Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,091 total complaints in the last 3 years.
2,138 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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.
My packages are late. I would like a refund. They told me after seven days and its been eight or nine days past the supposedly deliverydate. I just want my refund at this point because thats what they promised me seven days after they expected delivery date now theyre saying is *******, which I can see that but I still dont have no delivery day.
Business Response
Date: 03/28/2025
Hello Skylar,
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 $228.93 has 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:03/20/2025
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.
My parcel was delivered to the wrong house. The driver provided a photo of the house and I have spoken to temu numerous times explaining to them it is the wrong house. They refuse to refund me even though I am showing them evidence that this is not my house and they can see that on ****** maps. They are using straightship to deliver packages and they are bringing the packages to the wrong house and then denying a refund. I want my money back. They have closed my ticket 4 times now and keep refusing me my refund. Temu does not investigate even though they tell you they do. They make it a hassle to get a refund even when there's photo evidence that the parcel was delivered to the wrong house. They delivered my package to a house with a green roof I keep on showing them my house has a red roof. The driver didn't even show a photo of where he left the parcel at this green roof house. Just a photo of the house and the parcel in his hand. Temu does not care that I am telling them this is the wrong house. They just keep repeating themselves telling me it has been delivered. The delivery company marked it as delivered so they will not give me a refund. This is not fair at all I never got the package and it was never delivered to my house. I am out $75 and have a very sad little boy who just wanted his train set. I have attached the photo the driver provided me with of a green roof house and I have attached a photo of my own house that has a red roof. These Two houses are clearly different. I don't understand how a company can care so little about their customers. I would like my refund for my items since it WAS NOT DELIVERED to the right house.
Business Response
Date: 03/28/2025
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 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,
*****
Initial Complaint
Date:03/20/2025
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.
Called **** said my package weights 4 ounces when CALPHALON HARD ANODIZE pot and pans should weight more. Plus, **** stated the street address is different on the package than my address. It has been in 1 place since 03/15/2025 and no updates. I called to get updates since the postal service seems to have stopped working correctly and delivering packages and mail on time. I call TEMU at ************ and spoke with Arby and she said it is already shipped and I have to wait for a refund until package is delivered. But it won't be delivered at my address that they have on file. They can't tell me how long I have to wait to request a full refund.
Business Response
Date: 03/28/2025
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 investigated this issue and our team has confirmed that your package is currently in ***********, ********************** on March 25. Since your order arrives later than the estimated delivery date, we have issued a $5 credit as a sign of appreciation for your patience.
You can track the shipping status and see the delivery date directly in the Temu app or on Temu.com. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************). Our customer service department has also emailed you and offered you an explanation through an email ticket on March 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,
******
Initial Complaint
Date:03/20/2025
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 order underwear at the wrong size which didnt fit tried to return for proper size was told because of the nature of product for sanitary reason they couldnt be returned. I informed them l had not tried them on because l new they wouldnt fit just by looking at them and it would also be obvious to them if l can return them l decided to order them because of the warranty it stated a ********************************************************************************************************** ordering if the reason for not exchanging them because of the sanitary issue l feel it should have been on their return policy not saying 90 day fully refundable with being on a fixed pension l cant afford to be out ****** and not being able to purchase the same product a second time. Hope you can help me out with this, since I ordered on line lm not sure if l pick the right location out of the 2 they have to choose from. Regards ******
Business Response
Date: 03/27/2025
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 apologize for any inconvenience this may have caused. To assist with the further investigation of your case, our customer service department has emailed you on Mar 27 to request the specific order number, which begins with 'PO-', as well as the email address or telephone number associated with your Temu account. Please check your inbox and respond accordingly. We are eager to find a solution for you, and we greatly appreciate your cooperation and patience.

If you need any other assistance, please don't hesitate to message us through Temu.com or Temu app live chat. Hope you have a great day!

Best wishes,
*******
Initial Complaint
Date:03/20/2025
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.
This company offers promotions to earn credit to spend. Even if you meet all terms and rules? You never receive your credits.All customer service is done but boys not humans so you cannot get anything solved. No matter how many times you ask for a human, you never get one.**** misrepresent products they sell **** post no phone number to contact them
Business Response
Date: 03/27/2025
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 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. 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 rules and rewards of the activity you participated in on March 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,
******
Customer Answer
Date: 03/27/2025
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 am not satisfied because all they did is offer an explanation of how they screwed me over. They didnt make an attempt to make it right. Ive tried dealing with them on multiple occasions only to get the runaround. Again, their customer is automated bots and you never speak to a human. I fulfilled all the requirements of the promotion he is speaking of and provide proof as I have screenshots of what I was told I had to do by the only human I have ever chatted with over there. The only way to make it right is to give the $110 credit they do indeed owe me. They do that and I willl remain a customer.

Business Response
Date: 04/05/2025
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 you are experiencing difficulties with our promotional activities.
We have verified that your event is valid for Mar 24, 2025, 10:47 AM EDT-Mar 27, 2025, 10:47 AM EDT, and your current event progress is *****%. The current event has ended. Unfortunately, we cannot make exceptions to the rules for any individual participant. Please rest assured that the activity is real and valid. Our customer service department provided you a detailed explanation about the activity you participated in on March 28. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.
Best wishes,
******
Customer Answer
Date: 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.

FAQ

Regards,
*******
I already responded to them and they said they were not going to honor it. They gave me a $20 credit and that was it. Once the rest of my orders arrive I will shut the account down and never deal with them again. ****** learned I guess.
Initial Complaint
Date:03/20/2025
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.
On January 17th 2024, I placed an order on the Temu App for a new **** PlayStation 5 Fortnight console. The console arrived with no problems a week or so later. I then realized it was a digital unit and wanted to exchange it for another console. I decided to get the ********** 2 console instead which cost about $120 more. However, it was unable for purchase for a few days. When it became available again, there was a one star rating. The customer complained that he received a used console and it was not new. I then contacted the seller to verify this and to ask for assurances that if I were to return mine, I would not received a used console. I was told this would not happen and that I can order this console. So I began the process of returning the console, and received a message that I was outside the return window by 2 days. I then contacted both customer service for ********************** and the seller. I was told by the seller to simply get the return information and send it back. Temu however, refused to send me a return label saying It was beyond the 45 days, even though the seller told me I could return it. All I want to do is return the one I have an buy a new different, More Expensive one. At one point, a Temu customer service representative even told me I did not need to get a return label from the seller, that they would provide one for me. So, I would just like to return this Playstation 5 console, in order to purchase a new one from the seller. Thank you.
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.
Upon checking, our customer service team has been working diligently with the merchant to thoroughly investigate and verify the matter. They will provide you a detailed explanation about these issues you mentioned in on March 12. Please keep an eye on your inbox.
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 wishes,
*******
Initial Complaint
Date:03/20/2025
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.
On Jan 4, 2025, I placed what was only my second order with Temu. As I was shopping I kept getting these pop-*** that kept saying that I had "$450.00 in credit" and there was a countdown clock telling me that I had a certain amount of time. When I finished shopping and my order was $514.95, I expected that my final bill would be $64.95 and that there would be a $450.00 credit; however, at the time of check-out my credit card was charged $514.95. I tried finding a way to cancel the Temu order in it's entirety, but to now avail. I contacted my banking institution, ****************** and asked them to dispute the charge. ***** did dispute the charge, but they mistakenly labeled it as "order not received". That was not the problem. The problem was the complete bait and switch and making me believe there was a $450 credit and so little time to use it. Ultimately, ***** determined that the charge was valid as the items were actually received by me. I have since been working with Temu and requesting pre-paid shipping labels to return the items (except mirror and wagon); however, they keep saying the matter is still in dispute, which it is not. They are stalling and are not honest in their practices. I am attaching a notice from ***** that the $514.95 was rebilled on March 2, 2025, the notice that the dispute was found valid and multiple emails between myself and Temu trying to resolve this matter. I just want to return the items with Temu paying for the shipping. Even if I try to return the items for a refund, they still say there is an existing chargeback therefore the item cannot be returned. The total amount in dispute is $514.95 - $64.18 for the 2 items I am keeping for a total refund of $450.77. Total deception! I have since heard from my financial institution (*****) that they have had other disputes because of the "spinning wheel" discount claims.
Business Response
Date: 03/27/2025
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 any inconvenience. We can assure you that all of our programs are authentic and effective, and many users have successfully completed tasks and received rewards through their own efforts. Please note that the reward is a coupon bundle, not credit or cash that can be deducted. The coupon bundle consists of multiple coupons that can be used on future orders.
Regarding the orders you placed, our customer service team has been working diligently with the relevant departments to thoroughly investigate and verify this 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: 04/03/2025
[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:
On March 27, 2025, Temu issued a full refund to my credit card in the sum of $514.95, so I would like to close Complaint #********.
Regards,

**** ****
Initial Complaint
Date:03/20/2025
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.
1. Failure to Reimburse Return Shipping Fee:On February 28th, 2025, I returned items to Temu using their self-return process, paying the return shipping fee out of my own pocket as instructed by their customer service agent. Before returning the items, I repeatedly confirmed with their customer service agent and was consistently assured each time that the shipping fee would be reimbursed to my original payment method. However, instead of fulfilling this promise, Temu unilaterally issued Temu Creditsomething I did not request and have subsequently explained multiple times that I do not need and will not use.2. Refusal to Refund Returned Items:I personally dropped off the return parcel at ****** Post on February 28th, strictly following the return instructions Temu provided me. Tracking information confirms that the parcel was delivered on March 3rd. Despite this, Temu is now even refusing to refund me for the returned items! I have made multiple attempts to resolve these issues directly with Temu, but their responses (from both their customer service agents and their so-called senior specialist) are nothing more than canned replies that evade their commitments and completely disregard the issues and evidences I raised. Intentionally providing misleading information and then refusing to follow through is unacceptable! I am seeking BBBs assistance to ensure that Temu:Reimburses the return shipping fee to my original payment method, as initially promised.Processes the refund for the returned items promptly.Thank you for your attention to this matter.
Business Response
Date: 03/27/2025
Hello Lanling,

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 the refund has been issued to your original payment channel on Mar 22. Once the refund has been successfully processed, please note that it may take 1-5 business days for the refund to appear in your original payment method.

Regarding the return shipping fee, we understand that you would prefer it to be refunded to your original payment method. Please rest assured that we are committed to providing you with a better user experience. Upon checking, our customer service team has been working diligently with the relevant departments to find a solution for you. Our customer service department has also offered you an explanation regarding this matter through an email ticket on Mar 27, 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: 03/27/2025
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.
[Temus response is yet another example of their disregard for customer communication, as they havent even reviewed the evidences I submitted. One of the attachments, a screenshot which I have repeatedly provided and am once again attaching here, clearly shows that I explicitly asked their representative before proceeding I asked exactly Will you refund me the shipping fees to my credit card?, and the representative immediately responded, for a refund on return shipping fee, you may select refund method back to the payment method used on your order. These are their exact words, captured in black and white (please see attachment). Had I not confirmed this explicitly with Temu beforehand, I wouldnt be arguing this with them nowbut I did! I took all the necessary steps to ensure that I had clear confirmation in advance, yet they are now refusing to honor their own words!]

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,
Lanling

Business Response
Date: 04/07/2025
Hello Lanling,

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 verified that our customer service department has already been in contact with you to compensate for the return shipping fee by transfer. They are currently working with you to confirm the specific details.

Please be assured that we are committed to resolving this matter for you as quickly as possible. 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:03/20/2025
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 purchased 8 watches ( Smart ) from TEMU on March 10 for $32.90 . Temu send me only 1 watch . I am requesting TEMU to refund me for missing items $29. TEMU Is bluffing me that my Payor ( Afterpay) has put chargeback on the transaction so they can't refund me .Afterpay has advised me that They don't have any chargeback and are waiting for TEMU to process refund as they can't do it.TEMU is fraudulently denying my refund , They have created 3 support tickets but are not processing my refudd.
Business Response
Date: 03/27/2025
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 order details you provided and can confirm that the refund of 7 watches has been successfully issued to your original payment channel on Mar 26. Once the refund has been successfully processed, please note that it may take 3-5 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,
*******
Customer Answer
Date: 03/27/2025
[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:03/19/2025
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 received a package with an empty box with no item! I contacted Temu and they refused to refund me for the item or give me a credit for the missing item.
Business Response
Date: 03/27/2025
Hello Tanayer,

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. We have checked the order details you provided and can confirm that all the items in your order were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.

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: 03/27/2025
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.
I should NOT be held accountable if an item was stolen in transit to me! I am without money and no item at this point. I received all of the other items in the package with that being said, the video may show all items were packed but I received an empty box with no item inside of the box! I would like this issue to be resolved as soon as possible with a credit or a refund.
I will no longer purchase anything from TEMU until this issue is resolved. I have shopped from TEMU for almost 2 years. I no longer trust this company. If this would have been a Large order with hundreds of dollars like I have already spent with TEMU would this have been the result no refund or credit. I no longer trust TEMU after this incident has occurred.

*.********
Business Response
Date: 04/08/2025
Hello Tanayer,

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. We have conducted a thorough investigation with our warehouse team to ensure that all procedures were followed correctly. According to our records and the warehouse's confirmation, we have verified that the correct quantity of goods was dispatched from our facility, and there were no discrepancies in the items shipped.

Given that our internal checks have confirmed that the order was sent out in full, we are unfortunately unable to offer a refund for the items you have reported as missing. We understand that this may not be the resolution you were hoping for, and we truly regret any frustration this may cause.

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: 04/08/2025
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,
Tanayer

The issue still was NOT RESOLVED. I have been a customer for almost 2 years and I extremely upset with how TEMU is handling this issue! I have made purchases in large sums of money with no issues in the past until now. I just received the same reply from the previous response. I will Not make any more purchases until this issue is resolved! Like I stated in my previous reply I Received AN empty box with no cat toy! Prove to me that the ball was in the box when the package was shipped. Not a video showing items being packed in a bag that proves nothing! Company policy states that if anything happens to an item in transit TEMU will take the responsibility with a refund. At this point I will Not purchase anything else this issue is not going to go away until it is addressed.
Business Response
Date: 04/22/2025
Hello Tanayer,

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 would like to express our sincerest apologies for the inconvenience and frustration you have experienced during this time. We have checked the order details and can confirm that your order has been refunded to you 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. 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 further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*****

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Temu.com is NOT a BBB Accredited Business.