Complaints

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:10/04/2024

  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 placed an online order on 08/27/24 with the following joint shipment order numbers:GSUNVK0720032YY GSUNVK0720032YX GSUNVK0720032YW GSUNVK0720032YU GSUNVK0720032YT GSUNVK0720032YS GSUNVK0720032YR GSUNVK0720032YQ GSUNVK0720032YN GSUNVK0720032YM GSUNVK0720032YC GSUNVK0720032YB GSUNVK0720032YA GSUNVK0720032Y9 GSUNVK0720032Y8 GSUNVK0720032Y7 GSUNVK0720032Y6 GSUNVK0720032Y5 GSUNVK0720032Y4 GSUNVK0720032Y3 GSUNVK0720032Y2 GSUNVK0720032Y1 GSUNVK0720032Y0 GSUNVK0720032XV GSUNVK0720032XP GSUNVK0720032XL GSUNVK0720032XK GSUNVK0720032XJ GSUNVK0720032XH GSUNVK0720032XG GSUNVK0720032XF GSUNVK0720032XE GSUNVK0720032XD GSUNVK0720032XB GSUNVK0720032XA GSUNVK0720032X9 GSUNVK0720032XH The order came to a total of $205.05 and shows it was delivered on Sunday, 09/01/24. I have contacted SHEIN many times to inform them that I have not received the order. They redirected me to the shipping company to escalate the problem, however, the phone number for the shipping company is inoperable and I am unable to reach anyone. I have asked for my issue to be escalated for possible replacement or refund. The only resolution offered by SHEIN is to contact the shipping company - which again, I cannot reach. SHEIN does not offer a customer service telephone number to speak to someone about the issue and I cannot reach a feasible solution to this problem. I tried accessing previous service records from my initial contact to SHEIN, but they are no longer visible on my profile.

  Business Response

  Date: 10/08/2024

  Hello,
  We are very sorry for the inconvenience.
  If you have not received this package, we recommend that you contact the logistics provider to request a lost package certificate and provide it to us.
  Thank you for your understanding.
  ********************************
  *************

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22380310
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 10/27/2024

  As explained to SHEIN in previous correspondence, although the package shows that it was delivered, I did NOT receive it. I tried many times to contact the shipping company, but every attempt was unsuccessful. I have requested for SHEIN to replace the order or provide a refund since I didnt receive it. It is unfair for SHEIN to simply dismiss me as a customer when I did not receive the products I purchased. Again, I would like the order replaced or refunded. 

  Business Response

  Date: 11/04/2024

  Hello,
  We are sorry, we are able to help you further only if you provide the official lost package certificate from the logistics provider.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22380310
  
  I am rejecting this response because:

  I have tried several times to contact the shipping company regarding the missing package since SHEIN would not assist me  I dont think its fair to require me to continue to attempt to contact them when all of my efforts have been unsuccessful.

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/25/2024

  Hello,
  If you think you have not received the package, please contact the logistics provider. The logistics provider needs to admit that they delivered to the wrong address. You need to ask the logistics provider to provide proof documents. The documents must have the logistics provider's logo and the corresponding time node, as well as the claim number!

• Initial Complaint

  Date:10/04/2024

  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.

  On July 24th, I made an $87.34 purchase from SHEIN. On August 5th, I initiated a return of 6 items totaling $58.18 and received a return label via email from SHEIN to process my return. On August 15th, I sent my US flat rate box fixed with the provided label back to SHEIN via regular postal worker outgoing mail at my place of residence, as I have done for my previous three returns. On August 16th, I received an email from SHEIN stating the previous return label would be no good soon and a new label would be provided to me with note to disregard if Id already sent my package, which I had the day prior. On September 18th, one month later, I reached out to SHEIN using their customer service portal within their app. Using live chat, I let customer service know that it had been over a month since sending my returns and that I wanted to check the status of my refund. No status or resolution was provided to me. On September 27th, I initiated a service record with SHEIN after using **** tracking service and seeing that my package still remains waiting for their pick up since 9/6. I keep getting told that I have the wrong tracking number and that without a shipping company receipt, theres nothing they can do. Despite numerous efforts to try to explain to them that I used the initial label provided to me, rather then the newly generated one after my package was shipped that theyre going of, as well as the fact that **** doesnt provide a receipt using regular postal worker outgoing mailbox, they continue to refuse to help me. I gave the **** tracking number. I also explained that nowhere in their return policy does it state that I am required to obtain a return receipt and that retention of my return email is stated as sufficient in their policy. They do not wish to honor any proof Ive provided and continue to insist on a return receipt. After one week of going back and forth with customer service, today they closed the incident without resolution.

  Business Response

  Date: 10/08/2024

  Hello, we have refunded the goods you returned. The refund has been returned to your bank account and will arrive in 2-7 working days. Thank you for your patience!

  Customer Answer

  Date: 10/08/2024

   
  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,
  
  ****** *********

• Initial Complaint

  Date:10/04/2024

  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.

  My order #USUNVU18U000000049X, was placed on August 9th, 2024, and marked as "delivered" by *** on August 19th, 2024. Upon realizing the package was never actually delivered to me, I promptly opened a claim with both *** and Klarna on August 23rd, 2024. Additionally, I provided video evidence confirming that no package was delivered to my address.After a thorough investigation, *** deemed the package as lost on September 6th, 2024, under Activity Number *********. Furthermore, it was determined that the DHL driver mistakenly delivered the package to someone named *. ******** instead of my address. I have attached the official email from *** confirming the loss of my package and the incorrect delivery to "*. ********" as further evidence of this matter.Despite providing all this documentation, including **** official findings and email confirmation, Shein has refused to issue the refund, citing unspecified "limitations." Specifically, Shein has stated that the package was delivered according to the tracking number. However, this is incorrect as the delivery was made to "*. ********," and Shein is relying solely on the tracking number without verifying the actual recipient. Due to ***'s system limitations, the delivery status cannot be changed to reflect the actual loss and misdelivery. I have attached *** email admitting they lost my package. I have also escalated this matter with my payment provider, ******. However, Klarna has received a response from Shein stating that the package was delivered, which is factually incorrect because the package was delivered to someone else, not me. Klarna cannot assist me further because Shein refuses to acknowledge that the package was lost and misdelivered. Therefore, I am now formally demanding a refund of $707.61.

  Business Response

  Date: 10/08/2024

  Hello, if you think that the door shown in the signature picture is not your home door, please contact the logistics provider. The logistics provider needs to admit that they delivered to the wrong address, and you need to ask the logistics provider to provide proof documents. The documents must contain the logistics providers logo and the corresponding time node, as well as the claim number!

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22379910
  
  I am rejecting this response because:
  
  1. The Claim# is the same thing as the Activity# which is 826300082.

  2. The email from *** representative is stating per our delivery station, the driver did not go to the correct address thus admitting that it was not delivered to the right address

  3. As of 10/23/2024, I am awaiting *** to resend the email with their logo and to include the activity# in a new attachment. That is pending however, the email directly from DHL email *************************** and the customer representative DHL signature information is still sufficient enough to prove my claim.

   

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/27/2024

  Hello, we have fed back the proof you provided to the logistics department for verification. Once the verification is completed, we will refund your order.

  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:10/04/2024

  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 received my order with a missing item. I contacted the company right away to let them know about the missing item. I asked them to send the item or issue refund. The company refused to send the missing item or issue a refund. No matter how many time I told the representative that the item was not in the package, they kept replying with the same response telling me to look in that package again or contact the shipping company. I spent over $600, placing 3 order within a week and they refuse to send/refund the missing item for $16.29. After speaking to others they have the same experience with the company. Its seems SHEIN takes consumers funds and dont send out items. It might seem like a small a month to one person, but if theyre doing it 1000s of other customers thats a lot of money for a company to steal and get away with. You cant call and speak to a representative, responses seem completely automated. I will never shop with them again. Horrible experience.

  Business Response

  Date: 10/08/2024

  After verification, no items were missing from your package. We recommend that you check your package again. If you have any other questions about your order, please feel free to contact us.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22378952
  
  I am rejecting this response because: I did not receive the item. As soon as I received the delivery I reached out about the missing item. You guys are truly stealing funds from customers. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/29/2024

  Hello, could you please provide a clearer and more complete package image for us to verify further? Also, was the package intact when you received it? Looking forward to your reply!

• Initial Complaint

  Date:10/04/2024

  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're scammers plain and simple. They bait you with these games that are extremely hard to win, you refer many people to win, and if you do somehow win they suspend your account so you can't use the credits you earned. They're doing it to me and all my friends, don't be surprised when your reviews tank after all our friends and families hear about it.

  Business Response

  Date: 10/08/2024

  Hello, welcome to SHEIN customer service.

   We are very sorry to cause you trouble.

  Usually, the game cannot continue for the following reasons:

  There is abnormal behavior that is blocked by the system to protect your privacy and order security;
  The game has ended/has been offline;

  
  You can try to wait for the next game opportunity or try other games. If you still cannot play the game after trying, please provide a screenshot of the game that cannot be played. Once we receive your reply, we will immediately help you check the reason.
  
  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:10/03/2024

  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 had the worst shopping and customer service experience with the company. I contacted SHEIN because I was missing items from my order and they keep telling me to wait and there were emails back and forth for a few weeks to finally received an email basically telling me that everything was sent and the system verified that there was no missing delivery of my package when it leaves the warehouse, so they cant continue to assist me with my problem. What kind of customer service is that? My Tracking # was ************ And I only received 1 out off 7 items ordered. Received Order # GSUND039F00Q9XF Missing Orders # GSUND039F00Q9XB GSUND039F00Q9XK GSUND039F00Q9X9 GSUND039F00Q9XA GSUND039F00Q9XS GSUND039F00Q9XR I wish they can either send my missing items or refund my money back. So I can reorder my items.

  Business Response

  Date: 10/08/2024

  After verification, no items were missing from your package. We recommend that you check your package again.

  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: 10/09/2024

   
  Complaint: 22378159
  
  I am rejecting this response because: They keep on telling me the same thing that they send my items so what they are basically saying is that I'm lying when I did not receive my whole package.
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/30/2024

  Hello,
  We are very sorry for this inconvenience!
  After verification, there is no missing item in your package.
  If you did not receive, can you provide us with relevant proof?

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22378159
  
  I am rejecting this response because: They are asking for proof that I did not receive my package how do you want me to prove that? that's even funny. I'm not even asking for A refund I just want them to send all the items I paid for, But I think at this point it is useless to keep fighting with this people they have the worst customer service. 

  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 12/31/2024

  Hello, thank you for your reply. In order to better solve your problem, please provide a complete and clear picture of the package label (Note: Failure to provide or providing a blurred/incomplete picture of the package 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.

• Initial Complaint

  Date:10/03/2024

  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've been playing SHEIN's games for years. I've won a few times, but lose more often then not. When you win, you gain credit to use on their website. I recently checked out an order for $220+ and used half credit and paid half myself. SHEIN didn't like that I had won money from them and was using my credit to checkout, so they cancelled my order and won't ship me the items I used my credit on. After that order, I placed another order just paying for all items and they have no problem shipping me those items. This website is scamming people by offering them games to play to win credit to use on their website and then not letting them use it. I worked SO HARD for 24 hours getting everybody I know to join my game so I could win. I hounded my friends and family to play my SHEIN game, and they did, and I won. They are doing this to SO MANY customers, where they're not letting them checkout any orders that use this game credit, because they don't like the fact that people are actually winning these near impossible games. I feel like this type of scam is illegal. I want them to ship me ALL my items. I don't want any money, I just want them to ship me the items I ordered and let me use the rest of the credit that I rightfully won, fair and square. This company is becoming such a scam full of crooks. They need to ship me my order and stop harassing my account by blocking me for no reason. I shop on my phone and while I'm at work and I play their stupid games to try and win some credit to buy items. Sometimes I win, 99% of the time, I don't. They can't do this to their customers who work so hard, it's wrong, morally & legally.

  Business Response

  Date: 10/09/2024

  Dear customer,
  In order to protect your account security and ensure the compliance of transactions, our system will detect abnormal behavior and take corresponding measures.
  Currently, the order USUNDG39F000000**TU has been partially refunded.
  Thank you for your understanding and support. We are committed to ensuring your account security and smooth transactions.

  Once again, we apologize for the inconvenience caused to you. 
  Wish you all the best!
  SHEIN

• Initial Complaint

  Date:10/03/2024

  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 purchased these pants an I do not want them I want my money refunded. I tried contacting Shein a they ask me to pay to speak to their customer service person an denied me access to their customer service phone number. Refund immediately.

  Business Response

  Date: 10/08/2024

  Hello, you can return the goods you don't like by yourself. After receiving your returned goods, we will refund you.

  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: 10/11/2024

   
  Complaint: 22374500
  
  I am rejecting this response because:
  
  Shines customer service is a scam charging money to speak to customer service.  Please provide me with a direct number I can use to contact customer service to complete my return.  Or an email address.  Your links are not servicing me At ALL.  So if you send me back another link it will be of NO USE to me unless this is your plan.   I need to return items purchased with money, no games. Please respond the same.  My phone number is **************** email is ************************************    
  

  
  

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/20/2024

  Hello,

  Thanks for your reply. In this case, please tell us the order number and product SKU of items for return. We will help to check and give you assistance.

  You can also apply for a return on your side. Please check the return procedures via the below link.

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

  Besides, for further assistance, you may contact **************** by ********************** app.
  Click "me"-->support-->customer service-->type your question directly in the message box to get an answer or solution. If the answers don't match, please go ahead and describe the issue in detail.
  We'll be glad to help you further.
  

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair 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.

  My items were misdelivered by a sketchy delivery service that I almost refused to click the delivery notification because I thought it was spam. They are called SPEEDX apparently and they delivered my package to the lockers by the mailboxes but they do not have access to those mailboxes unless they are ***** So they had to have left it in an unlocked locker and Im not sure what happened to it after that. I needed those items in a timely matter, which is why I ordered it when I did, and SHEIN doesnt want to help. Instead they are giving me the run around and calling it an investigation when they should be investigating their own internal affairs and compensate me for my items that I still have no received. At this point I just want my refund and to no longer do business with this sketchy company.

  Business Response

  Date: 10/09/2024

  Hello,
  Thanks for your message.
  We are sorry that you did not receive the package.
  Our colleagues have refunded the money to your payment account.
  You will receive the refund within 7-10 working days.
  Thanks for your patience and understanding.
  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,
  
  ******* *****

• Initial Complaint

  Date:10/03/2024

  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.

  SHEIN has frozen my account because of irregular activity. Ive been a long-time SHEIN customer and have never done anything other than order and return if the sizing is off. Since they are refusing to unfreeze my account, I want my wallet credit of $50.42 to be refunded to the original form of payment so that I can close my account.

  Business Response

  Date: 10/09/2024

  Dear Customer,
  Thank you for your message.
  We have submitted a request to transfer the money in the wallet to the original payment account.

  Could you please wait patiently for a while?
  Thank you for your patience and understanding.

  SHEIN

  Customer Answer

  Date: 10/10/2024

   
  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,
  
  **** ******