AliExpress Customer Service Issues

Archive 75

The following are issues that customers reported to GetHuman about AliExpress customer service, archive #75. It includes a selection of 20 issue(s) reported June 29, 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, on June 16, [redacted], I purchased a Global Xiaomi Mi Note 10 Lite 128GB 8GB on AliExpress. The order appeared in my order history the same day, but to my surprise, it disappeared the next day. Additionally, the shipping address disappeared, and a previously deleted product reappeared in my cart. It seems like my account ([redacted]) has been reset. I wanted to know if this will affect the shipping. I have contacted three sellers, and only Cases Protector franchise Store confirmed receiving the order. The other two have not responded. I am unable to open a dispute as my orders no longer appear in the order history. I only have a screenshot from the day of purchase and the credit card payment details. An operator (Cathy) mentioned everything is normal and provided a DHL tracking link. After contacting DHL, they informed me that the shipment has not been handed over to DHL. Thank you.
Reported by GetHuman-gtobia on सोमवार, २९ जून २०२०, दोपहर १:२९ बजे
I am disappointed with the service on this website. When customers place orders, a full refund is promised if the order is not delivered on time. However, customers are charged extra under the false pretense that the product will be shipped from the USA, which is not the case. The company allows disputes to prolong, profiting from shipping the product from China with the knowledge that they will not provide a refund. Months pass, and the products never arrive, with constant delays. This deceitful practice is unfair to customers like me who trusted the company to fulfill orders honestly. This behavior is unacceptable.
Reported by GetHuman5009699 on सोमवार, २९ जून २०२०, शाम ७:३५ बजे
Regarding Order No: [redacted][redacted] placed on Mar 9, [redacted], I want to bring to your attention the issues I've encountered. The product received was not as described; the 6" caliper was sent instead of the 8" caliper I ordered. Upon realizing this, I raised a dispute seeking a replacement but mistakenly entered $0.02 as a resolution amount. The seller processed the $0.02 refund without discussion. Subsequently, I discovered that the quality of the product was poor, causing inconvenience and rendering it unusable for measurements. I have provided images to support my claim. The inaccurate product quality is concerning, especially for a measuring tool that people rely on for precision. I am requesting a full refund of CA $27.[redacted] for the unsatisfactory purchase experience. Regards, Eulogiusz Drzewiecki
Reported by GetHuman-edrzewi on मंगलवार, ३० जून २०२०, शाम ५:३८ बजे
Dear AliExpress, I hope all is well. My account email address is [redacted] I would like to inquire about the suspension of my account. Was it due to an open dispute? The reason for opening a dispute is because both the seller and AliExpress did not deliver the goods after I paid for them through the AliExpress app. Despite waiting for 60 days, the goods were not received as expected. Therefore, we exercised our right to dispute. My order IDs are [redacted][redacted] and [redacted][redacted]. The goods for the first order were not received, while the drone for the second order does not function properly. We have tried to resolve these issues with the seller to no avail. If goods are received in good condition and on time, there would be no need for disputes. However, if the delivery status is marked as completed without evidence of delivery, it raises concerns. Order [redacted][redacted] was returned to the seller through no fault of ours. Despite efforts with Singapore Post, the goods could not be located. Please process a refund promptly and address this matter. Failure to do so may result in further action. I would appreciate a swift resolution to this matter to avoid future disputes and to retain my trust in AliExpress and Alibaba. Thank you. Best regards, S.P.
Reported by GetHuman5015597 on बुधवार, १ जुलाई २०२०, रात २:१० बजे
I am Frank Fuzi. I used your platform to purchase a watch, but unfortunately, it arrived broken. I returned it to the seller, but being new to the platform, I wasn't aware of the free return option and ended up paying for the shipping myself. I mistakenly clicked the free shipping section on the AliExpress page, causing the tracking number in the dispute section to be incorrect. Despite numerous attempts, I couldn't edit the information. I contacted customer service by leaving a message at your [redacted] USA number and sent an email to the provided address, which was full. Unfortunately, I received no assistance. I stayed in communication with the seller, explaining my situation and providing the correct tracking number. The seller assured me of a refund even if I couldn't correct the dispute page. I persistently tried to seek help, but in vain. I hope to receive my refund promptly.
Reported by GetHuman-fwfuzi on गुरूवार, २ जुलाई २०२०, शाम ५:१० बजे
I ordered a Nail Drill back in April and here we are in July with still no sign of it. I've attempted to reach out to customer service, but the system seems to be down as no one is responding to my messages. When I try to contact the seller, they either leave me on read or just keep telling me to wait. I've had enough waiting and now I just want my refund. I even tried reaching out to Aliexpress on Instagram, but I was met with unhelpful responses from the English-speaking team, so I tried contacting Aliexpress in Spain, only to be met with some attitude. I'm at a loss for what to do next. This was supposed to be my first purchase, and it's been a huge letdown. I have screenshots to back up everything I'm saying. Account Name: Emily B. Product Number: [redacted][redacted]
Reported by GetHuman-emibirr on गुरूवार, २ जुलाई २०२०, रात १०:३३ बजे
I made an order over a month ago, but it did not arrive on the tracker's estimated delivery date. After being advised to contact support, I tried opening a dispute today as the tracker now shows the order as complete, but was unable to do so. The order number is ID [redacted][redacted]. I have noticed that several of my orders have not arrived on time. While I am a longtime AliExpress customer and have had successful orders in the past, I am now hesitant to place more orders due to recent issues. I have health concerns that make dealing with these delays stressful. Despite this, I appreciate the help of the reliable sellers on the platform. I hope for a resolution to this situation and am grateful for any assistance AliExpress can provide to ensure my continued patronage.
Reported by GetHuman-doladara on शनिवार, ४ जुलाई २०२०, दोपहर ३:५३ बजे
Order # [redacted][redacted] Customer: Frank Fuzi [redacted] Vine St. Apt 79 Oceanside, CA [redacted] I shipped my return to your warehouse at: Sunny Island Group LLC [redacted] Newbridge Ave San Mateo, CA [redacted] I used my own shipping method, and the package is currently there as you don't have the destination address. I can provide the tracking number to forward it to the seller. I've been unable to update this information on the page. How can I provide the tracking number to ensure delivery? The dispute period expired, and it's in the appeal process. Tracking number: 1[redacted] 0[redacted] 93 Sent via USPS Please use this information to resolve the issue promptly. I also require assistance from a live representative. Kindly offer guidance on how to reach the customer service department for direct assistance and avoid sending generic links. Thank you.
Reported by GetHuman-fwfuzi on रविवार, ५ जुलाई २०२०, रात ११:०७ बजे
I have faced issues with the Saviland Official Store, from which I've ordered over 50 items. Despite the seller promising delivery within 3 weeks, none of my orders have arrived after two months. This has led to numerous disputes on eBay and resulted in financial losses due to refunds. My online business has been significantly affected, with eBay reducing traffic to my store. Despite opening over 30 disputes, the seller has not responded appropriately, only sending a mocking emoji. I have consulted with my lawyer regarding international rights and plan to take legal action against the seller and AliExpress if the matter is not resolved. My lawyer advised contacting AliExpress directly in hopes of finding a resolution, as changing terms and conditions from 60 to 90 days post-order is deemed illegal. This final attempt is to seek a quick and satisfactory resolution before pursuing legal action.
Reported by GetHuman-kdemire on सोमवार, ६ जुलाई २०२०, दोपहर २:०३ बजे
Order ID: [redacted][redacted] Hello, I have sent emails to AliExpress Customer Service at [redacted], [redacted], and [redacted], but I have not received any responses. I am dissatisfied with the appeal decision regarding AliExpress Order [redacted][redacted]. I bought two expensive watches to use as step counters, but they are not functioning correctly. Despite providing evidence through videos and following the seller's instructions, the watches are still not working as expected. I am disappointed with the product and seller, and I am seeking a full refund for both watches as they are not useful to me. I received a partial refund of £8, but I believe I am entitled to a full refund given the circumstances. I urge you to investigate this matter promptly and refund the full amount I paid.
Reported by GetHuman5038906 on मंगलवार, ७ जुलाई २०२०, दोपहर ३:०३ बजे
I have been receiving packages from your website at my work address and my contact information is also listed. I am concerned about these orders being sent to me without my knowledge, as I did not make any purchases through your website. The items received so far do not match my size preferences. I would appreciate it if you could investigate where these orders are coming from, including the account details, IP address, and the individual making the purchases on my behalf. I am worried about potential issues this situation may cause. Please contact me via email as soon as you have more information. Thank you, Zuzana G. from Slovakia.
Reported by GetHuman5039483 on मंगलवार, ७ जुलाई २०२०, दोपहर ४:४९ बजे
I'd like to return an item I ordered recently. The company tried to convince me to keep it, but I declined. I explained that I wouldn't leave a negative review, but I requested a refund instead. Due to the limited post office hours, caused by the pandemic, I returned the item the following Monday. I paid $28 for international shipping and added the tracking number for the seller. However, the seller claimed the return address was incorrect and couldn't be changed by AliExpress. I felt misled as I was only offered $8 to keep the item instead of the $[redacted] refund. Despite seeking help from the customer service center, I couldn't add more evidence to my dispute due to technical issues on the app. It's been two months, and I still haven't received my refund, including the expensive international return postage.
Reported by GetHuman-qiratami on मंगलवार, ७ जुलाई २०२०, रात १०:५० बजे
Hello, I purchased a drone, but the camera is not working. I have a HUAWEI P20 LITE phone that supports [redacted].11 AC to view the camera on 5 GHz, so I contacted the seller. However, their responses seem suspicious. I opened a dispute, and they agreed that I can return the package. They said the seller should provide a return label for the product from order number: [redacted][redacted]. When I asked for the address, they did not provide it. They want me to pay the return fees, and once they receive the drone, they will refund me. However, sending a package back to China from France is expensive. Also, there is no guarantee the seller will refund me or cover the return costs. Aliexpress emailed me multiple addresses, but I can't find what I need. I want to send them evidence as I recorded videos, but I don't know where to upload them for review. I have three days left for my case to be considered; otherwise, they will close it. I would appreciate any help because this issue is not my fault, and the seller is uncooperative. Thank you in advance. Best Regards.
Reported by GetHuman-gueritf on बुधवार, ८ जुलाई २०२०, सुबह ९:२४ बजे
We purchased a mobility scooter from one of your recommended companies, which also recommended the shipping company Trade Assurance. We have been having problems sorting this out and have sent numerous emails to the supplier and Alibaba without any success. We were advised to register before 10/07/20, but have received no help or confirmation throughout the process. We feel let down by the false promises made by your company in terms of safety and assurance. We formally request that you contact us as soon as possible to resolve this matter. Mr & Mrs Bryant
Reported by GetHuman5042543 on बुधवार, ८ जुलाई २०२०, दोपहर १२:२५ बजे
On May 5, [redacted], I ordered the "DEKO New Sharker 20V Wireless Drill" under Order Number # [redacted][redacted]. Unfortunately, upon arrival, the product was broken and did not function. Following the seller's instructions, I contacted them by email at "[redacted]" and shared a video depicting the new and unused defective product. Despite my preference for a replacement, the seller hesitated, causing a two-month delay. By the time I could raise a dispute, the option was closed, leaving me without a solution from the seller. The dissatisfaction persists with my second order for the DEKO spray, Order Number # [redacted][redacted], which also arrived non-functional. Following the same procedures, I reached out to the seller, who similarly delayed sending a refund or necessary parts. Your assistance in obtaining a full refund or replacement products would be greatly appreciated.
Reported by GetHuman-shimonam on बुधवार, ८ जुलाई २०२०, दोपहर ३:२९ बजे
I encountered a problem with a seller who disappeared after my transaction. I immediately tried to cancel my order due to suspicions, but the items were already shipped. My attempts to contact the seller, leave feedback, or start a dispute were unsuccessful. I suspect that AliExpress may have fake images and low prices posted by hackers. Since the store was non-existent, I never received my items. AliExpress only allows disputes after 15 days of receiving the order. Their live chat support is unhelpful even with added screenshots. My order ID is [redacted][redacted]. I'm seeking a full refund and I am concerned about other customers being deceived by these fake stores on AliExpress. I wish to upload photos as evidence. AliExpress needs to better track and prevent these scams by investigating suspicious sellers more thoroughly.
Reported by GetHuman-sandiaso on बुधवार, ८ जुलाई २०२०, रात ९:०५ बजे
Hello, I hope you are well. I would like to share our experience with an order placed on AliExpress. Our order took approximately 4-5 months to arrive. When contacting the seller about the delivery, they claimed it was already delivered to an address in Leopoldsdorf, which is not our location in [redacted] Vienna, Austria. Additionally, the tracking number provided does not seem to exist. Despite opening a case on AliExpress, we received an email stating the case was closed without any further communication or clarification. We are requesting a refund, as the order was never received and reportedly delivered to a third party. The seller mentioned that the package was picked up by a DPD driver, but we never received it. It is disappointing that AliExpress did not thoroughly investigate the situation.
Reported by GetHuman5046197 on गुरूवार, ९ जुलाई २०२०, सुबह ९:०७ बजे
Hello, I would like to share our recent experience with an order made on AliExpress. After waiting for nearly 4-5 months, we contacted the seller regarding our delivery status. The seller claimed it was already delivered to an address in Leopoldsdorf, which is incorrect as we reside in [redacted] Vienna, Austria. Furthermore, the tracking number provided does not exist. Despite opening a case on AliExpress, we received an email stating the case was closed without further communication. We are disappointed with the lack of investigation into our issue and demand a refund for the undelivered order. The seller reported that our package was picked up from a parcel shop by a DPD driver, but we never received the item. It seems the parcel was redirected to a third party without our knowledge or consent. We are dissatisfied with the handling of this situation and insist on a refund. Our tracking number is YT[redacted][redacted].
Reported by GetHuman5046197 on गुरूवार, ९ जुलाई २०२०, सुबह ९:१० बजे
Hello, I placed an order on AliExpress. The tracking shows that the package was delivered two weeks ago, but I have not received anything. I contacted the seller, who advised me to check with the French post office. However, the post office informed me that they do not have my package. I have opened a dispute, but the seller is not offering any solution and keeps telling me to contact the post office again. What should I do?
Reported by GetHuman5046429 on गुरूवार, ९ जुलाई २०२०, दोपहर ११:२४ बजे
I have placed several orders in the past four months, but none of them have arrived. Despite waiting for the three-month shipping period provided by AliExpress, I am now being asked to wait an additional 56 days. Waiting so long is frustrating, especially since I ordered newborn items that will be useless by the time they arrive if my baby is already six months old. Please expedite the shipment of my order or issue a refund for all my orders. Thank you.
Reported by GetHuman5046494 on गुरूवार, ९ जुलाई २०२०, दोपहर ११:५० बजे

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!