We have responded to the customer with the following: " Dear [redacted]I hope this email finds you well today. I would like to apologize on behalf of our company for all of the issues you have had with your order. Currently we are making major improvements with our customer service,...
quality and logistics departments. We have shipped your order within the 3-7 business days we allow for processing time. Our packages may ship from different warehouse locations, depending on where the stock of the item is located.For this order the package was shipped from our China warehouse and was randomly selected at customs. This is why the package did not show any update until it had been cleared from customs on 03/12/18. Unfortunately, we do not have much control over the package once this has been picked up by the courier. We sincerely apologize for any inconvenience this may have caused.I see from the tracking history the order has been delivered on 03/12/18. Please keep the item, as we do not want to troubles you further with this order. Also, we have processed a refund back to your original form of payment on 03/09/18, which I have provided the screenshot for your records. Please let me know if you have any questions or concerns. I hope to hear form you soon. Thank you and have a wonderful day!"
I placed an order with Shein I waited over a month to receive my
Order when I got it every item was of awful quality and looked nothing like the photos. So sheer you couldn't even wear them and so cheaply made it made [redacted] and [redacted] product look like it was from [redacted] When I requested a return I was informed I had to pay for return shipping so I had to pay $13 for rerun shipping and am still waiting for a refund a week later
Hello I have reached out to the customer with the refund. Here is our correspondences. From:yulanda<[redacted]>Date:Tuesday, Feb 20, 2018 2:35 AMTo:[redacted]>Hello [redacted]Thank you for speaking with me on the phone. Per our phone...
conversation, I have requested a refund back to your original form of payment. We did do a $15 refund instead of a $16 refund because that is how much the top you refunded cost. I have added a screenshot of both the top you refunded and the refund to your cc. Please let me know when you have received this refund and please also let me know if there is anything else I can assist you with. Hope to hear from you soon!------------------Thank youYulanda M*Operations ManagerShein.com
Dear,Sorry about your situation, and we have double checked your refund, we do have refunded to you on August 16th, below is the screen shot for your reference. So would you please kindly check your account again.Apologies again about all the troubles.Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thank you for ordering from our website.Please kindly note, the dress you bought is $12.You paid $12.9 for express shipping, we shipped the package to you by express shipping, and another $1.99 is shipping insurance, so that you could get the free return.If you have any other...
concern, do not hesitate to contact us.SHEIN Customer Care
Dear customer,Thank you for ordering from our website, and we are so sorry for keeping you waiting.Normally, it takes us 3-7 business days to process the order, and your package has been shipped out on October 10, 2016.You could log in your account on our website, click my order, and find the...
tracing information.If you have any other problem, do not hesitate to contact us. Yours sincerely Lexie
letter-spacing: 0pt;">Thank you for ordering from our website. We’re truly sorry for all the trouble.
I misunderstood the message left by our customer service. Sorry for confusing you. We checked that your parcel had been delivered and all your items had been returned. We have refunded $44.3 (all the money you spend on the clothes) to your credit card. The process of refund usually takes 15-20 business days. Hope you can kindly understand it. About the freight charge, we need you to provide us with the receipt. Our customer service will contact you to talk about this. Please pay attention to the message left by our customer service.
Apologies again for all the trouble. Waiting for your reply.
Complaint: [redacted]
I am rejecting this response because:
Shein.com sent me the same message.I checked with my bank. Absolutely NO refund was made to my credit card. The ID number they are mentioning is a bogus number. Shein.com threatened me yesterday that if I complain to the Revdex.com, they will not refund me my money.
Regards,
[redacted]
Hi dear,Thank you for ordering from our website. We’re truly sorry for keeping you waiting. You placed on 22 July and your order was shipped out on 23 July. We have checked that the shipping label has been created, but the status still hasn't updated. We are truly sorry the trouble. We...
will refund to you. Is it okay for you? Do you want us to refund to your wallet (the money of your wallet can be used for shopping on our website and can also be withdraw to your credit card) or your credit card?Apologies again for all the trouble. Waiting for your reply.
[A default letter is provided here which indicates your acceptance of the business's response. ...
If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi dear, Thank you for ordering from our website. We’re truly sorry for letting you down.And we apologize if our customer service team didn’t perform the way you hoped would. Your item was shipped out on August6.The tracking number is [redacted]. You can get the logistic...
information through this linking. [redacted]/ The standard shipping usually takes 6-8 business days. It normally updates the logistic information after7 business days when the label created. That is to say, the logistic information will update after your package arrives in your country. Please understand it kindly. Apologies for all the trouble and hope you will receive the order soon!
We have contacted the customer via email and phone to obtain the correct order number. We have only showed 1 order in our system that was placed on 11/21/15 for the amount of $60.32. Waiting on the customer to respond back to our email so that we may proceed accordingly with the return of her items...
and process the refund. Once the refund has been processed we will send her a screenshot of the refund transaction for her records. Please let me know if you need any more information from Shein. Thank you and have a wonderful day!
I ordered six items from the US website. That was easy enough and I liked the prices. I got the items in a reasonable timeframe. Once I received my order, I tried on all the clothes. Only two items I needed to return. One because of the fit the other I had received with light, blue and black smudges on them. Based on the information on their Return Policy page on the website, I submitted a ticket for the return and refund.
The first thing I thought was odd was they sent me a message back saying they wanted to see pictures of the item that had smudges on it. I complied and tried to upload them on the ticket. There was a problem with trying to upload them on the ticket so they told me to email them. In the meantime, a representative sent me a message on the ticket saying to keep the damaged item and they'd refund me "35% of the coupons as compensation" whatever that means. I rejected that saying I just want to sent both items back for a refund. They said they would accept my refund but just wanted to see photos first. I told them I had emailed them to an email address that a chat representative gave me.
So to try to shorten this, I have spoken with whatever representative answers the ticket messages, a representative that answers the emails, and a chat representative. SheIn has gone back and for saying they would give me a refund then telling me to keep the item for some sort a small partial refund (even today, they said to keep it and they would give me $5 back).
I am fed up with them. This is the worst customer service experience I think I've had with any company (and I'm an [redacted] customer!). I will never order from them again.
Dear [redacted],
Thank you for ordering from our website,and we are so sorry for keeping you waiting.
We checked your order,except the item (blouse[redacted]),we have already shipped out your package,now the package is on the way from our warehouse to the Fedex center.Normally it takes 3-5...
business days. Please kindly wait a few days.And about the item (blouse[redacted]),do you want to cancel it? Please let us know.
Apologize again for keeping you waiting,if you have any other concern,do not hesitate to contact us.
Yours sincerely[redacted]
Dear customer,
Thank you for ordering from our website, and we are so sorry for keeping you waiting.
Normally, it takes us 3-7 business days to process the order, and your package has been shipped out on October 10, 2016.
You could log in your account on our website, click my...
order, and find the tracing information.If you have any other problem, do not hesitate to contact us.
we tried to contact the customer about this complaint but has not received a response back. here is the correspondence that we sent the customer. Resolution with Shein from Revdex.comFrom:[redacted]Date:Thursday, Feb 1, 2018 3:27 AMTo:[redacted]Hello...
[redacted]I apologize for the issues you have had with Shein.com. I see that you would like to return the dress and get a refund since we were not able to replace the dress you ordered. For India, you have two options for return. Here are the instructions.1. If you need a pick up service, please refer the following info as an instruction. Please log into SHEIN account via your phone browser ([redacted]) >>click " MY ORDERS". (Not the app or computer browser) You may refer the attached pictures as an instruction. Then you can see the "RETURN Items" button and please choose which items you want return Then you can get the pick up service. 2. If you want want to return your parcel via your local shipping carrier, here is the shipping address Recipient: [redacted] Phone:[redacted] Address:[redacted]You will receive an authorization number for the return and please include that in your package.Please let us know what your PAYTM or your bank account information so that we may process the refund. Please choose the pick up option so that we may refund you for the return shipping. Please let me know if there is anything else I can assist you with.------------------Thank you[redacted]Operations ManagerShein.com
[A default letter is provided here which indicates your acceptance of...
the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted],I hope this email finds you well today. Our team has reviewed the order [redacted] and this has been purchased with your Shein Wallet points for the amount of $47.00. We will be processing a full refund this order and placing the points back to your account today on 12/12/17, you...
will see the points reflected to your account within 24 hours. I would like to thank you for bringing this issue to our attention, as it will help us improve our logistics and quality control. Please accept my sincere apology on behalf of our company. I am very sorry to learn that your experience with our online Customer Service Representatives, was less than adequate. They should have handled the situation differently and provided more information in regards to your order to confirm and verify when you had contacted our team. As of today we are already discussing adding orders paid only with the Shein Wallet Points to be noted by our fraud prevention department to be further verified. I will be sending you a separate follow up email once your refund has been processed with a screenshot of the points added to your account. Please do not hesitate to contact me if you have any questions or concerns regarding your refund. Thank you and have a wonderful day! Warm Regards, Elizabeth B. Shein Customer Service
Complaint: [redacted]
I am rejecting this response because:
They received my return and have not refunded my purchase or duties / shipping paid as was promised.
Regards,
Kelly [redacted]
We have responded to the customer with the following: " Dear [redacted]I hope this email finds you well today. I would like to apologize on behalf of our company for all of the issues you have had with your order. Currently we are making major improvements with our customer service,...
quality and logistics departments. We have shipped your order within the 3-7 business days we allow for processing time. Our packages may ship from different warehouse locations, depending on where the stock of the item is located.For this order the package was shipped from our China warehouse and was randomly selected at customs. This is why the package did not show any update until it had been cleared from customs on 03/12/18. Unfortunately, we do not have much control over the package once this has been picked up by the courier. We sincerely apologize for any inconvenience this may have caused.I see from the tracking history the order has been delivered on 03/12/18. Please keep the item, as we do not want to troubles you further with this order. Also, we have processed a refund back to your original form of payment on 03/09/18, which I have provided the screenshot for your records. Please let me know if you have any questions or concerns. I hope to hear form you soon. Thank you and have a wonderful day!"
I placed an order with Shein I waited over a month to receive my
Order when I got it every item was of awful quality and looked nothing like the photos. So sheer you couldn't even wear them and so cheaply made it made [redacted] and [redacted] product look like it was from [redacted] When I requested a return I was informed I had to pay for return shipping so I had to pay $13 for rerun shipping and am still waiting for a refund a week later
Hello I have reached out to the customer with the refund. Here is our correspondences. From:yulanda<[redacted]>Date:Tuesday, Feb 20, 2018 2:35 AMTo:[redacted]>Hello [redacted]Thank you for speaking with me on the phone. Per our phone...
conversation, I have requested a refund back to your original form of payment. We did do a $15 refund instead of a $16 refund because that is how much the top you refunded cost. I have added a screenshot of both the top you refunded and the refund to your cc. Please let me know when you have received this refund and please also let me know if there is anything else I can assist you with. Hope to hear from you soon!------------------Thank youYulanda M*Operations ManagerShein.com
Dear,Sorry about your situation, and we have double checked your refund, we do have refunded to you on August 16th, below is the screen shot for your reference. So would you please kindly check your account again.Apologies again about all the troubles.Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thank you for ordering from our website.Please kindly note, the dress you bought is $12.You paid $12.9 for express shipping, we shipped the package to you by express shipping, and another $1.99 is shipping insurance, so that you could get the free return.If you have any other...
concern, do not hesitate to contact us.SHEIN Customer Care
Dear customer,Thank you for ordering from our website, and we are so sorry for keeping you waiting.Normally, it takes us 3-7 business days to process the order, and your package has been shipped out on October 10, 2016.You could log in your account on our website, click my order, and find the...
tracing information.If you have any other problem, do not hesitate to contact us. Yours sincerely Lexie
Hi dear,
letter-spacing: 0pt;">Thank you for ordering from our website. We’re truly sorry for all the trouble.
I misunderstood the message left by our customer service. Sorry for confusing you. We checked that your parcel had been delivered and all your items had been returned. We have refunded $44.3 (all the money you spend on the clothes) to your credit card. The process of refund usually takes 15-20 business days. Hope you can kindly understand it. About the freight charge, we need you to provide us with the receipt. Our customer service will contact you to talk about this. Please pay attention to the message left by our customer service.
Apologies again for all the trouble. Waiting for your reply.
Complaint: [redacted]
I am rejecting this response because:
Shein.com sent me the same message.I checked with my bank. Absolutely NO refund was made to my credit card. The ID number they are mentioning is a bogus number. Shein.com threatened me yesterday that if I complain to the Revdex.com, they will not refund me my money.
Regards,
[redacted]
Hi dear,Thank you for ordering from our website. We’re truly sorry for keeping you waiting. You placed on 22 July and your order was shipped out on 23 July. We have checked that the shipping label has been created, but the status still hasn't updated. We are truly sorry the trouble. We...
will refund to you. Is it okay for you? Do you want us to refund to your wallet (the money of your wallet can be used for shopping on our website and can also be withdraw to your credit card) or your credit card?Apologies again for all the trouble. Waiting for your reply.
[A default letter is provided here which indicates your acceptance of the business's response. ...
If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi dear, Thank you for ordering from our website. We’re truly sorry for letting you down.And we apologize if our customer service team didn’t perform the way you hoped would. Your item was shipped out on August6.The tracking number is [redacted]. You can get the logistic...
information through this linking. [redacted]/ The standard shipping usually takes 6-8 business days. It normally updates the logistic information after7 business days when the label created. That is to say, the logistic information will update after your package arrives in your country. Please understand it kindly. Apologies for all the trouble and hope you will receive the order soon!
We have contacted the customer via email and phone to obtain the correct order number. We have only showed 1 order in our system that was placed on 11/21/15 for the amount of $60.32. Waiting on the customer to respond back to our email so that we may proceed accordingly with the return of her items...
and process the refund. Once the refund has been processed we will send her a screenshot of the refund transaction for her records. Please let me know if you need any more information from Shein. Thank you and have a wonderful day!
I ordered six items from the US website. That was easy enough and I liked the prices. I got the items in a reasonable timeframe. Once I received my order, I tried on all the clothes. Only two items I needed to return. One because of the fit the other I had received with light, blue and black smudges on them. Based on the information on their Return Policy page on the website, I submitted a ticket for the return and refund.
The first thing I thought was odd was they sent me a message back saying they wanted to see pictures of the item that had smudges on it. I complied and tried to upload them on the ticket. There was a problem with trying to upload them on the ticket so they told me to email them. In the meantime, a representative sent me a message on the ticket saying to keep the damaged item and they'd refund me "35% of the coupons as compensation" whatever that means. I rejected that saying I just want to sent both items back for a refund. They said they would accept my refund but just wanted to see photos first. I told them I had emailed them to an email address that a chat representative gave me.
So to try to shorten this, I have spoken with whatever representative answers the ticket messages, a representative that answers the emails, and a chat representative. SheIn has gone back and for saying they would give me a refund then telling me to keep the item for some sort a small partial refund (even today, they said to keep it and they would give me $5 back).
I am fed up with them. This is the worst customer service experience I think I've had with any company (and I'm an [redacted] customer!). I will never order from them again.
Dear [redacted],
Thank you for ordering from our website,and we are so sorry for keeping you waiting.
We checked your order,except the item (blouse[redacted]),we have already shipped out your package,now the package is on the way from our warehouse to the Fedex center.Normally it takes 3-5...
business days. Please kindly wait a few days.And about the item (blouse[redacted]),do you want to cancel it? Please let us know.
Apologize again for keeping you waiting,if you have any other concern,do not hesitate to contact us.
Yours sincerely[redacted]
Dear customer,
Thank you for ordering from our website, and we are so sorry for keeping you waiting.
Normally, it takes us 3-7 business days to process the order, and your package has been shipped out on October 10, 2016.
You could log in your account on our website, click my...
order, and find the tracing information.If you have any other problem, do not hesitate to contact us.
Yours sincerely
Lexie
we tried to contact the customer about this complaint but has not received a response back. here is the correspondence that we sent the customer. Resolution with Shein from Revdex.comFrom:[redacted]Date:Thursday, Feb 1, 2018 3:27 AMTo:[redacted]Hello...
[redacted]I apologize for the issues you have had with Shein.com. I see that you would like to return the dress and get a refund since we were not able to replace the dress you ordered. For India, you have two options for return. Here are the instructions.1. If you need a pick up service, please refer the following info as an instruction. Please log into SHEIN account via your phone browser ([redacted]) >>click " MY ORDERS". (Not the app or computer browser) You may refer the attached pictures as an instruction. Then you can see the "RETURN Items" button and please choose which items you want return Then you can get the pick up service. 2. If you want want to return your parcel via your local shipping carrier, here is the shipping address Recipient: [redacted] Phone:[redacted] Address:[redacted]You will receive an authorization number for the return and please include that in your package.Please let us know what your PAYTM or your bank account information so that we may process the refund. Please choose the pick up option so that we may refund you for the return shipping. Please let me know if there is anything else I can assist you with.------------------Thank you[redacted]Operations ManagerShein.com
[A default letter is provided here which indicates your acceptance of...
the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted],I hope this email finds you well today. Our team has reviewed the order [redacted] and this has been purchased with your Shein Wallet points for the amount of $47.00. We will be processing a full refund this order and placing the points back to your account today on 12/12/17, you...
will see the points reflected to your account within 24 hours. I would like to thank you for bringing this issue to our attention, as it will help us improve our logistics and quality control. Please accept my sincere apology on behalf of our company. I am very sorry to learn that your experience with our online Customer Service Representatives, was less than adequate. They should have handled the situation differently and provided more information in regards to your order to confirm and verify when you had contacted our team. As of today we are already discussing adding orders paid only with the Shein Wallet Points to be noted by our fraud prevention department to be further verified. I will be sending you a separate follow up email once your refund has been processed with a screenshot of the points added to your account. Please do not hesitate to contact me if you have any questions or concerns regarding your refund. Thank you and have a wonderful day! Warm Regards, Elizabeth B. Shein Customer Service