Business Profile

Online Retailer

SHEIN

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for SHEIN's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,256 total complaints in the last 3 years.
2,114 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.

Initial Complaint
Date:03/23/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Jan 24, 2025- made an order at Shein and paid using Affirm- cancelled order within the hour. Loan still has a balance of $5.15. I was to reach out to Shein;they states the order shows that it was cancelled so there is no refund receipt as nothin shipped out and to reach reach out to Affirm and the cycle goes on and on. Since the order was shipping from multiple places- there are multiple invoices for this 1 order.
Business Response
Date: 03/25/2025
Hello,
Thank you very much for inquiring about our ************************.

We are sorry to check that your Super Saver Card order has been purchased for more than 3 working days. According to our policy, we are unable to provide a refund service, but the Super Saver Card coupon benefits you purchased will continue to be issued normally.

If you have any other questions about our ************************ or need more information, please feel free to contact us.
Customer Answer
Date: 03/26/2025

Complaint: 23105641

I am rejecting this response because:
I indeed cancelled the entire order about 30 minutes after placing it...well before the 3 days. So how did that not go through? I also inquired about the charge with customer service in which no one knew or was able to find out what the charge was for- they didnt see where the charge was coming from. And if it's a coupon, why am I paying for it? Coupons typically give you money off!!!! You can gladly make the loan payment of $5.14. Or figure out how to redund me the coupon you charged me for.

Sincerely,

******** ********
Business Response
Date: 04/02/2025
Hello,

We are sorry for the inconvenience. We suggest you contact us in time next time to handle it for you.

Thank you for your understanding and cooperation.
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
Date:03/23/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 placed an order on the 12th of March 2025 with Shein of quit a few items. As Shein some times does, they may ship them separately. The item in question is a cat carrier. On/about March 19th I received a delivery notification stating that a delivery attempt was made. I knew that was false as someone is always at my home and I have cameras. Upon tracking the shipment I noticed that the delivery address was in ************. My delivery address is in ********** as the order states. I immediately reached out to Shein and received a generic response. I have asked them to reach out to ****** to fix the issue before it was actually delivered and their responses and help is/was lacking. I contacted ****** and due to privacy they were only able to give me the state of the delivery ( which I was already able to see) and the name on the shipping label which was " ********". Both that name " ********" and the Pennsylvania address is not on my order, Shein has made a mistake and dispite the many communications I tried to have to correct this issue before the package was delivered was deliberately ignored by Shein. Now with it being delivered in ************, I was sent a message from Shein asking me to look around my NEW JERSEY home for a package that was delivered in ************. TRACKING NUMBER: UUSC000008597745
Business Response
Date: 03/30/2025
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 2-7 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: 03/30/2025

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:03/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
On March 10, 2025, I placed an order (Order No. GSU1NA61N00T8P7) for a notebook listed on SHEINs website for $4.54. In the Product Measurement section, the notebook was described as 5.9 x 7.9 inches. However, the item I received was significantly smalleronly 4.3 x 5.9 inchesnot what was advertised or what I ordered.Despite the error being entirely on their end, SHEIN insists that I must return the incorrect item to receive a full refund and will only offer a 50% refund if I choose not to return it. This policy is not only inconvenient for me, as the customer, but also unfairly shifts the burden of correcting the companys mistake onto mean approach that is both unreasonable and unlawful under federal law. According to the *** Mail, Internet, or Telephone Order Merchandise Rule, if a company ships merchandise the customer did not order, the customer is not obligated to pay for or return the item. Demanding a return in exchange for a refund in such cases is not legally justified.Ive communicated with SHEIN through multiple channelsfirst via live chat on March 18, 2025, then by submitting a ticket on their website, with continued follow-up by email. When I requested to speak with a supervisor due to receiving the same scripted responseWe offer you two options: a 50% refund without return, or a return for a full refundI was told on March 21 that I was already dealing with SHEIN's most advanced service team, which is equivalent to a manager. They restated: Kindly be informed that we can only issue a 100% refund once you process the return.Furthermore, this situation raises concerns about intentional deceptive advertising. It appears SHEIN may be deliberately exaggerating product specifications on their website in order to mislead customers and then shipping items of significantly lower quality or smaller size than advertised. This kind of behavior not only misrepresents the product but undermines consumer trust.
Business Response
Date: 03/30/2025
Hello, we have provided you with two solutions for your feedback:
1. Free return and refund service
2. 100% refund only (refund method: wallet or original payment path)
Please make your choice and reply to us. Thank you for your understanding and support.
Customer Answer
Date: 04/02/2025

Complaint: 23104140

I am rejecting this response because:
From the outset, SHEIN unlawfully refused to issue a full refund unless I returned the incorrect item they shipped, a clear violation of FTC regulations (16 CFR 435) regarding unordered merchandise. SHEIN only conceded to issuing a 100% refund without returning the wrong item they shipped after I filed formal complaints with the BBB, FTC, and my states *************************** successfully disputed the charge with my credit card company, and made multiple attempts to escalate the matter to their legal department with no response. This retroactive concession fails to address their initial violation of *** regulations or their refusal to comply until compelled. It reflects an unwillingness to follow consumer protection laws unless forced by external pressure.

SHEIN has systematically engaged in unlawful practices that violate U.S. consumer protection laws. I was ultimately compelled to secure a refund through my bank because SHEIN willfully conditions full refunds on the return of nonconforming merchandise and offers only partial refunds when consumers retain misrepresented or incorrect items. These actions directly contravene *** regulations (16 CFR 435), which prohibit companies from charging for unordered or materially inaccurate goods. Despite clear evidence of these violations, SHEIN has failed to acknowledge any wrongdoing or revise its policies, demonstrating a blatant disregard for federal consumer protections and the rights of U.S. customers.

This transaction, though small in dollar amount, highlights broader systemic issues with SHEIN's pattern of deceptive and predatory business practices. These include shifting the burden of fulfillment errors onto customers, engaging in deceptive advertising by exaggerating product specifications, deliberately obstructing legitimate complaint resolutions, and routinely fulfilling orders with inferior or nonconforming goods. SHEINs legal department's refusal to respond to well-documented violations demonstrates executive-level indifference to compliance.

I respectfully urge the BBB to take three immediate actions. First, formally document these FTC violations in SHEIN's permanent business record to warn future consumers and support potential regulatory action. Second, escalate this matter to SHEINs executive team, demanding immediate revisions to SHEINs refund polices to ensure compliance with *** regulations, the implementation of a transparent complaint resolution process, and proper staff training on U.S. consumer protection laws. Third, refer this matter to the appropriate regulatory bodies, including *** and Attorney General, given SHEINs ongoing pattern of violating federal and state consumer protection statutes, including 16 CFR 435.

While I ultimately obtained a refund through a chargeback with my bank after SHEIN unlawfully conditioned my full refund on the return of their incorrectly shipped item, I cannot accept SHEINs response as satisfactory while these unlawful practices persist. Companies should not be allowed to exploit low-dollar transactions to bypass accountability. Small claims deserve equal protection under the law, and persistent disregard for legal obligations should not be excused by the minimal cost to the consumer. I strongly urge the BBB to intervene decisively, as these predatory practices will undoubtedly harm countless other consumers if left unchecked.

Sincerely,

******* R
Business Response
Date: 04/10/2025
Hello,
We apologize for the inconvenience. We will also strictly verify the specific size of the product again and optimize it.

To avoid mistakes, we want to confirm again.
After checking, we can provide you with two solutions:
1. You don't need to return the product, we will directly refund the amount you paid for this item
2. We can refund you after you request free return
Which one do you prefer?

Thank you for your attention and look forward to your soon reply.

Best regards,
SHEIN
Customer Answer
Date: 04/22/2025

Complaint: 23104140

I am rejecting this response because:
The response from SHEIN on 04/17/2025 is a near-verbatim repetition of their previous response on 03/30/2025, offering the same two options: a full refund with or without return. This templated response demonstrates that SHEIN has blatantly ignores the substance of my prior detailed rejection response submitted on 04/02/2025.

In that rejection, I explicitly stated that I had already successfully disputed the charge with my credit card company myself due to SHEINs unlawful refund policy. This came after I kept receiving the same scripted response from SHEINs customer service team, insisting unlawfully that I must return the incorrect item they shipped in order to receive a full refund, or accept a 50% refund if I kept it. I also filed formal complaints with the BBB, FTC, and my states **************************, and attempted to escalate the matter to SHEINs legal department with no response. Only after all of this did SHEIN concede on 03/30/2025 to offering a full refund without requiring the return of the incorrect item. Despite this, their latest response completely ignores these facts and fails to address any of the regulatory concerns raised in my prior rejection response. This lack of engagement reflects not just negligence, but a deliberate avoidance of accountability.

To restate: SHEINs original refusal to issue a full refund unless the incorrect item was returned is a direct violation of the **** Mail, Internet, or Telephone Order Merchandise Rule (16 CFR 435), which prohibits companies from charging for unordered or materially inaccurate goods. SHEINs eventual concession to offer a full refund without return was retroactive, evasive and not voluntary. Most importantly, it does not address the root issue: their unlawful refund policy. SHEINs repeated use of templated responses, both before and after I filed formal complaints, shows a pattern of dismissiveness rather than genuine resolution.

Even now, SHEIN has not acknowledged their initial violation of federal law, nor have they confirmed any changes to their refund policies that would protect other consumers in similar situations. Their continued practice of conditioning full refunds on the return of nonconforming merchandise while offering only partial refunds otherwise, remains in direct conflict with *** regulations. This behavior, paired with repetitive and scripted responses, reflects a company unwilling to take responsibility or ensure compliance.

Additionally, SHEIN has failed to address my concerns regarding their shifting of fulfillment errors onto customers, their complete lack of a transparent and effective complaint resolution process, and potentially deceptive advertising practices. Their current repeated response perfectly mirrors my experience with their customer service team, indifferent, evasive, and seemingly designed to wear down dissatisfied customers rather than resolve valid concerns.

I am therefore once again asking the BBB to take the following actions. First, formally document SHEINs violations of federal consumer protection laws in SHEINs permanent business record to warn other consumers. Second, escalate this matter to SHEINs executive leadership, urging them to revise their refund policies to comply with U.S. consumer protection laws, implement a transparent and accessible complaint resolution system, and provide proper staff training on U.S. consumer protection laws accordingly. Third, refer this matter to the appropriate regulatory bodies, including the ************************ and the relevant state ************************* for investigation into SHEINs ongoing noncompliances with federal and state consumer protection statutes, given the broader legal implications and the potential harm to other consumers.

Sincerely,

******* R
Initial Complaint
Date:03/22/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 day, I have been going back and forth with customer support at **********************. On March 9th I ordered a TV stand order #GSU1NS38900NWKX. On March 17th I recieved notification at 10:06 am that it had been delivered by *************** and left at my front door. Here is the tracking number ************, however when I went to grab it it was not there. So my first thought is someone stole it. But it's not common in such a close neighborhood with cameras. So I checked the *************** tracking website to see where it was. I was surprised to find that at package was indeed delivered. But to a different home no where in my neighborhood, also the 2 packages associated with my tracking number were not infact a TV stand. I don't want to toot my own horn but I work in fraud so I have a very keen eye and notice little things like that. Right away I knew what happened someone at the warehouse someone put someone else's tracking number on my account. For several days I have gone back and forth with customer service trying to tell them this but it has gone no where. I officially contacted the customer service line for ***************. They tracked the package based on the tracking # provided to me it was delivered to a home in the same town as mine a red house. However not in my neighborhood as there are no red houses in my neighborhood and they also confirmed that the packages had someone else's name, address and was not a TV stand. They confirmed it was indeed a shipping ******** has become extremely frustrating because I have done the research to prove that I did not receive my item and all I asked of them was to do the research as well. Originally I would have been happy with either a refund or the TV stand but I just want the refund since, they never sent the last one I am not confident I will get one. I wasn't sure where else to contact about this situation, I cannot continue to try and go back and forth with the customer service ticket line. I am getting nowhere.
Business Response
Date: 03/30/2025
After verification by the carrier, your package ************ has been marked as delivered, so we are unable to process a refund/exchange for you. We recommend that you recheck the delivery address you used. If your delivery address is correct, please check your mailbox, porch, and/or the front desk of your residence to see if the package is there, or if a neighbor signed for it on your behalf.
Customer Answer
Date: 03/30/2025

Complaint: 23103971

I am rejecting this response because:
I have told Shein multiple times now that this delivery was not mine. First the address delivered is not my address. I spoke to *************** who verified that the packages that was associated with the tracking number did not have my name or address on it. They said their were no deliveries associated with my address. Also if you look at the picture this is clearly not a TV stand, which I have tried explaining to them multiple times. This is a simple mistake were they attached a tracking number to my account but it was for someone else. I would not fight this much for $57.00. All I am asking for at this point is to either refund my money or I will even Take a company credit. I do not trust that I will recieve the tv and do not wish to even continue with it. I have provided them with numbers to contact *************** but they have not researched this further with them by speaking to an individual person and I have even sent a email to their legal team. But I have received no real response. I dont know what else to do. I have even sent them photos verifying my home and that it does match the one they have on file from the tracking number. But each time I get the same response, a generic message showing they have not made an effort to research the situation.

Sincerely,

******** Marine
Business Response
Date: 04/08/2025

Hello, we are sorry that we cannot locate the specific situation of the package based on the information you currently provide. 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 and verification of your situation.

Thank you very much for your cooperation and understanding!
Customer Answer
Date: 04/15/2025

Complaint: 23103971

I am rejecting this response because:
I have told Shein now multiple times that I cannot provide this information. Shein never sent my package out but instead attached someone else's tracking number to my order this was confirmed by ***************. However *************** would not give me the other persons name and address because the tracking number did not actually have my name or address number attached to it based on ***********************. All Shein has to do it contact them directly through their customer service line. Yet they refuse to do so. This process could have been resolved a month ago. I would love to be done with it. I would love to provide them with the info but *************** will not give me the information because the tracking number does not have ******** Marine or ************************************ as the address. The fact that I cannot provide this should be enough information to let them know its not my tracking #. Also the photo of the shipped item is not a TV stand. All i am asking is that they contact ***************. I don't even care if I get a refund at this point credit would be fine. But I will not allow myself to be taken advantage of.

Sincerely,

******** Marine
Initial Complaint
Date:03/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 wish to complain about Order No. GSU1NY06T00R1WK, Anewsta New Fluffy & Fox Fur Patchwork Midi Coat, Simplistic & Fashionable Women Winter Outerwear, Ladies Winter Elegant Belted, Contrast Fluffy Regular Sleeve Collar Regular Fit White Polyurethane Plain Women Coats, that I purchased on March 5, 2025. *******************************************************************************I am complaining because SHEIN, the company I purchased the item from, shipped it using the shipping company Uniuni, with shipping number UUS350576988889943. UNIUNI and SHEIN claim the item was delivered, showing photos of the package. As soon as I received the text supplied, I went downstairs, and the item was not there. To resolve this issue, I would appreciate it if you could either refund my payment or reship the item. I prefer to receive a refund.When I first learned of this problem, I contacted SHIEN through chat (as there is no phone number available) and called UNIUNI numerous times on March 12, the day I didn't receive the item, until today, March 15, 2025. I called SEIN innumerable times and was told that nothing could be done about my problem. I believe this response is unfair because I have invested a substantial amount of money with SHEIN, and they refuse to acknowledge my concerns. This has never happened to me before; yesterday, March 14, 2025, I received an item from SHEIN via ****** and received it. I look forward to hearing from you soon to resolve this issue
Business Response
Date: 03/30/2025
After verification by the logistics provider, your package UUS5350576988889943 has been marked as delivered, so we are unable to process a refund/exchange for you. We recommend that you recheck the delivery address you used. If your delivery address is correct, please check your mailbox, porch and/or the front desk of your residence to see if the package is there, or if a neighbor signed for it on your behalf.
Initial Complaint
Date:03/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 placed a large order at SHEIN on March 5, 2025. On March 9th my order was still showing processing so I contacted them to inquire about it as I had chose express shipping and I needed some of the things for my trip. I was sent a email saying my order could not and may not be filled as they were out of stock and having problems at their warehouse and this applied to every single item I ordered. They extend my delivery time another week past what it was originally. I have contacted them multiple times with the chat and email as I have still not received my order. It has been over 2 weeks and they keep saying oh it coming now we extend you delivery time. I have told them I want my order canceled and a refund. My order is not coming it has been sitting at ***** in ******* in their customs clearance for over a week they have contacted me as they cannot get a response from SHEIN they have forms that have to be filled out for them to proceed. I have told SHEIN this and they tell me to just keep waiting I have spent hours on the phone with ***** and emailing and chat with SHEIN with no resolution
Business Response
Date: 03/25/2025
Dear customers,
We sorry for the inconvenience.
We ask the logistics company to deliver your package as soon as possible.
We recommend you wait patiently.
If you haven't received it by 2025-03-28 02:05:49, please contact us in time and we will handle it for you as soon as possible.
Initial Complaint
Date:03/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 hope this message finds you well. I am writing regarding my recent orders GSU1NV49X00NGCH, GSU1NV49Y001T5W which is currently on risk verification. I would like to kindly request that SHEIN expedite the verification process, as I am eager to receive my items AFTER BEING TOLD IT WILL. BE SHIPPED A SPECIFIC DATEPlease let me know if there is any additional information or documentation required from my side to assist in clearing up the verification. I would appreciate your prompt attention to this matter, as I am looking forward to receiving my purchase.Thank you for your understanding and *************** regards,**** ******
Business Response
Date: 03/25/2025
Hello,
After verification, we failed to receive the verification documents you submitted, so we cannot confirm whether the order is authorized. For the protection of your account security, our colleagues have canceled the order before.
We are deeply sorry for the inconvenience caused to you.
Sincerely thank you for your understanding and cooperation.
The money has been refunded to your original payment account and you will receive the refund within 7-14 working days.
SHEIN
Initial Complaint
Date:03/21/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Ordered on 2/27, was supposed to be delivered by 3/17. It was not, I reached out to Shein to let them know, and I also filed a complaint with ****. **** has confirmed in writing that the package was not delivered/scanned accurately I sent that documentation over to Shein showing that, Shein is not willing to offer a refund/store credit/replacement due to the package being shown as delivered even though the logistics provider has confirmed in writing that the package was not delivered correctly. I confirmed that the address is correct and has always been correct, **** confirmed that my address is indeed correct. I kept getting told to check surrounding areas, there is nowhere for me to check. I do not have a porch, my complex does not have a front desk that accepts packages, the other buildings are locked I do not have access to them as I am not supposed to, mailboxes are locked only have access to my mailbox. **** cannot confirm if the package was delivered to the right city let alone the correct building and mailbox. The lack of actual customer service is frustrating, as I have gone back and forth with them no to avail. Even with as proof that an error was made by someone else.
Business Response
Date: 03/25/2025
Hello,
Thank you very much for contacting us. According to the logistics track, your package has been successfully delivered.
We are sorry that we cannot locate the specific situation of the package based on the information you currently provide. 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 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!
Initial Complaint
Date:03/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
On 3/6/25 I noticed two unauthorized charges on my bank account from SHEIN in the amounts of $73.94 and $64.61. I immediately notified my bank and cancelled my debit card. I looked at my SHEIN account and didnt see any orders, I also looked at my daughters SHEIN account and she had one small order on her account that she paid for with her debit card. I disputed these charges with my bank(Current) but they denied saying since Ive shopped there before, they appear to be authentic charges ( great, right?). So now, Im trying to gather information to prove to my bank it was not me who made these purchases. Ive been in contact with SHEIN who will not refund me. Will not tell me WHAT was purchased with MY debit card- for all I know they could have just charged me for nothing and scammed me. Will not tell me what email address or delivery address was used for these orders so I can give this information to my bank (if its not mine- it could prove I didnt make the purchase). They say they are unable to give me this information due to certain limitations on their end. Which I find hard to believe, Ive dealt with other merchants who can pull up orders with my debit card information. And if its a matter of privacy- hello- its MY CARD! SHEIN just keeps telling me over and over to contact my bank, even though Ive already told them my bank will not refund me, its like they dont even listen. Im so frustrated and disgusted. Ill never shop here again, but I would like my $138.55 back. And I would also like people to know how disappointing this company is.
Business Response
Date: 03/26/2025

Hi,

Thank you for your feedback. We are sorry to hear that.
We advise that you contact your payment card provider to report your card as lost/stolen if you have not already so that they can investigate the disputed transaction and take action.

If you have initiated a chargeback, it is recommended that you consult the card-issuing bank or payment platform about the progress of the chargeback.

If you need further assistance, please contact us. Thank you again for your love and support for SHEIN.
Kind regards
Customer Answer
Date: 03/26/2025

Complaint: 23097071

I am rejecting this response because:
Its like this company didnt even read my complaint. Im getting the same generic message over and over from their online customer service as well. I HAVE CONTACTED MY BANK, CANCELLED MY CARD, AND DISPUTED THESE CHARGES WITH MY BANK ALREADY- if I have to repeat myself again Ill go crazy. My bank denied my dispute because I have purchased from SHEIN before and didnt really have much evidence because SHEIN WILL NOT PROVIDE me with WHAT was purchased (they could have scammed me and just charged my card for all I know?) they will not tell me WHAT email address made this purchase they will not tell me WHAT delivery address its being delivered to.. why? It was purchased on MY CARD! I WANT THAT INFORMATION TO GIVE MY BANK so they can credit my dispute OR SHEIN needs to REFUND me!
Sincerely,

**** *******
Business Response
Date: 04/03/2025
Thank you for your feedback, we are very sorry to hear this. We recommend that you contact your credit card issuer immediately to report the card as lost or stolen so that they can investigate the transaction and take necessary action. If you have already requested a chargeback, please contact your card issuing bank or payment processor for the latest status of the chargeback request.
Customer Answer
Date: 04/05/2025

Complaint: 23097071

I am rejecting this response because:
Im not sure if a bot is replying to me or what, but its just like with their online customer service, I get the same reply over and over and over and its like they just are not listening to me and its beyond frustrating. Its clear this is going absolutely no where.
I dont know how I can make it any more clear that: ** I have already contacted my bank/credit card company that the purchase was made on, the card was cancelled and a dispute was filed** it was declined because you will not provide me any details to give the bank to prove I didnt make this purchase such as; the delivery address the product is being sent to, the email address that this was ordered from.. anything I could show that it wasnt me. You wont even tell me WHAT was purchased with MY money. Then, I asked since I never received said purchased that I would like a REFUND because I never received my product (though, I dont know what it is..) .. I was told no I cant have a refund.. Does SHEIN regularly do this to customers? Charge their bank accounts and get away with it? I mean, how do I know it even was even a purchase for a product and not just SHEIN charging my card. You wont give me any details of the purchase so who knows?
I'm sick of getting a generic response of the same thing over and over.. do you even read the complaints or even care for that matter??
I dont know what my next step is after this.. its obvious nothing will be solved through this and Im just going to get another response telling me to contact my bank or something saying Im sorry we cant do anything because were useless and we take our customers money. Maybe file a police report for the unauthorized charges and then see if I can start an investigation or maybe a class action lawsuit if something similar has happened to enough other people with unauthorized charges from SHEIN .. but I promise this is not the last you've heard from me.

Disgusted ex-customer,

Keri
Initial Complaint
Date:03/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered a barbecue grill from SHEIN on March 11 ***** .SHEIN says the package is delivered to **********, ** on march 17 .But the address that I gave to ship was ***** , **** . I contacted to logistics provider but they said That they sent whatever SHEIN gave them . And they said there was not any barbecue grill , it weight just 10 ounces. .So contacted to chat alive of SHEIN but they are not considering anything I m telling them
Business Response
Date: 03/26/2025

Hello, we are sorry that we cannot locate the specific situation of the package based on the information you currently provide. 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 and verification of your situation.

Thank you very much for your cooperation and understanding!

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