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Vestiaire Collective complaints

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80 State Street
Albany, NY 12207 | Get Directions

(855) 842-1822

http://us.vestiairecollective....

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Total Amount in Dispute:
$2,762.00

Total Amount Settled:
$1,530.00

Complaint Experience

33%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

3 complaints against Vestiaire Collective closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
2	Unanswered

3 complaints against Vestiaire Collective

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3/28/2024

RESPONSE: Complaint was not answered Amount in Dispute: $170.00 Amount Settled: $0.00

Customer Complaint

3/4/2024

I bought a pair of Gucci boots at VC and when arrived it wasn't what I was expecting, they were trash. The heel was all broken I contacted them and sent pictures so the could see the all damage the boot had. So, VC approved the return. Well, I got an email from VC with the shipping label and I sent back the boots. Now they are telling me that they got the package but inside the box were a ton of catalogs. I asked them for pictures of the box and the catalogs. The box is a huge box full of catalogs I don't recognize even worse the shipping label didn't look like the one I used on the box when I the boots. I have pictures of the time and the date of the box with the shipping label I sent the package back to Vestiaire Collective. When they shipped the boots to me when I bought them they were supposed to check them to make sure the boots were authentic and a good condition but, they didn't inspect them even when they claimed the have, the boots are trash they are unwearable. Resolution Sought I want them to stop lying and refund my money back.

2/21/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $1,530.26 Amount Settled: $1,530.26

Customer Complaint

2/16/2024

I purchased a vintage Chanel belt from Vestiaire Collective. The description stated the belt was 45", and it is not. The item was also reviewed and a report stated it had a medium odor. I received the item and it is not 45" and the odor is unbearable. I requested a return, this was granted after I sent photos. Since then, they received the item and instead of refunding me the item. They listed it on my account as if I am selling the item. Therefore I will not get my full refund even if the item sells, and I will not get anything unless it sells. There policy backs up in the event that anything doesn't match its description. They will not help me and just have me sit in a chat. Communicate a little bit. Then ignore me for hours. When I ask to speak to a manger or have this escalated they ignore me and, lie to me. It's rather odd to be honest the communication. I have the chat screen shots. The seller even admitted the length was measure incorrectly. And still refuse to complete my refund. Please help me. Resolution Sought I just want my $1530.26 refunded

Company Response

2/21/2024

Per customer, the company refunded the item after Paypal escalated the concern.

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