Online Retailer
SHEINThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 3,848 total complaints in the last 3 years.
- 2,344 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/01/2024
Type:Delivery IssuesStatus: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 an online order from Shein. I received one package of two on 9/18/24. In this first package it was the items I ordered. The second package arrived 9/20/24 with someone else's items. I paid $100 for the items purchased and have tried to contact the company via email, fb messenger, text to only received auto generated response. I just want the items I ordered and paid for delivered. Below is the order into I would love a response from a human and my items or a refund of the items I did not receive. Thank you so much for you help **** ****** Order # GSUNDQ49F000KL1 Tracking # D10015569509595Business Response
Date: 10/08/2024
Hello, please provide complete and clear pictures of the wrongly shipped product and the outer package label (note: blurred/incomplete label pictures may make the work order unverifiable) so that we can investigate and verify .Initial Complaint
Date:10/01/2024
Type:Service or Repair IssuesStatus: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 mailed my package out using DHL. *** stated that theyvlost my package. It was never delivered. They gave me a Ticket number to give to shein in order to proceed with a refund or a new package. They are refusing to contact *** to get my refund. Tracking number DHL ********** Ticket number for reimbursement *********. I would like my money back or my package resent out. *** is accepting responsibility for the lost package, but their hands are tied bc Shein has to contact them for the ********** is mailing me out proof of loss and the information that is needed for me to show Shein to get my refund. I don't think it will help bc they won't do anything. This is my moms email. She is helping me with this issue.Business Response
Date: 10/08/2024
Hello
In this case, we recommend that you contact the logistics provider to provide proof of lost item so that we can check it,Look forwrd to your feedback!Initial Complaint
Date:10/01/2024
Type:Service or Repair IssuesStatus: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 with Shein and was missing items ftom the order. I've reached put to them several times to try and get them to replace the missing items but the refuse and told me to reach out to the company that delivered the items. The box was completely sealed and no way they could've stolen any of the missing items. I just wanted replacement of the five missing items. I'm not asking to be refunded. I've attach pictures and order number of all the items that were missing. I spend close to 500 a month and have never complained of missing items. This is the first time it's happened in over 4 years.Business Response
Date: 10/09/2024
Hello,
Thank you for your message.
We are very sorry. According to the verification results, there is no missing item in your package when it was shipped out.We recommend that you check the package again.
Thank you for your understanding.
SHEINCustomer Answer
Date: 10/09/2024
Complaint: 22367123
I am rejecting this response because: 5 items were in fact missing from my order. It's been two weeks and I have reached out to shein immediately after opening my package and made them aware of these items not being included in my shipment. I either want a replacement or a refund
Sincerely,
****** ******Business Response
Date: 11/01/2024
Hello,
We have already asked colleagues from the relevant departments to verify the situation you reported.
The investigation shows that no items were missing from your package when it was shipped out of the warehouse.
Thank you for your understanding.
SHEINCustomer Answer
Date: 11/22/2024
Complaint: 22367123
I am rejecting this response because: I am missing items. I would never go this far if I wasn't. I just want the items I didn't receive. I'm not asking for a refund just want what I paid for. Please just do the right thing here. Produce video proof my items shipped.
Sincerely,
****** ******Business Response
Date: 12/31/2024
Hello,
Thanks for your reply.
We have verified that your package is not missing any items when it is shipped.
In this case, we recommend that you check your package carefully. If you have any other questions about your order, you can contact SHEIN customer service. Thank you for your understanding.
SHEINInitial Complaint
Date:10/01/2024
Type:Product IssuesStatus: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.
How old is the package and I tried to update the address however it would not let me update the address. It also would not let me update the email. The package was initially ended up being delivered to the incorrect address at this time. I have asked them several times for my money back and they have refused to get it back so I am reporting this as fraud I havespoken with several representatives and its like they are refusing to give me my money back for a package that was delivered to the wrong address to refund my money GSUND7282003DNEBusiness Response
Date: 10/09/2024
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 door video, etc.) Thank you for your understanding~Initial Complaint
Date:10/01/2024
Type:Product IssuesStatus: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.
Items were mailed but they were damaged beyond repair. The sizes were wrong and even though it is not fault I would like my money refunded. Shein is not a reliable company and do not stand by their statements. They are a fraud and send out items and then you cannot reach anyone to talk to or mail pkg back.Business Response
Date: 10/08/2024
Hello
May i know the order number and sku of damaged items?
Please show us photos of damaged items so that we can check this issue,Look forward to your kind reply!Initial Complaint
Date:10/01/2024
Type:Service or Repair IssuesStatus: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 when i received my order to let them know there was 3 items missing from what i ordered they responded by saying all items are there and closed the case, i reached out again and told them i neber got what i paid for and told me to contact the delivery company and they told me to reach out to shein they are giving me the run around and i never got the items i orderedBusiness Response
Date: 10/09/2024
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.Customer Answer
Date: 10/09/2024
My order number is GSHNVD6330019VJBusiness Response
Date: 11/01/2024
Hello,
We have already asked colleagues from relevant departments to verify the situation you reported.
After verification, your package has not been 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.
SHEINInitial Complaint
Date:10/01/2024
Type:Service or Repair IssuesStatus: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.
****** received package and theyre refusing to provide refundBusiness Response
Date: 10/09/2024
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 door video, etc.) Thank you for your understanding~Initial Complaint
Date:10/01/2024
Type:Delivery IssuesStatus: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 business is partnering with a logistic company that marks the packages as deliver but not delivering them, I have provided proof to shein from their logistics company saying that my package was mishandled, but no one is refunding me for the item I paid for and never received, I have been going back and forth for a month trying to get a refund, I believe they are running scams with each other and my product wasnt never mailed to me.Business Response
Date: 10/09/2024
Hello, we are sorry for the inconvenience.
We have reported your situation to the relevant department.We will contact you as soon as we have a reply.
Please be patient, thank you!
Thank you for your understanding and cooperation.Initial Complaint
Date:09/30/2024
Type:Delivery IssuesStatus: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 with Shein, the address on the package was correct but it was delivered to someone else. I've tried since 9/21/24 to resolve the issue. Speedx states I need to contact Shein but it's impossible. Please assist me. All I want is my merchandiseBusiness Response
Date: 10/09/2024
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:09/30/2024
Type:Sales and Advertising IssuesStatus: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 made a purchase on SHEIN on May 6 2024, I returned multiple items and mailed the return on 8/21/2024 there was a delay with the post office for some time Im not sure exactly what happened but it didnt get delivered to SHEIN until September, I reached out to SHEIN customer service chat for my refund and they stated its past the time frame to get my monies returned. They accepted and currently have all the items returned in their possession and my monies I had paid for the items. I had also asked if they cant issue my refund due to it being past the time frame if they could return the items I paid for back to me, that have refused to do so.Business Response
Date: 10/09/2024
Hello,
We have successfully submitted a refund application for you. The refund time is 2-5 working days.
If you have any questions, please contact us.
Thank you for shopping at SHEIN!Customer Answer
Date: 10/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******
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