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:06/01/2023

  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 placed an order for $74.27 on 5/21/2023 for miscellaneous games and household / car items. ******* said it was delivered with a picture, but immediately I looked at the picture and knew it was not my front door. I went outside still and looked around thinking maybe they just took a picture of the wrong house and put it on my delivery, but I searched and couldn't find it. I asked my neighbors to see if they knew where this house was and they had no clue as well as I search for 15 minutes around my neighborhood. Couldn't find it so I reached out to laser ship / on track to see if they knew what was going on. They said they were so sorry that it was delivered to a wrong address somewhere in ******* but they couldn't give me the exact location due to privacy but they tried to send the driver back out to where it was delivered to and the package was no longer there. The package was not insured so there was nothing that they could do on their end. Was told to reach out to the shipper. So I reached out to temu and let them know what was going on that my package was wrongfully missed delivered but that because it was not insured there was nothing that the shipping company could do. They denied me a reorder because some of the items were out of stock, and they denied me a refund saying that it was delivered to the correct location when I have proof that it wasn't and I sent them pictures of where it was delivered as well as pictures of what my front door looked like which you can clearly tell are completely different houses. They kept giving me the runaround telling me I need to call the shipping company in which I told them I already have and they keep closing out the chat each time as well as giving me a run around with the ticket. Order number is PO-211-***************** And tracking number is 1LSCZM3001TOKT2 from lazership I filed our police report and the police advised me to file in court if they keep refusing to refund my money.

  Business Response

  Date: 06/08/2023

  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, or email us at *****************************.
  
  Best wishes,
  Candy

  Customer Answer

  Date: 06/12/2023

  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. 

  I have already contacted the carrier which was the ************* post office. When they pulled up the *** coordinates it does show it was delivered, however it was delivered to a 15 pine Street not ************** but in the same city. There is nothing that the carrier can do besides apologize because of the fact that my package was not insured. So I already reached out to them. And I had contacted you guys back to let you know that and you still time after time refused saying it was delivered successfully And yes it was delivered successfully just not to the correct address.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 06/19/2023

  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

  Customer Answer

  Date: 06/20/2023

  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 same exact response that you sent the first time. And what you're not understanding is yes it was delivered but it was not delivered to the correct address. And I did contact the shipping company, but my package was not insured so they are not liable for that It is up to you guys to refund my money. It would be a different story if you had insured my package, but because there is no insurance on it, it all falls back to you guys. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 07/01/2023

  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 taking the time to contact us regarding your recent order, PO-211-*****************. We understand your frustration and apologize for any inconvenience caused.
  
  After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address. We suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance. 
  
  If you need any further assistance or have additional questions, please feel free to reach out to us. Thank you for your patience and understanding.
  
  Best regards,
  Candy

  Customer Answer

  Date: 07/05/2023

  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. 

  It was not delivered to the correct address. Anything can be marked delivered a successfully and still be delivered to the wrong address which is what had happened in my situation. I do not have anything, this is absolutely ridiculous because I paid for items that I did not receive which is illegal to do.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 07/20/2023

  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 taking the time to contact us regarding your recent order, PO-211-*****************. We understand your frustration and apologize for any inconvenience caused.
  
  After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address. We suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.
  
  If you need any further assistance or have additional questions, please feel free to reach out to us. Thank you for your patience and understanding.
  
  Best regards,
  Candy

  Customer Answer

  Date: 07/20/2023

  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. 

   

  Again same message. Nothing was delivered to my house. Very unprofessional and will be filing a lawsuit 

  [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:06/01/2023

  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.

  May 7/23 I spent $465.13 to order items for resale in my store. I received none of them. They say it was delivered but they will not look into it further.I can see that it shows delivered but it shows at gate. I asked them to look into this further as we have a gated home with many secure places to place a package. At gate is the equivalent of leaving it at the side of the road. To make matters worse, they have stated that not receiving packages from them has happened previously, making me, the customer, feel accused of lying. When I asked for clarification on this, I received yet another generic reply, along with more replies always taken out of the email chain. I am looking for my money back, or to Re ship my items and ask them not to be left at the side of the road so I actually receive them.Ive also attached a picture of my not secure location since they will not address my questions about when this happened before and about having a secure location.

  Business Response

  Date: 06/08/2023

  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-037-***************** 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 ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, or email ** at *****************************. 
  
  Best wishes,
  Candy

  Customer Answer

  Date: 06/12/2023

  [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:05/31/2023

  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.

  Placed the order on 5/18/23 PO-211-*****************. Package arrived with water damage. All the items are damaged inside the package. Water inside the items. Asked support to refund for the damage. Been having a run around and no resolution. Im not able to return these items, they have water inside them. There is no box or packaging for these damaged items. I dont have time to go to the post office as I work 8 am - 7 pm and post offices are closed. I am not waiting 14 days to receive my refund. I need my money back.

  Business Response

  Date: 06/07/2023

  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 understand that you are requesting a refund for your order PO-211-*****************. We understand that returning products can be inconvenient and we apologize for any inconvenience this may cause. After looking into your case, we regret to inform you that, as per our company policy, we are unable to refund the order before we receive the returned items. Therefore, we kindly ask that you return the items to ** for a full refund. Please be informed that once our warehouse team receives the returned items, we will process the refund immediately.

  Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at *****************************.
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/31/2023

  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.

  Order *************************** Order ******************************************** Order *************************** Order *************************** i have few orders returned via *** and it has no update since 25th, I talked to them many times they have hard time understanding, keep asking me to wait for it to deliver, what if they got lost? hire someone who understand english. According to **** it would be around Tuesday, May 30 by End of Day. YOu may track it with the return tracking number: 1Z1V31X02011544412

  Business Response

  Date: 06/07/2023

  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 received your return parcel as of now. However, we are still confirming with *** about the status of this parcel. Once we receive the package, we'll contact you as soon as possible.
  
  Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, or email ** at *****************************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/31/2023

  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 order on May 13 with temu. I spend over 100 on this. The package came getting delayed in transit with onetrac delivery company. Then my package got to *************** witch is delivery location and it stayed there for 5 days. I kept complaining to temu about my package being help and now showing up. I have a mentally challenged child and her needs care full time so I'm home all the time. Yesterday on May 30 the delivery company said it was delivered on my porch however I was sitting in the living room since 8am and I never see anyone walk on my porch. I do not believe the package was delivered to me. This company told me it was delivered to the correct address and I can't get a refund. I noticed temu 30 minutes to a hours after receiving a text 2:30 telling the package was delivered at 1 pm. Now my package say undeliverable. What the heck does that mean? Temu told me to call the delivery company however the delivery company only commination is thru text messages. The delivery company name is Lasership but when you go to there website is actually called ontrac. Both companies are scammers. I want a full refund back and buyer please beware of temu and don't buy from them if you want what you purchase. Bbb please help me get my money back and share my post please

  Business Response

  Date: 06/07/2023

  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 ** and we are constantly working to improve our service quality. If you need further assistance, please message ** through Temu.com or Temu app live chat, or email ** at *****************************.
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/31/2023

  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.

  Hello my name is *************************** . I made a purchase April 18 ***** , my order was lost by they shipping provider I asked for an replacement also spoke with the post office it was the driver fault but here I am an month later and no package or reimbursement. I would like my order full or money back at he this point . They have no respect for customers and no escalation department its just someone hiding behind a big business I know many people who packages was either lost or wrong items sent and they have no remorse. I had it happen twice im not ordering anymore from them

  Business Response

  Date: 06/07/2023

  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 ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/31/2023

  Type:Order 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.

  No idea when my stuff should arrive. Concerned I wont receive it. Please let me know If not want a refund

  Business Response

  Date: 06/07/2023

  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. Most packages arrive between **** business days. However, we are currently experiencing shipping delays due to the high volume of orders. Please allow me to brief you of the current status of your order:
  
  PO-211-18398631245431422 - Delivered 5 Jun
  PO-211-18398590008951422 - Delivered 5 Jun
  
  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 the most important 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, or email us at *****************************.
  
  Best wishes, 
  Candy

• Initial Complaint

  Date:05/31/2023

  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.

  Every item I purchased is literally less than dollar store value it is false advertising false representation not one of my items purchasers was as it was per sieved my pillow protectors couldnt protect a cats pillow my book shelves Im still trying to assemble because tha s***** aluminum keeps bending and breaking I want all my money back and this ******** site shut down its a scam

  Business Response

  Date: 06/07/2023

  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. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items. We implement strict policies and control measures to ensure product quality and accurate product descriptions. If you are not satisfied with any items you receive, you may apply for a refund within 90 days of purchase. 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. 
  
  Customer satisfaction is of the utmost importance to ** 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, email us at ****************************** or call us at **************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/31/2023

  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.

  Dear Temu,I am writing to express my utmost disappointment with the recent promotion you ran where users could earn free stuff by referring their friends. My friends and I were excited to take part in this promotion and reap the rewards of our participation. However, when my friends created new accounts and used my referral link, they were informed that they were "existing users" and could not participate in the promotion.This is incredibly unfair to both myself and my friends. We were all eager to take advantage of this promotion and receive the rewards we felt we had earned. However, to find out that we were ineligible due to some arbitrary definition of an "existing user" is extremely disheartening. I urge you to reconsider how you handle these types of promotions in the future. Please ensure that all users who participate in promotions are given a fair chance to receive the rewards they have rightfully earned.Thank you for considering my complaint.Sincerely,*****************************

  Business Response

  Date: 06/07/2023

  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 that you are experiencing difficulties with our referral rewards program. We are sorry to inform you that after a thorough investigation, we can confirm that the rewards issued to you are consistent with your activity in the game according to our rules stated on the activity details page. The rules of our activities are stated on the upper right corner of the activity details page. If you are not getting credit for an invite, please make sure that the invitee is a New User who is defined as a real person who (1) never had a Temu account before, and (2) within 24 hours after downloading Temu App the first time, registered a Temu account and joined the Referral Program by clicking on the unique link you shared. If you need help verifying your invites, please do not hesitate to message us on Temu.com or Temu app live chat, email us at ****************************** or call us at **************. We would be happy to further assist.
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order PO-211-***************** was marked as delivered May 9th *********************************************************************************************** this is unacceptable

  Business Response

  Date: 06/06/2023

  Hello Aerial,
  
  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 any assistance, please dont hesitate to message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************. 
  
  Best wishes,
  Candy

  Customer Answer

  Date: 06/07/2023

  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.]

  This is unacceptable its your responsibility to issue a refund/replacement all I want is my money back for a order i never received 
  
  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,

  Aerial

   

   

  Business Response

  Date: 06/15/2023

  Hello Aerial,
  
  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, or email us at *****************************.
  
  Best wishes,
  Candy