Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,084 total complaints in the last 3 years.
2,131 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/25/2024
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.
High-Tech Intelligent Boxing Trainer ordered on 7/31/2024 On 8/14/2024 dropped off package for ********** conf # 1ZG1920Y9013200669 8/21/2024 Seller REFUSED *** Returned item to me 8/22/2024 After much chat support I decided to open a dispute with my Credit Card company ************************* which issued a temporary chargeback 10/10/2024 Chargeback reversed in Temus favor because item was never returned I have tried contacting Temu back numerous times asking for further support to return the item but they keep telling there is a chargeback on the order. It has been over 2 weeks since the bank issued a credit to Temu and canceled the provisional chargeback but Temu still showing a chargeback on their end and refuse to assist me. I would just like to be able to return this item for a refund please
Business Response
Date: 11/01/2024
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 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: 11/01/2024
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 is the same canned response I have been getting from their robot automated support team. Temu has been uncooperative this entire process and unwilling to make any compromise. Even after I told them I have canceled the dispute with ***** they only see a past dispute on their books and is unwilling to provide me a Return authorization mailing label with a correct address. I have spent much time on this. It has made buying on their platform an unpleasant experience. ]

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.

Thank you for your feedback and we apologize for the inconvenience. After checking with the relevant department, we can confirm that the dispute you previously initiated has been closed. Thank you for your patience during this time.

Our dedicated customer support team has also reached out to you on Nov 14 through email. To protect the privacy of your data, if you need further assistance about the return and refund issue, please check your inbox for more details and respond correspondingly regarding this matter.

Rest assured that we are taking your concerns very seriously and are committed to finding a satisfactory resolution. If you have additional questions, please message us through Temu.com or Temu app live chat.

Best wishes,
******
Initial Complaint
Date:10/25/2024
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.
Ive ordered multiple items off of temu and have only received very few items, when items are delivered they are not as what is described in description or dont work at all or items are missing or damaged. Ive messaged customer support multiple times to get told theres nothing we can do for you or they create an issue ticket that never gets resolved.
Business Response
Date: 11/01/2024
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. To help Temu and the merchant investigate and deal with the issue, please check whether the materials in an app message sent on Oct 18 can confirm that the parcel has been successfully delivered. If there is any problem with the proof of delivery, please dont hesitate to contact our customer service agents. They will keep on verifying the status of your parcel with the merchant. Please check your Temu account for more details and respond to them to help solve the problem.

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: 11/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. I do not accept temus response, Id really appreciate if they would send me the whole item in the picture, I have uploaded proof of the theft by deception. I even went as far as contacting the merchant thru Temu and told them I only received three pieces of wood and they said Id have to build it myself. I told them that the picture of the furniture they were selling is inaccurate because theres no way possible to build that particular item with only three pieces of wood.

FAQ

Regards,
Kayla

Business Response
Date: 11/14/2024
Hello *****,
I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that all the correct 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 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. Our customer service department has also offered you an explanation through an app message on Nov 5. 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:10/25/2024
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 ordered an item online at temu, it was a short ***** *** wig. When I opened my package, I did not like the item. I returned it to ***** in ***********, (*******************************************) Sunday, October 20th between 3:30 and 5:00 pm. Attached is the return label from temu. There were two workers, one African American female and an African American male. The female was helping an Asian lady on one register, she went to another register to also help me, I showed her my return label from my phone, she scanned it and then she got the tape to tape up the bag that my wig came in. There were several customers that came into the ********************** after me. I waited for my refund from temu. I received a message that a white synthetic wig was sent to them instead of the black one. That is not what I gave the representative at *****. There us a new policy on temu that refunds will be issued once the item is returned and inspected. I cannot help but to think that is done intentionally to keep customers funds. I did a claim with ********************, they agreed with what the seller told them. I do not own a white wig and neither would I be foolish enough to send them something that I do nor never had and expecting to receive my money back.
Business Response
Date: 11/01/2024
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 understand that you returned the item and we have double-checked the details with our colleagues in the relevant department. As per the investigation result, the warehouse hasn't received the black wig. We regret to inform you that we cannot fully meet your expectations in this situation.

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

Best wishes,
*******
Customer Answer
Date: 11/01/2024
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 a message in response to ******* from Temu. I have reached out to the executives at the ***** location in ******** ** where I sent the bobwig. Several managers and an executive member reached out to me at ************ and directly from the store at ************. They have checked their cameras and saw the wig/package sent. The representative taped it up after I left, they saw her send the bag out. The package was tracked once out and there was no file play on the representative's part at ***-Ex. Perhaps someone at the warehouse of Temu was careless and got my ***** *** wig mixed up with another because I do not own a black wig, so I could never send something back that I don't own to Temu and expect to be reimbursed. I do know that Temu have this new arrangement where they inspect packages now and make a determination to refund a person. This is my first encounter if bad business with Temu. I have heard countless stories and swore that has never happened to me. Now I see how they operate. As shown on the news too many complaints have been filed about this company, they have a track record of doing shady business, how do I know this is not one of their acts to keep people's money. I have also reached out to my bank. Temu needs to show BBB the video of my package coming in with the shipping label, the same bag provided with them opening it with some white wig that I do not own!!!!. I have officially closed my account with them, I shared this situation with my family, my sis closed her account, I will keep spreading this around to as many people close their accounts in hopes that this company goes out if business. Since they want to be dishonest to one if their loyal customers! I need to send everything back that I purchased from them!!!

Ms. ******
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. We truly understand your concerns about the refund and the inconvenience this has caused.

We have investigated this issue with the merchant and can confirm that our customer service team has processed the refund of the black wig amounting $40.26 to your original payment channel on Nov 13. 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:10/24/2024
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 began ordering from tmobile at the beginning of the summer 2024 and at first was extremely delighted with the idea that I was paying much less for items that I would generally pay hundreds of dollars for. I spent the whole summer ordering from **** somewhere north of $1000. Ordering At least over 200 items. You take a very big chance ordering from our site like this because you dont really know what the quality of the items will be until youre able to use them over a period of time. Sure enough after about two and three months I started noticing the quality of their products diminish. For example, I bought an automated cat litter box that seems to have started malfunctioning out of nowhere after three months of having it. I bought an LED face mask that I use religiously every week and very carefully if I might, but now it no longer lights up. One day I tried to used it and it burned my face out of nowhere. I bought a bed frame that made of cheap parts might add that has began to break down over the course of the last few weeks, every single item that I have bought from them seems to have started self-destructing conveniently after their 90 day return policy. I believe They know that their products are low quality they continue to allow these trash products to be sold to people Tricking them into thinking theyre getting a deal this is not right because the customer in the long one gets duked or in my case physically injured. I have requested my money back for the items that have now began to breakdown but because its past the 90 days, they are refusing to refund or replace the trash products; I am not alone; I know many people who are having the same issue with this trash company . I feel deceived and ripped off and I need something to be done about this or my next step will be a lawsuit and Ive already consulted with An attorney who believes I have a big case. Id rather my refund but will go to court if theyre not going to cooperate and do the right thing
Business Response
Date: 11/01/2024
Hello ******,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and are sorry to inform you that we cannot support your return/refund request as it has exceeded 90 days after your order was submitted. Please understand that Temu's return and refund policy has a return window of 90 days after the day of purchase. Much as we would like to help you with the return and refund, we also need to respect the technical limitations of the system. Thus, we apologize that we cannot meet your expectation this time.

We also want to emphasize that, according to our return and refund policy, if you are not satisfied with any items you received, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). For detailed return instructions, please visit **********************************************************************;

Our customer service department has also offered you an explanation through online chat on Oct 24. 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:10/24/2024
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 have ordered through Temu online a few times on October 3 I ordered two antique vintage telephones on October 11. I received a package here at this address ******************************* while two of my packages went to a house I used to live in this is over $100 And it is not right for them to try to give me $12 back they said because I put the wrong address on the very same day October 11. I received two other packages from them at this address theyre gone. No one can seem to find these packages and this is not the first sketchy thing that Temu has done . They have lost a customer and I will never ever buy anything from them again. People should know they offered me $12.95 for a $50 purchase and then it was taken back. I do not want 1295. I want 110 I and I do not want it put onto there Website in the past, they give you a small fraction of what you paid for a refund on this one I was offered 1095 before they started denying it all together I will not ever order from them again. The tracking does say delivered, but it says delivered to an address other than where I live and where I have lived almost a month now.
Business Response
Date: 11/01/2024
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 two vintage telephones 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 ****************************************************.

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:10/24/2024
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 is bait and switch. They sell one thing and it is something else. They constantly say free or percent off if you by a dollar amount. The amount is purchased and it says need more purchased. Total scam. They dont even deliver half of products.
Business Response
Date: 10/31/2024
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.

If you are unsatisfied with the bracelet, earrings, etc you received in your order, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, 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 ****************************************************************.

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 for it to appear since the timing depends on your financial institution.

Furthermore, we are sorry that you are experiencing difficulties with our promotional activities. The rules of our activities are stated on the activity details page. We would like to assure you that all of our programs are genuine and effective, and numerous users have already completed the tasks and received rewards through their own efforts. Meanwhile, we value your feedback and will continue to optimize the display of the activity page to provide a better user experience.

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: 10/31/2024
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:10/24/2024
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.
July 17, 2024 $30.16 Promotion was spend over $30 get 1000% credit to spend on your account. I didn't receive my credit after spending my $30! I contacted support in August and she claimed I already spent my credit in coupons with the order I placed, which I absolutely did not. That is not what the promotion was at all.
Business Response
Date: 10/31/2024
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 "100% rebate". The rules of our activities are stated on the activity details page. If you successfully place an order, you can get a 100% discount balance reward. You can search it on the Temu homepage to enter the event page and check your discount balance reward. Please rest assured that the activity is real and valid. Meanwhile, we value your feedback and will continue to optimize the display of the activity page to provide a better user experience. Our customer service department has also offered you an explanation through online chat on August 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: 10/31/2024
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.
As I explained to the customer service representative in the support chat. That is absolutely not what the promotion stated. It said spend $30- get $300 credit. There is no way a few t shirts cost $300! I know what I read before placing that order! Then I was offered another offer with another 100% money back after connecting support! It's one scam after another with this company!

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.
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.
Please note that the reward of "Win Credits" is a coupon bundle, not credit or cash that can be deducted. The coupon bundle consists of multiple coupons that can be used on future orders. Regarding the promotion "100% rebate", if you successfully place an order, you can get a 100% discount balance reward. The rules of these activities are clearly outlined on the event details page. You can find this by searching on the Temu homepage and navigating to the event page to review your discount balance. We assure you that all of our promotional activities are genuine and active. In addition, we highly appreciate your feedback and are committed to enhancing the presentation of our promotional pages to ensure a more satisfying user experience. Our customer service department has also offered you an explanation through online chat on August 7. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
Best wishes,
*****
Initial Complaint
Date:10/23/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order totaling 250 on 10/19 on 10/23 Temu Cancelled my order after payment went through no refund. **************** said I need to provide a picture of my card as well as a bank statement proving I paid for my order. I believe this needs to be looked into
Business Response
Date: 10/31/2024
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 any inconvenience this may have caused. Unfortunately, we detected unusual payment activity on your order, which led to its cancellation. While you have not been charged for this order, please note that a temporary hold may appear on your bank or credit card statement. This hold typically clears within 2-5 business days. Additionally, we confirm that a full refund has been processed to your original payment method. Please allow 5-14 business days for the refund to reflect in your account. Our customer service department has also offered you an explanation through online chat on Oct 23. 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:10/23/2024
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 6 items from Temu with a claimed value of $235.98. however, 4 of these items were "free" because I bought the other two (overpriced) items. However. Temu only delivered the "paid" portion and didn't deliver the "free" portion. When asked for them to reship they were conveniently out of stock, so instead they gave a $0 "refund". I'd like a real refund for the value of the items they didn't deliver. Per the order email they sent, this is $27.16. I'd also be happy if they sent these 4 items.
Business Response
Date: 10/31/2024
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 some items of your order are currently out of stock. $27.16 has been refunded to your Credit balance on Oct 9. 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 online chat on Oct 1. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*******
Customer Answer
Date: 11/01/2024
I don't want a credit to my Temu account as that would require continuing to do business with you. I want an actual refund so I can move on and do business with reputable institutions that honor their word. The fact that I had to go to BBB to even get a credit illustrates how little you care and I don't want to deal with you anymore.
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.
We understand your frustration and would like to clarify that any credits originally paid in cash can be refunded to your original payment method. To ensure your privacy is protected and for a more efficient resolution, if you would like to withdraw the money from Temu Credit balance, we highly recommend reaching out to our customer service team via ******************** or the Temu app live chat. This will allow us to provide more personalized assistance on handling the credit balance and explore any possible alternatives.
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:10/23/2024
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.
So I recently made a purchase on temu ******. I didn't receive 5 of my items. The first time I contacted them the chat *** told me the other 5 items shipped seperately. I didn't believe that as my account stated that everything was delivered.The second time I contacted a temu chat *** I was told everything was packaged and shipped together and that they would not honor the refund basically accusing me of ******** one helped me. I continued to go on the chat to try to speak to a manager or supervisor I was denied this request. You can't call them. So I guess I'm just f-ed out of 50$. I have read multiple reviewers say the same thing. TEMU BE AWARE I HAVE FILED A POLICE REPORT AND REPORTED YOUR FRAUD TO MY BANK. Its actually disgusting how every single *** kept apologizing and being empathetic to my cause just to give me the same answer that I was s*** out of luck. Well temu. If you don't honor the fact that I didn't receive something I paid for then I will take you down legally. Thank you and well I won't say it but I want to. I hope you all feel great telling customers they are lying and putting in writing on your site about your refund policy and not honoring it. Makes me sick.
Business Response
Date: 10/31/2024
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 the correct 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 cannot 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. Our customer service department has also offered you an explanation through an app message on Oct 22. 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,
*******

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