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
- 5,512 total complaints in the last 3 years.
- 2,234 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:12/15/2022
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 never received the package of items I ordered and I am requesting a full refund. I sent an email to their [email protected] and I havent received a response yet. I am just requesting a full refund please. Thank youBusiness Response
Date: 12/21/2022
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 email. 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,
*************Initial Complaint
Date:12/14/2022
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 really liked the inexpensive prices on Temu. But the carbon emissions shipping requirements are bogus. Forcing consumers to pay $10 or more to ship the order. This isn't fair to customers who may need to buy one item for $6.99 but is forced to add more because of Carbon Emissions. Temu's Customer Support Agent stated: "To reduce carbon emissions from excess box use?" But our items aren't shipped in boxes though. They're shipped in Temu Bags.Business Response
Date: 12/21/2022
Hello *********, thank you for your valuable feedback. To support our commitment to sustainability, we encourage customers to meet a minimum order value so that we can more efficiently utilize the available packing space from bags, to our shipping boxes, and containers. By fully allocating the available packing spaces, we reduce the number of boxes used and number of trips made for our deliveries, which helps to reduce carbon emissions to the environment. However, we understand your concern about the policy and will share your feedback to our team for further review. Thank you for helping us understand and serve our customers better.
Best,
*************
Customer Answer
Date: 12/21/2022
Hello Temu,
Thanks for your response!
I'll highly appreciate it if you could forward my feedback to the team for further review.
Regards,Cordarius
Business Response
Date: 12/27/2022
Hello *********, thank you for your valuable feedback. We understand your concern about the policy and have shared your feedback to our team for further review. Thank you for helping us understand and serve our customers better.
Best,
*************Initial Complaint
Date:12/14/2022
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.
This company is using a scam referral program that gives you in store credit to refer new people to their app. As soon as you get the in store credit from the 100s of people you refer they dont let you use it! I feel this is fraud and a waste of peoples time. If the company cant keep promises they make to their customers they are clearly not a trustworthy company.Business Response
Date: 12/21/2022
Hello ********, thank you for shopping at Temu! Your feedback is valuable to us. Please be informed that you can start using your credit and your orders will be dispatched as well. We also appreciate your referrals. Please note that New Users in our referral program are defined as a real person who (1) never had a Temu account before, and (2) within 24 hours after downloading Temu App the first time, registered a Temu account and joined the Referral Program by clicking on the link shared by the Member. Please make sure that your friends qualify for the referral reward. If you encounter issues with your Temu credit in the future, you can appeal on your order page. Thank you for your support!
Best,
*************
Initial Complaint
Date:12/12/2022
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.
FRAUD - fake business address listed. They should not be able to sellBusiness Response
Date: 12/19/2022
Hello ******, as we have communicated on the phone with you, our office address is ****************************************************************************************. We understand that you would like to place orders on ****. Thank you for your support. If we could be of assistance of anything, please do not hesitate to contact us through [email protected] or our our customer service number at **************. We are here to assist you anytime.
Best,
*************Customer Answer
Date: 12/19/2022
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.]
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,******
Thank you for reaching out to me, but the lack of professionalism on your part was very upsetting and I do plan to confirm that your corporate office in ****** is valid. If it is not a valid address I will continue on with my complaint.
Regards,
******
Business Response
Date: 12/24/2022
Hello ******,
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. Please find below where you can find the address of our office. **************************************************, ***************************************, *************************************************. The address of our office has also been verified by ******* 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!
Initial Complaint
Date:12/10/2022
Type:Customer Service 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 originally enjoyed the all and recommended a lot of people using their free gift for referring a friend feature. The last time I did this people where clicking my link and joining but I was not getting the credit. This was 4 days ago. So I contacted customer service and was told to wait 24 hours for an answer. My gift then expired without me winning it. During continued conversations with customer service over the past 4 days I got no reply except wait 24 hours wait 48 hours on several occasions. Then this morning I was offered a 31$ credit or an order for the free gift. I responded asking for the credit. I never received any credit and have contacted them all day and every response is I will be back with you in a moment reviewing your case and then no response after.Business Response
Date: 12/16/2022
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. If you need anything else or have any other questions, I'm here to help. You can reach me at candy.****@temu.com. Thank you for supporting Temu!
Best,
*******************Customer Answer
Date: 12/16/2022
[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:12/09/2022
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 from them and they shipped it to the wrong address. Asked for a refund. They want merchandise returned. Hard to give them something not received.Business Response
Date: 12/16/2022
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. Our customer service team has left you a message and you can follow the instructions to check the progress of your refund. If you need anything else or have any other questions, I'm here to help. You can reach me at candy.****@temu.com. Thank you for supporting Temu!
Best,
*******************Initial Complaint
Date:12/08/2022
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 clicked on an ad on ******** for this company, saw the website load and decided it was a scam. A day later I get a text from my bank for fraud and there are about 20 transactions from this website on my card that I have no idea how they have access to, given I have never and will never make a purchase from this company. They should be shut down and all ads removed.Business Response
Date: 12/11/2022
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.
As the assigned case representative, I'm here to assist you with investigating and resolving what happened to your account. Based on the information provided in your comment, I could not locate these transactions that match your description. We have tried to connect you by call and email but failed. To help us further investigate, could you please provide the last 4 digits of the card, each transaction amount and payment time at joy.***@temu.com, preferably with a screenshot of the charges? Thank you.
Best,
*************Initial Complaint
Date:12/08/2022
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.
**** is having a credit giveaway game. There has been a leaderboad. I asked if there was a prize and was told yes. Then when they accidently posted something about the top 4 earners it said the tip 4 earners will be over 700,000$ in shopping credits but now when I ask customer support I was told there was no prize and they tried to compensate me with 15$. I would like this pursued to full extent. Because I worked so hard for 6 weeks being the top earner to win the prize. Then I was told it was over 700,000$Business Response
Date: 12/12/2022
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. 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: 12/12/2022
My orders were now canceled and my credits frozen because I was told there was a prize and then told there wasn't. I want this problem executed to full extent. And press charges for unrightfully taking what I earned.
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,Jacey
Business Response
Date: 12/19/2022
Hello *****,
I am ************* from Temu.com. I have checked with our online customer service team again. We understand that you have accumulated $7,123 Temu credit from our Credit Giveaway activity at the point of your screen shot provided to us. The reward record is accessable from your "credit balance" anytime. Thank you for flagging out the issue of our display. We have since made the right correction as soon as possible to avoid confusion. As a token of our appreciation, we have extended $15 Temu credit to your account for helping us constantly improve and serve our customers better. We have also confirmed that your credit is available to use anytime now. 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!
Temu.com is NOT a BBB Accredited Business.
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