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

3,306 total complaints in the last 3 years.
2,141 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:09/28/2023
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 made a purchase from this online retailer on 9/12/23 for $98 and at first everything seemed normal until the package got sent to a location about an hour from me. Then it sat saying it was still in transit and that it would be delivered the next day for over a week. Finally, the latest day they were estimated to have it delivered (9/24) came and went and I heard nothing. There were no updates. Reaching out to them for further assistance was impossible. They only use a virtual assistant for customer service and it only lets you pick from premade options. There are no nuanced options and when I would choose the option closest to what my problem was it just kept saying "Please wait a little longer for your order" The day after my order was due I tried reaching out to both the seller and the courier for information. If it was just taking a little longer because of a courier issue I was ok with that, I just wanted an update on the package with a new estimated delivery date. They still were unreachable on both ends. After clicking every option I could just to get any attention to my situation I found a way to submit a ticket for my package being outside of the time frame. They were spotty at best with replying as they only reply every 24 hours. When they did reply it was unhelpful telling me to wait longer. On the 27th the courier got back to me (via text for some reason) that my package was unable to be located and that I should contact the seller. I told the seller and they responded telling me to keep WAITING instead of issuing a refund... The courier has updated the package as undeliverable and SHEIN is still telling me to WAIT instead of issuing a refund or doing anything to resolve this. They are unprofessional and they desperately need ACTUAL customer service instead of bots that don't help.
Business Response
Date: 10/16/2023
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: 10/16/2023

Complaint: 20668923

I am rejecting this response because: It is a copy/paste reply and I require a more detailed response from the business.

Sincerely,

*****************************
Business Response
Date: 01/30/2024
Hello.

Thank you for your comment.
We are sorry for the inconvenience caused to you.
After enquiry, we have applied a refund for you to your original payment method, you can contact your payment platform or bank for refund details.
If you have any questions, please feel free to contact us.
Thank you for your understanding and support.
Initial Complaint
Date:09/27/2023
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.
Purchased several items of clothing. I wanted to exchange 4 pairs of pants, mediums to larges, and return 2 tops. **** was the customer service agent to I had the misfortune to speak with who couldn't understand what I needed.Ultimately, the interaction lasted entirely too long. I did ask if there was someone else that could speak to. He ignored my request, did not handle my return and exchange. I order was delivered today, I am well within return policy and I feel Shein is rude and stealing my money but not honoring their own policy. There is an additional order that I did not receive, identified by a separate order number that I did not get a chance to bring up because **** sp rudely ended the chat. I am requesting a full refund instead of exchanges of the items.
Business Response
Date: 10/16/2023
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!??
Customer Answer
Date: 10/16/2023

Complaint: 20666823

I am rejecting this response because: it is not helpful at all. The requested solution is identical to what led to the problem.

Sincerely,

***********************
Business Response
Date: 01/30/2024
Hello.

Thank you for your comment.
We are sorry for the inconvenience caused to you.
Could you provide us with your email address associated with SHEIN or the order number in question (usually starts with ***) for us to check?
Looking forward to your reply.
Initial Complaint
Date:09/27/2023
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.
Ordered on the 7th, it is now three weeks later and still no package..it's been sitting in ******** since the 11th...I've talked to multiple people and sent many emails and filed complaints..I ordered early for a reason, and now I don't need the stuff anymore and want a full refund of money and rewards points because I am a good customer..after this though, I'm gonna delete my account at ************************* feel like they ripped me off, and I'm poor and can't afford this kind of loss.
Business Response
Date: 10/16/2023
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!??
Initial Complaint
Date:09/26/2023
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 from Shein on August 19, 2023. I have not received the items I ordered, and they only want to give me a 50% refund. I dont really care about the money, I just want to report that this company and their shipper are not showing good customer service. The shipper is ********.
Business Response
Date: 10/16/2023
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!??
Initial Complaint
Date:09/26/2023
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.
I can't get a phone number to speak to anyone. The stupid chat Ave doesn't get what I'm asking for. I just want to SPEAK to an actual customer service person!
Business Response
Date: 10/16/2023
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!??
Initial Complaint
Date:09/26/2023
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 had returns from 2 separate orders from Shein. I printed out two labels but ended up only using one as I boxed both of the returns together. I received the refund from order # GSUN7B43Q0015WS of $49.39 but no refund of order # GSUN8343200N8Y2 of $96.68. I have tried multiple chats and emails with no reply. It has been ongoing since July of this year.
Business Response
Date: 10/16/2023
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!??
Customer Answer
Date: 10/16/2023

Complaint: 20659982

I am rejecting this response because: that is not the order that was not refunded. I have not received a refund for
GSUN8343200N8Y2. It is clearly marked as pending since July.
Sincerely,

*****************************
Initial Complaint
Date:09/26/2023
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 purchased some items from SHEIN it was a total of 3 items in one package. I received the package but one of the items was the wrong item. I received 2 left sides of the same pair of heels. I emailed SHEIN numerous times I also took pictures of the wrong item and send it to them. I made it clear that I didnt want a refund, I stressed to them that I received 2 left sides of the same shoe but what I wanted was a left side and a right side of the heel to be sent to me but they refused. I filed numerous complaints with SHEIN but the matter was not resolved. I will like to have a right side of shoes.
Business Response
Date: 10/16/2023
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!??
Customer Answer
Date: 10/17/2023

Complaint: 20659459

I am rejecting this response because:
SHEIN is giving me a run around, they have been doing it since I received 2 left sides of the same shoes, I have tried on numerous occasions to settle this matter through their auto/robot and every time their robot was confused. SHEIN took my money and sent me the wrong item and now they are refusing to rectify the problem. The robot told me to return the item but I have to pay to ship it back. No, I am not paying for their mistakes, I am not paying to ship the wrong item back which they sent me. Sheins behavior towards their customer is abominable.
Sincerely,

***************************
Business Response
Date: 01/31/2024
Hello,please let us know the order number so that we can help you.Look forward to your response.
Initial Complaint
Date:09/25/2023
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.
On August 18, my email was hacked. Within minutes they purchased $647.11 worth of junk and hacked into my PayPal to purchase. After weeks of going back and forth through messaging only (no customer service available) they refunded $647.11 from the Shein wallet to what they said was my PayPal. Prior to this I included screenshots of my PayPal negative balance and my PayPal info with email. They refunded the $647.11 to someone elses PayPal and they even provided me a screenshot of the email they sent it to ending in qq.com. They keep telling me to contact my bank but the money went to someone elses bank and theyre refusing to correct this. Ive attached the screenshot of where they sent the refund and my PayPal balance as of today. I keep getting the same generic response to contact my bank which I also included. I asked to have someone call me from customer service so we can get this fixed and they refused. Ive got PayPal coming after me for the balance and shein sent it to a hacker. No wonder they hack, its obviously easy with shein.
Business Response
Date: 10/16/2023
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!??
Customer Answer
Date: 10/16/2023

Complaint: 20655551

I am rejecting this response because:
This is the exact response I got as well I opened at least 7 cases and communicated through this ROBOT more than 17 times The robot provided me a screenshot saying the submitted the refund to my PayPal, however they submitted it to the hackers at an email that ended in qq.com. My PayPal was the original payment method that the hackers used to purchase the junk and Shein sent the hacker my refund

Sincerely,

***************************
Business Response
Date: 01/31/2024
Hello
Please contact issue bank /paypal to process the chargeback.
for other information,to protect your privacy,please contact **************** by app and send us via email.
Click "me"-->support-->customer service-->type your question directly in the message box to get an answer or solution.
Customer Answer
Date: 01/31/2024

Complaint: 20655551

I am rejecting this response because:
I have done this and have been unsuccessful since they refunded to the incorrect PayPal. Their website shows they refunded to the original payment method but it was not sent to my bank account and I had to close the back account because of their mistake.

Sincerely,

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

It has been verified that your order has been successfully refunded to the original payment account for this order. If you are disputing the refund, we recommend that you contact the payment platform to inquire.

Thank you for your understanding!

Sincerely.
SHEIN
Customer Answer
Date: 04/21/2024

Complaint: 20655551

I am rejecting this response because:
The refund was issued to a PayPal account that was 1) not the original payment method and 2) it was sent to an email that ended in qq.com attached to the scammers PayPal. Not my account: hotmail.com.

Sincerely,

***************************
Business Response
Date: 05/08/2024
Hello,
In response to your feedback that your refund has not been received, we have applied for it on 5 September 2023 after making enquiries. The status of the refund also shows successful. Detailed refund information has also been sent to your email address. Any other questions,please consult PayPal customer service.The contact entrance is *******************************************.
We look forward to hearing from you.
Customer Answer
Date: 05/17/2024

Complaint: 20655551

I am rejecting this response because:
Please provide the email associated with the refund because I have received no refund and no email.
As I said previously, you issued a refund to an email that ended in qq.com which was the scammers and not mine. The payment was taken from my email associated with my PayPal which is hotmail.com.
Sincerely,

***************************
Initial Complaint
Date:09/25/2023
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.
On Sept 9, I ordered many items from Shein for the 1st time. When I received them they were VERY small! The instructions on the order summary are small and illegible and the ink is smeared. I went on their site and it stated that I had to take a pic of EVERY item, tell why I want to return and upload it onto their site. I did this and I keep getting a server error. I have used different methods and equipment, to no avail. It's impossible to reach them. I got 2 shipments from them on or around 9/15
Business Response
Date: 10/16/2023
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!??
Initial Complaint
Date:09/25/2023
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've ordered over $350 of items. Some of the items are not as projected online or way too small. Lastly, I didn't receive another item. I tried following the online return process with no success or acknowledgement. I've received the items last week so it's well within the time window. I believe SHEIN is not acknowledging my request so it could go outside of the return time. I did try to follow up with them today but unfortunately, I am able to access the link for some reason. I need assistance with speaking with their **************** team as they do not have a number listed online and/or obtaining a return list/label for me to proceed with my returns. Order number: GSUNS1201001PPU
Business Response
Date: 10/16/2023
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.