AliExpress Customer Service Issues

I placed an order with one of your sellers, Global Economic Digital Store, for airpods over two months ago. The seller keeps changing the delivery dates and now claims the item was delivered to my PO box, but it hasn't been. I have checked with my postal office twice, and there is no record of delivery. The seller is not responding to my messages when I requested the delivery address they used. I'm considering reporting this to the Federal Fraud Agency. I feel this is a fraudulent situation, and I will be pursuing it until resolved. I am disappointed with this seller from ALI EXPRESS COMPANY and will not be ordering again. I hope this matter is taken seriously. Sincerely, H.L.

I recently made a large order consisting of over 20 products from Aliexpress. Despite routinely checking the tracking information and reaching out to sellers, none of the packages arrived at my address. After contacting USPS, I was informed that Aliexpress had incorrectly processed my address, causing all the packages to be returned to China. This misled me as the tracking information provided by Aliexpress was inaccurate. I believe this issue stemmed from a translation error in the address input. I am seeking a resolution to either receive a refund or have the ordered items delivered correctly. I have already attempted to resolve this by contacting customer service but have not had a satisfactory outcome. I am eager to have this matter resolved promptly.

Hello, I am having issues with a seller. I placed a trial order that arrived in a few days. Later, I ordered goods for nearly [redacted]€ for a large customer order. The package got stuck at customs for a long time. The seller did not assist me, so I had to purchase the items elsewhere at a much higher price. I could have picked up the package at the post office, but I refused the delivery, and unfortunately, I did not receive a receipt. Now, the items have been returned to the seller, but I have not received my money back!! Almost [redacted]€!!!? Ali has simply closed the dispute and decided against me. Why? I have done nothing wrong. The seller is not responding at all. I feel cheated. I want my money back! This is a significant amount for me. I need Ali's help! It concerns Order ID [redacted][redacted]. I am also not making progress through the PC service. Please, please help me get my money back.

I am disputing an order with AE where they are repeating the offer from the seller, which I already declined, for a binocular priced at $21. The item is not focusing properly despite no external damage and I have already sent pictures to the seller as requested. They are asking for additional videos which I find unnecessary. Three different people have tried to focus the binocular without success. I am seeking a refund to buy from another seller as the current one offered a replacement but with slow shipping that I find unacceptable as I bought it as a birthday present for my grandchild. I just want a refund to make a purchase elsewhere. Thank you for your assistance. Regards, Alex Pelcman

Order ID: [redacted][redacted] Hello, I wanted to bring to your attention an issue with an order I made on 06/05/[redacted] for two dresses totaling US $29.41 from Belleyoo Store. Upon receiving the package on 18/06/[redacted] and picking it up on 21/06, I discovered that neither dress matched what I had originally ordered in terms of materials, design, and pattern. I promptly informed the seller of this discrepancy, providing photos as evidence. The seller advised me to return the package and shared the address for the return. Once the package was dispatched, I notified them and later discovered through tracking that it had been received by the seller. Despite this, the refund process has been problematic as they claim refunds must go through AliExpress and have repeatedly directed me to the 'open dispute' option. They have now provided contact details for their help center after delays in responding to my inquiries. I acknowledge my oversight in not thoroughly understanding the refund process initially. I remain hopeful for a resolution as I am hesitant to place future orders without a refund. This experience has been unlike any other online purchases I've made, and I am seeking assistance in obtaining my refund. Additionally, I have noticed discrepancies in viewing my previous orders and messages only through the mobile app, while my PC account appears empty. I would appreciate any insight into this matter. Thank you for your attention to this matter, Maria B.

I initiated a dispute to return an item and communicated with the seller, who directed me to wait for AliExpress to provide the return label. Despite my efforts, including trying to contact customer service, the dispute was closed without a refund due to not sending the return. I didn't post the return because the required label was not provided within the free return period of 15 days. I seek a prompt, efficient, and professional resolution to receive my entitled £12 refund without bearing the return postage costs, as originally expected. This situation has been frustrating, and I hope for a swift and satisfactory outcome.

Subject: Issue with Aliexpress Order Dear Aliexpress Distribution Team, I am writing regarding an error in my recent order. The invoice shows a charge of $41.28, inclusive of international shipping fees. However, this is the fourth time I am reporting this issue. I have only placed two orders on Aliexpress, with the other order amounting to $5. I have confirmed receiving the parcel, therefore "Payment for another order with same value" does not apply. Additionally, "Payment was triggered multiple times and processed successfully" is inaccurate, as my bank statement reflects a single transaction. In a previous dispute, the explanation "Bank hold on money temporarily" was refuted by my bank, as they do not hold funds temporarily for Aliexpress transactions. The suggested reasons for the complaints are thus unfounded. I kindly request a refund of the extra $16 erroneously charged. I can provide proof of the actual amount billed and my bank statement if necessary. Furthermore, after contacting customer service, it was revealed that the amount charged was in USD, despite the website displaying AU, resulting in an overcharge. I have documentation and screenshots to support my claim. I apologize for any inconvenience caused and appreciate your prompt attention to this matter. Sincerely, [Initials]

I recently purchased a car product on AliExpress from a seller I commonly use. Without realizing it, the seller messaged me stating they couldn't ship my order and advised me to dispute it to get my money back. I followed their instructions and opened a dispute. To my surprise, the seller falsely confirmed delivery, causing me to lose out on a refund. My name on the platform is busaine4. The order number for this issue is [redacted][redacted]. On a separate note, I ordered another car product that I later realized wasn't suitable for me. I contacted the seller within three hours to cancel, but they refused. The order number for this item is [redacted][redacted]. Both products amount to nearly $80, and I am disheartened by the way AliExpress sellers handle such situations. If these matters aren't resolved, I am considering closing my AliExpress account and refraining from future purchases on the platform.

Good morning, I have been using my account to order goods, but I have encountered a problem. When I try to view my account, there is no information displayed, including my shipping address, phone number, and name. Despite trying to order more goods, my account is frequently unavailable. I attempted to register again, but the system indicates that the email already exists. I recall that I have another account with Alibaba Group on the same device and had signed out to continue with my AliExpress account. I need a speedy resolution to this issue. Thank you.

I am having an issue with Drillpro Global Store. I purchased a solar pump, Order number: [redacted][redacted], Quantity: 1, for PLN 69.07. Unfortunately, the item I received is not working properly. I promptly informed them upon receiving the damaged goods. Despite sending photos as evidence, they keep asking me to check it with the solar panel. They offered a $5 refund as compensation, but I insisted on a full refund. It has been a frustrating experience trying to get a resolution since July 13. I am still waiting for a refund. I appreciate your attention to my concern.

I am experiencing an issue with an order from the Drillpro Global Store for a solar pump. The order number is [redacted][redacted]. I ordered one unit for PLN 69.07, but unfortunately, the item I received is not functioning properly. I contacted them immediately after receiving the parcel to report the damage. Despite sending photos showing that the product does not work under direct sunlight, they keep asking me to check it and only offer a $5 refund as compensation. I have insisted on a full refund since the equipment is not working as expected. It has been a frustrating process since July 13 trying to resolve this issue and get a refund. I would appreciate it if my problem could be addressed promptly. Thank you.

Hello, I ordered two parcels, one camera, and two music boxes. The tracking status shows they have been delivered, but I have not received them. After contacting Hermes, they informed me that the shipments H[redacted][redacted]81 and H[redacted][redacted]81 are lost. They advised me to reach out to the sender for further assistance. Despite the seller claiming to have sent the parcels, they are nowhere to be found. Can anyone offer guidance on resolving this issue? Thank you. - Katrin R.

Hello AE service, I am reaching out about my case Escalation ID [redacted][redacted]. On August 30, I received an email from you regarding the duplicated tax refund mentioning "Trackings number RV[redacted]88CN is not visible on the invoice provided." However, I would like to clarify that the Austrian customs do not utilize the logistical tracking number in their system. The tracking number has been transferred as the "WarenNummer," which is their own tracking number. You can easily see the link between the two numbers (WarenNummer) in the two different Austrian customs documents that I have uploaded for you. Therefore, the logistical tracking number in the invoice file now stands as the WarenNummer. There has been no mistake. Please review the invoice file attentively. The issue with the double-charged tax refund has been ongoing for over 45 days since I opened a dispute on July 14. I have faced difficulty in reaching you as you do not accept feedback via email. The online chat is automated with the EVA robot, and for a week now, I have been unable to speak with an agent. Despite waiting daily for 20 minutes, I have not been connected to an agent. This lack of direct communication with a human agent has left me feeling frustrated as a customer. I am extremely disappointed with AE. It has been over a month and a half, and I have invested a significant amount of time and effort into resolving this issue. I am emotionally drained and exhausted from this claims process. This will be my final attempt to contact you. If the matter is not resolved, I will not hesitate to share my experience with AE's customer service online. Thank you, Longmann 03.09.[redacted]

Hello, I am reaching out for assistance with my recent order (Order # [redacted][redacted]) as the product stopped working after 14 days. The seller responded to my inquiry on the 18th of August, requesting specific information about the solar panel parameters, connection details, usage history, inverter status, and a video or photo for further assessment. I promptly provided all the necessary details as requested, including the product code, but have not received any response from the seller since then despite multiple follow-ups. I kindly ask for your help in resolving this matter. Warm regards, Roland Z.

Hello, I am still facing issues syncing my store's stock with AliExpress suppliers. I am currently awaiting a response from the hosting platform of my store for further clarification on this matter. I am eager to know if this syncing feature is a benefit that I should have access to. I will provide an update once I receive more information on the situation. Best regards, Serge Gauthier je-suis-yoga.com

Hello, I hope this message finds you well. I placed an order for a product with tracking number RB[redacted]36SG back in February [redacted]. Unfortunately, despite opening a dispute on May 25, [redacted], it was dismissed under the assumption that the goods had been shipped to my country. As of August [redacted], the goods have not arrived, and upon checking with my local post office tracking department, it was revealed that the items have not been shipped at all. The product, valued at over $20, has been showing a status of logistics delayed. Please investigate this issue, as the previous handling of the dispute was incorrect. I kindly request that the seller refund my money due to the non-delivery of the goods. Thank you for your prompt attention to this matter. Best regards, Mayowa Samuel

Hello, I placed an order for a product with the tracking number RB[redacted]36SG back in February of this year ([redacted]). Despite opening a dispute on May 25th, [redacted], due to not receiving the goods, my dispute was dismissed under the assumption that the items had been shipped to my country. By August [redacted], the goods still had not arrived, prompting me to investigate with my local post office's tracking department. This inquiry revealed that the goods had not been shipped. I have been waiting for this product valued at over $20 since February. Currently, the tracking information has been updated to show logistics delays with a promise of delivery soon. I kindly request your assistance in resolving this issue, as the initial handling of the dispute was erroneous. Thank you in advance for your attention to this matter. Sincerely, Mayowa S.

I have made three orders of bed sheets from ELKA STORE. The first order was for one bed set, the second for two bed sets, and the last for three bed sets. Unfortunately, they only sent me half of my last order. Despite my numerous messages, they have not refunded me or provided information on the missing items from my first and second orders. The tracking information indicates that the delivery was canceled and orders were returned to them. However, they are not responsive and keep directing me to the post office without giving me specific details. I have been dealing with this issue for a month and I am dissatisfied with the service compared to other sellers on AliExpress. I would appreciate any assistance in resolving this matter.

Hello, My name is Sohail, and my email ID is [redacted]. I ordered a Baseus Vacuum Cleaner with the order ID [redacted][redacted]. I selected fast shipping as I needed the item within 7 to 15 days. However, the seller confirmed the order after 5 to 6 days, and now the status shows a logistics delay with a message stating "Pending Shipping by the seller EE[redacted]12CN." It appears that the seller has not yet shipped the order, so I have decided to cancel it. I am very disappointed with my experience on AliExpress. It is frustrating that there is no way to speak with a live agent to address this issue. This kind of situation damages the reputation of AliExpress. I have shared my concerns with my friends and on other forums. I hope my complaint leads to a resolution soon. Thank you in advance for your assistance. I believe this forum can provide the best and fastest solution. Best Regards, Sohail

Dear Sir, I would like to report a purchase issue concerning a 12-month subscription I bought from Hot-Sale-TV Store for $21.91 on July 6. The subscription stopped at the end of August with all links being inactive. After contacting the seller on September 2, I was informed that the store closed and a new one, Best-Sale-TV-Store, was opened. Yet, both stores did not respond to my inquiries on September 2, 4, and 7 regarding the subscription renewal. Feeling deceived, I am reaching out to AliExpress to address this matter and either refund my payment or reactivate the subscription promptly. Best, Eitan S. [redacted]