AliExpress Customer Service Issues

Archive 121

The following are issues that customers reported to GetHuman about AliExpress customer service, archive #121. It includes a selection of 20 issue(s) reported October 12, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Dear Customer Service, I placed an order on June 23rd with Vikefashion store, order number [redacted][redacted]. On July 22nd, I filed a dispute because the item has not been delivered. When opening the dispute, there was no option for "not arrived", so I had to select "arrived in a bad condition" and explain the issue. Despite the protection days passing and it now being October 12th (4 months after ordering), I still have not received the item. AliExpress denied my dispute for a $0 refund, and I am unable to open a new dispute for this item. The seller is unresponsive in the chat. I am extremely frustrated as I needed this item for my wedding, and having to purchase another one was costly. I paid for expedited shipping on AliExpress, yet the item has not arrived, and I have not received a refund. As a loyal customer, I am disappointed with this experience and request a refund for the undelivered item. I hope you can assist me with this matter. Sincerely, [Initials]
Reported by GetHuman-raniagha on Tuesday, October 12, 2021 11:29 AM
Hello, I'm unsure if this is the correct platform to address this issue, but I have encountered a problem with a supplier I ordered numerous products from. Despite selecting "ship from USA," my initial order was actually shipped from China, and I suspect this may continue with future orders. This poses a significant issue for me as a dropshipper registered on Aliexpress dropshipping center, where I have fulfilled approximately 70 orders through this store. I am contemplating canceling all pending orders due to these discrepancies. I have attempted to contact the seller without success. Could you please reach out via email to request that all shipments originate from the USA rather than China? If the supplier does not possess a warehouse in the USA as advertised, it may indicate fraudulent practices. I urgently await your response as I have invested around $[redacted] in this store. The store number is [redacted], store link: [redacted]. Thank you.
Reported by GetHuman-moderna on Tuesday, October 12, 2021 5:03 PM
Regarding my order [redacted][redacted], I am extremely disappointed with the seller's actions and feel that I have been deceived. I need to escalate this issue as it is very concerning. The item I received is not functioning properly, and the seller attempted to delay the process of opening a dispute. Initially, the seller sent the item to the wrong address, resulting in its return and then reshipment. This error effectively reduced the time available to open a dispute. Despite my prompt attempts to communicate with the seller and address the issue, they did not respond in a timely manner, ultimately causing the deadline for opening a dispute to pass. I strongly believe that this situation constitutes dishonest behavior on the part of the seller.
Reported by GetHuman6703948 on Wednesday, October 13, 2021 4:34 PM
Hello, I recently had surgery and am having trouble accessing my AliExpress account that is linked to my Apple ID. I set it up with Touch ID and now can't recall the email and password combination used. I mistakenly created two new accounts and now can't find my main account with around thirty purchased items, including a 52v battery pack and a large capacity portable car/phone booster pack. Since I received an order of ice cube silicone molds today, I am eager to resolve this issue. Could you please provide a link to reset the password for my original account? I don't want the new accounts as they don't have my payment information. Your help would be greatly appreciated. Thank you, Mark A. from Norfolk, England
Reported by GetHuman-markaxte on Thursday, October 14, 2021 9:45 AM
Order [redacted][redacted]: I received the Rechargeable Pump on May 10. However, I am disappointed that the product I received is not as described. I was expecting a rechargeable pump that works without being connected to an energy source. Unfortunately, the pump I received does not have batteries included. I bought this product specifically for cycling in open spaces, and the absence of rechargeable capabilities is a significant issue for me. I kindly request a refund, the provision of rechargeable batteries, or the option to return the item for a replacement that aligns with my initial expectations. Your swift attention to this matter would be greatly appreciated. Sincerely, Ofer Galor.
Reported by GetHuman6710121 on Friday, October 15, 2021 12:19 PM
I recently made a $[redacted] purchase on your platform for the first time after seeing some clothes my friend bought. I used my Visa card but encountered issues with the payment processing, even after multiple attempts and no assistance from the automated system. I have been waiting for almost four weeks for my order without any tracking information. I am finding it difficult to navigate the website as it is prompting me to create an account to track my purchase. I would appreciate smoother processes to track orders and receive notifications on shipping. While I hope to continue supporting your company, I am frustrated with the lack of support for refunds and the inconvenience of having to reorder items that I can't find. I am looking for assistance in either getting a refund or ensuring the items are sent to the correct address. Thank you.
Reported by GetHuman-pieandfr on Sunday, October 17, 2021 2:12 PM
Hello, I recently purchased a battery from LiFePO4 Battery Store and was disappointed to find out that it only has a capacity of about 86Ah instead of the advertised 200Ah. I felt this was misleading and reached out to the manufacturer to request a partial refund, which they initially agreed to for the return of the battery but refused to cover the shipping fees. This experience has made me wary of future purchases from this manufacturer as I believe they are being dishonest with their product specifications. I wanted to share my experience to caution others before buying from them. Order ID: [redacted] Store name: LiFePO4 Battery Store Best regards, Andreas H. Translated from original message.
Reported by GetHuman-andihaui on Monday, October 18, 2021 3:34 PM
Aliexpress in Canada currently accepts only credit card and PayPal payments, both requiring immediate payment for orders to be processed. For us, with an annual spending budget of around 100k USD on the platform, it is essential to maintain our established relationships with trusted sellers. These sellers offer us valuable discounts or free shipping, contingent upon us being able to submit orders without immediate payment. This allows for subsequent adjustments to the pricing or shipping costs before final payment is made. In the past, we utilized a workaround by initiating an order with PayPal, canceling the transaction before completion, which would leave the order in an "awaiting payment" status. Unfortunately, with recent changes to the PayPal interface, this method is no longer viable. We hope that Aliexpress can reinstate the option for Canadian customers to place orders without immediate payment, similar to what is available for customers in other countries who can use Wiretransfer. Without this essential feature, we are forced to seek alternative platforms to place orders, potentially resulting in a significant loss of revenue for both parties. We believe this adjustment could lead to missed opportunities and revenue loss for Aliexpress from business customers, such as ourselves, who rely on the flexibility of placing orders without immediate payment.
Reported by GetHuman6721305 on Tuesday, October 19, 2021 12:02 AM
Order Number: [redacted][redacted] Vendor: Baby Wishes Store Following my purchase, the vendor sent me a standard letter requesting further payment through a provided link. The reason given was a supposed increase in shipping costs due to COVID-19. However, the vendor did not adjust the item's price or shipping fees on their AliExpress listing. Subsequently, the individual sent me a falsified tracking number for a product reportedly delivered two days prior to my purchase. The item I paid for was never sent. Additionally, the individual extended the dispute period on AliExpress, admitting to prolonging the process unnecessarily. For further details, I urge you to review my email correspondence with the seller on AliExpress. It is essential for AliExpress to screen and remove such deceitful vendors from their platform, as they tarnish the reputation of the business.
Reported by GetHuman6721724 on Tuesday, October 19, 2021 4:40 AM
Hello, I need assistance with an order I placed on AliExpress. I selected direct shipping, but one seller is asking for extra money for shipping, even though I already paid the correct amount. Despite paying him an additional three dollars as requested, he still hasn't shipped my order and is now asking for payment a third time. After trying to communicate with him, he refuses to ship my order unless I make another payment, which I will not do. I would like to cancel the order with this seller and receive a full refund for the amount I have paid. I am also interested in purchasing a similar product from a different seller, as my order has been stuck in China since October 4, [redacted]. According to AliExpress direct service, orders are supposed to be shipped within 1 to 3 days, but it has been over 15 days due to this specific seller.
Reported by GetHuman-t_alk on Wednesday, October 20, 2021 9:17 AM
I opened a dispute and returned the computer to China. AliExpress stated that the goods were returned and I would receive a full refund. I returned the computer due to technical issues like a malfunctioning USB port and an un-updatable motherboard. The seller received the product after a 4-month delay on the return shipment to China. However, the seller is now disputing the refund. The seller is claiming the computer has a mark on the dashboard's side that was not there previously. I am not responsible for this since I shipped it back promptly. The computer was delayed in Chinese customs for over 15 days, so any damage may have been caused during that time.
Reported by GetHuman-duquefi on Friday, October 22, 2021 6:19 PM
I purchased a dress from a seller, but when I received it, it was too small. I returned the dress to the seller at a cost of $84, with a tracking number. Upon contacting the post office, I learned that the seller had received the dress and sent it back. I provided proof of the return to AliExpress, but they have not issued a refund yet. I just want my money back as I paid $[redacted] for the dress and $84 for the return shipping.
Reported by GetHuman6734270 on Friday, October 22, 2021 7:01 PM
I encountered an issue while attempting to create an account on AliExpress using my Google login. Despite entering the correct password, the system consistently indicated it was wrong. To address this, I attempted to register using various email addresses, yet each time I proceeded, my account was locked due to perceived suspicious activity. Unfortunately, the only verification method offered was via text message, which I did not receive in the United States. I have now made four unsuccessful registration attempts. Can someone assist me with unlocking or activating my account, or provide the verification code via text message? I find it frustrating to encounter these obstacles while attempting to make a purchase on the platform.
Reported by GetHuman-jerryzol on Friday, October 22, 2021 11:09 PM
I recently made a purchase on Aliexpress with a promise of free DHL shipping to New Zealand. Unfortunately, the package didn't arrive as expected, and the seller used a different courier without tracking through Aliexpress. They provided me with an HJYTE---------------YQ number and added their own tracking details in the messages section. Even when using the track17 app, the information provided did not match the reality. Eventually, I was notified that a 90kg package had been delivered and signed for, which was not the case. When I contacted the seller, they advised me to check the local Post Office, which I did to no avail. My tracking number is not valid in New Zealand, and Customs confirms the package never entered the country. I have found other customers facing similar issues with this seller online. It seems clear that this is a fraudulent situation, and the seller may not have intended to send the goods despite receiving payment. I am hoping for Aliexpress to acknowledge this and issue a prompt refund.
Reported by GetHuman-clawren on Saturday, October 23, 2021 11:12 PM
Hello, I made a purchase on your website (AliExpress) on October 2 of an Elsa dress and jelly shoes for my granddaughter. The shoes arrived ahead of schedule, but I have not received any update on the dress from the seller MUABABY. I have attached pictures of the items. Could you please locate the dress or cancel the payment? The seller informed me that the purchase has arrived in my country, but I have not received any further information. I am disappointed that my granddaughter may not receive her birthday gift as expected on the 27th of October. Thank you, Diana G. Order Number: [redacted]
Reported by GetHuman-diana_w on Sunday, October 24, 2021 1:20 PM
I find it amusing how the AliExpress dispute team handled my case. My dispute reason was that customs are holding my package, but the support team closed the dispute citing that the purchase protection is still running out even though the package is still in transit. It's quite comical, AliExpress. Please review my order properly and provide me with a fair resolution. The seller is deceiving me; I paid $25.11 for EMS shipping, but they sent my package via FedEx. Now Customs is requesting an additional $56.25. I have attached screenshots as evidence. I request a full refund of $38.97 for this mishap. Please make sure to examine all my attached files regarding the customs holding my package. Thank you, H.
Reported by GetHuman-bdit on Sunday, October 24, 2021 3:12 PM
I received only one email from the seller with a tracking number. When I tracked it, the item was canceled by the seller. I then ordered the same item from another company, but both items arrived within a day. The first seller sent the item without informing me; there was no email with tracking information, and I had no idea it was being sent. After contacting the seller, they provided a return address, but at my expense. I tried to reach out to customer service multiple times with no results. Now I was informed that I have not returned the item, and the payment was released to the seller. The tracking number needed for confirmation was sent by me, but I disputed the return since the cost to ship it back with tracking equaled the price of the item. I returned the item the day after I received it. I sent it via Canada Post, the cheapest option without tracking, which might take a month. This whole experience has been very stressful. Thank you.
Reported by GetHuman6741560 on Monday, October 25, 2021 2:04 PM
Hello, I am experiencing an issue with my first order on Ali Express. After processing my order and accepting the payment, the order is now showing as "frozen." I have reached out to the seller who advised me that this is a platform issue and directed me to contact Ali Express. My order number is [redacted][redacted]. I kindly request Ali Express to promptly issue a full refund to resolve this matter. Thank you, Ricky S.
Reported by GetHuman6741860 on Monday, October 25, 2021 3:13 PM
Hello AliExpress Support Team, I am EL MOBACHI Adil, a Moroccan student living in Charleville-Mézières, France. I want to express my gratitude for the proposed refund and services provided. Despite this, receiving only 2.42€ out of 6.53€ is disappointing for me as a student with a limited budget. As a first-time customer on your platform, I hoped for a better outcome. I rely on AliExpress due to its affordability, being recommended by friends and colleagues. Regarding the delivery issue, my address was valid, and I expected the package to be sent directly to my address, not to the post office without prior notice. The lack of tracking information left me unaware of the package's location, leading to a 33-day wait, contrary to the quick delivery I anticipated. Though I accepted the partial refund due to my financial constraints as a student, it is unfair to receive only 2.42€, impacting my ability to purchase elsewhere. I am dissatisfied with this resolution. Thank you for your assistance. Best regards.
Reported by GetHuman-aelmoba on Tuesday, October 26, 2021 9:38 AM
Hello, I am currently dealing with a dispute related to order number [redacted][redacted], which has now been escalated for AliExpress to intervene. AliExpress has ruled the dispute invalid, citing that the item's delay is due to being held in customs. However, the delay is not solely because of this issue; the item is now more than twice as late as the 15-day "On-time Delivery guarantee" period. Initially, the seller stated the item would come from France (LAPOSTE) and arrive in 8 days. Instead, the item was shipped from China via China EMS, causing a delay of over a month. The evidence attached to the claim clearly shows that AliExpress promised delivery within 15 days or a refund, as per their On-time Delivery guarantee. The item only entered customs on October 27th, a month after my purchase on September 28th. I have provided additional evidence in the claim to demonstrate that the customs issue is not the primary reason for the delay. Is the On-time Delivery guarantee being falsely advertised? Thank you for your attention and cooperation. Best regards, Nuno
Reported by GetHuman6755793 on Friday, October 29, 2021 9:53 AM

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