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:08/09/2024

  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 been using them for a while I don't order much from them as most of the time I am surprised with basic cheap products and I don't have the time to shop for things that is why I rather use more reputable shops like ******* or Amazon or clearingradio.live Anyway I took my time to order a Smart fingerprint doorknob and I waited forever finally it says your order has been delivered I look outside and nada nothing so I walk to the leasing office even though they stop taking packages I see some drivers leave outside in the side office nada, so I walk over to another unit I use to live at and nothing I look at *** to see if I could see the picture it shows the box but not where it was dropped off, yesterday another delivery same thing I look at the picture even though my address shows my current apartment it was dropped off at the old apartment I walk over there because we get thieves stealing all the time in those two front buildings and nada again now on the doorknob I had to fight for a refund on the other four products from yesterday all I was offered was a store credit I am waiting on a few future orders hopefully I will get them but for sure I will never use TEMU trashy company ever again they can kiss my dear **** and I strongly do not recommend them I demand a full refund I actually don't even want future orders I will most likely not get them plus I am no longer chasing my packages ?? they got my address correct so I don't know why *** & Temu keep messing up

  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 have checked the order details you provided and can confirm that your order with the door locker 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, if you would like to withdraw the money from Temu Credit balance or have 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 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,
  *******

  Customer Answer

  Date: 08/16/2024

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

  All responses that came from them including the last email from them which I ran out of things to attach the last email just like each conversation pretty much said based on our investigation we determined the packages were delivered to you and basically they had to swear to proceed with chats that I was honest that my packages were delivered and the accusations did not stop of them calling me a thieve. It got so bad I ended up in the ** with a mini stroke. Truth be told I deleted their app I stopped giving them any opportunity I asked them to cancel any future purchases even after they insulted me I still have them a chance I purchased more only to have it all delivered to ***************************************************************************************** not file any claims that I was lying and stealing the notes on *** are very clear the *** said I've never seen that please don't say I told you that but you got a case I will mail you the notes even if I get fired because yes on my end here at *** your packages are to be arriving at 292 but are being left at 207 

  He said I know how frustrating that is I will forward your message to a supervisor but as far as TEMU they are wrong that is why I am going to **** my job by sending you the transcript for you to do something about it 

  I am waiting to see their chat about me on both *** & TEMU and I feel slandering is on there based on my conversation with *** guy. As far as TEMU I told them it is your responsibility to get me my merchandise to my door step I chased things before but now that someone is living there and stealing my stuff I can't waste my time as ********* police department has instructed me not to engage but to seek other options and file the ***ort and let them try to get invoiced and solve the situation that is out of control. As far as the doorknob I got my refund and I am waiting for them to apologize and do what they need to do is refund me for all July & August because as you can see those packages all kept landing at 207 

  I showed you a delivery to my door step with black welcome Mat plus smart doorknob I can see everything the other 207 has a brown color door mat and all pictures on *** show delivery there 

  I have filed a complaint against *** and I am still part time with a federal agency I am refraining from using our power last times I filed complaints it ended up in federal court and 3 out of 4 companies ended up paying billions of dollars because your ***orts of victims helped to build cases so thank you BBB for all you do I only hope you would partner with TV media, social media and FTC and others to shut down companies like TEMU that are out here doing us wrong 

   
  
  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: 08/28/2024

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and can confirm that your order with the door locker has been fully refunded to your original payment channel.
  
  Regarding your other unreceived packages, based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. 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 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.
  
  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.]

  As I told you BBB and even provided pictures all packages kept arriving at the wrong location so yes close the complaint as unresolved because as you can see they are crooks I have also filed with ************************ the law says the company has the responsibility to deliver it's good to customer or refund they failed to do all.  I installed their app so I do not care about them and by ***** grace ****************** will go down because I will ensure I hit them hard everywhere 
  
  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:08/09/2024

  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.

  Ive ordered From Temu over 70 times but this time when it was delivered I didnt receive the package, Someone took it before I could get to it. *** asked the housing authority to replay the camera footage, and they said the camera by my home isnt working. I told the customer service representative at the moment that I dont have any proof of my package getting took and he/she said Well theres nothing they can do about me getting a refund because they need proof and I dont have any. So Im out of my items and money but the thing is I used My Credits to purchase the items, so Im thinking to myself like, Its this Major that I cant get at least some Temu Credit and it wasnt even a lot, it was $21.78 in credits. Not even $30. I just want the Credit Back.

  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 have checked the order details you provided and can confirm that two items in the total amount of $3.27 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 11. 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: 08/16/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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:08/09/2024

  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 ordered several things and I have sent several things back that havent fit or I didnt like. In their instructions for returns it says to save them money or postage that we could send back multiple orders in the same package. I worried about this, but it was there instruction and so this is what I did on at least two of the packages I sent back. Now they are telling me that they arent havent received at least six of the items that I sent back. I have tried to call them multiple times and I cannot get through. Nobody answers my complaints. I either want my refund or the items back , I have a second complaint. I have ordered things that still have not come that were supposed to come in the last part of June I think but certainly in July when I look, I think there are seven different shipments that I have not received and again there is no indication that theyre coming again I want my money back or I want the product. Thank you. I have I think three different tracking numbers that I can report to you, but theres space for only one down below. The company requested that I send them tracking numbers and I have sent them probably 15 tracking numbers now because Im not sure which ones are those are the ones with multiple orders that I sent back these orders did each have a shipping label sent from them. And as requested, they were put in the same package as other things with one shipping label on the outside. They said to do this because it would save them money for shipping and so this is what I did. This information is only approximate as I did not keep track of what I put in in each bag. But it can be further tracked by the several times on their end that they refused my refund for bailing to send back the item which, of course was included in those bags. For example contained a purse and one contained a copper bracelet specifically and there are dresses too. Thank you for listening.

  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.
  
  If you are not satisfied with the items you received in your order, you may apply for a refund within 90 days of purchase. Please be informed that once our warehouse team receives the returned items, the refund process will be immediately activated. In addition, you can request a full refund and keep your items when they arrive if the tracking status is not updated for 15 days. If your order arrives later than the estimated delivery date, you will receive (Temu credits) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************. Our customer service department has also emailed you and offered you an explanation through an email ticket on July 3. 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. 

  [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,

  Lin

   

   

  Customer Answer

  Date: 08/27/2024

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

  Thank you for responding to my email in what reads almost like a form letter.
  
  Two responses: 
  1>As I stated, the missing items ARE in a LARGE BAG with other items. I did what you requested: To save YOU postage, there are BAGS WITH THEIR OWN SHIPPING LABEL ATTACHED within a 
  LARGE, HEAVY BAGI believe there are 2 such bags. I have given you the tracking numbers for every outer bag Ive sent. I dont think the warehouse opened those returned bags or else they would have found OTHER SEALED BAGS in them in their own separate return sticker attached to each bag.
  
  2>PLEASE SEND ME A COPY OF ALL OF MY PURCHASES. My credit card statement is showing paid amounts that correspond to items I dont think I received from you. I need to see all those orders to verify whether I have received the items.
  
  ****A tracking app that I use is showing that several shipments FROM you are still in transit and have been for a long time. Are they perhaps lost in transit? 
  
  Please advise and verify.
  Thanks so much,
  *** ****** 

  Business Response

  Date: 09/05/2024

  Hello ***,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused.
  
  We want to assure you that once our warehouse team receives the returned items, we will immediately activate the refund process. You have the option to receive your refund either back to your original payment method or as Temu credits. Should you choose Temu credits, they will appear in your Temu credit balance within 3 minutes and can be used immediately. If you opt for a refund to your original payment method, please allow 5-14 business days for the refund to appear, as the timing is subject to your financial institution's processing times. Additionally, if you require a record of all your purchases, please log in to your account for more details.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 09/09/2024

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

  The answer I need to send TEMU is in response to their question of how to refund me. There is ONLY an option to accept their terms and conditions or 
  
  And out of small things proceedeth that which is great. 

  Business Response

  Date: 09/14/2024

  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 want to assure you that once our warehouse team receives the returned items, the refund process will be immediately activated. You can choose to receive your refund either back to your original payment method or as Temu credits.
  
  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: 09/18/2024

  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. 

  It looks as though I did mis-read their last noteI thought they had agreed on a refund but apparently not and their rote form letters will only continue. Its very easy to just pull up another form letter. Its unacceptable that there isnt someone with a conscience sitting at the computer, SOMEone who would take the time to investigate my claims that there is a problem at the warehouse!! They have  NOT looked inside the returned packages to verify the contents but instead only scanned the single barcode on the outside. Those returned bags could have contained rocks and they wouldnt have seen them!!
  
  This is proof that this company cares NOT for its customers and is dishonest!! 

• Initial Complaint

  Date:08/09/2024

  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 have never downloaded the TEMU App. I have never purchased anything from TEMU. com I have NOTHING to do with TEMU Yet, I constantly receive so many email ads, that I find them harassing. TEMU claims they blocked , "my account" and I have adjusted settings on my cell phone to stop the emails. NOTHING works! I sent physical mail to the **************** in ******, **** and received no reply.

  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. We have checked the details you provided and can confirm that you have been removed from our mailing list. Sorry again for any inconvenience. Our customer service department has emailed you and has been following up on this issue. 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:08/09/2024

  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 a shoe bench from Temu and didnt receive the item and because it said delivered they wont refund my money and I didnt receive this item walked all around my complex with my sister looking for it and knocked on my neighbors doors and no one seen it been to the mailboxes and not there *** and they still dont want to fix this issue and to me thats stealing from my hard earned money.

  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. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 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:08/09/2024

  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 purchase this pet feeder and it came broken. They won't give me my money back

  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 your order has been partially refunded on August 15. $0.19 has been refunded to your original payment channel and $9.45 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.
  
  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: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.

  It said a pillow and it isn't a pillow it is like a pin cushion. I am disable ad I was hit by a car. I have try several times to get my money back because I don't have money to waste but they have refused.

  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 have checked the order details you provided and can confirm that your order with the pillow has been fully refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. 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 don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:08/08/2024

  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.

  Order ID: ************************ Product name: 1pc Simple Assembly Shoe Cabinet, Floor Standing Shoe Storage Rack, Dustproof Shoe Organizer, Multi-layer Large Capacity Home Shoe Cabinet, Home Organization And Storage Rack For Bedroom Living Room And Dorm Entrance, Home Furnishing, Ramadan Dcor Price: $23.49 The product is an assembly kit of a shoe storage rack. The completed shoe storage rack has 9 layers. The kit contains a lot of metal tubes. Some of tubes came crushed, making it impossible to assemble the product.

  Business Response

  Date: 08/21/2024

  Hello Fantine,
  
  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 you are not satisfied with some of your items.
  
  If you are not satisfied with the shoe cabinet you received in your order, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.
  
  The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 09/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

   

  I am still expecting an exchange. Would that be possible?

  
  
  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,

  Fantine

   

   

  Business Response

  Date: 09/10/2024

  Hello Fantine,
  
  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 apologize for the dissatisfaction you have experienced with the shoe cabinet from your recent order. Should you desire a replacement, please access your Temu account and reach out to our customer service team. They are empowered to offer an efficient and comprehensive resolution.
  
  To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/08/2024

  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.

  This is in reference to order number PO-211-*****************. I ordered a shed from Temu.com. 4 very large boxes over 40 pounds each arrived today. I opened the boxes to find this most definitely did not match the description on the website. I went to the website where it simply said free returns. I initiated a return for them to contact me and say I would have to pay hundreds of dollars out of my pocket to return it and they would "reimburse" me after I showed them a receipt. I asked if they could initiate some sort of RMA or send me the shipping labels in which I would take them to whatever carrier they wanted. A customer service agent by the name of "************" was completely unwilling to help and just kept pasting the same response over and over. I asked to speak with a supervisor and then was told that someone would be in contact with me within ************************************************* I had additional questions and he would not answer me back. I need them to honor their return policy and take this back. No where does it say that I have to pay for shipping, which would cost hundreds and hundreds of dollars and hope to be reimbursed. I sincerely need help! I feel completely taken advantage of and this company is unwilling to help.

  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 that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.
  
  If you are not satisfied with the shed 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 offered you an explanation through online chat on Aug 11. Please check your Temu account 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:08/08/2024

  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.

  Temu has repeatedly left out items from my orders over the past few months. I have finally had enough of their scams, they say that theyll look into my missing items and then they close the ticket and say the items were shipped and delivered even when I show proof that I never received my items. Today I had two items missing and my package arrived damaged, as shown in pictures.

  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 have checked the order details you provided and can confirm that two items in the total amount of $3.27 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 11. 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,
  ******