I have had to stop using Vinted after a terrible customer experience where Vinted charged me for two items that weren't delivered despite me flagging it early in the app. My experience has been surprisingly poor and made it very clear that Vinted has no intention of treating their customers appropriately, resolving issues or providing customers with any route for complaints. The sign of a good company is one that is not just helping customers buy, but also helps them when things go wrong - Vinted failed at every point. I used to love Vinted and have shopped with them for years. However, a business' true colours are often shown when something goes wrong, as was the case with Vinted. Two items I ordered for my 3 month year old daughter didn't arrive. For one item Vinted told me it had been delivered at our house,which it hadn't; for the other item it was supposedly delivered to a neighbour but we checked with them and it hadn't been delivered there either. I went on the app and reported it and expected Vinted to resolve the issue with the courier. However, that didn't happen. From then on I had a very poor experience as Vinted's customer journey for flagging these issues is incredibly underdeveloped and clearly doesn't put the customer first. I can sum up the whole ordeal in three key problems: #1 Complicated process: As part of the process they required me to print a very detailed word document 'testifying that I was telling the truth' about the parcel being missing and fill it in with information that I as a buyer didn't have (such as the details of the courier and parcel number). I had to chase them for the information, and they gave me some but not all. They also did not accept me sending the information in an email. I have never had to do anything like this with any other shop, other companies (from Amazon to John Lewis) deal with the couriers as they have all the information; #2 Poor communication: It was generally very difficult to track the missing parcels. Whilst you can log a missed parcel in the app, the subsequent conversations with Vinted doesn't follow a clear path that allows me as a customer to clearly track what's happening and deal with their various complex requests. For example, in their communication with me they swapped between the app and email making it very hard to track the issue and know when they had responded which meant I missed a message from them after we had been emailing for a while and all of a sudden they reverted to the app. They also gave themselves several weeks to reply, but me as customer very short deadlines to respond (24 hours in one instance which is near impossible when you are dealing with a newborn at the same time). The whole process took me a long time, wasted time that I could've spent on other things if their journey was designed in a simpler way in the app allowing for easy tracking of missing parcels. #3: No way to escalate or complain: When they ultimately weren't resolving the issue, and argued that I had missed their deadlines for response (as flagged above, very short!), they ended up charged me for the two parcels. It wasn't a lot of money but as a principle I didn't think this was fair treatment and I asked to speak to a manager or file a complaint. However, they said this was not possible as they didn't have a complaints procedure or any ability to raise an issue up the chain to a manager. It was a real bizarre 'computer says no' moment from a company that is supposed to be a leading tech platform. Here is the email: "I regret that you had this experience.I am sorry about that but we have a process that we should follow in such situations. On my behalf, if I had the opportunity to help you deal with this situation in a different way, I would never have hesitated to do so, but unfortunately, since the transaction was completed there is not much that I can do now". Ultimately I am a huge supporter of Vinted's ambition of making second hand clothes shopping more easily accessible. I was also a happy customer when packages were delivered. However, you can't just help your customers buy and sell - if you want to be a leading shopping platform you have to be better at dealing with issues when they go wrong. Their values are supposed to be 'we aim high, we take ownership, we co-create, we care and we grow". In order to grow sustainably and retain customers I really hope they spend some more time 'caring' for customers and 'aiming higher' developing their customer resolution journey for resolving issues when something goes wrong.