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:03/18/2025

  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 March 17th, I was scrolling Temu when an accidental unapproved purchase was placed using their one click 'buy now' option. The order number is PO-211-*****************. I immediately contacted them to resolve this issue requesting cancelation of the order. Instead of assisting, they have done everything to avoid the issue and the package has now shipped. The delivery address for this order is 'RETURN TO SENDER DO NOT SHIP CANCEL ORDER' . Meaning i will not be receiving the $100+ order. Upon advising them of this, they told me I must refuse delivery of the package when it arrives. Even though it will never arrive. I have already contacted ***** in an attempt to resolve this, and they stated any updates must be made from the shippers end. So this unapproved order is at a complete standstill. At this point, they have the product and my money. I want this order completely refunded and/or the shipping address updated.

  Business Response

  Date: 03/26/2025

  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 26. 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. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******
  

  Customer Answer

  Date: 03/27/2025

  Thank you *******!
  
  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:03/17/2025

  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.

  They did unauthorized purchase and I brought this to their attention and showed them and told them and they said there's really nothing they can do and the money was for my children and they wanted to act like they don't know what was going on I showed him told him more than once they they took $12 out of my cash app without my authorization and they're giving me a runaround such a hassle just to compensate me or something cuz I think that was wrong and I'm very upset and I think that's very un professional

  Business Response

  Date: 03/26/2025

  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 we haven't detected any unusual / unauthorized charges in your account. Please check with your family if they placed the orders using your account or debit card. We also recommend contacting your bank or the payment channel associated with the transaction. They can provide you with detailed Information and further assistance.
  
  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,
  *****

• Initial Complaint

  Date:03/17/2025

  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 ordered an item, paid with cash. I had not received it and reached out. I was told to contact the carrier. The carrier never received the package. I finally received an email saying they were refunding me since I never received it. But they only refunded my ****** $0.89 and put a $5 cash credit on my Temu account. I never agreed to a cash credit. But now, they tell me they cannot pay my $5 cash back to my ******. They gave me a $5 Temu credit as compensation for it being late but that is irrelevant. The $5 cash is mine, and I want it refunded back to my ******. I have spent hours in their customer service chat trying to resolve this but they are still keeping my money. I want my refund, not a cash credit.

  Business Response

  Date: 03/24/2025

  Hello ****,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have reviewed your order details and found that the payment was split between two payment methods: $0.89 paid with cash and $5 paid with Temu credit.
  
  Unfortunately, we are unable to refund the $5 portion back to your ****** account, as it was originally paid using Temu credit. We apologize for any inconvenience this may cause and appreciate your understanding in 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,
  Dennis 
  

  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 bought $65 worth of merchandise. I waited and waited for this item. I contacted Temu and was told it was delayed by the carrier. I contacted the carrier and they had never received it. So now, Temu decides the $5 Temu credit I never asked for, was specifically used to pay for the one item that I did not receive. Of the $5.89 charge, $2.99 was for shipping, but the item never shipped. I should be refunded the full cash price for the item that I never received. I had to pay to order it from someone else as it was a gift the recipient was looking forward to. I have spent hours and hours trying to explain this to customer service but no one seems to listen or care. The refund should have been the full $5.89 cash back to my ******, not just the $.89, especially since it was your company's error. I did not ask for any of the Temu credits your company puts in my account. I did not even realize it was applied to my order until after all these arguments. Refund my $5 to my Paypal. 

   

  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 and we are sorry for the inconvenience this may have caused. As per the investigation results, the payment of $5.89 was made using two different methods: $0.89 was paid via cash, and $5 was applied from your Temu credit balance.
  
  Unfortunately, we are unable to refund the $5 portion back to your ****** account, as it was originally paid using Temu credit. We understand this may not be the resolution you were hoping for, and we sincerely apologize for any frustration or inconvenience this may cause. We appreciate your understanding in 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: 04/09/2025

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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
  Their answer was the exact same thing they have been saying over and over. "We gave you credit. $5 to your temu account and the $.89 change to your ******** That resolves nothing. It did not resolve it the last 35 times they said it. They just keep repeating the same thing, as if that would fix it and I should be happy. I will not be happy until I get my money back for the item I paid cash for and did not receive. I have been arguing this now for almost a month and a half. 

  
  Regards,

  ****

   

   

  Business Response

  Date: 04/22/2025

  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 sincerely apologize that our previous response did not meet your expectations. We want to provide further clarification regarding your order and its refund.
  
  The total amount for this order was $5.89. When you placed the order on January 25th, $0.89 was paid using cash, and the remaining $5.00 was paid using your Temu credit balance.
  
  As compensation for the delay, we issued you $5.00 in Temu credits on February 7th.
  
  Subsequently, on February 28th, a full refund of $5.89 was processed back to your original payment methods. This means $0.89 was refunded back to your cash payment method, and the $5.00 originally paid with Temu credit was refunded back to your Temu credit balance.
  
  We hope this clarifies the payment and refund process for this order. Therefore, we are unable to refund the $5 portion back to your ****** account. We appreciate your understanding in 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,
  Dennis 
  

  Customer Answer

  Date: 04/24/2025

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

  [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,

  ****

  On January 25th, I placed an order for multiple items and paid $55.78. I did not ask for any temu credit. I did not request to use temu credit. But according to you, out of ALL the things that I ordered. The one that YOUR people DID NOT ship is the one YOU chose to use the $5 temu credit on. I tried checking on the order multiple times and was told it had shipped and to contact the carrier. The carrier never got it. You put ANOTHER temu credit on my account because it wasn't delivered in time. I do not need any Temu credits. I want the $5 CASH back in my ****** account. That is the only resolution that is fair to me. I have spent hours trying to explain this to your people in online "customer service." Pay back my $5 cash to my ****** and we can be done with this. 

   

• Initial Complaint

  Date:03/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase on the Temu app March 2, 2025 with a delivery date of March 15th. The package tracking had an update made on March 11th and nothing past that. I contacted the courier who confirmed the package was lost. I contacted Temu who has been beating around the **** since and refuses to refund me my money for a package I never received. Order #PO-211-06553191055911018 Tracking number with Hailify ****************

  Business Response

  Date: 03/24/2025

  Hello *******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been refunded to your original payment channel on Mar 17. 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. 
  
  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:03/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date that the package was delivered was on Saturday March 15th 2025 around 9:00 in the morning but it was delivered to the wrong address I had went to the site to let him know that the product was delivered again to someone else's address I have provided adequate proof pictures showing the color of the house and the number of the house that it was delivered to and showing them the color of my residence and the number of my residents which is two different numbers and two different colors and I'm still being told that I'm a liar that it was delivered to me which it was not this is the second package that was delivered that did not come to **** have provided several pictures of my establishment and I will now be providing the last two pictures of the residents that my merchandise has been delivered two, babe let's go tow truck okay yeah I

  Business Response

  Date: 03/25/2025

  Hello *******,

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

  Thank you for your patience. We sincerely regret that your original package was not successfully delivered.

  To resolve this issue, Temu has processed a replacement shipment for you. The new package is being shipped via ****. According to our latest tracking update, as of March 25, 2025, at 3:27 PM EDT, your package has arrived at the **** regional distribution center in ****************************. The estimated delivery date for this package is on or before April 2, 2025. You can track your shipping status and see your expected delivery date directly in the Temu app or on Temu.com.

  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:03/17/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/29/2025, this telescopic pruning saw, drill,extension, scissor ect. I called TEMU customer service and verified the ad/advertisement through an agent, the agent told me that the ad was one package all together. I sent peaceses of the texts to you. I have all texts,videos, pictures, original ad/advertisement, ect. I have somuch evidence please contact me for anything. To get back to the complaint, So I odered this pruning saw, scissor, drill, extension, ect, and they just sent the drill, because I toldby an agent the ad was misleading and it was wrong, but they left the advertisement up the same for months, and other people joined my review and agree with false advertisement. TEMU abd there merchant has tried all tricks, when the drill got to me ,it was missing 3 peaceses and I notified them and they reshipped the missing components, but they are trying to say that the missing parts was the pruning saw, scissor, extension, ect, which I have never received the orher peaceses or tools that **** with the oder. All they need to do is send the rest of the oder advertised. They claim *** delivered the package to my house and and the driver took a picture of a porch ,which was not mine. I sent a picture of the driver picture and a video picture of my porch to you. This issue has been going for almost 4 months, because they are trying to cover of the advertisements, and they want answer anyofmy questions, they want speak about the contact with their agent. I talked with an agent in ****** and she recognized the false ad, and told me she wad putting in a ticket to get the rest of the shipment to me, but it was not true. I am all over the place, I know please call me, because it not about the money, its about the manipulation, disrespect, dishonest, scamming, misleading, fraud ect. FALSE ADVERTISING.

  Business Response

  Date: 03/26/2025

  Hello *****,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.

  We have checked the order details you provided and are willing to provide you a partial refund of $12 to your original payment channel, and you can keep the item. Please let our customer service department know if you accept this offer. Once confirmed, we will process the refund immediately. They will provide you a detailed explanation on March 26. 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: 03/26/2025

  [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:03/17/2025

  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.

  On 1/21 I was sent a notice of a coupon for $100 off and that I could use it now.A sample is attached. I spent $100 and they wanted my credit card. Next thing I know, they charged my card. I questioned them and they explained that I did not push a certain button at the bottom. There was another one for $153.92 which did the same thing and informed them to cancel and the credited that one. At this point i FILED A DISPUTE AND THE $109 was credited back.On 2/5 I received refunds totaling $98.17.Then on 3/5 I was charged the same amount. I did not see a response from you about this so I questioned and received the letter asking me to detail.I messaged *** told TEMU that if they would send me a return label, I would return most of the items. I was told that because of this claim they could not do anything.

  Business Response

  Date: 03/25/2025

  Hello *****,

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

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

  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:03/16/2025

  Type:Billing 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.

  Today, I placed an order on temu.com, but I was expecting to be given a chance to specify which payment method I could use. Instead, the charge was made to an account that I knew I did not have an adequate balance. I wanted to change it to another debit card installed in my account, but the website did not allow me to do it. I had no choice but to cancel the entire order because I did not want to leave myself with an overdraft. What happened? Temu canceled the order, but I NEVER RECEIVED EVEN ONE NOTICE THAT I COULD DISPLAY TO THE BANK IN WHICH THE ACCOUNT WOULD BE OVERDRAWN!!! Grabbing money and showing that the paying customer is not to be considered seems to be the policy. I'm feeling that shopping on Temu is too risky if such things are programmed to work without giving the customer the ability to choose which payment method to use for payment. This has me truly disgusted. I have the balance in a second debit card in my account there, but no, I wasn't to be givein any consideration; go ahead, charge the account to create an overdraft, and never mind that the paying customer will suffer damages!!!

  Business Response

  Date: 03/24/2025

  Hello *******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. According to our latest internal information, our customer service team reached out to you on March 23 via email ticket **************** with instructions on how to bind your bank card.
  
  Furthermore, we have verified that emails were sent to the email address associated with your account on March 16th to inform you of the order cancellation. We recommend checking your email's spam to see if you received this notification.
  
  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: 03/24/2025

  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 filed the complaint largely because an employee at my banking institution mentioned that because Temu is based in *****, unauthorized charges from unknown entities could be a result of my dealings with Temu. I would not have known anything about such connections, but she was the one who urged me to make contact to see what I could do, if anything, to make my purchases more secure.

  I do not have any incoming emails from Temu dated March 23 to the emali address on which this notice came; it is the same email address that I now use with Temu. However, I know that sometimes there is a delay in deliveries of emails, so it might be coming very soon. I will follow any instructions that are mentioned. However, I would like to request a way that I can make contact more directly. I end up turning to the Better Business Bureau frequently because of the all-too-common practice that many businesses have of "hiding" from the public by not providing options for direct contact should problems arise. As a published writer, I have written about this pratice in the following editorial:

  Hiding from Humans
  ********************************

  Because the bank is better informed than I am, I only acted according to the urgings of the bank employee with whom I spoke. BBB too often acts like a sort of "communications agent" when I have no guaranteed method of communication, and I am sure that BBB sees a complaint with my name on it and groans, but when I am given no alternative, I know that BBB can make the connection even if I cannot do it myself.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. I might mention that today is my 73rd birthday, so I am giving my thanks that Temu has made efforts to resolve this problem even if it is not confirmed as a real problem with Temu. I could not afford to ignore a warning from my bank; they are the ones who control the purse strings, not me!
  
  Respectfully submitted,
  
  ******* ****
  ************** cellphone
  ************** fax
  

• Initial Complaint

  Date:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly sent the required proof to get help with this nobody seems to be looking at it or paying any attention to the fact I was sent a ridiculously undersized product. I sent a video of me measuring this item which is a step further than I even needed as i was only asked for pictures. Temu has been intentionally holding out for months and refusing to refund this item, probably hoping they could get me to forget I can do a chargeback if needed (which I will if this isn't solved after posting here). Me having to fight for ***** dollars for almost 3 months straight is insane and quite frankly I have never seen a site be so unprofessional, I have explained why I am unable to do certain things and temu doesn't care nor have they been willing to make an exception. I would steer clear of this site if you actually want to have peace of mind when buying things because temu doesn't have your back and they lie about buyer protection, not to mention all the fraudulent sellers they allow to sell on the site with deceitful listings. If I buy a blanket of a certain size I expect it to be as listed, not go from an adult size to barely even a baby sized blanket, that is extreme false advertisement and temu seems to stand behind allowing it while also being abusive towards the buyer.

  Business Response

  Date: 03/24/2025

  Hello ****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your orders have been refunded to you on Mar 18. $16.14 has been refunded to your original payment channel and $2.90 has been refunded to Temu Credit balance. Once the refund has been successfully processed, please note that it may take 0-5 business days for the refund to appear in your original payment method. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.
  
  Our customer service department has also offered you an explanation through an email ticket on March 18. 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:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an electric bicycle from Temu.com on 17 November and did not approve my purchase. I hardly use it and return them with in their allowed time of return window. I securely packed every thing in the box. I paid about $319.36 for the bike and they refunded $147.88 claiming that battery was damaged during shipping. I rejected this claim by informing that I packed the battery in a separate thick micro foam box. Merchant changed the reason that battery is disfunctional because of the use of 3 months period. I hardly use it for an hour. My first return label initiated just after first use on 27 November but could not returned it because I am a student and didn't get time to desemble and pack it, and also knowing that I have 3 months window to return it. I return bicycle in their allowed time in excellent packing and condition. Now merchant is not refunding my full money back and Temu is supporting the merchant. Temu is assigning me different agent but none of them is willing to refund my full money back. Some are offering partial refund that I didn't accept. I am asking my remaining money of $171.48.

  Business Response

  Date: 03/25/2025

  Hello ******,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.

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

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

  Best wishes,
  ******