On December 30,2024, I placed an order with Shein totaling ₱19,697 (PHP) for 47 items. However, when the package arrived, I discovered a significant issue: only 14 items were inside, far fewer than I had ordered. To make matters worse, some of the items I received were not even part of my order. Instead, the package contained second-hand denim skirts and shorts that I never requested.

When the package was delivered, it appeared looser, as captured in a photo taken by the delivery driver. Concerned, I immediately inspected the package and recorded a video as I opened it. The footage clearly shows the discrepancy: of the 47 items I ordered, 33 are missing, leaving only 14 items worth around ₱6,000, which is far less than what I paid.

I promptly contacted Shein's customer service to report the issue and provided all necessary evidence, including photos and the unboxing video. Initially, their representative, Catherine, claimed that an internal investigation found no issues and insisted that the package had been shipped correctly. She advised me to recheck the package or contact the logistics provider. Despite my repeated clarifications and the evidence I provided, Shein refused to take responsibility for the missing items.

Subsequently, another representative, Rhea, followed up and asked me to confirm the missing items from a list they provided. I promptly confirmed the missing items and once again requested either a refund or for Shein to reship the missing products. I also pointed out an important detail: Shein did not provide any photos of the package at the time of shipment, which could have shown whether it was tampered with during transit.

Unfortunately, Shein's final response was deeply unsatisfactory. They stated that the package was not missing any goods and repeated their advice to recheck it. This response is incredibly frustrating, as I had already inspected the package thoroughly and presented clear evidence of the discrepancy.

After paying ₱19,697, I feel completely ignored and unfairly treated. Despite following all proper procedures and providing undeniable proof, Shein has failed to address the issue or offer any resolution. I am now left with no choice but to escalate this matter further in hopes of receiving the fair treatment and resolution I deserve.

This experience has caused me significant stress, frustration, and financial loss. I trusted Shein with my hard-earned money, paying ₱19,697, but received far less than what I ordered. Instead of enjoying the 47 items I had carefully chosen, I ended up with only 14 items worth around ₱6,000, along with unrelated second-hand denim skirts and shorts that I never ordered.

The missing items have left me scrambling to find replacements for the products I was expecting, which has disrupted my plans. Additionally, I've had to spend a lot of time and energy collecting evidence, contacting Shein's customer service, and following up repeatedly—only to be met with unsatisfactory responses and denial of responsibility.

Beyond the financial loss, this ordeal has shaken my confidence in online shopping and Shein as a company. It has also caused me emotional distress, as I've felt ignored, undervalued, and unfairly treated despite presenting clear evidence and following all proper procedures.

I would like Shein to take full responsibility for the missing items in my order. Specifically, I want Shein to either:

Reship the 33 missing items at no additional cost to me, with proper tracking and packaging evidence, or
Issue a full refund for the missing products.
Additionally, I expect a clear explanation of what went wrong during the shipment process and a genuine effort to prevent such incidents in the future. This resolution would address the financial and emotional distress I've experienced and restore my confidence in Shein's ability to provide reliable service.

If Shein continues to ignore my concerns and fails to resolve this issue, I am left with no choice but to take further action, including:

Filing a formal complaint with the Department of Trade and Industry (DTI) and other relevant consumer protection authorities.
Initiating a dispute or chargeback with my bank or payment provider to recover the amount for the missing items.
Sharing my experience publicly on social media, review platforms, or any other appropriate channels to warn potential buyers.
Consulting legal counsel to explore the possibility of a small claims court filing or other legal remedies, should it become necessary.
I hope to find a satisfactory resolution without resorting to these measures, but I am prepared to pursue them if my concerns remain unaddressed.

I am in the uk but shein are proud to be everywhere
I purchased a vanity unit including basin cost £84.75 when it arrived the courier was unable to scan the item it was in 2 parcels when i said i wanted to open them as one parcel looked it could be damaged the courier did not wait he cleared of very quickly and on opening it found it was indeed damaged the wash basin was broken i contacted DHL the courier used as SHein would not let me report it damaged as it's chat bot kept insisting it was not even out for delivery this action with shein continued for over a week i could not report it broken untill i gave a crap review on trustpilot then shein sent a link within 4 hours to track my item and report that it was broken but the link would not let me into my account a week are so later it let me in and report it as broken at one time i suggested that i would keep it at a 50% discount which would cover the price of a new basin they offered 30% discount i refused their offer as a new basin was £40.00 and a requested a return label for a door to door collection i also pointed out that it arrived in 2 parcels they replied that it must be returned in one parcel and a pick up service was not available. I printed out the Evri return label shein sent strapped the 2 parts of the vanity unit together took it to a parcel shop with a friend EVRI parcelshop pointed out the label was not valid for this item as it gave a weight of 12.4Kg the vanity unit was 29KG Evri limit is 15kg weight and the parcel was also outside their size limit i then had to get a taxi at a cost of £12 to take the parcel back home i have on 18 emails tried to get this information to shien to no avail they have suggested that if i don't use their label return i can use a courier of my choice and send the receipt for the postage to be refunded but the way they say they will refund an evri postage but not an other company makes me doupt they will refund posage payed by me. And i know evri will not take the parcel sheins web site says they will only pay one standard postage and list the companies that must be used none of who will accept this parcel so i do not trust them. The vanity unit consists of 2 parts part 1 the basin which is broken and has a value of zero and part 2 the furniture part with a value of possibly £15 to £20 as resale item and they will not send a valid return label but expect me to pay £30 to make the return something is telling me they are trying to get me to just go away. I am already out of pocket £97.00 the vanity unit £85 and the return taxi £12 from evri parcel shop that refused to accept the parcel. If shein was acting sensible they would say dump the worthless basin and return the furniture part of the vanity unit and send a lable for the postage of that part as it would come within Evri's limits and cost them less than £10 for the return postage. But i will not pay for the return postage for reasons explained earlier. Shein have been sent photos of the broken basin, and copies of the limits of EVRI but still insist i return it and using the invalid EVRI return label they have supplied i feel they are messing about with the aim of getting me to go away and lose my money. This has gone on for over 5 weeks ordered on 4th of november and still talking to a chat bot that will not chat and 18 emails to another chat bot that only knows B.S.

Once was great- not any more. Temu has better prices, customer service, and a 90-day return policy. Long review warning.

Sadly, after being a very loyal customer for over 4 years, placing regular orders, being a paying member of their membership discount program, and constantly recommending Shien to friends and family, the policies, customer support, and product quality has drastically declined over the last few months. Their response to more competitors becoming reputable, has been extremely frustrating and disappointing.

Shipping with Shien has always been and remains extremely sluggish, but that was expected with this merchant. Their latest policy change does not coincide with their shipping speeds and new practice of breaking orders into MANY sub orders, shipping separately. Now, returns must be made within 35 days of PLACING the order. I could understand a 35 day return policy for a company with regular shipping speeds, but coupled with the extensive wait times and erratic separation of orders, I feel the return window should start when the order is shipped, or even better, fully received. Not 35 days after it was PLACED.

My latest issue was particularly frustrating. I needed to return some items from my latest order that had arrived in many separate packages over a month. I was one day outside of the 35 day return window and the agent outright refused to start a return for me. I spent an hour chatting with customer service agent Mex, and got nowhere- just the same non-helpful pre-scripted responses.

Hating to write off Shein so quickly, I submitted a ticket the following day. I was connected with a new agent, Edlyn and Andrian, who were both extremely helpful, and offered a one-time courtesy to return the items. My faith in the company was restored and I was happy to take the time to provided the requested photos to ensure the return would be accepted.

We went back and forth through messages as there is a notable delay in response time. I spent hours compiling the various photos requested, and organizing the orders in a PDF. This order was particularly confusing because nearly every item had been separated out into its own unique order number. Wanted to make it as easy for the agent as possible, so I took several hours to organize all of this.

I even placed 2 new orders!

I went to upload the photos and organized PDF and saw that the ticket had been closed out the day before. I opened a second ticket and was connected with Kato, and spent the next few days messaging only to get the same dismissive pre-scripted responses I had gotten with Mex.

I am shocked at the lack of flexibility and assistance Shein is now providing its loyal customers. It's clear that Shein no longer values its loyal shoppers.

Moreover, the quality of their clothing and condition in which it is received has noticeably deteriorated over the past few months. The fabrics feel cheaper, and the craftsmanship is subpar compared to what it used to be.

I'm extremely disappointed and will no longer be shopping with Shein or recommending them to others. They should seriously reconsider their approach to customer service and quality if they hope to retain customers.

Brought a bunch of things half off a gift card/ half from my own bank account and half were sent destroyed they told me the only way they would give me a refund is back on the gift card (I threw the gift card out, this is my fault 100% but it was used seen no reason to keep it) and for 3 weeks just sent me pictures/ link to the policy witch I read and all it mentioned is the amount paid buy a gift card is priority to return to a gift card. No mention of it's the only way they will do a refund or if you paid half with another card (refund was less then I paid with a bank card) it's annoying but not a big deal if they can't refund to my bank I was happy to take a store credit witch they also refused after twice offering it
Buy the way one of items was broken (I had proof) one was a completely different size to what I ordered (again proof) and one was a little device suppose to connect to wifi from a QR code witch says is expired and can't be connected any other way. On top of a few things were diffrent then described but not as annoyed at those kinda to be expected on cheap websites like these

All they said was contact the company who supplied the gift card witch I did and they wouldn't give me the PIN number and card number of a card I had no proof was mine for obvious reasons. Shein refused to give the numbers to me either

Shein offered to refund it to my shein wallet witch I was happy with asked for a return label to send it off but the next email said actually no it has to be a gift card.
3 weeks of being mucked around transfer to diffrent people made to explain it over and over (even tho it was all in the email thread) I was again told I could have a refund to my shein wallet but yet again changed there minds.

Definitely would of understood a bit more if there policy was that but no where dose it say it can only be put on a gift card, and to be talked down to and sent multiple emails of the same policy's highlighted sections that did not relate to the issue at all was a bit insulting.

However even if it did I was told twice it didn't matter and it could be put in a shein wallet. In the end all I was sent was pre written email apologies suggesting to read the policy but no one would answer any questions about where in the policy its mentioned you can't be refunded.

To have them refuse a refund for products I can proof were sent broken, that I'm happy to send back to them and even happy to have the refund money used again on the website so there losing nothing at all and be told no and then open social media and see them happy to send thousand of dollars of products to people who promote them is insulting and proof that they couldn't care less what they send to regual people

Over $100 of things that I can't use and they said they could give me 200 points for the inconvenience (translates to $2) Disgusting customer service

It is so hard to return. Plus they ship you damaged items.NO MORE BUYING HERE...

The pants that I order are soooooo
Low ca quality
The picture showed nice trousers
The real are soooo bad
Material is horrific

I hate when you cant use all your points, and shein doesnt let you. Wish they did. Shein is bad asl

Worst company I have ever had the displeasure of ordering clothing from you would think something as simple as following the order and shipping it would be an ease in this advanced logistics age as 2023 not to mention simply to match the competition. However I have ordered from here on no less than THREE separate occasions and the result is that they either never sent anything, sent the wrong items or it didn't arrive for WEEKS AND WEEKS after the order was placed add to the fact that 99.99% of the clothing is so cheaply made and mis-sized that the value is practically less than nothing upon arrival… need to do an exchange? Prepare to pay for shipping over and over for complete and utter junk… I keep retrying this place because of all the hype… convincing myself that the issue must have been me I ordered the wrong product or I didn't place the order correctly after a year of attempts I can tell you it isn't me…. I LITERALLY have found higher quality items at the local GAS STATION and guess what if I didn't like it could just take it back I wasn't passed through ENDLESS windows to nowhere and automated web forms only to get no where… I'm not pissed off or anything because of their use of outsourced labor in countries that have little to no labor safety requirements or workplace conditionality the money I lost was very very low but there in lies my point… YOUR TIME ISNT WORTHLESS… but this company thinks it is… despite the fact that you choose to use an online distributor when there are DOZENS of brick and motor nearby places you can go with similar if not better fashion options, better quality, and better prices people choose them… a choice which CLEALY demonstrates the desire for convenience… this company doesn't care… EVERY single step of their ordering from using there absolutely absurdly organized products making it difficult and time consuming to find products… the antiquated ordering… the selection of the slowest and cheapest shipping options (DESPITE charging FARFARFAR more than their competitors for shipping), the fact you have a better chance of achieving enlightenment than getting a human to assist you with anything AND EVEN IF YOU DO they will simply copy and past the exact same information available on the site… I literally cannot think of a single redemption to offer This company… of the literal dozens of items I have ordered there were roughly 3 items that fit as described (I'm the type to use a tailor at least once a year so I know my sizes and measurements) MANY MANY of them were deformed my guess is that happens often due to the sweat shop style management that prevents quality assurance inspections are of value… even the 3 items that both fit properly and were of a quality worth even attempting to wear in public… all three pieces were almost unusable after just ONE machine wash following the tag instructions for washing… trash trash TRASH!

Best...

I finally caved and ordered some items on Shein because I started a new job in an office at a manufacturing plant, so we need to look professional but the chances of clothes getting dirty or ruined are high compared to other office jobs. I ordered three tops, three pairs of shoes, and two pieces of jewelry. The tops/shoes LOOKED pretty much like they did in the photos, and I really like the fact that they give you the measurements of the models wearing the items so that you have a more accurate idea of how they will fit. That was a great feature. However...the quality is just not there. I REALLY wanted to love this site, but everything just FEELS so cheap, and it you look at the items closely, they look cheap as well. The shoes were all too big (at least a 1/2 size up from what they are supposed to be), which I was able to correct by ordering inserts on Amazon. BUT they are also super stiff and make your feet sweat like crazy because they are basically made of plastic. I ordered some no show socks from Amazon to help with that. The stitching is also overly visible. From a distance they are passable for work, but these are not shoes I would wear anywhere else. The tops also seemed to run a bit large, but the main issue with those are that they are SO THIN. One was basically semi-sheer. The others were opaque but you can definitely see the outline of a bra. I corrected this by ordering thin camisoles on Amazon (you see the pattern here?) But the stitching is poor on these as well, the fabric feels flimsy, and I have VERY low expectations that they will hold up past a few washes. Last thing was the jewelry, which was more an impulse buy. I ordered a CZ tennis bracelet. This was the best item out of everything. It looks well made and the stones are the appropriate size to appear authentic. I also ordered a ring that it just...embarrassing. Looked gorgeous in the photos, looks sooooo fake in person. I could seriously have gotten a much more authentic looking item at Wal-Mart or TJ Maxx for the same price.

So, my takeaway on this is that I probably won't order on this site again. Everything was basically a Monet - great from a distance, but a mess when close up. I normally order everything on ThredUp, and the $125 I spent on Shein plus the $30 I spent on Amazon to make the items I bought on Shein usable (so, $155 total) would have gotten me almost as many good quality items. I have no expectation that most of these items will make it more than a few wears. Live and learn.