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:04/24/2025

  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.

  Hello,I ordered 3 items from temu.com on 4/8/2025: a ****** Redmi 13C 5G smart phone and its screen protector, phone case , and it arrived at 4/18/2025, at once I found that the phone was not a US version, it seems to be an Indian or China version, so there's no way this phone can be used at **. Then I followed the temu return instructions to package all 3 items in the same box, and went to *** store, the *** sealed the box in front of me and put label on it. The return package arrived at temu warehouse on 4/23/2025, but on 4/24/2025, temu told me the box only contains the 2 cheaper items (the screen protector and the phone case), they claimed that there's no smart phone inside the box. I'm very angry and frustrated about it since I only took pictures on the original items without taking video or picture of the package box. During shipping I even put some plastic stuff so as to protect the smart phone, the package box is big to hold all 3 items. There's no way for me to keep the smart phone since it is a junk that can not be used at all, even to have a phone call in **. And I did googling and find many customers have the same issue, they returned all items but temu claimed some items are not received. This a scam from temu, they try to intentionally claim some expensive items are not received to reject refunding to customer. This shall be stopped right away.

  Business Response

  Date: 04/29/2025

  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 package has been fully refunded to you. 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.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on April 26. 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: 04/29/2025

  [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:04/24/2025

  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 been fighting with temu for weeks now over 383+ items that were returned, accepted,and counted into their warehouses without refunding me, I have spoken to at least 30 different people through their chat and over the phone and gotten nowhere, even thought one of their workers was the one who sent me that manifest,proving they received my additional items; Everytime somebody responds to my ticket it is someone different and they tell me I'm lying,the items don't exist,or I can't have my money back unless I can list the hundreds of different orders these items came from. First off: I don't work there, they were counted in and they all had bar codes on them to scan as well. And when I did make the foolish attempts to track down the hundreds of separate orders,the app or website would refresh and send me back to the top of the orders ******* this point I feel like they know they made a big mistake and are trying to just play dumb and hope I go away.Seems like a really big mess up to count in so many items and proceed this way. The documents attached were provided by *****"LORRS"HAPULIN. One of their " senior representatives".Please help **** am going crazy and I need my money back.I have a baby and everything is getting more expensive and harder by the day.I have a paper trail,they provided me with the biggest piece and are refusing to do right by it, one package has 194 EXTRA ITEMS and the whole refund amount was 8.66$! That should have been a glaring tip off right there for them.I thought the refund was only a couple hundred but it's got to be at least a thousand *********** of their employees messed up,counted the items in and now they are acting like it is one me to track down these items and fix their mistakes.Saying they can't move forward unless I sort through and itemized the 100's of separate orders,I feel like I'm not even talking to real humans over at Temu.Somebody checked them in.They need to fix this.I included the *** packing slip&conversations.

  Business Response

  Date: 05/03/2025

  Hello Alexi,

  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.

  Weve reviewed the order details you provided and can confirm that a refund has been issued for the items you returned. Our customer service team has been actively following up on this matter and will provide you with a detailed update on May 3. Please keep an eye on your inbox for further information.

  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:04/24/2025

  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.

  I placed an order that was to arrive by Easter. I saw the date had been delayed and called Temu. The *** informed me he put a cancellation in and if it was delivered implied it would be refunded. I asked the order not be delivered at all after it would have been too late. I purchased other items due to this!Now that the order arrived way past Easter, Temu is trying to charge me and keep money for me to return the absolute cheap wrinkled junk that was sent to me from ***** in a white, thin, unprotected plastic ********* want my full refund as I was told. I can also add, things are not what they appear to be. Every single item is so terribly made if wouldnt even be in the dollar store! I have waisted way too much time with their stupid app and photos of the junk. Its time to have bbb help me through this!

  Business Response

  Date: 05/02/2025

  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 a full refund for your package was issued on April 29. Please log in to your account to view 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,
  ******

  Customer Answer

  Date: 05/03/2025

  [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. 
  
  Thank you. The order delivery date was changed beyond Easter and I had cancelled the order. I wish the representative I conversed with next had sent a return label and not try to charge my for the return. 
  

  Regardless, I appreciate the resolution.

  My best,

  ****** ******

  
  

• Initial Complaint

  Date:04/23/2025

  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.

  For order PO-211-*****************, package 2 is lost. The tracking number for the package is ********************** ***** Based on the tracking history, no update since 4/19, and on 4/16 it arrived at ** and return to ** after that. Can you please refund these two items? Thank you

  Business Response

  Date: 05/02/2025

  Hello Mingda,

  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on May 1.

  You can track the shipping status and see the expected delivery date directly in the Temu app or on Temu.com. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive a $5 credit (for standard shipping) or $13 credit (for express shipping) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************).

  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  ******

  Customer Answer

  Date: 05/02/2025

  [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,
  
  Mingda Ju

• Initial Complaint

  Date:04/23/2025

  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 summary Order *************************** Order time:Apr 13, 2025 Items) total:$76.93 Discount:-$27.95 Subtotal:$48.98 Shipping:FREE Sales tax:$5.01 Credit:-$44.16 Order total:$9.83 Order summary Order *************************** Order time:Apr 12, 2025 Items) total:$13.41 Discount:-$4.63 Subtotal:$8.78 Shipping:FREE Sales tax:$0.90 Credit:-$9.68 Order total:$0.00 PO-211-***************** 4/12/25 2 free item PO-211-***************** 4/13/25 free item PO-211-***************** 4/14/25 free item I had a combined shipment 5 separate orders and along with a few free items that were all stolen by someone in my building. Ive stated to temu in the past to have the courier delivery packages to my apartment door, not downstairs for someone to possibly take it. With this delivery in particular, Ive contacted temu as soon as I had checked downstairs to retrieve my delivery which the notification was sent an 1hr later to my phone. I immediately contacted Temu and they stated that it shows out for delivery on their end. They asked me to wait 24hr which didnt work because there was the proof of delivery photo taken. Ive taken screenshots and sent to that representative and another hr goes by into our chat, thats when the status had switched to delivery on their end. This is the issue now, that representative submitted a ticket request to higher up department to assist with reshipment or a refund. I provided an alternative shipping address which is a private home where my son resides and this package was for him. The next day, the representative with the support team closed out the ticket and denied me a refund and reshipment. Ive had even tried calling the courier but no luck that day. I called Temu and spoke with another representative via phone again about this issue and how the case was closed out. They keep saying that they dont want to loose me as a customer and to be patient. No supervisor called me back neither as promised.

  Business Response

  Date: 04/29/2025

  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 package has been refunded to you on Apr 25. 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 April 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******
  

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I ordered items from Temu and never received anything I have been contacting them for weeks now and they keep saying the items was delivered I even told them I have cameras and the cameras show there was nothing delivered and they still keep saying theres nothing they can do and I even offered to send them the footage on my camera but they didnt give me a email to send it to nor did they tell me to send it I asked for a refund and they have been telling me for weeks that they are going to escalate the issue and have t reached back out to me and every time I contact them they are giving me the runaround as you can see in the video a truck rode by but never stopped

  Business Response

  Date: 04/29/2025

  Hello Lashawda,
  
  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 video you provided, however, since the video does not include a timestamp, we are unable to determine if the package was not delivered. To assist us in resolving this matter more effectively, we kindly ask that you provide surveillance evidence that includes a timestamp. This will help us verify the situation and take appropriate action.
  
  Our customer service department has also offered you an explanation through an email ticket on April 28 and has been following up on this issue. 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: 04/29/2025

  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.
  Helloo have resubmitted videos and pictures and hopefully this will resolve the issue because I never recieved anything and nothing was delivered to my address maybe it was delivered to another address because I be receiving packages for ********************** which is not my address and I also sent a picture of a package i received yesterday with that address on it 
  FAQ
  
  Regards,

  Lashawda

   

   

  Business Response

  Date: 05/07/2025

  Hello Lashawda,
  
  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 providing your feedback and the video evidence. Upon careful review, we have found that we did not receive the necessary video that contains a visible timestamp. To further investigate this matter and ensure a thorough review, we kindly request that you provide a surveillance video that includes a clear timestamp. This will help us confirm whether the package was indeed not delivered within the expected timeframe.
  
  We look forward to receiving this video so that we can promptly address your concerns and work towards a resolution. Thank you for your understanding and cooperation.
  
  Our customer service department has also offered you an explanation through an email ticket on May 4. 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: 05/07/2025

  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
  Hello I sent the video and also pictures the way the video shows up is the way I sent it and Temu is trying to rip me off and that is why they keep saying that cant except the video if I have to take legal action I will because I know nothing was received this has been going on for almost 2 months now and no one is keeping my money if I didnt receive what I payed for
  Regards,

  Lashawda

   

   

  Business Response

  Date: 06/04/2025

  Hello Lashawda,
  
  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 has emailed you on June 4 to request a surveillance video that includes clear timestamps. 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:04/22/2025

  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.

  holding my $151.88 after I returned 3 rugs

  Business Response

  Date: 05/02/2025

  Hello Maryland,

  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 the three mats have been 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:04/22/2025

  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 had place a order with Temu and I got a email stating that it was delivered when I went to look it was not delivered to my new address they delivered it to the wrong place. All I want is bmy money back.I text Temu and all they are doing is playing games with me now. I had enough of it. I want something done to them.

  Business Response

  Date: 05/01/2025

  Hello ****,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We apologize for any inconvenience this may have caused. Upon checking, our customer service team has been working diligently with the 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. We appreciate your patience during this time.
  
  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:04/22/2025

  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 purchased an item on Temu (order shipped by *****). ***** marked the package as "delivered," but I never received it, and the signature provided by the courier company does not belong to me nor correspond to any authorized resident at my address.I reported the problem to both ***** and Temu and submitted the relevant evidence, including the incorrect signature. However, Temu has rejected my claim three times, refusing to offer a refund or solution, even though the product clearly did not reach **** paid for the order through Klarna, and I have already initiated a dispute with them while this is being resolved. I believe Temu is ignoring its responsibility as a seller by not ensuring that the product reaches the customer or at least issuing a refund in cases like this. I paid ****** on klarna the total is ******, the ** of the order is PO-211-*****************, the date was april 8 2025

  Business Response

  Date: 05/01/2025

  Hello Yoan,
  
  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 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. We appreciate your patience during this time.
  
  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: 05/01/2025

  I am rejecting the business response because the issue is still unresolved.
  I apologize for responding at this hour; I was working and unable to reply earlier.
  Temu and ***** marked the entire order as delivered two weeks ago, with a provided signature, but today (May 1, 2025, around 5:00 PM) I only received part of the order (the solar generator). The solar panel is still missing.
  Additionally, it is concerning that Temu only began fulfilling the order after I filed formal complaints with Klarna, BBB, and the FTC.
  I respectfully request that Temu either immediately deliver the missing solar panel or issue a partial refund.
  Thank you.
  

   

  Business Response

  Date: 05/14/2025

  Hello Yoan,
  
  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 how frustrating it can be not to receive a package, and we would like to assist you in resolving this matter as quickly as possible.
  
  We have checked the details you provided and con confirm that the package was delivered on May 1, 2025. If possible, our customer service department would greatly appreciate it if you could provide any available evidence, such as door camera footage or building security footage from around that time showing no delivery attempt. They contacted you about this issue on May 13. Please keep an eye on your inbox and respond to them with more details.
  
  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: 05/14/2025

  I am rejecting the business response because the issue, although physically resolved, was handled poorly and dishonestly.
  
  
  Temu originally marked my order as delivered on April 16, with a delivery signature from someone I do not know. My refund request was denied, and my support ticket was closed on April 21 without resolution.
  
  
  I did not receive the full order until May 1, and only after I filed formal complaints with Klarna, BBB, and the **** Even then, Temu did not reopen a new support ticket until May 13.
  
  
  Additionally, the Temu app still incorrectly shows that both packages were delivered on April 16, despite their own later confirmation that delivery occurred on May 1.
  
  
  I respectfully request that Temu acknowledge the mishandling of my case and offer appropriate compensation such as store credit or a discount for the unnecessary stress and delays this caused.
  
  
  Thank you for your support in helping ensure customer accountability.
  
  

  Business Response

  Date: 06/09/2025

  Hello Yoan,
  
  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.
  
  Our customer service department offered you an explanation and a compensation plan through an app message on May 19. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:04/22/2025

  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.

  Date of Transaction: March 02, 2025.The amount paid to Temu for the purchase: $298.88 Temu committed to providing me with a full refund due to the wrong product being sent, and the courier was a No-Show.The Nature of the dispute is that Temu advertised the wrong product. Once the incorrect product was sent, Temu Reneged on what was promised to me.Temu asked me to cancel all returns and dispute requests that I filed with my financial institution and Temu, to expedite my refund.Once, I honored Temu's request. Temu reneged on what was promised to me and then blocked my number from calling **************** and the After-the-Sale-Team.I am extremely frustrated after over 30 days of unresolved issues and false promises regarding my order. I ordered a California King-size bed set, but instead, I received the wrong product. Despite multiple follow-ups, I have yet to receive my refund, and the ongoing delay has caused significant inconvenience.I was explicitly told by your customer service and after-sales teams that **I do not need to return the incorrect product**. This reassurance was critical, especially given the carriers no-show and the constant runaround Ive experienced. Yet, no resolution has been delivered, and my case remains unresolved.This situation is unacceptable. I demand that you prioritize refunding me and honoring the assurances given. No return of the wrong product should be required, as promised.I expect prompt action, as I have been more than patient through this frustrating process.Please, see the attachments below to confirm the validity of my statements.Thank you for your immediate attention.This has been a Nightmare!

  Business Response

  Date: 05/01/2025

  Hello ****,
  
  I am ******* from Temu.com. Im 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 found that we have approved your refund request. 
  
  However, since you have previously initiated a chargeback with your financial institution, the refund will be issued after the dispute is resolved. Please rest assured that our customer service team is currently working with the financial institution to process your refund. This may take a little time, and we kindly ask for your patience while we complete the necessary steps. 
  
  Our customer service department has also offered you an explanation through an email ticket **************** on Apr 28 and has been following up on this issue. 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,
  *******