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: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.

  Temu has my returned package and I am getting the runaround why I have not received my refund. Damaged package when i received the packages, returned, and i see my tracking that is has arrived to Temu. My first and only order and I want my money back ASAP. This is uncalled for. please help me, there is no way to speak to a live person, it is all chat support and im tired of the different stories i am getting

  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.

  We sincerely appreciate you for bringing this matter to our attention regarding your recent return request. We apologize for any inconvenience you've experienced and understand that you've been advised to use two return labels for each box when returning items. Please note that if the logistics company requires the use of multiple return labels, you have the option to either contact our customer service to assist you in applying for these labels or to purchase them first and then submit the receipt to us after dispatching your return. In such cases, we will process a reimbursement for the return shipping fees on your behalf.

  Additionally, we would like to inform you that adding a new card to your Temu account will not alter the original payment card number associated with your order. Consequently, the refund will not be transferred to a newly added card at this time. However, please rest assured that upon completion of the refund process, we will provide you with an ARN number or a refund letter. Armed with this documentation, you can then liaise with your bank to either withdraw the refunded amount or transfer it to your preferred card. Our customer service department has also offered you an explanation through an app message on Nov 30. 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 have additional questions, please feel free to reach out to us through Temu.com or Temu app live chat.

  Best regards,
  *******

  Customer Answer

  Date: 12/03/2024

  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.]
  
  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,

  *****

   

   

  Customer Answer

  Date: 12/10/2024

  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. 

  Temu, has now closed my account and I have yet to receive my refund per the last complaint i made regarding this issue. PO-211-***************** returned to original payment on file or was until account deleted. where is my refund, you have the return and I can not give a live person to speak with. I want this resolved ASAP 

  Business Response

  Date: 12/17/2024

  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 understand the frustration you may have experienced during this time. After further reviewing your case, we have discovered that the account associated with the order you mentioned has been deleted. We would like to assure you that we never delete customer accounts without their explicit consent. Our customer service department is actively following up on this issue. Please keep an eye on your email inbox for further updates.

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

  Best wishes,
  *******

  Customer Answer

  Date: 12/17/2024

  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, 

   

  my Temu account has been closed so therefore I cannot access any messages sent to me. Also I was told when I dropped the boxes off I needed two labels. This has nothing to do with the return. The card number is still on my account closed again. I cannot access it because I deleted my Temu account. I will not wait any longer for a refund if needed. I will take this situation to a higher level. Its been almost a month so you explain to me now how Im supposed to see messages youre talking about when you cant even get a live person on the telephone

  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:11/25/2024

  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.

  Temu said my latest order was delivered on Nov. 16/24. I argued that I have never received this package and Temu advised they would investigate. On 3 separate occasions they responded with the same *** answer that they had conducted a thorough investigation and determined the correct items were delivered to the correct address.They either did not conduct an investigation, theyre lying or theyre incompetent. Heres why - I agree that the package that was delivered was my package, but it was NOT delivered to my address. The courier included 2 pictures as proof it was delivered to my address: 1) a picture of my package on some random floor, which is proof of nothing. I have attached a picture of outside my apartment with the door # visible and showing I have carpet outside my door not cement tiles as is in their proof picture, 2) they include a picture of the building where they dropped my package off - I do not live in that building. I told them a quick ****** search of my address would prove that is NOT the building I reside in. I have included a picture of my building, which is 11 stories, not 6 stories. In my picture you can see that the building they delivered my package to is next to my building but the entrance is on a totally different street.I am appalled by Temus lack of concern and unprofessionalism. I said I could provide them with pictures and provided the investigative team with my phone number. The did not care about my questions and my REAL proof.Shame on Temu for taking advantage of their customers. I should not have to pay for a package I never received. In my eyes, Temu has joined the ranks of **** companies. I will never purchase from Temu again, and I will let everyone I know, both personally and online, of Temus actions. Not only are Temus investigators incompetent, they are poor business people. They are losing a frequent customer who spends hundreds of dollars yearly over $22. But more importantly I am the one who has PROOF!

  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 order details you provided and and double-checked the details with our colleagues in the relevant department. We can confirm that your order has been refunded to you on Nov 27. Our customer service team has also offered you Temu Credit as a compensation for the inconvenience.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 27. 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: 12/03/2024

  
  
  Better Business Bureau:
  

  First, I would like to thank the Better Business Bureau for your assistance. It is only because of my complaint to you that Ive received a refund. 
  

  Secondly, Temus response is misleading in that it makes it sound like they provided me with a detailed response as to why they needed to conduct four (4!) thorough investigations before agreeing to provide me with a refund. After the 3rd thorough investigation on Nov 21st they refused to refund me stating they had proof the package was delivered to me.  Miraculously, after my complaint to BBB they changed their mind (even though the information provided was the same) and processed a refund on Nov 28. I should not have had to jump through so many hoops to get a refund. I worry that others who are not as persistent would have given up  after the 3rd thorough investigation and lost their hard earned money. The harsh reality is that they did nothing until BBB became involved.

  However, as I have now received a refund in reference to complaint #********, I am satisfied and I understand that by choosing to accept the business response that my complaint will be closed as resolved.

  Thank you BBB for the important work that you do.

  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:11/25/2024

  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 ordered from Temu September 27, 2024. The package never arrived. Temu said it was delievered October 4th, 2024. I never received the package. *** *********** said it should have been delievered. *** said they would refund Temu my money so Temu can refund it to me. Temu just has to call to get the refunding information. I have been contacting Temu via the app because you can't call them, for the last month and 1/2. They keep giving me the run around and refusing to refund my money. I want my $166.08 refunded immediately. *** Tracking # 1Z6079EV0428309429

  Business Response

  Date: 12/04/2024

  Hello Davie,

  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 team is still working diligently with the relevant department to investigate and verify this matter. This process may take some time to ensure that we provide you with accurate and reliable resolution. We apologize for the long wait this has been to you. Our customer service department has been following up on this issue and offered you a compensation plan on Dec 4. Please check your inbox for more details and await the update.

  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:11/25/2024

  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 placed an order for Parfume and paid in full plus the shipping cost. They did not apply the money I paid and was asked to pay more and they refuse to pay the postage and deliver my package.

  Business Response

  Date: 12/03/2024

  Hello Autumn,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Our customer service department has also offered you an explanation through an app message on Nov 26. 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:11/25/2024

  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 placed an order on Temu for an amount of $215, which included three wigs. Dissatisfied with the product, I returned it in accordance with their terms. However, the supplier claims to have received an empty package and refuses to issue a refund.I specified that the package contained the three items, and the packaging was double-layered (I have photographic evidence), making it illogical for *** to have delivered an empty plastic package. Despite my numerous requests, the supplier continues to send generic responses and has never provided any proof to support their claims.The supplier also blocked customers from submitting claims directly to ***. As a result, only the supplier can officially report an issue to ***, but they refuse to do so.On November 18, after multiple attempts, I finally managed to file a claim with *** on behalf of the supplier. *** contacted the supplier on November 20 to request additional information, but the supplier declined to cooperate.I am seeking a fair resolution to receive my refund, as I have followed all necessary procedures. However, both the supplier Wishand and Temu appear to be acting in bad faith.A photo of the order, a photo of the rejection and their modification, as well as all my attempts to communicate with Temu and the supplier Wishand to find a solution.I have been trying to obtain my refund since the beginning of November.Sorry in advance, but exchanges with temu and the supplier are in french.

  Business Response

  Date: 12/03/2024

  Hello Joliane,

  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 regarding your concern. We understand that you returned the items and we conducted a thorough investigation regarding your returned items, and as per the result, our warehouse hasn't received any items. We highly suggest to keep in touch with your carrier for further details and assistance regarding this matter. We regret to inform you that we are unable to support your request for a refund in this case. Our customer service department has also offered you an explanation through an app message on Nov 26. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

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

  Best wishes,
  ******

  Customer Answer

  Date: 12/03/2024

  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. 

  Hello,
  I would like to point out that the exchange attached to this message confirms that Temu states the warehouse did indeed receive the package.
  I then asked Temu why, after declaring they had received an empty package, they did not file a claim with the carrier. Temu has confirmed that they have not contacted the carrier.
  Why dont you proceed with filing a claim with the carrier yourself?

  it's your duty !! 

  And I want to clarify that only the supplier can file a claim with the carrier.

  With persistence, I managed to file a claim with *** on your behalf on 11/18/2024 under the reference C0274457954. *** contacted you on 11/20/2024, but you refused to provide the requested information.
  I would also like to point out that I have repeatedly asked you for evidence proving that the package received was empty, yet you have been unable to provide it.
  On my side, I have sent you all the necessary proof: photos of the returned products, photos of the packaged products, a photo of the shipping label, and the delivery confirmation.
  I now expect you to file a claim with *** and proceed with my refund.
  Your conduct is disappointing and contradicts your supposed commitment to customer satisfaction.

   

  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,

  Joliane

   

   

  Business Response

  Date: 12/13/2024

  Hello Joliane,

  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,
  ******

  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. 

  As previously mentioned on your platform, I filed a claim with Temu regarding tracking number 1ZG1920Y9016057275.
  UPS sent you a refund of $106.42 on December 9 under check number 0001644167.
  I therefore kindly ask you to proceed with my refund.

  
  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,

  Joliane

   

   

• Initial Complaint

  Date:11/25/2024

  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 purchased a helmet from Temu, and upon delivery, I discovered it was damaged. The issue began with the delivery itself: the item was placed in a medium-sized locker by BoxNow (the courier service used by Temu) despite being too large, resulting in the damage. Temu instructed me to resolve this issue directly with BoxNow, even though they are responsible for ensuring proper delivery.When I reported the damaged item to Temu, I was offered unfair options. Although they claim to provide free returns, I was told I needed to pay for the return shipping myself and would only receive compensation in Temu points, which forces me to continue shopping with them instead of receiving a proper refund.I provided photos and detailed evidence of the damage and requested a full refund with no additional cost to me, as the issue was caused by their mishandling. However, they refused to take responsibility and did not offer a reasonable solution.Key issues:1.The helmet was delivered in improper packaging, leading to damage.2.I was unfairly asked to handle the issue with their courier partner, BoxNow.3.Despite their free returns policy, I was told to pay return shipping costs and was only offered compensation in store points.What I seek:1.A full refund for the damaged product.2.For Temu to cover all return shipping expenses, as the damage occurred due to their delivery process.I have attached supporting documents, including receipts, photos of the damaged item, and email correspondence with Temu. This issue has caused significant inconvenience and frustration, and I request a resolution that aligns with fair consumer protection standards.

  Business Response

  Date: 12/03/2024

  Hello Dimitris,
  
  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. We are committed to resolving this issue as soon as possible. According to our latest internal information, our customer service team reached out to you via email on Nov 30 to provide assistance with return 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 further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:11/25/2024

  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.

  Ok , understood 

  Will take this up with merchant i

  Customer Answer

  Date: 11/25/2024

  My complaint is similar to many others here. The items are delivered to the wrong address and there is no where to turn. Every phone number supplied, you sit on the line for hours going round and round never getting an operator or eventually you get disconnected. The wait time recording will state your call will be taken in 30 minutes but the call never gets taken after an hour. The automated system keeps you going in circles asking you the same questions over and over. Their help desk ticket system yields no results. Its very frustrating as to it seems like a scam the whole website and phone numbers they give you. This cannot be taken up with the merchant temu because they feel the photo is proof of delivery even if it is the wrong house. Basically if they deliver to the wrong place you have no recourse. The website and numbers are a farce

  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 checked the order details you provided and can confirm that your order has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method.

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

  Best wishes,
  *******

  
  

• Initial Complaint

  Date:11/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While I did use this site in June for a transaction around $60, I have received a bunch of charges since then. They started in Sept around the 27th and have totaled to *******.

  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 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 emailed you on Dec 12 to request the specific order number, which begins with 'PO-', as well as the email address or telephone number associated with your Temu account. 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:11/24/2024

  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.

  On Nov.6th I ordered a 7.5 ft prelit mountain pine christmas tree from Temu for $50.79. The ***** ticket showed it being delivered on Nov. 11th. However I have not received anything. I contacted ***** to track the order. I learned the tracking number was not for my address, it was delivered to a totally different address. I informed Temu about the situation, and I also sent Temu a picture of my front door with my house number. Which confirmed that the proof of delivery photo was a totally different front door. Further more the size and weight of the package did not correspond with a 7.5 ft tree. The package only weighted 7.6 lbs and was 19 x 16 x 13. I then searched for reviews for dazzle step. The reviews was 1.7 out of 27 reviews. TEMU has allowed them to scam everyone, and refused to refund anyone. I have requested a refund at least 3 times, and was denied every time. The scammers are being rewarded, while they are stealing people's money. I request a full refund along with an additional amount for the stress and time I have had to deal with this situation. Totally unacceptable, when it is so easy to see what's going on.

  Business Response

  Date: 12/02/2024

  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 package was delivered on Nov 11, and the logistic history also shows that it was delivered without any address errors or other prompts. Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 23. Please check your inbox 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: 12/02/2024

  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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:11/24/2024

  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.

  Today Order ID: ************************ was delivered. The shoes that I ordered had the label PLUS SIZE. However, when I tried to put them on, I couldn't even get my toes into the shoe. I just now tried to contact Temu about another problem, but I was told that I did not have a phone number in my account. How that could be requires some explanation as I have given it multiple times. I tried to enter it, only to hear that the number appears in another account!!! I HAVE HAD THAT NUMBER SINCE 2003 AND HAVE NEVER CHANGED IT!!! IF I GIVE IT TO TEMU ONCE, THAT SHOULD BE SUFFICIENT, BUT IT ISN'T!!!I am preparing to return the shoes as they are too small. However, I looked to see if my account has an account number. I DO NOT FIND IT ANYWHERE!!! Moreover, I also see no way to contact Temu directly if there are issues to discuss. This practice of hiding from paying customers has been adopted by the entire Western world -- I have lived abroad for more than two decades and know it is there also -- but if I have a problem, as I do often, having no operating email address and no fax number forces me to turn here because I have learned how unreliable **** is.I just have to ask: WHO GAVE THOSE SHOES THE PLUS SIZE NAME?!?!? I couldn't wear shoes that small even as a child!!! I am a published writer in three languages, so filing complaints is child's play for me, and I do not remain silent ever!!!

  Business Response

  Date: 12/17/2024

  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. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.

  If you are not satisfied with the shoes you received in your order, 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 (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.

  The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

  Regarding the telephone number associated with your account, please message our customer service agents, who are empowered to provide a quick and thorough solution.

  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,
  *******