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
06/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Yesterday evening at 8:42pm a call from a number I didn't recognize came through so I didn't answer it. I decided to call it back and a lady answered so I asked whom she was since the number had a ******* area code. She informed me she had attempted to deliver my package but had already left back to the facility since she was on a TIMER. So I asked her if she could return since only 6 minutes had passed after the missed call. She said no and also stated she had attempted to deliver packages to 4 other people because she was assisting another driver who was running behind, but none of them answered either. If so happens this is true, the driver should have sense to know that calling people that late in the evening from an unrecognizable number would make anyone think twice in answering. My package has now been returned to a SpeedX facility in *********, **, and I have no idea when it'll be out for delivery again. If it's during the daytime hours this week, it's a possibility I won't be home to accept it because I'm a teacher working summer school. Last Friday I had another order SUCCESSFULLY delivered to my permanent home in **************, ** by **** without any delivery issues. I have had many orders from Shein successfully delivered to either my apartment here in ******* or my permanent home in **************, **. This is the first disappointing experience I have which has me reconsidering doing future business with Shein. Please assist me in getting my order to me.Business response
07/02/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We would love to provide further insight regarding this issue.
The system shows that the package was delivered on ***** successfully. You can check your package status via the below tracking information. Thanks for your understanding and patience.
Tracking number is SPX2DM056712997621
Tracking link is ***************************[shippingNo]
The phone number for courier is *************
SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.
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 dayCustomer response
07/02/2024
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,
*************************Initial Complaint
06/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered from SHEIN on 6/19 and paid for express shipping, which is usually sent out via ***** and marked expedited. However, this time they sent my order with some unreliable courier called SpeedX and its not the express shipping that I paid for.I paid extra for my order to be sent out with ***** and now theres been no movement on the package for 3 days and they just keep telling me to wait a week.How is an order that I cant even track and have to wait another week for worth $13 in shipping fees?Im not even asking for a full refund, I just want my money back for the express shipping.Order #GSUNHA44100NCYWBusiness response
07/02/2024
Hello,
I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.We are sorry for the bad experience. We noticed that your package was delivered on June 26.
For further assistance, you can also contact our customer service through this link: **************************************************************************************************************************************************************************************'ll offer a proper solution for you asap.
Thank you and have a nice dayInitial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have made several purchases with SHEIN. When I try to process my RETURNS they prevent me from using my camera to take required photos and wont allow me to load a pic from my library. And they tell me no returns on promotional purchases. All of my purchases state I can return.Business response
07/02/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. We would love to provide further insight regarding this issue.
According to our website's return policy, the products you requested to return belong to non-returnable products, and we cannot arrange a return for you. We are sorry about that. Due to the special nature of the goods, health and safety considerations of the products. We need to restrict the return of some products to protect product quality and customers' rights.
You can check this link for more details about the return policy ******************************************************************* you for your understanding and support.
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 dayInitial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The sellers size guide on the site suggested that I select size Medium and that works well for some of the items I received from them. However, when I received the items they posted to be on sale, they are not Medium. Though the marks on the shirt said it is, its still too big compared to the non-sale items that I bought from them. Now they dont want to accept return.I am a consumer and it is my right to return, since the items are not used. When i contacted them, they said that if theres no quality issue (which there isnt), theyre unable to return and refund. Im so helpless because, its all on their benefit and not the one who is purchasing from them, theres nothing left for me to win this case because they told me that the sale items are non-refundable. As a consumer, there is no way for me to get my money back for unused products, still brand new and never been worn.I have no use for these items because I cant wear them, its either they accept my return for a refund or i just throw these away and they take my hard earned money. Its a sad and disapppointing experience.Business response
07/02/2024
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 tell us the order number and the relevant product sku number? If the size of the product does not match the description on the website, we ask you to send us measurement pictures of the real product. 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 dayInitial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I tried twice to do the things to get free stuff and it doesnt let me and it not fair when its saying that other users did get free stuff and not me I dont get why its not letting me I want the free stuff or store creditBusiness response
07/02/2024
Hi,
Hope this email finds you well.
Thank you for bringing this issue to our attention.
About the free trial, would like to give some clarifications on that for you.
Trial Winners are randomly selected through our system. It will refer to the historical trial integrity and so on. But also because our number of Winners is limited, if your application fails, don't be discouraged, you can continue to apply for next week, good luck!
For more rules about free trial, you can refer to *****************************************************************************;
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.
Kind regards,
SHEIN **************** TeamInitial Complaint
06/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I made a purchase of $420 for clothing for an upcoming vacation on April 15, 2024. I received all of the items and had about $300 worth of clothes to return due to not fitting correctly or simply changed my mind. I logged in to my account to start the return process and found that for 10 items, about $120 worth of clothes, I was unable to return due to "promotion item." Not once during my purchase did an alert pop up about being a promotional item. Additionally, during the return period most of the items were still on sale, some even cheaper than what I had bought them for, and were considered returnable. I had to reach out via chat on ******** and over customer service for them to answer my questions. I kept receiving the run around and generic answers on why I couldn't return them even though the product page said they could be. I asked for a screenshot of the backend system showing that it was considered non-returnable on the day I purchased the items, and all I received was a screenshot of my order. I finally asked for a screenshot of the product page and finally received one for one item and it showed as non-refundable, while on my computer at the specific time I received the screenshot, I pulled up the product page as a customer and it showed it was returnable. When I asked when that screenshot was pulled, I was not given a clear answer. Not honoring your Product Page return guidelines, which is what I'm referred to when I look into the Return Policy, is a deceptive marketing and customer service practice. I would like a refund for the amount in which I am now out for clothes I am unable to return or wear.Business response
07/02/2024
Dear customer, please provide your order number for us to verify. In addition, according to our return policy, promotional items are "non-returnable" items. Thank you for your understanding and support.Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I returned the items I am not being returned for all the items. SHEIN does not allow you to talk to an actual human only through chat. I shipped the items even asked one of their agents for assistance which at first the agent lied and told me that $1232.00 worth of items were not refundable. I informed the agent that was not stated the agent then grouped some of the returns I told them that was not everything. I had to go in and do another return. SHEIN has refunded some items but not everything I shipped back to them. I have submitted proof of some of the conversations the last agent told me not to reply to the email so Im confused on what to do to get my money back. SHEIN put $28.15 I the wallet when I stated all refunds go back to original payment.Business response
07/03/2024
Hello
Please confirm the returned items information but not refunded
item sz2303203824833233 from order GSUNGA17300TXSQ
item sw2303029681316903 from order GSUNGA17300TXSX
item sz2403262190002502 and sz2311208358868844 from order GSUNGA17300TXSW
once confirmed,We will take a further step.Hope you can understand!Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered something from this website, it was sent to wrong address, they took a picture of the wrong house and did not include the picture of the house address. Ive contacted them several times, *** also contacted ***** but ***** is unable to help me since its been 22 days and Shein refuses to help in any shape or form. I spent over $200 just to not receive this order.Business response
06/23/2024
Hello,
I sincerely apologize for the inconvenience.
To resolve your issue, we need to check the status of your order. Can you provide a specific order number or tracking code?
We appreciate your attention and look forward to your response soon.
Yours sincerely,
SHEINInitial Complaint
06/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The return policy states that items can be returned within 30 days. I received items last week that are the wrong size. I followed the really arduous process of trying their return not and it says items have been worn or damaged and cannot be returned. None have been worn as they do not fit and the one that came with a tag in tact still has it.Business response
06/24/2024
Hello,
Could you provide your order number (starting with GSUN) or tracking number?
We will solve your problem as quickly as possible.
Waiting for your response.Initial Complaint
06/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on Shein on May 31st 2024. On June 8th I receive several notices that my order couldnt be delivered because my house was inaccessible. This is not true, I was home the entire day no attempt was made. The carrier name is SpeedX. The carrier phone number has an automatic reply redirecting clients to a website. In web site the chat is robotic creating non sense automatic replies. Shein customer service is hard to access, most replies also automatized and robotic. I was told to wait first until june 14th and then until june 21st before contact them again (!) to request a refund. This is a scam to me. They make everything super hard so they wont have to refund or replace items.Business response
06/24/2024
Hello,
Could you provide your order number (starting with GSUN) or tracking number?
We will solve your problem as quickly as possible.
Waiting for your response.
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Customer Complaints Summary
1,929 total complaints in the last 3 years.
1,757 complaints closed in the last 12 months.