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Temu.comThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 10/23/2025
BBB shared the findings and recommendations with Temu
The findings appeared to show:
Product Quality Issues: A significant portion of the complaints revolves around product quality, with
customers frequently reporting items that did not meet expectations regarding durability or appearance.
Shipping Delays: Complaints related to delayed shipping and non-receipt of orders are prevalent,
indicating possible logistical challenges or miscommunication between order placement and fulfillment.
Customer Service: Many customers reported dissatisfaction with the customer service experience,
mentioning difficulties in reaching support, long response times, and unresolved issues.
Return and Refund Processes: Issues with returns and refund processes were frequently cited, with
customers experiencing lengthy processing times and confusion about return policies.
Website Usability: Customers occasionally reported challenges with navigating the online platform,
including difficulties in searching for products or completing transactions.Temu on 11/5/2025 responded to BBB with:
1. Product Quality Issues:
At Temu, we employ a comprehensive approach to quality control on our platform that aligns with the
requirements of the markets we operate in.
· Seller Onboarding: The process begins with the onboarding of sellers, where they are required to
submit the necessary documentation. Additionally, they sign agreements affirming their commitment to
product safety and adherence to regulations relevant to their intended markets. Temu supports this
process by providing guidance and resources on compliance requirements for various markets.
· Product Oversight: Random spot checks are conducted to verify that the physical products match their
descriptions and adhere to relevant standards. This includes checking packaging, labels, and safety
markings. If any products are suspected of potential non-compliance, Temu takes swift action, which may
involve suspending the listing, requesting additional documentation, or removing the product altogether.
· Ongoing Monitoring: Temu closely monitors customer feedback to identify potential issues with
products. When concerns arise, we take prompt action to investigate and, if necessary, remove any
products suspected of being non-compliant.
· Collaboration with Authorities: Temu actively collaborates with consumer groups and regulatory
authorities to address inquiries and facilitate product takedowns or recalls when required.
· Accountability Measures: We continually guide sellers on the need for strict product safety
compliance, ensuring they are fully aware of their responsibilities. Violations can lead to warnings, product
delisting.
We will continue to consistently and rigorously uphold these measures and standards, remaining fully
committed to ensuring customer satisfaction.
2. Shipping Delays
Timely delivery is a core part of the customer experience, and Temu is committed to ongoing
improvement in this area. Since late 2024, we have expanded our U.S.-based seller, enabling a growing
number of orders to be fulfilled domestically. This shift helps improve delivery speeds and better align with
customer expectations.
Temu works with experienced third-party logistics partners to handle the shipping and delivery of
customer orders. Customers can track their order status and estimated delivery dates directly through the
Temu app or Temu.com. Estimated delivery time and shipping costs are clearly displayed at checkout and
on the order confirmation page.
While the majority of orders are delivered on time, external factors, such as severe weather or
carrier-related disruptions, can occasionally lead to delays. We actively monitor these situations and
coordinate with our logistics partners to minimize impact.
We also proactively plan with our partners to ensure stable operations during peak periods such as
holidays. Customer feedback plays a key role in shaping our logistics strategy, and we remain committed
to refining the end-to-end delivery experience in response to user needs.
3. Customer Service – Current Capacity & Third-Party Recognition
Temu offers U.S. customers multi-channel support, including a self-service Support Center, virtual
assistant, live chat, hotline, and email. In particular, Temu maintains a 7-day × 24-hour live-chat support
channel. Most customers can reach a live agent within 30 seconds via the hotline, or within 1 minute
through online chat. For issues requiring additional follow-up or verification, Temu typically responds
within 8 hours and, in most cases, no later than 24 hours.
Temu will continue to invest in our customer service team to enhance its capacity and responsiveness,
ensuring that we deliver efficient and satisfactory solutions. We’re committed to addressing every
customer’s inquiry and feedback in a timely, fair, and friendly manner.
4. Return and Refund Processes
At Temu, we strive to provide a reliable and user-friendly shopping experience by connecting consumers
with a broad network of independent third-party sellers. While Temu does not manufacture or own the
products sold on the platform, we work closely with sellers to help ensure that product listings meet
applicable standards and that customers receive support when issues arise.
In the event a product is damaged or does not meet expectations, customers may contact Temu directly.
We will assist in coordinating a resolution between the customer and the seller, in accordance with our
platform policies and applicable consumer protection guidelines.
Below are the return and refund processes applicable to customers in the U.S. market.
Simple Return Process: Temu provides a simple and convenient return process for customers. The
following is an example of how the return process works. To request a refund, customers can log in to the
Temu app or Temu.com through their account, open the ‘Your Orders’ page, and click ‘Return/Refund.’ If a
return is needed, customers can select their preferred return and refund options. After submitting a
request, Temu provides a return label to ship the items back. Customers should place all returnable items
in one package, include the original barcodes, attach the provided return label, and ship the package from
the nearest USPS or UPS location. Refund status can be tracked via the order details page or through
Temu’s SMS, email, or push notifications.
Free First Return Policy: Return shipping is free on the customer's first return of one or multiple
returnable items for EVERY order within 90 days for most items from the date of purchase, with some
exceptions. Pickup return method may charge for an additional fee. Pickup return method may charge an
additional fee in limited scenarios.
Through these measures, Temu is committed to providing a transparent, efficient, and reliable return and
refund process, ensuring that customers can shop with confidence and ease. We greatly appreciate BBB
for highlighting potential issues, and we will continuously collect customer feedback to further optimize the
returns and refund experience.
5. Website Usability
We understand that a seamless online experience is critical to customer satisfaction, and we take all
usability feedback seriously. Temu’s technical and customer service teams work closely together to
promptly investigate and resolve reported issues. Temu is dedicated to providing a smooth, reliable, and
user-friendly experience for all users, whether on Temu.com or through the Temu app.
Temu sincerely appreciates the BBB’s continued communication and constructive feedback. We remain
fully committed to continuously improving every aspect of our service—from product quality and shipping
to customer support and post-purchase processes—while maintaining transparency, accountability, and a
customer-focused approach throughout our growth. We value the opportunity to address these matters
and will continue to take proactive steps to ensure a reliable, safe, and satisfying experience for all
customers.
Complaints
This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,479 total complaints in the last 3 years.
- 2,230 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:12/05/2022
Type:Sales and Advertising 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 received a notification that my account was hacked. I have been calling and emailing and I keep getting the same response and no one is helping. I have about $800 dollars that was spent by someone else. That charge put my account into the negative and I have been on the phone with ****** who is not helping me with my fraud. They keep saying someone is going to get in contact with me in 24 to 48 hours and this has happened since Saturday and I am still waiting. The conversations I had this company has been pointless. I need some help with resolving this matter.Business Response
Date: 12/13/2022
Hello *****,
This is ************* 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 as well.
Please kindly note that we have fully refunded this transaction to the original payment method based on our record. The funds should arrive at your account within **** business days, depending on how quickly your financial institution processes the refund.
Please understand that in this case, we are also the victim of such fraud or unauthorized access to your account. We strongly suggest you to contact the financial institution that issued the credit card or debit card immediately.
Your feedback is extremely valuable to us, and we strive to address your concerns. If you have any other questions, I'm here to help. You can reach me at joy.***@temu.com.
Best,
*************Initial Complaint
Date:12/05/2022
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.
Hi I've been trying to contact temu regarding a promotion they ran I am missing "tickets" so they offered me $30 credit its been over a week now and they still haven't issued my credit the chat representatives for four days in a row now refuse to respond to me they keep the chat in idle so I can't open a new issue I have called numerous times and they say they aren't able to assist me over the phone as they dont have access to account (what's the point of having phone service if it's unable to be helpful) regardless I get told on the phone they've escalated my claim to a higher department and I will hear back in 24 hours I've heard this a total of 6 times now in the past week and I've yet to hear anything back I have to keep calling them and they act like my issue is new to them because they don't write it down or keep notes of it anywhere they never escalate it this company has the absolute worst customer service ever all I'm asking for is my $30 credit and for them to close out the chat window so I'm able to open an issue about my missing packageBusiness Response
Date: 12/12/2022
Hello *****,
This is ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. I have provided the BBB with a copy of this message as well.
Thank you for participating in our program. We have checked your case and it shows that you have not met the rewards threshold. Please note that we strictly follow the rules of each program to provide rewards. Kindly make sure that you read through the relevant rules when participating our programs.
We also checked the conversations between you and our customer service representatives. Despite the fact that you have not met the rewards threshold, one of our customer service representative offered $30 credits out of goodwill, which you declined immediately. If you need any additional assistance, please feel free to reach me at joy.***@temu.com.
Best,
JoyCustomer Answer
Date: 12/12/2022
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 only rejected the $30 because I was owed much much more I did meet the requirements but the tickets were stolen from Me I had over **** tickets for that specific event .... I would very much like the $30 compensation for having my tickets stolen
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: 12/20/2022
Hello *****,
This is ************* from Temu.com. I'm following up on the complaint filed on your behalf by the Better Business Bureau BBB. I have provided the BBB with a copy of this message as well.
Thank you for participating in our program. Our record shows that you have not met the rewards threshold and not the number that you have claimed. Please note that we strictly follow the rules of each program to provide rewards. Kindly make sure that you read through the relevant rules when participating our programs.
You could also send us the proof of your claim to us at [email protected]. We are happy to open the case for you again if your claim is proven true and valid. Thank you.
Best,
JoyInitial Complaint
Date:12/05/2022
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.
Recently doing my End of the month book keeping and I noticed transactions on my card from a site I had never heard of before at first it was no big deal but then I noticed MULTIPLE I called my bank cancelled my card and filed a complaint I then looked up the company and reached out to customer service I received a quick response then once I stated I needed a refund I'd never heard of this company I was asked to provide proof I did then was told someone would reach out it's been nearly a week and I have heard nothing back I decided to add up all the charges on my account and it is ************************************* the amount of 276.88$ this may not seem like a big amount to some but I am a single mother living on a paycheck to paycheck basis and when I went to go spend money I knew I was saving for the holidays and it was gone was disheartening but knowing that the company isn't doing what they can to make sure this isn't an issue is even worse. Coming here I though I would be alone in this situation but I see so many of the SAME situation so close to the date my incident happened starting on 11/15/22 and not ending till 12/1/22 something needs to be done IN MY CASE I WOULD LIKE MY MONEY BACK!!!Business Response
Date: 12/11/2022
Hello ******,
This is ************* 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 as well.
Please kindly note that we have fully refunded this transaction to the original payment method based on our record. The funds should arrive at your account within 5-7 business days, depending on how quickly your financial institution processes the refund.
Please understand that in this case, we are also the victim of such fraud or unauthorized access to your account. We strongly suggest you to contact the financial institution that issued the credit card or debit card immediately.
Your feedback is extremely valuable to us, and we strive to address your concerns. If you have any other questions, I'm here to help. You can reach me at joy.***@temu.com.
Best,
*************Initial Complaint
Date:12/04/2022
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 made an order and never recieved itBusiness Response
Date: 12/09/2022
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'm assigned to this case to assist you with your delivery issues. I checked your order and found that your order has been delivered at Dec 5, 2022, 4:35:00 pm EST, by ***** This is actually within the expected delivery time of the order (Dec 4, 2022 EST - Dec 13, 2022 EST). Please kindly check. 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: 12/09/2022
[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:12/03/2022
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.
They asked to get people to sign up and they give you tickets to spin on there wheel to get money and I had 5 people sign up though my link and they won't give me my tickets to use and the time ran out so I couldn't win the money that they was offered and what it says when you signup it says that they can spin the wheel and it won't let anyone new play like they offer.Business Response
Date: 12/11/2022
Dear *****,
This is ************* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. I have provided the BBB with a copy of this message as well.
Thank you for participating in our program. We have checked your case and it seems that there have not been five people signing up through your link. Please note that we strictly follow the policy of each program to provide credits. Therefore, kindly make sure that you read through the relevant policy when participating our programs. Again, we deeply appreciate your support and participation. If you need any additional assistance, please do not hesitate to contact our ********************* via **************************/support-center.html.
Best,
Joy
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