ComplaintsforSHEIN
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Complaint Details
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Initial Complaint
07/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I dont know why shein has been cancelling my orders and processing a refund for 48hours now. I dont understand whats happening. Here are the orders: - Order Cancellation Notification - GSUNJ9264007NK9 placed order on the 21st of July 2024 - Order Cancellation Notification - GSUNJ9264007NKR placed order on the 21st of July 2024 - Order Cancellation Notification - GSUNJF26T00T98W placed order on the 23rd of July 2024Business response
07/28/2024
Hello,
After verification, we sent you an email on July 25 to remind you to verify your information. Since you did not handle it in time, your order was automatically canceled and refunded.
You can re-order the products you like and pay attention to the relevant emails.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
07/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered items from Shein, and this courier company was assigned to deliver my package. I received an email to advise that my package was delivered, however it was not. The delivery driver stole my package on July 18th. I sent a message to this company to advise that I did not receive my package and no one has gotten back me. I sent a follow email and no response!Business response
07/31/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.
Could you please tell us the order number? We will help to check and give you assistance.For further assistance, you can also contact our customer service through this link: ***********************************************************************************************************************************************************************************;
Thank you and have a nice dayInitial Complaint
07/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made a $273 purchase, SHEIN chose to ship with DHL, DHL delivered my package to the wrong address as I sent proof to both companies. DHL failed to recover the package and deliver to the correct address, which I also sent proof to SHEIN. SHEIN refuses to refund my order even with all the documentation.Business response
07/28/2024
Hello,
We understand your feelings very well.
However, according to the investigation of our logistics department and the inquiry of the logistics provider, it is confirmed that your package has been delivered and signed for correctly. Therefore, we cannot give you a favorable response to your refund request, please understand.
If you have any questions about this, we recommend that you contact the logistics provider for processing.For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app.
Thank you for your understanding and cooperation.
Sincerely,
SHEINInitial Complaint
07/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for over $120 worth of childrens clothing. They shipped the order but I never received it. They shipped using ****** I have contacted both companies about not receiving my order. ***** took a picture of a garbage bag shoved between 2 mailboxes and marked the order as delivered, in which there was nothing in or around my mailbox when i checked it that night. I contacted Shein before the 45 day time limit via their customer support. I was connected to an autobot to handle my issue. I thought the issue was handled. Once I realized the issue was not handled I contacted Shein again and they said it is past my ******************************************************* refunded and they will do neither. They said there is no record of me contacting then within the 45 days. I can not provide records because once you close out of their chat screen it clears all previous chats. I never got to speak with a person over the issue when I first reported it. The only thing I was texting was the autobots. I just want my order to be replaces or refunded!Business response
07/31/2024
Hello,
Could you please provide your order number (starting with GSUN) or tracking number?
We will resolve your issue as soon as possible.
Looking forward to your reply.Initial Complaint
07/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello Im having problems getting my account deleted and the agents are so rude and dont want to delete my account so Im reporting them to the BBB.Business response
07/31/2024
Hello,
Thank you for submitting your data deletion request.
Currently, we are legally obligated to temporarily retain your data and are unable to fulfill your request at this time.
We will notify you when we are able to resume processing your data deletion request.
Thank you for your understanding.Initial Complaint
07/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for an office chair for just under $80. I verified my address as correct and on 7/17 I received a notification that my package was delivered. I am at an apartment that has a mail room system so I wasnt surprised when I didnt get a notification of the package being in the mailroom. I checked again twice the following days and spoke to the leasing agent in the office when I still didnt find my package. I viewed the picture the ***** driver uploaded to show proof of my delivery and it turns out that it was delivered to a previous address. I reached out to SHEIN first and was told this was an issue with *****. I then reached out to ***** and spoke with several people including a supervisor, and was told that the sender (SHEIN) used the wrong address on the shipping label so it was on them why this issue occurred. I then followed up with a SHEIN agent twice to give this information and was basically told they couldnt do anything about it and it was on *****. I paid almost $80 for this chair and did everything correctly I was supposed to do, as the customer, including giving my CORRECT address to order this product. This is unacceptable and I will no longer be shopping at SHEIN. I am owed a refund or a re-delivery.Business response
07/31/2024
Hello,
Are you referring to this order? GSUNJ643U00T3CL
We are very sorry. According to the internal verification results, the logistics shows that the package has been successfully delivered. Since the official website shows that your package has been successfully delivered, we cannot apply for a refund for you.
We suggest that you contact the logistics company to file a complaint. Thank you!Customer response
07/31/2024
Complaint: 22035716
I am rejecting this response because:I have already reached out to ***** and they clearly stated that SHEIN provided the incorrect address on the label that was created for this order. This issue is on this company and you cannot refer me back to ***** when I have already spoken with several people, all stating that SHEIN messed up.
Sincerely,
*************************Business response
08/05/2024
Hello,
Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.
The address on the shipping label is provided by the customer.
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 dayInitial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 7.12.24, I made a purchase and paid quick delivery. Received on purchases on 17th of July, open up package, scarf some items smell like smoke, shirt and dress to big, scarf not color expected, other scarf too small but description says they are large. The same day, I put in for a return. Shein wants me to take pictures and do measurements of all of the items, I want to return in order to process the return. The items have not been worn, placed back in the package the same day. I just want a simple return of these items. If I do not take pictures, will they not take the items back and refund my money? In good faith , I made a purchase thinking I was getting what I saw; its the chance you take with online ordering but to have to take pictures and do measurements in order to process a return is not right. In good faith Shein should do the same.Business response
07/28/2024
Hello.
Thanks for getting in touch.
We regret any inconvenience caused to you.
We would like to ask you to provide us with evidence of the sizing issue so that we can send it back to the merchandise department for inspection. Once again, we are sorry for the inconvenience, but please be assured that we always attach great importance to our customers' shopping experience and the quality of our products.
After checking, I see that you have successfully requested a return, now you just need to return the item to us and wait for the package to be put into the warehouse.
Thank you again for your understanding and support!
Have a nice day!SHEIN
Customer response
07/29/2024
Complaint: 22035169
I am rejecting this response because: Shein is saying two things: 1. take pictures of items I want to return for sizing concerns in their department. 2. Return the items. I will return the items that is it. I'm returning several items. I have worn and placed back in the packaging, I cannot take pictures of the items. They are too big for me. The items were brought on a payment plan, can Shein notify make the adjustments with the agency Affirm?
Sincerely,
**************************************Business response
08/05/2024
Hello,
Since you have applied for a return, we will refund you as soon as possible after receiving the return package.
Please don't worry.Customer response
08/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**************************************Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am missing five items from a large order placed on SheIn. According to tracking, the items were dispatched to a ***** in ******* (I am in *********) on July 11. The items should have been delivered by July 17, and it's now July 23. I called Fed Ex and they informed me that the shipper (SheIn) sent an empty package. Completely empty. The package has no contents. They notified SheIn that the package had no contents. I have not been able to get in touch with any customer service with ******************** after submitted tickets to report missing items. I have been charged for all of these and the only reason I even know this is because I proactively called *****. SheIn is unresponsive. I should either be refunded for the items or they should ship them out and provide proper updates. This is a scam and so ridiculous. They make it impossible to actually connect with a customer service rep because they are scamming people.Business response
07/28/2024
Hello,
We are sorry that after confirming that your order is in complaint status, we are temporarily unable to continue processing your order.We recommend that you contact your payment platform to follow up and wait for the complaint to be settled.
If your complaint is settled later, please contact us as soon as possible and we will verify your order status as soon as possible.
If you have any questions about your order later, please contact customer service first.
**********************
Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I tried to permanently delete my SHEIN account when trying to do so I received the message attached. There is no way to contact the company directly.Business response
07/28/2024
Hello.
May I ask if you are trying to delete the SHEIN account registered with the following email address?****************************
There is an order on the year of 2022 in this account for the purchase of the item: Stone Statue Shaped Case Compatible With Airpods. Right?
Looking forward to your reply.
SHEINInitial Complaint
07/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order placed 6/26, order "delivered" July 1st. Signed for by a S.****** at a front desk/receptionist. There is NO front desk, there is no receptionist, there is no ****** at my apartment. The package was delivered somewhere else. ***** scanned the package, which marks it delivered.Shein needs to take responsibilityBusiness response
07/28/2024
Hello.
We are very sorry, according to the internal verification results, the logistics shows that the package has been successfully delivered. Since the official website shows that your parcel has been successfully delivered, we are unable to apply for a refund for you.
We suggest you contact the courier directly to verify the package delivery information again. Thank you for your understanding.
SHEIN
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Customer Complaints Summary
2,124 total complaints in the last 3 years.
1,957 complaints closed in the last 12 months.