DHGate.com Customer Service Issues

Regarding Order [redacted] with Tracking # LS [redacted]25, I made the purchase on December 27, [redacted]. Approximately three weeks later, the seller informed me via email that the bag I ordered was not available, requesting me to choose an alternative. I declined and requested a refund of $88.32. Unfortunately, no action has been taken since then. Feeling anxious about the situation, I tried to file a complaint through the order system. Due to my distress, I mistakenly selected "buyer pays for return shipping charge" but realized my error right after submission. Despite the seller never shipping the item to me, both DHGATE and the seller are withholding my refund, claiming I agreed to return the item I never received. This misunderstanding has caused me significant stress and sleepless nights. The evidence clearly shows the seller never shipped the item, but they are not acknowledging this fact, adding to my frustration.

Dear the_beezer_34, Hello! Thank you for shopping with DHgate.com! We have confirmed receiving your payment for order number [redacted]. At DHgate, we prioritize safety for all users and require verification for payment security. Your cooperation is appreciated. Please proceed to verify your credit card information online using the provided link. Expect a response within 2 business days once verification is complete. Rest assured, your information remains confidential. Your order($orderNo) will be processed promptly upon verification. Thank you for your understanding and assistance. Best regards, DHgate Safety Center Department

Hello, I'm having issues with my account onelov15. I attempted a recent purchase of a pair of [redacted] designer shoes, a Dolce&Gabbana sneaker knit, a Gucci cardigan hoodie for men and women, and a Versace white and black men's short sleeve t-shirt. The total was $[redacted], but my card with $[redacted] available balance was declined, showing a message that said, "Your payment is at risk. Please contact your bank.” Can anyone provide guidance on how to resolve this issue and complete the transaction successfully?

Order [redacted]. I purchased a pair of shoes for €40.29. I received some socks instead. On February 3, [redacted], I opened a dispute with a photo of the order showing what happened. I have not received any response. The seller claims the dispute was closed and he was paid. I did not close the dispute. The dispute on my profile still appears open, but I cannot make any changes. I want to be contacted. I want a refund.

Hello, I recently received an inquiry email from DHgate regarding my order (Order No: [redacted]). However, I have not received the item yet. When attempting to track the EMS shipping number provided, it seems to be invalid. Additionally, I have encountered issues logging into my DHgate account as it does not recognize my email address or password. Despite resetting my password through the proper procedure and receiving an email confirmation, I am still unable to access my account due to the same error message. Therefore, I am unable to contact the seller directly without accessing my account. Any assistance in resolving these login and tracking issues would be greatly appreciated. Thank you for your help. Best regards, G. Barrick

Hello, I have been trying to cancel my order for almost three weeks. It's paid for but pending shipment. I've tried many ways, but they don't even give me that option. However, I was able to cancel three orders that were not even paid yet. This leads me to believe they don't want to cancel it. I have spoken with several sellers many times, and they say they can't do anything, that only I can cancel it. Firstly, that's not true, as I have seen comments online confirming DHgate cancels when it suits them. I'm tired of all this back and forth and long explanations. I just want them to please cancel my order [redacted] and refund me. Please help me because I'm desperate, and they are not even responding to my messages. Thank you.

I placed an order for a YSL bag on February 12, [redacted], at 1:25 PM EST from a store named Chinabrand666. The store has closed, and when I tried to track my order, it says the seller does not exist. As my order has not shipped, I would like a full refund, including the shipping cost of Cdn$51.37. The order number for the bag is [redacted]. Please contact me at [redacted], the email associated with my DHgate account under the name Noorshat Kabir Chowdhury.

I recently placed two orders, one with order # [redacted] and the other with order # [redacted]. Unfortunately, both packages were sent to a different state instead of my correct address listed on the order form. Tracking information indicated one was delivered to Florida and the other to Atlanta. I opened a dispute and was told to wait 5 days for a resolution or receive an automatic refund on the 6th day if no solution was reached. However, no action has been taken yet. I'm frustrated as I waited almost a month for my orders to be delivered to the wrong address. I don't want coupons, I want my money back. Dealing with DHgate has been unhelpful and their customer service phone system is not effective. I am very disappointed in DHgate's service and their lack of assistance.

I am having trouble resolving an issue with my recent order. I initially tried to order three items, but my card was charged for six items. I attempted to remove the extra items and reverse the charges without success. The items are now awaiting shipping, and I do not want them to be shipped. Every time I try to address the problem, I am given different instructions. I am frustrated with the lack of communication and assistance. I want the charges reversed for the three extra items. I have the item numbers available. A phone call would greatly simplify the process and help resolve the issue promptly. Your prompt attention to this matter would be greatly appreciated, as the current situation is causing me stress and confusion.

I purchased a watch from a seller named "good goodsell" on DHgate on February 21st. The order number is [redacted], and I paid $[redacted].73 through credit card on the same day. The seller claimed to have shipped the product on April 29th, but the tracking information indicates it was accepted on March 4th. It's been more than a month since I placed the order, and the tracking hasn't been updated since March 8th. I've communicated with the seller multiple times, but the responses are vague and unhelpful. Despite my efforts to contact DHgate customer service, I only receive automated responses. I plan to open a dispute with DHgate and may involve my credit card's buyer protection if necessary. I suspect the package may be lost, damaged, or stolen due to the lack of tracking updates. I appreciate any assistance in resolving this matter. Thank you for your help.

1. I have been a loyal customer for over a year, I believe. I was a level 3 member, but in February, my account was reset to 0. I am unsure how this occurred, but I did not intend for it to happen. How can I regain access to my original account? My favorites list, which included [redacted]-[redacted] items, is now empty. Furthermore, all my recent purchases and reviews have disappeared. 2. I purchased a Galaxy Note 10 but instead received a locked Galaxy S10 Plus. When I attempted a Hard Reboot, the device booted up in Safe Mode with what appears to be Chinese characters displayed. Due to my account being at 0, I cannot identify the seller or access any purchase records. Name: Lazarus M. Email: [redacted] Phone: [redacted]

Hello, I am experiencing an issue with my recent order. The payment intended for order number [redacted] was mistakenly sent to Ayden B.V. instead of the correct seller, luxuryfirst1. Unfortunately, due to this error, the seller luxuryfirst cannot proceed with sending the package. Despite the order being canceled, I did not initiate the cancellation and the funds were already transferred to Ayden B.V. I am requesting assistance in tracing the payment for order number [redacted] to rectify this and have the funds returned from the incorrect recipient, Ayden B.V., so that I can transfer it to luxuryfirst1 as intended. Your prompt help in resolving this matter is greatly appreciated. My name is Roswitha Janke, identified as r.j.37 on the DHgate app.

I've been a customer of DHgate for over a year and have purchased many items without any issues. In January, I ordered a Galaxy S10 Plus. Shortly after, I encountered problems with my account preventing further purchases. Customer service through automated chat was unable to help, and I discovered my level 3 account had been reset to level 1 with all information missing, including details of the seller for the phone I ordered. After several days of trying to seek assistance, I finally received the Galaxy S10 Plus, only to find it locked with a language barrier preventing a hard reset. Unfortunately, I can't contact the seller to resolve this issue due to my account reset, leaving me with a non-functional phone and a basic account. Email: [redacted] Phone: [redacted]

Hello, I recently made a purchase with the order number [redacted], and the item was shipped on March 7th. The tracking number, LO[redacted]29CN, on your website shows the latest update on 3/04/[redacted]. However, when checking on other tracking sites, it indicates that the package has been delivered to a different location. I have tried contacting the seller for more information, but unfortunately, they have not been helpful. I am reaching out to your customer service in the hopes of getting clarification. This is the second time I am trying to reach out via email, but I have not received any responses. I am eager to hear about the status of my package. Thank you in advance. Best regards.

I placed an order through the app but I need to cancel one of the items. I am facing an issue because I can't cancel it myself. I initially logged in through the app using Facebook, but when I tried to log in on the internet to cancel, I couldn't access my account through Facebook. I didn't create an account using an email or pin code, so I'm unsure how to proceed with canceling the order. I cannot locate the cancel option in the app either. My name is Fumee Wata and my order number is [redacted]. I need to cancel this order because I made an error with the numbers and the item is too expensive. I would like to change the numbers I ordered, so I kindly request that you assist me in canceling this order.

Subject: Order Inquiry for Leggings from Xiaobaigou Dear [redacted], On January 25, [redacted], I ordered two pairs of leggings from seller Xiaobaigou with the order number [redacted]. Despite making a payment of $48.06 USD, I have not received any updates regarding the shipment or delivery of my order. I have attempted to contact the seller multiple times, to no avail. I understand the challenges caused by the current pandemic situation. However, it has been over three months since I placed my order on April 11, [redacted], and I am yet to receive any communication from the seller regarding the status of my order or potential refund. I would appreciate it if you could assist me in resolving this matter promptly. Thank you for your attention to this issue. Best regards, [Initials]

Dear DHGATES, I have been attempting to contact you since 03/04/[redacted] at 12:36 PM regarding my order placed on 02/25/[redacted]. I bought an 18-bolt Leon Li/Iom Iron 10-Piece Monster Kit for £[redacted].02 with a £7.91 discount, resulting in a total payment of £[redacted].11. My order number is [redacted], and the tracking order number is LX[redacted]12CN. The delivery, unfortunately, went to the wrong address on 03/09/[redacted]. I received an email stating that the parcel was delivered, but I haven't received it. Despite numerous attempts to contact you, I have not received any responses, leading me to seek resolution through the appropriate channels if necessary. The correct delivery address should have been Hafod Ty Newydd, Rhostryfan, Caernarfon LL54 7PA, with the wrong postcode being LL55 2HY. I would appreciate a refund or a replacement kit promptly. Sincerely, Steven T.

Hello, The tracking number for my package sent from your store is [redacted]. The issue is that it is currently at a DHL warehouse in France because the sender luxurydress009 did not actually ship it with DHL; they only provided a waybill. The package needs to arrive in Italy at Via vicolo monte padrio 42 corteno golgi frazione Doverio (bs) [redacted] for Francesca R. It is late, in fact, DHL informed me it was never dispatched. I have already paid for everything, including the transportation, so please take care of this. Otherwise, I will have to pursue legal action. It is a wedding dress that I urgently need for my wedding, which is already delayed. The sender keeps lying, claiming they handed it to DHL and that they call them daily, but now they are not responding to my messages, despite screenshots showing that both DHL Italy and DHL France confirmed the package was not sent to Italy and approval for shipping was not given, even though everything was already paid for. I will give you another 2 days to resolve this issue, then I will proceed legally. I hope you can address this. Thank you, Francesca R.

I placed an order on the DHgate website on February 18, [redacted], for a Louis Vuitton belt and another order for a Rolex watch on February 27, [redacted]. I'm frustrated because I did not receive any order confirmation and had trouble logging in with my email, so I used a temporary one. It's now April, and I still haven't received my items. I demand that my orders are delivered to 42 Clarendon St, Fitchburg, MA [redacted] Apt 5, or I want a refund to my credit card. This needs to be resolved immediately. John S.

Hello, on March 18, [redacted], I received my order, a wedding dress, from the seller DressVIP. On April 16, I contacted them to inform them that I am not satisfied with the item. They replied yesterday stating that the dress is fine and I cannot return it just because I am not satisfied. I sent them a screenshot of DHGate's policy where it states that if the customer is not [redacted]% satisfied, the item can be returned for a refund. Unfortunately, I cannot wear this dress for my wedding as the quality is poor and it caused an allergic reaction on my skin after wearing it for only 20 minutes. I explained the issue, but they refuse to take responsibility. I am reaching out to you because we cannot come to an agreement. Please help me as I have paid for the dress but am unsatisfied and would like a refund. I am looking forward to your response. Warm regards, Francesca.