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

3,381 total complaints in the last 3 years.
2,168 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:12/17/2023
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 am so frustrated with SHEIN I dont know what happened but now we get packages individually. You dont get it all at once and when you return something they give you a partial refund instead of the full one I have used them for years and they always have a lame excuse. I just wanted to share with others because you never can speak to a person ever. As soon as I get my full refund, I am closing my account. Does anyone know if we lose points because I have spent so much money with this company, they are losing a loyal customer
Business Response
Date: 12/22/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact Customer Service 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.
We'll be glad to help you further.
Initial Complaint
Date:12/17/2023
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 ordered from this business and my package was supposed to be delivered by the lastest 12/13/23 its 12/15 and when i contacted them they said IF I GET MY PACKAGE but when and offered me coupons to shop from there again
Business Response
Date: 12/21/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact Customer Service 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.
We'll be glad to help you further.
Initial Complaint
Date:12/17/2023
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 an order November 28th delivery should have been the 6- 10th and after being asked to wait until the 16th still no order or refund
Business Response
Date: 12/21/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact Customer Service 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.
We'll be glad to help you further.
Initial Complaint
Date:12/17/2023
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.
SHEINs promotional programs, are all scams!! You have to refer x amount of new users, then you are promised a prize at the end. In my case, I was promised a $150 coupon bundle, and a $150 store credit. So, when I get down to my last new user, the game glitches, I was right there watching the new user sign up, and yet I hadnt received and notification about it. So I login and check the app, THEY RESET MY GAME SO THEY DIDN'T HAVE TO PAY ME!! Upon contacting customer service, I was told that they were aware of the technical issue, and give them 24 hours to solve it. Then this morning I receive an email saying since there was no winning record associated with my account. Of course there wasn't! You reset my game when my new user clicked the link!!I am so frustrated at the deceptive business practices going on here!! It takes alot of convincing sometimes to refer a new user, and ********************** never intended on fulfilling their end of the deal. Waste of my time!
Business Response
Date: 12/21/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact Customer Service 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.
We'll be glad to help you further.
Initial Complaint
Date:12/16/2023
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 package on December 3rd paid extra for a rush delivery. Stated that delivery would be here December 10th or 11th. Tracked package through DHL and it said that package would arrive on December 14th. Refreshed DHL on December 15th and now there is no delivery date at all. Today is December 16th and still no package, no updates, nothing. Spoke to DHL and they said that the package has been in ********* since December 9th. Because of the holiday season it is backed up. I ordered at the start of December so I dont believe that. SHEIN wont let me cancel my order since its still in route, and I cant start a return/refund of the item since I havent received anything yet. I just want my money back so I wont ever have to deal with this company again! Won't be ordering from SHEIN again I'm disappointed!
Business Response
Date: 12/20/2023
Hello, sorry for any inconvenience.
To protect your privacy, we suggest you contact our customer service through this link: **************************************************************. Please 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. Thank you and have a nice day!??
Customer Answer
Date: 12/20/2023

Complaint: 21016102

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:12/16/2023
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.
Order number: GSUN9S52A00NJK5 Order was placed on 10/31/2023. Shein stated order arrived by postal service on 11/12/2023. Shein has never split an order and delivered parts by postal service. I never received the item and Shein doesn't provide questions pertaining to missing items and has no working telephone number. Also, another portion of a 2-piece was missing and Shein sent a portion of the refund as a store credit. There's no way to contact business, or it's very difficult find. Poor, unethical practice.
Business Response
Date: 12/20/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact Customer Service 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.
We'll be glad to help you further.
Initial Complaint
Date:12/16/2023
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 am writing to bring to your attention an issue I am currently facing regarding two separate orders that I have not yet received. I have made numerous attempts to contact customer service through various channels, but unfortunately, I have not received a response.The order details are as follows:Order Number: GSUNA4213001C70 Order Number: GSUNR12180000YT Despite my efforts to reach out, I have not been able to obtain any information regarding the status of these orders. It is concerning that I have not received the products, and the lack of communication has added to the uncertainty.I kindly request your assistance in investigating the status of these orders and providing me with an update at your earliest convenience. It is crucial for me to understand the current situation and receive clarification on the delivery timeline.I understand that unforeseen circumstances may arise, and I appreciate your prompt attention to this matter. Please let me know if there is any additional information or documentation required from my end to facilitate the resolution process.I am hopeful that we can address this matter swiftly and efficiently. Thank you for your understanding and assistance.Best regards,************************* ********************************************************************
Business Response
Date: 12/20/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact Customer Service 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.
We'll be glad to help you further.
Customer Answer
Date: 12/20/2023

Complaint: 21013968

I am rejecting this response because: I am writing to bring to your attention an issue I am currently facing regarding two separate orders that I have not yet received. I have made numerous attempts to contact customer service through various channels, but unfortunately, I have not received a response. The order details are as follows: Order Number: GSUNA4213001C70 Order Number: GSUNR12180000YT Despite my efforts to reach out, I have not been able to obtain any information regarding the status of these orders. It is concerning that I have not received the products, and the lack of communication has added to the uncertainty. I kindly request your assistance in investigating the status of these orders and providing me with an update at your earliest convenience. It is crucial for me to understand the current situation and receive clarification on the delivery timeline. I understand that unforeseen circumstances may arise, and I appreciate your prompt attention to this matter. Please let me know if there is any additional information or documentation required from my end to facilitate the resolution process. I am hopeful that we can address this matter swiftly and efficiently. Thank you for your understanding and assistance. Best regards, ************************* ********************************************************************

Sincerely,

*************************
Business Response
Date: 01/31/2024
Hello
Both orders shows delivered already,Hope you have received.
We will continue to improve our service based on your feedback .Please believe that we adhere to the principle of customer first and hope to provide you with better service in the future.
If your issue was solved, will we know if you are satisfied with our service? We will appreciate it.??
Customer Answer
Date: 01/31/2024
I didnt receive anything
Complaint: 21013968

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:12/16/2023
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 order $295.96 worth of products from Shein on 8/30 trying to find an outfit for a bachelorette party. There was a huge hassle with receiving the items as they kept trying to make me sign for it even though I released the package without signature. Finally the carrier made me change address. I changed it to my work address and still had never received it over a month later. Screen shots are attached of the conversation with carrier as well with proof that part of the package was never received and delivered to the wrong address. Shein has a policy you have to return all items from the order together at one time, so I was waiting for my missing items to show up before returning everything and missed the return window. I tried multiple times to chat with Shein, but their system was down so I disputed the charge with my bank. Once I finally was able to reach Shein, I cancelled the dispute with my bank. I reached out to Shein to make them aware of this and asked to be allowed to return the items, as well as a refund for the items never received. They are refusing to assist me. Asking me to wait 6 months to do the return almost a year later is unreasonable.
Business Response
Date: 12/20/2023
Hello, sorry for any inconvenience.
To protect your privacy, we suggest you contact our customer service through this link: **************************************************************. Please 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. Thank you and have a nice day!??
Initial Complaint
Date:12/15/2023
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 on November 30th and received my tracking information for a delivery between Dec ****. The tracking information for OnTrac constantly showed incorrect information. Starting on the 9thw when the package was not delivered OnTrac updated to delayed delivery with the next day for expected delivery. This has happened everyday until 10/13 when it says the package is no longer in the local facility but now in **. I have contacted both OnTrac and SHEIN to have this issues resolve. OnTrac said the investigation was closed and I have to contact the seller. I want a full refund. I feel like both businesses are full of it.
Business Response
Date: 12/16/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may contact Customer Service 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.
We'll be glad to help you further.
Customer Answer
Date: 12/17/2023

Complaint: 21011716

I am rejecting this response because: there is no response de. It only tells me to contact customer service.

Sincerely,

******************
Business Response
Date: 04/22/2024
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:12/14/2023
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.
SHEIN stole my money I returned 36 items to them. On their web page it shows they received my return. When I asked for my refund in the amount of ****** cents they told me use the link and customer service chat. THESE ARE NOT REAL PEOPLE. Im lease believe me no one will answer you. The Bot asks for you order and tracking number over and over and then gives you fake messages saying please heck you ************ post office. There rerun labels are **** Im have sent 103 messages to with with pictures showing they received the product. All I get back is please click this link and select your question. Please do not accept a reply telling me to send a tracking number or an order number or a link. It is a lie no one will ever talk to you. Im lease if there is any way I can upload a photos. Im habe proof of the bot replies, proof they got their items backs and proof not matter what platform you use you will never get a reply from anything but a bot. I tried ********* tictok, ***************** It hey blocked me on Instagram for asking for my money. ?? f they send a link please try clicking on it and watch the bot will NEVER Answer your question. P lease he to stop this company. Please do not accept a request for a tracking number, an order number that r a link as an acceptable answer I is a lie. Im have 5 tickets with them online. Im cane send them, you can see the way the ignore people with bots. Read reviews no one has ever made contact with a human It is bots only
Business Response
Date: 12/16/2023
Hello, sorry for any inconvenience.
To protect your privacy, we suggest you contact our customer service through this link: **************************************************************. Please 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. Thank you and have a nice day!??

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SHEIN is NOT a BBB Accredited Business.