I have listed few things with them, when the sales goes through then everything is fine but once here’s problem with the item or if the sale is canceled they don’t give you any details… I tried to call the only customer service number where normally somebody will talk and explain to you what the problem is, this number now directs you to the chat, where you are actually dealing with an automatic notification, that replies every 48hrs, with the same automatic reply of will get back to you, but the question stays unanswered!… I have been asking them for more than 10 days a valid account number to send money to for my item in their possession to be send back to me, nobody is answering directly to me It’s so FRUSTRATING to deal with a company that has a very poor customer service.I think I am going to stop listing and buying from them. More so their commissions has gone up to 18% which is the more than the average from other companies.

Over a month ago I sold an item for a substantial price on the platform. There was an error in Vestaires system which they have since admitted to that led to the courier information not being updated and the system wrongly stating that I did not post the package. Since then I have provided vestaire with tracking information and confirmation of delivery of parcel several times which they have acknowledged. They have said multiple times that they understand the error was on their end. However despite this over 5 weeks later and 20 emails they have still not paid me for the item or given me any ideas as to when they will receive payment. I understand people frequently sell very valuable items on here and I would not want another person to be in the same situation where they lose out on hundreds or even thousands of pounds because of this companies disgusting customer service and business practice. They will not cover you or support you when they make mistakes. I have been constantly transferred from one customer service agent to another who all give me the same AI generated emails saying the same thing. Particularly frustratingly I have been told to ‘be patient’ for weeks now. I have not been able to speak to a manger despite several requests. They have also not provided me with a phone number for the company despite several requests. I have spent hours upon hours of my own time trying to get this company to listen that I will not be reimbursed for. I have also lost out very significantly financially.

Edit: Last week I accepted an offer from a buyer and promptly posted the item. It was delivered at the buyers nominated collection point on Saturday and still remains uncollected. After repeatedly messaging the buyer to remind to collect (as it’s holding up my payment), I have emailed Vestiaire customer service to flag this issue as my instinct tells me that the buyer is fraudulent. The buyer has no previous buying or selling record or feedback. I now need to try and get my item back and contact the courier to figure this out. Vestiaire Collective is a waste of time and I will surely be ending my listings after I’ve dealt with this problem myself (as it’s clear that Vestiaire are not accountable to step in and assist). Customer service is non-existent, no contact details whatsoever. I will be reporting your practices to the UK Trading Standards as you are encouraging fraudulent activity on your platform, not just based on my experience but from many other reported cases. Zero star rating is more appropriate. **********I’m literally on the verge of withdrawing my items for sale. Listing an item is cumbersome, it takes forever to sell an item (I’ve made 2 sales in the last couple of years), selling fees are way too high, and simply a lot time wasters who do not pay for their offer I’ve accepted. All a bit pointless as there are other reselling platforms who have better apps and services to sellers. This one is lagging behind.

A platform for selling pre-owned luxury items is SUCH a good idea and I was initially super excited. However unfortunately Vestiaire has the most atrocious customer experience I have ever seen. Trying to get in touch with customer service is a nightmare - sometimes when you get in touch they say they will respond within 24 hours but this NEVER happens. Other times the automated email says they will respond within 72 hours but again this rarely ever happens. The app is slow to load, full of bugs and not user friendly at all. For example there is no way to communicate with a buyer other than in the comments section which is very public and annoying, and Vestiaire will delete your comments if they are not complimentary. Recently, I sent in an item that I sold and got an email from the quality control team saying that part of the item (a belt) was not included in the shipment I sent, even though I 100% wrapped it carefully and packed it in the parcel. I tried disputing it but they have basically said they “checked” and the belt is not there - and there is nothing I can do about it. I asked them to send back my items but they are currently holding them hostage and customer service is not responding. I’ve now take 50+ excellent items off the app because it is a total scam and such poor execution of a fabulous idea!! Don’t need this drama in my life.