Vestiaire Collective experiences?

[Annie J]

I listed a few things that were expensive quite cheap just to have less stuff to deal with and it's goine, and they came back with really low ball suggestions, that is why I think some weirdo there is taking the proverbial, pushing to see how far you are willing to go... It is especially annoying if you then see items that are much older listed for much higher and selling fast.

I completely get that, I really sympathise, but I think you’re going to find your counter-suggestion is accepted anyway so you can sell higher too, and it only takes a moment to submit it, so it might not be as bad as it appears at first sight. That is what has been happening with me and it seems it’s happened with you too if you’ve replied with £1 lower than your original suggestion and they’ve taken it. So it shouldn’t end up being a problem so much as it used to be because they do seem to take the counter suggestion more readily than they used to. If they still stick to an unjustifiable price, I’d email them with examples of comparable or older items that are being accepted in the same few months at much higher prices and I’m pretty sure they will respond with a more reasonable suggestion because the original one was basically a mistake for whatever reason. But I suspect it will come to that a lot less often than it used to.

I wonder if the fact you’re listing low in the first place in order to get your stuff out of the way quickly for your move throws the calculation a bit sometimes, but I think it’s most likely someone missed a zero at their keyboard while they’re processing a whole heap of submissions info for the algorithm to handle.

 

[Gabs007]

I completely get that, I really sympathise, but I think you’re going to find your counter-suggestion is accepted anyway so you can sell higher too, and it only takes a moment to submit it, so it might not be as bad as it appears at first sight. That is what has been happening with me and it seems it’s happened with you too if you’ve replied with £1 lower than your original suggestion and they’ve taken it. So it shouldn’t end up being a problem so much as it used to be because they do seem to take the counter suggestion more readily than they used to. If they still stick to an unjustifiable price, I’d email them with examples of comparable or older items that are being accepted in the same few months at much higher prices and I’m pretty sure they will respond with a more reasonable suggestion because the original one was basically a mistake for whatever reason. But I suspect it will come to that a lot less often than it used to.

I wonder if the fact you’re listing low in the first place in order to get your stuff out of the way quickly for your move throws the calculation a bit sometimes, but I think it’s most likely someone missed a zero at their keyboard while they’re processing a whole heap of submissions info for the algorithm to handle.

It happens too frequently, seriously, most of the items I am selling really for peanuts, around the 150 mark, which is not a lot for high end and really to just get it out of the way and clear out

 

[Annie J]

It happens too frequently, seriously, most of the items I am selling really for peanuts, around the 150 mark, which is not a lot for high end and really to just get it out of the way and clear out

I know the feeling.

 

[De sac]

I just bought a pre-autumn 2019 collection Hermes RTW piece for 1/4th the price. Clearly was in great condition and for some strange reason it was badged vintage ... listed at a great price and I offered just £30 lower, as a token, and the seller came back at £20 lower.

Then I decided I really didn't need the item despite it being a steal! It's a version of something I just bought from the boutique full price.
So I just tried to decline the counter offer, seeing lots of interest and thinking the seller would move on, and in fact the seller accepted my original offer!!

Accidentally got a steal. Item was already at VC so it's with me now, two days later. Smells heavily of perfume but that can be rectified.

All in all I'm quite happy!

Buyers can only buy offer 70% min of listed price. I do see sellers turning off offers, which is fair if something is listed heavily discounted.

 

[Gabs007]

I just bought a pre-autumn 2019 collection Hermes RTW piece for 1/4th the price. Clearly was in great condition and for some strange reason it was badged vintage ... listed at a great price and I offered just £30 lower, as a token, and the seller came back at £20 lower.

Then I decided I really didn't need the item despite it being a steal! It's a version of something I just bought from the boutique full price.
So I just tried to decline the counter offer, seeing lots of interest and thinking the seller would move on, and in fact the seller accepted my original offer!!

Accidentally got a steal. Item was already at VC so it's with me now, two days later. Smells heavily of perfume but that can be rectified.

All in all I'm quite happy!

Buyers can only buy offer 70% min of listed price. I do see sellers turning off offers, which is fair if something is listed heavily discounted.

I list as cheap as I am willing to go and switch off offers, a bit of take it or leave it as I really hate that whole haggling thing... Now only 70%? That is great because in the past some offers were just totally off the scale

 

[De sac]

I list as cheap as I am willing to go and switch off offers, a bit of take it or leave it as I really hate that whole haggling thing... Now only 70%? That is great because in the past some offers were just totally off the scale

Yes, if the buyer enters an amount less than 70% of current list price an error message pops up and it won't go through.

 

[fashion_victim9]

FedEx has all the information of the type of label being generated because of VC having an account with them, if it’s VC’s label, and they have that particular arrangement with VC for that type of service, and the number on the label is allocated to the shipment (but not activated until I’ve arranged collection or drop-off). In the UK those labels appear as return labels just because VC has set up its account that way in collaboration with DHL or other courier. I don’t know if their arrangement with FedEx is the same, but it’ll be some set-up which accommodates the general kind of services FedEx offers and what has been negotiated with VC, I imagine.

The booking issue you had, I guess, is a FedEx issue. Hope it all goes ok and look forward to hearing the progress

hi so I've been trying to order Fedex free return pickup service since Monday. It's day 4. nobody is coming, I called Fedex 3 times, and they don't help, they only offer to arrange a new pickup by the phone. I'll go get the package to Fedex tomorrow if they don't come again today. I still think they are not coming because they do not determine this label as return, cause it's not found in a system. If all Fedex VC labels look like this now and free pickup is not available, I wonder why there are no complains online about it.

 

[Annie J]

hi so I've been trying to order Fedex free return pickup service since Monday. It's day 4. nobody is coming, I called Fedex 3 times, and they don't help, they only offer to arrange a new pickup by the phone. I'll go get the package to Fedex tomorrow if they don't come again today. I still think they are not coming because they do not determine this label as return, cause it's not found in a system. If all Fedex VC labels look like this now and free pickup is not available, I wonder why there are no complains online about it.

How annoying.You have the label, and FedEx isn’t coming even though you arrange the pickup over the phone and they say they are coming? That sounds like a FedEx problem, if they’re booking it but not coming. It might be worth checking there is no mistake in your address, but otherwise ...

... I would email VC with full clear details of the problem along with your item number and an image of the label you’ve been given by them, tell them exactly what solution you are wanting, give the email a few minutes to go through then phone them to chase it up and get them to look at your email while you are on the phone. Then they can go away and do something about it and come back to you when it’s solved.

This is just some sort of glitch that needs sorting out and if FedEx isn’t doing so, then you need to get VC to do it. I know you’ve phoned them already, but email plus phone works better for detailed problems. It’s always harder over the phone to sort out something a bit muddled like an issue involving three parties - VC, FedEx & you - but I find it works well if I send a really clear email so they can see all the relevant information in one place and no part of the problem gets overlooked or misunderstood. Call them and draw their attention to the email. I’m finding that so much is happening there at the moment that customer service is taking longer to come back to me than usual and I think they’ve taken on a lot of new staff who are still in training and may not get the problem quite clearly enough just on the phone. You can hurry up the solution if you email and phone together.

Meantime, if the label you’ve been sent by VC isn’t working and it has meant a delay in shipping your item you also need to add into the email that you would like them to ensure that you don’t lose your trusted or expert badge, if you have one, through not shipping within five days, as you have been trying to ship but there’s something wrong.

PS FedEx might be looking in the wrong part of the system. I’ve certainly had UPS do that time and time again (not with VC)

 

[fashion_victim9]

How annoying.You have the label, and FedEx isn’t coming even though you arrange the pickup over the phone and they say they are coming? That sounds like a FedEx problem, if they’re booking it but not coming. It might be worth checking there is no mistake in your address, but otherwise ...

... I would email VC with full clear details of the problem along with your item number and an image of the label you’ve been given by them, tell them exactly what solution you are wanting, give the email a few minutes to go through then phone them to chase it up and get them to look at your email while you are on the phone. Then they can go away and do something about it and come back to you when it’s solved.

This is just some sort of glitch that needs sorting out and if FedEx isn’t doing so, then you need to get VC to do it. I know you’ve phoned them already, but email plus phone works better for detailed problems. It’s always harder over the phone to sort out something a bit muddled like an issue involving three parties - VC, FedEx & you - but I find it works well if I send a really clear email so they can see all the relevant information in one place and no part of the problem gets overlooked or misunderstood. Call them and draw their attention to the email. I’m finding that so much is happening there at the moment that customer service is taking longer to come back to me than usual and I think they’ve taken on a lot of new staff who are still in training and may not get the problem quite clearly enough just on the phone. You can hurry up the solution if you email and phone together.

Meantime, if the label you’ve been sent by VC isn’t working and it has meant a delay in shipping your item you also need to add into the email that you would like them to ensure that you don’t lose your trusted or expert badge, if you have one, through not shipping within five days, as you have been trying to ship but there’s something wrong.

PS FedEx might be looking in the wrong part of the system. I’ve certainly had UPS do that time and time again (not with VC)

I do have an expert seller badge!! hope I will not lose it
it's such a waste of time calling them. you remember I told you they just gave me a new label with the same issue when I phoned them? I also e-mailed them 2 days before the call about the same problem. so 3 days AFTER the call they answered by e-mail and sent me another label again. and guess what - it was the same label that was generated right after the purchase lol! so they gave me the label when I sold an item, then they replaced it, and then sent me the first one again. Crazy!!
they are totally useless every time when I need customer support. A girl on the phone told me she can only provide me a new label, and if I need more qualified help, she'll transfer my question to a proper department and I will have to wait at least 3 more days. Meanwhile my poor buyer is waiting for her shoes in Cali and having a wedding in 2 weeks. that supposed to be her wedding shoe. She messaged me already.

 

[Annie J]

I do have an expert seller badge!! hope I will not lose it
it's such a waste of time calling them. you remember I told you they just gave me a new label with the same issue when I phoned them? I also e-mailed them 2 days before the call about the same problem. so 3 days AFTER the call they answered by e-mail and sent me another label again. and guess what - it was the same label that was generated right after the purchase lol! so they gave me the label when I sold an item, then they replaced it, and then sent me the first one again. Crazy!!
they are totally useless every time when I need customer support. A girl on the phone told me she can only provide me a new label, and if I need more qualified help, she'll transfer my question to a proper department and I will have to wait at least 3 more days. Meanwhile my poor buyer is waiting for her shoes in Cali and having a wedding in 2 weeks. that supposed to be her wedding shoe. She messaged me already.

I honestly don’t have a problem getting them to sort things out. Sometimes it can take two or three days while they get the right departments involved. I would think you got the same label twice because whoever responded to your original email misunderstood and thought you had a problem with accessing it or something, or maybe they thought they had re-activated it for you and it would work now; you probably got a different label in between because the response to your first email came after you’d called again in the meantime, and the girl you spoke to was trying to hurry it along for you. Different people acted independently on your two separate approaches. This is why I suggest email and phone call to explicitly link the case together, so things don’t get out of sync. Bullet-point the email so they can’t miss a thing.

The girl on the phone is right that all she can do is give you a new label, she’s only customer service and all she can do further is offer to pass the problem on to the right department/s, it’s the same anywhere really, isn’t it? There’s clearly a technical problem in the setup between VC and FedEx which might be the fault of either of them, or possibly a problem with the way your address has got registered for this pick-up at FedEx; the customer service girl is just first port of call and she’s doing what she can and has offered to escalate it appropriately. Two different people have tried to solve it by reissuing the original label and issuing a new one. Only someone who is in the right department or has the technical knowledge to liaise between departments will be able to deal with it and it might well take a few days because it probably involves both IT and logistics. I really do suggest the synchronised dual attack method to kickstart this again with everything coordinated.

Are these shoes going direct to your buyer or via France or via New York? Some shipping labels we receive in the UK now require us to drop off at a post office instead of getting DHL collection; I guess you’re certain this is a collection label? Obviously FedEx should tell you if it isn’t and not arrange collections, but I’ve often had issues with telephone agents at couriers making mistakes of that type. I still don’t understand why FedEx is telling you they’ve booked a pick-up and then they don’t come. Surely they validate the label at the point of booking?

I have to say, I really do feel for you and for your buyer, but my goodness, if I were her and ordering something essential for my wedding I wouldn’t be ordering so close to the date on a resale site, that’s so risky for something you want for a specific time because even if everything goes smoothly it can take time. They might not pass QC, or might not fit. Fingers crossed for her and you it all gets sorted out.

You won’t lose your badge if you explicitly ask them to ensure this glitch which is outside your control does not make that happen. Alternatively you can take it into your own hands and cancel the sale if it’s within 5 days, which will keep you your badge, as it specifies in the FAQs, but I guess it’s been more than 5 days now? If you are in time and did want to cancel for the badge reason, you could re-list the shoes immediately (letting the buyer know first before you do all this) so she can buy them again as soon as they appear and you never know, the label might work out next time. No good to you if it’s past 5 days, I know.

 

[Gabs007]

I honestly don’t have a problem getting them to sort things out. Sometimes it can take two or three days while they get the right departments involved. I would think you got the same label twice because whoever responded to your original email misunderstood and thought you had a problem with accessing it or something, or maybe they thought they had re-activated it for you and it would work now; you probably got a different label in between because the response to your first email came after you’d called again in the meantime, and the girl you spoke to was trying to hurry it along for you. Different people acted independently on your two separate approaches. This is why I suggest email and phone call to explicitly link the case together, so things don’t get out of sync. Bullet-point the email so they can’t miss a thing.

The girl on the phone is right that all she can do is give you a new label, she’s only customer service and all she can do further is offer to pass the problem on to the right department/s, it’s the same anywhere really, isn’t it? There’s clearly a technical problem in the setup between VC and FedEx which might be the fault of either of them, or possibly a problem with the way your address has got registered for this pick-up at FedEx; the customer service girl is just first port of call and she’s doing what she can and has offered to escalate it appropriately. Two different people have tried to solve it by reissuing the original label and issuing a new one. Only someone who is in the right department or has the technical knowledge to liaise between departments will be able to deal with it and it might well take a few days because it probably involves both IT and logistics. I really do suggest the synchronised dual attack method to kickstart this again with everything coordinated.

Are these shoes going direct to your buyer or via France or via New York? Some shipping labels we receive in the UK now require us to drop off at a post office instead of getting DHL collection; I guess you’re certain this is a collection label? Obviously FedEx should tell you if it isn’t and not arrange collections, but I’ve often had issues with telephone agents at couriers making mistakes of that type. I still don’t understand why FedEx is telling you they’ve booked a pick-up and then they don’t come. Surely they validate the label at the point of booking?

I have to say, I really do feel for you and for your buyer, but my goodness, if I were her and ordering something essential for my wedding I wouldn’t be ordering so close to the date on a resale site, that’s so risky for something you want for a specific time because even if everything goes smoothly it can take time. They might not pass QC, or might not fit. Fingers crossed for her and you it all gets sorted out.

You won’t lose your badge if you explicitly ask them to ensure this glitch which is outside your control does not make that happen. Alternatively you can take it into your own hands and cancel the sale if it’s within 5 days, which will keep you your badge, as it specifies in the FAQs, but I guess it’s been more than 5 days now? If you are in time and did want to cancel for the badge reason, you could re-list the shoes immediately (letting the buyer know first before you do all this) so she can buy them again as soon as they appear and you never know, the label might work out next time. No good to you if it’s past 5 days, I know.

Currently the same issue with DHL, something delivered on Wednesday, buyer super happy, confirmed, took it to the parcel shop myself as the DHL thing just didn't work... On the site it is still "in delivery" - they really do need to clean that up, might be an issue of DHL or FEDEX but if they are using those companies, then it is on them

 

[Annie J]

Currently the same issue with DHL, something delivered on Wednesday, buyer super happy, confirmed, took it to the parcel shop myself as the DHL thing just didn't work... On the site it is still "in delivery" - they really do need to clean that up, might be an issue of DHL or FEDEX but if they are using those companies, then it is on them

Yes, it’s DHL or FedEx on their behalf therefore it’s VC’s responsibility to sort it out. I am not having trouble with DHL - a couple of times the form wouldn’t accept the number immediately but I logged out and in again then it did. It doesn’t mean other people are not having problems, though, obviously. I think they’ve had a great big expansion and revamp of the whole shipping system and it’s been complex, involving many parties in different countries which have to be brought under the same logistics IT umbrella, and there are likely to be teething troubles now it’s all gone live on a grand scale. And CS probably has to refer it to the right department if it’s not solved by a simple fix, and it’s all rather complex so it might take a while to solve. I’m having no trouble so far (fingers crossed) and I think (hope) other people’s will settle as these changes bed in.

Edited to add, if it’s direct shipping, I think VC are not marking it as received on site until the buyer’s 3 days for raising issues with the item has passed, then they mark it as received and it moves on to generating payment. If it’s to the warehouse, I reckon they’ve increased volume a lot and maybe they’ve got a backlog of items which have been delivered to them before which they hold off marking as received until thy pass them to QC?

 

[Geert]

Yes, it’s DHL or FedEx on their behalf therefore it’s VC’s responsibility to sort it out. I am not having trouble with DHL - a couple of times the form wouldn’t accept the number immediately but I logged out and in again then it did. It doesn’t mean other people are not having problems, though, obviously. I think they’ve had a great big expansion and revamp of the whole shipping system and it’s been complex, involving many parties in different countries which have to be brought under the same logistics IT umbrella, and there are likely to be teething troubles now it’s all gone live on a grand scale. And CS probably has to refer it to the right department if it’s not solved by a simple fix, and it’s all rather complex so it might take a while to solve. I’m having no trouble so far (fingers crossed) and I think (hope) other people’s will settle as these changes bed in.

Sold shoes, booking online did not work, called DHL and was cut off 3 times and each time they tried to talk about selling me a shipping subscription before actually addressing my issue, tried to talk to Vestiaire who did not grasp the problem at all, so I just asked if I could bring it to the DHL shop personally, took me about 15 minutes to explain, then they said it is OK. Got receipt, but tracking does not work, so I left a message for the buyer if she could tell me she got it, she is at the DHL shop, they claim they have delivered it and she has signed, she said nothing and they can't find the parcel, on my side tracking does not work, Vestiaire shrugs the shoulders, this is a bit of a joke.

 

[Annie J]

Sold shoes, booking online did not work, called DHL and was cut off 3 times and each time they tried to talk about selling me a shipping subscription before actually addressing my issue, tried to talk to Vestiaire who did not grasp the problem at all, so I just asked if I could bring it to the DHL shop personally, took me about 15 minutes to explain, then they said it is OK. Got receipt, but tracking does not work, so I left a message for the buyer if she could tell me she got it, she is at the DHL shop, they claim they have delivered it and she has signed, she said nothing and they can't find the parcel, on my side tracking does not work, Vestiaire shrugs the shoulders, this is a bit of a joke.

I can’t say I ever had a problem like that, with DHL or VC. The only courier I’ve ever struggled with is UPS. Email VC with the details and they’ll have to sort out refund for you and for buyer, they can claim from DHL, if DHL is their carrier and done something wrong. They won’t shrug their shoulders, they’ll do what their responsibility is, just make sure it’s all in black and white so there’s no misunderstanding. Personally I don’t like taking parcels to drop off points for any courier, the people at the drop off points often seem not to know how the system works and leave parcels in insecure locations, particularly with UPS. But you don’t need to ask VC if it’s ok to take anything to a drop off point, you can always do that with a DHL package if you’ve got the label, or you can book the DHL collection online as you know which is pretty easy if you make a MyDHL account and go to the ‘Schedule a Pick Up’ tab, select ‘No’ (meaning ‘No, I do not need to create a label because I already have one’,) select the waybill option (not the account number option), input the waybill number, then all your info comes up in screen and you select a date for collection. I know you and Gabs seem to have had trouble getting the number accepted but I only had that once (maybe twice?) and it worked when I logged out and back in. So you don’t have to put up with sales pitches from DHL!

Anyway ... I’d better stop distracting myself with the forum and go and do some jobs I’m avoiding ...!

 

[JaemeS]

Hi all,
Has anyone had to pay import or duty taxes on any of their purchases on VC?
Thanks in advance