We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/28/2022

      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.
      Purchase date was July 4, 2022 ETA: July 16-19 It's the end of the month and I still don't have my order and nobody is trying to help me find it!!! I want my money back. My order total: $376.19

      Business Response

      Date: 07/29/2022

      Hello, sorry for any inconvenience. For better service, we suggest you contact our customer service through the link below: **************************************************************. We'll offer a proper solution for you asap. Thank you and have a nice day!Please enter Contact Agentand submit a ticket to us.

      Customer Answer

      Date: 08/04/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      They did not offer any help or solution to the problem. I either need a refund or my things sent asap. They have not helped me using their help link the first **** times I've used it so that's why I came to the BBB IN THE FIRST PLACE.

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 5, 2022/07/29) */ Hello, sorry for any inconvenience. For better service, we suggest you contact our customer service through the link below: *********************************************. We'll offer a proper solution for you asap. Thank you and have a nice day!Please enter Contact Agentand submit a ticket to us. Consumer Response /* (3000, 7, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not offer any help or solution to the problem. I either need a refund or my things sent asap. They have not helped me using their help link the first 1000 times I've used it so that's why I came to the BBB IN THE FIRST PLACE.

      Business Response

      Date: 01/29/2024

      Hello
      We checked your order and found it shows refunded already,Hope it helps!

      We will continue to improve our service based on your feedback .Please believe that we adhere to the principle of customer first and hope to provide you with better service in the future.
      If your issue was solved, will we know if you are satisfied with our service? We will appreciate it.??

    • Initial Complaint

      Date:07/27/2022

      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.
      I placed an order on Sheins website. The order was for approximately 20-25 3-prong cell charger cables in different colors. The total amount was $67.52. The tracking number states the items were delivered (to my office) but the items were never received. I've contacted SHEIN twice for resolution but all they say is it was delivered. I'm not asking for a refund, but an online credit would be proper. The order number is: *************** Ordered June 18, 2022 Any assistance would be greatly appreciated. Thank you.

      Business Response

      Date: 07/29/2022

      Hello, sorry for any inconvenience. For better service, we suggest you contact our customer service through the link below: **************************************************************. We'll offer a proper solution for you asap. Thank you and have a nice day!Please enter Contact Agentand submit a ticket to us.

      Customer Answer

      Date: 08/04/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      This is the same customer service web address I've used previously. However, I will reach out to SHEIN again and see what they say. Thanks.

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 5, 2022/07/29) */ Hello, sorry for any inconvenience. For better service, we suggest you contact our customer service through the link below: *********************************************. We'll offer a proper solution for you asap. Thank you and have a nice day!Please enter Contact Agentand submit a ticket to us. Consumer Response /* (3000, 7, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same customer service web address I've used previously. However, I will reach out to SHEIN again and see what they say. Thanks.

      Business Response

      Date: 05/27/2024

      Hello,
      Thanks for your reply. We sincerely apologize for the inconvenience that you have experienced.

      According to the internal investigation results, the package was delivered successfully. In this case, we suggest you can contact the courier directly to verify the delivery information of the package again.

      If there are no results from the shipping company, you can directly contact the payment platform or your bank to charge back or make a complaint. 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.

      Thank you and have a nice day

      Customer Answer

      Date: 05/27/2024

       
      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. Its over 2 years since I filed the complaint. Makes zero difference at this point.


      Sincerely,

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

    • Initial Complaint

      Date:07/23/2022

      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 placed an order with the company on July 15, my order was immediately cancelled without an explanation. The total amount is $222.82, withdrawn from my checking account via a debit card. I was told that I would receive a refund, but upon asking about it I was told that my refund had already been processed and sent to **************************, which is not my PayPal account, it is a fraudulent account that was created to collect my money. I haven't received a cent from this company and they have continually told me that they will not address this issue or re issue a refund. They have told me to contact PayPal with transaction number *****************, and PayPal will not address this either as it's not their mistake. As of right now I haven't received any help from this company, they won't even compromise by giving me any type of merchandise credit.

      Business Response

      Date: 11/29/2023

      Hi! Hope you have a nice shopping experience here.
      For any issues, you may contact **************** 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.

    • Initial Complaint

      Date:07/22/2022

      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.
      Missing item in package. The business refuse to refund or reship the item, saying it's not missing on their side. It is so obvious they didn't include missing items in package due to the size of it (I bought 2 shoes, missing one, and package is not big enough for more than one shoe box). Customer service respond very slow, didn't respond to live chat. It takes a week to hear their investigation result and all they are saying is it's not their fault and don't want refund or reship.

      Business Response

      Date: 11/29/2023

      Hi! Hope you have a nice shopping experience here.
      For any issues, you may contact **************** 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.

    • Initial Complaint

      Date:07/22/2022

      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 purchased a Grey bag and less than a month later the strap tore. I reached out and they stated once I use it it no longer returnable. Extremely upsetting you stand behind product that is cheaply made and not even usable over a month. Was not looking for money even an even excha he would have been nice sin e I did enjoy it the time I did use it. Customer service stated they could not do anything for me I even took pictures to show then and stated regardless it was not returnable.

      Business Response

      Date: 11/29/2023

      Hi! Hope you have a nice shopping experience here.
      For any issues, you may contact **************** 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.

    • Initial Complaint

      Date:07/21/2022

      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.
      Around April 25, 2022, I ordered a 3 piece pajama set from Shein, but Shein committed fraud against me by sending me 3 of the same robes instead of the robe, tank top and pants pajama set that I ordered from them. When I emailed them they said I responded outside of their return period, which they should have made a exception considering they committed fraud against me.

      Business Response

      Date: 11/29/2023

      Hi! Hope you have a nice shopping experience here.
      For any issues, you may contact **************** 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.

    • Initial Complaint

      Date:07/18/2022

      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 purchased items from SHEIN and I was missing a pair of black shorts and a bra set was missing the covers. I sent an email about the issue to their customer service. The first email was sent June 28th. In that email I requested that they send out the missing items that I'd paid for, but didn't receive. There were back and forth emails about the items and nothing resolved. I hadn't heard anything or received the missing items from them, so I sent an email asking when they would be shipped. I got a long email from them asking for my information as if they didn't have it; the previous order was paid for and they shipped. So they have my information. I'm going to attach the last of fourteen emails I received today for two items that don't even add up to $12. I am writing this because I've ordered from them several timer over hundreds of dollars spent and they make a mistake and try to make it seem like I'm being dishonest for reporting missing items. I have yet to receive anything, just fake promises to do so.

      Business Response

      Date: 08/08/2022

      Business Response /* (1000, 5, 2022/07/21) */ Hello, sorry for any inconvenience. For better service, we suggest you contact our customer service through the link below: https://us.shein.com/robot?page=navigationBar. We'll offer a proper solution for you asap. Thank you and have a nice day! Please enter Contact Agentand submit a ticket to us.

    • Initial Complaint

      Date:07/16/2022

      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.
      Saturday July 16th 2022 I paid 330 dollars and my order was not confirmed it kept saying timeout and I know money was on my card it took my money and didn't place my order

      Business Response

      Date: 08/05/2022

      Business Response /* (1000, 5, 2022/07/18) */ Hello, sorry for any inconvenience. For better service, we suggest you contact our customer service through the link below: *********************************************. We'll offer a proper solution for you asap. Thank you and have a nice day!Please enter Contact Agentand submit a ticket to us.

    • Initial Complaint

      Date:07/15/2022

      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.
      Expected a delivery on July 12. Said it was out for delivery. Driver called me to come meet him he would arrive in two minutes. After 15 minutes passed I called him back. Extremely rude and yelled at me that he doesn't have my package and he doesn't know where it is. So then why did you call me and say you had it and to meet you? Hung up on me. Their call centre is full of complete idiots that never have a solution for anything. And can't give me any update on where my package might be even though it says it's been out for delivery for 3 days now. Requested my money back from shein and now they are giving me the ring around. Terrible delivery service be cautious when dealing with these crooks.

      Business Response

      Date: 08/05/2022

      Business Response /* (1000, 10, 2022/07/18) */ Hello, sorry for any inconvenience. For better service, we suggest you contact our customer service through the link below: https://us.shein.com/robot?page=navigationBar. We'll offer a proper solution for you asap. Thank you and have a nice day!Please enter Contact Agentand submit a ticket to us.

    • Initial Complaint

      Date:07/14/2022

      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 returned an item. They said that it was refunded June 29,2022. I contacted my bank. No it wasn't. So now they have the item and my money. *************************************************************************************************** For $29.96 There is no phone # or existing email for them. They also charged me $7.99 to return the item.

      Business Response

      Date: 07/16/2022

      Hello, sorry for any inconvenience. For better service, we suggest you contact our customer service through the link below: **************************************************************. We'll offer a proper solution for you asap. Thank you and have a nice day!Please enter Contact Agentand submit a ticket to us.

      Customer Answer

      Date: 07/22/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      That does NOT work.

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 5, 2022/07/16) */ Hello, sorry for any inconvenience. For better service, we suggest you contact our customer service through the link below: https://us.shein.com/robot?page=navigationBar. We'll offer a proper solution for you asap. Thank you and have a nice day!Please enter Contact Agentand submit a ticket to us. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) That does NOT work.

      Business Response

      Date: 01/29/2024

      Hello
      We checked your order and  found that we did not charge return fee and refunded return items for you already.Please check it again.

      We will continue to improve our service based on your feedback .Please believe that we adhere to the principle of customer first and hope to provide you with better service in the future.
      If your issue was solved, will we know if you are satisfied with our service? We will appreciate it.??

      Customer Answer

      Date: 01/31/2024

       
      Complaint: 19050004

      I am rejecting this response because: They did NOT ever refund the money. Apparently I am not the only person they have done this to.

      Sincerely,

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

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.