Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,758 total complaints in the last 3 years.
2,134 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Temu on 4/9/2025. It was $65.17 total and multiple items. The delivery service was uniuni. On 4/18/2025 the tracking changed to out for delivery. However it never arrived on 4/19/2025. I contracted Temu and they claimed to have told the company to do the delivery. On 4/19/2025 at 6:41pm it changed to delivered as the status. The photos of the delivery showed it wasnt my home (it was an apartment) and it wasnt my package. The photos showed another persons name and address and it wasnt me. I contacted ****** about this as this is theft and fraud and they responded once asking for proof on 4/20/2025. I sent the photos and they have not responded since. I have sent 2 follow up emails and no response. This is incredibly dangerous for my personal safety. This thief of a driver has my home address and the ability to show up any time on top of stealing from me. I dont know if charges are appropriate for this or not but I am so tired of thieves. I would like to file a police report but they are refusing to answer emails to give me any information about the driver. I am extremely anxious that someone with criminal behavior in a dangerous city may show up and break in. This isnt ok. To be clear my complaint is for uniuni and NOT Temu.
Business Response
Date: 05/06/2025
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 apologize for any inconvenience this may have caused. We have investigated your issues with the relevant department and can confirm that we have arranged the reshipment of this order. And the package was delivered on Apr 29.

Furthermore, we greatly appreciate your feedback and will take it into consideration to improve our logistics experience. 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:04/28/2025
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.
7 orders be placed on match 15 delivered on March 27 I did not place those orders on April 26 temue say put money back on account a few hours latter got email saying not refunding money after say they would this account be hacked I reported it to them say refund money now nor giving back
Business Response
Date: 05/01/2025
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 you provided and, after our investigation, we can confirm that we haven't detected any unusual / unauthorized charges in your account.

Furthermore, we want to emphasize that all our payment links have obtained ************************** Security Standard (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID Check, **************** *******, Discover ProtectBuy, and JCB J/Secure.

If you don't want the items, you may apply for a refund within 90 days of purchase. To apply for a refund, please 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 ****************************************************************.

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: 05/01/2025
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:04/27/2025
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 was sent an incorrect item, so I contacted Temu chat. The chat agent agreed to give me either a reshipment or a credit to cover increased price to help me repurchase item in addition to remove sudden $25 minimum spend that they put on my account right after this issue. That in itself is illegal. You can only have $10 minimum spend and it can only be credit card purchase. This was with store credit and debit card. You also have to warm customer of term changes. There was no warning. Temu did give a partial credit, but it is not enough to repurchase item as promised. They refuse to honor that and remove illegal minimum spend. So I want the rest of the credit added and either the spend min removed or even more credit to cover shipping on local items.
Business Response
Date: 05/06/2025
Hello Vita,

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 the incorrect item has been refunded to you. In addition, we have offered extra Temu credits as compensation and you can use it to place a new order.

Regarding the minimum spend restriction, we are sorry that we cannot remove it at this time. To maximize the use of shipping space and promote eco-friendly consumption, purchases of items shipped from Temu require a minimum order value. You can add more items shipped from Temu to reach the minimum order threshold. Meanwhile, items shipped from local merchants do not require a minimum order value, so we suggest you prioritize purchasing local merchant or semi-managed items. Thank you for your understanding and support.

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: 05/06/2025
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 # ********. Minimum spend over $10 on credit card purchases is illegal. It is also illegal to have any minimum spend on store credit or debit card. So I do not accept illegal minimum spend, since your minimum spend is $25 and the refund is only $11. No way to access it without being forced to buy more items.

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,
Vita

Business Response
Date: 05/14/2025
Hello Vita,

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 for bringing your concerns regarding the minimum spend requirement to our attention. We are sorry to inform you that we are currently unable to remove this restriction, as this policy is in place to maximize shipping space and promote eco-friendly consumption.

However, as a one-time courtesy, we have processed a $20 Temu credit compensation on Apr 27 to your Temu credit balance to help cover the minimum spend. We hope this gesture demonstrates our commitment to addressing your concerns and improving your experience with us.

Our customer service department has also offered you an explanation through an email ticket on May 12 and has been following up on this issue. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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: 05/14/2025
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 # ********. The minimum spend is $25, so a $20 credit does not cover it. I still have to buy extra stuff that I dont want in order to use credit. And again, it is illegal in my country to have a $25 minimum spend, so I suggest you escalate that issue to someone who can remove it.
[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,
Vita
Initial Complaint
Date:04/27/2025
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.
On April 17, 2025, I place an order that included 6 watch bands of different types and colors that supposedly would fit a Versa 4 smartwatch.When the package arrive I noticed that only 5 of the 6 watch bands were included in the package.I filed a missing item report through Temus App and it was denied. I proceeded to contact Temu via chat and after a lengthy conversation, a ticket was created. I heard back today and again it was denied. Temu claims We have received your inquiry regarding your order PO-211-*****************. After coordinating with the relevant department, we have confirmed that there are no missing items from your order. As a result, we regret to inform you that we are unable to support your refund request at this time.I paid $5.34, including tax for the missing item. It is not much, bout is the principle of the matter. I did not received the item I paid for, I want a refund.I do not want a replacement, though none was offered, because none of the other watch bands were I ordered fit the smartwatch so I returned them all.
Business Response
Date: 05/07/2025
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 $5.34 has been refunded to your Credit balance on Apr 29. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.

Our customer service department has also offered you an explanation through an email ticket on April 29. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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:04/26/2025
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.
On 8/25/25 I was on TEMU App and I received a option to spin the wheel for a credit and an click the box for prize. At the end of each the site showed that I needed to add eligible items to my cart and click to claim my $300 credit and prize. I went to click the claim button to use the credit for items but it checked out my cart and my account was charged $188.12 and $166.96. I immediately reached out to TEMU the same day to cancel and get a refund for the unauthorized transactions. Based on the email i received today, they are not willing to assist. I also reached out to ****** to dispute but TEMU has yet to respond. That is $355.08 of my hard earned money just gone without my approval. I'm so shocked that they would do this. I'm upset and frustrated with a site that I thought was safe to use.
Business Response
Date: 05/01/2025
Hello Takeya,

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 you are experiencing difficulties with our promotional activities. Upon checking, you participated in our activities "Win Credits" and "Reward Balance". And we can confirm that we haven't detected any unauthorized charges in your account.

Furthermore, we have found that you have initiated a dispute on these orders, 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 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.

Our customer service department has also offered you an explanation through an email ticket on April 30. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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: 05/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[I have been in communication with Temu **************** since 4/25/25, immediately after this happened to me and my issue still has not been resolved. ****** reached out to Temu and has been waiting on a response so that they can refund me for Temu unauthorized withdrawn of $188.12 and $166.96. The reason these are unauthorized transactions is due to the simple fact that I NEVER clicked checkout in the Temu app. All I've wanted and explained since the day of the unauthorized transactions is my money refunded back to my bank account. Even though I've explained my situation to Temu **************** immediately after this took place Temu has not been helpful regarding my refund.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Takeya

Business Response
Date: 05/13/2025
Hello Takeya,

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 sincerely apologize for any inconvenience. After a thorough investigation, we have confirmed that we have not found any unauthorized charges on your account. We want to assure you that our promotional processes are transparent, and the checkout button is clearly visible on the activity page before an order is placed.

Furthermore, since you have initiated a dispute on these orders, 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 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.

Our customer service department has also offered you an explanation through an email ticket on May 6. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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: 05/13/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[I do not accept the response from ****** with Temu. I stated the facts about my experience on the Temu app and Temu representatives just keeps saying the same thing about their promotion and what should've taken place. However, the fact is the claim button checked out my cart without me clicking the checkout button at all. Temu has not resolved my unauthorized transactions issue and just keep saying out didn't happen and keep blaming my bank.?
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,
Takeya

Business Response
Date: 06/09/2025
Hello Takeya,

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 reaching out to us with your feedback. We sincerely apologize for any inconvenience this situation may have caused you. Following a thorough investigation, we can confirm that no unauthorized charges were found on your account. We assure you that our promotional processes are transparent, and the checkout button on the activity page is clearly visible before an order is placed.

Furthermore, we have verified that a chargeback initiated by you has now been successfully processed. We recommend that you continue to monitor your bank's refund status, as it may take some time for them to process and reflect the refund in your account.

We appreciate your patience and understanding in this matter.

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: 06/09/2025
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.
[TEMU is lying.]

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,
Takeya
Initial Complaint
Date:04/26/2025
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 purchased 2 pillows from temu store soft moments. Package shows delivered but I never received it and all I get told is to submit tickets left and right to temu and temu has nevet helped me in the past and I don't trust them. My complaint is targeting mainly the store I purchased this from soft moments
Business Response
Date: 04/29/2025
Hello Luris,

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 and can confirm that your order has been refunded to your original payment channel on Apr 27. Once the refund has been successfully processed, please note that it may take 1-10 business days for the refund to appear in your original payment method.

Our customer service department has also offered you an explanation through an email ticket on April 27. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

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:04/26/2025
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 company is absolutely absurd from sending products that do not match the descriptions or pictures they advertise. Their customer service is a disgrace and the worst I have ever dealt with in my life. I am contacting you because their customer service cannot do anything and I believe that when I chat to customer service ******************** and it says it is a live agent, I think they are lying and it is a robot. The "live agent" cannot do anything more than what I can do myself. This company operates under illegal policies and practices and it needs to be stopped. I have 2 different issues and will submit 2 different complaints,**The reason for my complaint is that they want me to return Worn, used dirty underwear and that is freaking beyond disgusting. I contacted customer service and asked them "So, you want me to return my dirty underwear?" and they said I need to if I want my money back. This is another ridiculous thing g with Temu among the other thousands. No other company in the world even allows you to return with underwear or underwear at a,k but if unsatisfied, they still give you your money back.***order I'd PO-211-18702815647271051***5 pieces women's solid color briefs ORDER TOTAL $6.17 ***order ID ***************************Pack of 5 women's seamless triangle underwear ORDER TOTAL $4.40 My first issue is that I ordered 2 different t sets of underwear that were under 2 different orders and theh did not match the size description they had advertised. I followed their size chart for the size and I ordered according to what they listed and the ite s were way too small. I did wear to see if they were comfortable but unfortunately they were not. In the past, Temu has issued refunds without a return but it seems they do that with purchase that as re a dollar or two.
Business Response
Date: 05/07/2025
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 verified that you have returned the items, and the return package is currently in transit. Please be informed that once our warehouse team receives the returned item, the refund process will be immediately activated. We appreciate your patience and understanding in this matter.

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:04/26/2025
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 have MANY, MANY complaints about how Temu does business, but to focus on just this order, then I will never have anything to do with them again. They charged me for a product I never put in my cart. I was owed $19.05, which they agreed to give me a "Temu Credit." I then tried to apply it to an order in my cart for $21.85 that included a crinkle hose and a thyroid suppliment. Suddenly, the cost of the items DOUBLED so that I was not getting any credit for my refund! I spent a whole day going back and forth with them and it was a joke. I cancelled the hose order, that had skyrocketed from $19 to $42 dollars, and requested they send me a cheaper ($10) crinkle hose they had listed on their site as the credit should cover that but they refused. I want to get my hose since it is owed to me via the credit. Thanks--
Business Response
Date: 05/03/2025
Hello *******,
I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience this may have caused.
We have checked the order details you provided and can confirm that your order has been fully refunded. $21.73 has been refunded to your original payment channel and $7.90 has been refunded to Temu Credit balance.
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. Meanwhile, the refunded amount to your Temu Credit is already available in your Temu account. It's worth mentioning that Temu credits never expire and can be instantly applied to your next order, as well as used in conjunction with coupons, free shipping activities, and other discounts.
We noticed that the item price is still the same as what you originally paid. We kindly recommend using the refunded amount to repurchase the item again. If you find any price difference or an increase in price, please don't hesitate to reach out to us so we can assist you with the price difference compensation.
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: 05/03/2025
[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,

******* *******
Initial Complaint
Date:04/26/2025
Type:Delivery 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.
Have not received item.
Business Response
Date: 04/30/2025
Hello *****,

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

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been refunded to you on April 29. 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. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.

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: 05/04/2025
[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,

***** ****
Initial Complaint
Date:04/26/2025
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.
When processing refunds for orders, Temu asks us to prioritize or automatically default to refunding the money to store credit. At first, I didnt pay much attention to it because I frequently shop on Temu, so the credit didnt affect me much. However, over the past six months, I haven't received any cashback from sites like *********************** and ****************************************************** I contacted their customer service to ask why, after several months, I was told that because my Temu orders were paid using store credit, Temu rejected all my cashback claims. Some orders had less than $1 paid with credit, yet I still couldnt get any cashback.I have spent several thousand dollars on Temu in the past six months, and the rejection of cashback as 13% back that has caused me to lose about $500. When I complained to Temu, they insisted it was the cashback websites problem and refused to take responsibility. But how could it be that two separate cashback platforms would both "scam" users about Temu at the same time?I believe Temus behavior is extremely shameless they constantly tempt users to convert refunds into store credit to keep the money within Temu, while secretly canceling the cashback they promised to the cashback platforms using all sorts of excuses.
Business Response
Date: 04/30/2025
Hello Yangdong,

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 want to clarify that the cashback you are expecting is a contract between you and the respective cashback platform. Temu does not have control over the cashback platform's decisions regarding whether cashback is issued. Therefore, we strongly recommend that you contact the customer support team of the cashback platform directly for the most accurate information and assistance with your cashback inquiry.

Furthermore, we understand your frustration regarding this matter. As a gesture of goodwill, our customer service department has emailed you and proposed a compensation plan for you on Apr 18. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

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: 04/30/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I did receive your compensation offer, but it was only $10, which I have rejected multiple times. This is because I lost several hundred dollar in cashback. As clearly stated in the document I provided, the cashback platform pointed out that the cashback was denied because my order used credits, and this decision was made by Temu. However, it was Temu that kept recommending the use of credits. When I requested a refund, the default option was to refund in credits, stating it would be processed in seconds, while the alternativeoriginal payment methodwould take up to 7 working days. Even when I chose the original payment method, Temu still prompted me in the next step to prioritize credit refunds.

Think about it: you kept pushing this refund method without ever informing me that using credits in the payment would disqualify the order from cashback, and that you wouldn't pay the cashback platform any commission in such cases. Because of this deceptive practice, I lost hundreds in cashback. The *** I uploaded clearly shows how many orders were affected, and Ive been chasing this issue for nearly a year. Now, instead of resolving the problem, Temu is pushing me back to the cashback platform. It seems clear to me that there was never any real intention on your part to solve this issue.

Business Response
Date: 05/07/2025
Hello Yangdong,

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 sincerely apologize for the frustration and inconvenience this has caused you. We would like to clarify that the cashback agreement is between you and the cashback platform, and Temu does not have the ability to intervene in their decisions.

However, we acknowledge your frustration with the circumstances. In light of this, we have provided you with a compensation offer. We understand this may not fully address your concerns, but it represents the best offer we can provide at this time. Thank you for your understanding in this matter.

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: 05/07/2025
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.] The reason I reached out to the BBB is because I did not agree with Temus compensation. I also cannot accept Temus explanation, as I contacted the cashback website, and as stated clearly in the email I forwarded, they confirmed that it was Temu who refused to make the payment. What I am dissatisfied with is the way Temu handled the situation. When Temu recommended that I choose credit as a refund option, they should have clearly informed me that using credit would make me ineligible for any third-party cashback rewards. If I had known that, I would have insisted on refusing credit, no matter how inconvenient it was.

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,
Yangdong

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