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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered a red Laundry basket. Received a grey laundry basket.. Returned the basket along with other items. Refunded for the other items, but refund for the wrong laundry basket was denied . Temu claims it sent the correct item. I took photos of what was received and returned. Appealed the decision twice and refund was denied. Temu kept both the money charged for the item and the returned item
Business response
10/10/2024
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 original payment channel as of Oct 3. 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.
Our customer service department has also sent you an email with further explanations and a compensation plan on Oct 3. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
*****Customer response
10/10/2024
[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.
Regards,
**** *****-jInitial Complaint
10/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Local Warehouse Seller: HomeVibes Temu is allowing ******** to operate on their platform via local warehouse items. I purchased a 41.3 Inch Robot Wine Cabinet for $165.83. I was sent the wrong item, it was delivered on 10/1. Tracking number states package dimensions are 15 x 3 x 2. I did not open the package as it is impossible that a Wine Cabinet is inside. The seller also had another review from a different buyer posted on Sep 30th for the same item. They also stated they received the wrong item, which was a cling wrap cutter. I suspect that I received something similar. I contacted Temu multiple times and Temu opened a ticket for investigation but no one has refunded me. I sent the package back on 10/2 using the shipping label provided by Temu. However, I do not believe Temu will refund me my money as the Seller is a scammer and has to accept the return. I am requesting a full refund to my original form of payment. I have provided Temu with all the evidence and documentation supporting my claims with no resolution.Business response
10/09/2024
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 reviewed the details you provided and can confirm that our customer service team is working diligently to verify the status of your refund. They will provide you with feedback as soon as they have an update. Our customer service department has also emailed you and offered you an explanation through an email ticket on Oct 5. 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 message us through Temu.com or Temu app live chat.
Best wishes,
*******Customer response
10/09/2024
[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,
***** FInitial Complaint
10/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order Number: PO-211-***************** Temu False Advertising. I was sent on October 1, 2024 a Temu promotion to my email that stated DRAW FOR A FULL CREDIT BACK. When I clicked on the promo it then said FREE ORDER by 100% Credit Back. I then proceeded to make a purchase order on October 2, 2024 which I did not receive my full 100% credit back or free order of $66.07. But received only $18.23 credit. I spoke with several AI generated assistants; which they are trying to say that I am not getting my full amount back as per their promo sent. And that it was really a different promo which was not. I told representatives that it was false advertising.Business response
10/09/2024
Hello Albra,
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 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. We would like to assure you that our activity is real and valid. Meanwhile, we value your feedback and will continue to optimize the user experience. Our customer service department has also offered you an explanation through online chat on Oct 2. 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 dont hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
*****Customer response
10/09/2024
[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
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 9/30/24 I accidentally ordered products from Temu in the amount of $57.62. This is actually second time this occurred and I received a refund promptly. I went through the process online to retrieve my money, except it didnt process because I didnt receive a confirmation email. I contacted Temu and they acted as though it was complicated on their end to give me a refund. It was if they were delaying, and the longer you delay the longer it will take for you to receive your refund. Temus transaction format is very sensitive and this has occurred on my end one too many times. I checked my bank and there is no pending refund reflected on my bank transactions or statement. What is reflected on my bank transactions is the $57.62 deducted. I want prompt delivery of my refund.Business response
10/08/2024
Hello Uronda,
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 was fully refunded to your original payment channel on Sep 29. 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 response
10/09/2024
[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
09/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I placed an order on Temu on September 5th. On September 15th I received a mailing label (no package) in a clear wrap that had a sticker on it from **** stating that the package had damaged or missing parts. Ive tried to get Temu to reship my order. They wont. I have tried to get them to refund it. They wont. Ive spent hours on their chat site trying to get somebody to help me. They keep telling me that package was delivered to my house even after I showed them the pictures of the mailing label with no package. I have pictures of the supposed package and can provide pictures of all of my chats with them.Business response
10/06/2024
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 original payment channel on Sep 29. 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.
Our customer service department has also emailed you and offered you an explanation through an email ticket on Sep 29. 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 dont hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
*****Customer response
10/07/2024
[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
09/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello, I returned all items requested but I did not receive full refund. I returned all items as I received them.Business response
10/04/2024
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 the $6.58 refund was processed back to your original payment channel on Sep 26. 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.
Our customer service department has also emailed you and offered you an explanation through an email ticket on Sep 26. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
*****Customer response
10/04/2024
[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
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made a purchase with Temu with two offers, two free items and a 100% discount balance back up to $35 offer. And they immediately refused my rebate after my purchase trying to tell me I got a $100 coupon bundle but thats not what I even applied for. I even have a screenshot where you can see the $35 amount completed and an offer up to $100 or to check out. And they are scamming me. And I immediately told them I wanted a refund. And after going back and forth and repeatedly telling them if Im not getting my rebate I want a refund, they said do you want me to cancel at 11:28pm and less than 10 hours after they asked that I told them to refund me as Id been saying for a day. Now today they are saying they cant because its been mailed. Please Ive been scammed is there anyway to get my money back? I made the order Tuesday September 24th around 7pm and I have proof I have been asking for my rebate or a refund ever since.Business response
10/04/2024
Hello Autumn,
I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your orders ($44.26) have 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.
Our customer service department has also emailed you and offered you an explanation through an email ticket on Sep 26. 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 dont hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
*******Customer response
10/04/2024
[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,
****** *******P.S, I filed this complaint, and then a few hours later TEMU came back to finally allow my refund. I dont know if the BBB directly is the reason my refund was finally given or if me telling them outright that I filed a complaint the BBB is what changed things. Either way I do give credit to the BBB for helping me.
Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a bed the plug caught fire catching the bed bed on fire and damaged my wall and they will do nothingBusiness response
09/30/2024
Hello Tera,
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 truly sorry to hear about your experience. As a consumer-centric company, we sincerely apologize for the inconvenience this may have caused. Your feedback is well received and our corresponding department has been implementing strict policies and control measures to ensure product quality and accurate product descriptions.
After reviewing the order details you provided, we can confirm that a partial refund of $21.60 was issued to your original payment method on Sep 3. 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.
We understand that due to the unique circumstances surrounding your order, returning the products may not be feasible, and we apologize for any inconvenience this may have caused. However, we regret to inform you that without the return of the products, we are unable to process a full refund at this time. Our customer service department has also emailed you and offered you an explanation through an email ticket on Sep 22. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. We will constantly review the customer satisfaction and optimize the quality of customer service. If you need further assistance, please message us through Temu.com or Temu app live chat. Thank you for your understanding.
Best wishes,
*******Customer response
09/30/2024
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,Tera
Initial Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am seeking your assistance in resolving a dispute with Temu regarding a return for order number PO-211-*****************, amounting to $57.55. Despite following all steps within their return policy timeframe, I was denied a return label due to technical issues and delays caused by their system and customer service team.On August 17, 2024, I attempted to initiate a return but was met with an error message on both my phone and computer. I provided a screenshot of the error from my phone and described the issue in detail from my computer to Temus customer service. Over the following week, I contacted Temu multiple times, including August 18, 19, 20, 23, and was assured by various representatives that my return request would be resolved promptly, and that a return label would be issued.However, on August 30, 2024, I was informed that no record of my original request from August 17 existed, despite having already submitted proof. Temu closed my request unjustly, stating I was now outside their 90-day return policy. I believe I am being unfairly penalized due to delays and errors on their end.Additional key events:September 10, 2024: I called customer service again, and was assured that the issue was escalated but received no follow-up.September 18, 2024: I was told by a Temu representative to dispute the charge with **********, the card I used for the purchase.I am left with no viable return option, despite having the product in its original condition and being ready to return it. I am requesting your assistance in securing a refund, which is warranted and justifiable on the principle of fairness given the circumstances.I respectfully ask for an expedited resolution. If no amicable solution can be reached, I will be left with no choice but to file a formal dispute with **********, per the suggestion of Temus own customer service representative.Thank you for your attention to this matter. I hope for a fair resolution.Business response
09/30/2024
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 orders have been refunded to your original payment channel without the need of returning the products on Sep 26. 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.
Our customer service department has also emailed you and offered you an explanation through an email ticket on Sep 26. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
*****Customer response
10/03/2024
[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
09/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There was items purchased on my account. Without my knowledge or consent. When, I contacted Temu about the unauthorized purchase, I was given nothing but the run around. Given to one person after another and no one would rectify the situation.Business response
09/28/2024
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.
We received your concern regarding the order you didn't place and wanted a refund. We regret any inconvenience this may cause you and sincerely apologize for any appointment. We want to inform you that as you process a return and refund for the item, we will wait for the item to be returned to the warehouse and once the inspection is completed we will be retunding the items. Our customer service department has also offered you an explanation through an app message on Sep 13. 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 have additional questions, please message us through Temu.com or Temu app live chat.
Best wishes,
*******Customer response
09/28/2024
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,Lennard
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