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:06/17/2024

  Type:Sales and Advertising 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.

  will not stop texting/emailing after numerous attempts and after i have unsubscribed a dozen times. then they keep contacting me and I am sick of it!!!!

  Business Response

  Date: 06/25/2024

  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. We have checked the details you provided and can confirm that your email address has been removed from our mailing list. Sorry again for any inconvenience.
  
  To manage your notification settings, please go to 'Settings' in your Temu app or on Temu.com, select 'Notifications' and then 'Edit', and toggle the button or slide to 'None.' to adjust preferences for alerts. If you are using Gmail, you may also click on the 'More' button in the upper right corner of the email and choose 'Stop seeing this Ad'. If you see ads on other websites including your browsers, please click the close icon on the upper right corner of the ads to decrease the possibility of the appearance of these ads in the future. 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 Answer

  Date: 06/25/2024

  [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

  Date:06/17/2024

  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.

  ********************** Order No.PO-211-02253572234871686 I ordered a window air conditioner unit from ********************** and almost immediately thereafter I changed my mind and cancelled the order. ********************** however refused to accept the cancellation and sent the ac anyway. Immediately upon receipt I sent it back UNOPENED more than two weeks ago.. I have since called and emailed several times requesting a refund. Yet ********************** is refusing to refund dragging their feet, stalling and advancing all kinds of ABSURD and FALLACIOUS pretexts and excuses. In lieu of a refund LOUSY ********************** is offering 20% off my next order to do more shopping without offering a refund. That's how bad this retailer is. I am so ****** off and ready to *** this garbage company trying to steal my money. I am filing this complaint to alert others about ********************** and let it be known that you are much better off buying from Amazon, Best buy, ******* or others with a solid reputation who care about their reputation and will refund your money promptly if you return the product. ********************** is a LOUSY company that is why their ads are all up in peoples' faces across all websites. A reputable company doesn't need to harass folks online with so much advertisement in order to attract clients. I WILL NEVER SHOP TEMU again and I am ready if necessary to *** ********************** to get my money back and ask the Court for punitive and exemplary damages.

  Business Response

  Date: 06/25/2024

  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 we have processed a refund of $307.39 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 a compensation plan. Please check you 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 dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and paid for a patio furniture set on June 10th. My order number is PO-211-*****************. I received notification that my patio set was delivered on Jun 13th. Temu.com gave me a Fed Ex tracking number of ************ . When I enter that tracking number into the Fed Ex website, it shows me a picture of a tire. The front door isn't mine, and when I try to inform Fed Ex that my package wasn't received, I am informed that my address doesn't match the address on their end for that tracking number. I contacted Temu.com to let them know that I never received my order. I confirmed that both the product and address were correct on the order. After waiting for a few days to get a response, I was able to chat with a representative from Temu. I explained my situation and provided a screen shot of the tire picture that Fed Ex supplied me as proof that my patio furniture was delivered. The rep informed me that she would open up a claim. My claim was opened up at 8:25 am on Jun 17th, it was reviewed at 8:25 am on Jun 17th and it was closed at 8:25 am on Jun 17th. They literally open and closed my case in less than 1 minute with a response that my claim was denied. Now, I have filed a claim through PayPal, and on the Temu app I am being informed that it could take weeks or months to get a resolution. Bottom line is I purchased and paid for a product, the product was never delivered, Temu refuses to help and they refuse to refund my money. Very disappointed.

  Business Response

  Date: 06/24/2024

  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. Based on the results of our investigation, we aren't able to provide a reshipment/refund for the order you mentioned. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Jun 13, 13:31. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 06/24/2024

  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

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase that was delivered to the wrong address and they keep saying it was delivered even though the address on the receipt and the address it was delivered to are not the same and all they keep saying is that it was delivered or I can get a refund. I want what I payed for re shipped not a refund

  Business Response

  Date: 06/25/2024

  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 has conveyed your request to the merchant. This process may take some time to ensure that we provide you with an accurate and reliable resolution. We apologize for the long wait this has been to you. Our customer service department has emailed you with an explanation through the relevant ticket on June 22 and will notify you the moment they receive the response from the merchant. Please check your inbox 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,
  *******

• Initial Complaint

  Date:06/17/2024

  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 opened an Etsy account and a customer purchased one of my items which was shipped, the customer received the item but Etsy gave them a refund. They said I breached their policy but wont tell me how? The customer received the item, so not sure why they refunded them. Etsy shut down my store and I put in so much work opening it. Im a new store owner and at 63, I got the assistance from Fiverr agent who is based in ********. I advised Etsy there will be a log in from there. This is my second account with them, I paid them to open the first store and they cut off my login without any reason, no refund for that one either.Etsy charged me .20 for each item on my store, total of 30 products. I sold another item for which **** told me they will pay me out in 6 months.1x$59.53 sale 1x$27.59 sale 30x$0.20 for 30 products

  Business Response

  Date: 06/22/2024

  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 appreciate your patience while we looked into the issue. After a thorough investigation, we can confirm that you made the purchase through a different retailer. We kindly ask you to double-check your order confirmation email and the site through which the order was placed.
  
  We understand how important it is to provide a reliable and efficient customer service experience. If you need further assistance about the orders on Temu, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

  Customer Answer

  Date: 07/15/2024

  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. 

  I am aware that Etsy has deactivated my account. My concern lies in the fact that they issued a refund to a customer who confirmed receiving the item. I attempted to communicate with the customer, but regrettably, did not receive a response.
  
  It is perplexing to me that I have to wait until December to receive my funds from sales on the Etsy marketplace. The lack of responsiveness and support from Etsy regarding any issues is disappointing. Initially, when I opened my first shop, it was abruptly suspended without explanation after I had invested in its setup. Despite reaching out to customer support multiple times, I received no resolution. Subsequently, I opened another shop, and I am uncertain about the complaint from a customer who purchased a craft item but received it successfully.
  
  As a 63-year-old woman navigating a new venture, I sought assistance from Fiverr as I found this platform to be suitable for buying and selling. I kindly request Etsy to refund me the funds from my initial account and the sales I have made.
  
  Thank you for your attention to this matter.
  
  Kind regards,
  Keren 

  Business Response

  Date: 07/16/2024

  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.
  
  Upon a thorough review of your case, we have ascertained that your purchase was actually made via another platform, Etsy, rather than on Temu. Consequently, we are unable to assist you with the issue at hand. We respectfully request that you carefully review the order confirmation email you received and verify the website on which the order was indeed placed.
  
  We understand how important it is to provide a reliable and efficient customer service experience. If you need further assistance about the orders on Temu, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:06/17/2024

  Type:Delivery 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.

  The package was delivered but the witches hats were not in the package! When contacting Temu via AI they passed it off to the merchant to handle. You do not get to speak with a live person. Unfortunately they do not tell you who the merchant is or how to contact them. Poor Service and will not use this site ever again!#D10015238600046

  Business Response

  Date: 06/25/2024

  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 with our colleagues in the relevant department, and we can confirm that our customer service department has emailed you with a solution on June 23 to offer you a full refund. You can choose refund as Temu Credit or back to your original payment method. If you do not respond to them within 48 hours, please kindly note that the original payment method will be used by default. Please check your mailbox for more information.
  
  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: 06/25/2024

  [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

  Date:06/17/2024

  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 returned several items using your returns system on order PO-210-***************** as the items arrived late. These were returned in 6 different parcels. I have still not been refunded correctly from the last parcel. I have been using the customer service portal to explain the items are still missing from the refund and I am being told different things, different amounts of items and that they have not arrived at all. The tracking receipt shows they have arrived back at Temu. Tracking number for this parcel is ;H04JFD0007287427

  Business Response

  Date: 06/25/2024

  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 understand that you returned the items and we have double-checked the details with our colleagues in the relevant department. As per the investigation result, our warehouse received fewer items than the quantity indicated in your return request. Plus, we have initiated the refund on the items that our warehouse has received for now and a refund of $747.05 has been refunded to your original payment channel. We feel regretted to inform you that we cannot fully meet your expectation in this situation. Our customer service department has emailed you and offered you an explanation through the relevant ticket on May 31. Please check your inbox for further information.
  
  Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:06/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to communicate to Temu my account is hacked, someone used my *************** account to purchase item on Temu, which i never received. Temu won't help me to resolve the problem, instead they claimed i've multiple accounts ask me to go check again and again, wont share any detail of purchase receipt to the bank account holder due to privacy. They are protecting fraud/hacker intead of me. I have remove my banking information so far. Still, they need to do something to stop the hacker. Please help. thank you. here are some detail:transaction ******************** invoice ID: ****************************** order ID: ************************ amount: $18.06 transaction date: may 5, 2024

  Business Response

  Date: 06/24/2024

  Dear Valued Customer,
  
  I am ***** from ********************. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and, after our investigation, we can confirm that we haven't detected any unauthorized charges in your account. Our customer service department has emailed you and offered you an explanation through ticket. Please check your inbox.
  
  Furthermore, we want to emphasize that all our payment links have obtained Payment ************************************ (PCI DSS) certification, ensuring the security of customer payment information. Additionally, Temu collaborates with major payment networks, each equipped with its security and authentication protocols for added protection, including **** Secure, MasterCard ID *********************** SafeKey, Discover ProtectBuy, and JCB J/Secure.
  
  If someone stole your debit card information, we suggest that you contact your bank (Paypal in your case) and report to the local police and the local division of the *** immediately. We encourage you to thoroughly examine all places, both online and offline, where your card information could be exposed. If someone used your card to make purchases on Temu, unfortunately, we are also a victim, not the perpetrator. We will continue to investigate the matter internally and will report to the police if we uncover anything suspicious.
  
  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,
  *****

• Initial Complaint

  Date:06/16/2024

  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 n paid for products. Got email sayin it shipped with tracking info.. tracking thru *** says delivered. It was not. Called *** they said issue with my order to call Temu. Tried with no luck. I want my product or my money back period.. both temu and *** are a joke. Its bs how these delivery companys are not held accountable for their rediculous job performance.. never delivering to right address..

  Business Response

  Date: 06/24/2024

  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. Please allow me to brief you of the current status of the order you mentioned: Delivered on Jun 21, 16:02.
  
  You can track your shipping status and see your expected 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 need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:06/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 24,2024 I did place an order for a countertop ice maker for full price of $48.93 order # PO-211-***************** order was delivered on May 30,2024 I work from home never got a knock or anything once I did see the email stating delivered I checked my mailbox my neighbors and both front and back door no package was left I have requested a replacement or refund yet they are refusing due to product saying delivered when it wasn't 3rd party company which is CozyLife Furniture stated it was signed for with no signature just a name and isn't providing name that was signed I am now wanting a replacement and full refund due to the inconvenience of all of this

  Business Response

  Date: 06/24/2024

  Hello Destiny,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for the order you mentioned. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. Our customer service department has also emailed you and offered you an explanation through ticket. Please check you inbox.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******