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:03/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on March 1, 2025, and on March 2, I was notified that I needed to verify my payment method. I promptly submitted all requested documents, yet my verification was denied. I resubmitted the documents, only to be denied ******** resolve this, I canceled part of my order and reordered, but both orders were again flagged for verification. I submitted the requested documents once more, and once again, I was denied. Frustrated, I contacted a representative for guidance on exactly what was needed. They assisted me in preparing my documents, but even after following their instructions, my verification was denied yet again. Additionally, another order containing 11 items was flagged for verification, including a request for justification on purchasing multiple quantitiesdespite the available options being 10pc, 30pc, and 50pc. Interestingly, this order was approved only after I verified over the phone. However, when I requested to speak directly with the verification department, I was informed that this was not possible. I then requested a supervisor but was told none were ************ this point, I need clear communication on exactly what is required to verify my payment and have my orders shipped. I have provided everything requested multiple times, and yet, my verification is consistently denied without a valid explanation. Please resolve this issue immediately and ensure that my orders are processed without further unnecessary delays. I look forward to your prompt response.

  Business Response

  Date: 03/12/2025

  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 have received your feedback regarding the inconvenience caused by the repeated requests to verify payment methods and submit documents, which affected your shopping experience. We sincerely apologize for any frustration this may have caused.
  We fully understand how this situation has impacted your experience with us, and we are committed to addressing it promptly. Rest assured that your concerns have been prioritized as a top priority, and we have coordinated with the relevant departments to conduct an urgent investigation. 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:03/03/2025

  Type:Customer Service 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 spent 5 hours referring people to their website with the promise of $250 in store credit if I did so upon completion of more than enough referrals they claimed I had not done enough they said that people are referred their never went to their site although the people I referred showed me screenshots of having done so some of the people I refer being my mother stepfather close friends people who would not lie to me and one of the people I referred was a new customer had never been on the website I asked him to download the website and then send him my code to get his brand new customer referral which would have been enough to get me the whole thing but they claimed that he was in existing customer because he downloaded the app and then put my code into it team you as a scam I want to be compensated I plan on probably going to ******** with this as well and telling them about it

  Business Response

  Date: 03/09/2025

  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 Redeem Coins event. We have carefully investigated your issue and we are sorry to inform you that the rewards issued to you are consistent with the activity according to our rules and policies. After verification, the new user you mentioned is an existing user. 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 has also emailed you and offered you an explanation through an email ticket on Mar 6. 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 further assistance, please send us more proof by messaging us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 03/10/2025

  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 had my friend download the app and then click on my link because I thought that's how you were supposed to do it the fact of the matter is they can look and see that he downloaded the account and accepted my thing within less than 5 minutes of having downloaded the app because that's how I instructed him to do it because I thought that's how you were supposed to do it. The fact of the matter is that I am poor and I was offered $250 if I could get them new business and I got existing customers to go back out of their website and do business with them and also a new customer who happens to like to shop ******************** a lot to download their app and open an account as well but because it was done backwards because that's how I thought it was supposed to be done I didn't receive my reward of $250. I think all their games like that are a scam and I believe in my heart that even if he would have been counted as a new customer they still would have found a way out of paying me. Something needs to be done more than the $20 credit they gave me I have a feeling trying to resolve this because I told them that I'll be posting it on ******** which I have not yet done giving them a chance. After this they still don't do nothing to make it right I will be going to ******** Tick Tock anyone I can tell about the scam that team you does to people because it's not just me that has been done too I've talked to multiple family and friends who said this has happened to them as well and they're all willing to collaborate on this post that I'm planning on making and share it and maybe even make up some of their own. Thank you for your time.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 03/17/2025

  Hello *****,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We completely understand the outcome may not always be what you were hoping for and sincerely apologize for the disappointment that the result brings to you. We want to assure you that our promotional activities are genuine and effective. As per the rules, we can confirm that the rewards issued to you are consistent with the activity. However, as a gesture of goodwill, our customer service department has offered you Temu credit on Mar 8. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. We hope this gesture will make your future shopping with Temu more enjoyable.
  
  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 send us more proof by messaging us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:03/03/2025

  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.

  Ordered 10 folding white tables Feb 6th. Courier delivered 9 and explained that Temu had saved on shipping costs by taping two tables together at a time. One table had apparently fallen off due to poor shipping tape and told me to contact them to tell them of issue. Courier also put in a ticket to explain what had happened. Temu had continued to delay response and keeps telling me they are escalating the issue and will provide me a client care ************ has not occurred.

  Business Response

  Date: 03/11/2025

  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 $106.41 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:03/03/2025

  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 bought an item from Temu in April 2024 for ****** USD, and it arrived late. Since it was taking time, I asked my bank for a refund of the ****** USD (shown on the May 2024 credit card statement uploaded). I later kept one of the items valued at ***** USD (travel bag with order ID: #************************, I have uploaded the evidence) and asked my bank to adjust the disputed amount to ****** USD (shown in the August 2024 credit card statement uploaded). Temu later refunded ****** USD to me and asked me to keep some of the items because the items were shipped separately (Refund ID: ****************************, I have uploaded the evidence). In August 2024, my bank found the transaction to be valid and credited Temu back the ****** USD and closed the case. Since August, I have been reaching out to Temu to get my ****** USD back because out of the ****** USD I paid, I kept an item valued at ***** USD, and Temu gave me a partial refund of ****** USD. So, I have been seeking the other refund of ****** USD, and Temu keeps deceiving me, telling me every time that my bank has placed a chargeback on the account, preventing them from issuing me the refund, and I have called my bank hundreds of times and they tell me that Temu already has the money since August 2024. The ****** USD has been incurring interest in my bank, and I need my refund and the interest charges from Temu.

  Business Response

  Date: 03/10/2025

  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 $403.68 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,
  ******

  Customer Answer

  Date: 03/10/2025

  [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:03/03/2025

  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.

  Their game farmland promises rewards after completing events but will not give the rewards and when you complain to customer support the just keep giving same pre made answers on how the game is played and won't acknowledge that they change game rules as you progress I'm order to keep from giving rewards. I have spent hundreds of dollars on items to further my progression in game and when i completed the last mission it just stated me all over again and didn't give me my reward items.

  Business Response

  Date: 03/09/2025

  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 game Farmland. We assure you that our programs are genuine and effective, and numerous users have already completed the tasks and received rewards for their efforts. We have confirmed that your achievement progress is ***** and we encourage you to keep pushing forward to get your rewards.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Mar 6. Our customer service representative has also offered you Temu credits to express our appreciation for your participation. 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 further assistance, please send us more proof by messaging us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 03/09/2025

  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
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:03/03/2025

  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.

  Went to their sight and they told me if I used their ap would get 6 free gifts. So I did that and ordered them , went to total out and then they said I had to buy $65 merchandise to get those. I have been with them for two years and had ordered tons of stuff. Now I am not working and cant do that. I am on social security??

  Business Response

  Date: 03/10/2025

  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 the rules of our activities are stated on the activity details page. Unfortunately, we cannot make exceptions to the rules for any individual participant. Meanwhile, we value your feedback and will continue optimizing the activity to provide a better user experience. Our customer service department will offer you an explanation and a compensation plan through an email ticket on March 10. Please keep an eye on your inbox.

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

  Best wishes,
  *******

• Initial Complaint

  Date:03/03/2025

  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.

  As you can see in the first photo top left, it says I have $193 balance to "spend like cash" that is a 100% lie. I selected items and it took me to check out and charges me full price. I contacted support they claim I would receive a discount that I can't really spend it like cash which is another lie. You get NO discount. As you see in the other photos the battery charger in my cart is the exact same price with the promotion and without. I was given a $193 to spend like cash and you can't, you get no discount nothing. This is a fraudulent, misleading scheme to get people to pay full price thinking they got a deal. They're is no excuse I was given 20 by support. It wasn't "program based" it was a offer I was given, I did not opt into a rewards promo, it popped up saying I had $193 to "spend like cash" as you can see and its a flat out scam. Support also said well you get a discount for the $193 which was a lie as shown items are the same price with and without being in the promotion, then later in our chat after I proved they aren't a discount he then said "disregard that message it was sent in error". Of course it was, its avoiding responsibility to customers, scamming them then hoping they just go away. I will take this far as possible and contact legal if need be. I'm tired of being lied to by Temu.

  Business Response

  Date: 03/11/2025

  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. Please rest assured that the activity is real and valid. Meanwhile, we value your feedback and will continue optimizing the activity to provide a better user experience. Our customer service department will offer you a detailed explanation on March 11. 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:03/03/2025

  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 never received my order due to addresses being changed on the account. I contacted them **** and they assured me I would get the product. I dont have it and I want my money back.

  Business Response

  Date: 03/10/2025

  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 the correct items were delivered to the correct address on March 3.

  You can track the shipping status and see the delivery date directly in the Temu app or on Temu.com. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive a $5 credit (for standard shipping) or $13 credit (for express shipping) as a sign of appreciation for your patience. 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 (********************************************************************************).

  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:03/03/2025

  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 am having trouble with 3 different returns I have been trying to get completed. I have been required to spend many, many hours dealing with Temu agents. On two of the orders I was not able to complete the returns due to a problem with Temu website. When Temu notified me that I did not submit the return within in the 90 day return policy, I would reply with a detailed explanation only to be told again I missed the 90 day policy. I have found these agents are either stupid, ignorant or they do not have the mental capacity to read and understand the English language, and they never answer or address all the facts in my correspondence. For example, on one return, I emailed a question to identify an item. That identification was never given to me and they used the date of the chat stating that is was the reason the return did not meet the 90 day period, the real problem is the fact that I have documentation that is proof these agents are not able to under the correspondence or they are just to lazy to investigate. I did miss the latest return time period, because I was spending many hours writing emails to show the agents the error of their ways to no avail. On one of the many email to give the agents an understanding of the information I was presenting them with took me well over 3 hours to gather and submit. One of my emails, I numbered them One through, I believe seven or eight and still they did not respond to any of the points. I have even offered to write the email as if I was talking with an 8 year old child in the hopes it would help, but it did not. I have asked so many times for the contact information for the Owner, supervisors and managers in order to file a formal complaint - still no replies. I actually wonder who runs this company and if they know exactly the sub par actions of these employees! In the past, I worked for a large mid west utility in their **************************** (see balance of this statement attached as BBB complaint)

  Business Response

  Date: 04/08/2025

  Hello ******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have carefully reviewed your order details and understand your concerns. We have confirmed that that your order was already outside of the after-sales period when you initially inquired about a return. Please understand that Temu's return and refund policy has a return window of 90 days after the day of purchase. 
  
  While the standard return period has passed, we do understand your situation. Therefore, our customer service department has offered you a special refund resolution for these three orders. This includes a full refund for two of the orders and a partial refund for the remaining order. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 04/13/2025

  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. 

  This response from Temu truly confirms my complaint about the agents inability to investigate and think for themselves! All of the agents who came before ***** are actually stating false statements and lies. If ***** and all of the many agents actually took the time to read and understand all of my many, many emails, it would have been clear their statements "We have confirmed that that your order was already outside of the after-sales period when you initially inquired about a return" statements are entirely false because I supplied the correct information in my email, which they have either ignored or failed to understand my statements, and they have never addressed the issue of the problem I encountered with the Temu website while attempting to complete two different returns. It is not my responsibility to do the investigation for your agents, but for your position on stating this my return was outside the 90 day return police, I will give you the actual facts. If you will take the time to actually read my emails, you will discover that I have explained this several times to your different agents who still ignore and refuse to understand my explanation of this problem. I am going to make this so simple that anyone who reads this will able to see exactly where your agents are going astray. I first attempted to make the two returns in question prior to the 90 day return policy expired. Then after I attempted to entered the return and I was having trouble with the temu website and it would not let me all of the items I intended to return, it only gave me a mailing label for 4 or 5 of the total items. At some time after the ******************************************************************* order to get a detailed description of one of the items I intended to return, while I was attempting to work through the website problems. Apparently one of your agents seized upon the date of the chat and attempted to claim the chat date as the date I attempted to enter the return, If this agent had any intelligence at all, he/she should have realize there is no correlation between a chat and a return . I am trying to nice with this next statement, but how stupid can the original agent who seized upon the chat date and making it the date that I went on the website to enter a return, but it doesn't surprise me because this is the mentality of these agents of Temu. I am a little disappointed the Grace apparently didn't personally investigate the total facts prior to replying to my complaint. There is one interesting fact that ***** did not address as Temu's website, if properly programmed, should record all attempts of a customer attempting to enter returns via the website. There is one other fact that ***** has conveniently refused to address, the website did produce a return label for the return in question, and I would like to know if the refusal to address this return label information was intentional due to the fact that it would totally prove that everything stated by all these agents is nothing more than using false information and lies to support their position. This is exactly what I have stated that Temu and its agents are not honest and trustworthy!

  It is time for Temu to stand up for this Customer and honor both of these returns!

  
  

   

   

  Business Response

  Date: 04/19/2025

  Hello ******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have carefully reviewed the details of the three orders. Our investigation confirms that there are no prior after-sales service records for these orders. Also, our records indicate that the initial inquiry regarding a return for these orders was made after the expiration of the after-sales period. As such, we are unable to support your return request for these orders based on our policy. 
  
  Furthermore, we noted that you mentioned a return label was generated for your order. We have reviewed your after-sales requests and identified two orders: PO-211-***************** and PO-211-*****************. Our records indicate that both of these orders are currently within their respective after-sales periods and are not considered past the after-sales timeframe.
  
  If you could provide the specific order number for which a return label was generated, along with the corresponding screenshot, we would be happy to investigate that particular situation further. Thank you for your understanding and patience in this matter. We look forward to receiving the additional information so we can assist you as best as possible.
  
  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: 04/23/2025

  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. 

  My Rejection Response:

  
  

  *****, I'm sorry, I sincerely think that you have missed all the points addressed in my many complaints in all my correspondence.

  
  

  1.) If you would have investigated the first return mentioned, you would have discovered the actual date I attempted the return. Here is something I copied off your website that shows the return date, since the following was on your website - why didn't you find it?

  
  

  This is evidence the return was attempted on February 3 and not on February 9 as you and all of your agents claim - this is false information and a direct lie. If you took the time to review my emails, you would have discovered this information yourself. In my initial complaint, I stated "proof these agents are not able to understand the correspondence or they are just to lazy to investigate".

  
  

  2.) I have addressed problems with the actual website that prevent the return of all items I marked for return and not one of your agents has addressed those issues. There were two returns involved in these problems.This is the second return attempted but not completed because of website problems. Temu did not respond, Why?
  

  
  
  

  3.) I have requested many times for names of supervisors and managers along with contact information, and your agents refuse to respond to the request. Temu did not respond, Why?
  

  
  

  4.) I have asked for a statement show all debits placed by Temu to my credit card along with all credits placed by Temu on that same card. I made this request because I sincerely believe that Temu and your agents are not honest. It is interesting that Temu has constantly refused to supply this statement. Why?

  
  

  I have stated many times Temu is not an honest and honorable company, and, in my opinion, what your and your agents are attempting, with all your false statements and lies, is nothing more than theft by deception!
  

  
  

  When I was part of the management team of our *************************** of a large mid west utility where I spent several years actually speaking with our customers and investigating complaints, we always taught our agents that if your listen to your customers they are going to give you 90% or more of all information that is needed in your in your investigation, and I always found that suggestion to be absolutely true.

  
  

  I firmly believe that if you and your agents just took the time to thoroughly read my emails this problems would have been handled without all of the constant lies and false statements on the part of Temu.

   

   

  Business Response

  Date: 05/12/2025

  Hello ******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback. We are sorry to inform you that we are unable to view the images you provided on BBB. However, based on your description, we understand that you attempted a return on February 3rd.
  
  Upon investigation, we have identified that the after-sales request initiated on February 3rd corresponds to order PO-211-*****************. This return request was subsequently canceled because the items were not shipped back within the specified timeframe. This order is also not the same order you mentioned having return issues.
  
  Furthermore, when you contacted us on February 9th, you indicated that you were unable to return certain items due to a website issue. We have carefully investigated your issue and have not found any return problem in your account. Our customer service team also informed you of this. For further investigation, we may need more supporting evidence from your side.
  
  Additionally, if you have any questions regarding your order transactions, we recommend checking your account's order history or requesting payment details from your bank for clarification. Thank you for your understanding.
  
  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: 05/18/2025

  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. 

  Customer rejects the Business ************************ response to Complaint #********.

  
  

  Grace, I  am rejecting your latest response and statements regarding  my complaint, and here is the factual reasons:

  1.       In your first response to my complaint, you stated PO-211-***************** and PO-211-***************** are currently within their respective after-sales periods and are not considered past the after-sales timeframe. In this sentence you have used the term are which is the present tense. This indicates, at the time of your reply, they were still eligible to be returned, but in the previous paragraph, you state these orders was made after the expiration of the after-sales period.  Are you aware these statements are in direct contradiction with each other, that is if you are making reference to my original complaint.

  2.       With your statement these orders was made after the expiration of the after-sales period, this is just another false statement and a lie on your part. Now you are stating that I did actually attempt to make the return on2/3, and not on 2/9 a fact that your customer service agents have stated over and over again. This is a fact that I have asked many, many time to actually investigate my claims and Temu has refused. You only admitted the date was actually 2/3 is strictly because I supplied evidence that you and all the agents of Temu were lying all along. You could have actually found this information if you just performed an investigation of the facts, but you and all of your agents were more comfortable with constantly lying about this date. I have the emails to prove it.

  3.       I mentioned the problems with the Temu website over and over, and no one would address the problem, is it because your agents are to lazy or is it a total lack of intelligence to address the issue, or is it because they choose to continue the lie about the 2/9 date. Temu could have checked your website records to find the correct date, but you did not until such time that I actually supplied data that proved your cover up.

  4.       In your current reply, you are now changing the reason for refusing to comply with my return. Now you state This return request was subsequently canceled because the items were not shipped back within the specified timeframe.  This is the exact reason that I have stated that Temu is not an honest and honorable company, it is quite apparent, in this case, that when you only relied on the erroneous date of 2/9 to deny my return, and after months of my emails begging your agents to actually investigate the facts you change directions and now, you think, there is another way to refuse the return by claiming something else which is also false. This statement lacks to address the actual problems with your website as when it issue a return label, the total items of my return items were no included with that return label. The label covered just a few of the items rather than the totality of my return items. This is the exact reason I did not return the partial list of items and contact Temu by email. I have the proof.

  5.       At this time I would like to address the fact that for some unknown reason, you think that I was informed of the following For further investigation, we may need more supporting evidence from your side , I am going to address your request for supporting information to support from me, the customer.  I believe this is actually the fourth (4) time one of your agents has made a request that would actually require me to travel back in time to acquire the information or proof that could only be found at the actual time of the event. The very first request Temu was asking for something that would require time travel, one of your agents , after the fact, requested that I take a photo of a Temu package actually being delivered along with photo of the package being opened and lastly a photo of all the contents in the package. In my email about this request, I politely informed the agent that I would need to travel back in time to accomplish the request , and I did not posses a time machine or know of any one that had one. I further stated that if Temu owned or had access to such a machine, I would be more than happy to try. I truly had a good laugh about the request for the time travel, so much that I thought I was in an episode of The Twilight Zone!

  6.       Your statement when you contacted us on February 9th, you indicated that you were unable to return certain items due to a website issue. We have carefully investigated your issue and have not found any return problem in your account. Our customer service team also informed you of this. For further investigation, we may need more supporting evidence from your side.  I want you to know that I am offended by this false statement, and its nothing more than a direct lie on your part! The contact on 2/9 was a chat session and the subject of that chat was strictly an attempt to get an accurate description of a product that I was returning , and I want to make sure I would be returning the correct product.

  In conclusion, *****, in your first response to my complaint your stated the following Our investigation confirms that there are no prior after-sales service records for these orders and this is the lie that you stated.  I would like did you personally perform the investigation that led to the lie? I rejected your first reply to my complaint, and I responded with the following  fact that I numbered as 1.) If you would have actually investigated my first return mentioned, you would have discover the actual date of the date I attempted the return, I even supplied the actual date of return copied from your website that for some unknown reason, none of your agents or yourself were able to locate in your investigations, I would like to know why? When you replied to my rejection of your initial comments, you actually had the audacity to take credit for the following Upon investigation, we have identified that the after-sales request initiated on February 3rd corresponds to order PO-211-*****************, actually, if you read my emails, you will find that I have asked your agents over and over to investigate these facts.  It would have been nice if you had stated something like with the documentation you provided we were able to verify that you were indeed correct regarding the date you attempted the return rather than trying to take credit for finding the exact date of my attempted the return. *****, this is just another example of your lies and false statements. If your agents had the intelligence to following my suggestion of doing a thorough investigation they would have found my facts to be accurate months ago. You further stated This return request was subsequently canceled because the items were not shipped back within the specified timeframe. It is a disgrace that you neglected to admit about the problems I encountered with your website as the reason the items were not returned. I actually have evidence of the return label that you claim does not exist.

  You stated We are sorry to inform you that we are unable to view the images you provided on BBB. However, based on your description, we understand that you attempted a return on February 3^rd, If this is true, why did you not contact me and ask for the image? This is direct incompetence on your part!

  I would ask you, if I prove that a return label was actual produced (even if it is flawed as I have claimed), will you then authorize the refund of my money on the returns in question? It would actually be an act of good faith on the part of Temu! This information would actually service a secondary purpose of letting you know that I have actually caught you in another lie.

  Should you choose to refund the money on the returns in question, then we can end our relationship on possibly somewhat friendly terms.

  
  

   

   

  Business Response

  Date: 05/23/2025

  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. We sincerely apologize for any confusion in our previous communications. To help you better understand the order situation, our customer service department has already provided you with detailed information for five orders via email ticket **************** on May 22nd. Please check your inbox for more details.
  
  Additionally, regarding your mention of Temu website issues preventing you from returning certain items, we have thoroughly investigated this. However, we have not found any related return issues on your account. To investigate this further and provide you with accurate and reliable information, as we mentioned before, we kindly request you to provide more supporting evidence. Thank you for your understanding in this matter.
  
  We hope the information helps clarify the situation. Should you still have any concerns, please provide the corresponding order numbers to enable us to resolve your issues more efficiently. Furthermore, we understand the inconvenience and frustration you've experienced during this period. As a gesture of goodwill, our customer service department has also offered a Temu credit compensation plan via the same email ticket. We hope this gesture will make your future shopping experiences with Temu more enjoyable. Please check your Temu account for more details and respond accordingly if you have any other requests regarding this matter.
  
  Best wishes,
  *****
  

  Customer Answer

  Date: 05/30/2025

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

  Customer rejects the Business ************************ response to Complaint #********.
  
  *****, I have been lied to by many of your agents, and you are the most grievous of all, because I assume that you must have been appointed to answer my complaint. The reason I stated this is because you did not actually investigate the matter, and, I believe you were probably informed or just relied on the accuracy of what other agents informed you. If you had actually investigated the matter you would not have continued to push the same lie about the 2/9/2025 date, otherwise your first response to my complaint would have actually mentioned the date of 2/3/2025.I am disappointed and appalled by the continued lies on the actual date I attempted the return.
   because this includes you when you stated "Our investigation confirms that there are no prior after-sales service records for these orders", and this was a intentional lie! All of your agents stated the date I attempted to complete the returns on the website as 2/9/2025, in reality, I informed them if they investigated the matter they would find 2/9 was only a date of an chat, but they continued to use that date as proof. This means that your statement actually proves that you did not investigate the matter. Hence, the reason I have stated many time about the false statements and lies.
  
  Now that I have confronted you in your lies, and I was correct the whole time  you are not attempting to find a different means to justify your denial. You want proof, but in order to get the proof at the time I attempted to enter the return, I would be required to get the screen shots as I did the return. We both know that I time travel is not possible in the year 2025.
  The only proof that I can provide after I entered all of the items was a image that I copied from your website that only shows 4 of all that the items I issued in that return. Since I do not have access to the files from your website, and you are the keeper of those records. There is no way that I am able to prove anything further.
  
  With all the lies and false states from you personally and all of your agents, there is no way that I can trust or rely on anything that Temu and your agents state. If you are interested in the image, just contact me and I will gladly supply it.
  
  There is one more thing, you state "our customer service department has already provided you with detailed information for five orders via email ticket **************** on May 22nd", I have gone back and look at all correspondence received from Temu with that date and I have never received the email in question. 

  Business Response

  Date: 06/07/2025

  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 reaching out to us with your detailed feedback. We sincerely apologize for the frustration and inconvenience you have experienced. Regarding your statement about not receiving the email from May 22nd, referencing ticket ****************, we apologize for this. To ensure you have all the relevant information, we are attaching the content of that email below:
  
  "Dear Valued Customer,
  
  Thank you for reaching our regarding your orders. We have carefully reviewed the five orders you raised concerns about and have summarized the findings below:
  
  Order 1: PO-211-11055418148391033
  Order Date: November 9, 2024
  First After-Sales Contact Date: February 9, 2025 (when you first contacted customer service)
  Reason for unsuccessful after-sales: Exceeded the 90-day after-sales period. A return label was not generated.
  Refund solution: $20 partial refund.
  
  Order 2: PO-211-11055376205351033
  Order Date: November 9, 2024
  First After-Sales Contact Date: February 9, 2025 (when you first contacted customer service)
  Reason for unsuccessful after-sales: Exceeded the 90-day after-sales period, and the item was non-returnable. A return label was not generated.
  Refund solution: Full refund.
  
  Order 3: PO-211-13804272868391033
  Order Date: November 6, 2024
  First After-Sales Contact Date: February 9, 2025 (when you first contacted customer service)
  Reason for unsuccessful after-sales: Exceeded the 90-day after-sales period. A return label was not generated.
  Refund solution: Full refund.
  
  Order 4: PO-211-15865832516391033
  Order Date: November 30, 2024
  First After-Sales Date: February 22, 2025
  Return Label Generated: Yes
  Reason for unsuccessful after-sales: Return package was not sent within the stipulated time. No refund processed.
  
  Order 5: PO-211-11055502034471033
  Order Date: November 9, 2024
  First After-Sales Date: February 3, 2025
  Return Label Generated: Yes
  Reason for unsuccessful after-sales: Return package was not sent within the stipulated time. No refund processed.
  
  Based on our review: For orders 1, 2, and 3, your contact with us was made after the 90-day after-sales period had expired, which is why a return label could not be generated. For Orders 4 and 5, although return labels were generated, the after-sales process was unsuccessful because the return packages were not dispatched within the specified timeframe.
  
  As a gesture of goodwill, we are offering $15 credits as compensation for the inconvenience. Temu credits do not expire and can be used together with coupons, free shipping activities, and other promotional activities. We will be waiting for your response. If you have any further requests, please do not hesitate to contact us."
  
  We hope this information helps clarify the situation regarding these specific orders. If you need further assistance or would like to provide the image you mentioned, please message us directly through Temu.com or the Temu app live chat.
  
  Best wishes,
  *****
  

  Customer Answer

  Date: 06/18/2025

  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. 

  Grace, I am not able to accept your latest offer due to the fact the majority of you latest statements just are not accurate information, hence is not acceptable, because of this I will not accept anything less than the amount that I paid for the merchandise. As I have informed you in the past that you are constantly stating facts that are not accurate about the information of the date that you already stated was incorrect and now you are again quoting the February 9th date. You and your agents are constantly giving false information and lies.
   
  With the many emails sent to all of your different agents with the detailed descriptions of my complaint it is quite apparent that you nor your agents refused to perform an accurate or detailed to investigate all the pertinent details[ that I have informed you. I don't know how many times I have requested you and all of the Temu agents with the suggestion that you take the time to read all of my emails in order for you to fully understand the actual problems encountered with the attempted returns along with the obstacles encountered with your website that prevent the completion of the returns. I am aware you have stated in the past, the problem with the website was previously sent with an explanation, and I have informed you I searched my PC and I did not receive the email in question. It is quite interesting you have never made an attempt to resend that email. 
  
  I have also offered to go back and perform a detail investigation for you because of to the fact that you and all your agents have refused to do a thorough investigation of the facts from the emails, and continue to make false statement and lies. I will supply you with a detailed report that will detail all the information that I have provided in my emails along with all the replies from you inept agents. I will quote all the lies and false statements stated in emails from Temu agents. There is no way that I would be willing to perform this for free, I must be adequately compensated for my time. I have been out of the work force for over 20 years, and when I was working full time my hourly wage amounted to over $60 an hour, I would not charge you the full $60 and hour, I would be willing to do the investigation for you for $30 an hour. I will gather the detailed information from the emails and create a detailed report, I think that I would have a total of over 30 hours to complete the investigation for you and supply you with a written detail report just as I have asked you and your agents. I hope that you realize that I will be gathering details from about 300 to 400 emails.
  
  It is impossible for me to believe anything that you have written here because the majority of statements made by Temu are not true or accurate, and I believe the reason is because you have refused to actually investigate as requested of you and all your agents, for some reason you continue to quote inaccurate facts, and this is the reason I make the above offer to supply a completely accurate investigation. 
  
  I know this is a large amount of money for a report on the investigation you have refused to performed in house, but it appears that you or none of your agents are competent to perform an investigation of this nature. In lieu of paying me to do the investigation and supply a detailed report, we could just settle my complaint with you giving me a full refund for all the returns that I was prevented from completing because of problems with you, your agents and your website.
  
  I sincerely hope that we can settle my complaint with the solution I have suggested above.
    

  Business Response

  Date: 06/27/2025

  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.
  
  We have received your feedback. Our customer service department has also emailed you and offered you an explanation through an email ticket (ticket number: ****************) on June 27. To protect your data privacy, please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Best wishes,
  *****

  Business Response

  Date: 07/21/2025

  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.
  
  We have received your feedback. Our customer service department has also emailed you and offered you an explanation through an email ticket on July 21. To protect your data privacy, please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Best wishes,
  *****

  Customer Answer

  Date: 07/30/2025

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

  My rejection of the latest comments on complaint ******** of 7/21/2025
  
  Grace, here is a copy of the email that I received on 7/21:
          From:[email protected]     To:***********************************      Mon, Jul 21 at 2:01 PM
          Dear Valued Customer, 
          Thank you for reaching out to Temu **************** Team. 
          This is Amara, a Customer Resolution Senior Specialist from Temu **************** Team. We have noticed that you may have some concerns or issues that you wish to bring         to our attention, but we are sorry to tell you that we have not yet received the specifics of your needs.
          To ensure we can assist you effectively, could you please provide us with more detailed information regarding your situation? Any specifics you can share about your situation?         Any specifics you can share about your experience, the challenges you are facing, or the outcomes you are seeking. If it's order related, we would like to ask the exact order         number which starts with "PO" for us to verify it for you. experience,            
          The provision of this detail will enable us to gain a more comprehensive understanding of the situation and extend the highest level of service.
          We appreciate your cooperation and look forward to your reply.
          Best regards,
          Amara    Temu **************** Team
  Grace, I don't really believe this is the 7/21/2025 email from Temu on 7/21/2025 that your referenced in your last reply to the Better Business Bureau! This is the only email from Temu that I received that day.
  
  All of your agents, including you, have refused to properly investigate my complaint, and making false statements including lying about certain facts. Your agents continue to send question regarding my complaints, and I keep informing them all the answers are contained in my many emails, but I continue to received the same request for information over and over. I previously informed you that I probably have around 400 emails to and from Temu, and I would like to know why I am unable to receive any intelligent replies from Temu as all of your agents refuse to answer questions. I have offered to give you a detail report of all the contents of my many, many emails that contain detailed instructions of my complaints along with all the correspondence from all your agents who have refused intelligently investigate the facts. I even quoted the estimated cost on my part to perform this written report. As of this date I have not received a reply, and I am unable to begin until such time that I received the amount quoted.
  
  I think this stupid game by all your agents has lasted way to long, for example because of all the false statements and lies from your agents, I do not feel that Temu is an honest company, and I have request many time for a detailed statement that indicates each debit and credit posted to my credit card - your agents have consistently refused without justification. Your agents have said that I can get information off Temu website and compare it to my credit card. It is quite apparent they have no knowledge about account procedures.
  *****, because of your statements, I believe that you have not actually read my emails to comprehend the details contained in them. I know, for a fact, in your first reply to the Better Business Bureau, you quoted a date, and I know for a fact that if you have actually investigated yourself rather than delegating it to someone else you would have actually found the information someone provided you was inaccurate, but you relied on something that someone told you.
  
  *****, since you agents never respond to my email, would you please give me your own email address and I will be able to send these useless emails to you, and you would be able to actually reply to me personally. If you agree to this proposal, it will also serve a secondary benefit for Temu as it will you and the Temu staff a training tool in order to teach and inform your agents how to actually write more intelligent emails, and how to answer your customers questions.  
  
  It is time to settle this dispute and refund the money in question. 

  Business Response

  Date: 08/07/2025

  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 reaching out to us with your detailed feedback. We sincerely apologize for the frustration and inconvenience you have experienced. After reviewing your order status, we're pleased to provide the refund details. Please find the details below:
  
  PO-211-***************** July 10, 2025, 4:59 AM CDT Full refund of $38.75 processed successfully
  
  PO-211-***************** July 10, 2025, 5:12 AM COT Full refund of $20.68 processed successfully
  
  PO-211-***************** July 10, 2025, 4:59 AM CDT Full refund of $27.82 processed successfully
  
  PO-211-***************** May 28, 2025, 11:16 AM CDT Full refund of $17.00 processed successfully
  
  PO-211-***************** May 28, 2025, 11:15 AM CDT Full refund of $30.26 processed successfully
  
  We hope this information helps clarify the situation regarding these specific orders. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance or have questions about other orders, please feel free to contact us via live chat on Temu.com or the Temu app.
  
  Best wishes,
  *****

• Initial Complaint

  Date:03/03/2025

  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.

  TEMU has failed to adjust its shipping with knowledge that *** will not deliver to certain locations, but **** will. They offer no choices as to how it is shipped. Stating it goes by weight. Orders are made and I even put boldly do not send *** as *** already sent back 2 orders. *** lost its contract with ****, and will no longer use them as the final delivery. I still obtain packages as long as it is sent ****. There have been numerous discussions with the help desk and instead of sending out this information to its sellers, or the US Temu distribution center correcting the carrier when they send it out, customer's money is taken (perhaps to allow them to keep the items at the site) and I am left with money taken and no package. TEMU refunds the amount but we are working on a hit and miss situation. I might get the package or I might not even with NOTICE included in the mailing address. THIS is not how to do business. The US TEMU office has knowledge or should have knowledge that *** will not deliver to PO boxes, which I use under FL statutes domestic violence related and I am allowed to do so under that Statute. It boarders on consumer fraud, and failure to address such issues properly.

  Business Response

  Date: 03/09/2025

  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 regarding the *** logistics provider and we are sorry for the inconvenience this may have caused. We appreciate you bringing this to our attention, and we are currently investigating the matter.
  
  Regarding the order you mentioned, we kindly suggest you wait patiently. If you encounter any delivery issues later, please do not hesitate to contact us. Thank you for your understanding and patience.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Mar 8. 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,
  *****