Me neither! Since I've been still quite nervous, when filming about an hour after the call, I forgot to mention in the video: it feels good to get an apology, but it doesn't change a thing about the experiences I made, the comments I read and my lost trust. I'm not coming back!
I'm going to go against the grain and say that I feel like the VC representative was just doing lip service, making you feel heard and putting you at ease in the hopes that you'll return to your audience and say "it's fine, they listened to me, they're working to make things right". But actually, they don't plan to change their ways because changing their ways would lose them all that juicy profit via commission. The illusion of change is more profitable for them. VC cling to their "authentication experts" but there's no transparency on what these authentication experts actually do. There are some really obvious dupes that get sold on VC that anyone with any common sense would be able to identify - wonky stitching, upside down labels, cheap-feeling material that does not match the fabric composition tag - so these "experts" can't be all that if these items regularly make it through their checks. If they ACTUALLY wanted to improve on consumer confidence, the first logical step would be more transparency on what qualifies their authentication expert team. How big is it? What skills do they have? Do they have experience in fashion design? Do they know what to look for when it comes to dupes? VC are profiting off dupes and they have no incentive to stop because if they're relisting fakes onto your page rather than theirs, you are the one who is held liable legally. Not them. It's a major breach of trust, which is why there absolutely needs to be more transparency regarding these authentication experts. Everything about their system is set up to help them break the law without facing consequences. They're dodgy as hell. I'm glad your video started a bigger conversation about VC as a company. I've had my doubts for a while, but hearing the way they essentially skirted responsibility of the bigger issue makes me feel vindicated. Yes, they solved your issue, but will this happen again? Probably, yes. There needs to be more openness about the way they operate and they need to reform their returns policy. Without those two things? I expect (and would hope) to keep seeing customers leave their base en masse. Very, very dubious company.
Thank you for this comment, cause I couldn’t agree more! In this video I mainly shared the conversation we had on the phone, but without voicing most of the concerns I still have. Cause I‘m 💯 with you: this call won’t change a thing. It feels good for me, that I - at least - got an apology, but in the grande scheme of things: it won‘t make a difference (and I myself definitely won’t go back shopping with them again). I definitely understood, that she wanted to make me feel good and I tought, I made this clear by stateing, that she did public damage limitations. Maybe I shouldn’t have filmed that video the same day right away, cause I was still full of adrenaline and kinda improvised - I probably would have spoken up more critically, if I had prepared this video for several days. I might possibly do another follow up video 🤔
No worries! It's understandable that you would've wanted to film it the same day, given that you had so much anxiety around the call itself. If you do a follow-up video, I will of course tune in :))@@LuMiLevelUp
Exactly, I have been on the phone with them as well. I also have emails with a previous manager I had to track down on LinkedIn because nobody would help. The manager made sure I got a 100 euro voucher for their mistakes and they fixed the issue. The problem is that since that time, I have had SEVERAL more incidents with them, and I am done shopping with them now. It's a shame that this has become such a scammy business. :(
I'm not surprised that VC are currently on their best behaviour with PR as they are currently crowdfunding in the hopes of going to IPO next year! The cynic in me says that this level of customer service wouldn't have been available if that was not the case...
I faced similar issues with VC. and, nope I didn't get a call. 🤭
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@@LuMiLevelUp Absolutely! Thank you so much for bringing this subject to light. I see many comments of people saying how they won’t risk doing business with such a shady company because of the content you made and I’m honestly happy that you prevented someone else from going through the same nightmare we have. Keep up the good work!
Thank you so much! It feels so good, that my videos helped to prevent others from making bad experiences and going through all that stress with VC themselves!
It still sounds like a scam to me. They cover themselves by using their authentication services and not accepting anyone else's authentication certificate. You seem relieved but nothing has changed.
Guess I was actually relieved when filming the video and the call was over, cause I do not have to take the video down or face legal consequences 😅 (and it always feels good to get an apology, if someone did you wrong). But I agree: it doesn’t change any of the issues the platform has - and it won’t make me go back shopping there!
@@LuMiLevelUpVC still has the policy up that they don’t take returns, but instead, will list the item on your account. If you try to report a problem, the page where you report, it was not available as a last week. Instead your redirected to the page that explains that they don’t take returns, etc. And that’s why no one should buy from them.
@@LuMiLevelUp I'd have asked them at the end of the call (and in a week's time, in written form) to tell you PRECISELY what will be changing at the business to prevent a bulletpoint list of issues from happening to anybody ever again. I'd have gone through a short list one by one and asked her to tell you HOW they would alter the business model, operations and communication after your oh-so-important recorded phone call 'for training purposes'. With these sorts of slippery people you have to have specifics, you cannot let them leave you with promises to 'do better' and all these plans 'going forward'. What? What EXACTLY are they going to do? I bet you got not a single constructive answer, just abstractions and promises...earghhh, these people. 👎
Their customer service is an absolute joke , they do not read the chat history, they make you feel as a parrot and make you repeat your issue 100times, to a different agents. It is the worst customer service that I have experienced in past 20 years .. They represent themself as a re seller of luxury goods.. with that level of customer services they have to be prohibited to be on the market of any goods.
I‘m 100% with you, worst customer service, I have ever experienced - eventough I spend a lot of money on that platform! I‘m so done with them, they deserve neither my trust, nor my money!
Vestiaire is like that toxic partner, who says they're "sorry and will never treat you bad again". And then keep doing the same thing. Don't fall for it girl! That lady sounds like a real PR professional for sure, but their company policies are scammy and, like you said, illegal.
Very well said! That’s exactly the way it is! Guess I‘ve still been somewhat too nervous, when filming this video (so I didn’t speak up very critically): but I agree! The call didn’t change a single thing about the issues going on on the platform - and I won’t go back shopping with them!
1) For the future; If someone says they wish to record you and you give them consent AND THEN you ask them the same back but they want to know your reason... That is a red flag. Anytime someone wants your consent, but then is hesitant at all in returning the favor (doing the same thing) that is a bad sign. This is advice for anything in life in general; don't assume the worst, but always take note of when this happens and treat it as a sign you should not blindly trust that person/company. 2) Never trust that the other party will give you a copy of the recording, even if they said they would. This is not because they will intentionally withhold it, but communications do break down, things are forgotten and sometimes things just don't happen. This is also a sideways way of them saying they are taking your consent and recording you, but that they are not giving you their consent outright. As long as the recording they said they would give to you is then never given, they can make any claim they want about what happened exactly. They can also withhold the recording as a way to then claim any notes you took or anything you said was "not accurate" to the "actual conversation" that happened. 3) The biggest problem here, besides them ignoring you many times over, is CONSENT. This company has done things to you, at you, repeatedly without any informed consent. They did not include these things in their TOS (terms of service) for you to agree to, so you did not agree to them or give them permission to do these things at you. When someone does something to you / at you and then retroactively (after the fact) tries to smooth it over they are basically trying to convince you that it was "okay" all along and that you hadn't been violated. It is a very sideways, soft version of trying to gaslight an individual and there is no precise legal term for it, but it is real. Please keep this in mind in the future; any time a company violates you by not getting your consent willingly, know that after they are called out on it they will often then try to infer or convince you it really isn't worth your time or energy to hold them publicly accountable. All of this said, I think this is a fair point for you to choose to close-out the matter and call it settled. One of the most important things to learn in life is when you feel content and are ready to move on. In the legal world, this all theoretically can be taken further and go on longer and so on but as an individual it's important to know when you want to stop. I think we've all learned a lot from this adventure; you've provided a good deal of information for the general public and I really hope that moving forward you can relax and go back to making content that brings you joy.
Thank you very much for - yet again - a very valuable comment! As you summarized it in your last paragraph: I think with that apology, I got "the most, I can get", without taking legal actions myself (which would just cause me way more stress, probably would drag on for forever and possibly cost me quite some money aswell). I'm at peace with knowing, that I will never trust them again and won't shop with them ever again and especially with the fact, that my video was impactful enough, to at least make VC notice they got publicly called out for their behavior and practices!
Your first sentence is spot on. Your comment was excellent. Everybody needs a friend like you to advocate for them. The introversion and shyness of this content creator let her down: I'd have sunk my fangs into that slippery shmoozer they hired to sweet talk and charm her way through this bit of PR damage control. She was a pro and I winced to see how successful she was at winning this poor screwed over customer around. You cannot be a sitting duck for the socially confident, articulate professional snakes out there; they're really good at getting their way and leaving the 'victim' with a satisfied smile on their face, thinking all is well and the person was actually 'really nice and deserves a raise'. Shyeah, I'll say. But not for the same reasons... 🤨
This is the power of social media. It doesn’t matter how big a company is or how many attorneys they have, if you have a public platform to reach their customers they will be held accountable, as they should be. Hopefully they will overhaul their policies.
I'm so incredibly happy, people watched my video, liked and commented, to help spread awareness and let VC face at least a tiny bit of consequences for their terrible policies and lack of customer service.
You did a great job! Unfortunately we know that VC Is not truly ashamed but they wanted to stop a viral customer insurrection 😂. I hope they will apply the lesson learned ...... In their interest!
Thanks for the follow-up. As a fellow introvert and non-native English speaker I can imagine these were some stressful moments. 🤣 Would have been great if they would've said 'congrats, you've figured us out', but I wasn't expecting it. Whole thing still sounds super shady, I don't care what the nice PR lady has to say, I'm NEVER buying there.
LilySilk did the same thing to me, looking up my private contact information using what I showed in my review video to find my order. I felt very uncomfortable about it. It seems very tricky of VC to not trust any other outside authentication source besides the brand. I understand they want to trust their experts, but why should the customers blindly trust them. Your hair looks pretty 😊
I remember your video Meghan! Already back then, it felt invasive and like a violation of data protection to me. Well... guess that's what companies do 🙈 Right, why should we solely trust their "experts", when we already made several bad experiences with them? If their experts sometimes overlook very obvious flaws, how can they do a reliable authentication?
What angers me incredibly about these sorts of issues which content creators share details about is that the companies involved only seem to hop to it and make things right if you have a considerable social media following. I would refuse on principle to allow myself to be shmoozed by them via a phone call etc. I know what they're doing. That countless other people have, are and will continue to be screwed over due to dodgy practice, policy and so forth is all that would be running through my critical mind. I'd absolutely take them to task in great rigorous detail if given the opportunity. When they had the gall to lie to me that they were going to record the telephone conversation for 'training purposes' I'd announce that in that case I would be recording too-- I wouldn't ASK, I'd inform her. I cannot believe that VC woman had the slipperiness and arrogance to ask WHY the content creator was going to record the conversation. I'd have laughed and said 'for training purposes'. We're not children out here; we all know that calls are recorded for the companies legal team and their own legal reasons should future litigation or other issues crop up. It's to cover their arses. We all need hundreds of thousands of subscribers to be treated well it seems. For shame.
I’ve tried to purchase an item with Vestiaire Collective and the ended up NOT sending the item I ordered. Tried to communicate with them via customer service and the seller but No one followed up with it. I ended up disputing through my credit card and what really upset me was that my seller also gave me a scoop about how the an agent customer service had talked badly about me. Terrible. Also, I will never buy anything with them because I’m not sure if they are authentic!!!
@@stunningbeaute1037 Long story short, I didn’t film my “unboxing” of the shoes being returned to me. They were damaged since the buyer claimed it was too small, and tried to squeeze her feet into my shoes (I don’t know how) but they were full of scratches when I received them.
I deleted my account with them as soon as I saw your last video. I was going to start selling some of my bags - but I don’t feel comfortable now. They can’t fix it. The horse has left the barn!
It is a shame! I had a wonderful run with Tradesy before they were bought by VC. I didn’t sell anything on VC but I did buy a Tory Burch crossbody. I thought it didn’t seem as high quality as other bags I have from TB but dismissed it- now I think it was probably a fake. They should be taken down! How dare they re-list disputed items on the customers account without their permission and without resolving the dispute! I hope they are put out of business
Still nope, they only reached out to you because they saw that your video is getting attention from people. There’s no way in hell they would do that if your video wasn’t so popular. So good for you and everyone watching as well cos now we know not to spend money on Vestiare Collective! Thanks for making the videos, you’re saving a lot of people’s time and money ❤
You're absolutely right, and I myself am evidence for that thought: cause when I had a similar issue with a scratched bag already back in 2022 (mentioned around minute 8:17 ), I spoke about about it on TH-cam aswell - but VC didn't give a sh*t to solve the problem back then, cause that video back then didn't blow up
So, with my marc jacobs tote, they said it was authentic, but then I sent them photos that showed discrepancies between the tote I got from them and my tote I bought from an authorized retailer, so when they looked at it again, they said it was not authentic?!?! Their authenticators said TWO different things - how can they be experts?
Exactly 🙄 they want us to solely trust their „experts“ - eventhough plenty of us have already made unpleasant experiences with the quality of their authentification. And how can we trust those experts, if they even overlook some flaws, that are very visible to the bare eye? Unfortunately I was too rattled, to ask those very critical questions on the phone. You should have observed the platform after you MJ incident: I‘m dying to know, if that bag possibly popped up again on the VC account (alledgedly)
I ask me too, how the hire the " expert" . I bought Prada sandals. on the listing 37 EU was mentioned, but on the picture it was 37 IT-. unfortunately the did not fit and then I relisted them the same day I got them , using the reselling function they provide. I sold them soon, but VC cancelled the purchase as the size mentioned (EU )did not correspond to the size on the shoes IT. I fought almost one month. 1 they should know that If you use the resell function- ( in order to save the high commission they take) the information on the listing cannot be changed. 2. they replied than when I bought the sandals I should report the wrong information and ask them to correct the listing. But who assured me that they accept the report, if the IT size of the shoes was clearly showed on the picture? NO ONE. 3 Last but not least, their experts should have known that Prada applies just ITALIAN sizes.. The exchange of emails and chats was massive and exhausting, as every agent managed the issue in his own way: they sent me automatically the sandal back, meantime a agent assured he was on the case. then I got the sandals and I wait 2 weeks until the decided I could send the back and another two weeks to get my money... all with a permanent email exchange and contradictory replies and communication. A nightmare.
They are NOT experts. They are clueless clowns who once demanded I submitted the authenticity card for a Balenciaga bag. Even my dog knows that the brand doesn’t issue one. Another time they said my bag had had its color altered, when the serial number had a color code that rightfully corresponded to its color. Honestly, I think there are many incompetent people there working under pressure for low wages and in a highly toxic environment. In every department. That’s the only plausible explanation for all the crazy that goes on in this company.
Thanks for being honest and sharing your experience. I was already in conversations with a seller to buy a purse but I canceled my offer, deleted the app immediately after I saw your video and I’m not going back. I feel like the only reason they’ve reached out to you is because you have an audience, but what happens to rest of us? Again, thanks for sharing! 💕
Thank you! I totally agree with you - they do not care to actually improve, the just reached out to me, because my video blew up! I will never go back to shopping with them myself!
It makes a person ask themselves, as a buyer, how many times are they repairing broken items themselves and resisting them? I don't want something that has been previously broken and repaired and not disclosed. Learning that they only trust their own authentication, and won't accept a dispute from a reputable 3rd party authentication service, and knowing brands do not authenticate unless it's going for repair, I won't buy from them ever again. Knowing this, makes your call with them extremely important. THANK YOU!
Thanks Autumn! Eventough it feels good, that I got an apology, in the grande scheme of things, this call doesn‘t change anything. I won’t go back shopping on that platform..with knowing what I know now (especially all the experiences my viewers shared in the comments of the initial video)
Thanks for these videos. I recently decided to invest into VC not too much but still a bit and then right after I saw your videos. I just got an email saying that I could still pull out if I want to until later this week and now I'm thinking if I should. Maybe your videos are a sign!
Thanks for the update. The fact the Chanel brooch is in worse condition then when you returned it is a huge red flag. Gives the impression VC tampers with items and if it goes awry they may try to blame customers saying it was returned in that condition. Buyer beware! Make sure to film the unboxing as proof like Mary did. That and the traction from her video is what led VC to do the right thing.
Their "repair" story makes no sense. Hearing VC fixes item without consent is even more alarming as they can break it further and when did they becomes experts at fixing Chanel or other luxury brands? Not taking other authentication services, WOW! They are not great at authentication. That is the final nail on the coffin. Hopefully, I have permanently broken up with VC.
Well, guess that's exactly what happened! They tried to repair it to resist it on my profile - and now the brooch is even worse damaged and completely broken 🤯 - at least the person, that then bought it from the VC profile, knew he/she would get a broken item. I definitely am done with them for good!
Mary- thank you for these videos. As a buyer I have soooo many issues with Vestiaire Collective. Their customer care service is horrible, they intentionally delay so that you miss your 72hr period to report and issue and when you do manage to report it by some miracle, they refuse a refund because they insist you re-list it. I received a item with a missing piece which was not indicated in the description and their expert reviewers also never mentioned it in their Quality Assurance. They support their refusal for a refund because under the product listing someone had asked the seller about the product and they mentioned that indeed one of the pieces was missing. But this is not transparent, as missing pieces should be mentioned clearly in the description and shown in the photos. Now I am stuck with an item I can not use, I paid a lot for and they are making me re-list it on my profile. I refuse to list something faulty/damaged/missing pieces. I think I will do what you did and raise it with my bank services provider. Thanks to your videos I know how to proceed 💖
Thank you 🥰 looking back at this video now: I should have spoken up even more critically, than just telling the content of the call. But even an hour after the call took place, I still was somewhat nervous and couldn't structure my thoughts the very best.
Thank you Susan 🥰 - since I was still somewhat nervous when filming about an hour after the call, I forgot to mention: this call won't change a thing for me. It feels good, that they apologized, but it doesn't solve all the problems on the platform and after all the comments I read, I couldn't trust them again
Interesting to see the conclusion to all of the headaches you’ve gone through! Still not thrilled with them and very likely will never buy from them, but I am glad they made an effort to address the situation!
Me neither! It feels good, that I got an apology, but I doubt, that actually anything will change - so I wouldn’t want to trust them with my money ever again 🙈
I was anxious to hear what happened! I think it’s good that you took the call, but I think they wanted to try to smooth things over rather than offer solutions as to how they will improve. I’m sure after all of the views you got on the first video, they are running scared because people know to beware! I’m just glad you got your money back. Remember, never again!!! Stay far, far away! PS your hair looks fabulous! 😍
Thanks for the update! I’m so glad it wasn’t a confrontational call. And I agree with most here that VC hasn’t shown that they are acting to fix these problems, but it was a possibility they were going to sue or “make TH-cam life difficult ” for you if they wanted you to take down the earlier videos. PHEW!
Thank you for your kind words ! Yep, I was so worried, they might try to get rid of my video - so in that sense, I'm glad with the way the call went - even tough I still could not trust them ever again!
I won’t trust them again! It feels good that I - at least - got an apology: but that doesn’t change a thing about the issues that platform has. Unless there’s actually going to happen A LOT of change, I will never go back
If i tell you my story with vestiaire collective you won't believe it. I am a seller there for years, and there was a time where i used to sell a lot , like a lot of pochette accessoires, an one other seller was kind of pissed and jealous and made me understand that he knew someone working there. The next following weeks we had strange issues with our pochettes accessoires starting to get rejected from the quality control for ripped strap, like the original strap arrived cut in 2! after this incidend, the 5 other sales arrived in vestiaire quality control and happened again like our item was not accepted because the strap was ripped ! someone in the quality control was intentionally cutting the strap from our pochette accessoires ! it was so so hard to reach someone and make someone believe our story !! I had to reach own of the dirigeant from the hong kong office her name is fanny , and she is the one who helped us! after long exchanges , sending proof of pictures of our pochette before and after we got compensated, but we never knew what happened in real and who was this person working there that was cutting our straps on purpose, that is a crazy story but it really happened.
@@LuMiLevelUp I have more stories over my past 10 years working them, also their chanel authentification team is really bad, and last time i have taught them a bit about vintage chanel earrings and they replied me that they would keep my answer in their authentification files, but for me it was basic knowledge so i m not sure what to think .
Hope you won’t be disappointed, looking back: I was still nevous and full of adrenaline when filming (eventhough this was about an hour after the call 😅🙈)
Thanks for the vid! But I still can’t believe that they are selling the same product in an even worse condition and call it “good”. And now you can’t even repair it and have to take it some shop. And for over 400€? I can buy pure gold in the same weight for half of the price.
Well, if it's "good condition" to them, when it's completely, unrepairable damaged, guess I shouldn't be surprised, they listed is as "very good condition" on my profile, when it was "just a little bit broken" 😂🤭🙈
Important note: They also immediately purchase rare collector’s items within minutes of publication, driving the price down to a minimum and convincing the seller that the item’s value is only 100€. A few weeks later, the same item appears on another “amateur” account with a significantly higher price, like 2500€ instead of 100€. I can’t forget how they scammed my best friend this way. She was selling incredibly rare vintage pieces from the 90s to pay her cancer treatment. They bought her Chanel dress for a ridiculous price (she needed money asap) and listed it for thousands of euros later. When she saw it, she cried - literally. Such a scam
Thank you for sharing your (and your friend’s) experience - this is terrible! They suggested me lower prices on some of the items, I wanted to list aswell - but I never accepted those outrageous suggestions! I‘m so sorry they took advantage of your friend, who trusted them and was in a plight
Thank you 🥰 - editing and watching the video now, I definitely can tell, that even an hour later I still was full of adrenaline 😅🙈 so it’s a tad more chaotic and nervous, than I would have hoped for
I had the same problem with them now I received a necklace that was broken and they told me you can relist. I told them it's broken how you realist something is not right I am not going to to do that and fool another person and I am waiting for reply after they receiving my necklace finger cross
Hi, I paid by PayPal I sent it back yesterday 🤞but still receiving the same reply that I can relist again. And I am frustrated as they keep saying the same thing I don't think they even read my emails. And some of my emails they reply with the same sentence I wrote it's seems like not human replying just coping 🤷♀️
I also have the same problem and also paid with PayPal. I opened a case with PayPal and waiting for them to respond to it. In parallel VC keeps sending the same message that I should send back the item and they recheck it and that if it is compliant they will relist it on my behalf. Which I have explicitly stated I do not want! Hoping PayPal will assist me 😢
@@minniekay240 I did send it back to them. If they keep saying realist I will open a case with Paypal too. And not going to make it easy for them till they give me a good explanation. Finger cross for you too
It’s the fact that they will list something you rejected for legitimate reasons on YOUR account! A refund now is just covering up their scammy procedures. I will NEVER shop Vestiaire knowing this now - shame on them!
Shopping should be a good experience and fun time NOT thinking getting a fake item and fighting for your refund. Absolutely NOT HEALTHY. Thanks for sharing everyone ❤
I don’t like their authentication policy since I don’t think brands give you paperwork explaining why they’re not going to fix your item. Also, their “trusted” authentication team has incentive to side with Vestaire rather than giving their honest reassessment in situations where authenticity is questionable. Thank you for sharing.
So true! Their policy makes it nearly impossible to return because of authenticity doubts! Their "experts" can just always insist, they would be right 🤯
Hello, I watched your videos about the topic and it happened to me too. I bought a Chanel necklace from VC in 2018 for 720€ and in 2023 decided to sell it. It didn’t pass the authentication because it was fake. I opened a chat and mentioned my situation with all details: order numbers, dates, amounts. After 5 days they got back to me and said that it went to a second control and it is not complaint. They gave me a bank account for me to pay 15€ in order to get the item back. I said I don’t want it back and I want my money to be refunded. I am waiting further to see where is this going… If you have any advice I appreciate it… So… the lady lied about this matter!!! I keep proof of everything…
Your hair looks great, Mary. Very regal 👸 They did the right thing in apologising. So at least they got that right, instead of threatening you. I got the impression that they have processes in place but they are not followed consistently…so not that reassuring either.
Nor reassuring at all to me! They have a clever answer for everything, but when we look deeper into it, they just set up the perfect system, to keep scamming people: if their "authentication expertise" is the only one that counts - they can just keep selling and selling the same items on the platform, over and over again and force one unhappy buyer after another, to sell on possibly inauthentic items on their profile - without VC having to take responsibility for it!
Thank you so much 🥰 the video itself feels a little chaotic to me (I definitely can tell, that even an hour after the call, I still was nervous and full of adrenaline 😅🙈). But yes: I love the thumpnail aswell 😁❤️
I faced the same issue with Vestaire Collective as well. I received a LV Pochette with an absolutely faulty zip which was very obvious. I wonder what VS does at their checks. When I reported, VS also "forced" me to relist the faulty item and not giving me a refund. I fought back to get my refund. It's ridiculous. I'm afraid to order from them to be honest. I never got a call because I didn't post a video.
Seriously: I would never shop with them again, even tough I got an apology (very well aware, that I just got it, because my video blew up)! Already some of my own experiences with them were terrible, but all the experiences shared in the comments of my videos: they neither deserve our trust, nor our money 💔
If this is how you truly feel, i think it woild be a good idea to make another video or at least do a pinned comment because even though your reaction and relief are TOTALLY understandable, VC didnt say anything of substance whatsoever. @LuMiLevelUp
This is sooo tricky. VC did what a company SHOULD do and address concerns. The biggest issue by far is the authenticity. I have a bag that came back unauthentic by a major authenticity company. Because I was surprised I had it authenticated 3 more times! ALL of them said it was authentic. Who’s to say who the experts are?? I have chosen to only buy from resale who guarantee a return if deemed unauthentic by ANYONE. That’s what we are truly paying for. The ability to get our money back. There are few and far between real ‘experts’ in authenticity any more. The best they can do is refund if any doubt. Will you buy from them again? I’m on the fence as their return policy seems unmanageable…Thank you for sharing 😉❤️
I won‘t go back shopping with them, cause I don’t trust their authentication at all (and if that’s the only „expert“-opinion they do accept, there’s no way for me). They would have to change a lot about their authentication, their return policy and customer service - and I don’t see an actual change happening, this call - in my opinion- just took place for public damage limitations
They did almost the same thing to me, forced to sell fake product. I received fake Gucci card holder, I sent it back. It wasn't even the same as in pictures. Didn't hear anything about them. Today I asked what's going on,and they sold this fake item on my account without my permission. ( I would never sell fake) Long story, but I will take this to European consumer protection
So sorry to hear you had such terrible experiences with them aswell! But good to hear you'll take the right steps! They should not be able to operate anymore!
About 2 years ago I bought an lv neonoe in excellent condition, when in came there were cracks a long the top of the canvas ! I sent pics and they ask me to return for another check and I had my money back in 5 days ! They relisted it with cracks in the leather not canvas ! Also not in my name ! ❤
Glad you got your money back and they relisted the bag under their own profile. I think the process of relisting items on the buyer's profile, is still quite new (and I hope they will stop doing so again!)
They r lucky u didn’t sue them! Like the other comments, they’re just backtracking now trying to smooth it over. I had a -well similar- experience w some Gucci earrings I purchased from them. They were not authentic and so I requested a refund and same kind of thing took place- hard to get a hold of them through that stupid chat. But eventually I was able to get through and they did refund them. I was so scared in the meantime I swore I wouldn’t purchase anything from them ever again! They relisted the earrings too. And I’ve had similar experiences w other companies- for one the realreal. They relisted an item I purchased w another authentication problem! So there is clearly something going on w all these places- bottom line is THEIR bottom line-$$$$!
Wow, I have been eyeing a few things on VC and wanted to purchase but now I’m rethinking things. It’s not worth this kind of headache! I’ll try elsewhere thx
You had to ask why VC removed the Button - Report an issue for items who has been autenticated? Befofe i bought gucci shoes broken after authentication and i could report issue.. Also i bought LV backpack after authetication and i also reported issue as the parts were changed and leather parts dis not match.. i returned and got refund. I understand they paid seller and get stuck with backpack as i returned it. If they have too much losses or too many items returned and they not have no big enough storage to store items they have removed - report an issue “ button from now so u have no chance to return at all. Better buy direct shipping and if u not like or have doubts - report issue and return
They should do better checks in the first place, to not end up with faulty items 😕. Unfortunately I did not even know/notices, that they got rid of that button. Definitely would have been an exciting question to ask!
It’s not always about the final income is about the hassle some companies put customer through, the level of stress and frustration can be avoided if there is a good customer service from the beginning. I try to avoid these companies if I encounter any problems.
Hello! When they say, they trust only their authenticators l or brand, they be default almost kill the chance for buyer to be refunded, meaning fakes circulated there more and more, lower trust to people that just want to relist their items because they did not like them, a whole bunch of issues, it is better just not to buy there. They could at least use Entrupy authentication for the humongous commission they charge
Welp, your 2 videos and the video Dacob did have definitely ensured that I will NEVER make a purchase from Vestaire collective. I’ll stick to eBay and Poshmark where I’ve only ever had positive experiences as a buyer and seller.
Glad I was able to help you save some negative experiences 🧡! I'm definitely done with VC aswell - that call does not change a single thing for me and I could never trust them with my money again
Hi! I'm working on vestiare collective and I need your advice! Im currently trying to reach their Milan management or a higher position phone number..(as u probably know it is embracing to talk to their customer service). It's been a month my money won't come to me (they keep telling they can't verify my card and Id once the five days waiting is over, then I confirm everything, then they tell "the money is sent" and once five days are over the situation repeats in circle.) what should I do? They ignore my complains and my asking for receipts of the payment and phone numbers...
a truckload of BS excuses from them. if this hadnt gone public, they'll sit back and do NOTHING. How many of their customers here have similiar issues with them is already very telling
I agree! Especially since I‘ve already been in a similar situation about a year ago (mentioned around minute 8:07 ) - and oh surprise: back then they didn’t care at all and did not even refund me my money!
Hi Mary. You did good job🙌👏 dont be so hard on yourself😉 now the conversatiin and excuses that they made was just bunch of bs… they were sorry that they got exposed on social media 😳🤪 So they did not really made it right to get your business back. I mean they should be giving you hefty discount, cause it took a lot of time and agrevation , to solve this ordeal, and time is money… have a blessed day🙏❤️
Thank you so much 🥰 - they should not just give me a discount , but send me an entire bag 🤪 cause I definitely won’t spend my own money on that platform ever again 🙈. Have a wonderful day❤️
I read a comment about VC using bots under one of your videos but can not find it anymore. As I was getting a lot of likes and price proposal from sellers with no sale or buy history, I have just checked some of their profiles. All in UK, with 3 same subscribers Chloeluxury (from VC), Team Vestiaire Collective, ans Sarah (with same picture as Chloe)… Is it legal ?
Unfortunately I haven't found another one yet, that is operating internationally. I know some smaller businesses that do operate in Germany, but that probably won't be very helpful to majority of my viewers. Definitely stay away from TheRealReal tough - I heard a whole lot of horror stories about them!
@@LuMiLevelUp thank you for your reply. TheRR was exactly the one I was thinking of....now it's clear, will keep it in mind and not even start there. Interestingly enough some fashion content creators that grew over the years do praise them....well, it's money I guess... ;-)
That is all well that Vestiaire Collective contacted you but is that because you have a platform and your video went viral ? if an average person without a youtube channel had the same issue I don't believe they would be nearly as helpful... This does not change my opinion of VC nor would I shop there.
Definitely! I 💯 agree and I'm well aware, that the just reached out to me, because my video got attention. My opinion about them hasn't changed from the previous video. I just wanted to share what as been discussed in the call, cause people have been curious about it. I have been in that exact same situation with Vestiaire Collective before (with the bag I mention around minute 8:17 - I already spoke up on my TH-cam channel about that experience back then aswell and no one at VC cared, cause that video didn't reach that many people).
I hate talking over the phone too lol. Fellow introvert here that’s why I haven’t started my youtube channel I am so shy and don’t know if I’ll be able to talk to the whole world 😂
Doing TH-cam is sooo much easier than talking on the phone 😁 - you‘re in full control of your content and can edit everything out, that you didn’t like 😆
The fact that they reached out only after you slammed them publicly says it all. I bought something from them recently, let's see how it goes, because I know all the items I sold were as described.
Fingers crossed for you, that everything is fine with the item you bought🤞 - cause it’s definitely not a pleasant experience , if you do have a problem and need to come to a solution with VC 🙈
What is not clear to me is WHY did they not just refund your money in the beginning and HOW is repairing a broken item the same as receiving the item unbroken? It is not the same. You did not have what you bought in that case. The fact they repair items at all is a big RED FLAG to what is happening behind the scenes. The problem seems the person who was responsible from their side to ship and pack the item to you in the first place did not protect it when they packaged it. Their fault. I had this happen with TRR and they quickly refunded the item.. I've spent over six figures on inventory over the years with TRR, and I'm always confident in buying.never worried....NOTE: These vintage pieces in general are fragile....over time they may have gone weak and need special care, just not thrown into a loose box for the mail to shuffle around before you get it. I'd say their very strict policy is hurting VC to a very large degree. They clearly are having big problems....why else offer no fee listings in the USA? Thank you for sharing the update and I am very happy you were refunded your money. This simply makes the case for buying new from the brand. I have ONE experience so bad with VC I'm thinking of small claims court. Since they just quit communicating with you when they think they had said their piece. It's a terrible practice and from an American perspective will hurt them always.
I had no idea, there is no selling fee in the US 😳 very interesting! I‘m 💯 with you, they neither deserve our trust, nor our money and this call just took place for public damage control! They messed up big times and now try to talk themselves out of it. Thank you for sharing your thoughts 🧡
@@LuMiLevelUp Yes they have been running no fee selling promotions in the USA to get more sales in this country.... of course they are not going to tell you! :)
Hi, Mary thank you so much that you have shared your experiences with us. I have a personal question. I just bought a gucci bag from Vestiaire collective (direct shipping) and there is some part damaged. I would like to go to Gucci Boutique and ask if they can fix it for me. What if they refuse to repair the bag due to inauthentic bag, can I contact Vestiaire Collective support team and ask for the refund? What is your opinion?
Did you buy it, knowing there is a broken part? (Otherwise you would be allowed to send it back anyways). Considering, what the lady on the phone said, your plan is the best option to get a valid authentication, that VC would accept. If Gucci accepts the bag for repair: everything is fine. If they refuse to repair it (and not just because they might not have those parts anymore or something like that), VC should take the bag back! If this happens: please let me know, if VC kept their word an actually refunded you. If they don’t, they lied to me YET AGAIN
@@LuMiLevelUp There is a broken part which isn't mentioned on it but I just found out after 3 day of receiving (it's my fault). However it's acceptable for me. I will go to gucci boutique and thank you so much for your answer and opinion, I am really appreciated it. ❤️❤️
Whoa, I am just less minutes into watching, and I am already angry, I am quite certain they violated GDPR and few other regulations. As someone with loads of experience in journalism and PR, I anticipate what they were telling you, am curious to continue, but I guess they will defend their authentication process and practices, and then spill more BS .... :)
Ich bestelle bei vc schon seit einigen Jahren u bin bis dato sehr zufrieden. Auch konnte ich problemlos einige Sachen (kaputt, nicht wie beschrieben) anstandslos zurück schicken
@@jacquelinehinterhofer6017 das freut mich für dich - ich war auch jahrelang zufriedene Kundin, bevor die Probleme leider begonnen haben sich zu häufen. Die zahlreichen Kommentare unter meinem „Scam“-Video zeigen leider auch, dass es kein Ausnahmefall war. Ich vermute jetzt mal, dass du vor allem Artikel zurück geben konntest, die mit „Sofortversand“ bestellt wurden - hier sind die Erfahrungen generell positiver, als wenn VC vorab für den Check involviert war… allgemein gesprochen: es ist auf keinen Fall alles schlecht an VC, aber ich habe inzwischen selbst zu viele negative Erfahrungen gemacht und noch mehr Horrorstories gehört, um dort weiterhin einzukaufen
It’s a pity they don’t react in the same considerate and attentive way when you reach their customer support chat. Instead you get robotic answers that don’t solve any of the issues.
Du hast ja gesagt das du nicht mehr dort einkaufst. Wo kaufst du denn jetzt sonst deine Second Hand Designer Sachen ein? Ich kenne nämlich nicht so viele Authentic Designer Reseller mit erschwinglicheren Preisen.
Ich mochte Rebelle als deutsche Plattform sehr gerne, die gibt es jetzt aber leider nicht mehr eigenständig, sondern sie haben sich vor kurzem mit Vinted zusammengeschlossen (mit der Kooperation habe ich noch keine Erfahrung, für günstigere Artikel nutze ich Vinted aber gerne). Super Schnäppchen kann man auf "Vintage and Kickz" finden und "Vinte-en-Vouge" mag ich auch gerne.
The relisted item does notlook like the same. There are signs of repair on top of that cage that is not on yours.... so either they repaired, broke, tried to repair, but not able to and then repaired... so seems another problem. But that they re-list again ON YOUR ACCOUNT... without your prior approval... this is really unethical, and possibly illegal... but might be in their company policy somewhere... I didnt read it through, like 99% of people...
To me, what they are doing, feels illegal! Especially when it's about items with authenticity issues - it can not be ok, to force people to sell them on - no matter what's written In their policy, cause selling fakes is against the law
I‘m a little paranoid and scared of big companies with entire legal teams 🙈 - but you’re right: they can’t stop me from speaking the truth and I have evidence for everything I said!
Honestly, to me it all sounds polite but standard customer service who only want you to not stop spending your money with them. Not that they will change anything in their policies in the future...
I think there's few things that bother me: 1. You had to make a TH-cam video to get your money back. Not everyone have audience like that and it should not be so hard anyways. 2. My personal experience where the bag was clearly fake so their authentication team clearly do not know what their doing. I knew even from the smell and touch of the bag that it was fake and not a good one. So the issue of reselling fakes will not be solved unless they actually do something with the authentication team. It's great that they called but clearly there's no plans of changing anything and we return back to the starting point.
I absolut agree and I'm well aware, that they never ever would have apologized to me, if my video would not have blown up. Actually I myself have been at that exact same point before (I mention it around minute 8:16 in this video: they already relisted a falsely advertised bag on my profile about a year ago) - back then, they did NOT refund my money, even tough I spoke up about it on Instagram and TH-cam (but my video back then didn't get a lot of views, so they ignored it). I had to get my payment provider involved, to get my money back!
I don't have any experiences with paying with PayPal on VC, but when I had paid with Klarna and had issues with VC, it took forever and some discussion, to finally get my money back (I had to prove to them, that I already had tried to solve the problem directly with VC). So I'd rather stay away completely from VC now, I don't want to ever have to got trough that stress and hassle again!
I hate them, the most awfull service ever. No one in chat never wants to help, the most arrogant French app I ever deal with. They deserve to shut down. They don’t care about clients at all.
I think it’s most fault is Chanel they have poor quality items and always Chanel costume jewellery is so expensive and quality is so bad and poor. Their jewellery pieces are broken so easily and pearls and crystals are fallen from the earrings and necklaces so bad and poor quality of Chanel costume jewellery. It’s better to invest in fine jewellery like van cleef or Cartier. Chanel prices are going up and up and quality is down and poor.
The quality of that brooch definitely must have been terrible, when it broke TWICE in different places. Actually I did neither mention it in this video, nor in the previous VC video: but when I initally unboxed the brooch, I immediately had some doubts about it’s authenticity - I mentioned that in the inital unboxing video of the brooch (but I don’t have any evidence for it at all). Chanel might produce low quality costume jewelry, but VC definitely didn’t handle the whole situation with grace…
But it’s good you got your refund back and VC has accepted their fault. I am selling and buying with VC since 2015 but so far it’s so good with them and I have bought designer bags from VC I always authenticate my bags with real authentication after bought my bag from VC and luckily I have no issues with buying and selling on VC. I know there is lot of horrible buying stories on VC but touch wood my experience is very good with VC so far.
@@nadiamasood8161 I discovered them in 2017 - checked back, cause I got curious: I bought a total of 71 items over the years and about 8 of those purchases turned out to be unpleasant and took a lot of fighting with VC😅🙈. I learned my lesson now, I don’t want to trust them anymore (eventhough I absolutely do agree: it’s possible to find great items and deals there aswell). But my trust is damaged 💔
It looks VC changed their strategy on the authentification fees in the last few days. It's not optional any more and now it is called service purchase fee. Only on Friday it was not the case yet... is it the reaction on the bad publicity? What do you think, guys? Or did I miss something?
Is this the fee, the buyer has to pay now on top of every purchase? They already implemented that on the German site a few weeks ago (so not in connection to my call) - or is there something else going on aswell? 😳
@@LuMiLevelUp ahm, not sure. It might be I confused smth. I was ordering on Friday and there was still a possibility to select with extra authentification or direct sendout. Yesterday there was no selection any more. So not sure what they r doing there.
I have had so many problems with VC, they just don't care about the customer only the money. How many people like us can they offend? What future for a company with this diabolical level of customer service? I think they are partly owned by the French government hence they get away with anything.
I think they aswell get away with so much, cause they make their customers do the „sketchy stuff & dirty work“ - when they force them to relist items, that are possibly inauthentic 🙈
They didn’t actually reach out to you with a solution, like a promise of what they will actually do to improve, just a regular boxed customer service response of “we have heard your concerns and we’ll look into to improving!” When nothing has changed they’ll say “we looked into and we think nothing is wrong with the way we did things before! 😂”
So they will never refund you on your past fake purchases as they are the ones who would determine if the bags were real or fake. So what's the point??? Even if you take rhe bags elsewhere for authentication, they won't take that. So simply no refund for you.
So true, they build up the perfect system for themselves - and cash in, everytime an item gets sold (even from unsatisfied buyers, that might have been forced to sell on items themselves)
As the VC-lady probably would say: „We‘re very sorry this happend due to miscommunication“ - but I agree: an apology doesn’t make up for it, especially since I know I’M NOT THE ONLY ONE 💔
Their comment about not allowing third party authentications completely misses the point. Their business is selling items. Thats how they make money. If the item is fake they don’t make any money. So their Authenticators are coming at it from that perspective. Third party authenticators are in the business of authenticating. If they get it wrong they lose reputation and business. So they are more invested in getting it right. VC needs to accept other reputable authentications or they make themselves look like they’re trying to escape scrutiny.
I totally agree - especially, since it's nearly impossible to get a brand themselves give you any kind of paper work on an item being inauthentic! They set up the perfect system, to keep selling on the same - possibly inauthentic - items over and over again (and cash in on the sales commission each and every time)
Interesting that they reached out - they must have felt that your video actually made an unpleasant impact on them 😆 kind of sceary that they won’t trust any other authenticator services other than their own but they are expecting that we as the buyers would need to blindly trust their service… shame for them for alienating potential future buyers from using their platform!
.. it sounded like a bad joke to me, that they don't trust other authentication services, when their own "experts" sometimes even overlook very obvious flaws, that are very visible, to the bare eye 🙈
Im really sorry about your experience but i NEVER had any bad experience with vestiaire, actually the exact opposite. They are the most organised second hand online website i use. Maybe i was lucky? Please dont forget that its a big company with many employees, not everyone is doing their job right
Thank you for sharing your experience! Did you watch my initial „You NEED to know this about VC! Vestiaire Collective is scamming customers | Review“ video aswell? Cause so many people in the comments shared similar bad (and even way worse) experiences 🙈
@@LuMiLevelUp yes I did, I was really shocked to hear. I shop from them minimum once per month, never had any problem,items always arrive in the described condition and on time. They always get back to me when I try to reach them in customer support and are always helpful... But definitely after seen your video I will be extra careful...
Nah, still too shady to do any business with. There's nothing wrong with you expecting them to be aggressive with you in the phone call, but I think they also assumed you were going to answer the call with that expectation and strategically caught you off guard with their pleasantries. There are so many things you're saying they said that are still major red flags, including a lot of deflection. First off, I wouldn't expect them to actually come through with sending a copy of the phonecall audio, and if they did, I would assume it was edited in some way. Second, they never addressed listing the item on your profile without your consent, making you and your profile be the ones visibly responsible for selling an item with improperly disclosed condition issues. I think the biggest thing for me, from your previous video, is that they went in and deleted your conversation with the other girl - a fellow customer - and blocked you from being able to talk with her again. They either deleted her account altogether, or blocked you two from seeing each other on the site. That tells me that they knew full well what was going on and didn't want wronged customers sharing stories with each other. I wouldn't trust anything they say.
I agree with you 💯- when filming this video, I just was still quite nervous, so I didn’t speak up as critically as I should have. I would never trust them myself again! They did actually send my the recording though and I don’t notice any alterations - but they didn’t say anything, that could actually get them in trouble, in the first place. I don’t know, if it might have been a different story, if the lady on the phone accidentally might have spilled some tea 😁
It is a shame that it took a video to go viral for Vestiarie to react.. it was not a miscommunication, it is a standard of care, that they offer to their customer.. oh pardon me, no standard at all..
I agree 💯! When I had a problem with them, about a year ago, they didn’t care AT ALL - I did not even get my money back from them! Now that my video got attention, they suddenly pretend to care 🙄
I cancelled my purchase on vestiaire and im not coming back
Me neither! Since I've been still quite nervous, when filming about an hour after the call, I forgot to mention in the video: it feels good to get an apology, but it doesn't change a thing about the experiences I made, the comments I read and my lost trust. I'm not coming back!
I'm going to go against the grain and say that I feel like the VC representative was just doing lip service, making you feel heard and putting you at ease in the hopes that you'll return to your audience and say "it's fine, they listened to me, they're working to make things right". But actually, they don't plan to change their ways because changing their ways would lose them all that juicy profit via commission. The illusion of change is more profitable for them.
VC cling to their "authentication experts" but there's no transparency on what these authentication experts actually do. There are some really obvious dupes that get sold on VC that anyone with any common sense would be able to identify - wonky stitching, upside down labels, cheap-feeling material that does not match the fabric composition tag - so these "experts" can't be all that if these items regularly make it through their checks. If they ACTUALLY wanted to improve on consumer confidence, the first logical step would be more transparency on what qualifies their authentication expert team. How big is it? What skills do they have? Do they have experience in fashion design? Do they know what to look for when it comes to dupes? VC are profiting off dupes and they have no incentive to stop because if they're relisting fakes onto your page rather than theirs, you are the one who is held liable legally. Not them. It's a major breach of trust, which is why there absolutely needs to be more transparency regarding these authentication experts. Everything about their system is set up to help them break the law without facing consequences. They're dodgy as hell.
I'm glad your video started a bigger conversation about VC as a company. I've had my doubts for a while, but hearing the way they essentially skirted responsibility of the bigger issue makes me feel vindicated. Yes, they solved your issue, but will this happen again? Probably, yes. There needs to be more openness about the way they operate and they need to reform their returns policy. Without those two things? I expect (and would hope) to keep seeing customers leave their base en masse. Very, very dubious company.
Couldn’t agree more
Thank you for this comment, cause I couldn’t agree more! In this video I mainly shared the conversation we had on the phone, but without voicing most of the concerns I still have.
Cause I‘m 💯 with you: this call won’t change a thing. It feels good for me, that I - at least - got an apology, but in the grande scheme of things: it won‘t make a difference (and I myself definitely won’t go back shopping with them again).
I definitely understood, that she wanted to make me feel good and I tought, I made this clear by stateing, that she did public damage limitations.
Maybe I shouldn’t have filmed that video the same day right away, cause I was still full of adrenaline and kinda improvised - I probably would have spoken up more critically, if I had prepared this video for several days.
I might possibly do another follow up video 🤔
No worries! It's understandable that you would've wanted to film it the same day, given that you had so much anxiety around the call itself. If you do a follow-up video, I will of course tune in :))@@LuMiLevelUp
Exactly, I have been on the phone with them as well. I also have emails with a previous manager I had to track down on LinkedIn because nobody would help. The manager made sure I got a 100 euro voucher for their mistakes and they fixed the issue. The problem is that since that time, I have had SEVERAL more incidents with them, and I am done shopping with them now. It's a shame that this has become such a scammy business. :(
the auto relisting seems illegal because it's fraud and passing off
I'm not surprised that VC are currently on their best behaviour with PR as they are currently crowdfunding in the hopes of going to IPO next year! The cynic in me says that this level of customer service wouldn't have been available if that was not the case...
The cynic in me says: this level of customer service wouldn’t have been available, if my video would not have blown up 😏
@@LuMiLevelUp Amen!
I faced similar issues with VC. and, nope I didn't get a call. 🤭
@@LuMiLevelUp Absolutely! Thank you so much for bringing this subject to light. I see many comments of people saying how they won’t risk doing business with such a shady company because of the content you made and I’m honestly happy that you prevented someone else from going through the same nightmare we have. Keep up the good work!
Thank you so much! It feels so good, that my videos helped to prevent others from making bad experiences and going through all that stress with VC themselves!
It still sounds like a scam to me. They cover themselves by using their authentication services and not accepting anyone else's authentication certificate. You seem relieved but nothing has changed.
Guess I was actually relieved when filming the video and the call was over, cause I do not have to take the video down or face legal consequences 😅 (and it always feels good to get an apology, if someone did you wrong). But I agree: it doesn’t change any of the issues the platform has - and it won’t make me go back shopping there!
@@LuMiLevelUpVC still has the policy up that they don’t take returns, but instead, will list the item on your account. If you try to report a problem, the page where you report, it was not available as a last week. Instead your redirected to the page that explains that they don’t take returns, etc. And that’s why no one should buy from them.
@@LuMiLevelUp I'd have asked them at the end of the call (and in a week's time, in written form) to tell you PRECISELY what will be changing at the business to prevent a bulletpoint list of issues from happening to anybody ever again. I'd have gone through a short list one by one and asked her to tell you HOW they would alter the business model, operations and communication after your oh-so-important recorded phone call 'for training purposes'. With these sorts of slippery people you have to have specifics, you cannot let them leave you with promises to 'do better' and all these plans 'going forward'. What? What EXACTLY are they going to do? I bet you got not a single constructive answer, just abstractions and promises...earghhh, these people. 👎
Their customer service is an absolute joke , they do not read the chat history, they make you feel as a parrot and make you repeat your issue 100times, to a different agents. It is the worst customer service that I have experienced in past 20 years .. They represent themself as a re seller of luxury goods.. with that level of customer services they have to be prohibited to be on the market of any goods.
I‘m 100% with you, worst customer service, I have ever experienced - eventough I spend a lot of money on that platform! I‘m so done with them, they deserve neither my trust, nor my money!
I completely agree with this!
Vestiaire is like that toxic partner, who says they're "sorry and will never treat you bad again". And then keep doing the same thing. Don't fall for it girl! That lady sounds like a real PR professional for sure, but their company policies are scammy and, like you said, illegal.
Very well said! That’s exactly the way it is! Guess I‘ve still been somewhat too nervous, when filming this video (so I didn’t speak up very critically): but I agree! The call didn’t change a single thing about the issues going on on the platform - and I won’t go back shopping with them!
1) For the future; If someone says they wish to record you and you give them consent AND THEN you ask them the same back but they want to know your reason... That is a red flag. Anytime someone wants your consent, but then is hesitant at all in returning the favor (doing the same thing) that is a bad sign. This is advice for anything in life in general; don't assume the worst, but always take note of when this happens and treat it as a sign you should not blindly trust that person/company.
2) Never trust that the other party will give you a copy of the recording, even if they said they would. This is not because they will intentionally withhold it, but communications do break down, things are forgotten and sometimes things just don't happen. This is also a sideways way of them saying they are taking your consent and recording you, but that they are not giving you their consent outright. As long as the recording they said they would give to you is then never given, they can make any claim they want about what happened exactly. They can also withhold the recording as a way to then claim any notes you took or anything you said was "not accurate" to the "actual conversation" that happened.
3) The biggest problem here, besides them ignoring you many times over, is CONSENT. This company has done things to you, at you, repeatedly without any informed consent. They did not include these things in their TOS (terms of service) for you to agree to, so you did not agree to them or give them permission to do these things at you. When someone does something to you / at you and then retroactively (after the fact) tries to smooth it over they are basically trying to convince you that it was "okay" all along and that you hadn't been violated. It is a very sideways, soft version of trying to gaslight an individual and there is no precise legal term for it, but it is real. Please keep this in mind in the future; any time a company violates you by not getting your consent willingly, know that after they are called out on it they will often then try to infer or convince you it really isn't worth your time or energy to hold them publicly accountable.
All of this said, I think this is a fair point for you to choose to close-out the matter and call it settled. One of the most important things to learn in life is when you feel content and are ready to move on. In the legal world, this all theoretically can be taken further and go on longer and so on but as an individual it's important to know when you want to stop. I think we've all learned a lot from this adventure; you've provided a good deal of information for the general public and I really hope that moving forward you can relax and go back to making content that brings you joy.
Thank you very much for - yet again - a very valuable comment! As you summarized it in your last paragraph: I think with that apology, I got "the most, I can get", without taking legal actions myself (which would just cause me way more stress, probably would drag on for forever and possibly cost me quite some money aswell). I'm at peace with knowing, that I will never trust them again and won't shop with them ever again and especially with the fact, that my video was impactful enough, to at least make VC notice they got publicly called out for their behavior and practices!
If one party is recording, BOTH CAN.
THey also edit the recording.
TOS does not change the law. Terms of Service aren't legally valid.
Your first sentence is spot on. Your comment was excellent. Everybody needs a friend like you to advocate for them. The introversion and shyness of this content creator let her down: I'd have sunk my fangs into that slippery shmoozer they hired to sweet talk and charm her way through this bit of PR damage control. She was a pro and I winced to see how successful she was at winning this poor screwed over customer around. You cannot be a sitting duck for the socially confident, articulate professional snakes out there; they're really good at getting their way and leaving the 'victim' with a satisfied smile on their face, thinking all is well and the person was actually 'really nice and deserves a raise'. Shyeah, I'll say. But not for the same reasons... 🤨
This is the power of social media. It doesn’t matter how big a company is or how many attorneys they have, if you have a public platform to reach their customers they will be held accountable, as they should be. Hopefully they will overhaul their policies.
I'm so incredibly happy, people watched my video, liked and commented, to help spread awareness and let VC face at least a tiny bit of consequences for their terrible policies and lack of customer service.
You did a great job! Unfortunately we know that VC Is not truly ashamed but they wanted to stop a viral customer insurrection 😂. I hope they will apply the lesson learned ...... In their interest!
Thanks for the follow-up. As a fellow introvert and non-native English speaker I can imagine these were some stressful moments. 🤣 Would have been great if they would've said 'congrats, you've figured us out', but I wasn't expecting it. Whole thing still sounds super shady, I don't care what the nice PR lady has to say, I'm NEVER buying there.
„Congrats, you‘ve figured us out, but you have to remove your videos now, here’s 10k and you may NEVER say a word about our company ever again“ 🤣
@@LuMiLevelUp If you never speak of VC again on your channel we'll know they have paid you off. 🤐🤣
LilySilk did the same thing to me, looking up my private contact information using what I showed in my review video to find my order. I felt very uncomfortable about it. It seems very tricky of VC to not trust any other outside authentication source besides the brand. I understand they want to trust their experts, but why should the customers blindly trust them. Your hair looks pretty 😊
I remember your video Meghan! Already back then, it felt invasive and like a violation of data protection to me. Well... guess that's what companies do 🙈
Right, why should we solely trust their "experts", when we already made several bad experiences with them? If their experts sometimes overlook very obvious flaws, how can they do a reliable authentication?
Data Protection violation.
What angers me incredibly about these sorts of issues which content creators share details about is that the companies involved only seem to hop to it and make things right if you have a considerable social media following. I would refuse on principle to allow myself to be shmoozed by them via a phone call etc. I know what they're doing. That countless other people have, are and will continue to be screwed over due to dodgy practice, policy and so forth is all that would be running through my critical mind. I'd absolutely take them to task in great rigorous detail if given the opportunity. When they had the gall to lie to me that they were going to record the telephone conversation for 'training purposes' I'd announce that in that case I would be recording too-- I wouldn't ASK, I'd inform her. I cannot believe that VC woman had the slipperiness and arrogance to ask WHY the content creator was going to record the conversation. I'd have laughed and said 'for training purposes'. We're not children out here; we all know that calls are recorded for the companies legal team and their own legal reasons should future litigation or other issues crop up. It's to cover their arses. We all need hundreds of thousands of subscribers to be treated well it seems. For shame.
I’ve tried to purchase an item with Vestiaire Collective and the ended up NOT sending the item I ordered. Tried to communicate with them via customer service and the seller but No one followed up with it.
I ended up disputing through my credit card and what really upset me was that my seller also gave me a scoop about how the an agent customer service had talked badly about me.
Terrible. Also, I will never buy anything with them because I’m not sure if they are authentic!!!
Thank you for sharing your experience, this really sounds terrible and I wouldn’t want to deal with them anymore aswell!
I regret for not making a video to document my bad experience with Vestiaire Collective last year. Anyway, thanks for sharing!
It's never too late to speak up! If you made bad experiences, you can still share them now (and the conversation is HOT at the moment)
@@LuMiLevelUp I agree. I will not hesitate to share all my personal experiences (good & bad) from now on.
Why regretting when you can still film and post it!
@@stunningbeaute1037 Long story short, I didn’t film my “unboxing” of the shoes being returned to me. They were damaged since the buyer claimed it was too small, and tried to squeeze her feet into my shoes (I don’t know how) but they were full of scratches when I received them.
I deleted my account with them as soon as I saw your last video. I was going to start selling some of my bags - but I don’t feel comfortable now. They can’t fix it. The horse has left the barn!
I agree, the call was just for public damage control and nothing will actually change. I won’t go back shopping with them either!
Ahhhh...Now I know why some (actually many) of my "favorites" in my VC account (all bags) suddenly disappeared... 😉
It is a shame! I had a wonderful run with Tradesy before they were bought by VC. I didn’t sell anything on VC but I did buy a Tory Burch crossbody. I thought it didn’t seem as high quality as other bags I have from TB but dismissed it- now I think it was probably a fake. They should be taken down! How dare they re-list disputed items on the customers account without their permission and without resolving the dispute!
I hope they are put out of business
Still nope, they only reached out to you because they saw that your video is getting attention from people. There’s no way in hell they would do that if your video wasn’t so popular. So good for you and everyone watching as well cos now we know not to spend money on Vestiare Collective!
Thanks for making the videos, you’re saving a lot of people’s time and money ❤
You're absolutely right, and I myself am evidence for that thought: cause when I had a similar issue with a scratched bag already back in 2022 (mentioned around minute 8:17 ), I spoke about about it on TH-cam aswell - but VC didn't give a sh*t to solve the problem back then, cause that video back then didn't blow up
So, with my marc jacobs tote, they said it was authentic, but then I sent them photos that showed discrepancies between the tote I got from them and my tote I bought from an authorized retailer, so when they looked at it again, they said it was not authentic?!?! Their authenticators said TWO different things - how can they be experts?
Exactly 🙄 they want us to solely trust their „experts“ - eventhough plenty of us have already made unpleasant experiences with the quality of their authentification. And how can we trust those experts, if they even overlook some flaws, that are very visible to the bare eye? Unfortunately I was too rattled, to ask those very critical questions on the phone.
You should have observed the platform after you MJ incident: I‘m dying to know, if that bag possibly popped up again on the VC account (alledgedly)
@@LuMiLevelUp sadly, it has been too long to check
I ask me too, how the hire the " expert" . I bought Prada sandals. on the listing 37 EU was mentioned, but on the picture it was 37 IT-. unfortunately the did not fit and then I relisted them the same day I got them , using the reselling function they provide. I sold them soon, but VC cancelled the purchase as the size mentioned (EU )did not correspond to the size on the shoes IT. I fought almost one month. 1 they should know that If you use the resell function- ( in order to save the high commission they take) the information on the listing cannot be changed. 2. they replied than when I bought the sandals I should report the wrong information and ask them to correct the listing. But who assured me that they accept the report, if the IT size of the shoes was clearly showed on the picture? NO ONE. 3 Last but not least, their experts should have known that Prada applies just ITALIAN sizes.. The exchange of emails and chats was massive and exhausting, as every agent managed the issue in his own way: they sent me automatically the sandal back, meantime a agent assured he was on the case. then I got the sandals and I wait 2 weeks until the decided I could send the back and another two weeks to get my money... all with a permanent email exchange and contradictory replies and communication. A nightmare.
@@laurasacchi8308 sounds awful:(....
They are NOT experts. They are clueless clowns who once demanded I submitted the authenticity card for a Balenciaga bag. Even my dog knows that the brand doesn’t issue one. Another time they said my bag had had its color altered, when the serial number had a color code that rightfully corresponded to its color. Honestly, I think there are many incompetent people there working under pressure for low wages and in a highly toxic environment. In every department. That’s the only plausible explanation for all the crazy that goes on in this company.
Thanks for being honest and sharing your experience. I was already in conversations with a seller to buy a purse but I canceled my offer, deleted the app immediately after I saw your video and I’m not going back. I feel like the only reason they’ve reached out to you is because you have an audience, but what happens to rest of us?
Again, thanks for sharing! 💕
Thank you! I totally agree with you - they do not care to actually improve, the just reached out to me, because my video blew up! I will never go back to shopping with them myself!
It makes a person ask themselves, as a buyer, how many times are they repairing broken items themselves and resisting them? I don't want something that has been previously broken and repaired and not disclosed. Learning that they only trust their own authentication, and won't accept a dispute from a reputable 3rd party authentication service, and knowing brands do not authenticate unless it's going for repair, I won't buy from them ever again. Knowing this, makes your call with them extremely important. THANK YOU!
You’re very welcome! I‘m not going back to shopping with them ever again myself! Knowing what I know now, there’s no going back!
repairs make something fake legally speaking since it wasn't done by manufacturer
@@seabreeze4559 excellent point. I hadn't even thought of that.
Interesting conversation. I'm glad they reached out to you and glad to hear you handled the call so well (I also avoid talking on the phone).
Thanks Autumn! Eventough it feels good, that I got an apology, in the grande scheme of things, this call doesn‘t change anything. I won’t go back shopping on that platform..with knowing what I know now (especially all the experiences my viewers shared in the comments of the initial video)
There is a lesson to be learnt here….lets hope VC learn from it, and improve their business model
I‘m with you: let‘s hope they do. (But I‘m definitely not going to be the one, that tries it out 😂)
Thanks for these videos. I recently decided to invest into VC not too much but still a bit and then right after I saw your videos. I just got an email saying that I could still pull out if I want to until later this week and now I'm thinking if I should. Maybe your videos are a sign!
I would take it as a sign 🙈 they don’t do good business and I think therefor they won’t have a financally succesful future.
pull out they are going down the tubes
You will have to fight to get dividends 😂😂
@@БелкаСтрелка-с1й don’t be silly, with the way VC does business, they won’t even come to a profitable point to pay dividends to anyone 🤪😂
@@LuMiLevelUp 100% agree 😆
Thanks for the update. The fact the Chanel brooch is in worse condition then when you returned it is a huge red flag. Gives the impression VC tampers with items and if it goes awry they may try to blame customers saying it was returned in that condition. Buyer beware! Make sure to film the unboxing as proof like Mary did. That and the traction from her video is what led VC to do the right thing.
Thank you for your comment! I'm 100% with you, it's so important to film our unboxing, to have proof in case anything is wrong!
Their "repair" story makes no sense. Hearing VC fixes item without consent is even more alarming as they can break it further and when did they becomes experts at fixing Chanel or other luxury brands?
Not taking other authentication services, WOW! They are not great at authentication. That is the final nail on the coffin. Hopefully, I have permanently broken up with VC.
Well, guess that's exactly what happened! They tried to repair it to resist it on my profile - and now the brooch is even worse damaged and completely broken 🤯 - at least the person, that then bought it from the VC profile, knew he/she would get a broken item. I definitely am done with them for good!
I'm glad that they didn't ask you to take that video down - I don't see how they could. LOVE your hair and the funny outtakes at the end! : )
Probably I'm just a little paranoid, when it comes to legal threats 😅🙈 - thank you 🥰
Happy to have found your channel. Great video! Love your English ❤
Thank you so much 🥰 guess a little accent can be entertaining 😁❤️
That is true sometimes. My husband has an accent so I know it is not easy. Please note that you accent is beautiful and charming ❤
@@Jp22573 thank you 🥰
Mary- thank you for these videos. As a buyer I have soooo many issues with Vestiaire Collective. Their customer care service is horrible, they intentionally delay so that you miss your 72hr period to report and issue and when you do manage to report it by some miracle, they refuse a refund because they insist you re-list it. I received a item with a missing piece which was not indicated in the description and their expert reviewers also never mentioned it in their Quality Assurance. They support their refusal for a refund because under the product listing someone had asked the seller about the product and they mentioned that indeed one of the pieces was missing. But this is not transparent, as missing pieces should be mentioned clearly in the description and shown in the photos. Now I am stuck with an item I can not use, I paid a lot for and they are making me re-list it on my profile. I refuse to list something faulty/damaged/missing pieces. I think I will do what you did and raise it with my bank services provider. Thanks to your videos I know how to proceed 💖
I cant wait to see this video. I saw the first one any i was shocked- i will never buy anything from VC in my life.
Thank you 🥰 looking back at this video now: I should have spoken up even more critically, than just telling the content of the call. But even an hour after the call took place, I still was somewhat nervous and couldn't structure my thoughts the very best.
@@LuMiLevelUp i think we all would have been nervous too. You did great❤️
After watching your video, im honestly never buying from them again.
I agree: sometimes saying sorry is just not enough.. it can’t fix all the issues, the platform has 💔
So glad that you got some satisfaction from them. I would probably still consider them a" no". Your hair looks great!!
Thank you Susan 🥰 - since I was still somewhat nervous when filming about an hour after the call, I forgot to mention: this call won't change a thing for me. It feels good, that they apologized, but it doesn't solve all the problems on the platform and after all the comments I read, I couldn't trust them again
@@LuMiLevelUp I agree. You did a great job on the video!
Interesting to see the conclusion to all of the headaches you’ve gone through! Still not thrilled with them and very likely will never buy from them, but I am glad they made an effort to address the situation!
Me neither! It feels good, that I got an apology, but I doubt, that actually anything will change - so I wouldn’t want to trust them with my money ever again 🙈
I was anxious to hear what happened! I think it’s good that you took the call, but I think they wanted to try to smooth things over rather than offer solutions as to how they will improve. I’m sure after all of the views you got on the first video, they are running scared because people know to beware! I’m just glad you got your money back. Remember, never again!!! Stay far, far away! PS your hair looks fabulous! 😍
Thank you Dawn! I learned my lesson, this time for real! There's no way to trust VC ever again!
@@LuMiLevelUp No, they have shown time and again that they are not reliable.
Thanks for the update! I’m so glad it wasn’t a confrontational call. And I agree with most here that VC hasn’t shown that they are acting to fix these problems, but it was a possibility they were going to sue or “make TH-cam life difficult ” for you if they wanted you to take down the earlier videos. PHEW!
Thank you for your kind words ! Yep, I was so worried, they might try to get rid of my video - so in that sense, I'm glad with the way the call went - even tough I still could not trust them ever again!
@@LuMiLevelUp They can't make you remove the video simply because you have proof for everything, so you're only telling the truth.
I would not trust them, regardless of the apology. You did very well to even talk to them. I would have refused to take the call!
I won’t trust them again! It feels good that I - at least - got an apology: but that doesn’t change a thing about the issues that platform has. Unless there’s actually going to happen A LOT of change, I will never go back
If i tell you my story with vestiaire collective you won't believe it. I am a seller there for years, and there was a time where i used to sell a lot , like a lot of pochette accessoires, an one other seller was kind of pissed and jealous and made me understand that he knew someone working there. The next following weeks we had strange issues with our pochettes accessoires starting to get rejected from the quality control for ripped strap, like the original strap arrived cut in 2! after this incidend, the 5 other sales arrived in vestiaire quality control and happened again like our item was not accepted because the strap was ripped ! someone in the quality control was intentionally cutting the strap from our pochette accessoires ! it was so so hard to reach someone and make someone believe our story !! I had to reach own of the dirigeant from the hong kong office her name is fanny , and she is the one who helped us! after long exchanges , sending proof of pictures of our pochette before and after we got compensated, but we never knew what happened in real and who was this person working there that was cutting our straps on purpose, that is a crazy story but it really happened.
I‘m lost for words, this sounds absolutely horrible! I would hope so bad, that this person had to face consequences - but sadly I doubt it with VC 😫
@@LuMiLevelUp I have more stories over my past 10 years working them, also their chanel authentification team is really bad, and last time i have taught them a bit about vintage chanel earrings and they replied me that they would keep my answer in their authentification files, but for me it was basic knowledge so i m not sure what to think .
yessss was waiting for this
Hope you won’t be disappointed, looking back: I was still nevous and full of adrenaline when filming (eventhough this was about an hour after the call 😅🙈)
Thanks for the vid! But I still can’t believe that they are selling the same product in an even worse condition and call it “good”. And now you can’t even repair it and have to take it some shop. And for over 400€? I can buy pure gold in the same weight for half of the price.
Well, if it's "good condition" to them, when it's completely, unrepairable damaged, guess I shouldn't be surprised, they listed is as "very good condition" on my profile, when it was "just a little bit broken" 😂🤭🙈
Important note: They also immediately purchase rare collector’s items within minutes of publication, driving the price down to a minimum and convincing the seller that the item’s value is only 100€. A few weeks later, the same item appears on another “amateur” account with a significantly higher price, like 2500€ instead of 100€.
I can’t forget how they scammed my best friend this way. She was selling incredibly rare vintage pieces from the 90s to pay her cancer treatment. They bought her Chanel dress for a ridiculous price (she needed money asap) and listed it for thousands of euros later. When she saw it, she cried - literally. Such a scam
Thank you for sharing your (and your friend’s) experience - this is terrible! They suggested me lower prices on some of the items, I wanted to list aswell - but I never accepted those outrageous suggestions! I‘m so sorry they took advantage of your friend, who trusted them and was in a plight
@@LuMiLevelUp thank you for creating the wave of honest reviews about Vestaire Collective . I really appreciate your effort ❤️
@@LuMiLevelUp and I’m sure it was a professional seller from VC, it was visible from the account
Great follow-up! I have bought several items from them. I also hate talking on the phone. Your hair is done beautifully
Thank you 🥰 - editing and watching the video now, I definitely can tell, that even an hour later I still was full of adrenaline 😅🙈 so it’s a tad more chaotic and nervous, than I would have hoped for
I had the same problem with them now I received a necklace that was broken and they told me you can relist. I told them it's broken how you realist something is not right I am not going to to do that and fool another person and I am waiting for reply after they receiving my necklace finger cross
It's EXACTY the same story! Did you pay by credit card or with PayPal? Don't give in, until you got your money back 💪
Hi, I paid by PayPal I sent it back yesterday 🤞but still receiving the same reply that I can relist again. And I am frustrated as they keep saying the same thing I don't think they even read my emails. And some of my emails they reply with the same sentence I wrote it's seems like not human replying just coping 🤷♀️
@@Nona_Fashion_addiction yes, they do use a lot of bots 🤖 for their communication - it’s so hard to get to a real human there!
I also have the same problem and also paid with PayPal. I opened a case with PayPal and waiting for them to respond to it. In parallel VC keeps sending the same message that I should send back the item and they recheck it and that if it is compliant they will relist it on my behalf. Which I have explicitly stated I do not want! Hoping PayPal will assist me 😢
@@minniekay240 I did send it back to them. If they keep saying realist I will open a case with Paypal too. And not going to make it easy for them till they give me a good explanation. Finger cross for you too
i'm here for the tea!
☕️🥂
It’s the fact that they will list something you rejected for legitimate reasons on YOUR account! A refund now is just covering up their scammy procedures. I will NEVER shop Vestiaire knowing this now - shame on them!
Right? I could never trust them again! Who knows, how many items on the platform are relisted ones, that the initial buyer wasn’t happy with 😳
Shopping should be a good experience and fun time NOT thinking getting a fake item and fighting for your refund. Absolutely NOT HEALTHY. Thanks for sharing everyone ❤
Totally agree! This company neither deserves our trust, nor our money! I‘m so done with them 🙅🏻♀️
It is the WORST online shopping platform in the world, for both shoppers & sellers.
I agree with you so much, they are terrible!
Im here ❤
So glad this came to an end now 😅🙈
I don’t like their authentication policy since I don’t think brands give you paperwork explaining why they’re not going to fix your item. Also, their “trusted” authentication team has incentive to side with Vestaire rather than giving their honest reassessment in situations where authenticity is questionable. Thank you for sharing.
So true! Their policy makes it nearly impossible to return because of authenticity doubts! Their "experts" can just always insist, they would be right 🤯
Hello, I watched your videos about the topic and it happened to me too. I bought a Chanel necklace from VC in 2018 for 720€ and in 2023 decided to sell it. It didn’t pass the authentication because it was fake. I opened a chat and mentioned my situation with all details: order numbers, dates, amounts. After 5 days they got back to me and said that it went to a second control and it is not complaint. They gave me a bank account for me to pay 15€ in order to get the item back. I said I don’t want it back and I want my money to be refunded. I am waiting further to see where is this going… If you have any advice I appreciate it… So… the lady lied about this matter!!! I keep proof of everything…
@@roxanaghiran-marc1557 I would keep writing them e-mails and threaten legal actions, since THEY sold you a fake. Hope you‘ll get your money back!
Your hair looks great, Mary. Very regal 👸
They did the right thing in apologising. So at least they got that right, instead of threatening you. I got the impression that they have processes in place but they are not followed consistently…so not that reassuring either.
Nor reassuring at all to me! They have a clever answer for everything, but when we look deeper into it, they just set up the perfect system, to keep scamming people: if their "authentication expertise" is the only one that counts - they can just keep selling and selling the same items on the platform, over and over again and force one unhappy buyer after another, to sell on possibly inauthentic items on their profile - without VC having to take responsibility for it!
Hey Mary, best thumbnail ever 🥇Love your hair! 😘
Thank you so much 🥰 the video itself feels a little chaotic to me (I definitely can tell, that even an hour after the call, I still was nervous and full of adrenaline 😅🙈). But yes: I love the thumpnail aswell 😁❤️
I faced the same issue with Vestaire Collective as well. I received a LV Pochette with an absolutely faulty zip which was very obvious. I wonder what VS does at their checks. When I reported, VS also "forced" me to relist the faulty item and not giving me a refund. I fought back to get my refund. It's ridiculous. I'm afraid to order from them to be honest.
I never got a call because I didn't post a video.
Seriously: I would never shop with them again, even tough I got an apology (very well aware, that I just got it, because my video blew up)! Already some of my own experiences with them were terrible, but all the experiences shared in the comments of my videos: they neither deserve our trust, nor our money 💔
If this is how you truly feel, i think it woild be a good idea to make another video or at least do a pinned comment because even though your reaction and relief are TOTALLY understandable, VC didnt say anything of substance whatsoever. @LuMiLevelUp
@@fromscratcheewithstef I do consider to make another video and speak up more critically
This is sooo tricky. VC did what a company SHOULD do and address concerns. The biggest issue by far is the authenticity. I have a bag that came back unauthentic by a major authenticity company. Because I was surprised I had it authenticated 3 more times! ALL of them said it was authentic. Who’s to say who the experts are?? I have chosen to only buy from resale who guarantee a return if deemed unauthentic by ANYONE. That’s what we are truly paying for. The ability to get our money back. There are few and far between real ‘experts’ in authenticity any more. The best they can do is refund if any doubt. Will you buy from them again? I’m on the fence as their return policy seems unmanageable…Thank you for sharing 😉❤️
I won‘t go back shopping with them, cause I don’t trust their authentication at all (and if that’s the only „expert“-opinion they do accept, there’s no way for me).
They would have to change a lot about their authentication, their return policy and customer service - and I don’t see an actual change happening, this call - in my opinion- just took place for public damage limitations
They did almost the same thing to me, forced to sell fake product. I received fake Gucci card holder, I sent it back. It wasn't even the same as in pictures. Didn't hear anything about them.
Today I asked what's going on,and they sold this fake item on my account without my permission. ( I would never sell fake)
Long story, but I will take this to European consumer protection
So sorry to hear you had such terrible experiences with them aswell! But good to hear you'll take the right steps! They should not be able to operate anymore!
About 2 years ago I bought an lv neonoe in excellent condition, when in came there were cracks a long the top of the canvas ! I sent pics and they ask me to return for another check and I had my money back in 5 days ! They relisted it with cracks in the leather not canvas ! Also not in my name ! ❤
Glad you got your money back and they relisted the bag under their own profile. I think the process of relisting items on the buyer's profile, is still quite new (and I hope they will stop doing so again!)
They r lucky u didn’t sue them! Like the other comments, they’re just backtracking now trying to smooth it over. I had a -well similar- experience w some Gucci earrings I purchased from them. They were not authentic and so I requested a refund and same kind of thing took place- hard to get a hold of them through that stupid chat. But eventually I was able to get through and they did refund them. I was so scared in the meantime I swore I wouldn’t purchase anything from them ever again! They relisted the earrings too. And I’ve had similar experiences w other companies- for one the realreal. They relisted an item I purchased w another authentication problem! So there is clearly something going on w all these places- bottom line is THEIR bottom line-$$$$!
Thank you for sharing your experience! I could never trust them again, knowing all the stories now, that I read in the comments!
Wow, I have been eyeing a few things on VC and wanted to purchase but now I’m rethinking things. It’s not worth this kind of headache! I’ll try elsewhere thx
You’re very welcome, thank you for watching and leaving a comment 🥰
You had to ask why VC removed the Button - Report an issue for items who has been autenticated?
Befofe i bought gucci shoes broken after authentication and i could report issue..
Also i bought LV backpack after authetication and i also reported issue as the parts were changed and leather parts dis not match.. i returned and got refund.
I understand they paid seller and get stuck with backpack as i returned it. If they have too much losses or too many items returned and they not have no big enough storage to store items they have removed - report an issue “ button from now so u have no chance to return at all.
Better buy direct shipping and if u not like or have doubts - report issue and return
They should do better checks in the first place, to not end up with faulty items 😕. Unfortunately I did not even know/notices, that they got rid of that button. Definitely would have been an exciting question to ask!
It’s not always about the final income is about the hassle some companies put customer through, the level of stress and frustration can be avoided if there is a good customer service from the beginning. I try to avoid these companies if I encounter any problems.
I agree, the apology can not make up for the stress they put me through. I don’t want to deal with them ever again
Hello! When they say, they trust only their authenticators l or brand, they be default almost kill the chance for buyer to be refunded, meaning fakes circulated there more and more, lower trust to people that just want to relist their items because they did not like them, a whole bunch of issues, it is better just not to buy there. They could at least use Entrupy authentication for the humongous commission they charge
I totally agree! Knowing everything I know now, I could not trust them anymore!
Welp, your 2 videos and the video Dacob did have definitely ensured that I will NEVER make a purchase from Vestaire collective. I’ll stick to eBay and Poshmark where I’ve only ever had positive experiences as a buyer and seller.
Glad I was able to help you save some negative experiences 🧡! I'm definitely done with VC aswell - that call does not change a single thing for me and I could never trust them with my money again
Hi! I'm working on vestiare collective and I need your advice! Im currently trying to reach their Milan management or a higher position phone number..(as u probably know it is embracing to talk to their customer service). It's been a month my money won't come to me (they keep telling they can't verify my card and Id once the five days waiting is over, then I confirm everything, then they tell "the money is sent" and once five days are over the situation repeats in circle.) what should I do? They ignore my complains and my asking for receipts of the payment and phone numbers...
Answered your comment on my other video
a truckload of BS excuses from them. if this hadnt gone public, they'll sit back and do NOTHING. How many of their customers here have similiar issues with them is already very telling
I agree! Especially since I‘ve already been in a similar situation about a year ago (mentioned around minute 8:07 ) - and oh surprise: back then they didn’t care at all and did not even refund me my money!
It is very sketchy that they don’t accept other authentication services and not very professional.
Especially since a lot of people already made bad experiences with their autentication and proved them wrong!
I will still never shop with them again.
Me neither 😅
It feels good to - at least - get an apology, but it doesn’t fix the problems, that platform has!
Hi Mary. You did good job🙌👏 dont be so hard on yourself😉 now the conversatiin and excuses that they made was just bunch of bs… they were sorry that they got exposed on social media 😳🤪 So they did not really made it right to get your business back. I mean they should be giving you hefty discount, cause it took a lot of time and agrevation , to solve this ordeal, and time is money… have a blessed day🙏❤️
Thank you so much 🥰 - they should not just give me a discount , but send me an entire bag 🤪 cause I definitely won’t spend my own money on that platform ever again 🙈. Have a wonderful day❤️
I read a comment about VC using bots under one of your videos but can not find it anymore. As I was getting a lot of likes and price proposal from sellers with no sale or buy history, I have just checked some of their profiles. All in UK, with 3 same subscribers Chloeluxury (from VC), Team Vestiaire Collective, ans Sarah (with same picture as Chloe)…
Is it legal ?
😳 this sounds super fishy to me - no idea if it would be legal
The 'recording for training purposes' is ALWAYS a lie. It's a legal thing. Always a legal thing.
Yaa, I thought so aswell
i love your top ! if any chance, i would love to know where can i find this . thanks
Thank you 🥰 it‘s a dress by Max Mara Studio - unfortunately already several years old 🖤
Is there any trustworthy platform with pre-loved lux items (mainly bags) any of you can recommend?
I have been using Vinted and so far, no complaints. If you are in Europe, give it a try.
Unfortunately I haven't found another one yet, that is operating internationally. I know some smaller businesses that do operate in Germany, but that probably won't be very helpful to majority of my viewers. Definitely stay away from TheRealReal tough - I heard a whole lot of horror stories about them!
@@LuMiLevelUp thank you for your reply. TheRR was exactly the one I was thinking of....now it's clear, will keep it in mind and not even start there. Interestingly enough some fashion content creators that grew over the years do praise them....well, it's money I guess... ;-)
That is all well that Vestiaire Collective contacted you but is that because you have a platform and your video went viral ? if an average person without a youtube channel had the same issue I don't believe they would be nearly as helpful... This does not change my opinion of VC nor would I shop there.
Definitely! I 💯 agree and I'm well aware, that the just reached out to me, because my video got attention. My opinion about them hasn't changed from the previous video. I just wanted to share what as been discussed in the call, cause people have been curious about it. I have been in that exact same situation with Vestiaire Collective before (with the bag I mention around minute 8:17 - I already spoke up on my TH-cam channel about that experience back then aswell and no one at VC cared, cause that video didn't reach that many people).
I hate talking over the phone too lol. Fellow introvert here that’s why I haven’t started my youtube channel I am so shy and don’t know if I’ll be able to talk to the whole world 😂
Doing TH-cam is sooo much easier than talking on the phone 😁 - you‘re in full control of your content and can edit everything out, that you didn’t like 😆
The fact that they reached out only after you slammed them publicly says it all. I bought something from them recently, let's see how it goes, because I know all the items I sold were as described.
Fingers crossed for you, that everything is fine with the item you bought🤞 - cause it’s definitely not a pleasant experience , if you do have a problem and need to come to a solution with VC 🙈
What is not clear to me is WHY did they not just refund your money in the beginning and HOW is repairing a broken item the same as receiving the item unbroken? It is not the same. You did not have what you bought in that case. The fact they repair items at all is a big RED FLAG to what is happening behind the scenes. The problem seems the person who was responsible from their side to ship and pack the item to you in the first place did not protect it when they packaged it. Their fault. I had this happen with TRR and they quickly refunded the item.. I've spent over six figures on inventory over the years with TRR, and I'm always confident in buying.never worried....NOTE: These vintage pieces in general are fragile....over time they may have gone weak and need special care, just not thrown into a loose box for the mail to shuffle around before you get it. I'd say their very strict policy is hurting VC to a very large degree. They clearly are having big problems....why else offer no fee listings in the USA? Thank you for sharing the update and I am very happy you were refunded your money. This simply makes the case for buying new from the brand. I have ONE experience so bad with VC I'm thinking of small claims court. Since they just quit communicating with you when they think they had said their piece. It's a terrible practice and from an American perspective will hurt them always.
I had no idea, there is no selling fee in the US 😳 very interesting! I‘m 💯 with you, they neither deserve our trust, nor our money and this call just took place for public damage control! They messed up big times and now try to talk themselves out of it. Thank you for sharing your thoughts 🧡
@@LuMiLevelUp Yes they have been running no fee selling promotions in the USA to get more sales in this country.... of course they are not going to tell you! :)
Hi, Mary thank you so much that you have shared your experiences with us. I have a personal question. I just bought a gucci bag from Vestiaire collective (direct shipping) and there is some part damaged. I would like to go to Gucci Boutique and ask if they can fix it for me. What if they refuse to repair the bag due to inauthentic bag, can I contact Vestiaire Collective support team and ask for the refund? What is your opinion?
Did you buy it, knowing there is a broken part? (Otherwise you would be allowed to send it back anyways). Considering, what the lady on the phone said, your plan is the best option to get a valid authentication, that VC would accept. If Gucci accepts the bag for repair: everything is fine. If they refuse to repair it (and not just because they might not have those parts anymore or something like that), VC should take the bag back! If this happens: please let me know, if VC kept their word an actually refunded you. If they don’t, they lied to me YET AGAIN
@@LuMiLevelUp There is a broken part which isn't mentioned on it but I just found out after 3 day of receiving (it's my fault). However it's acceptable for me. I will go to gucci boutique and thank you so much for your answer and opinion, I am really appreciated it. ❤️❤️
Whoa, I am just less minutes into watching, and I am already angry, I am quite certain they violated GDPR and few other regulations. As someone with loads of experience in journalism and PR, I anticipate what they were telling you, am curious to continue, but I guess they will defend their authentication process and practices, and then spill more BS .... :)
You hit the nail on the head 😅🙈 guess no surprises for you, what they told me and how the lady handled the call
Ich bestelle bei vc schon seit einigen Jahren u bin bis dato sehr zufrieden. Auch konnte ich problemlos einige Sachen (kaputt, nicht wie beschrieben) anstandslos zurück schicken
@@jacquelinehinterhofer6017 das freut mich für dich - ich war auch jahrelang zufriedene Kundin, bevor die Probleme leider begonnen haben sich zu häufen. Die zahlreichen Kommentare unter meinem „Scam“-Video zeigen leider auch, dass es kein Ausnahmefall war.
Ich vermute jetzt mal, dass du vor allem Artikel zurück geben konntest, die mit „Sofortversand“ bestellt wurden - hier sind die Erfahrungen generell positiver, als wenn VC vorab für den Check involviert war… allgemein gesprochen: es ist auf keinen Fall alles schlecht an VC, aber ich habe inzwischen selbst zu viele negative Erfahrungen gemacht und noch mehr Horrorstories gehört, um dort weiterhin einzukaufen
It’s a pity they don’t react in the same considerate and attentive way when you reach their customer support chat. Instead you get robotic answers that don’t solve any of the issues.
So true! Each customer should experience good customer service right away - not just the ones, that speak up on social media! I'm so done with them!
Du hast ja gesagt das du nicht mehr dort einkaufst. Wo kaufst du denn jetzt sonst deine Second Hand Designer Sachen ein? Ich kenne nämlich nicht so viele Authentic Designer Reseller mit erschwinglicheren Preisen.
Ich mochte Rebelle als deutsche Plattform sehr gerne, die gibt es jetzt aber leider nicht mehr eigenständig, sondern sie haben sich vor kurzem mit Vinted zusammengeschlossen (mit der Kooperation habe ich noch keine Erfahrung, für günstigere Artikel nutze ich Vinted aber gerne). Super Schnäppchen kann man auf "Vintage and Kickz" finden und "Vinte-en-Vouge" mag ich auch gerne.
I’m still not purchasing from them
Me neither 😅 - it‘s nice to get an apology, but I‘m done 🙅🏻♀️
The relisted item does notlook like the same. There are signs of repair on top of that cage that is not on yours.... so either they repaired, broke, tried to repair, but not able to and then repaired... so seems another problem.
But that they re-list again ON YOUR ACCOUNT... without your prior approval... this is really unethical, and possibly illegal... but might be in their company policy somewhere... I didnt read it through, like 99% of people...
To me, what they are doing, feels illegal! Especially when it's about items with authenticity issues - it can not be ok, to force people to sell them on - no matter what's written In their policy, cause selling fakes is against the law
you had no reason to be scared- you only told the truth.
I‘m a little paranoid and scared of big companies with entire legal teams 🙈 - but you’re right: they can’t stop me from speaking the truth and I have evidence for everything I said!
I deleted VC after watching your video, not taking the chance!
You’re better off that way! I bet this call won’t change a single thing at VC
Honestly, to me it all sounds polite but standard customer service who only want you to not stop spending your money with them. Not that they will change anything in their policies in the future...
I don't think they actually will change either - and the call won't change a thing for me: I won't go back shopping with them ever again!
I think there's few things that bother me:
1. You had to make a TH-cam video to get your money back. Not everyone have audience like that and it should not be so hard anyways.
2. My personal experience where the bag was clearly fake so their authentication team clearly do not know what their doing. I knew even from the smell and touch of the bag that it was fake and not a good one. So the issue of reselling fakes will not be solved unless they actually do something with the authentication team.
It's great that they called but clearly there's no plans of changing anything and we return back to the starting point.
I absolut agree and I'm well aware, that they never ever would have apologized to me, if my video would not have blown up. Actually I myself have been at that exact same point before (I mention it around minute 8:16 in this video: they already relisted a falsely advertised bag on my profile about a year ago) - back then, they did NOT refund my money, even tough I spoke up about it on Instagram and TH-cam (but my video back then didn't get a lot of views, so they ignored it). I had to get my payment provider involved, to get my money back!
Seems too risky to be worth shopping with them.
Agree, eventhough it felt good, that they apologized to me - it won’t change the fact, that I lost my trust 💔
ALWAYS PAY WITH PAYPAL, as per my comment on the previous vid. Raise a case with PayPal if it wasn't correct and VC sends you a return label.
I don't have any experiences with paying with PayPal on VC, but when I had paid with Klarna and had issues with VC, it took forever and some discussion, to finally get my money back (I had to prove to them, that I already had tried to solve the problem directly with VC). So I'd rather stay away completely from VC now, I don't want to ever have to got trough that stress and hassle again!
Hallo, ich muss einfach fragen, woher kommt dein Oberteil?
Es ist ein Blusen-Kleid von Max Mara Studio - leider aber schon etliche Jahre alt, im Laden bestimmt nicht mehr zu bekommen 🙈
I hate them, the most awfull service ever. No one in chat never wants to help, the most arrogant French app I ever deal with. They deserve to shut down. They don’t care about clients at all.
Thank you for your comment helping to spread awareness!
I think it’s most fault is Chanel they have poor quality items and always Chanel costume jewellery is so expensive and quality is so bad and poor. Their jewellery pieces are broken so easily and pearls and crystals are fallen from the earrings and necklaces so bad and poor quality of Chanel costume jewellery. It’s better to invest in fine jewellery like van cleef or Cartier. Chanel prices are going up and up and quality is down and poor.
The quality of that brooch definitely must have been terrible, when it broke TWICE in different places. Actually I did neither mention it in this video, nor in the previous VC video: but when I initally unboxed the brooch, I immediately had some doubts about it’s authenticity - I mentioned that in the inital unboxing video of the brooch (but I don’t have any evidence for it at all).
Chanel might produce low quality costume jewelry, but VC definitely didn’t handle the whole situation with grace…
But it’s good you got your refund back and VC has accepted their fault. I am selling and buying with VC since 2015 but so far it’s so good with them and I have bought designer bags from VC I always authenticate my bags with real authentication after bought my bag from VC and luckily I have no issues with buying and selling on VC. I know there is lot of horrible buying stories on VC but touch wood my experience is very good with VC so far.
@@nadiamasood8161 I discovered them in 2017 - checked back, cause I got curious: I bought a total of 71 items over the years and about 8 of those purchases turned out to be unpleasant and took a lot of fighting with VC😅🙈. I learned my lesson now, I don’t want to trust them anymore (eventhough I absolutely do agree: it’s possible to find great items and deals there aswell). But my trust is damaged 💔
♥️♥️♥️
🥰🧡
It looks VC changed their strategy on the authentification fees in the last few days. It's not optional any more and now it is called service purchase fee. Only on Friday it was not the case yet... is it the reaction on the bad publicity? What do you think, guys? Or did I miss something?
Is this the fee, the buyer has to pay now on top of every purchase? They already implemented that on the German site a few weeks ago (so not in connection to my call) - or is there something else going on aswell? 😳
@@LuMiLevelUp ahm, not sure. It might be I confused smth. I was ordering on Friday and there was still a possibility to select with extra authentification or direct sendout. Yesterday there was no selection any more. So not sure what they r doing there.
I have had so many problems with VC, they just don't care about the customer only the money. How many people like us can they offend? What future for a company with this diabolical level of customer service? I think they are partly owned by the French government hence they get away with anything.
I think they aswell get away with so much, cause they make their customers do the „sketchy stuff & dirty work“ - when they force them to relist items, that are possibly inauthentic 🙈
They didn’t actually reach out to you with a solution, like a promise of what they will actually do to improve, just a regular boxed customer service response of “we have heard your concerns and we’ll look into to improving!” When nothing has changed they’ll say “we looked into and we think nothing is wrong with the way we did things before! 😂”
True, nothing has changed after this call and nothing will change. I‘m definitely done with VC!
The brooch is broken, stated condition: good.WTF!?
Exactly 😂🤯
So they will never refund you on your past fake purchases as they are the ones who would determine if the bags were real or fake. So what's the point??? Even if you take rhe bags elsewhere for authentication, they won't take that. So simply no refund for you.
So true, they build up the perfect system for themselves - and cash in, everytime an item gets sold (even from unsatisfied buyers, that might have been forced to sell on items themselves)
Why was it placed onto your account to be resold, without your explicit consent in the first place
As the VC-lady probably would say: „We‘re very sorry this happend due to miscommunication“ - but I agree: an apology doesn’t make up for it, especially since I know I’M NOT THE ONLY ONE 💔
@@LuMiLevelUp great video. you've opened a lot of eyes!
There is another video on TH-cam about Vestiarie and about fake Fendi bag
I have to check it out! I found another one from a man, who was sold a fake Dior shirt on VC aswell. It‘s shocking 🤯
@@LuMiLevelUp I just watched this one.
@@БелкаСтрелка-с1й they seem to be so bad at authentification and seem to not even care, that fakes get sold on the platform over and over again 😤
A sincere merchant will not hide its contact information and only reach out after you blasted them publicly
I'm 100% with you! That should be the first red flag about that company to everyone!
Their comment about not allowing third party authentications completely misses the point. Their business is selling items. Thats how they make money. If the item is fake they don’t make any money. So their Authenticators are coming at it from that perspective. Third party authenticators are in the business of authenticating. If they get it wrong they lose reputation and business. So they are more invested in getting it right. VC needs to accept other reputable authentications or they make themselves look like they’re trying to escape scrutiny.
I totally agree - especially, since it's nearly impossible to get a brand themselves give you any kind of paper work on an item being inauthentic! They set up the perfect system, to keep selling on the same - possibly inauthentic - items over and over again (and cash in on the sales commission each and every time)
Interesting that they reached out - they must have felt that your video actually made an unpleasant impact on them 😆 kind of sceary that they won’t trust any other authenticator services other than their own but they are expecting that we as the buyers would need to blindly trust their service… shame for them for alienating potential future buyers from using their platform!
.. it sounded like a bad joke to me, that they don't trust other authentication services, when their own "experts" sometimes even overlook very obvious flaws, that are very visible, to the bare eye 🙈
Im really sorry about your experience but i NEVER had any bad experience with vestiaire, actually the exact opposite. They are the most organised second hand online website i use. Maybe i was lucky? Please dont forget that its a big company with many employees, not everyone is doing their job right
Thank you for sharing your experience! Did you watch my initial „You NEED to know this about VC! Vestiaire Collective is scamming customers | Review“ video aswell? Cause so many people in the comments shared similar bad (and even way worse) experiences 🙈
@@LuMiLevelUp yes I did, I was really shocked to hear. I shop from them minimum once per month, never had any problem,items always arrive in the described condition and on time. They always get back to me when I try to reach them in customer support and are always helpful... But definitely after seen your video I will be extra careful...
Nah, still too shady to do any business with.
There's nothing wrong with you expecting them to be aggressive with you in the phone call, but I think they also assumed you were going to answer the call with that expectation and strategically caught you off guard with their pleasantries.
There are so many things you're saying they said that are still major red flags, including a lot of deflection. First off, I wouldn't expect them to actually come through with sending a copy of the phonecall audio, and if they did, I would assume it was edited in some way. Second, they never addressed listing the item on your profile without your consent, making you and your profile be the ones visibly responsible for selling an item with improperly disclosed condition issues.
I think the biggest thing for me, from your previous video, is that they went in and deleted your conversation with the other girl - a fellow customer - and blocked you from being able to talk with her again. They either deleted her account altogether, or blocked you two from seeing each other on the site. That tells me that they knew full well what was going on and didn't want wronged customers sharing stories with each other.
I wouldn't trust anything they say.
I agree with you 💯- when filming this video, I just was still quite nervous, so I didn’t speak up as critically as I should have. I would never trust them myself again!
They did actually send my the recording though and I don’t notice any alterations - but they didn’t say anything, that could actually get them in trouble, in the first place. I don’t know, if it might have been a different story, if the lady on the phone accidentally might have spilled some tea 😁
It is a shame that it took a video to go viral for Vestiarie to react.. it was not a miscommunication, it is a standard of care, that they offer to their customer.. oh pardon me, no standard at all..
I agree 💯! When I had a problem with them, about a year ago, they didn’t care AT ALL - I did not even get my money back from them! Now that my video got attention, they suddenly pretend to care 🙄