DHGate.com Customer Service Issues

Order Detail ([redacted]) DHL[redacted] I placed an order for face masks two weeks ago. Initially, the website promised fast and free delivery with DHL, estimating arrival between April 21st and 23rd. However, upon completing payment, the shipping information changed, stating the item won't arrive until June 6th. The tracking number shows the package in New York since last Monday without any movement towards delivery. I'm concerned about the delay and would like to know the reason and how much longer I'll have to wait. If the masks arrive in June, we might not even need them anymore as the situation with the coronavirus could improve. Alternatively, I request a refund promptly. Even regular mail delivery from China takes only two weeks, while DHL seems to be taking three months.

Hello. I am Katia Fabbri. In February, I purchased a chandelier from you with a credit card payment: order number [redacted] and then tracking number: [redacted]34. As of today, on 4/23/[redacted], I have not received my order. I have been sending messages, but after several responses in English, I received an email stating that my shipment would be sent out within 7 days. It was supposed to arrive by mid-April. To this day, despite my attempts to follow up, I have not been able to resolve the issue. If my order has been returned, I ask for a full refund of what I had purchased. I kindly await your response. Thank you. If needed, you can reach me at the phone number: [redacted]. Regards.

Good morning, I recently made three purchases on DHgate, and unfortunately, all three sellers deceived me. One of them provided the wrong tracking information, while another sent me an empty package instead of the watch I ordered. My bank account associated with DHgate has been closed, and my bank informed me that any refunds from the sellers would be returned to the website. The sellers who scammed me have agreed to refund me, and I am requesting that the refunds be processed to a different credit card, which I have attached for your reference. My bank has advised me that the money will be sent back to DHgate, so it's important that the refund goes to either my DH Pay account or the credit card I have provided. I urgently await your response as I have been a victim of fraud. Otherwise, I will have to escalate the matter to the authorities. For your reference, I have attached the card details where I would like to receive the refunds for the following orders: 1) Order No. [redacted] 2) Order No. [redacted] 3) Order No. [redacted] You can reach me at [redacted] I am anxiously awaiting your prompt response.

Salve, ho acquistato quattro prodotti, che sono delle paia di scarpe, oltre tre settimane fa. Vorrei sapere con certezza quando arriveranno i prodotti e se arriveranno. Capisco che stiamo passando un periodo particolare e vorrei delle delucidazioni. Scusate lo scetticismo, non sono abituato a comprare online e dato che hanno già preso i soldi e i rivenditori non sono molto chiari, vorrei delle spiegazioni. Di seguito vi elenco i numeri d’ordine dei prodotti. Non sono ancora state spedite: No. ordine: [redacted] Non sono ancora state spedite: No. ordine: [redacted] Non sono ancora state spedite e il rivenditore non risponde: No. ordine: [redacted] Vorrei il rimborso di questi 3 articoli, li avevo ordinati pensando arrivassero entro il 14 maggio come regalo per mio fratello. Grazie anticipatamente.

I am experiencing an unusual situation with my DHL package. Despite my efforts to avoid a lengthy wait, the seller isn't responding to my attempts to resolve the issue. I kindly request your assistance in contacting the seller directly as they have disabled their email notifications. I believe I should receive compensation as the seller opted for a different shipping method than DHL. Despite being advised to be patient for a few days, the package has been stuck in the sorting facility in China for over 21 days without progress. The seller unexpectedly closed their store and stopped receiving email notifications, which raises concerns about their commitment to fulfilling orders. I have noticed discrepancies between the seller's actions and your stated policies regarding improper shipping carriers. I feel frustrated by the lack of action on this matter and seek a more proactive resolution.

Hello, I ordered a pair of shoes at the beginning of January. Firstly, the seller did not inform me that they couldn't ship it within the agreed-upon timeframe, even though we had several exchanges before the purchase. I had to wait for over a month before the seller shipped my package, not to mention the time for it to be delivered. In the end, the package was received, but it was delivered to the wrong address due to the seller's mistake. The seller then resent the shoes and promised to include a gift in the package as an apology. I received my package about 88 days after ordering it, and I immediately wanted to open a dispute, but it's no longer possible after 90 days. I find it unfair that I cannot open a dispute given the situation that occurred. Furthermore, the seller is taunting me through messages because I can't open a dispute anymore, even though I have all the evidence from the start of the purchase. I would like to be fully refunded for what happened (around sixty euros) or partially refunded, but I won't let this go. Lastly, DHgate is not responding to my emails or is only sending automated responses. Thank you for your understanding and attention to this matter. Have a good day.

Hello, I am contacting you to request assistance in resolving the issue with order number [redacted]. It is an e-bike priced at €[redacted].94 weighing 17 kilograms. On 21/02/[redacted], I purchased the bike and was given a tracking number "LO[redacted]68CN" which is invalid. After opening a dispute, I was allowed to return the bike, and the seller accepted, providing another shipping number "RV[redacted]55CN". Due to the confusion, I checked with the Italian post and found out the package weighs less than 2 kg. Subsequently, I contacted the seller and was given another shipping number "LX[redacted]65CN" which also weighs less than 2 kg according to the Italian post. Considering the situation, I sent an email requesting assistance for a refund and was assured that the refund button would be reactivated on the site. However, I have been unsuccessful so far. I am seeking help to obtain a refund and resolve my issue. Awaiting your response. Thank you.

I came across a Rickenbacker double neck guitar on DHgate that was listed for only $[redacted].72 USD, a steal compared to its usual price of thousands of dollars. Excited, I quickly placed an order, only to later discover numerous negative customer reviews about the website. Concerned, I cancelled the order before payment, but the money was still deducted from my account. Unfortunately, I have not received any communication regarding a refund, and the seller is unresponsive. I am unsure of the next steps to take in order to get my money back.

Despite ordering the product over a month ago, it never arrived and the payment was processed. I contacted customs and they informed me that the package was delivered to someone else. I tried to open a post-sale dispute on the website, but it keeps showing "Page not found" with the attached images as evidence. Could you please assist in mediating for a refund? Best regards, R. Carmine

I haven't received the package, which seems to be lost. I opened a dispute with DHgate, but every 3 days, I receive a message telling me to wait another 10 days. Yesterday, I received one saying the refund was accepted and I would get it within a week. However, this message was deleted shortly after and replaced with a "wait 20 days, then we'll refund you $5 (order of [redacted]€)." I am waiting for your help.

I recently emailed you regarding an issue with my order. It was mistakenly sent to New York instead of Albuquerque, where it was supposed to go. I placed the order back in January and I have been a loyal customer for a few years now. The email I used to order was [redacted], but due to a phone reset, I now use [redacted] I kindly request for you to locate my package or allow me to place the order again. I would appreciate a prompt response.

I am lodging a complaint with the Better Business Bureau regarding a purse order from this company. The tracking number provided is invalid, and I am left without the product or a refund. I was hoping to have this purse for my daughter's baby shower, but it seems like a scam as I cannot reach anyone by phone. It's disappointing that after not working for two months, I am left without the item I wanted for this special occasion. My hope is that my experience serves as a warning to others considering ordering from this company.

Hello, I am inquiring about the status of my order, number [redacted], from the seller. On April 16th, I purchased a bag and reached out to inquire about the delivery to Italy, but I have not received any response. I was informed that you would contact the seller and provide me with an update within 48 to 72 hours regarding my bag's whereabouts and estimated arrival time. However, I have not received any updates despite sending multiple emails. Could you please confirm if my order is still in China and when it might arrive in Italy? It has been a month since I made the payment, and the order has yet to be shipped. If there are further delays, I would like to request a refund as I have faced similar issues in the past with undelivered items. Kindly update me on the status of my order or advise on the cancellation process for a refund. Thank you, Alessia S.

I am inquiring about the status of my order [redacted] and any updates from the seller. I have previously emailed you regarding this matter, in which you mentioned that you would contact the seller and provide me with information within 48-72 hours. However, I have not received any updates since then. I am uncertain of the current location of my order and its estimated arrival in Italy. It has been a month since I made the payment for the order, and it seems that it has not been shipped yet. If there are any issues or delays, please inform me promptly. I would like to know the status of my order to determine the next steps. Thank you for your assistance.

Hello, my name is Grant. I have been a loyal customer of your site for many years. I recently ordered a Huawei Mate 8 phone (ID:[redacted]) and was incredibly disappointed with what I received. The product arrived damaged, in the wrong color, and appeared to be second-hand with scratches, dents, and signs of previous use. Despite the seller claiming it was new, the condition indicated otherwise. After some communication with the seller and providing pictures of the phone's state, the seller offered a refund instead of a replacement. However, I am concerned about incurring additional costs to return the item and still not having a satisfactory resolution. I proposed a fair solution for compensation, but now the seller seems hesitant to honor the initial offer. I am not seeking a free phone, just a fair outcome. Your assistance in resolving this issue would be greatly appreciated. If needed, feel free to contact me. - Grant

I have made two orders which I decided to reject. It has been more than 10 days since I have been waiting for the refund, but I have not received it yet. I have tried to contact the sellers multiple times, but they have not responded to my messages. I really need the refund for the two orders I rejected. Here are the tracking numbers: [redacted], [redacted]. Thank you.

I bought 14 items from DHgate as Christmas gifts because they were inexpensive and promised delivery before Christmas. However, all the items have been delivered to the wrong addresses. I've tracked my orders and found them hundreds of miles away from me in different cities like Scotland, Birmingham, Wales, and London. I managed to locate two items, but the recipients confirmed they received the correct orders. The sellers are unresponsive, and DHgate is not understanding my issue. Despite providing evidence of deliveries to wrong addresses, they only advise me to open a dispute. I am puzzled as to why I keep receiving incorrect tracking numbers and why my orders are sent to the wrong locations.

I recently received my order after a two-month wait, only to find that the items are too big. I contacted the seller to explain the situation, and they responded asking if they sent the wrong size. I clarified that the size is correct but they are too loose for me to wear. I am interested in returning them, but I am concerned about the costs involved. If returning them will be expensive for both parties, I would prefer a refund. Unfortunately, I have not received a response for the past three days since requesting a refund. I informed the seller that if the communication does not improve, I will contact DHGate for assistance. When I tried to confirm receipt of the items, it indicated that the payment would be released. However, the payment was already deducted back in April when I placed the order. I am struggling to communicate effectively with the seller and they have not provided a return label or any resolution so far.

I ordered 3 pairs of shoes totalling $[redacted] on April 27. I received 1 pair but didn't get the other 2. Previously, I logged in using my Google account, but now that option is no longer available. I'm unable to access my account to track the missing shoes. When trying to reset my password, it says my email is incorrect. I can provide the credit card number used for the purchase. I want either the missing shoes or a refund. It's frustrating to spend my money and not receive anything. I believe being able to log in with my Google account would help resolve this issue on DHgate's platform. Thank you.

I am writing to the customer service regarding an issue with my order on DHgate. In early January, I placed an order online for a pair of "[redacted] Gel Nimbus 20 Original" running shoes, with order number [redacted]. Due to the coronavirus, I was informed via email that there would be delays in shipping. On April 29, [redacted], I received a package at home containing socks instead of the shoes, with shipping number LX[redacted]85CN. As DHgate is responsible for protecting consumers, I am requesting a refund of the amount paid, which is €41.28. I have attached photos as evidence of the fraud along with the product tracking information. I am awaiting your response. Thank you, A. Frezza.