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:03/23/2025

  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.

  The return was sent back almost 3 weeks ago, they have had it in their possession for 2 weeks. 2 seperate orders were sent back and the first return. I just found out the merchant is trying to say they never received the items...that they received the package, but somehow the items weren't in it??? The return automatically closed after 14days and the system messed the return up cause it had already been mailed....I want my refund...they have the product but are refusing to refund....I have proof!!!!

  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 checked the order details and can confirm that your order has been refunded to your Credit balance on Mar 25. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. 
  
  Our customer service department has also offered you an explanation through an email ticket on Mar 25. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******
  

  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 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:03/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They pick and choose when to communicate with me so I dont have my package or delivery date or a refund. Please help if you can

  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 checked the order details you provided and can confirm that your order has been refunded to you on Mar 23. 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 emailed you and offered you an explanation through an email ticket on Mar 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:03/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Refund Order ID: ************************ Dear Temu Customer Service,I recently purchased a manual grinder for meat and cookies (Order ID: ************************* for $35.20. When the item arrived, it was already set up as a meat grinder. I attempted to switch it to the cookie grinder function, but the parts were sealed extremely tightly, making it impossible to open or adjust.Due to this issue, I would like to request a full refund to my credit card. Please let me know the next steps to process my return and refund.Thank you for your prompt *************** regards,*** ******

  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 that this may have caused. If you are not satisfied with any items you received in your order, you may apply for a refund within 90 days of purchase. To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.
  
  The first return for each order is FREE and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 03/30/2025

  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:03/22/2025

  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.

  Yes this is like the 4th or 5th time this has happened to me an they never do anything about it an I'm sick of losing out on my money or whatever I may have purchased the have delivery drivers that mark ***** delivered when it wasn't

  Business Response

  Date: 03/29/2025

  Hello Cyn,

  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 a refund for your order. Our customer service department will provide you an explanation about this issue on March 29. 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:03/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximently 3 weeks ago I returned a large box of 22 items to Temu. I sent the return via ***. Once received confirmation that the return had been received the warehouse I threw away my receipt. I then receive a message from Temu that they have inspected the package and only one item was in the box and thats the only refund I am getting. I have tried everything I can to resolve this problem. I have sent many messages to Temu and spent nearly and hour on the phone with them and they refuse to offer me any help. I have gone to *** to see if they can be of any assistance and they said no and that really there is no way for a consumer to prove how many items are in a package. it is up to the company to take the loss and make it right with the customer. I have another order that is supposed to be here next week and another one here of returns that I am greatly concerned with returning because of this situation. *** also told me that they had no way to look up anything anyhow because they don't keep records that long. I have no idea what to do and I have lost all faith and any trust in this company. obviously they received my box because they refunded me for one of the items. I would also like to add they have been dishonest and have described the item they did receive as three different things. enclosed is screen shots of my conversations as well as a screen shot of their customer service number and how long I was on the phone with them.

  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. We apologize for any inconvenience this may have caused.

  Upon checking, our customer service team has been working diligently with the relevant departments to thoroughly investigate and verify the matter. This comprehensive process requires some time to ensure that we provide you with accurate and reliable information. 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 any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

  Customer Answer

  Date: 03/29/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. 
  I can not accept this . This same exact response has already been sent to me over and over before only to later receive another email saying that you still will not give me my money back. I can not believe this company will not take a long standing customers word that all 22 items were in that box when it left UPS.  
  Regards,

  *****

   

   

  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.

  Thank you for your feedback. We apologize for any inconvenience this may have caused.

  We have checked the order details you provided and can confirm that your returned items have 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 29. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

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

  Best wishes,
  *******

  Customer Answer

  Date: 04/07/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  Before I accept this response from Temu. I need to know the amount they plan on refunding me for the 21 out of 22 items I returned. I also have several returns I have that need to be returned that have not been because of this issue needing to be resolved and now Temu sent me a message that it's too late to return those items. I do not feel this is fair to me because of this other issue needing to be resolved. 
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:03/22/2025

  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 placed an order and with Temu and paid via ******. They did not direct me to ****** to choose the card to use, they immediately pushed the payment through. Once I realized this, I cancels the order due to the wrong card being used via ****** without my permission. I canceled the transaction via ******, I have confirmation of that cancellation. I also canceled the order with Temu to be safe. They still pulled the money without my consent and declined to assist in fixing the matter. I spoke with several customer service **** and they declined to help refund the amount taken or even credit my account. They not only took my money but also caused my account to be overdrawn due to the money being pulled from the wrong account without confirmation.

  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 confirm that your order has not yet been cancelled. However, as a special consideration, we are able to offer you a refund for this order. Our customer service department also offered you an explanation through an email ticket on March 27. Please check your Temu account for more details and confirm your preferred refund method.

  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: 03/29/2025

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

• Initial Complaint

  Date:03/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent a completely different order with the wrong items. They made me return the wrong items and said I would get refund but they denied my refund saying they werent the right items! Makes no sense.

  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 reviewed the order details you provided and confirm that we do not received the items you requested a refund for. However, we are happy to offer you a refund for your order. Our customer service team will provide you with a detailed explanation regarding your refund on March 29. Please keep an eye on your inbox for further updates.

  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:03/21/2025

  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.

  So I contacted Temu that order didnt arrive they havent even reached out I filed a police report which is (16992002)Officer ****** ******* police department I let them know that it never arrived and they are refusing to help there is proof things never arrived Order number:Order ID: ************************

  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 checked the order details and can confirm that the order you mentioned has been refunded to your original payment channel on Mar 22. 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:03/21/2025

  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 placed two orders two weeks ago on March 7th, 2025, one of the packages was supposed to arrive between March 14th-20th, the other March 13th-19th. Both packages keep getting returned to the distribution center (GOFO Express) due to incorrect address when I know my address is correct. I've called and emailed, I get a AI chatbot instead of a human, and the two phone numbers that GOFO provide-- one constantly doesn't answer and the other is a Puerto Rican phone number and not in English. I've put in multiple complaints but I keep getting the same automated response and I'm tired of waiting for my packages, I know my address is correct! It should not be this hard to do a simple delivery.

  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 case with the relevant department and can confirm that our customer service department has emailed you on Mar 28 and proposed a full refund solution for you. 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.
  
  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:03/21/2025

  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'm writing to express my frustration with Temu's failure to deliver promised (20 days CALENDAR GIFTS - one is day two wall mount soap dispenser $12 and second is Ultimate impact wrench $50. Total over $60) gifts. On March 19, 2025, I missed claiming a gift due to a canceled order. The next day, the Temu app prompted me to place a $10 order to reclaim the missed gift. I did so (Order # PO-211-*****************), but I am unable to claim my gifts. There wasnt any options to claim the gifts."I've chatted with Temu's customer service multiple times, but the issue remains unresolved. They initially promised I could claim my gifts on March 21, 2025, but that didn't happen. I'm extremely disappointed in Temu's failure to keep its promises and provide the gifts I earned."I hope the Better Business Bureau can assist in resolving this matter, as I've already spent considerable time and effort trying to resolve it with Temu's customer service."Let me know if you'd like any further adjustments!

  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 you are experiencing difficulties with our promotional activities. Please rest assured that the activity is real and valid. We have carefully investigated your case with the relevant department and can confirm that our customer service department has offered you an explanation on Mar 28 and proposed a compensation plan for you. 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,
  *******