TEMU might be fine if you never need to contact customer service, but if you do, good luck—it's virtually impossible. Their AI system struggles to understand even basic queries, and while it eventually asks if you’d like to start a live chat, the process is anything but smooth.
If you say yes, you’re routed to a list of predefined options for your issue. Unfortunately, there’s no "other problem" option, so you’re forced to choose a category that doesn’t match your situation (as in my case). After that, you’re asked to describe your problem and hit "Submit," but then... nothing happens.
I spent an infuriating 1.5 hours stuck in a frustrating loop with their AI, unable to reach a real person or get any meaningful assistance. I ultimately gave up, concluding that either live agents are nonexistent or they’re completely overwhelmed with customer service issues.
Despite this, I decided to place my order, though applying my credit—which was the reason for contacting customer service—proved impossible. The system claimed the credit would be applied automatically, but the pro forma invoice suggested otherwise. After wasting all that time, I took them at their word—foolishly, as it turns out. The credit wasn’t applied, and they refused to fix it after the order was placed.
It seems that credits on TEMU are essentially useless, as there’s no reliable way to apply them or get help if something goes wrong. Even if TEMU offers compensation, it feels pointless if credits cannot be used.
Their response to my complaint included a link for "further discussion," but it just led back to the same dysfunctional AI chatbot. Apologies are meaningless without real solutions, and nothing has changed. I refuse to waste any more time with their system, which has set a new low for customer service standards.