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:05/15/2024

  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.

  Bought a wireless phone charger/Bluetooth speaker off TEMU. I reached out very civil at first. After they literally gave me every excuse then offered a 7$... Refund after this item scorched my phone, literally causing me to owe on a device that's burnt. ****************** asked for proof obviously I sent. BILL-REPLACEMENT ITEM ITSELF THATS BEEN FRIED PHONE PHOTOS And much more after being told they would work with me if I did. That was a lie, after I seen the smoke and could smell a god awful smell I threw device on a pizza pan(all I had close) then got rid of that day. The way this platform has acted with this I believe is terrible and should be held to somewhat accountability, THE WEIRD part is after this complaint, this item was immediately removed and discontinued. Refusal of a compensation for my device I insisted in-store credit or a gift card for half the amount that it cost me. Was offered 7$ and a sorry.

  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.
  
  We have received your feedback about the wireless charger. As a consumer-centric company, we sincerely apologize for the inconvenience this may have caused. Your information is well received and our corresponding department has been implementing strict policies and control measures to ensure product quality and accurate product descriptions. We can confirm that our customer service representative has already made a special request for a $120 credit to your account along with a 20% off coupon as a one-time courtesy. We trust that this action demonstrates our commitment to delivering exceptional customer service and contributes to rebuilding your trust in our brand. Thank you for your understanding.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. We will constantly review the customer satisfaction and optimize the quality of customer service. If you need further assistance, please message us through Temu.com or Temu app live chat. Thank you for your understanding.
  
  Best wishes,
  *******
  

  Customer Answer

  Date: 05/23/2024

  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 ************************************** infact never offered that amount. Never once. Also, I provided all proof of 500$+ device replacement. The item smoking (videos) and on top of that re opened this ticket several times as your agents blew it off and closed multiple. Over 30+ days they refused to compensate me even half of the repairs (even in store credit) I have motioned to push this further nonetheless. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 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 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 a $120 credit and a 20% off coupon have been issued to your account on May 20, 2024. The credit account can be seen on the personal center page of APP version 1.4 or above. The account name is credit balance. To view your credit balance, you can:
  1. Sign in to Temu app or Temu.com and go to 'You' for Temu app and your username for Temu.com.
  2. Click "Credit balance" to view your balance details.
  
  Meanwhile, after carefully reviewing your request, we regret to inform you that we are unable to offer any further compensation at this time. Our customer service team has emailed you and offered you a thorough explanation through ticket ****************. Could you please check your inbox? Thank you for your patience.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. We will constantly review the customer satisfaction and optimize the quality of customer service. If you need further assistance, please message us through Temu.com or Temu app live chat. Thank you for your understanding.
  
  Best wishes,
  *******

  Customer Answer

  Date: 06/06/2024

  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. 

  Well temu wanted videos, screenshots, my providers number, email, I literally gave them everything. Sure enough it was confirmed that 500$ device replacement was issued. (Temu is well aware and was informed this was on there product) I stated specifically I wanted full compensation, after a flat out no. I made one last off of half of what it cost me 250$ would be that number. They then issued HALF of that. Say they gave me 1/4th of what there item caused in price. IN CURRENCY ON THERE OWN PLATFORM. So this is why I'm here. If they wanna do credits. Then that needs to be in full or they need to provide my card half of what the replacement cost. Mind you this item is literally sparking and smoking. And it's a alarm clock phone charger. Extremely dangerous. 

  [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:05/14/2024

  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 purchased a lot of items they split my order into five I only received three they give me a refund for one. I wrote the delivery company because you cant called them (UNIUNI) and I wrote to Temu that they keep leaving my packages in the lobby and not by my door or they do t even attempt to see the f Im home or not but I received a picture saying it delivered but I didnt receive it. I file a ticket with Temu and they closed it and dont refunded my money or send a new card order

  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-*****************-D01 has been refunded to your original payment channel (please see details in PO-211-*****************). However, based on the results of our investigation, we aren't able to provide a reshipment/refund for your package with tracking number UUS4550838244274215 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 ****************************************************. Our customer service department has emailed you and offered you an explanation through ticket ****************. Please check your inbox.
  
  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,
  ******

  Customer Answer

  Date: 05/23/2024

  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,

  Rahnisha

   

   

• Initial Complaint

  Date:05/14/2024

  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 was on the internet searching boys football equipment and Temu popped up. I clicked on the link and there was a spin wheel I spined the wheel and it came up 100% off I claimed it or whatever then another wheel came up and got three items, at 100% off I selected three items but nothing saying about the 100% off three items. There was a option for coupons and offers and credit. At check out it has a total, it should be zero but it is not.I have tried contacting customer service. But another spin wheel pops up.

  Business Response

  Date: 05/22/2024

  Hello *****,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for any inconvenience. We regret to hear that your recent experience with our 100% off promotional activity did not meet your expectations. As per the investigation result, we can confirm that you haven't placed your order via our specific promotional campaign page. We want to assure you that the promotional offer is genuine and was designed to provide our customers with an exciting opportunity to access exclusive deals and discounts. We also want to emphasize that it's essential to ensure that you are navigating to the correct promotional campaign page before adding items to your cart and proceeding with checkout. The terms and conditions for each promotion are clearly outlined on the respective pages, including any minimum spend requirements, eligible products, and expiration dates.
  
  We are sorry for your experience and we'll continue to improve the transparency of these promotional activities. 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: 05/22/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS IS BY FAR THE WORST CUSTOMER SERVICE I HAVE RECEIVED! This ********************** continues to refuse to refund items I have shipped back to them. They obviously do not have a working and organized operation because they refund things that were not requested for a refund and the ***** I DO RETURN, THEY REFUSE TO REFUND. WHAT IS WRONG WITH THEM. iF I DO NOT RECEIVE A REFUND FOR RETURN PO ID - **************************** I WILL SPLATTER ALL OVER THE INTERNET AND WILL NOT STOP THAT THIS IS A HORRIBLE BUSINESS TO DO BUSINESS WITH!!!!!!!!! I WANT MY MONEY BACK! THE FOLLOWING HAVE BEEN RETURNED AND HAVE AN ONGOING DISPUTE WITH TEMU FOR THE *****:(seaborne transport) Athwel Vanity Desk with Large Lighted Mirror for Valentine's **** 43.3" Makeup Vanity Table with 7 Drawers & 10 Lights Bulbs, 3 Lighting Colors, Make Vanity Desk for ***** Girls - White $177.99 - PO-211-***************** Stylish Argyle Quilted Crossbody Bag with Chain Strap - Perfect for *****'s Fashion and Everyday Use $17.24 - PO-211-***************** 1pc, Large Battery Portable Air Conditioner Fan - 5-speed Cooling Fan with *********** and 720 Surround Air Blower for Office, Camping, and RV - Perfect Thanksgiving, Halloween, and Christmas Gift $11.24 - PO-211-*****************

  Business Response

  Date: 05/22/2024

  Hello ******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We understand that you have returned the items and we have checked the details with our colleagues in the relevant department. As per the investigation result, our warehouse hasn't received the items you mentioned. We have initiated the refund on the items that our warehouse has received for now (please see details in PO-211-***************** & PO-211-*****************, etc.). We feel regretted to inform you that we cannot fully meet your expectation in this situation. Our customer service department has emailed you and has been following up on this issue through ticket ****************. Please check your inbox and reply to them directly.
  
  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: 05/31/2024

  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,

  Briana

   

   

• Initial Complaint

  Date:05/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe Temu practices business in the U.S fraudulently. They have games that say get 5 items for $0 for you. You select the 5 items, then they offer you a bonus item. So now you get 6 items for $0. App tells you to spin then gives you ultra access for easy saving. But, you cant look at reviews and all of a sudden theres only 1 picture for the item. Then you start inviting, but first you have to cut price, the system automatically cuts the equal price to 5 of the gifts but not the bonus. complete process, Each time you share it cuts a few dollars off but NEVER cuts enough to get your 6 free items. Even though the rules say what person needs to accept to get 6 items for $0 and free shipping. So here I am 2 hours later with no progress. **************** told me I have to keep playing, game slows down the closer I get but I just have to keep inviting people. Thousands of Americans use the app and get sucked in. Its literally causing us to ******. Spend more money withe the games so you can win more but then you dont win what the app says you will win so you keep playing their games. Its pure ************ honestly shouldnt be able to have an app in the **

  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 that you are experiencing difficulties with our promotional activities. Based on your description, we understand you are enquiring on our games that requires invitation. We are sorry to inform you that after a thorough investigation, we can confirm that the rewards issued to you are consistent with your activity in the game according to our rules stated on the activity details page. Plus, we would like to assure you that all of our referral programs are genuine and effective, and numerous users have already successfully completed the tasks and received rewards through their own efforts. We highly recommend that you continue participating in the events and inviting more new users to complete the tasks. Our customer service department has proposed you a compensation plan via Online Chat. Please reply to them directly.
  
  If you need detailed explanation of the specific activity that you once participated in, our kind suggestion is to contact our customer service through ******************** and ********************** app live chat. Thanks for your patience.
  
  Best regards,
  *******

  Customer Answer

  Date: 05/24/2024

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

  [I received the same response in the Temu chat. I sent at least 5 messages to ppl and the game said 1 person needed to accept in order for me to receive $200 worth of items. One person accepted & then I had to keep playing the game but there was no one to forward to. I had already posted on social media, sent text & email. First picking my items, then sharing the app took over 2 hours. Its also deceptive because these games remove the reviews, remove images with multiple views so you have to go by picture alone which takes longer to decide. I dont like that you cant change settings to remove the games which pop up every minute or less. You are in a sense forced to play their games or spend tour time clicking the X.

  I know now that limit is a waste of time to play the game & Temu is not willing to admit their deceptive practices. If I choose to shop, I will no longer play the games.]

  
  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: 06/05/2024

  Hello ********,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We 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 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.
  
  If you need detailed explanation of the specific activity that you once participated in, our kind suggestion is to contact our customer service through ******************** and ********************** app live chat. Thanks for your patience.
  
  Best regards,
  *******

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Temu Account ID: **************** | Order Number: PO-211-***************** Temu changed the shipping method of my order without my consent, despite my initial selection of express shipping for a purchase totaling $450. This alteration caused significant inconvenience, particularly as I had made the purchase in preparation for an upcoming trip abroad. Intended as Christmas presents for my family, the items were crucial for my trip. However, due to Temu's modification, the delivery arrived after my departure, rendering the purchase useless for its intended purpose. Immediately after returning to the ** I contacting Temu and I attempted to initiate a return. However, the app indicated that the return window had expired, a consequence of the delayed delivery caused by Temu's actions. Subsequent attempts to resolve the issue involved multiple calls (over 20 hours on the phone) and countless emails in the past 2 months in communication with various representatives and supervisors. Following extensive discussions, one supervisor acknowledged Temu's responsibility for the situation and agreed to issue a full refund for the items I wished to return. Despite assurances, the refund received was only partial, amounting to $84.34 out of the anticipated $258. This discrepancy, totaling approximately $190, remains unresolved. The ongoing ordeal has been emotionally taxing, compounded by the disappointment of being unable to fulfill my intention of gifting my family. Despite my efforts to retain as many items as possible from the original order, the persisting discrepancy in the refund exacerbates the frustration caused by Temu's actions. I expect Temu to honor the commitment made by their supervisor over the phone and rectify the outstanding refund balance. This whole process has been frustrating and disrespectful. I have all the emails, chat screenshots, besides several other details about this terrible experience.I'm attaching some emails, but I can provide extra information.

  Business Response

  Date: 05/22/2024

  Hello ******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and are sorry to inform you that we cannot support your return/refund request as it has exceeded 90 days return window. Much as we would like to help you with the return and refund, we also need to respect the technical limitations of the system. Thus, we apologize that we cannot meet your expectation this time. Our customer service department has offered you an explanation through ticket ****************. Please check your inbox.
  
  We also want to emphasize that, according to our return and refund policy, if you are not satisfied with any items you received, 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 (********************************************************************************). 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: 05/22/2024

  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 # ********.

  It is evident that the response I received is yet another of the copied and pasted emails that Temu sends without any regard for my specific situation. This is exactly the kind of response that led me to contact the BBB to find a better solution. For months, each representative has said the same thing about the 90-day return policy. It is clear that this window has closed, and the reason is a mistake made by Temu that caused all the problems I am experiencing since they changed my delivery method. I do not accept this response after months of contact, including communication with the escalation team. This treatment is extremely disrespectful, and I will not accept it anymore. I request proper handling of my case by people who have the authority to honor the commitment made by a supervisor to provide me with a full refund for the items I selected to return. IIt is absurd that a representative would reply with this kind of response for a case like mine. This attitude itself speaks volumes about the lack of professionalism, care, and character of the company. I really expect Temu to do more to solve a problem they created in the first place. I hope I don't need to spend another two months trying to get my money back and end this nightmare that my experience with Temu has been.

  Regards,

  Kamila

   

   

  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 this may have caused. After conducting a thorough review of your order information, we can confirm that all packages within your order have been successfully delivered within the estimated delivery timeframe (Dec 5, 2023 MST - Dec 13, 2023 MST). Please allow me to brief you of the delivery time of packages in your order PO-211-09876311573112589:
  Package 1: BG-23113055RLSWCALE, delivered on Dec 7, 2023 12:58 pm MST
  Package 2: BG-23113052BTXRYMM7-01, delivered on Dec 5, 2023 12:48 pm MST
  Package 3: BG-23113052BTXRYMM7-02, delivered on Dec 6, 2023 12:55 pm MST
  
  Unfortunately, we are sorry to inform you that we cannot support your return/refund request as it has exceeded 90 days return window. Much as we would like to help you with the return and refund, we also need to respect the technical limitations of the system. Thank you for your understanding.
  
  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:05/13/2024

  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.

  Ive purchase some stuff never got it and temu wont show me the price of delivery at my door and wont issue my refund cause the delivery company put deliver without any prove and the supposably thats enough for temu to not issue a refund

  Business Response

  Date: 05/22/2024

  Hello ********,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-037-*****************. 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:05/13/2024

  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 time: Mar 28, 2024Order ID: ************************ Amount: $281.18 Total Items: 13 I have been attempting to reach Temu for the past two months regarding a delivery issue. They continue to insist that the product was delivered, despite my efforts to contact them and the courier company. I also tried to communicate with their contact person, but received no assistance. I can provide screenshots of our conversations if needed. Additionally, I asked my neighbors if they had received any deliveries from Temu, but none of us have seen any package. Resolving this matter has been a prolonged effort, and I would greatly appreciate your assistance. Please let me know if you require further information.

  Business Response

  Date: 05/23/2024

  Hello Varun,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-037-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. Our customer service department has emailed you and has been following up on this issue through ticket ****************. Please check your inbox.
  
  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,
  *****

  Customer Answer

  Date: 05/27/2024

  Dear Temu Customer Support,
  I hope this email finds you well. I am writing to express my dissatisfaction regarding an unresolved issue with my recent order. Despite receiving a satisfactory response from your team addressing my complaint, I have still not received the product.
  I have also contacted the shipping company, who advised me to reach out to Temu for further assistance. As a long-time user of online platforms, I have never experienced such an issue before and am quite disappointed with the current situation.
  I kindly request immediate action to resolve this matter. Please provide an update on the status of my order and the steps being taken to ensure its prompt delivery.
  Thank you for your attention to this matter. I look forward to your prompt response.

  Thanks
  

   

   

  Business Response

  Date: 06/11/2024

  Hello Varun,
  
  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 taking the time to contact us regarding your recent order, PO-037-*****************. We understand your frustration and apologize for any inconvenience caused.
  
  After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.
  
  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 feel free to reach out to us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Temu refuses to issue the refund owed to me and refuses to provide customer service. ****************************

  Business Response

  Date: 05/20/2024

  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-*****************-D01 has been refunded to your original payment channel on May 7, 2024 (please see details in PO-211-*****************). Once the refund has been successfully processed, please note that it may take 1-5 business days for the refund to appear in your original payment method. Our customer service team has emailed you and offered you an explanation through ticket ****************.
  
  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:05/13/2024

  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 bought clothes and my order code is:BUFZA60415183120YQ. My goods have arrived in *************Your appointed logistics company is not delivering. I have payed Vat and Tax but I am told the haven't received my payment. Proof of payment:BUFZA60415183120YQ

  Business Response

  Date: 05/22/2024

  Hello Tinyiko,
  
  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 feedback is extremely valuable to us and we are sorry that you have not received your package BG-24042154HRQ2WVD4. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive (Temu credits) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************. 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. We hope that this explanation helps. If you need any assistance or if there is anything that is still unclear, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****