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:08/11/2024

  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.

  My package arrived 8/5/24 including a box of doctor toys ordered for my daughter. i opened the box for her and as she was pulling the toys out she began screaming and crying. I ran to her to find a shard of glass inside the box had severely cut her hand. I took her to the local emergency room where she has to have 4 stickers placed. I documented a photo of the shard of glass within the box of doctor toys. the medical certificate requested by temu customer service and a photo of her cut hand. My first ticket was clearly not even read, and closed without even allowing me to respond. My second ticket I was told after careful verification we cannot support your request Again being dismissed after providing more than adequate evidence. Although the co-pay was $100 not including prescriptions paid for I merely requested a full refund for the order. I gave temu ample chance to take accountability and rectify the situation only to be completely dismissed twice. This is unacceptable and I am now taking further action until temu does the right thing by a loyal customer.

  Business Response

  Date: 08/19/2024

  Hello Cherry,
  
  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 $7.37 has been refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For detailed return instructions, please visit ****************************************************************.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 6. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  We understand that returning products can be inconvenient and we apologize for any inconvenience this may cause. However, we have policies in place to ensure that our products meet the highest standards of quality and customer satisfaction. Therefore, we kindly ask that you return the item to us for a full refund. Please be informed that once our warehouse team receives the returned item, the refund process will be immediately activated.
  
  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 don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:08/11/2024

  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 Ordered item July 31st, and received it August 3rd. The Item was falsely advertised as black precurled human hair. The wig came light brown with highlights, uncurled. I returned the item via *** unused. The company confirmed that the product was received and was undergoing inspection. and that the inspection process would take approximately two business days. Two business days had passed and there have been no update on my account regarding my refund/return. I contacted customer service via virtual chat and was informed that they had no clear understanding or why there was a delay in my refund being processed and that I would be contacted back within 24 hours. I never received that correspondence. I then contacted the company again, to follow up on this concern and still was not given any clear information on why my refund was not being processed. Half an hour of going back-and-forth with the customer service *** about my falsely advertised product and return unused, and on time and why I wasnt being able to receive a refund I requested a phone number to contact the company directly , after another 30 minute hold, I was informed by a customer service ***resentative by the name of ******** that apparently the item came in an empty bag. This was never relayed to me at any point when they received the product and, had I not called and contacted them I would not have known this What had also to me is if the product came completely empty, Why would you put an empty bag through an inspection process and why confirm you received the product If it was just an empty bag? I now have no product, they will not refund me my money. This company is underhanded and fraudulent! I am requesting my refund of *****.

  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 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. In addition, to compensate the time and effort you spent, we have issued a coupon of 20% OFF (No minimum spend, capped at 20%) on August 13. 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 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: 08/19/2024

  [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:08/11/2024

  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 have tried to deal with Temu since late May. They kept taking money out of my debit card until I was almost $400 overdrawn and the bank wanted to close my account and at that point I didnt receive anything. Im never able to talk to a live person they just transfer from chat to chat and several times I was told a member of our leadership team will contact you. That never happened. I tried to contact ****** and it wasnt until then that Temu sent anything to me. I told ****** that since it took so long to send me anything I no longer wanted anyyhing to do with them! Then they refused to send me any labels so I ended up spending $70 more to send NSVL their stuff. I am totally disabled do I dont drive. Because the post office required different labels I ended up asking my ex-husband who also doesnt drive take bags which I never opened on the bus to the Post Offife. I have the receipts which showed the tracking numbers. A couple of days later I checked the **** website and saw that 2 of the packages ***** refused by Temu! Now they are refusing to give me my money back! They keep telling ****** that they will return my money but refuse to follow through. And now I keep getting advertisements but I am no closer to getting my money back. I tried to Stop the Ads and my grandson tried to block them but they foumf a way round that!!! I geel this is a big Scam

  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 have checked the order details you provided and can confirm that $255.22 of your orders have been partially refunded. $139.14 has been refunded to your original payment channel and $17.77 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.
  
  Furthermore, we found that you have initiated a dispute on some orders, 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.
  
  Finally, to stop seeing ads on Temu, please go to 'Settings' in your Temu app or on Temu.com, select 'Notifications' and then 'Edit', and toggle the button or slide to 'None.' to adjust preferences for alerts. If you are using Gmail, you may also click on the 'More' button in the upper right corner of the email and choose 'Stop seeing this Ad'. If you see ads on other websites including your browsers, please click the close icon on the upper right corner of the ads to decrease the possibility of the appearance of these ads in the future.
  
  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
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:08/10/2024

  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 4 bracelets and was only sent 3. I want a refund. I have requested it and I have gotten the run around. This company should be investigated by the government for fraud against consumers. I have been trying to contact them and they just keep trying to send me something I don't want.

  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 have checked the order details you provided and can confirm that $53.60 and $21.14 have 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 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 need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/10/2024

  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 was an affiliate for the popular app temu where i refer others to join the app and then temu pays me and i was working hard to refer people then out of nowhere Temu did not let me cash out my earnings and banned me from the platform for no reason at all ive been trying for a year or almost a year to get my money back and they have not done a thing im very upset about it because i worked hard to get there. I still have access to the ****** and temu account.

  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.
  
  We are sorry for the inconvenience this may have caused. Our activity department has reported that due to your false advertising on other platforms, the reward is currently unavailable for withdrawal. Our system diligently monitors all data, and any irregularities will lead to immediate termination. Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 6, 2023. 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: 08/20/2024

  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. 

  [response to grace - I was surprised to receive the accusation of false advertising related to my participation in the Temu affiliate program. I take these matters very seriously, and I can assure you that I have adhered to all guidelines and provided accurate information. If you believe there was any specific instance of false advertising, could you please provide concrete evidence or examples? Without such proof, it feels as though these claims are baseless. I look forward to resolving this issue fairly.]
  
  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: 08/29/2024

  Hello *******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We are sorry for the inconvenience this may have caused. Our ********************* has reported that, due to the false advertising on other platforms, the reward is currently unavailable for withdrawal. They also offered you an explanation through an email ticket on October 6. Please check your inbox for more details and respond accordingly if you require further information about it.
  
  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. 

  [I'm very frustrated with how this situation has been handled. It seems like we're just going in circles, with the same statements being repeated, and ** starting to doubt that there is even a department dedicated to handling claims of false advertising. Im not satisfied with the responses Ive received, and Im not willing to accept a simple "no" as an answer. There is absolutely no evidence to support the claim that I was involved in false advertising for Temu, because I wasn't. I expect a solution that results in me getting my money back. In addition, the email you sent me back in October was equally disappointing, as it was nothing more than a simple "no" without any effort to address my concerns. You didn't help me with a single thing or answer any of my questions. Instead, you just shut down my account without providing any valid reason or explanation. This lack of support and transparency is unacceptable, and I'm demanding a proper resolution to get my money back.]
  
  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:08/10/2024

  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.

  The date of the transaction is August 3, 2024 For $107.Now my card information has been leaked by temu website and my card has been charged 3 times by temu 1 payment for $80 the next for $0 then they next for $316, my bank blocked it but my information still has been leaked and I have had to get a new card with my bank and move my money just incase they can still access it

  Business Response

  Date: 08/17/2024

  Hello ********,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and, after our investigation, we can confirm that we haven't detected any unusual or unauthorized charges in your account. Please check with your family if they placed the orders using your account or debit card.
  
  Furthermore, we want to emphasize that all our payment links have obtained ************************** Security Standard (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID Check, **************** SafeKey, Discover ProtectBuy, and JCB J/Secure.
  
  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:08/10/2024

  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 several items for back to school even purchased expedited shipping so theyd arrive on time. Upon checking tracking I realized the packages had been out for delivery for over two days. Which anyone knows is unusual and means your package is lost or the carrier stole it. I contacted Temu and UniUni. ****** said someone would call me before 6pm my time and deliver but nobody did. So I contacted Temu and they told me I had to wait until the 14th as the package was out for delivery and if it was not delivered by then theyd give me a $5 credit. First of all any smart human person knows a package wont be out for delivery for over a week and $5 credit when I paid $107 for this order. Absolutely not. I want a refund immediately. Temu is a scam and nobody should buy from them. Also, uniuni is a scam if you do a simple ****** search you will see several reports of people not receiving their packages from uniuni. Temu is working with uniuni to scam its customers.

  Business Response

  Date: 08/17/2024

  Hello Destiny,
  
  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 on Aug 10. 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 10. 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,
  *****

• Initial Complaint

  Date:08/10/2024

  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.

  Temu has been dumping UNWANTED email promotions on my National and PA enrolled Do Not Call Lists cellphone. Repeated attempts to get the prostitute to stop have gone IGNORED, in fact the succubus tried to SCAM me with an alleged 20% discount from an entity with which I DO NOT NOT NOT NOT NOT want any association.LIARS at Temu ********************* ******, *********,********, *******, ******, LOVELY JOY, and *****.The LIES MUST STOP. This pimped and coddled by Google prostitute MUST REMOVE MY EMAIL FROM ITS HARASSMENT LIST!I NEVER ordered anything from this amoral, slavery embracing syndicate cartel Mafia AND NEVER WOULD CONSIDER ITS SATANISM.

  Business Response

  Date: 08/17/2024

  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. We have checked the details you provided and can confirm that your email address has been removed from our mailing list. Sorry again for any inconvenience.
  
  To manage your notification settings, please go to 'Settings' in your Temu app or on Temu.com, select 'Notifications' and then 'Edit', and toggle the button or slide to 'None.' to adjust preferences for alerts. If you are using Gmail, you may also click on the 'More' button in the upper right corner of the email and choose 'Stop seeing this Ad'. If you see ads on other websites including your browsers, please click the close icon on the upper right corner of the ads to decrease the possibility of the appearance of these ads in the future.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket. 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: 08/17/2024

  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.

   

  This is NOW the tenth illiterate at Temu. The con as obviously stated in my complaint, dumps as if it has diarrhea, UNWANTED email promotions coddled by its enabler Google.

  I do not have the satanist's app, not do I want to. Temu MUST find a kindergartener that can read and process the English language to tell it that it MUST STOP ?? ?? ?? ?? ?? dumping unwanted email promotions.

  ***** yelled "Stop the steal!" and I'm yelling "Stop the scam, fraud and harassment!" STOP THE SATANIC EMAIL PROMOTIONS!!!
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 08/26/2024

  Hello ******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have double-checked the details you provided and can confirm that your email address has been removed from our mailing list. Sorry again for any inconvenience.
  
  To manage your notification settings, please go to 'Settings' in your Temu app or on Temu.com, select 'Notifications' and then 'Edit', and toggle the button or slide to 'None.' to adjust preferences for alerts. If you are using Gmail, you may also click on the 'More' button in the upper right corner of the email and choose 'Stop seeing this Ad'. If you see ads on other websites including your browsers, please click the close icon on the upper right corner of the ads to decrease the possibility of the appearance of these ads in the future.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Best wishes,
  ******

• Initial Complaint

  Date:08/09/2024

  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 August 9, I received a message saying that a package was delivered containing two items from order (PO-211-13517005033593161), the other item was shipped seperately. I did not receive these two items, I contacted the carrier, Hailify (their tracking number ****************) , they told me that since it is Temu I would need to get in contact with Temu to file a missing delivery claim. I contacted Temu, they asked if I wanted a reshipment or refund. I selected a refund, they then said I only had the option of refund to credit versus original payment. I requested that I obtain an original payment, they refused an issued a store credit. This is against their policy, original payment method.

  Business Response

  Date: 08/16/2024

  Hello Grace,
  
  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 partially refunded to Temu Credit balance on August 9. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. 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.
  
  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:08/09/2024

  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.

  Ive been a regular customer of ********************** for a while. In the last week I purchased several items in the amounts of $151.20 - $102.58 - and last night $55.12. There are several items that were paid for by ****** on my behalf, the amounts listed above. The items in question appear in the shopping cart and I continuously receive discount pitches for me to pay for items that have already been paid for. I called Temu **************** this afternoon 8/9/24 & I was on the phone for over 2 hrs, Customer Svce & a Supervisor. They convoluted the entire order and sequence of events telling me I have to buy these items because I never paid for them. Some of these items I ordered 2 and I received only 1. How can they ship me one item unless I paid for it. Then they said I had only ordered one, when the shopping cart CLEARLY shows 2. No matter how much I explained these items are paid for, including the two miniature house kits that were paid for last night with the purchase of a water hose $17.49, one miniature house kit $14.97 & the other $7.99, for the total of $55.12. The hose was shipped and I was the one that deleted it from the cart,trying to keep the cart organized. They REFUSE to accept the fact I paid last night for the two house kits with the water hose, because they dont show proof I paid for it. Thats the same situation with the other items. They claim the customer in the one that removes the items from the cart after placing order. THIS IS NOT TRUE. Items are automatically deducted from cart after payment. I spent 3 hrs talking to these DISHONEST PEOPLE and they wont budge. They want me to PAY AGAIN for items Ive ALREADY PAID and they didnt process. Therefore, I have NO ORDER NO. Because the items werent processed for shipment I dont have an order number for these items.. Ill take this issue to the ultimate consequences. Im disabled and retired & live on limited funds. I will NOT ALLOW TEMU to STEAL FROM ME with a BOLD FACE LIE. Illegal practices on TEMU.

  Business Response

  Date: 08/16/2024

  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 details you provided and can confirm that your goods are expected to be shipped no later than Aug 13, 2024. We have already synchronized with the supplier warehouse, and once the warehouse receives the request, they will prioritize packing and shipping for you. After the goods are shipped, they are expected to arrive at your delivery address by Aug 19, 2024. Please note that the latest shipping time is an estimated time based on the supplier's past shipping times and product inventory. Generally,the goods will be shipped earlier than this time. lf your goods are delayed in delivery, we will compensate you $5.00 credits. Our customer service department has also offered you an explanation through online chat on Aug 9. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******