Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,740 total complaints in the last 3 years.
2,147 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/17/2024
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 had me spend $392.60 in a half hour time period and promised me a $200 credit after all items shipped. The last item took especially long to ship and the promotion expired before it was shipped so I could not "withdraw" the credit. I spoke to Temu via their chat customer service and they created a ticket and said I would have a resolution within 24-48hrs now it's been 10 days since they said that. I call every day and speak to customer service who confirmed that I did everything i was supposed to and it's an issue on their end. I was going to use the $200 credit to buy family members Christmas gifts but now it's 8 days untill Christmas and I dont have the Temu credit that was supposed to be issued on 12-4-24. On top of that several items that I purchased as part of the promotion also have not arrived. However when I told Temu they said if they refund these items I will not be entitled to the $200 credit and that the credit should be used to repurchase said items. So now I spent $392.60 in 30min, I'm out $123.59 in merchandise I never received and can't refund nor have I received my $200 credit. The credit and merchandise missing total ******. This is scamming, and predatory behavior and it really destroyed my financial situation and Christmas season for my family as I am a single mother and care for my senior mother who is also financially dependant on me. Temu needs to be held accountable for their predatory behavior. Putting a time limit on how fast you have to spend money without telling you how much you will need to spend to receive the credit and then telling you to wait till all items have shipped while ending the promotion and not shipping their products within the given time frame and then putting in their terms and conditions that refunding or returning items for ANY reason including not receiving items appear to be tactics to makes people spend more money and takes advantage of the average shoppers impulses
Business Response
Date: 12/26/2024
Hello *****,
I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback, and we sincerely apologize for any inconvenience this may have caused. Upon reviewing the details you provided, we can confirm that we have separately issued $200 to your credit balance, totaling $400, on December 18th and December 19th. These credits are intended to compensate for the time and effort you invested in our promotional activities.
Regarding the items that you have not received, our customer service department has been diligently following up on this issue. We are committed to resolving this matter and will provide you with an update by December 25th. Please keep an eye on your inbox for further information and the resolution of this issue.
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: 12/31/2024
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.
Hi I'm not sure what to do next as at this time they still haven't refunded the items I didn't receive but they did issue the $400 credit. 200 they owed me and 200 for the 2 week delay in issuing the credit that caused major financial havoc in mine and my families christmas season but the said they would also refund the other items by 12-25-24 but that still has not happened. And I have since ordered from them and continue to have issues with not receiving items from them or i have receive empty packages containing small pieces of cardboard and nothing else. I don't know if this is their fault or the carriers fault but I know I don't have these issues with any other retailers that I order from. I have no problem accepting their offer but they have not yet refunded me the items I didn't receive as they said they would by 12-25. Thank you for reading this.

***** Giammona
Business Response
Date: 01/07/2025
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 $146.12 has been 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 Dec 28. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.
Best wishes,
*******
Initial Complaint
Date:12/17/2024
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 supposed to get 38% cashback from befrugal for this order. They say Temu denied it so I'm not getting it either. I'm owed $23.69 for that offer. I contacted Temu, but I only got deflective answers. Below, the email I received from befrugal " Hello, Here is an update regarding your Cash Back discrepancy for your 12/9/2024 Temu order #PO-211-05091666682150994. We have learned that the investigation was denied. This may have been a result of clicking on any links or popups outside the BeFrugal browser window, searching using an outside site, using a coupon code offer not listed on BeFrugal, having another coupon site's toolbar active, etc. As a result of the investigation being denied, the adjusted credit has been removed from your account. Cash Back is based on commissions BeFrugal receives from the store. If ******** does not receive commissions for orders placed directly with the store, we cannot give you cash back. These terms are explained on our FAQ page **************************************** and in our terms and conditions section ********************************************. To earn all eligible Cash Back, always follow these simple steps: 1. Ensure cookies are enabled on your computer and any ad blocking software is disabled. 2. Log in to your BeFrugal account. 3. Initiate a purchase by clicking on a Cash Back eligible link on ************. 4. Complete your purchase in your current browser window. 5. Complete your purchase in a timely manner; do not wait hours (or days!). 6. Do not click on any links or popups outside your browser window, perform a search on an outside site, click through emails, etc. Doing so could void your Cash Back eligibility. 7. Do not use coupon codes not posted on BeFrugal or download a competitor's site toolbar. This could void your Cash Back eligibility. These are the most common ways people inadvertently lose their cash back. Best Regards, **** from BeFrugal"
Business Response
Date: 12/25/2024
Hello Francesco,
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.
Upon further verification with our team members in the appropriate department, we have confirmed that your eligibility for cashback is regulated by the terms of the agreement you have with the cashback application or website. It is important to note that Temu does not have the ability to affect the cashback process, including the amount allocated to you or the current status of your cashback.
To better assist you, we advise that you contact the cashback application or website directly. They are best equipped to provide the necessary support and information regarding your cashback. This is because the cashback offer was made by the platform through which you made your purchase, not by Temu. We are committed to ensuring you receive accurate information and are guided to the correct channel for your concerns. Thank you for your understanding and patience in this matter. Our customer service department has also offered you an explanation through online chat on Dec 17. 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:12/17/2024
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.
This is an order I placed on November 14, 2024. The order was received on November 27, 2024.There were three items in the order a two piece outfit and a cap. The top for the outfit was to small. I requested a refund and I sent the outfit back. It was received by Temu on December 5, 2024. I received an advanced refund from TEMU for $2.89. The cost of the item was $24.49. I might add there was a third party (AfterPay) involved. Afterpay is stating that Temu is responsible to report to them that the item has been received. Temu's website says I should have the refund between December 5-7 2024. It is December 17 I still haven't received my refund. All the responses are the same check your bank statement we will give you 20% off a $5 credit, this is all in an attempt to get additional orders when I haven't received money I paid for an item I returned.
Business Response
Date: 12/24/2024
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 a refund of $24.49 has been processed to your original payment channel on Nov 30.

Our customer service department has also offered you an explanation through online chat on Dec 16. 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: 12/27/2024
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.
If you login to you Afterpay account you will see that order ************ was created for $43.22. This is what we paid to Temu on your behalf so that your order would process.
Temu did not refund Afterpay the full amount of $43.22, they only refunded $24.49. This left a new order total of $18.73. Whichever items you kept, Temu has told us that the value of those items is $18.73.

We took the amount you have repaid us and subtracted your new order total, which leaves us with the refunded amount of $2.89.

If you do not agree with your new order total, it is up to Temu to correct the refund they issued for this order.

This is a message from After Pay. The return order number from TEMU is PO-211-*****************-DO. I returned a two piece outfit and kept the hat as I stated in the original complaint. The $2.89 was a courtesy amount refunded to me. The amount I'm asking for is under $15.00, but it is mine.

I made two payments totaling *****, which paid for the cap I kept. I should at least receive the second payment of $10.81. I keep getting bounced between TEMU and Afterpay each saying I should contact the other. Hopefully you will have better luck than I have had.

Business Response
Date: 01/05/2025
Hello *****,

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

Thank you for your feedback. We sincerely apologize for any inconvenience this may have caused. According to our latest internal information, our customer service team has reached out to you via email on Jan 5 to provide an explanation regarding this refund issue 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:12/17/2024
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.
Temu, a chinese company that sells items dont bring my articles to me address, its been 3 items that i pay with ***** and the **************** said it was delivered at my home, but they are ******* 3 items, i tried to explain to the Temu service customer service but they ignored my complaint nor get my refund, they said its 24 hours to wait i wait 4 days and nothing happened always bring some stupid answrs like the items arrive see the delivered buttom but i said, not arrive at all,I send all kind od evidence from videos, pictures of the items i get but the others i missed and they only get on the same questionsover and over again on the customer service to get me tired and not get my refund. Those Chinese customer service are rude, they mock you and they play the silly game of not understand you to get yo tired and desist of file a refund. This company *****, im very frustratedf even its a cheap artices but they scame you and ge tfull of excuses.they said **** delivered 3 packages but not true, only one package, they lies and a supervisor called ***** its a lowballer, nasty person who dont like to refund people, they are plenty of complaints about this guy(i think they use a false name), this company is shady dont buy from them). ***** its get resolved.
Business Response
Date: 12/24/2024
Hello *****,

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

Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that the correct items in your orders were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.

Our customer service department has also emailed you and offered you an explanation through an email ticket on Dec 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 further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 12/26/2024
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.
HI I REJECT THE RESPONSE FROM TEMU, I PROVIDED A ***** THAT PROVES THEY DONT SEND MY ITEM, I GOT 21 TICKETS WITH THE SAME RESPONSE NOT TO REFUND ME BECEAUSE THEY ONLY BELIVES THERE EXCUSES NOT PROVIDE ME ANY EVIDENCE ABOUT WHO WAS IN CHARGE OF THE AREHOUSE , ANY ***** OF THEY PERSONNEL TO SEND THE ****** JUST SPECULATION. i TRIED ANY EVIDENCE TO FULLFILL MY REFUND BUT NOTHING WAS POSSIBLE, JUST EXCUSES FROM AUTOMATED BOTS, I CALL THE ***************** THE COURIER WHO SEND ME, THERY DONT RESPOND MY CALLS, I JUST GET TIRED OF LAME EXCUSES, FALSE APOLOGIES FROM TEMU, THEY MADE EXCUSES NOT TO PAY EVEN I SEND ALL THE EVIDENCE LIKE THE ***** TO SHOW I GOT MISSED ITEM. THEY LIED ALL THE TIME LIKE THEY SEND 3 DIFFERENT PACKAGES, NOT TRRUE THEY SEND ONE PACKAGE JUST 5 ****** ALSO THEY PROVIDED ID NUMBERS OF THE PACKAGES THAT ARE NOT BEEN VERIFIED , THEY ARE ARBITRARY, THEY DONT BELIEVE CUSTOMERS AND GOT A HISTORY OF SCAM PEOPLE, LIES TO THE CLIENTS NOT TO REFUND THEM, I REQUEST AS MY RIGHT OF CONSUMER TO GET EVIDENCE OF THE TIME THAT THEY SAID THEY WEIGHT MY ORDERS, THEY SHIP THEM, THEY TALK ABOUT SOME INSPECTIONS BUT NOT PROVIDE ME EVIDENCE OF THEIR EMPLOYEES WHO PACKED MY ORDER, THEY LIE ALL THE TIME AND MOCK ME WITH SARCASM , THEY NOT PROVIDED MY MISSE ITEM, SO THEY STEAL MU MONEY.
[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: 01/07/2025
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 completely understand the outcome may not always be what you were hoping for and sincerely apologize for the disappointment that the result brings to you. We have carefully checked the order details you provided and can confirm that all items in your order were shipped and packaged according to the order requirements. We have come to the conclusion that there was no anomaly in either the shipment or the delivery of your order. Unfortunately, we are unable to support your request. We appreciate your understanding in this matter.

Our customer service department has also emailed you and offered you an explanation through an email ticket on Dec 31. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*****
Customer Answer
Date: 01/08/2025
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.]
This temu ordeal is very bad, they cheat on clients. i provide all the evidences , videos, pictures, they even close my ticket, they are liars, they steal my money, they always know they dont send my item, its still missing, they said they send items but never get it, i dont care about they lying, its so sad temu its a disgrace for e commerce, thousands of people scammed by them even BBB they rate C, i dont care about temu, for me are scammers, liars, thieves, also they dont care about clients, just stupid apologies, even i send them all the evidence i got. they are scammers and for me they lie all the time, thats why people dont like this platform 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

Regards,
*****

Business Response
Date: 01/15/2025
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 3 items you mentioned have been refunded to you on Jan 15. 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.

Our customer service department has also emailed you and offered you an explanation through an email ticket **************** on Jan 15. 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: 01/17/2025
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.
hi i dont got the $5 credit that got promised me, i send a reply in the ticket but thery never answer me, also even i receive the ticket said i got refunded, its not on my bank account so since its not on my account both the credit store and the refund i dint believe i got it till i get reflect in my account.
FAQ

Regards,
*****

Business Response
Date: 02/09/2025
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. We have carefully investigated your issue and can confirm that the 2 orders have been refunded to you on Jan 19. 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.

Additionally, the $5 credit you mentioned has been issued to you on Jan 17, our customer service department has also emailed you and offered you an explanation on Jan 17. 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:12/16/2024
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 14x12 outdoor shed from temu. I only received part of the shed. I didn't receive the full shed. After I brought this to temu customer service attention, I was issued a $29 refund. I paid $570 for the shed. So in the meantime, temu is stealing my $570+ and want me to pay for shipping. This company is scamming and stealing.
Business Response
Date: 12/25/2024
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 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 further assistance, please message us through Temu.com or Temu app live chat.
Best wishes,
******
Initial Complaint
Date:12/16/2024
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.
Placed a big order which came up to $409.48. Was suppose to get a coupon bundle worth $300 for placing this order. Never received it so I wrote them. They offered a 20% off coupon with unlimited use for 7 days. They capped the discount at $20. This far from unlimited for 7 days and far from $300 coupon bundle. I want a credit of $100 applied to my account.
Business Response
Date: 12/25/2024
Hello ******,

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

Thank you for your feedback and we are sorry you are experiencing difficulties with our promotional activities. We assure you that all of our programs are authentic and effective. You have successfully completed the task and received the coupon bundle on Dec 9. The coupon bundle consists of multiple coupons that can be used on future orders. You can click on your coupons to view the specific amount and expiration date of each coupon.

Our customer service department has also offered you an explanation through online chat on Dec 12. 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 explanation about this event, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:12/16/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I participated in a event. The event was the place orders to receive coins earn 300 coins and get $100 credit back. I completed my purchases earn 300 coins and was waiting for all my orders to be shipped. 2 or 3 Days later temu canceled one of my purchases because I made multiple purchases to get 300 coins. I did not cancel this order I completed the event and earned my coins. I received a notification regarding them canceling my purchase and submitted the appropriate information that they asked for to resolve the cancellation of my orders. I still want my items I'm waiting for temu to reorder my items because I never canceled my order I still want my items. If I need to reorder them because of their s**** up I will. I spent over $200 to get the 300 coins so I could get the $100 credit. Again temu canceled my order I had to make multiple purchases to get the 300 coins. I did not cancel it. Now because Timo canceled my order I am told I didn't earn enough coins and I cannot get my $100 credit I've tried talking to them about the situation and they still say I don't qualify even though it was their cancellation that screwed up my qualification.
Business Response
Date: 12/23/2024
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.
Thanks for your feedback. We apologize for the inconvenience. We checked the details you provided and confirm that your order has been cancelled by our security department because unusual activity was detected during the payment process. To resolve this issue, we recommend the following steps:
1. Trying another payment method.
2. Check your card balance.
Our customer service department has also offered you an explanation through an app message on Dec 17. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
We hope this information helps. If you have any further questions or concerns, please do not hesitate to contact us through Temu.com or Temu app live chat.
Best regards,
*****

Customer Answer
Date: 12/25/2024
They make no attempt to provide my credit back with the cancellation they made on my order I am not reordering my items unless I get my credit back

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: 01/14/2025
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 can confirm that your order has been fully refunded to your original payment channel.
We confirm that your order has been cancelled by our security department because unusual activity was detected during the payment process. To resolve this issue, we recommend trying another payment method or checking your card balance. Our customer service department offered you an explanation through an app message on Dec 17. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.
Best regards,
*****
Customer Answer
Date: 01/14/2025
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.
They literally sent the exact same message two times in a row. This must be a automated response. On my temu account they made it so I couldn't respond to the messages I sent earlier so I can't even talk to them about my problems. They still have made to resolve any of my issues or **** respond about my credit back that I earned.

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: 02/08/2025
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 provided a detailed explanation and a compensation plan on Feb 7. 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:12/16/2024
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.
Never got the package it was delivered to the wrong address and they will not refund my money
Business Response
Date: 12/23/2024
Hello *****,
I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Dec 12. If there are any issues with the delivery of the package, please provide us with any pictures or videos so that we can use them to investigate further with the logistics provider. Our customer service department has also offered you an explanation through an app message on Dec 21. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
Best wishes,
*******
Initial Complaint
Date:12/16/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov. 30, 2024 I ordered ***************************************** Table with Adjustable Height, Dual Storage ************************** along with two other items. The other two items in this order have since been delivered. Around Dec. 8, 2024 this item had still not shipped so I spoke to the shipper(WLIVE) through a chat function on Temu. On December 8, 2024 ***** followed up by stating that due to an unexpected issue with their warehouse, they were unable to confirm a shipment date. Then they stated "As a token of our appreciation for you understanding, we invite you to place your order again at any time that suits you." Several back and forths over several days and I convinced ***** to provide a $20 refund after delivery if I canceled the current order and placed a new one. On Dec. 11, 2024, Temu canceled the order and issued a refund and $5 credit. On Dec. 13, 2024, I placed a new order for the exact same item. Temu canceled that order due to "unusual activity". I used the same payment method and shipping information as for the two delivered items previously mentioned. I ordered this item for a third time on Dec. 14, 2024 and applied all credits received throughout the course of this ordeal. Through a chat with Temu, a representative stated, "Rest assured that we will be making sure this will not going to happen again." Today, Dec. 16, 2024, ***** reached out and stated "We regret to inform you that due to an unexpected issue with our warehouse system, which is still under repair, we are currently unable to confirm the shipment date for your order. Sorry for such trouble." I had been assured previously by Temu that this order would be delivered by December 24, 2024(Christmas Eve!) but I have no faith this will occur due to the experience I have had. This item has remained for sale on Temu this entire time. I wish to see this item shipped and delivered as promised. If not, a full refund, apology, and possibly credit/coupon.
Business Response
Date: 12/23/2024
Hello ******,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have investigated this issue and our team has confirmed that the package was delivered to you on Dec 19. We sincerely apologize for any confusion and frustration caused by this issue and we appreciate your patience and understanding during this time.

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: 12/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

****** ******
Initial Complaint
Date:12/16/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order. It was shipped in 2 different packages. I got the first shipment but not the second. Temu is refusing to return my money for the package that I never received, because the mail carrier says he left it. Temu has not given me any proof that the package was left at my address. I have cameras at my home and have not seen porch pirates eitherp
Business Response
Date: 12/23/2024
Hello *****,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address.

Our customer service department has also offered you an explanation through an email ticket on Dec 15. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*****
Customer Answer
Date: 01/05/2025
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,
*****
I looked all around my house and checked with neighbors not sure where the postman left the package a picture of where it was delivered would help I did not receive the package that I am being charged for I have reviewed the cameras at my home and it doesnt show the postman leaving anything other than my mail in the mailbox this package from Temu Would not have fit in my mailbox

Business Response
Date: 01/13/2025
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 completely understand the outcome may not always be what you were hoping for and sincerely apologize for the disappointment that the result brings to you. However, please note that this is the investigation result: the package has been successfully delivered to the correct address. We understand that you are requesting a refund, but according to our Terms of Use, we cannot offer this option in this situation as the package was delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.

Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.

Best wishes,
*****

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