AliExpress Customer Service Issues

I purchased an item in Spain and it was delivered from there, but unfortunately, it arrived damaged with wires exposed, a bad smell, difficult to move and bend, and of lower quality than described. Upon trying to return it, I faced challenges as the seller requested it to be sent back to China, not Spain. The cost of return shipping to China is [redacted]€ while the item only cost [redacted]€, making it unreasonable for me to lose money on a defective product not due to my fault. Despite numerous attempts with customer service through chats and emails, there has been no cooperation, help, or understanding from the seller or the platform. I am extremely dissatisfied with this experience and caution others not to buy from them. I am considering creating a YouTube video to share my story with others and warn about the lack of support from the seller and the platform.

I opened a dispute for a package I didn't receive, but my appeal was rejected. The tracking shows the item was delivered, but I never got it. The link provided by AliExpress to submit documentation doesn't work, giving a [redacted] Error. I want to know how to send the proof I have to them.

Hello, I recently ordered a dress for my wedding, asking for pink and ivory colors, but received pink and white instead. The dress is also too big despite providing my measurements. I extended the time for the seller to fix the issues, but now they want me to ship it back, which I don't have time for before my wedding on November 19. The seller offered a partial refund of $30 to $50, but I refused as they sent the wrong color and size. They then proposed giving me $[redacted] refund in exchange for a 5-star review, which shows their dishonest intentions. I urge them to take back the dress and refund the full amount, as I cannot risk not having the right dress in time for my wedding. I expect better service from sellers and hope to resolve this situation promptly. Thank you for your attention.

I purchased a Nomu S50 Pro phone from AliExpress, intending to use it long-term. It is the first time I have bought from AliExpress, and this phone is quite expensive. After using it for a month, I am facing an issue with connecting to my local network operator. I, therefore, tested my sim card on another phone, which worked fine for calls but my Nomu phone does not get any reception for calls or internet, except when connected to WiFi. I am requesting a replacement Nomu S50 Pro from AliExpress as soon as possible as I rely on having a phone and cannot afford to buy a new one after this purchase. My order number is [redacted][redacted], and I received the order around August and started using it now. Your prompt assistance resolving this matter would be greatly appreciated.

I recently purchased a phone, the Nomu S50 Pro, from AliExpress after using phones for many years. Within a month of using it, I encountered a problem with the connection to my local network operator. I have verified that my SIM card works in another phone, but with the Nomu S50 Pro, I do not have any reception for phone calls or internet, except for WiFi. I am unable to use other phones and cannot afford to purchase a new one after this. I request a replacement Nomu S50 Pro from AliExpress, and I am willing to return the faulty phone. My order number is [redacted][redacted], and I received the order in August but only started using it now. I appreciate urgent assistance with this matter. Thank you.

Hello, I am experiencing an issue with my order number [redacted][redacted]. For two days, I attempted to obtain the free refund label, but it did not work on my PC. Only after downloading the app on my phone was I able to access it. I shipped my package on October 11, [redacted], using UPS with tracking number 1Z7W916Y[redacted]. I reached out to AliExpress support regarding the delayed arrival of my package and the refund label not working initially. They assured me I would receive a refund. However, my dispute was closed on October 14, [redacted], and I have not yet been refunded. An email on October 15, [redacted], mentioned that my parcel had not reached the warehouse, contradicting UPS confirmation that it had arrived at the correct location. Despite attempts to contact customer support, I only encountered the Eva-bot. Additionally, the seller claims they have not received the money. I am seeking assistance in resolving this matter. Thank you, T.N. Truong

I placed orders with three different sellers on AliExpress last Friday and paid using my debit card for all of them. I received confirmation emails for successful payments. However, the verification process on the app has been delayed. It initially stated 24 hours for verification, but now says an additional 6 hours are needed, even though it has been over 72 hours. I contacted the sellers with proof of payment. One assured me they would send the item, while the other mentioned a potential risk flagged by AliExpress. The payment process seems to be causing delays. I am willing to wait for the products to arrive, but the slow confirmation to the sellers is concerning.

I recently bought a diamond painting kit, but upon opening it, I discovered missing colors and drills that were too small, creating gaps in the picture. I've been in touch with the seller for three weeks trying to resolve this, but now they want me to pay for the replacements, including shipping and a foreign currency exchange fee. They keep asking me how many I need, but since the kit didn't come with a color chart, I can't provide that information. This situation is very frustrating, and at this point, I simply want a refund. Order Number: #[redacted][redacted] Seller: Shop[redacted] Store

I am noticing a discrepancy in the total price displayed in the order overview compared to the amount shown when confirming the order. My cart reflects a lower total price than what appears in the order overview post-payment. The transportation cost is also differing from what was initially confirmed. The order ID in question is [redacted], and I have corresponded with the vendor about this issue. The total price in the overview shows as 29.39€, yet in my cart, the same items total 24.51€. Upon confirmation in the App, the total was 23.83€ after adjustments. Therefore, I am unwilling to proceed with the higher amount shown in the order overview as it does not align with the confirmed price. I believe there may be a minor software glitch causing this discrepancy. I aim to complete the order at the correct and lowest price of 23.83€. If needed, I can provide evidence of the price differences upon request.

I recently received an email from Aliexpress informing me that the seller had agreed to issue a refund for my order. However, despite this agreement, I have not received my refund after waiting for approximately 3 weeks. The seller has now blocked any further communication, and I am unable to reach Aliexpress for assistance in reclaiming my money. It is disheartening that the dispute was closed prematurely before I received my refund, especially since the seller acknowledged the need for a refund due to non-delivery of the item. I have exhausted all efforts to resolve this issue with Aliexpress to no avail. Below is a portion of the email I received from Aliexpress regarding the dispute resolution for Order [redacted][redacted].Your prompt attention to this matter would be greatly appreciated. Thank you.Regards, J.

I recently received an email from AliExpress informing me that the seller has agreed to a refund for order [redacted][redacted]. However, it has been about three weeks, and I have not received the refund. Unfortunately, the seller has blocked me, and I am unable to contact them. I have tried to reach out to AliExpress for assistance, but have not had any success. I would appreciate your help in ensuring the refund is processed as agreed upon by the seller. It is disappointing that AliExpress closed the dispute before the refund was issued. I believe it would be fair for AliExpress to keep the dispute open until the refund is completed. Here is the content of the email I received from AliExpress for your reference. Thank you. Warm regards, Justin

I recently bought a knife for $27 from the Dooming store, but it was seized by customs who claimed it was illegal. I opened a dispute with AliExpress, provided the customs seizure papers, and even though the seller responded today saying the dispute is closed, I haven't received the parcel or a refund. I have spent a significant amount with AliExpress, and I am truly disappointed by the lack of communication regarding this issue. Please refund me the $27 for the knife I never received, or provide store credit. Many others have faced similar problems with closed disputes and no refunds. If this is not resolved, I will report this and reduce my business with AliExpress. I simply want my $27 back.

I am seeking a refund for a parcel that was never delivered to me. Unfortunately, customs seized the package containing a knife I ordered, and despite providing all the necessary information to the seller and the closure of the dispute, I have not received my $27 refund. I am a loyal customer who has spent a significant amount with your company, and I kindly request either the $27 refund or store credit. I understand that mistakes can happen, but it is important that I receive the refund for a product I paid for but never received. I have provided the seizure papers to prove the situation, yet I am left with unanswered questions about where my parcel and refund are. It is disheartening not to receive any updates or responses from either your company or the seller, and I hope this issue can be resolved promptly. I trust that you will do the right thing by refunding the amount to my credit card or providing store credit. Your attention to this matter is greatly appreciated.

I am currently facing a serious issue with my online payment provider "Stripe" regarding my website. They are threatening to suspend my account unless I can provide documentation proving that I am authorized to sell certain products on my site. The products in question seem to be related to Disney and Marvel characters. I am in need of a document confirming my legal reseller status for these specific products. I am hesitant to remove these items from my store without clarification. I have already undergone four verification processes with Stripe, and this request for documentation is the latest one. I am feeling pressured to comply and need assistance in resolving this matter promptly. Could you please provide me with the necessary documentation to satisfy the requirements of Stripe? Thank you for your attention to this matter. Sincerely, B. Bancroft.

I made a purchase on AliExpress in June [redacted]. (Order # [redacted]9) Unfortunately, my item did not arrive after 3 months due to transportation issues. A refund was agreed upon on September 17, [redacted], as no delivery date could be confirmed. Following AliExpress guidelines, I was prepared to wait up to 20 working days for the refund. However, more than 26 working days have elapsed. Despite contacting customer service through the chat three times, I was informed that there was a delay in processing the refund, and it needed to be escalated. After waiting an additional 6 working days since my last interaction, there has been no resolution. Sadly, the live chat service is now inactive, leaving only an automated system with repetitive responses and excuses.

I purchased a microscope from Eakins Microscope Store with order number [redacted][redacted] delivered from Spain. When it arrived on August 4th during the corona crisis in the Netherlands, I had just lost my job. I wanted to return it to Spain, but the seller insisted it had to go back to China, costing 55 euros which I couldn't afford. I tried to use the microscope, but it wasn't functioning properly. After a failed attempt to repair it, I initiated a dispute. The return to China encountered issues with customs and import fees. Despite submitting proof of the return, the seller has been unresponsive, and the dispute, which began in August, is still unresolved as we approach the end of October. I'm frustrated by the lack of direct communication with Alliexpress and simply seek a refund of [redacted] euros. Any guidance from your organization would be greatly appreciated. Thank you, Mark R. Amsterdam

Dear Support Team, I placed an order for a Headunit back on the 5th of March with Order ID [redacted][redacted]. Initially, there were some minor issues as the head unit was not completely suitable for my car, but I managed to resolve it myself by purchasing an additional cover and cable connectors costing around €80. I notified the seller about this but did not receive the support or compensation I requested. Recently, the head unit has started malfunctioning, with the screen going black unexpectedly. I have contacted the seller multiple times requesting a replacement, and they have suggested a free repair. However, this poses an issue for me as I use my car daily to commute 55 km to work, and the head unit is integral to my car's air conditioning system. Disassembling it would leave me without heating and air conditioning for 2-3 weeks, especially difficult in the 3-5 degree weather we are currently experiencing in Germany. I believe the issue may be related to hardware or wire/connector problems, as the screen goes black whenever the car encounters bumps or shakes. I noticed a policy on your website regarding warranty services for buyers from certain countries like France, Germany, and the Netherlands. My concern is why my order did not include the warranty option, especially since the car head unit is essentially a 10-inch tablet with an Android system. I have been in contact with the seller, Junsun from AliExpress, and they keep suggesting settings changes every other day, which has been ongoing for months now. I hope to receive assistance and guidance from your end on how to proceed with the repair or replacement of the faulty head unit. Thank you for your attention and assistance. Best regards.

Subject: Assistance Required for Medical Circumstances To whom it may concern, I am in urgent need of assistance due to medical reasons and I am struggling to find the correct department to address my issue. I kindly request that this message be forwarded to AliExpress Customer Service or Account Help to ensure my medical circumstances are taken into consideration. I am currently facing a serious medical condition and due to this, I am unable to use a mobile phone as advised by my doctors. It is crucial for my health and safety. Unfortunately, my account seems to be linked to a mobile number that I don't have access to. I would greatly appreciate it if the incorrect phone numbers could be removed from my account. This situation has been ongoing for six months, leading to frustration and a lack of access to my account. Despite my attempts to resolve this, I have not received any assistance. I kindly ask for your help in rectifying this issue without closing my account, as I am eager to continue using AliExpress services. I apologize for any inconvenience this may cause, and I am grateful for your attention to this matter. Please contact me at [redacted] for further communication. Thank you for your understanding. Best regards, Louise O'Connor

I have not received my parcel from the Edifier official store in Spain. The order number was [redacted][redacted], placed on 21.09.20. The parcel number is [redacted]6. Even after the seller confirmed delivery and AliExpress closed the dispute as delivered, I still have not received anything. Upon investigating, I discovered that the seller used GLS instead of Cainiao Warehouse Express, and GLS returned the parcel to the seller on 20.10.20. I have not received my parcel or received a refund. I hope this issue can be resolved. Thank you, Norbert Pfurtscheller.

Gentile Direzione di Aliexpress, desidero informarvi che mi ero iscritto al vostro sito tempo fa utilizzando l'indirizzo email [redacted] Purtroppo, non ricordo più la password perché la tenevo annotata in un'agenda smarrita durante un trasloco. Di conseguenza, non riesco più ad accedere al mio account e fare acquisti. Il 28 Ottobre [redacted] ho tentato di effettuare un ordine di 2 pezzi, ma il programma mi ha riportato alla Home anziché completare la transazione. Ho ripetuto l'ordine inserendo nuovamente i dati della mia precedente registrazione, ma ora sono bloccato e non posso inviare nuovi ordini. Vi prego di indicarmi cosa devo fare per ripristinare l'accesso al mio account e poter nuovamente acquistare sul vostro sito. Grazie.