Help with Temu large item return

blcnfr24

Can someone kindly help please?

I never used Temu before. Avoided it.

I desperately needed a fridge and have little money. 

I found a good quality looking Chinese brand fridge on Temu for a good price through Google. Was excited and looking forward to buying frozen and chilled food again. Temu offered me a voucher and I got a very good deal...

Delivery was huge hassle.

It came broken and heavily dented.

Took ages to get the seller to respond. Seller emailed a return label with no info on it (like a DPD label but without info) and said take it to the post office. You can’t do that. Even if you could, I could never take it there. 

I want to return it and get my money back.

I can’t return in original packaging because I had to cut it open a lot.

I had to buy a special tool so I can take it down the stairs.

I'll have to buy loads of packing material to repack it.

I really need my £150 back so I can buy another one.

It's hard and expensive to live without a fridge for so long.

Does anyone know how you deal with sellers of large items on Temu?

Should I open a card dispute?  Will that end all communication with the seller and make me wait even longer?

Feel like seller is stalling on purpose.  Wish I never used the site now.  Didn't expect all this hassle.

DullGreyGuy

To open a card dispute you will have needed to have returned the goods to the vendor. 

Temu state you should be able to download the label from their website so go back to them and raise the technical issue that the label isnt coming out correctly. 

Ergates

blcnfr24 said:

Does anyone know how you deal with sellers of large items on Temu?

The short and unfortunate answer is that you will struggle.

As the seller is in China, any consumer rights you have will, in any, be those given by Chinese law.  Even if, on paper, these provided some protections, it would be effectively impossible to enforce anything.

You're very unlikely to get a refund from them.

The complication with going to your card provider is that the goods were supplied.

Mark_d

Sounds like a bit of a nightmare.  Even if the seller does arrange collection - and I'd be impressed if they do - I guess you'd still be responsible for packaging it up.

This is the reason I tend to buy large items from reputable local stores such as John Lewis.

DullGreyGuy

Mark_d said:

Sounds like a bit of a nightmare.  Even if the seller does arrange collection - and I'd be impressed if they do - I guess you'd still be responsible for packaging it up.

This is the reason I tend to buy large items from reputable local stores such as John Lewis.

Is it the seller or Temu that organise collection? Looking at the site you are supposed to be able to get the return label via them but that isnt to say commercially the vendor ends up paying. 

On the basis I had to go to court over the faulty freezer from JL I am not sure I'd include them in the definition of reputable local stores but I would certainly be buying within the UK

Clive_Woody

Ergates said:

blcnfr24 said:

Does anyone know how you deal with sellers of large items on Temu?

The short and unfortunate answer is that you will struggle.

As the seller is in China, any consumer rights you have will, in any, be those given by Chinese law.  Even if, on paper, these provided some protections, it would be effectively impossible to enforce anything.

You're very unlikely to get a refund from them.

The complication with going to your card provider is that the goods were supplied.

The goods were delivered damaged so the contract was certainly not fulfilled.

I would contact the seller and ask for a reasonable resolution within 14 days or you will escalate to your card issuer (was this a credit or debit card)?

The seller needs to arrange a collection with a courier who can bring suitable packaging material...or offer a full refund. As you state, being told to take a fridge to the post office with a return label is unlikely to be well received...although I'd love to be stood behind you in the queue as you tried to pass it through the hatch (sorry).

blcnfr24

Thank you so far.

I was struggling for over a week with no fridge or freezer and couldn't find one that was right.
When I saw the Temu Google ad, I thought Temu is OK now as it said "local warehouse".  

How does this site get away with this and be so popular?

I won't let me them keep my £150 and leave me with this broken junk.

Clive_Woody

Try your local facebook groups as often people get rid of old fridges when they have kitchens done so you might get one there that would do

Alderbank

Ergates said:

blcnfr24 said:

Does anyone know how you deal with sellers of large items on Temu?

The short and unfortunate answer is that you will struggle.

As the seller is in China, any consumer rights you have will, in any, be those given by Chinese law.  Even if, on paper, these provided some protections, it would be effectively impossible to enforce anything.

You're very unlikely to get a refund from them.

The complication with going to your card provider is that the goods were supplied.

Are you certain about that?

Temu is a marketplace like Amazon, eBay, B&Q, etc.
They facilitate sales of goods from all over the world to customers who are also anywhere in the world. However as far as I can see on their site, all the fridge freezers offered to UK buyers are 'Comfee' branded models sold by a company in the north of England:

KABINET LIMITED
22-26 Kay Street
Manchester
Greater Manchester
M11 2DU
United Kingdom

They say delivery within 48 hours which also suggests they are not in China.

blcnfr24, is that the British company you bought it from?

Aylesbury_Duck

blcnfr24 said:

Thank you so far.

I was struggling for over a week with no fridge or freezer and couldn't find one that was right.
When I saw the Temu Google ad, I thought Temu is OK now as it said "local warehouse".  

How does this site get away with this and be so popular?

I won't let me them keep my £150 and leave me with this broken junk.

Simple.  Price.

Mark_d

DullGreyGuy said:

Mark_d said:

Sounds like a bit of a nightmare.  Even if the seller does arrange collection - and I'd be impressed if they do - I guess you'd still be responsible for packaging it up.

This is the reason I tend to buy large items from reputable local stores such as John Lewis.

Is it the seller or Temu that organise collection? Looking at the site you are supposed to be able to get the return label via them but that isnt to say commercially the vendor ends up paying. 

On the basis I had to go to court over the faulty freezer from JL I am not sure I'd include them in the definition of reputable local stores but I would certainly be buying within the UK

I've never used Temu.  I know that Amazon can be very helpful if you have issues with an Amazon seller but I doubt that level of service is commonplace.

I've had a problem with a washer dryer from JL but we managed to agree a resolution in store without much difficulty.  JL have also replaced/refunded me for smartwatch and a small suitcase when these things developed significant issues 2+ years after I bought them.

Going to court is never a nice option but at least you have that route dealing with a UK retailer.  Things get much more complex when dealing with a company overseas.