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
Paid for an item on November 30th and have not received it.Business response
11/21/2023
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
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I place 3 different order all on November. I wanted my items to get in before Christmas because they where suppose to be gifts but they still haven't came in. Although I did receive 1 but it was still late. My "estimated" shipping date was suppose to be December 17 and, the last up date I have on my package was from December the 2 and, 14. I did text someone about it they told me that my new "estimated" date was the ****************************** I really just want a refund.Order_Number: ********************Business 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
Shein sold me a defective item that caused permanent staining to my furniture & refuses to compensate these damages and is only willing to offer me 100 points and a refund of the $13 pair of pants. I would like Shein to pay for all the damages caused by the defective item sold to me. All the furniture was purchased in the last month and I have the receipts for them. I will have to purchase new items to replace the damaged ones, including paying my landlord for the damaged toilet seat. No where on the product description does it say the item may cause staining.Product_Or_Service: Velvet pants Order_Number: GSHMBS00X00068EBusiness response
11/22/2023
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
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My identity was stolen an unauthorized transaction was made to your company shein for ****** at 3:45am on 1/4/21. I chatted online with no success and got a number finally from another customer complaint. The number is registered to **************, I emailed as well and live chatted with claims that I need to wait 12 hours. I was told to call back at between 10/12 which is completely odd. Nothing makes sense and my identity has been compromised 100s of dollars stolen. I had to report this to my bank and order a new card as well. A huge inconvenience because now I have no debit card for over a week.Product_Or_Service: Stolen card informationBusiness 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 did not receive all my items that I ordered. I contacted Shein to inform them and no one contacted me regarding this matter. I am not able to speak to a live person and was given difficulty in resolving the problem.Product_Or_Service: Clothing Account_Number: ***************Business response
11/22/2023
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
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The issue that I have experienced was: I order my package on 27th of November and still haven't received it!Product_Or_Service: Shein Order_Number: GSHMAW00B00MWVV Account_Number: *************Business response
11/22/2023
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
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered some clothes from shein. The tracking says that they have delivered It. Never got it there is no phone number to call shein. I contacted the **** with no help. I just want my items I ordered. Please help BBB.Product_Or_Service: LingereBusiness response
11/24/2023
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 swimsuits,accessories and more from Shein,then I called them why I did not yet receive my order,I said I need them by saturday.The customer representative said he will mail them express so I can receive them by friday,Friday, he asked me to download the apps on play store.I said no why I need to download this apps for just to sent express my product.I said if you will send it just sent it by express. I said nevermore I will refund my my money so I can buy another one.zThen the customer representative insist me to download that app I said no again,then he hanged up on me,I called him again,he said the same thing I said no again then he hang up on me again.zThen I called him again twice no answer.Product_Or_Service: Swimsuits,accessories,and more Order_Number: HSHMKG00Q000LV. GSHM Account_Number: N/aBusiness response
11/18/2023
Hi,
We are very sorry for the delay in your order. Delivery can be delayed due to many factors and this is not the experience we aim to deliver to our customers.
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 ordered $213 worth of clothes and other random things from Shein on 3/25/2021 and I just received my order on 4/19/2021. I am missing multiple items and I'm wondering if they send them in another order since my order was so large. I have tried every route I could possibly find to reach customer service to ask what's going on but every number is disconnected. Very discouraging since they only give you 5 days to file a complaint about something missing. Hard to do when the customer service number does not work. Attached are the items I am missing and a screen shot of the order/tracking number for order. I didn't realize at the time how much trouble people actually have with this company and I'm just hoping I'm not another dissatisfied customer because the clothes really are cute.Business response
11/18/2023
Hello,
Thank you for taking time to leave your review and we are sorry that you did not receive all of your items.
Please contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution. We'll offer a proper solution for you asap. If the answers don't match, please go ahead and describe the issue in detail and submit a ticket to get manual service.
Look forward to hearing from you??
SHEINInitial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Business creates return mailing labels that is for another business so that your package never arrives back to their location or arrives much later.Business 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!??
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Customer Complaints Summary
2,124 total complaints in the last 3 years.
1,957 complaints closed in the last 12 months.