DHGate.com Customer Service Issues

Hello, I have not received any response to my two previous emails sent on October 7th for the first one and October 12th for the second one. The emails were sent to the following email addresses: [redacted] and [redacted] Can I please have a response as soon as possible, thank you. First email: Hello, On Tuesday, September 19, [redacted] (at 9:06 pm French time), we placed an order on your website for purchasing shoes. The order number Po #: [redacted], Tracking number "LV[redacted]10CN". The order amount was €74.16. When I went to the post office to receive the package (on Saturday, September 30, [redacted]), it was not the shoes ordered but a wallet (you will find attached photos taken of the package at the post office). I rely on you and your website to rectify this issue (very unpleasant) and resend the ordered items as soon as possible. I count on your promptness. Please contact me or keep me updated on the progress. Awaiting your response. Best regards Second email: Hello, I emailed you on Wednesday, October 4, [redacted], and have still not received a response. Content of the email: "Hello, On Tuesday, September 19, [redacted], we placed an order on your website for purchasing shoes. The order number Po #: [redacted], Tracking number "LV[redacted]10CN". The amount charged was €74.16. When I went to the post office to receive the package (on Saturday, September 30, [redacted]), it was not the shoes ordered but a wallet (you will find attached photos taken of the package at the post office). I rely on you and your website to rectify this issue (very unpleasant) and resend the ordered items as soon as possible. I count on you for your promptness. Please contact me or keep me informed of the progress." Awaiting your response. Best regards The package received at the post office is incorrect. Instead of shoes, I received a wallet. I rejected the package on Saturday, October 7, [redacted], and the tracking number was wrong. The package will be returned to you. What is the process for a refund? Attached are photos of the package. Best regards, Awaiting a response Mr. G.H.

Buongiorno, vorrei segnalare un problema con un ordine effettuato sul sito Daghate. Ho pagato €[redacted].30 per un ordine di sigarette da [redacted] tiri N12, ma non ho ricevuto alcuna risposta dal venditore sevagepape da più di 20 giorni. Chiedo un rimborso per l'importo addebitato poiché il venditore non fornisce spiegazioni sulla mancata consegna dell'ordine. Spero che questo problema venga risolto in modo tempestivo e che il venditore risponda alle mie richieste. Grazie per l'attenzione.

I bought two shoes from DHgate about three weeks ago, but I still haven't received any tracking details. The tracking number they provided, AQ[redacted]29CN, is invalid. My order number is [redacted]. I've tried contacting customer service, but they keep telling me to contact the seller. Unfortunately, the seller is not responding to my messages. I have been trying to reach out to them for the past week, sending about a hundred messages, but I haven't received any response.

Sehr geehrtes Team, Am 1. September habe ich eine Bestellung aufgegeben, die bisher noch nicht eingetroffen ist. Nachdem ich den Verkäufer kontaktiert habe, versicherte er mir, die logistischen Vorgänge zu überprüfen. Leider habe ich weder meine Bestellung erhalten noch mein Geld zurückerstattet! Bestellnummer: [redacted] Ich freue mich auf Ihre Rückmeldung. Vielen Dank und freundliche Grüße, K.S.

Hola, buen día. He contactado a la tienda para obtener información sobre el reembolso de mi pedido. Me han informado que ellos ya realizaron el reembolso, pero hasta ahora no hemos recibido el dinero. Nos recomendaron contactar con ustedes si no lo recibimos. Nos gustaría saber qué está ocurriendo con nuestro reembolso, ya que ha pasado más de una semana desde la operación. Esperamos su pronta respuesta. Gracias.

Hello, I'm Sergio De Caprio, and I make purchases on DHGate. I have repeatedly brought to their attention the issue I encounter when requesting a refund from DHGate, but so far nothing has changed. The result: I CONTINUE TO LOSE MY MONEY! Their system does not allow me to provide evidence (... Even though, in my opinion, these requests in my cases are unjustified: undelivered package, refund recommended by the same seller, unavailable shipping tracking... what evidence should I provide??) As a result, the refund request does not go through because the send button remains inactive, and the system continues to ask for evidence (even though the same system advises that describing the problem in the specific space is sufficient without the need to provide anything).... that I am unable to attach!!!!! I have also sent emails to other addresses found on the website to communicate with them and explain this technical anomaly..... BUT I HAVE NOT YET RECEIVED ANY DUE RESPONSE! I have never managed to find a way to contact them directly; the online customer service is inactive, click the button or the text but nothing happens! And it only gives you instructions on how to request the refund on the screen with incomplete choices compared to the scenarios that may occur..... If only they worked..... I encountered these problems with Tablets, PCs, Smartphones. It's great to do business with DHGate... Especially when it's the undersigned who loses out! Regards Sergio De Caprio

I placed an order on dhgate.com for a pair of Michael Jordan shoes in orange and white, size 9 1/2. However, despite dhgate stating that my order number [redacted] was complete, I have not yet received the product. I encountered two issues with their service: firstly, the money was deducted from my account, and secondly, when trying to track the package on their website, the information was all in Chinese, which I cannot translate. I am unsure where my package is and have not received any updates or the product from dhgate.

Hello, I am reaching out regarding an order I made on October 31, [redacted]. I purchased shoes on your platform, and according to the tracking information, the shoes are still in the country of origin, which is unusual based on my prior orders. I have attempted to contact the seller, who I have bought from before, through chat but have not received a response. Could you provide me with more details about this order, please? I have included the order number for your reference. Thank you.

Dear Customer Service Team, I recently made my first purchase from your website and encountered some issues. I set up an account using my email address and placed an order on November 1st. While the payment was deducted from my account, I have not received any order confirmation, only spam emails. Unfortunately, I am now unable to log into my account to track my order as the site indicates my account has been deactivated for safety reasons, which I find puzzling. It is concerning that I have no access to information regarding my order's status or expected arrival. I believe it is unreasonable to restrict my account access immediately after making a purchase. I request a refund promptly and await your prompt response. Sincerely, Hanna K.

Hello, My son placed an order on Saturday, 11/04, around 1 pm on the Dhgate website. He ordered the following items: - Miami Pink Football Jersey: Size L - Miami Black Football Jersey: Size S - Stade Rennais Football Jersey: Size M Total cost of the order: 65.53€. The payment was debited immediately. We were happy with our order and went on to do other things. However, as we haven't received the package yet, I asked him if he got any emails or texts regarding the delivery status, as his brother's birthday (11/22) is approaching, and we haven't received anything yet. He checked and found no emails or texts; he never received any notifications. Now he's unsure which email he used to log in, causing him to panic. He looked everywhere, including his spam folder, but found nothing and still no delivery of the jerseys. Can you please assist us? Can you check if there's any issue or provide an update on the delivery status? Unfortunately, I don't have an order number to provide, and the order wasn't placed with my email either. He thinks he might have checked out as a guest, but he's not sure. The order was placed under the name Deniel or Lebranchu Delivery address: 9 impasse Mathurin Meheut [redacted] Montreuil le gast France Thank you very much for your help. 🙏🙏🙏🙏🙏🙏🙏 We need these jerseys for the birthday celebration. Marie Line

I am experiencing an issue with an order, number [redacted]. The seller claims to have shipped the package on November 7th, but the parcel has not been delivered. The parcel number was CG[redacted]65DE. After opening a dispute and speaking with the seller, they agreed to resend the parcel. On December 1st, they sent another parcel with the number CM[redacted]39DE, but it seems to be in the same situation as the first one. I am concerned that I have been scammed out of [redacted] euros. I contacted DHL for information, and they informed me that they only generate the label and provide a parcel number but never received the parcel from the seller for shipping. I simply wish to receive a refund so I can make a purchase from a different seller. I am a loyal customer and have made numerous purchases without issues. Thank you.

Subject: Assistance Requested for Delayed Order Hello DHgate Customer Support, I hope you are doing well. I am reaching out regarding an issue with my recent order and would appreciate your help in resolving it. I made the purchase on October 20, and to date, I have not received the items—a wait of two months and eight days. Despite contacting the seller, the problem remains unresolved. I have verified the accuracy of the delivery address and made efforts to track the package without success. Due to the significant delay and lack of progress, I am requesting your assistance in initiating a dispute to seek a resolution. I am seeking your help in investigating the matter and starting the dispute process. I am looking to receive a full refund or have the funds credited to my DHgate account for a future purchase. Your prompt attention to this matter is greatly appreciated. Thank you for your assistance.

I am having issues with receiving two out of three ordered and paid items. According to the inquiry, it has been delivered, but it has not, and the second package is still on its way. I cannot find a way to contact support. I request that the service checks into this matter and provides accurate information for tracking the shipment. Otherwise, I would like a refund. I have settled all the payments. Please reach out to the customer service team and look into this. I have not received the items. The order number is [redacted], and the other orders are [redacted].

I bought the product for my son's party on February 4th, expecting delivery on January 20th based on the information provided. However, the seller now claims the delivery will be on February 19th, which is unacceptable as I need it for an event on the 4th. If I had known it would arrive in February, I would not have made the purchase. The seller admitted to providing incorrect delivery details and suggested I open a dispute due to logistics issues. Unfortunately, the dispute page offers limited options, and the seller is uncooperative, leaving me uncertain about how to proceed.

Hello, I contacted Poste Italiane, and they informed me that the package addressed to me with international code AS[redacted]88CN, and with the changed national code Italy 5P49D[redacted]2 (as reported by the seller through their investigations) was taken over by SENGI EXPRESS. The package in question shows delivered on 27-02-24 at 5.05 pm but NOT RECEIVED. The assigned courier left the package unattended, without handing it to an authorized person for receipt and without obtaining a signature. The package contained extremely valuable high fashion samples. I URGENTLY DEMAND full compensation for the amount spent. I CANNOT FILE A DISPUTE WITH THE SELLER DHGATE AS I HAVE HAD SEVERAL ISSUES WITH THEM, AND I HOPED THAT EVERYTHING WOULD BE RESOLVED BUT IT DID NOT TURN OUT WELL. This situation is intolerable. Please contact me urgently. Sincerely, Betti G. [redacted] [redacted]