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:04/12/2023

  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.

  On March 5,2023 I submitted an order to Temu for $39.98. I have NEVER received my order. Tracking # AQ668204003CN. My order # tcizo *****.(***************) I got this information from my order page. I tried to contact them but they tell me my order is on the way, yet I still don't have it!!.

  Business Response

  Date: 04/19/2023

  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 have checked the order details you provided and can confirm that your order was not placed on our platform. 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

• Initial Complaint

  Date:04/12/2023

  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 have been calling Temu 3 days straight and be on hold atleast 3.5 hours each time on hold before I hang up the phone. I have tried to use the chat feature asking them to call and have been unsuccessful in doing so. PO-211-***************** Was my original order number I had a item missing from my package which was the M08F Portable Printer, Lightweight And ********************** Printer, Wireless Printer For ********************************* Compatible With Android, IOS ************** A4 Size-Blackx. PO-211-***************** Was my new order number for this supposedly replacement that I havent gotten at all. I want a full refund for this item at this point Im tired of waiting dont want no replacement I just want my money back from this item that I purchased sent back to my debit card which was my original form of payment.

  Business Response

  Date: 04/19/2023

  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. After investigation, we found that the refund for the items has been issued to your original payment method(Afterpay). Please be sure to check for the refund in your account. Refund amount: $121.85.
  
  
  After we issued the refund (not when you applied for a refund), Temu will send the refund information and instruction within 5 minutes to your financial institution. Due to different financial institutions' refund processes, it may take **** business days for refunds to appear back to 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 dont hesitate to message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************. 
  
  
  Best wishes,
  Candy

• Initial Complaint

  Date:04/12/2023

  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 made a purchase from this company on March 16. *** later they said my order was delayed and if I dont received it within ************************************************************* I didnt receive my order until April 6th. And when you call the customer service phone, no one ever answers. Theres a hood line constantly repeating that theres a high demand in calls, which is untrue because its pre recorded. Ive called the number number its of times and game been on hold for hours every time. And then when I contact the live chat support they never answered unless I keep sending messages in which the keep ignoring the fact that stated they would refund us delivery is late. I just want my money back. This is false advertisement telling people you would refund them due to your poor shipping standards only to ignore me and not refund me.

  Business Response

  Date: 04/19/2023

  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 can confirm that we've offered you compensation for late shipment and arrival. We understand that you have seen the policy that states that you will be issued a full refund and still receive the items if the order is not shipped within 15 days of purchase.
  
  
  As your order was submitted on Mar 16, 2023, 9:00 pm EDT and marked Order Shipped on Mar 27, 2023, 8:42 pm EDT, it was shipped within 15 days. As such, we regret to inform you that we are unable to fulfill your request for further compensation at this time.
  
  
  We sincerely apologize for any disappointment this may cause, and we hope that you can understand our decision. Rest assured that we remain committed to providing excellent customer service and that we value your business.
  
  
  Best wishes,
  Candy

• Initial Complaint

  Date:04/11/2023

  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.

  I received a text message notification today for a package delivery from Temu which was strange as I had never been to their website and never ordered from them before. When I tried to login to Temu to find more information on the order linked to my phone number, I saw the account is under a Gmail account that I do not own or recognize. I then checked my credit card statement and noticed a charge from yesterday that I did not make. I am not expecting a gift or package from anyone else. I will be disputing the charge with my credit card company but I would like Temu to confirm that this charge has been cleared and to no longer use my billing/contact information for any transactions.Order PO#***-***************** Fraudulent email: ele****************

  Business Response

  Date: 04/18/2023

  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 $74.44 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 us and we are constantly working to improve our service quality. Please rest assured that we have strict data protection and privacy policies in place to protect our customers information. 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

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair 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.

  Clasp is missing on one of zippers making it unable to open or close

  Business Response

  Date: 04/17/2023

  Hello *****,
  
  
  I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  
  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 item you mentioned 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. 
  
  
  Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items. 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 (********************************************************************************). 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: 04/18/2023

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

• Initial Complaint

  Date:04/11/2023

  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.

  Customer provided different statement on shipment returns / extra non-compensated charges applied

  Business Response

  Date: 04/17/2023

  Hello Vagif,
  
  
  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 offered you two compensation plans. Please reply directly to their emails about the option you prefer. 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

• Initial Complaint

  Date:04/11/2023

  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 have purchased 4 times from this company and still don't have my items I was refunded for all but 1 order that was delivered but not to my house the picture shown by the delivery service. I have contacted them 3 ltimes already ani can not speak to anyone I leave support tickets but they refuse to help they say it was delivered but once again the picture showi g it delivered is not my house. I feel like I am being scammed. I would not recommend them. I just want a refunf

  Business Response

  Date: 04/17/2023

  Hello *******,
  
  
  I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  
  Thank you for taking the time to contact us 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 us.
  
  
  Thank you for your patience and understanding.
  
  
  Best regards,
  Candy

  Customer Answer

  Date: 04/18/2023

  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. 

  [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:04/10/2023

  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.

  Description: TEMU is the business. I ordered multiple items from www.temu.com DE back on 3/6/2023 totaling $48.50, paid with my bank card. Within 24 hours, 1 item was out of stock and given the choice, I choose a full refund, to be returned to my account in **** business days. Looking at my account 3/10/23 only $21.73 was refunded. I could not get ANYONE to explain way I did not receive a full refund, to this day. In addition up until 3/26/23 I had not received the other portion of my delivery, eventhough I received "Your Temu item was delivered on 3/17/23, twice". Finally as of 3/26/23 I was able to speak to a "representative", who stated to me it would be in my best interest to cancel entire order, when I chose that option, they calculated my refund would be $22.00. (thats a total of $43.73, not the $48.50) Nothing on there product order states "no full refund". The representative stated TEMU had to pay taxes on my order, which is a larger-than-life, bold-face lie!Desired Outcome: I am requesting, again, from them, a FULL REFUND.Consent to the collection: True BBB Name: Better Business Bureau of ********************** BBB Address: ***************************************************** Phone Number: ************* BBB Email Address: *****************************************

  Business Response

  Date: 04/17/2023

  Hello *****,
  
  
  I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  
  Thank you for your feedback and we are sorry for the inconvenience. Your case is out of the norm. We have emailed you to ask for more information. Please check your inbox or send us your order ID at ************************************** so we can help you resolve this issue as soon as possible. 
  
  
  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

• Initial Complaint

  Date:04/10/2023

  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 two orders from Temu app on Mar. 4th, 2023 and Mar. 9th, 2023. Both are huge orders and contain 33 items in total, with most of them being big in size (metal shelf, medicinal box, rotary cheese grater, yoga mat, 6 big storage box etc). You can find all the details in the uploaded pictures. These two orders share the same tracking number, and I confirmed with **** that there was only one package associated with this tracking number. The package was 22 inch by 24 inch. It's not small, but if you look at the whole list of items I ordered, there is no way to fit all 33 items into one single shipping bag. As I expected, the majority of my two orders were not shipped to me. However, on the app they claimed everything we delivered. I contact customer service by submitted ticket, and the first one came back saying they checked video record and confirmed everything was packed and shipped to me. Then closed the ticket. I submitted another one requesting to see the video, however, the only I got was just repeating the same words again and again without providing any solid evidence or help. You can supporting document to everything I said. I request full refund to my original card for all the items that were not shipped, unless they can provide the video they claimed to exist and prove they indeed packed 33 items into one shipping bag.

  Business Response

  Date: 04/17/2023

  Hello Kitty,
  
  
  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 refunded your orders to you and offered you compensation. 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: 04/18/2023

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

• Initial Complaint

  Date:04/10/2023

  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.

  March 27 2023 March 29 2023 Order# PO-211-***************** PO-211-***************** None of these arrived at my door i contacted the shipping providers but they request i get ahold of temu one item showed up damaged but by itself i tried over 6 days to reach them via chat and its a runaround i have ****** on hold for hours on end where i just couldnt wait sent mutiple messages i just get ignored

  Business Response

  Date: 04/17/2023

  Hello *******,
  
  
  I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  
  Thank you for taking the time to contact us regarding your recent order, PO-211-***************** and 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 us.
  
  
  Thank you for your patience and understanding.
  
  
  Best regards,
  Candy

  Customer Answer

  Date: 04/18/2023

  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. 

  [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,

  *******