DHGate.com Customer Service Issues

On July 24, I received an email regarding my order #[redacted], which was shipped. However, I have not received the order yet, and I am unable to access my account to track it. I am concerned as I have already made the payment. Please advise on how to proceed. Thank you. - M.G.

A few days ago, I received my package containing two pairs of shoes. One of the shoes, which I did not intend to order, had little dots on the bottom that were not shown in the product picture when I made the purchase. The other shoe seemed okay too, but I have no use for it. I contacted the retailer to request a refund, but they denied my request. I no longer want these shoes and would appreciate a refund.

I made a purchase on August 23, [redacted], but I can't find it in my recent orders on the website. The Android app shows it as "shipped," but the tracking number has no updates and says "waiting for updates from seller". The estimated delivery date is October 22, [redacted], but I thought it would only take 3 weeks. I've sent 5 messages to the seller, but they are all marked as "unread." The automated responses say my messages will be answered once received, but they all still show unread. The payment went through, and I'm unsure how to reach the seller if my messages aren't going through or showing up in recent orders.

Hello, I am a member of DHgate. I recently ordered a football shirt in Size XL, but I received a Size 4XL instead. Could you please change this to the correct size? Additionally, I see that you are requesting payment, but the amount of £14.29 was deducted from my bank account on September 1st for this shirt. Can you please confirm that the payment was received? My order number is PO#[redacted]. Thank you.

Hello DH Gate Team, I need your help! My order has been delayed for two months and is now stuck at customs, facing possible destruction. I am unsure if I will incur any fines. I am very disappointed as I have not received assistance despite being unable to start a dispute. The website is taking a long time to load. I have reached out to the seller, but my messages are being ignored. I believe I am entitled to a refund since my package has not been delivered. Please assist me in getting my money back. Thank you.

I bought a package from DHgate and it was reported as delivered on 8/30/[redacted], but I never received it. I ordered three items and both the seller's tracking and my own indicate it was delivered, though there is no sign of the package. I've checked with all my neighbors, but no one has seen it. Our house is located on a main road, making it improbable that someone took it from the porch. This is the first time we've encountered a missing package, and I am certain that it was not delivered.

Hello, I placed an order on 12/07 with order number [redacted]. The product I received was not working, so I contacted the seller to request a refund. After returning the item, we have been discussing the refund for at least a month. The seller has been slow to respond, and now I've opened a dispute. The seller mentioned opening an aftersale dispute but I am unable to find that option. I appreciate any assistance in resolving this matter. Thank you and have a good day. -Mattia De Mori

I am contacting you regarding a dispute that was closed without reaching a resolution. I received a pair of soccer shoes that I believed had different colors. I asked for them to be returned to the store and to be refunded. The dispute was closed immediately because, according to customer service, the shoes matched the colors in the photos, and I was advised to contact the store. The issue now is that the store is not responding to any messages, and I am left with a pair of shoes that I do not like and would like to return for a refund. I look forward to your kind response. Regards, S.

I have contacted customer service at [redacted], but my email keeps bouncing back as undeliverable. I have been trying to track my package with Order Number [redacted], but the tracking number ePacket LV[redacted]82CN does not provide any tracking information. I have reached out to the seller, but have not received any response. The estimated arrival date has passed, and I have not received my package. I am requesting a refund. The live help link on DH Gate's website is not functioning, and I am unable to submit a dispute online due to a non-working submit button on the dispute page. I am concerned that the payment will be released to the seller soon. I am seeking assistance to secure a refund and would appreciate guidance on how to reach a live customer service representative, as the online chat support has not been helpful. Thank you for your attention to this matter.

I have been trying to reach out to customer service at [redacted], but my emails keep getting returned as undeliverable. I attempted to track my order number [redacted], however, the provided tracking number ePacket LV[redacted]82CN is not showing any tracking information. I have reached out to the seller with attached messages, but I have not received a response. My package has not arrived by the estimated date of August 26, [redacted]. I am requesting a refund as the live help link and dispute page on DH Gate's website are not functioning for me to submit a dispute. I also need assistance in getting in touch with a live customer service representative, as the online chat is not providing the help I need. Please advise on how I can get a refund or stop the payment to the seller. Thank you for your help and prompt response.

Subject: Payment Issue and Order Status Inquiry Hello DHgate Customer Support Team, I hope this message reaches you in good health. I am Thadchanan S., a dedicated customer of DHgate, and I need to bring to your attention an issue concerning a recent order I made and the payment process. On September 8, [redacted], I placed an order on your platform and tried using the "Klarna Instant Transfer" for payment. Regrettably, my payment was not accepted by your system. Worried about the failed payment, I swiftly checked my bank account and observed that the payment for my order had been deducted. Despite this deduction, I did not receive any order confirmation, and it seems like my order was not processed successfully. It is crucial to me that my order gets processed accurately, and I receive the necessary confirmation. I kindly urge you to investigate my order [Order Number: [redacted] [redacted][redacted]-64FB2[redacted]] promptly and look into the declined payment matter. Furthermore, I would like to request a refund for the deducted amount. I am looking forward to a prompt response and your assistance in resolving this issue. You can reach me via the email linked to my DHgate customer account or by phone at +[redacted][redacted]. Thank you in advance for addressing this problem and handling the refund. I value your quick attention and help on this issue. I have attached my bank statement displaying the debit transaction for your review. Best regards, Thadchanan S. +[redacted][redacted]

While browsing the DHGate website, I came across some handbags priced at only .02 cents each. I decided to purchase them, but the seller later contacted me to explain that the pricing was a mistake and requested a refund. I believe they should honor the price, as I made a legitimate order and paid for the items. The seller has marked the items as shipped but admitted they have not actually been sent. It appears they are waiting for the shipping timeframe to lapse to automatically cancel the order and issue a refund, which I find unfair.

I purchased a jacket from a seller last year. Despite multiple promises and attempts, the jacket never arrived. The seller mentioned sending a replacement, which also failed to reach me. After requesting a refund, I was informed of another attempt, but with no success. The seller claimed the jacket had been received and the matter closed, yet I never got it. I asked for details on the delivery and the alleged signature, but the seller refuses to cooperate, citing a lack of authority. I'm at a loss on how to proceed and seek guidance.

Subject: Assistance Needed with Undelivered Order Order: #[redacted] Tracking Number: [redacted] I regret to inform you that my order has not arrived due to an incorrect tracking number provided by the seller. I mistakenly marked the order as received and have informed the seller through multiple ticket messages about the non-delivery. Upon checking with DHL, I discovered that the tracking number [redacted] corresponds to a different address. I have obtained email evidence of my conversation with a DHL agent confirming this error. Despite my attempts to contact Dhgate's customer service team, I have been unable to reach any representatives for assistance. I have also reached out to the seller with no response, leaving me feeling extremely concerned about the legitimacy of this transaction. I would appreciate it if you could investigate this matter further and help resolve this issue promptly. Thank you.

I purchased two bags that were not the right ones. After a dispute was opened, the seller initially offered me a partial refund, which I disagreed with. DHgate instructed me to return the item. The seller later contacted me, and we agreed on a €[redacted] refund without returning the product. I am unable to reopen the dispute and can only input the shipping number. I no longer wish to return the item and prefer to receive a €[redacted] credit.

Hello, as a customer of DHgate, I want to report an issue with a seller. I have contacted DHgate about this, but the seller is behaving dishonestly. The item I received is completely different from what was advertised, with deceptive images. Initially, he offered me 20 € as compensation, which I declined as it was inadequate, and then increased the amount to 30 € and then 50 € without addressing my concerns. I have evidence of our conversations and can provide screenshots to support my case. I urge DHgate to take action against this seller for deceiving customers like me. I paid [redacted] € for a bag that was misrepresented as authentic. I appreciate any assistance from DHgate on this matter. Thank you.

I purchased a football kit, but the size I received was incorrect. I opened a dispute that has been resolved. The seller will receive the return and refund me accordingly. I have been given an address to return the item via regular mail. I am unclear about who covers the transportation cost - is it the seller or myself? If I pay for the return shipping, will I be reimbursed for the transportation fees? My order number is [redacted].

I ordered 60 [redacted]-puff pods for [redacted] euros to be delivered by September 9th, but they haven't arrived yet. I never received any tracking information from the seller, who is not providing it upon request. I've been attempting to contact them, but there has been no response. The shop and seller name are: Crazvape. I am requesting a full refund immediately, however, the seller insists I wait for the promised delivery timeframe, which has long passed. How should I proceed? Today is September 22nd, and the package was due on September 9th. I am still trying to reach out, but there has been no response for days. I want a refund right away. Please contact me.

Hello, I have previously reached out with a request to address an issue with a seller. This seller has been unresponsive and unprofessional, offering varying amounts of compensation without explanation. I paid £[redacted] for an item that does not match the description, and I am also being asked to pay customs fees. I can provide screenshots of our communication. I urge you to prevent dishonest scammers like this from tarnishing your reputation. I can share photos of the received item and the genuine one if needed. This situation has left me feeling disheartened. Thank you for your assistance. Order: [redacted].

Greetings, My DHGate account has been blocked without my request, and I can no longer access it. Whenever it asks for email verification, I enter my password and ID, but it keeps stating that my account is blocked for security reasons. Today, I made a purchase through the app on your site and I can't even view my order or updates. Since I receive all communications about discounts and promotions on my email from your service, it's evident that my email is working correctly. Therefore, I kindly request to unblock my account and verify my email because everything is functioning properly. Thank you