AliExpress Customer Service Issues

Hello Ali, I am reaching out to seek assistance regarding Order ID: [redacted][redacted]. It has been 90 days, and unfortunately, I have not yet received the item. I raised a dispute due to non-delivery, but the seller claims to have provided a delivery confirmation. Despite my reply stating that the item was not received at my address, no resolution has been reached. I have checked with my local Coomera post office, and they have no record of a parcel for me. Ali Dispute has intervened, but no refund has been issued. Upon reviewing the seller's delivery information, it appears questionable. The delivery was supposedly made at an unusual time when I was home all day and not during my working hours. Furthermore, no confirmation of a signature was provided. At this point, I am simply requesting a refund for the purchase price of the undelivered item. Thank you, Brett K.

Hello, I purchased glasses and lenses from Boer Glasses Store, but unfortunately, I encountered issues with them. Despite Boer's attempts to resolve the problem, there was no success, and the process was delayed due to shipping issues. I requested a refund from Boer Glasses Store as they were unable to fix the problem. They agreed to the refund and directed me to contact AliExpress. Upon reaching out to AliExpress, I faced difficulties in resolving my issue, and when I sought Boer Glasses Store's assistance, they did not respond. I am feeling frustrated by the lack of communication. The orders involved are 1) Titan frame with Yashilen [redacted] lenses (Order Number: [redacted][redacted]) purchased for €[redacted].45 and 2) frame and Yashilen [redacted] lenses (Order Number: [redacted][redacted]) bought for €87.25 from Boer Glasses Store, who have already agreed to the refund. I am seeking guidance on how to proceed with obtaining the refund promptly. Regards, H.G.

Hello, I wanted to share my experience regarding a recent order I made from Shop[redacted] Store. I placed an order on 02/01/[redacted] for two items, but was informed that shipping would be delayed due to the shop being on vacation. Despite reassurances that the items would be sent together, they were ultimately shipped separately. Only the glass back cover I ordered from another shop on the same day arrived promptly. Unfortunately, when the displays for the Samsung S10 phones were finally dispatched after 18 days, the shipment was canceled according to the tracking information. Despite receiving a new tracking number, I am still awaiting delivery of the displays. This has been quite a frustrating experience. Best regards, Thomas V.

I need to report an issue with a Tesla Style Audio Unit I purchased for my Nissan Qashqai [redacted] from AOTSR Outlet Store for US$[redacted].00. Despite agreeing on the specifications and a 2-year warranty, the unit has had ongoing problems. I have sent numerous letters and emails, including videos as requested, but the issues persist and the unit has now stopped working entirely. I have attached a PDF of the conversations with the store for reference. I would like to know if this behavior is acceptable from the store and if Aliexpress would support me in this situation. What are my options when the seller refuses to help? Any assistance would be greatly appreciated. Thank you.

Hello, I recently filed a dispute regarding an order I did not receive. The dispute closed because I failed to provide a certificate for returning the item, but I never received the item in the first place, so I can't send it back. My order number is [redacted][redacted]. I mistakenly chose the wrong reason for the dispute as the tracking link indicates delivery, but I can assure you it was not received. The seller is unresponsive, relying solely on the tracking information. The tracking shows delivery occurred at an improbable time, after 23:00. I find it unlikely for any delivery company to operate at such a late hour and they cannot provide proof of delivery. Your assistance in resolving this matter would be greatly appreciated. Thank you for your help. Best regards

I recently purchased solid [redacted] silver wire, expecting genuine silver. The product I received appears to be silver-plated metal, not authentic silver as advertised. I have submitted evidence to AliExpress to support my claim, but the seller's supposed evidence has not been provided. The silver wire I received shows a different brown-yellowish color when scratched, indicating it is not pure silver. Despite positive reviews, I believe this seller is dishonest, and I plan to share my experience to warn others if my refund request is denied.

Good evening, I recently made my first purchase on AliExpress, and unfortunately, I had an incredibly negative experience with one of the sellers. I ordered a wig from LM Hair Store on October 19, [redacted], to be delivered to my P.O. Box. Despite not receiving the item, when I contacted FedEx, I was informed that the company does not deliver to P.O. Boxes, a detail not mentioned on the seller's website. I have been unable to resolve this matter with the seller, even after requesting a reshipment or a refund of $[redacted].95 for the undelivered item. The seller now claims they can only process the refund in April, which seems unreasonable to me. I feel deceived and cheated in this situation and would appreciate AliExpress's assistance in addressing this issue promptly. I hope to hear from you soon to resolve this matter satisfactorily. Thank you for your attention to this matter.

Subject: Order Number [redacted] Assistance Request Dear Sir/Madam, I am writing regarding Order Number [redacted]. On February 23, [redacted], I opened a dispute due to non-receipt of my order before the protection period ended on February 24, [redacted]. The dispute escalated to a claim on February 28, and the estimated time for the claim consideration passed on March 7, [redacted]. Despite providing all necessary evidence, I have yet to receive any updates on the dispute's resolution. The seller's website is now unavailable, and all attempts to contact them have been unsuccessful. The shipment tracking number indicates that the package was detained by Chinese Customs and returned to the sender. As of now, I am left without my goods and a refund. I kindly request your assistance in resolving this matter promptly. Sincerely, Piotr Madej

I have been dealing with a frustrating issue on AliExpress for a while now due to their unfair policy that is negatively impacting customers. I purchased spark plugs that were advertised as "MADE IN JAPAN" but upon receiving them, I discovered they were actually made in China. While I don't mind products made in China, I was charged double the price when the same product is available for half the price. The seller deceived me. After filing a dispute, AliExpress ruled in my favor and instructed the seller to refund my money once I returned the package. However, after I sent back the package and AliExpress confirmed its receipt, the seller has refused to refund me. AliExpress closed the case without processing my refund, leaving me stranded without any recourse for further complaints. I am left wondering why AliExpress closed the case without ensuring I received my refund, making it impossible for me to seek further assistance. The seller is taking advantage of this situation knowing that I have no way to challenge their actions. This treatment of customers will undoubtedly tarnish AliExpress's reputation. I am simply seeking fairness and justice in getting my refund.

I have been facing a lot of issues due to Aliexpress's incorrect policy, which is impacting their customers. Despite my concerns, Aliexpress seems to be neglecting customer satisfaction. I recently ordered spark plugs and was assured they were "MADE IN JAPAN," but upon receiving them, I discovered they were actually made in China. My main complaint is that I paid double the price for an item that can be found in China for half the cost – the seller deceived me. Although Aliexpress ruled in my favor stating the seller should refund my money and I return the package, once I sent back the package, Aliexpress closed the case. Consequently, the seller is refusing to refund me since the dispute has been closed, leaving me with no further recourse. I am puzzled as to why Aliexpress closed the case without issuing my refund and where I can escalate my complaint now that the dispute is resolved. The seller is taking advantage of this situation, knowing Aliexpress customers are powerless in such circumstances. Aliexpress's actions towards its customers are detrimental to their reputation. I am eagerly waiting for a fair resolution and my refund.

Hello, I am reaching out for assistance with a problem involving a seller. We purchased a chandelier, and unfortunately, one of the glass balls arrived broken. The seller sent a replacement, but it did not fit. After explaining the issue, they sent another replacement that also did not fit. We have been waiting for half a year for a proper replacement, as the ones sent do not match. We have spent a significant amount on this and would like a refund at this point. Despite our efforts to communicate the problem, the seller insists the ball fits, which is not the case as we have video evidence. They want us to pay for a fitting glass ball, but we believe this is their mistake and should not cost us more. We are eager to receive a refund. Please contact me so I can provide all the necessary details regarding this issue. Thank you.

I have evidence from SCB Bank, a Thai bank, showing that the information from AliExpress contradicts what is on my statement. AliExpress charged my debit card twice despite my request for cancellation and a refund. Their email response stated no payment was made for order [redacted][redacted], but my bank statement clearly shows the payments made to AliExpress. SCB Bank is currently awaiting a response from AliExpress' financial department regarding this matter.

I would like a refund for my canceled purchase on 11/5/21 for $20.24. Even though the cancellation was confirmed, I have not received the refund. AliExpress charged me twice on 15/3/21 for $20.55 each time. I have evidence from my bank to support this. Despite providing this evidence to AliExpress, they claim they have not received my payment. I am frustrated and need to dispute this. AliExpress mentioned that the order was closed without payment and they did not receive the funds. They advised me to contact my card issuer for help in releasing the funds back to my account.

I would like to report a seller who has failed to deliver my order. I made a purchase from a seller named OUT FUN Store on March 4, [redacted], at 22:22 with Order ID: [redacted][redacted] for a Mask for Women Men in colorful. After completing the transaction, I inquired about the delivery date since the seller informed me that the shipping charges had increased and requested an additional USD2 for shipping to Brunei Darussalam. However, the stated shipping cost to Brunei Darussalam is only USD1.94 according to the seller's shipping method. Despite the status showing "The Seller has shipped your order," the item has not been delivered. After contacting the seller on March 14, [redacted], at 23:50 to confirm shipment, the seller on March 17, [redacted], at 11:14 replied that they are unable to send it out due to my refusal to pay the extra USD2 for shipping. This experience is disappointing as I have ordered from AliExpress previously without encountering such issues. I request a thorough investigation and appropriate action to be taken. Thank you for your attention to this matter.

Order Number: [redacted][redacted] Hello, my name is Ali. I need assistance with an issue regarding an order I placed on AliExpress. I ordered a product on 01-31-[redacted] for $[redacted], and the tracking information indicates it was delivered on 02-25-[redacted]. However, I have not received the item. This is the first time I have faced such a problem with my orders from AliExpress, as I am a loyal customer. It has been 21 days since the delivery was marked successful, and despite opening a dispute on Mar. 02 [redacted], the status shows that the dispute has finished without providing a refund. I would appreciate your help in resolving this matter and getting a refund to maintain my trust in AliExpress. Thank you for your attention to this issue.

Hello, I purchased a 3D printer with a wash station and resin on February 25, [redacted], with an estimated delivery by March 12. Order number: [redacted][redacted]. I paid for it on the same day and received a payment confirmation. On February 27, a tracking number was generated, showing the status as shipped. However, ever since then, under tracking number LZ[redacted]31CN, there have been no updates. It has been showing 'packed for picking up' or 'no information available' for weeks now. The store is now closed, and the item is no longer accessible. After the delivery deadline passed and no response to my emails, on March 15, [redacted], I opened a dispute on Aliexpress explaining the issue and requesting a refund. On March 15, I received a proposal from the seller: a $1 discount if I wait a few more days for the package. I agreed and accepted on March 16. The order status changed to Order received and dispute resolved, which I was unaware of. However, I have neither received the delivery nor a full refund, so the issue remains unresolved. I cannot open another dispute due to the changed status. I am willing to wait longer if I know the whereabouts of the package and an estimated arrival time. But the shipping status has remained unchanged since February 27. On March 17, I received the $1 refund. The problem is that the order is marked as completed, despite not receiving the 3D printer or a full refund, and there has been no response from the seller to my messages.

Regarding order [redacted][redacted], I have initiated a dispute because the order was not delivered to my home. After contacting the local distributor (BPOST), they confirmed that the order was delivered in Namur, Belgium, to an unfamiliar address. I have provided all the evidence in the dispute, which stated that AliExpress would intervene on March 7th. However, it has been two weeks since then, and no progress has been made. The seller has disappeared, and the shop on AliExpress is closed. I have been a loyal customer, having ordered over [redacted] items from your store. Please assist me in getting a refund as I have demonstrated my honesty by providing evidence for the dispute.

My name is Oloyede Adeyemi Samson, contact me at [redacted] I reside in Adeleke Crescent, GRA Osogbo, Osun state. Last year in November [redacted], I ordered an Android phone (New S20+ PRO 7.2 Inch System HD 2320x1080 8g + 256g Dual Card Standby Dual Fingerprint Face Unlock) and expected to receive it between December 20th, [redacted], and January 14th, [redacted]. After not receiving any notifications, I visited the Osogbo post office. They informed me my package was mistakenly delivered to Ado Ekiti. Upon checking again the next day, I received the package, but to my dismay, the phone was missing, though all the accessories were intact. I have made complaints and inquiries, but no resolution has been provided yet. Despite numerous attempts to reach AliExpress customer service at [redacted]2, I haven't received any helpful response. I would appreciate any assistance as the person I ordered the phone for is pressuring me. Feel free to verify with the Osogbo post office. Thank you for your support.

Buongiorno, mi chiamo Cristian Falconi e vorrei segnalare un pagamento di [redacted],06 euro effettuato su AliExpress il 30/01/[redacted] e addebitato il 01/02/[redacted] sulla carta di credito Hype numero [redacted]------[redacted] a mio nome. Non riesco a trovare il relativo ordine nella cronologia degli acquisti o tra i miei ordini. Dopo aver contattato la mia banca, mi è stato comunicato che potenzialmente non è stato effettuato nessun ordine a mio nome. Questa situazione impedisce di aprire una disputa poiché non riesco a identificare il venditore. Chiedo assistenza per risolvere questa questione e richiedo il rimborso del pagamento, considerato che sono trascorsi 60 giorni dall'addebito sulla carta di credito. Resto disponibile per ulteriori chiarimenti. Grazie.

Good evening, I would like to address an ongoing dispute regarding my order No. [redacted][redacted]. Despite declining to accept the parcel following discussions with the seller, there was an error on the part of the DHL shipping company, which incorrectly marked the shipment as delivered. I have provided the seller with the necessary DHL documentation proving the non-delivery and the impending return of the parcel. Despite my efforts, Aliexpress has not acknowledged this evidence. I have attempted to establish direct communication between DHL and Aliexpress, but have not received a response. I have complied with Aliexpress's request to upload proof of the issue, including the DHL letter and return tracking number. The deadline for Aliexpress's response has passed without any resolution. I urge for a fair and prompt solution as the financial implications are significant, and a refund is the only acceptable outcome given the circumstances. I seek clearer communication to resolve this matter equitably.