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

3,231 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:09/06/2024
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.
I placed an order on their website for a vacation I have coming up. I couldn't figure out at all how to put in complaint on the website. It is no direct contact to a live agent. The delivery service hasn't been helpful at all even with videos being shown. My order stated it was expected to be delivered 9/6/24-9/8/24. however it apparently showed up they say 9/2/24. However the package was not seen. I believe delivery person sat package down took picture and then picked it back up. I have two different camera angles from neighbors. I have never had this problem as my packages are usually delivered through ****** At this point I would like a refund for the items that were taken. I have never experienced this with Shein and this isn't my first time ordering from them.
Business Response
Date: 09/10/2024
Hello,
We are sorry for the inconvenience.
Please provide your order number or logistics tracking number.
We will further verify and handle it, thank you!
Initial Complaint
Date:09/06/2024
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.
SHEIN wont let me delete my account and says theyre legally obligated to hold my data. Its been like this for weeks and I want to delete my account
Business Response
Date: 09/10/2024
Hello,
Thank you for contacting us regarding deletion of your personal data. We take your privacy seriously and are committed to ensuring your private data is secure. Please note, however, that SHEIN may retain certain information for internal uses where this is necessary to satisfy our legal obligations. We will therefore retain the following information in compliance with our data retention schedules: your name, mailing address, email address, and transaction history with Company (including purchases, SHEIN wallet payments, refunds, and credits, bonus points, etc.). We will also maintain a record of your deletion request as required to comply with regulatory requirements.
Sincerely,
SHEIN
Initial Complaint
Date:09/05/2024
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 8, we created an account and placed an order. It was for a 3 pack of shirts, a sweater, and a pair of leggings in the amount of $23.64. When we didn't receive a confirmation email, we attempted to log back in to the site to obtain the order number. At that time, the account was deleted and there was no record of the order. However, the card had been charged. We waited a few weeks hoping that the order would still be delivered. We have received nothing. We attempted to create a new account with the same email to see if the order would appear, but it is still not there. So now, we have a charge on our account for the items, but no items. We attempted to contact customer service, however the only thing they do is repeatedly ask for an order number and won't acknowledge what the problem is.
Business Response
Date: 09/10/2024
Hello,
We are sorry for the inconvenience.
Please provide your payment proof, purchase URL, screenshots and other information.
We will help you as soon as possible, thank you!
Initial Complaint
Date:09/05/2024
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 have never bought anything from SHEIN . I have tried to delete the account I have but it doesnt let me .
Business Response
Date: 09/10/2024
Hello,
Thank you for contacting us regarding deletion of your personal data. We take your privacy seriously and are committed to ensuring your private data is secure. Please note, however, that SHEIN may retain certain information for internal uses where this is necessary to satisfy our legal obligations. We will therefore retain the following information in compliance with our data retention schedules: your name, mailing address, email address, and transaction history with Company (including purchases, SHEIN wallet payments, refunds, and credits, bonus points, etc.). We will also maintain a record of your deletion request as required to comply with regulatory requirements.
Customer Answer
Date: 09/10/2024

Complaint: 22245393

I am rejecting this response because:I have Never brought anything from SHEIN.
They keep regurgitating the same message but the never have allowed me to delete my account.

Sincerely,

Jomanda ******* ****
Business Response
Date: 12/11/2024
Hello
Thank you for your feedback. We have contacted you via email and provided a solution. Please check your email and continue to communicate with us in email.Hope it helps!
Customer Answer
Date: 12/11/2024

Complaint: 22245393

I am rejecting this response because:
I do not agree to have them retain my name , address or other personal information.

Sincerely,

Jomanda ******* ****
Business Response
Date: 12/23/2024
Hello,
We have verified your issue and resolved it.
If you have any further questions, please feel free to contact us.
Thanks for your support and understanding.

Best wishes,
SHEIN.
Initial Complaint
Date:09/05/2024
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, was informed delivery would be on August 28-August 31. Received an email August 27th saying my package was delivered. Checked everywhere no package was delivered. Contacted SHEIN, they said to wait 48 hrs incase it was a system issue. I waited, no package was delivered. Contacted SHEIN, was informed that the delivery company says it was delivered but they will look into it, to wait 5 days. On the 5th day they still didnt complete the investigation, then an automated message closed my case stating it timed out, contacted SHEIN again, agent said investigation was closed and items were delivered. I explained again that they were not delivered. I requested to speak to a manager over 3 times, the agent keeps sending me automated messages which have nothing to do with my request to speak to a manager. I want my items delivered to me, or a refund. This is UNACCEPTABLE. Stay clear from the SHEIN they are very difficult to communicate with, no phone number, only chat which takes 24 hours for an agent to respond. No sense of urgency to help customers, customer service is 0/10.
Business Response
Date: 09/10/2024
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: 09/10/2024

Complaint: 22245245

the order number is: GSHNV8054000F55
******* ******
Business Response
Date: 09/29/2024
Hello,
Thank you for your message.
After verification, the order was split into two packages.
Is the tracking number of the package you did not receive ********** or **********?
Customer Answer
Date: 10/07/2024

Complaint: 22245245

yes, those are the tracking numbers for both parcels I received by email

Sincerely,

******* ******
Business Response
Date: 11/06/2024
Hello,
We are very sorry. According to the internal verification results, the logistics shows that the package has been successfully delivered. Since the official website shows that your package has been successfully delivered, we cannot apply for a refund for you.

We recommend that you contact the logistics company to provide proof of non-delivery or other evidence (such as Surveillance Video, etc.) Thank you for your understanding~
Initial Complaint
Date:09/05/2024
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.
In the month of July, my order never arrived at my house. It was supposed to have arrived at my address, but it never arrived. I called the shipping agency. They didn't help me. I sent emails. I made calls and no one helped me, just like I did with the Shein company. No one helped me and no one gave me a solution. I only ask for my money back. Attached is the letter from the shipping company where it says that Shein is responsible, not them, and neither of them has given me any solution.
Business Response
Date: 09/10/2024
Hello,
According to our records, your order tracking number ********** has been successfully delivered. If you have not received the package, we recommend that you check the area near where you live or ask your family members and neighbors if they have received the package. Additionally, you can contact the carrier for more information about the location of your package.
Initial Complaint
Date:09/05/2024
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.
I did not received my package SHEIN refused to give me my money back stating the package was delivered it seems the driver signed for the package didnt even spell my name correctly. I work Monday to Friday 8-5 I get home by 6pm aint no I could sign for this package
Business Response
Date: 09/10/2024
Hello,
According to our records, your order tracking number ********** has been successfully delivered. If you have not received the package, we recommend that you check the area near where you live or ask your family members and neighbors if they have received the package. Additionally, you can contact the carrier for more information about the location of your package.
Initial Complaint
Date:09/05/2024
Type:Sales and Advertising 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 school clothes and stuff off of SHEIN and it was supposed to be delivered August 24. It was delivered August 24 in *********. I went to the post office the next day. I think it was Monday and I was like hey Im here to pick up my package they had no idea what I was talking about. They had no clue that that I had a package and they said my tracking number wasnt even in their system and so I contact Shein and they told me that they couldnt give me a refund because the package says it was delivered but Ive never had a problem with shein until now
Business Response
Date: 09/10/2024
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
Initial Complaint
Date:09/05/2024
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.
I have reached out to Shein like 10 times regarding my order, and they continue to tell me they sent me everything, but they only sent me 3 of the 11 things (items I received circled in the photos attached, I am missing the other 8. They keep telling me that they have proof of a package being delivered but no proof of what was in the package. Also the package wouldn't even be big enough to fit everything in it in the first place. They refuse to ship me the missing items or give me a refund. I have sent them pictures of all the packaging and all the items and they continue to tell me too bad. I just don't understand how they can run their business this way.
Business Response
Date: 09/10/2024
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: https://us.shein.com/robot?page=navigationBar Or you can contact Customer Service by SHEIN app. We'll offer a proper solution for you asap.

Thank you and have a nice day
Customer Answer
Date: 09/10/2024

Complaint: 22244470

I am rejecting this response because:
I have reached out to the Shein's customer support multiple times letting them know I was missing items and there response every time is "it has been confirmed that your package contains all the items and I should check my package one more time." I have checked my package and it is missing 8 items which is why I was reaching out in the first place. I also sent them photos of all the packaging and items I did receive. I would be satisfied if they would either ship me the missing items, or provide me with a refund for the missing items. I don't understand why they are refusing to correct their mistake. I have never purchased from a company that just refuses to make things right for their repeat customers.
Below are the order numbers:
GSUNV840C00Q5MW - Received brown skirt but not floral shirt
GSUNV840C00Q5M4 - Did not receive
GSUNV840C00Q5MT- Received dress but did not receive striped shirt
GSUNV840C00Q5MQ - Did not receive green jacket
GSUNV840C00Q5M5 - Received pink sweater but not tan button shirt
GSUNV840C00Q5M3 - Missing all three items, green pajamas and purple and black underwear sets

Sincerely,

Ashley Moyer
Business Response
Date: 09/29/2024
Hello
After check with warehouse,there is no missing items.and you submit a payment platform complaint already.please wait patiently for complaint result.Hope you can understand!
Initial Complaint
Date:09/05/2024
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.
The issue SHEIN Guaranteed a delivery date for an item I ordered. They did not arrive by that date. I asked to cancel and they did not. Then when the item delivered weeks later, I asked for a refund. They said no, not without taking it to *** myself to return. I said no, I want a refund now, plus taking to *** means I have to pay for shipping. They are NOT working with me.
Business Response
Date: 09/10/2024
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: 09/10/2024

Complaint: 22243321

I am rejecting this response because:

The order number is GSUNJE29T00X43W. I have reached out to them and they just go in circles. They understand that THEY sent the item late and that they made the mistake but are not taking accountability.

Sincerely,

Saniye
Business Response
Date: 10/05/2024
Hello,
Thanks for your reply. The system shows that you have requested a return on your side. Please use the attached return label to return the item. The first return will be free. For more return policy, please check this link **************************************************************
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

Customer Answer
Date: 11/13/2024

Complaint: 22243321

I am rejecting this response because:

SHEIN failed to deliver the item in a timely manner and STILL fails to accept responsibility and expects me to return the item and be charged for the return. Unbelievable.
you failed to deliver on time.
Sincerely,

*************************
Business Response
Date: 12/13/2024
Hello, thanks for your reply. You applied a free return and refund on Sept 12 by yourself in our system. You can use the return label we sent to return the item to get refund. Please check our return policy. The first return will be free. We will not charged you with return label fee. Hope you can understand. Have a nice day.

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SHEIN is NOT a BBB Accredited Business.