Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,091 total complaints in the last 3 years.
2,138 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PO-211-*****************. I purchased a defective Ceiling fan from Temu using my own personal credit card. T-Mobile has not refunded my money.They sent my money to ****** when I did not pay with ******.I do not have an account with ****** and ******.Does not recognize the refunded money that t will claim they sent to them in the amount of $128.01. For weeks I've been trying to speak with someone at Temu. To settle this matter and for them to show me the transaction receipt of puchase payment. They are not willing to do that. They have the fan and my money. Please can any help?
Business Response
Date: 08/26/2024
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 ($128.01) 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 dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 08/27/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 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:08/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PO-012-***************** Item was completely different to what was advertised. Temu refused return or refund.PO-012-14222331263351485 Item missing from order. Temu refused refund.PO-012-04601539730551485 Item was different from advertised. Received 10 pieces not 50. Temu refused refund.
Business Response
Date: 08/26/2024
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. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ******************************************************** customer service department has offered you an explanation through the relevant ticket on August 6. You can check your emailbox for further information.

Besides, if you are not satisfied with any items 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 ****************************************************************.

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,
******
Customer Answer
Date: 08/26/2024
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:08/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a total of 27 items from temu that I have not recieved I have ask for a refund of said items totaling $137.11 and temu refuses to refund me my money after several attempts to have my money refunded and still have not recieved my refund
Business Response
Date: 08/26/2024
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. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 18. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 08/26/2024
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,
Louis
Initial Complaint
Date:08/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a package that was left on my front door unattended not only was the package damaged the plastic envelope it was in, but Im missing items. Ive been disputing since August 7 2024 And theyre withholding my money for items Ive been disputing I have not received and Ive requested proof of how they came to the decision and I have yet to receive anything. Ive put in 4 to 5 tickets disputing this same dispute.
Business Response
Date: 08/26/2024
Hello *******,

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

We feel terribly sorry for the inconvenience this may have caused to the order. We have checked the order details you provided and can confirm that $19.08 of your order 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.

Regarding the missing items, we have checked the details with our warehouse staff, and we can confirm that the items are complete and all the items were shipped and packaged according to the order requirements. Thus, we regret to inform you that we cannot honor your request at this time. As stated in our Terms of Use, the risk of loss and title for the product passes to you upon delivery to the carrier. For more information on our policy, please refer to our website at ****************************************************. Thank you for your understanding. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 17. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

We understand the frustration that you may have been through during this time. Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. We will constantly review the customer satisfaction and optimize the quality of customer service. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:08/18/2024
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.
Delivered Order time: Jun 26, 2024Order ID: ************************ Order confirmation was sent on Jun 26, 2024 to ****************************** financial institution approved your dispute and will issue your refund ************** institution has approved your dispute request. Your refund amount is $0.00 because your financial institution has already been refunded the relevant amount from the dispute for this order. The refund will be returned to you by your financial institution. You can contact your financial institution for an update on the progress of your refund. This is from them. I have also sent a letter from the bank to them that there is no issue any more. Yet my account is still suspended from using my credit. I have been in contact with them for over 2 months and they will not resolve it. They have said they sent it to be investigated yet they keep sending the same BS letter to be patience please go to your bank. This has been done.
Business Response
Date: 08/26/2024
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.

After double-checking the details with our colleagues in the relevant department, we can confirm that the rest of your credit balance has been returned to your original payment method on August 16. It is estimated to be credited to the original payment account within 5 to 14 working days from the date of aplication submission, and up to 30 days at most. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 19. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
******
Customer Answer
Date: 08/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*****************************
Initial Complaint
Date:08/18/2024
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 purchased a dog cage from Temu. I did not receive this package. It shows it was delivered via ***** but i havent had any success fondling it. I live in an apartment building. The packages are delivered and locked in a package room for residents of the building to pick up. I have asked neighbors and still unable to locate this package. I sent Temu message informing them of the issue and the denied my request. I dont know what to do. I paid for an item but I didnt receive it.
Business Response
Date: 08/26/2024
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. Your feedback is extremely valuable to us and we are sorry that you have not received your order. After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout on August 9. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive (Temu credits) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************. The first return for each order is free and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

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:08/17/2024
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 8/14/2021, I ordered 5 items from Temu which added up to $32.03. After spinning their wheel, I was told that I was entitled to pick 2 free items which I did. When I checked my *********** account, I saw that they ha charged me $70.39. You see, they already had my card number because I had ordered things from them before. If I had seen this charge ahead of time, I wouldn't have let it go through. It had been so long since I had ordered anything from them that I had to Check a couple of credit cards to find out where the charge was coming from. I immediately contacted them and it took me 2 days to find out that I was also being charged for the 2 "FREE" items. I tried to cancel these bogus transactions the first time that I contacted them to no avail. I only got an email from them saying that one of the "FREE" items that they are charging me for is on the way. The rest of the correspondence just went in circles. Their free stuff is a rip off and their offers from the wheel never pan out.
Business Response
Date: 08/25/2024
Hello *****,

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

Thank you for your feedback, and we apologize for any inconvenience this may have caused. Following an extensive search, we found no evidence of unauthorized access or activity on your Temu account. We want to assure you that security is a top priority at Temu, and you can trust our capable cybersecurity department to safeguard your account. If you still feel uneasy, we recommend activating two-factor authentication if you haven't already done so. Our customer service department has also emailed you and offered an explanation through an email ticket on August 21. Please check your inbox for more details and respond accordingly if you have any other requests regarding this matter.

Furthermore, we would like to assure you that all of our programs are genuine and effective. Numerous users have already successfully completed the tasks and received rewards through their own efforts. We value your feedback and are committed to continuously optimizing the display of the activity page to provide a better user experience.

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: 08/26/2024
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 response that Temu sent was the same response that they sent me. A statement that side stepped and avoided the issue which was the fact that they were charging me for 2 items which were supposed to be free. Yesterday, I received the items that I was supposed to pay the $32 and some cents for. I still have not gotten a refund for the 2 "FREE "items that they charged me for. By the way, I never got them. I see that you, but not I, have been bilked buy their standard message that does not address the customer's complaints. I do not get a lot of money from Social Security, so every dollar counts
Business Response
Date: 09/02/2024
Hello *****,

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

Thank you for your feedback, and we apologize for any inconvenience this may have caused. We have checked the details you provided and can confirm that three orders, amounting to $70.41, were placed on August 14. You can log in to your account to check for more details.

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 ****************************************************************.

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:08/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have on multiple times not received items from Temu. When Ive tried to contact there customer service they were of no help. They dont care that they are stealing money from people and not refunding them. I recommend that if you make a purchase use your trusted bank and you can file a complaint with your bank instead if items are missing because they will not refund you. All there customer service is automated even when they say you are talking to someone!
Business Response
Date: 08/24/2024
Dear customer,

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. Your feedback is extremely valuable to us and we are sorry that you have not received your packages. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive (Temu credits) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************. The first return for each order is free and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

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: 08/24/2024
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
I have already tried to contact temu, I was rejected a refund from temu. This response from them is not satisfactory because all they will do is deny my refund again. I had already submitted pictures and videos to them to which I was told it was sent and that was the end of it. No help just constant rejection of my refund request for the missing items. In my video is literally me opening the package as soon as it got there and yet NO help. I would just like a refund please.

Business Response
Date: 09/06/2024
Dear customer,

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

We are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through. We feel terribly sorry for the inconvenience this may have caused to the order. We have double-checked the details with our warehouse staff, and we can confirm that the items are complete and all the items were shipped and packaged according to the order requirements. Thus, we regret to inform you that we cannot honor your request at this time. As stated in our Terms of Use, the risk of loss and title for the product passes to you upon delivery to the carrier. For more information on our policy, please refer to our website at ****************************************************. 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.

We understand the frustration that you may have been through during this time. Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. We will constantly review the customer satisfaction and optimize the quality of customer service. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 09/09/2024
This is exactly the same response Ive been getting and even with video proof of me opening the package and picture proof Ive still gotten the same response about how the warehouse double checked and everything is there even when it is not. Its all automated responses and its ridiculous. Guess I just dont get my money back. What a scam.
Initial Complaint
Date:08/17/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed 4 orders with Temu. I tried reaching out to them when I did not receive my orders, I sent them photos of what I did receive- the items and the packaging with the tracking numbers, and their only response was to call my local post office. They never gave an answer about all the missing items. Order #PO-211-19353853061752675 Tracking # ********************** $43.63 I only received a broken muscle stimulator, a broken torn on one side mesh bag, and a drawer organizer from this order. Everything else was missing from the order- 4 other items are missing. Order #PO-211-00112265216632675 Tracking # ********************** $32.59 I never received this order. Order #PO-211-19353816975992675 Tracking # ********************** $15.84 Only received part of 1 item from that order. The Yiyi was supposed to have 3 parts but I only received one. I'm missing the other 2 items. Order #PO-211-21415291930232675 Tracking # 1ZC6K347YW38184148 $3.39 I received this order completely but 3 of the clothes organizers are broken/torn on the side. It shows that they have no real system in place if several different orders have the same tracking. I tried over and over to get through on their app, but every response was automated and there was no human that ever got back with me. This company needs to be exposed for the theft they are committing. Please help.
Business Response
Date: 08/24/2024
Hello *******,

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

We feel terribly sorry for the inconvenience this may have caused to your orders.

We have double-checked the details with our warehouse staff, and we can confirm that the items are complete and all the items were shipped and packaged according to the order requirements. Thus, we regret to inform you that we cannot honor your request at this time. As stated in our Terms of Use, the risk of loss and title for the product passes to you upon delivery to the carrier. For more information on our policy, please refer to our website at ****************************************************.

Regarding your concern about the unreceived packages, based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. Our customer service department has also emailed you and offered you an explanation through several email tickets on Feb 18 and Aug 19. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*****
Customer Answer
Date: 08/26/2024
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 submitted solid evidence showing that your tracking was fraudulent. How can you have any evidence that the multiple packages were delivered correctly, when the multiple packages had the same tracking ID? You have confessed to lieing by not addressing those facts. I have submitted proof- screen shots of the fake tracking numbers. I have one package with that ID which servers as further evidence that there is no way the entire order could have ever fit in that one tiny package. Where are my shoes and the other muscle stimulation accessories I ordered? I needed that for my health and all your company did was steal from me. I have been asking for help for months and all your company said was for me to wait longer when I reported not getting my order.

Your response proves your company is running an illegal business built on creating small thefts over and over again with millions of victims.

[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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

FAQ

Regards,
*******
I have submitted solid evidence showing that your tracking was fraudulent. How can you have any evidence that the multiple packages were delivered correctly, when the multiple packages had the same tracking ID? You have confessed to lieing by not addressing those facts. I have submitted proof- screen shots of the fake tracking numbers. I have one package with that ID which servers as further evidence that there is no way the entire order could have ever fit in that one tiny package. Where are my shoes and the other muscle stimulation accessories I ordered? I needed that for my health and all your company did was steal from me. I have been asking for help for months and all your company said was for me to wait longer when I reported not getting my order.
Your response proves your company is running an illegal business built on creating small thefts over and over again with millions of victims.

Business Response
Date: 09/06/2024
Hello *******,

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

We feel terribly sorry for the inconvenience this may have caused to your orders. After double-checking the details you provided, we can confirm that your order was delivered to your address. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance. Our customer service department has also emailed you and offered you an explanation through several email tickets on Feb 18 and Aug 19. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*****
Customer Answer
Date: 09/16/2024
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.]
Why am I receiving the same robotic answers/replies and not a real response from a human? Forward this today to **********
Temu supvisor ******** employee ID ****** - he admitted that I never received my package due the the fake tracking on all the orders in question. He gave me this case number for the investigation
1725065804211927 case number
Why is the BBB department of Temu not researching this problem? You cannot commit fraud and steal from innocent people and not get caught, I have submitted all the evidence that shows the obvious fraudulent tracking numbers. When I told the supervisor ****** he was shocked at how this happened. Contact him immediately so this can get resolved. I will be submitting this evidence to others public sources next week and to an attorney.

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: 09/26/2024
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.

Upon a thorough review of the situation with our colleagues in the relevant department, we have confirmed that the tracking ID ************************ provided to you is accurate and reflects the correct status of your package. Three of your orders were consolidated into one shipment, which is why only one tracking ID was issued. The shipping information can be accessed through both the Temu app and our website, Temu.com.

Please note that our customer service department has not admitted that you did not receive your package. Rather, our specialist was documenting the issue you raised for further investigation. We apologize for any misunderstanding.

Based on the results of our investigation, we aren't able to provide a reshipment/refund for your package. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Feb 10th. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.

Additionally, we regret to inform you that according to our company policy, we are unable to support your return/refund request beyond the 90-day purchase window. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 19. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*****
Initial Complaint
Date:08/17/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My complaint is in regards to circle which states that you will receive a credit plus a percentage back for each order placed My orders are mostly over $100 which fall into the $10 +10% credit back tier- on all of these orders, I have always gotten the percentage back but never the $10 promo credit. I have nine orders just in the last month and a half that are over $100 and one order that I received 12% credit back and was supposed to get an $18 promo credit. -again, in this case, I got the 12% credit back but never the $18. I tried to deal with this through customer service and unfortunately was unable to resolve the issue. They told me that I definitely qualified for the credit back but that $10 Is 10% meaning that theyve ordered it my fdispute is that it says $10 plus 10%credit back So for the nine orders that I have that are over $100 I have been shorted $90 plus the $18 for the 10th order totaling $108
Business Response
Date: 08/23/2024
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 offered you an explanation regarding your rewards via online chat on Aug 17. If the order is over $100, the credit back is 10%, wish is $10.

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

Best wishes,
*****
Customer Answer
Date: 08/24/2024
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 reject this because they are not listenkng i have previously provided screenshots detailing that it say $10 + credit back
[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: 09/06/2024
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 Temu circle. 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. Meanwhile, we value your feedback and will continue to optimize the display of the activity page to provide a better user experience.

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

Best wishes,
*****

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