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:01/09/2025
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.
I ordered a package on Shein and it was delivered by uni *** they unfortunately left the package outside the complex and not at my door in an insecure location. The packages were stolen because of this and I havent received them. Ive tried to contact them theyve submitted only a ticket and said they would respond in 2 days. Its been nearly two weeks and no response to my claim. I have no choice but to file this complaint against them seeing as its taking weeks to resolve my issue. Ive contacted the merchant but because the delivery is marked as successful they refuse to give me a refund. Please contact Shein and update the delivery details saying you misplaced my package causing it to be stolen.
Business Response
Date: 01/20/2025
Hello,

After verification, your order has been successfully delivered.
If you are sure that you have not received the package, please contact the logistics provider to provide proof of non-delivery (such as the example in the attachment) or other evidence (such as door video, etc.) for us to verify.

Looking forward to your reply.

Sincerely,
SHEIN
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.
Subject: Formal Complaint Regarding Non-Delivery of Order GSU10822Q00NTUO and Incorrect Tracking Information Dear Better Business Bureau,I am writing to file a formal complaint against SHEIN ****************, located at *********************************************************************************************, concerning a non-delivery issue with my order and the provision of incorrect tracking information.Transaction Details:Order Number: GSU10822Q00NTUO Date of Order: December 31, 2024 Amount Paid: $35.66 Estimated Delivery Date: January 9, 2025 January 11, 2025 Nature of the Dispute:I placed an order with SHEIN for items totaling $35.66, with an estimated delivery date between January 9, 2025, and January 11, 2025. Upon receiving an email notification indicating that my package had been delivered, I found that the package was not at my address. I contacted *****, who informed me that the tracking number provided (************) was associated with a delivery to a different address, under a different name and phone number. This discrepancy suggests that the tracking information provided by SHEIN was incorrect.Attempts to Resolve the Issue:Over the past four days, I have contacted SHEINs customer service multiple times, requesting clarification on the delivery address and assistance in locating my package. Despite these efforts, I have not received a satisfactory response.Requested Resolution:I respectfully request the following actions:1.Clarification of the Delivery Address: Provide the exact address to which my order was shipped.2.Investigation into the Discrepancy: Determine why my package was sent to an incorrect address and under a different name.3.Resolution: Provide a replacement for the missing items
Business Response
Date: 01/15/2025
Hello,
Thank you for your reply. We have reported your situation to the relevant department for verification. Please wait patiently.
Thank you for your understanding.
Wish you a happy life!
Initial Complaint
Date:01/08/2025
Type:Service or Repair 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 spent over $700 on an order with SHEIN of over 30 items. All of my packages have been delivered , except for my dresser. It is marked as delivered but it never came. First , I called ***** because there was a tracking number and the tracking number took me to a page where it shows a small package being delivered to a residential house on the porch. I called them and they said that was the correct tracking number but it did not match my name or address or information. They told me to contact SHEIN. Mind you , this package in the picture was small , too small to even be a dresser. I have been messaging with customer service on ********************** because they have no phone number to call. They are saying the package is marked as delivered so they cant reship my package or give me a refund. I explained to them that the package never came , and there was a mix up with the tracking number and package. They said it was the correct tracking number , and I sent in the chat all of my screen shots. I have confirmed with my landlords that my package never came. There is a camera in the mail room. I live in apartments. I know for a fact , this package never arrived because there are cameras in the mail room and I also know for a fact no one took it. There was no signature for the delivery. I have looked everywhere , and my landlords even tried to find the package as well. ***** is telling me I have to contact SHEIN , and SHEIN is telling me I have to contact *****. I am very disappointed and frustrated with this situation. At this point , I just want my money back so I can order another dresser from somewhere else. I live in a small studio apartment that doesnt even have a closet so I have nowhere to put my clothes. I was really looking forward to having a dresser. I dont know what else to do at this point. I have all the proof in the world that this package never arrived. Please help me. Thank you so much.
Business Response
Date: 01/14/2025
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: 01/14/2025

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,

Zeafey Shipquist
Initial Complaint
Date:01/08/2025
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 December 28th 2024 i placed an order with SHEIN for $100.On January 4th 2025, my package was labeled as delivered by UnUni with a picture of the delivery person holding the package in his ******* package was not outside, so i contacted UnUni to which i was told i would hear back from them within 24hrs. I was never contacted back.I called UnUni customer service back again on January 6th, to which i was on hold for 48 minutes and when they finally answered i was told my case was escalated and i would hear back from them within 24hrs again.Once again I was never contacted by them, so i called them back a 3rd time today on January 8th, to which again i was told my case was escalated and they would contact me in 24hrs.Theyre not trying to help me locate my package and just keep giving me the run around.I just want my package or a refund from SHEIN!
Business Response
Date: 01/20/2025
Hello,

Could you please provide your order number (starting with GS) or tracking number?

We will resolve your issue as soon as possible.

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

Complaint: 22785385

I am rejecting this response because: theyre asking for my tracking or shipping number which ive already provided many times, it is UUS4CV0576782766585. They are not trying to solve my issue.

Sincerely,

******** ********
Business Response
Date: 02/05/2025
Dear customer,
After verification, the package has been refunded on January 21.
The refund period is 7-14 working days.
Thank you for your patience and understanding.
Initial Complaint
Date:01/08/2025
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 something the company sent it to the wrong address I asked for a replacement now they won't honor my request
Business Response
Date: 01/14/2025
Hello,
Thank you for your message.
After verification, the order you reported has been refunded on 2025-01-07.
You will receive the refund within 2-5 working days after the refund is initiated.
Thank you for your understanding.
SHEIN
Initial Complaint
Date:01/08/2025
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 Dec 13, 2024 I received notification from ****** that my package had been delivered. I called my house, where my mother-in-law also lives- and asked my MIL to bring the package inside but she said there was no package. When I checked the picture of the house that the driver delivered to (a picture that HE, himself, took) it was the wrong house- it was 1 block down. We have had our packages delivered there by accident before and the couple who live there has always been honest and given them back. When I asked them, this time, if they had received a package they said they hadn't- no one had knocked on their door all day. I tried over and over to call ******* and finally got a hold of someone Dec 16 at 10 am and was finally able to put in a request for either delivery of my parcel, or they could re-order it for me, or I wanted a refund. They said they'd look into it and call me back in a few days. I never heard back from them. I sent a **** through their website and still had not heard anything. I emailed SHEIN but they said that because the delivery driver marked the parcel as "delivered" they could do nothing on their end. As far as they were concerned the parcel was delivered. I have tried numerous times to get through to UNI UNI- both through phone (waiting over 1hr before I had to hang up) and their chat bot- since mid-December and have not received any replies back or any solution to how they would fix the issue. I also received a phone call from the delivery driver himself on Dec 26. He said that he did not want me to proceed with my complaint because he would have to pay the lost package amount out of his own money- which I'm pretty sure is illegal. He also came to my house a day or 2 later and spoke to my brother-in-law and my 8 year old son and told them that he only receives $2 per delivery and heavily implied that he wanted us to drop the complaint. I would like ******* to respond to my attempts to get through to them and to resolve this matter.
Business Response
Date: 01/20/2025
Hello,

Could you please provide your order number (starting with GS) or tracking number?

We will resolve your issue as soon as possible.

Looking forward to your reply.
Initial Complaint
Date:01/08/2025
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.
They dont have no live customer service for real
Business Response
Date: 01/14/2025
Hi,
Hope this email finds you well.
This is senior representative of SHEIN **************************** To avoid any misunderstanding happens, please allow me to reply in English.

Could you please describe your problem in detail?
We will verify and solve your problem as soon as possible.

Waiting for your reply.
Customer Answer
Date: 01/14/2025

Complaint: 22784702

I am rejecting this response because:

Sincerely,

******* ******
Customer Answer
Date: 01/22/2025
I revived my refund thanks
Initial Complaint
Date:01/08/2025
Type:Billing 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 offers minigames like puppy keep and others that requires you send invitations. I had completed a free gift and was on my way to get another when they without explanation or evidence of wrong doing decided to cancel my game.They claim i engaged on "abnormal behavior" which is simply impossible. The only behavior I did was follow their rules and send invitations and accept friends invitations.We are multiple people in the same home and this only happened to me with no explanation.I tried to get a solution but they were unable to provide one so I deleted all my information from the account portal and tried to have them delete the account but they refuse.Per US and ********** and ***** privacy request they MUST honor deletion requests as I am the sole owner of my account personal information.They keep playing delaying tactics and engaging in fraudulent behaviors to keep your account information which is illegal.
Business Response
Date: 01/16/2025
Hello,
Thank you for your account deletion request. Before we process your request, please be aware of the following:
1. By deleting your account you are also forfeiting your existing SHEIN points, vouchers, and other related benefits or virtual properties, regardless of obtained from the SHEIN website or SHEIN App;
2. Should you join us again in the future, your previously forfeited SHEIN points, vouchers, and other related benefits can't be reinstated.
TO SUM UP, ONCE DELETED, YOUR SHEIN ACCOUNT BECOMES INACCESSIBLE, UNRECOVERABLE, AND COMPLETELY CLOSED.
By replying to this letter, you acknowledge and confirm that you are fully aware of the consequences as detailed above and further consent to our implementing your account deletion request.
Upon receiving your confirmation, we will carefully review your account deletion request and update you as soon as possible on the status of your account deletion request."

We have recorded your data deletion request in our system for processing, and you will receive an email update asap.
Customer Answer
Date: 01/16/2025

Complaint: 22784407

I am rejecting this response because: It is a generic response that I have been getting for the past two weeks. They initially said it would take 3 days, then say three more days, then keep extending the deadline. Keep in mind I have been requesting this since January 4th. So that's two weeks stating they will get back to me and they do not. The most recent attempt was today and they ended the chat on me rudely and abruptly after saying "higher departments will reach out to you" and this has been happening nonstop with NO RESOLUTION.
Per US LAW At the request of account deletion they should proceed immediately. There is nothing to review. My ************* belongs to me and only to me not to Shein or their business partners.
Please proceed to delete the account NOW I want nothing to do with you ever again.

Sincerely,

**** Alberto ***********
Business Response
Date: 02/03/2025
Dear customer,

Thank you for reaching out regarding your data deletion request.

We understand your concern regarding your deletion request. However, due to a temporary legal requirement, we are currently unable to delete your personal information.
Please be assured that we will complete your request as soon as we are legally allowed to do so.
If you have any further questions, please reach out to our Privacy Team at ****************************************************************************************************
SHEIN
Initial Complaint
Date:01/08/2025
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 from SHEIN on December 22nd of 2024, my order said it was out for delivery on December 30th, they then said my package was undeliverable and would be resent out January 2nd. It is now January 8th and I havent even received an update as to where my package is and I cant get no response from the shipping company and SHEIN refuses to give me a refund. The customer service is ********.
Business Response
Date: 01/14/2025
Hello,
Thanks for your message.
After verification, your package has been returned.
If you wish, we can refund to your payment account, do you agree?
SHEIN
Initial Complaint
Date:01/07/2025
Type:Product 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 for a watch. Order number GSU10C052002Mj6. Paid on 12/19/24 $14.26. The tracking number **** ********************** shows package delivered 1/2/25. The package was not in my mailbox or in the mail room. I tried calling the customer service number and no one answered. I sent 2 emails which were not answered.
Business Response
Date: 01/14/2025
Hello,
We are sorry for the inconvenience. According to the official website logistics track, your package has been successfully delivered.
To avoid mistakes, please check whether the delivery address is correct.
If the address is correct, please check your mailbox, front door, building/apartment front desk again or ask your neighbor if they have signed for it on your behalf.
Thank you for your understanding and cooperation~
SHEIN
Customer Answer
Date: 01/14/2025

Complaint: 22781116

I am rejecting this response because: I am a responsible person. I checked inside my mail box and around it. I am aware of my own correct address and would not list an incorrect address. I honestly did not receive my package. I don't know if the mail person put it in the wrong mailbox but I did not receive it.

Sincerely,

****** *******
Business Response
Date: 01/31/2025
Hello,
Sorry for the inconvenience. Since your order was not delivered, we can refund you in full.

We have processed a refund to your original payment account.
The refund time is 2-5 business days.

I hope I can improve your shopping experience at SHEIN.

If you are satisfied with my service, please update your review on the BBB website.

Thank you for your understanding and cooperation!

Best regards,?????
Customer Answer
Date: 02/07/2025

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,

****** *******

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SHEIN is NOT a BBB Accredited Business.