be unable to proceed with a payment or reimbursement for the Rolex submarine watch.
  
  We apologize for any inconvenience this has caused.
  
  If the customer has other concerns or inquiries, do not hesitate to contact us.
  
  The Vestiaire Collective team
  

  Customer Answer

  Date: 08/28/2024

  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:

  What if ***** lost my package, delivered it wrongly, and marked it as delivered? The label I used for my sold item came from you, so who is responsible for my losses? I read your terms in the Help Center:
  
  Copy from your site:
  
  **"Seller: I think my parcel has been lost by the carrier"**
  
  *We know how frustrating it is when a package gets lost in transit. If the tracking information for your shipped item has not been updated for more than 2 working days, we can look into the situation for you with the carrier.
  
  It will really speed things up if you are able to provide the following information well need to open an investigation:
  
  - The name of the shipping company
  - The date your item was picked up / deposited with the courier or post office
  - The item reference
  - A copy of your ID
  
  Once you have everything ready, click ?? here to get in touch and our ************* team will open an investigation with the carrier directly. Theyll also personally follow the investigation and keep you updated as it progresses.
  
  Once the delivery problem is flagged with the carrier, it can take between 15 days and a maximum of 30 days to receive a conclusive answer from the carrier.
  
  Rest assured we will keep you updated along the way until the issue is resolved. If the carrier confirms that the parcel was lost in transit, you will be paid for your item.
  
  ?? Good to know - In order to be reimbursed for a lost item, you must have used a Vestiaire Collective prepaid shipping label.*
  
  According to this, I have all the information and a saved receipt indicating that the item I sold was shipped correctly and as instructed. Denying this means that you are violating your terms and agreements with your sellers. Before I pursue any legal action to receive an appropriate answer and solution, I request once again to escalate my case with your manager or supervisor and ask them to address and fix this issue. I hope you will assist me with this matter as the watch was shipped as instructed.

   

   

   

   

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

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

  Business Response

  Date: 08/29/2024

  We truly understand the frustration of the customer regarding the item that he has sold and shipped via *****. Allow us to assist the customer with this matter.
  
  Our experts conducted an inquiry into the carrier and denied the claim. This has also been coordinated with our New York Warehouse, which, after extensive verification, has no record of receiving this shipment.
  
  Fedex has no record that this package was signed for by a Vestiaire Collective employee (as it would have been if delivered to our New York Warehouse).
  
  If the client is still dissatisfied with this decision, we respectfully request that he respond in an email to us so that our experts can relaunch the inquiry.
  
  Therefore, we would be unable to proceed with a payment or reimbursement for the Rolex submarine watch.
  
  We apologize for any inconvenience this has caused.
  
  If the customer has other concerns or inquiries, do not hesitate to contact us.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 08/29/2024

  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:

  Hello,
  
  This issue is entirely my responsibility for having sent you multiple emails. I communicated with your representative, ********, but he did not respond to my last emails and closed the email communication. 
  
  I am requesting you to escalate my case and take it seriously. Although you mentioned not receiving any package, ***** marked it as delivered. Now, you are stating that you will not assist me, which violates your terms and agreements. 
  
  If ***** lost my package during transit and you did not receive it, I request that you escalate my case to your manager and investigate it again. As a reliable and trusted company where I sold my luxury watch, how can you make me endure financial losses and reject my requests? I used your provided prepaid shipping label to ship my watch. If ***** lost it or delivered it to the wrong person who signed for it incorrectly, why is it my fault and why should I incur financial losses?
  
  According to your terms and agreements, you are responsible for resolving such issues. Therefore, please ask your supervisor or manager to respond to my email inquiries. I will resend the email and reply to ********, your representative, to escalate my case. I **** ******** or another relevant person from your team will assist me.
  
  After reading this message, please review my email response with your support team. I hope you will assist me and not reject my inquiries as this is very important to me.
  
  Thank you.
  

   

   

   

   

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

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

• Initial Complaint

  Date:08/27/2024

  Type:Delivery 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 purchased a pair of shoes from Vestiaire on Jun 8, 2024 for $613.51 (Order #********). I did not like them so I listed the item for sale on Vestiaire, as encouraged by Vestiaire.- Someone purchased these from me for $526.83 and Vestiaire earns fees on top of that (order #********). Sale was confirmed on July 27, 2024 and I shipped on July 31, 2024. The tracking shows it was delivered to the buyer on August 14, 2024 (tracking #. I have yet to get paid because the seller has not confirmed delivery.- I have repeated reached out to Vestiaire to find resolution. But they keep saying they have emailed the buyer and its up to the buyer to respond. I have asked if the item will be returned to me, and they have not given me any clarity. So I just shipped $600 to someone and they get to keep and I dont get paid.- This business needs to be shut down if they are not going to be providing payments to sellers, and they just collect fees.

  Business Response

  Date: 08/28/2024

  We truly understand the frustration of the customer, as she hasn't been paid for her sold item as the buyer hasn't confirmed the delivery. Allow us to assist the customer with this matter.
  
  In response to the customer's inquiry, we have escalated and followed up on this with the proper department for the next steps.
  
  This request is still open on our side, and we are investigating this concern.
  
  Thank you for your understanding.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

• Initial Complaint

  Date:08/22/2024

  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 sold an item online through this companys platform, and the agreement was to pay me within 72 hours if the final consumer was satisfied with the product. However, it has now been over 10 days since the 72-hour deadline passed, and Vestiaire has refused to make the payment.Initially, they claimed that my bank details were incorrect, so I updated them. Despite this, their system was still not accepting the information. I suggested that they make the payment to my old bank account, which I had successfully used with them before, but they still insisted that it was invalid. This is the same account that Ive previously used without any issues.The situation is becoming increasingly frustrating, as their team does not respond to my phone calls, and when I write to them, it takes 24 hours to get a response. Even then, they just keep asking me to use a verification number that doesnt seem to work, despite me reporting this issue multiple times.I am extremely frustrated with how this situation is being handled, and it seems like the company doesnt care. Could you please advise on how I can get this resolved?I have reached to the company twice each day from August 12th and requested for a call back from the supervisor but they have refused to call me and take my call.

  Business Response

  Date: 08/23/2024

  We understand that mutual customer have 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.
  
  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:08/07/2024

  Type:Delivery 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.

  Waiting for my order to be returned to me 432 ******. I sent a pair of Chanel sunglasses in after a sale was made, however item couldnt not be verified. I was told to pay a shipping fee back to get the item returned to me. I paid the shipping fee plus wiring fee which was a total of $45 just to get my sunglasses back to **** contacted customer service and was told I will receive my item back with 10 business days. Were a month out and still did not receive my sunglasses back. When will I get them back? The waiting time and customer service is ridiculous. No explanation and no clear answer when I will be getting my item back.

  Business Response

  Date: 08/07/2024

  We understand the frustration of the mutual customer regarding the return of her sold item that has been rejected by our experts. Allow us to assist the customer with this matter.
  
  We would like to inform the customer that the package is now being prepared for shipment. It will be shipped via *** *******************
  
  Once it has been handed over to the carrier, the tracking page will be updated accordingly.
  
  If the parcel of the customer has not arrived within the coming days or the tracking information stays the same for 48 hours or more, please dont hesitate to contact our customer care team again and we will investigate with the carrier.
  
  Thank you for understanding and patience. If the customer has other concerns or inquiries, do not hesitate to contact us.
  
  The Vestiaire Collective team

• Initial Complaint

  Date:08/07/2024

  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 purchased an expensive high end luxury designer bag from them back in May for my birthday. I never received the bag. I contacted customer support via email because that is the only way to get help. And ***orted my bag not delivered. Vestiaire opened a claim with ***** who they shipped with. After about a month and a half trying to resolve with Vestiaire directly and getting no resolution I contacted *****. After explaining to ***** they kindly issued a refund for the bag. But the refund had to be issued to Vestiaire directly since they were the shipper and the one who first opened the claim. After an additional almost 2 months of emailing, Vestiaire cause there is no customer service number to call, I still have no refund and have gotten nowhere. Vestiaire refusing to refund me. And keeps referring me back to *****. The ***** customer service *** has been extremely helpful to me from providing Vestiaire proof which they asked for, that they have been refunding and even trying to help me get a resolution. But Vestiaire still refuses. More emails back ******** will Vestiaire refuses to help, give me a customer service number to call or any sort of help what so ever. The WORST customer service I have EVER received.

  Business Response

  Date: 08/07/2024

  We truly understand the frustration of the customer, as she hasn't received the bag that she ordered for her birthday. Allow us to assist the customer. 
  
  In response to the customer's inquiry, we have escalated and followed up this to the proper department for the next steps.
  
  This request is still open on our side, and urgently investigating this concern
  
  Thank you for your understanding, 
  
  We will remain at the member's disposal for any additional assistance if needed. 
  
  The Vestiaire Collective team 

  Customer Answer

  Date: 08/08/2024

  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:

  Nothing has been done to resolve this     I got email from customer service today saying there was nothing more they would do     They keep saying that ***** denied the claim    I have provided proof to them from *****    And still no refund.   There has been over 100 emails back and forth to try and resolve this    I have asked for a customer service number   Or even for someone to call me    And I keep getting the run around.   

   

   

   

   

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

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

  Business Response

  Date: 10/10/2024

  We are aware that the customer has worries about the item she purchased on our platform. We want to guarantee the customer that we are treating this issue with the utmost importance and are dedicated to resolving it without delay.
  
  We would like to inform you and the customer that our experts carried out a detailed investigation with the carrier regarding the customer's assertion that she did not receive the item.
  
  They communicated with ************************** and they provided more details about this package and the related postal investigation, which we would like to share with you and the customer. According to the carrier's records, they rejected our postal investigation on May 30th, stating that they had a Proof of Delivery document on file, that their GPS scans showed that this shipment had been delivered to the correct address, and that they had a signature on file for this delivery.
  
  The ***************** then reported that two weeks later, on June 14th, they received a message from the client, who said that the signature on the Proof of Delivery document was not hers. Instead of starting a new investigation, ***** decided to issue a $127 refund check for this purchase, which was sent to Vestiaire Collective because the item was shipped from our location and the shipping label was provided through our ***** Account.
  
  ***** has stated that the check was issued as a gesture of goodwill, not as an admission of their liability for this postal claim. ***** had previously confirmed that they had conducted a comprehensive investigation and found that the shipment had been delivered as intended.
  
  Our specialists have provided a one-time courtesy voucher code that the customer can use for her future purchase.
  
  We thank you for your patience and collaboration in dealing with this situation. I appreciate your understanding. If the member requires any further help, we will be here for them.

  The Vestiaire Collective team

  Customer Answer

  Date: 10/28/2024

  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:

  I need this case to remain open.    This issue has not been resolved.   And the merchant isnt offering a solution at all.    I made a purchase for over $2500 and didnt receive the item.  I have tried numerous times to resolve directly with them.    They wont offer a solution that is reasonable.   I want a full refund for my purchase.     If they dont want to give me a refund.   The only other acceptable thing would be to issue a credit for the total amount towards another purchase.      I will only accept one of this options as a resolution.       Giving me a coupon for 10% off another purchase, is not even close to a reasonable resolution.    I get coupons for the same discount from this merchant almost daily just as a regular customer.    So offering 10% off will not be an acceptable resolution for me ever at any point.    I want a full refund for the entire purchase.   This has been going on since April 2024.
  
   
  
   
  
  Thanks,
  
   
  
  ********    

   

   

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

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

• Initial Complaint

  Date:08/06/2024

  Type:Delivery 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 Louis ******* bag on the site Vestiaire Collective. Reference #********. My proceeds from the sale is $875.42. The bag was shipped on 16th July to Vestaire headquarters using their shipping label so that it could be authenticated. ***** tracking number ************. However, while in transit, the pass with the bag inside has been lost. I have several times contacted Vestiaire and also *****. Yesterday ***** confirmed that Vestiare collective has a claim with them for the lost bag. The claim number is. **********. From the onset Vestaire Collective keep denying that ***** has responded to them. Each time you reply a different person addresses the issue and frankly they do not care. The buyer if this bag is also upset and angry at me. Vestiare Collective needs to pay me my proceeds since they are being refunded as they hold the shipping label and the buyer also refunded for a sale that has been lost.What concerns me about this company and site is so many complaints that are very similar and sellers have to fight to get their sales proceeds.

  Business Response

  Date: 08/06/2024

  We first want to express our sincere apologies to our customer for waiting for an update about the investigation into his shipped Louis ******* handbag. Rest assured that we will take this matter seriously.
  
  In response to the customer's inquiry, we have escalated and followed up this to the proper department for the next steps.
  
  This request is still open on our side, and urgently investigating this concern
  
  Thank you for your understanding, 
  
  We will remain at the member's disposal for any additional assistance if needed. 
  
  The Vestiaire Collective team 

  Customer Answer

  Date: 08/07/2024

  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]

    Vestiaire is lying, as ***** has told me they have a claim with the bag being missing, which can only be done on Vestiare's behalf since they are the ones with the shipping label, which means they knew the bag was missing. Me and the buyer shouldn't be punished because they lost the bag, the buyer of the bag should get their money back, money Vestiare has, since she paid for the bag, and I should receive my money, because I provided the bag that Vestiare lost. ***** won't write me a letter proving the bag was lost in transit because of the claim currently on it, and I don't have the shipping label, Vestiare does. 

   

   

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

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

  Business Response

  Date: 08/09/2024

  We first want to express our sincere apologies to our customer for waiting for an update about the investigation into his shipped sold item. Rest assured that we will take this matter seriously.
  
  In response to the customer's inquiry, we have escalated this matter to our higher department and followed up on the next steps.
  
  This request is still open on our side, and urgently investigating this concern
  
  We appreciate 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: 08/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me and the matter has been resolved.  Vestaire Collectives finally paid me.  I want to point out that they had been paid TWICE, once by the buyer and then by *****. I had proof ***** had the parcel and kept reminding Vestaire of the situation.  Vestaire Collective consistently LIED that ***** had ever contacted ***** yet Vestaire had a claim in with *****.  for this lost bag.  I would like to add that all through the process Vestaire Collective kept LYING that they had been paid. I was able to prove this by getting all the information and confirmation from ***** direct.  I have no idea why ******** continued to lie but I am glad to say this is finally resolved but after they caused me a lot of stress.  
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2024

  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 bought a leather jacket for $526 on 07/08/24 and it was supposed to be like new condition with no defects. When it arrived, I felt a sharp, poking sensation in my right shoulder. I took off the jacket, checked the right shoulder interior seam and it appeared differently than the left shoulder seam and it appeared to be altered. When I ran my hand over the seam, it poked me and drew ****** The jacket also had pilling and signs of wear throughout that were not disclosed. I told Vestiaire Collective **************** and they said they could take it back and inspect it. However, upon inspection they claim there is nothing wrong with it and have relisted the item on my own account as if I have to sell it now. I have tried reaching out to customer service now and they wont respond

  Business Response

  Date: 08/02/2024

  We truly understand the frustration of the customer regarding his concern for the item that he return for second check. Allow us to assist the customer with this matter.
  
  In response to the customer's inquiry, we have escalated and followed up on this with the proper department for the next steps.
  
  This request is still open on our side, and we are investigating this concern.
  
  Thank you for your understanding.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the business has refunded me, and I find that this resolution is satisfactory to me and the matter has been resolved. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/30/2024

  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 brought louis ******* boots from vestiare collection the boots advertisement states never worn when I receive the boot from my observation the boots has been worn times return the item vestiare refused to give me my refund.

  Business Response

  Date: 07/30/2024

  We understand the frustration of the member regarding the result of the second check on her order. Please allow us to assess this issue.
  
  We checked here and saw that our expert team has already accepted the return.
  
  We would like to inform the customer that no money will be debited from her PayPal account for this order, however she may see a pending transaction on her PayPal account for a few days.
  
  We want to reassure the customer that any pending transaction will be removed from her statement without a debit ever being made.
  
  Please feel free to discuss this with PayPal if the customer have any additional concern.
  
  Thank you for your understanding.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

• Initial Complaint

  Date:07/29/2024

  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.

  Purchased a handbag from this company on june 9, 2024 of this year for $2,929.13 and I have not received the item. I have contacted them by chat ( to have a paper trail) and they constantly say its on its way. ***** has not delivered it and ***** has a tracking number that claims its on its way but I havent received it. I have consistently asked for a refund and they will not give me a refund. They avoid my request.

  Business Response

  Date: 07/29/2024

  We truly understand the frustration of the customer, as she hasn't received her order yet because on the delay with carrier. Allow us to assist the customer with this matter.
  
  In response to the customer's inquiry, we have escalated and followed up on this with the proper department for the next steps.
  
  This request is still open on our side, and we are investigating this concern.
  
  Thank you for your understanding.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team