AliExpress Customer Service Issues

I am contacting you regarding my Order ID: [redacted][redacted] on AliExpress. I have been a customer on AliExpress for many years. Despite the current situation in India, I placed this order with special shipping terms for delivery to India through the Special Line-YW Yanwen and paid an additional US $12.36 as per the seller's listing. However, the seller, Xiao mi World Store, shipped my order via Post NL instead of the agreed Special Line-YW. The seller is now pressuring me to open a dispute for a refund. Due to the urgent need for the item in India's current situation, I request a fair resolution. I have tried to explain this on AliExpress's help page but am limited to sixty words.

My account has been suspended. I believe that if sellers cannot deliver items within 60 days, they should not be allowed to sell on the platform. I've had numerous disputes because products did not arrive within the 60-day timeframe, even if the seller extended purchase protection. I expect to be able to use Buyer Protection Service if items do not arrive within the maximum 60 days as stated on the website. The issue is not with the local post as it is operational, and I receive international mail daily. I feel unjustly blamed for undelivered items and am seeking resolution. I request the suspension of my account be lifted, my funds returned, and all orders canceled.

I placed orders on AliExpress a month ago. Six of them are running late due to the pandemic, which I understand. However, two other orders have been in my country for over a week without delivery, and I can't track them with my country's courier, CTT Express. I have contacted CTT, but they are unable to track the packages and advised me to contact the seller. The tracking code for Yanwen Logistics is not traceable through CTT, unlike China Post. Many customers have reported issues with Yanwen deliveries, where packages seem to disappear upon reaching the destination country. The third order has had no updates for a month, and I am unsure of its whereabouts. AliExpress has set a delivery limit of 06/17, and if I do not receive my orders soon, I will consider opening a dispute.

I made separate orders for 6 car shock absorber spring bumpers from the A-ya-ya Store. Unfortunately, the seller refused to ship my items and provided fake tracking numbers. They suggested I open a dispute claiming that I changed my mind. I opened a dispute stating that the package was returned. The seller then uploaded more fake tracking numbers showing delivery to another U.S. state. Despite this, they offered no refund, which I declined. Now, Aliexpress might consider my dispute invalid based on the false tracking information. The live chat is unresponsive, and I am struggling to prove that the seller scammed me to get my money back. The seller's messages encouraged me to cancel the order for a quicker refund but were clearly trying to avoid responsibility for the scam.

I have not received my order. Despite reaching out to the seller multiple times, they have been unhelpful. I purchased a puzzle back in February, but it was never delivered. The seller claims it was, but I have not received it. I requested a replacement or a refund, but they have refused. At this point, I simply want a full refund as I never got the order. It is now June, meaning it has been a significant wait since my order in February. The seller's lack of cooperation is frustrating, and I am seeking a resolution. Please process a refund for the puzzle I paid for but never received. Thank you for your help in resolving this issue.

Hello, I have been receiving several "Bad news for order" notifications stating that "The confirmation time for the order has ended." Some sellers have been great about providing extended Purchase Protection on time. However, when I tried to request a refund for orders where the Purchase Protection had ended due to sellers not extending it, I encountered issues opening a dispute. Last week, I contacted all the sellers I had purchased from, requesting a 30-day extension when I had 4-5 days left on Purchase Protection. It seems three sellers agreed to extend. For more details, please refer to my account. I am seeking a refund or the delivery of the items I ordered. Waiting until the last minute to extend Purchase Protection seems unfair. Thank you, Corinne

Hello, I am reaching out about an order I am deeply disappointed in. I have been unable to reach anyone regarding my dispute with your service. The order I received was faulty, and despite submitting a video as proof in my initial dispute, I was asked for another video with more details. Following this, I was instructed to return the item to the company at my own expense. I have unfortunately had to cover the costs of the product, shipping, taxes, and the return shipping for a damaged item. This entire ordeal has taken three weeks from ordering to returning the damaged item, which required multiple video submissions and additional expenses. I now have to wait 30 more days for a response and refund from the seller, which, if processed, will still leave me out of pocket for the shipping and tax fees incurred. This entire experience has been completely unacceptable. Order number: [redacted][redacted] Thank you.

Hello, I have made multiple purchases from your store, and recently I have encountered issues with items not being delivered. A while back, I ordered 4 or 5 items, but one of them never arrived. More recently, on 3/30, I purchased 5 items, but only 4 were delivered promptly. I contacted your customer service about the missing items, but unfortunately, I did not receive a response or a resolution. Whether the issue lies with the seller or the shipping, as the buyer, I expect to receive my full order or be provided with a suitable solution, including a replacement or a refund. The shipping number is [redacted][redacted], and the tracking number is RB[redacted]11SG. I kindly request your prompt assistance in resolving this matter. Thank you.

Hola, tengo un problema con un vendedor al que le compramos un móvil de 128GB y nos envió uno de 64GB. Además, el paquete fue retenido en aduana y pagamos una tasa de más de 64€. Hemos hablado con ellos, pero no quieren solucionarlo. Alegan que el pedido era de 64GB, pero les envié una foto donde se ve claramente que pedimos 128GB. Respecto a los gastos, solo quieren reembolsar un 5%. Por esa cantidad, podría haber comprado el mismo móvil más barato en España. Espero que puedan resolver este problema. Gracias. Soy clienta de Amazon y siempre resuelven mis problemas de forma inmediata, incluso devolviéndome el dinero. Espero lo mismo de parte de Allí Express.

My order details are as follows: ORDER No: [redacted][redacted] TRACKING No. : RB[redacted]39SG I have received confirmation from the local post office in Apapa, Lagos Nigeria, that my order is still in transit. Despite my efforts to obtain an official statement, the post office insists that a package in transit cannot be further tracked until it arrives. Attached are copies of the tracking results for your reference. I am frustrated with the delays and uncertainties surrounding this order, which has been ongoing for over two months now. I feel it is unfair that I am being asked to pay for a package that has not yet been delivered. Please issue a refund promptly. Thank you for your attention to this matter. Sincerely, [initials] Dear Customer, Thank you for contacting us. We are here to address any concerns you have regarding your personal data and privacy rights. Please visit our privacy center to exercise your data subject rights or visit our Help Center for other order or account-related inquiries. Best regards, AliExpress

Hello, I have been struggling to reach a representative and open a dispute for order [redacted][redacted] despite the customer protection period ending without receiving my items or any response from the seller. I am unable to manually open a dispute on AliExpress due to an error message stating the package should have arrived, but tracking shows it is still in transit. The system's restrictions are preventing me from resolving this issue, and the lack of live chat support adds to the frustration. I seek your assistance in initiating a dispute on my behalf. Your prompt attention to this matter is greatly appreciated. Thank you, Tamás

Hello, I require assistance from a live customer service representative to help me file a dispute for order [redacted][redacted]. The seller has not been responsive, my customer protection has expired, and the item is still in transit without reaching my country within the agreed upon time frame. I am unable to open a dispute for a full refund due to encountering this error message: "Our records indicate that your order has reached its destination country and is currently in transit. Most packages are delivered within the seller's promised time frame. If your package does not arrive by [redacted], please open a dispute for immediate assistance. We appreciate your patience." This message is incorrect and misleading. Despite spending hours with the chatbot Eva, I have been unable to connect with a human representative. I am frustrated and dissatisfied. Your help is greatly appreciated. Regards, Tamás

I purchased a wig on the 20th of May for $[redacted].75. FedEx initially scheduled the delivery for the 27th of May, but it did not arrive. They claim it was delivered on the 29th, with a signature from someone while I was away celebrating my birthday in Surrey on the 28th. I had redirected the delivery to my friends in Surrey during that time. I have contacted FedEx, and they mentioned a man signed for the package. As a single mother who lost her husband in [redacted], I am deeply troubled by this situation. Despite providing evidence to the seller, I have not received the wig or a refund. This has caused me unnecessary distress and financial loss as I intended to wear the wig for my birthday. Unfortunately, the dispute I opened was closed without a thorough investigation. I'm feeling frustrated and seeking assistance.

Order ID: [redacted][redacted] I received my order for [redacted] grams of UV-LED Epoxy Resin damaged, with [redacted] grams leaked due to a crushed package. The seller agreed to a refund, but AliExpress is now requesting the shipment value to be paid again, causing me inconvenience. I seek assistance to resolve this and reorder 4x50 gram bottles of Epoxy resin in a more suitable packaging for international shipping. I am willing to pay any additional charges, as per the platform's guidelines. The issue can be viewed on the My Orders page with relevant messages and images. Your help in closing this case would be greatly appreciated so that I can receive the product I originally ordered. Thank you for facilitating this resolution with the supplier.

I recently initiated a dispute on Aliexpress (AE) due to a non-delivered item. After negotiations with the seller failed, AE intervened and suggested waiting an additional 10 days on May 26th. However, after the extended period, there has been no progress, and the order was closed without the dispute resolution. Despite my efforts to provide further information, the dispute remains unresolved, and I have not received the item or a refund. Attempts to reach AE's customer service have been futile, as there is no option to speak to a live agent, and the automated system is unhelpful in addressing specific concerns.

I have received your email regarding the expiration of the deadlines for two orders: order number [redacted][redacted] and order number [redacted][redacted]. I cannot accept this as I was informed previously about possible Covid19 delivery delays and agreed to extend the waiting time in good faith. I refrained from opening a dispute on time believing in the extension. Now, I fear I may lose both my ordered items and my money due to this situation, which I consider unfair. Please review my account to see my history of orders with you worth several thousand euros. If I do not receive my refund, this will be my final order with your company. I am disappointed by the way this has been handled and will consider sharing my experience in German newspapers and on social media to shed light on this issue. This experience has left me feeling deceived and does not reflect well on a company of your stature. Michael R.

I recently received an email stating that the deadlines for my orders numbered [redacted][redacted] and [redacted][redacted] have passed. I find this unacceptable. I was informed a few weeks ago about potential Covid19 delivery delays and agreed in good faith to extend the waiting period. As a result, I refrained from opening a dispute promptly. Now, I am at risk of losing my money and not receiving the items I ordered. This situation feels like a scam to me. You can review my extensive order history with you, amounting to thousands of euros over the years. If this matter isn't resolved satisfactorily, this will be my final order from your company. I plan to share my experience in German newspapers and on social media to shed light on this issue. It's disappointing that despite my patience, I am faced with such treatment from a renowned company like yours. Regards, M.R. Email: [redacted]

I purchased a portable desktop 1100w air conditioner/heater on Aliexpress which advertised free shipping to the U.K. After payment, I received a tracking number that showed the item traveling from China to the U.K., but it never arrived. The seller requested an additional $30 for shipping due to a "wrong tracking number." Despite paying the extra fee, a new tracking number showed the item was delivered last week. I tried to raise the issue with Aliexpress, but encountered difficulties returning an item I never received. As a disabled army veteran who relies on online shopping for gifts, this experience has been incredibly disappointing. The lack of transparency and accountability on Aliexpress makes me question the integrity of the company's leadership and their commitment to customer satisfaction. I hope Aliexpress addresses these issues promptly and ensures buyers receive the items they purchase.

I am writing about an order I received that did not work, and my disappointing experience with your customer service. I am unable to reach anyone to address my dispute. I submitted a video as evidence during the dispute process, but was then asked to provide a more detailed video. Despite sending the item back as instructed, I had to pay additional shipping fees for the return of the damaged product. I had already paid for the product, shipping, tax, and now additional shipping for the return. Throughout this process, I have experienced delays in receiving the order, slow server upload times for my videos, and had to spend time at the post office sending the item back. I am frustrated by the long wait times for responses from the seller and the refund process. This entire experience has been unacceptable and I am disappointed in the service provided by your company.

I opened a dispute on June 10th after receiving an email stating that my order was closing. Following the closure, I submitted a "item not received" dispute. Today, upon receiving the item and testing it, I found out that the dies do not cut properly. Unfortunately, there is no appeal button available, only a survey option. When attempting to confirm the item received, there was no button present. The order details are as follows: Order ID: [redacted][redacted] Order time: 19:19 Mar. 08 [redacted] Store name: YaMinSanNiO Handmade Store Order amount: $3.23 Item Description: YaMinSanNiO 18 Pcs/lot Metal Cutting Dies Scrapbooking for Card Making DIY Embossing Cuts New Craft Dies Flowers Decoration - $2.99 (Quantity: 1) The initial dispute has been completed, with a refund progress of $0.00. I am seeking assistance with appealing this decision to dispute the item due to the fact that only 3 out of the 18 dies are functioning properly.