Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a Moschino Men T- Shirt on Vestiaire website Ref********* at $57.84 on October 11 this year, i got this T shirt from Tjmaxx store at *********, ** on 09-25-2024 20:38:52.The number on receipt for this T shirt's price tag is ******, price before tax is $24.99, description is ********** *************, because Tjmaxx have their own product category number, this Moschino shirt can be verified via ************ (the Tjmaxx Cupertino store number-where i purchased this T ********* the Vestiaire Website claim this T shirt is not authentic, and asked me $15 more to get this t shirt back. This is fraud and robbery. I reviewed the previous cases about Vestiaire, this is not the first time, there are thousands of victims.I am the expert/loyal seller on Vestiaire for 2 years, my name is Food6u on Vestiaire, except this website, i sell this T shirt on Poshmark, Mecari, etc and i have good reputation. This issue has never happened. I request BBB to ask Vestiaire refund my $57.84 immediately, not try to charge me for $15 to get this T shirt back, apologize to me for wasting my time and hurt my feeling, and train their expert better to prevent this happen again

  Business Response

  Date: 10/22/2024

  We truly understand the frustration of the customer, as her item did not pass our authentication and quality control inspection. Allow us to assist the customer with this matter.
  
  In response to the customer's inquiry, we have escalated and followed up on this with the proper department for the next steps.
  
  This request is still open on our side, and we are investigating this concern.
  
  Thank you for your understanding.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vestiare Collective refuses to refund my money for a Coach wallet I purchased on 9/28/24. The wallet never arrived and I contacted the seller and was informed by the seller the wallet is lost due to incorrect shipping label and zip code. None of reasons are due to my negligence or irresponsibility. I dont have the wallet or my money back. The seller indicated she was contacted by **** and told item is lost. I have reached out to VC numerous times via chat, email and phone only to be told my issue has been escalated and could take up to 30 days for an investigation. Which is unfair and outrageous. ** needs to make good on their promise to cancel this order and refund me since item was not delivered to me and seller has confirmed her wallet is lost.

  Business Response

  Date: 10/17/2024

  We understand that the customer has concerns regarding her order that hasn't arrived yet. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  In response to the customer's inquiry, the case has been escalated to our higher department for further investigation and review. Our team is diligently working to address the issue and will provide the customer with an update as soon as possible.
  
  This request is still open on our side, and we are investigating this concern.
  
  Additionally, our investigation with *** is still ongoing. We are constantly sending follow-up to the courier to speed up the investigation.
  
  We appreciate your patience and understanding as we work to resolve this matter. Rest assured that we are committed to ensuring a fair and satisfactory outcome for all parties involved.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They have not received notice from *** because the parcel was not sent ****  It was sent **** per the seller.  VC is looking for something which does not exist which is waste of time.  I have tried explaining this to VC over and over again.  Im not satisfied with the 30 day wait while VC chases a package I never received.  To me make me whole in refunding me is solution.  They can chase their tails after I am made whole by refund.  Especially since the seller said package is lost. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

  Business Response

  Date: 10/23/2024

  We truly understand the frustration of the customer about her order. Allow us to assist the customer with this matter.
  
  We would like to inform you and the customer that we are still waiting for the result of the requested investigation with the courier. We are constantly sending follow up to the courier to speed up the investigation.
  
  Rest assured that we will not leave the customer behind until this issue is resolved. We will keep the customer posted as soon as possible once we receive a response from the courier.
  
  Thank you very much for your kind understanding.
  
  If the need further assistance with any of your concerns, please feel free to message us anytime.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 29th, 2024 I sold a pair of Christian **** earrings to a buyer through Vestiaire. The buyer paid $69.57 to the Vestiaire company who then holds the money until the buyer receives their purchase. Once the buyer confirms receipt, the payment is supposed to be released to the seller. The earrings were sent via *** on 9/30/2024 at 11:34 am. They were delivered on 10/9/2024 at 3:15 pm. The buyer opened the package and sent Vestiaire a photo claiming that they "received an empty package." Vestiaire passed the blame to *** and refused to pay me (the seller) for the earrings I sold. This "empty package" scam has been going on for a long time. As evidence by the multiple complaints filed against this company. These "buyers" are stealing goods, and then selling the stolen goods for more then they paid afterward. This is theft and fraud. By allowing sellers goods to be repeatedly stolen, pocketing their money, and refusing to pay them for their transactions, Vestiaire has become an active participant in fraud. This is outrageous. At some point this company needs to be held liable for the hundreds of stolen goods. How many complaints does it take? Companies who do not hold individuals accountable for theft and fraudulent activity should not be in business. Companies who sell your expensive goods and never pay you for them...should not be in business. I see there are over 500 complaints against this company on the BBB website for similar situations. We implore you....please help protect the public by doing what you can to hold this company responsible for their actions.

  Business Response

  Date: 10/17/2024

  We understand that the customer has concerns regarding her sold item as the buyer reported that they received an empty package. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  In response to the customer's inquiry, the case has been escalated to our higher department for further investigation and review. Our team is diligently working to address the issue and will provide the customer with an update as soon as possible.
  
  This request is still open on our side, and we are investigating this concern.
  
  We appreciate your patience and understanding as we work to resolve this matter. Rest assured that we are committed to ensuring a fair and satisfactory outcome for all parties involved.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The response from Vestiaire that they will investigate the matter does not yet solve the issue.  They made claims to conduct a fair investigation the first time the case was opened.  If that had truly occurred the company would have paid me the money that was owed.  Therefore, I have no reason to believe that they will do it this time either.  They have proven to be untrustworthy in this regard. I am a part time reseller.  I have an LLC that is legally registered in my name.  This is what I do to feed my children and pay our bills.  I have multiple stores on many different platforms, with hundreds of previous sales, and an abundance of 5 star reviews.  If they had actually investigated methey would know this.  *** often takes photographs of packages as proof when delivered. I would be willing to bet the photo showed a package that was left completely intact.  They could have also looked at the weight of the package and known it that it was not sent empty.  A thorough investigation would easily have shown all of these things.  I did not send anyone an empty package and I do not wish to close my case until Vestiaire has done the right thing and paid me for the merchandise I sold their customer.  Thank you for your continued assistance on this matter.  I greatly appreciate your help.   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

  Business Response

  Date: 10/23/2024

  We truly understand the frustration of the customer, regarding the item she have sold. Allow us to assist the customer with this matter.
  
  As we have checked, the payment of the customer has been issued on October 21, 2024. With interbank transfers, the customer's payment should be in her bank account within 3 to 5 working days (Monday to Friday; weekends and holidays are not included) after it has been completely transferred.
  
  The customer can also follow the progress of her payment by logging into your Vestiaire Collective account:
  - On the App : Me My Items
  - On the Website : My Items for Sale Sold Items
  
  We sincerely apologize for any inconvenience this has caused.
  
  We appreciate your kind understanding and extended patience.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  As of October 24th, 2024 the payment has finally been received into my checking account. I would like to thank the Better Business Bureau for their assistance in this matter.  Without the BBBs efforts, I definitely would not have been paid for the services rendered. 
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item that was described as having a minor damaged professionally repaired and barely noticeable. I received the item with holes on it. The item was delivered on 10/11/2024 to my office, I didnt open the package until today Monday when I arrived to my office. I immediately noticed the item was not as described. I contacted Vestiare via chat as instructed and provided a clear explanation as well as numerous pictures showing the damaged item that I received. The person on the chat wasted about 4 hours of my time and refused to escalate the incident to a manager that could help me. I want to return the item and get a full refund.

  Business Response

  Date: 10/17/2024

  We understand that the customer has concerns regarding the item she purchased. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  This request is now open on our side, and our customer will be updated as soon as possible.
  
  We appreciate your patience and understanding as we work to resolve this matter. Rest assured that we are committed to ensuring a fair and satisfactory outcome for all parties involved.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

• Initial Complaint

  Date:10/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a first **** ****** using Vestiaire, I listed my handbag on its website on 9/20/2024 (Reference ********). The description of the handbag on the listing indicated that it comes with a detachable leather shoulder strap and a detachable metal chain shoulder strap. The bag was sold on 9/22/2024. I shipped the bag to Vestiaire with its prepaid label with the help of ***** staff who personally bubble wrapped and taped the bag, the leather strap and the chain strap separately, put them carefully into a box and securely sealed the box under my supervision.The package was delivered to Vestiaire on 9/25/2024. I received a message from Vestiaire quality control team that the leather strap was missing. I immediately messaged Vestiaire asking them to please recheck the box. It was impossible they received the bag and the metal chain strap and didnt see the leather strap within the same box. Both the buyer and I pleaded with Vestiaire to check the package again to no avail. After 72 hours the sale was canceled. I received my bag back on 10/2/2024 but I was shocked to find that Vestiaire returned just the bag, without any of the detachable straps - not only the leather strap they claimed they didnt find but the metal chain strap they didnt mention in their quality control report (I assumed they received) was also missing. I messaged Vestiaire and file a claim. On 10/3/2024, Vestiaire team texted that they were working on a solution and would get back to me in 48 hours. On 10/8/2024, after 3 more messages a final message I received from Vestiaire indicating that they would be in touch within 48 hours to resolve my inquiry. And I never heard back from them again. The gross negligence and the lack of professionalism of Vestiaire Collective has caused me not only loss of sale, property damage but the frustration and anxiety have in turn led to many sleepless nights.

  Business Response

  Date: 10/16/2024

  We understand that the customer has concerns regarding the missing detachable strap for the item she sold. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  In response to the customer's inquiry, the case has been escalated to our higher department for further investigation and review. Our team is diligently working to address the issue and will provide the customer with an update as soon as possible.
  
  This request is still open on our side, and we are investigating this concern.
  
  We appreciate your patience and understanding as we work to resolve this matter. Rest assured that we are committed to ensuring a fair and satisfactory outcome for all parties involved.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Im still waiting for the conclusion of Vestiaires further investigation into my complaint even though it has taken a long time. 
  
  There was a significant error that I pointed out to Vestiaire through messages on its app over the last few days that its control report indicated the leather strap was missing, there was no mention of the metal chain strap being missing. Both of which had been carefully wrapped and sealed by ***** staff under my supervision. If Vestiaire team had done their job correctly they wouldve matched what they received from the seller with whats included with the handbag on the listing that clearly specified that the bag came with both the leather and the metal chain straps. 
  
  Furthermore, since the report didnt mention the metal chain strap was missing, Id assumed that theyve received the metal chain strap. But it was not returned to me after the sale was cancelled.
  
  I am requesting Vestiaire for the replacement of my leather and the metal chain straps.  
  

  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Business Response

  Date: 11/05/2024

  We completely understand how frustrating it must be to receive the customer's returned item without the leather and metal chain strap. Please know that we take this matter very seriously and are committed to resolving it quickly.
  
  After a thorough review with our team, we've confirmed that the straps were indeed not present when the item was inspected to our warehouse.
  
  While we're unable to offer full compensation due to the circumstances. We apologize for any inconvenience this may have caused.
  
  Thank you for your understanding and patience. If the customer has any questions or requires further clarification on this policy, please feel free to reach out to us. We are here to assist the customer and provide any necessary information she might need.
  
  The Vestiaire Collective team
  

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear Better Business Bureau,
  
  Vestiaire Collectives response in not taking responsibility for their failure to compensate my loss due to their negligence and carelessness in handling my property is unacceptable and disappointing.
  
  Thank you for the time youve taken to communicate with Vestiaire on my behalf. Unfortunately, there is not much more I could do but this case is not resolved and Im unsatisfied with their decision. I lost a big portion of the handbag I was supposed to sell under Vestiaires possession but also gained a ****** to never sell or buy from Vestiaire collective and will warn others to do the same.
  
  Sincerely,
  
  ****** *****
  

  
  

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: Sept. 22, 2024 Amount $572.99 I purchased ring and it was described as " Good condition Used but well maintained. May have slight material wear. No tears or odor Hide eligibility criteria Alterations mentioned in the description and/or visible in the photo. Slight wear to the material is accepted. No holes, tears, rust or odour. " The description of the listing stated "***** ****** 'ALBION' TURQUOISE In size US 8. Very gorgeous gold trim around the Turquoise. It's very chic as a statement ring to wear on ring finger or middle finger!!It was giving to me as a gift and I have loved it for a long time but it's time for this gorgeous ring to find a new home. " The ring went through the website quality control and passed as described. When I received the ring I took the tag attached to it and wore it. As I wore it I heard the ring huge center stone was making sound as it was loose. When I turned the ring to check what's wrong I saw there was a huge piece of the stone chipped off in one of the corners.I did request return and the website provided return ******** they received the ring today I see they listed it back ( on my behalf without my permission) as if I am selling it , and they refuse to accept my return by saying that it meets the criteria of its description. But the description nowhere stated that the ring is broken.1. I would never list broken ring because I can't risk my image as seller .2. To replace this ring stone it would cost me + $300 3. Why would I even want to deal with selling someone's elses broken ring .

  Business Response

  Date: 10/04/2024

  We understand that the customer has concerns regarding the item that she returned, as she has concerns with its condition. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  Our experts are specialists in the analysis of luxury items. Vestiaire Collective is also a signatory to the anti-counterfeit charter. After conducting a thorough check, our Quality Control team has found that the item is consistent with the sellers description and meets the brand's strict compliance.
  
  However, as a consideration for the concern of the member on the item, our experts have accepted the return.
  
  We would like to inform the customer that no money will be debited from the ****** account of the customer for this order. However, the customer may see a pending transaction on her ****** account for a few days.
  
  We want to reassure the customer that any pending transaction will be removed from your statement without a debit ever being made.
  
  Please feel free to discuss this with ****** if the customer has any additional concerns.
  
  We appreciate your understanding and patience in this matter.
  
  If the customer have any questions or require further clarification, please feel free to reach out to us. We are here to assist the customer and provide any necessary information she may need.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  Hello ,

  I have been constantly in contact with the business and finally did receive refund. 

  Unfortunately it was after I mentioned **************************. Otherwise I do not think that I was going to be refunded. 

  Thanks for your existence! 

  Kind regards,
  *******

  
  
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** bag advertised on their site. The bag was described as in excellent condition, authenticated and black in colour. When I purchased the bag the 20th September date suggested was ***** business days. I was interstate for work, and the bag was delivered on the 23rd of September. I opened the bag on the 27th and immediately contacted the company. The bag is awful. They have admitted in correspondence that the photos they had advertised are not the same as the photos I provided, but because the 72 hour period to report an issue has passed they will not do anything. The bag is in terrible condition and is BLUE! I am unable to attach the photos due to size but can provide all photos of the advertisement, the photos of a black bag that is not what I ordered. My photos are of a different bag.

  Business Response

  Date: 10/03/2024

  We understand that the customer has concerns regarding the color of the item that she have received. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  We've checked here, and we saw that the package was successfully delivered to the customer on September 23, 2024, via ****** ******* (*********************************************).
  
  In accordance with our return policy and the terms and conditions that you agreed upon placing the order:
  
  Should the customer find that a Product does not comply with its description in the product page, the customer must contact ********************************************* within maximum seventy-two (72) hours following the date on which they received the Product.
  
  Dedicated FAQ pages: 
  ***************************************************************************************************************************************************************
  *******************************************************************************************************************
  
  We have not received any reports or documentation regarding issues with the item. As a result, we are unable to process the return at this time.
  
  Please know that to be eligible for a return, we must receive a report documenting the issue with the item within 72 hours after delivery, including images or videos if applicable. This enables us to evaluate the case and determine whether a return is eligible.
  
  The customer contacted us on September 27, 2024, to report the color of the bag. However, it is already beyond 72 hours after the delivery. At that time, the sale has been completed and the payment of the seller has been issued.
  
  The customer may re-list the item for sale on her account with lower processing fees than the commission would ordinarily be for the item.
  
  To learn more about relisting, please visit our dedicated article: ****************************************************************************************************************
  
  We apologize for any inconvenience this may cause. We understand this is not the outcome you were hoping for.
  
  Thank you for your understanding and patience. If the customer have any questions or require further clarification on this policy, please feel free to reach out to us. We are here to assist the customer and provide any necessary information she might need.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This issue has not been resolved. 
  

  The company advertised a black bag in excellent condition. 
  

  I received a blue bag in poor condition.

  Aprox 1/3 of the leather tassels have come apart and a poor attempt to glue them back together has made it look worse. Some of the tassels are missing and the bag is blue. 
  

  None of this was shown or explained in the description. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

• Initial Complaint

  Date:10/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vestaire Collective sent money after a sale which should have gone to my Venmo id but they sent it to my old Venmo id and they refused to ask Venmo for help and said they cant do anything about it. I already asked ***** and they said they could help but Vestaire Collective has to reach out but they refuse to do anything.

  Business Response

  Date: 10/02/2024

  We understand that the customer has concerns regarding the payment for the item she sold. We want to assure the customer that we are taking this matter seriously and are committed to resolving it promptly.
  
  We have coordinated the customer's concern with our payment partner regarding the issuance of the payment for her sold item. Unfortunately, the funds can no longer be recalled as they have already been claimed by the recipient.
  
  To provide the customer with the most accurate and up-to-date information, we recommend that you reach out to Venmo directly.
  
  ***** is the payment provider for this transaction, and they have access to detailed transaction information. They will be able to provide you with a clear explanation of the payment status and any related details.
  
  The customer can contact Venmo through their customer service channels:
  
  - Website: ********************************************
  - Phone: **************
  
  We apologize for any inconvenience this may cause. We understand this is not the outcome you were hoping for.
  
  We are committed to ensuring a secure and reliable payment experience for our customers. Please don't hesitate to contact us if you have any further questions or require additional assistance.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I already spoke to Venmo and they said Vestaire Collective needs to ask Venmo to retrace the funds. Also, I had my Venmo ID updated on my app but they sent the money to my old user ID and therefore they are liable for sending the money to the wrong person.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Business Response

  Date: 10/10/2024

  We understand the concern of the customer about the payment for her sold item. Rest assured that we will take this matter seriously.
  
  As you and the customer may recall, we had previously coordinated with the finance department to investigate the status of the payment. They checked with the payment partner to determine if the funds could be retrieved, but unfortunately, it has been claimed.
  
  We understand that this may be frustrating.
  
  We would recommend checking with Venmo for further assistance. The customer can provide them with the transaction ID: 0RD67401NP697070G. They may be able to provide the customer with more information about the status of the payment and any next steps that you can take.
  
  If the customer have any further questions or concerns, please do not hesitate to contact us. We are here to help and will do everything we can.
  
  Thank you for your understanding and patience.

  The Vestiaire Collective team

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Company accepted an offer from the buyer and they just sent it out to an address that no longer exsists. I called them before the package was even turned over to *** Ex and they did nothing! What complicated matters more is I leave on a 51 day cruise and I wont be home to accept the package. At this point since they dont want to do this the easy was by contacting Fed Ex and rerouting the package they can refund the total amount to me through AFFIRM . You could reroute the package but you chose to do nothing but say we are aware of this. Im glad Affirm is looking into this for me.

  Business Response

  Date: 09/27/2024

  We understand that the customer has concern on the item that he had purchased. Allow us to assist the customer with this matter.
  
  In response to the customer's inquiry, we have escalated and followed up on this with the proper department for the next steps.
  
  This request is still open on our side, and we are investigating this concern.
  
  Thank you for your understanding.
  
  We will remain at the member's disposal for any additional assistance if needed.
  
  The Vestiaire Collective team

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vestiaire Collective used to be Tradesy. I sold items off ******* and it was a great app. Both my buyer and I were happy. I tried to start selling things off Vestiaire Collective a few weeks ago and they suspended my account. They refuse to tell me WHY or un-suspend it. I find their actions absurd and rude. I would love to know what their problem is but they don't have a policy of interacting civilly with their sellers, I guess. What kind of sketchy operation do they have going. I'll sell my designer goods elsewhere.

  Business Response

  Date: 09/16/2024

  We're so sorry to hear that the account of the customer has been taken down. Rest assured that we will take this matter seriously.
  
  In response to the customer's inquiry, we have escalated and followed up this to the proper department for the next steps.
  
  This request is still open on our side, and urgently investigating this concern
  
  Thank you for your understanding, 
  
  We will remain at the member's disposal for any additional assistance if needed. 
  
  The Vestiaire Collective team