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:11/04/2024

  Type:Service or Repair 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.

  On October 31, I purchased a keyboard on Temu through *********** to use the 50% new user cashback offer. The total purchase amount before tax was $76.24, which would mean an expected cashback of $38.12. But the cashback is not tracking, and I would not have made the purchase without it. *********** says they cannot send a claim until Dec 30, which is 2 months from now and very late. Please resolve this issue and allow the cashback to track for this purchase.

  Business Response

  Date: 11/11/2024

  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 and we are sorry that you are experiencing difficulties with our promotional activities. We would like to assure you that all of our activities are genuine and effective, if you need detailed explanation of the specific activity that you participated in, our kind suggestion is to contact our customer service through ******************** and ********************** app live chat. They are empowered to provide a quick and thorough solution. Thanks for your patience. 
  
  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 regards,
  *******

  Customer Answer

  Date: 11/11/2024

  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. 

  I have asked the customer service team, and they only told me that if the cashback does not apply, I can return the item if it is within the return window. They did not help me resolve the issue .
  

  
  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 that this may have caused. We want to assure you that our promotional activities are genuine and effective, and numerous users have already successfully completed the tasks and received rewards through their own efforts. We appreciate your understanding and patience during this time.
  
  If you need to return the item, you may apply for a refund within 90 days of purchase. To apply for a refund, please 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 **********************************************************************;
  
  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 regards,
  *******

• Initial Complaint

  Date:11/04/2024

  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.

  Product not delivered to proper address

  Business Response

  Date: 11/11/2024

  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 and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.
  We regret to inform you that we have received a refund claim on your order, which prevents us from processing your refund directly. Please monitor the status of your refund via the original payment method, as it may take some time to complete processing. Our customer service department 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,
  *******

  Customer Answer

  Date: 11/11/2024

  [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:11/04/2024

  Type:Order 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 had purchased the 40w CO2 laser. Item (s) total: $479.99 Items) discount: -$72.01 $407.98 $120.00 off coupon applied to all items:1 Code: getcp35ty S Subtotal: $287.98 Shipping:FREE Sales tax: $20.16 Credit: $85.30 Order total: $22.84 Payment method ?Pay Apple Pay Paid on Oct 23, 2024 $222.84 $85.30 L Credit has been applied on Oct 23, 2024 The unit received 10/29/24. It is defective. Temu has provided a return shipping label for ***** Smartpost. The return shipping address on the provided label is invalid. ***** will not accept the label. Temu refuses to provide a return shipping label with a valid return address. Also, the method of shipping does not work per ***** Smartpost / Ground economy for the package as it is 78lbs and dimensions are 184in. Temu chat team is refusing to resolve the matter. I want my money back. The seller stated in chat that I can get a refund. I have attached it.

  Business Response

  Date: 11/11/2024

  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 and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through. We understand your concern, and we want to assure you that we are doing everything we can to assist with your return request. Our customer service department has been following up on this issue and will update you as soon as possible.

  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: 11/11/2024

  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. 

  Temu's customer service team has not resolved the issue in 10 days.  The matter is on going with a lot of confusion from Temu's customer service department.  The 3rd party seller has provided an invalid return address.  The 3rd party seller has not responded to the matter and Temu's customer service has been providing the same canned responses and repeating their responses.    A refund needs to be issued at this point.   

  
  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 your order has been fully refunded to Temu Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. Please log in to your account for more details.

  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:11/03/2024

  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 has continued to mess with me and my accounts to the point I'm being asked to verify my card information multiple times and the excuse is unusual activity when im using my card with my name in it! I have multiple accounts with money and I don't need to verify my information for cheap items! This has been going on for over a year. Temu gets mad when I dispute charges when the delivery people are literally leaving my packages in the street! I will have this broadcasted on national television! Police reports and proof of packages being left everywhere else but my front door. Temu count your days in the going to have this company shut down in the **. I already contacted the attorney general and consumer affairs!

  Business Response

  Date: 11/11/2024

  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 and we sincerely apologize for the unsatisfactory shopping experience you have encountered. Due to unusual payment activity, the order you mentioned before has been cancelled and we are sorry for the inconvenience. However, your payment for the latest order has not been held currently and please wait patiently for the order status upadate.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 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,
  *******

• Initial Complaint

  Date:11/03/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Temu regarding their failure to honor their advertised Free Returns policy. Despite their commitment to provide free returns on purchases, I have been unfairly charged for return shipping after sending back my ********** is a summary of my experience:1.Purchase and Return: I purchased items from Temu, relying on their advertised promise of free returns if I was unsatisfied with the products.2.Return Process and Fees Charged: After returning the items in accordance with their return instructions, I was refunded an amount less than the full purchase price. Specifically, I was deducted a shipping fee that Temu stated would be covered under their Free Returns policy.3.Lack of Transparency and Accountability: I contacted Temus customer service to address this discrepancy, but they were unable to provide a satisfactory explanation or issue a full refund. The lack of transparency regarding these charges contradicts their advertised policy and has led to an unfair financial burden on my end.I believe Temus failure to honor their free return policy is misleading and negatively impacts customers who trust their advertised services. I respectfully request the BBB to investigate this matter and encourage Temu to fulfill their policy obligations and improve transparency in their return practices.Thank you for your assistance.Sincerely ****

  Business Response

  Date: 11/27/2024

  Hello ****,

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

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

  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:11/03/2024

  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.

  Ordered on Nov 2. Paid through ******, when submitting order I noticed larger amount than what I ordered. I cancelled order immediately so I could see what the extra was for and reorder. I thought I might have accidentally ordered from local warehouse which could cause shipping costs. Temu order was $61.68 and Temu stated refund would be $47.36. I believe they cheated me out of $14.32. They did not ship anything and did not refund tax.

  Business Response

  Date: 11/10/2024

  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.

  We are sorry for the inconvenience this may have caused. We have double-checked the details concerning the order with our colleagues in the relevant department, and we can confirm that your order has been shipped and can not be canceled immediately. We suggest that you wait for a while. If you are still not satisfied after the item is delivered, we provide free shipping for the first return for orders using the Temu return label. 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 through online chat on Nov 4. 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:11/03/2024

  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.

  I want to formally file a complaint against Temu for refusing to replace a package in a timely manner. I did not receive the package because the courier made a mistake and sent it to the wrong location. I was supposed to get my package at my home a few days ago on October 31st, 2024 around 4:24pm. However, the courier accidentally sent it to the wrong address that is about .3 miles from where my home is located. As soon as I realized it was sent to the wrong place, I immediately contacted both courier and Temu about the error and asked them to rectify it. However, they were slow to respond. When Temu finally responded, they insisted that they delivered it to the correct place despite evidence to the contrary. I had to open two tickets with customer support and provide photo evidence and testimony showing the package was delivered to the wrong place, but Temu still disregarded my repeated requests for replacement and closed both tickets. Yesterday night on Nov 2nd 2024, I spoke with a customer service representative from ********************** who seemed to be willing to help me get a replacement. But this morning, Temu is still dragging their feet on providing any replacement. I regret trusting them to handle this issue fairly in a timely manner. Being a long-time customer of theirs, I am also shocked and appalled that they would treat me in such an unprofessional manner.

  Business Response

  Date: 11/11/2024

  Hello Hairong,

  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 taking the time to contact us regarding your recent order. We understand your frustration and apologize for any inconvenience caused.

  We confirm that we already arranged the reshipment for the package. To track your reshipment, please follow the steps below: Login to your account. Go to "Your Orders", click "Reshipment Requested", and find the relevant order. From there, you can track the latest shipping status of your reshipment. In addition, please note that we have issued a refund of $16.31 Temu Credit for 10 items that do not support reshipment. Our customer service department has also offered you an explanation through an app message 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 have additional questions, please feel free to reach out to us through Temu.com or Temu app live chat.

  Best regards,
  *******

  Customer Answer

  Date: 11/11/2024

  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,
  
  Hairong Mu

• Initial Complaint

  Date:11/03/2024

  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.

  My last order through TEMU my payment went through but they cancelled my order and said I must upload my bank statement and credit card details

  Business Response

  Date: 11/10/2024

  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 taking the time to contact us regarding your recent order. We understand your frustration and apologize for any inconvenience caused.

  We regret to let you know that we have detected unusual payment activity on your order, and as a result, the order has been canceled. You have not been charged for this order, but your bank account or credit card statement may show a temporary hold, which usually gets removed within 2-5 business days. If you have any questions or concerns, please contact your bank or card provider. To protect your security, please press "Submit" and follow the instructions provided to verify ownership of the payment method used for this order within 72 hours, to prevent any future cancellations. Our customer service department has also offered you an explanation through online chat on Nov 2. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

  Furthermore, we want to emphasize that all our payment links have obtained ************************** Security Standard (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID Check, **************** SafeKey, 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 have additional questions, please feel free to reach out to us through Temu.com or Temu app live chat.

  Best regards,
  ******

• Initial Complaint

  Date:11/03/2024

  Type:Service or Repair 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 purchased a recliner from Temu. It came in two boxes. I asked to return but Temu only will issue one *** label.

  Business Response

  Date: 11/10/2024

  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 your order details and found that you have initiated a dispute on the order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on ****** or your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company. Our customer service department has also offered you an explanation through an app message on Nov 4. 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:11/03/2024

  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 purchased an order they sent everything to the wrong address. They refunded everything but one item and refused to do it. Ive never received The packages. So they have taken my money and not giving me my money back. Theyre pretty much stealing from me and wont talk to me. I just want my money back

  Business Response

  Date: 11/10/2024

  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 $15.63 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 offered you an explanation through an app message on Nov 4. 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,
  ******