I would not recommend Vestiaire Collective even to my worst enemy. I purchased a €1000+ bag listed in “very good condition,” which arrived with missing parts that were not disclosed in the description. Upon receiving the item, I contacted customer service and was informed that if the missing parts were confirmed and not disclosed in the description, I would be eligible for a refund following a second inspection. Upon second inspection they concluded the item is as described because the parts (which are rather small) are not shown in the pictures. As per their terms and conditions, they have automatically relisted the item for sale under my name.
My question is, is it reasonable on their behalf to expect the buyers to identify all defects and missing parts based on the photos alone? Should this not be noted in the description, especially for such small parts which are not clearly noticable as missing in the listing photos provided. Please note this item is supposed to be in a very good condition. Additionally, I was informed that I would receive a refund, but this was never acknowledged in the subsequent conversations I had with the customer service team, which leads me to my next point.
The most frustrating part is having to deal with their customer service team which behaves like a collective of untrained AI agents parroting the same phrases over and over again, saying the item is as described without addressing the issues or even understanding the context.
Is Verstiaire Collective saying as long as the seller includes the wording in the listing description “item is as pictured” then it will protect them from any potential claims of item-not-as-described?
What are the metrics for a bag to be considered/qualified as in a very good condition? Are missing parts a qualifying criteria?
It took HOURS of endless chat with several different agents (they kept passing me on to a different agent without giving any explanations) before I decided to raise a chargeback. I guess I will leave this matter to an impartial third party to decide. The whole experience is worse than pulling teeth.
Ref. 63319237
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Vestiaire Collective is the ultimate destination for pre-loved luxury fashion, with up to 80% off vs. retail prices and more than 15 years of authentication expertise.
