Complaints

This profile includes complaints for SHEIN's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  SHEIN

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

• 

  SHEIN

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

• 

  SHEIN

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

• 

  SHEIN

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

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.

• Initial Complaint

  Date:01/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 shein 12/28/24. I also paid for quick ship. The last update I have with **** tracking is from January 6th. I attempted to contact SHEIN about a refund 1/17/25 to notify that I never received an update or my order. They told me if I didnt get my item by 1/17/25 to contact them again for more solutions. I have contacted them again and have yet to receive a refund or my item. I have also not received any further update on where my package is with **** since 1/6/25.

  Business Response

  Date: 01/27/2025

  Hello,
  Thank you for your reply, we have successfully applied for a refund for you, the refund time is 2-7 working days, please be patient
  Wish you a happy life!

• Initial Complaint

  Date:01/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 trying to contact customer service but I only get the same copy/paste response every time. I cannot put in a dispute request as it tells me to fill out fields but no option to fill out. I had ordered a large order from Shein. Out of one particular part of this (Shein Mod) Almost every single item came with a defect. I ended up only emailing about 5 of those items but out of each they have fought me on the defects and have also only offered partial refunds. At this point I just need to talk to someone else because I cannot get anyone to understand my issue. It's very upsetting to have so many defects happening within a order.

  Business Response

  Date: 01/27/2025

  Hello,
  Thank you for your reply. We have successfully applied for a refund for the remaining items except for the three items with sku sz2312093619223438, sz2306079780814284, and sw2207166744884111 in your order number GSU10J56B001HBY. If you have any questions about these three items, what are the specific defects of these three items? We need you to provide clear and complete pictures or videos of the product defects for our verification.
  Thank you for your patience and understanding!

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22834441
  
  I am rejecting this response because:
  I actually did apply photos when I messaged customer service. I sent so many photos and kept getting a generic response that was copy/pasted over and over again. It was overall not a pleasant experience because it felt like no one looked or listened to my issues.I didn't even bother with other quality issues because of this and I'm going to hesitate to buy anything in the future. 
  Sincerely,
  
  ******** *********

  Business Response

  Date: 02/10/2025

  Hello,
  Thanks for your reply.
  We have provided solutions for other items in the order based on your feedback.

  If there are problems with these three items: sz2312093619223438, sz2306079780814284, and sw2207166744884111, we still recommend that you provide relevant pictures or videos for us to verify.
  Thank you for your understanding.
  SHEIN

   

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 pot set from Shein for my daughters birthday. The address is correct on the website. It needed to go to Lone Wolf OK. ***** delivered to *****, Ok. Shein says to contact *****. ***** says Shein placed the wrong address on package to contact them. I paid for it through ******, so I reported there. I want my money back.

  Business Response

  Date: 01/27/2025

  Hello,
  We are sorry that we cannot locate the specific situation of the package based on the information you currently provide. Regarding the issue of incorrect delivery address you mentioned, we recommend that you contact the logistics provider to provide proof of the incorrect address for us to verify.
  Thank you very much for your cooperation and understanding!

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bath set from SHEIN and it was marked delivered. I reported to them that I never received the package and I have cameras to prove it. They still kept saying that my item was delivered. After further research I found proof that it was sent to a whole different address in a different state. When I sent them that proof, they kept sending me the same generic reply stating that my package was marked as delivered and I will not get a refund. All I want is my item or a refund.

  Business Response

  Date: 01/27/2025

  Hello, we are sorry that we cannot locate the specific situation of the package based on the information you currently provide. 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 receipt time
  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!

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22833642
  
  I am rejecting this response because: I submitted the proof requested along with my address that is recorded from my order. You have requested information I already provided to you including the attached screenshot of where the package was picked up from which is 10 1/2 hours from where I live by car . This is the same back and forth that I was getting on your app. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 02/10/2025

  Hello
  We have reported the issue to the logistics team for further verification. Please wait patiently for the results of the investigation.

• Initial Complaint

  Date:01/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 made a purchase on SHEIN (order # GSH10V325001A0N) and it was delivered to the wrong address. I have proof of this as the delivery driver took a photo which shows the house number which is different from my house. I went to that house number on my street but it is not the same house so I do not know where they delivered my package to. I have tried contacting SHEIN to get a refund but the chat box does not help and keeps saying to come back and contact customer service. When I try contacting customer service the drop down menu will not allow me to select my tracking no. In the series of questions they ask so I cannot request help. I just want my money back because I did not receive my package.

  Business Response

  Date: 01/27/2025

  Hello,
  Thanks for your message.
  After verification, our colleague has helped you solve the problem.
  This order has been refunded to your payment account. You will receive the refund within 1-2 working days.
  Thank you for your patience and understanding.
  SHEIN

  Customer Answer

  Date: 01/27/2025

   
  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,
  
  ****** ****

• Initial Complaint

  Date:01/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Dec.29, 2024 in the amount of $241.26. It was supposed to be delivered by Jan. 6, 2024. I received a package, but it had some random, cheap mens mothers in it. None of the items I paid for were in the package. I immediately contact SHEIN. I sent pictures of the package received and the items received (all unopened). SHEIN refused to refund my money because technically a package was delivered. Below is the email I then sent to SHEIN.I received a package that is incorrect and does not contain the items I ordered. This was a large, expensive order for me Order Details: Order Number: GSU10861M00NQCE; GSU10861M00NQW2; GSU10861M00NQCJ;GSU10861M00NQCP GSU10861M00NQWM GSU10861M00NQW1 GSU10861M00NQCD GSU10861M00NQW0 GSU10861M00NQWN GSU10861M00NQCV GSU10761000QN23 GSU10761000QN24 GSU10761000QN2K GSU10761000QN2R GSU10761000QN25 GSU10761000QN2T GSU10761000QN2Y GSU10761000QN26 GSU10761000QN27 GSU10761000QN28 GSU10761000QN2L GSU10761000QN2F GSU10761000QN2Q GSU10761000QN2S GSU10761000QN29 GSU10761000QN2B GSU10761000QN2G GSU10761000QN2J GSU10761000QN2H GSUNPW61300516X Date of Purchase: Jan. 6, 2025 Incorrect Items Received: Mens clothes; hats; nose rings Correct Items Ordered: Women and Kids Clothes; Kids Toys This error is unacceptable, and I demand that you take immediate steps to resolve this ********* addition, SHEIN charged my ****** Account the next day, on Dec. 30, 2024 in the additional amount of $101.81. This was an unauthorized charge. I never received any items in connection with this charge. SHEIN continues to ignore my messages and refuse any kind of refund.

  Business Response

  Date: 01/21/2025

  Hello, after verification, there is no misdelivery in your waybill number SPX1DM056730284053. At the same time, we noticed that you submitted a customer inquiry for not receiving the package in waybill number **********. If you think the goods in waybill number ********** have been misdelivered, please provide a picture of the package label.

• Initial Complaint

  Date:01/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 12/31/2024, I ordered six 3pcs Wooden Tea light small candle holders. Therefore, I was expecting to receive 18 wooden small candle holders. However, on 1/7/2025, I only received 6 candle holders. I submitted a claim through their App, as there was no other way of communication, A customer service representative, replied that Shein could refund my money, but I informed them that I wasn't looking for a refund. I requested, to send the missing pieces, and I got a response that the missing items, would get re-shipped. Since I explained the problem and was reassured that the missing pieces were on the way, I didn't have a choice but to wait On 1/17/2025, I received the missing items, but to my surprise, I only got two out of the 12 missing pieces. One more time, I sent a message to customer service, and today, I was informed that based on my order information, all the items I received are correct, and nothing is missing. The product description, on the Shein Website, states the following:3pcs Wooden Tea Light Candle Holders, Wooden Votive Tealight Holder For Wedding Birthday Centerpieces Color: Khaki Size: one-size. S. M. L The description stated **** and only gave me the option to choose between, one size, S, M, or L. which means, that a customer would get 3pcs in the size of their choice. However, this is misleading information, as the customer will only get 1 item. In addition, customer service never stated that the re-shipped order was only for 2 more candle holders. As a customer, this is frustrating. I purchased 6 sets of 3 pcs each and today, they said my order was correct and Shein doesnt owe me anything. I only want them to send the 10 missing candle holders.Thank you.

  Business Response

  Date: 01/21/2025

  Hello, we noticed that your order was exchanged and resent on January 9, and the order was signed for on January 17. Has your issue been resolved?

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22831002
  
  I am rejecting this response because: The order with two candle holders, I received on January 17th, it was not an exchanged. It was supposed to be the 12 missing items from the original order. I placed and order for: Six, 3pcs Wooden Tea Light Candle Holders in size small. The item description states "3pcs." Therefore, I should've it received 18 candles holders when the ordered was delivered January 7/2025. However, I only got 6 candle holders. As a result, I contacted customer service on 1/7/25, and explained the issue. On 1/9 I got a response from *** stating "We are glad to inform you that we have successfully processed the reshipment of your items in your order. Once your order was shipped out you will notify an email of tracking information." Also, I requested it if was possible to get a faster shipping method, as my concern was not getting the missing items on-time. While ***, the customer service representative, did not mentioned they reshipment was only for two missing items, and I did not asked her, because she reassured me that my missing candle holders were reshipped. After I received only two candle holders on January 17th, I contacted again customer service, and one more time I had to explained everything. Surprisingly, the response I got from ******, a customer service representative was, "Based on your order information all of the received items were correct and nothing is missing." I though, this issue was resolved, after I addressed the problem back on January 7th. Instead, it seems that the customer has to pay for the mislead product description. Therefore, after being tired of explained the problem with unsuccessful results, my only option to get a resolution, was through the BBB. I only want SHEIN accepts responsibility, and send me the10 missing candle holders.

  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/08/2025

  Hello, since the website describes the product as only one piece and the product description is incorrect, we have reported the problem to the relevant department. In this regard, we can resend you four pieces of the product. Can you accept this?

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22831002
  
  I am rejecting this response because: First of all, the website doesn't describe the product as only one piece. Today, it still, describes the product as 3pcs, from $1.90 in One size, S, M, or L. Therefore, according to the current description, a purchase for $1.90, is for 3pcs in Small or for $2.30, it will be for 3pcs in Medium, and so forth. So, any purchase, in any size, with the actual item description, includes 3PCS.

  However, the product description has not been corrected or updated,  and still false advertising misleading the customer.

  As Shein's response states the product description is incorrect and accepting responsibility, I expect them to send the 10 missing pieces.

   

   

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/11/2025

  Hello,
  Thanks for your message.
  We can refund the 6 items you purchased to your payment account.
  And you can keep the items you received. Do you agree?
  SHEIN

  Customer Answer

  Date: 03/14/2025

   
  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,
  
  ***** *******

• Initial Complaint

  Date:01/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered 12/27/24 I have contacted shein 5 times about this. I never received this order and want a refund. They refuse. Ive asked to speak with a manager and they refuse, Ive asked for a call back, they refuse. Their stance is that the carrier said it was delivered, which it was not. The description on the *** ex delivery states it was left by a gate, which it was not. I just want a refund for the money I paid for an item that was never delivered.

  Business Response

  Date: 01/21/2025

  Hello, I'm sorry, after confirming that your order is in complaint status.

  We recommend that you contact your payment platform to follow up and resolve the complaints.

  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 day

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 January 15th 2025 I was a victim of card fraud someone illegally obtained my card information and fraudulently purchased items online from SHEIN...within hours of this theft I tried multiple times to contact SHEIN after speaking with my own card company and SHEIN has offered ZERO HELP there's no customer service phone number through a live chat agent i warned them that someone is making fraudulent purchases and was told in 24 hours someone would get back to me well ultimately 48hrs later I was told they shipped the items 72 hours later I was told there were no charges and today I was basically told sorry for your loss we took one too...I've asked information regarding the name address city state of were these fraudulent items were sent to in hopes of maybe contacting local authorities of where ever they went sent and zero help nothing so then i used the scenario what if i actually bought this stuff can you tell me the details I mean it was my information used to make fraudulent purchases so this company not only does not help victims of fraud they don't give information to honest buyers either from the scenario and it seems very negligent and criminal they can authorize your money to be stolen but not help with literally anything else. This company needs to be held accountable for their actions. They are basically allowing enough time for fraudulent activities to happen and then denying the charges ever happened clearly they happened

  Business Response

  Date: 01/21/2025

  
  
  Hi,
  
  Thank you for your feedback. We are sorry to hear that.
  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 

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 never received my order. I paid for it and never received it. They have no number to call to talk to anyone, they say you can chat with them, you cant. They send you to open a ticket, that goes nowhere to help resolve anything close to your issue. So basically they stole money from me and have made it so that I cant do anything about it. I am cancelling all orders from them in the future, and I suggest you dont shop at this business.

  Business Response

  Date: 01/21/2025

  Hello dear customer
  
  Sorry to bring you a bad shopping experience.
  Sorry, SHEIN and I, as customer service, cannot control the shipping speed as it is determined by the logistics provider. If possible, I would like to be able to deliver the package to you quickly! ??

  If you have not received the package before January 25, please contact us again and I will arrange a refund for you.
  
  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 day