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:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Ordered a couch for ****** from Temu. The couch has no frame and no support. I filed a return which they approved. They sent me 1 shipping label and not 3.(the couch comes in 3 boxes)UPS took 1 box, so now In have 1 part of 3 sitting in **********, and the other 2 boxes still here in ******. They refuse to provide me 2 more shipping labels to complete the return. They are now telling me I must pay the extra 300 dollars it will take to self ship item back. Now I'm out refund and no complete couch? They have basically taken 760 dollars from me, and now have half of the couch I purchased..It occurred on: 26/03/2025 This meant that The 2 weeks of frustration and countless hours on the phone and over *********************** personal anguish and no time to do anything else around work. It has cost me ****** for nothing????All I ask is simply supply 2 more shipping labels to finish return. They shipped in in 3 boxes, I need 3 return labels.

  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 are willing to offer you $100 credits 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,
  ******

  Customer Answer

  Date: 05/06/2025

  [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:04/17/2025

  Type:Billing 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 keeps offering me discounts credits cash transfers and late credit but when I go to my cart it automatically trys to or takes the full payment from my card! I have 400 credit Offer and a 150 cash transfer offer and Five dollar late credit that I never get. Then they say they will give you 20 percent discount and the things you buy dont even look like the picture. Fraud false advertising and trying to take my money and not keep there offered deals or terms

  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 and we are sorry you are experiencing difficulties with our promotional activities. We assure you that our programs are genuine and effective. Regarding the $400 credit offer you mentioned, our records indicate this refers to a coupon bundle that is available through our "Buy and Get Coupon Bundle" event. The rules for this promotion require you to select four items on the event page and successfully place orders within the timeframe in order to receive the coupon bundle reward.
  
  Furthermore, we cannot identify the $150 cash transfer offer, however, we find a $130 credit offer related to our "Win Credit" event. You need to fill the coin progress bar to earn the reward. We advise you to carefully read the activity rules and complete each step according to the provided instructions. If you follow the instructions, you will eventually receive the rewards that are rightfully yours.
  
  Concerning the $5.00 late credit that you did not receive, could you please provide us with the specific order number related to this credit? This will allow us to investigate the situation further and provide you with accurate 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:04/17/2025

  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 ordered a package from Temu, but the courier delivered it to the wrong building and left it outside in a public area, not at my address or in a safe location. The delivery photo provided by Temu clearly shows the package was left outside in a public place in front of a different building, not mine. As a result, the package was stolen before I could retrieve it.Despite contacting Temu customer service and explaining that I never received my package, Temu has refused to refund me. They claim the delivery photo is proof of delivery, even though it is clear the package was not delivered to a safe place or to my building. According to Temus own policies, customers are eligible for a refund if an order is not received or is lost in transit, and they offer refunds for stolen packages if proper proof is provided. The image attached shows that the package was left outside and not in a safe place and thus it was stolen.I have followed all required steps and provided evidence, but Temu continues to deny my refund. I am seeking assistance from the BBB to resolve this issue and obtain a full refund for my missing order.

  Business Response

  Date: 04/25/2025

  Hello Paloma,

  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 to your original payment channel and 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 don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

• Initial Complaint

  Date:04/17/2025

  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.

  Temu has a game called farmland. I've played and finished this game several times. The last 2 times I've played i achieved the ?? to receive my prizes and instead of sending them it requires another 1% . Each is counted by using 10 units of water. That requires a lot of water. You gain water mostly from purchasing from temu. I have sent screenshots showing the problem. They refuse to acknowledge the change or to send my prizes. They finally gave me a 16 dollar credit. That hardly makes up for slipping in an extra chore after I have successfully completed the game. I would like my prizes. And that they correct the game back to the way it was, without the added chore.

  Business Response

  Date: 04/27/2025

  Hello ******,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused.

  We have checked the details you provided and can confirm that our customer service department has been following up on this issue. They will provide a detailed explanation about the rules and rewards of the activity you participated in on April 27. Please keep an eye on your inbox.

  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:04/17/2025

  Type:Service or Repair 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.

  cellphone C23 Green Color Unlocked Android 5G Smart Cellphone, 8G RAM+256GB ROM, Dual Nano Sim Card, 7.3 inch Edge infinity-0Display, 6800mah Battery with most powerful EPen $92.98 8GB+256GB / Green is obviously a knockoff with the android operating system not really paid by the cellphone manufacturer and just ripoff from a ******* android... which they are trying to make it work for 45 days and then suddenly the phone won't work anymore and they will get off with that 45 days period return reason.. that's why I am always experiencing the cellphone restart by itself or just frozen in the last month before it just died off. and the manufacturer seller suddenly unlist it in their website.I brought it for repair thinking I did something wrong (the receipt attached).. that cellphone repair *** said it doesn't even have a 3 rear camera lenses.. the manufacturer wants you to think it had 3 rear camera lenses looking at its case... and those chips inside is clearly knockoff counterfeit defective product with deceptive advertising... this is obviously a scam.. and the manufacturer of that phone is clearly doing that.. and temu.com are allowing it by not giving refund to the buyer a defective deceptive advertising product .... and paying that manufacturer of that phone for a knockoff counterfeit defective deceptive advertising product...

  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.

  Upon checking, our customer service team has been working diligently with the relevant departments to thoroughly investigate and verify the matter. This comprehensive process requires some time to ensure that we provide you with accurate and reliable information. Our customer service department has been following up on this issue, and they will provide you with feedback as soon as they have an update. Please pay close attention to your inbox and await the resolution.

  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

  Best wishes,
  ******

  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,

  ******

   

   I will wait for the outcome of temu's investigation of that fake counterfeit deceptive advertising smartphone android operating system that suddenly died after ****************** time for the end of the return period...

  Thank you very much all of you at Better Business Bureau for all the help..

  Business Response

  Date: 05/05/2025

  Hello ******,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.
  
  We sincerely apologize for the inconvenience caused.
  
  Upon reviewing the details you provided, we can confirm that the cellphone has been removed from our product listing. A full refund has been issued for the cellphone, and an additional $43.55 has been credited to your Temu balance as compensation to help cover the cost of phone repairs. We truly appreciate your patience and understanding.
  
  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:04/16/2025

  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.

  Order PO-211-***************** Dear BBB,I am reaching out to seek your assistance regarding a troubling experience Ive encountered with Temu / PDD Holdings. My name is ******* *****, and I can be contacted at ***************** or ************.I placed an order (PO-211-*****************) on March 13, 2025, for which I am now demanding a refund of $55.00. Unfortunately, the package was misdelivered to an incorrect address, and despite my efforts to resolve the issue directly with the company, I have experienced significant challenges:1. Temu has ignored multiple pieces of photographic evidence showing that the delivery was made to the wrong location.2. They have failed to conduct a proper investigation into the delivery error.3. I have navigated through numerous customer service channels without receiving a satisfactory resolution.4. The company has not honored its delivery guarantee.5. This experience has resulted in a considerable waste of my time and has shown a lack of respect for consumer protection laws.6. Additionally, I believe there has been a violation of *** regulations regarding mail-order merchandise fulfillment.7. Most importantly, this situation has damaged the trust I had in Temu as a valued customer.I have meticulously documented all interactions with Temus customer service representatives, including the dates, times, and screenshots of our discussions. If I do not receive confirmation of my full refund within 7 business days, I intend to take the following actions:- File formal complaints with the BBB, FTC, and my state's Attorney General.- Dispute the charge through my financial institution.- Initiate small claims court proceedings for the total amount, including any associated fees.- Share my experience on various consumer review platforms.This issue has evolved beyond the $55 value of my order; it is now a significant matter of principle and consumer rights.

  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 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 you on Apr 23. 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 don't hesitate to 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:04/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After multiple emails that were either ignored or answered in a way that did not acknowledge the issue, this was the response. I only received this response after I told them I had contacted the BBB. There has been no follow up, by them, with Temu. This is not the first time they've left packages at random locations throughout the building. They always refuse to acknowledge fault. 

  Customer Answer

  Date: 04/16/2025

  On multiple occasions, ****** drivers have delivered my packages to random locations, throughout my building. I receive approximately 7 packages, per month, from uniuni. Most are successfully delivered. When I contact ******, they deny any responsibility and offer nothing, except "contact the merchant for a refund". The most recent misdelivered package was dropped off in front of a random unit on the 12th floor. I live on the 18th. I messaged them immediately because I could not make out the unit number in the proof of delivery photo. They ignored my message until I responded, 5 days later, asking about another missing package. They continued to ignore my initial missing package. Now they are saying the package was successfully delivered to my buildings mail room. The proof of delivery photo clearly shows the package laying on the floor, in front of a unit door.

  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 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 Credit balance on Mar 29. 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,
  ******

  Customer Answer

  Date: 04/24/2025

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

  [Temu is not the cause of the problem. ****** consistently misdelivers packages and faces no consequences. When I brought this up with the BBB, all sorts of conjecture and assumptions were brought up. This indicated to me that my complaint was not even read by the BBB. When I then asked for my complaint to be canceled - again, because it was against UniUni, NOT Temu - I was told to chase down another sector of the BBB to do so. In other words, the BBB did exactly what ****** does. Creates a problem that doesn't need to exist and then passes blame onto someone else, refusing to take accountability for their own actions. The BBB is no better than the companies they claim to help customers with. I AM NOT INTERESTED IN FILING A COMPLAINT WITH TEMU. Should the BBB chose to do the job I contacted them to do, I would like further review of UniUni's practices. If not, the request should be canceled. It's incredibly frustrating to contact a company charged with enforcing ethical business practices just to find they are exactly like the company you're complaining about. 
  
  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: 05/01/2025

  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 taking the time to share your concerns with us. We sincerely apologize for the inconvenience caused by your delivery experience. Rest assured that we take your feedback seriously and are dedicated to continuously improving our logistics processes and overall customer service.
  
  We truly appreciate your patience and understanding as we work to enhance your experience. If you need any assistance, please dont hesitate to reach out to us via live chat on Temu.com or the Temu app.
  
  Best wishes,
  ******

• Initial Complaint

  Date:04/16/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered march 14 , received the 26th of march I opened my package all my items were bent and opened falling everywhere i tried to get a refund they denied my request Ive been trying for a while very ridiculous

  Business Response

  Date: 04/23/2025

  Hello Blessin,

  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 23. 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,
  *******

  Customer Answer

  Date: 04/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Blessin *******

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the last 3 almost 4 months I have bought a lot of stuff from temu sight..they advise a lot and well sometimes its nit as described like to where credit is received but once you start to get how it works, you will start getting free stuff..its very addictivehowever thats not my issue, my issue is they have great stuff, I take my time picking stuff out as they go out stock quickly and prices jump despite it being a huge site, comes time for delivery and they have used multiply times a company called speed X, which put my packages by a garage number 5, that doesnt belong to me, its a storage unit and its for rent by renters in my apartment. Instead of walking towards end of building and up the stairs to drop off my packages like most the delivery companys including other ones thats Temu uses..each time I tried complained to speed X, I cant get a hold of anyone..so logically I go to the shipper which is Temu, and they have rejected claim after claim of hundreds of dollars. This has made me very upset with the company as I still continue to buy but slowed down..told them many times I will go to bbb to resolve and their answer logics show it was delivered..but thats like going to a apt and just dropping off a package and saying well it was their even if not ur home..now go **** for it..even as far as saying maybe someone in your home picked it up..my child is two!!! And I have nerve damage so each time customer services me an hour and no resolution for the customer..its happened now at least 6 to 7 times, I lose my money and products..I ask that you step in as shipper is responsible especially if complaint is made that package is received..I need a full refund for all my items I never received..last time I stopped shopping with them for a year..this time for good..I spent well over 1500k in 3 to 4 months..I am good customer..

  Business Response

  Date: 04/23/2025

  Hello Muska,
  
  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 caused by the issues with your package delivery. We have carefully investigated your issue and can confirm that the orders you mentioned as not received have been refunded to you. 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.
  
  Our customer service department has also emailed you and offered you an explanation 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ORDERED A HAND REHABILITION DEVICE ON MARCH 11, 2025 AND IT DOES NOT FUNCTION AS DESCRIBED. I WENT ON TEMU WEBSITE TO RETURN THE DEVICE (THEY ACCEPT RETURNS WITHIN 90 DAYS) I TYPED IN MY EMAIL ADDRESS AND IT CAME UP INVALID, I TYPED IN MY PHONE NUMBER AND THAT CAME UP INVALID, I TYPED IN THE ORDER NUMBER ON MY ***** CREDIT CARD ATTACHED AND THAT CAME UP INVALID. WHEN I CHATTED WITH THEM THEY SAID I MUST HAVE USED ANOTHER ACCOUNT WHICH I DO NOT HAVE. I WANT A RETURN AUTHORIZATION, AN ADDRESS AND A REFUND.

  Business Response

  Date: 04/23/2025

  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 details you provided and can confirm that our customer service department has been following up on this issue. They sent you a detailed explanation about this issue to the Temu account associated with the email address you provided on April 22. Please check your inbox for more details and respond if you have any other requests.

  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: 05/03/2025

  [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. 
  
  Regards,
  
  ******** ****