AliExpress Customer Service Issues

I have not received my order, and the buyer protection time has ended, but I still have 15 days left to open a dispute for a refund. However, I am facing difficulties in initiating a dispute as there is no live chat representative available, and I cannot find the option to open a dispute on the website. Despite trying different devices and browsers, including Windows 10 with Edge, Chrome, and Chromium, as well as Debian Linux with Firefox, Chrome, and Chromium, I couldn't find the dispute option or chat with a human representative on any of the webpages. I cleared the cache and restarted the browsers, but the issue persisted. The only successful method I found to open a dispute was through the AliExpress app on my Android cellphone.

Opening a dispute has been a frustrating experience. The process is overly complex, with frequent disconnections requiring re-entry of login credentials. The navigation prompts are often inaccurate or non-existent, making it even more challenging. Contacting support for assistance seems impossible, adding to the nightmare. Regarding the order number [redacted], I wish to remind you of EU regulations stating that return fees for defective, damaged, or misrepresented items are the responsibility of the seller, especially when operating in Europe. If a return is necessary, the seller should provide a prepaid envelope for the return shipment. The seller can access a prepaid envelope option for mailbox return at this link: [redacted]. It is also noted that EU regulations have been incorporated into French law, clearly specifying that in case of non-conformity, return costs are the seller's responsibility, as per this reference: [redacted]. Please adhere to these regulations for a smooth resolution.

I did not receive my product. The tracking number provided was LH[redacted]01HK, but it did not arrive at my address at [redacted] Speaker Way NW, Edmonton Alberta T6R 0P1. The package was mistakenly sent to Peterborough, Ontario, which is not my location. Despite opening a dispute on Aliexpress with order ID [redacted][redacted], I was denied a refund and the seller has been uncooperative. This is not the first time I have faced issues with Aliexpress, and time is of the essence for a resolution. I am seeking either a resend of the product or a refund due to non-delivery. I have checked with my local post office and my mailbox regularly to no avail. Your prompt attention to this matter is appreciated.

Dear Customer Service, I am contacting you regarding an issue I am experiencing with a seller. I purchased the following item: 8" [redacted]*720P Car DVD Multimedia Player Android 10 PX6 4G+64G For SUZUKI SX4 S-Cross 2[redacted] TDA7850 5*USB GPS Radio HDMI DAB Features: Color PX6 Wireless CarPlay Upon receiving the order, I discovered that the display screen was broken. I contacted the seller to arrange for a replacement but was informed that I would need to cover the high shipping costs. The seller suggested sending only a new screen for self-replacement since the system was functional. As I expressed my inability to replace the screen myself, we eventually agreed that the seller would send a new front panel that could be replaced with just 4 screws. However, after waiting four weeks, I was informed that only the screen, not the front panel as agreed, could be sent. Despite my frustration, I paid an additional $15 for the shipping. Upon receiving the new screen today, I discovered that it was also damaged. The seller suggested contacting FedEx for compensation. I have been patient throughout this process and requested either a new screen without additional fees or a full refund. The seller agreed to send a new screen but insisted on additional fees, which I find unreasonable. I am seeking a resolution with the seller's cooperation, preferably with the new screen sent via fast FedEx delivery. Please assist me in resolving this matter.

Hello, I returned my order of 2 pairs of shoes with Order Number: [redacted][redacted] to the provided address. Unfortunately, I am only being refunded for one pair. It was confusing because during the return process, I couldn't generate a return label for each pair of shoes as there is only one "Order Number" provided. The facts are: 1. The return was accepted. 2. The return was completed in full (UPS TRACKING 1Z 7W9 16Y 68 0[redacted]). 3. Buyer refund of 15.30€ approved. 4. Seller payment of 19.03€ approved due to alleged delayed return, which is not correct. I am very upset and kindly request a review of this situation and the refund of the appropriate amount. Best regards, W.R.

Bonjour, Je souhaite partager mon problème détaillé avec le vendeur. J'ai écrit au service client Alibaba le 23 mars dernier en fournissant toutes les preuves. À ce jour, je n'ai pas reçu de réponse. Peut-être cela nécessite-t-il plus de temps ? Pouvez-vous intervenir auprès du vendeur pour obtenir mon remboursement ? Merci. Service Client Alibaba [redacted] rue Reaumur Mr. P. Alain 66 rue Bergson, [redacted] Paris 2 [redacted] Saint Etienne France Saint Etienne, le 23 03 [redacted] Madame, Monsieur, Je m'adresse à votre service client réputé pour son efficacité. Je fais face à un problème avec un vendeur malhonnête sur Aliexpress. Il refuse de me rembourser une Sonnette Vidéo que j'ai renvoyée, avec accord d'Aliexpress, suite à un litige concernant un dysfonctionnement de l'application. J'ai demandé à Aliexpress le 7 décembre [redacted] d'ouvrir un litige, comme cela a été fait. Ma commande no: [redacted][redacted] datée du 11 novembre [redacted]. J'ai renvoyé l'article en "Colissimo" le 11 décembre [redacted] via mon bureau de poste habituel, avec photos et détails en pièce jointe à titre de preuve. Le vendeur a reçu le colis le 15 février [redacted], confirmé par "Colissimo". Malgré de nombreux échanges, le vendeur prétend ne pas avoir reçu le colis à temps, ignorant les délais liés aux douanes internationales. Il est évident qu'il n'avait pas l'intention de me rembourser depuis le début. Ma réclamation concerne le remboursement de la Sonnette Vidéo avec code [redacted][redacted] et les frais d'envoi en Chine, totalisant €83,78. J'espère que vous pouvez intervenir pour résoudre ce litige. En pièce jointe les preuves. Mon adresse mail : [redacted] Cordialement.

Dear Sir or Madam, I am writing regarding an issue with a purchase on AliExpress. There seems to have been a mix-up in my order. I was trying to buy item [redacted][redacted] for 11.90 euros, but it did not go through. However, in my account under the name "ae752170 user," there is another item, [redacted][redacted], priced at 7.58 euros, which needs to be canceled. Additionally, I tried to pay for the first item but encountered difficulties. I have both a Postgirokonto and a PayPal account, but neither are showing up as payment options. I kindly request your assistance in resolving this issue so that I can proceed with my purchase. I have been unable to find any other support for AliExpress, so I am reaching out to you for help. I look forward to hearing back from you promptly. Best regards, Andreas P.

Order Number: [redacted][redacted] from AUTOWELL STORE. I purchased these items from this retailer. I received them and had them installed. I found issues with 2 parts: one protruded more than the others (material flaw) and the second issue was that the cap could easily rotate. The seller called me a fraud, asked if I needed money, and said they would send it to me, leaving me feeling insulted. When I mentioned returning the old parts once the replacements arrive, the seller insisted I uninstall and return them, which was not easy. I had them installed already and didn't want to return them. Reinstalling the items later would cost me more than returning them. I don't know why there's an issue by sending me 2 new caps. It's unacceptable to insult a customer as a fraud. Now it's at a standstill, and I'm unsure what will happen next. I seek your assistance as I'm unsure what to do.

Hello, I recently made two purchases on AliExpress that were unsatisfactory. The first order I placed for shoes was supposed to be widened due to my wide feet, but I received smaller and narrow shoes instead. I requested a refund but was directed to return the shoes to China, which is costly for me. The shoes cost 56,41€, and I am a loyal AliExpress customer who expects better service. The second issue involves another shoe order from a different store. I received a completely different item and was again asked to return it to China at my expense. I spent 43,38€ on these shoes, and in total, I am out [redacted]€ for items I did not receive as expected. I am hopeful for a resolution and a refund from the sellers. Thank you for your assistance. Sincerely, Monika S. T. Bachstr 23 [redacted] Stolberg- Aachen Germany

I bought an ESET license, but the seller provided a strange number that isn't valid. Despite my attempts to contact the seller for a resolution, I've been met with silence. I'm extremely frustrated with this experience and just want a refund. The lack of customer service is appalling. Update: I still haven't received any response, and AliExpress isn't allowing me to open a dispute yet. This situation is becoming more frustrating by the minute. Update: I received a serial number, but it turned out to be a leaked license when I tried to activate it. It seems AliExpress is facilitating the sale of stolen licenses, and my attempts to open a dispute have been unsuccessful. This situation is beyond frustrating, and I'm beginning to feel scammed. All I want now is a refund and to avoid using this site in the future.

I purchased a laptop on April 5, [redacted], with express shipping through DHL for over $[redacted]. However, instead of DHL as agreed, the seller used FedEx, providing me with a faulty tracking number. After numerous attempts to contact the seller, they confirmed the shipping, but I had to wait for the DHL tracking number for over seven days. When the tracking number was finally provided and I checked the status, it still showed "Package Waiting for pickup" on April 16, [redacted]. By this point, I had already purchased a different item from another vendor and no longer wish to receive the laptop. Despite my request for a full refund, the seller refused, citing that the item was already shipped.

Hello AliExpress, I kindly request your assistance regarding a recent issue with a damaged package. Despite efforts to resend the item, availability constraints have become a challenge. Understandably, I am hesitant to accept a shipment from China and would prefer a refund instead. I plan to initiate a dispute with AliExpress to resolve this matter promptly. Thank you for understanding and supporting me as always. Best regards, Zlatan A. --- Dear Customer, We regret to inform you about the package damage and the unavailability of the item for a prompt reshipment. We can issue a refund upon your request. Please follow the provided link to open a dispute with the steps outlined. We apologize for any inconvenience caused and appreciate your understanding in this matter. Best regards, WQZ --- Dear Support, I appreciate your prompt response. I will follow the dispute process provided to secure my refund. Rest assured, I will state the accurate reason for the dispute. Thank you for your assistance. Best regards, Zlatan

Hello, I placed an order on AliExpress, but the product is not working. I initially contacted the seller to inform them of the malfunction. They asked me to open the device, but I refused and requested a refund or exchange. Since the seller insisted, I opened a dispute. The return label I received was rejected by Mondial Relay due to an outdated tracking number series, and the address found online seemed invalid with comments suggesting it's a scam. I asked for a proper return label but have yet to receive one. The seller suggested canceling the dispute and sending a replacement, but I now prefer a refund. The return deadline is approaching, and I'm struggling to resolve this. I have kept all communication with the seller, but their behavior is concerning. Any assistance in resolving this issue and obtaining a refund would be greatly appreciated. Thank you in advance. Best regards.

I purchased an M.2 SSD that stopped working after 3 months. While the dispute period ended, I contacted the seller for a replacement under warranty. Currently, the new SSD is stuck in customs in China, awaiting the seller's action to pick it up. I have requested the seller contact the Shenzen Post Office to retrieve the parcel but am awaiting a response. Unable to open a dispute on AliExpress, I feel dependent on the seller. If the seller does not address the parcel, I worry about additional return costs. Thank you for any guidance on next steps.

Hello, I have a: Brand: OOTDTY Origin: CN (Country of Origin) Vehicle Placement: Rear Item Height: 22mm Item Length: 58mm Replacement Part Number: -- Material: Plastic and metal Item Weight: 31g Special Features: DIY Multifunction Clock Temperature Voltage Monitor Panel Meter Other Part Number: -- Item Width: 17mm Manufacturer Part Number: 1AA800377 I was expecting to receive instructions on how to set the clock. A picture showing what each button is used for would be helpful. Also, a translated guide in simple language would be appreciated. When you read this, you'll see that the provided information is not very useful. Since I don't want to break it due to incorrect operation, I'm reaching out in this way first. I can't make much sense of the translation on your website as I'm missing the starting point: "How to use: The key: Under normal display, press this key to toggle between the six display states of Time & rarr; date & rarr; Temperature 1 & rarr; Temperature 2 & rarr; Voltage & rarr; alternate cycle display. (Note: the display items and switch interval time in the alternate cycle display mode can be adjusted by the "dd" and "dF" parameters respectively... See the following table The Under button: Under normal display status, press this button to set the time's date's year parameter. Press the button, "points" will start blinking, press the button to set the value. After setting, press the button again, "hour" will start to blink, press the button to set the value. And then press the enter button to set the date [Note that the middle of the colon is not lit], "day" will start blinking, press the button, once the sound "month" starts to flash, sound and then press the "year" button starts blinking, Press the button to set the parameters in the extended set, see the following "code meaning and role of the table" Once I'm in the menu, I believe I will figure it out. It would be great if you could assist me with this. Thank you.

I contacted an agent several times on live chat who promised me a refund, but I haven't received it months later. They want me to return an €11 product to Hong Kong for €30, which isn't feasible since my country excludes shipping to Hong Kong. I've sent multiple videos and photos as proof that the product is not working. It's frustrating that the shop owner, "Shop[redacted]72," doesn't seem to care about refunding customers for faulty products.

I am experiencing issues with a refund for a pair of trainers I returned. The item was delivered and signed for on April 10th, but I have yet to receive my refund. Despite opening a dispute with AliExpress, the matter remains unresolved. I was promised a full refund upon the return of the item, which has been verified by the warehouse, yet no refund has been issued. This has left me dissatisfied as I paid for an unusable item that had to be sent back, but the refund process has not been completed. My order number is [redacted][redacted].

I reside in Israel and purchased the OnePlus 9 from the OnePlus official store on AliExpress on April 3rd. A few days later, I received a message through the app, informing me of a discrepancy in the item description related to the wireless charger. Despite not expecting the charger, I agreed to proceed with the shipment on the same day. However, it took 8 days for them to provide a tracking number, and the package has been stuck in the "despatched to destination country" status since April 19th. In comparison, two other packages ordered after the phone have already been delivered. When I inquired about the delay and suggested cancelling the order, I was informed that cancellation was not possible once the package had been shipped. The customer service support has been unhelpful and slow in addressing my concerns.

AliExpress has recently introduced COMBINED SHIPPING which has caused me to lose $[redacted] worth of orders. I purchased 45 items from 26 different sellers, all correctly dispatched to my address. Unfortunately, the shippers changed the address to a nonexistent one, resulting in USPS being unable to deliver the packages. After filing a claim on the USPS website and contacting my local post office with the tracking numbers, I found out that all items were sent back to China. Dealing with AliExpress customer service has been a frustrating experience, with long chat sessions and unhelpful representatives. Despite providing ample evidence of the issue, they only address one order at a time. The whole ordeal has been mentally taxing, especially as an isolated senior without easy access to transportation. I've expressed my grievances online and hope to prevent others from facing similar challenges.

I am experiencing an issue with receiving my refund. Despite multiple attempts to contact AliExpress customer service, I have not received a response. I provided them with the following details in an email: Order number: [redacted][redacted] Tracking number: LY[redacted]92CN After not receiving the product, I opened a dispute, yet AliExpress closed it by stating the product was delivered, which is incorrect. Upon further examination, I realized they were tracking another product with tracking number LY[redacted]05CN, which I already received. The correct tracking number for the undelivered product is LY[redacted]92CN, not LY[redacted]05CN. I am frustrated and looking for a resolution to this issue. I have verified the tracking numbers and the mistake AliExpress made. I am eagerly awaiting their response and urge them to correct this error promptly. Despite my efforts, I have not been able to reach the offices in China and Hong Kong for assistance.