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:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was stolen after it was delivered by *****. I did not find out until the next day when I saw my email alert 2 hours after it was delivered that it had been delivered. I checked my front porch and asked my brother who lives downstairs if he brought it in. The package was nowhere to be found. My package was stolen. I made a police report, because there is an individual around my area who is attempting to resell the same item. The police is unable to pursue the alleged thief due to not having video footage. I am waiting to hear back from my neighbor as to whether or not her camera caught anyone walking up to my porch and leaving with my package. I don't want a refund. I merely want Temu or the company who shipped the Baby Shower Basin to please file a claim with ***** stating that it was indeed stolen from my porch. I haven't had any issues in the past with my packages being stolen. Neither with ***** as I recently had a large crib delivered to my house a few days later. However, since the baby basin was small enough to care off and large enough to see by anyone walking or driving by this individual was heartless and careless to steal an item from an unborn child. Temu reassured me that they would put in a request to have it reshipped and I received an email after almost talking to someone for an hour on the phone that this request has been denied. They didn't keep their word and/or do their part on submitting a claim for me. I have since installed a camera after this happened so I am able to catch anyone else who is foolish enough to attempt to tamper with any of my mail. Temu, ***** and the third parties they have delivering these items are there to receive a check. I've noticed that they tend to not care, the delivery person has thrown my packages while on camera and ***** didn't bother to ring my doorbell. All I want is for them to reship the item so I may stop doing busy with them any further.Sincerely,***** *****

  Business Response

  Date: 04/27/2025

  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 checked the order details you provided and can confirm that your order has been refunded to your Credit balance on Apr 24. 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 email ticket on Apr 24. 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: 04/27/2025

  [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:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Items was returned its was paid by AFFIRM ( they dont want to do reSEARCH) IM STILL PAYING AFFIRM FOR ITEMS I DONT HAVE i used ********************** on TEMU and myra_fox@affirm . this is going on since october 2024. I alreay did so many call at AFFAIRm but TEMU doenst have phone number to call I chat witht hem Temu applied it as a credit on my TEMU account with out my permission I want it refunded to affirm that what i used to pay. I dont want to order anything anymore from TEMU Temu needs to refund affirm

  Business Response

  Date: 04/26/2025

  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 checked the order details you provided and can confirm that $73.26 of your orders 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. Our customer service department has also offered you an explanation through an app message on April 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 don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

  Customer Answer

  Date: 04/27/2025

  [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,
  
  **** Foxfranzen

• Initial Complaint

  Date:04/21/2025

  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 received a sofa damaged. I called immediately and Temu gave me a return label and said they will issue my refund once picked up because it was damaged. I provided them photo evidence when it was delivered showing the damage. *** said that they gave me a bad label and temu is refusing to issue my refund stating they don't have the package back. I didn't prepare the label, Temu did. I have called *** and Temu for an entire week. Temu has never reached out to *** to accept the return and they keep refusing to deal with the issue and provide me with my refund. They are scamming people out of their money and this is fraud.

  Business Response

  Date: 04/25/2025

  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 you are experiencing difficulties with our promotional activities.

  We regret to inform you that our records indicate you did not participate in the event in question. Our **************** team would like to know if you have an alternative account. If so, please log in with that account and reach out to them again so they can assist you more accurately. Our customer service department has also offered you an explanation through an app message on April 23. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

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

  Best wishes,
  ******

• Initial Complaint

  Date:04/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The user contacted ********************** support on April 15, 2025, regarding an issue with a referral invitation from their sister for a promotional event. Despite living close to their sister, the support agents insisted that the promotion was unavailable in the user's region. After multiple interactions, the user expressed frustration over the lack of resolution and was offered a $10 credit, which never appeared in their account. The user was later informed by a Senior Specialist that they were not part of the event, despite having registered through the invitation link. After several attempts to resolve the issue, including escalating to higher support levels, the user's request for compensation equal to their sister's lost promotional gifts, totaling $113.64, was ignored. The user found the support experience unsatisfactory and accused Temu of fraudulent practices due to the lack of assistance and resolution. Ultimately, the user demanded the full amount of $113.64 as a credit to their account within three days. The ongoing communication with support was characterized by delays and unhelpful responses, leading to further dissatisfaction with the service.

  Business Response

  Date: 04/27/2025

  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 sincerely apologize for any inconvenience this may have caused.

  Upon review, our system records indicate that you are not a participant in the event you are inquiring about. Our **************** team would like to ask whether you have an alternative account. If so, we kindly suggest switching accounts and contacting us again, which will allow us to assist you more accurately. Additionally, our team has provided you with an explanation via an in-app message sent on April 27. Please check your Temu account for further details and feel free to respond if you have any additional 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: 05/01/2025

  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. 

  [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,

  Rose

   

   

• Initial Complaint

  Date:04/20/2025

  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.

  I made several purchases on Temu, which included a pair of sandals, a two-piece suit set, and multiple press-on nails sets. On April 8, 2025, I submitted a return request and returned these items according to their guidelines. I was refunded for the sandals, but I have not received refunds for the two-piece suit set and 13 out of the 26 press-on nails that I returned.I have contacted Temu customer service multiple times regarding the issue, but the responses have been generic and automated, and the matter remains unresolved. I have since seen on the Temu app that my refund for these items has been declined without any explanation, which I find frustrating and unsatisfactory.Transaction Details:Date of purchase: April 8, 2025 Items involved: Two-piece suit set, 13 press-on nails (out of 26), sandals (refunded)Order Numbers:PO-075-*****************-D04 PO-075-*****************-D04 Return Request Numbers:Press-on nails: PO-********************-D11 Sandals: PO-075-*****************-D03 Suit set: PO-075-*****************-D03 Nature of the dispute: I am seeking a refund for the suit set and 13 press-on nails that were returned but not refunded.Attempts to resolve the issue: I have contacted Temu several times via their customer service channels and received only generic responses, with no follow-up or resolution. Additionally, Ive been informed via the Temu app that my refund was declined for certain items.Desired resolution: I am requesting a full refund for the suit set and the 13 press-on nails that were not refunded. I expect a prompt resolution from Temu, as I have already made several attempts to resolve this through their official channels without success.Registered Email: ************************

• Initial Complaint

  Date:04/19/2025

  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.

  I placed an order with Temu and the package I received had damage. Several item were missing. Contacted Temu multiple times and each attempt for a refund or reshipping missing items was refused. I would have thought they would have insurances for damaged bags. This isnt he first time Ive had damaged packaging. Many times the items have been damaged, broken, bent, etc. Ive either received a refund or returned the items for credit. This time there are items missing. Im unable to return those, obviously. Not sure if the items were stolen or just fell out. Temu has been very uncooperative. Id like to be refunded for the missing items, please

  Business Response

  Date: 04/27/2025

  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 checked your order details and found that you have initiated a dispute on the order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company.

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

  Best wishes,
  *******

  Customer Answer

  Date: 04/27/2025

  [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:04/19/2025

  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 demand a refund for a faulty item I received on 4-17-2025. However, 4-19- 2025 I opened the package. It will not stay powered on and a lens is missing. Today I spent $36 for batteries and SD card. That's when everything came to play. I did contact the vender and sent them a photo, still they're impossible. Returning the device is impossible. I AM FED UP AND WILL NEVER BUY FROM THEM AGAIN!!!

  Business Response

  Date: 04/25/2025

  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 checked the order details you provided and can confirm that your order has been refunded to your original payment channel on Apr 24. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. 
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******
  

• Initial Complaint

  Date:04/19/2025

  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.

  This company shipped my package in there nasty garbage a used pet cup box and used plastic wrap from there palits

  Business Response

  Date: 04/25/2025

  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 issue and kindly suggest that you apply for Returns and Refunds, because the merchant is unable to process a refund without the return of items. 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 ****************************************************************.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on April 22. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 04/25/2025

  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. 

  [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:04/18/2025

  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 recieved an email 10:33 am and 3:31 pm today stating thank you for support we are giving you $65.98 credit when I go to retain it, it turns into a 95% off. Then when I go to check out it says I need to spend ***** to get my item to receive a 300 coupon bundle. How are they giving me something for free yet I still have to pay for something.When I called customer service they honestly tried to bribe me after stating I was going to connect the BBB

  Business Response

  Date: 04/25/2025

  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 you are experiencing difficulties with our promotional activities. Upon checking, we found that you participated in the activities "Farmland" and "Redeem Coins". Please rest assured that our activities are real and valid and will have different difficulties depending on the value of the prize. Please refer to the rules on the event page and take the results shown on the event page as the basis. Our customer service department has also offered you an explanation regarding the activity rules and progress through an email ticket on April 23. 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 detailed explanation of the specific activity, please send us more proof (i.e. screenshots of the activity) by messaging us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:04/18/2025

  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 ordered a set of stacking terrriums from Temu plus one extra terrarium. I got damaged products and the wrong size. One of the damages was a piece of broken tempered glass. I first asked if they would send me a new piece of glass to replace the broken one. They refused. I then told them I wanted a refund (based on their refund policy). However, they let me know that when they received the boxes back, they would examine the product and then if there was no damage, they would give me a refund. Well, there would be damage because they were damaged before they got here.I was afraid that if I sent them back, they would not give me a refund and then I would have nothing. The other issue was that we didn't believe we would be able to package them in the original boxes and again, they would be vunerable to more damage on the way to return. I explained all of this to them. No respnse. Since I made the mistake of purchasing from them, I have heard all kinds of negitive things about them. I am not a happy customer. I paid $668.51. This was for three of the wrong size tgerrariums, with one being damaged so it cannot be used (one of a set of two). I believe they should give me a refumd. The single terrarium is the wrong size, but I could tolerate it if they would reimburse me for the double set. The double set was $426.29 (Reptizoo Tempered Glass, RK0221TWO/BLACK. The single one was $190.99. Reptizoo, Large, Reptile Terrarium.

  Business Response

  Date: 04/24/2025

  Hello *******,

  Im ******* from Temu.com, and Im reaching out regarding the complaint you filed through the Better Business Bureau (BBB). A copy of this message has also been shared with the BBB for their reference.

  Thank you for your feedback, and we sincerely apologize for any inconvenience this may have caused.

  To better assist you, please provide our customer service team with clear photos or a short video showing the defect or issue with the item. This will help them further verify the issue and provide appropriate assistance. They will contact you about this issue on April 24. Please keep an eye on your inbox.

  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 regards,

  Best regards,
  *******