Vinted - Luxury watch theft - vinted

I am writing to formally lodge a complaint against Vinted UAB, a company registered in Lithuania, regarding a serious issue with a transaction that remains unresolved despite numerous attempts to address it directly with the company.

Company Details:

Company Name: Vinted UAB
Address: Sävitrigailos St. 13, LT-03228 Vilnius, Republic of Lithuania
Transaction Details:

Shipping Date: July 19, 2024
Item Sold: Patek Philippe Watch, including an extra bracelet
Order Number: 1ZY505556877752061
Order Value: €2,800

Issue Description:

The issue concerns the shipment of a luxury watch that I, as the seller, sent to the buyer Twice through Vinted. The item was shipped 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 the Vinted 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. Additionally, I can provide a similar bag for comparison to demonstrate that the bag in question was, in fact, sufficiently robust for the transport of the watch.

Actions Taken:

Complaint to the Portuguese Directorate-General for Consumers: Filed a formal complaint.
Complaint to the Ombudsman: A formal complaint lodged with the Provedor de Justiça.
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.
Despite these efforts, Vinted has responded with automatic messages falsely stating that the issue has been resolved. This approach is clearly unacceptable and demonstrates a disregard for consumer rights.

Request for Immediate Action:

Given the severity of the situation, involving a high-value luxury item and clear indications of mishandling or theft, I urgently request your intervention to:

Facilitate the immediate reimbursement of €2,800 for the missing item.
Conduct a thorough investigation into Vinted's handling of this case.
Ensure that Vinted provides a satisfactory resolution.
Enforce appropriate measures to address the neglect and inadequate responses from Vinted.
I want to emphasize that I am prepared to escalate this issue further, including pursuing legal action both in Portugal and internationally if necessary. The lack of resolution and the dismissive responses from Vinted demonstrate a blatant disregard for my consumer rights.

I look forward to your prompt and effective intervention in this matter. Attached are all relevant documents, including proof of packaging, correspondence with Vinted, and photographs of the damaged packaging.

Thank you for your immediate attention to this urgent matter.

Kind regards,

Carlos Filipe Morais Guedes