Missing items, Unresolved refund and Very Poor Customer service

I placed an order with Shein in September 2025 for several items for an event. The parcel arrived within two weeks, but one item was missing. I immediately contacted customer service, provided photos, and explained that the item was not in the package. Despite this, Shein refused to take responsibility. I kept receiving scripted replies telling me to “check the bag” or contact the courier — which I had already done. My purchase was with Shein, and it’s disappointing that the issue was dismissed instead of resolved. To date, I haven’t received the missing item or a refund. This experience has completely undermined my trust in Shein. Worse still, the same thing happened to my cousin two weeks ago. Her order was marked as “delivered,” but she never received it. She was given the same scripted replies. She had saved for months to buy her daughter’s prom dress and decorations — it’s heartbreaking. I am done with Shein