Even 1 star is too much!!! Absolutely outrageous service — 3 hours wasted, then she disappeared.I spent over 3 hours in the Timu customer service chat today trying to solve a very simple issue.I placed ONE order, which Timu decided to split into THREE separate packages. Now I want to return some items, but the website only allows one free return and only shows two of the three packages — so I cannot combine everything into a single return. That means I’d have to pay out of pocket to ship part of my return back to China, which can cost €80+. I refuse to do that.I explained the situation calmly, clearly, and repeatedly. I even sent screenshots and detailed messages (written with help from ChatGPT to avoid confusion). I broke it down into small parts to make it easier for the agent to understand. But she didn’t answer a single one of my questions. Not one.All she did in 3 hours was refund me for one broken cat fountain. That’s it.Then, after 3 hours of chat, and without warning, she suddenly asked, “Are you still there?”Yes, I was — I had just gone to the bathroom for 3 minutes. When I came back, she was gone. No goodbye. No warning. No solution.And I’m left with a large return I can’t process and a situation she never resolved. I feel like I’m living in a twilight zone. It’s surreal. How can you be in customer service and just vanish after 3 hours of ignoring someone?This is not customer service. This is a broken, robotic, scripted system that wastes your time and leaves you worse off than when you started.Timu: you wasted my entire Sunday evening.This experience was outrageous.And, she ignored ALL my very clear structured messages......and offered in those 3 hours not 1 solution. So now I'm stuck. I need to return it, the website doesn't allow it and I'm not paying for the items I want to return and certainly not paying for any shipping cost of the return package. ------------Update in response to Timu’s reply:You asked for additional information, and I’ve filled in what I can — but please note: your system only allows one order number, while this issue involves three separate packages from a single order.The core issue remains unresolved:I spent over three hours in chat with your customer service explaining this problem in detail — that your website only allows one free return and doesn’t let me combine items from all three packages. I cannot return everything without paying high shipping costs, and I was offered no solution.Yes, I was refunded for a broken cat fountain — but that wasn’t the main issue. The refund was delayed because your team kept asking multiple times how I wanted to receive it, even though I clearly said twice: via the original payment method.After all that, I was told the “problem was solved” — because I don’t need to return the broken item. But the actual problem — the return of multiple packages — was never addressed. I’m still stuck.I honestly wonder if your support staff even read the structured messages I sent — because I repeated myself clearly and calmly for hours. And still: no answers. Just delays, copy-paste replies, and more confusion.You wasted my Sunday evening, and now you’re wasting my time again. Please escalate this to someone who can offer an actual solution. I have a surgery this week and cannot keep repeating myself endlessly.----------Update for TEMU to your reply: Update:Thanks for your reply, but I’ve already explained my situation multiple times and never received real support. This message is clearly automated and doesn't acknowledge the actual issue. If you truly care about customer satisfaction, read what I wrote and respond accordingly.-------------------Review:Today is June 2nd. I went back into the Temu chatroom again to try and resolve an issue with a simple return.Once again, they ignored everything I said, repeated prefab answers, and told me to “wait 24 hours” for the higher department to respond. I told them, repeatedly, that I am having back surgery in 24 hours, and will not be able to contact them, coz I'm in the OR and return the package afterward because I won’t be able to walk.She kept ignoring thisI explained it calmly, then clearly, then urgently. They just kept saying, “we understand, but you have to wait.” Wait for what? For your mistake to become my burden?I offered to donate the pillow I can’t return. I uploaded screenshots. I solved most of it myself, without their help. And still, no resolution—only robotic replies and zero accountability.Temu, your customer service is a disaster. It doesn’t listen. It doesn’t act. It doesn’t care.And Giovanna R. is by far the most unhelpful, inattentive customer agent I’ve dealt with. But so are the others I had to deal with. Yesterday and today.Case closed.I’m sending the returns tomorrow, without their so-called help.
