AliExpress Customer Service Issues

Hello, I need assistance understanding the situation with my orders. I placed an order a week ago for 4 products on AliExpress. I never received a confirmation email, but until this morning, I could track my items by logging into my account. The total amount for all the products, nearly 50 euros, was deducted from my account. However, when I logged in this morning, I noticed that ALL my order history has disappeared! All my conversations with the sellers are gone too! It seems like everything has been canceled, and there is no trace of the orders I placed last week. Can you please explain what is happening? I have been charged on my account! Please reach out to me to resolve this issue, or I will have to file a complaint against AliExpress. Thank you, LM [redacted] 06 63 68 47 24

I am disappointed with the response from AliExpress regarding my dispute. I do not understand why I was told to pay attention to my tracking order, which indicates it was received when it hasn't been. It is frustrating to be told it's my responsibility to contact the post office when I provided my address, not a P.O. Box. All my previous AliExpress orders have been delivered to my address without issues. Due to the limitations and lack of transportation caused by the coronavirus, it is unreasonable to expect me to go to the post office. I was unaware of this requirement, and I find it arrogant that I was not informed properly. My order number is [redacted][redacted].

Good evening, I won a freebie on AliExpress nearly two months ago and was thrilled. However, the seller contacted me, wanting me to cancel the freebie order and accept a different, less valuable item. I declined, as I wanted the original product. Cancelling a freebie order could harm my reputation and chances of winning in the future. The seller offered 10 free IPL depilation machines, gaining traffic without fulfilling the orders, leaving me and likely other winners frustrated. I believe the solution is for the seller to honor the original prizes. Alternatively, holding the seller accountable or compensating customers could resolve this issue. Thank you for your time and understanding.

My name is Ashley Martinez, and I placed an order for two 10m LED lights three months ago in April for $28.16. I am unhappy because the seller kept changing the delivery date. Originally, they claimed it would arrive within 1 to 5 days, then extended it to 8 to 25 days. After not receiving my package by the end of March, I requested a refund. The seller mentioned sending it via PayPal, but I prefer to use Zelle. Even after numerous exchanges, my package still hasn't arrived, and I am tired of waiting. The seller insists on PayPal, but I do not have an account. I just want my money back promptly. The seller, GBKOF Official Store, now estimates the delivery on June 30th, but I do not want to wait any longer. My order number is [redacted][redacted] placed on 04/18/[redacted].

I am currently experiencing issues with multiple AliExpress orders that are marked as "completed" but have not been delivered. Additionally, one of my orders, which the seller claims was sent in March, has not arrived as of 6/21. I have reached out to the seller multiple times to verify if the order was indeed shipped to decide whether to wait for it or purchase from a different seller. While I have received a refund for this particular order, I am willing to pay for it if it does arrive. Considering the current situation, I have around twelve pending AliExpress orders, and although I understand there may be delays due to the ongoing crisis, it is concerning that approximately 60% of my orders have not been delivered at all.

Hello, my name is Fritz Sofia Mihaela, and I live in Modena, Italy. I am a loyal customer who frequently shops on Aliexpress. My email is [redacted] I am disappointed and upset because it has become impossible to speak with one of your representatives to resolve refunds for two different items. I ordered a pair of women's shoes and a beach dress. After many days passed with the sellers not shipping the packages, I contacted them, and they advised me to cancel the orders. I canceled them, but I still haven't received my refund. It has been over 20 working days for the shoes since May 27, [redacted], and the refund has not been processed. I am sending screenshots of the two items for which I need refunds, hoping to get my money back soon. I trust in Aliexpress' reliability. Thank you.

Hello, I placed an order on your website, AliExpress, on June 3, [redacted]. I purchased a SUAOKI 400Wh power station and a solar panel (two separate orders). The payment was deducted from my bank account on June 4, [redacted] (see attached photo). I have not received any tracking numbers or information regarding my packages. I have not received any emails or texts about my orders. When I log into my account on your site, I cannot see my two orders anywhere. The SUAOKI power station was supposed to be delivered by June 10, and today it's already June 22. I still have no news or tracking information for my two packages. I have not received any updates or emails from the seller regarding the status of my order. I need these two orders for my upcoming vacation in 15 days. I ordered them early to receive them before my trip, so the delivery times have not been met. Thank you, G.G.

Dear Team, I placed an order in March with tracking number LP[redacted][redacted] for two shoes from the same seller. Unfortunately, I only received one item from the local post. Despite contacting them multiple times, they suggested the seller might have shipped the items separately. The second item has not been received, yet your system shows it as delivered. I submitted a dispatch, detailing the issue, but received an unhelpful autoreply stating the item was delivered and closing the case. It's important to thoroughly review my concern to understand the situation. I urge you to revisit the matter. My local post confirms receiving another order from AliExpress for me. Please verify the shipment details (number of shoes, weight, quantity) from the seller's side, and check for a potential second tracking number. I have reached out several times without a response and am disappointed with the lack of support. Best regards.

I purchased a Reveal Imager machine for my spa just before the lockdown in March. Despite delays due to Covid-19, the tracking information showed it was delivered, but I never received it. DHL informed me that the tracking number does not exist. After reaching out to the seller, I was initially met with silence. When the seller finally responded, they mentioned a possible mistake by the freight forwarder, but has since stopped replying to my messages for two weeks. The order number is [redacted][redacted], from the seller Dailusha 13-14 Store. The machine cost $1,[redacted] with shipping of $[redacted].30. I am hopeful for assistance in either receiving the product or obtaining a refund, as I would like to resolve this incident promptly.

I placed two orders with a seller on AliExpress, but neither has arrived. Tracking the packages is impossible, and when trying to open a dispute, the ordered goods do not match the pictures shown. The order IDs are [redacted][redacted] and [redacted][redacted] from the store Vifun Vape Shop. As the orders have not reached the 90-day mark, I should be able to open a dispute. However, there seems to be an issue with the items not matching the pictures when I click on the links. I suspect a scam and I am seeking a full refund for both orders. This has never happened before in my experience with AliExpress, and I am concerned. I ordered vape coils, but the items displayed are different. Thank you.

I have placed two orders with a seller on AliExpress, but neither has arrived. Tracking the packages seems impossible, and when I try to open a dispute, a different product appears instead of the one I ordered. The order IDs are [redacted][redacted] and [redacted][redacted]. The store is called Vifun Vape Shop. Both orders are still within the 90-day timeframe for disputes, but I am concerned as the product images do not match the actual items. It appears to be a scam, and I am requesting a full refund for both orders. This experience is unusual for me on AliExpress, and I need assistance as I cannot open a dispute through the regular process. Thank you.

On April 3, [redacted], I ordered 3 die cuts, but after two weeks, I contacted the seller to inquire about the missing tracking number. The seller explained their store had recently opened and assured me they would ship the items promptly. However, over 2 months have passed, and the tracking still indicates the items have not left China. Despite receiving a refund for 2 items after filing a dispute, the 3rd item remains unresolved. Ali intervened in the dispute on May 26th with a deadline of June 2nd, yet as of June 24th, no resolution has been provided. Communicating with the seller has been fruitless, and I am seeking a refund for the outstanding item.

I purchased an item from a seller who claimed to have a store in Spain, but I received the package from Germany and the item is not working. When I raised a dispute with AliExpress, they decided on a full refund but with a return address in China. The cost of returning to China is higher than the refund amount. I've tried to get a return address in Spain from the seller, but they refused. In Belgium, where I live, the law states that return costs for faulty items should be covered by the seller. Despite this, AliExpress is requiring me to pay for the return. I've attempted to contact AliExpress, but I can't find a way to reach them. It would be helpful if AliExpress aligns their dispute judgments with the buyer's country's laws, verifies sellers' return addresses, and adds a human chat option to their automated customer service.

I recently purchased two items from a seller on AliExpress. Unfortunately, when the package arrived, one of the items was missing. I have been trying for months to resolve this issue, but AliExpress does not provide a way to contact a real person for help. The automated options they offer have not been helpful, and my problems remain unresolved. It is frustrating to feel like I am not being heard, especially since my name is not Auna Latonia as they address me. I hope AliExpress can improve their customer service so that buyers like me can feel more confident making purchases on their platform. Thank you, Joyce.

Hello, I purchased an android radio, a back-up camera, a Zlink, and a car board frame from Aliexpress totaling [redacted] euros. After receiving the android radio (Isudar H53 car multimedia 2Din), I attempted to install it, but it got stuck on a blue screen. Isudar suggested the mainboard might be defective and offered to send a new one, with me covering the shipping cost from China. I initiated a dispute on Aliexpress and they agreed the unit was faulty, proposing a [redacted] euro refund and to keep the broken unit or return it for a full refund. I shipped the item back, paying an additional 45 euros, but struggled to find the right email to provide the tracking information. Despite sending emails with the tracking number and receipt photos, Aliexpress claimed they did not receive notification and released payment to the seller. I've tried to reach out to customer service without success. Order Number: [redacted][redacted] Tracking Number: CY[redacted]82DE Any assistance would be appreciated. Thank you, T. Marius

Hello, my name is Youssef LMALKI, and I am reaching out to the managers at AliExpress. I placed an order for a Yoya baby stroller with order number [redacted][redacted] from shop[redacted]Store on 17-02-[redacted]. Despite waiting for almost 60 days, I have not received my order. I opened a dispute before the buyer's protection ended and requested a refund. Unfortunately, the seller is ignoring my messages and has not provided the promised refund within 5 days. The order amount is [redacted] sfr, which is significant to me. I have taken all necessary steps on your platform but have not received any response or resolution. I kindly request that this message be forwarded to the AliExpress managers. Thank you. Best regards.

I placed an order on AliExpress with Order No. [redacted][redacted] from Mikey’s Store. It has been over a year since the order was placed. I contacted the seller regarding a dispute, but the platform is not allowing me to open one since the 15-day dispute window has passed. The tracking details show the item was in transit but not received. I have tried contacting the seller multiple times without any response, refund, or product received. This experience has made me hesitant to place future orders. I hope for a positive resolution. Thank you.

Hello, I placed an order on AliExpress for a Xiaomi Redmi 8T 4/64 mobile phone with order ID [redacted][redacted] on 19.04.[redacted]. After encountering issues with the phone, I contacted the seller, FANTACY TECHNOLOGY, who did not cooperate, leading to a dispute on AliExpress. The dispute was resolved in my favor, instructing me to return the device for a refund. Despite promptly sending the device back on 15.05.[redacted], the seller refused to accept the parcel as confirmed by the logistic company (UPS) and documented in the dispute. AliExpress then unexpectedly extended the delivery time today, 28.06.[redacted], without issuing a refund. I have provided ample evidence of my return shipment and the seller's refusal. When will I receive my refund from AliExpress? Thank you, Tomasz S.

I placed an order for a package several months ago with Tracking No. LP[redacted]39SG. The package did not arrive, so I opened a dispute. Despite being instructed to wait an additional 10 days, the package still did not show up. I modified the dispute, but received the same generic response to wait another 10 days. The issue persists with the package missing, yet AliExpress closed the dispute claiming it was delivered successfully. I am frustrated as the support only directs me to the chatbot that doesn't offer a solution. Can someone please assist me in either receiving the goods or obtaining a refund?

Order ID: [redacted] Order Time and Date: 12:33 April 5, [redacted] Hello, I purchased the Ozone Generator on the date specified above, but I have yet to receive my item. The seller failed to ship the item, yet the auction indicates it has been delivered and confirmed. This situation is frustrating. I opened a dispute, and during the process, the seller mentioned sending the package within 7 days once the dispute is closed. However, there has been no communication from the seller, no receipt of the purchased item, and no refund. Unfortunately, I feel like I have been deceived due to my lack of language proficiency.