DHGate.com Customer Service Issues

I am writing to inform customer service about an issue I had with a recent order on DHgate, a platform meant to protect consumers. In early January, I placed an online order for a pair of "[redacted] gel Nimbus 20 original" running shoes with order number [redacted]. Due to the coronavirus situation, I was notified via email about shipping delays. On April 29, [redacted], I received a package at home containing a pair of socks instead of the shoes I ordered, with shipping number LX[redacted]85CN. As DHgate is responsible for ensuring consumer satisfaction, I am requesting a refund of the amount I paid, which is €41.28. I have attached photos as evidence of the fraud along with the product tracking information. I look forward to your response. Best regards, A.F. Email: [redacted]

Some time ago, I placed three orders on the same day on DHgate. My bank stopped the third payment suspecting fraud. I called Wells Fargo to confirm the charge was legitimate, and they reactivated my card. However, DHgate still refuses to accept my payment, citing credit risk. Even when I try using other cards, DHgate's system rejects them for the same reason. I use these cards regularly without any issues as they are well-funded. Due to this refusal, I am unable to pay for my order. I prefer to pay with my Visa ending in [redacted], as well as my Visa ending in [redacted] and card ending in [redacted]. Please investigate this issue with your system and allow me to proceed with my payment. Your assistance is appreciated. Thank you. - Michele F.

Dear Sir or Madam, I apologize for writing to you in German, as my English skills are not sufficient due to a lack of practical application. Firstly, I would like to express my utmost respect for your platform. In the past, I have ordered several items and have been very satisfied with those I have received. However, orders No. [redacted], [redacted], and [redacted] have been pending for months, which seems disproportionate even considering Covid-19. My attempts to contact the sellers have been unsuccessful. Apart from their lack of cooperation, the issue is also due to the fact that complaint procedures are only explained in English. I work with small and medium-sized companies in the fashion industry and my circle of friends share my interest in fashion. I would like to cover my wardrobe through your platform and recommend your company to my personal and professional contacts, but only if a smooth process can be ensured. I would appreciate a prompt resolution regarding my outstanding orders. Best regards

Hello, I made an order in March [redacted] for two different styles of Louis bags and one YSL bag. One of my Louis bags shipped in May, and the YSL bag was shipped about a week ago. However, neither package has arrived. The expected delivery date was May 10th, and when I tried to track my order, the information was in Chinese. I have reached out to DHgate and the sellers with no response. I have the tracking number for my Louis bag order, which is [redacted]. My name is Priya S. I am disappointed and would like a refund or for the products to be shipped promptly. If this matter is not resolved, I will have to share my experience on my social media platforms such as Facebook and TikTok, where I have a substantial following. It's important to me that others are aware of the situation and that action is taken to rectify it.

Hello, I am seeking assistance. I have contacted the Safety Center several times regarding an issue with my account being linked to the wrong person's account. My account, under the email [redacted] and username Mieltala, is incorrectly associated with order number [redacted], which actually belongs to [redacted] I was advised by customer service to reach out via email for resolution. I kindly ask for your help to correct this error and reactivate my account for shopping purposes. Please feel free to contact me for further clarification. Thank you for your prompt attention to this matter. Sincerely, Mignonne

I placed an order on April 4th, and it has not arrived yet. Despite opening a dispute, I was only offered $5 as compensation and told to wait. The order was not even posted until April 29th, 25 days later. It has now been 80 days since my order, far exceeding the expected delivery time. The seller has not responded to my inquiries, and I am dissatisfied with the service. I have ordered from other platforms such as Joom and Alibaba.com without issues. I have requested mediation but have not received a satisfactory response. I am seeking a refund. Thank you. - Adrian Lee

Order No. [redacted]12 I recently made a purchase on DHgate for multiple items. While I paid for all the items in full using my credit card, only a portion of my order was shipped, and the rest was cancelled. This has occurred for the second time now. After contacting the seller, I learned that they did not cancel the order; it was DHgate who did so without explanation. I received an email stating that I would be refunded for the cancelled items. I am perplexed as to why the full payment was taken initially if only part of the order would be fulfilled. I expect to receive my entire order when payment is made in full. Despite my attempts to seek assistance from customer service, I have not received satisfactory help. I have spent over an hour answering repetitive questions. This level of service is disappointing. I have already confirmed with my bank that the complete amount was charged to my credit card. Cynthia K. Email: [redacted]

I am encountering difficulties when trying to purchase an inflatable doll on DHGate. I consistently receive error messages such as "Bad Request," "Bad Gate," or "Page not available." Whenever I attempt to seek assistance for these issues, the responses I receive are unhelpful and repetitive. The provided phone number, [redacted], directs me to purchase insurance instead of resolving my concerns with DHGate. Customer Service continuously redirects me to various departments that fail to address the problem. It seems that many others are facing similar challenges online, suggesting a widespread issue with obtaining assistance. It appears there is a misconception that automated responses can solve all problems when, in reality, they are not even addressing the correct issues.

I have been trying to purchase inflatable dolls for several days now. I found two that I really like from different sellers, but every time I try to buy one, I get an error message saying "Bad Request" or "Bad Gate," and sometimes the page is just unavailable. Customer Service has been no help either. The phone number listed on DHGate's website is incorrect, leading me to Square Trade instead. I am starting to wonder how DHGate manages to stay in business with such poor service. It feels like no one there cares about the customer experience. It's frustrating that I can't make a purchase despite my efforts.

I purchased two bikes from the same seller. The first order was delivered to a different town and not my address, so I received a refund. I am now waiting for the second order, but the same issue occurred again - it was delivered to a different town. I requested a refund, and the seller reshipped the order, but once more, it was delivered to a different town and never reached me. The post office mentioned they do not handle such large items and that it should be delivered by a parcel company. The tracking information provided by the seller for the third attempt was not in my name or address. I obtained a photocopy from the post office and sent it to Dhgate. Despite proving the situation to them, Dhgate is requesting me to file a missing item form, which is frustrating. I believe the seller is deceitful, and Dhgate's lack of assistance is concerning. I am being asked to deal with a problem that is not my fault, and it is becoming a significant inconvenience considering the amount of money involved. It is disheartening that despite presenting evidence, Dhgate seems unhelpful, and I feel like they are not prioritizing my concerns appropriately. I am disappointed with the lack of support, especially given my status as a nearly VIP buyer.

I recently made multiple orders for inexpensive cutlery items on DHgate. Despite noticing the low prices, I trusted the sellers due to DHgate's buyer protection policy. Unfortunately, the first two orders were delivered to the wrong address in another state. Despite reaching out to the sellers, there was no resolution. I decided to cancel the remaining orders, but two had already shipped and couldn't be canceled due to a 90-day shipping policy. One order has already been delivered to the wrong address, and I fear the same will happen with the other. I am seeking a refund and urging DHgate to cease working with these illegitimate sellers who are running a scam. Their lack of communication and closed stores are red flags. As a new customer, I have learned from this experience, and I hope DHgate will take appropriate action.

I placed an order on 24/01/[redacted]. I emailed the seller on 05/03/[redacted] and was informed there was a delay due to the virus, which I understood. Later on 06/03/[redacted], I was told the item was out of stock and needed to choose another style. Even after doing so, I have yet to receive anything. I followed up on 30/03/[redacted] to check the status but received reassurance they were sent. After multiple follow-ups on 13/05/20 and 15/06/20, with promises to track the order, there has been no progress. Despite expressing my dissatisfaction on 03/07/[redacted] and 20/07/[redacted], I have not received any tracking information nor my item. It has been over 8 months without any resolution or refund.

Dear Team, I recently made a purchase for an item totaling 22.56 €, and the amount was deducted from my bank account without any issues. However, when I checked the DHGate app, the item appeared as unpaid, leading to the cancellation of my order. I am concerned as I have already paid for the item, but it seems like it won't be delivered now. I kindly request either a refund of my money or for the item to be shipped as soon as possible. The order number associated with this purchase is # [redacted]. I have attached a screenshot as proof of the successful transaction. Thank you.

I recently received a message from DHGate customer service regarding an order I made in December [redacted]. They mentioned I would receive a refund through PayPal, but I originally paid with my Visa credit card. Since then, my card was replaced with a new number due to my bank closing it. I am unsure how I will receive the refund now. Do I need to provide my new credit card number for the refund, or will I be issued a store credit instead? Thank you for your assistance. Best regards, JS Email from DHGate Customer Service: Dear JS, This is an automated email reminder. Please refrain from replying to this email address. We have processed a refund for your order [redacted] due to a payment reversal after a PayPal investigation. As a gesture of goodwill, we will credit your account with 15 coupons which you can use for future purchases. The type of coupons issued may vary. Refunds typically take up to 2 business days to process, after which you will receive a notification email and the coupons will be added to your account. Should you require further assistance, please feel free to reach out to us. Best regards, DHGate Customer Service Department

Hello, I am writing regarding an order placed at TC [redacted] on March 9, [redacted]. The order has reached France, but La Poste has not delivered the package to me. Here is the communication from La Poste. Regards, J-Pierre Conannec. Hello, the parcel number [redacted] CUSTOMER SERVICE OF LA POSTE [redacted] LA POSTE TéJ 36.31 File [redacted]9 Mr. CONANNEC Jean Pierre 19 lieu dit NOEVRANCHE [redacted] PLOEREN You contacted our Customer Service to inquire about the delivery of an international tracked mail item number L[redacted]CN, stating that you did not receive this shipment on May 26 contrary to the tracking information of the item. Upon receiving your request, I checked with your postman to understand the situation you described. The details shown on this page might have been delivered to a different address from yours. Despite all the efforts made by our services, we have not been able to retrieve it. I now invite you to contact your sender so they can claim compensation from our customer service. On behalf of La Poste, I apologize for this incident, which does not meet our service standards. I also thank you for bringing this to our attention. It is valuable for us to enhance the quality of service we owe you. Please accept, Mr. CONANNEC Jean-Pierre, the assurance of my highest consideration. "LOYALTY RESPONSAB assurance of my highest consideration. "LOYALTY RESPONSAB assurance of my highest consideration."LOYALTY RESPONSAB

Dear Customer Service, I accidentally damaged my phone which contained all my order information from DH Gates, and I cannot remember which email address is associated with my account. I have been a loyal customer for about a year. I placed multiple orders around 2 and a half months ago. The first order, which included a fur vest, lace front wig, two pairs of shoes (men's size 11 and women's size 7 in black), men's jogging suits, men's shorts outfits, was expected to arrive by 8/8/[redacted]. Another order included two pocketbooks, four yoga pants (medium and large), two thin fur jackets (brown and gray), and black eyeliner, among other items. My name is Susan Lee, and my address is [redacted] Millrock Church Rd, Gray Court, SC [redacted]. The old phone number associated with my account was [redacted]. For now, you can reach me at [redacted] or via email at [redacted] I appreciate any assistance in helping me regain access to my account. Thank you.

I made a purchase of 2 pairs of summer shoes from DHgate on 6/2/[redacted]. Unfortunately, I have yet to receive the merchandise. After contacting the seller about the issue, they were unhelpful and suggested I was at fault for signing for the items upon receipt. Despite living alone in my apartment, I share the building with 10 tenants, leaving room for potential package mishandling. When I checked with the post office using the tracking numbers provided, I discovered they were invalid, leaving me without any delivery information. As it has been over 2 months since my order, I am seeking a full refund. The seller insists that the post office is to blame and should provide compensation, but I would like my refund promptly to avoid further escalation. The lack of a live customer service phone number from DHgate is concerning, and I hope this matter can be resolved promptly. Thank you, A.W.

This is the third time I have purchased something from DHGate, and unfortunately, I have encountered issues yet again. My item was sent to the wrong address, and when I tried to contact the vendor, I was informed that the store was no longer available. This experience has left me feeling disappointed and upset. Despite my trust in the site, it seems customer protection is lacking, with more focus on the vendors. Waiting eight months for delivery, only to have the items end up at the wrong house, is unacceptable. To add to this, the earphones I ordered took nine months to arrive, and when they did, they were of poor quality and broken. I am thoroughly dissatisfied and will be cautioning others to reconsider using this app, despite initially recommending it to others.

I have made a few orders from DHgate, and two items claim to have arrived in Australia. However, one shows as delivered based on the tracking number, but I have not received it yet, and the third item appears to be stuck in Shanghai. I am questioning if this is a tracking number error or if the items are not genuine or have not actually been delivered. The order numbers are: LZ[redacted]93CN, LZ[redacted]50CN, and LZ[redacted]77CN. The second tracking number, LZ[redacted]50CN, claims to be delivered, but it has not been received. I am highlighting this concern to prevent similar issues with my other orders. If the items do not arrive, how can I request a refund? Thank you. Sincerely, Jacob

Hello. I would like to file a complaint. I ordered two Radmi Note 9s phones to the French address Terrad Fatma, 4 Square de la Poterne, [redacted] Massy (France) from Mrs. Terrad Fatma on September 2, [redacted]. When I enter the tracking number, it says it has arrived, but I have not received anything according to the tracking number. It indicates that it's a letter and not a package. When I called the post office, they said nothing had been received from there. When I called the seller, they asked for proof that nothing had been received and mentioned that the post office needs proof that the package was sent. The tracking numbers are LG[redacted]38GB and LG[redacted]24GB. I will send you photos of my conversation with the unresponsive seller and what the post office told me. I hope you can find a solution to this issue.