Editor’s note: This story was updated to include comment from a Temu spokesperson.
(WGN Radio/NEXSTAR) – If you watched the Super Bowl, you’ve probably noticed a few ads for Temu. But what is it?
The e-commerce site offers products for incredibly low prices, but experts have warned that you should use caution when placing an order.
While Temu has a U.S. headquarters, it’s a “sister company” of the massive Chinese firm Pinduoduo, reports Time.
You can shop on Temu’s site or download the app, where you can also earn credits by playing games or inviting people to join. About 50 million consumers have downloaded the app, said President and CEO of the Better Business Bureau of Chicago and Northern Illinois Steve Bernas.
Temu hasn’t just racked up downloads – it has also earned a C+ rating from the Better Business Bureau and more than 1,700 complaints lodged against it.
Some people complain they got something in the wrong size, then weren’t able to get an exchange. Another complains the package they received was torn and the goods inside were all damaged.
“I placed an order with Temu for several items. I received duplicate items for some; didn’t receive another item I ordered (a tiered tray) and received only 1 piece of a 2 piece set,” reads on complaint with the BBB. “I tried contacting customer service. There is no phone # and ‘chatting’ has proved futile as there is an obvious language barrier. It’s so frustrating!”
“Company advertised a $1 promo for a $20 product and then deleted that item from the cart and left the others,” reads another complaint. “After I told them, they made up many excuses and after I followed their instructions and proved all their excuses as lies, they just said they wouldn’t give me it for no reason.”
Others complain the cheap prices are explained by poor quality items.
“We’re warning that many of these deals are really too good to be true,” said Bernas. “The problems are the products, concerns in privacy and identity theft issues. … You may want to seriously take a second look at whether you want this app or not.”
Temu told Nexstar it’s working with the Better Business Bureau to address customer complaints. A spokesperson pointed out the company has a 90-day return policy, and customer service is always reachable by live chat.
A June congressional report also unloaded a blistering critique of Temu another Chinese fashion retailer, Shein. Temu actually sued Shein this year, accusing its rival of violating U.S. antitrust law by preventing garment makers from working with it.
Lawmakers have also been trying to crack down on a century-old trade rule — known as de minimis — that benefits both Shein and Temu. Under the provision, imported packages valued under $800 receive tax exemptions and less oversight from U.S. customs.
Temu told Nexstar its success “isn’t dependent on the de minimis policy.”
“We are open to and supportive of any policy adjustments made by legislators that align with consumer interests. We believe that as long as these policies are fair, they won’t influence the outcomes of competitive business dynamics,” the company said in a statement.