Vinted - Parcel not delivered but refusing to refund me

SharkieSolo

Hi All, sorry to hear you have all had problems with Vinted - I have just recently had issues with them and am pretty shocked that such a large firm can get away with what they’re doing. I would encourage you all to contact your credit card provider for support in claiming a refund.

I bought a higher value item (just short of £100) on 11th Sept from Vinted, which was sent on 16th Sept and tracked by Royal Mail. It was never delivered and appears to be lost in the RM system, it’s clearly showing as undelivered on their tracking. I spoke to RM and they confirmed that at this stage it’s missing. 

I had to wait over a month to report the undelivered item to Vinted (they provided a date of 20th Oct when their ‘report an issue’ button is activated, and I had 48hrs to make a claim). I did this on 20th Oct, and got an auto-response:

Hello,

We’re sorry to hear the parcel never arrived.

The order is now temporarily suspended, so your money is safe whilst we look into this.

You’ll be fully refunded for the order if the parcel is confirmed as lost. 

🤖 This is an automated message — please wait for us to get back to you.

⏱ You’ll get an update in about 48 hours or less. 

Thanks,

Team Vinted 

——-

Then, three days later, I got this message:

Hello there,

I'm sorry to hear that you haven't received your parcel. 

To properly investigate this issue, we require the seller to get in touch with us directly as soon as possible. We will then guide the seller on the necessary proofs and assist in communication with the carrier.

Without this essential information, we regrettably won't be able to assist you.

Best regards,

Ihor || Vinted 

————-

I checked with the seller and she had provided the receipt and tracking to Vinted, but felt she wasn’t physically able to speak to anyone - she was also keen to have her funds released for this item. I got back to Vinted again stating this, and saying that I had paid Buyer Protection as part of my purchase and it’s clearly not been delivered as they can see this on the tracking details. There were a couple of messages back and forth and they said they were investigating and thanked me for my patience. 

On 27th Oct I asked, again, for an update - and got the following response:

Hello,

Your transaction may have been completed for the following reason:

-The deadline for escalating the issue to the carrier has expired.

We sincerely apologise for the situation, but there's limited action we can take in this case, which is why your transaction had to be completed.

Despite these circumstances, I wish you a pleasant day!

Seifeldin || Team Vinted
—————-

So I have done everything I was meant to do, and they just completed the order anyway! They’ve actually marked it on their system as delivered now, even though I haven't received it and the tracking on the listing shows it undelivered. So I’m getting the auto comment of ‘Enjoy your Order!’ And asking me to leave feedback!

I have been trying to complain but their AI responses are insisting that this matter is now closed, so I’ve asked for a direct dial number to speak to an actual person and also an email or physical address to formally complain about this, but they have ignored these requests (I’ve now asked three separate times for this). I can see that the communication I’ve received is so similar to what you guys have been getting, they’ve told me this is their final decision etc. 

I’ve now made a claim to my credit card provider and they have said that they should be able to either claim the funds from Vinted or pay it to me themselves. So fingers crossed.

But I just can’t understand how legally they can get away with this, and clearly I am not the only one who has had such a bad experience!