Complaints

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

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  Temu.com

  31 Saint James Ave Ste 355 Boston, MA 02116-4101

• 

  Temu.com

  101 Arch St Boston, MA 02110-1130

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

• Initial Complaint

  Date:08/15/2024

  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 had a patio set put in my cart I did not check out but temu company sent it to me and charged my credit card ****** the company sent me a tracking number from Fed. Ex ************ they did not send a fed ex shipping label they also gave me a return id number PO -************************* I put these numbers on the boxes that was shipped to me and had fed ex pick it up only they returned it to me the next day I called fed ex they said I didnt have proper return label

  Business Response

  Date: 08/22/2024

  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.
  
  After actively communicating with the merchant, we have applied for two prepaid return labels for you, which you can use to return the item. We deeply apologize for the inconvenience caused. Once the warehouse confirms that your return package has been signed for and the returned goods have passed quality inspection, we will process your order refund as soon as possible. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 15. 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,
  *******

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a defective table from the website temu.com when I put through the return claim through their normal process. At no point did Temu customer service tell me to communicate directly with the provider. I can show you all the screenshots. I even escalated the claim. I spoke with a customer service agent and explained that you only provided me with one label. He said it was OK put it on all the items the item were received by your warehouse. I have proof by *****. The provider says that the packages were lost at the warehouse as multiple companies send their items there. The provider in communication wont issue the refund because they cant find the item. How is that my fault? Its robbery! The provider says that they wouldve told me to send the items to a different location at no point did your customer service tell me this I spoke to a few agents and have proof of this, this is a very expensive item for $1,400+. The irony of this situation is the company is the one that sent me a defective table with mismatched parts. I had to hire someone to put the table together and then take it apart then repackage it. It was very heavy. I told all this to the customer service representative now when I attempt to get my refund, Temu is now saying that to provider is the one that is going to send me the refund, each person is blaming each other when it is team responsibility. I want a full refund as the items were successfully sent back to the warehouse that temu provided. Temu bears the responsibility here.

  Business Response

  Date: 08/22/2024

  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. 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.
  
  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: 08/22/2024

  [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:08/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this item:2pcs Camo Black and *********************** Fish Graphic Vinyl Boat Wrap for Fishing Pontoon Sportsman Skiffs Bowriders Watercraft Etc.As stated, it is two pieces, and I only received one piece. Sunday, 8/11/2024. I contacted Temu customer service on Monday, 8/12/24, about my order# PO-211-*****************, and they said they would give me an answer in 24 hours. Today, Thursday, 8/15/2024, they still have no answer for my case. I tried to contact the original seller from Temu, and they referred me to customer service. I talked to 2 supervisors, who gave me the runaround and could not solve the issue.

  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 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. 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.
  
  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: 08/23/2024

  [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:08/15/2024

  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.

  Started with a temu return temu said they didnt get. Then I started to get a couple items returned from them from the return they said they never got. I got frustrated and dispute the order through my credit card because I was still short a lot of money. Its about $100 ish Im still missing. I decided I could take the loss and canceled the dispute with my credit card back in July because I thought they would work with me on missing returns. They suspended my temu account and stoled my $56 dollar credit I earned. I also paid for my temu circle I cant even use which was about $15-$20. I provided **** of the dispute being canceled. I just want to use my account and want my $56 credit back. I gave up on them making my return credit back. Order number po is PO-211-***************** I just want to use my account again. Im the one with the loss not temu

  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 order details you provided and can confirm that an amount of $428.64 has been refunded to you.
  
  Regarding your payment issue, our customer service department has emailed you and offered you an explanation through an email ticket on Aug 17. Please try to order again later. Thank you for your understanding and cooperation.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. We appreciate your understanding in this matter. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/15/2024

  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 received an order with 2 damaged items in my order out of 7 things that came delivered. Two of which were damaged. Im at home hospice care facility because Im dying of brain disease and cancer and I have six months to live and Im paraplegic and I get seizures as I had to go to the emergency room because one of the agents abused me emotionally and verbally and I got so stressed out My nurse typed for me and I ended up being rushed to the emergency room For a grandmal seizure. I gave them pictures for proof. I gave them video for proof and my Nurse did so while they were loading me on the ambulance. I will be filing a police report and I will be pressing charges. The things I wanted to get a refund for no more than $10 and after all the money I spent on this site, its about the principal and they false advertised which is illegal and theyve done it MANY times and its not like it is in the pictures or like its described and then they overcharge you by 20 or 30% at least. I brought this to TEMU.They created a ticket after one of the agents abused me, which is clear on text after they were passive aggressive and nasty. Instead, they gave me a coupon for 20% off my next order, which is basically a middle finger to me. I was just trying to get my sons something to give them for every day after I pass they can pick out one thing from the box and I was trying to do something nice for my sons but instead, I didnt realize I was getting scammed ,things I wanted to refund on was a shirt that was ripped and not as described in the pictures or in detail and I wanted to return a watch bracelet combo that was not packaged correctly and the glass broke on the watch and I showed that to them with video and picture and it was no more than $10 to refund even told them that I would take it on credit instead of original payment if thats easier but temu could care less and I ended up in e.r., The hospital trying to help me,please help me resolve this. They didnt refund me??

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

  I sell products on Temu, but Temu inexplicably accused me of false shipping and banned my store. I couldn't find a place to appeal. I hope they can provide me with a solution

  Business Response

  Date: 08/23/2024

  Hello Ningzhi,
  
  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.
  
  Thanks for your feedback and we feel terribly sorry for any inconvenience this may have caused. Heartfelt gratitude are also extended to you for giving us a second opportunity to serve you in time.
  
  We have contacted our colleagues in the appropriate department regarding your concerns and an email has been sent to you for more details. Please check your mailbox and provide us the further information, thus we can investigate and assist you in a timely manner.
  
  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:08/14/2024

  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.

  L shape desk

  Business Response

  Date: 08/21/2024

  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 $43.02 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. 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 any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/14/2024

  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 few items when the package arrived it was damaged and some items was missing when I contacted temu about it I was told it was not there fault or problem because it was shipped in good condition from there wherehouse and that I was basically out of luck after paying something I did not received

  Business Response

  Date: 08/22/2024

  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 double-checked the details with our colleagues in the relevant department and 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 ****************************************************. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 15. 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:08/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is the biggest joke there is. They package and ship items in half that shouldnt be folded in half. I cant count the number of damaged items I receive. Kindergartners could do a better job. I want the money Im owed for the 50 plus items that have come damaged.

  Business Response

  Date: 08/22/2024

  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. Your feedback is extremely valuable to us and we are sorry that some of your items are damaged.
  
  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 ****************************************************************. Our customer service department has also emailed you and offered you an explanation through an email ticket on July 17. Please check your inbox 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:08/13/2024

  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 placed an order for 4 boxes of 3D wall panels that should have included 33pcs per box per description on website and when I received the order there were only 10pcs in each of the 4 boxes. The description is as follows: (33pcs Classic Backsplash Wall Art Sticker, 3D Wall Tile Printed Wall Panels, Waterproof). I contacted Temu and they were suppose to be sending a reshipment of the order with the correct quantity. When I contacted support I was advised I would have to do a return and after inspection a refund would be issued and I could replace a new order. I started my project because I was told the reshipment was being processed. I requested a reshipment from ******** and was advised she was not able to do the reshipment. Order# PO-211-*****************

  Business Response

  Date: 08/22/2024

  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 looked through the details you provided and 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 14. 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,
  ******