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.
- 2,236 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:01/20/2023
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've never purchased anything from this app and I've never heard of it but it just charged my card $211.96. I've never given my card information to this site so there should be absolutely no reason why my card is being charged. I'd like to know why this is happening and how it's going to get resolved please and thank you.Business Response
Date: 01/27/2023
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 investigated this matter internally. There have been indeed 2 transactions happened. But our risk management system has rejected those 2 transactions, so they were not successful. We strongly suggest you to report to the issuing financial institution of your credit card on this matter. We will assist you as much as possible. Please also check your transaction record in a few days to confirm that those 2 transactions have been rejected. If you need anything else or have any other questions, I'm here to help. You can reach me at ******************************** anytime. Thank you for supporting Temu!
Best,
*************Initial Complaint
Date:01/20/2023
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.
downloaded the app Temu everything said it was safe. I purchased 2 items. Equaling $42.55. I used afterpay app to split payments. I emailed them about what happened as well (Afterpay), But the next day I didn't purchase anything just an automatic payment for chiropractor came out of my account AND 2 exact charges of $190.25.....from WISE **** I am in contact with someone named ******** at Temu via chat. She basically told me WISE is a bank and that's not them. And they will not do anything about it. I want my money back!!! I read the reviews here on BBB and others have said the same things. I wish I would have researched this scamming Temu company better.I have screenshots of most everything.Business Response
Date: 01/27/2023
Hello Lacey,
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 investigated this matter internally. We did not find any transactions you mentioned on Temu. You may be a victim of fraud or unauthorized access to your account. We strongly suggest you contact the company or bank that issued the credit card or debit card immediately. Tell them you have fraudulent charges and ask them to reverse the transactions and give you your money back. We will do our best to assist you and cooperate with the bank on this.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.
If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!
Best,
*************Initial Complaint
Date:01/19/2023
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 purchased items from this company via the computer. I received the order yesterday in the mail and it is not what I ordered according to the pictures I viewed on the net. The sifter I ordered was plastic and was to hold three (3) cups of flour. the one i received looks like something for a kid. the silpats I ordered were suppose to be two and this order contained one. the meat chopper I probably will try and use but it is very small and not like the site showed. I would like to get a refund of my money for these items or have them send me a return slip to send them back. very disappointed in this company and will not be p urchasinng again from them. Thank you in advance for your help in this matter. There is no other means for me to contact them directly.Business Response
Date: 01/27/2023
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 tried to contact you, but have not been able to reach you. If you are not satisfied with any items you receive, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). 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." For detailed return instructions, please visit ****************************************************************. The first return for each order is free and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow **** business days for it to appear since timing depends on your financial institution. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!
Best,
*************Initial Complaint
Date:01/19/2023
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'm writing this complaint against TEMU.com because they have been purposely bothering me and I'd like them to give me a sincere apology for their wrongdoings and I'd like no further contact with that company and I would prefer if they would just leave me and my browsers alone nowBusiness Response
Date: 01/27/2023
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 tried to contact you, but have not been able to reach you.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.If you need anything else or have any other questions, I'm here to help. You can reach me at ***********************************.
Best,
*************Customer Answer
Date: 01/27/2023
[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:01/19/2023
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.
Yes I was charged $310 for a order I never received back in November it took the money out of my account and then they canceled my order as well as three others that were smaller because they said my card was suspicious even though I have spent thousands with this company using the very same card. All the orders were pulled from my bank account along with the $310 payment and all of the smaller orders for like $34 dollars were replaced back into my bank account promptly. I ordered the product again it never came and I had to fight tooth and nail but did finally get that refund and even though I have called over ten times all with upper management promising my refund would be here and i absolutely am to be refunded the $310 their calls are recorded it says I would ask them to turn them ALL over as I was told yes it was their mistake and I am owed the $310 refund on every call but the last one they have decided now they arent sending my refund they are trying to say it never came out of my bank account when It very much did just like the other orders I all placed on the same night at different times.Business Response
Date: 01/28/2023
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.
I have checked with our online customer service team and understand your complaint has been resolved. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!
Best,
*************Initial Complaint
Date:01/19/2023
Type:Billing 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 am concerned that I have provided personal information to Temu in order to resolve an issue and no resolution has come from receiving my personal information. My account with them is still restricted and no one at the company is willing to provide any way forward. The advice is that I open another account with the same card information which, from experience I fear will cause my card to be further flagged. Also, I am not comfortable with this company keeping my personal information and not using it to resolve my problems currently being experienced.Business Response
Date: 01/26/2023
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 investigated this matter further and are unable to lift the restrictions due to suspicious activities that have violated our platform rules. This is to protect you in case you have been the victim as well. We apologize for the inconvenience caused. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!Best,
*************Initial Complaint
Date:01/18/2023
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.
The website says your first item from every 0rder is free to return. They delivered defective items, the clothes also look nothing like they do in the pictures of on the models, and they added on items i didnt want, or order I had deleted them from my cart. And half of the art supplies are broken I called today to start a return and the lady said, why would we let you return something for free everytime, as she was Laughing. I told her I was calling you and she just said ok. Ans they said i received 32 irtems, ir was onlyn24.Business Response
Date: 01/26/2023
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 the relevant team. Could you please check the email from ************************************** at your convenience?A detailed compensation plan has been provided to you for your confirmation. Thank you for your understanding. Don't hesitate to contact customer service if you have any questions.You can also reach me at ************************************ Thank you for supporting Temu!
Best,
*******************Initial Complaint
Date:01/16/2023
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.
Disorganized, Discombobulated and Unhelpful.Received a package in the mail for product I didn't order. Return address is from a person, not a company. Have no idea who this person is. No shipping receipt in order. Product was shipped by Temu. Looked up their company info, subsidiary for PDD Holdings, called the toll free number for support. **************** (CS) Rep could not pull up the order by **** or TEMU Tracking #. CS Rep kept trying to get my personal information instead of resolving the issue. Mentioned Resolution team and reached out. Possibly Tier 2 customer service support. No help and came back with wanting my personal information again. Asked to speak to supervisor. Was told he was in a meeting and couldn't be reached which is odd. Explained I wouldn't be giving any personal information. Note: Standard customer service has a Tier 1, 2, & 3. Tier one handles normal calls, Tier 2 is for request outside normal parameters. Also work as team leads (i.e. Supervisors). Tier 3 is Senior Reps or Subject Matter Experts (SME) who either developed the product, software applications (CRM database in this case) and can resolve the issue. ****** search on Return Street Address "**** ******************************************************" shows up as potential Scam location for **** (2018 to 2022, most recent entry 2 months ago. website - ******************************************************* ). Over 150 post on website. 2nd website shows over a 100 similar comments. ( ******************************************** ). Product being shipped that wasn't ordered. Operating company in US for PDD Holding is WhaleCo *** (No BBB info). May be their staff I dealt with. For an e-commerce site, they have poor support infrastructure. **** Tracking number is **** **** **** **** **** **** 71 TEMU No on outside shipping label BG-2301070EF9UY96L1 Requested resolution - send shipping label to take back product not ordered. Put name of company on shipping label. $435 check for my time.Business Response
Date: 01/24/2023
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.
According to the tracking number you provided, we checked and found this order was placed in temu and the delivery address is correct. Could you please reconfirm whether it is your family or friend who purchased it for you?Could you please reply my earlier email to you from ************************************ We are looking into this and are always here to help you. If you need anything else or have any other questions, You can reach me at *********************************** anytime.
Best,
*******************Customer Answer
Date: 01/25/2023
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,*****
As stated before. I did not order any of these items delivered to my house. I did receive an email from Temu address to an "*********". See below. My name is not *********. Do I need to state theyare giving the impression of being unorganized and uninformed? Issue has not be resolved. I have a package at my house I didn't order. I now hove three (3) hours of my time involved in this. As stated, send a return packaging slip and I'll send back the product sent to me in error. You can also reimburse me for my time. I get billed out at $198.00 an hour by my company. That equals out to $594.00 they can pay for my time and inconvenience. See message from Temu below.
Hello *********,
This is Candy from TEMU. I am trying to help with your comments of TEMU on BBB as below:
The details of this matter are as follows:
Complaint Involves:
Delivery Issues
Customers Statement of the Problem:
Disorganized, Discombobulated and Unhelpful. Received a package in the mail for product I didn't order. Return address is from a person, not a company. Have no idea who this person is. No shipping receipt in order. Product was shipped by Temu. Looked up their company info, subsidiary for PDD Holdings, called the toll free number for support. **************** (CS) Rep could not pull up the order by **** or TEMU Tracking #. CS Rep kept trying to get my personal information instead of resolving the issue. Mentioned Resolution team and reached out. Possibly Tier 2 customer service support. No help and came back with wanting my personal information again. Asked to speak to supervisor. Was told he was in a meeting and couldn't be reached which is odd. Explained I wouldn't be giving any personal information. Note: Standard customer service has a Tier 1, 2, & 3. Tier one handles normal calls, Tier 2 is for request outside normal parameters. Also work as team leads (i.e. Supervisors). Tier 3 is Senior Reps or Subject Matter Experts (SME) who either developed the product, software applications (CRM database in this case) and can resolve the issue. ****** search on Return Street Address ""**** ******************************************************"" shows up as potential Scam location for **** (2018 to 2022, most recent entry 2 months ago. website - ******************************************************* ). Over 150 post on website. 2nd website shows over a 100 similar comments. ( ******************************************** ). Product being shipped that wasn't ordered. Operating company in US for PDD Holding is WhaleCo *** (No BBB info). May be their staff I dealt with. For an e-commerce site, they have poor support infrastructure. **** Tracking number is **** **** **** **** **** **** 71 TEMU No on outside shipping label BG-2301070EF9UY96L1 Requested resolution - send shipping label to take back product not ordered. Put name of company on shipping label. $435 check for my time.
Desired Settlement:
Contact by the business
We are sorry for the inconvenience and we have confirmed that the order address information is correct, please reconfirm whether it is your family or friend who purchased it? If there is anything I can do to help, feel free to contact me.
Best wishes,
CandyBusiness Response
Date: 02/02/2023
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. I have checked with our customer service team and confirm that you don't need to return the package, please feel free to keep it.
If you need anything else or have any other questions, I'm here to help. You can reach me at ***************************************.
Best,
CandyCustomer Answer
Date: 02/07/2023
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 # ********. 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.]
Per my original request. I want this company to take back the package they sent to me in error. I don't want the package. Didn't ask for this to be mailed to me. Nor have I bought anything from this company. Take responsibility for your actions. I also want to be reimbursed for my time.
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:01/16/2023
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.
This is the **th time I've received a damaged item, and the company makes it nearly impossible to contact cs. Copy and paste:Hi! This The item has 3 large holes in it, with the seam at the back coming completely undone. I've already had to have someone print 2 other labels for me, I am disabled and cannot move around easily and have no access to printer. This is very difficult, I paid good money and because I am sent a defective ripped item I have to go and print a label and go to drop off when I was hospitalized for over 7 months and am recuperating? Please see 3 photos I sent above. Then I have to sit here and wait on this page to click keep waiting every 3 min or else be kicked off the queue?! Have been waiting for half an hour, and the queue position has only gone from #** to # 6!!and can't even do anything else on phone while waiting! Or anything else @ all because I have to keep watching this screen, this is RIDICULOUS! it's not consumer friendly and it's harrassment. It's still on # 6, it hasn't moved in 25 minutes!!Business Response
Date: 01/23/2023
Hello Shirin,
I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I have checked with our online customer service team and confirmed that your return package is currently in transit. After it arrives at our warehouse facilities and is processed, we will issue your refund. Please allow **** business days for your refund to appear back to your original payment method. If you chose to accept your refund as Temu credit, it will be available in your credit balance within 3 minutes. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!
Best,
*************Customer Answer
Date: 01/23/2023
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.
FAQI would readily accept , however, the item referenced by seller as being in transit is for a separate item altogether. I still have the defective item in my possession.
Ihave no access to a printer and am disabled, as such it is extremely difficult for me to move around and have to go to out to do returns.
Regards,Shirin
Business Response
Date: 02/01/2023
Hello Shirin,
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 tried to contact you but have not been able to reach you. Could you please check the email from *********************************** at your convenience? If you don't mind sending us more details about the defective item, we can help you resolve this issue as soon as possible. If you need anything else or have any other questions, I'm here to help. Thank you for supporting Temu!
Best,
*******************Initial Complaint
Date:01/15/2023
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 placed an order online to TEMU.COM they were listed on ********* I paid with my ***** The amount was ***** and some change. I placed this on 12/06/2022 I went to there "track 654" to check my order for delivery date. It stated my order was arriving from ***** and delivered on 1/07/2023 stated 33 days there also was a number that said SF600282435CT don't know what that means. I have spoken via phone as well as e-mail to them I was assured they would be able to locate or refund me. A "ticket" was put in for them to track. My account has vanished!!!!!Was there when I placed and paid!!! I told them that If i did not get my order or a refund I would report them. How can an account Vanish??? They have my name address phone number e-mail and **** that paid order and now it's vanished I want my refund or my order.********************************************************************* I ordered 1 pair socks (heavy ones) Light Blue sweatshirt with Bible verse on it and 2 more items I can't remember .I went here as merchandise was low costBusiness Response
Date: 01/23/2023
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.
According to the tracking number you provided, we checked and found this order was not placed in temu, it was placed on an illegal website. Could you help to provide a screenshot of your order list so that we can investigate further?Could you please reply our customer service or my earlier email to you from ************************************ We are looking into this and are always here to help you. If you need anything else or have any other questions, You can reach me at ***************************************.
Best,
*******************Customer Answer
Date: 01/23/2023
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,*****
Temu.com is NOT a BBB Accredited Business.
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