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:04/11/2024
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 returned my order over 1 month ago it was returned and delivered back Temu is a ***** company and did not refund me my money, they even initiated some claim with carrier *** and the claim was issued by *** and Temu clearly was compensated yet I am suffering with no refund for this still. I want Temu to acknowledge this situation and to fix this situation now, please.Order #PO-037-11137505618553006
Business Response
Date: 04/20/2024
Hello ***,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We understand that you returned the items with tracking number 1Z1V31X02015881005 and we have checked the details with our colleagues in the relevant department. As per the investigation result, your package has been received by our warehouse, and the refund will be processed after the quality inspection is completed. Please be patient and wait for the outcome.

Once the quality inspection is completed, the time it takes for the refund depends on the refund method you have chosen. 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.

Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 04/23/2024
The return was delivered months ago and yet no refund I cannot keep taking this answer this should have been resolved by now this is ridiculous
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. Checking the details you provided, we would like to inform you that your request for refund of order PO-037-*****************-D03 has been cancelled and you have requested for another return. If there are any additional costs incurred during the return process, such as printing the return label or additional shipping fees charged, you can keep the receipts and contact back to our customer service department. They has offered you an explanation via Online chat. 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,
*****
Initial Complaint
Date:04/11/2024
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.
**** does not accept return in see-through packages provided by Temu and ask to purchase boxes or envelops to proceed with returns. Temu do not agreed to compensate for extra costs incurred (reference PO-211-*****************) and refuse to escalate the case (reply from Temu's rep ***** you for patiently waiting upon consulting to our higher department we cannot create a ticket for this since we need the extra charge receipt for the items you returned under this order number PO-211-*****************.)
Business Response
Date: 04/20/2024
Hello,

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

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 request for your order PO-211-*****************. However, due to a large amount of enquiries that we have received for now, please allow some time for us to figure out a satisfactory solution to your case. Our customer service department has also been following on this case and we would inform you as soon as the solution is figured out.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:04/11/2024
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 from Temu last month, they had it delivered to my door. My package was stolen. I dont live in the best area. Ive had my mailboxes broken into twice. So they refunded that package, I made a new purchase and right after I made the order I messaged support and asked them to ship through **** and not Ontrac. Because in the past **** delivers in my locked mailbox. They still shipped with ontrac and sure enough my package was stolen. They wont refund or reship. It was delivered while I was at work; hence why I like it in my mailbox. My order number is PO-211-*****************
Business Response
Date: 04/19/2024
Hello *******,

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

Thank you for taking the time to contact us regarding your recent order, PO-211-*****************. We understand your frustration and apologize for any inconvenience caused.

After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.

Meanwhile, your information is well received and our corresponding department has been working on the case to improve our partnership with logistics companies in the future. We will record your feedback - please be assured we highly value customers' experiences, and are continuously optimizing our services.

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 regards,
*******
Customer Answer
Date: 04/20/2024
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.]

I do not accept this message because I paid for a package, that I told them to put in my mailbox not on my porch! They still had it put on my porch and because of that it was stolen! Theres no looking around or asking neighbors. BECAUSE IT WAS STOLEN. I want my money back and I will not be spending another dime with TEMU.
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: 04/30/2024
Hello *******,

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

Thank you for taking the time to contact us regarding your recent order, PO-211-*****************. We understand your frustration and apologize for any inconvenience caused.

After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance. 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 have additional questions, please feel free to reach out to us through Temu.com or Temu app live chat.

Best regards,
*******
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.
I disagree with this response. How am I supposed to ask neighbors and look around when Im telling you I KNOW IT WAS STOLEN! I live in a horrible area where packages get stolen when left on the porch if no one gets it right away. I specifically asked for it to go in my mailbox because I KNEW I WOULDNT BE HOME! I want my money back thats it. Im so fed up with this.
[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:04/11/2024
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.
Didn't get what I ordered and still charged. Could not get refund.
Business Response
Date: 04/19/2024
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 recently delivered order:

PO-211-16550185231993512
92612903447262541491010758 - USPS
Delivered on Apr 10, 2024 4:19 pm CDT

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 (Temu credits) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************. The first return for each order is free and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. 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:04/11/2024
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 buy from Temu every week. Just in 2024 I have purchased over $650 from my bank account. Then I made a big purchase of $379 and decided to use affirm to pay for it. My total is now $474.The clothes I received don't even LOOK like the clothes on the website and they convieniently lost my account with this purchase. Affirm provided me with this order number and said that it came from Temu ****************************** They sure can find a way to take my money though. I would be happy with $300 compensation but I want compensation. I'll happily mail all this back if they tell me where. They won't They are keeping me in a chat circle. Now I have to pay affirm and they got their money but I got nothing but ugly, ill fitting clothes.
Business Response
Date: 04/19/2024
Hello ******,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. Your case is out of the norm.
You can try the following methods available in the "Find Your Orders" card to locate your order and we hope this information can help:
1. Click "Go to your orders" to access the "All orders" page in your account and see if there is a corresponding order listed.
2. If you have previously used a different email or phone number or a third-party platform account to log in to Temu, you can click "Try signing in with other account" to try logging in with mentioned methods and search for your order.
3. Another option is to select ************* to find order" and provide the order id, the email address or phone number associated with the account where the order was placed, or the payment information to locate your order.

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

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

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:04/11/2024
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.
FALSE ADVERTISEMENT. Claiming free gifts. If you share this link, if you invite 3 friends. I HAVE NEVER RECEIVED ANYTHING FREE AFTER COMPLETING THE FALSE STATEMENTS OF MY FREE GIFTS. And I'm sick of Temu being allowed to ABSOLUTELY LIE to consumers. I'll include screenshots of the FALSE ADVERTISEMENT AND FALSE STATEMENTS OF FREE GIFTS IF ACTIVITIES ARE COMPLETED. Free gifts picked THEN IT RETURNS TO THE FALSE STATEMENTS OF " CUT $163 BY ...." with numerous activities to deduct money. Such as "you've purchased 17 times, that's $40 of" " confirm your address $20 off" " invite 3 friends get $60 off" My last INVITE, said I would get 6 free gifts for a total of $163. Completed all activities and the last$3 is suppose to deduct if you invite 3 friends. BUT IT DOES NOT DEDUCT THE LAST $3 REQUIRED BY TO THE RULES, TO RECEIVE SAID FREE GIFTS. I've asked numerous people if they have ever received the free gifts. No no no no no. And that's why I'm reporting the FALSE ADVERTISEMENTS THE FALSE STATEMENTS AND THE FALSE ACTIVITY COMPLETED RULES TO GET FREE GIFTS. IT'S ALL A LIE
Business Response
Date: 04/19/2024
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 referral rewards program. We want to assure you that all our referral programs are genuine and were designed to provide our customers with an exciting opportunity to access exclusive deals and discounts. The rules of our activities are stated on the upper right corner of the activity details page. If you are not getting credit for an invite, please make sure that the invitee is a New User who is defined as a real person who (1) never had a Temu account before, and (2) within 24 hours after downloading Temu App the first time, registered a Temu account and joined the Referral Program by clicking on the unique link you shared.

If you still have questions regarding the activities rules or require assistance verifying your invites, please do not hesitate to message us on Temu.com or Temu app live chat. We would be happy to further assist.

Best wishes,
*****
Initial Complaint
Date:04/11/2024
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 and my order was supposed to be delivered 4/6 and I ordered in March. They then told me I would receive half my order one day and half another day. I asked them to cancel my order and they offered me a $5 credit which I declined and asked for a full refund to my card. I received deliveries for products that I didn&#**;t even order or products that didn&#**;t work. I still have not received my refund.
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 checked the order details you provided and can confirm that your order PO-211-***************** 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.

If you have received wrong items or are not satisfied with any items you received, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:04/11/2024
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.
ordered some clothes and they didnt fit so I returned them but they are claiming I sent nothing back which is not true.
Business Response
Date: 04/19/2024
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 with tracking number 1ZE366C39065658270 and we have checked the details with our colleagues in the relevant department. As per the investigation result, your package has been received by our warehouse, and the refund will be processed after the quality inspection is completed. Please be patient and wait for the outcome.

Once the quality inspection is completed, the time it takes for the refund depends on the refund method you have chosen. 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.

Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 04/19/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Ordered on January and when I called *** which Temu would not do *** claimed it was lost or damaged and it had remained that way for 2 months on their website tracker. Temu said wait and now its past the time where I can dispute with my bank their policy says 14 day returns and its been over 3 months and I am out clothes which I ordered and my money which they refuse to 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,
Nick

Business Response
Date: 05/01/2024
Hello ****,

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

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, your return package with tracking number 1ZE366C39065658270 has been received by our warehouse, and our customer service team is still in the process of verifying and investigating this issue. Our customer service department has emailed you and offered you an explanation through ticket ****************. Please check your inbox and reply to the email directly.

We understand the frustration that you may have been through during this time. Your information is well received by our colleagues in the corresponding department who have been working on the case to improve our handling of cases out of the norm. Thanks for your understanding and extreme patience. If you need further assistance, please message us through Temu.com or Temu app live chat. We appreciate you giving us another chance to serve you.

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 use chatgpt as support in app you are not talking to any live person. Or they copy and paste same response over and over. I attached screenshot.

This has been going on for over three months
No money returned.

Sent clothes back waiting for warehouse to inspect for over 3 months.
So basically I am out the clothes and out the money

Temu in app support non existent and they even copy paste messages here on BBB

stay away from this and go shop at ******* or shien
[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,
Nick
Initial Complaint
Date:04/11/2024
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.
My Package got stolen and I would like it to be replaced.
Business Response
Date: 04/19/2024
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 checked the order details you provided and can confirm that a reshipment has been arranged for this order. Thank you for your understanding.

Most packages arrive between 6-22 days. 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:04/10/2024
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 placed at least five to six orders varying different amounts I never received any of my orders when I called back I asked for all the orders to be reshipped,and I they could have the orders be sent to the post office. I waited a while and called back still not having received my orders so I requested a refund I received refunds for all other orders accept for two I for ****** and for *****. They told me I could not get a refund or reship because it was delivered to the front door. However I continue to state no they did not. There is no way I can allow that much money to be taken as a loss . I feel like when I called it automatically says when you call that Temu calls are recorded so I'm not understanding why I'm being given a refund .There are 13 doors and one mailbox anyone could have gotten the packages if they were delivered but I know I never received any of them
Business Response
Date: 04/16/2024
Hello *****,

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

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 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: 04/16/2024
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.

My name is *********************** I'm rejecting the response from team you because I specifically asked them not to send the packages back to my address I asked him could they send them to the post office and I would pick them up I made sure to keep saying this and keep asking but the lady still or gentleman still sent it back out there this is why I'm rejecting what your response is because I asked you not to send it there because I hadn't received the previous packages so apparently I'm not going to receive another package whether you sent it or not I did not receive it this is my point I could not sit there 24/7 and wait for my package if you place it outside my door apparently someone stole it but in reference to it I asked you not to send it 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 taking the time to contact us regarding your recent 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 package was 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: 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 c I do not accept the response from the team you company because when I called and asked for them to reshipt my packages I specifically asked them to not send them back to my address as I stated there are 13 doors one mailbox there's no key there's no nothing so if I didn't receive the packages previously when they were shipped out I knew that there was a problem so I asked could they send them to the post office and I would pick them up specifically I asked for that but they in return sent it back to the address I did not ask for that when I asked for a shipment I asked to have the packages sent to the post office and I would pick them up that's the reason why I'm rejecting this because if it was stolen it's not my place to run check or nothing the packages were not at my door.
ou 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,
*****

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