ComplaintsforWish.com

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I reviewed my PayPal account and found that four orders from wish had been placed. I never placed the orders and never received any goods yet I was charged almost 500 dollars. I was told by PayPal to co fact wish.com. I have attempted to about ten times. They have no phone number and only offer automated response. Their own app states I have made no orders yet they insisted they were delivered to my door. I have a screen shot of the fraudulent charges and they will not provide me with any tracking information that indicates that these packages were delivered to me.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a coat size XL from Wish. I normally wear a small/medium but because if smaller sizing goes up two sizes to an XL. I received a 3XL. Total of order was $41.80. It was ordered June 11th and received June 27th. I immediately contacted Wish and informed them of the incorrect size. I received a generated message saying someone from customer support would be in touch with me within 1-2 days. On the third day I received a message asking about damage to package. I answered saying that my issue wasnt about a damaged item but I received the wrong size and its way too big and to go and re-read my messages. Never heard anything after and now its been 6 days. I would like a refund or exchange for right size. I feel that this is rediculous!!

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a size 7. The packaging says its a 7 but physical measurements are for a size 4. Contacted customer service and they believe they provided a size 7 even though I provided pictures to show they did not

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/14/24, I purchased a 3 Piece Wrought Iron Wrap-Around House Flag Stand Black 62"L from Wish.com. The flag stand is great and far exceeded my expectations; however, the stake at its base which is used to place the stand in the ground had become detached. I just moved it from one area of my yard to another, and upon attempting to place it back in the ground noticed it was separated. The flag stand was $42.45, and upon inquiring through Wish.com's "Support Assistant", I was informed that it is outside of the 30-day refund window. I understand the policy, but I wanted to have my issue reviewed by a live support agent for further consideration due to its poor quality. I received a response from ******* informing me (again) about the 30-day window for returns and implying that I had contacted Wish.com within the 30-day window (which I did not b/c this wasn't an issue until now) and she said "As we did not hear from you within the allocated timeframe, we are no longer able to offer you a refund," and asked me to follow-up promptly next time.She closed my ticket. I re-opened it and politely asked again that this case be reviewed. This time, I also asked if Wish could supply additional Warranty info from the manufacturer due to its defect, and how situations like this are handled outside of the 30-day window. I received a response from *******, which was an exact carbon copy of what ******* sent to me. I've gotten nowhere.Third attempt - asked for supervisor to review and offer additional support. I received a response from ****** that "due to some system limitations, we are provided information at two times. Kindly come after some time." I have NO idea what this means, but again my issue is not resolved. I just want to know who else I can contact regarding this. I can't use this product anymore. I'm out the $42.45 I paid for it and am just looking for some form of solution, please. Please, no system generated generic responses this time.

  Business response

  05/02/2024

  Hello,
  
  We recognize your concern regarding the problems you encountered with your house flag stand. We understand the frustration and unpleasant experience he has had.
  
  Upon checking we can see the item was delivery on Feb 19, 2024 and you have reported as regarding this concern on Apr 28, 2024.
  
  As you may know, customers can request a refund for an order within 30 days of the item being delivered. Or if the item did not arrive, within 30 days of the estimated delivery date. While you may have initially contacted us within this timeframe, we request additional information from you to investigate your request.
  
  As we did not hear from you within the allotted time frame, we can no longer offer you a refund.
  
  For future orders, please be sure to follow up timely so we can provide the best resolution. We appreciate your understanding and hope you give us the opportunity to provide you with a better experience with your next order.
  
  We hope this helps.

  Customer response

  05/03/2024

   
  Complaint: 21647552
  
  I am rejecting this response because:

  The response by WISH Customer Support is unsatisfactory.   I do not feel as though they're researching my inquiry or providing me with satisfactory information for the questions I've asked in my several attempts at reaching out to them via their communication channel at WISH.com.  I've attached three screenshots of prior communication with WISH Customer Support.  The responses in the first two screenshots are verbatim as the response to my BBB complaint, so yes - I am rejecting this response, as it tells me that my BBB complaint is not being taken seriously.  I have never had such a hard time trying to get questions answered.  And it leads me to believe that their **************** lacks the integrity, skills and general knowledgebase to be able to address questions and concerns from customers.  I've paid the money for something that is no longer functioning as it should.  I know I am outside of the 30 window for returns, refunds and exchanges (I mean, I'm reminded of that in every response from WISH.com Customer Support), so please just review my questions and answer them.
  
  Sincerely,
  
  *****************************

  Business response

  05/06/2024

  Hello *****,
  
  Thanks for your patience. We would love the chance to change your experience and give you the support you deserve.
  
  We've initiated the refund process for the flag stand which is damaged. Please allow up to 10 business days for your refund to be processed back to the original payment method.
  
  We hope this helps.
  
  Regards,
  Wish Customer Support.

  Customer response

  05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; however, my questions still remain unanswered from Wish Customer Support.  There is absolutely NO transparency provided to their customers regarding merchandise that is found to be defective after their (Wish.com) 30-day window for refunds and/or exchanges (policy).  After 3 different communications via their *********** platform, the question was never answered.  Also, after 3 attempts via this BBB complaint, the question still remains unanswered.  I also inquired about manufacturer contact information so as to reach out to the manufacturer directly, but that question was disregarded multiple times too.

  It's bad business on their part to continuously bypass, overlook or pretend questions regarding damaged products are imaginary, especially through a BBB complaint, and pass them off as being past their 30-day window for refunds.  Especially when that's not even what I was seeking in the first place.  In order for them to provide transparency to their customers, I feel it's necessary to have a documented process regarding damaged and/or defective products either at their expense or at the expense of the manufacturer.
  

  *****

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had several orders but I had an order I believe it was between $300 and $320 well due to the Alameda wild fire that burned everything I owned to ashes so I had this order sent to a store but I couldn't get back into my ****** account to find out where the store was that it was being sent to and I'm sure the store has sent it back but now all wish has to do is look on their computer and they can see that I was never able to pick the order up and that it was sent back and that they never refunded me for that order. Because I've tried everything to be able to contact someone with wish and the way they have their web site set up you can't say what your problem is because they got what they want you to say not what you need to say. I'll never ever buy another thing from them and neither will anyone I know. Please help me and the orders were in 2020 and like I've said I've tried every way possible and it's because of the Alameda wild fire that's taken me so long to contact the BBB not just the mental part of it. I'm still living in The Alameda wild fire survivors housing and I have very little access to anything thank you BBB

  Business response

  04/29/2024

  Hello,
  
  Thanks for letting us know. We recognize your concern. Don't worry about this. We want to resolve this immediately. 
  
  To assist you further, we will need more information. If you could clarify or give more details about your order, that would be greatly appreciated.
  
  So we can best assist you, please be sure to provide the following information:
  
  - Order ID (it starts with a 5, and you can find this on your order confirmation email)
  -  Email address linked to your Wish account
  - Exact name(s) of item(s)
  
  As soon as we receive more information from you, we will do our best to resolve this issue immediately.
  
  Thank you for being patient, and we hope to hear from you soon!
  
  
  Best regards. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased some items on wish which ended up being counterfeit fakes . They refunded some of my order but when I tried to open a dispute about an order that. Was more than 30 days they now suspended my account and told me to upload ID if I want to talk to customers service which I did and still will not unsuspend my account. I just want my money back or to be able to send the fake item back to them . The person who sold item was clever and hid the fake items in the middle of the bundle so it took a while for me to realize . They also removed their seller account because they know it's fraud and scam . I just want to be able to speak to customer service so that I can return these items but they don't want to take responsibility and instead making as difficult as possible for me to talk to someone which I will not quit until I get to return these fake items I lost money and got banned for selling without knowing .

  Business response

  04/27/2024

  Hello,
  
  Our primary goal is to provide our customers with the best service possible. Occasionally, it becomes necessary for us to ensure that all users on our platform are not unfairly taking advantage of our generous refund and return policies. The misuse of these policies by certain shoppers has a negative impact on the entire platform, including the experience of other shoppers. To identify accounts with excessive refund activity, our system thoroughly examines account activity, as well as activity across multiple connected accounts. If we determine that an account consistently exhibits excessive returns and refunds, it may be in violation of our Return Policy and may be prevented from receiving future refunds. We kindly request you to submit your ID proof for verification purposes.
  
  We appreciate your cooperation and understanding in this matter.
  
  Thank you in advance.
  
  Best regards

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I never received this item. And been trying to get my money back. It was delivered to a town 4 hrs away. And I talked to ***** and 5he package was 12 lb in little boxes. And also to a different person's name. Your support message wants me to unblock my checking account. My lawyer me not to. Due to law if I do unblock. Then I can't block wish for this article.. I have emailed wish support. No answer. I ordered this item for a returning Veteran that lost 1 leg. Probably fulfill and give back to a veteran in need.8 items I've ordered and never received any items. I'm just trying to get the money back and find a reputable company to bring a little happiness to his life.My lawyer is drawing up paperwork for me to sign.

  Business response

  04/16/2024

  Hello ******,
  
  Thank you for providing us with this information. In order to locate the order you have referenced, we will need more information. If you could clarify or provide more details about your order, that would be greatly appreciated.
  
  So we can best assist you, please be sure to provide the following information:
  
  Order ID (it starts with a 5 and you can find this on your order confirmation email)
  Another email address that you could have used to sign up for Wish
  Exact name(s) of item(s)
  
  Thank you for being patient and we hope to hear from you soon!
  
  Best,
  Wish Customer Support

  Customer response

  05/23/2024

   
  Complaint: 21575679
  
  I am rejecting this response because: 

  This is my son's. He is 12 years old. I had him for a few months and he helped me with different projects right now I've had multiple surgeries and I'm not able to type that wellI had him for a few months and he helped me with different projects right now I've had multiple surgeries and I'm not able to type that well. The debit card was in my name and I was the only one who had access to the car that's the only thing I put in and he would do the work just he wanted to help a veteran that came back from overseas that was injured and one of those seven times eight types that nothing ever got to live in I called ***** and well they tell me the name of who it was going to and where it was and it was no way near where I am it was a greenhouse which I bought one right after for the past and it weighs 79 pounds and it's still a little more and it's about what it should be well please weighed 1 lb so many ounces something in ********* by a car talk to customer support and they said well give it 2 weeks and they send me a picture of delivery two little boxes had a metal fence key which that's not here and back and forth then they want photo IDs in a can't talk to customer service so I just put one just recently in my name and I just wanted to ask him a question well when I did that they locked me out and they want my ID driver's license and everything and not know until after when they said that we're not paying it's been delivered my account debit account which is mine in my name got hacked but I hope this making sense you know it and I've got a lot of paperwork like I said I just opened a wish account just ask him how to rectify this problem gave him the number and everything and they said will contact you and one or two days well I went there one day after and they want all my information ID they can't talk to customer support they won't answer a question I have mailed I with regular mail I have emailed them I've got copies of everything and nothing 

  The other email is *********************;

  Email is ************************ 

  65b51aa9d7f576325de0cfc8 is the order# 

  Sincerely,
  
  *************************

• Initial Complaint

  04/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After I had placed and received 4 successful orders over a period of 6 months, Wish.com on 04/04/2024 began demanding that I upload a copy of a government photo ID before I could order again. I suspected identity theft. It is not normal for an online retailer to demand a government ID from customers. I identify myself to my bank and to Paypal, but I do not have to show a government ID to every retailer. It would be very foolish to upload a driver's licence or passport to *****. Wish modified their demand to say they needed the government ID, but with only the photo and name showing. This is still unacceptable -- anyone could create a fake identity with my driver's licence or passport name & photo by using these along with the information the company already has about me. I attempted to report Wish.com to the ************************ in the **, but the *** website says if the fraud has not yet occurred the best action is to change all passwords, which I have done. I have unsubscribed to Wish.com ***************

  Business response

  04/10/2024

  Hello,
  
  We strive to provide our customers with the best possible service. Every so often, we need to ensure that all consumers on the platform are not unfairly benefiting from our generous refund and return policies. Shoppers who abuse these policies negatively impact the entire platform, including the experience of other shoppers. To determine that an account has had excessive refunds, our system analyzes account activity, as well as activity across multiple accounts that *** be connected. If we find that an account continues to have excessive returns and refunds, it *** violate our Return Policy and *** be blocked from future refunds. We request you to submit the ** proof.

  We appreciate your cooperation and understanding in this matter.
  
  Thank you in advance.
  
  Best regards

  Customer response

  04/11/2024

   
  Complaint: 21541744
  
  I am rejecting this response because:

  The response to my complaint from Wish.com is unrelated to the complaint. The problem I presented to BBB was as follows: in order to place an ordinary order, Wish.com demanded that I upload a government photo ID. For all my previous orders with Wish.com, I paid in full using Paypal. Paypal has identified me appropriately through my bank account that is linked to Paypal. There is no need for an online retailer that is located outside my country to have an electronic copy of my government ID with my photo. After I reported this problem to BBB, Wish.com responded with a statement describing their refund policy with the intent to imply that I have requested and/or received "excessive refunds." I have not. I did in fact receive a refund from Wish.com after the wrong size merchandise was sent to me. This was entirely appropriate and in accordance with Wish.com's refund policy. I was in fact sent merchandise that was the incorrect size. When I  used the customer service section of the ********************** website to inform them that the incorrect size was sent, the website directed me to upload photos of the incorrectly sized merchandise and I did so. The website then informed me that I would be refunded for the merchandise. No "excessive refund" was requested or received.

      I still would like to continue to order from Wish.com. I do not provide my government photo ID to any other online retailer. I frequently order from Amazon.com, Walmart.com, HomeDepot.com, Lowes.com, and other online shopping sites both inside and outside of my country. None of these online retailers require me to upload a government photo ID as a condition of doing business. 
  
  Sincerely,
  
  *********************

  Business response

  04/13/2024

  Hello,
  

  Our goal is to offer top-notch service to our customers. Periodically, we must verify that all users are not taking advantage of our refund and return policies. Misuse of these policies can harm the platform and affect other shoppers' experiences. Our system monitors account activity to identify excessive refunds, and if necessary, accounts may be blocked from future refunds. Kindly provide ID proof if requested.

  Thank you for your cooperation and understanding regarding this issue.

  Best regards.

  Customer response

  04/15/2024

   
  Complaint: 21541744
  
  I am rejecting this response because:

  If Wish.com (or any online seller) requires that I either send them an electronic copy of my government photo ID or discontinue being their paying customer, I will simply discontinue being their paying customer. I do not wish to have my identity stolen. Wish.com does not respect the normal and usual rules of doing business. Rather, Wish.com endangers customers by requiring them to carelessly give away their most sensitive private information, such as their government photo ID. 

  
  Sincerely,
  
  *********************

  Business response

  04/27/2024

  Hello,

  Our primary goal is to provide our customers with the best service possible. Occasionally, it becomes necessary for us to ensure that all users on our platform are not unfairly taking advantage of our generous refund and return policies. The misuse of these policies by certain shoppers has a negative impact on the entire platform, including the experience of other shoppers. To identify accounts with excessive refund activity, our system thoroughly examines account activity, as well as activity across multiple connected accounts. If we determine that an account consistently exhibits excessive returns and refunds, it may be in violation of our Return Policy and may be prevented from receiving future refunds. We kindly request you to submit your ID proof for verification purposes.

  We appreciate your cooperation and understanding in this matter.
  
  Thank you in advance.
  
  Best regards

  Customer response

  04/28/2024

   
  Complaint: 21541744
  
  I am rejecting this response because:

  Wish.com continues with their inappropriate and nefarious attempt to obtain an electronic copy of my United States passport or United States driver's licence. All customers should cease doing business with Wish.com at the risk of having their identity stolen. Without evidence and showing no documentation whatsoever, Wish.com accuses me of abusing their refund policy. There has been no such abuse on my part of any Wish.com policy or rule. I have simply ordered merchandise from the Wish.com website and paid in full at the time of order. I requested and received one refund when the wrong item was shipped to me, and this refund was requested and received in accordance with the procedure Wish.com has in place to remedy such a problem. Wish.com may believe that I will eventually upload to them a copy of my government-sponsored ID, and ********************** may also believe that their pressure and false accusation will result in my behaving as they wish me to behave. I am under no obligation to provide them with my government ID and it is inappropriate and possibly illegal for Wish.com to ask me for it. 
  
  Sincerely,
  
  *********************

  Business response

  04/29/2024

  Hello,
  

  We aim to provide excellent service to our customers. Regularly, we need to ensure that all users are not abusing our refund and return policies. Abuse of these policies can negatively impact the platform and the shopping experience of other customers. Our system keeps track of account activity to detect any excessive refunds, and in some cases, accounts may be restricted from future refunds. Please be prepared to provide identification proof if asked.

  Your cooperation and understanding in this matter are greatly appreciated.

  Thank you in advance.

  Best regards

  
  

  Customer response

  05/02/2024

   
  Complaint: 21541744
  
  I am rejecting this response because:

  In order to place a order for several simple fashion jewelry items from Wish.com, the company requires me to upload a copy of my photo ID. There is no other online retailer who has such a requirement. Please understand that I am not attempting to order any controlled substance or prescription drug. I am not attempting to order any item that requires me to have a license or permit to own or possess it. I have previously placed several orders from Wish.com before they began imposing this requirement. I have always paid in full, and have never violated any of Wish.com's policies or rules. I believe Wish.com knows that the customer base for fashion jewelry includes many young people who are not aware of their rights. These young people might immediately and willingly upload a government ID document to ********************** without thinking of the dangers of doing so. These facts taken together would lead a logical person to conclude that Wish.com is attempting to steal the identities of trusting customers. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on wish.com on 02/21/2024 and the order id was : ************************. Now 1 item was missing so they refunded me for that one item for $10.45 on 03/12/2024.I asked the support executive to generate a return label for 2 more item but he exited the chat and after that all of a sudden all the records regarding my order was deleted. I could not see my order details and in one of the email I was able to find the order id so tried to take to support team if they can get me return label they are just exiting chat without helping and deleting chat history. I have attached the card statement and one email I have from wish for the missing item. But they are not helping me generate a return label

  Business response

  03/25/2024

  Hi ********,
  
  We would love the chance to change your experience and to ensure that you receive the support that you deserve

  Upon review, the refund for the silver and black back cases was processed on March 22, 2024. Kindly allow up to 10 business days for the refund to be credited back to your original payment method.
  
  To access your account and check the details of these items, you are required to log out and log back in using ********* Click on the ******** button on the login screen and enter your ******** account login credentials. Once you have logged in, you can access your order history.
  
  Regards,
  Wish customer support

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi there I recently opened a complaint against wish.com. They have been holding my funds and refuse to pay it out. They advised me to provide extra personal information. I have provided the information and have not heard back from them.

  Business response

  03/24/2024

  Hi ******,
  
  As mentioned in our previous correspondences, we have contacted the Wish merchant support team on your behalf, and they have confirmed us that they have reached you over email to resolve this matter. Your patience while we work towards a resolution on this issue is highly appreciated. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩