DHGate.com Customer Service Issues

I would like to register a complaint regarding my order of two Redmi Note 9S phones from Madame Terrad Fatma in France on September 2, [redacted], at 4 Square de la Postern, [redacted] Massy. Upon tracking the package with the numbers LG[redacted]38GB and LG[redacted]24GB, the system shows it as delivered, but I have not received it. The postal service claims it was a letter, not a parcel, and when I contacted the seller, they requested proof of non-delivery, stating they need evidence to initiate a claim with the post office. Additionally, they are unresponsive to my messages. I am attaching screenshots of our conversation and the information provided in the email. I'm hopeful for a resolution to this issue.

Hello everyone, I wanted to share my recent order experience. I purchased a watch, and as an extra option at an additional cost, I chose a waterproof upgrade. However, when I inquired about the waterproof feature, I was informed that the watch I ordered was not waterproof and that I needed to order it separately, which I thought I had already done (see attached photos). After contacting the seller with photos, I received no response. It seems the non-waterproof watch has already been shipped. I believe this error is on the seller's end, not mine. I suggest not accepting the delivered watch and requesting the correct waterproof watch to be sent instead. I appreciate your assistance. Best regards from Germany, Cenov Vlado.

Hello, I am Mrs. LT. I made a guest order on DHGate.com and was expecting my items by August 31, [redacted], totaling $[redacted].68 charged to my PayPal. I purchased a men's travel duffle bag for $35.33 and a women's LV travel duffle bag for $34.00, both of which I did not receive. The only item I received was a women's LV purse on September 28, [redacted]. I would appreciate it if you could send me the missing duffle bags to my address at P.O. Box 35, Forest Park, GA [redacted]. Thank you for addressing this issue promptly.

Hello! I am facing an issue with the customer service's lack of assistance. I placed two orders that have not arrived. The first product I ordered had the order number [redacted], and it never arrived. Despite requesting a full refund, DHgate provided only 0.[redacted] dollars, which is unacceptable. The customer service seems to favor the sellers, and I lost 34 pounds on this purchase. The second item with order number [redacted] is also undelivered, resulting in a loss of 50 pounds. I have contacted the sellers but received no responses, making me believe they are fraudulent. I urge DHgate to refund my money promptly as I have been a loyal customer. If my refund is not processed, I will involve legal action. I appreciate your understanding and acknowledge that this issue is not your fault. I work hard for my money and expect the service I paid for. Let's prioritize buyer rights. Warm regards, Thomas

I have been a loyal customer of your company for quite some time now. Unfortunately, I have yet to receive over 10 orders that I placed over 2 months ago. Despite multiple attempts to reach out, there has been no response from your end. The frustration of not receiving my orders after the money was deducted from my credit card is unsettling. I am disappointed with the lack of communication and service provided by your company. I am eager to either receive my orders or obtain a refund promptly.

The seller provided me with a tracking number, and when I checked, it showed the package as delivered. Despite the lack of communication, he eventually agreed to refund me, claiming the package was misdelivered. He tried to get me to close my dispute before agreeing to the refund, which I found concerning. I bought the product elsewhere after he confirmed the refund, but it is now delayed, potentially for another month, as he admitted to giving me the wrong tracking number. This situation is not acceptable, and it has cost me double the money. I should not have to endure further delays and additional costs. Either he needs to refund me promptly, or I will involve my lawyer and credit card company. This experience has soured my opinion of this company, where my family and I used to shop regularly.

Dear Sir or Madam, This is my second order with your company, and I have been satisfied with your service and system regarding shipping and payment. However, I recently received a product from one of your vendors that closely resembles a Louis Vuitton side bag, but was not explicitly labeled as a counterfeit in the product description or in the information provided later. I would not have purchased it if I had known it was a fake. Not only is this misleading, but selling counterfeits is illegal in Germany, and both the buyer and the seller can face consequences. Additionally, the quality of the product is very poor. To resolve this matter, I kindly request a full refund for the counterfeit item or at least half of the amount. If this is not possible, I will have to involve my lawyer and take legal action. Order Number: [redacted] Contact Person: Anouar Boulhrir Sincerely, Anouar Boulhrir

Order #[redacted] To whom it may concern: On October 6th, I purchased an electric bike battery in a triangle shape. This is my first time using your service, and I am not satisfied. The customer service from the seller is subpar - they do not keep me informed or provide any certainty, despite my payment of $[redacted]. After 10 days, the item finally moved from awaiting shipment to being shipped on October 14th. However, when I checked the UPS tracking a few days later, there was no update. After contacting UPS UK, they informed me that the seller had not yet shipped the item. I have repeatedly asked the seller for a shipping date, but they only say it's on the way without specifying a date. I am frustrated as I expected better service for the amount I paid. I usually use Alibaba, where items arrive in less than ten days. I urge you to investigate and expedite the shipping process. Thank you for your attention to this matter.

I made a purchase costing $88.00 US dollars, but instead of receiving my item, I got a cheap 5x7 20-page planner note pad worth about 50 cents. The Vendor's proposed refund doesn't cover my full payment. I am willing to return the booklet once I get my complete refund. Although I received my other orders, I have lost trust in this site and will not shop here again. I prefer to resolve this matter promptly and receive a full refund.

I need assistance with my recent purchase of an electric guitar. I ordered a guitar similar to a Gibson model from a seller named Shelly_26. Upon receiving the guitar, I noticed discrepancies like missing proprietary inscriptions and Gibson markings on the headstock. The pictures provided were not clear, especially regarding the keys and front side of the headstock. Due to concerns that customs might take issue with a replica guitar, I opted to return it before it was cleared. I have been trying to resolve this with the seller for seven days but haven't reached an agreement. The package has been returned, and I am seeking a refund for the purchase. Your help in this matter would be greatly appreciated. Thank you.

Hello, On Sunday, November 8th, I made a purchase on DHgate as a guest for a Union Jack 3D hoodie in size XL. My order number is LMSXH081. I provided my email address but I'm unsure if I included my mobile number. I would appreciate it if someone could look into this for me or provide guidance as I haven't received any updates from them after three weeks. This is my first time ordering online, so I'm not sure if this is standard procedure. Thank you, Mrs. Tudor

Good day, I am experiencing an issue with order number [redacted]. The order was placed over a month ago, but the item has not been shipped yet. The seller is not responding to my multiple messages, and if I try to access the item, it no longer exists. I would appreciate a refund so I can purchase another item since I am a serious customer. Thank you for your attention, I hope you can resolve my problem.

Hello, I am reaching out on behalf of Trin_xwW clothing. We have encountered an issue with our order from trendy_clothing, order number 32[redacted]8. The tracking information indicates that the order has been delivered, but we have not received it. We had confirmed a change of address to [redacted] Cherokee Street, St. Louis, Missouri [redacted]. We are seeking assistance in resolving this matter promptly.

Hello, my name is Ursu Gabriela. I purchased a Miu Miu wallet for €[redacted].45 from seller Baoge777 on October 15th. After a week, I inquired about my order as it hadn't been sent. The seller informed me that the model I bought was out of stock and sent me a different color, which was divided unexpectedly. Eventually, when my order was shipped, the tracking number provided was invalid. I contacted DHgate via Facebook for help and they advised me to request a refund. The seller promptly provided a new tracking number on November 2nd, and my package was finally shipped that day. Upon receiving the package on December 1st, it was empty inside a small sealed box. I suspect the seller's actions to be fraudulent, which is very disappointing to me as a long-time buyer on the site. I seek assistance in rectifying this matter. Thank you for your support.

I need assistance with an issue regarding my recent purchase. Yesterday, I received the Michael Jordan Obsidian Size 8.5 shoes that I ordered and paid for on June 2nd, [redacted]. However, after 6 months, the shoes are no longer usable, as visible in the attached photos. I would like to return the shoes and receive a refund. Regrettably, I am unable to locate the order number on my DH Gate account.

I initiated a dispute on October 1st, [redacted], but unfortunately, the seller closed it, claiming that my order had been delivered and even provided a receipt as proof. However, I have not received anything yet as the shipment was sent to the wrong address. My correct address is in Reggio Emilia, but the order was mistakenly shipped to another city. I have attached evidence from Poste Italiane. The package number is LX[redacted]54CN, and the order number is [redacted].

I purchased the white and red Jordan 11s along with a tan saddlebag similar to Christian Dior's style three weeks ago. Despite not receiving a confirmation number, I noticed the payment was accepted and the items were shipped. They have charged my account accordingly. When I tried using the live chat, it kept indicating the order number was incorrect, although I was using the numbers from my statement. I haven't received any updates, which is frustrating.

I made a purchase online as a guest for a pair of SB Strange Love Dunk Shoes in size 9. However, after completing the transaction, I did not receive a confirmation or tracking number. Although my credit card was charged, I have not received an email confirming my order. I attempted to contact Dhgate by creating an account, but I found their customer service lacking as I believe I was interacting with a robot and did not receive a satisfactory response to my query.

Dear Customer Service Team, I am reaching out regarding my recent purchase of 2 pairs of shoes on October 18th, [redacted]. My order number is [redacted], but the items have not yet been delivered. After waiting for an extended period, I have found alternative shoes elsewhere and no longer require these. I kindly request a refund per my consumer rights. I am disappointed by the lack of response and the unchanged order status. Regrettably, this experience has led to me deciding not to make future purchases from your company. Thank you for your attention to this matter. Regards, Muhamed Simmo

Hello, I have received an order for a tracksuit from the seller goodtshirts888, Order# [redacted], and it is too big. I selected size L but I believe I should have chosen XL. I would appreciate being able to exchange it for size L or a smaller size if the L is not available. If the Borussia Dortmund model is out of stock, could I choose a different one of the same value? I was surprised when I checked the website one day and it said the product was sold out. I think I received the last one because it is too big. It would be unfair if I am not offered an alternative to this. Thank you.