AliExpress Customer Service Issues

Hello, I am an experienced member of AliExpress, but I have never encountered issues until now. Initially, the seller promised swift delivery via DHL DDP, but after I made the payment, they utilized their own method HJYT for shipping. After waiting for 30 days, I contacted the seller, who presented me with a picture of my parcel at a sorting facility. However, a few days later, he claimed it was delivered. This seems to be a scam as I have not received any item from the seller. Upon inquiring about the delivery details – company, person, or tracking information (HJYTE[redacted]YQ), the seller avoids responding during their business hours in China. I have already initiated a dispute, but I am keen to discuss this matter with a live agent who can comprehend the situation better than a computer. Your assistance in resolving this issue where the seller seems to be deceiving me would be greatly appreciated. Regards, Asif J. Burewala, Punjab, Pakistan

Order Reference: [redacted][redacted] Tracking Reference: CT[redacted]84DE My parcel was initially sent to Cainiao Warehouse Express for DHL Parcel shipping, with contact information provided as [redacted] Despite the parcel being returned to DHL Germany, there was no communication regarding DHL's involvement in the shipment. DHL Germany overlooked the necessity of verifying a deliverable address, a requirement under their policy. This resulted in the parcel being redirected to DHL Portugal without reaching the final address, which was a post box. Although DHL informed Cainiao to claim the parcel within 10 days, no action was taken, leading to the parcel being sent back to Germany. I believe DHL should follow their policy and resend the parcel to DHL Portugal for collection at the Quartera depot. I now have a contact at DHL Lisbon to ensure proper handling of the parcel. I have a detailed report in PDF format with supporting evidence available upon request.

I recently bought a tablet from Aruiqui Store. It was the 5G tablet PC 11-8” with [redacted] GB storage and [redacted] GB phone. The item had Android 10 and a [redacted] mAh battery, with 4G and Wi-Fi capabilities along with dual SIM cards. Despite all its features, I faced an issue as there was no apparent slot to install the SIM card. I contacted them multiple times, explaining the problem, but their response seemed unhelpful, just instructing me to find a way to access the slot. After sending them photos, they suggested getting assistance. Frustrated, I opened a dispute on AliExpress with evidence. Initially, things seemed fine as I monitored the dispute online, but to my dismay, it suddenly closed without resolution. I find myself in a familiar situation from three years ago where I had to return a faulty product for a refund after disputing. Despite complying, I faced delays, and the refund never arrived. This time too, I fear a similar outcome. Disheartened by my experience, I hope for a resolution soon. Thank you, Jerome Camp.

I recently ordered 2 packages from AliExpress. Unfortunately, there was an issue with the address, even though the postcode was correct. The tracking status shows that the parcel was delivered, but it was actually returned to the post office and then back to the sender. I have tried reaching out to the sender several times, but they are not cooperating and refusing to file a claim with the post office. They claim they have not received the item, even though the tracking information clearly shows it was sent back to them.

I am having trouble accessing my AliExpress account as it was linked to my Facebook, which has been hacked. I have been a loyal customer for over 12 years and I am close to becoming a diamond member. I have shipped orders that I am now unable to track due to this issue. I would appreciate it if my status could be preserved to avoid losing everything. Profile Name: madeko Facebook User Name: madeko mimi tosin Hacked Facebook Account: [redacted]

I have an account on Aliexpress. I attempted to change my password after receiving the code, but the website is not accepting any of the new passwords I input. I have tried various combinations of punctuation, capitalization, numbers, and letters to no avail. Despite my efforts, the system is not recognizing any password I try. I have attempted to reach out to their customer service through multiple channels, yet I have not received a resolution. It should not be this difficult to update a password. If this persists, they may risk losing me as a loyal customer. I made another unsuccessful attempt on September 10, [redacted], receiving the same error message stating that my password does not meet their requirements.

I am experiencing issues with order number [redacted][redacted]. The item I received was faulty, and despite providing video evidence, it did not upload properly. I then took a picture as evidence and opened a dispute. Although I reuploaded the video, it did not seem to attach to the case. The seller agreed to send a replacement if I returned the item, with them covering the postage cost. I have shipped the item back and provided tracking details (Fedex [redacted]59), but the seller has not fully refunded me for the return postage. I was unaware that AliExpress provides postage labels, and I am unsure about the status of the case. I am reaching out for assistance as a new AliExpress user, as my overall experience has not been positive.

Hello, I placed an order with TigerWing International's store over 2 months ago. The package seemed to be returning to China since July 28, but it never arrived in my country. After reaching out to the seller, I was advised to wait, which I did. However, when I eventually decided to file a dispute to get a refund, the seller was uncooperative. I am extremely disappointed and seeking a refund. I can provide evidence such as chat screenshots, tracking information, and payment details to support my case.

I recently initiated a dispute on AliExpress due to an order not arriving within the protection period. Unfortunately, the item did arrive later but was damaged. I promptly uploaded images of the damaged product during the dispute. Even after providing evidence, the outcome was not in my favor, and I was denied a refund. The seller has since requested a video of the damaged product, which I sent via email as instructed. However, they now require a picture of the package info decal, which I discarded after the damaged order arrived, as this request came after 2 weeks. The seller suggested a refund via PayPal, but I would prefer the transaction to be handled through AliExpress. The seller informed me that I need to contact AliExpress directly to initiate the refund process as they are unable to do so. I am seeking assistance on how to proceed. Thank you for your help.

I have encountered an issue with a purchase I made from Drillpro Global Store. I bought a solar pump and unfortunately, it arrived damaged and not working. I contacted them on July 14 to report the damage, but so far, I have not received a proper refund. They have only offered $8 as compensation and keep suggesting I check the pump via email. The messages from Drillpro seem to indicate that they are willing to refund $8 for the inconvenience and suggest using a different model of pump. However, I am still waiting for a resolution to this problem with the damaged goods.

I have attempted to contact the service department and Lotmaxx sales without receiving any response. Below are the details of the issue: Regards, Ray Voigt Subject: FW: RE Lotmaxx SC10 Shark V2 Hi Henry, I am hoping you can assist. Please see the details below. Regards, Ray Voigt +64 [redacted]1 Subject: RE Lotmaxx SC10 Shark V2 Good afternoon, I am reporting an issue with my Lotmaxx Shark V2 purchased on 29th May [redacted]. The touch screen is not lighting up as expected. I have tried troubleshooting steps without success. Your timely assistance is appreciated. Regards, Ray Voigt

Tracking number HJYTE[redacted]YQ indicates that the package from China was marked as delivered, but I have not received it. I opened a dispute with AliExpress, but unfortunately lost as the seller provided proof of delivery. However, PostNL, the local postal service, has no record of receiving the parcel, even though the tracking information shows it was sent to them. The delivery time seems off, as it states 23:30, but PostNL typically does not deliver after 18:00. Additionally, I did not sign for the package. I urge AliExpress to assist in finding the parcel as 17TRACK indicates it has not been delivered. If the parcel cannot be located, I request a refund.

I purchased a code from AliExpress, and they informed me it was out of stock, which was fine since I didn't need it until Christmas. However, I recently noticed that my entire order history from the past three years is missing from my account. After discussing the code with the store, they claim to have no record of my order. I need to retrieve my order history to prove my purchase and request a refund. I reached out to PayPal, even though I didn't use it for this transaction, and plan to visit the bank today as I used my debit card. How can I recover my order history without using PayPal?

Hello! I purchased a multimedia player from the Chinese shop "Peng GPS Store" via AliExpress in September [redacted]. Upon delivery, I received the wrong model with incorrect specifications that were not as described. After contacting the shop, they acknowledged their error and offered a monetary compensation that did not fully cover the mistake. I opted to return the player to China, which the shop agreed to. I covered the shipping costs myself, and it was successfully delivered back to the shop on 28/10/[redacted]. Despite contacting the shop several times, I have not received a refund yet. I have a record of all our conversations and can provide any necessary evidence, such as invoices, to support my case. I am feeling quite desperate about this situation and hope you understand my predicament and can guide me on what steps to take to get my refund. Thank you for taking the time to hear my story. Best regards, Waldemar

I reside in the Canary Islands, an autonomous region of Spain outside the EU Customs Union. As a resident, I am not required to pay VAT on my purchases. Although I own a Canarian Limited Company, we do not have a VAT number since VAT does not apply here. Instead, we have IGIC numbers, which are a 7% tax specific to the Canary Islands. Recently, AliExpress started adding 21% VAT to my orders despite it not being applicable to me or my company. They suggested I register as a business account with a VAT number to avoid the tax. However, as we are outside the EU for tax purposes, we cannot register for EU VAT. I attempted to resolve this by contacting AliExpress Customer Service but did not receive helpful assistance. An AliExpress seller mentioned the 21% tax is added automatically. How can I stop this erroneous charge? Your guidance is appreciated.

I placed an order total of €49.09 for 3 items from AGOTYOO Official Store on July 30, [redacted], at 6:42 AM. My Order ID is [redacted][redacted]. The expected delivery time was within 10 days, but the package has not arrived. The first delivery attempt was on August 12th, which was after the specified 10-day delivery window. Despite several more failed attempts, the products were marked as delivered incorrectly on AliExpress tracking. The tracking number RS[redacted]14DE confirms that the items have been returned to the seller, not delivered to me. My dispute was rejected due to lack of evidence, even though I provided screenshots of the unsuccessful delivery attempts from track24.net and 17track.net. After appealing, the dispute was closed, and I was advised to contact the seller for resolution. The seller informed me to seek assistance from AliExpress. I need help with resolving this issue.

Hi, I recently purchased two casual men's jackets but unfortunately, neither of them fits me well. I have already contacted the seller via email through the message center but have yet to receive a response. I would like to request a refund for these items. My order ID is [redacted][redacted]. Product Details: - [redacted] Jacket Men Fashion Casual Loose Mens Jacket Sportswear Bomber Jacket Men's coats Plus Size M- 5XL Wind Breaker - Color: Blue - Size: M - Price Per Unit: C$15.43 - [redacted] Jacket Men Fashion Casual Loose Mens Jacket Sportswear Bomber Jacket Men's coats Plus Size M- 5XL Wind Breaker - Color: Green - Size: M - Price Per Unit: C$18.16 - Product Amount: CA C$33.59 - Shipping Cost: CA C$8.11 - Total Amount: CA C$41.70 Thank you.

Regarding Order [redacted][redacted] Awaiting Return Dear Sir or Madam, I am experiencing an issue with the return label. The motorcycle pants with inner lining were delivered in 2 packages. Regrettably, I only managed to obtain a return label for 1kg from UPS, with the inner lining weighing approximately 0.5kg and the motorcycle pants around 1.5kg. I require an additional 2kg return label from UPS. Kind regards, Manfred Fuchs

Dear Support, I am writing for help regarding an order issue. The product I ordered has not arrived, but the seller claims it has. Despite opening a dispute, AliExpress ruled against me. Now, I am being asked to provide missing package documentation from Global Package, but I am unable to find any contact information for them. This situation has been very challenging to navigate, and I feel frustrated by the lack of assistance from AliExpress. I am disappointed by the implication that I am being untruthful. Feeling disregarded by both the seller and AliExpress, I seek guidance on how to proceed with providing the necessary documents. Your help in resolving this matter would be greatly appreciated. Thank you.

I purchased two items from the seller but only received one, which was not functioning properly. I asked for a replacement or a refund, providing video evidence of the faulty item. Unfortunately, I cannot share the videos here due to file restrictions. After some back and forth, the seller agreed to send me two working mice as originally ordered. When I inquired about the shipment and tracking information, the seller was uncooperative. Eventually, they promised a refund, which I accepted. However, I have not yet received the money. I possess all the necessary evidence to support my case and hope for a fair resolution.