AliExpress Customer Service Issues

Translation I need your assistance, the issue remains unresolved. For me, this is a significant problem - why has my payment not been confirmed? I made the payment via Doku, and Doku has already sent the money to AliExpress. They also suggested reporting this issue to AliExpress. The amount of money involved is not trivial. The payment should not have any issues with Doku since they have confirmed sending it, and the status is successful - I have proof of this. However, the payment on AliExpress is still unconfirmed. Your help is appreciated.

Subject: Dispute regarding Order ID: [redacted][redacted] Hello, I am reaching out to address a recent dispute concerning Order ID: [redacted][redacted]. I faced issues with the phone as I had to re-pair it with a new display without receiving additional evidence. The pictures I provided accurately depict the quality of the display I received from the seller. Unfortunately, the seller was uncooperative and did not address my concerns adequately, leaving me greatly disappointed. While I prefer not to leave negative feedback, I may need to do so in this instance. I am open to a partial refund, as I believe the evidence I presented clearly shows the discrepancy in quality. Thank you for your understanding and assistance in this matter. Sincerely, Tanya

Order number: [redacted][redacted] Good day, A dispute with a verdict! The verdict is unsatisfactory!!! Upon checking the tracking information through various tracking sites, it appears that my package was allegedly delivered on 10/19/[redacted]. However, upon reviewing the data from all the sites, it is evident that the package only arrived in Frankfurt on 10/19/[redacted] and not at my location. This can be noticed by carefully reading the information on each site! I have also contacted my lawyer. If the package has been delivered, you must be able to provide proof of delivery, as I need to acknowledge receipt. Furthermore, it is not my responsibility to contact the shipping company. Not to mention, I cannot even determine who I would need to contact! I will never order from your online store again, it is unfair how customers are treated here! Best regards, Saskia D.

Dear Sirs, my husband and I recently purchased four jackets from Aliexpress. Unfortunately, the jackets did not fit us as expected and looked different from the pictures provided. After contacting the seller for a return slip, we were initially sent one for only 1 kilogram instead of the actual weight of almost 10 kilograms. We decided to send the package back through German Post DHL to the seller's address. However, upon receiving the returned items, the seller has only refunded us for one jacket and not the other three. This has left us with an open amount on our Bank Klarna account which was used to make the purchase on Aliexpress. We kindly request that Aliexpress or the seller inform Bank Klarna about the returned jackets to clear the outstanding amount. We have kept the proof of return slip from the post office for verification purposes. We appreciate your assistance in resolving this matter as the seller is unresponsive. Thank you for your attention to this issue. Sincerely, M. Harutyunyan

I am having an issue with an item I ordered. The motherboard arrived damaged, deemed unrepairable by a technician. The seller offered a replacement, to which I declined, requesting a refund instead. After agreeing to return the item, I was advised not to open a dispute. However, after providing the tracking number, the seller insisted on sending a replacement upon its return, contradicting my refund request. When I initiated a dispute, the seller asked me to close it and change the reason to a different one for a refund. Confused but wanting my money back, I complied. Unfortunately, I missed the 15-day window to open a new dispute after closing the initial one. I returned the item five days ago. What steps should I take to secure my refund?

On November 20, [redacted], I purchased a "Bowl Lathe Tool Rest for Wood Lathe Woodworking special-shaped lathe tool Curved Woodturning tools" from a seller on Aliexpress. I provided my name, address, phone number, email address, and made a payment of $25. However, I did not receive a confirmation email for my order. Upon checking my Aliexpress account a week later, I noticed that there were no orders listed, and my address and email were not updated in my profile. I have been in contact with the seller, Shop[redacted] Store, but they have been unable to locate my order as well. Can anyone assist me in resolving this issue?

Order: [redacted][redacted] 1. I inquired about the item's condition with the vendor before ordering. They assured me it was new. 2. Requested part number 0P743D, but received part number 0Y503R 3. 3. I wish to return the motherboard. 4. I paid a custom fee under the condition that the order matched the description, which it did not. 5. Requesting AliExpress to handle the return process with the vendor. 6. Please review the message center for communication and evidence. 7. Lack of trust in the seller due to their response in the dispute. 8. Seeking assistance from AliExpress to resolve the issue, provide warranty, and a $20 coupon. Thank you.

Order # [redacted][redacted]. I purchased a phone that was advertised as unlocked. However, upon receiving it and inserting my sim card, I discovered that it doesn't work due to a bad IMEI. My carrier confirmed it was blacklisted and cannot be used. I tried to verify this from two sources. Despite this, Aliexpress is requesting evidence which I cannot provide. The phone is in good cosmetic condition, but it's useless with a bad IMEI. I need assistance with this matter as I am unable to use the phone and cannot provide the proof required.

Dear Customer Support, I am seeking assistance as I am having trouble accessing my account. Despite being permanently logged into my mobile phone, I have suddenly been logged out. My usual login details are no longer effective. I managed to retrieve my login ID through a credit card transaction, which is cz[redacted]thpf, but unfortunately, my password is not working. The email associated with the account is from the "cuvox.de" server, known to be a disposable email service, making it impossible for me to reset my password that way. I am concerned about potential unauthorized access to my account. Fortunately, I do not have any payment information saved. I have pending orders that I need to track and confirm upon delivery. Additionally, I frequently refer to past orders to repurchase items. Therefore, creating a new account is not ideal. Would you be able to assist me in regaining access to my account? I am willing to provide details of past activities and transactions to verify my identity. Thank you for your attention to this matter. Sincerely, Anna V.

Hello, I am Juaria Gray. On November 15, [redacted], I placed an order with Order Number: [redacted][redacted] for 4x 98cm Roman wedding column pillars priced at $47.29. I received an email confirming payment and shipment of the pillars. Unfortunately, due to logistical reasons, the items were returned to the company, and I was advised to open a dispute citing "personal reasons" for a refund. Despite extensive correspondence, we have not resolved the issue, and I am disappointed. I'm puzzled why the pillars can't be resent if they are in stock. Additionally, the company asked for positive feedback before resolving the problem, which I find troubling. This experience is unusual for me as an AliExpress customer. I would appreciate an intermediary to assist in facilitating a resolution. Thank you. Sincerely, Juaria Gray

Dear Customer Service Team, My spouse and I recently purchased four jackets from AliExpress. Unfortunately, upon receiving them, we found that they did not fit as expected and looked different from the images online. We contacted the seller for a return slip, and after some delay, he provided one indicating only 1kg for the return package. However, the actual weight was close to 10 kilograms, and we shipped it back via German Post DHL to the address provided by the seller. Upon processing the return, the seller has refunded us for only one jacket, marking the other three as not returned. This has led to an outstanding amount with Bank Klarna, through which we made the payment on AliExpress. It is crucial for either the seller or AliExpress to inform Bank Klarna about the returned jackets to clear the remaining balance. We have retained the proof of return from the post office as a precautionary measure. We kindly request your assistance in resolving this matter as the seller has failed to respond to our inquiries. Thank you for your attention to this issue. Sincerely, M.H.

Good day. I am seeking assistance regarding my package with tracking number LB[redacted]20SG and shipping number [redacted][redacted]. I ordered a cell phone on November 11 and asked the seller to ship it promptly, but it was sent out 1 week ago. The address on the package was not complete, and the AliExpress tracking information only shows the state, country, postal code, and Cologne. When checking on 17-track, it says the address does not exist. I have contacted the seller but haven't received a response regarding this issue. I am unsure why there is conflicting information between AliExpress tracking and 17-track. I appreciate any help or advice on how to proceed. Thank you for your attention. :)

Hello, I recently placed a new order and realized that some items from last year were missing, even though the payment was deducted from my account. I would like to request credit for these missing items if possible. Here are the details of the two orders I did not receive: First order details: - Order Number: [redacted][redacted] - Items: Men’s t-shirt and Men’s cargo shorts - Order Date: 02/08/[redacted] Second order details: - Order Number: [redacted][redacted] - Items: Miss Rose-38 Hana and Miss Rose 40 Inked Heart I have recently moved to a new address, and I may not have updated it in time. Here is my current address: Regina E Negrin [redacted] Elm Forest Court, Unit A Clarksburg, MD [redacted] Any assistance in resolving this issue would be greatly appreciated. Thank you in advance. Regards, Ms. Negrin

I bought pastry piping bags on November 11, [redacted]. Today is November 27, [redacted]. I spoke with the seller who assured me a week ago that the package was shipped. However, as I was about to open a dispute today, a new tracking number was provided, making me suspicious. I have informed my bank, and they are investigating the situation. The seller claimed to have shipped the package on November 30th after I requested an extension of buyer protection. I believe my bank's involvement made the seller realize they couldn't deceive me. I suggest avoiding AliExpress due to similar negative experiences of others with undelivered items. I will be cautious and consider a chargeback if the package does not contain everything I ordered. Good luck to everyone!

Hello, I am facing an issue with a product that has malfunctioned after a month of use. It comes with a one-year warranty, but the seller has not replied to me. It's a mobile screen. I had previously purchased the same screen, which also had problems after a month. I sent it back to the seller, and they sent me a new one. The new screen is now experiencing the same issue with pink lines appearing. This was a known problem with Samsung. I paid [redacted] euros, and the screen didn't even last a month. I believe that since it has a one-year warranty and they acknowledged the issue once before, this second occurrence should be handled similarly. I offered to pay something to them, not the full price, but they have not responded. I am awaiting your reply. Sincerely, Julen Etxeberria

Hello GetHuman Team, I am having trouble communicating through the AliExpress chat due to my limited English proficiency. I need assistance as I feel I have been deceived by the seller "ENGWE E BIKE Store" who is unresponsive and unhelpful despite promises made to resolve the issue if I close the dispute. This has been ongoing since February [redacted]. The bike I received has several defects including a damaged fork, bent brake head, display with black spots, defective LED lamp, and multiple color damages we agreed upon for $[redacted] compensation. On the second delivery, the fork extension shifts when braking, the saddle has cracks, the mudguard is scratched, and the pump is of poor quality. The bike appears worn out and inoperable due to the brake and fork issues. Refinishing the damage is necessary to make it functional. I am requesting help through email for better understanding and translation accuracy. Thank you for your assistance, Marcel B.

Good morning. As a valued customer, I want to express my satisfaction with the wide range of services and products your company offers. I have placed three orders with your company, all of which have met my expectations in terms of quality. However, I am facing an issue with order ZA [redacted]09LV as the protection period has lapsed, and I am yet to receive the order. I am disappointed with the handling of my dispute related to this order. I kindly request a full refund for this particular order. Thank you.

Hello, I placed an order for a bicycle on AliExpress with the ID number [redacted][redacted] from the shop named "Norwich." The bicycle cost $[redacted].12 USD, which I paid for. The seller said they sent the bicycle and provided tracking number CP[redacted]21CN. After two weeks, the package stopped at China Post and is waiting for the delivery company. I paid for the order on 27/7, but I have not received the bikes yet. The deal has mysteriously ended, and I suspect they may have been stolen in China. I have contacted the store, but they haven't been able to help. I would like a refund to my card. I spend around $[redacted]-[redacted] USD monthly on purchases. Please investigate this issue. Thank you. Harel Hod

Dear Sir/Madam, I placed an order for a cell phone with the ID number [redacted][redacted] from Meizu Official Store on April 24th. Unfortunately, the phone did not arrive before my holiday, and when I returned, it had been sent back to the sender. After multiple discussions, they requested my PayPal account for the refund, but as I do not have one, I asked them to refund the money to the bank account I used for the purchase. However, after no response, I reached out again only to be informed that the phone was lost, resulting in the loss of my money. Despite offering to cover the postage, they did not agree to send the phone back to me. I am a regular customer on AliExpress, and this is the first time I have encountered such an issue. The purchase was made for [redacted].94 Euros. I await your prompt response. Yours sincerely, G.K. Anom.

Issue ID: [redacted][redacted] Account: [redacted] I recently purchased a used mainboard. Despite professional installation of a Sony Vaio VPCZ13V9E compatible laptop fan, the mainboard overheats within a minute. I have already submitted a video as evidence. The specialists suspect the mainboard was improperly equipped, causing a defect in the graphic card. I have ordered a replacement mainboard from AliExpress. Kindly refund the amount I paid for the faulty mainboard via Visa card. Sincerely, HK