Online Shopping
Temu.comThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 10/23/2025
BBB shared the findings and recommendations with Temu
The findings appeared to show:
Product Quality Issues: A significant portion of the complaints revolves around product quality, with
customers frequently reporting items that did not meet expectations regarding durability or appearance.
Shipping Delays: Complaints related to delayed shipping and non-receipt of orders are prevalent,
indicating possible logistical challenges or miscommunication between order placement and fulfillment.
Customer Service: Many customers reported dissatisfaction with the customer service experience,
mentioning difficulties in reaching support, long response times, and unresolved issues.
Return and Refund Processes: Issues with returns and refund processes were frequently cited, with
customers experiencing lengthy processing times and confusion about return policies.
Website Usability: Customers occasionally reported challenges with navigating the online platform,
including difficulties in searching for products or completing transactions.Temu on 11/5/2025 responded to BBB with:
1. Product Quality Issues:
At Temu, we employ a comprehensive approach to quality control on our platform that aligns with the
requirements of the markets we operate in.
· Seller Onboarding: The process begins with the onboarding of sellers, where they are required to
submit the necessary documentation. Additionally, they sign agreements affirming their commitment to
product safety and adherence to regulations relevant to their intended markets. Temu supports this
process by providing guidance and resources on compliance requirements for various markets.
· Product Oversight: Random spot checks are conducted to verify that the physical products match their
descriptions and adhere to relevant standards. This includes checking packaging, labels, and safety
markings. If any products are suspected of potential non-compliance, Temu takes swift action, which may
involve suspending the listing, requesting additional documentation, or removing the product altogether.
· Ongoing Monitoring: Temu closely monitors customer feedback to identify potential issues with
products. When concerns arise, we take prompt action to investigate and, if necessary, remove any
products suspected of being non-compliant.
· Collaboration with Authorities: Temu actively collaborates with consumer groups and regulatory
authorities to address inquiries and facilitate product takedowns or recalls when required.
· Accountability Measures: We continually guide sellers on the need for strict product safety
compliance, ensuring they are fully aware of their responsibilities. Violations can lead to warnings, product
delisting.
We will continue to consistently and rigorously uphold these measures and standards, remaining fully
committed to ensuring customer satisfaction.
2. Shipping Delays
Timely delivery is a core part of the customer experience, and Temu is committed to ongoing
improvement in this area. Since late 2024, we have expanded our U.S.-based seller, enabling a growing
number of orders to be fulfilled domestically. This shift helps improve delivery speeds and better align with
customer expectations.
Temu works with experienced third-party logistics partners to handle the shipping and delivery of
customer orders. Customers can track their order status and estimated delivery dates directly through the
Temu app or Temu.com. Estimated delivery time and shipping costs are clearly displayed at checkout and
on the order confirmation page.
While the majority of orders are delivered on time, external factors, such as severe weather or
carrier-related disruptions, can occasionally lead to delays. We actively monitor these situations and
coordinate with our logistics partners to minimize impact.
We also proactively plan with our partners to ensure stable operations during peak periods such as
holidays. Customer feedback plays a key role in shaping our logistics strategy, and we remain committed
to refining the end-to-end delivery experience in response to user needs.
3. Customer Service – Current Capacity & Third-Party Recognition
Temu offers U.S. customers multi-channel support, including a self-service Support Center, virtual
assistant, live chat, hotline, and email. In particular, Temu maintains a 7-day × 24-hour live-chat support
channel. Most customers can reach a live agent within 30 seconds via the hotline, or within 1 minute
through online chat. For issues requiring additional follow-up or verification, Temu typically responds
within 8 hours and, in most cases, no later than 24 hours.
Temu will continue to invest in our customer service team to enhance its capacity and responsiveness,
ensuring that we deliver efficient and satisfactory solutions. We’re committed to addressing every
customer’s inquiry and feedback in a timely, fair, and friendly manner.
4. Return and Refund Processes
At Temu, we strive to provide a reliable and user-friendly shopping experience by connecting consumers
with a broad network of independent third-party sellers. While Temu does not manufacture or own the
products sold on the platform, we work closely with sellers to help ensure that product listings meet
applicable standards and that customers receive support when issues arise.
In the event a product is damaged or does not meet expectations, customers may contact Temu directly.
We will assist in coordinating a resolution between the customer and the seller, in accordance with our
platform policies and applicable consumer protection guidelines.
Below are the return and refund processes applicable to customers in the U.S. market.
Simple Return Process: Temu provides a simple and convenient return process for customers. The
following is an example of how the return process works. To request a refund, customers can log in to the
Temu app or Temu.com through their account, open the ‘Your Orders’ page, and click ‘Return/Refund.’ If a
return is needed, customers can select their preferred return and refund options. After submitting a
request, Temu provides a return label to ship the items back. Customers should place all returnable items
in one package, include the original barcodes, attach the provided return label, and ship the package from
the nearest USPS or UPS location. Refund status can be tracked via the order details page or through
Temu’s SMS, email, or push notifications.
Free First Return Policy: Return shipping is free on the customer's first return of one or multiple
returnable items for EVERY order within 90 days for most items from the date of purchase, with some
exceptions. Pickup return method may charge for an additional fee. Pickup return method may charge an
additional fee in limited scenarios.
Through these measures, Temu is committed to providing a transparent, efficient, and reliable return and
refund process, ensuring that customers can shop with confidence and ease. We greatly appreciate BBB
for highlighting potential issues, and we will continuously collect customer feedback to further optimize the
returns and refund experience.
5. Website Usability
We understand that a seamless online experience is critical to customer satisfaction, and we take all
usability feedback seriously. Temu’s technical and customer service teams work closely together to
promptly investigate and resolve reported issues. Temu is dedicated to providing a smooth, reliable, and
user-friendly experience for all users, whether on Temu.com or through the Temu app.
Temu sincerely appreciates the BBB’s continued communication and constructive feedback. We remain
fully committed to continuously improving every aspect of our service—from product quality and shipping
to customer support and post-purchase processes—while maintaining transparency, accountability, and a
customer-focused approach throughout our growth. We value the opportunity to address these matters
and will continue to take proactive steps to ensure a reliable, safe, and satisfying experience for all
customers.
Complaints
This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,509 total complaints in the last 3 years.
- 2,232 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/07/2023
Type:Service or Repair IssuesStatus: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 the homepage of the website it clearly says free shipping with no rules, but once you are in the cart it clearly says you have to spend a certain amount. This is bait and switch with false advertising! Please report them as this is a very bad practice! Temu also never sent some of my stuff. They steal data and sell it to the *******************Business Response
Date: 03/14/2023
Hello,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience. 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.
Temu (tee-moo) is an online marketplace that offers quality merchandise from the world's top suppliers and brands to consumers at affordable prices. As part of PDD ******** ******** PDD), Temu works closely with its global network of suppliers to create and curate quality products for consumers to enjoy the conveniences and comforts of life. With our strict privacy policy and proprietary data protection system, you can trust Temu to keep your information safe. All of our payment links are PCI-certified and we work with major payment providers like ***** Mastercard, Paypal, Apple *********** Pay, and more to protect your financial data. Customer satisfaction is our number one priority and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************.
Best wishes,
CandyInitial Complaint
Date:03/04/2023
Type:Delivery IssuesStatus: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 the required amount to receive a bundle discount towards my next order. I have reached the required amount to have a discount of ***** (thirty dollars) off my second order. It will not let me do so. I used the coupon discount number XDQB124 they sent.Business Response
Date: 03/12/2023
Hello,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for contacting us regarding the expired coupon. We apologize for any inconvenience caused and appreciate your feedback.
After thorough investigation into your case, we can confirm that you can request the re-issuance of the expired coupon within one month by contacting our customer service agent via ********************** app live chat.
At Temu, customer satisfaction is our top priority and we are constantly working to improve our service quality. If you need any further assistance, please don't hesitate to contact us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************.
Thank you for choosing Temu and we hope to serve you better in the future.
Best regards,
CandyInitial Complaint
Date:03/04/2023
Type:Product IssuesStatus: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.
Ive tried to reach out to TEMU 5 times! *** tried to initiate an refund throughout the app with no resolution. *** also tried to call and email them with no response. I would like a complete full refund for my orders. *** received my orders with missing items. There was shattered shards all over my doormat and the package was ripped as if it was tampered with. I ordered two different sets of orders around the same time, they were mixed together in two different packages. Yes, they were two complete different orders that were mixed together in two packages. I even called and spoke to one of the representatives to make sure, because I was worried I may not receive my items! I was told to call back if I did not.. I received the packages ripped, and items were missing! I would like a complete refund for the orders! I should NOT have to email over 5 times, call over 10 times and even file a complaint to get a refund! I would like a full refund, I never received the items! The order numbers are PO-211-*****************, PO-211-***************** .. hopefully this issue can get resolved finally! I have no ill feelings toward the company and have had good experiences, I just want a full refund for not only the trouble of reaching out multiple times with no resolution but for the multiple items I never received!Business Response
Date: 03/11/2023
Hello ***,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience. Your two orders PO-211-***************** and PO-211-***************** have already been delivered. Please refer to the return policy of our platform as below. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). For detailed return instructions, please visit ****************************************************************. I
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************.
Best wishes,
CandyCustomer Answer
Date: 03/11/2023
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
Hi, *******************!I have contacted your representatives multiple times maam. The packages was delivered, but there was several missing items! The package came with a large hole in it.. the post office representative even told me to be careful with the package.. I lifted up the package and there was shards of broken ceramic on my doormat! *** tried started a refund for these missing items for over an month now with no resolution! I cannot return items that I did not receive. Am I to send a sticky note attached to a bottle of air and say I did not get it? I just want a full refund for the items I never received.. if the company cannot take responsibility then that states your reputation and how you conduct business.. I shall ask again because it seems my request isnt getting anywhere.. I would like a full refund for the orders.. there was multiple items I never received and I literally had to go through all of this trouble to get anywhere with you guys for over an month. Hopefully I can actually get a refund and if you would like pictures of the package, I will be more than happy to send you them so I can get an refund. Thanks!
Regards,***
Business Response
Date: 03/19/2023
Hello ***,
I am ******************* from Temu.com, reaching out in response to a complaint filed with the Better Business Bureau (BBB) on your behalf. I have also provided the BBB with a copy of this message.
We apologize for any inconvenience you have experienced. We have reviewed the order details for PO-211-***************** and PO-211-*****************, and can confirm that both orders have been delivered to your address. Our investigation shows that all items were packed. In order to assist you further, we kindly request you to provide evidence of receiving the wrong package, such as the shipping label or relevant pictures.
Customer satisfaction is our top priority, and we continually strive to improve our service quality. If you need any assistance, please feel free to message us through Temu.com or the Temu app's live chat, email us at ****************************** or call us at **************.
Best wishes,
CandyCustomer Answer
Date: 03/20/2023
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.
FAQHi,
Ive have multiple pictures of proof and evidence regarding my orders.. Ive have to talked to countless useless representatives, on the issue. I have shown them pictures of proof that I received my packages DAMAGED, and RIPPED seeing how Im STILL getting denied a refund on TEMUs mishap really shows how you guys conduct business.. Im not sure how many times *** said this ***********.. Im MISSING items! I received my packages, but they were DAMAGED and TORN.. *** tried to get a refund for the missing items for over an month and Im just tired of you guys taking no accountability for your actions.. Im missing items, shall I take a picture of the air and invisible objects to show I never RECEIVED items in my package??? Like COME ON! Im sorry but you guys are a bunch of lies.. the package didnt leave the warehouse in good condition.. I received my packages damaged.. please stop lying. I not only have someone else who witnessed the damaged packages, I also have the post office representative as my witness. I have attached pictures of the packages I received, emails Ive sent, and the refund process Ive been trying for over a month now. Once again, I would appreciate an full refund on the orders, its the least this company can do..
Regards,***
Business Response
Date: 03/30/2023
Hello ***,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
After conducting a thorough review of the shipping process, our warehouse team can confirm that the goods were packaged and dispatched in full accordance with the order requirements by reviewing the shipping video. We understand that this may be disappointing, but we are unable to fulfill your request as the items were shipped according to the order. We apologize for any inconvenience that this may have caused and we hope that you will consider us again in the future.If you need any further assistance or have additional questions, please feel free to reach out to us.
Thank you for your patience and understanding.
Best regards,
CandyCustomer Answer
Date: 04/03/2023
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.
FAQHello *******************,
I tried to contact you guys on multiple occasions, and was sent the same repeating emails. I have called you guys over 400 times, and I have sent numerous emails regarding the orders. Pictures, emails, and even proof of the refund process. I was lucky enough to speak to an actual helpful representative that brought the issue to the attention of the representatives in *****. I was told that the headquarters and CEO is actually in *****, and that only the corporate office is in ******. Highly confused as is, because your business states your located in Boston, but that doesn't seem to be true. Anyways, He tried in every way he could to move this issue along and help me receive an exception refund on both orders due to the lack of service I have been getting, as well as the packages being damaged. He wrote extensive paragraphs on the issue. I even heard that tickets are being closed? Why were they closed on fact that they weren't resolved or solved? It seems Temu, is trying to sweep the issue under the rug instead of dealing with it.
After trying to reach out to you guys for the last two months, I've gotten nowhere. I have tried to start an refund inside the app, and have been denied. I've also tried to reach out to you guys countless times through calls, and almost every representative have started a ticket just for me to end up back here. I have gotten not only lied to by the representatives in ***************, I've also gotten threatened by one stating "Can you please be quiet, I do not understand your English.. you must be one of those Americans. Please shut up" while trying to explain the situation. I've had representative hang up in my face, I've also had representatives whistle in my ear and after asking them to stop they only continued. Representatives have repeatedly sent me the same emails, by copying and pasting the exact same thing. My original phone number is also blocked, so I have been trying to contact you guys for an while unable to get through to an representative. I was even question by representatives stating "On what grounds is she asking for an refund?". The grounds that I'm asking for an full refund on both orders is because they came damaged, I did not get all items in my package, and I've been contacting you guys for the last two months about this same issue. It's very infuriating and tiring when having to go through hoops just to get an refund let alone proper communication. TEMU is partnered with **** therefore if the package comes damaged, AND the customer is showing actual PROOF which I have, the least you can do is issue the customer an refund because it is partially TEMUs fault as well. Especially when your representatives have already promised me full refunds on the orders. So now we know you guys do not hold up to your word.
I have spoken to **** about the issue and they have told me to speak with the company about the issue since they received it in the way it was delivered. They have stated they delivered the packages in the best of their ability.
My desired outcome that I will accept is an full refund on the orders, for I have already told you guys countless times about the items missing, and I have told you guys the reason why I'm asking for an full refund. There is absolutely no reason as to why I should be getting refused or denied an refund when I have already personally showed the proof that they were ripped and damaged! This order was placed and delivered back in January, it is now March almost April. I have already showed the proof of pictures of the quality it was received on the day I RECEIVED IT. Please note it is now April 3rd. I will be attaching everything to response.I will be reaching out to the Better Business Bureau again if this issue is not resolved. I will send information not only about my extensive conversations with TEMU but the lack of an resolution and full refund.
I hope this issue can truly be resolved! I have not only sent out numerous emails, but I've called over 400 times about this. I would like an full refund on the orders and after, I will not be purchasing anymore from this company. I've been through hoops, been lied to, insulted, and cheated out for over two month and I'd hate for any other customer to go through what I have. I will be attaching again pictures of calls, emails, and pictures of the packages once again. If I am sent another repeated email about the package leaving the warehouse in good condition again, I will be sending this exact email over again until the issue gets resolved. Thanks!
Regards,***
Initial Complaint
Date:03/04/2023
Type:Product IssuesStatus: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 multiple orders on Feb 15, 2023 on temu.com and received them (PO-211-*****************-D01, PO-211-*****************-D01, PO-211-*****************-D01, PO-211-*****************-D01, PO-211-*****************-D01). I want to keep some of these items and return the others. I created a joint return request for items from multiple orders . I want to cancel this joint return request because I by mistake put in some items which I plan to keep. I clicked on Cancel but it didn't work. I tried to get help from temu, but it didn't provide any useful help at all with live chat customer service which is super slow and absolutely not live. Temu app is really crappy.Business Response
Date: 03/11/2023
Hello Fuyan,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience. Your case was out of the norm. We've already fixed the issue and you can cancel your return request now. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************.
Best wishes,
CandyInitial Complaint
Date:03/03/2023
Type:Delivery IssuesStatus: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.
Yesterday, 3/2/2023, I saw an ad for Temu on my Moovit public transport app. The main message of the advertisement was that new users of the Temu mobile app may receive 3 free products of their choosing along with free shipping. Thus, believing it to be authentic, I clicked on it. I download the Temu App, then I select the three items I want to receive for free. But before you get all the items, you have to play a Hat Trick Draw game. During the game, I was able to easily win the first two items, but every time I got to the last one on the hat trick game, I miraculously run out of energy points, and then they said I must invite friends in order to gain more energy to draw again, which leads me to believe that the game has been rigged. But because I was determined to win all three items, I spent a total of two days attempting to invite as many friends as I could in order to accumulate enough energy points to draw and win my final item. However, I soon realized I had wasted my time and effort after Temu informed me that all three of the items I had selected were out of stock. (They said this after I won the game).They didn't even let me pick three other items that weren't out of stock; they just claimed it wasn't in stock where I was, and that was it. I genuinely wasted both my time and sleep. I deserve to know why Temu scammed me this way. I followed their instructions, so where are my freebies?Business Response
Date: 03/11/2023
Hello ********,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for reaching out to us. With the information you provided on BBB, We didn't find the activity you mentioned about the Hat Trick Draw game, may I know more details about it? Could you please provide a screenshot of the game/activity that you played to ************************************** So we can better assist you. If you need any further assistance, please contact us again through Temu.com or Temu app live chat, email **************************************** or phone ***************) so we can help resolve your issue. ****************v-176b423f="" style="box-sizing: border-box;">
Best wishes,
CandyInitial Complaint
Date:03/03/2023
Type:Service or Repair IssuesStatus: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.
Its fake. I tried to get the $30 free credit and I only had 1 more new person I had to invite before I could claim it but *** invited 3 more new people now and still havent been able to claim the $30. Waste of time and effort.Business Response
Date: 03/11/2023
Hello *********,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience. We appreciate your support and have issued you $30 credits as compensation for your experience. You are very welcome to take part in other activities on our platform in the future.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************.
Best wishes,
CandyCustomer Answer
Date: 03/11/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************************Initial Complaint
Date:03/03/2023
Type:Service or Repair IssuesStatus: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 spent ****** at Temu for a guitar they said was in stock. 17 in stock to be precise a joytar I eas told it would be a week or 12 days . 5 weeks went by with 1 fake shipping label that was never received by anyone.Business Response
Date: 03/11/2023
Hello *******,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience. The shipping delay of the order you mentioned was out of the norm, which was caused by the delay of the carrier. We recommend you reorder the guitar on our platform. We deeply apologize for any inconvenience caused. Most of our packages arrive between **** business days. Thank you so much for your patience. You can track your shipping status and see your expected delivery date directly in the Temu app or on Temu.com. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive a $5 credit (for standard shipping) or $13 credit (for express shipping) as a sign of appreciation for your patience.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************.
Best wishes,
CandyInitial Complaint
Date:03/02/2023
Type:Delivery IssuesStatus: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.
The date of the order was Feb. 8, 2023 and for 5 items at a total of $23.99. The order number is #PO-211-11133834117731300. I had been told it would be delivered by the end of Feb. 22, 2023. Nothing arrived as of the date of this complaint: Mar. 2, 2023. When I contacted them, they told me it had been delivered on Feb. 18, 2023 . I was told I would also be notified when it was going to be shipped. I had not been notified. I called for a refund and was told I would get one in 5 to 15 days and be notified I would be notified at once or in a few minutes by email that I would receive a refund.Business Response
Date: 03/10/2023
Hello *****,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that your order PO-211-***************** has been fully refunded to your original payment card. Please allow **** business days for your refund to appear back on your payment method depending on the processing time of your financial institution. Customer satisfaction is of the utmost importance to us and we are constantly striving to improve. If you need any assistance, please message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************.
Best wishes,
CandyCustomer Answer
Date: 03/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
Date:03/02/2023
Type:Product IssuesStatus: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 online order at Temu.com with PO-211-*****************, *** tracking #1Z4459180392514651. Order created on 1/1/23. This package I did not receive because I was out of town by time of delivery. When I got home, *** recorded the package already returned to seller on 1/24/23 10:30am. I asked for refund, online site issued me return label, but I have nothing to return. I called customer service 2/3/23, explained this matter in detail, the lady on the phone told me they noticed this case, refund need **** days to refund, is being processing, check on my payment visa.Second attempt yesterday 2/28/23 morning to customer service for update refund status, the guy on the phone told me his supervisor will take care of the case, sent me feedback by email, so all I need to look up and wait for email confirmation.I waited for 1 day, no response from anyone. I guess is not so difficult to refund my $135.- and take such long time to process. Please help me to file a claim and resolve problem to get my money backBusiness Response
Date: 03/10/2023
Hello,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that your order PO-211-***************** has been fully refunded to your original payment card. Please allow **** business days for your refund to appear back on your payment method depending on the processing time of your financial institution. Customer satisfaction is of the utmost importance to us and we are constantly striving to improve. If you need any assistance, please message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************.
Best wishes,
CandyInitial Complaint
Date:03/02/2023
Type:Delivery IssuesStatus: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.
Company is harassing me with Spam. I have blocked. Muted. And reported this company as spam and am still receiving excessive marketing from them. Have emailed their customer service and asked to remove my email from their list which I did not sign up for to no avail. Horrible, unscrupulous company!Business Response
Date: 03/10/2023
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I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience. To manage your notification settings, please go to Settings in your Temu app or on Temu.com, select Notifications and then Edit to adjust preferences for alerts. If you are using Gmail, you may also click on the More button in the upper right corner of the email and choose Stop seeing this Ad. Plus, we have removed you email account from our mailing list.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat, email us at ****************************** or call us at **************.
Best wishes,
CandyCustomer Answer
Date: 03/10/2023
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,P
Temu.com is NOT a BBB Accredited Business.
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