Business Profile

Online Retailer

SHEIN

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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

3,306 total complaints in the last 3 years.
2,141 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:05/25/2024
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 placed an order march 27, 2023 they were all marked delivered but I have never received them, either they were lost or stolen. I have asked for several months a refund or replacement and they are unwilling to help me . I paid ****** , how can they not provide replacements or a refund. I find it very disappointing and unprofessional they are unwilling to help their consumers .
Business Response
Date: 06/03/2024
Hello,

We 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,
SHEIN
Customer Answer
Date: 06/03/2024

Better Business Bureau:

Here is one of the order numbers I was provided. USUNLN16Y00000019SS
And GSUNLN16Y00N3D1.
Sincerely,

*******************************
Customer Answer
Date: 06/12/2024
My order numbers are GSUNLN16Y00N3D1 and USUNLN16Y00000019SS.

I would like a refund due to not receiving my orders. I have asked for replacements and was denied, and told to contact my financial institution. I have done that yet SHEIN is denying my financial institution.
The orders stated they were delivered and I never received any orders. I have communicated that with SHEIN representative several times and not one person is willing to help except apologize.

I would like a refund for not receiving any part of my order. I dont find it acceptable to pay for items I have not received.

Thank you,

*******************************
Business Response
Date: 06/20/2024
Hello.

For order: USUNLN16Y00000019SS
Sorry for the inconvenience, after verification, your feedback order has exceeded the processing time limit, we can not assist in processing, we recommend that you follow up with the relevant issues as soon as possible feedback.

Order GSUNLN16Y00N3D1:
We are very sorry, according to the internal verification results, the logistics shows that the parcel has been successfully delivered. Since the official website shows that your parcel has been successfully delivered, we are unable to apply for a refund for you.
We suggest you contact the courier directly to verify the package delivery information again. Thank you for your understanding.

SHEIN
Customer Answer
Date: 07/15/2024

Complaint: 21761736

I am rejecting this response because: it was not delivered to me even though it states delivered. I dont find it acceptable.

Sincerely,

*******************************
Initial Complaint
Date:05/25/2024
Type:Service or Repair 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 bought a few dresses in the same size but two do not fit properly. I want to make a return but it is making me create an account. I dont want an account with this company and I should be allowed to do a return without an account. It says returns are allowed but not that I have to have an account. I shouldnt be forced to create an account. I cant seem to find a phone number or working email address to get a free return label. Every email I do find ends up coming back to me. Other companies have a customer service so that you can chat without an account and get your return label. This is stopping me from making a return.
Business Response
Date: 05/29/2024
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 and the sku number of the item that you want to return? 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
Customer Answer
Date: 06/12/2024
Regarding Shein wanting to know my order number and the *** number, can you tell them this info?
Order Number: USUNG405C0000000AGA

The ***s for items I want to return are:

***: sz2403011797400374
***: swdress07201202501
Can they email me a return label to ****************** The whole point of my complain is that they are forcing me to create an account with them just to make a return. I don't ever want an account with them. So even their further solution on 5/29 was to create an account with them to talk to customer service. I just want a return label emailed to me, since they say they do free returns. Please assist. Thanks. ***********************
Business Response
Date: 07/02/2024
Hello
We made a return for you already and you should receive return email via the email account you used to place the order,Hope it helps!
Customer Answer
Date: 07/10/2024
Hello
I did get the label. It was only for one of the items. I put both items in the bag with a note to credit the second one as requested. I hope this works. Thanks.
Initial Complaint
Date:05/25/2024
Type:Service or Repair 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 received my tracking number ************ and ***** stayed my package was delivered I never received my package and the picture proof show a incorrect location. I filed a claim with ***** Case C-*********. ***** advised that ***** would need to reship my items or refund and then they can file a claim directly for reimbursement sign this can only be done by the shipper. SHEIN refuses to investigate and says the package is delivered.
Business Response
Date: 06/03/2024
Hello,
We are sorry that we did not bring you a good shopping experience.
Can we refund the amount of the package to the original payment account of the order?
Customer Answer
Date: 06/03/2024

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 receive detailed itemization of the amount refunded to my card. To make sure it is the amount that I paid for my complete order.

Sincerely,

*******************************
Initial Complaint
Date:05/24/2024
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 significant amount of items and they were shipped through DHL, DHL delivered my package to another state and provided me with an investigation number to give to SHEIN to get my package reordered or my money refunded. They are refusing stating that the package was delivered to contact dhl even after Ive provided them with all of the information from dhl admitting my package was delivered to another state the delivery clearly stated it was delivered to Erlanger ky my shipping and billing address is in ***************
Business Response
Date: 05/29/2024
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 parcel has been successfully delivered, we are unable to apply for a refund for you.

We suggest you contact the courier directly to verify the package delivery information again. Thank you for your understanding.

SHEIN
Initial Complaint
Date:05/23/2024
Type:Product 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 missing items from my order and shein is refusing to replace the items or refund me. I have contacted them through different methods and all I get is the same BOT response. Cant get ahold of a live person through chat. I requested to speak to a supervisor and theyre ignoring me. GIVE ME MY MONEY BACK !
Business Response
Date: 05/29/2024
Hello.

Thanks for getting in touch.
We regret any inconvenience caused to you.
Based on your email or phone number we are unable to find any order information at this time, could you please provide us with the order number in question for our inquiry?
Looking forward to your reply.
SHEIN
Customer Answer
Date: 05/29/2024

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,

Rhyle
Initial Complaint
Date:05/23/2024
Type:Product 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 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 already reached out to Shein directly, providing them with detailed information about my order, including an Excel document with order numbers, SKU numbers, item descriptions, and return status. I also included screenshots of the item listings, invoices, and excerpts from Shein's 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.Additionally, I previously attempted to resolve this matter through Shein's customer service channels under the ticket number GUSTKCSAYSSVXN7, but my inquiry was not fully addressed. I also sent an email to ******************************** and received a standard reply without a resolution to my inquiry.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 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.Thank you for your attention to this matter.
Business Response
Date: 05/29/2024
Hi,
Thank you for your comment.
I have helped you add these 13 items to your return request that you requested on 2024-05-20. You can use this return label to return these items.

Simply present the ** code at your nearest *** store. Note: This return label can only be used once. To avoid additional fees, please return multiple items from the same order in the same package. If your carrier does not accept your return label, please return it to the following address: Attn: -NGF4M0RQ40

SHEIN
Customer Answer
Date: 05/29/2024

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 as long as the refund is issued once the return is complete. Past business practices of SHEIN make me concerned about the validity of their response.

Sincerely,

*******************************
Initial Complaint
Date:05/23/2024
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.
Ordered merchandise from Shein. They delivered wrong merchandise. Items were terrible. Tried to return them but was given a company that wanted to charge me a fee. There is no way to contact Shein directly. Total cost was around $61.82 I want my money back. Wrong items and poorly made items. Once you ordered items you thought were good - that is when they stooped communicating with me.
Business Response
Date: 05/28/2024
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.
It is recommended that you can provide complete and clear product pictures and product packaging pictures including SKC/SKU (if the entire order is sent incorrectly, you need to provide a picture of the package label and product pictures). please noted that incomplete and unclear pictures may affect the verification of issue.
Customer satisfaction is our pursuit and 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.
Thanks for your support and understanding.
Best wishes,
SHEIN.
Initial Complaint
Date:05/23/2024
Type:Sales and Advertising 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 ordered several items from Shein, all were listed as free returns available. I would like to return one item, but the company says I purchased the item under Final/Flash Sales or promotion at the time. This is not indicated on my receipt or the description of the item on their website. I've had a similar issue in the past with Shein, but didn't pursue a complaint because the item cost less than $10. The company used to offer easy returns, but lately I find that they have made returns much more difficult by creating separate orders for multiple items purchased together.
Business Response
Date: 05/28/2024
Hello,
Thanks for your message.
Since you are a loyal customer of our website, we can make an exception for your return request this time.
This item has been added to the return.
You can return this item together with other items.
Thank you for your support.
SHEIN
Customer Answer
Date: 05/28/2024

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:05/23/2024
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 used to write reviews about all items I bought from SHEIN without any kind of violation. My reviews will include only pictures of the product only, price value and quality. On March 2024 they band me from writing a review on the same day I stopped my membership on their SHEIN club. Here is the benefits of writing a review:- Gain 17 points per item which is equivalent to 17 cents - if other customers liked my review I gain more points - I usually write good reviews about items and other customers likes it and it helps them - ********************** owes me in points around $20 Actions I did to fix problem:- I contacted there customer service around 8 times and I have the documents of chat - I have requested to escalate my problem - I opened many tickets to escalate my complaint All above actions getting the same answer which are:- The system band you because I did violation and they refuse to tell me what I did and Im sure I didnt. - I can earn points in different way although I didnt ask for other ways to earn points I was asking you band me from reviewing your products - I may stop shopping for while from their app - Sometimes they close the ticket without replying me - now they band me from chatting and they allow tickets only I have all documentation needed and chat/tickets history They didnt deny that they band me from writing a review because I stopped my membership for SHEIN club. I know they arent honest that I did violation because I didnt and I have revised all my reviews and there is no violation.I need my right to write reviews on all items to be able to collect my points/money. If you get the reply that I did a violation please ask for it and a proof of my violation.I feel scammed, used and abused.Thanks ************************* Senior Application Developer
Business Response
Date: 05/28/2024
Hello,
Thanks for your message.
Per our Terms and Conditions, commenting is currently unavailable on your account.
This may be due to unusual account activity or a violation of our policies.
Due to system limitations and policies, we are unable to tell you the specific cause of the exception, please understand.
If you are interested, SHEIN has other ways to earn points.
For details, please refer to our SHEIN Points Plan:
********************************************************************
SHEIN
Customer Answer
Date: 05/28/2024

Complaint: 21749938

I am rejecting this response because:
I didnt do any violation when I contacted them they send my their rules and I didnt do anything wrong or any violation or anything against their rules.
They can easily send us the violation I did which the system detect.
Im sure I didnt do any violation. The only thing I did that I stopped my SHEIN club membership then next day i wasnt able to write a review.
I need my right to write a review not only for points but also this is my right to write a reviews and banding me without a proof of my violation is considered as abuse.
Sincerely,

*************************
Business Response
Date: 06/02/2024
Hello,
Thank you for your message.
This is an automatic analysis performed by our system and we have no way of knowing the exact cause of the anomaly.

If you are interested, SHEIN has other ways to earn points.

Please refer to our SHEIN Points Program for details:
********************************************************************

SHEIN
Customer Answer
Date: 06/17/2024

Complaint: 21749938

I am rejecting this response because:
Shein customer service told me that technical team can fix this problem and they did unblock me for 24 hours only.
Shein is doing this with me to stop me from writing bad reviews if I got an item with a defect. Shein doesnt want me to warn people. Im always honest in my reviews and I write my reviews with the good side and sometimes tips for other like getting size up or down, if fabric stretchy or not.
Im a software engineer and I know that they can fix it because they can control the system.
Also I have a record of all my reviews if they need to revise it.
Sincerely,

*************************
Senior Application Developer
Initial Complaint
Date:05/23/2024
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 purchased a very large order from SHEIN and never received my package. I reached out to SHEIN in an attempt to obtain a re-delivery or a refund and Ive repeatedly gotten the run around via email. There is no customer service number and it takes 2-3 days to receive a response via email. The carrier/DHL wont allow me to file a claim and stated that SHEIN would have to file a claim for the missing package but theyve refused to do so. Since my package was lost or stolen, a supervisor from DHL even suggested an alternative, which would be for SHEIN to submit a letter on company letterhead allowing to file a claim and agreeing that they wont be compensated if DHL reimbursed me. I have asked several times for the letter or for a claim to be filed and SHEIN has failed to comply.. Do not waist your money. Its been 2 months and I still dont have my items or my money.
Business Response
Date: 05/28/2024
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 you refer so that we can help you?Look forward to your kind reply!

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SHEIN is NOT a BBB Accredited Business.