AliExpress Customer Service Issues

During August of this year, I made purchases on the platform using the credit card linked to my account. Unfortunately, the products I bought never arrived and do not show up on the platform. I have all the transaction records that need to be reviewed. The automated customer service on the app has not been able to help me resolve this issue. It feels like my orders were never processed at all! I am hoping to speak with a real person for assistance instead of dealing with the automated customer service system.

Dear Aliexpress, I am a regular customer and I would like to address an issue that I believe needs attention. Recently, I have noticed a misleading practice by some sellers. When browsing for a product, I encounter a range of prices and irrelevant items, which only adds confusion. Sellers often display unrelated products alongside the main item, making it hard to focus on what I truly want. For instance, searching for an SD card may also show items like plastic containers instead of just different SD card capacities. This approach hinders a good customer experience, leading me to avoid making purchases on Aliexpress. I am disappointed by this misrepresentation and I urge you to take action against this deceptive practice.

I placed an order a few months ago, and although the seller provided proof of postage and Royal Mail in the United Kingdom confirmed they received it, I suspect it was delivered to the wrong address. I have contacted Aliexpress for help, but my dispute was closed. Royal Mail has given me a reference number to give to the seller to claim the money back, but the seller seems uncooperative. This situation is causing me stress and affecting my health. I regret recommending Aliexpress to others and am hesitant to order again. The order reference number is [redacted][redacted], and Royal Mail's reference number is 1/[redacted]. The order total is £88.61. I am reaching out for assistance as Royal Mail mentioned they can only help me claim the money from the seller's country. I am at a loss and would appreciate any guidance on resolving this issue. Thank you for your support.

My invoice number is B10MZCA[redacted][redacted]. When I ordered the hot air station, the seller said it is 110v, which is why I bought it. However, he sent me a 220v unit that I did not want. I opened a case and agreed with Aliexpress's suggestion to pay for shipping and send it back, but I never received the name and address to do so. I contacted customer support via chat, and they told me to click "agree." To my surprise, this led to agreeing to only a partial refund and keeping the unwanted unit. Another service representative gave me the address to send it back to: Consignee: Aries Country or Region: China Province/Municipality: Guang Dong Sheng City: Shen Zhen Shi County: Fu Tian Qu Street Address: Hua Qiang Bei Jie Dao Zip Code: [redacted] Additional Information for Shipping Address: [redacted], Floor 7, Block B, Huaqiang Plaza I would like to send the unit back, provide pictures and a tracking number, and submit it to Aliexpress for a full refund. I need the unit, but I will purchase from a different seller. I am desperate for help, as the current unit is not what I need. I have saved for 6 months for this and cannot use it. Please assist me.

Hello, I hope this message finds you well. I am reaching out to inquire about the shipping process. I am interested in purchasing multiple items; however, the shipping charges seem excessive. I would like to opt for my own preferred shipping company to personally collect the package and deliver it to my address. Additionally, I am seeking assistance in consolidating all my items into one package. Could you please provide me with the dimensions and weight of the box? This way, I can arrange for shipping with my preferred company. Purchasing over 40 items makes contacting each seller individually impractical and time-consuming. Therefore, any guidance you can offer in streamlining this process would be greatly appreciated. I look forward to your response, and thank you in advance for your help. Warm regards, Hanan

Help! The seller changed their listing pictures 19 days after sending me the listing. Approximately [redacted]+ orders were placed between my two stores during that time. The seller used copyrighted pictures to promote the product in the first listing. When he updated it 19 days later, the pictures were nothing like the original. As a result, I had to refund over [redacted] customers because they rightfully opened cases against me for "item not as described." I have been tirelessly opening disputes, adding videos, photos, and comments to AliExpress. Despite reporting the seller for copyright misuse and providing evidence, I am struggling to find resolution. AliExpress acknowledged the seller's wrongdoing, but I am still waiting for a satisfactory outcome. It has been a frustrating experience, causing me financial losses and forcing the closure of both my stores. I hope justice will prevail in this situation. Thank you in advance.

Hello, I hope you can finally help me. In January, a shipment was returned by customs, and there was a dispute. Aliexpress closed the dispute claiming the package was delivered, which is not true. The shipment arrived at the German customs office, and they returned it as per my request. The seller states they did not receive the package. I provided them with the tracking number multiple times and informed them that DHL handed the package over to China Post. Order number: [redacted][redacted] Logistics number for the return: RD[redacted]69 How can I get the refund back? Best regards, Reiner G.

Subject: Assistance Needed with Defective Item Return Dear Sirs and Madames, I am encountering difficulties with my first purchase from your store. Order number: [redacted][redacted] The laser I received was defective. I spent nearly 2 weeks arguing with the seller about its condition and my request for an exchange. This led me to open a dispute on the 15th day. Eventually, the seller agreed to refund after the return. However, I have not yet received a return label. The seller advised me to close the dispute and open a new one for a free return. Regrettably, I cannot open a new case as the seller asked me to close the existing one. The seller now insists that I open a new dispute for another item to qualify for a free return, even though I purchased a different item. This seems deceitful as it is unrelated to the defective product. Despite feeling cornered, I attempted to open a dispute but could not find the option for a free return. Could you kindly intervene in this matter with the seller and provide me with a return label for the defective product? Best regards, Pavel Stys

I agreed to receive a 50% refund on an order dispute instead of returning the item for a full refund due to the inconvenience of shipping it back. However, the option for a partial refund has vanished, and now I have a limited time to return the item for a full refund or forfeit any reimbursement. I have contacted the seller, but I am unable to find a way to request the original partial refund option. The order number is [redacted][redacted]. AliExpress has suggested two solutions, one for a $19.06 refund and the other for returning the item for a $38.12 refund. I desire to proceed with the $19.06 refund and conclude this matter.

To Whom It May Concern, I have noticed that every time I make a purchase on AliExpress, I am being charged by your company for a cash advance. This is concerning. I have never encountered this issue with any other online retailer. I took advantage of your 11/11 sale to save money, but the additional $10 charge for each transaction significantly offsets those savings. After contacting the sellers, it became clear that the extra fees were imposed by AliExpress and not by them. I find these undisclosed charges to be unacceptable and unethical. I kindly request a refund of the charged amounts before I escalate this matter further. Thank you. Sincerely, Lily

On AliExpress, my name is Omar Moftah, and my order number is [redacted][redacted]. I have been trying to get a refund due to a shipping issue, and both the buyer and AliExpress agreed to it. I was told to wait 15 days for a coupon, but I did not receive it. After contacting customer service multiple times with no response, I was informed to wait for 5-7 days via email, which also did not happen. The "Expert team" mentioned that since buyer protection expired and no dispute was raised, they could not assist me. This situation is frustrating, especially after I tried to resolve it with the seller with no success. Please address this promptly as it has been over a month of unsuccessful attempts to resolve the issue. I can be reached at [redacted] or via email at [redacted]. Looking forward to a quick resolution. Thank you.

Order Number: [redacted] Status: The seller has shipped your order International Shipping Company: AliExpress Standard Shipping Tracking Number: EX[redacted]05SG Dear AliExpress Customer Service, I apologize, but it has been almost two and a half months since I placed my order, and I still have not received it. The product was shipped to my country on 14.10.20, although the original order was made on 29.9.20. The estimated delivery time given was between October 23 and November 08, and since an additional 10 days have passed beyond that, I am concerned. After 48 days, I have not received any updates on the whereabouts of the product. The seller has informed me multiple times that the product is on its way. I had hoped to receive the product by the end of October for personal reasons, but unfortunately, it has not arrived. I am unsure whether to cancel the order and request a refund or ask for a quick reshipment of the product. Sincerely, Moshe T.

Hello, I made a purchase on May 25, [redacted] through Aliexpress. However, I have not received my order yet. After numerous attempts, I was advised to reach out here and explain the situation for assistance. On May 25, [redacted], I placed an order, encountered an error which made me assume the payment did not go through. The next day, I noticed the money had been deducted from my bank account. I waited day by day for my order, hoping it would arrive. After contacting Aliexpress Customer Help Service, they stated that they never received the payment and advised me to check my bank account as any unsuccessful transactions are refunded. I checked my bank account multiple times and even contacted my bank service, who confirmed the payment was deducted and no refund had been issued. I reached out to Aliexpress Customer Help Service again and they requested me to explain the situation here. If no resolution is provided, I will seek legal advice as this situation is frustrating. No one seems to take responsibility. I spoke with a representative who suggested I email PaySafe to resolve the matter, but I was informed by PaySafe that they have not been working with Aliexpress since [redacted].

I ordered a softbox kit with the expectation it would arrive in a week. After communication issues, the seller proposed sending a weaker alternative but failed to meet my 7-day deadline. The seller then provided a false tracking number and only reached out when the shipment was at risk of being canceled. This experience has been frustrating, especially because I had already initiated the cancellation process.

I ordered a wig from Atina Queen on October 15th described as "Full Lace Human Hair Wigs Honey Blonde Highlight Wigs HD Lace Frontal Wig Remy Ombre Brown Deep Part 13x6 Lace Front Wig". I paid $[redacted].04 for a 22-inch, [redacted]% density 13x6 lace frontal wig with medium brown lace color. However, the wig I received was a 13x6x1 T-Part wig, only 20.5 inches long or less, with the wrong lace color and a bald spot where I part it, making it unusable. After contacting the seller and receiving inadequate offers, I opened a dispute requesting a $[redacted] refund. Though the seller did not respond within the allotted time, they did not honor the refund. Even after providing additional evidence, they only offered $[redacted], which I found unfair. Despite Aliexpress acknowledging my claim's validity, they have not resolved the issue in 4 days, causing me distress as I need a proper wig for my upcoming graduation.

Hello, I mistakenly placed an order on 11.11.20 through the AliExpress app and canceled it within a few minutes. This is my first time using the app and I find the procedures quite complicated. I have requested a refund, but it has not been processed yet. I would like to know the necessary steps to expedite the refund process. I have all the order details available if needed. Despite it being a small amount, I am determined to follow through to secure my refund. If necessary, I will take legal action if my refund is not issued. The order number is [redacted][redacted]. I appreciate a prompt response. Thank you.

Hello. I am a loyal AliExpress customer. I ordered 7 items in July, and everything arrived except for one sweater. Despite contacting the seller and opening a dispute, I have not received a refund. AliExpress agents have given conflicting information, some saying I will get a refund and others claiming I received the item. The tracking shows the item is in a different city than mine, Hamilton, Ontario. Even Canada Post couldn't locate the exact address. It's frustrating to be told different things and not given a clear answer. I hope AliExpress can rectify this error and show respect to customers by addressing the issue promptly.

Hello Aliexpress Customer Service, I recently had to open a dispute for order number **************** due to an issue with the delivery. I returned the item to the seller as per the AliExpress dispute resolution process. I also filed a dispute for a computer battery order that was not received, and AliExpress made a decision about it. Additionally, I noticed multiple charges on my credit card statement from AliExpress. I opened a dispute for one of the orders that was marked as auto-received, even though I did not receive it. The dispute is related to order number ****************. I am facing account issues as AliExpress has frozen my account amid a dispute for order number ****************. Your prompt assistance in resolving these matters would be greatly appreciated. Thank you.

I recently filed a complaint on AliExpress regarding an item that was not as described. They offered a solution where I could return the item for a full refund with shipping covered by the seller, who had not responded yet. However, when trying to accept the solution on the website, the layout was confusing. Even though I clicked to accept AliExpress's proposed resolution, the dispute page now shows that I will be refunded 0 Euro instead of the correct amount of around [redacted]€ plus shipping. The seller also quickly accepted this flawed solution. My attempts to contact AliExpress about this issue have gone unanswered, and the dispute is marked as "resolved" without further instructions. I am unsure how to proceed with the return of the item. I appreciate any assistance you can provide.

Dear all, I have purchased numerous items from Trendyol, but I am facing an issue with my order RA[redacted]24TR. Despite being informed that the item has been forwarded to the destination country three weeks ago, there has been no further update. I contacted the postal office in my country, but they have no record of this order. Meanwhile, a later purchase from the same store has already arrived. Typically, deliveries from Turkey take about one week, making the delay of three weeks concerning. The store has not been responsive or provided any useful information regarding the status of my order. I would appreciate any assistance in resolving this matter as I am frustrated with the lack of communication and the potential need to cancel the majority of my orders.