Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Shopping.

Complaints

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

Customer Complaints Summary

4,753 total complaints in the last 3 years.
2,154 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:08/09/2024
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 purchased a shoe bench from Temu and didnt receive the item and because it said delivered they wont refund my money and I didnt receive this item walked all around my complex with my sister looking for it and knocked on my neighbors doors and no one seen it been to the mailboxes and not there *** and they still dont want to fix this issue and to me thats stealing from my hard earned money.
Business Response
Date: 08/22/2024
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 reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 10. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.

We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. 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:08/09/2024
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 purchase this pet feeder and it came broken. They won't give me my money back
Business Response
Date: 08/21/2024
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 partially refunded on August 15. $0.19 has been refunded to your original payment channel and $9.45 has been refunded to Temu Credit balance. 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. 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 dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:08/09/2024
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.
It said a pillow and it isn't a pillow it is like a pin cushion. I am disable ad I was hit by a car. I have try several times to get my money back because I don't have money to waste but they have refused.
Business Response
Date: 08/16/2024
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 with the pillow has been fully refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. 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.

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:08/08/2024
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.
This is in reference to order number PO-211-*****************. I ordered a shed from Temu.com. 4 very large boxes over 40 pounds each arrived today. I opened the boxes to find this most definitely did not match the description on the website. I went to the website where it simply said free returns. I initiated a return for them to contact me and say I would have to pay hundreds of dollars out of my pocket to return it and they would "reimburse" me after I showed them a receipt. I asked if they could initiate some sort of RMA or send me the shipping labels in which I would take them to whatever carrier they wanted. A customer service agent by the name of "************" was completely unwilling to help and just kept pasting the same response over and over. I asked to speak with a supervisor and then was told that someone would be in contact with me within ************************************************* I had additional questions and he would not answer me back. I need them to honor their return policy and take this back. No where does it say that I have to pay for shipping, which would cost hundreds and hundreds of dollars and hope to be reimbursed. I sincerely need help! I feel completely taken advantage of and this company is unwilling to help.
Business Response
Date: 08/16/2024
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 that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.

If you are not satisfied with the shed 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 ****************************************************************. Our customer service department has also offered you an explanation through online chat on Aug 11. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

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:08/08/2024
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.
A product being sold through TEMU is a cloud based proprietary service. I have now been billed $149.00 twice for service. After recieving 2 days of service out of 365 days, Kami, (security cameras also purchased at $100 value thru TEMU) has been cancelled altogether by ****.The payments have been accepted and received but the service has been cancelled by the cloud service (KAMI).There is no way to contact them or resolve the issues at hand. I was also billed for a lesser service. It was the reason for asking for a refund on the lesser service because I opted for and payed for a premium plan.After I sent email to rectify the request for a refund on the lesser plan, they charged me the second payment of $149.99 today to restore it without my permission.They sent me an email saying ABSOLUTELY NO REFUNDS".My bank will only take a dispute on the matter because it was an instant payment.Apparently while looking for contact information, a pop up requesting I purchase a new plan was billed again when I tried to go back. (Resulting in the second unauthorized charge today
Business Response
Date: 08/15/2024
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 that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.

If you are not satisfied with any items you received (e.g. security camera) 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 ****************************************************************.

The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

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:08/08/2024
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.
Temu claims their policy that their first return is free especially for their first order. I ordered couches but was asked to return them and pay for shipping in advance. And now teem is giving me store credit for the shipping fees of $1968. And they say they cannot convert credit to a refund money is stuck in their platform
Business Response
Date: 08/15/2024
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 ($821.75) has been fully 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 emailed you and offered you an explanation through an email ticket on Aug 8. The return charge ($1968.08) will be refunded as form of Temu credit. 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 dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 08/15/2024
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 contacted support multiple times talked to 3 supervisors (***, Bao) and they said the shipping fees would be returned to my card. The calls are recorded so please review them they promised me a refund not credit. The policy states first return is free and money is stuck in your platform. Not free if its stick in your platform. I want my shipping fees refunded back to my card. The policy says reimbursement not credit that can be used in a future purchase. This is unacceptable I want my refund of $1968.08

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: 08/23/2024
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 double-checked the order details you provided and can confirm that your order ($821.75) has been refunded to your original payment channel. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 8. The return charge ($1968.08) will be refunded as form of Temu credit.

To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.

Best wishes,
*****
Customer Answer
Date: 08/26/2024
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.
[According to your policy, the first return for an order should be free of charge.

However, I was charged [$1968.08] for the return shipping. I am writing to demand an immediate refund of the shipping charges applied to my return of order. According to your stated policy, the first return is free of charge. Charging me for this return is a violation of your own terms.

I expect a prompt refund to my original payment method. Failure to comply may result in further action to enforce this right.
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: 09/25/2024
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. To honor our promise of a free first return, your return fees of $1968.08 were fully reimbursed to your Temu credit balance on Jul 28. Temu credits are available in your balance within 3 minutes and can be used immediately. Please note that Temu Credits do not expire and remain valid indefinitely.

In addition, if you would like to withdraw the money from Temu Credit balance, please log in to your account and message our customer service agents who are empowered to provide a quick and comprehensive solution for you. For more information about Temu Credit policies, please visit: ********************************************************************************************************.

To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.

Best wishes,
*****
Customer Answer
Date: 09/25/2024
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.
[
Ive contacted customer service multiple times about my refund, yet it hasnt been returned to my credit card as requested. Offering store credit isnt a solution since I cannot use it outside your platform. This issue arose because Temu didnt provide a return label, which is your responsibility per policy first return free.

I DO NOT ACCEPT CREDIT AS A SOLUTION. Please refund the amount directly to my card as soon as possible. What actions have you taken ***** or your customer service team? Calls are recorded and there is a history of my tickets.
Can your team please initiate the withdraw process you claim because your customer service team and supervisors have failed to do so.

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:08/05/2024
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.
Item returned. Requested refund to original payment. Was given a credit in amount of purchase to use for further purchases. Not original payment. Have contacted numerous times. By robotic texts. Apologize say will help. .then say can't. Just want my ***** refund. Cam only communicate electronically. .conflicting answers. No resolve
Business Response
Date: 08/12/2024
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 are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.

We have reviewed the details you provided and can confirm that you paid the full credit amount of $17.48. Please be aware that since your purchase was made using Temu Credit, the refund will be issued in Temu Credit. We have successfully processed a refund of $17.48 to your Temu credit balance on July 24. Our customer service department has also emailed you and offered you an explanation through an email ticket on Aug 7. 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 about the refund, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:08/05/2024
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.
returned 4 items in **** return. stapled 2 small items to return receipt that was included inside of bag. temu gave me credit for 2 items a dress and a hat but said they did not receive 2 toe rings. they originally came in 2 small baggies 2"x3" I have had issue with temu saying smaller items were not included before but upon further investigation they found the items. This time I stapled them to the return receipt so they hopefully would not get lost in the packaging.,
Business Response
Date: 08/12/2024
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 make it up to you, we have issued a refund of $5.59 to your Temu Credit balance on May 30th. Temu credits are reflected in your balance within 3 minutes and can be used immediately. Our customer service department has also emailed you an explanation through an email ticket on the same day. Please check your inbox for more details and respond accordingly if you have any further 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: 08/12/2024
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 read the response from Temu on my complaint. They responded they refunded my account on May 30 in the amount of $5.59, which they did for a return made back in May. This complaint is not on that order or that return. It is for two toe rings returned on 7/24/24 along with two other items that they refunded. The total amount of the two toe rings is $8.21. Original order number PO-211-***************** placed on 7/12/24 for the v shaped toe ring and order number PO-211-***************** for the mermaid tail toe ring placed on 7/4/24. Both were included in the **** return parcel with a tracking number of ************************** that was received by Temu 7/27/24.

Thank you,
*********************
Business Response
Date: 08/21/2024
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 items and we have double-checked the details with our colleagues in the relevant department. As per the investigation result, our warehouse hasn't received all the items. We feel regretted to inform you that we cannot fully meet your expectation in this situation. Plus, we have initiated the refund on the items that our warehouse has received for now. $43.21 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 offered you an explanation through online chat on Aug 5. 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 need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 08/21/2024
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 is again citing credits for a different return. There were multiple items returned from different orders. Yes, I did receive a temu credit for some of the items. But they did not give me credit for 2 toe rings, from 2 different orders that were part of the return package. The credit they gave me was for a hat and a dress.

Below are the Return ID's for the 4 items included in the return. Total credit should have been $25.68, received credit of $17.47 short $8.21

Return ID **************************** dress $9.44 credit received
Return ID **************************** hat $8.03 credit received

Return ID **************************** toe ring mermaid tail $3.59 credit denied
Return ID **************************** toe ring V $4.04 credit denied

Business Response
Date: 08/30/2024
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 double-checked the details with our colleagues in the relevant department and can confirm that our warehouse hasn't received the toe rings. We feel regretted to inform you that we cannot fully meet your expectation in this situation. Our customer service department has also offered you an explanation through online chat on Aug 5. 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 need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 09/03/2024
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 do not know what else to do. Temu has tried to say they refunded these toe rings while referencing other returns. These were returned andTemu has not given me credit for the.

[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,
******
Initial Complaint
Date:08/04/2024
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.
Hello! Here is order number: PO-211-*****************. Unfortunately, my mother just tried out her Mother's Day gift and noticed that there was no Worldwide USB Charging Cord included with the Rechargeable Callus Remover. For the debit card ending in 3821, I would like a refund as compensation for the issue this has caused?
Business Response
Date: 08/13/2024
Hello Cordarius,

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 that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.

If you are not satisfied with the Rechargeable Callus Remover 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 ****************************************************************.

The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.

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: 08/15/2024
Dear Temu,

I trust this message finds you well. I am reaching out regarding order number PO-211-*****************. Regrettably, upon using the Rechargeable Callus Remover, it became evident to my mother that the Worldwide USB Charging Cord was not included. This item was a Mother's Day gift, and she just now realized it upon trying to use it. The purchase was made on April 14, 2024, and regrettably, it is now beyond the 90-day return period. Therefore, I am kindly requesting a refund to the debit card ending in 3821 as a form of compensation for the inconvenience caused?

I will also be attaching relevant images for your reference. Your prompt attention to this matter is greatly appreciated. Thank you for your assistance.

Sincerely,
*************************

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
Business Response
Date: 08/28/2024
Hello Cordarius,

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 that this may have caused.

We have checked the details you provided and are sorry to inform you that we cannot support your refund request as it has exceeded 90 days after your order was submitted. Please understand that Temu's return and refund policy has a return window of 90 days after the day of purchase. Much as we would like to help you with the refund, we also need to respect the technical limitations of the system. Thus, we apologize that we cannot meet your expectation this time.

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:08/03/2024
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 put a couple of items in my cart stepped away from it to send my son off to work.. I came back to shop some more to see that they processed the two items without any authorization not even an email confirmation until ******************************************************* my cart which also were at a higher price. I was going to probably buy other items at that time I was livid and demanded a refund and was told it would take up to 14 days to get it back they offered no compensation and I advise them that this was a crime.. I believe this is larceny
Business Response
Date: 08/12/2024
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 fully refunded. $34.51 has been refunded to your original payment channel and $0.03 has been refunded to Temu Credit balance. 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. 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 dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Active Filters and Sorting

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Temu.com is NOT a BBB Accredited Business.