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:03/25/2025

  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 had directly sent me promotions on four separate occasions promising that $150 no-minimum spend coupons would be added to my account if I completed a purchase. On two occasions it was for completing a "$12 off $30 purchase" and on two occasions it was for completing a "$10 off $30 purchase". I completed both of the "$12 off $30 purchase" offers. Both times, I received a notification showing the order was completed and to "enjoy [my] ultimate prize of $150 no minimum spend coupons". I completed the orders and received this message on March 18th, 2025 and March 25th, 2025. Both times I was issued coupons (that I did not use because they had minimum spend limits). The coupons had minimum spending limits unlike what was promised in the promotion. Only one of the coupons in the amount of $5 was no minimum spend. The other $145 worth all have spend limits. This happened on both purchases. I have included screenshots from the four occasions I was offered the promotion, as well as a screenshot showing the "reward" of $150 NO MINIMUM SPEND coupons. I have tried to resolve this with Temu for the past week and have only received responses offering me a $15 promo credit. I have now completed the offer twice and am owed $300 in no minimum spend coupons/promo credits. I will accept nothing less than what I am owed after my purchases and what I was promised. Shame on Temu for not honoring the promotions they sent.

  Business Response

  Date: 04/03/2025

  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 have found that the reward for this activity was a coupon bundle. This bundle includes coupons with no minimum spend, but not all coupons within the bundle are no-threshold. 
  
  We apologize for any confusion this may have caused. To express our sincere apologies for any inconvenience, our customer service department has proposed a compensation plan for you and has been following up on this issue. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter. Thank you for your patience.
  
  If you have any further inquiries or need assistance with anything else, please don't hesitate to contact us through Temu.com or the Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:03/25/2025

  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 access my principal ******** account which not authorized to used as method of payment. I used cash app and was the method of payment used for pay the item. They didn't whildraw the payment from cash app . They access my principal account which I don't authorize to used.

  Business Response

  Date: 03/31/2025

  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, after our investigation, we can confirm that your order was paid through Cash App Pay. With our strict privacy policy and proprietary data protection system, you can trust Temu to keep your information safe. Our practices adhere to industry standards, as outlined in our privacy policy: *****************************************************************
  
  Furthermore, we want to emphasize that all our payment links have obtained ************************** Security Standard (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID Check, **************** SafeKey, Discover ProtectBuy, and JCB J/Secure. 
  
  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: 03/31/2025

  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.] The transaction was made to my debit card ending 1883 from ******** not cash app is no transaction register in cash app of the payment it would have the cash app card digits numbers and didn't. Transaction was made directly to my ******** account. They did refund the ***** to the cash app account but the payment to temu was whildraw directly from my ******** account which I never give them a single detail of it.
  
  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: 04/08/2025

  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 your feedback and we are sorry for the inconvenience this may have caused. We have carefully reviewed the details of your inquiry. However, our investigation confirms that your order order was paid through Cash App Pay. At Temu, we take the security of your information extremely seriously. Our robust privacy policy and proprietary data protection system are designed to safeguard your data. Our practices align with stringent industry standards, as detailed in our privacy policy, which you can review here: *****************************************************************
  
  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:03/25/2025

  Type:Sales and Advertising 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.

  Purchase made 3/24/25 Business: Temu.com I was trying to "ADD" this item to my Temu CART for future purchase. There is usually an Add (to Cart) button in ****** in the bottom middle of product screen. Which I usually will tap on (for items I'm really interested in) After I clicked (what I thought was the ADD button) I noticed a different button for Checkout. I don't click it, but found it odd that it was there. I was not in the checkout area. I didn't notice any other difference so I moved on to other items. Once I saw what I was looking for, I left the TEMU site & went about my day. It never crossed my mind that a purchase was made. There were no indications that I'd noticed, that I had a new order processing. Then this morning I decided to check my Direct Express card balance (as I've made that a regular process, to be sure everything was as it should be) With so many scams out there, it's become an important practice every 2nd or 3rd day, for my own peace of mind. And it's proven to be a beneficial policy !! I found that my balance was lower than it should've been. Of course, I found out then that there had been a TEMU purchase the day before. (Yesterday.)TEMU packs and ships orders within just a couple of hours usually. And their policy is "no cancelling orders after packing" ! Much less shipping ! Bottom line: I find what they're doing in their product pages with "switching their ********* Now buttons" to be shady deceptive, to say the least ! Without the clear indication that you made a purchase. In most areas a large screen pops up stating, "THANK YOU FOR YOUR ORDER" !! This never popped up in this case !! Or I would have immediately found out what had happened, and I would have CANCELLED the order !! All I ask for is my money back. Thank you very much !

  Business Response

  Date: 04/01/2025

  Hello *****,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that we do not process payments for items in your cart without your authorization.

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

  Our customer service department will offer you an explanation and a compensation plan on April 1. 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

• Initial Complaint

  Date:03/25/2025

  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.

  My account has been blocked unjustly from making purchases despite numerous attempts to resolve this and multiple instances of providing proof. It has been over 3 months with no resolution. I cannot and have not gotten a response on how to fix this.

  Business Response

  Date: 03/31/2025

  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.

  Thanks for your feedback. We apologize for the inconvenience. To resolve this issue, we recommend trying an alternative payment method, such as Affirm or ******. We understand that payment difficulties can be frustrating, and we truly appreciate your patience and understanding as we work to improve your experience.

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

  Best regards,
  ******

• Initial Complaint

  Date:03/25/2025

  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.

  I participated in a redeem credit game on Temu and fairly won a $100 credit and a $150 coupon. However, when I attempted to redeem my winnings, I received an error message stating verification faileda message I had never seen before. Instead of honoring the original prize, Temu issued me $250 in coupons that I did not use.I reached out to customer support for assistance, but I have been given the runaround without a proper resolution. I have supporting documents that verify my claim, yet Temu has not taken any meaningful steps to correct the issue. I expect Temu to honor the original $100 credit and $150 coupon that I fairly won.I am seeking a resolution where Temu properly credits my account with the promised $100 credit and $150 coupon as advertised.

  Business Response

  Date: 04/01/2025

  Hello Miko,

  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, and numerous users have already completed the tasks and received rewards for their efforts. Please rest assured that the activity is real and valid. Meanwhile, we value your feedback and will continue optimizing the activity to provide a better user experience. Our customer service department will provide you a detailed explanation about the activity you participated in on March 31. 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:03/24/2025

  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.

  Purchased ASKGO scooter for $322.54 from TEMU.. When box was opened, the scooter was charged only up to 50 percent of itt full capacity per the scooters charging meter. I took the bike for ride to make sure the battery meter wasnt giving a false reading. I rode the scooter for 10 minutes and the scooter went dead. I sent pics of the scooter and the battery meter reading. I specifically mentioned that the scooter was probably sitting in there warehouse for a long period of time without it being charged. I wasn't looking for a refund, just ASKGo support. IlTheres a possibility that a switch has to be reset or something of that nature. When they got back to me they advised that nothing can be done as the incident is beyond their 90 day policy. This incident has been ***orted well within their ****************************************************************************************************************************************** a new battery. I never received the battery. On Dec 12th 24 the *** from that chat finally responded and advised please remain patient as the battery has been sent. Till this day, I'm constantly inquiring about the battery and no one is responding. TEMU *** advised they're investing and to remain patient. TEMU advised there's nothing they can do. I have s copy of ***s ********* his name is *** Go. I asked to speak to Teams Executive for escalation. They advised they're not at liberty to provide to that information. Please Help?

  Business Response

  Date: 03/31/2025

  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 pleased to offer you a partial refund for your order. Our customer service department has also offered you an explanation through an app message on March 29. Please check your Temu account for more details and confirm your preferred return 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:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased what was supposed to be a lace front human hair wig that was 24 in when I received it it was synthetic hair and how I found out that it was synthetic hair is that I went to the salon to have it installed and the status told me that it was synthetic hair that hair was hard and it was two different types of hair no product could be put on the hair and again it stated that it was a human hair lace front wig which it was completely not. When I ordered it nowhere on the website at the description of the wig stated that it was synthetic hair it's clearly said that it was a human hair lace front 24-in deep wave wig and it was completely two different types of synthetic hair and it was supposed to be human hair.

  Business Response

  Date: 04/01/2025

  Hello Veisha,
  
  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 case and can confirm that your order has been refunded to you on Mar 31. Our customer service department has also offered you an explanation through an email ticket on Mar 31. 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:03/24/2025

  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 placed an order with Temu for a kitchen storage cabinet on 2/14/25 and it was delivered by fed ex on 2/22/25 with confirmation of delivery picture to another house but not to my house. I have made so many calls to Temu to refund my money but they deny my refund stating it was delivered and I have provided the delivery confirmation photo as well as one of my house which is red brick with carport and not the house pictured that they delivered it to. I am tired of repeating myself to Temu, its a lost cause. I will never order from them again.

  Business Response

  Date: 03/29/2025

  Hello *****,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that $141.57 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 an app message on March 26. 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,
  *******

• Initial Complaint

  Date:03/24/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase from Temu.com and the company has not produced the merchandise. They provided tracking information that states they delivered a package to me that I have not received. Contacted them to report I did not receive the package but they state they will still keep my money.

  Business Response

  Date: 03/30/2025

  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 can confirm that your order has been refunded to your original payment channel on Mar 24. Once the refund has been successfully processed, please note that it may take 1-10 business days for the refund to appear in your original payment method. 
  
  Our customer service department has also offered you an explanation through an email ticket on Mar 24. 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: 03/30/2025

  [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,
  
  ******* Pair

• Initial Complaint

  Date:03/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was never delivered to me I called temu and they said it was delivered so they can't refund me. When I got home from work the package was not there. They have the correct address a package came today and I was home to intercept it.

  Business Response

  Date: 03/31/2025

  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 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.
  
  Our customer service department has also offered you an explanation through an email ticket on March 21. 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,
  *******

  Customer Answer

  Date: 03/31/2025

   

  I DID RECIEVE The Email and when i spoke to Temu i explained packages where being stolen from porches if no one was home. i did revieve a package a few weeks after from them only because i was home, not the other order i did not recieve 

  Business Response

  Date: 04/07/2025

  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 completely understand the outcome may not always be what you were hoping for and sincerely apologize for the disappointment that the result brings to you. However, please note that this is the investigation result: the order has been successfully delivered to the correct address. We understand that you are requesting a refund/reshipment, but according to our Terms of Use, we cannot offer this option in this situation as the package was delivered to the correct address. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******