AliExpress Customer Service Issues

I have not received my parcel even though my order has been marked as completed. I reached out to the seller before the order was finalized, and they advised me to wait a bit longer. However, now that the order is closed, I am unable to open a dispute. Unfortunately, the parcel has still not arrived. Order ID: [redacted][redacted] Store Name: China Resource Co.,Ltd I would appreciate any assistance you can provide. Thank you, S.T.

My parcel is currently being held at my local Post Office Depot awaiting payment of a Customs Duty Charge of £11.51, in addition to an £8 handling fee. The total of these charges exceeds the price I paid for the product. If I don't pay, the parcel will be sent back to the sender. I'm wondering if AliExpress will refund the total amount to my Credit Card after I pay these fees to release my order. Thank you.

Hallo, ich habe unter Bestellnummer [redacted] eine Kamera bestellt und erhalten. Leider ist die Kamera defekt, und ich würde sie gerne umtauschen. Der Verkäufer akzeptiert die angehängten Fotos nicht als Beweis, obwohl sie eindeutig zeigen, dass das Objektiv defekt ist. Ich werde die defekte Kamera zurückschicken, sobald ich ein Rücksendelabel erhalten habe. Ich benötige einfach nur eine funktionierende Kamera! Mit freundlichen Grüßen, F. Brendel

Hi, I have been a loyal AliExpress customer for 7 years and frequently place multiple orders per month. Recently, my account was unexpectedly blocked, likely due to open dispute cases. I believe it is fair to open a dispute if I have paid for an item that was not delivered, especially when the seller cannot provide tracking information. While I acknowledge the challenges posed by the current situation with the coronavirus, blocking long-standing customers like me does not appear to be a constructive solution. I kindly ask for my account to be unblocked. Thank you.

I am Vacchi Claudio, an Aliexpress.com customer for 3 years. In the past 10 months of [redacted] and [redacted], I have encountered strange occurrences in the chat service with suppliers. A suspicious supplier inserted a computer virus that demands money highlighted in orange before processing orders. They redirected my shipments to the wrong address (e.g., order [redacted][redacted] to Palermo instead of my address in Ferrara). They obstructed my connection to customer support for refunds and infected my computer, causing disruptions. The entity now signs as "Alibaba Translation." Despite seeking Aid from customer service, my contact has been blocked for over 3 months. My computer was thoroughly checked by a specialist on 10-06-[redacted], but the issue persists upon visiting Aliexpress.com. As the communication with customer service remains cut off, I am reaching out to Aliexpress services in Italy for assistance. If additional message copies are needed for clarification, please request them. I await your response. Regards, Claudio Vacchi. Email: [redacted]. Italy: 09-07-[redacted], 19:18.

Hello. I made a purchase of a cell phone with order number [redacted][redacted] on May 1st. My order hasn't arrived yet, and I haven't received any updates regarding its delivery. I raised a dispute because I have been trying to contact the seller since last month, but they never responded. I uploaded images showing that the tracking information has not been updated and also photos of my unsuccessful attempts to reach out to the seller. Now, I am requesting a full refund as I have no communication from the seller or updates on my package, and the deadline for its delivery has passed. I have tried calling customer service through the app's assistant, but I have not received a resolution. I hope to get a response this time. Thank you.

Hello, I encountered an issue while placing an order for an essential oil distillation set. Although I filled in all the necessary information and proceeded to payment, I was redirected to an unfamiliar page displaying a "[redacted]" error message. Despite my attempts to refresh and navigate back to the payment page, I did not receive a confirmation of my purchase via email. Eventually, I received two emails indicating that the purchase had been processed successfully, prompting me to cancel one of the orders immediately due to the duplicate transaction. While I informed the seller about the situation and requested a refund for the duplicate order, they mentioned that the items had already been dispatched, leading to confusion about the refund process. I hope to resolve this issue by seeking a refund for the extra order while maintaining the single order that was left to be shipped.

I need help with refunds for 3 items I purchased on AliExpress. The first was a faulty die that didn't cut as expected. Despite providing a clear picture showing the issue, the dispute was closed without a refund. I believe the confusion arose because the photo also displayed a different die cut on the paper. Unfortunately, I am unable to contact the seller now. The second item was an iWatch screen protector that bubbled despite assurances it wouldn't. They requested me to return it, adding to the complications. The third item, my timer, arrived damaged and unusable. However, returning these items within 7 days poses challenges for me as a cancer patient without access to a USPS office. The return costs may exceed the initial purchase prices. I have been a long-time customer of AliExpress, recommending it to friends, but these recent experiences may lead me to reconsider future purchases. Any assistance would be greatly appreciated.

Due to the postal delays caused by COVID-19 in China, I attempted to streamline my shipments from multiple AliExpress sellers by sending them to a contact in China for onward delivery to me in Australia via DHL. Surprisingly, AliExpress does not accommodate shipping to Chinese addresses easily despite being based in China. It's odd that the system requires the seller to manually change the destination country to Chinese text as AliExpress does not permit users to modify the shipping address under User Preferences. Strangely, I had to select "Hong Kong - China" as the destination country since AliExpress lacks an option for Mainland China (Shenzhen). This workaround seems convoluted given the origin of the platform.

Good day, I am Helge Wenger, customer number Helge W [redacted]18, residing at Ried im Oberinntal house [redacted] - A [redacted] Ried im Oberinntal - Austria. I am facing an issue with your shop No. [redacted]. I had ordered a webcam with order number [redacted][redacted], but unfortunately, it arrived without the necessary plug adapter input, USB output, USB, and 3.5mm jack plug for sound. The device was also opened in the original packaging. These missing parts render the webcam unusable, as the microphone is essential for communication. I have tried to address this with the shop, providing a picture of the instructions highlighting the missing part, but have not received a response. Kindly assist by either sending the necessary adapter or organizing the return of the webcam at the shop's expense. Thank you for your attention to this matter. Helge Wenger

Dear AliExpress team, I am having difficulty reaching an agreement with Bbeautiful Store. Order Number: [redacted][redacted] Please assist me. They are selling products as professional items, but this behavior is tarnishing AliGroup's reputation. I have attached photos and explanations in German and English. I kindly ask for your help. Sincerely, Monika Rippels

Dear Sir, I recently purchased an IPTV service for a test, which worked well with the IPTV Smarters Pro APK. However, upon purchase, I received a different application called DATOO, which I do not prefer. Additionally, some channels are not working well and are very slow. I am requesting a full refund of $25.08 as soon as possible so I can explore other online IPTV options. I have reached out multiple times with no response from EVYBUY Online Store. Order ID: [redacted][redacted] Name: ZulfiKARALI VERSI Phone Number: (+[redacted])[redacted]50 Address: Maweni Street, [redacted], Daressalaam, Coast, Tanzania, 20 I kindly ask for swift action on this refund request. Email Address: [redacted]

I am encountering an issue with the RPBDZKQO Women Flats Store regarding order number [redacted][redacted] for mesh women slippers. I placed this order on June 20, [redacted]. Initially, the seller promised to send the item promptly, but later informed me that they cannot deliver it as the factory no longer produces it. Despite offering alternative designs, none of them appealed to me. I requested a refund, but the seller falsely claimed they had shipped the item and suggested opening a dispute later. When I tried to open a dispute, I discovered that it can only be done ten days after receiving the item. Given that I never received anything, this policy is unreasonable. As a loyal AliExpress customer, I am disappointed by the lack of support in resolving such issues.

On July 11, [redacted], I purchased a printer for a lot of money and paid with my credit card right away. I received a payment confirmation email along with an order number. Another email assured me that the item is ready for shipping. However, when I click on the link in the email to view more details, an error message pops up saying my account is not authorized to view the page. The reason cannot be checked as the page is unavailable. The paid order is still in the cart but not visible in my account. What should I do now? I am concerned about whether the product will still be delivered. I appreciate any help. Thank you.

Hello AliExpress, I was trying to chat with a live person to clarify some questions for the seller. I inquired if the unit is compatible with 32GB SD cards and if the cards can be reused. Also, I asked about the shipping costs to the United States, compatibility with the ICSee app, the unit's price at $13.50US, accepted payment methods like PayPal or VISA, the availability of a US plug, and if there is any warranty provided. The response I received did not fully address my questions, so I engaged in a chat with Eva on Friday. Now, I am wondering if I have a $10US coupon as a box popped up indicating so. I have yet to place my order but have the item saved in my cart while deciding on the quantity.

Hello, I am having difficulties with my order number [redacted] in dispute with AliExpress. They are asking me to wait an additional 10 days for the parcel, which was initially canceled and now overdue by 2 months. The delivery timeline was originally 17 days. I have requested a refund, but keep receiving an "invalid" response. I had a similar issue resolved by an honest seller, and even AliExpress acknowledged it as "invalid" before offering me a coupon as an apology due to being a loyal customer since [redacted]. It's frustrating to be faced with these challenges for a purchase of €8.24. I have always recommended AliExpress in the past, but now it may lead to negative feedback. The continuous struggle for refunds and the lack of customer support is eroding the trust I once had in AliExpress. I hope improvements can be made to regain customer confidence.

I purchased a laser hair removal machine from AliExpress, but unfortunately, it is not working properly. The power level won't change, the fan stopped suddenly, and the green light doesn't show when I use it on my skin. I reached out to the seller, but they are taking a long time to respond. I informed them that I opened a dispute and want to return the device for a refund. AliExpress provided me with a return solution, but the address they gave me is unclear and lacks contact information. I only have two days to return it, which is not enough time due to shipping delays caused by COVID-19. I tried to ship it through Aramex, but they rejected it due to the unclear address. I'm struggling to find a live contact option on AliExpress, as there is no live chat service or email available.

Hello, I have an issue with my seller who is refusing to refund me for an extra item I mistakenly ordered. I placed an order number [redacted][redacted] for three items but accidentally selected four. While I received shipping confirmations for the three sent items, the fourth one, a purple turtleneck sweater with queen embroidery letter knit slim jumpers [redacted] casual long-sleeve roll-neck pullover top at 8 euros and 74 cents, did not have a shipping confirmation. I would like a refund of 7 euros and 96 cents for this item and not repurchase it. The seller is insisting I repurchase, but I am adamant about the refund. Can you proceed with refunding my payment of 7 euros and 96 cents made with my Mastercard? Thank you in advance for your assistance.

Dear Customer Service, I am still awaiting a refund for my order number [redacted][redacted]. I have followed all the necessary steps, including returning the item and providing documents and photos related to the return. I have sent these to both the seller and Aliexpress. My email is [redacted] I would appreciate it if the refund could be processed back to my bank card, considering the inconvenience caused. I hope that the refund will include the shipping costs as well. Thank you for your assistance in resolving this matter. I look forward to hearing back from you soon. Thank you, [Initials]

I recently purchased a product on AliExpress and due to a delay, the store informed me that the item was out of stock. I agreed to cancel the order. However, the store claims to have all items in stock and a 38-day shipping policy, which did not apply in my case due to the ongoing pandemic. Lately, many packages have been sent out without last names, causing issues. It's crucial for customers to provide their last names for deliveries. The extended shipping times during COVID-19 make buyer protection and feedback almost irrelevant, as packages can take over 90 days to arrive. This affects the overall system and consumer trust. I have placed numerous orders due to buyer protection previously, but the current situation with the pandemic has disrupted the usual shipping schedules. It's necessary to clarify and explain these changes to customers. I suggest enabling the option to open disputes promptly, as delays impact customer satisfaction and create uncertainty about product deliveries. I am still waiting for some orders since April, which were misaddressed and eventually reached Arizona.