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

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.

Initial Complaint
Date:09/11/2024
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.
I contacted them about it being delivered to the wrong place they then told me theres nothing they can do since its already been delivered and didnt let me get my refund I contacted ***** and they told me that the address on the package isnt the same as mine so they scammed me and didnt refund me
Business Response
Date: 09/17/2024
Hello,
Thank you for your message.
The official logistics website shows that your package has been successfully delivered.
If the logistics provider reports that the package was delivered to the wrong address, could you please contact the logistics provider to show the official certificate so that we can verify it?
Thank you for your cooperation and understanding.
SHEIN
Customer Answer
Date: 09/17/2024

Complaint: 22273119

I am rejecting this response because: I contacted ***** and they told me that the package does not contain any of my information nor was it sent from shein that you guys gave me the wrong tracking number I then contacted you and you guys completely ignored me by sending the same messages to the ticket I created saying we cant refund you because it has been delivered.

Sincerely,

***** *****
Business Response
Date: 09/30/2024
Hello,

Please contact the logistics provider to issue a formal document stating this matter so that we can submit it to the logistics department for verification.

Looking forward to your reply.

Sincerely,
SHEIN
Customer Answer
Date: 10/05/2024

Complaint: 22273119

I am rejecting this response because: Like I said I contacted ***** they told me that the information on the package does not contain my address nor my name therefore they will not give me any information regarding the package if you want it why dont you do it since you are the shipper is it because you know that you are scamming me?

Sincerely,

***** *****
Business Response
Date: 10/22/2024
Hello,
We do not ask ***** to provide you with the package information, but you contact ***** and ask them to provide an official certificate that the package does not belong to you.
Customer Answer
Date: 11/25/2024

Complaint: 22273119

I am rejecting this response because:
I have contacted ***** to provide me with one and they told me they cant do such a thing if you really cared youd check the tracking number on the ***** website and see that it was delivered to a whole another city and not the one on the order I placed you know it yet you use excuses so you dont have to refund me keep your scamming schemes going I hope you get exposed
Sincerely,

***** *****
Business Response
Date: 12/30/2024
Hello, thank you for your reply.
We need this certificate to better solve your problem. With this certificate, we can report to the relevant department and then refund or resend your package. I hope you can understand that we only need proof that the package does not belong to you, and do not need other information about the package.

I wish you a happy life!
Customer Answer
Date: 01/07/2025

Complaint: 22273119

I am rejecting this response because: ok heres your proof why was it delivered to ****** ***** if clearly I put the address to **********

Sincerely,

***** *****
Business Response
Date: 01/20/2025
Hello
We have reported this to the logistics team and they will conduct further verification. Please wait for the results of the investigation.
Initial Complaint
Date:09/10/2024
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.
On August 28th, 2024 My daughter placed an order with Shein for back-to-school clothing and it is marked as delivered through DHL tracking number ********** Parcel number C24082902349692. They did NOT deliver anything and just let me know that they refuse to investigate any further. We are out almost $300 and haven't gotten anything. The order numbers are listed below.order numbers : GSUNVL62300NJD5 GSUNVL62300NJDY GSUNVL62300NJDX GSUNVL62300NJDT GSUNVL62300NJD7 GSUNVL62300NJD8 GSUNVL62300NJDR GSUNVL62300NJDQ GSUNVL62300NJD6 GSUNVL62300NJDK
Business Response
Date: 09/17/2024
Hello,
We are very sorry. According to the internal verification results, the logistics shows that the package has been successfully delivered.
We recommend that you contact the courier directly to verify the package delivery information again. Thank you for your understanding~
SHEIN
Customer Answer
Date: 09/19/2024

Complaint: 22268327

I am rejecting this response because:
The courier was unable to assist and directed me to reach out to the company .
Sincerely,

Briella ******
Business Response
Date: 10/04/2024
Hello,
We are very sorry. We have verified that your package has been signed for. If you insist that you have not received the package, please contact the logistics company to provide proof of non-delivery or other evidence (such as door video, etc.). We will also contact the logistics company to request proof of receipt and provide it to you.
Thank you for your understanding!
Initial Complaint
Date:09/10/2024
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.
Order shows delivered. But it was never delivered to the right address. The proof of delivery is a picture a house that is not mine. The house number in the picture says 1617. I do not live at that address. My address is *********************************.
Business Response
Date: 09/20/2024
Hello,

Could you please provide your order number or tracking number?

We will resolve your issue as soon as possible.

Looking forward to your reply.
Initial Complaint
Date:09/10/2024
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.
Hi. I received my order. On 09/08/24. There is a dead rat with rat droppings inside my package. My entire order is damaged due to this. There is decomposing fluids in everything. The scent is terrible. I will not risk getting sick from wearing these items. I have contacted ****** and my bank. They asked me to first reach out to SHEIN. I reached out to them and they refused to refund me. I have submitted pictures as well. Please help. I will not hesitate to reach out to the media if this issue is not resolved quickly and amicably. I would like a full refund! Remember all the items in my package are compromised! I want my money back. SHEIN asked me to return the package. No shipper will accept a package with a dead rat with rat f**** inside it. I went to *****. ****. ***. Dhl. *** even called security to ****** me outside because of the dead rat. I want my money back. I will not hesitate to reach out to the media about this. This is unacceptable. I understand as a business things will go wrong from time to time. But how you are choosing to deal with this matter is unacceptable. I cannot be expected to handle this package in any way at all!! Please have this issue resolved. I will reach out to the media with the photos and make this into a fiasco. Refund my money!
Business Response
Date: 09/24/2024
Hello,
Thank you for reaching out and bringing this to our attention.
SHEIN is committed to providing our customers with quality products and services. Upon receiving your note, we launched an immediate investigation, which indicated that when the package completed our quality control process and left our facility, it did not contain any foreign objects. We would still like to offer you the option for us to reship your order via express delivery, process a refund for your order to your original form of payment (which you can expect in 7-10 days), or issue you a SHEIN credit (which you can expect tomorrow).
Please reach out if you have any additional questions or concerns.
Customer Answer
Date: 09/25/2024

Complaint: 22266472

I am rejecting this response because: I would like a full refund to my original form of payment. Please refund my money to my original form of payment. I have received no refund. This is very dishonest.

Sincerely,

******* *****
Business Response
Date: 10/10/2024
Hello,
Thanks for your reply. I have feedback this to our corresponding department to investigate it. We will get it fixed soon. Please hold on to see the update. Thanks for your understanding and patience.
Have a nice day.
Customer Answer
Date: 11/21/2024

Complaint: 22266472

I am rejecting this response because: Based on the severity of the situation, it was not handled appropriately or in a timely manner.

Sincerely,

******* *****
Business Response
Date: 12/27/2024
Hello, thanks for your reply. The system shows that the refund for these items has been returned to your original payment account. Please check it. Thanks for your understanding and patience. Have a nice day.
Initial Complaint
Date:09/10/2024
Type:Customer Service 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.
Shein has paid advertising to ample media platforms with referral bonuses, promos, coupons and more. On 09/06/24 Tiktok promoted a $500 CREDIT to spend with REFERRAL AND FREE GAMES. after playing 6days straight, referrals to family members and more not only did the game time out as soon as i WON and my family members apps/games were restricted and i have gotten only patronizing automated **************** messages. & as a mother with young children in need of school clothes i cant believe ive wasted time and money into being falsely encouraged and forced to sign up for scams and risk my information being sold. ive spent well over $500 with SHEIN and as a customer i just wanted ********************** to be the new AFFORDABLE, HONESTLY way of sustainable fashion
Business Response
Date: 09/17/2024
Hello,

Please provide the relevant account link and the game link in your screenshot so that we can verify it.

Looking forward to your reply.

Sincerely,
SHEIN
Initial Complaint
Date:09/10/2024
Type:Order 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 and every time they send my package by ****** it never get delivered. The guy ring my bell I went down and there was no package and he didnt even try to come upstairs. When you try to get in touch with uniuni u can only send a email and sometimes they dont get but to you
Business Response
Date: 09/20/2024
Hello,
We are sorry for the inconvenience.
After verification, your package has been delivered and SHEIN cannot refund you.
If you have any objections, we recommend that you contact the logistics provider to file a complaint.
Thank you!
Initial Complaint
Date:09/10/2024
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.
Order Number: GSHNVE54500NHG5 I placed an order with 28 items on the order. I recieved Package # 1 last week which had 5 items. I received Package # 2 yesterday with 8 items. Both packages combined I have received a total of 13 items and 15 items are missing. I opened a service request with Shein but I recieved the email indicating that there is no missing items in the package - this is ridiculous, I am saying that I have opened the package and verified myself and am still waiting for the missing 15 items and Shein customer service says that there is no missing items.Also, I am charged for the full order. Usually other companies charge only for the items when shipped. You guys have charged me for the entire order when 15 items are yet to be shipped.
Business Response
Date: 09/17/2024
Hello,

After verification, your package is not missing any items. We recommend that you check your package again carefully. If you have any other questions about your order, please feel free to contact us.

Thank you for your understanding and cooperation.

Sincerely,
SHEIN
Customer Answer
Date: 09/17/2024

Complaint: 22264299

I am rejecting this response because: I ordered total of 28 items and my credit card is charged for 28 items. I received two packages in total. Package 1 had 5 items and package 2 had 8 items. Total items received is 13 items. I am missing 15 items.

Sincerely,

******* ****
Business Response
Date: 09/30/2024
Dear Customer,

Hello, I fully understand your situation, but based on the current website policy or investigation results, we are sorry that we cannot meet your further refund compensation request. I hope you can understand. If you need any other help or have other questions, please feel free to contact us and we will do our best to support you.

Thank you very much for your understanding and support.

Sincerely,
SHEIN
Customer Answer
Date: 10/04/2024

Complaint: 22264299

I am rejecting this response because: The 15 items that were missing needs to be refunded by Shein.

Sincerely,

******* ****
Business Response
Date: 11/06/2024
Hello,
Thanks for your reply. We do apologize for all the inconvenience.
Our warehouse investigated this issue on Sept 10 and got result that there is no missing items. We suggest you check your package carefully and contact the courier for more details. You can also send us the video of unpacking the two packages. We will help to check and give you assistance. Thanks for your cooperation and patience.
Have a nice day.
Customer Answer
Date: 11/07/2024

Complaint: 22264299

I am rejecting this response because: I am charged for the items I didnt receive

Sincerely,

******* ****
Business Response
Date: 11/28/2024
Hello,

We have verified that you have filed a complaint with the payment platform. In this case, we are unable to process the order. We recommend that you wait patiently for the result of the complaint.

Thank you for your understanding and cooperation.

Sincerely,
SHEIN
Customer Answer
Date: 12/06/2024

Complaint: 22264299

I am rejecting this response because: SHEIN is a useless company with no customer service. I went to ********************** for assistance over 15 times including back and forth via BBB. Since I had no choice but to file a chargeback on my credit card. I did that.

Sincerely,

******* ****
Business Response
Date: 01/06/2025
Hello, sorry, we suggest contacting your card issuer to deal with the problem, thank you for your 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
Initial Complaint
Date:09/10/2024
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.
They are allowing us to play their SHEIN games on their app and then DENYING us the opportunity to spend them. They are suspending our accounts after the games are played so theyre basically lying to us. Why let us play and get new and existing users to join the game for us to win and then we cant spend our credits?
Business Response
Date: 09/23/2024
Hello,
We are sorry for the inconvenience.
Could you please provide the specific order time?
We will further verify and process it.
Thank you!
Initial Complaint
Date:09/09/2024
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.
Placed an order on 8/22/24 for ****** items not as ordered returned items with *** returned items on the web site and only was issued a 5.95 refund for over ****** items. Contacted company via chat no number provided. They sent me to a service line that you have to pay for. I understand this company is already under investigation. I can understand why. Poor quality material and not as ordered and refund not properly delivered
Business Response
Date: 09/17/2024
Hello,

We sincerely apologize for the inconvenience.

In order to resolve your issue, we need to check the status of your order. Can you provide a specific order number or tracking code?

Thank you for your attention and we look forward to hearing from you soon.

Best regards,
SHEIN
Customer Answer
Date: 09/17/2024

Complaint: 22260802

I am rejecting this response because:

Sincerely,

*** ******
Initial Complaint
Date:09/09/2024
Type:Order 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.
Shein was advertising a SET of wrist supports for a keyboard and mouse, to which I ordered. When received they did not send me the set, but in fact only one piece when I paid for two pieces to complete the set. I notified support and they claimed they could not send me the missing piece because they only send out these supports in sets. I reminded them they didnt send me a set and thats what was advertised to me and it is what I had paid for. Now they arent offering me a refund or to send a replacement. They are doing nothing to remedy this. Last I checked it was illegal to falsely advertise any product to any consumer. I paid for a set of wrists supports - this is not what they sold me. If they continue to refuse to give me the product I paid for in full - I want a refund. Something they are now not offering me.
Business Response
Date: 09/17/2024
Hello,

Please provide the order number and a complete and clear picture of the package label (note: failure to provide or providing a blurred/incomplete label may result in the work order being unable to be verified) so that we can feedback to the relevant department for investigation and verification.

Looking forward to your reply.

Sincerely,
SHEIN

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

SHEIN is NOT a BBB Accredited Business.