Vestiaire Collective experiences?

[Gabs007]

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.

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I don't know if I was super lucky, but when I got a fake sent, the issue was resolved, took a while until I got the money back but I can't say that they tried to make it difficult, it's been a while, but usually if you do pay with a credit card, you have quite a good protection anyway.

While I am not super happy with them (customer service is hit and miss, and usually a lot more miss, the webpage works, then doesn't work, search function works on occasion...) compared to other sites, as bad as they are, they are among the better ones, which isn't to say that they have A LOT of room for improvement

 

[Gabs007]

BTW I think their system malfunctions again, I keep getting this over and over again...

I am getting rid of an extensive DvF collection, for a while I was collecting all the rare and limited editions (seemed like a good idea at the time, though the patterns usually don't work for me but I collected them more for fashion history, a bit like works of art) and usually they sell almost as fast as I list them, I guess to collectors, but sometimes they send absurd selling proposals, especially if they want to lower your price to the price you are actually willing to sell?

 

[GimmieHermes]

They refunded you the additional costs you had, however they did not "steal" from you. I fully agree that they should have been gracious and refunded you the money you paid upfront, but to quote your own words

"Ordered another jacket and during the check out process I was given the option of prepaying the import duties and taxes which was about $290. I chose that option"

Sorry, but they did not put their hands into your pocket and took money out, you made a mistake and picked an option that was overpriced and due to an oversight from them, you did not get the service, they did not refund you for the service you paid for and didn't receive, which is shoddy and very bad form, but it is not theft.

In your own words:
"They replied they charge a flat fee for import duties because they can’t predict how much it will be until it arrives. They told me to go ahead and pay DHL and they will repay me once I send them a paid invoice. So I paid DHL and sent them the invoice. They sent back an email stating they are sending me a refund in the amount of $86."

You should have asked upfront that you get the money back you paid for import as you did not receive that service, you handle DHL yourself, you sent them the invoice, they paid that invoice, it's not theft and by calling it theft, you are opening yourself to libel, also by taking the money, you basically agreed to it.

Look, plenty of issues with Vestaire, and as I said, I don't agree how they handled it, but it really isn't theft. I would agree that it is unethical, bad form, horrendous customer service, absolutely, but you could have just emailed them with "Please refund me for the paid service of $290 as you failed to deliver this service" - if you email them the invoice and they said they will pay the invoice, you can't really complain that they paid what you asked for.

I have a dispute with them right now. Luckily only for about 150 EUR. I understand your frustration completely. Won't shop from VC again.

$290 compared to $86?! That's some kind of "handling" fee...
[/QUOTE

They refunded you the additional costs you had, however they did not "steal" from you. I fully agree that they should have been gracious and refunded you the money you paid upfront, but to quote your own words

"Ordered another jacket and during the check out process I was given the option of prepaying the import duties and taxes which was about $290. I chose that option"

Sorry, but they did not put their hands into your pocket and took money out, you made a mistake and picked an option that was overpriced and due to an oversight from them, you did not get the service, they did not refund you for the service you paid for and didn't receive, which is shoddy and very bad form, but it is not theft.

In your own words:
"They replied they charge a flat fee for import duties because they can’t predict how much it will be until it arrives. They told me to go ahead and pay DHL and they will repay me once I send them a paid invoice. So I paid DHL and sent them the invoice. They sent back an email stating they are sending me a refund in the amount of $86."

You should have asked upfront that you get the money back you paid for import as you did not receive that service, you handle DHL yourself, you sent them the invoice, they paid that invoice, it's not theft and by calling it theft, you are opening yourself to libel, also by taking the money, you basically agreed to it.

Look, plenty of issues with Vestaire, and as I said, I don't agree how they handled it, but it really isn't theft. I would agree that it is unethical, bad form, horrendous customer service, absolutely, but you could have just emailed them with "Please refund me for the paid service of $290 as you failed to deliver this service" - if you email them the invoice and they said they will pay the invoice, you can't really complain that they paid what you asked for.

Itis theft if you took money without delivering the service or product.

They refunded you the additional costs you had, however they did not "steal" from you. I fully agree that they should have been gracious and refunded you the money you paid upfront, but to quote your own words

"Ordered another jacket and during the check out process I was given the option of prepaying the import duties and taxes which was about $290. I chose that option"

Sorry, but they did not put their hands into your pocket and took money out, you made a mistake and picked an option that was overpriced and due to an oversight from them, you did not get the service, they did not refund you for the service you paid for and didn't receive, which is shoddy and very bad form, but it is not theft.

In your own words:
"They replied they charge a flat fee for import duties because they can’t predict how much it will be until it arrives. They told me to go ahead and pay DHL and they will repay me once I send them a paid invoice. So I paid DHL and sent them the invoice. They sent back an email stating they are sending me a refund in the amount of $86."

You should have asked upfront that you get the money back you paid for import as you did not receive that service, you handle DHL yourself, you sent them the invoice, they paid that invoice, it's not theft and by calling it theft, you are opening yourself to libel, also by taking the money, you basically agreed to it.

Look, plenty of issues with Vestaire, and as I said, I don't agree how they handled it, but it really isn't theft. I would agree that it is unethical, bad form, horrendous customer service, absolutely, but you could have just emailed them with "Please refund me for the paid service of $290 as you failed to deliver this service" - if you email them the invoice and they said they will pay the invoice, you can't really complain that they paid what you asked for.

1. It is theft because they took the money without delivering a service for that money.
2. I did email explaining since they did not pay the duty taxes and I had to do it myself, they should return the money I paid for that service and they refused.

 

[Sferics]

Oh hey: I found some Money the last a Bag I ordered - this tells its own tale, no?

 

[Kfka_btsea]

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.

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Good to know about this as I was considering getting a peekaboo from them.

I've only started using them recently. I was quite happy with a few items that I bought, but one came that made me go
Nothing as bad as in your case though, more like the seller had listed something as silk and the composition tag, when the item arrived, had nothing remotely related to silk on it. And all the label tags were also falling off, which they had neglected to mention (not even sure how this can happen). I reminded them that this was technically a breach of contract but decided against pursuing it further.

Nevertheless, I think I will continue ordering from them but perhaps not for the very high value items. And will probably do my own authenticity checks on the items I have already ordered.

 

[Kfka_btsea]

I have never had an item be deemed non-compliant. On the other hand, I have purchased many items that passed through the Asian office, and I noticed that the Asian office is the strictest. I was once contacted because the width of a shawl I bought was 2cm larger than the approximate width the seller told me in the comments. Vestiaire Collective likely contacted the buyer informing them of the "non-compliance," and the buyer may have asked to cancel.

I am located in Asia but I guess not all my purchases will go through the Asia office but through the seller's nearest regional office instead?

I just got sent a skirt that was listed as silk, but had 0% content of silk on the composition label, and the label tags were all falling off. None of this was disclosed on the listing and Vestiaire happily sent it to me. Might have been the Paris office as the seller was in Switzerland.

My sister got sent a IT40 dress that was listed as FR40. The actual difference is about 2 or 3 dress sizes and I am appalled that they never bothered to check the difference. That was the Asia office.

 

[LifestyledchoicesL]

I have to say, I have mostly had positive experiences with Vestiaire so far. I buy and sell regularly, but usually only stick to one or two brands (LV and Chanel), which I guess they see more of so their authenticity seems fine for me there (I get all my items authenticated by a third party after I receive them).

As a seller it’s obviously a big hit with the commission fees but the process has always been seamless for me.

I did have an incident once where I was buying a white multicolor piece - which is notorious for having discolouration and bleeding. Prior to buying I asked the seller if there was any of this and they said there was none. Upon arriving Vestiaire for inspection, they picked up that there was indeed some discolouration and even some undisclosed wear to the corners. They sent me a detailed report with photos of this and they proposed a new, lower adjusted price to account for these. I was ready to accept as I thought the amount that was taken off was fair for their damage and wear, but the seller rejected the price in the end so the item was returned to her. So all in all a very through process by Vestiaire there as well.

I have come here because the current issue I am having - I have a brand new seller I bought something from, who has yet to ship out the item and it’s day 6 out of the 7 days that Vestiaire give sellers. So not really Vesitiare’s fault and they have sent her email reminders and I have commented on the listing but she hasn’t been active for a few days. I’m so frustrated because I know as a seller Vestiaire provide the option for a UPS collection so all she has to do is drop it off. I’ve even found the seller’s instagram and messaged on there!! I know Vestiaire will refund me if it doesn’t work out but I want the item goddamnit! Lol. Anyone else had a similar experience? I know sellers used to have 30 days to ship the item which is ridiculous.

 

[GreenBagsOnly]

I have to say, I have mostly had positive experiences with Vestiaire so far. I buy and sell regularly, but usually only stick to one or two brands (LV and Chanel), which I guess they see more of so their authenticity seems fine for me there (I get all my items authenticated by a third party after I receive them).

As a seller it’s obviously a big hit with the commission fees but the process has always been seamless for me.

I did have an incident once where I was buying a white multicolor piece - which is notorious for having discolouration and bleeding. Prior to buying I asked the seller if there was any of this and they said there was none. Upon arriving Vestiaire for inspection, they picked up that there was indeed some discolouration and even some undisclosed wear to the corners. They sent me a detailed report with photos of this and they proposed a new, lower adjusted price to account for these. I was ready to accept as I thought the amount that was taken off was fair for their damage and wear, but the seller rejected the price in the end so the item was returned to her. So all in all a very through process by Vestiaire there as well.

I have come here because the current issue I am having - I have a brand new seller I bought something from, who has yet to ship out the item and it’s day 6 out of the 7 days that Vestiaire give sellers. So not really Vesitiare’s fault and they have sent her email reminders and I have commented on the listing but she hasn’t been active for a few days. I’m so frustrated because I know as a seller Vestiaire provide the option for a UPS collection so all she has to do is drop it off. I’ve even found the seller’s instagram and messaged on there!! I know Vestiaire will refund me if it doesn’t work out but I want the item goddamnit! Lol. Anyone else had a similar experience? I know sellers used to have 30 days to ship the item which is ridiculous.

That's frustrating! I have always thought 7 days was too much for a seller to ship. As a seller (I have sold 30+ items- really cleaned out my closet during lockdown!), I always try to ship within 24 hours, if not on the same day.

However, no matter how fast I ship, I still get hounded by Vestiaire Collective reminding me to ship. It makes no sense- once my item is scanned by UPS, they know I shipped it, but I will still get emails days later.

 

[GreenBagsOnly]

Just scanning through this thread... Some scary stuff!

I recently purchased a Birkin from Vestiaire Collective. I had it authenticated by a third party authenticator before purchasing so I had that piece of mind at least. But some issues...

1. They advertised paying in installments for the item (Klarna in the EU) and to select the option at checkout, but at check out, this option was not available. When I went to ask 24/7 chat about this, as I had an hour to complete the purchase, I received an automated message that chat would not be available until the next day. Do they know what 24/7 means?

2. My seller mailed the bag immediately which was great, VC moved it along quickly- also great, but I noticed the Birkin had the previous owner's initials hot/silver stamped on it. This was not disclosed by the seller, this was not disclosed by VC. It was not in any photo and not in the item description. If you modify a bag, that fact needs to be disclosed!

3. VC's response- free shipping on my next purchase. So insulting. As if I will purchase from them again.

They eventually said I could return it, but from the very beginning, I said I did not want to return it. All my emails to them fall on deaf ears, not sure if it is poor support or just lost in translation.

Luckily, I do love the bag and the initials are on the interior and you have to lift the flap to see it, but I still can't believe VC did not catch this and disclose it.

 

[Cumulus2000]

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.

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UPDATE: Regarding the spelling of FFNDI instead of FENDI on the brand's tag in a bag that I purchased from Vestiaire, they have taken it back to do another examination and got back to me that the engraving of the letter E just wore out and that the bag was authentic. So they refuse to give me back a refund. Are you kidding me? Can engraving on a metal plate be worn out in a strange way like this?? I think this company is just treating customers like idiots and simply want to run away from responsibility. Please see below close-up photos of the tag and the spelling of the brand name. Would appreciate anyone here to have a look and give an opinion on this. Thanks in advance. [Even the "made in italy" line appears to be poorly engraved which could be a sign of counterfeit to me. But at least it's not mis-spelled.]

 

[noon]

The last item I sold on VC, I got a message from them that I had gotten the size wrong and I had to lower the price. I was very confused and responded saying I advertised the correct size which was shown in the images and asked for more information. No one ever really got back to me (I think I got some kind of generic response that didn't answer my Q) and then about 10 days later I got a message to say I would be getting my money - so it sold like normal. It was kind of weird and part of me wonders if someone at VC wanted to make a quick buck off of my item.

 

[Tingeling]

I generally had all good experiences with Vestiaire until the last time I shopped with them 2 years ago. I purchased an item that had been sent to them by a trusted seller and it had been pre-authenticated and all they had to do was dispatch the item as they already received and checked it etc... (the item in question was an almost new Chanel bumbag) .... it was listed to include its dust bag and authenticity card. When it arrived it had the dustbag but no authenticity card. It took me a full week of numerous calls and emails (and one phone call where the VC employee called me a liar) that I managed to force an item return due to UK long distance selling regulations. After that I would never use them again. Also be careful because the duties for buying an item from Hong Kong can be expensive.

Sorry for answering such an old post, but I had to. VC scam buyers on custom taxes and duties!!!. Custom duties, tax/vat is a fixed rate in your own country, VC just claims that is depends on the country you buy from...who are they kidding. I had a long dispute with them about this and finally after involving my own country's custom office they refunded the extra money they stole from me. I can't believe they have the nerve to make a hidden profit from this. Are they really that stupid they don't understand that customers buying from non-EU countries are used to paying these taxes and are well aware of the rates to pay. They promised to take care of this but they still do it. I added a jacket to my cart today, and still they overcharge custom taxes with about 10%. What frauds!! Never again!

 

[Greenredapple]

I just bought a bag from vestiaire. Hope everything goes smoothly. To be honest I am scared just by reading comments here regarding Vestiaire's customer service.

Spend the whole weekend clearing designer stuff that I don't need anymore from the closet. Listed them yesterday. Already received some offers. Of course I got excited until I saw the amount I was offered...

 

[GreenBagsOnly]

I just bought a bag from vestiaire. Hope everything goes smoothly. To be honest I am scared just by reading comments here regarding Vestiaire's customer service.

Spend the whole weekend clearing designer stuff that I don't need anymore from the closet. Listed them yesterday. Already received some offers. Of course I got excited until I saw the amount I was offered...

I cleaned my closet during lockdown and sold about 30 designer items on VC. I usually don't accept offers the first week or so. More often than not, the items sell at the price I want. If an item sits for more than 10 days or so, then I lower the price or open the items to offers.

People can be downright insulting with the lowball offers. Stand your ground!

 

[J'adoreHermes]

I am located in Asia but I guess not all my purchases will go through the Asia office but through the seller's nearest regional office instead?

I just got sent a skirt that was listed as silk, but had 0% content of silk on the composition label, and the label tags were all falling off. None of this was disclosed on the listing and Vestiaire happily sent it to me. Might have been the Paris office as the seller was in Switzerland.

My sister got sent a IT40 dress that was listed as FR40. The actual difference is about 2 or 3 dress sizes and I am appalled that they never bothered to check the difference. That was the Asia office.

Wow. Clearly, my initial statement of the Asia office being stricter is false. The difference between IT40 and FR40 is definitely obvious, and such a mistake is unacceptable. So far, I have only purchased Hermès fine jewelry and home goods from the concierge service based in HK, so the Asia office might prioritize some items over others. Even then, a "silk" skirt not made silk or an incorrect size should not be overlooked. I will definitely be more vigilant with future purchases.