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:08/04/2024

  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.

  Hi,I had placed an order on Temu (temu.com) order id: ************************ for a hammock with stand. The cost including taxes was $49.14. The order was never delivered to me. The ***** tracking attached to my order was incorrect. The seller attached the ***** tracking id ************ of a solar panel delivered to some other address to my order and marked my order for hammock as delivered. I even called ***** and they told me that the tracking id ************ was for an item that was for another person and another address. I had reached out to Temu support on this issue. They are not willing to accept this fraud despite me providing all the necessary proofs and explaining them. They closed my ticket. I created a new ticket ****************. They have responded that it's delivered although clearly the package was not delivered. I have attached the proofs here as well. First, the ***** wrong delivery proof image shows a box with "ECOFLOW" name on it. This image is a photo of entrance of some other entrace and it's a solar panel not hammock. You can see my entrance in second photo. Also third attachment shows ***** delivery proof receipt for ************. This shows "reference EFSOLAR160W", clearly indicating that what was delivered was a solar panel to some other address. Please help me fight this fraud by Temu. I have also attached reviews for seller HCCLOVE from other customers who faced same issue.

  Business Response

  Date: 08/12/2024

  Hello Chinmaye,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 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 any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/04/2024

  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.

  Placed a Temu.com order through a Rebatesme.com link offering 11% cash back. It only works if Temu confirms my order which, according to Rebatesme.com has not happened. I communicated the issue to Temu customer support and was told they are unable to help resolve the issue.

  Business Response

  Date: 08/12/2024

  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.
  
  Due to unusual activities detected by us, your reward may be subject to change. All information in Temu's program will be verified by our system. If potential risks are detected by the system, the reward will not be issued. As a gesture of goodwill for the time and effort you invested, we have credited $10 to your Temu account on August 8. Additionally, our customer service department has also emailed you and offered you an explanation through an email ticket on the same day. 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,
  *******

• Initial Complaint

  Date:08/04/2024

  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.

  Hello! Here is order number: PO-211-*****************. Unfortunately, my mother just tried out her Mother's Day gift and noticed that there was no Worldwide USB Charging Cord included with the Rechargeable Callus Remover. For the debit card ending in 3821, I would like a refund as compensation for the issue this has caused?

  Business Response

  Date: 08/13/2024

  Hello Cordarius,
  
  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 Rechargeable Callus Remover 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: 08/15/2024

  Dear Temu,
  
  I trust this message finds you well. I am reaching out regarding order number PO-211-*****************. Regrettably, upon using the Rechargeable Callus Remover, it became evident to my mother that the Worldwide USB Charging Cord was not included. This item was a Mother's Day gift, and she just now realized it upon trying to use it. The purchase was made on April 14, 2024, and regrettably, it is now beyond the 90-day return period. Therefore, I am kindly requesting a refund to the debit card ending in 3821 as a form of compensation for the inconvenience caused?
  
  I will also be attaching relevant images for your reference. Your prompt attention to this matter is greatly appreciated. Thank you for your assistance.
  

  
  Sincerely,

  *************************

  
  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 

  Business Response

  Date: 08/28/2024

  Hello Cordarius,
  
  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.
  
  We have checked the details you provided and are sorry to inform you that we cannot support your refund request as it has exceeded 90 days after your order was submitted. Please understand that Temu's return and refund policy has a return window of 90 days after the day of purchase. Much as we would like to help you with the refund, we also need to respect the technical limitations of the system. Thus, we apologize that we cannot meet your expectation this time.
  
  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:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a shed from off Temu. I had to send it back. Which was four boxes Once I got to the *** store they inform me that I needed three more shipping labels. The company called the best furniture informed me that they would reimburse me for having to pay for the other three boxes. They only provided one shipping label. For a week straight, I have been going back-and-forth and everyone has been telling me they will get it situated and they will get it worked out. But after I returned the shed and they processed the refund, they told me they would not reimburse me for paying $430 for shipping labels.

  Business Response

  Date: 08/12/2024

  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 shed 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. Regarding the return charges for the returned package, please note that we can only refund the postage to your Temu Credit balance. Our customer service department emailed you on August 6 with an explanation through a support ticket. Please check your inbox for more details and respond accordingly.
  
  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:08/04/2024

  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 August 3 I completed a promotional game where if you complete all tasks on these two games, you win two coupons and two free gifts. However, after I had completed all tasks on both games all of a sudden I lost a lot of my completed tasks. When I contacted customer service. They completely ignored all of the proof that I provided And kept repeating the same answer. You have to complete all task to win. When I provided proof that I completed all tasks, they said someone would look into it, but it still has to be approved to even look at it. This is the second promotion that I have tried to do with them that they have failed to comply with

  Business Response

  Date: 08/12/2024

  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 "claim extra item by watering consecutively for x days". We are sorry to inform you that the rewards issued to you are consistent with the activity according to our rules and policies. Unfortunately, we cannot make exceptions to the rules for any individual participant. Please rest assured that the activity is real and valid. Meanwhile, we value your feedback and will continue to optimize the display of the activity page to provide a better user experience. To compensate for the time and effort you spent, we issued $20 credits to your Temu account on August 5. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 5. 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:08/03/2024

  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 put a couple of items in my cart stepped away from it to send my son off to work.. I came back to shop some more to see that they processed the two items without any authorization not even an email confirmation until ******************************************************* my cart which also were at a higher price. I was going to probably buy other items at that time I was livid and demanded a refund and was told it would take up to 14 days to get it back they offered no compensation and I advise them that this was a crime.. I believe this is larceny

  Business Response

  Date: 08/12/2024

  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. $34.51 has been refunded to your original payment channel and $0.03 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:08/03/2024

  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.

  Assert your rights as a consumer and demand the service you are entitled to! Despite purchasing from Temu on July 24, receiving the incorrect item on July 29 shattered trust and satisfaction. According to Temu's return policy, returning the item and waiting a week for a refund post-inspection is required. However, this is unacceptable as the seller should have verified the Amazon product before dispatching it.Proposing a reasonable solution for a partial refund instead of enduring a prolonged return process was met with rejection. Despite lodging a complaint and initiating a ticket on July 30, the issue lingers unresolved. Offering to receive the correct item first and return the erroneous one was also declined. Even if I retained the incorrect item, they could charge me to prevent financial loss. Nevertheless, they insisted on the return before issuing a refund.The concern now revolves around potential refund loss or additional expenses for the item. It is crucial to note that the mistake lies with Temu and the seller, not the customer. It is only fair to receive a partial refund or a replacement item before returning the incorrect one. Let us demand that Temu rectifies their error and upholds their commitment to customer satisfaction.

  Business Response

  Date: 08/10/2024

  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. We completely understand the distress and frustration that you have been through.
  
  After double-checking your case, we regret to inform you that, as per our company policy, we are unable to grant a refund without a return of the items you received. 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. Our customer service department has offered you an explanation through the relevant ticket on August 6. 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/03/2024

  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.

  Item lost in transit, past last delivery date, refund refused, request to escalate to manager refused by customer service.

  Business Response

  Date: 08/10/2024

  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 ($20.00) has been fully refunded to you. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 4. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 08/10/2024

  [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. 
  I immediately notified BBB that I was withdrawing my complaint as soon as I got the refund, so I am a little surprised I am being asked for this
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/02/2024

  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 issue is the harassment of receiving ads/pop-up ads from them. I have deleted, blocked and attempted to unsubscribe from them and I keep receiving their ads. This is an invasion of my privacy, which is AGAINST the law. Each time I make an attempt, ****** states that I will no longer receive any of their emails, but they continue. This company has been taking money (unauthorized) from peoples account and of course not returning the funds. Thats THEFT and fraud, which is punishable by the law. So I DO NOT wish to be bothered with them in any way shape or form.

  Business Response

  Date: 08/10/2024

  Dear customer,
  
  I am ******* from ********************. 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 valuable feedback and we feel terribly sorry for any inconvenience this may have caused.
  
  We understand that you would like to disable the ads that appear on such websites as your Yahoo backup security account. To disable the ads, you can try using an ad blocker extension on your browser. There are many free ad blocker extensions available for popular browsers such as ****** Chrome, Mozilla Firefox, and Safari. These extensions can help block ads from appearing on your browser. Alternatively, you can also adjust your browser settings to block pop-*** and disable personalized ads. This can be done by going to your browser's settings and selecting the appropriate options.
  
  Regarding your concern about the unauthorized transaction, we are also the victim, not the perpetrator if someone used your card to make purchases on Temu. We are committed to assisting you in resolving this matter and are treating it with the seriousness. To help us investigate the issue internally and support you effectively, we kindly request that you provide us with the following information to facilitate a timely investigation.
  
  1. Payment method
  2. The exact time and amount of the suspicious transaction
  3. The transactions ID or receipt ID
  4. Last four digits of your credit/debit card
  5. The screenshot of being charged
  
  Could you please send us the above information at *******[email protected] so that we can help investigate and assist right away? You can also visit www.temu.com/support-center.html for more customer service contacts.
  
  ********************** is committed to offering the most affordable quality products to enable consumers and merchandise partners to fulfill their dreams in an inclusive environment. With our strict privacy policy and proprietary data protection system, you can trust Temu to keep your information safe. We'll conduct our investigation right away once we receive more information from you. And we'll proceed with the refund process should we uncover any unauthorized charge. We appreciate you giving us a chance to assist you.
  
  We are more than happy to receive your reply and would like to verify it for you. If you need any other assistance, please dont hesitate to message us through Temu.com or Temu app live chat. Hope you have a great day!
  
  Best wishes,
  *******

• Initial Complaint

  Date:08/02/2024

  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 three items Men trendy color block shoes size 11 ,casual summer shorts set and a casual stripe shorts set women. offer choose of three free gift ,chose car seat cover, 1 set multifunctional bathroom wall cleaner,1 pc aroma diffuser Receive email July 30th that order was shipped notice that order only has two of the item order on this lists plus the three free items Waited a few days to see if shoes was being shipped separately no new email regarding shoes contact office August 2nd @**************.Talk with a customer service person. explain that the shoes that I order wasn't listed on shipped items. After sending to verify who I was along with order number was told he saw shoes on order which wasn't not shipped told he had to connect with some else who could help me connected to another person who tell me I had to spend over 40 dollars to get free items explain I did and that the previous person saw it on order. she basically tell me what I orders and shoes was not so they charge me for the free items .charge me 5.28 for aroma diffuser,3.44 for bathroom cleaner and 8.15 for car set cover. shouldn't have been charge for this. if order was read correctly I would had shoes on the list . if they had admit wrong and just shipped shoes wouldn't be problem. will be retuning everything once it get here. Saw nothing that said I had to spend a certain amount get free gift.

  Business Response

  Date: 08/09/2024

  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 the three items in your order ($17.89) 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 5. 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,
  ******