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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

Find a Location

SHEIN has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • SHEIN

      757 S Alameda St #400 Los Angeles, CA 90021-1679

    • SHEIN

      757 S Alameda St #340 Los Angeles, CA 90021-1678

    • SHEIN

      757 S Alameda St #220 Los Angeles, CA 90021-1672

    • SHEIN

      347 S Stimson Ave City of Industry, CA 91744-5423

    Customer Complaints Summary

    • 3,231 total complaints in the last 3 years.
    • 2,094 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/12/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 placed 4 orders from SHEIN all within the last week. Only one order of the three has actually shipped and only one item from that order has arrived. Of the other three, which mind you, were purchased with the same card, account, billing and shipping address as the other successful order, have all been flagged as needing verification. Why do I need to suddenly verify my account? Especially when my other order is over a hundred dollars more than the last one I placed. I have sent in screen shots of my bank transactions, a copy of the card used and a picture of my license, proof of the email confirmation I have talked to customer service until I am blue in the face, on the app and via instagram. This is ridiculous. Either I am the most devoted thief in the history or the world or maybe just maybe, I am who I say I am!!! I dont know what else to send SHEIN to prove I am who I say I am. I really need these items for my wedding!

      Business Response

      Date: 04/16/2025

      Hello,

      After careful verification, we failed to receive the verification documents you submitted, or the submitted documents contain errors, which makes it impossible for us to confirm whether the order is authorized. In order to protect the security of your account, we have to cancel the order. We are deeply sorry for the inconvenience caused to you.

      Sincerely thank you for your understanding and cooperation.

      Your order has been refunded to the original payment account.

      The refund time is 7-14 working days.

      If you have any other questions, please feel free to contact us.

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Hello, my name is ****** **** and I am putting a complaint in regarding SHEIN marketplace for Order #GSU1NG49TOOYSRB not refunding me for a dress I returned. They state it didnt meet there return and policy and guidelines but the dress was returned in pristine condition to them with two other items which those two items they refunded. They now have sent me the dress back, will not refund me or accept the dress back once again. This is utterly ridiculous and disgusting the way they are doing business and I will not give them any more business again, but, The address was returned EXACTLY how I received it, in pristine condition with the tags attached, nothing was removed. Nothing was touched. I tried to dress on. It didnt look good on me, I packed it back up and sent it back. I also sent them all videos and pictures of the dress and just keep getting back, It doesnt meet our standards but NOT telling me what apparently theIR investigation saw because there was nothing to see because its in pristine condition. I KEEP ASKING THEM WHAT APPARENTLY WAS WRONG WITH THE DRESS BECAUSE FROM THE PICTURES AND VIDEOS I SENT THEM THEY COULD CLEARLY SEE WITH THEIR EYES. NOTHING IS WRONG WITH THE DRESS AND IT SHOULDVE BEEN REFUNDED. CAN YOU PLEASE HELP ME THEY WILL NOT DO ANYTHING FOR ME AND I KNOW ITS A SMALL AMOUNT OF MONEY. ITS JUST THE PRINCIPLE THAT THE DRESS IS IN PERFECT CONDITION WITH ALL TAGS ATTACHED AS WAS SUPPOSED TO BE.

      Business Response

      Date: 04/16/2025

      Hello,
      We are sorry that the product you returned was found to be defective after verification.

      We will arrange to return it to the original address within 5 working days.Please check it carefully.

      The return shipping fee is 7.99, which will be deducted from your refund.

      Thank you for your support.

      Customer Answer

      Date: 04/16/2025

       
      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.

      As you can see from ALL the pictures and videos that were sent, the dress is NOT DEFECTIVE and whoever verified that is absolutely wrong.  What is the address to return it to, and even though I think you charging ME to return the dress is ridiculous when I had already returned it in PRISTINE condition, I will accept the $7.99 being deducted from my refund.

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:04/11/2025

      Type:Product Issues
      Status:
      Answered
      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 my order, and they promised to give me 200$ credit. I bought 1500$ worth of items. Once I placed the order, they said I had to have spent more money in order to get the credit. I will not tolerate this and I want my money back.

      Business Response

      Date: 04/16/2025

      Hello,

      After verification, your order USU11S46U000000NWBQ (including GSU11S46U00N3AV, GSU11S46U00N3AJ, GSU11S46U00N3AD) was not paid in time, so it was automatically cancelled.
      If you have other orders that need to be cancelled and refunded, please inform the corresponding order number so that we can process it for you.

      For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. 

      Thank you and have a nice day!

      Sincerely,
      SHEIN

    • Initial Complaint

      Date:04/11/2025

      Type:Delivery Issues
      Status:
      Answered
      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 for two items. One was delivered, I noticed the 2nd item had been marked as delivered but I had not received it. It was the 2nd package in less than a week from SHEIN to have been marked as delivered that was in fact not delivered to me. I reported the first missing item and was quickly refunded. But for this item I called **** myself to complain- I thought it was them. But they informed me they were not provided the address I used when I placed my orders- for both of the missing packages- and they couldnt do anything about it. So I reached out to SHEIN, but they have refused to rectify their mistake for this one item.

      Business Response

      Date: 04/16/2025

      Ol,
      Muito obrigado por entrar em contato conosco. De acordo com o acompanhamento logstico, seu pacote foi entregue com sucesso.
      Entendemos suas preocupaes e faremos o melhor para ajudar voc a resolver o problema.
      Para nos ajudar a investigar mais a fundo, reserve alguns minutos para verificar se o pacote pode ter sido deixado na sua caixa de correio, na sua varanda, na recepo do seu prdio ou apartamento, ou por um vizinho.
      Caso voc ainda no consiga encontrar seu pacote, pedimos sua cooperao para fornecer qualquer informao ou evidncia adicional que possa nos ajudar em nossa anlise. Essas informaes so essenciais para que possamos analisar a situao logstica e tomar as prximas medidas adequadas.
      Damos grande importncia experincia de compra de cada cliente e faremos o melhor para resolver esse problema para voc.

    • Initial Complaint

      Date:04/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      March 17, 2025 Set of 30lb dumbbells and a set of 45lb dumbells. No effort is being put forth to resolve the issue. Rhe issue is that the packages were labeled with the wrong address. They are constantly recommending that I contact the carrier. After providing information of me doing so, I was told the packages were delivered. They are also denying that the packages were labeled incorrectly.

      Business Response

      Date: 04/14/2025

      Hello,
      We are very sorry for the inconvenience.
      If you have not received the 2 packages, we recommend that you contact the logistics provider to request a lost package certificate and provide it to us.
      Thank you for your understanding.

    • Initial Complaint

      Date:04/10/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      see Attached document

      Business Response

      Date: 04/14/2025

      Hello,

      I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.

      To avoid mistakes, could you please describe your problem in detail again? 
      We will help to check and give you assistance. Thanks for your understanding and patience.


      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:04/10/2025

      Type:Delivery Issues
      Status:
      Answered
      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 4/4/25 one of three of my packages from the company SHEIN was delivered to the wrong address.I have submitted multiple messages to which I receive a reply of oh well it was delivered not our problem.I have the delivery photos from the company who delivered to the wrong address including the package in question with my correct address in the pictures left at a random door with a mailbox stating the address to be 322 and I am 326.This home is not my neighboring home and I do not recognize the home in the pictures and do not feel safe knocking on random doors.I am seeking just the refund for the items missing. I have included the photos from delievery and the home with the green door that has G on the mailbox is my ******** can clearly tell from the delievery photos this is not my home.

      Business Response

      Date: 04/16/2025

      Hello,

      We sincerely apologize for the inconvenience.

      After verification, our agent has handled your issue. We have successfully refunded your money to the original payment account. Normally, our company will complete the refund within 24 hours, but the time it takes for you to finally receive the refund depends on the channel and the bank's processing efficiency (2-5 business days), so please be patient.

      If you have any questions, please consult us or contact the bank.

      We have also reported the issue to our relevant department and they will strengthen supervision to prevent such problems.

      For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. 

      Thank you and have a nice day!

      Best regards,
      SHEIN Team

    • Initial Complaint

      Date:04/10/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ive placed my order for SHEIN for two packages last week. I have not gotten any updates on when my packages will be delivered! I want my packages NOW! It says that theyve been in ***************** IL for the past three days and I havent gotten any more updates SINCE! I need my two packages now.

      Business Response

      Date: 04/15/2025

      Hello, first of all, let us sincerely apologize that you encountered some issues when ordering from us. This is not the experience we want our customers to have!

      After checking, you have already clicked "Confirm Received".
      Does this mean that you have received this package?

    • Initial Complaint

      Date:04/10/2025

      Type:Product Issues
      Status:
      Answered
      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 the transaction: April 1, 2025 Amount paid: $124.13 (Subtotal: $115.20 + Tax: $8.93)What the business committed to provide: Four (4) 6-foot tables, purchased from SHEINs official website.Nature of the dispute:SHEIN marked my order as delivered, but I never received it. I contacted the *******************, and the postmaster confirmed that while the tracking number was valid, it was linked to a different name and address in the same ZIP code. They provided a photocopy of the original shipping label, showing it was sent to someone else.**** confirmed the package weighed only 4 ounces and was small enough to fit in a mailbox obviously not four large tables. The post office also noted it was likely part of a scam, where tracking numbers are fraudulently reused to falsely mark orders as delivered.I reached out to SHEIN customer service multiple times, providing this information, but they only replied with:According to logistics information, your package shows delivered. Please check your mailbox, front door, or front desk. Thank you for your understanding.This response does not acknowledge that the package was not addressed to me and contained nothing close to the four tables I ordered. SHEIN has refused to issue a refund or resend my order, despite the clear evidence that I never received it.Has the business tried to resolve the issue?No. Despite clear proof from **** and multiple attempts to contact them, SHEIN has not taken action to resolve this dispute.Advertising info:The tables were advertised on SHEINs official website and purchased directly through their online store.

      Business Response

      Date: 04/14/2025

      Hello,
      After verification, the package has been refunded on April 13.
      The refund time is 7-14 working days.
      We ask for your patience and understanding.

    • Initial Complaint

      Date:04/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 my correct address and this company is saying my package is undeliverable. If a package cant fit in my mailbox common sense tells the driver to deliver it to my front door. My address is *********% correct and the company that I purchased through SHEIN has no phone number to be contacted this is ridiculous. I really wanted what I paid for but at this point it seems like thats not gonna happen.

      Business Response

      Date: 04/14/2025

      Hello,
      We have reported this issue to the responsible department for further verification.
      If there are any results, you will be notified as soon as possible.
      We ask for your patience and understanding.

      Customer Answer

      Date: 04/15/2025

       
      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,

      ****** *****

    SHEIN is NOT a BBB Accredited Business.

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