Temu continues to attract criticism! UFC-Que Choisir and 16 other European consumer associations are filing a complaint against the Chinese giant, accusing it of manipulating its customers and not respecting the DSA.
With an ultra-aggressive marketing policy and unbeatable prices, Temu (pronounced “ti-mou”) has managed to conquer the Western market without much difficulty. The company has managed to bring together no less than 75 million monthly users on the Old Continent. But such success is necessarily accompanied by constraints. Also, it will be considered by the European Union as a very large online platform – a minimum of 45 million users on the European market is required to be named – and will therefore be obliged to submit to the famous Digital Services Act (DS), under penalty of being fined 6% of its global turnover.
And suffice to say that it looks bad! Despite its dazzling success, the e-commerce platform has attracted strong criticism, and not only at the competitive level. Indeed, customers are increasing the number of bad returns, complaining of errors in orders – some are simply never delivered! –, extremely long delivery times, hidden costs and completely poor after-sales service. Not to mention that the e-commerce platform is accused of being a vacuum cleaner of personal data and of selling counterfeits or dangerous products.
Also, the European Consumer Unions Bureau (BEUC), bringing together some seventeen European consumer associations, including UFC-Que Choisir, announced this Thursday, May 16, that it had filed a complaint against the Chinese online commerce platform, as he announces it in a statement. He accuses him of manipulating Internet users and violating several provisions of the DSA. Each association has also contacted the authorized national authorities. In France, UFC-Que Choisir filed a complaint with ARCOM.
Complaints against Temu: numerous breaches of the DSA
According to Monique Goyens, the general director of BEUC, “the e-commerce platform is full of manipulative techniques designed to push consumers to spend more”. First of all, the associations accuse Temu of not providing sufficient traceability of professionals who sell products on the platform. Indeed, according to the regulations, customers must have the possibility of contacting the seller in the event of a problem, with a view to replacement, repairs or a refund. Gold, “this lack of traceability prevents them from making an informed purchasing decision or knowing whether a product complies with safety standards”denounces Monique Goyens.
The associations also criticize Temu for his lack of transparency. Indeed, the platform does not provide enough explanations on how its recommendation systems and its selection criteria for displaying individual products work. Temu only does this in a very rudimentary way, which does not meet the standards. The question of the protection of minors also poses a problem, in particular because of the absence of an age verification system to limit access to the platform to the youngest.
Finally, Temu is accused of manipulation. According to the associations, the company uses dark patterns, in particular with the use of false time counters or by creating an alleged limited stock to generate a feeling of urgency. “Consumers are offered several more expensive versions when they click on a specific product and face an obstacle course when they want to close their account”further denounces Monique Goyens.
“Temu infringes the EU Digital Services Regulation and must now be investigated by the authorities”concludes BEUC. “We expect the European Commission to act quickly and force Temu to comply with its new obligations”he explains, estimating that users “cannot afford to wait years for decisions”.