AliExpress Customer Service Issues

Dear Sir or Madam, A few months ago, I ordered 2 duvet covers on the Aliexpress app. However, on January 30th, I only received one. Since I was not home at the time, my sister accepted the package. When I returned home last week and opened the package, I was very upset to find only one duvet cover inside. However, the app shows that both items have been delivered to me. I would like a refund for the second duvet cover that I have not yet received. Could you please advise me on what steps I should take now? Thank you for your assistance. Kind regards, Thi Cam Thuy V

I disagree with the proposed resolution for order number [redacted][redacted]. I understand the statement "The parameter does not match the description" as valid. However, I strongly disagree with the label "counterfeit goods" being labeled as invalid, as I have never accused the goods of being counterfeit. The issue lies in the misleading software installed on the product that misrepresents its hardware components, which seems to be a deliberate part of the seller's business strategy. The lack of response from the seller and unwillingness to address the problem is concerning. I have not been given the option to return the item for a full refund, and even if I have to cover return shipping costs, receiving a full refund is preferable to keeping a €50 unusable product. I would appreciate guidance on the return process, as communicating via email is proving difficult and following up on conversations is challenging.

Hello, I placed an order on August 3, [redacted], and paid by credit card. However, I did not receive the order confirmation via email. Yesterday evening, I got an email saying that my cart was still available for checkout. I couldn't understand why my items were still in the cart. This morning, I went back to the website and reordered the items, but again, no order confirmation. I am disappointed because it's my first time ordering from them, and it will be the last. What worries me is the possibility of being charged twice for the same order without any way to contact them. I forgot to mention that there are no orders showing in my account. Could you please assist me in resolving this issue? I would be grateful for your help. Best regards, Mrs. A.

I purchased the watch with Order ID: [redacted][redacted] on Jun. 18, [redacted], and initially had no issues wearing it for two weeks. Unfortunately, I later experienced an allergic reaction causing me to incur medical expenses. Although the seller mentioned my refund time had elapsed, the watch was guaranteed for 24 months. I would appreciate a refund due to the allergic reaction I experienced. I am willing to provide photo evidence upon request.

Dear AliExpress Team, I want to return 2 jackets as they are too large and too shiny. Unfortunately, the return/dispute page is not opening. For HOURS, I only see four blinking dots and nothing opens. Since 30.7.[redacted], I've been trying to get a return label to send back the items for free. Why is this page not opening to return something? The page doesn't open on my smartphone or PC. It's really frustrating, and I've already wasted so much time because I can't proceed. It has been a week already, and I haven't made any progress. I have contacted the seller multiple times and got an address in China, but I refuse to pay 2 x 29€ for shipping. The return should be free.

I would like to return two jackets that are too big for me under OrderId: [redacted][redacted]. Unfortunately, the page isn't opening to request the return. There are 4 loading dots spinning for HOURS!!!👎🏼👎🏼👎🏼👎🏼👎🏼🙁 Since July 30, [redacted], I have been trying to return the items and have not received a free return label. Could you please send me a return label via email? My email address is [redacted] I have contacted the seller, received an address, but it shouldn't be that I have to pay €29 twice for shipping, the return should be free. I kindly ask for your assistance and a return label. Best regards from Berlin Monika L. 😃👍🏼

I would like to report a seller named llano3C Store. After not receiving my item for 2 months and relocating, they agreed to resend it and adjust the price. However, they provided vague responses and ultimately charged me the full amount without honoring the price modification agreement. They did not communicate this change until after I paid. I feel frustrated by their lack of transparency and failure to assist customers. I have paid twice for the item, with the second payment being higher, yet I have not received anything. I am requesting a full refund of 5.90 CAD for both transactions (2.77 CAD for the first bill and 3.13 CAD for the second bill).

I recently received an email notifying me that my package is on its way. The message indicates that my order has been shipped. However, I find it confusing because the seller claims the product is out of stock on the same day I purchased it. The website even states that there are [redacted] pieces in stock as of today. It is puzzling why the seller would confirm shipment eight days after my purchase but then inform me that they are out of stock. The inconsistency in the information provided is quite frustrating.

I was unable to receive my packages from the postal service due to additional duties required by the authorities in Austria. Dear Mr. A, For proper processing through the IOSS (Import One-Stop Shop), the sender must electronically transmit appropriate data to the carrier (in this case, Öst Post AG). When Öst. Post AG receives and processes this data upon submitting the electronic customs declaration, the customs system will not impose any duties. Unfortunately, in your situation, this necessary data was not provided, leading to Öst. Post AG levying the required import sales tax. The Austrian customs system is unable to determine why the correct processing through the IOSS did not occur. I recommend reaching out to the sender or contacting the Vienna International Center at East. Post AG ([redacted]) to address this issue promptly.

Hello everyone, I'm Urda Marius. I recently purchased a radio for a Volkswagen with the number [redacted][redacted]. When I received the package, there was a spare display included, which I believe was a mistake on the seller's part. Despite the seller offering to send me a replacement display, I am not interested and would prefer a refund. I intend to return the package, but the seller has advised against it today. Can I reject this damaged package, and what should be my next steps? Should I involve PayPal or seek legal advice? I appreciate any assistance. Thank you.

Hello! I purchased car decals from AliExpress, but I have not received any confirmation email regarding my order. The store claims they did not receive my order, yet I have made a payment for the items. I expected the decals to arrive a month ago or earlier, but I cannot locate my order on AliExpress or through the Eva bot. I am in need of speaking with a live customer service representative for assistance. I attempted to track my order using my credit card information on a specific webpage, however, the page is not loading properly.

I submitted a dispute and in the comments section asked for a full refund with the seller covering the return shipping costs. The seller responded by offering either a full refund upon returning the item or keeping the dress and getting a new one at a 50% discount. I proposed a 70% discount on a different dress instead of returning the original one. The seller initially agreed to my dispute but then insisted I pay for return postage, which was not the original agreement. My desired resolution is to receive a full reimbursement and have the seller cover the cost of return shipping as previously discussed. Alternatively, I am open to accepting a 70% discount on another dress and keeping the original one to donate. I hope for a swift resolution to this matter. Thank you for your attention to this issue. Peggy

I am seeking advice regarding my recent purchase on AliExpress. I ordered a doorbell for around $[redacted], but I have encountered numerous issues with it. The user manual they provided does not adequately explain key features like smartphone connectivity and doorbell settings. Despite reaching out to the seller multiple times, I have not received helpful responses. After attempting to use the doorbell for only 3 minutes on standby following a full charge (instead of the promised [redacted] hours), I have lost confidence in the product. I opened a dispute, but the resolution suggested by the seller requires me to return the item with a tracking number. I do not want to spend more time and effort on this matter. I believe the seller should arrange for pickup if necessary. As I struggle to provide evidence of the battery issue, I am concerned about the approaching dispute deadline. Any assistance would be greatly appreciated. Thank you. Best regards, Leonardo M.

Hello, I recently purchased a doorbell for around $[redacted] on AliExpress. The user manual provided was unclear, leaving me unable to use most features such as connecting it to a smartphone or setting up the ring functions. Despite numerous messages to the seller, I didn't receive satisfactory responses. I even opted for professional installation due to the lack of guidance. However, the device's battery only lasts for 3 minutes on standby after a full 24-hour charge, instead of the promised [redacted] hours. After initiating a dispute and being asked to return the product to the seller, I feel frustrated. I don't have time to deal with this back-and-forth and don't see why I should be inconvenienced further. I have no way to prove the battery issue. As a loyal AliExpress customer, this situation has drained my enthusiasm. The dispute deadline is nearing, and I'm unsure how to proceed. Thank you, Leonardo M.

The customer service at AliExpress is difficult to reach, making it frustrating for customers like me. Despite being a long-time customer, I have faced issues with their Buyer's Protection. When disputing products that are not as described or defective and providing evidence like videos and pictures, the outcome has often been a simple return and refund resolution. This time, with Order ID: [redacted][redacted], my dispute was unexpectedly cancelled and closed after struggling with an unresponsive webpage. The cost and hassle of returning items to China, especially after 15 days from delivery, make the process even more challenging. To avoid losing money in similar situations, I am considering shopping from EU providers like amazon.de or bol.com, which offer more favorable online shopping conditions, including free returns, and have handled disputes and refunds more effectively in my experience. It might be time for me to stop dealing with AliExpress and switch to more reliable platforms.

I need a refund from AliExpress. Let me explain the situation. I purchased a screen protector that was not as described. The seller sent me another one after I returned the first (I had to pay for shipping unfairly!). Today, I received the second one, and the same issue occurred. I could open a dispute, but I would only get back €1.12 instead of €14.55 (due to "Extra shipping costs/resending goods/customizing the order/Extra costs"). I cannot dispute the first order because it has been more than 15 days. What should I do?! Can you refund me? The seller initially apologized for the issue but then stopped responding after realizing I couldn't open a dispute. I proposed a refund or receiving two more screen protectors (only the top part with 'HP' on it), but still no response.

Order ID [redacted][redacted]: I bought an iPhone XR screen from the BYFLCD store, which was advertised with a 5-year warranty. However, my customer is experiencing touch issues, and the bezel around the screen is coming apart. I contacted the seller, sent a video showing the problem, but only received a response saying they would check without offering a solution. Now, it seems the seller has blocked me from sending messages. I reached out to customer support on 11.8.21, and they mentioned that AliExpress would help negotiate with the seller on my behalf to address the warranty issue, but I have not received any updates since then. I urgently need assistance as my customer is waiting for the phone to be fixed.

I recently registered on portal.aliexpress.com, and even though they only asked for email verification during signup, I have now encountered an issue. After verifying my email, I tried to sign in but received a message stating there was unusual activity on my account, prompting a temporary lock for security. The system then requested my phone number for a verification code, although I had never provided it during registration. It's frustrating that the process goes from successful registration to immediate verification, especially when the required information was never initially asked for. Additionally, trying to seek help leads back to the sign-in process, which is challenging when stuck in the verification loop.

I have received the following email: Dear Rodrigues Marcio, Thank you for reaching out to AliExpress. Have a good day! To ensure a VAT refund, please reach out to our customer service with the necessary documents within 15 days of the buyer protection period conclusion: 1. Invoice of import VAT from the logistics service provider (including tracking# and VAT amount). 2. Payment proof for the invoice. 3. Any customs documentation related to the release of the goods, including the package's shipping label. Please remember to cancel any open dispute (if applicable) as it is intended solely for 'not received' or 'not as described' situations. Thank you for your cooperation and understanding. Kindly refrain from responding to this email as this inbox does not accept replies. Best regards, AliExpress Customer Service Team How many times do I need to submit the documents?

Hello, I recently spoke with one of your Bosch representatives and was informed that the model GDC [redacted] is only capable of dry cutting and does not support water usage. Therefore, I would like to cancel my order for the GDC. Since the product has not been shipped yet, I believe this should be feasible. Thank you. Best regards, M.I. M. Virit