AliExpress Customer Service Issues

I bought a mobile phone on AliExpress only to find out it's a fake. I discovered this after running tests 16 days later, a day past the time AliExpress allows for objections. Many others, including customers from the US and EU, have been scammed too, totaling over $50,[redacted]. I'm in NZ. Although AliExpress has a reporting method through the Anti-counterfeiting Alliance, the page is currently not working. I have prepared a detailed report and test results to seek a refund and take action against the seller and manufacturer.

I would appreciate if you could review the dispute in my favor. I canceled the order well before the seller claimed to have sent it, as the shipment was delayed. Since I am currently out of the country and communicated this with the seller before the item was dispatched, reviewing our chat history will confirm this. Unfortunately, this situation has resulted in a significant loss of money for me. I kindly request assistance from Aliexpress customer support as the seller appears to have engaged in deceptive practices. It is worth noting that even if I were to receive the item, it is no longer needed because of its high cost; I opted for expedited shipping just to receive it before my departure, while other sellers offer the same item at a much lower price. Given these circumstances, I urge you to look into this matter promptly. Thank you.

I initiated a dispute and reached an agreement with ALIEXPRESS to return the item to the provided address for a refund. I dispatched the package on 1/23/22 following their instructions. However, on 3/2/22, the package was returned to me citing an invalid address. I later discovered that ALIEXPRESS does not have an agreement with the Israeli post for returns to Israel, and items must be sent back to the seller in China instead.

I discussed this with the seller beforehand and was instructed to open a dispute. Out of the items received, only two were okay, while the other 12 were defective. I have attached a table for reference. I find it unreasonable to keep a set of products in this condition and would like a full refund. Best regards. Dear Seller, I am hesitant to return the item at my own expense as the shipping cost from Japan to China is approximately $40 for the quantity I have. AliExpress seems to suggest that customers should incur additional costs to receive a refund. I have yet to hear back from AliExpress. Please provide your input on the best course of action for this matter. It would also be helpful if you could reach out to AliExpress. Best regards. I received a defective product and followed the seller's instructions to open a dispute on AliExpress. Despite selecting a refund without returning the item, the system automatically changed my choice to return the product. This poses a challenge as returning the item to China from Japan costs more than the item itself. The customer service response has not been helpful, and the refund process has been frustrating. I demand a fair resolution that does not require me to bear additional expenses. There is a need for a reliable channel for handling complaints effectively, addressing the issue of two-choice disputes on AliExpress, and ensuring sellers are responsible for return shipping costs if they are at fault. Fair decisions should be made by AliExpress rather than favoring sellers. Please expedite the refund process as I am dissatisfied with the current situation.

On December 8, I returned a dinosaur toy that cost $25.99 and requested a refund. The dispute ruled in my favor, but the owner of ICOOLA STORE says he hasn't received the money and claims that AliExpress kept it. He mentioned that AliExpress deducted it from their funds and advised me to check with them directly. I believe that if you return an item, the refund should be processed promptly. I hope this issue can be resolved soon. If not, I will escalate it further. My name is Rosario Herbas, and you can reach me at [redacted]27 or via email at [redacted] I look forward to hearing from you in Spanish.

Dear Customer Support Team, I have been a loyal customer on AliExpress since [redacted], and this recent issue is unprecedented. I would appreciate your help in resolving it. I placed two orders with the 19 Global Digital Store: Order ID: [redacted][redacted] Order ID: [redacted][redacted] Although the package arrived on time, the product received was a poor quality imitation instead of the genuine JBL product advertised. Not only did it not match the description, but it also broke upon initial use. I promptly contacted the seller with documented messages containing photos of the item and a detailed explanation of the problem. Unfortunately, the seller delayed responding until the Open Dispute option expired. I then reached out to AliExpress Customer Service via the provided link, but it has been over a week without a response. I kindly request a thorough review of my complaint and a suitable resolution. Thank you for your attention. Best regards, KK

Dear AliExpress Team, I am writing to address an issue with a recent purchase I made using my credit card on January 17, [redacted], through your platform. The item in question is a 10,[redacted] W pure sine wave inverter that I ordered from the Sempoled Store. Despite my payment being debited on January 20 for €[redacted].75, I have not received any confirmation, an order number, or found my purchase in my list of orders. It seems there might have been an error, potentially due to a computer glitch. This situation has left me feeling disappointed as a loyal AliExpress customer, as I have never encountered such an issue before on your site. If Sempoled Store does not address this matter promptly, I kindly request a refund of €[redacted].75 so I can consider making a purchase from another reputable seller on your platform. Thank you for your attention to this matter. Sincerely, J-C Luccioni

Please review the dispute and inform me about it. I have encountered issues with a seller on AliExpress. I canceled my order well before it was supposedly sent, as the seller deliberately delayed shipping, knowing I had already departed the country. Despite my attempts, I was unable to open a dispute and now face a financial loss. The high cost of the item was solely for expedited delivery before my departure, while other sellers offer it at a much lower price. I urge AliExpress Customer Support to examine the seller's history of deceptive practices. My dispute was resolved unfavorably without my input, indicating the order is closed, though I did not confirm it due to being abroad. I seek your assistance in revisiting this matter promptly. Order Number: [redacted][redacted]

Good morning, I received order number [redacted][redacted] within the specified timeframe, but it is missing the assembly instructions necessary for proper setup. Additionally, it arrived with a missing connection cable, which is essential for me to test if it works. The seller suggested opening a dispute, offered a refund, and requested a five-star rating in return. However, after some time, I have not received the refund as promised. Each time I contact the seller, they provide different excuses, further delaying any resolution. I am requesting either a €10 refund to purchase the cable locally or the missing cable itself. In both scenarios, I require the assembly instructions. Unfortunately, I have yet to receive any resolution to this issue. All the details mentioned can be verified in my communication with the seller through your platform. I hope to receive a positive response soon, as I feel deceived by the seller. Regards

The tracking number indicates the item is awaiting a label. I do not believe this is correct. I demand either the items I bought or a refund. It is unfair that after buying so much from you, I do not receive my orders. I prefer not to combine shipping because items often go missing. Please resolve this promptly. I either want my purchased items or a refund. Please consider how much I have spent with your company. I have lost over $[redacted] in the past six months alone. I need your assistance with these missing items. If this issue isn't addressed, I will close my account. I cannot continue losing money like this. Please rectify this situation promptly. I have been a loyal customer, and I expect better treatment. Verify my record, and handle this matter appropriately. This is not an invalid claim, so please address it.

Guten Morgen! Ich möchte gerne den Massage Hummer und ein Alexa bestellen. Ich habe neue EC Karten, aber beim Eingeben der Kartennummer stimmt es immer nicht. Es wird nach drei Ziffern gefragt, doch ich weiß nicht welche. Leider komme ich mit meiner Bestellung nicht voran, da immer irgendetwas falsch ist. Eine Telefonnummer sehe ich nicht auf der Seite, deshalb kann ich nicht anrufen. Ich hoffe, meine Nachricht wird gelesen und freue mich auf eine Antwort. Vielen Dank!

Hello. I recently purchased a phone from a seller on AliExpress. After one day of use, the phone began unlocking itself and opening random apps every few minutes. Despite multiple reboots and software updates, the issue persisted. The seller ignored my messages, so I initiated a dispute. Shortly after, the phone stopped working altogether. I contacted AliExpress, who promised to assist in getting a return label for the faulty phone. However, no progress has been made, and I am struggling to reach AliExpress for further assistance. It has been nearly three months since I initially reported the problem. My order and dispute number is [redacted]. I appreciate any help you can provide. Thank you.

Upon receiving my order of a bag, I noticed it was stained and frayed. I contacted the seller, sent photos and initiated a dispute. I promptly returned the bag with a tracking number. Now, AliExpress informed me that the seller's country's customs returned the package, putting the responsibility on the seller to clarify within 14 calendar days. However, the seller claims not to have received the returned item. I fear losing money for the bag and return shipping costs, which the seller agreed to cover. This situation feels like deceptive business practices that need to be addressed.

I purchased a bag that arrived stained and frayed. The item is the Hello Kitty Shoulder Bag Cute Sanrio Fashionable My MeLody Wallet Coin Purse for $64, under order [redacted][redacted]. After contacting the seller and submitting photos of the issues, we agreed that I would return the bag for a refund at their expense. I promptly sent back the bag and shared the tracking number with the seller. I received an email from Aliexpress stating that the seller's country customs returned the package and advised me to negotiate with the seller. Despite my efforts, the seller claims not to have received the returned goods and the situation remains unresolved. I am simply seeking the agreed-upon refund for the bag and reimbursement for the shipping costs.

I am writing to express my extreme disappointment with the service I received from AliExpress regarding my order. I have been waiting for 70 days, far beyond the 40-43 days that were advertised by the seller. Despite opening a dispute, I was only refunded half of the amount I paid, which is unacceptable. I demand a full refund of USD 90.37 for an order that I never received. This experience has left me feeling frustrated and questioning the legitimacy of AliExpress as a platform. I urge you to address this issue promptly and refund me the full amount without any further delay. My order ID is [redacted][redacted] and the tracking number is LP[redacted][redacted]. I expect a quick resolution to this matter.

Dear Aliexpress Customer Service, I have been a loyal customer for some time and have generally had positive experiences with your suppliers. However, I am currently facing an issue with an order I placed on January 15th, [redacted] for two EBikes from supplier "Default Name" with order number [redacted][redacted], paid for using KLARNA. The delivery service claims to have delivered the goods to my mailbox on January 26, [redacted], but I have not received them. Despite reaching out to the supplier through the message center with my concerns, I have only received vague responses like "So sorry friend, we will check and will reply you soon." I suspect the supplier is not fulfilling their obligation, and I am concerned about the delivery process as two eBikes cannot fit in a mailbox. The EBikes are supposed to come from France with tracking number LAPOSTE 6A[redacted]1. I have asked the supplier for the German tracking number in case the delivery was through DPD, but have not received a satisfactory response. As of today, February 1, [redacted], I have not heard back with a resolution. I expect the supplier to fulfill their contract and deliver the EBikes promptly. Thank you for your assistance. Best regards, Andreas S.

I purchased a child projector set from Childhood Garden Store. I am upset, extremely upset. I have a disability that makes it hard for me to go to stores. After ordering the set, I received a message saying it would be delayed. However, when I finally received my order today, the projector, pens, and paper were missing from the set. The store only included the disks, which are useless without the projector. I specifically chose the bright pink projector, which was not included. Her birthday is on 2/14. I am furious.

I placed an order (Order ID: [redacted][redacted]) for a package a year ago and have not yet received it. Despite being patient and waiting as instructed by the store, we eventually requested a refund. The store continued to ask us to wait for an extended period, providing little information and offering vague explanations. After a year of waiting with no resolution, we reached out again. The store now claims it's too late to assist and suggested contacting the platform for help. We are seeking either a refund or expedited delivery of our package. Please assist us in resolving this matter promptly.

Subject: Complaint Regarding Seller - Store Order ID: [redacted][redacted] Dear Sir or Madam, I am writing to address an issue I am facing with a seller named ELEB VEDIA. I purchased a one-year access on December 1st, [redacted], which is now invalid. Despite my attempts to reach out, the seller has not responded to my messages. I have attached our communication as a PDF for your reference. I believe buyer protection should remain active since the seller is not fulfilling their end of the agreement. I paid in advance for a year of Netflix access, but it expired after only 6 weeks. I request a refund and urge you to investigate this matter with the seller through your platform. It is important to alert other potential buyers about this untrustworthy and deceitful seller. I await your prompt response on this issue. Warm regards.

I used a return label provided by AliExpress to send back an order via Royal Mail but encountered issues with the tracking number DA[redacted]44GB. The return was marked as 'Delivered' to the specified address on the label, but AliExpress claims they did not receive the items. Despite providing proof of postage and tracking information, the seller closed my dispute, and I am unable to escalate the issue further on the AliExpress website. I have been unsuccessful in contacting customer service through the seller's site and need assistance resolving this matter.