ComplaintsforSHEIN
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed an order November 16th and played for that order. I have followed the tracking number all this time and today, December 2nd, all the info is just gone. I cant even find where I placed the order now. My cc shows paid but **** does not even have a tracking on it now. It's like it just disappeared. I want a refund now. I will never order from them again.Product_Or_Service: Womens clothes Order_Number: ************Business response
11/20/2023
Hi,
We're so sorry for the experience you had.
For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution.
You can also contact us in the SHEIN app by following these steps after logging in:
1. Please click "me"
2. Support
3. Click customer service
4. Select a subject
If the problem remains unresolved, 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.
Yours sincerely,
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I paid $50.00 for a SHEIN gift card on their website. Instead of receiving the gift card, I continue to receive numerous emails from the SHEIN security department asking me to send documentation to prove my payment was not fraudulent. I have provided a photo of my driver's license (with personal info blocked out). I provided a copy of my PayPal statement which shows I paid for the gift card using my PayPal account, and I've provided a copy of my bank transaction, which shows the $50 was paid to SHEIN company from my credit union account. I continue to receive emails asking for more and more documentation and I cannot get this issue resolved. They have my $50 and will not issue a gift card. I have also not been able to receive a refund. Their customer service has been the worst I have ever experienced when purchasing a product online. I just want my $50 refunded and will never shop at SHEIN again.Order_Number: GCLCY469 Account_Number: ********Business response
11/20/2023
Hi,
We're so sorry for the experience you had.
For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution.
You can also contact us in the SHEIN app by following these steps after logging in:
1. Please click "me"
2. Support
3. Click customer service
4. Select a subject
If the problem remains unresolved, 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.
Yours sincerely,
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased clothes from Shein.com. Quality was so bad that I had to return it to Shein. Merchandise was received by Shein warehouse on August 15th, and is still processing. I haven't received a refund from Shein yet, so I submitted a dispute with PayPal. I received my money back, and later PayPal reversed that transaction. After several unsuccessful attempts to resolve this issue with Shein and PayPal, I have been told by PayPal agent to dispute a charge with my bank. She in never responded to me, and when I log-in to my account on Shein.com, it shows the same message :"return processing". My balance with PayPal is negative now, and PayPal is trying to collect money from me to cover that balance. I need to get my money back from Shein to cover this. I emailed Shein several times, but never received a response.Today I emailed Shein again, and received a notice that my message can't be sent.PayPal customer service is not available over the phone or via a website, it keeps giving me an error message.So, I can't file a claim with PayPal.I want to resolve this issue, and get my money back from Shein to cover my negative balance at PayPal.Product_Or_Service: Clothes Order_Number: GSHM8Q00F0000Q6Business response
11/20/2023
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
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered clothes on Nov 30th (order GSHMAQ00T000A2K) it has been 8 days and the tracking has still not updated since the 30th. I have tried contacting customer service multiple times but have not been able to talk to someone. I want to know where exactly my package is and when it will arrive Product_Or_Service: Clothing Order_Number: GSHMAQ00T000A2K Account_Number: ***************Business response
11/20/2023
Hello,
Sincerely apologise for the inconvenience. At SHEIN we always want to provide a good experience for all our customers, so your satisfaction is our priority.
After checking, our agent has taken care of your problem. If you have any further questions, you can contact us at any time.
We attach great importance to the valuable opinions of every user and look forward to hearing from you!
Sincerely,
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Placed an order November 23rd, company never delivered items to be mailed off but created a shipping label pretending as tho they did. Fraud!Product_Or_Service: Clothes Order_Number: GSHMA1003000H2GBusiness response
11/29/2023
Hi! Hope you have a nice shopping experience here.
For any issues, you may 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. We'll be glad to help you further.Initial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered a lingerie set did not even open the package and could tell it would fit a doll. I sent it back the next day. The total amount was for $16.98 made with my debit card . I asked to refund the money to my debit card they used and I have heard nothing in almost a month. 5 business days is the refund protocol. I have contacted my bank as well to make a claim against the company. If they return the money to me by check or by card I don't care, but do it immediately. I used the return label to return the lingerie. Pleas contact me at ************ since the company does not answer their phone. Thank you. ************************Product_Or_Service: LingerieBusiness response
11/20/2023
Hi,
We're so sorry for the experience you had.
For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution.
You can also contact us in the SHEIN app by following these steps after logging in:
1. Please click "me"
2. Support
3. Click customer service
4. Select a subject
If the problem remains unresolved, 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.
Yours sincerely,
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
An order was returned over a month prior and a refund has still not been issued. I have contacted numerous times with no responseBusiness response
11/21/2023
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
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered a parcel of clothing, jewelry, electronics valuing $141.48 On 06/26/21 and it was to be delivered by 7/10/21. Received a notice that it would arrive late, but was was in transit on 7/14/21. I still have not received my parcel and there have been no further updates as of 7/23/21. I want the items I paid for or a refund. There is no customer service accept an automated systemBusiness response
11/21/2023
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
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
GSHMHH009000HF0 is the tracking number. Shein is the sealer7/3/21 was date purchased I purchased a $67 ordered from shein. It says it was delivered, but I never received it. The number provided doesn't work, and costumer service didn't helpBusiness response
11/21/2023
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
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am Having trouble contacting you after multiple times. I have been trying to contact Shein about a return that I have. Is there any way anyone can contact me? My phone number is ************. I don't really know what else to do. I have contacted ***************** with my question before but I have never received a response. I have a return I need to do and now it is past the return date since I have been trying to contact you. All I need is a return label.I need to explain more but it would be easier to do over chat or a phone call. Please, please respond!Thank you,***********************Business response
11/22/2023
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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Customer Complaints Summary
2,244 total complaints in the last 3 years.
2,098 complaints closed in the last 12 months.