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:11/19/2023

  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 $200 worth of merchandise. The quality was terrible and fit was horrible. Returned everything exactly as instructed for them to receive the packages and refuse me a refund saying they never got the packages after confirming receipt. Lies all lies. . Garbage quality and illegal business practices.

  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.
  
  We sincerely apologize for the inconvenience regarding your concern. We understand that you returned the item(s). Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality.If you would not mind sending us your return tracking number, the order number or any other details about your Return & Refund through Temu.com or Temu app live chat or this platform, we would be happy to assist with your issue as soon as possible.
  
  Best wishes,
  *******

• Initial Complaint

  Date:11/18/2023

  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.

  On Oct 22, I have placed an order (PO-211-00270367657590421) on Temu.com. The items arrived late and I returned them for a refund to original payment method on Oct 30. Temu has given a prepaid return label via *** and I boxed up my order and dropped it off. Over 10 business days later, I still have not received any updates from Temu.com. I have reached out to their support via the app and inquired on why the return was taking so long. Temu has claimed that the package was delivered to a different location (tracking 1ZC1E8649031086440) and for me to contact the shipping carrier ***. Upon contacting ***, they have asked me whether I am the receiver or the shipper. When I talked to them, they said that I am not the shipper since I am not the one that was invoiced by *** and I need a shipper's # to proceed with a claim. I have reached back to Temu about needing an invoice from the return label but now Temu says that the return has been delivered and awaiting quality inspection. Temu has been very shady about the whole situation giving me different stories that are contradictory. I have followed the return instructions exactly as followed and Temu is holding my money. Now I do not have the items I ordered nor the refund to my original payment method and Temu is illegally holding my money. Attached are pictures of my conversations with Temu as well as the tracking history of the return 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. Checking the details you provided, we would like to inform that Temu has been keeping in touch with the warehouse staff on your return package of the order PO-211-00270367657590421. Our customer service department has emailed you and offered you an explanation on Nov 21. 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:11/18/2023

  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.

  I made a purchase from temu for a pair of hiking boots and a survival knife. I got the boots but the knife wasn't in the package. I have filed a complaint every day for the last five days and they are blaming **** and everyone else. It's the poorly packaged way they ship things that's caused this to happen and they keep refusing to refund the money or replace the knife I screenshot their responses

  Business Response

  Date: 11/26/2023

  ********************,
  
  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 concerning the order PO-211-***************** and can confirm that our customer service department has emailed you and offered you a refund on the knife (please see details in PO-211-*****************-D03). 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:11/18/2023

  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.

  PO-211-***************** didnt get my order. they say it was in my mailbox after not giving updates on my order for days. when i checked my mailbox it was not ********* was refused refund. first time ordering from temu this company is a scam and its weird.

  Business Response

  Date: 11/26/2023

  Hello Tae B,
  
  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 on Nov 17, 2023 1:30:00 pm EST. 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 **************************************************************** 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.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 need further assistance, please 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 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,

  Tae

   

   

  Customer Answer

  Date: 12/06/2023

  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. 

  on 12/05/23 i got PO-211-***************** two weeks late. when i opened the package my frontal was balding and looked like it had already been worn. i requested a refund and it got rejected. they said i could return my item but if i send it back they are going to try and say this isnt what they sent me and not give me my money back when this is what i received, look at the frontal i was supposed to get vs what i got. 

  Business Response

  Date: 12/13/2023

  Hello Tae,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience that this may have caused. We have checked the order details you provided and can confirm that all the correct items 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.
  
  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 **** business days for it to appear since timing depends on your financial institution.
  
  We notice that the order currently has an after-sale issue (PO-211-*****************-D01).To return the package, we kindly suggest to use the return label on our website for a refund. Thanks for your extreme patience and cooperation.
  
  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:11/18/2023

  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.

  I have been getting multiple emails every day. I not only went through the unsubscribe process, I also have contacted customer service multiple times. The emails havent stopped and they are being no help in making them STOP!!!!

  Business Response

  Date: 11/25/2023

  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 by "multiple emails". 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. 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:11/18/2023

  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.

  #PO-211-11871326147190904 Complaint is on their shipping advertising and practices. They advertise free expedited shipping for orders over $129. Certain items can't bed expedited, and it is supposed to show that on the item. I carefully made sure all the items showed they could have expedited shipping and placed the order. Some of these items I needed quickly. Next thing I know I receive an email stating my order contained something (they never said what) that could not be shipped expedited per "shipper regulations" so they split it into 2 orders and gave me a monetary credit. Somehow they think that makes up for not getting items on time when you needed them. HOWEVER, instead of splitting it so that all of the items that qualified for expedited were all shipped expedited, they split it and sent one crappy item, a piece of clothing, by itself, that showed the estimated delivery date range as the expedited dates. I seriously doubt that it even was really an express shipment as I received it via US mail. I was extremely angered by this bait and switch tactic, contacted them. Their solution was to refund for the one item shipped express by itself and another credit. And now, the rest of the items are stuck somewhere and they have to investigate what is going on. An order I placed 3 days after this one is already out for delivery today and my large order with over 20 items in it that I placed to get expedited delivery and didn't is lost in transit somewhere at this moment. The amount paid shown below includes the $12.06 refund they gave me for the one item.

  Business Response

  Date: 11/25/2023

  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 completely understand the distress and frustration that you have been through. Your feedback is extremely valuable to us and we will strive to address any concerns you have.We will constantly review the customer satisfaction and optimize the quality of customer service.
  
  Checking the details you provided, we would like to inform you that Temu has applied for a full refund for the order PO-211-***************** to the original payment method. Our customer service department has emailed you and offered you an explanation. 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:11/18/2023

  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.

  It's not TEMU it's one of their extra companies? The name is Wellness watch, I thought I won a watch and I was paying for shipping of **** and they charged my debit card for a watch and some kind of membership thing, I called TEMU and spoke to a gentleman he insisted that he had no clue as to who this company was ( and I believed him) and to find out all the information on this company and send them the information including a screenshot of my phone where they took out the money, needless to say I couldn't get a screenshot, I've contacted this wellness watch told them not to take any money off my card because I believed they were TEMU and I didn't order or want the watch, I was under the impression I won it and just had to pay shipping needless to say I can't get ahold of the *********************** I've called and wrote to them and complained and haven't received any kind of response from them, I just want my money returned and I'm sending the watch back ( they have a 30 day money back guarantee ) are I need their address to return something I didn't needs. I feel so stupid for falling for their c*** I just want my money back on my card so I can continue to live in peace, I just can't believe I was so stupid. I'd send supporting documents but I don't know how to do that and I don't want to accidentally erase anything from them

  Business Response

  Date: 11/24/2023

  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 you have made the purchase through a different platform or retailer.
  
  Since you have already made purchases via a ***************, we recommend that you contact your bank immediately to report the issue and seek assistance. Please be assured that we take this matter very seriously and reserve the right to pursue legal action against these copycat companies. Thanks 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 any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:11/18/2023

  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 am submitting this complaint against Temu, an e-commerce platform, for their involvement in misleading advertising practices related to a cashback offer promoted in collaboration with ***********. During the Black Friday sale (November ****, 2023), I was influenced by an 18% cashback advertisement to make multiple purchases on Temu through Rakuten. This offer was a decisive factor in my decision to choose Temu for my shopping needs.Upon completion of my transactions, Rakuten, the rebate company partnering with Temu for this offer, denied the promised cashback. They inaccurately claimed that my orders included the use of a "coupon," which was not the case. The only exception was the standard free shipping that was automatically applied to my orders. It's important to note that Temu, being the primary vendor, shares responsibility for any promotions associated with their products, including clear communication of terms and conditions.The following order IDs pertain to my transactions:PO-211-05185551688313922 PO-211-***************** PO-211-***************** This experience not only represents a breach of the advertised cashback offer but also raises concerns about misleading and deceptive business practices jointly by Temu and Rakuten. There is a pattern of such incidents, as other consumers have also reported similar experiences with these promotions.I request an investigation into this matter to address the accountability of Temu in ensuring truthful advertising and honoring promotional commitments. The failure to provide the advertised cashback has financial implications and undermines consumer trust in Temu's marketing practices.I appreciate the attention of the Better Business Bureau in this matter and trust that appropriate measures will be taken to ensure that Temu upholds the standards of fair and honest advertising. Thank you for your assistance in resolving this issue and for helping maintain consumer confidence in online shopping platforms.

  Business Response

  Date: 11/24/2023

  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 inform that Temu cannot interfere with whether the platform will provide cashback, how much cashback you will receive, or the progress of the cashback. We appreciate your extreme patience during the process and your participation.
  
  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:11/17/2023

  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 my first Temu order on nov 06 2023 order PO-211-*****************. The order with tracking number ********************** said it was delivered on nov 15, it I didnt received it I contacted Temu by chat on the 16th and speaked to madronero who constantly kept repeating me the same that my package was marked as delivered and to look for it around my house,I mentioned him I had already done that serval time he said that was all he could help small he could do to reach back on regular operating hours but he wouldnt give me there costumer service number!!! Im really mad that Temu has scammed me I have never had a package lost o and have b n on this adress for 4 years. This is the worse way no give away your money. And there costumer service is so poor

  Business Response

  Date: 11/24/2023

  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 to the order PO-211-*****************. We have checked the details you provided and can confirm that our customer service department has emailed you on Nov 21 through the ticket ****************. 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,
  *******

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought headphones a few weeks ago went to charge them today and they caught fire. I contacted Temu about it and they said they would refund me to buy new ones but I have ***** on my fingers and in a lot of pain and it seems they didnt care at all. I want others to see this post so they dont buy them or get injured I ended up having to miss the rest of my day of work due to the pain and not being able to perform my rest of the day because I type all day!

  Business Response

  Date: 11/24/2023

  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.
  
  We have received your feedback about the headphones. As a consumer-centric platform, we sincerely apologize for the inconvenience that *** have been caused by product. Your information has been well received and our corresponding department has been working on the issue. Our customer service department has also emailed you on Nov 22. Please check your inbox.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. We will constantly review the customer satisfaction and optimize the quality of customer service. If you need further assistance, please message us through Temu.com or Temu app live chat. Thank you for your understanding.
  
  Best wishes,
  *******

  Customer Answer

  Date: 11/24/2023

  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,

  ********

   

  They want me to go to the *** I cant afford an ER visit. I missed work due to this. Why would headphones catch fire? They told me i used the wrong charger but this is the charger they sent in the package 

  Business Response

  Date: 12/04/2023

  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 Temu has issued a refund on the headphone in your order (PO-211-16119061545591187)and an extra compensation for the after-sales issue you reported. The ticket **************** has been closed after an agreement has been reached. Please check the emails that our customer service department has sent you on Nov 29. Thanks for your cooperation and understanding.
  
  As a consumer-centric platform, we sincerely apologize for the inconvenience that *** have been caused by product.Your information has been well received and our corresponding department has been working on the case to improve the selling of this item.
  
  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,
  *******