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:11/20/2023

  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.

  Temu ads appear on my Yahoo backup security account although I do NOT use this account from which to do any online ordering. The ads are impossible to delete or to remove or anything that would get them off my Yahoo account. The ads appeared on Nov. 18, 2023, before Thanksgiving, so I have reckoned that they will continue until after Christmas - the current holiday buying season. However, the fact that I can no longer use my Yahoo account without ****************** ADS APPEARING on every folder in my Yahoo account is ominous. It has to stop. I tried using the security sections of both Temu,com and Yahoo.com but neither are user-friendly nor will they accept my complaint.Thank you.

  Business Response

  Date: 11/27/2023

  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 valuable feedback and we feel terribly sorry for any inconvenience that *** have been caused.
  
  We understand that you would like to disable the ads that appear on such platforms as your Yahoo backup security account.
  
  To disable the ads, you can try using an ad blocker extension on your browser. There are many free ad blocker extensions available for popular browsers such as ****** Chrome, Mozilla Firefox, and Safari. These extensions can help block ads from appearing on your browser.
  
  Alternatively, you can also adjust your browser settings to block pop-*** and disable personalized ads. This can be done by going to your browser's settings and selecting the appropriate options.
  
  We hope this information helps. If you have any further questions or concerns, please do not hesitate to contact us. We appreciate the opportunity to assist you.
  
  Best wishes,
  *******

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Temu is falsely advertising ****** credits for people to "spam" other users.

  Business Response

  Date: 11/27/2023

  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 *** have been caused. We have checked the details and the attachments you provided and can confirm that falsely advertisingis from a different platform or retailer. We kindly ask you to come to our official website ********************************** to take a look at our promotions and offers. Thanks for your 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 dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:11/20/2023

  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.

  I cannot get Temu to STOP sending me emails that offer their products. By law, they are supposed to offer a place to unsubscribe, but it is impossible with Temu. I have tried every way possible to contact them, but all I get is another offer for their products. I want them to PLEASE STOP sending me their sales offers, but ALSO to follow the law and provide a way for people to UNSUBSCRIBE.

  Business Response

  Date: 11/27/2023

  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 feel terribly sorry for your unpleasant experience with the emails. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality.
  
  To manage your notification settings,please go to 'Settings' in your Temu app or on Temu.com, select 'Notifications'and then 'Edit' to adjust preferences for alerts. If you are using Gmail, you may also click on the 'More' button in the upper right corner of the email and choose 'Stop seeing this Ad'. If you see ads on other platforms including your browsers, please click the close icon on the upper right corner of the ads to decrease the possibility of the appearance of these ads in the future.
  
  We hope this information helps. If you need further assistance, please message us through Temu.com or Temu app live chat to provide us with more details about the ad delivery (e.g. a screenshot of the emails) so that we can better assist.
  
  Best wishes,
  *******

  Customer Answer

  Date: 12/01/2023

  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:11/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an XL dog bed with a dark gray cover. PO-211-*****************. On Nov 6 the item was delivered but I received only a large piece of foam. I immediately contacted customer service and asked if the rest of the dog bed could be sent and I was told no. I was told the only resolution was for me to return the foam and be issued a refund. I returned the foam. I am being denied a refund still. First, the reason was that item was missing. They must have expecting the whole dog bed, but I only received a large piece of foam, which is what I sent back. I asked for them to clarify what they received and did not get an answer. Then they said they reviewed their shipping process and shipping video and are certain they sent the correct and complete item. That is not true. Why would I return the large piece of foam, which is an important part of a dog bed, if I had received the complete item? I have contacted Temu through their chat, phone call, emails and no help whatsoever. I spent $140 at Temu for a large dog bed, Temu sent me a piece of foam, I sent the foam back, and Temu has my money still.

  Business Response

  Date: 11/27/2023

  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 *** have been caused. We have checked the order details you provided and can confirm that your order PO-211-***************** has been fully refunded to your original payment channel (please see details in PO-211-*****************-D02). Please allow **** business days for your refund to appear back on your payment method depending on the processing time of 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 dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 11/27/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/20/2023

  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.

  To Temu:Recently I saw some advertisements for your online store from the Affirm website. Temu offered me coupons , so I decided to try some purchases. These purchases was for gifts for other people that I needed before Dec 20th. The coupon allowed me to pick $100 worth of items and use the $30 0ff Temu Coupon. I ordered about 42 items. But only one of them got shipped. The other 41 items never even showed that it made it to Customs. So apparently no one shipped those 41 items. I do not understand. I requested a refund and got the refund, but the refund went to Temu Credit and not back to my original payment of Affirm. So now I must pay back all the interest that will occur with Affirm and I am out of luck with that coupon. With the money that was refunded, it was not enough to order those same items again, since I used the coupon. And now the prices have increased on all of them too. It seems to me that it was done intentionally. I am hoping that my new orders arrive and arrive in working shape. I feel like it was some kind of trick, giving me a coupon and then do not send the items and giving me back the amount to Temu Credit. It seems like someone in your company planned this to happen. Is this the way the Temu buisness works? And why did this happen to me. It was never shipped or made it to customs. The order number is #PO-211-17491569644150175

  Business Response

  Date: 11/27/2023

  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 *** have been caused. We have checked the details you provided about the order PO-211-***************** and can confirm that our customer service department has emailed you and offered you a solution & explanation through the 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: 11/28/2023

  Thank you ***********************, for your reply and the email responses from **********. You both have been quick to help me solve the order problem and you seem like you have the best attitudes to run a successful business.
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/19/2023

  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 is not honoring promotion offers!

  Business Response

  Date: 11/26/2023

  Hello D Z,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry that you are experiencing difficulties with our promotional activities.The rules of our activities are clearly stated on the activity details page. From our end, the order PO-211-***************** was not checked out on the credit back task page, causing the rewards not credited. Unfortunately, based on the principle of fairness, we cannot make exceptions to the rules for any individual participant. Please rest assured that our promotions are real and valid. Our customer service representative has offered you a thorough explanation on Nov 8.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:11/19/2023

  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.

  Purchased product from Temu was not delivered. They claim it was and will fo nothing for me

  Business Response

  Date: 11/26/2023

  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 *** have been caused. Checking the details you provided, we would like to inform that the correct items in the order PO-211-***************** were delivered to the correct address. Our customer service department has offered you an explanation on Nov 20. Thanks for 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: 11/28/2023

  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,

  ***

   

   

  Business Response

  Date: 12/06/2023

  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 *** have been caused. 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 our customer service department has created a ticket **************** for further assistance (reshipment) with your case.
  
  We understand the frustration that you *** have been through during this time. 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.
  
  Best wishes,
  *******

• Initial Complaint

  Date:11/19/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov. 7, I bought two orders that together totalled around 60$. During shipping, my package became stuck at an airport AFTER clearing customs for days. When I got in contact with their customer service department, they alternated between telling me there was and wasn't a customs issue. Now they swear up and down it is at that airport. **** the courier company, has only been supplied a manifest. They are unable to do anything more on their end, and have asked for Temu to contact them in regards to this issue. Temu, or Whaleco.inc, or whatever name they'd like to go by, has wholeheartedly refused to make any contact whatsoever with **** their courier company.

  Business Response

  Date: 11/26/2023

  Hello Camron,
  
  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 *** have been caused. Most packages arrive between **** days. Please allow me to brief you of the current status of your two orders, PO-211-01049267594873968 & PO-211-01049247432313968:

  UPS - 1ZC6K335YW28051091, Delivered, Package delivered by local post office on Nov 22, 2023 4:41 pm CST
  
  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 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 (********************************************************************************). Thanks for 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 dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 11/26/2023

  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 never once made any effort over a week to communicate. Not with me nor the Courier companies you contract with. You lied multiple times, verifiably. It took days of fighting your company, filing this report, and talking with an attorney to get you to do the simplest of your jobs. So no, I'm not satisfied that again a generic report is written by a machine and then sent to me qih a random team members name on it. I am glad I finally received my package though. Hopefully your company figures out how phones work and other customers don't face similar issues. Oh, and don't LIE.
  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,

  Camron

   

   

  Business Response

  Date: 12/05/2023

  Hello Camron,
  
  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. As a customer-centric platform, we sincerely apologize for the inconvenience that *** have been caused. We are glad that the two orders have been received eventually. 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.
  
  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. Thank you for your understanding.
  
  Best wishes,
  *******

• Initial Complaint

  Date:11/19/2023

  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 package was delivered by temu, I go to check on my porch where they said they delivered it. I check and its gone, I check my mailbox and front door but its not there, I ask my neighbors and its not there, Im pretty sure someone came and took my package.

  Business Response

  Date: 11/26/2023

  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 *** have been caused. Based on the results of our investigation, we aren't able to provide a refund for your order PO-211-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. As stated in our Terms of Use, the risk of loss and title for the product passes to you upon delivery to the carrier. For more information on our policy, please refer to our website at ****************************************************. Thank you for your 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,
  *******

• Initial Complaint

  Date:11/19/2023

  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 an item I purchased and was denied a refund because the warehouse said that they couldnt find my package. I provided proof of when I dropped the item off and proof of the package when it was delivered. They havent given me any information on what happened to the package besides that they cant find it in their warehouse.

  Business Response

  Date: 11/26/2023

  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 *** have been caused. We have checked the details you provided and can confirm that our customer service department has been following on this issue and emailed you on Nov 26 to kindly request for your confirmation on our offer through the 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: 12/10/2023

  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,

  *******

   

   

  Business Response

  Date: 12/18/2023

  Hello *******,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that all the correct items (i.e. the drone) in your order PO-211-***************** were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order.
  
  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: 12/19/2023

  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,

  *******