Once was great- not any more. Temu has better prices, customer service, and a 90-day return policy. Long review warning. Sadly, after being a very loyal customer for over 4 years, placing regular orders, being a paying member of their membership discount program, and constantly recommending Shien to friends and family, the policies, customer support, and product quality has drastically declined over the last few months. Their response to more competitors becoming reputable, has been extremely frustrating and disappointing. Shipping with Shien has always been and remains extremely sluggish, but that was expected with this merchant. Their latest policy change does not coincide with their shipping speeds and new practice of breaking orders into MANY sub orders, shipping separately. Now, returns must be made within 35 days of PLACING the order. I could understand a 35 day return policy for a company with regular shipping speeds, but coupled with the extensive wait times and erratic separation of orders, I feel the return window should start when the order is shipped, or even better, fully received. Not 35 days after it was PLACED. My latest issue was particularly frustrating. I needed to return some items from my latest order that had arrived in many separate packages over a month. I was one day outside of the 35 day return window and the agent outright refused to start a return for me. I spent an hour chatting with customer service agent Mex, and got nowhere- just the same non-helpful pre-scripted responses. Hating to write off Shein so quickly, I submitted a ticket the following day. I was connected with a new agent, Edlyn and Andrian, who were both extremely helpful, and offered a one-time courtesy to return the items. My faith in the company was restored and I was happy to take the time to provided the requested photos to ensure the return would be accepted. We went back and forth through messages as there is a notable delay in response time. I spent hours compiling the various photos requested, and organizing the orders in a PDF. This order was particularly confusing because nearly every item had been separated out into its own unique order number. Wanted to make it as easy for the agent as possible, so I took several hours to organize all of this. I even placed 2 new orders! I went to upload the photos and organized PDF and saw that the ticket had been closed out the day before. I opened a second ticket and was connected with Kato, and spent the next few days messaging only to get the same dismissive pre-scripted responses I had gotten with Mex. I am shocked at the lack of flexibility and assistance Shein is now providing its loyal customers. It’s clear that Shein no longer values its loyal shoppers. Moreover, the quality of their clothing and condition in which it is received has noticeably deteriorated over the past few months. The fabrics feel cheaper, and the craftsmanship is subpar compared to what it used to be. I’m extremely disappointed and will no longer be shopping with Shein or recommending them to others. They should seriously reconsider their approach to customer service and quality if they hope to retain customers.