Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Temu.com

  31 Saint James Ave Ste 355 Boston, MA 02116-4101

• 

  Temu.com

  101 Arch St Boston, MA 02110-1130

The 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:05/06/2025

  Type:Delivery Issues
  Status:

  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.

  This company was delivering package for temu.com and was scheduled for 05-12-2025, on 5-4-2025 received email that an attempt was made to deliver package but failed, I have no control of who delivers. But deliver driver intentionally and deliberately made no attempt to deliver package or make contact with me. I have accurate deliver instructions on order. The driver would had to make verbal contact with me. This is not the first time this happened. And took several weeks for me to get refund.

  Business Response

  Date: 05/14/2025

  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 feedback and we are sorry for the inconvenience this may have caused. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on May 5.
  
  You can track the shipping status and see the delivery date directly in the Temu app or on Temu.com. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive a $5 credit (for standard shipping) or $13 credit (for express shipping) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************).
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 05/14/2025

  [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:05/06/2025

  Type:Product Issues
  Status:

  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 April 14th I placed an order on the fraudulent and theiving app called Temu! Order number is PO-211-*****************. I spent a total of $506.69. This order was divided into 2 packages. I received a refund of $21.13 for the 1st package that contained 4 items, but Temu refused to refund me the remaining of $485.56 for the 2nd package that has over 70+ items.I made MULTIPLE attempts to get a refund because I received BROKEN, DIRTY UNDERWEAR, DAMAGED item,s, and to make matters worse, MISSING ITEMS! Temu told me to return those items but I told them multiple times that *** refuses to return or handle such items due to SAFETY HAZARD! The *** store knowingly REFUSED to accept the return of DIRTY UNDERWEAR and BROKEN/HAZARD items! Temu doesnt have any shame for sending me used and dirty items! That is literally a lawsuit I can file for ENDANGERMENT and so much more! I can even file a health department claim! Temu agents claimed theyve escalated my complaints but yet they keep denying my refunds requests! This has been an ongoing issue for over a week now! I sent Temu PROOF of the broken and dirty items but yet they still dont want to accept accountability! On the other hand I sent Temu the amount of items that were missing! Temu made a false claim that they verified the items were sent in the package.. THEN WHERE IS IT ????!!!!!!!???!!!!! I dont know what is Temu problem that they simply wont accept accountability! Temu denied my refund request for the missing items! YOU CANNOT CHARGE ME FOR ITEMS I DIDNT RECEIVE!!!!! THAT IS FRAUD AND THEFT!Im so sick and tired of Temu and their useless and incompetent agents! Theyve done NOTHING to help me! Its a constant circle, constant run around and empty promises!I have proof of the damages and dirty items! I have chat screenshots if needed.Temu this is a final warning. GIVE ME MY FULL REFUND !!!! YOU GAVE ME BROKEN, DIRTY ITEM, AND MISSING ITEMS!YOU ARE COMMITTING FRAUD AND THEFT ! REFUND ME NOW !!!

  Business Response

  Date: 05/13/2025

  Hello ********,
  
  I am Gracefrom 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 feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that there are no missing items in the package. 
  
  To further assist you, our customer service department has emailed you on May 7 and proposed a partial refund solution or return and refund solution. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  Grace

  Customer Answer

  Date: 05/13/2025

  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 ARE A LIAR! I PROVIDED PROOF OF THE MISSING ITEMS! I SENT PICTURE PROOF THAT I ALSO RECEIVED WRONG ITEMS! IT MAKES NO SENSE TO OFFER A PARTIAL REFUND BUT NOT A FULL REFUND! FOR YOU TO OFFER A PARTIAL REFUND SHOWS THAT YOU ARE ADMITTING PARTIAL GUILT BUT NOT ALL THE ****** THAT MAKES ABSOLUTELY NO SENSE AT ALL!

  YOU ARE A FRAUDULENT AND THIEVING COMPANY! I WANT A FULL REFUND! THIS IS THEFT AND FRAUD!
  
  
  Regards,

  ********

   

   

  Business Response

  Date: 05/21/2025

  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 feedback, and we sincerely apologize for any inconvenience this may have caused. After a detailed investigation, we have confirmed that there are no missing items in the package. To assist you further, we are currently offering solutions of either a partial refund or return and refund.
  
  If you wish to receive a full refund, we kindly request that you send the items back to us. Once we receive the returned package and complete our quality inspection, we will process your refund. Thank you for your understanding.
  
  Our customer service department has also offered you an explanation through an email ticket on May 20. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:05/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding my missing order #**PO-211-06023982188072863**. The order was marked as delivered, but I **never received it**. Upon contacting your support team, I was provided with a delivery photo that clearly shows the package was left at the **wrong address** not mine.I have explained this to your team multiple times and have yet to receive any resolution. Despite presenting clear evidence that the item was not delivered to my home, there has been no progress or acknowledgment of the issue beyond the same generic responses.This situation is extremely frustrating and unacceptable. I am requesting an **immediate full refund** for the missing order, as I did not receive the items I paid for.Please treat this matter with urgency. I expect a response and resolution within 48 hours.

  Business Response

  Date: 05/13/2025

  Hello Will,
  
  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 feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  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.

  Ordered 5 cups on April 26, 2025.Received a package on May 3, 2025 with only 2 cups inside. Temu refused to ship the missing three cups or refund my money for the missing items, even after I provided them photographs that the package only had two cups inside.

  Business Response

  Date: 05/14/2025

  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 feedback. We apologize for any inconvenience this may have caused.
  
  Upon checking, our customer service team has been working diligently with the merchant to thoroughly investigate and verify the matter. This comprehensive process requires some time to ensure that we provide you with accurate and reliable information. Our customer service department has been following up on this issue, and they will provide you with feedback as soon as they have an update. Please pay close attention to your inbox and await the resolution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 05/15/2025

  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. 
  

  I would like to add that the business did not refund my original payment method, but instead chose to give me credit only after again, stating they verified with their merchant and all items had been shipped. As you can see from my previously posted photos, all items were not shipped. In fact, in one of the photos, it shows the unopened package which clearly only had room for two of the 5 cups in there. While I wish they wouldve refunded my original payment method, I will go ahead and accept the store credit. 
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  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 April 26th, 2025. The order never shipped. Only the label was created. I have been in contact with their so called customer service requesting proof of the order shipping since they continue to tell me it shipped. I haven't received proof of it shipping so I requested the credit back to my Temu account. I have spoken to multiple "people" requesting this info and my refund. Not a single person has helped me. They continue telling me they're looking into the issue. Here we are a week later and still no help. I literally had to place another order with another temu seller for the same items because I really needed them. I continue getting the same answer. "Were looking into this. I've escalated this." Nothing is being done. I have messaged them since Friday May 2nd and continue getting nowhere.

  Business Response

  Date: 05/13/2025

  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 feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been refunded to your Credit balance on May 6. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. 
  
  Our customer service department has also offered you an explanation through an email ticket on May 8. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  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 is using strange email and strange phone-number on my account

  Business Response

  Date: 05/12/2025

  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 feedback and we are sorry for the inconvenience this may have caused. We understand that you wish to close your account. Upon checking our records, our customer service department has already contacted you via email ticket ****************. They have inquired about which specific account you would like to close and are currently awaiting your response. Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  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.

  Hello, bought this TV stand from Temu and it was saying that it would take up to 90 inches TV and after wasting 3 hours of assembling this item it did even take my 65 inches TV plus very bad material, paint is horrible. we contacted their customer service and they open ticket # After-Sales issue - Ticket ******************* and they asked us to return this item. I told them that I need *** to pick up the item since its over size to my car and super heavy for me which they denied (I am not sure why) Also their seller offered a partial refund then they denied. I need to buy boxes and disassembled for another 3 hours. Its a lot work. Will never buy anything else from this false advertising website. Please refer to screenshots provided. Thanks

  Business Response

  Date: 05/12/2025

  Hello Mariana,
  
  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 feedback. We have checked your order details and unfortunately, this order does not support pick-up service. We sincerely apologize for any inconvenience this may cause. To proceed with your return, we kindly recommend that you select a shipping carrier that offers pick-up service and please ensure you retain the relevant shipping receipts. Thank you for your understanding in this matter.
  
  Our customer service department has also offered you an explanation through an email ticket on May 6. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/04/2025

  Type:Delivery Issues
  Status:

  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 order was purchase on april 12, 2025 with a total amount of $283.47. I returned all the items in the same packaging that **** sent to me on April 21, 2025 through **** tracking #**********************. It was delivered on May 2, 2025. I waited a couple days and contacted them mulitple times through their chat and they are refusing to give me a refund.

  Business Response

  Date: 05/12/2025

  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 sincerely apologize for the inconvenience regarding your concern. We understand that you returned the items and we conducted a thorough investigation regarding your returned items, and as per the result, our warehouse hasn't received any items. We highly suggest to keep in touch with your carrier for further details and assistance regarding this matter. We regret to inform you that we are unable to support your request for a refund in this case.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:05/04/2025

  Type:Product Issues
  Status:

  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 got refund half of my money when I showed them all my stuff was damaged I want my full refund this is sad they owe me 95 only gave me 30

  Business Response

  Date: 05/13/2025

  Hello Blessin,
  
  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 understand your concern about the delivery, and we sincerely apologize for any inconvenience this may have caused.
  
  After carefully reviewing the case, we are unable to proceed with a full refund. Our customer service department kindly asks that you provide additional evidencesuch an unboxing video clearly demonstrating that the package was sealed upon arrival and the items found to be damaged when opened. They offered you a compensation plan as a gesture of goodwill on May 13. Please check your Temu account for more details, and if possible, respond with any additional evidence to help us further assist you.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 05/13/2025

  [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,
  
  Blessin *******

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  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 wanted to place an order on my cellphone. However, I was required to enter a code sent in a text message to me. One small problem: to see it, I would have to leave the app. When I did that, guess what? I couldn't do it and go back to the app to enter it! This problem was not invented by Temu; let me make that clear. This problem exists on every other mobile app! Who fell on his/her head and invented such a recipe for 100% failure? No, I'm not blaming Temu; it's just that I encountered it on the Temu mobile app, so I decided to use it as an opportunity to vent! I thank Temu for giving me this opportunity because at 3:09 am, I'm in the mood to b**** my head off!!! Some numbskull came up with this fractured idea of a system, and I know that Temu is far too intelligent to invent such a formula for failure! Yes, I probably have steam coming out of my ears from this idiocy, but seriously: has nobody else started a riot about such utter stupidity?!?!? On some mobile apps, when such codes are required, they appear at the top of the screen or else they can be seen by dropping down the top of the screen to review notices, but this time, no such option existed. I'm too irritated to remain silent about it, and I thank Temu for giving me the chance to make this problem known in the hopes that a solution can be made known!!!

  Business Response

  Date: 05/13/2025

  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 feedback and for bringing this issue to our attention. Temu is an e-commerce company that connects consumers with a network of merchandise partners, manufacturers and brands with the mission to empower consumers to live their best lives. Customer satisfaction is of the utmost importance and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat. 
  
  Best wishes,
  ******