Catawiki frustration

pjdarcy · 10-11-2025 12:53PM #1

With a milestone birthday approaching, I decided it was a great excuse to buy a JLC grail watch. I found an auction on catawiki and successfully won the bidding process. I immediately transferred the money to catawiki and the seller posted the watch from the Netherlands via DHL the next day.

The DHL tracker said that the item was collected by the courier and then nothing. That was over two weeks ago and the tracker hasn't been updated since.

DHL refuse to deal with me as they say that they'll only deal with the shipper. Upon messaging the seller, he said that he can't do anything and that I need to contact catawiki. Catawiki's customer support seems to be basically non existent. I have sent them two separate messages and also filed a claim to ensure that the money is not transferred to the seller. Still no response from catawiki other than automated emails.

I'm thousands of euros out of pocket and I've no idea what's happening. So, if you're thinking of buying something from catawiki, my advice would be to look elsewhere.

Lorddrakul · 10-11-2025 01:04PM

https://www.boards.ie/discussion/2058428147/catawiki-frustration

Sorry to hear that, that's an absolute ballache!

What about taking to social media? Does Catawiki have an X or Instagram presence? Might be worth a shot if you get no joy otherwise.

o1s1n · 10-11-2025 01:08PM

That's really awful to hear. I've seen a few things listed there that I've been tempted to bid on.

Did you transfer the money from a credit card? If so, you could try a credit card charge back via your bank.

pjdarcy · 10-11-2025 02:04PM

https://www.boards.ie/discussion/comment/123977158#Comment_123977158

I did a bank transfer unfortunately.

pjdarcy · 10-11-2025 02:09PM

https://www.boards.ie/discussion/comment/123977149#Comment_123977149

I don't have an X account but I've tried Instagram. No response yet, unsurprisingly.

LuckyLloyd · 10-11-2025 05:27PM

How long since you logged the claim with Catawiki support?

Deep Thought · 10-11-2025 06:18PM

surely the seller has a huge responsibility here, why would he be blaming Catiwiki? He has the watch and he shipped it, not the auction site. He is responsible for the goods…

Talk to the bank and tell them you were scammed or defrauded, they maybe able to get it back.

that’s why I love Escrow with C24.

Hopefully it’s sorted quickly.

pjdarcy · 10-11-2025 06:52PM

https://www.boards.ie/discussion/comment/123977843#Comment_123977843

Two days ago but I first messaged catawiki a week ago about the delayed shipment and they have just ignored me.

pjdarcy · 10-11-2025 06:54PM

My thoughts exactly but he seems to think that catawiki are they only people that DHL will deal with. I would have thought he'd be more willing to engage seeing as catawiki won't release the money to him until I receive the watch but no. Strange.

Deep Thought · 10-11-2025 07:00PM

so at least catwalk have some controls in place..

banie01 · 10-11-2025 07:08PM

If the seller uses Catawiki's "smart ship" option, I think that then Catawiki are, technically at least, the shipper.
It may be that the seller used that option, printed the provided label and as such believes that Catawiki are responsible for following up with DHL rather than himself.

Deep Thought · 10-11-2025 08:24PM

https://www.boards.ie/discussion/comment/123978108#Comment_123978108

do catawiki have the watch? Or does seller have the watch?

banie01 · 10-11-2025 08:34PM

The "Smart ship" option means that the sellers shipping fee is bundled into the fee they pay Catawiki.
The label is via a Catawiki corporate account/rate.

The seller prints the label, packs the watch, applies the label and ships the watch.
The watch doesn't go via Catawiki physically but, if shipped via their smart shipping option?
Then as far as DHL are concerned?
The shipper is Catawiki rather than the seller themselves.

pjdarcy · 10-11-2025 08:38PM

https://www.boards.ie/discussion/comment/123978268#Comment_123978268

It appears to be lost in the DHL system because their online tracker hasn't been updated since it was picked up by the DHL courier two weeks ago.

LuckyLloyd · 10-11-2025 10:32PM

I would bet money on you being refunded in full, but their support is slow and it’s obviously quite a distressing experience.

pjdarcy · 10-11-2025 10:36PM

Fingers crossed.

pjdarcy · 12-11-2025 12:59PM

https://www.boards.ie/discussion/comment/123977149#Comment_123977149

Thanks for the Instagram tip, it did the trick. I received an email from their customer support team after sending an Instagram message. They are going to chase DHL for the missing parcel and if the item still can't be located five weeks from the latest shipping update, they will issue a refund. My stress levels have subsided a little (phew).

H_Lime · 12-11-2025 03:13PM

https://www.boards.ie/discussion/comment/123982344#Comment_123982344

A huge improvement over the vague position you were in. Hopefully the package arrives safely.

Lorddrakul · 13-11-2025 12:44AM

Delighted to hear it!

Your persistence had paid off.

Hope you get it sorted.

LuckyLloyd · 13-11-2025 10:19AM

Delighted to hear that—fingers crossed you are fully sorted soon.

pjdarcy · 05-12-2025 10:44AM

I finally got my money back (phew). It was difficult to get in contact with them but once I did, Catawiki support was pretty good in the end. I think I'll be sticking to trusted dealers on Chrono24 from now on though.

LuckyLloyd · 05-12-2025 01:28PM

Great to hear you were refunded and that the platform worked (albeit slowly) for a more expensive item. No doubt a fretful few weeks, so delighted you are sorted.