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:06/16/2025

  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.

  The description of the item is a false. They refuse to assist me and took my money

  Business Response

  Date: 06/23/2025

  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 that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.
  
  If you are not satisfied with the item you received in your order, 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 ****************************************************************.
  
  Our customer service department has also offered you an explanation through an app message on June 7. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******
  

  Customer Answer

  Date: 06/23/2025

  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. 

  They want me to do a return, where I'm at, there is no return service whatsoever. I am unable to return it. 

  Yout description states 100%human hair, I asked before purchasing and was told whatever the description is, that's what it is.

  Dishonest about the description,false advertisement, I did not get what I ordered. 

  The hair is nappy, the ends are rough no curl, totally wrong item.

  It was for my birthday.

  
  
  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: 07/01/2025

  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 that this may have caused.
  
  We understand your concern regarding the inaccuracy of the item you received. Our customer service department kindly asked you to provide clear photos or videos of the received item. We recommend that the photos or videos include: a photo of the entire product and close-up shots of the quality issues. You may send multiple photos or videos, and these supporting documents will help them verify the specific issue and offer a more effective solution.
  
  Moreover, we are willing to offer you a compensation plan as well as an explanation on June 30 since you are a valued customer. Please check your ********************** account for more details.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:06/15/2025

  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.

  In January, February and March Temu with drawled $459.14 total out of my ************ account. I had never heard of this company before and never ordered anything from them. Since then I have had to close my bank account due to fraud and open another. My bank can not show anything about the transactions other than the date and amount of withdrawals. I have sent Temu everything I had from the bank showing these transactions. They are telling me that they are unable to help me cause they are unable to locate the transaction. I asked them to provide me with the items that were ordered and the address the items were sent to. But with no prevail they can't seem to provide anything except to tell me to contact the card issuer or payment channel for further assistance. There was no card issued because I did not order anything from this company. I would like them to put back the money that was unlawfully taken out of my account. I'm disable and live on a fixed income. I would not spend half of my monthly disability check on garbage from this company. I have no where else to turn as hiring an attorney would only cost me more money than I have. I have attached my bank statements showing the multiple times money was taken out by them. I hope there is something you can do to help me with this mess. If there is anything I can provide you with please don't hesitate to let me know. I don't have an email address or phone, I've been using my sister's information for correspondence. Email is: *********************** or phone: ************. Thank you for your time and effort. I await your response.******* *******

  Business Response

  Date: 06/24/2025

  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 this may have caused. We have checked your payment details and found that you have initiated a dispute on the related payment, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any refund matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback was unsuccessful, you are still welcome to contact us.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:06/15/2025

  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 had contacted temu on three occasions via their customer support. My request for assistance in having these items picked up by one of their trusted shippers has been acknowledged only by one customer service **** however when he referred it to the powers that be, they ignored my request simply stating each time I had authorized these purchases. Their website is questionable in my opinion. It is so confusing......all these order numbers that they refer to, the misunderstanding and ignoring request....I feel they rely on fact it is so confusing and frustrating, people will just drop it and eat the money. I cannot. Disabled, no transportation, no one to assist. I would take a hired ride, however they have depleted my bank account! Mind you, no dispute on their part over small items refunded I didn't order. (Small **** of $ hasn't hit Bank) My primary complaint is about the two costly items that really caused a hardship with me this month. I have been left without food and late small part of rent. They are insensitive to the fact that I did not order these items and the problems it has caused me. They had no qualms about returning the several small unordered items! Items regarding complaint I cannot lift. No car to transport. I do not have someone to help. I feel it is unjust as I did not order them and they insist I did. The primary complaint is they are not at all acknowledging my need for assistance with the return of these items though I have explained my situation. I told them of the hardship it has caused. They obviously know there's some glitch somewhere, as they returned the many small items. My health has been adversely affected by this issue. Blood pressure has in elevated greatly over situation. This is but one of my health issues. I hope something comes of this. There are still many complaints- this, the primary. I need my $ restored. I need it to survive. Ask only to arrange for shipper to pick up at my door. Items unopened, original packaging.

  Business Response

  Date: 06/23/2025

  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 this may have caused.
  
  We have checked the details you provided and can confirm that our customer service department has been following up on this issue. They provided a detailed explanation about the issues you mentioned on June 23. Please check your inbox for more details and respond if you have any other requests.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:06/15/2025

  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 made the effort to log into my Temu mobile app. I saw that the user name was from an email account that I discontinued, so I wanted to update it. However, the app told me that a code was sent to my registered email account. Well, nice that they made that claim, BUT I RECEIVED NO CODE!!! I requested it a second time -- STILL NO CODE!!! I suppose I am to blame for that?!?!?I know that technical glitches can happen. I had to wonder if the reason for the glitch had anything to do with ******* birthday; not that there's any logical connection to that, but does logic matter anymore? The very fact that ***** was elected convinced me that mental ******ation is an epidemic in *****************, so having this sort of technical glitch is just sympathetic of an entire country that elected someone who has no business in such a major office. Then again, I say that logic went out with the *****; maybe it existed in the past, but it is almost invisible today!Please fix the problem! I wanted to log in to make a purchase, but if this kind of technical glitch can happen, I don't think I should be in any hurry to place an order when some technical glitch might bankrupt me!

  Business Response

  Date: 06/23/2025

  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 this may have caused. According to our latest internal information, our customer service team has reached out to you via email on June 21 to provide assistance and has been following up on this issue. Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  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 don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:06/14/2025

  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.

  Date of the transaction Last week amount of money 55 dollars the business promised me i would get what i paid for and i didn't the dispute is about i paid 55 dollars for a small shelf and never got it. delivered to me. no the business did not do anything

  Business Response

  Date: 06/23/2025

  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 this may have caused. We have investigated this issue and our team has confirmed that the item you purchased is in transit on June 23.
  
  You can track the shipping status and see the expected delivery date directly in the Temu app or on Temu.com. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive a $5 credit (for standard shipping) or $13 credit (for express shipping) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************).
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:06/14/2025

  Type:Delivery 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 placed an order with Temu that was shipped in two packages. I received package two and did not receive package one. Days after my delivery date and no package. I called ****** which directed me to track the package to see where it was delivered. I informed ***** the picture where the package was delivered was not my house. I was instructed to contact them. I did as instructed and asked that my order be replaced. I received a message that all of my items were out of stock and I needed to contact customer service. I contacted customer service from November to March with no success. My response was always the packages were delivered. I would call back and each time I got a different person one passed me off by saying I see they are refunding you. Which was not the truth. Each person I talked with at first would leave me to think the problem was going to be resolved. I was wrong I was always informed that the package was delivered. Yes, the package was delivered but not to me. I went to the house where the package was delivered. The house was empty and up for sale and no package was there. I informed them I had ordered from them for a long time. I sent the picture to them where the package was delivered. Temu sent the picture back to me to show it was delivered. I informed them that was not my house and they could easily view my many deliveries to see that was not my house. I was then informed that I was to inform them within 30 days. I informed them we had been going backward and forward with this for less than a week of not receiving my package. I called ***** back and spoke with ********, who said he would work with me until this was resolved. Temu continued to say I needed to contact them within a month. I called ***** back to speak with ******** but got someone else who told me this happened all the time and there was nothing they could do. I was asking for a credit, or a refund or to replace my order with no success of either.

  Business Response

  Date: 06/21/2025

  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 this may have caused. We have checked the order details and can confirm that the package has been refunded to your original payment channel on June 15. Once the refund has been successfully processed, please note that it may take 3-5 business days for the refund to appear in your original payment method. 
  
  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 don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 06/25/2025

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

• Initial Complaint

  Date:06/14/2025

  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.

  On May 20, 2025 I purchased an item on Temu and it was delivered to the wrong address. Temu states to contact seller so I did. I had purchased 2 items from this seller. Both items showed through Uniuni tracking that they were both delivered to this same wrong address together.1. I filed 2 claims for both items through Temu using information gained through tracking information. I requested both orders be reshipped.2. Temu referred me to the seller regarding reshipment of items 3. I contacted seller and explained both orders had been delivered to the wrong address and that I found this out through tracking info which showed the location and address on the building. That this was neither my location nor shipping address. I was advised to cancel the claims as the only way to get them reshipped. 4. I canceled one claim and was interrupted before I could cancel the other claim. I was distracted after that and didn't cancel the second claim. 5. Message from seller stating packages had been delivered to correct address and that wouldn't reship orders.6. I refile for this order after that.7. Temu confirms package was delivered to wrong addressand issued refund for other order, but states their investigation showed package was delivered to correct address and no reship nor refund for this order, even though both orders were delivered together to wrong address. 8. I file claim again requesting better investigation as the proof is in photos, that it is not my address nor location. 9. Upper customer service has decided again that case is closed because package was delivered to correct address and for me to look around for it. I explained the differences in the delivered to address and my address, but it falls on deaf ears. There is visual and written proof that the packages were delivered to the wrong address including their own admission of the other order being refunded. It's obvious they do not care if they are right or wrong...they stole my money.

  Business Response

  Date: 06/22/2025

  Hello C,
  
  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 this may have caused.
  
  We have checked the order details you provided and can confirm that your order has been fully refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For detailed return instructions, please visit ****************************************************************.
  
  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 don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:06/14/2025

  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.

  Here is the full timeline for clarity:* I placed an order on **March 14** totaling **/$43.12 and /$1**.* The order was **delayed by ***** days**, so I filed a claim with my financial institution on **April 1**.* I was given **temporary credit** by my bank for both amounts. From which the$1 claim was successfull and i got the money for that. But 43.12$ it was processing. * Later, I **received the package**, but due to poor quality and the stress caused by the delay and repeated back-and-forth with Temu customer service, I asked ************************ for a full refund**.* temu customer service assured me that **if I cancel the chargeback**, temu would issue the refund.* Based on this, I **called and canceled the chargeback on April 23**.* ******* **removed the temporary credit from my account on May 1**.* Since then, Ive contacted Temu multiple times and opened **two tickets**, yet Ive **still not received my refund**.* Your team keeps falsely stating that the claim was successful on **May 2**, which is not possible because I canceled the dispute on **April 23**. I tried to to them alot of times it just wasted my time and no helful responses they keep just creating tickets and telling me standard replies. I talked with my bank to buy they say they have found no trace of refund. ******* can verify all these things that i mentioned.

  Business Response

  Date: 06/21/2025

  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 this may have caused. Upon checking, our customer service team has been working diligently with the relevant departments to thoroughly investigate and verify the matter. This comprehensive process requires some time to ensure that we provide you with accurate and reliable information. Our customer service department will provide you with feedback as soon as they have an update. Please pay close attention to your inbox and await the resolution.
  
  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 don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******
  

• Initial Complaint

  Date:06/13/2025

  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.

  Temu supposed to send me four free gifts which required me to purchase certain the amount of products. I claimed one free gifts ( not really free since I have to pay shipping ) each day. The last one which i was going to claim just dispeared from my order. I felt the company is dishonest. If the free item is more expensive, they can just took it out and the customer can not claim anymore. It is very unethical!

  Business Response

  Date: 06/22/2025

  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 this may have caused.
  
  We have checked the details you provided and can confirm that our customer service department has been following up on this issue. They provided you a detailed explanation about the rules and progress of the activity you participated in as well as a compensation plan on June 22. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:06/13/2025

  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 had a rewards credit of *****. I was grabbing items from the rewards page and it said get your free gift, not order but get your free gift so I hit the button to look for my free gift and Temu charged me $58.56. Livid I called them and told them to cancel my order, then my rewards went up to *****. They did this after my order, after my complaint but they did the same thing with the *****. I thought it was a law that if you advertised it in black and what the company is supposed to comply. This is not good integrity business moves. We work hard for the money we spend and as a Temu customer since the ********************** came out, Im appalled at the level of deceit they use on their customers

  Business Response

  Date: 06/21/2025

  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 assure you that our programs are genuine and effective, and numerous users have already completed the tasks and received rewards for their efforts. In the event, you can acquire Reward balance to use for placing orders on the event page later to reduce the cost. Please be aware that the Reward balance is valid for 6 hours and will expire if not utilized within this timeframe. The amount that can be offset for each product may differ, and detailed instructions are provided on the event page. It has come to our attention that the orders associated with the event have been refunded. Kindly note that if you request a refund after placing an order, the reward balance may be invalidated.
  
  Our customer service department offered you an explanation and a compensation plan through an app message on June 13. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.
  
  Best wishes,
  *******