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:04/19/2025

  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 demand a refund for a faulty item I received on 4-17-2025. However, 4-19- 2025 I opened the package. It will not stay powered on and a lens is missing. Today I spent $36 for batteries and SD card. That's when everything came to play. I did contact the vender and sent them a photo, still they're impossible. Returning the device is impossible. I AM FED UP AND WILL NEVER BUY FROM THEM AGAIN!!!

  Business Response

  Date: 04/25/2025

  Hello ******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been refunded to your original payment channel on Apr 24. 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,
  ******
  

• Initial Complaint

  Date:04/19/2025

  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 was over billed by this vendor. I paid from my bank account $85.86 for merchandise and was then billed by their affiliated vendor Affirm for the same merchandise for $89.13. When I called both companies they refused to acknowledge the error insisting that I purchased additional merchandise which I did not. Attached are the orders I placed paid for and received from Temu. Any assistance would be greatly appreciated.

  Business Response

  Date: 04/25/2025

  Hello *****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We are committed to resolving this issue as soon as possible. According to our latest internal information, our customer service team has reached out to you via email on April 25 to provide assistance and has been following up on this issue. Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 05/06/2025

  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. 

  Screen shots from my bank are included in the Better Business Bureau Complaint. 

  Customer Answer

  Date: 05/06/2025

  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. 

  Screen shots from my bank are included in the Better Business Bureau Complaint. 

  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. Based on the images you provided to BBB, we can see deduction records for $46.47, $10.00, and $25.46. Upon review of these screenshots, we have not identified any duplicate charges.
  
  If you have a complete transaction record for the $89.13 charge you mentioned, or any other transaction screenshots that were not successfully uploaded, we kindly ask that you send them to our customer service department through ******************** or the Temu app live chat. This will allow us to further investigate the situation for you. Thank you for your understanding and cooperation.
  
  Our customer service department has also offered you an explanation through an email ticket on May 6. 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: 05/15/2025

  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.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:04/19/2025

  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 company shipped my package in there nasty garbage a used pet cup box and used plastic wrap from there palits

  Business Response

  Date: 04/25/2025

  Hello ********,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have carefully investigated your issue and kindly suggest that you apply for Returns and Refunds, because the merchant is unable to process a refund without the return of items. 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 emailed you and offered you an explanation through an email ticket on April 22. 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: 04/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:04/19/2025

  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.

  Issued full refund but I didnt receive a full refund. **************** provided 0 help even after I had shown. *****

  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. Upon checking, we have confirmed that the refund of both 2 orders has been fully processed to you. Regarding the refund details, our customer service department has offered you an explanation through an email ticket on April 29. 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 have failed to provide proof of these refunds that you claim you processed in full considering I have not received a full refund as shown in the photos provided already. I paid $138, and received only $77 back which means there was $61 missing from the full refund I want my $61 that is owed to me. Your processing a second refund without my permission when I didnt request it all I have requested this entire time was for the remainder of the refund that was supposed to be processed April 10 when its now April 29th. In the chat, you provided a table chart showing literally a bunch of random numbers that have provided zero information on what refund youre referring to or what refund you just issued back thats gonna take 3 to 5 days. with how your company operates Im not even sure that you refunded another order again without my permission for an order that you have not specified. I do highly suggest that you provide through your chat a description of what order youre refunding how much like you did prior I will provide a photo here so the Better Business Bureau is also aware of what Im referring to. The first few photos are of the nonsense they sent to me via the chat that theyre telling me to go look at here on the Better Business Bureau. And the final photo provided is how team actually shows that they have processed a full refund which not gonna lie. I did not happen today in the chat that is from April ******************************************************************************************************************** the rest of my refund, even though they are the ones that issued a full refund for the defective item. 
  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: 05/08/2025

  Hello ******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for reaching out regarding your order placed on March 3rd, totaling $276.67.
  
  Wed like to provide a detailed summary of the refund process:
  
  On April 10th, a partial refund of $215.66 was issued to your original payment method, leaving a remaining balance of $61.01.
  
  On April 29th, a second refund of $48.99 was also processed to your original payment method, reducing the remaining balance to $12.02.
  
  Upon reviewing your account, we noted that you had submitted multiple price adjustment requests in March. The total amount refunded from those adjustments was $12.38, which was credited to your Temu Credit balance. Please note that this credit has already been used and, as per our policy, Temu Credit cannot be withdrawn or refunded to an external payment method once applied.
  
  In a word, the order you placed totaling $276.67 has been fully refunded. Our customer service department has also offered you a detailed explanation before. 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,
  *****

  Customer Answer

  Date: 05/12/2025

  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.]

  Temu has still failed to return the full refund as they issued in April on the 10th. They failed to return $12. After I had to fight with them for over a month to recieve the $48. Temu owed me $61 after the mess up. And continued to harass me with the help of afterpay by sending in random cent amounts and claiming it was a refund. There is still $12 unaccounted for as the only refunds received were not in full. And still missing the remaining money. The photo is to show the harassment they issued and claimed to be a refund though nothing I ever purchased anything in cents amounts. And they claim they sent it for price adjustment which is incorrect price adjustments go to Temu credit balance. Temu has only lied and connived in hopes to cover up not returning the full refund. I have all the record of them saying I didnt return the whole order when it was only 1 defective unusable item that the refund was requested for. 
  I am sure we can all do math, $138 paid, $77 was the original full refund amount received. Thats not correct and since only received $48, leaving $12 unaccounted for. I provided a photo of the harassment they issued. Most backs give an online notification for deposits. And they issued 7 different cent amounts not the $12 on the same day they issued the $48. A whole month of fight for my own money and they didnt even return it fully. Bad company, bad ethics and even worse costumer service as they repeat things that are irrelevant like some kind of robots. Closed my ticket numerous times before the issue was fully dealt with and continues to lie so they dont return the rest of my money the is owed from this refund. 
  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: 06/09/2025

  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 checked the details you provided and confirm that you had submitted multiple price adjustment requests in March. The total amount refunded from those adjustments was $12.38, which was credited to your Temu Credit balance. Please note that this credit has already been used and, as per our policy, Temu credits cannot be withdrawn or refunded to an external payment method once applied.
  
  In conclusion, the order you placed totaling $276.67 has been fully refunded. Our customer service department has also offered you a detailed explanation before. 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,
  *****

  Customer Answer

  Date: 06/09/2025

  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.]
  

  TEMU LIES. They did not fully refund and I have proof of it. The in fact still owe $12 something to make it a full refund. I will not accept their response because it took months for a partial refund. Which they gave back in small instalments. Not totalling the amount for a FULL refund. 
  
  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:04/18/2025

  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.

  I recieved an email 10:33 am and 3:31 pm today stating thank you for support we are giving you $65.98 credit when I go to retain it, it turns into a 95% off. Then when I go to check out it says I need to spend ***** to get my item to receive a 300 coupon bundle. How are they giving me something for free yet I still have to pay for something.When I called customer service they honestly tried to bribe me after stating I was going to connect the BBB

  Business Response

  Date: 04/25/2025

  Hello *******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry you are experiencing difficulties with our promotional activities. Upon checking, we found that you participated in the activities "Farmland" and "Redeem Coins". Please rest assured that our activities are real and valid and will have different difficulties depending on the value of the prize. Please refer to the rules on the event page and take the results shown on the event page as the basis. Our customer service department has also offered you an explanation regarding the activity rules and progress through an email ticket on April 23. 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 detailed explanation of the specific activity, please send us more proof (i.e. screenshots of the activity) by messaging us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a set of stacking terrriums from Temu plus one extra terrarium. I got damaged products and the wrong size. One of the damages was a piece of broken tempered glass. I first asked if they would send me a new piece of glass to replace the broken one. They refused. I then told them I wanted a refund (based on their refund policy). However, they let me know that when they received the boxes back, they would examine the product and then if there was no damage, they would give me a refund. Well, there would be damage because they were damaged before they got here.I was afraid that if I sent them back, they would not give me a refund and then I would have nothing. The other issue was that we didn't believe we would be able to package them in the original boxes and again, they would be vunerable to more damage on the way to return. I explained all of this to them. No respnse. Since I made the mistake of purchasing from them, I have heard all kinds of negitive things about them. I am not a happy customer. I paid $668.51. This was for three of the wrong size tgerrariums, with one being damaged so it cannot be used (one of a set of two). I believe they should give me a refumd. The single terrarium is the wrong size, but I could tolerate it if they would reimburse me for the double set. The double set was $426.29 (Reptizoo Tempered Glass, RK0221TWO/BLACK. The single one was $190.99. Reptizoo, Large, Reptile Terrarium.

  Business Response

  Date: 04/24/2025

  Hello *******,

  Im ******* from Temu.com, and Im reaching out regarding the complaint you filed through the Better Business Bureau (BBB). A copy of this message has also been shared with the BBB for their reference.

  Thank you for your feedback, and we sincerely apologize for any inconvenience this may have caused.

  To better assist you, please provide our customer service team with clear photos or a short video showing the defect or issue with the item. This will help them further verify the issue and provide appropriate assistance. They will contact you about this issue on April 24. Please keep an eye on your inbox.

  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 regards,

  Best regards,
  *******

• Initial Complaint

  Date:04/18/2025

  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 50 orders on one single item, they only send me 1 order but charge me full price base on 50 orders. I've tried contact the seller and Temu, they issue me 1 order refund which is $0.96 and still holding the rest of my money.

  Business Response

  Date: 04/25/2025

  Hello Wei,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked your order details and found that you have initiated a dispute on the order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. If your chargeback has been unsuccessful, we will issue a refund for your order.

  Our customer service department has also offered you an explanation through an app message on April 20. 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 further assistance, please message us through Temu.com or Temu app live chat.

  Best wishes,
  ******

  
  

  Customer Answer

  Date: 04/25/2025

  [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:04/18/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Temu . I recently placed an order with them. Out of eight items I purchased, 2 were missing entirely, and one of the items delivered was damaged and unusable. i even provided them picture proof.Despite my attempts to resolve this directly with Temus customer service, they have refused to issue a refund for the missing and faulty items. This is unacceptable and appears to be a pattern of dishonest business practices charging customers for products that are either never delivered or arrive in unusable condition.I have kept records of the transaction, including receipts, product photos, and chat logs with customer service. If this matter is not resolved immediately with a full refund, I will be left with no choice but to initiate a chargeback through my bank and escalate the issue further as a case of fraud.I urge the BBB to look into this companys practices, as I am not the only customer facing such issues based on numerous complaints online. This is the last time I will be ordering from Temu, and I hope appropriate action is taken to hold them accountable

  Business Response

  Date: 04/24/2025

  Hello Zee,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked your order details and found that you have initiated a dispute on this order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. 
  
  Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company and we will be more than happy to assist you with your request. 
  
  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:04/18/2025

  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.

  Transaction Date: April 1, 2025 Amount Paid: ****** AZN (approximately $61.60 USD)Nature of the Complaint: The package is marked as delivered, but I never received it.april 2025, I placed an order on Temu. The tracking information and online receipt show that the package was delivered to my home address. However, I never received the package. Furthermore, the delivery receipt provided by the courier does not include my signature, even though there is a designated section for the recipient's signature. This raises serious doubts about whether the package was delivered to the correct person.Additionally, the courier company sent me a WhatsApp message instructing me to pick up the package from their branch office instead of delivering it to my home address, which contradicts the official delivery confirmation. Despite this inconsistency, Temu insists that the item was delivered correctly.I submitted all this evidence to Temu, including the unsigned delivery receipt and the couriers message. Nonetheless, the company repeatedly closed the case with the claim that the delivery was completed. Their customer service has not addressed my concerns or conducted a proper investigation into the matter.I have now received multiple generic responses from Temu stating that they will not refund or resend the order. They failed to verify the authenticity of the delivery, ignored the lack of signature, and did not acknowledge the clear contradiction in the delivery process.I believe this case is a violation of consumer rights. I am asking for a full refund or, at minimum, a proper escalation and investigation of this issue by the appropriate department. I am providing all available evidence and expect this matter to be treated with the seriousness it deserves.I provided all supporting evidence including the unsigned delivery receipt and the couriers message directing me to pick up the package elsewhere. Still, Temu refuses to resolve the issue.

  Business Response

  Date: 04/25/2025

  Hello Huseyn,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a refund for your order. We have investigated this issue and our team has confirmed that the correct items were successfully delivered on Apr 14.
  
  Our customer service department has also provided an explanation and sent the signature proof of delivery provided by the carrier to you via email ticket. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter. We also recommend that you contact the carrier directly to inquire about the whereabouts of the package and request further assistance.
  
  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: 04/27/2025

  Better Business Bureau: Isletmenin gnderdigi yaniti inceledim ve yanitin sikayet # ******** ile ilgili sorunlarimi ve/veya endiselerimi karsilamadigini veya zmedigini belirledim. Ltfen ret yorumlarinizi asagiya ekleyin; herhangi bir ayrinti saglamazsaniz sikayetiniz Cevaplandi olarak kapatilacaktir. 

  [Bu zmden neden memnun olmadiginizi ayrintilariyla belirtmelisiniz. Reddetme nedeninizi girmezseniz, sikayetiniz Cevaplandi olarak kapatilacaktir.]
  
  Isletmeler ve Msteriler sikayetlere yanitlarinda medeni, nazik ve kibar olmalidir. BBB sikayet srecine katilirken profesyonel ve retken kalmak nemlidir.
  
  SSS
  
  Saygilarimla,

  Hseyin

   

   

• Initial Complaint

  Date:04/18/2025

  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.

  Purchased 8 items from Temu on April 7, 2025. Order number: PO-037-***************** On April 15, I received a notification that my package was delivered. I checked our Ring camera footage - as there was no package left at our doorstep. The camera showed the delivery driver approach the door, toss the package to the ground, take a photo and then proceeded to pick it up and leave. I then went to get a refund/re shipment of the items to which a few have now been sold out. I believe these drivers need to be held accountable for these actions.

  Business Response

  Date: 04/24/2025

  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. We apologize for any inconvenience this may have caused. We have investigated your issue with the relevant department and our team has confirmed that the reshipment of your order was arranged on Apr 16. In addition, due to out-of-stock of one item, it has been refunded to your original payment channel on Apr 16. 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. 
  
  Furthermore, we truly appreciate you bringing it to our attention. Please be assured that we are continuously working with our logistics partners to optimize our package transportation management and improve the quality of our services. Our customer service department has also offered you an explanation through online chat on Apr 16. 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,
  *****