AliExpress Customer Service Issues

I recently purchased shoes online but encountered issues as the shoes were too narrow despite requesting a wider fit. The seller promised a solution based on my measurements but sent me shoes that are unusable. I am frustrated as the return process to China is expensive. I demand a refund of 56.41€. As a regular customer on AliExpress, I expect better service and respect. In a separate incident from the JAWAKYE Boutique Store, I received a completely different item and faced the same costly return process dilemma. I paid 43.38€ and demand a refund. These two orders amount to [redacted]€, and I insist on being compensated for the seller's errors. This situation is disappointing, and I hope for a resolution as this is a significant amount of money for me.

On December 9, [redacted], I placed Order ID: [redacted][redacted] on AliExpress for $48.51. On March 12, [redacted], I requested a refund as the order closed automatically, and I did not receive it. The package shipment status showed it was delivering. AliExpress denied the refund, stating I did not provide valid evidence that I had not received the package within the time limit. They released the full payment to the seller per their rules. Shortly after the refund was denied, the package status changed to "Undeliverable item, has been returned to shipper." Now, I am unable to request another refund, as the refund was already denied, money supposedly paid to the seller, and I still do not have the products. I have attempted to contact AliExpress through various means without success. As a long-time AliExpress Gold Member, I have never encountered this issue before.

Subject: Concern About Return Shipping Costs I recently won a dispute with Order No: [redacted][redacted], and I am now prepared to return the "NOT AS DESCRIBED (damaged) ITEM" to the seller in China. However, I find it illogical that as the winning party of the dispute and being instructed to return the item for a full refund, I am expected to bear the shipping costs to China. This policy on AliExpress where buyers are liable for return shipping fees even for damaged or wrongly described items seems unjust and needs reconsideration urgently. It's crucial for AliExpress to hold sellers accountable for their errors and cover the return shipping expenses for faulty products. Customers, like me, pay for fully functional items and rightfully expect to receive them. If a dispute finds the seller at fault, they should be responsible for all related costs, not the buyer. It's essential to clarify that this isn't an issue of personal preference or changing one's mind but rather receiving an item that significantly differs from its description. I urge AliExpress to address this matter promptly and ensure fairness for all customers. Thank you for your attention to this important concern.

I purchased a navy blue UPMOSTEK Led Ring Light Tripod with various features but received a 1.6metre tripod instead of the 2.1metre one. Despite contacting the seller, they initially ignored my messages concerning missing parts and incorrect tripod height. After providing evidence, they acknowledged the error and requested a return for a refund, which I did. However, they refunded me £26.67 instead of the £29.44 I paid. I reached out to request the remaining amount but received no response for two days, despite their usual quick replies. I am unsure how to proceed since I have not heard back from them.

I purchased a mechanical keyboard and made a payment that appeared as pending. Believing it had not processed, I made a second payment resulting in double charges. After canceling one payment, the other was delayed due to a holiday in Brazil. When I checked later, my order on AliExpress was marked as canceled for non-payment. Despite confirming the transaction with my bank, the seller initially asked for 20 business days for a refund but later claimed they received no payment. AliExpress support does not cover my situation, and I am unable to find useful information. How can I recover my funds?

Hello, I recently ordered a table cover and chose black, which was labeled as number 3. Unfortunately, the product I received was dark blue instead. I contacted the seller who informed me that black was not available. I initiated a dispute for a refund. I never received any updates on the dispute until May 2nd, when I got an email at 8:53 am stating the dispute was closed due to not returning the product. Shortly after at 9:02 am, I received another email with the return address. This sequence of events shows I was unaware of the return requirement and did not have sufficient time to send back the item. I am requesting an extension on the return period and a complimentary return as initially promised when I placed the order, especially considering the error was not on my end but due to the unavailability of the black cover as advertised. Thank you, Judit N.

Last month, I was notified that my parcel was delivered while I was home, but I did not receive it. Despite checking with family and neighbors, and searching my front garden, the parcel was nowhere to be found. After opening a dispute and appealing it with the seller on AliExpress, I was instructed to provide a letter from the post office confirming I did not receive the item. Even after following this step and being assured of a refund by multiple agents, I have been caught in a cycle of unresolved promises. Various attempts to escalate the issue by filling out forms and surveys have not led to a solution, leaving me without the parcel or the refund I was assured of.

I received a two-piece outfit order, but unfortunately, the sweatshirt was missing. I reached out to the seller, and they proposed a partial refund which I declined, requesting a full refund instead. The seller instructed me to initiate a dispute to return the items for a refund, but my multiple attempts have been unsuccessful, and now my order status is frozen. I am frustrated as I paid for items that were not fully delivered, and the resolution process has been challenging. I am hoping to resolve this issue promptly by getting assistance from the customer service team.

On 18.02.[redacted], I purchased an item for [redacted],24€ on AliExpress and paid with my Barclaycard. The item was delivered but I decided to return it. However, I have not received the refund yet. The item has reached the warehouse and the receipt has been confirmed. Despite multiple attempts to contact AliExpress through the online chat, I have been unsuccessful. The chat keeps stating that the refund should arrive within 3-21 days, but it has been longer. I have included a copy of my communication with the main seller as evidence. Additionally, I am including the refund information. It has been about 2 months since the refund has been in progress.

I received the package, but it was too small. I contacted the seller for an exchange, which they agreed to. After returning it by post, I've waited due to living far away. It's been five months now, and despite my inquiries, the seller claims they haven't received it for the exchange or provided a refund. They misled me about the product size options, making me question their honesty about receiving the return and my money. Unable to open a dispute, the seller's reluctance to communicate fairly feels like a deliberate attempt to keep my money, taking advantage of the distance and situation.

I have a missing package that was last seen in Denver, Colorado in February. I've contacted the post office multiple times and they believe it may have been returned to Ali Express. The order was placed on January 10, [redacted], and I never received it. I'm frustrated with the situation as the package is not in my state or country, and I just want a refund. The post office provided me with a letter for Ali Express, but my requests are being denied as it seems like they expect me to retrieve the package myself. The situation is causing me stress as it was a considerable sum of money. The order number is [redacted][redacted]. I appreciate any help in resolving this matter. -Lara W.

Dear Sirs and Madams, I would like to request that this letter be forwarded to AliExpress Finance. Subject: Payment to Seller - Order Number [redacted][redacted] I purchased a pair of boots, but due to poor quality and incorrect sizing, I decided to return them. However, the cost of return postage was nearly as much as the boots themselves. As AliExpress lacks a human customer service department and only utilizes automated responses, I attempted to address my issue in a different manner. I provided my return request details in the form, but was unable to submit it without a tracking number and courier service information. I used Thailand Post and the postage cost as the tracking number in the form. Unfortunately, all communication seems to be handled impersonally by computers. I am concerned that the seller may not receive the payment, as I will not return the item at such a high cost. I kindly request for the product price to be transferred to the seller, concluding the transaction. Thank you for your attention to this matter. Sincerely, Roland K.

Hello, I am having trouble locating my order on AliExpress. The bank transaction was processed on April 27, [redacted], and the payment was posted on April 29, [redacted]. However, I have not received any emails, order numbers, and the order is not visible in my account. I attempted to retrieve the order using my account details, but it states that it cannot locate the order with the card number provided. I contacted my bank, and they confirmed that the payment was successful. I am willing to provide my credit card number if needed. I have tried using the automated help center, but my issue seems too specific for the robot to identify as a problem. The general solutions provided do not apply to my situation. I have also attached a proof of payment from my online bank. Where can I speak to a human representative instead of a robot? Thank you, N.L.

Order ID: [redacted][redacted] Order Time: 07:10 Aug. 09, [redacted] Store Name: YY&H DailyLife Store Order Amount: €5.04 Hello, I encountered a significant issue with my recent order as detailed above. I attempted to purchase an air purifier from the mentioned store. However, after logging into my bank and authorizing the payment, your site indicated temporary banking account problems. Consequently, I had to cancel my order due to the payment issue. Subsequently, I faced a block on KLARNA and Sofortüberweisung, preventing me from using these services on any other platform worldwide that accepts them. I managed to have the block lifted by providing information about the canceled order. However, following my latest order with you on 07.03.[redacted], approximately a month later, the same block on KLARNA and Sofortüberweisung reappeared, referencing a payment of 5.04 EUR with ID 3Y00ZMJ Alipay. Despite confirming with the store that the order was indeed canceled, the issue persists. I would appreciate your assistance in resolving why I continually face blockages on KLARNA and Sofortüberweisung with an outstanding payment of €5.04. Best regards, Martin Z.

I am currently dropshipping from AliExpress. A customer requested a refund and was instructed to return the products to the specified address. Despite providing evidence that both packages were returned through Royal Mail with a signature on 22/4/21, I have not received the refund. The seller claims the warehouse did not receive the packages, but I have shown them proof of delivery using the Royal Mail track system.

I recently purchased a Back Mirror Cover for my Subaru [redacted] from AliExpress with the initial Order # [redacted][redacted]. Unfortunately, the product I received does not fit as described, so I opened a dispute case. Despite multiple attempts to contact the seller, I have not received a response. After reaching out to AliExpress for a refund, they provided me with a voucher for shipping the item back via EPOST. However, when I tried to send it back by Registered Mail to the address provided (IL-AE, 1 Hailboa Street, Airport City), the package was returned as the company does not exist at that location. Following a chat with AliExpress support, I received instructions from a company called PickandPack to return the package to them and they would deal with the seller and AliExpress. Despite trying to contact them, there was no response to my phone call, and when I emailed them, I was redirected to another company called HFD at Gissin 75 Street, Petach Tiqva, Israel. Unfortunately, my attempts to reach HFD have also been unsuccessful, causing me great frustration. This experience has tarnished my view of AliExpress which I've been a loyal customer to for a long time. Sincerely, Ran Machtinger

Dear AliExpress, Regrettably, the items I ordered (Order number: [redacted][redacted]) have not arrived as expected. I purchased two wall lights, with an estimated delivery date of April 27th, but they did not show up. In May, I received a notification that the goods had been delivered, however, this was not the case. I have attempted to address this issue by contacting the seller and opening a dispute regarding the missing orders. Despite the seller providing me with a tracking number, the shipment tracking appears to be inaccurate, and I have yet to receive the items. I am hopeful that this matter can be resolved promptly so that I may receive a refund for the undelivered items. Thank you.

The seller has requested to cancel the dispute and extend the period, but has not communicated since. You can reach out to us to extend the delivery protection time. If the delivery period has passed without receiving the package, you can file a dispute again for a refund. Feel free to contact us with any issues. We are here to assist you and aim to resolve this situation. If needed, you can contact us for a refund within 48 hours after the delivery time lapses. Please consider canceling the dispute promptly. Your cooperation is appreciated. Have a great day! Order ID: [redacted][redacted] Order Time: 02:42 Sep. 29, [redacted] Store Name: Car Rocking Store Order Amount: AU$ 7.76 Product: Free-shipping Car Single Core Car Fuel Filter Thread Adapter Convert 5/8-24 to 1/2-28 For [redacted] WIX [redacted] [Transaction Screenshot]

I, Fr. M. born in Naples on December 23, [redacted], with ID MLEFNC76T23F839D, contact number [redacted], residing in Orta di Atella (CE) at 39 Mahatma Gandhi Street, [redacted], made a purchase on February 18, [redacted] on the AliExpress website from the seller Anarancee Cycling Store, a China Supplier. I bought the XCADEY road bike power meter for Sram, SRAM 8-BOLT 110BDC model, with order ID [redacted][redacted], totaling [redacted].80. The item was shipped on February 22, [redacted] via Crono Economy from the Sender 4PX GF NO [redacted] HOI BUN ROAD KWUN TONG KL HONGKONG, shipment n°5P33C[redacted]. Once in Italy, the shipment was handled by Poste Italiane and on March 9, [redacted], at 09:46, it was processed at the Carinola (CE) Postal Operations Center, and at 13:00, it was mistakenly delivered to Via Gandhi Mahatma 39, Caserta [redacted], as confirmed by Poste Italiane's customer service hotline [redacted]. I promptly informed the seller of the mishap, opened a dispute on AliExpress on March 11, [redacted], and repeatedly urged them to contact AliExpress support to try to resolve the issue, retrieve the package, or refund me. They refused, claiming the error was on Poste Italiane's end, providing a copy of the shipping label as proof. The seller directed me to file a complaint with Poste Italiane. On March 15, [redacted], I lodged a complaint on posteitaliane.it to resolve the issue myself, but Poste Italiane informed me that the CRONO shipment assistance is only for contracted customers, not buyers. Furthermore, on March 20, [redacted], AliExpress ruled in favor of the seller, considering the package as delivered despite the incorrect address, leading to the seller keeping the payment for the item.

Hello, I am encountering an issue with my AliExpress mobile app where my account is temporarily locked. When I try to regain access, it sends a code to an unavailable email address. I navigate to customer service, but when I attempt to change my email address, it shows an error regarding my registered email. Additionally, it prompts me to view my past orders within the last 12 months, but no orders are displayed. Even after following the instructions to find an order, the system continues to show me a tutorial that requires me to select an order and input the last four digits of my payment card. Since I am accessing the platform via my phone, I am stuck in a loop where it informs me that my account is locked. Can you assist me with resolving this issue? Thank you.