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:01/14/2025

  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 Let me try and summarize...., I returned an item I purchased and they will not refund me. The item is worth $164.82 since november, 2024, they keep tosing me back and forth speaking with different Customer agent who claim to be opening tickets each time . Its over two months and they will not refund yet. The thing is , they claim that they do not recieve the item you returned snd when you provide evidence they toss you around . Thankfully i have all return reciepts and evidences , i even contacted **** because i had shipped the item via ***** the return label they gave me ) *** confirmed thst the item was handed over to them at the address of return. I managed to to add a customer support from ******************** to the call either someone from **** and immediately I announced that ***** is a third party on this call from *** to clarify issues, the temu agent got ***et and hung up the call. I even went as far as doing a chargeback with Afterpay, ( i really regret using afterpay, because they do not care about whatever you go through as their customer, they only are concerned about you paying then) uno, afterpay did not help, but Temu even got ***et that i had reported to my bank ( Afterpay) they wuickly started claiming that there is a charge back on the account hence they are unable to process my refund. This took over 6 weeks after over the first 4 weeks of begging for my refund from temu to no avail. Finally i reached out to afterpay with messages proof that temu is claiming that they already took the money and Afterpay denied that happening. Again an agent from afterpay was added to a call with a Temu specialist and they acted like they were going to issue my refund, they even ask for proof( a message from afterpay saying they never process a charge back) which I provided. Up until this moment, they have not issued my refund .

  Business Response

  Date: 01/22/2025

  Hello Wuraola,

  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 for the inconvenience regarding your concern. We understand that you returned the items and we conducted a thorough investigation regarding your returned items, and as per the result, our warehouse hasn't received any items. We highly suggest to keep in touch with your carrier for further details and assistance regarding this matter. We regret to inform you that we are unable to support your request for a refund in this case. Our customer service department has also offered you an explanation through an app message on Jan 16. 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 further assistance, please message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

• Initial Complaint

  Date:01/14/2025

  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.

  On 12/17/24, my Temu package worth $110.74 was stolen. I reported the stolen package through ********** and called customer service, who informed me that they would look into it. However, I have not heard back from with an update or my refund. It has been 1month since my report. In my report, I included the office phone number of my apartment to assist with their investigation. I have yet to find out whether they contacted the office or are checking the surveillance footage, as I mentioned to UNIUNI multiple times that there are cameras in the area where the package was left. This situation could have been avoided if the ****** delivery personnel had dropped off my package at my apartment door,#***, which is included in the address. I am requesting my refund and will no longer use any delivery service associated with ******. A uniuni representative assured me they would reach out within 24hrs to conduct an investigation, but it has now been a month without any communication. As of 12/28/24, I am unable to create a ticket on the ********** support site. I waited for 53MIN when I called customer service, and then the call dropped.This situation is frustrating and has caused me a lot of anxiety during the holidays. I need my ********* has been over a month. I have reached out to neighbors, the manager of the apartment, and Maintenace and no one has seen my package. I have seen on the internet that this has happened multiple times with this company, where they take several pictures of the package drop-off, but there is actually no package.This is starting to feel like fraud and theft. I have called customer service several times, but the calls always seem to drop whenever Im in the process of explaining my situation.Please help me; I dont know what else to do. They took my money, and it seems they have done this to other people as well. I would not be reaching out to the Better Business Bureau if I hadnt tried multiple times to resolve the issue directly with ******.

  Business Response

  Date: 01/21/2025

  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 $111.66 of your order has been refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method.

  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:01/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  temu website advertised an eBike by Jansno Direct Shop for $259.33, and was not honored as advertised, when I contacted the seller (Jansno Direct Shop) i was told it was for a battery only and not the bike, I contacted Temu **************** shortly after the advertised sale was changed in the website. I have a pony of the original advertised sale as proofs of my argument. the price was changed to $676.47

  Business Response

  Date: 01/21/2025

  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 the inconsistent item description may have caused. We understand your concern and want to assure you that it has been promptly communicated to the relevant department. We appreciate your swift and attentive observation regarding this matter. Your input significantly aids us in monitoring and addressing such incidents more effectively. Our customer service department offered you an explanation and a compensation plan through an email ticket on Jan 15. 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: 01/21/2025

  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. 

  the reason why i rejected it is because Temu customer service treated me as an incompetent person, two days later after my complaint about the false advertising price, the website advertising was changed.
  
  I want them to honor the price advertised.
  

  
  

  Business Response

  Date: 01/29/2025

  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 details you provided and can confirm that our customer service department has been following up on this issue. They provided you a detailed explanation and a compensation plan on Jan 29. Please check your inbox for more details and respond if you have any other requests.

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

  Best wishes,
  *******

  Customer Answer

  Date: 01/29/2025

  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. 

  I reject the response from TEMU, their excuse is not acceptable nor makes any logical sense, they refused to  extend the price as posted in their website and changed the prices after i complaint about it. 

  [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 reject the response from TEMU, their excuse is not acceptable nor makes any logical sense, they refused to  extend the price as posted in their website and changed the prices after i complaint about it. 
  FAQ
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:01/13/2025

  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.

  Scamming money . Charging more than they should also not shipping product in a timely manner things will say out for delivery and that arent about $250 not all pictures would upload

  Business Response

  Date: 01/22/2025

  Hello Manda,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we confirm that the correct items were delivered to the correct address. We also suggest checking all locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package.

  Furthermore, if you have any evidence that the package has not been delivered, please send it to our customer service department. They contacted you through an app message on Jan 18. Please check your Temu account for more details.

  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,
  *******

• Initial Complaint

  Date:01/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Temu offered a promotion to get 10x $10 off coupons which stated there was no minimum purchase. You had to place two orders - one of minimum $15 and one of minimum $60 to get the coupons. I placed the orders and got the coupons. I placed an order of just over $10 to get the $10 off on the order. When I went to use the next coupon, I could not - as there was suddenly a $35 minimum purchase for each order - $35 AFTER the coupon discount. When I contacted customer service, they refused to remove the minimum order amount. I uploaded photos of the coupons that clearly state no minimum purchase and they still would not remove the minimum purchase. This is an unfair bait and switch tactic.

  Business Response

  Date: 01/20/2025

  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 are committed to resolving this issue as soon as possible. According to our latest internal information, our customer service team reached out to you via email on Jan 15 to provide assistance and has been following up on this issue. Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  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:01/13/2025

  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.

  Temu has now changed the address of my box to go back to the shipper, but will only refund my my $125 dollars once I ship the box back. No help from customer support. No way to get my money back. Shipping shows the package is no longer coming to me.

  Business Response

  Date: 01/20/2025

  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 package you mentioned has been refunded to your original payment channel on Jan 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. 
  
  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: 01/20/2025

  
  Better Business Bureau:
  
  It is sad that it takes getting the BBB involved inorder to get a rightful refund. 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:01/13/2025

  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.

  Company said it was delivered to our door when it wasnt we called the company right away. They still insisted that is was delivered but the picture that they showed was not our door. Finally found it at the end of our street at a building that is not used.December 7th 2024 Package was supposed to be delivered at our address. When it wasnt delivered we called the company again to let the know that it was not delivered to our door. Company insisted it as but have not received it to this date January 6 th 2025 Received noticed that we had a delivery at our door again and when my wife went to check it was not there Lucky my wife looked at the picture and knew where the package was. It was at the office door which is not may address We are a gated community and to be entered you need to be buzzed in .Which each time the driver did not buzz to be let in they just drop it off where they wanted to.

  Business Response

  Date: 01/22/2025

  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.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a refund for the order you mentioned. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Dec 7.
  
  Our customer service department has also offered you an explanation through an email ticket on Dec 13. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:01/13/2025

  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.

  To ***** *********** *******,I am writing to formally raise a complaint regarding my order from Temu, Order #PO-211-09758998600231622, placed for a LetsCamp chair totaling $48.48. Despite multiple follow-ups and assurances, I have yet to receive the item.The timeline of events is as follows:1.I was traveling during both the Thanksgiving and Christmas holidays and instructed my concierge supervisor to hold all shipments until my return.2.Upon noticing the chair had not been delivered, I reached out to Temu via its AI chatbot. Initially, I was informed that the item was marked as delivered and that I would not be eligible for a refund.3.After further persistence, another representative assured me the chair would be resent, which I agreed to. However, as of today, I have not received the item or any communication regarding its status.4.Attempts to resolve the matter through your customer service hotline *************) have been equally frustrating, with extended hold times often leading to disconnection.This experience has been disappointing and unacceptable. The lack of accountability and resolution has undermined my confidence in Temu's services. For comparison, other platforms such as ****** offer far superior customer service and dispute resolution processes.I cannot speak to a HUMAN!!! I am tired of the poor customer service after all of the business I give you I am now convinced this is a SCAM YOU DONT PROVIDE SERVICE SUCH AS ******. Credit back my Affirm account ASAP.I am now demanding a full refund of $48.48, as Temu has failed to fulfill its obligations under the transaction. Should this issue not be resolved promptly, I will have no choice but to escalate my complaint further.Please confirm receipt of this email and provide a timeline for when I can expect a resolution.Thank you for your attention to this matter. I look forward to a prompt *******************

  Business Response

  Date: 01/20/2025

  Hello *****,

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

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and can confirm that our team is still working diligently with the relevant department to investigate and verify this matter. This process may take some time to ensure that we provide you with accurate and reliable resolution. We apologize for the long wait this has been to you. Our customer service department 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,
  *******

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've explained to Temu customer service that *** does not deliver to my address! Temu customer has dismissed me stating "wrong address or insufficient address details!" The order is not even showing Temu it shows as ****** I tried to provide evidence of this they state they can't receive emails. This is very disrespectful especially when I've spent a lot of money with Temu! All of the orders sent via *** have never been delivered, all other orders are delivered with OnTrack. I even pointed this out & I got the same response. I'm currently waiting to file a lawsuit against *** for not delivering & wasting time. If this is what I have to do to get Temu to understand the situation and adjust my order deliveries to a reliable courier ie. OnTrack I will not order from Temu again!

  Business Response

  Date: 01/24/2025

  Hello Tzadeekwah,

  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 this may have caused. We have checked the details you provided and can confirm that our customer service department has been following up on this issue. They contacted you about this issue on Jan 24. Please check your inbox for more details and respond if you have any other requests.

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

  Best wishes,

• Initial Complaint

  Date:01/13/2025

  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 on temu the order number is PO-211-*****************. I was not given a shipping option instead temu took it upon themselves to change my shipping to shipping by sea taking the order twice as long. The claim its due to size and weight however i have ordered bigger packages and they shipped normally. Now when i reached out to customer service about this i was treated as if i didnt matter to their business. I was told i would receive a $5 credit for compensation along with a partial refund for only $16 however when i accepted these two offers i was told i would not receive them. I want a full refund for the entire order the amount of which is $45.58. i also want the $5 credit in which I was offered.

  Business Response

  Date: 01/23/2025

  Hello **********,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been fully refunded to you.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Jan 19. 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: 01/23/2025

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