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:12/03/2022

  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.

  They asked to get people to sign up and they give you tickets to spin on there wheel to get money and I had 5 people sign up though my link and they won't give me my tickets to use and the time ran out so I couldn't win the money that they was offered and what it says when you signup it says that they can spin the wheel and it won't let anyone new play like they offer.

  Business Response

  Date: 12/11/2022

  Dear *****,
  
  This is ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. I have provided the BBB with a copy of this message as well. 
  
  Thank you for participating in our program. We have checked your case and it seems that there have not been five people signing up through your link. Please note that we strictly follow the policy of each program to provide credits. Therefore, kindly make sure that you read through the relevant policy when participating our programs. Again, we deeply appreciate your support and participation. If you need any additional assistance, please do not hesitate to contact our ********************* via **************************/support-center.html.
  
  Best,
  Joy

• Initial Complaint

  Date:12/02/2022

  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 offers a program to obtain credit to spend in the app. I referred a new user and was not given my tickets. I contacted support and ******, *****, and ******* from support essentially told me I was lying about my issue. They have a written agreement to provide the tickets and are not delivering on that promise. This is fraud. All I wanted was my tickets for the game. I spent nearly 2 hours on chat support to be told nothing can be done.

  Business Response

  Date: 12/10/2022

  Dear ******,
  
  This is ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. I have provided the BBB with a copy of this message as well.
  
  Thank you for participating in our program. We checked internally and the credit should have arrived to your account. 
  
  Please note that we strictly follow the policy of each program to provide credits. Therefore, kindly make sure that you read through the relevant policy when participating our programs. Again, we deeply appreciate your support and participation.  If you need any additional assistance, please do not hesitate to contact our ********************* via **************************/support-center.html.
  
  Best,
  Joy

  Customer Answer

  Date: 12/10/2022

  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. 

  Temu support has been contacted several times and were less than helpful. No one ever got back to me on this and then credited my account $10 when I was promised $20. Then, a day or so later, this issue happened again and support basically told me to play the game right when I already was! I invite new users and they join. But Temu does not want to give the compensation agreed on.  
  
  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: 12/19/2022

  Dear ******,
  
  This is ************* from Temu.com. Thank you for participating in our program. We checked our system, which shows that two $10 credit have been credited into your account on Dec 3rd. You could check it under your account for more details. Further, please make sure that the users you invite are new users definited in our referral program Policy: a real person who did not previously have an account on Temu platform, downloaded Temu App, or registered an account on Temu App. If there is anything else we could help you or clarify further, please do not hesitate to contact us through [email protected] or our customer support center. Thank you for your support!

• Initial Complaint

  Date:12/02/2022

  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.

  My card was fraudulently used by someone in ******** to purchase all of the items shown below from Temu.com. I reached out to my bank and they are investigating. These messages were texted to my cell phone number and my address was listed as the shipping address, however the email address used was not mine. I did not order any of these items. My bank has provisionally replaced the funds in my account, but they are investigating. I did not order anything from this company, but they charged my card for over $400. The items were shipped to me and I do not want them. I tried to email the company but the address came back as invalid. I do not know how to prove that these were all fraudulent. My card was cancelled immediately and I have taken precautions against identity theft. What should I do?

  Business Response

  Date: 12/08/2022

  Hello ****,
  
  This is ************* 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 as well.
  
  Please kindly note that we have fully refunded this transaction to the original payment method based on our record. The funds should arrive at your account within 5-7 business days, depending on how quickly your financial institution processes the refund.
  
  Please understand that in this case, we are also the victim of such fraud or unauthorized access to your account. We strongly suggest you to contact the financial institution that issued the credit card or debit card immediately.
  
  Your feedback is extremely valuable to us, and we strive to address your concerns. If you have any other questions, I'm here to help. You can reach me at joy.***@temu.com.
  
  Best,
  *************

  Customer Answer

  Date: 12/08/2022

  [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. 
  

  I am satisfied with my money being refunded. I have asked for a return label to be emailed to me so that I can return the items. I should not have to pay for the return shipping. I have already emailed them to request a return label.

  
  Regards,
  
  ******************************

• Initial Complaint

  Date:12/01/2022

  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 some decent stuff and some absolute garbage. I left two ONE STAR reviews for the garbage products and **** made an executive decision and altered my ONE STAR reviews to FIVE STAR reviews. Every time I tried to change them back to my original ONE STAR review, they altered it again. Not purchasing again. Shady and slimy.

  Business Response

  Date: 12/08/2022

  Hello *******,
  
  This is ************* 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 as well.
  
  We checked our internal record and found the two reviews that you have posted. On the first order, you gave five-star rating in the beginning, then you deleted the review. On the second order, you also gave five-star rating in the beginning, then changed to one-star rating. Due to slow network perhaps, such change was not refreshed automatically. If you refreshed manually at that moment, you would be able to see that rating change. However, our internal record shows that you subsequently deleted that review as well. Please kindly note that our platform never changed your reviews.
  
  Your feedback is extremely valuable to us, and we strive to address your concerns. If the product does not match its description or photos, you are eligible for a full refund under the Temu Purchase Protection program (https://www.temu.com/bgt_purchase_protection.html). 
  If you have any other questions, I'm here to help. You can reach me at joy.***@temu.com.
  
  Thank you.
  
  Best,
  Joy

  Customer Answer

  Date: 12/08/2022

  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.]

  I am rejecting this response as I NEVER GAVE TWO FIVE STAR REVIEWS. I GAVE TWO ONE STAR REVIEWS. TEMU ALTERED MY REVIEWS. I ALSO DID NOT APPRECIATE THE ***** CALL. DON'T CALL ME. JUST STOP LYING AND BEING SHADY.
  

  
  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: 12/19/2022

  Hello *******, thank you for your feedback to us. We are sorry for the confusion. Our rating system is set up with five-star as the default. You will have to tap the number of stars to change it from five to less. We will try to improve this system so that it can be clearer to customers. Thank you for helping us improve and serve you better. If you have other suggestions, please contact us through [email protected] or our customer service center. We take every customer's suggestions seriously. Thank you for supporting Temu!

• Initial Complaint

  Date:11/30/2022

  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.

  Package ordered on Nov. 24 shipping label generated on Nov. 26 scheduled for pickup on Nov.28 Never sent to ***** Still sitting in warehouse. **************** using generic scripting to give run a round on where it is. I have multiple orders, and all say shipped, but going into details, they are all just sitting in the warehouse.

  Business Response

  Date: 12/06/2022

  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.
  
  I'm assigned to this case to assist you with your delivery issues. I checked your order and found that the order you placed on November 24 was delivered on Dec 1, 2022, 5:31:00 pm EST, before the estimated delivery date (Dec 2, 2022 EST - Dec 9, 2022 EST). If you need anything else or have any other questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!
  
  Best,
  *************

• Initial Complaint

  Date:11/29/2022

  Type:Sales and Advertising 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.

  On Monday 11/28/22 I was placing an order for some gifts from TEMU company and I was using a ************ gift card. I got a replay from **** saying the card was declined, I then called Vanilla gift card and i had a balance around 260 dollars. I then email Temu company back and they said ******* cards was holding the payment. I called Vanilla cards again and they said it could take 24 hours to clear. I looked on Temu company site today Tues 11/29/22 and my order was not approved. I called Vanilla gift cards again and they said some some else had called and said they did not try to buy from Temu company and said that was their card. I fell some one at Temu company kept my card info and tried told Vanilla card their card was taken from them and request a refund.There's some one at Temu company stealing cards and selling them.

  Business Response

  Date: 12/05/2022

  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.
  
  
  I'm assigned to this case, and I'm here to assist you with your payment issues. I checked all your orders. All payments were declined by your card issuing financial institution. As a result, your card was not charged at all by Temu.com. Per our payment securities policies, we can't make multiple payment attempts using the same card. If you wish to make payment for the items you ordered on Temu.com, I suggest that you contact your card issuing financial institution or switch to another payment method. If you need anything else or have any further questions, I'm here to help. You can reach me at joy.***@temu.com.
  
  
  Best,
  *************

  Customer Answer

  Date: 12/06/2022

  [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,
  
  *******************; 

  Thank you, my card was not charged it was declined and I have contacted the Vanilla card company also.  What happen was between a 45 minutes to an hour window from checking my gift card balance to placing my order and entering my card info the ************ said someone called them to claim my card. After entering my card info on the form there was a long delay and I started a chat with someone on your site and they said card was declined. Thanks for your help and I'm waiting to see if my Gift card will reloaded and the dispute cleared. I wasn't sure if the card number was being claimed from your site or the phone and online balance check from Vanilla card. I know there's noting that you can do. Sorry for the confusion . Thank you again ********************

• Initial Complaint

  Date:11/28/2022

  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.

  Order number PO 211 ***************** Paid **** (w/discount it became $2.11) for an electric pot that comes with steamer and parts.I received the pot and parts, but not the steamer basket. I requested the steamer basket via online chat customer service, and they said I would have to send the item back, get a refund, and buy another one. Ordinarily that would be acceptable, but you see in 2 weeks they have raised the price from $**** to over $14.00. The product I paid $**** for is now $14.00. I would like either a credit of $14.00 so I can get the exact same thing I originally ordered, or I want them to send me a Steamer basket that should have been sent originally.

  Business Response

  Date: 12/03/2022

  Hello ****,
  
  My name is *************. I'm a member of the customer service team from ********************. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau - I've provided BBB with a copy of this message.
  
  As the assigned case representative, I'm here to assist you with investigating and resolving what happened to your order. I am sorry that you have missing items in your order. I have issued a credit to your Temu account so you can buy the missing item without more cost.
  
  If you need anything or have any questions, I'm here to help. Thank you very much for shopping with Temu. 
  
  Best,
  *************

  Customer Answer

  Date: 12/03/2022

  [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:11/28/2022

  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 purchased 3 items TEMU.com says it's been shipped but united post office has no record of it I requested my refund they will not refund the money

  Business Response

  Date: 12/06/2022

  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.
  
  I'm assigned to this case, and I'm here to assist you with your refund issues. 
  
  We have checked your order and found your order is fully refunded. 
  
  If you need anything or have any questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!
  
  Best,
  *************

• Initial Complaint

  Date:11/28/2022

  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 spoke to sunshine on 11/26/2022 about an issue with me not receiving my package they then told me I would be getting a full refund and when Ill receive my money is based on my bank institution. Now on 11/28/2022 at 3:08 am I receive a message from ****** trying to get me to accept a credit and then telling me that the refund is in the form of a credit of ***** instead of me receiving my money back which I spent ***** when I was told originally that I would receive a full refund not a partial refund.

  Business Response

  Date: 12/04/2022

  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.
  
  I'm assigned to this case, and I'm here to assist you with your refund issues. Ive checked your order and can confirm that a payment of $39.99 has been fully refunded to your original payment method. It typically takes 5-7 business days for the payment to show up on your account, sometimes even longer depending on your card issuing financial institution. If you don't see it by December 12th, please contact me again.
  
  If you need anything or have any questions,I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!
  
  Best,
  *************

• Initial Complaint

  Date:11/26/2022

  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 on Temu.com and it was supposed to be shipped to my house. The order was split. The first part of the order I received about a week or so ago. I never have received the rest of my order. Today I received a text telling my order is ready for pick up in ****** ****. I immediately got on Temu to ask what the heck was going on because I ordered it to be shipped to my house. Athens is a long way away from where I live and I have health issues. I can not drive that far to get a package which is why I order online instead of going to the store and shopping. I asked them to call the post office and they would not do it. All I want is for the items I ordered to be rerouted to my home. Since they made the error they need to fix it. I was a bit rude to them in chat but I am upset. I highlighted the address on the attached file it was suppose to be shipped to and the area where it shows it needs to be picked up in Athens. I told them I am to far from Athens and if they would have sent it to my post office in ********** I would not have complained. At any rate I ordered ship to home not ship to post office.

  Business Response

  Date: 11/27/2022

  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.
  
  I'm assigned to this case, and I'm here to assist you with your delivery issues. 
  
  First of all, I'm really sorry for what happened to you and will try my best to resolve it for you as quickly as possible. We have connected with **** and a redelivery request has been scheduled next week. I will follow up on ****'s re-delivery. 
  
  If you need anything or have any questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!
  
  Best,
  *************

  Customer Answer

  Date: 11/27/2022

  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 need to see proof you spoke with *****  Since this is the weekend and they are not open I am having a hard time believing you spoke with them.  Please show me the proof it has been rescheduled to be delivered to my address.

  [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,

  ****

   

   

  Business Response

  Date: 11/30/2022

  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.
  
  As mentioned in my previous response, we have connected with **** and understood that a redelivery request has been scheduled. I have followed up with **** again and understand the package has been delivered successfully. If you need anything else or have any other questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!
  
  Best,
  *************