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:03/16/2025

  Type:Billing 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.

  Today, I placed an order on temu.com, but I was expecting to be given a chance to specify which payment method I could use. Instead, the charge was made to an account that I knew I did not have an adequate balance. I wanted to change it to another debit card installed in my account, but the website did not allow me to do it. I had no choice but to cancel the entire order because I did not want to leave myself with an overdraft. What happened? Temu canceled the order, but I NEVER RECEIVED EVEN ONE NOTICE THAT I COULD DISPLAY TO THE BANK IN WHICH THE ACCOUNT WOULD BE OVERDRAWN!!! Grabbing money and showing that the paying customer is not to be considered seems to be the policy. I'm feeling that shopping on Temu is too risky if such things are programmed to work without giving the customer the ability to choose which payment method to use for payment. This has me truly disgusted. I have the balance in a second debit card in my account there, but no, I wasn't to be givein any consideration; go ahead, charge the account to create an overdraft, and never mind that the paying customer will suffer damages!!!

  Business Response

  Date: 03/24/2025

  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. According to our latest internal information, our customer service team reached out to you on March 23 via email ticket **************** with instructions on how to bind your bank card.
  
  Furthermore, we have verified that emails were sent to the email address associated with your account on March 16th to inform you of the order cancellation. We recommend checking your email's spam to see if you received this notification.
  
  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: 03/24/2025

  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 filed the complaint largely because an employee at my banking institution mentioned that because Temu is based in *****, unauthorized charges from unknown entities could be a result of my dealings with Temu. I would not have known anything about such connections, but she was the one who urged me to make contact to see what I could do, if anything, to make my purchases more secure.

  I do not have any incoming emails from Temu dated March 23 to the emali address on which this notice came; it is the same email address that I now use with Temu. However, I know that sometimes there is a delay in deliveries of emails, so it might be coming very soon. I will follow any instructions that are mentioned. However, I would like to request a way that I can make contact more directly. I end up turning to the Better Business Bureau frequently because of the all-too-common practice that many businesses have of "hiding" from the public by not providing options for direct contact should problems arise. As a published writer, I have written about this pratice in the following editorial:

  Hiding from Humans
  ********************************

  Because the bank is better informed than I am, I only acted according to the urgings of the bank employee with whom I spoke. BBB too often acts like a sort of "communications agent" when I have no guaranteed method of communication, and I am sure that BBB sees a complaint with my name on it and groans, but when I am given no alternative, I know that BBB can make the connection even if I cannot do it myself.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. I might mention that today is my 73rd birthday, so I am giving my thanks that Temu has made efforts to resolve this problem even if it is not confirmed as a real problem with Temu. I could not afford to ignore a warning from my bank; they are the ones who control the purse strings, not me!
  
  Respectfully submitted,
  
  ******* ****
  ************** cellphone
  ************** fax
  

• Initial Complaint

  Date:03/16/2025

  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.

  I have repeatedly sent the required proof to get help with this nobody seems to be looking at it or paying any attention to the fact I was sent a ridiculously undersized product. I sent a video of me measuring this item which is a step further than I even needed as i was only asked for pictures. Temu has been intentionally holding out for months and refusing to refund this item, probably hoping they could get me to forget I can do a chargeback if needed (which I will if this isn't solved after posting here). Me having to fight for ***** dollars for almost 3 months straight is insane and quite frankly I have never seen a site be so unprofessional, I have explained why I am unable to do certain things and temu doesn't care nor have they been willing to make an exception. I would steer clear of this site if you actually want to have peace of mind when buying things because temu doesn't have your back and they lie about buyer protection, not to mention all the fraudulent sellers they allow to sell on the site with deceitful listings. If I buy a blanket of a certain size I expect it to be as listed, not go from an adult size to barely even a baby sized blanket, that is extreme false advertisement and temu seems to stand behind allowing it while also being abusive towards the buyer.

  Business Response

  Date: 03/24/2025

  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 orders have been refunded to you on Mar 18. $16.14 has been refunded to your original payment channel and $2.90 has been refunded to Temu Credit balance. Once the refund has been successfully processed, please note that it may take 0-5 business days for the refund to appear in your original payment method. 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 March 18. 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:03/16/2025

  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.

  I ordered an electric bicycle from Temu.com on 17 November and did not approve my purchase. I hardly use it and return them with in their allowed time of return window. I securely packed every thing in the box. I paid about $319.36 for the bike and they refunded $147.88 claiming that battery was damaged during shipping. I rejected this claim by informing that I packed the battery in a separate thick micro foam box. Merchant changed the reason that battery is disfunctional because of the use of 3 months period. I hardly use it for an hour. My first return label initiated just after first use on 27 November but could not returned it because I am a student and didn't get time to desemble and pack it, and also knowing that I have 3 months window to return it. I return bicycle in their allowed time in excellent packing and condition. Now merchant is not refunding my full money back and Temu is supporting the merchant. Temu is assigning me different agent but none of them is willing to refund my full money back. Some are offering partial refund that I didn't accept. I am asking my remaining money of $171.48.

  Business Response

  Date: 03/25/2025

  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 completely understand the distress and frustration that you have been through.

  Upon checking, our customer service team has been working diligently with the relevant departments 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 further assistance, please message us through Temu.com or Temu app live chat.

  Best wishes,
  ******

• Initial Complaint

  Date:03/16/2025

  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 made 2 different purchases that were combined into one shipment. On February ******* order #PO-211-08440509358634075 Vase price $17.32 and gravel $5.08. Total order price was $23.22, I received the gravel in another shipment. Also on February 10, 2025 I ordered 14 items in order number PO-211-***************** total for 14 items $37.33 with discounts and credits my total was $30.52. Total for both orders inside the package combined is at least $47.84. Package was shipped with ***** tracking number ********************. I was home when I received the text that it was delivered. I walked outside around my home, next door, down the block and around the corner to the house with a similar address. This house is ***************** and I live on street, when I got there the home owner was outside. He stated hes been cleaning his car and nothing was delivered. I pulled up the picture they provided as proof of delivery and the photo is not my home nor his. Their photo has stairs and a black mat on the porch, I dont have stairs and I have a ************* Mat in front of my door. I also have a box out front for deliveries thats clearly marked to place packages in. I submitted a missing package with TEMU and they created a ticket the within an hour of the package being delivered to the wrong address. I was told to wait 48 hours and they would investigate. I sent photos of my home and asked them to use GPS to see the last scan and they would see that it was not delivered to me. Plus the they have has stairs and I dont have stairs. I just received an email stating they were closing my ticket because investigation shows it was delivered. I did not receive this package and request that they refund my money or replace the items.

  Business Response

  Date: 03/26/2025

  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 your order details and found that you have initiated a dispute on the orders, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. 
  
  Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company and we will be more than happy to assist you with your request. 
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket ****************. 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,
  ******

  Customer Answer

  Date: 03/31/2025

  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 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,

  *******

  I did the charge back because they said they were not going to refund me my money because it was delivered. Then out of the blue they contacted me saying that they had the package in at their warehouse in ******. Like I originally told them that it was delivered to another house not mine. They labeled it as if I refused the package when I didnt. They have continually lied about this package so I filed a dispute with ******. Because of their mistake they then told me I wouldnt receive my refund until I dropped the claim with ******. So I did just that to just be finished with them and the whole issue.  I received my refund finally on the 27th of March. But they accused me of theft, called me a liar, they lied again and said I refused the package when in fact it was delivered to the wrong address and luckily that person turned it back in to ****** I opened over 8 different tickets and they closed each and everyone stating I am a liar I received the package. Even when I showed them that ***** tracking shows it back in the system being returned to them. They still said their investigation shows I received the package. I had no choice but to file a charge back if I had any hopes of getting a refund for this package. 

   

  Business Response

  Date: 04/07/2025

  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 and can confirm that the refund has been issued to you on Mar 26. Once the refund has been successfully processed, please note that it may take 1-5 business days for the refund to appear in your original payment method. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.
  
  We fully understand your frustration and sincerely apologize for any inconvenience and disappointment this situation has caused you. We appreciate your feedback and suggestions, and we will take them into account to improve our service capabilities for a better experience in the future. Thank you for your continued understanding and support.
  
  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:03/16/2025

  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.

  I ordered some items from TEMU and after receiving the items some was missing contact them and explain they looked into it and said that the WAREHOUSE TOLD THEM EVERYTHING WAS PACKED AND SHIPPED BUT I explained and informed them of what was missing going back and forth they offered to refund me 6.00 and some change. The total amount of the order was ***** and some change The missing items came to a total of ***** and some change I was willing to get this over with cause they don't want to come to a agreement with me. I was willing to accept ***** total for missing items. I'm a senior citizen and disabled I don't have any money to be taken from me. I order things for special occasions. And I feel as though their basically calling me a liar and siding with their people. And I don't feel this is fair as me being a customer.

  Business Response

  Date: 04/01/2025

  This person appears to be a TEMU customer which is most likely **********************. This complaint should be directed to that company.

  This person is NOT A CUSTOMER OF ********************* and this complaint has nothing at all to do with our company. 

  Please close this complaint or transfer it to the company that is causing the consumer's issue.  
  
  We are ********************* a business to business company.

  Business Response

  Date: 04/08/2025

  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. We have carefully investigated your issue and can confirm that all the items in your order were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.
  
  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,
  *******

  Customer Answer

  Date: 04/13/2025

  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. 

  TEMU the company that I'm having this dispute with they are just not trying to see my pictures that I submitted on the invoice that their company is submitted as the evidence stating that the package was delivered to the front door but the picture shows it delivered to the front yard on the grass in the front yard but it states that it was delivered to the front door but they won't look at the evidence then it states that it was delivered to the correct address but it was delivered to 1446 you can't see 1448 address unless you come into the yard and walk to the back of the front house I've submitted a picture of the address of the address where the package was supposed to be delivered and I submitted a picture of the address of the address of the house where the package was delivered at.  And their still stating that it was delivered successfully and correctly.  And I don't understand how if I'm using the same invoice that their using stating the information.  There's no where on the front house the address 1448 the address that it shows is 1446 and they just won't see nothing that shows on their people's invoice is correct. They still don't want to refund me my money when all my EVIDENCE SHOWS OPPOSITE OF WHAT THE INVOICE SAYS AND SHOWS.

   

   

  Business Response

  Date: 04/21/2025

  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 are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a refund for the order you mentioned as not received. We have carefully reviewed the delivery information with the shipping carrier and can confirm that your package was successfully delivered to the correct address on March 15th.
  
  We kindly suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Additionally, we recommend that you directly contact the shipping carrier to inquire about the exact location of your package and request further assistance from them. They may have more specific details about the delivery.
   
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******
  

  Customer Answer

  Date: 05/05/2025

  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. 

  I SUBMITTED the pictures of everything. Today TEMU responded again with the same thing.  That it was delivered to the correct address.  Even though where the package is laying on the ground in the front yard it CLEARLY SHOWS THE ADDRESS 1446 AND THAT'S THE ONLY ADDRESS ON THAT HOUSE. Then they say ask the neighbors and all of that when I don't have to do that when I did ask the owners whose yard they throw the package in.  The owners informed me that they didn't see any packages in the yard when they came home.  I even showed the owners the picture that they took of the package laying on the ground in their yard. 

  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 and can confirm that your order has been refunded to your original payment channel on May 6. 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 have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:03/15/2025

  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.

  sold me junk speaker stands as new,refuse to send postage,****** knows of the issue as well,6 weeks now and these morons can't find the order,well its order number is right on ****** INVOICE BELOW,i'm not responsible for supplying brain matter when someone does not understand English or read above the 1st grade level.................Communist Temu Policy is to give you downloadable postage return item and then get refunded,but somewhere along the line they b=were smoking to much opium or maybe it was crack cocaine,that's not my problem,stealing my money is my problem...........................FEBRUARY 1ST 2025 PURCHASE HAS TURNED INTO A NIGHTMARE BECAUSE THESE EMPTY SUITS ARE CLUELESS!!!!!!!!!!!!!!!

  Business Response

  Date: 03/24/2025

  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 your order details and found that you have initiated a dispute on this order. As a result, we are unable to process any after-sale matters at this time. 
  
  Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company and we will be more than happy to assist you with your request. 
  
  Our customer service team has also reached out to you via email ticket **************** on March 23 to offer an explanation. 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:03/15/2025

  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.

  On march 5, 2025 I placed anl local order for a hat, which means it's supposed to get to you faster than the overseas shipping. It's now march 15th and I still have yet to receive my package. The item is now useless since it was for an event. I just want my money back and cut ties with this scam website. **************** was no help.

  Business Response

  Date: 03/25/2025

  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 $10.99 has been fully refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.

  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:03/14/2025

  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 placed an order with Temu for a king size bed for which I did not receive. I contacted Temu about not receiving the order. Before I contacted them I contacted *** Ex and was provided with a picture of where the package was left. It was not left at my residence. They are willing to do NOTHING about this. So Im out $204.00 that they basically stole from me.

  Business Response

  Date: 03/22/2025

  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 your order details and found that you have initiated a dispute on the order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company.

  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:03/14/2025

  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.

  March 12th 12:01pm I received a delivery notification went downstairs within 1 min of receiving notification of delivery. Package is not there. Contacted ******* placed complaint and was also advised to contact merchant for faster resolution. Placed an investigation ticket with Temu. March 13th 1:55pm-Email from Temu Dear valued customer,Thank you for reaching out to us regarding your order. We understand your concern and apologize for any inconvenience this may have caused. We have thoroughly investigated the matter and our team has confirmed that the correct items were delivered to the correct address.We regret to inform you that we are unable to provide a reshipment or refund for this order based on the results of our investigation. However, we kindly suggest that you check your mailbox, around your house, and other possible locations as sometimes packages can be left in unexpected places.We appreciate your understanding and if you have any further questions or concerns, please do not hesitate to contact us at any time. Our team is always here to assist ******** regards,Temu **************** March *********** Call to customer service I called customer service regarding response. Asked to speak to a person in the investigation unit, was told they do not have phones. Asked to speak to a supervisor. Was told I would receive a call back. In the meantime another investigation ticket was opened. I did not receive a call back.Mach 14th 2:28pm Received another email from Temu. Same email received yesterday. No refund or reshipment.Called Temu again. Asked to speak to a supervisor. After being on hold for 37 minutes, was transferred to ******* who then told me the only option they had was to create another ticket with the escalation ****.I asked to speak to someone in the escalation **** as this would be the 3rd ticket she informed me she could not transfer me. I asked to speak to her supervisor and was told I was already transferred to her.

  Business Response

  Date: 03/22/2025

  Hello Makeba,

  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 our customer service department is willing to provide you a full refund for your order 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,
  *****

  Customer Answer

  Date: 03/23/2025

  [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:03/14/2025

  Type:Sales and Advertising 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.

  A unauthorized purchase was made of things that had been in my shopping cart on the TEMU website. At the time the transaction was made I was in the surgical unit of the **************** being prepped for kidney surgery. My belonging were locked in a locker. I have contacted the company several times they attempted to take $799.40 from my checking account on 3 occasions. I was partial reimbursed once then the attempted 2 more times which my credit Union stopped. Then they charged my ****** debit account $609 and change. Ive been fighting with them since October *******. They partial reimbursed but I am still owed $610.00

  Business Response

  Date: 03/21/2025

  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 are sorry for the inconvenience this may have caused. Regarding the $799.40 charge, we have checked the details you provided and, after our investigation, we can confirm that we haven't detected any unusual / unauthorized charges in your account. We have also reviewed your order details and found that you have initiated a dispute on the orders, which has now been successfully processed. As a result, your payment has been stopped by your payment channel and a refund has been issued. 
  
  Regarding the $609 charge, we kindly request that you provide us with the following information so that we can further investigate and assist you in a timely manner. 
  
  1. Payment method
  2. The exact time and amount of the suspicious transaction
  3. The transactions ID or receipt ID
  4. Last four digits of your credit/debit card
  5. The screenshot of being charged
  
  Could you please send us the above information through Temu.com or Temu app live chat so that we can help investigate and assist right away? You can also visit www.temu.com/support-center.html for more customer service contacts.
  
  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,
  *******