AliExpress Customer Service Issues

I placed an order that was not processed by the warehouse until 17 January. Upon the seller's advice, I requested a refund. However, I was not refunded the full amount as the postage was deducted, even though the parcel was never dispatched. I am questioning the high $20 postage cost for such a small item, and I suspect it might be a scam to profit from undelivered items and provide reduced refunds. After the seller advised a refund instead of waiting for the package, I raised a dispute. The mobile app lacks user-friendliness for customer service and offers no subsequent communication after lodging a dispute. The customer service experience is severely lacking.

Hello, my name is Shaun C. I purchased an IPV Revo mod from Vape Mask store on AliExpress. The item worked for about a month, then began malfunctioning. It is supposed to be covered for 90 days. I contacted the seller, who requested a video of the issue. I sent the video via email and a Google Drive link. The seller couldn't open it, so I sent it via WeTransfer, which was also unsuccessful. I then uploaded the video to YouTube, but have not received a satisfactory response. It's been a month of back and forth with the seller without resolution. I'm unable to raise a dispute through the platform as I can only upload a picture, which doesn't capture the fault. Currently, I'm stuck with a £53 mod that doesn't work correctly and I'm hesitant to use it due to potential chip issues.

Hello, I would like to inform you that my registered email address is [redacted] and my order number is [redacted][redacted]. Unfortunately, I have not yet received my order, and despite raising a dispute, I have not received a satisfactory solution from your end. The behavior of the seller has been very rude, and it seems they are trying to manipulate their customers. I have made several requests to cancel the order due to the extended delivery time, as I am in the process of moving to a different address. While AliExpress indicates that the product has been delivered by the seller, other tracking sources show that the product is still in transit. Additionally, due to restrictions related to the coronavirus, I am unable to accept products from certain locations and have requested a refund. However, instead of processing the refund, the seller has asked for the deactivation of my account. I have attached some documents as proof of my claims. I kindly ask for a valid solution to this issue. Thank you, Udiyt Ghai

Hello, I am facing an issue with my order (#[redacted][redacted]) not being received. Although AliExpress marked it as delivered, the package is actually stuck in a warehouse in Luxenburg and cannot reach me. The forwarder confirmed this. I requested a delivery receipt but none is available. After contacting the seller "Olygame shop1," they mentioned refunding my money. On 13/2, they informed me that the refund was processed and that it might take 5-10 days to reflect in my bank account. However, the refund has not yet appeared. They also suggested contacting AliExpress, but I lack direct communication with them. Can anyone offer assistance with this situation?

I purchased 60 to 70 nail dip powders from a company named Win C. I only received the first package with about 20 powders while the second package containing the remaining 40 is missing. The order was placed in September, and despite multiple attempts to contact them via email, I have not received any response. I am eager to receive the missing powders. My name is Michelle Hunt, and my address is [redacted] E. Poplar, Harrisburg, Illinois [redacted]. It's puzzling that I received one package but not the second as promised. I would appreciate immediate assistance in locating the missing items.

Hello, I have been dealing with a digital frame seller for over three weeks regarding a faulty product. They asked me to send the item back to their warehouse in Spain for a $5 refund, which seemed odd to me as other platforms like Amazon offer free returns. Despite my doubts, I sent it back with a tracking number. Now, AliExpress denied my refund claim, stating I didn't send the product back on time, which is not true as I informed the seller beforehand. The seller is uncooperative, and I am unable to input the tracking number on their website or app. I tried to dispute this again yesterday, but the process failed to upload photos. I feel deceived after cancelling the dispute with PayPal as I cannot open another one, leaving me without support. The seller is taking advantage of this situation, receiving both the product and the €8.20 shipping cost I covered. I am struggling to find a solution with customer service and the seller. Any help would be appreciated. Thank you.

I placed an order with Model Factory [redacted] Store and have been tracking it. However, the status shows "Pending/Does Not Exist!!!" I contacted the seller and they mentioned that they are sending it out now. I am feeling uncertain about this seller. On another note, I also have an order from a different seller, Top Toys and Hobbies, which was sent out 2-3 weeks ago and the tracking status still shows "In Transit" for about 3 weeks. I understand shipping can take time, but having a tracking number without the item being sent out is confusing. I value my purchases and hope they reach me as expected. If not, I will be requesting a refund.

I need the transaction ID for these two orders with completed disputes: [redacted][redacted] and [redacted][redacted]. I am unsure when I will get my money back. My bank cannot trace the funds using the ARN number provided. Could you please share an email address so I can connect my bank directly to resolve this issue? I am eager to receive my refund promptly as typically it takes 3-4 days. It's concerning that after so much time, something has gone amiss, and the refund has not reached my account. I seek a transaction ID, not the ARN, as the current information has not been helpful. Thank you.

I purchased a laptop from Ali and received it, but it wasn't as described. I contacted the seller, and they asked me to return it. The courier tracking information confirms the seller received the package, but I have not received my refund. The seller is not responding to my inquiries. I have collected evidence regarding this issue. Please assist me!

Hello, I would like to request a return and refund for the item I purchased. Unfortunately, there was a delay in starting the claim due to a family emergency. The dialogue process regarding the return has not been successful so far. The provided links were not helpful, and I was informed that I need to cover the return shipping costs, which are quite high compared to the item's price. I am concerned about ensuring that I will receive the refund on my card after sending the item back. Below are the details of my order: - SHEIN Surplice Wrap Solid Glamorous Satin Spaghetti Strap Dress - Price: US $23.00 - Order Number: #[redacted][redacted] - Tracking Number: LO[redacted]15CN I am willing to provide any additional information if needed. Thank you, Olga

I visited AliExpress and came across an advertised sale for a Type C charger cord with a charger listed at $.01. However, upon proceeding with the purchase, the total came to $.67 instead of one cent. I agreed to pay the $.67, thinking that was the final amount, but ended up being charged an additional $3. The misleading pricing information led me to feel deceived about the transaction. I only intended to spend $.67 but ended up having to pay more, which I couldn't afford. As a first-time buyer, I found this experience confusing and unclear. I am seeking a refund of the $3 overcharge and would like to speak with a customer service representative to resolve this issue promptly.

I recently purchased an item that didn't fit and needed to return it. After communicating with the seller, they provided a return shipping label. Unfortunately, the label was incorrect and the post office wouldn't accept it. Despite attempts to resolve the issue with the seller and AliExpress, I ended up having to pay for the return shipping myself as advised. When the refund was processed, I was only reimbursed for the item and not the return shipping costs. Despite promises of a $16.19 USD coupon from AliExpress as compensation, I have yet to receive it. Now, I'm facing difficulties reaching out for help and resolving the situation.

I placed an order on March 4th and was mistakenly charged twice. Unfortunately, I am unable to contact anyone to resolve this issue or track my package because I forgot my login details. I would like assistance in determining the status of my order, as $57 is a significant amount for me, especially on a fixed income. Please reach out to me at [redacted]. My name is Linda G., and I reside at [redacted] North 28th Avenue, Apartment 2, Hattiesburg, Mississippi, [redacted]. I can provide my card number for verification. Your prompt attention to this matter is greatly appreciated.

On January 27, [redacted], I created an account with ALIEXPRESS. I am unsure if it was linked to this email: [redacted] or this mobile phone number: [redacted]79. I placed an order for five products: hair ties, hair bows, a ladies' watch, another ladies' watch, and a Disney sweatshirt for a 3-year-old girl in grey. I have received three products: the hair ties, the hair bows, and one of the ladies' watches. I am missing two products: a D&G watch and the Disney sweatshirt. I have been unable to reach you as I try to reset my password using both my email and phone number, even using the code you sent when I requested the password reset. I am unable to access my account and orders as it does not recognize me. I am unsure of what steps to take. I understand there may be delays due to the coronavirus situation, but I hoped for information on the shipping status, similar to the updates you provided for order [redacted][redacted] (which included the hair bows). You sent me three notifications to my email regarding the shipping progress.

Prior to making my purchase, I inquired about any possible delays due to the virus. The seller assured me it would be shipped within 3-5 days. After ordering on February 14, [redacted], my payment was processed a few days later. Despite waiting 7 days and reaching out about the delay, I received no response. When I attempted to request a refund through the shipping calculator, the seller extended the shipping time by another 2 weeks. Waiting for over 30 days with no update, on March 15, [redacted], the seller once again prolonged the delivery by 24 days. Furthermore, the seller ignored all my messages requesting a refund. I am disheartened by this experience with the seller on AliExpress and I am seeking a refund promptly.

In January, I placed an order for 4 children's swim suits with guaranteed shipping by February. Due to delays, the package has not moved beyond pre-shipment. Despite understanding the situation in China, I have been patient while keeping in touch with the seller for updates. As my other packages arrived, I realized the swim suits were still pending. After offering to resend the items, the seller now claims they are out of stock and can only offer alternative replacements. I prefer a refund as I found another reliable seller who can deliver in 3-5 days. Although I opened a dispute and expressed my frustration to the seller, they are waiting for AliExpress to intervene. This situation has led to refunds and order replacements for customers, impacting my boutique's reputation negatively.

Hello, I placed an order for a laptop on AliExpress back in February, and the seller has been continuously extending the processing time without my agreement. Despite promising to send the package after the Chinese New Year, the seller hasn't shipped it even after providing a DHL tracking number. I reached out to DHL after two weeks of waiting, and they confirmed that the seller hadn't shipped the laptop. I have now initiated a dispute as I'm tired of the delays and am considering purchasing a laptop elsewhere. I'm wondering if I will receive a full refund. My evidence includes a phone number from DHL and screenshots of the seller repeatedly asking for my address and full name. The seller's communication has been poor, and I feel like he is intentionally stalling. I hope to resolve this issue soon and get my money back. Thank you.

I am seeking clarification on why my dispute was closed. Following instructions from the seller, I patiently awaited a resolution without AliExpress arbitration since the 14th. Even upon following up with them yesterday, I received the same advice. Now, unexpectedly, the dispute has been closed without a resolution. I have already replaced the product and returning the item is challenging due to current quarantine restrictions in the US. The cost of shipping this heavy graphics card back exceeds the refund amount I would receive. I inquired with the seller about other options, and they assured me they would investigate the possibility of refunding the difference directly to me. However, with the dispute closed, I am left without a clear path to resolution.

My name is Anna, and you can reach me at [redacted] I am still dissatisfied with the resolution of the dispute for order no [redacted][redacted]. The seller provided a fake tracking number, and the package was picked up by someone else in a different city 350km away, not by me or anyone I know. Despite my efforts to obtain proof at the post office, only the sender can get such documentation per the Polish post regulations. I never received the package, lost money, and faced significant stress fighting for my rights. I find it unbelievable that AliExpress sided with the dishonest seller who never shipped the items I bought! The package was sent to and taken in Krakow, nearly four hours away from my home (about 350km). It was impossible for me to collect it. But AliExpress still denied my claim, supporting the fraudulent seller. Your handling of this dispute has greatly shaken my trust in AliExpress. Maybe it doesn't affect you much with your numerous customers worldwide, but without fair treatment and trust, I will no longer use your service. I will await my outstanding orders and bid farewell. I will not recommend your platform to others.

I reached out to the seller for product details before making a purchase. Initially, they were responsive. After buying the item, there were no updates for 9 days, and the seller stopped responding to my messages. Concerned about the product's quality, I decided to cancel the order. The seller stalled the cancellation process, changing the status to "shipped" to prevent automatic cancellation. He then requested confirmation to ship, but never actually sent the item. I now have to wait 10 more days before I can file a dispute. The seller's behavior seems deceptive. I seek assistance in expediting my refund for the smartphone order [redacted], priced at $[redacted].