ComplaintsforVestiaire Collective

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Initial Complaint
07/01/2024
Complaint Type:
Delivery Issues
Status:
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.
Order # ******** Hello VC,Thank you for helping out.I purchased a Balenciaga Necklace on April 21st, 2024.Order # ******** I contacted VC when it showed delivered as I never received it.Agents did not help out and I ended up filing a police report for the missing item.I have the approved Police Report and reached out to customer care again.You can see in our chats attached they did not even bother reading my message.I told the agent I did not get my item and I filed a police report to help out with the issue.You can see in their response they never read my message and thought I had said I had legal representation which is not true.I never said that.The agents are making up their own stuff and refusing to help me
Business response
07/01/2024
We truly understand the frustration of the customer, as he hasn't received his order. Allow us to assist the customer with this matter.

In response to the customer's inquiry, we have escalated this to the proper department for the next steps and follow-up on this concern.

This request is now 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
06/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Transaction: June 1, 2024 Vestiaire Collective I sold an expensive Chanel purse through Vestiaire Collective, originally authenticated by Tradesy, the previous company which was eventually sold to Vestiaire Collective. There was an issue reported by the buyer, and the item was returned to the COMPANY, not back to me. After numerous apologies on the companys behalf and promise of upcoming payment for $946.72, I still have yet to receive my payment. The company has been making promises of payment but is not following through.
Business response
06/27/2024
We truly understand the frustration of the customer, as he hasn't received his payment. 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
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
06/26/2024
Complaint Type:
Order Issues
Status:
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.
I received the wrong Louis ******* purse from this company. I messaged customer support, they asked for photos, apologized and sent over a return label. I returned the bag, they send multiple emails telling me they received a wrong bag. I told them this is what was sent to me and I made that clear the very first message I ever sent to them. They told me okay well investigate. I wait and they tell me since you filed a dispute with your bank theyll just refund you so they refuse to refund me, they refuse to send the bag I sent back. So now Im SOL. They have my money and the bag I sent back. Ridiculous and disgusting. I sent them everything the moment I received the bag and they promised to make it right only to do this. Now Im begging for the returned bag back so I can do something with it but they wont even send it back. They basically stole from me.
Business response
06/26/2024
We sincerely understand the concern of the customer, as she has received the wrong item and her refund is not being issued. Rest assured that we will take this matter seriously.

As we have checked, the email address ************************ that the customer used in filing the dispute is not connected to any recent order. The last purchase made was in 2021.

If the customer could share with us the item reference number or order number for the concerned item, we can further check on this matter.

On the other hand, we kindly ask the customer to get in touch with our customer service support for us to be able to investigate this case.

The customer may use this link: ****************************************************************************************

We look forward to an update from the customer soon.

We will remain at the member's disposal for any additional assistance if needed.

The Vestiaire Collective team
Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello, I purchased several luxury bags from Vestiaire Collective previously known as Tradesy from 2016-2020. I recently found out that several of those bags are counterfeit. I returned two bags and was guaranteed a refund for both but have still to receive it. The company has now stopped responding to my messages and emails.
Business response
06/20/2024
We truly understand the frustration of the customer regarding her orders she have made from Tradesy. 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 response
06/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I have messaged the business several times and also sent them an email but have not received a follow up response. Even a response stating my case is under investigation has not been sent. I would like this case to remain open till the matter is resolved.

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

Sincerely,

*************************

Business response
06/24/2024
We truly understand the frustration of the customer regarding her orders she have made from Tradesy. No worries, we'll be happy to assist the customer with this.

This request is still open on our side, and we are 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
Initial Complaint
06/14/2024
Complaint Type:
Product Issues
Status:
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.
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
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I recently bought an item off of Vestiaire it was a totally fake, not only did the item not fit the description but I got the item authenticated from real authentication and Louis ******* which they stated the item was a fake because it didnt have a date code or a microchip. Vestiaire refused to refund me but instead offer me to relist the item after I provided proof of the counterfeit item. I would not recommend any one buy or sell on here. The customer service ***** and no one has real answers. Currently disputing this with my credit card company. They push fakes through to get commission off of items. If I have proof an item is fake why not refund me if there are doubts of authenticity.
Business response
06/10/2024
We understand that the customer has doubts about the item's origin. We apologize if the item does not meet the customer's expectations. Please allow us to assess this issue.

The mutual customer reported an issue about having doubts about the authenticity of the item. We allowed a return for us to check the item again.

We received the item in our warehouse for a second quality control and authentication check.

After conducting a thorough check, our authentication team has found that the item conforms to the brand standards.

Therefore, we are not able to offer a refund in this instance. The item is relisted under the customer's account.

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: ***********************************************************************************************************************************

Upon checking, the item was already returned to the customer.

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.

The ********************** team
Initial Complaint
05/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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.
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
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.
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

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