DHGate.com Customer Service Issues

I purchased a Brinks prepaid international card for refunds from DHgate. I believe that some refunds did not reach my account. Despite receiving an email on 2/26/[redacted] from DHgate stating that the refund failed, my text messages from Brinks confirm the money was deducted. However, the refund was not added back to my card. DHgate claims the refund process takes 15 days, but I want to know why the delay if the payment did not go through. I received three emails similar to this specific case with different items. I am seeking clarity on the status of my refund. PO# [redacted]. Refund Type: Payment verification failed refund. Refund Amount: 29.24 USD. Refund Date: [redacted]-02-26 16:30:29. Refund Reason: Payment verification failed.

Dear DHgate Customer Support, I am writing regarding order number [redacted]75 dated 01/14/[redacted] purchased from seller MVMTWATCHES6. The wristwatch I received is defective, as shown in the attached picture and video. The seconds hand does not move at all. I have tried contacting the seller without any response. I am requesting a full refund and am willing to return the watch, with the return shipping costs to be covered by the seller. I look forward to your prompt resolution. I will be sending additional videos via email to further demonstrate the issue with the watch not working properly. Thank you for your attention to this matter. Best regards, Sergio Tesio

Hello, I am reaching out regarding an issue I am facing with a recent purchase I made for 0.25 ml BB Tanks disposable vaporizers, specifically 1,[redacted] tanks. I am experiencing difficulty contacting the seller. The payment has been deducted from my bank account, yet on the DHgate app, it indicates that my order payment is still pending. It has been 3 days since the transaction, as of today, Wednesday, March 6, [redacted]. I have already contacted my bank and verified my end of the transaction. They have confirmed that the issue lies with the seller. Unfortunately, I am unable to get a response from the seller, known as Emily with the username huf828. While I still wish to receive the product, I kindly request assistance in resolving this promptly. If a resolution will take longer than 2 weeks, I would prefer to cancel the order. Please respond at your earliest convenience. Thank you.

I would appreciate it if customer service could contact me directly via phone. Previous online communications regarding order [redacted]46 have been unsuccessful. With this order number, my name, UK phone number, email address, and home address should be accessible from my account. Even after emailing the seller, they have not responded to my request for a picture of the product in question. Thank you.

I made a purchase from the seller tenjohn for a pair of replica yeezys priced at $85.99. I specifically ordered all-black yeezys with a blue stripe, but I received a pair with a white stripe instead. The seller suggested a $10 refund to keep the incorrect shoes, which I find unacceptable as it doesn't make up for the mistake. I have evidence in the form of pictures showing the discrepancy between what I ordered and what I received. I am dissatisfied with the seller's response and feel frustrated, cheated, and scammed. I demand a full refund or the correct item I paid for, otherwise, I will be forced to pursue further actions.

I am requesting a full refund for order number [redacted]34. Although the order status shows as completed, I have not received the item. I have tried to contact the seller multiple times without any response. Unfortunately, the live chat on Dhgate is never available, which is frustrating. As a loyal customer who makes frequent purchases with my wife, this lack of communication is disappointing. Kindly respond to my email at [redacted] or my wife's email at [redacted] Please address this matter promptly. Thank you.

On March 3, [redacted], I made a purchase for a HydraFacial microderm machine and was assigned order number [redacted]. After being charged $[redacted].08 on my credit card, I have continuously checked the website for my order status but to no avail. Despite reaching out through messenger and email, my order seems nonexistent, and I have not received any confirmation. Due to the lack of response, I have escalated the issue to my bank's fraud department. I insist on a refund promptly. It is disappointing to face such poor customer service, prompting me to source the product elsewhere. I urge the company to address this matter promptly as inadequate customer service reflects poorly on your brand.

I placed an order on Feb. 27, [redacted], Order #[redacted], however, the order was short by 1 bag of 20 flowers and didn't match the flower's appearance shown in the picture. Although I received an email stating the order would be shipped on Aug. 30, [redacted], it was actually delivered on Mar. 8, [redacted]. On Mar. 10th, I was informed that payment would be released to the seller in 5 days. I have been attempting to chat online since the 10th to address the discrepancies, but the chat session is not functioning due to security concerns. Could you please provide me with a return address for the product and initiate the refund process? Contact me via email for further assistance. Jackie

I have been requesting a refund for an order I never received for the past three months. Despite sending countless messages and emails since December [redacted] regarding order # [redacted]04, I have not received the refund that was promised. In January [redacted], DHGATE claimed they had already processed the refund, but here we are at the end of March [redacted], and I still have not received it. On March 6, [redacted], I received an email asking about the package, but I couldn't update my password on the website to contact the seller successfully. This experience has been terrible, and I will be warning everyone I know to avoid purchasing from this company. I just want my refund after waiting three months.

I purchased two shirts in size 5XL to accommodate the smaller Chinese sizing, although I am normally a 2XL. Unfortunately, both shirts are extremely small; one doesn't fit my [redacted]-pound girlfriend at all, and the other is only slightly larger. I attempted to request a refund, but the website requires a photo as proof. The camera function on the site is not working, so I'm unable to provide the necessary picture. I've been trying to reach out to customer service through their chat line for days without success. The chat automatically closes if there's no response within a certain timeframe. I'm feeling frustrated and concerned that this might be a scam.

I purchased virgin unprocessed hair with a closure, but what arrived was four bundles of synthetic hair without the closure. They have been unhelpful in resolving this for two weeks. I provided a video showing the hair melting, which proves it's not [redacted]% human hair, as real hair wouldn't react that way. Despite submitting several photos, they now want another video, which is frustrating. I had to buy from another store out of necessity and now I just want a full refund. I'm open to sending the incorrect hair back either C.O.D or with prepaid postage provided by the seller. Dealing with this has been exhausting, and receiving synthetic hair instead of what was advertised is unacceptable. Thank you, Ms. Hutchison

I received the wrong-sized jersey. Initially, I was told I could return it for a refund and that the seller would cover the return shipping. However, I later learned I need to pay for shipping upfront and then be reimbursed. The shipping cost is $33.80, which I find unreasonable. I want the seller to provide pre-paid shipping or allow me to keep the jersey and receive a refund for the one that did not fit. I cannot afford to spend more money on return shipping when I already paid $21.84 for the jersey.

I received the wrong size jersey. Initially, I was informed I could return it with the seller covering the shipping cost. However, the process changed, and I needed to pay for shipping upfront, with a promise to be reimbursed later. I discovered the shipping cost would be $**.**. I find this procedure unsatisfactory and would prefer the seller to cover the shipping expenses upfront. I am hesitant to pay for shipping and wait for a reimbursement. I already paid $**.** for the jersey and cannot afford to handle additional costs. I request the seller to either prepay for shipping or allow me to keep the jersey and refund my payment for the small-sized jersey.

I accidentally had two packages returned by a new staff member. I am Tiffany Evans from [redacted] Wrightboro Rd, Augusta, Georgia, [redacted]. The package I need resent is Nike Huarache shoes in white, size 8 for women (UK size 38/39). I received the incorrect size initially but was given a discount for a reorder. Kindly locate the package as I don't have the tracking information due to a new phone and email address. Please reach out by email at [redacted] or phone at [redacted] if you have any questions.

I placed an order for an Avengers 4 T-shirt on March 10, [redacted]. I received an email confirming the shipment, but as of April 1, [redacted], I have not received it. I have been unable to reach customer service through various methods, including email complaints. This lack of communication is extremely frustrating, and I am eager for this issue to be addressed promptly.

I purchased 30 vapes for £[redacted] and paid £17 for shipping. However, the local post office now requires an additional £17 for me to collect the package, which I am unwilling to pay. I requested a refund, and the seller is asking for £17 to send the items back. I tried reaching out through live chat but waited for 30 minutes without assistance, only for the chat to end abruptly. I am seeking a full refund as I was not made aware of these extra charges.

I urgently need assistance regarding my recent orders #[redacted] and #[redacted]. The seller has been unresponsive, and I'm concerned about losing my money. The items in the boxes taste awful and are not what I expected. Some boxes arrived damaged. I ordered [redacted] e-cigarettes, [redacted] lush ice, and [redacted] tropical mango, but only [redacted] were sent. I paid $[redacted] for [redacted] units when I should have received [redacted]. I need to resolve this promptly as I cannot afford to lose this money. The seller suggested returning the items, but I am unsure about sending them back given the situation. I urgently need guidance on the return and refund process to address this issue.

Yesterday, I accidentally left one item in my shopping cart and paid for it. Shortly after, my bank alerted me about a charged amount of $[redacted].90 that I did not authorize. I initially thought my information was stolen, but then I realized that all the items I had deleted from my cart were being purchased using my card on Dhgates. I tried reaching out through messages, phone calls, and live chats for 16 hours in a row. Despite my efforts, orders were still shipped to the wrong address. I desperately pleaded for assistance, but all they suggested was to fill out the refund/cancellation section. I complied repeatedly, yet I kept receiving notifications that my items were being shipped. I actively tried to contact them from 2pm until 6am the next day. I am in a difficult situation as my account now has a negative balance of $[redacted], and I am scheduled to move next week.

Dear Customer Service, I am writing regarding Order No: [redacted]78 and need assistance with an issue I have encountered. On December 24th, [redacted], I ordered a handbag for £49.90. After waiting for three weeks, I received a bag that was of poor quality and not as advertised. Following the seller's instructions, I returned the bag at a postage cost of £18.50 for a full refund of the item and shipping charges. Despite providing tracking information showing the return, the seller claims they have not received the item, leaving me out of nearly £70. This situation contrasts sharply with the positive experiences my friend had using DHGate, recommending it to me. I have all communication with the seller and product details available if needed. I am eager to know how I can recover my money. Your prompt assistance in resolving this matter is highly appreciated. Sincerely, Wahida Pervaiz M.

I recently bought a black pair of Yeezy [redacted] Boosts. I received them on March 29, [redacted], and immediately reached out to the seller, luishen01, regarding a defect in one of the shoes. Despite sending multiple emails since then, I have yet to hear back from the seller. They requested a photo of the defect, which I attempted to upload numerous times on the DHgate site without success. My order details are as follows: Order Number: [redacted] Order Amount: US $[redacted].80 Shipping Method: ePacket Payment Status: Paid Order Time: [redacted]-03-14 00:04:29 Order Status: Pending delivery confirmation Seller Information: luishen01 TOP MERCHANT Thank you, Michelle.