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:08/13/2024
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 ordered a. Item from their online service that costs less than $5 dollars total called purple teeth cleaning powder. By the tracking on the item, it's being handed over to customs? I called to ask why, I get a prompter every time I call claiming that they are too busy now! & To do an online chat which chooses your words for you! So you can't say what you need to say to get a clear answer to the question I have!
Business Response
Date: 08/22/2024
Hello J,

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 double-checked the details with our colleagues in the relevant department and can confirm that your order has been delivered by the local post office on August 15. 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,
******
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.
Defendant 1: Whaleco Inc. dba TEMU Address: ********************************************************** Email: ****************************** Defendant 2: ********************************************************* Address: ****************************************************************************************************************************************************************************************************************** (self-declaration), ********* ******, *****************, *********** Subject: Complaint Regarding Health Risks Due to *************** in Product Dear *********** am filing a formal complaint against the defendants Whaleco Inc. dba TEMU and ********************************* for selling a product that contains dangerously high levels of the toxic chemical cadmium, which poses a significant threat to my health and safety. The following is a detailed account of the events:On March 24, 2024, I purchased a ring from the ** Jewelry store on the TEMU platform and wore it for an extended period. I subsequently had the ring tested by a professional institution, and the results showed that the cadmium content in the ring was 1000 times higher than the safety standard set by California Proposition 65.I am deeply concerned about this result because, as I understand, prolonged exposure to cadmium significantly increases the risk of cancer and can severely affect the reproductive system. Furthermore, I have repeatedly requested TEMU to disclose the sellers information, but each time I was met with excuses, avoidance, and a refusal to disclose the relevant seller information.Therefore, I request the following:Compensation for the product testing fees, emotional distress, and potential health risks;TEMU must disclose the detailed information of the seller, *********************************, so that I can take further necessary actions.I believe that as a platform, TEMU should be held accountable for the toxic products it lists and ensure that consumers' rights are protected.I hope this matter will receive your serious attention and fair resolution.Sincerely,
Business Response
Date: 08/22/2024
Hello Xiujiang,

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

Thank you for your feedback. We assure you that our customer service department will do its best to address your concerns promptly. Upon checking, they found that additional time is needed to verify the status of your order. Each case is different and has a different level of complexity. Please be assured that the only thing we can guarantee is that we are doing everything we can to resolve this issue in order to understand the root cause of the problem and to take appropriate measures to ensure that this does not happen again. 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 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.
Dear Temu **************** Team,
Hello! It has been over 20 days since I first reported the issue. During this time, I have made several requests for the merchant's contact information but have not received a response. I understand that the platform may have its internal investigation processes, but I believe that consumers have the right to access all information related to their transactions, including the merchant's contact details.
According to the California Consumers Legal Remedies Act (CLRA), consumers are entitled to obtain this information. I kindly request that the platform provides me with the merchant's contact information at your earliest convenience so that I can further address this matter.
Thank you very much for your attention to this issue.

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,
Xiujiang

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

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

Thank you for your feedback. We have forwarded your concern to the relevant department. Our customer service department will get back to you as soon as possible after verification. They also emailed you and offered you an explanation through an email ticket on Sep 4. 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: 09/09/2024
?????:?????????????,????????????????? # ******** ????/????????????????,??????????????
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I would like to resolve the remaining issues: Please provide the contact information of the merchants for the other violating products under the same link or offer a compensation plan. Thank you.
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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 purchased around 12 items and within 24 hours i canceled the order. I was told i was given a refund but the money is not in my bank account.
Business Response
Date: 08/20/2024
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:08/13/2024
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 paid for 3 items on the Temu website in July 2024. It was guaranteed delivery by Aug. 12, 2024. On Aug. 13, 2024, I physically went to the *** receiving plant by the ********** (*******) Airport. An employee by the name of **** took my Temu/*** tracking number, and he gave me the attached printed document, which he said proves the package never arrived. I tried to file a claim on the *** website, but it said that it would not let me file a claim for the Temu company. I tried to file a claim on the Temu website, and it would not let me because it said that the package was pending with ***. I firmly believe that this whole thing is a scam to get my money. I want my $28.02 back!
Business Response
Date: 08/20/2024
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 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,
*****
Customer Answer
Date: 08/20/2024
[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.
In addition, I have deleted my account with this business, as I never wish to do business with this company ever again because of my experience.

Regards,

***********************
Initial Complaint
Date:08/13/2024
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 bought items from temu.I got the items but left a cart with many other items in it. I got home from medical treatments one day there was many items on my porch from temu which I did not give permission for&I wasnt sure what they were went threw the items my cart was empty I figured out they had sent them out which was $256 order.I went threw them then more kept showing up that added $841.81.Again I went threw the items I contacted them told them I was going to send items back made them aware of items I was being charged that did not even show up. I called a couple times,also chat messaged them.They informed me how to do the return which I sent out.I was told by phone,chat that I could put items in one package to save on delivery cost plus it would all be together what HUGE MISTAKE THAT WAScasue that was not,it was mess cause they said I didnt even send the items.I kept chat messaging&calling asking them after weeks where my refund was with a response,they didnt get them but after refunds certain items started coming in they had to receive all cause there was 4 packages total.so that didnt make sense if they didnt get the packages.Then they said go threw inspection&only give what they think the items are worth to them, at the return time NOWHERE DOES IT SAY THAT FOR REFUND AT THAT TIME OF RETURN we give you the amount of what TEMU thinks the items are worth at the time you send items back. I disputed this with ****** they then got refund back from temu.Then I see they gave temu the refund back cause they say they didnt receive items I disputed again now items are not quality. Temu&paypal is doing is not for their customers cause ****** also informed me is that a business can use your account like ******************** if a customer pays for products I leave a cart with items that the merchant can use my account to pay for the cart items without my permission then send me the items. I have NEVER HEARD OF THIS,YET HAD THAT EVER HAPPEN EVER.I cant load all information.Scam?
Business Response
Date: 08/21/2024
Hello Sacora,

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 understand that you returned the items and we have double-checked the details with our colleagues in the relevant department. As per the investigation result, our warehouse hasn't received all the items. We feel regretted to inform you that we cannot fully meet your expectation in this situation. Plus, we have initiated the refund on the items that our warehouse has received for now. $851.61 has been refunded to your original payment channel and $46.72 has been refunded to Temu Credit balance. 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. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.

Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.

Best wishes,
*******
Customer Answer
Date: 08/21/2024
[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:08/13/2024
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.
Temu will not do anything to help their customers when THEY mess up an order but instead they will keep your money AND the items you paid dearly for and refuse to make things right when an expensive item has clearly been left out of an order. I've spent quite a bit of money these past few weeks on items from Temu. The very first and only time I contacted their customer service (which is via a chat bot not a human) regarding two items that were missing from my package they refused to refund or even assist in any kind of way. There's no way of appealing once the request has been denied either. My package was shipped via ***** (another useless dishonest company). ***** takes a picture of your package to show proof of delivery as well as to inform the recipient of it's location. It's easy to see in the picture I received that neither of the two rolls of chicken wire I paid right at $50 for was not included. The bag my other items came in was about a medium size bag roughly 1' x 1' square. The two rolls of galvanized wire mesh fence's dimensions that I purchased are 19.6" x 275" therefore could not have even fit inside the package that arrived here had it have honestly been included as they claimed it to be. I included a screenshot of the picture ***** sent me on their website as one of the many other photo evidence that proved without a doubt my claim warranted a refund for those 2 items. Yet they'd rather run their many scams to pad their pockets with their customers money any essentially stolen and refuse to send me what I paid for, forever loosing me as a customer (and anyone I had planned to refer). Temu is in the top 3 of the absolute worst companies out there for shadiness and dishonesty. Temu is nothing but a scam.
Business Response
Date: 08/20/2024
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 investigated this issue and our team has confirmed that the correct items were delivered to the correct address on August 10. 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 recommend checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. 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 offered you an explanation through online chat on August 10. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*******
Customer Answer
Date: 08/20/2024
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
It is clearly visible within the screenshots I provided that were taken by the carrier at the time package was delivered, that not all items were delivered. It would be impossible to "overlook" two rather large rolls of chicken wire. I'm far from ignorant nor am I blind. Obviously Temu did not take the time to review the photos I provided that were from ***** showing plainly what was delivered as anyone with plain common sense can see for themselves those two items are nowhere to be seen in the picture. Temu has scammed me and their refusal to uphold their end of the transaction is nothing short of scammers exhibiting a clear indication of their deceitful, inappropriate, dishonest, shady unbuisness like anti consumer focused behavior.
Regards,
*****

Business Response
Date: 08/27/2024
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 completely understand the outcome may not always be what you were hoping for and sincerely apologize for the disappointment that the result brings to you. However, please note that this is the investigation result: the order has been successfully delivered to the correct address on August 10. The following decision is made based on the principle of fairness and just. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Moreover, reaching out to our shipping carrier can also be helpful. Our customer service department has also offered you an explanation through online chat on August 10. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*******
Customer Answer
Date: 08/31/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The representative with Temu claims the items were packaged and shipped, that was a lie. I have since took my chances and ordered 1 more of the same product that was left out of my order to which started this whole mess. That time I did actually receive it along with several other items I ordered around the same time. Someone at temu completely dropped the ball and refuse to be accountable for their mistake like adults and Temu is completely fine with how their actions, or lack there of, reflects on their overall reputation as a business. I am HIGHLY disappointed as I did really like some of the items I received, yet will never again do business with scammers/thieves.
[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:08/12/2024
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.
Made a Purchase with Temu .com. I made a Purchase and Temu is Deciding to Save Money and Starting to ******************** Called Hailify. The company Leave the package untended in my Aprtenment Building Lobby out in the Open were any one could steal it. I already had my packed stolen twice because of *****************. I call Hailify do make a Complaint and There don't answer. I made the complaint to Temu about this issue and there say There can't really control the Shipping Comany being used. Just another accuse you can when It's your company being sold and packages are being lefr untended to be stolen.There still reship same the item with HaiIify. I never had this issues when I had my Items shipped with **** OR **** I guess there don't care and there want to save money and use *******. I guess don't buy from Temu there don't care about the Customers time and Money and want to Save where there can.
Business Response
Date: 08/20/2024
Hello Lorely,

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 found that the package has already been handed to *******, thus, we are unable to interfere or modify the shipping company. 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." Our customer service department has also offered you an explanation through online chat on Aug 13. 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 feedback is well received by our colleagues in the corresponding department who have been working on the case to improve our partnership with logistics companies in the future. Thanks for your understanding and extreme patience.

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. We appreciate you giving us another chance to serve you.

Best wishes,
*******
Initial Complaint
Date:08/12/2024
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 items from temu.com on July 27, Order ID: ************************. I have not received the order. **** says they are issuing a refund. I have not received the refund.
Business Response
Date: 08/20/2024
Hello ******,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked your order details and found that you have initiated a dispute on the order on July 27, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on ****** or your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company. 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:08/12/2024
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.
On May 28th 2024 I returned an item I purchased to Temu for inaccurate website description. ****** received the doll back at his warehouse on May 30th, 2024 (signed for delivery) and then the seller lied to Temu and claimed the doll was used and broken upon return. I appealed with Temu and they were no help so on June 6th 2024 I contacted ****** to intervene on my behalf to get my refund back for the returned item. The seller told Temu that they received the item back and upon their professional opinion the doll was used and broken BUT then the seller sent a pic of the doll UPON RETURN to their warehouse STILL WRAPPED IN PLASTIC which is exactly how I sent the item back. The doll was NEVER removed from the box to begin with. Once I opened the claim with ****** the Temu seller then changed his story and said that they never received the doll back in their possession. I have included documentation from the seller to me and Temu when I appealed with Temu where he ADMITS he got the doll back and then says the item was broken but shows a pic of the doll in plastic. How is that not fraud?This morning I received another denied claim email from ****** stating that Temu claims that they have or are going to refund me my $536.53 but I have not received anything from Temu or ****** to this day for this claim. I will NOT be paying a single dime of the ****** buy now pay later charge until I receive my REFUND of $536.53 from Temu for the BRAND NEW condition item that I returned to the Temu seller (which was returned based on inaccurate website description on his original listing on Temu). The email I received from ****** this morning states that Temu agreed to refund my money (documentation included here) and I want to see what documentation they have PROVING they refunded anything to me because I have included my ****** account information here as well that shows that they did no such thing. I HAVE NEVER RECEIVED MY REFUND FOR THIS RETURNED ITEM!!!
Business Response
Date: 08/19/2024
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. Upon reviewing the order details you provided, we see that you have initiated a dispute before, but your chargeback was unsuccessful on August 15. You can now apply for after-sales service on our company again. Our customer service department has also emailed you and offered you an explanation through an email ticket on June 7. 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: 08/19/2024
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.

Temu CLOSED my case against this seller on June 10th (see attached proof) which is what promoted me to get ****** involved. I never once received an actual email from Temu offering help or refund after ****** was no longer involved. When the seller of the item LIED to Temu and ****** that the item was never returned and then when I showed proof that it WAS returned the seller came back again and said the item was returned broken and used HOWEVER the seller then provided the picture of the item BRAND NEW IN PLASTIC still upon return. I have been fighting to get my refund of $536.35 So first the item was not returned and then the item was returned broken??? THE SELLER IS A SCAMMER!!!!
The ONLY outcome I will accept is a full refund from Temu in the amount of the item I returned which was $536.35. This can be sent to me via ****** which is how I paid for the item or it can be refunded to me via paper check.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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

FAQ

Regards,
*******

Business Response
Date: 08/27/2024
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. However, upon quality inspection, the merchant found that the doll returned had some issues, including missing protective parts, stickiness, and cleanliness concerns. As an adult product company, they prioritize hygiene and safety. Unfortunately, since the doll was clearly used, they cannot resell it to another buyer. Therefore, we hope you understand that they won't be able to issue a refund in this case. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 25. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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

Best wishes,
*******
Customer Answer
Date: 08/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

THE SELLER IS LYING!! HE SENT TEMU A PICTURE OF THE **** UPON RETURN AND IT WAS STILL IN THE PLASTIC WHICH IS HOW IT WAS RETURNED TO THE SELLER!!! this means that the SELLER removed the plastic around the doll.
[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:08/11/2024
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 on the phone and got charged and received nothing. I try there customer service and to no avail.
Business Response
Date: 08/19/2024
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 want to make things right for you. As a gesture of goodwill, we would like to process a full refund for the package. Please let us know your preference as to how you would like to receive the refund. If you choose to have the refund issued to your original payment method, the refund is generally reflected in your bank account with thin 5-14 business days. If you prefer to receive the refund as a credit balance in your Temu account, the refund is usually credited within approximately 3 minutes after approval. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 13. Please check your inbox for more details and respond correspondingly to decide your preferred refund method.

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: 08/19/2024
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

I've done that in the begging and they said they will refund me or send me my stuff and they did nothing. I just want my refund no more stuff from them nothing else. I don't want deal with that company. They are lairs. Please just tell them to refund in the way I paid. Thank you lots. ?? I appreciate you.

Business Response
Date: 08/27/2024
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. As a token of appreciation for your time and effort, we would like to process a full refund for your unreceived package. Please let our customer service department know your preference as to how you would like to receive the refund. They offered you an explanation through an email ticket on Aug 13. Please check your inbox for more details and respond to the email to decide your preferred refund method.

To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.

Best wishes,
*******
Customer Answer
Date: 08/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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

FAQ

Regards,
******

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