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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
06/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Their ad claims new users who download the app get a free drone. When you download the app, then it tells you you only get about half off. After you are forced to sign in, it says the offer is only available.for first orders. I have never used Temu, nor have I ordered from them. But now they have my personal info they were actually after.
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,
CandyInitial Complaint
06/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
company sends me spam tests on a daily basisBusiness 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 your phone number has been removed from our texting list. Sorry 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
06/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I dont live in a good neighborhood so my packages do get stolen from time to time. I ordered an 80$ order off of Temu. So it says someone received my package at 1:45 but I was home then and didnt receive it. I contacted them and told them about the problem. They told me to look around the house and my neighbors houses to see if it was anywhere but it says someone got it. I told them this and they basically said is was my fault and ignored me about the problem. They never responded back to me and said they were not going to refund me. I received the message at 5:37 that my package was delivered at 1;45 so Im confused to who got it because I was home and I didnt see or hear the mail man outside. Thank you for your time and service.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. 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,
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.
[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,Ashley
Im trying to see how this is my fault I didnt get my package so what am I supposed to do now just let them keep my money. Thats not right.
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. 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
06/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The issue is I dropped off my package for it to be returned the status updated saying it was at the warehouse a rep told me on the 13th its at the warehouse being inspected now a few days later today I finally get my refund for the different order which took long and then another rep claims I didnt pay **** and Im like what I didnt pay **** for what and nobody can explain that to me still missing refund from my other order and this is ridiculous everyone keeps telling me something different I wanted to buy other things on Temu but after this i definitely will not I have enclosed the order picture and the statusBusiness 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 an explanation. 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,
CandyInitial Complaint
06/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered from Temu on June 3rd and spent an amount of $51.34 but my tracking information has not been updated in over a week and my package was supposed to be delivered on June 14th but today is June 14th and I havent received anything. I contacted **** and they said that Temu has not dropped off the package to them yet meaning they have no new tracking information. I also contacted Temu but they also say they have no new tracking information so I guess that means nobody knows where my package is at . So how do we go about this situation? My tracking number is ****************************** Both businesses wont tell me whats going on and I ordered these items for Fathers Day and Im afraid I wont be receiving them for my husband which makes me sad I would like the items to be resent to me again from Temu and to get it here by Fathers Day if thats possible I hope you can help me . ThankyouBusiness 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 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
06/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I shopped at TEMU today, 6/14/23, added items to my cart, and when I got to the cart page to checkout, the total did not add up. Their total was shown as $51.23. I added up the items three times, and got $44.04. I ended up not going through with the purchase out of fear that this company was scamming me already. How could a company be so wrong on its total? I doubt this is an error. I am going to attach what I captured of the items, their prices, and what they added it up to. Thank you kindly for looking into this.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 the total amount of the items is $51.23. The reason why you added up and got $44.04 is because you bought two of an item ($7.19) but counted only one in your calculation. Please check the correct bill provided by our platform: 0.29+0.89+0.29+0.78+2.48+7.19+7.19+13.99+2.48+3.98+11.67=51.23.
Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. You are very welcome to place orders on our platform. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
Best wishes,
CandyInitial Complaint
06/14/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I ordered from this company they used the name of Temu online on May 25th paid ***** I was told my TEMU on line this order would arrive 6/4/2023 to 6/7/2023 never received the order only thing TEMU offered was **** on a ***** purchase for being late tried to find a number to contact them, but there was none. My resolution would be to receive my items in 3 days or refund me. This is the second order I ordered from them I also ordered a third time from them totaling ***** 8 items due 6/12/2023 to 6/15/2023 I hope I receive these items please help me resolve this problem with TEMU.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 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
06/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Two of the items were delivered missing parts. The power adapter was missing for the item that I received twice in this order. The manual states that an adapter is included. I did not receive an adapter in neither box. The device will not work using a regular adapter. I tried it and it didn't work. The manual states that the device works with a fast charging adapter that should have came with the devices but it didn't. I notified temu of this issue and I was directed to put in a refund request. The refund was denied stating that the warehouse all the way in ***** alleges that it was packaged and delivered completely to me all the way in *****************. I need to see a picture of the inside of the contents of the box right before the delivery people delivered it. The items passed through so many different channels after leaving temu. The boxes were damaged upon arrival. I asked to speak with a supervisor and the manager refused to speak with me directly. Temu has refused to send an replacement. Temu has received to issue an refund credit so I can reorder the items. Temu customer service skills ****. I looked on their website and noticed that other customers had issues with missing adapters and wrong adapters being sent. The item is useless without a fast charging adapter which most people don't have. I have never seen a company where a supervisor hides when a customer requests to speak to them directly. Temu needs to make things right. Temu dropped the ball by shipping out devices that were missing parts. Like i previously stated, I would like to see a picture taken by the delivery carrier right moments before delivery showing the contents of the box. I did not receive adapters and I do not like being treated like an liar. Order number is po-211-***************** I included pictures of reviews made by other customers on temu you experienced similar issues. I'm not the only person who experienced this type of issueBusiness 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 all items in your order PO-211-***************** were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again 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 further assistance, please message us through Temu.com or Temu app live chat.
Best wishes,
CandyCustomer response
06/26/2023
I reject temu response because they have not provided evidence that the packages arrived with the fast charging adapters. I asked Temu to provide a picture of the contents of the packages taken on the delivery date prior to delivery. Temu advised that they are not able to provide a picture. I do not believe that the Temu conducted an investigation and confirmed that the packages were packed completely. I reviewed other reviews from other customers on Temu who didn't receive the fast adapting chargers either . I reviewed other products on Temu and customers constantly reported that they were missing items. It appears that it is a common problem for Temu to not include all the parts when items are shipped to customers. I noticed that other customers have made similar complaints to the BBB. Temu is aware that their not packing all the parts and failing to take ownership for their mistakes. The package was shipped from ***** to *****************. The package went through so many hands through the shipping process. Temu is calling customers liars by insinuating that parts weren't missing. Temu will lose US based customers with unorthodox business practices. The package was not shipped completely, because I did not receive the fast charging adapters needed to power up the devices point blank. I am asking Temu to produce evidence that the packages were delivered on June 12, 2023 with the fast charging adapters inside the box.
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 order details you provided and can confirm that all items in your order PO-211-***************** were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again 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 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.]
The response does not resolve this issue because fast chargers did not come in the boxes. I have asked temu numerous time to provide pictures of the contents of the boxes prior to delivery and they confirmed that their not able to do so. I do not believe that temu inspected the contents of the boxes prior to it leaving and it seems like their issuing a generic computer generated message. temu is not able to confirm that the package arrived with the fast chargers if their unable to produce a picture of the contents of the box right before delivery. The package touched so many hands throughout the shipping process. I have asked temu to produce proof that the package arrived with fast chargers and they failed to do so. Temu will use american based customers using unethical business practice. The concern will be resolved by issuing a reshipment or refund. The items did not arrive with fast chargers and the items are useless without the fast chargers.
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,*****
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 order details you provided and can confirm that all items in your order PO-211-***************** were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again 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 further assistance, please message us through Temu.com or Temu app live chat.
Best wishes,
CandyCustomer response
07/26/2023
I do not accept this response because the package did not contain fast charges. I have asked TEMU numerous times to produce evidence that the package arrived with fast chargers. Temu has failed to produce evidence. Temu is sending scripted messages. Temu is overlooking what is written in the complaint. TEMU is ignoring what's written. TEMU has a purchase protection policy. TEMU purchase protection policy is a joke. Temu is false advertising by promoting a policy that states if something goes wrong, we've got your back (see attached). Temu is doing the opposite. TEMU is utilizing unethical practices. Temu asked me to contact them directly. I have contacted temu multiple times before contacting BBB and they kept on sending me the same scripted message. Temu is not taking ownership for their mistakes. Temu needs to abide by the purchase protection policy and issue an replacement and/or refund
Initial Complaint
06/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing in regards to a complaint against Temu. This company has scammed me and ripped me off. I had placed two orders with Temu on 05/25/2023 but the supposed order was shipped in one badly damaged and torn box. Upon receiving this order their were numerous items missing from the order. Clothing, Jewelry, Stickers, Plush toys, etc. I used the Temu App and requested a refund to my original payment method. Which was denied. I then contacted Temus customer service support via chat because they will never answer the phone I was on hold for 5 hours with them and gave up. The chat representative finally created a ticket. This ticket was processing for days. In the meantime I contacted Temus chat customer support at least 60 times with no resolution and to be told to wait to get a response from a supervisor regarding the ticket. Well I waited and waited and finally a so called supervisor wrote back on the ticket and said my issue would be resolved they were handling it. These were just all excuses and stall tactics used by this company. I then kept contacting customer service through chat support and was continually lied to a cut off from chat mid sentence they would just close the chat when you complained. Finally someone contacted me and told me to submit the refund request again through the Temu App which I knew if I did it would be denied again which it was on 06/12/2023. I contacted customer support again and they will not reply and I also contacted chat support and they cut me off again. I am so tired of dealing with this company. They are scamming and ripping customers off all the time and getting by with it. This needs to be stopped. They will not admit fault on their part. This company is nothing but professional liars and scam artists!!!! The total amount of the first order was $ ****** and the amount of the second order was $ *****. I will include several screenshots regarding this issue. I don't want to hear submit another refund request excuse. **********Business response
06/21/2023
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 all items in your orders PO-211-***************** and PO-211-***************** were shipped and packaged according to the order requirements. Our warehouse team has also conducted a thorough review of the shipping process, including reviewing the shipping video, to ensure that the items were shipped in full accordance with the order. Unfortunately, we are unable to fulfill your request for a replacement or refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again 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 further assistance, please message us through Temu.com or Temu app live chat.
Best wishes,
CandyInitial Complaint
06/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed several differnt orders on differnt days. Temu held them so they could merge 7 Differnt orders into one package. And now because of stop shipment to merge orders the package was lost or stolen. They tell me to contact **** but the package hasnt even reached the states. So **** told me to contact temu who cant seem to help. *** got a lot of family, friends, and followers who will be leaving negative reviews. I just want my items!!!Business response
06/21/2023
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 7 orders PO-211-*****************, PO-211-*****************, PO-211-*****************, PO-211-*****************, PO-211-*****************, PO-211-***************** and PO-211-***************** have 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,
Candy
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