AliExpress Customer Service Issues

Archive 70

The following are issues that customers reported to GetHuman about AliExpress customer service, archive #70. It includes a selection of 20 issue(s) reported May 19, 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 purchased more than 15 clothing items from various sellers on AliExpress. Unfortunately, I lost access to my previous email when my phone broke, causing me to lose all order tracking details. Despite creating a new account, I still do not have any information on the orders I made back in early March, and it's been over 2 months without receiving any of the items. I've reached out to AliExpress multiple times explaining my situation, but their responses are repetitive, only mentioning that they will process my request eventually. I've spent $[redacted] on apparel with them, but they have not assisted in tracking down my orders. I can't access the previous email address associated with the orders, [redacted], and now I'm using [redacted] I simply want to receive the items I ordered, but AliExpress has been unhelpful. Sadly, I won't be using their services again due to this unpleasant experience.
Reported by GetHuman4844643 on вторник, 19 мая 2020 г., 22:08
Hello, During my last order on Sunday, I encountered significant issues on your website. Four times the items in the cart disappeared without any payment request appearing. Upon checking my bank account tonight, I noticed that you have charged me four times. I immediately contacted the sellers to cancel everything, but I have not received any response, and some have seemingly already shipped the goods. I cannot accept this; it's my second order on your site, and I am very disappointed. I kindly request a refund for all the charges made as it seems to be a bug on your site that is responsible for this. I will not accept the packages upon arrival if the sellers ship my order four times. How is this even possible? The only order that prompted a payment request was the fourth attempt. Please resolve this situation promptly and refund me on my credit card. Tomorrow, I will contact my bank to inquire about blocking all these charges. Thank you for being honest and taking the necessary action. Best regards, Hélène V.
Reported by GetHuman4844661 on вторник, 19 мая 2020 г., 22:12
I made a purchase from A LOT OFFICIAL STORE on May 4, [redacted]. My tracking number is [redacted]08. The estimated delivery date was May 12, [redacted], but the package did not arrive. The tracking information became unavailable, then reappeared with an expected delivery date of May 19, [redacted]. The item still did not arrive, and when I checked on May 20, [redacted], it showed the package was in BEGING CHINA, far from my location. I asked for a refund due to the delays and the item not being delivered on time as promised. Despite my request, the seller has not agreed to refund me yet. The inconsistent tracking information and the item's delay have caused me frustration as I needed the wig by a specific date. I am disappointed with the situation and would like a resolution.
Reported by GetHuman4851127 on четверг, 21 мая 2020 г., 3:02
Hello. In March [redacted], I bought a cell phone on AliExpress. The phone arrived to me damaged. For over a year, I've been trying to reach an agreement with the seller, but unfortunately, it's been unsuccessful. He told me to send the phone to Poland to his service (Doogee)... I sent it at my own expense! However, the phone came back to me still broken (not repaired). Then the seller asked me to make a video showing the issue... I did that as well. However, for the past 2 weeks, I have lost contact with him. He's not responding anymore. I've messaged him on AliExpress and emails... I would appreciate any help you can offer. Regards.
Reported by GetHuman-agdawie on четверг, 21 мая 2020 г., 8:40
Dear Sir/Madam, I am writing to request a refund for two unauthorized charges on my credit card from Aliexpress. Despite multiple attempts to reach out through their chat support, I have been unable to resolve the issue as the orders do not appear in my history. The transactions in question were made on 01-12-[redacted] for $21.17 and on 04-13-[redacted] for $38.96, both with my card ending in [redacted]. I kindly ask for prompt assistance in processing a refund or providing an invoice for these transactions. Please do not hesitate to contact me if further information is needed. You can reach me at [redacted] or [redacted]. Thank you for your attention to this matter. Sincerely, Mahzel Thompson
Reported by GetHuman-missmahz on пятница, 22 мая 2020 г., 23:31
I have encountered an issue with a purchase I made on AliExpress. I bought a Samsung Galaxy A90 5G, but the phone arrived damaged. The screen freezes, and the phone randomly shuts down and restarts on its own. I paid [redacted] euros for the phone plus an additional 47 euros for customs, totaling [redacted] euros, but I haven't been able to use it. I contacted the seller, but they didn't provide a satisfactory solution. I have been trying every day to reach customer service, but I always get a response from a robot. Please assist me in finding a resolution.
Reported by GetHuman-terapela on суббота, 23 мая 2020 г., 7:41
I filed a dispute because I haven't received my item. However, I keep receiving automated emails instructing me to wait for 10 days. Once the 10 days pass, I receive the same email again. I'm unable to take any further action or reach out to anyone to understand why I haven't received a refund for this purchase. I'm hoping AliExpress can promptly process a refund for me or provide me with a way to communicate with someone to address this unresolved dispute. Additionally, the seller has been unresponsive to my messages, and I've noticed negative reviews from other buyers who also haven't received their items after my transaction.
Reported by GetHuman-shaneyl on суббота, 23 мая 2020 г., 12:35
I have not received my order #[redacted][redacted] yet, and it has been over 2 months now. The buyer protection is almost expiring, and the seller extended it for another month, avoiding the refund. I urgently need this product as it is essential, especially in my line of work. I understand the current situation with shipping delays due to COVID-19, but considering these are masks, it's crucial. Despite reaching out to customer service, the response was unhelpful, and the shop insists on extending the buyer protection period. AliExpress also hasn't provided a resolution, claiming it's still under buyer's protection. This situation is distressing, and if it cannot be resolved, I would like to escalate this matter to a supervisor. It would be helpful to have a direct contact number for further assistance.
Reported by GetHuman-siva_lit on суббота, 23 мая 2020 г., 13:50
Hello everyone, I recently purchased tailpipes on AliExpress Exhaust, and encountered some issues with my orders. Initially, I accidentally ordered the wrong tailpipes and cancelled the order the next day. However, the payment was debited immediately. I would appreciate a refund of this amount. The following day, I reached out to the seller and successfully ordered the correct exhaust tailpipes. This time, the payment went through without a hitch, which was a relief. I'm not sure how it occurred, but I noticed another debit for the same amount. I'm unsure if this was an error on my end or a technical glitch. I only intended to place one order and have one corresponding debit from my bank account. To resolve this, I would like to cancel the two incorrect orders and have the amounts refunded.
Reported by GetHuman-melihoe on суббота, 23 мая 2020 г., 14:35
I purchased a large vase online, but received a tiny mini stone pig instead. The seller has been unresponsive, and my attempts to contact them have been blocked. I lost 50€ in this transaction. I understand that on AliExpress, merchants self-declare their information, but they are supposed to ensure it is accurate. However, the lack of assistance I have received is disappointing. Despite my efforts to seek support, I have been ignored. This makes me feel let down by AliExpress as a large corporation. The help center's suggestions have been unhelpful, suggesting I contact the seller privately, but I could not find their contact information anywhere. It's frustrating to be ignored and left in this situation. I feel let down and disappointed as a customer.
Reported by GetHuman-pumawolf on воскресенье, 24 мая 2020 г., 11:54
Hello, I'm reaching out regarding a delayed return ticket for a synthetic hair order with number [redacted][redacted]. The seller promised a free return ticket, but now there are only 18 hours left to ship the goods back from the Netherlands to China. The seller has not provided the ticket on time, causing issues with the return process. Additionally, they provided a false track and trace number, GD [redacted]31 for TNT post, which needs correction. I request an extension on the return policy until the goods are back with the seller, ensuring a refund from AliExpress. Could your customer service assist in rectifying the track and trace information to the correct one? I appreciate your prompt attention to this matter. Thank you, Shailina.
Reported by GetHuman4870571 on вторник, 26 мая 2020 г., 13:56
Dear customer service team, I am Charles Mulang Kadind, a diplomat, and I hold a Diplomatic ID Card CD32.[redacted]-8.CGPI/MRE in Brasilia, DF. I am inquiring about an EMS Merchandise - Import shipment with the tracking number EX[redacted]77SG and order number [redacted]6 [redacted]2, containing 9 shirts purchased from the AliExpress store. The package was intended for delivery in Brasilia but is currently held in customs in Sao Paulo. I kindly request assistance in retrieving my package in Brasilia. Thank you for your attention to this matter. Warm regards, C. M. Kadind.
Reported by GetHuman-mulangch on вторник, 26 мая 2020 г., 15:50
Subject: Disappointed with Aliexpress Order - Seeking Resolution Hello, I am reaching out regarding Order ID: [redacted][redacted]. This was my first purchase from Aliexpress, and I must say, I am quite dissatisfied with the experience. Upon receiving my item, I discovered that it arrived in a torn box and was missing the instructions. This renders the item practically useless to me. Additionally, receiving a product in a previously opened and possibly used condition is not acceptable to me. After raising the issue with Aliexpress and uploading relevant photos, they have offered a refund. However, I am disappointed that they did not provide a complimentary prepaid shipping label for the return. It is disheartening to learn that I would need to return the item to China at my own expense, especially considering I paid extra to have it shipped from the United States. I kindly request a free prepaid shipping label along with a domestic U.S. address for the return. A prompt refund to my credit card upon receipt of the item would be greatly appreciated. Should this not be feasible, I may have to resort to disputing the charge with my credit card provider. Thank you for your attention to this matter. Best regards, S. Grossman
Reported by GetHuman4871964 on вторник, 26 мая 2020 г., 17:20
I bought a phone on Aliexpress with 8 days DHL delivery. The seller did not dispatch my order after 5 days, ignoring my messages. Aliexpress assured me the seller would ship it in 2-3 days. Although the order status changed to dispatched, DHL only had shipping information after 2 days. Aliexpress initially refused a refund, but after providing evidence, they agreed. I must wait until Sunday, 31May20, to apply for the refund. The seller then told me DHL would not ship from China to Europe, but UPS would handle it first. I appreciate any assistance with this issue. Thank you.
Reported by GetHuman4875568 on среда, 27 мая 2020 г., 12:49
Hello, I made a purchase on AliExpress back in January [redacted] with an expected delivery time of 40 days for $[redacted]. However, after 50 days, I reached out to the seller when the status changed to delivered without receiving the item. Despite opening a dispute, the seller did not respond, and the issue was closed erroneously. Despite multiple attempts to seek help from AliExpress customer support over the past six months, I have not received any resolution. A representative previously assured me a refund within 10 days, but it has now been a month with no progress. I am seeking assistance in resolving this matter. My order number is [redacted][redacted].
Reported by GetHuman-masarwa on пятница, 29 мая 2020 г., 11:27
Hello, I am reaching out regarding two recent disputes with a seller, China NO.2 LCD Store. The first issue arose during the lockdown when I mistakenly ordered the wrong product and sought to return it using my free return option. Despite being provided with a return label, I was unable to utilize it due to the COVID-19 lockdown. The seller agreed to allow me to return the item at a later date, but upon reinitiating the return process after the lockdown, I was informed that the deadline had passed. Furthermore, my second order, a blue screen (N°2), was delivered in black. I promptly raised this concern over the weekend, but the dispute was unexpectedly closed without clarification. Despite my daily attempts to inquire about the return procedure, the responses received do not align with the return protocols. I am seeking your assistance in facilitating the return of these products and securing a refund. Kind regards, [Initials]
Reported by GetHuman4885464 on пятница, 29 мая 2020 г., 13:11
It appears that some sellers on AliExpress are engaging in questionable practices. When the tracking states to contact the support team if the order is not received by a certain date, some sellers mark it as successfully delivered on that date. This behavior is tarnishing AliExpress's reputation as many customers are now complaining. Some sellers even offer reduced refunds when issues arise. This situation is causing stress, especially for me as a person with a disability. I am considering refraining from ordering altogether, and my friends are likely to follow suit due to their similar experiences. Mrs. Olabisi D. A. urges for a resolution to this matter to restore trust in AliExpress. Thank you for your assistance.
Reported by GetHuman-doladara on пятница, 29 мая 2020 г., 17:45
Hello, I placed an order for 15.82€ on April 11th at 4:27 pm. I mistakenly used a temporary account [redacted] (phone number +39 [redacted]) instead of my regular account. I have not received an order confirmation or number for the 13 pieces of acrylic wool I purchased with the shipping address VIA DELLA GIUSTINIANA [redacted], [redacted] ROME, ITALY. My name is N. Nahid. I paid on April 11th at 4:27 pm, but have not received any communication from the seller. I have not been able to locate any information about this purchase. Could you please investigate why this order is not showing up and arrange for a refund if needed?
Reported by GetHuman4889735 on суббота, 30 мая 2020 г., 12:31
Mi scuso, devo aprire un reclamo ma non riesco ad accedere in nessun altro modo. Il mio ordine [redacted] è stato sbagliato a causa di una tastiera difettosa, ho ordinato 10 mazzi di carte invece di 1. Dopo aver notato l'errore, ho contattato il venditore per annullare l'ordine e correggerlo, ma non ho ricevuto risposta. Dopo oltre 60 giorni, ho chiesto un rimborso, ma il venditore mi ha chiesto di pazientare. Non ho accettato il pacco e desidero recuperare completamente i miei soldi. Il comportamento del venditore non è stato adeguato.
Reported by GetHuman-pirpino on суббота, 30 мая 2020 г., 13:03
I need to file a complaint about order number [redacted][redacted] due to a defective keyboard. I mistakenly ordered ten decks of cards instead of one. The seller did not respond initially when I informed them about the error and asked to cancel the order. Later, they said the order had already been dispatched. After over sixty days, I asked for a refund, but the seller asked me to wait for the delivery. If I had been home, I would not have accepted the package, but it was already in my mailbox. I want a full refund as the seller did not handle the situation well.
Reported by GetHuman-pirpino on суббота, 30 мая 2020 г., 13:13

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!