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:02/22/2025

  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.

  I initiated a combined return of approximately 25 items. I received notification that the warehouse had received my return and it was processing. It was a shipping box full of merchandise I returned as I am a frequent shopper with this brand and some of their products are quality while others are not. I began seeing emails that my returns had failed due to not being in the box. I have contacted customer service several times and every time, they find more of my merchandise. Its disappointing because all of my items are in one box. If they found some, they found it all. They refuse to make this right having stolen hundreds of dollars from me and all they say is that they are looking into it. They know those products are back in their possession and they are making a decision to do this to me. I hope other shoppers beware. They will also send you the wrong or damaged merchandise.

  Business Response

  Date: 03/02/2025

  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 any inconvenience this may have caused. According to our latest internal information, our customer service team has reached out to you via email on Feb 28, providing details regarding your refund and has been following up on this matter.
  
  Please check your inbox for more detailed information. If you find any orders that have not been refunded or any disputed orders, please reply accordingly. We appreciate your patience and understanding.
  
  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:02/22/2025

  Type:Order 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 order from Temu weekly. I was shocked when I received a damaged package and Temu doesn't want to take responsibility. I am missing 4 packs of press-on nails and a half pack as well. I am so tired of trying to get a refund from Temu. They are calling me a liar and saying that my package wasn't torn open. Please help.

  Business Response

  Date: 03/02/2025

  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. We have checked the order details you provided and can confirm that the correct items in your order were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Feb 23. 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,
  *****

  Customer Answer

  Date: 03/02/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the Temu and have determined that the response does NOT satisfy my concerns in reference to complaint #********. My package was delivered to me torn. Maybe it happened when the mail carrier had it. None the less I will have to take my business elsewhere. I can't shop where a **** corporation is going to fight me over less then $5. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:02/22/2025

  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.

  It took over two months to receive a product they refused to refund my money for said product so I filed a chargeback they sped up me getting the product once this occurred dispute was cancelled and Ive been trying to return the product and they refuse and each person Ive spoken with Ive tried to provide the evidence and nothing but a robotic answer

  Business Response

  Date: 03/01/2025

  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 apologize for any inconvenience this may have caused.

  Upon checking, our customer service team has been working diligently with the relevant departments 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 team has been actively working to initiate the return and refund process for you, 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:02/21/2025

  Type:Order 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 did not receive my order, but in the TEMU.com record put the order as delivered , but did not send me any picture to proof the delivery.

  Business Response

  Date: 03/01/2025

  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. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Feb 13. Our customer service department has also emailed you and offered you an explanation through an app message on Feb 20. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

• Initial Complaint

  Date:02/21/2025

  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.

  On Feb 4, 2025 I ordered several items from Temu. Some of the items were delivered to my address of ************************************ apartment 210. Some were delivered to residential address ********************* (does not have an apartment number). I went to the post office and was told three items were returned to sender and eventually refunded to me. Seven other items I did not receive nor were they refunded. In addition there was a promotion for three free items I did not receive but should have. They were not sent at all. Thank you in advance for your assistance in this matter.Sincerely,**** *****

  Business Response

  Date: 03/01/2025

  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 sincerely apologize for any inconvenience this may have caused. Upon reviewing the details you provided, we can confirm that our customer service team has been actively following up on this matter. They have reached out to you for additional details, including information about the items you did not receive and screenshots of the activity you participated in on Feb 28. Please check your inbox for further updates, and respond to them to help address the issues.

  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:02/21/2025

  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.

  The site provided false advertisement to a promo and refused to honor it.

  Business Response

  Date: 02/28/2025

  Hello Charonne,

  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 has also offered you an explanation and a compensation plan through an app message on Feb 25. 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.

  Best wishes,
  *******

• Initial Complaint

  Date:02/21/2025

  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.

  Order time: Feb 7, 2025Order ID: ************************ I order a qty of 80 (40 black & 40 green) pieces from their seller "Brave Dog" who according to them is US based. Which appears to be #1 flag in this scam. What I received is a single piece, not the 80 I ordered. And when I requested a reshipment, they say they can't, no reason why. But the seller still have these for sale on their site and being able to order 99 of each color so they have them in stock. You can also see on their own shipping label that they know I ordered 40 & 40, but still shipped a single piece. Being the site has the *** in stock to sell to new custoemrs. I want the rest of my order. Business Name ******************************Address ********************************************************************************************************************************************************************************************************************************************************* (self-declaration)************* ****** *****************, *********** *****

  Business Response

  Date: 02/28/2025

  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 are willing to provide you a full refund for the items you purchased. Our customer service team will offer you an explanation on February 28. Please keep an eye on your inbox for further details.

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

  Best wishes,
  *******

• Initial Complaint

  Date:02/21/2025

  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 placed an order and got a bill for 600+ and continue to send the same things over and over. I ordered two sets of pillows, and they have sent me 8 plus other items I did not order. I have called them multiple times to try to correct this but they aren&#**;t doing anything to change this. Ontop of the same thing over and over but they also send me things I never ordered. I had 9 charges last month. Some are 22 dollars, some are 78 dollars, all different amounts. I never get a written up bill. I ask them how I can return it, but they say I need a coupon and it was expired, which made no sense. They also ask me for an ssm number, which I do not have.

  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 sincerely apologize for any inconvenience this may have caused. Upon reviewing your details, we were unable to find any orders associated with the email address you provided. Our customer service team reached out to you on March 4 to assist you with this matter. Please check your Temu account linked to the provided email address for further details.

  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:02/21/2025

  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 dog stroller from Temu in pink color but I received different color ( blue ****). I contact Temu to refund me but Temu just convinced me only I return it and once inspected I will be refund. I wanted refund immediately so I can repurchase because Temu takes at least 10-14days to deliver. I told customer service I will return when I have free time on weekend but I need refund first. Temu wont accommodate me. It made me feel that I am not responsible for returning item that should not be send to me from very first. This caused a lot of hassles for me. The heavy 50lbs box that I have to carry and drive waste my gas and its not my job. Later also I found prove that the seller is cheating and doing this as habit. Pink color stroller is more expensive than any other color. The seller is cheating me money by sending cheaper one. I found at least 3 reviews in this couple months they ordered pink but got other colors. Temu wont even look into the seller. Temu should protect customer when it was clearly the sellers mistake and being dishonest. Temu wont even refund difference I paid. I have to wait 24hours for each reply. Temu do not have any right to hold on and not refund the money. Temu dont have right to keep my money on item that I didnt order. I really should be compensate for all the troubles Temu and seller caused. But the worse thing was Temu didnt protect customer at all when I haveproven already the seller was cheating me and a lot of customers. If I dont get better solution I will look into *** Temu for sending cheaper and wrong item than I originally paid and order and Temu wont refund me on purpose.

  Business Response

  Date: 02/28/2025

  Hello Sunanta,

  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 Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For detailed return instructions, please visit ****************************************************************. Our customer service department has also offered you an explanation through an app message on Feb 22. 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  ******

  Customer Answer

  Date: 02/28/2025

  [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,
  
  ******* Tanakarnkorn

• Initial Complaint

  Date:02/21/2025

  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 got a package that arrived ripped up right across the mailing label and missing all of my items except for three. Told Temu over and over the chat does nothing but tell you an automated message saying that they dont care its not their fault. They sent me the couriers photo of the back of the package no label no rip. FRAUD they havent done a thing about this for MONTHS now

  Business Response

  Date: 03/01/2025

  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. We have checked the order details you provided and can confirm that all the correct items in your order were shipped and packaged according to the order requirements. Additionally, the delivery photo verifies that the package was complete upon arrival. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future. Our customer service team provided an explanation, along with the delivery photo, on February 5. Please check your inbox for further details and respond accordingly if you have any additional inquiries regarding this matter. We appreciate your understanding and hope to serve you again in the future.

  Furthermore, we found that you have initiated a dispute on the order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company.

  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: 03/01/2025

  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. 

  [More lies from Temu, I have not done a chargeback how could I have done a chargeback for something that was paid with Temu credit you people owe me over $200 pay me now] 

  
  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

  More lies from Temu, I have not done a chargeback how could I have done a chargeback for something that was paid with Temu credit you people owe me over $200 pay me now
  
  
  
  Regards, 
  CG

   

   

  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 sincerely regret any inconvenience caused.

  Upon reviewing the order details you provided, we have confirmed that all items were correctly shipped and packaged as per the order requirements. Additionally, the delivery photo confirms that the package was intact upon arrival. As the order was fulfilled as expected, we are unable to process a replacement or refund at this time. We understand this may be disappointing and apologize for any frustration this may cause. If you have any other requests about this matter, please log in to your account and message our customer service agents, who are empowered to provide a quick and thorough solution.

  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: 03/11/2025

  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. They did not look at the photos you cant see the address side it is torn 

  [They did not look at the photos you cant see the address side it is torn 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.]
  They did not look at the photos you cant see the address side it is torn 
  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,

  *******