Mijn Klacht:

I ordered a bag from Vestiaire Collective (VC, www.vestiairecollective.com) from a professional seller (ViteEnVogue) with direct shipping. I based my purchase decision on the description/photos of the bag. In fact I have been looking for a bag like this (size/shape/colour) for quite some time and was happy to have found it.

When receiving the bag I was shocked about the condition – instead of being a used bag in good condition with a couple of minor abrasions I received a bag that was just shabby, with several discolourations and abrasions all over.

I reported the issue to VC and stated that I wanted to keep the bag and have it refurbished, but I wanted a discount due to the condition.
Upon receiving my photos of the bag VC ed that the description did not correspond with the condition and asked me to sort it out with the seller directly. The couldn’t do anything due to the direct shipping.

I contacted ViteEnVogue (VEV) with the same request – keep the bag but at a discount. Initially they claimed the condition was correctly described. Upon receiving a PDF with the description and photos on VC’s website they stated that they had the correct description but VC’s IT system didn’t pick up the information. Due to whatever technicalities they couldn’t do anything regarding discount because the bag was sold via VC’s platform.

I passed on the info of the IT integration gone wrong to VC, again with the request of a discount as the issue of the IT system has nothing to do with me. Their response was again that they couldn’t do anything because of the direct sales mode – and the seller couldn’t provide any compensation because the sale was already completed. They insinuated that I ought to have negotiated with the seller BEFORE making the purchase. Had I known the correct description I had certainly negotiated on the price as I would have factored the costs for the refurbishment at a leather specialist into the price.

It’s unbelievable that both parties are pointing to each other stating they cannot do anything regarding compensation because of the other party. It’s a joke – they have issues with their IT systems, barring me from negotiating on the price. Yet the only options I have now is to either keep the bag and pay the higher price plus refurbishment costs or to send it back. Both companies talk about sustainability – how is sending the bag back sustainable???

Gewenste Oplossing:

compensation for the wrong description/poor condition of the bag - and for the hassles I\'ve been through because of their idiotic pinpointing to each other