Inpost mistake/Vinted lack of Customer service

Pollycat

Morning
I ordered an item on Vinted.
When I collected and opened the parcel, it wasn't my item. There was a different name on the parcel.
I raised an issue with Vinted.

Between us, the seller and I managed to contact the person named on the parcel and we've confirmed I have her order.
We believe that the courier put her parcel in my locker and then realised the mistake and didn't put my parcel in her locker.
I've been in contact with my seller who says Vinted are 'actively investigating this with the buyer' (me).
Other than the stock response to my raising the issue, I've not heard from Vinted at all.

I rang Inpost with the above information and they have raised an issue with the warehouse to see if they can find my parcel.

I then contacted Vinted with the reference numbers of both parcels but because I'd already raised an issue, I just got the stock response 'wait until we get in touch with you'.
FHS! I'm doing their bloody job for them!

There are 2 unhappy buyers and 2 unhappy sellers through no fault of theirs.

If my parcel can just be traced and collected by the person who ordered the item I collected, we could just swap.
We are less than a mile apart.

I'm so damn frustrated.
Is there anything else I can do?

soolin

This is a big failing with Vinted . the customer service is extremely poor. It is likely that both sales will be finalised as the robotic system shows buyer has the item item, the system doesn't often care if it is the correct one or not. 

There is only one email that goes to a different department, and that is legal@vinted.com , but even they cna be useless sometimes. 

Pollycat

Well, an update on this.

Zero response from Vinted by yesterday afternoon (Monday).

I rang Inpost again and they suggested I contact legal@vinted.co.uk which I did at 14:05.

I got the FIRST response from support@vinted a couple of hours later.
They wanted me to peel off the address label even though I told them it was new and there was nothing underneath it.
I told them they were in the wrong forest let alone barking up the wrong tree about what the problem was.
I then re-sent my original explanation about the courier mixing parcels up.
Nothing since.

My seller then received a message saying that Vinted have handed it over to the shipping provider for investigation.
So, Vinted have finally done what I asked them to do on Friday afternoon.

The other buyer (of the item I still have) has been in touch with Inpost who said they 'are going to raise this with Vinted on her behalf'.

So much time wasted in sorting out a problem that I could have sorted out with a couple of calls.

Vinted support/customer service are appallingly inefficient.

Are they too stupid to realise that delay in responding to issues just creates more work for them as frustrated customers just keep bombarding them with messages?
Hypothetical question...

savergrant

Unfortunately the root cause of this is inpost are missing a parcel (your item). Do you know by any chance what the other buyer has been told? Presumably they haven't received a 'ready for collection' message?
What is the approximate value of the two items? Unfortunately as far as the courier is concerned it's the other parcel which has been lost.

Pollycat

Thanks.
The other buyer has also raised an issue with Vinted and so has the seller.

Last I heard, the other buyer had a message that the item was out for delivery on 6/11.

My item is not expensive but was a good buy.
No idea how much the other item cost.

The point is... both Vinted and Inpost have been made aware of the 2 shipping numbers involved in this 2 way mix up.

You are right, as far as Inpost are concerned my order has been collected.
I don't understand why Inpost can't/won't/haven't check the whereabouts of the other parcel.
According to Inpost tracking, the other buyer's parcel (which is actually mine) is still showing: 

• It's close, stay tuned

  6 Nov, 11:17 AM

Nothing from Vinted since Monday.

Pollycat

I've had communication from Vinted support asking me to peel off the shipping label (they presumably think that the newest label has been peeled off - despite me telling them it a brand new mailer).

They then asked if the mailer had a yellow MTL on it (it didn't).

I've told them:

You need also to understand that I am in possession of a parcel that doesn't belong to me but was placed MY locker which was unlocked with the collection code provided by Inpost.

I've told Vinted legal:

It’s blindingly obvious that the Inpost courier simply put the wrong parcel in my locker and sent me the collection code. That is why I’ve ended up with an item that I didn’t purchase. I’ve explained this to vinted support several times. So has my seller.

I've never experienced such shocking, ineffectual customer service as this.

soolin

I keep getting a pop up on Vinted stating that there is an issue with Inpost labels at the moment and wonder if all these glitches which have been ongoing for weeks now are causing some of these issues. Due to various issues with Inpost I have temporarily removed the inpost locker to locker option as I don't want to risk problems while there is a known glitch. 

It doesn't help you, especially when Vinted deny issues whilst at the same time warn about them. 

Pollycat

soolin said:

I keep getting a pop up on Vinted stating that there is an issue with Inpost labels at the moment and wonder if all these glitches which have been ongoing for weeks now are causing some of these issues. Due to various issues with Inpost I have temporarily removed the inpost locker to locker option as I don't want to risk problems while there is a known glitch. 

It doesn't help you, especially when Vinted deny issues whilst at the same time warn about them. 

I think this is a clear case of the courier mixing up the 2 parcels.

I damn well hope there isn't an issue with Inpost.
I am expecting 2 Inpost parcels that have been out for delivery for 21 hours.

savergrant

Pollycat said:

soolin said:

I keep getting a pop up on Vinted stating that there is an issue with Inpost labels at the moment and wonder if all these glitches which have been ongoing for weeks now are causing some of these issues. Due to various issues with Inpost I have temporarily removed the inpost locker to locker option as I don't want to risk problems while there is a known glitch. 

It doesn't help you, especially when Vinted deny issues whilst at the same time warn about them. 

I think this is a clear case of the courier mixing up the 2 parcels.

I damn well hope there isn't an issue with Inpost.
I am expecting 2 Inpost parcels that have been out for delivery for 21 hours.

Do we know where the other parcel was being delivered to? If the other buyer lives close to you it could well be that the collection code received was meant to go to them, rather than the courier putting the wrong parcel in the locker.
If the other parcel was for home delivery then it's a different story. As you've already 'collected' your parcel I doubt a courier would be able to scan it to open a locker and it would probably work its way slowly back to the sender.
Somehow the courier has presumably reached the locker, scanned a parcel, a locker has opened, he's put that parcel in it, and that's generated a collection code which you received. Unless the courier was holding both parcels at the time the collection code must have been generated by scanning the parcel you received.

Pollycat

savergrant said:

Pollycat said:

soolin said:

I keep getting a pop up on Vinted stating that there is an issue with Inpost labels at the moment and wonder if all these glitches which have been ongoing for weeks now are causing some of these issues. Due to various issues with Inpost I have temporarily removed the inpost locker to locker option as I don't want to risk problems while there is a known glitch. 

It doesn't help you, especially when Vinted deny issues whilst at the same time warn about them. 

I think this is a clear case of the courier mixing up the 2 parcels.

I damn well hope there isn't an issue with Inpost.
I am expecting 2 Inpost parcels that have been out for delivery for 21 hours.

Do we know where the other parcel was being delivered to? If the other buyer lives close to you it could well be that the collection code received was meant to go to them, rather than the courier putting the wrong parcel in the locker.
If the other parcel was for home delivery then it's a different story. As you've already 'collected' your parcel I doubt a courier would be able to scan it to open a locker and it would probably work its way slowly back to the sender.
Somehow the courier has presumably reached the locker, scanned a parcel, a locker has opened, he's put that parcel in it, and that's generated a collection code which you received. Unless the courier was holding both parcels at the time the collection code must have been generated by scanning the parcel you received.

The other parcel was being delivered to the same Inpost lockers as my parcel.
I am 100% sure that the courier put the other buyer's parcel in my locker.
And then generated a collection code for me to collect the wrong parcel.

bigflabbylady

Pollycat said:

There are 2 unhappy buyers and 2 unhappy sellers through no fault of theirs.

If my parcel can just be traced and collected by the person who ordered the item I collected, we could just swap.
We are less than a mile apart.

I'm so damn frustrated.
Is there anything else I can do?

Another unhappy buyer here, from Inpost directly. Been dealing with these incompetents for almost a month trying to get my money back for a parcel they lost and gotten what seems like only bot responses so far bar maybe the last message.

Considering taking it to small claims as it is just disgusting they think they can offer that kind of 'service' or rather none service and get away with it.

You can see my other thread if you want to see the whole shenanigans so far.

If you look at the negative (ie not fake bot reviews) online then there are oceans of us running into the same brick wall when something goes wrong with Inpost and many it seems Vinted are up to the same tricks. Birds of a feather flock together.