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: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.

• 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.

  My package containing clothing from Shein was not received. Despite confirmation that it was not delivered, the Merchant has refused to issue a refund. Its been almost 2 Weeks. Still nothing.

  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: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.

  My last Shein order was on August 21st 2024. Please keep in mind I did not order or buy anything from anywhere during this time. I literally spent all of the money I had left on my Shein order. My order total was $101.47 plus .95 cents **** withdraw fee. On August 24th 2024, my Shein ordered shipped. On the same day, there were 2 charges on my **** debit card for Whitepages.com and 1 charge for ************** Today after depositing $460 on my debit card, not only was there 1 charge for ************** but at 5:04pm I received a text message stating $421 was transferred from my card to ANOTHER **** card ending in 4176. all of the money I deposited on my card was transferred to another **** card. When I called **** to report this, they first claimed it was authorized by me, which means that whoever did it had personal information about me to make it look like I allowed that to happen. These charges have also been reported to the *** and the **** Even though my card has been frozen, I have already removed my card information from my Shein account. Considering ********************** has had a data breach before where hackers were able to access customers personal information, they need to do better when it comes to their security or they will be involved in more lawsuits.

  Business Response

  Date: 09/10/2024

  Hi, 
  SHEIN attaches great importance to customer information security.
  Would like to give some clarifications on your concerns.******* attacked us several years ago but we quickly fixed the problem. Since then we've added many advanced security measures to protect your password and personal info, so shopping on SHEIN is 100% guaranteed secure. We also want to remind everyone to update their passwords often and don't use the same password for different accounts. 
  Moreover, we are following the general international or regional data protection laws. SHEIN will not leak/use customer data for for-profit purposes.

  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:09/04/2024

  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.

  Back on July `17th I had ordered apparel from a company which lead me to believe they were Shein. Come to find out they were not and they were erroneously using the Shein logo. I found them on ******** it had the Shein Logo on their website, I ordered $46.36 worth of items intended for a trip I was making in August. They sent me confirmation of my order and the payment cleared my bank account on July 18th. They claimed it had been shipped on July 19th through "their shipping company". My daughter watched to see its progress for me as I am not technologically inclined. Never once did the shipping site say it was turned over to any shipping company here in the ************* once it cleared customs. I never received my merchandise. I then sent an email requesting a full refund, they never responded. My daughter then sent an email on my behalf advising I wanted a full refund and also advising that we would be reporting to the *** and the BBB and they finally responded, they offered a piddly 60% refund siting they suffered a loss which I DO NOT feel should be my fault. I want a 100% refund and nothing less.

  Business Response

  Date: 09/24/2024

  Hello,
  I apologize for this situation,Unfortunately, you have found a fake website representing SHEIN.
  If you have made a payment, we suggest that you report the fraudulent activity directly to your card bank and ask them to help you initiate a chargeback as soon as possible. This is the fastest and safest way to get your money back.
  In order to eliminate your concerns and reduce the potential risks of purchases from other SHEINers. We need to verify some information:
  1. website link 2. Other information to help us resolve your concerns
  At the same time, to ensure your shopping experience and information security, please go to the official website of SHEIN to purchase.
  **************************************
  Thank you for your understanding.

• Initial Complaint

  Date:09/04/2024

  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.

  ORDER PLACED SHIPPED SEPARATED DID NOT RECIEVE KIMONO TOP WITH SHORT SET ONLY SHORTS. TRIED TO CONTACT SHEIN UNABLE TO CONTACT. TRACKING #1Z46Y7E4YW82993193 SKU #SZ2311033323311361 FOR 7.03 PLUS 2.11 SHIPPING CHARGE

  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.
  
  Please provide a complete and clear picture of the outer package bill ****** Failing to provide or providing blurry/incomplete picture of the bill may cause the work order cannot be verified) so that we can feedback it to the relevant department for investigation and verification.
  
  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: 22238934
  
  I am rejecting this response because: i WANT THE BUSINESS TO SEND KIMONO OR REFUND MONIES SENT VIA  PAYPAL.  THIS IS ANOTHER WAY FOR SHEIN TO AVOID DOING WHAT IS RIGHT THEY SHOULD HAVE A  PHONE NUMBER TO CALL FOR THESE REASONS
  
  Sincerely, 
  
  ***** *****

  Business Response

  Date: 09/29/2024

  Hello
  Could you show us clear photos of package label and item you received so that we can check it?We are afraid that we are unable to take a further step without these information.Look forward to your kind reply!

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 22238934
  
  I am rejecting this response because: I donot have packaging  I will asuume loss that they will not send kimono top .  i will no longer shop Shien.  thanks for your assistance.  
  
  Sincerely,
  
  ***** *****