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:02/18/2025

  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 entered to buy 5 small cheap items, please see my screenshot attached, with the prices allocated to each item, the subtotal would be $11.90 not $18.85, TEMU applied %9.5 tax to $18.85, then subtracted my previous TEMU credit of $6.95, and came up with total of $ *****. I started a chart online with agents/robots for 4 hours trying to ask them for correct this miscalculation with no results, the only reason I am persisting in having my voice heard, is to inform all customers about how deceiving this ********************** is, stealing money with misadvertisement, sending you used/broken items, damaged packaging, and not taking any responsibility. I don't think that I will trust them for any purchases any more

  Business Response

  Date: 02/26/2025

  Hello ******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We would like to clarify the breakdown of your order total:
  
  The total price of your items is $18.85.
  The sales tax is $1.79.
  We applied a Temu credit of $6.95 to your order.
  Therefore, your final payment amount is $13.69 ($18.85 + $1.79 - $6.95 = $13.69).
  
  The $11.90 price you mentioned represents the final price after applying all discounts and the Temu credit, but before the tax was added. We hope this explanation clarifies the pricing for you. 
  
  Also, we apologize for any confusion caused by the price calculation. As compensation, we have provided Temu credit to your account on Feb 20. ********************** 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. 
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Feb 21. 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,
  *****

• Initial Complaint

  Date:02/18/2025

  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 am filing a complaint against TEMU for denying my refund despite following their return process.Order ID: ************************ Return ID: **************************** Order Amount: $179.55 Tracking Number: ************ I purchased a Bigme Hibreak from TEMU but returned it due to a manufacturing defect. TEMU provided a ***** return label, and I dropped off the package on January 30, 2025. The return was confirmed on TEMUs website.On February 10, 2025, a TEMU representative confirmed my return was received by their warehouse and stated that I would receive a refund after inspection. However, on February 18, 2025, I was notified that my refund was denied because TEMU claimed they never received the package.I escalated the issue to a higher-level representative but was given the same response, contradicting their previous confirmation. Since TEMU provided the return label, they are responsible for investigating the shipment with *****, rather than penalizing me for a lost package.Resolution Requested:I demand a full refund of $179.55 to my original payment method, as I followed all return instructions. TEMUs handling of this issue is unfair and misleading.I request BBBs assistance in ensuring TEMU upholds its return policy and resolves this matter fairly.

  Business Response

  Date: 02/25/2025

  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 have checked the order details you provided and are willing to provide you a full refund for your order. 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. Our customer service department will offer you an explanation about this issue 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

  Customer Answer

  Date: 02/25/2025

  [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,
  
  Ho *** ****

• Initial Complaint

  Date:02/18/2025

  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 pool vac from tumu and it was sent by another vendor the vac broke after 5 months and the unit has a 1 year warranty so i went back to tumu and they said that it has been over ********************************************************************************************************************************************************************************* the water which i did I sent all the required info to them I called them and asked if they received it and they said yes and they would call me back the same day to either tell me if it need a part or replacement under the 1 year warranty which i made a copy of the page in the owners manual I did not hear anything I called again the next day no tel answer I called several times over a period of two days no answer so I went back to tumu and was told not there problem they should take ownership for selling me the vac and either call vendo and tell them to fix or replace if the vendor does not tumu should they still sell the unit on there website can you help me with this all I want is to either get a refund or they unit repaired or replaced

  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. 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 department has been following up with the merchant, 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:02/18/2025

  Type:Customer Service 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.

  They offer several promotions with a variety of rewards, all of which are unbelievably difficult and time consuming. But my complaint is about the hat trick promotion where they offer you 3-5 free items for referring new people. I have several successful referrals on other tasks that DONT involve free items. All of which have been successful. But on the free items promotion, I have now completed this three times, all three times I had a successful referral that completed all of the requirements on my end and their end. Every single referral that I have gotten while trying to complete this specific event have mysteriously not shown up in the system. I contact customer service every single time and they tell me I'm sorry you have no referrals on record. I send them screenshot proof, screen recordings even, of me and of my referral completing every last step of the process showing the completion messages on our screen and every time I send them proof they come back with something new oh they didn't verify their number. I send them proof that they did. They didn't verify their email.. I send proof of this as well. Oh well we can't count your referral because it's of a high risk according to our risk assessment team sorry you'll have to refer somebody else. I refer somebody else and again it mysteriously does not show up. But I make a referral anywhere else on the website that doesn't result in free items and it goes through perfectly fine. I start to argue with customer service and it's three times now they've gotten to the point where they said oh we're escalating your complaint to the highest authorities here at temu. We will get back to you as soon as we can... Every single time nobody gets back to me until literally minutes after the event ends. And I'm sent a message saying sorry the events over there's nothing we can do for you anymore. And immediately my referral starts getting their email and cell phone spammed relentlessly with random sales and spam calls

  Business Response

  Date: 02/25/2025

  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 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 ********************************** telephone number associated with your Temu account that participated in the hat trick promotion. 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:02/17/2025

  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.

  Hello, this item was delivered in December right before christmas. The shown item in the photo is what I expected to be delivered however that's not what I received. All I received was the tent part and nothing else. There was no stand or anything which was what was supposed to be delivered with it and is pictured in the photo. I would like my money back on this item as now they say it has been discontinued. I have found no way to contact them at all. I can't even find the order number or my account number listed in the app.

  Business Response

  Date: 02/24/2025

  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.

  As our valued customer, we have processed a refund of $37.25 for the item Single Person Outdoor Tent which was processed to your original payment method (Affirm) on Feb 24. Once the refund has been successfully processed, please note that it may take 3-10 business days for the money to return to the original account (Affirm). Our customer service department offered you a detailed explanation through an email ticket on Feb 24. 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,
  *******

• Initial Complaint

  Date:02/17/2025

  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.

  This claim pertains to Return ID ****************************. I returned three items in this package and shipped it back via *** (tracking number: 1ZE366C39001993581). I dropped off the package on February 10, 2025, and the last tracking update shows it was in *******, **, *************, at 7:04 PM on the same day. Since then, there have been no further tracking updates.According to ***, they recommend that Temu initiate a claim, as the package appears to have been lost in transit. Despite multiple attempts to resolve this issue with Temu, their response has been repeatedly dismissive, simply asking me to "keep waiting" without taking any action.This is unacceptable. The loss of the package is clearly due to ***'s failure, and as the retailer, Temu is responsible for assisting in resolving this matter, including filing a claim with *** and issuing my refund. I should not be held accountable for an issue beyond my control. I am requesting an immediate resolution.

  Business Response

  Date: 02/24/2025

  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 items you mentioned have been refunded to your original payment channel on Feb 18. 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. 
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Feb 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:02/17/2025

  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.

  informed temu multiple times about missing items in package. they refused to assist.

  Business Response

  Date: 02/24/2025

  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 were indeed packaged and shipped to you. 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 offered you an explanation through an app message on Feb 20. 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:02/17/2025

  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 ordered a grommet press that comes with 900 grommets and 3 sets of dies. There are missing parts. The seller says the parts are not included, but their advertising on Temu says they are. I have attached screenshots here and in my correspondence with them proving they said they are, in fact, included.

  Business Response

  Date: 02/24/2025

  Hello ***,

  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

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

• Initial Complaint

  Date:02/16/2025

  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.

  The order was marked as delivered. But it is not at the grey lockers that are for my apartment. They were left somewhere else and the company is refusing to refund or reship because they said it must be with a neighbor. It was not delivered here. It was delivered to a 7 11 store miles away

  Business Response

  Date: 02/24/2025

  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 your order details and found that you have initiated a dispute on this order. 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 and we will be more than happy to assist you with your request. 
  
  In addition, we understand your frustration during this time and our customer service department has offered you a compensation plan through an email ticket **************** on Feb 24. 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,
  *******

  Customer Answer

  Date: 02/24/2025

  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,

  *******

   

   

• Initial Complaint

  Date:02/16/2025

  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.

  Multitude of internal/or external illegal activity that the company may be aware of, or not, involving thieves within the company, or 3rd party selling phished information through payment method/ personal information, and it seems entirely possible they are remotely accessing your account during app usage, presenting incentives who wouldn't turn down? Unbelievable incentives. "Such as 6 free items for all your loyalty" etc. Many, many, occasions where the incentive was never fulfilled, or a BS statement "You didn't meet the 30 minute window to invite friends, have them sign up, and purchase something". I was never given the agreed incentives, they would magically "disappear". I do admit on small occasions there was times when the incentive for a coupon would come through, but that is suspect, to keep you coming back for more...All in all, I'd like to pursue this loss, and illegal engagement of privacy payment sharing. Which is clearly stated on their app/site that its 'encrypted'. Hopefully, in pursuing this I am able to at least retrieve the money I spent. Receiving the entirety of the money spent with this disgusting company, would not even be justified, I think it is rightful to sue for a large sum for criminal activity, and false advertising, not to mention half the products you buy you have to return a week later. Through contacting ****** I was able to confirm there was a spoof area code number attached to my ****** that has been there without my knowledge since 2020. Also, who knows what else is being compromised, when using other payments methods such as Apple Pay, or Venmo. I used all three. With different accounts, confirmed to never achieve their mini games to 100% after spending thousands on each account. I've had it tuff with medical morbidity, and I would like to spread awareness regardless of money. Although it would help me attend *** for Computer Science: AI Technology!Thank you,****** *******

  Business Response

  Date: 02/23/2025

  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 and our referral rewards program. We assure you that our programs are genuine and effective, and numerous users have already completed the tasks and received rewards for their efforts. If you need detailed explanation of the specific activity that you participated in, our kind suggestion is to contact our customer service through ******************** and ********************** app live chat. They are empowered to provide a quick and thorough solution. Thanks for your patience. 
  
  Plus, Temu is an e-commerce company that connects consumers with millions of merchandise partners, manufacturers and brands with the mission to empower them to live their best lives. Temu is committed to offering the most affordable quality products to enable consumers and merchandise partners to fulfill their dreams in an inclusive environment. With our strict privacy policy and proprietary data protection system, you can trust Temu to keep your information safe.
  
  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,
  ******