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:04/24/2025

  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 bought a handbag stating it was leather. I get the item delivered and its a cloth handbag. I would never spend over $400 on a cloth handbag I just want my $472.89 money back

  Business Response

  Date: 04/24/2025

  We understand the customer's concerns regarding the item's material. It was listed as leather, but they received a cloth handbag.  We apologize if the item does not meet customer expectations. Please allow us to assess this issue. 
  
  We are pleased to inform the customer that the return has been permitted. 
  
  Below the customer will find step by step instructions to return their item.
  
  First, log into their account:
   - On the App : Me Order
  On the Website : My Account Orders & Sales Orders
  
  The customer will then be able to click "Download return shipping label".
  
  Simply stick this on the parcel for the return shipment.
  
  Please note that the customer have 14 days from the date they received the item to return it.
  
  The  refund of the customer will be issued when the item arrives at our warehouse.
  
  Once processed, the full refund will appear on the same payment method the customer used for your order. The customer should see this reflected in their  account within the next 5 business days.
  
  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:04/14/2025

  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.

  I am writing to formally report a significant issue with my recent order that was purchased on March *******. I thought I was purchasing a pair of Valentino heels in the 100mm style due to the way they were positioned for the pictures on the site; however, upon receiving the item, I discovered that I was sent the 65mm version instead.Not only was the item incorrect, but the photos used in the listing were misleading and did not clearly indicate the heel height or the specific series of the shoe. This misrepresentation has caused confusion and disappointment, as the heel height was a key factor in my purchase decision.Due to the inaccurate listing and the receipt of the wrong item, I am requesting a full refund for this order due to the misleading photos and would like for the BBB to help with this matter. Please address this issue promptly. I look forward to your swift resolution.

  Business Response

  Date: 04/14/2025

  We understand the customer's concerns regarding the heel length of the item they received. We want to assure them that we are taking this matter seriously and are committed to resolving it promptly.
  
  Following a comprehensive review, we have confirmed that the item is consistent with the seller's description. Therefore, we are unable to approve their return or dispute request.
  
  The item is listed with a heel length of 2.6 inches (6.2cm), which is equivalent to 65mm.
  
  Additionally, as mentioned in our return policy, 'Items purchased from individual sellers are not eligible for returns,' unless the issue concerns non-compliance with the item's description or the item's compliance with the criteria set by the brand.
  
  We remain committed to fostering fairness and ensuring a seamless experience for both buyers and sellers.
  
  Our experts were able to offer the customer of relisting the item on their account.
  
  Alternatively, we advise that to customer to manually list the item within their account. This process will enable them to input their desired selling price. Please refer to the following link for detailed instructions on posting an item for sale: *********************************************************************************************************************
  
  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:04/04/2025

  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.

  I purchased a luxury bag from Vestiaire Collective on March 7, 2025, for $1,188.74. The bag was initially authenticated by their team, but after further examination, I determined that the bag was a counterfeit. I presented evidence, including comparison photos and expert opinions, showing the bags authenticity issues. Despite this, Vestiaire Collective continued to insist that the bag was genuine.From the start of the transaction, I communicated my concerns in every email I sent, providing detailed evidence of the bag's counterfeit nature. Unfortunately, none of my concerns have been addressed, and I have received inadequate responses from their customer service ******* an attempt to resolve the issue, I was instructed to follow up with my local ****** boutique to verify the bags authenticity. This request was unreasonable and dismissive, as the boutique cannot authenticate third-party sales items, and they are not equipped to address this type of issue. Additionally, I had already provided ample evidence that the bag was counterfeit.I returned the counterfeit bag to Vestiaire Collective, but they did not acknowledge the issue and refused to provide a refund. Vestiaire Collective has not made any meaningful attempt to resolve the situation or address my concerns. Their customer service has been unresponsive, and they have failed to adhere to their policies regarding the sale of authentic goods.Nature of the dispute: I am seeking a full refund for the counterfeit bag and expect Vestiaire Collective to uphold their commitment to providing authentic products. I also request that they review and improve their authentication process to prevent future incidents.

  Business Response

  Date: 04/04/2025

  We understand the customer's frustration regarding 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.
  
  As a signatory of the anti-counterfeit charter and with our team of luxury authentication specialists, we maintain the highest standards in product verification.
  
  After a thorough inspection, our luxury experts confirmed that the item aligns with the seller's description and adheres to the brand's strict quality standards.
  
  MATERIAL, TYPO, AND FINISHING ARE ALL COMPLIANT
  BRAND NAME STAMP REF: ****************************************************************************************, **********************************************************************************************
  DATE STAMP REF - *******************************************************************************************
  
  Therefore, we cannot offer a refund in this case. 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 inspection.
  *********************************************************************************************************************************************************
  ***************************************************************************************************************************************************
  
  The item will be automatically put back on sale under the customer's account with the same price, description, and photos (fees applied when the order was placed are not included).
  
  We will store the item securely until it sells, and the customer will receive the proceeds from the sale, minus our standard selling fee.
  
  If the customer prefer to have the item returned to them before it resells, please let us know by replying in our email. We will ship the item to their address at our expense. However, they will be responsible for any applicable duties and taxes.
  
  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: 04/04/2025

  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:

  Vestiaire Collective continues to avoid directly addressing the core issues I raised. While they claim their authentication team confirmed the item as genuine, they have never provided a thorough or detailed explanation of how that conclusion was reached, despite multiple requests. I was told to authenticate the item through ****** a service ****** confirmed they do not provide. Asking customers to pursue impossible solutions is not a resolution.
  Additionally, the links they provided as references to support authenticity are from Fashionphile, which is another secondhand reseller not the original brand, and therefore not a valid or definitive source for verifying authenticity. We are discussing authenticity, not comparisons between secondhand platforms, so these links are not relevant or sufficient evidence.
  At no point did Vestiaire explain why they dismissed the specific discrepancies I brought up, and they continue to claim that my concerns have been addressed when they clearly have not.
  Most importantly, Vestiaire Collective is refusing to issue a refund or allow for a fair investigation of this case, and they are now attempting to relist the item which I do not consent to while the matter is still being reviewed by Klarna and the BBB.
  For these reasons, I am attaching screenshots of my communications with customer service for further review. ********************** has failed to resolve this issue and has shown an unwillingness to take accountability.

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

  Customer Answer

  Date: 04/18/2025

  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:

  Its disappointingbut not surprisingthat Vestiaire Collective keeps sending me the same copy-paste response while ignoring the actual issues Ive brought up. I didnt just say I didnt like the item I gave detailed comparisons, with photos, showing clear problems with the craftsmanship, structure, and especially the strap, which is nothing like what youd find on an authentic ****** **** These concerns have been completely dismissed.
  If your experts believe this item still meets brand standards, then either those standards are seriously flawed or Vestiaire is refusing to admit a mistake. And if youre going to stand by that, you should clearly state on your website that items that may be counterfeit can still pass your authentication process.
  Throughout this process, Ive made multiple attempts to resolve things directly with Vestiaire. Ive asked for more details, offered more evidence, and even said Id pay for a third-party authenticationbut none of that was acknowledged. One of your representatives even told me to contact ****** directly, which is not possible for customers buying secondhand.
  To make things worse, your customer serviceespecially *******was rude, unhelpful, and completely stopped replying to me. So your final line about being available for additional help is honestly just not true.
  The replies Ive received have been vague, repetitive, and dont address anything Im actually saying. Sadly, Im not the only one. There are tons of other people on Reddit, TikTok, and Trustpilot saying theyve had the exact same experience: being sold an item they believe is fake, asking for help, and getting nowhere.
  Ive already opened a case with Klarna and sent them all the proof. This BBB complaint, along with my Klarna dispute, shows that Ive tried again and again to handle this directly with Vestiaire and havent been taken seriously.
  This whole situation now serves as an example of how Vestiaire Collective avoids accountability and treats valid customer concerns. Im asking one more time for a full refund for the counterfeit item I was sold. Ill keep taking action through any consumer and payment channels I need to until this is resolved.

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

  Business Response

  Date: 04/18/2025

  We understand your request for a full refund and sincerely apologize if the item you received did not meet your expectations. Please be assured that we have carefully assessed this issue.
  
  As previously communicated, our team of luxury experts has undergone extensive training and adheres to rigorous procedures to ensure the authenticity and quality of the items they inspect. These practices are in place to verify that each item aligns with and corresponds to the meticulous standards set by the respective brands.
  
  Based on our luxury expert assessment, we maintain our position that the item that was purchased by the customer and subsequently returned for a second inspection has met the required criteria and standards established by the brand.
  
  We appreciate your understanding in this matter.
  
  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:04/03/2025

  Type:Product 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 purchased a bag that I believed did not match the sellers description. There were no photos of the bags interior, which was entirely peeling but labeled as (slightly worn). I returned the item to Vestiaire, had the return denied, then the item was automatically resold on my account, ultimately losing me money and wasting my time. I feel that the customer support completely took advantage of my situation to earn fees on the same item twice. They lacked in timely communication, and ultimately had multiple representatives say the same thing, without offering any true assistance or guidance.I requested this item that sold (was not shipped yet) be cancelled and returned to me. I have read in multiple threads from different sources that this is entirely possible, even after an item has sold. Despite my multiple pleas to have this sale cancelled, the Vestiaire customer service did not comply, which I feel was completely unprofessional and did not align with what possibilities/services are advertised. Overall, I am extremely unhappy with this situation. I feel taken advantage of, not believed in my concerns, and had my requests ignored. I feel this issue needs to be known to members beyond the customer service staff, so this does not happen to other users in the future.

  Business Response

  Date: 04/04/2025

  We understand the customer's frustration regarding 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.
  
  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: 04/15/2025

  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. I have been contacted separately and the matter has been resolved. 
  
  Sincerely,
  
  ***** 
  
  
  
   
  
  

• Initial Complaint

  Date:03/31/2025

  Type:Product 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 previously tried to sell a skirt worth $800 on Vestiaire Collective. This skirt had originally been purchased and returned through their platform, so it had remained in their warehouse the entire time. On November 5th, 2024, I decided to stop selling the item and requested that it be returned to my address.I contacted customer service to arrange the return, and they confirmed my shipping address with me multiple times. However, despite this, Vestiaire Collective mistakenly shipped the skirt to my old address.Around November 6th, I noticed the shipping error while checking my email and immediately contacted customer service via chat to report the issue. What followed was a frustrating cycle of being passed from one representative to another. Initially, I was told to file a claim with ***. Later, I was repeatedly informed that *** had denied the claim and that there was nothing Vestiaire Collective could do.I emphasized multiple times that this issue was not the carriers fault, but rather a shipping mistake on Vestiaire Collectives end. Still, each new representative I spoke with gave me the same response: Since the claim was denied by the carrier, theres nothing we can ***** wasnt until December 29th, 2024nearly two months laterthat I finally received an email from them acknowledging their error. However, their proposed solution was unacceptable: they suggested that I personally retrieve the item from the old address and offered a mere 15 in store credit as compensation

  Business Response

  Date: 03/31/2025

  We understand that the customer has concerns regarding the item that they requested for return. 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: 03/31/2025

  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:

  [Your Answer Here]

   I have contacted Vestiaire Collective countless times regarding this issue, only to be misled repeatedly. Their customer service constantly shifted responsibility and avoided accountability. I was told multiple times that the investigation had concluded, and that there was nothing more they could do because the carrier refused the claim.
  
  
  But this was never a carrier issue to begin withit was a clear and documented mistake on Vestiaire Collectives part. They confirmed my current address several times, yet still shipped the item to an outdated one. This happened back in November 2024, and now its March 2025. Are they seriously claiming they still havent figured out what went wrong?
  
  
  This has gone beyond just poor servicethis is deliberate evasion and negligence. The 15 store credit they offered is not only insulting, but shows a complete disregard for the value of my time, money, and trust.
  
  

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 04/01/2025

  We truly understand the frustration of the customer, as their item was shipped to therir old address. 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.
  
  The customer may receive a call from our team, so please ensure their phone lines remain open.
  
  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: 04/07/2025

  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

  Date:03/25/2025

  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.

  I purchased a *************** and it was shipped to their quality control team in ********* that pass the quality check and item was shipped to me in a plastic bag, upon examine the bag. I realize that there are three indentation on the back of the bag and immediately contact vestarire collective my concern was sent to their upper team, and I was offered a voucher and an apology. I refuse the voucher and was told to send the item to a ******** location, which I did. I just received a email a few minutes ago that my return was rejected and they have since relist the bag on my account. The seller that I purchased this item from in *********, never shown or pictured the three indentation on the back of the bag she mentioned the scratches on the front which I was OK with and provide pictures and yet they refused to refund me however they have relisted the items on my account and they are so unethical that they did not even mention the three indentation on the back , vestarire collective relisted the bag, and they did not mention the three indentation for potential buyers to be aware. I would like my full refund given back to me. I have pictures and have documentation. I did absolutely nothing wrong. Your team in ********* shouldhave spotted the three indentation and did not and decided to pass the quality check. Kindly refund my money thank you.

  Business Response

  Date: 03/25/2025

  We understand the customer's frustration regarding 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.
  
  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:03/21/2025

  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 bought a ***** and Gabbana DG girls bag for ***** on 6-19-23. I used the bag only 4 times, this is a high end brand, I owned miltiple bags of this brand. I was going to use my bag and I notice green stain all around the bag( I will send you pictures) so I contacted them and they have me going back and forth with no answer. Finally they told me that the bag meets the brand standard and that the bag is authentic. How can a bag of a high end brand will turn this way? They refuse to refund me, I doubt the bag is authentic, they only offered me to resell the bag on their website, but who will buy an expensive bag that looks fake because of its discoloration around the bag, its bright green. I really take care of all my bags because they are expensive and I work hard to buy my things. I really love my DG bag I also have it in pink color and its perfectly fine. Im asking for a refund because I pay ***** dlls and only used like 4 times. Tha bag now looks fake and ugly.

  Business Response

  Date: 03/21/2025

  We understand that the customer has concerns regarding the item that they returned. 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:03/14/2025

  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.

  I bought a bag for 350 that was scratched ripped!!! I returned it because thats what customer service told me to do...it was rejected as a return...i got an email if rejection then 10 min later it was posted as on my listing!! What is this craziness. Not the first time i buy from them with an issue and horrible customer service.. im taking all measures to get my money back !!

  Business Response

  Date: 03/14/2025

  We understand the customer's frustration regarding 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 scratches is visible in the photos.
  
  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 the customer's account with the same price, description, and photos (fees applied when the order was placed are not included).
  
  We will store the item securely until it sells, and the customer will receive the proceeds from the sale, minus our standard selling fee.
  
  If the customer prefer to have the item returned to them before it resells, please let us know by sending us an email. We will ship the item to their address at our expense. However, they will be responsible for any applicable duties and taxes.
  
  Thank you for your understanding and patience. If the customer has any questions or requires further clarification, please don't hesitate to contact us. We are here to assist the customer and provide any necessary information. 
  
  The Vestiaire Collective team

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising 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 black **** leather boots from Vestiaire collective on February 27. I received the boots on March 3, and immediately found that they were too small and had a nordstrom rack tag (attached photos showing size and tag), which raised concerns about authenticity. I tried to start an online return using my phone, laptop, and computer on March 4 and 5, but the website would not allow me to add photos to submit the request. I opened a customer service chat on March 5 asking if there was a way to submit the request as an email due to the website issues. Unfortunately, the chat did not send email notifications, so I was not aware that a customer service agent had responded. On March 7, after receiving no updates, I opened a chat again and requested assistance. I was told that since the 72-hour period after delivery had past, I could not start a return. I informed them that I shared the issue on March 5, still within the window, but they said there was no way to make a return.

  Business Response

  Date: 03/10/2025

  We understand that the customer has concern with the size and authenticity of the item that they receiuved. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly. 
  
  We would like to inform the customer that we have sent an email with the instruction on how she woyld return the item. 
  
  If they log into their account, they will now find a prepaid shipping label available to download and print.
  
  On the App : Me Orders
  On the Website : My Account Orders & Sales Orders
  
  In both cases they will see a link to download the Shipping Label.
  
  Once we receive their item, well get back to them within 7 working days to confirm the results of our checks. 
  
  - If we find that the item does not match its description, a full refund will be issued including any and all fees. They 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 their account, minus our usual selling fee, and store it safely at our hub until it sells. If they would prefer to have the item returned to them we can arrange this, provided the item has not been sold before the request is made.
  
  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:02/24/2025

  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 purchased a bag from this website due to my first order being shipped immediately but when I ordered again on 2/18 my order was never shipped by the seller (who replied the first couple of days) I tried contacting them through VC which was successful but they lied to the company and me. I reported the seller and messaged them countless times still no response. ** informed me they were banned but all my messages say sent and the seller wont cancel my order. Horrible experience.

  Business Response

  Date: 02/25/2025

  We understand that the customer has concerns regarding the item that they purchased on February 18, 2025. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly. 
  
  Upon review, our team informed the customer that the seller has seven days to ship their sold item.
  
  Regrettably, on the sixth day, the seller canceled the order. We would like to inform the customer that the order has been canceled and no money will be debited from their Affirm account for this order. However, they may see a pending transaction on their Affirm account for a few days.
  
  We want to reassure them that any pending transaction will be removed from their statement without a debit ever being made. Please feel free to discuss this with Affirm if they have any additional concerns.
  
  We apologize for any inconvenience this may cause. 
  
  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: 02/25/2025

  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,
  
  ****** ******