Complaints

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

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  Temu.com

  31 Saint James Ave Ste 355 Boston, MA 02116-4101

• 

  Temu.com

  101 Arch St Boston, MA 02110-1130

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/13/2024

  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.

  Order PO-211-***************** was "delivered" on October 10th 2024 but not to my house. ****** provided a photo of the delivery and it is not my house. I have provided the photo of my house to Temu. When speaking to a customer service agent they agree that it is not my home and yet when the agent opens a ticket, the next apartment gives me an automated email and denies my request without ever looking at the evidence, which is undeniable. This is not the first time this has happened with Temu. I applied store credit when I bought this order and that is my money as well. Yet, Temu is currently holding my credit as hostage and won't let me use it because I'm still mediating the other instance, which was exactly like this. Delivery photos should have to include the home address as well as the package at a minimum. I want a refund for this order. The items delivered were not delivered to my house. No one who received them has brought them to me. They never do. I want a refund. It is undeniable that it is NOT my house.

  Business Response

  Date: 10/21/2024

  Hello *****,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have 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 emailed you and offered you an explanation 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 further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 10/21/2024

  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 per usual, nothing was addressed or resolved. No responsibility was taken by the company. Temu does not care about its customers at all. In fact, there are tons of complaints out there reporting the same type of problems. Temu could fix my issue by admitting they should have taken my issue seriously and stating that they will be providing the refund requested originally and now.
  
  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: 10/28/2024

  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 been handling your concerns with your best interests in mind. Regarding the refund of $37.42 that was previously initiated, we would like to inform you that it is still pending processing by the bank. We kindly advise you to continue to be patient as we await the bank's response. Rest assured that we will promptly notify you of any updates. Furthermore, if the disputed transaction of $150.17 has been resolved, we kindly request you provide us with the necessary valid documentation from your bank. We will then escalate this information to our payment department to find a better solution for you. Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 24. Please check your inbox for more details and respond to them to resolve this issue.
  
  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:10/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from Temu. The mattress arrived with the box opened and when I unpackaged the item it had a foul odor. After a few days the odor continued to linger. I called Temu asking for a refund. I explained I dont own a truck to transport to the mattress to a facilities to return it and I should have to buy materials to repackage a smelly mattress. I said the mattress should just be discarded to prevent any further contact with chemicals in the mattress. They denied me a refund and the issue is their fault.

  Business Response

  Date: 10/19/2024

  Hello ******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We understand how frustrating this must have been for you and our customer service department would like to offer you the following two proposals. If you prefer to keep the item, they have applied for a special offer of a partial refund of $63.44 with no need for a return. Alternatively, if you prefer, they will also be happy to assist you in applying for a return and refund process for the item. Please kindly let our customer service agents know which option you prefer, and they will be more than happy to assist you further. They also emailed you and offered you an explanation through an email ticket on Oct 13. Please check your inbox for more details and respond to them to decide which option you prefer.
  
  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:10/13/2024

  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.

  Reported damaged packaging and 2 out of 47 items missing upon receipt of order. Tried multiple times to resolve issue and request resolution through TEMU but have been denied every time and company assumes no responsibility. I provided pictures and evidence of the damaged packaging upon arrival and keep receiving the same response which is all items were packaged and packaging was in good condition upon shipping from warehouse in which that does not relieve TEMU or the carrier of any responsibility whatsoever nor does that prove anything at all in regards to missing items that I paid for. TEMU fails to accept any error or mistake on their behalf or that these two items could have been possibly lost in transit due to the large holes in the very poorly packaged bag that all these items were just THROWN into. I have spent hundreds of dollars through TEMU through multiple previous orders and this was the FIRST time I have ever reported any missing items from any order which barely totaled to under $10 out of almost $300 I had spent on this order and they outright refuse to even attempt to resolve this matter properly. At this point, I am willing to accept the $10 loss and return, at TEMUS expense, all eligible items totaling almost $300 on this order and never purchase from TEMU again and also continue to contact other outside agencies to report and make others aware of how valued customers are treated at ******************. This ********************** obviously doesnt care about its customers and In which I have documented everything and will certainly make sure so that the next consumer never has to go through this experience and they can review the evidence and conversations I have experienced with customer service themselves.

  Business Response

  Date: 10/19/2024

  Hello *******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. 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 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 Oct 13. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 10/19/2024

  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,

  *******

   

  I am rejecting your response based on you and your companies continued refusal to fully acknowledge and understand the current issue that is being brought to your attention so I will try to simplify this response as best as possible so that you may be able to fully understand and respond properly regarding my issue and concern which is not being addressed. If you review the photos I have attached to this complaint, they show significant damage to the outer packaging to the point that some items were protruding from the package and some almost falling out upon delivery. Now, with that being said, some of the items I had ordered were smaller than the holes that were present in the damaged packaging upon arrival as you can see from the photos. With all this being said and hoping that you understand the issue I have been conveying to you up until this point in my response, the package was ultimately delivered damaged. I fully understand the response your company continues to provide to me just as you have also said upon your review of evidence and video, all of the items were packaged and present and the package was shipped in good condition. However, the package arrived to me damaged with two missing items which should tell you that if you can verify its not Temus fault, then ultimately it is the carriers and the package was damaged during shipment and that is where the items were lost and went missing. I contacted the carrier ****** and they informed me that I have to contact Temu in order to have a claim filed against the carrier Ontrac to ultimately receive a refund/replacement/resolution if Temu is not responsible. Now, hoping you understand the issue I am raising here, youre telling me that if you ship a package in good condition with all items packaged and present but the package arrives to me damaged with holes big enough that items can fall out and then I am ultimately missing two small items, that this is the customers responsibility and I am at fault and am required to suffer this loss? Absolutely not. If Ontrac (the carrier) damaged the package during shipment and that is when the items were lost, then Temu bears some responsibility here to contact ****** and work with them to reach a resolution. Ontrac is YOUR carrier that YOU chose to use. I have already contacted ****** and was informed that if this happened during transport and Temu is ultimately not at fault, TEMU is REQUIRED to file and innitiate a claim through ****** in order for an investigation to be even opened. The customer cannot file a claim directly is what I was told. I believe this is now the fourth time I have attempted to raise this issue with even out right telling you that if its not your fault then its the carriers and every time its as if you intentionally avoid understanding in every response you provide to me. A customer is not responsible for the shipping process. Hoping that you may have now understood, I would like you to contact Ontrac and file a claim explaining that my package arrived to me damaged, open, and was missing items. Temu still bears a responsibility to helping resolve this matter. Just because you have video evidence stating you did your part and your not at fault, does not relieve you from further investigating this issue. As per Ontrac, you are the only one who can file a claim and I would like you to do so. I would like your response to include mention of the carrier Ontrac and further information on what is the resolution here if a carrier damages a package and loses items during transport and shipment? I am hoping I have simplified my explanation much further and have provided exact detail so you may now understand that this may be Ontrac the carriers fault and responsibility.

   

   

  Business Response

  Date: 10/28/2024

  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. 
  
  We have received your feedback about the unpleasant experience with one of our logistics providers. As a customer-centric **********************, we sincerely apologize for the inconvenience this may have caused. However, we have checked the details you provided and can confirm that your package has been shipped out intact. Thus, we feel regretted to inform you that we cannot offer a refund in this situation. We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. 
  
  Plus, for matters related to logistics provider cooperation, we have a dedicated team who can better address your needs. Please feel free to email them directly at **************************************** anytime to discuss your inquiry in depth. They make every effort to respond to partner requests promptly and comprehensively. We appreciate you bringing this to our attention.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat. Thank you for your understanding. 
  
  Best wishes, 
  *******
  

  Customer Answer

  Date: 10/28/2024

  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,

  *******

  So what you are ultimately saying here is that whatever happens after you fill an order and the package leaves your warehouse, you have no responsibility and furthermore do not care about the package and/or customer and whether they even receive their package or the condition that it arrives in? You consider this careless, greedy, and selfish company response to be fair and justifiable after I spent hundreds of dollars on this order and for the VERY FIRST time ever, report a damaged package with TWO missing items that totaled to LESS than $10 and you simply do not care and are still refusing to resolve this? I will be sure to post and share all your companies responses here so customers and consumers can understand how ****************** values and treats their customers and what to expect from customer service if anything happens to their package. By law, YOU bear a responsibility until that package is delivered to its destination. YOU are the one who facilitates the delivery process and YOU are the one who contracts a carrier to fulfill that delivery. YOU can continue to simply tell me without any evidence that the package left your warehouse intact which I do not entirely believe at this current point but if that is your defense and is true then that can only mean it was damaged by the CARRIER during shipping. Now with that being said and because you still assume a shared responsibility because YOU used that carrier to ship the package, I am now requesting for a THIRD time for you to contact ******, the carrier, and file a claim for a damaged package that resulted in missing items so an investigation can be opened and a resolution can be reached. As per your request to contact the TEMU department you had mentioned in your previous response, I already have and have reached out TWICE now about this and have a detailed record and evidence of the communication history and your refusal to assist at all in this matter which is why I have contacted the BBB and also filed complaints with other outside agencies because YOU still continue to disregard everything I mention and respond in a way that intentionally doesnt address or even attempt to offer a resolution. Also, incase you were to ask or mention, I have already contacted the carrier Ontrac and was instructed by them to contact TEMU directly in order for a claim to be filed for the damaged package and missing items. YOU are failing to honor the proper procedure and my request because you will not follow the required process with the carrier by filing a claim because YOU are the only one who can, not me. Can you just respond intelligently and in a manner that addresses my concerns just in the slightest way? The concern at hand here is obvious and at this point if you fail to address it, its intentional and youre the one that is just wrong in every way you went about this whole matter and are avoiding accountability. It seems like from the other complaints and reviews that TEMU does in fact do this on a regular basis and takes this approach with other consumers when they are wronged. TEMU purposely misleads customers, avoids direct response, and furthermore uses tactics to prolong a customers problem and resolution with the hope and intended desired outcome is that the customer just eventually gives up simply because of confusion, frustration, and annoyance. This is a very predatory business practice but unfortunately successful much of the time which is why they continue to utilize it against its own customers.

  Business Response

  Date: 11/07/2024

  Hello *******, 
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message. 
  
  Thank you for reaching out and sharing your experience with us. We understand how disappointing it must have been to receive your package in this condition, and we sincerely apologize for the inconvenience.
  
  Upon reviewing the details and the proof you provided, we have processed a refund for the items missing from your order. This refund will be credited to your original payment method shortly. Additionally, please rest assured that we are passing along this feedback to our logistics team to help improve future delivery experiences.
  
  As an apology for this experience, we have also added a credit to your account for your next purchase. We hope this gesture will make your future shopping with Temu more enjoyable.
  
  Our customer service department has also emailed you and offered you an explanation on Nov 6. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Thank you for your understanding. 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:10/13/2024

  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 bought 4 Redmi earbud5 pro from TEMU, the store name was ******* us", which sounds like an official store for ******, but actually it was not. Instead it's a fraud store.I returned all 4 earbuds in original package because the version does not match, but TEMU refused to refund. The reason used for denied my refund were items were missing which is a clear lie, because temu confirmed the returned items were received.This is a clear fraud store, not only me, but also tens of US customers have the same issues and this has been reflected on the reviews. I have reported the fraud issue to TEMU customer service, but ****************** refused to take action and took clear stand to protect this fraud seller, which against California law.A class action were ongoing against TEMU fraud, i strongly ask temu to do the right thing to fight against fraud and refund my money

  Business Response

  Date: 10/19/2024

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your orders have been fully refunded. $210.93 has been refunded to your original payment channel and $49.27 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 and a compensation plan through two app messages respectively on Oct 16 and 17. 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:10/12/2024

  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 didn't receive what I ordered originally and then they had the nerve to offer me a ***** credit for the inconvenience and then a ***** after I told that I want what I ordered. They then said it was a scam and the item is discontinued

  Business Response

  Date: 10/21/2024

  Hello ******, 
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message. 
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been fully refunded to your original payment channel on Oct 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.  
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 14. 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 dont hesitate to message us through Temu.com or Temu app live chat. 
  
  Best wishes, 
  *****

• Initial Complaint

  Date:10/12/2024

  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 received an empty package after returning from my trip. I would like to request a refund as soon as possible.I never opened the package, yet there was nothing inside. This is not the *** I purchased. I am requesting a full refund immediately and expect this issue to be addressed as soon as possible.

  Business Response

  Date: 10/21/2024

  Hello Xinyan,
  
  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 $54.04 has been fully refunded to your original payment channel on Oct 15. 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 16. 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:10/12/2024

  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.

  Boought three items recently. All the clips were broken, explained to them that I could not do *** or **** as recently met with an accident. Have been a customer for long never returned a single item, but cannot afford to lose $ for broken stuff. Please honor your customers if they have proof. I cannot return as my health doesnt even allow to get up from bed otherwise no one wants to keep broken items

  Business Response

  Date: 10/19/2024

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.
  
  If you are not satisfied with any items you received (e.g. clips) in your order, you may apply for a refund within 90 days of purchase. We regret to inform you that, as per our company policy, we are unable to grant a refund without a return of the item. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.
  
  The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.
  
  Our customer service department has also offered you an explanation through online chat on Oct 12. 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:10/12/2024

  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 this supposedly a business but when you use their app it actually steal people's photos their info they also use it when they hack the phone to use the things they find and create stolen intellectual property which is actually a crime a cyber crime

  Business Response

  Date: 10/19/2024

  Hello ******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. Temu is an e-commerce company that connects consumers with millions of merchandise partners, manufacturers and brands with the mission to empower them to live their best lives. Temu is committed to offering the most affordable quality products to enable consumers and merchandise partners to fulfill their dreams in an inclusive environment. With our strict privacy policy and proprietary data protection system, you can trust Temu to keep your information safe.
  
  Furthermore, we want to emphasize that all our payment links have obtained ************************** Security Standard (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID Check, **************** *******, Discover ProtectBuy, and JCB J/Secure. Our customer service department has also offered you an explanation through online chat on Oct 12. 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:10/12/2024

  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 Oct. 10 I ordered (PO-211-05747537737513263) what I thought was free stuff from Temu for first time customers. I spun a wheel and it said I would get $350 worth of free stuff. As I started making choices I got a prompt to hurry up and pay for one of the items so I continued. I did. It was for 4.99. While I was selecting stuff I kept getting a prompt that the time was about to expire so I decided to forgo the rest of the money, by that time my order amount to $130 as I chose stuff an random. When I went to check out and saw that I was being billed I immediately canceled it. I got two prompts, one was the fact that I was ordering from one email when I signed up with another. i canceled with both emails and i got a message that it would take a few days for ****** to be credited. I was disgusted with the ploy that I went as far as canceling the $4.99 which was refunded right away. That should have let me know something was up,. On Ot. 11 about 7 p.m. EST I got a messge from Temu that my order had been shipped. I said I canceled it, that's when I went back and forth with a live chat saying that it could no longer be canceled and I can try shipping the stuff back for a refund. I've since tried working with my credit card company to dispute the charge. It's only after this fiasco I decided to check the BBB and saw thecomplaints lodged against Temu. I'd like to add my complaint for deceptive advertising so that no one else is scammed out of money like the company has apparently done to me. The refund for an egg hold for 4.99 has the same tracking order as the one for $130. Why would I cancel something for $4.99 that I could have easily given away and keep multiple items of the same things in different colors. Today is Oct. 12, around 3 a.m. I still received another order from Temu even though I told them I did not order when I was told the first portion had already been shipped.

  Business Response

  Date: 10/18/2024

  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 an amount of $4.99 has been refunded to your original payment channel on Oct 10.
  
  Regarding the order you mentioned, it has already been shipped. However, our customer service department has been working diligently with relevant departments to investigate and verify the matter. This process may take some time to ensure that accurate and reliable information will be provided to you. Our customer service department offered you an explanation regarding this matter through an app message on Oct 12, and they will provide you with feedback as soon as they have an update. Please pay close attention to your inbox and await the resolution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:10/11/2024

  Type:Order 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 4 boxes from a seller on the Temu website. They only shipped 1 box. Temus website also says there is only 1 tracking number. Seller says 4 trackings were sent and everyday they change the tracking numbers when I tell them theyre not correct. Temu just accepted sellers fake tracking numbers and making me wait days for them to investigate. I spoke with 10 or more different **** and some understand and say I need to create a ticket for the higher team. The higher team does not investigate and keeps telling me to wait. This has gone on for about a week. Temu is not protecting the buyers and does not hire competent employees to avoid fraudulent acts from other sellers on Temu.