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:12/12/2022

  Type:Sales and Advertising 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.

  FRAUD - fake business address listed. They should not be able to sell

  Business Response

  Date: 12/19/2022

  Hello ******, as we have communicated on the phone with you, our office address is ****************************************************************************************. We understand that you would like to place orders on ****. Thank you for your support. If we could be of assistance of anything, please do not hesitate to contact us through [email protected] or our our customer service number at **************. We are here to assist you anytime. 
  
  Best, 
  *************

  Customer Answer

  Date: 12/19/2022

  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,

  ******

   

   Thank you for reaching out to me, but the lack of professionalism on your part was very upsetting and I do plan to confirm that your corporate office in ****** is valid. If it is not a valid address I will continue on with my complaint.

  Regards,

  ******

  Business Response

  Date: 12/24/2022

  Hello ******,

  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. Please find below where you can find the address of our office. **************************************************, ***************************************, *************************************************. The address of our office has also been verified by ******* 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!

• Initial Complaint

  Date:12/10/2022

  Type:Customer Service 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 originally enjoyed the all and recommended a lot of people using their free gift for referring a friend feature. The last time I did this people where clicking my link and joining but I was not getting the credit. This was 4 days ago. So I contacted customer service and was told to wait 24 hours for an answer. My gift then expired without me winning it. During continued conversations with customer service over the past 4 days I got no reply except wait 24 hours wait 48 hours on several occasions. Then this morning I was offered a 31$ credit or an order for the free gift. I responded asking for the credit. I never received any credit and have contacted them all day and every response is I will be back with you in a moment reviewing your case and then no response after.

  Business Response

  Date: 12/16/2022

  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 candy.****@temu.com. Thank you for supporting Temu!
  
  
  Best,
  *******************

  Customer Answer

  Date: 12/16/2022

  [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:12/09/2022

  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.

  I ordered from them and they shipped it to the wrong address. Asked for a refund. They want merchandise returned. Hard to give them something not received.

  Business Response

  Date: 12/16/2022

  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. Our customer service team has left you a message and you can follow the instructions to check the progress of your refund. If you need anything else or have any other questions, I'm here to help. You can reach me at candy.****@temu.com. Thank you for supporting Temu!
  
  
  Best,
  *******************

• Initial Complaint

  Date:12/08/2022

  Type:Sales and Advertising 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 clicked on an ad on ******** for this company, saw the website load and decided it was a scam. A day later I get a text from my bank for fraud and there are about 20 transactions from this website on my card that I have no idea how they have access to, given I have never and will never make a purchase from this company. They should be shut down and all ads removed.

  Business Response

  Date: 12/11/2022

  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 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 these transactions that match your description. We have tried to connect you by call and email but failed. To help us further investigate, could you please provide the last 4 digits of the card, each transaction amount and payment time at joy.***@temu.com, preferably with a screenshot of the charges? Thank you.
  
  Best,
  *************

• Initial Complaint

  Date:12/08/2022

  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.

  **** is having a credit giveaway game. There has been a leaderboad. I asked if there was a prize and was told yes. Then when they accidently posted something about the top 4 earners it said the tip 4 earners will be over 700,000$ in shopping credits but now when I ask customer support I was told there was no prize and they tried to compensate me with 15$. I would like this pursued to full extent. Because I worked so hard for 6 weeks being the top earner to win the prize. Then I was told it was over 700,000$

  Business Response

  Date: 12/12/2022

  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 joy.***@temu.com. Thank you for supporting Temu!
  
  Best,
  *************

  Customer Answer

  Date: 12/12/2022

   

  My orders were now canceled and my credits frozen because I was told there was a prize and then told there wasn't. I want this problem executed to full extent. And press charges for unrightfully taking what I earned. 

   

  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,

  Jacey

   

   

  Business Response

  Date: 12/19/2022

  Hello *****,

  I am ************* from Temu.com. I have checked with our online customer service team again. We understand that you have accumulated $7,123 Temu credit from our Credit Giveaway activity at the point of your screen shot provided to us. The reward record is accessable from your "credit balance" anytime. Thank you for flagging out the issue of our display. We have since made the right correction as soon as possible to avoid confusion. As a token of our appreciation, we have extended $15 Temu credit to your account for helping us constantly improve and serve our customers better. We have also confirmed that your credit is available to use anytime now. 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!

• Initial Complaint

  Date:12/05/2022

  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 7 withdrawals from Temu.com on my account and have never purchased or received anything from this site. I have never even heard of the site until I saw the charges on my account today. The charges are for ***** (11/23/22), ***** (11/23/22), ***** (11/24/22), ***** (11/26/22), **** (11/27/22), ***** (11/27/22), and ***** (11/28/22) for a total of ******. I need my money back because this is fraudulent activity that was not authorized. My bank has been made aware of the fraudulent charges as well.

  Business Response

  Date: 12/13/2022

  Hello Raeshon,
  
  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 **** 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,
  *************

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising 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 notification that my account was hacked. I have been calling and emailing and I keep getting the same response and no one is helping. I have about $800 dollars that was spent by someone else. That charge put my account into the negative and I have been on the phone with ****** who is not helping me with my fraud. They keep saying someone is going to get in contact with me in 24 to 48 hours and this has happened since Saturday and I am still waiting. The conversations I had this company has been pointless. I need some help with resolving this matter.

  Business Response

  Date: 12/13/2022

  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 **** 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,
  *************

• Initial Complaint

  Date:12/05/2022

  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.

  Hi I've been trying to contact temu regarding a promotion they ran I am missing "tickets" so they offered me $30 credit its been over a week now and they still haven't issued my credit the chat representatives for four days in a row now refuse to respond to me they keep the chat in idle so I can't open a new issue I have called numerous times and they say they aren't able to assist me over the phone as they dont have access to account (what's the point of having phone service if it's unable to be helpful) regardless I get told on the phone they've escalated my claim to a higher department and I will hear back in 24 hours I've heard this a total of 6 times now in the past week and I've yet to hear anything back I have to keep calling them and they act like my issue is new to them because they don't write it down or keep notes of it anywhere they never escalate it this company has the absolute worst customer service ever all I'm asking for is my $30 credit and for them to close out the chat window so I'm able to open an issue about my missing package

  Business Response

  Date: 12/12/2022

  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 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 shows that you have not met the rewards threshold. Please note that we strictly follow the rules of each program to provide rewards. Kindly make sure that you read through the relevant rules when participating our programs. 
  
  We also checked the conversations between you and our customer service representatives. Despite the fact that you have not met the rewards threshold, one of our customer service representative offered $30 credits out of goodwill, which you declined immediately. If you need any additional assistance, please feel free to reach me at joy.***@temu.com.
  
  Best,
  Joy

  Customer Answer

  Date: 12/12/2022

  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 only rejected the $30 because I was owed much much more I did meet the requirements but the tickets were stolen from Me I had over **** tickets for that specific event .... I would very much like the $30 compensation for having my tickets stolen 
  
  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: 12/20/2022

  Hello *****,
  
  This is ************* from Temu.com. I'm following up on the 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. Our record shows that you have not met the rewards threshold and not the number that you have claimed. Please note that we strictly follow the rules of each program to provide rewards. Kindly make sure that you read through the relevant rules when participating our programs. 
  
  You could also send us the proof of your claim to us at [email protected]. We are happy to open the case for you again if your claim is proven true and valid. Thank you.
  
  Best,
  Joy

• Initial Complaint

  Date:12/05/2022

  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.

  Recently doing my End of the month book keeping and I noticed transactions on my card from a site I had never heard of before at first it was no big deal but then I noticed MULTIPLE I called my bank cancelled my card and filed a complaint I then looked up the company and reached out to customer service I received a quick response then once I stated I needed a refund I'd never heard of this company I was asked to provide proof I did then was told someone would reach out it's been nearly a week and I have heard nothing back I decided to add up all the charges on my account and it is ************************************* the amount of 276.88$ this may not seem like a big amount to some but I am a single mother living on a paycheck to paycheck basis and when I went to go spend money I knew I was saving for the holidays and it was gone was disheartening but knowing that the company isn't doing what they can to make sure this isn't an issue is even worse. Coming here I though I would be alone in this situation but I see so many of the SAME situation so close to the date my incident happened starting on 11/15/22 and not ending till 12/1/22 something needs to be done IN MY CASE I WOULD LIKE MY MONEY BACK!!!

  Business Response

  Date: 12/11/2022

  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,
  *************

• Initial Complaint

  Date:12/04/2022

  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 made an order and never recieved it

  Business Response

  Date: 12/09/2022

  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 your order has been delivered at Dec 5, 2022, 4:35:00 pm EST, by ***** This is actually within the expected delivery time of the order (Dec 4, 2022 EST - Dec 13, 2022 EST). Please kindly check. 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,
  *************

  Customer Answer

  Date: 12/09/2022

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