SHEIN on Trustpilot: score, complaints and what the numbers show

The TrustScore is the profile's rating on Trustpilot. On October 28, 2026, SHEIN had 3.8, with the label "Great", from 353,435 reviews; 22,625 of them were posted in the last 12 months. The profile is claimed by the company and has a paid Trustpilot subscription, as the page itself states.

The breakdown by star, in the same reading: 59% five stars, 12% four, 6% three, 5% two and 18% one. Five and four stars make up most of the reviews; one star, at 18%, is more than two and three stars combined, and that is where the complaints appear.

Enlarge

The average squeezes all of that into one number. To decide, it is more useful to look at what the low ratings say and how the store responds to them; that is what comes next.

The profile we read, the one for www.shein.com, is global: it does not split reviews by country, and the page does not say how many came from your country or any other. The score mixes shoppers from different countries, with different shipping, delivery times and customs rules.

Trustpilot has regional sites, and the one for the United Kingdom showed the same profile, with the same numbers. We did not open the other regional sites, so this article does not say whether any of them shows anything different.

One piece of context from Brazil, given as a Brazilian figure with its date: on Reclame Aqui, a Brazilian complaints website, SHEIN had a score of 7.5 out of 10 for the six months to September 30, 2026, in a reading on October 28, 2026. Reclame Aqui measures how a company handles the complaints filed there, in Brazil; Trustpilot gathers customer reviews from everywhere. The two numbers do not measure the same thing, and neither one describes your country on its own.

We read the negative reviews visible on the profile on October 28, 2026 and noted the themes, without counting or ranking them. They revolve around the package and the money:

Enlarge

• A package that was lost, stolen or never delivered, sometimes with a delivery photo the customer disputes.
• A refund that took a long time or was denied, including returns the store said it never received.
• Customer service that was slow or answered with templated replies.
• Product problems: size, quality, the wrong item or a missing item.

These are the points where an online order most often goes wrong. For you, they say where to look: the tracking after dispatch, the proof of delivery, the return receipt and the refund request.

The positive reviews visible in the same reading were few, so this is a small sample. Their themes are different:

• Low prices.
• A wide selection.
• Reasonable quality.
• Delivery that went through without problems.

Praise and complaint describe different moments of the purchase: the praise speaks of the catalog, the price and the parcel that arrived; the complaint, of the parcel that did not arrive and the refund that did not come. The score adds both together.

According to the profile, read on October 28, 2026, SHEIN replied to 98% of negative reviews, usually within 24 hours, and the page notes that the company may use AI in its replies.

Replying is not resolving. We did not read the text of the replies, so this article does not say whether they solve the problem for the person who complained. Before buying, open a few one-star reviews on the profile and read the store's reply under each one, especially the ones about packages that did not arrive and about refunds.

The score answers one question, not all of them. Three things the reading of October 28, 2026 does not support:

• That the score applies to your country: the profile is global and does not split reviews by origin.
• That the score measures only the product: it combines product, delivery and customer service in one rating, and the complaint themes we read are mostly about delivery and refunds.
• That the store resolves the complaints: the profile shows the reply rate, 98%, and how fast the replies come; the text of the replies was not read.

On October 28, 2026, we read SHEIN's public Trustpilot profile, without logging in: the score, the number of reviews, the breakdown by star, the reply rate and the visible reviews, which is where the themes came from. On the same day, we read SHEIN's page on Reclame Aqui, in Brazil, for the context paragraph above.

What we did not read: the text of the store's replies, reviews by country, and Trustpilot's other regional sites beyond the United Kingdom one.

Nobody at this site bought from SHEIN for this article. Trustpilot's numbers change every month; check the profile on the day you buy.

Enlarge

Going by Trustpilot, the numbers are these: on October 28, 2026, a TrustScore of 3.8, "Great", from 353,435 reviews, 59% of them five stars and 18% one star, with 98% of negative reviews answered, usually within 24 hours.

The caveats are about scope and theme. The profile is global and does not separate countries, so it says how the store behaves overall, not how an order to your address will go. And the complaints we read are about packages that never arrived and about refunds that were late or denied: that is the part of the purchase where the risk sits, and the score alone does not tell you how often it happens.

The complaints point to what to protect. Buy through SHEIN's official site or app for your country and keep the payment receipt and the tracking number: they show what was paid and where the parcel stopped.

If the parcel does not arrive or the item is wrong, request the refund through the store's own channel, on the site or in the app, and keep the return receipt if you send something back.

Who runs SHEIN in your country and where the company is from is in Is SHEIN legit and safe?.

If you have decided to buy, the SHEIN page on this site takes you to the store. The link is an affiliate link: a purchase may earn Em Casa com Cecília a commission, at no extra cost to you.