AliExpress Customer Service Issues

Hello, my name is Martha P., and I purchased 3 cellphones. One of them, the Nexus Google, is not working well. The screen is dark, colors are dull, and adjusting the settings does not help. It also has battery issues. Then, I received the Motorola Turbo 2 in red, but it wasn't the same model as what I ordered in America. The charger is different, and the phone overheats quickly, has a short battery life, and turns off randomly. I am very disappointed with these issues. Additionally, I ordered 4 blouses in the largest size, but they all turned out to be too small, almost like children's clothes. I hope to receive a response soon addressing these concerns. Thank you.

I am having issues with order number [redacted][redacted]. The goods have not arrived yet, and the deadline has passed. Both the seller and Ali customer service are requesting proof from me, but I am unsure what to provide as I never received any confirmation of delivery. I believe it is unfair that I am expected to bear the delivery risk solely because it was scanned at the Salzburg post office. The employee could have left the package in the mailbox, or not, which I cannot control but still must take responsibility. During the same period, a second package (Order ID: [redacted][redacted]) did not arrive either, and communicating with the seller has been unsuccessful. I realize now that I should have opened a dispute immediately rather than emailing the seller directly. These are my first issues since ordering from Aliexpress, and I will be more cautious in the future. Best regards.

I am facing a frustrating issue with AliExpress where my account seems to be locked out or they are unable to charge my credit card daily without any valid reason. This problem has occurred four times during the Summer Sale. Despite checking with my credit card company, they confirm there should be no issue with the payments. AliExpress prompts me to file an appeal, but instead, I have chosen to cancel all 23 items in my order. I am disappointed with the poor customer service and have decided not to shop with AliExpress again. I sympathize with the suppliers who may be impacted by AliExpress' inefficiency. I have informed other sellers about my experience, hoping they will address these issues with AliExpress.

I have been facing issues with AliExpress customer service. Their responses seem promising but no real action has been taken to resolve my refund request from the vendor. Despite assurances, I have not received any concrete solutions or refunds. AliExpress keeps mentioning refund guarantees but fails to follow through with actual refunds. It has been a frustrating process trying to get my money back, as the seller has not responded and the product did not meet its guarantee. Even after numerous emails and chat interactions, the issue remains unresolved. The lack of communication and inaction from AliExpress has left me very disappointed and questioning their reliability as a platform for future purchases. AliExpress needs to improve their customer service and follow through on their promises for refunds and dispute resolutions. This experience has made me hesitant to continue using their services for purchasing technical products.

AliExpress has been disappointing with their customer service and support when issues arise, unlike other companies like Amazon, eBay, or PayPal. The chat support team makes promises that are not followed through, leaving both buyers and sellers frustrated. Empty assurances of refunds or replacements without any real action being taken have become a common occurrence. Thomas W. Stein shared his experience of promises not fulfilled by the seller "Buce LI @ Shenzhen TopTab Technology Co., Ltd." despite numerous communications with AliExpress. The lack of response and failure to resolve the issue in a timely manner has caused significant disappointment. Customers like Thomas are left waiting for solutions and refunds that never materialize, leading to a loss of confidence in AliExpress as a reliable platform.

Hello, I recently purchased a hair product, and I was informed by the seller that the package was lost at your factory. They advised me to cancel the order and obtain a refund through AliExpress. While I don't have an issue with getting a refund, I needed the hair for an upcoming trip on July 4th. Unfortunately, the refund process takes time, and I won't be able to reorder the product until then, risking it not arriving on time. I believe it would be fair for me to receive a refund promptly along with either complimentary hair products or a discount code for future purchases, as the mistake was on your end and it inconveniences me without fault of my own.

Subject: Issue with AliExpress Order I recently had a bad experience with AliExpress, and despite reporting the problem, I have not received a satisfactory response. The seller did not deliver the correct items in my order, which included a damaged 3-in-1 oscilloscope, an incomplete capacitor and resistor box, and no manuals or instructions. AliExpress failed to provide a refund or honor their warranty. They also blocked my ability to dispute the transaction on their platform, leaving me frustrated. I am disappointed with the lack of customer service and support from AliExpress, especially considering they are demanding payment without resolving the issue. This has been a challenging situation, and I hope to find a resolution soon. Kind regards, Mr. Ion Chirita

I'm Ron Forte. I've had issues with a seller on your platform regarding a guitar I purchased in January. Despite promises of delivery by March 20th, it's now June 22nd and the guitar has not arrived. After contacting customer service and getting involved, the seller now claims the guitar is waiting for flight information for three weeks. He is being deceptive and even sending a guitar I did not order. I need assistance in getting a refund for my autistic son, as he is distraught over this situation. The seller, Hugo from ZhiYin Musical Instruments Co. Ltd., is not trustworthy and needs to be removed from AliExpress. I appreciate your help in resolving this matter. Thank you, Ron Forte

On March 26, [redacted], I placed an order for a personalized T-shirt with AliExpress (order number: [redacted][redacted]). Despite multiple clarifications with the seller regarding the personalization, I received the wrong item. After notifying the seller with a photo of the incorrect shirt and proof of my original request, they assured me of a replacement. However, after waiting for weeks, I was told the item was at my local post office without providing a tracking number. Subsequent attempts to get the tracking information or a refund have been unsuccessful as the seller stopped responding to my messages. It's disappointing to experience such poor customer service from AliExpress. I am still awaiting resolution, either a full refund of $7.99 or the correct T-shirt that I initially ordered.

Name: Kanyara Farax Address: 27 Place de la Colombe, [redacted] Nanterre, Paris Email: [redacted] Order Number: [redacted][redacted] I purchased a Xiaomi Mi Mix 3 phone from Hong Kong Gold Way on AliExpress. Unfortunately, the phone overheats during calls, making it too hot to hold against my ear, and now it won't turn on. The shop agreed to exchange it, but we're having trouble activating the warranty under Allianz insurance. The phone is still covered, and I paid nearly [redacted] € for it. Please assist me with this issue.

Good morning, I am writing regarding an order my wife placed with one of your retailers, M-anxiu TOP TOP store on 09/06/19 with order number [redacted][redacted]. The website asked for a toe to heel measurement instead of standard international measurements. I am typically a UK 9, US 43, with a toe to heel length of 12.5. When the shoes arrived on 20/06/19, they were size 47, much larger than my usual size 43. Despite providing the specific measurement, we received oversized shoes. We reached out to the retailer expressing our disappointment, but they offered a discount instead of allowing an exchange for the correct size. This is frustrating as we now have two shoes that are significantly too big. We would appreciate your help in resolving this matter. Thank you.

I am contacting you regarding a concerning issue with my management team, who I suspect are fraudulent. I have filed a claim with my credit card company for the payments made to them under the name HIRE MY TEAM. I would like to ensure that they no longer have access to my account with you. Additionally, I would like to request a password change from Christine [redacted] to ChristineFrancine for added security. The team in question was responsible for developing my website and setting up stores with a deadline of May, which they have failed to meet. Despite multiple complaints, they have not been responsive for the past three weeks and have even tampered with the content. I urgently request that access be restricted to my account to prevent any further issues. If there are any concerns, please reach out to me at [redacted] promptly. If this is not the correct department, kindly forward this message to the appropriate team for assistance. I also need to update my method of payment. Thank you for your attention to this matter. Sincerely, Francine and Christine Wolking

Dear Madam or Sir, I would like to address multiple concerns I have regarding two purchases on AliExpress: order number [redacted][redacted] for motorcycle LED lights and order number [redacted][redacted] for button batteries. Unfortunately, both items arrived damaged and are unusable. I attempted to resolve these issues through an online chat with an AliExpress representative in early June, lasting over 1.5 hours, during which I provided photos of the damaged products. However, I have encountered difficulties tracking my orders and accessing my account via the link provided. Despite clarifying that I paid through BANCONTACT, they insisted on inquiring about a credit card payment method that was not used. After being assured that the problem would be resolved within five days, it has now been three weeks with no solution in sight. Due to the communication challenges, I prefer not to engage in another chat session and seek resolution via email. The main goal is to receive undamaged LED lights, highlighting that this complaint is based on principle rather than monetary value. Thank you for your assistance. Best regards, John

I made a purchase on March 25, [redacted], but received the wrong size and color on April 8, [redacted]. The seller, ZOGAA Franchised Store, agreed to send a replacement with a new tracking number on April 11, [redacted]. Despite trying to inquire about the delayed delivery on multiple occasions, the responses have been unhelpful and I have not received the correct item yet. The latest communication with the seller on June 18, [redacted], suggested that the package was delivered to the correct address, but the post office mentioned that my information was not associated with the package. This situation is frustrating as it seems the seller may not have shipped the correct item and is avoiding providing a resolution.

I am extremely frustrated and disappointed with the recent orders I made on AliExpress. As a disabled person, I cannot afford to have items arrive broken or go missing without any resolution. 1. Order number: [redacted][redacted] for 5 Microblading Eyebrow Pencil Waterproof. I received one product broken and the other two are still in shipping limbo since April 4th, [redacted]. 2. Order number: [redacted][redacted] for Plus Size 43 Women's Block Heel Shoes. I have not received these shoes yet, and the seller is not cooperating in opening a dispute. 3. Order number: [redacted][redacted] for Boho Vintage Multi Layer Heart Cross necklace. This item arrived in pieces and is unusable. I urgently request a refund or assistance from AliExpress. I have emailed multiple times without a response. Please help me as soon as possible as I'm struggling to deal with these issues. Thank you. - A weary customer.

I purchased a golf club that arrived promptly and in good condition. After playing with it, it broke on the 1st hole. I contacted the seller, who requested photos of the broken item for a replacement shaft. After sending the pictures, the store confirmed they would replace the shaft with my next order. However, when I wanted to purchase golf grips for my other clubs, they insisted I buy a minimum of 50 grips, far more than I needed. Despite my multiple attempts to buy a putter and pay shipping fees to get the replacement shaft, they demanded an additional $35 instead. This inconsistent communication has left me frustrated and unsure if the store is being truthful. I hope for a resolution as a loyal customer on AliExpress who now questions the store's product support.

I am writing to address the ongoing issue I have been facing with the non-delivery of my parcels. Each time I encounter this problem, I go through the dispute process with no resolution in sight. This situation is particularly frustrating because a significant portion of these packages are essential for my work. Not only do I have to endure a lengthy two-month wait for the parcels, but I am also forced to purchase the same items from another seller due to the delays. Consequently, I end up waiting an additional two months, hoping for a successful delivery. However, once the dispute is settled, the items seem to vanish, and there is no further recourse available. Given these challenges, I have had to translate all my communications as English is not my primary language. This entire situation is incredibly frustrating. I have compiled all the order numbers for the missing parcels and am seeking either a refund, credit, or a re-shipment of the items.

I encountered an issue while trying to make my first purchase on AliExpress when I did not have a login. I proceeded to create an account during the purchase process on June 26, [redacted]. However, upon entering my payment details, I received an error message. Subsequently, I noticed two pending charges on my credit card for $[redacted].11 and $[redacted].75. I placed two batches of the same order at two different times: one around 19:04 and the second at 19:20. I attempted to cancel the initial batch of orders, which seemed successful as indicated by a "cancel order" message. After refreshing the page, I discovered that all my orders had disappeared without a trace under any category, leaving me without any record of purchase. I did not receive any confirmation numbers for my transactions from AliExpress, and I am now dealing with an unexpected $[redacted] charge on my account. I kindly request prompt resolution and a refund for both charges of $[redacted].11 and $[redacted].75. Sincerely, Veronica

I have experienced extreme frustration with AliExpress' customer service when trying to resolve issues with an order. Their response time and follow-through on promises are severely lacking, unlike established companies like Amazon or eBay. The communication with their customer service agents often leads to unfulfilled resolutions and lengthy delays, as shown in my conversation with Elay regarding a refund request from Shenzhen TopTab Technology Co., Ltd. Even after multiple chats and promises, there is no tangible action taken to address the problem. In addition, the seller's failure to fulfill their guarantee and AliExpress' inability to provide a timely solution has left me greatly disappointed. Despite assurances from CS Agent Snow about a refund request, no progress has been made in resolving the issue. The lack of communication and follow-up has eroded my trust in AliExpress' ability to handle disputes effectively. My advice is to exercise caution when purchasing technical products from AliExpress, as their customer service and conflict resolution processes are currently inadequate. Regards, T.W. Stein

I received this message from AliExpress: Dear Sir/Madam, Thank you for uploading your documents. We have found there was a fraud report/Chargeback in your AliExpress account, indicating that the cardholder filed a fraud report/Chargeback with the card issuer, who then reported it to us. To proceed with your future orders, canceling the fraud report/Chargeback is necessary. We recommend contacting your card issuer to resolve this issue. Once the cancellation is completed, you can upload the required certification paper by clicking 'Want to Claim' for further verification on the order details page. Unfortunately, the current payment method cannot be used until the fraud report/Chargeback is resolved. However, you can shop on AliExpress.com using a different payment method. We apologize for any inconvenience and appreciate your patience and understanding. Sincerely, AliExpress.com I have two cards on file, one belonging to me and the other rarely used, belonging to my mother. I have confirmed with my card provider that there are no Chargeback charges on my card. I have been attempting payments with my own card but without success. The issue seems related to my mother's card. Despite trying an alternative payment card as suggested, I am still unable to complete a transaction or make a claim. As I use AliExpress for business purposes, I urgently need to resolve this and remove my mother's card to avoid any further issues.