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

3,234 total complaints in the last 3 years.
2,095 complaints closed in the last 12 months.

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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:03/21/2025
Type:Product 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 3/6/25 I noticed two unauthorized charges on my bank account from SHEIN in the amounts of $73.94 and $64.61. I immediately notified my bank and cancelled my debit card. I looked at my SHEIN account and didnt see any orders, I also looked at my daughters SHEIN account and she had one small order on her account that she paid for with her debit card. I disputed these charges with my bank(Current) but they denied saying since Ive shopped there before, they appear to be authentic charges ( great, right?). So now, Im trying to gather information to prove to my bank it was not me who made these purchases. Ive been in contact with SHEIN who will not refund me. Will not tell me WHAT was purchased with MY debit card- for all I know they could have just charged me for nothing and scammed me. Will not tell me what email address or delivery address was used for these orders so I can give this information to my bank (if its not mine- it could prove I didnt make the purchase). They say they are unable to give me this information due to certain limitations on their end. Which I find hard to believe, Ive dealt with other merchants who can pull up orders with my debit card information. And if its a matter of privacy- hello- its MY CARD! SHEIN just keeps telling me over and over to contact my bank, even though Ive already told them my bank will not refund me, its like they dont even listen. Im so frustrated and disgusted. Ill never shop here again, but I would like my $138.55 back. And I would also like people to know how disappointing this company is.
Business Response
Date: 03/26/2025

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
Customer Answer
Date: 03/26/2025

Complaint: 23097071

I am rejecting this response because:
Its like this company didnt even read my complaint. Im getting the same generic message over and over from their online customer service as well. I HAVE CONTACTED MY BANK, CANCELLED MY CARD, AND DISPUTED THESE CHARGES WITH MY BANK ALREADY- if I have to repeat myself again Ill go crazy. My bank denied my dispute because I have purchased from SHEIN before and didnt really have much evidence because SHEIN WILL NOT PROVIDE me with WHAT was purchased (they could have scammed me and just charged my card for all I know?) they will not tell me WHAT email address made this purchase they will not tell me WHAT delivery address its being delivered to.. why? It was purchased on MY CARD! I WANT THAT INFORMATION TO GIVE MY BANK so they can credit my dispute OR SHEIN needs to REFUND me!
Sincerely,

**** *******
Business Response
Date: 04/03/2025
Thank you for your feedback, we are very sorry to hear this. We recommend that you contact your credit card issuer immediately to report the card as lost or stolen so that they can investigate the transaction and take necessary action. If you have already requested a chargeback, please contact your card issuing bank or payment processor for the latest status of the chargeback request.
Customer Answer
Date: 04/05/2025

Complaint: 23097071

I am rejecting this response because:
Im not sure if a bot is replying to me or what, but its just like with their online customer service, I get the same reply over and over and over and its like they just are not listening to me and its beyond frustrating. Its clear this is going absolutely no where.
I dont know how I can make it any more clear that: ** I have already contacted my bank/credit card company that the purchase was made on, the card was cancelled and a dispute was filed** it was declined because you will not provide me any details to give the bank to prove I didnt make this purchase such as; the delivery address the product is being sent to, the email address that this was ordered from.. anything I could show that it wasnt me. You wont even tell me WHAT was purchased with MY money. Then, I asked since I never received said purchased that I would like a REFUND because I never received my product (though, I dont know what it is..) .. I was told no I cant have a refund.. Does SHEIN regularly do this to customers? Charge their bank accounts and get away with it? I mean, how do I know it even was even a purchase for a product and not just SHEIN charging my card. You wont give me any details of the purchase so who knows?
I'm sick of getting a generic response of the same thing over and over.. do you even read the complaints or even care for that matter??
I dont know what my next step is after this.. its obvious nothing will be solved through this and Im just going to get another response telling me to contact my bank or something saying Im sorry we cant do anything because were useless and we take our customers money. Maybe file a police report for the unauthorized charges and then see if I can start an investigation or maybe a class action lawsuit if something similar has happened to enough other people with unauthorized charges from SHEIN .. but I promise this is not the last you've heard from me.

Disgusted ex-customer,

Keri
Initial Complaint
Date:03/20/2025
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.
I ordered a barbecue grill from SHEIN on March 11 ***** .SHEIN says the package is delivered to **********, ** on march 17 .But the address that I gave to ship was ***** , **** . I contacted to logistics provider but they said That they sent whatever SHEIN gave them . And they said there was not any barbecue grill , it weight just 10 ounces. .So contacted to chat alive of SHEIN but they are not considering anything I m telling them
Business Response
Date: 03/26/2025

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 and verification of your situation.

Thank you very much for your cooperation and understanding!
Initial Complaint
Date:03/20/2025
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 accidentally sent the wrong package to their warehouse because I missed up shipping labels when sending off two packages for return. They claim there never got my package when *** confirms it was delivered to one of their warehouses and SHEIN refuses to reimburse after claiming they never received the package. I offered to pay for the postage back but theyre standing firm on the fact that they dont have my package when *** confirms its delivery to them. They are stealing my items essentially and I dont understand why when theyre a billion dollar company
Business Response
Date: 03/26/2025
Hello, the goods in return order 1ZWY10319096258428 have been refunded on January 11. Do you mean that you also returned the products that do not belong to shein using return order 1ZWY10319096258428?
Customer Answer
Date: 03/26/2025

Complaint: 23096458

I am rejecting this response because: I have provided details of this case on more than one occasion. Yes, I accidentally used a SHEIN label for a return meant for another company. I reached out to *** and they said that the issue were of the original label were the only people who could change its route. I message customer service asking them to do this. They claimed they couldnt do it. *** confirm that the package was delivered and Shein representatives are saying it was never received even though *** has confirmed that as a lie. I simply wanted to pay to get my items back, but now Shein has just just commandeered my items with no explanation of theres whereabouts

Sincerely,

******* *******
Business Response
Date: 04/02/2025
Hello,

We have fed back the information you provided to the return department for verification. Please wait patiently for the result.

Thank you for your understanding and cooperation.
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!

Sincerely,
SHEIN
Customer Answer
Date: 04/03/2025

Complaint: 23096458

I am rejecting this response because they are writing the same robotic responses and told me to contact customer service when Ive contacted customer service already multiple times. I literally sent screenshots from the customer service conversation I had

Sincerely,

******* *******
Initial Complaint
Date:03/20/2025
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 from shein. the items were delivered yesterday in ******* **. I DID NOT live there and I DID NOT put a ******* address when i ordered my stuff. My address is in **********. I have been trying to reach out to someone and NOTHING. i always spend alot of money with shein so this is very disappointing. There needs to be a phone number people can reach this company at. I need my items sent to the CORRECT address or I need a refund.
Business Response
Date: 03/25/2025
Hello,
After verification, the package has been refunded on March 22.
The refund time is 1-2 working days.
We ask for your patience and understanding.
Initial Complaint
Date:03/19/2025
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.
I am a police officer. I am investigating a crime which a stolen credit card was used to illegally buy merchandise from **************************. The first six digits and last four digits of the credit card number is 550860XXXXXX5472. The total cost of the merchandise was $46.98. The victim's account was charged on February 3, 2025. The email that was believed to be used for the account was ***************************** I need Shein to send me the order details and invoice related to this illegal charge.The invoice and order details of the aforementioned charge can be sent to ******************** For more information, you can call me at ***************. Thank you,Detective ***** *******
Business Response
Date: 03/28/2025
Hello,
We recommend that you contact the following email address directly: *****************************************************************************************************.
Thank you for your patience and understanding.
Customer Answer
Date: 03/28/2025

Complaint: 23085871

I am rejecting this response because: I have contacted Shein on multiple occasions and they have essentially told me they refuse to help. They have no way of actually taking to a customer service representative. They confuse my role as an investigator and keep assuming I am the customer trying to dispute a charge.

Sincerely,

***** *******
Business Response
Date: 04/08/2025
Hello, we recommend that you contact us via email: ******************************************************* instead of through the customer service platform
Initial Complaint
Date:03/18/2025
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.
My situation with this delivery company is that I purchased three item from them and this were not the first or the last item I bought. As I previously bought and I received the item to the same address. As these item has not been delivered to my correct address they claim that the address listed is non-existent which is a lie as I'm still receiving item that I bought previously and I previously got item to the same address. I tried to contact them I spoke to their live chat no hope no answer no respond whatsoever. And then I received update through the app and the update required me to call the delivery people which is the ***************************** or ***. Now I don't need to contact these people as there is no tracking number. And the tracking number that was provided to me wasn't correct I'm not going back and forth with these people. That's why I'm bringing up to your attention and I really hope you can solve the problem for me. As I work hard to buy the things I like and that's no way for them to treat someone like me who work 50 hours a week. And under the consumer right act of ***************************************************************************************************************************** reality they don't. To whom seeing this and read it please find it in your heart to solve my issue as I do work hard for my money.
Business Response
Date: 03/24/2025
Hello,

We have fed back the information you provided to the logistics department for verification. Please wait patiently for the result.
For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app.
Thank you for your understanding and cooperation.

Sincerely,
SHEIN
Initial Complaint
Date:03/18/2025
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 have reached out to their customer service, and they state they cannot help me with this matter. I have recorded the messages with them as well. I purchased two wigs from their company. I did thorough research before purchasing them and I did not receive what I saw on the website picture or even reviews. Per their return policy you have to reach out within 24 hours in which I did,send it back within 30 days in which I did and if they do not accept the return they have to send it back which they are not. Wig 1 the reddish brown head was too small so I couldnt wear it and placed a request for the return same day. The 2nd wig was very unacceptable I purchased a water wave pre everything 26 inches 200 density and I recieved what looked more like a body wave, 180 density and I ******ally measured 20 inches. There was still long lace on it as well. So instead of being mad I returned it same day. I returned the items and no one got back to me, so I reached out to them after two weeks of sending it. I was told that there was nothing they can do because the *** had obvious signs of multiple use of wear. I told them that was impossible because theres no way that can happen within the time frame I did the return. Also I shouldnt be blamed for receiving the poor quality of these wigs. Someone else got on the chat after and said this wasnt the same wig that was sent to me but it was and I even took a picture of the wig I received. So I asked if there was cameras in their warehouse or on the day that they sent it to me. They said no return after the third ****** came on to assist so I asked if they are returning what was sent to me. They said no. Hence why I feel like Ive been scammed and stolen from. I cant even wear the wigs but now I need them to say whats been done to me. Now I feel like I have to sue because Im out 120 dollars they know they messed up and dont want to be exposed. I want a refund or exchange or just the hair back.
Business Response
Date: 03/24/2025
Hello,

After verification, the merchant cannot refund you because the returned product failed the quality inspection and affected the secondary sales.
For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app.

Thank you for your understanding and cooperation.

Sincerely,
SHEIN
Customer Answer
Date: 03/24/2025

Complaint: 23081926

I am rejecting this response because: I returned the item within the days needed and have returned it in the same quality received but the biggest issue is that they will not return my item back to me even though the return policy states they must do so. Can you please address that. If you need a photo of the return policy I can send it. The return policy states if they cannot issue a refund or exchange they must send it back. They are refusing to do so. Thus, that is considered stealing.

Sincerely,

****** *******
Business Response
Date: 03/31/2025
Hello,
You will be responsible for the shipping fee of the returned product. Do you want to continue the return?
Customer Answer
Date: 04/07/2025

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. I need to know how much the shipping fee is, I will pay for shipping, I would've did that if it was just answered when I asked the first 3 times through your app. It doesn't matter the fact that it was the quality you provided but like I said regardless of what was done. I should have still been given the option your giving me now per your return process. I would've never made this into a bigger issue. Its just everything that's happened so far with you guys has been shady.

Sincerely,

****** *******
Initial Complaint
Date:03/18/2025
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.
On March the 3rd I ordered a dress for an important event. An event I spent 200 dollars on tickets for. The dress was suppose to be here March 6th. The event was March 15th. The dress is lost in the mail. SHEIN has repeatedly refused to refund me my money. Because of this I could not afford to buy another dress and had to miss the event which I could not get a refund on my tickets. The post office said to contact Shein and they would refund me because they can file an ins complaint with the post office. The apparently have never dealt with SHEIN. I don't want to dispute it with my card company because they will cancel my card and issue another one. I then would have the trouble of changing all my bills over to the new card and will also be without a card for 10 days why the new one shipped which won't work for me. I just want my money back. Everyday I have asked them and everyday they refuse. It is stressful. I do not have money and to lose money on the tickets is bad enough but to pay for a dress I did not receive is uncalled for. Please help.
Business Response
Date: 03/25/2025
Hello
After check your order **********************,we processed a refund to your original payment form on 22 Mar and refund time is 7-14 business days,Hope you can understand.
Initial Complaint
Date:03/17/2025
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.
I purchased 6 items 1/27/25, payment posted to my account 1/28/25 $53.93. The status shows delivered but I never received my merchandise. I checked with family, neighbors and made sure the delivery address is correct. Ive attempted to reach the company since but to no avail. I never received proof of delivery. Today 3/17/25 I reached a chatbot and only received a link to just ********** costing $5 where I have to enter my bank card information
Business Response
Date: 03/25/2025
Hello, we are sorry that we cannot find the order according to your tracking number. Please check whether the correct information is provided so that we can provide further assistance.Hope you can understand
Initial Complaint
Date:03/16/2025
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.
I ordered about 10 items. Everything in that order was perfectly fine, except the patio chair. (Which was on Shein Marketplace). This chair was for roughly $150. Once it shipped, the shipping activity looked a little weird to me so I called ***** The agent asked me to confirm the receiving address. I gave her my address and she tells me that this is NOT the address its shipped to. She also tells me this package weighs only 2.6 ounces. She tells me theyve been seeing this scam a lot lately. I also recorded this phone call. A patio chair weighs much more than 2 ounces. I didnt want to think I was just scammed so I wait for it to be delivered. Once it says it was delivered. I knew it was a scam, **** it says it was delivered to my mailbox. My mailbox is extremely small. Too small for a CHAIR to fit in. I contact Shein and let them know I was just scammed and that they need to look into it. I also get emails every morning from **** that shows every piece of mail thats being delivered to me for the day. Theres literally a picture in my email with every piece of mail Im receiving for the day. Its **** Informed Delivery Service. No package from Shein is on my delivery for 3/13/2025. I screenshot that email from **** and sent it to Shein. Shein also couldve called **** with the tracking number and they would know it was a scam, but Shein has told me theres nothing they can do. *** filed a suit in small claims court now. Its a shame you cant shop with confidence. Ive been on that site for YEARS and have never experienced anything like this. Its extremely frustrating to be gaslit. Telling you that you received something you KNOW you didnt. I just thank God I can actually prove it wasnt shipped to me. Can you imagine how many ppl are getting scammed on there and cant get their money back. A shame.
Business Response
Date: 03/25/2025
Hello
After check,Your package has been successfully delivered.
Please provide proof of unsuccessful delivery for further verification. In addition, you have submitted a complaint to the payment platform. It is recommended that you contact the bank/payment platform to follow up on the complaint results.
Customer Answer
Date: 03/25/2025

Complaint: 23074258

I am rejecting this response because:
Shein originally provided me with a tracking number, saying this package was delivered via ***** when I just disputed it with my bank, Shein sent THEM a screenshot of a delivery confirmation, that was from ****** The screenshot they sent my bank didnt even have a tracking number on it. It was just a screenshot saying it was delivered. I am submitting a screenshot of my order confirmation, which includes the item I ordered, the order number, AND the tracking number they provided me. I am also including the fake ***** delivery confirmation they have provided to my bank. My bank is currently waiting on Shein to provide a FULL screenshot WITH the tracking number included, since they sent a fake one with no tracking number or other details. This seller has now removed the item I bought, from Shein. This is a fake, scam seller and Shein didnt even TRY to look into it. I have bought SO many things on Shein. This is my first time experiencing this and to have them totally disregard it, doesnt make me feel safe to shop on their site anymore.

Sincerely,

***** ********
Business Response
Date: 04/02/2025
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.

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SHEIN is NOT a BBB Accredited Business.