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:05/18/2024

  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.

  Dear BBB Supervisors,I purchased items from TEMU.com. However, 5/17/24, the two small items were missed because the package arrived with a big hole (Please see TEMU online tracking screen shot/picture). I reported the incident and request TEMU to reship the missed two items. TEMU refused and insisted: "the package was intact and undamaged at the time of shipment from our warehouse." "the item(s) was indeed packaged, shipped and delivered to you." "we are sorry to hear that you find your package has been damaged on delivery. We kindly suggest that you contact the logistics carrier and seek an alternative solution from them"As I know, in *****************, it's common business practice that a buyer is only able to seek a resolution from the seller rather from the logistics carrier because the seller paid a fee for shipping with a certain level of insurance. However, TEMU did not want to follow such common business practice in the ***, and unprofessionally refuse to correct the things.I here request BBB educate TEMU about how it should act professionally if it wants continuously to do business in the *** and also BB could ask TEMU to reship the missed two items (4PCS Heavy-Duty Brass Garden Hose Connector Adapter).ORDER ID: ************************

  Business Response

  Date: 05/25/2024

  Hello Guang,
  
  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 PO-211-*****************-D02 has been refunded to your original payment channel (please see details in PO-211-*****************). 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 emailed you and offered you a resolution with a compensation plan through ticket ****************. Please check 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,
  ******

  Customer Answer

  Date: 05/25/2024

  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. 

  [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,

  Guang

   

   

  Business Response

  Date: 06/07/2024

  Hello Guang,
  
  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.
  
  However, after double-checking the details with our colleagues in the relevant department, we can confirm that two missing items for your order PO-211-*****************-D02 has been refunded to your original payment channel on May 19, 2024 (please see details in PO-211-*****************). 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. We appreciate your extreme patience and understanding.
  
  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:05/18/2024

  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 placed order PO-********************* on May 1, 2024. The package arrived May 14,2024 but only 3 of ************************ it. The package was not torn or open in any way. The package was also not large enough to have fit the items ordered, despite Temu's customer service insisting that the warehouse confirmed the missing items were packed. I provided Temu with photos of the bag along with its label and requested that they check the sizing and weight of package shipped as proof of my claim. Temu refuses to ship the missing items or refund the amount for the missing 8 items. This is not the first time that items have been missing, this is just the most excessive and I cannot look past it. A lot of the prior orders have contained defective or broken items whichI can understand due to shipping. I cannot understand how an order can be missing 8 out of 11 items though, and the dishonesty from customer service and their warehouse employees. I would like my items or a refund.

  Business Response

  Date: 05/25/2024

  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. We have checked your order details and found that you have initiated a dispute on the order, PO-211-*****************, 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 PayPal or your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. Our customer service department has emailed you and offered you an explanation through ticket ****************. Please check 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: 05/25/2024

  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. 

  The payment dispute was declined by temu and my balance is still valid and active by my creditor. Charges were not refunded and the dispute was closed. This happened multiple times for this order. Temu customer service has stated that they would refund me twice and used this as an excuse, but despite the dispute being over and declined for refund by temu, we have not been refunded. Although I trusted them initially, I now find it difficult to trust a company that promises a refund yet denies refund many times.

  Disputes were only opened when the company refused refund and have since closed due to company consistently denying the disputes.
  
  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: 06/06/2024

  Hello *****,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that all items in your order PO-211-***************** were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:05/17/2024

  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 had two orders that say they were delivered on the same day and neither one was at my residence. I reached out to the company and they would not refund or replace my orders. I spend a lot of money with them. They simply said that the carrier said it was delivered and that is all they could do. They then closed the case. I message back in again and they told me the same thing. These are my two order numbers. PO-211-***************** and PO-211-*****************. This is not the first time this has happened with this company but they have fixed it before.

  Business Response

  Date: 05/25/2024

  Hello April,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your orders PO-211-***************** & PO-211-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/17/2024

  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 have ordered some items from Temu, gave them all the particulars to no avail. Each time I contact them they ask the same question, this has been going on for five days. I ordered from them before with no problems, so I do not know what problem they are having with me. I did receive a phont call for the first time today (5 17 24). I know I can be hot tempered but they are frustrating and nothing is ever resolved, this is the reason for me contacting your company. I do hope you can help me or direct me in the right direction. Thank you *********************************

  Business Response

  Date: 05/25/2024

  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. Your case is out of the norm. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you don't mind sending us your order ID (PO-XXX) or other information, such as phone number or email address linked to your Temu account, please email us at ********************************** or via this portal, so we can help you resolve this issue as soon as possible. If you need further assistance, please message us through Temu.com or Temu app live chat by this link: **************************************************.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Temu is harrassing children and others, via *********** xbox gaming application making throw away accounts to messege people at random into buying their products. it's difficult to report every messege to ********** and that only deletes the throwaway account, I'd like to strike against this bussiness practice directly through the use of the BBB.

  Business Response

  Date: 05/25/2024

  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. As a customer-centric **********************, we feel terribly sorry for your unpleasant experience. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you see Temu ads on platforms like *********** Xbox gaming application or on other websites, please click the close icon on the upper right corner of the ads to decrease the possibility of the appearance of these ads in the future. We will record your feedback and our corresponding department has been working to improve all aspects of our customer experience, including refining our advertising practices. Please be assured we highly value customers' experiences, and are continuously optimizing our services.
  
  We hope this information helps. If you need further assistance, please message us through Temu.com or Temu app live chat to provide us with more details about the ad delivery so that we can better assist. We appreciate the opportunity to assist you.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/16/2024

  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 had ordered a large some of items for $141.85 on my second order (Only the first order of $203.19 is showing) and did not receive any confirmation email or any type of electronic receipt or ID confirmation for my order. I have looked and checked every email in my inbox and in the temu app. There is NO trace of this transaction whatsoever. I have proof of the large amount of money spent in my bank account regarding who took out the money and it was Temu. Aside from that my order just disappeared along with my money. I have contacted temu support and am only getting robot responses. All there Telling me is that "they understand" but they are not getting to the bottom of my issue and concern. They have no care about how i feel about this whole situation and are not even trying to solve the problem. They keep telling me to check all my emails or the app in which i already did several multiple times and that's all they keep saying. I honestly feel that i have been scammed!

  Business Response

  Date: 05/24/2024

  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 the transaction of $141.85 is not fraudulent. Our customer service department has emailed you and offered you an explanation through ticket ****************. Please check your inbox.
  
  Meanwhile, you can try the following methods available in the "Find Your Orders" card to locate your order:
  1. Click "Go to your orders" to access the "All orders" page in your account and see if there is a corresponding order listed.
  2. If you have previously used a different email or phone number or a third-party platform account to log in to Temu, you can click "Try signing in with other account" to try logging in with mentioned methods and search for your order.
  3. Another option is to select ************* to find order" and provide the order id, the email address or phone number associated with the account where the order was placed, or the payment information to locate your order.
  
  We hope this information can help. 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:05/16/2024

  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.

  When checking out on Temu of PO order PO-211-***************** on May 10th , 2024, I selected the wrong payment method. I used my card ending in ***2344 instead of affirm. Once I realized what I did, I immediately canceled that order. Temu refunded me $158. ************************ ***2344. However, they have charged me $182.43. When I contacted TEMU they said that was for the order I had canceled that I placed on May 10th. Now they will not issue me the refund of $182.43 that they charged my card.

  Business Response

  Date: 05/24/2024

  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 and the screenshots you provided and, after our investigation, we can confirm that we haven't detected any extra or unauthorized charges in your account. There were three orders placed with the transaction of $182.43: PO-211-***************** ($158.44), PO-211-***************** ($13.22), PO-211-***************** ($10.77). The orders PO-211-***************** ($158.44) & PO-211-***************** ($13.22) have been fully refunded to your original payment method. However, the remaining order PO-211-***************** ($10.77) has already been shipped, so it will be not possible to cancel it immediately.
  
  If you are not satisfied with any items you receive in this order, you may still 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 have any other question or concern, please contact us through www.temu.com/support-center.html so that we can help you look into this right away.
  
  Best wishes,
  *******

  Customer Answer

  Date: 05/24/2024

  [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:05/16/2024

  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 not received temu does not respond closes the dispute without resolving the issue.Order # - PO-211-*****************

  Business Response

  Date: 05/24/2024

  Dear valued 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 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 PO-211-*****************-D01 has been refunded to your original payment channel (please see details in PO-211-*****************). 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.
  
  However, based on the results of our investigation, we aren't able to provide a reshipment/refund for the remaining packages in this order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, "When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier." You can find more information about our policy on our website at ****************************************************.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ***** 

• Initial Complaint

  Date:05/15/2024

  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.

  In February, my order for $465 was processed. It made some shipments to fulfill order but maintained no one to address my requests for management. Management was asked for secondary to its policy to flip requests back online for self-help. Eventually, an ARS was generated at Temu for my items to return and that individual was asked to refund my ***** Only a partial refund followed and no management again. The only item kept were outlets 70.94 of $465 USD, so my refund due was for $394. Temu refused to refund my card used to purchase, it would not address my returns made, and no one came out to identify why.

  Business Response

  Date: 05/27/2024

  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 understand that you returned the item(s) and we have double-checked the details with our colleagues in the relevant department. As per the investigation result, our warehouse hasn't received all the items. Plus, we have initiated the refund on the items that our warehouse has received for now (please see details in PO-211-*****************-D01). We feel regretted to inform you that we cannot fully meet your expectation in this situation. Our customer service department has emailed you and offered you an explanation through ticket ****************. Please check your inbox.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 05/28/2024

  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. 

  First, the emailed response was not accepted for the reason that it never referenced second return. ***** never referenced that either here.

   Second, the refund requested from ***** was to go back onto my card of original payment but instead the suspended refund remains an in-house credit as if I was returning , which was clearly not the case if you read anything from me. 

  Third, I expect refund on my card except for the charge for outlets ($71). If Temu continues to sweep this under rug without addressing core issues that have been presented again here, the matter will go before Attorney General for review.

  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: 06/11/2024

  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 understand that you returned the items from the order PO-211-***************** and we have double-checked the details with our colleagues in the relevant department. Upon reviewing your order details, we regret to inform you that we could only find one return record associated with your order. Meanwhile, we verified that our warehouse was expected to receive 74 items, but was only able to receive 35 items from the requested sub-items to return, 2 additional items and 4 unidentified items. Therefore, a refund of 206.03$ was issued to your credit balance on March 6, 2024. We feel regretted to inform you that we cannot fully meet your expectation in this situation.
  
  Additionally, we are sorry that you are having issues with your refund. During the refund process, there was an option to choose to receive your refund as Temu credit or as credit back to your original payment method. It seems that you had chosen Temu credit. If this was not your intention, please please message us through Temu.com or Temu app live chat. Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. Thank you for your understanding.
  
  Best wishes,
  *****

  Customer Answer

  Date: 06/13/2024

  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. 

  First, BBB's Respondant ******* at ?**************? fromTemu was said "unknown" at the *********** call center Temu referred to in its reply. This is significant because it fleshes out th same lack of accountability at every level in Temu's s called ****************** No supervisor was "available" to "***" who took my call in *********** no behalf of *****/Temu. This means that *****'s words to BBB are hollow at best and my rationale for rejecting Temu's response follows. The refund requested is now $188 of the original $465.

  Second, ***** maintains the same echo chamber *** disclosed in Temu's 11JUN24 reply. Three months ago, Temu signed for a second return made that ***** glossed over ***** tracking 9534 9120 3144 4072 3175 42) and emphasized Temu's "regret" over instead of operational transparency. ***** also notice that her "colleagues in the relevant department" remain unavailable/unreachable since the moment my orders were placed.

  Third, it is not possible to understand or reach agreement if Temu pretends unavailbility in order to dodge its responsibility. In *****'s reply, she referenced "additional" and "unidentified" items. But those items ordered separately were also inside original 90 day return window. If the responsible party were called out, they would need to explain why items from prior order were not refunded. The reason both were returned together followed Temu's "first return only is free" policy. But in this context, it is plain that Temu simply dismissed my right to return items due for refund from separate order.

  Fourth, *****'s final paragraph emphasizes "an option" online we know that did not exist in the moment. Several email/chats online demonstrated its website dysfunctionality with respect for problems reported. Meaning, it sent several "not as described" items and it learned of items tracked "delivered" that were not received. On its website, there is no option for reporting Temu's issues which ***** evidently prefers to distance Temu from: "you are having issues with your refund." When Temu received my report of nondelivery, for example, it referred me to a post office in *******, AZ and added, "Have you checked with your neighbor?"

  This is not responsible conduct because at every level inside Temu agents like ***** ***** *** point and advise without respect for outcome while impersonating Support. When my packages that were received arrived torn open without documentation to make sense of this, it referred me to website which only acknowledged returns based on assumptions that ***** now presents here in Temu's rationale. ***** injects more chaos into this issue by stating, "please please message use through Temu.com or Temu app live chat," because those interactions were the basis for which BBB-GA was contacted. She speaks like *** who has no supervisor and who claims to value my feedback while maintaining the same dismissiveness that compelled me to find BBB.

  Since ***** reiterated the same slant that led me to BBB in May, I will report the missing $188 and this background info to Attorney General. Temu's refusal to escalate this longstanding matter is remarkable and evidently fraud. *********************, Temu's founder, should be available to listen in, not another outsourced agent who is clearly detached. *****'s unavailability to discuss facts that reveal Temu's narrative will not hold water, this kicks complaint # ******** forward without addressing the core "service quality" that no one discussed interactively.

  Thank you for clarifying this discovery process.

  
  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: 08/03/2024

  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 details with our colleagues in the relevant department. Upon reviewing your order details, we regret to inform you that we could only find one return record associated with your order. Our warehouse was expected to receive 74 items, but was only able to receive 35 items from the requested sub-items to return, 2 additional items and 4 unidentified items. Therefore, a refund of 206.03$ was issued to your credit balance on March 6, 2024.
  
  We fully recognize that the outcome may not align with your expectations, and we extend our heartfelt apologies for any disappointment this may have caused you. 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: 08/05/2024

  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. 

  Temu ,aka ******** has not addressed core issues presented many weeks ago. For example, 74 items were said expected , but 65 items were total here (no accountability). No valid reference was made to the second return Temu signed for at same address (9534912031444072317542).Temu signed for that in MARCH 2024, yet here to BBB, it thumbs its nose, because no Return Policy enforcement exists or administrator in oversight apparently.

  Temu presented apologies to justify its "highway robbery." Many items it faked fulfillment for , telling me to impersonate shipper at post office for non delivery, get this, by website popup. This ************ gets deployed redundantly to shut down other examples of "not as described" described items (market pants as "linen" but tags evidenced polyester or shorts that were never seen completely). 

  Temu's advertisements prior to purchase mirror its ***** show--by design glossing over untoward conduct. So everything this complaint called out Temu for was apologized for but then ignored in hindsight as if merit was a foreign word. Temu cannot be trusted is my take away.

  
  Regards,

  *******

   

   

• Initial Complaint

  Date:05/15/2024

  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.

  Delivery person states he left the package in the office. My housing community does not have an office. The picture shown by Temu is not a picture of my front door. I sent Temu a picture of my front door and it is obviously not the same location as the picture they sent me of the delivery. I have been on a chat with ****** for over 90 minutes. I have had 2 tickets closed with absolutely no resolution. Even the delivery man from PiggyShip states it was not delivered to the address given.

  Business Response

  Date: 05/23/2024

  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 checked the order details you provided and can confirm that your order PO-211-***************** 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 emailed you and offered you a resolution through ticket ****************. Please check 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,
  *****