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

5,084 total complaints in the last 3 years.
2,131 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:08/08/2024
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.
Today I saw an advertisement that claimed 100% off to download the app. I download the app chose the product I was looking at and it said it may take up to 30 days to adjust the price and it was $177!! I immediately un-installed the app, texted stop on the text messages and want to report them for false advertisement and fraud!!
Business Response
Date: 08/15/2024
Hello ******,

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

Thank you for your feedback and we are sorry that you are experiencing difficulties with our promotional activities. The rules of our activities are stated on the activity details page. We would like to assure you that all of our programs are genuine and effective, and numerous users have already successfully completed the tasks and received rewards through their own efforts. 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.

If you need detailed explanation of the specific activity that you once participated in, our kind suggestion is to contact our customer service through ******************** and ********************** app live chat. Thanks for your patience.

Best regards,
*******
Customer Answer
Date: 08/15/2024
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,
******
The company didn't acknowledge the scam and think calling their customer service for a bogus promotion scam is appropriate! I hope EVERYONE is warned ?? beware of this company!!!!!!
Initial Complaint
Date:08/08/2024
Type:Billing 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.
Upon checking my credit card statement on 8/7/24, I noticed a $46 charge from Temu. I have filed a fraud complaint with Temu and they are telling me that it was not a fraudulent charge in spite of there not being any purchases or orders on my account for the dates listed on my credit card statement.
Business Response
Date: 08/15/2024
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 / unauthorized charges in your account. We recommend that you check with your family if they placed the orders using your account or debit card. 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.

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:08/08/2024
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.
A product being sold through TEMU is a cloud based proprietary service. I have now been billed $149.00 twice for service. After recieving 2 days of service out of 365 days, Kami, (security cameras also purchased at $100 value thru TEMU) has been cancelled altogether by ****.The payments have been accepted and received but the service has been cancelled by the cloud service (KAMI).There is no way to contact them or resolve the issues at hand. I was also billed for a lesser service. It was the reason for asking for a refund on the lesser service because I opted for and payed for a premium plan.After I sent email to rectify the request for a refund on the lesser plan, they charged me the second payment of $149.99 today to restore it without my permission.They sent me an email saying ABSOLUTELY NO REFUNDS".My bank will only take a dispute on the matter because it was an instant payment.Apparently while looking for contact information, a pop up requesting I purchase a new plan was billed again when I tried to go back. (Resulting in the second unauthorized charge today
Business Response
Date: 08/15/2024
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 any items you received (e.g. security camera) 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,
*******
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.
Temu claims their policy that their first return is free especially for their first order. I ordered couches but was asked to return them and pay for shipping in advance. And now teem is giving me store credit for the shipping fees of $1968. And they say they cannot convert credit to a refund money is stuck in their platform
Business Response
Date: 08/15/2024
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 ($821.75) 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 8. The return charge ($1968.08) will be refunded as form of Temu credit. 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: 08/15/2024
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 contacted support multiple times talked to 3 supervisors (***, Bao) and they said the shipping fees would be returned to my card. The calls are recorded so please review them they promised me a refund not credit. The policy states first return is free and money is stuck in your platform. Not free if its stick in your platform. I want my shipping fees refunded back to my card. The policy says reimbursement not credit that can be used in a future purchase. This is unacceptable I want my refund of $1968.08

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: 08/23/2024
Hello *****,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have double-checked the order details you provided and can confirm that your order ($821.75) has been refunded to your original payment channel. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 8. The return charge ($1968.08) will be refunded as form of Temu credit.

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: 08/26/2024
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.
[According to your policy, the first return for an order should be free of charge.

However, I was charged [$1968.08] for the return shipping. I am writing to demand an immediate refund of the shipping charges applied to my return of order. According to your stated policy, the first return is free of charge. Charging me for this return is a violation of your own terms.

I expect a prompt refund to my original payment method. Failure to comply may result in further action to enforce this right.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business Response
Date: 09/25/2024
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. To honor our promise of a free first return, your return fees of $1968.08 were fully reimbursed to your Temu credit balance on Jul 28. Temu credits are available in your balance within 3 minutes and can be used immediately. Please note that Temu Credits do not expire and remain valid indefinitely.

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. For more information about Temu Credit policies, please visit: ********************************************************************************************************.

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: 09/25/2024
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.
[
Ive contacted customer service multiple times about my refund, yet it hasnt been returned to my credit card as requested. Offering store credit isnt a solution since I cannot use it outside your platform. This issue arose because Temu didnt provide a return label, which is your responsibility per policy first return free.

I DO NOT ACCEPT CREDIT AS A SOLUTION. Please refund the amount directly to my card as soon as possible. What actions have you taken ***** or your customer service team? Calls are recorded and there is a history of my tickets.
Can your team please initiate the withdraw process you claim because your customer service team and supervisors have failed to do so.

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:08/08/2024
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.
I had bought a the following item solar power station!! And i had return it for a refund!! I the show dated received and its been 9 days since then and i have not got a refund or a solution with this issue i need BBB help getting involved
Business Response
Date: 08/15/2024
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 (solar power station, $496.70) 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,
*******
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.
I spent $67 to buy a solid state drive from temu, but it didn't arrive after I waited for more than ten days. Later I found out that temu refunded my order without my permission, and the seller's logistics information has not been updated, which is probably false logistics information. My computer waited for ten days but didn't get the hard drive, wasting too much time, I was so angry. temu even asked me to continue waiting, but the seller didn't ship the goods at all, and I still couldn't receive the goods after waiting for a year.
Business Response
Date: 08/15/2024
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 Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 12. 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 don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 08/18/2024
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 is illegal for you to refund me without my permission. You also made me wait. My computer needed a hard drive and I waited for almost half a month. My only request is delivery. If the seller did not deliver the goods to me and gave me a fake logistics, then resend it.

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 this may have caused. We have checked the details you provided and can confirm that your order has been fully refunded to your Credit balance. If you still require the hard drive, we kindly suggest that you consider repurchasing it on Temu. As a token of appreciation for your time and effort, we have credited $20 to your Temu account and provided a discount coupon. 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 don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 08/26/2024
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Initial Complaint
Date:08/07/2024
Type:Customer Service 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 merchant and the Temu escalation manager are not communicating, all I get is excuses. I wanted to know the manufacturer of the blouse and the skirt, unless it is a dress. The manufactor as shown in the attachment know who the manufacturer is, Temu says the merchant won't respond. What kind of run company is this. It appears the merchant is either lying and or Temu refuses to communicate like they are suppose as the merchant is suppose to respond to Temu. they are both blaming each other as for me how I get information that I want. I am getting no where. The merchant says contact Temu. Temu contact merchant, merchant ignores Temu. and I get lied to. Both the merchant and Temu has been dancing around refering to the blue peacock. I am not talking about the peacock bustier. I am talking about the light colored dress, or skirt and blouse. The merchant knows the manufactor because they use their bustier with another company to advertised, and the merchant admitted they know whom the manufactor is.
Business Response
Date: 08/15/2024
Hello Melody,

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 are interested in purchasing items displayed in the product images. Unfortunately, we are currently unable to provide information on those specific products. It is important to note that the store typically only sells the products linked in the product listings and does not sell other items shown in the display images, as those images are intended solely to showcase the linked products. Our website offers a wide range of options, and we are confident that you will find something suitable for your needs. 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.

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:08/07/2024
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.
On july 17 temu debited me for a 12x16 gazebo. On July ***** was expected delivery. After several 7x of calling to tell them that my ***** # ************ does not have my name or address on it. They insist that the product was delivered and refused to give me my money back. I called ***** jointly with customer service rep ************* on Aug 6. ***** told **** and myself that that number ************ package was not my name or address. The package was 36 lbs not over 300 lbs expected for a galvanized steel roofed gazebo. On Aug 7 Moi a senior specialist team member says we have done a through investigation and the product was delivered, to check my mailbox, area around the property or neighborhood OMg how does a 300 lb gazebo fit in a mailbox? Wouldnt you think we would see it? Supervisor assured me that I would get my money or product. This MOI person has not investigated anything. The ***** number is not mine. I have called several times, 7 to be exact. Talked to : ************************, *************, lowland, ******, supervisor *****, and others I did not get names from. BTW only one person would give me their last name. This Moi person at senior specialist team wont call me or let me help them understand the issue. They dont listen to the supervisor **** who I talked to today, I called ***** with him as well. ***** confirmed that that tracking number has a different name and address on it. I want my money back. Or a tracking number for my product, or my product. I spend hundreds of dollars building a deck for the gazebo, and no gazebo has arrived. Temu this Moi person who keeps sending me emails of my decline for money back has not investigated anything or they would know that ***** number is not mine or my product or address. Please get my money back. I talked to a person named ******* at ***** *************.
Business Response
Date: 08/15/2024
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 orders have been fully refunded. $550.50 has been refunded to your original payment channel and $5 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. 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.

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:08/07/2024
Type:Sales and Advertising 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.
False Reviews
Business Response
Date: 08/14/2024
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. Based on your description and the following investigation that we conducted, we can confirm that the activity you mentioned is not affiliated with Temu. We would like to remind you not to trust any of these fake companies or advertisements impersonating Temu.

We also recommend that you contact your bank immediately to report the issue and seek assistance if you have made the purchase through this activity. Please be assured that we take this matter very seriously and reserve the right to pursue legal action against these copycat companies. Thanks for your understanding.

Please note that our official website is ***********************************. 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,
*******
Customer Answer
Date: 08/14/2024
[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:08/07/2024
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 made a order PO-211-***************** and upon receiving my package it was ripped in the shipping process Im guessing and the boots was missing filed complaint and temu denied me my refund or the boots be resent and now Im here hoping the bbb can help me get a refund they said they shipped them but I didnt receive them all other items was accounted for but the boots
Business Response
Date: 08/15/2024
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.

After double-checking the details with our colleagues in the relevant department, we can confirm that correct items in your order were carefully packed and dispatched according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process to ensure that the items were shipped in full accordance with the order. Our warehouse operations adhere to strict protocols to ensure the safety and confidentiality of all orders processed. We apologize for any inconvenience this may cause, and kindly request you to double-check your package, including any packing materials, to ensure that the item might not has been inadvertently misplaced. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 9. 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: 08/15/2024
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 want a refund the package was damaged during shipping and the boots was missing it isnt my fault if they did it arrive and I dont feel I should take a loss because of this I would like a credit applied to my temu account please
[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: 08/23/2024
Hello ********,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.

We apologize for any inconvenience this may have caused you and want to assure you that we are here to help. We understand that you requested a refund for the missing items. However, we want to reassure you that your items were carefully packaged and accurately shipped according to your order specifications. Our warehouse team has conducted a thorough review of the shipping process and confirmed that all items were included in the package at the time of shipment. We understand that it can be frustrating when items appear to be missing, and we sincerely apologize for any inconvenience this may have caused. Unfortunately, we are unable to fulfill your refund request for the missing items, as they were shipped in accordance with your order. Our customer service department has also reached out to you with an explanation via an email ticket on August 9th. Please check your inbox for more details and respond accordingly 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,
*******

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Temu.com is NOT a BBB Accredited Business.