Vestiaire Collective experiences?

[Black Elite]

The QC really can be totally frustrating a bit like their CS, apparently they are working on the problem that items are not properly displayed, for weeks now, it seems they are just sending out a standard answer when you ask.

I worry about the direct shipping, at least you can use DHL and it goes straight to the buyer, but then there is always the worry that the buyer might do a switch or will replace your authentic item with a fake and claim that is what you sent them, or substitute your item with a no name product and claim that is what they got... With the way VC is acting, I am not confident they give the seller any support.

BTW the fact that you haven't gotten the return confirmation might be a good thing? They might (hopefully) own up to their mistake? The few things where I had to detach something as you couldn't securely pack, I used a safety pin and attached the embellishment to the item of clothing. I was forwarned, because I had sold shoes and I had a little unbranded bag that really worked with them, identical colour, so I put that in with a note that I want to give it to the buyer as it works so well together. Buyer then left a note under the item, thanked me for the shoes, I asked if she got the matching bag as well, she didn't....

The safety pin is a great tip! I’ll be doing that in the future!

I also worry about the direct shipping for the reasons you mentioned. As a buyer and a seller, I don’t think I’d ever go that route. The security of the middle man is worth it, provided they’re good at being that middle man!

 

[Black Elite]

I expect you’ve already done all this, and of course you know what you’re doing, but you haven’t already chased this again, from my experience with VC and its quirks, I think I’d give it another a week or two to see if it just gets done (I’ve had resolution emails late with apologies about delays recently, about a couple of delivery issues), and if you haven’t heard any more, I wouldn’t just call, I would email with clear details about the outcome you expect, follow with a phone call, refer them to the email and wait on the line while they read it. It usually helps bump things up, to ensure the problem is being attended to in a (reasonably) timely manner. Emails have to be via the web form in the help pages now, on website or app, so I always screenshot anything I’m sending that way so I can refer back to it — the old email address doesn’t work unless you are replying to one of their emails. I am always really clear, straightforward and determined where necessary, and I find that things get sorted out, usually swiftly, so overall I end up happy, with most of my purchases/sales working out fine anyway, and the small minority with hiccups getting resolved. (If only someone could tell me the secret of getting John Lewis to sort out issues with two Christmas deliveries ... nothing seems to be working there, just endless loops, and they’re normally so reliable!)

If they do get back to you but the resolution isn’t adequate, do the same. You will get a suitable resolution if you are unambiguous with them and correct any errors/gaps/misunderstandings on their part. Hope your issue is sorted out sooner rather than later. Things would undoubtedly be better without waits and prompts but I still find VC a very useful and generally smooth service so I don’t mind being patient with the odd problem. I reckon they haven’t taken on enough new CS people yet and I believe from what I’ve read and what CS has said to me that they are going through another swamped period with increased sales, and, although things are generally getting better, things can still be slow at times, and they haven’t quite optimised the links between departments to expedite and seller/buyer problem resolution yet.

It’s such a shame about the missing feather charms. As regards the packing, I’d say the same as Gabs. I once had a bought item sent with a part missing. They agreed they’d lost it and offered suitable alternative resolutions, so I would assume they will get around to this with you/your buyer. I think in what I imagine is the giant warehouse there is rarely or never any chance something missing will turn up. So I do more or less what was suggested above. I try to imagine in advance all the possible ways the unwrapping could go wrong in the warehouse and then I completely foolproof my sold item packages, putting unmissable notes in and literally tying or pinning things together, in bags if necessary to avoid damaging the items. It sounds like you did most of this anyway but I take it to obsessive levels! I sometimes also take quick phone pictures of what I’m packing and how, just in case of question.

Thank you for the tip! I’ll send an email and get on the phone to them tomorrow. How long have you had to wait with similar issues in all?

and I agree VC is still one of the best options out there. While this loss is annoying, it doesn’t even come close to the issues I’ve had with eBay over the years. I accept that there’s always some risk working with a third party, and since the amount wasn’t enough to hurt (and when I think about it like it technically didn’t come out of my pocket, I just lost shoes), I’m easy. eBay has literally cost me money with their wild Wild West policies!

 

[Gabs007]

The safety pin is a great tip! I’ll be doing that in the future!

I also worry about the direct shipping for the reasons you mentioned. As a buyer and a seller, I don’t think I’d ever go that route. The security of the middle man is worth it, provided they’re good at being that middle man!

I actually have ordered things with the direct shipping and it was fine, however as a safety measure, I do take pictures of the parcel and me opening the parcel, just in case I get an item that wasn't as described and always pay through my credit card, due to previous work experience, I could authenticate the items. As a seller, I take pictures of the item before I close the parcel, then the parcel itself. Doubtful that VC would recognize it, but if they try to pull something in that case, I am fully prepared to take legal steps and then would like to have the evidence present.

 

[Annie J]

Thank you for the tip! I’ll send an email and get on the phone to them tomorrow. How long have you had to wait with similar issues in all?

and I agree VC is still one of the best options out there. While this loss is annoying, it doesn’t even come close to the issues I’ve had with eBay over the years. I accept that there’s always some risk working with a third party, and since the amount wasn’t enough to hurt (and when I think about it like it technically didn’t come out of my pocket, I just lost shoes), I’m easy. eBay has literally cost me money with their wild Wild West policies!

With me as buyer: they’ve resolved the only couple of times things like this happened within a day of contact. With me as seller: depends what the issue is. There haven’t actually been many problems at all for me, more just minor queries, which took a few days to get to the relevant department and back, things like me querying prices and so on, or with something like a photo missing from a listing or similar issue, them refusing photos and I think they should accept them, either immediately sorted out as the CS person does it there and then, or querying with the relevant curation team, up to three or four days. With delivery issues when I am the seller, which is not your situation but is perhaps the closest to it, in one case just a few days, in another the final resolution with me actually getting paid took longer, which I think was because it was just something there was no particular process established for, and was also around the time of the commission drop so I think they were flooded, but it was all done within two or three weeks, and was sent with their apologies. I think what tends to happen with your kind of thing is it goes through a few different departments and that can be a slower process, because they could certainly do with improving interdepartmental communication. And it appears they are flooded again with lots of Christmas sales coming through the pipeline and I think there may have been delivery issues with French postal strikes, all probably generating more CS calls etc.

Reading through your original post again, I would definitely not be accepting these boots back and I certainly would just make it politely clear that you are expecting to be paid for them without further delay; I’d ask them when you will be receiving your payment, not what they propose to do about the situation in any other way. If they offer the buyer a lower price it should be VC making up the difference. This is what they did for me, very readily, when they lost a part, and the seller didn’t lose out, I was in contact with her via the messages so I knew. If your buyer doesn’t want them without the charms, VC can pay you your original price for them and can sell them themselves as a ready to ship item. You’ve already had the acknowledgment that they lost the charms and I’d definitely repeat that back to them, so some other CS person doesn’t go back to square one. I take the same approach to CS that I take with packing my sales: everything necessary clearly unmissable in each email or package so there’s no need to refer back, and no extra distractions beyond the normal courtesies! If you get hold of someone who’s new and uncertain in CS you might have to talk them gently through it, lol!

I never dare try eBay!

 

[Annie J]

The safety pin is a great tip! I’ll be doing that in the future!

I also worry about the direct shipping for the reasons you mentioned. As a buyer and a seller, I don’t think I’d ever go that route. The security of the middle man is worth it, provided they’re good at being that middle man!

As a buyer you can opt out of direct shipping, but sellers don’t get to opt out of direct shipping our eligible items if we’ve got the seller badge. I don’t know if maybe they will make it optional once it’s well established. I was extremely unkeen at first, really unhappy with it, because the whole reason I used them was the middleman thing.

But ... I have now sold quite a lot through direct shipping and I’m happy with how it has worked. Buyers seem to like it. I have spoken with VC about one situation where it didn’t work, and it was made clear that they are still operating in that capacity as middleman, and it was sorted out fine. Only badged sellers can do it. As far as I can see it’s just based on the logic that VC assesses these sellers will be a low risk for sending bad goods, and trusting the seller’s history, what they seem to be saying is they will absorb the cases where there are disputes. I photograph everything, with its packaging and the shipping label alongside the item, so it’s easy to demonstrate if necessary what I sent and in what condition at the date of shipping, so I’m not very worried about a buyer switching, or using something then claiming damage, because they are claiming against both my pictures and my good selling (and buying) record even if VC didn’t automatically settle everything. It’s also value restricted and brand restricted, so you’re not going to be sending off your Birkin to have a dodgy buyer switch it with a fake. It must save them so much cost overall that unless it starts to be an issue with a given seller or buyer, regularly sending disputed goods, or regularly claiming damaged goods received, and unless such cases are scaled up hugely, they can cover both buyer and seller where necessary and still make operational savings. They started with a trial just in France I believe and then started to expand it when it worked.

Time will tell if it stays this way, but so far so good, and the most awkward issue I think is if a buyer fails to pick up their parcel from a pick up point, which has happened to some people, and I hope VC will set up a process to accommodate what happens to these items properly, now they must have had a fair few of those happen. I think they ought to close the accounts of buyers who do that too. Otherwise it’s been going well so far, better than I expected.

 

[Gabs007]

Thank you for the tip! I’ll send an email and get on the phone to them tomorrow. How long have you had to wait with similar issues in all?

and I agree VC is still one of the best options out there. While this loss is annoying, it doesn’t even come close to the issues I’ve had with eBay over the years. I accept that there’s always some risk working with a third party, and since the amount wasn’t enough to hurt (and when I think about it like it technically didn’t come out of my pocket, I just lost shoes), I’m easy. eBay has literally cost me money with their wild Wild West policies!

I wouldn't sell on eBay, it's totally crazy now, but VC seems to be also subscribing to it, technically it came out of your pocket with VC as you paid for the shoes, they lost something, no different than a friend borrowing an item and losing part of it.

For a while Rebelle were OK, they have now taken a total dive, I lately have put the odd item on HEWI again and everything went without a hitch, but again, I make sure I have pictures before sending just in case somebody tries to pull a fast one, there is also JoliCloset, VideDressing is a mixed bag, you only get part of the sending costs back (they are French so all the postage is calculated for France, if you send from the UK, you pay the difference) and the buyer has 2 days, not counting the day of delivery to make up his or her mind, so a lot of "Oh I try that on, nahhhhh, don't like it" - when I send I usually put a visible sealing on the item outside, where it isn't damaging the material but you couldn't wear it without it showing up, to avoid that people just borrow it for events and make clear that when it is removed, I won't take it back, to remove it you have to break it. Of course they could order something like that from Amazon in the same colour but delivery usually takes a week....

VC might admit it is their fault but do nothing, or just blame you and claim you didn't put in the feathers. The problem is they are quite big, so nobody is really responsible or feels responsible, so things are unresolved and as a seller you can't even claim your money back because you paid with a credit card.

 

[Annie J]

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Deleted to correct quotes that didn’t post properly

 

[Annie J]

I also worry about the direct shipping for the reasons you mentioned. As a buyer and a seller, I don’t think I’d ever go that route. The security of the middle man is worth it, provided they’re good at being that middle man!

As a buyer you can opt out of direct shipping, but sellers don’t get to opt out of direct shipping our eligible items if we’ve got the seller badge. I don’t know if maybe they will make it optional once it’s well established. I was extremely unkeen at first, really unhappy with it, because the whole reason I used them was the middleman thing.

But ... I have now sold quite a lot through direct shipping and I’m happy with how it has worked. Buyers seem to like it. I have spoken with VC about one situation where it didn’t work, and it was made clear that they are still operating in that capacity as middleman, and it was sorted out fine. Only badged sellers can do it. As far as I can see it’s just based on the logic that VC assesses these sellers will be a low risk for sending bad goods, and trusting the seller’s history, what they seem to be saying is they will absorb the cases where there are disputes. I photograph everything, with its packaging and the shipping label alongside the item, so it’s easy to demonstrate if necessary what I sent and in what condition at the date of shipping, so I’m not very worried about a buyer switching, or using something then claiming damage, because they are claiming against both my pictures and my good selling (and buying) record even if VC didn’t automatically settle everything. It’s also value restricted and brand restricted, so you’re not going to be sending off your Birkin to have a dodgy buyer switch it with a fake. It must save them so much cost overall that unless it starts to be an issue with a given seller or buyer, regularly sending disputed goods, or regularly claiming damaged goods received, and unless such cases are scaled up hugely, they can cover both buyer and seller where necessary and still make operational savings. They started with a trial just in France I believe and then started to expand it when it worked.

Time will tell if it stays this way, but so far so good, and the most awkward issue I think is if a buyer fails to pick up their parcel from a pick up point, which has happened to some people, and I hope VC will set up a process to accommodate what happens to these items properly, now they must have had a fair few of those happen. I think they ought to close the accounts of buyers who do that too. Otherwise it’s been going well so far, better than I expected.

One thing I forgot to say with regard to selling with direct shipping is that the buyer can’t switch, or use and damage, and send directly back to you, the seller. (It’s not the same as when they never pick up their parcel which some people have experienced, as even if that does come back to you it’s still sealed - as I said, I am hoping to see a clear process set up for these cases.) If the buyer is disputing the condition or authenticity of an item you’ve sent with direct shipping, it has to go to VC to be checked. And this is where the fact that they have a degree of presumption that the seller with the badge is trustworthy, from all the previous good sales and probably also looking at the account history like emails and other contact, and will be looking at whether it seems as if the buyer is trying to scam the seller. If they can’t be sure either way, my understanding is they will honour both parties. Having to send to VC, not back to the buyer, should help weed out most people who are thinking of trying something like this. I’ve had so many transactions with VC both ways now that I feel comfortable that it’s unlikely to happen, that if it does happen it won’t be on a very high value item as they’re not direct shipped anyway, and finally if it does happen and I disagree with their conclusion, I will get them to sort it out in my usual way, same as I’ve got other things sorted out. So all in all I think from experience and investigation that direct shipping with VC is not anywhere near as risky as selling on eBay or anywhere else without a middleman. I wasn’t very happy about the idea when it first came up, so I did a lot of weighing up before I came down on that side.

 

[Black Elite]

I wouldn't sell on eBay, it's totally crazy now, but VC seems to be also subscribing to it, technically it came out of your pocket with VC as you paid for the shoes, they lost something, no different than a friend borrowing an item and losing part of it.

For a while Rebelle were OK, they have now taken a total dive, I lately have put the odd item on HEWI again and everything went without a hitch, but again, I make sure I have pictures before sending just in case somebody tries to pull a fast one, there is also JoliCloset, VideDressing is a mixed bag, you only get part of the sending costs back (they are French so all the postage is calculated for France, if you send from the UK, you pay the difference) and the buyer has 2 days, not counting the day of delivery to make up his or her mind, so a lot of "Oh I try that on, nahhhhh, don't like it" - when I send I usually put a visible sealing on the item outside, where it isn't damaging the material but you couldn't wear it without it showing up, to avoid that people just borrow it for events and make clear that when it is removed, I won't take it back, to remove it you have to break it. Of course they could order something like that from Amazon in the same colour but delivery usually takes a week....

VC might admit it is their fault but do nothing, or just blame you and claim you didn't put in the feathers. The problem is they are quite big, so nobody is really responsible or feels responsible, so things are unresolved and as a seller you can't even claim your money back because you paid with a credit card.

In the end they did admit that they threw the feathers in the bin (via the chat option), but still marked me as non-compliant. They kept the boots without telling me, and reposted them on my behalf with express shipping! A bit of a strange route but I’ll just have to suck it up and hope someone buys them eventually.

One thing I forgot to say with regard to selling with direct shipping is that the buyer can’t switch, or use and damage, and send directly back to you, the seller. (It’s not the same as when they never pick up their parcel which some people have experienced, as even if that does come back to you it’s still sealed - as I said, I am hoping to see a clear process set up for these cases.) If the buyer is disputing the condition or authenticity of an item you’ve sent with direct shipping, it has to go to VC to be checked. And this is where the fact that they have a degree of presumption that the seller with the badge is trustworthy, from all the previous good sales and probably also looking at the account history like emails and other contact, and will be looking at whether it seems as if the buyer is trying to scam the seller. If they can’t be sure either way, my understanding is they will honour both parties. Having to send to VC, not back to the buyer, should help weed out most people who are thinking of trying something like this. I’ve had so many transactions with VC both ways now that I feel comfortable that it’s unlikely to happen, that if it does happen it won’t be on a very high value item as they’re not direct shipped anyway, and finally if it does happen and I disagree with their conclusion, I will get them to sort it out in my usual way, same as I’ve got other things sorted out. So all in all I think from experience and investigation that direct shipping with VC is not anywhere near as risky as selling on eBay or anywhere else without a middleman. I wasn’t very happy about the idea when it first came up, so I did a lot of weighing up before I came down on that side.

that’s a hood way to do things. At least the middle man option is there. I’m it totally soured from the platform (yet) lol! They did at least resist the shoes at a price I’d be Ok with, so I’m just hoping they sell eventually and it’s a lesson learnt for me.

all the time I spent on the app trying to work this out, I ended up seeing something I liked a buying it! So now if my first purchase goes well, they’ll be redeemed for now!

 

[Black Elite]

technically it came out of your pocket with VC as you paid for the shoes, they lost something, no different than a friend borrowing an item and losing part of it.

True! Arg! I need to make myself feel better though lol. I have high ceilings and a deep wardrobe. These boots were at the back on the top shelf. I had to climb a ladder and move the shoes in front of them to even remember they were there! So I went months having forgotten they were even there. So I’m telling myself they’re still at the back of the wardrobe.

whatever helps me sleep at night, right?

 

[Gabs007]

True! Arg! I need to make myself feel better though lol. I have high ceilings and a deep wardrobe. These boots were at the back on the top shelf. I had to climb a ladder and move the shoes in front of them to even remember they were there! So I went months having forgotten they were even there. So I’m telling myself they’re still at the back of the wardrobe.

whatever helps me sleep at night, right?

I mean there is not a lot of hope getting them to actually act, the website doesn't display properly, for weeks they claimed it is a problem with the computer of the person looking at it, then they said that their IT team is working on the problem, it still persists, weeks later.

The massive problem is that everybody just seems to accept it, they never get challenged, the CS tells random nonsense... I have seen it 1st hand with my neighbour and I am mortified because I recommended them, similar situation as yours, dress sent in, passed QC then went missing, no updates for weeks, I had helped her with pictures and packing, she was super nervous, her 1st sale, buyer kept bugging her where the dress is in the comments, she replied it passed QC, when she rang they could not see but would get in touch, until somebody finally said it was "mislaid" don't know if it was 3 or 4 weeks later, with the buyer having canceled due to the delay, dress shows up again and goes into QC again, all of a sudden it has a snag, they want her to agree to keep it and sell it cheaper... She demanded it back and closed the account.

As for VC taking the seller's side because they have a track record, highly doubtful, my recent experience was somebody trying to scam, claiming not received, trying to redirect, DHL were happy to go after her as it was fraudulent, VC seems to be not interested.

I honestly don't know the answer about what can be done, as a buyer you can put pressure on them, as a seller you are totally lost and at their mercy, everything seems to depend on the person in QC, if they throw part of your item away, like in your case, have a bad day (over a year ago I got a dress back, they claimed stained armpits, it was an unworn dress and not a trace of a stain in the pits), lose items while they are with them and damage them. You call them and the phone drone will go "It is not my department" if you get that far, then you get a standard mail back.

I know they are in a difficult position as the middle man, can't be easy, but they do make quite a bit of money from people selling their items, I paid through the nose for mine, to treat them with a bit of care and respect surely would not be outrageous. Have you thought about a formal letter of complaint to the CEO? I used to be pretty sure that most of the complaints from sellers were exaggerated, but having seen how they brushed off my neighbour and feeling responsible because I recommended them, I tried to help her out, was with her when she called them, she did put them on speaker, and I have to say I was super shocked by the nonchalance with which they treated her, CS couldn't have made it more clear that sellers are a bit of a nuisance, to get as reply "It's not like the item is Hermes" - to me that sounded really like "If you aren't selling your Hermes collection, we don't care about you"....

So far I have seen 3 people (I think 3) complaining that the counting of the software doesn't always work and they lost their seller status due to that, responses always the same (there was at least one screengrab of their reply) "We know about the problem, tough luck, nothing we can do about it." I don't consider that customer service at all, just like the feather charms with your boots, it's pretty awful. There are also complains about items being forever with them without them doing the QC, for the buyer it looks like the sender isn't sending, some of them then cancel as they want an item for an event, VC will then make up an excuse like trying their best to find a flaw and trying to knock down the price of the item.

So far I had no major problems myself (knock on wood), but every time I send something, I feel like I am playing Russian roulette, which makes me wonder if it is actually worth using them at all.

 

[Annie J]

For what it’s worth I don’t think it’s likely that the purely automated system counting the days works in all my cases using the same shipping method (which it does) yet not in others. I looked back and found a screenshot in post 3264 which appears to be an email explaining why someone lost their badge, so I think that is what is being referred to?

As the poster says, the dates in the screenshot if correct don’t make sense for losing a badge and appear to show that VC’s counting doesn’t work. However, we can’t really draw this conclusion from this screenshot. We can’t see the tracking, or the sale date for the specific item, and VC, if they were contacted and replied, could easily have been copying over the sale and shipment dates from the seller’s email to them and repeated an error (sloppy of them). I’m just wondering if maybe the seller accidentally got two different sales muddled up? It’s easily done, especially in busy periods.

The item might well have had a delayed start to tracking with Parcelforce but if it was tracked within 4 days of the sale as it appears from the screenshot, personally I do think it’s highly unlikely that an automated counting system would be working differently in different cases. It has worked for me every time in similar circumstances (including taking Post Office/Parcelforce tracking delays into account) and it seems strange that the same algorithm could count right in all my sales but wrong in another. I’m not sure we’ve seen anything yet that actually demonstrates that the counting varies from case to case. If anyone knows different, please chime in - it would need addressing because those of us who like having the badges to increase buyer confidence in us would absolutely want to stop it happening.

I have a feeling, though I haven’t looked back, that the other cases of delay mentioned are the Post Office/Parcelforce tracking gap at work, and are not to do with any error in day counting. In the other cases I’m guessing they ended up going outside the 5 days, with the gap taken into account. Feel free to step in and correct me if I’m wrong, I do not aim to mislead. There is an annoying situation where over a long weekend with two bank holidays it could be possible that tracking doesn’t start in time after drop off to meet the 5 day requirement. This obviously needs improvement, and I really hope anyone like me affected by the unsatisfactory Post Office/Parcelforce tracking setup has given specific feedback to VC so they realise it’s affecting a lot of us and accommodate it in their system. They changed expert shipping from 3 days to 5 which I guess was probably to do with this, as I posted before, but it’s not really enough. Meantime I thought about limiting its possible impact and posted elsewhere about that if anyone’s interested and wants ideas, though I expect everyone has worked it out for themselves anyway.

 

[Annie J]

In the end they did admit that they threw the feathers in the bin (via the chat option), but still marked me as non-compliant. They kept the boots without telling me, and reposted them on my behalf with express shipping! A bit of a strange route but I’ll just have to suck it up and hope someone buys them eventually.



that’s a hood way to do things. At least the middle man option is there. I’m it totally soured from the platform (yet) lol! They did at least resist the shoes at a price I’d be Ok with, so I’m just hoping they sell eventually and it’s a lesson learnt for me.

all the time I spent on the app trying to work this out, I ended up seeing something I liked a buying it! So now if my first purchase goes well, they’ll be redeemed for now!

True! Arg! I need to make myself feel better though lol. I have high ceilings and a deep wardrobe. These boots were at the back on the top shelf. I had to climb a ladder and move the shoes in front of them to even remember they were there! So I went months having forgotten they were even there. So I’m telling myself they’re still at the back of the wardrobe.

whatever helps me sleep at night, right?

I would still go back to them stating that as the non-compliance was their own doing, the appropriate course of action is obviously that they pay you for the boots, and they can sell them on their own account. It would not actually be legal for them to damage your item and not pay you for it, and they have acknowledged their fault, so it’s clear. Did you screenshot or get a transcript? They’d be useful. When they lost part of something I bought they paid the seller in full and offered me a full refund and return to them or a partial refund if I chose to keep the item anyway. Probably some CS person at the beginning put this whole thing through the wrong pipeline and so it’s continued on the wrong track since, but it can be corrected. I think VC is fine on balance and aims to offer solutions but sometimes they miss the mark, and I never accept an unsatisfactory resolution to a problem.

On the other hand if you just can’t be bothered any more, I completely get that. Sometimes it’s less time consuming to let things go if they’ve gone down the wrong track, it’s not high value and you’re not too worried. It’s a bit of a niggle though ... The one which annoys me more than anything is when I accidentally damage something I’ve sold before shipping myself, and have to cancel the sale and disappoint the buyer - I’ve done it twice and I have to remind myself like you that I’d forgotten I even had the item so it’s no great loss really ... but the waste of it niggles away anyway ...

Side thought: you are sure they are reselling them on your account? I just ask because I noticed when a buyer resold something I sold her in the 10 day cooling off period (it didn’t fit her), it was being sold with my photos and might have looked like I was selling it. I don’t think this should happen once it’s been in someone else’s hands, in case they’ve damaged it. I think they should ask for new photos. Wondering if something similar could possibly have happened with you. If so you could see a payment come through next Tuesday if it’s been put correctly through the pipeline, or might need to chase as I did for payment already agreed that got stuck somewhere in a different but similar situation.

 

[Black Elite]

I would still go back to them stating that as the non-compliance was their own doing, the appropriate course of action is obviously that they pay you for the boots, and they can sell them on their own account. It would not actually be legal for them to damage your item and not pay you for it, and they have acknowledged their fault, so it’s clear. Did you screenshot or get a transcript? They’d be useful. When they lost part of something I bought they paid the seller in full and offered me a full refund and return to them or a partial refund if I chose to keep the item anyway. Probably some CS person at the beginning put this whole thing through the wrong pipeline and so it’s continued on the wrong track since, but it can be corrected. I think VC is fine on balance and aims to offer solutions but sometimes they miss the mark, and I never accept an unsatisfactory resolution to a problem.

On the other hand if you just can’t be bothered any more, I completely get that. Sometimes it’s less time consuming to let things go if they’ve gone down the wrong track, it’s not high value and you’re not too worried. It’s a bit of a niggle though ... The one which annoys me more than anything is when I accidentally damage something I’ve sold before shipping myself, and have to cancel the sale and disappoint the buyer - I’ve done it twice and I have to remind myself like you that I’d forgotten I even had the item so it’s no great loss really ... but the waste of it niggles away anyway ...

Side thought: you are sure they are reselling them on your account? I just ask because I noticed when a buyer resold something I sold her in the 10 day cooling off period (it didn’t fit her), it was being sold with my photos and might have looked like I was selling it. I don’t think this should happen once it’s been in someone else’s hands, in case they’ve damaged it. I think they should ask for new photos. Wondering if something similar could possibly have happened with you. If so you could see a payment come through next Tuesday if it’s been put correctly through the pipeline, or might need to chase as I did for payment already agreed that got stuck somewhere in a different but similar situation.

OMG OK your last point kind of worries me! I will actually try to push to see what they can do in regard to reimbursing me or paying me for the shoes.

When I go to "my items" it shows the boots with the exact same photos but says "feathers not included," which is just silly. They didn't even bother to take new photos. But it is certainly listed under my username and even when I click the item it says "for you: £110." And I even got a confirmation email saying my item was listed. It was so weird because I hadn't listed anything. That was when I noticed they had done it! It is now offered with Express Shipping and shows the location as being in their depot in Paris. I'm OK with the price they've listed so I do hope it sells, and hope they take better care of them in their warehouse than they did when I sent them to them in the first place

 

[Gabs007]

When I go to "my items" it shows the boots with the exact same photos but says "feathers not included," which is just silly.

I had that issue with a pair of shoes that they declared as pink, they are nude, a total neutral tone and very close to beige, so I listed them as beige and explained in the description they are "nude" and they look "beige with a minimal blush" for them they are pink, shoes when I listed them they were snapped up in no time, they are relisted by them for almost a year, same thing as your shoes, they don't seem to go...

As for the missing feathers, raise hell, because according to their rules, everything pictured is included, that goes so far that I once offered a dress that was not transparent but with the flash and on a mannequin in blinding white (white metallic coating) it looked like it was, so I put a black slip I have on it, explained, buyer left message with she wants slip too, I called them and asked, they said if I photographed it, I have to send it. They should at least play by their own rules...