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:11/02/2024

  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 for poor quality hair, which was returned. The merchant is claiming that an empty box was return, which is a lie. TEMU stands behind this fraudulent merchant and denied my refund. The items were returned and TEMU is fraudulently withholding my money. Where is this proof that they keep coming up with? Where is the video of my returned package because I know for a fact that the items were returned.

  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 understand your concern and apologize for any inconvenience this may have caused. We are sorry that your refund request has not been supported. We understand that you were hoping for a refund and apologize for any inconvenience this may have caused. However, please note that we are unable to process a refund for the item that has not been received after the inspection at our warehouse. Additionally, our customer department kindly asks if you have used a different tracking number for the return shipment. If so, could you please provide them with this tracking number? This information will greatly assist them in further investigating the status of your return and expediting the reimbursement process for you. Our customer service department has also offered you an explanation through an app message on Nov 3. 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: 11/10/2024

  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 makes no sense. If you already completed an investigation, then you would have concluded that items were returned. Again, where is the video of when my package was received and opened? YOU would have the tracking number on that box if YOU opened it and verified that it was empty. Right? You already know that I am presenting too much logic. Your request for a tracking number that YOU have as your company assigned the return scan code is prolonging my return. You should need nothing from me if you completed an "investigation" because you would have my items then. 
  
  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: 11/26/2024

  Hello ********,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. After a thorough investigation, we confirm that our warehouse has not received the items you requested for a refund. Our customer service department also emailed you with the update through an email ticket on Nov 26. Please check your inbox for more details.

  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: 12/02/2024

  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 mu
  
  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

   

  You all are liars. Temu initially stated that the box was empty.  Then it was stated in another email that a green bag was pulled from the box. Which one is it?

  Where do I send the proof of my return? This is beyond ridiculous and unprofessional on TEMU's end.  

  
  
  
  Regards,

  ********

   

   

  Business Response

  Date: 12/27/2024

  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 your orders have been partially/fully refunded. $34.40 has been refunded to your original payment channel and $4.84 has been refunded to Temu Credit balance. 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. 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:11/01/2024

  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.

  Damaged Item. I have been trying for weeks to get my money back. The item is too heavy for me to bring to USP or Fed EX and they need to set up for either *** or Fed EX to pick it up.

  Business Response

  Date: 11/09/2024

  Hello ****,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We apologize for any inconvenience this may have caused. 
  
  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 7, and they will provide you with feedback as soon as they have an update. Please pay close attention to your inbox and await the resolution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 11/10/2024

  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 will await their answer but please keep this complaint opened until they fix all of this. 

  [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,

  Mark

   

   

  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. Upon checking, we are informed that regarding the return issue, we recommend coordinating with the logistics provider to arrange a pick-up service. Please keep the payment receipt for the logistics fee so that we can compensate you with an equivalent amount as Temu credit. Also, we appreciate your understanding during this time and our customer service department has offered you Temu credit as compensation on Nov 11.
  
  Additionally, we have 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 your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Nov 11 and Nov 22. 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:11/01/2024

  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.

  The products they send are absolute trash. Flashlights that don't work, Lanterns that don't work, solar powered lanterns that work approximately 20 minutes after sitting in direct sunlight for 15 to 18 hours. Items that look nothing like what you purchased. Rings that change color, camera's that don't work. They send the products as cheaply as possible and the packaging and delivery are horrible. Items that say they include batteries don't have batteries in them. Instead of just selling a discounted item they try to make you believe you are getting huge discounts then when you shop the items are the same price. It crazy and rebukes every fair trade policy there is. I personally won't shop there again unless my problem is fixed. I work for a Newspaper that has over 100k subscriptions and online hits I'm going to do a human interest story in our paper about Temu if my problems are fixed.

  Business Response

  Date: 11/09/2024

  Hello *****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We apologize for any inconvenience this may have caused. We have investigated your issues and can confirm that our team is still working diligently with the relevant department to resolve the issues. 
  
  Our team has confirmed that the reshipment of the three orders is currently in transit. Please be patient and wait for the packages to be delivered.
  
  Our customer service department has also offered you the latest logistics tracking information of the 3 orders through an email ticket on Nov 6. 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: 11/09/2024

  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. 

  [The emails stated I had the packages delivered yesterday 11/8/24 and the date before. I have not received any packages on 11/7 or 11/8 even new items supposedly sent. I'm now missing 5 packages including the original 3 I have cameras that point directly to my mailbox and the front of my home. Every angle of my property is video tapped 24/7. I personally don't believe a word that's being said as the first bunch of packages arrived just ******** after my complaints all packages are not showing up. I've watched approximately 40 hours of video at various times during this past 10 days and haven't received any Temu packages. I've received packages delivered by the *********************** yet nothing from Temu. I've spent over $1000 dollars in the past two months with Temu and I want spend another ***** unless this is handled properly by Temu. I'm a very disappointed customer..]
  
  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: 11/21/2024

  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 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 orders in question have been refunded to your Credit balance on Nov 13. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. 
  
  Our customer service department has also offered you an explanation through app message 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:11/01/2024

  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 some item La from Temu, and I wanted to return them for a full refund as it was in the timeline still. The shipping slip they sent me doesnt work. I have contacted them for months to send me a new shipping slip and they dont respond or dont help at all. I was charged for an item I dont want and I have tried to return which is my right. Zero help from them .

  Business Response

  Date: 11/08/2024

  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 Aug 27. 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,
  *******

  Customer Answer

  Date: 11/08/2024

  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:11/01/2024

  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.

  They sent me damaged batteries and expect me to let my kids use them putting them in danger of being burnt or even more worse of it starting a fire in are home

  Business Response

  Date: 11/09/2024

  Hello *******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.
  
  If you are not satisfied with the batteries 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: 11/09/2024

  Better Business Bureau:I have reviewed the response submitted by the businreason 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 asked for a refund and they told me I needed to send them back and they need to be inspected before they could issue me a refund 

  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 are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.

  After double-checking your case, we regret to inform you that, as per our company policy, we are unable to grant a refund without a return of the batteries you received. We understand that returning products can be inconvenient and we apologize for any inconvenience this may cause. However, we have policies in place to ensure that our products meet the highest standards of quality and customer satisfaction. Therefore, we kindly ask that you return the batteries to us for a full refund. Please be informed that once our warehouse team receives the returned item, the refund process will be immediately activated.

  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: 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,

  *******

  Cuz I am not being blamed for something that your company did when your Warehouse receives it back

   

• Initial Complaint

  Date:11/01/2024

  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 refusing to help refund an order that they claimed they needed further information on; customer provided everything they asked for. They then tried to give me less money than I originally paid, and not a single item. Order placed 10/30/2024 in the amount of $569.14 at 3:51pm. Spoke with three agents, for a total of approximately 4 hours, with zero resolution on their end, even after trying to cancel my order.

  Business Response

  Date: 11/09/2024

  Hello Macy,
  
  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 orders with an amount of $569.14 have been refunded to your original payment channel on Nov 2. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. 
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:10/31/2024

  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.

  Temu Order # PO-211-***************** Temu promised delivery by 10/31/2024, which is today, however, I have been inquiring about the package for several days, because it has been stuck in customs since 10/24/2024! I have tried to ask for help from Temu to inquire about the package. Temu said that they created a ticket for it and assigned a live person to track it, but there has been nothing but apologies from Temu. Talking to customer service agents is like talking to robots, as they are giving me stock answers and not answering my direct inquiries about the package. I filed a claim against Temu with my ****** account. Now, when I inquire about where the package is, agents give me a stock answer about not being able to help me because of my charge-back claim from ******. So, I have no choice but to alert Temu about what is happening with their customer service support agents. ********************** notes that customs is checking papers for my package; something must be wrong because this is my 54th order with Temu, in 12 months, and this customs delay has never happened with my previous orders. Also, ****** has been trying to contact Temu, but Temu has been non-responsive to them also, regarding my claim. I think the package is lost or is problematic due to packaging issues, so I just want Temu to contact their carrier to get the status of the package, at least inquire about it. Agents through Temu Chat have not been forthcoming about their communications with their carrier. Get the package picked up by carrier, or give me my money back! Deliver or Refund the money paid! Temu response must be in writing about what has happened to my package, whether they will deliver or refund my money.

  Business Response

  Date: 11/08/2024

  Hello Mj,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have investigated this issue and our team has confirmed that the package was delivered on Nov 2.
  
  Our customer service team has also offered you Temu Credits as compensation for the delay through an email ticket on Nov 3. 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: 11/08/2024

  [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:10/31/2024

  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.

  Package says delivered but it was not I was issued a partial credit and partial refund but I want my full refund they are giving me the run around

  Business Response

  Date: 11/07/2024

  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 orders have been fully refunded on Oct 31. $15.15 has been refunded to your original payment channel and $7.41 has been refunded to Temu Credit balance. 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. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.
  
  Unfortunately, we only support refunds to the payment method you used at the time of purchase. If you made purchase using Temu Credits, your refund will be issued as Temu Credits. If you paid with money, your refund will be processed back to original payment method. Please note that we are currently unable to convert Temu Credits to money.
  
  Our customer service department has also offered you an explanation through online chat on Oct 31. 
  
  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: 11/07/2024

  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 never plan to shop at Temu again and I just want my money that I spent at Temu. The $7.41 was money I had spent on a shirt that looked completely different in person. I want my $7.41 and then Im closing my account and deleting the app which is beyond frustrating they email and message at least ***************************************************************************************************************************************** to spend my credit or play the game! 
  
  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: 11/15/2024

  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.

  We understand your concern regarding the refund. Unfortunately, our system only supports refunds to the payment method you used at the time of purchase. If you used Temu Credits for your purchase, your refund will be issued in Temu Credits. Please note that we are unable to convert Temu Credits to cash at this time. Meanwhile, we value your feedback and will continue to optimize our system to provide a better user experience.

  In addition, to manage your notification settings, please go to 'Settings' in your Temu app or on Temu.com, select 'Notifications' and then 'Edit', and toggle the button or slide to 'None.' to adjust preferences for alerts. If you are using Gmail, you may also click on the 'More' button in the upper right corner of the email and choose 'Stop seeing this Ad'. If you see ads on other websites including your browsers, please click the close icon on the upper right corner of the ads to decrease the possibility of the appearance of these ads in the future.

  We hope this information helps. 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: 11/18/2024

  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:10/31/2024

  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.

  Purchased a plant growing kit from a Temu.com marketplace seller called ***** for $242.06. Seller shipped item to an incorrect address. ***** representatives were able to confirm this verbally. A significant amount of documentation has been provided to Temu.com and ****** providing evidence that the item was shipped incorrectly. Attempted to obtain a refund for $242.06 on 10/8/2024. Temu.com representatives have repeatedly stated that they are looking into the matter, but have provided no resolution as of 10/31/2024. I have also attempted to dispute the matter with ******, which is the payment service used for the purchase. To make matters worse, ****** has mishandled the dispute in several ways. They used incorrect information provided by Temu.com to make a decision in Temu.coms favor. I believe that the marketplace seller ***** conducting business on Temu.coms website committed a type of consumer fraud, where they likely shipped an empty box to a random address (FYI, Temu will not provide me with a copy of the shipping label for my order, which is what ****** insists they need to show that the vendor is at fault, nor will ***** provide me with the label since it has someone elses information on it) knowing that it would be difficult for me to obtain a refund. This suspected dummy box was successfully delivered to some other address in my area, so Temu is using this as proof of successful delivery. However, the delivery confirmation provided by ***** shows that this was delivered to the wrong address, and also displays an incorrect delivery zip code. ***** will not provide with a shipping label as it does not reflect my name and address, and subsequently, I cannot obtain a refund via ****** due to their requirements. I believe this to be a consumer fraud tactic, and can provide extensive email and chat conversations to support the accusation that Im making.

  Business Response

  Date: 11/08/2024

  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.

  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:10/31/2024

  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 Purchased a sectional and when I received the pillows were not all uniform, I contacted the company and they stated that they would send me new pillows. According to them *** the same company who damaged the table I order and refused to even deliver the sectional in question claimed that they attempted to deliver the replacement pillows. I did not receive a notice on my door or mail box about any delivery. I attempted to file an investigation against the delivery company but was given the run around and my sectional still has mismatched pillows. And I am out of $465.

  Business Response

  Date: 11/08/2024

  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 this may have caused. We completely understand the distress and frustration you have been through. We have noticed that you are eager to receive the reshipment of the items in your order, and we want to assure you that we take your concerns very seriously.

  Upon further investigation, we have learned that your request for reshipment was denied by the merchant due to the lack of specific photos of the incorrect cushion received. We understand that this lack of evidence may have led to the rejection of your reshipment request. To better assist you, our customer service agents kindly ask you to provide us with clear photos of the item you received in error. These photos will serve as valuable evidence for us to present to the merchant and negotiate the possibility of reshipment. Our customer service department has also offered you an explanation through an app message on Nov 3. 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: 11/08/2024

  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 am responding to ******** about the merchandise I received from TEMU, they are lieing I sent them a video and several pictures, ******* times. Once on the 3rd of November and again on the 7th.  And they still reject the claim. I even tried to file a claim against the delivery company *** and they are still giving me the run around. 

   

   

  Business Response

  Date: 11/19/2024

  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 investigated this issue and our team has confirmed that the merchant has resented the package to you and it has been delivered to the correct address. Our customer service department has also offered you an explanation and a compensation plan through an email ticket on Nov 19. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

  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,
  *******