AliExpress Customer Service Issues

I ordered an item that didn't arrive, even though the tracking showed it was delivered. I opened a DISPUTE, but it was rejected as I couldn't prove otherwise. After some research, I discovered the item was actually delivered to a different city. I informed the seller, who advised me to reopen the dispute, but I can't find a way to do so. Can you assist me? Regards, G. Beckmann

I am frustrated with conversing with automated Eva robots repeatedly and await a response. If a human is reading this, I am dissatisfied and feel my time is wasted with Eva, a robot that seems unhelpful. My feelings towards AliExpress are negative as I consider them to be untrustworthy and supporting fraudulent activities.

I bought two products with order number [redacted][redacted] on December 7, [redacted]. The seller reached out to inform me the products are not available. However, my order status shows they are shipped, and I can't cancel. The seller's next message asks me to confirm the order received for a refund. I'm unsure what to do next. Thanks.

Hello, I am writing about order number [redacted][redacted] that I received on December 18, [redacted]. The package arrived intact, but unfortunately, one of the four watches I ordered is broken. I have opened a dispute requesting a full refund for the broken watch, and the response I received stated that I filed the wrong dispute because the item does not match that of the seller (AliExpress TACTO Official Store). Upon further inspection, I noticed some differences between the broken watch I received and the one I purchased. It appears that the seller sent me a different and damaged watch intentionally. I am requesting a full refund for the cost of the watch since it is impossible for me to return it due to the high expense. It is clear that the seller provided me with the wrong and defective item. Thank you.

Dear AliExpress Support Team, I recently purchased an online account that is not working. I opened a dispute, and although my orders section shows the dispute as finished, the refund information states a credit card that does not belong to me. I have contacted the seller, but have not received a response in a long time. Can you please assist me with this issue? Order ID: [redacted][redacted] My AliExpress email: [redacted] Best regards, F.A.

Hello, I am contesting the dispute decision regarding my order: [redacted][redacted]. I received feedback from the postal service today. The tracking number provided does not match my address! The seller did not send the package to me. For privacy reasons, I am unable to obtain further details from the German Post. Kindly review the dispute and refund me. This seems to be a sophisticated new scam! Best regards, S. Leidel

I ordered a product from Italy to Italy, paying extra for local delivery, but the seller misled me about the shipping location. They claimed it was in Italy, then Spain, then France, but now I discovered it's actually coming from China based on the order picture. Despite paying for Italian shipping, it's unfair to receive a Chinese delivery. The tracking information is not helpful, and the order should have arrived 21 days ago. I simply want to receive what I paid for, as I've had no issues with other sellers before.

Hello, I recently made a purchase on AliExpress, but encountered a significant delay with the delivery. I opened a dispute, which has now been closed. However, I believe the decision was unfair and would like to reopen the dispute. The seller failed to include my contact information on the parcel, causing issues with Emirates Post delivery. Here is a transcript of my communication with Emirates Post regarding my missing parcel: [Emirates Post Live Chat Transcript] It seems my package was returned to the origin due to missing contact details on the parcel. I was not informed about this, and Emirates Post was unable to deliver the item. I appreciate any advice on how to proceed in this situation.

I ordered a pair of boots which were sent back to the seller due to customs issues in Denmark. I am unsure if they have been received as the seller is unhelpful and not responding to my inquiries. I informed them of the return and requested a refund upon receipt. Despite reaching out multiple times to check on the status and my refund, they simply replied with "open dispute" and refused to assist further. I mistakenly confirmed receipt of the goods upon return, believing there would be no issue with getting my money back once the boots were returned. Unfortunately, the seller has been ignoring all my messages and disregarding my need for a refund of around 200DK. I have been scammed before on Aliexpress and chose to let it go, but I refuse to accept being cheated again. Regards, V.

On the 20th of December [redacted], I purchased 3 units of solar system street lamps from AliExpress. Although the order went through, I did not receive an order number or confirmation. I noticed a charge of USD 52.40 on my Mastercard for aliexpress.com in Luxembourg on the same day. I have been unable to locate the order to proceed further and cannot cancel it. AliExpress does not provide any options for me to manage the order. Despite attempting to contact Alibaba Group Corp in China, I did not receive much assistance. I am reaching out for help to either cancel the order or obtain the order details and delivery date. My name is Joshua Idud, and you can reach me at +[redacted][redacted] or email me at [redacted] I appreciate any assistance in resolving this issue with AliExpress Luxembourg.

Bonjour, J'ai un problème avec ma commande passée sur AliExpress. Malgré avoir effectué un achat pour un TKL T99 31 bandes égaliseur graphique Audio numérique le 20 décembre [redacted] à 05h58, ma commande ne s'affiche pas sur mon compte et reste introuvable. Je n'ai reçu aucune confirmation par e-mail, à part un e-mail de Oney indiquant que le paiement a bien été effectué. Pouvez-vous vérifier si ma commande a bien été validée sur le site? J'attends votre réponse avec impatience. Merci.

I wanted to share that the delivery for order [redacted][redacted] was stopped by customs. The customs office notified me that the items were confiscated as they cannot be brought into the European Union. The products are being sent back to the seller. As the seller is accountable for adhering to safety regulations for products in the European Union, I am requesting a full refund of the purchase price due to this incident.

I made a purchase of shoes on AliExpress a few months back, totaling about $40. The shoes seem to be held up in customs in California for several months now. The seller keeps claiming that my package is either "just at the post office" or that I provided an incorrect address. However, if they are at a post office, it's in California, not Arizona where I currently reside. I've verified multiple times that my address is accurate, and I've never encountered issues receiving items from AliExpress before. I'm growing weary of this situation and simply desire a refund. Unfortunately, the support center is unreliable and full of glitches. Moreover, there is a language barrier with the seller which heightens my frustration.

Hello, I recently returned an item to your company using DHL, but later realized you offer free returns via UPS. The package with tracking number [redacted]41 has arrived at your facility. The seller has advised me to contact you directly regarding the return process and refund. I would appreciate your prompt response. Thank you. Best regards, Matthias Preiss

I received a defective product. I contacted the supplier and provided video evidence. They confirmed the issue. We agreed I would return the product, not realizing I would have to pay for return shipping, which cost more than the item. The seller offered a $50 refund without returning the item. I accepted, but later they said they didn't know how to refund me and I should open a new dispute. I have all messages exchanged. I'm struggling to reach an Aliexpress representative, as their pathways seem automated. Emailing them hasn't helped. I hope you can assist me.

Nine days ago, I reached out to Aliexpress customer service for the final time. Despite previous unsuccessful attempts, I discussed the issue of an incorrect value on my parcel with an agent. The mistake led me to pay double the price due to customs charges. The agent promised to rectify the error and committed to sending an email within 3-5 days. Doubts lingered since previous agents made similar claims without delivering. Unfortunately, the email I received was unhelpful as it misunderstood my concern, assuming I hadn't received the item at all. Presently, the Help Center no longer offers live agent support, redirecting me to complete a 60-character form detailing my issue. Despite doing so, I received another email that failed to address the problem accurately. Upon reaching out to the seller, I was informed that Aliexpress managed the parcel, not them. Several agents have informed me of their contact with the seller, stressing the seriousness and urgency of the matter. I find myself at a loss on how to proceed from here.

I purchased a home run adjustable halo strap for my Oculus Quest 2 device on December 12. AliExpress charged my Discover card $34.96, but I have not received any confirmation number or acknowledgment of the order. I am concerned about the lack of communication and would appreciate an update on my order. If I do not hear back soon, I may need to contact Discover for a refund due to the lack of information from AliExpress.

I am unsatisfied with the outcome of my dispute concerning order [redacted][redacted], which was closed with a 0 USD refund. The sender acknowledged the return of the goods, yet refuses to provide a refund through the original payment method. I am not willing to accept the refund via PayPal. Upon checking with the local post office, it was confirmed that the parcel associated with the tracking number in question was not delivered to my town, Psary-Dolni Jircany, with postal code [redacted] 44. The tracking information states it was delivered in Prague 93, which is not where I reside. Therefore, the package was either misdelivered or returned to the sender. I am seeking a full refund of 16.95 USD as I have not received the items from the seller.

Subject: AliExpress Order Issue Dear Customer Service, I placed an order (Order Nr [redacted][redacted]) on 31.05.[redacted] via AliExpress, which I have not received. Despite opening a dispute on 6.10.[redacted], the seller convinced me to cancel it with the promise of a refund if the order did not arrive after further waiting. Now, the seller refuses to refund the 2.70 EUR order amount, citing the closed dispute. I have invested considerable time in dealing with this uncooperative seller. Other vendors on AliExpress have promptly refunded undelivered orders upon request, without requiring a dispute. It is disappointing that this seller does not follow the same practice. I am disappointed with the service provided and feel compelled to leave a negative review for this seller. I would appreciate your advice on how to proceed to obtain a refund for this unresolved issue. Thank you for your assistance. Best regards, A.R.

I want to address an issue I have experienced with a seller. After contacting them promptly, they asked me to wait for the product. However, the item was not received after the first or second shipment, leading to an agreed-upon refund process with a 20-day wait. Despite waiting, no refund has been received, and the seller continues to delay the process, asking for further patience. I am now requested to wait another week, but after this prolonged period, I am concerned about the lack of progress and potential dishonesty. I feel a sense of hopelessness in this situation and request your assistance in addressing these unfulfilled promises. I have not received the item or the refund, and I am reaching out for support to resolve this matter. Thank you for your attention.