Help with Temu large item return

born_again

blcnfr24 said:

Doesn't look like I am going to get much help from Temu. They gave me generic messages like from a script.
What would my course of action be if I can't get anywhere? I'm thinking...
1. Dispute transaction with bank on debit card and tell Temu seller and Temu
2. Letter before action to seller
3. Money claim online

Where do I stand with this? Can't believe this is even happening over a £150 fridge freezer from a huge site like Temu.

What does the debit description show as on your statement?

blcnfr24

born_again said:

What does the debit description show as on your statement?

Temu London GB at bank.
On the Temu site, the third party seller is listed as that Manchester furniture seller.  

the_lunatic_is_in_my_head

@born_again At what point does the bank require the customer to return goods? (I might have asked you this before but have forgotten, apologies ) 

On eBay they say if your buyer does a chargeback they'll try to get the goods returned by don't guarantee it and I'm sure I've read threads where buyers have been refunded via a SNAD chargeback but the seller hasn't got their item back. 

Is there any consideration for things that can't be posted, e.g fridges contain gases which most couriers might not accept?

If OP does a chargeback I'd gather Temu either won't defend it or they'll have an automated process which pushes it to the marketplace seller to provide some kind of evidence to dispute (which the seller may also not do).

Looking at the company they were £60k in the red a year ago (latest accounts due soon), directors have changed a few times and current director seems to have 3 LTDs.

I'm not sue OP is going to get far with legal action (i.e when they win they still have to get the money) which kind of leaves the chargeback as their last option.

blcnfr24

Still nothing from anyone at Temu.  Customer service could well be AI as only repeats basic info without proper understanding and seller has now ignored all messages and I sent loads.  Many more buyers leaving bad reviews saying seller never answers.  It's like old wild west days of early eBay on there.  
So chargeback is going to have to be what I do next, right?

born_again

Ideally the item should be sent back before starting process, via a method that gives proof of delivery . Unless retailer is saying that you can not return. Often take not replying to emails, after a week as a refusal to take return.

Not seen any chargebacks against Temu. So no idea if they will respond in the same way as ebay or paypal.  

blcnfr24

born_again said:

Ideally the item should be sent back before starting process, via a method that gives proof of delivery . Unless retailer is saying that you can not return. Often take not replying to emails, after a week as a refusal to take return.

Not seen any chargebacks against Temu. So no idea if they will respond in the same way as ebay or paypal.  

But how can they leave me with severely damaged goods and no recourse. Then to send a deliberately fake returns label when so much money is at stake here?
I hate how stuff like this always happens to me but won't let them take all this money from me!

Alderbank

Can you tell us more about this deliberately fake returns label please?

blcnfr24

It's a barcode with scribbles on it like when you write over an image using your finger in a phone.

Alderbank

So to recap:

You needed a new fridge.

1. As a result of seeing an ad on Google you bought a voucher on Temu and used the voucher to buy a fridge from Kabinet, a retailer in Manchester. You bought via the marketplace website Temu, paying with debit card.
2. The fridge arrived heavily dented. You want to return it for a full refund.
3. You have tried to get your refund from Temu but have not had much success.

It that correct?
If so I think we would all agree that you are entitled to a full refund under Chapter 2 (20) of the Consumer Rights Act 2015.

Forgive me if I have missed it, but have you told the seller Kabinet Ltd (not Temu) that you want a refund because the fridge is faulty?

If you have, what did they say?

If you haven't, asking them for your consumer rights should be your next step.

Note that if you bought with a voucher, any payment made with the voucher will not be refunded in cash but will be as another voucher.

born_again

blcnfr24 said:

born_again said:

Ideally the item should be sent back before starting process, via a method that gives proof of delivery . Unless retailer is saying that you can not return. Often take not replying to emails, after a week as a refusal to take return.

Not seen any chargebacks against Temu. So no idea if they will respond in the same way as ebay or paypal.  

But how can they leave me with severely damaged goods and no recourse. Then to send a deliberately fake returns label when so much money is at stake here?
I hate how stuff like this always happens to me but won't let them take all this money from me!

Because this is how chargebacks work. They are over & above your consumer rights. Not to many years ago before Visa & Mastercard really came into the market, under Maestro you would have had no recourse via chargebacks. 


How much did you pay (in cash, given you used a voucher) for the fridge & who is the  debit on your statement too?