AliExpress Customer Service Issues

Archive 68

The following are issues that customers reported to GetHuman about AliExpress customer service, archive #68. It includes a selection of 20 issue(s) reported May 3, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My Aliexpress account has been suspended or deactivated, and I am looking for assistance on how to reinstate it. While I can still make purchases, I encountered an issue when attempting to open a dispute for an item that had not yet arrived, resulting in a suspension that prevents me from providing feedback or filing disputes. The problem stemmed from a dispute regarding a pair of shoes I purchased that were too small. Initially, the seller did not approve the dispute, and after a while, it escalated to a return and refund by Aliexpress without compensation, leading to my account suspension. Additionally, a previous dispute drew Aliexpress' attention, even though it had been resolved, further complicating the situation. I have heard that filling out a form could reactivate my account, but I am unsure of where to locate it. Despite having opened disputes in the past without issues, this recent incident has significantly impacted my account. Any guidance on resolving this matter would be greatly appreciated.
Reported by GetHuman4760478 on الأحد ٣ مايو ٢٠٢٠ ١٣:٢٧
Hello, I recently made a purchase (Order n. [redacted][redacted]) and shortly after payment, the seller, Krystal, messaged me thanking me for the order. They requested that I share their products with friends and offered cooperation for those familiar with fishing products. They also indicated that the color I chose was out of stock and asked if I could change it. Despite this, I still want the product as advertised on the homepage. Thank you for your assistance. Best regards.
Reported by GetHuman-ceborge on الإثنين ٤ مايو ٢٠٢٠ ١١:١٥
Hello, I am reaching out today regarding the seller (TP MAKEUP STORE, HENNY Liu’s store) I used to work with. Recently, the orders I have been placing with them have been sent to the wrong address with incorrect tracking numbers. When I asked for an explanation, the seller requested me to seek a refund directly through the Aliexpress platform. Is it possible to cancel all my orders with this seller in one go? Or do I need to cancel them one by one?
Reported by GetHuman4771845 on الثلاثاء ٥ مايو ٢٠٢٠ ١٣:٠٢
J'ai passé plusieurs commandes sur AliExpress sans jamais rien recevoir. En revanche, mes commandes sur d'autres sites sont arrivées normalement. J'ai tenté d'ouvrir un litige pour un remboursement sur AliExpress après trois mois d'attente, mais ils ont refusé en indiquant que ce n'était pas possible. Je suis frustré par cette situation. Plusieurs fournisseurs m'ont mentionné un problème d'adresse, assurant qu'ils me rembourseraient, mais je n'ai toujours rien reçu. Pouvez-vous m'apporter votre aide pour obtenir un remboursement ?
Reported by GetHuman-hajarric on الثلاثاء ٥ مايو ٢٠٢٠ ١٦:٥٠
I have multiple orders on Aliexpress. Tracking seems unreliable due to Corona. I have not received two orders marked as delivered in the list. There are other items that have supposedly left China a month ago but have shown no movement. They might end up marked as delivered soon too. I received a delivery I didn't order or pay for. It's chaos here.
Reported by GetHuman4777873 on الأربعاء ٦ مايو ٢٠٢٠ ٠٨:١٧
Order: [redacted][redacted] Package Information: LO[redacted]38CN Dear Seller, The package for my order [redacted][redacted] has been confirmed to have never left the original country. I have not yet received any packages from you. As a result, I have initiated a dispute. AliExpress has ruled in my favor, stating that I am entitled to a full refund from you. Up to today, more than 12 working days later, I have not seen this refund processed on my end. I request that you transfer the amount of 23.48 € to my account (Account No.: on file) within the next 5 business days. Please notify me once the transfer has been completed. I hope this resolution will bring an end to this dispute. Looking forward to a positive response. Best regards, Jörg Heinrich
Reported by GetHuman4779014 on الأربعاء ٦ مايو ٢٠٢٠ ١٣:٣٤
On 02/04/[redacted], I made a purchase from an AliExpress affiliate, possibly E-SPORT GAME, but I can't recall the exact name. I bought three products: 1. ASUS Max Pro M2 ZB631KL 64GB for €[redacted]; 2-3. A cover and a screen protector for the ASUS, totaling €[redacted].39. I paid for all three products immediately with my credit card to AliExpress Pocket. The payment was authorized and registered under an unspecified number S-[redacted] with the charge appearing on my credit card statement. As of today, I have not received any order confirmation via email or the purchased products. Additionally, I have checked My AliExpress account (email: [redacted]), and there are no orders showing. What can I do to track my order or cancel it and request a refund for the amount paid?
Reported by GetHuman-gigibarb on الأربعاء ٦ مايو ٢٠٢٠ ١٧:١٨
Hello, I would like to report an issue with an order I made on AliExpress. The seller informed me that the item I purchased was in poor condition and discontinued due to coronavirus-related production delays. I attempted to open a dispute, but the only options provided are for a wrong address or logistic issues. I selected logistic issues and shared the message from the seller, but AliExpress has only sent an automatic response and has not refunded my money yet. I am seeking assistance in resolving this matter promptly. Thank you.
Reported by GetHuman4783571 on الخميس ٧ مايو ٢٠٢٠ ٠٠:٠٥
Order number [redacted]. I reside in the UK. I received my item and decided to return it for a refund because I found a better product from the same seller. Upon initiating the return process for order [redacted], I faced issues with the return address. Despite contacting the seller through messages, I resorted to checking the item description which indicated a return address in China. I shipped the item back to that address using Royal Mail tracking. The seller claims that I sent it to the wrong address, hence, they refuse to issue a refund. Communication with the seller was confusing, and while I provided tracking details and the postage receipt, they maintain I won't receive a refund for order [redacted].
Reported by GetHuman4785217 on الخميس ٧ مايو ٢٠٢٠ ١١:٤٤
I ordered a face mask and requested the seller to cancel the order multiple times, but received no response. Despite this, the seller proceeded to ship the order. Due to the COVID-19 situation, the delivery person left the package at my doorstep after speaking with customer service, who advised against receiving it. I've since asked the seller for a return label, but only received their address in China without the label. Upon opening the order, I discovered it did not match the description provided. I am hoping to get a refund and the return label to send the order back. Any assistance would be greatly appreciated as it seems like the seller may be attempting to scam me by sending the order without proper communication or response to my messages.
Reported by GetHuman-bettyaje on الخميس ٧ مايو ٢٠٢٠ ١٢:٥٧
Dear Team, As a longstanding diamond member, I recently encountered an issue with an order I placed. After realizing I needed to make adjustments right after payment, I promptly cancelled the initial order and placed a new one with the same seller. Unfortunately, the funds for the cancelled order had already been deducted. Both the seller and I have agreed on a refund for the cancelled order. Once the refund is processed, I will proceed with the payment for the new adjusted order, which is currently pending payment. I kindly request a swift refund so I can promptly proceed with my new order. Order ID: [redacted][redacted] Seller's Store: Store No.[redacted] (QianBei Official Store) Amount: US $[redacted].64 Thank you for your prompt assistance. Best regards, Anders O.
Reported by GetHuman4785572 on الخميس ٧ مايو ٢٠٢٠ ١٣:٠٠
Hello, I have a complaint regarding order n/[redacted][redacted]. I have not received the order at any point. The first time I raised the issue, I accidentally pressed the dispute button. They asked me to remove it and assured me that I would get the order. After many days, I raised the issue again. They mentioned that packages sometimes get lost and advised me to open a dispute for a refund. However, Aliexpress stated a refund of 0€. I am upset with this response, as the seller's message clearly stated that I would get a refund if I opened a dispute. I escalated the issue to Aliexpress resolution and I am still waiting for their response to my complaint. Additionally, the status of the order shows that I received the package, which is not true. I'm confused by this situation. I hope to hear from you soon. Thank you.
Reported by GetHuman-bmanuelg on الخميس ٧ مايو ٢٠٢٠ ١٤:٤٦
I am writing to report an issue with my order on SZFR Sellers from May 5th. I have been waiting for ten USB rechargeable lighters that I purchased for a total of $17.28. Despite being a loyal AliExpress customer for two to three years, I have not received my items. My email is [redacted] It seems like the seller has no intention of delivering the goods after taking my money. I contacted them about the disappearing orders, but they have not been helpful. I just want a refund of $17.28. Please assist in resolving this matter. Thank you.
Reported by GetHuman4790450 on الجمعة ٨ مايو ٢٠٢٠ ٠٥:٥٠
Order Number: [redacted][redacted] I have been having issues with a seller since [redacted]-03-28 08:14 through DHL_FR. They offered free shipping with an estimated delivery time of 2-7 days, which was supposed to be shipped within 5 days. Despite opening two disputes, I have not received the item after waiting for a month. I understand the impact of COVID-19, but I am requesting an immediate refund as the item hasn't arrived. It was supposed to be delivered in 7 days using DHL, but the tracking on AliExpress showed no progress. While I have received other orders from different sellers, this particular one has been unresponsive. I am seeking a refund promptly as per the seller's website policy of reimbursement within 15 days. Your urgent response will be appreciated. Thank you.
Reported by GetHuman-manumd on الجمعة ٨ مايو ٢٠٢٠ ٠٩:٠٦
I recently tried to order a 52mm Bigbore cylinder kit for a 4-stroke 139QMB engine from you. I encountered some issues with entering the delivery address. Please make it clear whether to enter it in German or English. However, that's not the main problem. When I tried to make the payment, I faced the following options: Option No. 1: Maestro Card. The card number on my card only has 10 digits. Option No. 2: Klarna Transfer. Klarna knows me from my previous purchases on Wish. I do not have an account with them. Option No. 3: Instant Payment. Another bank institution. Where is the issue, for heaven's sake? Please send me your bank details, provide a reference or identifier for the ordered item, and I will transfer the invoice amount directly to your account. Let's keep it simple and straightforward, without all the hassle and confusion you are causing here.
Reported by GetHuman-nielsf on الجمعة ٨ مايو ٢٠٢٠ ١٠:٤٩
I am having difficulty tracking my N99 mask order. The email I received from AliExpress about my order did not provide clear information and confused me. Could someone assist me in finding out when I can expect my package to arrive? Thank you.
Reported by GetHuman4795266 on الجمعة ٨ مايو ٢٠٢٠ ٢٣:٥٩
On April 17th, I canceled three items I bought on AliExpress. They informed me that it would take 3 to 15 business days to refund the money to my credit card. Yesterday, on the 8th, the deadline passed for them to send the money back to my credit card, and I still have not received it. Thank you in advance. I need someone to address this issue because I have tried to contact AliExpress and have been unsuccessful through the Help Center or Customer Service.
Reported by GetHuman-camejoje on السبت ٩ مايو ٢٠٢٠ ١١:٥٩
I purchased items from Aliexpress expecting domestic shipping in the Czech Republic with a 4-10 day delivery timeframe. However, the seller sent it from China, leading to a 3-week delay. The seller used a shipping label for local delivery, shipping it from China to a Czech warehouse before sending it to me. My local shipping company gave me the original China tracking number for monitoring. How can I request a refund for this late delivery and incorrect shipping location? The seller's actions caused a delay and did not adhere to the agreed-upon shipping terms. I appreciate any guidance on resolving this issue.
Reported by GetHuman-klapuch on السبت ٩ مايو ٢٠٢٠ ١٧:٤٨
I bought hair from Nadula Hair through AliExpress. Initially, their responses were quick, and they promised same-day shipping post-payment, which did not happen. The communication delays ensued, and the shipping label was only generated ten days after my purchase on April 29, [redacted]. Reviews online suggest they have a bad track record of not fulfilling orders. I attempted to get a refund upon realizing the situation, but they claimed the product was already shipped. Contacting DHL revealed the package hadn't been dispatched, only the label was created. They are not sending out products, especially the bundles I ordered that are apparently out of stock. Now, they are refusing to reimburse me. I need assistance with this issue.
Reported by GetHuman4800504 on الأحد ١٠ مايو ٢٠٢٠ ١٣:٠٨
Hello Ali team, I have opened a dispute regarding order number: [redacted][redacted]. I am not satisfied with the outcome. I have updated with new evidence that the shipment cannot be located in the Nederland post system. New updates as of May 10th: The tracking number provided by the seller is not valid with the local post service, and although the package is said to be from France, the documentation from the seller states China, which raises suspicions of misinformation. The Dutch post service is considered reliable, and I believe the seller's information may be false. Additionally, from the screenshot provided, the tracking code partially shown is not related to my shipment. As a gold member, I have no reason to deceive regarding a small order, however, I do not appreciate falsified information. Thank you for your attention to this matter. Regards, Liza S.
Reported by GetHuman-lizasong on الأحد ١٠ مايو ٢٠٢٠ ١٣:٢٨

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