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Business Profile

Online Retailer

SHEIN

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 3,859 total complaints in the last 3 years.
  • 2,345 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/23/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Dear Customer Your request *************** has been updated. To add additional comments, reply to this email. 1 Reminder - please DO NOT send NEW emails to this mailbox. SHEIN 2024-04-22 23:32:07GMT-0700 Hi, Good Day from SHEIN US!Thank you very much for reaching out to us regarding this concern.I am deeply apologize for the problem that you are currently facing. We completely understand how upsetting it is to not receive your package. We are sincerely sorry that you have to encounter such an unpleasant experience due to delivery issue. According to the logistics information on the official website, it shows that your package has been successfully delivered on April 15, 2024. You can track your package here : Parcel number:C24041003970219 Estimated Time of Arrival:2024-04-17 ~ 2024-04-19 Parcel status:sign for logistics provider:FedEx Tracking number:273272947075 Shipped time:2024-04-11 00:26:17 Official Website Link:********************************************************************************************************** According to the internal investigation results, the logistics show that the package has been delivered successfully. Since the official website shows that your package has been successfully delivered, we cannot apply for a refund for you.This is such an unfortunate event for both of us as we truly wanted to assist you further, but our hands are tied with the investigation result. It is recommended that you contact the shipping company directly to verify the delivery information of the package again. I am sure that they will provide you with a better solutions. Once again, we're truly sorry for what you have to experience, the issue caused is not intentional and will benefit neither of us, as we are constantly working hard to provide the best services. We wish that this issue won't happen in the next purchase you made at SHEIN.Kind Regards,SHEIN **************************************************

    Business Response

    Date: 04/26/2024

    Dear customer, according to the logistics feedback, your order has been successfully delivered. Please double-check that your neighbor or family member has signed for it, or contact your local logistics provider for further instructions.

    Customer Answer

    Date: 04/26/2024

     
    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:04/23/2024

    Type:Product Issues
    Status:
    Answered
    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 never received my package. Reached out to merchant they agreed to a full refund then changed their mind

    Business Response

    Date: 04/26/2024

    Hello,

    Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. 

    We have submitted the internal investigation for your issue. Besides, the system shows that your orders are in complaint status. We also recommend that you contact pay-pal to follow up and resolve the complaints.

    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: 04/26/2024

     
    Complaint: 21612739

    I am rejecting this response because: I did not receive my package and you guys offered to give me a refund and decided to change your mind. I also stated that I did not sign for a package which I have told to you guys. Its your job to make sure customers receive their products. This is very upsetting that SHEIN is not doing anything to help this situation. I personally asked on the order to require my signature. I stay in an apartment complex which  is why I requested that. You still failed to do that. I will not stop until I receive my refund . $500 is a lot especially considering I didnt receive my products. 

    Sincerely,

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

    Business Response

    Date: 05/15/2024

    Hello,
    We are sorry for the inconvenience caused to you. After verification, the order you reported has exceeded the processing time limit and we are unable to assist in processing it. We recommend that you provide feedback as soon as possible if you encounter related problems in the future.

  • Initial Complaint

    Date:04/22/2024

    Type:Product Issues
    Status:
    Answered
    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 no customer service, no phone number and conveniently their online chat is always off. They dont respond to emails. They use a courier called SpeedX that is KNOWN to be a criminal outfit! I was home. Front door was open. Ive been trying to reach shein and SpeedX since this fake delivery attempt.

    Business Response

    Date: 04/26/2024

    Hello,
    Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.

    The system shows that the package was delivered  successfully.We have submitted the internal investigation for your issue.

    Meanwhile, considering that you are a high-reputation customer, we have given you priority to provide you with a 100% refund  which is $110.1 to your original payment account on 4-26. You will receive it within 1-2 working days. Please check it later.

    For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

    Thank you and have a nice day

  • Initial Complaint

    Date:04/22/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 GSUNKL03U00NG3E. I first asked for an exchange. After realizing I did not want the product (and before returning) I wrote to customer service Id like to return the item instead of exchange. I was told I could, I was provided a ********** returned the item. Today, 4/22/24, I received an exchange for the item, instead of a refund. I contacted customer service just to be told by ******** did not do what I said I did (asked for a return instead) and I had to show proof of the previous chat. Finally, *** realized I was correct & the company did not process my return & exchanged instead. I asked for any kind of compensation for the issue as I am having to spend my time contacting customer service, proving I am not lying about getting the return approved for a refund, then having to spend my money on ink, paper & packing to return something I never shouldve gotten in the first place just to be told were sorry after asking for some kind of credit or refund & being told no. It is frustrating that there is no kind of compensation for spending over an hour via chat for something that was not even my fault but the companies, asking multiple times for a supervisor & being ignored, wanting a refund ASAP as it takes weeks to refund, and having to spend my time and money to fix their problem and hopefully by returning the exchanged item will finally get my money back but Im not even sure or trust that would happen as the item is showing $0 to be refunded if I return the item. Id like compensation of $5 for my ******** being spent to return this item. Id also like a refund of $6.11 for this item ASAP as it is showing currently that if I return the item I shouldve never received, Id get no refund as it is deducting a return label fee even though I was told there would be no fee.

    Business Response

    Date: 05/01/2024

    Hello,
    Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. We would love to provide further insight regarding this issue.

    The system shows that we refunded 6.11USD to your original payment account on April 25 directly. Please check it. Besides, 50 points have also been returned to your SHEIN account as compensation. Thanks for your understanding and patience.

    For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

    Thank you and have a nice day

    Customer Answer

    Date: 05/02/2024

     
    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:04/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 April 19 I get an sms text that my order as been delivered but there's no sign of the package I report it to shein they said I should contact my bank and the shipping company because they r unable to place a refund r give me a reshipment I've reach out to speedx multiple times no response and no package

    Business Response

    Date: 04/26/2024

    Hello,
    Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.

    According to the internal investigation results, the package was delivered  successfully. In this case, we suggest you can contact the courier directly to verify the delivery information of the package again.

    If there are no results from the shipping company, you can directly contact the payment platform or your bank to charge back or make a complaint. Thanks for your understanding and patience.

    For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

    Thank you and have a nice day

    Customer Answer

    Date: 04/26/2024

     
    Complaint: 21609134

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:04/22/2024

    Type:Product Issues
    Status:
    Answered
    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 # GSUNLY21300M9LC for amount $205.49 placed on April 8, 2024. Placed an order for 17 items; chose to return 15 of those items. My estimated refund amount was $185.42. Monday April 15, 2024 - took my return parcel to ****. Tracking # **************************. Parcel shows as Delivered to Agent on April 17, 2024. On Thursday April 18, 2024 I was issued a refund for $13.86. This refund amount was for only ONE item. I have reached out to ***************************** request a "Return Receipt". I no longer have this ticket from the ***** unfortunately. I've been ordering from SHEIN for about 4 years ********** have never required a "Return Receipt" in order to issue a refund. They have not been helpful in resolving this matter. Also, there is no customer service Phone Number on their website (that I can find). They have obviously received my return, as they issued a refund for 1 of the 15 items that was in the package.... no one can provide me an answer as to WHERE the remainder of my refund is. By my calculations, they still owe me $171.56. This isn't a small amount!

    Business Response

    Date: 04/26/2024

    Hello, according to our inquiry, our colleague has refunded your remaining returned goods on April 23, the refund was returned to your bank account, it will be in 2-14 working days to the account, thank you for your patience!

  • Initial Complaint

    Date:04/21/2024

    Type:Delivery Issues
    Status:
    Answered
    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 they used some international delivery company called Speedex. They said I signed for my oder on 4/19/2024. The package was ***** why are they taking signature. I was at work and they keep accusing me of accepting the package. I never had anything stolen from my property and they're not showing me proof or photo. The delivery company is a fraud never answer their phone and tell people to text their problem. Shein refuses to open a ticket and is ignoring me. This company is owned by a Japanese man .

    Business Response

    Date: 04/24/2024

    Hello,
    Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced.

    The tracking number in your screenshotS was imcomplete. To avoid mistakes, do you refer to this package SPX6SD056710032386? Please confirm it. We will give you a solution. Thanks for your understanding and patience.

    For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

    Thank you and have a nice day

    Customer Answer

    Date: 04/25/2024

     
    Complaint: 21604961

    I am rejecting this response because:

    Sincerely,

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

    Customer Answer

    Date: 05/09/2024

    I have had my order refunded thank you for all of your help.

  • Initial Complaint

    Date:04/20/2024

    Type:Product Issues
    Status:
    Answered
    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.
    To whom it may concern,I am writing to express my extreme dissatisfaction with the recent handling of my order by one of your representatives. Without my consent or permission, my order was abruptly cancelled and refunded, which has caused significant distress and exacerbation of my existing mental health issues.This situation is beyond unacceptable, particularly considering I have a special event planned for this weekend. The sudden cancellation has left me in a dire predicament as I am unable to repurchase the items due to financial constraints. Moreover, even if I were to repurchase, the cost appears to have increased and would take even longer to arrive, compounding the already distressing circumstances.It is imperative that SHEIN takes immediate action to rectify this situation. I require either the reversal of the refund process or the issuance of a credit onto my account to alleviate the inconvenience and distress caused by this error.Furthermore, I wish to emphasize that I have placed multiple orders with SHEIN, and the affected order numbers are as follows:Order NO. GSUNLL44200NN85 Order NO. GSUNLL44200NN8X Order NO. GSUNLL44200NN8Y Order NO. GSUNLL44200NN86 I kindly request a prompt resolution to this matter and would like to file a formal complaint regarding the handling of my order.

    Business Response

    Date: 04/24/2024

    Hello,
    Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. We would love to provide further insight regarding this issue.

    The system shows that your orders trigger risk control, and we have sent emails for verification. However, we didn't receive the verification from you on time, then the orders were canceled. As the orders have been canceled, we can't reverse it. Hope you can understand. 

    For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

    Thank you and have a nice day

  • Initial Complaint

    Date:04/19/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Never received order nor refund after numerous attempts for inquiry. Made 4 separate orders and refunded 3 but this last

    Business Response

    Date: 04/24/2024

    Hello,
    Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. We would love to provide further insight regarding this issue.

    The system shows that this one USUNLC23M0000000049 contains three orders GSUNLC23M000MX0, GSUNLC23M000M6P and GSUNLC23M000M6E. The full refund 38.70USD, 361.05USD and 7.75USD was issued to your original payment account on April 4. Please check it. 

    For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

    Thank you and have a nice day

  • Initial Complaint

    Date:04/19/2024

    Type:Delivery Issues
    Status:
    Answered
    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 on order with this scammer of a company and I cant believe they even have the audacity to argue with me when they are clearly wrong. The delivery address is different than the address i provided for shipping on their website. Upon checking I see that the delivery is showing Elk River, I never put Elk River as my shipping address so clearly I never recieved my package. I immediately contacted their customer service team on their social media platform to report the issue, and they told me that because the package was marked as deliver they would not be able to give me a refund! who cares if it was delivered or not?!! it was delivered to the wrong address!! or maybe it was stolen i don't know!!! but because shein is a scammer they dont want to take responsibility for their nonsense mistake and rightfully give me a refund and i am beyond angry because I spent a lot of money for this order. I will also be reporting them to the *** and other government agencies too.

    Business Response

    Date: 04/24/2024

    Hello,

    Thank you for writing to SHEIN regarding the issue with your order. We sincerely apologize for the inconvenience that you have experienced. 

    We have submitted the internal investigation for your issue. Besides, the system shows that your orders are in complaint status. We also recommend that you contact pay-pal to follow up and resolve the complaints.

    For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. We'll offer a proper solution for you asap.

    Thank you and have a nice day

    Customer Answer

    Date: 04/26/2024

     
    Complaint: 21598354

    I am rejecting this response because, I have tried contacting customer service several times and they denied me a refund several times. Look at all these complains from everyone on the BBB this goes to show you that shein is a joke of a company who does not care about their customers at all. It takes you nothing to just refund me! You get millions of dollars everyday but I ask for a $121 refund and you are acting stingy??? You are seriously a clown at this point.

    Sincerely,

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

    Business Response

    Date: 05/13/2024

    Hello, 

    It has been verified that your order has been delivered correctly. If you think that the logistics provider delivered your parcel to the wrong address, we suggest you to check with the logistics provider first and show the relevant proof. If you verify with the logistics provider and confirm that there is a problem with the delivery of the package, please contact us again. 

    Thank you for your understanding and cooperation!

    Sincerely,

    SHEIN

    Customer Answer

    Date: 05/17/2024

     
    Complaint: 21598354

    I am rejecting this response because you're a liar I don't have time to go back and forth with you. I'm just going to file a dispute with my bank it's that simple. You guys don't even conduct will investigations ! You have the same copy and paste response so f*ck off!!!


SHEIN is NOT a BBB Accredited Business.

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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.

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