How to file a complaint and get quick results from Temu
How to complain to Temu and get real results
We’ll help you file a complaint with Temu and push for a real response.
How to submit a complaint with Temu
Submit a Complaint with Temu – Get Started Now
Live Chat (Fastest):
For instant help, sign into your Temu account (app or Temu.com) and use the 24/7 Live Chat. On the app, navigate via “You” > Support > select your order/issue > “Chat Now” for immediate assistance.
Online Help Center:
Visit the Temu Help Center online. Scroll down, click “Contact Us”, and submit your request (ensure you’re logged in for faster handling).
Email:
Send detailed emails to help@temu.com or contact-us@emea.temu.com. Provide your order number, account email, and issue specifics clearly, but expect a slower response compared to chat.
Phone (Limited):
Temu has no Australia-specific phone line. International customer service at +33 2 41 74 78 90 (8am–1am CET) exists, but charges may apply, and a response isn't guaranteed for Australian customers.
No Physical Stores:
Temu operates exclusively online. All complaints must be lodged through digital channels (app, website, email, or social media).
Acknowledgment:
Temu responds to Live Chat complaints within minutes and emails or form submissions within 24–48 hours, assigning you a ticket number.
Assigned Support Agent:
A customer service agent will review your issue, often resolving simple complaints (refunds, returns, order issues) during your initial contact. Complex complaints (lost packages, account issues) typically require 1–2 days for investigation.
Resolution Timelines:
- Simple Issues: Immediate resolution via live chat.
- Complex Issues: Usually 1–2 days, but longer during high-volume periods.
Follow-up Contact:
Temu contacts you via your original channel (app or email), providing resolution updates, refund confirmations, or instructions.
Escalation Internally:
Unresolved issues get escalated to supervisors. Temu prioritises customer satisfaction but recommends polite persistence and comprehensive communication.
Common complaints against Temu
Delayed or Missing Deliveries:
Common issues involve late or never-arriving packages. Temu policy guarantees full refunds or credits if deliveries exceed promised timeframes.
Product Quality & “Not as Described”:
Complaints frequently note items arriving damaged or inferior quality compared to product descriptions. Temu’s Purchase Protection covers returns or refunds for such issues.
Refund and Return Difficulties:
Some customers report partial refunds or slow processing. Temu refunds usually appear within 5–14 business days. Always follow return procedures carefully and keep evidence.
Customer Service Responsiveness:
Users cite challenges contacting human agents, repeated automated responses, and multiple attempts needed for issue resolution.
Account and Payment Issues:
Less common complaints include charges without confirmed orders or account access issues. Temu support helps with account resets and verification.
Got an issue with Temu? Send your complaint instantly!
Real Temu complaints and how they were resolved
Late Package & Full Refund: A Sydney customer had an order marked delivered but not received. After contacting Temu via chat, they promptly investigated and refunded fully under Purchase Protection within days.
Defective Product Resolved: One customer initially received a partial refund offer for a damaged item. After escalating with documented evidence (photos), Temu provided a full refund and allowed the customer to keep the defective item.
Delayed Refund Inquiry: A cancelled order refund was delayed beyond two weeks. Temu confirmed refund issuance, advising delays may occur due to bank processing times. The refund appeared shortly afterward.
Ask for a Higher Authority:
Request escalation to supervisors or case managers if frontline support isn't sufficient. Always reference your original ticket number.
Social Media:
Contact Temu via their official Facebook or Twitter accounts if direct channels stall. Ensure confidentiality by avoiding public posting of sensitive details.
Keep Records:
Maintain detailed records (chat transcripts, emails, receipts, photos). These will be essential if you seek external regulatory help.
Australian Consumer Law (ACL):
Temu must adhere to ACL. If your rights aren't honored, you can escalate externally.
ACCC & State Consumer Agencies:
Lodge unresolved disputes with your state agency (NSW Fair Trading, Consumer Affairs Victoria, etc.). These agencies mediate and guide consumers in disputes with businesses like Temu.
Australian Competition & Consumer Commission (ACCC):
Report issues through the ACCC’s website. While individual complaints aren't resolved, collective reporting can trigger investigations.
E-Commerce Ombudsman:
No dedicated retail ombudsman exists in Australia. State consumer agencies and the ACCC serve as primary channels.
Product Safety Issues:
Report unsafe products to the ACCC’s Product Safety division for further action.
- Temu Support Center – Submit complaints and view FAQs.
- Live Chat Support – Instant support via app or website.
- Email Contacts: help@temu.com or contact-us@emea.temu.com.
- Temu Order Issues FAQ – How-to guide for order complaints.
- Temu Return & Refund Policy – Guidelines for returns and refund timings.
- ACCC Consumer Complaint Form – Report unresolved issues.
- NSW Fair Trading – Lodge Complaint – File a consumer complaint.
- Social Media: Temu Facebook AU / Temu Twitter (X)
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