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:11/18/2024

  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.

  PO-211-***************** Order date around 11/7/24 Issues ordered an electric skateboard, straight out of the box plugged it in so I could go test it, all of the sudden it started smoking due to faulty lithium batteries so I took the skateboard outside due to hazzards they aren't offering me a refund or replacement and want me to plug the skateboard back in and take a picture of it smoking causing risk to me because they can quite literally explode.

  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 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 the skateboard.
  Our customer service department kindly requests that you provide a clearer image or a video that clearly shows the damage or the defective part. If you are unsatisfied with the skateboard 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, log in 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 offered you an explanation and a compensation plan through an app message on Nov 20. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

  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:11/18/2024

  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 ordered some cleaning solution, two bottles from TEMU Company. I used my credit card from *********** and have not received the products since I ordered this at the end of October 2024, and right now it's November 18 and I want my money ?? return on my credit card now. I don't want the merchandise anymore. The order number is PO-211-*****************. Please tell them to return my funds.

  Business Response

  Date: 11/25/2024

  Hello *****,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Nov 20. Since the order arrives later than the estimated delivery date, we have issued a $5 credit to show appreciation for your patience on Nov 16.

  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:11/18/2024

  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.

  I made an online purchase on October 10th, 2024 in the amount of $40.66. There were 5 items ordered. I received a shipment on October 23rd, 2024 that contained 4 of the 5 items. I contacted Temu to have the missing item reshipped. On November 13th, 2024 I received a package containing the same 4 items which still was missing the 5 item. I tried the virtual chat option to resolve the issue which did not help. I called Temu twice and they submitted a refund review which was denied. I requested a supervisor call me to discuss. When the supervisor called I explained the situation even providing the bag size of the packaging they sent the other items (it is listed on my orders page) which would not have fit the size of the missing item which is much larger. They said they would send my case to the escalation department to see how they could resolve to my satisfaction. I received an email later stating they show my items were shipped and they will not be able to refund or reship my item. Terrible customer service and taking advantage of customers with being unethical.

  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 carefully investigated your case with the relevant department and can confirm that our customer service department has emailed you and proposed a special refund solution for you. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter. Thank you for your understanding and patience.
  
  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:11/17/2024

  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 November 6th, 2024, ******* **** Purchased Solid Wood Dining Set Farmhouse Table and Bench Set Farmhouse Furniture for Dining Room Corona Collection Order Number# PO-*********************, She paid $348.22 after taxes; it was being shipped from local warehouse, so shipping time frame was given 3-5 business days. After 3 days of processing ******* attempted to cancel the order due to suspiciously long wait time due to it being an in-high demand item; However, it was denied, and Item was shipped. Item was delivered by ***** on November 9th, upon opening the box and starting to piece the item together, I see it is only half of the set. I go back to the box and there is a sticker on the box from the warehouse stating 1 of 2 however, I do not have any other tracking numbers for another box, and everything is marked delivered. When I go back to make sure I didn't misread upon purchasing, but I had not. It is sold as a complete set, and there should have been two boxes sent to me to complete my purchase. I reached out to the store for a refund but was denied because they said it was delivered and no reason for a refund. I attempted customer service with ticket escalation with uploaded pictures to prove what all I had been sent and all they wanted to do was give me partial refunds as low as 35$. No resolution or answers to my questions. After all this going on for about a week of tickets with customer service representatives and feeing like I have just been scammed and I put in for a full refund by returning what I have, the store then immediately reached out and asked me not to return the item that they would give me 50% refund instead. Thinking I would be better off with this then nothing I said Yes. When I went to get it, they changed it to a partial refund of only 35$ so I quickly exited and did not accept it.

  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 for the inconvenience this may have caused. We have checked the order details you provided and can confirm that $348.22 of your order 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.

  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:11/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They double charged my cards , they charged my cash app card ending in 1238, and they charged my friends card as well ending in 5857 on November 8th my card at 10:46 pm and his card at 9: 56 pm, the proof is there, and they are saying they won't pay me back. I literally paid for this 1 order 3 times.

  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 the details you provided and, after our investigation, it appears that there is only one deduction from your account. However, to ensure clarity and assist you further, our customer service team reached out to you via email on Nov 18 and has been following up on this issue. Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  Furthermore, we want to emphasize that all our payment links have obtained ************************** Security Standard (PCI DSS) certification, ensuring the security of customer payment information. ********************** 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:11/17/2024

  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've contacted Temu multiple times trying to get a refund after a porch pirate stole my packages after delivery. I'm a plus member and in the terms it claims to give full refunds or credit or reshipments. I received the run around and copy paste Bot masquerading as an employee. Over explained my side to multiple supposed employees.

  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 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 Oct 24.
  
  Our customer service department has also offered you an explanation through an email ticket on Nov 19. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

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

  ******

   

   

• Initial Complaint

  Date:11/17/2024

  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 buy things on Temu as well as play fishland game. The day I collect the gift they say not not avail yet the gift is right below they offer the gift they ask me to buy the gift the same item instead of give it to me the offer they give me instead a less value they say they cant do anything about about it they lack of integrity Z they gaslight the emotionally and fiscally abuse . Their chat where you send photos they dont attend to the direct info you call they cant access the direct info . They lie is class action suit out me on. Also they lower your tracking on the games so you can never win an item in farmland game . They do this all the time I have a thousand text to them they say Im valued obviously Im not . They are mental psychologically and fiscally abusive . I feel they owe me a million dollars now they waste my time they lie they have no way to attend they send my issue to declare for next day when the offer would be expired. They play games with their customers. They are dishonest they should be sued shut down investigated for poor business practices . They are based in ****** yet all gifts come from ***** so internal business breach break federal and international law. I have zero tolerance for lies gaslighting lack of integrity switch and bait time temporal abuse fix this shut them down put a class action suit against them . They lie everywhere they put you on hold call you back at wrong time they are so illegal . Help me now !!!

  Business Response

  Date: 11/25/2024

  Hello Dani,

  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 understand your concerns regarding the free gift options available under our Farmland event. To assist you further and address your concerns effectively, our customer service department has emailed you for additional information through an email ticket on Nov 18. 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:11/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sofa from Temu that did not describe the amount of assembly required and it arrived on October 19 2024 in the package pictured here. The package was also taped all over and had obviously been returned and resent several times. We refused delivery from *****, and an older gentleman loaded it onto his truck and took it away. No paperwork. I contacted Temu through their website and have tried every way I know to let them know this is not a return but instead is a refusal of delivery. They keep sending paperwork to request a return. There is nothing to return since ***** took the parcel away for return to Temu. Now they have cancelled the return saying they never got a return. We can't get through to anyone to help so have filed with the credit card company but it is still not resolved. I would never order anything from Temu again, and they send three to four emails a day with offers. Disgusting company.

  Business Response

  Date: 11/24/2024

  Hello C,
  
  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. 
  
  Our customer service department has also offered you an explanation through online chat on Nov 20. 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:11/17/2024

  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 retuned all 14 items together in one box and one tracking number on 11/10/24,but TEMU said they received 7 items,so I just received a part of refund. The **** receipt shows this package was received on 11/12/24,and the weight is ***** pounds.I sent the receipt to TEMU asked them weight the items that they received,if the weight is different,it's means TEMU lost the items by themselves,it's not my fault,Ive shipped back all items and it's delivered. Please help me get back my refund,I appreciate!

  Business Response

  Date: 11/24/2024

  Hello Qing,
  
  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(s) and we have double-checked the details with our colleagues in the relevant department. As per the investigation result, our warehouse hasn't received all the items. Plus, we have initiated the refund on the items that our warehouse has received for now. We regret to inform you that we cannot fully meet your expectations in this situation. 
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 20. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 11/24/2024

  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. 

  [Thiss receipt of the retuned items,Ive shipped all the items,and the package was delivered.If TEMU insist they don't received the items,please show me the evidence like me!Temu lost the items by themselves,but asks the consumers be held responsible,thats ridiculous and unreasonable,it's an overbearing rule, and consumers have the right to oppose it. ]
  
  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,

  Qing

   

   

  Business Response

  Date: 12/11/2024

  Hello Qing,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We apologize for any inconvenience this may have caused.
  
  Upon checking, our customer service team has been working diligently with the relevant departments to thoroughly investigate and verify the matter. This comprehensive process requires some time to ensure that we provide you with accurate and reliable information. 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:11/17/2024

  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.

  Bait and Switch:Firstly, I want to mention that I'm both a "TEMU Circle" Premium Member (paid membership) and someone with dozens and dozens of orders at TEMU.TEMU has games where you spend A LOT of time (dozens of hours) playing and slowly progressing toward free prizes that you pick at the start of the game. You also make real purchases to gain additional in-game currency to help you progress quicker. I played the game ************* for many hours after choosing a "Revasri" Golf Range Finder and a "Mini LED Projector" as my prizes.After many, many hours or playing including hundreds of dollars spent on purchases to help me progress faster, I finally "won" the game. Immediately upon winning I was told "Those items are sold out, please repick new items as your reward".The items offered ranged from $2-$10 of mostly junk or items I had already purchased. More importantly, both the Revasri Range Finder and Generic Projector were both CLEARLY still available from multiple sellers and from ************************* hope was that, as a TEMU circle member especially, the **************** would be able to see this clear issue and either offer to ship me the same items since it was still available, or at least see that there are multiple similar items that could be offered.Instead, I was given an hour of run-around while they figured out how their own game worked then told that there's nothing they could do and I'd have to select one of their $5 items as a replacement. I told them this wasn't acceptable. I think they're now going to send me a $10 credit (which i didn't request or say was acceptable).All told, this is a CLEAR "Bait and Switch". I was offered $40-$60 worth of PRE-SELECTED items only to be told ONLY AFTERWARD that I would be stuck with $5 junk items that I'd still have to make another purchase to receive. NOT ACCEPTABLE!

  Business Response

  Date: 11/24/2024

  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 that you are experiencing difficulties with our event "Coffee Tree". Please rest assured that the event is real and valid. Meanwhile, we value your feedback and will continue to improve our activities and look forward to providing consumers with a better experience in the future. As a gesture of goodwill, our customer service department has offered you a special compensation of Temu Credit on Nov 17.
  
  Our customer service department has also offered you an explanation through online chat on Nov 17 and 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 further assistance, please send us more proof by messaging us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 11/24/2024

  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 # ********.

  This business response adds NOTHING to what I've already said.  It is a worthless, pre-canned response.  I had already had stated that I believed TEMU would offer me a small credit, but I did not request this or accept it as a solution.  They also mention the two times I spoke with ***************** but **************** did NOTHING, so what does that have to do with a solution?  What customer service told me was that I would have to accept the fact that I was the victim of a BAIT AND SWITCH.  Again, I "won" two nice electronics, but I was forced to "accept" two junk items (which weren't even free because I still had to purchase enough other items to have them shipped).  This is a 100% a traditional SCAM.  I'd like an actual explanation for how it's acceptable to bait and switch someone in your games.  Explain why I can be told I've won $60 worth of items, but then told those items aren't available (when I can see they're clearly still available), and that I have to now choose two $5 items as replacements.  I need an actual explanation for how this is ethically ok, and also how it's legal.
   
  Regards,

  ****

   

   

  Business Response

  Date: 12/11/2024

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We understand your disappointment that the specific items you wanted became out of stock during the promotion. Unfortunately, due to the pre-determined nature of these promotions with specific merchants, we are not able to substitute out-of-stock items for other items from different merchants. Also, we are not able to change the items offered in the event or offer you the credit amount of the item. We appreciate your understanding in this matter.
  
  However, in recognition of the frustration this situation has caused, our customer service team has issued a special compensation for you on Nov 17. We understand this may not fully address your concerns, but it represents our goodwill to provide a better customer experience. 
  
  Meanwhile, we're constantly working to enhance our promotions. We appreciate your feedback and will use it to improve our future activities.
  
  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: 12/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Nothing has been done for me. At the end of the day I played for months being told I was winning nice items only to be switched AFTER I won them. I dont believe this is ethical and possibly not legal, but the business clearly will not be doing anything about it. I think theyre only responding at this point hoping that I dont respond so Ill keep responding to these messages so that BBB doesnt automatically close the complaint in Temu favor. 
  

  I DO NOT ACCEPT NOTHING AS A RESOLUTION FOR SWITCHING OUT EXPENSIVE PRIZES FOR JUNK. 
  
  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,

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