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:08/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON August 20, 2023, I placed an order online with SHEIN. I purchased a few items. Three of those items appears to be delivered on ***** 26. When I looked to check for the status of my order, in their records appears that the merchandised (three items) were "successfully delivered", when in fact I never received anything. I used my shipping address to receive the merchandise, the shipping address is my workplace at ************************************************************************. It is a business with a *** Store and a Medical Supplies store. I checked when was "delivered" and that day the store was closed. so, who they left the packages with, if according to them they were "successfully delivered". I paid for the merchandise, I have my payment confirmation and I didn't receive anything. I tried several times to get in touch with customer service but is a mission impossible, try to request refund online and tried to explain, no way of doing it. They have an automated "chat customer service" seems like a robotic thing, not a real person. I didn't get anywhere trying to enter a reason for my request. and there are no phone numbers to contact, not even an email. Very frustrating. I was robbed and taken advantage of. So, I lost my money and did not get anything delivered to me. This are the order number: GSUNRX62T000A6K, GSUNRX62T00NVGTtracking #: SPX0HU056701117967.

  Business Response

  Date: 11/26/2023

  Hi,
  
  We apologize for this inconvenience.
  
  If the shipping status shows that the package has been delivered but you have not received it, we strongly encourage you to check your mailbox or front of home and ask neighbors or the front desk of the building. 
  
  For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution. 
  
  You can also contact us in the SHEIN app by following these steps after logging in:
  1. Please click "me"
  2. Support
  3. Click customer service
  4. Select a subject
  If the problem remains unresolved, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap. 
  
  Yours sincerely,
  SHEIN

• Initial Complaint

  Date:08/28/2023

  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 placed an order at SHEIN website on 06/11/23 for the amount of ****** dollars and order was to arrive by 06/19/23. Order did not arrived so I contacted SHEIN customer services and requested a refund. The refund was issued on 06/24/23 to my PayPal account. However, the order arrived a few days later. I contacted SHEIN and told them the order was here so I would like to see the items. I was instructed to pay to SHEIN the amount of ****** through PayPal.me/sheinus on 07/02/23 which I did on 07/03/23. I also asked to get a return label as I was not keeping all the items. I was provided with a QR code by ***** from SHEIN customer website on 07/03/23 to return the items I was not keeping. I returned most of them on 07/17/23. I have proof of return postage, screenshots of transaction, and chats with shein. I have contacted SHEIN for my a refund for items returned on 07/17/23 and now SHEIN is arguing I was refunded already, but they keep referring to the refund of ****** back on 06/24/23. I keep clarifying I am talking about the return on 07/17/23, but I am not being listened to despite uploading all proof. Then, I am being asked for an order number, I told them both charges were for the same order but they do not listen. It is strange I was told to send the ****** through a website which I had never used in the past. I also asked to speak to someone else and I am ignored. It seems to me SHEIN wants to keep my money.

  Business Response

  Date: 11/26/2023

  Hello, sorry for any inconvenience.
  To protect your privacy, we suggest you contact our customer service through this link: **************************************************************. Please 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 and submit a ticket to get manual service. We'll offer a proper solution for you asap. Thank you and have a nice day!??

• Initial Complaint

  Date:08/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shein has refunded my order, that was partially paid with a gift card, and refused to provide this gift card access and this has been ongoing for well over 2 months now. My gift card of over 60 dollars has been unavailable to me due to Shein's negligence of providing appropriate refund and access to my gift card. I am writing to provide final demand to provide this gift card in an accessible manor before my local consumer protection agency is involved and Shein is involved with more legal processes. Shein needs to provide me with the correct refund that I am owed with the store credit or new gift card that is accessible. Shein can review contact on my account under ************************ and via many ******** messenger contact threads. Please provide a solution now before proceeding further with more significant means of mediation.

  Business Response

  Date: 11/26/2023

  Hello, sorry for any inconvenience.
  To protect your privacy, we suggest you contact our customer service through this link: **************************************************************. Please 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 and submit a ticket to get manual service. We'll offer a proper solution for you asap. Thank you and have a nice day!??

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20529514
  
  I am rejecting this response because: the customer service department is what continues to tell me incorrect information and release my sensitive data to other parties. The reason for the need to dispute this with a 3rd party is due to SHEINs inability to protect my information so a senior agent of SHEIN executive headquarters needs to provide SHEIN legal department information if there are no plans to settle this matter
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/30/2024

  Hello,

  Thanks for your feedback. We do apologize for all the inconvenience.

  To avoid mistakes, could you please tell us the order number and gift card you refer to? Please provide us more details about this issue. We will help to check and give you assistance. Thanks for your understanding and patience.

  Look forward to your reply.
  Have a nice day?

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 20529514
  
  I am rejecting this response because: GSUN7T41Q00MK9A is the order number and gift card number is 1115316806529800706
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/21/2024

  Hello.
  
  Thank you for your reply.
  We see that the gift card has a balance of 0 and has already been spent.
  Do you have any other questions that we can help you with?
  We look forward to your understanding and support!

  SHEIN

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 20529514
  
  I am rejecting this response because: The gift card has a balance of 0$ because you issued the gift card to the wrong individual and exposed my information to the wrong person. I am in the process of filing a small claim suit for this action and this should not have to continue to this point. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/14/2024

  Hello,
  thank you for your reply.
  After verification, we have refunded USD ***** to the gift card for this order GSUN7T41Q00MK9A.

  However, the balance of this gift card has been used on other orders.
  Could you please check if you have used the balance to place other orders?
  Thank you for your understanding.

  SHEIN

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 20529514
  
  I am rejecting this response because: this has been ongoing for almost a year and I have reiterated that you all sent this gift card to someone whose email is not associated with me and never has been. My data has been mishandled by SHEIN and this issue is going to be handled legally since you all cannot seem to get past the preliminary step of simply understanding the issue fully. Please provide SHEIN legal address 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 20529514
  
  I am rejecting this response because: this has been ongoing for almost a year and I have reiterated that you all sent this gift card to someone whose email is not associated with me and never has been. My data has been mishandled by SHEIN and this issue is going to be handled legally since you all cannot seem to get past the preliminary step of simply understanding the issue fully. Please provide SHEIN legal address 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/10/2024

  Hello,
  
  When we refund, we will return it to the original payment account. There is no refund of gift cards to others.
  
  If you have any questions, please show us the payment proof of the original gift card so that we can verify it.

  Thank you for your understanding and cooperation.

  Sincerely,

  SHEIN

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 20529514
  
  I am rejecting this response because: the proof of the original is unavailable as it was gifted to me by someone not living anymore and I made this clear to SHEIN numerous times and will be filing this in court for the same details. This issue has persisted over a year and SHEIN has failed to protect my personal data and I will be noting this to my attorney general also
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/26/2023

  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 placed two orders and had a death in my family I asked for leniency- I was granted refund (Ticket ID: ********** but they closed the case and did not provide returns instructions nor is it in my app as an approved return. They are ignoring me and now I am unable to click any support links the option says it is busy both US time and ********. I tried both time zones

  Business Response

  Date: 09/15/2023

  Hello, sorry for any inconvenience.
  To protect your privacy, we suggest you contact our customer service through this link: **************************************************************. Please 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 and submit a ticket to get manual service. We'll offer a proper solution for you asap. Thank you and have a nice day!??

• Initial Complaint

  Date:08/25/2023

  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 was charged $468.42 from SHEIN and I did not make any orders with them. I do not have an account, and I have reached out to them regarding a refund and I haven't heard from them. This is very distasteful as a company allowed unauthorized charges to my card with out offering or acknowledging a review so I may get a refund. I would like this company SHEIN to refund my money as this is unfair I am charged for unauthorized activity. Transaction number ***************** Invoice number CGN230801107828281346

  Business Response

  Date: 09/15/2023

  Hello, sorry for any inconvenience.
  To protect your privacy, we suggest you contact our customer service through this link: **************************************************************.
  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 and submit a ticket to get manual service. We'll offer a proper solution for you asap.
  Thank you and have a nice day!??

• Initial Complaint

  Date:08/25/2023

  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.

  Shein has been using a delivery service called Speed X and they are not delivering packages. They have had 441 complaints(which i uploaded) from trust pilot in the last three days. Speed ex has no email, no address and you can only reach them by text which they don't answer. Ive uploaded text trying to reach them. Shein did say they would resend my items but the same company is responsible for bring them to me. I don't know if Shein is in cahoots with this company but it needs to be investigated

  Business Response

  Date: 09/15/2023

  Hello, sorry for any inconvenience.
  To protect your privacy, we suggest you contact our customer service through this link: **************************************************************. Please 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 and submit a ticket to get manual service. We'll offer a proper solution for you asap. Thank you and have a nice day!??

• Initial Complaint

  Date:08/23/2023

  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.

  Never received package. Package was delivered nlby a unknown company and left in the ***** where any person can retrieve said package.

  Business Response

  Date: 11/26/2023

  Hello, sorry for any inconvenience.
  To protect your privacy, we suggest you contact our customer service through this link: **************************************************************. Please 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 and submit a ticket to get manual service. We'll offer a proper solution for you asap. Thank you and have a nice day!??

• Initial Complaint

  Date:08/22/2023

  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 submitted an order to Shein in the amount of $35.86 with free shipping on July 3rd, 2023. Order #xm19_7812. The tracking # was AG932329177CN. When tracking had been stalled for more than 21 days I contacted the company and on Aug 5th they responded saying it was delivered on Aug 2nd. I checked tracking again and it stated delivered. I checked with local **** and they said they had not received nor delivered my package. I again contacted Shein and on Aug 6th they offered to replace the shipment (if I paid $15 shipping), but the items were out of stock for 25 days. I asked for a refund and was told they would refund all but $15 for shipping. I informed them that shipping was free on the order and the merchandise total was $35.86. They reiterated that they would deduct $15 for shipping and I refused stating that they owed me $35.86. On Aug 11th they offered to knock $3 off the shipping and only charge me $12. I again refused to pay shipping on something I never received and that was offered with FREE shipping. Now every time I contact them, they respond in Chinese so I cannot understand them. I have emailed and asked them to respond in English but no such luck. At this point, I dont know what else to do.

  Business Response

  Date: 11/28/2023

  Hello, sorry for any inconvenience. 
  To protect your privacy, we suggest you contact our customer service through this link: ********************************************************************; Please 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 and submit a ticket to get manual service. We'll offer a proper solution for you asap. Thank you and have a nice day!

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20508139
  
  I am rejecting this response because:

  every time I email Shein, I get a response written in Chinese (which I do not understand).  I would be satisfied if the company would give me a $35 credit for the items that I ordered and never received. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/30/2024

  Hello,

  Thanks for your feedback. We do apologize for all the inconvenience.

  We can't find this order in our system. In this case, could you please send us the screenshot of this purchase? Please also send us the link of website where you made this purchase from. We will help to check and give you assistance. Thanks for your understanding and patience.

  Look forward to your reply.
  Have a nice day?

• Initial Complaint

  Date:08/22/2023

  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 a duvet cover set worth $50.99 from SHEIN and their app shows delivered on 08/07/23 but I did not receive the item. I have checked my mailbox. confirmed my address and asked around to neighbors but no package was found. The picture of delivery is unclear and it doesn't show my door. I reached out to SHEIN customer service and they claimed that they cannot give me a refund as their app shows item delivered. I have told them several times that I do not have the item and then they referred me to complain to PAYPAL and then after I filed the complaint with PAYPAL, SHEIN sends me a message that they used 2 shipping companies and that now I have to do the legwork to contact those 2 shipping companies to file a lost package case. When I contacted ***** they said SHEIN needs to file the lost package case so that ***** can give me the refund for a lost package. And when I took this information back to SHEIN they are not responding to me. Its very frustrating to have to go through all these hoops just for SHEIN mistake and they cant be helpful with their loyal customers. It is SHEIN responsibility that they arrange shipment of the product safely and securely to customers and here they wont even acknowledge the inconvenience they caused and wont even give my money back.

  Business Response

  Date: 11/28/2023

  Hello, sorry for any inconvenience. 
  To protect your privacy, we suggest you contact our customer service through this link: ********************************************************************; Please 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 and submit a ticket to get manual service. We'll offer a proper solution for you asap. Thank you and have a nice day!

• Initial Complaint

  Date:08/21/2023

  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 placed an order on June 21st.Two of the items did not fit, so I returned and requested a refund back to my card. Refund order GSUN7938T00M244.With pictures attached, they have verified they have received my items back. They keep telling me my card was credited back, and my bank didn't accept and to contact them. Which I have, and they have no record.I then asked since they have my merchandise and my money I would just like a store credit of $35.84.And they are refusing.