AliExpress Customer Service Issues

Hello, I have submitted a question to your service several times without receiving a response. It is regarding a tankless water heater that is not working properly. Order ID: [redacted][redacted] Order time: 06:07 Jun. 08, [redacted] Store name: Sihao Electric Appliance Store Order amount: €[redacted].41 Product: Propane Gas Heater Tankless Stainless Steel Water Heater Product properties: 16L + Czech Republic Order Status: Awaiting delivery Your order will be closed in: 2 days 19 hours 40 minutes I urgently need to exchange the water heater. You can also respond via my email. Thank you.

I recently visited the experts who installed your product, and without disassembling it, they conducted some tests and found that there is an issue with the product. The microphone is not working - there is no sound either on input or output during calls. Additionally, the car radio lacks RDS, and most importantly, DAB is also missing. They will disassemble everything and return it once the new one arrives, but I kindly ask if you could solve the problem. I hope for a resolution since I am spending a lot of money on installation and removal. I don't mind losing the labor costs I paid; however, please fix the issue. I will return the product as it was given to me if you send me another one with all the missing features I listed. If you don't have it, please refund me, and I will send the product back to you. I await your response.

Order number [redacted][redacted] I contacted the seller EEPROM Official Store regarding my undelivered item, "D1 mini ESP32 ESP-32 WiFi+Bluetooth Internet of Things development board based ESP8266." The seller informed me that the product was out of stock and suggested a refund, asking me to open a dispute. However, when I tried to initiate a refund, I received an error message stating that my order is in transit and should arrive by [redacted]-07-21. I conveyed this issue to the seller, explaining that I could not open a dispute until after that date. The seller advised me to reach out to AliExpress customer service for further assistance.

Hello, I recently received a freebie from AliExpress as a winner, and I was required to leave a review for the item. However, I couldn't find the "leave feedback" button after claiming I received the goods. The 30-day period had not ended, and I could still leave feedback on other items. Can someone advise on what to do? Update: I managed to solve the issue. If you need to write a review for a freebie, visit the freebie page where you applied for it, and click on "My freebies" to leave your feedback about the product.

I am experiencing a significant issue with my order [redacted][redacted] placed on March 19th. Despite waiting for an extended period, my package has not arrived. When tracking, it indicated that the order was at the local FedEx facility. However, with the ongoing coronavirus situation causing delays, I understood the potential for a setback. Upon returning home in May, I discovered messages from the seller through the app requesting my contact details. After providing this information, no progress was made. Despite several attempts to reach FedEx, the situation seemed complicated due to the seller's unresponsiveness regarding customs duties. I have initiated a dispute with AliExpress seeking either delivery of my goods or a refund, which the seller has rejected. Now, AliExpress suggests paying customs duties for the package supposedly located at a local FedEx facility. However, the tracking information shows it was sent to the USA with a different tracking number. I am unable to provide the required document for the dispute closure, as I have received no response from FedEx despite multiple calls. As a loyal AliExpress customer, I trust in the buyer protection promised and seek assistance in resolving this matter promptly. Silvia Schwarz-Wegleitner Hauptstrasse [redacted] Hintersdorf AUSTRIA

My order got lost during transit. I spoke to the delivery service, and after they searched, they informed me that my package was lost. I opened a dispute, but it was closed with the incorrect claim that the order is awaiting pickup. Despite checking the pickup spot multiple times and the delivery service searching nearby spots, my package couldn't be found. The delivery company mentioned they hadn't filed an official "lost" report yet, but assured me they would do it promptly. They said it might take up to 2 business days. The store hasn't responded to my follow-up, and I'm unable to open a new dispute on AliExpress. I can't afford to lose $51.90 like this. I need either a refund or a replacement. It's unfair to pay for a service I never received.

Hello, I would like to discuss my recent order that got canceled because the seller did not ship the item. I am aware that I am entitled to a refund according to the policy. However, the card I initially used for payment is now closed along with the account it was linked to. Consequently, receiving the refund on that card would not be feasible for me. I would appreciate guidance on how to proceed in this scenario. Additionally, should I opt to wait longer for the seller to ship the product, what steps should I take? I am open to considering alternative products if the original one is out of stock. Furthermore, I would like assistance with redirecting the refund to a different bank account due to the closure of my previous account. Lastly, if there is a possibility to extend the processing time for the seller without canceling the order, I am willing to wait. I am seeking advice on how to address these concerns. Thank you for your support.

I am Pascale, and I bought a pair of brown shoes from Diwanaya Official Store. When the shoes were too small, I decided to return them for a refund and order a larger size. This was my first return on AliExpress. I contacted the seller, and they agreed to a refund once I returned the shoes. I shipped the shoes via FedEx on June 8, [redacted], with tracking number [redacted]56. The seller received the shoes on June 11, [redacted], at 11:41 am and signed for them but has not issued a refund yet. The prices have increased, and they offered a $5 discount for a new order, which would still cost me more. I seek assistance in getting my refund. Thank you. Order Number: [redacted][redacted] Shoe Price: $27.43 Sincerely, Pascale

UNLII HOME STORE has been uncooperative with refunding my money since May 6, [redacted]. Despite multiple messages, I keep receiving the same response claiming I canceled my order. I am unsure if they understand English or Spanish as their communication lacks clarity. Additionally, they have sent me insulting emojis. When I placed the order, they initially stated a minimum arrival time of 15 days, causing me to cancel due to urgency. However, they then claimed it would arrive in 2 days due to a relative's visit. Each time I request my refund, I receive the same generic response. This situation is frustrating, and I am unable to place any new orders. My family usually shops on Aliexpress in other countries but has currently halted due to this experience. I appreciate your attention to this matter.

I made a purchase using my regular account, but I did not receive any confirmation information from the seller. Although the money was deducted from my account, I discovered that my order was placed under a different account on AliExpress that I do not recognize. When I attempted to change the email and password to cancel the order, the system requested a verification email to be sent to the email associated with the random account. Since I do not have access to that email, I am unable to confirm my identity and update the email linked to my order. My main goal is to cancel the order and receive a refund, but the AliExpress customer service has not been able to assist me, and I have not been able to resolve this issue.

Hello everyone, I just wanted to inform you that someone unauthorized has been using my Visa card to make illegal transactions last month and today. This afternoon, there was a charge on my Visa credit card for a payment to a supplier in the U.S., which I did not authorize. I have never made any purchases on "AlliExpress", so these transactions were made without my consent. I urgently request the amounts charged last month and today to be refunded to my credit card account. I have attached screenshots showing the unauthorized transactions made with my credit card. Furthermore, I have received a form from my credit card company that I would appreciate some help with. Kindly fill it out and send it back to me so that I can take necessary action against the individual misusing my credit card for the past two months. Thank you very much for your assistance. Sincerely, Sharri R. P.S. Please see below the document I received from my credit card company regarding the outstanding authorization transaction that needs to be addressed.

"Dear DE shopper, I received an email informing me that my order [redacted][redacted] could not be delivered. I visited my local post office the next day, but they had no information about it. Upon calling the central post office and inquiring about the tracking number (RS[redacted]42DE), they mentioned that my package was immediately sent back without giving me a chance to pick it up. There was no notice left in my mailbox either. I have a note on my mailbox specifying that large packages can only be retrieved after 5 p.m. due to being alone and out for work."

Hello, I am reaching out as I am experiencing an issue with an order I placed two months ago for a shirt from a store. I ordered a total of 9 shirts, but I received only 8. The shipment came in two parts, with one package containing 6 shirts and the other only 2, leaving one shirt missing. I have attempted to contact the seller regarding this matter, but unfortunately, I have not received a response to my messages. I also requested an extension of the Buyer's Protection, but this request went unanswered as well. Subsequently, I opened a dispute, but it seems the protection period had lapsed. Upon reviewing the order details, I discovered that the dispute was closed, with AliExpress ruling against refunding the money for the missing shirt. I have submitted an appeal regarding this decision, but I am unable to locate it on the platform, and I have not received any communication in this regard. As I have been unable to reach out to customer service on the platform, I am seeking assistance here. Order Number: [redacted] Please feel free to request any additional details you may require. Thank you. Best regards, Sharon

I am experiencing issues with my AliExpress account where I accidentally used the wrong account to make a purchase, leading to difficulties accessing the order and payment information. I initially set up two accounts, one for myself with the email ([redacted]) and another for my child under ([redacted]). I mistakenly inputted my credit card details on my child's account, leading to payment and purchase confirmation issues. I am unable to access my child's account as I overlooked setting a password. Despite numerous attempts to reset the password, I remain locked out. I am eager to receive the items purchased and have the necessary bank statements for verification. My email is ([redacted]), and phone number is area code [redacted]. I request assistance from Customer Service in resolving this matter promptly, as I spent over $[redacted] on the transaction. If the issue persists, I would appreciate a refund for the purchased items. Thank you.

I recently made a purchase on AliExpress, and everything was going well until my last order for $[redacted].18 on June 15, [redacted]. The next day, I realized the amount was withdrawn from my Mastercard, but when I checked my AliExpress account, it showed my funds were gone, and my account was inaccessible. Concerned about a possible scam, I tried contacting AliExpress via email, but the mailbox was full. Despite being patient due to the current crisis, I urgently need either the items I ordered for my family or a refund of $[redacted].18. I am willing to provide my bank statement if necessary. My email is [redacted], and my name is Markeyta Trawick-Ward.

I purchased a wig from UEENLY Official Store, ordering a 20-inch one. Unfortunately, I received a wig that was not the correct length. After contacting them and providing a picture, they requested a positive review in exchange for a refund. Despite my reservations, I agreed due to the high cost. However, they never refunded me as promised and eventually blocked me. Contacting customer service did not yield results either; they kept assuring me I would receive an email within a week, but I never did. This has been ongoing for over 3 months now, and I feel frustrated by the seller's dishonesty and the lack of support from customer service. I simply want the product I paid for and my money returned.

Hello, I purchased a platform from AliExpress, but unfortunately, the seller mistakenly sent the wrong item. When I raised a dispute with AliExpress, they intervened and retrieved the goods, yet the seller requested separate shipping costs. Even after winning the dispute I opened for the shipping costs and returning both the platform and shipping costs to the address provided by AliExpress, the system is not reflecting the refund for shipping costs. I attached the return shipping label to an empty envelope. How else can I proceed to receive the refunded shipping costs? I am eager to recover the funds spent on shipping. AliExpress acknowledged my right to a refund, so I'm seeking guidance on processing the return of the shipping costs. Best wishes, Dursun Kemal ERBAS Order No: [redacted][redacted] (Platform - Dispute open and items returned) Order No: [redacted][redacted] (Dispute open and label sent with empty envelope to clarify it's for shipping costs and not goods)

I purchased a toddler set for my 3-year-old daughter. Unfortunately, after receiving it and washing it, I noticed hot glue on the sleeve and collar that wasn't removable. I tried to open a dispute but couldn't due to providing the order confirmation. I contacted the seller to request a replacement or a refund, but they have been unresponsive. Customer service opened a dispute, but it was incorrectly categorized as goods in transit, leading to Aliexpress denying it. I've tried to contact Aliexpress through email, but they advised me to reach out to the seller for assistance. Despite my attempts, the seller is not cooperating. I informed Aliexpress of this but have not received a response. I simply wish to receive a refund as the clothing I received has hot glue on it, making it unwearable for my daughter.

Since March 20, [redacted], I placed this order [redacted] for two Lakers basketball jerseys that cost $23.10. It's been 3 months now, and I still can't believe my order never arrived. I contacted the seller, who claimed the package got lost but never issued a refund. They mentioned that AliExpress team would handle it, but here we are, and I still haven't received my money back. The seller read my messages and didn't respond - such poor service. I really need your help, please assist in getting my refund.

I placed an order for a saw, but it was never delivered. The supplier stated that due to new shipping restrictions, they are unable to send the package and suggested canceling the order for a full refund. Unfortunately, I never received the product, and I'm unsure about the final supplier details and package tracking number. The supplier mentioned that my package was returned and recommended opening a dispute for a refund. They provided a link with instructions on how to open a dispute citing personal reasons for a refund. Apologies for any inconvenience caused, and I appreciate any help.