Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,084 total complaints in the last 3 years.
2,131 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/01/2023
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 63 00 of merchandise from temu they have not shipped my merchandise nor will they issue a refund they have offered me a 10 00 credit which I do not want at this point I just want my money refunded .
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. Most packages arrive between **** business days. Please allow me to brief you of the current status of your orders:

PO-211-06163600174713695 - Delivered 3 May
PO-211-15784269993593695 - Delivered 3 May

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 ** 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:05/01/2023
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 placed an order on the Temu app totaling $23.38 on April 3rd, 2023. The tracking number provided is **********************. The package was reported to have been delivered on April 14th, 2023 to the "porch" of the address provided. I checked in with the post office that it was addressed to multiple times, and the crew in the mailroom were unable to locate the package, and so I chose to file for reshipment/refund on the Temu app. After requesting multiple times, I have been given neither compensation nor an update.
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. 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 (********************************************************************************). 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:05/01/2023
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.
Order several orders from temu and never received any of them. Have excessively exceeded the delivery window time and I have requested a refund with no responseignored over and over. No ability to call as their number they post is OUT OF ORDER and their customer service ques for the live chat are hours longwtf
Business Response
Date: 05/08/2023
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-***************** has been delivered on May 3. We apologize again for any inconvenience. We've compensated you for the late delivery.

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:05/01/2023
Type:Customer Service 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.
Dear BBB,I am writing to report a concerning issue with the customer service practices of **********************, a company that I have been trying to get in touch with for over a month now. I have attempted to reach out to their customer service team through their live chat feature, but was surprised to find that my ability to live chat with an agent had been disabled. Instead, I was forced to submit tickets through their website in order to get help with my issue.However, I discovered that my tickets were unable to get submitted, despite repeated attempts on multiple devices. I gave Temu ample time to fix the problem, but they took advantage of it to do nothing. I am extremely frustrated with this situation and believe that it is completely unacceptable for a company to disable a customer's ability to contact them and then make it impossible for customers to get help with their issues.As a result, I demand compensation of $100 store credit for the amount of time and effort I have had to spend dealing with this issue. I have lost valuable time and energy trying to get in touch with Temu and have not received any response or acknowledgement from their customer service team. This has caused me significant stress and inconvenience.I would appreciate it if the BBB could investigate this matter and ensure that Temu is held accountable for their poor customer service practices. I believe that customers should be treated with respect and that it is the responsibility of companies to respond to their customers promptly and efficiently.Thank you for your attention to this matter.Sincerely,***************** P.S. The photograph with the orange question mark is where the live chat feature is supposed to be. As you can see, it has been removed.
Business Response
Date: 05/08/2023
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 understand that you were unable to reach one of our customer service representatives through live chat, and we apologize for any frustration this may have caused you. And we are sorry to hear that it has impacted your experience with our app.

We have been experiencing a higher-than-usual volume of inquiries recently and our live chat system is being upgraded, resulting in longer wait times and you may have difficulties getting through to our customer service representatives.

We would like to assure you that we take your concerns seriously and are working to improve our customer service to ensure that all our customers receive prompt assistance, including implementing new procedures to handle a high volume of inquiries.

We would like to invite you to contact ** via email at ***************************** if you require assistance or have any specific questions. Our team will respond to your email as soon as possible and do our best to resolve any issues that you may have.

In addition, you can also get help and reply from a customer representative by inquiring or replying to an existing Ticket in the Temu app. We are committed to providing you with the best possible customer service. If you have any further questions or concerns, please do not hesitate to let us know.

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
Initial Complaint
Date:04/30/2023
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.
My withdrawal payment is still processing on Temu affiliate program after the 24 period. Why is that? I been waiting for 2 days darn near. Thats false advertisement
Business Response
Date: 05/08/2023
Hello Markeise,

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 payment is processing. We apologize again for any inconvenience. Thank you for your patience and understanding.

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:04/29/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Items missing. Cant email to confirm that the items are still missing. ********** T-shirt and green alien keychain pendant. Please send them ASAP. Thank you
Business Response
Date: 05/06/2023
Hello Mateen,

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-***************** and PO-211-***************** have been fully packed. We've confirmed with our warehouse. We sincerely apologize for the disappointment and inconvenience. We won't be able to fulfill your request for a refund as our team has confirmed that your items were shipped according to the order.

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:04/29/2023
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 advertised that you would receive 100% back of your order up to $105. I placed an order for $117 during check out it stated I was eligible for the maximum of $105 back and then they credited my account $3 after reaching out to them they informed me that I would receive coupons off of my next orders so along with the $3 credit they gave me a $35 off of $120 order coupon, a $55 off $230 coupon, and a $15 off $50 order claiming that is my credit they promised. Their promotion claims that I will receive 100% back. I did not. In order for me to claim even the coupons I must spend more its extremely misleading and false. This is not the first advertisement that they have done this with but it is the first one Ive experienced. I dont feel like they should be able to mislead people like this. It wont allow me to add my pictures it keeps saying there is an error so Im going to try to submit it without it but I am happy to provide them if it works another way.
Business Response
Date: 05/08/2023
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 issued you the rewards (credit+coupon bundle) according to the activity rules stated on the activity details page. 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: 05/08/2023
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 received $3.31 credit back when the promotion lead consumers to believe they would receive 100% back not a coupon valued at the amount spent. The coupons also came with a 24 hour deadline to use them. Again REQUIRING I spend another $450 dollars to receive my discount witching 24 hours. I want my money back.

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: 05/16/2023
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.

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 issued you the rewards (credit+coupon bundle) according to the activity rules stated on the activity details page. 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: 05/18/2023
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.
Apologizing for your misleading promotion does not change that I didnt receive what was promised to me as a consumer. You have shady unethical business practices. Again I want the $105 I was originally promised minus the $3.31 you actually gave me. I have provided the pictures previously.

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:04/29/2023
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.
Made a purchase on 4/14/23 and received my package on 4/28/23. Ordered 7 bracelets and upon opening my package I saw that 5 of the seven were broken. I contacted customer service w pictures, but they replied saying the items were packaged perfectly. I replied back telling them they may have been packaged perfectly, but got damaged or broken during shipping. They then replied & said that they confirmed that my package was packaged perfectly. I replied saying under Temus Purchase Protection I should get a full refund for damaged items. But they they replied and said claim denied.Calling customer service # is a waste of time. 2+ HOURS (see screenshot), & still NO ONE came to the phone. Waste my ********* money
Business Response
Date: 05/06/2023
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 items in your order PO-211-***************** has been fully packed. We sincerely apologize for the disappointment and inconvenience. We won't be able to fulfill your request for a refund as our team has confirmed that your items were shipped according to the order.

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:04/28/2023
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.
4. 21 2023 I fell for the false advertising of 90 percent off and ordered over ****** worth. I want to return 95 percent of items. Just not what advertised. I'd like all my monies back.
Business Response
Date: 05/06/2023
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:04/28/2023
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.
Ive been trying to place an order for a week. Keep getting an error that something is wrong with my account. I dont think they have an actual customer service. They have a bogus phone number that just has a recording. *** spent numerous hours trying to talk with someone about my account to no avail.
Business Response
Date: 05/06/2023
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 our customer service department has emailed you and offered you an explanation. 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

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Temu.com

Temu.com

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Temu.com is NOT a BBB Accredited Business.

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Temu.com is NOT a BBB Accredited Business.