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:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered things and they put a item on a different order when I got my credit card statement I had a charge not accounted for, I talked to someone at temu and they didn't know what the charge was, so dispute it with credit card co. Which I did, later I found the the charge and told the credit card to pay, PayPal and credit card said temu would not respond, temu put a hold on my account, I called customer service,put on hold for almost 2 Hours I tried the chat thing and you just go in circles l need to talk to a live person

  Business Response

  Date: 04/18/2024

  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 having trouble placing your order. We have looked into your case and can confirm that the restriction on your account has been lifted. You can now place your order on Temu! Our system temporarily froze the account, canceled and refunded your order to protect your account safety because unusual activities were detected. Thank you for your understanding.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:04/10/2024

  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.

  This company is fraudulent I dont use my personal credit card for security purposes and I use my afterpay and other pmts nd they blocked my acct and Ive asked for a manager to call me and I havent gotten in touch with no one

  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 that you are having trouble placing your order. We have checked the details you provided and can confirm that our system has detected certain anomalies with your account. In order to safeguard your interests and maintain the integrity of our services, we have found it necessary to temporarily suspend the ability to place orders from this account.
  
  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. We appreciate your understanding in this matter. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:04/10/2024

  Type:Customer Service 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 is unbelievable, I don't know what is going on but I cannot place a order at all. I am new to TEMU and their system has a block on my account or something because I don't know why my payments are not being processed. I have contacted customer service they are no help. They copy and paste the same thing and do not give a clarification. First you tell me to try a different payment method then you're saying my account has a flag so which one is it because I'm confused I haven't even ordered anything as of yet. There's a temporary issue with my acct please fix it.

  Business Response

  Date: 04/18/2024

  Hello Tareeka,
  
  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 regret to inform you that our system has detected certain anomalies associated with your account. In order to safeguard your interests and maintain the integrity of our services, we have found it necessary to temporarily suspend the ability to place orders from this account. 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.
  
  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:04/10/2024

  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.

  This is the second time items I didn't purchase or choose were charged to me. The first time, I selected a promotional link sent to me by Temu. I followed the directions and placed an order for 44 dollars and some change. I went to my cart after, planning to purchase some additional items that were not included/available for the promotion and found it empty. I was confused and went to my account to review the order and found everything in my cart had been purchased on a separate payment method without me having gone through any of the payment processes. As I shared with Temu customer service no one has access to my account and I use ********************** only on one device and only with my home or cellular Internet. I obtained a refund but was silly and when another promotional link popped up, I did the same thing, thinking it was a one off. This time I was offered a free item and chose a cheap set of eyeliner. Later I noticed I'd been sent a free silicone mold. I then saw I had been charged for the "free" eye liner. Temu customer service said that the dollar amount on the invoice was to show what I wasn't charged for the eyeliner, indicating a savings. I showed them the screen shot of the free mold, explaining I know that free items show as a 0 dollar charge because they'd just sent me this free mold that I'd previously canceled. By the time the two incidents were discussed I'd spent over two, maybe upwards of three hours on the phone and talked to six people. It was a five dollar error and I never imagined it would take so long to fix. By the time it was done I asked for a fifty dollar credit for the time and effort. They offered me ten dollars, which amounted to five after the mistaken charge is factored in. Really, Ideally, Temu would work on having a clear interface and better communication and invoicing and sale process making it clearer what is occuring at point of sale and why. Unfortunately I do have a specific gift I want to purchase and would like a reasonable credit.

  Business Response

  Date: 05/03/2024

  Hello ********,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your orders PO-211-***************** & PO-211-***************** have been canceled and fully refunded to your original payment methods. 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,
  *******

  Customer Answer

  Date: 05/03/2024

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

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

   

   I never asked for my entire order to be refunded. Now I will not receive any of the items I ordered and expected? This seems like a spiteful response and I would like the items I ordered sent to me as planned. Nothing in any previous communication had anything to do with a cancellation and refund. The issue was unclear billing and an incorrect charge. This is not resolved.
  
  Regards,

  ********

   

   

  Business Response

  Date: 05/16/2024

  Hello ********,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We understand that you might have encountered some confusion regarding the price for the item in your order, and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.
  
  However, after double-checking the details with our colleagues in the relevant department, we can confirm that you were not charged for the item "Candle Holder Silicone Mold" in your order PO-211-*****************, as shown in one of the screenshots you provided. The amount $4.48 you've noticed associated with the free item reflects its standard retail price, showcasing the value you're receiving as part of our promotional offer. Plus, we have confirmed that your orders PO-211-***************** & PO-211-***************** have been canceled and fully refunded to your original payment methods. 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. We regret that the initial transaction did not meet your expectations, and we value you as our customer and are committed to making things right. If your are still interested in our products, we are delighted to inform you that you can still reorder the items you want. We feel sorry to inform that this is the proper solution that we can offer to our best. We appreciate your extreme patience and understanding.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you 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.

  So I was ordering clothes at temu for my son it came out to $153.01 they took the money out didn't give me any order number nothing they tell me **** still has my money on hold luckly i screen shot all transactions when i order something so the next day i wake that transaction magically disappears from my statement and $92 dollars is now took from my accouy by temu why i dont known so i get a hold of **** they say 153 was canceld and their no reason why it was canceled but when that. Happens it brings my account to zero huh that doesn't make sense this has been going on for a month now and **** wont give me back any of my money i sent the screenshot gave them everything they asked for and nothing i been waiting patiently i have talk to supervisors still nothing

  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 have checked the details of your order PO-211-07329663529593654($153.01) and, after our investigation, we can confirm that the payment of this order has not been successfully processed. If you need more help, please contact your financial institution. We appreciate your extreme patience and understanding.
  
  Regarding the order roughly amounting to $92, we can confirm that our customer service team has explained to you through ticket **************** that it is not associated with your current account and it may have been placed on another account. You can try the following methods available in the "Find Your Orders" card to locate your order:
  1. Click "Go to your orders" to access the "All orders" page in your account and see if there is a corresponding order listed.
  2. If you have previously used a different email or phone number or a third-party platform account to log in to Temu, you can click "Try signing in with other account" to try logging in with mentioned methods and search for your order.
  3. Another option is to select ************* to find order" and provide the order id, the email address or phone number associated with the account where the order was placed, or the payment information to locate your order.
  
  We hope this information can help. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• 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.

  Purchase on 31st March 2024 the parcel was split into 6 different parcels 3 of which I have personally not received although Temu say their logistics company has delivered on 8/4/24 to outbuilding and has a picture and I should contact the logistics company with who me I do not have a contract with as my contract it with Temu who have not fulfilled my request as I dont have the products, when I came home no parcels and no one had received them on my behalf.I have made several attempts and they have given me a couple of tickets but on all occasions are saying they wont refund as they was delivered but they was not delivered to me. I do not want a refund as they wont arrive in time for the marathon fun run they was intended for so I was requesting a full refund of the 3 parcels that equates to *****.

  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 order PO-210-*****************. 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 team has emailed you and offered you an explanation through ticket ****************. Please check your inbox.
  
  Meanwhile, we have checked your order details and found that you have initiated a dispute on this order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on PayPal or your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process.
  
  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. 

  [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:04/09/2024

  Type:Billing 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 was contacted by a company claiming to be Spectrum Internet/Cable. They left a message on my vm about last chance to save 50% on my bill. I would pay $500 in gift cards from Target and call them with a code and my gift card #s. This went on over and over. They said there was an issue with my payment every time I called them with the numbers. I tried to dispute it with Spectrum and my Discover card. There was no resolution. I have every receipt saved and their phone #. ************. Please do something. This scam is on the internet. I found others who have been scammed on ******* Stop these people! Please!

  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 your description and the following investigation that we conducted, we can confirm that the issue you reported is indeed not an official activity. We recommend that you cease any further transactions. If necessary, promptly contact the bank to resolve the issue, and report the incident to the police in your area. To ensure your safety and protect your financial information, we strongly recommend that you access Temu through our official website: **********************************.
  
  At the same time, we also strongly recommend that please contact us to confirm and verify when you receive suspicious emails, calls, and private messages claiming to be staff from Temu or any other companies.
  
  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:04/09/2024

  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.

  return PO-211-*****************-D05 returned the gold chain and warehouse shows received but my refund has not been processed and i have spoken to agents numerous times through the website chat. i am told the back office will process the refund and it has not.

  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. We have checked your order details and found that you have initiated a dispute on the order, PO-211-*****************, therefore your payment has been stopped by your payment channel. As a result, the refund process has been placed on hold. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If you need more help, please contact your financial institution. Our customer service team has emailed you and offered you an explanation through ticket ****************. Please check your inbox.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 04/17/2024

  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 # ********. i have contacted my bank and the charge back was closed on february 29th and i have attached the documentation from the bank stating this and paypal has confirmed with my bank the dispute was closed so a refund can be processed for the gold chain i returned and was received on april 5th. 

   

   

  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 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.
  
  However, after double-checking the details with our colleagues in the relevant department, we can confirm that you have initiated a dispute for your order PO-211-*****************, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. We recommend that you verify the progress of the dispute with PayPal by using the following dispute ID: ******************. We feel sorry to inform that this is the proper solution that we can offer to our best. We appreciate your extreme patience and understanding.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 05/01/2024

  hello ***** i have attached the letter from my bank showing that tge chargeback was closed on february 28th 

  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:04/09/2024

  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.

  Temu repeatedly makes false promises about the games in their app. "Invite 1 person to take all 6 items for free," you invite and they NEVER let you win. It keeps you trying and trying to win these freebies and you never had a shot to begin with. They misslead people with promises. Why are they allowed to do this in *******. False advertisements and schemes. I have bought from them to up my chances at winning because they claim if make purchases you will win. They should be forced to make good on the promises they make

  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 that you are experiencing difficulties with our referral rewards program. We are sorry to inform you that after a thorough investigation, we can confirm that the rewards issued to you are consistent with your activity in the game according to our rules stated on the activity details page. 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 need help 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:04/09/2024

  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.

  date of transaction: March 1, 2024; amount paid: $62.64; business committed to provide: sale of merchandise; nature of dispute: Temu REFUSES to acknowledge receipt of returned merchandise and REFUSES to issue a refund; business tried to resolve the problem: NO; date merchandise received: March 19; Acct/order #: ************************; **** tracking #: **********************; Addt'l information: Temu provided me with THEIR label with an address in ********************, **. In order to meet the return-day requirement, I used and paid for a **** flat rate box to expedite shipping via air freight rather than ground shipping (on THEIR label) in order to meet the requirement and for my refund to be timely processed. One March 21, the post office rejected the top portion of label (indicating ground shipping) and instead generated an air freight barcode and tracking number (as specified above). The package was received on March 28 at the address on the Temu label. Temu REFUSES to acknowledge receipt; claims that address is a real estate and still REFUSES to issue a refund.

  Business Response

  Date: 04/16/2024

  Dear valued customer,
  
  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 sincerely apologize for the inconvenience regarding your concern. We understand that you returned the item(s) without utilizing the return shipping label provided by us. However, we conducted a thorough investigation regarding your returned items and as per the result, our warehouse hasn't received any item(s) for quality inspection. We regret to inform you that we are unable to support your request for a refund in this case. Our customer service team has explained to you that the post office typically isn't authorized to provide you with alternative return labels. If our return label will not be accepted by the post office, they may decline the shipment and provide instructions for you to contact our customer service for further assistance.
  
  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: 04/16/2024

  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. 

  Firstly, the mere fact that their "representative" LIED to me that the address my package was returned to was a real estate, when it was the SAME address on their return label. Secondly, had I chosen to use their label which specified "ground" shipping, the return items would NOT have reached their "warehouse" in the time allotted for returns in order to process a refund in a timely manner. Additionally, because the **** is located in the Pacific and NOT in the continental U.S., "ground" shipping is unavailable in the ****. Since all mail is sent via airmail, I had no other option but to remove "ground shipping" on the upper portion of the return label - the lower portion containing the return address was NOT removed - and **** provided a new barcode. The tracking information shows that the package was received.  
  
  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,

  R

   

   

  Business Response

  Date: 04/24/2024

  Dear valued customer,
  
  I am ****** from ********************. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thanks for your feedback and we feel terribly sorry for any inconvenience this may have caused. Heartfelt gratitude are also extended to you for giving us a second opportunity to serve you in time. We have contacted our colleagues in the appropriate department regarding your concerns about your refund of the 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 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. 

  The merchandise was already received on March 28 at the address ON the return label TEMU PROVIDED. They gave me excuses and denied my refund, then almost a month later since receipt of merchandise, they ask for more time to figure out a solution. The only "satisfactory solution" to this case would be to issue an immediate refund so this issue can finally be resolved. 
  
  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,

  R

   

   

  Business Response

  Date: 05/29/2024

  Dear valued customer,
  
  I am ****** from ********************. 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 warehouse has not received the package with tracking number ********************** you returned independently. Thus, we regret to inform you that we are unable to support your request for a refund in this case. Moreover, the post office typically isn't authorized to provide you with alternative return labels. If our return label will not be accepted by the post office, they may decline the shipment and provide instructions for you to contact our customer service for further assistance.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. 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: 05/29/2024

  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. 

  Once Again, ****** at TEMU is LYING that the returned merchandise was not received at the address THEY provided. I diligently tracked the package and printed a copy of the tracking information for my records, when the package was RECEIVED AT the address THEY provided. Once Again, they are avoiding accountability and giving frivolous excuses so they won't have to refund the returned items. I hereby demand refund of the merchandise I returned.  
  
  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,

  R