Absolutely, first rule is to check out the seller, especially if you’re spending a lot of money — but do look to see if they’ve posted a message to say they’re away for a while, so they get a chance to reply if you message them. (Also give them a day or two to reply in case their alerts haven’t been coming through, and message again a second time in case it didn’t get through to them the first time. I am a seller and have found my notifications don’t always come through as they should.)
Vestiaire Collective experiences?
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Absolutely, first rule is to check out the seller, especially if you’re spending a lot of money — but do look to see if they’ve posted a message to say they’re away for a while, so they get a chance to reply if you message them. (Also give them a day or two to reply in case their alerts haven’t been coming through, and message again a second time in case it didn’t get through to them the first time. I am a seller and have found my notifications don’t always come through as they should.)
I purchased a Balenciaga leather jacket sold by Vestiare Collective themselves. Apparently, this happens when an item is returned, but I did not know that before. The jacket was described as good condition, with slight wear to the leather.
The jacket arrived, and the lining has many torn parts, almost like the lining is shredded in the underarms and sleeves. I contacted VC customer support, and was informed it would be escalated and I will hear from them within three business days.
Three business days have passed, I've followed up, and still no word from VC.
I paid through Paypal, and I have until Nov 14 to escalate the case.
Any advice what I should do in this case? It's not chump change, and I really do not want to keep this jacket and go through the trouble of having the lining replaced.
The jacket arrived, and the lining has many torn parts, almost like the lining is shredded in the underarms and sleeves. I contacted VC customer support, and was informed it would be escalated and I will hear from them within three business days.
Three business days have passed, I've followed up, and still no word from VC.
I paid through Paypal, and I have until Nov 14 to escalate the case.
Any advice what I should do in this case? It's not chump change, and I really do not want to keep this jacket and go through the trouble of having the lining replaced.
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The fact that the jacket is sold by VC themselves does not always mean it was a return. Sometimes they buy items from sellers themselves and sell them on. ‘Ready to ship’ does not always mean it was a return, either. Some sellers choose to send all their items to VC and let them handle the sales thereafter.
Bad news about the jacket. VC can be slow to reply but generally do get back to you eventually. Did you call or email? Whichever you did, you should have received at least an email indicating that they would get back to you. I would reply to that email and ask them to reply with an update now, and also phone to draw their attention to the email. If the item was not as described, you’re entitled to your money back. Don’t leave it too long. You may not need to escalate it with PayPal if you inform VC that that is what you are going to do; that might be enough to get them moving quicker to your refund. If they don’t respond quickly enough then I would definitely escalate it with PayPal immediately and let VC know you have done this. Lots of posters here have got quicker resolution this way.
VC might suggest you can re-list and sell without them taking further commission but that would not be appropriate if the jacket was not as described and pictured.
Actually I’m just wondering, you bought from VC themselves: VC must be a ‘professional seller’ on their own site? I haven’t checked but it would seem logical. Normally with a professional seller you can return for refund within two weeks of delivery anyway. If you check this you might find you can just return it anyway by clicking the return option in your account, without any need to escalate anyway.
I don’t believe that VC is dishonest, but they are sometimes less than thorough and a bit slow to respond.
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Yes, I just looked on the VC app and found an item that was being sold by Vestiaire Collective themselves. If you did buy from them, they are listed as a professional seller, so you can return for refund within 2 weeks of delivery. You might lose out on the original shipping fee so you could claim for that with them if you can persuade them the item wasn’t as described, or go via PayPal for it. But your return and refund should be automatically available in your account.
Here is the listing:
https://www.vestiairecollective.com...vestiairecollective.com&utm_medium=email-auto
And some pictures of the lining.
https://www.vestiairecollective.com...vestiairecollective.com&utm_medium=email-auto
And some pictures of the lining.
Attachments
That’s strange. Are the terms and conditions different where you are? I notice you paid in Aus dollars so assume you’re in Australia? I’m in UK and use the UK site. I can’t access the Australian one on my account. If you look in the FAQs under ‘Buying’ and go to ‘Returns’ it should say about returns to professional sellers. I would have thought it would be the same, and if Vestiaire Collective is shown as a professional seller I can’t see why the returns policy should be different for them than any other professional seller. I think in theory you should be able to return it; maybe this is some sort of glitch that they need to be told about. Good luck with it!
Lining looks TERRIBLE!
Well, I’m assuming this didn’t all happen when you tried it on! [emoji6] I reckon someone in the warehouse made free use of this jacket after the original shots!
The description doesn’t mention the tears in the lining so it’s definitely not as described.
Also although it is listed as ‘good’ rather than ‘very good’ condition, it doesn’t meet their criteria for ‘good’ as below.
You should be able to return it within 2 weeks of delivery anyway; they ought to switch the option on for you and I don’t understand why it’s not there already. You’d better register the damage it arrived with though. If they drag their feet, go the PayPal route.
Hi,
I think the returns procedure should be the same everywhere. I also found that page about return when I was looking for it before I contacted VC. However, the button for return isn't there.
Thanks! This is starting to stress me out. I hope I get my refund soon!
No, the lining was already shredded like this when I received it. I was so disappointed because I assumed if it's VC that's doing the listing, it should have been described correctly. My pet peeve is torn/smelly lining, so this really sucks. I actually left comments asking about the lining, but I assumed since it was VC that was selling, then it would have been mentioned since it was inspected already.
Lesson learned. Never assume anything.
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Don’t worry too much. I’m sure you’ll get your refund. First place, it’s a professional seller, so it is supposed to be a straightforward return for any reason within two weeks of delivery, and goodness knows why that isn’t showing up (I haven’t scoured the site to see if maybe they make an exception for themselves to the ‘professional seller’ rule but I don’t see how they could). They will most likely sort that out and it’ll all be simple. Second, should they for some reason not do that, I think they’re likely to agree, as they should, that it can be returned in any case because it’s not as described, nor meets the criteria for good condition. Third, there’s PayPal. Get it all in writing quickly to VC, follow up with a phone call and they’ll be able to look at the email when you call, get them to open the return button. If no useful response, go straight to PayPal.
It may have been described correctly at the time of inspection. I’m betting that jacket was in much better condition when it was inspected, but has since been ‘borrowed’. I have to admit though that if I buy, I only ever consider ‘Very good condition’ because I’m wary of what ‘good condition’ might mean. When I sell, 99% of items are immaculate things which I list as ‘Very good condition’ and for the 1% that has a minute flaw I call it ‘good condition’ to avoid doubt. Unfortunately not all sellers are so careful; VC themselves should be and at the very least make sure their own items comply with the conditions they set! Honestly I think they probably do, but then something sometimes goes awry in the warehouse.
Hope all goes well. As others (including French people) have observed here, French customer service can be a little slow and grudging, but honestly I’ve always found VC service to be perfectly helpful and pleasant if approached positively. Best of luck.
Thank you! We're the same - I list pristine as "very good" and very good as "good" so the buyer will be pleasantly surprised and so far, I have not had any return.
I hope they will respond soon, as I don't want to call overseas, but I might have to resort to that.
Thanks again!
Thank you! We're the same - I list pristine as "very good" and very good as "good" so the buyer will be pleasantly surprised and so far, I have not had any return.
I hope they will respond soon, as I don't want to call overseas, but I might have to resort to that.
Thanks again!
Good luck; let us know how it turns out. [emoji846]
It just hit me in the night — they might have automatically disabled the return option because you have the ongoing customer service query. A lot of what happens on VC is automatic, triggered by other actions/status.