AliExpress Customer Service Issues

I placed an order for vinyl wrap and later canceled it. However, the refund was not processed to my credit card but was instead added to my bonus account, which I couldn't locate. Today in March, I placed a new order hoping the refund would be applied, but it seems it hasn't. I have been charged $[redacted] for the new order, and $[redacted] is still in my bonus account. Kindly refund the original purchase amount to my credit card as expected. Otherwise, I will have to reconsider using your services in the future. Thank you, Eric H. from Garibaldi Highlands, BC VoN 1TO.

Dear Aliexpress team, I recently purchased a robotic cleaner from your platform, but unfortunately, it does not effectively clean as expected. The seller claims it works perfectly, but it clearly does not meet my needs. I would like to return the item for a refund. I insist on free return shipping as the product's performance is unsatisfactory. I have been a loyal customer of Aliexpress for years, and I am disheartened by this experience. I believe in your customer service and hope for a resolution to this matter promptly. Thank you.

I need assistance with an open dispute as I have not received a return label from the seller. The shipping carriers do not accept parcels to China, making it impossible for me to return the item. How can I obtain a return label from the seller to cover shipping costs? How should I proceed with the return process? I need a refund before the dispute is finalized, as I am unable to make a demand on the Aliexpress website after initiating the dispute. I am required to provide a sender and tracking number. Could you please advise on the next steps to resolve this matter promptly? Thank you. Best regards, E. J. Kuhnert.

Hello, my name is Eric M. I would like to understand why every time I order an Android TV box T95, I never receive it. It's frustrating that each time I order the TV box at a very low price, there's always an issue. I have ordered 4 or 5 Android TV box T95 devices, and I have had to ask for a refund each time. It's strange that this keeps happening. I would appreciate it if someone could contact me by phone because every time I send a message, I never hear back. My number is [redacted]. I am awaiting your call to explain the situation.

I recently sent back faulty items to a seller who is supposed to cover the return postage costs. However, the seller is refusing to refund me for the return postage. According to AliExpress's guidelines, I should contact them to receive a coupon to cover these costs if the seller doesn't comply. Unfortunately, I couldn't find a way to contact AliExpress on the website. I am frustrated by this situation as I followed the instructions given by AliExpress, and I am now out of pocket by £12.25 from Order ID: [redacted][redacted]. This is unacceptable to me.

I recently had to return a defective item due to it being a fraudulent purchase. I was promised to be reimbursed for the shipping costs incurred. The order number was [redacted][redacted] and the return number is CY [redacted] [redacted] [redacted] DE. The shipping cost amounted to €40, as the current corona situation made cheaper shipping impossible. Aliexpress required me to cover the return shipping expenses myself with the assurance of reimbursement from the seller or Aliexpress. However, these assurances have not been fulfilled so far, leading to my decision to refrain from making future purchases on the platform.

The seller claims the product is classified as contraband and cannot be shipped. My system, associated with a reputable company, doesn't allow cancellations. The seller's site promises automatic refunds if the item isn't sent in 5 days. However, my system indicates only the seller can authorize cancellations. The seller insists on me initiating the cancellation for the refund process, but I can't access the inactive cancel button on my side. The system mandates the seller handles cancellations, not me. Sadly, I lack the IT access as it's a different department, breaching company rules. I hope AliExpress can resolve this, ensuring immediate refund procedures post cancellation. A Pix transfer was made promptly, expecting clear details on the refund process from the company for reassurance. Thank you!

The seller claims the product is considered contraband and cannot be shipped. My system does not allow me to cancel the order because the site is deemed untrustworthy by the company's server. The cancellation process must be automated since the seller's website states that if the product is not shipped within 5 days, an automatic refund will be issued. Despite being told that only the seller can process the refund, the cancellation button in my system is inactive, and I do not have the necessary access to IT to resolve this issue. I hope this can be addressed promptly to ensure that if a refund is initiated, it reflects instantly, especially considering the Pix transfer made from one account to another. I request clear communication about the refund process, including the date, time, and the company responsible for it. Thank you.

Dear Customer Service, I am reaching out to address an issue with my recent order. Regrettably, I have yet to receive my package. The seller seems uninterested in investigating the matter. The tracking information shows the item was delivered on 3/1/23 and signed for by an unauthorized individual at the wrong address. It appears there may have been confusion due to two locations with identical addresses nearby. The correct delivery location should have been [redacted] Erharting Hauptstrasse 14, not [redacted] Töging Hauptstrasse 14. If the situation is not resolved, and I receive neither my order nor compensation, I may have to reconsider using Aliexpress for future purchases. The DHL tracking number for this order is LS[redacted]91NL. Thank you for your assistance. Best regards, A. Stadler

Hello, I placed order number [redacted][redacted], which is marked as delivered in the mailbox, but I have not received anything. I opened an online dispute and was advised to contact the carrier, which I did. The carrier said it was delivered in the mailbox, but I explained that there was nothing in my mailbox (the package may have been delivered to the wrong mailbox). What can I do? Best regards

I am facing an issue with a defective 24V x [redacted] Ah battery I received from the dealer, which has been confirmed unusable after multiple checks. Despite the dealer's request to return it to China from Germany, the costs are too high. The goods were dispatched from an EU warehouse. Attempting to return them already cost me [redacted] euros to collect from an airport [redacted] km away. Any assistance would be appreciated. Store: [redacted] Stor. Order number: [redacted][redacted]. Regards, Dirk S. Email: [redacted]

I purchased 2 pairs of women's shoes on Aliexpress. One pair is damaged, and the sizes do not match. The second pair also has sizing issues. I've tried to file a complaint multiple times with no success. I receive responses, but they do not address the complaint. I've had enough. Please assist me in getting a refund for both pairs. Why am I not directed to a German-speaking representative? Not everyone speaks English! Order number for the black shoes: [redacted][redacted]. For the white shoes, the order number is [redacted][redacted]. Both are size 40. Sincerely, Harald Hager.

I am encountering an issue with the seller "Smart3C Store" that I have been unable to resolve despite significant effort and patience. On June 27, [redacted], I placed an order for a TH-16 Smart WiFi Switch 16A/3000W Monitoring Temperature Wireless Home Automation Kit with Order No: [redacted][redacted]. Despite the delivery status showing as "delivered," I have not received the item. I have contacted the local carrier service multiple times, but they redirect me back to the seller. The seller promised to refund me if the item did not arrive within 7-10 days but has since failed to do so. They are unresponsive to my messages and have not provided proof of delivery. I request your intervention to ensure either delivery of the item or a refund. I grant permission to review our conversation and verify my claims. Additionally, a similar delivery issue occurred with Order No: [redacted][redacted], where the item was marked as delivered, but I did not receive it. Fortunately, a prompt refund was issued. Despite this setback, I generally appreciate AliExpress as a customer but am disappointed by the actions of dishonest sellers like this one. Thank you for your assistance. Regards, DC.

I received the incorrect item from the seller. After opening a dispute, AliExpress sided with me. The seller shared a return address, but return shipping costs more than the item. I've contacted the seller about the expensive return and asked for a free return label, but they are not responding. I am unable to reopen or modify the dispute. Sending the item back without assurance of a postage refund will only lead to more financial loss on my end.

Hello, I noticed that you are selling Pintime watches. I am unsure of your relationship with the dealer because I couldn't find any contact information. There is someone who is selling these watches at a higher price commercially, which is illegal according to the law. This person, found on Instagram at (boss of watches deutschland), does not seem to have any affiliation with the manufacturer either. They post genuine pictures of watches (replicas) and send the Pintime watch, but my concern is not the lack of an authentic replica, but rather selling these watches at significantly higher prices - we are not talking about a difference of just 10 or 12 euros, but sometimes 50 to [redacted] euros higher consistently. I kindly request feedback on this issue. You can reach me at [redacted]

I purchased a costume and a pin from two different sellers yesterday. Due to internet issues, my order was cancelled midway. After reordering, I noticed that my bank account was charged twice, even though the app shows only one successful transaction. The seller has not received the funds yet. If they do, they will see that I paid twice for one product. I hope AliExpress in Luxembourg can rectify this by refunding the €[redacted].93 for the failed order that was not completed.

I did not receive a package because the delivery company did not find me at home and returned it to the sender. I have two emails proving this. I opened a dispute that was rejected, then I appealed and that was rejected too. The reason given was lack of evidence. It's impossible to attach photos or emails to the dispute or the appeal, so I cannot provide the evidence I have. I spoke to an agent who assured me that he would attach a screenshot of one of these emails to my appeal (attached to appeal number [redacted][redacted]). However, it was still rejected, and I have no other option but to lose my purchase money. I talked to the seller, and they told me to contact you again. I am frustrated and a little angry. I need a human and understanding intervention to discuss this rationally. I never know if I am speaking with a machine or a person, and each time I have to explain everything again. Order Number: [redacted][redacted]

I purchased two suitcases on AliExpress on February 17th with an expected delivery date of March 11th. However, I encountered an issue with the seller when they scheduled both orders to be shipped to different addresses. One was set for delivery in Norfolk, VA, and the other in Lauderdale Lakes, Florida. I am concerned about this situation and worried it may be a scam as it is unusual for two orders to be shipped to separate locations. The seller, SHOP[redacted], has not responded to my messages, and I would appreciate some assistance with resolving this matter.

I recently purchased a Portable 1TB SSD External Hard Drive Type-C USB 3.1 from Ali Express. I also ordered a 12TB Silver hard drive from China, which was shipped to Karachi by CAPTAIN EXPRESS PAKISTAN and forwarded to Gilgit instead of Swat Shangla using tracking number KI[redacted]98. I am dissatisfied with Ali Express' service and I plan to cancel my remaining orders. Thank you. Khalid K. Khyber News Office, Alpuri Village, Alpuri Tehsil, Shangla District, Khyber Pakhtunkhwa, Pakistan_via_Swat

Bonjour, Je rencontre des difficultés avec un colis car la marchandise reçu n'est pas la bonne. Le vendeur m'a demandé d'imprimer le bon de retour et de renvoyer l'article. Après un certain temps, je n'ai toujours pas reçu de remboursement. Lorsque je contacte le vendeur, il affirme ne rien avoir reçu, malgré le suivi du colis indiquant qu'il a été livré. Le vendeur m'a conseillé de vous contacter pour trouver une solution. En espérant une réponse favorable de votre part, je vous souhaite une agréable journée. Cordialement,