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:11/15/2024

  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 placed an order for my daughters on my daughter account. ********************** charged my card the full order amount of $164 but then cancelled my order for suspicious activity. I replaced the order and my card was charged again and this time out on hold for owner verification. I sent a copy of my bank statement and the debit card to show i authorized the transaction and yet they still declined or denied taking my order off hold. I called and representative told me I needed to submit documentation to prove I can use the card which I had already done 3 or 4 times. I refuse to keep sending my bank statement and card information. I feel this company is giving fraud and scam vibes. Im highly ****** off bc I really wanted the order of the clothes for my daughters and theyre upset that the order is not going to ship which also ****** me off that this has upset my children. I have never dealt with a more unprofessional inconvenience poor customer service ********************** in my life. I aint never had to jump through so many hoops and loops to purchase something online. I sent documents online and called and gave verbal authorization and they still refused to release my order to be shipped. At this point they owe me more than a refund for all the hassle I went through trying to get the order to ship and still have yet to get my issue resolved. This company or website should be shut the f*** down! Im tempted to consult an attorney about my rights as a consumer to sue for emotional distress bc this is absolutely ridiculous. I wouldnt have placed the order if I didnt want the merchandise obviously and half of the items I selected are almost sold out and with them delaying and holding my order, the items might be sold out already by now

  Business Response

  Date: 11/22/2024

  Hello *****,

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

  We sincerely apologize for the inconvenience. We have checked the order details you provided and can confirm that your orders have been refunded to your original payment channel. The cancellation can happen due to insufficient funds, invalid card information, or multiple unsuccessful attempts.

  To assist you in resolving this matter, we kindly recommend trying the following options: 1. Double-check payment information: ensure that the payment details entered for your order, including the card number, expiration date, and billing address, are accurate. 2. Check your card balance: please verify your daily withdrawal or purchase limits of your card. 3. Contact your card issuer: we recommend reaching out to the company that issued your card or your bank for further assistance. 4. Try other payment methods: you may consider using a different credit/debit card or another supported payment option that we have available for your transaction. If you have any further questions or need additional assistance, please don't hesitate to ask. Your satisfaction is important to us, and we are here to help.

  We hope this information helps. If you have any further questions or concerns, please do not hesitate to contact us through Temu.com or Temu app live chat.

  Best regards,
  *******

• Initial Complaint

  Date:11/15/2024

  Type:Sales and Advertising 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-********************* purchased on 8/17/24 was supposed to be eligible for return until 11/15/24. As I was filling out the return request form, I was kicked out of the system & received the error message that the return window had expired at 12:33AM CST (unbeknownst to ******** was 12:34AM CST. This is unacceptable! I request this & 4 other returns that met these same conditions, to be processed immediately. I've been a regular Temu customer since January 2023. ********************** has a generous 90 day return policy which I appreciate, but that seemed to be modified as of April 2024. All of a sudden, instead of the 90th day being the deadline as it had been, a timestamp requirement was added - without notifying customers nor updating their website of this change. In addition, the customer's order summary page DOES NOT display the timestamp! (See attachment) The ONLY place this timestamp appears is on the order confirmation email sent after the order is placed, so unless the customer saves that email, how is the customer responsible for honoring this?! The ONLY way I learned of this change was as I was inputting my return requests, I was kicked out of the system & told the return window had closed & was no longer eligible for return even though I was only 30 seconds outside of the window! Given how Temu was & is supposedly focused on expressing appreciation of "valued customers," I was incredibly confused, frustrated & then furious when I contacted Temu's Customer Support on several occasions about this issue, which I incorrectly assumed was due to a system glitch that didn't account for the time zone difference. The agents are no longer willing nor able to manually process these returns as exceptions as they had always done even a week late up until April 2024. I tried for many weeks to escalate my concern within Temu **************** but never got resolution nor an agent proficient enough with English to understand what I communicated. here. I have attached the other orders.

  Business Response

  Date: 11/22/2024

  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 are sorry to inform you that we cannot support your return/refund request as it has exceeded 90 days after your order was submitted. Please understand that Temu's return and refund policy has a return window of 90 days after the day of purchase. Thus, we apologize that we cannot meet your expectation this time. 
  
  We also want to emphasize that, according to our return and refund policy, if you are not satisfied with any items you received, 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 (********************************************************************************). For detailed return instructions, please visit **********************************************************************;
  
  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:11/15/2024

  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 placed an order on November 2, 2024 for a pancake batter dispenser. I paid $5.49 plus $2.99 for shipping. The company is claiming that my item was delivered however I never received it. I provide them pictures from my door camera showing the mail carrier coming to my door and then leaving and there are no packages even though it is marked as delivered. The company is refusing to refund me my money even though I have not received the item that I paid for.

  Business Response

  Date: 11/22/2024

  Hello ********,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/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 7. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.

  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

  Customer Answer

  Date: 11/22/2024

  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:11/15/2024

  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.

  The way the website is set up, it appears that you would get 100% reimbursement. They have where you go pick 3 or 4 things and you have ****** off making it free. But the money is never applied. I know I'm elderly and not real good with figuring out internet for shopping. But even my 12 year old granddaughter who was setting up my smartphone that it appeared that way. But the time we figured it out, There were 6 smaller orders for around ******. I contacted them via online chat and said there was nothing I could do and only thing he could do is give me a ***** credit for my next purchase. Next purchase? The 6 order # PO-211-*****************/ PO-211-*****************/ PO-211-*****************/ PO-211-*****************/ PO-211-*****************/ PO-211-*****************

  Business Response

  Date: 11/22/2024

  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 any inconvenience. We have checked the details you provided and confirm that the event has ended and you did not receive any rewards. We can assure you that all of our programs are authentic and effective, and many users have successfully completed tasks and received rewards through their own efforts.

  Please note that the reward is a coupon bundle, not credit or cash that can be deducted. The coupon bundle consists of multiple coupons that can be used on future orders. You can click on your coupons to view the specific amount and expiration date of each coupon. Our customer service department has also offered you an explanation through online chat on Nov 13. 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,
  *******

  Customer Answer

  Date: 11/22/2024

  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
  The website indicated the coupons were still good. I would not have proceeded if I had not thought so. The way it is set up is very sneaky. I know elderly are not that good at spotting such things. I don't have a problem with Aliexpress so why TEMU? Even my  grandniece, who was setting up my cell phone did not notice it. The pop up would say click here to check out to receive the discount, so I did. This was done with in minutes of clicking upon the pop up. So how could it be doing something wrong? Did it disappear within 5 minutes? My family and friends are waiting to see how this paned out to see if they will switch from Aliexpress and *****. I got all of my family and mine and their Facebook friends shopping at **********. When I fine a new place to shop, they wait to see what happens, then they switch over. They get so excided when we fine a new place to shop. It is lots of fun. And TEMU does have some good prices. They are just waiting to see what's happing with these orders. Thank you for your time on this matter. It is very confusing for elderly people.
  Regards,

  ****

   

   

  Business Response

  Date: 12/10/2024

  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 have checked the details you provided and confirm that the event has ended and you fail to win any rewards. The rules of our activities are stated on the upper right corner of the activity details page. Please rest assured that the activity is real and valid. Meanwhile, we value your feedback and will continue optimizing the activity to provide a better user experience.

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

  Best wishes,
  *******

  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. 

  [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,

  **** I ordered within 2 hours of receiving the email and you tell me that the event lasts for less than 2 hours? I followed what it told me to do. It tell me that there is a coupon for such and such amount. But when you go to check out. There is nothing, It is the same amount whether or not anything is applied. Nice joke on old people. Reminds me of pch back in the 70's and 80's. Asked my husband to ask **** about their opinion about whether or not it is misleading. I don't find this funny at all.

   

• Initial Complaint

  Date:11/14/2024

  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 is probably the worst business ever. I've ordered clothes that were EXTREMELY low quality that had to be reported, sent back, etc. But I think this issue takes the cake. Purchased a glass bookcase on November 4th. The order ID is ************************. I received the bookshelf in good condition. But after a few days of using it, the whole thing shattered to pieces! Glass everywhere! I opened 2 returns and then canceled them because there's no way I can send this thing back in pieces and when I reported it, they only gave me a *** QR code to box it up and ship it back. How can I send back broken glass? I'll attach pictures. This issue needs to be resolved. I don't want another bookcase. I want my money back!

  Business Response

  Date: 11/22/2024

  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 have experienced with this issue.
  
  If you are not satisfied with the item you received in your order, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.
  
  The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days (up to 30 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,
  ******

  Customer Answer

  Date: 11/22/2024

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

  This did NOT provide with me with a Resolution at all. When I go through the returns process, it ask me to send the product back. HOW CAN I SEND BACK BROKEN GLASS???? Did you guys miss the pictures that I attached with this complaint showing that the entire bookshelf is BROKEN??? The glass shattered! So now what?
  Q
  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,

  Whitney

   

   

  Business Response

  Date: 12/10/2024

  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 $120.23 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. Our customer service department has also offered you an explanation through an app message on Dec 1. 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:11/14/2024

  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.

  On October 30, 2024 I made a $87.55 order with Temu. I have never had a problem with them until now. They decided to send my package with a courier instead of by U.S. Mail. The courier has already agreed there was a problem with the delivery (attached) Temu stated that there was a delivery confirmation picture (attached). The picture does not show it was delivered to me, the courier agreed. Temu has refused to replace the items or refund my money.

  Business Response

  Date: 11/22/2024

  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 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 the order you mentioned has been refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. 
  
  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:11/14/2024

  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 has a event and you can cut the price down on 5 to 6 items not once but twice I did that and they did not award me. The items the game has been Rigged. This is also happened to my wife. I have multiple screenshots and Ive talked with customer service and They want me to wait 24 hours I did my tickets supposed to have been escalated top priority. Im getting the same thing the Day today all I asked, was to have the items that I should have one shipped to my house or a credit for the amount that I cut down to purchase the items that they want. Send. Wife was awarded multiple credits. I just asked for the credit of the amount that I cut for the gifts to be bought with. I really just wanted them to send me the items I shouldve won.

  Business Response

  Date: 11/21/2024

  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 "Invite Friends & Get Free Gifts". We are sorry to inform you that the rewards issued to you are consistent with the activity according to our rules and policies. 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 understand your frustration and our customer service team has offered you special compensation of Temu credits on Nov 12 and Nov 18 as a gesture of goodwill.
  
  Our customer service department has also emailed you and offered you an explanation 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 send us more proof by messaging us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 11/22/2024

  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:11/14/2024

  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 customer service through the ******************** site about items missing from my recent delivery. I asked many many times to chat with a human being and was never connected. I would like the missing items refunded. I cannot do a return for items I never received

  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 $54.38 of your orders 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.

  To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.

  Best wishes,
  *******

• Initial Complaint

  Date:11/14/2024

  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.

  My package was not received. Attached are the delivery photo and a photo of my house from *********** You can clearly see they are not the same. After contacting ***** i was informed the shipper ******** ****** provided them with the wrong tracking number and address. Temu and ******** ****** refuse to provide a refund.

  Business Response

  Date: 11/21/2024

  Hello *******,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 15. 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,

  Customer Answer

  Date: 11/21/2024

  [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:11/14/2024

  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 placed an order with Temu for the first time on 11/03/24. Right away, I felt that something was wrong. Luckily, I saved a copy of the order because I have yet to receive a confirmation email of the order, even after I received some lame excuse about my not having entered my email address at the time of the order, which is incorrect. I provided my email address and still have yet to receive an order confirmation, although the funds were debited instantly after the order.Since I have no history with Temu to know whether they scam consumers, a sure sign to me is that they don't confirm your order. Calls to their "customer service" went unanswered as the number was not the same one on the account, as though I must call from the exact same # on the account in order to obtain the status of my order. I have tried reaching and have failed. 'm requesting the BBB's help to resolve this matter.

  Business Response

  Date: 11/21/2024

  Hello Val,
  
  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. To find your order confirmation email, you can do so by following the steps below:
  1. Log into your account and tap the Human-shaped icon 'you' on Temu app, click Your orders, and choose your order. You can see the time and email address of your order confirmation email below your address.
  2. You can also tap the avater icon on Temu.com,click 'Your orders' ,choose your order and click 'View Order Details'.You can see the time and email address of your order confirmation email below your order ID.
  3. If you can't find the email, try to check your trash mailbox.
  
  If you still cannot find your order confirmation email, please follow these steps:
  1. Log in to your Temu account and go to 'Your orders'.
  2. Find your order, view the order details and tap your order confirmation on the Temu app or Temu.com.
  3. You can then click 'Edit your email address' or 'Send to a temporary email address' on the Temu app or Temu.com to receive the email later.
  
  We hope this information will help you find your order confirmation email. In addition, our team has also confirmed that your package is now in transit. 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. 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: 11/24/2024

  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. 

  . 
  Good Afternoon:  I am in receipt of your response and I do not find it acceptable due to the following reasons:

  
  1) There is no excuse that you or your firm can give regarding the inability to send a confirmation email.  If you can instantaneously charge my account for the goods, then you should be mature enough as a business to send emails instead of asking customers to add an extra unnecessary step to go to your website and check on the status of an order.

  
  2) Unfortunately, since I did not receive a confirmation email, even as I used your protocols to obtain one, still didn't one, and no, it was not in my junk mail, I had no choice but to go to your website to check the order's status, which states that *** has no status since they do not have the goods in their possession.  Thus the order can't be tracked.

  This message as well as the message on your website giving a range of December 4 -23 for delivery lets me know that I will never order from your firm again as 30+ day delivery timeframes is not 2024 so much as it is1974.   
  
  
  FAQ
  
  Regards,

  Val

   

   

  Business Response

  Date: 12/11/2024

  Hello Val,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We sincerely apologize for any inconvenience this may have caused. According to our latest internal information, your order is now in normal transit. We appreciate your patience in waiting for your package.
  
  Additionally, our customer service team has also reached out to you via email to provide assistance regarding the delivery issue and order confirmation email issue. Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message 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. 

  While I was unable to reach you, I reached out to *** and found that according to them, TEMU had the package rerouted from *** to ***** causing a delivery delay of one week, assuming that it even arrives then.  The package status updated form a delivery date of 12/12 to 12/19.

  
  

  Please see attached response.

  
  

  Cordially, 

  
  

  *** ****

  
  

   

   

  Business Response

  Date: 12/22/2024

  Hello Val,

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

  Thank you for your feedback. We sincerely apologize for any inconvenience this may have caused. We have checked the order details and can confirm that this order has been refunded to your original payment channel on Dec 12. Once the refund has been successfully processed, please note that it may take 5-14 business days (up to 30 days) for the refund to appear in your original payment method.

  Our customer service department has also emailed you and offered you an explanation through an email ticket on Dec 13. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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

  Best wishes,
  *******