Vestiaire Collective experiences?

[Gabs007]

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 ...!

Seriously, done that with every item that went via DHL, always the same story, doesn't let me book online, calling them and getting the hard sale then waiting for the pickup, the time it takes me I am at the shop and back. I honestly don't want a MyDHL as the whole advertising is nothing I need.

But also when the stuff is sent with DHL, the tracking then doesn't work, I talked to a few other people who put stuff on VC and same issues, website doesn't recognize the number... Also if I give it to the driver, I have no receipt, in the shop I get a receipt...

The problem is that the shipment number doesn't work, nor does the waybill.

I am also really worried about the direct shipping, they give the buyer 72 hours or so, if you time it right, you can order something for an event, then make up some weird claims, some might even put a stain in to have a reason. Unless you do take pics inside out and everything before you send, you are standing a bit alone there. I am not sure I am completely on board with it.

 

[Gabs007]

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

Depends from where you order and how much you can import without paying tax, I only had to pay once, ordered from outside the EU.

 

[Annie J]

Seriously, done that with every item that went via DHL, always the same story, doesn't let me book online, calling them and getting the hard sale then waiting for the pickup, the time it takes me I am at the shop and back. I honestly don't want a MyDHL as the whole advertising is nothing I need.

But also when the stuff is sent with DHL, the tracking then doesn't work, I talked to a few other people who put stuff on VC and same issues, website doesn't recognize the number... Also if I give it to the driver, I have no receipt, in the shop I get a receipt...

The problem is that the shipment number doesn't work, nor does the waybill.

I am also really worried about the direct shipping, they give the buyer 72 hours or so, if you time it right, you can order something for an event, then make up some weird claims, some might even put a stain in to have a reason. Unless you do take pics inside out and everything before you send, you are standing a bit alone there. I am not sure I am completely on board with it.

I seriously don’t experience this problem with DHL, ever. You seem to have really bad luck with this. I wonder if it could be a browser-related thing? I’m on Safari but maybe there’s an issue with Firefox/Chrome or other? Or are you maybe trying to use the old DHL online booking form and the system gets confused because they are phasing it out? I just can’t think what else is causing your problem. It changed recently to having to do it via MyDHL, which is effectively only a booking system, it’s not paid, you just sign up with an email address and contact details. I don’t get any advertising on it and I can just put in the waybill number for all my VC stuff, Matches, MyTheresa, Net-a-Porter and sometimes FarFetch returns, and all the info is already input, no need to waste time with addresses and contact details every time. I just estimate the parcel size of they ask for it, all they really want to know is that it’s not giant. And it’s useful for rescheduling deliveries I’m getting from those companies too, without having to phone anyone, or putting holiday hold on deliveries. Honestly, I find it really convenient for all those shipments. I don’t have to make a phone call and wait in a queue. I can always get the label working (sold around 200 items on VC, 80% or so sent with DHL) and the tracking has never failed. It would be the waybill number you need on MyDHL, the only other number the form can take is the sender account number and that’s VC’s account not ours. I use DHL frequently with VC/Matches/MyTheresa/Net-a-Porter and never have a problem. The only time lag has been between DHL tracking showing received at VC and VC sending acknowledgment of receipt. I think that’s a simple backlog issue at VC as it always shows up within a day or two. As regards the receipt, I get the driver to scan the parcel at the door, if he hasn’t already done so which he usually has, and it shows up immediately.

I was definitely worried about the potential for buyer scams with direct shipping too. I was aghast at first, it was exactly what I didn’t want: QC before shipping to buyer was a main reason I used VC to begin with. But I have done a good few now and it hasn’t been problematic to date. I understand that the reason it’s only trusted and expert sellers who can do it is that VC knows those sellers will be reliable and honest. If a buyer damages an item then complains, the item will be sent to VC for assessment, and they are more likely to trust a seller whose track record has led to them having a badge than they are to trust a relatively unknown buyer. What I’m picking up is that there’s at least an initial presumption in favour of the seller who they already know. If we are really worried about a dishonest buyer we could take pictures of the item next to the shipping label to show its condition at the time of shipping, in case evidence is needed. I’m doing that at the moment, just in case. But I don’t think it’s going to be necessary because VC will trust the seller to whom they’ve given a badge above the buyers, unless it happens multiple times with the same seller, and starts to look suspicious. If you get a bad feeling about a buyer (you know, those ones who can’t even be courteous in the messages) you could cancel the sale, which doesn’t lose your badge if you do it in 5 days.

The upside of direct shipping seems to be that my sales of lower end or lower priced things are really increasing and getting quicker. I think it’s sort of being spilt into two markets on VC, the direct shipping under €200 where the price you see is the price you pay, which attracts a lot of people, and the higher end where people aren’t going to be worrying about paying a bit more for shipping and QC.

 

[fashion_victim9]

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.

That's great that at least some of us have great experience with VC. I sell on several other sites / apps, and so far VC is the most difficult to deal with. maybe they have better service in UK? it always takes at least 4 - 5 days to get their answers by e-mail, and if they transfer me to another department, it takes another 4 - 5 days.
the reason I don't want to mix up calls and e-mails is that they can offer me one solution, and then several days later someone other answers my e-mail with the different one - often both are wrong. that could happen to me this time too if I used the label that they provided me after the phone call. If I used the one they gave me, ship, and then they replace it after reading e-mail, the label I used would not be connected to the right order and again it would take forever to solve it
that's not a direct shipping, it goes to VC New York, and then to Cali. I finally managed to ship today after I paid 7 dollars and ordered ordinary pickup service, not for return labels. the badge is still there, hope it will not change. really hope the bride will receive them on time, I hate so much to let my customers down even if it's not my fault. thank you so much girls for all your help, useful information, and support. it's so great to have a place where ppl understand your issues and really try to help (unlike VC support lol)

 

[sophiap]

Hello all!
I was wondering how is it best to pack an item that you sell through vc or other? For shoes, is the shoebox ok, or do you need to enclose it in a second box too? And how do you pack clothes before you get them to dhl?
thanks

 

[Geert]

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 ...!

It can't be a browser issue, you give the number in, if the number is not recognized it has nothing to do with the browser, the number itself is the same.

However we found the item I shipped, DHL delivered to an Argos store and the buyer was asked to come back on Monday! As a result they removed my badge! I now show up that I sold 3 items recently but have no badge, last week I was a trusted seller, also the labels gone regarding conformity and shipping speed!

They are taking the you know what!

 

[Gabs007]

It can't be a browser issue, you give the number in, if the number is not recognized it has nothing to do with the browser, the number itself is the same.

However we found the item I shipped, DHL delivered to an Argos store and the buyer was asked to come back on Monday! As a result they removed my badge! I now show up that I sold 3 items recently but have no badge, last week I was a trusted seller, also the labels gone regarding conformity and shipping speed!

They are taking the you know what!

There is really something strange going on, my next door neighbour also sold an item, the reception of it was not confirmed for ages, they have confirmed it last Monday and it is apparently still in quality control, when quality control is claimed to take 3 days, can't be anything wrong with it, because I wanted to buy it off her and literally when I said "I'll have that" she got the text it sold, because she wants the badge (she is new to VC) I went "Send it, I really don't need another dress" (and I don't)

 

[nicole0612]

The shipping is so variable it’s crazy. I purchased an item over a month ago that was about US$6000 and it was in Vestiaire’s possession listed ready to ship. I have been hounding them over the past couple of weeks as it has not shipped (since purchase stuck at the stage “preparing for shipping, will ship within 2 days”), and their customer service has no idea what’s going on, they instructed me to fill out a form saying that it is lost to claim a refund. Meanwhile DHL just contacted me yesterday that it is arrived in US customs and will arrive at my house in one week. It is funny that Vestiaire cannot figure out where the item actually is. Meanwhile I have purchased items from individual sellers that have arrived within days from Europe to the US!

 

[Geert]

I downloaded the proof of delivery, contacted them, apparently they don't know what is going on and will get back to me in due time, meanwhile removed my trusted seller badge (should have recommended) and my shipping label. Apparently same day shipping and delivery to the buyer in the same country 2 days later does not count as fast shipping!

 

[Geert]

I was definitely worried about the potential for buyer scams with direct shipping too. I was aghast at first, it was exactly what I didn’t want: QC before shipping to buyer was a main reason I used VC to begin with. But I have done a good few now and it hasn’t been problematic to date. I understand that the reason it’s only trusted and expert sellers who can do it is that VC knows those sellers will be reliable and honest. If a buyer damages an item then complains, the item will be sent to VC for assessment, and they are more likely to trust a seller whose track record has led to them having a badge than they are to trust a relatively unknown buyer. What I’m picking up is that there’s at least an initial presumption in favour of the seller who they already know. If we are really worried about a dishonest buyer we could take pictures of the item next to the shipping label to show its condition at the time of shipping, in case evidence is needed. I’m doing that at the moment, just in case. But I don’t think it’s going to be necessary because VC will trust the seller to whom they’ve given a badge above the buyers, unless it happens multiple times with the same seller, and starts to look suspicious. If you get a bad feeling about a buyer (you know, those ones who can’t even be courteous in the messages) you could cancel the sale, which doesn’t lose your badge if you do it in 5 days.

I think your trust in them is much higher than mine, if somebody scuffs shoes, you really have to have additional pictures, if somebody pulls a threat in a dress or stains the lining, same thing. As for trusted or recommended seller, well, I saw myself how much they really care, as I said, should be recommended, shipping same day, shows now 3 items when it should be 5, all badges removed, apparently my same day shipping is not conform with their "Ship within 5 days policy" I even have it black on white that the item was delivered on the 26th, it is always another department, if you write to them you get a standard mail, if you call they can't do anything as it is another department.

It is so annoying if you do everything by the blasted book and they simply do not care

 

[Gabs007]

I think it is a problem with them, just met my neighbour and asked what happened to the dress, she said she rang them, it was actually authenticated the next day, they see it on the internal system, but it doesn't show up on hers, where it is still as "undergoing quality control"

Possibly another bug in their system

 

[nicole0612]

I just got an email that the item “ready to ship” that I was waiting a month to ship finally arrived at customs. The problem is that DHL is holding it until I pay $355 in customs fees, even though I already paid the customs fees when I checked out on Vestiaire. I explain the situation to DHL and sent them a PDF of my invoice which clearly shows the customs fees that I paid already. DHL says that they cannot do anything about it and now my shipment is on hold in customs. Ugh.

This is the response from DHL:
“Thank you for the info unfortunately all I can do is hold shipment and send a message back to the origin asking them to provide what's called a Letter of Agreement to pay and wait until they have done so.”

Somehow I don’t think this is going to get a helpful response from Vestiaire. I can’t be the only person who this is happened to though. If they are requiring us to pay customs at the time of checkout they need to include something on the shipping manifest to show that it was already paid!

 

[Geert]

Biggest BS ever, sold something on the 12th a Thursday, shipped next day with ParcelForce, it was picked up by ParcelForce on Monday the 16th and entered the system, they informed me that I shipped late and that is why I lost my badge....

They say 5 days so 12 plus 5 would be the 17th, but I sent on the 13th which was a Friday and it simply doesn't enter the system of ParcelForce until THEY picked it up from the local post office...

What a load of shambles, so I called them and somebody who speaks rudimentary English says it must be something else, after 15 minutes back and forth, I gave up.

I also don't get why I have 80% when I always ship the very next day?

 

[Gabs007]

Checked with my neighbour about her dress, she rang them several times, they take care of it, a problem with their system, her dress is "undergoing quality control" and they are sorry, should have been sent to the buyer.

This is getting a bit ridiculous

 

[TamaraL]

Checked with my neighbour about her dress, she rang them several times, they take care of it, a problem with their system, her dress is "undergoing quality control" and they are sorry, should have been sent to the buyer.

This is getting a bit ridiculous

I am having the issue from the buyer's side, bought something, seller responded straight away that she has shipped the bag with the tracking number, I can see that they have it but no updating on the site, nothing moving, I rang, apparently it was authenticated and should be shipped to me, the system doesn't update. That was last week. Rang again on Monday, should be shipped Tuesday, nothing, rang again today, they are looking into the problem, it is IT related.

I asked the seller if she could ship ASAP because I bought it specifically for a wedding as the bag will go with the dress and the shoes I am planning to wear and the seller (new, joined recently) was really so helpful and kept me updated that it was picked up and gave the tracking number, tracking says it is with VC but in my account it comes up as "awaiting receipt"