Vestiaire Collective experiences?
- Thread starter Kopisusu
- Start date
TPF may earn a commission from merchant affiliate
links, including eBay, Amazon, and others
This is true and so sad. I have no words for the so called customer service.
This was going on and on every time there is a problem and one would think that things could not be worse...but they show you.
Last edited:
The customer service is indeed a nightmare, I sold something and the buyer loved it but she had gained weight so she wanted to resell and asked me if she could use the pictures, I said totally OK with it but it is not my call but VC's so she asked them and as a result they thought there was a problem and put the payment on halt. They don't read messages, they stopped the phone support (where on occasion you got a clued up person) and the chat is a total waste of time, to email them, you get standard replies. It took 3 weeks to sort it. Another dress had as a feature quite unusually slits in the arms, mentioned and shown, it was intended like this by the designer, they claimed it was altered and not mentioned, sent them the picture of the original (a magazine shot that I could easily find by googling) to show them it wasn't altered, no reaction, they proposed a price reduction that was ridiculous so I declined, on the return one there was their label and they had actually put on that it is as described and in very good condition.
In general, most of the things work out and there are no issues, but if you do have an issue and you need the customer service, it is simply not happening.
In Europe we are a bit strapped, so I still use VC and Joli, I won't touch Rebelle again as they are simply off their rocker, if you get an offer and you accept it, it shows you the price you are getting for it, however if they run a special like free delivery, the seller pays for this (and you can't opt out and they snuck that in) plus they have the highest commission, also they do not send items back they reject but relist them, apparently if you list something you lost all your rights, then drop the prices as they see fit, also if they reject something, they make up reasons, like brand new items with the tags attached have flaws, which are often actually design features and mentioned (like raw seams that are displayed) and you only get an explanation if you really press them. Reaching them by phone is impossible, they do not reply to emails... I am going out on a guess here, but what they seem to be doing is trying to get physical hold of the items so you can't list them anywhere else, therefore eliminating that you may sell somewhere else. HEWI is a bit of a mixed bag, 1st of all quite limited exposure as it is a bit niche, then it depends who does the approval of items you list. I tried to sell my Bottega Veneta Flames and was told that I should sell them for 100, I wore them once and they are like new, plus you pay them 18% (which is OK) but then they also charge you the VAT for their commission, which seems a bit underhand or you get buyers who simply want to try on and return, or wear out and return, which is also an issue with Vide Dressing.
So yes, sadly stuck with VC for the most part, I do the occasional sale on Joli, which I really like as they are fast, the payment is reliable, they just don't seem to have the money for PR so they are also pretty much an "insider" thing, which kinda worked for me when I found a few rare items, I wanted.
In general, most of the things work out and there are no issues, but if you do have an issue and you need the customer service, it is simply not happening.
In Europe we are a bit strapped, so I still use VC and Joli, I won't touch Rebelle again as they are simply off their rocker, if you get an offer and you accept it, it shows you the price you are getting for it, however if they run a special like free delivery, the seller pays for this (and you can't opt out and they snuck that in) plus they have the highest commission, also they do not send items back they reject but relist them, apparently if you list something you lost all your rights, then drop the prices as they see fit, also if they reject something, they make up reasons, like brand new items with the tags attached have flaws, which are often actually design features and mentioned (like raw seams that are displayed) and you only get an explanation if you really press them. Reaching them by phone is impossible, they do not reply to emails... I am going out on a guess here, but what they seem to be doing is trying to get physical hold of the items so you can't list them anywhere else, therefore eliminating that you may sell somewhere else. HEWI is a bit of a mixed bag, 1st of all quite limited exposure as it is a bit niche, then it depends who does the approval of items you list. I tried to sell my Bottega Veneta Flames and was told that I should sell them for 100, I wore them once and they are like new, plus you pay them 18% (which is OK) but then they also charge you the VAT for their commission, which seems a bit underhand or you get buyers who simply want to try on and return, or wear out and return, which is also an issue with Vide Dressing.
So yes, sadly stuck with VC for the most part, I do the occasional sale on Joli, which I really like as they are fast, the payment is reliable, they just don't seem to have the money for PR so they are also pretty much an "insider" thing, which kinda worked for me when I found a few rare items, I wanted.
Personally I always switch off offers and list for the lowest price I am willing to part as so many people seem to see "send offer" as a way to pass the time, that way it is take it or leave it. However, usually if I put something in my shopping bag to mull it over and it gives me time to think about if I really need it or if it is just impulse, I often receive a voucher with 5 to 10% discount
You talking to me?
I did get the bag (without a new listing) but now I am waiting for the delivery and by now the tracking number is not even identified by UPS...
So far the direct shipping things worked out with me, but I always take a picture before I package and then with the package open, serial number as close up and from a distance, and the shipping label next to it, and the weight of the package as somebody tried to return an authentic bag for a cheap bag that didn't even look remotely the same. Took a while to get it resolved but they did kick the buyer. There were a few incidences where I gave the measurements and mentioned that it comes smaller or larger and the buyer didn't read and then flagged, and they were all resolved. I sometimes feel a bit OCD taking all the pics before I send with time stamps and then filing them away, but it makes a lot of sense.
I wondered about the bag, yes, but it could be they use DHL? I noticed they seem to use a lot of different carriers but that is Europe and some places are still in lockdown, I also noticed that a few things I sent didn't even register on their system as dispatched when the buyer had received them and left a message under the item that they love it. You always have to contact them and deal with their errrr customer service
The number they gave me was linked to UPS and the customer service left the chat (literally!) when I asked her which carrier it is. She told me there was a holiday on the pickupday (okay? and VC and Carrier both did work?) and this is the reason the carrier did not update anything.
Ugh, we got 2 UPS people and they always scan when I hand over, the UPS system always registers, same with DHL, but VC tracking often does not, as be both noticed, their customer service leaves a lot to be desired, my guess is they don't really pay much, hence the quality
Yes they do and this is how I now they were lying to me with the pickupday: The package was just scanned this evening and not two days ago
This is so annoying - it's not about the two days, it's the bllsht they tell you and the chaos they cause. It creates just so much uncertainty and every call/chat disimproves the situation.
Yes they do and this is how I now they were lying to me with the pickupday: The package was just scanned this evening and not two days ago
This is so annoying - it's not about the two days, it's the bllsht they tell you and the chaos they cause. It creates just so much uncertainty and every call/chat disimproves the situation.
Here you can't even call them anymore, you have to use chat and email, chat is an issue, some of them don't speak a lot of English, that's OK my written French is passable, but they often also don't speak French, I did wonder if they might have outsourced to India or so?
This time it was just the chat for me, too. I tried it in every language (even with a translator because of my very poor french) with the same result: a big nothing + more questions.
I wonder if they even can read and if they have more than two brain cells. Perhaps VC has hired a bunch of paramecium, I don't know.
If the situation was not so tragic, one could laugh at it...but it makes me mad how they just don't care and how they treat their customers.
I had more good than bad experiences with them when it comes to buying and selling, I think they are trying to improve but the training of the people and the people they have, it's not always great. I had a bag listed, 2019 model, used twice, photos from every angle and corner, a very light colour, hence for me not practical because it needs too much pampering, minimal signs from having put it down on the floor at the bottom, photographed in great detail, described in great detail, was 5K new, used twice and listed for 200, somebody left a message that she wanted it for 50, I said it is not an offer I am willing to entertain, she got nasty and claimed there is a damage I didn't disclose. I told her that there is NONE, only as mentioned and described very slight signs of having put it down and she can zoom into the pictures. She then started leaving comments that I should show the "damage" more clearly. I told her again, no damage and I have 25 pictures up, she totally freaked out. Went to chat and asked if they could remove the comments, they said she was just there complaining about me and they already told her to stop and would remove it as it transpired that she wants to put people off from buying so she can get it for 50. She faithfully came back again and as revenge made nasty comments on all items, claiming I am rude to not entertain reasonable offers, not showing damage, people shouldn't buy from me, she never would, etc. Took me 5 attempts to contact chat until somebody actually looked at it, then removed and warned her that if she does it again, they will ban her. They didn't tell me details but reading between the lines, I gathered that she had caused a lot of problems and had lost her status, from her profile and what she had up, and showed as sold, which was a lot, but she didn't qualify for direct shipping at all (not even for low price items), which I think happens if you sell one or several fakes?
The last person I talked to was clued up, said they are sorry for the hassle, they do have problems with her as a buyer and a seller and that they will write to her and that the comments will be removed and they will talk to IT about removing her ability to leave comments, wild guess, I wasn't the only one who was on the receiving end of her "attentions". So 6 times talking to chat (average waiting time 40 minutes), 2 people who knew what they were doing, 4 people who didn't...
I am hoping that the training of their customer service is going to improve, my feeling is, they hired a bunch of people due to demand and didn't have time to train them, or those people just see it as some kind of short term job they have no real interest in?
What tends to get me at the moment is people who sign up totally new and ask for pictures (mainly shoes) worn and from every angle. If you look at their faves and click on them, you see they ask this for shoes ranging from a size 2 to a 7 and I best not speculate about the "purpose" for which they want the pictures and I really doubt that they are women.
Totally agree Vestiaire's so-called authenticity check is a complete joke.
I unfortunately bought a counterfeit Fendi bag from Vestiaire who always boasts that they authenticate all products that are sold on their platform. I receive the bag today and the brand tag inside the bag spells “FFNDI” (!!) instead of FENDI [please see photos]. I have already spotted this from the sellers’ photos after I ve placed the order (my fault of overlooking this detail when I hit the "buy" button) and raised this to Vestiaire and wanted to cancel my order. However, they only said their “experts” of authenticators will look at it when they received the item. I am appalled that they missed out this very obvious failure and still sent this fake product to me! On top of this ridiculous mis-spelling, some other details of the bag are rather poorly made that can be signs of a counterfeit. Even a layman like me can spot that. How can some “experts” miss that out? If they cannot perform their authenticating job, they should not say so and make this as their selling point to attract people to buy items from them.
Please be careful when buying from Vestiaire. Obviously they cannot authenticate and one is taking the risks of getting fake items there.
I'm now going to get a paid authentication service to have a proof of this counterfeit. Hope I can get a refund.
