Vestiaire Collective

User Experience Report

Week of February 14th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of Vestiaire Collective's key feedback

High Fees

Users are frustrated with the high fees for both buyers and sellers, making transactions costly. This discourages users from using the platform.

Customer Service Issues

Users are frustrated with the high fees for both buyers and sellers, making transactions costly. This discourages users from using the platform.

Authentication Concerns

There are numerous complaints about the authentication process, with users receiving fake or misrepresented items despite paying for authentication.

App Glitches

The app is plagued with technical issues, including login problems, slow performance, and errors during transactions, frustrating users.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

The RealReal

The RealReal receives mixed feedback, with users praising the app for its ease of use and the quality of items, but many express frustration over high shipping fees, poor customer service, and issues with item authenticity.

#2 RUNNER UP

Poshmark

Poshmark is generally well-received for its user-friendly platform and the ability to find great deals, but users often complain about high fees, issues with scammers, and problems with customer service.

#3 Straggler

Depop

Depop users appreciate the variety of unique items and the community feel, but the app is criticized for technical issues, high fees, and poor customer service, with many users experiencing account suspensions without clear reasons.

Nuggets

Major Highlights of the Week

High Fees

Users are frustrated with the high fees for both buyers and sellers, which significantly increase the cost of transactions. Consider revising the fee structure to make the platform more competitive and attractive to users.

Customer Service Issues

Many users report poor customer service experiences, including unresponsive support and unresolved issues. Improve customer service by providing more training to support staff and ensuring timely responses to user inquiries.

Authentication Concerns

Users have expressed doubts about the authenticity checks, with some receiving counterfeit items. Strengthen the authentication process and provide transparency to build trust with users.

App Glitches

The app is frequently described as glitchy and difficult to use, with issues like login problems and slow performance. Prioritize fixing these technical issues to enhance user experience and satisfaction.

Unclear Policies

Users are confused by unclear policies, especially regarding returns and fees. Simplify and clearly communicate policies to users to prevent misunderstandings and improve user trust.

Shipping and Duties

High shipping costs and unexpected duties are a common complaint. Explore options to reduce shipping costs and provide clear information about duties to avoid surprising users at checkout.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

High Fees

Customer Service Issues

Authentication Concerns

Users have expressed doubts about the authenticity checks, with some receiving counterfeit items. Strengthen the authentication process and provide transparency to build trust with users.

App Glitches

Unclear Policies

Users are confused by unclear policies, especially regarding returns and fees. Simplify and clearly communicate policies to users to prevent misunderstandings and improve user trust.

Shipping and Duties

High shipping costs and unexpected duties are a common complaint. Explore options to reduce shipping costs and provide clear information about duties to avoid surprising users at checkout.

Quotes of the week

Hear from some of the most impactful users to drive changes

I sold a $4000 dress for $490, and after a week, they claimed it wasn't as described due to minor deodorant marks. The buyer canceled, and I'm done with this platform.

App Store

I bought a Dior top that passed their authentication, but it was clearly fake. I'm shocked and will never purchase again.

Google Play

I sold an item, shipped it, and later got a notice that the order was canceled for not being shipped. I've reached out multiple times for help, but nothing. This company lacks proper infrastructure.

Google Play

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The quotes of the week

Hear from some of the most impactful users to drive changes

I sold a $4000 dress for $490, and after a week, they claimed it wasn't as described due to minor deodorant marks. The buyer canceled, and I'm done with this platform.

Candice Wu

App Store

I bought a Dior top that passed their authentication, but it was clearly fake. I'm shocked and will never purchase again.

Kelly Williams

Google Play

I sold an item, shipped it, and later got a notice that the order was canceled for not being shipped. I've reached out multiple times for help, but nothing. This company lacks proper infrastructure.

Koray Okumus

Google Play

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User Experience Report

Vestiaire Collective

Top Insights This Week

High Fees

Customer Service Issues

Authentication Concerns

App Glitches

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts