For other platforms tapping in, the expectation of fast payment and consistent shopping must be matched by experience and guided discoveries. Fflur Roberts, head of luxury at market research firm Euromonitor, underscores the importance of building “high-touch” (close and involved) client relationships in contemporary resale. This type of white-glove treatment, now growingly available, enraptures shoppers. Take Melody Chan, a Hong Kong-based brand consultant, who invests roughly $8,000 to $9,000 per year on resale and vintage. She uses The RealReal (which also offers a tiered membership granting early access to items, secret sales, and speedy delivery) alongside Vestiaire, 1stDibs, and tightly curated boutique-platform hybrids, such as Baraboux — London’s by-appointment showroom and rental service frequented by Kylie Jenner.
Chan also enjoys “edit-driven” boutiques and “hidden gems” such as Paris’s Nuovo, Les Archives, and Entremains. Coincidentally, the latter store offers a members-only early access club for its monthly online drops, also called The Circle. “What I love about these places is that they’re not just stores, they’re experiences,” says Chan. “You walk in, you talk to someone who knows the collections inside out, and you often leave with something you didn’t know you were looking for.” That same experience matters online. “I love when a platform gives me a sense of discovery, but also the tools to understand the piece,” she says, mentioning the role of editorial content, styling cues, and information on provenance. Like many big spenders in this lucrative market, she enjoys the hunt, but also values the experience of being guided toward something special, “like you’re being let in on a secret”.
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At 1stDibs — a platform built on the playbook of a traditional antique market — discovery and categorized online merchandising serve as the internet’s answer to curated in-store displays. Collections are themed (“The ’90s, Revisited”, for example) and presented alongside written stories (“The William Klein fashion photo that broke the house rules at Vogue”). A private client specialist team works behind the scenes, with each staff member offering expertise in a given sector, be it fine jewelry or fashion. “These in-house experts act as the client’s concierge, providing assistance on all manner of requests throughout the acquisition process — from offering bespoke shopping recommendations, to handling delivery logistics,” says Anthony Barzilay Freund, editorial director at 1stDibs. Plus, even clients who prefer to shop more independently are never far from added insight. “In addition to our private clients, we are well aware that we have many equally discerning high-volume and repeat customers who prefer to shop discreetly and quietly on their own, following their own passions,” explains Freund. “We ensure these clients have the support of our concierge team if they require it, and enjoy the safety and security that 1stDibs offers as they navigate the site and purchasing process.”
