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:01/11/2025

  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 100 dollar gift card, and they took the money away then completely invalidated the gift card. They then refused to give me a refund and kept saying that its not their fault, so I still have yet to get a refund and have been waiting for a dispute for the past 3 months. I then participated in a giveaway part on the app where I had to share a link multiple times in order to receive multiple gifts and credits for free. They kept increasing the amount of people needed for an invite, which was annoying on its own. Then, I finally won the game after I reached out to multiple people to sign up and put my sign up link all over my social media. All of a sudden, the reward disappeared and I contacted them saying that I was told I won and now the screen is gone. Now they are saying that I cheated even though I didnt, and are refusing to give me a credit or do anything to fix the situation. They have not provided any proof aswell, and I offered to show them the multiple text messages of me sharing the sign up link. In total now, they have scammed me out of 400 dollars and refused to even give me a store credit, which I would even take at this point considering Ive received NOTHING

  Business Response

  Date: 01/20/2025

  Hello,
  Thanks for your message.
  The two latest gift card orders in your account have been cancelled due to non-payment.
  If you are talking about other gift card orders, could you please provide the order number so that we can verify it?
  We have reported the game problem you reported to the relevant department for verification.
  Please wait patiently for the verification results.
  Thank you for your understanding.
  SHEIN

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22799593
  
  I am rejecting this response because: you guys lied to me again when I reached out and now you told me that my account was flagged in the past for suspicious behavior on the games even though I never played the games and this was the first Ive ever heard of me being flagged. You then told me that there is nothing you can do at all about the game glitching out and canceling because it was auto and theres nothing we can do about that. Now you also tried to claim that the payment didnt go through for my 100 dollar gift card even though the screenshots I attached shows a charge on my card for 100 dollars from shein. Again, you are trying to scam me again even through BBB. Can you just give me a code with a credit for the 400 dollars in total you guys promised to give me. 
  

  Business Response

  Date: 02/05/2025

  Thank you for contacting us.
  Regarding your account issue, we regret to inform you that your account has been temporarily suspended due to unusual activity. While we would like to resolve this issue directly, we are unable to assist in lifting the restriction as this is automatically triggered by the system.
  Regarding your gift card issue, we have verified that your gift card was not successfully paid. If you still have questions, we need you to provide us with your payment proof for us to verify.
  
  We appreciate your understanding and patience and thank you for your support. Have a great day!

• Initial Complaint

  Date:01/11/2025

  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 the following order #s express shipping for an event I had the following weekend out of town. The package was delayed for whatever reason and I ended up leaving to my work event with out the package which was a dress, shapewear and some fake jewelry. While I was away the package was supposedly delivered but it wasnt delivered to my door it was left in an unauthorized location of another part of my building, mind you I live on the second floor which is ONE flight of stairs up. I live in a city where people constantly steal mail especially in my building where anybody is coming in and out. When I returned from my work trip I did not find the package and asked around and no one had it. Ive attempted numerous times to speak with someone competent about my issue and all I keep getting are **** who copy and paste the same tired message they provide to anyone. I always return any items I do not want to keep so why would I choose to lie about not receiving an order that was literally less than $50? I feel like Im being called a liar by these people all because the tracking info says it was delivered as if thats always accurate 100% of the time. I just want my refund and thats it. These are the order #s: GSUNPK543000CXJ GSUNPK543000CXV GSUNPK543000CXH

  Business Response

  Date: 01/12/2025

  Hello

  If you think you have not received the package, please contact the logistics provider. The logistics provider needs to admit that they delivered to the wrong address. You need to ask the logistics provider to provide proof documents. The documents must have the logistics provider's logo and the corresponding time node, as well as the claim number!

  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

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22798800
  
  I am rejecting this response because: I never said they made a mistake, they left it in the correct address just not at my door and i dont have to reach out to them because I paid SHEIN not ***** and i paid express shipping for a package that SHEIN delayed not *****. packages get stolen all the time what is ***** going to do? nothing. if you people dont simply refund me then i will dispute it with my bank. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/31/2025

  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!

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22798800
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

   

  I do not have any of the above the package was stolen, unless youll buy me cameras i dont have footage of anything. i was not here for 3 days and when i came back the package was not there what are ya refusing to understand? just refund me the $21 dollars its really not that serious. ya acting like its hundreds of dollars. my god 

  Business Response

  Date: 03/03/2025

  Hello,
  Thank you very much for contacting us. 
  According to the logistics track, your package has been successfully delivered.
  If you still can't find your package, we need you to cooperate and provide any additional information or evidence that may help us review it.

  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 every customer and will do our best to solve this problem for you.
  SHEIN

• Initial Complaint

  Date:01/11/2025

  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 eh from SHEIN it was poor quality, so I returned it. Upon receipt they are saying that they received a printer ink cartridge. I did not do that, and when I let them know that they are saying I need to send the wig back for the refund I DONT HAVE THE **** I ALREADY SENT IT BACK. I have said it many times and they just arent comprehending it is so frustrating. Either the seller is a liar and is just saying that or the *** workers took it either way I returned that wig. So its not fair to me that I am out of $140 and I have no wig . Worse of all I contacted *** about the matter and they said no problem the package has insurance so the company just needs to file a claim and they will launch an investigation and refund the money and im telling shein this and its like they arent understanding they just keep saying they did t receive the proper package . This is the most frustrating thing I have ever experienced and I will never order from shein again!

  Business Response

  Date: 01/12/2025

  After verification,

  the goods you returned do not match the goods you applied for return.

  Please verify or provide photos of the returned goods for us to check again.

  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

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22797855
  
  I am rejecting this response because: The UPS worker or your seller stole the wig and traded it for the printer cartridge. I contacted *** and they said you need to open a claim on your end because you created the shipping label to launch an investigation! I have said this several times and its like you guys dont understand english what part are you not understanding???
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/27/2025

  Dear Customer,
  Thank you for contacting us! We have reviewed the item you returned. We are sorry to inform you that according to our policy, we are unable to process a refund because the item you returned does not match the original item. You can check the official return website for the latest details: **************************************************************.
  We recommend that you carefully check the logo of the returned item when returning it and pay attention to packing it correctly. If you have other questions or need further assistance, please feel free to contact us.
  Thank you for your understanding and support.
  SHEIN

• Initial Complaint

  Date:01/11/2025

  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 from this company and they said they delivered the package. I have never received it and have reached out several times and they are not doing anything about it. They keep sending me the same canned messages. And asking me to check with neighbors and my surroundings, which I have done there is no package and I expect them to do something about this.

  Business Response

  Date: 01/12/2025

  Dear Customer, We are really sorry for the inconvenience. Please provide the order number you inquired about so that we can verify it for you as soon as possible, thank you for your understanding and support!

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22797428
  
  I am rejecting this response because they are not responding to me via email. There are several order numbers as even though I ordered one time they have a separate order number for every item. Maybe you can find it from this one. GUSTKW113KJ6STY. That is one of them from the order. I have received NOT ONE item from you. Please refund as its way too late now. Had to make another plan and trip is over. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/27/2025

  Hello,
  Thank you very much 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

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22797428
  
  I am rejecting this response because: I have told you multiple times its not here or on my ring camera. No one stole anything from my porch either. Maybe it was delivered to wrong house as there are many homes in the neighborhood with 9917 so maybe it was delivered to the street next to us. Im not paying for something I dont get. Period. Maybe ensure your deliveries get delivered to right person. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/10/2025

  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.

  Ordered a vanity for my daughter. We kept tracking it and said it was delivered on January 2. Never delivered to our house! We contacted them back and forth to tell them this. Said they were getting logistics involved. Just got an email back tonight that they will not refund us since they have that it was delivered .Been a customer for years. This is unacceptable!!!! I want my refund from them ASAP!!!

  Business Response

  Date: 01/12/2025

  Hello

  If you think you have not received the package, please contact the logistics provider. The logistics provider needs to admit that they delivered to the wrong address. You need to ask the logistics provider to provide proof documents. 

  The documents must have the logistics provider's logo and the corresponding time node, as well as the claim number!

  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:01/10/2025

  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.

  So I ordered quite a few items from Shein on December 19th 2024. The order was supposed to deliver between January 2nd and January 6th. For some quick background I live on a military base, which means only official delivery companies can get to my house and access the military base. ****, ***, and *****. Usually I received my items just fine from Shein because they use one of the main shipping companies. However, this time they used a company called ******, who cannot access a military base. As soon as I saw this I knew I would not get my package, so I tried to contact UniUni 3 different times to arrange a pickup time at their local warehouse. Well, they hung up on me all 3 times. Then I did research on ****** and found out they are known for not being a very trust worthy shipping company. After this I contact Shein customer service to tell them what was going on and explained that there is nothing wrong with my address, the shipping company cannot deliver the package onto the military base. They ignored everything I said and told me to wait til Jan 6th to see if It gets delivered. We'll it hasn't. Which brings me to talking to ********* on the Shein live chat. Refused to give me a refund. Ignored everything I said about living on a military base. And told me should is putting an abnormal delivery time frame on my order because it's a abnormal circumstance. Telling me I need to wait for them to try and deliver the package again. After I just explained to her it won't get delivered. She ended the chat while I was mid typing trying to understand why I can't just get a refund. It is not my fault that only certain shipping companies can deliver on military bases. If I could specify I live on one I would. I don't not understand why they are giving me so much grief about getting a refund.

  Business Response

  Date: 01/19/2025

  Hello
  Sorry for any inconveience,We checked your package and found that your package was refunded on 15 Jan already and refund time is 2-5 business days,Hope it helps!

• Initial Complaint

  Date:01/10/2025

  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 was misled by Sheins customer service regarding their refund policy and Shein Saver program. The company refused to issue a refund despite failing to provide clear and accurate information before I made my purchase. Before purchasing, I specifically asked Sheins customer service about their refund policy and the Shein Saver program. They assured me I would be eligible for a refund but failed to mention critical details, including the 3-working-day rule. Had this information been disclosed, I would not have completed the transaction.After realizing their misleading practices, I requested a refund, which the company refused. This demonstrates poor communication and unprofessional conduct. Despite providing incorrect information, they are holding me accountable for a policy they did not explain clearly.I have already disputed the transaction with my bank and am filing this complaint to address Sheins lack of transparency and refusal to resolve the issue. Their practices are unethical and misleading to customers.

  Business Response

  Date: 01/12/2025

  Dear Customer, We are really sorry for the inconvenience. At present, please tell us in detail what problem you encountered, and provide the order number you said, so that we can verify for you as soon as possible, thank you for your understanding and support!

• Initial Complaint

  Date:01/10/2025

  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 had returned some items and received store credit and this is credited to your wallet, it can not be exchanged or anything and solely used on the shein app as store credit. I tried to place and order with the $38.86 I have in store credit and it does not allow me. It says my account is temporarily suspended. I tried reaching out to customer service and they could not help me and said it was automatic feature and they could not do anything about it. If they want to suspend my account or anything I am not against it and I am ok with it but they have my money captive all I am asking is for my money back if they do not want to allow me to place an order I am ok with it. I have heard online that other people had the same thing happen and they never got the money back or access to their account. I do not want them to get away with it. Although it is not much money as a broke college student that is my hard worked money and I need that money if it isnt for clothes I need it for a meal, surviving day by day.

  Business Response

  Date: 01/12/2025

  Thank you for contacting us. Unfortunately, your account has been suspended due to unusual activity and you are unable to place an order at this time. We hope that you will understand and cooperate with us as we are trying to protect our users' shopping safety. Thank you for your support and patience!

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22792716
  
  I am rejecting this response because:
  I have not done anything suspicious. If you consider returning items because they do not fit and is something you do not like unusual suspicion then you are wrong. I have the right to return an item because it does not fit. That shouldnt be the reason for my account to be suspended. I just want to be able to get my money back although it may not seem much to you, I have a student and every dollar counts. I want to be able to use that or I would like that money back to my bank account. I tried going on my SHEIN account and it is ridiculous that it is considered suspended when I want to use points and the money from MY wallet. But when I do not use any of that and pay with a debit card it allows me. I would like to know if you can place that money on a gift card for me and I would appreciate that. The next step would be me to report this to my bank because you are basically stealing from me. I am a loyal customer and have recommended lots of people to shein so it is disrespectful to be treated like this.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/27/2025

  Hello, please provide this shein email account so that we can further verify it.

• Initial Complaint

  Date:01/09/2025

  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.

  08/19/2024 I purchase a scooter thro Shein and before 30 days stop working i sent pictures and i couldn't sent it back since the shipping cost. and never heard back from shein after a refund request from the defective scooter. they close the process without any communication after the replacement or refund request.

  Business Response

  Date: 01/14/2025

  Hello, we apologize for the inconvenience. In order to solve the problem you reported more accurately and quickly, please provide complete and clear pictures of the defect (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:01/09/2025

  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.

  Package says delivered but it was not and the business is nearly impossible to reach. I finally got a customer service representative through chat and they could not help me without surveillance of my house that I didnt receive my package or proof of false signature or proof of wrong address etc- nothing I was able to provide! I dont have cameras, how do I prove not signing for something?

  Business Response

  Date: 01/14/2025

  Hello,
  
  After verification, our customer service team has verified the problem and refunded you to the original payment account. The refund time is 2-5 working days. Please check it.
  
  If you have any questions, please feel free to contact us.
  
  Sincerely,
  SHEIN