SHEIN Customers in Israel Report Frustration with Bot-Dominated Customer Service
Translated & summarized from Behadrei Haredim by baba
Israeli customers of the online retailer SHEIN are complaining about the company's customer service, which they say is dominated by automated bots that hinder resolution of issues like refunds. One customer, Alisa Cohen, reported a 500 shekels refund delay and inability to reach a human representative. Similar complaints have appeared on social media, though some customers report normal service. Customers are advised to contact credit card companies for unresolved refund issues.
The story in 6 lines · by baba
- SHEIN customers in Israel are complaining about automated customer service bots preventing refunds.
- Alisa Cohen reported a 500 shekel refund delay and inability to reach a human representative.
- Customers face issues with courier pickups and extended delays for returned items.
- Similar complaints have been posted on the "SHEIN Israel" Facebook group.
- Some customers have reported normal, successful refund experiences.
- Customers are advised to contact credit card companies for unresolved disputes.
Israeli customers of the online shopping giant SHEIN are expressing significant dissatisfaction with the company's customer service, particularly regarding difficulties in obtaining human assistance for issues like financial refunds. Instead of speaking with a representative who can investigate package returns, customers report being met with an automated bot that repeatedly provides the same unhelpful responses. This issue was highlighted by "Israel Hayom" on Tuesday.
One customer, Alisa Cohen, who frequently orders clothing for her family totaling around 2,000 shekels per purchase, described a shift in service. Previously, she enjoyed a simple return process involving a courier pickup and a refund within two to three weeks. However, an order placed in July led to complications when a scheduled courier failed to arrive for seven items she wished to return. After a two-week delay and her own outreach, a courier eventually collected the package, but the refund did not materialize.
Cohen's subsequent attempts to resolve the issue through customer service resulted in automated messages stating the package was undergoing sorting and quality control, with a promised response within a week. When she followed up, she received the same automated reply. Two weeks prior to the report, she was informed that the return period had expired. "There's no one to talk to because it's a bot. We're talking about 500 shekels, and that's a lot of money," Cohen stated, adding that she has informed the company she will not place further orders until her money is returned.
Similar complaints have surfaced on the Facebook group "SHEIN Israel," with other customers reporting missed courier pickups, closed return options despite repeated contact, and unreceived refunds of approximately 250 shekels. The core problem for these customers is the lack of accessible support to understand and resolve return delays.
However, not all customers have experienced these difficulties. Some users on the same Facebook group have shared positive experiences, reporting timely courier pickups and successful refunds. For those who have not received refunds, the advice given is to contact their credit card company to dispute the transaction, emphasizing the importance of retaining proof of return requests, pickup confirmations, and all customer service correspondence.