AliExpress Customer Service Issues

Archive 67

The following are issues that customers reported to GetHuman about AliExpress customer service, archive #67. It includes a selection of 20 issue(s) reported April 21, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am attempting to initiate a dispute but encounter an issue when entering my request in English. Even though I have only used [redacted] English characters, the system prompts an error asking for no more than [redacted] non-Chinese characters. I have made multiple attempts to submit my request over several hours without success. My inquiry is regarding an order of masks that I received today. I am disappointed as they do not match the product I initially selected. I specifically ordered NIOSH approved masks from Rhizao Sanqi, which I verified on a US website before purchasing. These masks are the only type I find acceptable due to being CDC NIOSH approved. Regrettably, I received masks from Tailenine, which are not NIOSH approved and differ significantly from what I expected. The ordered masks have a dome shape, back-of-head bands, and 4 layers, while the received masks are flat, have ear loops, and are marketed as 3 layers. I am requesting a full refund; otherwise, I will escalate the matter with my credit card company and provide negative feedback. Attached are three photos for reference: one displaying the received masks, another showing the product description along with an image of my intended purchase from your website, and the last one depicting the brand and model number of the ordered product.
Reported by GetHuman4686479 on Tuesday, April 21, 2020 2:32 AM
We ordered a suitcase cover and received notification that the delivery was successfully completed! Unfortunately, the item has not arrived. Our previous delivery was only successful because the street name was miswritten as "Animalstreet," luckily the mail carrier figured it out. We corrected the street to Tiergartenstraße 13, but the change was not made. We paid for the delivery by credit card and we would like to receive the item! The order number is [redacted][redacted], ordered on February 13, [redacted], allegedly delivered on April 19, but not to us. Please investigate the whereabouts of our delivery. Best regards, Mohnke
Reported by GetHuman-tmonkeyo on Tuesday, April 21, 2020 9:28 AM
Hello, When I shop at your store and spend hours looking at your beautiful items, if a similar dress is shown to me at a lower cost, it is normal for the customer to click to view the offer. I was never informed that these could be long-distance charges. I am a very good customer, and this has never happened before. Why have I been charged by AliExpress London these past two days, with proof to back it up? Therefore, I want and insist on a full refund of these charges as well as the taxes. This is the first time I have been charged these fees, and if this issue is not resolved, I will close my account, as well as those of my entire family and friends.
Reported by GetHuman-layda on Tuesday, April 21, 2020 7:33 PM
The seller for order [redacted][redacted] shipped my item to the incorrect address or possibly provided a different tracking number for another transaction. Despite being advised to check with the post office or within my family, the seller acknowledged the error before the item reached someone else in a different city. However, Aliexpress indicates the item is marked as ‘delivered,’ when in reality, it was received by another individual. Unfortunately, their system does not address this issue, as I am unable to dispute the situation and only receive automated responses. Additionally, the dispute resolution favored the seller based on tracking information, leaving me unable to contest the decision. It is unfortunate that I must rely solely on the seller's goodwill without appropriate tools to address this matter. This situation is extremely frustrating as I have not received my item, and Aliexpress has deemed me ineligible for a refund, with no opportunity for me to present my perspective or evidence. This experience has been disappointing.
Reported by GetHuman4694341 on Wednesday, April 22, 2020 9:20 AM
Good day, I have two disputes that were supposed to be resolved by the 18th of this month of April. As a diamond client of Aliexpress, I am concerned about the delay in taking the appropriate actions. I have sent several messages to the seller and emails without receiving any response. I appreciate you processing the refund as soon as possible as I have been economically and commercially affected by not having my money or the parts. I paid an additional amount requested by the seller for the shipment of the goods through a fast transport company. I requested DHL, but the seller used EMS, and after 40 days, the package is still in the country of origin. Order number: [redacted][redacted] Additional payment order: [redacted][redacted] EMS shipping tracking: EV[redacted]01CN Thank you in advance for your assistance. I am a freelance worker who has chosen to shop on Aliexpress for the guarantees provided during purchases. Thank you.
Reported by GetHuman-dagesulo on Wednesday, April 22, 2020 2:43 PM
I've been an AliExpress customer for at least three years now and have never encountered a situation like this before! I am contacting you regarding a dispute I am experiencing with an order I made and have some concerns about it. The order ID is [redacted][redacted], and the tracking number provided by the seller is LO[redacted]15CN. I placed the order on Feb 05, [redacted], but decided to open a dispute as it was marked as delivered but never arrived. Despite AliExpress support stating the package was delivered based on the system information, I confirmed with my local post office that the package was actually delivered to a different city. Although the shipment details were accurate, and delivery was tracked, I have not been able to reach an agreement with the seller even after continuous communication. They keep requesting cancellation of the dispute and are offering a refund of 0€. My queries at this point are: 1) Is it advisable to cancel and re-open a dispute? I have read online about potential scam schemes related to this. 2) Should I trust a seller who insists on canceling the dispute rather than addressing the actual issue? 3) Will I eventually receive the refund? Thank you in advance for your help. Best regards,
Reported by GetHuman-tjvgz on Friday, April 24, 2020 12:43 PM
I decided to purchase a meditation pyramid from the AliExpress website after being satisfied with the price and product description. Upon placing the order, I contacted the seller to ensure it was processed correctly and matched the description on the site. To my surprise, the seller responded saying the product (Meditation Pyramid) was smaller than expected. I provided the information from their AliExpress listing, and the seller admitted to an error in displaying the product with different measurements. The seller then sent me the measurements and prices in a way that differed from their public listing, offering me the larger, more expensive Meditation Pyramid I originally wanted at a 20% discount due to their mistake. They asked for an additional 50 euros for shipping, despite their website stating free shipping via DHL. I accepted to cover the cost difference and additional shipping fee. I believe the seller should take responsibility for not clearly stating any customs fees or taxes related to the DHL delivery. I have informed the seller of this discrepancy, but they have not addressed it. I feel misinformed and that AliExpress should intervene to ensure sellers accurately inform customers about any additional fees and make the seller correct their page while refunding the 50 euros for shipping costs.
Reported by GetHuman4708996 on Friday, April 24, 2020 1:18 PM
I bought a wig from Dream Beauty Official Store on AliExpress. Before it arrived, I contacted the seller to cancel my order as I had changed my mind. They instructed me to return the wig for a refund on both the wig and shipping fees upon receipt. I complied, however, they reported that the wig is held by customs. The seller has not taken any action to release the package or issue me a refund, despite my pleas. I am seeking a refund of $[redacted] for the wig and shipping. I am able to provide proof of our agreement and the seller's neglect in addressing this matter with customs.
Reported by GetHuman-moriahcu on Saturday, April 25, 2020 5:11 PM
I am seeking assistance with an issue regarding a seller, KingSpec SSD Factory Store, and your system. Due to the Coronavirus situation, support is limited, and the seller seems to be aware of this. Despite my attempts to file a complaint, the seller has provided false tracking information stating that the item was delivered, which it wasn't. The tracking number is GV[redacted]20GB, and the seller insists that I have received the order, even though I haven't. They overpriced the item, resulting in it being held until I pay an additional quarter of the price, making it more costly than purchasing locally. Despite trying to pay for it, I have faced difficulties due to the pandemic affecting Royal Mail's payment processing. I have proof of my payment attempts using PayPal. I hope this situation can be resolved, and I request a refund and a warning to the seller to be more cooperative in the future and not exploit the current circumstances. I will avoid KingSpec SSD Factory Store in the future. Thank you.
Reported by GetHuman-aliexpr on Saturday, April 25, 2020 10:24 PM
I bought an item that was nothing like the description, had a strong burnt rubber smell, and was already falling apart on delivery. I spent $75. Alixpress is asking me to pay over $[redacted] to ship the package back with tracking to China from Canada to receive a refund. I don't believe I should bear the cost of returning an item that was misrepresented by the seller on the Alixpress website, especially when the return shipping fee exceeds the value of the item. Additionally, I am unable to reach a live customer service representative through Eva on Aliexpress.
Reported by GetHuman4727316 on Monday, April 27, 2020 10:47 PM
Good evening, I have placed orders on Aliexpress before, typically shipped from China, and they usually took 15-20-30 or 45 days, fulfilling the delivery as advertised, often even arriving sooner. Recently, I placed orders from stores claiming to ship from Spain with an estimated delivery of 10-12 days for an additional fee. They even guarantee delivery within that time frame if paid on the same day. However, one order was delivered to a different address, others lacked tracking numbers, and some were sent after the promised delivery date. I had never faced issues with deliveries before, as I usually received my purchases around the estimated time. The most frustrating part is that they promise and advertise something that isn't true. Knowing the actual shipment and delivery dates would have alleviated concerns about reasonable delays. It is baffling how they claim to ship from Spain when it is actually from China and furthermore delay the shipping process. Some stores lack communication, offering only vague promises of patience with no real information. Thank you for your attention and kind regards.
Reported by GetHuman4727607 on Monday, April 27, 2020 11:45 PM
Bonjour, J'ai récemment acheté une caméra de recul pour mon véhicule en payant [redacted],90 € sur un site. Après installation, le décodeur a supprimé des options de mon véhicule. J'ai contacté le vendeur qui a affirmé que le produit était correct. J'ai ouvert un litige en fournissant des vidéos et des photos comme preuve. Le vendeur propose un remboursement partiel de 60 €, mais je devrais renvoyer le produit à mes frais pour obtenir un remboursement complet. Les frais d'envoi de France en Chine sont élevés. J'ai accepté de renvoyer le produit si les frais de transport sont remboursés, mais ma demande a été ignorée et j'ai seulement reçu un remboursement partiel automatique. Je souhaite savoir comment obtenir un remboursement complet car l'article est défectueux, sans que cela paraisse être un caprice.
Reported by GetHuman-k_arous on Tuesday, April 28, 2020 4:23 AM
Hello, I purchased two sets of Lego from AliExpress with the following order numbers: [redacted][redacted] and [redacted][redacted]. Regrettably, I was charged VAT by Customs for each order, along with a processing fee of £8, totaling £11.55 for each order. The seller marked the value as $20.86, which exceeded the £15 limit. They did not anticipate that I would incur this tax, assuming the amount would fall below the threshold for UK VAT. I have been in contact with the seller and provided all necessary documents to demonstrate the tax payment. I am awaiting a response from the seller and hope they will address the tax issue. If I had purchased fewer items or if the seller had declared a lower value or shipped the items in separate packages, I would have avoided this tax. Despite benefiting from free shipping, consolidating my order has resulted in additional costs for the tax. I believe it is unjust that I have been required to pay this tax and would appreciate any assistance in resolving this matter. Thank you, Greg M.
Reported by GetHuman-robotgre on Wednesday, April 29, 2020 1:40 PM
Dear AliExpress, I need to report a concerning issue with a supplier on your platform. I made a purchase (order number [redacted][redacted]) in January from the CarSight Store, but my item hasn't arrived. After the buyer protection period ended, I opened a dispute which the supplier asked me to cancel, promising to ship the product. Sadly, no progress has been made since. Oddly, the transaction shows as successfully delivered in the system. Furthermore, I couldn't review the product. I suspect the supplier is fraudulent, and I've lost $[redacted].12 in this transaction. Below is a summary of our communications: 18/01/[redacted] Supplier: Please provide your car model and year. Buyer: Discovery Sport [redacted] HSE with Meridian speakers. Supplier: What's your car screen size? Buyer: 8 inches. 06/04/[redacted] Supplier: Cancel the dispute; we'll ship a new product. 12/04/[redacted] Buyer: Dispute canceled. What's next? 13/04/[redacted] Supplier: I'll update you with logistics today. 14/04/[redacted] Supplier: DHL tracking number [redacted]. 24/04/[redacted] Buyer: No progress; I might reopen the dispute. No product has arrived, and DHL tracking shows no movement. How can I recover my funds? Thank you.
Reported by GetHuman-oyuuni on Wednesday, April 29, 2020 3:12 PM
I recently made significant purchases from LynnLynn Fitness Store for my dropshipping business, focusing on their 38 MM battle ropes. Unfortunately, I have noticed that a substantial number of tracking numbers indicate delivery to Russia instead of the United States, where my customers are located. For example, order number [redacted][redacted] was delivered to Russia. Despite reaching out to the seller for clarification, I have not received a satisfactory response regarding whether my products were misdelivered or if incorrect tracking numbers were provided. This situation has resulted in numerous refund requests from customers who believe I have not fulfilled their orders, causing significant financial losses. I am deeply concerned that my orders may have been sent to the wrong recipients. This experience is particularly troubling as I have not encountered similar issues with other suppliers on Aliexpress before. I would appreciate any assistance in resolving this matter.
Reported by GetHuman4738490 on Wednesday, April 29, 2020 5:00 PM
Good afternoon, I placed an order for a foldable treadmill from BILLNA Treadmill Store on March 29, [redacted], through AliExpress with order number [redacted][redacted], for €[redacted].17, which I have already paid. According to the AliExpress page, the seller shipped the item on April 8, [redacted], at 3:18 PM with tracking number [redacted][redacted]. Today, on April 29, I received three messages from the seller. The first message on March 29 at 2:23 PM asked me to cancel the order because they only ship to Russia. The second on April 5 at 3:35 PM threatened that I would have to pay $[redacted]-[redacted] for customs and asked me to cancel the order again. Finally, on April 28 at 1:00 AM, they stated that due to the coronavirus, they can only send the item to Russia. Now, I see on AliExpress that the same product is priced at €[redacted].39 for Spain, using the same shipping method I chose. It seems the seller wants me to cancel so they can resell it at a higher price. The tracking information is also said to be unavailable. This situation lacks respect, manners, and professionalism towards the customer. I request information on the status of my order since AliExpress states it's shipped, but the seller claims they cannot send it. The seller has left me confused. Waiting for your kind response, warm greetings from Spain. Thank you.
Reported by GetHuman-chusguti on Wednesday, April 29, 2020 5:58 PM
I am Sascha Morris. I am a devoted Amazon Prime member since [redacted], spending an average of $40,[redacted] annually on Amazon. Recently, I faced extreme challenges, including emergency back surgery in January, followed by a burglary at home upon my return on March 25, [redacted]. All my personal belongings, credit cards, and money were stolen, and my identity was compromised with fraudulent charges, resulting in my Amazon account being locked. I have taken steps to report the incidents to the authorities. I am reaching out to request the unlocking of my Amazon account to continue providing for my family during this difficult time. I have been tirelessly working to restore my life and hope to regain access to my Amazon account soon. Thank you for your assistance. Sascha Morris
Reported by GetHuman4742143 on Thursday, April 30, 2020 5:16 AM
I ordered some hair extensions from the seller "Sapphire Hair Shop" on Aliexpress (order: [redacted][redacted]) on April 10, [redacted]. The seller claimed to have shipped my package via DHL on April 14, [redacted] at 11:15 am. Two weeks later, the tracking status still shows "Shipping information received." I contacted the seller multiple times asking about the package's whereabouts. They insisted it was given to DHL. Upon checking with DHL, they confirmed they had not received the package. The delivery timeframe was between April 17 and April 24. I informed the seller that if there was no update by the 24th, I would request a refund, which they agreed to. On the 25th, there was still no progress, so I initiated a dispute for a guaranteed refund, upsetting the seller. They insisted the dispute would be rejected, claiming we had an agreement and that I was causing them to lose their job. Subsequently, the seller resorted to blackmail by offering an immediate refund in exchange for a 5-star review, despite the lack of tracking updates or receipt of the package. They now propose €0 in the dispute, falsely asserting they refunded me when no such transaction occurred. Also, the email address they used, "[redacted]," is not mine. My actual email is "[redacted]" This seller is dishonest, and I seek full reimbursement and actions taken against their behavior. Your assistance is appreciated.
Reported by GetHuman-juliaepo on Thursday, April 30, 2020 10:18 AM
I purchased a wig from your website, and the payment was confirmed in my bank account. However, when I tried to track my order on the site, I couldn't find a confirmation code. The website indicates that there was no record of my order, which is concerning. I'm worried about the $93.67 I spent without knowing the status of my purchase. I provided my address during the order process, but the site doesn't recognize my email address. It's puzzling how the payment went through without a registered email. I believe there should be restrictions on completing purchases without a verified email. The email verification request came in a day after I made the purchase. Can you assist me in locating my order?
Reported by GetHuman-jakiadil on Thursday, April 30, 2020 4:55 PM
I purchased Brazilian hair, but it did not meet my expectations. After contacting the seller about the poor quality – a mix of short and long hair sewn together – she agreed to a full refund upon return. Concerned about the return costs, she offered to reimburse me. Wanting my money back, I returned the hair. However, before receiving the returned item, the seller proposed a partial refund, with the rest to follow after she got the hair back. Once she acknowledged receiving the hair, she claimed to have issued a full refund, asking for a positive review on her website in exchange for the postage refund. I declined, as the money had not been fully returned. Despite repeated inquiries, the funds have not been refunded even after a month. Each time I followed up, the seller simply replied with "ok." This lack of refund is unfair, as I'm out the initial hair purchase amount and the return postage.
Reported by GetHuman4752215 on Friday, May 1, 2020 5:53 PM

Help me with my AliExpress issue

Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!