Vestiaire Collective experiences?

[Ylesiya]

I get this. But the point is (or was) I sell in VC and pay them a commission precisely so I do not have to do all that or give any thoughts to buyer’s remorse

Trust me, I know what you are talking about ))
I had an experience when I sold a necklace in perfect condition. Checked and accepted by the authentication team. After some time buyer basically starts stalking me on Vestiaire, claiming she received damaged necklace and demanding refunds and so on. After lengthy chats with VC I found out that after she received the item, she sent it back claiming it was not authentic. They checked again and did not find anything wrong with it, so they sent it back to her. And then she is sending it back again (with pearls scratched) making great fuss and leaving nasty comments under my listings saying I am selling counterfeits and damaged items. Brilliant, what can I say.

 

[doni]

Trust me, I know what you are talking about ))
I had an experience when I sold a necklace in perfect condition. Checked and accepted by the authentication team. After some time buyer basically starts stalking me on Vestiaire, claiming she received damaged necklace and demanding refunds and so on. After lengthy chats with VC I found out that after she received the item, she sent it back claiming it was not authentic. They checked again and did not find anything wrong with it, so they sent it back to her. And then she is sending it back again (with pearls scratched) making great fuss and leaving nasty comments under my listings saying I am selling counterfeits and damaged items. Brilliant, what can I say.

Absurd. What’s the point.
When they started this policy and increased the limit of direct shipping to 1k, I talked to a couple of customer support people, to see how I could opt out (you can’t), and they wouldn’t even understand the issue. They kept saying, oh but there is no problem, if the buyer has an issue we will check the item so you are protected...
They are going to mess up what was a very promising business, specially in Europe where we don‘t have fashionphile or yogi or any other option. At this point, that‘s the reason they are surviving, everyone else is worse...

I have now a couple of bags on sale around the 1K line and I will make it clear to buyers making offers that if they opt for direct shipping I will cancel the sale. I don’t care about the stats...

Edit, as I just got an email that they finally checked and cleared a bag I sold on Friday 5th February and sent the following Monday. I thought it was with the buyer already... They claim they got the bag on 16 February

 

[Ylesiya]

Absurd. What’s the point.
When they started this policy and increased the limit of direct shipping to 1k, I talked to a couple of customer support people, to see how I could opt out (you can’t), and they wouldn’t even understand the issue. They kept saying, oh but there is no problem, if the buyer has an issue we will check the item so you are protected...
They are going to mess up what was a very promising business, specially in Europe where we don‘t have fashionphile or yogi or any other option. At this point, that‘s the reason they are surviving, everyone else is worse...

I have now a couple of bags on sale around the 1K line and I will make it clear to buyers making offers that if they opt for direct shipping I will cancel the sale. I don’t care about the stats...

Edit, as I just got an email that they finally checked and cleared a bag I sold on Friday 5th February and sent the following Monday. I thought it was with the buyer already... They claim they got the bag on 16 February

I don't know what's the point when they are working on an assumption that everyone is a very honest holy sweetheart. No idea what exactly they are going to be checking if I receive that bracelet from you and then break the clasp/put on a penmark/smash the box - continue the list... And then these dudes will check and do what?

At some point I even decided stop selling with them but it went on smoothly for some time. Last week they decided one of my items was a counterfeit without giving any explanation, so I had to pay them to get it back. Once I receive it back, I will be taking some actions on the quality of the authentication as I lost all my badges etc.

I totally agree with you that it is getting more and more frustrating while it is supposed to be fun and stress-free for an honest seller.

 

[Deleted 698298]

I’ve been dealing with VC for 4 years now as a buyer and seller. The service is not perfect and commission outrageous but for lack of other similar services in Europe VC has to do for me. My only negative experience with them was when I got an item with DirectShipping and ladies on TPF pointed out to me that it was probably fake. I returned it to VC for inspection, they said it was authentic but gave me a choice of return with no problems and I got my money back.
———-tips———
- If you buy from VC always keep the orange tag which they send after goods control. When you decide to sell on the item just send the tag back with it. VC can’t make a fuss (inauthentic item claims) about sth they already checked in the past.
- Always, absolutely always document your sell, take photos, keep emails/screenshots and be absolutely clear about condition/description etc
- Always be very polite and grateful when dealing with their customer service, I find them incredibly helpful (never once failed to obtain the desired outcome) when I go that extra mile

If you have any other helpful tips please share.

 

[EmilyM111]

I don't know what's the point when they are working on an assumption that everyone is a very honest holy sweetheart. No idea what exactly they are going to be checking if I receive that bracelet from you and then break the clasp/put on a penmark/smash the box - continue the list... And then these dudes will check and do what?

At some point I even decided stop selling with them but it went on smoothly for some time. Last week they decided one of my items was a counterfeit without giving any explanation, so I had to pay them to get it back. Once I receive it back, I will be taking some actions on the quality of the authentication as I lost all my badges etc.

I totally agree with you that it is getting more and more frustrating while it is supposed to be fun and stress-free for an honest seller.

They claimed some time ago that they have no manual way to restore the badge - a year ago my item got stuck in the post office due to Xmas dates being very unfortunate for shipping (and post label was the only option they provided). I escalated but they said sorry love, we can’t change it manually, it’s done.

 

[Ylesiya]

They claimed some time ago that they have no manual way to restore the badge - a year ago my item got stuck in the post office due to Xmas dates being very unfortunate for shipping (and post label was the only option they provided). I escalated but they said sorry love, we can’t change it manually, it’s done.

They have no manual way of doing anything.
Few stories: I sold a VERY expensive necklace once and DHL simply refused to take the item due to its value without proper customs and insurance arrangements which Vestiaire Collective had to make. It took them days, item was on hand but the clock was ticking - my item could not be shipped. I tried to reach out to them because clearly it was not my fault but no one could do anything and my stats were affected for late sending of the item. WTH?..

Another feature they have is that the payment is released thee next day item is shipped to the buyer after authentication. My item was compliant but payment was not released for over a week. I started to make enquiries and they said there was a problem with the buyer's address. The story was that a person bought this item and then asked me to cancel because she changed her mind. I refused as these days if you cancel the sale for whatever reason, your stats are affected (there was a time you could cancel within few days without penalties). I suggested she talks to VC but I can't help her by damaging my stats. So I sent the item to the warehouse anyway. Seems like the buyer decided to play this game by changing her address to non existent one, so that VC could not ship the item. So they did not. And did not pay me. No item, no money and no one cared until I made a great fuss

 

[EmilyM111]

They have no manual way of doing anything.
Few stories: I sold a VERY expensive necklace once and DHL simply refused to take the item due to its value without proper customs and insurance arrangements which Vestiaire Collective had to make. It took them days, item was on hand but the clock was ticking - my item could not be shipped. I tried to reach out to them because clearly it was not my fault but no one could do anything and my stats were affected for late sending of the item. WTH?..

Another feature they have is that the payment is released thee next day item is shipped to the buyer after authentication. My item was compliant but payment was not released for over a week. I started to make enquiries and they said there was a problem with the buyer's address. The story was that a person bought this item and then asked me to cancel because she changed her mind. I refused as these days if you cancel the sale for whatever reason, your stats are affected (there was a time you could cancel within few days without penalties). I suggested she talks to VC but I can't help her by damaging my stats. So I sent the item to the warehouse anyway. Seems like the buyer decided to play this game by changing her address to non existent one, so that VC could not ship the item. So they did not. And did not pay me. No item, no money and no one cared until I made a great fuss

Things you've said...make me have a hyperventillation.
I was super lucky when I sold my brand new Birkin (didn't like it in the end but you know that at home heyho). The shipment was with UPS Saver (I did ask about insurance and they said yeah but I wasn't holding my breath), then they misplaced or witheld the receipt and I was lucky the buyer was fine with this (I recorder putting it in) and we had a good chat about the bag.
I pray I don't have to sell anything ever again there. The issue I have which I already mentioned is that despite having promo commission at my friends marketplace and also a few boutique-type places to sell, selling a new Birkin in Poland is a pain (people believe they'll get one from the Warsaw boutique, yeah I wish them luck at this stock) or buyers don't care about no-logo bags such as BV or Celine (they would buy them yes at 5% of the price but with a receipt, dustbag and box).
Their poor service will make my savings grow. Yesterday was thinking -should I buy Dior Caro or maybe that denim Lady Dior I liked...and then I thought, knowing I'd sell after I'm bored, that going through VC is the last thing I want in life hahahaha.

 

[CrackBerryCream]

Regarding the lack of other services in the EU (I feel the same way btw as a buyer in the EU): have you considered local consignment stores? I think some will buy it outright, so you are off the hook and others probably have it sit around at their store until it sells? In France there is also CollectorSquare ( feel they are buying outright, but not sure) and JoliCloset (same principle as VC).

After reading the comments here I was wondering if it would help to have a platform connect sellers with smaller consignment stores, who will buy it outright if their authentication and condition check passes, so you don't have to deal with another buyer.

 

[doni]

So I now just got a message that the bracelet is on its way to me. No explanation. No reason.

 

[EmilyM111]

Regarding the lack of other services in the EU (I feel the same way btw as a buyer in the EU): have you considered local consignment stores? I think some will buy it outright, so you are off the hook and others probably have it sit around at their store until it sells? In France there is also CollectorSquare ( feel they are buying outright, but not sure) and JoliCloset (same principle as VC).

After reading the comments here I was wondering if it would help to have a platform connect sellers with smaller consignment stores, who will buy it outright if their authentication and condition check passes, so you don't have to deal with another buyer.

Not sure it was directed to me, but will answer. Yes, I did but locally nobody has $ to buy outright. Only DesignerWishbags in Belgium does it (to my knowledge) but only for Chanel and Hermes and she's ruthless with pricing.
On the platforms, it's interesting - my friend wanted to offer something like that in Poland (lower her commission to a very low level for the consignments stores) but they all refused. Here reason for that is that typically these are businesses run by bored wives of rich guys (I personally know the ladies so no offence lol) who are super comfortable selling 5 bags per month and getting their pocket money and are unable to see the opportunity.

 

[CrackBerryCream]

Not sure it was directed to me, but will answer. Yes, I did but locally nobody has $ to buy outright. Only DesignerWishbags in Belgium does it (to my knowledge) but only for Chanel and Hermes and she's ruthless with pricing.
On the platforms, it's interesting - my friend wanted to offer something like that in Poland (lower her commission to a very low level for the consignments stores) but they all refused. Here reason for that is that typically these are businesses run by bored wives of rich guys (I personally know the ladies so no offence lol) who are super comfortable selling 5 bags per month and getting their pocket money and are unable to see the opportunity.

Thank you! I understand where the problem is now. I co-built a marketplace for luxury shops several years ago and also experienced those bored housewives (own product lines though). Were in because they were friends with the founder, but they weren't able/motivated to run the businesses properly...

 

[Ylesiya]

Okay, I thought it can't get worse but it can.
I sold earrings two days ago and immediately sent them to the warehouse. Item arrived there yesterday.
Just now I receive email from them that they received the package but the item WAS NOT THERE. They've got the box but the box was empty.
What in the name of ...?!!!!
I wrote to them that the earrings were in the plastic ziploc as the Chanel box was flaky inside, packed together with the box into the bubble wrap and then with the copy of the invoice this whole set was sealed into DHL packet which, in turn, was in another main DHL packet.
I suspect some idiot in their warehouse threw away bubblewrap together with the earrings. This is not the first time I pack my items like this, so I am honestly in a state of a total shock.

Any advice?!! This is just beyond my comprehension, that now they are saying that maybe I forgot to send the earrings?!!!

 

[Ylesiya]

So I now just got a message that the bracelet is on its way to me. No explanation. No reason.

Let us know when it arrives?

 

[doni]

Any advice?!! This is just beyond my comprehension, that now they are saying that maybe I forgot to send the earrings?!!!

OMG, at loss as to what to say... What a disaster.
Make sure of making lots of noise and keep the transcript of the chats. It is all I can say.

 

[Ylesiya]

I really don't understand how they can say anything like this when to actually SHIP item with DHL, I have to hand it over to the courier and they have to check the package before sealing it? And that each package comes with the declaration of the contents which is signed and checked?
Still no news on my earrings but this is an absolutely shocking experience!!!

And another issue today: one of my items was returned to me and today I receive message from DHL saying I have to pay customs tax!!! What?!! This is my item!! Which means that some idiot in VC did not do customs declaration for the package properly, which, together with the issue described above, tells you bloody everything about their competence!
I have never had more ridiculous experience in my life!