Hold onto sellers' money and don't respond to emails, WhatsApp or phonecalls Despite phonecalls (straight to voicemail), emails and WhatsApp messages, I have still not be paid for my Chanel dress SOTT sold, nor have I received any response from them. Response times are wonderful at the beginning of the process as they try to win your luxury item but thereafter, silence. My initial complaint was finally read but not my query was not checked so their response was inaccurate. Since then my WhatsApp messages sit delivered but unread, my phone messages and emails ignored. And still they hold onto my cash, gaining interest on my money. Perhaps a public complaint might make them rethink their treatment of sellers. It has certainly made me rethink who I shall sell through in future.

Great Customer Service team but stingy return window The Customer Service team were great at answering a query I had on a gift card prior to purchase. The one less star is due to the cost of shipping for a regular (i.e. slower) service and how the buyer needs to cover the cost of return shipping. The timeframe for returns is not within the UK Law (i.e. much shorter than the law dictates).

Best preloved merch around I have shopped at SOTT a few times over the years & have never been dissapointed with the quality of the pieces I have received. I love the way they grade the products, very accurate & the service is always second to none. Definitely recommend them

Very happy customer Fantastic products... competitive prices.... ease of ordering/payment on website and such prompt delivery means U have Ur purchases quickly.... really like that😊

Poor customer service I was not made aware when I returned the clothes in person that Sales items were not refundable but just credited. This was very frustrating and maybe should be made clearer on their web page. I explained that I lived locally but had a broken wrist and that is why I had to order the clothes on line. I don't see why sales goods should be treated any differently than their other clothes. They had the clothes back again promptly to resell. Their credit note is only valid for 3 months which is also very unfair. It is also very difficult to get through to them on the phone. I left 3 voicemails and no one returned my calls