Aussies Frustrated by Global Retailer as Complaints Rise

Customer Frustrations with Shein’s Delivery Service

Frustrated customers of one of the world's largest online fashion retailers have voiced their dissatisfaction with the poor delivery service, claiming they have waited weeks for their orders. Zayna Fletcher shared a video last month after waiting two weeks for her parcel from Shein, delivered by courier, iMile.

The delivery service has received hundreds of negative reviews since being chosen by the fashion retailer as its delivery provider in Australia. While Ms. Fletcher's package was sent by Shein to Australia without issue, once it was handed to iMile on August 28, she began receiving notifications about address issues.

"I got an email basically saying that my address was incorrect and they couldn't deliver it, so it was gonna be delivered the next day," Ms. Fletcher said. "Fast forward to August 29, I got the exact same email saying that it wasn't being able to be delivered because of an insufficient address."

"But when you copy and paste my address into Google, it comes up fine. It's the correct address, nothing's wrong with it." Ms. Fletcher continued receiving the same email for the next three days, until the package finally arrived on September 2.

While the issue was eventually resolved, the whole saga left a bad taste in her mouth. As the owner of a small business, Petite Perfume, Ms. Fletcher told Daily Mail she understands the importance of looking after customers and is disappointed a large retailer like Shein chose a courier with so many complaints against it.

"I've never had any issues in the past, but since Shein started using iMile as a courier service I've had lots of people tell me these issues are happening to them as well - iMile not delivering packages on time, iMile delivering packages in the middle of the night," she said.

"It's so unfortunate as Shein is such a large company and they have been around for so long. They've had lots of complaints but aren't changing anything or going back to delivering with Australia Post."

Hundreds of commenters under Ms. Fletcher's TikTok video said they'd also waited several weeks for their packages, with one writing that an iMile courier arrived at their home at 10:30 pm. Dozens more customers have left one-star ratings on iMile's Google page. In the past week alone, iMile has received eight negative reviews.

"Absolutely terrible. Dishonest and pathological liars," one wrote. "Two packages were marked as incorrect address at 9pm one night, yet previous deliveries with the exact same address were fine. Going forward, I will be paying extra to order things from stores that don't use this company."

"This delivery company is so terrible, I would try to avoid at all costs if possible," another said. "After making multiple complaints, I received three emails stating that my delivery was rescheduled for delivery. Now it says my parcel is missing. How did it go from out for delivery to missing? I have no hope this package will arrive."

Daily Mail has contacted iMile, Shein, and the Australian Competition and Consumer Commission for comment.

Common Complaints and Impact on Customers

Several common issues have emerged from customer experiences with iMile:

• Delays in delivery, with some customers waiting weeks for their packages.
• Inconsistent delivery times, with some packages arriving in the middle of the night.
• Address-related issues, even when the address is correct and verified through other services like Google Maps.
• Lack of communication from the courier, leading to confusion and frustration.

These issues have significantly impacted customer satisfaction, especially for those who rely on timely deliveries for their businesses or personal needs.

Industry Reactions and Calls for Change

The situation has sparked calls for change within the industry, with many customers expressing disappointment in Shein's decision to use iMile as a delivery provider. Some have even decided to avoid purchasing from Shein altogether, opting for other retailers that offer more reliable delivery services.

As the controversy continues, there is a growing demand for transparency and accountability from both Shein and iMile. Customers are urging the companies to address the concerns raised and improve their services to better meet the expectations of their users.