AliExpress Customer Service Issues

I made a purchase for £[redacted].97 from a seller on AliExpress, but they no longer have any products in their store. The status of my order shows it's dispatched from France to Austria (I'm in the UK) but it's been stuck at 'Packed waiting to be picked up' for 4 days now. I've tried to contact the seller, but they are unresponsive. Attempting to reach a live agent at AliExpress has been futile. The automated responses from 'Eva' are unhelpful, providing a generic response and making it impossible to communicate further. It seems like there are many unreliable sellers on AliExpress and their customer service leaves a lot to be desired. The system only allows for waiting until the delivery date passes to request a refund, which is frustrating. Overall, the lack of support from AliExpress is disappointing.

I placed an order for a wig on AliExpress about 10 months ago and paid around $[redacted]. After making the payment, the seller, QueenKing, informed me that the wig was out of stock and asked me to wait a few months. Despite my periodic inquiries, the seller kept asking for more time. Eventually, I was told that the wig's price had increased and I needed to pay more. Feeling frustrated, I requested a refund, but the seller advised me to contact my bank. Unfortunately, my bank informed me that they couldn't assist after 10 months and suggested the seller should process the refund. I provided the seller with my bank details, but they are uncooperative. Responses are scarce, and I am left without a resolution. This situation has caused me significant financial distress, and I simply want my money back.

I purchased a phone case through the website on my laptop and later installed the app on my phone to track the order. When I attempted to log in, I encountered an error message indicating suspicious account activity. To unlock my account, I must undergo a verification process by providing my phone number. However, I have not received the verification code, preventing me from accessing my account. Despite trying to log in from the same laptop as the purchase, I continue to face the same issue. I have received emails from the supplier but cannot view or respond to them. I'm simply looking to regain access to my account.

Hello, my name is Shupov. My order is back, and I have sent many messages to customer service without getting a proper response. This is frustrating. I need assistance with my package. The tracking number is RX[redacted]21DE from Germany, and the ID is [redacted][redacted] from China. I haven't received any notification about where my package is or why it was returned. I only got an email a week later mentioning that it was sent back. Please help me resolve this issue and retrieve my package. Thank you.

Hello, I am following up on an order I placed on ALIEXPRESS about 8 months ago on August 23, [redacted]. I have not received my order yet, despite contacting the seller three times to explain the issues I faced with my phone being replaced shortly after placing the order. Additionally, I informed the seller that my email address had changed, preventing me from accessing the email I used when I made the purchase. Yesterday, the seller asked for the order number, but I am unable to provide it. I am confused as to why they are requesting this now, especially after I have already explained my email access issues and the replacement of my phone, which I used to make the purchase nearly 8 months ago.

Dear Customer Support, I made a purchase of two bags on February 13, [redacted], at LI ZI MA Store. Unfortunately, only one bag was delivered, and it was not the one I had ordered. The size was too small, and it had a strange smell. The second bag was missing from the shipment. Upon contacting the seller, they requested a return, but the cost exceeds what I paid for the item. I am now left with a small bag that wasn't what I wanted, and the missing bag has not arrived. The sellers seem to have closed the case on their end, but I am still missing a bag. I would appreciate it if a refund could be arranged. Missing Bag: High-quality Large Lattice Hand-Woven Bag. New Fashion Simple Handbag. Head Layer Cowhide. Large Capacity Shoulder Bag. Square Bag. Price: €74.42 Color: Caramel Brown Size: 39cm x 25cm x 14cm Incorrect Bag Received: High-quality [redacted] New European and American Bucket Bag. Fashion Leather. Large Capacity Retro Shoulder Bag. Messenger Bag Handbag. Price: €67.61 Color: Black Size: 33cm x 13cm x 28cm [Redacted Transaction Screenshot]

Order [redacted]. I received two out of the five items I ordered, but one needs to be returned. I tried using the return form without success, so I contacted PayPal. Now, all my transactions are frozen. Why is this happening? Specifically, for the item "Women's Large Size Summer Platform Sandals Anime Skull Rivets Ladies Dark Gothic Lolita Punk Cosplay Shoes Muffin Slippers Sandals" from the seller "HANDSTRONG Official Store" for Euro 38.31, the shipment was canceled due to a payment block. I am unsure if the seller will still send it or if the order has been canceled. What is going on? PayPal's customer service mentioned that they did not hold the money. Can you confirm if I will still receive the item and explain why all five items are frozen? Thank you.

Hello, I am seeking assistance regarding Order ID [redacted][redacted]. I have encountered challenges receiving help from the Help Center, resulting in a significant loss of funds. Initially, I reached out on 3/19/21 due to payment discrepancies, leading to three disputes: €[redacted].60, €38.40, and €22.50. Despite being advised to report back if the issue persisted by 03/27/21, all my cases were closed by Aliexpress the following day. Dear valued customer, we appreciate your feedback and aim to address your concerns promptly. Rest assured, refunds for your transactions are underway and can take 3 to 20 business days to reflect in your credit card statement due to banking processes. We kindly ask for your patience during this time. Your satisfaction is a priority, and your feedback on our service is valuable. Your future queries are welcome, and we are committed to providing assistance whenever needed. Best regards.

I purchased Huawei VR glasses for my Huawei Mate 30 Pro global version from JY Global Store on AliExpress on 31/08/20. I provided my phone details to ensure compatibility, and was assured they would assist with setup. After receiving the glasses, I struggled with the Chinese manual and couldn't make it work despite the store's guidance over 3 months. They later admitted the glasses only work with the Chinese version of the phone, after I missed the dispute deadline. They now want me to return the glasses at my expense for a refund, but I'm hesitant. I seek advice on the next steps.

Hello, my account no longer exists, and my email address is not being recognized. Logging in with Facebook shows an account with no orders. I have recently placed several orders and paid a lot of money! What should I do now? I spent the whole day yesterday chatting with customer service and provided all my credit card payment details, but they could not or would not help me. It seems like my account with you has been lost or destroyed by you. I am now unsure what will happen with the orders I placed in March. All my attempts to log in through different methods have been unsuccessful, and apparently my email address is not registered. However, this is my only email address. How was I able to order from AliExpress and make payments with a credit card? I have records of money leaving my bank account. Please resolve my issue. Regards, Natalia Hinrichsen.

As a Gold member of AliExpress with multiple transactions since [redacted], I recently encountered issues with my card being declined for a $[redacted] purchase, despite numerous appeal attempts and approval emails from AliExpress. Even after changing to a different card, the payment continued to be rejected. Frustrated after trying six times, I was determined to solve this as the item I want to purchase is a gift for my son, a solar power bank. Hoping to resolve this payment problem soon and be able to proceed with my order on AliExpress.

I am a customer who placed two orders with the following order numbers: [redacted][redacted] for $[redacted].56 and [redacted][redacted] for $4,[redacted].40. When attempting to pay via wire transfer with SGD, my bank's rejection led to a cancellation and $61.24 in charges incurred due to two $30.62 fees. Additionally, there were $5 deposit charges per item, resulting in a total loss of $71.24 for me. I am extremely frustrated by these issues. While your website offers the option to pay in SGD with a lower $5 bank transfer fee, it seems your company only deals with American dollars exclusively. This discrepancy has caused me great distress, feeling both cheated and stressed. I advise revising your payment policies to accept Singapore dollars and adjust the fees accordingly. I have been a loyal customer, having made significant purchases from your website, but this experience has left me uncertain about future transactions. Despite contacting customer service multiple times over 7 days, live chat has not proven helpful. I urgently require assistance and hope to resolve this matter promptly. -Daniel J. O. [redacted] [redacted]

I recently made purchases from the same seller, only to discover within 24 hours that the items were being sold for almost half of what I paid for them. I've attempted to reach out to the seller regarding this discrepancy, but unfortunately, AliExpress does not allow customers to halt transactions before shipment. They state that customers can only dispute transactions within 10 days after shipping. I find this policy to be unfair. Despite contacting the seller directly, I have not received any response regarding the significant discount applied to the items I purchased. I wanted to inform the seller that if I could not receive the same reduced prices, I would no longer be interested in the items and would request a refund. I contacted AliExpress as well, but have not received a reply from them either. The reference number for the items is [redacted]. It has been nearly 10 days since the purchase, and I have yet to hear back from the seller. I implore the seller to sell me the items at the current discounted prices. I am not looking to cancel the order, just seeking fair treatment and the discounted prices. I kindly request your intervention to help resolve this matter. I believe that as a loyal AliExpress customer, I should be treated with respect and fairness. I eagerly await your response. Warm regards, M. Kamara

I recently attempted to purchase 11 items during the anniversary deals on your website. However, I encountered issues with the verification process, where I had to provide my bank statements, bank card, and driver's license. Despite complying with these requests, my order of approximately $[redacted] is being delayed by 1 to 3 days, using my Chase bank card instead of Chime, which I removed. This delay is troubling as the anniversary sale concludes shortly. I have experienced difficulties with AliExpress due to wire transfer problems last week, including an order for $[redacted]. My frustration grows as I urge for a swift resolution to this matter. Best regards, D.J. O. Address: [redacted] NW Hatches Harbor Rd Apt [redacted], Port St. Lucie, FL [redacted] Email: [redacted]

I placed four different orders with a seller who provided me with two tracking numbers for the same items and one for different items. I have only received three out of the four items ordered. I am missing black men's Dior trainers, men's grey Off-White trainers, a blue men's Louis Vuitton jacket, and beige Gucci women's trousers. Despite reaching out to the seller every day, I have received no response and have been blocked. I also contacted FedEx, but they have no record of the orders with the tracking numbers provided by the seller. I am very upset as I have been using AliExpress for years. If this issue is not resolved, I will have to contact trading standards. With purchase protection running out soon, I fear my money will be released to the seller without receiving all my items. I have opened four disputes but have not received much assistance from the case management team.

Dear Company, I am reaching out regarding my Order Number: [redacted][redacted] from December 22, [redacted], which I never received. Despite opening a dispute, I was refunded. I had requested the refund to be directed to my PayPal account as I no longer use the MasterCard ending in [redacted] due to changing banks. Unfortunately, the refund was credited to the old MasterCard. My bank informed me that the amount (€5.07) will be returned to the sender. I kindly request the reimbursement to be made to my PayPal account provided ([redacted]) or I can provide you with the new MasterCard information. I anticipate your swift response. Thank you. G. Queirolo

I purchased kids' leggings and a sweatshirt from Bobotcnunu store. The leggings arrived in a small package, but the sweatshirt was missing. After contacting the seller multiple times about the missing item and receiving no response, I threatened to open a dispute. The seller then offered a store voucher, but I just want a refund. The leggings cost $15.95 and the sweatshirt $24.45. Despite paying for both, I only got one item. The seller raised the price of the leggings to $31.00 after this incident. I tried to dispute the transaction, but it was rejected as they claimed the package was delivered. However, the package I received was too small to contain the sweatshirt. When I tried to reopen the dispute and selected "no tracking information," the system wouldn't let me proceed. It's frustrating not being able to communicate directly with someone about this issue. This experience with the store has left me feeling unsatisfied and disappointed. Thank you.

I have not received my order of $[redacted] worth of [redacted] lithium ion batteries. Despite being aware that it can take up to 90 days to receive orders, I have yet to receive mine. The seller on AliExpress kept indicating that the order was in transit with a non-functional Chinese tracking page. After initiating a dispute because the order never arrived, the seller provided a document stating it was delivered on a day when mail isn't even delivered. Despite my efforts, AliExpress dismissed me, and even after escalating and appealing, the issue remains unresolved. The lack of communication from the seller, as seen with previous orders, is concerning. I never received any emails informing me about the status of the delivery, leaving me in the dark. Even after managing to connect with a human on Eva live chat, the promised refund has not materialized. The frustration of dealing with this situation without proper customer support is quite upsetting.

Hello, I placed an order for a toy, quite a while back. The order number is [redacted][redacted]. It arrived in two parcels, but I only confirmed the first one before noticing items were missing. I opened a dispute and was instructed by AliExpress to return the received item to China. I sent the parcel back on my own expense of 42 Euros via German post DHL with the tracking number CY[redacted]75DE on March 10th. Despite the tracking showing it hasn't been delivered in 30 days, AliExpress informed me that they will not issue a refund. I am disappointed that the seller has a 60-day return window while I only had 30 days to send it back to China. I am out [redacted] Euros for an incomplete order and an additional 42 Euros for return shipping. I believe it's unfair not to receive a refund when the tracking confirms non-delivery. I also encountered difficulties reaching a human agent after the dispute ended, which was frustrating. All I ask is for the seller to wait until the parcel arrives before resolving the dispute. Best regards, Heiko H.

I am experiencing difficulties reaching customer support at aliexpress.com for several months now, and I am seeking assistance. On October 21, [redacted], I made a purchase of two tail lights for my car which have yet to arrive. The provided tracking number is invalid, and the seller claimed to have shipped the item without my consent via boat. Despite an estimated delivery window of 17-26 days, more than 5 months have passed without any delivery and a non-functioning tracking number. This situation is unacceptable, and I am highly dissatisfied with both the seller and aliexpress.com. The absence of customer service support exacerbates this issue. I have taken the step to contact my bank to initiate a claim against aliexpress.com. I am requesting a full refund of the amount paid for the item ($[redacted].41). Kindly note the details provided below: Tracking Number: PR[redacted]25YP Order Number: [redacted][redacted] Store Name: AD Grill Factory Export Store Thank you for your attention to this matter. Best Regards, L. Rimmereid