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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.

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    • SHEIN

      757 S Alameda St #400 Los Angeles, CA 90021-1679

    • SHEIN

      347 S Stimson Ave City of Industry, CA 91744-5423

    • SHEIN

      757 S Alameda St #340 Los Angeles, CA 90021-1678

    • SHEIN

      757 S Alameda St #220 Los Angeles, CA 90021-1672

    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:12/16/2024

      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.
      I made a purchase on 12/13 and the merchant SHEIN charge my debit card. The merchant has held my order and not processed or shipped it and it requesting I send a picture of my bank statement. I have tried reaching out via the chat, email and submitting a ticket and no one has responded. I would like the items I purchased shipped asap or refunded for this order

      Business Response

      Date: 12/25/2024

      Hello, we have refunded your order GSUNPP55B00MXEW on December 17th. The refund has been returned to your bank account and will arrive in 7-14 working days.

      Customer Answer

      Date: 12/25/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:12/16/2024

      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.
      Returned items to retailer and did not recieve a refund. **************** pretty much nonexistent (likely a bot)

      Business Response

      Date: 12/23/2024

      Hello,
      Thank you for your message.
      Did you return the products?
      We have verified that you did not apply for any return.
      Could you please let us know the *** of the product you returned, as well as the return shipping number/return receipt?
      Thank you for your cooperation and understanding.
      SHEIN

    • Initial Complaint

      Date:12/16/2024

      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.
      The package shipped was missing items and Shein is claiming that they sent everything and have video footage that everything was shipped but wont provide proof. I asked for a manager but to no avail. They are stealing money from customers.

      Business Response

      Date: 12/23/2024

      Hello
      After verification by warehouse, your package has not missed any goods. We recommend that you carefully check your package again. And is intact when you receive package?Hope you can understand!

      Customer Answer

      Date: 12/23/2024

       
      Complaint: 22694185

      I am rejecting this response because: 

      I really did not receive the package in fulll and they refuse to provide a proof/CCTV footage that it was shipped out completely as they claimed.

      Why would I waste my time filing a complaint if I did receive everything that I paid for?

      Please have them provide a CCTV footage that they packaged everything because they said that they reviewed the footage. They are stealing from customers and Im pretty sure this is not the first complaint of the same nature. 

      I meed tor them to return my money. 

      Sincerely,

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

      Business Response

      Date: 01/04/2025

      Hello
      The warehouse has verified that no products have been missed. If the package you received is damaged or opened, please provide pictures so that we can further verify the problem.

      Customer Answer

      Date: 01/13/2025

       
      Complaint: 22694185

      I am rejecting this response because: how will I be able to send a photo of goods that I didnt receive to begin with. Shein keeps insisting that they shipped out everything but wont provide proof since they mentioned that the **** captured it. Been telling them to prove me wrong but to no avail. I need my refund and stop stealing money from customers. 

      Sincerely,

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

      Business Response

      Date: 02/12/2025

      Hello,

      After re-verification by the warehouse, we have confirmed that your package was not missing any items when it was shipped. We recommend that you check again.

      Thank you for your understanding and cooperation.

      Sincerely,
      SHEIN

    • Initial Complaint

      Date:12/16/2024

      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.
      Company charged card but did not supply with tracking number or confirmation number. When logged into their website no orders exist. And there is almost no way to contact anyone at this company.

      Business Response

      Date: 12/23/2024

      Hello,
      Thanks for your message.
      Could you please provide the email address you used to register your SHEIN account and the phone number you used when you made the purchase so that we can verify it?
      Or could you provide the transaction ID?
      Thank you for your cooperation and understanding.
      For further assistance, you can also contact our customer service through this link: **************************************************************************************************************************************************************************************'ll offer a proper solution for you asap.

      Thank you and have a nice day

      SHEIN

    • Initial Complaint

      Date:12/16/2024

      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.
      On December 7, 2024, I shipped a large box of returns to Shein. In the box, I sent some things I bought two years earlier that I dont believe were supposed to be in the box. Nonetheless, Shein accepted the return and noted that I would receive a credit to my Shein wallet for the items. To date, they have not issued the credit, are refusing to issue the credit, and are also blatantly refusing to send the items back. Therefore, I'm out around $80 with nothing to show for it, since they have my money AND the items. I'm not trying to be ridiculous. If they are going to keep my items instead of refusing them, I should be given a CREDIT. They don't get to keep my money AND the items I own?!

      Business Response

      Date: 12/23/2024

      Hello,
      Thank you for your message.
      After verification, the return package ********************** you applied for previously has no logistics track.
      Which return package did you use to return the goods in order GSUNUT61R000N31?
      Could you please provide the correct return shipping number and the *** of the returned goods so that we can verify it?
      Thank you for your cooperation and understanding.
      SHEIN

    • Initial Complaint

      Date:12/16/2024

      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.
      I made some purchases on Shein in September, as Ive done many times before. However, this time, most of the clothes were either too big or of very poor quality, so I returned some items. Since September, Ive been waiting for my refund. Ive contacted customer service several times via emailfirst in October, then November, and now December. The first time I reached out, I was told that the refund hadnt been issued because the items hadnt arrived at the warehouse. This wasnt true, as I had already confirmed that the items were received. After several emails, I finally got in touch with someone willing to help, who confirmed that the items were at the warehouse but said it was taking a bit longer to process the refund, promising it would be resolved soon. I waited another month, but nothing happened. I emailed again, and now Im being told I can no longer claim the refund because it has been over 90 days. This is unacceptable because Ive sent numerous emails over the past 90 days, and in the most recent one, I was assured that they were handling it. The customer service is terribleit feels like Im just getting automated replies. They dont seem to care about solving the problem. The live chat doesnt work, and they dont respond on Instagram either. Its been three months, and no one has helped at all! CAN SOMEONE PLEASE HELP ME?

      Business Response

      Date: 12/23/2024

      Hello, we have assisted you in submitting a refund application. The refund request is being processed. You will receive a refund email after the refund is completed. You can view the detailed refund arrangement information in the email.
      Thank you for your understanding.

    • Initial Complaint

      Date:12/16/2024

      Type:Customer Service 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.
      This is not an order issue but an issue with using the app for the daily check-in promo. On 12/12/24, after years of submitting the daily check-in, I found my account was locked due to "risky behavior." I contacted customer service through the ********************** app and the employees (Vonzy, ****** ****** etc) all repeated the same message I received on the account. I advised that I had not done any of the abnormal behavior and to please check my account because there is likely a system error falsely blocking me. I received the same generic response again stating "risky behavior." I emailed customer support as well and still have not received any reply from that outreach. I have replied back and forth consistently with the various chat staff and no one is reviewing my account to assist in fixing the issue. I no longer care about the check-in, I am now upset at the lack of customer service to help a customer who has consistently stated that I have not done any of what the blocked message is stating (using my phone # to create multiple accounts, using "cheating" tools, modifying device data for multiple accounts). How can ********************** not have an IT service desk to help customers with app issues? No one is reading my responses. Accusing the customer versus assisting the customer is beyond poor customer service. I also reached out via the complaints area to share my experience and received another generic message to please submit a new request to customer service portal and their auto system then closed my ticket. That happened 3 times. Real people are not reading the messages to be able to address the customer directly to find a solution. I am happy to provide copies of the chats and emails if needed. Thank you.

      Business Response

      Date: 12/23/2024

      Hello, please provide a screenshot of the account being locked so that we can further verify it.

      Customer Answer

      Date: 12/23/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and it is no longer needed. I sent a follow up email a little over a week ago to BBB that the Shein daily check-in was unblocked without assistance from the business. 

      Sincerely,

      Asha McG.

    • Initial Complaint

      Date:12/16/2024

      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 purchase with SHEIN it was two shirts for my son, however when it was delivered only one shirt was in the package. I spoke to customer service in the app to inform them I did not receive my full order but every customer service representative I spoke to keeps telling me that I did receive my full order and there is nothing they can do to help. Even though the packaging slip clearly states only one shirt was in the package they keep telling me that Im wrong and two shirts were in there. The customer service of this company are extremely unprofessional and it seems like this company just steals your money and tells you there is nothing they can do about it.

      Business Response

      Date: 12/23/2024

      Hello,
      Thank you for your message.
      We have reported this situation to the relevant departments for verification.
      Could you please wait patiently for the verification results?
      Thank you for your understanding.
      SHEIN

    • Initial Complaint

      Date:12/16/2024

      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.
      I accidentally sent a package to *******. I was advised by *** that they could stop the package and return it to me, but that didnt happen. I was also advised by *** that they refunded ******* the money for my package. ******* has my package and they received the refund for my package. Theyve not returned my package nor have they given me a refund for my package. The value of my package was $111.00. I supplied them with tracking number claim information. They have not called me nor are they communicating with me..

      Business Response

      Date: 12/23/2024

      Hello
      Sorry for your inconvenience,May i know order number of the package so that we can check it for you?Look forward to your kind reply!

    • Initial Complaint

      Date:12/15/2024

      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 made a purchase with SHEIN worth $102.89 on November 21. It was said that it would be delivered on November 28. However, when proof of delivery was provided, it was to an unrecognizable address. It was then that I noticed that it was delivered to the wrong address. I have tried contacting the carrier multiple times, but havent gotten a response. After a couple days of trying, SHEIN got back to me, but it was through an automated message saying that my package was delivered successfully even though, as I have repeatedly told them, it was not. I have tried to file a dispute with the payment method I used (******), but they once again gave an automated response about how it was delivered successfully. But it wasnt! I never got it! I have even sent them a file, both through email and the case, a street view image of my address and the image the carrier took of where it was delivered. Anyone with two working eyes would be able to tell that it was delivered to a completely different house. Im convinced theyve been ignoring my proof with the way they have been giving me the same automated response. I will be uploading the file here as well. PLEASE take it into account.

      Business Response

      Date: 12/23/2024

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

    SHEIN is NOT a BBB Accredited Business.

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