Business Profile

Online Shopping

Temu.com

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Complaints

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

Customer Complaints Summary

5,077 total complaints in the last 3 years.
2,130 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/08/2025
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.
PO-211-***************** PO-211-***************** I combined both returns under 1 return label and package hasnt been scanned since 5/5 in according to *** and when I called *** I was told package might be lost And Temu denied to issue a refund when return package is lost id like full refund to be issued
Business Response
Date: 05/16/2025
Hello Soo,

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 warehouse 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,
*******
Initial Complaint
Date:05/08/2025
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 is with respect to order no PO-211-*****************. I got an email from temu saying the order was delivered. I went ahead and checked all the possible areas including the front door but still couldnt find the package. I then went ahead to check the delivery photo uploaded by *** and was shocked to see that the photo was not of my community or my apt.I called *** customer service thinking *** delivered the package to an incorrect address. However, when they asked my name and shipping address for verification, they told me that the name and the street address on the package was completely different from my address and from what i had provided on the order. They also informed me that the package under that tracking no was coming from ****** which is very evident from the delivery photo ********* is very clear that the seller from whom i purchased the plant pot is fraudulent because he put an incorrect name and delivery address on the shipping label. This seller should be banned on temu abd should be asked to provide a picture of the shipping label which will clarify everything. The tracking no that was shared by the seller is 1Z81E2610370337487.I will also request temu customer service to get in touch with *** if they want further details on the address mentioned by the seller on the shipping label, if incase the seller is not willing to share. I want the refund for this order which is the shipping cost i paid. Also, since i got this item for free under a promotion, i also want to request credits for the cost of this planter to be added to my account so that i can go ahead and purchase this planter from some other reliable seller on temu.
Business Response
Date: 05/16/2025
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 $3.20 has been 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.

Our customer service department has also refunded the shipping fee to your credit balance as a compensation. Please check your Temu account for more details.

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:05/08/2025
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.
Order # : PO-211-***************** 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 live chat and they are refusing to give me a refund. I have also contacted through email and still denying my refund.
Business Response
Date: 05/15/2025
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 apologize for any inconvenience this may have caused. To assist with the further investigation of your case, our customer service department emailed you on May ******************************************* telephone number associated with your Temu account. Please check your inbox and respond accordingly. We are eager to find a solution for you, and we greatly appreciate your cooperation and patience.

If you need any other assistance, please don't hesitate to message us through Temu.com or Temu app live chat. Hope you have a great day!

Best wishes,
******
Initial Complaint
Date:05/07/2025
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.
Temu.com supposedly shipped my order by ****??.As of May ****** Temu.com sent me a delivered Notice. The tracking said delivered at 9:43 a.m.??There was No photo. They was nothing at my front door as far as I know of.I checked my apartment complex package room. No deliveries there for **** believe I have been scammed by temu com . They usually send a out for delivery notice. Which I did not receive a notice this time. They ship with random sketchy ************ order is marked delivered. But I did receive it. I have not been able to locate it.
Business Response
Date: 05/18/2025
Hello Klarissa,

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. Our customer service department will offer you an explanation and a compensation plan on May 18. Please keep an eye on your inbox for further updates.

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: 05/18/2025
[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:05/07/2025
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 ordered a vacuum from temu. It was defective. Every time I call them they told me something different. This is one of the worst experiences I've had trying to get my money back. They confuse you so you get nothing but a broken product. Luckily I bought through ******. I will never use to Temu again because of their Corrupt Practices. I am going to be writing badreviews everywhere I can. To warn people it's impossible to get the correct help to get your money back from Temu. They want you to print your own label out they want you to take it down to ***. I was told they would pick it up to put it in a clear plastic bag. Then I was told something different. Terrible customer service! They have already been contacted by ******.
Business Response
Date: 05/15/2025
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.

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 are pleased to offer you a refund for your order. Our customer service department will offer you a detailed explanation on May 15. Please keep an eye on your inbox for further updates.

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: 05/17/2025
[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:05/07/2025
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.
The delivery of the orders (it was 9 orders in one bag) was supposed to be April 22, 2025 The delivery was never made; however, the delivery person from ***** Smartpost submitted a generic picture of a large bag, with no mailing label nor proof of the address it was delivered to...Temu is saying ****** is still showing that there are disputes still pending, ***** Smartpost says that only the shipper can file a claim...So I keep getting denied or rejected from all three sources It is very clear that because of the vague evidence that TEMU is claiming as proof...it had to have been the delivery person who stole the package back after taking a random picture and marked that it had been delivered I am helpless because NO ONE wants to take responsibility
Business Response
Date: 05/15/2025
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, we will provide you with the refund details.

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: 05/16/2025
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
I have sent proof thst ****** has rejected all disputes! I have also tried to file with ***** and they refuse to let me!!! Their proof is unacceptable...a random package no mailing label and no proof the address it was delivered to...
I am only asking for the items to be re shipped...or TEMU credit so I can buy them again...I do not want a monetary refund...again, please I just want the items I bought...all $275 worth...that was the amount of then8 orders that were NEVER delivered! I am a very very good customer, never had a problem...so that should prove I am NOT trying to pull a scam!!! I just want the items to all be re shipped and this time require a signature before leaving (or NOT) a package containing 9 orders ...
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: 05/26/2025
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 reviewed the order details you provided and can confirm that the package was successfully delivered to your address. However, as you are a valued customer, we are pleased to offer you a partial refund of $120.

If this resolution does not meet your expectations, please provide our customer service team with surveillance footage showing that no courier delivered the package during the scheduled time or that it was stolen. This will help them further verify the issue and provide appropriate assistance. They contacted you about this issue on May 25. 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: 05/27/2025
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 have already told the business that the security tape is private and cannot be shared...they have failed to provide authentic proof of delivery...it is a large white bag with NO mailing label against a random wall....that is their proof. I have explained that the merchandise was worth over $275 that I am going to lose...in good faith and because I am an Excellent customer, that I be given a *********************** credit so I may buy the items again and resume my purchasing from the company...
I do not feel this is unreasonable...I am not asking for my money back and a business credit will cost them nothing!
I am a decent and honest person and I do NOT appreciate being labeled a liar because of a delivery issue that I have no control over...because they chose the cheapest service from ***** and did not require a signature upon delivery ...there really is no valid proof that it was delivered to my address...so it would be the driver's word verses mine...I am sure the company has a camera on their vehicle...check their video footage if the delivery...I hope we can resolve this quickly and with a more satisfying offer.

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,
****
Initial Complaint
Date:05/07/2025
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.
While I was ordering a pair of bicycle riding shoes, the Temu spinning wheel came up and said I had won seven free items and all I need to do is select them. Upon checkout and paying for my shoes I was also charged for these items that were allegedly free.Temu makes it very difficult for customers to contact them to say hey listen this is a mistake. This was supposed to be free so I started the process of sending the item back but in reading their policy, they will only accept one item back, which is possibly part of their business plan to increase profits. That I cannot prove, but it seems odd to me that a company wouldnt have a clearly established return policy, rarely available to its customers like *******I ordered a pair of shoes that were a total of $23.30, my credit card was charged $150.88 & another charge of $3.21. This is outrageous! The the items that were supposed to be free, many of them have arrived, but of course the one item that I wanted has yet to arrive Iwant a refund of the money spent the total of $154.04 minus $23.30! I will be ecstatic to return teams of the items, but unfortunately, at the current moment their system does not allow that. I have them all in a box waiting to return!
Business Response
Date: 05/15/2025
Hello Garfield,

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 details you provided and can confirm that our customer service department has been following up on this issue. They will provide you a detailed explanation about the rules and rewards of the activity you participated in as well as a compensation plan on May 15. Please keep an eye on your inbox.

Besides, if you are not satisfied with the items you received in your order, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.

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:05/07/2025
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.
Temu uses ******** to deliver packages in ******. They notified me yesterday that the package was delivered and that it was even signed. I did not get a notification of the drop off. I dont think they would leave the package on the street. And no neighbors or businesses owners downstairs saw their company leaving any packages .I contacted ******** numeroust times and they ignored me, responded that the package was delivered and I needed to contact Temu. Now Temu says I need to wait another 48 hours for their decision.I feel scammed. First time using this app and already having issues. They sent me a coupon, but I wont spend a dime more in that app. I feel scammed. I am asking for a full refund right away.
Business Response
Date: 05/15/2025
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 original payment channel on May 8. 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: 05/15/2025
[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 10, 2025, I purchased a wig from Temu. Order ID Number ************************. It arrived on April 14, 2025. The item I received was not as describeddespite being sold as 100% human hair, it clearly was not. I returned the item exactly as received: in the original packaging, unopened. (I didn't remove it from the bag because one could see that it was low quality fake hair.) I tried to report the issue but was told to return it. The seller has falsely claimed I returned a different wig, which is untrue. Even more concerning, another customer has reported the exact same experience in her review. The probability of two unrelated buyers returning the wrong item is statistically negligible. This points to a fraudulent scheme, not customer error. This is bait-and-switch fraud. There is a clear racial dimension to this scam. The seller appears to targeting womenespecially Black womenwho often buy wigs out of necessity, identity, or cultural practice. When the product turns out to be fake or poor quality, they are then accused of dishonesty as a tactic to deny refunds. This is not just unethical, its discriminatory and *************** relies on an old, harmful stereotype that Black women are less trustworthy or trying to scam the system, while the seller is actually the one engaging in deceptive behavior.This kind of racialized bait-and-switch tactic deserves scrutinynot just as fraud, but as a discriminatory business practice. Despicable businesses who operate like this shouldn't be allowed to exist in *******. Temu refuses to take immediate corrective action. As of today, they contacted me to tell me that they sided with the buyer, yet they won't send me photos of what the buyer says he sent and they appear to have closed my ticket. Their response does not align with their "Temu Purchase Protection Program" promise. They not only have my money, but they also have the wig so Ive really have been robbed.
Business Response
Date: 05/15/2025
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 returned the item and we have double-checked the details with our colleagues in the relevant department. As per the investigation result, the item our warehouse received is not the one you requested a refund for. We regret to inform you that we cannot fully meet your expectations in this situation. We kindly recommend that you check whether the wrong item was sent. Our customer service department offered you a compensation plan on May 15. Please check your Temu account for more details.

Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 05/17/2025
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.

Dear BBB,
Thank you for forwarding Temus response. Unfortunately, I strongly disagree with the claims made in their reply.

I returned the correct item, in the original packaging, using the return label Temu provided. I have no control over what happens once it enters their warehouse system, and their claim that the wrong item was received lacks any supporting documentation or evidence. At no point was I shown a photo or description of the item they allegedly received instead. Despite my asking several times, they keep reverting back to their deflection tactics much like they're doing now.

Additionally, Temu charged me $7.99 for a second return label, even though the item was successfully sent back. Their compensation plan mentioned vaguely on May 15 was $20.00, which does not reflect fair restitution.

Essentially, they have:
1. Taken my money.
2. Taken the wig I sent them. (The one the seller sent me and I returned.)
3. Claimed I returned the wrong item, yet they also offered zero proof. (I asked several times to be shown a photo, but preferably video that proves the wig I sent the seller was NOT the wig they sent me, and I returned.
4. Charged me AGAIN for a label they issued, I didnt need, want and was unnecessary because they had the wig already.
5. Acted as if suddenly my English is so bad they no longer understand me.
5. Put me in a position now, if I ask my bank to dispute the charge, Temu will push me off their platform by blocking my account in order to punish me thus making tracking harder. This happened before when their logistics left my package on the street, and it was stolen. They argued that it was delivered despite it was left on a public street and was stolen, It was marked delivered.

This is not about a mistake on my part. I know what I returned. I never removed it from the bag because I could immediately see it was unlike what was advertised. I tried to report it and got the message to return it and that is what I did. I have attached the screenshot of the message.

If they think they received something else that is either due to warehouse error or an intentional attempt to minimize loss on their end.  This happens a lot with large retailers handling returns in bulk. One can tell by the photo I took of the wig and uploaded, and the photos of the sellers negative reviews that the hair is the same. Its the same wig. The same wig I received, I returned because it was hideous and nothing like the advertisement.

This experience has cost me both time and a significant amount of moneyover $83despite doing everything according to their return policy. I paid $49.69 with ****** and the rest with a $26.00 Temu credit, which equals $75.69, plus $7.99 for the other label they charged me for on May 7, brings the total to $83.68. I believe this situation represents unfair business practices and mishandling of customer returns.

I also would like to point out again that another customer on this sellers page reported the exact same experience like mine in her review. The probability of two unrelated buyers returning the wrong item is statistically negligible. Temu has a serious issue with its warehouse not its customers.

I the customer, shouldnt be made to pay for its mistakes especially with no proof being provided. I have a record of being a good customer and to be treated like this is beyond offensive. I would never do such a stupid thing as to send back a wrong item, and I'm also not hard up to steal a wig. I am being blatantly stolen from, not only money, but my time. This back and forth has been going on for almost a month, almost every day and several times a day with no fair resolution ever being offered and no proofonly their word, when they dont want to except mine, or my evidence.

I respectfully request that Temu provide a full refund for the original item and remove any additional label charges, or at the very least, offer a clear explanation supported by evidence of what they claim to have received. I sent back the same wig I received. I also have witnesses. The only civilized thing to do is to refund all my money.

Sincerely,
********* *******
Order # PO-211-02566351048233246
Business Response
Date: 05/27/2025
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 returned the item and we have double-checked the details with our colleagues in the relevant department. Based on the results of our investigation, the item received by our warehouse does not match the product for which the refund was requested. Unfortunately, were unable to fulfill your request under such circumstance. Our customer service department offered you an explanation and a compensation plan of a partial refund of $50 on May 27. Please check your Temu account for more details.

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. We appreciate you giving us another chance to serve you.

Best wishes,
*******
Customer Answer
Date: 06/02/2025
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.

Thank you for forwarding Temus response regarding my complaint. Unfortunately, their reply is unsatisfactory and lacks transparency.

Temu has provided no verifiable evidence (e.g., warehouse receipt, product photos, or tracking documentation) to support their claim that the I returned item was incorrect.

I returned the item unopened because it did not match the advertised product, a discrepancy echoed in customer reviews on *********************** platform. (Please see previous submitted screen shots)

Under Californias Unfair Competition Law (Bus. & Prof. **** *****) and general commerce principles, Temu is obligated to issue a full refund for a return of an item not as advertised.

Their offer of a $50 partial refund, without explanation, appears to be an attempt to dismiss rather than resolve the issue.

Additionally, I contacted the *************************************************** (*****) and learned that neither Temu nor its parent company, PDD Holdings, holds a California sellers permit. However, my order was fulfilled from a California warehouse (**************************************************), registered under ********************************, not Temu. As a California resident, I purchased from Temu.com, which collects California sales tax and operates in-state facilities, establishing a nexus.

This raises concerns about whether Temu is properly remitting sales tax, potentially undermining consumer trust and compliance with California law. I believe this context is relevant to my dispute, as it suggests broader issues with Temus business practices.

Most concerningly, Temu restricted my accountpreventing purchases, order modifications and returnsafter I disputed the charge with my bank. Disputing an inaccurate charge, as I did for a non-refunded return, is my right under the Fair Credit Billing Act (FCBA) for credit card payments or the *************** Transfer Act (EFTA) for debit card payments. It is not a privilege Temu bestows upon me. I am having issues with another purchase I made, and Temu has denied me the right to return that item. They warn that the dispute process could take months to resolve while at the same time forcing me to keep an item that is broken. By the time this matter is resolved the broken item will be well outside the return window. (See June 2, 2025, screenshot)

Retaliating against a customer for exercising these rights may constitute an unfair or deceptive practice under the ************************ Act or Californias consumer protection laws. I have attached the screenshot.

I respectfully request that the BBB continue mediation and urge Temu to:

1. Provide documented evidence supporting their claim, as previously requested, or

2. Issue a full refund and restore my account access, in accordance with California consumer protection laws.

Thank you for your assistance in resolving this matter.

Sincerely,

********* *******
Business Response
Date: 06/12/2025
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.

We have double-checked the details with our colleagues in the relevant department. Based on the results of our investigation, the item received by our warehouse does not match the product for which the refund was requested. Unfortunately, we are unable to issue a full refund for your order. However, to compensate for your time and effort, our customer service department offered you a compensation plan of a partial refund of $50 on June 3. Please check your Temu account for more details.

If you have additional evidencesuch as an unboxing video clearly showing that the package was sealed upon arrival and that the item inside matches what you returnedplease share it with our customer service team so we can further investigate the matter.

Additionally, we found that you have initiated several disputes for your orders before. We regret to inform you that you are currently unable to place orders on Temu due to risk control measures that we have undertaken. To ensure the security of your account, we are temporarily unable to complete your payment transaction.

If you have any other requests about this matter, please log in to your account and message our customer service agents, who are empowered to provide a quick and thorough solution.

Best wishes,
*******
Customer Answer
Date: 06/15/2025
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.

Dear *******,

Thank you for your response regarding my BBB complaint.

However, your message is troubling in several ways:
1. You first claim the returned item does not match the product I requested a refund for. Then you claim the item was damaged by me. These are conflicting explanations that cannot both be true.

2. If the item truly wasnt from your company, why are you offering a partial refund? If the item was from your company but damaged, why are you implying its my fault despite me following your return protocol and providing the requested photographic evidence?
3. Now you're asking for an unboxing videosomething never stated as part of your return policy. Most customers dont film themselves opening every package from every online retailer. That request is unreasonable and appears to be a tactic to deflect responsibility. Meanwhile, I have followed all requested steps and provided photographic evidence. You, however, have only offered wordsrefusing to produce any proof despite my repeated requests.
4. You mention risk control measures and cite prior disputes as the reason for restricting my account. That looks less like risk management and more like retaliation for holding your company accountable. I exercised my right to dispute a chargethis is America, after all. Your logistics partner left a package on a public sidewalk and marked it delivered. Unsurprisingly, it was stolen. Even with a police report, Temu refused to accept responsibility.
Its ironic that you brought up that dispute, because I used part of the credit Temu finally issued to make things right to purchase this very item. Now youre attempting to recoup those costs by falsely claiming I returned the wrong item or damaged it.
Additionally, I currently have another product issue that I am unable to resolve because my account has been blocked under the guise of risk control. This restriction prevents me from initiating returns or even working with customer service towards a resolution, despite legitimate grounds. They quickly revert to my dispute and just stop listening.
It appears Temu is deliberately blocking access to its own resolution mechanismseffectively barring me from any form of remedy. This is not customer service; it is coercive and exploitative. And it disproportionately ***** customers like me who dare to expect fair treatment and accountability.
Lets face it: this is retaliation. Temu is bitter that it had to issue a credit to make things right, in the first place. And this is the result.

I suggest you escalate this immediately to someone within Temu who still understands the meaning of ethicsand U.S. consumer law. Thank you.

Regards,
*********
Initial Complaint
Date:05/06/2025
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.
On February 2, 2025 I ordered a ********* Hack Squat Machine Combo from TEMU and recieved it on February ******. I set up a return with TEMU and the item was picked up by *** on February ****** and delivered to the merchant on February *******. Tracking # **********. The Item original form of purchase was with Affirm which is a lender for online purchases. Till now there has not been a refund issued to Affirm which has left me with the responsibility of paying this amount charged back after the item was returned. I have also reached out to Affirm and they have sided with TEMU. I called Temu today and spoke to a person named **** who stated that the merchant has recieved the item but I still have not recieved a 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 checked the order details and can confirm that we have initiated the process for a refund. However, since you have initiated a dispute on this order, your payment has been stopped by your payment channel. Please rest assured that we are actively engaging with the financial institution to expedite the resolution of the chargeback. We appreciate your patience during this time.

Our customer service department has also offered you an explanation through an email ticket on May 11. 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,
*******
Customer Answer
Date: 05/14/2025
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 # ********. I have reviewed the response from Temu, but still am not satisfied because I still have not gotten a refund for the merchandise that was returned. As soon as the refund has been issued, either to the creditor Affirm or myself I will not be satisfied and will not agree to close the case.

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.

Regards,
*******

Business Response
Date: 05/24/2025
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 reviewed your order details and found that you have initiated a dispute on the order, which has now been successfully processed. Therefore, the refund will be returned to you by your financial institution. You can contact your financial instituion for an update on the progress of your refund. Thank you for your patience.

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,
*******

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