Business Profile

Online Shopping

Temu.com

This 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.
2,235 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/25/2023
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.
On 2/15/2023 I ordered some items from this online store and was told my order would arrive within 5-7 days and was sent a tracking number that shows that the items I ordered were never shipped to me something arrived in ******* then was transported to ********** and customer service is giving me the runaround regarding my order and offering me $5 credit for a order I paid $29.12 I really think this online store is a fraud/Scam I was told by customer service my order was coming yesterday now Im being told its coming today I need some kind of resolution or information on where is my order and when will I receive it and some form of credit or free item for this hassle they are putting me through!
Business Response
Date: 03/04/2023
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.

We have checked with **** and understand your order has been successlly delivered and accepted on Feb 27. If you need anything else or have any other questions, please feel free to contact our customer service at ****************************** Thank you for supporting Temu!

Best
Candy
Customer Answer
Date: 03/04/2023
[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:02/23/2023
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 an order they said it was shipped and delivered they do not have insurance therefore **************** **** says they are not liable for ******** temu is refusing to deal with me on the topic they keep saying that the package was delivered and I never got a package and I was home all that day and no **** stopped at my house I either want my money back or for them to re send my order to me They keep saying they Created a ticket I've got 3 tickets emails ticket number **************** has been resolved take it number **************** then resolve ticket number **************** has been resolved per emails from them I need help resolving this the total amount was $29.40 please help me out I am It's on SSDI and money is tight so when I make an order I have to adjust it to verify the amount going out I have a four-year-old daughter and a wife I'm trying to take care of I don't have a lot of money to play with so when I order something I expected to get delivered where it's supposed to be delivered thank you for your time I have been talking to supervisors they refused to transfer me to their supervisor I have the little employees that think they can handle stuff but they can't do anything and they get disrespectful and refuse to transmit to the supervisor it's my right customers are always
Business Response
Date: 03/02/2023
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 regarding your order. We apologize for any inconvenience this may have caused and understand your concern. After conducting an investigation, we regret to inform you that we are unable to provide a reshipment or refund for this order.

Our team has confirmed that the package was delivered to the correct address. We recommend checking your mailbox, around your house, and other potential locations for the package. If you are still unable to locate it, please contact the carrier for further assistance.

Additionally, we have noticed similar issues with your previous orders. To prevent this from happening again in the future, we suggest choosing a more secure shipping address.

If you have any further questions or concerns, please do not hesitate to contact us directly.

Best regards,
Candy
Customer Answer
Date: 03/03/2023
[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,

*********************
Customer Answer
Date: 03/05/2023
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.
They would not be anymore respectful to me and they have been calling me a lier and I have done all they have asked and more and they would not transfer me to there supervisors and they would not pick up the phone unless I blocked my phone number from showing then they would pick up each and every time but once I gave them the order number they would become bitter and disrespectful and act as if they there the supervisor and not be they would call me mother f***** and also 1 time a guy did to me stick it in my a** like wow I have looked in and on and around the mailbox for 5 days and I said my Neighbors for 4 days and they told me if I come back again the next day to ask again they will be really man at me I called **** 5 times and they said they will not do anything about it 1 the package was not insured 2 if it was stolen to call the police the cops said there is no proof it was delivered or taken and if it was taken they would not get involved unless it was over $1000 so would am I do do but get disrespectful back with they. It would get me a real supervisor and pretty fast too sorry for being disrespectful but they would start it and I never back down from a fighting just want my money back and I will never Order from them again and I will never call they again otherwise I will not stop calling they until I get my money back it us wrong
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 reaching out to us regarding your order. We apologize for any inconvenience this may have caused and understand your concern. After conducting an investigation, we regret to inform you that we are unable to provide a reshipment or refund for this order.

Our team has confirmed that the package was delivered to the correct address. We recommend checking your mailbox, around your house, and other potential locations for the package. If you are still unable to locate it, please contact the carrier for further assistance.

Additionally, we have noticed similar issues with your previous orders. To prevent this from happening again in the future, we suggest choosing a more secure shipping address.

If you have any further questions or concerns, please do not hesitate to contact us directly.

Best regards,
Candy
Customer Answer
Date: 03/14/2023
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.]
I did not get the package why can't they just resend my order or give me my money back any other beasness would of given me my money back or re sent my order back out to me for the Inconvenience it was not sit here and say the same thing over and over again and again say something different more better to help you
Thanks but no it is not resolved

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: 03/21/2023
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.

Thank you for taking the time to contact us regarding your recent orders, PO-211-04240243231351175. We understand your frustration and apologize for any inconvenience caused.

After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced.

We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address.

We suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance. 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,
Candy
Customer Answer
Date: 03/22/2023
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:02/22/2023
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.
Complaint taken over the phone by Dispute Representative via interpreter, consumer hearing impaired.Placed order on Feb 3 or 4th of 2023. Received on Feb 10, 2023. Only received partial order received. Items missing - 2 rechargeable spinners, item # ****************
Business Response
Date: 03/01/2023
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. We have checked your order PO-211-***************** and can confirm that the items you mentioned ( 2 rechargeable spinners, item # ****************)have been 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.

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. Thanks!

Best wishes,
Candy
Customer 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.
has not received his package and looking for a status update.
Business Response
Date: 04/09/2023
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 $23.76 has been refunded to your original payment channel. 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 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,
Candy
Initial Complaint
Date:02/22/2023
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 cant get them to stop sending me emails. I DO NOT WANT THEM TO SEND ME ANY MORE EMAILS
Business Response
Date: 03/01/2023
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 have successfully unsubscribed you from our notifications and promotion messages. We also sent you a confirmation email from ************************************** If you need anything else or have any other questions, please email ************************************** Thanks!

Best wishes,
Candy
Initial Complaint
Date:02/20/2023
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.
So i bought $100.50 worth of items of Temu on February 5th 2022. The delivery company says the package was delivered on the 10th. Yet the package did not arrive. I tried to contact support and all they told me is that they cant issue me a reshipment or a refund. By the way, I cant even talk to a real agent on live support I had to submit a ticket to get help. This was an awful experience since I didnt get the stuff that I purchased nor got the refund. I did everything in my power to try to find the package like asking my family members if one has claimed the package and asking my neighbor if they have seen it. This is terrible to be honest since most of the items were gifts for my little brother. I request a refund as a solution for this experience. (PO-211-14005676350070054) is the Order ID
Business Response
Date: 02/27/2023
Hello Suzy,

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 regarding your order. We apologize for any inconvenience this may have caused and understand your concern. After conducting an investigation, we regret to inform you that we are unable to provide a reshipment or refund for this order.

Our team has confirmed that the package was delivered to the correct address. We recommend checking your mailbox, around your house, and other potential locations for the package. If you are still unable to locate it, please contact the carrier for further assistance.
Additionally, we have noticed similar issues with your previous orders. To prevent this from happening again in the future, we suggest choosing a more secure shipping address.

If you have any further questions or concerns, please do not hesitate to contact us directly.

Best regards,
Candy
Customer Answer
Date: 02/27/2023
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.
I did check around my house and asked family members if they claimed it no one saw it. I already did contact the carrier and they told me it was left on the front porch but when I checked the security cameras around the delivery time nothing arrived. I cant even access live chat on the app which is super frustrating and annoying because I cant get help with anything anymore. I waited 7 days here to get a negative response with no outcome. I demand a refund or reshipment of the items.

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,
Suzy

Business Response
Date: 03/06/2023
Hello Suzy,

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 regarding your order. We apologize for any inconvenience this may have caused and understand your concern. After conducting an investigation, we regret to inform you that we are unable to provide a reshipment or refund for this order.

Our team has confirmed that the package was delivered to the correct address. We recommend checking your mailbox, around your house, and other potential locations for the package. If you are still unable to locate it, please contact the carrier for further assistance.
Additionally, we have noticed similar issues with your previous orders. To prevent this from happening again in the future, we suggest choosing a more secure shipping address.

If you have any further questions or concerns, please do not hesitate to contact us directly.

Best regards,
Candy
Initial Complaint
Date:02/19/2023
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 ordered some items from Temu.com on Jan 18 2023 Order *************************** which I received the wrong items. The first person I talked to on-screen named ***** told me since it was their mix up keep the items I got and they would issue a refund I asked her what I should do with the items she replied Sorry for the inconvenience. Since it was our mix-up, please feel free to keep it, recycle or donate it! I never received the refund. The next person I talked to was Toar they told me the same thing and even said Upon checking here in my system the refund was successfully refunded you can verify to your financial Institution with 4 or 15 business days. I really appreciate your patience. I have heard this comment 3 times now but a refund hasnt made it to my bank. It seems they dont keep their promise on refunds I still havnt seen the $45.42 The 3rd person I talked to said i needed to wait 2 more days It will be there Your request for the refund of the missing package order id ************************ has been approved successfully! The refund amount is $45.42(cash). Due to different financial institutions' refund process, it may take **** business days for refunds to appear back to your original payment method. then the next message i got was Please don't worry, we are very sorry for the inconvenience. You can wait for two more days, thanks for your patience and understanding. I don't think I will get my refund its been through 4 supervisors.
Business Response
Date: 02/25/2023
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. We have checked the order details you provided and can confirm that your order 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 the most important to us and we are always striving to improve. If you need any additional assistance, please feel free to reach out through Temu.com or Temu app live chat, email ******************************** or call us ***************). Have a great day!

Best regards,
Candy
Initial Complaint
Date:02/18/2023
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.
Temu has only refunded me a partial refund the package never came it was due by the 18 th if not a $5 credit would be applied I have a package that was delivered today showed up damaged and items were not what they appeared to be in the very poor condition I have to return items to get a refund I can not process a request because of a refund being in place I've had many problems with some of the items I have bought this company is fraudulent and I am not happy they also put $100 postal insurance coverage on the items funny how they are lost in transit
Business Response
Date: 02/25/2023
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. We have checked your order PO-211-***************** and can confirm that it has been 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.

Regarding your another order PO-211-*****************, we have not yet received the package you sent. We have checked the return label information and understand it has not been shipped out yet. If you shipped out the return package with the return label we provided, we kindly recommend you contact the logistic vendor to check the status of the package. After the returned item arrives at our warehouse, we will issue you a refund. Please allow **** business days for your refund to appear back to your original payment method. If you choose to accept your refund as Temu credit, it will be available in your credit balance within 3 minutes.

Our top priority is customer satisfaction and we are always striving to improve. If you require additional assistance, please do not hesitate to contact us through the Temu.com website or Temu app live chat, email **************************************** or by phone at **************.

Best regards,
Candy
Initial Complaint
Date:02/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on temu and paid $28.9 with my card and use the rest with credit I had! It was my first order ever and they put it into 2 packages!! Well i waited outside day of delivery and nothing was ever delivered!! I have security cameras all over and neighbors who are witnesses that no delivery vehicle ever passed through my street that week!! I contacted temu support and was told Id be refunded and they are giving me the run around!! I dont care about getting my credit back I just want my $28.9 back into my card account!!! Its not right to say you will refund a customer then keep their money knowing they didnt receive what they paid for!!
Business Response
Date: 02/25/2023
Hello A N,

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. We have checked your order PO-211-***************** and can confirm that it has been fully refunded to you. Please allow **** business days for your refund to appear back on your payment method depending on the processing time of your financial institution.

If you require additional assistance, please do not hesitate to contact us through the Temu.com website or Temu app live chat, email **************************************** or by phone at **************.

Best regards,
Candy
Initial Complaint
Date:02/16/2023
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.
Im still waiting for TEMU to refund my order, for 23 items, that cost $******. Order number: PO-211-03092362629750465.It was marked delivered, but I never received it. TEMU claims that all 23 items from that order, were packed in same package, as two additional separate orders. All three orders were given the same tracking number. I received the other two orders, but not this third order, for 23 items, that cost $ ******. Temu has treated me horribly and hassled me very badly about this order. I have communicated with many of their employees. Some employees have refused to refund me, and others have misled me, telling me that I should have received a refund by now. Temu doesnt know what quality customer service is at all, and clearly they put people through tremendous unnecessary stress. They simply dont care. I truly hope that TEMU decides to still refund me, asap. I have literally spent hours dealing with Temu, just trying to get this resolved and get my refund that is rightfully owed to me. This whole matter is getting really tiring, and completely unacceptable. Ill never order from them again. I would just like my $****** refunded to my original form of payment, and then to just move on with my life.Thanks. -*************************** ************ **************************************************** ****************
Business Response
Date: 02/24/2023
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 regarding your order. We apologize for any inconvenience this may have caused and understand your concern. After conducting an investigation, we regret to inform you that we are unable to provide a reshipment or refund for this order.

Our team has confirmed that the package was delivered to the correct address. We recommend checking your mailbox, around your house, and other potential locations for the package. If you are still unable to locate it, please contact the carrier for further assistance.
Additionally, we have noticed similar issues with your previous orders. To prevent this from happening again in the future, we suggest choosing a more secure shipping address.

If you have any further questions or concerns, please do not hesitate to contact us directly.

Best regards,
Candy
Customer Answer
Date: 02/27/2023
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.
TEMU,
See attached email from ***** They have already investigated the claim, and referred me to Temu for further assistance with refund. You all claimed to have shipped three separate orders, all in same package, with same tracking number: **** tracking number: **********************. That would be a total of 41 items, that you all claimed were packed and delivered inside of my small mailbox. Many of these 41 items were quite large. There is no way that 41 items could reasonably all fit in one package, inside of one small mailbox.
I did receive two out of those three orders: order #: PO-211-*****************, and order #: PO-211-*****************, as I have explained. However, I never received order #: PO-211-*****************. That order included 23 items, totaling $******. You have already lost me as a customer, because of the shipping mishaps, and severe lack of customer service. However, I still would like this matter resolved, finally. I hope that you guys get this refunded to my original form of payment asap, for all 23 items, for $******. I actually spoke over the phone, in the American call center, to a supervisor named *****, who assured me that she would make sure this refund would definitely be approved and be processed. It appears that she misled me, unfortunately. Thats not the first time that Ive been lied to by your employees. Anyway, this whole matter has gotten ridiculous. I provided you with the **** email documentation for the claim for the package. I did not receive the 23 items in that order, totaling ******. I still would like my refund promptly. Im not going to give up on this until Im refunded. your company, TEMU, should care about making this right. I truly hope that you decide to do the right thing. Thank you. -************************;
Business Response
Date: 03/06/2023
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 regarding your order. We apologize for any inconvenience this may have caused and understand your concern. After conducting an investigation, we regret to inform you that we are unable to provide a reshipment or refund for this order.

Our team has confirmed that the package was delivered to the correct address. We recommend checking your mailbox, around your house, and other potential locations for the package. If you are still unable to locate it, please contact the carrier for further assistance.
Additionally, we have noticed similar issues with your previous orders. To prevent this from happening again in the future, we suggest choosing a more secure shipping address.

If you have any further questions or concerns, please do not hesitate to contact us directly.

Best regards,
Candy
Customer Answer
Date: 03/07/2023
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 # ********.
*******************, and/or whomever else from TEMU,
Ill be further disputing the fraud you all have committed, with my bank, for this order of $142.15, which you are refusing to refund. Your supervisors lie and promise refunds over the phone, and they never process refund.I just had another supervisor over the phone with TEMU customer service last night, *****, from ********, tell me that I would definitely be receiving my refund; just like the previous supervisor, *****, also told me a few weeks ago. You all are going to be held accountable.
************, You continue to send basically the same generic, ridiculous response, to my complaint to Better Business Bureau, and you never care to actually pay attention and address the actual issues. You are the worst company I have ever encountered, and I really hope that there is something Better Business Bureau can do, to further hold your company accountable. You guys are a corrupt company, and have a lot of similar complaints from consumers, and TEMU is rated extremely low. Its despicable. Worst customer service ever! Youll be dealing with my bank on fraud charges, very soon. Ill be contacting them next. -************************;

Business Response
Date: 03/28/2023
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 taking the time to contact us regarding your recent order, PO-211-*****************. We understand your frustration and apologize for any inconvenience caused.

After reviewing the delivery status of your package, we see that it was successfully delivered to the address provided during checkout. We recommend that you check around your home or with neighbors to ensure that it was not accidentally misplaced. We understand that you are requesting a refund or a replacement, but according to our Terms of Use, we cannot offer these options in this situation as the package was delivered to the correct address. We suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance. 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,
Candy
Initial Complaint
Date:02/15/2023
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.
On December 7,2022 I placed 2 orders with a company called TEMU. One order was for $99.53 and the other was for $116.49. The day before, December 6, 2022 I placed an order for $116.49 as well. These orders were for Christmas decorations and stocking stuffers. None of these packages arrived until just be fore Christmas and turned out to be JUNK. I MEAN REALLY JUNK!!!. I tried and tried to make contact with them to make arrangements to return the items but could not get anyone to respond. This company cheated me out of a lot of money and then would not cooperate in any way to fix the problem. I want my money back!!! I cannot return the items now because we are in middle of moving and the items are gone. But these people advertised quality products and they were unbelievably the worst quality of anything I have ever seen. I would like you warn other people to stay away from this company and I posted that on their website. PLEASE DO WHAT YOU CAN TO MAKE THEM GIVE ME MY MONEY BACK. THANK YOU!!!
Business Response
Date: 02/22/2023
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 and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that your two orders have 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 the most important to us and we are always striving to improve. If you need any additional assistance, please feel free to reach out through Temu.com or Temu app live chat, email **************************************** or call us ***************).

Have a great day!

Best wishes,
Candy
Customer Answer
Date: 02/22/2023
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.]
Temu charged me twice for the same amount $116.49. Once on 12/6 and again on 12/7. They still owe me a refund of $116.49.

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: 03/02/2023
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 and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that your order 1: PO-211-***************** ($116.49) and order 2: PO-211-00588740403833995($99.53)have been fully refunded to your original payment card. Your order 3: PO-211-00588873319033995($116.49)has already been delivered, and you can initiate a refund process on our platform if you are not satisfied with these items you receive.

To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." 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 ****************************************************************. If you need any additional assistance, please feel free to reach out through Temu.com or Temu app live chat, email us at ************************************** or call **************.

Best wishes,
Candy

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