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:06/12/2025

  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 have placed several orders through out the past 2 and a half years on Temu.com and when items have been unsatisfactory due to discrepancies between what was shown on the website versus what was delivered or when items arrived outside of their expected delivery window I have processed a return. Temu advertises 90 day free returns for their customers. However, on June ********, 2 days after placing an order I received an email stating my account was suspended due to too many returns. I have checked the user agreement and return policy neither of which outlines any such limit. I have $328.35 in my credit balance that I am now locked out of using. I would like to have my account reinstated to be able to use these credits or for them to refund me to my bank account if they will not reinstate my account.

  Business Response

  Date: 06/22/2025

  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.
  
  Your Temu account has been suspended due to the following reasons:
  1. You may have previously disputed or are currently disputing Temu charges with your financial institution
  2. You have requested refunds for a significant number of your orders and the rate at which such problemshave occurred on your account is too high.
  
  If you think either there is a misunderstanding in this process such as the dispute about Temu charges between you and your financial institution has been settled or the amount of refund requests for yourorders is reasonable, you can click on card and provide relevant information as shown on thepage to filean appeal. Please be aware that submitting an appeal does not guarantee that you' I regain access toyouraccount.
  
  Our customer service department offered you an explanation on June 22. Please check your inbox 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,
  *******

  Customer Answer

  Date: 06/22/2025

  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. 

  Hello,

  You stated a message was sent to me on June 22. However, I have not received any information in my inbox with a further explanation of the status of my account. You also gave me instructions on how to file an appeal, however I have tried multiple times to go this route only to be met with an automatic email reply stating more details needed regardless of how detailed my initial appeal message has been. I would like to have my account reinstated as I do believe the number of returns I made were justified as a consumer 
  
  Regards,

  ****

   

   

  Business Response

  Date: 07/02/2025

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. 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 on this issue, 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:06/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Somewhere around the 1st week of June 2025, TEMU decided that I had made too many returns and because of such, have suspended my account. They are currently holding $61.10 of my money, refusing to unsuspend my account, or provide me with my money. No where in their ****************** does it state anything regarding how may returns can be made. I looked and read through them all. I feel as though all of my returns were validated, everything was returned in the same condition that I received it and I was provided a refund on any/all items returned. They continue to tell me to file an appeal, however, it doesn't matter what I say, or how much relevant information I provide to them, they continue to keep my account suspended. Ive admitted that I have made several returns as I did purchase some items more than once, had items come broken or not at all, most were not as described, and very poorly packaged. I did let them know if they refused to provide me with a refund, I would be filing with the BBB, the ************************, and The ************************ in order to get my money back. I let them know that I no longer wished to hold an account with them, and therefore I didn't care if they wanted to keep it suspended. Despite everything however, I do feel as though I am entilted to the money in which they are holding from me in the amount of $61.10. The account is under ******** ******* as I did get married, but legally it is still ***********, so I apologize for any confusion within that aspect.

  Business Response

  Date: 06/20/2025

  Hello ********,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We sincerely apologize for any inconvenience you've experienced with your account. Upon review, your account has been suspended. However, you may initiate an appeal fur further verification.
  
  Furthermore, we understand you are looking to withdraw the credits from your account. Regarding this, our customer service department has already contacted you via email and is currently following up on this matter. 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: 06/22/2025

  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 # ********. 

  They have not offered a resolution. They've simply stated that my account is suspended for sending back multiple broken items, items that aren't as they appeared, some that I ordered too many of, and how many returns can be initiated are not in their return policy anywhere as I read through it throughly. It was my understanding that The BBB would aid you in getting your money back due to the actual company keeping various amounts over time and now that it's added up to one large amount, they've suspended my account so that I am unable to use it, and they're offering no solution of as to how I could possibly get it back. They say to file an appeal but I have filed multiple appeals, all of which have gotten me no where. It does not matter what is said, what is done, or if I just 100% claim to agree with them, they still deny all access to the account. No where in their terms and conditions does it speak on being able for them to suspend your account, or how long they can keep it suspended for. I do know of other people that have monies tied up with suspended TEMU accounts as well, and they've been that way for well over a year. TEMU has no intentions of refunding anyones money, nor do they have any intentions of un-suspending anyones account so that the amount available can be used. I absolutely want nothing to do with TEMU as far as their products go. Me accepting an unsuspended account would be generous on my behalf and don't feel as though I should have to do so in order to get my money back. Money that I PAID to TEMU, in some form or fashion. It's extremely unfair that they're able to get away with such a huge scam site and no one is even remotely attempting to take it down. Hopefully, more complaints will be received and someone will finally decide to do something about it. 

  
  Regards,

  ********

   

   

  Business Response

  Date: 07/02/2025

  Hello ********,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have carefully investigated your case with the relevant department and can confirm that our customer service team emailed you with a proposed solution on July 1. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter. Thank you for your patience.
  
  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:06/12/2025

  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 purchased a vaccume cleaner a few weeks ago and the vaccum cleaner does not pick up debris good. I have to hand pick up debris that vaccum cleaner won't pick up. I have been try for a week to return the vaccum that is no longer showing in my orders. That's crazy, I bought from Temu. I bought another vaccum cleaner less than a year ago from Temu and motor has gone out and Temu isn't assisting with defective vacuum cleaners. I am very disappointed you are selling bad merchandise. I posted videos of both vaccum cleaners and it malfunctions

  Business Response

  Date: 06/23/2025

  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 for the inconvenience this may have caused. According to our latest internal information, our customer service team has reached out to you via email on June 21 to provide assistance 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:06/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order time: Mar 11, 2025 Order ID: ************************ 2 bags of 110g Pack of Natural Sandalwood Incense Sticks and 1 bag of Sandalwood Incense Sticks,110g Pack - Natural Wood Aroma all 3 bags supposed to be made of Natural Sandalwood. But found not real genuine Sandalwood, no smell, fire on long time can only burn a little, once move away fire the stick won't continue burn quickly extinguished. So useless.I did check in beginning, want to return at that time, then busy and forgot,thought already returned. But actually left in a corner then keep on busy didn't realize not return yet until yesterday midnight March 10th 11pm check right away found just pass 1 day over 90days free return policy. First time 1am March 11th contacted their first ***** telling can refund partial $5 or $7onlinecredit. I refused,then 9am in the morning contacted again, an ***** submitted a ticket to their team leader. then afternoon got Temu **************** Team ****** email telling no refund since over 90days. team leader even worse than first *****.the issue is temu selling fake products misleading customer like me, even over 90 days just one day refuse refund. It is illegal to sell fake items online. every company including temu should guarantee all products authentic even after their 90 policy. For any fake product should refund no time limit.

  Business Response

  Date: 06/17/2025

  Hello Guangfen,
  
  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 are sorry to inform you that we cannot support your return/refund request as it has exceeded 90 days after your order was submitted. Please understand that Temu's return and refund policy has a return window of 90 days after the day of purchase. Much as we would like to help you with the return and refund, we apologize that we cannot meet your expectation this time.
  
  We also want to emphasize that, according to our return and refund policy, if you are not satisfied with any items you received, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). For detailed return instructions, please visit ****************************************************************.
  
  Our customer service department has also offered you an explanation through an app message on June 11. 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:06/12/2025

  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.

  TEMU continuously sends you offers with "unbelievable" discounts! But when you enter into the process the terms constantly change! And when you checkout the offered items do not appear! When questioned they claim you should have read the "rules." But nowhere in the offer are the specific rules noted! This is obvious "bait and switch!"

  Business Response

  Date: 06/19/2025

  Hello Ed,
  
  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. Please rest assured that our activities are real and valid and will have different challenges depending on the value of the prize. We advise you to carefully read the activity rules and complete each step according to the provided instructions. If you follow the instructions, you will eventually receive the rewards that are rightfully yours.
  
  Our customer service department has also offered you an explanation through online chat on June 11. 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,
  *****

• Initial Complaint

  Date:06/11/2025

  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 have a credit with Temu due to a purchase refunded. I have been trying to use the credit but unable to log in because "the system is busy; try again later". I shopped with Temu once and as soon as I use the credit I am owed, I am done with Temu. It's just too difficult to shop on the website plus every item I bought on Temu were not useful nor were as descibed.

  Business Response

  Date: 06/17/2025

  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 sincerely apologize for the inconvenience you've experienced with logging into your account. 
  
  Based on the information you provided, we are currently unable to resolve your issue. If possible, please send us your order ID, which starts with 'PO-', and the email address or telephone number associated with your Temu account. This will enable us to assist you in resolving the issue as soon as possible.
  
  Regarding the issue of being unable to log into your account, this may be caused by a temporary server error or network connectivity issue. We recommend trying to log in again after a short while or when your internet connection is more stable.
  
  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:06/11/2025

  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.

  Temu continuously runs promotions, saying, if you make a purchase for a certain amount.They will give you promotional items. After the purchase is completed, then they add on different rules and regulations to get the promotional items. This makes it a bait, and switch situations. They say, i'm sorry, the rules didn't show before, but these are the rules now you have to explain all of the rules before not after the purchase.

  Business Response

  Date: 06/18/2025

  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. Upon checking, you have completed the activity. Instead of delivering all the gifts at once, the rule of claiming gifts over several days allows us to secure more free gifts and discouts for customers. We appreciate your understanding in this matter.
  
  Our customer service department has also offered you an explanation and Temu credits as compensation through an email ticket on June 13. 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:06/11/2025

  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.

  Temu stole my money electronically and wouldnt return it.

  Business Response

  Date: 06/19/2025

  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, after our investigation, we can confirm that we haven't detected any unusual/unauthorized charges in your account. 
  
  Furthermore, we have verified that the package has already been delivered. If you are not satisfied with the item in your order, you may apply for a refund within 90 days of purchase. To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:06/11/2025

  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 ordered a necklace and it came with scratches on it I reached out to the company for a resolution and they arent taking accountability or trying to help with any type of resolution so at this point Im wanting a full refund for the defective product I dont want any type of store credit I would like my money back , if you zoom into the photo you can see the scratches

  Business Response

  Date: 06/17/2025

  Hello ******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused.
  
  We have checked the order details you provided and are pleased to offer a full refund for your order to your original payment channel ($1.64) and Temu Credit balance ($7.1). Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:06/10/2025

  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.

  PO-211-***************** PO-211-***************** PO-211-***************** PO-211-***************** PO-211-***************** I like this order to be refudned as when I contacted Temu they refused to refund Claiming they did their own review I ddint revived these orders

  Business Response

  Date: 06/20/2025

  Hello Soo,
  
  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 offered you a partial refund for your order. They also provided you a detailed explanation regarding this issue. 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,
  ******