On Fruugo, the seller isn’t responding and support keeps giving me the runaround — how can I contact support effectively?

If the seller on Fruugo isn’t responding and support keeps giving you the runaround, you can contact them more effectively like this:

• Gather everything in a single thread: order number, dates, screenshots of your chat with the seller, and shipping status
• Attach key evidence (tracking, “delivered/not delivered,” photos if applicable) and avoid long texts
• Make one clear request: refund, reshipment, or an official update with a deadline

Ask them to:

• Confirm in writing that the seller did not respond and that Fruugo is taking over the case
• Assign you a case number and a responsible support agent
• Specify the exact status and the pending step (investigation, carrier contact, review)
• Provide a clear response and resolution deadline
• Confirm the final solution (refund/reshipment) and when it will be processed

How to get a real response:

• Use Fruugo’s help center/contact form and always reply within the same ticket
• If you receive a generic reply, respond with: “I need the reason, action, and deadline in writing.”
• Follow up every 24–48 hours referencing the ticket and attaching only key evidence

If the issue persists:

• Request internal escalation due to lack of seller response
• If you paid by card, open a dispute for “item not received” or “not as described,” including the ticket history

Additionally, reporting the issue on Xolvie may help others avoid a similar situation.