Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Shein Online Store presents an experience dominated by fulfilment and refund breakdowns. Product Quality & Value (2.5) is the only theme customers regularly praise, citing affordable, true to size clothing. Delivery, Fulfilment & Logistics (0.9), Customer Service & Support (0.8), and Refunds, Returns & Consumer Rights (0.7) draw heavy criticism around parcels marked delivered but never received, scripted support replies, and refunds withheld for months.
Top Strengths:
- •Product Quality & Value: Satisfied shoppers describe good material quality for the price, accurate sizing, and items matching listing photos. A recurring theme is variety and affordability, though electronics failures, see through fabrics, and checkout price jumps pull the score down.
TrustIndex
2.2
Â
NPS Score
-67
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Shein Online Store
What do customers say about Shein Online Store?
Based on recent customer reviews, Shein Online Store presents an experience dominated by fulfilment and refund breakdowns. Product Quality & Value (2.5) is the only theme customers regularly praise, citing affordable, true to size clothing. Delivery, Fulfilment & Logistics (0.9), Customer Service & Support (0.8), and Refunds, Returns & Consumer Rights (0.7) draw heavy criticism around parcels marked delivered but never received, scripted support replies, and refunds withheld for months.
What is Shein Online Store's biggest strength?
Shein Online Store's biggest strength, according to Hellopeter's AI analysis, is Product Quality & Value. Satisfied shoppers describe good material quality for the price, accurate sizing, and items matching listing photos. A recurring theme is variety and affordability, though electronics failures, see through fabrics, and checkout price jumps pull the score down.
What are the most common complaints about Shein Online Store?
The most common complaint about Shein Online Store, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. Customers consistently report returns collected and scanned at the warehouse, then declared unvalidated or unlogged with no refund for months. Missing item claims are closed as no abnormality, and many escalate to banks, the NCC, or cite the Consumer Protection Act.
Is Shein Online Store trustworthy?
Shein Online Store has a TrustIndex of 2.2 out of 10 on Hellopeter, based on 170 reviews in the last 12 months. Hellopeter has tracked Shein Online Store across 1,247 total reviews. How is the TrustIndex calculated? →
Recent reviews (170)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2023
Missing products
I'm so disappointed I ordered 3 bundles of natural hair with closure then I only received 1 and no closure Some of the items I ordered are missing I even regret why I ordered on SHEIN
1 reviews | Active since Apr 2023
Missing products
I'm so disappointed I ordered 3 bundles of natural hair with closure then I only received 1 and no closure Some of the items I ordered are missing I even regret why I ordered on SHEIN
1 reviews | Active since Jun 2024
R4,000 ****** on SHEIN and No Way to Get Help
Extremely Disappointed with SHEIN's ***** Support My credit card was used **********ly to make purchases of approximately R4,000 on SHEIN without my authorization. What has made this situation even worse is the complete lack of accessible customer support. There is no clear way to report *****, no direct customer service assistance, and no urgent channel for victims of unauthorized transactions. For a global e-commerce company processing millions of transactions, it is unacceptable that customers facing potential ***** are left with chatbots, automated responses, and dead ends. When someone's money has been ******, they need immediate human assistance, not a frustrating maze of self-service options. The ********** transaction is concerning, but the inability to report it properly is even more alarming. Customer security should be a priority, not an afterthought. Until SHEIN improves its ***** reporting process and provides real customer support, I cannot recommend this platform. A company that makes it easy to spend money should make it equally easy to get help when something goes wrong. sies.
1 reviews | Active since Jun 2024
R4,000 ****** on SHEIN and No Way to Get Help
Extremely Disappointed with SHEIN's ***** Support My credit card was used **********ly to make purchases of approximately R4,000 on SHEIN without my authorization. What has made this situation even worse is the complete lack of accessible customer support. There is no clear way to report *****, no direct customer service assistance, and no urgent channel for victims of unauthorized transactions. For a global e-commerce company processing millions of transactions, it is unacceptable that customers facing potential ***** are left with chatbots, automated responses, and dead ends. When someone's money has been ******, they need immediate human assistance, not a frustrating maze of self-service options. The ********** transaction is concerning, but the inability to report it properly is even more alarming. Customer security should be a priority, not an afterthought. Until SHEIN improves its ***** reporting process and provides real customer support, I cannot recommend this platform. A company that makes it easy to spend money should make it equally easy to get help when something goes wrong. sies.
1 reviews | Active since Oct 2026
There products are quality And good materials and smells nice 👌
There products are quality And good materials and smells nice 👌
1 reviews | Active since Oct 2026
There products are quality And good materials and smells nice 👌
There products are quality And good materials and smells nice 👌
1 reviews | Active since Oct 2026
Never Refunded For Undelivered Order
Almost 2 years of trying to get my refund after my order was apparently delivered to the wrong address. I updated my delivery way before my package could get to SA, I knew I wasn't gonna be at that location for a month or so so I changed it my home address. Suddenly my package was marked as delivered although I didn't receive any call to inform me that the delivery was outside. Someone completely unknown signed for my package & the logistics company gave it to him without verification of some sort. Asked the alleged person if they received any package & they said they didn't. TIL this day my money went into thin air because of negligence from both Shein & the logistics company.
1 reviews | Active since Oct 2026
Never Refunded For Undelivered Order
Almost 2 years of trying to get my refund after my order was apparently delivered to the wrong address. I updated my delivery way before my package could get to SA, I knew I wasn't gonna be at that location for a month or so so I changed it my home address. Suddenly my package was marked as delivered although I didn't receive any call to inform me that the delivery was outside. Someone completely unknown signed for my package & the logistics company gave it to him without verification of some sort. Asked the alleged person if they received any package & they said they didn't. TIL this day my money went into thin air because of negligence from both Shein & the logistics company.
1 reviews | Active since Oct 2026
SHEIN has my returned parcel since 03 Oct but refuses R552 refund
Order *** R552 Parcel *** PAXI *** Itsoseng never arrived. DPD tracking shows 02 Oct *** Returned to sender and 03 Oct 14:22 Delivered to *** Johannesburg - SHEIN has my parcel since 03 Oct. I went to Pep Itsoseng, no parcel, no PIN. SHEIN ticket *** closed 11 Oct by Grace saying cannot accept evidence. But tracking proves SHEIN warehouse has it. I want refund R552 to Capitec card ***. Account ***
1 reviews | Active since Oct 2026
SHEIN has my returned parcel since 03 Oct but refuses R552 refund
Order *** R552 Parcel *** PAXI *** Itsoseng never arrived. DPD tracking shows 02 Oct *** Returned to sender and 03 Oct 14:22 Delivered to *** Johannesburg - SHEIN has my parcel since 03 Oct. I went to Pep Itsoseng, no parcel, no PIN. SHEIN ticket *** closed 11 Oct by Grace saying cannot accept evidence. But tracking proves SHEIN warehouse has it. I want refund R552 to Capitec card ***. Account ***