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

Customer Complaints Summary

3,451 total complaints in the last 3 years.
2,146 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:01/16/2024
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 reached out to Shein for the two cups that were delivered broken. The agent did not want to assist at least I provided a photo of the broken cups. I mentioned there were small pieces everywhere in the shipping box where the clothes I ordered had to be washed right away. I am planning to return the entire order. I am requesting the entire refund.
Business Response
Date: 01/18/2024
Hello, sorry for any inconvenience. We will improve our service.
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:01/15/2024
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.
Date of transaction 01/15 I had a promotion show up that was by three items get one of the items at 100% off .. I added three qualifying items to my cart and it did not honor the promotion. I am not asking for a full refund on my order, I literally just want a refund on the item that was in the qualifying promotion. I have provided photos showing that the three items I purchased show up under this promotion.
Business Response
Date: 01/18/2024
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: 01/18/2024

Complaint: 21149986

I am rejecting this response because:
I have already tried this multiple times and it just keeps going in circles. Nobody is understanding my issue and even though I am providing all the proper information, they are asking the same questions.

Sincerely,

*****************************
Business Response
Date: 04/21/2024
Hello,
I'm sorry for the inconvenience.
We have refunded the money to your original payment account.
Thank you for your understanding and support.
Have a nice day.
Initial Complaint
Date:01/15/2024
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 was playing the Shein Majic Draw minigame to win $300 credit and I finally finished when I got multiple friends to get shein for me, and I won it. Then it moved on to tell me that I am not allowed to get my prize because they felt something was wrong. Turns out that the minigame ended a couple days before, but they decided not to delete it off of the minigame page. I allowed them to get more money from giving them more customers and now I dont get my prize.
Business Response
Date: 01/18/2024
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:01/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a blazer suit from these ppl and I never received my item. It suppose to have arrived by ***** I checked around my house and check my mailbox and I have not seen a package in sight the day of delivery date. I contact customer service and they never responded back to me when I told them I didn't receive my package. I would like my money back on my card I don't want no credit. The order number was GSUNAC60C00W88E. I checked with my neighbors to see if they have seen my package and they told me they never seen **** come to my home at all that day. I would like my concerns forward to a supervisor.
Business Response
Date: 01/18/2024
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: 01/18/2024

Complaint: 21145557

I am rejecting this response because: I did this already and my issue was not resolved. Since you guys at shein want to remain difficult I will report this behavior to a much higher power *** or general lawyer attorney. I have nothing else to say. They will be reaching out to you soon. I tried avoiding this step but now I see I must do what I have to do. BBB you can close this case I will be seeking help outside this for a resolution.

Sincerely,

***************************
Business Response
Date: 05/30/2024
Hello,
Thanks for your reply. 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: **************************************************************************************************************************************************************************************'ll offer a proper solution for you asap.

Thank you and have a nice day
Initial Complaint
Date:01/11/2024
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 ordered pajamas from SHEIN and other merchandise worth $86. They marked it as delivered on November 13th but I did not receive it. Ive been trying to get them to solve the problem since then, but they have ignored me
Business Response
Date: 01/13/2024
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:01/11/2024
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.
Transaction date 12/27/2023 Estimated arrival date 01/06/2024-01/08/2024 Product never arrived. Contacted ****************************** only to be told that the product was still on the way and I needed to continue to wait for the product. I contacted the shipping company SHEIN used for the product who advised that product was lost. SHEIN still insisting on having me wait until January 17,2024 before they would help with a refund. I provided proof product was lost and refund was still refused.
Business Response
Date: 01/13/2024
Hello, sorry for any inconvenience. We will improve our service.
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:01/11/2024
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 an order with SHEIN on November 28, 2022 which I never received. My order number was GSUNQ645W00MKTM. I dont like reporting businesses, and never have before, so I have tried for the past year to resolve this issue with SHEIN. I have sent several emails regarding this matter, which have been ignored. My final straw was that I finally got ahold of someone 2 days ago, and they told me they couldnt help me, so I asked for someone higher up, and my message was marked as solved and closed. I paid money for the items I didnt receive, and its ridiculous that I have been ignored by SHEIN for so long. Their customer service used to be wonderful, but it has gone downhill drastically. I just want a refund or a credit for my order. I understand that there are policies for refunds on orders, but I have been trying to rectify my situation since December of 2022.
Business Response
Date: 01/13/2024
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: 01/20/2024

Complaint: 21131023

I am rejecting this response because:

I have contacted SHEIN through the app multiple times as stated in my complaint. I am seeking a resolution here.

Sincerely,

*******************************
Business Response
Date: 05/30/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.

We check and find that your order was made on 11.29.2022. It has exceeded the time limits on our website, we cannot assist further.
Kindly contact us as soon as possible next time if you encounter a corresponding problem.

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:01/11/2024
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.
My ************ sent me an email pointing out 2 charges on my debit card that were clearly not made by me or my spouse. The charges occurred on 01/06/24. One was for $26.03 and one was for $12.53. They were put on my debit card which I have not used in over 6 months. The card is here at home. I have searched for their phone number on their website but was unable to find it. In order to get it you must need to have an account with them. I refuse to give them any more information about myself including my email or phone number. I would like this company to be reprimanded for allowing fraudulent charges.
Business Response
Date: 01/12/2024
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: 01/12/2024

Complaint: 21123997

I am rejecting this response because: I was unable to follow the instructions that were provided. I am not familiar **** APPS. I just need an old fashion phone number or an email address! I do not need their roundabout, fruitless, and aggravating search instructions.

Sincerely,

*************************************
Business Response
Date: 04/21/2024

Hi,
Hope this email finds you well.

Thank you for your feedback. We are sorry to hear that.
We advise that you contact your payment card provider to report your card as lost/stolen if you have not already so that they can investigate the disputed transaction and take action.

If you have initiated a chargeback, it is recommended that you consult the card-issuing bank or payment platform about the progress of the chargeback.

If you need further assistance, please contact us. Thank you again for your love and support for SHEIN.
Kind regards
Customer Answer
Date: 04/21/2024

Complaint: 21123997

I am rejecting this response because: My card was not lost or stolen. Your company allowed somebody to use my card perhaps over the phone or internet. I have contacted my credit card company. They were kind enough to remove one of the charges that you did not. Congratulations on the success of your business. Keep in mind, it's not all about sales. I am not even a customer of yours and I will never be a customer. I will only badmouth **********************! You need to work on other issues while you are getting rich.

Sincerely,

*************************************
Business Response
Date: 05/10/2024
Hello,

Thanks for your reply. We understand very well how you feel, this is not only a loss for you, this is also a loss for SHEIN. Contact your card issuer to initiate a chargeback is the safest and quickest way to resolve this. Hope you can understand.

We also want to remind everyone to update their passwords often and don't use the same password for different accounts.

**********************
Initial Complaint
Date:01/11/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Never recieved order first time this has happen was marked as delivered I want a refund. A childs hard earned money just gone because never recieved. Cant even dispute it..not my house
Business Response
Date: 01/12/2024
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: 01/12/2024

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:01/10/2024
Type:Customer Service 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 SCAMMING NEEDS TO GO VIRAL This review is about their GAMING schemes.And before the developer responds advising me to contact customer service at the bottom of this review. I did already - several times I've played Spin to win $300. It shows Spin one more time to win I invited my friends who were new to SheIn and some who already had an account. The game had also told them invite their friends.(That's the scam??) (*****, and HERO are customer service reps ARE BOTS)I contacted customer service through chat through the app to inform them I did not receive anything and a service rep named ***** (beware of him) was completely unprofessional. He abruptly ended our chat numerous times. (I have screen shots) I finally chatted with someone who escalated the concern to their gaming department and was advise to wait another 24Hrs for an email. 24Hrs turned to 2weeks (obviously their games end after 24hrs) **************** advise me to send screen shots so I had to play the game and send invites again. The new accounts I sent invitations prior no longer count.If these games are just for fun they should have a disclaimer. If these games have a chance to win there should be a disclaimer. Clearly, they are profiting from us playing these games. If a real human has ever won from these games and was not paid to leave a review or Ai robot review kindly let us know. SheIn needs to remove these games or shut down immediately. In total, I've waited over 4 weeks with no clear understanding or help. They reply with a generated response after having 30+ emails between them and I as if they do not see it and ask me to explain everything again. (Btw its the same 2 customer representatives I mentioned above)I also received a spend over $100 and receive a $40 coupon and credit on your next purchase. I received nothing. JUSTICE FOR THOSE WHOS BEEN SCAMMED BY SHEIN????
Business Response
Date: 01/11/2024
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

SHEIN is NOT a BBB Accredited Business.