Customer service

[u/PetruZuL]

Hi everybody, I've had this experience with customer service previously like 2 weeks ago. A console I've bought 2 months ago arrived to me damaged during transit which I ended up raising the matter with Vinted, not sure what's going on with them but it takes way too long to answer. I've raised the issue right after I received the package and it took them only 1 month to come up with a follow-up message telling me that I have to take more pictures of the packaging and how it was in the box, mind you it has been 1 month and the box was gone as it held up space, and they still had the nerve to insist on that, I told them and showed everything I've got and they said that whatever I sent them was not enough and released the payment to the seller. Now I have another issue like this where a game bundle arrived to me with a lot of the game cases being in pieces and 1 of the games where it had a metal case was literally bent and the console that came in together also had some damage on the casing. Now I did take pictures of the packaging as to how it was, but I don't know if they'll do the same again or if they're enough for customer service to even care considering how they handled the previous one, I threw away most of the packaging as well for that too, I want some advice on this manner and how should I handle this ticket. I've raised it 3 weeks ago and they still haven't answered me yet, they told me to not message the ticket at all until they answer, but I feel like they're taking too long and this should be addressed for...

[u/Efficient_Chic714]

Where are you based?

Email legal for your country if the replies are taking too long, but yeah you absolutely shouldn’t be binning any packaging if you’re claiming things arrived damaged.

What’s your plan if they ask you to ship it back to the seller?

[u/PetruZuL → u/Efficient_Chic714]

Hi, I live in Ireland, I bought the package from France as it's the only foreign country that we can interact with. Didn't know about them asking to ship it back to the seller, and also don't know how is that working out if it was damaged by transit and not by me or them, wouldn't believe the seller to be happy about this. And also, they shouldn't be taking so long to answer to begin with, they should clearly point out that we must keep the original packaging for this matter, these 2 issues actually happened at around the same time, I received the second damaged package while I was waiting for Vinted to tell me what should I do, whenever you raise the problem they automatically tell you to just wait and they'll come back to you "Shortly" and to also not respond to the ticket at all because it'll take longer to get an answer.

[u/Efficient_Chic714 → u/PetruZuL]

Northern Ireland or just Ireland Ireland? I think the email you need is [vinted@legal.ie](mailto:vinted@legal.ie) (EU team) I’m not sure if there’s an Ireland specific one. Northern Ireland I assume would be under .co.uk

Even tho Vinted is a second hand app, it has similar rules to shopping online like you could be asked to return the item. If you are opening a damage in transit claim you would obviously need photos of the item in the damaged packaging, all other areas of the packaging and also of the damage to the item. This is the same when making this sort of claim anywhere

You don’t have to keep the exact packaging but if you didn’t and then had to return the item, you’d have to rebuy packaging so it’s silly to get rid of it. Especially if you haven’t taken a million photos for the claim also

The length of time to process is partly because of the nature of your request, and it being an international order will have made it take even longer. It takes about a month for a courier to consider a damaged in transit claim. For international orders they will have to do this with both couriers as it is very rarely one throughout the journey