AliExpress Customer Service Issues

Dear Sir/Madam, I was contacted by your delivery person at 14:58 from [redacted] inquiring about my address. I informed them that I had already sent the location via email and could also send it to their number. They mentioned having issues with WhatsApp. I requested a friend to provide the address in Arabic, but the call got disconnected. Despite multiple attempts, they did not answer my calls. I want to highlight that the delivery's failure wasn't due to my end but rather the carrier's negligence. I have faith in AliExpress and ordered the items with trust in their delivery process. Kindly ensure the successful delivery of my products to my door, as promised by the company.

I am reaching out for assistance regarding my order from Shop[redacted] Store with Order [redacted][redacted] placed on 13/09/23 that has not been delivered yet. Instead, I received the wrong product. Following a message on 10/10/23 stating a refund of €2, I expressed my disagreement with the decision. The promised delivery has not occurred, as it has been over two weeks since I was told the warehouse would make the delivery. The seller advised opening an after-sales dispute for a replacement phone, but my messages regarding this remain unanswered. The lack of response has been frustrating, and I am concerned about the credibility of this seller and similar experiences on Aliexpress. As a long-time customer since September 5, [redacted], I expect better service. I am eager to know when my order will finally be delivered. Your prompt attention to this matter would be greatly appreciated. Thank you.

I have been a customer of yours since [redacted] and it is unfortunate that the seller for order [redacted][redacted] has cheated me. They pressured me to close the dispute, and now I am unable to open it again. The item was never received, and I have lost my money. I kindly request to reopen the dispute so I can go through the process properly and receive a refund. Recently, I had to repurchase the same item from a different seller at a higher cost. Please assist me with this matter.

Hello, my name is Salma, and I reside in Georgia. On November 2nd, a transaction was made on my Mastercard ending in [redacted] for $[redacted].86. I am unaware of this purchase as I did not receive any OTP confirmation and have never used AliExpress before, so my card details are not saved on the platform. Kindly assist me in investigating this issue and assisting me in retrieving my funds. Thank you.

I purchased hair from a seller on AliExpress, but I am unhappy with the product. Despite informing the seller not to send the item, it was still shipped. Now, my order is frozen, and I am requested to return it without receiving a return label or address. This situation feels like a scam or deception. I am eager to have the order unfrozen promptly so I can proceed with requesting a refund and sending back the product. Order Number: [redacted]

Hello, this is Sibtain. I work as an affiliate marketer for your channel. I have a customer who has been experiencing an unresolved issue for a month now. The problem is related to an order placed on October 20, [redacted], with the following details: - Order Number: [redacted][redacted] - Product: Glitter Bling Rhinestone Diamond Bear Case for iPhone 11 Pro Max The customer's data is not reflecting on my affiliate portal in the order history, and my earnings have not increased. Additionally, the customer has not received any details regarding the delivery date, even though a message during the order placement indicated delivery by December 19, [redacted]. I kindly request assistance in resolving this matter promptly. Thank you, Sibtain

I'm facing a small issue with my recent return. I haven't received my refund yet after sending back the entire order. The tracking number for the return is Z79K4I3V. The items returned were a pair of men's shoes in size 40 and a pair of children's shoes in size 33. Despite sending multiple emails, I haven't received any responses so far. I made the purchase using Klarna's invoice option. Any assistance would be greatly appreciated.

I recently received a call from my bank's fraud department informing me that a payment of £7.32 to AliExpress was declined due to suspicious activity. I cannot recall making this purchase as I have not received any items from your company. My bank has blocked my card and will only reinstate it once this issue is resolved. Kindly cancel the order associated with this payment so that I can have my card unblocked. I appreciate your prompt attention to this matter. Thank you. Sincerely, J. Horner

Hello. I have an issue with a defective SSD I ordered, which took a long time to arrive. I am struggling to get a refund from the seller, as they keep giving me the same unhelpful advice. I am looking for guidance on where to file a complaint. The "open dispute" option is not working. It seems AliExpress directs me to the seller who keeps repeating generic troubleshooting tips without properly addressing the problem described.

Hello. I need some advice regarding an issue I'm facing with Aliexpress. I recently purchased an SSD, which arrived after a long delay only to be faulty. Despite my attempts, I have been unsuccessful in reaching a resolution with the seller to get a refund. Their responses seem automated and unhelpful. I am wondering if the "open dispute" feature is still unavailable as Aliexpress redirects me to the uncooperative seller who keeps repeating unhelpful suggestions without addressing the actual problem. Any guidance on how to proceed would be greatly appreciated.

Hello, I am Rafael Tomás N. I placed four orders a week ago, but I have not received any information about them. I have tried calling and emailing, but no one has responded. The seller has already taken the money from my bank account, even though the items have not been delivered. One of the items, a drone, supposedly has been delivered, but I have not received it. I need help resolving this issue as I am expecting the four orders I placed: a slingshot with laser, two stainless steel rolling bags, and a drone. These items have all been paid for, and I am concerned about the lack of communication regarding their delivery. Thank you.

Hello, I recently placed my first order on Aliexpress. As a new user of the app, I purchased a case on November 7th. Subsequently, I received an email confirming my order. The following day, November 8th, I received an email stating that my order had been shipped. However, when attempting to track my order through the app, I mistakenly clicked on the "confirm order" button, which incorrectly marked the order as delivered, even though I have not received the product (The expected delivery date was December 3rd). I’m unsure of what steps to take next. Thank you!

I purchased a bed frame back in September with free shipping included. After contacting the seller, it became apparent that the free shipping actually only covered delivery to a port near my address, not directly to my door as stated. Despite explaining this breach of the sales contract and sending proof of the definitions of "free shipping", the seller was uncooperative. When I contacted AliExpress, they initially advised the order would be canceled if not shipped promptly, which I did not want. Despite numerous attempts to address the issue through AliExpress, there has been no resolution. The seller even blocked me after I offered to pay the duties myself upon arrival. I am now stuck in a cycle of unhelpful responses and empty promises. I seek assistance to have the product delivered to me without any additional costs, as originally agreed upon.

I bought a bed frame on September 29th with free shipping, but the seller now wants me to cover additional costs for duty at a port far from my address, which is not what was agreed upon. After numerous attempts to resolve the issue, AliExpress has not been helpful in holding the seller accountable for breaching the sales agreement. I have provided evidence to support my claim, but the situation remains unresolved after over 2 months of back and forth. The ideal solution would be to receive the product I paid for, in new condition, at my listed address without any extra charges from my end. Any assistance is appreciated.

I received my order, but it doesn't work even after changing the batteries. There seems to be a defect. Please advise. Thank you, B. Palotas. Dear store, the item arrived damaged. I will follow the steps for a refund as advised. Thank you, Kelsy. Hello, I received my order, but it does not work even after charging. Please guide me on how to proceed. Thank you, B. Palotas. I suggest filing a dispute with evidence like photos or videos. Here are the steps to submit a dispute. Please check and wait for an update. I am having trouble finding the Submit button on the refund site. Can you assist me? Please try attaching photo or video evidence to show the item is defective. It will help with the dispute submission. Thank you. I will try that. Thank you. Are you part of the store or customer service? Just to clarify. I am a store representative. The dispute team handles investigations on defective items. Thank you for your help. I will follow the process as advised. Have a great day, Kelsy. You are welcome. Feel free to reach out if needed. Thank you.

I am extremely frustrated with the poor service. I have been a loyal customer for quite some time. After starting a refund request due to the false products received, I have yet to receive any instructions on returning the items. My refund request was denied, stating I didn't send back the items, but no one informed me on the process. I simply want my money back as I do not want to keep these substandard products. I am reluctant to patronize your business in the future due to the lack of communication and customer service. I am left waiting for your response and contemplating seeking assistance from the Better Business Bureau and other avenues to retrieve my funds.

Sehr geehrte Damen und Herren, Ich möchte die Bestellung [redacted][redacted] zurücksenden, da der Verkäufer mir die falsche Adresse geschickt hat. Das Paket wurde heute erneut an mich zurückgeschickt. Ich habe mehrmals den Verkäufer gebeten, mir seinen vollständigen Namen und seine Adresse zuzusenden, aber er hat mir bisher keine Informationen bereitgestellt. Trotz der Beschädigung des Kleides weigert sich der Verkäufer, die Bestellung zurückzunehmen, und drängt mich sogar dazu, es nicht zurückzusenden. Ich hoffe auf Ihre Hilfe.

Before making my purchase, I inquired about the delivery time with the store, stressing the urgency of receiving the item promptly. They assured me it would be delivered in 3-5 working days. However, after proceeding with the purchase, I received a message stating that the delivery would take 10-20 working days. This discrepancy has caused me distress as I urgently need the item due to my current situation. I am extremely disappointed by this misleading information provided by the store and I am now seeking a refund to purchase a wig elsewhere as I am in immediate need.

I purchased a Blackstone grill with airfryer from MJDM store. My order number was [redacted][redacted] in October. The item I received was only the Blackstone grill without the airfryer and warmer drawer. After contacting MJDM, they acknowledged the mistake and promised a $[redacted] refund. However, despite this assurance, I have not received the refund or any further communication from them in weeks. I am unsure of the next steps to take in resolving this issue. Thank you, J. Villwok

ORDER ID: [redacted][redacted] I have not yet received the order mentioned above. ACS courier contacted me with the following information about the shipment issue. Despite their efforts, the shipment has not been located, and they are considering it lost. The compensation process has been initiated, and they will be compensating the sender according to their company's terms. They provided contact information for further inquiries and mentioned that the General Terms of Transfer are available on their website. If you require a copy of the General Terms of Transfer, please provide your email address for me to send it to you.