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
- 5,505 total complaints in the last 3 years.
- 2,235 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:02/13/2023
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.
I ordered 5 items on the 9th and i checked and it still says In Transit Flight departure February 11, 2023, 7:45 pm it's the 13th now and it's still saying the same thing. what is going on?Business Response
Date: 02/21/2023
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 our **************** Team and understand your complaint has been resolved. Customer satisfaction is the most important to us and we are constantly striving to improve. If you need anything else or have any other questions. You can reach me at ************************************ Thank you for supporting Temu!
Best wishes,
CandyCustomer Answer
Date: 02/21/2023
[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:02/12/2023
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.
Ordered Jan 14, 2023 Paid ***** USD Business was supposed to ship an order that I placed.Business shipped the wrong order with none of the items I ordered.I contacted business and they started off Unhelpful, and continued to say they would refund without providing a refund. I spent more money with them placing another order, which they did deliver. However, refund still has not been processed, and I have been blocked from their customer service line.Order number ************************Business Response
Date: 02/20/2023
Hello Leyu,
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 bringing your concerns to our attention regarding your order PO-211-*****************. We sincerely apologize for any inconvenience this may have caused you. After reviewing your case, we can confirm that you have initiated a dispute for this transaction, and we kindly ask for your patience as the processing of the dispute is dependent on PayPal or your payment channel.
As a valued customer, we have offered you a full refund in Temu credits that can be used immediately. You can view your Temu credit balance by clicking You in the Temu app or your username on Temu.com and then choosing Credit balance.
We hope this addresses your concern. If you have any other questions or concerns, please message us through Temu.com or Temu app live chat, email ************************************** or call us ***************) so we can further assist you. Thank you for supporting Temu!
Best,
CandyInitial Complaint
Date:02/12/2023
Type:Sales and Advertising 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.
Misleading and didn't receive my ****** gift card just completed the actions and didn't receive what was promised it's just really a misleading company and everything is a ******** lieBusiness Response
Date: 02/20/2023
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. We have reviewed the information you provided on BBB regarding the $100 gift card, but we were unable to locate the activity in question. Could you kindly provide us with more details about the activity, and possibly a screenshot of the game or activity you participated in? You can send the screenshot to ************************************ This will help us better understand the situation and provide you with the assistance you need.
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,
CandyCustomer Answer
Date: 02/26/2023
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.
Lies,fasle claims don't never get what they say got four people tried it's just a hoax never did we get what was promised and that is a misleading advertising something that has not paid out put I tried to continue my business but I never received my 100 bucks try it for yourself the good people of bbb and see what you think me I think you will see what I am talking about thanks for your time.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 contacting us. We have reviewed the information you provided on BBB regarding the $100 gift card, but we were unable to locate the activity in question. Could you kindly provide us with more details about the activity, and possibly a screenshot of the game or activity you participated in? You can send the screenshot to ************************************ This will help us better understand the situation and provide you with the assistance you need.
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,
CandyInitial Complaint
Date:02/12/2023
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.
bought several items from temu and had to send some back and got a credit of $17.58. It first showed up on my history page then all of a sudden it was gone. I have been fighting with temu on this for 3 weeks. They say they see I have $17.58 credit owed to me but no one can seem to figure out how to get it. I have called everyday and emailed all the time just to keep get lied too. They should not be able to keep treating their customers this way.Business Response
Date: 02/19/2023
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 reviewing your account, we have confirmed that a $17.58 credit was successfully issued on Nov 10, 2022, for the account registered under the email address ************************ This credit was used to pay for order #PO-211-04240362138231172, which was placed on Feb 12, 2023, at 9:21:57 am CST. We have sent you the relevant info from ********************************** to notify you of this transaction. 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,
CandyInitial Complaint
Date:02/10/2023
Type:Sales and Advertising 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 started receiving text messages from this business when I never used their website, placed an order or downloaded their app. I tried speaking with customer service to get myself removed and they stated I had to login to remove SMS Message push notifications even after I explained I did not create an account and wouldnt be able to do that. They still said they could not remove my phone number from an account on their end. I want to know how they got my phone number or if someone is trying to do a scam using my personal informationBusiness Response
Date: 02/17/2023
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 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,
CandyInitial Complaint
Date:02/10/2023
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.
I was on a reputable sports website in ********* (******* Street Report) and after ordering a cheap ball cap, I discovered I was dealing with one of their advertisers which is a **************** based in ******, called Temu. Temu is a borderline scam which pushes merchandise I do not want, sends me numerous text messages I do not want, and that resulted in my filing a complaint with the *** and getting a different credit card. Avoid this company, complain to the ***, get a new credit card, delete any unwanted text messages immediately, and use your phone app (if your phone has an app for this) to block texts from Temu. Best advice. Your goal should be to get rid of them and good luck.Business Response
Date: 02/18/2023
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 ********************************************* 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,
CandyCustomer Answer
Date: 02/18/2023
[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:02/09/2023
Type:Order 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.
Not letting me unsubscribe!Business Response
Date: 02/17/2023
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.
Thanks for your feedback. With the contact information you provided on BBB, we successfully unsubscribed you from our promotional messages. We also sent a confirmation email to you from *********************************** If you need further assistance, please contact us again through Temu.com or Temu app live chat, email ************************************* or phone ***************). Have a great day!
Best,
CandyInitial Complaint
Date:02/09/2023
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 bracelets and never received them but I paid for them I would like the bracelets and whatever else that was in the orderBusiness Response
Date: 02/17/2023
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 you are experiencing difficulties with your orders. After checking your tracking number, the information shows that the two packages were delivered on Jan 21 and Jan 30. We also sent a confirmation email to you from *********************************** Please check. ****************v-176b423f="" style="box-sizing: border-box;">
Best,
CandyInitial Complaint
Date:02/08/2023
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.
I placed an online order at Temu.com and got charged $41.30 on Nov 27th, 2022. The business shipped a partial of my order (2 out of 11, worth $3) to me on Dec 9th and told me that they are still processing the remaining 9 items. After that, I never got contacted by the business and have been waiting for two months. I contacted the customer service through the online chat function on Temu.com on Feb 8th, 2023, and get notified that they wish me to continue waiting for the delivery. Even when I said I wish to have a refund, they avoided my request and stop the conversation. I wish to get a refund for the remaining 9 items that are not shipped yet. Order ID: #************************Business Response
Date: 02/15/2023
Hello Ting,
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 checking with our team, we have gone ahead and issued you a refund for your undelivered items. Please allow **** business days for it to be reflected in your account as the timing depends on your financial institution. Thank you for your understanding.
If you need further assistance, please email *********************************** or call us ***************) so we can help you.
Best wishes,
CandyCustomer Answer
Date: 02/15/2023
[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,
Ting FuInitial Complaint
Date:02/07/2023
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.
The Temu promotion games are a joke. They say you have to reach a certain goal but when you get close to it it slows down significantly, which requires you to invite multiple new users before the time runs out in order to win a prize being credit, money, or an item from Temu. Like they want ***** or more new users in order to win the said prize but don't tell you that it just says that you can invite unlimited new users, although there is a set limit for exsiting users invites.When I go to post my link to get other users to click on it, it will show them a page saying that my game has expired when the same link to my game shows me that my game is working like normal.This is unfair because all the new users that I have referred will make them tons of money and refer other people to them. While I don't get anything for my hard work referring these people because the game is rigged and makes you believe that you will get these rewards in exchange for you playing the game and getting new users to join.Business Response
Date: 02/15/2023
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. We are sorry for any inconvenience caused. Your case is out of the norm. Customer satisfaction is the most important to us and we are constantly working to improve our service quality. We have reached out to you through ********************************** to help investigate and assist right away. We will follow up on this matter and get back to you as soon as possible.
Best wishes,
CandyCustomer Answer
Date: 02/15/2023
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.]
My case is not the 1st case that this has been happening to it has happened too many others also so that is a lie. They have and nothing has been solved even though I have proof that I didn't get the points for referring new users and as for the issue with people seeing that my game has expired on there and versus what I am seeing wasn't resolved as well. Instead they tried to downbplay it buy saying I won that game already and that my other game I started expire
This is not a unique case like they try to say. It has happened to many others. I have 2 issues that weren't resolved with the same game, instead they tried to down play it and told me that I had already won one game and the other game expired. They also mixed up which game was what.
The game is Fishland the first time I played I won and that was the game that was having issues with person telling me when they would click on my game that they would get a message saying it expired vs what it was showing me.
After that game was done. I started a new Fishland game since I knew what I needed to do to win. This game is the one I referred people to that I never got the points for referring them as a new user.
They tried to downplay this game by saying my time had expired (as of the 14th) and that my fish was only at 91% and that I wouldn't have won the game. The game gives you 6 days to complete and I had 1 fish left at 91% and I referred a new user on the same day I started playing. For referring a new user I would have got 350 g of fish food. I also had several other daily task to complete along with referred other people for the next 5 days in order to win.
One the first day I *************** them.about the issue, they complete they wasted the majority of those days talking with them online. 1 spoke with about 3 people before even getting my ticket submitted and then it took a day to transfer to someone else. By this time I have already submitted several screenshots and video screen recordings, at one point in time, I was on the phone with my new referral and online talking with customer service at the same time, which I have a video sceen recording of the whole thing.
I figured out what the issue was one day 1 and I even asked the them multiple times, if this was the issue and they ignored me. By the time I could tell my referee what was wrong so they could fix it, the app didn't recognize him as a new user anymore so I never received the points for referring him nor did they try to make it right. I have referred over 4 users and this is the only 1 that had the issue because they signed up with their phone.
-Temu states that a new user is considered someone who has signed up within 24 hours.
After my New user signs up via game link they complete what was asked.
They were given an option to sign up using a phone number, email, ****************** And they choose to sign up with their phone number. After they accepted my invite via the game link and signed up like the game asked him to, the game had them play and that was it.
It wasn't until customer service asked us what his user name was, that I found the issue. And we told them that it was his phone number and they said that they couldn't find him. So I asked him to send me a screenshot of his account with his user name and it showed that his user name was his phone number but then I noticed that something was different on his account vs mine when I signed up.
Under his username, it suggested that he add an email for extra security, my account never did this because I signed up with my email. This wasn't a requirement to complete the new user sign up. But this missing link had allot to do with it.
By them giving people an option to sign up using their phone is misleading to the people who think they're going to get credit for referring someone as a new user. When the new user signs up using their phone number they are not prompt to add their email for extra security during the sign up, it only asks for their name and their address along with accepting the invite by gamelink, downloading Temu app, and playing the game.
Like I said before once I figured it out, I asked them could this be the issue and they ignored me and waste it my time in the meantime by talking about stuff. And then they have the audacity to say that my game has expired as of yesterday and that my fish was only at 91%.
If the issue was handled appropriately and correct it the same day, I would have won because there were other tasks I needed to do to get points and I had 6 more days to complete it. I already had invited another new user to sign up and they were able to because they used their email but because of this issue with not getting the points for the first referral and them wasting my time until my game expired, it had messed up my game completely. When all they had to do was make it right by giving me the points I rightfully earned by referring a new user. I have multiple screenshots and screen recordings to prove my case.-***************************;
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: 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.
We have checked with our **************** Team and understand your complaint has been resolved. If you need anything else or have any other questions. You can reach me at ************************************ Thank you for supporting Temu!
Best,
Candy
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