AliExpress Customer Service Issues

I made a purchase from China for delivery to the UK earlier this month. The item arrived, but I no longer need it due to a breakup with my partner (it was a gift for his birthday). I opened a dispute with the seller, Coika Official Store, as their page advertises "15 day free returns & refunds." They are claiming AliExpress does not offer free returns in the UK, but I know this is false based on information on the AliExpress help page. I am unsure what to do next as I need to return the parcel and receive a refund, but sending it back to China from the UK without free return will be expensive. Any assistance would be appreciated.

Having trouble logging in due to the short time frame given to enter the authentication code. The code often arrives late, causing it to be expired upon receipt. Requesting a new code can lead to being blocked, even if it's the first time. If by chance a new code is received, there's a challenge to enter it within 60 seconds. Copying and pasting from email sometimes results in an incorrect code message and being blocked again. Waiting periods suggested are ineffective as the system still considers code requests frequent. Being locked out for two months due to this issue and inability to reach customer service except when logged in is frustrating. Managed to regain access by resetting the password and dealing with the verification code. However, the cycle continues, prompting the need for customer service. Requesting either an extended time limit for code input or the option to opt out of two-factor authentication is necessary. The current system's delays in sending codes and repeated logins hinder the user experience.

Hello, Around a week ago, I received a notification that my package was sent to the PostNL location for pickup since no one was home during the delivery attempt. However, the tracking information indicated that I would receive a notification to pick it up, but I never did. Upon checking today, it now shows that the package was not collected and will be returned to the sender. I was planning to go and inquire about the situation on the same day I saw this update. The package contained several items, so this has left me confused about what has been shipped and what hasn't. I am unsure about the next steps regarding my shipment with tracking code LS[redacted]55NL. Will I receive an email once the sender receives the package back? Is there a possibility for the package to be resent? Any guidance on how to proceed would be greatly appreciated. Thank you, M. Dilven

Hello, Please find an employee who is fluent in German. I had ordered the following item from you: Smart Watch Men Sports Fitness Tracker Blood Pressure Heart Rate Monitor Y68F for 48.08! The purpose of use with Klarna is: [redacted][redacted]. The shop's order reference is [redacted][redacted]. I have never placed an order with you. Please provide me with your documents proving a.) that I placed an order and b.) show me proof that the item was dispatched and we received it! I expect a prompt resolution! Regards, Volker Lüdecke I would never order from a company from a country where one person made 1.4 billion people into zombies, where all criticism is banned, and where the death penalty is pronounced and carried out without the perpetrators having a fair chance!

Unfortunately, it appears that AliExpress continues to show a lack of interest in addressing the issues with my orders, both the current one and the previous one. Despite reaching out four times seeking assistance and refunds for their errors, they have shown little concern. This situation has led me to blacklist AliExpress moving forward. After going through a series of personal tragedies, including the recent losses of my husband Joe to Oesophageal cancer and my father six days later, followed by my own battle with COVID, I find it disheartening that AliExpress has not been supportive during this challenging time. As a result, I am considering utilizing my inheritance to take legal action against them or raise awareness about their lack of customer care. A. K. Smith

I purchased a coat from Liubowen [redacted] Store. The advertisement only displayed a red coat, but claimed it was available in other colors. I selected Navy Blue and received the red coat instead. Despite my request for the correct color, they insisted the red coat matched the advertisement. I feel they should have sent the coat in the color I ordered, regardless of the ad. Liubowen [redacted] Store is unwilling to cover the return shipping costs, stating I must pay to receive a refund. According to the Consumer Act [redacted], they are responsible for return expenses. I seek a refund of $39.47 as I received the wrong item, contrary to my order for a Navy Blue coat.

I received my order, but unfortunately, it was not complete. I contacted the seller regarding the missing item, and they suggested dropping the dispute for a refund. Following their advice, I dropped the dispute, but the seller is now insisting on receiving the missing item back before issuing a refund. Despite my attempts to communicate with them, the seller has not responded to my messages. Without resolution, I am considering closing my account permanently. UPDATE: As of 6/1/[redacted], I have still not received the refund. Out of the four items I ordered, one went missing in shipping, and two arrived broken due to the seller's negligence. The seller requested the return of the broken items, and the post office confirms they have received them, yet the seller refuses to provide a refund. Their proposed resolution of refunding $0.00 is unacceptable. Additionally, the seller acknowledged that they shipped fragile items in a bag without any padding because of weight miscalculations.

I have been unable to access my AliExpress account because I forgot my password. Despite following the suggestions of AliExpress agents for weeks, I keep encountering an error message prompting me for a password I cannot recall. The automated system's instructions on changing the password have not proven successful. After reaching out to an unlisted contact provided by the agents, I have received no response even though weeks have passed. One email requested details about my last purchase, visa card number, and payment amount, but I faced another error message when I couldn't provide the forgotten password. I believe the best resolution to this issue would be for AliExpress to delete my account "[redacted]" so I can create a new account with a new password.

I am facing difficulties regarding a recent order ([redacted][redacted]) on AliExpress. The dispute resolution ruled in my favor, stating that the seller should cover the return shipment cost. Despite multiple attempts to contact the seller, there has been no response. AliExpress mentioned reaching out to the seller two days ago (on 25 March [redacted]), but there has been no progress. The pending dispute resolution deadline is in 19 hours. Unfortunately, due to lockdown restrictions in China, I am unable to return the item since courier companies cannot provide quotations. I am worried about not receiving a refund, especially with the lack of seller communication and the approaching deadline. Key issues: - Imminent dispute resolution deadline (19 hours remaining) - Lack of response from the seller - Seller is responsible for return shipment costs as per AliExpress decision - Inability to coordinate return logistics with the unresponsive seller - Challenges in finding an alternative solution due to current courier limitations to China during the lockdown I seek assistance in resolving this matter before the deadline.

Hello, I placed an order for a product nearly a year ago. Unfortunately, the package got held up at customs, requiring me to supply documentation for a proper license. However, the documents provided by the seller did not match, prompting me to reach out to the production company for the correct papers. By the time I received the original documentation, the package had already been sent back to the sender. I've been requesting the seller to resend the product since then, and I am willing to cover the return shipping costs. Despite my efforts, the seller has not responded, leaving me without the product, the refund, or any updates. The relevant details are as follows: Tracking Number: EX[redacted]61SG Order Number: [redacted][redacted] Order Date: Jun 05, [redacted] Product: TMEZON Wireless Video Door Phone Doorbell Intercom System, 10 Inch Wifi Monitor with 1x720P Wired Outdoor Camera For 1-Family Thank you, Vladi D.

I am having trouble returning the product, order number [redacted][redacted], as it arrived totally broken. The shipping cost from my country is $25, which is more than ten times the price of the item. I am unable to return it unless the seller covers the return shipping expenses, as their improper packaging is the reason for the damage. The seller is misleading me by requesting to close the dispute before refunding me, which is evident in our conversation. I seek assistance in resolving this matter.

Please, could you advise me on how to track my orders? My old account on AliExpress, through which I placed 23 jewelry items, seems to have vanished. I've attempted to log in using my usual email address, but it keeps creating a new account. Although I no longer possess the order numbers, I do recall that some items were scheduled for delivery on April 16, [redacted], and the rest on May 26, [redacted]. Given the funds taken from my bank account for these purchases and the fact that they are from various sellers, I am unsure how to proceed with tracking the jewelry. Your help in resolving this matter would be greatly appreciated. Thank you in advance for your prompt response and assistance.

Hello, I'm seeking assistance with my AliExpress account. I registered six weeks ago and today, upon attempting to log in with my accurate credentials, I was notified of suspicious activity on my account. The verification process required me to input my mobile number for a code to be sent, but I have not received any code yet and there seems to be no alternative verification method available. I tried reaching out to the help desk through live chat, but upon logging in again, I encountered the same message about suspicious activity, leading me back to the verification step. I am feeling quite frustrated by this situation and would appreciate guidance on how to reconnect with someone about reactivating my account. Thank you for your assistance. S.

Hello. I made a purchase of $[redacted] on AliExpress from Sedittyhair. According to the tracking information, it was delivered on March 21. However, I have not received the package despite being home and receiving deliveries from other stores. I am disappointed as I put in a lot of effort to earn the money for this purchase. The seller is refusing to provide a refund or send the hair. Your assistance in resolving this issue would be greatly appreciated.

Order - [redacted][redacted] Hello, I received a defective item and was granted a refund pending the free return of the item with a prepaid return label, but unfortunately, there are no drop-off points in my town. I have reached out to customer support twice. The first time was on March 16th, where the agent arranged a pick-up at my address, but no one arrived or contacted me. Following this, on March 22nd, I contacted customer support again, and the agent mentioned they would expedite the process, but no progress was made. Subsequently, on March 28th, I contacted the carrier company directly, and they informed me that they do not offer pick-up return services, advising me to contact the seller or platform for an alternative return courier. Could you please assist me in finding a solution to facilitate the return process so I can receive my refund? Thank you in advance, R.R.

Hello, I am experiencing an issue with my order number [redacted][redacted] from AliExpress, which cost approximately [redacted] €. The order was placed on February 7th, and I received the product on March 8th. Unfortunately, the item I received was of very poor quality, with issues such as bad sewing and broken leather. I have contacted the seller, who agreed to accept the return. Despite opening and closing the dispute three times due to platform issues, I was informed by AliExpress via email that the seller would refund the money and cover the return shipping cost. However, the seller is now refusing to pay for the return shipping, and I am unable to open another dispute due to time limitations. I am disappointed with the lack of customer service and communication issues. I have all necessary documentation and evidence to support my case. Please assist me via email as my funds are tied up, and I am eager to get a refund for the poor-quality product I received. Thank you.

Hello. I purchased 3 dresses and 1 other item online. While I successfully received one dress, the remaining 3 items did not arrive. Tracking the package showed an attempted delivery with no notification. Despite reaching out to the delivery company through email and phone without a response, I eventually located them. Visiting the company in person with the aliexpress tracking number, I was informed that the package was returned to China. I've opened 3 disputes, but my evidence has not yielded positive outcomes. I seek assistance for either a refund or the package to be resent to me. Thank you, Sebastian Tracking Number: UN[redacted]00MU

On March 24, [redacted], I, G.D., made a purchase on AliExpress for $[redacted].07 using Paypal. The order ID is [redacted][redacted]. I bought 2 Blue Stones Sparkly Jumpsuit Fashion items from Merchant Joyce Performance Costumes Store. Although I have a screenshot of the order invoice and a receipt email from Alipay, I have not received any updates from AliExpress regarding my order. When searching for the order using the provided ID, it shows as non-existent. I need either the order confirmation and tracking number or a refund, as I am unable to locate the order details. Kindly address this matter promptly. Thank you.

Dear officer, my name is Huseyin from Turkey. I made a purchase from Copapt company consisting of a product for 66 USD ([redacted] TRY), shipping for 32 USD ([redacted] TRY), and a customs fee of 13 USD ([redacted] TRY), totaling [redacted] USD ([redacted] TRY). Unfortunately, the package was returned to the seller by the local post office without being delivered. I contacted the seller and initiated a refund dispute. Although the refund was approved, only the product price of 66 USD ([redacted] TRY) was reimbursed to my credit card. I am left without the shipping and customs fees ([redacted] TRY and [redacted] TRY). I respectfully request a refund for these amounts as I did not receive the package, resulting in an unfair loss of half of my money. Your prompt attention to this issue would be greatly appreciated. Thank you.

Order #: [redacted][redacted] I am disappointed as one wall mount bracket was missing from my order. I reached out to the seller, Leopong HomeDecor Store, in January regarding this issue. Despite multiple messages, they only offered a partial refund and suggested I use double-sided tape as an alternative. However, this solution is not ideal as it complicates removing the container for cleaning. I requested a $10 refund (the cost of the tape on Amazon), which they initially agreed to. But today, they changed their stance, insisting the tape should be cheaper and advised me to purchase it elsewhere. I find their behavior unacceptable and unprofessional. Though I've tried to be reasonable, the seller's lack of cooperation is frustrating. While it's challenging to pursue further action after the dispute period, I feel compelled to highlight this negative experience. Most sellers on AliExpress have been excellent, but Leopong HomeDecor Store stands out negatively. I am requesting a full refund for the missing wall mount bracket, priced at C$ 25.70.