AliExpress Customer Service Issues

This will be my final communication with AliExpress. I have decided to close my account due to a recent purchase. The earphones I received are not stereo as advertised, with only one side working. After consulting with friends who also purchased the same item, we discovered it's a common issue indicating potential fraud. Despite initiating a dispute, AliExpress requested a return of the items. I am willing to return them once I receive the $14 shipping cost reimbursement, as I should not incur any expenses for a faulty product. The lack of response from the seller prolongs the resolution of the dispute, which I find unacceptable. AliExpress seems to favor fraudulent sellers over loyal customers like myself. Consequently, I will urge my friends who frequently shop on the platform to close their accounts too, backed up with evidence from the customer service chat. Such practices are concerning, and I feel compelled to share my experience on various forums. It is disappointing to experience this issue, and I hope you address these concerns promptly.

I have been trying to contact AliExpress regarding an issue with an order I placed. I purchased two Soap Dispensers on September 6, [redacted], at 3:58, but they are now malfunctioning. Despite changing the batteries, the dispensers turn on by themselves, dispensing soap randomly. As a disabled individual relying on this product, I urgently need assistance. I have messaged AliExpress on November 16, [redacted], and have not received a response. I kindly request guidance on how to proceed with a return or refund. Your prompt attention to this matter would be greatly appreciated. Thank you. Laura K.

On August 31, [redacted], I made a purchase at HILITAND INSTRUMENT Store with the Order Number: [redacted][redacted] for a PLC. After receiving and testing the PLC on September 27, [redacted], I discovered it was defective. I reported this to the seller on September 29, [redacted]. The seller requested a video for confirmation, to which I promptly complied. However, the seller claimed he couldn't open the link. I then sent photos of the error messages via email, but the seller said he didn't receive them. As the seller has shown no interest in resolving this issue, I opened a dispute which has remained unresolved to this day. I am seeking assistance in finding a solution to this problem. Thank you. Sincerely, G. Schmid

I received a damaged $[redacted] acoustic guitar. I shared photos and a video showing a 6-inch crack in the wood. Despite its ability to still produce sound, the crack significantly reduces its value. I raised a dispute and was offered an $84 credit, which I find inadequate. An instrument's value, especially acoustic guitars, heavily relies on its condition. A large crack renders it virtually worthless as it cannot be restored to its original state. The decision to base the refund on a $84 assessment by the seller seems unreasonable. $84 is insufficient to address the issue of a defective and irreparable guitar. This solution overlooks the fundamental value of the instrument and demonstrates a lack of understanding regarding acoustic guitars.

Hello AliExpress, I am frustrated as the seller has not been responding to my messages regarding my bike order. Despite being promised it would arrive between October 22, [redacted], and November 11, [redacted], I have yet to receive it. The seller has not provided any updates or explanations despite several weeks passing. I contacted them about the delay and even tracked the package with the provided tracking number (1Z3X64Y[redacted]0), which showed it was in Poland on November 11, [redacted]. The seller then claimed the bike was on its way again but has not followed through. It has been three weeks, which is unusual for a shipment from Poland to the UK. I am very concerned about my money and the lack of communication. The seller has failed to meet the promised delivery dates and is not responsive. I have decided to cancel the order and request a refund.

Hello AliExpress, I am seeking assistance regarding a seller who is unresponsive. I have yet to receive my bicycle that was supposed to be delivered between October 22, [redacted], and November 11, [redacted]. The seller has not provided any updates regarding the status of my order despite my attempts to contact them. It has been three weeks since the expected delivery date, and I am growing concerned about my purchase. Initially, the seller assured me that the bicycle would arrive by the specified dates, but there has been no sign of it. The tracking information provided indicated that the bike was last located in Poland on November 11, [redacted]. Despite informing the seller and tracking the item, there has been no progress or response from them. I am disappointed with the lack of communication and false delivery promises. I have now decided to cancel the order and request a refund of my payment.

My order number is [redacted][redacted]. It was shipped on 20/11/[redacted], and I have yet to receive it. After contacting the seller, I was informed that DHL has the order and I need to pay custom duty charges to avoid the goods being destroyed. I visited multiple DHL locations to inquire about the delay. DHL in Speke informed me that the issue lies with the incorrect declared value of the item, and instructed me to have the shipper contact DHL CUSTOMER SERVICE at [redacted]4. As a first-time buyer, I have faced numerous challenges trying to retrieve my order, which was not delivered to my home. I seek assistance in reaching out to the shipper to resolve this matter promptly. Despite sending an email to them 20 hours ago, I have not received a response. Your help in addressing this issue would be greatly appreciated. Thank you. - Juliet S.

Good morning, I recently ordered a smartwatch from AliExpress with Order No. [redacted][redacted] on 11-11-[redacted]. Unfortunately, the supplier did not include my full address on the package, resulting in a failed delivery attempt. After contacting the UK post office, the parcel was returned to the sender due to the lack of address information. Despite my efforts, the supplier insists that I should resolve the issue with the post office. I have exhausted all efforts to retrieve the package and am now requesting a refund so I can purchase another item for Christmas. I provided my complete address and paid in full for the order, fulfilling my part of the agreement. At this point, I just need assistance with obtaining a refund promptly. Thank you, Rui M.

As a platinum AliExpress member, I have been generally satisfied with the service provided. However, I am currently facing issues with two dispute orders under the numbers LP[redacted][redacted] and LP[redacted][redacted]. I initiated these disputes a month ago for orders placed on 8/10. The seller has been unresponsive, my parcels have not arrived, and I have received a notification from customs indicating that my parcels may be destroyed for not being original, which I have uploaded as evidence. I have requested a full refund, but AliExpress keeps extending the dispute every 10 days without providing a resolution button for me to accept the proposal. I am concerned about the length of time the dispute is taking and urgently want a refund as it is unfair that my money was taken and the parcels are at risk of being destroyed.

Hello Aliexpress, I purchased a phone 15 days ago, but the shipment has not responded to me. I paid 20 euros for express delivery, but have not received anything. Additionally, I received a message from DHL this morning regarding a package, but when I called them, they stated it wasn't mine due to discrepancies in the number, address, and name. I paid nearly [redacted] euros for the phone and I am anxious as I haven't received any assistance. My order number is: [redacted][redacted]. Can you please assist me with this issue? I am feeling quite desperate and unsure of what steps to take next.

My order number [redacted][redacted] is showing as delivered, but I have not received it. After contacting DHL, they informed me that it was delivered to someone named Wittich in Niederaula, whereas I reside in Berlin. DHL explained that this mix-up was due to the German DHL tracking ID RS[redacted]26DE that was assigned to my order, which led to the incorrect delivery. DHL mentioned that only the sender (you) can report the parcel as missing and initiate an investigation through DHL. They have suggested that providing the shipping confirmation to them would help in assessing what went wrong. Unfortunately, I am unable to do this as per DHL's instructions. I kindly request your assistance in resolving this issue. Thank you, Julia P.

I purchased a car radio from AliExpress on March 10, [redacted], with a 2-year warranty from the seller Dicola Store. My order number is [redacted][redacted]. I opted for shipping from Germany. However, after a few months, the car radio stopped producing sound. The seller asked me to return the item, promising to send a replacement from Germany. I followed the instructions to ship the package back on September 17, [redacted], to Shenzenh. Unfortunately, the parcel has been stuck there since October 6, [redacted]. The Italian post office confirmed it is in storage and advised me to contact the seller, providing a phone number [redacted]/[redacted]2. The seller mentioned the package is returning without explanation. I am concerned about additional costs I might incur. Any guidance would be appreciated.

I am submitting a complaint about a seller named NYUWA. I placed an order on November 11, [redacted], and the payment was deducted from my account with the expectation of receiving the hair I ordered. However, the seller emailed me, asking me to wait for 60 days to receive my order. I expressed my inability to wait that long and questioned why the money was taken if the product wouldn't be sent. The seller then warned that unless I cancel the order, I would not get a refund, sending repeated messages to cancel the order or forfeit the refund. On November 20, [redacted], I received an email stating the product was shipped. Upon checking the tracking number, I discovered it was false, with the package sent to a different location in Wembley, United Kingdom, not to my address as listed. Evidence suggests the seller was fraudulent, with no intention of sending the item as threatened in previous messages. I am disappointed that AliExpress allows such fraudulent sellers to deceive customers and take their money without delivering products. I expect a full refund, including any charges incurred during the transaction. Multiple complaints against this seller indicate a pattern of dishonesty, yet no action has been taken by AliExpress, which is disheartening as a consumer. I seek resolution promptly, and if not addressed, I will pursue legal action. I can provide proof of communication with the seller and encourage you to review my AliExpress account for further correspondence regarding this matter.

I placed an order for a Peacock 4-piece shower curtain set on 10/14/[redacted] with ID [redacted]. The package was expected to be delivered, but it did not arrive at my location. The tracking number provided is LZ[redacted]2CN. The seller contacted me today, mentioning that I should have reached out before December 23rd, which I have tried to do but have been unsuccessful so far. I am patiently waiting for my purchased package and a replacement umbrella that was meant to be shipped by November 7th. Out of the three umbrellas I ordered, two were in good condition, but one was damaged. I have also received other items I ordered, including a coat, 15 pairs of shoes, and more, but not the 4-piece shower curtain set. I am eager to receive the items I have paid for.

I had a frustrating experience with a seller on Aliexpress. Initially, they claimed the payment was not received and cancelled my order. However, my bank confirmed the payment was processed and gave me a reference number. After providing this to the seller, they acknowledged the error and said they received the payment. Despite this, the item was never shipped, and it has been three months since payment. Unfortunately, Aliexpress's policy prohibits refunds for cancelled orders, particularly when it was the seller who cancelled. I feel as though my money has been taken unjustly, and I have not received assistance from Aliexpress customer service. I hope to resolve this issue promptly as I have been a loyal user of the platform for a significant period.

I purchased a car audio system that fails to turn on when the wires are connected, causing the fuse to blow. An expert confirmed the system is defective. I request a full refund of $40.28 with a prepaid return label since the item sent is faulty. The system consistently blows fuses, leading me to spend over $10 on replacements for testing. Can you confirm if the refund will cover both the system cost and the replacement fuses upon submitting the evidence of the issue?

Good morning, I am reaching out regarding an order I placed on AliExpress. The item I received was missing pieces, despite assurances from the seller that everything would be included. They have been uncooperative, refusing to refund or send the missing items. I have initiated a dispute for a refund, but the seller is now asking me to pay return postage which I find unreasonable. They have a history of such behavior as I have seen in reviews. I am concerned about the situation escalating, as I may have to involve my credit card company if the matter is not resolved. The amount in question is small, but I am left with incomplete items and additional expenses. I have provided all the transaction details below for your review and assistance in addressing this issue with the seller. Thank you for your attention to this matter. Best regards, Teresa Order Details: Product: New Wholesale Cat Dog Costumes Cloaks Mantle With Buckhorn Clothes Pet Puppy Product Christmas For Pet Color: Red Size: M Unit Price: US $1.94 Quantity: 2 Order No: [redacted][redacted] Status: Awaiting shipment return Dispute Reason: Style not as described, part of order missing Refund Amount: US $3.87 Dispute Opened: Dec. 05, [redacted]

I misplaced my favorite ring and thought I had to replace it for the holidays. Thankfully, I found the original ring in my bed. I can’t keep the second one due to financial constraints. I need a refund of $40.05 promptly as I live on a tight budget of under $[redacted] per month. I've tried to cancel the order, but it seems the seller needs to approve it. I adjusted the cancellation reason to the seller's preference, but approval is still pending. Fast action on the refund would be greatly appreciated. Thank you for your assistance.

I received an email from AliExpress regarding my order #[redacted][redacted] stating that the package has arrived at the Saudi post office. I visited the local post office, as instructed, but the employee couldn't find the shipment despite showing him the message. He mentioned it could be a mistake in the system and now I've been waiting for almost a month. I kindly request a prompt check on the shipment and suggest delivering it to my home through DHL or another carrier. This is my first time shopping on your site, and I hope we can resolve this issue efficiently. My phone number is [redacted][redacted].

Hello, my name is Caroline. I need an invoice for the products I paid for. I received a message requesting additional information for customs clearance. Could you please send me a new invoice with the required details? Thank you.