AliExpress Customer Service Issues

I purchased a leather sofa for US$[redacted] from AliExpress Shop[redacted] in June [redacted]. After communication on the platform, we moved our conversation to email. I paid 50% ($[redacted]) in July and the remaining 50% in October upon receipt of a video of the sofa. The supplier then requested an additional US$[redacted] for unloading in Switzerland, which I agreed to pay to the shipping company. However, the goods have not been delivered despite payment. I seek assistance in retrieving my funds as the shop's credibility is now in doubt. I have payment records and emails for verification purposes. We previously had positive experiences with AliExpress. Any help or advice on how to proceed would be greatly appreciated. Regards, Peter Baumgartner.

I am requesting a refund for order #[redacted][redacted], placed on 10/26. I contacted the seller twice during the protection period to extend it, with no response. The protection period ended on 1/28/21, and after filing a dispute, I was told to wait. However, my 90-day period has passed. The seller's request to wait five more days is eating into the 15-day window after the protection period where complaints can be made or refunds requested. If I wait as told, I may end up without my order and my money.

Hello, I am Frederic Chalony, and my wife is Janisse Lopez Osorio. On January 25th, my wife purchased an Oukitel cell phone from the Oukitel website, which redirected her to AliExpress. At no point was she prompted to log in to her AliExpress account. After providing her phone number, she received a validation code "[redacted]" via text, which she used to confirm the order. Subsequently, our bank notified us of a payment of [redacted].60 EUR to AliExpress Luxembourg. Since the transaction, we have not received an order number or tracking details, and the payment does not appear associated with our AliExpress account. We are seeking clarification on the purchase status and request a receipt or invoice for confirmation. Alternatively, we would like to know the procedure for canceling the order. Thank you for your assistance. Best regards, Janisse Lopez Osorio & Frederic Chalony

I recently purchased a two-piece set from Deat store, and despite the tracking information stating that it was delivered, I never received the item. When I contacted the seller, they claimed that the item was sold out, which confused me as it should not have been delivered in that case. I requested a refund, and the seller advised me to dispute the transaction, but no refund has been issued yet. This isn't the first time I've had issues with this seller. Previously, I received an empty package when ordering the same two-piece set, and after the seller claimed they couldn't ship to the USA, they refunded me. I contacted the seller again to confirm they could ship to the USA this time, but after reordering, I still haven't received the item. As a loyal consumer, I want a prompt refund from the Deat store as this situation is frustrating and illogical.

Hello, I made a purchase for a Xiaomi Redmi 9 Pro cell phone. The seller was supposed to deliver it in 10 days, but it never arrived. The seller has closed the store where I bought it. I opened a dispute on AliExpress, and they closed it. I then appealed the dispute because my order never arrived. It seems to be in another city under a different name with a tracking number provided by AliExpress. The local delivery person mentioned that sometimes AliExpress makes mistakes with tracking numbers. I have tried to contact AliExpress, but it has been impossible.

I've opened a dispute for Order Number: [redacted][redacted]. When I initially inquired about a return, an AliExpress chat agent mentioned that this order might qualify for a up to $30 shipping fee voucher. Upon discussing with the seller, they agreed to a free return, so I accepted the return proposal for a full refund. However, when I asked the seller today about the return process once more, they informed me that free returns are not available in my country. I am hoping to proceed with a free shipping return and receive a full refund for this item. Can someone confirm if I will indeed receive the $30 USD return shipping fee voucher as initially indicated by the AliExpress chat agent?

Dear AliExpress Team, Yesterday afternoon, I received the EZ Injector I purchased from you. Upon attempting to assemble the EZ Injector with the accessories, I noticed that in the EZ Injector box, several accessories were missing, including two injection pistons, a filter, two vacuum tubes, and the standard configuration with 5 vacuum needles. It seems that there was a lack of inspection before shipping the product to me, causing inconvenience for customers like myself who now have to spend additional time explaining the issue. Please promptly send me the missing accessories or provide instructions for returning the item. Additionally, I have made other purchases from your store. If I need to return the EZ Injector, I may consider returning all the items I ordered. Thank you for your understanding. Best regards, Fr. Z., WJ

Hello AliExpress Team, I recently received the EZ Injector I purchased from you the day before yesterday. While trying to assemble the EZ Injector with its accessories, I noticed that some of the accessories were missing from the box. Specifically, I did not find the 2 injection pistons, filter, 2 vacuum tubes, and the standard configuration with 5 vacuum needles. It seems like your staff overlooked checking the contents before sending it out to customers. This mistake now puts the burden on the customers to explain and describe the issue, which is quite inconvenient. I kindly request that you promptly send me the missing accessories or provide instructions on returning the item to you. I have also bought other items from your store, and if I have to return the EZ Injector, I may have to return everything I purchased. Thank you for your understanding. Kind regards, Fr. Zhang, WJ

Dear Customer Service, I am reaching out for the third time about the ongoing issue with my order from Aliexpress. I placed an order for various items totaling around £30 back in November. Despite the tracking information indicating delivery, the package never reached me. Royal Mail, the UK courier, informed me that they returned the package to Aliexpress on January 8th. Your team instructed me to obtain proof from Royal Mail, but when I contacted them, they explained that the responsibility now rests with the Chinese courier. Each seller insists the items were delivered, although they were returned to the Chinese courier, as indicated by the tracking information. I have initiated disputes for each order, but the sellers maintain the items were delivered. I am requesting a full refund as I have already experienced significant back and forth. Kindly assist in resolving this matter, as obtaining proof from Royal Mail should be your responsibility. Thank you.

On December 14, [redacted], I placed an order with Order No.: [redacted][redacted]. However, on January 14, [redacted], when I received the items, they were all broken. Immediately, I opened a dispute to request a full refund and potentially return the items. Upon checking on January 17, [redacted], I saw that the dispute had only resulted in a partial refund being automatically selected. I then appealed this decision, which stated to wait for 2-5 working days for a response. To date, March 3, [redacted], I have not received any updates. Despite contacting the seller and being redirected to the platform, they mentioned that the dispute was already resolved by AliExpress. I still have the items and wish to return them for a full refund. Thank you for your attention to this matter. Best regards, T. Herbert.

I placed an order for Wireless Bluetooth Earphones (Order ID: [redacted][redacted]) on January 8, [redacted], through Aliexpress with an expected delivery in 7 days from France. Unfortunately, I have yet to receive my order. The seller mentioned that the carrier attempted to contact me but failed because they had the wrong phone number ([redacted] instead of mine). After numerous calls to the carrier and messages to the seller, the carrier admitted to losing my package. Despite opening a dispute, Aliexpress sided with the seller claiming I refused to accept the package, which I never received due to it being lost. I am requesting a full refund of $22.23 promptly. Thank you.

Hello, I have not received my order and have not been notified to pick it up. Despite trying to contact the unresponsive seller, there was no reply other than an automated message. The local carrier, E-post, has no customer service and is not responding to calls or emails. I opened a dispute, but you have chosen to pay the seller instead of refunding me. This is concerning, especially considering the ongoing issue in Israel with this carrier. I request a refund as I have not received the package. I have another package with the same carrier, and although the seller is communicating, a dispute may be necessary. The assistance provided by your bot has been unhelpful. Thank you, Ofir

Buonasera, necessito di assistenza per un'acquisto da un venditore di una borsa contraffatta di bassa qualità. Chiedevo di dividere il costo iniziale di 37,86 euro con il venditore, ma ha rifiutato e mi ha fatto pagare ulteriori 20 euro per la dogana. La soluzione offerta non mi soddisfa perché dovrei rispedire la borsa a mie spese e perdere il costo della dogana. Chiedo gentilmente di mediare con il venditore per dividere equamente i costi. In caso contrario, richiedo un rimborso totale di 67,86 euro per coprire il costo iniziale, la dogana e la spedizione. Sfortunatamente sono stato truffato e non intendo subire ulteriori perdite. Grazie per l'aiuto.

I have a dispute regarding order [redacted][redacted] on AliExpress. I received a message in Italian from them but I'm unsure if I will be refunded in 3 days or if the seller will win the dispute. I need help understanding the situation. Package Information: Courier: Cainiao Standard per Prodotti Speciali Tracking Number: RU[redacted]55NL Status: Pick Up Solutions: Option 1: Continue to wait for 3 days Response Time: 3 days Please provide the required evidence. If no response or valid proof is provided before the deadline, AliExpress will release the full payment to the seller or refund the money as suggested by the seller, closing the dispute. Note: You can resolve the issue by clicking on "Add a New Proposal," "Accept" (to accept the seller or AliExpress proposal), "Upload Proof," or "Edit" (to modify the comments on the proposal). Your understanding and cooperation are appreciated. Best regards, AliExpress Dispute Management Team

I purchased a WalkingPad on AliExpress from KingSmith, received it in September [redacted], and encountered an issue with the walking belt. After contacting the seller and sending videos, a refund was promised through PayPal. The WalkingPad was returned, but the refund caused tax implications as it was processed as "goods and services." I promptly returned the money to KingSmith to rectify the error. KingSmith now requests me to refund the funds back before issuing a new refund. The situation has led to complications with PayPal regarding IRS forms for sales profit. Despite my efforts to explain the situation, the resolution remains uncertain. Assistance from AliExpress is sought to address this ongoing issue. Thank you. - Mila P.

Hello. I encountered an issue with AliExpress regarding my first order, a backpack in the color "watermelon" that was sent to me in "pink". The seller acknowledged the error after I opened a dispute. I wanted to return the backpack since I did not intend to use it. The backpack cost $19.63, but I paid $17.63 due to a $2.00 AliExpress discount. I discovered the shipping cost to return it is $12, which is not economical. I informed the seller in chat that I would not return the item and requested a 50% refund instead. However, the seller did not respond for days, closed the dispute, and proposed a $0.00 refund. I am disappointed and unsure of the next steps to address obtaining a 50% refund.

On November 2, [redacted], I made 12 purchases on AliExpress from 7 different sellers, but none of the orders have arrived. After waiting for the allotted time, 5 orders expired, forcing me to open disputes. Despite being new to ordering internationally, I trusted the site based on recommendations. However, it has been over 3 months, and I still haven't received any of my items. I had to open 5 disputes, with potentially 7 soon. I feel like I've been scammed because all the sellers are problematic. I am frustrated and want answers and solutions. I demand my items promptly without further delays. Additionally, I was charged 2 taxes that were not included in the refund process. If I cannot receive my purchased items, I request a refund of these taxes, totaling $20.26 USD (30% and 35% of the order).

I, Lotetta J., from Indianapolis, Indiana, residing at [redacted] North East Street Apt [redacted], need help with accessing my account. I have orders totaling about $[redacted], including boots, a designer purse, and body jewelry. I've been a loyal customer, spending over $[redacted] on body jewelry for various body parts. I can't track or message my Store Sellers or organize my orders. As a Diamond Shopper, I am frustrated that I can't access my account and see all my messages, contacts, and items. Despite forgetting my password four years ago, I've been able to shop until now. Please assist me in regaining access to my account so I can track my purchases.

I am still waiting for my account to be reinstated. I have over $[redacted] worth of orders pending, with six to be shipped and twenty-six to be confirmed. I have never experienced issues logging in before. I am a Diamond Shopper and suddenly found my account missing this morning. I have spent over $[redacted] in the last few months without needing to log in each time. I have not logged in for over four years and have an open dispute. It is concerning that my account was deleted, causing me to lose access to my sellers, messages, stores, and cart overnight. I kindly request for all my information, pending orders, and open dispute to be restored promptly. The items I am waiting to be confirmed include designer boots, hats, and a purse, all of which I have paid for. Thank you for addressing this issue.

I believe my package has been delivered to the wrong address. After reaching out to the local post office, it was confirmed that the tracking number provided by the seller is not associated with my name or address. The post office stated that the name and address on the parcel do not match mine. I have made multiple attempts to contact the seller without receiving any responses. I kindly request assistance to determine if the item was indeed shipped, even though a tracking number was not provided. If the package has not been shipped, I would like a prompt refund to proceed with ordering from another vendor on Aliexpress. Your prompt attention to this matter is greatly appreciated. Takao