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

  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

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:04/10/2025

  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 my correct address and this company is saying my package is undeliverable. If a package cant fit in my mailbox common sense tells the driver to deliver it to my front door. My address is *********% correct and the company that I purchased through SHEIN has no phone number to be contacted this is ridiculous. I really wanted what I paid for but at this point it seems like thats not gonna happen.

  Business Response

  Date: 04/14/2025

  Hello,
  We have reported this issue to the responsible department for further verification.
  If there are any results, you will be notified as soon as possible.
  We ask for your patience and understanding.

  Customer Answer

  Date: 04/15/2025

   
  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:04/09/2025

  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.

  unable to locate or speak to the carrier they use - gives a bot - no followup on where items are - reviews are horrible with items stolen - not able to track where package is - shein also unable to locate telling customers to contact carrier who NEVER anwers

  Business Response

  Date: 04/14/2025

  Hello, first of all, let us sincerely apologize that you encountered some issues when ordering from us. This is not the experience we want our customers to have!
  
  After checking, you have already clicked "Confirm Received".
  Does this mean that you have received this package?

• Initial Complaint

  Date:04/09/2025

  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 or around March 6th I played a game called SHEIN free gifts. I followed all rules to the game and won the game. Within the game they gave you an option to win an iPad. The game told me that I won it and it would be shipped in advance. I started a new board and again was given the opportunity to win another iPad. I also won this game and it gave me the same thing your item will be shipped in advance for another iPad. The items I won on these boards were shipped but not the iPads. I contacted SHEIN customer service and explained to them what happened. At this point they said there were no records indicating that I played or won the games. I provided screenshots to them showing that I had won the iPads and also the games. The items I won on those boards were shipped but not the iPads. Then on April 5th I played a game called money tree and followed all rules and won that game as well. I noticed my items were not showing up in my orders so I contacted the customer service about this. They told me my game was suspended and I would not receive my items. I provided screenshots showing I had won and then they gave me an order number. When asked for tracking details and what was in the order number they told me the same thing about terminating the game. I have also lost $80 in credits that were taken away because I was not informed those expire. Their customer service department has done nothing to resolve this issue or work with me to try to come to an agreement. I would like for this to be resolved by them sending me my credits back and also sending me the items I have won. They also deleted the messages between them and myself which contained all pictures of me saying I won the iPads.

  Business Response

  Date: 04/14/2025

  Hello, thank you for your attention and support to the SHEIN mini-game. Generally, the Free Gift has not been received because the bargaining of the product has not been completed within 24 hours. It is recommended that you log in to the game interface to check the progress of this round of games. If the bargaining of game products has not been completed, it is recommended that you re-launch the game and try to get the gift again; if the bargaining of the product has been completed, please provide the winning email or member ID, as well as the winning screenshot, we will further check and locate the problem that you did not get the Free Gift.
  Looking forward to your reply, I wish you a nice day!

• Initial Complaint

  Date:04/08/2025

  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 ordered a package from SHEIN a week ago which ok would have been fine if they did not deliver through speedx. Ive been waiting on my packages only for them to say my package was delivered to my local carrier but not which one. They are not very speedy in their service they have no means of getting into contact. Its really upsetting that what I payed for and am supposed to receive has not been received.

  Business Response

  Date: 04/14/2025

  Hello,
  Thank you for your message.
  The logistics track shows that your package has been delivered.
  Have you received the package?
  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

• Initial Complaint

  Date:04/08/2025

  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.

  Deceptive return/exchange practices after their own mistake. Have given me the run around for weeks when I made it obvious that I needed this item replaced by Easter for a gift. They have been so inconsistent. Every time the contact me its a different story and another hoop to jump through. Now they want me to return the incorrect item and then wait for a refund. At this point. Theres no way I can do that, receive my refund and then reorder in time for Easter. And I think they want me to pay for shipping it back! And the really reason for my anger is I feel this has been made purposefully confusion, long and complicated just to make me give up and forget about it. This is not an expensive item, but they have given me the run around for weeks now. They even shipped the replacement with no street address, just city and state, so of course it went track to the sender I truly feel like they are marking this difficult on purpose. I just want to make a record of complaint. I do not expect time and resources to be spent on this, its much to small. But I want a record of their ridiculous business practices. (I ordered three floral ******* cups, pink, blue, purple. They sent a dark orange one instead of the blue.)

  Business Response

  Date: 04/14/2025

  Hello,
  
  I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.
  
  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: **************************************************************************************************************************************************************************************'ll offer a proper solution for you asap.
  
  Thank you and have a nice day

  SHEIN

• Initial Complaint

  Date:04/08/2025

  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 several items. Discovered when it said items were delivered it was not my address. Somehow a different address was entered that I did not enter. Gave messaged shein several times and get no response

  Business Response

  Date: 04/14/2025

  Hello
  Thanks for your message,Please give us order number and proof of package was delivered to wrong address so that we can help you.Look forward to your kind reply!

• Initial Complaint

  Date:04/08/2025

  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.

  My order is missing, the post office lost the package. Theres no delivery scan on it and I have reached out to SHEIN multiple times. Ive told them repeatedly that the package is lost and **** cant do anything because SHEIN didnt have insurance on the package. I originally wanted a replacement but at this point I just want my money back. You can see from the screenshot email that theyre not even reading my emails.

  Business Response

  Date: 04/14/2025

  Hello,
  Thank you for your message.
  The logistics track shows that your package is waiting for collection.
  If the logistics provider reports that your package has been lost, could you please provide the logistics provider's email acknowledging the loss of the package or other proof so that we can verify it?
  Thank you for your cooperation and understanding.
  SHEIN

• Initial Complaint

  Date:04/08/2025

  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.

  On April 6th, 2025 Speed X made a delivery to my house. The driver took a picture and then the driver was seen stealing the package off my step and driving off after showing the package was delivered. I have been researching and there are several complaints about this company stealing packages. My package was not delivered and it was needed for my vacation. This is a scammer Company used by SHEIN. The package wasnt from SHEIN but from my understanding people do not get their packages from this company. I want my delivery or my money back and for the driver to be reprimanded. Getting caught stealing someones package is insane. There is no number for the company just a chat bot that kept showing the package was delivered which it was not. It was stolen!

  Business Response

  Date: 04/14/2025

  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 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:04/07/2025

  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.

  SHEIN has refused to refund my order despite conclusive evidence that ***** delivered the package to the wrong address. Their customer service repeatedly confirmed it was delivered , violating FTC rules on "merchandise never received." - [03/14/25]:Ordered from SHEIN (receipt attached). - [03/21/25]:***** marked order as "delivered" (************ ). -[03/21/25] Noticed package was missing. -[03/21/25] Received ***** delivery photo**clearly shows wrong house** (attached). - [03-21/25]:** Contacted SHEIN with evidence. They denied refund, claiming delivery was "verified." - [04/06/25]:** Escalated one more time. Received final denial: *"We cannot process a refund."*

  Business Response

  Date: 04/14/2025

  Hello
  Thank you for your feedback. We have reported it to the logistics team for further verification. Please wait patiently for the results of the investigation.

• Initial Complaint

  Date:04/07/2025

  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.

  Seller did not ship purchase to my house. They continuously told me to look for it and ask my neighbors because it was marked delivered.

  Business Response

  Date: 04/14/2025

  Hello
  Thank you for your feedback. We have reported it to the logistics team for further verification. Please wait patiently for the results of the investigation.