Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,084 total complaints in the last 3 years.
2,131 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/30/2024
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.
Paid $90.00 for kitchen appliance to TEMU. Item came in damaged. ShopTemu does not allow returns, and only willing to refund for up to $25.00. There is only a 90 days warrantee, where it should be 1 year. Requesting assistance, not for the comany listed here, but for TEMU: link attached - ***************************************************** Item defective/Doesn't work.
Business Response
Date: 05/09/2024
Hello *****,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and can confirm that we cannot support your return/refund request as your order PO-037-***************** has exceeded the 90 days of placing the order. Our customer service department has offered you an explanation and offered you a compensation plan through ticket ****************. Please check your inbox and reply to them directly.

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: 05/21/2024
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:04/30/2024
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 downloaded this app through an advertisement on ******** that offered six items for free. However, once downloading the app, I could not get any of item for free. After raising the issue with Temu customer support, they gave every excuse imaginable to not honor the promotion all of which were false. It was obvious the ad is a scam and they had no intention of ever honoring it. They said they would instead give 20% off of my first purchase on Temu. They shouldn't be allowed to continue with their false advertising.
Business Response
Date: 05/07/2024
Hello *****,

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

Thank you for your feedback and we are sorry that you are experiencing difficulties with our promotional activities. The rules of our activities are stated on the activity details page. The offer you mentioned is exclusively for new app users (who participated in the program within 24 hours). Unfortunately, we cannot make exceptions to the rules for any individual participant. Please rest assured that our promotions are real and valid. 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: 05/08/2024
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,
*****
Hello,
Even when downloading the app following the promotion reward (within the first hour!), there were no items discounted or given for free like the award states and there was certainly no where in the promotion advertisement that had an asterisk or notation stating the award/reward needs to be claimed after 24 hours.
I suspect that the wheel lands on that "six item 100% off/free" for most users in order to increase downloads where it's then impossible to access the offer.
You said you would send an email, but I don't see anything in my inbox. Every customer support specialist has given me a different reason as to why they can't give the award, instead offering something like 25% off the next purchase, because the offer doesn't exist. This, in itself, is bait and switch, and a scam.
I hope the TEMU team gets fined for their scam advertisements and practices.
*****************

Business Response
Date: 05/21/2024
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 promotion activity for new app users did not meet your expectations. 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, following the instructions and purchasing the specified quantity of items. The terms and conditions for each promotion are clearly outlined on the respective pages, including any minimum spend requirements, eligible products, and expiration dates. Our customer service department has emailed you and offered you an explanation through ticket **************** on April 30, 2024. Please check your inbox.

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,
*******
Initial Complaint
Date:04/30/2024
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 #PO-211-06498918569593006 placed April 16th, said delivered on April 26th. Spoke with ******* who confirmed it was not delivered and said they have no control over refunds or reshipments, to contact the seller (Temu). Filed a claim ticket that the package was not delivered, Which was closed before allowing me to respond claiming that the package was delivered. It was absolutely not to I contacted support again and had to submit another ticket. Upon contacting customer service, both representatives I spoke with were dismissive, extremely rude and refused to provide any assistance, answers, or transfer me to a supervisor. This experience is beyond unacceptable and needs to be resolved in a timely manner. I have been a loyal customer, and have never had any issues until now. I have never had such an awful experience with a company. I truly hope Temu will redeem themselves and resolve this experience as I truly loved the company and products, Im so disappointed.
Business Response
Date: 05/07/2024
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-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:04/29/2024
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.
So I downloaded this app due to being spammed with free gifts and so on. Of course I was denied everything they were advertising. But then this happens I received security risks And when temu app literally said CONNECT TO WIFI I finally got the app to stop going wild and brought it up to customer service.And apparently they use my wifi to collect and obtain information??? Like ummm... This is a major red flag. Then the supposed ticket they opened they can only see on their side bc of "technical" issues. And I need to connect to my household wifi to use their platform (as I have store credits) on this platform. This seems borderline illegal...
Business Response
Date: 05/08/2024
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. We would like to assure you that all of our promotional programs are genuine and effective. We have checked the details you provided and can confirm that our customer service department has offered you an explanation and a compensation plan through ticket ****************. Please check your inbox.

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: 05/08/2024
Unacceptable. You removed my ticket off the platform. Your agents are breaking policy and trying to settle privately

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,
***

Business Response
Date: 05/21/2024
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. Please rest assured that all of our promotional programs are genuine and were 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.

Regarding your concerns about personal data security, Temu prioritizes the protection of privacy and is transparent about data practices. For further information, please refer to our privacy policy. We have checked the details you provided and can confirm that our customer service department has 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 regards,
*******
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.
Sir you literally didn't address anything. Nothing on TEMU is clearly stated. The explanation that was given was a copy and pasted closing of my complaint. ??? I'm not sure how you call that resolution. [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:04/29/2024
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 placed an order PO-211-***************** according to their records **** delivered it on 4/13 I never received it. I live in an apartment complex. I requested refund they denied I than requested to reship they denied. I either want a refund or items reshipped since I did not receive them. They keep saying it was received but have no picture proof showing it was received
Business Response
Date: 05/07/2024
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-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,
*****
Customer Answer
Date: 05/07/2024
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 can not show proof that it was delivered. I live in an apartment complex where packages are delivered to the wrong location daily and if you are not home to go seek them they you are out of luck at times. This information can even be provided by the office people. I dont want the money I want just the items that I paid close to $200 for. .]

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: 05/16/2024
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 completely understand the outcome may not always be what you were hoping for and sincerely apologize for the disappointment that the result brings to you. However, please note that this is the investigation result (the order PO-211-***************** has been successfully delivered to the address provided during checkout) that we have in hand and the following decision is made based on the principle of fairness and just. Please also find the attached proof of delivery that is displayed on the website of **** Thanks for 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 have additional questions, please feel free to reach out to us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 06/02/2024
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 am just wanted the items. I dont care for a refund. This is almost $200 worth of merchandise

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 taking the time to contact us regarding your recent order, PO-211-*****************. 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:04/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered $160 worth of items and because 2 items were made to order, I got 8 out of the 19 items partially delivered. I havent gotten a tracking update since April 19th on the items that havent arrived yet, and they originally told me that my package would arrive on April *****th. Its been 10 days and my order still says Being Checked At Customs I only got $5 in store credit when Id like primarily just like my package, but if Temu would give me store credit, Id like the rest of it as well.
Business Response
Date: 05/08/2024
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 Credit balance (please see details in PO-211-*****************). Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For detailed return instructions, please visit ****************************************************************.

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:04/29/2024
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 have repeatedly asked for a refund for this order PO-211-***************** because it was not delivered to me. I've had the customer service department tell me that it was delivered to the correct address and will not give me a refund despite their delivery guarantee policy! *** told them repeatedly that i did in fact not receive my order and have been denied a refund repeatedly by temu customer service at leat 12 times! This is not acceptable! I want a refund because temu is refusing to follow their delivery guarantee policy!
Business Response
Date: 05/09/2024
Hello ******,

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

Thanks for your feedback and we feel terribly sorry for any inconvenience this may have caused. Heartfelt gratitude are also extended to you for giving us a second opportunity to serve you in time. We have contacted our colleagues in the appropriate department regarding your concerns about your order PO-211-*****************. However, due to a large amount of enquiries that we have received for now, please allow some time for us to figure out a satisfactory solution to your case. Our customer service department has also been following on this case and we would inform you as soon as the solution is figured out.

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: 05/09/2024
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,
******

They have repeatedly denied my request for a refund and they say that the order was delivered to the correct address! When it absolutely was not! I will not accept anything else other than a refund on the order that I absolutely did not receive! For the amount of $118.55
Business Response
Date: 05/21/2024
Hello ******,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and can confirm that our team is still working diligently with the relevant department to investigate and verify this matter. This process may take some time to ensure that we provide you with accurate and reliable resolution. We apologize for the long wait this has been to you. Our customer service department has emailed you and has been following up on this issue through ticket ****************. Please check your inbox and reply directly to the email.

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 # ********. Temu has had over 8 months to resolve this issue and have repeatedly refused to do anything! I'm not happy at all with the absolute lack of customer service and refusal to give me the refund I've been asking temu for over 8 months now!
[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: 06/17/2024
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.

Thanks for your feedback and we feel terribly sorry for any inconvenience this may have caused. Heartfelt gratitude are also extended to you for giving us a second opportunity to serve you in time. We have checked our colleagues in the appropriate department regarding your concerns about your order PO-211-*****************, and can confirm that our customer service department has been following up on this case. Please check your inbox and reply to the email directly.

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: 06/19/2024
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,
******

I do not accept temu's response because it is the same response I have been getting from them for over 8 months now! They have done absolutely nothing! This is unacceptable! And I expect a full refund for this order that was not delivered to me! Please make sure that they understand that I expect a full refund for this please!
Initial Complaint
Date:04/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered merchandise from this company, never received confirmation of my orders I've tried contacting with no response, they finally sent me an order number for one purchase #******** I have not received any thing on the other purchase, I have not received any merchandise, but they have taken $86.11 from my credit card .They continue sending ads trying to get me to order more merchandise when they haven't taken care of orders already placed.
Business Response
Date: 05/08/2024
Hello **********,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your orders PO-211-***************** & PO-211-*****************-D01 have been refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method.

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:04/28/2024
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 for $ *****. Order number PO-211-*****************. Today on 04.28.24 it was supposedly attempted delivery but Amazon at 6:01. I came out at 6:07 and Amazon van still was there. I tried to collect my package but Amazon delivery guy refused to release my package without any logical explanation. I felt that it was discrimination case. Amazon tracking was TBA312879151342. Also another order PO-211-***************** with *** tracking 1ZC1X5840325935907 was stated was delivered but was lost or stolen. After multiple request to investigate I got negative result and basically lost $******. So totally I lost so far $ ***** + $ ******= $ ******
Business Response
Date: 05/07/2024
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 orders PO-211-***************** or 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:04/28/2024
Type:Delivery 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.
All I would like to do is exchange this item for a smaller size. However, I cannot find the order number or get adequate help from customer service.
Business Response
Date: 05/07/2024
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.
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.

Finally, if you are not satisfied with any items you received in this 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.

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,
*******
Customer Answer
Date: 06/03/2024
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 would like to know if Temu can combine all of my orders/accounts under this email: ********************? I am still having difficulty accessing my orders.

Thank you,
*******
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 completely understand the distress and frustration that you have been through. We recommend that you try again the following methods available in the "Find Your Orders" card to locate your order or switch to the account where your order was placed:
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 kindly request that you ensure you are logged into the appropriate account when initiating a return request. Due to our security policies and commitment to protecting your privacy data, if you still encounter difficulties in locating the your order or wish to modify any account information, please directly message us through Temu.com or Temu app live chat. We appreciate your extreme patience and understanding.

Best wishes,
*******
Customer Answer
Date: 06/12/2024
Dear *******,

Thank you for your feedback and we are sorry for the inconvenience this may have caused.We completely understand the distress and frustration that you have been through. We recommend that you try again the following methods available in the "Find Your Orders" card to locate your order or switch to the account where your order was placed: I do not know that. For some reason and I have no idea how it happened, but you seem to have another email address for me,which I know nothing about. You should only have one email for me and thats: ********************. Where did you (Temu) get another email address from?

1. Click "Go to your orders" to access the "All orders" page in your account and see if there is a corresponding order listed. There are two orders, but no the one I am looking for.

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. I should only have one account.

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. See order; do not recognize email address.

We kindly request that you ensure you are logged into the appropriate account when initiating a return request. Due to our security policies and commitment to protecting your privacy data, if you still encounter difficulties in locating your order or wish to modify any account information, please directly message us through Temu.com or Temu app live chat. We appreciate your extreme patience and understanding.

Is there some reason you cannot pick up the phone, call and actually help me find my order? This is ridiculous and my last order. I should not have to go through this. Can you not put all of my orders under the email address listed above?

Best wishes,
*******

Regards,
*******

Business Response
Date: 08/01/2024
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 double-checked the details you provided and can confirm that our customer service department has offered you an explanation through online chat on Jun 4.

We recommend that you try again the following methods available in the "Find Your Orders" card to locate your order or switch to the account where your order was placed:
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.

To protect your data privacy, it is not recommended to list your orders here. Please log in to your account and message our customer service agents, who are empowered to provide a quick and thorough solution.

Best wishes,
*******

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