AliExpress Customer Service Issues

I placed an order on AliExpress on January 25, [redacted], and I have been patiently waiting for it to process. It is now February 5, [redacted], and the item is still in the processing stage. I have been checking the order daily to track its progress. However, yesterday when I clicked on the product, it displayed "Oops, this item is unavailable," and the store name changed from "HICITY Store" to "Shop[redacted] Store." Should I cancel my order now, or should I continue to wait for the item to be processed?

I attempted to address my issue with the auto-responder and contacted the seller directly. I initiated a dispute and provided pictures, but no response was received. Despite reaching out to the help desk, I only received automated responses without a resolution or direct communication regarding my immediate dispute. The claim indicates that the dispute is closed and cleared from review and disputes. I am seeking either the correct product or a refund, but there has been no response. The lack of professionalism in handling this matter is concerning, and I am considering relying solely on Amazon in the future due to this experience. I request that a representative reach out to me promptly. I require a return mailer to be issued for either a refund or the correct product to be shipped. Dealing with this situation because the company does not offer support via a toll-free number is frustrating. Should I escalate this issue to the BBB? Please contact me at your earliest convenience. Contact Number: [redacted] - Brian

Hello, I purchased a solar panel, but it was held by customs and returned to the seller without me receiving it. I have proof from customs that the seller received the item back, but despite providing this evidence, Aliexpress is not acknowledging the correct shipping information from Berlin to Singapore. I believe the seller is withholding my refund, and it feels like Aliexpress is favoring the seller unfairly. I am disappointed by their lack of support in this situation. I am hopeful that I will receive the refund I am entitled to. Thank you. Paloma

Hello, I've been trying to contact AliExpress because I received a piece of clothing that is too small. According to their size chart, the medium size should fit me, but it doesn't. The seller is not responding, and only Eva is available to help. I opened a dispute as Eva suggested, but I just want to exchange it for a different size. Thank you.

I made a purchase from AliExpress back in October and November [redacted], paying through Klarna Bank. I received an email with banking details for the transaction and followed up with the seller to complete the payment. Unfortunately, I haven't been able to reach them. I've been waiting for the bank to contact me about the transaction details for almost four months now. Recently, a finance company reached out to me, requesting three times the amount I originally ordered. This situation has left me feeling confused and let down.

I am located in Canada. I recently ordered 2 bras, but unfortunately, they are too small in size. I have ordered bras from another seller before and they fit perfectly. I would like to return these bras and receive a refund. However, I am unsure of the return process. I received an email notification indicating the need to add tracking details for Order No. [redacted][redacted] on AliExpress before Feb. 8, [redacted]. The email mentioned that the transaction would be closed and payment released to the supplier if no tracking details are added by the specified time. I am unsure how to proceed with the return as it is my first time dealing with this. Any guidance on this matter would be greatly appreciated. Thank you.

Hello, I recently discovered unauthorized transactions on my debit card. As a vigilant college student, I typically monitor my expenses closely. However, upon reviewing my bank account today, I noticed it has a negative balance due to purchases from AliExpress. I can provide the last few digits of my card if needed. I am concerned about who is misusing my card and would like to immediately cancel any pending orders. Thank you.

I have been unable to contact your customer service through any means, and the virtual assistant Eva has not been helpful as I do not have an order number. GetHuman was also unable to assist for the same reason, the absence of an order number. On January 31, [redacted], I made a payment of 76.74 Euros via credit card for a MUSTOOL brand oscilloscope multimeter, model MDS8207, from the TO-HO Store. After three days of struggling, I received a number, [redacted]18, from your team confirming the payment. This order does not appear in my AliExpress account, and I am unable to delete the payment and reorder the item. I am interested in the multimeter and do not require a refund; I simply want the product. Due to the lack of a contact phone number, it has been impossible to reach out to you. I have tried contacting the Barcelona center without success, and the number listed on your website, [redacted], has a high cost of 3.30 per minute. I apologize for using this channel, but I see no other solution. Kindly reach out to me via email at [redacted] or at [redacted] 82 - [redacted]53. Thank you for your understanding. Jose Maria Marin, Barcelona, Catalonia, Spain

I received notification from a seller on AliExpress claiming that my registered mail was delivered, but the recipient name on the proof of delivery was incorrect. Despite raising a dispute, AliExpress closed the case without resolution. I suggested to the seller to initiate an investigation with their local post office, which they declined. I then proposed that the seller provide me with a signed power of attorney so that I could investigate with my post office, but they also rejected this idea. I am now seeking either a refund from AliExpress or for the seller to sign the power of attorney. The order number in question is [redacted][redacted].

I bought a laser on AliExpress, but the vendor failed to deliver as promised. I canceled on January 31st, and although the vendor agreed to a refund the same day, AliExpress is delaying the process. They have held onto our money for over 15 days, gaining interest while we have received nothing. I plan to file a claim in a U.S. court today for the refund amount and damages to my business due to this situation. AliExpress using our funds for their benefit is unacceptable, and I will seek actions to address this issue.

I have been unable to contact you in any way, and the virtual assistant Eva has not been able to provide a solution due to the lack of an order number. GetHuman is also unable to assist for the same reason, needing an order number. On January 31, [redacted], I made a payment of 76.74 Euros deducted from my card for a MUSTOOL brand oscilloscope multimeter, model MDS8207, at the TO-HO Store. After three days of struggling, I finally obtained a number provided by you, [redacted]18, confirming the payment. This order does not appear in my AliExpress account, and I am unable to cancel the payment to reorder it. I am interested in the multimeter; I do not require a refund. Since I do not have a contact phone number, it is impossible to speak with you. I contacted the Barcelona center, but they could not assist me. I then called the number listed on your website, [redacted], at a high cost of 3.30 per minute. I apologize for reaching out through this channel, but I have not found an alternative solution. Please contact me via email at [redacted] or at my phone number [redacted]82 or [redacted]53. Thank you for your understanding. Sincerely, JMM, Barcelona, Catalonia, Spain

The seller is not willing to fulfill my initial order for the SF600, claiming it is out of stock. However, their AliExpress and eBay stores show otherwise as they have removed the $49.99 listing and increased the price. Despite having the SF600 in stock, they refuse to honor my purchase at the original price. I expect them to fulfill my order as agreed and provide the SF600 with a US plug. If they continue to decline, I will have to leave a negative rating on their account for their unscrupulous behavior. Thank you.

The seller refuses to honor my original order for the SF600, claiming it is out of stock. However, I have found listings on AliExpress and eBay showing they are still in stock but at a higher price. I insist on them fulfilling my order at the original price I paid. I request the SF600 with a US plug to be sent as initially ordered. If they do not comply, I will consider leaving a negative rating to highlight their dishonest practices. Thank you.

I recently purchased a Diamond Dotz kit on AliExpress from the official store called Mooncresin. The product in question is the Winter Landscape Snow House kit, and I realized that dot number [redacted] is missing from the package. Upon checking, the kit is supposed to contain [redacted] of that specific dot. I kindly request that you promptly ship the missing dot to me. Your current shipping speed is quite slow, and I hope to receive the item much sooner this time. In case you are unable to send the missing dot, please process a refund for that particular item. I may need to look for an alternative supplier if this issue is not resolved swiftly as that is a substantial number of dotz. I await your prompt response on how you plan to rectify this situation. Thank you. - E. Hamberg

I recently ordered a Diamond Dotz Christmas kit, but unfortunately, it was missing all the Dotz #[redacted], of which I need [redacted]. Without these Dotz, I can't proceed with my project. The seller's name is Mooncresin, and I bought the kit through Aliexpress. I am reaching out to you to either ship the missing Dotz or provide a refund. I will have to purchase them from another seller, and it will be costly to get that many Dotz. I hope to receive a response from you today. Thank you, E. Hamberg.

I will no longer be placing any orders on AliExpress starting today. The reason for this decision is because I requested a refund for my order [redacted]. The handling of this situation lacks the proper attention to detail and resources. I provided a video of me opening the package, which serves as a credible source of evidence. Upon inspection, the boxes were found to be empty. Investigations conducted at the post office revealed that the empty boxes were a result of Sri Lankan customs not imposing any taxes and failing to inspect them as required by TRCSL. It appears that the seller intentionally sent empty boxes.

Order Number: [redacted][redacted] I placed an order with MorningStar Outdoor, but they don't have the item in stock. I tried to cancel the order citing the correct reason - 'out of stock', but the seller continued to ask me to cancel with the reason 'I don't want it anymore'. It's frustrating that the seller isn't properly monitoring their stock and is causing me inconvenience by not processing the cancellation as requested.

Recently, I purchased a pair of pants from a seller. I was supposed to receive black cotton pants, but I received green pants in the wrong size and made of a different material (not cotton). After opening a dispute, the seller instructed me to send the pants back to a certain address for a refund. Despite the seller saying the shipping would be free, it cost me an additional 9 euros, making the total cost 22 euros. After weeks of waiting, the dispute was closed without a refund. I appealed the decision but had no success. All I want is to get back the 22 euros I spent.

Hola, cometí un error al cancelar accidentalmente un pedido en AliExpress. A pesar de intentar contactar al vendedor para solucionarlo, me informó después de 10 días que no puede cancelar el pedido y lo enviará de todas maneras. Solicito al vendedor que retenga la mercancía y me reembolse el dinero, ya que he estado en comunicación con él desde el inicio. El número de pedido es [redacted][redacted] y aún no ha sido enviado. Siento que mis derechos como consumidor están siendo violados.

Hello, 5 days ago, I contacted you concerning an issue with an order I made on November 12, which has not been delivered as of February 8. Despite my attempts to resolve the matter directly with the post office in Slovenia, where the item was supposed to be delivered, the product never arrived. I requested a refund and have been ignored since January 13. I was told to wait until February 8 for your assistance, but I have yet to receive any response. I seek your help in getting my €13 refunded, as I believe my consumer rights have been violated. Please assist me in resolving this issue promptly.