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!

Encee

I've had a very similar problem to this just recently. Took an age for Evri to deliver a parcel and eventually it was deemed 'lost' by Evri. However, on finally (after 28 days) it was logged by the buyer as 'lost' on Vinted, i was given just 48 hours to click the 'I have a problem' button. I was away over the weekend and didn't look at Vinted till Monday - by which point Vinted automatically stated it as 'Received'. 

I was fuming! I got the same auto responses from Vinted as seen in previous messages. 

Did a bit of googling and it seems they're breaking Trading Standards laws in this country. But due to lack of resources, Trading Standards are very weak in upholding consumer laws and bringing these rogue traders to account on their bad practices. I found this advice sheet online from the City of London Trading Standards. 
I can't post links on here as I'm not deemed 'experienced' enough or something. But if you google this:
"City of London Vinted fact sheet"
It should bring up a link to a consumer factsheet on Vinted problems. 

I will report this to my bank as it suggests, but I'm disappointed that Vinted won't be changing their bad practices. Here's a key excerpt from that doc: 

Trading Standards have met with Vinted and raised our main concerns regarding the issues identified above.  However, Vinted will not be making any significant changes to the platform or their policies. 

Very poor upholding of the law from Trading Standards!

Disappointing. 

Miró

I purchased two items, a coat and a dress, from different sellers on Vinted, totalling just over £100.  Delivery for both was to be to a local InPost parcel shop. A week later InPost tracking for both items said 'delivery refused'.  Parcels went back to the sort facility then out again and once again 'delivery refused'.  This has happened three times now. Both parcels have been back at the sort facility* for the last 10 days with no movement.  In the meantime I have discovered that the parcel shop ended its contract with InPost some time ago, (presumably hence the refusals), yet it is still showing as being a live and functional InPost parcel shop. I am aware that they are generally supposed to try to deliver four times and then they return the items to the sender and the buyer gets refunded. Until the fourth attempt at delivery happens I seem to be stuck in Vinted limbo with no coat and the funds to purchase another one languishing in Vinted's coffers.  Despite many messages to InPost and Vinted informing them that the delivery shop is no longer an agent for them I am getting nowhere.  The sellers are not being very helpful either!  Does anyone have any ideas as to what else I can do to sort this?  I cannot afford to lose £100+.

* When I queried things with InPost they said they were too busy to look into the matter!!!!

mta999

Not really familiar with vinted but I'm guessing it is a platform on which many different traders sell things

Is there any mileage in claiming against the actual seller rather than Vinted themselves?

The trader advertised the goods and presumably got paid (via vinted) and if the goods have not turned up then it is their responsibility to make sure you get them??

Miró

mta999 said:

Not really familiar with vinted but I'm guessing it is a platform on which many different traders sell things

Is there any mileage in claiming against the actual seller rather than Vinted themselves?

The trader advertised the goods and presumably got paid (via vinted) and if the goods have not turned up then it is their responsibility to make sure you get them??

On Vinted the seller doesn't get paid until the goods arrive and are OK'd by the buyer. So they are in a similar position to me in a way not having their item and not having the purchase price. The funds are held by Vinted in the meantime, (earning interest no doubt so no reason for them to try to sort things I guess).  The ridiculous thing is...the buyer has to pay a 'buyer protection fee' on every purchase.  Fat lot of use that appears to be!

Pollycat

mta999 said:

Not really familiar with vinted but I'm guessing it is a platform on which many different traders sell things

Is there any mileage in claiming against the actual seller rather than Vinted themselves?

The trader advertised the goods and presumably got paid (via vinted) and if the goods have not turned up then it is their responsibility to make sure you get them??

Most of the sellers on Vinted are private sellers - not traders.
There are some 'pro' sellers.

Pollycat

Miró said:

I purchased two items, a coat and a dress, from different sellers on Vinted, totalling just over £100.  Delivery for both was to be to a local InPost parcel shop. A week later InPost tracking for both items said 'delivery refused'.  Parcels went back to the sort facility then out again and once again 'delivery refused'.  This has happened three times now. Both parcels have been back at the sort facility* for the last 10 days with no movement.  In the meantime I have discovered that the parcel shop ended its contract with InPost some time ago, (presumably hence the refusals), yet it is still showing as being a live and functional InPost parcel shop. I am aware that they are generally supposed to try to deliver four times and then they return the items to the sender and the buyer gets refunded. Until the fourth attempt at delivery happens I seem to be stuck in Vinted limbo with no coat and the funds to purchase another one languishing in Vinted's coffers.  Despite many messages to InPost and Vinted informing them that the delivery shop is no longer an agent for them I am getting nowhere.  The sellers are not being very helpful either!  Does anyone have any ideas as to what else I can do to sort this?  I cannot afford to lose £100+.

* When I queried things with InPost they said they were too busy to look into the matter!!!!

I wish you luck with Vinted (non-existent) customer service.

I too had a recent issue with Vinted/Inpost: 
 Inpost mistake/Vinted lack of Customer service — MoneySavingExpert Forum

soolin

Miró said:

I purchased two items, a coat and a dress, from different sellers on Vinted, totalling just over £100.  Delivery for both was to be to a local InPost parcel shop. A week later InPost tracking for both items said 'delivery refused'.  Parcels went back to the sort facility then out again and once again 'delivery refused'.  This has happened three times now. Both parcels have been back at the sort facility* for the last 10 days with no movement.  In the meantime I have discovered that the parcel shop ended its contract with InPost some time ago, (presumably hence the refusals), yet it is still showing as being a live and functional InPost parcel shop. I am aware that they are generally supposed to try to deliver four times and then they return the items to the sender and the buyer gets refunded. Until the fourth attempt at delivery happens I seem to be stuck in Vinted limbo with no coat and the funds to purchase another one languishing in Vinted's coffers.  Despite many messages to InPost and Vinted informing them that the delivery shop is no longer an agent for them I am getting nowhere.  The sellers are not being very helpful either!  Does anyone have any ideas as to what else I can do to sort this?  I cannot afford to lose £100+.

* When I queried things with InPost they said they were too busy to look into the matter!!!!

If it doesn't ever show as 'delivered' it goes back to seller and you , the buyer, gets a full refund. 

Miró

soolin said:

Miró said:

I purchased two items, a coat and a dress, from different sellers on Vinted, totalling just over £100.  Delivery for both was to be to a local InPost parcel shop. A week later InPost tracking for both items said 'delivery refused'.  Parcels went back to the sort facility then out again and once again 'delivery refused'.  This has happened three times now. Both parcels have been back at the sort facility* for the last 10 days with no movement.  In the meantime I have discovered that the parcel shop ended its contract with InPost some time ago, (presumably hence the refusals), yet it is still showing as being a live and functional InPost parcel shop. I am aware that they are generally supposed to try to deliver four times and then they return the items to the sender and the buyer gets refunded. Until the fourth attempt at delivery happens I seem to be stuck in Vinted limbo with no coat and the funds to purchase another one languishing in Vinted's coffers.  Despite many messages to InPost and Vinted informing them that the delivery shop is no longer an agent for them I am getting nowhere.  The sellers are not being very helpful either!  Does anyone have any ideas as to what else I can do to sort this?  I cannot afford to lose £100+.

* When I queried things with InPost they said they were too busy to look into the matter!!!!

If it doesn't ever show as 'delivered' it goes back to seller and you , the buyer, gets a full refund. 

How long is ‘ever’ tho? 🙄

soolin

Miró said:

soolin said:

Miró said:

I purchased two items, a coat and a dress, from different sellers on Vinted, totalling just over £100.  Delivery for both was to be to a local InPost parcel shop. A week later InPost tracking for both items said 'delivery refused'.  Parcels went back to the sort facility then out again and once again 'delivery refused'.  This has happened three times now. Both parcels have been back at the sort facility* for the last 10 days with no movement.  In the meantime I have discovered that the parcel shop ended its contract with InPost some time ago, (presumably hence the refusals), yet it is still showing as being a live and functional InPost parcel shop. I am aware that they are generally supposed to try to deliver four times and then they return the items to the sender and the buyer gets refunded. Until the fourth attempt at delivery happens I seem to be stuck in Vinted limbo with no coat and the funds to purchase another one languishing in Vinted's coffers.  Despite many messages to InPost and Vinted informing them that the delivery shop is no longer an agent for them I am getting nowhere.  The sellers are not being very helpful either!  Does anyone have any ideas as to what else I can do to sort this?  I cannot afford to lose £100+.

* When I queried things with InPost they said they were too busy to look into the matter!!!!

If it doesn't ever show as 'delivered' it goes back to seller and you , the buyer, gets a full refund. 

How long is ‘ever’ tho? 🙄

There will be a date in the message thread that appears. That message though doesn't even appear for about 2 weeks, this is the message I currently have on an item sent on the 7th November: (I'm the seller but buyer sees the same except theirs says they will get a refund) 

Delivery is taking longer than expected

Don’t worry, the order should still be delivered soon. If it isn’t, the buyer will have 2 days after Dec 12 to report an issue. If the parcel is lost, you’ll get £3.00 compensation for this order.

That means on the 12th December my buyer will get the option to report an issue - they have 48 hours to do that. If they report an issue then they get a refund after a few days, if they miss that message or ignore it then sale is completed, seller gets paid and buyer loses out. Whatever happens as a buyer you must watch those dates in your purchase history.