AliExpress Customer Service Issues

I used to be a member of AliExpress, but I'm having trouble logging in because my password isn't working. I tried to reset my password and even created a new one, but it's still not being accepted. I need to purchase some items and would like to know what steps I should take to become a member again. Despite trying to use a new password that I created with 8 characters, I'm unable to log in. I attempted to reach out to the seller, but I couldn't sign in. Thank you for your assistance. Best regards.

I placed an order for a men's dance vest ten days ago. The seller informed me that the order has been shipped. Upon checking the tracking page, it initially showed the package departed the country of origin on September 3rd, then it showed it departed on September 5th. The Post Office website states it's in transit. The tracking site says the package number is untraceable. How many more days should I wait? Thank you.

I am reaching out to this forum as I cannot locate another email address to report a fraudulent transaction on my bank account. It seems someone used my account to buy items on AliExpress. I want to inform you that I've already notified the police and HSBC Bank about this issue. I am seeking guidance on how I can recover the funds for a transaction I didn't authorize. Transaction Date: 12 August [redacted] Time: 18:26:43 Transaction Number: GB734159 Merchant: WWW.ALIEXPRESS.COM Amount: USD248.87 (MYR1,[redacted].35) I would greatly appreciate your help in this matter. Thank you, Best regards, J. Jamaluddin

I am reaching out through this platform as I have been unable to locate an alternative email address to report a fraudulent transaction on my bank account. An individual has made a purchase on AliExpress using my bank account without my authorization. I have already reported this incident to the police and HSBC Bank. I am seeking guidance on the process to recover the funds for a transaction I did not make and request a refund for this unauthorized purchase. Details of the transaction are as follows: Transaction Date: 12 August [redacted] Time: 18:26:43 Transaction Number: GB734159 Merchant: www.aliexpress.com Amount: USD248.87 (MYR1,[redacted].35) Your assistance in this matter is greatly appreciated. Thank you for your help.

I want to share my disappointing experience with this company. Their customer support is difficult to navigate, as you can only choose from their predefined questions. The products I received were subpar; the dresses were unflattering like paper doll cutouts, and the wig I purchased was not as expected. As a cancer patient familiar with wigs, the seller's response was insensitive and mocking, even after explaining my situation. The seller sent me a YouTube link on how to wear a wig, making hurtful comments throughout. I felt belittled and disrespected. This has been the worst customer service encounter in my 56 years of life.

Hi there, I wanted to share my experience with CdragonGame Store. I made a purchase last year and unfortunately, the product was only in Chinese. They assured me a refund via PayPal for the US $79 item with Order number: [redacted][redacted]. Despite attempts to reach out to JianMing Chen, who was supposed to handle my case, no progress was made. The official policy on Ali Express states refunds should be processed within 14 days, but it has been 9 months since I canceled my order. Various excuses have been given for the delay, such as issues with PayPal. I'm frustrated and simply seek a resolution and fairness in this matter. Thank you for your assistance. Warm regards, VK from SLO

My order number [redacted][redacted] was lost by Correos Chile. After their investigation, they offered a refund. Here's the email they sent me: "Dear Mrs. María de los Angeles, After an internal investigation, shipment number ALS[redacted]9 related to claim number [redacted] has been declared lost. The SRP service (Priority Registered Service) compensates the distributor in case of loss or damage. The refund is paid directly to the AliExpress distributor. If delivery failed due to wrong address information, the shipment will be returned. Please contact your supplier to arrange a refund or new delivery. We apologize for any inconvenience. Best regards, Jessica Henríquez" I prefer a refund as the winter shoes I ordered are no longer needed. Thank you for your assistance.

Dear Sir, I am writing in regards to my recent order with Order ID [redacted][redacted], placed on September 5, [redacted], at 08:34. After paying for the order, I noticed a lack of progress on the shipment status and reached out to the seller to inquire about any potential delays. To my surprise, the seller is requesting an additional $[redacted] without valid reasons, claiming to provide a stronger material than what was originally ordered. Subsequently, they refused to process the order unless the extra payment was made, ultimately forcing me to cancel the order. Despite my clear explanation for cancellation due to the seller's unreasonable demands, they are repeatedly requesting different reasons for cancellation each time. I am willing to proceed with the order at the original price or request a prompt refund of my payment. I urge you to investigate this matter and take necessary actions against sellers who betray customer trust. I appreciate your attention to this issue and look forward to a fair resolution. Thank you.

Hello, I recently received my order (Order ID: [redacted][redacted]), but unfortunately, the shoe size was incorrect. I reached out to the seller to initiate a return and asked about the return process and if they would cover the return shipping costs due to their error. However, the seller simply repeated "please return item" without addressing my concerns, as shown in the chat screenshot I have. Despite giving them time during the dispute period to respond adequately, they failed to do so. Following this, I attempted to use the app's live chat feature, which proved to be frustrating as it restricted my ability to provide detailed information and connect with a customer service representative effectively. Additionally, given the Hurricane Warnings in my area in Florida, I had other urgent matters to attend to, making the situation even more challenging. I would like to reopen the dispute without having to engage with the seller further. My ultimate goal is to obtain a full refund, and if a return is necessary, I expect not to incur any shipping costs since the mistake was on their end, and the overall experience with the seller and the app has been unsatisfactory. Thank you for your attention to this matter.

I made a purchase on AliExpress some time ago, and unfortunately, the item has not arrived within the expected delivery window. When I try to track the package, instead of the usual tracking information, I am directed to contact customer support. The seller is insisting I haven't given it enough time, but based on the tracking details, the package should have arrived between August 7th and September 10th. It is now September 13th, and I am feeling frustrated as I am unable to get a clear response from either the seller or anyone else. I am reaching out here as I was instructed to contact support for assistance. I really hope to receive the item I purchased. I decided to buy from this seller based on the positive reviews and timely deliveries mentioned by other customers.

Hello, I'm reaching out because I recently had an unsettling experience with my first order on AliExpress. A few months back, I tried to purchase chainsaw parts but encountered an issue with my order completion. Despite receiving an error message, I inadvertently received two parcels at my doorstep after returning from vacation. To my surprise, the products I never officially ordered were inside. Upon checking my banking statements, I was shocked to discover that I had been charged four times on July 19th without any email confirmations or account details provided to me. I would like a refund for these unauthorized charges. Additionally, when attempting to register an account on AliExpress with my email, I received a message indicating that my email was already in use, despite having never created an account before. This experience has left me feeling apprehensive about online shopping. I am concerned about how my money was taken without my consent and without any form of verification. Thank you, M.

I made a purchase on AliExpress for a watchband on July 9. However, I received a shipment labeled as a watchband but contained a screen protector for a Samsung cell phone instead. I contacted the seller who reassured me to wait for the correct item. Despite showing evidence of the incorrect shipment, the seller insisted I wait. After not receiving the right product, I opened a dispute with all the evidence attached, but it was denied by AliExpress claiming it wasn't accurate. I feel it is unfair as the seller has my money and I am still without the item I ordered. I am determined to resolve this matter as sellers should be accountable for sending the right products. AliExpress should ensure buyers are protected from such situations. I need assistance in resolving this issue.

Order ID: [redacted][redacted] Hello, I need assistance with an issue regarding my recent purchase. In May, I bought a TV box from AliExpress under order number [redacted][redacted]. Unfortunately, the item I received was not brand new and had visible scratches. When connected to the TV, there was a persistent black line covering a large portion of the screen. Although this issue did not occur constantly, it was present at times. Upon contacting the seller, they agreed to provide a full refund, as reflected in our communication history. I shipped the product back to the seller at my own expense, in accordance with their instructions. However, I have not yet received the refund of USD 63.00, plus the postage fee. Despite providing photographic evidence and the seller agreeing to the refund, I have not received the funds. AliExpress informed me that they are unable to intervene as the dispute is closed and lacks evidence of the product's defect. As the seller has acknowledged the faulty item and agreed to a refund, I am seeking assistance in securing the reimbursement promptly. Kindly follow up on this matter as the seller seems reluctant to fulfill their commitment. I look forward to your prompt response and resolution. Thank you, M.N.

On August 16, I placed Order #[redacted][redacted] for a total of $19.46. I received an email confirmation for this order but no others. The order arrived on Sept. 4 from China. Unexpectedly, on Sept. 5, the same item arrived from Ontario, Canada. Upon reviewing my Mastercard transactions, I found the original order placed on August 16 for $19.46 listed as Aliexpress LONDON. An additional charge of $20.62 appeared with the same order details, listed as Aliexpress.com LONDON GBR. Strangely, when I checked My Orders on the website, there was a second order ([redacted][redacted]) without an email confirmation. This seems to be a mistake by the company since I wouldn't intentionally order the same item twice in a day from different vendors. I have requested a refund of $20.62 to my credit card and offered to return the duplicate item if a prepaid mailing label is provided. Despite attempts to resolve the issue through their AI Chat, I have not received the refund as promised, even though the AI states it should be on my card.

Hello, I purchased items from a seller who was aware I needed them urgently and was going to buy a substantial quantity of [redacted] units. However, he disappeared without providing necessary details like tape size and I had to cancel the order. Upon his unannounced return from holiday, he insisted I find a better excuse to cancel and receive the items anyway. This occurred on AliExpress, where global buyers like myself expect professional communication regardless of personal events. Despite the package's arrival, I opened a dispute on AliExpress that did not work, leading me here for assistance. I am willing to return the items and request a full refund, with evidence in the form of screenshots available. Thank you for your attention.

I recently purchased a wig from a seller, but unfortunately, the product I received was not as described. The lace was damaged and pre-cut to someone else's hairline. Upon opening a dispute, the seller promised to send a replacement if I closed the dispute. After following their instructions and closing the dispute, they then asked for a five-star review to ship the replacement. Even after complying, the tracking number provided was invalid, and the parcel never arrived. Despite reassurances from the seller for a replacement, it has been delayed for a week, and now I am seeking a full refund. The wig I received seemed to have been returned by another customer and was unusable, and the seller has been unresponsive to my messages.

Order ID: [redacted][redacted] I recently purchased a flashlight from Ali Express, and the vendor provided a tracking number indicating that the item was delivered in Indiana, while my address is in Brooklyn, NY. After reaching out to the seller, I was informed that the item was not available, and that I would be issued a full refund. Despite the seller's assurance of a refund, it has not been processed. Attempting to resolve this, I opened a dispute and contacted Ali Express for assistance with no success. I am disappointed with the lack of support and communication from Ali Express. At this point, I am seeking a refund for the undelivered item and am reconsidering future purchases with Ali Express. I intend to share my experience with friends as well. Thank you for your attention to this matter.

I recently ordered a tourmaline hair iron with treatment from AliExpress, about a week ago. I paid for it using my credit card. However, I have not received any updates on this purchase. When I tried to check my AliExpress account for proof of purchase, I couldn't find any information. After further investigation, I realized that I misspelled my email address during the registration process. I mistakenly used "[redacted]" instead of the correct "[redacted]". This error has prevented me from changing my email or resolving the issue. I attempted to contact online support for assistance but have been unsuccessful. I urgently need help to rectify this situation, especially since my credit card has already been charged. Thank you.

Hello, I placed an order for a water flask on the 1st of August with Order ID [redacted][redacted]. My name is Shirley Peace from Nigeria. The seller is Daily Life is Goods Stores. After the seller mentioned she couldn't ship my order for personal reasons and promised a refund, the item showed as shipped with a different tracking number that belonged to someone else. The tracking later indicated successful delivery, but the seller confirmed it wasn't my order and assured a refund. Despite the seller's recommendation to use PayPal, my country doesn't support PayPal transactions. I can only pay through Visa or MasterCard. Unfortunately, I can't open a dispute now as the buyer protection period has passed, and the system shows the item as delivered. I wanted to resolve this amicably without escalating, but it seems the seller is not cooperating regarding the refund. This is my first order on AliExpress, and I appreciate any assistance you can provide. Thank you for your anticipated help.

Subject: Issues with OKUDO Supplier on AliExpress I want to address a recent experience I had with the supplier IAN LI from OKUDO regarding order #[redacted][redacted] for chandeliers. After placing the order on September 18, [redacted], I promptly changed my mind and requested to cancel the order the same night. Despite my request, IAN LI from OKUDO chose to disregard my decision, insisting on sending the chandeliers to the postal office. This has caused me significant stress and raised concerns about OKUDO's customer service and product quality. The total amount of the order is [redacted].81 US dollars, making this situation even more distressing. I hope for a resolution to this issue and appreciate any assistance you can provide. Thank you for your help. -Nataliya L.