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:11/21/2024

  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.

  On 24th October I made the purchase in Temu. I received the package with wrong items in it. It showed that I havent received it for two weeks on Temu app. I told them That I have received it and there were the wrong items so they told me to wait till the app shows that I have received it. Then we waited and my refund request was denied they told me to Return the wrong items that I have received so I did that. And now theyre saying that they investigated it and all items were sent to me so now I dont know what to do. It feels like I gifted them the money. I returned those wrong items that I could probably sell on marketplace for the money. **************** is just telling me to wait in the process they have opened at least six tickets and in the tickets Im asking questions like are they gonna send me back the items or money or recent original package and theyre not replying to any of my questions? Theyre just sending me, along message like three times in a row not replying to any of my questions I know that they just trying to quiet me down I will forget about this. There is not a lot of money but its just ******* me off. And the customer live agent its just s*** Theyre just telling me to wait to wait another 24 hoursanother ********************************** the same long message and not replying to any of my questions.

  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. We have conducted a thorough investigation with our warehouse team to ensure that all procedures were followed correctly. According to our records and the warehouse's confirmation, we have verified that the correct quantity of goods was dispatched from our facility, and there were no discrepancies in the items shipped.

  Given that our internal checks have confirmed that the order was sent out in full, we are unfortunately unable to offer a refund or reshipment for the items you have reported as missing. We understand that this may not be the resolution you were hoping for, and we truly regret any frustration this may cause.

  If you are not satisfied with any items you received in your order, you may apply for a refund within 90 days of purchase. For detailed return instructions, please visit ****************************************************************. 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,
  *******

• 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 purchased items that do not meet details or pictures of items, one says no battery required, but in fact each part takes 2 batteries each, 2 other items- flashlights claim be super bright and show huge lit areas on pictures, after got them, relooked carefully and seen there are 2 lights in pictures done in manner to trick consumers, Two different ear phones, one said earphones but was 1 item. Both pinch don't reach ear canal for sound , uncomfortable and does not connect easily if at all by Bluetooth ,sent pictures and I formation to rude employees. Who always want ppl to wait. They use pre recorded messages to reply instead of talking to you. Live agents should not reply as bots.

  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 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 any items (e.g. flashlights)  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 ****************************************************************.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 25 and Nov 26. 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:11/21/2024

  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.

  Ok the 17th of this month the company offered a 30$ refund in which I accepted. Still to do this day the refund has yet to be accepted. I beat a game called coffee tree and won my two free gifts, they say they were out of stock (per checking they are not) and the refuse to credit my account for the amount of the two items 39&18$. **************** isn't reading my emails they are simply copying and pasting replyies. ****** workspace plus confirms my replies aren't even been read. The refund of 30 plus the store credit for my out of stock items is 88$.

  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. Meanwhile, we value your feedback and will continue optimizing the activity to provide a better user experience. Our customer service representative has offered you Temu Credits to express our appreciation for your support.

  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 24 and Nov 26. 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 send us more proof by messaging 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. 

  Dear temu and the reviewing BBB. 

   

  Nothing in the previous complaint was addressed whatsoever. 

   

  1- 2 free items from coffee tree (out of stock) 58$ of items. You offered to credit my account and still haven't 

   

  2- you ticket I posted below literally stating nothing in regards to this

   

  3-my two gifts of 60$ value have expired because before issueing the credits you wanted to "investigate" after further investigation you confirmed these were a time sensitive promotion that I beat. (They expired bc you told me to not do anything until investigation was completed)

   

  4-all these ****** official/ pokemon official/ name brand clothing all of the stuff I ordered is counterfeit. Literally everything. 

   

  5-Tpe items are not tpe and silicone causing major skin reactions. 

   

  You guys have not addressed anything or related to one thing, I ask this complaint be recorded and public to warn future customers. 

  
  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,

  Livia

   

   

  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 reaching out again and for your patience during this time. We understand your frustration and 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 11 to provide assistance regarding the issues you mentioned. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date: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 lied to by false advertising. Promotional pricing and gifts NEVER provided as advertised.

  Business Response

  Date: 11/28/2024

  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 checked the details you provided and confirm that your recent orders are not linked to our promotion. We assure you that our programs are genuine and effective, and numerous users have already completed the tasks and received rewards for their efforts. Meanwhile, we value your feedback and will continue optimizing the activity to provide a better user experience. Our customer service department has also offered you an explanation through online chat 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,
  *******

• 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 ordered and never received my packages. I requested a refund but was denied because they said it was delivered I NEVER GOT ANYTHING!

  Business Response

  Date: 11/28/2024

  Hello Guillian,
  
  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 20. 
  
  Our customer service department has also offered you an explanation through an email ticket on Nov 21. 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:11/20/2024

  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 10/17 ordered a watch #***-07200551496233784 the package was sent by ****. I refused the package and took it back to the post office. However the sender was not the shipper, supposedly Aianrui Retail was the sender, but the return address of who sent the item was USKY3 Warehouse which received the package on 11/4 9:30 am the tracking #**********************. I told Temu and wont check it out. I am requesting my refund of $31.66 for the watch. Temu told me to refuse the item as it was too late for them to cancel it.

  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 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,
  *****

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:I have reviewed the response  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:11/20/2024

  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 cancelled my order due to "unusual activity". However, I have used the same billing method, the same address for tens of orders for a very long time. Everything is the same. There is nothing unusual about the order. There is no reason for Temu to suddenly label it as *********** I cannot place any orders from Temu because Temu keeps cancelling my orders.Please stop labelling my payment as unusual and remove any blocks from my Temu account. Thank you!

  Business Response

  Date: 11/28/2024

  Hello Junjie,
  
  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 sincerely apologize for the unsatisfactory shopping experience you have encountered. We have looked through the information that you provided and double-checked the details with our colleagues in the relevant department, and we can now confirm that your current order status is normal and please wait patiently for the order status upadate. 
  
  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 regards,
  *******
  

• Initial Complaint

  Date:11/20/2024

  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 requested To return items and receive a refund. Temu approved the return of the items and the refund to my original payment method after receipt of the items on October 10, 2024.Temu issued a return label for all items. I took items to the *** store in *********. On October 12. The representative printed the Temu return label and applied it to the package. I realized I was missing one of the items And I decided not to mail the package At that time. The *** representative removed The return label From the package. I returned to the *** store on October 14 And I was told the label could not be printed again. I contacted Temu. I was told that I needed to wait for management to make a decision if they were going to reissue another return label in a couple of days and they would Contact me (no one from TEMU has initiated any communication regarding a reissue return label).I asked the representative since Temu has a ********************************************************************************************************** a few days. The Temu Representative said no that all packages have a maximum 90 days return policy. So, I decided to mail the package with insurance at my own expense to Temus return address.Temu Received the package October 16 in the morning. I have made contact with Temu at least on 15 occasions because I had not received my refund. I have received several chain letters, promises to wait longer, The items are in route, etc.

  Business Response

  Date: 11/27/2024

  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 our customer service department has issued a refund to you on Nov 22. 
  
  Additionally, our customer service team has reached out to you through email on Nov 22 and would like to assist you further with the refund of shipping fee. Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 11/27/2024

  [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:11/20/2024

  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 did not receive my product. ***** shows they have a pic of delivering my item the pic shows a drive way there are no houses in the pic how can they prove this was delv to my residence. I did not get the package.

  Business Response

  Date: 11/27/2024

  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. $119.16 has been refunded to your original payment channel and $0.02 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. Our customer service team has also offered you Temu Credit as a gesture of goodwill.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 21. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:11/20/2024

  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 on November 11th and I realized that I used the wrong payment method and canceled the order as soon as it was placed. Instead me change my payment method I was offered store credit instead I declined the offer and they said an refund would be issued. No refund has been issued and ***** was taken out of my checking account instead of the original total of *****. I would like a refund. The website said that my account has been refunded but it has not.

  Business Response

  Date: 11/27/2024

  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 order you mentioned with an amount of $47.22 has been refunded to your original payment channel on Nov 11. 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 and the refund letter through online chat on Nov 19. 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,
  *******