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    Vestiaire Collective

Ratings On Other Platforms

Trustpilot
2.7 / 5
Reviews.io
1.1 / 5
Corporate Values

Overview

Vestiaire Collective has a consumer rating of 3.32 stars from 773 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with Vestiaire Collective most frequently mention great experience, timely manner and authentication process.Vestiaire Collective ranks 8th among Used Clothing sites.

This company responds to reviews on average within 5 days

Positive reviews (last 12 months): 52.6%
Positive
164
Neutral
9
Negative
139
View ratings trends
226
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What reviewers want you to know

Positive highlights

  • However, their customer service was good after I wrote a review!

Critical highlights

  • 2 of them saw the item rejected after 'Quality Control' reviewed and determined 'not as advertised.'
  • I can not accept you keep telling me "the expert team is handling this".
How would you rate Vestiaire Collective?
Top Positive Review

“Affordable and trustworthy luxury fashion”

faby c.
2/8/21

I love Vestiaire Collective a lot. I have been using it for years now and never been disappointed. Their quality control and authentication steps are what i look for in resale as I used to get easily fooled back in the days on other platforms. I also love their editorial content, always super on point, making resale trendy and sustainable! You should TRY it! You will be addicted very quickly.

See positive reviews
Top Critical Review

“Terrible!”

Noori K.
2/24/21

They over charge when you go to check out as a buyer. The $466 dress I went to purchase came to $698 by the time vc added their fees. Utterly outrageous! When you try and explain to the buyer why you couldn't complete the payment, vc blocks your communication. This has happened over and over and no wonder why no one completes a sale. I am deleting the app and hopefully I can find the sellers listed on depop or eBay. What a gouge!

See critical reviews

Reviews (773)

Rating

Timeframe

Other

Reviews that mention popular keywords

quality control (45) customer service (120) expert team (11) quality check (12)
noorik1
1 review
16 helpful votes
February 24th, 2021

They over charge when you go to check out as a buyer. The $466 dress I went to purchase came to $698 by the time vc added their fees. Utterly outrageous! When you try and explain to the buyer why you couldn't complete the payment, vc blocks your communication. This has happened over and over and no wonder why no one completes a sale. I am deleting the app and hopefully I can find the sellers listed on depop or eBay. What a gouge!

Service
Value
Shipping
rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Hi Noori,
We're so sorry to hear about your experience and the delay in response. If your request has not been already handled by our team, please let us know your item or order number so we can check on the status of this issue & do our best to resolve it.
The Vestiaire Collective team

marys2839
1 review
13 helpful votes
February 12th, 2021
Verified purchase

Vestiaire collective us one of those scammers that was supposed to issue me a refund but instead they charged me again. In other words they took the amount twice from me. And without my consent. Also they have horrible chat and take long to answer and no phone number. Please avoid using it as they memorize your credit cards to later on charge you without consent. So much for a refund! They end up charging me again!

Tip for consumers:
Do not use at all they will not refund you they will charge you twice. They will scam you

Products used:
None because it got lost and they were supposed to refund but ended up deducting again without consent.

Service
Value
Shipping
Returns
Quality
rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Hi Mary!

We're so sorry to hear about your experience and the delay in response. If your request has not been already handled by our team, please let us know your item or order number so we can check on the status of this issue & do our best to resolve it.
The Vestiaire Collective team

emilyj451
1 review
1 helpful vote
March 28th, 2022
Verified purchase

Order number 20993952
Received counterfeit boots from seller Haute. No action taken from Vestiaire. I received a refund as they agreed with my complaint, but to my horror, the boots are back up for sale! They said there would be serious consequences for the seller. However I can't see any action has been taken as they still have a "professional seller" badge. Will never buy from this company again.

Tip for consumers:
Sell counterfeit items

Service
Value
Shipping
Returns
Quality
rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Emily, thank you for sharing your experience. We confirm that the pair of heels was checked again after you returned it and it was the conformity was confirmed, that is why it was relisted in the seller's account. Rest assured that guaranteeing safe transactions is our priority. We thank you for your understanding and remain available for any assistance if needed. Best regards

fabyc
1 review
2 helpful votes
February 8th, 2021

I love Vestiaire Collective a lot. I have been using it for years now and never been disappointed. Their quality control and authentication steps are what i look for in resale as I used to get easily fooled back in the days on other platforms.
I also love their editorial content, always super on point, making resale trendy and sustainable!
You should TRY it! You will be addicted very quickly.

Service
Value
Shipping
Returns
Quality
ks1103
1 review
11 helpful votes
August 21st, 2021
Verified purchase

AVOID AT ALL COSTS, after over 7 years of dealing with them I have to admit my defeat. They are the worse company ever, they abuse you as a seller and as a buyer. As a seller, you pay almost 30% commission, yet they mess up their service and then blame you for it. In my case, they were supposed to send me a shipping label, and guess what - they sent me a wrong one! Then they quickly blamed it on me.

Tip for consumers:
Don't expect good customer service!

Products used:
I bought and sold lots of items with them, but now their policies are such as I try to avoid shopping with them.

* Vestiaire Collective attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond

Service
Value
Shipping
Returns
Quality
mariag1585
1 review
16 helpful votes
June 22nd, 2021

I have purchased 3 items and each time, they have said it's available and charge my credit card only to find out a couple days later that it's unavailable and that they will issue me a refund. This is ridiculous. No commitment on the side of the seller what-so-ever and definitely no accountability for this website. What a joke and big dissatisfaction & disappointment.

davidd2865
Customer C. – Vestiaire Collective Rep

Dear Maria, we are deeply sorry to hear that all of your purchases were cancelled! We must inform that sellers can declare an item as unavailable, between the date of sale and shipping deadline depending on shipping method. At this occasion, we issue a voucher that starts with RECU. Make sure to check out our dedicated section also, Express Delivery, as all items are already in our warehouse and ready to be shipped: https://www.vestiairecollective.com/g/express-delivery/
We'll remain available should you need anything else,
The Vestiaire Collective Team

alexandrac251
1 review
3 helpful votes
January 8th, 2022

Bad quality platform, had to navigate inside.

I sold a brand-new item with a an original TAG from the store that was ranked "as not authentic" by their Quality Team which totally unacceptable since the item presented a tag. After long email communication with no clear reasoning i had to pay 12£ to ship my item back. So i even lost money on top of losing time, effort in selling. Avoid this app, go Vinted!

Service
Value
Shipping
Returns
Quality
rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Alexandra, we are sorry to hear that your item has not been accepted for sale! We reserve ourselves the right to refuse any item that does not meet the Brand's criteria. Kindly note that the £12 fee asked to return your item refers to the incompressible handling costs (storage and shipment). We remain available for any further questions or requests here or on our contact methods in the Contact Us FAQ Article,
The Vestiaire Collective team

muriela17
2 reviews
1 helpful vote
February 25th, 2022
Verified purchase

I ordered a pair of FP boots from them, and within minutes I noticed there's an issue with the size, so try to contact the buyer and a message popped up saying I cannot.

I sent the company an email and don't here back. There's no cancellation option( I've even googled how to; didn't find it). I finally reached them via chat and they told me they've already shipped the item ( even though the order was placed at 4 a. M London time). I filed a complaint with Paypal and hopefully, it will be resolved.

Save yourself the trouble and buy elsewhere.

Tip for consumers:
Stick with eBay or any of the other US resale sites. I’ve been buying from eBay for years and I’ve never had an experience like this. At least with ebay when aseller is uncooperative eBay will step in immediately. Poshmark is great!

Products used:
Pair Free People boots

Service
Value
Shipping
rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Muriel, we are getting back to you regarding our oder cancellation policy. Indeed, we must inform that an item can not be manually cancelled and that this action needs to be first requested to our Customer Care Team. We also confirm that your parcel has been shipped as advised by our Team and will be verified by our Experts once received in our warehouse. Kindly note that your observations on the size of your item have been forwarded to our Experts and special attention will be paid to this element. Rest assured that you will be updated on your order processing directly on your account. Thank you for your understanding,
The Vestiaire Collective Team

clarac110
1 review
2 helpful votes
February 8th, 2021
Verified purchase

I've used this website to get my hand on great secondhand items from Europe (at a great price!). My seller was easy to reach through the chat and my products were exactly in the same condition as the description thanks to the physical control process Vestiaire offers. I've also been in contact with Vestiaire's customer service (to change my address) and the communication was smooth and easy.

Tip for consumers:
Put some alerts to receive price drops notifications!

Products used:
Shoes

Service
Value
Shipping
Quality
francescah128
2 reviews
16 helpful votes
June 27th, 2020

Wedding dress took months For delivery. Missed event. Item was incorrectly shipped as an exchange and so the delivery man wouldn't leave the dress without another item from me. This happened 3 times despite VC urgently asked to amend shipping. Rude, no response, didn't care. Customer service won't speak to you, can't amend orders. No one followed up. Eventually contacted their media department and was offered a 50 voucher. Horrendous. Distressing. Never ever again. Avoid

margaretc572
1 review
5 helpful votes
July 9th, 2020

I had been purchasing and selling on this platform since 2016. I had only one issue and it was recently. The matter was handled expediently and diligently. I received a refund for the item today. I wish to express my gratitude to Michael F, Matt and other customer service advisors for their positive approach and quick responses.
I highly recommend VC as a reliable trading platform to all fashion lovers.
Margaret/UK

filiper3
1 review
54 helpful votes
February 12th, 2020

Horrible! Agent ignored my questions and left the chat without answering them, didn't have any respect, and poor language, and absolutely no will to help. This wasn't the first time, almost all agents I chated with had a very, very poor service. Wanted to make a formal complaint in the end and expressed this to the agent and he left the chat. VC is taking our money from their fees for then be treated this poorly way. Fortunaley there are other platforms!

tingq
1 review
35 helpful votes
February 24th, 2020

I paid good money for a Lemaire trench coat on Vestiare Collective. Had to wait while it went through the authentication process. I wonder what it's even for because when I received the coat, the tag was SO OBVIOUSLY fake, the fabric was cheap and loose thread was hanging off the seams. They have terrible customer service, the live chat is a robot, couldn't connect to a real person to resolve the issue. I will be taking this up with Paypal.

jonathanh611
1 review
0 helpful votes
February 10th, 2021
Verified purchase

Great website/app with amazing deals bought several A brand items. Always fast delivery and great customer service.

Tip for consumers:
using the express delivery or direct shipping filter to find items if you are in a hurry to get something.

Products used:
I've bought several product including jeans, shoes, jackets and handbags as a gift

Service
Value
Shipping
Quality
evetteh1
2 reviews
1 helpful vote
September 18th, 2021
Verified purchase

While the site has much room for improvement, overall it's a good source of authentic designer items at great prices. When I received a fraudulent item, their customer service response was satisfactory in that they worked to resolve my issue, albeit slowly, and provided a full refund after confirming the item was indeed counterfeit even though their authentication service incorrectly authenticated the item.

davidd2865
Customer C. – Vestiaire Collective Rep

Dear Evette, thank you very much for taking the time to share with us your feedback on your experience! Our experts can indeed make mistakes upon checking the items and we wish to sincerely apologize to you for it. Rest assured that we are always willing to proceed to a second control to reassess our findings on an item's compliance. We hope to see you again really soon and wish you a lovely day! The Vestiaire Collective team

jasonk1196
1 review
0 helpful votes
December 23rd, 2021
Verified purchase

Well, I found the perfect Christmas gift for my beautiful wife. The seller was super sweet and professional. Punctual. The gift was beautifully and carefully wrapped, packaged and delivered with a lovely and thoroughly informative 3 page note detailing the history of the garment I had purchased. A real class act. My experience overall I must say was awesome. Thank you.

yildizr
1 review
5 helpful votes
March 2nd, 2021

I contacted them and VC worker who called Mariz (who tried to help me). He asked me reference number but i am not available to see that information on my smartphone so i couldn't share the reference number. He refused for re- editing my list without this information. I don't have a computer as i repeated 100 times and he did not fed up to ask "please..." The app doesn't work very well on phone and it's our fault to pay that much high commission and asking help... i am sorry

Service
Value
Shipping
Returns
rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Hi Yildiz,
We're so sorry to hear about your experience and the delay in response. If your request has not been already handled by our team, please let us know your item or order number so we can check on the status of this issue & do our best to resolve it.
The Vestiaire Collective team

danielaf56
1 review
0 helpful votes
September 17th, 2021
Verified purchase

Received my pink Kurt Geiger bag all the way from Europe. It was shipped super quickly, the app updated me through every process of its movements from the seller to authentication to drop off. Bag was as described in perfect condition and I'm in love with it! Lol :) It was so hard to find that specific bag as it was sold out in the U. S and literally I could not find it anywhere else so I was super happy Vesitaire is bringing together items globally!

michelles2129
1 review
9 helpful votes
June 11th, 2021

After receiving an e-mail saying I've sold an item, I printed the shipping label which was very invalid when DHL scanned the QR code. I've tried to contact customer service, who told me I needed to arrange a pick up first. I've never had to do so, and this thing took me two hours of my precious life. $#*!ing annoying. Great fact that they've left me the contact information on the "shipping label", so I can handle this order myself without having to pay this insane fee. From now on I will use another website for selling designer pieces.

* Vestiaire Collective attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond

Service
Value
Shipping
Returns
Quality
annat840
1 review
1 helpful vote
March 30th, 2022

I felt like this post was obligatory because I encountered a problem with customs acceptance in the US (a form was missing) and I immediately panicked after reading the reviews here - I thought I would never see my beautiful Chanel shoes. After reaching out to the live chat representatives, I was told to first contact the seller (which was incorrect, but I will let Max slide). I sent one more chat and the kind representative transferred my complaint to the logistics team and within a day, my package was back on track to being delivered. Very satisfied with the service I received! Thank you :)

Service
Value
Shipping
Returns
Quality
sarahs3071
1 review
1 helpful vote
April 1st, 2022
Verified purchase

Absolutely disgusted. Shipped them a brand new bag with dustbag and original tags, and even gave proof of purchase. VC said it "did not meet quality" and cancelled the sale. Now, they're saying I need to pay an overseas bank money to return ship my item (scam?). Ive never had this issue with StockX or other companies. Horrible customer service - I messaged them via chat and they said they would email me instead & promptly ended the chat. I then get an email saying the order is still cancelled and that there's nothing I can do. No further explanation as to why my item "did not meet quality"! WTF.

Service
Value
Shipping
Returns
Quality
rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Dear Sarah, we regret to hear that the origin of your item could not be determined. Our quality experts can indeed make mistakes upon checking the items and we wish to sincerely apologize to you for the mistake. Please rest assured that we are always willing to proceed to a second quality control to reassess our findings on your item's compliance. Therefore, we will make sure to share with you by email our report. We remain available for any further questions or requests,
The Vestiaire Collective Team

carolinec270
1 review
1 helpful vote
February 17th, 2021

I read through several of the negative reviews before purchasing, but I found my particular vintage item at a great price so decided to purchase anyway. I didn't have any trouble at all - the item was delivered to me within a reasonable time frame, and I was kept up to date on it's status in the app.

I am new to re-selling, but seeing the rise of resale marketplaces makes me want to do a closet cleanout for extra cash. I plan on devoting an upcoming weekend on selling my more fashionable, trendy items.

Products used:
Vintage dress

Service
Value
Shipping
Quality
janicex10
1 review
0 helpful votes
February 8th, 2021

I sell on VC for more than 1 year and my items usually go faster than other platforms. The service is also quite good. Recommend!

eetup1
1 review
4 helpful votes
May 4th, 2021

Bought a Burberry Jacket for 250€ and this is what I got after the "quality authentication". Seller's description literally said that it is a 'relatively thin jacket that can be also worn a a shirt' and I got a one-layer shirt that you wear under a suit/blazer and I'm skinny, but can barely fit a long-sleeve t-shirt under it. I've spend over a grand in the past year and never buying from them again.

Service
Value
Shipping
Returns
Quality
rachaelc12
Vestiaire C. – Vestiaire Collective Rep

Hi Eetu,
We're so sorry to hear that you're not pleased with your last purchase. The jacket does indeed meet the seller's description since the size was shown in the pictures, and the seller mentioned that it was thin. We can see that you already put it back on sale in your account. This option is free of charge within 72 hours of delivery. Make sure to check our return policy in our Help Center > What is Vestiaire Collective’s return policy?
Thank you for your understanding, The Vestiaire Collective team

ellaj42
1 review
20 helpful votes
October 6th, 2020

This site is a scam.
I will never ever sell an item here again, and I strongly recommend people that wanted to try selling on this site to stay away and try somewhere else.
They received my item and after 3 days they send an email saying that they could not verify the authenticity. No other explanation!
Now to get my item back I need o pay the shipping myself!
I am really mad and also upset that although I read other reviews saying the exact same thing, I still sold my item here.

Q&A (27)

Answer:

There are a lot of honest sellers and buyers there (I consider myself one of them) but if anything goes wrong, Vestiaire will do nothing to help, they will spam you with auto replies

By Gabriellla E.
Answer:

Dear Elizabeth, thank you for your question. We must inform that our lines are currently closed! Make sure to find our available contact methods directly on our Contact Us article, in our Help center. We remain available for any further questions or queries you might have. The Vestiaire Collective Team

By Vestiaire C.,
Answer:

Dear Rana, we are getting back to you regarding the processing of your recent purchase. Please note that if your item has been handled in our warehouse in New York, our services have been put on hold for a few days and kindly inform that we are fully operational now! Please rest assured that we remain available for any verification, if you haven't received your purchase yet. Thank you very much for you for your understanding, The Vestiaire Collective Team

By Vestiaire C.,
Answer:

Dear Julie, thanks for your question! Kindly note that, having co-signed the Charter for the fight against online resale of non-compliant goods, we absolutely do not condone the presence of non original items on our platform. This is why we will conduct a control on each item deposited and our Team will be willing to check any item on which our Members may have a doubt on. Make sure to get back to us on your preferred contact method right here: https://faq.vestiairecollective.com/hc/en-gb/articles/360002463657-Contact-Us We hope to see you really soon! The Vestiaire Collective team

By Vestiaire C.,
Answer:

Dear Mercedes, we regret to hear that your request hasn't been replied yet! In order to identify it, we'll kindly ask you to provide us with your item reference. Thank you beforehand and see you really soon! The Vestiaire Collective team

By Vestiaire C.,
Answer:

Do take this matter further, report them, they are really taking the proverbial

By raphaela w.
Answer:

Hi Rick, thank you for your question! Please note that cash will not be accepted as a payment method. You will find below an article on how to pay your order: https://faq.vestiairecollective.com/hc/en-gb/articles/208745149 Depending on your location, you might also be offered other payment methods than PayPal and with the credit card. These will be disclosed on the check out directly! See you really soon, The Vestiaire Collective team

By Customer C.
Answer:

Yes. It costs $20 to ship to the US and beware there is a purposeless $14.99 inspection fee. My item was damaged and not even the one listed and still passed "inspection" so $35 extra later...

By Silvia T.
Answer:

This exact thing happened to me. Completely different top than what was posted. And it still passed their "inspection". I am still fighting with them to no avail. Good luck.

By Silvia T.

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About the business

Buy, Sell, Share

The top site for buying and selling luxury pre-owned fashion.
Discover 30% - 70% off original retail price. 100% of items are curated before going online and once sold, are checked over by our team of quality control experts!

Company Representative

rachaelc12
Vestiaire C.
Typically responds within 5 days

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3.3
763 reviews
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