Vestiaire Collective experiences?

[Julija]

Hi everyone, I'm a new seller to VC and I would appreciate if you could help me with some doubts. I like to see how VC works so I listed some inexpensive items around 200€ to check out the platforms. I have one bag that is fairly in demand so i receive a lot of interest and offers. But potential buyers behavior seems odd to me. A lot of offers cone in not rounded numbers, like 182.53€ for example? is it normal? why would anyone bother with cents? why not 187 o 188?
and another thing, yesterday a buyer accepted my counter offer of 195€ but never bought the item so negotiation was closed. and now this buyer is back with an offer of 194.02€ which so odd to me. obviously i don't mind the difference but it just seems so strange to me. if you failed to buy at previous offer for sone reason, why not to come back with 195? can someobe please enlighten my if i'm missing something?

 

[CrackBerryCream]

Hi everyone, I'm a new seller to VC and I would appreciate if you could help me with some doubts. I like to see how VC works so I listed some inexpensive items around 200€ to check out the platforms. I have one bag that is fairly in demand so i receive a lot of interest and offers. But potential buyers behavior seems odd to me. A lot of offers cone in not rounded numbers, like 182.53€ for example? is it normal? why would anyone bother with cents? why not 187 o 188?
and another thing, yesterday a buyer accepted my counter offer of 195€ but never bought the item so negotiation was closed. and now this buyer is back with an offer of 194.02€ which so odd to me. obviously i don't mind the difference but it just seems so strange to me. if you failed to buy at previous offer for sone reason, why not to come back with 195? can someobe please enlighten my if i'm missing something?

Odd numbers: buyers from outside of EU are probably entering their local currency.

The odd buyer: maybe they forgot and missed the timeframe in which they have to pay. Then remembered...

 

[Julija]

Odd numbers: buyers from outside of EU are probably entering their local currency.

The odd buyer: maybe they forgot and missed the timeframe in which they have to pay. Then remembered...

thank you so much, it totally makes sense! i was so confused about odd numbers haha

 

[CrackBerryCream]

thank you so much, it totally makes sense! i was so confused about odd numbers haha

You're very welcome. I keep looking at bags on VC (despite hating their service and professionality) and see so many from the US and Asia (I'm also based in the EU).

 

[Ylesiya]

I am not disagreeing with you, guess my point is that they are just unbelievably arrogant setting up the business that whole idea is around authenticating the items and in reality they only check 'original' receipts (unable to handle even the repair ones like in your case).

I agree with you completely.
It is getting worse and worse with every single day. I suppose this is partially due to the cutting the cost on the staff although based on their declared profit they surely could afford a better personnel!
I have no idea why they have some sort of personal vendetta against me despite the fact that I sold almost 80 items on their platform including VERY expensive Cartiers and Tiffany's.
This is what they came up with regards to my refused items:


So, these people are UNABLE to verify items without the original documentation basically - this is what in fact they are telling here. One has to be completely out of their minds to verify based on copies of receipts and even original receipts. One could have bought original Chanel earrings and sent them a replica together with the original document - have they even thought about the fact that authentication is not just checking the receipt?

And another blunt refusal yesterday, brand new Chanel necklace which is in high demand as it is no longer produced:


This is the stamp:


And all this while website is full with replicas which they let go through.
I even wrote to them asking that if they have a problem with me as a seller, then at least have a decency to let me know and clarify the issues rather than engage in this disgusting behaviour.

I swear, if they don't fix this, I will start looking for a magazine to give interview about this whole authentication business and Vestiaire Collective in particular as they really deserve to be slaughtered.

 

[Ylesiya]

Regarding VC indifference towards fake listings and its blind trust in their curation team, I can tell you this little story.

I collect LV ready-to-wear and am therefore somewhat knowledgeable in that area. I noticed that ever since Kim Jones' last collection more and more counterfeit LV ready-to-wear is made and sold, especially the easy-to-copy, yet sought-after designs by Virgil Abloh, the company's latest menswear creative director.

However, the counterfeiters don't bother to copy the item codes on the care tags they sew into their fake clothes. So you find various 2019 / 2020 / 2021 designs with the same item code from a random 2018 collection.

I flagged a couple of items with that item code and wrote VC customer service a lengthy e-mail with examples etc. and below is what they replied to me.

Buying on VC is getting riskier by the day, as they basically don't know how to authenticate the items they approve for sale or for shipment to the buyers. Not to mention how dangerous direct shipping is in regards to authenticity.

​

​ ​ Janace (Support Vestiaire Collective) 17.01.2021, 12:54 MEZ I’m so glad to hear that you’ve found an item you are interested in on Vestiaire Collective! Thank you for sending proofs and for investigating it. Vestiaire Collective is an international marketplace where we want our members all over the world to discover, buy and sell luxury pre-loved fashion with confidence, so thank you for taking the time to raise a concern about the White Cotton T-shirt LOUIS VUITTON with the reference number 13403709. I can assure you that every item published on our website has been carefully checked by our Curation Team. However, it can be difficult for us to judge an item based on the photographs provided by the Seller. This is why as part of the Authentication process each sold item is thoroughly checked again by our Quality Control team, to confirm that the item matches its description, and corresponds to the brand standards. If this is not the case, the order will be cancelled and the full amount refunded. I hope this answers all your questions, and I remain at your disposal should you need anything else. Best wishes, Jan for Vestiaire Collective

Thank you for the story, @Wentworth-Roth!
This is what also strikes me: if one has some experience in certain brands/items, you would spot problems straight away. Also, even if in doubt, curators (or whoever they are) can request for more clear photos like they do with me all the time despite super clear pics of brand stamps provided in each of my listings. But often I see bogus listings with 2-3 blurred photos - how on Earth did they manage to approve them?!
These are not just double standards, this is absence of any standards.
With regards to direct shipping: I understand the buyer has an option to choose either direct shipping or shipping through VC hub with authentication? So at least a buyer can decide whether to take risk or not. However, given the recent quality of authentication, there is no material difference.
I just went to read reviews on Trustpilot and this is a total horror. I do not understand how a company can operate with the flaws like what people describe. VC also obviously uses bots to raise their ratings on the review websites but this is so clear when the review is genuine or generic.
I have to send them 1 item today which was bought over the weekend but honestly - now I am scared. It is scary to sell through eBay due to their zero seller protection, but I thought at least with 25% fee you are safe and don't need to worry about anything. It really used to be much better and I am struggling to understand what is the reason for such a rapid and horrible decline.

 

[mwk]

Their CS in legendary in being repetitive and usually after gain basic understanding of the issue, they still unable to help. Most of the time they have to escalate the matter to upper members of staff.

Can someone please advise me do they still operate the policy that all extras shown (e.g. box or care card etc.) in the photos must be sent as they form part of the description?

 

[Ylesiya]

Their CS in legendary in being repetitive and usually after gain basic understanding of the issue, they still unable to help. Most of the time they have to escalate the matter to upper members of staff.

Can someone please advise me do they still operate the policy that all extras shown (e.g. box or care card etc.) in the photos must be sent as they form part of the description?

Yes you must send everything that you showed in the photos unless it is stated in the description that certain items are not included. This is fair to the buyer as what is seen in the listing for sale is automatically considered as included into the package, otherwise it is misleading.
If not everything is sent, their quality control may flag it in their report that certain part of the package is missing and propose an alternative price. There is also an option to write to the buyer and let him/her know what actually is going to be included into the package. If she/he agrees to the new terms, you can print out this communication and send it together with the item - they accept it as the buyer was informed in advance. I did this once when I had a few similar items, the one listed on Vestiaire got sold before that but I had another one, just with the different date stamp. I clarified this with the buyer, she said she was okay, so I printed out this conversation and sent it together with the item.
I also once forgot to send a dustbag which I promised to include with the package and it was flagged during QC, so I ended up sending it separately.

With regards to CS: this also was quite an experience as the first person I talked to said they do not advice to send it as "it may get lost" (WTH?...). I asked how come DHL may suddenly loose the package and no answer was given. Second person I spoke to allowed me to send it and put negotiation on hold while missing item is being sent. Complete lack of alignment and clarity.

 

[mwk]

Yes you must send everything that you showed in the photos unless it is stated in the description that certain items are not included. This is fair to the buyer as what is seen in the listing for sale is automatically considered as included into the package, otherwise it is misleading.
If not everything is sent, their quality control may flag it in their report that certain part of the package is missing and propose an alternative price. There is also an option to write to the buyer and let him/her know what actually is going to be included into the package. If she/he agrees to the new terms, you can print out this communication and send it together with the item - they accept it as the buyer was informed in advance. I did this once when I had a few similar items, the one listed on Vestiaire got sold before that but I had another one, just with the different date stamp. I clarified this with the buyer, she said she was okay, so I printed out this conversation and sent it together with the item.
I also once forgot to send a dustbag which I promised to include with the package and it was flagged during QC, so I ended up sending it separately.

With regards to CS: this also was quite an experience as the first person I talked to said they do not advice to send it as "it may get lost" (WTH?...). I asked how come DHL may suddenly loose the package and no answer was given. Second person I spoke to allowed me to send it and put negotiation on hold while missing item is being sent. Complete lack of alignment and clarity.

This where I got stuck with CS, I'm the buyer in this scenario.

They adamantly tried to tell me it is not unless stated in the description, it is not included. Seller is a lovely person who is happy to send out the extras or accept a return.

Speaking to CS made my head hurt with the person being completely unhelpful going in circles and repeating themselves over and over again , so already dreading speaking to them today, to get it sorted. It was funny when they advised me to speak to the seller and half of the messages where blocked as their where again their terms of usage - so we ended up looking for synonymous words.

Might look through their T&C and find the bit about the photos forming part of the description beforehand.

 

[Ylesiya]

This where I got stuck with CS, I'm the buyer in this scenario.

They adamantly tried to tell me it is not unless stated in the description, it is not included. Seller is a lovely person who is happy to send out the extras or accept a return.

Speaking to CS made my head hurt with the person being completely unhelpful going in circles and repeating themselves over and over again , so already dreading speaking to them today, to get it sorted. It was funny when they advised me to speak to the seller and half of the messages where blocked as their where again their terms of usage - so we ended up looking for synonymous words.

Might look through their T&C and find the bit about the photos forming part of the description beforehand.

I am totally with you on this as if you take photos of the item with something - it is included. I would not expect the seller to include decorative ornaments of course but if you are talking pics of the earrings its in branded box, then my expectation will be that earrings will be shipped in the box unless the seller states clearly the box is for photo purposes only which is again misleading.

Going around in circles - this is my experience as well. Not saying anything helpful, just on and on and on without anything concrete until you give up. I tried to chat yesterday about mass refusal of my listings which is still happening and this was one of the most stupid conversations I ever had. I have a feeling they are trained to do this but I am not sure what Vestiaire Collective is trying to achieve with this sort of behaviour.

 

[mwk]

I am totally with you on this as if you take photos of the item with something - it is included. I would not expect the seller to include decorative ornaments of course but if you are talking pics of the earrings its in branded box, then my expectation will be that earrings will be shipped in the box unless the seller states clearly the box is for photo purposes only which is again misleading.

Going around in circles - this is my experience as well. Not saying anything helpful, just on and on and on without anything concrete until you give up. I tried to chat yesterday about mass refusal of my listings which is still happening and this was one of the most stupid conversations I ever had. I have a feeling they are trained to do this but I am not sure what Vestiaire Collective is trying to achieve with this sort of behaviour.

It is a brand box, care booklet etc. Is this anywhere in their T&C?

Does anyone know better place in Europe that ships to the UK? Best Secret stopped selling to the UK

 

[Foreverbags]

Good afternoon,
I thought I would share another horrific experience with VC here.
According to their policy, if you buy from a business/professional seller, you can return your item within 14 days.
In reality, it is not true. I was given a return link that does not work. Sent 10 emails to customer service, either no reply or a standard email showing me how to get on to the link. I already knew how to get on to the link. It is the link itself that is not working. The customer service advisors do not read emails properly and I do not think I will get a reply until after 14 days after the eligible return period.
The reason I wanted to return the item is because the professional seller cleverly avoided one part of the bag flap where the glazing is cracked. To have it fixed would cost quite a lot of money. Plus I do not like dishonest sellers.
I even sent private message to the seller as I was willing to pay for return postage myself. Again no reply from them, it is obvious they knew the issue and trying to avoid me until 14 days later.
Anyone wish to buy anything from Vestiaire, should avoid it at all cost.

 

[Greenredapple]

Good afternoon,
I thought I would share another horrific experience with VC here.
According to their policy, if you buy from a business/professional seller, you can return your item within 14 days.
In reality, it is not true. I was given a return link that does not work. Sent 10 emails to customer service, either no reply or a standard email showing me how to get on to the link. I already knew how to get on to the link. It is the link itself that is not working. The customer service advisors do not read emails properly and I do not think I will get a reply until after 14 days after the eligible return period.
The reason I wanted to return the item is because the professional seller cleverly avoided one part of the bag flap where the glazing is cracked. To have it fixed would cost quite a lot of money. Plus I do not like dishonest sellers.
I even sent private message to the seller as I was willing to pay for return postage myself. Again no reply from them, it is obvious they knew the issue and trying to avoid me until 14 days later.
Anyone wish to buy anything from Vestiaire, should avoid it at all cost.

Thank you for sharing. I am sorry you have to go through this. I hope vestiaire will step up and resolve the issue.

 

[nicole0612]

Good afternoon,
I thought I would share another horrific experience with VC here.
According to their policy, if you buy from a business/professional seller, you can return your item within 14 days.
In reality, it is not true. I was given a return link that does not work. Sent 10 emails to customer service, either no reply or a standard email showing me how to get on to the link. I already knew how to get on to the link. It is the link itself that is not working. The customer service advisors do not read emails properly and I do not think I will get a reply until after 14 days after the eligible return period.
The reason I wanted to return the item is because the professional seller cleverly avoided one part of the bag flap where the glazing is cracked. To have it fixed would cost quite a lot of money. Plus I do not like dishonest sellers.
I even sent private message to the seller as I was willing to pay for return postage myself. Again no reply from them, it is obvious they knew the issue and trying to avoid me until 14 days later.
Anyone wish to buy anything from Vestiaire, should avoid it at all cost.

Just in case this may be helpful, make sure you are using the desktop site and not the app. The links never work for me on the app.

 

[Luv n bags]

I wonder if anyone else has had this issue?
I sold an item, printed the label and sent to get authenticated. It’s been two weeks. Back and forth with customer service. They told me to check with Fed Ex. I did and was advised “there is no such address” and item is being sent back to me.
How can this be? I downloaded the shipping label directly from the sales page of the item.
When and if I should receive my item back, do I turn around and download the label again? I wonder why the buyer isn’t contacting me for updates since it has been over two weeks.
Thoughts?