ComplaintsforVestiaire Collective

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Initial Complaint
11/03/2021
Complaint Type:
Sales and Advertising 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 wanted to sell a highly coveted purse on Vestiaire, which is a consignment website/app. I had received an in app notification that they were offering a promotion for first time sellers of zero fee commission. Being cautious, I specifically reached out to customer care to confirm the details and limitations of this promotion, I was assured that there is in fact zero commission on my first sale with no limitation on how much the item or commission could be (I have proof of conversation). Baring that in mind, I priced my purse accordingly and competitively. After the purse sold, my commission was paid out $2000 less than what it should have been. After much back/forth emailing, their team claims the customer representative I spoke with made a mistake and that the commission was capped and I was ineligible due to a previous listing I had on their site. The listing they are referring to is an item I purchased on their website and returned......rather than refunding me, they listed that item as though I wanted to sell it without my approval. They are now claiming that I have previously listed an item on their site and that the promotion was only for up to $300 and are now unwilling to pay me the $2000. They have acknowledged their mistake in writing, but are offering nothing but an apology. They have now benefitted $2000 by way of their own mistake.Reference #********, sold 10.13.2021
Business response
11/09/2021
To whom it may concern,
We are ver sorry to see that the member received misleading communication regarding one of our promotions and notifications, and that our customer service also provided misleading information.

As we informed the seller, the free commission only applied for items below 300 USD. So we can not deduce the commission of **** USD for the Hermes item she listed.
This commission issue has been raised internally, so that our communication does not mislead sellers in the future.

Another matter we noted on this sellers account, is that there were previous items listed either refused or withdrawn from site, so in any case, this listing not being her fisrt listing ever done on our platfrom, could not benefit from the commission free promotion.
We will remain at our member's disposal should any further infrmation be required,
The Vestiaire Collective team

Customer response
11/11/2021
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]

This is unacceptable. You claim that you can not honor my sale commission free based on the fact that i have previously sold an item on your website, however that is not true. The Herms sandals that you are referring to were listed without my consent. In any case, they were never sold via Vestairie, the listing was removed. Prior to listing the Herms purse, i did my due diligence by corresponding with one of your team members via chat (screenshots attached) to ensure my item would be commission free- that way i could price the purse i was listing accordingly. Had the agent told me otherwise or communicated that i was not eligible for this promotion, i would have increased my sell price. Not only did an employee from your company confirm i could list my item commission free, but i received an in app notification offering same promotion, if i was not eligible, why was i being targeted in this campaign? I sold a highly sought after ***************************** bag for an extremely competitive price which i would never have approved without this zero commission promotion

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

Sincerely,

*********************************
Initial Complaint
11/01/2021
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 purchased a Chanel Jumbo Double Flap bag through Vestiaire Collective on October 8th 2021 for $5078.98. The order (#********) was confirmed and delivered to their Authentication Team in ********, ** on October 12th 2021. When the seller sent the package to Vestiaires Authentication Team it was 6.8lbs as shown on the proof of delivery statement provided by ****** The package was apparently checked and sent to me on October 14th 2021. The package that I received from Vestiaires team did not contain the Chanel bag but instead had a Lego toy set inside. The delivery sticker showed the package weighing 1.1lbs - obviously not heavy enough to contain a Chanel Jumbo. Ive emailed Vestiaire, since that seems to be the only way to contact them, but have not received any form of a reply or confirmation back.
Business response
11/02/2021
To whom it may concern,
We are getting back regarding the parcel related to order #******** received without its content

First off, we would like to seize this opportunity to submit our deepest apologies for this inconvenience and frustration this situation can bring

We invite our mutual customer to get back to our Team's email that we have sent 25 minutes ago, in order to initiate a postal litigation
Indeed, as the parcel hasn't been delivered with its content, we are willing to dispute this shipment with the carrier in charge, on our Member's behalf

We remain available for any further questions or requests however in the meantime,
The Vestiaire Collective team
Initial Complaint
10/22/2021
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 placed an order on this site months ago and when I received the item it was not authentic although it was said to be authenticated by experts from this company. This item does not have any ******* tags or branding like any of my other authentic ******* items and I would like to receive a refund and send this item back. I reached out via email months ago and no one from this company has responded. They are selling counterfeit items and I would like to receive a refund.
Business response
11/09/2021
To whom it may concern,

We are sincerely sorry to hear that the buyer of the ******* bustier reference ******** has doubts on it's conformity even after being checked by our experts back in June.

During the quality control made by our experts, they started a post-sale negociation to inform the buyer that the tag with the brand was missing. The buyer decided to accept this quality report and proceed with the purchase.

All the details on this procedure here:

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

Should this be the reason why the member has doubts on the conformity, we would like to reassure her that this was seen and raised by our quality teams.

However, should she still believe that the top is non compliant to the brand standards, we would be glad to unlock a return for a second quality check. We kinfly invite the member to contact us via email or chat if needed so that we can proceed with further assistance.

We remain at our member's disposal for any further requests.

The Vestiaire Collective team
Initial Complaint
10/18/2021
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 bought a Prada bag on 6/7/21. The package was lost and Vestiaire collective said they would open up an investigation with **** If the pacakage was found I would have it sent to me or I would get a refund. It is now 18/10/21. I have been given the run around and have not received any refund.
Business response
11/09/2021
To whom it may concern,

We are sorry to see that the member's refund had not yet been processed.

We have now issued the refund, which should be visible in the member's bank account in a maximum delay of 5 working days.

We remain at our member's disposal for any further assistance if needed.

Best regards, the Vestiaire Collective team
Initial Complaint
10/08/2021
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
I bought a $1000 Louis ******* bag from Vestiaire on Sep.5th (order n.*********/ account: ************************ After I got the bag on Sep.22th, I sent it to another inspection agency for no risk. But I was unexpectedly told on Oct.4th this bag is from an outlet which the seller didn't tell. Vestiaire should have checked it out and reported to me for asking if I wanna continue trading or refund, but they didn't. I e-mailed them on Oct.5th hoping to return and refund it cause it's their work mistake, but they rejected on that "I didn't reported the issue in 72 hours" and can only relist the bag for me. I can't accept this because if relist it I need to tell it's from an outlet that means it's almost impossible to sell at the price I bought. They didn't tell in advance there is a time limit if the item doesn't match the seller's DESC and it's not a problem such as damage I can immediately report, I'm not an expert. I can't accept ask me to bear the loss due to their work mistakes.
Customer response
10/11/2021
Hi there,

****** is my mom who bought this bag. Since her English is not very good, I am helping her with these things.

Regards,
Tat
Customer response
11/23/2021
Better Business Bureau:

At this time, I have not been contacted by Vestiaire Collective regarding complaint ID ********.

Sincerely,

*** **
Initial Complaint
09/13/2021
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 purchased an item from this business August 28, 2021. This business advertises that they verify condition and quality of item, as well as fraud detection prior to shipping the item. The item I received looks different in color than advertised, but more importantly appears to have several scratches that I was not make aware of prior to purchasing. I immediately (10 minutes) to receiving the item, asked the company to intervene. I was told that the seller did not accept returns but I could relist the item. I have NO desire to relist a damaged item. I also purchased from the site believing it to be reputable and provide some protection. I have purchased hundreds of items from secondary sellers over the years, without issue. This company has done nothing but take a commission and not support buyers. I am enclosing a picture of the advertised earrings, the received damaged earring, and proof I have an excellent reputation on secondary sites.
Business response
10/05/2021
To whom it may concern,
We need to inform that our Team has already processed the refund of our mutual customer
Therefore, we are considering this case closed
Thank you for your understanding,
The Vestiaire Collective team
Initial Complaint
08/31/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a pair of shoes for 45 USD on 8/20/21 via Apple Pay. The shoes were in route via ****** ***** for some unknown reason gave my package to **** to deliver. **** could not locate my address which does not make sense and decide to mail my package back to the sender. Now VESTIAIRE Collective is refusing to provide me with either a full refund or the shoes which I purchased. They want me to provide “ a handwritten letter of honour includes the following: Your full name: Your delivery address: The date: Your signature: Order number: Item number: The tracking company & number: •A copy or photograph of your ID. “ I refuse to provide this information. It is clear that this company is trying to steal my identity over 45 USD.
Business response
09/01/2021
To whom it may concern,
We kindly remind that several informations need to be provided beforehand, so that a postal litigation is carried out with carrier
Indeed, these will be asked directly by the carrier and not by our services
Moreover, all data gathered will not be used in any case, as the safety of our Member's data has been a focus since the very beginning
Nonetheless, we will insist on the mandatory aspect of this request and thank our mutual customer for their understanding on this matter,
The Vestiaire Collective team
Customer response
09/09/2021
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]

This is simply unacceptable and irresponsible you already have all my information use what you have to open an inquiry the fact that you think I’m gonna provide you with this information is laughable at best and you are clearly scamming your customers I am not the only one who complained about this and I will continue to complain until you stop these heinous business practices

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

Sincerely,

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

Business response
10/05/2021
To whom it may concern,

We kindly inform that our Team has processed a full refund on order ********, on September 1st

Refunds are transferred on the payment method used at the time of the purchase

We also wish to share that refunds are received within 5 business days, due to interbank processing time

Therefore, we kindly inform that we consider this case as closed
The Vestiaire Collective team
Customer response
10/06/2021
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
08/30/2021
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 sold a pair of Fendi Boots on The Company, Vestiare Collective’s site. On June 8th, I Have screenshots, I changed my banking information as the old bank on file has a criminal probe against it for stealing money. The amount is $262.50. On the 11th of June the company went and still sent the money to the old bank. I have emails from their support that the money on the 11th was sent to the current bank on file. Being that the current bank on file, East West Bank, was updated on 6/8/2021 then even by their own acknowledgement they messed up and sent it to the wrong account. I also have screenshots from 8/16/2021 where a representative acknowledged the mistake and said it had been corrected. The money never came. Then on 8/26/2021 I received notification via email that they were now not accepting responsibility for their own mistake and that was all. I was surprised as for over 6 years I always did honest business with them. I hope they will do the right thing.
Business response
08/31/2021
To whom it may concern,
We kindly inform that a thorough verification has been carried out by our Team, regarding the payment of Fendi boots reference ********.
We need to confirm that outbound transfers can not be retrieved, once they are received on the target account registered on user's profile
Indeed, our Team has also confirmed that no retroactive action is possible, as both banking institutions consider the transfer as successful
We also need to inform that our Team has also informed our mutual customer that no further action can be taken in this case unfortunately
Thank you beforehand for your understanding,
The Vestiaire Collective team
Customer response
09/06/2021
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 screenshots of your employee telling me that the it was your mistake and that the funds had been sent to the correct bank account on 8/16/2021. You can lie all you want but I have everything in writing and have filed papers in Pasadena Superior Court. You will be served on Tuesday and if you don’t appear I will win by default judgment plus damages. The lawsuit is for $9,950. I’m fairly certain that the messages from your own employee will speak for themselves. And on top of that you lost a few grand in sales which I easily sold elsewhere. If you choose to be arrogant I will teach you a lesson. See you at the end of the month. Pasadena is a beautiful city.
regards
****

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

Sincerely,

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

Business response
09/30/2021
To whom it may concern,
We wish to inform that our Team has been checking this operation with our Finance department
Kindly see image.png file to check outbound details of the transaction
Indeed, the payment has been targeted to the account that was registered by the time of the sale
Please also note that Member having confirmed to have retrieved the amount via an insurance, this case was considered closed
Thank you for your understanding,
The Vestiaire Collective team
Initial Complaint
08/27/2021
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I sold a pair of ************* pants on this platform on 8/6/21 for $200 USD (Ref #********). Then I received an email stating they were flagged in Quality Control for stains along the inseam of the pants. I was shocked as they were actually creases/wrinkles in the silk, absolutely not stains. Despite all this, they stated the condition was listed correctly and did not recommend a price reduction. They would notify the buyer to cancel or proceed. After 3 days the sale was canceled due to nonresponse from buyer. I opted to re-list pants on my profile. They would send the pants directly from their office next time they sold. The pants were never re-listed on my page. The buyer messaged me upset because she was never notified of any of this, and still wanted the pants. VC listed MY pants on THEIR page on 8/23/21 and sold them (Ref #********) without notifying me of the listing or sale, and never paid me for my item! Surprise, no mention of stains on their listing at all.Absolutely shocking.
Business response
08/30/2021
To whom it may concern,

We would like to thank our mutual customer for their alert on the processing of their sold item, #********
Hereby, we wish to inform that the payment of said item is scheduled for tomorrow, August 31th, 2021
Indeed, we kindly confirm that a manual error on our side led to this situation and take this opportunity to apologize

The payment will be processed within 5 business days on the account registered on our Member's account
The Vestiaire Collective team
Customer response
08/31/2021
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
08/27/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered a pre-owned handbag from Vestiaire Collective and paid $2,600+. After authenticity from the seller was confirmed they shipped it to me. However, I received 2 dresses instead of the handbag that was purchased. I tried contacting their support but did not hear anything. After 3 repeated attempts and sending photo proof, ****** from their support team emailed me a return shipping label. I sent back the two dresses with the return shipping label in the original box and ***** confirmed that they received the item, however, the status in the app has not changed - it still says "please send back the item". The status on the website doesn't even acknowledge that a return was initiated. I have not received a refund for the $2,600+. And my attempts to contact support have gone unheard. I also tried replying to the original thread with ****** but no response. I'm considering contacting my credit card company to refuse payment.
Business response
09/09/2021
To whom it may concern,
We confirm that the refund for the order reference ******** has been issued on the 30/08/2021 and should by now be available in the member's account.
We remain available shoult the member require any further information or assistance.
The Vestiaire Collective team
Customer response
09/14/2021
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,

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

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