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:07/29/2023

  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 ordered products from this website and they shipped my order in two packages.. very suspicious. I received the first package and it was only like 4 of the 20 something items I purchased. I used a credit I recevied for returning items so it should be a cash equivalent credit is what I am told and could be applied as cash so should be refunded as well because a majority of my order was not sent or delivered. They will not provide any proof that my order was delivered and I have never heard of this company ******** Shipping. I believe this chinese company is defrauding people by sending partial parts of their order and saying that the other part was not delivered and denying a refund. I am not sure why this is being allowed to happen. I am sure I am not the only one who has experienced this exact same situation and I believe it deserves an investigation as well so I will be filing a report with the *** as well. They even had a message we are confirming your package got delivered after the tracking said it was delivered so I am like okay they are on the same page this package was never delivered. Then they text me two days after it was supposedly delivered and say it was delivered. At that point all I could do was submit a ticket no number to call and even the chat. They just closed my case did not even respond to any of my concerns. Like literally this company should not operate or even be allowed on the app store. I am disputing this through Klarna and my chase ******** reserve already and I would like the refund processed by you to make it easier and I would also like mty $36.09 in cash equilvalent credits to be added back to my account. This was money from a return and also money you credited me because of another issue.

  Business Response

  Date: 08/05/2023

  Hello *******,
  
  I am Candy **** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for 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,
  Candy

• Initial Complaint

  Date:07/29/2023

  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.

  I purchased off temu.** total value of 96 credit on the 10th July the parcel never arrived and they are refusing to do anything about it and directed me to the delivery company. I've tried several times to show them what I've been told by the delivery company and they refuse to either refund or reship.

  Business Response

  Date: 08/05/2023

  Hello *****,
  
  I am Candy **** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-210-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Jul 15, 2023 11:37 am BST. 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,
  Candy

  Customer Answer

  Date: 08/05/2023

  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. 

  I have provided proof that the delivery company didn't deliver to myself and they have advised the company get a refund from them. I didn't receive my items and am therefore unhappy with the business response.
  
  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,

  Abbie

   

   

  Business Response

  Date: 08/14/2023

  Hello *****,
  
  I am Candy **** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-210-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Jul 15, 2023 11:37 am BST. 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,
  Candy

  Customer Answer

  Date: 08/15/2023

  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. 

  I have also provided proof it wasn't ever delivered to me and the delivery company have instructed temu to get in touch with there claims department to get there money back.
  
  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,

  Abbie

   

   

• Initial Complaint

  Date:07/28/2023

  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 # po-211-***************-45 ordered on July 14th. Temu contacted me and said package was lost by carrier on July 28. They credited me $71.95. I then reordered the same exact items and was charged $74.07 po-211-*****************. I contacted customer support and asked them shouldn't I be charged same amount as the original since your carrier losing the package is not my fault and *** I have to wait a minimum of another q weeks for the items which is an inconvenience to me. Customer support said no and maybe the carrier will find the package someday. I want the difference of $2.07 refunded and temu has lost me as a customer who ordered at least weekly from them all over them not wanting to rectify a $2.12 issue that they created. I work on principal and am done with temu especially with all the time I lost chatting with support and now having to contact *** and the time it took me to leave reviews so others can be warned. This is time I will never get back.

  Business Response

  Date: 08/05/2023

  Hello ******,
  
  I am Candy **** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have checked the details you provided and can confirm that our customer service department has emailed you and offered you an explanation and a compensation plan. 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,
  Candy

• Initial Complaint

  Date:07/28/2023

  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.

  I bought 2 items from temu *** and I called them to return them they told me to keep it and we refund you and credit your am. exp. card .but they charged me 3 times for the 2 wrong items that they sent me they charged me on 6/22/23 29.11dollars and $15.99 and $19.99 I called **** to credit my account but they failed to credit my account I am asking for full investigation .

  Business Response

  Date: 08/05/2023

  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 your order PO-211-*****************-D01 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. 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.
  
  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

• Initial Complaint

  Date:07/28/2023

  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.

  I called cause I did i not receive my order was inform several times they were refunding me never happen now receiving emails about contact shipper they are not who I order from and I got no answer from shipping they are not trustworthy

  Business Response

  Date: 08/05/2023

  Hello P Lartdale,
  
  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 your order PO-211-***************** has been fully 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

• Initial Complaint

  Date:07/28/2023

  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 date 5/15/23 requested a return label 6/27 return was for 260-270$ 6/10/23 is the date label will expire if not scanned by carrier even though the policy states if items were shipped out after they will still refund you once items are received Dropped package on 6/09 I never received a refund and Temu claims the tracking label expired because it was not shipped out in time When i try to pull up the label I receive an error I then received a fraud text message for a package delivered with an entirely different tracking number and location but shipped On 06/10 and when I try to open the page it says error After researching the company it has been said this is common issue I believe that Temu did receive my package and that they hid the tracking number or made a new one so that it is unable to track and they will not return my money I tried to get my money back and file a claim against them but they continuously lie and say I have the merchandise when I dont

  Business Response

  Date: 08/04/2023

  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 deeply apologize for any inconvenience caused. We have checked your order details and you have initiated a dispute for your order PO-211-*****************, therefore your payment has been stopped by your payment channel. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on PayPal or your payment channel.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  Candy

• Initial Complaint

  Date:07/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have placed an order on july 15th on temu app (order number: PO-037-*****************), Intially it said that order is being delayed and on july26th, the status changed to delivered but no order was received. The application says to contact customer support for assistance to get refund for package not received but when I have contacted the customer support, the person said they can't do anything and can't provide a refund. I have spent around 40$ but the temu did not assist at all. Please I request you to investigate on it. Thank you!

  Business Response

  Date: 08/04/2023

  Hello *******,
  
  I am Candy **** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-037-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Jul 26, 2023 10:23 am EDT. 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,
  Candy

  Customer Answer

  Date: 08/04/2023

  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. 

  I have checked the package outside and everywhere in neighborhood and couldn't find it, I have paid 40$ for the order, I have contacted temu about this couple of times but they have closed the ticket with a bot response, nobody heard about the complaint, it's mentally stressing me out that my package is not delivered and temu is saying they can't reship or refund. I would appreciate a refund for my order or temu to provide a proof of delivery, Temu is trying to hide their mistakes and looting the money without even caring about my money.
  
  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,

  Agarwal

   

   

  Business Response

  Date: 08/14/2023

  Hello *******,
  
  I am Candy **** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-037-***************** - CanadaPost (****************). We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Jul 26, 2023 10:23 am EDT. 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,
  Candy

  Customer Answer

  Date: 08/15/2023

  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. 

  I have already checked everywhere but I couldn't find the order, if I was able to find the order I won't have contacted customer support but nobody is helping at all, I trusted Temu and spend $40 for my package and it was not delivered to me at all, it's already been a month and Temu is still saying to look around the neighborhood. I would appreciate a refund for my order. 
  
  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,

  Agarwal

   

   

  Business Response

  Date: 08/29/2023

  The status of this complaint is BBB considers this complaint unresolved. In this case, this person ************ has applied refund for too many times on our platform for the reason package delivered but not received. We can confirm that the parcel (PO-037-14094757724751477 - CanadaPost (****************)) has been sent to the correct address. As a result, we can not satisfy this person's refund request based on our principle of fairness. Also, we have attached a screenshot proving this parcel has been delivered to the correct address from the official website of *********** when we replied to this person. Here's the screenshot we provided:

• Initial Complaint

  Date:07/27/2023

  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.

  WHERE IS MY REFUND!!!! The order number is PO-211-***************** and the ticket number is 1690322383211051.I am writing to express my frustration with Temu after placing an order for a product that I never received, and their refusal to issue a refund. I ordered the product in July and was expecting it to be delivered by early july. However, the package never arrived, and Temu instructed me to wait but never contacted me back or filed a claim with the delivery company to investigate the issue.Fast Forward, and I have been diligently calling Temu's customer support almost daily, seeking updates on my refund. Despite their promises to refund, there has been no progress, and they only provide me with generic ticket numbers. The lack of communication and resolution from Temu has left me deeply disappointed.I understand that issues can arise during shipping, but the tracking information clearly indicates that the package was not delivered. Temu's failure to take prompt action and issue a refund is unacceptable. As a loyal customer, I believe they should prioritize resolving this matter and providing me with the appropriate compensation.I look forward to receiving an update on the progress of my refund or any other steps taken to address this situation. I am willing to provide any additional information or documentation necessary to expedite the process. Thank you for your attention to this matter, and I hope to hear from you soon. I hope this serves as a catalyst for positive action and resolution from Temu.

  Business Response

  Date: 08/04/2023

  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 your order PO-211-***************** has been fully 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

• Initial Complaint

  Date:07/27/2023

  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 placed an order worth $133..48 with Temu and I have not received the package. They tell me they have delivered. I asked them for proof of delivery but they have none. This is the second time that it has happened. I received all my packages at the address but this is the second time TEMU has done this scam. PO# ***-00191234826832461. Now they are refusing to help find the package neither are they sending me a replacement nor are they refunding the amount.

  Business Response

  Date: 08/04/2023

  Hello ******,
  
  I am Candy **** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  We understand your concern and apologize for any inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order PO-037-*****************. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Jul 25, 2023 11:59 am PDT. 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,
  Candy

• Initial Complaint

  Date:07/27/2023

  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 placed an order July 12, 2023. Paid $69.50 confirmed payment was made to TEMU. Ive looked at the site saw my order processed. Ive order many times without a problem. I have not downloaded the app until this order. The app used an old gmail email. My address is the same. This was the only difference in all other orders. I notified TEMU. I saw the order my orders as being processed until I filed the complaint with them today. Suddenly they cant find the order and now I dont see it. Quite disturbing. Text with 2 different staff. I mentioned filing complaint with BBB. The offered to transfer to another and that was it with apology.

  Business Response

  Date: 08/04/2023

  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. Most packages arrive between **** business days. Please allow me to brief you of the current status of your order:
  
  PO-211-08243876086352591 - LaserShip - 1LSCZM30024JCNF - Delivered Carrier has provided a confirmation of delivery photo on their website - Jul 29, 2023 6:34 pm EDT
  
  You can track your shipping status and see your expected delivery date directly in the Temu app or on Temu.com. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive a $5 credit (for standard shipping) or $13 credit (for express shipping) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************).
  
  Regarding your account issue, we have checked the details you provided and can confirm that our customer service department has emailed you and offered you an explanation and a resolution. Please check your inbox and reply directly to the email. 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