Complaint: Refund policy amendments

on 28 October 2020 about Wish in category Retail Company

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My complaint:

I put an order in back in April for multiple things. One particular item, that I was very excited about never came. Long story short, I never received most the items in that order. Originally it was supposed to be here in May. I messaged customer support and got a partial refund for the shipping. I was told at that time I could not get a full refund and needed to wait longer. A few weeks pass and I still did not receive the order. So I go to my order history and hit the little × button to inform customer service I still had not gotten my package. I kept getting Your order is on the way and estimated to arrive on Oct 17, 2020

Our packages take a little longer due to processing time overseas, which allows us to keep prices low on Wish. You can track the progress of your order here.

So I decided to be patient, and give wish the chance to get my order to me. I’ve been impatient in the past and requested a refund, then recieved my order felt bad about it. So, fast forward a week or so I go back into my order history and hit the same ×. I get the same message. I go to contact customer support and get a message asking me to please wait longer, that the Corona virus had impacted the wish co.  and that all orders were delayed longer (that was in June). Two more weeks pass, and I get into my account to contact support the button is gone! I look at the bottom of the order in my page and it showed to be resolved! 


This item was refunded

We have resolved your issue. It may take up to 14 business days to be reflected on your banking or credit card statement.

So I thought that meant I had been refunded! After looking at my account, I saw that wasn’t the case (Aug) . After figuring out how to get in contact with someone because the customer service button was gone and trying to explain the situation, and how everything played out. I told them that I had been more than patient. I explained that after months, I still had not recieved anything and had only gotten my shipping refunded. They responded by trying to explain how to request a refund through my account. After I tell them that I can’t the button is gone. I basically get an automated response saying the window for refund has expired and there is nothing they will do (Sept). This order shows that it never even left China! I’d understand if it showed it had made it to the US, or showed that it had gone any where… but it never even got shipped!!! I understand that this year has been hard and trying for everyone and your customer support should as well! I even tried to talk to them about getting credit for my order so I can order it from another retailer, and that wasn’t an option either! I can’t tell you how many orders I’ve waited months for… or waited for orders that never showed! Or how many times the product has been awful, hadn’t worked, or the add was deceptive in some way.

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Justified complaint?

Suggested solution:

Just refund the money for the product I never received!

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