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:08/16/2024
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.
My family and I decided to participate in Temus free gifts offer. They advertise that if you send invites to new and existing account holders you get free gifts. I have tried on several occasions as well as my family and friends and they have had the same issues where Temu is not honoring there end of the deal. When I reached out to Temu they stated the invited were not done completely when that is a lie. Temu is scamming people into believing they will receive free gifts when in actuality Temu is not honoring the free gifts they are promoting. Temu keeps asking you to send an invite after invite essentially wasting your time. When I reached out to Temu they said nothing can be done. This is not ok or acceptable
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 that you are experiencing difficulties with our referral rewards program. We are sorry to inform you that after a thorough investigation, we can confirm that the rewards issued to you are consistent with your activity in the game according to our rules stated on the activity details page. The rules of our activities are stated on the upper right corner of the activity details page. If you are not getting credit for an invite, please make sure that the invitee is a New User who is defined as a real person who (1) never had a Temu account before, and (2) within 24 hours after downloading Temu App the first time, registered a Temu account and joined the Referral Program by clicking on the unique link you shared.

Our customer service department has also emailed you and offered you an explanation and a compensation plan 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.

Best wishes,
*******
Initial Complaint
Date:08/16/2024
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 August 8, 2023 and September 2, 2023, I placed an order on the Temu website totaling $241.77 (August) and $351.41 (September), purchased using Affirm. I never received my order. I contacted customer service and was advised to look around for the package. After looking for the package for several days, I contacted customer service again, who then advised me to look around for the package. After 30 days, the package had not arrived. I contacted Temu again and was informed that I was ineligible for refund because the purchase was 30 days old. After contacting customer service several times, and filing several complaints. Temu refused to return my money. In good faith, I made 2 payments towards affirm, hoping that my Temu items would arrive, these items never arrived. Temus refusal to assist me with this matter has caused my family pain and suffering. The balance of the undelivered items remains on my affirm account, lowering my credit score, decreasing my chances of opening new lines of credit. My desired resolution is that Temu refund all money, $542.00, to affirm, and remove my account.
Business Response
Date: 08/23/2024
Hello Crystal,

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. Please allow me to brief you of the current status of the orders you mentioned:

Delivered, 15 Aug, 13:45:12
Delivered, 6 Sep, 12:43:10
Delivered, 7 Sep, 15:22:47

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 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: 08/24/2024
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 .

On August 23, I responded to Temu customer support via inbox. The customer support agent sent a generic response and did not address my concerns. The Temu customer support agent made a fraudulent claim stating that they contacted *** and verified that I signed for 3 packages. I contacted ***, *** stated that Temu NEVER contacted them to request an investigation. Temu never contacted *** to track the status of the packages. I asked *** to track the 4 missing packages, *** stated that the packages were delivered to the wrong address and returned to Temu, please see *** tracking pictures attached.
After speaking with *** on August 22, 2024 and August 23, 2024, I can confirm that the packages were never delivered to my address. I can confirm that Temu did not complete a thorough investigation, and they did not contact *** during this investigation.
I am requesting that Temu refund my original payment to Affirm for the multiple packages that were never delivered:
PO-211-09439868908152084
PO-211-10556642529912084

I am requesting that Temu provide some form of proof that they contacted ***. I am requesting that Temu provide some form of proof that I signed for the above orders.

FAQ

Regards,
Crystal

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

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 taking the time to contact us regarding your recent order. We understand your frustration and apologize for any inconvenience caused.

After reviewing the delivery status of your packages, we see that they were successfully delivered to the address provided during checkout on August 15th, 2023, September 6th, 2023 and September 7th, 2023, respectively. 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 also provided you with an explanation via online chat on September 1st. Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 09/09/2024
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 # ********.

After reviewing the messages from 2023- September 2024, I was instructed by Temu customer service to provide evidence from *** that the packages were not delivered to my address.

On September 1, 2024, I sent tracking evidence provided by *** stating that the package's were not delivered due to address issues.
I provided evidence in the attachments. See attachments.
The packages were never delivered to my address. Please see attachments as proof that the packages were never delivered.

I am requesting that Temu refund my original payment method, Affirm, in the amount of $536.00.
If Temu is not able to accept evidence provided by the federal postal service, **** I would like for Temu to provide an explanation.

Regards,
Crystal

Business Response
Date: 09/29/2024
Hello Crystal,

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 taking the time to contact us regarding your recent order. We understand your frustration and apologize for any inconvenience caused. After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout. 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 noticed that the screenshots you uploaded show your Temu order details, but they do not appear to be the *** statements you referred to. Could you please double-check the attachments you uploaded to ensure there is no confusion? If the uploaded images are not the ones you intended to share, kindly provide the *** proof to our customer service team. We are eager to receive the correct information to help find a solution for you as soon as possible.

Our customer service department has also emailed you and offered you an explanation through an email ticket on Sep 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 have additional questions, please feel free to reach out to us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:08/16/2024
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.
Ive paid around 200 dollars to temu.com and havent received my packages and they REFUSE to do anything about it. I just want my money back because I didnt receive any of the items.
Business Response
Date: 08/24/2024
Dear valued 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.

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 19. 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: 08/24/2024
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.
The order has not reached my hands which is the problem. As a seller TEMU is responsible to make sure the package gets to me and if I do not receive it then they owe me a refund legally. You guys also keep telling me to prove I never received my package but that is impossible to prove. Im telling you guys that I didnt receive it, I dont get how it could be proven. This is just a way of finding some way to deny my request and keep my money.
FAQ

Regards,
D

Business Response
Date: 09/06/2024
Dear valued 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 feel terribly sorry for the inconvenience this may have caused to the order. After reviewing the delivery status of your packages, we see that they were successfully delivered to the address provided during checkout on Aug 13 and Aug 16. 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 offered you an explanation through online chat on Aug 23. Please check your Temu account 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 regards,
******
Initial Complaint
Date:08/16/2024
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.
My plan was to order 1 swimming pool for my friends kids, July 2, 2024. I didnt think my first order was complete, so I ordered again. Then at the end I notice there were 2 pools on my order. I got upset, and decided to cancel both orders July 2, 2024 around 9pm. I went through canceling process twice. After completing both cancellations July 2, 2024, I didnt get my money back from Temu. So I called ****** on July ******* and explained my dilemma and didnt want to wait any longer for Temu to refund my money and then requested to file an open case. ****** customer service told me ********************** took my money on July 2, 2024. Temu shouldve not taken my money since I canceled on the same day I ordered. (July******). It came out of my bank account on July 4, 2024. I have been waiting patiently to hear from Temu and ****** since July *******. On August 3, 2024 Temu refunded one of my orders from July ****** for $74.34. But didnt refund my second order of $95.74 on July ******. I got an Email from ****** on August 5, 2024, stating that my claims for $95.74 was declined because the records show that it was completed and corrected. So I called ****** back on August 6, 2024 asking ****** customer service why was I declined for $95.74 and was refunded $74.34. She reviewed the records/system again and told me that the record/ system showed that both were correct. But she can see that my $95.74 wasnt processed yet. she told me she will reopen my claims, and to wait another 10 days for Temu to respond, and call back later. I called back ****** on July 15, 2024 to ask wheres my refund? This ****** customer service told me that ********************** gave it to me in the Temu credits of $95.74. I did not want credit I wanted my refund for both transactions that were both cancelled on July ****** minutes from each other.
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.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order of $95.74 has been fully refunded to your Credit balance on Jul 2. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For detailed return instructions, please visit ****************************************************************.

In addition, if you would like to withdraw the money 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.

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.

In reply from ******* from Temu I did exactly what he instructioned. Texted Temu customer service from my ********************** account about cash refund and was told that because someone put it in as credit they cannot refund my money. ordered an item on July ******, cancelled on July ******.
Business Response
Date: 09/03/2024
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 of $95.74 has been fully refunded to your Credit balance on Jul 2.

Our customer service department has offered you an explanation through online chat on Aug 24. As we have successfully refunded it and we are not able to transfer it to your account. 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:08/16/2024
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 have place an order of a Japanese version of a ******** switch because my brother really wanted this version and temu was the only place that sold it my order number is PO-211-***************** and I had gotten a notification saying my package was delivered but this location have a person there 24 hours because it was a business and so someone should handed to a person there was no photo of proof or nothing and I contact customer service later the night because I was trying to find the package the whole time they created a case and within two hour they came back with a response saying it was delivered so I cannot replace you you guy didnt even invest or do anything just say it was delivered where is the proof where is a signature why dont you open a case to investigate I call *** they told me that the merchant should be the one to open the case but they are not taking responsibility and my brother birthday is coming up I have no gift and no money
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. Please allow me to brief you of the current status of your order with ******** switch:

Delivered, 15 Aug, 14:32:11

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 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 any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:08/16/2024
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'm reporting that listings show one price but if you open it, there is nothing in the listing that has the price on the main page. The item turns out to cost much more. I have several screenshots but I can't figure out how n to upload them here. I have attached several screenshots showing the issue. If you're scrolling items on the site you see one price but if you open the listing you will see the price is much higher. There are no items in the complete listing that are at the scrolling price.
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.

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.

Temu is an e-commerce company that connects consumers with a network of merchandise partners, manufacturers and brands with the mission to empower consumers to live their best lives. Temu works closely with its network of merchandise partners, manufacturers, brands to create and curate quality products for consumers to enjoy the conveniences and comforts of life. The price shown on the listing page is subject to change upon clicking through to the item, as the final price can vary depending on the selected color, size, and other product-specific features. Please make sure to choose your desired variations to see the accurate price. Meanwhile, we value your feedback and will continue to optimize the display of the product price to provide a better user experience. 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,
*****
Initial Complaint
Date:08/16/2024
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 made 2 recent orders from the temu app. Order #PO-211-13980593618552924 and order #PO-211-13980501668472924. Both orders were in the same package that was sent to an old address of mine that legally I'm not supposed to be at. The **** confirmation photo shows it as delivered but they has left it in the doorstep of my old apartment. Temu is refusing a refund of nearly $45 dur to the fact that they claim it was signed for. However upon slight investigation of my own **** did not require a signature for aforementioned package. Also even though I am not supposed to be at my old apartment I did go talk to the new apartment resident and they did not sign for or receive my package. I have explained this a ton of times ti customer service and continue getting the same message just with different names at the top that are supposedly sending it which basically says I am burnt. I want the money back for what I never received.
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.

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 16. 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: 08/27/2024
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 # ********.
I understand that you think it was delivered. And it very well may have been. The problem I have is that your "proof of delivery" is a blurry photo taken of a package sitting on the doorstep. Not signed for like your customer support team members claimed. Also, whether it was stolen from the porch or whatever is totally irrelevant to the fact that I did not receive the things I paid for.

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,
Briana

Business Response
Date: 09/05/2024
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 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 you provided, we can confirm that your orders were delivered to your address on Aug 8. 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 email tickets on Aug 23 and 28. 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 have additional questions, please message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 09/06/2024
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 # ********.
These are 2 seriate screenshot sharing *** even said there is no information on the delivery available. Also the proof of delivery photo is extremely blurry and does not show that the exact package in missing was delivered

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,
Briana
Initial Complaint
Date:08/15/2024
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 had originally made my purchase at TEMU on May 15, 2024. I ordered two artificial trees. I received confirmation of the order, and the delivery date was June 9-27. It was being delivered by sea; therefore, it took longer to receive the shipment. The confirmation stated I would be issued a $5.00 credit within 48 hours if I didnt receive the package by June 27th. It also stated there would be a full refund issued if I did not receive the shipment within 55 days. I have a screen shot of this statement. I also have photos of my conversations with TEMU about the order. They refused to give a $5.00 credit, or the refund as guaranteed. Im requesting the refund due to their statement of refund guaranteed if not delivered within 55 days. I did not receive the order until 7/15/24. I was told I could not get a refund since the order had been shipped. .
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.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout on July 17. 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 be closed as Answered.
I was not given an explanation of why they are not standing by their 55 day-no delivery refund. I didnt receive the package within this timeframe. I attached the photo in the original complaint. It is titled guarantee. It appears Temu is making false statements on their website.

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: 09/05/2024
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. We have checked the order details and can confirm that it was successfully delivered to the address provided during checkout on July 17. 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:08/15/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Extremely misleading, aggressive, and all around fraudulent behaviors with coupons and promotions!Ive ordered from Temu a lot and I must say they have the one promotion thats a complete scam.*** a Rebate Scam It clearly states if you spend a certain amount you will get back that amount in credit plus a free gift! Superrr good deal right!? WRONG. There moment your done purchasing the minimum amount or even more they DO NOT give you that said amount in credit back!!! THEY GIVE YOU A SERIES OF BOGUS COUPONS TOTALING THAT AMOUNT WITH A MINIMUM PER COUPON!! Outlandish and disgusting behavior! Example: (I knew I wanted these items regardless if I got the $40 I spent today back in credits)I make the purchase,No indication of any credits or coupons,I tally up my cart thinking itll show at checkout,Nope, nothing at checkout,I go to my profile and see a series of coupons at, for ex. $5 off $75 dollar purchase (fkin bananas right) So on and so forth (theres a few of these highest at $15 off $145)I contact customer contact center frost useless rep ****** explains nothing except the rules, I proceed to ask where can I find said rules so I can read it myself (Ill include photo of what they said because it isnt there)He/she escalates to Higher RepAbaroa who takes their sweet time reviewing comes back and literally says the same thing and offers me a $10 coupon. A fkin joke as a customer care rep. *** not even half, I proceed to say that and she goes well I can cancel it when youre ready Did I say that? ***, I know how to cancel and I know how to read. I dont know who these people think they are fooling but as I said from jump I planned on purchasing these items regardless. BUYER BEWARE.
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.

Thank you for your feedback and we are sorry that you are experiencing difficulties with our inpromotional activities. We can confirm that the rewards have been issued to you on August 15, and they 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. 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: 08/24/2024
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.
IM NOT SATISFIED WITH HE RESPONSE BECAUSE ITS A LIE AND HERE IS MORE PROOF.
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.

We can assure you that all of our programs are authentic and effective, and many users have successfully completed tasks and received rewards through their own efforts. You have successfully completed the task and received a $100.00 coupon bundle on Aug 15. Please note that the reward is a coupon bundle, not credit or cash that can be deducted. The coupon bundle consists of multiple coupons that can be used on future orders. You can click on your coupons to view the specific amount and expiration date of each coupon.

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:08/15/2024
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.
On 8/8/24, I pkg. I ordered was said to be delivered to my porch w/ 4 items of clothing from TEMU. I never received this pkg., nor did my neighbors. The complaint form for TEMU purchase remains stuck individual item cost which I accurately put in. The order # is 1ZHF3583YW56702831. The *** tracking # is **************************. The order total charged to my credit card was $71.11
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. Please allow me to brief you of the current status of your order:

Delivered, Aug 8th, 14:16:00

You can track your shipping status and see your expected delivery date directly in the Temu app or on Temu.com. 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 a $5 credit (for standard shipping) or $13 credit (for express shipping) 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 (********************************************************************************).

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,
******

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