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:05/03/2023

  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.

  I have never ordered from Temu and had never heard of the company but recently I have been receiving all these shipments from them. I contacted customer service and they were to flag my name and address as a fraudulent account however I am still receiving bags of unwanted items. I just want my name and address completely removed from their site as I do not want any of their products. I do not want to run the risk of them trying to contact me later for some type of payment. Just remove my name and address from their database permanently. I dont know who has ordered with my name and address but it was not me.

  Business Response

  Date: 05/11/2023

  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.
  
  Thank you for your feedback and we are sorry for the inconvenience. Your case is out of the norm. Our customer service department has contacted you for further information. Please reply directly to them to resolve your issue as soon as possible. Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/03/2023

  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 February 6th my order number is PO-211-***************** and was supposed to receive package February 9th. I never received package, tried to speak to someone several times to be told I received my items and had proof of my delivery. Its been 3 months and I have not received my order. *** recently tried to contact **** again and have been told the same thing

  Business Response

  Date: 05/10/2023

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

  Customer Answer

  Date: 05/11/2023

  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:05/02/2023

  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 have never made a purchase at this site, but did enter my email address on the site when prompted to do so in order to browse. The site is now sending me several unwanted solicitation emails every day. I have clicked on their unsubscribe option at least half a dozen times. The emails continue. I find these emails to be intrusive, harassing, bizarre, and disturbing. I want Temu to stop harassing me and I want them to experience consequences for their business practices.

  Business Response

  Date: 05/10/2023

  Hello ******,
  
  I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have checked the details you provided and can confirm that we have already unsubscribed your email address from our offers and updates. We apologize again for any inconvenience. Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was more than 7 days past expected delivery date and I was told I would get a full refund and now I cannot even get a response

  Business Response

  Date: 05/10/2023

  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 compensated you Temu credit for late delivery of your order PO-211-*****************. We have checked the order details you provided and can confirm that this order has been refunded to you. 
  
  Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/02/2023

  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.

  This complaint is about company policy, company app practices, and very poor customer service. The transaction occurred in March 2023. I did not receive several of my items ordered. I was notified that a very large part of my order was lost in transit. I waited at least two weeks, hoping that it would be delivered. It was never found. How does Temu simply lose a package with over 30 items in it? They gave a refund after awhile, but they still continue to use the same shipping company. So I no longer purchase any items from Temu. IF Temu actually wants to become a very profitable company with LONGEVITY, they would find actual customer service agents to help customers and stop working with any shipping companies that lose packages repeatedly &/or loses very large packages. **************** could not assist me in reordering my items. The order log never shows which items were actually delivered and which were not. It appears to do so under orders, but every time I click on the separate links for items delivered, it takes me right back to the entire order. Temu needs to have business sense to know that some people have illnesses often, and it may have taken a ton of time and a ton of energy to find the items needed and to order them in the first place. There is no way to save enough items on the wish list in the Temu app to easily or quickly order the items again either. So I definitely am not searching for the items within the app and ordering all over again. Temu's company policy of allowing rude and unhelpful customer service agents to represent their company needs to change as well.

  Business Response

  Date: 05/10/2023

  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-***************** ($216.22) has been refunded to your original payment channel. Please allow **** business days for your refund to appear back on your payment method depending on the processing time of your financial institution. We'll continuously improve our features to provide better customer experience. 
  
  Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

  Customer Answer

  Date: 05/11/2023

  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. 

  THIS IS MY ANSWER TO TEMU:

  In my complaint, I already clearly stated that I was refunded. This was about their policy and their app being insufficient. Their customer service, as shown by the response, pretends to misunderstand complexities of order situations. I spent days and many hours to find the items that I ordered. Temu lost a very large majority of my order. Temu needs to provide assistance to reorder, and Temu also needs to separate the MANY items lost from the few items that were delivered. Also, the app needs to be updated to greatly increase the number of items allowed to be saved in the wishlist, as other companies such as Wish and ***** already allow. Days and many hours are wasted by shopping on Temu and never receiving the important items, especially those for home safety. Far more actions are needed, that other companies already do, in order to offer convenience and good customer service to customers. Please take these actions too provide assistance.

  
  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

  THIS IS MY ANSWER TO TEMU:

  In my complaint, I already clearly stated that I was refunded. This was about their policy and their app being insufficient. Their customer service, as shown by the response, pretends to misunderstand complexities of order situations. I spent days and many hours to find the items that I ordered. Temu lost a very large majority of my order. Temu needs to provide assistance to reorder, and Temu also needs to separate the MANY items lost from the few items that were delivered. Also, the app needs to be updated to greatly increase the number of items allowed to be saved in the wishlist, as other companies such as Wish and ***** already allow. Days and many hours are wasted by shopping on Temu and never receiving the important items, especially those for home safety. Far more actions are needed, that other companies already do, in order to offer convenience and good customer service to customers. Please take these actions too provide assistance.
  
  Regards,

  ********

   

   

  Business Response

  Date: 05/19/2023

  Hello ********,
  
  I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We'll continuously improve our features to provide better customer experience. 
  
  Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/02/2023

  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 just purchased $40 worth of items from this company, but I wasnt satisfied with any of those items. They promised theyd refund me and that I did not have to return anything. Im highly upset because it was a waste of money.

  Business Response

  Date: 05/10/2023

  Hello Tempestt,
  
  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-***************** has been refunded to you. The refund amount is $40.40, consisting of $29.17 in cash and $11.23 in credit. Please allow **** business days for refunds 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 ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/02/2023

  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 ordered several items through Temu based on there claim of free returns for ***************************************** broken and the few that were working were much cheaper and of much worse quality then had been advertised. Because of the damage and unadvertised poor quality i was forced to return 80% of the order. To date Temu has refused to refund over $200 of the order. They have long ago received the items. Some as long as 3 weeks ago, yet they simply refuse to issue a refund. This is fraud. It does not take 3 weeks to issue a refund.

  Business Response

  Date: 05/10/2023

  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 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. We'll continuously improve the display of our items to avoid further misunderstandings.
  
  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 ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

  Customer Answer

  Date: 05/10/2023

  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 # ********. Temu received the returned items and is simply refusing to refund the amount.  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:05/02/2023

  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 an item from Temu (PO-211-01751593201272342) and paid $27.37 The package status says delivered to a person on their website but I havent received it. I tried their customer service page but there is no recourse and there is no customer service number I can call. Im very disappointed with their service and would like to file a complaint about the business.

  Business Response

  Date: 05/09/2023

  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-***************** has been refunded to your original payment channel. Please allow **** business days for your refund to appear back on your payment method depending on the processing time of your financial institution. 
  
  Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/02/2023

  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 got my stuff on 05/1 /2023 it was a pair of wireless headphones and a fan and the Crystal **** stamp it was damaged broken both the boxes and all the stuff is damaged came with scratches both boxes were smashed there was no charger no no cords wrong colors

  Business Response

  Date: 05/09/2023

  Hello *******,
  
  I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. Your feedback is extremely valuable to **. If you are not satisfied with any items you receive, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************. The first return for each order is free and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow **** business days for it to appear since timing depends on your financial institution. 
  
  Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

• Initial Complaint

  Date:05/02/2023

  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 ordered two seperate orders and items were missing from both i have been ignored for over a week after being told its "escelated" clearly not. i didnt get my items i rightfully paid for i want a refund on these orders its sad i have to come here and complain about the #1 app on the app store but seriously after my loyalty im ignored. i spent hundreds with temu my order ids are PO-211-***************** PO-211-***************** I want refunds on these orders asap. this is genuinely ridiculous

  Business Response

  Date: 05/10/2023

  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 our customer service department has emailed you and offer you an compensation. Please check your inbox. Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************. 
  
  Best wishes,
  Candy

  Customer Answer

  Date: 05/17/2023

  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,

  O

   

  Yes i got compensation for that order and i personally thought i could once again trust temu but upon getting the rest of my packages its sad to see that i am missing items once again! and what do you know i am once again being denied a refund i feel like i am a joke to this company where i have ordered over 300 items i would expect some type of respect but no clearly not i wonder if this is racially motivated because of my name because now its just getting ridiculous i want these items credited back to my account or my original payment method because i am beyond angry now and feel betrayed beyond belief i want this refunded as soon as possible. or i will just have to take it up with my original payment method and see what we can do from there because i will not be scammed by the company i have ****** so much buisness to.

  Business Response

  Date: 05/24/2023

  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.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that our customer service department has emailed you and offer you an compensation. Please check your inbox. 
  
  If you have missing items from your orders, you may apply for a refund by messaging us through Temu.com or Temu app live chat. Simply type missing item into the chat, select the item from your order that is missing, and follow the directions on the screen to complete your refund application. You can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow **** business days for it to appear since timing depends on your financial institution.
  
  Customer satisfaction is of the utmost importance to ** and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************. 
  
  Best wishes,
  Candy