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

5,077 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:04/19/2024
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.
so i won the game on temu. it was a mini game called redeem coins i have completed the game then when i went to cash out my winnings that i worked very hard for it says verification failed due to unusual activity inconsistent in the program. *** talked to support many times and they have not helped what so ever. they keep giving me the same response and telling me to try and redeem again and i did that but its still giving the same pop up message. support told me thier self that there is no issues that i should be able to redeem but its not letting me. this has gotten out of hand and is still not solved after 3-4 days of trying with thier support team. i just want the money that i worked hard for.
Business Response
Date: 04/28/2024
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 are experiencing difficulties with our "redeem coins" activity. We have checked the details you provided and can confirm that our customer service department has emailed you and offered you an explanation through ticket ****************. Please check your inbox. Meanwhile, we want to inform you that we value your feedback and will continue to optimize our promotional activity to provide a better user experience.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If the problem continues, please message us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 04/28/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
i talked to support many times and they have done NOTHING ABOUT IT!!! Ive talked serveral times to them and they are no help at all! i told u guys i was gonna contact the BBB if it was not solved. i needed that money for my daughter you guys continued not to help at all!!!

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,
Marilina

Business Response
Date: 05/06/2024
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.

After double-checking the details with our colleagues in the relevant department, we can confirm that our system has detected some potential risks associated with your account. Thus, the reward of Redeem Coins was issued in the form of multiple coupons. We understand that this situation may cause inconvenience, and we sincerely apologize for any distress this may have caused. Our primary concern is to ensure the security and proper use of all accounts on our platform. 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 the problem continues, please message us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 05/06/2024
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.
I DID NOT WORK HARD FOR COUPONS!!! I WORKED HARD FOR THE MONEY TO PROVIDE FOR MY CHILD!!! I WANT MY MONEY!!!!! THE $70 WOULD OR BOUGHT ME GROCERIES FOR THE ******* YOUR SUPPORT IS NOT HELPFUL AT ALL!!! I TOLD U GUYS MANY TIMES I WAS GONNA CONTACT THE BBB AND U GUYS DIDNT CARE!!! YOU GUYS TOLD ME AT FIRST THAT IT WAS FIXED AND THAT I SHOULD BE ABLE TO WITHDRAW NOW YOUR SAYING COUPONS WAS ISSUED???? I NEVER CLAIMED THE COUPONS!!

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,
Marilina
Initial Complaint
Date:04/19/2024
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.
PO-211-***************** OnTrac showed they delivered to wrong address. ************************************** and Im at ************************. Temu has closed about 20 tickets I submitted and denied my request. Ive spend about 4 hours on the phone and countless hours online trying to get refund. *** told them they delivered to wrong address but they didnt address that concern, they just denied it and closed yet another ticket.
Business Response
Date: 04/28/2024
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 ****************************************************. 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: 05/01/2024
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 have an address that is not mine. I do not live at ****************** I live at ******************************** These are different addresses, different front doors, different people who live there and my orders aren't to be delivered to another addresss. 3608 ***** is on the street and very likely could have been taken. I live along the creek, not near the street. I uploded a picture from OnTrac showing the delivery was incorrect and a pic of what I have on Temu of my PROPER address where the package should have been delivered.

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: 05/15/2024
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.

We have carefully reviewed your order details and conducted a thorough investigation. However, after reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout. 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.

In case you believe there might be an error with the shipping address recorded, please contact our customer service team so they can assist further. We would also recommend double-checking the delivery location to ensure it wasn't mistakenly placed or overlooked. 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: 05/16/2024
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.
Show me the original delivery address history. I showed you the proof I have, you should do the same, honestly. This was NOT correct at any time in temu history. I know my address and don't place another person's address. I DID NOT RECEIVE THE PACKAGE, and I should NOT have to pay for something I didn't recieve. Give me my refund because I don't want to pay for something I didn't recieve. Do you???? I will be using my experience and my voice to make as many aware that you have frauded me.
To me, it seems you don't want to show me the address I had on temu because you didn't sent the correct address to OnTrac.

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:04/19/2024
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 bought a light up watch and it not working can u send me a light up watch please thank you ******
Business Response
Date: 04/24/2024
Hello ******,

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

Thank you for your feedback and we are sorry for the inconvenience that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.

If you are not satisfied with any item(s) you received in your order PO-037-*****************, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.

The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
******
Initial Complaint
Date:04/18/2024
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.
Refusing to refund mouldy, wrong items, and damaged. I have no way to print a return label. Provided proof with pictures of the mould and other issues. Mailing mould is a health hazard for everyone involved!This isnt allowing me to upload the rest of the photos but I have them saved for when requested
Business Response
Date: 04/24/2024
Hello ******,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that a refund (CA$42.23) has been issued to your Credit balance on Apr 19, 2024 (please see details in PO-037-*****************). Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For detailed return instructions, please visit ****************************************************************. 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 04/24/2024
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.
[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.]
they only agreed to refund after I complained here and provided them screenshots that I complained here. I would like to reiterate that mould/mold is hazardous to be mailing.

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: 05/02/2024
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 mouldy items. As a consumer-centric company, we sincerely apologize for the inconvenience this may have caused. Temu is an e-commerce company that connects consumers with millions of merchandise partners, manufacturers and brands with the mission to empower them to live their best lives. Temu is committed to offering the most affordable quality products to enable consumers and merchandise partners to fulfill their dreams in an inclusive environment.

We want to assure you that a refund (CA$42.23) has been issued to your Credit balance (please see details in PO-037-*****************). 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.

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,
*****
Initial Complaint
Date:04/18/2024
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 will not give me a refund i bought stuff my package did not show up and i would like my money back
Business Response
Date: 04/24/2024
Hello *******,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order PO-211-***************** has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Our customer service department has emailed you and offered you 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,
*******
Initial Complaint
Date:04/18/2024
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 with Temu, order number PO-211-***************** on April 6 in the amount of $222 for 28 items. I received a first package with 2 items on April 17th. I checked my order on April 18th and saw that the second package with 26 items had been delivered on the 16th. I did not receive that package. I contacted Temu who told me to contact Ontrac. I contacted ****** who told me the package was delivered. For two hours i went back and forth between Ontrac and Temu not getting anywhere. Both told me that the package was delivered. I asked for a picture of my house and the package taken at the time of delivery showing that the package was delivered. They send me from pillar to post not getting anywhere. It was like talking to a wall. They asked me to provide proof of the delivery, which hadn't taken place! I asked them if they could find a picture of my house showing the package was delivered. They couldn't provide that proof of delivery. I kept getting a generic chat message, the same one, over and over again, that they apologized for the inconvenience but at their end (Temu) it showed the package was delivered so they couldn't process a refund. I checked my door bell camera and I have no delivery on the date and time the so said package was delivered. There was no delivery on the 16th at 2:00PM. At least I have proof that the package was NOT delivered. I lost $222 by not receiving my package, and Temu is not willing to investigate or do anything about it. They offered me $10 in compensation.
Business Response
Date: 04/24/2024
Hello ********,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your package BG-24040755XHBHLYYU. 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:04/18/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PO-211-***************** order number.I never recieve the package. I contacted *** immediately and than I made a police report. I offered TEMU the report number and contact information but they declined stating that once there department is looking over it. They cant further investigate.I never had this many issues. TWICE in a row my packages have been mishandled and now disappeared.I order from them faithfully and just want my money returned. I dont have the things I purchased and have tried to work with you to show that its the truth..
Business Response
Date: 04/24/2024
Hello ******,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. Most packages arrive between 6-22 days. Please allow me to brief you of the current status of your order:

PO-211-21010767975031503
1Z6079EV6734942865 - **** delivered on Apr 17, 2024 at 2:58:24 pm EDT

You can track your shipping status and see your expected delivery date directly in the Temu app or on Temu.com. 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 a $5 credit (for standard shipping) or $13 credit (for express shipping) 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 (********************************************************************************).

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:04/18/2024
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.
3/31/24- 6 packages was left in the main lobby by the mailbox and were stolen. I was home and was not alerted by buzzer. Temu reordered my items and on 4/14/24 package was left again in main lobby. Package was stolen again. Temu is now refusing to refund my money. After specific instructions were given to leave my package at my door and ring my bell. 33 floors 12 apts in each floor. 4 elevators and 2 of them are express elevators. All working, full functioning elevators. No excuses. I have an intercom that they could have buzz to call me so i can come downstairs to get my package and I do not live at a mailbox in a lobby. Mailboxes are right next to the main entrance of the building. Heavy traffic and anyone walks thru. All deliveries are always left at the resident's door. ********* do ot all the time. Not main lobby where they can be left out in the open to steal. Its the BRONX, hard times and I work hard for my check and cant afford to lose $148.56 because a company was irresponsible. They are refusing to refund my money for items they did not deliver to me. Thank you in advance for your time and help with this situation.
Business Response
Date: 04/24/2024
Hello *****,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. Your case is out of the norm. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. To help further investigate into the cases, we kindly ask for the specific order number in question which starts with PO-. We are eager to find you a solution, and your cooperation and patience would be highly appreciated. If you don't mind sending us your information, please email us at ********************************** or via this portal, so we can help you resolve this issue as soon as possible. If you need further assistance, please message us through Temu.com or Temu app live chat by this link: **************************************************.

Best wishes,
*******
Customer Answer
Date: 04/24/2024
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.
[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:04/17/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I get random items from TEMU. Did not order. . Dont want wrong size shoes Iems im allergic to Did not unauthorized payments for the junk they send. To get a refund I must sign into App and find item and contact temou.When i try to do that. They send me more unauthorized junk. Got 2 pair of un identifiabke shoes when I forgot to. Close app. Got nasty ill smelling purse while I was on Temu tryin g to return shoes.
Business Response
Date: 04/24/2024
Hello ******,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. Your case is out of the norm. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. To help further investigate into the cases, we kindly ask for the specific order number in question which starts with PO-. We are eager to find you a solution, and your cooperation and patience would be highly appreciated. If you don't mind sending us your information, please email us at ********************************** or via this portal, so we can help you resolve this issue as soon as possible. If you need further assistance, please message us through Temu.com or Temu app live chat by this link: **************************************************.

Best wishes,
*******
Initial Complaint
Date:04/17/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/17/24 I downloaded the TEMU app. I was informed that if I order $20 of merchandise, I would be gifted 6 free gifts and $300 in merchandise. My first order was for $24.40, the website then opened to show additional merchandise to order my 6 free gifts. I chose the 6 items, then it asked me to "invite" others by via ********* instagram, or text. When it appeared I had completed the tier needed to get the items, I clicked "submit" and the app automatically charged my card for $119.75, this is what I had in my cart but was not prepared to purchase the items. I then attempted to locate a customer service number for ****************** and of course, there is none. You have to communicate via Chat. I attempted to chat but there was not a resolution. This whole thing is aSCAM
Business Response
Date: 04/23/2024
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. 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 activities are 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.

Furthermore, we can confirm that the order PO-211-***************** has been successfully shipped. Once you receive your order and if you are not satisfied with any items, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.

The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please send us more proof by messaging us through Temu.com or Temu app live chat.

Best wishes,
*******

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Temu.com

Temu.com

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Temu.com is NOT a BBB Accredited Business.