Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Shopping.

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.
2,135 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:04/28/2024
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 used to be able to make purchases from this company, approximately a year ago I made a purchase that was disputed through paypal but was resolved, so I thought, until I tried to make a new purchase to which I was informed that there were limitations on my account, I called paypal. They told me there was nothing on their end indicating any limitations, I called Temu no one would talk to me. I tried later to make a purchase and I keep getting the same message that there are anomalies on my account and they are trying to work on it. It's close to a year now with same message and no one answers my phone calls. I don't understand what the issue is. I would appreciate any help you can give in getting answers from this company.
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. We regret to inform you that you are currently unable to place orders on Temu due to risk control measures that we have undertaken. Our customer service department has offered you an explanation via Online Chat. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. We appreciate your understanding in this matter. 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:04/27/2024
Type:Customer Service 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.
Temu allows people to use ANY EMAIL ADDRESS THEY WANT during checkout as a guest without ANY form of verification. This is fine for the customer because that means they don't have to make an account ... but it is TERRIBLE when some random person starts getting bombarded with e-mails from TEMU with absolutely, literally, NO WAY TO OPT-OUT. I do NOT HAVE AN ACCOUNT. I CANNOT LOG IN TO CONTACT SUPPORT. I AM NOT A TEMU CUSTOMER.THERE IS NO WAY FOR ME TO COMPLAIN TO TEMU BECAUSE YOU HAVE TO LOG IN TO COMPLAIN!!!It is NOT POSSIBLE to contact support unless you have an account, and it is AGAINST THE *** to just reset the other person's password and log in to complain.
Business Response
Date: 05/04/2024
Hello Bolivar,

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

Thank you for your feedback. We 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.

To manage your notification settings, please go to 'Settings' in your Temu app or on Temu.com, select 'Notifications' and then 'Edit', and toggle the button or slide to 'None.' to adjust preferences for alerts. If you are using Gmail, you may also click on the 'More' button in the upper right corner of the email and choose 'Stop seeing this Ad'. If you see ads on other websites including your browsers, 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 hope this information helps.

Regarding the account issue, your case is out of the norm. We will record your feedback - please be assured we highly value customers' experiences, and are continuously optimizing our services. We appreciate the opportunity to assist you.

Best wishes,
*******
Customer Answer
Date: 05/04/2024
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 response I received just goes to prove that TEMU and their representatives did not read and do not care about my problem.
Telling me I need to LOG IN TO THE TEMU APP to adjust my communications settings after I clearly and unequivocally told you that I AM NOT A TEMU CUSTOMER is less than helpful.
Additionally, it is not MY JOB to have to create an email filter every time some company randomly attaches my email address to someone else's order ... IT IS YOUR JOB TO ENSURE THAT THE ***** ADDRESSES ARE CORRECT IN THE FIRST PLACE.
Finally, once again, BLACKLIST MY ***** ADDRESS AND DO NOT ALLOW IT TO BE ADDED TO ANYONE ELSE'S ACCOUNT.

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,
Bolivar

Business Response
Date: 05/14/2024
Hello Bolivar,

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 details you provided and can confirm that your email address has been removed from our mailing list. Sorry again for any inconvenience. 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:04/27/2024
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.
On 4/136 placed an order PO-211-***************** it was marked delivered by *** on 4/24. I was NOT home and I reached out to *** by filing a lost claim. I received a voicemail that my investigation was closed my package was delivered by *** Sure post and that I needed to contact the sender in which I did. I don't know where the deliverer left my package but because it was marked "delivered" and that's all Temu cares about, Temu will NOT refund my monies. They confirm my address on file and tell me to check my mailbox and other locations where the package may be when I live in an apartment building. I sent the attached picture, but can't prove that the picture is NOT my door and that "delivered" should mean left with an individual or maybe in a mailbox. Not in public view.
Business Response
Date: 05/04/2024
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. We have checked the details you provided and can confirm that our customer service department has emailed you and has been following up on this issue 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: 05/04/2024
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.]

Sending a picture of a package in front of a door DOES NOT PROVE "DELIVERED". That is not my door, I did NOT receive a package and when I got the notification of a "package delivered" I immediately called the carrier company and was told to contact the sender. Temu wants me to somehow prove that I DID NOT RECEIVE A PACKAGE. I don't know how to do that! All Temu can show is a picture of a bag in front of an apartment door somewhere.

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,
April

Business Response
Date: 05/15/2024
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. We are conducting a thorough investigation and would like to assist you in resolving the issue as soon as possible. In order to do so, we kindly request that you provide a screenshot or proof of the reply of the carrier provided by the time you contacted them. To check the status of your claim on **** please visit their official website at ups.com. Click on 'View Claim'. If the status is still 'Claim in Progress,' please allow time for the process to complete. If the claim has already been completed, kindly provide with a screenshot as proof, so we can further assist you. Our customer service department has emailed you and has been following up on this issue through ticket ****************. Please check your inbox and send the requested information directly to them. Once the proofs are received, our team can further investigate and provide you with the best possible resolution. Thank you for your cooperation.

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: 05/16/2024
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 have been going back and forth with TEMU since 4/27/2024 about this package NOT being received and have been receiving template answers from them. I have provided the same and ONLY thing that I have from ***. A voicemail stating that they were not responsible and to contact the sender which was TEMU. Temu and ALL of their representatives are ONLY going by the fact that a delivery person clicked on a button marked "delivered" took a picture of a package in front of a door. THAT'S IT!!! As soon as I received the "delivered" notification, I immediately contacted *** who in turn told me to contact the sender and ever since then I have been asked to prove something that I CANNOT prove AND neither can Temu, but to show a picture that NO ONE can prove themselves where that package was delivered to AND I'm still stupid enough to buy things from this company but NOW had to purchase a mailbox.

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,
April
Initial Complaint
Date:04/27/2024
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.
Temu has already refunded me. Tracking Number: D10015059828504. On April 22, 2024, I contacted the OnTrac Support Team regarding my delayed parcel. They apologized and informed me that my package was missorted and sent to the wrong facility. They initiated an investigation and requested an update. I was advised to contact my seller for further assistance if I did not receive an update in my tracking within two business days. It has been more than two days, and I have not received an update.Additionally, I have filed Consumer Complaints against OnTrac with PissedConsumer, the Better Business Bureau, and contacted the ********** of ************** for further assistance.On April 25, 2024, I asked OnTrac the following: "So basically, you do not know which facility it was sent to by mistake?" OnTrac Support responded with the following: "We do know, which is where we have sent the request to correct the tracking and have the package delivered. Please allow two business days for updated tracking." If OnTrac knows which facility it was sent to by mistake, why is it taking so long to deliver the parcel? There has not been an update since April 20, 2024.Now, today on April 26, 2024, an OnTrac Support Agent stated the following: "Through my research into this package, I have determined that we are unable to confirm the status/location of your package. The best option is to contact your Seller for further assistance." Temu need to come to the realization that some of OnTrac employees are crooked, and my parcel may be lost, stolen, or missorted. I do not won't my packages to be shipped by OnTrac and if they are shipped with them in the near future, I will personally cancel order to avoid the hassle.
Business Response
Date: 05/04/2024
Hello Cordarius,

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

Thank you for your feedback and we are sorry for the inconvenience 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 you.

For matters related to logistics provider cooperation, we have a dedicated team who can better address your needs. Please feel free to email them directly at **************************************** anytime to discuss your inquiry in depth. They make every effort to respond to partner requests promptly and comprehensively. We appreciate you bringing this to our attention.

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: 05/07/2024
Good Morning, Temu!

Here are the order details:

Order number: PO-211-04505453199992568

OnTrac Tracking Number: D10015151597247

Purchase Date: May 4, 2024

I contacted Temu Support on April 26, ************************************************************ the future. I also informed them that if my packages are shipped with OnTrac again, I will cancel the order to avoid any potential issues.

Despite my request, my order was still shipped with OnTrac. If any issues occur with this order, please note that I have already notified you of my previous experience with OnTrac. I will not hesitate to report Temu and OnTrac to another ************************* if another issue occurs.
In addition, I also emailed ****************************************** regarding this on May/4th/24.

Thank you for your attention to this matter.

Business Response
Date: 05/15/2024
Hello Cordarius,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. Please allow me to brief you of the current status of your order PO-211-*****************:
OnTrac - D10015151597247, Delivered on May 12, 2024

We understand that you are not happy with your courier's experiences and you'd love to have your orders delivered via a different courier and not by OnTrac. We would like to inform you that you are indeed prioritized by ******** for delivery services. However, this specific order is being handled by Ontrac since it was determined that they are the best possible courier for this specific package due to the weight, size and destination of the package at this specific moment. 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 (********************************************************************************). 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 05/16/2024
Hello,

Also, I wanted to inquire about my order, number PO-211-*****************, which was shipped via Pitney ***** with tracking number **********************************. The estimated shipping date was between May 1, 2024, and May 16, 2024.

I would appreciate it if you could provide me with an update on the status of my order. If it does not arrive today, I would like to request a full refund.

Thank you for your attention to this matter.

Regards,
Cordarius
Initial Complaint
Date:04/27/2024
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 almost $30 worth of merchandise. It never got delivered. I contacted customer service, they opened a ticket. The next day the ticket got closed and I was told no refunds would be issued. Now I'm out money and no merchandise
Business Response
Date: 05/04/2024
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:04/26/2024
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.
I was on ******** and seen a ad for a camper window on temu so I clicked on it and then a wrong thing starts spinning and you stop it and I got 80% off so that window would have been $37.10 when I went to check out it was at $64.45 so I talked to them they tried to beat around the **** and never got anything resolved and finally I tried to order it again which they gave me extra credit and I tried to check out and it would not do it and it lost everything I don't know if you can do anything I'm just angry with them advertising a price and then adding almost $30 to it when you go check out I've heard this company's really shady and now I've experienced with by myself
Business Response
Date: 05/04/2024
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 are sorry to inform you that the rewards issued to you are consistent with the activity according to our rules and policies. Unfortunately, we cannot make exceptions to the rules for any individual participant. Please rest assured that the activity is real and valid. Meanwhile, we value your feedback and will continue to optimize the display of the activity page to provide a better user experience. Our customer service department has offered you a compensation plan and 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 send us more proof by messaging us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 05/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sendi
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:04/26/2024
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 HAVE BEEN TRYING SINCE DECEMBER OF 2023 TO GET A RETURN LABEL FROM TEMU TO SEND THEM THEIR ITEMS BACK TO THEM SO I CAN GET A REFUND BECAUSE THEY CHARGED MY CREDIT CARD TWICE FOR 2 IDENTICAL ORDERS WITH AN ADDITIONAL ITEM ADDED TO THE SECOND ORDER. THE FIRST ORDER WAS IN THE AMOUNT OF $125.00 WHICH THEY SENT ME A RETURN LABEL AND CREDITED MY ACCOOUNT. THEY REFUSED TO SEND ME A RETURN LABEL FOR THE SECOND ORDER. THEY CREDITED MY DISCOVER CARD IN THE AMOUNT OF $2.14 FOR THE SECOND ORDER STATING THAT THEY RECEIVED AN ADDITIONAL ITEM FROM ME WHEN THEY NEVER EMAILED ME A RETURN LABEL . THE ***** FOR THE SECOND ORDER WAS $135.21. I HAVE BEEN TRYING FOR 4 MONTHS TO SEND THEM THEIR MERCHANDISE BACK. TEMU TOLD ME TO REACH OUT TO AFTER SALE DEPARTMENT AND THEY WOULD NOT HELP TO SOLVE THIS EGREGIOUS ABUSE OF STEALING FROM THE CONSUMER.
Business Response
Date: 05/09/2024
Hello Laterrial,

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 Return & Refund. 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: 05/10/2024
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 have been going through this dissatisfaction over 5 months and they are asking me to wait again. This is unacceptable as I have submitted all the necessary documentaation.

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,
Laterrial

Business Response
Date: 05/20/2024
Hello Laterrial,

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 you. Plus, we were unable to process a return/refund for your order PO-211-*****************, because a chargeback has been detected on this order. Thus, Temu had not received the payment from your bank. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on PayPal or your payment channel. Please keep track of the bank's refund status. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company. Our customer service team 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
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.
Temu refund me on February 7, 2024 in amount of $125.50. On April 20, 2024, Temu credited my Discover Card in the amount of $2.14. Discover Card does not have a chargeback open for Temu. Why would I receive a $2.14 credit 2 1/2 months later if I disputed the $135.21. They are being deceptive and cannot provide any documentation of an open chargeback or open dispute from Discover Card. Temu need to reach out to their merchant contact information at *************.

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,
Laterrial

Business Response
Date: 06/12/2024
Hello Laterrial,

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 you and a refund of $2.14 has been issued to you for your order PO-211-*****************. We are sorry to inform you that we cannot support your return/refund request as your order PO-211-***************** has exceeded 90 days after it was submitted. Please understand that Temu's return and refund policy has a return window of 90 days after the day of purchase. Much as we would like to help you with the 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.

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: 06/14/2024
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.
They said I returned an item and they credited me for $2.14 when I never had a return label sent to me to return anything. I have been trying since December to get a return label and the communication shows. It's not my fault that the 90 day return window closed when I been requesting a return label over 6 months.

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,
Laterrial
Initial Complaint
Date:04/26/2024
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.
On Temus Affiliate Program I had invited over 100 people to sign up to my code on the 21st of January 2024. I had money pending (83) and submitted it to my paypal account, *********************** It has currently been more than 3 MONTHS since I have tried to send it to my account when ********************** explicitly said that my money would arrive in less than a week. Temu committed to giving me my hard earned money I worked for, HARD. I have tried to contact the company more than 7 times and each time no luck or solution to this bizarre situation. On temu, my account is ***************** I currently have 392 sitting in my account since that time and have been waiting for my transaction to pend for almost 5 months. This is my last resort, so please.. if you can, HELP ME OUT! Thank you.
Business Response
Date: 05/04/2024
Hello Savings,

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 "Affiliate Program". We would like to assure you that all of our programs are genuine and valid. Meanwhile, 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 further assistance, please send us more proof by messaging us through Temu.com or Temu app live chat.

Best wishes,
******
Initial Complaint
Date:04/26/2024
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 have contacted TEMU with my problem numerous times. I have mentioned to them I work from 8am-5pm & can't make it to my home in time of delivery. By the time I get home I search around my ************** no package. I have received other peoples packages which their address is not close to my address. My home doesn't have a porch or any secure place they can set my package without someone walking 10 steps from the sidewalk to my front door. I have contacted the shipping ************** send me back to the vendor to get a resolution. I have attached the 2 orders with amounts and the contact I have made to the shipping carrier. The vendor (TEMU) is set to not refund me nor reship at this point I just want a refund.
Business Response
Date: 05/04/2024
Hello Cendia,

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.

As for order PO-211-*****************, we can confirm that our customer service department has emailed you and has been following up on this issue 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 have additional questions, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:04/25/2024
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 an order from Temu on April 11th, 2024 and April 12th, 2024 and it was never delivered. I keep trying to tell them that the address they have on file is not correct. I have been back and forth with Temu customer service and creating tickets to no avail. Every single customer service representative keeps saying that the order was delivered and it has not been received I have asked for a refund numerous times and no one wants to help and they keep closing out my ticket saying that it has been resolved when it has in fact not been resolved. It seems as though they do not understand any questions I ask and it seems like I am speaking to a robot. I havent had any issues up until now and I am very upset about this matter. I am at the point where I am going to have to file a dispute with my bank as fraud to receive my money back since Temu does not want to refund me for items I have never received. My order number is PO-211-***************** and PO-211-*****************.
Business Response
Date: 05/03/2024
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 checked the details you provided and can confirm that our customer service department has emailed you and has been following up on this issue 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: 05/12/2024
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
I have been contacted by your customer service department, however a solution has not been provided. I have still not received my order or a refund. You guys refuse to reship my order and refuse to refund me as well. I am very upset about this and probably wont ever order from your business again.
Regards,
Anastashia

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. 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 address provided during checkout. 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,
*******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Temu.com is NOT a BBB Accredited Business.