DHGate.com Customer Service Issues

I made a purchase, received a product that did not match the description, opened a dispute, provided all the evidence, requested mediation from Dhgate, but they released the payment without any refund. The evidence included the technical specifications of the product I received and even a video showing that the bass of the speaker was not working. The seller responded with a photo of the weight of the item and that was it, yet he "won." I clearly showed that what he sent and what he promised were different, but I did not even receive a partial refund.

Hello, I am Neslihan Ergün and I placed an order for shoes from the seller topsneaker88 on 08 May [redacted] with Order No. [redacted]. Despite contacting the seller and rescheduling the delivery due to my upcoming holiday, the package under the consignment number LV[redacted]55CN still has not reached me. The seller claimed it was at the German post office, but upon checking, the package was not found. Communication with the seller is challenging, and even after two months, I have not received my order. Requesting a refund has been unfruitful as the seller only responds with emojis. I have tried to complain to DhGate, but entering the order number yields no results. Any assistance in resolving this matter would be greatly appreciated. Thank you, Neslihan

Order: [redacted] I received an incorrect order from the seller, and I have provided picture evidence of the mistake. After discussing the issue with the seller, we agreed that I would return the item, and he would refund the total amount including the shipping cost. I informed him that the shipping cost would be $97.18 CAD, which is the most affordable option with tracking. However, the seller now suggests there are cheaper shipping methods available. If I proceed with the $97.18 shipping option to return the shoes, will I still be refunded the full shipping cost as agreed?

Order number [redacted] was shipped incorrectly by the seller. I have photo evidence of the mistake. The seller and I reached an agreement that I would return the item, and he would issue a full refund, including the shipping cost of **.** CAD, which is the most affordable option I have with tracking. However, now the seller claims there are cheaper return options available. I am not willing to spend more than 97.18 CAD for the return as it is costly. I expect a full refund as initially agreed upon.

I am inquiring about our order number [redacted] for a pair of shoes purchased on your website on May 1st. Our shipment has been held at Milan Customs since May 21st with shipping code LV[redacted]17CN because the CN22 document was not provided. After reaching out to your customer service, we received a customs declaration from DHGATE, which we were instructed to submit to our local Post Office. However, the Italian Post Office has informed us that the CN22 form must be sent by the supplier/sender, not the client/receiver. To proceed with the delivery, kindly send the necessary document. You can also forward it to [redacted] If this matter is not resolved promptly, I kindly request a full refund for the undelivered package. Looking forward to your swift response.

Hello, I placed two orders, one for a bag and one for shoes. The bag was sent to a store, but I received the message to pick it up too late, so it was returned. It has been two months, and I have yet to receive a refund. As for the second order, I purchased shoes, but I received the wrong ones. The seller acknowledged the mistake in both the item and the color. He suggested I sell them to a friend, but I declined as I am entitled to a refund.

DHgate Hello, I placed an order last Saturday from the UK. I've checked the tracking details and received an email confirming the orders and stating that the payment has been deducted from my account. However, today I am unable to log into my account as it indicates that my account has been canceled for safety reasons. I would appreciate more information on this matter as I am concerned about the orders that I placed and the funds that were debited. Thank you. Best, Jake

I placed an order for one lamp, but encountered an error while making the payment. Subsequently, I attempted the payment again, resulting in the amount being deducted twice from my bank account. I kindly request a refund for the overcharged amount of -[redacted],69€. I can provide receipts for both transactions. I only intended to purchase one lamp and am concerned that the credit card might also be charged. I am worried about potentially paying for the lamp three times. Could you please review my payment history for this order? Thank you.

Salve. Ho ricevuto delle scarpe che avevo acquistato, ma non corrispondevano alla descrizione. Dopo averle fotografate e mostrate al venditore come prova, ho chiesto il rimborso e lui ha accettato. Tuttavia, i soldi sono stati accreditati su una carta diversa dalla mia e non li ho ancora ricevuti. Sembrerebbe che il venditore abbia ricevuto i miei soldi e ora evita il contatto dicendo che l'ordine è stato cancellato. Come posso recuperare il rimborso se il venditore non risponde e i soldi sono finiti su un'altra carta?

Hello! I placed these two orders on 8/3 and attempted to cancel them a few hours later. I wasn't able to find the "cancel order" option and based on your policies, I should be able to cancel within 24 hours for a full refund. I have contacted the seller for a refund but I would appreciate it if you could also cancel the orders on your end. This way, I can receive a full refund to my original payment method as soon as possible. Thank you very much for your assistance!

Order number [redacted]. Upon receiving the item, I noticed discrepancies between the product received and the description provided regarding the quality. I had requested a refund prior to shipping, but the seller proceeded to send the item against my wishes. The bag I received this morning displayed numerous issues. It is smaller than indicated in the listing, the handles seem to be of inferior quality, and the overall material does not match the softness of the authentic version. I have already reached out to the seller regarding these concerns. I am seeking a full refund due to the discrepancies between what was advertised and what was delivered.

I purchased three shoes from a seller on promotion on Dhgate. After the shoes were shipped, I noticed they were delivered to different addresses. I requested a refund for two of the shoes and Dhgate reimbursed me. However, they refused to refund the last shoe, claiming it was delivered first. I provided proof with pictures showing the different delivery addresses, but they still sided with the seller. I lost over $[redacted] in this situation.

Subject: Issue with Order #[redacted] from best_finds Dear DHgate Customer Support Team, I am writing to convey my disappointment and frustration regarding my recent purchase with order number #[redacted] from the seller "best_finds." Despite my order being in transit since June 23, [redacted], I have yet to receive it. Today, which marks the final day of the estimated delivery period, I am still without any updates on the status of my package. Despite my patience thus far, the lack of response from the seller after multiple attempts to contact them has strained my patience. I have received no acknowledgment or information regarding my order despite my inquiries. This experience has significantly impacted my trust in DHgate's services. It is unreasonable for an order to be in transit for such an extended period without updates or support from the seller. I urge for a prompt resolution to this issue. I request immediate action to address this matter, including a full refund for the order #[redacted]. Given the lack of communication and the substantial delay, I believe a refund is necessary to remedy the situation. While I understand shipping complications may arise, the seller's silence is unacceptable. I urge you to escalate this concern and ensure appropriate measures are taken against the seller "best_finds" for their unprofessional behavior and disregard for customer satisfaction. Kindly acknowledge receipt of this message and provide a timeline for resolving this issue. A prompt response and resolution are vital to avoid further disappointment and aggravation. Thank you for your prompt attention to this matter. I anticipate a swift response and a satisfactory resolution. Best regards, Lizeth B. A. Order Number: #[redacted]

I have encountered repeated account closures by the platform, supposedly for "security reasons," without any prior notification. To reach them, I was compelled to create a second account and spent countless hours before connecting with a representative. They requested a photo of my credit card, a request I found unsettling given my previous experience. Recently, I created a third account to address an issue with an untrustworthy seller. Despite attempting to resolve the matter civilly, my account was unexpectedly shut down yet again. At this point, I have no desire to engage with this platform in the future. The seller's uncooperative and disrespectful attitude reinforced this decision, indicating a lack of regard for customer satisfaction.

I placed an order for a pair of shoes with order number PO# [redacted]. When I made the purchase, I used "sofort" as the payment method, and the payment was deducted from my bank account instantly. However, in the app, the order status is showing as "Pending payment," even though the money has been debited from my account. I decided to cancel the order to request a refund since it was not reflecting the correct status. Now, I am left without the order or a refund. I am hoping to either get a refund for the cancelled order or receive the shoes if they have been shipped. Thank you.

Regarding order number [redacted]56, I purchased a Mini Bugout folding knife but received a standard sized Bugout after a delay. Contact with the supplier went unanswered, so I provided photo proof to DH Gate. The case got closed without a resolution. A conversation with agent Michael led to promises of a full refund over a month ago, but it hasn't been received yet.

Regarding Order # [redacted]: I bought a custom BC Rich electric guitar for my son's birthday back in June [redacted]. However, the item has not been delivered yet, even though the tracking only shows it as "in transit." I have tried reaching out to the seller multiple times with no response. At this point, my son just wants a full refund as it seems the seller is unreliable. I have been waiting for 8 weeks now, and this delay is unacceptable. When trying to dispute the charge, the system is not allowing me to select the appropriate reason and is requiring a second reason to be chosen for submission. Additionally, it is not accepting screenshots of the tracking details as evidence. I hope to get this sorted out soon.

I purchased a large inflatable maze last year which cost over $2,[redacted], but I have not received it or a refund. I have tried contacting the company through various methods including email, Facebook messenger, live chat, and even filed a complaint with my credit card company. The "store/supplier" they referred me to claims they never received the order. The maze was marked as shipped around October 16th, but without a tracking number, its whereabouts remain unknown.

I recently canceled an order and noticed that the payment was already taken from my bank account. The order is still in the preparation stage due to new logistics procedures causing a delay of 3 to 5 days for the seller to receive the payment. This situation is causing me stress and dissatisfaction. Please provide me with reassurance regarding when the payment will be refunded to my account. This delay with order number [redacted] is concerning. I hope that the onlinesneakers seller is legitimate, as I will take legal action if necessary. Your prompt response is appreciated.

Hello, I am experiencing an issue with my payment for order number [redacted]. I made the payment, and the amount has been deducted from my bank account. However, I encountered an error message on your website stating there was a problem with the payment. Furthermore, I did not receive an order confirmation via email. The seller claims they have not received the payment and advised me to reach out to you. I also received an email from dhgate requesting payment for my order despite it already being paid for. Could you please resolve this issue by either confirming my order or issuing a refund? Thank you, M. Schwan