ComplaintsforSHEIN

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 2 items and paid for express shipping. ***** tracking showed my items to be delivered 6/21/24, it did not. As of today 7/1/24 the ***** tracking shows last activity 6/20/24 international shipment release *******, **. I still do not have my package. I inquired with ***** who stated the package did not contain any items once it reached customs. I inquired with ************* (Search and Recovery).

  Business response

  07/08/2024

  Hello,
  
  I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.
  
  After verification, our agent handled your issue. If you have other questions, you can contact us at any time.
  
  For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.
  
  Thank you and have a nice day

  Customer response

  07/08/2024

   
  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

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on SHEIN for 52 dollars and some change I left detailed delivery instructions for my package to be delivered to my house when I checked the tracking the day the package was supposed to be delivered it said was delivered to front desk reception area there is no front desk reception area int ln my neighborhood I've contacted SHEIN for a refund since they delivered my package to the wrong house I've also contacted my leasing office to see if the package was left there and it wasn't I've filed a claim with the post office as well with no clue as to When my package is I also have 2 more orders coming from SHEIN im afraid the same thing will happen with those orders as well My order is missing My order was delivered to the wrong area the **** tracking says delivered to front desk reception there isn't a front desk in my neighborhood I checked the mailbox the front and back porch I asked my family the neighbors I want a refund my order was not delivered successfully ive contacted Shein they said the cant give a refund because in their system my order is marked as delivered when it wasn't because I had detailed delivery instructions for my package to be delivered to my house

  Business response

  07/02/2024

  Hello,
  
  We are very sorry. According to the internal verification results, the logistics shows that the package has been successfully delivered. Since the official website shows that your package has been successfully delivered, we cannot apply for a refund for you. It is recommended that you contact the courier directly to verify the package delivery information again.
  
  Thank you for your understanding!

  Sincerely,

  SHEIN

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Recently placed an order that priced at over $100 dollars, the order happened to be sent to an incorrect address and **** returned the package to sender. Shein is now refusing me a refund or reshipment of items claiming I have to wait until the 18th of July for them to find a possible solution. Seeing as though the order was already returned and was never in my possession I dont see why I cant be refunded. I was also promised a refund by an agent then told later it wouldnt be possible. I have been a loyal customer for years now but this has ruined my chances of ever shopping with shein again. I have also been blocked from live chat and cannot receive any customer service. so disappointed and will be filling a dispute with my bank.

  Business response

  07/02/2024

  Hello,
  
  After verification, your package has been confirmed to be returned to the sender.
  We have successfully applied for a refund for you, and the refund time is 1-7 working days.
  
  Thank you for your understanding and support!
  
  Sincerely,

  SHEIN

• Initial Complaint

  06/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have placed an order June 20th 2024 , I received an email that my package was a joint shipment and it was delivered. However I did not receive any package. I reached out to ******************* and I was told they opened a case and I will be refunded in 24hrs. When I realized I did not receive my refund or any email I reached back at that's when I was told that there is nothing they can do the delivery company said its delivered and left at door, which I live in a building you need to be buzzed in so I'm not sure how that's possible.below I will be listing the order numbers that was in that shipment.I would like a full refund from them to the. original payment method. GSUNHB30N004JJP GSUNHB30N004JV0 GSUNHB30N004JJE GSUNHB30N004JJD GSUNHB30N004JJH GSUNHB30N004JJJ GSUNHB30N004JJV GSUNHB30N004JJG

  Business response

  07/03/2024

  Hello,
  
  We are very sorry. According to the internal verification results, the logistics shows that the package has been successfully delivered. Since the official website shows that your package has been successfully delivered, we cannot apply for a refund for you.
  
  It is recommended that you contact the courier directly to verify the package delivery information again. Thank you for your understanding.

  SHEIN

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June/08/24 I ordered 6 dresses from SHEIN and only one dress was true to its size and fitted. The other five dresses were not true to the size for the measurements that were given and they were all too small. Before I purchased any of the dresses, under them it was stated they could be returned or replaced. When I tried to return the dresses it would allow me to return one dress. For the rest of the dresses it stated that Promotional item can not be returned, yet in their policy it states as long as it has not been worn, still in the bag, its returnable. I am very dissatisfied and disappointed because there is nothing stating this under the items before I purchased them. I want to return the items and return them all together in one bag because it was states free returns. Subtract from the total amount of refund I want $19.26 and $1.56 for the dress and bracelet. Even though I deserve an extra $100 dollars for the headache and frustration SHEIN has put me through.

  Business response

  07/03/2024

  Hello,
  
  To help us investigate the issue, could you provide us with a picture of the product that shows the issue you are experiencing? Can you provide a picture of the ruler measurement? Once we receive the picture, we will conduct quality control and get back to you as soon as possible.
  Look forward to hearing from you.

  SHEIN

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order from SHEIN frequently. I have never had issues in the past when I want to return things. They allow your first batch of returns on an order for free, then if you went to return more later on from the same ****** you pay a fee. Ive always done it all at once. I recently placed a pretty large ****** **** return was going to total just over $170. When I went to do the return, it wasnt letting me select everything for one return. I guess since it came from different distribution centers it had to be different returns. I didnt want to have to pay for the return as this wasnt disclosed before ordering. I worked with a cust service ********** was able to do it all on his end and told me the total (just over $170) and he was able to email me a shipping label so I could send it all back at once. He again, confirmed that amount I would be refunded. Originally he had tried telling me that because I used a coupon that almost all of the items were not refundable. I sent him screenshots of the items and the info in my app explaining nothing said that. He tried saying it was a good coupon so thats what happens, but then he said he could do it. A few days after sending the items back, I received several emails each telling the total that would be refunded based on what would go to which distributor. They all totaled the 170 amount. But only 4 & change was truly refunded to my original payment source (PayPal.) I did their customer service live agent chat probably 4 or 5 days in a row, and each time they told me it takes time to process give it 24 more hours give it this weekend and you will see the money soon. Still nothing. So I did a customer service ticket (when live chat is unavailable) when I got a reply the agent said, the difference in the amount has been refunded to me as a credit so it can only be used with them. I wont settle for this. Not only was it not stated anywhere when I originally ordered but none of the agents that I talked to stated this.

  Business response

  07/03/2024

  Hello,
  We are sorry for the inconvenience.
  After verification, the amount in your wallet has been withdrawn to the original payment account and the withdrawal has been successful.
  Do you have any other questions?
  We will help you solve them as soon as possible.
  Wish you a happy life!

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  GSHNGP07600NRAS order ID tracking number JY245X40U001076175 I returned it via canada post 7323 ************** on June 7th still not yet got refund please give me my money back my bank won't collabrate I have given your ample time to work on it

  Business response

  07/03/2024

  Hello,
  It is a pleasure to serve you. We have carefully checked the situation and have not yet registered your returned package in the warehouse. We are unable to process a refund for you. Thank you very much for your patience. Once your return package arrives safely at the warehouse, we will immediately handle the relevant matters for you.
  
  At the same time, you can contact the logistics provider to confirm the latest shipping information.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a number of items from this retailer. At the time of purchase, every single item was labeled as free return. None of the items were lingerie or human hair wigs as these items are marked non-returnable. Half the items I bought did not fit me. When I went to initiate a return as I had with previous orders, I was told that half of the items were ineligible for return They were on sale. I have purchased items on sale from This retailer many times before And have had no problems returning items. I have gone back-and-forth with customer service for days now. No one is escalating me to a supervisor or manager, nor is there a phone number where I can reach someone. When I asked the customer service specialist to explain to me why the items are not returnable, she responded in capital letters very rudely that the items were NOT RETURNABLE without any further explanation. I then told her that I re-added all the items to my cart and again it showed that they were returnable when I asked for further explanation, customer service double down and told me that the items were not returnable. Again, these were regular clothes, not lingerie nor other non-returnable items, I believe It is a deceitful business practice to label items as returnable and then fail to return items to the customer. I would never have purchased clothing items without trying them on if I dont know whether or not they fit me and know that they dont. I would like my money back from this retailer.

  Business response

  07/03/2024

  Hello,
  
  Thank you for your contact.
  Are you referring to this order: GSUNHW44U0035P8?
  If so, our colleagues have applied for a return for this order. Please wait patiently for the return package to be signed for.
  Thank you for your understanding and support!

  SHEIN

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been shopping with Shein for the past year and had no issues. My recent package was marked delivered but it was nowhere to be found. Trying to request a replacement or refund had been an ongoing battle. Shein customer service ******* had informed me to call the shipping carrier. ***** cant do anything since Shein took my money. What angers me is that there were no options for replacement and just told me to f-off Your money is ours and youre not our problem. Thank you for letting us scam you the $165+. The image that was provided for delivery doesnt even show my ADDRESS #

  Business response

  07/03/2024

  Hello,
  
  I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.
  
  To avoid mistakes, could you please tell us the order number? We will help to check and give you assistance. Thanks for your understanding and patience.
  
  For further assistance, you can also contact our customer service through this link: **************************************************************************************************************************************************************************************'ll offer a proper solution for you asap.
  
  Thank you and have a nice day

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order and had to return several items. SHEIN refunded the items, but refunded some to my credit card and the rest to a store credit and did not advise this anywhere. I reached out and chatted with 3 different customer service reps who just say 'nothing can be done.' I never agreed to store credit and everything was to be refunded to my card. They are cheating their customers by not following their own policies for returns and refunds and just saying, "Sorry, but we can't do anything' despite it being an error on their end. There is $34.29 that should still be refunded to my card and I want my money back.

  Business response

  07/08/2024

  Hello,
  Can you provide us your PayPal account?
  Then we can help you transfer your wallet balance to that PayPal account.

  Customer response

  07/08/2024

   
  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. My PayPal account is @**************. SHEIN can transfer the funds there.
  
  Sincerely,
  
  ***********************

*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. ↩