Vestiaire Collective 4+

Good product selection and good job in verifying the merchandises. But poor logistics, especially the paths of communication in the logistics and the information interface with the website. When there are problems and need to communciate, it is basically a hell and it hasn‘t changed over the years. But the live chat has been useful. Would suggest using it than writing to the CS email and being bounced from people to people without solving the problem !

Dear boutiq, thank you for taking the time to share your experience with us ! We do regret to hear that you have been facing difficulties with your shipment and we'd like to look into what happened. Therefore, we kindly invite you to share with us your order number or item's reference for instance. We thank you in advance,
The Vestiaire Collective Team

TL;DR…

It could be great if they at least had good customer support.

As a seller:
-High fees
-No consistency as to what they accept or reject as a listing. When they do reject it, there is no explanation as to why so you don’t know what’s required to attempt again, despite adding multiple photos in natural light, all angles, serial numbers etc.
-Got 2 potential offers but the buyers messaged me saying they tried to counter-offer (within the allowed thresholds), but the negotiating area just automatically declined them.
I was then banned from chat, before I even got to reply to anyone.
Tried the customer service bot, which was awful. Went around in circles where I finally got connected to an actual person. I explained the situation plus screenshots, and they just told me my account will unfreeze in 24 hours and that sharing of personal info over the negotiating chat is not allowed. I told them to look at my screenshots and account - clearly absolutely no personal information shared. They couldn’t give me an explanation for the chat ban (which then led to me losing 2 offers) even though the website says you’ll get a notification and email telling you this - I received neither. Then the customer service agent just took down my email and left the chat immediately, before i could even reply.

As a buyer:
- High fees on “authenticating” the item and shipping

Dear Flangecakes, we thank you for taking the time to bring your feedback as a seller and as a buyer to our attention! To first clarify on your rejected items and on your ban from the buyer-seller chat, we kindly invite you to share with us your username and the item reference on which the chat has been opened. These informations will help us clarify first on our Team decision not to accept your listing and our decision to ban you from the buyer-seller chat feature. Thank you very much for advising us on these elements,
The Vestiaire Collective Team

VC's authenticity team has zero capability to tell between authentic and fake. They only rely on purchase receipt which most individual sellers can't provide after a year and "professional sellers" can easily fabricate. VC then randomly reject a sale and ask for paying them a fee to ship back the item! When asked to provide proof, the team is not responsive. For weeks they just kept saying they will come back shortly but no one is really attending the matter. Meanwhile they closed my sale and didn't return my item either. They mainly work with big professional sellers so that buyers can never really get good deals.

Customer service is irresponsible, irresponsive and rude. Small sellers' genuine items get rejected because it's cheap, and their partner sellers get to sell fake products. Buyers have no where to complain. Both buyers and sellers should find another more honest platform.

Dear Colins, we thank you for your feedback on offers. However, we must inform that price offers are not binding. This is why we have reduced acceptance time to 1 hour to purchase an item. We also kindly inform that you can choose on which items you wish to receive or not offers, on the "for sale" section in "offers-settings". Thank you for your understanding,
The Vestiaire Collective team