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:12/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered from Temu but a courier company called ************ was supposed to deliver once it was revealed in ******. I ordered items to be delivered before xmas. On December 21st there was an apparent attempted delivery at 3pm. The package was not left at my door and there were 2 people in my home at that time.On the 21st, I called customer service. I was asked to give my phone number so I can be contacted once they attempted delivery again. All this time, the status of the package stated returned to sender. I was told this was a glitch in the system.On December 22nd, i called again, not having received a call for delivery. I was not that delivery would be in 2 days but it being a Friday, it wasn't explained if business days or over the weekend. I was told again that there was a glitch in the system. I just called again this morning, December 27th at 10:15 EST. I explained my whole story again, I was informed it would be delivered in next 2 business days. I asked how I could believe that as website never updated to show a different status. Now when I check the tracking, my package is back in ***********. The lady I spoke to this morning stated that my package was on the move. I asked to my house or back to sender? She did not know. I was also told for further issues to contact the sender but how would they help me when the package is still in your company's possession?I asked to speak to someone else to escalate my call. She said she is the one and only person I could speak to which I feel is so unacceptable. My tracking # is STRTD650665760. I would like reassurance and proper tracking that package will arrive to my by the end of the business day this Friday.

  Business Response

  Date: 01/04/2024

  Hello *********,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that your order PO-037-***************** was delivered to you on Dec 29, 2023 3:18:08 pm EST. We appreciate your patience during this process and we have issued you a CA$5.00 credit as a sign of appreciation.
  
  Meanwhile, your information regarding our logistics provider is well received and our corresponding department has been working on the case to improve our partnership with logistics companies in the future. We will record your feedback - please be assured we highly value customers' experiences and are continuously optimizing our services.
  
  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:12/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/13/23 I made a purchase from the temu website for Christmas items for my daughters which were clothing items totaling up to $128.45. a few days later I received a notification stating that my order was stuck in a particular state and they weren't sure when I would receive my order. 12/23/23 I received a random notification stating that my order had been delivered to my door. I immediately go to retrieve my order and immediately noticed that the order package was extremely small for an order that contained 12 items which were all clothing. I retrieved the bag and took it inside and immediately noticed that I was sent a wrong order. I contacted the merchant immediately making him aware that I received someone else's order and not my own this incorrect order contained a blue t-shirt, Bluetooth speaker, large anime hoodie, and a flat iron, and a hello kitty chopstick bowl. none of the items in which I ordered at all. I also provided live video and photo proof of the shipping label that was sent as well as the incorrect items that were inside the merchant was said to be in contact with me within 24 hours it has been a week with no contact from the merchant and after multiple attempts of contact I just want my money back. The only thing that is happening is I am constantly being told that they are expediting this issue with zero results. The merchant is supposed to contact within 24 hours it has been a whole week and there has been excuse after excuse after providing proof as well as photos the merchant refuses to refund my order I just would like my money back the order number is# PO-211-***************** and the temu tracking number is 921-29034374955414042083. I also communicated that there were no other tracking numbers provided on the packaging label besides what is on the package that was sent. I have attached photos below.

  Business Response

  Date: 01/03/2024

  Hello Akele,
  
  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 conducted a thorough investigation with our warehouse team to ensure that all procedures were followed correctly.According to our records and the warehouse's confirmation, we have verified that the correct quantity of goods was dispatched from our facility, and there were no discrepancies in the items shipped.
  
  Given that our internal checks have confirmed that the order was sent out in full, we are unfortunately unable to offer a refund or reshipment for the order (PO-211-17215653932153899)you have reported as missing. We understand that this may not be the resolution you were hoping for, and we truly regret any frustration this may cause.
  
  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:12/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 17 items. Only received 6. I have complained 3 times. Each time the claim is denied because they are telling me the warehouse has confirmed that all the items were delivered

  Business Response

  Date: 01/03/2024

  Hello D W,
  
  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 the correct 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.
  
  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:12/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order no PO-211-*****************. Trouble ticket **************** On Dec 18,2023 I accidentally returned my shoes to Temu warehouse. I attempted to stop the shipment but Temu said they couldnt and that I had to wait for delivery. Temu confirmed receipt of my shoes. I cannot get anyone to handle this they have created a ticket but I cannot reach anyone that can help. They sent an email asking for photos which I provided. Their ***************************** email does not accept incoming emails. It is hard to reply to them that way. I offered to pay to return them or forward to original location. My shoes cost $200+.

  Business Response

  Date: 01/02/2024

  Hello ****,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Checking the details with our colleagues in the relevant department, we would like to inform you that we did not manage to find the items you mistakenly returned to the warehouse. Our customer service department has emailed you and offered you an explanation through the ticket ****************. 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,
  *******

  Customer Answer

  Date: 01/02/2024

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

  Various customer service reps including a supervisor verified that Temu has pictures of what I sent by mistake and it matches the photos I provided. My shoes cost over $200 and Temu is offering $20 in credit. I reached out immediately for assistance the same day I shipped the shoes and was told I had to wait for the delivery even though Temu could have stopped the shipment. I have been promised many telephone calls and received none. I offered to pay to ship my shoes back. In addition, the email ***************************** does not accept incoming messages. They offer no help and telephone numbers are not easy to find. 
  
  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

  Date: 01/10/2024

  Hello ****,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have looked through the attachment and double-checked the details with our colleagues in the relevant department, and we regret to inform you that we were unable to locate the item that was returned in error. Our customer service department has emailed you and updated our compensation plan as a gesture of goodwill on Jan 4. Please check your inbox. 
  
  We understand that the outcome may not always be what you were hoping for and the frustration that you may have been through during this time. Your information is well received by our colleagues in the corresponding department who have been working on the case to improve our handling of cases out of the norm. Thanks for your understanding and extreme patience.
  
  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: 01/11/2024

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

  I am not satisfied as I was told by several customers service reps that there are pictures in your files of the incoming shoes. They described the blue box the Hokas are in. If you cannot locate them it is due to your employees misplacing them. Given that I was attempting to return them for a refund and I now cannot, I think a minimum credit of $100 would be more adequate that the offer of $15 which by the way was not credited to my account. I attempted to have Temu cancel the delivery of the shoes as I noticed the same day but no one was willing to. I could not as it was not my account the label was created on. Had they assisted me, this would not have happened  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:12/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a transaction with Temu on 11/21/23. Order #PO-211-19897991199350167 This order didnt arrive when it was supposed to arrive so I was given a $5 credit because of that. I continued checking the tracking and finally it said it was delivered in my mailbox on 12/7/23. I checked my mailbox it wasnt in there. I checked with the only *********** that I have and they hadnt seen the package. I checked all around my house, garageeverywhere and the package was no where to be found. I contacted Temu and a ticket was submitted. I contacted my local post office and was told to contact the merchant. Temu kept redirecting me back to the post office and to check with my neighbors and around my house, which I did multiple times. The package never arrived. They denied my refund and I told them I just simply want my items. They denied that as well. They said they check with the post office and the package was delivered. That was a lie because I contacted my local post office and was told that Temu did not contact them. I asked Temu for verification of my package being delivered to the correct address. They couldnt give me verification (which is my right.) in Temus purchase protection program it clearly states as follows: Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos.So Temu is obviously not abiding by their Purchase Protection program Policy. I will be reaching out to the FEDERAL ***************** my attorney general, and the office of inspector General. I have recently learned I am not the only one this is happening to. So I am asking for my items now to be refunded to me, since these were Christmas presents that I never received.

  Business Response

  Date: 01/03/2024

  Hello ******,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-211-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address. In accordance with Section **** of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************. Our customer service department has emailed you and offered you an explanation. Please check your inbox.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:12/27/2023

  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.

  Temu advertises you get 150 cash back when you invite your friend to download the app I did all of that to find out they temu will not give you the rewards for it I contacted them and they offer me 15$ that is fals advertising

  Business Response

  Date: 01/03/2024

  Hello *******,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have verified it with other departments and found that your invitation was successful and you have earned the reward for this. The activity was under the promotion called 'Refer and Earn'. As a token of appreciation, $20.00 temu credits have also been added to your account. Our customer service department has emailed you and offered you an explanation through ticket ****************. 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,
  Candice  

• Initial Complaint

  Date:12/27/2023

  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 have a Temu account and every time I place an order with the company, I receive phone calls from many different numbers from false agencies trying to steal my information. I receive calls or texts from numbers linked to the US and calls and texts from *****. I even received an alert from my phone that someone from ******* is trying to change my password.These calls occur daily for several weeks before slowly fading out but every time I block one, another one comes from a new number.Example of today's calls and texts: *************;*************; **************; ************** I notice this again occurs WHENEVER I PLACE AN ORDER , a barrage of calls and texts resume WITHIN THE **** of placing the order and continue for several weeks.I am upset that Temu has compromised my personal information and financial safety.

  Business Response

  Date: 01/03/2024

  Hello Kel,
  
  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. Temu is an online marketplace that offers quality merchandise from the world's top suppliers and brands to consumers at affordable prices. Temu works closely with its global network of suppliers to ***************** quality products for consumers to enjoy the conveniences and comforts of life. With our strict privacy policy and proprietary data protection system, you can trust Temu to keep your information safe.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any further assistance, please dont hesitate to message us through Temu.com or Temu app live chat, email us at ********************************** or reply via this platform.
  
  Best wishes,
  *******

  Customer Answer

  Date: 01/04/2024

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

  The business, Temu did not respond to my concern. They made a statement of how they stand by their security system while I am notifying them it is broken.  They made no statement to look further into my concerns or investigate. I gave specific numbers that are calling my phone after I have placed an order with Temu. I will restate, I have noticed a pattern, whenever an order is placed with Temu, I would systematically receive a string of calls from unknown agencies within the hour for several days lasting into weeks asking for money or notifications from my device that it is actively trying to be hacked. Why are these incidences ignored? My last phone call was Tuesday, from ************** Jan 2nd ****, 2:25 PM. There is no reference to address this concern at all.

   
  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,

  Kel

   

   

  Business Response

  Date: 01/12/2024

  Hello Kel,
  
  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 double-checked details with our colleagues in the relevant department, and can confirm that your information is safe with Temu.
  
  Please rest assure that all of our payment links are PCI-certified and we work with major payment providers like ***** Mastercard, PayPal, Apple *********** Pay, and more to protect your financial data. With our strict privacy policy and proprietary data protection system, you can trust Temu to keep your information safe.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. Should you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

  Customer Answer

  Date: 01/16/2024

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

  The response from Temu addressed payment security. I provided details relating to scam phone calls. I am receiving phone calls. For example, I placed an order on January 14 ****, I began receiving calls from allegedly "MCM" *************, *************, *************, ******** ** *************, *************.

  I previously mentioned someone trying to hack and change my phone's password from *******, that is not my payment, that is my entire profile on my online account. ********************** needs to investigate how hackers are able to infiltrate their data on personal information INCLUDING phone numbers.

   

   
  
  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,

  Kel

   

   

• Initial Complaint

  Date:12/27/2023

  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.

  In October 2023 I had a charge text to me for something I didn't order. I said no and shut my card down. My bank, Midfirst, started a fraud investigation. Every charge I made that day was included. I had ordered from Temu. I was blocked from ordering or using my credit on Temu. I sent Temu the letter that the bank completed the investigation. They were paid! It's been 3 months and they still have me blocked. I have 63 dollars in credit that they won't return to me or let me order!

  Business Response

  Date: 01/03/2024

  Hello *******,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Checking the details you provided, we would like to inform you that our diligent and dedicated team has effectively assisted with your complaint through the ticket ****************. Please check your inbox.
  
  Plus, Temu is an online marketplace that offers quality merchandise from the world's top suppliers and brands to consumers at affordable prices. Temu works closely with its global network of suppliers to ***************** quality products for consumers to enjoy the conveniences and comforts of life. With our strict privacy policy and proprietary data protection system, you can trust Temu to keep your information safe.
  
  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:12/26/2023

  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.

  Order: PO-211-***************** I DID NOT GET THIS PACKAGE. Temu site has said out for delivery now and has since 12/22. They say they have proof it was delivered but they wont show me anything. This is the second time they have done something like this so I will never give the a ***** again but right now I need the following information:-A picture showing delivery. -A reason why their system and tracking still show out for delivery and has FOR 4 DAYS!!!- Why wont they show me proof of delivery -They said they investigated the situation and I want to know who did, what they found and why they wont tell me. Temu needs to be shut down. Sometimes you get exactly what you expect but other times dealing with them is like being in the retail twilight zone.

  Business Response

  Date: 01/02/2024

  Hello *****,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that two refund items in your order PO-211-***************** have been refunded to your original payment channel on Oct 25, 2023 and Oct 20, 2023 respectively, with refunds of $99.89 and $109.34 respectively. Our customer service department has emailed you and offered you an explanation through the ticket ****************. 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 any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:12/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ID: ***************************************** To provide more context, I had ordered multiple products from the website. However, upon receiving the package, I discovered that only a portion of the items I ordered had been included. Furthermore, the products that were delivered were in poor condition, not meeting the expected standards of quality.Understanding that these issues can sometimes occur, I promptly contacted the customer service team via phone conversations. During one such conversation, an agent informed me that a refurbishment of the missing items still in stock would be arranged and a refund for the rest of the missing items. However, despite patiently waiting for more than three weeks, I have not received any updates or a new order.In my continued attempts to seek a solution, I reached out to your customer service team again through your website and additional phone conversations. Unfortunately, I have yet to receive a response or any indication of progress in resolving my issue.Given the circumstances, I have made the decision to return the items I did receive, hoping that a full refund would be provided. I believe this to be a fair resolution considering the incomplete shipment and the inadequate condition of the products.Therefore, I kindly request that you look into this matter urgently and provide a satisfactory resolution

  Business Response

  Date: 01/03/2024

  Hello *********,
  
  I am *********************** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided with the order number PO-211-*****************. after verifying with our warehouse, we have received the response, the warehouse has confirmed that all correct items were indeed packaged and shipped to you according to the order requirements. Unfortunately, we are unable to fulfill your request for a replacement or refund for these items, as the items were shipped according to the order.
  
  With regards to your Return & Refund, we have looked through your return and as per the investigation result, our warehouse hasn't received all the items for quality inspection. Apart from this, we have initiated the refund on the items that our warehouse has received for now (please see details in PO-211-*****************-D03).
  
  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,
  *******