AliExpress Customer Service Issues

Hello, My name is Victor from Nigeria. I placed an order on 15/11/[redacted]. The tracking number is RB[redacted]94SG. I have been in touch with the seller, but despite their assurances, the goods have not arrived. I opened a dispute for a refund, but I was informed by AliExpress that I should wait for 5 more days. I then received an email stating my dispute is invalid, and the money will be released to the seller. This is not the first time I have purchased from AliExpress, and I am certain I did not receive the item. Please review the tracking information attached. If the shipping company claims delivery to Nigeria, I request details such as the arrival date, the receiver's name, arrival time, airport location, and contact information. If this information is unavailable, I request a refund. Thank you.

The seller informed me that the goods would be sent from China and not Spain as originally stated. Despite order [redacted][redacted] showing as "delivered," I have not received the package or confirmed delivery. After reaching out to the seller with no response, I opened a dispute with AliExpress, who requested evidence of non-receipt. The item was a clock intended as a Christmas gift for my girlfriend, confirmed by her and her parents. I had to purchase a replacement from a German store as a backup. Seeking a refund of [redacted].34€ from AliExpress as the seller has since closed the account, indicating possible fraudulent activity.

I recently made a purchase and decided to return it due to poor quality. My order total was $[redacted]. Unfortunately, I'm facing complications with the refund process. The seller is refusing to accept my return, instructing me to send it back via USPS. However, I encountered issues when the package value exceeded the limit for international shipping and was directed to contact US Customs. When requesting a return label, my account was compromised by the seller. I received a suspicious text from ([redacted]) requesting a code, which I provided, resulting in my account being hacked. Consequently, a $20 refund appeared on the Aliexpress processing page without resolution. Despite multiple attempts to resolve the situation, I haven't received any communication from the seller.

Dear Customer Service, I am reaching out regarding a concerning issue involving the unauthorized use of my photos on AliExpress. Another seller has taken images from my listings and posted them on Etsy without my consent. I have already contacted Etsy, and they have pledged to look into the situation. I am now requesting your assistance in removing these images and feedback from the following links on AliExpress: 1. 35CM New Baby Dolls Reborn Bebe Toys 2. RSG Bebe Reborn Doll 19 Inches 3. 18inch Bebe Reborn Full Body Silicone Doll I have evidence to support my claim, and I can be reached at [redacted] to provide further details. It is crucial that action is taken to prevent this kind of unauthorized use and protect sellers' intellectual property. I have encountered challenges in addressing this issue and believe that more security measures should be in place to prevent image theft. I hope that you can assist in resolving this matter promptly. Thank you for your attention to this matter. Alice Attard, Malta

Order ID: [redacted][redacted] was placed at JewelryPalace Official Store for $9.97 on Nov 16, [redacted], at 15:22. Despite the seller marking the item as "Confirmed Received," I have not received it or confirmed its delivery. The tracking information on Aliexpress seems inaccurate, with no update from the US Post Office since Nov 28, [redacted]. I have contacted JewelryPalace Official Store multiple times regarding a refund, but they have been unresponsive. This experience, coupled with previous issues, has made me hesitant to continue using Aliexpress due to the lack of reliable customer service and sellers operating at the expense of customers. I initiated a dispute for this order, which seems to have been closed without my involvement. If the seller continues to avoid issuing a refund, I will escalate the matter through my bank.

Good evening, My name is Wendy Morún Vargas, and I wish to file a formal complaint. I am a customer of AliExpress and have never had bad shopping experiences until recently. This is frustrating because if I don't receive a viable solution, I will continue using platforms like Amazon, where I have always had good experiences, even with customer service. Specifically, I have had 3 bad experiences where I lost over $50. Purchase 1: Kids' dinosaur-shaped bottle from the seller CHchildren store. The total purchase was $13.56, and the item never arrived at the provided address. I contacted AliExpress, and the customer service was a complete nightmare; they only tell me that my claim is not valid because at some point, I opened a dispute due to delayed delivery. Purchase 2: Children's feeding cups from the CREAWIND Store. The total purchase was $15.08, and similar to the previous one, the item never arrived at the provided address. I also contacted AliExpress, and they asked me to open a dispute, but the system won't let me, which is very strange. Purchase 3: Automatic piggy bank for a girl from the seller NC Jusenda Lifestyle Store, the purchase was $26.98, and the item arrived, but it was defective. The piggy bank kept opening the door even without batteries and without entering the password. I should mention that in all cases, I contacted the sellers; some ignored me, and others did not offer a viable solution. It is interesting that some of the products I am complaining about no longer exist, or the seller is no longer available. If that is the case, AliExpress should take responsibility. I cannot afford to lose over $50 due to such inefficient customer service. Attached you will find images as proof of all the items I mentioned above. Thank you for your prompt response. Regards!

I encountered an issue with two sellers. I made a purchase but had to cancel it immediately because I mistakenly sent it to my old address. Despite multiple attempts to cancel it and reaching out to the sellers, my orders are now in the shipping process. I prefer not to pay for shipping for items I won't even receive. Unfortunately, the sellers' automated messaging systems were unresponsive, and the "Cancel Order" links did not work. The system now won't allow me to cancel the orders in shipment. Since a significant portion of my expenses were for shipping, I am quite frustrated. I attempted to reroute the orders without success. I am flexible on either canceling or rerouting the orders; however, I'm adamant about getting a refund for the shipping fees I paid. The order numbers and the sellers involved are #[redacted][redacted] with LM Senorita Store and #[redacted][redacted] with Asweina Official Store. Thank you for your assistance.

I have not received the glue sticks I ordered under order ID [redacted][redacted]. Instead, I was issued a coupon worth $8.01. Utilizing this coupon, I purchased a wood frame with order ID [redacted][redacted], shipped on Jan. 10, [redacted], reaching me on Jan. 20, [redacted]. Immediately on the arrival day, I raised a dispute. A return shipping tracking number for the frame was provided (AE[redacted][redacted]), and I promptly shipped it back, including these details on Jan. 23, [redacted]. I received a confirmation SMS from the EPOST office on 25.1.[redacted]. Despite returning the item swiftly and diligently, I am now being told that my request is beyond the buyer protection period. I find this unacceptable as not only did I receive the incorrect size initially, but now I am facing challenges obtaining the correct item or a refund. Furthermore, the customer service experience has been unsatisfactory, compounding the issue of not receiving the ordered items or the refund as promised through the coupon.

I have been a loyal customer for several years, but I have recently become extremely disappointed with the service provided. I understand that global circumstances may impact shipping times, but there have been numerous issues that have occurred. Some of these issues include significant delays in shipping orders, non-delivery of at least half of my orders, tracking numbers that do not work, unresponsive vendors, unadvertised additional shipping fees, inflated shipping costs, disorganized listing of products, and a lack of support for a TV subscription. These problems have tarnished my trust in AliExpress, a platform I once relied on for fair prices, free shipping, attentive vendors, and timely deliveries. I am now hesitant to make further purchases on AliExpress and am contemplating closing my account due to the poor customer service experience.

On June 19, [redacted], I purchased a Roner (sous-vide, low temperature cooking device) from Biolomix, a vendor on the Chinese platform AliExpress. I notified the vendor on February 5, [redacted], with a short video showing the device no longer working, as requested. They responded on February 24, stating that the factory warranty is only six months and they will not repair or replace the part. Biolomix, which has a European warehouse in Poland, shipped the product to my address without mentioning any warranty limitations when I ordered it. I would like to confirm if this complies with EU law. What suggestions do you have on this matter? Thank you in advance. Best regards, G.L.

Hello, I need assistance with an order I placed recently (reference photo attached). I was expecting it to arrive within 10 days, but it has not been delivered yet. I am receiving conflicting information - some say it's delivered (which is not true as I didn't get it) while others say it's still in transit. I contacted the seller, but I haven't received any response or refund. Your service claims the dispute is resolved, which is not the case. The amount involved is 14.73 euros. I had planned to use this product or get a refund but bought from another seller instead due to this issue. I request a resolution, either a full refund or a correct shipment. I shouldn't have to pay for something I never received. Thank you for addressing this promptly. Regards, Sophie Rojas Galy

After receiving the keyboard, I initially thought it was fine. Upon closer inspection, I discovered poor quality, with one key intermittently malfunctioning. I opened a dispute and provided photos, but it was closed due to insufficient evidence, asking for a video instead. Despite no option to upload the video initially, I reached out to the seller who shared an email for me to send the video. Despite numerous requests, the seller has yet to view it. I am struggling to find another way to escalate this issue on AliExpress. Initially, I sought a partial refund, but given the poor customer service, I am now seeking a full refund. Product: [redacted] Pictures of the issue: [redacted]

I am experiencing payment issues with the vendor, HCZ Hauser's Laser Store, due to an order being frozen. The order in question is *********. Although the order was delivered after I initiated a dispute, it is still marked as frozen in the Aliexpress system, preventing the vendor from receiving payment. The appeal number is AE*****************. I am looking to resolve this situation promptly by closing the appeal so that the vendor can be compensated for the received product, which met my expectations. Despite confirming my credit card has been charged by Aliexpress, the vendor has not received the payment. I have made efforts to contact both my credit card company and Aliexpress to address this matter. Your assistance in removing the appeal and releasing the payment to HCZ Hauser's Laser Store would be greatly appreciated.

I am experiencing issues with an order I placed (order n°[redacted][redacted]) as it has not arrived within the promised timeframe of 10 days. Despite being informed that it has been delivered, I have not received anything and am uncertain of its whereabouts. I have reached out to the seller but have not received a response or a refund. Your service claims the dispute is resolved, however, I strongly disagree. The amount is significant at 14.73 euros, and I have had to reorder the same items from a different seller. I request a full refund for the undelivered product. You can verify my order history on my account: [redacted] I insist on resolving this matter promptly. Thank you, Sophia RG.

I have repeatedly raised the issue about an order of blue PU leather winter boots and a mini drawing board that were mistakenly delivered to the wrong address by DHL. My correct address is CAMI CAN SANAHUJA, * - VILADECAVALLS (*****) - PROVINCE BARCELONA, SPAIN. Despite being a loyal customer of AliExpress with minimal issues in the past, I am disappointed by the difficulty in reaching your customer service. Due to my recent illness, there has been a delay in addressing this matter. I urge you to rectify these errors promptly and deliver the items to me as soon as possible. I appreciate your attention to this matter as I eagerly anticipate receiving the correct orders without further delays.

I recently received an unordered item with tracking number UB[redacted]88SG labeled as sleepwear but containing children's belts in black, blue with elephants, stripes, and colors. The package was sent from Singapore by Cainiao Global as a supposed gift ordered on November 3rd, which I did not do. I suspect this is a brushing scam and seek assistance in verifying this. Thank you for any guidance.

I made a purchase and returned it because I was not satisfied. Despite numerous attempts with the automated system, I didn't make any progress. However, the seller was reliable, guided me through the process, and contacted customer support on my behalf. The platform is terrible. Even after providing proof of shipment and that the item was received in Rho Milano on 26/01/[redacted] by Mr. Hu, I received an email stating that the dispute was canceled and my refund was €0. Below is the content of the latest email sent to me. Regards, Alessandro Nesti The complaint regarding order [redacted][redacted] has been resolved. Click the following link for more details: Resolution Link If you wish to leave a comment about the complaint resolution process, click the button below.

Dear Customer Service, I have been receiving unexpected packages from Ali Express lately. What concerns me is that these parcels have a different name and address on the original label, while my address is stuck over it. The sender is a PO Box at Address [redacted] in [redacted] Niederaula. I usually receive packages with the original address sticker directly from DHL where I placed my order. It seems like a scam where someone picks up valuable items from Frankfurt airport, checks their contents, steals the valuables, and replaces them with less valuable items. Then my address is pasted over the original label and the package is sent through DHL. Typically, my packages come directly from DHL, not from a post office box address in Aussee where they have a branch. Please investigate this matter urgently as I am still expecting some deliveries. Kindly see the attached pictures for clarification. Thank you for your prompt attention to this issue. Sincerely, H.

Dear Customer Service, I have been receiving unexpected packages from Ali Express with a different name and address on the original label and my correct address on a separate label. The sender is listed as a PO Box in Niederaula. I suspect foul play where items are being replaced with less valuable ones by someone handling packages at the airport in Frankfurt. I usually receive packages directly from DHL, not from a PO Box. I fear this may be a scam and it jeopardizes my trust in ordering online. If this issue is not resolved promptly, I may have to stop ordering and close my account. I believe there are fraudsters involved. I have attached some photos for your reference. Best regards, heublein I have previously reported this issue and I seek urgent assistance to prevent further incidents or else I will have to involve the authorities.

Hello, I've been experiencing an issue with ordering from certain vendors. Every time I try to make a purchase, it indicates that the item is not available or that the seller has stopped selling it. This problem seems to occur consistently with two specific vendors I usually buy wholesale from. I have reached out to the vendors, but they have mentioned that the problem might be on my end as other customers can still place orders successfully. I suspect that I may have inadvertently clicked on something that has blocked me from ordering from these vendors. Can anyone offer any advice on how I can resolve this issue? Thank you.