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:05/16/2023

  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 sent the attached blouse back to Shein 4/7/23 and I still havent received my refund. Ive sent numerous emails to ********************************** and they havent answered any of my emails. All I want is my refund. This is how they run their business. Im tired of waiting for an answer from them. I appreciate all your help. My name is ***************************. Thank you. Have a great day.

  Business Response

  Date: 11/27/2023

  Hi,
  
  We're so sorry for the experience you had.
  
  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:05/15/2023

  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.

  I ordered 5 shirts on 4/26. 2 of them were delivered. I received an e-mail stating that the other 3 were unable to be delivered. I have tried to contact Shein numerous times but have yet to receive any contact back. It has been over 2 weeks. I would like to get the shirt but if it isn't possible I would like a refund of $26.58. Shein has very poor customer service. Even though I have not been disappointed with their products I am hesitant to order from them again

  Business Response

  Date: 11/27/2023

  Hi,
  
  We're so sorry for the experience you had.
  
  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:05/15/2023

  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.

  Two things, one I placed a very large order, half of which did not fit. I shipped them back. The tracking says they received it a week ago. Yeah, I have had no update on my refund. When I try to open a chat, I never received any response. I want to know when I can expect my money back. Second, an item I received is defective, the stitching on the bikini top is crooked so when I wear the top, the bottom appear slanted. Once again, I opened a customer service chat, and have received no response. I actually really love the bathing suit, and ** hoping for a replacement without going through the formal return process. I need answers and cannot seem to get anybody on the chat and from what I can see. There is no phone number. Somebody please contact me.

  Business Response

  Date: 11/27/2023

  Hi,
  
  We're so sorry for the experience you had.
  
  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:05/15/2023

  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 back in March for a bag in pink. It was in stock when I ordered it. When I finally received it, it was brown. I called and was told the pink sold out. I did not like the brown and if they had bothered to notify me, it came in several colors and I might have found one I liked or the order could have been canceled, The customer service lady said I could exchange it and suggested a different bag in pink. I told her clearly I did not like the bag at all, that I was at work and would need time to look and choose one. I told her once I had done so I would contact them again. This has all been verified in the transcripts. Well, that **** decided to exchange the brown bag for the pink one I told her I didnt like at all. When I realized this I called and was told to call when I received it, I would be given a return label and a refund or exchange. The only action I took in all of this was to place the order for the pink bag, **************** has been deceiving me and bullying me for weeks now. I bought the original on an Afterpay account. I have since paid it off and closed it. They say they can only refund to them or to PayPal, where I also do not have an account. Their refund policy states you can get Shein wallet, exchange, e-card, etc it has been weeks and nothing but excuse after excuse, including how you can only exchange once. I didnt exchange anything. The lady in customer service did, I never approved or agreed to it, in fact quite the oppposite. All I did was place an order and from there my right to choose was taken from me and choices were forced upon me. I will not be punished by their mistakes. Deliberate mistakes. I have had to repeat this to so many different employees so many times and yet no resolution. I should have told one employee one time and it been resolved. All of this over $22.00. It is a shame and disgrace I

  Business Response

  Date: 11/27/2023

  Hi,
  
  We're so sorry for the experience you had.
  
  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:05/14/2023

  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 purchased some items in February for a vacation in March. I never received the items, it was resent back to ***** after 1 failed delivery attempt. They informed me that they were aware that I did not receive my items through email. And then they sent me a separate email stating it was delivered after sending me an email telling me it wasnt delivered. During that time I had requested a refund through my bank, but could not receive the refund because I missed the call from the bank while at work in order to continue the dispute. The bank closed the dispute and informed me that I need to get in contact with shein for my money directly. Shein informed me that I need to show proof that the dispute is closed with the bank. In which I did show them. But then they informed me that a refund takes 2/3 months and that I should get my money from the bank. Chase bank cannot give me money back and now shein is not offering me a refund either. I have proof that the package was not delivered, and I have proof that from the bank that I cannot received my refund from them. At this point I dont know what to do about getting my money back for something that I did not get.

  Business Response

  Date: 11/27/2023

  Hi,
  
  We're so sorry for the experience you had.
  
  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:05/11/2023

  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 ordered from SHEIN. My order was not delivered and the company claims it was, I was home the entire time and did not receive a package. I checked with my building cameras, neighbors, people of my household, and no one has seen the package. This is the tracking number SPXHEF005001502596, which doesn't even give me access to who the delivery company is, nor can i get in touch with someone over the phone at SHEIN which I have tried to do multiple times now. Attached is also proof from online that the tracking number does not even exist. I have attached proof from the chat with the company that i would receive a full refund on my order since I have not received it, and am now getting a different answer from them. I am extremely frustrated, by their lack of communication, and as a first time buyer, even more so frustrated by the fact that there is no resolution.

  Business Response

  Date: 11/27/2023

  Hi,
  
  We're so sorry for the experience you had.
  
  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:05/10/2023

  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.

  The company is Logistic Wish, ***********************************************************. V5J 4Z3. Thank-you for helping me!

  Customer Answer

  Date: 05/10/2023

  I purchased online. Uniuni is the delivery service. They said the parcel was delivered on March 11/23. I didn't receive it. Upon delivery, they took a picture of what they delivered. I noticed 2 things. One, my concierge counter is marble, not wood as seen in the picture. Second, I noticed that 2 parcels were delivered. One is my postal code & the other is not my postal code. So, they delivered my parcel to the wrong postal code, which means the wrong address. I emailed *********** said they delivered it on April 7/23 & told me to check my door steps. I live in a secure *************** no door steps. I emailed them & said I didn't receive anything. I told them that do whatever you can ************ my parcel or I'll bring this up to the Better Business Bureau. They ignored me till now. So, I'm seeking help from you. Please help me. Thank-you!Sincerely, ****

  Business Response

  Date: 11/27/2023

  
  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:05/09/2023

  Type:Customer Service 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 returned 10 items on order #GSUNX849M002CA8 on 04/26. Shein confirmed return receipt on 05/01 & still I have no refund of $77.34. I contacted them multiple times for resolution to which they refuse to refund because I filed a dispute. They overcharged me on 1 item and now my funds are "frozen" and they will not refund due to the dispute. I do not recommend this company. Their items are hit or miss and their customer service is horrible. I filed a dispute ** there is no email or phone number until I found a ******** message page.

  Business Response

  Date: 11/26/2023

  Hi,
  
  We're so sorry for the experience you had.
  
  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:05/09/2023

  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.

  April 21, 2023 was the order date, order # GSUNXL22U00MP78. I placed an extensive, high-dollar value order for a wedding celebration and several items did not arrive with the order. This company steals from its customers and then tries to pass you from customer service agent to customer service agent with several days between case updates when you open a record with customer service. I sent photos and SKUs of all items I never received and they claim to investigate it with the warehouse team, then say there were no errors found in their investigation. This company is operated by crooks. Additionally, ** research recently found that Shein's products contain toxic amounts of lead - so they are poorly made, literally poisonous products. That is, if you do receive them. "******" was my customer service agent. Do NOT give this company your business.

  Business Response

  Date: 11/26/2023

  Hi,
  
  We're so sorry for the experience you had.
  
  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:05/09/2023

  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.

  I recently bought an online order for $276.12. The order was never received. I contacted shein multiple times ( they ask you to open a ticket supposedly they answered you in 24 hours)they never answered back even tough I filed them like 20 times and when they did they told me there was nothing they could do because the package was signed for and successfully delivered to someone named ****************** and because it was showing delivered to someone ( doesnt matter who) the system would them allowed the to replaced or refund the order and I should contact myself ***** I did tried and they said because it was an online international order the shipper was supposed to contact them. I reached out to them (shein) again and this time they told me to do a chargeback with my CC because they couldnt do anything and I did and they sent the same paper from ***** saying successfully delivered. They are being lazy they dont wanna call ***** they are pretty much stealing money from me and they are blocking my money also with the bank.

  Business Response

  Date: 11/26/2023

  Hi,
  
  We're so sorry for the experience you had.
  
  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