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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:01/10/2023

      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.
      on december 27th 2022, i purchased an order totaling $233.24. on january 4th 2023, i recieved my package covered in a brown slimy, mold smelling substance. i then had to use gloves to open it, and the substance was inside ruining almost all of my items. i immediately took pictures then threw it away because my child shouldnt be around that. i messaged customer service at ********************, and they asked me to send pictures and i did. then they responded asking me to send them a better picture of the label. i had to go outside to the trash and SCRUB the label for them. they wanted me to go dig the stuff out of the trash and take my time to resend it back and then get a refund. i refuse to send back and touch stuff that smelled and looked like brown ***** slime and touch it again. i just want my refund but no ones answering anymore.

      Business Response

      Date: 01/16/2023

      Hello *******,


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


      I have checked with our online customer service team and understand your complaint has been resolved. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!


      Best,
      *************

    • Initial Complaint

      Date:01/09/2023

      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 RECENTLY PURCHASED A HAT AND BRACLET FROM TEMU ON Jan 1, 2023 AND ON Jan 1, 2023 I CANCELED THE ***** BEFOR IT WAS SHIPPED AND THEY SAID THAT I CANT GET MY REFUND BECAUSE THE PAYMENT WASNT PROCESSED. THIS IS NOT THE **** BECAUSE I HAVE A BANK STATEMENT FROM MY CASH APP ACCOUNT AND IT SAYS THAT A TRANSACTION WAS MADE ON TEMU AND MONEY WAS EXTRACTED FROM MY ACCOUNT.

      Business Response

      Date: 01/16/2023

      Hello ******,


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


      I have checked with our online customer service team and understand 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. You can also reach me at joy.***@temu.com. Thank you for supporting Temu!


      Best,
      *************

      Customer Answer

      Date: 01/17/2023

      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:01/09/2023

      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.
      I order from TEMU on Dec 26th, I had a few orders close to around 5 orders. With at least 2 of the orders containing ***** items each order. Package was said to be delivered Jan 7th, left its destination @ 10 Jan 6th & hasnt been seen since. I have contacted Customer Support, they have the worst customer service. Feels as if youre talking to a computer bot not a real human. I really liked the company, cheap prices and cool products but this is unacceptable. No one can give me the location of my package

      Business Response

      Date: 01/16/2023

      Hello *******,


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


      I have checked with our online customer service team and understand your complaint has been resolved. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!


      Best,
      *************

      Customer Answer

      Date: 01/16/2023

      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 contacted customer support & they have still not resolved my order #PO-211-13912290878072501 said the order was delivered but nothing was in the mailbox where they said they left it. Checked the front office, nothing. Checked parcel lockers and nothing. I just want my money back too much of an inconvenience & I spend my hard working money. Worst customer service 

      [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: 01/24/2023

      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. 


      I have checked with our online customer service team and understand your order has been fully refunded. Please allow **** business days for refunds to appear back to your original payment method. Timing varies depending on your financial institution and can take up to 30 days. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!


      Best,
      *************

    • Initial Complaint

      Date:01/09/2023

      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.
      Date of transaction/ 12/22 Refund $73.40

      Business Response

      Date: 01/16/2023

      Hello ********,


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


      I have checked with your order and  found that you did not initiate a refund request for this order.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." Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). For detailed return instructions, please visit **********************************************************************; If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!


      Best,
      *************

    • Initial Complaint

      Date:01/09/2023

      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 used a coupon that stated if I spend 40 I get 25 off once my items was shipped. My items have been shipped but they haven't given me my money back yet

      Business Response

      Date: 01/17/2023

      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. 


      I have checked on your order, The actual spending on the total 6 items is $21.99, while the minimum spending to apply the $25-off coupon is $40. Unfortunately, you aren't eligible to use this coupon on this order. I hope this provides some clarification.  If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!


      Best,
      *************

    • Initial Complaint

      Date:01/09/2023

      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.
      The item was never received the PlayStation 5 console they issued a refund for the two other items I received after multiple attempts they refuse to chat keep me waiting with no resolution they refuse to give me a refund for the PlayStation 5 that shows as delivered which is no where to be found 767.99$ in order number PO-211-*****************. My email address is ************************

      Business Response

      Date: 01/16/2023

      Hello ******,


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


      I have checked with our online customer service team and understand your complaint has been resolved. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!


      Best,
      *************

    • Initial Complaint

      Date:01/07/2023

      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 have placed order=PO-211-13558295347832435 on 12/30/22,was lured in by advertised $20.00 "earning" coupon if I spent $100.00, saved screenshot of my purchase document is uploaded in supporting documents attached, which clearly includes on top left corner and lower left area that I am eligible for $20.00, and that the coupon will be issued when order will be shipped, shipping date was 1/2/23, ************ number **********************, which is supposed to arrive between 1/7-1/12. I have communicated with customer service representatives,one hour each time daily,since 1/3/23,*********************,***,****,*****,*****,*******, etc to redeem my coupon.All verifiable on TEMU chat site, unfortunately I don't have any documentations about the call with ****** on 1/5/23 ,who first said you will get it 24h after shipment,then said 48h and when I mentioned that it was shipped 3 days ago,she told me you will get it upon delivery and hang up .The chats are useful for documentation,but having 24/7 support of "untrained staff " is very poor customer service. Now after multiple attempts, they are informing me that my purchase did not qualify for that coupon (original purchase price of $101.77 BEFORE taxes) because they credited my account $5.00 from a previous delivery delay.If you give $5.00 credit for TEMU's late delivery and then withdraw my $20.00 "earning" coupon for not reaching $100.00 minimum purchase,it is called " STEALING".Verify what the screenshot says, if there is any discrepancies,the explanation is maybe one item elimination between my click on purchase and TEMU's receipt, regardless this is TEMU's issue, I have sent TEMU enough documentation to prove that I have legally, officially "earned" that $20.00, all they need to do is to acknowledge the glitch in their computer system, issue my $20.00 earning, and keep me as a loyal customer who has spent >$1000 since October 2022.This issue is NOT about $20.00 earning redemption,it is about "principals and responsibilities" .

      Business Response

      Date: 01/14/2023

      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. 


      I have checked with our online customer service team and understand your complaint has been resolved. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!


      Best,
      *************

    • Initial Complaint

      Date:01/06/2023

      Type:Order 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.
      Company is saying they delivered my package. They sent me someone elses order and not mine. I am trying to receive help with customer service so I can either receive my items or get refunded. They tell me they will look in to it and then they do not respond on the 24/7 chat line and will do nothing to fix their mistake

      Business Response

      Date: 01/14/2023

      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. 


      We have checked with internal team and confirm that we have processed the refund  for the missing items for you. Please allow **** business days for refunds to appear back to your original payment method. Timing varies depending on your financial institution and can take up to 30 days. We apologize for the experience you had. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!


      Best,
      *************

    • Initial Complaint

      Date:01/06/2023

      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.
      Order #***************** was placed on 12/24/22. The order was split in two shipments both via **** tracking # ********************** (arrived 1/3/23) & #********************** (1/4/23). I need to submit a return/refund request for this order. However ****'s system is having some kind of bug or limitation so it won't allow me to select the return items from both shipments at the same time. I need to do one return/refund request per shipment but not per purchase order. So Temu would charge me $7.99 shipping charge for the items on the second shipment. I would like to return items on the same order all together to avoid the shipping charge for their policy allows one free return per order. So I called for help, the customer service just pushed me to live chat. There were at least three live agents, but they can't answer my question or provide any assistance. They just kept asking the same question - what 's your order number and keep repeating their return policy. And they switched without communicating each other. I also emailed them but there is no response of course.I suggested to one of live agent ******, due to their system limitation, I can only submit two return/refund requests for the same order. They can issue a shipping charge refund of $7.99. But no one responded. It's been most frustrating customer service experience I've ever had, no matter with their phone service, live chat or email.I submitted one request already but I think that I can still recall it. I need Temu to provide a solution due to their system restriction and also improve their poor customer service quality. After they respond to this case, I will submit all return/refund request related to the order #*****************.

    • Initial Complaint

      Date:01/06/2023

      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.
      Date of transaction is 1/6/2023.This is fraudulent advertising. I tried to process a transaction, it would not process. This company just want to get your personal information. My transaction was $60.00 *********** phone number is only advertisement.

      Business Response

      Date: 01/14/2023

      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. 


      I have checked with our internal team and confirm that you have not completed the ordering process and nothing has been charged. Please try to place an order again. If you still have difficulties processing the transaction after submitting your order, I'm here to help. You can reach me at joy.***@temu.com. Thank you for supporting Temu!


      Best,
      *************

      Customer Answer

      Date: 01/21/2023

      [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,

      ***********************************

    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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