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Customer Name: Carlos Guedes
Email: sabedoria2024@gmail.com
Transaction Number: 1ZY505556877752061
Seller Username: Guedes1997
Buyer Username: Twice
Transaction Amount: €2,800
Product: Patek Philippe Watch, including extra strap
Shipping Date: July 19, 2024

Complaint Description:

I hereby file a formal complaint against Vinted due to severe irregularities and failures in fulfilling its obligations as a sales intermediary platform, as well as the violation of my rights as a consumer, as stipulated by applicable law.

Description of Facts:

On July 19, 2024, I sold a luxury watch by Patek Philippe through the Vinted platform for the amount of €2,800. The product was shipped to the buyer, properly packaged and protected. The bag used for shipping is the same one that originally transported the watch via postal service without any issues. To further ensure the product's safety, I reinforced the packaging with cardboard on the inside.

However, upon arrival at Vinted's verification center, I was informed that the bag was torn and covered with tape, and that the watch had disappeared. Vinted, in an automated response without any proof or documentation, claimed that the packaging was insufficient and, for that reason, I was not entitled to any compensation.

Furthermore, I would like to highlight that there are hundreds of complaints similar to mine, where products are stolen or lost during the verification process at Vinted. This situation is not an isolated incident and demonstrates a concerning pattern of lack of security and responsibility on the part of Vinted.

Vinted’s Failures and Irregularities:

Lack of Evidence and Transparency: Vinted has not provided any concrete evidence to support its claim that the packaging was insufficient. No photographs, videos, or any other form of documentation were presented to justify such a claim. This lack of transparency is a clear violation of the principles of good faith that govern consumer relations.

Violation of Internal Policies: According to Vinted’s policies, the platform is committed to protecting sellers and ensuring the safety of products during the verification and shipping process. However, by ignoring my evidence and failing to properly investigate the disappearance of the watch, Vinted is violating its own policies and compromising the integrity of the service it provides.

Noncompliance with Consumer Rights: As established in the Consumer Protection Code, Vinted has the obligation to ensure the protection of its users’ goods and to adhere to the policies and regulations it advertises. The inadequate handling of this situation, including the refusal to provide fair compensation or return the product, constitutes a violation of my rights as a consumer.

Legal Actions and Measures Taken:

Given the severity of the situation, I have already filed formal complaints with the following entities:

• Directorate-General for Consumer Affairs in Portugal: Formal complaint filed.
• DECO Proteste: I have contacted the association for mediation and support in resolving this dispute.
• Consumer Protection Authorities in Lithuania: Formal complaint filed.
• European Consumer Centre (ECC) in Portugal: Notification for assistance with cross-border issues.

Additionally, I inform you that my lawyer is prepared to file a formal complaint with the competent authorities and initiate legal action if Vinted does not resolve this situation immediately and adequately.

Demands:

I urgently demand one of the following solutions:

1. Full reimbursement of €2,800 or other compensation.
2. Immediate return of the luxury watch and the extra strap.

It is unacceptable that Vinted declares the decision final without presenting any proof or properly investigating the incident. The final decision on this case will be made by the courts, not Vinted.

I am determined to ensure that my rights are respected and that Vinted responds appropriately to this serious situation. The response that I "am not entitled to compensation" is not sufficient. I trusted Vinted, and in return, I was left without my money and my product. I will not rest until this situation is resolved fairly and in accordance with the law.

Signature:
Carlos Guedes