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Business Profile

Online Retailer

SHEIN

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

Find a Location

SHEIN has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 made an order on Shein on Dec 5 for ******. I never received my purchase I've contacted the **** about my package and they filed the package as lost and gave me a ref# ******** I've been trying to get a refund, I have no way to contact shein to get my money back or my order redeliver

      Business Response

      Date: 12/30/2024

      Hello
      After check your package ,we issued a refund to your original payment form on 27 Dec already and refund time is 7-14 business days.Please be patient

    • Initial Complaint

      Date:12/22/2024

      Type:Delivery Issues
      Status:
      Answered
      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, and the package was marked as delivered to my local post office. However, I never received the items. I contacted SHEIN's customer service to address the issue, but they refused to take responsibility or provide a resolution.Despite providing all the necessary details and explaining that I never took possession of the package, they declined to offer a refund, replacement, or any further assistance. I feel this is unacceptable, as I paid for products I did not receive and have no way to recover my money.I am seeking a full refund for the order or a replacement of the items as a resolution.

      Business Response

      Date: 12/30/2024

      Hello
      To avoid mistakes,please confirm is package SPX3GE056725066471 you did not receive so that we can help you?Look forward to your kind reply!

    • Initial Complaint

      Date:12/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 and order on SHEIN for a room swing which looks to have came from a company named Guheng. I paid $60 for this item and they delivered it to *********** when it clearly states it was supposed to go to ***************************************************************. I have been back and forth for a week or more through email where they keep asking me for proof outside of where its was delivered to and where it says it was supposed to be. My tracking number does not work that I was provided with ***** and I was told it was under a different name and address but I see on my end EVERYTHING is mine . This company must be aware of this fraudulent company on their platform because they will not give me my money back!

      Business Response

      Date: 12/25/2024

      Hello,

      Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. We would love to provide further insight regarding this issue.

      The system shows that the full refund 55.47USD was returned to your original payment account on Dec 23. You will receive it within 7-14 business days. Please check it later. 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 day

    • Initial Complaint

      Date:12/21/2024

      Type:Product Issues
      Status:
      Answered
      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 16, 2024, I was contacted by an employer from your company to work part-time and support the online retail system of Shein. I agreed and began working on December 16 and 17, completing VIP missions involving deposits and withdrawals. Unfortunately, on December 17, while completing my mission and reaching the last order (order 36), I encountered two deposit requests that exceeded the withdrawal limit set by the **************I immediately alerted my direct supervisor, as the bank had informed me not to transfer more than the amount I had already transferred that day. During my discussion with the mission director, ******, about how to manage the situation, my account was closed, and communication was blocked. Despite continuing to communicate with the employees, I was asked on November 18, 2024 to deposit an additional 10% of the total amount I had already deposited to receive a commission and a refund. After making this deposit, all communication ceased, and my attempts to contact the CEO in ****** went unanswered.

      Business Response

      Date: 12/25/2024

      Hello,

      Thank you for your feedback and sharing your experience.

      However, SHEIN will only contact our customers from official accounts such as ****************************** or **************************** or official email domains ending in @************************** or @**********************************************

      If you are asked to pay to participate in some activities, please be alert and do not share your details.

      If you believe that you have been a victim of such fraud, please contact your bank immediately to request a refund. At the same time, if necessary, we advise you to file a police report.

      We have synchronized your feedback information with the relevant departments. If there is any subsequent infringement of Shein's trademark, we will also report these websites.

      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

    • Initial Complaint

      Date:12/21/2024

      Type:Product Issues
      Status:
      Answered
      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 clothing that were supposed to be delivered on or around 12/6, never received the package, post office is unable to locate the package, I have contacted SHEIN who advised I would get a refund, days later I inquired about it and they advised my bank was rejecting it, reached out to the bank who stated they dont show an attempted refund on my account, ********************** lied so they wouldnt have to refund me my money, Im done shopping with SHEIN!

      Business Response

      Date: 12/28/2024

      Hello,

      Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. We would love to provide further insight regarding this issue.

      I have feedback it to our corresponding department to investigate it. Please hold on to see the update. 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 day

    • Initial Complaint

      Date:12/20/2024

      Type:Delivery Issues
      Status:
      Answered
      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 $175 on Dec 13th on this clothing app called SHEIN and they shipped my clothes to a third party delivery service called speed X. They will not update me on my package and it should already be here by now, they dont have a phone number for Communications or updates on my package, I ordered it a week ago it keeps saying its in transit for 4 days now. I ordered from SHEIN before for thanksgiving and speed x delivered my package to the wrong apartment complex and my number and right apartment address and number is on the packaging very dangerous very unsafe! I want my package now please and thankyou it has Christmas present and gifts. speed x is a crooked department please help here more info : date I ordered Dec 13th 2024, orders carrier SpeedX, tracking number SPX2DM056728640956

      Business Response

      Date: 01/14/2025

      We apologize for the inconvenience. According to the official logistics track, your package has been successfully delivered. To avoid errors, 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 signed for you. If you still can't find your courier,
      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 that the package is lost
      2. Proof of wrong address
      3. Proof of false signature
      4. Proof of abnormal signing time
      5. Video footage of the surveillance 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:12/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a wig from SHEIN with my card and quickly canceled the order GSUNPK42Y00N0VY. For some reason the money went back to my SHEIN Wallet. I used the SHEIN wallet and my card to buy order GSUNPL42N00MBJJ. When I received this wig it was not as described. They said it was a human hair wig, and it was not. The hair was a mess, it was synthetic hair, and it smelled horrible. I returned the wig for a refund, and requested for the full amount to be returned to my card not the SHEIN wallet. I was very upset because I spent my hard earned money on a wig and they scammed me and sent me a bad wig. The money from the refund went back to the SHEIN wallet, even though multiple agents told me it would go back to my card. I have talked to many agents to get the money off of the SHEIN wallet. Its not fair that I am not forced to spend $63 on SHEIN after they have proven to be scammers and liars. I want a full refund to my card and transfer the money from the SHEIN wallet back to my card. They are liars, and scammers. They use fake pictures and fake reviews. I will never spend another dime on SHEIN after this! And before I was a valuable customer, Ive spend HUNDREDS on **********************. NEVER AGAIN!

      Business Response

      Date: 12/23/2024

      Hello, thank you for contacting SHEIN. We are sorry for the inconvenience. If you need to withdraw cash, we suggest that you can complete the withdrawal by yourself through the app-****************Wallet-Withdrawal. If it is inconvenient for you to complete it, you can also tell us and we can help you withdraw cash. Thank you for your understanding and wish you a happy life!

    • Initial Complaint

      Date:12/20/2024

      Type:Order Issues
      Status:
      Answered
      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 the poorest customer service ever. To the point where I pretty much do not want to deal with them in the future, they also should be restricted from selling certain high priced value items such as furniture. I ordered a couch spent over $500 (should have ordered from ****** instead). Everyone knows SOMETIMES when ordering Furniture that ships in multiple shipments sometimes things may be missing unfortunately, such as the correct tools or even a piece or they may send duplicate of a piece not needed. SHEIN shipped me my couch in 3 parcels. 2 parcels came on 12/13/24 and the last parcel came on 12/14/24 the next day. I ordered this for the Holidays as my family will be over etc. I unpacked everything, everything seemed to be there. I start putting the couch together and realized the two end left and right were missing. Which is the part you rest your arm on that goes in the end of the couch. And the cushions that attach to them .. very small parts but VERY vital to the couch or youre have no arm rest. I asked SHEIN to send me the missing parts and they told me the best they could do is for me to disassemble the couch and send it back for a refund. And on top of that I would be responsible for shipping. This is absurd and not acceptable. Im not disassembling a couch Im not paying for shipment of a couch that weighs so much no no no by time I finish paying for shipping thats almost the cost of the couch! Why sell furniture if returns are not free especially if SHEIN messes up and how dare they think Im going to take an extra two hours to disassemble for a refund and then have to go find a new couch after I waited weeks for this one to come in. They need to send the parts thats missing! Simple

      Business Response

      Date: 12/24/2024

      Hello, thank you for contacting SHEIN. We are sorry for the inconvenience. We can apply for a free return and refund service for you. You only need to advance the fee. After the goods return to our warehouse for inspection, we will refund you and compensate you for the shipping fee you paid in advance. Do you accept this plan?

      Customer Answer

      Date: 12/27/2024

       
      Complaint: 22713048

      I am rejecting this response because:

      The couch is already assembled except the parts that are missing. Ive already informed you previously that I am not going to undo this entire couch that I waited a few weeks for. I am not going to purchase boxes that will fit this couch, I am not going to rent a truck to travel to return these LARGE shipments, I am not going to pay for pick up nor am I going to pay out of my own pocket for return shipping with promises of you refunding my shipping money which will cost about $100 plus and wait for the refund of the couch. That will take weeks plus. Also in the past I have reached out to you guys about not receiving a refund for small items that amounted to $20 or less and still have not received it, so unfortunately I have no trust in your company. The simple solution is to reach out to your warehouse and send the missing parts ! They are minor parts to YOU but MAJOR to me. This is not a piece of clothing but a piece of furniture that I waited a while for and spent over $500 for this is absolutely ridiculous and absurd. 

      Sincerely,

      Dnadia Best

      Business Response

      Date: 01/14/2025

      Hello,

      We are sorry that this is the only solution we can offer you. We understand this may cause you inconvenience and apologize again.

      Thank you for your understanding and patience.

      Sincerely,
      SHEIN

    • Initial Complaint

      Date:12/19/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Placed order on 11/27/24 with Shein. Order ID ***************. Payment was deducted from cash app within minutes. Did not receive email confirmation. Have not received order. Cannot find any info regarding my order on my account on **********************. I attempted to notify company via chat but response was cannot find...

      Business Response

      Date: 12/23/2024

      Hello, thank you for contacting SHEIN. In order to better solve your problem, I need you to provide me with your order number so that I can check the specific situation for you. I am waiting for your reply!

    • Initial Complaint

      Date:12/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 made a SHEIN purchase of $259.71 on October 24, 2024 and received my items on October 31.On November 15, 2024, I made a request to return my entire order ($259.71). My return was successfully approved and I received the return label.However, Canada post was on strike and I was not able to physically bring my order to the postage center. Instead, like every other Canadian, I had to wait until the strike was over. During this time, I communicated many times with a SHEIN customer agent to discuss my options because my return time limit was soon expiring. They repeatedly told me to wait until the strike was over. One SHEIN agent also told me to cancel my return and re submit it using a different postage carrier. I did this, however I did not have the option of selecting a different postage carrier since Canada post was the only option available. Fast forward to December 17, the Canada post strike is now over. Ive already communicated with a SHEIN customer agent in which they told me they cannot issue me a new return label because I passed the time limit and because I cancelled my return. This is COMPLETELY FALSE. I HAVE BEEN WAITING TO RETURN MY ORDER SINCE NOV 15!! I WAS WELL WITHIN MY TIME FRAME!! I also followed the instructions of an agent which they suggested to cancel and resubmit my return !! I want my money back! I want a new return label in order to be able to send back my order and obtain a full refund!! This was not my fault! This was due to Canada post strike!!!!! You need to be flexible when situations like this occur out of customers hands!

      Business Response

      Date: 12/23/2024

      Hello,

      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 order GSHNE701Q0023JP has been returned and the package is in transit.
      The warehouse will refund you as soon as possible after receiving your package and checking it.
      Do you have any other questions?

      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

    SHEIN is NOT a BBB Accredited Business.

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