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: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,
  *************

• Initial Complaint

  Date:11/26/2022

  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.

  Hi I'm contacting because temu refuse to give me my ************** that they owe me . They owe me $620.54 I have reached out multiple times to temu and even showed proof that my funds was there and that they disappeared . I worked hard referraling ppl to temu my post even went viral on ******** so yes I had a lot of ppl join . I just want my credits back on my account so I can do my kids Christmas shopping, I'm also helping 4 families for Christmas. They family will be very disappointed if as to I made them a promise

  Business Response

  Date: 11/26/2022

  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 account. Based on the information provided in your comment, I could not locate any account with a record (present or past) of $620.54 credit balance. I will need further details of your account and transaction and referral history so that I can verify the credits for you. I've sent you a separate email with specific information requests. Please look out for an email from joy.***@temu.com. I'll be able to follow up for you once the requested information is provided to me. I apologize for any inconvenience. Please be rest assured that I'll do my best to process this case as quickly as I can. 
  
  If you need anything or have any questions, I'm here to help. Thank you very much for your understanding and patience. 
  
  Best,
  *************

  Customer Answer

  Date: 11/28/2022

  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.]
  
  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:11/18/2022

  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.

  11/9 they charged my account 6 times. ***** five times and *****. Never used this site before and don't know how they got my card or bank info. Now i have non sufficient funds

  Business Response

  Date: 11/19/2022

  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 investigating and resolving what happened to your account. 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. Based on my investigation of the incident, I have identified 6 transactions in our records that could match the transactions listed in your comment.
  
  We have immediately cancelled these transactions and fully refunded the payments to the original payment method on our record. The funds will appear at your financial institution within 1-7 business days depending on how quickly your financial institution processes the refund.
  
  Please understand that we are also the victim, not the perpetrator. If you need anything or have any questions, I'm here to help. You can reach me at joy.***@temu.com.
  
  Best,
  *************

  Customer Answer

  Date: 11/23/2022

  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.]

  There was an email from Nov 12 that follows: Dear Sir/*****,
  
  We totally understand your concern. Please accept our sincere apologies for this unexpected experience you encountered.
  
  Our team has been working to fix this issue. Please be informed that we have refunded all these charges. You can contact your back for additional information.
   There uis still no refund and i am still out of money. I understand it maybe not you but Holiday's are here and i need that money. 
  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: 12/04/2022

  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 fully understand your concern about your refund. Please be assured that your refund has been transferred to your original payment account. Please allow 1-7 business days for refunds to appear back to your original payment method. Timing varies depending on your financial institution and can take up to 30 days. 
  
  Please feel free to reach out to me at joy.***@temu.com if you don't see your refund by December 12th.
  
  Best,
  *************

• Initial Complaint

  Date:11/12/2022

  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 placed an order with Temu, but I later realized that some of the sizes were wrong and cancelled that order. I later resubmitted the order, but paid using Klarna. Although I paid using Klarna, **** withdraw the total price for my purchase. I have contacted the company and they have agreed to return my money, but I have not received it yet. I am requesting a refund of $78.87.

  Business Response

  Date: 11/13/2022

  Hello ******

  I am Dada Sun 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.

  Could you please provide your order number to me? I will review your case with operation team and reply to you soon.

  Thank you.

  Dada Sun

  [email protected]

• Initial Complaint

  Date:11/11/2022

  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 have never ever made any purchases from this website and didn't even know they existed till today 11/10/22. There is 3 purchases that were made without my knowledge. The first one is $20.89, $29.83, and another $29.83. I do not have any accounts with this site. I don't even have a email confirmation with the order number or tracking number. I do not trust this site at all, not even the costumer service. I will be getting my bank involved and if things escalate then the law enforcement involved as well too.

  Business Response

  Date: 11/12/2022

  Hello *****,
  
  Good afternoon.

  I am Dada Sun 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.
  
  According to the information you provided in BBB.org, we could not identify your case. Could you please give me 4 last numbers of your card? so that we could identify your case and take further action.

  Note that please DON'T provide your full card number.
  
  
  Thank you.

  Best,
  Dada Sun

• Initial Complaint

  Date:11/09/2022

  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.

  This business charged six different charges an my debit card fraudulently. I have never heard of this company and woke up this morning to a fraud alert from my bank. I really need the money they took as I was already having a short pay week. I am sickened right now and feel totally violated and hurt that someone could actually be taking advantage of families like this. Please help.

  Business Response

  Date: 11/14/2022

  Hello ******,
  
  I am Dada Sun 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.
  
  Our records have identified three transactions of $105.70 each, one transaction of $32.48, one transaction of $27.82 and one transaction of $4.84 on November 9, ************************************************ your comment.
  
  We made the full refund of these six transactions today, and will appear at your bank account within 3-7 business days depending on your card bank processing time. Here is the breakdown as below:
  

  transaction 1: $105.70
  

  transaction 2: $105.70
  
  transaction 3: $105.70
  
  transaction 4: $32.48
  
  transaction 5: $27.82
  
  transaction 6: $4.84
  
  Please feel free to contact me if you have any questions or concerns, thank you.
  
  Best,
  Dada Sun

• Initial Complaint

  Date:11/09/2022

  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.

  On Nov 09 my companion ***** sent me a referral link for Temu which stated in it that I signed up I could get a free gift with free shipping. I inputted all my information into the Temu app in order to get the gift of my choice, which was a cordless vacuum, and after I even inputted my shipping information, the Temu app then suddenly demanded that I perform *************************************** to obtain the cordless vacuum. Therefore the Temu app has obtained my information in a deal where they are not holding up their end of the deal. Temu must ship, without a charge, this vacuum to the address I uploaded into the app.Partially censored, the phone number I inputted into Temu is 718___2271. I believe this is also a login ID.

  Business Response

  Date: 11/10/2022

  Hello Karan
  
  Good afternoon.
  
  I am Dada Sun 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 think there are some misunderstandings about the activity you joined in:
  Please see the screenshot as the attachment. The subject of this activity is "Invite Friends & Get Free Gifts' ', and there are 3 steps shown in the page clearly, which are Pick a Gfit -> Invite New Users -> Get Free Gift.
  
  Please feel free to contact me if you have any questions or concerns, thank you.
  
  Best,
  Dada Sun
  Cell phone: **********
  Address: ***************************************************************************

• Initial Complaint

  Date:11/08/2022

  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.

  Transactions Dates: 11/7/2022 5 transactions for $117.90 1 transaction for $130.84 6 NSF bank charges for overdraft at $20.00 each = $120.00 Total = ****** Business: Temu.com Unauthorized transactions between the hours of midnight to 7am on 11/7/2022 Fraud against consumers NEW WEBSITE 9/2022 THAT IS BASED OUT OF AN APARTMENT IN:31 ****************************************************** Contact: Dada Sun NUMBER PROVIDED: ************** IS TEMPORARY UNAVAILABLE THEN REDIRECTS YOU TO: ************** that states all representatives are busy.Email: [email protected] or [email protected] No tracking/account/order www.TrustPilot.com reviews states that several have had mass withdrawals from their bank account from a company that they have never ordered from.

  Business Response

  Date: 11/09/2022

  Hello ******,
  
  I am Dada Sun 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 investigating and resolving what happened to your account. Our records have identified five transactions of $117.90 each and one transaction of $130.84 on November 7, ************************************************ your comment. On the same bank account, we don't have the record of 6 transactions of $20 each.
  
  According to our records, for each of these transactions, we have received affirmative confirmation from the card issuing bank that the payment has passed the bank's 3-D secure verification, which means the card issuing bank has successfully verified the identity of the payor for each of these ten transactions.
  
  I would strongly suggest that you contact your bank immediately and report the incident to the police. At your request, I would do everything within my power to provide whatever cooperation and assistance required to help you, your bank and/or the police to get to the bottom of this. I'm very sorry for what happened to you. But please understand that we are also the victim, not the perpetrator. If you need anything or have any questions, I'm here to help. You can reach me at [email protected].
  
  
  Best,
  Dada Sun

  Customer Answer

  Date: 11/09/2022

  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.]
  
  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,

  ******

  Of course with all the screen shots from others in the same predicament as myself you seem to have the same thing to say over and over again. I have made a complaint not only to the BBB, Office of the Attorney General, my banking institute...I will be making a police report also. Your phone number and address and response gives no legit reason to what has happened in my life in overdraft and charges over $1000.00 dollars. Provide me with my registration to your website TEMU.COM along with my order of 6 transactions so I can see what I have supposedly ordered in the amounts of 5 transactions at $117.90 and 1 transaction of $130.84 all within a 6 hour time frame in the middle of the night. Surely if you state I have ordered from this company then where is my product/what did I order or do you take my money and give nothing in return?
  

   

  Business Response

  Date: 11/10/2022

  Hi ******,

  I've been following up your case and here's a report on what I've been able to find so far. We are able to identify six transactions during the timeframe between midnight and 7am on November 5th, 2022 that match the amounts in your reivew. Our record shows that all six transactions passed the 3DS security certification conducted by the card issue bank, who is responsible for the identity verifications of the payers. 
  
  After verifying the records, I suggested that you file a report to your card issue bank for refund and call the police for identity theft immediately. 
  
  I also took the liberty of contacting the card issue bank at ***************************** on November 7 and alerted the bank about the potential card fraud case. I have not received any response from them so far.
  
  I'm sorry for what happened to you. But please understand that my team is doing everything within our power to help you resolve the case as quickly as possible, subject to applicable privacy policies and laws. I suggest that you contact your bank and urge them to promptly process the refund of your money.

  Dada Sun

  [email protected]

  Customer Answer

  Date: 11/15/2022

  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.]
  
  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,

  ******

  I finallly received funds back into my bank account thats to my bank institute as a courtesy while ****************** continues to investigate how this situation happened in the first place. 6 transactions went thru my bank before fraud was indicated due to the immediate transaction of one after another in such a short time frame. Temu has not provided any explaination as in my account registration to use their website. No invoice, no product, no account.