DHGate.com Customer Service Issues

Hello, I am reaching out because I have not received my package yet. The tracking number (LZ[redacted]30CN) shows that the package should be in Germany, specifically in Oschatz. However, according to DHL/Post, the package is less than 2 kg, which is not possible since I was expecting an e-bike weighing at least 28 kg. The situation is complicated further as the seller has closed their shop and is unreachable. I have attempted to open a case on DH-Gate but have been unable to do so due to system restrictions. I kindly request assistance in looking into my order. The order number is [redacted], and the delivery address is Klaus Mader, Karl Str 4a, [redacted] Donaustauf.

I received my order last night after waiting for weeks. I was disappointed to discover that all the electronics were missing from the model kit. I only found one crossover wire included. This is upsetting because I wanted to finish the model for my grandson during the holidays. I am seeking assistance with this matter. My order number is [redacted] from seller hjm9. The total paid was $[redacted].31. I kindly request the missing parts to be sent promptly so I can complete the project. Thank you, James L.

Order Numbers [redacted] and [redacted] were placed on December 21st and have been paid for as the charges have appeared on my credit card statement. However, on the "My Orders" section, they are still showing as unpaid, and I have received a reminder to pay. Despite trying to contact the seller, they have been consistently offline, and my messages remain unread. In contrast, orders I placed with different sellers have been either processed or shipped already. Can you please advise on the next steps to address this issue?

I ordered a pink mock neck sweater about a week ago. Today, I discovered I accidentally ordered the same sweater twice with order numbers [redacted] and [redacted]. I'd like to keep both sweaters in medium size but change the color of one from pink to cream to avoid having two identical ones. Thank you in advance.

Hello, I'm Kristopher Jackson. I ordered a pair of basketball shoes on December 2, [redacted], with order number [redacted] totaling $[redacted].20 with DHL shipping. There have been numerous issues with this order, including poor seller responsiveness and delays in informing me that my selected color was unavailable. I received a tracking number on January 4, [redacted], which is [redacted], but DHL has not scanned any package with this tracking number. It's now the second week of January, and I have not received my package. I urgently need a resolution to receive my package promptly. Thank you.

I made a purchase of shoes in late October, but regrettably, the item was never delivered, and the seller has not been responsive to my refund requests. The major problem I encountered was mistakenly clicking on the "item received" button with no option to reverse it. Despite alerting the seller immediately about this error, I was assured the item would still be sent to me. The impact of Covid-19 was raised as a reason for the delay, but I have successfully received 10 other orders from China within 15-30 days, debunking this excuse. My primary goal is to secure a refund of $56 promptly to resolve this issue.

I'm curious about the multiple charges from dhgate appearing on my bank statement. I made three individual purchases totaling $58.63. The first order was for $9.73, the second for $6.97, and the third for $41.93. However, I was charged a total of $[redacted].54. Can you help me understand why the total amount charged is different than what I anticipated? Will I eventually receive a refund of $49.91 back to my account as expected? I requested a refund for two duplicate orders totaling $41.93. The money was initially refunded but then deducted again shortly after. Additionally, there are five miscellaneous charges ranging from $0.07 to $0.49 that I am unsure about. I'm surprised by the quick refund process as your website mentioned it could take up to 15 business days. I would appreciate some clarity regarding these billing discrepancies. I am willing to provide screenshots of my bank statement if necessary. Looking forward to hearing from you soon. Thank you, Danny

Subject: Urgent Request for Credit Refund on Order#[redacted] To Whom It May Concern, I am reaching out to once again emphasize the immediate need for the credit associated with Order #[redacted] dated May 24, [redacted], to be processed without further delay. Despite numerous previous correspondences over the past year, the credit for the unfulfilled portion of our order has not been issued as committed (supporting documentation attached). Upon reviewing your records, you will confirm that payment was made upfront via credit card upon order placement, not upon shipment as customary. On the specified date, we ordered 50 units of mice through Order #[redacted], but only received 20 units due to a shortage. Assurances were made regarding the shipment of the remaining 30 units, which unfortunately never materialized. Repeated requests for a credit adjustment have been unfulfilled. We are hereby insisting on an immediate refund no later than March 2, [redacted]. Failure to do so will leave us with no option but to seek legal recourse to resolve this matter appropriately. In our capacity as a school district, it is imperative for us to uphold financial transparency and accuracy in all transactions. Unless a resolution meeting our expectations is reached promptly, the Santa Maria-Bonita School District will be compelled to escalate this issue to regulatory bodies, including but not limited to the Federal Trade Commission, California Attorney General, and Better Business Bureau, in addition to pursuing claims through California Small Claims Court. We hope for a swift and definitive resolution to this matter, enabling us to continue our partnership with your company in good faith. Thank you for your prompt attention to this urgent matter. Sincerely, A.G., Buyer Santa Maria-Bonita School District [redacted] S. Miller Street Santa Maria, CA [redacted] [redacted] [redacted]

Hello, I purchased a bag from this store (photo below) and realized I made the wrong choice after completing the transaction. I promptly deleted the order and contacted the seller for information on how to get a refund, but despite reading my messages, they have not responded. I am exploring the possibility of making a claim for a refund or receiving the correct item. I have the purchase code, and the store is named jesse231. The order number is [redacted].

Hello, my name is Stephanie Stewart. I am contacting you regarding my DHgate Orders. I have two separate issues to address. The first is concerning Order #[redacted] & Order #[redacted] placed on January 28th, [redacted] with seller pfeng789. I have not received these items despite it being nearly three months. I would like a refund of $56.70 to be processed promptly. My second concern is about an open dispute for Order #[redacted] made on January 27th, [redacted] with seller daichunfeng1. I am unable to upload photos in the dispute due to technical issues with the app. The package I received was empty, and I believe I am entitled to a refund of $60.70. I am hoping to have these matters resolved soon. Thank you for your attention. Sincerely, Stephanie Stewart

Hello, recently, I made a purchase online with my Capital One credit card for some gold-plated bars, but my friend, who placed the order on my behalf, did not provide me with enough information to track the shipment. I believe the username associated with the order is Monica98 and the order number is [redacted]. Despite my attempts, I have been unable to locate any details using this information. Concerned that the items may be shipped to my friend instead of me, I am reaching out for assistance before considering disputing the transaction with Capital One. The total amount charged was $[redacted].99, and I only have my card number as additional information. The purchase may have been made on Alibaba, but I am uncertain. As my friend is unresponsive, I am worried about the possibility of the items being sent to him instead of me. Any help tracking and ensuring the delivery to my address would be greatly appreciated. Thank you for your understanding and support.

Good morning, I placed an order on January 30 that included the following items: 1 Ibrahimovic t-shirt 1 Theo Hernandez t-shirt 1 Lukaku t-shirt The total charge was €45.64, which has been already debited from my account. I can provide the payment confirmation if needed. As of today, I have not received any information regarding the order, even though the payment was processed on the same day as the order. The shipment was supposed to be sent to: Chiara Modena Via Umberto Ceva, 25 [redacted] Milano I would appreciate a prompt update on the status of this order, as it has been a month with no information and the payment has been debited for a while. Thank you, Regards Luca Ripamonti

Hello, I purchased two items from a seller, with order numbers [redacted] and [redacted]. The seller informed me that customs had detained him, delaying the shipment. Despite opening disputes for both orders, the seller only refunded $57 for the second order, not the $[redacted] for the first. The seller provided a copy of the shipping receipt for the $[redacted] order, promising to monitor its delivery but failed to do so. The package was sent to an incorrect address and was collected by someone else. I requested Aramex to correct the address, which caused further delays, but eventually, I received the package. The item received was not what I ordered. The tracking number for the package received is [redacted]1. I am frustrated with the seller's actions and seek a refund for the incorrect item.

Hello, I purchased two items from a seller and my order numbers were [redacted] for the first item and [redacted] for the second one. The seller claimed to have been detained by customs and failed to provide a tracking number after a month. I opened a dispute for both orders. In the first order, priced at $[redacted], I have not received a refund, while in the second order, which cost $57, the amount was refunded. The seller provided a shipping receipt for the $[redacted] order to the dispute team promising to deliver it, but the dispute was closed prematurely before its arrival. The seller sent the package to an incorrect address where someone else accepted it. Despite informing the dispute team of the correct address, the seller did not cooperate. Eventually, after issues with Aramex, I received the package only to find it was not what I had ordered. The tracking number for the order I received from Aramex is [redacted]1. Please assist in refunding the money. Thank you.

I made a purchase on 28 February, but the item has not yet been shipped. Upon contacting the seller, I was informed that the item is both in stock and not in stock. I requested a refund and submitted the request. However, it was declined because the item is currently being processed and will be shipped before [redacted]-07-06 12:13:00. The original order page stated the item should be shipped by 9 March and did not mention this altered shipping timeline. There was also no indication of when the item would be back in stock or when it would be shipped.

This is the second reminder. I am inquiring about an order that was regularly charged but never arrived. I would like guidance on how to proceed with a refund without repeating the same details. Please provide a telephone number or contact information to address this issue directly. Kindly avoid sending automatic responses and focus on resolving the problem efficiently. To reiterate, my order placed on January 30th included a Ibrahimovic shirt, a Theo Hernandez t-shirt, and a Lukaku shirt amounting to €45.64. These items were never received. How will you address this issue - with a refund or by shipping the products? Thank you, L. Ripamonti.

I bought an Illini basketball jersey, but it's not showing up in my purchase history. I received an email confirmation with an order #, and the payment went through on my credit card. I'm unsure if the product will arrive as expected. Some assistance in clarifying this would be appreciated.

I attempted to purchase a Xiaomi Air Purifier 3C from the EU warehouse in Spain using a guest account. However, after I selected payment via Sofort (Klarna) and completed the payment on my bank account, an error occurred on the website. As a result, I was redirected back to the shopping cart without an order confirmation. The funds were deducted from my bank account, but I have no trace of the order in my account. I am concerned that the payment went through but the order was not processed due to a system glitch. I can provide a screenshot of the payment for reference. Could you please assist me in generating an order associated with my payment or provide me with an order number? If that is not feasible, could you arrange for a refund of the payment? Thank you for your help.

I purchased a sweater from Hanfei001 through DHgate. The shop closed after my order, and the seller has not been responsive to my messages or refund requests. The seller finally marked my order as "shipped" one day before the shipping deadline. However, the package ended up at the wrong sorting center far from my location. The tracking information now shows "successful delivery," but I have not received anything. Trying to access more details requires a security check with my postal code, which does not seem to work. I suspect that the seller provided a fake tracking number. I am concerned about getting my money back, especially since the seller has until mid-May to claim successful delivery. I hope to resolve this issue sooner rather than later. Thank you.

I purchased a fairing kit and tank cover from myhongkong on January 7, [redacted]. I have a complete conversation with them from that day. The order was supposed to be shipped on January 29th. Although I was given a tracking number and informed it would take 30-40 days, UPS still has no record of receiving the product. I contacted myhongkong with all the information they requested, but they are claiming I didn't make the payment, which is untrue as I have ample evidence to prove otherwise. I am frustrated with the lack of competence and disrespect shown by myhongkong. I demand a refund and the product I paid for. Mistakes can happen, but owning up to them and rectifying the situation is essential. I hope for a prompt resolution to this issue. My order number is [redacted], and the tracking number is 1z63w43v[redacted]. Your immediate attention to this matter is appreciated as I have been unable to use my motorcycle for over three months, impacting my ability to commute to work and provide for my family of six. Thank you.