AliExpress Customer Service Issues

Dear Sir/Madam, I received an email from your service department requesting feedback, but I found the text box too small to provide detailed input. I hope this email serves as a constructive response to your inquiry. Interacting with an automated system can be challenging, especially when trying to convey specific details. When searching for items, I expect relevant results, like a Samsonite phone case instead of irrelevant products. It can be disconcerting when unrelated results, such as sex aids, appear instead of the intended items, leading to confusion and delays in placing orders. Furthermore, encountering out-of-stock notifications after making a purchasing decision can be frustrating. Having to pay additional fees or facing high shipping costs can also impact the customer experience negatively. While I appreciate your company and products, I believe these issues can be addressed to enhance the overall customer journey. Best regards, Marjo Leino, Finland

I recently received an email stating that my dispute with Sakuragi Store was denied. They referenced order resolution number [redacted][redacted], which is incorrect. The correct order number is [redacted][redacted]. The China Post Tracking LT[redacted]6NL is accurate, but the final delivery is being sent to an address in Valencia, Spain, which is not mine. Communication has been challenging due to language barriers as English, Chinese, and Spanish translations have been confusing. Despite multiple interactions on AliExpress and with Sakuragi Store over the past four months, I have been told conflicting information about the status of my package. I am frustrated with the lack of clarity and request either the delivery of my purchased item or a refund. Please provide a clear timeline and resolution for this issue.

Good afternoon, I am interested in purchasing the following product: PX6 Multimedia Player 4 + 32G Android 9 for AUDI A4 (2[redacted] B8) Q5 (2[redacted]) Bluetooth, 7" GPS navigation, Wifi, 4G, DAB DVR OBD My car is an Audi A4 8K B8 registered on July 7, [redacted], it has an Audi concert radio and an auxiliary connection in the central armrest. I would like to know if it is truly compatible with my vehicle and if you have any products on Aliexpress that can be installed in the car's lighter socket to connect the phone to the navigator through the USB ports it has, instead of having them loose around, eliminating the lighter socket. I would also appreciate it if the product is compatible with my vehicle, if you could provide all the information in Spanish as many things are in English and I do not understand them perfectly. Lastly, do you know if on the main navigation screen, the vehicle (Audi Q5) can be changed to Audi A4, which is mine? Though this is a minor issue. I assume the navigator has several languages, including Spanish, of course. Please consider that if it is compatible with my vehicle, I am determined to purchase it. Looking forward to your response.

It is concerning to see sellers on platforms like Aliexpress using the same photos for their products and claiming to be the manufacturers. This behavior can be misleading and deceptive to buyers. It's frustrating when sellers are uncooperative and untruthful when asked about their products. It undermines the trust buyers have in Aliexpress as a marketplace. It appears that many sellers are misrepresenting themselves as manufacturers when they are actually just reselling items from a central source. This practice harms the reputation of both the sellers and Aliexpress. It is disappointing to encounter such dishonesty when trying to make purchases.

I recently bought two pairs of bandage pants in red and white from Jubao Female Store. Unfortunately, the packages were returned to the seller. I contacted them to arrange for reshipment, but they asked me to pay for the return shipping, which I did. However, since then, I haven't received the reshipped package nor have they provided a refund. Their lack of communication and service is frustrating, making me question using AliExpress as a marketplace. I hope someone can address this issue promptly. Thank you.

Hello, A few months ago, I deleted my email account with "GMX," on which I was registered with the AliExpress app. Today, when placing an order, I noticed that my account on AliExpress has been completely deleted, and I can no longer access it. I cannot log in through the web browser and did not receive any order confirmation. I have paid for the items. Am I at risk of losing my money? I tried to change my email address, but I am struggling with English. Everything is so complicated here. I cannot provide an order number as there is no record of my purchased items in the app. I am very unhappy. Can you please assist me in receiving my items despite my deleted email account and having already paid for them?

On the 9th of October [redacted], I purchased a Huami Amazfit Stratos 2 smartwatch (€[redacted]) from the Aliexpress website. The watch, delivered by the reseller Gshop Store, arrived about a week later. However, after 10 months, the watch has started overheating and the battery drains rapidly. I promptly reached out to the reseller through the Aliexpress order page to seek a resolution, as I believe a smartwatch should last longer than 10 months and is still under warranty. I have yet to receive any response from Gshop Store despite sending multiple messages. It seems their responsiveness is lacking when it comes to post-sale support, which is disappointing. My details are as follows: A.K. Veldman Dorpshuisweg 3 [redacted] BL Harkstede Netherlands Product: Huami Amazfit Stratos 2 smartwatch Online Store: Aliexpress Reseller: Gshop Store Order No. [redacted] I am seeking either a replacement or a refund for the faulty smartwatch.

Hello, I am a dropship seller who recently purchased 3 products from Lolita's New Home Fashion. I placed my orders on 11/08, 13/08, and 14/08, and unfortunately, the products have not yet left the country. It has been over two weeks since I made the order, and my customers were expecting the products to arrive within a week. The seller, Lolita's New Home Fashion, has been unhelpful and unresponsive to my inquiries about the shipping status of my orders. Unfortunately, they provided vague responses and did not offer any substantial updates. I only received tracking information after the dispatching time had already passed. Given the lack of assistance from the seller and the delayed shipping, I am faced with the dilemma of how to handle my customers' expectations. I am considering whether to issue refunds, ask them to wait longer, or reorder from a different supplier. Order Numbers: [redacted][redacted][redacted]47 [redacted][redacted]

Dear AliExpress team, I am experiencing issues with a seller who has not shipped my order for several days. The DHL tracking number provided appears to be fake as there is no traceability on the DHL website, and the seller is unresponsive. Today, I noticed that the order has disappeared from my account after previously being listed as shipped. I discovered the item under "finished" status. This change has left me puzzled as I am unable to open a dispute, even though the purchase protection period was supposed to last over 2 months. This lack of recourse is disappointing and has surprised me. This is the first time I have encountered this situation without the option to open a dispute in my account. The order details are as follows: ID: [redacted][redacted] with shipping via DHL as stated in the item description for 5 items. I hope for a prompt resolution on how to obtain a refund as the purchased items are no longer available on AliExpress. It has become evident to me that the seller, Shop[redacted]00 Store, is likely fraudulent. Looking forward to your assistance, Angéla Fejes

I recently purchased engine parts from the seller Four Green Trees Store with the order ID: [redacted][redacted]. Unfortunately, after waiting for two months, the parts turned out to be counterfeit and not functional. I requested a refund and provided evidence to the seller, who agreed to the refund process by asking me to send back the goods. However, I encountered issues with the return address provided by the seller as it turned out to be invalid with mismatched details. I trusted the seller's address, but the local Post Office refused to accept the parcel due to it being invalid. I discovered through a friend in China that the address was fraudulent, and the seller refused to provide a valid one. The seller's lack of cooperation and attempts to avoid refunding the $[redacted] I spent on the parts is frustrating. Despite reaching out to AliExpress customer service multiple times since August 22, [redacted], I have not received any assistance. The buyer protection deadline has now passed, leaving me without a resolution or my money back. I am hopeful that someone will address this issue promptly and provide the refund I am entitled to.

Regarding order [redacted][redacted], I submitted the package to USPS within the deadline of 08/22/[redacted] assuming the return process was complete. However, my account shows that the dispute has been closed without a refund. This was my first experience with Aliexpress return service, and it was confusing. Initially, I was unaware of my return request's approval. Upon realizing the approval on the final day, I promptly printed the label and sent off the package. The return timeframe is surprisingly short. Despite presenting tracking number evidence ([redacted][redacted][redacted]) and the return receipt during my dispute appeal, it was still denied. I tried reaching out to customer service in vain as the live chat was unresponsive and no contact phone number was available. I am seeking assistance from a live customer service representative regarding this issue. Thank you.

Order ID: [redacted][redacted] Ordered on: May 4th, [redacted] at 13:12 Hello, I am writing to address an issue with one of your suppliers, "LOSONCOER Global Store," regarding an order I placed for a battery for the UMIDIGI A3_pro phone. I received the new battery in July [redacted] as expected, but when I attempted to install it in August [redacted], I discovered that the connection connector was incompatible with my phone, despite the product description stating otherwise. I have tried to resolve this matter by contacting the supplier multiple times, but I have not received a satisfactory response. I am seeking either an exchange or a refund for the $21.62 paid for the battery. I believe that the lack of communication from the supplier is unacceptable. I have retained the non-compliant battery and hope for a prompt resolution from your end. Thank you for your attention to this matter. Sincerely, A. Email: [redacted] Please note that I have been a loyal customer of yours for a long time. Additionally, I have observed delays in shipments and quality issues that do not seem to be adequately addressed.

Hello, my name is Lidia Todorova, and I am reporting an issue regarding a seller who is not providing me with the prize I won. On August 25th, I participated in a 24-hour live show on AliExpress Official. During the event, I watched the presentation for product number 3, a Nail Set and Nail Lamp, presented by LNWPYH Official Store. After the presentation, a lucky draw was held, and I won the nail set and lamp by following the instructions using the coupon code "PARTY131." However, when I contacted LNWPYH Official Store to claim my prize, they insisted I still had to use the coupon code, despite winning it fair and square. I find this situation unacceptable and hope AliExpress will assist in resolving this matter promptly to avoid similar issues for others in the future. Thank you for your attention to this matter.

Order number: [redacted][redacted] Seller's name: YinXin Glasses Store Unfortunately, due to the current situation with the coronavirus, I haven't received my item yet. I promise that even if it takes a year, I will refund your money if I receive the item. I'm asking for your agreement to open a dispute. Dear friends, please refrain from opening a dispute. Your order is en route and will be delivered to you soon. Hello, I'm having issues with this seller who assured me my glasses would be sent and asked me not to open a dispute. After 15 days passed, with no communication from the seller, I had no choice but to consider opening a dispute. I want to make it known that I am aware that a refund might not be possible. I just want to highlight the seller's dishonesty. Thank you.

Latifa N. Shipping Address: Agzenay 26 Angle Rue Mimouza et El Banafsej Hay Raha Residence Riviera, Apartment 25 Casablanca, Beausejour, Morocco, [redacted] Order Number: [redacted][redacted] Seller's Name: YinXin Glasses Store Hello, unfortunately, I have not received my item due to the impact of the coronavirus. I am willing to wait and even refund you if I receive the item later. I kindly request to open a dispute. Thank you. Dear friends, please refrain from opening disputes as your order is in transit. You will receive it soon. Thank you. Hello, I am encountering an issue with this seller regarding the delivery of my glasses. Despite promises and pleas not to open a dispute, after 15 days of waiting, I had to take action. The seller ignored my messages and I feel compelled to inform others of this disappointing experience. Thank you.

I have an issue with a missing package I ordered back in March. The company claims it was delivered, but that's not true as I never received it. They have no proof of my signature on any invoice. I would never lie about not receiving a package for just 15.56 euros. It's the principle. All other orders arrived on time, except the one from 3C lol STORE which mysteriously went missing. Other orders, like simple pendants from different sellers, were delivered. When trying to contact AliExpress for support, they make you wait for hours in chat with no response. Now they say they only refund if you paid with PayPal, which is ridiculous. I used a prepaid MasterCard for payment and they accepted the payment but won't issue a refund? It's dishonest. I reordered a Pandora bracelet with pendants for my niece before this issue, but now I regret buying anything from them. If the seller doesn't refund, AliExpress should send me the bracelet I ordered, if they are honest.

I am requesting a refund of $51.59 CDN for 4 items that I did not receive. My AliExpress account has been disabled, and even after creating a new account as advised, I am unable to open disputes, communicate with sellers, or provide feedback. Sellers are willing to refund, but they can't do so without an active account. It seems my account was disabled due to what AliExpress considers abuse of Buyer Protection, despite following the process as instructed by sellers. Dealing with AliExpress for almost 2 months has been frustrating, as their customer service seems unhelpful and scripted. Buyer Protection appears ineffective as opening disputes for undelivered items has negative consequences for buyers. I simply seek a full refund and hope AliExpress can temporarily reinstate my original account for this purpose.

Order# [redacted][redacted] Hello, I have attached the proof required for my refund. Order# [redacted][redacted] Tracking# LN[redacted]63CN I am a loyal customer, katsy Salvant, who has always enjoyed your innovative products for a long time. Unfortunately, I recently encountered an issue with my order of two jumpsuits that were not delivered to my address in Orlando, FL. Despite the seller claiming it was delivered and signed for, I never received it. After a dispute and providing evidence that the package was not in Florida, I was initially offered only a partial refund which I declined. Despite multiple attempts to submit proof, my refund request was consistently denied. I urge you to reconsider and uphold the integrity of your company. The $30.22 may seem insignificant, but it is about principle and respect. I will continue to escalate this matter until it is rightfully resolved. Thank you for your attention.

I made a purchase from your company on July 24th for two tablet batteries. The total amount of £12.55 was charged to my Visa card ending in [redacted]. The transaction details show a payment to ALIEXPRESS.COM in Luxembourg for £13.38. One of the batteries was supposed to be a 10000mAh size, and the other around 4200mAh. Despite placing the order, I did not receive a confirmation email. I vaguely recall the company being based in Shenzhen. It's been over a month, and I have not received the items at the following address: Ivor Nicholson Calle Genil 46 ALBUNOL Granada [redacted] I am requesting a refund since the goods have not arrived.

I have not received an item from Aliexpress that was sent from the Netherlands, and it has exceeded the recommended delivery date. The post office mentioned that EU companies should include the receiver's name or email on parcels, but they cannot verify this information for items sent within Europe. Aliexpress warns me that time is running out to file a complaint, requiring me to dispute within 15 days. Despite contacting the companies involved, there has been no response regarding a refund for the missing item or for a defective product. I am encountering issues with submitting the dispute form on Aliexpress, as the send function appears to be malfunctioning. The two problematic orders are from Powerland Store for a Bosch battery and Taxelle for defective toggle switches. Attempts to communicate with the sellers have been unproductive, and Aliexpress has been unresponsive as well. I seek assistance in resolving this matter with Aliexpress and request help in notifying them about the issue with their dispute form not sending properly. Thank you for your support, and I look forward to your response. - E. Widmer