AliExpress Customer Service Issues

Order #: [redacted][redacted] I made a purchase on 28/05/[redacted] from EZ Radio Store for 2 Baofeng extended [redacted] mAh Batteries. Despite paying for the goods, I have not received them even after waiting for 2 months. The tracking information shows that the items arrived in the United Kingdom on 30/06/[redacted], almost a month ago, but the seller claims they are held up in Customs in another country. I have raised a dispute with the seller, and their response was to extend my Buyer Protection for an additional 6+ weeks. I urgently need to reorder these batteries due to this unacceptable delay. I have attempted to contact the EZ Radio Store for a refund, but I am unable to send a message to them. I am requesting a full refund and rejecting their offer of extended Buyer Protection because I cannot afford to wait any longer for the ordered goods. I am astonished by this lengthy delay as typically, orders from Asia via platforms like AliExpress and Ebay take only 2 to 4 weeks to arrive. I am hoping for your assistance in resolving this matter promptly as I do not wish to risk reordering the items in case the original package arrives or a refund is not processed. Thank you. - D. Evans, Bolton, United Kingdom

Hello, I am reaching out regarding my account associated with the email [redacted] I have been experiencing an issue where my account is temporarily unavailable. I have also attempted to contact support via email without success. After seeking feedback from other buyers on Facebook, I've learned that several others are facing similar challenges with their accounts being blocked. This issue has arisen as a result of numerous undelivered orders, tracking issues, and delays exacerbated by the current COVID-19 situation. With approximately [redacted] outstanding orders, I have been forced to open cases to address non-receipt of items or faulty tracking provided by sellers. It is crucial for me to protect my purchases and investments during this time. I have diligently extended wait times, but the problems persist. I am kindly requesting the reactivation of my account, as these challenges are not isolated to just myself but are being encountered by multiple users on the platform. It is essential to safeguard both buyer and seller interests amidst these uncertainties. Thank you for your attention to this matter.

My package was marked as delivered a month ago, but I have not received it. Due to COVID-19 isolation, I have been homebound since March, so I know it wasn't missed. I've reached out to the post office and neighbors with no luck. This order is significant to me, and I've had a good track record with many purchases in the past. The missing item, including the special wheelchair stamp and die, holds great importance to me. I'm distressed that it shows delivered when it's not in my possession. Kindly investigate this matter further. I'm genuinely concerned about the situation and seek a resolution.

Hello, my name is Yiannis. I have been facing difficulties with seller AUSWIND. Despite ordering items from them in January, I have been waiting for three missing items. The seller continually lied about sending the items for six months, claiming they were on their way to the Czech Republic. Frustrated by the dishonesty, I decided to dispute the order to get a refund. Recently, I noticed that the seller listed the needed items in an EU warehouse with free shipping. I placed a new order only to be informed that I need to pay for freight and customs clearance, which shouldn't apply when ordering from within the EU. The seller's lack of cooperation and dishonesty have led me to seek intervention for a prompt resolution. Please assist in ensuring the items are shipped promptly. Order number: [redacted][redacted]

Hello, my account is associated with the email [redacted] I have been trying to contact you via email as well. I am experiencing an issue with my account as it is temporarily unavailable. I have spoken to some buyers on Facebook who are also facing the same problem with their accounts being blocked. I don't understand why this is happening. I have had to open cases for many orders that have not been received, got lost, or had incorrect tracking information provided by the sellers. There are a high number of orders pending, and I am worried about losing money, hence the need to open cases. Many sellers are struggling with refunds during the pandemic, contributing to delays. Please reactivate my account, as it is inevitable to have a significant number of opened cases during this challenging time. It seems to be a widespread issue affecting many users on AliExpress. Thank you for your help.

I am a Gold customer having a frustrating experience with one of your sellers on AliExpress. I have been unable to get assistance from AliExpress customer service and was directed to EVA who couldn't help resolve my issue. The problem stems from a recent order of a 5KVA inverter that was changed to a 3KVA inverter without explanation. After canceling that order, I placed an order for a different 5KVA inverter, only to find that the seller posted a picture of a 3KVA inverter instead. I suspect the seller is trying to deceive me. I urgently need AliExpress's help to address this situation and prevent this seller from continuing such deceitful practices on the platform. My order details are available, but I am unable to attach pictures to provide proof. Thank you.

Order ID: [redacted][redacted] Dispute Hello, I'm encountering issues with my dispute and was unable to resolve it through AliExpress. After ordering and paying for shipping, my items were supposed to arrive by 6/13. However, they did not arrive, so I contacted the seller twice with no response until after I opened a dispute. The seller asked me to cancel the dispute, but I requested a refund for the shipping I paid. Even though the items eventually arrived on 7/24, I received 31 pairs instead of the expected 35 pairs. Additionally, 4 pieces were in different colors and all items arrived in a dirty and disorganized condition, making it inconvenient for me to match the pairs. I believe my dispute is valid, and I hope you can review our conversations to understand the situation better. If my dispute is not resolved satisfactorily, I will need to take further action. Thank you. ‎7/‎30/‎[redacted]

Dear Sir or Madam, I wanted to inform you that I have notified the seller, Mr. Store, about returning his parcel with the following details: Order Number: [redacted] Order Date: 30.06.[redacted] Package Number: CP[redacted]78CN I have included the email notification in the text. I will also attach any relevant documents/photos. Unfortunately, I am unable to provide additional evidence beyond the handover protocol from German Customs Office to DHL and shipment tracking printouts. I hope for a positive resolution to the dispute with the seller and expect a full refund to be issued to my credit card. Thank you for your assistance. Best regards, Michael K. Attached message to the seller, Mr. Store: Dear Sir or Madam, I am returning your package with the same tracking number. German customs received the package on July 24, [redacted], and handed it to DHL for return. The package was processed in Rodgau, Germany on July 29, [redacted], at 5:58 a.m. It is now on its way back to your region in China. I will upload images as evidence to AliExpress. Kind regards.

Order # [redacted][redacted] I have not received any packages despite ordering 2 lamps. I am still waiting for the lamps to be delivered or to receive a refund. The package information provided shows one item in transit and the other not delivered. I am disappointed by the time and effort I have had to invest in trying to resolve this issue. Thank you for your assistance.

I placed an order several months ago for 10 items (#[redacted][redacted]) that I have not received. The store seems to be closed as there are no items showing for sale. Despite filing disputes, AliExpress keeps sending form emails asking me to wait. Now that the confirmation time has ended, they have advised me to wait 15 more days before submitting a dispute request. When I tried to comment on the dispute page, they sent another form email advising me to wait. I feel frustrated as it seems like a runaround. I prefer resolving issues quickly and fairly but feel like my patience is being tested. I just want my $25 refunded as I have found another seller to purchase from. Thank you.

Hello, I recently made a purchase and received an item that looks nothing like the photo. The seller is pushing me to cancel the dispute before issuing a refund, even though I believe they should cover the return shipping. The seller is insisting I change the dispute reason to "I don't need it" to ensure a direct return. They claim that if I select "doesn't match the description," AliExpress will only give a partial refund. The seller is urging me to choose "I don't need it" to cover the return shipping, but I'm uncertain if they'll follow through. They mentioned refunding me for one item, but PayPal notified me the payment is on hold, which seems unusual. I want to return the items and receive a refund, but I'm anxious the seller might not hold up their end of the bargain. Can anyone advise me on how to proceed?

I recently purchased a toy lightsaber, but I encountered a problem with the seller. It appears they used a misleading tactic by providing me with a tracking number that belonged to another customer in the USA, not in the UK where I am located. Despite presenting clear evidence to customer service, they continue to insist that the shipment was on time based on this incorrect information. It wasn't until two weeks after my order that I received the actual tracking number from the seller. Upon receiving the parcel, I found that key components were missing, and the item did not match the description. Additionally, some accessories I paid extra for were not included, and there were quality issues with the product. Despite my concerns, Aliexpress has been uncooperative in acknowledging the missing parts or the seller's delayed shipping tactics, making it challenging to seek compensation for these shortcomings.

Hello, I have made several requests, and unfortunately, the number of my house was accidentally deleted. I discovered that packages were returned to the sender as a result. I have already informed the senders about the issue and need guidance on how to receive the orders. I have included my corrected address below: [redacted] Panda Place, Davenport, Florida [redacted]. Please update the address accordingly so that the orders can be resent to me. It is crucial for me to receive these orders, and correcting the address is the only way to ensure successful delivery. My name is Maribel R. and you can reach me at [redacted]. I would also appreciate it if you could provide a customer service contact number for further assistance. Thank you.

Hello, I need more information about the shipping options available. One seller, ZeroSun Store, offers various options such as China Post Registered Air Mail, AliExpress Standard Shipping, ePacket, EMS, and DHL with varying prices. I inquired about the delivery times for my $[redacted] optical glasses, but the seller was unable to provide a clear answer. I am looking for a source that can explain the differences between the shipping methods and verify the accuracy of the delivery times. If I choose EMS for $20 and my order doesn't arrive within 40 days, what will be the outcome? Your assistance is greatly appreciated. - Peter P., Austria

Hello, I am reaching out regarding an order I placed on Wednesday, July 22 at 1 p.m. for [redacted] masks. I am unable to locate the order or tracking numbers. Despite contacting the seller multiple times, I have not received any responses. This order is essential for my driving school business and I urgently need it. Delivery address: SELF-SCHOOL REFLEX RIS 79 Route de Grigny [redacted] Ris Orangis France The account used for the order is: [redacted] I paid €[redacted].19 via MasterCard under the name KOUAME KAREN. I have attached a screenshot of the payment. Please reach out to me at your earliest convenience via this email address. I have double-checked my order history, and it was placed with your company. Kindly investigate, as I may request a refund otherwise. The payment shows as "Aliexpress.com," with Luxembourg as the merchant city. The transaction authorization code is NJ6ZWY (for verification purposes).

Hello, I am reaching out regarding my recent order made on Wednesday, July 22nd at 1 p.m. for [redacted] masks. Despite my efforts, I am unable to locate the order or tracking information. I have been attempting to communicate with the seller, but unfortunately, they have not responded to my messages. This order is essential for my driving school business and is needed urgently. The delivery address is as follows: SELF-SCHOOL REFLEX RIS 79 Route de Grigny [redacted] Ris Orangis France The account associated with the order is [redacted] The payment of €[redacted].19 was made using MasterCard under the name KOUAME KAREN. I have included a screenshot of the payment for reference. I kindly request that you get in touch with me promptly via this email address. I have verified my order history, and it confirms that I placed the order with your company. Please review your records, and if the order is not found, I will need to proceed with requesting a refund. Thank you for your prompt attention to this matter.

Hello, I have been a long-time user of AliExpress and typically found it to be a reliable platform connecting sellers and buyers. However, recently I have encountered issues with a seller who has been uncooperative when it comes to resolving problems. In November [redacted], I placed an order for a truck tire pressure monitoring system (truck TPMS) with a total value of 93,[redacted].33 RUB, divided into three shipments. The third shipment indicated the full order cost, making it subject to customs duty. Despite agreeing to return it to the seller for resending, there have been challenges. The seller confirmed receiving the returned package and agreed to resend it with goods valued at $[redacted], but later claimed it hadn't been returned. After various attempts to resolve the issue, I managed to retrieve 17,[redacted].78 RUB, roughly half of $[redacted], through a consultant on the AliExpress website. Unfortunately, subsequent attempts to clarify the remaining balance have been unsuccessful. It seems the seller is avoiding communication and the customer service response has been lacking, leaving me dissatisfied with the experience.

Hello, I purchased 2 LG G6 phones on your website. My bank account was debited on July 17, [redacted], for €[redacted].84 (€[redacted].84 : 2 = €99.42 per phone). The phones were delivered, and I found them in my mailbox on 04/08. One phone works, but the other does not turn on. When I try to charge it, there is a red question mark flashing in the battery symbol. When I check my or my spouse's account, there is no order related to this purchase showing up. Can you please quickly resolve this issue? It is important that I have the necessary information to solve this problem. I await a prompt response. Thank you. Regards, Jean-Paul F. or Angela F.

Hello, my name is Jorge, and I have been an AliExpress customer for a long time. I encountered an issue with my recent order, number [redacted][redacted]. The seller failed to ship the product and provided an invalid tracking code. Despite presenting evidence during the dispute, the seller updated the tracking code to another incorrect number, and AliExpress resolved the dispute in the seller's favor. I am disappointed as I have never faced such a problem on AliExpress before. I kindly request a reevaluation of the evidence and messages from the seller to verify that the product was not shipped to my address. Your attention to this matter is appreciated. Thank you, Jorge G.

On June 19th, [redacted] at 14:38, I placed an order for a kitchen cart, but my credit card had been closed. Realizing this, I promptly cancelled the order and updated the payment information at 14:43 on the same day. I placed a new order for the same item. However, I have not received the item as both orders were closed. I placed a third order on July 7th, [redacted], which was also closed. I noticed that there is an open appeal, but I did not request it and I am unsure which of the three orders it pertains to.