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:10/19/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a delivery of 4 packages delivered to the wrong address ****** admitted to doing it and is paying everybody back cause the packages were never found . I had to do all the phone calling , getting the claim done , getting all the claim numbers for all the sellers , TEMU , ect . All everybody had to do was a little paperwork and it would be done . 3 of the 4 sellers did all the paperwork and I got my refund, Its like they are taking up for the other seller. All I get from TEMU and the other seller is this : It was delivered to the correct address the logistics show it.REALLY!! when I sent pics of the wrong address which is a GREEN house with a RED AND WHITE STORAGE SHED and the pic from ***** SHOWING THE 4 PACKAGES SITTING IN FRONT OF THE RED AND WHITE SHED . And they can see the ***** pic too. REALLY COME ON NOW, THAT IS SHOWING THAT THEY ARE COVERING UP SOMETHING!!I sent a pic of both mailboxes mine with the correct address on it . And the mailbox were the packages were left . And a pic of my OLDER SINGLE WIDE MOBILE HOME ! COME ON NOW !!!ALL I GET OVER AND OVER IS. IT WAS DELIVERED WE ARE NOT DOING NOTHING !!! OK NOW FOR THE REAL INTERESTING PART :; GET THIS , 3 OF THE 4 SELLERS HAVE COMPLETED ALL THE PAPERWORK WITH ALL THE **** I GOT FROM ***** .THEY HAVE THIER MONEY AND HAVE MINE FROM THE 3 . I DONT KNOW WHAT IT IS WITH THIS 4th SELLER BUT THEY ARE ACTING LIKE SHE/HE IS SPECIAL AND DOES NOT HAVE TO DO ANYTHING .JUST KEEP MY MONEY AND GET TO LAY UP AND NOT DO ANYTHING . The other three did everything. I want to know what special about this one. you would not believe how much evidence I have and have sent it to them several times.theyre only response is it was delivered? REALLY !! Are yall that lazy? As much stuff as I sent yall over and over and over.They just ignore it. I want to know whats so special about this other seller that she/he does not have to do anything about lost packages. 3 other sellers doing everything . It sounds very sketchy to me.
Business Response
Date: 10/27/2024
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 order of $120.60 has been fully refunded to your original payment channel on Oct 20. Once the refund has been successfully processed, please note that it may take 3-5 business days for the refund to appear in your original payment method.

Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 20. 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: 10/27/2024
[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:10/19/2024
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 have placed over 150 orders with company. They use games and special discounts as a way to tell you youre getting really great items at a huge discount when really they overinflated the retail. Recently, I had a package that showed delivered, had to fight with them because it wasntgot it 3 days later. Next, package was lost, they refused to issue a refund until I told them I was at the bank with the branch manager and was going to dispute transaction..only then did I get a refund. Now, Ive returned some items..shows $57.** for refund. Now they are saying they have to get it back and inspect it before giving a refund but they didnt say that until I returned it. When I question customer service they said the amount is $52.**. No immediate refund givenstill waiting on this money. Finally, another package order is in customs. It shows no movement for an extended period. The last movement what I can read looks like to was handed off but then the next line contradicts itself. These 4 different issues have been over the course of 2/3 weeks. The customer service isnt helpful until I threaten bank and BBB yet today they still refused to correct the latest 2 issues. Not in order, the photos show 4 order numbers. 2(the one said delivered but received 3 days later, the one I threatened with the bank) were resolved. Problem remaining is the one $38 order thats not moving and the return of $57.** that they are now saying is $52.**
Business Response
Date: 10/25/2024
Hello *******,

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

Thank you for your feedback, and we are sorry for the inconvenience this may have caused. We have reviewed the order details you provided and can confirm that for your order placed on Sep 16, your return and refund request, submitted on Oct 18, is currently in process. Our warehouse is still conducting a quality inspection, as we have policies in place to ensure all products meet our highest standards of quality and customer satisfaction. We kindly ask for your patience while the warehouse completes this process. For detailed return instructions, please visit ****************************************************************.

Our customer service department has also emailed you and offered you an explanation regarding this matter through an email ticket on Oct 23. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

For your order placed on Oct 2, we can confirm that the full refund of $89.50 was issued to your credit balance on Oct 13. Similarly, the order placed on Oct 10 was fully refunded to your credit balance on Oct 22. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For further details, please refer to the email ticket sent to you on Oct 22.

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,
Patrick
Initial Complaint
Date:10/19/2024
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 Sept 23, 2024, I bought an item (3 wigs) on TEMU worth $147 from a provider (LongLong Hair) Order ID: ************************. I received the product on Sep 27, I didnt like the overall look and quality and decided to return it.I packaged it in the same bag it came in, added tape and returned it on Oct 4th via **** The return receipt from *** shows the package weighs 1.26lbs. **** tracking number: 1ZG1920Y9027878386). This package got delivered to the provider on Oct 8. The proof of delivery shows that the package was received by *** (the merchant), and weighed 1.30lbs. After receiving my package, the merchant denied my refund falsely claiming that the item received was empty. They sent me a pic of an empty plastic bag saying that was what I returned. Note that this picture of empty bag did not have my return label, so it could have been any random bag at the warehouse. Also, the *** proof of delivery showed that the package they received weighs 1.30lbs, an empty plastic bag cant weigh 1.30lbs.I reached out to TEMU customer service, and a support ticket was created (Ticket ID: *****************, I submitted my proofs, the return receipt, proof of delivery, and the picture of the package I received which showed the weight of the item they delivered to me. The customer service indeed confirmed that I returned a package weighing 1.30lbs and that the picture of the empty bag that the merchant sent didnt show my return label raising doubts, but then they still denied giving me a refund because the merchant didnt receive my return.I asked them how they investigated and found a 1.30lbs bag empty, (Note that the item I bought weighed 1.19lbs), are my proofs from *** of no importance? What other evidence do they need to confirm that I returned the ************ isnt empty? They couldnt provide any reasonable answer! TEMU is siding with this merchant to steal from me. This is unfair and deceitful. Please help me get my refund.I have attached my proofs
Business Response
Date: 10/27/2024
Hello Taiwo,

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 on Oct 19. $66.46 has been refunded to your original payment channel and $80.93 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.

We understand that you have concerns regarding local merchants on our platform. Please rest assured that we are actively working to enhance our supervision and cooperation with these vendors. We are committed to addressing any issues encountered in your purchases to ensure a reliable and satisfying experience for all our customers. Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 20. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*****
Initial Complaint
Date:10/19/2024
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 made a purchase from the online company Temu on Oct 1 2024 for a what is described as a 200 density 24 inch hightlight ombre lace front wig. I received this wig via **** on Oct 4th what I received looked nothing like what the seller described. I was extremely disappointed as I had ordered this item for my upcoming birthday event with disappointment I returned the wig to drop off usp location along with a copy of the returned label I printed from Temu. On Oct 11 I received a response messages from a Blang hair stating that my refund was denied due to return wig not match which was a complete lie as I returned what was sent to me . I proceeded to send messages and submit a claim a few days later in a chat letting the seller and Temu know about the issue that took place only for my claim to also be denied. I sent another message again on 10/18 not only was I told my apology can you send pics of wig received. I responded and said I did not take any pics as I just returned the wig immediately only for the provider in chat to leave my message and not even addressing the issue at hand . On 10/19 I spoke with a customer service *** named Miles who seemed sincere and asked for a screenshot of my the order number for the wig and for me to choose if I wanted my refund or claim that was denied. I chose my full refund of $65 . As a result the *** asked to hold the line while check my status only to be told your request for refund was closed and that I can reapply or request so that I can proceed to make another purchase . During the conversation earlier with the provider I had asked for them to send me pics of what they claim to have received only to get no response. The fact that the company Temu and the seller have showed no initiative to fix this issue only to paint me as a liar but them as the fraud is very disappointing. I then received message that they never received
Business Response
Date: 10/27/2024
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 order of $65.52 has been fully refunded to your original payment channel on Oct 19. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method.

Our customer service department has also emailed you and offered you an explanation along with a compensation plan through an email ticket on Oct 19. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. 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:10/18/2024
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 had tried to place an order, later I decided not to buy it, but it was Not in my cart so I figured there was no check out. Next day I spun a wheel and won 3 free selected products.They added on the previous product that was not in my cart and tried to charge me for it. It came back as insufficient fundsI never checked out Or received an order number at all.I called them up and they said they cancelled the ******** now I dont get my free items either.I asked if I could spin again at which time they told me Yes, but I would have to Buy $40 dollars of stuff in order to get the free items.This is False Advertising and I spent Hours picking out the free ******** Where on their Site or on the wheel does it say you have to spend $40 dollars.I think they have lost me as a repeat customer with all of this hassle and con gaming unless I can get my free items truly for free.
Business Response
Date: 10/25/2024
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 that you are experiencing difficulties with our promotional activities. Based on your description, we understand you are enquiring on our games that requires spending a certain amount to get a free gift. We would like to assure you that all of our promotional activities are genuine and effective, and numerous users have already successfully completed the tasks and received rewards through their own efforts. We highly recommend that you continue participating in the events to earn your rewards.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have any other question regarding order payment, please contact us through www.temu.com/support-center.html so that we can help you look into this right away.

Best wishes,
Dennis
Initial Complaint
Date:10/18/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was promoting for the company called Temu, I promoting it through social media, and the company paid me everytime I invited a new app user, I got the money I needed and I withdrew but it has been weeks and I have not been paid, if is just on pending so I want to be paid by the company as I did everything correctly without breaking rules, my Temu acc is ************************ so if you guys can please help me get this money.
Business Response
Date: 10/25/2024
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 that you are experiencing difficulties with our Affiliate Program. We understand how frustrating it can be when expectations are not met, and we apologize for any inconvenience this may have caused you. We recommend that you reach out to your financial institution to inquire about the status of the withdrawal and seek further assistance. They may be able to provide additional insight and help expedite the process. Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 20. 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: 10/25/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business Response
Date: 11/04/2024
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 apologize for the inconvenience you are facing with our Affiliate Program. We suggest contacting your financial institution to inquire about the status of the withdrawal and to request further assistance. They may be able to offer additional insights and help speed up the process. Our customer service department also has been following up on this issue to help solve this issue. They emailed you and offered you an explanation through an email ticket on Nov 1. Please check your inbox 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: 11/04/2024
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.
[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:10/18/2024
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 have received merchandise from Teum that I did not order. I returned the items and ask for a refund I returned the items via *** and I have proof of the shipping. They refuse to refund my money and said they never received some of the items. I never ordered the items in the first place I contacted the company and they had my credit card on file from a previous order. They use that information to process these fraudulent orders. I contacted the company and they told me to return the items and I did. Now they are telling me they refuse to refund my money. I do not have the product and I did not order any of these things. I do not know what else to do.
Business Response
Date: 10/25/2024
Hello *********,
I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and after our investigation, we can confirm that we haven't detected any unauthorized charges in your account. Furthermore, we confirm that your orders have been fully refunded. $162.81 has been refunded to your original payment channel and $0.02 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. Our customer service department has also offered you an explanation through an app message on Oct 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 dont hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
*******
Initial Complaint
Date:10/17/2024
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.
Temu sent me an email 10/14/2024 stating cut price down to $0.00. Up to $300.00. I picked the 3 items, plus bonus items they offered. Starting to place the first order, it said I had to order more to get it free. 1st order was $38.68. So I proceeded to place the 2nd order to get to the tier to get the free items. I placed the second order of $44.52. They then said I had $5.40 more to spend to get the items. I was in the process of adding items into my cart to reach the next step. I had roughly $36.00 in my cart. The whole screen disappeared. The cart was gone. Then an expired came on the screen. In this whole process there wasnt ever anything mentioned about a time frame to order. I called, the manager **** refused to help me. He then canceled my order without my permission. I called again *** refused to help me, she said her supervisor would not authorize it. When I asked if Their managers were authorized to get into my account and do whatever they wanted she had no answer. I would like a $20.00 credit for a partial of the items I shouldve gotten free. This is false advertising.
Business Response
Date: 10/25/2024
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 that you are experiencing difficulties with our activities. We have checked the order details you provided and can confirm that $44.52 has been refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method.
We assure you that our programs are genuine and effective, and numerous users have already completed the tasks and received rewards for their efforts. Meanwhile, we value your feedback and will continue to optimize the activity to provide a better user experience. Furthermore, please note that our customer service department does not have access to your account to cancel orders. 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.
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:10/17/2024
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 item arrived damaged, but as it was a gift I do not have the item. I contacted customer service and they were rude about it, so I asked to speak to a supervisor to which the customer service representative said no. They did not want to help me and didnt want to be bothered by my issue.
Business Response
Date: 10/27/2024
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.

After conducting an investigation into 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 item. 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 item to us for a full refund. Please be informed that once our merchant receives the returned item, the refund process will be immediately activated.

Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 25. 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,
Dennis
Initial Complaint
Date:10/17/2024
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.
Subject: Request for Resolution Regarding ********* Shoes Return On July 7, 2024, my husband returned a pair of **** shoes using the TEMU return code. Upon realizing this, I immediately contacted their customer service team, who were empathetic and responsive, and a ticket was created for my case. The ticket remained open for several months, and I have attached screenshots of our conversations for ************ inquiry was straightforward: if all returned items have a tracking number, my **** shoes should also be traceable. I agreed to bear the cost of return shipping. However, after months of waiting, the team was unable to track the shoes or provide any explanation for their whereabouts.Despite this, they tried to minimize the issue by saying they will offer a $20 compensation, credited to my TEMU account, which I declined as an inadequate resolution. The case was then closed without a fair outcome, and upon reopening, my claim was once again denied.I am requesting either the return of my **** shoes or a fair resolution, which includes proper compensation equivalent to their value. Crediting the amount of the shoes to my TEMU account would be acceptable if they wish to maintain my business. My logic is simple: if everything else with a tracking number is traceable, the same should apply to my return. Either the item was lost, stolen, or returned to the seller in another country, and TEMU has chosen not to retrieve it.I expect a fair resolution and compensation for this matter, not merely $****** TRACKING:UNPK-1ZE3651C9015317976_************ id initiated *************************************
Business Response
Date: 10/27/2024
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.

We sincerely apologize for the inconvenience regarding your concern. We understand that you returned the **** shoes and we conducted a thorough investigation regarding your returned items and as per the result, our warehouse did not receive the items in question. 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 emailed you and offered you an explanation through an email ticket on Oct 24, along with a compensation plan as a gesture of goodwill. 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,
Patrick
Customer Answer
Date: 10/27/2024
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 # ********.

Since June 2024, I have consistently sought clear information from Temu regarding the return of my item. I provided comprehensive details and posed specific questions to facilitate a resolution. In their BBB response, Temu claims the item has not reached their warehouse. However, my screenshots of Temus messages indicate that they have stated they were unable to track the item in their warehouse. Given that returned items typically have a tracking number, it stands to reason that my returned item should be traceable if it indeed arrived at the designated location.
Temu has offered a compensation of $20 for a $155 purchase, which I find insufficient and unfair. Initially, Temu explained this compensation as a gesture for the stress and delay I experienced. However, they later revised this, stating it would be a $20 credit to my Temu account. I declined this offer, especially as Temu continued to pressure me to accept it.
The inconsistent statements from Temu-alternating between claiming the item has not reached the warehouse and that it cannot be tracked within their warehouse-raise concerns about the reliability of their explanations. Given that the item was returned using Temus own return code, it should be possible to track it accurately.
Regards,
******

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 apologize for the inconvenience this incident has caused during this period. We have carefully checked the details with our colleagues in the relevant department and understand that you returned the **** shoes, but the shoes in question could not be located due to the absence of a specific barcode for identification purposes and the large number of goods in the warehouse, we apologize sincerely for the inconvenience.

Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 29, along with a compensation plan as a gesture of goodwill. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

We understand the frustration you may have experienced during this period. We always appreciate your valuable feedback as it constantly drives us to further improve the quality of our products and services. 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.
Hello *******,
Thank you for your response.

I understand this may only be your 2nd time reviewing my case; however, this is one of many times Ive had to explain the situation to various customer service agents, and also to various representatives, across 4 different tickets(multiple times). I hope you can appreciate my frustration. Since July, TEMU has been offering me a $20 TEMU credit, which I cannot accept, as I believe it falls short of fair compensation for the matter at hand.
To clarify my request, I returned a pair of **** shoes worth $155 using the TEMU-issued return code via **** Given this, TEMU should be able to locate the item based on the return code 'ISSUED BY TEMU', regardless of the package's contents. Throughout this process, I have consistently communicated that the $20 offer does not adequately address my concerns. If TEMU is unable to locate the returned item, a more equitable solutionsuch as a $120 credit or comparable compensationwould at least show a genuine commitment to customer satisfaction, even if it results in a partial loss on my end.
If customer satisfaction is indeed a priority for TEMU, as emphasized in prior (every)responses, then I would request a reconsideration of the compensation offered. Acknowledging my concerns with an appropriate resolution would demonstrate TEMUs commitment to its customers, instead of repeatedly pressuring me to accept the $20 compensation since Julydespite my multiple rejectionsit would be more constructive to consider a fair and meaningful resolution

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: 11/28/2024
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 carefully investigated your case with the relevant department and can confirm that our customer service department has emailed you and proposed a new solution for you on Nov 28. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter. Thank you for your patience.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 12/06/2024
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 writing to express my growing frustration regarding the resolution of my complaint about the **** shoes . The item had a valid return code, and I fail to understand how it could be lost in your system.
It has been over six months since I initially raised this issue, and the delay, coupled with inadequate responses, has made this process unnecessarily stressful. While I appreciate the offer of $25 and later $50 as compensation, these amounts are far below the value of the missing item, which is $155. Additionally, this prolonged wait and the lack of a satisfactory resolution suggest a disregard for customer satisfaction, which I trust is not reflective of Temus values.
If customer service truly holds importance, this matter should not have been this difficult to resolve. I have repeatedly communicated the importance of either locating and returning the **** shoes or providing a fair and reasonable compensation that aligns with their actual value.
I kindly request immediate action to resolve this matter. If the shoes cannot be returned, I expect a compensation of $155. I trust Temu will prioritize resolving this issue fairly and promptly.
Thank you for your attention to this matter. I look forward to your swift response.
Thanks.
******

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: 12/29/2024
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 completely understand the outcome may not be what you were hoping for and sincerely apologize for the disappointment this may have caused. We are committed to resolving this issue as soon as possible. According to our latest internal information, our customer service team reached out to you via email on Dec 29 and has been following up on this issue. Please check your inbox for more details and respond correspondingly if you have any further requests.

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: 01/03/2025
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.
Hello *******,
A new ticket was created by TEMU with the same response, that was similar to the increase from $25 to $50. Please find my below response, which was sent for the previously created ticket.
By June 2025, it will mark a year since I first attempted to retrieve my **** shoes or receive fair compensation. I have been waiting an exceptionally long time for a resolution. I hope you can understand how frustrating and overwhelming it has been to receive the same response from Temu repeatedly over the past seven months.
This was my response to $50 for previous ticket and the recently created Ticket by TEMU-
I am writing to express my growing frustration regarding the resolution of my complaint about the **** shoes . The item had a valid return code, and I fail to understand how it could be lost in your system.
It has been over six months since I initially raised this issue, and the delay, coupled with inadequate responses, has made this process unnecessarily stressful. While I appreciate the offer of $25 and later $50 as compensation, these amounts are far below the value of the missing item, which is $155. Additionally, this prolonged wait and the lack of a satisfactory resolution suggest a disregard for customer satisfaction, which I trust is not reflective of Temus values.
If customer service truly holds importance, this matter should not have been this difficult to resolve. I have repeatedly communicated the importance of either locating and returning the **** shoes or providing a fair and reasonable compensation that aligns with their actual value.
I kindly request immediate action to resolve this matter. If the shoes cannot be returned, I expect a compensation of $155. I trust Temu will prioritize resolving this issue fairly and promptly.
Thank you for your attention to this matter. I look forward to your swift response.
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: 01/16/2025
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. Please rest assured that we are committed to resolving this issue as soon as possible. After investigating with relevant department, we can confirm that our customer service team has offered a better compensation plan to you. They have reached out to you on Jan 15 through an email ticket ****************, which is associated with your Temu account, and are awaiting your response. Please check your inbox for more details and respond correspondingly if you have any further requests.

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: 01/16/2025
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.
Hello *******,
Thank you for your response. I noticed that the amount has been increased from $50 to $90 in the ticket(as TEMU CREDIT), but I am still short by $65 to cover the total value.
A couple of months ago, I had earnestly requested at least a Temu credit equivalent to the value of the shoe, which would mean further business with TEMU. Unfortunately, this matter has been drawn out for several months despite multiple communications.
Given the prolonged wait time and the number of emails and tickets exchanged, I believe fair compensation would equate to the full value of the shoe. In light of the inconvenience caused, wouldn't it be reasonable to adjust the compensation to $155 to my card ,than the TEMU account?
I appreciate your understanding and look forward to a resolution.
Thanks!
******
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,
******

Customer Answer
Date: 02/04/2025
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 had registered a complaint about TEMU with BBB (Complaint ID: ********* Request for Resolution Regarding ********* Shoes Return On July 7, 2024, my husband returned a pair of **** shoes using the TEMU return code. Upon realizing this, I immediately contacted their customer service team, who were empathetic and responsive, and a ticket was created for my case. The ticket remained open for several months, and I have attached screenshots of our conversations for reference. My inquiry was straightforward: if all returned items have a tracking number, my **** shoes should also be traceable. I agreed to bear the cost of return shipping. However, after months of waiting, the team was unable to track the shoes or provide any explanation for their whereabouts. Despite this, they tried to minimize the issue by saying they will offer a $20 compensation, credited to my TEMU account, which I declined as an inadequate resolution. The case was then closed without a fair outcome, and upon reopening, my claim was once again denied. I am requesting either the return of my **** shoes or a fair resolution, which includes proper compensation equivalent to their value. Crediting the amount of the shoes to my TEMU account would be acceptable if they wish to maintain my business. My logic is simple: if everything else with a tracking number is traceable, the same should apply to my return. Either the item was lost, stolen, or returned to the seller in another country, and TEMU has chosen not to retrieve it. I expect a fair resolution and compensation for this matter, not merely $****** TRACKING:UNPK-1ZE3651C9015317976_************ id initiated *************************************

Business Response
Date: 02/11/2025
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 carefully investigated your case with the relevant department and we are sorry that we cannot fulfill your desire to return your **** shoes. However, we would like to offer you $90 Temu credits as compensation. We understand this may not fully address your concerns, but it represents the best offer we can provide at this time.

If you accept the solution we offer, please let us know and we will process it for you immediately. Thank you for your understanding and patience during this period.

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: 03/02/2025
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.
not received her ***** refund from Temu.
Business Response
Date: 03/11/2025
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 are glad to hear that you accept our compensation plan. According to our latest internal information, our customer service team has already issued the $100 Temu credits to your account on Mar 10.

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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