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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

    • 3,235 total complaints in the last 3 years.
    • 2,095 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:04/14/2025

      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 have not received a package that was due to come a week ago. I made an order from Shein which is being delivered by ******. After claiming that my home was inaccessible on April 9th, they rescheduled the delivery for April 12th. Instead of attempting to re-deliver my package, they sent it back to their distribution center in ***********, ********. I have minimal information on this situation and am unable to contact SpeedX to figure out what is going on with my package. I have done research on the delivery service in which I have found people deal with this all the time. One option I saw was to file a complaint with the BBB. I do not want a refund or an apology, I would just like my package and I am not sure how to get it.

      Business Response

      Date: 04/20/2025

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

      SHEIN

    • Initial Complaint

      Date:04/13/2025

      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.
      04.10.2025 is suppose to have been my delivery date I purchased these items April 1, 2025. From Shien online multipleorder numbers. GSU11Q50T00QS48, GSU11Q50T00QS49, GSU11Q50T00QS4Y, GSU11Q50T00QS47, GSU11Q50T00QS4R, GSU11Q50T00QS4S, This order was on 02.02.2025, never delivered...GSU1MR50100201A

      Business Response

      Date: 04/20/2025

      Hello,
      Thank you very much for contacting us.

      After verification, this package SPXBWI0***40576836 has been refunded to your payment account.
      The refund time is 7-14 working days.

      According to the logistics track, your package 771934**7400 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!
      SHEIN

    • Initial Complaint

      Date:04/13/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 March 31st 2025, I submitted an order for products totaling $591.22 On April 7th, 2025, I got notification that it was delivered.Upon noticing that the package had not actually been delivered, I contacted SHEIN customer service who immediately gave me an automated response telling me that it shows as delivered and to check with my neighbors on contact that delivery company (ontrac).I did just that to no avail. Once ontrac sent me back to SHEIN, I requested a delivery photo to see if it was possibly delivered to a neighbor in my neighborhood so that I could then retrieve the package on my own. After three days they finally provided me with a delivery photo that clearly showed the package had been delivered to the wrong address. Ive reached out to numerous agents who keep giving me the same automated response. I did not receive the goods that I purchased and want a full refund! SHEIN is notorious for doing this and its ridiculous. I order clothes for my three year old daughter as she no longer fits into hers and used most of my tax refund to get it! I am not financially in a good spot and cant afford to be scammed out of my money.

      Business Response

      Date: 04/17/2025

      Dear customer! We have successfully submitted a refund request to you.

      Our company usually completes refunds within 24 hours, but the time it takes for you to finally receive your refund depends on the efficiency of the channel and bank processing. It will take about 2-7 business days for the refund to reach your original payment path, so please pay attention to this and thank you for your understanding and support!

      If you have any questions, please ask us or contact your bank.
      Thank you for shopping at SHEIN!

      Customer Answer

      Date: 04/17/2025

       
      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,

      Al-***** ****

    • Initial Complaint

      Date:04/13/2025

      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.
      My Shein account has been suspended since December 2024 without any valid reason or clear explanation. I have reached out to Shein's customer service numerous times in an effort to resolve the issue and reinstate my account, but I have only received generic responses and no actual ************* make matters worse, Shein is withholding $55.49 in wallet funds from my account. These funds are rightfully mine, yet I no longer have access to them due to the unjust suspension. I have requested that the funds be refunded or released, but I have received no response regarding this request.This is an extremely frustrating and unfair situation. Sheins lack of transparency and refusal to cooperate is unacceptable.> Desired Outcome:I would like the $55.49 currently held in my Shein Wallet to be refunded to me immediately. I would also appreciate a clear explanation for the account suspension and, if no valid reason is provided, full reinstatement of my account.

      Business Response

      Date: 04/17/2025

      Hello, you said your account has been suspended. Please provide relevant screenshots, otherwise we will verify it for you as soon as possible. Thank you for your understanding and support

    • Initial Complaint

      Date:04/13/2025

      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.
      GOOD MORNING TO BBB I HAVE A COMPLAINT TO THE COMPANY SHEIN BECAUSE I HAVE PURCHASED 32 ITEMS ON MARCH ******* AND I HAVEN'T RECEIVED IT AND IS APRIL 13, 2025 AND STILL HAVEN'T RECEIVED IT. I AM SO UPSET THAT THE COMPANY DOES NOT HAVE A CONTACT NUMBER WHERE YOU COULD RESOLVE THIS USSUE. I ALSO EMAILED THEM SEVERAL TIMES AND NOTHING WAS RESOLVE. I JUST WANT MY FULL MONEY BACK.

      Business Response

      Date: 04/17/2025

      Hello, your package is still in transit. Due to logistics reasons, your package cannot be delivered on time. We can provide you with a refund. Do you think it is ok?

    • Initial Complaint

      Date:04/13/2025

      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 have contacted SHEIN several times about a package that wasnt delivered. They keep telling me to contact the courier they shipped this through and the courier has no customer service line and when you use the live chat feature it says no agents are available. I have contacted SHEIN in various platforms they arent helpful. I contacted them on ******* explaining the situation and instagram. I dont have my package and its fraudulent to steal money from people without delivering the items they pay for.

      Business Response

      Date: 04/17/2025

      Hello, your package ************************** is currently shown as signed for. You did not receive it, right?

    • Initial Complaint

      Date:04/12/2025

      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 order from shein and shein sent it by *** shipping they left it in the lobby . I never got my package they suppose to bring it up to my door I do not live in the lobby. The building I live in big there's 2 elevators o been told shein don't leave my packages in the lobby .my packages had been stolen in recent month. I have disabilities. I ask shein to refund me or resend my order Cause I never got my packages . I don't live in the lobby I live on Apt 7b. They are refusing.

      Business Response

      Date: 04/17/2025

      Thank you for contacting us. According to the logistics track, your package has been successfully delivered. But we understand your concerns and will do our best to help you solve the problem.
      To help us investigate further, please take some time to do the following checks: whether the package may be 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, you need to cooperate 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 solve this problem for you.

    • Initial Complaint

      Date:04/12/2025

      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 wawbt to the grocery store to by food and woke up the next morning and some committed fraud using my account and spent 62 dollars

      Business Response

      Date: 04/16/2025

      Hi,
      Thank you for your feedback. We are sorry to hear that.
      We advise that you contact your payment card provider to report your card as lost/stolen if you have not already so that they can investigate the disputed transaction and take action.

      If you have initiated a chargeback, it is recommended that you consult the card-issuing bank or payment platform about the progress of the chargeback.

      Kind regards

    • Initial Complaint

      Date:04/12/2025

      Type:Customer Service 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 have placed 4 orders from SHEIN all within the last week. Only one order of the three has actually shipped and only one item from that order has arrived. Of the other three, which mind you, were purchased with the same card, account, billing and shipping address as the other successful order, have all been flagged as needing verification. Why do I need to suddenly verify my account? Especially when my other order is over a hundred dollars more than the last one I placed. I have sent in screen shots of my bank transactions, a copy of the card used and a picture of my license, proof of the email confirmation I have talked to customer service until I am blue in the face, on the app and via instagram. This is ridiculous. Either I am the most devoted thief in the history or the world or maybe just maybe, I am who I say I am!!! I dont know what else to send SHEIN to prove I am who I say I am. I really need these items for my wedding!

      Business Response

      Date: 04/16/2025

      Hello,

      After careful verification, we failed to receive the verification documents you submitted, or the submitted documents contain errors, which makes it impossible for us to confirm whether the order is authorized. In order to protect the security of your account, we have to cancel the order. We are deeply sorry for the inconvenience caused to you.

      Sincerely thank you for your understanding and cooperation.

      Your order has been refunded to the original payment account.

      The refund time is 7-14 working days.

      If you have any other questions, please feel free to contact us.

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Hello, my name is ****** **** and I am putting a complaint in regarding SHEIN marketplace for Order #GSU1NG49TOOYSRB not refunding me for a dress I returned. They state it didnt meet there return and policy and guidelines but the dress was returned in pristine condition to them with two other items which those two items they refunded. They now have sent me the dress back, will not refund me or accept the dress back once again. This is utterly ridiculous and disgusting the way they are doing business and I will not give them any more business again, but, The address was returned EXACTLY how I received it, in pristine condition with the tags attached, nothing was removed. Nothing was touched. I tried to dress on. It didnt look good on me, I packed it back up and sent it back. I also sent them all videos and pictures of the dress and just keep getting back, It doesnt meet our standards but NOT telling me what apparently theIR investigation saw because there was nothing to see because its in pristine condition. I KEEP ASKING THEM WHAT APPARENTLY WAS WRONG WITH THE DRESS BECAUSE FROM THE PICTURES AND VIDEOS I SENT THEM THEY COULD CLEARLY SEE WITH THEIR EYES. NOTHING IS WRONG WITH THE DRESS AND IT SHOULDVE BEEN REFUNDED. CAN YOU PLEASE HELP ME THEY WILL NOT DO ANYTHING FOR ME AND I KNOW ITS A SMALL AMOUNT OF MONEY. ITS JUST THE PRINCIPLE THAT THE DRESS IS IN PERFECT CONDITION WITH ALL TAGS ATTACHED AS WAS SUPPOSED TO BE.

      Business Response

      Date: 04/16/2025

      Hello,
      We are sorry that the product you returned was found to be defective after verification.

      We will arrange to return it to the original address within 5 working days.Please check it carefully.

      The return shipping fee is 7.99, which will be deducted from your refund.

      Thank you for your support.

      Customer Answer

      Date: 04/16/2025

       
      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.

      As you can see from ALL the pictures and videos that were sent, the dress is NOT DEFECTIVE and whoever verified that is absolutely wrong.  What is the address to return it to, and even though I think you charging ME to return the dress is ridiculous when I had already returned it in PRISTINE condition, I will accept the $7.99 being deducted from my refund.

      Sincerely,

      ****** ****

    SHEIN is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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