Vestiaire Collective experiences?

[CrackBerryCream]

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.

They need to receive your cancellation message within 14 days, they don't have to answer it. And, I believe (but do your research please) you have another 14 days to send the item back. In theory the sellers never has to comment on it. If you send it back and have proof of both the messages and the return shipping (tracking!) you can file a chargeback if they chose to ignore you. I would also recommend taking a video of you packing the item and putting the shipping label on.

But it's annoying that you have to pay for shipping yourself if they don't answer. Usually they will provide a return label. Apart from the link you can always write them messages that it doesnt work and to please send your return label by email ASAP

 

[Foreverbags]

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.

Thanks.
I have even used different laptops.
Xxx

 

[Foreverbags]

They need to receive your cancellation message within 14 days, they don't have to answer it. And, I believe (but do your research please) you have another 14 days to send the item back. In theory the sellers never has to comment on it. If you send it back and have proof of both the messages and the return shipping (tracking!) you can file a chargeback if they chose to ignore you. I would also recommend taking a video of you packing the item and putting the shipping label on.

But it's annoying that you have to pay for shipping yourself if they don't answer. Usually they will provide a return label. Apart from the link you can always write them messages that it doesnt work and to please send your return label by email ASAP

Thanks.
I will try again on Monday.
This will probably be my last purchase from Vestiaire. Xxxx

 

[Ylesiya]

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.

Hi @Foreverbags , I hope it is not too late.
I have the same issues with VC support so this is what I can recommend:
- Continue sending emails: just the same email but 3 times a day.
- try changing your geographical location to different part of the world. I am located in Asia and CS here is really, really bad. For example, today CS advisor just simply disconnected me from the chat. Try changing your location to US for example, I find sometimes it helps.
- Take screenshots of the issue you are facing and send them to CS both via chat and email. I would also suggest to demand to escalate this issue to expert level (whatever that means, haha) because the staff which responds in the chat or generic emails has competency close to zero.
- try posting review on Trustpilot - they read it. Try writing to their insta, twitter, facebook.

I would not advice to just send the item back at your own cost because if the seller is dishonest, they may just refuse to accept the parcel. Make sure you have all the proof this is not your fault, also good to take video of you clicking return link and showing it is not working.
I have no idea what is going on with this platform, just had a very strange issue myself and will share it in the next post.

 

[Ylesiya]

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?

Was it direct shipping or shipping to their warehouse?
Did your item start to be tracked in the system?
Was your sale cancelled or not yet?
Did you check the shipping address on the label and what did it say? Is it within the same country?

 

[Ylesiya]

Just today ran into another issue with Vestiaire.
A buyer has made me an offer on the item and I made a counter offer. My offer was accepted, and the buyer had 1 hour to buy the item.
After 1 hour nothing happened, but when I went to check on my item, it was shown as sold!



There was no date, nothing. When I went to check on the negotiating area, this is what it said:


CS as usual is of zero help, no one understands what is going on. They only said that in their system the item is shown as not yet sold and told me to wait.
The problem is that I had a similar issue before with a different item (actually exactly the same issue) and I managed to get into the contact with the buyer. She was claiming her credit card was charged as she paid for the item but I on my side never received any notifications, emails or sms. It all ended up with me cancelling the sale (by clicking onto "Item Unavailable" button) and this is when I received whole bunch of all the SMS, emails and notifications about "Congratulations! Your item has sold" blah blah.
Anyone experienced this before?

 

[Luv n bags]

Was it direct shipping or shipping to their warehouse?
Did your item start to be tracked in the system?
Was your sale cancelled or not yet?
Did you check the shipping address on the label and what did it say? Is it within the same country?

It was shipping to their NY office (same country). I did just notice the label is an RMA number. I think it the company screwed up. I just hope I get my item back!

 

[Foreverbags]

Hi @Foreverbags , I hope it is not too late.
I have the same issues with VC support so this is what I can recommend:
- Continue sending emails: just the same email but 3 times a day.
- try changing your geographical location to different part of the world. I am located in Asia and CS here is really, really bad. For example, today CS advisor just simply disconnected me from the chat. Try changing your location to US for example, I find sometimes it helps.
- Take screenshots of the issue you are facing and send them to CS both via chat and email. I would also suggest to demand to escalate this issue to expert level (whatever that means, haha) because the staff which responds in the chat or generic emails has competency close to zero.
- try posting review on Trustpilot - they read it. Try writing to their insta, twitter, facebook.

I would not advice to just send the item back at your own cost because if the seller is dishonest, they may just refuse to accept the parcel. Make sure you have all the proof this is not your fault, also good to take video of you clicking return link and showing it is not working.
I have no idea what is going on with this platform, just had a very strange issue myself and will share it in the next post.

Thank you.
Yes, agree if the seller is so dishonest with the listing, I should not send it back myself.
Being persistent might pay off and will keep you posted.
I am just so disappointed at how bad this website has become.
Xxx

 

[Luv n bags]

Just today ran into another issue with Vestiaire.
A buyer has made me an offer on the item and I made a counter offer. My offer was accepted, and the buyer had 1 hour to buy the item.
After 1 hour nothing happened, but when I went to check on my item, it was shown as sold!

View attachment 5036752

There was no date, nothing. When I went to check on the negotiating area, this is what it said:
View attachment 5036753

CS as usual is of zero help, no one understands what is going on. They only said that in their system the item is shown as not yet sold and told me to wait.
The problem is that I had a similar issue before with a different item (actually exactly the same issue) and I managed to get into the contact with the buyer. She was claiming her credit card was charged as she paid for the item but I on my side never received any notifications, emails or sms. It all ended up with me cancelling the sale (by clicking onto "Item Unavailable" button) and this is when I received whole bunch of all the SMS, emails and notifications about "Congratulations! Your item has sold" blah blah.
Anyone experienced this before?

Maybe this happened to me. In a matter of hours, I sold three items. Two went through smoothly. The last one is lost. Buyer of third item sent an offer, which I accepted and they accepted. Nothing further from buyer. It’s been two weeks since I sent the item to their NY office. Thank goodness the item that is missing is not the higher priced items I have for sale. Still hoping to get it back.

 

[nicole0612]

Just today ran into another issue with Vestiaire.
A buyer has made me an offer on the item and I made a counter offer. My offer was accepted, and the buyer had 1 hour to buy the item.
After 1 hour nothing happened, but when I went to check on my item, it was shown as sold!

View attachment 5036752

There was no date, nothing. When I went to check on the negotiating area, this is what it said:
View attachment 5036753

CS as usual is of zero help, no one understands what is going on. They only said that in their system the item is shown as not yet sold and told me to wait.
The problem is that I had a similar issue before with a different item (actually exactly the same issue) and I managed to get into the contact with the buyer. She was claiming her credit card was charged as she paid for the item but I on my side never received any notifications, emails or sms. It all ended up with me cancelling the sale (by clicking onto "Item Unavailable" button) and this is when I received whole bunch of all the SMS, emails and notifications about "Congratulations! Your item has sold" blah blah.
Anyone experienced this before?

This is happened to me multiple times. You will also notice sometimes you can make an offer on an item but when you click on it it says it is sold. I was told by customer service, but who knows what the actual case is, that this means they are verifying the buyer’s payment. If the payment goes through, then they will send you an email with a shipping label. If their payment does not go through, it will become available for sale again and the sold marking will disappear. When it happened to me, it was because the buyer used a bank transfer to fund the purchase and the bank was closed over the weekend so they could verify for a few days. It was a $7k item and it was finally verified about 4 days after it was marked “sold”, and then within 24 hours I received the shipping label in my email.

 

[nine bags nanc]

I am so nervous about buying from Vestiaire as I have heard lots of stories but I have just taken the plunge and bought a Christian Dior skirt. Is it possible to get RTW authentication?

 

[Foreverbags]

Hi @Foreverbags , I hope it is not too late.
I have the same issues with VC support so this is what I can recommend:
- Continue sending emails: just the same email but 3 times a day.
- try changing your geographical location to different part of the world. I am located in Asia and CS here is really, really bad. For example, today CS advisor just simply disconnected me from the chat. Try changing your location to US for example, I find sometimes it helps.
- Take screenshots of the issue you are facing and send them to CS both via chat and email. I would also suggest to demand to escalate this issue to expert level (whatever that means, haha) because the staff which responds in the chat or generic emails has competency close to zero.
- try posting review on Trustpilot - they read it. Try writing to their insta, twitter, facebook.

I would not advice to just send the item back at your own cost because if the seller is dishonest, they may just refuse to accept the parcel. Make sure you have all the proof this is not your fault, also good to take video of you clicking return link and showing it is not working.
I have no idea what is going on with this platform, just had a very strange issue myself and will share it in the next post.

The latest!
I have received an email from them saying NOT TO send them any emails regarding the same issue because they are very busy. So, they read my emails but did not resolve my problem.
In the meantime, I was told to try their FAQ sections!!!!! The email was also titled in Italian but content written in English.

 

[Foreverbags]

Just in case anyone is interested.
On YouTube there is a new video called "Exposing Vestiaire Collective". I found it last night but didn't have a chance to finish it.
Xxx

 

[Ylesiya]

Just in case anyone is interested.
On YouTube there is a new video called "Exposing Vestiaire Collective". I found it last night but didn't have a chance to finish it.
Xxx

I'm interested and I'll watch it tonight.
I would still suggest writing to them and responding that you would stop once you have a reasonable response. + Write about this situation on different platforms. Public post on FB, tag VC, etc etc.

 

[Ylesiya]

Just in case anyone is interested.
On YouTube there is a new video called "Exposing Vestiaire Collective". I found it last night but didn't have a chance to finish it.
Xxx

I watched it last night: basically nothing new except few stories by ladies who were struggling with English. Most common story I hear is "I bought *something* on Vestiaire Collective, it got authenticated, I wore it and then decided to sell there as well and they told me it's a fake".
However, one interesting insight was that they don't have authenticators specialising in brands. What they have is merely "authenticators" specialising in product types like bags, jewellery, accessories etc. This was a bit of a shock. I understand you can't have an authorised authenticator for Chanel but you can have someone with experience and a certain level of real expertise. Not a certified authenticator obviously because only Chanel can provide such an authorisation, but a real experienced expert. You can't authenticate just "bags". In some way it explains a lot of what's going on on VC including lots of fakes that they let through to be listed. If you have some experience with a certain brand, you will spot a problem in a blink of an eye. I understand when these are some not very common brands but they allow very obvious fakes of such brands like Chanel, Hermes, LV, Cartier, VCA etc to be listed.
Also seeing how they cut the expense corners with customer support, I am not surprised if they cut them in the same way with "experts".