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Business Profile

Online Retailer

SHEIN

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 3,568 total complaints in the last 3 years.
  • 2,220 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/14/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My package was shipped by ******* and delivered to a wrong address. I have sent both SHEIN and uni uni photos, videos of my apartment to show that uni uni delivered to the wrong address but SHEIN customer service team keeps telling me they cant do anything because the courier uniuni said it was delivered so they cant do anything. Funny thing is every other thing bought in that order shipped by other courier was received and the delivery proof they uploaded buttresses my claim. I am surrounded by apartment complexes so o dont even know where to start asking. Uniuni on their own has been unresponsive to me. Attached is the screenshot of their delivery proof showing a parcel locker. I attached photos of our mailbox area, we dont have parcel lockers we have just the **** mailbox which only **** has access to and you can also see the walls in the delivery in their proof of delivery is white our mailbox area is painted blue

    Business Response

    Date: 06/17/2025

    Dear customer! We have successfully submitted a refund request to you.

    Our company usually completes refunds within 24 hours, but the time it takes for you to finally receive your refund depends on the efficiency of the channel and bank processing. It will take about 2-5 business days for the refund to reach your original payment path, so please pay attention to this and thank you for your understanding and support!

    If you have any questions, please ask us or contact your bank.
    Thank you for shopping at SHEIN!

    Customer Answer

    Date: 06/17/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******** *****

  • Initial Complaint

    Date:06/12/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, My name is Ms. ****** and I am filing a complaint against SHEIN, they've used a logistics company named ************* in which I've had issues with them in the past due to their inability to deliver my packages correctly in which it resulted my packages being stolen. SHEIN is aware of this and simply does not care about my purchases and my packages being handled incorrectly in a unprofessional manner. I would like an apology and my full refund from SHEIN also better logistic service. Thank you for you're time and consideration!

    Business Response

    Date: 06/17/2025

    Hello, first of all, let us sincerely apologize that you encountered some issues when ordering from us. This is not the experience we want our customers to have!

    After checking, you have already clicked "Confirm Received".
    Does this mean that you have received this package?

    Customer Answer

    Date: 06/18/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    In conclusion, I did receive my package from a neighbor. The driver still needs to be accountable for leaving my package at a different location other than my front door. 

    Sincerely,

    ******* ******

  • Initial Complaint

    Date:06/12/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ACI07105100000015100011968460. Package was left to wrong address. My door is dark brown and blue floor. I didnt receive my package. I have contacted shein but they still insist that the package was delivered and refuse to refund me for my order.I have attached the previous photo proof and you can clearly see that this package was not delivered to my address. My door is dark brown with blue floor. The package was left on a grey floor.

    Business Response

    Date: 06/17/2025

    Dear customer, we have successfully submitted a refund application for you. The refund time is 2-5 working days.
    Normally, our company will complete the refund within 24 hours, but the time you finally receive the refund depends on the channel and the bank's processing efficiency. Please wait patiently.
    If you have any questions, please consult us or contact the bank.
    Thank you for shopping at SHEIN!

    Customer Answer

    Date: 06/18/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** K

  • Initial Complaint

    Date:06/11/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    June 3, 2025, I place an order with shein for a 6 foot folding table and 10 folding chairs. On June 7th they stated that the chairs had been delivered. When I reached out, June 11th they sent me a picture of a small box on someone else's porch stating that my package was delivered. Again I ordered 10 adult folding chairs. A few hours after contacting them, I get a message at 10:08pm stating the table had been shipped. At 10:09 i get a message the table had been delivered. I reached out to them again. They told me that the logistics state the package was delivered. I was forced to take a refund for the table. Chairs have not been resolved. I would have preferred to recieve the items I ordered. I feel as if bigger items are scams.

    Business Response

    Date: 06/18/2025

    Hello,
    We are sorry for the inconvenience. We have verified the delivery of your package again. It has indeed been sent from the warehouse as required and marked as delivered by the logistics provider. We will conduct an in-depth tracking review of the package based on the information you provided. Please wait 24 hours.
    At SHEIN, our top priority is to provide a smooth shopping experience for all customers. We are committed to ensuring that any problems are resolved smoothly. Thank you for your patience and understanding.
    SHEIN

    Customer Answer

    Date: 06/18/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** *********

  • Initial Complaint

    Date:06/06/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Good morning I have a shein order GSU12D16S00000T was to be delivered from June 3rd was delivered on the 4th I live in ******* in was sent to ** I reached out to customer service multiple times they have been very dismissive and that I should get to **** when they knew the did something wrong after getting to **** only to find out the package was not even address to me so they can't do anything and the address I have in my order *********************************************************** was not even on the shipped parcel.I need a reshipment or a refund.

    Business Response

    Date: 06/10/2025

    Dear customer! We have successfully submitted a refund request to you.

    Our company usually completes refunds within 24 hours, but the time it takes for you to finally receive your refund depends on the efficiency of the channel and the processing of your bank. It will take about 7-14 business days for the refund to reach your original payment path, so please pay attention to this and thank you for your understanding and support!

    If you have any questions, please ask us or contact your bank.
    Thank you for shopping at SHEIN!

    Customer Answer

    Date: 06/11/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** ********

  • Initial Complaint

    Date:06/05/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed on online ********* never received the items nor did I ever receive a refund

    Business Response

    Date: 06/10/2025

    Dear customer, we have successfully submitted a refund application for you. The refund time is 2-10 working days.
    Normally, our company will complete the refund within 24 hours, but the time you finally receive the refund depends on the processing efficiency of the channel and the bank. Please wait patiently.
    If you have any questions, please consult us or contact the bank.
    Thank you for shopping at SHEIN!

  • Initial Complaint

    Date:06/05/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    SHEIN refunded my returns to my card when I specifically chose my wallet. The reason is because the credit card I used had been cancelled. Now I dont have my refund and SHEIN lost business because all the money back to my wallet I was going to use it for more purchases. This is not the first time this happens. I will no longer be using SHEIN and I will tell everyone I know not to use it. I lost over $80 and the only thing SHEIN has offered was an apology.. I also wasted money at the post office buying boxes for my returns. I will tell everyone to shop from a more trusted company instead. I bought a ton of SHEIN in the past and always had a bad experience. I am considering suing SHEIN and to cancel the payment on all items even the ones received.

    Business Response

    Date: 06/10/2025

    Hello,
    Thank you for your message.
    After verification, we have successfully refunded to your payment account.
    The refund time is 2-5 working days.
    We recommend that you contact your bank for refund details.
    Thank you for your understanding.
    SHEIN

    Customer Answer

    Date: 06/10/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    Zee *******

  • Initial Complaint

    Date:06/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My package was delivered to someone else I need my money back or I need package

    Business Response

    Date: 06/10/2025

    Hello,
    Thank you very much for contacting us. According to the logistics track, your package has been successfully delivered.
    In order to assist you more effectively, we need more detailed information to further handle your case. The following are some types of evidence that can help us better verify the details of the package:

    1. Mail from the logistics provider confirming the lost package
    2. Proof of wrong address
    3. Proof of false signature
    4. Proof of abnormal signing time
    5. Video footage of the surveillance camera at the door when signing

    Please try to provide one or more of the above types of evidence according to your situation. This will speed up our understanding of your situation and the verification process.
    Thank you very much for your cooperation and understanding!
    SHEIN

  • Initial Complaint

    Date:06/04/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, I ordered a SHEIN package to be delivered to me and since then, the update is returned to the warehouse. *** submitted multiple service ticket request to their website and chat with their live bot. This incident has been persistent since Saturday 31 of May, 2025. No one answers my calls and I have no update from my package.

    Business Response

    Date: 06/10/2025

    Dear customer,
    We are sorry for the inconvenience. According to the official website logistics track, your package has been successfully delivered. To avoid mistakes, please check whether the delivery address is correct. If the address is correct, please check your mailbox, front door, building/apartment front desk again or ask your neighbor whether they signed for it on your behalf. Thank you for your understanding and cooperation.

  • Initial Complaint

    Date:06/04/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I contacted customer service because they had marked a package delivered, but the package was not delivered to my home. My address is *************************** *********** **********. They havent marked delivered at an address in the city is *************, **********, which is an hour away from my home after contactingSheen multiple times they just keep saying that ***** confirm that its delivered its delivered its delivered and thats it. They will not address the fact its the wrong address that they sent ***** the wrong address. I contacted ***** and they told me that they The shipper needs to contact them to confirm the address and she will just not acknowledge that they gave ***** the wrong address. I have all the proof.

    Business Response

    Date: 06/09/2025

    Hello,
    After verification, the order in your package has been refunded.
    If you have any other questions, please feel free to contact us.

SHEIN is NOT a BBB Accredited Business.

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