Fruugo Order Stuck at Customs and I Can’t Get Any Support or Refund

I placed an order through Fruugo from a Chinese retailer listed as "xiaolon,g electronics commerce (Shenzhen)." Unfortunately, the item never arrived. After weeks of waiting, I discovered it had been held up at customs in China. What's worse is that neither the seller nor Fruugo is doing anything to help resolve the issue.

I’ve tried reaching out to Fruugo’s customer service multiple times, but the responses are extremely delayed—if they respond at all. When they do get back to me, the answers are vague, unhelpful, and offer no clear resolution. I paid for a product that I haven’t received, and I feel completely ignored and cheated.

How can Fruugo continue working with sellers that clearly can’t fulfill international orders properly? Where is the accountability for failed deliveries? I demand a full refund for the product I never received and expect Fruugo to take some responsibility for the sellers it hosts on its platform. I would not recommend ordering from this site if you expect support or timely service.