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:03/23/2023

  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 followed an ad for a small folding washing machine that I saw on ******** I bought the item, and purchased a few other items as a new user. It wasn't a lot, but they basically took my money and gave me "store credit" in exchange instead of the item that I wanted. This is clearly false advertising to spend thousands to advertise an item you don't have. This is almost as bad as the "free" items on another website that just keeps my money. This website is slightly less sketchy because at least I'll get some of the items, but not the item that was advertised.

  Business Response

  Date: 03/30/2023

  Hello Cta,
  
  
  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. Based on the information you provided, we are not able to locate your order for now. If you don't mind sending us your order ID, please email at ************************************** so we can help you resolve this issue as soon as possible. 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

• Initial Complaint

  Date:03/23/2023

  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.

  On March 20th I purchased most of my newborn baby items, car seat/stroller, rocker and etc worth of $500 just to get hit with a Verify ownership message which I did with a bank statement just for them to KEEP my items on hold and for them to tell me I have to verify myself again with the SAME bank statement and I was asked to do this FIVE times and yet Im still being denied on getting my items and they cant process my order but yet my account was charged $500 !!! This is fraud, they took my money but wont ship out my items ! Its frustrating me because I sent my ID with a picture of account number and last 4 digits of card number with my name on it ! And they basically telling me Im not me and ima fraud ! But I wouldnt be frustrated if it really wasnt ME ! Im upset cause I see the charges on my bank statement and is telling me I shouldnt worry because they havent charged me because my things are on hold but THEY TOOK MY MONEY !!!!! All I wanted was my baby items to get here on time but it wont because of this BS ! Ive called customer service numerous times and emailed them and still no help smh !!!!!

  Business Response

  Date: 03/30/2023

  Hello Destiny,
  
  
  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 you can place orders now. For your order PO-211-*****************, please be noted that you were not charged for this order. However, you may still see a temporary hold on your bank account or credit card statementit is typically removed in 25 business days. Please contact your bank or card provider if you have any questions or concerns. 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

• Initial Complaint

  Date:03/22/2023

  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.

  Misleading and fake advertising Since I enrolled in TEMU I have received tons of emails with phony and fake discounts.I just got an email saying, "Take $10 off on each single item." Click here and . Not true at all, It doesn't even discount a cent of the false promise of $10 off.Also, TEMU advertises that you will receive 3 free gifts; you choose them, and it takes you to a deceptive link that forces you to "refer" friends and to get access to points for the "free gifts" that you won't receive until your "friends" sign up - none of this information is disclosed when free gifts are offered.I complained to TEMU directly and just got a copy-paste email containing no related information for the matter I was requesting an answer to.Don't appreciate it when companies do fake/clickbait advertising, and false pretenses to get your information, is TEMU aware that in the States the *** Act prohibits unfair or deceptive advertising in any medium???Shame on them!!

  Business Response

  Date: 03/30/2023

  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 reporting this incident and we are sorry about your experience. After investigation, we can confirm that the email you received of "taking $10 off on each single item" is true and valid, and the $10 off is only for some designated items. We'll continue to improve the display of our advertisement in order to avoid further misunderstandings.
  
  
  We are sorry that you are having trouble participating in one of our activities. 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

  Customer Answer

  Date: 03/30/2023

  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.]
  
  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:03/22/2023

  Type:Billing 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 was doing the Easter game, and got the link opened, but did not get the credit and was unable to spin the wheel again. Im just a little confused id this is a mistake or if I did something wrong. Thank you.

  Business Response

  Date: 03/30/2023

  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. After a thorough investigation, we can confirm that you have failed in sending link to your friends due to poor mobile phone signal. We'll continuously improve the experience of our activities. 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

• Initial Complaint

  Date:03/22/2023

  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 2 order one on 3/2/23 and one on 3/3/23. Totaling 24 items, both orders were shipped as 1 and suppose to be received on 3/15/23. I never received a single item from either order. The post office has declared my package lost/stolen by the carrier. I have contacted Temu customer service several times to initiate a refund for my 24 lost/stolen items and the REFUSE to give me a refund stating the package was shipped to the correct city so I WILL NOT be getting my money back. I have filed a claim with **** about the missing package as well. Every time I call Temu I ask to speak to a supervisor and they refuse to put one on the phone saying they are in a meeting Everytime or just not around. I simply want my money refunded as I didnt receive these items. They keep telling me to check the post office. I have went to my post off 5 times every time being told the package isnt in the warehouse and they are unable to locate the package to call the company for a refund. The company being TEMU refuses to help me in any way. I then go to place an order this morning with Temu Credits that I have and my account is suspended and they wont tell me why. The employee I spoke with claims she put in a ticket but refuses to send me any proof that she submitted a ticket because thats confidential information. They are orders #PO-211-10335768684151675 and #PO-211-02089387213432675. I hope this is taken care of in a timely fashion as its already been over a week with me getting NO help from Temu. I would also like to know why my account Creidts totaling $60 have been suspended.

  Business Response

  Date: 03/29/2023

  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 deeply apologize for any inconvenience caused.  We have checked your order details and you have initiated a dispute for your order PO-211-***************** and 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. Upon checking, we noticed the latest order you placed was successfully paid by credits from your Temu account. It's no problem to use the credits.
  
  
  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

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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 on March 8, 2023 and it was said to be delivered by March 17th. I continued to receive updates that the shipment would be delayed. Finally on March 19, 2023 I received a notice that the shipment was out for delivery, it never showed. Woke up to new notifications on March 21, 2023 that the shipment was returned to sender. The shipping address was correct, but it was odd that over night from status "out for delivery" in *****, **, not even 12 hours later it was being processed "returned to sender" in **!! In addition, the reviews state that the company is "******** based". So explain the fact that on March 13, 2023 my delivery was released from CUSTOMS. I was not aware that ******** based companies had to ship through customs if the final destination is IN *******. This company's honesty, lack of professionalism and customer fulfillment is nothing to be desired. You have 2 choices for non-receipt of items. Credit to your TEMU account which posts immediately or a credit card refund that you have to wait up to 15 days for. As quickly as you took my payment, I think it should be returned as quickly as Amazon's credits post which is less than 24 hours.

  Business Response

  Date: 03/29/2023

  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-***************** ($100.28) has been refunded as Temu credit. We apologize again for any inconvenience caused. 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

• Initial Complaint

  Date:03/21/2023

  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 temu I received the wrong items I followed they're returned process. They received the items and then refused to give me a refund I been calling them since March 3rd 2023 for a refund and they keep giving me the run around. I just want my refund back and if I have to go to court for it I will.

  Business Response

  Date: 03/28/2023

  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 have checked the order details you provided and can confirm that the refund $116.87 for your order PO-211-***************** has been issued back to your Temu credit balance as you requested. Please kindly allow 24 hours for the refund to reach your Temu account.
  
  
  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

• Initial Complaint

  Date:03/21/2023

  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 purchased 144$ worth of items come to find that the packages claim they have been delivered I started to put in for a refund on said items the automated part let me handle that first part of **** on my own then the second part of my order said contact customer service I first contacted my local police department filed a police report with them that I never received the said package that is showing as delivered the police filed a report and then I contacted customer service where I was told Im sorry for your loss like wtf sorry for my loss what ever happened to valuing your customer so they tell me they can not do anything for me Im out 140$ I am highly irate at this point and plan to contact a lawyer next over 140$ cause if someone steals from me then I take them to small claims court idc company or *************** I want my money back Im moving so they cant reship this to me as I am moving contacting **** they just verified that they show it as delivered as well so that leaves one option that a theft of my package occurred so now that Temu is not going to help me who is

  Business Response

  Date: 03/28/2023

  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.
  
  
  According to the information provided, we learned that you didn't receive the packages for your order PO-211-*****************. Upon checking, we have confirmed that the correct items were delivered to the correct address. However, you are our valued customer, and we have made a special request to offer you a refund as a one-time courtesy. Your refund of $135.82 was successfully processed on Mar 22, 2023, at 3:41 am CDT, with $135.70 returned to your original payment method and $0.12 returned to your Temu credit balance. You can reference the status of your refund by clicking the 'Refund/Return details' button. Please allow **** business days for the refund to appear back to your original payment method, as timing varies depending on your financial institution. Refunds returned as Temu credit will be available in your credit balance within 3 minutes.
  
  
  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

• Initial Complaint

  Date:03/20/2023

  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.

  I clicked on the Hat trick draw to win 3 FREE prizes. I maxed out my existing users and needed 1 more new user. My friend got the app and it said hes ineligible even though he is new and qualified. This also happened to another friend shortly after who I asked to do it for me. I need my free gifts and Ive done everything needed.

  Business Response

  Date: 03/28/2023

  Hello Indera,
  
  
  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 are sorry that you are having trouble participating in one of our activities. 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

  Customer Answer

  Date: 03/28/2023

  [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:03/20/2023

  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.

  Temu indicated my order was delivered...but I never received the order. After completing several steps on line Temu said i had to contact ***************** The only way I found to contact Temu **************** was to request a call back. Temu immediately calls you back...but then puts you on hold...I tried both yesterday and today and waited on hold for over an hour each time...then finally gave up. With such poor **************** I don"t plan to do any future business with Temu.

  Business Response

  Date: 03/28/2023

  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 would like to apply a refund to you, but we found you have initiated a dispute for this transaction. We don't have any permission to apply for a refund if the order was disputed. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on PayPal or your payment channel. 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: 03/28/2023

  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. 

  We were not able to get a satisfactory response from Temu or obtain a refund. Therefore unfortunately, it was necessary to get our credit card provider involved.
  
  Because of the poor customer service and added aggravation caused by Temu...we are still very dissatisfied with Temu@