AliExpress Customer Service Issues

I would appreciate it if there was a more direct way to reach customer service. However, I need assistance with deleting or deactivating my account. An unauthorized photo is linked to my profile and an incorrect email is listed. I am unsure if this is due to a security breach or a system error. It is important for me to address this issue promptly. I have faced difficulties in the past when trying to resolve such matters, and I hope for a prompt and professional response. I kindly request the deletion of my account. My name is Jasmine Wilkins.

I recently purchased a Vertu refurbished phone from AliExpress seller "Aliexpress Mobile Phone Store." However, upon arrival, the Pakistan customs department detained the phone due to non-compliance with the Pakistan Telecommunication Authority regarding the IMEI number. Despite several attempts to contact the seller for either a refund or to resend the phone to Canada, where a friend can receive it, I have not received a response. I opened a dispute, but it seems the seller has resolved it without addressing my concerns. I kindly request assistance in obtaining a refund. I have all necessary documents available. Order Number: [redacted][redacted] Tracking Number: RB[redacted]35SG Order Date: 25-03-[redacted] Buyer: A.K. Contact: +[redacted]84

I am considering placing multiple orders on AliExpress as a customer from Nigeria. However, the negative reports have made me hesitant due to concerns about the lack of a physical location to address complaints and receive customer support in my country. Many potential customers in Nigeria share this worry. I suggest opening a head office in Nigeria to handle complaints and serve as the main hub for incoming packages before distribution to various locations. This would enhance the efficiency of AliExpress operations in Nigeria and instill confidence in customers. Unfortunately, I don't have an email address to submit a formal proposal. Please take my suggestion into account. Thank you. - N.C.K. from Imo State, Nigeria.

Dear Members, I recently purchased two smartphones from a seller named Li Shuang Shuang. Unfortunately, the smartphones received did not match the specifications advertised, leading me to file a complaint on Aliexpress. After approval, I returned the smartphones to Li Shuang Shuang via DHL parcel. Despite DHL parcels not receiving tracking numbers, I provided details to the seller including the order numbers, return dates, and requested reimbursements for the purchase prices and shipping costs incurred. For Order: [redacted][redacted] returned on June 7th, [redacted], an amount of [redacted].23 EUR was requested. For the second smartphone returned on June 8th, [redacted], under the same order number, [redacted].23 EUR was requested. I am hoping for a smooth resolution where Li Shuang Shuang acknowledges the returns and processes the refunds accordingly. Thank you for your attention to this matter. Sincerely, L-J Brache

Due to an error in the postal code, my orders have not been delivered to the delivery point. I tried to change the delivery point, but it was not allowed; the order ended up at a post office with which I could not (or did not know how to) contact. From the Pozuelo de Alarcón post office, the shipment to the new post office could be requested. Yesterday, I was able to pick up the shipment, but for some reason, out of the 4 packages, only one arrived. It is assumed that the other 3 have been returned. How can I retrieve my order?

Hello, I need assistance acquiring a return label for my recent order. Despite my prompt complaint upon receiving it, the item does not match its description and is of inferior quality. I've been unable to obtain the return label thus far. Order Number: [redacted] Email: [redacted]

After buying an off-grid inverter, it malfunctioned shortly after installation and eventually stopped working. Despite contacting the seller multiple times, they haven't provided a solution, and now they are ignoring my emails. Their unhelpful responses and lack of assistance suggest they are not a reliable seller willing to address issues with their defective product still under warranty. I am seeking a refund for this faulty item to buy a replacement from a more reputable seller who values customer satisfaction and honors warranties.

I purchased a dress from Queens Bridal on AliExpress with order numbers [redacted][redacted] and [redacted][redacted]. Despite reminding them of my wedding date, the dress hasn't arrived yet, even though the seller claimed it was shipped and provided a DHL tracking number. I contacted DHL and was informed they only received a label, not the dress. My wedding is this Saturday and I need the dress, or a refund as I need to buy another dress on credit. Since it's just two days to the wedding, I'd appreciate a prompt refund. Thank you.

I placed an order with the order number [redacted][redacted] from EnkeliBB Official store for a baby swimsuit. Initially, the delivery date was specified, but it disappeared after purchase. Despite requesting the seller to update the AliExpress app, there was no response. Upon inquiring, the seller claimed the package was in processing at the post office, and later stated it had shipped after I requested to cancel due to the delay. Subsequently, the product arrived, and I opened a dispute for a refund as it no longer fit the baby. The seller insisted on returning the item for a refund, misleading me to write $0 on the dispute. Despite attempts to resolve, the seller blocked my communication. This behavior is unacceptable, and I seek assistance in addressing this issue to ensure fair treatment for all customers.

I placed an order for a treadmill on May 29th, and it was shipped on June 1 via FedEx. However, FedEx has noted an exception in the tracking stating that multiple shipping labels were placed by the seller, causing delivery issues. After contacting FedEx, I reached out to the seller on June 6th and opened a dispute as per their suggestion. The seller asked me to close the dispute, claiming it hurts their business. They informed me that the item was sent out on June 1st and advised me to wait for delivery despite the labeling problem. Requesting a refund of $[redacted].34, the seller told me to be patient. It has been over two weeks now, and the item remains in shipping exception status since June 1st. I seek a refund and appreciate any assistance since the seller has been unresponsive to my refund request. Thank you for your help.

Hola, buenas tardes. Quiero agradecer al equipo de AliExpress por todo su esfuerzo. Lamentablemente, con los señores de la tienda 3C-STORE Store, parece que no hay solución. Desde el 03/03/[redacted], cuando empezó este problema, me han estado diciendo que me enviarían otro producto, pero hasta ahora no he recibido el número de seguimiento del envío. Esta situación ha manchado el nombre de AliExpress, y considero que estos vendedores no deberían operar en una plataforma tan importante. He presentado una reclamación a través de la OCU para resolver este asunto. Si ustedes pueden garantizarme una solución a este inconveniente y el reembolso del importe pagado, retiraré la reclamación. Hasta entonces, seguiré adelante con el proceso. Insisto en que estos vendedores no deberían estar vendiendo en AliExpress. El producto que compré no coincide con lo publicitado y se trata de un engaño. Saludos.

On 06/29/[redacted], I placed an order and made a payment for goods to be delivered from Russia within 10 days. Unfortunately, the seller has not yet completed or shipped the items. I was unable to open a dispute myself and had to ask an Aliexpress representative for assistance. However, the representative opened the dispute with the wrong reason, leading to difficulties in resolving the issue. Despite providing ample evidence, the Aliexpress team seems unable to assist in resolving the dispute and issuing a refund. Dealing with this level of formalism, bureaucracy, and reluctance to work towards a solution is unprecedented for me. The situation is clear-cut, yet I am being made to waste time, nerves, and energy on a matter that should take only 3-5 minutes to resolve.

I have been scammed by a store on AliExpress, and I'm feeling frustrated as the issue has not been resolved. I ordered hair twice from them. The first time, I received the correct hair, but the second time they sent me fake hair. I only realized it was fake when someone was styling my hair. I requested a refund, but the store is insisting on unfair terms like giving them a 5-star review or returning the fake hair for a refund. However, the fake hair is already installed, and I have an upcoming event. I have tried to get assistance from multiple agents, but it seems like my concerns are not being taken seriously. It's disappointing to see how little the company values its customers' satisfaction and their hard-earned money. This kind of situation should not be happening, and I hope to find a resolution soon.

Subject: Assistance Needed with Incorrect Tablet Order from AliExpress Hello, I am reaching out seeking assistance regarding an issue with an incorrect tablet order I received from one of your partners with the order number [redacted][redacted]. I ordered a tablet described as a Pad T10W 5G with specific features, but the tablet I received, a Tablet PC Pad T10W 3G, did not match the description and is not functioning properly. The seller is refusing to provide me with a return slip, and I am concerned about losing my money if I return the item without proper documentation. I agreed to the return hoping for a return slip but have not received one. The return costs are high, and I am worried about the seller being uncooperative in reimbursing me. I need assistance in resolving this dispute promptly. Thank you for your attention to this matter. Best regards, Stephen

Someone has gained unauthorized access to my email account. When I attempt to reset the password, the verification emails are being sent to another unknown email address instead. The email address where the verification emails are being redirected is mar****@telkomsa.net, which I do not recognize. I discovered the verification code in my spam folder after searching for it. Can you assist in reclaiming my account or take any necessary actions to secure it from the unauthorized individual who currently has control? It is puzzling why verification codes are being sent to a different email address than the one associated with my account. To summarize, my email account has been compromised, and I can provide the login ID code [redacted], found in my email, as well as my registration email address, [redacted], as proof of ownership.

I have a dispute with a seller and reached out to customer support for guidance. They stated that for order [redacted][redacted], I need to return the item to the seller and provide tracking information in the dispute. Payment will be refunded once the seller confirms receipt within 30 days or the confirmation time-out period. If no tracking number is provided within 10 days of activating the agreement, the dispute will close without a refund. The requirement of a tracking number for a refund poses an issue for me in Switzerland as it is only possible if the receiver is a customer of the shipping company. The seller suggested using "AliExpress Standard Shipping," which is not an option in Switzerland. This discrepancy is causing confusion and inconvenience.

About a week ago, on June 13th, [redacted], I received a ponytail that I ordered from a seller named MEETU on AliExpress. Unfortunately, I was not happy with my purchase, so I opened a dispute to seek compensation. Initially, the seller asked me to leave a 5-star review and positive feedback. I complied, but when they offered me a $6 refund on a $54 purchase, I declined. I offered to return the item for a full refund instead. AliExpress intervened as we couldn't reach an agreement. After providing evidence and strong arguments, AliExpress ruled that the seller must provide me with a return address for a full refund. While verifying the address with the seller, they claimed they only sell on Alibaba.com, not AliExpress. I'm now unsure how to proceed and communicate with AliExpress effectively as the current support seems limited.

I did not receive what I paid for, and I have a mailbox for deliveries. From my iPad On 20.06.[redacted], AliExpress Customer Service wrote: Dear Rosemarie Haedicke, Thank you for reaching out to AliExpress. Here is the resolution for your issue. Order Information: Order ID: [redacted] Item Name: 35 cm-80 cm Thin [redacted] Sterling Silver Twisted Singapore Water Wave Chain Link Necklaces Women Girls Kids Child Jewelry Kolye 16-24" Package Information: Courier: CAINIAO_ECONOMY Tracking Number: RS[redacted]29DE Status: Pick-up Dispute Status: Issue: Purchase Protection ending but package not received Resolution: Please contact the shipping company's Customer Care Center as the tracking information indicates the package is at your local post office for collection. Solution: No refund Please log in to view the full details of the dispute. Best regards, AliExpress Case Management Team

I placed an order for 2 men's shapewear, order number [redacted][redacted] with a total of €45.19. I received a black t-shirt instead. I opened a dispute, provided videos and photos of when I opened the package, yet I still lost the dispute. I don't understand why. I appealed the dispute and still lost. I'm unsure if the video I sent showing clearly what I received was received correctly by you. I spoke with a representative from Alliexpress who agreed with me after reviewing the video and made note to resolve my issue. However, I have not heard back from you since. I find it unfair as I am a good customer and feel disappointed with your response. I believed buyers were protected by you. I hope this time you will listen to me. Thank you.

Dear Customer Support, I am reaching out regarding a recent dispute I submitted for a damaged wig I received. The order wasn't what I expected at all, with significant hair loss and incorrect length. My appeal seems to have gone unnoticed, which is disappointing considering the expensive nature of the item. I provided photos as evidence, including those showing the hair loss, but was told my evidence was insufficient. This has left me incredibly dissatisfied, and I am hesitant to shop with your company again if this matter isn't resolved promptly. Sincerely, Emily