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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
08/30/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Ordered $280 worth of stuff the beginning of August. First they charged my card twice then they notified me 8/14 my items shipped with a delivery date of 8/24-8/25. It is now 8/28 and **** is still waiting on the package with no updates. Shein just tells me to continue waiting no updates. I just want to know when I am getting my package or my money back!Business response
08/30/2021
Hello, Our team has sent a solution from ********************************** regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Customer response
09/03/2021
9/3/2021
(A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.)
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.
Regards,
****** ReadInitial Complaint
08/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased clothing in the amount of ***** from Shein on June 6, 2021. I still have not recieved my package. The package is stuck in *******, ** waiting a call from the company to release the package for delivery. I have not been able to contact anyone at this company after numerous attempts to reach Shein via their website, phone, email and social media.I would like a refund as some of the clothes will no longer fit given the nearly 3 months of waiting.Attached is the ***** tracking info (Tracking # ************) and order details (Order # GSHMHM00U00MKT3).Business response
08/29/2021
Hello, Our team has sent a solution from ********************************** regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Business response
09/01/2021
9/1/2021
Hello, Our team has sent a solution regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Customer response
09/02/2021
8/30/2021
Complaint: 15803694
I am rejecting this response because: the package hasn't been delivered and has been sitting in transit for the last 3 months. Request refund for purchase.
Regards,
*********************
9/2/2021
(A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.)
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.
Regards,
*********************Initial Complaint
08/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed an order 5/9/2021, order #GSHMGC00T000DVF paid for express shipping fee of $12.90 which would have items in within less than a week. I was given an estimate delivery date of 5/17-5/18/2021. After several days after the order was placed and no updated tracking I began reaching out through service request to get more information on tracking and the only thing reps adv was shipping delays, no refund of fee paid to have clothing at a certain time. This made me have to order through another company also pay express shipping to have items for a planned trip. I notified shein of this, no help. It was a lot of back and forth but I finally received clothing 6/2/2021, after trip and no longer needed. I requested a refund of shipping fee, none was given (amount of order would've qualified for free standard shipping due to amount spent). They were not helpful at all. So many errors where company even advised they would refund entire order then advised they were giving me incorrect info.Business response
08/29/2021
Hello, Our team has sent a solution from ********************************** regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Initial Complaint
08/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I used Shein to purchase clothing online earlier this year. Last week, my credit card was used multiple times at shein. My bank statement says the credit card information was keyed in manually. I immediately canceled the credit card and initiated a dispute with the bank. I also notified shein via email of the security issue. They have only responded asking for pictures of my bank information, credit card, and drivers license to "prove" my identity. This is theft. I want them to get rid of all my information as I don't feel they are trustworthy to conduct safe online businessCustomer response
08/29/2021
8/29/2021Better Business Bureau:
At this time, I have not been contacted by Sheinregarding complaint ID ********.Before I contacted BBB, they emailed asking for copies of my bank statement and drivers license to which I did not oblige. It appears they returned the money to my account but with no explanation as to why it was charged in the first place. I do not believe they are a trustworthy online shopping site and should be flagged.
Sincerely,
*********************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!??Customer response
11/22/2023
Complaint: 19035124
I am rejecting this response because:its an automated response 2 years later and has not been resolved formally by Shein.
Sincerely,
*********************Business response
01/30/2024
Hello.
Thank you for your comment.
We are sorry for the inconvenience caused to you.
For unauthorised deductions, 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,SHEIN
Customer response
01/30/2024
Complaint: 19035124
I am rejecting this response because: I contacted my bank 2 years ago when this occurred. SHEIN, you are a shady business.
Sincerely,
*********************Initial Complaint
08/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I absolutely HATE complaining and feeling like I am apart of ruining a company but I am absolutely FURIOUS! I've Loved SHEIN for years now but I'm on my last nerve with this *************** employees/customer service. I placed a few orders that were oddly cancelled within 24 hours I tried over & over to replace my order but to no avail it wouldt work. Well 2 days ago I had a charge on my card & got on my account & found some weird banking account linked to my account & all my orders cancelled. I was charged for my order that got cancelled. I have called numerous times only to be given the run around or placed on hold for over hours. I do not want a refund or anything I just want my order to be sent out ASAP as I truly do Love SHEIN but if not made right I will tell wrvyobe about my experience. 314$ isn't just a little amount either, this is more than unacceptable for a company to allow this to happen!Business response
08/29/2021
Hello, Our team has sent a solution from ********************************** regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Customer response
09/05/2021
9/5/2021
Complaint: 15805490
I am rejecting this response because:
I still have not been contacted by their company to resolve this.
Regards,
*************************Business response
09/09/2021
9/9/2021
Hello, Our team has sent an email from ********************************** regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Initial Complaint
08/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed an order with Shein on June 12. My items were never delivered. The tracking history shows my items have been at the post office in ************ ******* since June 21. I have tried to contact Shein but have had no response. I just want a refund of my money at this point.Business response
08/29/2021
Hello, Our team has sent a solution from ********************************** regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Initial Complaint
08/25/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Shein.com is repeatedly charging our company card. It even has credited it back partially. We have never used this website and have never purchased from it before. I currently created a profile to try to inquire to the problem and there is no way to contact customer service. There are 27 charges and with the credits there is a balance that needs to be credited back in the amount of $489.81.Business response
08/25/2021
Hello, Our team has sent a solution from ********************************** regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Customer response
09/14/2021
9/14/2021
(A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.)
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.
Regards,
***************************Initial Complaint
08/25/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased 4 items from Shein.com and they were delivered. 3 of the items did not fit and I wished to return for a refund. Their website does not recognize the order or my account as having activity so I am unable to return the items. I attempted to contact them via their website process and there is not way to contact them directly and they did not respond to any of my chat messages. They are purposefully making it impossible for me to return my items and are keeping my money fraudulently. I am greatly concerned about this company and wished to report my issue.Business response
08/25/2021
Hello, Our team has sent a solution from ********************************** regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Initial Complaint
08/25/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Failed to deliver purchased merchandise and no resolutionBusiness response
08/25/2021
Hello, Our team has sent a solution from ********************************** regarding your order. Please check your email for updates regarding your order. If no email received, it may have been filtered to the spam folder. We hope to hear from you. :)Customer response
08/31/2021
8/31/2021
(A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.)
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.
Regards,
*************************
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