We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

      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:03/30/2025

      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 placed an order #GSU1NX07600QEB4 It was contained clothing items. The app for SHEIN showed it was delivered on March 12th. By the 18th I still did not see anything. I reached out to the app and found it was delivered to the wrong address. I contacted customer service via email ticket because their chat is not working. I have multiple interactions of me looking for a resolution and SHEIN ignoring the issue, blaming it on the delivery company, and throwing it back on me to avoid any responsibility. I asked for a re-issue of items or refund and they are refusing both.

      Business Response

      Date: 03/31/2025

      According to our records, your package has been successfully delivered. If you have not received your package, please check if it may have been left in your mailbox, at your front door, at the building/apartment reception, or with a neighbor. If not, we kindly ask you to share any additional information or evidence that may help us review so that we can verify it with the logistics provider. Please rest assured that we are committed to resolving this issue for you.

    • Initial Complaint

      Date:03/28/2025

      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.
      I ordered product from Shein on 02/12 Order # GSU1MH282000BTF Product was not good as mentioned online, low quality.Returned before the return window and return was delivered to them on Mar 4 They have not reviewed the product yet and waiting at their end. I tried to reach out to customer care but no return. Please help me to get the money back.

      Business Response

      Date: 04/01/2025

      Hello,
      We are sorry that after confirming that your order is in complaint status, we are temporarily unable to refund.
      We recommend that you contact your payment platform to follow up and resolve the complaint.
      If your complaint has been resolved, please contact us as soon as possible and we will verify your order as soon as possible.
      If you have any questions about your order later, please contact customer service first.

    • Initial Complaint

      Date:03/28/2025

      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.
      Order GSU1NE26M0014YX - I requested a return and the ** code they sent me does not work, I told them that and was not offered a resolution. This does not fit the 32 oz Owala. Order GSU1NE26M0014Y8 - The arms on the all 3 sunglasses are very loose like they will fall off any time. Because a photograph doesn't show this they will not refund me, I will gladly send the item back. GSU1NF26F002Q86 - There is a bad scratch on one of the lens' I sent in a picture 2 times and they claim they never received it. I will gladly send the item back.I am extremely disappointed in how bad Shein's customer service has gotten. I have multiple items on each order, I am not trying to get out of paying, I am trying to get a resolution for damaged/unusable items. After this I will never shop on Shein again.

      Business Response

      Date: 04/02/2025

      Hello,

      Please send us relevant photo evidence so that we can verify it for you.

      Looking forward to your reply.

      Sincerely,
      SHEIN

    • Initial Complaint

      Date:03/27/2025

      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.
      I ordered wedding favors on 2/14/25 and was given a tracking number. The order was shipped and reported as delivered and signed for on 2/21/25. But I do not have my package. When I inquired with Shein, they said it was delivered and signed for, directing to me to *****. When I called ****** they advised that the tracking number provided was incorrect, as it belongs to a different name and address entirely. They could not give me the name or address, as that information is private and not mine. They offered to confirm this information on a 3-way phone call, but Shein refused to cooperate.I explained the tracking number error to Shein, over the course of a week, in multiple live chats and email tickets, but they provided the same answer repeatedly: That tracking number shows it was successfully delivered, so they cannot issue a refund. Of course, it was...it's someone else's tracking number, name, and ********** is frustrating that Shein will not investigate further. I would be happy if they read and understood the problem, instead of regurgitating the same answer. I didn't even want a refund initially, just my package. But now I have no package, and no refund.I have spent a lot of money planning a very large event, and Shein is losing a valuable customer. I will not be spending another cent with this company.

      Business Response

      Date: 03/31/2025

      Hello,
      We are very sorry for the inconvenience.
      Could you please send us the communication history between you and ***** so that we can feedback to the logistics department for further verification?
      Thank you for your understanding.

    • Initial Complaint

      Date:03/27/2025

      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.
      3/7/2025 Amount paid- $11.36 So I ordered from their app. And I waited for delivery. And when delivery came about it was delivered to an unknown facility. So I reached out to customer service and they told me to wait for a week for a solution. So after waiting they emailed me saying they couldnt process a refund because the order was delivered. But again it was delivered to an unknown facility thats similar to my address. This isnt the first time they my stuff to that same address. This is the second time theyve sent it to some place else and couldnt give me a refund. They took pictures of where they left it for me to confirm whether I received it or not. And I told them they delivered it to the wrong address. Its not fair to me that I cant get a refund or get the things I ordered because theyre unwilling with their policies. I want my refund. Or some sort of solution

      Business Response

      Date: 04/01/2025

      Thank you for contacting us. According to the logistics track, your package has been successfully delivered.
      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 check the following: 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 with us 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:03/27/2025

      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 ordered several items from SHEIN and my card information was stolen and used in *******, ** (several states away from where I live). This business is a scam at worst or does not secure customer information from their employees at best.

      Business Response

      Date: 04/01/2025



      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.

      If you need further assistance, please contact us. Thank you again for your love and support for SHEIN.
      Kind regards 

    • Initial Complaint

      Date:03/27/2025

      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.
      "I have receive a package with wrong product(shoes), which i dint order and i did not receive my orders which i have ordered(dress)."I have ordered dresses from Shein on 03-07-2025 with the total amount $133.74.and i received a package on 03-22-2025 with shoes in it, not dresses which i ordered. i Have raised a customer service ticket with the pictures attached with the product (shoes) i received and not my dresses. they kept saying we verified and i dint receive any wrong goods. it clearly shows in the picture i received shoes and not dresses. they asked me to reach out to shipping company to find out about the product missing/incorrect product in the package. I kept talking to customer service in chat but they said they cant help anything more. they are denying the fact they sent wrong product and dint send me my dresses and refusing to agree for the refund.

      Business Response

      Date: 04/01/2025

      Hello, the waybill contains multiple orders. Please tell me which order you did not receive the goods from. Instead, you received a pair of shoes.

    • Initial Complaint

      Date:03/26/2025

      Type:Sales and Advertising 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 package was marked as delivered on 03/21/25. The proof of delivery is a blurry picture that doesnt show any of my information to even verify that they did in fact deliver the correct package. On 03/25/25, I reached out to SHEIN about my package being missing. SHEIN has given me the run around about why they cant help me. I went to my leasing office and they too couldnt locate the package and didnt sign for anything. I keep explaining to SHEIN that Ive never had a package stolen from and that I live in an apartment complex, thus I dont have access to security footage of the mailroom. Additionally, I reached out to ACI (which Ive never heard of), because SHEIN shows that they delivered my stuff and *** hasnt ever responded back to me. Im hugely disappointed as Im a longtime customer of ********************** and have never been treated which such low regard in my life. Ive spoken to several agents explaining my situation only to receive a generic response from all of them. Ive stated that I really just would like my package resent as Im attending a wedding and the stuff in that order was for that. SHEIN has treated me terribly in this endeavor, treated me as if Im lying, and offered no real solutions. The pictures below is what I sent SHEIN showing that the package clearly isnt there. The other photos shows how shady and blurry the proof picture is. For all I know they carrier snapped or reused an old picture proof or couldve marked my package as delivered and left the wrong thing. Again, Ive never had a package stolen from my apartment complex.

      Business Response

      Date: 03/31/2025

      Hello,

      I sincerely apologize for the inconvenience. SHEIN always wants to offer good experience for all our customers. Your satisfaction is our priority.

      To avoid mistakes, could you please tell us the order number? We will help to check and give you assistance. Thanks for your understanding and patience.

      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: 03/31/2025

       
      Complaint: 23119671
       
      my order number was: GSU1NB57N00090A and my tracking number was 04102100000015100004606173. **************** was also extremely rude to me once I did provide them with sufficient evidence like requested. I asked the agent multiple times to please just resend the package as Im attending a wedding. They rudely issued me a refund and closed the chat without me being able to say anything else. I requested the items to just be reshipped before the refund was initiated. I also told several other agents that I again just would like my items because Im going to a wedding, no one took the time to stop and listen to my concerns. If the money was the issue, I wouldve never ordered a large package to begin with. I was dismissed and frankly giving the worse customer service experience Ive ever had the displeasure of in my life

      Business Response

      Date: 04/08/2025

      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 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 camera at the door when signing for the package

      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:03/26/2025

      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 purchased a large-heavy item from SHEIN, The item was shipped in TWO boxes, each with its own tracking label.. They offer FREE returns. Yet only offer one return label to return this item. *** cant take 2 boxes using one tracking #. So Sheins solutions is telling me to get a larger box to put both heavy pieces in. If its that easy ( its not) then why didnt they ship it to me in one large box. None of this is in their return policy prior to purchasing. And should not be legal to operate this way! They say they currently have no customer service via the phone. They are very hard to reach at best.

      Business Response

      Date: 03/31/2025

      Hello, we can try to apply for another return label for you on order GSU1NR43700NJS7, do you accept it? If you do not accept this solution, we are sorry,we understand that the RAN return option does not meet your expectations. Unfortunately, if you do not return the product, the merchant will not be able to process a refund for you. In this case, we recommend that you consider keeping the product.
      Thank you for your understanding and support!If you accept the first offer, please reply to us as soon as possible.

    • Initial Complaint

      Date:03/26/2025

      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.
      I ordered 2 sets of towels and they were delivered to someone in **********. I live in ***********, ********. I live chatted with a customer service agent and was told that it was delivered and I just lost my towels and money. $129 I spent. I was sent to another customer service agent and was told that they would not be using me a refund, when it clearly shows that they delivered my towels to someone else!

      Business Response

      Date: 03/31/2025

      Hello,
      We are very sorry for this inconvenience!
      We have reported your package to the logistics department for investigation.
      We will notify you as soon as possible if there is any result.
      Thank you for your patience and understanding.

      Customer Answer

      Date: 03/31/2025

       
      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,

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

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.