AliExpress Customer Service Issues

Archive 71

The following are issues that customers reported to GetHuman about AliExpress customer service, archive #71. It includes a selection of 20 issue(s) reported May 30, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, I recently received a radio that didn't meet my expectations. After reaching an agreement with the seller, he sent the radio to my address instead of the shop's location, causing delivery issues. Despite repeated unsuccessful delivery attempts and the item being sent to storage, the seller did not provide a satisfactory response. Consequently, I raised a dispute on AliExpress within the allotted time frame, which unfortunately ended in the seller's favor. I contacted AliExpress again, and they advised me to wait for 3 to 5 days while they investigate the situation. The seller has attempted to pick up the radio from the post office, but I have neither received the radio nor the refund for the purchase and shipping. I am hopeful that AliExpress will assist me in resolving this matter. Thank you for your attention.
Reported by GetHuman-spforzh on Saturday, May 30, 2020 5:40 PM
I have placed multiple shoe orders at the Merkmak Factory Store. They accepted and shipped some orders, but are now requesting to cancel all of them. I urgently need them to refund the payments made so I can proceed with paying another supplier for my customer’s orders. Thank you.
Reported by GetHuman-augorra on Saturday, May 30, 2020 7:45 PM
I recently made a purchase on AliExpress with a 23-day delivery guarantee. The website clearly states that if the item does not arrive within the guaranteed time, a full refund is due. When I raised a dispute, I requested half of the paid amount due to the impact of Covid-19 on deliveries. However, the AliExpress case management team intervened and decided on a refund of USD [redacted].44 without requiring me to return the item. Despite this, I am asked to provide a package label number for return on the dispute site to receive the refund, contradicting the initial judgment. The dispute is now closed, and my attempts to seek assistance have been unsuccessful.
Reported by GetHuman-emilrahi on Saturday, May 30, 2020 11:28 PM
Hello, I recently purchased a laptop battery from AliExpress, and unfortunately, it was not of good quality. I raised a dispute with AliExpress and provided picture and video evidence as requested. The seller also admitted the issue and agreed to send a replacement if I closed the dispute. However, when I went to do so, I found that AliExpress had already closed the case as invalid, meaning I have lost my money without receiving a proper resolution. This experience has left me disappointed, especially since it was my first time using AliExpress for multiple orders. I hope other platforms like Amazon and eBay wouldn't handle these situations the same way. Thank you.
Reported by GetHuman-oluolada on Monday, June 1, 2020 5:17 PM
I made two separate orders from a vendor on AliExpress. Initially, I was confused by seeing three different prices. After emailing the company without a response, when I opened a dispute about the prices, the company reached out to me. They offered a small refund, which I accepted. However, they requested me to first leave a 5-star review and positive feedback before receiving the refund, which I did. Instead of getting my refund promptly, the company now claims I must wait for AliExpress to process the claim since I closed the dispute. I am frustrated with this lengthy process and poor customer service. I simply want a full refund and to avoid further complications.
Reported by GetHuman-chaimaj on Monday, June 1, 2020 5:49 PM
Hello, I placed an order ([redacted][redacted]) that was validated by the seller for shipping. However, they later informed me that there was an error in their description and the products I requested were no longer available. I've decided to cancel my order since the replacement items offered do not suit me. The issue now is that I can't cancel the order because it's already validated, and I can't get a refund since the seller claims they haven't received the funds. I would like to be refunded for this order. It would have been helpful if the seller had contacted me earlier to inform me of the situation. Now, I am unsure how to proceed with obtaining a refund.
Reported by GetHuman-kirenam on Wednesday, June 3, 2020 5:49 AM
Hello, I bought a watch from a store called "E-mi Store." When it arrived on May 4th, I attempted to charge it but it didn't work. I contacted the seller, who promised to send me a new cable. After receiving the replacement cable today and testing it, the watch still doesn't function. I had informed the seller that if the new cable didn't work, I would demand a refund. I mentioned to her that I might have to open a dispute, but it's been over 15 days now. She wants me to return the watch, but I don't want to wait another two months for it to possibly be fixed. I am emailing to request a refund as the seller is ignoring my messages. I paid $85.93 for the watch and would greatly appreciate your assistance in getting my money back. Looking forward to a prompt response.
Reported by GetHuman-jtwt_ on Wednesday, June 3, 2020 7:35 AM
I have not received my order yet (Order ID: [redacted][redacted]), even though the delivery status shows it was delivered on 30.04.[redacted]. The package tracing number is "VR[redacted]38YP". Despite reaching out to the seller, I did not receive much help. After opening a dispute on 06. May [redacted], it ended with a full payment release because they claimed the delivery was successful, which is exactly what I disputed. I was then asked to provide evidence that I did not receive the parcel, but unfortunately, I don't have any. I am puzzled as to why the delivery company cannot provide information on who received and signed for the package if it was delivered. The dispute concluded on 18th May. On 22. May, I received a form CN18 from Germany Post, where I indicated that I never received the item and returned it. I am currently awaiting further feedback on when and by whom I will receive a refund for the total amount of 22.44 Euro. Thank you.
Reported by GetHuman-sujun_ch on Wednesday, June 3, 2020 11:33 AM
I encountered an issue with an order on Aliexpress. After placing the order and paying, the seller asked for an extra $[redacted].89 for shipping, which wasn't part of the original order. I tried to cancel the order multiple times, but the seller rejected each attempt and the order status changed to "waiting to be shipped." The seller suggested I file a dispute, but I can't do that until the order is shipped and received. The seller won't ship the product without the additional fee. I've tried to cancel the order three times, but it's not working. I can't find a live chat option and there's no dispute button available yet.
Reported by GetHuman4906618 on Wednesday, June 3, 2020 4:49 PM
Issue: After making a purchase on Aliexpress and paying for the order, the seller requested an additional $[redacted].89 for shipping fees, which were not part of the original order. Despite multiple attempts to cancel the order, the seller has rejected the cancellation and the order status remains "waiting to be shipped." Contacting the seller through email has been unhelpful as the seller suggested filing a dispute with Aliexpress, which is not possible until the order has been shipped. The lack of a live chat option on Aliexpress has made it difficult to resolve the issue promptly. The goal is to cancel the order and receive a refund, but the seller is not cooperating. The order details are as follows: Order ID: [redacted][redacted] Order time: 09:10 May. 20, [redacted] Store name: Shop[redacted] on Aliexpress.
Reported by GetHuman4906618 on Wednesday, June 3, 2020 11:54 PM
Hello, I've raised a dispute with AliExpress and agreed to return the goods as per their decision. I've sent the parcel back to the seller, who must update AliExpress upon receiving it. However, the seller claims I need to wait as AliExpress is handling the dispute and hasn't confirmed the return. It's frustrating as I see no tracking information with the message "Sorry, there is no logistics info for this logistics number." I used DHL Germany's service and mistakenly inputted ".com" instead of ".de" on AliExpress, but the correct tracking number is CA[redacted]33DE. The live chat support on AliExpress wasn't helpful, and I'm unable to amend the logistics info. What steps should I take next?
Reported by GetHuman4915001 on Friday, June 5, 2020 11:58 AM
I purchased the starry sky ocean projector from "LumiParty Light Up Your World Store," but unfortunately, the shipment was canceled. After contacting them, they explained that the package was returned by customs and offered either to resend it or provide a full refund. Opting for the refund, they directed me to open a dispute citing "personal reasons" and stating that I no longer needed the item. Despite following their instructions and initiating the dispute several weeks ago, I have yet to receive the promised refund. I would appreciate any assistance in resolving this matter as I have not received my order as expected. My order ID is [redacted][redacted]. Thank you.
Reported by GetHuman4921883 on Sunday, June 7, 2020 6:09 AM
I purchased a PC with a maximum delivery time of 60 days, but the package never arrived. My account shows that I confirmed receipt of the package, yet the tracking ID states it is not in my country. I did not click on anything to indicate I received the package, so I am confused as to why it shows as delivered. I am unable to request a refund because the system indicates the package was delivered, when in reality, it has not arrived. Since the tracking ID confirms it is not with me, I wish to receive a refund for the expensive product. This situation feels like a scam.
Reported by GetHuman4921884 on Sunday, June 7, 2020 6:13 AM
I have not yet received my refund from AliExpress for the undelivered item, despite the suggested refund of US $46.80 on April 29, [redacted]. It has been well over the "30 business days" that were mentioned for the refund period. When will I receive the refund I am owed? Your lack of response is quite discourteous to customers like me. Looking forward to a prompt resolution. Thank you.
Reported by GetHuman-reginaur on Sunday, June 7, 2020 7:45 AM
I made an order on AliExpress on April 3rd for six items. The order number is [redacted][redacted]. So far, I have only received one item, received a refund for one, and am still waiting for the remaining four. Despite AliExpress extending buyer protection multiple times, the tracking shows the items are stuck in China awaiting international departure for weeks. I have raised a dispute for one item, but the other three remain unresolved due to seller-extended protection times. Considering it has been over 60 days since ordering, I would like a refund for all items as I am doubtful they will ever arrive.
Reported by GetHuman4924314 on Monday, June 8, 2020 3:57 AM
Subject: Issue with AliExpress Order # [redacted][redacted] Dear Sir/Madam, I am reaching out regarding a recent purchase I made on AliExpress. The seller unexpectedly tried to raise the price of my order or suggested canceling it without providing any valid reasons. I expressed my concerns to the seller about this situation, as it felt unfair and put me at a disadvantage. Throughout my multiple purchases on AliExpress, I have always paid the prices that were originally advertised and agreed upon. However, in this instance, there has been a discrepancy in the delivery process. The tracking reference provided by the seller, UC[redacted]05TW, seems to be untraceable, and it appears to be related to Taiwan while I am based in Malaysia. I am eager to receive an update on the resolution of this dispute. I am also prepared to provide evidence in the form of screenshots showing the seller's requests for additional payment. Businesses engaging in such practices should not be permitted to operate on platforms like AliExpress. Thank you for your attention to this matter. Best regards, T.H. Beng
Reported by GetHuman-thbtay on Monday, June 8, 2020 12:15 PM
This is my first time experiencing an issue with an online order. I purchased atomizer coils for $14.15 on April 21st from the Samotech Store. Although the parcel had the correct tracking number and was marked as delivered, it contained only a $1.00 piece of plastic labeled 'hardware' instead of the coils I ordered. When I contacted the seller, I was informed that the correct item had been sent and suggested the package might have been tampered with. I provided them with photos, engaged in lengthy conversations, and eventually opened a dispute. I mistakenly claimed "item not received" instead of "item not as described" during the dispute, but later corrected it in an appeal. Even after being told the appeal process would take 2-3 days, there was no progress when I checked today. I've encountered communication issues with the seller and the item is now out of stock. I hope for assistance in resolving this matter promptly to receive the correct coils I ordered from Eve.
Reported by GetHuman-emapga on Monday, June 8, 2020 5:38 PM
Order ID: [redacted][redacted] Hello, I purchased an android TV box from this store, but it suddenly stopped working properly. The screen does not display correctly; it either flickers or shows a black faded image. The box is now unusable, and I am seeking a refund. My brother recorded a video as evidence of these issues. Thank you. Video evidence: [redacted] I have already reached out to the seller, and despite attempting to repair the box with their engineer unsuccessfully, they have been unresponsive regarding a refund. I have contacted their live chat agents multiple times, and while they assure me the issue will be resolved and I will receive an email about the refund, I have not received any communication for almost two months. Please assist me as this faulty android TV box, which cost a significant amount of money, is of no use to me.
Reported by GetHuman-mikdel on Monday, June 8, 2020 6:48 PM
Hello, I placed an order for two indoor living room flower stands in January, but I have not yet received them. The tracking number provided was incorrect, and after opening a dispute, the seller promised delivery within 20 days and requested that I cancel the dispute. Although I have cancelled it, it has been more than 29 days now, and I have not received the items or any further communication from the seller. Despite the seller marking the item as delivered, it has not been received on my end. The tracking number provided is CP[redacted]20CN, and the order number is [redacted][redacted]. I paid £[redacted].41 for the items. At this point, I am seeking assistance in securing a refund due to the extended wait and lack of proper communication and trust from the seller. Your prompt attention to this matter would be greatly appreciated.
Reported by GetHuman4929913 on Tuesday, June 9, 2020 6:31 AM
Hello, I recently ordered a charger that was mistakenly delivered to a local store instead of my address. I was not notified of its arrival, and after 7 days, it was returned to the seller. The seller claims they have not received it back yet. It has been 3 months since I placed the order, and now I am requesting either the charger or a refund. AliExpress is denying my refund claim citing the tracking information that shows it was delivered, but it was not received by me. My order number is [redacted][redacted].
Reported by GetHuman4930095 on Tuesday, June 9, 2020 8:17 AM

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