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:10/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged TWICE for an item from 2 different accounts- my ****** And Checking Account

  Business Response

  Date: 11/05/2024

  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 want to assure you that we will not charge you twice. If you see pending charges on your statement after a payment failure or order cancellation, it's because there's an authorized hold on your account that is being reversed. You will not be charged for payments that have failed or orders that have been canceled. When a payment fails or an order is canceled, the authorized hold will be automatically removed. However, this process can take time, typically between 3 to 6 business days. If you need it removed immediately, please get in touch with your bank or financial institution, as we are unable to do it for you. Our customer service department has also offered you an explanation through an app message on Oct 23. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  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,
  ******

  Customer Answer

  Date: 11/05/2024

  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 ordered a Cross Body bag that holds a Cellphone for $11.51. I was charged on my credit card AND my Checking Acct. The same amount $11.51. I asked for a refund & was told that one of the charges would be refunded after I received my order. That did NOT happen.  The order number was PO-211-*****************. I want a Refund of the 2nd Charge.
  **** ********
  *******************************************************************
  Thank you. 

  Business Response

  Date: 11/12/2024

  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 online chat on Nov 6. 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:10/29/2024

  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 Temu, item was shipped by ****** they sent a photo of someone elses door not mine and the item I ordered is now sold out and cant be purchased or reshipped it was a gift! Very upset the photo is NOT my door I dont have my order UniUni is a scam. I want FULL refund.

  Business Response

  Date: 11/13/2024

  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 reshipment of your package was delivered to the correct address on Nov 5.

  You can track your shipping status and see your expected delivery date directly in the Temu app or on Temu.com. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive a $5 credit (for standard shipping) or $13 credit (for express shipping) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************).

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

  Best wishes,
  ******

• Initial Complaint

  Date:10/29/2024

  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.

  Placed online order Sept 24,2024.Order arrived October 1, 2024 with missing items. Refund denied due to not having picture of package shipped in. The package had been Repackaged and taped in duck tape. All items in package were not as advertised on website. Large litter mats and cat condo had been folded into very small sizes to fit in thin plastic shipping bag to the point of distorting the shape and inability to use products. There were 3 frame less pictures size 15 by 23 that were not in the thin shipping bag and would be too large to go in same package. I did not receive these items and were told by temu refund denied due to warehouse claim all items shipped in good condition. This is a lie and there are numerous online complaints of customers with similar experiences

  Business Response

  Date: 11/05/2024

  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 have checked the order details you provided and can confirm that all items in your order were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.
  
  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: 11/05/2024

  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:10/28/2024

  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.

  Date of order : 20th oct 2024 and in *** website its showing deliverd but i never recvied the parcel so im been trying to get a refund from customer servies they not doing that and they not sending a proof of delivery also

  Business Response

  Date: 11/04/2024

  Hello ******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Oct 23. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 31. 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 have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 11/04/2024

  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. 

  Hi i was requesting temu for delivery proof they refused to give me and i have order one more item its has been delivery on my address and i have proof of delivery for that . and this item has not been deliveried and no pictures proof of delivery. its just and a PDF that saying its has been deliveried . as a customer i have contact ******************** and DHL but DHL ask me to contact temu temu not responsing to my messages they just created a ticket and then im getting a same answer . so im thinking temu is part of this scam or what ever . i needed a propoer answer whos responsible for my everyone working hard to earn the money
  
  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: 11/16/2024

  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 fully recognize that the outcome may not align with your expectations, and we extend our heartfelt apologies for any disappointment this may have caused you. However, we confirm that the items were delivered to the correct address on October 23, and the decision that follows is grounded in the principles of fairness and justice. Regarding the proof of delivery, we recommend you check it on the *** website or contact our customer service department to request additional information.

  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:10/28/2024

  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.

  On 10/07/2024 I ordered 3 Wi-Fi extenders from Temu for $52.13 total. I have been trying to return all 3 of them for a refund because they are junk and have not been able to even see a record of my order from them. All 3 of these items are the same at different costs of $20.84, $17.21, and $14.08. They continue to tell me that there is no record of my order, yet I have the 3 items in my possession and also the record of purchase on my *********** account.

  Business Response

  Date: 11/04/2024

  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 fully understand your concern and are sincerely sorry for any inconvenience it may have caused. The order you have enquired about is not associated with your current account. We kindly recommend you verify if you might have used a different account. You may try logging into your Temu account using different email addresses or phone numbers that belong to you to see if you have attached your order to a different account. Our customer service department has also offered you an explanation through online chat on Oct 28. 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: 11/04/2024

  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 do not understand why you don't have a record of my 3 purchases. Maybe because I was very upset with your customer service and canceled my account! Anyway, can you look for a purchase like this using a **************** ending in 0940? If not I can try and send you a picture of my statement showing the 3 purchases.

  [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: 11/14/2024

  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 apologize for the trouble you've experienced locating your order. Our customer service team has been working closely with the relevant departments to investigate the matter thoroughly. They have reached out to you to assist in resolving this issue. Please pay close attention to your inbox and await the update.

  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:10/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business promised to provide a return sticker for the ******.

  Business Response

  Date: 11/04/2024

  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 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:10/28/2024

  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 ordered furniture and other items from Temu and previously notified them of my delivery preferences. Despite my request, Temu delivered 20 large packages to my address without any notification and left them on the sidewalk. Since I was out of town at the time, the packages were stolen. Now, Temu is requiring me to make payments for the stolen items. Their lack of communication and disregard for my delivery instructions has led to this unfortunate loss, and I am now being held financially responsible for items I never received.

  Business Response

  Date: 11/05/2024

  Hello April,
  
  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 orders. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.
  
  Our customer service department has also emailed you and offered you an explanation through email tickets on Aug 12 and on Sep 24. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 11/05/2024

  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.
  
  
  

  
  
  Dear *******,
  
  
  Thank you for your response and for addressing my concern. However, I must express my disappointment with the resolution provided.
  
  
  Although Temu.com has confirmed delivery, the fact remains that I did not receive the packages. As a customer, I should not be held financially responsible for stolen items that never made it into my possession. I understand the policy outlined in Section 10.1 of your Terms of Use, but this situation leaves me in an unfair position where I have paid for products I never received.
  
  
  I kindly request that Temu.com reconsider the decision and provide a solution that addresses the inconvenience and financial loss I have experienced. I would appreciate exploring options for a refund or a replacement order to ensure customer satisfaction and trust.
  
  
  Thank you for taking the time to reconsider my case, and I look forward to your understanding and support.
  
  
  Sincerely,
  April 
  

   

  Business Response

  Date: 11/15/2024

  Hello April,
  
  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 completely understand the outcome may not always be what you were hoping for and sincerely apologize for the disappointment that the result brings to you. However, please note that this is the investigation result: the correct items were delivered to the correct address. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer this option in this situation as the packages were delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.
  
  Our customer service team has also offered you Temu Credits as compensation for the inconvenience through an email ticket on Sep 24. If you need further 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. 
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you have additional questions, please 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. 

  
  
  Dear *******,
  
  Thank you for your response. However, the matter at hand has not been fully addressed. The conversation only covered a portion of my order, while several items remain undelivered. Despite my numerous attempts to resolve this issue through calls and messages, I have been given inconsistent information and no clear resolution.
  
  Additionally, the items I did not receive were stolen from my porch after delivery. This is beyond my control, and I should not bear the responsibility for such incidents. I also find it unreasonable to be directed to contact the carrier when your company selected them to deliver your merchandise.
  
  As a paying customer, I should not be held accountable for items I never received. I kindly request that you either issue a full refund or resend all missing items. It is unfair to expect me to cover costs for products that were not delivered into my possession.
  
  Please address this issue promptly, as it has already caused significant inconvenience. I hope Temu can resolve this matter in a way that reflects your commitment to customer satisfaction.
  
  Thank you, and I look forward to your immediate response.
  
  Best regards,

  [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,

  April

   

   

  Business Response

  Date: 12/25/2024

  Hello April,
  
  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 yourrequest. 
  
  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: 12/30/2024

   

  
  
  Dear *******,
  
  
  Thank you for your response. I would like to clarify that this matter is currently being disputed through the payment channel due to the lack of resolution offered by your team during our previous communications. As you can see from our prior conversations, no concrete resolution was ever suggested or implemented to address the issue with my order.
  
  
  I will continue to monitor the dispute process with my payment provider, but I believe this situation could have been avoided had your company taken appropriate steps earlier. If the chargeback is unsuccessful, I will reach out for after-sales assistance, as you recommended.
  
  
  Please let me know if there are any further updates or actions required on my part. I hope this matter can be resolved promptly and fairly.
  
  
  Best regards,
  April
  
  
  
  
  
  

   

• Initial Complaint

  Date:10/28/2024

  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.

  Company claimed free shipping. Then billed me $11.99 for shipping

  Business Response

  Date: 11/04/2024

  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. According to our policy, we offer free express shipping for orders over $129. For orders below that amount, express delivery is available at checkout for a fee of $12.90. We cannot deduct the amount from your order. Our customer service department has also offered you an explanation and a compensation plan through online chat on Oct 27. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  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:10/28/2024

  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.

  This company is literally a scam they claim they reviewed my complaint about my mishandled delivery and I provided proof from **** this order was not delivered to my home not delivered to any surrounding area and I have no items and no refund this is a complete scam and unacceptable that they don't provide sufficient answers

  Business Response

  Date: 11/04/2024

  Hello ********,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. Our customer service department has also offered you an explanation through an app message on Oct 27. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:10/28/2024

  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 return merchandise on October 14, 2024. The merchandise was returned exactly how I received it. The return of the eight items were due to some items being too large, the other merchandise was very poor quality. TEMU have responded with three different reason for not refunding the merchandise. TEMU first response was they didnt receive any items in the box, second response was the merchandise wasnt bag correct, which it was and third response was the merchandise is damaged which again it wasnt. I sent all my *** packaging labels and the package

  Business Response

  Date: 11/04/2024

  Hello **********,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We sincerely apologize for the inconvenience regarding your concern. We understand that you returned the items and we conducted a thorough investigation regarding your returned items, and as per the result, our warehouse hasn't received any items. We highly suggest to keep in touch with your carrier for further details and assistance regarding this matter. We regret to inform you that we are unable to support your request for a refund in this case. Our customer service department has also offered you an explanation through online chat on Oct 27. 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,
  *******