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:11/09/2024

  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.

  The date of the order was Nov 7 2024 the company is Temu.com they have offered me huge discounts on products *** ordered . However after they received my order they withheld my order claiming there is insufficient information to prove I am the owner . I have contacted them through my account gave them all my contact information name phone number address card information I even went so far as to show them my credit card statements showing where they been paid and even took photos of me holding my credit card and they still claim its not enough proof that im the owner . I believe what they are doing is purposely putting orders on hold forever on purpose so that they dont have to deliver on their promises on the discounts they offer in otherwords I believe they are committing fraud and need to be investigated . I believe they are purposely withholding on delivering on their promises in order to not provide the products they promise .

  Business Response

  Date: 11/17/2024

  Hello Kc,
  
  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 sincerely apologize for the inconvenience due to the cancellation of your order. We have identified unusual payment activity on your order, resulting in its cancellation. Rest assured that you were not charged for the cash payment of this order.
  
  Our customer service department also offered you an explanation regarding this matter through an email ticket on Nov 12 and Nov 13, 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. 
  
  We understand that this situation may cause inconvenience. We assure you that our customer service department is doing its best to address your concerns promptly. 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: 11/17/2024

  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.]
  They claimed it was unusual payment activity as a excuse to refuse to send me the products at the deal they promised . They continually told me that they had insufficient information .  But I gave them all the information they asked for to get my order to go through Ive contacted them from my member account ive gave them my phone number my address I even sent them photos showing them that I live at that address . They wanted my billing information for my credit card which I gave them I even sent them screen shots of my billing account showing that the name address and everything is correct I even sent them stuff from my billing statement showing that I indeed own that account and ive even shown them that I have other orders through their company that went through just fine that I paid for . I even went so far as to send them photos of my credit card like they asked for but no amount of information was enough for them to a take my order off hold and simply send me the deal they promised . It all has to just be a scam there is no reason not to send someone the stuff they ordered if they have proven their identity to the company time and time again unless the company simply doesnt want  to comply with their side of the order and send out the order the person paid for sure a company  might decide to cancel the order after the customer has tried to work with them for days and gave them everything they asked for and complained that its still not working however that doesnt change the fact that what they are doing is simply refusing to keep their end of the deal to commit fraud hoping that customers will just get tired of waiting for the company to do something about the order and just give up . The fact is they received all the information they needed to send me what I ordered time and time again for days I went above and beyond to give them all the information needed to prove my identity to receive my order . They simply were commiting fraud and got tired of dealing with the customer  so they decided to cancel the order and send money back . But ask yourself how many other customers out there would have fell for that fraudulent activity  and eventually got tired of dealing with the company and simply accepted the loss of money in their account instead of spending hours day after day dealing with the company trying to fix the problem .  They definitely need to be investigated for fraud because if you send a company every piece of information possible about you to prove your the owner of the account over and over for days and they still refuse to hold up their end of a deal they made because they dont want to provide the promised discount  there is something seriously wrong . They wouldnt even let me talk to a manager involved with the so called issue everyone would only tell me oh thats another departments job all you can do is wait patiently for the verification process to go through which again never does because they always claim there is insufficient information in a notification  hours after I get off the phone with customer service  even though they are given everything they asked for several times a day for days .  Its just a excuse not to give out what people ordered . Heres something else concerning think about this if they wont send me the order I was promised at the discount they offered using insufficient information proving im the owner of the card as a excuse then why at the same time of that order they decided to take my money on two other orders and send out 2 other shipments to me if they didnt think I owned that account ? There would have been a stop order on all orders and shipments they wouldnt have went ahead and processed and shipped other orders to me if that was the case . The fact is they simply didnt want to honor the discount on that order they promised to send and instead they used a excuse not to send me what I ordered . Think about it like this if you were a car dealership and someone decided to buy 3  cars from you and you were concerned about their identity would you still sell them 2 of the cars and only  keep them from buying the one car that was supposed to have a huge discount on it ? Its  a scam to bring in customers and not provide what they promised plain and simple 
  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,

  Kc

   

   

  Business Response

  Date: 11/26/2024

  Hello Kc,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we sincerely apologize for the inconvenience caused by the cancellation of your order. We take the security of our customers' transactions very seriously, and the unusual payment activity detected was flagged in an effort to protect your account and personal information. We understand that this may be frustrating, but please rest assured that it's a necessary measure to safeguard your account.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 19. 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. We appreciate your understanding in this matter. 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:11/09/2024

  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.

  Hello, I purchased items on this website which I have purchased before on several occasions and had no problem. I was purchasing a lot of items for my new place. In the last few days I spent well over $1,200 in merchandise from this company. So the following day I get a message saying that if I spin this wheel on the website I can get the prize that comes up on the Wheel so I push the button the wheel spins and it comes up zeros. Which I think that's no good. But really what it was it gave me three free gifts, that I choose. So I figured that it was because of all my purchases that I made There giving me this chance to win these gifts. Now it's the more you buy the closer you get to getting these three gifts which are nice gifts. So I look through the site and find other things that I would like to buy which keeps reducing this down to eventually get these gifts for free. Which I do! Comes up on the screen I won the gifts but they don't go into my cart. I keep hitting the button but nothing ever happens. So I contact them and tell him about it. And you figure they would just be able to switch something while it's like they never intended for me to get these gifts. So I contacted them told them what was going on figuring that they would just honor the free gifts cuz I bought so much merchandise in the last few days. I asked several times to speak to a manager and everything's by text you can't speak to someone live. I never actually know if I get a supervisor or not. But I'm told don't worry they're going to take care of it. They'll look into it and you know supervisor will be able to tell and issue these gifts. But today instead of having the issue resolved. They just canceled my order so they didn't have to give me the three gifts. Saying that there was a problem with my payment method. Which I use the same payment method on all the purchases I made. So they scam me to get all this extra other product that I bought because of working to get these three free gifts.

  Business Response

  Date: 11/17/2024

  Hello *****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry that you are experiencing difficulties with our Bargain to Win Free activity event.
  
  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. 
  
  Our customer service department offered you an explanation regarding this matter through an email ticket on Nov 14, 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 regards,
  *******

  Customer Answer

  Date: 11/19/2024

  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:11/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scammed by Temu.com I ordered a desk it came broken I ask to return it temu sent a bad label. I contacted temu they are giving me a runaround I provided them with the info that it was not valid . They are acting as though they do not understand what I'm saying.

  Business Response

  Date: 11/18/2024

  Hello L,
  
  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 caused by the return label issue. 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. 
  
  Our customer service department will provide you with feedback as soon as they have an update. Please pay close attention to your inbox and await the resolution. We greatly appreciate your cooperation 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 further assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******
  

  Customer Answer

  Date: 11/20/2024

  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,

  L

  Temu did not refund the money or done anything alt all 

   

  Business Response

  Date: 11/28/2024

  Hello L,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.
  We checked the details you provided and confirm that the logistical tracking of your return package is not found on the carrier's website. For this reason, we would like you to check whether the returned item was sent using a different return label. If this is the case, you can attach proof of shipping to our customer service department through ******************** or ********************** app. They have also offered you an explanation through an app message on Nov 21. Please check your Temu account for more details.

  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: 12/02/2024

  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,

  L

  The information temu already has it is their label used if it cannot be found that is their fault. Item was sent to shipper with temu label.

   

• Initial Complaint

  Date:11/08/2024

  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.

  Hi. Heres the translation of your message to English:I order from Temu every week. I place 4-5 orders per month, but recently, Ive been dissatisfied with some of my orders and returned them because they didnt match the photos. I returned my last two orders, but I havent received a refund for those returns. Ive been contacting Temu customer support every day, but they keep giving me the same response, saying they couldnt locate my items and therefore cannot process the refund.For the first return, out of 46 items, I only received a refund for 25, while 21 items seemed to be missing or didnt match for some reason. For my latest return, which included 12 items, I received no refund, and they canceled my refund request entirely. When I reached out to customer support again, they replied that my return either didnt match or couldnt be found. It seems Temu doesnt want to give me my money back. The total amount for these 33 items that they wont refund me is over $400.I truly hope Temu responds here and stops giving the same repeated responses. I just want my money back for the returned items, thats all.

  Business Response

  Date: 11/17/2024

  Hello Dilorom,
  
  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 items 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 Oct 27. Please check your Temu account 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,
  *******
  

• Initial Complaint

  Date:11/08/2024

  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 sold me a product at an inflate price on September 2 and I was able to cancel that purchase and order the same item on the same day for significantly less money and I placed a cancel and return for my money which was charged through Klarna. I have sent filed a complaint with the consumer, *************************** against ******, and I am now filing won against Temu for the same issue. ***** decided not to refund me in a timely manner, but told me that they did refund me and I have yet to get a final resolution to this problem and today is November 8, 2024. They have given me the runaround and have told me to contact Klarna of which Klarna has told me to contact Temu and the process has been ongoing back-and-forth. its poor business practice and ***** told me they refunded me the amount already and send me over proof of a refund back in September

  Business Response

  Date: 11/15/2024

  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 $41.38 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. Regarding other orders, we found that you have initiated a dispute on these orders, 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 offered you an explanation through an app message on Nov 8. 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:11/08/2024

  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: PO-211-***************** Tracking: UUS4B10833576124398 Date of Transaction: October 31, 2024 Money paid to Temu: $37.67 Order: 3 items, 12 pieces total: metal spice racks Dispute: They claim it was delivered to my address, but it was not. It was "delivered" to the wrong address and stolen by the delivery company UniUni. The images of the package by a door, are NOT in front of my door, The package cannot be located at my building at all. Temu fails to refund me my money.I want a refund and not a reshipment because I will order the product from ****** and I do not want Temu shipping with ****** again No resolution: They have refused to resolve the problem

  Business Response

  Date: 11/15/2024

  Hello ******,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked your order details and found that you have initiated a dispute on this order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time.
  Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company and we will be more than happy to assist you with your return request. Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 12. 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:11/08/2024

  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-211-***************** order 1 $287.64 They Asked for my personal information to be verified that I owned the card used to order this. I told them no I won't verify over the phone they refunded me an refunded my order an said I had to verify my card number a virtual card with no verification using third party pay app zip. we tested this with my nephews phone the order was successful. upon trying to contact customer services for answers. they informed me that I had to provide my card info if I wanted further order but the company doesn't know is my banks a ******** about fraud an would contact me in the event of such a thing.

  Business Response

  Date: 11/15/2024

  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 regret to inform you that due to the insufficient clarity or excessive blurriness of the bank card photo or bill screenshot you previously submitted, we have not been able to complete the order verification. We kindly ask for your understanding as we have implemented this  verification process to protect your account and payment security. Rest assured, you have not been charged for the order. Meanwhile, we value your business and your feedback, and we are committed to improving our services to provide a better user experience. 
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 9. 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. We appreciate your understanding in this matter. 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:11/07/2024

  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.

  Upon visiting the Temu.com website, I received a promotion to buy four items and receive $300. I completed my order and have not seen any further information or credit to my account for that amount.

  Business Response

  Date: 11/14/2024

  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 order was not directly placed from the promotion page. To compensate your time and effort, we have issued a $300.00 coupon bundle on Nov 7 as a gesture of goodwill. 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 7. 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:11/07/2024

  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.

  A order was placed with TEMU ORDER ID ************************ for a 3d printer. The order says delivered but the order wasn't received by me or at the listed address. I notified TEMU that the order had not been received and requested a refund. Temu said that it showed delivered and refused to issue the refund. Delivery drivers deliver packages to wrong addresses daily and mark them as delivered when NOT actually delivered or delivered to the right address. The law and the definition defines a Delivery as being placed in the possession of a human being and not as being dropped off on a porch, step, doorway...etc. I'm requesting a full refund of my Order and a apology from TEMU. FURTHERMORE I would like all orders hand delivered and witnessed by my signature as receiving said order(s). This is a formal complaint as required by law to allow rectification of the issue prior to seeking legal actions including but not limited to criminal charges as said order is over $100.00 to which in the state of ******** is a felony. There's no documentation pictures or otherwise as proof of delivery.

  Business Response

  Date: 11/14/2024

  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 package was delivered to the correct address on Nov 5.
  
  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. 
  
  If you need detailed explanation of this issue, our kind suggestion is to contact our customer service through ******************** and ********************** app live chat. They are empowered to provide a quick and thorough solution.
  
  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: 11/14/2024

  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,

  *********

   

   

  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 the order you mentioned has been refunded to your original payment channel on Nov 22. 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 have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******
  

  Customer Answer

  Date: 12/03/2024

  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:11/07/2024

  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.

  refused damaged shipment thru ***** the inferior thin box containing the welder was damaged. TEMU is not equipped to do refunds unless the package is shipped back with a new tracking number generated.. when i told them over a 4 hour period thru multiple tickets created and live chats I DONT HAVE THE BOX...IT WAS REFUSED!...their continued response was automated THEU A BOT SYSTEM telling me to ship back the welder....even after 50 times telling them i refused the order. ***** has posession of it. their service is **** poor and automated by some bot in another country. they are holding my money and not returning it

  Business Response

  Date: 11/14/2024

  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 7. 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,
  *******