Complaints

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

close

Find a Location

Temu.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/22/2024

  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 ordered a desk off Temu and when it arrived it was just the table top no legs so I returned it and they gave me a Temu credit instead of my money back I also asked and have emails and proof of me asking for my money back or to just release the credit and they have not they have ***** of my dollars in credit that I cannot use

  Business Response

  Date: 08/31/2024

  Hello ********,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that our customer service department has offered you an explanation through an email ticket on Aug 19. They suggested that you wait for 3 business days before attempting to use your credit. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter. In addition, if you would like to withdraw the credits from Temu Credit balance, please log in to your account and message our customer service agents who are empowered to provide a quick and comprehensive solution for you.
  
  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:08/22/2024

  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.

  August 12, 2024. I decided, after multiple emails warning me about my credit at Temu, to give them another chance. This time, one of the items that I purchased was a building block set. The item was clearly advertised as a very specific set, with multiple photos showing the set being of a specific size (size was clearly shown in metric and standard), showing the buildings in it being of a specific detail and size, and even showed an overhead view clearly showing the layout and number of buildings. I placed my order and ended up having to wait the full 10 days for it to arrive, only to be sent a smaller, cheaper knockoff of what I ordered. I went to the Temu site, was only offered a refund and not the item I ordered and paid for, so I reach out to "support". Now, it has only been minutes since I received my package, and mere moments since I had gone to their site to try and get this resolved. Their agent informs me that since the refund (that I never asked for) is already complete, I will have to order again if I want the item. Now, I still don't have my money, and even if I did I would now have to pay for shipping on an item that they have already pulled a bait and switch with me on. This company claims that customers are important, but they have shown that only committing fraud is important. If you choose to order anything from Temu, be aware that if you get what you ordered you will be lucky. I will be taking all of this and submitting it to the *** Consumer Protection, this company should not be allowed to do business in any country if all they are doing is scamming customers out of their money.

  Business Response

  Date: 08/31/2024

  Hello **********,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that ********************** Blocks Puzzle Toy has been fully 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 online chat on Aug 22. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 08/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
    While the refund for the one item has been made, there is still the fact that the second item, the Titanic building block set was also a bait and switch. As of now, Temu has not even bothered to respond to this. Temu claims to be all about customer satisfaction, but in reality what they are doing is fraud. Selling one item for any amount of money and then giving the customer something else is called a bait and switch. You baited me with the promise of a specific item and you sent me something else. On top of that, instead of sending what I paid for or even offering to send me what I paid for, you just throw out a refund. This is not the way to resolve bad business. This is throwing things at a wall to see what will stick. If you are not going to send what I paid for, you need to return my money. If you want this garbage back, you need to send me a return label so that I am not the one having to pay to return what was not purchased in the first place. Temu switched out 2 items and refunded 1. This is not satisfied in any way.
  FAQ
  
  Regards,

  **********

   

   

  Business Response

  Date: 09/10/2024

  Hello **********,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience that this may have caused.
  
  If you are not satisfied with the Titanic building block set you received in your order, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, 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 offered you an explanation through online chat on Aug 22. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  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.
  
  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:08/22/2024

  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 placed an order for a personal sauna. I received the item, but it was missing the steamer. I reached out to Temu and was told the reshipment was put in and approved...the shipping date would show up in my account. After a few days the info never showed instead it kept saying they were waiting for approval from the vendor. I reached out a few more times to be told multiple stories and then to be accused of not actually talking to a Temu supervisor and not speaking to them in their chat...even though I sent them screenshot. They even went as far as to add to my file I returned items after sells all the time...this was done after I told the *** I was screenshoting the conversation and being refused to being sent to a supervisor after several requests. When we finally came to a refund resolve...I didn't get a confirmation email so I reached back out and they again attempted to say the reshipment was happening and the only resolve would be I sent the items I received back...mind you I offered this same resolve multiple times and when I asked the supervisor he said don't worry about sending anything back which meant to me throw the box away so I did. Temu not only gives inaccurate information but they backpaddle on what they say along long with making slandering statements about the customer. This you will see in the screenshots. I'm using a friend's email address for this complaint so feel free to respond there.

  Business Response

  Date: 08/29/2024

  Hello ******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback 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 through an email ticket on Aug 27. We have submitted this issue to our relevant department for verification. 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: 08/30/2024

  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. 

  Hi,

  As you can see Temu only started responding when this complaint was filed. Neither them nor their vendor attempted to resolve this matter beforehand. Along with this, their initial resolve was rejected and the second resolve which came on the 28th was a $38.00 resolve. I had to counter with a higher resolve in which was still inequitable especially given the amount of work that came with the resolve. They didn't contact the vendor...I did. They did not call the ***.a fraud instead they took upon themselves to call me the fraud even with the information in front of them. They did not ***rimand the customer service *** for not allowing me to speak to a supervisor and later lying about reason....instead they attempted to shift all blame on me even though I followed their procedure and volunteered multiple times to return the items for a full refund. I was forced to give up and in that I lost my hard earned money only to buy parts that may or may not work with what I kept. Mind you the *** said not to send anything back and I would get a full refund. Along with this, if you look at the corresponding screenshots you will see they didn't even respect me enough as the customer to move the compliant to the proper department until the 28th. And that's because I started emailing corporate. The experience and attitude I faced is unacceptable and unprofessional. And a $5.00 credit is not enough as an inconvenience gesture especially when I lost just under 49% of my refund because TEMU refund to honor an agreement they created. 
  
  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: 09/11/2024

  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 our customer service team has already processed a partial refund of $63.72 on Aug 30. Please note that it may take 5-7 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 Sep 9. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter. Our customer service team has also offered you a "20% OFF No minimum spend, capped at $20" coupon.
  
  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:08/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote a message to TEMU (partly) Dear TEMU Customer Service,I am writing to express my deep concern and disappointment regarding a recent purchase I made on TEMU, an electric *** chargeable lighter. Upon receiving the product, I decided to charge it for the first time before use. However, within just two minutes of plugging it in, I noticed an unusual smell. Concerned, I got up from my planned nap to locate the source of the smell. To my horror, I found the *** cable connected to the lighter burning, with smoke rapidly filling my room.I immediately turned off the power and inspected both the device and the cable. The situation could have escalated into a serious fire hazard had I fallen asleep. The possibility of the fire spreading to other devices and cables nearby is terrifying to consider. I am alarmed by the extremely poor quality of this product, and I never expected to encounter such a dangerous situation with a purchase from TEMU.As a frequent customer, I have never encountered such an issue before, and I always take the time to read reviews before making any purchases. This incident has not only damaged my trust but also left me in an uncomfortable and hazardous environment. The smell of burning plastic has permeated my room, despite my efforts to ventilate the space.I request the following:1.An official apology from TEMU for the loss and potential damage caused by this incident.2.A thorough investigation into this defective product and the seller responsible for it. Quality control is crucial to preventing such dangerous occurrences, and I urge TEMU to implement stricter oversight of electronic devices sold on the platform, including random inspections.3.Assurance that the products I have ordered, which are currently on their way to me, are safe and meet the highest quality standards. I would also like to explore the possibility of returning and receiving a refund for these items, as I am now deeply concerned about their safety.

  Business Response

  Date: 08/30/2024

  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 requested refund of CA$4.86 as a special exception has been refunded to your original payment. 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 Aug 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 dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 08/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I have reviewed the response submitted by the business and determined that it partially addresses my issues and concerns regarding complaint #********. I understand that by choosing to accept the business response (credit), my complaint will be closed as resolved. However, I am unsure how to refuse the TEMU credit since I made a purchase today, and they automatically applied the credit as the first payment, with no option for the customer to opt-out.
  
  I was not satisfied with the response provided on August 22, as it seemed formal and inconsiderate. The response on August 29 was more thoughtful, which surprised me given the change in attitude. The difference between CAD 60 and CAD 4.86 is significant, yet they closed my case without consulting me first, which they were supposed to do before closing, following their mandatory exceptional refund of CAD 4.86 to my original payment account.
  
  I would like to follow up on their investigation and understand how they plan to address the issue of unqualified products being sold on their platform. Additionally, I want to know if they have reported this incident to Health Canada. I informed them that I reported the incident to the authorities and that the seller and manufacturer should take immediate action to investigate it.
  
  Their compensation was enough for me to purchase another cable and repair my burnt device, which I partially accepted, but they are still investigating the cause without providing further explanation.
  
  Thank you, BBB, for your assistance.
  
  
  Regards,
  ***************************

• Initial Complaint

  Date:08/22/2024

  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 bought three items from Temu on June 3, 2024. A dining set, a couch and a hammock. I returned the hammock on June 5, 2024 and received a refund of the purchase price on the June 14, 2024. The other items were received around June *****. I was not happy with the quality and contacted Temu to return the items. I asked for shipping labels. I have an email telling me I could return the items at my expense and they would reimburse me the shipping costs. I was to email them proof of cost, pictures of the shipping labels and the tracking numbers. The total shipping cost was $920.00. I provided them with all the info they requested. The purchase price of the items has been refunded to my pay pal account after filing a dispute with ****** against temu. BUT the dispute resolution did not include any return of postage. A closer look at their policy revealed they would only pay for the return of 2 items from an order. I had returned the hammock for free, so according to their policy, they should have reimbursed me at least half of the total cost of shipping. I said I would be happy with $460.00 and would accept responsibility for rest of the shipping. Temu did not respond and did not reimburse me 1/2 the shipping.

  Business Response

  Date: 08/30/2024

  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 completely understand the distress and frustration that you have been through.
  
  As for the shipping fees, we will refund them to your Temu credit balance. You can use the credit for your future purchases on Temu. Please note that the credit cannot be withdrawn and does not expire. If you have any other requests about this matter, please log in to your account and message our customer service agents, who are empowered to provide a quick and thorough solution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 08/30/2024

  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. 

  the reason I did not accept the Temu offer. What I was offered was credit with the company. I returned the furniture because I didn't like the quality AND after the way I was treated there was no way I wanted to do any more business with them. But the #1 reason I didn't accept their offer was because they sent me an email telling me to return the items at my expense and they would reimburse me. It does not say they will extend me credit, it states it will reimburse me, which means give me money back. 
  
  Since 3 items were originally ordered and one had already been returned, I would be happy to recover 1/2 the shipping cost but they did not accept my compromise. 

  Business Response

  Date: 09/11/2024

  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 can confirm that the shipping fees have been refunded to your Temu credit balance, as promised by our customer service agent in an email ticket on June 20. 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.
  
  To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.
  
  Best wishes,
  *****

  Customer Answer

  Date: 09/11/2024

  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.

  I reject their offer because it was stated in an email that I would be reimbursed for the shipping costs. No where was it stated I would be given credit for the shipping cost. Credit is not reimbursement. I don't want credit I want what you promised which was $$$$$$$. I am willing to settle for 1/2 of the cost of shipping but I don't want credit, because I do not wish to do more business with you. Please just do the right thing and REIMBURSE me for the expense of returning the furniture to you. I really don't want to go through a legal hassle and sue you, but if I have to, I suppose I will.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:08/22/2024

  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-***************** seller agreed to issue a refund and temu also agreed. Never received a refund from the seller or temu and now it isnt being issued. I have screenshots showing a refund should be issued and I was promised a refund. There is no credit card dispute as this has been cancelled, as advised by Temu to receive my refund, and I still have not received a refund. Issue my full refund for order PO-211-*****************.

  Business Response

  Date: 08/29/2024

  Hello *****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback 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 Aug 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 further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 08/29/2024

  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 said you would issue a refund, which I provided proof of, and then backed out. That is why I disputed with my card because you didnt follow through with your word. Please refund me, either through ****** or a refund check. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 09/10/2024

  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. After reviewing your order details, we regret to inform you that a chargeback initiated on Aug 14 has been detected on this order, which currently prevents us from processing your refund requests. Once the chargeback is resolved, we will be able to proceed with your refund.
  
  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:08/21/2024

  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 number : PO-211-***************** On July 26 I purchase single bed frame at temu.com (order number: PO-211-*****************). Temu always delivered items within 14 days, and gave $5 credit for delivery after 14 days. This particular purchase there was nothing stated delivery would be longer than 14 days. However, without any notification, temu shipped this item by boat. I notified temu that I will be leaving out of country, and do not want large package sitting in front of my house while I am out; this is safety issue and there may be burger/trespassing. temu did not take any action. I filed dispute with ******* temu kept repeating me to drop ****** dispute for faster refund. After ****** dispute is dropped temu did nothing. It's been a month but ***** has not even picked up; and I am leaving out of country now. i emailed temu but ***************************** has no intelligence to understand what's going on; after repeated emails, temu refuses to cancel it. I've repeatedly stated I will be out of country and I do not want large package sitting in front of my house for safety issue.

  Business Response

  Date: 08/28/2024

  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 that this may have caused.
  
  We understand that you are about to go abroad and will not be able to receive your package. However, as this package has already been shipped, we cannot intercept international logistics, so we cannot cancel it for you. We apologize for any inconvenience this may cause. Upon rechecking the system, we confirm that your chargeback status has been completed. We have successfully processed a refund of $28.04 for your package to your original payment method(PayPal). 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. Your package will continue to be transported, and you may still receive the package. You can track your shipping status and see your expected delivery date directly in the Temu app or on Temu.com. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 21. 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,
  ******

• Initial Complaint

  Date:08/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Temu is currently running a "promotion" where they entice consumers with the promise of free gifts. The promotion requires consumers to provide other individuals' personal data (contact information) in order to gain enough points to get the free gifts. The promotion strings people along, telling the consumer that they are only one point away from receiving the gifts, and demanding more data in order to achieve the goal. It tells you that you need only invite one more person to be awarded the gifts, only to be brought back to the same screen and same message about only needing one more invitation to win.I see that Temu was recently cited by both American and Chinese courts for data mining, and for implementing unscrupulous business practices such as the promotion referenced above. Countless victims such as myself turned over personal data on the promise of receiving gifts, only to be misled and left with nothing promised.I have contacted Temu and am insulted by the type of response I have received. This sort of business practice should be illegal, if it is not already, and Temu should be held accountable for its unexcusable behavior.

  Business Response

  Date: 08/29/2024

  Hello *******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry that you are experiencing difficulties with our promotional activities. We are sorry to inform you that the rewards issued to you are consistent with the activity according to our rules and policies. Unfortunately, we cannot make exceptions to the rules for any individual participant. Please rest assured that the activity is real and valid. As a token of appreciation for your time and effort, we have issued $20 credits to your Temu credit balance. Meanwhile, we value your feedback and will continue to optimize the display of the activity page to provide a better user experience. Our customer service department has also emailed you and offered you an explanation through two email tickets on Aug 20 and 21. 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,
  *******

• Initial Complaint

  Date:08/21/2024

  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.

  Product never received and they refuse to help me.

  Business Response

  Date: 08/29/2024

  Hello ******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback 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. 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 dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:08/21/2024

  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 June 16th I placed an order with Temu.com totaling in $736.87. On June 19th I realized that they had shipped the packages to a completely different state and address. I reached out to customer service only to have them place a ticket and get back with me and tell me to check the address I provided I complied with the request and under my address portal there is only the correct address listed ******************************************* . I ordered multiple big Items from Temu including 2bed frames 2 mattresses , dressers , tv stands. And other miscellaneous items. They informed me at this stage to contact the shipping company upon doing to I was told that someone from TEMUS company would have to call and give them the correct address this was shared with the escalation team. For a while after I kept getting pre written denials . Until I was reached out to by a lady who lives at the address they were sending the packages to informing me that she had reached out to the company for them to pick up the packages and the company ( TEMU ) told this lady to keep the packages while also telling me that there is nothing that they can do about my money or merchandise. Eventually I was refunded about 300$ with the promise of refund for remaining items once those items showed delivered in their system. A month of this goes by before I was issued that partial refund . With closed to $400 in money I have not been refunded and merchandise I dont have around July I filed a dispute with my bank because although they admitted fault and refunded partially they kept refusing to refund the rest . Almost a month later they offered the rest of the refund . I let them know that I had to cancel the chargeback with my bank which I did 07/16 and provided and complied with all verification request . I still have not received my full refund nor merchandise from Temu and upon speaking with my bank multiple time there is no active chargeback and they can not refund me only the merchant can .

  Business Response

  Date: 08/29/2024

  Hello Arrianna,
  
  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 Aug 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 further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have reported both business. The ************ and the Temu service. 1. I was issues a small partial refund and then told I would not be issued a refund this is what prompted me to dispute the charge because I had spent close to $800 and gotten no merchandise and TEMUS customer service department instructed the stranger to keep my packages . Weeks later I get an email with the option to finally have my full refund. I reached to to the ************ immediately to cancel the dispute started on 07/02/24 so this dispute was fully cancelled as of 07/12/2024 . I have included two letter from the ************ . Temu keeps saying that there is an active charge back despite asking for prove of cancellation of chargeback I have provided proof and still no refund for merchandise I paid for and they delivered to an address listed no where on my profile. The ************ states that they CAN NOT refund me for my merchandise only the merchant can also since the charge back has been cancelled since 07/12/2024 they CAN NOT open another dispute. Temu says my the ************ is issuing me a refund which they have sent confirmation that they will not and that this is up to the merchant. Both companies placing the blame on one another while I am out of money and merchandise.
  
  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,

  Arrianna

   

   

  Business Response

  Date: 09/11/2024

  Hello Arrianna,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have reviewed your order details and found that the dispute on the order has been closed. We appreciate your patience during this process. If you have refund requests about these orders, please log in to your account and message our customer service agents, who are empowered to provide a quick and thorough solution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****