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
- 5,497 total complaints in the last 3 years.
- 2,237 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:12/22/2022
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.
On 12/02/22 I purchased items from Temu. (91 items: $141.74--Tracking #: 9205590324919100600968--Order ID:PO-211-02796800256630816--Expected delivery window-Dec 13-Dec 21) My order tracking last updated 12/07/22. *last tracking reported for my package* ***************************************** Shipping Partner ************** Awaiting Item December 7, 2022, 6:10 am The items are stocking stuffers for my family and with no tracking update, my conclusion was that the package would not arrive in time for Christmas. Just in case, I contacted the post office as well as Temu. The post office said they never received the package. **** apologized for the delay and said they would refund the order to my Temu account and that I could keep the items if they arrived. I immediately said that I didn't want Temu credit, to refund it to the original payment method. That is when the issues began. She (********) wouldn't respond and left the chat. Next was ****** who wouldn't say a word. I waited until the next day and tried again as no one would respond to me. I got someone named ****** who said they would forward it to their manager I told her I would like to speak to her manager and she left the chat. I was then given someone named ***** who told me she was sorry for the inconvenience and would try to help me the best she can. I thanked her and she then left the chat. Needless to say, ****'s customer service leaves a lot to be desired. I have informed them that I would also be reporting it to my credit card company, which I did and they asked that I try again to resolve the issue with Temu which is why I tried again the next day.I placed an additional order with Temu approximately 1 week later and received it with no problems. (Tracking #: 1Z144AW76603322655). I am disappointed that I will not receive my items in time and that **** is refusing a refund to my original payment method. I decided to report them because their customer service needs help and other consumers should be wary.Business Response
Date: 12/28/2022
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: 12/29/2022
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does currently satisfy my issues and/or concerns in reference to complaint #********. I reserve the right to address my concerns if there are any changes pertaining to this new development.
Regards,
T WInitial Complaint
Date:12/22/2022
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 my family's Christmas presents on December the 8th with the impression that they would be fully delivered to me no later than December 22nd with an estimated delivery date of between December the 16th and December 22nd. I also ordered two other packages that same day which have both been successfully tracked throughout this time frame and successfully delivered. When monitoring all three packages I noticed this one package mentioned above with only a tracking shipping label provided on December 13th and the entire order has not moved a single inch since. I have contacted the chat support numerous numerous times throughout the last couple of days and the screenshots are a slight indication of the horror that I'm experiencing. But a clear indication of the promise that eventually one day I will receive my package but until then I cannot ask for a refund but once and if it does come then I'm under no obligation to return it and they will issue a full refund of my purchase. We are 3 days away from Christmas I understand $112 isn't a whole lot to most people for Christmas but it is to me my grandkids have nothing to open on Christmas morning thanks to this company. 211-16638344 this is the shipping label. I've also contacted **** numerous times and to no avail they tell me the same thing I already know that a shipping label was created on December 13th and until the package comes they can't do anything I thought that's what **** was there for ... To investigate missing packages. Undelivered packages. To be fair this is the fifth total package that I've ordered but third in line and in the beginning I told everybody about this website complete strangers I was so impressed by the quality the fast shipping but if you have to do a customer service if you're ripped off it's a nightmare.Business Response
Date: 12/28/2022
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,
*************Initial Complaint
Date:12/21/2022
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 45 wireless earbuds for some kids Christmas gifts. All to arrive under Christmas guarantee promo. They approved and charged my credit card $465. Then 2 days later sent an email stating canceled order due to irregular activity. I believe it's because they can't meet my order in time they guaranteed. ***************** no help. I'm having to go another route on order. Please do not let this company keep doing business. They are deceitful, dishonest, and make promises they can't meet.Business Response
Date: 12/27/2022
Hello ****, thank you for reaching out and we are sorry that you are experiencing difficulties with your order. 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 detected unusual purchasing activities on your account. To protect you, we have temporarily placed your order on hold. We have investigated the case and have already released the hold. Please place the order again. If you encounter similar issues in the future, please press the Appeal button in your order page. Customer satisfaction is the most important to us and we are constantly working to improve our service quality. 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:12/20/2022
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.
On November 30th, ************************* the amount of ******. On December 6th, 2022 **** in ********** created a pre shipment label, waiting for the order to arrive. Today is December 20th 2022, and **** still had not received this order. I have continued to reach out to ********************* daily, however, they are blocking my messages from sending after sending me the same message saying We have already forwarded your case to our supervisor for further assistance. We still target to get back to you as soon as possible. Would this be fine with you? We greatly appreciate your patience!. They have not offered any refund, no apology, nothing. I requested a refund, they declined. I requested they ship the items out again since they lost them, they declined.Business Response
Date: 12/27/2022
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. 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: 12/27/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I have not received any refund, nor have I received the products.
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: 01/03/2023
Hello ******,
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.Initial Complaint
Date:12/20/2022
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.
I bought a bunch of things on the 24th of November, my package was supposed to be here on December 11th no package I contacted these people they asked me to wait until the 13th I did nothing , my tracking number is not been updated since the 9th . No one knows where my package is I keep explaining to them I need a refund. I try to contact through chat and they keep saying wait 24/48 hours and that has been over 10 days ago . My refund should be ****** please I need your help , the package is not coming before Christmas like I needed it to do I done everything in my Power to get my refund as contacting them at the chat, 800 number, ***************** and everything please I need my refund I can't wait anymore. Thank you ***************************************Business Response
Date: 12/27/2022
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 am sorry for your experience. I have checked with our online customer service team and understand your complaint has been resolved. We have processed the refund for you. 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:12/19/2022
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 a $94.00 order on December 1st. According to their own tracking, the order was sent to the warehouse and is still sitting there. I have begged and pleaded. I have been nice. I have been hateful. I have begged. I have contacted them daily. They are now ignoring my comments although at one point they was going to pay me $20.00 to wait a few more days. I am beginning to think this is a scam company and I am just out of $94.00 and probably need to go finish my shopping that I depended on gifts from Temu for.Business Response
Date: 12/27/2022
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 checked your order and found that your order was delivered at 2:30 pm on December 23, 2022. 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 shopping at Temu!
Best,
*************Customer Answer
Date: 12/27/2022
[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:12/19/2022
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.
Ive spent $33.40 on Christmas gifts for my family using the app. Tracking stopped updating on December 13th and today is December 19th. Company claims they will reach out within 48 hours, but it has been well over 72 with no response in sight. I only get automated responses with customer service. *** asked for a refund on my order so I can go buy the items at a different store before Christmas. They will not respond to that inquiry.Business Response
Date: 12/26/2022
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 am sorry for your experience. I have checked with our online customer service team and understand your complaint has been resolved. We have processed the refund for you. 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:12/18/2022
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.
Order time: Dec 11, 2022, 12:24 pm Order ID : ************************ Item(s) total: $93.64 Shipping: FREE Sales tax: $6.33 Order total: $99.97 Within a few hours this company canceled my order and with no explanation why. Then they show on their site that they refunded my money back on the 12th. Today is the 18th and still no refund in my bank. I have reached out to them several times and they just keep saying wait till tomorrow and they will give me an ARN to locate my refund. At this point I dont think they have any intentions of refunding my money.Initial Complaint
Date:12/18/2022
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.
december 4th, 2022 i placed an order online with TEMU.com. i placed an order totally $86.54. on december 12, i recieved my order and my shoes were missing. i contacted customer service right away where they sent me a form to get a refund but it kept glitching, which i informed them of to resend it. they then told me theyd contact me in 24 hours. well since then they keep telling me theyll send my issue to a supervisor but nothings been done and i havent been contacted. i just want them to resend my shoes. they were a christmas present for my son, and if they were to resend them or refund them the 12th when i saw the issue and addressed it, they would be here by christmas. now they will not because theyre ignoring my concern. its now the 18th and they keep telling me theyll contact me back in 24 hours. completely awful.Business Response
Date: 12/24/2022
Hello Jasmine,
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 your order and found that your refund has been processed. Our customer service team has also informed you about the refund through online chat. You can place a new order of the items you need.
If you need anything or have any questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!
Best,
*************Customer Answer
Date: 12/26/2022
[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:12/17/2022
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 placed an order via Temu app on Dec 3, the last update was a shipping label created on a Dec 4. After that no more updates. And I never get my order. I contacted them it was always robot customer support. My problem was never solved.Business Response
Date: 12/24/2022
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 your order and found that your refund request has been processed. Our customer service team has also informed you about the refund through online chat. Please allow **** business days (depending on your financial institution) for refunds to appear back to your original payment method.
If you need anything or have any questions, I'm here to help. You can reach me at joy.***@temu.com. Thank you for shopping at Temu!
Best,
*************
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