AliExpress Customer Service Issues

Hello, my name is Michael Dech, and I placed an order for the Acer MCEIR-[redacted] LC.MCE 05,[redacted] Media Center receiver with Order ID: [redacted][redacted]. However, I have not received the item or a refund yet. I opened a dispute on Aliexpress, but it was closed without a resolution. The seller, "XiongTao dian zi Store," mentioned that the postman would contact me regarding the parcel, but I have not heard anything. It has been two months since the order was placed on 10th March. I am unable to reach the seller on Aliexpress, and contacting Aliexpress has been challenging with their automated hotline service. I am located in Germany and prefer not to call overseas hotlines due to the costs. I want a refund as I haven't received the item and have not signed for any package. My interactions are limited to German or English languages.

Reference Number: [redacted][redacted] Standard Shipping Reference: PQ79Y[redacted][redacted]A The merchandise was shipped to: Zaida Floor Ecuador, 4, 2 Roquetas de Mar [redacted] Almería Please verify this with your standard shipping information. I have ordered and paid for this merchandise, but it was received by another person in a different city. Verify this with your standard shipping records. The document is in dispute. It is clear that you cannot read a scanned Spanish document. The document is very clear, and you have come to an entirely incorrect conclusion. I will file a complaint with the state consumer office against Aliexpress for unfair business practices. You have shown to be extremely inept and unfair. The document clearly shows that the merchandise was sent to the wrong destination, and I have not received it. I have mentioned this repeatedly in the dispute, and you seem incompetent and foolish.

Hello, on [redacted]-04-09, I purchased two 6-inch electric chain saws from the seller Soulmate Trading Store. Both saws arrived earlier than expected, which was great. However, after fully charging the batteries, one of the saws is not working. I have informed them about the issue, but they insist it is a battery problem. I have repeatedly explained that the batteries are fine. A technician confirmed that the motor is not working. I requested a replacement for the faulty saw without the batteries or a refund for the amount paid. The company keeps offering me $6 to replace the part. This has been going on for over a month now, and I am frustrated. I will have to leave negative feedback on all platforms. I also sent them a video showing one saw working and the other not. Best regards.

I purchased an e-bike battery from Risunmotor on Aliexpress and encountered a major issue. Despite my efforts to balance the cells and ride the bike gently to break in the battery, it suddenly stopped working after just 30 minutes. The Bluetooth BMS indicates that 2 cells are damaged beyond repair in the 20S 7p pack. I am requesting a replacement battery promptly as my main mode of transportation is affected. I lack the necessary tools to rebuild the pack myself and there are no nearby technicians available. I will require replacement cells, nickel strips, and other materials to repair the pack. This malfunction appears to be an internal build issue, most likely related to the BMS wiring or cell connections. I have been eagerly anticipating this purchase for almost three years and am disheartened by this situation. I hope for a swift resolution to this problem. Thank you for your attention to this matter. Sincerely, Tom T.

I made a purchase from a dishonest seller who failed to deliver the item and even requested additional funds. Despite my repeated attempts to resolve the issue, the seller only provided a fake tracking number indicating that the item was delivered. Despite contacting customer service four times, I consistently requested the item I purchased be sent to me, while the seller aimed to cancel the transaction. Nevertheless, after extensive follow-up, I was advised by your customer service to cancel the deal. I am not a member of AliExpress to be taken advantage of by fraudulent sellers. I simply want the item I purchased at the stated price, and I believe AliExpress should assist me in receiving it. Is this an unreasonable request? Please prevent dishonest individuals from operating as sellers on your platform. I am hopeful that you will support me in compelling the seller to fulfill my order.

Hello, I wanted to bring to your attention an issue with Order ID [redacted][redacted]. The order was cancelled due to discrepancies in the shipping time provided by the seller. Initially, the advertisement mentioned that the items would be shipped from Poland within 2-5 working days, which is why I chose that option. However, after confirming the order and making the payment, the seller informed us that the scooters would be shipped first from China and then from Poland, resulting in a total shipping time of 40 days to Poland and an additional 10 days for delivery to us. This was not what we expected, as we needed the scooters sooner. While we did receive a refund for the order yesterday, the refunded amount was less than what we originally paid due to fluctuations in currency exchange. We feel deceived and believe the seller is at fault for not providing accurate information. We are seeking assistance to recover the full amount and ensure the seller is held accountable for their actions to prevent this from happening to others. Thank you for your help in this matter. Best regards, I.P.

I recently bought an item that turned out to be too large, so I initiated a return and provided the tracking number to the seller promptly. However, the website did not register the tracking number correctly. Despite my efforts, they claim I failed to provide the tracking number on time and closed the case. Now they have the item and my money, and no one is assisting me. I contacted local support, and they advised me to wait. I fear that if I wait too long, they will simply ignore my case. I am stuck in this situation, seeking assistance. [redacted]aliexpress.com/_Al8PYT

Subject: Issue with Ebit E10 Order – Order Number: [redacted] Dear Sirs and Madames, I am writing to express my disappointment with the recent purchase of an Ebit E10 from the Aliexpress seller ANTMINER, Litecoin, DASH MINER suppliers Store. The device I received was in a poor condition, with wires patched up using electrical tape, and it was not functioning properly. This starkly contrasts with the product images provided on the sales page. To add to my frustration, I was also charged €32.18 for customs fees that were not disclosed during the purchase. After negotiating with the seller, I have sent the device back, incurring an additional postage fee of €97.69 via DHL. However, upon shipping, I noticed a discrepancy in the addresses provided by Aliexpress and the one on the package, which may have caused a delay in tracking the shipment since May 30th, [redacted]. I kindly request a full refund for the purchase price and associated costs. Best regards, Mario S. Reichenow-Möglin, [redacted] Harnekoperweg 3a

Subject: Issue with Recent Order - Order Number: [redacted][redacted] Dear Customer Service, I am writing to address a concerning issue with my recent purchase. I ordered an Ebit E10 from the Aliexpress seller ANTMINER, specifically the Litecoin DASH MINER suppliers Store, for €[redacted].68. However, upon receiving the item, I discovered it to be in poor condition - the wires were visibly patched with electrical tape, and the Ebit E10 device itself was defective. The actual state of the product did not align with the imagery presented on the sales page. To add to my disappointment, I incurred €32.18 in customs duties that were not disclosed during the sale. Following numerous discussions, the seller agreed to a return. Subsequently, I paid a further DHL fee of €97.69 for return postage. The item was dispatched on 05/10/[redacted] to the address provided by Aliexpress; unfortunately, upon reviewing the package, I noticed that a different address was listed than the one indicated on Aliexpress. Currently, the package is in transit, with tracking details (CY[redacted]83DE from DHL) untraceable in China since May 30th, [redacted]. I kindly request a refund for the initial purchase cost and any related expenses that I have incurred. Thank you for your attention to this matter. Warm regards, M.S.

Subject: Order Issue with Ebit E10 Purchase from Aliexpress Dear Customer Support, I'd like to address my recent order number [redacted][redacted]. I purchased an Ebit E10 from ANTMINER, Litecoin, DASH MINER suppliers Store on Aliexpress for €[redacted].68. Unfortunately, upon receipt, I discovered the device was in poor condition - the wires were haphazardly fixed with electrical tape and the Ebit E10 was defective. The actual product differed significantly from the advertised images on the sales page. Additionally, I incurred customs duties of €32.18 that were not disclosed during the purchase. After some negotiation, the seller agreed to a return. However, I faced an additional DHL fee of €97.69 for shipping. I dispatched the package on 05/10/[redacted] to the address provided by Aliexpress, realizing later that it differed from the actual address on the package I received. The tracking information (CY[redacted]83DE) shows that the package is en route but hasn't been traceable in China since May 30th, [redacted]. I request a refund of the purchase price and reimbursement for the associated costs. Thank you for your attention to this matter. Sincerely, M.S. [redacted] Reichenow-Möglin Harnekoperweg 3a

I have noticed an unexplained charge on my card from Alliexpress. Despite searching for help on their website, I was told to resolve it with my bank. Subsequently, my bank canceled my card and initiated an investigation. Now Alliexpress has suspended my account, leaving me unable to pay for a package I received. I seek clarification on the payment to resolve this issue and am willing to cooperate. The current situation could have been prevented with better customer service. I have been a satisfied customer shopping on your site but face difficulties due to Alliexpress's handling of this matter. I hope to communicate directly with someone to address and resolve this inconvenience promptly.

My credit card was charged twice by Aliexpress. I made a payment on 12 February, but after I complained about the lack of communication and improper charges, I discovered that they had charged my card again for the same items from February [redacted]. This situation has resulted in double billing, which I believe is fraudulent. It appears that they may have done this in response to my complaint, using the credit card information they have on file. This has been a frustrating and concerning experience with Aliexpress.

Good morning, I requested a refund, and the assistant informed me that it was processed. Initially, I was told I would receive the refund in 20-30 days. However, I recently received an email stating that the refund will only be issued after the seller receives the returned item. This information contradicts what one of your assistants previously told me. The item I returned is currently held up at the China border for over a month. I have contacted the local service in Italy, and they explained that the seller needs to resolve the delivery issue with Chinese customs. I have exhausted my efforts, and it is now the seller's responsibility to take action. Unfortunately, the seller has not responded and is uncooperative. Kindly intervene, or I may have to involve the authorities. Waiting an extended period for a refund is unreasonable.

Hello, I bought a RS300 robot vacuum cleaner and received it on 03/28/[redacted]. Since receiving it, it has not been working properly. I was not aware that there was a 15-day window to open a dispute with the store, and I missed that opportunity during my conversations with them. Initially, when I turned it on, it would stop and beep shortly afterward. I would restart it, and the cycle would continue where it stops and beeps every 15 minutes approximately before stopping entirely. I would then have to recharge it. Now, it doesn't work at all; it just beeps. I have sent videos showing the issue, and according to the instructions, it seems to be a battery problem. However, the store claims I am not following the instructions correctly, which I have re-read multiple times. Since it's not working, I'm at a loss of what to do and feeling desperate. Could you please help me? The store is Oloey HairStyking Store. Thank you.

Hello, I need to address a mistake that occurred unknowingly. My husband's card was compromised in mid-December, resulting in unauthorized transactions. After investigating, I discovered my 5-year-old daughter mistakenly made purchases on my AliExpress account without my knowledge. These purchases were not initially recognized as my daughter's, leading them to be included in the fraud case. Despite this misunderstanding, I am eager to rectify the situation. I am willing to pay for the items received by my daughter and restore my account to good standing. I have refrained from creating a new account in hopes of resolving this matter with AliExpress. I appreciate any assistance in resolving this issue promptly. Thank you. - D.

I would like to file a complaint against the seller LowellHair Store. In December [redacted], I bought a wig but never received it. Despite opening two disputes on the site, the seller insisted via WhatsApp that I close the dispute and open a shipping dispute. I was uncomfortable with this as it required me to lie that I received the item when I hadn't. Even after following their instructions, the seller kept asking for the item to be returned, but then went silent after the dispute window closed. I have evidence of our conversations and believe the seller's practices are unethical. I am keen to leave a review for others.

Hello, Order [redacted][redacted] was not delivered. The seller made a partial payment in response to my inquiry but was not willing to refund the full purchase price (see chat history). Consequently, I opened a dispute, and the platform refunded the remaining amount as per their guarantee. Now, the seller (official DTBird shop) is requesting the partial payment back. I receive messages from them almost daily. I kindly request your assistance in clarifying to the seller that they should not expect any money from me if they do not deliver the goods (which has not happened to date) and that they should cease the unwarranted emails/messages/demands. Thank you for your support.

I am experiencing difficulties with item number [redacted][redacted], and unfortunately, I did not receive the necessary assistance. As a result, I have taken the step of sending an email to the Ministry of Commerce of the People's Republic of China outlining my concerns and next actions. It has been challenging to communicate with AliExpress to address issues with the site's transparency regarding sellers and product quality. Upon purchasing Order Number [redacted][redacted], the item arrived after a significant delay, and upon inspection, the Hdd Docking Station with eSATA to USB 2.0/3.0 and ide functionality was found to be faulty. Despite attempting to open a dispute, the seller demanded photographic evidence of the malfunction, which poses a challenge as it involves showing the device's inability to detect a hard drive. I am hopeful that the Ministry of Commerce will assist in resolving this matter, as I may escalate further if necessary. Regards, Claude Lebrun

My order [redacted] comprised a comic and various gadgets like cards, a stand, an envelope, and a poster. Before placing my order, I specifically confirmed with the seller if all the gadgets were included, and they assured me it was complete. However, upon receiving the order yesterday, only the comic was in the package. I raised this issue with the seller, who offered me a minimal compensation for the inconvenience, which I found insufficient given the expectation that all items would be included. I declined their offer, but the seller is adamant about it. I am seeking advice on how to proceed with accepting the compensation of 3 euros or arranging for the return of the incomplete item at their cost. Additionally, I am looking for guidance on how to request a refund. Thank you.

I placed an order but did not receive the product. I have opened a dispute and would like a refund. The resolution of the dispute offers two options which is confusing. Please either send me the item or ensure I receive a refund. Order ID: [redacted][redacted]. Please provide a brief update on the next steps. Thank you for your assistance. Achim Buehler