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:06/25/2025

  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 May 17th, I received a pair of pants that I had ordered from SHEIN. They were the incorrect color, so I returned them in a combined return with some other items on May 30th. All of the other items were refunded, but the pants still show return requested and the money was not refunded to me. I contacted SHEIN in June 15th regarding asking for a refund, and again on June 24th, but they are refusing to refund my money. This is unsatisfactory, as I received the incorrect item and returned it in brand new condition. It was received by the company but never credited back to me.

  Business Response

  Date: 06/30/2025

  Hello,
  After verification, all the items in your order have been refunded.
  The refund period is 2-5 working days.
  If you have any other questions, please feel free to contact us.

  Customer Answer

  Date: 07/07/2025

  This message is regarding complaint number ******** against SHEIN. I have been given a refund for the pants, so I would like to drop this complaint please. I am satisfied with the outcome. Thank you for your assistance with this matter.

• Initial Complaint

  Date:06/25/2025

  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.

  Hello, My name is ***** and I am filing a complaint against SHEIN. I have reached out to Shein about my missing package that I never received from Fed-EX. Shein response reach out to Logistics, of course I Did but they recommended that I called the carrier, of course I did. When talking with a *** from ***** they informed that package didn't even have my name or address on it. So, ShEIN is sending me through the ringer just for a refund of my package I never rec'd. My order #GSU1UT56600N0S0

  Business Response

  Date: 06/30/2025

  Hello,
  After verification by the logistics provider, your package ************ has been marked as delivered, so we cannot process a refund/exchange for you. We recommend that you recheck the delivery address you used. If your delivery address is correct, please check your mailbox, porch and/or the front desk of your residence to see if the package is there, or if a neighbor signed for it on your behalf.

• Initial Complaint

  Date:06/25/2025

  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 won a gift that was worth $109.8 from shein (order *******************. But 4 days after the order placed, I received an email saying the gift was out of stock and asked me to choose if i wanted to wait, and if I opted for wait the the order could be canceled if the item was not put back to stock after 3 days. I created a ticket for customer service asking them if I could either wait longer without the order being canceled or exchanging my item for another one with similar price. To my surprise, they directly canceled my order and I got a refund of 0 instead of $109.8, even before the due time!!! They also mentioned they issued points to my credit that were equivalent of the gift price. But I got no points either! This was so cheating. Please refund me all $109.8 as shein wallet credit as a compensation for all these cheating and my wasted time. I have attached the pictures of the out of stock email, communication with customer service showing they canceled my order without my agreement and cheated by issuing no points.

  Business Response

  Date: 06/30/2025

  Hello,
  We are sorry for the inconvenience.
  
  Due to logistics reasons, the order was delayed and has been cancelled.
  
  Considering that your product is a game prize, we will compensate you in the form of points.
  
  Points can be used to deduct the corresponding payment amount when settling the order. According to the conversion ratio, 100 points = 1 US dollar.
  
  After verification, you have used part of the points to deduct the order amount.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23516720
  
  I am rejecting this response because:

  I didn't ask shein to cancel my order. And the email cleared said the order could be canceled 3 days later if the item was not restocked. How could shein cancel my order

  earlier than that without my approval? Is there any policy that ***** shein customer service the right? If so, could you point me to the link about this policy? Otherwise, it would be a breach of the customer's right.

  Also, points are completely different from credit in that points are like coupon and customers have to pay for the most part in order to spend points. It is completely different

  from free gift. Is there any rule issued earlier that specifies the gifts should be refunded as points in case of out-of-stock? If so, please let me know which rule. Otherwise, it

  would be shein breaching customer's right again.

   

  I used 3000 points together with the $30 credit I won from the game. But for the rest 7900 points I had to pay out of pocket to spend with the points together, this would be completely different from the concept of free gift. Please turn the 7900 points into

  $79 wallet credit.

  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 07/08/2025

  Hello, we are deeply sorry for the inconvenience caused to you. We have compensated you with the corresponding points. Please understand and thank you for your understanding and support.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23516720
  
  I am rejecting this response because:

  You didn't do anything different in the follow-up responsde, and I didn't receive the credit either. Let me ask you a simple question. 

  Could you show me the shein policy that in case the gifts are out of stock shein could compensate with points without the customer's approval?

  Do you think it is a violation of customer's rights if there is no such policy? Your answer will be a strong demonstration of shein's credibility to the public audience.

  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/25/2025

  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 May 26, 2025, I made a big purchased order at Shein. By June 11th some most items were deliveries. However, I did not get all of my items. These items came in multiple orders. Having 2 or more items in each order. This company insisted that I received everything when I did not. Packaging left out these items of my order. So I paid for things that I did not get. They asked for proof but there was no real way to prove this as the orders we noted as sent, but missing partial of some orders.After inquiring multiple times Shein refused to correct the error.1. GSU12P52N001JAF sz25021126227635676 $20.38 2. GSU12P52N001JAB sz2402283743442473 $17.23 3. GSU12P52N00N6KS sk2403198186715157 $6.14 4. GSU12P52N00N6KR sz2405274042094252 $22.82

  Business Response

  Date: 06/30/2025

  Thank you for your feedback and the evidence you provided. We take the issue you mentioned very seriously and apologize for it.
  Regarding the situation you submitted, we will conduct further internal investigation, which will take about 5 working days. Please wait patiently for the results of the investigation.
  During the this period, if you can provide relevant evidence to help us investigate further, please feel free to contact us.
  Thank you again for your understanding and support!

• Initial Complaint

  Date:06/25/2025

  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 placed an order with SHEIN and the tracking showed it was delivered, but I never received it. I contacted the carrier, GOFO EXPRESS, who confirmed in writing that the package was lost or misdelivered and never made it to my address. I have attached their official proof of loss letter, which includes my name, address, tracking number, and the status as LOST.I sent this proof to SHEIN, and despite my multiple attempts (over 120 emails), they continue to claim it was delivered and refuse to issue a refund.I also attempted to dispute the transaction through Afterpay, but they sided with the merchant before I was able to provide the proof of loss.The package was never received, and I am being denied both my money and the product. I am requesting a full refund as I have legal documentation proving non-delivery. SHEIN has not taken accountability or responded with a reasonable solution.I HAVE FILED A POLICE REPORT AS WELL

  Business Response

  Date: 06/30/2025

  Hello, the refund has been returned to the original payment account and will arrive in 1-2 working days

• Initial Complaint

  Date:06/25/2025

  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 a package from ******* that was being delivered through ACI logisticx. The tracking information states there was a delivery attempted however I was home at 5 AM when the attempt was allegedly made, and also have two ring cameras, none of which detected any attempt. I am highly upset about this inconvenience and further disappointed that I have not been able to contact either business.

  Business Response

  Date: 06/30/2025

  Hello,
  Thank you for your feedback! We have received your question and have forwarded it to the relevant department for verification. In order to provide a more comprehensive and accurate solution, it is estimated to take 7 days, please be patient. If you have any other questions about your order, please feel free to contact us.

• Initial Complaint

  Date:06/25/2025

  Type:Delivery 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.

  June 8th I ordered a carryon suitcase with Shein in the total amount of $30. It stated it was at a local delivery hub and would be a quick shipment. I waited, and waited. Finally after 2 weekd I started to inquire. I got emails stating be patient. After another week, the tracking showed it was at local facility just in from *****, and would be delivered soon. I waited another week.. nothing. When I inquired again they stated it had been delivered 6/10 by *** and that I had signed for it. What? I put in a ticket for investigation, and was sent a generic receipt stating delivered in person. There is no company name on this form, no information confirming anything. Their website tracking says its awating delivery schedule. Whats go I ng on? I talked to a customer service rep **** and they refuse to help me stating it's been delivered. I have not received this package, I never signed for it, I did not meet the delivery person in person. None of what they are saying is true.. but they are sorry for the inconvenience. I am so done fighting with this company.

  Business Response

  Date: 06/30/2025

  Hello, the refund has been returned to the original payment account and will arrive in 2-5 working days

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23515855, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Catherine Patterson

• Initial Complaint

  Date:06/24/2025

  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 ordered two dresses on May 24th 2025, and it got delivered on Jun 1st 2025. The dresses didnt meet my expectations as they had slightly different looks from what was shown on the SHEIN app. I requested for a return label and sent both dresses back to SHEIN and per the tracking number both dresses were received at SHEIN warehouse on June 20, 2025. However, I only got refunded for one of the dress and SHEIN is refusing to refund me for the other dress. I have passed to different agents that dont know what they are doing because I was told that the dresses hasnt gotten to the warehouse yet. How is that possible when the tracking says it arrived since last week Friday and also I got refunded for one of the dress and both dresses were returned in the same package. SHEIN is refusing to refund me for the pink dress worth $33.93 They are trying to scam me Order Number: GSH12D41Q00151D Return tracking number: NRQ2024560762

  Business Response

  Date: 06/30/2025

  Hello, the refund of the product has been returned to the original payment account and will be credited within 2-7 working days

• Initial Complaint

  Date:06/24/2025

  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.

  My SHEIN order did deliver my order, the tracking shows that it remained in ********. I put a dispute with ****** and they stated SHEIN told them it was delivered! Im outraged. On both companies not helping me in this situation all so they can keep my Money. SPXPHL056745010916 Shows in ******** since May 24th.

  Business Response

  Date: 06/30/2025

  We are sorry that we did not bring you a good shopping experience. We have submitted an internal investigation for your problem.
  In order to solve your problem as soon as possible, we have assisted in submitting a refund application. The refund review takes 24 hours. You will receive a refund email after the review is completed. You can view the detailed refund arrangement information in the email.
  Thank you for your understanding.

• Initial Complaint

  Date:06/24/2025

  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 place a order on shein for a particular dress to wear for an occasion. when I first place the order the next day it updated saying the dress was out of stock. I particularly wanted that dress for a cruise I was going on. A day later ,my order on shein updated again saying the order was back in stock. My plan was to return it has soon as I received it. Cause I order a different dress on another website When I receive it the next day I went to return it .I never open the package to make sure was the right dress. I did it thru klarna so I received notice from klarna return was denied. I provided klarna with my tracking number they inform me they going to reach out to shein. Basically month goes by altogether and I received another notice from klarna return was denied. I then try to reach out to shein there no ph number just email and chat. I provided my info and ask for update. I was then told the dress wasn't the same color has my order which is why was denied. Mind you they never return the dress or contact me or add notes in the shein app what the outcome of the returned was just kept saying order was delivered. I informed them I never open the package to dress and I return what was send to me meaning they must had send the wrong color. Up to today shein as yet to acknowledge that they have both my money for the dress and the dress itself. They never return it.been going back and forth thru email all with the same respond saying what I return was not what on order.

  Business Response

  Date: 06/30/2025

  Hello,
  
  We have contacted the merchant for confirmation, and the merchant replied that the product you returned does not belong to the merchant. If you think the merchant sent the wrong product, please provide valid evidence so that we can handle it for you.
  
  Looking forward to your reply.
  
  Sincerely,
  SHEIN