AliExpress Customer Service Issues

I spoke with an online customer service representative regarding a product that does not perform as advertised. They initiated a claim for compensation and assured me of a refund. They mentioned sending me an email with the outcome. However, a few days later, I received a message through their app stating that my claim could not be substantiated without further explanation. Now, I am left uncertain about the status of my refund. Contacting their customer service has been extremely challenging.

I have completed over 20 purchases and am yet to receive any order confirmations. Initially, I made these purchases as a guest. Subsequently, upon registering, I finally received order confirmations for only 4 items I had bought after registering. I am seeking assistance in locating the 20 orders I made and paid for using my debit card, as I did not obtain any confirmation for these transactions. The purchases were made on 23/10/[redacted]. I can only provide my bank transactions as evidence of these purchases. Your help in resolving this matter would be greatly appreciated. MKS 44 Adair Tower Appleford Road London W10 5EB

Hello, I am Marie Drechsel. I encountered an issue with a bridal crown I ordered. The item arrived in Germany, but Hermes returned it to the seller instead of delivering it to me. I opened a dispute on October 25th and was deceived by the seller, who advised me to open another dispute to process an immediate refund. However, he claimed he couldn't locate the refund button. After waiting for 3 to 5 days, I inquired about my refund today. The seller then requested I cancel the dispute for the refund to be issued, which I view as blackmail. This dishonest seller has caused me distress as my wedding is approaching, and I am left without the crown I purchased or a refund of 17 euros. I feel let down and helpless in this situation. Your assistance would be greatly appreciated in resolving this matter with the seller named Star Headwear Store using order number [redacted][redacted]. Thank you for your help. Best regards, Marie

I made a purchase for a surveillance camera with order number [redacted][redacted]. The seller assured delivery from their cz warehouse within 7 days. After reaching out due to the delay, I was informed that the SD card was unavailable in the cz warehouse, and they would send it separately. Upon receipt, I noticed the absence of the warning sticker, charging cable, and a short screw for the solar panel. Additionally, the SD card is still pending delivery, set to come from China within 40 days, surpassing the 12-day protection period. I am concerned about the missing items and the extended delivery time.

I am experiencing issues when using coupons from the game in the "Frohes Tippen" app. Each time I attempt to make a purchase with a coupon, the order is closed right after payment. I have reached out to Aliexpress multiple times regarding the closed orders, but the service center cases indicate that emails were sent for instruction, of which I have not received any. Today, I tried to place an order using a "Frohes Tippen" coupon through the app, and once again, the order was closed. I have attempted payment through Paypal and "Sofort Banküberweisung". The orders are being closed citing "security reasons", but I assure you that I have only one account and have not engaged in any prohibited activities. I am eager to use the coupons I have earned through playing and hope for a resolution to this issue.

Dear Sirs, I kindly request an update on my order and payment status. Thank you, Yours faithfully, Shipping Information: Initials: H.P., +[redacted]8 Tomaziceva 7 Miklavz, Miklavz na Dravskem polju, Slovenia, [redacted] Payment Method: ●●●● [redacted] Order Review: Seller: Ciin Store Product: FHD 1080P SCART To HDMI-compatible Audio Video Upscale Converter Color: Scart to HD Price: €4.16 Shipping: €2.35 via AliExpress Saver Shipping Estimated delivery on Dec 16 Subtotal: €4.16 Shipping: €2.35 Total: €6.51 Order Summary: Total: €6.51 VAT included in your Order Thank you, [redacted]

Someone made unauthorized charges on my grandmother's card, and the bank alerted us about the fraud. The transaction was from Moldova, Chișinău, which is not us. The bank claims the merchant needs to issue a refund, but we have evidence showing it was clearly a scam from overseas. We are out $71.70, which is a significant amount to lose. We do not have an AliExpress account. The order ID is [redacted][redacted]. It's frustrating dealing with this situation as it is evident that fraudulent activities are happening. I am seeking resolution for my elderly grandmother, who has been taken advantage of. Thank you, Marc K.

I filed a dispute regarding an SSD that was advertised as having 2TB of memory but only had 16GB. Aliexpress has agreed to a refund but requires me to return the item within 9 days at the seller's expense. I have already shipped the SSD with tracking number RC[redacted]64IT. I informed the seller of this and requested reimbursement for the €10.55 shipping fee via PayPal at "[redacted]" Unfortunately, the supplier responded that they cannot cover the shipping costs, claiming it is a significant loss considering it is almost half of what I paid for the SSD. The order number is [redacted][redacted].

Four months ago, I purchased a chair from the seller "Pink Love Factory Store" for $[redacted].87 USD. After waiting for about 2 months, the chair finally arrived, but I discovered that the reclining piece was broken, causing discomfort and back pain when I used it. I contacted the seller about the issue, and they agreed to send a replacement piece. However, despite my repeated inquiries, the seller kept delaying the shipment, and now they claim the package is lost. I have been waiting for a resolution for over 4 months and still do not have a functioning chair. I requested a refund due to this prolonged inconvenience and the defective product, but the seller has refused. My order number is [redacted][redacted].

I was expecting to receive a pair of shoes from AliExpress today, but I only received an empty customs declaration envelope. I have tried contacting the seller, but haven't heard back. The tracking order page shows 'Item delivered,' even though I haven't received anything. When I click on the picture of the item in my order list, it says 'Sorry, the page you requested cannot be found.' It seems like there might be a scam involved in this transaction, so I am requesting a refund. Product: Autumn New PU Leather Stitching Men Lace Up Fashion Oxford Shoes Business Dress Shoes Wedding Shoes Dress Shoes Hot Sales AQ193 Order number: [redacted] Tracking number: RB[redacted]47SG Shop name: BYXIEZI [redacted] Store

Dear Sirs and Madams, I wanted to inform you that the order I placed on 21.08.[redacted] with you (Order Number: [redacted][redacted]) has not arrived yet. I am raising this concern now as I have had past experiences ordering from China where deliveries can take several months. Recently, I received an email indicating that my goods arrived in Germany with "DHL" on 31.08.[redacted]. However, when I called "DHL," they mentioned that the expected goods from me have not arrived with them yet. You can check the email I mentioned under "DHL eCommerce Tracking" using the tracking number: RS[redacted]00DE. I would appreciate hearing some positive news from you. Thank you for your efforts. Best regards from Germany to China, Helmut Meyer

On November 2 and 5, I purchased three items from AliExpress. After verifying the order on the "MY ORDERS" tab and seeing everything was correct, I returned the following day to review my purchases. Strangely, all three items had vanished from the list, while my other past orders remained. The suppliers did not confirm payment receipt via email, the orders were not visible on their site, and I could not reach AliExpress without an order number. Despite this, my credit card was charged for the full amounts. This experience reflects poorly on such a large mail-order company.

Hello, I placed an order with the order number [redacted][redacted] on November 5th. Recently, I noticed the payment was deducted from my account, so it seems the order was successful. I reached out to the seller regarding canceling a duplicate order placed today. Unfortunately, they have not responded yet. At the moment, the order from November 5th is still pending payment verification despite the deduction from my account. I would like assistance in canceling the second order and ensuring the first order is processed correctly. It's been two days since payment, and I am awaiting confirmation. Due to the recent payment, I am unable to cancel the order on the website within 24 hours. Thank you for your help with this matter.

As a loyal customer of AliExpress, I've noticed it can be challenging to accurately assess the quality of items for sale. Currently, I'm considering purchasing a woodworking clamps set for $20.05. The photo displays a set of four pieces, but based on past experiences, I understand this may not guarantee receiving more than one piece. I'm seeking clarity on the actual quantity included in the set. Thank you, Yoram.

I attempted to order multiple products from my shopping cart totaling $[redacted]. When I tried to confirm the order, my card was declined despite having sufficient funds. Currently, all my orders are marked as "unpaid." Upon verifying with my card company, they confirmed the amount of $[redacted] was charged. I am concerned about the missing funds and the status of my orders. I hope to receive assurance that the payment was processed and that my orders will be shipped as expected.

Order-ID: [redacted] [redacted] [redacted] [redacted] [redacted] 3 Product: Rucksack I opened a dispute on AliExpress due to incorrect measurements stated for the backpack I purchased. The seller agreed to the return and refund of all costs, but did not provide all the necessary return information like the customs tariff number. After contacting the seller, they directed me to a post office to gather the missing details, which is difficult for me as a wheelchair user. I did not receive the required information within the dispute timeframe, leading to the case being closed. I am disappointed. I expect the following: 1. Prepayment for the return shipping 2. All necessary details provided, including the customs tariff number 3. A clearly structured and easy-to-follow address 4. Prompt resolution by 15.11.[redacted], or I will involve my lawyer. Best regards, Joshua K.

Hello, I purchased three items from AliExpress, but I have not received any of the packages yet. The order numbers are as follows: 1. [redacted][redacted] 2. [redacted][redacted] 3. [redacted][redacted] I reached out to Pakistan Post and was informed that Malaysia Post has not sent two of the parcels (order number 2 and order number 3) to them. The sellers mentioned that my orders are lost, so I initiated a dispute for a refund. I prefer not to return the items as I have not received them. One package (order number 1) has made it to Pakistan, but Pakistan Post has not received it and it is not in their system. The seller has been unhelpful and provided non-working phone numbers of SUNYOU logistics. This situation has made me anxious about losing my money, leading to the dispute. I am concerned about receiving my orders. The sellers are advising me to close the dispute, but I cannot find the button to do so. I am worried that if I close the dispute, I may not receive my orders. I seek assistance and request a solution to this problem. Thank you.

I purchased a faulty head unit from Mainav Store. Despite informing Ali and requesting an email to send videos as proof of the unit not working, I lost my appeal as I couldn't send the videos via the app. Since then, I have been in contact with Mainav about further faults with the unit. I have been trying to get them to resolve the issues since 02/11/21, with no answers. I am now left with a head unit that is not as described and not functioning correctly. All conversations are on the app, but the videos were sent directly via email they provided. I believe nine days is a reasonable amount of time to resolve the problem.

Hello, I am concerned about a recent transaction I made without any guarantee. Unfortunately, there are many sellers on this platform who seem to prioritize making money internationally over providing loyal service. I placed an order at HONGHAO1988 Store at 10:19 on Nov. 6, [redacted] (Order ID: [redacted][redacted]). I would appreciate it if you could investigate this matter and potentially help me secure a full refund for the deducted amount. I hope to receive a tracking number and a proper guarantee for my purchase, ensuring a more secure buying experience. Thank you and have a great day.

I have initiated a dispute regarding an order. Despite printing and taking the return label to the post office, they refused it due to incorrect information on the label specifying a weight of 16 ounces. The seller claims the label was automatically generated by AliExpress. An agent whom I spoke with assured me that customer service would assist with a correct label and full refund even after the dispute ended. However, when trying to provide parcel details, the customer service email inbox was full, leading to a halt in resolving my issue. Despite speaking to three other customer service representatives who promised a solution and refund, I later received emails stating they could not assist as the dispute had closed. I feel helpless as I have not received help from the seller or customer service, resulting in a loss of funds. I have screenshots to support all my claims.