AliExpress Customer Service Issues

I recently purchased leather boots from a store called Vulusvala. After receiving an email from Betty Wu stating that the boots were lost, I was offered store credit to choose a replacement pair. Unfortunately, I am struggling to find shoes in my size 10. When I selected a pair that might fit, I encountered issues during the checkout process and was asked to pay again. Despite trying to reach out to Betty Wu, I have been unable to resolve this issue as the instructions provided do not work. I need this matter resolved promptly to avoid losing my money. Please assist me in retrieving the store credit so I can finalize my order. Thank you.

I have three orders in "AWAITING PAYMENT" status since 29/08. The issue seems to be that Ali Express is using the old expiration date (7/19) from my previously deleted VISA card, which expired a year ago. I now have a new VISA card with an expiration date of 12/23. My bank is declining the old data from a card that no longer exists. Despite explaining this to Ali Express customer service through chat since 29/8, I feel they are not understanding the problem as they are not providing appropriate solutions. I have contacted my bank, and they informed me that the payment will continue to be rejected as long as Ali Express uses outdated information. Please assist me in resolving this matter. Best regards, Efi Sokolinski, General Manager of the Prime Minister's Office, State of Israel.

Hello, I appreciate your response and I was relieved to hear back from you. I encountered some difficulties while attempting to make a sizable purchase of 33 women's short white faux leather stand collar motorcycle jackets, item number 16B1619. The process of converting the sizes from centimeters to inches in US measurements made the ordering quite time-consuming. Upon finishing the order and proceeding to checkout, I meticulously entered all necessary shipping, billing, and payment information. However, upon clicking "PLACE Order," I received an error message stating that the card type was not accepted. Despite trying alternative credit cards, the same issue persisted. I closed my laptop without finalizing the purchase and when I returned to the website today, my shopping cart was empty, leaving me concerned about the status of my order. I would appreciate your prompt assistance in recovering my items or facilitating the order via phone if necessary, as I am eager to acquire these items promptly due to limited quantities. Thank you once again for following up with me. Best regards, Julie

I have attempted to reach out to your customer service team multiple times via email and live chat regarding a recent purchase I made for a pair of doorway screens. Upon receiving the screens, I discovered that they are of poor quality and significantly larger than the standard doorway size, as displayed in your product image. I have been requesting a return authorization from your company but have yet to receive a response. My experience with Alibaba has been disappointing. I have noticed a lack of quality in your products and a severe lack of customer service, which is a common sentiment shared by many online. I have invested in your company's stock but am considering selling it due to these concerns. I would appreciate your assistance in resolving this matter promptly. Thank you.

Hello, I opened a dispute on 8 March [redacted] through AliExpress regarding a faulty belt received from a seller. The buckle was too small for the belt to go through, and I provided evidence including photos and a video. The order ID associated with this issue is [redacted][redacted]. The refund process began on 9 March [redacted] stating "refund is processing," but it has not been completed after 6 months. Could you please provide an update on when I can expect to receive my refund? Thank you, P. Jenkinson

On 12/07/[redacted], I made a purchase at Caokeyi Store with order number [redacted][redacted] for a battery. The tracking information has been temporarily unavailable since the order was placed. I have reached out to them twice but haven't received a response. The delivery date has passed, and I requested a refund, but still no reply. This situation is incredibly frustrating, and I believe this seller should not be considered trustworthy. I kindly ask for assistance in resolving this issue as it is causing me unnecessary stress. Thank you.

Dear Madam/Sir, I, Suresh M., purchased two power supply boards from your site on 27-7-[redacted]. I received both items on time. One board is functioning well, but the other is defective. I have contacted customer support numerous times as well as the seller. I followed the seller's requirements and provided images and a video of the faulty product, but I have not received a response from them. Despite speaking with customer support, including Sabrin, Valentina, Lucy, Savaigne, Angeline, and Noerenne, they have only promised to look into the matter without resolving it. After waiting for a month, I have been told to wait another 5 days. I urge you to assist me promptly as it seems both AliExpress and the seller are misleading customers.

I have been struggling for over a month to resolve an issue with my AliExpress account. When trying to purchase items from suppliers like Artishare, DIIMUU, SHENGMEIHAO, and JX BABY Store, I encounter a problem where I can't proceed after selecting color and size. This issue occurs with some suppliers, while others work fine. I've tried contacting live support, but I keep getting timed out and lose contact. I've followed troubleshooting steps like clearing cookies and using Google Chrome, but the problem persists. Even after speaking with a representative named Selena, who promised a resolution within 24 hours, I have not received any follow-up. I have also reached out to the suppliers directly with no success. This has been a frustrating experience for a long-time customer like myself. Any assistance would be greatly appreciated. Thank you. - Annabelle M.

Order Number: [redacted][redacted] Hello, I am extremely disappointed with my recent purchase. I had ordered a Prada bag and was instructed to use a hidden payment link. The bag was advertised as high-quality, 1:1 replica. However, upon receiving the bag, I discovered it was a different size than described and had a defect - one of the chain holders was loose. Despite reaching out to the seller with photographic evidence, I received no response. After opening a dispute, it was abruptly closed without any explanation. The dispute was deemed invalid because the bag in my pictures did not match the one in the original offer, which the seller had misrepresented. I provided further proof by sharing a picture of the box with the tracking number, demonstrating that the bag I received was not as advertised. It is concerning that sellers are allowed to sell subpar, counterfeit items claiming they are of superior quality. Please let me know if you require additional evidence in the form of pictures. Thank you, B.Z.

I purchased a fabric item on AliExpress with order number [redacted][redacted]. The package never arrived, and after contacting DHL, they confirmed it was lost. The seller initially didn't believe me, but DHL acknowledged the issue. They provided me with a complaint number, [redacted]40. Frustrated by the seller's response, I opened a dispute to protect my payment. The system requires me to return the item, but I noted it was never received. The seller now insists I need to file a claim with DHL in China, which contradicts what DHL informed me - that the seller needs to do it. I feel caught in the middle and need assistance to resolve this to avoid losing both my money and a customer.

I placed an order for hair this morning, September 14th, and requested a refund shortly after the purchase. It has been 10 minutes since I made the transaction and I am still awaiting the refund on my card. I kindly request that the money be returned to my card promptly. If the refund does not reflect on my card within the next 2 days, I will need to escalate this matter either with Aliexpress or directly with the vendor. I hope to resolve this issue amicably as soon as possible. I ordered the "TODAY ONLY Brazilian Body Wave Bundles With Closure Brazilian Hair Weave Bundles With Closure Remy Ombre Bundles With Closure" which cost $[redacted].50. Your urgent attention to this refund matter is greatly appreciated. Thank you.

On July 28, I ordered three dresses online. I received two dresses, one costing $24.11 and the other $22.10, but they were of lower quality than expected. The third dress, costing $34.69, was not delivered, and the seller claimed it was lost in transit. I opened a dispute, and the sellers of the two received dresses agreed to refund $15 each and allow me to keep the items. The seller of the lost dress agreed to a full refund. Despite being informed that it could take 3-20 business days, more than a month has passed, and I have not received any refunds. Multiple attempts to contact the sellers have been unsuccessful. I am eager to receive my refunds without having to resort to legal action.

I would like assistance in resolving an issue where the seller provided the wrong address on my package, causing it to be delivered to the wrong location. The tracking indicates that the delivery is completed, but it was not delivered to my address due to the incorrect zip code provided by the seller. Consequently, I have been unable to secure a refund. This marks the third occasion such an error has occurred, and my first time requesting a refund. I kindly ask for a review of my refund request. My correct zip code is [redacted], and the package was sent to zip code [redacted], belonging to a different city. The tracking status confirms successful delivery to a different city with a different zip code. Thank you for your attention to this matter. ORDER NUMBER: [redacted][redacted] TRACKING NUMBER: LY[redacted]93CN

I attempted to drop off my parcel at the two designated drop-off locations provided in the document you supplied. However, both places tried to scan the barcode and informed me that it was not recognized in the system, resulting in them being unable to ship my parcel. I reached out via email to [redacted] over a week and a half ago regarding this issue, but I have not yet received a response. I am seeking assistance as I am now unable to send my phone to France for servicing, which may lead to delays in getting my device back. It is imperative to verify if the barcode has been activated, as I must dispatch my parcel to France within 60 days. Despite adhering to all instructions laid out in the PDF document you provided, the drop-off locations are declining to accept my parcel. I have included the warranty details below for your reference: Warranty contract number: [redacted][redacted] Covered device: Smartphone / OUKITEL / Mix 2 6GB 64GB IMEI of covered device: [redacted]84 Claim reference number: X[redacted]94

I ordered hair on AliExpress from a seller named BY Official Store. The hair was shipped from their US warehouse. After being unsatisfied, I contacted the seller to return it to the US warehouse, but they requested I send it to their warehouse in China. I promptly shipped the hair back within 3-4 days. The total cost of the purchase was $[redacted].81. The seller is now citing high customs taxes in China and refusing a full refund. I reside in the US with no knowledge of Chinese customs procedures. The seller claims the package is held by Chinese customs until taxes are paid, which he refuses to do. I returned the hair in its original condition and expect a full refund. I have opened a dispute regarding this matter.

I have encountered issues with two separate orders on AliExpress, Order #[redacted][redacted] and Order #[redacted][redacted]. Despite my long-standing loyalty to AliExpress, this is the first time I am facing such a problem. I have made numerous attempts to resolve this by contacting customer service 11 times. I upgraded to EPacket shipping for both orders to ensure delivery by 9/7/[redacted]. However, the items did not arrive as promised, and the seller provided conflicting information about the shipping dates. I initiated a dispute solely to request a refund of the extra shipping fees I paid, a total of $11.67. I urgently need these items for my child. Regrettably, I have only received a partial refund of $5.05 for the EPacket shipping fees, which is insufficient. I feel frustrated as I have not received any assistance in this matter, and it is unfair that the seller is not held accountable for violating the rules. I kindly request a full refund of $11.67 for the undelivered items.

I purchased a golf laser rangefinder on August 17th, [redacted]. It arrived promptly on August 23rd, [redacted], and I confirmed receipt the same day. However, upon testing, I found it unsuitable as it failed to detect a 40mm television mast at [redacted] meters, unlike my current rangefinder that can detect a 15mm golf flagpole at [redacted] meters. I contacted the seller who advised me to return the item. I sent it back via recorded delivery through UK Royal Mail to the provided address, but China postal services failed to deliver it twice. The seller now states the item is in China and suggests requesting a refund. As it has been more than 15 days since receiving the order, I am unable to open a dispute. The Aliexpress Order number is [redacted][redacted]. I hope for advice on how to proceed to obtain a refund. Thank you.

I purchased two dresses at $15.59 each from order# [redacted][redacted], one red check, and one blue check. The seller informed me via email that the blue check dress was out of stock and they would issue a refund. Upon receiving the red check dress, I discovered that its measurements did not match the size chart. I opened a dispute requesting an $8 refund for the red dress due to the sizing issue, however, the seller only refunded $14. This amount did not account for the missing blue check dress. In the arbitration, Aliexpress decided to refund $8 for the red dress but nothing for the missing blue dress. I now seek a full refund of $15.59 for the blue dress, as I am still owed $1.59 from the partial refund. The seller provided a tracking invoice implying both items were delivered, but I only received the red dress.

To Whom It May Concern, We are currently disputing Order Number [redacted][redacted] placed on 12-08-[redacted]. We wish to attach a comment to this order regarding the seller, Jack Chen. Upon discovering discrepancies with the product, specifically an electric motor for a bike, we found that Jack misrepresented the item to customs as a lawnmower motor. Subsequent apologies and attempts to deceive customs further solidify Jack's dishonesty. I am adamant about receiving a full refund, which should also cover shipping costs. My son, who diligently saved money for 2 months to purchase this motor, now faces disappointment due to Jack's deceitful practices. Attached are relevant conversations for your reference. Awaiting confirmation of a full refund with shipping fees included.

I purchased an 8" Android 7.1 Car Multimedia Player for my Mercedes Benz C Class W[redacted]-[redacted], which included GPS navigation, DVD, USB, AUX, SD, WiFi, and 3G 4Core functions. However, upon receiving the player, I discovered that the Android system was not functioning. Despite attempting various solutions, the seller has ceased communication upon realizing the issue with the player. I initiated a dispute providing detailed information and pictures of the player displaying the regular menu instead of the Android system. Despite this, the dispute was inexplicably canceled due to the absence of a video. I spent $[redacted] on a non-functional player, with the seller now unresponsive and my refund pending. I am seeking assistance in returning this item and obtaining a refund.