AliExpress Customer Service Issues

Regarding Order #[redacted][redacted] I bought a Foreverlilly Skin Iron Microcurrent Massager on 12/16 for $41.95. I found the heat and microcurrent too strong. After attempting to return it, I was told to wait until after the New Year. I took a video while checking the temperature, which ended up scratching the device. When I inquired about the appropriate temperature, they couldn't provide an answer. I eventually had to file a dispute, which led to further complications, requiring another dispute. I offered to return the item but would have to cover the postage costs. Being in the USA, we don't receive "premium shipping cost." I'm at a loss on how to proceed.

The seller requested I cancel the dispute, but has not refunded my money as promised. I purchased a Waterfall Fountain for $51.06. The seller asked to cancel the dispute through PayPal for a refund of $42.55. I completed the steps but haven't received the refund. The order number is #[redacted][redacted]. I need help with the next steps as the dispute is closed. The seller assured me of the refund process. Despite the completed dispute status, I can't open it again to proceed. Customer service indicated they will address the issue on Monday due to the weekend break. Thank you.

I recently received a combined delivery from AliExpress. Unfortunately, two of my orders were missing, and instead, I received two orders addressed to other individuals in France and the USA. This has happened before, indicating a recurring issue. When orders are combined, the original tracking code is replaced, making it difficult to track missing items. I have previously disputed missing orders, but both the sellers and AliExpress claimed they were delivered due to the combined delivery code status. I wish to contact AliExpress directly to address this ongoing problem at their distribution center. I need help returning the incorrect packages and receiving the missing ones or a refund.

I have been attempting to speak with a live agent about my issue for a month, every single day. When I finally connected with someone, I was informed that I would receive a response in one day, but I have not received anything since then. I believe the seller is a scammer based on my experience and other reviews. I have evidence that the item I received is broken and the seller is not responding about the guarantee. I am seeking information on when I will receive my refund and need an alternate email contact if I do not hear back. I have been patient for too long, please assist me promptly.

I have been trying to get in touch with a real agent on AliExpress for a month without success. I managed to speak to someone once, who promised a reply within a day, but I have not heard back since then. I am requesting a refund for an expensive item I purchased but ended up not needing due to delayed delivery by the seller. The seller refused to cancel the order, and AliExpress rejected my refund request. The seller is unresponsive now, and I need assistance to get my money back. My order number is [redacted][redacted].

Initially, I had 6 items in my cart totaling approximately $[redacted] AUD. However, I discovered that only 4 items had been processed, so I contacted the seller. They mentioned I needed 4 backrest covers, which I believed I had already ordered. After sending a photo of the missing items, they clarified that I had only ordered 1 piece instead of 2. Consequently, I placed another order for the missing item valued at around $41 AUD, bringing the total to $[redacted]. I'm physically challenged, so texting is a bit challenging for me. I've been communicating with the seller for almost a week now, trying to resolve this issue. I'm confused because my entire initial order of 6 items, placed at the same time, wasn't processed together. I've expressed my concerns to the seller, and if this isn't rectified soon, I may have to cancel my order. I hope for a resolution soon as this situation is becoming exhausting. Thank you, Julie W.

Dear AliExpress and ALFAVOCE Official Store, I submitted the Ali Express cancellation form three times for my Order# [redacted][redacted] since February 15, [redacted]. Despite multiple requests for cancellation and refund, I received indifferent responses indicating that my order was being processed and shipped. This disregard for my requests led to the shipment of an item I had canceled. After waiting two weeks without any response, the package was returned to the Hungarian office from the Bulgarian Postal Service on February 28. As a customer, I expect my cancellation to be respected, and I kindly ask for a refund of $4.45 for Order# [redacted][redacted]. I value our business relationship and anticipate a prompt resolution. Thank you. Sincerely, Petko Angelov

Subject: Incorrect Item Received - Order ID: [redacted] Dear Sir or Madam, I would like to bring to your attention a dispute I am having with one of your suppliers. On December 24, [redacted], I ordered a car radio from AliExpress with Order ID: [redacted][redacted] and paid [redacted] through PayPal. I promptly received an order confirmation for the radio (6+128GB) that I had ordered and paid for. However, on December 26, [redacted], I was informed by the BigScreen GPS Factory Store that the radio ready for delivery was a different model (4+64GB), which did not match my order. Despite pointing out the error, I received the incorrect item delivered to my doorstep on December 29, [redacted], much earlier than expected. The package clearly displayed the wrong specifications (4+64GB), confirming the error. I immediately contacted BigScreen GPS Factory Store, who offered a partial refund of €57, which I declined as I only want the radio I ordered (6+128GB) as advertised. I was then given the option to return the item to a Chinese address at my own expense, estimated at around €[redacted], although the package was dispatched from Germany according to your shipping details. This situation is unacceptable as the mistake lies with the seller, not the buyer. I am not willing to incur any further costs for the seller's error. The communication took place through AliExpress messaging and, despite ongoing discussions since December 31, [redacted], there has been no progress due to alleged COVID-19 disruptions. I am running out of patience and urge for a satisfactory resolution, either by arranging a return paid for by BigScreen GPS Factory Store or by receiving the promised replacement mainboard promptly. I initially contacted the seller directly but feel my concerns were dismissed. Therefore, I am now seeking resolution through AliExpress in the hopes of reaching a fair outcome. Sincerely, Frank Wagner

Good Afternoon, I am writing to express my disappointment with Vevor and the Vevor Appliance Store on AliExpress. On July 7, [redacted], our company purchased (7) Slush Machines from Vevor, but upon inspection, we found that 4 of the machines had thermostat issues. Despite attempting to resolve this with Vevor's Customer Service, we have not received a satisfactory resolution. We believe that the machines should be replaced under the manufacturer's warranty. Additionally, we have had technicians inspect the machines, but the problems persist. We have provided photos and videos to the Manufacturer, but their proposed solutions do not address the core issue with the machines. We are seeking a prompt resolution to this matter as we are unable to use the machines for our business as intended. We have detailed documentation of our communication with Vevor and are hopeful that this issue can be resolved quickly.

I purchased an item that was faulty, so I returned it to the seller without a tracking number. The vendor confirmed receiving the package but has declined to issue a refund and has stopped communicating with me. The return tracking number would have been expensive, costing $90, which is more than the item's value. Canada's return process is superior to China's as the item reached the vendor in less than two weeks, whereas I had waited over 2 months for the original purchase. Despite having spent thousands of dollars on AliExpress, I am disappointed with their customer service and am considering ceasing business with them unless I receive a refund.

Hello team, I need assistance with a drop ship order issue I experienced. The supplier initially confirmed having the item in stock and provided a temporary tracking number. Later, they confessed they didn't have the item available. They assured a refund upon dispute filing, which hasn't been resolved after weeks. Recently, the supplier suddenly sent the item when it became available, despite agreeing to cancel the order. I had already placed the order elsewhere. Now, they want me to locate and return the item before processing the refund. This situation doesn't seem fair. I believe the supplier should manage the return of the mistakenly sent item. I feel misled and seek guidance on this matter. Thank you for your help.

I placed an order for the "Cat Pink Hologram Girl Sneakers Shoes" in late January. I received a confirmation, which I needed for reimbursement, but I can't find the order in my account now. The confirmation email has also disappeared, but I have screenshots as proof. I either want a refund or the product I ordered, as it's a gift I need by next month. The order was for size 34 and showed $54.80 in the confirmation, but my bank account was charged $55.59. The order was placed on January 26, [redacted], but the payment went through on January 27, [redacted].

I have received ten out of twenty-five units ordered from the AliExpress link provided. However, the received LEDs are the wrong color. I initiated a dispute for the incorrect items, but AliExpress suggested a refund of less than 10% of the total order, requesting a clear video showing all the incorrect items. Before preparing this video, I discovered that only ten units have been delivered so far. I need to change the order status from complete to awaiting delivery to ensure the dispute doesn't close prematurely.

I received a package, but it did not contain the intended item from the seller. They are asking me to return the package at my expense to receive a refund. I am concerned they may not provide a refund since the product was not theirs. The labels show a different address, but the outer bag shows my address. The seller acknowledges a logistical error, leading me to suspect a scam. They claim to have sent the correct item. The combined shipping resulted in me receiving cheaper products, while the seller retains my money, citing an AliExpress dispute that requires returning the package. I have provided several photos, but my questions remain unanswered. The package was valued at approximately $55 from five sellers, but I received shoes worth half that amount.

I bought hair from SUPERLOOK OFFICIAL STORE in December [redacted] for £57.54. The hair quality was poor, so I arranged to return it. Unfortunately, the seller has been unresponsive and even blocked me after I returned the item. I reached out to Aliexpress for help, and they informed me that the package is at the delivery depot awaiting the seller's action. Despite providing proof of postage and tracking information multiple times, I have not received any updates. Aliexpress asked about instructions to return the item, which were from the seller, but I have not heard back after providing evidence. I requested contact information for their head office, but it has been a week with no response. I feel deceived by Aliexpress and the seller and fear I may never get my money back.

Sorry, I can only explain in German. I received order [redacted][redacted] yesterday with 2 size holes, and on some seams, it keeps coming apart. Very poor quality and workmanship. AliExpress listed a problem with the order stating that the zipper was broken, which is true, but there are also holes in the dress, as noted in AliExpress' records. The dress has holes, the zipper is broken, and the seam keeps opening up more as soon as the dress is moved. I have provided AliExpress with detailed pictures showing clearly the holes in the dress. My fingernail fits through one of the holes, as seen in the picture. I want my refund immediately because I do not buy damaged clothes, and the seller should be responsible for the return, not me. I want my money back right away; I should not have to wait another month. I already paid an extra 22 euros for faster shipping because the seller could not guarantee that the dress would arrive on time. AliExpress is not aware of me paying extra for faster shipping because I noticed the shipping method stated as standard. This seller is dishonest and a money grabber. I want my full refund immediately, [redacted] euros.

Dear Get Human, I received a refund to my PayPal account which I'm not satisfied with. I would like a full refund of my money. I've tried to communicate this through the chat with AliExpress, but when I enter my order number, they can't seem to find the order anymore, possibly because it's completed. I accidentally clicked on a partial refund and now I don't know how to proceed. I want to inform AliExpress that I'm not happy with this situation. I paid over [redacted] Euros and losing 42 Euros is a significant amount for me. Can I reopen the case? The order number is [redacted][redacted]. When I visit the AliExpress website, I only see a button for tracking the shipment. I'm unsure what steps to take. Please help me, as I'm not satisfied with a partial refund.

Hello, I am reaching out regarding an order placed on February 17, [redacted], at 04:49:25. The payment has been debited from my account, but I am unable to locate or track the order until now. Details used for the order are as follows: Name: Ayanwale Anthony Address: 1 OmU Street, Off Layi-Oyekanmi Street, Mushin, Lagos, Nigeria Bank: FCMBank Amount: #8,[redacted].25 I kindly request your assistance in refunding the deducted amount back to my account, as I have re-ordered additional items (including items without tracking numbers) using a different card today. Please note that the new purchase was made on March 4 and 5, [redacted], with no tracking number provided yet. I have combined the recent order with the one from the 5th, assuming the order would proceed without a tracking number. You can reach me via email at ayanwale.anthony[at]yahoo.com I appreciate your prompt attention to this matter. Thank you.

From [redacted] 18, Cotysmore Road, Sutton Coldfield, West Midlands, B75 6BJ U.K. Dear AliExpress, I'm writing to address an issue with the purchase of a SATA adaptor (Order Number #[redacted][redacted]) from Evan Digital phone Store back in April [redacted]. Upon receiving the item promptly, I was disappointed to find that it was not functioning correctly, as it would not access the computer despite the red light coming on. Despite my efforts to reach out to Evan Digital for either a replacement or refund, I have been faced with unhelpful responses. I have been informed by Evan Digital on how to contact you directly for assistance, as in England we have a 12-month guarantee on purchases. I have attached communication with Evan Digital for your reference. I appreciate your attention to this matter. Sincerely, Roger Davies

Hello, some time ago, I encountered an issue when trying to update my credit cards. I provided the necessary proof and the matter was resolved. Unfortunately, I have had two cards ending in [redacted] and [redacted] canceled due to security reasons. I have removed them and now wish to cancel another card on file and add a new one, including a potential card already in the system. I am unable to find an option to perform this action on my account. I am willing to provide any information needed. The previous card ending in [redacted] was replaced due to fraud. The registered card is linked to a bank account I no longer want to use for online purchases. I kindly request your assistance in resolving this matter so I can resume adding my preferred cards and making purchases on AliExpress. Thank you, Tracey D. M. 91 Pinecrest Drive Fairway Bay Gulf Harbour Auckland [redacted] New Zealand