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:07/30/2025

  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 did a ****** search looking for the large outdoor connect four game. One of the results was Temu had it and they were offering it free. Against my better judgment I clicked on it and it made me spend the stupid wheel and it said I get to pick four free items. I only wanted the game but I went ahead and picked three other things so I could continue with my order it then told me that I needed to spend $40 in order to get the for free items. I went through and ordered a few items that totaled $50.84 after shipping and tax. When they showed me the order it did not show The connect four game that I wanted that was the only thing out of all the stuff that was ordered that I even wanted and they were not sending it to me. I contacted them got the runaround and I told them just canceled the order all of it I don't want anything. I had to request this about five times they kept offering me a $20 credit. I told them I did not want any credit I don't want anything from them except for them to cancel my order. The person told me that I can go into my account and cancel the order so I immediately did I clicked on each item and said cancel I also took screenshots of this. They never canceled the order and they took the money out of my account. Now they refuse to refund my money they are saying they don't have any record of me canceling it. Again I have the screenshot of me telling the representative to cancel it and I have the screenshots of me canceling each item. They still refuse to refund my money. Do not use this company, they are scammers. I had to file a fraudulent charge on my account due to this.

  Business Response

  Date: 08/08/2025

  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 sincerely apologize for any inconvenience 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 ticket on August 7 to provide assistance and has been following up on this issue. Please check your inbox for more details and respond if you have any other 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,
  *****

• Initial Complaint

  Date:07/30/2025

  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 business (TEMU) constantly sends me offers of a bonus to pay for some of my prior purchases. When I enter the items I choose to have "reimbursed," the offer "changes!" Now I must purchase "more" items to cover the cost of the items I am supposedly being "reimbursed" for! Then when I check to see if I'm actually being '"reimbursed," an order is placed for the items I thought were being paid for! I never approved this new order! I was just trying to affirm their original offer. This is classic"bait and switch!" And they are constantly committing this violation!

  Business Response

  Date: 08/08/2025

  Hello Ed,
  
  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 can confirm that our customer service department has been following up on this issue. They will provide you a detailed explanation about the rules and rewards of the activity you participated in as well as a compensation plan on August 8. Please keep an eye on your inbox.
  
  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:07/30/2025

  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.

  I have bought a water distiller from Temu Canada online. Which i paid $114. The seller put the wrong address on the box, "which was very clear and right on my account" I noticed from day one on July 17, I contacted them over and over about this issue, they kept telling me it would be fixed, that it would be resolved and it never was, it took tell yesterday for the seller to finely reach out to me. I had called *** 5 times to try to have them correct it, they kept telling me that Temu had to do it by calling it in.. The package was in my area in a matter of 2 days, then it was sent all the way to *******, and now I see today, it has been given to someone in ****** ON. They are refusing to give me my money back so I can close my account with them as I no longer trust them with my personal information. I can't even count how many times I have asked them to call *** to have this changed or fixed in the last 2 weeks. This is the third order i have ever used them, and all 3 have been messed up, needing a refund. They use dirty advertising tactics, false advertising, showing other items in place of something else. They ******* and spam my email, they seem use predatory tactics and pricing. When i contact them for help, I have to spam the chat saying speak to a person over and over before i get someone, and even then, they say it's been escalated with zero out come. This is a company that is own and operated 100% by China. I believe it's in our countries best interest to severely limit or even ban Temu from ******. They sure are not helping our economy, if anything they are killing the little stores. I have learned a ****** from this accurance. If at all possible I will buy local as much as I can. Its not right, that they take my money, while i have to wait days, weeks, and even months for money back or a package. If it was only worth $10 it wouldn't be so bad, I am disabled, on a small pension with not much money to buy good drinking water, hence the reason I bought it.

  Business Response

  Date: 08/07/2025

  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 tha t$113.32 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.
  
  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:07/29/2025

  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.

  THIS all happen when I placed an order with Temu on 6-19-2025 for i beleive it was for $31.00, that left a blance on my locked cashapp card of $13.00. To my subprise the next day 6-20-2025 I seen a $400+dollar request on my locked cashapp card form Temu. now the way it alwas worked is that cashapp would refused for insufficient funds and that would have resolve this issue. But when i check my bank account the money was taking from my account, now how did ********************** get the account# to my bank account , that i never used with Temu before. All purchases I made to Temu i used my cashapp card for, I never gave autherization to cashapp to pay Temu nor did i used by bank card with Temu to pay for this purchase. I contacted my finanical institution that confirm that Temu had takeing the money stright out of my account, so how did they get my number??? i put in a complaint in with cashapp they refused to admit to any wrong doing, stating that i gave permission when i gave ******* now i have returned most of the items to Temu and have taken screen shots show that the refund was sent to my cashapp account, but i haven't receive any refund on my card, i have called and emailed cashapp and temu with no resolved to this issue. I can't get to anyone who speaks english well enough , I get put on hold and hung up on while cashapp states they didn't do anything wrong and Temu don't say anything , So answer me this if Tume didn't get the funds from cashapp why are all the refunds going to cashapp

  Business Response

  Date: 08/07/2025

  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 details you provided and can confirm that our customer service department has been following up on this issue. They will provide you a detailed explanation about these issues you mentioned on August 7. Please keep an eye on your inbox.
  
  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: 08/25/2025

  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. 

  This issue shouldn't be closed i was waiting on temu and cash app to reply 

  Business Response

  Date: 09/02/2025

  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.
  
  At Temu, your privacy and payment security are our top priorities. We strictly adhere to industry standards such as *********************************** Security Standard) to ensure your information is protected. Please rest assured that our dedicated team has thoroughly investigated your case, and we're happy to inform you that no unauthorized access to your account has been detected. Regarding the four orders you provided (amounts: $229.92, $72.21, $13.28, and $63.72), they have already been refunded. The original payment method used was Cash App, so the refunded amount has been returned directly to your Cash App account. Please note that once the refund has been successfully processed, it may take 1-10 business days for the money to reflect in the original account.
  
  If you wish to transfer the refunded amount from Cash App to a specific bank card, we recommend contacting Cash App support directly for detailed instructions. For any additional inquiries related to this, Cash App Pay will be best positioned to assist you further.
  
  Our customer service department has provided the refund details regarding this case via an email ticket sent on August 7. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Best wishes,
  *****

• Initial Complaint

  Date:07/29/2025

  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.

  ****** is a very very poor delivery service. There is a guarantee fail in delivery, its mission impossible reach an agent through their customer service line, and after 4 or 5 open tickets for re-delivery as you loose count, my package continues to be a failed delivery despite giving repeated access info into my building and my contact info. After a near hour phone hold that issupposed to be a 12min wait, an agent guaranteed me delivery within two days, and instead, I received yet another failed delivery message. Whats worse is the phone line will be give with a statement that there is a 13-min hold, and instead of the time improving as you wait, the wait time only increases. Even now as I wait on hold, what stated a 9min hold is going on 40min and am told it will be another 24min. Ive tried every form of communication to reach the company and strongly believe they should not be aloud to operate like this. Its just not fair practice and doesnt give any confidence In confirmed or timely delivery. This is not the 1st time as there is ALWAYS a delivery issue only with this courier. I have to make my voice heard as this issue is ongoing and we have no control with sites like Temu on who will be delivering. This is by far, the worst delivery practice.

  Business Response

  Date: 08/07/2025

  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 details you provided and can confirm that our customer service department has been following up on this issue. They will provide you a detailed explanation about these issues you mentioned on August 7. Please keep an eye on your inbox.
  
  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: 08/07/2025

  [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:07/29/2025

  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.

  Ordered 7-14-25 7/25/25-Upon receipt with items missing/outer package taped to conceal damage. Reached out immediately; contacted shipping company Temu was to have blocked from delivering due prior issues. To Temu: I received the package from the front porch with the delivery driver still present & immediately saw the package had been opened & taped shut (have pictures). Part of the order was literally sticking out of the plastic bag & damaged. I immediately chatted w/*****. I asked for a refund for the damaged items; sent pictures. ***** was unable to process refund; asked for a supervisor 5 times; was refused. I initiated chat about 11:50am. Also emailed *******. Temu was to block Uni Uni because of past damaged & stolen packages. The driver failed to knock/ring bell despite clear instructions in an email Uni Uni received. PS-After further review, items missing too. Update 7/29/25-Temu has used deceptive practices when items were damaged or missing. Been chatting ****************************** Uni, sent proof of missing items/damage. Temu, despite sending picture of damage is denying it. I responded will file complaint having given opportunity to rectify. I want a refund. ******* responded & I sent proof. Temu: Dear Valued Customer, Thank you for reaching out to the Temu **************** Team. This is ****** a Customer Resolution Senior Specialist from Temu **************** Team. We understand your frustration regarding your order under PO-211-*****************. We understand that you are considering escalating this matter to the BBB, FTC, and other authorities. Please rest assured that we take your concerns very seriously and are committed to addressing them promptly and thoroughly. Upon review on our end, we understand your concern. However, the relevant department has provided proof confirming that the package was delivered safely, with no damage, and that all items were accounted for upon verification. If you have further concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:07/29/2025

  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 have constantly plead to Temu about not mailing my package with GOFO...This carrier leaves my packages in the lobby and they ALWAYS NEVER FOUND. Also they do not speak to the about the matter. I was told several times they block all my orders from them ..they telling lies .I need someone to call me like a manager to clear this problem once and for all Thank you

  Business Response

  Date: 08/05/2025

  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 apologize for any inconvenience this may have caused.
  
  Based on the information you provided, we are currently unable to resolve your issue. To assist with the further investigation of your case, our customer service department will contact you on August 5 to request the specific order number, which begins with 'PO-'. Please keep an eye on your inbox for further updates and respond accordingly. We are eager to find a solution for you, and we greatly appreciate your cooperation and patience.
  
  We are more than happy to receive your reply and would like to verify it for you. If you need any other assistance, please don't hesitate to message us through Temu.com or Temu app live chat. Hope you have a great day!
  
  Best wishes,
  *******

  Customer Answer

  Date: 08/06/2025

  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. 

  No one called me still getting package from the business (shipper)
  

  
  

  Business Response

  Date: 08/20/2025

  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.
  
  Based on the information you provided, we are currently unable to resolve your issue.
  
  To assist with the further investigation of your case, our customer service department contacted you on August 19 to request the specific order number, which begins with 'PO-'. Please check your inbox for more details and respond with the order number.
  
  We are more than happy to receive your reply and would like to verify it for you. If you need any other assistance, please don't hesitate to message us through Temu.com or Temu app live chat. Hope you have a great day!
  
  Best wishes,
  *******

• Initial Complaint

  Date:07/29/2025

  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.

  The Temu Seller, TV Antennas, specifically states in their listings (Screenshots attached) that the items will be delivered in "2 business days." There is nothing else stated by them about the shipping time. After the purchase, they state it will be at least 5 business days! And, TEMU allows this deceit and deception by TV Antennas against buyers!! They should not be allowed to do business in the **. . . I was purposely lied to and mislead by TEMU and TV Antennas about the delivery time. I want a charge adjustment of a $10 dollar refund because of the deceit and delay in delivery contrary to what I purchased with the item as stated in the listings. . .

  Business Response

  Date: 08/06/2025

  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. Our customer service department has provided the explanation regarding this case via an email ticket sent on August 6. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 08/06/2025

  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. 

  They have not addressed the issues or the totally misleading shipping times stated in their listing.  And, have not sent me any email trying to explain why the purposely mislead people about advertised shipping times. 

  
  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: 08/20/2025

  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'd like to inform you that your order PO-211-***************** was not delivered late. Based on our records, the package was delivered within the estimated time frame. Additionally, we have checked the order details you provided and can confirm that your order have been refunded. $35.84 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 emailed you and offered you an explanation through an email ticket on August 20. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Best wishes,
  *******

• Initial Complaint

  Date:07/29/2025

  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 disputed the purchase with ****** but ****** was unable to refund my money sonI contacted Temu so I can return the item but temu keeps telling me there is a on going dispute and they will not send me a return label.They advertised free returns on all purchases

  Business Response

  Date: 08/06/2025

  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 sincerely apologize for any inconvenience 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 ticket on August 5 to provide assistance and has been following up on this issue.
  
  Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  Best wishes,
  *******

• Initial Complaint

  Date:07/29/2025

  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.

  Subject: Final Warning: Unresolved Refund *** Tracking: 1ZE366C39082011257 Dear Temu, Supervisor teamThis is your final warning.I returned a package on March 12via *** (Tracking: 1ZE366C39082011257), and more than 4 months have passed without a full refund. This is beyond unacceptable.I previously contacted your support team and was informed that *** reported the package as lost, which explains why, even after all this time, it still hasnt been marked as delivered. However, your team processed only a partial refund, despite being fully aware of the situation. This is clear negligence and shows a lack of accountability on Temus ******* make the return process as transparent and verifiable as possible, I labeled every item individually with its corresponding order number directly on the packaging. Verifying what was returned should have been extremely easy for your team had the package arrived. I also included photos of each item before and after packing, showing barcode labels, and even inserted a written note inside the box confirming all contents.Yet after four months, nothing has been resolved. I demand that Temu refund the remaining balance in full within 48 hours. If this is not resolved immediately, I will file a formal complaint with the Better Business Bureau (BBB) and expose this issue publicly. I have full documentation proving I did everything correctly. Any continued delay will only further damage Temus credibility.Resolve this now. No more *************: $167.84 (Tax not included)Items marked in the attached image remain unrefunded, and I clearly stated: I want full refund NOT partial.

  Business Response

  Date: 08/06/2025

  Hello Ploy,
  
  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 can confirm that our customer service department has been following up on this issue. They will provide you a detailed explanation about the orders you requested for refund on August 6. Please keep an eye on your inbox for further updates.
  
  If you have any other requests about this matter, please log in to your account and message our customer service agents, who are empowered to provide a quick and thorough solution.
  
  Best wishes,
  ******