Vinted complaint: Unresolved Transaction

I am writing to file a formal complaint against Vinted UAB regarding a serious issue with a transaction that remains unresolved despite numerous attempts to address it directly with the company. The situation is particularly troubling due to Vinted’s lack of appropriate response and the severity of the negligence observed.

Date of Dispatch: July 19, 2024
Item Sold: Patek Philippe Watch, including an extra bracelet
Vendor Username: Guedes1997
Buyer Username: Twice
Order Number: 1ZY505556877752061
Order Value: €2,800
Issue Description:

The issue concerns a luxury watch I sold to the buyer Twice via Vinted. The item was packaged in a reinforced cardboard bag, the same bag used for its original delivery, and was adequately fortified to ensure safe transport. However, upon arrival at Vinted’s verification center, the bag was found to be ripped, cut, and re-glued, indicating possible tampering or theft.

Vinted has claimed that the item arrived empty due to insufficient packaging, which is factually incorrect. I have substantial evidence to refute this claim, including photographs and documentation of the packaging condition. I am prepared to provide a similar bag for comparison to demonstrate that the packaging was indeed adequate.

Legal Failures and Negligence:

False Claims: Vinted’s assertion that the packaging was insufficient is unfounded and misleading. The documentation provided clearly shows that the packaging was compliant.
Lack of Resolution: Despite numerous attempts to resolve the situation directly with Vinted and the formal complaints filed, the company has only responded with automatic messages falsely stating that the issue has been resolved. This approach is unacceptable and shows blatant disregard for consumer rights.
Negligence in Case Handling: The state of the bag upon arrival at the verification center—torn and cut—suggests mishandling or theft. The failure to properly investigate these concerns constitutes a severe breach of Vinted’s obligations.
Violation of Consumer Protection Laws: Vinted’s handling of this case reflects a significant breach of consumer protection laws. The lack of satisfactory resolution and dismissive responses from Vinted demonstrate a complete disregard for consumer rights.
Actions Taken:

Complaint to the Portuguese Directorate-General for Consumers: Filed a formal complaint.
Complaint to the Ombudsman (Portugal): Submitted a formal complaint.
Complaint to the Portuguese Consumer Defense Association (DECO): Reached out for mediation and support.
Contact with the European Consumer Centre (ECC) in Portugal: Notified for assistance with cross-border consumer issues.

Complaint to the Lithuanian Consumer Protection Centre: Filed for handling the issue in the jurisdiction where Vinted operates.

Despite these efforts, Vinted has continued to provide inadequate responses. This behavior constitutes a grave violation of legal and ethical responsibilities.

Request for Immediate Action:

Given the seriousness of the situation involving a high-value luxury item and clear indications of mishandling or theft, I urgently request the following:

Immediate Reimbursement: Facilitate the immediate reimbursement of €2,800 for the missing item.
Thorough Investigation: Conduct a comprehensive investigation into Vinted’s handling of this case and the issues with packaging.

Adequate Resolution: Provide a satisfactory resolution to the problem, addressing the legal failures and negligence of Vinted.

Appropriate Measures: Implement measures to address the negligence and inadequate responses from Vinted.

I want to emphasize that I sold the watch on Vinted’s platform because I trusted the platform to handle the transaction securely. I urgently needed the funds from the sale. Currently, I find myself without the product and without the money. This situation is unacceptable and reflects a severe lack of responsibility and care on Vinted’s part.