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:02/26/2025

  Type:Service or Repair 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 purchased a Phantomgogo R1 scooter from the Aigo Globle store on Temu on September 14, 2024. The scooter was delivered on September 25, 2024, and the purchase amount was $253.22. This month, the scooter started making strange noises from underneath the rear seat and has been experiencing sudden stops while in motion. Temu has refused after-sales service, citing a 90-day policy, and Aigo Globle (business name: **************) has not responded to my inquiries. ***********'s official support has informed me that this store is not authorized to sell their products. I am seeking assistance in resolving this safety issue.Details:Purchase Date: September 14, 2024 Delivery Date: September 25, 2024 Purchase Amount: $253.22 Issue: Strange noises and sudden stops while in motion Temu Response: *************** citing 90-day policy Aigo Globle Response: No response Phantomgogo Response: Store not authorized to sell their products Evidence: **********************************************************************************

  Business Response

  Date: 03/06/2025

  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 carefully investigated your case with the relevant department and can confirm that our customer service department has emailed you on March 6 and proposed a new solution for you. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter. Thank you for your patience.
  
  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: 03/06/2025

  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. 

  Product Defect and Safety Hazard: The scooter developed issues within four months of purchase, including abnormal noises under the rear seat and sudden stops during operation, rendering it unusable. This poses a significant safety risk, and while no accidents occurred, the potential danger is unacceptable. Additionally, the scooter's malfunction caused delays in my daily commute, for which I have not sought compensation.
  Lack of Timely Support: Despite promptly contacting the merchant after the issues arose, I received no useful response. TEMU's consumer protection mechanisms appear inadequate, as it took nearly a month of communication and a complaint to the BBB to receive any response.
  Unauthorized Sales and Warranty Issues: The brand's customer service informed me that ****************** and the merchant are not authorized sellers, and therefore, they cannot provide after-sales support. This presents legal risks and has left me without a resolution despite contacting multiple parties. Additionally, the brand has advised me to seek a refund directly from TEMU and the seller, as they do not recognize TEMU and the seller as authorized distributors.

  Given these circumstances, I believe a full refund is the most appropriate resolution. The current proposal to return the product at my expense is unreasonable, especially considering the safety risks and the lack of timely support.
  
  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,

  *****

   

   

  Customer Answer

  Date: 03/06/2025

  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. 

  Product Defect and Safety Hazard: The scooter developed issues within four months of purchase, including abnormal noises under the rear seat and sudden stops during operation, rendering it unusable. This poses a significant safety risk, and while no accidents occurred, the potential danger is unacceptable. Additionally, the scooter's malfunction caused delays in my daily commute, for which I have not sought compensation.
  Lack of Timely Support: Despite promptly contacting the merchant after the issues arose, I received no useful response. TEMU's consumer protection mechanisms appear inadequate, as it took nearly a month of communication and a complaint to the BBB to receive any response.
  Unauthorized Sales and Warranty Issues: The brand's customer service informed me that ****************** and the merchant are not authorized sellers, and therefore, they cannot provide after-sales support. This presents legal risks and has left me without a resolution despite contacting multiple parties. Additionally, the brand has advised me to seek a refund directly from TEMU and the seller, as they do not recognize TEMU and the seller as authorized distributors.

  Given these circumstances, I believe a full refund is the most appropriate resolution. The current proposal to return the product at my expense is unreasonable, especially considering the safety risks and the lack of timely support.
  
  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,

  *****

   

   

  Business Response

  Date: 03/17/2025

  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 would like to assure you that all Merchants on our platform undergo strict qualification verification and have legal business authorization. Additionally, according to our latest internal information, our customer service team has offered you a partial refund on Mar 9 and a compensation of Temu credit on Mar 10. 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. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. We hope this gesture will make your future shopping with Temu more enjoyable.
  
  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,
  *******

• Initial Complaint

  Date:02/26/2025

  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.

  TEMU offers free gifts and discounts if you follow their instructions but when you do you receive nothing for your wasted time. False advertising.

  Business Response

  Date: 03/05/2025

  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 you are experiencing difficulties with our promotional activities. We assure you that our programs are genuine and effective, and numerous users have already completed the tasks and received rewards for their efforts. Please rest assured that the activity is real and valid. Meanwhile, we value your feedback and will continue optimizing the activity to provide a better user experience. Our customer service department will provide you a detailed explanation about the rules and process of the activity you participated in and a compensation plan on March 5. Please check your inbox for more details and respond if you have any other 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,
  *******

• Initial Complaint

  Date:02/26/2025

  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.

  Feb.17 2025 I order a doll try to treating my sexual dysfunction. Feb. 19 2025 I received the delivery, When i open the package the doll look like is fine but is cold like ice, and I leave it at box. After about ***** minutes, it has black liquid leaking from doll neck. After check the doll I find out it has a lot unknow black liquid still stay inside the doll. I contact Temu.com request return the doll. *****, Temu.com refuse my request because I used the doll and leaking is not problem, it still will be useful just wipe out the liquid will be fine. This is ridiculous, this kind *** dolls, should be as clean as possible, how come an unknown black liquid was inside the doll and leaked out and tell customer it will be fine just need to wipe out, and not consideration of this is health issue.

  Business Response

  Date: 03/05/2025

  Hello Xin,

  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 apologize for any inconvenience this may have caused.

  Upon checking, our customer service team has been working diligently with the merchant to thoroughly investigate and verify the matter. This comprehensive process requires some time to ensure that we provide you with accurate and reliable information. Our customer service department has been following up on this issue, and they will provide you with feedback as soon as they have an update. Please pay close attention to your inbox and await the resolution.

  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,
  *******

• Initial Complaint

  Date:02/25/2025

  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 participated in their promotion $1000 Ultimate Gift Calendar. I chose my prize, which according to their rules was within $156. I completed the entire calendar month and had the opportunity to make a single purchase of any amount to get the Ultimate Gift for free. I choose a bidet seat attachment. I had over 2 hours to make the purchase. However, when I attempted to do so, the gift I chose was no longer available. So I chose a different item. It was another bidet attachment the price was $141. When I tried to purchase something in my cart to get the gift, it disappeared. There was a glitch in the app. I went back to the calendar. I still had over 2 hours left to get the prize. I contacted customer support. They sent a ticket and I waited for a few days for them to decide what to do. They finally contacted me at 2 am est and told me I had 24 hrs to make a purchase to get the special gift in my cart. I have no idea what it was. Unfortunately, due to a power outage, as a result of a winter storm in my area, I did not have power for over a day! So by the time I was able to access the app, the timeframe had expired. Now they are not willing to honor the gift I received, instead they offered me $40 credits. I have refused 30 of them, but recently they have just added them to my account, despite my request to give me my gift instead. I adhered to the rules, and I was prepared to purchase and receive the gift before the glitch in their app. Now they refuse to honor this agreement because I did not get it within their 24 hr timeframe, only a days notice, after I waited several for them to decide on this matter. I want them to give me the Ultimate Gift I chose or the amount of the gift.

  Business Response

  Date: 03/11/2025

  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 you are experiencing difficulties with our promotional activities. We have carefully investigated your case with the relevant department and can confirm that our customer service department has emailed you on Mar 10 and proposed a compensation solution for you. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter. Thank you for your patience.
  
  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: 03/11/2025

  [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:02/25/2025

  Type:Service or Repair 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.

  My package has not been received. The courier is ****** and they have failed to contact me back. I just want my refund.

  Business Response

  Date: 03/05/2025

  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. Our customer service department offered you an explanation with the delivery photo on March 5. 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 further assistance, please message us through Temu.com or Temu app live chat.

  Best wishes,
  ******

• Initial Complaint

  Date:02/25/2025

  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 have 2 separate issues with this order that was placed on 12/15/2024.1) Some items arrived damaged and for which Temu agreed to process a partial refund of $41.16 plus tax on 1/9/2025. This support ticket was created on 1/1/2025. This refund has not been processed as of this date.2) I am within the return window and wish to return other items from this order. Temu is refusing to accept my return request eventhough I am in compliance with the stated return policy. A support ticket was created on 1/26/2025 regarding this matter. I want a refund for the other items on this order if Temu is not going to process my return request.According to Temu customer service, these issues are caused by an open chargeback dispute for this order. There is no such dispute at this time. I did have one that I made in error against this transaction but it has been canceled/closed at my request. I provided proof that the dispute was closed and Temu still will not remove the restrictions on this order. Temu has also restricted my ability to make purchases for the same reason. I need the restriction removed.

  Business Response

  Date: 03/11/2025

  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 confirmed that the dispute is closed and your account restriction is removed. 
  
  Our customer service department has also emailed you on Mar 10 to offer an explanation and has been following up on the refund issue. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter. Thank you for your patience.
  
  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,
  *****

• Initial Complaint

  Date:02/25/2025

  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.

  On February 17, 2025 I noticed my account was charged several times in the amounts of $22.99, $56.52, $86.01, $6.38, $8.49, $14.55, $15.56, $23.52, and $11.06 without my authorization. I contacted my bank and then Temu. I expressed my concern providing the necessary steps I had already made with my bank to ensure further charges would not continue. I also mentioned that the card on file was not listed as one of my payment methods however my account was used. I assured Temu of the position of my card(s) and no other person would have been able to gain access to them. I provided screen shots of the charges made to my banking account and my ********************** account indicating the said charges were not made by me as I had not made a purchase since September of 2024. Once the ticket ( #****************) placed in Temu's system, I received emails from Temu's Customer Resolution Senior Specialist Oueenie and Aris stating "Our relevant department has diligently investigated the reported transaction(s) and confirmed that they were not fraudulent". I replied to Oueenie and Aris providing more evidence that I was not the person who made said charges and preventative steps I was making on my end (closed accounts, removed credit information from third-party establishments/organizations/sites). However, the same message was given by Temu several times after going on about this issue of charges on my account. The email also implied that I may have been negligent with my credit information because of said charges to my account although that is false. I contacted Temu again stating, I was disappointed and beyond disbelief that yet I have asked several pertinent questions in reference to the investigation they performed such as, the list of said items that was purchased, the address to where these said items were being mailed to and again why the payment method used was not listed on my Temu account yet I was charged. At this time no straightforward answer has been given.

  Business Response

  Date: 03/04/2025

  Hello Joy,
  
  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, after our investigation, we can confirm that we haven't detected any unusual / unauthorized charges in your account. We kindly suggest contacting your bank or financial institution for additional support and guidance in handling this situation.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Feb 25. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Furthermore, we want to emphasize that all our payment links have obtained ************************** Security Standard (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID Check, **************** SafeKey, Discover ProtectBuy, and JCB J/Secure. 
  
  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,
  *******

• Initial Complaint

  Date:02/25/2025

  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.

  Items in Question:Comfy Couch $355: Advertised as a comfortable and well-made sofa, the item received is anything but. The cushions are hard, the manufacturing quality is subpar, and the overall construction is flimsy and unstable.Two Dressers , 2 chest of drawers. Valued $1000 These items were advertised as standard-sized bedroom furniture suitable for adults. Instead, they resemble furniture for a childs room, both in size and quality.Misleading Advertising and Quality Concerns:The products I received do not match the descriptions or images provided on your website. The use of deceptive photography and misleading product descriptions constitute false advertising and violate consumer protection laws. The sofa and dressers were presented as high-quality, standard-sized furniture, yet the delivered items are neither.Unreasonable Return Requirements:Thier return policy requiring me to disassemble the furniture and package it in a box for *** pickup is not only impractical but also an intentional barrier to processing returns. Most consumers do not retain oversized boxes for large furniture items. Moreover, the expectation that I should bear the cost and labor to repackage furniture is both unreasonable and unacceptable.Unacceptable Compensation Offer:Offering $18 for a $355 sofa is an insult, not a resolution. The proposed $100 for keeping over $1,000 worth of misrepresented and defective merchandise is equally unacceptable. This offer is a clear attempt to avoid responsibility and deter legitimate refund requests.Demand for Resolution:I am formally requesting:1. Full Refund: A complete refund of the total purchase price, including taxes and any shipping fees, for all three pieces of furniture.2. Return Shipping Arrangements: Temu must arrange for professional pickup and return of the items at no additional cost to me. This includes coordinating with a service that can handle fully assembled furniture, not requiring me to repackage these items.

  Business Response

  Date: 03/05/2025

  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 completely understand the distress and frustration that you have been through.

  We recommend arranging a disassembly service on your own to facilitate the return for a refund. As a gesture of goodwill, we are pleased to offer you $180 in Temu credits as compensation. Additionally, please keep the shipping receipt, as we can reimburse the return shipping cost via Temu credits or ******. Please let our customer service department know if you accept this offer or if you have any other preferences. They offered you a detailed explanation on March 4. Please check your Temu account 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 further assistance, please message us through Temu.com or Temu app live chat. We appreciate you giving us another chance to serve you.

  Best wishes,
  *******

  Customer Answer

  Date: 03/06/2025

  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

  I am rejecting this offer as I have previous offeres as it is a hook to require me to purchase additional inadequate  items from Temu. Your original offer was of $155 not $180. I do not trust you will repay shipping based on your history of misleading customers. Further more there are 2 dressers not mentioned here. This is not acceptable and the item as most Temu items are of poor quality and advertising misleading!! I need to purchase a product of good quality and not another Temu item which will again be nothing of value. I will except nothing less than full value of each item and a written agreement  to provide an individual  to disassemble  items for shipping as well as a PREPAID  return shipping labels!

  If these requirements are not met, as mentioned previously,  I will seek legal action in a court of law showing the inadequate construction of furniture  sold advertised as high quality  comfortable  which it is NOT!!!

   

   

   

   

  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,

  Cilene Bosch 

   

   

  Business Response

  Date: 03/17/2025

  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.

  We sincerely apologize for the inconvenience caused by the process of returning large items. Unfortunately, we are unable to provide disassembly services directly. However, we recommend reaching out to professional disassembly service providers who can assist you with the disassembly required for the return. As a gesture of goodwill and to compensate for this inconvenience, we are pleased to offer you $200 in Temu credits.

  Regarding the return of the three orders, we are pleased to inform you that we can arrange a *** door-to-door pickup for your convenience. This means you wont need to visit the shipping point yourself; instead, *** will collect the items directly from your location once the disassembly of the items has been completed.
  Additionally, we are happy to offer compensation for the door-to-door pickup fee in the form of credits. Kindly let us know if you are willing to proceed with this arrangement so we can finalize the necessary steps. Our customer service department has offered you an explanation on March 18. 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 further assistance, please message us through Temu.com or Temu app live chat. We appreciate you giving us another chance to serve you.

  Best wishes,
  *******

  Customer Answer

  Date: 03/18/2025

  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. 

  This item is constructed of poor quality! The cushions will not remain attached to the base. They are attached by a very lightweight Velcro that does not withstand an individual sitting or movement on the cushion. The seat cushion is One Piece with the armrest. There is no separation between the seat cushion and the armrest and both are attached by the velcro which again is lightweight and unable to sustain any kind of movement or pressure. The back of the sofa is a board which is only an inch in thickness and held on by a couple of screws to the base. The sofa must be against the wall otherwise any pressure against the back can cause the rear board to detach from the base. The sofa is made of two sections which will not come together as shown in the advertising image. Impossible! It thereby causes the two sections of cushions seat cushion attached to arm rest to not fully join in the center which causes a gap and items can fall between. This sofa is made of poor quality and is very misrepresentative in the advertising. In addition it is advertised as a comfy coach which the couch is not! It is not comfortable by any means. Your $200 credit is not accepted because it would not allow me to pay off the sofa to my financial institution and thereby purchase a new sofa of proper quality! And it would then force me to have to spend $200 on more of your inadequate items! I refuse this offer and any further offers I demand a full refund in the amount paid for at the time of purchase and refunded to the original payment method! This item was falsely represented as so many of your items by your vendors are! The fact that you are a Chinese company doing business in ***************** requires you to follow us trade agreements.
  
  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,

  Cilene

   

   

• Initial Complaint

  Date:02/25/2025

  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 ordered from temu and was disappointed on packaging and product they advertise a product and when you get it it's not what I ordered and I ordered products and never received them so I closed my account completely and they said wait 7 days it's been 10 days and they are still sending emails I talked to customer service and they said I would no longer get emails but this is temu now it's bothering me I am still getting emails they won't stop I have done everything they told me to do and nothing is working

  Business Response

  Date: 03/04/2025

  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 understand the frustration that you may have been through during this time. After reviewing your case further, we have found that you have initiated the account deletion and recommend waiting for the process to complete. Furthermore, we confirm that your email address has been removed from our sending list. Sorry again for any inconvenience.

  We hope this information helps. If you need further assistance, please message us through Temu.com or Temu app live chat to provide us with more details about the ad delivery so that we can better assist. We appreciate the opportunity to assist you.

  Best wishes,
  *******

  Customer Answer

  Date: 03/05/2025

  [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:02/25/2025

  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 am a premier member of Temu and have enjoyed a 'no minimum order amount' for shipping for two years. Suddenly and without notice or explanation, (from their associates online or through their hotline), my minimum order amount has increased to $35. I have asked why this happened suddenly within the last 10 hours and I have not received a valid reason or resolution. The actual associate with whom I spoke did not explain at all what or if I did something wrong to drastically change my account. They did however recognize that I had a 'no minimum order' amount up until last night as a premier customer. I would like my account to go back to premier status with a 'no minimum order' purchasing component. I have been extremely loyal with Temu as my prime online shopping venue and have earned my premier status with my countless purchases every week. I would like this issue to be resolved properly so I can continue to support Temu. I deserve my account to be treated as a premier customer of **********************.

  Business Response

  Date: 03/04/2025

  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 would like to inform you that the minimum order value is set to minimize our and our customer's Carbon footprints. Also, it allows us to offer the very lowest possible Price for the products on Temu, create special events and offer the amazing Coupons we share with our customers. Unfortunately, we cannot waive the minimun order amount at this time. Thank you for your understanding in 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: 03/04/2025

  [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,
  
  ****** ****