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:02/03/2025

  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.

  I make large orders from Temu, sometimes Temu, uses UniUni for shipping purposes. One of my packages was lost on Jan-23-2025, upon searching the tracking system I found out the package was left on the bottom of stairways of our neighbor next to garbage disposable can, 2 feet from the street sometime late in the evening.I found out about the failed delivery next morning and was not able to find my package. Upon contacting the UniUni online services and emailing them I was able to get a response 5 days later.Not only ****** has failed to deliver my package to my address, there are refusing to take responsibilities and show some remorse for their mistake they are refusing to accommodate my lost.Then I contacted Temu and shared my experience with them, being a valuable customer they apologized and immediately issued reshipment of my order. However one of my main order was a leather suit, that were no longer available. I am impressed with Temus customer service as much as I am disgusted with ****** customer's services. This suit was ordered for a special person for a very important reason , my only other option of replacement of my order in timely manners are to purchasing this locally and the cost of it is between $700-800 I hold ****** responsible for mishandling of my package. I feel like ****** did a poor job in handling this problem and they are responsible to accommodate me and Temu in full.If this matter doesnt get resolved, I will be filling complaint with postal services of department of posts, as well as demanding Temu not to use ******* services for any of my future orders otherwise I will discontinue ordering from Them.

  Business Response

  Date: 02/12/2025

  Hello Arjang,

  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. We apologize for any inconvenience this may have caused.

  Upon checking, our customer service team has been working diligently with the relevant departments to thoroughly investigate and verify the matter. This comprehensive process requires some time to ensure that we provide you with accurate and reliable information. Our customer service department has been following up on this issue, and they will provide you with feedback on Feb 12. Please pay close attention to your inbox and await the resolution.

  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: 02/12/2025

  [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:02/03/2025

  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.

  On 12/16/24, I made Order #PO-211-09785404759593771 in the amount of $22.24, which shipped 12/20/24 and was to deliver between Dec 24-Jan 3.On 01/03/25, Temu issued a "$5.00 Credit for delay" per the "Delivery Guarantee". Several days later there still had been no updates to my **** tracking number and the "Delivery Guarantee" states "15-day no update refund - If your package has no tracking updates for over 15 days without being delivered, you can apply for a free reshipment or refund because the package may have been lost in transit. If you do end up receiving the package after applying, you can keep it for free without needing to return it.".As such, I requested a refund via chat on 01/07/25, but Temu repeatedly refused until after delivery on 01/11/25, at which point they stated the order needed to be returned for a refund, but that is untrue and contradictory to what the "Delivery Guarantee" states".On 01/12/25, I opened a case with ****** concerning my missing refund. Only then was Temu finally cooperative, saying they want to issue a refund but were unable to due to detecting a chargeback. Unfortunately, ****** denied the case claiming my missing refund did not match their "qualification for a billing dispute". I informed Temu of this and again requested a refund, but again they refused. On 01/24/25, I appealed the decision ****** made, which as of today (02/03/25) the case was denied again, but this time ****** stated, "This decision was made because a credit for this transaction has already posted to your account.". However, the credit ****** is referring to is the "$5.00 Credit for delay", which is separate from the "15-day no update refund" and is in addition to the credit for delay.That said, I'm again requesting the "15-day no update refund" in the amount of $22.24 per the "Delivery Guarantee" as there were no **** tracking updates from the time the shipping label was created on 12/20/24 until it was finally received by **** on 01/10/25.

  Business Response

  Date: 02/10/2025

  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.

  Thank you for your feedback, and we are sorry for any inconvenience this may have caused. We have checked the details you provided and are willing to refund the package as compensation. Our customer service department has been following up on this issue and will contact you with a detailed explanation on Feb 10. Please keep an eye on your inbox for further updates.

  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: 02/10/2025

  [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:02/03/2025

  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 am writing to formally express my dissatisfaction with the handling of my recent order issue, order number PO-211-*****************. I received the wrong package, and despite providing substantial evidenceincluding the shipping label, tracking information, barcode, and images of the incorrect itemsmy claim was unjustly denied due to the damaged state of the address portion of the label.While I understand the need for verification, the evidence I provided is more than sufficient to confirm that the package delivered to me was incorrect. It is unreasonable for TEMU to dismiss my claim solely because the address portion was damaged, especially when all other details, including tracking and package contents, clearly indicate the mistake.I have made multiple attempts to resolve this issue, but TEMU continues to deny my rightful refund. If this matter is not resolved promptly and a refund is not issued, I will have no choice but to dispute the charge with my bank.I urge you to reconsider my claim and process my refund immediately. Please respond promptly so we can resolve this matter amicably.

  Business Response

  Date: 02/10/2025

  Hello Crystal,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience. We have checked the order details you provided and can confirm that the correct items in your order 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 refund, as the items were shipped according to the order. We apologize for any disappointment this may cause, and we hope that you will consider shopping with us again in the future.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:02/02/2025

  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 recently purchased merchandise from Temu for the first time. I received items bent broken items, items missing bag busted with holes in it. I was supposed to pick out 5 items I did so and never received the free items. Also, I was suppose to receive 80% off my order I didnt receive that at all and I sent Temu a picture and Temu keep asking me for more evidence. Every time things is missing they may like they investigating but I never hear back about things missing bent etc. Temu false advertising things for people to receive upon purchase then customer never get their free items. I am done as a first time customer dealing with **********************.

  Business Response

  Date: 02/10/2025

  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.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. 
  
  Regarding the issue that you received bent broken items, we sincerely apologize for any frustration or disappointment you may be experiencing. To further investigate this matter, our dedicated customer support team has reached out to you on Jan 18 through email ticket ****************. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Additinally, we are sorry that you are experiencing difficulties with our promotional activities. We would like to assure you that all of our activities are genuine and effective, if you need detailed explanation of the specific activity that you participated in, our kind suggestion is to contact our customer service through ******************** and ********************** app live chat. They are empowered to provide a quick and thorough solution. Thanks for your 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,
  *******

• Initial Complaint

  Date:02/02/2025

  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.

  On January 27, 2025, I was sent a text message from Temu that I had free gifts. I opened the app on my phone and click on a spinning wheel. It told me to pick 2 free gifts. After I picked those gifts, it had me spin again and claim 2 more free gifts. When I went to process the order, it said I had to purchase over $50 worth of items to claim the 4 gifts. So I picked 2 items. 54-inch cat tree tower & portable solar cell phone charger which totaled $53.86. I then paid for the order with my ****** account. the 4 free gifts in the order are:1 - Set of 2 Sturdy PVC Garden Trellis Netting - Reliable Support for Vines, ***************** Simple Installation, Weatherproof, Climbing Garden Rope, Ideal for Spring 2- FIVE-Piece Hydroponic Seed Starter Kit - Easy-to-Use Indoor Gardening System for Growing Wheatgrass, Veggies, and Herbs - Perfect for Beginners and Small Spaces 3 - *****inch Cat Scratching Rope, Jute Rope For Cats, ****************************** Tree Replacement Furniture Protector 4 - 2-in-1 Cat Scratcher with ******************************************** and Lounge, ******************************** Ideal for Cats, Promotes Healthy Claws and Protects Furniture Currently the only free gift that is shipping is the first item, garden netting. Yesterday I asked about the other items and it was confirmed that they saw I ordered all 6 items. But I got some excuse about how I was supposed to go back and claim these free prize items on an events page over the next several days. I never received any notifications about these rules on my phone or in email. They are refusing to ship the items and claimed my prizes "expired". I chatted with 3 different representatives. No one could tell me when I got these notifications to claim the other prizes after the order was processed or why the first gift is processed. This is deceptive, bait and switch. Currently there is a Ticket# **************** from when I contacted **************** via Chat.

  Business Response

  Date: 02/11/2025

  Hello Ivee,

  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 provided a detailed explanation about the rules and rewards of the activity you participated in as well as a compensation plan on Feb 11. Please check your inbox for more details and 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 need further assistance, please message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

  Customer Answer

  Date: 02/11/2025

  
  
  Better Business Bureau:
  
  I have been communicating with **************** via my personal email almost daily. I was just getting generic responses and very frustrated. But finally, yesterday I received a response from ******* and she explained what happened and offered a credit so I could order the 3 items that were not sent at no additional charge. I really appreciate her response and want to recognize her going above and beyond. Leonitas 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:02/01/2025

  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.

  I made 2 purchases on 1/18/25 & 1 on 1/19/25 & both were shipped together with same tracking. On 1/30/25 I got the notification from TEMU that my orders were delivered and when I checked, there was nothing. It shows delivered by the carrier to front porch but I never received it. I contacted customer service and included my surveillance footage of 1.5 minutes from my security camaras showing **** vehicle pass my house and never stopped 6:47pm. I checked with neighbors and nobody had it. I tried filling an insurance claim but my post office told me this package was Parcel Select and no insurance was purchased by TEMU and all I can do is file a missing mail search. I been back and forth with TEMU and all my tickets are being denied & closed regardless of all the proof I provided including how they change my house number on shipping labels of previous packages from i16 that I provided to I16 which confuses for an L, especially with new mailman. TEMU won't admit their error, wont even help investigate with **** being that claims take 5-10 business days to resolve with carrier and my request is denied because they allegedly conclude their investigations within 24 hours!? They are not only violating my consumer rights but they also not adhering to the TEMU Purchase Protection Program that they lure us into buying with making us believe that Temu's Purchase Protection program offers full refunds if items do not arrive, arrive damaged, or do not matches the description. Not even paying for a Temu Circle Membership helps me with proper customer care. It seems that the more money I spend on this platform, the less they're willing to help. I've been missing items from packages, received damaged goods and sent incomplete merchandise and this company makes me jump through hoops to get help. After all the support to the app, countless hours participating in scam promotions and now these issues on top made me decide I won't be supporting this app any more, it's too distressing!

  Business Response

  Date: 02/09/2025

  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 package has been refunded to you. 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. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket ****************. 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: 02/09/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not completely satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  I confirm that a full refund was issued for both orders. However, the discrepancies on my shipping labels remain a mystery. **************** stated ********************** has no record of address change on their system. Another representative states Temu is actively investigating with the courrier. I have explained that not all carriers use the same address format. Some use our physical address, while others use our mailing.

  This is something Temu has to figure out before choosing a carrier for our orders being delivered to ***********, since we don't have an option to choose carrier at checkout. Temu would have to change the address input section and allow us to write both addresses, then Temu chooses which one to provide to carrier per their requirements.

  We are obligated to write a combination of both physical and mailing address in order to comply with all couriers requirements and I'm suspecting this is the true issue here because its long and contradicting. I will change my address format back to **** correct format to minimize these issues but how can I trust that my future orders arrive without these previous issues?

  Furthermore, why do we have to go through a third party to get our issues resolved? Temu has to do their due diligence and stop making customers go through hoops to get help. We consumers have rights and Temu has a Policy of Purchase Protection Program. You want to keep long term business relationships by handling issues as they arrive, instead of helping only with the first few orders then suddenly start being dismissive and unconcerned. The more money we spend on this platform, the harder it is to get help. Seems that as long as you have new users coming in, Temu stops caring about the older customers as if ********************** doesn't want to do business with us any longer?!

  
  Regards,

  ********

   

   

  Business Response

  Date: 02/17/2025

  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 sincerely regret that you have not received your package. We would like to assure you that we are actively working to optimize our shipping services to better accommodate these variations and prevent similar issues from occurring in the future. 
  
  In addition, please rest assured that we are committed to providing direct support to our customers and resolving issues efficiently. We value your business and want to maintain a long-term relationship with you.  Your feedback is essential in helping us achieve this.
  
  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:02/01/2025

  Type:Order 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.

  They repeatedly close my tickets to customer service and will do NOTHING to assist me in any way whatsoever with my missing package. I really want a reshipment but I would take a refund. Please help.

  Business Response

  Date: 02/11/2025

  Hello Autumn,
  
  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 refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on Jan 24.
  
  Our customer service department has also offered you an explanation through an email ticket on Feb 9. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. 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: 02/13/2025

  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.]
  

  This package was claimed delivered to my mailbox, it was never delivered. And now youre saying something about people having signed or paid for it to be delivered? Please tell me this is a joke  

  
  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,

  Autumn

   

   

  Business Response

  Date: 02/25/2025

  Hello Autumn,
  
  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 now confirm that the order has been refunded to your Credit balance on Feb 22. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. 
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on Feb 22. 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: 02/27/2025

  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. 
  

  REJECTED: Temu did not provide a full refund only a partial and per their shipping guarantee they owe me a $5.00 credit for non-delivery. They attempted a coupon but I am not interested in a coupon. 

  [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,

  Autumn

   

   

• Initial Complaint

  Date:02/01/2025

  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.

  Bought an inflatable bubble house on Temu. Change mind, return item after arrived. Did not open or use item. Return in original package unopened. Merchant only gave partial refund claiming item was damaged. Open claim with Temu, merchant denied claim. Also reach out to Temu, they did not resolve problem. Instead took merchant side. I paid $413.33 for the item. They kept the item and my $223.29. Refused the rest of my refund and closed my case.

  Business Response

  Date: 02/10/2025

  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.
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have double-checked with the merchant and confirm that the returned items were damaged, causing a partial refund.

  Furthermore, we found that you have initiated a dispute on the order, therefore your payment has been stopped by your payment channel. As a result, we are unable to process any after-sale matters at this time. Please wait patiently for the outcome of the dispute, as the processing of the dispute depends on your payment channel. We recommend that you keep track of the bank's refund status, as it may take some time for them to process it. We appreciate your patience during this process. If your chargeback has been unsuccessful, you can still apply for after-sales service on our company.

  To protect your data privacy, please message us through Temu.com or Temu app live chat if you need further assistance or more detailed explanation regarding this issue.

  Best wishes,
  ******

• Initial Complaint

  Date:02/01/2025

  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 ordered items from Temu several weeks ago I go to check the delivery and it saying Delivery failed will not give me the reason and I cant get in touch with no one from Temu or the delivery company

  Business Response

  Date: 02/10/2025

  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.

  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 the correct items were delivered to the correct address on Feb 2.

  You can track the shipping status and see the 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 (********************************************************************************).

  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:02/01/2025

  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.

  Dear BBB,I am writing to file a complaint against Temu regarding a washing machine I purchased from them for $160. On November 8, 2024, I bought this washing machine, but it turned out to be a significant problem.On November 18, 2024, the washing machine malfunctioned and caused a devastating flood in my apartment, as well as in the apartment of my neighbor downstairs. This unfortunate incident resulted in substantial damage to both units, with my apartment incurring an estimated cost of $2500.I provided Temu with an invoice detailing the costs of repairing the damages, as well as pictures and videos documenting the extent of the damage. However, they expressed concerns about the wording of the invoice, which I understand. Despite their acknowledgment of the damages, their response has been unsatisfactory. They indicated they were working on my settlement agreement but only offered me a $20 Temu credit as compensation for the significant losses I incurred due to their defective product.I find this offer to be unacceptable given the severity of the situation and the substantial financial loss I am facing. I have communicated my concerns to Temu, but they remain unwilling to provide a more suitable resolution.I believe that Temu should take full responsibility for their defective product and offer a fair and reasonable settlement that reflects the seriousness of the damages. I would appreciate it if you could look into this matter and assist in mediating a more satisfactory outcome.Thank you for your attention to this issue. I hope my complaint will encourage Temu to improve their products and customer service practices.

  Business Response

  Date: 02/09/2025

  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. After a thorough internal review, we have found that the documentation you provided appears to refer to a bathtub leak repair, not a washing machine leak as you reported.
  
  To further assist you with this matter, we kindly request that you provide us with clear and comprehensive documentation, including the washing machine's fault diagnosis report, along with relevant repair certificates and receipts for related expenses. Our customer service department has also mentioned it through email ticket ****************. Once we receive this, we will immediately launch a further investigation. Thank you for your cooperation.
  
  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,
  *******