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:04/24/2023

  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 some products from Temu.com and a week later, they charged me for some random items that I did not order. I did not even log into their website since placing my first and only order. Then I get a security email asking if I logged in from ************** on a chrome windows log in. I am in ********, but my phone number area code is **. So it's like they took the area code of my phone and used it as a log in location *************** I would not notice, then bought some small items in my name coming to my ******** address.

  Business Response

  Date: 05/02/2023

  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 haven't detected any unusual charge as all the orders were shipped to your address with your name. Please check with your relatives if they placed orders using your account.
  
  If someone stole your debit card information, we suggest that you contact your bank and report to the local police and the local division of the *** immediately. We encourage you to thoroughly examine all places, both online and offline, where your card information could be exposed. If someone used your card to make purchases on Temu, unfortunately, we are also a victim, not the perpetrator. We are investigating the allegation internally and will report to the police if we uncover anything suspicious. 
  
  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:04/24/2023

  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.

  These products look NOTHING LIKE THEY DO ON THE WEBSITE. Sure, the items are CHEAP, but they appear to be a great deal when you see the pics online. When the items arrive at your home, you can't help be be astonished. You get what you pay for- especially in this case!!! Buyers remorse can begin at 5 dollars when you're a single mom on a fixed income and you think you're getting a great deal. Do yourself a huge favor- save your 10 dollars and apply it to something great on Amazon for a few dollars more! Lol. BUYER BEWARE UNLESS YOU ENJOY FLUSHING MONEY DOWN THE TOILET!

  Business Response

  Date: 05/01/2023

  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.
  
  Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items in your order PO-211-*****************. We implement strict policies and control measures to ensure product quality and accurate product descriptions. 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. If you need further assistance, please message ** through Temu.com or Temu app live chat, email ** at ****************************** or call ** at **************.
  
  Best wishes,
  Candy

• Initial Complaint

  Date:04/24/2023

  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 received a text message from Temu yesterday 4/23 and today 4/24/23 regarding a packing coming for me. I never knew this Site existed and I certainly did not order any packages from this website. I havent order ANY packages recently and no one has sent me anything. This is obviously a scam and I want my information to be taken off any database this business has. Here is the text sent to me:[Temu] Your Temu order (#PO-211-06945602483830089) has been shipped and the tracking number is ready on Apr 24, 2023, 11:59 am. The **** tracking number is **********************. You can track your package at ********************************************** . Reply STOP to opt out.I did not authorize my information to be used from this business as this is a violation of privacy and security.

  Business Response

  Date: 05/01/2023

  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've reached out to you via email and offered you an explanation. Please check your inbox or email ** at ************************************** so we can help you resolve this issue as soon as possible. It might be that some other Temu user erroneously entered your contact number while registering an account. Please rest assured that we've deleted your contact information from our database as requested, so you'll no longer receive order updates from ** in the future. 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:04/24/2023

  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 had 5 things in my cart, totaling $45.70. Before tax and free shipping. That didnt seem correct. I calculated my total using a calculator and it was $35.50. So where did that $9.70 come from? There was no other charges listed. It said it was pretax and free shipping.

  Business Response

  Date: 05/01/2023

  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've reached out to you via email and offered you an explanation. Please check your inbox or email ** at ************************************** so we can help you resolve this 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:04/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday 18th..there were multiple unauthorized transactions made all at one time online. I immediately called my local 53rd and they canceled our cards. Most charges were made through paypal on temu.com. i tried to login to temu and unable to i pushed forgot my password" and a email address popped up that it'll send it to ***************************** i dont know this person. Unable to login into any of the websites this person hacked including paypal which is how temu charges are being made. He changed my email addres and other information. I called 53rd dispute **** immediately. I called temu and paypal but unable to help me due to all my information being changed. When the person hacked my account and i called the bank, few of the orders got canceled. But several temu charges went through via PayPal and now the person is still ordering on temu under my account but using my ******************** credit. Temu wont stop any of these transactions or close my account. As of right now he has ordered yesterday April 23rd using temu credit. I dont know this person he lives in ************** and I live in ********. His name is ********************************* and his email address is ***************************** He changed the log in name the password the email and the address so I had to call the 3 websites and let them know that these charges were being made without me authorizing them. But 3 of the charges went through PayPal and PayPal is unable to help me because none of my information matches what they have because he changed it all, and they are saying they cant access my account to check charges on paypal. I have called paypal everyday since Tuesday I can't get any help. No charges on paypal have been made since Wednesday. but the charges went through even after I tried desperately to contact paypal. And now he's using temu credit and getting items shipped to his house. I even have his mailing address.

  Business Response

  Date: 05/01/2023

  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. We've reached out to you via email and our customer service department will continuously follow up your case. 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:04/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I am kindly wanting to post this as a buyers beware for Temu I will be reposting this on every item as well and store front I can!Temu is a huge fraud and will take your money then ignore your concerns and needs with a smile, they say they have a supervisor team that Ive been waiting to hear from for the past month and now I cant even call because they are so broke they cant even keep a phone up and running. I have a small store my self and I would never treat a customer like this nor would I hold over $1,000 of their hard worked money for over a month while just repeating my self. If there is any chance of me getting my money back it would be greatly appreciated but if you want to continue to hide and lie Im prepared for that as well.

  Business Response

  Date: 05/01/2023

  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 us regarding your recent order, PO-037-*****************. 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

  Customer Answer

  Date: 05/14/2023

  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.]

   

   

  hellk I have been told todo that for the past 2 months now this is just a huge waist of time to talk to you people who really dont care for their customers nor their service you choose to provide! 
  

  this is a picture of the Main Street I live on and people coming and going! Every single one of the delivery photos are proof of the package just being thrown and left in sight! No effort of hiding insurance of my package was completed! 
  

  these delivery companies also insure the seller not the buyer, again Im educating you on your job and telling you I will not do your job for you and you can contact the delivery company that you trust with your packages and take care of your customers or simply just stop replying please as these email notifications just as you, are annoying! Thanks! 
  
  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: 05/22/2023

  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 taking the time to contact us regarding your recent order, PO-037-*****************. 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:04/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  How am I supposed to provides evidence if I never received the package, the company said there is a purchase protection of lost package or damage packages. where is the purchase protection, so you guy are lying so I can call the lawyer? And get bunch of money from you? Why did you closed the case without telling me Temu is a scam

  Business Response

  Date: 04/30/2023

  Hello Tingting,
  
  
  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

• Initial Complaint

  Date:04/22/2023

  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.

  They sent my order to the wrong place I had my complete address, because I ordered from them once before.this time they sent it to the rental office and AGAIN they shorted me on an order missing 2 bundles of blonde 10a hair and no one in **************** would help me this second time by phone or the customer support center I stayed on the phone for 2 days trying to get through and NOTHING.Amd the bots just kept repeating themselves for two straight days no refund,no help at all.

  Business Response

  Date: 04/29/2023

  Hello Levinita,
  
  
  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. Concerning your order PO-211-*****************, we have carefully reviewed the details of your order and can confirm that all items were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a refund as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.
  
  
  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: 04/29/2023

  [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,
  
  *********************

  Customer Answer

  Date: 07/11/2023

  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. 

  I do not agree with ************ decision.i ordered three bundles of 10A blond hair the first time they sent me only 1 bundle,only one.i took a picture and they sent me a refund that time.so the second time I ordered the same thing 3 bundles of 10A blonde hair and again I was sent only 1 bundle again! And this time no refund.if you advertise 3 for a certain price,why keep sending me only one??? That's my issue. And I want my money back I will never deal with temu ever again. 

  Business Response

  Date: 07/19/2023

  Hello ********,
  
  I am Candy **** 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. Concerning your order PO-211-*****************, we have carefully reviewed the details of your order and can confirm that all items were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a refund as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.
  
  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.

  Best wishes,
  Candy

• Initial Complaint

  Date:04/22/2023

  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.

  Complete and total scam. Showed me an ad for weeks for a mini washer for just $5 and change. When I clicked on the add and downloaded the app, the washer was over $40 and the only coupon code I got was for 20% off and it can only be applied after submitting credit card information. Each time I went back to the home screen, the price increased each time with no way to purchase the mini washer for the price on the add. I emptied my cart, uninstalled the app and now I get an add for some silly storage system with no price given. SCAM.

  Business Response

  Date: 04/29/2023

  Hello R,
  
  
  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 you don't mind sending ** the screenshot of the ads you mentioned, please email at ************************************** so we can help you resolve this 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:04/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of shoes size 10 but got size 8. They said we will return the money once you ship the shoes back and so I did. They later sent me an email saying the shoes were refunded to my original payment method. But I have not received any funds. Their customer service number is an hour and a half and still no answer. VERY POOR SERVICE.

  Business Response

  Date: 04/28/2023

  Hello Arrow,
  
  
  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. We have checked the order details you provided and can confirm that the shoes you mentioned in 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. We apologize again for any inconvenience.
  
  
  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: 04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Arrow Bandian