Vinted - Parcel not delivered but refusing to refund me

Blythy

Hi Guys

Happy Friday!

I’m keen to get others thoughts on this as it’s eating away at me.

At the tail end of June I purchased a top off vinted ; nothing expensive - literally £7 inc fees and postage.

The item was sent by the seller and marked as delivered to my house ….. however it never reached me.

I contacted vinted who opened a case however the courier was Yodel and I was able to view the photo to where it was delivered to…. And sure enough it wasn’t my property.

I let vinted know this and they said they’d look into it. After 2 days they came back and advised that yodel had confirmed the item had been delivered so it was case closed ; the seller would be given the money and there was nothing else they could do.

I challenged this but at the same time also reached out to yodel.

Yodel were excellent and investigated fully and confirmed back that geocoding had proved this was delivered to the wrong address and not me. They further said they had told vinted this and I should contact them as they had given compensation for this to vinted.

So I did ; and vinted once again replied it had been delivered ; Nothing they can do and I need to respect their decision.

I’ve had 5 different conversations with them now (all are either AI or copy and paste) including their legal address.

Frustrated I opened a claim via my bank safe in the knowledge I had full proof I should be refunded by vinted however vinted have today emailed me to advise they may well suspend my account unless I close the bank claim vs them and if I have issues I should contact via their help centre.

The amount is immaterial but it’s the principle ;
if they do this over and over they are onto a winner - from my side it’s frustrating as I can give them the proof they need but neither their legal address or support team are willing to help.

Has anyone else come up vs this and furthermore should I just accept the loss and move on or carry on escalating? 

born_again

Blythy said:

Hi Guys

Happy Friday!

I’m keen to get others thoughts on this as it’s eating away at me.

At the tail end of June I purchased a top off vinted ; nothing expensive - literally £7 inc fees and postage.

The item was sent by the seller and marked as delivered to my house ….. however it never reached me.

I contacted vinted who opened a case however the courier was Yodel and I was able to view the photo to where it was delivered to…. And sure enough it wasn’t my property.

I let vinted know this and they said they’d look into it. After 2 days they came back and advised that yodel had confirmed the item had been delivered so it was case closed ; the seller would be given the money and there was nothing else they could do.

I challenged this but at the same time also reached out to yodel.

Yodel were excellent and investigated fully and confirmed back that geocoding had proved this was delivered to the wrong address and not me. They further said they had told vinted this and I should contact them as they had given compensation for this to vinted.

So I did ; and vinted once again replied it had been delivered ; Nothing they can do and I need to respect their decision.

I’ve had 5 different conversations with them now (all are either AI or copy and paste) including their legal address.

Frustrated I opened a claim via my bank safe in the knowledge I had full proof I should be refunded by vinted however vinted have today emailed me to advise they may well suspend my account unless I close the bank claim vs them and if I have issues I should contact via their help centre.

The amount is immaterial but it’s the principle ;
if they do this over and over they are onto a winner - from my side it’s frustrating as I can give them the proof they need but neither their legal address or support team are willing to help.

Has anyone else come up vs this and furthermore should I just accept the loss and move on or carry on escalating? 

Card regulations only require proof of delivery. Where it is delivered to makes no difference.
So that in reality was a slam dunk rejection.

Blythy

born_again said:

Blythy said:

Hi Guys

Happy Friday!

I’m keen to get others thoughts on this as it’s eating away at me.

At the tail end of June I purchased a top off vinted ; nothing expensive - literally £7 inc fees and postage.

The item was sent by the seller and marked as delivered to my house ….. however it never reached me.

I contacted vinted who opened a case however the courier was Yodel and I was able to view the photo to where it was delivered to…. And sure enough it wasn’t my property.

I let vinted know this and they said they’d look into it. After 2 days they came back and advised that yodel had confirmed the item had been delivered so it was case closed ; the seller would be given the money and there was nothing else they could do.

I challenged this but at the same time also reached out to yodel.

Yodel were excellent and investigated fully and confirmed back that geocoding had proved this was delivered to the wrong address and not me. They further said they had told vinted this and I should contact them as they had given compensation for this to vinted.

So I did ; and vinted once again replied it had been delivered ; Nothing they can do and I need to respect their decision.

I’ve had 5 different conversations with them now (all are either AI or copy and paste) including their legal address.

Frustrated I opened a claim via my bank safe in the knowledge I had full proof I should be refunded by vinted however vinted have today emailed me to advise they may well suspend my account unless I close the bank claim vs them and if I have issues I should contact via their help centre.

The amount is immaterial but it’s the principle ;
if they do this over and over they are onto a winner - from my side it’s frustrating as I can give them the proof they need but neither their legal address or support team are willing to help.

Has anyone else come up vs this and furthermore should I just accept the loss and move on or carry on escalating? 

Card regulations only require proof of delivery. Where it is delivered to makes no difference.
So that in reality was a slam dunk rejection.

Thanks Born_Again

So even with the proof from Yodel their driver delivered to the wrong place it’s still no good?

With Vinted refusing to help I ultimately seem stuck on this it would seem. 

There is no vinted phone number ; but it seems
morally wrong on their behalf that they’ve been told they can refund me but refuse to do so? 

born_again

Yes, all that is required is proof of delivery. Even if Yodel are saying they delivered to the wrong place.
If Yodel are admitting the error, then they should be refunding..

Blythy

born_again said:

Yes, all that is required is proof of delivery. Even if Yodel are saying they delivered to the wrong place.
If Yodel are admitting the error, then they should be refunding..

Thanks again

On that basis (and even with the risk of vinted suspending my account) I guess I will keep perusing it. Their customer support is dreadful ; Yodel have confirmed to me their internal notes to vinted even advise that they are at error. Vinted simply keep going back to the ‘it’s been delivered’ copy and paste faff 

born_again

Actually you can't cancel the process. Vinted have 45 days to reject the claim. If they do not then as far as chargeback goes you keep the funds.
But Vinted could chase you via legal means to get the money back.

Gabybey

I know this is an oldish post over 6 months but the exact same thing has happened to me this last week and I have received the same inane responses from Vinted.  Yodel seems to accept they have delivered my item god knows where.  The photographic evidence shows it's not my property and I don't know where it has ended up.  Did you contact your credit card company and get the money back? It's £25 in my case but its more the principle.  I have lost all trust in Vinted now

z41n

Have had the same problem.  Parcel delivered to the wrong shop who said they have not had the parcel.  Vinted and Yodel sent me round the bend chasing the parcel and both the shop it was supposed to be delivered and the shop it was delivered stated they did not have the parcel. Vinted closed my claim stating that Yodel had confirmed delivery even though it has never been picked up.

Yodel refuses to send email directly to me telling me the parcel is lost as the blame would then be squarely with them.  Vinted have paid the seller and refuse to refund flat out.

Really really poor processes. Will not shop with Vinted again.

bigMLfan

It’s interesting that all the Vinted issues above are also Yodel deliveries! I have also had an issue with Vinted’s poor customer service and rubbish process and Yodel not delivering to my post box and although I provided Vinted with evidence of what my post box looks like (nothing like the proof provided) AND my safe place to be delivered AND let them know we also have a camera covering the postbox which shows nobody delivering at the recorded date / time , Vinted did not bother to pass that info on to Yodel who confirmed the item as delivered (it was delivered just not to me!) and I have lost £45! So much for “buyer protection” with Vinted. I have now contacted Yodel directly to be able to send proof of what my postbox looks like etc but won’t be using Vinted again!