ComplaintsforSHEIN
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Order numbers GSUNHW62Q00MQQK GSUNHW62Q00MQQJ GSUNHW62Q00MQQV GSUNHW62Q00MQQH GSUNHW62Q00MQQD All of these were placed at the same time and should be the same order but they broke them up for some stupid reason. Anyways I tried returning for a refund because none of the dresses fit me correctly, I tried to return but was told they were promotional items that couldn't be returned. First off none of these said or say anything about being a promotional item or not being able to return them other than when I try to return. The customer service person was rude and wouldnt help just kept telling me they were promotional items. I spent like $200 on these dang dresses and they just telling me to donate them cause they wont do a return. I want my money back and I'll never be a shein customer again because of this.Business response
06/22/2024
Hello.
After inspection, we have requested a return of these items for you. And the return package is in transit. Please wait patiently for the return package to be signed for.
Thank you for your understanding and support!SHEIN
Customer response
06/22/2024
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
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 22nd of this year, an accidental purchase was made via SHEINs app for $116. I immediately canceled the order and called them to let them know it was a mistake, and that I needed that money refunded to my account. They understood, and said it would be back into my account in 5-7 business days. In this week, I had repeatedly tried calling, texting and messaging SHEIN to figure out what was going on with my money refund, and they would not get back to me in ANY way. No one would answer any of the limited phone numbers for them, or they were out of order all together. On the 7th business day it was still not refunded back to my account, so I filed a dispute via my bank, Chime. That dispute was opened on May 30th. I received an email from them saying that my money would be refunded to my account by *****, and them proceed with forcing the refund from SHEIN. I got an email this morning, the day ***** was supposed to refund my money via the email they had sent me, saying my dispute was denied by SHEIN themselves. I have no idea what kind of documents they could possibly have for ***** to deny my dispute. I still have not received my refund, and no one can tell me what is going on. I still can't get ahold of anyone at SHEIN, and ***** told me to file a police report or file a claim with you. Great customer service for their bankers let me tell you... I just want my money refunded, like SHEIN said they would do. I have emails confirming all of what im saying, as well as screenshots from the app itself further proving they have not done what they said they would do. Please help meBusiness response
06/22/2024
Dear Customer,
Upon verification with the ******************* SHEIN has successfully initiated a refund for your order totaling $116.91 as of 2024-05-22.
Due to the complexity of refund processing for cross-border transactions, the refund time for individual orders may take longer depending on the processing efficiency of your financial institution. You may contact your bank for refund details.
Thank you for your understanding and cooperation.
SHEINCustomer response
06/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Its been weeks since they initiated the refund, according to them it can take a very long time for it to go back into my account. I need a time frame
Sincerely,
*************************Initial Complaint
06/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I was a loyal customer of ********************** and have ordered several items over the years with no problems regarding returns and exchanges. This time I had a large order and the items did not fit so I decided to return. For some reason my order was broken down into various orders after the payment was submitted. The app nor the website will allow me to do the returns even though I started the process over 2 weeks ago ( well within the 35 day return policy as I purchased the items on may 8). I consistently try to reach their only form of customer service which is an automated chat box which allows you to submit a ticket to speak to an agent. *** submitted countless tickets and tried the chat box numerous times yet have received no help whatsoever. I came across reviews on Reddit showing multiple people going through this same issue. I am so upset because I truly have been a loyal customer and I cant even get any help to do a simple return. My order was large and none of the items fit me and some didnt even fit the description so I cant do anything with these items. I need help returning these items as its a financial burden as well as a completely terrible customer experience. Im so upset I used to like this site.Business response
06/17/2024
Hello
Thank you for writing to SHEIN regarding the issue with your order. We would love to provide further insight regarding this issue.
Please confirm is item sz2308210017430056 from order GSUNG5533001T1T you need return.According to our policy,promotion item can't be returned or exchanged.Due to you are our valued customer,We can provide a return as an exception this time.Promotion item can't be returned or exchanged next time,is that ok?Look forward to your kind reply!Customer response
06/18/2024
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. I would like to go forward with their resolution and return the full order. I will be waiting for the next steps to complete the process.
Sincerely,
*************************Initial Complaint
06/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Please investigate this. I have been trying to get a refund for $98.27 due to my package being delivered to the wrong address. Despite evidence from ONTRAC'S website with the photo of where they delivered it and images of my address. Shein continues to say since it was delivered, it's not refundable. Even with PayPal I put in a dispute and because ****** says it's delivered, they cancel the dispute. The image is on ONTRAC's website. I provided delivery images of my address and was able to find the address of the location it was delivered.The tracking number D10015190063118 was delivered to ******************************************************** (red door). I live at **********************************(********************* door). Pleas help me.Customer response
06/12/2024
Good afternoon,
I filed three complaints and the situation has been resolved. I filed it with ONTRAC, PayPal, and Shein regarding a package delivered to the wrong address. ONTRAC delivered the package to me today.
Sapphire Cudjoe
Initial Complaint
06/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had ordered a package from shein that cost $132.99 and did a paymemt plan with zip of $49.78 every 2 weeks. On April 7th, I had recieved a wrong package from this company. I took pictures and sent it to Shein customer service to try and resolve this issue, however Shein had blocked me online to speak to a live agent, so i had placed a dispute. On April 19th, a Shein agent had told me that if i remove the dispute, I would get my money back, so I had called my bank to have the dispute removed. Shein is saying that my bank and a third party company called ZIP did not canceled the dispute on their end. They have been saying this since April 19th and do not want to release my refund. They also lied to zip and told someone from there that they had credit me half of the money, which is false. The seller who had sent me the wrong item had also lied saying that they had sent out the correct item when I, and the deliver have taken the same exact photos of the incorrect item. If there is any way that someone from bbb can get down to the bottom of this, I would be absolutely grateful! I don't want any other current or future shoppers to go through this with Shein. I'm also attaching all the proof I have on my end, as well as the link of the deliver who had took the picture of the incorrect item. If you need access to see the delivers proof/picture, please let me know!Business response
06/10/2024
Hello, we are sorry that after confirming that your order is in complaint status, we are temporarily unable to refund. We recommend that you contact your payment platform to follow up and settle the complaint. If your complaint has been settled, please contact us as soon as possible and we will verify your order status as soon as possible. If you have any questions about the order later, please contact customer service first.Initial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned all of their items to them and I have not gotten my third refund I contacted my bank my bank is being a jerk and I'm telling them that I have not received it in there still not trying to give me my money and I'm not happy at all cuz it doesn't make any sense I just want my moneyBusiness response
06/10/2024
Hello,
I sincerely apologize for the inconvenience.
To resolve your issue, we need to check the status of your order. Can you provide a specific order number or tracking code?
We appreciate your attention and look forward to your response soon.
Yours sincerely,
SHEINCustomer response
06/11/2024
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
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing to formally lodge a complaint against SHEIN regarding their refusal to accept returns for several items that I purchased from their website, which fall within their stated return policy guidelines and were not listed as promotional or non-refundable. I have reached out to Shein directly, providing them with detailed information about my order as well as pictures and where it does not state the clothing was promotional items when purchasing. I included screenshots of the item listings, order numbers and excerpts from SHEINs return policy, which state that clothing items that are unworn, undamaged, and in their original packaging can be returned within 35 days. Despite these items meeting all return criteria, SHEIN has not accepted them as returnable. I have attempted to resolve this matter through SHEINs customer service under the ticket number ***************, but my inquiry was closed when I continued to state that the items did not say promotional and is not listed under the no return or exchange policy they have. I even created new tickets to address it again without coming here only to be told the same thing with no proof the items purchased said that. They send me other random items that do not include my purchased items that say it which is absurd. I am seeking the BBB's assistance to facilitate a resolution where SHEIN honors their return policy and accepts the return of the items in question for a full refund without any additional return fees. The items are in their original, unused condition and well within the specified return period. Please find attached documents that was sent to SHEIN for your reference. I am looking forward to your support in resolving this matter promptly and ethically.Business response
06/10/2024
Hello,
Your product is non-returnable and we cannot process it for you.For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app.
Thank you and have a nice day!Sincerely,
SHEIN
Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They lie to you when you've earned their free gifts and come up with an explanation of why I can't get them.Business response
06/11/2024
Hello,
We are sorry for the inconvenience.
What activity are you referring to?
Can you provide a screenshot or link?
We will verify and handle it as soon as possible.
SHEINInitial Complaint
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I worked with SHEIN to have them issue me a refund for an entire order that they never sent me. They refunded me partially for a service. I was charged the entire amount and the entire order was cancelled.Business response
06/16/2024
hello
This is a senior representative of SHEIN ******************** Center.
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.
We have let refund department to check this issue,Please be patient for result.Thanks for your kind understanding!Customer response
06/16/2024
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
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I didnt receive my product and I requested a refund which they deniedBusiness response
06/10/2024
Hello,
This is a senior representative of SHEIN ******************** Center.
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.
May i know the order number so that we can help you?Look forward to your kind reply!
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Customer Complaints Summary
1,905 total complaints in the last 3 years.
1,703 complaints closed in the last 12 months.