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:08/20/2025

  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.

  I entered a promotion where you had a login every day for 20 days to receive a prize. I did that and now the Temu system is saying that my address is invalid even though I ordered some thing to that address just today and it went through fine. I tried deleting on my address from the account and adding a new address and it still will not let me have my promotional item. *** asked several Temu customer service agents to help and they have not helped. They just told me how to do the promotion, which I obviously already know. Who are they told me to just add another address which I already tried that I tried that before I even asked for help so theyre not taking me seriously and their promotion I guess its a scam because theyre refusing to send my $50 item. it was the prize in the daily gift calendar. If you login for 20 days and open the gift calendar then you get the gift at the end supposedly

  Business Response

  Date: 08/29/2025

  Hello Elmo,
  
  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. We have checked the order details you provided and can confirm that your reward is currently marked as "Unclaimed and Expired."
  
  To show our goodwill and appreciation for your patience, our customer agents have issued compensation credits to your account on three occasions: August 22, August 24, and August 26. After careful consideration, we have reached the maximum limit for total compensation. They also offered you an explanation through an app message on August 26. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  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.
  
  Best wishes,
  ******

• Initial Complaint

  Date:08/20/2025

  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.

  They shows I will get $100 credit when I buy the stuff but after I bought and paid it there is no credit shows up on my account. Totally it is a cheating scam

  Business Response

  Date: 08/29/2025

  Hello Zuoping,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and can confirm that our customer service department has been following up on this issue. On August 29, they provided a detailed explanation about the rules of the activity through an email ticket. Please check your inbox for more details and respond if you have any other requests.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/20/2025

  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.

  8/3/2025-8/11/2025 $61.68 The package was left outside the apartment building. I did not receive the package at apartment 312 Temu denied resolution Temu denied a refund Continue to insist that delivery was made. After delivery was unsecured, it was dropped in front of the building and did not ring at call box 312 outside the building at the front entrance. The package was shown in an image dropped at the front door entrance of the building, unsecured.

  Business Response

  Date: 08/28/2025

  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 can confirm that your order has been fully refunded. $61.68 has been 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 further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/20/2025

  Type:Sales and Advertising 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 had originally made one purchase on July 19 2025 for $40.65 and right after that there were multiple other charges fir items I did not purchase. Resulting in negative bank account balance, I disputed charged with the bank and they temporarily refunded a.iunt but in the end gave temu back all the funds. This resulted in even more fees on my account putting me at a negative balance of 201 dollars over a 40 dollar charge.

  Business Response

  Date: 08/29/2025

  Hello *****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We are reaching out to inform you that our dedicated team has concluded there has been no unauthorized access to your account. We would like to inform you that the four orders (Amount: $8.74, $10.22, $8.49, $7.23) associated with your account have been marked as delivered.
  
  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.
  
  Our customer service department also offered you a detailed explanation on August 28. Please check your inbox for more details.
  
  Best wishes,
  *******

  Customer Answer

  Date: 09/02/2025

  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. 

  GOOD MORNING TEMU REACH OUT TO ME AND I TOLD THEM WHAT THEY DID WAS UNACCEPTABLE NOW THEY R SAYIN SOMETHING DIFFERENT N I HAD THE ***** BUT GOT RECHARGE ANYWAY ..BAD BUSINESS  

  Business Response

  Date: 09/10/2025

  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 have carefully reviewed your concern and found no signs of unauthorized access or suspicious activity on your Temu account. Please rest assured that your account remains secure. Regarding the reported deductions, we've verified that all transactions (Amount: $8.49, $10.22, $15.97, $40.65) align with valid purchase orders, and the corresponding items have been delivered. Please note that Temu does not process any charges without your authorization.
  
  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.
  
  Our customer service department also offered you a detailed explanation on September 5. Please check your inbox for more details.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/20/2025

  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.

  I am filing a complaint against Temu regarding repeated poor customer service, opaque policies, and mishandled orders. While I have experienced issues before, the most significant occurred on April 24, 2025, when I declined a single order due to a preference changea common practiceyet Temu immediately banned me from Cash on Delivery (***) with no explanation. Access was only restored after several months.Customer service is consistently robotic and unhelpful. Frontline agents provide scripted responses, and management fails to address issues. For example, a promised 600 THB credit was delayed until I escalated. On July 21, 2025, I requested an item replacement; the agent issued a partial refund without consent and ended the interaction abruptly. Requests for vouchers for broken items were ignored.Several items arrived damaged due to insufficient packaging. While low prices are appreciated, protecting merchandise is a basic expectation.I request:A formal explanation of the *** ban and policies.Full compensation totaling ***** THB for stress, delays, and mishandling.Reform of customer service escalation procedures.A 70% off sitewide voucher as a goodwill ************** engagement from senior management to address these systemic issues.Temus default practices prioritize convenience and profit over customer satisfaction. Robotic responses, delayed compensation, and opaque policies show a pattern of unfair business practices that must be addressed. The attached letter was filed with the ***. It is a condensed version of 2 letters that I sent to Temu requesting to resolve this matter privately and efficiently. However, they refused to acknowledge my second letter and ignored all requests for dialogue in both letters to both improve and resolve customer service. I am happy to furnish ******************** with the original two letters upon request. [USD $60 = ***** THB]

  Business Response

  Date: 08/29/2025

  Hello Moose,
  
  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 completely understand the distress and frustration that you have been through. In some cases, you may not be able to select Cash on Delivery (COD) as a payment option at checkout. Our customer agents have listed the reasons why you may not be able to select COD as a payment option on August 28. Please check your inbox for more details.
  
  As a gesture of goodwill and appreciation for your patience, our customer agents would like to offer you a compensation plan on August 29. Please keep an eye on your inbox for further updates. We sincerely apologize for any inconvenience this may cause and thank you for your understanding and support.
  
  Regarding the items that arrived damaged, 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."
  
  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.
  
  Best wishes,
  ******

  Customer Answer

  Date: 08/29/2025

  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. 

  Subject: Formal Complaint Regarding Unresolved Issues and Lack of Accountability

  
  To Whom It May Concern,

  
  While this response may appear professional and resolved on the surface, it only serves one side Temus. This continues a troubling pattern of evading responsibility and accountability. Like a politician skilled in rhetoric but lacking in substance, Temus actions demonstrate an unwillingness to address legitimate customer grievances with transparency and integrity.

  
  I have made repeated requests for a senior member of Temus management specifically someone with oversight of company policies to contact me directly via phone. This is not an unreasonable demand. A phone call remains the most effective and human way to work through the complex and ongoing issues Ive experienced. Yet all Ive received are dismissive policy responses and automated communications that lack empathy and substance.

  
  This unwillingness to engage meaningfully shows Temu's preference to hide behind corporate anonymity rather than face the real impact its outdated and rigid policies have on customers. This isnt just inconvenient its infuriating and deeply disrespectful to the very people who make their business viable: the customers.

  
  I am requesting the following:
  A direct phone call with a senior manager who has the authority to address policy matters and customer satisfaction;
  Compensation in the amount of ***** THB as previously requested.

  
  Let me be clear: I am not an unreasonable person. But after being ignored, placated, and stonewalled including through formal letters and this BBB complaint I am left with no alternative but to demand proper acknowledgment and resolution.

  
  If Temu truly stood behind the values it markets to regulators and customers alike, then situations like this wouldnt escalate to the BBB or FTC. The fact that they do raises serious questions.

  
  Customers are not obstacles to be managed or complaints to be silenced we are the foundation of any business. Its time for Temu to act accordingly and I will not accept anything less.

  
  Sincerely,
  *****************************************start="2608" data-end="2611">***************
  
  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,

  Moose

   

   

  Business Response

  Date: 09/10/2025

  Hello Moose,
  
  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.
  
  Regarding your previous issues, we would like to summarize: Currently, your Cash on Delivery payment method is working properly. The refund for the two damaged items in your order was completed on May 22nd. Our customer service department offered you two compensation plans on May 29 and July 28, and this is the best offer we can make for you. Please log in to your account for more details.
  
  We understand that you are worried about not using the coupons for the Temu event in time. Our customer service agents have issued the following coupons for you: 20% off no minimum spend, capped at ?734 and ?400 for orders over ?*****. The coupon will be automatically applied when you make a purchase.
  
  They contacted you again on September 10 to make a clear explanation regarding the issues you are concerned about. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  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.
  
  Best wishes,
  ******

  Customer Answer

  Date: 09/11/2025

  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. 

  Subject: Response to Temu BBB Complaint Still Unresolved

  
  Dear BBB,
  I am writing in direct response to Temus most recent message, which, once again, sidesteps the real issues at hand. To date, Temu continues to evade responsibility for its flawed business model where customer service is concerned.
  Even now, despite repeated requests, Temu refuses to engage in oral communication or schedule a phone call so that systemic service issues may be addressed meaningfully. I have asked for direct dialogue via phone multiple timestwice through BBB and three additional times via correspondence to their U.S. address. Each request has been ignored. Temu continues to hide behind anonymous, scripted online exchanges, arrogantly assuming that the anonymity of computer screens is an acceptable substitute for genuine customer engagement.
  Let me be clear: this matter is not resolved. It continues ambiguously in space and time because Temu is unwilling to confront the underlying problems. Their responses remain robotic, impersonal, and dismissive, as though compensation alone can silence valid concerns. Throwing hush money at the issue without accountability or dialogue is not a resolutionit is avoidance.
  I demand:
  A direct phone call from a C-suite executive in charge of policy making, not another front-line script reader.
  An account credit of ***** THB (USD $60)which, in truth, is still not adequate considering the arrogance, delays, and mishandling endured.
  As I stated in my original complaint (included below), Temu has repeatedly demonstrated poor customer service, opaque policies, and mishandled orders. The *** ban on April 24, 2025, imposed without explanation, the robotic responses, delayed compensation, ignored requests for vouchers, and damaged merchandise all show a pattern of unfair business practices.
  While Temu highlights small refunds and coupons as though they constitute resolution, the company continues to avoid genuine dialogue and refuses accountability. Until Temu addresses these systemic issues through direct executive-level engagement, this matter is unresolved.
  Please find below my original filing for the record:

  Me (Original Filing Summary) :
  I am filing a complaint against Temu regarding repeated poor customer service, opaque policies, and mishandled orders... [insert your full original text here for continuity]
  Temu has made it abundantly clear that they believe profits and superficial gestures outweigh customer service reform. Regulatory agencies such as BBB exist to ensure companies cannot dismiss or silence customers in this way. I urge the ******************** to hold Temu accountable and not accept their non-answers as resolution.
  Respectfully,
  Dr. ******************************** 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,

  Moose

   

   

• Initial Complaint

  Date:08/20/2025

  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 have two issues with Temu that I would like addressed:Their Gift Calendar promotion that is currently running to win free items. This promotion required daily check in and purchasing items to receive free items. On several occasions, Temu cancelled my purchases claiming unusual payment activity which caused my free items to be cancelled as well. Most of the purchases were made with store credits that they provided to me to purchase anything from their site. I don't understand how that can be unusual. They basically pick and chose which orders that were going to process. This is not right I am owed several free items that were cancelled.Also, One of my orders was delivered on August *******. When got the package off my sidewalk I saw that the bag was sliced on the bottom. I immediately inspected the bag and found one of my items was missing. I submitted a request letting Temu know that I was missing an item. My request was denied. I reached out to customer service and was told they couldn't refund or issue a replacement and thanked me for my understanding.

  Business Response

  Date: 08/28/2025

  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 reaching out and sharing your concerns. We understand how frustrating this experience must have been, and we sincerely apologize for the inconvenience caused.
  
  We would like to address the recent cancellations of your orders with the free gift items, which were flagged due to 'abnormal payment activity.' Unfortunately, this also resulted in the cancellation of your free gifts. We are currently negotiating a resolution and would like to offer you compensation in the form of Temu credits equivalent to the value of the affected items.
  
  Additionally, regarding the missing item from the package you received, we would like to inform you that we have processed a refund for this item to your Temu Credit Balance on August 28.
  
  Our customer service department offered you a detailed explanation on August 28. Please check your inbox for more 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 feel free to reach out to us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 08/28/2025

  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 ****************************************** did reach and offered a credit for missed free gifts which I responded and accepted but I have to reject this response because the bigger issue was not addressed. 
  

  My orders getting cancelled for unusual payment activity doesnt make sense. I use the same payment method each time. Some orders get processed but majority keep getting cancelled
  
  Regards,

  ******

   

   

  Business Response

  Date: 09/11/2025

  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.
  
  Following a recent review, we've identified that several of your orders were automatically canceled by our system due to unusual payment activity. Please be assured that this action was taken as a precautionary measure to safeguard your account and ensure secure transactions.
  
  Additionally, we noticed that you placed a new order at 7:35 PM CDT on September 10, 2025. We're happy to inform you that this order is currently in normal status, and you can monitor its progress at any time through the Temu app. Our customer service department offered you a detailed explanation on September 11. Please check your inbox for more 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 feel free to reach out to us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 09/14/2025

  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.   
  

  my orders were cancelled as usual. What is the point of having credits if I cant purchase what I want

  [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:08/19/2025

  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.

  I was offered a $150 refund credit from Temu if I completed an order. I immediately did so. The offer was via a regular ongoing text from them. Not only did I meet the order amount, I exceeded it. They offered me the choice of: coupons, Temu credit or ****** credit of $150. I chose ******. I never received it. I chatted with 3 different **** via chat today; they said the offer required something to do with coins and I didnt meet their criteria. The offer said nothing about coins and I exceed the amount the same day they made the offer. They wanted a screenshot of their offer. I certainly dont have that; Ive ordered many things from them and never had an issue before this. I had no reason to take a screenshot; Im sure they are well aware of their offers and text messages. They apologize and continue to talk about some coins offer/deal. Their offer said nothing about coins.

  Business Response

  Date: 08/28/2025

  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 that you are experiencing difficulties with our promotional activities.
  
  We have checked the details you provided and confirmed that your current event progress is *****% and the current event has ended. Unfortunately, we cannot make exceptions to the rules for any individual participant. Please rest assured that the activity is real and valid. Meanwhile, we value your feedback and will continue to optimize the display of the activity page to provide a better user experience.
  
  Our customer service department offered you an explanation and a compensation plan as a gesture of goodwill and appreciation for your patience on August 28. Please check your inbox for more 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 feel free to reach out to us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 08/28/2025

  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,

  ******

   

   

• Initial Complaint

  Date:08/19/2025

  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 am trying to return an item that is both not as described as it does not contain the items shown in the picture, like a solar panel, when I contacted the company they said it didn't come with one and I could return this one and buy an over $700 bindle with the missing solar panel. The unit does not work well either, or drains quickly, it is also extremely big and bulky. The item was shipped to my home however they are refusing to have it picked up from my home for the return. They are claiming I have to return it to a ***** location instead of pickup. I am disabled and live in a rural area. I can not take this item to a ***** location. I can not even move the item without hurting myself, which I hurt myself putting it back in the box already. The item is new and undamaged. I am being scammed. They are trying to refuse the return to force me to keep a sub par item that costs $410.27. I want a ***** pickup scheduled for the return and a full refund of this order.

  Business Response

  Date: 08/28/2025

  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 can confirm that your order has been fully refunded. $410.27 has been 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 further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/19/2025

  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.

  False information False advertisement Not receive items paid for

  Business Response

  Date: 08/28/2025

  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.
  
  Based on the information you provided, we are currently unable to resolve your issue. Our customer service agents will contact you to request the specific order ID, which starts with 'PO-' as well as the promotional activity you participated in on August 28. This will enable them to assist you in resolving the issue as soon as possible. Please keep an eye on your inbox for further updates.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat. We appreciate you giving us another chance to serve you.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was suspended while I had a $[amount] credit balance. The company has not refunded or released my funds. This appears to be an unfair/deceptive practice.

  Business Response

  Date: 08/28/2025

  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 details you provided and can confirm that our customer service department has been following up on this issue. They will provide you a detailed explanation about these issues you mentioned on August 29. Please keep an eye on your inbox.
  
  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,
  *******