AliExpress Customer Service Issues

I am experiencing issues with AliExpress when trying to make purchases with my Walmart Visa debit card. Despite my card being active and having sufficient funds, AliExpress keeps declining my transactions and providing various error messages mentioning issues with my bank. I have successfully used a similar card on AliExpress before, so I am unsure why this problem is happening now. The error messages ask me to contact my card issuer for assistance or start a verification process. I am unsure how to proceed and would appreciate any help or suggestions to resolve this matter.

Order Id: [redacted][redacted] and Tracking Id: RB[redacted]84SG are associated with a delivery that seems to be delayed. The package's last recorded update was on August 10, [redacted], in Chennai, India. It was transferred from the office of exchange to the next office in Bangalore. Since then, there have been no further updates in the tracking information. While I understand there might be a delay due to customs clearance, I am concerned about the status of the package and its delivery. I hope to gather more information to ensure that there are no issues with customs clearance and that the tracking will be updated correctly leading to its delivery. If anyone has additional details on the current status of the package, I would greatly appreciate the information.

I placed an order, but it hasn't arrived, and I checked my credit card statement. I wasn't initially charged, so I re-ordered at a higher price. It's been 11 days (expected delivery 5-10 days), and I see the payment on my card statement. I can't find the order in my AliExpress account to contact support without an order number. The charge on my credit card is under "Loan Advance Cre aliexpress." In short: no item received, no order in my AliExpress account, and I can't reach support. They have taken my money without delivering the product.

I initially booked a sale without including my PO Box number in the address. Shortly after, I edited the address to add the PO Box number. However, my first shipment was processed without the PO Box, resulting in a charge of QAR 15 for collection. After that, I placed two more orders. Today, I was notified by Qatar Postal Department about a shipment awaiting me, also requiring a QAR 15 payment. I have updated my mailing address to include the PO Box, so I expect future deliveries to be sent directly to the PO Box with no extra charge. The pending shipments are [redacted][redacted] and [redacted][redacted]. I am concerned if I will be charged QAR 15 for each order. Please acknowledge that my current address on the shipment tracker reflects the PO Box number.

Warranty Claim - Order [redacted][redacted] Hello Aliexpress Team, I am officially exercising my warranty rights regarding Order [redacted][redacted]. Since early June [redacted], I have been trying to resolve technical issues with Hubsan. As Hubsan has been unable to resolve these issues, I am now claiming my warranty rights. The product delivered by Aliexpress is defective, unusable, and does not match the description on the website. Aliexpress has access to the detailed chat history and supporting images. As a resolution with Hubsan has not been reached, I kindly request Aliexpress, as the vendor, to refund the price difference under the warranty terms. Since this matter has remained unresolved for approximately 80 days, I request prompt attention to this issue. Thank you and kind regards, J+L Leipold

My name is Aulani Lamar, and I purchased three bundles of [redacted] hair and a closure from Rebecca Fashion Official Store. I bought 24, 26, 26-inch bundles with a 20-inch closure. I received the order on June 13, [redacted], and had it installed on June 24, [redacted]. However, about two weeks later, the hair started shedding excessively. The shedding occurred when I combed, brushed, or styled the hair, resulting in large clumps coming out. I reached out to the seller on July 17, [redacted], but did not receive a response until August 16, [redacted]. After explaining the issue, I requested a reimbursement for the same items I purchased. The seller declined, stating I had waited too long and offered only a partial refund. Despite my attempts to resolve the matter promptly, they were unresponsive initially. I expressed my disappointment as the hair was intended for my birthday hairstyle, which was unfortunately ruined by the shedding. I can provide images showing the extent of the shedding.

I previously reached out about an issue with my recent order from VLONG Official Store. I purchased 12 fuel injectors that had missing documents and got held up at DHL in Athens. After installing them, one injector caused smoking in one engine, followed by two more injectors in another engine getting stuck, resulting in damaged parts. Despite sending pictures and videos as requested, the supplier has been avoiding my messages. I requested a refund for all 12 injectors but have not received a response. This has been a unique experience for me as a frequent buyer on Aliexpress and Alibaba. My order ID is [redacted][redacted]. Thank you for looking into my correspondence with the supplier.

Order ID: [redacted][redacted] Dear Sir or Madam, I am seeking assistance regarding a defective product received from Husan Service, which does not match the description on the Aliexpress website. I also request a review of the warranty. On May 19, [redacted], I purchased a drone that arrived with multiple defects and technical malfunctions. Despite efforts since mid-June to resolve the issues with Hubsan, more problems have arisen that remain unresolved. 1. The drone only reaches a speed of 6.3 meters per second in "Sport mode" under calm wind conditions, contrary to the advertised speed of 60 kilometers per hour. 2. The camera and camera module produce unusable videos. 3. Photos and videos are not being saved on the smartphone via the app. 4. Despite assurances from Hubsan, the replacement part received did not address the main issues. 5. The proposed replacement part, a Gimbal, does not resolve the camera and speed problems. The detailed correspondence attached demonstrates Hubsan's lack of technical expertise and failure to address the issues promptly. Kindly assist in resolving these matters. Thank you for your attention, L. Leipold

I purchased a Oneplus 5T mobile phone from DHYUAN store under Order ID [redacted][redacted] for $[redacted].23 on July 22nd. Upon receiving the phone, I discovered it was a counterfeit. The device only functioned for a few hours before shutting down. The manual showed signs of prior use. I reached out to the seller, who agreed to a full refund but requested that I choose "personal reason" for the return method, limiting my refund options. I selected "refund and return" despite feeling pressured. However, I have not yet received the refund. I believe DHYUAN's actions were deceptive, and I seek resolution and a full refund for this faulty product.

I made a purchase with AliExpress, and one order with four items worth $35 was never received by me. I live in an apartment with a common area for packages, where occasionally items go missing. I even re-ordered one of the missing items as returning or getting a refund were the only options. Despite disputing the missing order, I was held responsible for the $35. I value honesty and am not seeking free items. I recently learned about the importance of providing feedback upon receiving items, which I will do moving forward. However, the seller responded unprofessionally, threatening not to send future orders due to my negative feedback. I communicated my disappointment with their handling of the situation and am still paying the full amount without the items. They expected a five-star review without compromising, even though I planned to reorder the same items. I want to clarify that while I respect the seller's decision, it's unrealistic to expect me not to be disappointed by the outcome. Thank you for addressing this concern.

Hello, I am Nilshan Maduwantha from Sri Lanka. Recently, I encountered an issue with my AliExpress account. Initially, I created an account on my PC and placed three orders without checking the sellers. Subsequently, I logged out of my PC account and signed into the AliExpress app on my phone using the same account information. The items I ordered were a singular anklet, a ladies watch, and a Bluetooth hands-free device. However, upon accessing the app, I could not locate the orders I placed through my PC, even after checking the "My Orders" and "Deleted Orders" sections. Unfortunately, I do not remember the sellers' names, hindering my ability to locate the orders on AliExpress. Despite the bank confirming payment to AliExpress for the orders, I have yet to receive the items after almost two months. Regrettably, I am unable to track the orders. Kindly assist me in resolving this matter, facilitate the delivery of my orders, and help identify the sellers. I eagerly await your prompt response. Best Regards, Nilshan Maduwantha

Hello, I made a purchase of a faucet on June 27th. Unfortunately, I have not received it yet. When I checked my account, I couldn't find any record of the purchase. The payment for the faucet was initially declined, so I tried again, resulting in a double charge. I received a refund for one of the charges, but the total amount withdrawn from my bank was $[redacted].27 to AliExpress on 6/28/19. I am unsure if the order went through or if it was canceled. I just want to ensure that my purchase is on its way. Any assistance would be greatly appreciated. Thank you, J. K.

I purchased an electric shaver but did not receive an order confirmation. When I checked the website, I encountered an error with an image of a lock and key. The money was deducted from my account, and the only way to reach out for assistance was through the chat feature. Unfortunately, the chat experience was frustrating, akin to speaking to a wall. However, after some back and forth, they acknowledged that my order, starting with [redacted], had gone through a different process. They mentioned that I would receive confirmation or further communication within 24-48 hours. I found it challenging to speak with anyone in customer support aside from using the chat option. Despite interacting with a supposedly live and polite individual, there was no concrete answer or resolution provided. Dealing with this situation has been quite vexing and not worth the trouble.

Hello, my name is Natnael Fekadu. I purchased shoes with tracking number [redacted][redacted]. The company claimed they delivered the item to my mailbox, but I never received it. After contacting them, they advised me to reach out to the Canadian Post. I am disappointed with their service and the inconvenience caused. Despite waiting a long time for my purchase from the Onemix Factory Outlet, I faced challenges when trying to dispute the feedback. The company requested evidence, but how can I provide proof for a lost item that was never received? I am frustrated with losing my product after waiting so patiently, and having my money taken without a resolution. Is this the fair treatment customers deserve? I look forward to your response regarding my case. Thank you.

Hello, my name is Zeina Salman. I made a purchase on August 22, [redacted]. The items I ordered are from Shop [redacted] Store: 1. [redacted] New Fashion Women's Sweater Dress High Neck Pullover Slim Bottoming Autumn and Winter Knit Dress 2. Fresh Cartoon Cow Cloud Blue Bedding Sets Duvet Cover [redacted]% Cotton Queen Full 4/5PC Dot Fish Bedsheet Pillowcase Kids/Girls 400TC 3. [redacted] Oversize Autumn Winter Maxi Sweater Dress Women Long Sleeve Female Basic Long Straight Turtleneck Loose Sweater Dress Chic (Light Brown) 4. Nordic Style Canvas Storage Bag for Toys Clothes Kids Room Organizer Bag Pouch Canvas Storage Pouch Stand Bag for Kids 40CMX50CM (I purchased two of these storage bags as shown in the picture). However, there seems to be an issue with my payment as the items are still in my cart and not showing as paid. My Visa card was charged twice, and the amount paid exceeds the value of the shipped or preparing to ship items. Could you please investigate this matter? Best regards, Zeina

Order No. [redacted][redacted] with tracking number LE[redacted]88CN has not yet arrived, as per the tracking information indicating it hasn't left China. Despite opening a dispute on 16/08/[redacted] for a NZ$[redacted].66 refund, I haven't received it. AliExpress Case Management Team advised waiting an additional two days on 24/08/[redacted] (Pacific Time), but I couldn't grasp the reasoning. I uploaded a letter as evidence, but haven't received any response. Even after the two-day wait, there's been no update on the parcel, and the tracking status now shows "Order Completed," although I haven't received it. I'm frustrated with the process and seek further assistance with the refund. Please reach out to discuss the timeline for the refund. - K. Taylor

Hello, I am seeking assistance in resolving an issue with my recent order on AliExpress. After purchasing two products, Xiaomi MI9 [redacted] GB and Xiaomi wireless charger for €[redacted].06, I received a Redmi Note 7 4 GB 64 GB instead. Despite contacting the seller and raising concerns about the incorrect shipment, they denied any responsibility. The seller did not address crucial questions regarding the origin of the order or the discrepancy in weights. I suspect a mix-up where my order was sent to another customer and vice versa. This situation has caused me significant distress, feeling deceived and unfairly treated. I trust AliExpress for my purchases and am now questioning the level of customer protection. I urge AliExpress to address and resolve this matter promptly. Please review my case thoroughly. My order number is [redacted][redacted]. I am willing to accept the missing amount of €[redacted].60 for the error in the delivered product. Your assistance in this matter is greatly appreciated.

The AliExpress website displays free direct shipping offers for certain products, which you can view on the product pages. This service gathers your orders with these offers and ships them together in one shipment. I recently ordered an Ender 3X 3D printer that qualifies for this service. However, I was informed by the Creality store that the AliExpress free direct shipping is limited to 2 KG only. I contacted AliExpress support, and a representative named Ahmed confirmed that there are no limitations per KG for the direct shipping service but advised me to coordinate with the seller before placing an order. I reiterated that the product already stated free direct shipping on AliExpress, so I shouldn't need to coordinate with the seller. Despite this, the support representative suggested I cancel the order or communicate with the seller. It is disappointing when AliExpress takes a negative stance and supports the seller's actions on their platform.

I purchased hair at the end of July, but when I received it, I realized it was too thin to use. I cut a few pieces, contacted the seller, and confirmed multiple times that I would get a full refund if I returned it. After sending it back on August 2 and the seller receiving it a few days later, they did not refund me as promised. They asked for my personal account details, which I refused to provide. I opened a dispute with Aliexpress, but the seller falsely claimed the hair was damaged. Despite Aliexpress suggesting a full refund, the seller insisted on closing the dispute. I eventually closed it without a resolution. I even tried using PayPal, but they also requested sensitive information. This frustrating experience has been ongoing for almost a month. I just want my refund and am disappointed by the poor customer service I have encountered.

Dear Anna Grima, You have received a message from the AliExpress supplier Li Mi regarding a problem with sending your order. They are requesting you to cancel the order and choose "other reason." Once canceled, the money will be refunded to you within 3-7 days. Please follow the link provided to reply to the message. Please avoid replying directly to this email; use the link provided instead. Remember that with AliExpress' Buyer Protection System, payments are only released to sellers upon receiving confirmation of satisfactory delivery. Any payment made outside of AliExpress is not protected. Sincerely, AliExpress.com