Consumer trust in online shopping has taken a serious hit as dozens of undelivered Temu packages were reportedly discovered opened and abandoned at the Sri Lankan headquarters of CPEX Lanka, the delivery service partner for the global e-commerce platform.
Footage and eyewitness accounts circulating on social media show piles of parcels, many of them damaged or tampered with, lying unattended. Customers who visited the premises in search of answers say no representatives were available to address their complaints or take responsibility for the goods.
This incident has reignited concerns over Temu’s delivery reliability in Sri Lanka. Over the past several months, buyers have repeatedly voiced frustrations about missing deliveries, long delays, and poor customer support. For many, this latest development is the final straw. A growing number of consumers have now begun avoiding Temu entirely, citing a lack of confidence in the platform’s ability to ensure safe and timely delivery of their orders.
Several victims have taken to online forums to express their anger. “We work hard for our money. These platforms must ensure our orders reach us. This isn’t just bad service — it feels like theft,” one customer commented.
With cross-border e-commerce growing in Sri Lanka, the lack of oversight on third-party delivery services is under increased scrutiny. Legal experts say that under local consumer protection laws, buyers have the right to seek redress from both the platform and its logistics partners when orders are lost, damaged, or undelivered.
Calls are now growing for the Consumer Affairs Authority (CAA) to step in and investigate. Experts recommend that affected consumers file formal complaints with the CAA and, where necessary, consider legal action to claim damages. Legal professionals emphasize that this situation demands more than just compensation — it calls for accountability and enforceable consequences. If a delivery partner repeatedly fails to fulfill its obligations, there should be clear penalties in place, including the possibility of suspension from operating.
As the Temu-CPEX controversy unfolds, the message from Sri Lankan consumers is clear: trust is not optional — it’s everything. And once it’s broken, no discount or flash sale can win it back.
