DHGate.com Customer Service Issues

Bonjour, je vous contacte au sujet de ma commande sur votre site DHgate. J'ai acheté une paire de chaussures Air Force One noires au mois de juillet et je devais les recevoir entre le 3 et le 5 août, mais un mois plus tard, je ne les ai toujours pas reçues. Malgré mes messages, le vendeur m'a fait attendre en me promettant que je les recevrais. En vérifiant le suivi de mon colis, il semble ne pas être en France comme prévu depuis août. En consultant le suivi sur le site de La Poste, j'ai découvert qu'il avait été retourné au vendeur pour "Adresse incomplète / illisible". J'ai demandé un remboursement au vendeur, mais pour le faire, j'ai besoin de preuves que je n'ai pas reçu la commande, ce que le vendeur ne comprend pas. J'ai tenté les démarches de remboursement sans succès. Merci de contacter le vendeur pour un remboursement rapide, car je n'ai ni mes chaussures ni mon argent. Merci.

On April 28, [redacted], I purchased three items - leggings, a purse, and a bag, totaling [redacted].62. I have only received the leggings, not the purse or bag, which came to about 91 dollars. Despite multiple emails where I was assured the items would arrive, it has been almost five months, and I am yet to get them, though I was already charged. The order number is [redacted], and the status now shows as Payment Released. I am extremely disappointed and frustrated by this experience and have no intention of shopping here again. To resolve this, I am seeking a full refund.

I have a concern about the dispute resolution process. I wasn't given enough time to submit my evidence despite corresponding with their requests within the timeline. My case was closed abruptly, leaving me unable to negotiate. Instead, I was advised to contact the seller directly, which was why I sought mediation from dhgate as the seller was unresponsive. The item I received was both different from the description and faulty, entitling me to a refund under consumer laws. Dhgate claimed they tried to contact me from 17th to 20th September but I never received any request for evidence. I've been trying to address my dissatisfaction with this situation for three days with no response. I am eager to discuss this matter with a representative.

I have been in contact with representatives on Facebook for customer service and with the seller regarding my undelivered package issue. I submitted proof that the package was not received, but it was denied by the seller because it was in English, the only language I speak. Despite this, they could read my other messages. I contacted the post office, started a dispute, and obtained a service request number, which I shared with the seller. However, they repeatedly asked me to contact the post office and check with my neighbors, even though I had already done so with no success. The seller falsely claimed I had signed for the package, but according to the post office, no signature was required. Initially, I requested the shoes be resent, but now I am seeking a refund due to the prolonged unresolved situation spanning over three weeks. I have lost trust in this seller and will not be making any future purchases from them.

I placed an order with DHgate.com on June 3, [redacted]. Despite my instructions not to ship via USPS, they did. The order was shipped back and ended up at a post office 50 miles away. I have been tracking it, and although it was sent back, I have been waiting nearly 30 days for the seller to refund me. DHgate has not been responsive, even asking why I sent it back when I didn't, it was the postal workers. I have tried reaching out through chats, emails, and attempting to contact anyone at DHgate without success. Despite being assured I would be refunded in one or two days, nothing has happened. If this isn't resolved soon, I may have to take legal action. I prefer to resolve this amicably, but I simply want DHgate to refund me as my band no longer needs the music equipment.

Hello, My name is Aminata and I made a purchase on August 20th at 08:59am on DHgate from seller ‘jewelry_gwei’. Unfortunately, this seller has not sent out my item despite claiming to do so. The tracking number provided was invalid, and my order status has not changed from "order placed." I have been in contact with DHgate since last month, and despite them promising a decision by September 24th, I have yet to receive an update as of October 6th. I am frustrated as this was a gift purchase for my mum, and I have been waiting for almost 2 months. I hope to get a refund soon as this situation is unfair and unprofessional. Thank you.

I purchased a Mother of the Bride pantsuit styled like Cinderella on August 11, [redacted]. I paid $[redacted].66 for it. A couple of days ago, I received an email stating that I owe an additional $29 for the bigger size I selected, which was size 28. The wedding is scheduled for the end of November, and I am distressed by this surprise charge. I am struggling to resolve this issue as the order number for the item is [redacted]. This delay in informing me about the extra cost for the plus size has caused me a lot of stress. I fear the outfit won't arrive in time for my daughter's wedding on November 20. I wish to receive a refund as I believe there won't be ample time to receive the item by the wedding date due to this unexpected situation.

I requested a bag from a seller who promised to have it in stock in the afternoon. After purchasing, I noticed a different bag on their page. When I confronted the seller, they claimed to have ordered the correct bag from the factory, but it never arrived. They sent me an empty package and asked me to cancel the refund process. The seller now admits they can't order the bag and won’t refund me without closing the process. This whole experience has been frustrating and misleading. The order number is [redacted].

Good afternoon Dh Gate customer service, I wish to address my concerns about order No. [redacted], still not shipped by UPS. The seller assured me a maximum 10-day shipping time, but it's been over a month and the order hasn't left Hong Kong. I am requesting a refund due to inadequate information provided, lack of communication from the store, and undisclosed taxes and customs fees for my country. If the order ships, I risk losing all my money as I cannot afford additional expenses. I've reached out multiple times without a satisfactory response. In the past, I've had successful transactions with 4 orders, but this experience has been disappointing. I urge prompt action and a resolution from customer service. Thank you.

I placed an order on October 17th with the order number [redacted]. Unfortunately, my package was returned by the local postal service upon arrival in The Netherlands, as I missed the deadline to pick it up by November 15th. The package was sent back on November 16th, but I am unable to track its return using the provided track & trace code. I have filled out the refund page with all the necessary information and uploaded screenshots of the tracking details, but when I try to submit for a refund, I receive an error message stating that the parcel has not been delivered yet and to check with the seller. I am unsure why this is happening and need assistance in resolving this issue to receive a full refund for the product.

I checked the tracking information for my parcel, and it shows as delivered yesterday. However, I have not received it yet. After contacting Royal Mail, they stated that the tracking number does not match my details, suggesting a possible mix-up in delivery. The package, which includes a substantial wooden dummy with a frame, might have been sent to the wrong address. Despite reaching out to the seller for assistance, I am still awaiting a response. Given the value of the parcel, I am seeking guidance on how to address this issue promptly. Thank you.

Hello, I am following up on my refunded order for two gravity bongs. They were intended for Christmas gifts, and I am concerned as they have not arrived yet. The items have been returned twice due to damages. I appreciate your assistance in tracking down the replacements. Thank you for your attention to this matter. Sincerely, Miss Donna Lou C. Richardson

I ordered shoes from this seller. However, the shoes are too big. Despite the seller's profile mentioning an easy exchange, he insisted on a 50% return fee. I feel frustrated as he was unhelpful when I shared my birthday plans, suggesting I buy another pair. The shoes remain in their packaging, untouched. I find it unfair to pay half the price for oversized shoes. Can the money be refunded? I prefer to shop elsewhere.

Richard F. [redacted] Bon Pasteur Boulevard, Laval, Québec, H7W 3R7, Canada Email: [redacted] Hello, I am reaching out to DHgate with much disappointment regarding an order I placed on October 12, [redacted], for a pair of shoes under Order Number: [redacted] that was never delivered to me. According to your initial estimation, the delivery was expected in about twenty days. It is now December 13, [redacted]. I was expecting the delivery to better assess the size and proceed with ordering in other colors. If I cannot receive the delivery, I would prefer a refund instead. Thank you for your understanding.

I purchased wraps for my wedding in November [redacted], but only received them recently, which was three weeks after the event. Unfortunately, I no longer require them and cannot afford to keep items that are of no use to me. I intend to return these belated packages. The delay is frustrating because I selected these wraps with the assurance from the seller that they would arrive on time for my wedding. I placed the order 10 weeks before receiving them and just 7 weeks before my wedding date. The order number is [redacted].

Hello, I placed an order with you, and the payment was deducted from my account successfully. However, when I check the tracking application, my order seems to have disappeared. The website shows that I have not placed any orders, even though the payment was taken from my bank account. I would like to know the status of my order. My name is E. Lobjois, and you can reach me at [redacted] My address is 7 Avenue Auber, Maisons Laffitte, Building B, Door 7, Square Lekain.

I've been facing issues with the seller since I made my order. When I inquired about the estimated delivery time, they informed me it would be way past Christmas, even though the estimated arrival date was before the holidays. I requested a cancellation, but was informed it had already been shipped. However, checking the tracking number reveals that only the label has been created, despite the app indicating it has been shipped. This status has remained unchanged for three days, and despite my repeated requests for cancellation, the seller has not complied.

I submitted a dispute for an item that arrived without the correct label details, unlike the advertised picture. I expected the item to match the listing or the picture. Despite sending the picture, DHGate did not consider it and refunded me £35 for an item I paid £[redacted]. This situation feels like cheating, especially as a long-time buyer for over 10 years. I would not have raised a complaint if it wasn't a genuine issue.

I purchased an item from DHgate, and after tracking it, it showed as delivered. However, I never received the parcel. Royal Mail informed me that the tracking information didn't match my details and advised me to contact the seller on DHgate. Despite reaching out multiple times, I haven't received a response. I've escalated the matter by opening a dispute on DHgate, and they have promised a refund within 5-10 days. My main goal is to obtain the correct tracking number and finally receive the parcel instead of just getting a refund.

I placed two orders with numbers [redacted] and [redacted]. They were scheduled to arrive on November 4th and November 25th. After contacting the sellers, I learned that both packages were considered "abnormal" and did not clear the security check in Guangzhou, China. The sellers advised me to open a dispute for a refund. However, I am unable to open a dispute as the system states "Dispute should be opened within 10-90 days before you click the 'item has been received' button." I am seeking guidance on how to proceed with getting a refund for these orders.