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.