Business Profile

Online Retailer

SHEIN

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:01/14/2025
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.
fraudulent company steals from its sellers and gives to its buyers Over ***************************************** and claimed they never received it. Tracking shows delivered, photo proof shows delivered, but yet shein denied my claims as a seller and wont reimburse me- THEN, i bought something from shein as a buyer, it was not delivered yet shein would not reimburse me because they said it was delivered and that was it! So its ok for shein to do it to the buyer, but if your selling on shein, theyll steal the money from you
Business Response
Date: 01/20/2025
Hello,

We are sorry for the inconvenience.

Could you please provide the name of your store and the order number (starting with GS) or tracking number mentioned above?

We will solve your problem as soon as possible.

Waiting for your reply.
Customer Answer
Date: 01/20/2025

Complaint: 22810216

I am rejecting this response because:

Sincerely,

***** ******
Customer Answer
Date: 01/27/2025
SHein is deliberately stealing from its sellers over and over, when brought to their attention, they did not deny and dont have any correct **** to reach out to regarding this matter. They just brush you off and ignore these requests for a refund after some time.
Business Response
Date: 02/26/2025
Hello,

We apologize again, but we still haven't received any valid information from you.

Could you please provide the name or ID of your store and the order number (starting with GS) or tracking number mentioned?

We will solve your problem as soon as possible.

Waiting for your reply.
Initial Complaint
Date:01/14/2025
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.
Missing Items and Poor Customer Support I recently placed an order (Order Number: GSH10529A000SNM) with [SHEIN], but unfortunately, my experience has been disappointing. The shipment was supposed to contain 48 items, but I only received 34 items, leaving 14 items missing.I reached out to the support team multiple times via live chat and phone calls, but the issue remains unresolved. They claimed the shipment was sent in full. When I contacted the courier company, they confirmed that they delivered the shipment exactly as received from [SHEIN].This has caused a lot of frustration, and I kindly ask the company to: investigate the issue thoroughly and identify the reason behind this significant shortage. I also request either:The missing items to be resent to me.A refund for the value of the missing items.I look forward to your prompt response and resolution of this matter.
Business Response
Date: 01/20/2025
Hello,
After verification, there is no missing item in your package. We recommend that you check your package again carefully. If you have any other questions about your order, please feel free to contact us.
Initial Complaint
Date:01/13/2025
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 of 30 items adding up to the amount of $266.00. Not only did my package arrive late, it was not anything that I ordered. I sent proof in that I had received the wrong package and sheins customer service told me that they would have to see if they would be able to refund me. I have been a loyal customer to them and was treated like a liar when all I wanted was for them to resolve the error they made by resending my order or giving me a full refund. I was scammed. I sent the package back as it was the wrong package.
Business Response
Date: 01/20/2025
Hello,
This is a senior representative of SHEIN ******************** Center.
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.
After verification, your package did not contain the wrong items and our warehouse has not received the correct items you returned. so we are unable to process your refund.
Customer satisfaction is our pursuit and 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.
Thanks for your support and understanding.
Best wishes,
SHEIN

Customer Answer
Date: 01/20/2025

Complaint: 22806280

I am rejecting this response because:
I sent back the package I received in the same box it was sent to me in containing everything that was received.All items that I did not order .If you check my order history I have been ordering from shein for years and none of the items received are in any of my order history because I did not order those items. I understand mistakes happen but the unwillingness to correct this error and refund me my money even after me showing proof of the wrong order and returning the package in the same box it was received in with all the contents is unacceptable and is a poor representation of your companies morals. I have received a refund for some items but I want my full amount refunded. It is unfair to take my money that I work hard for. If you look at my order history you will see that I have spent a lot of money with this company and have always been honest. I actually planned on reordering my items once I received my full refund but the denial of fault on your end and refusal to rectify your error has made me never want to do business with you all again and also make everyone else aware that they may be scammed.
Sincerely,

******* ****
Business Response
Date: 02/06/2025
Hello, it's a pleasure to serve you.
We have carefully checked the situation and your goods have been sent correctly without any mistakes.
And your returned goods have not been registered in the warehouse yet, so we cannot process your refund request.
Please check whether the information of the returned goods is accurate.
Thank you for your understanding and cooperation.
Initial Complaint
Date:01/13/2025
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.
They "delivered" the package to the wrong address. Judging by the photo it was Wal-Mart or somewhere in the mall. We've asked at ******** and they did NOT receive my package. When I spoke with customer support they were going to find out where exactly the driver left it. I either want to know where I can find it or I need a refund.
Customer Answer
Date: 01/13/2025
I do not expect this to be delivered. I am lodging a complaint because they say the package was delivered and sent me the **** which shows my package in one photo, then a photo of ******* taken from inside a jeep. And the address on the front of ******* is clearly a different address then on my package. I believe the package was never actually delivered.
And, to answer your question, the seller is SHEIN, so they don't care.

Business Response
Date: 01/20/2025
Hello, thank you for your contact. We have applied for a refund for your package with order number JY24CY40U001085807. The refund period is 2-7 working days. Please check it. We are sorry for the inconvenience and wish you a happy life!
Initial Complaint
Date:01/13/2025
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 placed an order with Shein but I entered my address incorrectly as ****************************************************************************************** vs *****************************************************************************************. *** said delivered, but to where because address is non existent. I reached out to Shein with these details Order number-GSU10X18Q00MCGW and *** Tracking number- 1ZE4G992YW73039023. The photo provided by *** shows a house with different color brick and a different mat than mine. How was *** even able to deliver a package to an unknown address? We are looking for either a refund or a replacement of the items. Also, my security system did not show any deliveries on 1/8/2025 when they said it was delivered.
Business Response
Date: 01/20/2025
Hello,
This is a senior representative of SHEIN ******************** Center.
Thank you for writing to SHEIN regarding the issue with your order.
After verification, our colleagues have processed the refund to your payment account.
You will receive the refund within 7-14 working days.
Customer satisfaction is our pursuit and 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.

Thanks for your support and understanding.
Best wishes,
SHEIN.
Customer Answer
Date: 01/20/2025

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:01/13/2025
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.
On January 2 a package of mine was delivered $134 worth by ******* . The logistics provider of SHEIN. My package was marked delivered but I did not receive. I simply asked for my package to be RESENT. And to no avail .
Business Response
Date: 01/20/2025
Hello,
This is a senior representative of SHEIN Global Customer Care Center.
Thank you for writing to SHEIN regarding the issue with your order.
After verification, our colleague is refunded to your payment account.
You will receive the refund within 2-5 working days.
Thank you for your patience and understanding.
SHEIN
Initial Complaint
Date:01/13/2025
Type:Customer Service 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.
The Drawers on the dresser are not lined up lined up and will not close properly I bought this dresser for my granddaughter who doesnt live with or near me her mother sent the pictures to me so theres no way for me to get the dresser which I explain to them I dont know what to do they have several pictures, I want some type of resolution 257 dollars is to much money to throw away on a defective item
Business Response
Date: 01/20/2025
Hello,

Could you please provide your order number (starting with GSHN) /tracking number and sku of product?

We apologize for the inconvenience caused by the product problem. In order to solve the problem you reported more accurately and quickly, please provide complete and clear pictures of the defects (note: blurred/incomplete pictures may make it impossible to effectively verify the problem).

The picture standards are as follows:

1. The picture can be judged to be consistent with the ordered product;

2. The product defects can be clearly identified.

Thank you for your support and cooperation, and look forward to your reply!
Initial Complaint
Date:01/13/2025
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 was suppose to recieve my payment of the orginal payment method but it went to my wallet I added proof that o chose orginal payment method Please refund to Klarna thank you
Business Response
Date: 01/20/2025
Hello,

Could you please provide previous conversation records and your order number (starting with GS) /tracking number?

We will resolve your issue as soon as possible.

Looking forward to your reply.
Customer Answer
Date: 01/20/2025

Complaint: 22803631

I am rejecting this response because: it hasn't been fixed yet

Sincerely,

***** *****
Business Response
Date: 02/09/2025
Dear customer, I am sorry. At present, your order GSU10D31100TMNU has been refunded to your wallet. If you want to refund to your bank card, you can withdraw the money to your card. Thank you for your understanding and support.
Customer Answer
Date: 02/20/2025

Complaint: 22803631

I am rejecting this response because: that was not possible but the has been resolved

Sincerely,

***** *****
Initial Complaint
Date:01/13/2025
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.
The transaction date: 12-28-2024 Amount charged: $35.47 The purchase: 6 cube storage bookcase The dispute: I purchased the bookshelf and followed the tracking , but my delivery was sent to the wrong address. I went to ***** the shipper and the associate told me the tracking number I was given wasnt to a SHEIN order. The tracking number was associated with a customer named *** with a purchase from Lowes. I explained my address was in *********** and not **** but the representative stated this is the sellers fault and to contact them directly. I contacted SHEIN customer service explaining the situation, and they stated there is nothing they can do because the package is delivered . I have screenshots to prove everything and they still will not refund me. Neither Shein or the Seller have resolved the issue. The bookshelf was advertised on the website for sale.
Business Response
Date: 01/20/2025
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 signing time
5. Video footage of the surveillance camera 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!
Initial Complaint
Date:01/13/2025
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 laundry cart from Shein On December *******. This item was suppose to be a quick ship meaning it was suppose to be delivered faster than the other items i had purchased. Well that was not the case, it took about 2 weeks and on January 7 i got an email from ***** under tracking id ************. I checked all around my building and nothing. I checked the tracking number and it said it was delivered to a locker/ storage which i do not have. It was supposed to be delivered to my mailroom. I called ***** and they told me they could not help me because the tracking id ********************** gave them was not mine it belonged to someone else. They told me to contact Shein. I contacted shein through customer service and they insist it was a successful delivery even though i keep telling them i do not have a locker or storage.
Business Response
Date: 01/20/2025
Hello,
Thank you for contacting us. According to the logistics track, your package has been successfully delivered.
We understand your concerns and will do our best to assist you in resolving the issue.
To help us investigate further, please take some time to check the following: whether the package may have been placed in your mailbox, on the porch, at the front desk of your building or apartment, or collected by a neighbor.
If you still can't find your package, we need your cooperation to provide any additional information or evidence that may help us review. This information is crucial for us to review the logistics situation and take appropriate next steps.
We attach great importance to the shopping experience of each customer and will do our best to resolve this issue for you.
SHEIN

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SHEIN is NOT a BBB Accredited Business.