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:07/07/2025

  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 am filing this complaint because Shein advertised a promotion on their app stating that customers who spent over $40 would receive $40 in credit rewards. I made a purchase well over that amount, following all visible requirements, but I never received the promised reward.I contacted Sheins customer service multiple times. However, instead of resolving the issue, they provided only generic and evasive responses. No concrete action was taken, and the promotional credit was never ********* a consumer, I feel misled by a deceptive marketing tactic. The company promoted an offer to drive sales and failed to deliver what was advertised. I am requesting that Shein honor the promotion and provide the $40 credit as promised. This situation should also be investigated to prevent other customers from experiencing the same issue.Thank you for your attention to this matter.

  Business Response

  Date: 07/14/2025

  Hello,
  Please provide us with the email address of the SHEIN account registered for this event so that we can further verify it.

• Initial Complaint

  Date:07/06/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 6/1/25 I placed an online order with Shein. It was for 3 Jackets size large and a waterproof adhesive caulk tape. My total was $96.93. I received a package addressed to me on 6/11/25. When I opened it, nothing was what I ordered. I received several size small shirts, a scarf, and a jewelry item. I immediately contacted them once I realized there was an issue. There were several back and forth emails because they wanted me to take pictures and send the items back. I wanted a return label to not have to pay for their mistake. Once I received that, I packaged everything and sent it back to them. On 6/30/25 they gave me a partial refund of $46.98. I thought the other refund would come later but when I reached back out they said they didnt receive the other items. I didnt have any items as I returned what I got. I am owed the rest of my refund.

  Business Response

  Date: 07/14/2025

  Hello,
  We have reported to the responsible department to process your refund.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/14/2025

   
  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:07/05/2025

  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 said it was delivered to a parcel locker from ****. I went to my post office, who said my package was delivered somewhere in *****, according to the tracking number I was given from SHEIN. The post office said to contact SHEIN to get the issue resolved. SHEIN was NOT helpful at all and did not have a call option to talk to a person, only a messaging feature. SHEIN said to prove the package was missing, which I do not feel I should do since I do not know where the package is since it was delivered to another state.

  Business Response

  Date: 07/14/2025

  Hello,
  We are sorry that we cannot locate the specific situation of the package based on the information you currently provide. In order to assist you more effectively, we need more detailed information to further handle your case. The following are some types of evidence that can help us better verify the details of the package:
  
  1. Mail from the logistics provider confirming the lost package
  2. Proof of wrong address
  3. Proof of false signature
  4. Proof of abnormal signing time
  5. Video footage of the surveillance camera at the door when signing
  Please try to provide one or more of the above types of evidence according to your situation or you can also provide us with other valid evidence for further verification. Thank you very much for your cooperation and understanding!

• Initial Complaint

  Date:07/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a received packages delivered the same day from SHEIN- one to back door and one to front door ( which I have a note clearly stating do not deliver to front door) I never rcvd this package , so I wanted the items resent and SHEIN keeps saying they cant do anything because they have proof it was delivered . So now I paid for items and SHEIN refuses to refund money or resend items and Ive reached out several times via chat and email and feels like a robotic response every **** time.

  Business Response

  Date: 07/14/2025

  Hello,
  We are sorry that we cannot locate the specific situation of the package based on the information you currently provide. In order to assist you more effectively, we need more detailed information to further handle your case. The following are some types of evidence that can help us better verify the details of the package:
  
  1. Mail from the logistics provider confirming the lost package
  2. Proof of wrong address
  3. Proof of false signature
  4. Proof of abnormal signing time
  5. Video footage of the surveillance camera at the door when signing
  Please try to provide one or more of the above types of evidence according to your situation or you can also provide us with other valid evidence for further verification. Thank you very much for your cooperation and understanding!

• Initial Complaint

  Date:07/05/2025

  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.

  People need to be aware that SHEIN QUICK SHIP SELLERS ARE SCAMMERS! I ordered 4 wigs from different companies and they ALL sent me wig caps! I also had a package never arrived from Promake nails! I have also been waiting weeks for a refund on items I sent back! This company has becoming filled with scammers, deceitful prices, unprofessional customer services, etc! ********************** IS NOT SAVING MONEY THESE DAYS! Youre better off shopping on ******* or ******. US based companies! I want my money asap! I purchase via SHEIN daily. I want my money so I can delete this app. I am disgusted. I AM ALSO MAKING TIK TOK VIDEOS SHOWING PEOPLE THE SCAMMERS, HOW SHEIN IS LYING ABOUT PRICES UNTIL YOU GET TO CHECK OUT, HOW QUICK SHIP IS FRAUD, QUICK SHIP IS CHINESE VENDORS POSING AS US COMPANY TO BEAT TARIFFS I am contacting all and any agency that can look into SHEIN scam

  Business Response

  Date: 07/13/2025

  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.
  
  For the three orders GSU1U630Y00NW84, GSU1U430R00N8WE, GSU1UU30200M70W, we have refunded to you. For the other three orders, we will refund to you after receiving the returned package. 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. 
  
  Thank you and have a nice day
  

• Initial Complaint

  Date:07/04/2025

  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.

  Placed order with Shein, it was delivered by ****** to my apartment building on Jun 13, 2025 to an unsecured location in garage behind a dumpster without prior authorization. When I came home to look for the package it was missing. I checked throughout the building and asked all tenants in search for missing package. Package has still not turned up, appears to be stolen or thrown out with the garbage as it was on the floor by the dumpster according to the photos provided by the delivery person. I have tried diligently to work with Shein with no success. Their bot system is unhelpful and asks for information that I am unable to provide and they directed me to the delivery service to file a claim with them. Shein told me to contact SpeedX and when I did, they told me that I am unable to file a claim with them and that I needed to contact the delivery service. Again, Shein directed me to SpeedX for the delivery service. So I have no recourse for this situation and both companies continue to direct me back to each other. I have requested a refund or to simply resend the items and they continue to deny my requests.

  Business Response

  Date: 07/13/2025

  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.
  
  We can't find this order SPXLAZ256748354964 in our system. In this case, could you please tell us the correct one? We will help to check and give you assistance. Thanks for your patience and cooperation.
  
  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:07/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a link from down from my daughter, starting we won't 5 get gifts. both my daughter and 3 other friend have been on that link for 2 full days now and it never never goes past 1 cent left to get the gift it makes you keep sending limbs to friend and never actually gives you the promised free gifts. This is false advertisement. This needs to stop and I both me any my daughter should be given the 5 free gifts as promised with no more of the lies and forcing to keep sending the link

  Business Response

  Date: 07/08/2025

  Hello, what activity are you talking about? Please describe it carefully and provide relevant screenshots so that we can verify it for you as soon as possible. Thank you for your understanding and support.

• Initial Complaint

  Date:07/04/2025

  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 opened a dispute with the bank because i never gor the items then out of nowere items were delivered once items was delivered dispute was closed reversal was done i sent items back that i did not want and asked for a refund for all the items i did not Keep they recieved the items and claimen to not be able to refund me due to dispute being open still i have a letter from ***** staten the issue is closed and also have proof that it was revered i countinue to contact shein everyday for a refund and everytime i contact them they telling me give them Three days to issue the refund its been almost a month and still refusing to refund me for merchandise items they already recieved back

  Business Response

  Date: 07/08/2025

  Hello, we need to check with you, you have not received this order USU12C28X0000002C3X?

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23556450
  
  I am rejecting this response because i recieved the items and sent them back and never got a refund the items were recieved back may 26 and i have not been refunded
  Sincerely,
  
  ****** **********

  Business Response

  Date: 07/15/2025

  Hello, we are sorry that after confirming that your order is in complaint status, we are temporarily unable to refund. We recommend that you contact your payment platform to follow up and settle the complaint. If your complaint has been settled, please contact us as soon as possible and we will verify your order status as soon as possible. If you have any questions about the order later, please contact customer service first.

• Initial Complaint

  Date:07/04/2025

  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.

  Hello, Ive been a loyal SHEIN customer for years, but recently my account was falsely flagged for suspicious activity with no clear explanation. The restriction happened around the same time I participated in one of their apps mini-games (Puppy Keep). I collected food in the game to maintain my streak but didnt feed the virtual pet every day due to my college schedule. Shortly after, my game access was blocked, and then my entire SHEIN account was frozen.Since then, *** contacted customer support over five times asking what I did wrong. Ive been told that the system flagged irregular activity, but no proof or specific reason has ever been provided. Ive been told its irreversible and automated, and Ive never been allowed to speak to a supervisor despite asking multiple times.Ive tried updating the app, sending screenshots, and even creating a new account (which got flagged too). Ive never used illegal tools, multiple accounts, or violated any rules. I simply want to be able to shop again like any regular customer.This situation has been ongoing for over a month. I feel like Im being unfairly punished without cause, and SHEIN support is not offering any genuine help or resolution.Desired Outcome:I want SHEIN to:1.Fully review and remove the restriction on my ***************** a clear explanation of what triggered the flag, if anything.3.Allow me to shop and use the platform again like any regular ***************** someone outside of the automated system to look into my case fairly.

  Business Response

  Date: 07/08/2025

  Thank you for contacting us. Unfortunately, your account has been suspended due to unusual activity and you are currently unable to place orders. This move is to ensure the safety of users' shopping, and we hope to gain your understanding and cooperation.
  
  Thank you for your support and patience!

• Initial Complaint

  Date:07/03/2025

  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 contacted Shein customer service to clarify their return policy. I was informed by their representative that if I return an item because I do not want it, Shein will only refund the items pricenot the sales tax or the shipping fee. While I understand that shipping fees may be nonrefundable, I am concerned about the refusal to refund the sales ****** my knowledge and experience with other major U.S. retailers, including large online platforms like ******, sales tax is typically refunded when a customer returns an item. I have returned many products to these retailers and always received a full refund, including tax. This raises the question: is it legal for Shein to keep the tax when the item is not retained by the customer?I have been a loyal ********************** customer for years, and I was unaware until now that they do not refund sales tax on returns. I have attached my correspondence with Sheins representative, which clearly states that tax will not be refunded. When I asked who retains the tax if not refunded to me, I never received a clear answer.This practice feels misleading and unfair to customers. I am submitting this complaint in hopes of receiving clarity on the legality of this policy and to raise awareness for other consumers.

  Business Response

  Date: 07/08/2025

  Hello,
  
  I sincerely apologize for the inconvenience.
  
  In order to resolve your issue, we need to check the status of your order. Can you provide a specific order number or tracking code?
  
  Thank you for your attention and we look forward to hearing from you soon.
  
  Best regards,
  SHEIN
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23555280
  
  I am rejecting this response because Ive been a loyal customer of ********************** for several years, with too many orders to list. Im writing to express concern and request clarification regarding your return policyspecifically, the handling of sales tax on returned items.

  
  I was recently informed by one of your representatives that SHEIN does not refund sales tax on returned items unless the product is defective or there is a specific issue. I find this policy concerning, as it appears inconsistent with standard retail practices in the ***** where customers are typically refunded the full amount paidincluding sales taxwhen returning items, regardless of the reason.

  
  To be clear, this is not about a specific order, but a broader question about your general return policy. I would appreciate a detailed explanation as to why SHEIN does not refund sales tax in these cases. You could find the attachment of my conversation with your representative from the original letter to you.
  
  Thank you,
  
  Belle Jitpraphawan

  Business Response

  Date: 07/19/2025

  Hello,
  Thanks for your reply.
  For more details about returns and refunds, please refer to the following link: **************************************************************,
  ***********************************************************
  If you have any questions, please feel free to contact SHEIN customer service and we will be glad to help you. Thank you for your understanding.
  SHEIN

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23555280
  
  I am rejecting this response because you have not answered my question. Do you refund customers sale tax when they return the items or no? Its a simple yes or no and I would like to hear it from you, not through the links that are not useful. Your representatives clearly stated that you guys do NOT return sale tax, unlike other reputable stores so I would like some clarification from upper management . If you do not refund the sale tax, who keeps the sale tax? Please just answer this simple question.

  Sincerely,
  
  Chalermkwan Jitpraphawan