Complaints

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

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  Temu.com

  31 Saint James Ave Ste 355 Boston, MA 02116-4101

• 

  Temu.com

  101 Arch St Boston, MA 02110-1130

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

• Initial Complaint

  Date:04/17/2024

  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.

  See screenshot below of issues with the Support Team via online chat. I will report Temu to FTC and BBB and WILL GO OUT OF MY WAY TO REPORT the entire app if my Refund in the amount of $50.59 isn't processed back to my Card ending in 8989. I have PROOF that the ENTIRE PACKAGE was successfully RETURNED TO SENDER with NO MISSING MERCH nor DAMAGES to the order due to the package NEVER BEING OPENED. The entire order was returned to sender due to wrong recipient name and address on file. But MY DEBIT CARD PAID FOR THE ENTIRE ORDER. The package return dates are in the Screenshot.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought on Temu and they app stated that if I can choose things within 10 minutes, and it comes to R2000, will be free. I went a bit over by R190. This meant they had to cover the R2000 and I only pay R190.I went to the cart, and then I checkout thinking that I should only pay R190.They deducted the full R2190 from my bank account. This was all done on 12 April 2024. Within minutes of seeing this I canceled the order and requested a refund. It is now pass the 3 days that they the refund will be done. Today 17 April 2024 , the transfered me to 3 different consultants then a 4th , not wanting me to speak to a supervisor about my refund. At first I only wanted my refund by now I want the goods I ordered as well as they treated me with disrespect and kept me online for more than 2 hours. My order number isPO-184-*****************-D01

  Business Response

  Date: 04/25/2024

  Hello Thabiet,
  
  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-184-***************** 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 and compensation 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 dont hesitate to message us through Temu.com or Temu app live chat.
  
  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.

  I placed an order on Temu App on March 6,2024 in the amount of $36.27 and another order for $44.20. Order number PO21101388189527671212 and PO21101388296238711212. Temu states on numerous times that they delivered to my address, and they claim that they re delivered with a picture that was not my address. I have asked for a re delivery too many times, and then I asked for my refund since they stated that they can not re deliver. And now on April 17,2024 they sent me an email stating that they are unable to refund or reship my items that they owe me.

  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 for the inconvenience this may have caused. We have investigated this issue and our team has confirmed that one of the packages from order PO-211-***************** was fully refunded to you on Apr 16, 2024.
  
  However, another package which underwent reshipment from this order was delivered on Apr 1, 2024, at 3:35:00 pm EDT, and a delivery picture is attached as proof. For order PO-211-*****************, the reshipped package was delivered on Apr 10, 2024, at 4:33:00 pm EDT, also with a delivery picture attached. Thus, we aren't able to provide a reshipment/refund for these two packages. 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: 04/23/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]The only refund that I received was for 15 cents!!?? Which is very confusing when 15 cents was not not part of the only 2 orders that I NEVER received!!?? And the only picture that you sent was a picture of a lot of mailboxes ,which is very confusing, because I  have only one self standing mailbox!!?? You still owe me $36.27 for one order and you owe me $44.20 for the second order, because you NEVER delivered anything to my address!!?? STOP PLAYING GAMES AND REFUND MY MONEY!!??
  
  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: 05/03/2024

  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 taking the time to contact us regarding your orders, PO-211-***************** & PO-211-*****************. We understand your frustration and apologize for any inconvenience caused.
  
  After reviewing the delivery status of your packages, we see that they were successfully delivered to the address provided during checkout. We recommend that you check around your home or with neighbors to ensure that they were 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 packages were delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the packages' 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,
  *******

  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,

  ******

  I still reject Temu's response because they never delivered any of my packages to MY ADDRESS THAT I GAVE THEM NUMEROUS TIMES!! And THEIR CHOSEN CARRIER DID NOT DELIVER TO MY GIVEN ADDRESS!! Temu LIED and their carrier LIED!! They sent a picture of multiple mailboxes ,but if they delivered to my address they would have seen that my mailbox stands alone!! 

   

  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.
  
  We have looked through the attachments that you provided and double-checked the details with our colleagues in the relevant department, and we can now confirm that the orders, PO-211-***************** & PO-211-*****************, have been successfully delivered to the correct address. Thus, according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address.
  
  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 that we have in hand and the following decision is made based on the principle of fairness and just.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 06/18/2024

  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 still reject Temu's response! I still want my Temu refunds! Temu never delivered my 2 orders to my address!! Temu never refunded my money ! I want my money back!
  

  
  

   

• Initial Complaint

  Date:04/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, April 11th 2024, I was on the Temu website logged into my account that I use all the time when ordering. I was looking for the item in the picture (camera ball mount). When I added it to cart, the message at the bottom showed up stating a price of $14.91 USD in the Temu App, so i downloaded the app and the price was not valid. I then went to customer support who repeatedly told me that it was a different program for first time users etc. However, Temu offered this to me, in the website, while I was logged into my account that they know has downloaded and used the app prior. Which is a clear misleading and fraudulent ad meant to convince people to download the app. However Temu refuses to honor the price for the item. Offered some small credits here and there, but nothing close to the original offer that was screen shot while i was on the website. I have since made an order of this item using the minimal credits they offered. However I ended up paying $69.72 instead of the $14.91 that was offered. There are no other conditions or notes provided in the app, there is no notice that it has to be a first time user. It simply says "$14.91 in ********************** App" Which is not honored. This is clear fraud and deceptive business practice

  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. We have checked the order details you provided and can confirm that the advertised price of the "camera ball mount" was accurate and free from any misleading or fraudulent representations. We have verified that a coupon of $20 was used for your order PO-211-*****************, resulting in the final purchase price of $64.91 for this item originally priced at $84.91.
  
  If you are not satisfied with this item, 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,
  *****

  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. 

  This does not solve the issue. Yes a $20 credit was given, however that does not bring the item to the price that was promised in the deceptive advertising. The price of the item per your ad was $14.91, the $20 credit you referenced brought it down to $64.91, however there is still a difference of $50 that was promised per your ad and was not given. This offer is not accepted, and this is still a very misleading and fraudulent advertisement. I paid $50 more than the promised advertised price. 
  
  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,

  Mark

   

   

  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.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. After double-checking the details you provided, we would like to inform you that our customer service department has emailed you and offered you an explanation regarding the terms and conditions of our program through ticket ****************. Please check your inbox. Moreover, considering you are our premium customer and in order to provide you with a better shopping experience, we made a special effort to issue a $20 credit to your account. We appreciate your extreme patience and understanding.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. 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: 05/06/2024

  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. 

  Hi, 

   I spoke with your reps and they gave no valid answer. Essentially they just pushed it off on a manager to handle. I do see the $20 credit, and while that is appreciated, it still does NOT bring the item price to the advertised price that was on your app, that was offered to me. I'm sorry, but a partial credit is not an acceptable solution. An acceptable solution would be to offer a credit for the full amount of the price that was advertised on the app as provided. 
  
  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,

  Mark

   

   

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair 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 made a large order from this company their tracking says delivered but I never received the order. I contacted the co they used to ship the package. They cannot find it either. I have attached the email they sent me saying they couldnt find the package. They asked me to contact Temu so I have 5 separate times and they keep refusing to give me a refund. It was a lot of money for me and I have been patient trying to work with them but they wont even let me speak with a supervisor. I felt I needed to report this so no one else had their money stolen like me. They also have a shipping ****. which I have also screen shot and sent to you stating a refund of not recieved- they are not standing by what they advertise which is wrong for the consumer. Please help me get my money returned thank you

  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 for the inconvenience this may have caused to the order PO-211-*****************. We have checked the order details you provided and can confirm that Package 2: BG-2403185JTTH2P07U has been refunded to your original payment channel. As for Package 1: BG-240318513YRA50VD, we have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. Plus, we have verified that you have applied for a return for this package and the order PO-211-*****************-D02 has 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. Our customer service department has emailed you and has given your 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: 04/23/2024

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

  This company has told me over and over the package was delivered. But I never received the package. It was sent to the wrong address. I even have proof in the picture I sent that I contacted the ontrac company and they could not find it either. And in the last email they sent me is says they put it behind a screen door- we do not have a behind door. It also says on a porch we do not have a porch or a screen door just a straight forward front door. I have not received the package and I again sent a picture of email correspondence with their shipping company that says they dont know where the package is. And they have no picture proof or anything showing that they deliver the package other than its marked delivered. But we never received the package. And this is a lot of money for us they have a moneyback guarantee if I do not get the delivery, I didnt so I am owed a of full refund.  
  
  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: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 purchased an item from temu on March 30th and received it April 15th. When I open the item, I sliced open my finger so badly it required medical attention & the doc has requested a tetanus shot. After reviewing the item, I could see that they had sent me a used item which is gross because it's for feminine reasons. I contacted temu & requested to speak to a manager as I thought this situation required one due to the severity of it. The rep that I got absolutely did not care that I've been injured, she at first didn't even acknowledge it & just said she was sorry for the inconvenience but she didn't feel it was reason for a supervisor. She then told me to return the ******** can get a refund w/o issue. The thing is, this wasn't about a refund, this is about being injured by an item they sold that potentially was wrapped unsafely as well as them sending me a used item. I explained that to the ********* still refused to send me to a manager & told me it was highly unlikely any rep would send me to one as there was no ******* could simply end the situation by returning the item. I insisted I speak to a manager, instead she transferred me to another rep. **** rep was worse than her & also refused A manager. Both had zero empathy & quite frankly, wasn't listening to what I was saying. When I said that this was due to being injured, the rep demanded I give him medical docs. I said I'm not giving my medical to some random person on the web. I'd be happy to provide it to a manager once I'm speaking to them. Again the rep refused to allow me to speak to one. He said under no condition will I be speaking with one unless I give them my medical docs, until then I can return the item for a refund & that is the best possible solution. He then transferred me to another rep that followed his lead but at this point it had been almost 2 ********* was done arguing & still had not speak with a manager. They were all unprofessional, unethical and lacked empathy.

  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.
  
  We have received your feedback about the item in the order PO-037-*****************. As a consumer-centric company, we sincerely apologize for the inconvenience this may have caused. Your information is well received and our corresponding department has been implementing strict policies and control measures to ensure product quality and accurate product descriptions.
  
  We hope that you are feeling better now. If you experience any discomfort, we recommend seeking medical attention promptly and ensuring that you get enough rest to avoid any further complications. Your health and well-being are our top priority. If you have sought for medical care, and if there is medical report available, could you please kindly send it to our customer service team for further check? Once the information is received, we will investigate the matter thoroughly and provide you with a suitable solution.
  
  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:04/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returning items, they don't want to refund. They said they have the items, but they don't want to give me the money back then. They wanted me to file a claim which I did and they keep coming up with different stories about why they won't give me the money back. They change their story everyday. It was u, p, s, didn't pack it right now. Today they say they can't find the items. There are old orders that they admitted to getting by because the stuff is junk. They refuse to refund me the money. They want the money and to keep the item also. Even though I've never heard of such a thing. I have to file a claim. I had hundreds of pages of customer service representative. And d*** conversations refusing to help me trying to get my money back on multiple items. When I first started, I bought Items that should have been put in the garbage damaged and defective and fraud on this fraud. On the description of the items I have to return almost everything but they decided they're gonna keep the money I have. The *** employees that package to stop being blamed for not package. Aint it right? So they wouldn't get me back on. Give me back the money on 6 items everyday. It's a different story. Why they're going to rob me. Daft fradd faft fraud discrimination, aggravated harasspent. **************** agents refusing to help me with the problems hundreds of hours of conversations recorded fraudulent phone numbers. They're basically taking the money and robbing me. And at first they said they did get the items back then. They said it was u. P. S this fault now they and another time. They said I didn't get it back soon enough. Lie after lie.

  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 for the inconvenience this may have caused. We understand that you returned the items and we have checked the details with our colleagues in the relevant department. As per the investigation result, some of your packages have been received by our warehouse and one of them with tracking number 1ZE366C39015316241 is still in transit to our warehouse. Once the items are received by our warehouse and the quality inspection is completed, the refund will be processed. Please be patient and wait for the outcome.
  
  However, some of your refunds process has been placed on hold, because you are currently disputing the payment for these orders. If you need more help, please contact your financial institution. Our customer service department has emailed you and offered you an explanation through ticket. Please check your inbox.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:04/16/2024

  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.

  My Debit Card ending in 2493 was Stolen at the End of February 2024 my card was used to make a Purchase at Temu on March 2 , 2023,I Disputed the Charges I have not received a Refund yet I would like Temu to do an Investigation I did not Purchase anything for $103.83 I would like a Refund to my Debit card Ending to 2493, I would like to know what Address the Items Purchased where Delivered to this is very irresponsible of Temu and MCU Bank I would like a full Refund my card was Stolen I did not make any Purchases for the amount of $103.83I would like a full Refund I will also be contacting the ************** of ********

  Business Response

  Date: 04/22/2024

  Hello *******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and, after our investigation, we can confirm that we haven't detected any unauthorized charges in your account.
  
  Furthermore, we want to emphasize that all our payment links have obtained Payment ************************************ (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID *********************** SafeKey, Discover ProtectBuy, and JCB J/Secure.
  
  If someone stole your debit card information, we suggest that you contact your bank and report to the local police and the local division of the *** immediately. We encourage you to thoroughly examine all places, both online and offline, where your card information could be exposed. If someone used your card to make purchases on Temu, unfortunately, we are also a victim, not the perpetrator. We will continue to investigate the matter internally and will report to the police if we uncover anything suspicious.
  
  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: 04/23/2024

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

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

  *******

   

   

• Initial Complaint

  Date:04/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered as I have done before, this package never came, it was last updated on **** on the 8th, they show No record of recieve it, Temu gives me the runaround, I just want a Refund and will not order again, to much of a hassle to deal with

  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.
  
  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 the status of your package. 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,
  *****

• Initial Complaint

  Date:04/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order, received updates about shipping but never actually received my order despite it showing delivered with a picture. It was delivered 2 hours before I got home so I believe someone stole it as its nowhere to be found, so I contacted temu support and they have not helped me at all and refuse to give me a refund or reship my items. I want my money back from this scam company

  Business Response

  Date: 04/22/2024

  Hello *******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-037-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 04/23/2024

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

  The package may show as delivered but it wasnt at my house when I got home so it wasnt delivered to me. I didnt sign for the package and it was not handed to anyone in my house. If there was a signature I would have chose that to ensure that was required upon delivery so I would actually have my package delivered but unfortunately the driver could easily just take a picture then take the package right after submitting the picture!!! A picture does not prove the package was delivered with proper standing. There must be a signature to prove the item was delivered.

  [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: 05/08/2024

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