We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

SHEIN

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 3,912 total complaints in the last 3 years.
  • 2,384 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/14/2023

    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.
    I had placed an order with SHEIN, on 6/4/2023. It was for 3 clothing sets, in the amount of $37.15. According to the app, it was scheduled for delivery on 6/12/2023. Speed X was the carrier, responsible for this delivery. I was home waiting to receive the package from them and they were a no show. I checked the app for the status of delivery and it was marked as delivered. Ive contacted SHEINs customer support via their app. It took them over 24 hours to respond. First message *** received had stated, not to worry and they will investigate what happened. Then I get a message, the following day, stating that SHEIN will not be issuing a refund because their site shows the package was delivered. *** told them again, *** never received it. Ive contacted Speed X and all I get is automated message, saying that I will get a text back. Ive been calling for hours and thats all I get. I even contacted AfterPay, since I used them to pay for my order. They said theyre not liable for lost or stolen packages. This is absurb and Ive been robbed of my money, for things I never received!

    Business Response

    Date: 11/25/2023


    Hi! Hope you have a nice shopping experience here.
    For any issues, you may contact Customer Service 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.

    Customer Answer

    Date: 11/25/2023

     
    Complaint: 20185702

    I am rejecting this response because:

    I had never received my order. Ive made numerous complaints with SHEIN and theyve refused to refund my order and didnt even consider to ask, if I wanted a re-shipment of the order. Ive only been told that according to their system, the order was delivered. You can see from their response, it appears automated. The delivery carrier who was responsible for delivery, didnt deliver my order. *** contacted them also and no response. I had also filed a dispute with my bank, in regards to this matter. I stopped making purchases with SHEIN because money was stolen from me, for items I never received. 


    Sincerely,

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

    Business Response

    Date: 05/31/2024

    Hello,
    Thanks for your reply. 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: **************************************************************************************************************************************************************************************'ll offer a proper solution for you asap.

    Thank you and have a nice day

    Customer Answer

    Date: 05/31/2024

     
    Complaint: 20185702

    I am rejecting this response because:

    I had never received my order. Ive provided documentation in my complaint stating so. There was no contact information of who the delivery carrier was responsible for delivery of my order. AfterPay isnt responsible for lost or stolen packages. I even contacted my bank to file a complaint. I was never issued a refund.


    Sincerely,

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

    Business Response

    Date: 06/09/2024

    Hello,
    Thanks for your reply. 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 for more details via 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

  • Initial Complaint

    Date:06/13/2023

    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.
    I made an online purchase on 02-12-2023 containing 5 items totaling $61.31. I was to receive my package approximately 02-23-2023. The package and been sitting in the same place since 02-23-2023. I tried to reach out to customer service several times which is a bot so very generic questions nothing that could help me. I reached out to the shipping company they said they could not help either that I need to reach out to the seller. Well today I finally went to their ******** page and sent a message just hoping to get someone. I was then told it was over 90 days there was nothing they could do. Couldnt refund the money, couldnt check on the status nothing. Basically I am just left here $60 short and no answer. I dont even care about the money but I have been trying to reach a live person for months and nothing and then its my fault I didnt reach out sooner when Ive been trying.

    Business Response

    Date: 11/30/2023


    Hi! Hope you have a nice shopping experience here.
    For any issues, you may contact Customer Service 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.

    Customer Answer

    Date: 11/30/2023

     
    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:06/13/2023

    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.
    Returned items from 3 different orders to the return address they provided.Mailed all items in one box. Sent ***** out of my pocket and uploaded return info to their site. Contacted Shein via ******** messenger. They admitted they provided wrong return address and stated they would offer refund due to their error. I agreed, then they stopped responding. Created case and they keep saying it was not returned to their warehouse. I sent screenshots of messages they gave incorrect info and they keep giving me the runaround. I have attached where they agreed to refund me. I will also provide tracking from ***** so you can see it was sent to the address they gave to me. ***** 772064293675.Order numbers are the following Order NO. GSUNXR260001T85, Order NO. GSUNXQ26W0015HD, Order NO. GSUNXX26U000MTX. A total of 7 items for the amount of ****** not including tax.

    Business Response

    Date: 11/30/2023


    Hi! Hope you have a nice shopping experience here.
    For any issues, you may contact Customer Service 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:06/12/2023

    Type:Customer Service 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.
    Missing items in order/Discrimination and Terrible customer service I reached out to the company about a purchase that I made which I received with various missing items. They requested a picture of the label which I did provide along with picture of broken box. I have been back in forth with emails from this company. They insinuated that I was a fraud and would inactivate a membership that is not even existent. I do not have a membership nor do I want one after dealing with this company regarding this issue. They approached me as if I was some sort of criminal or fraud. They then stated they conducted an investigation which I asked multiple times for a breakdown of the investigation and they tell me they cannot provide it. I will never order from this company again and feel so discriminated upon. I am disgusted in the way that they have responded and request that they provide me a refund to my order.

    Business Response

    Date: 11/28/2023


    Hi! Hope you have a nice shopping experience here.
    For any issues, you may contact Customer Service 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:06/12/2023

    Type:Sales and Advertising 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.
    The Date of the transaction was June 1st 2023, The amount of the items were $ ***** cents.. My husband purchased some shirts for me from Shein, I never received my items and the company said that the items were delivered, They were not! The items in question were not in the bag that was delivered to me. The items were not sent with my other items l had ordered..I've tried to contact the company via email and by calling them...No reply, No response, No nothing... l would like my money back...Please help me with this situation...Thank you

    Business Response

    Date: 11/28/2023


    Hi! Hope you have a nice shopping experience here.
    For any issues, you may contact Customer Service 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:06/12/2023

    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.
    I ordered a package from this company on May 22nd 2023, totaling the amount of $230.96. The package was claimed to be delivered on May 26th 2023, although I never received it. In the proof of delivery picture it was dropped off at a location unknown to me, I looked blocks around my neighborhood and it was nowhere to be found. I have been in contact with both the delivery company and the company I bought the products from and neither have been helpful in either locating my package or helping with a refund. My Tracking number for this package was **********.

    Business Response

    Date: 11/28/2023


    Hi! Hope you have a nice shopping experience here.
    For any issues, you may contact Customer Service 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.

    Customer Answer

    Date: 11/30/2023

     
    Complaint: 20173860

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:06/12/2023

    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 6/7/23 my order was delivered but they couldn't get into the building. It was sent back to the facility. I am waiting for it to be Redelivered order# IS GSUNYP30COONR25. Speed***************. Tracking #Spx11005002941907. My package was sent back to dispatch. My phone is ************* my email address is ********************* I want my package Redelivered Thank You ***************

    Business Response

    Date: 11/30/2023

    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:06/10/2023

    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 ordered a package $296.75 worth of clothes. The package was split in 2. I received the first package which was my red and black dress and my heels that are a cream white color with gold. That package was delivered with **** with my regular mail. The second half of the package had the remainder of my clothes that had to come from china. That package was sent to *** to have them deliver the package. The delivery time said close to 9:30pm would be about around the time the package would arrive. The *** driver delivered my package to the wrong house in my neighborhood. I immediately reached out to *** when I got the notification about my package being delivered. The driver drove past my house but sent a picture of a package being delivered by the side door. It was the incorrect house which is what I explained to the customer service rep. *** explained for me to reach out to SHEIN to let them know as well as she was going to reach out to the driver to figure out what address he took the package to. *** said she would reach back to me by that following Friday with an update on the driver. I immediately knew I wasnt going to get my package back. I let SHEIN know what was going on they explain they would reach out to the refund department to get the refund process and to wait **** business days for a link from the refund department. That email never came I reached back out last week 06/02/2023 to get an update on my case to find out Im not eligible for a refund because the site said the package was delivered. I provided proof of conversation with the delivery company about the package being sent to wrong house and the past conversation with the last rep and theyre still refusing a refund. I bank with cashapp and they wont do a dispute but I never received my items. PLEASE HELP!

    Business Response

    Date: 11/28/2023


    Hi! Hope you have a nice shopping experience here.
    For any issues, you may contact Customer Service 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:06/10/2023

    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.
    Had to return part of my order. Opted for a in store credit. Order return was GSUNY264N001TAT. Order was returned over a month ago and still no information or refund processed. I have tried endlessly to find a way to contact customer service to no avail! They are literally impossible to contact. I know longer want a store credit cause I am absolutely terrified to place another order after this issue. I just want my money back for the items I returned.

    Business Response

    Date: 11/28/2023


    Hi! Hope you have a nice shopping experience here.
    For any issues, you may contact Customer Service 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:06/10/2023

    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.
    Placed an order on Shein (Order number GSUNY263Q000TDL) but paid through afterpay (after pay's order # is ************) . Returned some of the items. Shein said they never received the return so I opened a dispute through afterpay. Shein finally responds and will not release my refund until I close the dispute. The dispute closed on 6/2/23. I reached out to them today 6/10/23 and they refer my back to afterpay. I contact after pay and they refer me back to shein. I have attached the closed dispute

    Business Response

    Date: 11/28/2023


    Hi! Hope you have a nice shopping experience here.
    For any issues, you may contact Customer Service 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.

SHEIN is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

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.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.