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:11/07/2022

  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 made two purchases from this company just 2 weeks ago I was excited to hear the orders had shipped out within a few days. Contracting the order I hadn't noticed that their system input my street incorrectly I know where I live I input my street ***********************************, their system input brookside b r o o k s i d e that was incorrect I have emailed them several times since this past Monday they said they would refund me for their unprofessional incorrect system not allowing a package to come to my correct address ?! I still to this day have not received anything from them but nothing but bogus emails !!???! Again this morning I attempted to reach their customer service chat which nobody responds they don't care so I am taking care of business the way I need to by reporting their unprofessional so-called bogus business they're doing or not doing I should say !!! Enclosed are the screenshots of the prices I paid for the two orders and my circled address which they input incorrectly I do not live on brookside BROOKSIDE !!! I LIVE ON ****** !!!

  Business Response

  Date: 11/08/2022

  Hello ********,
  
  Good afternoon.
  
  I am Dada Sun 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.
  
  I reviewed your case with the logistics team from your lead and confirmed that there are 3 orders with the wrong address.
  I apologize for the inconvenience you experienced in this case.
  
  $80.84 of refund will be initiated today to the card you used in the orders and will appear at your financial institution within 3-7 business days depending on your financial institution processing.
  Here is the breakdown of the refund:
  order number: PO-211-*****************
  refund amount: $20.56
  order number: PO-211-05191602137593278
  refund amount: $17.42
  order number: PO-211-05191676662393278
  refund amount: $42.86
  
  $10 credit as compensation has been initiated today and will appear at the "credit balance" of your TEMU account within 2 business days.
  
  Thank you for bringing this to our attention. We will definitely strengthen our efforts in screening shipping partners to provide a clean and safe shopping environment for our users.
  
  Please feel free to contact me once you have any questions and concerns, thank you!
  
  Best,
  Dada Sun
  Cell phone: **********
  Address: ***************************************************************************

• Initial Complaint

  Date:11/02/2022

  Type:Billing 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.

  October 31st, 2022. 10 same charges for $89.85. Whatever this company is for did fraud on my bank account. I black out specific area (the balance on my account). Find a photo attached for evidence purposes. After this has been sent, I am going to report my bank for fraud and have police involved. Please give all of the money back on my account!

  Business Response

  Date: 11/02/2022

  Hello *******,
  
  I am Dada Sun 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.
  
  
  I'm assigned to this case, and I'm here to assist you with investigating and resolving what happened to your account. Our records have identified ten transactions of $89.85 each on October 31, ************************************************ your comment.
  
  According to our records, for each of these transactions, we have received affirmative confirmation from the card issuing bank that the payment has passed the bank's 3-D secure verification, which means the card issuing bank has successfully verified the identity of the payor for each of these ten transactions.
  
  I would strongly suggest that you contact your bank immediately and report the incident to the police. At your request, I would do everything within my power to provide whatever cooperation and assistance required to help you, your bank and/or the police to get to the bottom of this. I'm very sorry for what happened to you. But please understand that we are also the victim, not the perpetrator. If you need anything or have any questions, I'm here to help. You can reach me at [email protected].
  
  
  Best,
  Dada Sun

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau and ************:
  
  I really appreciate you responding quicker than expected. 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 #********. Thank you for being so kind and you did your best as you can. I have filed a fraud with my bank related to this transaction so hopefully I am receiving a full refund of those 10 transactions. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Again, thank you BBB and ************! Stay safe!
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/19/2022

  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 placed an order on there website for two items and they promised to have my order between August 29th-October 7th or they would garentee a full refund which they have actually done, but when I talk to there customer service agents they act like they don't care and call me dear, I understand it is being polite but I am not there dear and all the can keep saying is be patient be patient be patient!! Well I am tried of hearing that this package has been in the same location since August 22nd and not moved!! And past security which I understand but I had a package from wish.com that came from ***** and it got here away earlier than this package has... Well every time I call customer service they act like they don't care and they don't want to do anything about it I told him they should have refund my money and give me another one and shipped the next day service when we can't do that just be patient this is getting ridiculous

  Business Response

  Date: 10/24/2022

  Hello *******,
  
  I'm Dada 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.
  
  I've reviewed the complaint and understand your concern regarding the refund for the undelivered items. 

  I apologize for the undelivered in this case. 
  
  Refund of $3.72 has been arrived to the card used on the order on Oct7th.
  $10 credits has been initiated to the "credit balance" of your temu account and will be arrived within 1 business day.
  
  Hope this helped and solved the issue. I will keep you informed of the progress of each step.
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
  
  Best Regards,
  Dada Sun
  
  Temu.com
  www.temu.com
  
  
  

  
  

  Customer Answer

  Date: 10/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ******* Springs