Inpost mistake/Vinted lack of Customer service

Pollycat

UPDATE:
Finally sorted.
Appalling customer service by Vinted.
I sent so many messages explaining what happened but Vinted just continued to ask script questions or auto message me that I'd already told them about the wrong parcel.

My parcel eventually turned up on Saturday.

I messaged Vinted to say it had arrived, asked them to release funds to my seller and advised my seller.
Vinted.
No reply.
My seller messaged Vinted who said they needed confirmation from me that I had received the parcel - they already had it!!!

They released the seller's funds and closed my case.

BUT...I still had an item that didn't belong to me but I knew who had bought it.

I asked Vinted what to do about it.
They said they couldn't help and advised me to contact Inpost direct.
1. It's NOT my item. I'm just trying to do my best for another buyer.
2. It's NOT the buyer who has the contract with Inpost.

After complaining about the non-existent customer service, Vinted advised me that "if I did not place an order for the item you (me) received with your original parcel, it becomes challenging for us to provide assistance. We recommend contacting Inpost directly".

FHS! It was only challenging because Vinted didn't read my explanation of what had happened.
So why didn't Vinted tell me that in the first place?
FTR, it's not the buyer who has the contract with Inpost, it's the seller so the correct response would be to tell me to get the seller to contact Inpost.

Both me and the seller had contacted Inpost right at the beginning of this sorry saga but were told that we had to go through Vinted.

I told Vinted that if they didn't understand their processes and procedures how did they expect their customers to do so.
They replied that they "are obliged to follow their established processes in such a situation".

My final response was - as far as me and my seller are concerned, Vinted don't appear to have any "established processes".

So...I have my parcel. My seller has her money.
I've arranged with the other buyer to drop off her parcel.
She'll have to sort out payment with her seller because as far as Inpost are concerned, her parcel hasn't been delivered (because Inpost put it in my locker)..

Sorry for the rant. 
But...customer service?
Really?

saajan_12

Pollycat said:

UPDATE:
Finally sorted.
Appalling customer service by Vinted.
I sent so many messages explaining what happened but Vinted just continued to ask script questions or auto message me that I'd already told them about the wrong parcel.

My parcel eventually turned up on Saturday.

I messaged Vinted to say it had arrived, asked them to release funds to my seller and advised my seller.
Vinted.
No reply.
My seller messaged Vinted who said they needed confirmation from me that I had received the parcel - they already had it!!!

They released the seller's funds and closed my case.

BUT...I still had an item that didn't belong to me but I knew who had bought it.

I asked Vinted what to do about it.
They said they couldn't help and advised me to contact Inpost direct.
1. It's NOT my item. I'm just trying to do my best for another buyer.
2. It's NOT the buyer who has the contract with Inpost.

After complaining about the non-existent customer service, Vinted advised me that "if I did not place an order for the item you (me) received with your original parcel, it becomes challenging for us to provide assistance. We recommend contacting Inpost directly".

FHS! It was only challenging because Vinted didn't read my explanation of what had happened.
So why didn't Vinted tell me that in the first place?
FTR, it's not the buyer who has the contract with Inpost, it's the seller so the correct response would be to tell me to get the seller to contact Inpost.

Both me and the seller had contacted Inpost right at the beginning of this sorry saga but were told that we had to go through Vinted.

I told Vinted that if they didn't understand their processes and procedures how did they expect their customers to do so.
They replied that they "are obliged to follow their established processes in such a situation".

My final response was - as far as me and my seller are concerned, Vinted don't appear to have any "established processes".

So...I have my parcel. My seller has her money.
I've arranged with the other buyer to drop off her parcel.
She'll have to sort out payment with her seller because as far as Inpost are concerned, her parcel hasn't been delivered (because Inpost put it in my locker)..

Sorry for the rant. 
But...customer service?
Really?

Great news on your parcel! 

On the other one, to be fair as far as your account with Vinted is concerned, the other parcel is unrelated. So its just something received from InPost, which you'd need to contact InPost about or discard. If the other buyer contacted Vinted and got that response that may be more grounds for complaint. 

Pollycat

saajan_12 said:

Pollycat said:

UPDATE:
Finally sorted.
Appalling customer service by Vinted.
I sent so many messages explaining what happened but Vinted just continued to ask script questions or auto message me that I'd already told them about the wrong parcel.

My parcel eventually turned up on Saturday.

I messaged Vinted to say it had arrived, asked them to release funds to my seller and advised my seller.
Vinted.
No reply.
My seller messaged Vinted who said they needed confirmation from me that I had received the parcel - they already had it!!!

They released the seller's funds and closed my case.

BUT...I still had an item that didn't belong to me but I knew who had bought it.

I asked Vinted what to do about it.
They said they couldn't help and advised me to contact Inpost direct.
1. It's NOT my item. I'm just trying to do my best for another buyer.
2. It's NOT the buyer who has the contract with Inpost.

After complaining about the non-existent customer service, Vinted advised me that "if I did not place an order for the item you (me) received with your original parcel, it becomes challenging for us to provide assistance. We recommend contacting Inpost directly".

FHS! It was only challenging because Vinted didn't read my explanation of what had happened.
So why didn't Vinted tell me that in the first place?
FTR, it's not the buyer who has the contract with Inpost, it's the seller so the correct response would be to tell me to get the seller to contact Inpost.

Both me and the seller had contacted Inpost right at the beginning of this sorry saga but were told that we had to go through Vinted.

I told Vinted that if they didn't understand their processes and procedures how did they expect their customers to do so.
They replied that they "are obliged to follow their established processes in such a situation".

My final response was - as far as me and my seller are concerned, Vinted don't appear to have any "established processes".

So...I have my parcel. My seller has her money.
I've arranged with the other buyer to drop off her parcel.
She'll have to sort out payment with her seller because as far as Inpost are concerned, her parcel hasn't been delivered (because Inpost put it in my locker)..

Sorry for the rant. 
But...customer service?
Really?

Great news on your parcel! 

On the other one, to be fair as far as your account with Vinted is concerned, the other parcel is unrelated. So its just something received from InPost, which you'd need to contact InPost about or discard. If the other buyer contacted Vinted and got that response that may be more grounds for complaint. 

To be fair, I advised Vinted that I had someone else's Vinted purchase.
I confirmed this with the other buyer.
I provided the other buyer's username and full name as well as the Inpost parcel number.

The other buyer tried to raise an issue with Vinted, telling them I'd got her parcel.
She provided them with my username and Inpost parcel number.

They just kept telling her that she needed to wait until 9/12 to raise an issue.

Vinted didn't even try to match up the 2 transactions even though I explained fully to them the day after I received the wrong parcel.

In my communications with Vinted, I also mentioned this parcel that wasn't mine and specifically asked them what to do with it.
They never responded to that part of my message.

As for discarding the wrong parcel, I have more integrity than that.
I went above and beyond to identify the owner of the parcel I received in error and did my best to help Vinted sort the mess out.

So, I repeat:

Appalling customer service by Vinted.

But...customer service?
Really?