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

4,505 total complaints in the last 3 years.
2,183 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:02/09/2023
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.
Not letting me unsubscribe!
Business Response
Date: 02/17/2023
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.

Thanks for your feedback. With the contact information you provided on BBB, we successfully unsubscribed you from our promotional messages. We also sent a confirmation email to you from *********************************** If you need further assistance, please contact us again through Temu.com or Temu app live chat, email ************************************* or phone ***************). Have a great day!

Best,
Candy
Initial Complaint
Date:02/09/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered bracelets and never received them but I paid for them I would like the bracelets and whatever else that was in the order
Business Response
Date: 02/17/2023
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 you are experiencing difficulties with your orders. After checking your tracking number, the information shows that the two packages were delivered on Jan 21 and Jan 30. We also sent a confirmation email to you from *********************************** Please check. ****************v-176b423f="" style="box-sizing: border-box;">
Best,
Candy
Initial Complaint
Date:02/08/2023
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.
I placed an online order at Temu.com and got charged $41.30 on Nov 27th, 2022. The business shipped a partial of my order (2 out of 11, worth $3) to me on Dec 9th and told me that they are still processing the remaining 9 items. After that, I never got contacted by the business and have been waiting for two months. I contacted the customer service through the online chat function on Temu.com on Feb 8th, 2023, and get notified that they wish me to continue waiting for the delivery. Even when I said I wish to have a refund, they avoided my request and stop the conversation. I wish to get a refund for the remaining 9 items that are not shipped yet. Order ID: #************************
Business Response
Date: 02/15/2023
Hello Ting,

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.

After checking with our team, we have gone ahead and issued you a refund for your undelivered items. Please allow **** business days for it to be reflected in your account as the timing depends on your financial institution. Thank you for your understanding.

If you need further assistance, please email *********************************** or call us ***************) so we can help you.

Best wishes,
Candy
Customer Answer
Date: 02/15/2023
[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,

Ting Fu
Initial Complaint
Date:02/07/2023
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 Temu promotion games are a joke. They say you have to reach a certain goal but when you get close to it it slows down significantly, which requires you to invite multiple new users before the time runs out in order to win a prize being credit, money, or an item from Temu. Like they want ***** or more new users in order to win the said prize but don't tell you that it just says that you can invite unlimited new users, although there is a set limit for exsiting users invites.When I go to post my link to get other users to click on it, it will show them a page saying that my game has expired when the same link to my game shows me that my game is working like normal.This is unfair because all the new users that I have referred will make them tons of money and refer other people to them. While I don't get anything for my hard work referring these people because the game is rigged and makes you believe that you will get these rewards in exchange for you playing the game and getting new users to join.
Business Response
Date: 02/15/2023
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 to us. We are sorry for any inconvenience caused. Your case is out of the norm. Customer satisfaction is the most important to us and we are constantly working to improve our service quality. We have reached out to you through ********************************** to help investigate and assist right away. We will follow up on this matter and get back to you as soon as possible.

Best wishes,
Candy
Customer Answer
Date: 02/15/2023
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.]

My case is not the 1st case that this has been happening to it has happened too many others also so that is a lie. They have and nothing has been solved even though I have proof that I didn't get the points for referring new users and as for the issue with people seeing that my game has expired on there and versus what I am seeing wasn't resolved as well. Instead they tried to downbplay it buy saying I won that game already and that my other game I started expire

This is not a unique case like they try to say. It has happened to many others. I have 2 issues that weren't resolved with the same game, instead they tried to down play it and told me that I had already won one game and the other game expired. They also mixed up which game was what.

The game is Fishland the first time I played I won and that was the game that was having issues with person telling me when they would click on my game that they would get a message saying it expired vs what it was showing me.

After that game was done. I started a new Fishland game since I knew what I needed to do to win. This game is the one I referred people to that I never got the points for referring them as a new user.

They tried to downplay this game by saying my time had expired (as of the 14th) and that my fish was only at 91% and that I wouldn't have won the game. The game gives you 6 days to complete and I had 1 fish left at 91% and I referred a new user on the same day I started playing. For referring a new user I would have got 350 g of fish food. I also had several other daily task to complete along with referred other people for the next 5 days in order to win.
One the first day I *************** them.about the issue, they complete they wasted the majority of those days talking with them online. 1 spoke with about 3 people before even getting my ticket submitted and then it took a day to transfer to someone else. By this time I have already submitted several screenshots and video screen recordings, at one point in time, I was on the phone with my new referral and online talking with customer service at the same time, which I have a video sceen recording of the whole thing.

I figured out what the issue was one day 1 and I even asked the them multiple times, if this was the issue and they ignored me. By the time I could tell my referee what was wrong so they could fix it, the app didn't recognize him as a new user anymore so I never received the points for referring him nor did they try to make it right. I have referred over 4 users and this is the only 1 that had the issue because they signed up with their phone.

-Temu states that a new user is considered someone who has signed up within 24 hours.

After my New user signs up via game link they complete what was asked.

They were given an option to sign up using a phone number, email, ****************** And they choose to sign up with their phone number. After they accepted my invite via the game link and signed up like the game asked him to, the game had them play and that was it.

It wasn't until customer service asked us what his user name was, that I found the issue. And we told them that it was his phone number and they said that they couldn't find him. So I asked him to send me a screenshot of his account with his user name and it showed that his user name was his phone number but then I noticed that something was different on his account vs mine when I signed up.

Under his username, it suggested that he add an email for extra security, my account never did this because I signed up with my email. This wasn't a requirement to complete the new user sign up. But this missing link had allot to do with it.

By them giving people an option to sign up using their phone is misleading to the people who think they're going to get credit for referring someone as a new user. When the new user signs up using their phone number they are not prompt to add their email for extra security during the sign up, it only asks for their name and their address along with accepting the invite by gamelink, downloading Temu app, and playing the game.

Like I said before once I figured it out, I asked them could this be the issue and they ignored me and waste it my time in the meantime by talking about stuff. And then they have the audacity to say that my game has expired as of yesterday and that my fish was only at 91%.

If the issue was handled appropriately and correct it the same day, I would have won because there were other tasks I needed to do to get points and I had 6 more days to complete it. I already had invited another new user to sign up and they were able to because they used their email but because of this issue with not getting the points for the first referral and them wasting my time until my game expired, it had messed up my game completely. When all they had to do was make it right by giving me the points I rightfully earned by referring a new user. I have multiple screenshots and screen recordings to prove my case.

-***************************;

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: 02/24/2023
Hello *******,

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

We have checked with our **************** Team and understand your complaint has been resolved. If you need anything else or have any other questions. You can reach me at ************************************ Thank you for supporting Temu!

Best,
Candy
Initial Complaint
Date:02/07/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received my order in the mail and it was missing items. The package had been massively taped up and clearly had a hole taped closed. Temu refuses to refund for my items that I did NOT get and says everything was shipped and shipped perfectly. Pretty much got told oh well. This isn't the first time I've had an issue with them. My first time, a couple months ago, they said a package was delivered that I never received and it took forever to get my refund for that. I attached pictures of my package, the items I did receive and pictures of what my order should have had that also shows they denied my request.
Business Response
Date: 02/15/2023
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. We have issued the refunds for the items in question in the form of Temu credits and sent you a confirmation email from *********************************** We understand the issue with the packaging and our team is actively working to prevent this from happening again. Our goal is to ensure satisfaction for all of our customers and we apologize for any inconvenience we may have caused. If you have any further questions or concerns, please don't hesitate to reach out to our customer service at *********************************** Thank you for being a valued customer of **********************.

Best,
Candy
Initial Complaint
Date:02/05/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company sends multiple unwanted texts to my phone every day. I have never done business with this company. I want them to stop the texts.
Business Response
Date: 02/14/2023
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.

Thanks for your feedback and I understand your situation very well. We have worked to unsubscribe you from our notifications and promotion messages. If you have any additional questions or concerns, please feel free to contact our customer service at *********************************** Thank you for supporting Temu!

Best wishes,
Candy
Customer Answer
Date: 02/14/2023
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 Temu company writes they have stopped the texts from their company to my phone but this is not true. I received three more texts today. Approximately 10 texts since they say it was resolved. This is not resolved. They need to stop all texts to me.

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: 02/21/2023

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.

Thanks for your feedback and I understand your situation very well. We have worked to unsubscribe you from our notifications and promotion messages. If you have any additional questions or concerns, please feel free to contact our customer service at ************************************ Thank you for supporting Temu!

Best wishes,
Candy
Initial Complaint
Date:02/05/2023
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.
This complaint has nothing to do with the nature of a purchase or transaction. This complaint has to do with an advertising problem. Im not sure if this is the place to report this but I need to reach someone regarding this find. My girlfriend found an adult product advertised on Temu that seems to be advertised more towards children than adults. The product in question is a 1pc Remote Control Octopus ********. The advertisement for this product contains many bright and attractive colors, innocent and cute looking sea creatures, a simplistic and kid-friendly background, and lettering explaining the use of the product is written in a front that is extremely small. This is all displayed in the pictures for the product. The only hard distinction that this is an adult product is the title of the product but could be unfamiliar to many children. I sincerely hope that this reaches someone who will be able to look further into this product.
Business Response
Date: 02/12/2023
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.

Thanks for your feedback. We take consumer safety very seriously and aim to build a safe and inclusive community for all. All digital marketing ads must comply with ad platforms' community guidelines to appear in front of specific audiences. We have looked into this and the reported picture has been replaced. We also sent you a confirmation email from *********************************** Thank you for point this out to us. If you have any additional questions or concerns, please feel free to contact our customer service at ***********************************

Best wishes,
Candy
Initial Complaint
Date:02/03/2023
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 need to return tops.Do like them,not what you page showed. Two big also .
Business Response
Date: 02/11/2023
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.

After checking with your order #PO-211-09479788749431689, I found that you want to return 4 items in this order, which are [Stainless Steel Mini Measuring Spoon Set Of 5], [Men's Plus Size Full-zip Lamb Fleece Jacket For Winter], [1pc 5-Color Home Stainless Steel Ashtray] and [12PCS Needle & Box].

We have checked and found that the warehouse has not yet received your returned items. However, we have sent you a confirmation email to ********************************** and will issue the refunds ASAP upon receipt of the returned items.

If you need any further assistance or have any questions regarding the shipping or return instructions, please don't hesitate to reach out to **********************************. Thank you for your patience and understanding.

Best,
Candy
Initial Complaint
Date:02/03/2023
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 took a screenshot of my review on trustpilot.com, so I hope it uploaded here, cause there's no way to tell.
Business Response
Date: 02/12/2023
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 that you are having trouble placing your order. We have looked into your case and the restriction on your account has been removed. You can now place your order on Temu! We also sent a confirmation email to you from *********************************** Our system temporarily froze the account and canceled and refunded your order to protect your account safety because unusual activities were detected. Customer satisfaction is our number one priority and we are constantly working to improve our service quality. If you have any additional questions or concerns, please feel free to contact our customer service at *********************************** Thank you for supporting Temu!

Best wishes,
Candy
Initial Complaint
Date:02/03/2023
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 few purchases from temu where items have shown up damaged wet and mildewed as well as opened and half of my items missing with nail glue busted and on all the other items. I called and was given a ticket number then was emailed asking for pictures that provided after that I heard nothing back so I called back asked to speak to supervisor more than once was hung up on then told all supervisors were busy finally got to speak with a supervisor who is supposed to be handling this even though the agent says it won't be refunded I want my money back for this purchase
Business Response
Date: 02/11/2023
Hello Phadra,

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 shopping on Temu (tee-moo)! 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, log in 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 the timing depends on your financial institution.

If you need further assistance, please contact ******************************************.

Best wishes,
Candy

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