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Business Profile

Online Retailer

SHEIN

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

Find a Location

SHEIN has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • SHEIN

      757 S Alameda St #400 Los Angeles, CA 90021-1679

    • SHEIN

      757 S Alameda St #340 Los Angeles, CA 90021-1678

    • SHEIN

      757 S Alameda St #220 Los Angeles, CA 90021-1672

    • SHEIN

      347 S Stimson Ave City of Industry, CA 91744-5423

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/24/2024

      Type:Delivery Issues
      Status:
      Answered
      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 never received my items purchased. They went to a third party shipping company. They delivered to the wrong address. The shipping company lied and said they got my signature. That's not true. I have tried and tried to get this settled but I am not getting any where with both companies. I want my money back for items not received.

      Business Response

      Date: 04/25/2024

      Hello, 

      We sincerely apologize for the inconvenience. 

      In order to resolve your problem, we need to check the status of your order. Can you provide the order number or tracking number ?

      At the same time, we recommend that you check your mailbox at the address nearby or ask your relatives, neighbors, etc. if you have received the package; also contact the parcel logistics provider to confirm that the package has been delivered.

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

      Sincerely,
      SHEIN

    • Initial Complaint

      Date:04/23/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      No order have been placed with Shein.com since 2022 but received a credit card charge on Oct 2023, 100% sure that is a fraud charge. So contacted the credit card company, raised a fraud case. Shein then provided an order information with valid order from an anonymous to credit card company, which is not belong to mine, Was not provided with a order confirmation with tracking information. Credit card company told me to contact Shein but then Shein then told me that they cant do anything about and requested me to contact the credit card company. When i asked Shein about the order tracking number

      Business Response

      Date: 04/27/2024

      Hello,
      Thank you for writing to SHEIN regarding the issue. We sincerely apologize for the inconvenience that you have experienced. We would love to provide further insight regarding this issue.

      We highly recommend that you file a claim against the unauthorized charge in your bank account directly and report it to your issuing bank and local police office to get your money back.
      At the same time, for your account security, please update your bank account password on time.

      For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

      Thank you and have a nice day

      Customer Answer

      Date: 04/27/2024

       
      Complaint: 21616465

      I am rejecting this response because:
      They have been giving me the same suggestion ever since from the beginning, they did not even able to give me the tracking number for the order, they just said that they have shipped the order. This tells me that they are not even want to clarify who is the owner of the account. The phone number on the order is not even mine. 
      Sincerely,

      *********************

      Business Response

      Date: 05/13/2024

      Hi, 
      In order to protect the personal information of our users required by the applicable privacy protection laws in relevant jurisdictions, we currently are unable to respond to your requests for disclosure and sharing of personal information of our users, when such request is made by a commercial organization other than judicial or governmental authorities. 
      We would cooperate with requests arising out of competent authority requirements, please request the relevant judicial authorities or law enforcement agencies to contact us via their official email address.
      Thank you for your understanding and support.

    • Initial Complaint

      Date:04/23/2024

      Type:Product Issues
      Status:
      Answered
      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 a damaged product from Shein and they refuse to refund me and are sending me info on a completely different product saying there is no Issue

      Business Response

      Date: 04/28/2024

      Hello, 

      We apologize for the inconvenience.

      After verification, we can apply for a refund after free return for you, do you agree?

      Sincerely, 
      SHEIN

    • Initial Complaint

      Date:04/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 removed my ability to review merchandise and attach photos so that I can receive points and they will not tell me exactly what I did that apparently violated their terms. I spend THOUSANDS on here every year and their customer service is poor. It makes no sense that they would remove my ability to review items and then cannot give a reason why.

      Business Response

      Date: 05/01/2024

      Hello,
      Thank you for writing to SHEIN regarding the issue. We sincerely apologize for the inconvenience that you have experienced.

      According to our Terms of Use, you *** cannot post a review at this time. This *** be due to the risky behavior on the account or you have violated our policy. If you are interested in other methods of getting more points, kindly refer to SHEIN points here:********************************************************************

      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: 05/01/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is generic and they never help when contacting them directly, but the case can be closed out. I will just no longer shop with them.

      Sincerely,

      *****************************

    • Initial Complaint

      Date:04/23/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Dear Customer Your request *************** has been updated. To add additional comments, reply to this email. 1 Reminder - please DO NOT send NEW emails to this mailbox. SHEIN 2024-04-22 23:32:07GMT-0700 Hi, Good Day from SHEIN US!Thank you very much for reaching out to us regarding this concern.I am deeply apologize for the problem that you are currently facing. We completely understand how upsetting it is to not receive your package. We are sincerely sorry that you have to encounter such an unpleasant experience due to delivery issue. According to the logistics information on the official website, it shows that your package has been successfully delivered on April 15, 2024. You can track your package here : Parcel number:C24041003970219 Estimated Time of Arrival:2024-04-17 ~ 2024-04-19 Parcel status:sign for logistics provider:FedEx Tracking number:273272947075 Shipped time:2024-04-11 00:26:17 Official Website Link:********************************************************************************************************** According to the internal investigation results, the logistics show 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.This is such an unfortunate event for both of us as we truly wanted to assist you further, but our hands are tied with the investigation result. It is recommended that you contact the shipping company directly to verify the delivery information of the package again. I am sure that they will provide you with a better solutions. Once again, we're truly sorry for what you have to experience, the issue caused is not intentional and will benefit neither of us, as we are constantly working hard to provide the best services. We wish that this issue won't happen in the next purchase you made at SHEIN.Kind Regards,SHEIN **************************************************

      Business Response

      Date: 04/26/2024

      Dear customer, according to the logistics feedback, your order has been successfully delivered. Please double-check that your neighbor or family member has signed for it, or contact your local logistics provider for further instructions.

      Customer Answer

      Date: 04/26/2024

       
      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:04/23/2024

      Type:Product Issues
      Status:
      Answered
      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 never received my package. Reached out to merchant they agreed to a full refund then changed their mind

      Business Response

      Date: 04/26/2024

      Hello,

      Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. 

      We have submitted the internal investigation for your issue. Besides, the system shows that your orders are in complaint status. We also recommend that you contact pay-pal to follow up and resolve the complaints.

      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: 04/26/2024

       
      Complaint: 21612739

      I am rejecting this response because: I did not receive my package and you guys offered to give me a refund and decided to change your mind. I also stated that I did not sign for a package which I have told to you guys. Its your job to make sure customers receive their products. This is very upsetting that SHEIN is not doing anything to help this situation. I personally asked on the order to require my signature. I stay in an apartment complex which  is why I requested that. You still failed to do that. I will not stop until I receive my refund . $500 is a lot especially considering I didnt receive my products. 

      Sincerely,

      *********************************

      Business Response

      Date: 05/15/2024

      Hello,
      We are sorry for the inconvenience caused to you. After verification, the order you reported has exceeded the processing time limit and we are unable to assist in processing it. We recommend that you provide feedback as soon as possible if you encounter related problems in the future.

    • Initial Complaint

      Date:04/22/2024

      Type:Product Issues
      Status:
      Answered
      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 has no customer service, no phone number and conveniently their online chat is always off. They dont respond to emails. They use a courier called SpeedX that is KNOWN to be a criminal outfit! I was home. Front door was open. Ive been trying to reach shein and SpeedX since this fake delivery attempt.

      Business Response

      Date: 04/26/2024

      Hello,
      Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.

      The system shows that the package was delivered  successfully.We have submitted the internal investigation for your issue.

      Meanwhile, considering that you are a high-reputation customer, we have given you priority to provide you with a 100% refund  which is $110.1 to your original payment account on 4-26. You will receive it within 1-2 working days. Please check it later.

      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:04/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Order GSUNKL03U00NG3E. I first asked for an exchange. After realizing I did not want the product (and before returning) I wrote to customer service Id like to return the item instead of exchange. I was told I could, I was provided a ********** returned the item. Today, 4/22/24, I received an exchange for the item, instead of a refund. I contacted customer service just to be told by ******** did not do what I said I did (asked for a return instead) and I had to show proof of the previous chat. Finally, *** realized I was correct & the company did not process my return & exchanged instead. I asked for any kind of compensation for the issue as I am having to spend my time contacting customer service, proving I am not lying about getting the return approved for a refund, then having to spend my money on ink, paper & packing to return something I never shouldve gotten in the first place just to be told were sorry after asking for some kind of credit or refund & being told no. It is frustrating that there is no kind of compensation for spending over an hour via chat for something that was not even my fault but the companies, asking multiple times for a supervisor & being ignored, wanting a refund ASAP as it takes weeks to refund, and having to spend my time and money to fix their problem and hopefully by returning the exchanged item will finally get my money back but Im not even sure or trust that would happen as the item is showing $0 to be refunded if I return the item. Id like compensation of $5 for my ******** being spent to return this item. Id also like a refund of $6.11 for this item ASAP as it is showing currently that if I return the item I shouldve never received, Id get no refund as it is deducting a return label fee even though I was told there would be no fee.

      Business Response

      Date: 05/01/2024

      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.

      The system shows that we refunded 6.11USD to your original payment account on April 25 directly. Please check it. Besides, 50 points have also been returned to your SHEIN account as compensation. 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

       
      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:04/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 19 I get an sms text that my order as been delivered but there's no sign of the package I report it to shein they said I should contact my bank and the shipping company because they r unable to place a refund r give me a reshipment I've reach out to speedx multiple times no response and no package

      Business Response

      Date: 04/26/2024

      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: 04/26/2024

       
      Complaint: 21609134

      I am rejecting this response because:

      Sincerely,

      ********************

    • Initial Complaint

      Date:04/22/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Order # GSUNLY21300M9LC for amount $205.49 placed on April 8, 2024. Placed an order for 17 items; chose to return 15 of those items. My estimated refund amount was $185.42. Monday April 15, 2024 - took my return parcel to ****. Tracking # **************************. Parcel shows as Delivered to Agent on April 17, 2024. On Thursday April 18, 2024 I was issued a refund for $13.86. This refund amount was for only ONE item. I have reached out to ***************************** request a "Return Receipt". I no longer have this ticket from the ***** unfortunately. I've been ordering from SHEIN for about 4 years ********** have never required a "Return Receipt" in order to issue a refund. They have not been helpful in resolving this matter. Also, there is no customer service Phone Number on their website (that I can find). They have obviously received my return, as they issued a refund for 1 of the 15 items that was in the package.... no one can provide me an answer as to WHERE the remainder of my refund is. By my calculations, they still owe me $171.56. This isn't a small amount!

      Business Response

      Date: 04/26/2024

      Hello, according to our inquiry, our colleague has refunded your remaining returned goods on April 23, the refund was returned to your bank account, it will be in 2-14 working days to the account, thank you for your patience!

    SHEIN is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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