Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Shopping.

Complaints

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

Customer Complaints Summary

5,101 total complaints in the last 3 years.
2,144 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:11/27/2024
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 have not placed an order and my bank got two charges of $19.99 on November 18th two different charges of that now it put me in the negative so now I've got a $17.44 insufficient fee that I pay and they're not helping me I've gave them all the information they asked for the card that was used and they're well we can't find an order exactly because I didn't order anything but they still charged me
Business Response
Date: 12/04/2024
Hello Kylie,
I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback, and we apologize for any inconvenience this may have caused. Your case is out of the norm. To assist with the further investigation of your case, our customer service department sent you an app message on Nov 29 to request additional information. Please check your inbox and respond accordingly. We are eager to find a solution for you, and we greatly appreciate your cooperation and patience.
We are more than happy to receive your reply and would like to verify it for you. If you need any other assistance, please don't hesitate to message us through Temu.com or Temu app live chat. Hope you have a great day!
Best wishes,
*******
Initial Complaint
Date:11/27/2024
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 am one of many in my area that have been a victim of Straightship. I, like many made a Temu order, which I have never had an issue with before. Today my package was updated as delivered, but my package was not received and the picture they uploaded as proof of delivery was not a building I recognize in my area at all and certainly not the building I live in. I have seen many of the same stories on social media from people in my area who never receive the packages and the photos uploaded are not of their residence. There are also never any house/apartment numbers in the photos, so claims by people being ripped off cannot be confirmed. I've uploaded the picture that was given as proof of delivery as an example. The order number I gave was the one through Temu, as once they set it to resend, I could no longer access my tracking number through Straightship
Business Response
Date: 12/12/2024
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 we have resent the package and it was delivered to the correct address on Dec 7. You can check more details in the Temu app or on Temu.com.
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:11/27/2024
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.
Company refusing to return my $149.19 for merchandise returned 6 weeks ago
Business Response
Date: 12/04/2024
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 your order details and found that you have initiated a dispute on this order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time.

Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company and we will be more than happy to assist you with your return request.

Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 28. 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,
*****
Initial Complaint
Date:11/27/2024
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.
The shipper created more than 500 ***** Labels for me by error, these labels are useless and too many. The labels show in my ***** APP and make my ***** app collapse and cannot receive any new tracking ID!!! And it makes me unable to use the ***** app anymore!!!This is the information of the shipper of this product:Furniture Direct Warehouse, LL HOU1-FDW-2400750 *************************************************************** ********** The shipping information (including shipper name, shipper address, shipper company, etc.) of the logistics tracking number ************ of order PO-211-***************** is consistent with the shipping information of the 500 labels.I cannot delete the labels on my ***** mobile phone app.I have contacted ***** customer service many times and spent a lot of time, every ***** customer service told me that they had no authority to help me delete the labels! ***** customer service told me that there were some bugs in the shipper software.This problem is caused by a software bug. The previous investigation by Temu shows that "Merchant's system only shows one tracking number created", this cannot deny that there is a bug in the merchant's system. Bugs may not necessarily be displayed in the normal software process. All the information on those labels is consistent with the merchant's information, and the creation time is also the same, which means that the labels created by the merchant for me caused the bug (bug in ***** or merchant's system) to be triggered and more than 500 labels were also created.This bug is either a problem with the merchant's system or a problem with *****'s system. No matter whose system the bug is, it is caused by the merchant using the system. Temu is responsible for helping me contact ***** to solve the problem.The best solution is for Temu to contact someone with authority at ***** to remove those labels.I have been communicating with Temu customer service for three months, but the problem is still not solved.
Business Response
Date: 12/04/2024
Hello Liangyu,

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 looked through the information that you provided and double-checked the details with our colleagues in the relevant department, and we can now confirm that only one label was created by us. ***** has also verified that the other tracking numbers are not linked to us.

Additionally, according to our latest internal information, our customer service team reached out to you via email on Nov 20 to provide assistance and is awaiting your response. 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,
*******
Customer Answer
Date: 12/05/2024
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.
I trust the merchant did not create this by hand. This problem is caused by a software bug. The previous investigation by Temu shows that "Merchant's system only shows one tracking number created", this cannot deny that there is a bug in the merchant's system. Bugs may not necessarily be displayed in the normal software process. ***** has also verified that the other tracking numbers are not linked to us. This cannot deny that other tracking numbers are not linked to the merchant's system platform, because it may be a bug in the merchant's system platform, which let the tracking numbers are linked to the merchant's system platform developer account but not linked to the merchant. All the information on those labels is consistent with the merchant's information, and the creation time is also the same, which means that the labels created by the merchant for me caused the bug (bug in ***** or merchant's system) to be triggered and more than 500 labels were also created.

This bug is either a problem with the merchant's system or a problem with *****'s system. No matter whose system the bug is, it is caused by the merchant using the system. Temu is responsible for helping me contact ***** to solve the problem.

The best solution is for Temu to contact someone with authority at ***** to remove those labels.

This is my ***** account information:
Name: ******* **
Account number: *********
Address:
******************
APT 504
***********, **
63112-1935 *************
Phone: **********
Email: **************************

I have attached the evidence and some information.
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,
Liangyu

Business Response
Date: 12/17/2024
Hello Liangyu,

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. We will provide you with feedback as soon as we 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,
*******
Customer Answer
Date: 12/18/2024
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.
Thank you for your reply. I received Temu's response by email. The attached Excel file contains all the tracking numbers in my ***** account now. They have the same Purchase order number & Invoice number (240806JMJ-C27) as tracking number ************ under order PO-211-*****************. All the receiver address of these tracking numbers is my home address.

I have not received any unintended shipments until now.

If any details are updated, please let me know as soon as possible. I need the technical details.

Please give me the details of the solution and explain why this issue happened, tell me more details.

I have attached some files, that may help you.

Looking forward to hearing from you, thank you!

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,
Liangyu

Business Response
Date: 12/30/2024
Hello Liangyu,

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 to us. We appreciate your patience and cooperation during this process. We assure you that our customer service department is doing its best to address your concerns promptly. Upon checking, they found that additional time is needed to find a solution with the ***** IT Team.

Our customer service department offered you an explanation regarding this matter through an email ticket on Dec 23, 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,
*******
Customer Answer
Date: 12/30/2024
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.
Give me the details about why this happens and give me details of solution.

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,
Liangyu
Initial Complaint
Date:11/26/2024
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.
I made a purchase with Temu and before I confirmed my order I updated my address and removed the old address from my account. When I updated the address I believe that would take care of the default and permanent address on my account especially since I removed, deleted the old address. Well Temu system or who ever does their updates did not change my address and sent all my order to the old address and when I notified them of their error they would not correct their mistake but told me I needed to contact the ******* to try and change the address. Well I did try to contact the curriers and it was three different companies and they said the sender had to change the address. So Temu sent the package to the wrong address I didnt receive it but they would not refund me money. They are trying to one say I received it because the ******* said it was delivered to *** ******* but no signature to prove I signed for it. Second they are trying to lie and say I provided them with the address now so they wont be held responsible for their mistake because it was many packages that they sent and they are not wanting to refund me. So they are stealing my money because they made that error. And they now they wont take accountability for their mistakes. I have got to now go through my bank to dispute this transaction. Not only that other items that I order was in processing and I tried to modify the address to the correct address and they would not do it. I kept asking them to correct their mistake and they keep sending me emails Saying they was investigating while they were still sending orders out to the wrong address. The ruined my Thanksgiving plans because I am out of the money I spent and have no products! Temu need to be shut down. They are not adhering to their own policies. Then they tried to censor my reviews when I wrote about what they did they removed it until I threaten to sue them for violating my civil rights. They have fraudulent kept my money for products I did
Business Response
Date: 12/05/2024
Hello Joy,

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 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:11/26/2024
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 scammed by Temu. They charged and shipped many items without my knowledge or consent. Temu is only allowing a full free refund for one item per each order. This took out over $200.00 out of my bank account leaving me in overdraft of -$85.00 plus owing Affirm payment company $300.00. Temu got their money for most of these items through Affirm and now I owe Affirm $300.00. I need these items fully credited to me so that my credit report with Affirm stays in good standing.
Business Response
Date: 12/03/2024
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, after our investigation, we can confirm that we haven't detected any unusual / unauthorized charges in your account. Please check with your family if they placed the orders using your account or debit card.

Furthermore, we want to emphasize that all our payment links have obtained ************************** Security Standard (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID Check, **************** SafeKey, Discover ProtectBuy, and JCB J/Secure.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 12/07/2024
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.
[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.]
Again, I did not order these items. I have all the items to mail back to you. I am requesting a Postage Paid Label to return these items to you. Next, for you to alert Affirm that the items have been returned so nothing is owing and I would have a zero balance with Affirm. Thank you for honoring my request.
***** *******

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: 12/16/2024
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 that this may have caused.

If you would like to return the items, 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 ****************************************************************.

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 (up to 30 days) for it to appear since timing depends on your financial institution.

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

Best wishes,
*****
Customer Answer
Date: 01/02/2025
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.

***** *******, do not accept the Closure of this Complaint. If I was to answer something and didnt, I apologize. If you will tell me what to do I will do it as I very much want to return these items and get credit to my Affirm account. I did not order these items. I cant afford to send them back as I make about $1,000.00 a month from Social Security Disability income and must pay rent and food. All I am asking for is a postage paid label and container to return the items I did not order. Please reopen this complaint.
***** *******.
Business Response
Date: 01/09/2025
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 contacting us. We understand your concerns and we sincerely apologize for any frustration or disappointment you may be experiencing.

To further investigate this matter, our dedicated customer support team has reached out to you on Jan 8 through email you provided. 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: 01/15/2025
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.

This letter is in response to your letter on January 8, 2025.
Again, I did not order these items and I want a Postage Paid label to return them. I did return eight items per the Temu Policy I want to return the other items and have the refund credited to my bank account and to the AFFIRM account. I have repeated my desire several times to the BBB and Temu.com and recently I have gotten AFFIRM involved. My address is *******************************************************. My phone number is ************. *************************** is my email address. At one time I did email you from my mother's computer as I was ill and staying with her. If that caused confusion, I apologize.
Order numbers that came with the packages are:
05877579367032487
05877639880312487
05877666714232487
0587759331391248
14123939052152487
07874750336632487
20244263916152487

This is all the information I know to give to you that would connect you to my Temu account and also my AFFIRM and BBB account..

To repeat, all that I desire to bring closure to this extremely unfortunate experience is as follows:
1/ Temu send me a Postage Paid label so I can return all the items TOGETHER in one package using one label,
2/ Credit my AFFIRM account $300.08 plus any outstanding late charges that might be due,.
3/ Credit my bank account $356.22 that was taken out by Temu and AFFIRM.

Thank you for responding quickly to my request.

***** A Garland
Business Response
Date: 01/21/2025
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 reached out to you via email on Jan 18 and has been following up on this issue. Please check your inbox for more details and respond correspondingly if you have any further requests.

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

Best wishes,
*****
Initial Complaint
Date:11/26/2024
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.
This is a return with Temu. I returned the package on Nov 18, with the *** shipping QR code provided by Temu. Temu rejected my return and claimed that they received none of the returned items, but a personal belonging. I provided to Temu customer service my receipt from *** that my package weighed 3.4 lb, and described how my items are packaged and taped. Temu refused to provide me any information about the packaged they received, like the weight or what was the "personal belonging" they received.
Business Response
Date: 12/03/2024
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 your order details and found that you have initiated a dispute on the order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on ****** or your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company.

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

Best wishes,
*******
Customer Answer
Date: 12/16/2024
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.
[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.]
The dispute of my payment channel has been cancelled. I did not receive any proper response or solution from you yet. Please proceed with solutions of this issue on your side.

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: 12/29/2024
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 carefully investigated your case with the relevant department and can confirm that our customer service department will email you soon and propose a refund solution for you. Please pay close attention to your inbox 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:11/26/2024
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've explained to Temu customer service that *** does not deliver to my address! Temu customer has dismissed me stating "wrong address or insufficient address details!" The order is not even showing Temu it shows as ****** I tried to provide evidence of this they state they can't receive emails. This is very disrespectful especially when I've spent a lot of money with Temu! All of the orders sent via *** have never been delivered, all other orders are delivered with OnTrack. I even pointed this out & I got the same response. I'm currently waiting to file a lawsuit against *** for not delivering & wasting time. If this is what I have to do to get Temu to understand the situation and adjust my order deliveries to a reliable courier ie. OnTrack I will not order from Temu again!
Business Response
Date: 12/03/2024
Hello Tzadeekwah,

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 regret to inform you that we can not redeliver the package via ****** as it has been returned to our facility. However, we want to make things right for you and would like to process a refund for this package. Please let us know your preference as to how you would like to receive the refund.

Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 30. Please check your inbox for more details and respond correspondingly to decide your preferred refund 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:11/26/2024
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.
In early Nov I came across a special on Temu saying that if you buy a certain amount you get a free gift (let's you pick from a selection). I bought a few things that added up to almost $30. On Nov 13, I got one toy. On Nov 14, I got the rest of items but was missing one item, the free item. I contacted temu about this issue and was told I cant get a refund cause it was a free product and they can't replace it. Talking to the **** is a repetitive circle without getting anywhere. They try to trick you. One rep told me yeah and made a ticket which got "declined" 24 hours later. I asked for their legal department since I believe what they are doing is a scam and fraudulent. To lie about a free item and conveniently the item that cost the most doesn't get delivered but everything else does. The camera shows the guy dropping one package where the missing item would not even fit. I feel lied to and disrespected as a consumer. The **** keep on disconnecting and just going in circles pretending to try and resolve matters but at the end it's the same outcome. Why spend money in a company like this. At the end I want the missing item replaced or a refund of everything I had to buy to get the free item, cause I only bought it under the assumption of getting said free item.
Business Response
Date: 12/03/2024
Hello Genevy,
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.
After carefully reviewing your case, we have processed a refund for the item you reported missing. This refund applies only to the item you specifically mentioned, as it was identified in your report. Since you are our valued customer, we would like to offer a full refund for these items without needing to return them. Please let us know your preference regarding how you would like to receive the refund. If you choose to have the refund issued to your original payment method, the refund is generally reflected in your bank account within 5-14 business days. If you prefer to receive the refund as a credit balance in your Temu account, the refund is usually credited within approximately 3 minutes after approval. Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 29. Please check your inbox for more details and respond to determine the refund 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:11/26/2024
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.
I ordered a 12 pack of Paper Towels from them and ***** delivered to the wrong address. I live at ***** and they delivered it to *****. The tracking number shows a photo of a small package on a porch with railings. I provided them a picture of my home and I do not have a porch or railings for that matter. I put in several claims and they keep denying it saying it was delivered when ***** tracking shows the wrong zip code and the wrong home. I just want what I paid for or refund me my money. The last photo is from *** showing my front door.
Business Response
Date: 12/04/2024
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 your order has been fully refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For detailed return instructions, please visit ****************************************************************. Our customer service department has also offered you an explanation through an app message on Dec 1. 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,
*******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Temu.com is NOT a BBB Accredited Business.