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:04/29/2024
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 a $86.37 order with shien on 11/17/2023. 2 weeks go by and no products received. I contacted them twice about it and they said they were to refund me. I accept the refund and wait. I never got it. Now they're saying it's past the window to receive a refund and refuse.
Business Response
Date: 05/02/2024
Hello,
Thanks for your message.
We have processed the refund to your payment account.
You will receive your refund within 1-2 business days.
Thank you for your patience and understanding.
SHEIN
Initial Complaint
Date:04/29/2024
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 from SHEIN as I have done for years and been a loyal customer. I received some items in the first round of shipping. After some days pass I check for the remaining items on the app. It is very confusing as the second shipment wasnt clear what would arrive in that and the app kept asking me to **** the items I received. I finally go to ***** to track the package and they have ****ed it as successfully delivered. The picture they have taken with my items on the floor showing delivery is not even my house. I do **** it as wrong delivery on ***** app. I send an email to SHEIN and receive this reply. US-*****-PH SHEIN 2024-04-22 09:53:16GMT+0800 Hi again! Thank you for your prompt response!We humbly apologize for the inconvenience caused and regret that you experienced this.According to the verification results, the logistics shows that the package has been delivered successfully.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 check the delivery address. If the address is correct, please double-check your mailbox, front door, building/apartment front desk or ask your neighbors to sign for it. At the same time, it is also recommended to contact the courier for reconfirmation directly.We are hoping for your kind understanding on this.This reply dismisses my complaint about the incorrect delivery. And never addresses the problem. Who verified the package they are saying was delivered. As the customer wouldnt I be the one to verify the package? Shouldnt there be some kind of investigation into how I could get the first package but not the second, after years of buying from SHEIN I expected more from them. Their lack of customer service and improper verification of address are a slap in the face after years of being a loyal customer. And I do want a partial refund for the items in the second order I never got.
Business Response
Date: 05/03/2024
Hello,
We're sorry, but according to internal investigation, the logistics shows that the package has been successfully delivered.
Since the official logistics website shows that your package has been successfully delivered, we are unable to apply for a refund for you.
We recommend that you contact the courier directly to double-check the delivery information of your package.
Thank you for your understanding~
SHEIN
Customer Answer
Date: 05/10/2024

Complaint: 21638569

I am rejecting this response because: This is nothing different that what they have already told me. They made no effort to look into the problem.
I paid for delivery. The first package was delivered the second was delivered to someone else.
How they decided to break up the packages was not up to me. You all decided to deliver multiple packages.
I did not hire FED ex to deliver my package.
You all made that arrangement.
Why would I have to contact them and do our job for you??
Why does that fall on top of my shoulders?
I have been a loyal customer for years and this has never happened before.
Did you even look and see the amount of money I spent with your company?
I am being treated like a liar and I wont be buying anything else from Shein.
I will also be letting everyone I know that this occurred to me.
I also complained about FED EX's service. I'm not understanding how if FED EX has delivered to me countless times before how they are still getting my address wrong.
The lack of customer service is baffling.

Sincerely,

*************************
Business Response
Date: 05/22/2024
Hello,

After verification, your package has been confirmed to be delivered. If you have any questions, we recommend that you contact the logistics provider for inquiry.
Thank you for your understanding and cooperation!
Sincerely,
SHEIN
Initial Complaint
Date:04/28/2024
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.
The app says that my package has been delivered and I still have yet to see my package.
Business Response
Date: 05/03/2024
Hello.

Thank you for contacting us. We regret any inconvenience caused to you.
To avoid any misunderstanding, are you referring to the following orders that were not received?
USUNLA13*******M2HJ:
GSUNLA*******3U6
GSUNLA*******3U3
GSUNLA*******3U5
GSUNLA*******3U4
GSUNLA*******3UT
GSUNLA*******3UQ
We look forward to hearing from you.
SHEIN
Initial Complaint
Date:04/28/2024
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.
Ive tried contacting customer service for several days now and they have given me a runaround and continue to close out my request for help without providing a solution. I continue to repeat my information and they continue to close my tickets ignoring my requests. Ive provided ticket information from ***** and they could not find the packages. They continue to deliver to the wrong street and they lost my purchased items priced at $140.01 and my free item priced at $74.10. Im over this company and I just want my refund for both packages lost.
Business Response
Date: 05/02/2024
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 on 20 Apr 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: 05/02/2024

Complaint: 21637058

I am rejecting this response because:
It is a constant repetition of denying responsibility. *** repeatedly said thats I DID contact the courier first and they concluded their investigation and could not find the package since it was delivered to the wrong address. Ill repeat it again since thats what are missing. It was delivered, yes, to the WRONG address!! So it was NOT successful. Which brings the responsibility to the original party and which is Shein. My bank is not responsible unless it is a fraudulent charge. So if Shein refuses to refund my money for goods and services I purchased, then it becomes a Shein scam. Im taking the proper steps to have a proper lawsuit. The customer service of ********************** is a scam. I have years worth of unresolved scams both systematically and in delivery. You have the evidence, I have the evidence. You pretend to not have solutions instead of doing your job right. I bought goods and paid money, and you keep them both. On multiple occasions. Thats not only negligent, its fraudulent
Business Response
Date: 05/17/2024
Hello, we noticed that your order GSUNL917W00N0H3 has been requested for a return, our warehouse will refund you for the rest of the order once we receive your returned item.
For other orders, 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: 06/03/2024

Complaint: 21637058

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:04/28/2024
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 4/22/23 a package was delivered to the incorrect address. I called ***** on 4/22/24 after the I left the incorrect address; order was placed by ***** to locate the missing package from Shein. On 4/23/24 & 4/24/24 the ***** driver & his manager came back to the incorrect address to obtain the missing *************** was no answer. ***** stated that ***** would need to file on claim behalf because on the package being truly missing & has been documented. I have spoken with several ***** on the phone & in person as well as Shein representatives through ************* website since 4/23/24 in regard to missing package. As well as providing the correct address ring camera footage from 4/22/24 at 6:55 pm (front/back door) showing the package was not received. On 4/27 I went to the local ***** at ******************************************************************* spoke with the manager. He stated that everything was documented about the package being place at the wrong address. That I should contact Shein to have them file a claim. I have contact Shein since this occur & they state I have to contact ***** back the package is marked delivered. There is no resolution with either company in regard to this happening. All necessary proof has been provided to both companies along with my ring camera footage for 4/22/24 (front/back) showing the package wasn't received & I've also attempted to get the package and it was gone at that location & no answer. On 4/25 I filed a claim with ***** Case#C147027130 Tracking#************ case has been closed & still unresolved. This is unprofessional between both companies in regard to this matter & the package still ************* being charged for this mistake that ***** driver made & Shein doesn't want to honor anything.
Business Response
Date: 05/02/2024
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 on 23 Apr 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
Initial Complaint
Date:04/28/2024
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 have ordered from Shein in March 22, 2024 my order# GSHNKE56400MLGM, I have paid CAD$843.39. I have returned everything in my order as soon as possible when I learnt that my dad got into a car accident, and he needs the money more than I needed the items. The return items were delivered on April 10, 2024 and it has been 18 days since it has been delivered but no updates to me at all. I keep contacting their customer service but they said that they do not have the item that I have returned. They have told me that they cant do anything about it although I have provided the return receipt. Please I really need the money back for my dads medications.
Business Response
Date: 05/02/2024
Hello, we are sorry that after confirming that your order is in complaint status, refunds are temporarily unavailable.
We recommend that you contact your payment platform to follow up and resolve the complaint.
If your complaint has been resolved, please contact us as soon as possible and we will Verify the status of your order as soon as possible.
If you have any questions about your order later, please contact customer service first.
**********************
Customer Answer
Date: 05/14/2024
I am not satisfied with what Shein have replied to me. I have not yet received a refund although I have returned everything that I got. I have filed dispute case to my payment, however they are still reviewing my case. So I want you guys to help me and get my refund please. I need it for my dad.
Business Response
Date: 05/22/2024
Hello,

After verification, our warehouse has not received your returned goods. We recommend that you contact the logistics provider for inquiry.

Thank you for your understanding and cooperation!

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

Complaint: 21636877

I am rejecting this response because: I have returned all of the items, and I have contacted the carrier they have said to contact the business. I did and you guys dont want to issue a refund for the money that i spent although I have already returned all of the items. The money is really important to me, because I will use it for my dads medication, as I mentioned that he just got into a car accident recently. So please just give me my money back.

Sincerely,

***************************
Business Response
Date: 07/05/2024
Hello,
We recommend that you contact the post office to inquire about the actual delivery location of the package.
We ask for your patience and understanding.
Initial Complaint
Date:04/28/2024
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 have placed two orders with this company. One totaling $519.87 and one totaling $580.76. Of the two orders more than 80% of the items either were unusable due to absolutely inaccurate sizing or completely and entirely nothing as described. I have had to spent hours modifying and paying to have the items fixed. I have repeatedly reached out to customer service where they wanted me to take photos and then they would assess whether they would refund. The first individual I dealt with was rude, demanding and condescending. I have never experienced such an abhorrent treatment by customer service. I repeatedly explained that photos of the issues would not be appropriate because the items do not fit and/or are sheer and its completely unreasonable to request over 50 photos. I am now to the point I want a refund for both the orders because this was a months long issue with no resolution.
Business Response
Date: 05/02/2024
Hello
After check, you've DM'd us on ******** right? Our customer service has also responded to you. Please check it in time and communicate with our customer service. We will try our best to solve the problem for you. Hope it helps!
Customer Answer
Date: 05/02/2024

Complaint: 21636164

I am rejecting this response because the company is still refusing to assist without providing over 50 photos of items that do not fit and/or are sheer and they are continuing to talk in circles. I have repeatedly reached out and repeatedly explained the situation to no avail. I want a refund as *** repeatedly said due to the gross negligence on their part and me having to spend MY OWN MONEY to fix their crappy products because they wouldnt provide any sort of help. Its like talking to a brick wall.
Business Response
Date: 05/15/2024
Hello,
I'm sorry for the inconvenience.
Could you please provide your order number and describe your problem in detail?
We'll help you check it out.
waiting for your reply.
Customer Answer
Date: 05/17/2024

Complaint: 21636164

I am rejecting this response because:
The order number is USUNL425Y000000MEFT. After repeated attempts to reach out to customer service including ******* where I still have not received a response, I have filed these complaints. I sent very specific screenshots of what did and didnt fit. The problems range from items being completely sheer to not even being close size wise. Your agents requested over 50+ photos of the issues after repeatedly explaining that taking that many photos of items that dont fit is completely unreasonable and inappropriate. I have now had to spend my own time and money as well as going through unnecessary stress to try to fix the items and have given the ones that couldnt be fixed away because you refused to help. I am requesting this order be refunded. I am willing to work with your company on this given both my orders had the same Issues the other order being GSUNA225Y001B63. Please email me at *************************** or send a response here. I am more than willing to send screenshots of what did and didnt fit/was completely unusable. Thank you.

Sincerely,

*************************
Business Response
Date: 06/10/2024
Hello,
Thanks for your reply.
We are sorry for the inconvenience.
If there is indeed a problem with the product, we still recommend that you take a photo of the product problem and send it to us so that we can verify the problem and give you a solution.
Thank you for your cooperation and understanding.
SHEIN
Initial Complaint
Date:04/28/2024
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.
Taking money out of my account for an order and my credits and refusing to refund. My bank had to settle it. They will not listen to anything you tell them they always assume you are lying about everything and try to gaslight you. Their puppy game is broken they say they will fix it and they swear up and down they did or you are the issue instead of fixing it and blowing people off and closing cases they tell you what they want and dont respond in a professional manner. Ive used this for business for years amount shown is what *** spent in total Im very disappointed and dissatisfied
Business Response
Date: 05/08/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. We would love to provide further insight regarding this issue.
Check that your order was canceled without payment. If you are debited, we recommend that you contact your bank/payment platform to cancel the transaction. for game,if you still have issue,Please show us screenshot so that we can have a further check.Have a nice day!
Initial Complaint
Date:04/27/2024
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.
I have tried to resolve my issue with them but they won't without a SKU number that was supposed to be attached to the product they sent. The product I received did not have any packaging and did not have a SKU. Now they will not help me
Business Response
Date: 05/08/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. We would love to provide further insight regarding this issue.
To avoid mistakes, do you mean you received wrong item? If so, please tell us the order number and product SKU of this item. If not, please provide us more details about the issue. We will help to check and give you assistance. Thanks for your patience and cooperation.

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:04/27/2024
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.
Placed online order on 4/18, with expected delivery date of 4/25-4/26. On 4/23 I was sent an email from ***** advising that the package was out for delivery. At 10:38am on 4/23 the package was marked as delivered by *****, with no picture included. I immediately searched my front door, mail room, and room with parcel locker to see if package was left on the floor. I was unsuccessful with locating the package and immediately followed up with ***** to make them aware. ***** advised they would contact driver and have them retrace their route to find where package was left. As of 4/24 I contacted ***** to follow up, and they advised to allow another 24hrs to contact driver, but package was marked as delivered to a locker. I contacted Shein to make them aware of the issue on this same day, and received an automatic response after having a live chat with an agent that I would not be refunded for my entire order due to ***** marking the package as delivered. I opened a new request with Shein to look into the lost order on 4/25 including the claim number provided by *****, Shein once again responded that I would not be refunded since package was marked as delivered. I followed up on that response on 4/26 explaining that ***** still not having made contact with the driver at the point, they were stating package was lost. Shein then responded to that message on 4/27 explaining I would need to dispute charge with my bank. ***** has since closed the case that I had open with them marking the package as lost, the leasing office has checked the parcel lockers and confirmed no package is in them with my name. Both companies are refusing to refund for this package, and both a taking no fault.Shipment orders: GSUNLK22U00N5Y4 GSUNLK22U00N5XJ GSUNLK22U00N5YT GSUNLK22U00N5YU GSUNLK22U00N5XP GSUNLK22U00N5YC GSUNLK22U00N5Y0 GSUNLK22U00N5XE GSUNLK22U00N5XV GSUNLK22U00N5YM GSUNLK22U00N5YN GSUNLK22U00N5YW GSUNLK22U00N5XD GSUNLK22U00N5Y2 GSUNLK22U00N5Y1 GSUNLK22U00N5YQ GSUNLK22U00N5Y3
Business Response
Date: 05/15/2024
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

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SHEIN is NOT a BBB Accredited Business.