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:02/21/2025

  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,

  *******

   

   

• 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 am supposed to receive a delivery on Feb 6. I waited the whole day but no one delivered the package yet it was marked as delivered. I tried to get Temu to refund or reship because I didnt receive any package.

  Business Response

  Date: 02/28/2025

  Hello Some,
  
  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 apologize for any inconvenience this may have caused. To assist with the further investigation of your case, our customer service department emailed you on Feb 28 to request the specific order number, which begins with 'PO-', as well as the email address or telephone number associated with your Temu account. Please check your inbox and respond accordingly. We are eager to find a solution for you, and we greatly appreciate your cooperation and patience.
  
  If you need any other assistance, please don't hesitate to message us through Temu.com or Temu app live chat. Hope you have a great day!
  
  Best wishes,
  *******

• Initial Complaint

  Date:02/20/2025

  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.

  Temu order#PO-211-20877001749033450 I ordered a **** dog pads on 02/19/2025. I then saw the update on the item as it said on **** website that there was a printed shipping label created, Which means no item has been shipped. I then put into a request to cancel my order.I then called Temu and the *** told me that the order has been canceled and I will receive my money ********** 02/20/2025 at 3:15pm pacific time, I get a email alert stating that item has been shipped. I then called Temu of which they have lied to me and said that I cant get a refund because item has already been shipped. I told the Temu *** **** canceled this order before shipment when the order was in printed shipping label status.Temu does not want to give me my money back and I feel that I have been sxammed for customer service abuse.

  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 investigated this issue and our team has confirmed that your package was delivered to the correct address on Feb 22.

  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.

  Regarding the return and refund, you may apply it within 90 days of purchase. To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.
  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

  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. 

  I reject the response because the Temu customer service **** was very non chaulant and very unprofessional and did not want to help me nor accept my request for canceled item while the item was in printed shipping label status of which I requested a refund in printed shipping label status, Which means item has not been processed, **** has not been delivered nor picked up by any mail carrier.

  The unprofessionalism of Temu to deny my request to cancel the item while the item is in a dead printed shipping label status is not right and it is a form of customer abuse.

  I was severely upset with these 2 issues.

  1) My order cancelation got denied while the item was in printed shipping label status.

  2) After I attempted to cancel item while the item was in printed shipping label status, I was denied, And then a day later it said on Temu that the item was shipped out right after I made a cancelation request. 

  I don't like these unjust customer abuse games that was displayed to me.

  
  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: 03/11/2025

  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. We sincerely apologize for the inconvenience caused by the unsuccessful cancellation of your order.
  Since your package was successfully delivered to the correct address on February 22, you may request a refund within 90 days of purchase if you are not satisfied with the item. To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.

  Furthermore, we confirm that you have initiated a dispute on this 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. 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  ******

• Initial Complaint

  Date:02/20/2025

  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.

  Temu owes me $410.74. I purchased 3 dressers that were delivered 1-9-2025. I returned 3 dressers at the same time. They were received at TEMU warehouse on 1-15-2025 at 11:55. I have sent them the documents numerous times, verifying the same time, same day return of 3 dressers. I communicated at least 4 times prior to returning the 3 dressers and was assured I would be reimbursed for the shipping costs and would receive a refund for all 3 dressers. TEMU website said the items were returnable, but only allowed entering 1 tracking number. I had 3 numbers due to size of packages. 1 hour of leaving the *** store I contacted TEMU by chat, email and phone with live person. I reiterated the tracking number situation and gave the 3 tracking numbers.temu warehouse acknowledged receipt of 1 dresser I sent chat and spoke in person with TEMU supervisor about this issue. I was assured there was an investigation regarding this issue and the right thing would be done.I continued to contact TEMU about this issue and lack of refund or word on the investigation. Then they only refunded 1 dresser. I was owed money for refund of 2 dressers AND reimbursement for shipping the 3 dressers back.I complained and waited for a complete refund. After an extended period and receiving no resolution I contacted my credit card and disputed the charge. Now they say they will do nothing because of the "charge back". Even though the reimbursement for shipping was not part of the "charge back".I received information from my credit card company that Temu never responded to the dispute. This notification indicates the "charge back" is now resolved. The amount I was owed is $1028.32. This is $462.61 for the cost of the 3 dressers and $565.71 for the cost to return.I received a credit of $154.97 for the return of 1 dresser and an adjustment to my credit card of $462.61. These credits equal $617.58. TEMU owed me $1028.32 minus $617.58 I received equals $410.74 that TEMU still owes me.

  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. According to our latest internal information, our customer service team is processing the refund of 2 dressers for you. In addition, regarding the return shipping fees, we would like to inform you that we can currently offer reimbursement via Temu credits or PayPal. 
  
  To assist you with your issue, our customer service team has also reached out to you via email ticket ****************. Please reply to our email ticket and indicate your preferred method of reimbursement: Temu credits or ******. Thank you for 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,
  ******

  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. 

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

  Temu states a credit of approximately $309.00 for the 2 returned dressers has been applied to my credit card. I have been checking daily and there is no such credit on my card as of 3-1-2025 0750 CST.

  I don't understand why they can only reimburse the shipping cost by temu credit or ******* Why can't they apply the shipping reimbursement as a credit to my credit card? I will provide them ****** information. Reluctantly.

  How long am I to wait for the credit to my credit card?

  Regards,

  *****

   

   

  Business Response

  Date: 03/09/2025

  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 understand you want a refund for the dressers and reimbursement for the return shipping fee. 
  
  We would like to inform you that your order is currently under a chargeback dispute. Due to this, we are unable to process the refund at this time. Therefore, we kindly request that you cancel the dispute. Rest assured that once we confirm the chargeback has been canceled, we will immediately process the remaining refund for your order.
  
  After your order has been fully refunded, we will reimburse the shipping fee via your chosen ****** method. We greatly appreciate your understanding and patience in this matter.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Mar 3 and Mar 6. 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: 03/10/2025

  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. 

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

  They continue to request that I reverse a charge back when they owe me money. That does not make sense.  They can resolve this by simply sending a credit to ****** for the remainder of the money I am owed ($410.00) for the shipping reimbursement.

  
  Regards,

  *****

   

   

  Business Response

  Date: 03/20/2025

  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 the inconvenience this situation has caused. Upon checking, we have found that your order is still under a chargeback dispute. Therefore, we are unable to process the remaining refund for the dressers at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel.
  
  Furthermore, we are pleased to inform you that we have decided to reimburse your shipping fee in advance. Our customer service team has already contacted you via email to follow up on this matter. Please check your inbox for more details and respond accordingly if you have any further requests regarding this.
  
  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: 03/23/2025

  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. 

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

  I continue to communicate for resolution of this matter. Temu indicates refund is right around the corner. I have yet to receive said refund. The issue remains unresolved at this time.
  Regards,

  *****

   

   

• Initial Complaint

  Date:02/20/2025

  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.

  Received item after over a month open box broken glass missing parts called customer service only wanted to refund half the money

  Business Response

  Date: 02/27/2025

  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 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 ****************************************************************.

  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:02/20/2025

  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.

  January 23, 2025 $41.60 They did not send my order in a timely fashion. The 2nd part of the order of which I am disputing was told initially I would receive immediately. I don't even live at the address any longer. Please refund my money. You didn't send the stuff.Order time: Jan 23, 2025Order ID: ************************ Order confirmation was sent on Jan 23, 2025 to MsB***********************.

  Business Response

  Date: 02/28/2025

  Hello Soroya,
  
  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 has reached out to you via email ticket **************** on Feb 27 to offer a refund solution and has been following up on this issue. Please check your 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,
  *******

• Initial Complaint

  Date:02/20/2025

  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.

  Purchased Anycubic wash and cure machine (used in 3D printing)for $93.20.Liked the price. I had a $5.00 voucher that I applied to help save a little money as well. It said local warehouse that also appealed to me. So on Feb 7 I ordered. .the shipping label created on the 9th. Then showed delivered in my mail box on the 14th.I git home expecting the box to be on my step by front door.nothing I looked at the neighbors as well.still no box. So when I went to get the mail, there was a small flat envelope.with the tracking number of the machine I purchased. I was shocked. Disappointed. I opened the envelop and it had three Thank You cards in it with a printed label that read. Please accept this gift *** rest assured another package is on its way. I contacted Temu without help as all they said was item shows delivered. I also wrote to the merchant that sold me the machine on there site. They said the same thing. Then I wrote again, they said they shipped the wrong item and I should apply for a refund. I tried to apply for a refund ,but the issue ***** first asks,did you receive your item. I am Nswer No. And it wants me to contact ****. So this clearly won't help. I tried chatting qith Temu again and they said the same thing. Item shows delivered.iopened a dispute through Pay Pal which I hope can help **** have photos of my chats as well as the envelope I received with the tracking humber of my machine.

  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.

  We apologize to hear that you only received a card for your recent purchase, and we understand your refund request. We want to assure you that we're fully committed to resolving your issue on this ticket.

  We are currently coordinating with the merchant to address your request as we have requested the merchant to provide a shipping label to further verify the details of the shipping. We kindly advise you to please wait for our update as this process may take some time to ensure that we provide you with accurate and reliable information. Our customer service department offered you a detailed explanation on Feb 27. 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: 02/28/2025

  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. 

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

  *****

   

   

  Business Response

  Date: 03/12/2025

  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. $93.20 has been refunded to your original payment channel and $5 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

  
  

• Initial Complaint

  Date:02/19/2025

  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.

  Date of Transaction: February 7th, ******* order was a total of $27.32 CAD.They were to provide me 3 items out of my order, they arrived damaged with the packaging also wet and destroyed. I have tried to contact via live chat and tickets, even requesting a supervisor but the customer service agents ignore this. I just want my money back at this point and will refrain from using Temu again. They dont seem to be helpful in anyway, other than just sending me the same copy and pasted scripts. Im continuously repeating myself and no-one fixes the issue.

  Business Response

  Date: 02/27/2025

  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 that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.

  If you are not satisfied with any items you received in your order, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.

  The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

  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:02/19/2025

  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 paid $244.00 for a weather proof, small outdoor metal toolshed weighing 100 lb in November of 2024. delivered to me damaged by a delivery service hired by Temu. Photos taken By the delivery driver who submitted to Temu showing the destroyed shipping container. During unpacking and assembling the toolshed I identified the damaged and crushed shelves. I thought I could replace the shelves and proceeded to assemble the toolshed. Once I had assembled the toolshed to the point of installing shelves I realized that the toolshed was designed in a fashion that the brace brackets for the shelves had to attached to the shelves and then the lips on the brackets had to be inserted into designated slots of the thin exterior metal walls. Due to the dents and crushing of the shelves this did not line up. The shelve and he shelf brackets are designed components for the structural integrity of the metal toolshed. The door supports are also designed to be intrigual structural support, whith the bottom of the support bent thecdoors do nor close appropriately. I requested a reshippement from Temu. That was declined. I requested a refund. Temu responce to a refund was $11.00 and i would have to send item back. Which would mean i would have to disasseble the 600 piece shed and purchase a shipping container and hire someone to deliver the over 100 pound container to the mailing point. Then Temu would determine if they approve the refund. I rejected their offer. I made many other fair an reasonable suggestions for a resolution. Temu not accepting any of them. It has been 4 months of almost daily text/e-mails. And temu would make ridiculous offers as well e-mails stating thingvi would except for resolution then e-mail stating it couldn't t be done. Then started the same type of emails all over again request the same photos and the same part numbers. I have the photos and the part numbers as well as the e-mails verifying what I have claimed.

  Business Response

  Date: 02/27/2025

  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 the order you mentioned has been refunded to your original payment channel on Feb 24. 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. 
  
  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,
  ******