Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 10/23/2025
BBB shared the findings and recommendations with Temu
The findings appeared to show:
Product Quality Issues: A significant portion of the complaints revolves around product quality, with
customers frequently reporting items that did not meet expectations regarding durability or appearance.
Shipping Delays: Complaints related to delayed shipping and non-receipt of orders are prevalent,
indicating possible logistical challenges or miscommunication between order placement and fulfillment.
Customer Service: Many customers reported dissatisfaction with the customer service experience,
mentioning difficulties in reaching support, long response times, and unresolved issues.
Return and Refund Processes: Issues with returns and refund processes were frequently cited, with
customers experiencing lengthy processing times and confusion about return policies.
Website Usability: Customers occasionally reported challenges with navigating the online platform,
including difficulties in searching for products or completing transactions.
Temu on 11/5/2025 responded to BBB with:
1. Product Quality Issues:
At Temu, we employ a comprehensive approach to quality control on our platform that aligns with the
requirements of the markets we operate in.
· Seller Onboarding: The process begins with the onboarding of sellers, where they are required to
submit the necessary documentation. Additionally, they sign agreements affirming their commitment to
product safety and adherence to regulations relevant to their intended markets. Temu supports this
process by providing guidance and resources on compliance requirements for various markets.
· Product Oversight: Random spot checks are conducted to verify that the physical products match their
descriptions and adhere to relevant standards. This includes checking packaging, labels, and safety
markings. If any products are suspected of potential non-compliance, Temu takes swift action, which may
involve suspending the listing, requesting additional documentation, or removing the product altogether.
· Ongoing Monitoring: Temu closely monitors customer feedback to identify potential issues with
products. When concerns arise, we take prompt action to investigate and, if necessary, remove any
products suspected of being non-compliant.
· Collaboration with Authorities: Temu actively collaborates with consumer groups and regulatory
authorities to address inquiries and facilitate product takedowns or recalls when required.
· Accountability Measures: We continually guide sellers on the need for strict product safety
compliance, ensuring they are fully aware of their responsibilities. Violations can lead to warnings, product
delisting.

We will continue to consistently and rigorously uphold these measures and standards, remaining fully
committed to ensuring customer satisfaction.

2. Shipping Delays
Timely delivery is a core part of the customer experience, and Temu is committed to ongoing
improvement in this area. Since late 2024, we have expanded our U.S.-based seller, enabling a growing
number of orders to be fulfilled domestically. This shift helps improve delivery speeds and better align with
customer expectations.
Temu works with experienced third-party logistics partners to handle the shipping and delivery of
customer orders. Customers can track their order status and estimated delivery dates directly through the
Temu app or Temu.com. Estimated delivery time and shipping costs are clearly displayed at checkout and
on the order confirmation page.

While the majority of orders are delivered on time, external factors, such as severe weather or
carrier-related disruptions, can occasionally lead to delays. We actively monitor these situations and
coordinate with our logistics partners to minimize impact.
We also proactively plan with our partners to ensure stable operations during peak periods such as
holidays. Customer feedback plays a key role in shaping our logistics strategy, and we remain committed
to refining the end-to-end delivery experience in response to user needs.

3. Customer Service – Current Capacity & Third-Party Recognition
Temu offers U.S. customers multi-channel support, including a self-service Support Center, virtual
assistant, live chat, hotline, and email. In particular, Temu maintains a 7-day × 24-hour live-chat support
channel. Most customers can reach a live agent within 30 seconds via the hotline, or within 1 minute
through online chat. For issues requiring additional follow-up or verification, Temu typically responds
within 8 hours and, in most cases, no later than 24 hours.

Temu will continue to invest in our customer service team to enhance its capacity and responsiveness,
ensuring that we deliver efficient and satisfactory solutions. We’re committed to addressing every
customer’s inquiry and feedback in a timely, fair, and friendly manner.

4. Return and Refund Processes
At Temu, we strive to provide a reliable and user-friendly shopping experience by connecting consumers
with a broad network of independent third-party sellers. While Temu does not manufacture or own the
products sold on the platform, we work closely with sellers to help ensure that product listings meet
applicable standards and that customers receive support when issues arise.

In the event a product is damaged or does not meet expectations, customers may contact Temu directly.
We will assist in coordinating a resolution between the customer and the seller, in accordance with our
platform policies and applicable consumer protection guidelines.
Below are the return and refund processes applicable to customers in the U.S. market.
Simple Return Process: Temu provides a simple and convenient return process for customers. The
following is an example of how the return process works. To request a refund, customers can log in to the
Temu app or Temu.com through their account, open the ‘Your Orders’ page, and click ‘Return/Refund.’ If a
return is needed, customers can select their preferred return and refund options. After submitting a
request, Temu provides a return label to ship the items back. Customers should place all returnable items
in one package, include the original barcodes, attach the provided return label, and ship the package from
the nearest USPS or UPS location. Refund status can be tracked via the order details page or through
Temu’s SMS, email, or push notifications.
Free First Return Policy: Return shipping is free on the customer's first return of one or multiple
returnable items for EVERY order within 90 days for most items from the date of purchase, with some
exceptions. Pickup return method may charge for an additional fee. Pickup return method may charge an
additional fee in limited scenarios.

Through these measures, Temu is committed to providing a transparent, efficient, and reliable return and
refund process, ensuring that customers can shop with confidence and ease. We greatly appreciate BBB
for highlighting potential issues, and we will continuously collect customer feedback to further optimize the
returns and refund experience.

5. Website Usability
We understand that a seamless online experience is critical to customer satisfaction, and we take all
usability feedback seriously. Temu’s technical and customer service teams work closely together to
promptly investigate and resolve reported issues. Temu is dedicated to providing a smooth, reliable, and
user-friendly experience for all users, whether on Temu.com or through the Temu app.
Temu sincerely appreciates the BBB’s continued communication and constructive feedback. We remain
fully committed to continuously improving every aspect of our service—from product quality and shipping
to customer support and post-purchase processes—while maintaining transparency, accountability, and a
customer-focused approach throughout our growth. We value the opportunity to address these matters
and will continue to take proactive steps to ensure a reliable, safe, and satisfying experience for all
customers.

Complaints

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

Customer Complaints Summary

5,479 total complaints in the last 3 years.
2,230 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/19/2025
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.
Item ordered Nov 12th. I ordered a 30 count egg organizer. Order# PO-211-*****************. Only paid 3.23 for item. Its the fact of what they sent me
Business Response
Date: 11/27/2025
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.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 11/27/2025
[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:11/18/2025
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.
November 7, 2025 Temu marked my package as Delivered to the front door. No delivery photo was provided. I checked both the front door and my apartments mail room (the designated parcel area), but the package was not there. Other residents packages were present, so theft was unlikely.I requested a refund. Temu suggested waiting 24 hours. After waiting, the package was still missing. Temu denied my refund, claiming ************** confirmed delivery, but refused to provide any delivery evidence. They asked me to provide proof of non-delivery, which is impossible without delivery photos.I filed a dispute with my credit card company ******* and reordered the same item.November 16, 2025 Temu indicated the package was delivered at 9:39 PM. Again, no delivery photo was provided. I checked the front door and mail room around 10:05 PM; the package was still missing.I filed a complaint with Temu. They claimed a representative inspected the delivery, and on November 18, 2025, emailed me that the package was confirmed delivered, still refusing refund or replacement( The uploaded PNG image is entirely in Mandarin). Meanwhile, ************** tracking changed from Delivered to In Delivery, further raising concerns.
Business Response
Date: 11/26/2025
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.

Thank you for your feedback, and we are sorry for the inconvenience this may have caused.

We have investigated this issue, and our team has confirmed that your two orders were delivered to the correct address on November 7 and 16. Our customer service department will offer you an explanation with the proof of delivery on November 26. Please check your inbox for more details and respond accordingly if you have any other requests regarding this matter.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 11/27/2025
[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:11/12/2025
Type:Product 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 placed an order with Temu (Order ID: ************************* totaling CA$860.38. I returned my entire order using three separate return labels that Temus customer service team manually sent to me via email. I followed all return instructions correctly and later received automated confirmation emails stating that all three boxes were delivered to Temus warehouse.I received partial refunds totaling CA$797.57, but the remaining CA$62.81 for one item (a Clear Acrylic Multipurpose Organizer) has not been refunded. I have contacted Temu customer service multiple times, both on their main and Canadian sites, and each time Ive been redirected, dismissed, or told to contact another department.Temu has admitted to creating the return labels manually but claims they cannot find the tracking information, even though they were the ones who issued the labels and received all the returns. Ive provided every detail possible, and yet no one has taken ownership of resolving my missing ********* this point, Ive been trying for weeks to get my refund and have been treated disrespectfully by chat support. Im filing this complaint because I have fully complied with Temus return policy, provided all required documentation, and still have not received the full refund I am owed.I am requesting that Temu review their internal return records and issue the remaining CA$62.81 refund immediately.
Business Response
Date: 11/21/2025
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.

Thank you for your feedback, and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 0-5 business days for the refund to appear in your original payment method.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 11/21/2025
[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:11/12/2025
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.
Temu wont allow me to return items for a refund they keep saying its a charge back I sent the proof that ****** is holding me responsible for payment and ****** denied my claim and the order is processed through my ****** account
Business Response
Date: 11/20/2025
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.

Thank you for your feedback. We sincerely apologize for any inconvenience this may have caused. According to our latest internal information, our customer service team reached out to you via an email ticket on November 19 to provide assistance and has been following up on this issue. Please check your Temu account or your email inbox for more details and respond correspondingly if you have any further requests.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 11/20/2025
[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.
Thank You I have received return labels now they wouldnt send them before for a refund now I can return the items
Regards,

****** ******
Initial Complaint
Date:11/10/2025
Type:Billing 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.
They charged me twice for an item which was resolved, but since then they won't let me make any purchases. Keep saying my account shows the system has identified certain irregularities associated with your account. They won't answer what they are and this has been going on over a week. They are holding my account hostage. Because I did receive a email that stated We recognize that your bank was not involved and the duplicate charge was resolved. THEY NEED TO FIX so that I can continue with my order for my business.
Business Response
Date: 11/20/2025
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.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and can confirm that our customer service team has been working diligently with the relevant departments to thoroughly investigate and verify the matter. They will provide you with feedback as soon as they have an update. Please pay close attention to your Temu account or inbox and await the explanation.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 11/20/2025
[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,

****** ********
Only accepting because they did nothing till I filed this complaint. After the complete they fixed their issue with my account.
Initial Complaint
Date:11/09/2025
Type:Product 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.
This is a first time complaint about an order received yesterday. I received a lamp that seems to be missing some parts. I asked for an instruction manual, but apparently I am not entitled to one. Silly me; I thought that buying the item and paying the full price would at least give me some instructions because I cannot guess how to use it!If I cannot receive instructions, I want my money back. There's nothing fair about sending me a dysfunctional piece of equipment without giving me instructions about how to use it, but silly me, I still think that a paying customer deserves some consideration. Apparently, that idea went out with the *****!
Business Response
Date: 11/18/2025
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.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. According to our latest internal information, our customer service team reached out to you via an email ticket on November 16 to provide assistance and attached a video showing how to use the item. Please check your Temu account or email inbox for more details and respond correspondingly if you have any further requests.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 11/18/2025
[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. To clarify better, I have written an editorial that explains how I sometimes need information that is not presented or is presented in an unusual way for accessing it. I've worked in many fields including processing administrative procedures, but at times, obtaining information directly more directly with a merchant can prevent many problems from arising and causing difficulties later.

Respectfully submitted,

******* ****
************** cellphone
************** fax
Initial Complaint
Date:11/08/2025
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.
i contacted temu for help , my pkg was marked delivered on oct 28th 2025 but it couldn't be found , driver didn't take a picture and my security camera has no one coming to deliver a pkg , temu said they will send my complaint to the seller and will investigate , less then 24 hrs later i was told case closed not in my favor and no refund , i asked why they said i didn't provide proof that it was stolen ect , i asked what proof can i provide to help the case when the driver never came to my house but they just kept saying they have made their final decision and a investigation show that the package was delivered , but delivered where ? i asked , can i have the location picture to where it was left ? they made up their minds answer was no ! , they said for me to check my mail box , i informed them not only would a pkg that big never fit in my mailbox , but its **** mailbox that swift would not have a key to open nor ever be allowed to those mail boxes are city property , they said check around the property , i informed them i live in a urban area with busy streets a supermarket and a bus stop next to my building and i live a in a high rise with about 70 apartments this is not private or suburbs type property ,they still said no to my request,they told me to go to my neighbors and ask if they have my pkg , 1st off im disabled , 2nd even if i wasnt you want me to spend the day going door to door to dozens of strangers apartments asking them if they have my package ? seriously ? i practically begged for help , i explained that they are the ones that picked this company not myself , i asked for advice on how i can help them to help me but they just said no and if i have proof of theft to provide it to them , was it stolen ? i ask that because the driver didnt come to my home and didnt take a picture why assume that it was stolen ? sadly this is not no a uncommon issue with temu , the tracking number is SWX635300000002351074 the company is swiftx
Business Response
Date: 11/17/2025
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.

Thank you for your feedback, and we are sorry for the inconvenience this may have caused.

We have checked the order details you provided and can confirm that your orders have been fully refunded. $22.09 has been refunded to your original payment channel and $0.77 has been refunded to Temu Credit balance. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 11/18/2025
[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:11/08/2025
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.
Better Business Bureau[Better Business Bureau Address]Dear BBB Representative,I'm filing a complaint against Temu due to their failure to deliver my order and unsatisfactory customer service. I purchased items totaling $103.01 on Feb 4, 2025, but I haven't received my orders yet. Temu has denied my claims and refused to provide a refund or ************* order details are:- Order date: Feb 4, 2025- Total: $103.01I've attached copies of my order confirmation, payment receipt, and correspondence with Temu's customer service team to support my complaint.I request the BBB's assistance in resolving this matter and holding Temu accountable for their actions.Sincerely,***** *******
Business Response
Date: 11/17/2025
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.

Thank you for your feedback, and we are sorry for the inconvenience this may have caused.

We have investigated this issue, and our team has confirmed that the correct items were delivered to the correct address on February 14. Besides, it has exceeded 90 days since your order was submitted. Thus, we apologize that we cannot support your refund request.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 11/18/2025
[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:11/07/2025
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 placed an order on Temu almost 30 days ago. The order was partially delivered, and one box was reported lost during shipping. The seller promised a replacement and a partial refund of CAD 100, but nothing has been delivered or refunded so far.I have contacted Temus customer service several times, but they have not provided any clear solution or delivery schedule. I keep receiving generic apologies and requests for more time, which is unacceptable.This order was meant to be a birthday gift for my son. The continuous delay and lack of resolution have caused great frustration and disappointment. I have previously had positive shopping experiences with Temu, but this situation has been very discouraging.Desired Resolution:I request either:1.A full refund for my order, or 2.Immediate replacement shipment from Temus local warehouse in *******If the issue is not resolved promptly, I intend to submit all documentation and communication records to Consumer Protection BC for further review.
Business Response
Date: 11/14/2025
Hello Rich,

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.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that $568.77 has been refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Refund
Customer Answer
Date: 11/14/2025
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Better Business Bureau:

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Rich Ha
Initial Complaint
Date:11/06/2025
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 placed two orders with TEMU for a garage metal shelf, but both arrived damaged and incomplete.The first order (Order ID: ************************, placed on October 25, 2025, delivered on October 29, 2025) arrived as an open box with missing parts and scratches covering about 90% of the components. I immediately contacted TEMUs customer support. Unfortunately, they responded only once a day with repetitive and unhelpful replies, causing unnecessary delays.After several days of back-and-forth, I was advised by a customer service executive to place a new order and was assured that the first order would be refunded within 24 hours. I followed their instruction and placed a second order (Order ID: ************************, placed on October 30, 2025).However, the second order also arrived damaged in the exact same way as shown in a review posted on September 3rd. This indicates that TEMU sent me a previously returned item. Since the first day of contact, I have repeatedly requested a return pickup since the boxes arrived torn and unusable for repackaging, but TEMU has consistently ignored or denied my request.I have already provided them with detailed photos proving the condition of the items upon delivery. I am ready and willing to return both damaged products if TEMU arranges a pickup, as it was their shipping error. At this point, I am left with two defective orders and no refund or proper resolution from TEMU.I request BBBs assistance in resolving this issue and ensuring a full refund as soon as possible.
Business Response
Date: 11/14/2025
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 are glad to inform you that we have issued a full refund of $128.41 without a return for the first order to your original payment method on Nov 13, 2025. Please allow 1-5 business days for this refund to be credited back to your account.

While the second order, we have approved your refund request. However, since you have previously initiated a chargeback with your financial institution, the refund can only be processed after the dispute is resolved. Rest assured, we are actively working with the financial institution to expedite the process.

Our customer service department offered you an explanation through an email ticket on November 13. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 11/15/2025
[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.

I would also like to extend my sincere thanks to the Better Business Bureau for their assistance. Before filing this complaint, I spent many hours trying to resolve the issue directly with Temu, but their responses were infrequent and unhelpful. The BBBs involvement made it possible to reach a resolution, and I truly appreciate their support and effectiveness in facilitating this process.

Regards,

****** *****

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Temu.com is NOT a BBB Accredited Business.