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:11/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a PowerSmart 40V 17" Lawnmower through temu on October 3rd of 2024. It arrived 6 days later on October 9th of 2024. Put it together less than a month from receiving it. I read through the instructions clearly before trying to use it, but lawnmower would not start.Attempted to email ********** for a possible technical resolution. After going around in circles through email. I decided to call the powersmart company. Explained my situation and the ********** *** said it sounded defective and since I purchased it via Temu. I needed to contact Temu about a refund. So I did. The first Temu ***resentative I spoke too asked how I'd like to solve the matter? Return/Refund, partial refund on reshipment and said I wouldn't need to return it, if I chose ******* I chose reshipment because I still needed a functioning lawnmower. So I figured itd be easy for a reshipment . They put in the reshipment ticket. And then a response came back saying they couldn't. Spoke to another ***resentative, they said they could in fact send a reshipment, that the email was just an automatic response and would raise it to a special temu team, and would update the ticket yet again. But if not i could return it and get a full refund.I asked if it was possible to have it picked up from my home for the return if a reshipment wasn't available, because its a big and heavy item to lug to a courier. And would be a giant inconvenience given the size, and the *** said yes. I asked if it would be free. They said yes.Put in the request. My request was once again denied. Send back for full refund or partial refund . Partial only $60 dollars, for a lawnmower i paid almost $200 for.Chated with another ***. I said look, I just want my money back. I still have the box. Can you please set up a time for a courier to pick this product up to return? They said sure. Get another denying me the request. They have done nothing but lie to me and make it harder to return and get 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. 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 solution. We assure you that as soon as they have an update, they will provide you with feedback. Please pay close attention to your inbox and await the resolution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******
  

  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. 

   A member from Temu said they were looking into the matter, but I never heard back from anyone. 
  
   
  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. We sincerely apologize for any inconvenience this may have caused. According to our latest internal information, you returned the item on Dec 12. We appreciate your patience and understanding during this time. Once our warehouse receives and completes the quality inspection of your returned package, we will process your refund request promtly.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Dec 13. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******
  

• Initial Complaint

  Date:11/22/2024

  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.

  THERES PERCHACES I DID NOT ORDER THERE WAS A REFUND ORDER BUT IT WENT THREW AS A STORE CREDIT ****** $I DID NOT ORDER THE LAST 3 ITEMS IN MEAN TIME THEY CHARGED MY DEBIT CARD ***** AND THEY SAY THOSE ITEMS WHERE SHIPPED AND THEY CAUSED ME TO BE OVER DRAWN ON MY DEBIT CARD ON FILE I HAVE CANCLED MY DEBIT WITH MY BANK I USE THE SAME BANK FOR OVER 20 YEARS IM BEING SCAMED

  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 this may have caused. We have checked the details you provided and, after our investigation, we can confirm that we haven't detected any unauthorized charges in your account and $109.17 has been refunded to your Temu Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. In addition, if you would like to withdraw the money from Temu Credit balance, please log in to your account and message our customer service agents who are empowered to provide a quick and comprehensive solution for you. They also offered you an explanation through an app message on Sep 23. Please check your Temu account for more details.

  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.
  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:11/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took $193.00 from my bank account number how they got it probably a stolen customer services that I have talked to.Asked for a Supervisor to talked to they told me I would get a call from them,still nothing has come my way.I have NEVER ordered from them and definitely don't choose to after this.They don't even have my address so why have they taken my money?

  Business Response

  Date: 11/29/2024

  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 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 Nov 29 to request additional information, including the payment method, the exact time and amount of the suspicious transaction etc. Please check your inbox and respond accordingly. We are eager to find a solution for you, and we greatly appreciate your cooperation and patience.
  
  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,
  *******
  

  Customer Answer

  Date: 12/15/2024

  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 my msg is from Temo.com.I have given them everything they asked for and have not heard anything from them.I msg them asking them why I haven't heard anything on my refund of $193.00 and sent them other amounts they wanted but my bank did not give it to them,because it wasn't there good of that.I even sent them a msg that I would contact BBB about ******* I've said I never ordered from them and never will.I had to change my debt card but the refund can be accepted. If you will contact them that would be good.I need my refund.

  
  

   

   

  Business Response

  Date: 12/24/2024

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and, after our investigation, we can confirm that we haven't detected any unusual/unauthorized charges in your account. Additionally, the amount has been 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.
  
  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,
  *******

• Initial Complaint

  Date:11/22/2024

  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 been contacting and disputing the charge for a package that did not arrive to me from TEMU and should have been delivered by ***** Temu refuses to refund my money even though I spoke and filed a claim with **** # ******** and they confirmed and verified that the package is lost and that they delivered it to the wrong locker. I have the resolution email and I have forwarded to Temu many times to Temu customer service and they still deny me the refund. This is the Tracking ********************** **** and this is the order not received PO-211-*****************

  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 this may have caused. Based on the results of our investigation, we aren't able to provide a refund for the package. We have investigated this issue and our team has confirmed that the correct package was delivered to the correct address on Nov 15.
  
  Our customer service department has also offered you an explanation through an email ticket on Nov 28. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:11/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a set of barstools on Temu, providing my address as I had with all prior orders. However, the tracking number I received indicated delivery on October 17, 2024, to an address in *****, ******** - over an hour from my residence in ******, ********. Temu claims they did not provide an incorrect or fake tracking number. I made the purchase using Affirm, which requires payment for the item, but I never received it. I have proof that my address was on the receipt, but the barstools were delivered to a different town.

  Business Response

  Date: 11/29/2024

  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 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 25. 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:11/21/2024

  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 been shopping with Temu now for a couple of years and I started having bugs in my house bugs parasites theyre so small that I can barely see them. They they look round until you take a picture of them, and then they look like a little bitty dog or an insect or a parasite, they get on my bed on my floor on me. Theyre sticky sometimes and when you touch them they spread and just theyre sticky they got in my mouth cause I snore at night they got on my face. I got a skin infection. I was admitted to *** and I had Mersa from the skin infection. The pest control does not know what they are cause. They cant see them. I do not have bedbugs that is confirmed I have no roaches. They told me I had nothing that they had no reason to sell me a service. My daughter thought I was crazy cause I was seeing bugs and nobody else could cause they wasnt going through what I was going through and she had me committed. That was before I was admitted to ***. My legs swelled so bad. It got a dent in it from when I had surgery a few years ago on my ankle and they had to put ex fitter you know in my leg so for the ex fitter hole got so deep and it turned so red And I got in my ear. I will send you pictures of this. I have a ordered shoes recently, and when I took them out of the package, I saw these little things on the shoes, so I immediately put them back in the bag and zipped them up. I am returning those but all these years that I have bought purchases from Temu placed of on my bed or in my floor in the packages, Ive just now realized where theyre coming from. I will upload pictures. I have thrown away so many comforter sets, sheet sets towels, rugs. I am continuously, vacuuming, changing my bedsheets, vacuuming my bed clothes. They burrowed in me as you can see in some of the pictures. Nobody knew what it was I do and the doctor knew it was something, but we didnt know what. No it is not scabies. Please help me. I have no health insurance and now I have a *** bill.

  Business Response

  Date: 11/29/2024

  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 completely understand the distress and frustration that you have been through.

  Temu is an e-commerce company that connects consumers with a network of merchandise partners, manufacturers and brands with the mission to empower consumers to live their best lives. 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:11/21/2024

  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.

  Approximately on Nov. 6, 2024, I ordered an Adjustable Professional All in One weight bench set with squat rack, professional foldable workout bench press set with Leg Developer, Preacher curl pad for Home gym workout strength trainer, order ID ********************** (Hicient). I received the product within 7 days but it did not include the Leg developer or Preacher curl pad assembly, so after ***** typed words of complaining about them sending wrong product, they issued a return shipping label. I took box of entire unassembled product to my ********** store ********** 23 mile rd. ************, MI ***** & I Left box open so they could inspect product; They affixed shipping label and sealed up box shipping to TE TE00068, **********************************. Well, Temu claimed returned product parts was either broken or missing and offered only a $52.00 refund of the Total order $105.00. Problem: All parts they sent me were returned 100% and no parts were broken, besides how do you break all steel/metal legs-braces that is guaranteed to supposed 600 pounds? Their enclosed product manual didn't even show the same picture their website order form displayed, telling me they sent the wrong product, a cheaper stripped down version of a bare bones bench press set that lacked the two most important parts: Leg developer and Preacher curl pad. I am asking they refund the balance of $52.00, and am hoping this company stops sending the wrong products. The ******************* said they were under federal investigation for mailing fraudulent products to its customers. I read this two weeks after ordering. Any help you can provide will be appreciated. I filed a complaint about 7 days ago to the Mass. ***********************. Thank you for reading this, ***** *******, 11-21-2024

  Business Response

  Date: 11/29/2024

  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 understand that you returned the item and we have double-checked the details with our colleagues in the relevant department. As per the investigation result, our warehouse didn't receive the entire item, therefore, we have issued a partial refund to you. We regret to inform you that we cannot fully meet your expectations in this situation. 
  
  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: 11/29/2024

  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 I do not accept their response at all. Recall that the reason for my complaint was that the product they sent me lacked two assemblies: Preacher curl pad and the leg developer assembly, two very critical attachments. And just like their initial response which required me to take photos of missing parts; I replied, how can I take a picture of parts that were never placed in the box they sent??? If they say the box I returned lacks these two assemblies, then my complaint is justified/verified, BUT THEY refused to tell what parts are missing. These people have a history of sending incorrect products and they probably do it intentionally to make a little extra profit knowing how can the buyer prove that the box lacked all parts or the box could have been opened in transit. One thing I know for, the fully assembled full body workout bench lacked two important parts, in fact, the box they sent would not have even even have been large enough to contain the preacher curl pad or leg developer as shown on their website order form!!!! Ronne, 11-29-2024 
  
  Regards,

  Ronne

   

   

  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 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 refund request. 
  
  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:11/21/2024

  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 reading my personal email when the Temu spinning wheel came up. I spun the wheel and it said that I won free products. So when I wanted to finish the deal another wheel came up. I spun again and tried to check out when another wheel came up. Told me that I got 100% 2 free items. So I went to check out and finished my checkout. I didn't realize that Temu needed my credit card because they wanted to charge me for some of the free items and they did charge my credit card twice with the charges of $34.34 and the second was $32.52. This morning Nov 21, 2024 my credit card company emailed me telling me that Temu charged twice the credit card. So I called Temu and asked for a refund for both charges . They told me they were going to review my case and notify me about the decision. I insisted for instant refund and if they refused I told them that I was going to get in touch with my credit card company and complain about the fraudulent charges and I was going to contact the BBB of ****** to let them know about Temu fraudulent business dealings . And I DID! I did contact my credit card company and now the BBB of ******. Please review this incident because I found they have ***** customer complaints against them . Thank you very much ****** *******

  Business Response

  Date: 11/29/2024

  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 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.
  
  We have checked the order details you provided and can confirm that the order with an amount of $34.34 has been refunded to your original payment channel on Nov 26. 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. For the second order, the package is already in transit, therefore, we suggest waiting for the package to arrive before requesting a return for a refund.
  
  Our customer service department has also offered you an explanation through online chat on Nov 21. 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:11/21/2024

  Type:Order 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 shipped the wrong product to me. They shipped the product to a shipment firm in ***** where it was sent to me in the *********. The order was wrong. Due to the order being wrong I paid $26 in intake fees unjustly. In order for me to send the items back to ***************** in order to get a return I would have to spend $47.22. All of this is much more than the original item. I asked them to refund my money or mail me the correct items. Without me having to spend the money to send it back. They are refusing. Also the listing on TEMU is misleading. The image (for hand towels) is smaller than the same company's listing for towels. The top of the listing calls the items Hand towels or washrags. Later in the same listing it says OR "towels". I received two orders of huge towels when i ordered hand towels for my business. I want my money returned.

  Business Response

  Date: 11/29/2024

  Hello Khia,

  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 the product issue. We completely understand the distress and frustration that you have been through.

  To address the problem you reported, we can process a partial refund of $16.31. Due to tax and other factors, the actual amount received may vary from what is shown on the page. Our customer service department has also offered you an explanation through an app message on Nov 22. Please check your Temu account for more details and respond to them to decide whether you would like to accept this offer.

  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:11/21/2024

  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.

  *** bought numerous purchases from this site and they keep delivering to the wrong address. Theres something wrong with that side of things. I cant keep getting a refund. I want genuine help

  Business Response

  Date: 11/29/2024

  Hello Leoretha,

  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 $85.18 of your orders have been refunded. $71.57 has been refunded to your original payment channel and $13.61 has been refunded to Temu Credit balance. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. Regarding the delivery, we greatly appreciate your feedback and our customer service department will follow up on this issue. They also offered you an explanation through online chat on Nov 21. 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,