My package from Shein US was delivered on July 11th to Suite 107 at MyMalls. Shein provided photograph proof of the package sitting outside of MyMalls. I reached out to MyMalls on July 16th to query my missing package on their website, NOONE responded to that message. I then carried my query over to Whatsapp as suggested by MyMalls on July 16th, I have had NO help in trying to figure out where my package is. I have provided MyMalls with the tracking no. and pdf invoice and have had no responses or updates concerning my missing package. They are reading my messages and not responding. This is VERY UNPROFESSIONAL and disrespectful to a loyal customer. It is now July 29th and I still have no understanding or updates as to what happened to my missing package.
SC
Sage C.
I have been a customer since 2020 with…
I have been a customer since 2020 with relatively no issue until recently. Their service has gone completely downhill. A $500 package has gone missing and nobody is held accountable despite the package having a signed delivery. Customer service is NON existent.
Response from MyMallsApr 3, 2025
Hi Sage, we’re truly sorry for what you’ve experienced. We understand how frustrating it is when something goes wrong—especially with a high-value item. Could you please email me your suite number and if possible the package code at [email protected] so I can investigate what has happened. While we know we can’t undo the situation, we’d love to review this again with you if you'd be open to giving us another chance. Our team is always working to improve and provide the service you deserve.
DA
DawnB
GHOSTED
My package was delivered to MyMalls on Dec 8th (I sent proof of this). Today is January 12th and I have yet to receive a reliable response regarding my package. As a matter of fact the ONLY response I received in the initial stages of my queries to them, was a "send us the tracking number", which I happily sent.
If I am being honest, MyMalls service in the past has been very good, I had no complaints. But I am now in the process of sourcing another shipper, as I have been drawn to the conclusion that my package (that was in their possession) was stolen, lost/mis-sent to someone else, and so my imagination is running wild!
And here is the latest kicker.....the corresponding invoices (for my goods) that I uploaded onto their portal has magically disappeared as of today (Jan 12th). I've now uploaded them once again.
If there are delays then let your customers know and not draw their own conclusions.
I have NEVER posted anything negative on a platform such as this. But it sorely does suck being out couple hundred dollars and GHOSTED on top of it!
Response from MyMallsJan 16, 2024
Dear Dawn,
We appreciate your feedback and apologize for the inconvenience you've experienced with your recent shipment.
Our commitment is to provide the best service possible, and we understand your frustration with the delay and lack of information.
We've identified an issue with OnTrac, resulting in your package not reaching our warehouse as expected. Our customer service team is actively addressing this matter and will reach out to you shortly to provide a comprehensive update. We understand the importance of timely communication, and we regret any uncertainty caused.
We value your loyalty and the positive experiences you've had with MyMalls in the past. Rest assured, we are taking immediate action to resolve this situation and ensure the safe delivery of your package. Additionally, we have addressed the disappearance of your invoices, and we appreciate your diligence in re-uploading them.
Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience caused.
We are committed to resolving this matter promptly and appreciate your continued trust in MyMalls.
Best regards,
MyMalls Customer Support Team
NB
Nicole B.
Unsatisfactory Service
Unfortunately I will never use this service again. My package was due since 28th January to date, I have not received. Only received one call to say he was gonna deliver, then another call to say issues with Customs. This is frustrating because I have work to complete.
Response from MyMallsFeb 1, 2021
Hi Nicole,
We apologize that our service did not satisfy your expectation. I have personally investigated your case to see what might have gone wrong. It seems that your local customs department held on to your package causing a clearance delay. We completely understand your discontent and we would like to assure you that this is not a common occurrence. I hope you'll give us another chance so you can get the excellent service we're known for.
Happy Shipping,
Paola - Team MyMalls
ED
Elljanna D.
Order taking a long time to receive
Just received notice that my order was received at the MyMalls facility today, however it will take a full week to reach my location!
Response from MyMallsFeb 1, 2021
Dear Elljanna,
Thank you for posting a review and we’re sorry to hear that your experience was not of the quality you expected. We’ll strive to do better as customer satisfaction is our priority. Kindly keep in mind that packages may take a bit longer to reach your location when these are shipped near the weekend as our offices are closed on the weekends and therefore packages are delivered during the week. I hope you'll give us another chance so you can get the excellent service we're known for.
Happy Shipping,
Paola - Team MyMalls
DF
Danielle F.
Awful first experience
1st experience will unfortunately be my last. Ordered a package on June 30th and was given a delivery date of July 6th which is not the 24-48 hrs that is stated on their website. Ok fair enough there is Covid19 about so a little delay is ok. But half of July goes by no package several calls to Dhl no help whatsoever. Messages to customer service although polite was saying the same thing as Dhl with no clear indication as to when I would receive my package. They told me that they will send in a request in order so that I would receive an update never happened. Then told me if I did not hear Dhl to message them back, like what?? Proper customer service should follow up a customer that has issues especially one who was waiting as long as I was. I eventually gave up, paid all my money no package. It finally got delivered today a whole 50days later!!! Unacceptable!!
Response from MyMallsAug 25, 2020
Hi Danielle,
We are very sad to read that you didn't have a good experience using our service. I have personally investigated your case to see what might have gone wrong. It seems that your local customs department held on to your packages for this whole time.
Unfortunately we are not able to put more pressure than we have, on them to release your package, we completely understand your discontent and we would like to assure you that this is not a common occurrence.
If you are willing to give us another chance we will gladly assist you, and prove to you what our service is really like.
Best regards,
Raiza
