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:11/19/2024

  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 came missing two products. Temu combined 6 different orders into one package including 4 large heavy winter jackets, a two piece attire and a jewelry box all in one flimsy shipping bag (the gray kind).Order was delivered in a box instead and the label was cut out of the original gray bag. Inside the pox **** included an apology letter saying the package was not packaged well and had to be repackaged with items missing.Temu refuse to refund and says their warehouse has packaged the items well.

  Business Response

  Date: 11/27/2024

  Hello Melly,
  
  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 checked the order details you provided and can confirm that all items in your order were shipped and packaged according to the order requirements. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 17. 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:11/19/2024

  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 never received the order I placed on Temu on November 13, 2024. Instead, I received a package with someone else's name and address on it. My package never showed up. I submitted a ticket to report the issue and requested a refund since I never received my order.Ive submitted four tickets so far, but the responses always state that the package was delivered correctly. I explained that if I had received the package, I wouldnt be contacting them for a refund. I even provided pictures as proof and asked them to show evidence of the supposed correct delivery. However, their replies all seem to be generic, copy-paste responses.

  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 $40.51 of your order has been refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For detailed return instructions, please visit ****************************************************************. Our customer service department has also offered you an explanation 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  ******

• Initial Complaint

  Date:11/19/2024

  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 am writing to file a formal complaint regarding an unauthorized transaction on my account. On November 8th, at 7:13 AM, I received a notification from my bank that $49.35 had been withdrawn by Temu. I can assure you that I did not place any orders on that day, nor was I using the website or app.I immediately contacted customer service to investigate this matter. Initially, I was informed that no order had been placed and that the issue would be investigated. However, I noticed a mention of a "credit skimming" department in one of the messages, which raised concerns.Over the past few days, I have repeatedly received generic responses asking me to provide transaction details from my bank. I have promptly provided this information multiple times, yet I continue to receive the same requests. I have also been advised to contact my bank, which I had already done as my first course of ********* my frustration, I recently received a response stating that the transaction was found to be legitimate. I have asked for an explanation and an invoice detailing the supposed order, but I have not received any further information.I am extremely concerned about this unauthorized charge and the lack of transparency from Temu. Likewise, I would appreciate a thorough investigation into this matter and a quick resolution. I expect a full refund of the $49.35 taken from my account without authorization. Thank you for taking a look at this urgent matter.

  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 contacting us and sharing your experience. We understand your concerns and sincerely apologize for any frustration or disappointment you may be experiencing.
  
  To further investigate this matter, our dedicated customer support team has reached out to you on Nov 27 through email. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Please be assured that we are taking your concerns very seriously and are committed to finding a satisfactory resolution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat. 
  
  Best wishes,
  *******
  

• Initial Complaint

  Date:11/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear TEMU BBB representative, i am a customer of ******************. i have a issue with my TEMU order. The order number is PO-211-*****************. i ordered an item from local seller on temu Nov. 7th. it supports deliver between Nov. 13 -19. It hasn't update until Nov. 13th. it is a unusal situation. the last update location for **** just 30 mins drive away from my location. i have a lot of **** packages coming since Nov.13th. but only this TEMU package not update or move anything. It seems missing in the transit. Please check with your deparment that is working with delivery issue. If the package not be delivered Nov.25th, could you let the billing team refund the total amont ***** to my original payment. because i have waste a lot of time to wait a lost package.

  Business Response

  Date: 11/27/2024

  Hello Zongjie,

  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 correct items were delivered to the correct address on Nov 19.

  You can track your shipping status and see your expected delivery date directly in the Temu app or on Temu.com. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive a $5 credit (for standard shipping) or $13 credit (for express shipping) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************).

  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,
  
  Zongjie ****

• Initial Complaint

  Date:11/19/2024

  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.

  It started with Temu last month. I order a lot of items for friends and family and dealing with their customer service is always an absolute NIGHTMARE. No one speaks any English they use a English translation app and it does not work. So no one ever is able to understand what you're saying or able to help you. I've been ordering at least 1 package a day from temu for 2 years this month they have lost 2 packages and every package is missing at least 1 item. Now there's a technical problem with the Canadian site where no items are able to be seen on any promotional events. I tried to talk to customer support and I spent 3 hours trying to get someone to understand that I can't place an order because the items aren't showing up and they didn't understand and refused to open a support ticket about the issue. I'm losing out on a lot of money and no one is able to help me as they don't understand. I never got my lost items and temu doesn't care that I'm paying for items I didn't get. Just get the tech team to fix the issue

  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. We have checked the order details you provided and can confirm that the correct items in your order were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.
  
  In addition, we are sorry that you are experiencing difficulties with our promotional activity Credit Back. Upon checking, our customer service team has been working diligently with the relevant departments to thoroughly investigate and verify the matter. Our customer service department has also offered you an explanation regarding this matter through an email ticket on Nov 21. 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,
  *******

• Initial Complaint

  Date:11/18/2024

  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 did not receive my package from temu for almost a month after it had been delivered. During this time frame, I was denied a refund twice . When I did receive the package it was severely water damaged and corroded . The only way I could even tell it was from temu was the orange logo on the plastic bag. I applied for a refund again for recieving the wrong item . Also another order was placed at the same time of this one ,but with a provider that works with temu. The provider was very cordial and offered a replacement for the missing order and temu didnt offer that at all. Anyway, I was then denied a refund again because the labels were too damaged to verify. I dont understand why they need to verify the package was sent to the wrong sender if the items that I received werent what I paid for . I received a knife that I didnt order and none of the items I ordered . So I called customer service twice and was told that a other request was submitted explaining the damaged package ( despite I had already submitted photos of this package in my previous return request). None of these requests were actually submitted . The people I talked to were very rude and dismissive so I wasnt surprised. I contacted customer service again and was just told that they couldnt provide me with a refund with no explanation as to why. This is ridiculous, denied numerous times , waiting over a month and then Im told they cant provide a refund no matter what information is given , and no explanation why . This company y is very shady and unprofessional and most of the customer service live agents are clearly AIs with fake names. They dont try to help customers when things go wrong, they try to keep your money and create obstacles to exhaust you , which is abusive to say the least. I want a refund for the items that I paid for and never received , thats all I want . Please help BBB

  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 your order details and found that you have initiated a dispute on the order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on ****** or your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company. Our customer service department has also emailed you and offered you an explanation through an app message on Nov 20. 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:11/18/2024

  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 bought this item November 12th and it was delivered the 15th. I recently discovered that one of the products do not work even after installing numerous sets of batteries so whatever the light source inside it is clearly doesn't work and was likely either made this way through damage in transit or even factory production. They keep consistently trying to force a return on me when I have stated I cannot do one for a multitude of valid reasons, so apparently they believe I should just deal with getting a faulty product and not getting a refund for it. To be clear I have provided very clear and detailed video evidence of this issue so they can see for themselves that the item does not work this video included showing it being attempted to be turned on and showed the battery compartment with the batteries inside of it as well, I made sure to be thorough in the video to make sure they saw all the details needed, they do not care about the video evidence and seemingly ignore it. I have already had large amounts of issues with customer service offering me zero help claiming they cannot do anything in other situations, constant attempts to force you to spend, false advertisements on social media claiming you get free gifts and credits in BOLD letters yet you get the app and everything requires larges amounts of money spent. I don't have issues with similar sites to temu to this extreme ever so this is alarming to me, I should've listened to people telling me not to get it.

  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. We apologize for any inconvenience this may have caused. We assure you that our customer service department is doing their best to address your concerns promptly. 
  
  Our customer service department also offered you an explanation regarding this matter through an email ticket on Nov 24, and they will provide you with feedback as soon as they have an update. Please pay close attention to your inbox and await the resolution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat. 
  
  Best wishes,
  ******

• Initial Complaint

  Date:11/18/2024

  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.

  I have been trying to make a order with Temu on my account for a while. For some reason the will not let the order go through. They keep saying something about a anomaly and will not tell me what that is to fix it. I have change my card on multiple occasions. It will not accept any new bank card. I checked with my bank already and there are no problems with it. I just want to fix the account. But they will not give me any answers or help to do it..

  Business Response

  Date: 11/27/2024

  Hello Loulee,

  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 the inconvenience. We want to safeguard your account against any potential hackers or unauthorized access. If someone were to hack your account and place an order to be delivered to them, our verification team would promptly verify that you did not make the order. The order would be immediately placed on hold until you, as the rightful account owner, confirm your ownership.

  To resolve this issue, we recommend the following steps:
  1. Trying another payment method.
  3. Ensuring the delivery address is correct.

  We understand that payment issues can be frustrating, and we appreciate your patience.
  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 regards,
  *******

• Initial Complaint

  Date:11/18/2024

  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.

  TEMU CUSTOMER SERVICE.EMBARRASSMENT!!!I will not pay for used order #PO-211-11506087619113723) damaged torn ripped box,Parts falling out... have someone pick up within 5 Days. I have advised my bank not to pay and reverse chargesthis was returned by someone else, if not picked up within 5 days will throw out file complaints on line and Better Business Bureauyou will also loose customersit is absolutely shameful and disgusting that you deliver a product like this to an excellent customer, no less to someone who is 82 years old.Respectfully *** ***** ************

  Business Response

  Date: 11/26/2024

  Hello ******,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked your order details and found that you have initiated a dispute on the order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on ****** or your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company.

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

  Best wishes,
  *******

• Initial Complaint

  Date:11/18/2024

  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.

  Temu is engaged in False and deceptive marketing promotions. This promo was for 10 free items by inviting friends. I invited friends that accepted and earned the full amount required but the system didnt apply the coins that earned to the current promotion but rather to a different promotion. When I questioned them, they lied and said the invite in question was applied to round two because round one was expired but I supplied them proof that invites accepted after the one I question were in fact applied to round one, they still did not honor the promotion. I have tried to resove this but just get the run around even when supplying all the proof of the error when asked. I have gone through all the online and phone options to resolve but they refuse to honor the promotion. This is false and deceptive and they have gone as far as to blatantly lie when asked for an explanation. This matter should have been quickly and easily resolved once the proof was supplied and the promotion honored but temu just makes excuses, lies, and keep saying please be patient while we investigate in hopes that customers will just give up.

  Business Response

  Date: 11/25/2024

  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 that you are experiencing difficulties with our promotional activity "Invite Friends & Get Free Gifts". Please rest assured that the activity is real and valid and numerous users have already successfully completed the tasks and received rewards through their own efforts. However, we value your support and our customer service representative has offered you Temu Credit to express our appreciation for your participation. 
  
  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 further assistance, please send us more proof by messaging us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******