So far I have genuinely enjoyed buying and selling my clothes on Vestiaire for quite some time. No platform is perfect, and I have always felt that the company was making a sincere effort to improve its service.
However, my most recent experience has significantly shaken my confidence in the platform.
I purchased a Dolce & Gabbana coat that unfortunately never arrived. Instead, I received a torn paper bag — completely empty. Acting in good faith, I reported the issue immediately. I was advised by Vestiaire to formally accept the parcel in order to proceed with a refund. Relying on this guidance, I did exactly that.
More than four weeks later, I was informed that I would not be receiving a refund after all — on the grounds that I should not have accepted the empty parcel. This directly contradicted the instructions I had been given.
In order to be taken seriously and resolve the matter, I was forced to engage a European lawyer. Only then was my refund processed without delay. While I did eventually recover the cost of the coat, my legal expenses exceeded its value.
It is deeply disappointing that such measures were necessary to obtain what should have been a straightforward resolution. I believe this situation reflects a serious failure in customer support and accountability. At the very least, the legal costs incurred as a direct result of incorrect guidance should also be reimbursed.
Until this matter is properly acknowledged, it is difficult for me to feel the same trust and enjoyment in using the platform as I once did.
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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.
