Vestiaire Collective

Customer service didn't support me, even though the truth was on my side and I had evidence for it. Shopping here isn't safe.

I've been using this platform for 9 years, and many of the innovations that VC tries to implement just disrupt the entire sales process. Lately, customer support has lost all meaning - any request takes over a week to resolve. A simple request to change my payment information took 18 days. I couldn't change the data myself due to an error notification prompting me to contact support. After that, it was a nightmare. Once a day, you receive an auto-reply stating that they are still "working" on your issue, then an agent responds with instructions on how to change the data yourself, ignoring your description of the problem. You write that it has already been tried, and after a day, a new agent responds that they will look into your problem and apologize. In short, after 10 days, two of my payments went to an old account that was no longer valid for me. VC writes that they are very sorry, but it's my problem. After a very angry message, which I'm not proud of, the data was automatically changed within a couple of hours. This is just one example with support. Another big problem is the delivery partner services. Apparently, for cost-saving reasons, they work with blatant garbage. For instance, when you leave your vintage Chanel at an Asian store, where they throw it on the floor and it doesn't appear in the system for five days, and then VC cancel the sale. Unfortunately, of all the platforms, this one is still one of the most convenient, but they are doing everything to stop it.

I am trying to resolve the request with customer support but unfortunately I am encountering huge reluctance and unprofessionalism. I was sold a damaged item and the platform deceptively advertises that you have the option to cancel the purchase under a different condition, however this is only a misleading claim and this option does not exist. Very unprofessional behavior from Mr. Diamond R. from customer support.

I'm disappointed with Vestiaire customer service. They've been unhelpful, slow to respond, and rude. Despite providing all necessary information, I had to resolve my issue independently. Their incorrect statements only highlights their lack of effort in resolving my claim. This is the worst customer care experience I've encountered.

As a professional seller, we would like some security of our account, so the two factor etc. would be great.

Not receiving money from sold items on time. You need to contact them for to get the payment last days.🙃 - They are refusing few of my vintage items (Mulberry etc) just because i don’t have invoice, even when the same items are listend the same also. The V.support told me that they’ll contact me through email, but they didn’t. When you purchase an item as a professional buyer, and you want to cancel the order, they are against you. If you want to cancel it as a personal buyer, no problems. Thank you Vestiaire… Dark mode would be great.😉

They have banned me twice in two weeks: first for sending a link to THEIR Help Center vestiaire…, second for phrase “I will have such brands as Stine Goya, Copenhagen Muse, and other Nordic brands”. After you write to the HelpCenter, which claims to work 24 h, but doesnt work for days, and say about the ban, they send you a lengthy message for the reasons of ban, which are, for example: “sending to customers explicit photos, being rude, trying to sell outside, etc.”. So before they even listen you, they clearly imply, you have acted stupid way to deserve the ban. Then they promise to get your ban lifted within 24h, and answer your query for 24 hours, but they let you wait for days, and after you reach - just mocking you with lengthy copy-paste message. And btw, whoever wrote this message clearly never tried to sell through the app, in customer-seller chat you CANNOT send any photo, not to mention explicit (who would even do that!? Do they think we sellers are stupid?) . For what they earn, and they strip AT LEAST 30€ from every sold item, plus extra 15% from every item over 85€ - you are expecting the app to be impeccable. Instead you receive hypervigilant system, have to walk on eggshells, and customer service is ignorant and doesnt work. If you are seller, dont use it

The platform is very pushy for prices. It constantly sends notifications to lower the price to sell the item faster, but in the end you get nothing and they get they 15 Euros min. I’ve put my item for USD 311 and the platform confirmed the sale for Eur 265 (225 for me) which is not equal to my price. This platform is not for ppl, it’s to help it make money on your sale. Also, you cannot block users who annoy you with constant offers/texts. Super bad experience. I’m very disappointed with the approach. My eternal loyalty goes to #Vinted ❤️‍🔥

Not receiving money from sold items on time. You need to contact them for to get the payment last days.🙃 - They are refusing few of my vintage items (Mulberry etc) just because i don’t have invoice, even when the same items are listend the same also. The V.support told me that they’ll contact me through email, but they didn’t. When you purchase an item as a professional buyer, and you want to cancel the order, they are against you. If you want to cancel it as a personal buyer, no problems. Thank you Vestiaire…

Update: purchase no 59172965 Update: now it turns out that the bag is a fake, I found a note of a previous customer in the dust bag where she wrote she is returning it as it is a fake (which explains why I did not like it, it is stiff, not like other Bottega Veneta bags I have). So VC is knowingly reselling goods that where returned as fake and then making it impossible to return or re-sell by not updating the delivery status on the app??? I would call such behaviour straight forward fraud, I tried to reach out to the customer service once more but if I do not hear back until tomorrow, I will ask a lawyer colleague to help and speak to the police in Germany if they can help. I have never been scammed and treated so badly, I will not let VC get away with this, customers have rights, too. (First comment) So I bought a bag for €800. it was delivered so quickly that I m sure it can not have ben checked by Vestiaire even though I payed for the check. Indeed the app still shows the status „waiting for seller to send“ while all other items I bought show the correct delivery status. This makes it impossible for me to use the re-sell option. So 2 weeks ago I addressed this. After 1 week (!) I got a reply that claimed it should be resolved (which is not the case, status still unchanged) and also said the deadline for re-selling without commission has lapsed. So after two weeks, the problem is still not solved and I cannot resell (whether with or without commission). I will take the bag to a Bottega Veneto shop now to check authenticity and than look for another platform. This is the poorest customer service I have ever experienced and unfortunately this killed my experience. I also bought several pairs of Salvatore Ferragamo shoes that were shown as size 35 and received sizes 4, 4 /2 and 5 - so part of the shoes are too small and part too big but I will not even bother to write an email to wait for another week only to get a completely useless answer. Really sad but this was the last time I used this app, this is just outrageous.