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:12/17/2022

  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.

  I placed an order via Temu app on Dec 3, the last update was a shipping label created on a Dec 4. After that no more updates. And I never get my order. I contacted them it was always robot customer support. My problem was never solved.

  Business Response

  Date: 12/24/2022

  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.
  
  We have checked your order and found that your refund request has been processed. Our customer service team has also informed you about the refund through online chat. Please allow **** business days (depending on your financial institution) for refunds to appear back to your original payment method.
  
  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:12/17/2022

  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 was checking out with my order from Temu and I was running into an issue that I couldn't select express shipping. I used the chat bot to ask and the way I was treated was really not okay. I was made to feel like I was being cheap and then I was told that they apologize for any inconveniences that *** happen moving forward and I took that as a threat that now something would never done to my order. I tried to complain to another agent but I was completely disregarded and I wasn't contacted after it was expedited and they the next person who messaged me did the same. I'm worried for my order and that someone *** do something bad to my items. I want reassurance

  Business Response

  Date: 12/23/2022

  Hello ********, thank you for shopping at Temu! Your feedback is extremely valuable to us and we are sorry for your experience. Please rest assured that 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 (****************************************************************). The first return for each order is free. Please feel free to reach me at joy.***@temu.com if you need any further assistance.

  Best,

  *************

  Customer Answer

  Date: 01/09/2023

  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:12/16/2022

  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.

  The main problem with Temu.com (online purchase platform very similar to Amazon.com) is that they are very disorganized when it comes to refund, returns and missing items not included in the paid charges. Once an item is missing, they treat you like a criminal as if you are being dishonest that they forgot to include an item. After you go through their process to file the missing item claim, they deny that it was missing. Then trying to contact the online chat representatives. They state they will get back to you within ***** hours. Then they keep extending that. It has been more than ****************************************************************** ***** hours. Purchasing under Amazon.com for over 6 years and never had this type of problems. With Temu, they treat you as guilty until you prove yourself innocent. They keep telling me to be patient for 15 days now. After I tell them I will report them to BBB, they still tell me to be patient and keep waiting. This is the first time I had to report a negative to BBB for the past 10 years!

  Business Response

  Date: 12/23/2022

  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 have checked with our online customer service team and understand your complaint has been resolved. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!
  
  Best,
  *************

  Customer Answer

  Date: 12/29/2022

  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 appreciate your response back.  A business should NOT force a consumer to proactively contact and follow up with Temu's lack of business ethic conducts of over 15 days.  If not for my BBB filing, it is likely that this issue is still on-going.  Although this issue has been resolved after 16 days.  My other orders are continuing to encounter similar type of response from Temu, which is repeated delay/postponement, ignoring my numerous contacts of chat message and calls, even with non-responsive behavior.  

  The more I encounter with Temu, the more issues I face.  After performing some research on BBB, I realized that there are many other consumers who have filed complaints that I, myself have also encountered.  Evidence for unethical business practices, illegal request of personal bank statements and credit card statements, discrimination of cancelling orders from consumers who express unsatisfactory Temu behaviors and conducts.  All of these are serious violations of corporate laws and guidelines.

  The main issue with Temu is that there are a lot of false advertisements on your website.  Your photos, descriptions, measurements, and products are not as advertised.  As other consumers who have filed complaint against Temu expressed, over 50% of products are considered false advertisements.  When consumers have false expectation from enhanced photos/images/qualities, you will have a lot of returns.  Instead of correcting your problem, you are discriminating against consumers who have made returns or complaints against Temu.  This is serious and is illegal.  Now you are adding to your false advertisement of free returns when actually you require consumers to pay $7.99 for items under the same order number but Temu decided to divide that into 2 separate packages.  I have contacted your chat and called your customer service line numerous times and it is like pulling teeth to expect you to deliver your promises as advertised.  Thank goodness there are more consumer protection in the U.S. to prevent vendors like Temu to keep bullying consumers.  

  Temu counts on not many people would take the time to file complaints to get away with all these unethical and illegal business practices.  Seems like it will take a class action law suit to prevent further practices like these.  Integrity, accountability, ethics are the foundation for businesses to survive in a hopeful nation to generate better products and services.  Not by bullying.

  
  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: 01/10/2023

  Hello ******, thank you for your feedback. Your comments are valuable for us to keep improving our services to you and other customers. We apologize for the experiences you had. Could you please send me your order ID ******************************** and I can look into the rest of the orders for you? The first return of any order is free, the subsequent ones will be charged $7.99 to cover the return shipping cost. We are working to combine separate packages into one return order. In the meantime, you could request our customer service team to refund the $7.99 after a return is made. We hope we can be helpful to you and we are here to serve you. Please email us with any feedback you have. Thank you for supporting Temu.

  Customer Answer

  Date: 01/13/2023

  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. 

  [**-211-11042364989750823

  
  This is NOT the first time I had to go through this same problem/issue with Temu customer representative and management.  I had to repeat this over 5X to various Temu customer representative.  The first ********************** representative repeated that I must have returned items the 2nd time within the same order even though I did not.  She refused to listen to what I have to say.  After 3-4 times of trying to explain to her,I insisted on talking to a manager.  She again refused and said that is the company policy.  After several times of demanding to talk to a manager, I was finally transferred to that person.  I had to explain to him all over again.  He also said I was returning items a 2nd time within the same order.  No one cared to look into the issue but everyone from Temu assumed something I try to tell them.  I was told by both of them that this is new company policy.  He placed me on hold, transferred me back to the first customer service representative.  After I gave her the ** #, the call was disconnected.  By this time I have been on the phone for at least 30 minutes.  No Temu representative cared to call me back and I cannot get to the same person again.  I had to start all over to explain the situation and again they insisted on me returning the item the 2nd time within the same order if a shipping fee is triggered.
  
  Ive asked them if they, themselves have gone through this experience and none of them was willing to respond to my question.  As a result, *** told them, if they have no experience of what it has been like on the consumer side, how are they able to understand and help with the issues?  Ive asked to talk to a representative that knows how to write online eCommerce website platform to resolve this issue, but they refuse to do so.  I even suggested with 2 solutions:
  #1 Under the return website, do not divide the return order into 2 separate transactions.  It is Temus website structure that is causing a problem, not the consumers fault, but Temus fault.  The return can be performed under 1 return shipping label, which will solve the system issue of misunderstanding 2 returns for one order.

  
  #2 If Temu has to separate the return into different packages, then offer consumers a return label for each package as advertised free first return for each order. 

  
  This is not rocket science!  It is just common sense leadership management.  Yet, time and time again, Temu treat its customers as guilty until proven innocent.  It is not difficult to see that representatives are following the training of Temu leadership because just about everyone is saying and doing and assuming the same thing.  Rarely does any Temu representative care enough to understand the situation.  When that one rare person does take the time to understand, I am transferred to another Temu representative who just ignores my chat messages, refuse to listen or assume that it is my problem. 
  

  So I dont believe that Temu leadership places consumer etiquette as any importance.  If I dont spend the time to file complaint on BBB and other locations, I would probably not get an answer within a timely manner.
  

  I have wasted more than 7 hours trying to deal with various issues with Temu.  50% of my orders have one problem or another from the fault of Temu.

  Below are 2 of the packages Ive received from Temu.  As you can see, Temu uses poor condition package with previous delivery labels on them.  There is nothing wrong with using recycled materials, but when it is in a poor condition like these and who ever packaged them did a poor job.  Even I, as a consumer did a much better job to secure the items for return then Temus own employees!!!  Yet, Temu stated that they have confirmed the package was shipped in good condition!!!  With this type of package condition, of course there can be missing items in the package.  Yet, when I reached out to Temu, they rejected my claim and denied my report of missing items in the package.  These are just 2 out of many packages I have received from Temu.

  See attachment for details.
  
  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:12/16/2022

  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 12/09/2022, I placed an order online at temu.com. The order number is PO-211-*****************, the total was $25.44. The order was set to be delivered Dec. *****rd. When I checked the tracking us the **** tracking number **************************, the package hadn't moved at all in 3 days. I asked temu to cancel my order and issue me a refund. I was told the company is combining packages to save on shipping. The company will not refund my $25.44.

  Business Response

  Date: 12/23/2022

  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 checked your order and found that the order you placed on Dec 9 was delivered at 10:11 am on December 17, 2022, within the estimated delivery date. We hope you are enjoying what you have ordered. If you are not satisfied with any of the items, you could request refund for those items within 90 days of purchase. 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:12/16/2022

  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.

  Ordered from Temu. When package came it was damaged and opened. The post office even stamped it received damage and unsealed. I contacted vendor to get a refund but they refused by saying that item was shipped from the warehouse. I'm not doubting that the item could have been shipped from the warehouse. However due to poor packaging and not sealing the package five items were missing from the package. I don't feel I should be out any money due to their negligence. Refund total should have been ***** which I don't feel I should be out of pocket for.

  Business Response

  Date: 12/22/2022

  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 am sorry for your experience. I have checked with our online customer service team and understand your complaint has been resolved. We have processed the refund for you. 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 supporting Temu!
  
  Best,
  *************

• Initial Complaint

  Date:12/16/2022

  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.

  Order #PO-211-19383770216310382.Went out for delivery from **** (tracking#**************************) on 12/12/2022.Was not delivered to me and was sent back to post office for address verification and redelivery.Was never delivered and I have provided full address to temu in order ********************************************************************************** to post office and was told the address was correct but mail man might have wrongly scanned or misplaced/lost it.Contacted temu through chat , was told they would initiate refund but later was told wait for 24 hours.For last 3 days no update.Called temu and was asked to raise refund request which was denined.If **** looses mail why thats customer headache?Why would harass customer so much for refund when its **** fault?Where is the customer satisfaction and accountability?Please initiate the refund else I need to file a dispute wth bank.

  Business Response

  Date: 12/22/2022

  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.
  
  We have checked your order and found that your refund request has been processed. Our customer service team has also informed you about the refund through online chat. Please allow **** business days (depending on your financial institution) for refunds to appear back to your original payment method.
  
  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:12/15/2022

  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.

  December 1st, 2022 I placed an order through the Temu app for 38 separate and different items. I spent $87 I got a box delivered on the front porch, semi beat up, possibly taped closed after being packaged. I opened the box and almost everything seemed good quality, besides the reeking jeans that smelled straight like bleach/chemicals, and 2 pairs of boots for my daughter for Christmas. Theyre mushed and chipped on the paint. They were not packaged correctly at all. They werent sent in a box, fake leather boots. So you can imagine all the creases and being scrunched just from that. Im all excited because its looking like some good stuff. Then I notice my pair of boots is missing and my daughters sandwich cutter. So then I rummage through everything, still cant find it. I ordered a LOT of jewelry so I didnt even think I was missing anything off the top because a bunch was there. I went through my order list and the contents in the box several times realizing I was missing 7 items all together. Only about $14 worth but still frustrating considering the damaged boots were $20 together. So all together $34 out of an $87 was for nothing. I couldve ordered elsewhere. I contacted **** and theyre absolutely no help. I keep getting switched between agents and robots.

• Initial Complaint

  Date:12/15/2022

  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 never received the package of items I ordered and I am requesting a full refund. I sent an email to their [email protected] and I havent received a response yet. I am just requesting a full refund please. Thank you

  Business Response

  Date: 12/21/2022

  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.
  
  We have checked your order and found that your refund request has been processed. Our customer service team has also informed you about the refund through email. Please allow **** business days (depending on your financial institution) for refunds to appear back to your original payment method.
  
  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:12/14/2022

  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 really liked the inexpensive prices on Temu. But the carbon emissions shipping requirements are bogus. Forcing consumers to pay $10 or more to ship the order. This isn't fair to customers who may need to buy one item for $6.99 but is forced to add more because of Carbon Emissions. Temu's Customer Support Agent stated: "To reduce carbon emissions from excess box use?" But our items aren't shipped in boxes though. They're shipped in Temu Bags.

  Business Response

  Date: 12/21/2022

  Hello *********, thank you for your valuable feedback. To support our commitment to sustainability, we encourage customers to meet a minimum order value so that we can more efficiently utilize the available packing space from bags, to our shipping boxes, and containers. By fully allocating the available packing spaces, we reduce the number of boxes used and number of trips made for our deliveries, which helps to reduce carbon emissions to the environment. However, we understand your concern about the policy and will share your feedback to our team for further review. Thank you for helping us understand and serve our customers better.

  Best,

  *************

  Customer Answer

  Date: 12/21/2022

  Hello Temu,

   

  Thanks for your response!

   

  I'll highly appreciate it if you could forward my feedback to the team for further review.
  

   

  
  Regards,

  Cordarius

   

   

  Business Response

  Date: 12/27/2022

  Hello *********, thank you for your valuable feedback. We understand your concern about the policy and have shared your feedback to our team for further review. Thank you for helping us understand and serve our customers better. 
  Best, 
  *************

• Initial Complaint

  Date:12/14/2022

  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.

  This company is using a scam referral program that gives you in store credit to refer new people to their app. As soon as you get the in store credit from the 100s of people you refer they dont let you use it! I feel this is fraud and a waste of peoples time. If the company cant keep promises they make to their customers they are clearly not a trustworthy company.

  Business Response

  Date: 12/21/2022

  Hello ********, thank you for shopping at Temu! Your feedback is valuable to us. Please be informed that you can start using your credit and your orders will be dispatched as well. We also appreciate your referrals. Please note that New Users in our referral program are defined as a real person who (1) never had a Temu account before, and (2) within 24 hours after downloading Temu App the first time, registered a Temu account and joined the Referral Program by clicking on the link shared by the Member. Please make sure that your friends qualify for the referral reward. If you encounter issues with your Temu credit in the future, you can appeal on your order page. Thank you for your support!

   

  Best,

  *************