AliExpress Customer Service Issues

Hello, I recently made a purchase on AliExpress with Order ID [redacted][redacted]. I opted for AliExpress Premium Shipping at a cost of USD $16, but the seller shipped it using standard shipping instead. My deadline is in April, and I need the items by the end of March. As a budget-conscious student, it's crucial for me to have these items quickly. I'm hoping to get a refund so I can find another seller who values timely shipping. The lack of response from the current seller has been disappointing despite me sending evidence screenshots. While the price difference between standard and premium shipping is minimal, the delivery date is critical. Your prompt attention to this matter would be greatly appreciated. Thank you. Best, Serina

I placed an order on AliExpress with order number [redacted][redacted]. However, the supplier contacted me to say the price was too low and requested an additional dollar for shipping. Uncomfortable with this, I decided to cancel the order. The supplier mentioned I should select a specific reason code, or else they would not agree to the cancellation. I find it unfair that the supplier is unwilling to send the item due to the low price listed. It seems misleading that the shipping cost was not included in the displayed item price on AliExpress, leading to additional unexpected charges. Below is the email from the supplier: "Dear friend, unfortunately, the price is too low, and my boss insists that we cannot ship orders at a loss. Could you kindly add $1 as a shipping fee to cover the costs? Hoping to hear from you soon. If you prefer not to add the fee, please cancel the order using the reason ""other"" or ""do not want to buy it"". Cancelling with these reasons will speed up the refund process. Otherwise, we may not agree. Thank you for your understanding. Have a nice day."

On January 18, I made a purchase, and it was shipped on January 20. Expected delivery was February 8 or February 11. I haven't received any updates since February 2. The seller assured me it would arrive shortly. By February 26, over a month had passed, and I was concerned. The seller mentioned a refund if it didn't arrive in 3-5 days, which would be March 1 or March 5. I agreed to the refund. However, by March 1, I was notified that the goods were received automatically. Despite that, I hadn't received anything. The seller mentioned a refund in 2-5 business days, which should have been March 5 or March 8. I reached out again but only got a smiley face in response. I feel Aliexpress has mishandled this situation, and I am still waiting for my refund as of March 12. If not resolved soon, I may seek legal action.

I have been assured multiple times by the seller, Simon Wang, and your team that I would not receive a refund. However, this morning, Simon Wang emailed me saying he would issue a full refund because my package got lost. Despite my repeated explanations that the package wasn't delivered, Simon Wang kept requesting my email and phone number, which I had already provided during the order. Now, he is asking for my PayPal information to process the refund, which I am hesitant to share for security reasons. I kindly ask for your assistance in resolving this matter, as I did not have to disclose personal information for previous transactions like when I called eBay for free shipping stamps or for my refund.

I've been informed multiple times by both you and the seller, Simon Wang, that I would not be receiving a refund. However, early this morning, Simon Wang emailed me stating he would fully refund me as my package was lost. Despite being repeatedly told by both Simon Wang and yourselves over the past week that it was delivered, I have maintained that it was not. Simon Wang has requested my email address and phone number multiple times, to which I have stated my reluctance to provide personal information again if it was already given during the original order. Now, he is asking for my PayPal details to process the refund, which I am hesitant to provide. I kindly request your intervention in resolving this matter. Last week, when I contacted eBay for free shipping stamps, I did not disclose my personal information, nor did I have to provide personal details for my refund.

I have been informed multiple times by you and the seller, Simon Wang, that I would not receive my refund. Simon Wang emailed me early this morning, stating that he will issue a full refund because my package was lost. Despite being told by him and you over the past week that it was delivered, I kept insisting it was not. Simon Wang requested my email address and phone number repeatedly. I clarified that I am unwilling to provide my personal information again since it was already given during the initial order. Now he is requesting my PayPal details for the refund, which I am hesitant to share. I require your intervention to manage this situation. Last week when I called eBay for free shipping stamps, I did not have to provide personal information, and the same for my refund. I simply want my refund processed.

I would like to open another dispute regarding my order for a drill that is no longer working due to a faulty rechargeable battery. The original order was supposed to come with two batteries, but only one was sent, resulting in a partial refund. The single battery that was included has since stopped working, and despite contacting the seller multiple times, I have not received a satisfactory resolution. I believed there might be a basic warranty covering the item, and while the seller initially seemed willing to compensate for the issue, there has been no progress. I would appreciate it if this matter could be addressed promptly. Thank you for your attention to this matter.

I placed an order for a custom-built guitar with the agreement that progress pictures would be provided. Despite my requests to see pictures before applying the finish and offering more time for adjustments, the seller ignored me until I canceled the order. Even after cancellation, I received a picture of the unfinished guitar but my outlined areas for improvement were disregarded. As the seller has only one day left to ship an unfinished item, I stressed the importance of communication and seeing the progress before shipping. However, my requests were met with silence, leading me to cancel the order again and dispute the charges on my credit card. Lack of communication has made it impossible to continue business with this seller.

Subject: Urgent Refund Request for Lost Shipment Hello, I recently received an email from Company "Correos de Chile" regarding the lost shipment ALS[redacted]6 related to claim [redacted]. The email mentioned that a refund is possible through the SRP service in case of lost or damaged items managed by Correos Chile. The refund will be reimbursed directly to the AliExpress distributor as per the commercial agreement. If the delivery failed due to incorrect address information, the shipment will be sent back to the sender. It is advised to reach out to your supplier to arrange for a refund or a new delivery promptly. I apologize for any inconvenience this may have caused and appreciate your prompt attention to this matter. Thank you.

Hello, this is Loretta Jones. I am experiencing unpleasant treatment from the Smoke Store supplier I previously mentioned. The same supplier mistreated me in November and they are now refusing to process my refund. After agreeing to send the product to me, they initially placed it back on my list yesterday but removed it again today without explanation. When I tried to provide evidence of our agreement, they deleted my messages and are not cooperating. This supplier has consistently been unkind and is unlike other suppliers I have dealt with in the past.

On January 25th, I received a package from AliExpress without an invoice or contact information. The return address on the package is as follows: AliExpress Changi Airfreight Center PO Box [redacted] Singapore [redacted] I am requesting a full refund as the item received was not what I ordered, and it arrived three weeks late compared to the expected December 19th delivery date. I have attempted to contact customer service online, but I could not chat without an AliExpress account, which was not required when I responded to the ad on Facebook or Instagram. I have been trying to resolve this issue for the past two weeks since the package arrived, and I was only able to find a phone number yesterday. I am eager to hear back from you at your earliest convenience. Thank you for your help. Helen S. [redacted] [redacted]

Dear Customer Service, I placed a large order on 28-02-[redacted] through my account associated with this email. All items are supposed to be covered under AliExpress direct shipping, as I have used it twice before. However, I received a notification that one item from my order has arrived at the local post office. When I went there, only one item from my order, [redacted][redacted], was available. The post office is asking me to pay 11 AED (2.99 USD) for this order, claiming 10 AED is for administrative fees and 1 AED for taxes. They mentioned that for all items received, I would have to pay the same fees. On your website, it states that AliExpress direct shipping is for orders over 60 USD and includes free door-to-door delivery and VAT. This experience is frustrating as I have already paid VAT and was expecting free shipping to my door. I was planning to make a new order but cannot afford these additional fees. Please advise as I urgently need these items and do not want to pay extra at the post office. Thank you.

I am Loretta J., and you can reach me at [redacted] Last week, I noticed that the last eyelashes I ordered were placed in the feedback area without my confirmation and then were removed from my orders, similar to what happened with the necklaces I ordered. There seems to have been some confusion as I didn't confirm these items and believe someone may be manipulating my account, removing items I haven't received or approved. The eyelashes went unnoticed, but now I'm worried about the Indian jewelry necklaces I have yet to receive. These items are part of a larger order of [redacted] things, including earrings, a bracelet, and rings from AliExpress. Without the necklace in my orders, I cannot contact the seller to inquire about its status. I value being in control of confirming orders and providing feedback, so I would appreciate if the necklace could be included in my purchase.

Hi, this is Loretta Jones from Indianapolis. I placed an order on 2/29/20 for an Irregular Green Howlite Stone Beads Pendant Necklace. The order was shipped on 01/13. I paid $7.99 for it. The seller is One Sunshine Jewelry Store with Store No:[redacted] ID:[redacted][redacted] e-Packet LN[redacted]17 CN. I received a package today and noticed a discrepancy where my feedback and star rating were confirmed without my input. When I contacted the seller, the feedback suddenly appeared as if I confirmed the order. This seems dishonest, as I didn't delete or confirm anything.

Subject: Refund Status Inquiry Dear Customer Support, I am writing to inquire about the status of my refund requested on 11-Feb-[redacted]. I have not yet received the refund and would like some assistance tracking it. Please refer to the email communication below for more details. Thank you for your help. Sincerely, A.A.

Hello, this is my first experience ordering from AliExpress. I purchased a tablet PC with 3G and 4G LTE on the platform, and it arrived on March 13, [redacted], a week ahead of the expected delivery date. Although it was delivered in good condition, the tablet unexpectedly turned off after 10 minutes of use. Despite my attempts to restart it, the device remains non-functional. I have reached out to the seller for assistance, but have not received a response. Unfortunately, I am unable to open a dispute as I already confirmed the delivery. I am dissatisfied with the product and would like a refund or a resolution from the seller. I kindly request AliExpress to facilitate either a refund or a resolution. Thank you.

Dear Aliexpress, I am writing to file a formal complaint regarding one of your sellers, Shop[redacted] Store. I purchased shoes from them a couple of weeks ago. Despite a sizing error on my part, the shoes arrived damaged and emitting a strong industrial varnish smell. Even after a few days, the odor persists, causing me concern for the safety of the product. When I contacted the seller with photos and videos of the issues, their response was minimal and more focused on ending the dispute rather than resolving the problem. They requested that I bear the cost of return shipping, which I declined since I had already lost $30 on the purchase. Instead of addressing the issue adequately, the seller offered a mere $10 refund, which I find unacceptable. Unfortunately, I am unable to report this on your website as it requires a URL that no longer exists due to the seller's efforts to remove the product. This experience highlights the seller's lack of integrity and poor customer service, and I felt compelled to bring it to your attention. Sincerely, Jessica F

I encountered an issue with order number [redacted][redacted] and the seller on AliExpress. After placing my order for medication, the seller contacted me the next day requesting extra money for faster shipping. I responded promptly, asking to cancel the order due to the increased cost compared to other sellers offering the same product. Despite my swift reply, the seller claimed the item was already shipped and rejected my cancellation request. This situation raises doubts about the seller's honesty, leaving me dissatisfied with their service. I now prefer to make my purchases on AliExpress over eBay to avoid dealing with such deceitful sellers in the future.

Dear all, I recently signed up with AliExpress and had a disappointing experience with my first order. On March 14th, I purchased 11pcs/set Pull Rope Fitness Resistance Bands from a seller. However, on March 18th, I received an email stating that shipping costs had increased by $2, prompting me to consider canceling my order as I found better deals for the same product. Shortly after expressing this, I was informed that my order had been shipped. Today, I received another email from the seller claiming they no longer have the item and asked me to cancel the order in 10 days for a full refund. Surprisingly, the item remains available on the site with increased shipping charges, leaving me uncertain about the seller's intentions. I have all the necessary documentation. Your assistance would be appreciated. Thank you.

Hello, I experienced an issue with my recent order ([redacted]) as the payment did not go through your system. A previous order using the same credit card and for the same product had been successful. I had to cancel the first order as it turned out to be the Chinese version, which is not what I wanted. I placed a new order for the global version today. Please resolve the payment problem promptly so I can complete the transaction. Feel free to contact me via email at "[redacted]". I would also appreciate a phone call at +[redacted]7 or your customer support number. Thank you, Z.Y.