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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

Find a Location

Temu.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Temu.com

      31 Saint James Ave Ste 355 Boston, MA 02116-4101

    • Temu.com

      101 Arch St Boston, MA 02110-1130

    Customer Complaints Summary

    • 4,733 total complaints in the last 3 years.
    • 2,151 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Ok may 12th I made an order and have not yet received it, but it is not late as of now. My problem is the promotions or whatever they are called , you have to invite friends and it is supposed to give free gifts PayPal money temu credit things like that. Well I have done all of the above and actually a couple of my invites joined temu but I did not receive ANY of my PayPal money or my 3 free gifts. I think that the incentives are c*** cuz I have talked to a few other people on temu and they had the same problems with Not recieving thier Incentive bonuses.

      Business Response

      Date: 03/25/2023

      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-***************** is in transit on 21 Mar, and you can track it via **** **********************. Regarding the promotion you mentioned, we are sorry that you are having trouble participating in one of our activities. Based on our investigation, you have invited one current user. 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,
      Joy

    • Initial Complaint

      Date:03/16/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was supposed to recieve a package 7 days ago i made sure to put the apt number specifically to they dont leave it in the lobby. I went to check the next day since it was delivered, and i couldnt find it. i called the carrier and they confirmed that the package was delivered. and they said i had to talk to temu about it i stayed on the line for almost 3 hours trying to contact the temu customer service and no one responded i tried to do the live chat but that was removed and you had to submit a ticket. I submitted almost 5 tickets complaining that i didnt recieve it and it took a whole 24 hours for them to respond and they still didnt help. I went to the cameras of the lobby to check and they confirmed that someone took the package and that it wasnt their problem or responsibility of a missing item. I tried contacting temu again with no response i tried getting a refund or atleast a reshipment but they dont wanna give me anything back since it was confirmed to be delivered. I have no idea who took the package. I spent so much money on the order and i still havent got any help from temu. The tickets that I submitted i recieved no help at all very bad customer service. I still havnt got my money back or my package.

      Business Response

      Date: 03/25/2023

      Hello Ganna,

      I am ************* from Temu.com, reaching out in response to a complaint filed with the Better Business Bureau (BBB) on your behalf. I have also provided the BBB with a copy of this message.

      Thank you for reaching out to us regarding your order. We apologize for any inconvenience this may have caused and understand your concern. After conducting an investigation, we regret to inform you that we are unable to provide a reshipment or refund for this order.

      Our team has confirmed that the package was delivered to the correct address. We recommend checking your mailbox, around your house, and other potential locations for the package. If you are still unable to locate it, please contact the carrier for further assistance.

      Additionally, we have noticed similar issues with your previous orders. To prevent this from happening again in the future, we suggest choosing a more secure shipping address.

      If you have any further questions or concerns, please do not hesitate to contact us directly.

      Best regards,
      Joy

      Customer Answer

      Date: 03/25/2023

      [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:03/16/2023

      Type:Delivery Issues
      Status:
      Answered
      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 157 worth of items. Received an email stating I needed to verify address. **************** could not assist me after speaking with them via chat for 25 minutes. The 157 dollars has been deducted from my account. The email is stating I am not going to receive my items if I dont verify my address. I have verified my address multiple times. The 157 has been deducted from my account.

      Business Response

      Date: 03/22/2023

      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-***************** is proceeded normally now. It is being packed on ******************************************** the Temu app or on Temu.com. 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:03/16/2023

      Type:Product Issues
      Status:
      Answered
      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 bought products from Temu.com wasnt satisfied with product and returned for a refund. Submitted Temu.com with the tracking number information of return and Temu.com keep telling me it will take 14 business days for refund to be credited back to my card and now its been a month now. Cordially Yours *********************

      Business Response

      Date: 03/22/2023

      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 we have issued your refund $33.43 with priority on Mar 17, 2023, 10:50:58 am EDT . You can reference the status of your refund by clicking the 'Refund/Return details' button. Please allow **** business days for the refund to appear as timing varies depending on 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, email us at ****************************** or call us at **************. 


      Best wishes,
      Candy

    • Initial Complaint

      Date:03/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After ordering items from TEMU, I have now received a GRA Moissanite ring I did not order. This is a brushing scam. The return address is fake, so I cannot return it. I do NOT want to be charged for the ring. It came with no receipt, no value. I think a third party seller on the site has my information, and this is upsetting to me. See photos attached. Looking online I see this has happened to many people.

      Business Response

      Date: 03/22/2023

      Hello ********,


      I am ******************* from Temu.com, reaching out in response to a complaint filed with the Better Business Bureau (BBB) on your behalf.  I have also provided the BBB with a copy of this message.


      Thank you for your feedback and we are sorry for the inconvenience. Based on the shipping number you provided (**********************), we can confirm that it is not related to any order from our platform. We recommend you check on other shopping platforms to see if you have placed this order elsewhere. 


      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:03/15/2023

      Type:Billing Issues
      Status:
      Answered
      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 8, 2023 I purchased 15 clear vinyl crossbody bags from Temu for crafting. I paid for express shipping and was given an arrival date on March *****. On March 11, 2023 the price of the item dropped and I asked for a refund of the difference which was only given to me as a store credit. No other option was given (I don't want store credit). Later that day I messaged about the shipping status and the fact that I paid extra for express shipping. I was given a very generic response offering a $13.00 credit if my item was not delivered by March 13, 2023. The company would not confirm that my package was there, shipped or would be shipped anytime soon. On March 12th I messaged again and received the same response (no doubt a bot) bur showing my order was packed and ready to be shipped (see photo). The "agent " stated they had received my order and would ship out by March 12th. I continued to receive the same offer of only a $13.00 credit on an account I will never use again. I have continued to message and have received no refund or product. The company has my money and I only have a "credit ". I am asking for a FULL refund back to my original payment method.

      Business Response

      Date: 03/21/2023

      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.


      Thank you for your feedback and we are sorry for the inconvenience. We can only support the refund of the price difference as Temu credit for now. Thank you for your understanding. We have checked your order PO-211-***************** and can confirm that it is in transit now. Please track your parcel by *** #1Z4W26R96602065553. 


      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:03/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Ive ordered off of Temu twice and it said my packages were split into 2 so Im assuming 4 packages. But the problem is, it says they arrived in my mail carrier but they werent there when I went to check. I contacted Temu to get a refund or replacement for these items and they just ignored what I had to say and said it says delivered. Im not sure what more to do than file a complaint because I dont have my packages and Im out over $100 now. My first package was worth $51.22 and my second $62.74. I just want my money back at this point. I ordered from here because I heard shipping was great and it said it got here fast but my only problem is that it wasnt delivered to my personal mailbox or even my house. Ive checked everywhere and would appreciate if I got my money back in this huge ordeal. This is just a huge headache and just want a refund so I have my money back. Im really disappointed and was looking forward to the products I ordered that never showed. The Temu attendant that handled my ticket said also said I should put in a more secure address. I dont handle the shipping and Ive gotten all my other packages except my ones from Temu. Im not sure what the problem is as to why its not delivering to my specific address and would love if yall helped.

      Business Response

      Date: 03/21/2023

      Hello ******,


      I am ******************* from Temu.com, reaching out in response to a complaint filed with the Better Business Bureau (BBB) on your behalf. I have also provided the BBB with a copy of this message.


      Thank you for taking the time to contact us regarding your recent orders, PO-211-***************** and 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

    • Initial Complaint

      Date:03/14/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 6 outstanding orders with temu right now. None if them shipped as of today, 3-14-23. All i want is my orders to ship asap. The status on the orders just say the same thing every single day: sorry that its taken this long to pack your order. I have tried to contact temu several times and have submitted tickets but never heard back. I dont want refunds. I just want my orders to ship now!!

      Business Response

      Date: 03/21/2023

      Hello ****,


      I am ******************* from Temu.com, reaching out in response to a complaint filed with the Better Business Bureau (BBB) on your behalf. I have also provided the BBB with a copy of this message.


      Thank you for your feedback and we are sorry for the inconvenience. Please allow us brief you on the current status of your six orders:
      PO-211-13536185861753335 (delivered on 16 Mar)
      PO-211-02884569436793335 (refunded on 16 Mar to your original payment channel)
      PO-211-08382200876153335(prioritized in warehouse)
      PO-211-19377306076793335(prioritized in warehouse)
      PO-211-19377280087673335(prioritized in warehouse)
      PO-211-04258974136953335(prioritized in warehouse)


      We are sorry that you are experiencing difficulties with your order. Most packages arrive between **** business days. However, we are currently experiencing shipping delays due to the high volume of orders. 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, email us at ****************************** or call us at **************.


      Best wishes,
      Candy

      Customer Answer

      Date: 03/21/2023

      In response to Temu.coom claim that they are "prioritizing the shipment", I do not believe a word of it. It has been 11 days since I placed my orders and they still haven not been shipped. I believe temu has no intention of shipping my items at all, because if they were going to to ship them, they would have by now. What is the hold-up? Is this any way to operate a legitimate business that customers can trust? I don't think so.

       

      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,

      ****

       

       

      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 reaching out and we are sorry that you are experiencing difficulties with your order. 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 orders:


      PO-211-13536185861753335 - Delivered 16 Mar
      PO-211-02884569436793335 - Refunded to your original payment channel
      PO-211-08382200876153335 - Delivered 28 Mar
      PO-211-19377306076793335 - Delivered 28 Mar
      PO-211-19377280087673335 - Delivered 28 Mar
      PO-211-04258974136953335 - Delivered 28 Mar


      We apologize again for any inconvenience. 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, email us at ****************************** or call us at **************.


      Best wishes, 
      Candy

      Customer Answer

      Date: 03/30/2023

      Order ID : ************************

      Your policy states that you provide a $5 credit if you don't ship my order within 5 days. The above order was placed on March 23 and it didn't ship until March 29th, which is 6 days after I placed the order. I did NOT receive a credit for this order. According to your stated policy, I should have received  the credit. 

      I contacted temu's customer service and was told that I will not receive a credit. I don't understand this. You are clearly violating your own policy here and this is FALSE ADVERTISEMENT!


      Regards,

      ****

       

       

      Business Response

      Date: 04/17/2023

      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 we have offered you Temu credits for the late shipment of your order PO-211-***************** according to our policy. Please check your Temu credit balance. 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:03/14/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Hi, thank you for your assistance. The online purchase was from Temu ******.

      Customer Answer

      Date: 03/14/2023

      Tracking number: JY2334100446011688 I received a delivered notice from uniuni of my online order, however I cannot locate my package. After reviewing the picture that was taken by the delivery guy, it is shown that he left the package on a chair in the lobby of the building which is a public area accessible by anyone. There is no concierge in this building. He did not leave the package in front of my unit which he will have access since he already entered the building. I don't know how he entered the building, the only entrance to the building is locked and can only be opened by using the intercom to call the resident. The delivery guy did not call my unit. As seen on the same picture, there is another door in the picture which is not lock (there is no locking mechanism on that door). If he would go through that door and leave the package in front of my unit, I would have a better chance in receiving it.I submitted an online request to uni uni on March 10, 2023 but there has not been a reply although they claimed they will reply within 24 hours. I have also call their customer service but after I told them that where the package was left and it is not ethical to leave it in a public area, they hung up on me.This business model of uniuni is absolutely unreasonable. The online company refused to refund my money or resend my order which I can understand because to them the order was delivered. I am left with a hole in my pocket.

      Business Response

      Date: 03/21/2023

      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.


      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-***************** (CA$20.32) has been fully refunded as Temu credit which can be used immediately. You may view your Temu credit balance by clicking You in the Temu app or your username on Temu.com and then choosing Credit balance. 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: 03/22/2023

      [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:03/14/2023

      Type:Product Issues
      Status:
      Answered
      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 has told me to wait 48 to 72 hours. I still have not heard anything from now. I have to ask for help from your company because I see that. I'm not getting no help from now and when I talk to someone. They are just giving me to run around and telling me a supervisor will contact with me. Nobody still reached out so what I'm asking for now is a refund Because They're still not corroborating and it's sad that they got my money and I don't have my merchant And like contact u p s andtold my that this company have to do a claim And the company refused to do what I asked. They just told me to wait for a supervisor seventy two hours to forty eight hours and still no help Or response

      Business Response

      Date: 03/21/2023

      Hello ********,


      I am ******************* from Temu.com, reaching out in response to a complaint filed with the Better Business Bureau (BBB) on your behalf. I have also provided the BBB with a copy of this message.


      Thank you for taking the time to contact us regarding your recent orders, 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

    Temu.com is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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