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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
- 5,502 total complaints in the last 3 years.
- 2,231 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:01/09/2023
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 used a coupon that stated if I spend 40 I get 25 off once my items was shipped. My items have been shipped but they haven't given me my money back yetBusiness Response
Date: 01/17/2023
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.
I have checked on your order, The actual spending on the total 6 items is $21.99, while the minimum spending to apply the $25-off coupon is $40. Unfortunately, you aren't eligible to use this coupon on this order. I hope this provides some clarification. If you need anything else or have any other questions, I'm here to help. You can reach me at ********************************* Thank you for supporting Temu!
Best,
*************Initial Complaint
Date:01/09/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The item was never received the PlayStation 5 console they issued a refund for the two other items I received after multiple attempts they refuse to chat keep me waiting with no resolution they refuse to give me a refund for the PlayStation 5 that shows as delivered which is no where to be found 767.99$ in order number PO-211-*****************. My email address is ************************Business Response
Date: 01/16/2023
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:01/07/2023
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 have placed order=PO-211-13558295347832435 on 12/30/22,was lured in by advertised $20.00 "earning" coupon if I spent $100.00, saved screenshot of my purchase document is uploaded in supporting documents attached, which clearly includes on top left corner and lower left area that I am eligible for $20.00, and that the coupon will be issued when order will be shipped, shipping date was 1/2/23, ************ number **********************, which is supposed to arrive between 1/7-1/12. I have communicated with customer service representatives,one hour each time daily,since 1/3/23,*********************,***,****,*****,*****,*******, etc to redeem my coupon.All verifiable on TEMU chat site, unfortunately I don't have any documentations about the call with ****** on 1/5/23 ,who first said you will get it 24h after shipment,then said 48h and when I mentioned that it was shipped 3 days ago,she told me you will get it upon delivery and hang up .The chats are useful for documentation,but having 24/7 support of "untrained staff " is very poor customer service. Now after multiple attempts, they are informing me that my purchase did not qualify for that coupon (original purchase price of $101.77 BEFORE taxes) because they credited my account $5.00 from a previous delivery delay.If you give $5.00 credit for TEMU's late delivery and then withdraw my $20.00 "earning" coupon for not reaching $100.00 minimum purchase,it is called " STEALING".Verify what the screenshot says, if there is any discrepancies,the explanation is maybe one item elimination between my click on purchase and TEMU's receipt, regardless this is TEMU's issue, I have sent TEMU enough documentation to prove that I have legally, officially "earned" that $20.00, all they need to do is to acknowledge the glitch in their computer system, issue my $20.00 earning, and keep me as a loyal customer who has spent >$1000 since October 2022.This issue is NOT about $20.00 earning redemption,it is about "principals and responsibilities" .Business Response
Date: 01/14/2023
Hello ******,
I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
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:01/06/2023
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.
Company is saying they delivered my package. They sent me someone elses order and not mine. I am trying to receive help with customer service so I can either receive my items or get refunded. They tell me they will look in to it and then they do not respond on the 24/7 chat line and will do nothing to fix their mistakeBusiness Response
Date: 01/14/2023
Hello ******,
I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
We have checked with internal team and confirm that we have processed the refund for the missing items for you. Please allow **** business days for refunds to appear back to your original payment method. Timing varies depending on your financial institution and can take up to 30 days. We apologize for the experience you had. 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:01/06/2023
Type:Product 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.
Order #***************** was placed on 12/24/22. The order was split in two shipments both via **** tracking # ********************** (arrived 1/3/23) & #********************** (1/4/23). I need to submit a return/refund request for this order. However ****'s system is having some kind of bug or limitation so it won't allow me to select the return items from both shipments at the same time. I need to do one return/refund request per shipment but not per purchase order. So Temu would charge me $7.99 shipping charge for the items on the second shipment. I would like to return items on the same order all together to avoid the shipping charge for their policy allows one free return per order. So I called for help, the customer service just pushed me to live chat. There were at least three live agents, but they can't answer my question or provide any assistance. They just kept asking the same question - what 's your order number and keep repeating their return policy. And they switched without communicating each other. I also emailed them but there is no response of course.I suggested to one of live agent ******, due to their system limitation, I can only submit two return/refund requests for the same order. They can issue a shipping charge refund of $7.99. But no one responded. It's been most frustrating customer service experience I've ever had, no matter with their phone service, live chat or email.I submitted one request already but I think that I can still recall it. I need Temu to provide a solution due to their system restriction and also improve their poor customer service quality. After they respond to this case, I will submit all return/refund request related to the order #*****************.Initial Complaint
Date:01/06/2023
Type:Product 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.
Date of transaction is 1/6/2023.This is fraudulent advertising. I tried to process a transaction, it would not process. This company just want to get your personal information. My transaction was $60.00 *********** phone number is only advertisement.Business Response
Date: 01/14/2023
Hello *******,
I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I have checked with our internal team and confirm that you have not completed the ordering process and nothing has been charged. Please try to place an order again. If you still have difficulties processing the transaction after submitting your order, I'm here to help. You can reach me at joy.***@temu.com. Thank you for supporting Temu!
Best,
*************Customer Answer
Date: 01/21/2023
[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:01/05/2023
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.
This business has STOLEN OVER $1000 FROM ME. Their customer service department is USELESS AND JUST SPEWS OUT THE SAME PARAGRAPHS **** AND OVER WASTING TIME SO THEY CAN JUST STEAL YOUR MONEY.So, on to what happened, I ordered an **** worth $300, that was marked as delivered but I haven't received it. And I've returned items worth $802 and $509, both of which they ACKNOWLEDGE RECEIVING, YET REFUSE TO REFUND ME FOR. To top it off, they've banned me from buying from them, as if I would anyway. BBB, please help me, I'm out over $1000, I want a check mailed to me, a refund, or even just items worth my lost $1600, just something to recoup my money. It's hard nowadays.Business Response
Date: 01/12/2023
Hello Renny,
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 apologize for your experience encountered. We have checked with internal team and confirm that we have already informed to PayPal to refund you the 2 orders you indicated. Please allow PayPal some time to refund you the amount. In the meantime, if there is anything we can help you, please contact me anytime at ********************************* Thank you for supporting Temu!
Best,Joy
Initial Complaint
Date:01/05/2023
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 transaction was made by an individual who stole our debit card and made an online order on temu.com for $111.04. We filed police report so the police can contact Temu and get the details of the order and get the address of this individual as this has been proven a theft by this individual. Temu is refusing to give the identity of this person without a search warrant. It makes no sense when a person is proven to have stolen the debit card and made the purchase and temu to obstruct the identification of this criminal under user protection when a law enforcement is asking to help catch this person who performed fraudulent transaction. They are not being socially responsible when the crime is proven and they are protecting the criminal. They have no problem selling addresses and phone number and emails to other businesses but when it comes to helping catch a thief they have rules and policies to follow. They dont have real person in customer support who actually can help. Consumer is not protected against criminal activities happening on their websites and applications. Their only resolution is to give refund and let the criminal to continue find other victims to steal from and keep doing their fraudulent activities on temu.com. Because they know they are protected by this shameful company who is only interested in making profits.Business Response
Date: 01/12/2023
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 your suggestions.we sincerely apologize for any inconvenience caused. Please understand that Temu does take a cautious approach on record disclosure relating to customers' personal information and will not disclose any such records unless required by law, but we do value your advice and are willing to further assist you.
Temu develops an internal system with standard steps to review all requests on producing records, and we explain how we respond to such requests, how to contact the corresponding team to deal with your requests, and our requirement on a valid and binding legal process in our Guidelines for Law Enforcement (******************************************************************)
If you believe you are a victim of theft or under other circumstances that need Temu's support on records, please report this matter to your local governmental entities such as police and ask them to contact Temu directly. Our legal team and customer service will do our best to assist their investigations.
Thank you for your understanding.
Sincerely,
*************Initial Complaint
Date:01/03/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
JANUARY 1, 2023 THE ***** I REQUESTED WERE OUT-OF-STOCK, BUT CAME IN. I ORDERED OTHER ***** AND TRIED TO RECEIVE AN $8 CREDIT FOR A $25 PURCHASE WHICH I HAD SEEN AS A POP-UP IN MY CHART. I WAS DENIED BECAUSE IT HAD EXPIRED. I SPOKE TO CHAT *****S AND CALLED **************. THE LIVE AGENT ASSURED ME HE WOULD SEND A REPORT DEMAND TO A MANAGER AND I WOULD BE GETTING THE $8. DIDN'T HAPPEN. MY COMPLAINT IS BECAUSE THE ***** I WANTED WERE OUT OF STOCK, I MISSED THE OFFER. IT HAD EXPIRED. I THINK I SHOULD BE ABLE TO GET THE CREDIT. IT'S IMPORTANT TO NOTE, THE ***** WOULD APPLY $8 AFTER I PURCHASED THE ***** PENDING IN MY ACCOUNT. THAT MEANS TEMU WOULD GET ANOTHER PURCHASE OUT OF ME. NOT GOOD CUSTOMER SERVICE. IF **** WANTS TO BE RESPECTED IN THE INDUSTRY, IT NEEDS TO BE GENEROUS AND UNDERSTANDING.Business Response
Date: 01/10/2023
Hello ******,
I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I have checked with our online customer service team and confirm that we have issued $8 credits to your Temu account. Please check your temu credit account balance at your convenience. If you need anything else or have any other questions, please feel free to contact our customer service at help@**********************. Thank you for supporting Temu!
Best,
*************Customer Answer
Date: 01/10/2023
[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:01/02/2023
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on this website yesterday, 12/22. My bank account has been charged $27.83 but I have not received an order confirmation and it is not in my account info on the Temu website. I have called customer service and they tell me they don't have that email in their records. I placed an order on Dec 2 and received confirmation with no issues. I have been sitting on the "chat live" line for almost an hour now and no one is resolving this issue. I want them to refund this charge since they have no record or acknowledgement of my existence. I have the previous order and email to prove they have my correct information.Business Response
Date: 01/10/2023
Hello *******,
I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I have checked with our customer service team and understand your order has been successfully delivered. If you need anything else or have any other questions, please feel free to contact our customer service at help@**********************. Thank you for supporting Temu!
Best,
*************Customer Answer
Date: 01/10/2023
Better Business Bureau:
Yes, order has been received. Please see attached communication to the Temu company regarding this order.
Regards,
*************************
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