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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:03/11/2024

      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 placed an order on 2/20/24 but when I placed this order I updated my address. A delivery attempt was made on 2/29/24 and it was returned to sender. I then contacted the company about this issue and they reissued my package. I was in CONSTANT contact with this company regarding my address and confirming that everything was correct, which they confirmed. They said the new delivery date was between 3/10/24-3/12/24 it is now 3/11/24 and theyre saying a delivery tempt was made but not complete due to incorrect address. Ive been to my local office twice today there is NO package that was even in route with my name. Also the tracking number was never updated with the reissue of this package.

      Business Response

      Date: 03/27/2024

      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? 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:03/10/2024

      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.
      I have order thousands of dollars from this company thru Afterpay. All of a sudden I try to place order and it says account froze due to irregular activity. Don't know what that means. Adterpay does not know why. And I have sent over a dozen messages, emails, service tickets and get no response. This has went on for over a month. I would like to order from them . Nobody can seem to figure out why this has happen and I have received 0 help in resolving this.

      Business Response

      Date: 03/25/2024

      Hello,

      I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers.

      Sorry to hear that your account has been suspended due to irregular activities. We really want to help you, but we can't process it on our side because it's automatically system-operated.
      However, if your account keeps a good credit, the limitation will be lifted in the future. Hope you can enjoy a nice shopping experience with SHEIN in the future. Thank you for your support.

      Best regards

       

    • Initial Complaint

      Date:03/10/2024

      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.
      Placed an order in September 2023 totaling $61.38 and the order was delivered. However, the app did not notify me of the delivery or was the tracking status updated, hence, the package was stolen before I even knew it was delivered. I disputed but failed because SHEIN claimed it was delivered although I do not have the order. Its in March 2024 and SHEIN still hasnt refunded me. I was told that I need a police report but who would really file a police report for a $60 loss? Additionally, the goods were not delivered to my hands.

      Business Response

      Date: 03/24/2024

      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? 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

    • Initial Complaint

      Date:03/10/2024

      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.
      I made two order with SHEIN one says dekivered dhl never. My package I have security cameras never seen dhl their refusing my ************************************************************************************************************************** contact with any one

      Business Response

      Date: 03/24/2024

      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? 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: ********************************************************************** you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

      Thank you and have a nice day!??

       

    • Initial Complaint

      Date:03/09/2024

      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.
      Company shipped an incorrect item instead of the item that I ordered. I understand that mistakes happen. The problem is that Sheins customer service department is repeatedly asking for information already provided. I have even provided pictures and screenshots of the information and proof that it has already been submitted. The truly frustrating and insulting part of this exercise is that they wait almost the full twenty-four hours of their alloted response time to request the same information again and again. I am not seeking punishment. I simply want the issue resolved without more time wasted on my part. Because if i do not watch their responses and quickly respond with the requested information, the case will be closed for non-response on my part. They need to send me the item that i ordered or a refund. If they want the incorrect item, I will happily send it back to them on the condition that they provide return shipping materials and costs. I am not unreasonable.

      Business Response

      Date: 03/24/2024

      Hello,

      I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority. We are constantly working to improve our service quality.

      The system shows that the full refund 1.40USD has been returned to your SHEIN wallet for this order GSUNKQ52100N3PG. Please check it.

      Best regards

       

    • Initial Complaint

      Date:03/08/2024

      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.
      This company shein have no contact information and I have received items I paid for that is not the size of which I ordered and I cant contact them to return the items

      Business Response

      Date: 03/23/2024

      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? Please also send us the photos of item and packing with product SKU label on it. The attachment is for your reference.We will help to check and give you assistance. Thanks for your cooperation and patience.

      Besides, you can also contact our customer service through this link: *******************************************************************; Please type your question directly in the message box to get an answer or solution. 
      Or you can contact **************** by app.
      Click "me"-->support-->customer service-->type your question directly in the message box to get an answer or solution.
      If the answers don't match, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap. 

      Best regard.

    • Initial Complaint

      Date:03/07/2024

      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.
      SHEIN is using ****** to ship orders at a cheaper rate . These people are taking pictures of the packages on the step and then stealing them . I have cameras and I am going to file a police report . My order was taken yesterday . I can't get in contact with anyone . I will complain every day until this matter is resolved . My order number is GSUNK4600001FP6

      Business Response

      Date: 03/23/2024

      Hello,

      I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.

      The system shows that the full refund 17.95USD, 120.31USD, 9.91USD and 3.31USD has been returned to your original payment account. Please check it. 

      Besides, your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. For further assistance, you can contact our customer service through this link: ********************************************************************** you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

      Thank you and have a nice day!??

    • Initial Complaint

      Date:03/06/2024

      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 sent a return package to SHEIN on 12/19/2023.But looks like the package was lost by the shipping courier. The shipping courier was assigned by SHEIN, I dont have any contacts of this shipping courier. And SHEIN said they are not able to process the refund because the package was not delivered.When I reached out to SHEIN, they said I should contact the courier, but I dont have the contact information. I am so frustrated.

      Business Response

      Date: 03/23/2024

      Hello,

      I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.

      The system shows that we truly didn't receive your returned items, so a refund is unavailable. But the refund will be arranged within 7 days after the receipt, so kindly wait till the return parcel is delivered to the warehouse first or confirm it with the shipping carrier directly. Here is the link of **** website *********************. Please check it. Thanks for your understanding and patience.

      Best regards.

       

       

      Customer Answer

      Date: 03/23/2024

       
      Complaint: 21392650

      I am rejecting this response because:
      The shipping company is not ***** **** forwarded the to an SHEIN assigned company and the package got lost.

      it is not my responsibility to make sure the item is delivered, because from the tracking information we could see, **** forwarded the package the the company 

      Sincerely,

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

      Business Response

      Date: 04/29/2024

      Hello,

      Thanks for your reply. We sincerely apologize for the inconvenience that you have experienced.

      We have followed up with our corresponding department to investigate it and got feedback that we truly didn't receive your returned items, so a refund is unavailable. But the refund will be arranged within 7 days after the receipt, so kindly wait till the return parcel is delivered to the warehouse first. 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:03/06/2024

      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.
      I have ordered a lot of things from them I have taken a photo to show them that the delivery was left at the wrong door but they refuse to help me and so Im just completely out of almost $700 they are horrible to customers and dont solve any problems and take days to respond instead of helping me fix the issue below I will attach a photo of where the order is saying it was left and then a photo of my door they refuse to take that into consideration and wont fix the problem

      Business Response

      Date: 03/23/2024

      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. We will help to check and give you assistance. Thanks for your understanding and patience.

      Best regards

    • Initial Complaint

      Date:03/05/2024

      Type:Order 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 ordered items order #USUNAJ37W0000002CMU. Payment made December 11, 2024. Wrong address put in for delivery should be ******************************************************************************** . Contacted Shein on several occasions to request refund. Was told up to 2 weeks. Requested refund several times. Please send refund check $190.36. Items were never delivered.

      Business Response

      Date: 03/23/2024

      Hello,

      I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.

      The system shows that the full refund 8.94USD,1.74USD,11.91USD,161.52USD, 4.68USD and 1.57USD has been returned to your original payment account. Please check it.

      Best regards.

       

    SHEIN is NOT a BBB Accredited Business.

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