AliExpress Customer Service Issues

Dear Sir or Madam, I am reaching out regarding a customs duty payment I had to make for a package. Due to an accident, followed by immediate hospitalization and then rehab, I wasn't able to address this matter sooner. A person assisted in collecting the package on my behalf as I wasn't able to access my AliExpress account until now, as of 21.04.[redacted], following my rehab. I couldn't find a way to send you the Zoll.pdf, so I am sharing a link where you can download the customs documents I received. The first two pages of the PDF include the tax assessment and invoice. Link: [redacted] Best regards, Bernd Lehmann Arndtstrasse 48 [redacted] Luckenwalde Germany Email: [redacted]

Hello, I need assistance resolving an issue. Communication with EVA has been unhelpful as they keep stating my order was shipped without mentioning any refund process despite the delivery being stopped and the order being returned. On April 14th, I placed an order with the following details: Order no.: [redacted][redacted] Placed on Apr 14, [redacted], at 06:19 CHINA LED Store Item: 5PCS LED E14 E27 Kerze A few days later, I received a message indicating the order had been canceled and returned to the sender due to issues at the sorting center. I have attempted to contact the seller for clarification on why the order was returned, if it will be resent, or if a refund is being processed, but have not received a satisfactory response. On April 20th, I reordered the same items with what seems to be progress. Could someone reach out to the seller regarding the status of my initial order from April 14th as EVA support does not provide solutions for such situations? Thank you for your assistance, H. M. S.

Hello, I have been a customer from the United States for over 2 years now, and I frequently shop on AliExpress. I enjoy the products, even though there have been occasions where I did not receive some of my orders. Recently, I have been having trouble with a few orders that I never received. I contacted the seller for a refund, but every time I try to apply for it, the system shows an error. I attempted multiple times over a week but the issue persists. The seller mentioned they couldn't refund me and suggested sending the missing item instead, as I ordered four items but only received three. I hope these problems can be resolved promptly. Thank you.

Hello, I recently received a large package from the vendor "lululou store" on Ali Express. My order # is [redacted][redacted], and my shipping # is EX[redacted]85SG. Unfortunately, upon opening the package, I discovered two boxes with someone else's address and phone number, containing artificial flowers instead of the stamps I originally ordered. I reached out to the person listed on the boxes and learned that it was her order from 10 months ago. She has requested I return the items, but I am unable to take on that financial burden. I would like a refund of $12.82 for the stamps I never received. I have already opened a dispute, but I have not received a response yet. I appreciate a prompt resolution. Thank you. -Shirley B.

I have been trying for over 3 weeks to add my daughter's Korean address to my account without success, spending over 60 hours on this issue. Today, when I attempted once more, the agent switched the language to Korean and changed the currency. I managed to switch back the currency, but I cannot locate the option to switch the language back to English. Unfortunately, despite these efforts, the address was still not added to my account, which is frustrating. I provided the address details that need to be added correctly to my account to avoid having to seek the product elsewhere. Regrettably, your site does not seem to recognize the English version of the address, and I am not familiar with Korean. Here is the address in question: 부산광역시, 수영구, 광안동 [redacted]-12 이린타워 [redacted]호 [redacted] - Gaelan Martin-Timms, Resident International Teacher - [redacted]-12 Gwangan-dong - Apt1404, 14th Floor, Irene Tower - Busan, Busan-gwangyeok-si, Suyoung-gu [redacted] - Korea, Republic of I can be reached at ‪[redacted]76‬.

I recently spent over £40 on storage bags from AliExpress. This purchase stands out because, despite using AliExpress for years, this is the first time I experienced a failure in tracking information. The seller assured me to wait for the items to arrive, but after months passed, there was no refund and no sign of the bags. In the UK, orders are typically delivered to the home address, and if a delivery is missed, Royal Mail is required by law to leave a notification. However, the seller claimed the local post office has the bags. After diligently checking various local post offices and even reaching out to Royal Mail international shipments, there is still no sign of the package. The seller's responses have been unhelpful, merely repeating to wait or that they will contact the shipping company. Their lack of action is frustrating, making me feel disregarded.

I bought an item on April 7 with Order [redacted][redacted]. I received updates until April 15 via tracking. Since then, there's been no further progress shown after being sent from Singapore to Israel. I haven't been informed of its arrival in Israel, which should have occurred around 11 days post its departure from Singapore. I urgently need this item (a mobile phone). Can you provide more details on this? Thank you, YB.

I made an order on April 20, [redacted], but seller has not shipped it yet. Despite trying to contact the seller, I received no response. Upon checking the seller's page, I discovered it was removed along with the items listed. AliExpress stated the order was shipped, yet the comments were negative. I am concerned about how AliExpress vets its sellers. The items were gifts for my family, and due to the situation, they might not arrive on time. I urgently seek a full refund.

I am concerned about the delivery person not placing my packages in the mailbox, which resulted in them being scattered across my yard. Additionally, one of the packages was partially chewed by a dog. The packages were small and easily could have fit in the mailbox. I had to collect them from the yard, which was unpleasant due to dog waste. If the product inside the damaged package is affected or does not work due to this mishandling, I am unsure of the steps to take in this situation.

I have been facing issues with a seller on AliExpress. I purchased an android auto kit for a Peugeot [redacted] in February [redacted] with a one-year warranty. After it stopped working, I contacted the seller multiple times from August to December [redacted] via email and AliExpress messages but received no response. After contacting AliExpress support, the seller agreed to replace the product if I sent the defective item back. However, after I sent it, the seller stopped responding. When the local post office confirmed delivery of the package recently, I informed the seller, but he still did not reply. I have now contacted AliExpress support for the third time, stating that if I do not receive a refund of €[redacted].53 plus €13.50 by May 1, [redacted], I will report the seller for internet fraud with all the personal information I have gathered. It has been a frustrating experience dealing with this dishonest seller.

I need help with two issues. 1. I purchased four pairs of shoes and decided to return all of them. After opening a dispute on AliExpress, it was agreed that I could return them using a free return label supplied by the platform. I shipped all four pairs together, providing a tracking number for each. Despite this, I received an email stating the evidence I submitted (which was not related to the products) was invalid, and they offered a refund of £0, which I declined. I am certain the package containing the four pairs was received as I received a refund for just one of them. The dispute is closed, and I am unsure how to claim the refund I am owed. 2. I bought two pairs of shoes, but only one arrived in good condition. When I opened a dispute and submitted a photo of the package I received, AliExpress deemed the evidence invalid and suggested a refund of £0. I disputed this, but my response does not show on the page, which still states they are waiting for my reply. Despite refreshing the page and revisiting it the next day, there has been no change. Can someone assist me?

I purchased three USB fans from Shop[redacted] Store on January 29th, order number [redacted][redacted]. Despite the status showing delivery, I have not received the items in Peru. I used [redacted] for the order communication. I attempted to update the email address but was unsuccessful. When trying to reach AliExpress live agents, the chat feature was unavailable. I have checked with the local post office, and they have no record of the package for me. I am seeking a refund for this undelivered order.

I purchased a human hair frontal wig from Wonder Girl Official Store on AliExpress for $[redacted]. Despite providing a tracking number, I never received the wig. The tracking information didn't show any delivery, but the seller insisted it was delivered. They promised a refund via PayPal but after two weeks, I still haven't received it. Each time I followed up, I was given excuses. This experience has been incredibly disappointing, especially during a difficult time when I needed the wig. The lack of communication and broken promises have shattered my trust in this company. I feel they should not be allowed to sell on AliExpress considering the number of negative reviews they have.

Beste forumleden, Ik heb een situatie met aliexpress die voor mij erg lastig is en ik zou graag wat advies willen over de stappen die ik nu het beste kan nemen. Op 25 maart [redacted] heb ik twee broeken besteld voor 56,57 euro, waarvan er één in maat M beschadigd en te klein was. Na contact met de verkoper bleek dat ik 15 dollar moest betalen voor het retourneren, wat ik te veel vond. Toen ik aangaf de broek kapot was en ik deze niet kon verkopen, werd ik genegeerd door de verkoper. Na een geschil kreeg ik slechts 8,49 euro terug, omdat de broek nog waarde zou hebben. Ik heb aangegeven dat ik de broek wilde retourneren voor het volledige bedrag, maar mijn berichten werden genegeerd. Nu zit ik met een kapotte broek en wil ik ook nog een maat L kopen, maar ik weet niet meer wat ik moet doen. Ik hoop dat jullie advies hebben over de vervolgstappen die ik het beste kan nemen. Groeten,

Dear Customer Service, I have encountered an issue regarding the payment of VAT on my recent purchase. I believe I have paid VAT twice and would like to request a refund for the second payment made. According to the information I found on the AliExpress website, if VAT has already been paid for an order on their platform, it should not be charged again by customs or the logistics provider. To proceed with my refund request, I understand that I need to provide the following documents to the customer service team: 1. An invoice of the import VAT issued by the logistics service provider, including the tracking number and VAT amount. 2. Proof of payment for that invoice. 3. Any customs document related to the release of the goods, including the shipping label of the package. I kindly request guidance on how to contact the customer service team and where I can upload the VAT details and evidence for further assistance. Thank you in advance for your help and I look forward to your prompt reply. Best regards, Béla Gyólai

Order Number: [redacted][redacted] Status: Awaiting shipment return Solution: Return the goods for a refund of US $[redacted].34. Reminder: Ensure to return your order within 7 days. If not, the payment will be released to the seller. Return Address: Name: F. Li Address: Baoyuan Lu Mingyou Gongye Chanping Caigou Zhongxin B3 [redacted] City: Shenzhen Shi State/Region: Guangdong Province Country: China Postal Code: [redacted] Phone: [redacted]2 Please verify this address. Available Solution: Option 1: Return item for a full refund of [redacted].34 USD with the seller covering return shipping costs. Communicate with the seller regarding the shipping method and fee before dispatch. Regarding compensation for return shipping, lack of seller response, and tracking number, please advise on actions or assistance AliExpress can provide.

Hello, I recently purchased four pants, and unfortunately, I encountered some issues with the sizes and condition. Initially, I ordered two pants which turned out to be smaller than expected according to the size chart. I then ordered a size up, but received two pants of different sizes with the tags removed. When I requested a refund, the seller initially offered only 10 euros, which I found unreasonable. After some back and forth, they agreed to refund 20 euros for the first two pants, so I ordered the supposedly larger sizes. However, since then, I have not received any further communication from the seller. Despite being promised a full refund by AliExpress due to the seller's failure to follow through, I have yet to receive it. The customer service chat has been unhelpful, with repetitive responses indicating they will contact the seller who remains unresponsive. I am seeking a [redacted] euro refund for the unsatisfactory experience.

I have opened a dispute with AliExpress and received an email from their Case Management Team at [redacted] regarding Dispute Order [redacted][redacted]. Unfortunately, my feedback could not be delivered via email, and none of the PDF attachments were sent. I am pleased with the quality of the goods and the communication with the trader. The main issue is the double payment of VAT, which I believe should be refunded. I have provided detailed explanations and calculations in my email to clarify the situation. I have attached the necessary invoices and documents to support my claim. The dispute resolution options only allow for image uploads, but I have included all relevant PDFs nonetheless.

I have ordered a mobile phone from AliExpress with order No. [redacted][redacted]. It has arrived in our country but is being held by customs. I visited customs for clearance, and they provided me with two IMEI numbers for PTA registration to pay the custom duty. However, when I tried to register them, I received an error stating that the IMEI numbers with the first 8 digits are not valid and not registered in GSMA. I informed the seller that my order is still stuck in customs due to the invalid IMEI numbers, and they provided two other IMEI numbers, which were also invalid. I requested a dispute with AliExpress, explaining the situation and asking for a refund since I have not received the order and cannot clear it through customs with invalid IMEI numbers. AliExpress appears to favor the sellers over the customers, as they closed the dispute and released my amount to the seller. I am seeking assistance in resolving this issue.

I bought the VJOY CAR VJ46 Highly Waterproof 4G LTE Kids GPS Tracker Smart Watch on December 24, [redacted]. Unfortunately, the SOS button came off, so under warranty, I sent it back to the seller, VJOY CAR, who agreed to cover the return postage cost of $24.40. The watch was shipped on February 9, [redacted], with tracking info shared with the seller. Despite numerous attempts to communicate, the seller informed me that they couldn't receive international mail due to restrictions from China. I've already paid a total of $[redacted].85 for the watch and postage. As a visually impaired pensioner, I rely on this watch and feel a refund is reasonable at this point as there's been no resolution or responses from the seller. It's now April 30, and I still await a solution. I've had successful deliveries from other Chinese companies, so the delay is confusing. In light of the lack of response, I'm considering seeking a refund to purchase from a different vendor. Thank you, Brian S.