Vestiaire Collective experiences?

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#811
Hi everyone,

I have been a silent lurker on TPF for most of the time and just read this entire thread. I wish I was smart enough to investigate earlier and read this thread, before I did my first purchase on Vestiaire Collective. Because you can add me to the extensive list of buyers that had a very bad experience.

I ordered an Isabel Marant top I was looking for for quite some time from 2014. As soon as it appeared on the site of VC, I think I just lost all common sense and purchased the top faster than anyone could have said "Isabel Marant". I feel so stupid now. The item was indicated to be in "very good condition" and quality control also confirmed the item to be in "very good condition". Apart from the fact that it took two weeks for the seller to send the item to VC. I finally received my order after three weeks. But when I received it, it had big holes in the back of the shirt, apart from loose threads all over. I was so disappointed. I know it is made of delicate fabric (like a woven fabric), but I don't think holes are acceptable. I can't believe the seller sold this item and that quality control missed it. Although after reading all the stories, I now understand how they missed it. I am sure they didn't check the item at all.

I am very worried now, hope I can get a full refund, and already sent some emails to VC. Did not receive an answer yet. I already opened a dispute with Paypal (hopefully it will help to put a bit more pressure on my case??) and will escalate it into a claim if I haven't received any desirable outcome from VC by the end of this week.

I wrote a long email to VC to express my complaint. If it would be useful to anyone that is in a similar situation, receiving an item that is fake or damaged, or just not as described, I would be happy to share what I wrote to VC if that would be of any help.

I just can't understand how an organization that seems to have the worst customer service can continue their business in this way, victimizing so many buyers/sellers, without any consequences.

Sorry for my rant. I just hope that sharing my story would be helpful in the same way as the other stories here really helped me.
 
#812
Kaypa said:
Hi everyone,



I have been a silent lurker on TPF for most of the time and just read this entire thread. I wish I was smart enough to investigate earlier and read this thread, before I did my first purchase on Vestiaire Collective. Because you can add me to the extensive list of buyers that had a very bad experience.



I ordered an Isabel Marant top I was looking for for quite some time from 2014. As soon as it appeared on the site of VC, I think I just lost all common sense and purchased the top faster than anyone could have said "Isabel Marant". I feel so stupid now. The item was indicated to be in "very good condition" and quality control also confirmed the item to be in "very good condition". Apart from the fact that it took two weeks for the seller to send the item to VC. I finally received my order after three weeks. But when I received it, it had big holes in the back of the shirt, apart from loose threads all over. I was so disappointed. I know it is made of delicate fabric (like a woven fabric), but I don't think holes are acceptable. I can't believe the seller sold this item and that quality control missed it. Although after reading all the stories, I now understand how they missed it. I am sure they didn't check the item at all.



I am very worried now, hope I can get a full refund, and already sent some emails to VC. Did not receive an answer yet. I already opened a dispute with Paypal (hopefully it will help to put a bit more pressure on my case??) and will escalate it into a claim if I haven't received any desirable outcome from VC by the end of this week.



I wrote a long email to VC to express my complaint. If it would be useful to anyone that is in a similar situation, receiving an item that is fake or damaged, or just not as described, I would be happy to share what I wrote to VC if that would be of any help.



I just can't understand how an organization that seems to have the worst customer service can continue their business in this way, victimizing so many buyers/sellers, without any consequences.



Sorry for my rant. I just hope that sharing my story would be helpful in the same way as the other stories here really helped me.
Click to expand...


I hope it all works out for you! I'm sorry :(
 
#815
I have purchased Chanel and Hermes items on four different occasions from Vestiaire. I have to say that I have been very happy with them. And I read up on them before purchasing. I have had the more expensive items authenticated independently and they checked out fine. They have an incredible selection. And their customer service has been very responsive when I contacted them. They say receipt can take up to 30 days but mine have been very quick, most less than a week.

The commission is 20-25% which is clearly listed on their website. I guess yes it is higher than if you sell yourself on ebay but its much better than a consignment store where they take 40-60%.

As far as buying I had only one issue on which I was a bit disappointed. I bought a scarf that was listed as very good and I really thought it should have been good. So now I really look at the photos well. And I kept it because I really wanted it anyway.

I will say that I have noticed that some sellers write a glowing description and say the item is perfect and then check fair condition. This is a trick because Vestiaire doesn't check the text description for accuracy, just the category. The sellers act like they are being generous in rating it lower but that's what they are up to.

I haven't had to return anything. You should know before buying that there are no refunds if you just decide you don't like it. I probably wouldn't buy vintage clothing online but thats just me. I'd want to see it. Especially if they don't accept returns. You also have the option of listing the item for 0 commission to sell it if you just don't like it.

Also I think you have to be careful buying the ready to ship items. That means Vestiaire has them at their warehouse because they were returned by someone else. They might downgrade the condition etc and they are guaranteed authentic, but clearly someone was disappointed.

So I would say yes, check the photos very well to be sure you will be happy with the condition. Perhaps be very selective with what you buy. But I think Vestiaire is a great place to buy and I'm planning to sell a few items with them as well.
 
#816
My stuff from vestiaire has always been ok but the last order I made took 2 weeks for the item to be received and was up to 3weeks to get the item to me. I also ordered another item but the day after ordering the seller put up a note to say she was out of the country and couldn't post anything. Now I'm waiting 30 days for a refund.

Everything has been authentic so far, but some things I think are in worse condition than stated.

I'll still use them but like most people here, check the pics and description thoroughly and don't expect a fast shipment.
 
#817
Hello everyone,

Following up on my last VC order which I returned, I think I may have some advice for those of you looking for a refund.
Rather than venting via mail to their staff (which was what I wanted the most but oh well...) I sent them an email in the same format I would at work, i.e., writing all relevant parts bold (dates, numbers and quoting the paragraphs in their terms and conditions).
Since their customer service is the worst ever, I guess they deliberately ignore all long and complex emails from us! Anyway, that simplified email did the job for me and the refund and everything went through real quick. I even got an apology :-D
I didn't even have to get mail CCcompany involved...
Good luck to everyone having the occasional VC relapse and literally paying the price for that//returning items ;-) ;-)
 
#818
hanzi said:
Hello everyone,

Following up on my last VC order which I returned, I think I may have some advice for those of you looking for a refund.
Rather than venting via mail to their staff (which was what I wanted the most but oh well...) I sent them an email in the same format I would at work, i.e., writing all relevant parts bold (dates, numbers and quoting the paragraphs in their terms and conditions).
Since their customer service is the worst ever, I guess they deliberately ignore all long and complex emails from us! Anyway, that simplified email did the job for me and the refund and everything went through real quick. I even got an apology :-D
I didn't even have to get mail CCcompany involved...
Good luck to everyone having the occasional VC relapse and literally paying the price for that//returning items ;-) ;-)
Click to expand...


Glad it worked out for you. That is good advice. I really have had good experience with them and their customer service.
 
#819
Kaypa said:
Hi everyone,

I have been a silent lurker on TPF for most of the time and just read this entire thread. I wish I was smart enough to investigate earlier and read this thread, before I did my first purchase on Vestiaire Collective. Because you can add me to the extensive list of buyers that had a very bad experience.

I ordered an Isabel Marant top I was looking for for quite some time from 2014. As soon as it appeared on the site of VC, I think I just lost all common sense and purchased the top faster than anyone could have said "Isabel Marant". I feel so stupid now. The item was indicated to be in "very good condition" and quality control also confirmed the item to be in "very good condition". Apart from the fact that it took two weeks for the seller to send the item to VC. I finally received my order after three weeks. But when I received it, it had big holes in the back of the shirt, apart from loose threads all over. I was so disappointed. I know it is made of delicate fabric (like a woven fabric), but I don't think holes are acceptable. I can't believe the seller sold this item and that quality control missed it. Although after reading all the stories, I now understand how they missed it. I am sure they didn't check the item at all.

I am very worried now, hope I can get a full refund, and already sent some emails to VC. Did not receive an answer yet. I already opened a dispute with Paypal (hopefully it will help to put a bit more pressure on my case??) and will escalate it into a claim if I haven't received any desirable outcome from VC by the end of this week.

I wrote a long email to VC to express my complaint. If it would be useful to anyone that is in a similar situation, receiving an item that is fake or damaged, or just not as described, I would be happy to share what I wrote to VC if that would be of any help.

I just can't understand how an organization that seems to have the worst customer service can continue their business in this way, victimizing so many buyers/sellers, without any consequences.

Sorry for my rant. I just hope that sharing my story would be helpful in the same way as the other stories here really helped me.
Click to expand...



Their customer service is really bad! Out of Belgium you cannot even reach the customer service by phone, the number they show is not anymore used.
I am stuck with a bag that was also worser then described, I was allowed to send it back for a second control. Then I got a message that I could not return the item because it was sold by a private person!! I mailed them back saying that that is not a valid excuse since they as a company are involved by receiving commission and doing a quality and authenticy check.
Few weeks later my Missoni jumper arrived, again not as described, also holes in! I immediately attacked the seller by saying it in a comment under an item she still had for sale, took pictures and mailed them to VC and immediately said that they do not need to come with the excuse that the seller is a private person etc... They took the jumper back, only now allready waiting two months for my refund... Same with a dress I never received...
But I also must say that I got some great items from the site. But you need to be lucky with the seller because VC is only there to take money...


So do not give up and be arrogant to them!
 
#820
PurseAddi said:
Their customer service is really bad! Out of Belgium you cannot even reach the customer service by phone, the number they show is not anymore used.
I am stuck with a bag that was also worser then described, I was allowed to send it back for a second control. Then I got a message that I could not return the item because it was sold by a private person!! I mailed them back saying that that is not a valid excuse since they as a company are involved by receiving commission and doing a quality and authenticy check.
Few weeks later my Missoni jumper arrived, again not as described, also holes in! I immediately attacked the seller by saying it in a comment under an item she still had for sale, took pictures and mailed them to VC and immediately said that they do not need to come with the excuse that the seller is a private person etc... They took the jumper back, only now allready waiting two months for my refund... Same with a dress I never received...
But I also must say that I got some great items from the site. But you need to be lucky with the seller because VC is only there to take money...


So do not give up and be arrogant to them!
Click to expand...

Thanks and I am so sorry to hear that you had such bad experiences with their customer service (as well). Their customer service also tried to convince me to send back the item for a second quality control, while I already sent them pictures that clearly showed the top had several holes in it. I am not willing to send the top back, leaving it up to them to decide if I am eligible for a refund or not. Reading previous posts (and I read every single one of them), there is a significant chance that the moment they receive the top and have a second look at it, they will probably tell me the same, namely that the top was sold by a private person and therefore they cannot refund me.

Paypal advised me not to return the top to VC and giving them the power to decide if I should receive a refund or not. I am still dealing with this issue, so prefer to update on the outcome when it is resolved.

Did you pay with Paypal? Can you not file a Paypal claim for all or some of the items you mentioned in your post?
 
#821
I have mixed feelings about VC.

I've bought two Hermès scarves so far. One was perfect - exactly as described and in excellent condition. The other had obviously been worn many times, had not been cleaned and had some marks and snags - definitely not in "very good" condition as described. But I decided to keep it as I could live with the admittedly small defects and wash the scarf myself.

I've tried selling items on the site and was really disappointed by the experience. I wasn't expecting to have to negotiate the selling price with them before items could be listed, and they seemed to ignore the fact that people in different countries might not have paid the same price something goes for in France. I also got fed up of comments from VC members about how they could buy the same item brand new in Paris for only slightly more. Some seem to forget this isn't just a website for French sellers and buyers. This (and snarky comments about sellers themselves) seems to happen frequently. It doesn't always make for a nice environment.

I decided to sell on eBay instead as that's surprisingly less of a headache.
 
#822
amber_j said:
I have mixed feelings about VC.

I've bought two Hermès scarves so far. One was perfect - exactly as described and in excellent condition. The other had obviously been worn many times, had not been cleaned and had some marks and snags - definitely not in "very good" condition as described. But I decided to keep it as I could live with the admittedly small defects and wash the scarf myself.

I've tried selling items on the site and was really disappointed by the experience. I wasn't expecting to have to negotiate the selling price with them before items could be listed, and they seemed to ignore the fact that people in different countries might not have paid the same price something goes for in France. I also got fed up of comments from VC members about how they could buy the same item brand new in Paris for only slightly more. Some seem to forget this isn't just a website for French sellers and buyers. This (and snarky comments about sellers themselves) seems to happen frequently. It doesn't always make for a nice environment.

I decided to sell on eBay instead as that's surprisingly less of a headache.
Click to expand...


I agree with you 100%.

There are some really nasty people on VC who seem to have nothing better to do than to post inane comments.

I am quite successful as a seller but their high commission and back and forth negotiating is putting me off.
 
#823
Most of my items are very rare and unworn. I agree that there are so many sellers on VC that misrepresent their items. I have received four faulty items in a row now that passed their quality control team. It's putting me off buying from them big time.

I bought a beautiful Repossi berber ring in two pieces with a chain holding them together. The chain was broken!!!! I can't understand how these items pass quality control? And to receive 4 items in a row with defects and totally different from what was described in the listings is crazy.
 
#824
lovely64 said:
Most of my items are very rare and unworn. I agree that there are so many sellers on VC that misrepresent their items. I have received four faulty items in a row now that passed their quality control team. It's putting me off buying from them big time.

I bought a beautiful Repossi berber ring in two pieces with a chain holding them together. The chain was broken!!!! I can't understand how these items pass quality control? And to receive 4 items in a row with defects and totally different from what was described in the listings is crazy.
Click to expand...


Wow, that's rubbish! I hope you got a full refund each time.

I've had better experiences buying from the Le Bon Coin website when I still lived in France. But now I'm back in the UK I'll keep trying to make VC work for me. There are decent people on there and some great finds. I just have to avoid getting lulled into a sense of security because of how the site presents itself.
 
#825
Kaypa said:
Thanks and I am so sorry to hear that you had such bad experiences with their customer service (as well). Their customer service also tried to convince me to send back the item for a second quality control, while I already sent them pictures that clearly showed the top had several holes in it. I am not willing to send the top back, leaving it up to them to decide if I am eligible for a refund or not. Reading previous posts (and I read every single one of them), there is a significant chance that the moment they receive the top and have a second look at it, they will probably tell me the same, namely that the top was sold by a private person and therefore they cannot refund me.

Paypal advised me not to return the top to VC and giving them the power to decide if I should receive a refund or not. I am still dealing with this issue, so prefer to update on the outcome when it is resolved.

Did you pay with Paypal? Can you not file a Paypal claim for all or some of the items you mentioned in your post?
Click to expand...
I am not so long in the secondhand market so I did not knew that Paypal gives so much protection so I did not used it. But I know better now :)
The stupid thing they do is saying it is from a private person, so that you are not having the consumer rights. But they get 30% commission and they do the quality check, so actually they are also involved as a company. They also only present their general conditions in French! Again illegal, you can not pretend to be an international site and over 50% of your clients can not understand the general terms. I translated them and they pretend that they only offer a platform where buyer and seller can meet, by law they would not be a company then. But they are, based on the commission and the quality check. Wonder how long Paypal is willing to deal with all their issues!

I hope everything turns out good for you, if not you can use the points that I mentioned, that was what saved me. But could have also been a lucky shot :smile1:
 
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