ComplaintsforVestiaire Collective

• Initial Complaint

  01/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a designer bag off of Vestiaire Collective, a site that claims to ensure authenticity. I foolishly carried around the bag for two years believing it was authentic and decided it was time to sell it. I had my listing removed off of ***** citing a counterfeit item and then had a friend of a friend who works at Prada take a look at it, and proceeded to tell me it is super fake. I do not understand how this counterfeit item supposedly passed through their authentication process. They are facilitating the sale of counterfeit items.

  Customer response

  01/15/2022

  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

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ef. **********; I have not received a status on where exactly my bag is since my sale was cancelled by the buyer. Ive been fed multiple lies by your agents, and after what I thought was genuine help by an agent named **** * who said she would take the case upon herself by contacting *** * I contacted *** myself to see if she actually opened a case regarding my package. Turns out she hasnt. You dont have my bag, and you lie to me again. WTF?? Where in the world is my bag? If youve lost it, compensate me NOW as it says on your terms. I dont have much patience left.

  Customer response

  12/22/2021

  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

  12/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order # is ********. I purchased this dress on December 8 for $256. I asked the seller to to ship asap as I need the dress BEFORE CHRISTMAS. THE seller took over a week to ship. I contacted vestiaire to help get the seller to ship and the agent accidentally cancelled the order. She corrected the cancellation. The dress was shipped to vestairee on 12/15 and has been in their possession since. I have contacted them several times since they received the dress and they keep telling me its being prepared for shipping how do I know someone in their warehouse isnt wearing my dress for the weekend holiday party before she ships it to me they have my $256 (since 12/8) and they have my dress and wont ship it! PLE,ASE HELPP, they told me they would expedite it and instead they are taking their time

  Customer response

  12/20/2021

  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

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around the first week of May 2021 an item of mine sold on Vestiaire, for nearly 50% of the initial quoted sale price. Once i sent it off, Vestiaire checked it and said that the tag was cut out, there was damages to the silk and slight oxidation on the metalwork. This item was kept in its box and never used it is nearly a decade old but i know for a fact that there was nothing remotely wrong with it. Because of this review the customer wanted an even larger discount which would have meant i make next to no profit. So i declined this and they said they will post it back to me within a week. I was busy on a job when I received texts and calls telling me something was trying to be delivered, i wasnt home and the delivery man that called me said he wasnt allowed to leave it with anyone but me and i had to sign. Fair enough. He comes back twice with no warning. And then i contact Vestiaire asking them to arrange a return, and that i wasnt able to arrange a slot or even know they were coming. I cant tell you how many times i have started chats and it gets escalated a bit and we get nowhere. I am informed that it has been lost then im told they found it in the warehouse and i was given two options for it to be reposted at its original price (to me that was the highest price) so that made sense, i even asked them to confirm it wouldnt be the discounted price. They assured me it would be the original price. I wait and im told a week until its online about two weeks later after many emails forward and backward its finally online and lone behold at the lowest price meaning i should have just asked to have it sent back. So i remove the item and agree it be returned to me.After a week i realise that Im being fed bs. i am promised its on its way. Two weeks later and im back again asking where it is, they don't know, then they say its going to be with me in 7 days. Naturally at this point i have 0 faith and i am filling this complaint as a result.

  Business response

  12/23/2021

  To whom it may concern,
  
  First off, we wish to apologize for our reply time on this platform 
  
  
  Upon verification, we kindly inform that item #******** has been returned to our Member
  
  
  Therefore, we invite you to close this litigation, as our Member's request has been handled and solved
  
  
  The Vestiaire Collective Team

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sold a bag last week (ref no. ******** ) and sent it to Vestiaire Collective in ** to have it authenticated. I received an email earlier this week saying the sale was cancelled by the buyer due to a small flaw. I reached out to the buyer and we are in the midst of re-negotiating; however, I realized that after I requested to have the item re-listed and kept at **, a couple days had gone by with no re-listing. I contacted their chat support, only to find out that my bag is currently in transit. I NEVER asked for the bag to be shipped back to me; I have proof that I opted for this bag to be kept at the ** warehouse, especially because I had the option to choose. The employee in the chat said they would escalate this situation to assist me, but I have not heard back from **. The sold price of the bag is expensive, and now I am worried about having to pay customs/duties on my OWN bag that is being returned to ME even though this was never requested, and my buyer is also confused as to why my bag is no longer at the warehouse - this is turning into a nightmare for the both of us. Is there any way for ** to intercept the package? I really do not want this bag returned to me, nor did I ever ask for it to be returned!

  Business response

  12/23/2021

  To whom it may concern,
  
  First off, we wish to apologize for our reply time on this platform 
  
  
  Upon verification, we kindly inform that the payment of item #******** on December 22 on PayPal

   

  > The Payment should already be visible on our Member's account
  
  
  Therefore, we invite you to close this litigation, as this request has been handled and solved
  
  
  The Vestiaire Collective Team 

  Customer response

  12/27/2021

  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

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold a pair of ****** flats (********) on 10/25. When you sell an item you have 7 days to ship it with the shipping label the company provided. I dropped off the package at the post office on the morning on 10/30 which was within the 7 day period. I was extremely shocked to discover that the sale was cancelled and the reason noted was that the package wasn't sent out in time. I reached out to Vestiaire and was told not to worry because once the shoes arrived to the purchaser they would be charged and I would receive my commission payment. After about a week and a half I reached out to the purchaser and asked if she had received the shoes and she let me know that they hadn't arrived. I contacted the company on 11/14 and was told that an investigation would be opened to figure out what was going on with the package. Before the call ended I made it clear that I wanted a follow up by the end of the day on 11/17. I ended up having to reach out myself on the evening of 11/17 because they never followed up and was not given an update because they had not even started an investigation. I was told that they were actually going to start an investigation with the shipper. I reached out via chat on 11/25 and was told that an investigation couldn't have even been started because they need a picture of my ID and delivery confirmation of my order. I sent the picture of my ID, but explained that it made no sense for me to have the delivery confirmation because I was the shipper and that they should have the tracking information. On 11/27 I received an email saying that they would be in touch within the next 24 hours to resolve your enquiry. The next communication that I received was on 12/2 the email said the same thing as before: they would be in touch within the next 24 hours to resolve the inquiry. I chatted in again on 12/7 and was dismissively told that the issue was already being taken care of. They emailed me on 12/8 to say that they are currently reviewing my case.

  Customer response

  12/24/2021

  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

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an skirt trusting the photos and description that it was in excellent condition. I paid for their quality control authentication service to ensure the item matched the description. The item I received was in far from excellent condition, and in fact was very much used, tired and worn. Ready for the ****************** or the thrift store. I complained, they reviewed, and admitted I was correct - the item was NOT the quality described when they took my money. But can I return it and be refunded? Nope! Even though they failed, all I can do is relist it with the new accurate description of Fair condition. It was shipped over the holiday weekend. I opened the package as soon as I arrived and chatted with them that night (4 days after it was delivered) trying to get help. They say too late. I say they owe me for the skirt, the authentication fee, and the shipping.

  Customer response

  01/18/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Vestiaire Collective has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a jacket from this online company and it was supposed to be an XL but it is not even a large, its way to small and when I asked them to send me a larger size they said that they could not and told me I could not get a refund.They told me that they would allow me to sell it on there site free of charge but would not give me a refund. This was purchased for me by my wife for my Birthday. They listed it as an XL in ** sizes but the sleeves dont even fit around my arms, I just want my money back or a larger size.

  Business response

  12/23/2021

  To whom it may concern,
  
  First off, we wish to apologize for our reply time on this platform 
  
  
  Upon verification, we kindly inform that our Team just submitted a full refund on order #******** given the elements forwarded 
  
  
  Therefore, we invite you to close this litigation, as our Member's request has been handled and solved
  
  
  The Vestiaire Collective Team 

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is regarding the sale of my Authentic Prada Handbag. Before selling it on Vestiaire I received authentication through mercari. On November 29th my item was bought by a buyer trying to scam me. It arrived to them 12/1 then they proceeded to report to Vestiaire that it smelled of cigarettes and it was not authentic. I am not a smoker and the handbag was also taken to ********************** in Williamsburg, ** on 10/22/21. On the 11/30/21 I spoke to a Vestiaire manager who told me that the claims from the buyer wouldnt be approved because it was clear it was authentic and that it would be resolved within 24 hours which it was not. 12/1/21 I messaged the chat at I was told I would be receving a call from the representative right when the chat ended. I waited an hour there was no call. I went back to the chat to try to contact someone and it seemed the chat was turned off the bot kept responding to me with Fallback EN over and over again not putting me through to an agent. An hour or so later I tried again and finally got through. A new representative told me I would receive a call from a manager within a few minutes but that wasnt the case again. An hour later after contacting the chat again I finally got a call. I had been trying to get ahold of a manger for over 3 hours. Today 12/2/21 I submitted my authentication certificate which included additional photos which verified the bags authenticity. This proved the claims of the buyer were false. I received an email back from Vestiaire saying they were going to send this to the buyer. I emailed them twice asking about next steps since I have provided them proof the claims are false. No response. Only a generic email saying my bag was on its way to Vestiaire to be authenticated. Even though I had provided proof of the bags authenticity. I have provided proof and am entitled to be paid the $467.50. In addition, Vestiaire has failed to pay me for two other items that had no complaints on them. ******** And *******

  Business response

  12/29/2021

  To whom it may concern, 

  First off, we wish to apologize for the processing time of our Member's request here

  Kindly note that the bag reference ******** has been deemed compliant by our Teams and that the payment has been processed on December 13

  Regarding the 2 item references provided, ******** and ********, we also wish to share that the payment of these has occurred on December 3rd

  Therefore, our Team considers this case as closed,

  The Vestiaire Collective Team

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold a pair of ********************* trousers, never worn with tags on them on October 31st. I shipped them using the label given to me by VC. I was not given any way to contact the buyer. I was informed that a request to pick up the item which was shipped apparently to a pick up point was sent only later to be informed that the sale was canceled. Ive not been compensated for the sale nor have I received the pants back. This is unbelievable. Ive sold items online since **** and Ive never seen anything like this or had a more apathetic experience with a company. BasicallyI was robbed of the item, my time and any money ($150.00) from the sale or any other sale I could have made. There is no chat, only a chat bot. The customer service Ive received was minimal and perfunctory. They dont care. Its unbelievable. No one should do business with such a company. I would, at least, like what I am owed. I caution anyone against reselling on this platform.

  Business response

  12/23/2021

  To whom it may concern,
  

  First off, we wish to apologize for our reply time on this platform 

  Upon verification, we kindly inform that the payment of item #******** has been processed on November 23

  Therefore, we invite you to close this litigation, as our Member's request has been handled and solved

  The Vestiaire Collective Team 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩