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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:01/28/2025

      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.
      On Friday, January 24th, I dropped off a return package to ***. Upon return, *** scanned the package but I was not offered a receipt. The scan was not reflected in tracking and the tracking number has not been updated since. I reached out to ***, who informed me that this is considered a lost package and Shein would need to file a lost package claim online as their account generated the label. I subsequently reached out to Shein and the customer service agent, *****, refused to assist in filing a claim without a receipt and ended the chat on me abruptly (transcript attached). I also went back to *** (after not being able to get ahold of the access point) to see if there was any other way to resolve this, but they said that due to restrictions placed by Shein, they cannot do anything without Shein filing a claim - screenshots of our conversation attached.

      Business Response

      Date: 02/05/2025

      Hello, normally, the warehouse will unpack and inspect your returned package within 5 days of receiving it. If the package is genuine, we will promptly process a refund for you. Please be patient. Thank you for your understanding and cooperation.

    • Initial Complaint

      Date:01/28/2025

      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.
      non receipt of items on orders GSU10L15Q00486V and GSU10L15Q00486P tracking number D10016017082588 after reporting my missing package to both SHEIN and shipping OnTrac, I have not been offered compensation or refund and the items were never received at my home.Again, there is no proof of delivery given by OnTrac, no photo on where the items were left and I have been unable to locate ******* addition, I have went thru all steps attempting to get the shipper to change the delivery confirmation to lost or for me to be able to submit a claim against them for leaving my package elsewhere and not receiving it. I have detailed out for you all the steps I have taken to locate the package to no avail. I also asked for these items to be shipped with a rush delivery due to me needing them for my daughters birthday parties, which is now in the past, Due to the party date passing, I asked for a refund versus a replacement and was denied. The package has never been located. I have also detailed out for you all the numerous issues that I have had with the shipping company ****** in the past. I have never had a package unable to be located however I have numerous times Had the shipping company leave my package at the incorrect address or in a common area of my apartment complex For me to locate. I have always been lucky enough to gain my packages. I received a shipment yesterday from them shipped from Shein, and I had to go into the website and request that they take a photo and ensure that the package was delivered to my door, this is not something I should have to take an extra step to do.

      Business Response

      Date: 02/05/2025

      Hello
      After verification, your package has been delivered correctly. If you have not received it, it is recommended that you contact the logistics provider to provide proof of non-delivery or other supporting evidence (such as door video, etc.)

    • Initial Complaint

      Date:01/27/2025

      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.
      I ordered a generator from Shein on 1/10/25 in the amount of $187.49. On 1/16/25 I received 2 emails within seconds of each other, one saying my item has shipped and another saying item delivered. The Shein website stated and still states local warehouse scheduling delivery so I didnt think much of it. A couple days passed and no delivery from local warehouse so I reached out to Shein. Shein replied a chat saying the item was delivered to me. I checked my camera for the date that the item was supposed to of been delivered (1/16/25) and no delivery whatsoever. I went on the ***** website to file a missing package. The ***** website asks for my address so I typed it in. Per the website my address does not match the address for that tracking number. I called fed ex to try and get the address that this tracking number was delivered to and they couldnt give it to me because the tracking number Shein sent me does not correspond to my name or address. They were able to tell me that the address on the tracking number that Shein says was delivered to me is for a total different address and even a different name. I have tried to contact Shein though their ticket system and chat but ever time I enter a new message I get the same reply please allow 24 hours for reply. I have asked them for a copy of the shipping label that was used or the account number so I can research with fed ex but they have not been willing to assist. Shein is not even willing to put me in touch with their vendor. Its been over 7 days and I have not been able to get in touch with anyone. Order number below and tracking number attached . Have also attached the chat conversation I received over the days. Completely auto generated replies. No assistance whatsoever

      Business Response

      Date: 02/05/2025

      Hello
      After verification, your package has been delivered correctly. If you have not received it, it is recommended that you contact the logistics provider to provide proof of non-delivery or other supporting evidence (such as door video, etc.)

    • Initial Complaint

      Date:01/27/2025

      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.
      They have these games that are a full on scam. They make you waste a bunch of time inviting ***************** for them to then disqualify your game. This is happening to several people. I just want what I won!

      Business Response

      Date: 02/05/2025

      Hello,

      In order to further verify the issue, please provide your SHEIN account email so that we can verify the specific reason.

      Looking forward to your reply.

      Sincerely,
      SHEIN

      Customer Answer

      Date: 02/05/2025

       
      Complaint: 22865730

      I am rejecting this response because: this is the only way its letting me reply. My email is ***************************** I also had money in my wallet that was taken too. Ive been a loyal customer for a long time. This has really turned me away from the company. Unless we can figure something out, I will be deleting my account and having my friends and family who joined just because of these games to do the same. Hope to come to some resolution soon. 

      Sincerely,

      *********

      Business Response

      Date: 02/18/2025

      We are very sorry. Your game reward has been cancelled because the system detected abnormal behavior. The following are the reasons for this:. The following are the possible reasons for this:

      1. The same user is only allowed to use one account to participate in the event. If you use the same mobile phone number or device as your original account to register a new account and participate in this game, it will be regarded as abnormal behavior.

      2. Users may cheat, including but not limited to the following: using simulator plug-ins, plug-ins and other illegal tools to scan, download, install, register, log in or participate in platform games; registering multiple accounts by modifying device data; using plug-ins, plug-ins or third-party tools to interfere with, destroy, modify or exert other influence on the platform and game activities, and other behaviors that are deemed by the platform as improper means.

      For the above risky behaviors, please abide by the rules of the event to ensure a fair competition environment. Thank you for your understanding and cooperation.

      Tips: In order to protect the security of your account, please do not share account information with others and avoid using unauthorized third-party tools to ensure your game experience goes smoothly.

      Customer Answer

      Date: 02/26/2025

       
      Complaint: 22865730

      I am rejecting this response because:

      I did follow the rules and didnt cheat. Thats offensive that you accuse me of that especially with nothing to back the claim. YOU are the real scammer here. 

      Sincerely,

      ********* *****

      Business Response

      Date: 03/10/2025

      Hello, thank you for your feedback. After verification, you have already cut down to 0 yuan in the game and completed the game task, but the free gift redemption failed. We will feedback the technical verification of the specific reason for the redemption failure. It is recommended that you contact us again after 2 working days to inquire about the latest progress. We are sorry for the inconvenience caused to you and wish you a nice day!

    • Initial Complaint

      Date:01/27/2025

      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.
      I played 2 games on SHEIN and won a total of $400 in credits. I was able to place only one order and now I cant place anymore orders as they are saying that I can not do anymore because my account is frozen due to suspicious activity which makes absolutely no sense to me at all. I have never done anything wrong. All I want is my account to be unfrozen so I can complete my order. I only have until 01/30/2025 until my credits expire and customer service told me that there was nothing that they could do which is completely unfair.

      Business Response

      Date: 02/03/2025

      Hello,
      Thank you for contacting us. Unfortunately, your account has been suspended due to abnormal activity and you are currently unable to place orders. This move is to ensure the shopping safety of users. We hope to gain your understanding and cooperation.
      Thank you for your support and patience!
      SHEIN

    • Initial Complaint

      Date:01/27/2025

      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.
      Shein sends me a few spam emails everyday and there is no way to opt out of their spam. I don't know who they are nor order from them, I want the emails to stop.

      Business Response

      Date: 02/05/2025

      Hello

       you can check the unbinding prompt and the unbinding entry at the end of the received email, and you can complete the unbinding by yourself through the unbinding entry. Thank you for your understanding and support.

      Customer Answer

      Date: 02/05/2025

       
      Complaint: 22863891

      I am rejecting this response because: I have submitted Opt Out requests on multiple occasions and yet you continue to send me spam mail. I want my email, *********************** and ********************* removed from your mailing list permanently. 

      Sincerely,

      ******** ******

      Business Response

      Date: 02/19/2025

      Hello,

      We recommend that you try to block the sender. You can also unsubscribe at the end of the email.

      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:01/27/2025

      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 have been communicating with SHEIN for over a month about an order that was not received. I spoke with ****** and they said they are just the delivery company and to contact Shein directly because the package came from them. They also told me that the package went back to the warehouse although on another tracking says it was delivered. IT WAS NOT DELIVERED TO ME! This is what it says: Return to sender warehouse UUS4C91135708212510

      Business Response

      Date: 02/03/2025

      Hello,

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

      We were unable to locate any order using the tracking number you provided. To avoid mistakes, could you please tell us the order number? 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

      Customer Answer

      Date: 02/03/2025

       
      Complaint: 22862704

      I am rejecting this response because:

      Here are the order details:

      Order number:
      GSUNPH13A000CE3
      Estimated delivery date:
      Dec 15 2024-Dec 18 2024
      Tracking number 
      UUS4C91133707562313
      View Details on UniUni
      Delivery company:
      UniUni. 

      It was not delivered so when I contacted ******, they told me it was sent back to the warehouse. The same details I see when I put in the tracking details, you can see and you can also contact them directly! 


      Sincerely,

      ****** *****

      Business Response

      Date: 02/18/2025

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

      Customer Answer

      Date: 02/26/2025

       
      Complaint: 22862704

      I am rejecting this response because:
       Per the NUMEROUS messages I have sent you over the las few months AND DETAILED INFORMATION about this situation, Im not sure why it it so hard for you to understand or comprehend what I have been saying and/or typing.  By the way, that postal telephone number you provided does not work. It gives a busy signal and then it hangs up. Also, the carrier service you went through to send the package which I mentioned didnt deliver it to the post office so not sure why I need to call them for them to give me proof that it it was not delivered. As mentioned before, the delivery company said they sent the package back to the warehouse  of where it originated. 

      Sincerely,

      ****** *****

      Business Response

      Date: 03/10/2025

      Hello,
      We recommend that you contact the logistics provider to request a package return certificate and provide it to ***
      Thank you for your understanding.

      Customer Answer

      Date: 03/19/2025

       
      Complaint: 22862704

      I am rejecting this response because:

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:01/27/2025

      Type:Order 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.
      Played a game on SHEIN to win $200.00 in credits and when I won, SHEIN refused to give the credits. Ive been fighting with them since December of 24. I would like my winnings. There are several people that have won this game and SHEIN refuses to pay out

      Business Response

      Date: 02/03/2025

      Hello,
      Thanks for your message.
      Could you please provide the name of the game you participated in and a screenshot of your winning so that we can verify it?
      SHEIN

    • Initial Complaint

      Date:01/27/2025

      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.
      Purchased a plant stand on 01/11/2025 and ***** tracking number provided was ************ and delivered 01/17/2025. The picture is not my house so upon contacting ***** they confirmed that the item was an automobile part and it was delivered to the intended party and was not in anyway linked to my address and order. I have contacted Shein several times explaining this and they continue to give a generic response that according to the tracking number it was delivered and they cannot help any further.

      Business Response

      Date: 02/03/2025

      Hello,
      Thank you very much for contacting us. According to the logistics track, your package has been successfully delivered.
      In order to assist you more effectively, we need more detailed information to further handle your case.

      The following are some types of evidence that can help us better verify the details of the package:

      1. Mail from the logistics provider confirming the lost package
      2. Proof of wrong address
      3. Proof of false signature
      4. Proof of abnormal signing time
      5. Video surveillance at the door when signing

      Please try to provide one or more of the above types of evidence according to your situation.

      This will speed up our understanding of your situation and the verification process.
      Thank you very much for your cooperation and understanding!
      SHEIN

    • Initial Complaint

      Date:01/27/2025

      Type:Order 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 1/19/2025 I placed my first order with Shein via app.. Item #1 Boots, $20.64 $Item#2 for tee shirt $5.47 Order total: $26.11 owed to me. One minute they claimed the order shipped, the minute they cry shipment delay.

      Business Response

      Date: 02/03/2025

      Hello,
      Thank you for your feedback.
      The logistics official website shows that your package has been successfully delivered.

      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!

      SHEIN

    SHEIN is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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