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
- 5,502 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:01/02/2023
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 went to check on my bank account and noticed 2 transactions from Temu.com, one for $69.44 and the other was $34.72 on January 1, 2023. I did not make any purchases from this company and would like a refund. I believe I have been hacked and will be contacting the bank next to get a new debit card.Business Response
Date: 01/08/2023
Hello Trenton,
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. We have processed the refund 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 and we have passed your feedback to our internally team to keep improving our service to our customers. If you need anything else or have any other questions, I'm here to help. You can reach me at ***********************************.
Best,
*************Initial Complaint
Date:01/01/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on December first 2022. After 3 and 1/2 Weeks of the tracking number showing the item had not been shipped out. It started showing movement. On December 23rd it showed that the packages were delivered however to the wrong address. After speaking with the ************* postal service they stated that the packages have been returned to the shipper at their request. I spoke with a total of eight different employees at the company. My order total was $131. On December 27th it was stated to me that the company would refund my money via in-store credit to use on their app and replace the items that they did not ship. After speaking to a representative with a major language barrier, I was informed not to worry multiple times. That he understood the refund had to be a credit for their app due to the fact that the card that I used to purchase the order was a virtual card that did not accept refunds. When I did not receive the credit, I contacted multiple supervisors including their billing department. It was informed to me that the credit was refunded onto the card and that it was a cash app card. I do not even have cash app nor have I ever. I contacted my card company provider and they informed me that they did see the credit however it would not be applied because the company had denied the actual credit from being processed and that cards using the virtual card option, cannot receive credits I made contact with the company multiple times. On numerous occasions they lied telling me that they would reimburse my money as a credit on there app. It is now a month later they still have not given me the refund or in store credit and keep sending me a standardized email stating not to worry the credit has been placed. After leaving comments on their ******** page I have been contacted by over 50 people stating they have done the same thing to them and they have never received their money or a credit of any kind back.Business Response
Date: 01/08/2023
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 refunded you with the *** number shared with you by our customer support representative. Please contact your financial institution and quote the *** number given. 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,
*************Customer Answer
Date: 01/09/2023
This is a lie. I have spoken with numerous of your employees with the online chat feature as well as on the telephone. You were not able to place a refund back onto the card because the card that was used was what is called a virtual card. As your notes reflect because your representative last spoken to, went into great detail explaining to your department that you cannot put a refund back onto a *********** virtual card. I have been in contact with the financial institution they had stated to me as I told your representatives many times. The refund was denied on their part because you are not able to place a credit on to a virtual card. Just so you are clear, a virtual card is when you do not feel safe giving your real card number on the Internet or over the phone. The *********** app allows you to activate what's called a virtual card. After that card number is used for a purchase the money is taken out of your savings or checking account and the card number is cleared out. your last representative that I spoke with stated that they seen where the refund had been denied from ************ They have also stated multiple times that the refund would be issued via a credit that I could use on your app to replace the items that your company defrauded from me. I do not accept this "resolution.". As with many other complaints that people have issued against your company with the better Business bureau, your company is without a question defrauding customers. I have read multiple comments of customers where this exact same thing has happened and you get away with stealing their money. Let Me be clear, You Will the fill what was stated to me. If you do not, I will be forced to file a civil suit. I do not allow people to steal my money that I work very hard for.
Have a wonderful day
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,******
Business 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.
We have contacted your bank and have been informed that the 2 refunds have been successful. We suggest you confirm with the bank as well with the *** number we have provided. 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,
*************Customer Answer
Date: 01/17/2023
TEMU is lying once again. They have not contracted my financial institution and verified any such thing. I spoke with them this morning and they stated that anytime somebody calls in and information given they make a documentation of that in the record. They state that they have not actually called not even once. They are also stating that the refund was put on to a cash app. I do not even have or never have owned a cash app. The cards that were used were virtual cards from ************ After reviewing multiple other people's complaints I noticed that this is the same thing they have said to multiple other people that they have scammed and caused this same issue with. They have gotten away with it in the past and I am begging you, don't let them again. They are defrauding their customers on a daily basis. Their ******** page also States that. Multiple people have commented that they have lied about refunds being placed. The only resolution that I will accept is either a check being mailed to me for both of the refunds or a credit to be applied onto my team account in the sum of the totals for both orders. I will not allow them to defraud me. I work too hard for my money and support children on my own. They literally ruined Christmas for us this year by stealing from me, lying to me about packages being shipped out and then lying about the refund. Let me state it very clearly, no refund was ever issued by this company to me. They are also, aware that they are lying. I have spoken to Representatives on the phone that stated to me that this happens all the time and that the resolution is never reached. One of the representatives actually stated to me that the better Business bureau is a joke. They stated that they do not actually follow up and that they almost always accept whatever they say.
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,******
Business Response
Date: 02/09/2023
Hello ******,
I am ******************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
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,
CandyInitial Complaint
Date:12/31/2022
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.
Ordered on Temu app. 12-26-22. Received an email basically calling me a scammer and had to verify with photos, my address, credit card, etc. I did this.Didnt see any order processing. I emailed many times, heard once from a ****. Hasnt responded since. Said I won my appeal (I didnt know I was a criminal convict who needed an appeal). Where is my order? Where is my order at the SAME PRICE? Its nowhere.Talked to incompetent workers at their toll free number and was hung up on. I want to talk to someone I can understand.No order. And now they have MY PERSONAL INFORMATION.Im beginning to think MA is a safe harbor for scamming companies. Look at Wayfair. Same type of scammers.Business Response
Date: 01/07/2023
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 are sorry that you are having trouble placing your order. We have looked into your case and the restriction on your account has been lifted. You can now place your order on Temu! Our system temporarily froze the account, canceled and refunded your order to protect your account safety because unusual activities were detected. Customer satisfaction is our number one priority and we are constantly working to improve our service quality. If you have any additional questions or concerns, please feel free to contact our customer service at help@**********************. Thank you for supporting Temu!
Best,
*************Customer Answer
Date: 01/07/2023
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.]
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:12/29/2022
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 have been trying to speak to Temu in regards to an order that was fraudulently made on my Temu account and trying to request a refund to my financial institution immediately as I made a very stupid decision to hook my PayPal account to my Temu account which then made check out fast and easy well a order was placed on my Temu that has my name on it and a different address and they keep telling me to wait for the goods to arrive but I reply with what good does this do for me like I wont be receiving them to like ship it back for a refund so why would I wait for the goods to be delivered I just want my ****** Ive spoke to so many people in the chat its unreal Ive been lied to told by 4 people they are getting the supervisor then if I actually did get a supervisor they claim to send it to escalations to be handled in ***** hrs and then one claimed they fwd to the head office and some say again I am going to get my supervisor but leaving this chat open so when I reply back to see whats going on I get a new person who then all of a sudden know nothing about this want to know what order and feeds me the run around literally they dont have a fraud department they dont have good and effective customer service they have no morals as a company how they can provide a service that allows your financial institution to be linked to Temu for payment and then have absolutely no department for a customer to take exchange their concerns for a resolution and after making 2 phone calls and being lied to about how they want to handle it and that they are going to refund it and me following up and finding out its a lie Im now sticking to the chat version only so I can have visual proof of this due to the **** poor customer services and this last chat I was in they finally asked me my address I gave it Then asked for my phone# and I said Im sorry but no you cant have my number you can reach me via chat as I will have proof if Im lied to again cause I was filing this w bbbBusiness Response
Date: 01/05/2023
Hello *******,
I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
We have checked with **** and understand your order has been successlly delivered and accepted on Jan 4. If you need anything else or have any other questions, please feel free to contact our customer service at ****************************** Thank you for supporting Temu!
Best,
*************Customer Answer
Date: 01/05/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Dear Temu the last report I submitted you lied with the information you provided as a reply to my first complaint as I was not referring to the order you were providing information on im referencing a order that I had to file a dispute on with my bank to talking ****** you have continuously lied to me and said that you refunded me then you said my bank d bows my refund then you said you were talking to a PayPal referee then you said that if I close ky dispute you would refund me you leave your chats open so then if your not providing the proper customer service the customer cant even start over with someone new it literally just goes to the next person on the next shift and they can continue to lie and provide false information as I have not been refunded my ****** Im going to provide screen shots of my bank telling me that Temu has not responded to PayPal in order to resolve this issue and get my ****** back into my PayPal account so Im not sure how you can factually say your (Temu) working with a PayPal referee I noticed a purchase on 12/23/22 for a order I already camceled and got a refund for and the address was not my address it was being shipped to so when I noticed this on 12/26/22 I contact Temu and told them this they were not able to help me wanted me to wait til the goods were delivered I tried to tell every person it wasnt even coming to my address so then when I noticed the day it was delivered I then reached back out saying look it shows delivered and as I said it didnt come to me so can you refund me and thats when the lies start they said yea they would refund me and then still to this day 1/5/23 Ive not been refunded this order is the exact same as the order I canceled and got my money back on but the order was going to a different address then mine so I finally did contact PayPal to tell them and started a dispute as that should not affect Temu refunding me but as Temu doesnt want to take respresponsibility and refund
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.
We have contacted PayPal and PayPal has approved the refund for you. Please wait for PayPal to process the refund. It may take **** business days. If you need anything else or have any other questions, please feel free to contact our customer service at ****************************** Thank you for supporting Temu!
Best,
*************Customer Answer
Date: 01/12/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
Date:12/29/2022
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 items on Dec 15 2022 for Christmas. Delivery date was Dec 19th 2022 after I placed the order they changed the delivery date to the 19th- 28th. Today is Dec 29th there has been no tracking info updated. They will not refund my money or find my package.i was told its not there job. I feel like they just stole my money.Business Response
Date: 01/05/2023
Hello ********,
I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
We have checked with **** and understand your order has been successlly delivered on Dec 31. We have issued a $5 credit to your temu account for late delivery. 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,
*************Initial Complaint
Date:12/28/2022
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.
My problem was I got a refund for order that never showed up so I had file PayPal dispute in order to get my refund because this company kept saying it was delivered but I never got it I finally got refund on PayPal but not my credits they are stealing from paying customers and refuse to give you your credits for missing itemsBusiness Response
Date: 01/05/2023
Hello *******,
I am ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
We have checked with *** and understand your order has been successlly delivered. 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,
*************Initial Complaint
Date:12/28/2022
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.
First time purchase. December 15th. Received products. Two of three defective. Been trying for three weeks now to get a resolution. All I asked for was a replacement. When it was too late for Christmas, I asked for a refund (I'd be MORE than happy to send this stuff back). I have fought with customer service every single day since. Each time they ask me to be patient and they would respond within 24 hours. NOTHING. I'm done.Business Response
Date: 01/02/2023
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.
I have checked with our online customer service team and understand your complaint has been resolved. We have processed the refund 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. If you need anything else or have any other questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for supporting Temu!
Best,
*************Customer Answer
Date: 01/03/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
F StandeferInitial Complaint
Date:12/26/2022
Type:Customer Service 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.
TEMU keep asking me to pay the return shipping fee $7.99 for one missing item and a few broken items.I have talked to their custom service online, but they didn't give me any evidence or refer code. The custom service said they will refund the shipping fee after they receive the return items without any refer code. I cannot trust this conversation with them. The TEMU system is broken since the return is for each package instead of each order. TEMU order will have a few packages. TEMU system can NOT allow return items from different packages into a single return label.Business Response
Date: 01/02/2023
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.
I have checked with our online customer service team and understand your complaint has been resolved. We have processed the refund 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 and we have passed your feedback to our internally team to keep improving our service to our customers. If you need anything else or have any other questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for supporting Temu!
Best,
*************Initial Complaint
Date:12/26/2022
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.
Received an email from login.gov (Social Security) saying that someone tried to change my password. The ** address was Temu in ******, *************. My ****** account was also compromised by the same **. My husbands crop to account was also compromised so we pulled all of our money out. These people need to be investigated!Business Response
Date: 01/02/2023
Hello *********, thank you for reporting this incident and we are sorry about your experience. We take our customers' privacy and data security very seriously and have compliance systems in place to protect them from internet-related crimes. If you believe you are a victim of an internet-related crime, we recommend that you file a complaint with your local ********** so they can investigate and forward it to appropriate law enforcement. We will also investigate internally and report to them if we uncover anything suspicious. Could you please provide us with the ** address that was used to try to login to your accounts? Please email me at joy.***@temu.com or [email protected] so that we can help you find a resolution as soon as possible. You may also find more information about our privacy policy here: *****************************************************************.
Thank you.
Joy
Initial Complaint
Date:12/26/2022
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.
On 12/15 I placed order with Temu on Dec 16th I received notification from Temu that my order shipped with **** and they provided a track # for ***** Then @ 12/19 temu website switched to say my packages were being consolidated, which I know doesnt happen after items actually shipped. So I called temu they claimed they was being consolidated at a partner facility, which I still questioned but they claimed factual. That info about consolidating packages disappeared after a few days but still No package still so today I looked back at Temu website and AGAIN for 2nd time talks about consolidating packages so I called temu back again, because again shippers DONT consolidate packages. This time I spoke 6 different people including 3 different supervisors and all provided different answers, one went as far as to say the consolidating packages messages is a Virus on my phone and that it wasnt really happening! The last supervisor ********** spoke with finally told the truth and it is THEY STILL HAVE MY STUFF AT THEIR FACILITY AND THEY ARE CONSOLIDATING which is crazy since they claimed they shipped 12/16.once the truth stated I demanded refund and the supervisor asked if I was recording the call to have proof of what he said! He refused to give refund and laughed at the situation as we were hanging up. This company is a Fraudulent Scam and nothing elseBusiness Response
Date: 01/02/2023
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.
Your order has been fully refunded. 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. If you need anything else or have any other questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for supporting Temu!
Best,
*************
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