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:05/15/2025

  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.

  My order delivered is not working What will I do? How can I return? To what address will I sent. I throw away the receipt.

  Business Response

  Date: 05/21/2025

  Hello Romeo,
  
  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. 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 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:05/15/2025

  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 May 2, I ordered a heat press from Temu. It was shipped and supposedly delivered by ***** on May 4. I did not receive the heat press. I called ***** to state that I did not receive the package and they opened an investigation and found that my package was missing. In an email dated May 7, they directed me to contact the shipper. Since that day, I have been trying to get Temu to either do a reshipment or a refund and each time they denied my claim saying that the package was delivered. After many calls, and numerous platitudes about " this experience not what they want from me" I was able to get Temu to accept a 3-way call with *****. After that call, they again denied my claim. Temu refused to file the claim as ***** suggested and I have lost $157. This has been the worst customer service experience I have ever had with a company and I definitely have severed shopping ties with them.

  Business Response

  Date: 05/23/2025

  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 $157.13 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.
  
  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:05/15/2025

  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.

  Subject: Pattern of Deceptive Listings, Defective Products, Poor ****************. I am filing this complaint against Temu due to a pattern of serious issues I have experienced, including false advertising, defective products, poor customer service, and an unjustified freeze on my store credit. 1. Falsely Advertised Chair (Order ID: ************************, Order Date: April 12, 2025)I purchased a chair that was advertised as faux leather. When it arrived, it was clearly made of a rough, scratchy fabric not faux leather as stated. This type of material triggered pain and sensory symptoms due to one of my disabilities. I live alone and had no help, and carrying the nearly 60-pound box inside caused me physical injury due to my limited mobility.When I contacted customer service, I was asked to repackage the chair and take it back outside, which is something I physically could not do. I provided clear photo proof showing the incorrect material, but was repeatedly met with dismissive responses and no attempt to accommodate my disability or address the false advertising. Proof from other sellers/sites for same chair as well. 2. Defective Fan (Order ID: ************************, Order Date: May 4, 2025)More recently, I received a fan that didnt work upon arrival. I requested a replacement and asked for a different color to avoid repeat issues. Temu refused and insisted on sending the same model/color. After explaining again, they requested additional photos and videos even though I had already described the issue thoroughly.3. **************** Failures and Accessibility Violations Throughout both cases, Ive been repeatedly asked for more proof, ignored when providing documentation, and denied basic accommodations as a disabled customer. The customer service has been inconsistent, frustrating, and demeaning. Ive spent an unreasonable amount of time and energy trying to get fair treatment and Im still without resolution.

  Business Response

  Date: 05/22/2025

  Hello *****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused.
  
  We have checked your order details and found that you have initiated a dispute on the order with the chair, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company.
  
  Regarding the fan, we are pleased to offer a full refund for it. Our customer service department will provide you a detailed explanation about these issues you mentioned on May 22. Please keep an eye on your inbox.
  
  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:05/14/2025

  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.

  So I have purchased a mattress off of Temu and I ended up returning it. The seller explained that they received it. It passed inspection and theywere refunding my money now Temu is telling me that they did refund me my money on May 8 this morning a representative said they sent to a different account which was my Navy Federal account. Then I spoken with another representative and they said no they sent it to Cash App so I called Navy Federal and Cash App and they bothsaid they dont have no pending refunds and they dont have no issue refunds now I cant understand for the life of me. Why would these representatives be me different stories And keep applying that they refunded the money but yet I havent received it. So I need your help now.

  Business Response

  Date: 05/23/2025

  Hello Diego,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Upon checking, our customer service team has been working diligently with the relevant departments to thoroughly investigate and verify the matter. This comprehensive process requires some time to ensure that we provide you with accurate and reliable information. Our customer service department offered you an explanation regarding this matter through an email ticket on May 21 and they will provide you with feedback as soon as they have an update. Please pay close attention to your inbox and await the resolution.
  
  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:05/14/2025

  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 had purchased outdoor seat cushions from Temu. 4 cushions were vacuumed sealed. I opened one up and realized they were too big. I was told to return in the original box. Because they were vacuumed sealed I could not fit the one I opened into the original box. I was told to use a second box and Temu would reimburse me for my shipping charges, which came to $79.91. They received both boxes and credited me on my credit card the purchase price. All is good with that. Now Im trying to get reimbursed my shipping charges for that second box. They keep telling me they can only give to me in Temu credits. I asked for either a check or a credit to my credit card. They keep saying only Temu credits. Then at one point they said they could reimburse my ****** account and I accepted that. Then they said, oh, we cannot do *******I do not want a Temu credit, especially after all this. I do not trust them. I have a running chat message with them.

  Business Response

  Date: 05/22/2025

  Hello Jain,
  
  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 are pleased to offer you a refund of $79.91 to your Credit balance as compensation for the shipping fee. Our customer service department has also offered you a compensation plan through an app message on May 18. Please check your Temu 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 05/27/2025

  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,

  Jain

   

   

• Initial Complaint

  Date:05/14/2025

  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 put in a two item order on March 20, 2025, for $19.69. Finally on May 13th, 2025 I received the final item of my order. I checked my bank account to make sure I wasnt charged twice for this order taking 7 weeks. Somehow I knew something was wrong. Sure enough there was another charge from Temu for $32.30 from May 9, 2025. After contacting Temu, they said I ordered a ranchers hat on May 9. I Never ordered anything. I told them I wanted credit back on my card. They must have kept my card on file from March 20 and charged me for an item I didnt order. I read online of other people being sent & charged for items they didnt order. I thought keeping credit card info on file without the persons approval was illegal.

  Business Response

  Date: 05/21/2025

  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. 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. Additionally, we have noted your request for a return, and our customer service department has sent you the return label. We sincerely apologize for any inconvenience this situation may have caused and appreciate your understanding and patience.
  
  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 don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 05/21/2025

  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:05/14/2025

  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 haven't received a refund for my returned order PO-211-*****************. I have attached a PDF document that has all the documents for the return including an **** receipt and proof of delivery.

  Business Response

  Date: 05/21/2025

  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 sincerely apologize for the inconvenience regarding your concern. We understand that you returned the items and we conducted a thorough investigation regarding your returned items, and as per the result, our warehouse hasn't received any items. We regret to inform you that we are unable to support your request for a refund in this case.
  
  Our customer service department will provide you a detailed explanation regarding your order on May 21. Please keep an eye on your inbox.
  
  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: 05/21/2025

  this "answer" is just a copypaste from a falsely apologetic bot.
  I'll have to submit a chargeback and get my money this way. I have a document with all the proof prepared already.

  Business Response

  Date: 06/03/2025

  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 understand that you have returned the items, and we have carried out a detailed investigation into the matter. Unfortunately, according to our investigation, our warehouse has not received the 42 returned items. Regrettably, we are unable to process a refund under such circumstances. If you have any additional documents or information that can help verify the return, please dont hesitate to contact our customer service department.
  
  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:05/13/2025

  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.

  False advertised it was suppossed to be a complete glass shower enclosure with shower base pan and all I recieved was glass shower doors I contacted Temu and the seller on customer service chat message and each blamed the other for false description i requested for the missing shower base pan and to be exact size etc or similar base pan as what was advertised as included at time of purchase i was offered a discount on price to purchase the missing tem i declined the offer and requested multiple times to resolve the issue finally i requested full refund and i only recieved ****** with poor explanation saying that i returned part of a tem or it was damaged ii never opened the package and it was loaded and unloaded by the Shipping company i never even touched the tem because description on outside of package said doors only i immediately contacted customer service the package left exactly as it arrived ****** is the amount i paid they still owe me ****** and have made no attempt to resolve I purchased this on 04/07/2025 the claim number is same as order number followed by -D08

  Business Response

  Date: 05/22/2025

  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 are pleased to offer you a full refund for your order. Our customer service department will provide you a detailed explanation about the issue you mentioned on May 22. Please keep an eye on your inbox.
  
  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:05/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This seller through TEMU called AMAZING SELL (local warehouse) sent an item I ordered in a ****** box! BLOOD all over!!! Besides being completely unsanitary.When I opened the box (of storage containers that were made of plastic), a horrible smell came out of the box so toxic that I almost fainted. I contacted the seller through TEMU and they refused to help me. After TWO hours of emails and chatting they told me that they lacked tracking information for the product. Clearly, I had received it and the delivery service didn't enter it as delivered on THEIR end. Furthermore, this is a BIOHAZARD and this seller should NOT be allowed to sell goods to people in the *** that have BLOOD on them! Please please please look into this! I am attaching all the information here. I want my money back! $23.50 PS: I have a whole PDF with ALL the communication from this seller and your system doesnt allow for the upload. If you would like more information, please contact me and I will provide you with the chat history as well as any other documentation I have retained. Thank you.

  Business Response

  Date: 05/20/2025

  Hello Dilara,
  
  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 refunded to your original payment channel on May 14. Once the refund has been successfully processed, please note that it may take 3-5 business days for the refund to appear in your original payment method. 
  
  Our customer service department has also offered you an explanation through an email ticket on May 14. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:05/13/2025

  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 bought a couch from Temu for $958.71, and same day when I received it on March 19 I contacted the maker, which is Jimei Furniture due to first, defective furniture backs on two sections. Also extremly poor seat cushions. And second I ordered 136" Chenille Modular Sectional Sofa with 6 Seat Sofa with Movable 2 Ottomans, but I received 3 seat sofa measuring 97 with 1 ottoman. I've send them through the chat pictures of the defective areas and based on this they said contact Temu directly to ask for return labels. And I did explain same problem to Temu. Talked to *****, first he send me 1 label to send back a sectional couch, advised me to bundle the entire couch to one...?? Anyways, long story short I explain that it's not possible to do that. Then he told me to cancel the return. Then ask for another return request so he can send me 3 labels vs 1. Then advised me to take the huge couch my self to ****** I used 2 SUV's to take the entire packages to *****. Extremely inconvenience and frustrating experience. And after they received the return, I received a $449.84 instead of the $958.71.First time I reached out to Temu why I only received $449.84? They said the vendor is saying they are missing items. I explain that I did reach out to Jimei Furniture customer service for missing items, also the defective items. The *** then came out and said the vendor is saying there is items that are damaged. I explained again that I did send them pictures of defective items they should know thatAnyway I tried I still didnt get my full refund back till this day.I need to file a complaint and get rest of my refund back.

  Business Response

  Date: 05/20/2025

  Hello ****,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked your order details and found that you have initiated a dispute on this order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. 
  
  Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company and we will be more than happy to assist you with your request. 
  
  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,
  ******