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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
06/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Nintedo Switch OLED from TEMU and I decided to return it. I shipped it in the package that TEMU wanted me to ship it back in. The package arrived at their destination on June 6, 2023. They state that it will take around 1-3 days for the package to get to TEMU from the *** facility to their warehouse. It has been almost 2 weeks and it has not changed whatsoever. When I contacted customer service, they continually assured me that it would arrive despite never giving me any updates whatsoever. They even assigned me an agent who promised to send out a team to investigate and check and respond within 48 hours but hasn't for at least 4 days.Temu's customer service is not only unhelpful, but intentionally dodgy and accusatory, making me the customer feel as though I have done something wrong even though I followed all their instructions. I even put in extra bubble wrap to ensure the package would stay safe. After weeks, the over *********************************************** Temu's pocket. I'm afraid I will never get a straight answer or refund out of them through their customer service and have come here instead.My order ID is ************************
Business response
06/25/2023
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 order details you provided and can confirm that your order PO-211-***************** has been refunded to your original payment channel. Please allow **** business days for your refund to appear back on your payment method depending on the processing time of your financial institution.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
CandyInitial Complaint
06/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Contacted the seller around 9:30 am (approx. 10 minutes after placing my order) via their website since no form of verbal communication was available and as of this moment (2h 30m later) we have not reached a resolution. They show on their website that after spending $75 I would receive $40 off which I did not receive. Each time they responded they either said I didnt apply the coupon code or that it applies automatically and also that they couldnt adjust the price. Whoever is on the other end of their ims continues to tell me that they are a new person and the supervisor whenever I request to speak with one, but the sender never changes. Their only offer has been a credit not equal to the amount that shouldve been discounted to apply to a future purchase, which after this experience I guarantee I will not be making. If further evidence is needed I have taken screenshots of all communication with the company.Business response
06/25/2023
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 order details you provided and can confirm that your order PO-211-***************** has been refunded to your original payment channel. Please allow **** business days for your refund to appear back on your payment method depending on the processing time of your financial institution.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
CandyInitial Complaint
06/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Package was not delivered they show a delivery but its not here its a picture of a different delivery date last delivery went to another person on linden Ave was credited for that delivery this delivery I can't get them to resendBusiness response
06/22/2023
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 understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for this order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. Please check your mailbox, around your house, and other possible locations. If you are still unable to locate the package, please contact the carrier for further assistance.Thank you for your understanding.
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,
CandyCustomer response
06/23/2023
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.
They have supplied a picture of a delivery date from last monthBusiness response
07/03/2023
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 understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for this order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. Please check your mailbox, around your house, and other possible locations. If you are still unable to locate the package, please contact the carrier for further assistance.Thank you for your understanding.
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,
CandyCustomer response
07/05/2023
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,****
THE Delivery picture is not my home I sent you a picture of my home already the picture they uses is old
Business response
07/20/2023
Hello ****,
I am Candy **** 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 understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for this order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. Please check your mailbox, around your house, and other possible locations. If you are still unable to locate the package, please contact the carrier for further assistance.Thank you for your understanding.
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,
CandyInitial Complaint
06/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed a order on temu then order from **** showed be delivered at 12pm but I didn't received the notification until 9pm. My belongings never arrived. I then went and contacted my apartment as well as the police to find my item they were able to review video and it shows the postal worker putting it in the wrong box and someone else retrieve the items. I advise temu save they are refusing to correct their error. I later that day recieved after seeing the police and my Mantience going around warning everyone a open package with nothing insideBusiness response
06/22/2023
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 understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for this order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. Please check your mailbox, around your house, and other possible locations. If you are still unable to locate the package, please contact the carrier for further assistance.Thank you for your understanding.
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,
CandyInitial Complaint
06/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made an order with TEMU on 6/9/23 and when I got my order today, 6/16/23, it was NOT my order. NOTHING I ordered was in the package. They put someone elses order in a package and slapped my shipping label on it. It was mailed out, delivered to my address, and received by me, and then reported back to TEMU that MY order was delivered. When I contacted TEMU, the moment I opened the package and found nothing that I ordered, I was argued with, refused the opportunity to speak with a supervisor, and told a credit, by their OWN admission that it takes approximately 3 minutes to receive, has YET TO BE RECEIVED BY ME, and its been 7 hours!! Ive spoken with 5 CSRs, 2 of them supervisors, only to be given the RUN AROUND, told that the credit is UNDER REVIEW, and that my order CAN NOT be sent to me. THEY SCREWED UP, and they dont want to refund me, compensate me, or resend MY ORDER!!Business response
06/22/2023
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 order details you provided and can confirm that your order PO-211-***************** has been refunded to you. We apologize again for any inconvenience. 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,
CandyInitial Complaint
06/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had 2 packages that where mailed out two an address I got kicked out of after I canceled both orders the first one was sent back to temu I got my money back but my big order of 46 and some odd change was never sent back but I never received it. I asked one time for the money to get credited to my temu account the person I was talking to was really nice and acted as if they would do that for me. Then as days went by and I never received my package they told me to get ahold of the post office which I did and no one ever helped me so now I don't have any gifts to give my daughter for her bday if you want pictures of the conversation I can do that by the way my order was placed may 26 and I still got nothing.Business response
06/22/2023
Hello Celina,
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. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-211-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. Please check your mailbox, around your house, and other possible locations. If you are still unable to locate the package, please contact the carrier for further assistance.Thank you for your understanding.
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,
CandyInitial Complaint
06/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
At shortly after 2am EST on 5/30/23, I placed order #PO-211-19970630887032324 with Temu.com for $158.83. During the time that I placed this order, there were two promotions active on my account. One was to receive $20 in store credit in return for my purchase, and the other was to receive 50% of my order total back in store credit. That should've given me $79.42 + $20 back in store credit. Both of these promotions showed on my account at the time I placed my order (first two screenshots). I took screenshots since I had attempted to participate in similar promotions twice before (5/15/23 & 5/21/23), only to later be told by customer support that they had not actually been active on my account at the time I placed my order.I didn't see anything immediately show up indicating that these credits were pending, or available for me to view or interact with. I did see the regular 5% credit back showing as pending.Because of my previous issues with promotions, I contacted customer support later that morning when I still didn't see any of the credits showing up anywhere on my account. Some promotions spread the total amount of credit out into chunks that you have to go in to retrieve each day. I let them know that they weren't appearing. I was asked to send an email to ****************************** I included all of the details, a list of the places I'd checked for the credits, and the screenshots showing that I qualified for the credits.It took them over a week to respond, at which point they said that I didn't get the credits because I didn't participate in the promotion. I responded in detail about how I did. The ticket was escalated. I was then given a confusing response about a security risk, and both the credit back/coupon area called "Temu Exclusive" and the promotions page where special offers come through have been disable ever since. I have contacted them multiple times since, and let them know that this feels retaliatory. Nothing has been resolved or adequately explained.Business response
06/22/2023
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 our customer service department has emailed you and offered you explanation and compensation. Please check your inbox. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
Best wishes,
CandyCustomer response
06/23/2023
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 have checked my Temu account, as well as my email account (including my junk folder). I have not received any additional messages from customer support. The most recent responses are those that were attached to my original complaint. I would not have filed the complaint if I had considered those responses to be adequate or acceptable.
FAQ
Regards,Cara
Business response
07/03/2023
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 our customer service department has emailed you and offered you explanation and compensation. Please check your inbox. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
Best wishes,
CandyCustomer response
07/05/2023
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.
Once again, I have not heard anything new from Temu customer support since I filed this complaint. This seems to be a canned response, and I don't believe they're taking this seriously at all. There is nothing new addressing the issues I've reported in my inbox, my spam folder, or my Temu support logs. This is incredibly frustrating. I feel like they're trying to gaslight me at this point, and it's really disrespectful. The refusal to even make an attempt to customize a response reflects very poorly on their customer support and shows a complete lack of concern for how they're viewed as a company.
If they truly believe that I'm incorrect, then they should try to demonstrate how, and explain their position. I'm a reasonable, and logical person. I've shown them why I believe a mistake occurred, and provided them with the screenshots and support logs to back up everything that I'm reporting. They have not given me any evidence that I'm wrong, or that it was user error. Nor have they given any explanation as to why their customer support wouldn't have tried to guide me if I had been wrong. I reported the same issue happening to me more than once, and within hours of having placed those orders. That would've left plenty of time for them to have told me where to look for the button I was supposed to be clicking on to "participate," or to troubleshoot the issue with me, BEFORE the timer supposedly ran out on the activity. Since they did neither of those things, I feel that they should honor their original offer for that order - whether or not the promotion was glitched. But, again, I think I've demonstrated that it was glitched. They've offered no evidence to the contrary, and made no attempt to troubleshoot the issue from any angle - not even one from the assumption that it was user error on my part.
I honestly don't even know why I'm going to the trouble of writing all of this out. I feel that Temu has clearly demonstrated that they have zero respect for this process.
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,Cara
Business response
07/21/2023
Hello ****,
I am Candy **** 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 our customer service department has emailed you and offered you an explanation and a compensation plan of a [20% OFF, capped at $20] coupon. Please check your inbox. Upon checking, we have verified that the order PO-211-***************** did not participate in this 50% credit back activity and you need to click "enroll" and place an order PO-211-***************** for a certain amount to complete the task. 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,
CandyInitial Complaint
06/16/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
In May and June 2023, I placed 2 sizeable orders. Somevitems were clothing I needed to return for smaller size. It is almost impossible to get a return address for this company. I have tried everything. I'm stuck with product I cannot use.Business response
06/22/2023
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. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items. We implement strict policies and control measures to ensure product quality and accurate product descriptions. If you are not satisfied with any items you receive, 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 ****************************************************************. The first return for each order is free and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow **** business days for it to appear since timing depends on your financial institution.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
Best wishes,
CandyCustomer response
06/24/2023
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,*******
When I type in your orders it goes right back into shopping mode my orders Dr don't come up.
I'm trying to attach screen shot for you..
*******************************************, that's link. Thank you. *********************************..
Business response
07/03/2023
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. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items. We implement strict policies and control measures to ensure product quality and accurate product descriptions. If you are not satisfied with any items you receive, 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 (not type in "your orders" in the search bar), and click "Return/Refund." For detailed return instructions, please visit ****************************************************************. The first return for each order is free and you can choose to receive your refund back to your original payment method or as Temu credits. Temu credits will appear in your Temu credit balance within 3 minutes and can be used immediately. If you choose to receive your refund back to your original payment method, please allow **** business days for it to appear since timing depends on your financial institution.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
Best wishes,
CandyInitial Complaint
06/16/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Temu is engaging in false advertisement. I went to buy a pair of shoes that were advertised as $2.49 on ********* When I log into my account, the price changes to $22.49 and when I went to my cart, it had further increased to $29.Business response
06/22/2023
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 the deal you mentioned is for new user only, which is stated on the advertisement details page. Thank you for participating into our offers and you are very welcome to take part in other promotional activities as well. 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,
CandyInitial Complaint
06/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned everything use the label they sent me but didn't get refund(PO-211-03079813555833675, PO-211-*****************, and PO-211-*****************). I had three orders to be returned, they provided me two same labels to print at different times. So I shipped my three orders into two packages but with same label. However, I got an email that only one of my order in the first package was refund, but the return of the other two orders in another package are denied because they didn't receive the package. I shipped the two packages with return labels they sent me at different times. They sent same return labels to customers at different times for saving cost from shipment but didn't take responsibility for the lost of packages.Business response
06/22/2023
Hello Una,
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 our customer service department has emailed you to ask for more information. Please check your inbox and reply to the email directly. 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,
Candy
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