Vestiaire Collective 4+

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.

Dear Uwa, we regret to hear that our team didn't get back to you yet! In order to identify your request and help you provide a payment method to ship your item back. We invite you to share with us your username or the item's reference ? Thank you in advance for this information,
The Vestiaire Collective team

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.

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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.

Dear Jomalle, we are getting back to you regarding the delivery of your sold item, that is awaiting collection from your buyer. As provided to you be email yesterday, please rest assured that our team has contacted your buyer to make sure your parcel is collected today. We will remain available for any further questions or requests you might have here or by email. The Vestiaire Collective Team

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.

Dear FAH88, we thank you for taking the time to share your experience with us and reassure you that we will urgently take this to the relevant team. Please advise here the reference of your sold item so that we can directly look into it for you. Thanks to this information, we will also be able to urgently process the item returns you have inquired. Regarding the comments sections, we kindly confirm that every comment is moderated in order to guarantee our members' safety. This being our priority, we do not offer an inbox system. Rest assured of our availability and see you soon, the Vestiaire Collective team