My shein order had not been delivered in the promised timeframe and there was no tracking update. On 5 May I got in touch with them - live chat is the only option - and it's slow and cumbersome. Instead of taking 2 minutes to send an email, you have to spend ages on a live chat with someone who has zero interest in helping. The person on the live chat promised to raise the matter with the courier, and also asked me to wait until 8 May as the order should still be delivered. I tried to explain to the person (their name is Jek) that Evri doesn't deliver on Sundays and bank holidays, but the agent used canned responses. Obviously a waste of my time. So I thought I'd reach out on Monday (8 May, bank holiday) as nothing could be delivered by then anyway. When I contacted them on 8 May, I had to live chat with someone named Sam who used similar canned responses. Sam said they would raise this matter with the courier now and this would take 7 days. I asked why this wouild take another 7 days from now, considering I had been in touch 3 days ago already. Sam said they had no record of any previous chat. This is, of course, very worrying. Poor customer service and poor record-keeping. Where would the last chat have gone? Does Shein not have systems in place to ensure that live chats are allocated to the right orders and accounts? Or can their agents delete live chats or manipulate them in a way that they're not saved in the right customer account? How is this possible considering that you have to log into your account first and then select the order you're enquiring about before you can even start a chat? When Sam suggested that I may have reached out via another account, I wasn't impressed. I have one account with Shein, and I only placed 1 order. Why would Sam assume that I logged in with email address X to see an order placed with email address Y? Does Sam just have no common sense at all or is Shein not protecting the details of their customers at all if they think that you can log in with one email address and access order details from an account belonging to a different email address? I have no doubt that this won't end well and that I will have to ask for a refund in a week from now. This was my first and last order from Shein. At least this time I have taken a screenshot of some of the conversation with Sam. So if Sam, just like Jek, does nothing despite promising to escalate the matter to the logistics team and if Sam, just like Jek, deletes the chat (which is rather shameful if this is possible and if Shein have no internal systems and controls in place to prevent this), I still have a piece of evidence of the live chat from today. All in all, I do regret ever looking at Shein's website. I thought they were a bit shady anyway, and I'm glad I didn't enter my card details - I thought, you know what, let me pay by PayPal, just in case. And I'm glad I paid by PayPal! Because of Shein's either poor-record keeping or their staff manipulating records (it has to be either of the 2) I've changed my PayPal login since. And fortunately, the phone number linked to my PayPal is not the same phone number I used on the order. Based on my experience, I would absolutely not recommend Shein at all. If you must try your luck with them, use a payment method that allows you to change your login details, back-up phone number quickly and easily. Also, make sure you have a throwaway email address for Shein. I'm glad I gave them a random email address I use for newsletters and nothing important.