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:06/11/2023

  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 order to temu over a month ago, the tracking number shows that it was received by them on 5/12. According to their website it only takes 1-3 days for them to issue a refund after the items have been recieved. I have contacted multiple times about the issue and they have never resolved it even tho it clearly states how much refund I am owed and that they Received the items. I am requesting the refund for the items I returned in the amount of $90.51 Order number PO-211-***************** Return *******************************

  Business Response

  Date: 06/17/2023

  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 details you provided and can confirm that 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,
  Candy

  Customer Answer

  Date: 06/20/2023

  Temu has done nothing to resolve my issue  I have not been refunded or told when I will be refunded all they have told me is that they are still waiting to inspect the return which they received over a month ago  that is unacceptable when their website says it only takes a few days  I need refund or i am absolutely disputing the charge with paypal

  
  Regards,

  *********

   

   

  Business Response

  Date: 06/28/2023

  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 deeply apologize for any inconvenience caused. We have checked your order details and you have initiated a dispute for your order PO-211-*****************, therefore your payment has been stopped by your payment channel. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on PayPal or your payment channel. We'll continuously improve the display of our items to avoid further misunderstandings.
  
  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,
  Candy

• Initial Complaint

  Date:06/10/2023

  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.

  The App claims to offer a $7 ******** Switch console for new users, after signing up for them. I have signed up and. Was never offered this promotion. After further research its only available at a certain time of day each day the item goes on sale for that price. I waited on day one and every day since and then gave up after a while I tired again. And for two weeks straight I waited for the promo to pop up for for the sale to start I was never offered this sale. I have made other purchases since then and have proved to be a loyal customer and have even recommended this app to everyone I know. But after to day I will probably never use this app again. I had finally had enough of the run around trying to get the discount so I contacted customer support. I was on live chat with them for over an hour and was transferred to three different members all of them making the same remarks and about how the sale works and not explaining why I was not able to receive it. All of there agents seem to be robots with only a few responses and they dont seem to care about your feelings. They were not willing to help resolve the problem or give any real reason why the promotion was not working for my account. They also refused to let me speak to any sort of supervisor. I just wanted to get a ******** switch for $7 like their commercials say but for some reason Im not able to because of their own technical difficulties. As far as I can tell this app is a huge scam and no one is actually getting this discount.

  Business Response

  Date: 06/17/2023

  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 details you provided and can confirm that our customer service department has contacted you and offered you a compensation plan. 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,
  Candy

  Customer Answer

  Date: 07/04/2023

  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 ********************************* claimed they offered me something but I never received anything from them.   I was never able to reply to there message online because it closed my complaint. But the companies response was un truthful. I did not receive. Anything.   They said they asked someone to reach out to me with something or they already did. But I never got any emails or message on the app. From customer support.  Im confused how taking their word. Over verification from the customer is a reason to close my complaint.   Im not satisfied with what I got because I got nothing. Now Im even more frustrated because this company doesnt seem to care that they are treating their customers badly 

  Business Response

  Date: 07/12/2023

  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 details you provided and can confirm that our customer service department has contacted you and offered you a compensation plan (a [20% OFF, capped at $20] coupon). 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,
  Candy

  Customer Answer

  Date: 07/12/2023

  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. 

  The website and all their commercials offer a ******** switch for $7.  This is not an offer they are willing to fulfill and will not give this discount. They claim they can only give a 20% up to $20. Off of an item which is not and exclusive discount  they offer that discount every day on their web site.   The switch cost $349 dollars. Even  with $20 off its not going to be $7. Their adds are false and they have not made any attempt to contact me with a real response. The person thats responding to these messages is just saying word for word what the customer service representative said.  Also. Everyday they put out these adds that are basically coupon scams. If you buy a certain $ amount you get back coupons for a limited time on a next order but they have time limits and usually disappear before you would need to use them.   Iv added pictures of them as well .   The problem is they have made no effort to actually follow through with the commercial they put out. The ******** Switch has never gone on sale on the site and i have never been offered an exclusive discount. I also have heard from other social media people that they only got a switch at a discount price from them for selling out and advertising for them.   It doesnt seem fair that a normal person being show a commercial shouldnt be able to redeem the offer in front of them. Because of what seems like discrimination.
  
  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:06/10/2023

  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.

  My package was not delivered they claim it safe ordering from them but they're not will to help I contact the mail carrier and they say to contact the sender. I have asked my neighbors no package.

  Business Response

  Date: 06/17/2023

  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 understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-211-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. Please check your mailbox, around your house, and other possible locations. If you are still unable to locate the package, please contact the carrier for further assistance.Thank you for your understanding.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  Candy

• Initial Complaint

  Date:06/10/2023

  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 received a message stating my package had been delivered to a PO Box in ******* when I clearly live in *******. When speaking to **** they advised me that the tracking number of the package was a fraudulent tracking number that has been given to packages from this company all over the US. I have made three orders with this company and when trying to request a refund on PayPal as that is how I paid for my orders the email address is no-******************************* It is hard enough out here without being frauds by companies. I need this money back if Im not going to receive the products I ordered.

  Business Response

  Date: 06/17/2023

  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 reaching out and we are sorry that you are experiencing difficulties with your order. Please allow me to brief you of the current status of your orders:
  
  PO-211-10988496369271590:Package Number: BG-23060657TLBZCMFS
  Tracking Number: 92055903139608300008531530
  Delivery Status/Date: delivered 14 Jun
  Items: 6 Items
  
  PO-211-10988463959671590:Package Number: BG-23060657TLBZCMFS
  Tracking Number: 92055903139608300008531530
  Delivery Status/Date: delivered 14 Jun
  Items: 3 Items
  
  PO-211-21983627195511590:Package Number: BG-23060657TLBZCMFS
  Tracking Number: 92055903139608300008531530
  Delivery Status/Date: delivered 16 Jun
  Items: 11 Items
  
  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 $5 credit (for standard shipping) or $13 credit (for express shipping) 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 (********************************************************************************). 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,
  Candy

• Initial Complaint

  Date:06/10/2023

  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 have been a ton of ads for this company. TEMU sells really really cheap products that don't even have instructions in English. I bought an air purifier with no way to use it. I have since TRIED to delete my account. The app has been reinstalled on my phone multiple times without my permission. I'm closing a spade a spade. This is cheap cheap Chinese c*** as a way to watch the USA. I'm calling out as I see it. This is dangerous and needs to be addressed ASAP. This company is invading my privacy by having access to my devices.

  Business Response

  Date: 06/17/2023

  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 details you provided and can confirm that we haven't detected any unusual downloading as you described. 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,
  Candy

• Initial Complaint

  Date:06/10/2023

  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.

  So I ordered a radio that's about 150 bucks off Temu screen was messed up when I got it so I sent it in 21 May. They received it June 5 since June 5 to now which June 10 they still haven't issued a credit or a refund for the radio they won't let me talk to the supervisor a supervisor has not called me. They have expedited the stuff for five times when this is creating an issue with my vehicle concerning my blinkers, my horn, and all that it's a safety concern and I've told them this they will not issue me a credit for a new radio let alone let me talk to a supervisor instead they just give me a runaround. This is ridiculous your business needs to do business a different way like you guys blew up too fast and you can't handle it now like this is ridiculous. I should not have to wait a week for $150 to buy a new radio. I was supposed to have a supervisor called me within the last hour. It's been now five or six hours him. Something needs to happen. You guys need to give me my money back or you need to credit me so I can get a new freaking radio so I don't have a car that is not safe.

  Business Response

  Date: 06/17/2023

  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 your order PO-211-***************** ($196.00) has been refunded to you. Our customer service department has also emailed you and offered you an explanation. 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,
  Candy

• Initial Complaint

  Date:06/10/2023

  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.

  Hello I have had a bad experience with temu so I placed an order on temu and paid ***** on Temu and temu claims that I would get 120 dollars then I never received the money and I never was Even able to use it on the website and I spent my money on this and did not get a *************** back on this purchase so I believe I am entitled to a full 120 dollars I would like for the money to be deposited into my into my pay pal account for compensation Thank u for your time

  Business Response

  Date: 06/17/2023

  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. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you don't mind sending us the screenshot of the activity you mentioned, please email us at ************************************** so we can help you resolve this issue as soon as possible. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  Candy

• Initial Complaint

  Date:06/09/2023

  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.

  Your Temu order out-for-delivery notification (#PO-211-06473724749413924) June 2, 2023 at 7.am for $59.31 and for an overdraft in the amount of $32.00 for a purchase that I never made nor gave permission to have money taken from my account. I have written Temu on the 6/2 & 6/3 & more with no help at all.

  Business Response

  Date: 06/16/2023

  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 details you provided and can confirm that we haven't detected any unusual charges as all the orders were shipped to your address with your name. Please contact ******* for further assistance. If someone stole your debit card information, we suggest that you contact your bank and report to the local police and the local division of the *** immediately. We encourage you to thoroughly examine all places, both online and offline, where your card information could be exposed. If someone used your card to make purchases on Temu, unfortunately, we are also a victim, not the perpetrator. We are investigating the allegation internally and will report to the police if we uncover anything suspicious. 
  
  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,
  Candy

• Initial Complaint

  Date:06/09/2023

  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.

  In placing an order an item I was viewing was added to my order. After contacting the company the item was removed from my order and it was agreed I was due a full refund. I was assured that a full refund would be returned to my card. Several days later a PARTIAL REFUND was applied to my account.

  Business Response

  Date: 06/16/2023

  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 your order PO-211-***************** ($11.21) has been refunded to your original payment channel. 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,
  Candy

• Initial Complaint

  Date:06/09/2023

  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 made an order on May 30th (PO-211-03550181786232886) I recived the package on June 6th, except it wasn't the items I ordered. They sent used, un wrapped items. I contacted support, they asked me to provide shipping labels and pictures of the items I recived, I did this process 4 diffrent times with 4 diffrent customer support agents. I spent $230 and didn't recive a single item I ordered and they are refusing to help me, will not accept the items returned and will not issue a refund to either my bank or temu credit. I'm getting the run around until I'm out of the refund date policy

  Business Response

  Date: 06/16/2023

  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 your order PO-211-***************** ($233.47) has been refunded to you. 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,
  Candy