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

3,231 total complaints in the last 3 years.
2,094 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:05/10/2024
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.
When I purchased these items purchase number ****************** Tracking number 1z443766yw10650575 I never received the items As I explained in all the other emails I've tried to get the items refunded or sent again. As I also explained this wasn't the first time. My account on *** website I've explained numerous times my neighborhood is full of drug addicts and constant traffic of people.Live in the South end of ******, and they continuously leave my packages outside.Therefore they get stolen.I want my package to be refunded.Please and thank you.
Business Response
Date: 05/13/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.

According to the internal investigation results, the package was successfully delivered to *******, MA ** on Tuesday, April 23 at 2:48 P.M.. In this case, we suggest you can contact the courier directly to verify the delivery information of the package again.

If there are no results from the shipping company, you can directly contact the payment platform or your bank to charge back or make a complaint. Thanks for your understanding and patience.

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 Answer
Date: 05/16/2024

Complaint: 21697055

I am rejecting this response because:

Sincerely,

*******************************
Business Response
Date: 06/03/2024
Hello
We understand your feelings, but we have delivered your package correctly, so we cannot process your refund request. We recommend that you contact the logistics provider to verify this matter. Thank you for your understanding!
Initial Complaint
Date:05/10/2024
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.
Hello I placed an order GSUNLC05T001Q61on March 30 and received it April 10. When I called last week to try to return the items from the order I was told it is 35 days from the order date. I thought it was 35 days from the date of receipt of package so that means you technically have less than 30 days to return. That is misleading especially since I am new customer to ********************** and this This is outside of standard U.S. return policy. This is only my 3rd order and I have been sidelined by a sick child (several urgent care and hospital visits for my son in the last month) so my attention hasn't been on issues like this. I go back the hospital on Sunday (yes Mother's Day) because the Doctor is concerned so I wanted to get my complaint in before I forget again in the midst of dealing with him. Although the total amount is listed below I don't want to return everything
Business Response
Date: 05/16/2024
Dear customer,
We have verified your order, the order has exceeded the return time limit, we have been unable to assist you to return the goods, for which we deeply regret.

Here we also hope that you can understand the existence of the corresponding service time limit, under normal circumstances, we will reserve time for customers to use the experience of the goods, if you are still doubtful about the processing time, we will record and feedback your questions.
Have a nice day.
Initial Complaint
Date:05/10/2024
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 April 20th, 2024 I bought three promotional pants for $41.18 on SHEIN. SHEINs pre-sale page stated the promotional items were available for free returns, so I purchased them under that assumption. While certain products like hats are clearly marked as non-returnable upfront, the promotional items had no such disclaimer. And promotional items are not included in the non-returnable items of SHEINs return policy. Whats more, the payment page does not mention the promotional items cannot be returned. I reached out to the customer service and requested for return for the above reasons. However, they refused to issue the return application and did not respond to the refundable information of the promotional items on the pre-sale page, payment page and return policy page.My SHEIN Order Number: GSUNLH29W001Q0K Tracking Number: ********************** My request is to return the three pants that are implied to be returnable.
Business Response
Date: 05/13/2024
Hello,
Thanks for your feedback.
Our team has sent the solution to the email address you left on BBB.
Please pay attention to check your email.
SHEIN
Customer Answer
Date: 05/14/2024

Complaint: 21696447

I appreciate Shein accepted the return, but I am rejecting this response because the ** code they provided for return items at **** is invalid. The **** staff tried scanning the ** code, but it said not registered and invalid code. I request to do the return through the usual way which one can return items at any Forever 21 store, so please send me the right ** code for return at a Forevere 21 store.

Sincerely,

***************
Business Response
Date: 05/21/2024
Hello,
I'm sorry for the inconvenience.
We have re-helped you apply for a return label.
1. Show the ** code at the Forever 21 store you have selected. See all stores
2. Bring all the items in the application (ALL items from multiple orders if COMBINED return) with their original polybags.
3. Any item inconsistent with the return application won't be accepted. Please cancel and apply again if your return changes before dropping off.
4. This ** code can only be used once.

Note: Any return fees will be applied per return (not per order). To avoid additional fees, please return multiple items from one order in the same package.

If your carrier does not accept your return label, please return to the following address:
Recipient: SHEIN Group ****NG78M0NGLY
Address: *********************************************************************************************************************************************************************
Initial Complaint
Date:05/10/2024
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.
On 4/2 I placed a purchase on their website where it stated you have 35 days to return items (see attached banner on their website). Given the nature of this company, and ordering from them in the past, things sometimes take a VERY LONG time to arrive. Literally a month or more in the past. So I believed this policy to be 35 days from delivery date. My package arrived on 4/10. When I went to go return items on 5/9 (6 days before the 35 day cut off -- I had been out of town on a vacation so I could not return earlier) they told me it was past the 35 day window. They said the 35 days starts from the ***** date, NOT the delivery date. This is totally misleading advertisement and I have been a loyal customer of theirs for YEARS and never had a problem returning items before. I believe as a consumer they need to be more transparent about their returns. No where in my confirmation purchase email did it state that I have 35 days from the ***** date to return. This should be printed in their email so it is clear to consumers. I would like a refund for the $49 for items they are not allowing me to return, though I was within 35 day from order delivery date.
Business Response
Date: 05/14/2024
Hello dear customer,
We have checked your order and found that it has expired and we are unable to assist you in returning it. We are deeply sorry for this.
We also hope that you can understand that there are corresponding service time limitations. Under normal circumstances, you can return the items within 35 days after purchase. We will reserve time for customers to use and experience the products. If you still have doubts about the processing time, we Your questions will be truthfully recorded and fed back. If there are any quality issues with the item, please contact us again and provide picture proof, once verified, we will provide you with further assistance!Have a nice day!
Customer Answer
Date: 05/15/2024

Complaint: 21694581

I am rejecting this response because: their advertising was deceptive. Their banners all over their website state 35 days to return. There is no asterisk or no mention of that it is 35 days from the purchase date unless you dig into the fine print. Most companies have return policies based on DELIVERY date, because they know that shipping issues can happen. What would happen if my packages were delivered on day 36? Would they have just said too bad? I had a vacation and I wasn't sure if I was going to keep the items or not, and I was within the 35 day period from DELIVERY so I thought it was ok. I ask that they honor my return request, and that they will update their marketing to more upfront that it is 35 days from PURCHASE, not 35 days from delivery, so other consumers do not have the same issue I do. I work in Marketing for a top 200 of the Fortune 500 and this would never fly at our business.

Sincerely,

*******************************
Business Response
Date: 05/21/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.
Our website clearly states that it is within 35 days of the purchase date, please refer to the link:
**************************************************************
If there is no problem with item,we are afraid that we are unable to process your return request.
if there is any issue with items,Please provide us photo proof to confirm it then we will give you a further help.
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 Answer
Date: 06/03/2024

Complaint: 21694581

I am rejecting this response because: I do not stand by their misleading advertisements on their return policy. I will not sign off on something I do not support.

Sincerely,

*******************************
Initial Complaint
Date:05/10/2024
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.
Shein advertises games that you can play to win merchandise or wallet credit. I have played and won many games without an issue. I played Magic Draw and won on 5/09, gaining a wallet prize of $50 credit. I started a new roundthis time for $150 credit. I had to obtain 83 clicks from existing Shein users and 1 new app user. I won, it said I wonbut wouldnt let me redeem. This would have been my 9th win. Shein bots tell me that the game detected unusual activity but cannot tell me exactly what, when my game behavior has not changed from the last 8 games I won. It appears Shein has a silent limit on the number of times you can win and disguise it with abnormal game behavior. Either tell me exactly what was abnormal to justify forfeiture of my prize or give me what I won. $150 wallet credit to my account. Nothing less will be acceptable.
Business Response
Date: 05/13/2024
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 email address related to the game? 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: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

Thank you and have a nice day
Initial Complaint
Date:05/09/2024
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 placed order #GSUNG2540000NX4 on 4.30.24. The order was received 5.9.24. Two dresses purchased. One of the items fit and the other one I could not get my arms into to see if it fit. I went to Shein's site online to request a refund, actually I had other items to purchase so I wanted the refund to go towards the new items. I was not allowed on the site to access my account to request the refund, nor could I go into my orders online. In fact, it did not show any items that I had purchased from them. I only had two orders, the first for postage stamps/Forever stamps and the second one was for the two dresses. Neither order could be found and all I got was the run around from their site. I want a refund for the dress that did not fit. I will never order from this company again. I will tell everyone that I know about this awful ordeal. Nothing is safe anymore.
Business Response
Date: 05/15/2024
Hello,
You may have signed in using a different email or phone number. We recommend that you try using different email addresses or cell phone numbers to find the one you used when you signed up for your SHEIN account.
After verification, your ordering account is nancyawilliams****@icloud.com . Please try to use this email address to log in to your account to check your order.
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
Sincerely,
SHEIN
Initial Complaint
Date:05/08/2024
Type:Customer Service 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 have attempted to SPEAK with a person in the phone about an order I made April 13, 2024. Whenever I call I get a phone number that goes to an answering machine. Whatever time of day I call for the past 3 weeks, answering machine. I cannot get an answer to my question, I cant get a status on my orders, no one will get back to metheres a live chat that generates pre scripted dialogue that doesnt answer any of my questions. A bot sends the same info and non manned phone number. I feel very slighted. I feel there is no recourse to my problem because no humans are available. Its like they get to keep my money and dont have to give an explanation. Its a scam!
Business Response
Date: 05/12/2024
Hello,

I sincerely apologize for the inconvenience.

In order to resolve your problem, we need to check the status of your order. Can you provide a specific order number or tracking code? Also, please describe your problem in detail so that we can solve it for you.

Thank you for your attention and we look forward to hearing from you soon.

Sincerely,
SHEIN
Customer Answer
Date: 05/13/2024

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
Date:05/07/2024
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.
Okay i make a purchase this is the order GSUNG1265000HPS I try to talk with the company bc I never received my package also I called the courrier and nobody help me too many days spend trying to explain that I dont receive nothing and they dont want to send my things or give me my money back cuz I dont have anything I dont receive anything
Business Response
Date: 05/15/2024
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 double-check the package delivery information. Thank you for your understanding~
Initial Complaint
Date:05/07/2024
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.
Ive made a purchase through Shein, which was then to be delivered by a shipping partner Uni Uni. This partner delivered the items to the wrong address. In which a Picture was provided . The package was left across the street days before we figured the item was wrongfully delivered. We put in a claim with both shein which provided no response and uni uni who eventually took responsibility and would ***** us the money back. Its been about a month and no payment nor response from uni uni.
Business Response
Date: 06/11/2024
Hello,
We are sorry for the inconvenience.
After verification, the order you reported has exceeded the processing time limit.
We are unable to assist in processing it.
We recommend that you report back as soon as possible if you encounter related problems in the future.
Initial Complaint
Date:05/07/2024
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 15lb weighted blanket and it was suppose to be here three weeks ago the tracking information they gave me belongs to someone else when tracking it shows a different address Ive contacted support for this issue many times and they dont seem to understand all They can say is it was delivered but it wasnt delivered to me not addressed to me my name or adddres
Business Response
Date: 05/10/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.

According to the internal investigation results, the package was delivered successfully. In this case, we suggest you can contact the courier directly to verify the delivery information of the package again.

If there are no results from the shipping company, you can directly contact the payment platform or your bank to charge back or make a complaint. Thanks for your understanding and patience.

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 Answer
Date: 05/10/2024

Complaint: 21678322

I am rejecting this response because:

Sincerely,

*****************************
my issue is not her package was delivered my issue is you gave me the wrong tracking the tracking I was gave belonged to someone else not my name no my address and *** said this many times now
Business Response
Date: 05/21/2024
Hello,
I'm sorry for the inconvenience.
After verification, your order GSUNL310R001VS2 has been refunded successfully.
If you have any other questions, please feel free to contact us.
Thank you for your understanding and patience!

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SHEIN is NOT a BBB Accredited Business.