ComplaintsforVestiaire Collective

• 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

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold an item on 1th of May , the buyer received on 3 th of May , the payment was scheduled for 7th of May , but is still pending!!! Are passed 96 hours!! Now is 8th of May and you dont send me my money!! Why ! I will go to postal police to make a report!!

  Business response

  05/09/2024

  We understand that the customer's payment is still not credited to his account. We apologize if there is any delay in processing the customer's payment. Rest assured that we are here to help the customer get his payment.
  
  Upon checking, the payment by the customer was already completed on May 8, 2024, amounting to ****** EUR. The customer will receive his payment to his bank account.
  
  If the customer is still not receiving his payment, we highly suggest that he contact his bank directly to follow up on his payment for this sold item.
  
  Again, our apologies for the inconvenience. 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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******************* hat from this store, I was not sure if the hat was authentic so I sent it back for a check, they determined it was a fake, which is incorrect, now I want the hat back but they refuse and will not send it back

  Business response

  05/06/2024

  We understand that the customer has doubts about the item's origin. We apologize if the item does not meet customer expectations. Please allow us to assess this issue.
  
  The customer recently ordered a ******************* hat from Vestiaire Collective.
  
  We have personally checked on this for the customer and can confirm that, unfortunately, the ******************* Hat was refused. by our authentication teams.
  
  We have issued a full refund via the same method of payment that the customer used to make the order, which should be reflected in the customer's account within the next 5 days.
  
  We understand the request of the customer to get her hat back, but sadly, it is not possible since in the second quality control and authentication check the item did not meet the brand standard.
  
  Again, our sincere apologies for the inconvenience. 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
  

  Customer response

  05/07/2024

  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:

  This resolution is not acceptable. The hat was misidentified as a fake and I wish to have the hat returned back to me. This hat is vintage and the craftsmanship is not the same as they do today however the hat is authentic and they are not returning it back to me after it passed an authentic check in ******, the country of origin, this was rejected by American authenticators which do not have the proper knowledge of Italian vintage brands and the resolution is to return the hat back to me at all costs. I will travel to the business or do whatever it takes to get the hat back. Thank you.

   

   

   

   

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

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

  Business response

  05/13/2024

  We are aware that the mutual customer requests that her most recent order be returned to him. We sincerely regret any inconvenience caused. Allow us to help the customer.
  
  The customer recently ordered a ******************* Hat from Vestiaire Collective and we would like to thank you for the customer's trust.
  
  We have personally checked on this for the customer, and can confirm that, unfortunately, the ******************* Hat was refused. by our authentication teams.
  
  Check points.
  1: ******************* brand name embroidery quality is too low; thickness is also uneven.
  2: Italian flag embroidery is too low quality, it should be thicker as well. 
  3: Inside STORM SYSTEM tag's spacing and typo are wrong; the eagle shape is totally not compliant, and stars should be in the middle, and the star shape is also not compliant 
  4: Finishing near back closure part is not compliant, too messy finishing.
  
  We understand the request of the customer to get her hat back, but sadly, it is not possible since in the second quality control and authentication check the item did not meet the brand standard.
  
  We have heartfelt regrets for any inconvenience. Please do not hesitate to contact our customer care if the customer has any additional questions or issues.
  
  The Vestiaire Collective team

  Customer response

  05/22/2024

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

   

  The seller was a member of the Itailian Equestrian Team. This was a special hat released to only this team as ******************* is a sponsor.

   1. You are comparing 2024 brand standards with vintage standards and they are not the same. 

  2. Same as above, this is a vintage hat and the standards for the brand were not as they are today. I have seen many authentic LP hats with minor flaws.

  3. This one is just false and doesn't make any sense.

  4. Same as 1 and 2 along with the fact that this was a special make up for the Italian Equestrian Team.

   

   
  

   

   

   

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

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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction: April 26, 2024 To: Vestiaire Collective I purchased a product through this company from a Seller. They state that they will refund your money if it is not as the Seller described. It is not as the Seller described. A bag or purse is meant to be an object to carry items in. The decorative accessory I was sold is a miniature which is a non-utilitarian decoration. At no time was this depicted or disclosed. I visited the Brand-store to make sure I ordered the right product, yet I was duped to think it was a real Small size purse; not a micro-bag, which is an accessory and is a tiny version of a Chinese Lunar Year Collectible with an Ox symbol from 2021. This was not in any of the description. I thought I was receiving a purse in todays Small Size. The Seller kept pressuring me for time to make a quick purchase as she had to go out of town. I did my research and had no idea that I was going to be receiving a non-functional item as I have described. The moment I opened it from receiving it, I called the Request Callback number on the online order and someone from Vestiaire called me, yet asked me to take photos of what I received and they made a request for time and seeing if they would refund me partially if they came to the determination that I am basically telling the truth. This is terrible **************** or none. The photos are online on the Sellers side. It is not what I ordered, nor expected. This is not buyers remorse. I do not buy micro-bags or micro-accessories as they are called. This company likes to stall and does not resolve an issue that was clearly not what the Buyer (Myself) was thinking I was purchasing and being rushed to do so in the chat.

  Business response

  05/06/2024

  We understand that the item has some issues that are not visible in the seller's listing. We apologize if the item does not meet the customer's expectations. Please allow me to assess this issue.
  
  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 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

  Customer response

  05/07/2024

  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. The company will look at the piece and determine if I am entitled to receive a refund. The description of the piece is missing a portion that is important in understanding what it is exactly. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a seller on VC. in January I sold a Wittnauer Watch from 1980. Still with tags, never worn and in mint condition. It went to the *** in ******** for "expert" authentication. Expert ****** say there was a part missing from around the ******* on the front side, stating that it was not as i described and the customer cancelled the order. This is not the first time there "experts" have cost me money. After 2 months of email, chat and BBB complaints they finally returned the watch. With the case back and new battery missing. the missing part described bu the so called expert was untrue as it had no missing parts until now. i have tried and tried to get them to find the piece or pay ma the listing price as not only did they cost the sale for no reason. but now the watch is useless with not back piece . This watch was in mint condiition I can prove it and if they will not pay me for it or return the missing piece this is my last attempt before i *** them in court.

  Business response

  05/01/2024

  We can truly understand if the customer will be frustrated about this matter if the sale is cancelled due to the result of the quality control check. Our apologies for the inconvenience. Let us assist the customer with her concern.
  
  The team has carefully examined the customer's Wittnauer watch and found that it does not exactly match the description that the customer provided when listing the item.
  
  Metal features are missing; the item is listed as "never worn," but the item corresponds to "good condition" and requires a battery change.
  
  Never worn: pristine quality with no defects or alterations. No original tag. No defects, no alterations.
  
  Good condition: used but well maintained. May have slight material wear. No tears or odor. Alterations are mentioned in the description and/or visible in the photo. Slight wear to the material is accepted. No holes, tears, rust, or odour.
  
  Regarding the metal features that are missing, we already coordinated with our experts and they confirmed that when we receive this item, the metal features are missing upon receiving the item from the customer.
  
  We have informed the buyer by email, and they have 72 hours to confirm or cancel their order. We are afraid that the buyer will choose to cancel her order. The item has already been returned to the customer.
  
  The customer is of course within their rights to seek legal counsel if they so wish, being noted that Vestiaire Collective will not bear this cost. Once in contact with the customer's legal representative, the customer may invite them to contact our legal team directly.
  
  In relation to the customer's current experience, please rest assured that our ****** Services team will continue working on resolving this and keeping the customer informed within the best possible timeframe.
  
  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 our customer service.
  
  Thank you for your understanding and patience.
  
  The Vestiaire Collective team
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in February 2022 I purchased a ***** purse on tradesy for $1,200. when I bought the purse on the tradesy website it was stated that the purse was 100% authenticated by experts and that it had passed an inspection proving it's authenticity. The buckle of the purse fell off, so I took it to the ***** store. The purse has lifetime warranty so when they were inspecting it at the ***** repair center they said the purse was made with different materials than they used at ***** and the serial number inside the purse was not an authentic serial number. every time I reach out to vestiarire collection they say they're going to get back to me in 24 hours and then ask me for the order number time and time again they are just trying to ignore my issue without having to resolve anything for me, but I was a counterfit bag on their website.

  Business response

  04/30/2024

  We understand that the customer has doubts about the item's origin that she recently purchased on Tradesy. Our apologies if the item does not meet your expectations. Please allow us to assess this issue.
  
  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 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

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