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:11/24/2024

  Type:Billing 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 charged me for an order I didnt do back in August. After a complaint with BBB and sending them an email explaining what happened they reimbursed me the $174.61 back to my credit card. I had to close the credit card and get a new one. I now checked my credit card account and they are charging me again for their mistake. How they now my new account baffles me. Why are they charging me again after it was settle 3 months ago I have no idea. Please help me get this settle for once and for all. I dont trust the company. Thank you

  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. 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, **************** *******, Discover ProtectBuy, and JCB J/Secure. 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 need any assistance, please don't hesitate to 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. 
  

  I dont have an account under the email that they said purchase is legit. Attached is a print screen when I tried to log in using that email and has you can see there is no password for it. Because, again, I dont have an account under that email. As stated many times I happened to be on the phone and Temu came up so I looked and add it some stuff in the basket but I thought it was using the email I have under Temu not the one they keep saying purchase was made from  I always double check my bag and when I went back to check it placed the order  so fast without my final approval I was so mad and concerned  I called right away to cancel and there excuse was that it was already placed  and couldnt cancel it

  I wouldnt placed an order for $174.61  Ive done order through Temu before using my Gmail account with no problems  Temu knows are in the wrong  I would like to see the prove of how they came up with this is legit  

  I appreciate your assistance  Larissa 

  [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,

  Larissa

   

   

  Business Response

  Date: 12/11/2024

  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.

  If you are not satisfied with any items 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.

  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:11/24/2024

  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.

  Is a common problem of the app saying packages have been delivered and it was never received. I spoke with them telling them that maybe they should use a different way of shipping, that I would happily pay for to be told that it will be addressed and noted on my account that I wish to have my orders shipped differently never happened. This last time it was a $187 order. They refuse to refund or reship the order. This is after fighting for 3 days with hours on the phone or live chat. With the same generic response that says its been delivered. I still havent received my order. So Im out $187.

  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 or refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Nov 19 and Nov 20.
  
  Our customer service department has also offered you an explanation through an email ticket on Nov 25. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 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.]

  I still have NOT RECEIVED the order! I am aware that it says delivered but it HAS NOT BEEN DELIVERED! 
  
  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 
  
  Regards,

  **** *****

   

   

  Business Response

  Date: 12/11/2024

  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 are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.

  After double-checking the details you provided, we can confirm that your items were delivered to your address on on Nov 19 and Nov 20. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.

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

  Best wishes,
  *******

• 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.

  Order PO-211-***************** Was never delivered and falsely marked by delivered and the merchant declined giving a refund

  Business Response

  Date: 12/01/2024

  Hello ******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Nov 19. 
  
  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. 
  
  If you need further explanation of this issue, our kind suggestion is to contact our customer service through ******************** and ********************** app live chat. They are empowered to provide a quick and thorough investigation. Thanks for your patience. 
  
  Best wishes,
  ******

  Customer Answer

  Date: 12/01/2024

  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 tried contacting all your departments. Nobody helped me out. This package was never delivered. I would really need help with this. The delivery picture doesnt even match the delivery address.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 12/11/2024

  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. 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 Dec 10 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,
  ******

  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.]

   

  never receved please help me
  
  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: 12/30/2024

  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 completely understand the outcome may not always be what you were hoping for and sincerely apologize for the disappointment that the result brings to you. However, please note that this is the investigation result: the order has been successfully delivered to the correct address on Nov 19. We understand that you are requesting a refund, but according to our Terms of Use, we cannot offer this option in this situation as the package was delivered to the correct address.
  
  Our customer service department has also offered you an explanation through an email ticket on Dec 11. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******
  

  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. 

  This order was not delivered [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: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 and just now 11/24/24 been told by temu'site to purchase a certain $ amount to receive credits only to be told i must purc hase more after i pd what was said to. This has happened repeatedly but this time i took screen shot of it saying pay to receive said credits. Where in the past just figured i misread as temu associates said i did. Id like you to look and give me your thoughts. Thanks

  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 you are experiencing difficulties with our promotional activities. We assure you that our programs are genuine and effective, and numerous users have already completed the tasks and received rewards for their efforts. The rules of our activities are stated on the upper right corner of the activity details page. We highly recommend that you continue participating in the event. Meanwhile, we value your feedback and will continue optimizing the activity to provide a better user experience.

  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:11/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I would like to file a complaint against Temu.com. I order their services, but I have also noticed that I have not received a refund when it says that it is processed.

  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. We have checked the order details you provided and can confirm that the items were refunded to your original payment channel on Nov 21. Once the refund has been successfully processed, please note that depending on your financial institution, it may take 5-14 business days (up to 30 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,
  *******

  Customer Answer

  Date: 12/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:11/23/2024

  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 purchased 98$ of items that were never delivered. Temu says it was delivered by *** and the package was never delivered. *** delivers to wing addresses constantly and that's Temu fault for choosing a cheap and defective delivery service

  Business Response

  Date: 12/02/2024

  Hello Razidi,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Nov 22. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.

  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

  Most of the items were missing from my package so I know for a fact you can't confirm it was sent because it wasn't and never was in my package at all. I've been a premium customer for several months, over a year, and I don't have any desire to file claims that aren't true for merchandise that isn't expensive.  These items were never delivered and you saying that it was delivered only makes you a person that's not honest because it was never shipped to me at all. The package was completely sealed and several items were missing from inside so no, it was never sent to me at all. 

  
  Regards,

  Razidi

   

   

  Business Response

  Date: 12/10/2024

  Hello Razidi,

  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.

  After double-checking the details you provided, we can confirm that your order was delivered to your address on Nov 22. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but we cannot offer these options in this situation as the package was delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.

  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: 12/11/2024

  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. 

  The package that was delivered was missing several items and I've stated that already so please pay attention and read my complaint fully. When I attempted to try and make a claim for the items that were missing, your application won't allow me to say that items weren't delivered. All of these facts are in my previous statements in this complaint. So NO, you didn't deliver my items and NO, I'm not just going to accept that you took my money and didn't provide what I paid for. 
  
  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,

  Razidi

   

   

  Business Response

  Date: 12/28/2024

  Hello Razidi,

  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.

  After double-checking the details you provided, we can confirm that your order was delivered to your address on Nov 22. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.

  If you have any other requests about this matter, please log in to your account and message our customer service agents, who are empowered to provide a quick and thorough solution.

  Best wishes,
  ******

• Initial Complaint

  Date:11/23/2024

  Type:Customer Service 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 is asking for personal information or they will not process your order. They asked for a copy of my credit card statement they say to to prove I was the owner of the card..This is very bizarre.. I would like my order processed and delivered and I am not giving them my credit card statement.

  Business Response

  Date: 12/01/2024

  Hello ********,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thanks for your feedback. We apologize for any inconvenience this may have caused by the payment issue. We have detected an abnormal payment activity on your order and in order to resolve the issue, we recommend that you complete the payment verification process until it is successful.
  
  We understand that this situation may cause inconvenience, and we sincerely apologize for any distress this may have caused. Our primary concern is to ensure the security and proper use of all accounts on our platform. 
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 24. 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:11/23/2024

  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 order 2 bathing suits and returned both as they were large size but too small tor a 3 year old!I paid $37.22 and a refund of $21.29 was sent to my original method if payment.The remaining $10.35 was issued as a store credit which I do not want nor will I use..NEVER dealing with Temu again.I just want my $10.35 refunded to me..Nowhere does it stipulate that I won't get a total refund!!Thank you *****

  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. We have checked the order details you provided and can confirm that CA$5.58 and CA$21.29 of your order has been refunded to your original payment channel on Sep 19 and Sep 23 respectively. 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. 
  
  As per our return policy, when you apply for a return, you may be offered the opportunity to get a partial refund without returning the item(s). If you accept this offer, one free return will automatically be deducted from the number of free returns you have for this order. You can find more information about our specific return and refund policy on our website at *******************************************************************. In your case, you have already used your free return for this order during your first return. Therefore, the second return is subject to a shipping fee and the shipping fee of CA$10.35 was deducted.
  
  As the compensation in your credit balance is the compensation of return fee, it could not be transferred to your card. We completely understand the distress and frustration that you have been through and we value your understanding and kindness regarding this issue.
  
  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:11/23/2024

  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 made a purchase through temu.com, order #PO-211-08489551933990199 placed on 11/06 at 6:28pm and with delivery dates from 11/14 to 11/22. After package was not received yesterday 11/22 I called temu to request a refund and the cancellation of that order and the customer service name "***" stated: "that she could not give me a refund because the merchandise was in transit", after complain to her about that she said: "she will ask one of her specialist about what to do" after to put me on hold, she said:"that he said to wait for another 7 days before ask for a refund", that got me frustrated and ask to speak to a supervisor and after to put me in hold twice she said:"that no one was available at that moment, but they take this matter seriously and she will request a call back and that could be from 11am to 8pm" and let her know that I thought that was ridiculous but she said again:" that she couldn't do nothing about it". the called took over 37 minutes and I consider, like I told her that If I made this purchase and I didn't get it it was their obligation to return me the money and they tell the ******* or whoever has the merchandise to return it to them.

  Business Response

  Date: 12/01/2024

  Hello ******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have investigated this issue and our team has confirmed that the package was delivered on Nov 25. And our customer service team has offered you ********************** Credits on Nov 23 as compensation for the delay.
  
  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:11/23/2024

  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 ordered from this company back to back and have placed about 9 particular orders and the website gives a description of what I'm purchasing but upon arrival I check everything and they are not what the website states. They are lying to the public. Stating sterling silver and it's not or moissanite diamond and it's a cubic Zerconia. They are not as the description states on the site.

  Business Response

  Date: 11/30/2024

  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.

  We have checked the details you provided and confirm that your orders have been partially refunded. If you are not satisfied with other items 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. Our customer service department has also offered you an explanation through an app message on Nov 27. 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,
  ******