DHGate.com Customer Service Issues

Dear DHgate, I recently made a purchase for a bag, but unfortunately, the seller has not shipped my order and is unresponsive to my messages. The order number is [redacted]. I am requesting a refund as I no longer wish to do business with this seller. I am hoping for your prompt assistance in resolving this issue and issuing a refund. Thank you.

Hello, I am Camila Morales, user number [redacted][redacted]. I have opened a dispute regarding item RV[redacted]73CN as it arrived with holes and poor quality. I waited a month to open the dispute with dhGate and on 15/03/[redacted], they offered a half refund. I am requesting a full refund and instructions on returning the item. The time given to respond by the 17th was not feasible due to my work and school schedule. The conversion rate to my country's currency is high, and I am left with an unusable item. I will provide more pictures of the defects and await instructions on returning the item for a full refund of the amount paid. The responses received, offering compensation and less than half the amount paid, were disrespectful and illogical. I hope for a prompt and fair resolution from dhGate.

Hello, I volunteer with RDA (Riding for Disabled), an Australian non-profit organization. We help individuals with disabilities improve their balance and coordination through horseback riding, enhancing their quality of life. Our center, Manning Great Lakes RDA, located north of Forster in Rainbow Flats, currently uses old wooden collection boxes which appear worn out and are not safe with the current situation of Covid-19. Many businesses where our boxes are placed have moved them behind the counter since they are not easily sanitized or aesthetically pleasing. This setup might be deterring potential donations. I am reaching out in hopes that you might consider donating some new collection boxes to support our cause (RDA). Any assistance would be greatly appreciated. Looking forward to your response. Best regards, Kim B.

Hello, I am experiencing difficulties receiving feedback on my purchase from a seller on dhgate. After ordering products in bulk for my company, I discovered that the items were damaged and missing parts. Despite reaching out to the seller, I have not received a response regarding the issue. This has left me frustrated as I am unable to proceed with selling the incomplete products. I kindly request the necessary actions be taken, including a refund or expedited delivery of the missing items from my order. The seller's details are as follows: micandy from Sichuan, China. The tracking numbers for the three packages are EV[redacted]25CN, EV[redacted]32CN, and EV[redacted]77CN. Thank you for your prompt attention to this matter.

Hello, my name is Seham Younis. I recently purchased a dress from DHgate on 3/15/[redacted]. Unfortunately, the dress I received was not as expected. It was the wrong size and the color did not match what I had selected. I needed the dress for a party, but I couldn't wear it. Despite contacting the seller, they only offered to refund $50 out of the $[redacted] I paid. They eventually agreed to a full refund if I changed my review and returned the dress. I agreed, but shipping the dress back from the USA cost me $[redacted].72! I am frustrated with this experience and there doesn't seem to be a direct contact number for DHgate. My order number is [redacted]. I would appreciate any urgent assistance in resolving this issue and getting my refund, please. Thank you.

I shared a photo of a specific purse I was interested in with the seller. They confirmed the bag in the picture was $[redacted], a quality Hermes bag with charms. Unfortunately, upon receiving the bag, it did not have any charms as shown in the picture. I did not request a plain black purse, but the one featured in the photo I provided. Despite the seller including the picture on the invoice, the actual product received did not match. I am disappointed as this is not what I ordered and I would like to return it. The item does not meet my expectations, and this experience is unrelated to dhgate.

I placed an order for a jersey in December [redacted], and after 2 months, I inquired about the status from the seller, ProJerseyDealer. Unfortunately, I received the same generic response repeatedly without any real updates or information. Despite my awareness of the production and shipping timeline for jerseys from this website, I noticed that another jersey I ordered after this one was sent within 2 weeks. Frustratingly, the seller kept asking for patience, refused to address my concerns, and declined to issue a refund. The seller's repeated false promises about sending the jersey within specific time frames were disheartening. After months of futile attempts to resolve the issue with the seller and unhelpful responses from DHgate representatives, the situation remained unresolved. The seller recently apologized for the inconvenience caused and suggested contacting DHgate for a refund. I urge for a swift refund resolution and hope for appropriate action against this seller's deceptive practices.

I bought 14 WaistBeads on April 20, [redacted], with an expected 3 to 7 business day shipping. When I inquired about the non-functional tracking number on 4/24, the seller informed me it would take 10 days. After disputing the purchase on 4/25, the seller asked me to cancel the dispute for a refund directly, which did not happen. Despite asking for confirmation, the seller directed me to contact DH gate for a refund, making me skeptical of the process. The seller now states the refund will take 5 to 7 days, contradicting their initial promise of a direct refund. Though the seller pled for the removal of a negative review in exchange for a direct refund, their prior unfulfilled promises have made me doubtful.

I made a purchase from seller twinsfamily (order number [redacted]) on April 14th. The delivery was supposed to be by the end of April, as indicated in the listing. However, even now it shows a 2-week delivery time. The tracking number shows that the package was not shipped by the seller. I contacted the seller on April 30th but haven't heard back yet. I was hoping for advice before considering a fraud claim with my bank. I'm extremely frustrated with this experience, being my first time shopping on Dhgate. I expected better customer service overall.

Two months ago, I placed an order. Despite contacting the seller multiple times, I have not received a valid tracking number. Waiting for over two months without proper tracking information has been frustrating. I attempted to request a refund through the website and app, but due to the item being in "awaiting delivery" status, I am unable to do so. The store where I made the purchase seems to be unavailable now. The order number associated with this issue is [redacted].

I recently purchased an iPhone from DHgate, but when it finally arrived after a long wait, I discovered that the Wi-Fi and hotspot functions were not working properly. Even though I closed the dispute because I received the phone, I'm now stuck with a faulty device. The seller suggested sending it back, but with the model mix-up (iPhone XS instead of iPhone 12), selling it is not an option. The seller is unwilling to provide a refund, leaving me at a loss. I have reached out to DHgate for assistance, but have yet to receive a solution. I am in need of speaking with someone directly. If you have any information, please call me at [redacted]1. I am located in the UK.

Hello everyone, I hope you're having a great day. I am a reseller and I've encountered issues with orders on DhGate. In the past, I've accepted partial refunds for defective products like when the size didn't match or the color was different. However, this time it's different. I purchased a shoe for a customer based on the quality advertised by the seller, but what arrived was completely different. The sole and size were incorrect, and the shoe was poorly made. I had to reorder the shoe at a higher cost and cannot accept a partial refund, as I would lose a significant amount of money. The discrepancy between what was advertised and what was received is unfair, and I feel disrespected by the resolution process. I have been a loyal customer on DhGate and this experience has made me reconsider future purchases if my concerns are not addressed properly. Order number: [redacted]

Subject: Urgent Assistance Needed with DHGate Account Hello, I previously reached out to [redacted] on May 28th, [redacted], but have yet to receive a response regarding my login issue. I am unable to access my DHGate account as it appears to be frozen or locked. My main DHGate account is linked to the email [redacted] and the USA phone number [redacted]. I have been a loyal customer since January [redacted] with several orders to my credit. Despite multiple attempts to log in, the system continues to revert to blank fields after I enter my credentials. I have also been experiencing difficulties with specific orders, namely PO# [redacted] and PO# [redacted], associated with my account. Furthermore, on 5/24/[redacted], I encountered issues with order #[redacted] under a different email, [redacted], while attempting to complete three separate purchases. I have been unsuccessful in resolving these issues through live chat as it requires a login. I am unsure if this is a technical glitch on my end or an error within the DHGate platform. Your prompt attention to this matter would be greatly appreciated to restore access to my account and address the pending concerns. Looking forward to your prompt assistance. Thank you, Daniel Henry

I recently had my mail placed on hold for several months and then forwarded to my new address. Unfortunately, none of my orders seemed to have arrived during this process. I can no longer see any of my orders on my account to contact the sellers and have the items shipped again. It seems like around $1,[redacted] worth of items are missing. Please reach out to me promptly. You can contact me at [redacted] Prettiest Sunset Way, Seymour, TN [redacted], by mail, or via email at [redacted] I prefer to be contacted by phone at 1-[redacted] as soon as possible to address this issue. I would appreciate your prompt assistance in resolving this matter as I have not received the items, even though they were returned. Thank you, Tammy Knight.

Hello, I would like to order 4 pairs of black sandals for women in size 40 at a price of 65.03 EURO each, totaling [redacted].12 EURO. The item is the "Women Brushed Leather Sandals Monolith Designer Ladies Ankle Strap Metal Buckle Step Rubber Sole Platform Heel" with the article code [redacted]53 from the following link: [redacted]. I would like to have the order shipped to: Doris Reichel Königstr. 27 [redacted] Dresden Germany Thank you, Reichel Details of the sandals: Heel Type: Platform Heel Upper Material: Genuine Leather Outsole Material: Rubber Sandals: Ankle Strap Shoe Width: Medium (B, M) Lining Material: Genuine Leather Insole: Bonded Leather Occasion: Casual Fashion Element: Buckle Leather Style: Soft Leather Heel Height: Flat (≤ 1cm) Closure Type: Buckle Process: Glue Style: Classic Decorations: Buckle Toe Style: Open Counter Type: Ankle Strap Pattern Type: Solid Waterproof: No Article code: [redacted]53 Category: Sandals Women Brushed Leather Sandals Monolith Designer Ladies Ankle Strap Metal Buckle Step Rubber Sole Platform Heel

On July 14, [redacted], I ordered a pair of Kyrie IV Green Bikes for my 12-year-old son, but they never arrived. My son was really looking forward to them. After waiting [redacted] days, I finally received an email from PayPal confirming the refund. However, it's been five days since the promised refund, and the money has not appeared in my account. I expect to see $69.47 for the original purchase, $[redacted] for the long wait, and $[redacted] for my son's disappointment in my account by tomorrow. Waiting this long was like making a child look for Santa's sleigh every night for [redacted] nights - truly heart-wrenching. I am anticipating the funds tomorrow and request immediate contact for my banking details. I do not wish to wait another year. If this issue is not resolved promptly, I will report it to the BBB for fraud. The seller's handle was Meng002, and they can only be contacted via email at [redacted] Please do the right thing.

I placed an order for items two months ago, but I have not yet received them. The seller deleted the tracking information and provided new information to show the order as delivered, which it wasn't. They declined a refund and asked for $47 for a new package which I refused. Despite my efforts, a fraudulent charge of $47 was attempted from the seller's company, but I managed to block it. I never shared my credit card information with the seller, only with DHGate. The escalation representative, Ally, has not been responsive, and I encountered errors when trying to upload evidence on the DHGate platform. Supervisor Mary at customer service promised to pass on the information to Ally, but I have not received any updates. Multiple emails to Mary, DHGate management, and requests for contact information for their legal department have gone unanswered. I had to enlist the help of an attorney, who also faced challenges communicating with Ally. The issue remains unresolved, with $67.11 and a $4.95 transaction fee at stake.

On July 18, [redacted], I placed an order for two items. I was notified on July 19 that one item has been shipped. Subsequently, on July 21, I received a message from the seller regarding a shipping error due to different colors for my order and another customer's. The seller requested me to receive the initial parcel and then assist in shipping it to another customer in the United States. The seller offered to cover the shipping costs for this arrangement. They provided the address for the other customer and mentioned paying for the shipping charge. The recipient's name is Roxana Zecena, and the address is 38 Watson St, Central Falls, Rhode Island, [redacted], United States. A contact number of 1-[redacted]47 was also given. I am seeking guidance on how to proceed since my orders have not been dispatched yet, and I am still waiting for the one that the seller indicated was shipped.

Hello, I made a purchase from Lakeone on January 4th, [redacted]. Despite regular communication with the seller, I have yet to receive my items as of August 9th, [redacted]. The seller agreed to a refund of $[redacted].00, and instructed me to contact customer service to process it. My order number is [redacted]. Any help in resolving this issue and processing the refund would be greatly appreciated.

Hello DHgate, I encountered difficulties trying to initiate mediation due to a technical error. I am in a dispute with seller regarding order number [redacted]. The vapes I ordered lacked flavor. Seller Miya initially agreed to take responsibility for the issue but later refused a refund, citing budget constraints. I have unsuccessfully tried to return the products. I am seeking assistance to resolve this matter as previous purchases on DHgate were trouble-free. The seller owes me a refund of US$[redacted].69 for the return of the products. Thank you. Best regards