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:02/19/2025

  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.

  Date of Transaction: February 7th, ******* order was a total of $27.32 CAD.They were to provide me 3 items out of my order, they arrived damaged with the packaging also wet and destroyed. I have tried to contact via live chat and tickets, even requesting a supervisor but the customer service agents ignore this. I just want my money back at this point and will refrain from using Temu again. They dont seem to be helpful in anyway, other than just sending me the same copy and pasted scripts. Im continuously repeating myself and no-one fixes the issue.

  Business Response

  Date: 02/27/2025

  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 that this may have caused. Your feedback is extremely valuable to us and we are sorry that you are not satisfied with some of your items.

  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 ****************************************************************.

  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 5-14 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,
  *******

• Initial Complaint

  Date:02/19/2025

  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 paid $244.00 for a weather proof, small outdoor metal toolshed weighing 100 lb in November of 2024. delivered to me damaged by a delivery service hired by Temu. Photos taken By the delivery driver who submitted to Temu showing the destroyed shipping container. During unpacking and assembling the toolshed I identified the damaged and crushed shelves. I thought I could replace the shelves and proceeded to assemble the toolshed. Once I had assembled the toolshed to the point of installing shelves I realized that the toolshed was designed in a fashion that the brace brackets for the shelves had to attached to the shelves and then the lips on the brackets had to be inserted into designated slots of the thin exterior metal walls. Due to the dents and crushing of the shelves this did not line up. The shelve and he shelf brackets are designed components for the structural integrity of the metal toolshed. The door supports are also designed to be intrigual structural support, whith the bottom of the support bent thecdoors do nor close appropriately. I requested a reshippement from Temu. That was declined. I requested a refund. Temu responce to a refund was $11.00 and i would have to send item back. Which would mean i would have to disasseble the 600 piece shed and purchase a shipping container and hire someone to deliver the over 100 pound container to the mailing point. Then Temu would determine if they approve the refund. I rejected their offer. I made many other fair an reasonable suggestions for a resolution. Temu not accepting any of them. It has been 4 months of almost daily text/e-mails. And temu would make ridiculous offers as well e-mails stating thingvi would except for resolution then e-mail stating it couldn't t be done. Then started the same type of emails all over again request the same photos and the same part numbers. I have the photos and the part numbers as well as the e-mails verifying what I have claimed.

  Business Response

  Date: 02/27/2025

  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 the order you mentioned has been refunded to your original payment channel on Feb 24. Once the refund has been successfully processed, please note that it may take 5-14 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,
  ******

• Initial Complaint

  Date:02/19/2025

  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 what was supposed to be a Pioneer. Amp for $305 from temu. The first one stopped working within 2 days. I got a replacement. This one stopped working within a month so I contacted temu for a warranty. They said because it had been over 90 days that they couldn't do anything to contact the manufacturer. I contacted the manufacturer *******. Said that teemu is not A. Authorized dealer and they looked up the product.Instead, it was a sound digital amp.Not pioneer. But on the actual casing of the amp itself it says pioneer the box said pioneer and pioneer will not warrant it because it's not one of their amps. Temu tried to give me a ten dollar credit for this $305 Amp. So not Only are they selling a product Under a false name they won't even give me a refund for Faulty product

  Business Response

  Date: 02/26/2025

  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 are willing to provide you a full refund for the item you purchased. Our customer service team reached out to you on February 26 regarding your preferred refund method. Please check your inbox for further details.

  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,
  *******

  Customer Answer

  Date: 02/27/2025

  [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:02/19/2025

  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.

  Around December 18, 2024, I ordered Two 20MPH foldable Electric Scooters in the amount of $****** each. The order was split into 2 packages for delivery. ***** delivered both packages on December 27, 2024 but only one came to my apartment #. The scooter I received had the tracking # ************, the scooter I did not receive has a tracking # ************. I called TEMU and ****** I made several complaints with TEMU and sent pictures to verify that ***** delivered one of the packages to the wrong apartment complex#, I even took a picture of the scooter tags that were on the box to show proof of the one I received. TEMU is still refusing to refund my money or resend the product. They did offer me $98.00 but I declined because that was a gift for my granddaughter, and as I stated before I payed $ ****** for each one, why wouldnt I get my full refund. It is now February and I still would like to have my product or my refund.

  Business Response

  Date: 02/27/2025

  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. According to our latest internal information, our customer service team has reached out to you via email on Feb 26 to offer a refund solution and has been following up on this issue. Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  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:02/19/2025

  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 went to order a weight bench online, from temu, an add popped up to spin the wheel for a discount, after spinning the wheel, I was told I get **************************************** the app, I downloaded the app and was told my item was sold out, I then placed another order for a recliner chair, again I was told to spin the wheel, again I "" won" 100 percent off if ordered through the app, that too was sold out. I would like to point out that the two items were still for sale on the ads and were available to purchase. This company is falsely advertising and should be made to stop. I would like my Free weight bench as promised on their website and if not,for them to stop these bogus claims.

  Business Response

  Date: 02/26/2025

  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 reach out to you for additional details, such as screenshots of the activity you mentioned, to help further investigate the issue on February 26. Please check your inbox for more information and feel free to respond if you have any other requests.

  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:02/19/2025

  Type:Billing 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 account was hacked and orders was placed using my temu credit. They only give me a price adjustment refund PO-211-***************** they used my two free items a month for my membership feb 1, 2025 (order date)PO-211-04996819891751849 total $22.51 feb ****** (order date) 3 items PO-211-***************** total $24.77 Feb 1, 2025 (order date) 4 items PO-211-***************** total $16.11 Feb 1, 2025 (order date) 1 item I so I contacted them and they responded back saying this nothing they can do. With that being said its OK for hackers to hack your account and they allow it

  Business Response

  Date: 02/26/2025

  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, after our investigation, we can confirm that we haven't detected any unusual / unauthorized charges in your account. Please check with your family if they placed the orders using your account or debit card. 
  
  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. 
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Feb 21. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

  Customer Answer

  Date: 02/26/2025

  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. 

  [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,

  *******

  Im not satisfied cause my account was hacked and used and they acting like its ok for people you don't know hack your account and use it to their benefits.This is not acceptable Cause if it was then everyone hackers are acceptable

   

  Business Response

  Date: 03/10/2025

  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 understand that the outcome may not be what you were hoping for, and we sincerely apologize for any disappointment this may cause.  After a thorough investigation of your account, we haven't detected any unusual / unauthorized charges in your account. 
  
  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,
  *****

  Customer Answer

  Date: 03/11/2025

  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. 

  [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,

  *******

  How can you detect a purchase by the person or someone not granted on the account to purchase yall id to make sure its the right person. So its ok a ****** or a AI to order something in your name and yall will say theres nothing wrong? Well im sorry but theres something seriously wrong

   

• Initial Complaint

  Date:02/19/2025

  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.

  On Feb 18, 2025 I was sent a text from Temu stating Please confirm your offer. Heres a discount Card to say thank you. Please confirm it ASAP app.temu.com/t/j4hkkYC. I replied to the text. I was offered free things, 50% off with no price quoted for the items. I ordered thinking I was getting free product as a thank you. At no time was I shown a price or given a total order amount. So I felt grateful and excited to receive the free product. However, when I checked my pay pal account, it showed I was charged $158.67. If I knew I was going to be charged I never would have ordered the product. I feel it is very deceptive advertising. What I would like is the opportunity to return the product for free with full refund for the product. ******* *******

  Business Response

  Date: 02/26/2025

  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 your orders were delivered to the correct address.

  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 ****************************************************************.

  Regarding the promotional activties you mentioned, we assure you that our programs are genuine and effective, and numerous users have already completed the tasks and received rewards for their efforts. Our customer service department will offer you a detailed explanation about this issue on Feb 26. 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:02/19/2025

  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 # PO-211-***************** I placed and order Jan 31 and received only 2 items from the order. The date is now Feb 19 and I still don't have the order. According to **** the order has went back and forth from ******* to ******, to now back to *******. I've contacted Temu numerous times and all I'm getting is false information. I requested that they contact **** (because they have direct contact with the carrier) to find out an exact date of when I will receive my order and they have failed to do so. I am running out of patience with Temu and need this issues resolved ASAP!

  Business Response

  Date: 02/26/2025

  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 Feb 24. Once the refund has been successfully processed, please note that it may take 5-14 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: 02/26/2025

  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. 

  [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,

  *******

   

   

• Initial Complaint

  Date:02/18/2025

  Type:Billing 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.

  The TEMU application promoted to me that I will get credited money to my account balance with ******************** if I make purchases from the app, which is something that I did and the credit balance is $18.30.However I tried to use my money in my account balance with ********************, but TEMU application is illegally blocking my access to my money in my credit account and they are refusing to work with me on giving me access to my money.I tried reaching out to TEMU customer service over the period of two weeks but no response on my issue.

  Business Response

  Date: 02/26/2025

  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 you have experienced when using Temu credit. According to our latest internal information, we are glad to inform you that you can now use Temu credit normally.
  
  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.
  
  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: 02/26/2025

  [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:02/18/2025

  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 placed an order for two bass guitars via their website, and they were supposed to have been delivered on February 15 2025 through Amazon Shipping . The delivery driver didnt knock or ring the doorbell or anything to notify me that the package was delivered so I could retrieve it. I live on the bottom floor of an apartment complex in a very crime ridden neighborhood and the package was stolen from my door. I immediately contacted Temu and the seller as is their policy, and I also filed a police report about the package being stolen from my apartment. Temu has a delivery guarantee policy or at least that is what it says on the website, but they are not honoring their policy. I was first told that it would take 48 hours for my refund to process and then I would have to wait for my bank to refund my money up to 10 days. Now that we have passed that 48 hours Temu is stating that they are going to need another 72hrs to investigate this matter with the seller who I had spoken to you this morning and agreed that it was indeed the couriers fault, and I was informed to apply for my refund. It seems like Im just getting the runaround over and over again and I paid $140.16 for the items that I did not receive due totheir couriers negligence. I really would appreciate it if I could get my refund in a timely manner.