ComplaintsforTemu.com

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Better Business Bureau:I'm writing to complain about a big problem I've run into with my recent order from Temu. According to my order details (PO-211-01187212431990330), I was supposed to get a whole bunch of items, but when I checked them, 69 items were missing from my order. I immediately told Temu about this issue. Even after I complained, I haven't heard anything about what's happening with my order. The package that had most of my stuff (with the tracking number D10015290372138) hasn't been updated for over a week, and it was supposed to show up on June 30th. Plus, Temu has been really hard to get ahold of. They've turned me down when I asked for a refund or a solution, and they even messed around with a ticket that didn't help at all. Even though I've given them all the proof they need about not getting the full order, I keep getting the same issues without any resolution. On top of that, Temu's employee made up a story about me already using my one-time free refund or return. I showed them it was all for nothing, proving I didn't get the items I paid for. I've tried to sort this out over the past few days, but Temu just keeps dragging their feet and spreading false information. It's really disappointing to see how they're ignoring the customer's side of the deal. I want my money back for the missing items, but they're saying I have to wait until July 7th. It's clear they're not following their own rules, and it's just not right. I'm finding myself feeling unsafe shopping with Temu because they don't seem to care about doing business the right way or sticking to their promises. I'm really let down by Temu's lack of responsibility and poor customer service.

  

  Business response

  07/09/2024

  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.
  
  Thanks for your feedback and we feel terribly sorry for any inconvenience this may have caused. Heartfelt gratitude are also extended to you for giving us a second opportunity to serve you in time.
  
  We have contacted our colleagues in the appropriate department regarding your concerns about Return & Refund. We have checked the order details you provided and can confirm that your order has been refunded to you. Our customer service department has emailed you and offered you an explanation through relevant ticket on July 4.
  
  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 dont hesitate to message us through Temu.com or Temu app live chat. 
  
  Best wishes,
  *******

  Customer response

  07/09/2024

  [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

  06/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order June 19th 2024 Item ******* cup in the amount of $31.11 Item was marked as delivered, I contacted **************** support because I hadnt received item after 24 hours that claimed it was delivered. I checked in with surrounding neighbors. I called carrier who told me package was left in mailbox HOWEVER like I told them theres no way that package would have fit in the mailbox. Temu **************** informed me when I filed a complaint that carrier sent a message to them that package was signed for. I asked for proof several times because ******* told me they had no knowledge of this. I asked for a photo of the supposedly signed package. Temu keeps repeating package was delivered and signed for but has not shown proof. Id just like the item I paid for or at the very least a refund in Temu credits. Ive never been treated so poorly by customer service. This is the first bad experience Ive had with Temu and they refuse to make it right. *** ordered many items from them and Ive gotten them all without a problem but this one. Seller is unwilling to make things right and Im out $31.11 that was supposed to be a birthday gift. Very disappointed ??

  

  Business response

  07/09/2024

  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 your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. For detailed return instructions, please visit ****************************************************************. Our customer service department has also emailed you and offered you a resolution through an email ticket on Jul 2. Please check your inbox.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer response

  07/09/2024

  [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

  06/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Temu on June 6, 2024. Most of the order was delivered on June 14, 2024. I ordered two of the same item, along with several other things, and those two items were not in the order. The corner of the bag looked like it had been driven over, but I didn't realize until the next day that those two items were missing. I'm guessing the package had been ripped open before it reached me. There is no way only those two items accidentally fell out. I have filed a complaint for a refund three times with Temu, and they have denied it three times. They will only say that the item was packaged correctly. I'm sure it was - but it did not arrive with all the items I ordered. They have no right to keep the money I spent on these items. I would like a refund or replacement. I would settle for Temu credit, but they refuse to engage with any of my messages. They should be responsible for the entire shipment process until it safely reaches my house. Total amount paid for order was $63.90; amount of two missing items was $26.17.

  

  Business response

  07/08/2024

  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 an amount of $26.17 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 dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer response

  07/10/2024

  [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. Thank you for the fast response. I appreciate it.
  
  Regards,
  
  *********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Temu.com concerning a return and refund issue that has not been resolved despite numerous attempts to reach a satisfactory outcome. I purchased a set of four wheel covers from Temu.com, delivered on June 7 2024. Upon receiving the product, I discovered that the wheel covers did not fit properly. They continuously popped out and fell off the wheels, making them unusable. Consequently, I decided to return the wheel covers for a refund.I utilized the shipping label provided by Temu and returned all four wheel covers. The tracking information from *** confirms that the package was delivered and signed for at the designated overseas warehouse.However, Temu has refused to process my refund, stating, "The logistics show the package was signed for, but the overseas warehouse staff responded that they didn't receive it." This response is unacceptable as I have fulfilled all the requirements for a return according to Temu's policy. The package was indeed delivered as confirmed by *** tracking information. Any lost by the warehouse is not my fault. I have contacted Temu dozens of times regarding this issue, but I have yet to receive a resolution. Each time, I am told to wait for their review, but no progress has been made. This situation is both frustrating and unacceptable. A straightforward return and refund process has been unnecessarily complicated, and Temu's refusal to issue a refund appears to be intentional.I request your assistance in resolving this matter. I expect a full refund for the returned wheel covers as per the consumer rights and return policies. Enclosed with this letter are copies of the order confirmation, return shipping receipt, and *** tracking information.I look forward to your prompt resolution of this issue.****************************************************************************************************

  

  Business response

  07/05/2024

  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.
  
  Thanks for your feedback and we feel terribly sorry for any inconvenience this may have caused. Heartfelt gratitude are also extended to you for giving us a second opportunity to serve you in time.
  
  We have contacted our colleagues in the appropriate department regarding your concerns about Return & Refund. However, due to a large amount of enquiries that we have received for now, please allow some time for us to figure out a satisfactory solution to your case. Our customer service department has also been following on this case and we would inform you as soon as the solution is figured out.
  
  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 dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******
  

  Customer response

  07/06/2024

  [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,
  
  Xiaofang ****

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 10th I ordered from Temus website a patio set with 6 chairs.for a total of ****** . The order # number given to me was ****************. When I received the ***** tracking776799356308 I saw that the shipment was for one item weighing 35 lbs. I questioned this but was told my order was being shipped. It also showed it was out of stock on the website . Tent sent me notification it had arrived sending a photo of a front door and three electric scooters marked on the top box. I called Temu and said that it was not my home or order. However the ***** tracking . numbers were the same! The picture was NOT my home and I have not received the item ordered. Temu continues to say I have received my order! I want a refund for the order.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *** asked for a refund on an item that I never received. It was denied by the shipper because they claimed to have shipped it. I have received 2 logistics from ***** stating that it was delivered two times. The picture of the location for delivery is clearly fake and it is someones garage. Tracking number was dated for June 18, 2024 as delivered. Today I received another delivered notice for the same order which states that it was delivered today. This is fraudulent practices .The photo below is yet another tracking number for ***** for the same order. Why do I have the same tracking for 2 different delivery dates for the same order. This shipper is fraudulent! I was told that I have to wait another 72 hrs for the investigation. Why should I have to wait?

  

  Business response

  07/02/2024

  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 your Credit balance. To express our apologies, we have successfully processed additional $10 to your Temu Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. In addition, our customer service department has offered you an explanation through the relevant ticket on June 26. Please check your mailbox for more details.
  
  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 response

  07/02/2024

  [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

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Temu has/had this hat game and o played it and the only way to win is to share the app which I did to get it to 99.9 percent and it told me to share one last time to win my 6 free gifts which I did any then they said that they couldn't accept the invitee (for no reason) and suggested I share it to someone else and I told them I have no one else than they said share it on social media which isn't 100 percent sure is going to win. I should of won my 6 free gifts but nope they're scamming user by saying share the app to win free gifts but they don't give you the gifts by leaving you at 99.9 percent.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchase a chicken ****** for around 185$ and ***** delivered to the wrong address even put proof that it was delivered to the wrong place with an image and then sent back to the sender. Contacted Temu.com as they were the 3rd party selling it, that I did not receive but they would not help just said it was delivered to your front door - the picture plainly shows it was delivered to a business not a residential home. Temu.com did not investigate just said the item says delivered. So now the company has the item and my money. Attached picture shows where it was sent to a business and not my home. Second shows where it was sent back to sender. Tracking #************ *****

  

  Business response

  06/29/2024

  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 your order has been fully refunded. A refund of $174.41 has been refunded to your original payment channel and a refund of $9.16 has been refunded to Temu Credit Balance. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer response

  06/29/2024

  [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

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Missing items charged to me but missing in package

  

  Business response

  06/29/2024

  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. After double-checking the details with our colleagues in the relevant department, we can confirm that your order placed on Jun 11 has been delivered on Jun 21. If you have missing items from your orders, you may apply for a refund by messaging us through Temu.com or Temu app live chat. Simply type "missing item" into the chat, select the item from your order that is missing, and follow the directions on the screen to complete your refund application. You can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow 5-14 business days for it to appear since timing depends on your financial institution.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer response

  06/29/2024

  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

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I made a purchase for a 26 in purple and grey wig that was advertised. The seller then sent an entirely different item. When I contacted them they denied sending me the wrong item and blew me off. ******** services refused to contact the seller regarding completing what I paid for. This was a bait and switch and they refuse to honor to item I purchased completely. Now that the sale is over I can no longer afford the item and I dont want a refund I want what I ordered initially and paid for.

  

  Business response

  06/29/2024

  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 has emailed you and has been following up on this issue through the relevant ticket. Please check your inbox.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer response

  06/29/2024

  [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,
  
  ******************************* *****

*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. ↩