ComplaintsforVestiaire Collective

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an order, an Hermes Cardigan in Light Blue on June 3 2024. I collected the item on June 15 2024. However, I found out that the item didnt match with the sellers description. The seller mentioned its never worn, yet there are 2 spots around the collar showing frayed stitches. I then contacted Vestiaire Collective representive for a quality check and asked for a return. I sent them photos of what I found. I received email earlier today (June 25 2024) that they checked and found the item is compliant and it matched with the sellers description. I totally disagree and asked them to check again. It turned out they refused to check again and not going to issue a refund. According to their policy, if the item comes does not match with what the seller described, return and refund would be eligible upon quality check and I seriously believe that the item comes in defective state even its only about stitching.

  Business response

  06/26/2024

  We understand that the result of the second check that has been made on the order is not favorable to the customer. 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 response

  06/27/2024

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

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a seller on the app, and the app does not want to send me my items back. They are blackmailing me into sending them money to send me back my items.

  Business response

  06/14/2024

  We truly understand the frustration of the customer, as she has to pay in order for her item to be returned to her. Allow us to assist the customer with this matter.
  
  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

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ref ********, I am referring to my purse, I bought it in store at Hermes, with invoice and complete set, I sold the bag to VC and they told me they can't confirm the authenticity. I am afraid on the way they return it to me, it will lost because they are not going to have any insurance on the item. I am going to get another check to confirm the authenticity.

  Business response

  06/06/2024

  We understand that the customer's sold item was canceled since the item did not pass the assessment for authentication check and was already returned to the customer. Our apologies; let us assist the customer with this.
  
  The item is already in transit, returning to the customer. The tracking number is ************ FedEx.
  
  *****************************************************************************************
  
  If the item is declared delivered to the customer but the customer hasn't received it, the customer may contact our customer service, and we will conduct an investigation with the carrier.
  
  Again, our apologies for the inconvenience. We hope this gives clarification to the customer. If the customer has other concerns or inquiries, do not hesitate to contact us.
  
  The Vestiaire Collective team

  Customer response

  06/07/2024

  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:

  I have not received the package yet, in addition I previously have third party authenticate the purse and they use camera to take all the photos and detail of the bag, the photos still in record and they have sent it to me. The conclusion is the purse is authentic, in this case I would seek for compensation that VC cancel my sale, the unprofessional authentication team wrongly determine my item is fake. 

   

   

   

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

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

  Business response

  06/12/2024

  We truly understand the frustration of the customer, as he hasn't received his order back. 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

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 3 pairs of prada glasses from the website, upon receiving the glasses I went to get them authenticated to which I was told they were fake. The business prides itself on selling 100% authentic items which is incorrect because the items purchased were counterfeit items. I returned all 3 pairs and the business insisted on authenticating the glasses themselves and have decided that they are real despite me knowing otherwise and are relisting the items to be sold under my account instead of giving me my money back.

  Business response

  05/29/2024

  We understand that the customer has doubts about the item's origin. We do apologize if the item does not meet the customer's expectations. Please allow us to assess this issue.
  
  Upon thoroughly checking, there are only two orders under the customer's account.
  
  First, the Prada sunglasses with item reference number ********. The customer contacted us due to having doubts about the brand standard, and our experts permitted the return of her order. On May 28, 2024, the item was received in our warehouse for quality control and authentication checks.
  
  Well get back to the customer within 7 working days to confirm the results of our second check.
  
  If we find that the item does not match its description, a full refund will be issued, including any and all fees. The customer should receive their refund within 5 working days.
  
  If we find that the item does match the description provided, we will relist the item for sale on the customer's account, minus our usual selling fee, and store it safely at our hub until it sells. If the customer prefers to have the item returned to the customer, we can arrange this, provided the item has not been sold before the request is made.
  
  Second, the Prada Sunglasses ********. The customer contacted us due to having doubts about the brand standard, and our experts permitted the return of her order.
  
  After conducting a thorough check, our Quality Control team has found that the item is consistent with the sellers description.
  
  The item meets the brand standard.
  
  Packaging, model, hardware, and typography are all compliant.
  
  Therefore, we are not able to offer a refund in this instance. since the item passed the second quality control and authentication check. Your item will automatically be put back on sale at the same price and with the same description and photos.
  
  Relisting the item to the customer account, when the item that the customer disputes passes, the second check is indicated in the email when the return is permitted and in our FAQ: ***********************************************************************************************************************************
  
  If the customer doesn't want to relist this item under her profile, we can arrange the return of this item.
  
  Again, our apologies. We hope this gives clarification to the customer's concern. If the customer has other concerns or inquiries, do not hesitate to contact our customer service.
  
  Thank you for your understanding.
  
  The Vestiaire Collective team

  Customer response

  05/29/2024

  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:

  [Your Answer Here]

   

   I know the glasses are fake because the serial numbers on the items are repeat numbers and you cant authenticate the glasses via serial number and that is what makes them fake! Two of the glasses that are the exact same literally have the exact same serial numbers and serial numbers are meant to be different.

   

   

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

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

  Customer response

  06/07/2024

  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]

   

  The glasses cannot be authenticated because the numbers on the glasses are fake, theyre gonna send them back to me so I can further prove the glasses are fakes. They wont even provide documentation about how the glasses are real they are just declaring them as real. As *** previously stated you cant even look the glasses up on the Prada provided website. 

   

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

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

  Business response

  06/11/2024

  We understand that the customer is not satisfied with the result of authentication and quality control check for her Prada sunglasses with item reference number ******** and order number ********. Our apologies for the inconvenience. Let us assist the customer with this.
  
  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 our customer will be updated as soon as possible
  
  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

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a seller on the website. Recently I shipped an item to buyer on May 14, 2024 and it was delivered to buyer on May 17, 2024. However, the website doesnt update the status and still shows it is in the progress of delivery. I contacted the customer support multiple times and got different answers from different representatives until no one replied my message anymore when I ask if they can give a timeframe on how much more time I need to wait on payment. According to the website, I should receive the payment after 72 hours item assessment period since delivery. Until now, the status doesnt update to show it was delivered and I havent received my payment or response from the website, even though the 72hours period has passed. Attached are status from the website and *** tracking status. ?? (#********)

  Business response

  05/23/2024

  We can truly understand if the customer will be disappointed about this matter if she hasn't received the payment because the buyer hasn't confirmed yet that she has already received her order. Our apologies for the inconvenience. Let me assist the customer with this.
  
  Upon checking, the buyer confirmed that she had received the item.
  
  Once the buyer has received the customer's item via direct shipping, they have 72 hours to report any issues with their order. Once this 72 hours has passed, payment will be made the next working day.
  
  With interbank transfers, the customer should see the payment in her bank account within five working days.
  
  Well email the customer to confirm when her item has been dispatched and also when the customer's payment is made, so the customer will be totally up to date every step of the way.
  
  On the App : Me My Items
  
  On the Website : My Items for Sale Sold Items
  
  Again, our sincere apologies for the inconvenience. We hope this gives the customer clarification on her concern. If the customer has other concerns or inquiries, do not hesitate to contact our customer service.
  
  Thank you for your understanding.
  
  The Vestiaire Collective team
  

  Customer response

  05/23/2024

  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 am writing to address a serious issue regarding the tracking information for my recent shipment. The package in question was delivered on Friday, May 17, 2024. However, the tracking information on the website was only updated today, May 23, 2024, erroneously indicating that the package was delivered today.
  
  This incorrect update is problematic for several reasons:
  
  1. Inaccurate Delivery Date: The buyer received the package on May 17, 2024, as confirmed by *** tracking. Updating the status to today misrepresents the actual delivery date.
  
  2. Violation of Seller Rights: The delayed status update impacts my rights as a seller. According to your policies, the item assessment phase should have started within 72 hours of the actual delivery date. As it stands, the buyer has had the package for a week, and the 72-hour period has long passed.
  
  I understand and respect the importance of buyer rights; however, this situation unfairly overlooks my rights as a seller. I request that you:
  
  1. Correct the delivery date in your records to reflect the actual delivery date of May 17, 2024.
  2. Reconsider any buyer claims or actions that are based on the incorrect delivery date.
  3. Ensure that my rights as a seller are upheld in accordance with your policies.
  
  I have attached all relevant documentation to support my claims. I appreciate your prompt attention to this matter and look forward to a swift resolution. Thank you!
  

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

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

  Business response

  05/30/2024

  We completely understand if the customer will be frustrated regarding the delay in updating her sale and this will also cause a delay in processing the customer's payment. No worries; we make sure that our team is completely aware of the customer's comments regarding this problem so that we can continue to improve the systems we already have. We really apologize for the way this made the customer feel.
  
  We will inform our technical team to update the seller's timeline. On the other hand, regarding the payment of the customer for her sold Misbhv Linen handbag, the payment was already completed on May 28, 2024, amounting to $176.36. We do apologize for the delay in the customer's payment.
  
  Rest assured that the customer's feedback regarding this matter is documented and will be used as a reference on how we can improve our service and current process. Once again, we apologize for the inconvenience this has caused the customer's. If the customer has any other concerns, please feel free to contact our customer service.
  
  The ********************** team

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a D&G bag with initial Ref# ******** in from Vestaire collective. It looked fake so i Complaint, VC sent me return label to send it back to them for authentication. I sent it on 2/16/24. VC acknowledging receipt of the bag to their hub per notification on their website. VC authentication found the item not meeting their designer criteria and my refund due me has not been paid since. They held my refund and did not refund me my money since. They claim they have refunded it but cannot send me proof of refund with bank details and payout codes etc. my bank claim they have not received any money from them. Bedsides, VC customer support team members have been playing me around the numerous times i have tried to reach out to them to give me my refund in the amount of $293.42. They claim they issued this on 1/29/24 at which time the item in question was not even in their hub, and not even authenticated by them because it was DIRECT shipping and was still in transit. I have all supporting evidence. In my email. They dont want to give me my refund after they received the returned bag and found it not meeting the authentication criteria .They kept the bag and holding on to my refund as well. i deserve my money back. They have no reason to keep my money. They cannot prove the payment refund. They only say its been paid. To which bank account, when payout status and bank code cannot be proven by Vestaire collective. Please i would appreciate your help with this. Thank you. Have tried all avenues to get my refund and each time they send a different customer service personnel on my case and they are of no help at all. Too bad.please help. Thank you.

  Business response

  05/22/2024

  We understand that the customer refund is still not credited to her account. Our apologies if there is any delay in processing to the customer's refund. Let us assist the customer with this.
  
  Regarding the customer who recently placed an order for a Dolce & Gabbana wool handbag .
  
  As per our experts, the customer refund for this item is completed on January 29, 2024, at 23:36:57, amounting to ****** USD. We highly suggest that the customer contact the payment method that she used (Affirm) follow up on her refund.
  
  Again, our apologies. We hope this gives the customer clarification with her concern. If the customer has other concerns or inquiries, do not hesitate to contact us.
  
  Thank you for your understanding.
  
  The Vestiaire Collective team

  Customer response

  05/24/2024

  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]

  Thank you for getting back to me. My main concern is one of my refund is on hold by VC. Two bags were returned on 01/29/24 and 02/21/24  for refund. If refund was issued on the one received on 01/29/24 then where is the refund for return of 02/21/24?  The D&G bag VC is proving was refunded was not even at their hub at the time they claim refum was issued. Instead a Versace bag that got to them on that 01/29/24. This is my concern that i have brought up to them but to no avail. There was a switch in the two bags which VC customer care team is aware of the switch which i have raised a concern about since January. If I understand your email, Do you mean  that the refund for the D&G bag was refunded on January 30, 2024 even though VC had not received the bag, never seen the bag, nor authenticated that particular bag that was not in their hub? This bag was direct shipping so VC did not have the bag in their hub as of January, 2024 so how can they prove they authenticated a D&G bag????Instead that was a Versace bag that mistakenly shipped to VC return was the one in your hub that got authenticated as of January 29,2024. Prove me wrong and i pull up all supporting evidence. The refund of $293.42 reflect the D&G bag but it was not the bag VC received due to the incident which VC customer support team is very much aware of. Why are you trying to ignore that incident whereby there was a mistake where the Versace recieved by VC return on 01/29/24 and D&G bag on 02/21/24. Both shipped back to VC return but on different dates as indicated. They refunded The Versace bag under the D&G bag without checking so when the received the D&G bag, they kept it as well. I have only received one refund under the 2 bags. 
  
  VC processed the returned Versace bag  recieved on 01/29/30 under the information of the D&G bag that was meant for return but was still in transit.
  
  This D&G bag only shipped to VC returns on February 21, 2024. So refund  cannot be earlier than that.
  
  If you claim you refunded the D&G bag that Shipped to VC on February 21, 2024 earlier on January 29,2024 how possible does that sound to you??? How can you process a returned merchandise you received in February 21, earlier without authentication and issue a refund for  it in January 29, 2024 when you have not even  received or seen the item???
  
  If refund on 1/29/24 is for D&G bag.  Then where is the REFUND of the Versace bag that sold and I mistakenly shipped to VC return that VC return authenticated and found not meeting criteria on the same date? 

  Please see attached email and photos to confirm the incident and possible withholding of payment of the Versace bag. 

   

   

   

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

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

  Business response

  06/10/2024

  We are aware that the customer's reimbursement has not yet been credited to her account. We apologize for any delay in the customer's refund. Let us help the customer with this.
  
  First, the Dolce & Gabbana wool handbag reference number ********. The customer refund for this item is completed on January 29, 2024, at 23:36:57, amounting to ****** USD. We strongly advise the customer to contact the payment method she used (Affirm) and follow up on her refund.
  
  Second, the Versace Leather handbag with item reference number ******** and order number ********. The customer relisted this item under her account on January 22, 2024. The new item reference number is ********.
  
  The Versace Leather handbag with item reference number ******** is sold on January 25, 2024.
  
  However, the customer mixed up the shipping labels. Based on her buyer's claim, she received a different bag, which the customer confirmed.
  
  The Versace Leather handbag was sent to our warehouse, and our experts team checked it and found to be not authentic. The customer's payment under item reference number ******** has been issued on February 12, 2024, amounting to $293.54. If the payment from the customer hasn't been received yet, We highly suggest that the customer contact her bank to make follow up.
  
  Again, our apologies. If the customer has other concerns and inquiries, do not hesitate to contact customer service.
  
  The ********************** team

  Customer response

  06/17/2024

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've had several problems but perhaps the most difficult being the fact that they will kick you off of their proprietary platform that enables very minimal contact between seller and buyer. I'm very familiar with the terms and despite never mentioning anything that would contradict their terms of service they have banned me from this platform to communicate. As a seller who just recently spent several days straight listing over 70 items, have sellers regret. Nobody from the organization with the exception of one person who may have been a chatbot, told me that I never violated the terms of service and it would be restored within 24 hours. This would be a total of ****************************************************************** any case if he will being truthful I wouldn't know because I still can't get this function to work. There have been other things that have been required of me as a seller and they tout their 24/7 customer service as always being available I able. Despite numerous attempts I have never been able to get anybody to resolve any issues from this Avenue- which is the only way you can interact with the company. I was only able to speak with a human one time. There have been many other attempts to seek another human interaction with this company however repeated attempts have not been remotely successful, and I also just get sent all of this random **** about all of their policies via email. Yes I know the policies and I have been following them. However despite taking about half of what you get in sales, cannot even provide a human customer service agent. I feel like the site wants to create an air of sophistication, but this is literally the epitome of dysfunction and I am so regretful that I invested too much of my time and energy into thinking this would be a good way to sell. I did buy a few things which I was relatively happy with but if you have a problem with anything, you are ******

  Business response

  05/15/2024

  We can truly understand if the customer will be disappointed and frustrated about her buyer/seller chat. We understand how important this feature is to the customer. Our sincere apologies for the inconvenience. If the customer is banned in the buyer/seller chat, let us assist they with this.
  
  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 response

  05/29/2024

  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:

  My complaint has to do with a 3rd party platform that I have invested much time in by listing over 80 items. About a week and a half ago they revoked a key communication feature of the platform, and told me they would restore it, and I did nothing wrong. After failing to restore it, I sent several complaints and they restored it as I did nothing to violate the terms of service. I was also told I had been banned because another user reported me. Apparently, they do not check the validity of these complaints and they told me that should this happen again I would be banned forever. Well, it happened again one week later. And I'm again banned, and did nothing to violate the terms of service. Currently, as I understand, any other user (including other sellers) can report another seller, and they do not look at the reason. This gives other sellers the ability to try to push other sellers out. If I hadn't invested dozens of hours into this I would give up, but as I have, I do need the basic communication functionality (eg ability to communicate with another member) to answer questions or provide updates to buyers. This has cost me a lot of time, and the fact that I keep getting different responses regarding my status and I have to contact you several times is beyond frustrating. I have a contract with this platform where they take a big cut (sometimes over 50%) to list with them, as they are providing me with a service. As a seller I understand that I have to follow the terms of service- which I have been and the company has acknowledged so.  

   

   

   

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

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

  Business response

  05/30/2024

  We would like to get back to the customer with regards to her buyer/seller chat being banned. Please allow us to get this resolved for the customer's.
  
  First of all, we want to say how much we value the customer's patience and cooperation as we work to find a solution. We are happy to report that the customer's temporary suspension from our private seller chat has now been lifted by our expert team after conducting additional checks on our internal resources and determining the significance of the customer chats being blocked.
  
  The customer can now access our private seller chat within 48 hours. To avoid getting banned from our platform, do remember our terms and conditions.
  
  We sincerely value the customer's feedback; please feel free to review our exchange and do not hesitate to provide comments.
  
  We are grateful for the customer's ongoing support and for being a part of our community.
  
  The Vestiaire Collective team

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sold a Hermes handbag with Vestiaire in August 2023(Ref #********). The bag was shipped out via ***** on 8/24. The package showed it was in transit to Vestiaire on both their platform and ***** when viewing the tracking number. After days of no movement, I contacted Vestiaire on 8/27. They said they would contact *****. 9/4 Documentation was requested showing the package had been accepted by *****. Which was provided, even tho it was claimed that a receipt from ***** showing that the package with tracking number had been accepted wasnt sufficient evidence. Even upon providing the receipt received from ***** as the proof of the items delivery to the ***** location as requested; ***** still denied having the package. Even tho both Vestiaire & ***** showed the package was in transit and was in their possession. 9/12 I was told neither Vestiaire nor ***** were going to take responsibility for the package and handbag being lost by *****. Then on 9/15 I received a shipping update that the package had been picked up by ***** in ************, **********. It was then delivered to Vestiaire on 9/19. Even upon requesting an update, I was not provided any details regarding the handbag, I have not been paid for it and it has not been returned to me. I asked about the handbag and they said they would contact *****. On 10/4 Vestiaire came back saying that ***** responded saying that the package was in the same condition that it was in when it was received in ******, ***** on 8/24. Even tho they had denied ever having received the package for the 6 weeks prior to that. Suddenly they now knew the condition of the package when it was in ****** & the condition it was in after being delivered. I have requested the photos they used showing that packages condition which were denied. Ive requested that I be paid or the handbag be returned & Vestiaire told me to contact the police that they would no longer communicate with me regarding the transaction that the loss was mine to incur.

  Business response

  05/14/2024

  We understand the claim of the customer for his or her recently sold item. Our apologies for the inconvenience. Let us assist you with this.
  
  Our courier manager in the ** has received the conclusions from *****.
  
  Their investigation was completed and we are sorry to inform the customer that they refuse to take responsibility for the loss of the item.
  
  Indeed, their research shows that the package was delivered properly and that there was no damage or opening during transit.
  
  The parcel was delivered in the exact same condition and weight as when it was picked up by the courier.
  
  Therefore, we are unable to compensate.
  
  If the customer wishes to go further, ***** advises that the customer file an official complaint with the local authorities, who will conduct their own investigation.
  
  We are very sorry for this situation, and we remain available if the police need anything from us to help with the investigation.
  
  We thank you for your understanding.
  
  The Vestiaire Collective team

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was a seller through Vesitaire, I havent been a huge fan due to various issues. Lack of customer service, lots of time wasting customers the usual aches and pains that come with seller apps but my final straw was recently when I sold a vintage rare Dior robe. It was a one of a kind piece and was sold to a customer through the app. I shippied within a few days and marked shipped on the app and also reached out to my customer to let them know the item was on the way. What i didnt realize was tracking was delayed in updated (As sellers we are often not aware of an issue such as this unless someone lets us know), sadly instead of someone contacting me Vesitaire chose to flat out cancel the order which means not only do I lose my item but my payment ($200) was given back to the customer. Vesitaire gave me no warning nor communicatio and when I reached out to see what could be done all i received was a sorry we cant do anything. This is my job and this is how I feed my family. Vesitaire just took $200 away from us wihtout notice. Do not sell through this app and customers there are so many more and better apps out there for designer pieces. Do not use this app. ATTN: ****** - you are a horrible representation for any company. Shame on you.

  Business response

  05/14/2024

  We do understand the frustration that the customer successfully shipped the item but the courier site is not showing any updates and the customer's sale is canceled. Our apologies for the inconvenience. Let us assist the customer with her sale.
  
  The seller has 7 days to ship their sold items. Please note that sales are automatically cancelled once the 7-day shipping window expires. Upon checking, the customer's item was sold on May 1, 2024, and on May 10, 2024, the sale was automatically canceled since the seller did not ship the item within the given timeframe.
  
  It is also indicated in our FAQ: **********************************************************************************************
  
  We also checked that there is no update in the tracking details of the generated shipping label for her sold item.
  
  *************************************************************************************************
  
  If the customer insists that she shipped her sold item, we can open an investigation or file a claim with the shipping company; however, we need documents like a handwritten statement and a valid ID from the customer.
  
  Additionally, the courier has a limited timeframe to open an investigation. If that is exceeded, then the customer should reach out directly to the courier to open a claim about the shipment.
  
  Again, our apologies. We hope this gives clarification to the customer. If the customer has other concerns or inquiries, do not hesitate to contact our customer service.
  
  Thank you for your understanding and patience.
  
  The Vestiaire Collective team

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vestiaire deactivated my account on may 10 2024. In the am hours by email. Stating that my items I kept pursuing were fake This is my livelihood. How can they do that. Plus I have buyers who say I'm on vacation as vestiaire closed my account and put me in vacation mode. I also have three items sent and expect payments on these. Can you help me activate my vestiaire account asap. So I can make sales

  Business response

  05/13/2024

  We can truly understand if the customer will be disappointed about this matter if the customer's account is deactivated. Our sincere apologies for the inconvenience. Let us assist the customer with her concern.
  
  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 our customer will be updated as soon as possible.
  
  Thank you for your understanding.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

*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. ↩