AliExpress Customer Service Issues

Dear Customer Service, I placed an order for boxes on October 14, [redacted], with order ID: [redacted][redacted]. When I checked the order status, it showed as "successful delivery," but I have not received anything. The tracking information on Aliexpress indicates that the package is at the Hungarian Post Office, but the tracking number does not exist in their system. I have tried contacting the seller multiple times, but they have not responded. I attempted to open a dispute and contact Customer Service, but have not received any assistance. My buyer protection period has ended, and I am frustrated as I have not received my order or a refund. Please assist me in getting my money back. Thank you.

Dear Sir/Madam, I placed an order for storage boxes with Homey Houseware on October 14, [redacted]. My order ID is [redacted][redacted]. The tracking number LZ[redacted]05CN shows that the package was supposedly delivered successfully according to the system. However, I have not received my order. Despite reaching out to the seller multiple times without a response, I discovered the package is allegedly at the Hungarian Post Office since October 26. When contacting them, they claim no record of it in their system. Upon contacting Customer Service's chat robot Eva, I was informed to wait until December 14th due to the supposed on-time delivery status. I patiently waited, but the package never arrived. Despite my continuous efforts to seek help from the seller and Eva, no proper assistance was given. I am frustrated by the lack of cooperation and the dismissal of my buyer protection. I doubt the accuracy of the delivery timeframe and am disappointed by the unresponsiveness of the seller. I refuse to believe that there is no resolution available for my situation. I kindly request a refund promptly. Thank you for addressing my concern promptly. Regards, Anikó

Dear Customer Service, As a customer of your brand, I unfortunately encountered issues with my recent purchases from sellers associated with AliExpress. I received damaged goods and empty packets, leading me to seek a refund for the financial loss I incurred. It is crucial to acknowledge that buyers should not be held accountable for problems arising during transit, especially when receiving defective or missing items. Addressing these concerns is vital as it reflects on AliExpress' reputation and customer trust. I urge for a fair resolution to prevent any further damage to your brand's credibility. Kindly provide an official email contact for further discussion and resolution of this matter. Thank you for your attention and assistance. Sincerely, V.

Dear [Redacted], I made a purchase on AliExpress from the FRALU Official Store, and the order number is [Redacted]. The item was shipped via China Post Registered Air Mail with tracking number RY[redacted]25CN to Budapest, Hungary. According to CAINIAO, the package arrived in Hungary on [redacted]-10-31, but my local post office cannot locate it. They have issued a document for me to follow up. The Hungarian Post informed me that the package was lost in their handling. When I contacted the seller, they mentioned that they will not contact the local post office and advised me to do so. I believe the sender, with all the necessary shipping documents, should handle this situation. It is the seller's responsibility to file a complaint with the Chinese Post regarding the lost package. I am seeking assistance in resolving this matter as I prefer receiving the item I already purchased rather than purchasing it again. Thank you for your help. Best regards, M. Tuan

I am Ms. Gloria Hicks. I have made multiple orders with your company and have not received any of the items. My address is [redacted] Oakside Drive, Houston, Texas [redacted]. Unfortunately, my identity was stolen, and the address you have been sending to is not valid. Consequently, I never receive the merchandise I order, which has led me to stop ordering altogether. I understand that some time has passed, but your assistance in rectifying this issue would be greatly appreciated. I recently discovered how to contact your store and was hoping you could help me resolve this matter by updating my address to the correct one. Once this is done, I will be able to resume ordering from your store. While I did receive the red and white purse, I have not received any other items from the several orders I placed. Please make sure that my address at [redacted] Oakside Drive, Houston, TX [redacted] is correct, as the current shipping address is invalid.

On October 24th, I placed 26 orders on AliExpress from different sellers. Today marks 60 days since then, and I have only received 4 out of 26 orders. Some of the missing orders were costly, causing me great concern. I filed disputes for items still in the origin country or in transit, but even after 20 days, AliExpress has not refunded any money. Instead, their response stated "NO REFUNDS, NO RETURNS," leaving me feeling extremely disappointed and frustrated. Despite my continuous efforts to provide tracking information and communicate with AliExpress, visiting local post offices yielded no results. This first experience with AliExpress has left me thoroughly disillusioned and eager for a resolution to this worrying situation.

Recently, I've noticed that my orders, paid for by B.Z., were incorrectly shipped to a fraudulent address in Russia instead of my usual address in Van Nuys, CA. I believe that the individuals in Russia who received these items should be held accountable for fraud. I have since updated my account to reflect my correct address. Moving forward, my orders are correctly being sent to Van Nuys. I am curious about the possibility of receiving a refund for the products that were mistakenly sent to Russia.

I have been purchasing items on AliExpress for months without submitting disputes if I receive them. Usually, I ask the seller to extend the protection time before considering a dispute, even if I have the right to do so based on AliExpress's delivery time guarantee. Recently, I faced an issue with a seller named Claudia's shop. Despite ordering 3 watches, I only received 2, with one being broken upon arrival. After not receiving the remaining item within the guaranteed time frame, I requested an extension and later initiated a dispute after 90 days. However, my account was unexpectedly blocked, and my request for reopening it was ignored. I currently have open orders that were cancelled before shipment, leaving me unable to dispute and accept financial loss. Despite my positive shopping experiences overall, I kindly request the reopening of my account as I value AliExpress for its wide range of products. I assure you of my honesty in resolving this matter.

I'm having issues with an order on AliExpress. I started a dispute for a product that didn't work as described, and AliExpress agreed to a refund of €55. The seller wanted the product back, but I declined. The dispute closed abruptly, and now I have to return the item. The seller provided a false address, confirmed by Google Maps and the shipping company. Shipping will cost me €40, and if it doesn't arrive, I'll lose both the purchase amount of €[redacted], the shipping fee, and the product. I've spoken to multiple agents, including Jer, Allyiaa, and Cheryl, about the problem, and uploaded a video as evidence, but nothing has been resolved. Cheryl promised a refund of €70 and escalated the issue, but I received an email today asking me to return the item to the fake address in China. This situation is frustrating, especially since I shop frequently on AliExpress.

My order number is [redacted][redacted], which I made through PayPal. I took a screenshot of the final order confirmation that said, "Thank you, we received your payment!" Now, I'm being told the order was canceled due to a lack of payment. This doll is for my granddaughter, and I've been eagerly awaiting it. I planned to track it after our recent move to a new house and update the shipping address. The correct address should be [redacted] W [redacted] S, Syracuse, Utah [redacted], instead of [redacted] W [redacted] S, Syracuse, Utah [redacted]. Please ensure my order is sent to the new address promptly. I received an email about the cancellation, which was disappointing and unexpected as I was anticipating its arrival soon. I had reservations about ordering from this website due to such issues, especially now that I can't reach anyone for assistance. I need this matter resolved immediately.

I placed an order on 12-13-[redacted] with order # [redacted][redacted] at SmileBaby Store for a 55cm silicone cloth baby doll reborn 22" for girls, totaling $59.91, paid via PayPal. After payment, the confirmation screen showed the receipt of $59.91. The transaction appeared on my bank statement on December 21. However, I received an email at [redacted] stating my order was canceled due to non-payment by the 25th. I was about to track my shipment online as we moved to our new address at [redacted] W [redacted] So. Syracuse Utah from [redacted] W [redacted] So. Syracuse, Utah [redacted]. For any future communication, please use the email [redacted] This doll is intended for my granddaughter for Christmas, so I kindly request the quickest delivery.

Dear AliExpress Customer Service Team, I would like to request to change my Alipay ID email address from [redacted] to [redacted] The old email does not match my website logo, causing confusion for some people and possibly being perceived as a scam. I have already updated my AliExpress account email to the new address and need the same change for my Alipay ID email as well. Previously, both my Alipay ID email and my AliExpress affiliate website account email were the same, and I encountered no issues with transactions. I appreciate your assistance in making this email address update to alleviate any confusion and maintain consistency between my accounts. Thank you for your help. Sincerely, Derral

I am reaching out regarding a dispute regarding three connected order IDs: [redacted][redacted], [redacted][redacted], and [redacted][redacted]. Although the dispute process concluded, I was unable to upload the tracking details for the returned items. The packages were shipped back to the seller as a group for a refund. The delay occurred due to communication issues with the seller, who did not provide accurate shipping information, resulting in confusion about the postal code and email address needed for the freight forwarder. The seller's request to close the dispute to receive a refund further complicated matters. Despite these challenges, the package has been shipped back to the seller. Kindly consider reopening the disputes for the mentioned order IDs. Thank you for your assistance.

I placed an order for a few items on 30/11/18 to be delivered to my home address at 61 Vjal Kristu Re, Paola, PLA1517, Malta. Subsequently, I cancelled one of the items. When I tracked the remaining orders, I found out that 2 items were cancelled without my knowledge. The first item, a New Kpop BTS BT21 Bangtan Boys The Same Canvas Students Bag Phone Charge Backpack Fashion Teenage Backpack Travel Laptop Bag, was cancelled on 14/12/18. The second item, a Mountainskin 7XL Men's PU Jacket Leather Coat Autumn Slim Fit Faux Leather Motorcycle Jackets Male Coats Brand Clothing SA591 in size 4XL, was cancelled on 15/12/18. I made one payment for all the items. To recap: I ordered 4 items, cancelled 1, received 1 today, and the remaining 2 were cancelled without my knowledge. Please send me the 2 remaining items listed above as they were intended as Christmas presents. Thank you and kind regards. Lee-Anne J.

Hello, I am reaching out regarding order ID [redacted][redacted]. I recently received the wrong and defective version of the Honor 7x phone. Despite opening a dispute to address this issue, the seller manipulated me into changing the reason and has failed to refund me as promised. I also had to incur additional shipping costs and now face demands to pay custom fees. As a loyal customer, I seek a resolution to this situation and request assistance promptly. Thank you.

I purchased a Totoro hoodie in size L for my granddaughter, assuming it would be a loose fit based on being unisex. However, it turned out to be very tight, more suitable for a 10-11-year-old. I have tried to reach out for a return or exchange but have not received any response. The website does not clearly state the exchange policy, only mentioning a dispute process. Despite several attempts to access the return link, it has been unsuccessful. This being my first AliExpress experience, I am disappointed with the lack of communication. The item arrived late, on 12/31, without a packing slip in a plastic pouch. I am now aware of the item's Asian sizing and would like to return it for a 4XL. Unfortunately, I am unable to connect for a dispute or exchange and the deadline for disputes is approaching. If I do not hear back by 1/10, I will be forced to escalate this issue. Your assistance is appreciated.

In November, I placed an order which got canceled the next day. I've been trying to get a refund or receive the product for weeks without any luck. After opening a dispute, AliExpress sided with the seller because he claimed to have sent the item. When the package finally arrived, it was not as described - the fabric was delicate and covered in sticky tape, with most of the stones missing. The seller acknowledged the issue but mentioned that since he was paid, he wouldn't take any action. This situation seems really unfair. AliExpress has been difficult to deal with, offering no live chat support, only an automated service named Eva. I'm at a loss for what steps to take next.

Hello, I am experiencing an issue with order number [redacted][redacted] that I recently received. The majority of the items in the order arrived damaged. Upon receiving the package, I initiated a dispute but could not inspect all the contents immediately and requested a prepaid label for the return. The seller only issued a credit for two items. I later discovered that the dispute had been closed in the seller's favor while I was away on a business trip. I spent considerable time unpacking the box, and even sustained an injury from a broken item as shown in the attached photos. The situation is unacceptable as only two out of the 16 damaged items were refunded. Despite my attempts, the seller is unwilling to provide a full refund or replacement items. I have contacted my credit card company and may proceed with a chargeback if no further action is taken. I kindly request your assistance in resolving this matter. Thank you, Melissa F. Lisa J.

I am experiencing significant issues with my Gmail account, as I have been unable to access it despite following all suggested troubleshooting steps. I am considering switching to a different email address that functions properly, but I am unable to do so without first signing in with my original problematic email address. I initially registered with this email and placed an order that is currently being processed. Although I have my password written down, it is not granting me access. I have not received the confirmation code that AliExpress sent to the old email address, [redacted] Thank you.

Order number: [redacted][redacted] I received my item, but unfortunately, it turned out to be faulty within the first few weeks. After contacting the seller, I provided video and picture evidence of the issue as requested. Once they acknowledged the fault, they promised to send a replacement. Even after waiting for months, the replacement never arrived. When I asked for tracking details, the seller stopped responding altogether. The lack of communication and failure to fulfill their promise has left me frustrated with the whole experience. I tried reaching out through the provided channels, but the automated response indicated that the dispute window had closed, leaving me unable to resolve the matter effectively. The entire situation has made me wary of making future purchases on your platform. I hope to receive some guidance on how to proceed in such cases moving forward.