Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Temu.com

  31 Saint James Ave Ste 355 Boston, MA 02116-4101

• 

  Temu.com

  101 Arch St Boston, MA 02110-1130

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered from Temu. When package came it was damaged and opened. The post office even stamped it received damage and unsealed. I contacted vendor to get a refund but they refused by saying that item was shipped from the warehouse. I'm not doubting that the item could have been shipped from the warehouse. However due to poor packaging and not sealing the package five items were missing from the package. I don't feel I should be out any money due to their negligence. Refund total should have been ***** which I don't feel I should be out of pocket for.

  Business Response

  Date: 12/22/2022

  Hello ****,
  
  I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message. 
  
  I am sorry for your experience. I have checked with our online customer service team and understand your complaint has been resolved. We have processed the refund for you. If you need anything else or have any other questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for supporting Temu!
  
  Best,
  *************

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #PO-211-19383770216310382.Went out for delivery from **** (tracking#**************************) on 12/12/2022.Was not delivered to me and was sent back to post office for address verification and redelivery.Was never delivered and I have provided full address to temu in order ********************************************************************************** to post office and was told the address was correct but mail man might have wrongly scanned or misplaced/lost it.Contacted temu through chat , was told they would initiate refund but later was told wait for 24 hours.For last 3 days no update.Called temu and was asked to raise refund request which was denined.If **** looses mail why thats customer headache?Why would harass customer so much for refund when its **** fault?Where is the customer satisfaction and accountability?Please initiate the refund else I need to file a dispute wth bank.

  Business Response

  Date: 12/22/2022

  Hello ******,
  
  I am ************* from Temu.com. 
  
  I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We have checked your order and found that your refund request has been processed. Our customer service team has also informed you about the refund through online chat. Please allow **** business days (depending on your financial institution) for refunds to appear back to your original payment method.
  
  If you need anything or have any questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!
  
  Best,
  *************

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 1st, 2022 I placed an order through the Temu app for 38 separate and different items. I spent $87 I got a box delivered on the front porch, semi beat up, possibly taped closed after being packaged. I opened the box and almost everything seemed good quality, besides the reeking jeans that smelled straight like bleach/chemicals, and 2 pairs of boots for my daughter for Christmas. Theyre mushed and chipped on the paint. They were not packaged correctly at all. They werent sent in a box, fake leather boots. So you can imagine all the creases and being scrunched just from that. Im all excited because its looking like some good stuff. Then I notice my pair of boots is missing and my daughters sandwich cutter. So then I rummage through everything, still cant find it. I ordered a LOT of jewelry so I didnt even think I was missing anything off the top because a bunch was there. I went through my order list and the contents in the box several times realizing I was missing 7 items all together. Only about $14 worth but still frustrating considering the damaged boots were $20 together. So all together $34 out of an $87 was for nothing. I couldve ordered elsewhere. I contacted **** and theyre absolutely no help. I keep getting switched between agents and robots.

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received the package of items I ordered and I am requesting a full refund. I sent an email to their [email protected] and I havent received a response yet. I am just requesting a full refund please. Thank you

  Business Response

  Date: 12/21/2022

  Hello ******,
  
  I am ************* from Temu.com. 
  
  I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We have checked your order and found that your refund request has been processed. Our customer service team has also informed you about the refund through email. Please allow **** business days (depending on your financial institution) for refunds to appear back to your original payment method.
  
  If you need anything or have any questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!
  
  Best,
  *************

• Initial Complaint

  Date:12/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I really liked the inexpensive prices on Temu. But the carbon emissions shipping requirements are bogus. Forcing consumers to pay $10 or more to ship the order. This isn't fair to customers who may need to buy one item for $6.99 but is forced to add more because of Carbon Emissions. Temu's Customer Support Agent stated: "To reduce carbon emissions from excess box use?" But our items aren't shipped in boxes though. They're shipped in Temu Bags.

  Business Response

  Date: 12/21/2022

  Hello *********, thank you for your valuable feedback. To support our commitment to sustainability, we encourage customers to meet a minimum order value so that we can more efficiently utilize the available packing space from bags, to our shipping boxes, and containers. By fully allocating the available packing spaces, we reduce the number of boxes used and number of trips made for our deliveries, which helps to reduce carbon emissions to the environment. However, we understand your concern about the policy and will share your feedback to our team for further review. Thank you for helping us understand and serve our customers better.

  Best,

  *************

  Customer Answer

  Date: 12/21/2022

  Hello Temu,

   

  Thanks for your response!

   

  I'll highly appreciate it if you could forward my feedback to the team for further review.
  

   

  
  Regards,

  Cordarius

   

   

  Business Response

  Date: 12/27/2022

  Hello *********, thank you for your valuable feedback. We understand your concern about the policy and have shared your feedback to our team for further review. Thank you for helping us understand and serve our customers better. 
  Best, 
  *************

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is using a scam referral program that gives you in store credit to refer new people to their app. As soon as you get the in store credit from the 100s of people you refer they dont let you use it! I feel this is fraud and a waste of peoples time. If the company cant keep promises they make to their customers they are clearly not a trustworthy company.

  Business Response

  Date: 12/21/2022

  Hello ********, thank you for shopping at Temu! Your feedback is valuable to us. Please be informed that you can start using your credit and your orders will be dispatched as well. We also appreciate your referrals. Please note that New Users in our referral program are defined as a real person who (1) never had a Temu account before, and (2) within 24 hours after downloading Temu App the first time, registered a Temu account and joined the Referral Program by clicking on the link shared by the Member. Please make sure that your friends qualify for the referral reward. If you encounter issues with your Temu credit in the future, you can appeal on your order page. Thank you for your support!

   

  Best,

  *************

• Initial Complaint

  Date:12/12/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FRAUD - fake business address listed. They should not be able to sell

  Business Response

  Date: 12/19/2022

  Hello ******, as we have communicated on the phone with you, our office address is ****************************************************************************************. We understand that you would like to place orders on ****. Thank you for your support. If we could be of assistance of anything, please do not hesitate to contact us through [email protected] or our our customer service number at **************. We are here to assist you anytime. 
  
  Best, 
  *************

  Customer Answer

  Date: 12/19/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   Thank you for reaching out to me, but the lack of professionalism on your part was very upsetting and I do plan to confirm that your corporate office in ****** is valid. If it is not a valid address I will continue on with my complaint.

  Regards,

  ******

  Business Response

  Date: 12/24/2022

  Hello ******,

  I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message. Please find below where you can find the address of our office. **************************************************, ***************************************, *************************************************. The address of our office has also been verified by ******* If you need anything or have any questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!

• Initial Complaint

  Date:12/10/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally enjoyed the all and recommended a lot of people using their free gift for referring a friend feature. The last time I did this people where clicking my link and joining but I was not getting the credit. This was 4 days ago. So I contacted customer service and was told to wait 24 hours for an answer. My gift then expired without me winning it. During continued conversations with customer service over the past 4 days I got no reply except wait 24 hours wait 48 hours on several occasions. Then this morning I was offered a 31$ credit or an order for the free gift. I responded asking for the credit. I never received any credit and have contacted them all day and every response is I will be back with you in a moment reviewing your case and then no response after.

  Business Response

  Date: 12/16/2022

  Hello ******,
  
  
  I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message. I have checked with our online customer service team and understand your complaint has been resolved. If you need anything else or have any other questions, I'm here to help. You can reach me at candy.****@temu.com. Thank you for supporting Temu!
  
  
  Best,
  *******************

  Customer Answer

  Date: 12/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/09/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from them and they shipped it to the wrong address. Asked for a refund. They want merchandise returned. Hard to give them something not received.

  Business Response

  Date: 12/16/2022

  Hello ****,
  
  
  I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message. I have checked with our online customer service team and understand your complaint has been resolved. Our customer service team has left you a message and you can follow the instructions to check the progress of your refund. If you need anything else or have any other questions, I'm here to help. You can reach me at candy.****@temu.com. Thank you for supporting Temu!
  
  
  Best,
  *******************

• Initial Complaint

  Date:12/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I clicked on an ad on ******** for this company, saw the website load and decided it was a scam. A day later I get a text from my bank for fraud and there are about 20 transactions from this website on my card that I have no idea how they have access to, given I have never and will never make a purchase from this company. They should be shut down and all ads removed.

  Business Response

  Date: 12/11/2022

  Hello ******,
  
  I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  As the assigned case representative, I'm here to assist you with investigating and resolving what happened to your account. Based on the information provided in your comment, I could not locate these transactions that match your description. We have tried to connect you by call and email but failed. To help us further investigate, could you please provide the last 4 digits of the card, each transaction amount and payment time at joy.***@temu.com, preferably with a screenshot of the charges? Thank you.
  
  Best,
  *************