AliExpress Customer Service Issues

Order ID: [redacted][redacted] Order date: [redacted]-06-19 11:09. Seller: "Exercise Builds Self and Challenges Extremes Store" I placed an order with delivery from Czech Republic to Lithuania. The expected delivery dates provided by Aliexpress before I placed the order were June 21-29. The seller has confirmed the order and provided the tracking ID: JJFI[redacted][redacted]. Today is June 27, and according to Posti, the item has not yet arrived for transport. I tried contacting the seller, but my messages have gone unanswered. Looking at customer feedback on the seller's account, it seems many customers have faced the same issue, with orders not being shipped and messages being ignored. Some customers received refunds only after Aliexpress administration intervened. I wish to cancel my order and receive a refund as I don't believe the seller will send the order. Unfortunately, there is no option to cancel the order. I don't want to wait a month to open a dispute and risk not getting a refund like other customers. Please cancel my order and refund my money promptly.

I would like to address an issue I had with an order I placed recently. My Order ID is [redacted][redacted], and it was placed on April 3, [redacted] at 06:00. The problem began when I received a notification that an item was sent to me, but due to being in quarantine for Covid-19, I was unable to collect it within the required 15-day window. Consequently, the package was returned to the seller in China. Despite contacting the seller promptly and expressing my situation, I was met with delays and unhelpful responses. Eventually, the order status was updated to "finished" without my confirmation. The seller claimed they never received the return package and suggested I would be penalized for not collecting it during my quarantine. I have been unable to reach Aliexpress customer service to dispute this issue, and attempts to communicate with the seller have been restricted. As a result, I have not received a refund of €28.91, which I am seeking to resolve.

I bought an item from a seller on AliExpress over a month ago. Unfortunately, the quality is very poor, and I've been attempting to return it. The seller is making it difficult, insisting I ship it back to China despite me being in the US. This is costly, and the seller is not cooperating. Their return policy states I can return items if I am not satisfied, but they are not abiding by it. I feel they are intentionally avoiding the return to keep my money. I am considering disputing the transaction with my bank as communicating with the seller has been unproductive. Shipping to China will cost me significantly more than shipping within the US, and the seller seems aware of this but is complicating the return process.

Hello! I recently discovered an issue with two of my orders on Aliexpress. Both orders, with ID numbers [redacted][redacted] (delivered) and [redacted][redacted] (not delivered), shared the same tracking number (RA[redacted]53LV). Only one of the orders was actually delivered, but both are marked as delivered on the platform. Despite my attempts to contact the seller, there was no response, so I initiated a dispute. Unfortunately, Aliexpress ruled against refunding me because they were unaware of the seller's practice of using one tracking number for two separate orders. I have screenshots available as proof. I appreciate any assistance in resolving this matter. Thank you for your attention and I look forward to your response.

I sent back a package via regular mail to the BAIHONG Official Store on April 22 for a refund since I was unhappy with the product. It has been over 2 months now, and the company claims they haven't received it yet. I verified the return address with them before sending it back. I'm concerned about the delay and really need my refund soon.

Hello! I recently purchased a set of lab glassware for essential oil distillation. When the package arrived, unfortunately, one of the items, a glass condenser, was broken. I reached out to the seller via private messages on the platform, and they have since sent me a replacement. The seller provided me with the tracking number for the new shipment. However, I have decided not to confirm the receipt of the original parcel until the replacement arrives. I explained this to the seller, mentioning that I may have to open a dispute if the replacement does not arrive on time. The seller expressed their dislike for disputes and threatened to ignore my messages if I go through with it. With only four days left to confirm the receipt of the parcel, I am unsure how to proceed. Thank you for any advice!

Complaint and Dispute Notification. Order No.: [redacted][redacted] Dear Sir or Madam, I am encountering an issue with a seller and need to file a dispute. For several days, I have been trying to obtain an invoice in PDF or another suitable format from the seller. Unfortunately, they seem unable to provide me with a downloadable invoice and only send screenshots. I require this invoice to present to customs. When trying to report this dispute on the platform, I have encountered an error for each position I try to report. I have also attempted to contact AliExpress Germany, but my emails are not going through as the mailbox is full. I am truly frustrated with the website at this point, as I have faced the same problem with another seller. It appears that these sellers have no knowledge of how to conduct international sales, including providing a necessary invoice for customs and accounting purposes. I sincerely apologize, but I am at my breaking point after spending days and hours simply writing and translating messages. I kindly request your attention to this matter. Without the invoice, customs will not release the goods. This will undoubtedly be my last purchase on AliExpress and I cannot recommend it. Attached is the message history with the seller as a PDF. I look forward to your prompt response. Thank you. Best regards, N. Dressel

I have encountered issues with the VAT regulations in Europe when using ALI Express. The downloadable invoice lacks the customer's full name, making it insufficient as proof of VAT payment. Additionally, the German VAT Number of ALI Express is absent from the invoice, leading to confusion as the VAT collected appears to be viewed as a fee rather than a tax. This situation results in all shipments ending up in German customs for taxation. I seek clarification on this matter. Please reach out to me at [redacted] Sincerely, Heinz D Harpers

I am having trouble logging into my account as I have forgotten my password. When trying to recover it, I am prompted to enter either my email address or phone number, but I do not receive any password reset information in either case. Furthermore, when attempting to sign up again, I am unable to do so as my email and phone number are already registered. I am stuck as the chat support requires me to be logged in. I am unsure of what steps to take next. Should I reach out to the Privacy Guarantor or the Postal Police for help as AliExpress has my personal data but is not allowing me access to my account?

On June 30th, I placed an order for some rings, but immediately canceled when I realized I didn't need them anymore. I contacted the shop to cancel, and even after 5 days, I have not received my refund. Their response of "ok" seemed lacking in customer service skills, as they didn't show much interest. I informed them that I want my refund before seeking assistance from customer service. It's disappointing that despite my initial compliment about their amazing rings, their only response was another "ok." Regardless of any language barriers, it's important to respect buyers. I just hope to receive my refund soon. Store: VINKYMY on Aliexpress.

I recently purchased 3 Christmas bags from Euroshop Store (Order ID: [redacted][redacted]). However, the snowman bag was missing from my order. After contacting the store, they suggested placing another order to receive the missing item. Unfortunately, the second order (Order Number: [redacted][redacted]) also did not include the snowman bag. Despite offering free shipping, the store made me spend more money without resolving the issue. I have requested for them to send the originally ordered snowman bag and to refund the $3.80CAN from the second order. Thank you.

I ordered two dresses with different Order IDs: [redacted][redacted] and [redacted][redacted]. They were delivered together in one package, and I opened a dispute for both items. I received two return labels. According to Aliexpress's return policy, I am entitled to one free return per order. Since I got both dresses in one package, I returned them together with one label. The post office receipt confirms the return of both dresses. However, customer service claims I did not use the correct tracking code, which is not accurate. I need assistance with this issue.

Dear Sir or Madam, I have purchased 2 ballet dresses with standard shipping and paid for them. Today, I received a notification from the postal service stating that for the two tracking numbers I am waiting for, I need to pay additional fees for registered mail on top of my original purchase in order to receive my dresses. I am confused as to why I need to make an extra payment, especially since the postman has already delivered 2 other packages from your company to my house, and for the remaining 2, I need to make a payment. The tracking numbers are RE[redacted]90CN and RE[redacted]25CN with a fee of 14.49 Euros to be paid at the post office. The sender is Yuki Xu. Please provide me with clarification on what steps I should take and the reason for this additional payment. Sincerely, Galina Weinhandl Hörbranzerstraße 4, Top 1 [redacted]- Lochau Austria

I purchased a battery chainsaw from the seller "AFABEITA Official Store" (Order ID: [redacted][redacted]). Unfortunately, it has not arrived at my address. When I inquired at the post office, they informed me that the package was returned to the sender due to an illegible address or name. After contacting the seller, they assured me that once they receive the returned item, I will be refunded. However, it has been 5 weeks, and I have yet to receive a refund. The seller keeps saying they need to recheck the information. I am unsure if this delay is intentional or part of a system to buy time. It would be helpful if a gentle reminder could be sent to the seller from your side. Thank you in advance, Jürgen P.

Hello, I am a recently registered shopper on AliExpress. On May 5th, I made a purchase of two bed sets from the shop named “A Beautiful Life Store.” The total amount for the bedding sets was £[redacted].71, with one priced at £65.12 and the other at £50.59. Despite the tracking information showing that the items have been delivered, I have not received them. I have tried contacting the company multiple times through messages, but I have not received any response. Considering the significant amount I have spent and the lack of communication from the seller, I am feeling hesitant about future purchases from this platform. I would appreciate any assistance you can provide. Thank you. My order ID is [redacted][redacted]. My details are as follows: Name - June Church, Address - 1 Les Petits Aulnais, [redacted] Cressac Saint Genis, Coteaux du Blanzacais, France.

I purchased a Xiaomi AX3600 router on 22.01.[redacted] that arrived quickly from Poland. Everything was working well until last week when it suddenly stopped functioning, showing an orange system indicator indicating a "system fault" as per the user manual. Despite attempting various troubleshooting methods found online, like restarting, resetting, and changing cables, the issue persists. I've been unable to connect wirelessly or via cable. Contact with the seller only resulted in generic responses, even after providing a video as evidence. Upon reaching out to Ali Express service center, they offered a refund of 25 euros without room for discussion. I paid 85 euros for the router, and receiving only a partial refund is unsatisfactory as I expect a full refund or replacement due to the warranty.

I purchased hair on May 15, [redacted], and it arrived on May 29. I contacted the seller, WiGirl, expressing my dissatisfaction as the hair received did not match the description. Being new to Aliexpress, I assumed I needed to communicate directly with the seller for a refund. Despite requesting a refund from WiGirl, I later learned I could request it through Aliexpress. I contacted them, speaking with Carla, who acknowledged the error was not mine and promised to assist me. However, I never received any follow-up. The received hair does not meet my expectations, and I am eager to return it for a refund.

I returned two items to the seller but only used one return label for both items, following their instructions. I have received a refund for one item that used the label but not for the other item. I contacted the seller who assured me I would be refunded, but it has been over a month now since the return was made on 6th June. The refund process doesn't make sense as both items were in the same return package. Despite reaching out to the seller multiple times, they keep directing me to contact AliExpress, while the system prompts me to contact the seller. The lack of clarity and delayed refund are frustrating.

Hi, I have two disputes I need help with. Dispute #1: I purchased sneakers from YOUDEYISI STORE with order I.D. #[redacted][redacted]. I received size 42 which is too big. I want to exchange them for size 41. Please provide me with the return address. Should the address be in Chinese or English? Can the seller prepare a label for me to use when mailing back the sneakers? Dispute #2: I ordered a Malaysian Hair Wig Remy Pixie from DREAM DIANA with order number [redacted][redacted]. The wig does not match the picture and looks too small on me. I would like a refund. Could you ask them to send me a return label so I can send the wig back for a refund? Should the label be in Chinese or English? Can I use Chinese when mailing from the USA? I appreciate a prompt response so I can send back the items. Thank you. - C. Burrell-Shirley

I am concerned about my recent order, number [redacted][redacted]. Despite the tracking information indicating that it was delivered to a post office in Spain, I have not received the package. The seller's explanations about high shipping volumes do not align with the status showing the order as finished. This discrepancy makes me feel like there might be a mistake or deception happening. I kindly request a review of my order and a refund if the delivery issue cannot be resolved promptly.