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:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package has not been received. The courier is ****** and they have failed to contact me back. I just want my refund.

  Business Response

  Date: 03/05/2025

  Hello ******,

  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. Our customer service department offered you an explanation with the delivery photo on March 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,
  ******

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 separate issues with this order that was placed on 12/15/2024.1) Some items arrived damaged and for which Temu agreed to process a partial refund of $41.16 plus tax on 1/9/2025. This support ticket was created on 1/1/2025. This refund has not been processed as of this date.2) I am within the return window and wish to return other items from this order. Temu is refusing to accept my return request eventhough I am in compliance with the stated return policy. A support ticket was created on 1/26/2025 regarding this matter. I want a refund for the other items on this order if Temu is not going to process my return request.According to Temu customer service, these issues are caused by an open chargeback dispute for this order. There is no such dispute at this time. I did have one that I made in error against this transaction but it has been canceled/closed at my request. I provided proof that the dispute was closed and Temu still will not remove the restrictions on this order. Temu has also restricted my ability to make purchases for the same reason. I need the restriction removed.

  Business Response

  Date: 03/11/2025

  Hello ******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have confirmed that the dispute is closed and your account restriction is removed. 
  
  Our customer service department has also emailed you on Mar 10 to offer an explanation and has been following up on the refund issue. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter. Thank you for your patience.
  
  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:02/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 17, 2025 I noticed my account was charged several times in the amounts of $22.99, $56.52, $86.01, $6.38, $8.49, $14.55, $15.56, $23.52, and $11.06 without my authorization. I contacted my bank and then Temu. I expressed my concern providing the necessary steps I had already made with my bank to ensure further charges would not continue. I also mentioned that the card on file was not listed as one of my payment methods however my account was used. I assured Temu of the position of my card(s) and no other person would have been able to gain access to them. I provided screen shots of the charges made to my banking account and my ********************** account indicating the said charges were not made by me as I had not made a purchase since September of 2024. Once the ticket ( #****************) placed in Temu's system, I received emails from Temu's Customer Resolution Senior Specialist Oueenie and Aris stating "Our relevant department has diligently investigated the reported transaction(s) and confirmed that they were not fraudulent". I replied to Oueenie and Aris providing more evidence that I was not the person who made said charges and preventative steps I was making on my end (closed accounts, removed credit information from third-party establishments/organizations/sites). However, the same message was given by Temu several times after going on about this issue of charges on my account. The email also implied that I may have been negligent with my credit information because of said charges to my account although that is false. I contacted Temu again stating, I was disappointed and beyond disbelief that yet I have asked several pertinent questions in reference to the investigation they performed such as, the list of said items that was purchased, the address to where these said items were being mailed to and again why the payment method used was not listed on my Temu account yet I was charged. At this time no straightforward answer has been given.

  Business Response

  Date: 03/04/2025

  Hello Joy,
  
  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, after our investigation, we can confirm that we haven't detected any unusual / unauthorized charges in your account. We kindly suggest contacting your bank or financial institution for additional support and guidance in handling this situation.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Feb 25. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Furthermore, we want to emphasize that all our payment links have obtained ************************** Security Standard (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 Check, **************** SafeKey, Discover ProtectBuy, and JCB J/Secure. 
  
  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:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Items in Question:Comfy Couch $355: Advertised as a comfortable and well-made sofa, the item received is anything but. The cushions are hard, the manufacturing quality is subpar, and the overall construction is flimsy and unstable.Two Dressers , 2 chest of drawers. Valued $1000 These items were advertised as standard-sized bedroom furniture suitable for adults. Instead, they resemble furniture for a childs room, both in size and quality.Misleading Advertising and Quality Concerns:The products I received do not match the descriptions or images provided on your website. The use of deceptive photography and misleading product descriptions constitute false advertising and violate consumer protection laws. The sofa and dressers were presented as high-quality, standard-sized furniture, yet the delivered items are neither.Unreasonable Return Requirements:Thier return policy requiring me to disassemble the furniture and package it in a box for *** pickup is not only impractical but also an intentional barrier to processing returns. Most consumers do not retain oversized boxes for large furniture items. Moreover, the expectation that I should bear the cost and labor to repackage furniture is both unreasonable and unacceptable.Unacceptable Compensation Offer:Offering $18 for a $355 sofa is an insult, not a resolution. The proposed $100 for keeping over $1,000 worth of misrepresented and defective merchandise is equally unacceptable. This offer is a clear attempt to avoid responsibility and deter legitimate refund requests.Demand for Resolution:I am formally requesting:1. Full Refund: A complete refund of the total purchase price, including taxes and any shipping fees, for all three pieces of furniture.2. Return Shipping Arrangements: Temu must arrange for professional pickup and return of the items at no additional cost to me. This includes coordinating with a service that can handle fully assembled furniture, not requiring me to repackage these items.

  Business Response

  Date: 03/05/2025

  Hello ******,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.

  We recommend arranging a disassembly service on your own to facilitate the return for a refund. As a gesture of goodwill, we are pleased to offer you $180 in Temu credits as compensation. Additionally, please keep the shipping receipt, as we can reimburse the return shipping cost via Temu credits or ******. Please let our customer service department know if you accept this offer or if you have any other preferences. They offered you a detailed explanation on March 4. 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. We appreciate you giving us another chance to serve you.

  Best wishes,
  *******

  Customer Answer

  Date: 03/06/2025

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

  I am rejecting this offer as I have previous offeres as it is a hook to require me to purchase additional inadequate  items from Temu. Your original offer was of $155 not $180. I do not trust you will repay shipping based on your history of misleading customers. Further more there are 2 dressers not mentioned here. This is not acceptable and the item as most Temu items are of poor quality and advertising misleading!! I need to purchase a product of good quality and not another Temu item which will again be nothing of value. I will except nothing less than full value of each item and a written agreement  to provide an individual  to disassemble  items for shipping as well as a PREPAID  return shipping labels!

  If these requirements are not met, as mentioned previously,  I will seek legal action in a court of law showing the inadequate construction of furniture  sold advertised as high quality  comfortable  which it is NOT!!!

   

   

   

   

  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,

  Cilene Bosch 

   

   

  Business Response

  Date: 03/17/2025

  Hello ******,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  We sincerely apologize for the inconvenience caused by the process of returning large items. Unfortunately, we are unable to provide disassembly services directly. However, we recommend reaching out to professional disassembly service providers who can assist you with the disassembly required for the return. As a gesture of goodwill and to compensate for this inconvenience, we are pleased to offer you $200 in Temu credits.

  Regarding the return of the three orders, we are pleased to inform you that we can arrange a *** door-to-door pickup for your convenience. This means you wont need to visit the shipping point yourself; instead, *** will collect the items directly from your location once the disassembly of the items has been completed.
  Additionally, we are happy to offer compensation for the door-to-door pickup fee in the form of credits. Kindly let us know if you are willing to proceed with this arrangement so we can finalize the necessary steps. Our customer service department has offered you an explanation on March 18. 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. We appreciate you giving us another chance to serve you.

  Best wishes,
  *******

  Customer Answer

  Date: 03/18/2025

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

  This item is constructed of poor quality! The cushions will not remain attached to the base. They are attached by a very lightweight Velcro that does not withstand an individual sitting or movement on the cushion. The seat cushion is One Piece with the armrest. There is no separation between the seat cushion and the armrest and both are attached by the velcro which again is lightweight and unable to sustain any kind of movement or pressure. The back of the sofa is a board which is only an inch in thickness and held on by a couple of screws to the base. The sofa must be against the wall otherwise any pressure against the back can cause the rear board to detach from the base. The sofa is made of two sections which will not come together as shown in the advertising image. Impossible! It thereby causes the two sections of cushions seat cushion attached to arm rest to not fully join in the center which causes a gap and items can fall between. This sofa is made of poor quality and is very misrepresentative in the advertising. In addition it is advertised as a comfy coach which the couch is not! It is not comfortable by any means. Your $200 credit is not accepted because it would not allow me to pay off the sofa to my financial institution and thereby purchase a new sofa of proper quality! And it would then force me to have to spend $200 on more of your inadequate items! I refuse this offer and any further offers I demand a full refund in the amount paid for at the time of purchase and refunded to the original payment method! This item was falsely represented as so many of your items by your vendors are! The fact that you are a Chinese company doing business in ***************** requires you to follow us trade agreements.
  
  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,

  Cilene

   

   

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from temu and was disappointed on packaging and product they advertise a product and when you get it it's not what I ordered and I ordered products and never received them so I closed my account completely and they said wait 7 days it's been 10 days and they are still sending emails I talked to customer service and they said I would no longer get emails but this is temu now it's bothering me I am still getting emails they won't stop I have done everything they told me to do and nothing is working

  Business Response

  Date: 03/04/2025

  Hello *****,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback, and we understand the frustration that you may have been through during this time. After reviewing your case further, we have found that you have initiated the account deletion and recommend waiting for the process to complete. Furthermore, we confirm that your email address has been removed from our sending list. Sorry again for any inconvenience.

  We hope this information helps. If you need further assistance, please message us through Temu.com or Temu app live chat to provide us with more details about the ad delivery so that we can better assist. We appreciate the opportunity to assist you.

  Best wishes,
  *******

  Customer Answer

  Date: 03/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:02/25/2025

  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.

  I am a premier member of Temu and have enjoyed a 'no minimum order amount' for shipping for two years. Suddenly and without notice or explanation, (from their associates online or through their hotline), my minimum order amount has increased to $35. I have asked why this happened suddenly within the last 10 hours and I have not received a valid reason or resolution. The actual associate with whom I spoke did not explain at all what or if I did something wrong to drastically change my account. They did however recognize that I had a 'no minimum order' amount up until last night as a premier customer. I would like my account to go back to premier status with a 'no minimum order' purchasing component. I have been extremely loyal with Temu as my prime online shopping venue and have earned my premier status with my countless purchases every week. I would like this issue to be resolved properly so I can continue to support Temu. I deserve my account to be treated as a premier customer of **********************.

  Business Response

  Date: 03/04/2025

  Hello ******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We would like to inform you that the minimum order value is set to minimize our and our customer's Carbon footprints. Also, it allows us to offer the very lowest possible Price for the products on Temu, create special events and offer the amazing Coupons we share with our customers. Unfortunately, we cannot waive the minimun order amount at this time. Thank you for your understanding in this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 03/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:02/25/2025

  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.

  On 2/17/2025 I was invited to a promotion called "Temu Gift Calendar" which requires customers to place an order for a certain amount to participate. The promotion, which Temu later identified as "Spend ** to Get a Free Gift" promised participants like myself multiple "free gifts" and coupons valued at $1,500. I entered the promotion and further participated in a "buy ahead" offer where I could pre-select these "free gifts" and claim multiple days in the promotion by placing an additional order. It was only after this that Temu disclosed the minimum order to receive each "free gift" was $50 and the minimum order to claim the ultimate gift was an astounding $100. The cost to fully participate was over $300 in orders to claim "free gifts" that I later learned were collectively worth less than $100. First, I feel cheated and ripped off. Second, it is completely unfair to not fully disclose up front the minimum order amount to claim each gift and the ultimate prize before customers invest in one or more orders to participate in the promotion. Had I known this information up front, I would not have participated.

  Business Response

  Date: 03/05/2025

  Hello *****,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback and we are sorry you are experiencing difficulties with our promotional activities. We assure you that our programs are genuine and effective, and numerous users have already completed the tasks and received rewards for their efforts. Please rest assured that the activity is real and valid. Meanwhile, we value your feedback and will continue optimizing the activity to provide a better user experience. Our customer service department provided a detailed explanation about the rules and process of the activity you participated in on March 5. Please check your inbox for more details and respond if you have any other requests.

  Furthermore, if you are not satisfied with any items you received in your order, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." 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 further assistance, please message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  I am well aware of the rules of the promotion and neither your response or the one from customer service addressed my point - customers should know up front the financial commitment required to participate and win the ultimate prize. I am aware that amount can range from $25-100 and it is unconscionable to require a larger purchase requirement for an grand prize item that costs less than half that price. I will reconsider doing future business with Temu and at the very least I will simply return all purchases made through such promotions if I feel they are unfair. 

  Disappointing loyal customers who have spent hundreds and hundreds of dollars with Temu is not a good business strategy. 

  Regards,

  *****

   

   

  Business Response

  Date: 03/18/2025

  Hello *****,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback. We understand that you still have some questions regarding the rules of the Temu Gift Calendar event.

  The specific prizes available in the event can only be revealed and claimed after completing certain tasks or reaching specific progress milestones. This process is randomized, and we kindly ask you to refer to the event page for the most accurate details. Please rest assured that our activities are genuine and valid. Additionally, we will continue to optimize the event to enhance your experience.

  As a valued customer, we sincerely regret any frustration this may have caused. As a gesture of goodwill and to compensate for this inconvenience, we are pleased to offer you $30 in Temu credits. We hope this will help improve your experience. Please let our customer service agents know if you would like to accept this compensation. They will provide you a detailed explanation about this issue on March 18. Please keep an eye on your inbox.

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

  Best wishes,
  *******

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misleading advertising led to unintentional payment authorization. Immediate cancelation accepted and refund promised. No refund and shipped item after cancelation. Multiple attempts to cancel transaction have been refused.Payment, itself, was unauthorized and induced by deceit. Refusal to honor cancelation is an unfair trade practice intended to frustrate return and hope customer is unable or unwilling to return and claim refund.

  Business Response

  Date: 03/04/2025

  Hello *******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. If you are not satisfied with your order, we kindly recommend that you return it for a refund upon receiving the package. Alternatively, you may choose to refuse delivery. We appreciate your understanding in this matter.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Mar 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,
  *******
  

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought some cheap items and another cell phone on the temu.com website. So after it arrived I decided to return the product, because I didn't like the quality, and on the same day I returned another very light product, it was a sponge and a paste to remove scratches from the car, so in the package there were 2 products, the cell phone and this very light product. I went to *** According to the temu information to return, there were 2 items in a package, the *** weight shows on the attached receipt, it says 1.15 lb, in other words it couldn't just be a very light product that doesn't weigh 0.15 lb. Then I received a refund for the cheapest product which was about $2 or $3. And the most expensive and heavy thing is a cell phone and its accessories. Temu claimed that this product did not arrive in their warehouse and that they were not going to refund my money. In other words, they didn't even have the sense to check the weights of the package, when it left *** and when it arrived at their warehouse, only then would they check that I had placed the 2 products and not just 1 as they stated to me. The only thing I want at the moment is my money back, as I am out of money and out of the cell phone that I returned, in accordance with Temu.com's return policies. If possible, just contact me by email or send a text message to my cell phone. I don't speak English very well. Only Portuguese. ********** / ***************************

  Business Response

  Date: 03/04/2025

  Hello ******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been refunded to your original payment channel on Mar 3. Once the refund has been successfully processed, please note that it may take 3-5 business days for the refund to appear in your original payment method. 
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 03/04/2025

  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:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was playing a site on line when I was told I won and had me pick these. Free. Items. which I did. I then got a notice stating I won more so I picked other items. I just got a bill from those items being charged.

  Business Response

  Date: 03/03/2025

  Hello *******,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and can confirm that our customer service department has been following up on this issue. They will provide you a detailed explanation about the activity you participated in and a compensation plan on March 3. Please keep an eye on your inbox for further updates.

  Furthermore, if you are not satisfied with any items you received in your order, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." 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 further assistance, please message us through Temu.com or Temu app live chat.

  Best wishes,
  *******