Shopee
Reviews and Complaints

I recently purchased a dining deal from Shopee. The deal’s terms and conditions did not mention that it was limited to dine-in only. However, when I attempted to redeem it for take-away, the seller refused and insisted that it was strictly for dine-in.

When I raised this issue with Shopee, they sided with the seller. Their justification was a vague clause in the terms: “The management reserves the right to change any terms and conditions in its sole and absolute discretion.” Based on this clause, Shopee claimed that the seller could impose new restrictions, even after purchase.

I requested a cancellation and refund, but Shopee rejected it, citing a “strictly no refund” policy on dining deals — even when the terms were changed post-purchase. They also confirmed that sellers are allowed to impose additional charges (e.g., 10% service charge and 9% GST), even if these were not disclosed at the time of purchase.

This experience highlights serious issues with Shopee’s dining deals: vague clauses that favor sellers, a lack of buyer protection, and poor transparency around costs. Buyers should be cautious — sellers can alter deal terms after purchase with Shopee’s full support, leaving consumers vulnerable to unfair practices.

So once again, we were tried to retrieve our parcel from the Shopee courier who never sent any message to us nor contacted us in any way. We had sent out several messages to other Shopee couriers to gain any information on where our parcel was located or who had the parcel but no response at all! And then we saw that the courier added a message in Shopee that he allegedly could not contact the recipient- NOT TRUE AT ALL! Our mobile had no missed calls nor text messages! We physically went to the Shopee hub to get our parcel. The Shopee hub refused to give us our parcel and said we have to contact the courier rider! They gave us the name and mobile of the courier [Julius Cielo, [protected]]. We tried calling him 3 times while at the Shopee hub and he hung up on us (witnessed by Shopee guard and Shopee employee laughing right in front of us,{have video}). Then the courier rider sent a text message saying his mobile had low power and he was in CEBU! Not sure why the Dumaguete courier rider was in Cebu instead of delivering our parcel to our Dumaguete address nor allowing us to just pick up our parcel at the Shopee hub. Then the Shopee Courier returned our parcel to the seller without allowing us to pick up the parcel after knowing we were physically there at the HUB requesting our parcel. Who wins with this type of business process?! This process seems void of any good communication and should not be expected nor accepted in any professional business online transactions! Since this seems to happen all too often and reporting it to Shopee seems laughable, we will simply thought its best to report these Shopee incidents to any and all who are equally disappointed with this issue. And most likely, we expect Shopee to block our purchases and/or cause issues with our deliveries like they have done to so many other customers who dared to complain. Seems childish...but still sadly realistic...=)

Seems like Shopee needs to have an alternative delivery outlet similar to LBC, where customer can pick up parcels safely without depending on irresponsible couriers...it could be as simple as a text message to the customer to retrieve their parcels within a certain time frame or it will be returned. seems like that would save both time and money and create a less hectic and challenging delivery schedule for both courier and recipient...

I felt cheated that this parcel show deliver but it was not. Adding on your colleague did a lousy job to "investigate".

All in all, there is no message to me that this parcel be arriving and there is no photo of it (see photo example) sent to me.

All walker will do this step to notifies buyer and obviously this walker is a cheat. Although the purchase it is not much but shopee integrity should not be compromise by such. Hope to hear from your side soon. Tks you

I was scammed in a fake dropshipping Shopee platform. Someone invited me into creating a merchant account and it all turned out to be fake. Once there is an order in your account, you have to fulfill the order by funding it first, and after order is completed, you will receive capital plus profits. At first, it will really come back but then as days pass by, the orders were too much for me to handle and I could not process the orders anymore because it was bulk orders and the amount was too big for me to fund. Once I decided to close the store, customer service will not allow as you have to process pending orders first before you can close your store. If you do not process pending order, then your capital and profits will be frozen. I did not proceed to process the last pending order as I cannot handle the capital outlay anymore, I was scammed for about USD 6,000-7,000 dollars.

Was informed on 4 march out for delivery. Will b deliver by 4 march. Did not deliver on 4th march. On 5 march messaged out for delivery n delivered by 5 mar. Did not deliver on 5th mar
As milk is in van under hot sun i reject to accept item n raised refund. Told would update me by 11 march.
Shopee got info all mixed up. I emailed 15 times. Internet call more than 10 times. Active agent more mote than 10 times. Request mgr call bk. Been waiting for 2 days.
Issue still not afdressed. Still waiting for mgr csll bk.

I have an issue with my account that preventing me from checking online products, Shopee Mall, my followed shops, and my likes. Screen also keeps showing "Page unavailable". This issue started around 7:30AM [protected]).

I have contacted customer service 5 times already (wow) after doing the troubleshooting steps and submitted the screenshots and video recordings they asked and I was told that the issue is already processed by the technical team and also asked twice to wait 24-48 hours each time I asked for an update after waiting period (big wow). I only found out last night that there has been no progress at all after they asked me to submit again a video recording of me doing the troubleshooting steps (biggest wow).

As of checking now [protected]), issue is still unresolved and no updates from their customer service at all even after I warned them that I would file a complaint if nothing changes.

I've been scammed out of R5000 on 02 June 2024. I registered on shopee to make extra income. You complete task to make a profit. They let you pay a certain amount to a distributor and then tasks are completed, however on the third task they asked for r12000, money that I do not have and I explained this to them and they said they can not help me and now I've lost all my money and there's no way to get it back.

Please help me. I Lost my phone with my shopee account. I cannot use other devices because I forgot my user name and password...what should I do. I have to pay my shopee pay later and shopee loans bu I dont have my access.please help me..

[protected]@gmail.com is my new email

lost mobile is [protected]

Rechilda Gonzales

with address Balete Bacon District Sorsogon City

Please help me so I can pay my payables

I have not received my payments although the estimated released date should be on 21/03/2024. Usually whenever orders completed , it only took at least 3 days to settle the payments. For this case , I had contacted the customer services twice , all I got is excuses (will further the issue to related teams/ already take actions and bla bla bla) . I dont need excuses as I have the right because thats my money ! I have a lot or orders on queue but I afraid the same mistakes will arise . Please be professional and fix the problem ASAP!

I have an unsettled Spaylater bill but my account is not accessible. They said that it was due to the multiple/abusive use of vouchers. I have tried sending an appeal but I can't use my national ID because their system wasn't accepting it because of some problem with the picture. My spaylater bill is now overdue but I still have no idea how I am supposed to pay it.

hi.. can I report an incident here in negros. cadiz city hub dlivery rider attempt to deliver my package, I waited from morning to afternoon. but no dlivery happened. then I saw that the rider put a remark that attempt was unsuccessful. 2nd dlivery was 6pm and 3rd was 7pm.. then the rider returned my package to sender due to unavailability daw... but I have waited my package but nothing comes.

You sent

[protected].. this is the number of the delivery rider.. tamad ng delivery rider.. ayaw na pumunta xa address na nka lagay xa package... gusto nla, cla nlg puntahan.

This happened to our place many times. Marami na nagrereklamo xa mga riders ng cadiz city hub negros occidental.. mga tatamad ng mga riders. akalain mo tamad na mag dliver, lagay nlg agad na dlivery attempt was unsuccessful due to unavailability of customers.

I ordered item ledstar_ph store but one item was missing in my order. SPX Express

SPEPH048013591112 they don't send my replacement instead they ask me to order a cable protector and they told me just process the order because they will place the replacement for the missing item they sent on my first order but they will refund the amount it will cost but unfortunately it did not happen.

ORDER ID. 24021196BDDD7S

I still did not have the item that I already paid for

Ive been using Shopee for my online order. All along I have no issues either with the orders or J&T. However since Jan 2024, orders which assigned to J&T was missing. 3 times parcel lost. and J&T doesnt even bother to update not a single thing. and this is a huge dissapointment for us buyers. and just recently, ive make a new order. assigned to J&T. Item suppose to arrive by 19th Feb. Till date no updates. The previous incident also like this and I can confirmed that my this order its lost also.

Please find the main culprit on why we as buyer are facing this issue.

It cant be ongoing and im sure im not the only customer who complaint.

We have no option to select our courier. Its all from the seller.

It was happened long time ago last june 2023. About the parcel that I delivered but the cs refused to accept because accrding to him he found another cellphone which is lower price. So bring back his parcel and had to onhold it.. Upon onholding, the hub received it. But now I suffer this claims which I have to pay thru salary deduction because of this parcel. Accrding to my hub lead the parcel received by the seller was not anymore a cp, it was a stone. I dont have any idea of this one. The hub made me an initial report that I have a wrong tagging for this parcel. The reason there was wrong pod. My problem now is why I have to pay for that claims or lost item in fact the hub in holding ara received the parcel which I onhold. Pls help me with this matter because its very expensive 27k.

Good day!

I am reaching out to you as my last resort as the Customer Service team of Shopee Philippines is of no help. A supervisor has just disconnected with me, her name is Faye. I do not know what the last name initial is, because they would not give it to me. And as of this writing, I am online with one of the Account managers, her name is Darlene who is worse than Faye. She's been so inconsistent with the information she's giving me.As a back story, my item has been in the delivery hub since Feb 3 and until now has not been assigned to a delivery personnel. I contacted the customer service on Feb 4 and asked them to escalate. The rep told me she would create a ticket. I followed up the next day only to find out that no ticket was created. I then asked for a supervisor and that's when I got Faye, She told me to hold and she'd check the previous conversation with the agent and then she did not get back and disconnected with me. I then got Darlene, a manager who's been telling me lies starting with telling me that they can't do anything because it's a courier issue. Again, it has not been assigned a courier yet or a delivery personnel. Reaching out to you to make this right as I don't know who else to get this concern to. I am planning to file a complaint too to the Consumer Trade and Industry Desk for all the inconvenience. I have been on the line with Darlene for almost 3 hours accomplishing nothing.

Reference number: [protected]

I’m complaining about the Shopee rider, riding a motor cycle with shopee food delivery bag at the rear of his motorcycles.

29/01/2024 Monday 1943 hrs, while I’m driving along jalan kuching from KL heading to kepong, incident location: under the jalan duta roundabout.

I was driving at the right lane within my lane. The motorcycle overtake my car from the left side of my vehicles, he slammed my vehicles left side mirror without any reason. After noticing this incident, I honk at the said motorcyclist, and wanted to stop him with an intension to request a conversation.

He refuse to stop and start pointing middle finger on the air representing a very rude gesture.

After that, I immediately stop at the road shoulder and check for the damage of the said side mirror. I notice that the side mirror are unable to function with its adjusting motor which assist to adjust the viewing angle from the control panel.

I’m lodging this report demanding for the below.

1) pls educate your rider to behave on the road.

2) requesting an explanation from the rider why he is doing so.

3) demanding on the compensation to repair the damage on my vehicles.

Pls acknowledge the receipt of this complain ticket by reverting to my email as below.

[protected]@gmail.com

Jan 20 2024

I try to register and to verify an account so i can have shopee pay.

Jan 23 it says that it is rejected because its blurred/ has glare etc.

I tried to call them for follow up like that, it says that they will raise my issue etc.

The same day i register again i comply again, i follow up etc.

After 3 days i received a notif to them it says mismatched identification!

Wth with you guys i comply with all of your demands and then you will reject me again i waited for too long for this, you sucks guys!

Im so tired of your customer service.

I have applied for Sloan amounting to 3,500 and was credited to my shopee pay account. Since I won’t be able to use it for emergency needs with just shopee pay I have decided to transfer it to my gcash account. Upon checking it appears that the funds were transferred to a wrong number. The last 4 digits of my gcash account was 4921 however it was mistakenly transferred to 4951 based on the history of transactions. Right after seeing that error I immediately asked assistance on how can I retrieve the funds with shopee at the same time I have also tried calling the number but it only says that the number is incorrect which means it’s not an active phone number. I have requested for them to provide me the full phone number since they would wash their hands and would simply blame it on my lapses of not checking the actual number before transferring the funds. I’m not asking them to resolve it by contacting whoever may have received the funds but for them to provide the number that I have listed. They would go on about data privacy which doesn’t make sense because I was the one who have transferred the money and not the other way around. I was the one who have listed the incorrect number which means the information came from me and I’m not just phising it for fraudulent reasons. It’s a total headache knowing that it was even a loan to begin with and yet up until now I have not received the funds back and they would expect me to pay for the loan that I have never even received. I want to know where can I report this? I’m already desperate to get this remediated.

Case 1:

I as seller, sell my product as per customer order & shopee system just pop up parcel damage not to delivery to customer & parcel also no return back to seller.

Do dispute to shopee request prove of parcel damage. Shopee unable to prove. Keep request prove from seller.

Seller provide via email. When different pic of customer serve the case request again the evidence!

Case 2:

Shopee offer free return / cod to customer.

Customer don't like the product after received & return parcel to seller.

I as seller, always receive wrong parcel which is not sell by us!

Besides, do dispute >seller provide via email as per request. When different pic of customer serve the case, request again the evidence!

Further more, charges the reverse shipping fee to seller.

By right our item sold out is not returnable!

Case 3:

Due to shopee hide customer contact details, customer indicate wrong postcode, cause me as seller unable to ship on time. We as seller keep chat customer via shopee chatbut no response.

Complaint to shopee, shopee ask seller cancel order.

But as all of shopee seller know if cancel we will incur penalty. At the end, we incur penalty & late shipment to customer!

Last January 2, 2024, my Shopee account was automatically logged out, and a dialogue box came out saying "your account was restricted due to unusual activity". First of all, I am just accepting orders from other people. All of my Returns/Refunds Requests were due to "wrong items were delivered", and "products did not meet the expectations of buyer". Is it my fault if the items that were delivered to me are wrong, or did not meet my buyer's expectations? Of course not. If ever that my buyer was not satisfied with his order, I need to return his payment. Then, in order to recover my losses, I need to file a return/refund request through my Shopee app. Though it was so hassle and a long process to file a return/,refund request, I really need to do it just to get my money back. Also, I am shouldering the transportation expenses when I need to go to J&T Express to ship back the items. I beg to disagree when Shopee states that I am getting the products for free. When in fact, all items that were delivered to me but with buyer's complaints were being shipped back to the seller through J&T. Also, how can Shopee say that my requests were suspicious and invalid, when in fact, all of my returns/refunds requests were filed with complete evidence needed, with complete unboxing video from the time I receive the parcel from the courier until the time that the parcel was opened and I saw what is inside it, to prove my claims. Furthermore, all of my returns/refunds requests were being handled, reviewed, and investigated by Shopee Team assigned, from "Case Under Review, Evidence Required, Evidence Submitted, Return Pending, Return in Progress, Parcel Delivered to Seller, Seller Disputes, Item Validation, and finally Refund Approval. Imagine, how long I have waited just to get my refund. I need to wait for almost a week just to get my money back. And what is most frustrating here is that, when Shopee approved all my returns/refunds requests, and the refunds were automatically credited to my verified ShopeePay, that is also the time when my Shopee account was immediately suspended and what is worst was that I cannot withdraw my money in ShopeePay amounting to P13,245 to be exact. They freeze my Shopee account and I cannot withdraw my money. All I want from this very moment is to get my money back. I will use it to pay all my debts. I incurred so much debts and losses because of what happened. P13,245 is a big money for me as an ordinary citizen of the Philippines who is just working to earn a living and to support the needs of my 5 children.

Dear shopee,

I regret to inform that one of your delivery personnel has seemingly obtained my personal data from the job shopee had granted to deliver my parcel and now the said person is contacting me and asking me to be accountable for my actions. She texted me on the 28/12/23.

I need shopee to step in to assist and pls contact me asap.

Thank you.

Steven

[protected]

Dear Shopee Support Team,

I hope this message finds you well. I am writing to bring to your attention an issue I am facing with my recent order. On December 19, 2023, I placed an order from India to the Philippines, and the corresponding amount was deducted from my account. However, I am unable to view any order details or receive updates on the transaction through the app.

Order Number: [Your Order Number]

Transaction Date: December 19, 2023

I kindly request your prompt assistance in resolving this matter and providing me with the necessary information regarding my order. Your attention to this issue is highly appreciated.

Thank you for your understanding and assistance.

My email id is [protected]@gmail.com

Please revert

Best regards,

Prasad

Dear sir/madam,

I hope my email finds you well, I am writing your good office since I am on a dead end now.

I requested for refund to Savvy shop via Shopee for these Avene products for the following reasons:

1.) All the products I received from the seller are unsealed, including the tube ones without the silver covering. You can easily smell them, and since they were not sealed, this expensive item is already considered compromised and unhygienic Legitimate Avene products are sealed, making this situation highly questionable.

2.)I received the items with minimal bubble wrap on the tops of the two bottles, but there are no plastic coverings for seals, making it easy to smell them. Please see photo attached sent. the seller convo part 1

3. I checked the batch codes, lot number, and all the numbers on the box to verify their legitimacy, and all the numbers were invalid. I’ve been a Platinum buyer for a couple of years, and this is the first time I’ve encountered an invalid code. All skincare products I bought from Shopee usually have valid codes when checked on the freshness website.

4.) The seller claimed that these products are authentic and made in France, as indicated on the bottles and boxes. However, upon comparing the seller’s product with an authentic one made in France, I noticed differences. The descriptions on the seller’s products are a mix of Italian and Spanish, which seems unusual. Authentic Avene products made in France typically use the Italian language only.

5,) I informed the seller about these issues, and she mentioned she’s not sure why. I also pointed out the noticeable difference in smell and consistency compared to authentic ones. (This also shows in our convo, I also attached the screenshots). As a mom, considering my kids with dermatitis will use these products, I don’t want to compromise. Given the questionable nature of the items, I promptly returned them to the seller, and she received them last 12/2.

6.) I’ve waited and requested follow-ups since 12/3. I’ve emailed and sent videos along with descriptions and explanations to Shopee prior to 12/2 and after. However, on 12/7, Shopee assigned team that sided with the seller, closed the case prematurely and released my payment to the seller, totaling 4,457.

7.)I submitted an appeal and even contacted Shopee customer service, who advised me to wait for an email stating that the case would be reopened for review. However, that’s not what transpired. The support team emailed me, stating that the case had already been closed, and they couldn’t reopen it. I was instructed to communicate directly with the seller since it’s beyond Shopee’s guarantee period. Now, here are my concerns: Firstly, they closed the case after the seller received the returned items, essentially leaving me out of 4,457, as I paid for something I didn’t receive. Secondly, despite being the one to raise the issue, they sided with the seller, claiming the correct item was sent – contrary to my complaint about compromised, unsealed, and questionable products. To add to the frustration, the seller has blocked me and accused me of being stubborn and disrespectful, as seen in our conversations. I fail to see how I am disrespectful when all I did was explain and dispute the compromised products. The seller claimed that she already resent back the items to me and the courier claimed that I got them today but I did not. It feels like I’ve been robbed for 4,457 pesos.

I kindly request your good office to reinvestigate and facilitate the refund of my money. Currently, I feel left in limbo, and Shopee has closed the door on me. They just keep on sending me same automated email stating since the case has been closed they can’t do anything about this anymore. We are just going in circles here. I apologize for the length of this email; the situation is causing considerable stress as a mother of three and the sole provider. This is not conducive to my mental health. I hope you understand my situation. Could you please assist in resolving this matter and refunding my 4,457 pesos? I appreciate your help and hope for a diligent and fair investigation. Shopee claimed that the seller sent the correct products that’s why they closed it. My dispute is for the legitimacy of the product itself.

Am I don’t have the right to return items if it’s questionable and compromised?

Thank you! Have a great day!

Sherylyn Tabingo