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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
09/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was promoting for the temu app and got the money and then when i withdrew it wasn't working, I was stuck on processing for a whole week and they say please give them up to 48 hours to give the money. I had done successful withdrawals before but now the money is not going through
Business response
09/27/2024
Hello Dav,
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 apologize for any inconvenience this may have caused. Your case is out of the norm. To assist with the further investigation of your case, our customer service department emailed you on September ********************************** telephone number associated with your Temu account. Please check your inbox and respond accordingly. We are eager to find a solution for you, and we greatly appreciate your cooperation and patience.
We are more than happy to receive your reply and would like to verify it for you. If you need any other assistance, please don't hesitate to message us through Temu.com or Temu app live chat. Hope you have a great day!
Best wishes,
*******Initial Complaint
09/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered an item on September 13 for $48.27. After several conversations with the vendor and customer service I was not able to reach a reasonable resolution. Seven days after the order I was finally told the item was out of stock, and I was to request a refund. Upon doing so I was informed it would be 24 hours to receive refund. This is unacceptable due to the fact that it has already been eight days. I requested a sooner refund today September 21, and after about an hour of texting with the vendor and Temu customer service they told it would be two to four days until I receive my refund? Two different refund times? They've had my money for eight days. All of this for $48.27.Please help with a reasonable resolution,*******Business response
09/27/2024
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 $48.27 has been 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 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.
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
09/27/2024
[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,
******* S ********** IiiInitial Complaint
09/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello, I recently bought a ps5 from temu, according to temu my package was delivered but I never received the package, they do not have enough evidence to ensure that I received the package I swear to God that I did not receive it I have been fighting for 10 days to get my money back and they refuse to give me my money back since supposedly the package was delivered to me they took my money and they do not want to take responsibility, I no longer know what to do, PO-211-***************** This is the order.Initial Complaint
09/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered items from Temu.com . The company stated *** delivered the merchandise. *** does not deliver Temu merchandise to my areas the post office does. I spoke to the post office . The *** said no merchandise was delivered to my address on her route Temu refuses to refund $44.87 of my moneyBusiness response
09/27/2024
Hello Wynanna,
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 your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Sep 16. 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 offered you an explanation through an app message on Sep 21. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
Best wishes,
*******Initial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Return a purchased item - storage unit. The return/refund was requested through the TEMU website. Website says I had to pay for the return shipping cost, I did. Item came in 2 large heavy boxes, I securely taped them and shipped through ***. This was 2 months ago. I have not received my FULL refund for the item to my ****** account which it was ordered through, but the shipping was paid for via my credit card. The shipping credit can be applied to my ****** as well. Only getting the run around and a $5 credit on Temu. I AM VERY VERY FRUSTRATED AT THIS POINT!!! See the attached documents in support of this. I was unable to upload the chat messages where I have received repeated request for the same information and was told that the matter was placed on an elevated status.Business response
09/27/2024
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. Due to the current dispute you have raised regarding this transaction, we are unable to process your refund request at this time. We apologize for any inconvenience this may cause and appreciate your understanding of our situation. We kindly ask you to contact your financial institution (******) to cancel the dispute so that we can proceed with the refund for your order as soon as possible. Additionally, we would like to inform you that we will be issuing you Temu credit as compensation for the shipping fee you paid. Our customer service department has also offered you an explanation through an app message on Sep 24. 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
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of transaction is September 15, 2024 I paid the business $15.45 My package or a replacement Replacement package or my money refunded back, my to my original payment on file that I used The nature of dispute is it shows from the delivery service that the package was delivered, but I did not receive my package and they normally would re-issue another package and send you another item that needs to be replaced or they would return your money however, this time they are not agreeing to give me my refund. Yes, I stent approximately four hours on the phone with different customer service supervisors to try and resolve the issue and they have chosen to not refund my money. They acted as if they were trying to get a resolution of this issue and spent many hours on the phone with me and still nothing got resolved. They basically had decided to keep my money and not replaced the package so they did attempt to look like they were trying to resolve the problem, but they just put it off and said youll get an email which does not end in a suitable resolution they do not give you the refund.Business response
09/27/2024
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 customer service department has emailed you and has been following up on this issue through an email ticket on Sep 24. We recommend you kindly wait for the result from the merchant. 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,
*****Initial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Temu sent me return label.I returned my item for ********** says seller will not accept item and is refusing the returned item.Temu will not refund me!Initial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned 7 items from 3 different orders to Temu (Order PO-211-*****************: 2 items totaling $15.19; Order PO-211-*****************: 4 items totaling $27.44; Order PO-211-*****************: 1 item totaling $0.64). I dropped off the return package at *** on September 8, and it arrived at Temu's facility on September 10, as confirmed by the tracking number (1ZE3651C9061886686).Typically, returns are processed within 1 to 3 days, and I receive a refund promptly. However, it has now been over 10 days, and the package remains unprocessed. Despite contacting Temus customer service three times, I was repeatedly told that the package is "on its way" and to "be patient." This response is unacceptable given that the package has clearly been delivered.I am requesting that Temu immediately investigate this issue and process the refund for the returned items without further delay.Business response
09/27/2024
Hello Seiya,
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 $44.42 of your order has been 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 ****************************************************************.
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
09/27/2024
[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,
Seiya *****Initial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Within the last two weeks I ordered (2 different packages ) and one got cancelled by Temu and the other one supposedly was sent through but they havent sent it to *** .They said it would come this week but the carrier hasnt received the package. The price was over $54.98, $44.98, $51.26, $9.07. They took my money and I havent gotten the package. There have been millions of people complaining about this company. They steal everybodys information and sell the information, pictures, card information, etc to other people. I havent gotten a refund or package. I may never get the package.Can you please help? They said I would not get a refund for some of the items. Please do not disclose any information here. September 20, 2024.Initial Complaint
09/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered something through Temu for $32.45. Ive ordered numerous things however this time it said delivered but the picture provided was a house because you could see in the picture and Im in an apartment, so I called fed ex since thats who was delivering it. I provided fed ex with the tracking number I was given and they said that tracking number is not in my name or assigned to be delivered to my address and they delivered it to the address they were given from Temu. They informed me it looks like Temu gave me the incorrect tracking number. I informed Temu of all of this, somehow there was a mistake on their part but they denied refunding me or even resending the item again, when all they had to do was contact fed ex and realize the mistake. I want my money back from this company. *** ex can verify everything plus the picture where it was delivered clearly isnt an apartment. This is not my fault.Business response
09/27/2024
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 refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Sep 14. 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,
Dennis
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