Alibaba Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Alibaba customer service, archive #1. It includes a selection of 20 issue(s) reported October 3, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, I ordered a large quantity of pajamas from a seller named Peter Wang (ID: cnjiaxinggroups). We had agreed on certain terms but unfortunately, the seller did not follow through. Firstly, he asked for an additional $[redacted] for DHL shipping with DDP (taxes included), but the items were shipped via UPS with DAP (taxes not prepaid). Additionally, he wanted me to pay outside the website, but I insisted on using the platform for the transaction. I have all the necessary evidence like contracts to show the seller's non-compliance. Now, I am facing an extra $[redacted] charge to receive my goods, and the seller is not responding to my messages. Best regards, Chaimae
Reported by GetHuman-biadach on Mittwoch, 3. Oktober 2018 20:46
Hello, my name is Anna. I am reaching out to the coordinators and staff of Alibaba. I purchased a slingshot from this site with Richard Alvia, an assured supplier with an address at [redacted] St. Avenue, Oakland, CA, [redacted]. Their phone number is [redacted]22. I have been communicating with them for days, and unfortunately, it seems they might be engaging in fraudulent activities. They initially quoted me $3,[redacted] for the slingshot, and I sent $1,[redacted] twice. Subsequently, they claimed the product was shipped to New York and requested an additional $[redacted] for boarding. To my dismay, they now demand $1,[redacted] more, insisting it is necessary. I want to highlight that I work for the LAPD Department of Honor and Labor, and I am investigating this matter. I have exhausted my resources and need a refund promptly. If this issue is not resolved, I will have to pursue legal action. Please reach out to me urgently.
Reported by GetHuman-bazikyan on Freitag, 19. Oktober 2018 19:45
I ordered wood doors, iron doors, and windows ranging from $[redacted] to $[redacted] each, but unfortunately, the quality and craftsmanship of the items are not up to par. I am having difficulty reaching Customer Service, as the Trade Assurance page is not user-friendly and the process is complex. A representative named Demi from Trade Assurance Mediation contacted me but did not provide a contact number, only requesting not to reply to their message. Given the urgent and significant nature of this issue involving a substantial amount of money, I am feeling frustrated by the lack of communication and support from the company. I advise others to steer clear as there seems to be no genuine Trade Assurance and may be a potential scam. The main issues are the poor quality of the products and receiving damaged items. My desired outcome is a full refund for the $50,[redacted] monetary loss incurred.
Reported by GetHuman-pdeceser on Montag, 26. November 2018 20:18
I attempted to order over [redacted] bags/trunk organizers from Yiwu City Global Bag Co., Ltd. Initially, we requested 2 samples in black and grey and paid $[redacted]. Unfortunately, we received one black and one brown sample of poor quality, plus a 21-day delay. To obtain the correct grey sample, we had to pay more. Despite receiving the grey sample with ill-fitting parts, we decided to proceed with the bulk order, but they required a down payment of $[redacted].31 for a new sample. After receiving just one bottom plate that fit well, we decided to cancel the contract due to ongoing issues and delays. We have since found a better supplier offering superior samples at a lower price. We are seeking a refund from Yiwu City Global Bag Co., Ltd., but they have been unresponsive. We have paid around $[redacted] for two subpar samples, one incorrect sample, and an extra part. We are requesting a refund of $[redacted]. We have requested reimbursement from them without success. Regards, M.B. from KABU UG (haftungsbeschraenkt).
Reported by GetHuman-buchinge on Donnerstag, 10. Januar 2019 10:15
I am Abdulmajid. I bought a coffee machine from a supplier on Alibaba. I contacted him via WhatsApp, as he had his number on his business card on the website for quick responses. We agreed that I would pay half of the $[redacted] total price upfront, which I did through Western Union. However, after he received the money, he did not send me the coffee machine as promised. Now he is demanding the remaining half before fulfilling our initial agreement. I explained that I would pay the rest upon receiving the order, but he refuses. Can you assist me in getting my money back from this situation?
Reported by GetHuman-majeed_v on Donnerstag, 21. Februar 2019 03:35
Hello! I have been trying to access my account with the email address [redacted] Unfortunately, it was blocked in January. I received a message stating that my account is temporarily unavailable. I created a new account since I couldn't reach the customer service team through the provided link. The new account was under the email [redacted], but it also got blocked. On my third attempt to register, I used the email address [redacted], yet this account was also blocked. I am unsure why this keeps happening and would appreciate any guidance on how to resolve this issue.
Reported by GetHuman2296241 on Montag, 25. Februar 2019 01:37
I am a loyal customer of Alibaba and I want to share my experience with Jinpai Hair Company. I am disappointed as they have not fully refunded me. In December, I bought hair from them and returned a part of it. It took them 2 months to confirm receipt of the return. They agreed to refund, but after 3 weeks, they only refunded $[redacted] out of $[redacted].5, claiming they don't have the rest in their PayPal account. They promised to pay the balance later. I find this unfair and feel like I am being cheated. I tried to resolve this through Alibaba, but it has been challenging. Jinpai Hair Company suggested giving me hair samples instead of the money. This is unacceptable as I paid in cash and deserve a cash refund. I feel frustrated chasing them for $29.5. Please help me address this issue and prevent this company from taking advantage of me. Thank you. Abi
Reported by GetHuman-abioyesa on Mittwoch, 6. März 2019 07:14
Dear Sir/Madam, I am writing to express my dissatisfaction with the service provided by Alibaba. As a gold supplier member named SUMIT EXIM for eight months, we have faced ongoing challenges with little attention from our account manager. Despite requesting assistance from VP Mr. Amit and our current account manager, Mr. Bhupender, the problems persist. Mr. Bhupender's unprofessionalism, refusal to address issues, and use of inappropriate language during our recent communication has been disheartening. As dedicated exporters familiar with the importance of quality customer service, we expect better treatment from Alibaba. We seek resolution and improved service, as we believe our expectations are reasonable given our business relationship. We hope to engage in a constructive conversation to address these concerns and prevent future issues. I await your response.
Reported by GetHuman2878532 on Dienstag, 7. Mai 2019 11:01
As a buyer, I noticed that Alibaba mistakenly charged us twice for the invoice payment to our supplier in March and May [redacted]. Since it's been over 30 days, I can't submit a Trade Assurance dispute. I believe it would be beneficial for Alibaba if we resolve this directly instead of involving our Credit Card Company. Before taking further action, I wanted to give Alibaba the opportunity to reimburse the duplicate charges.
Reported by GetHuman2882518 on Dienstag, 7. Mai 2019 21:31
I bought a set of lounge chairs, but unfortunately, the order came with broken units and was incomplete. I reached out to the trade assurance service provided by Alibaba for help, but they supported the Chinese supplier. When I tried to negotiate with the supplier, they and their insurance partner kept asking for pictures repeatedly to drag out the process until the trade assurance period expired.
Reported by GetHuman-jerongal on Montag, 15. Juli 2019 18:13
I placed an order on your site and unfortunately got scammed by the seller. They have taken my money, but I have not received my order. The seller is now asking for more money due to a packaging error on their part. They claim to have put 9 extra units in the box instead of just one and now my order is stuck in customs in Mexico City. Despite our agreement for the order, they are demanding $1,[redacted] for the extra items. I doubt the seller actually included 9 extra items and they are being rude, refusing to refund me. I am now left without my money or the product.
Reported by GetHuman3404736 on Sonntag, 11. August 2019 01:21
After arranging an order with a seller on Alibaba, we made a payment to them. Unfortunately, the seller provided the wrong account details initially, leading to a loss of $[redacted]. Despite the error, they are not taking action to rectify it. My bank identified this as a scam but was unable to assist further. I am starting to believe Alibaba might be involved in fraudulent activities, as contacting them directly seems impossible. I am left wondering how to proceed and retrieve the $[redacted] that was wrongly transferred.
Reported by GetHuman3276022 on Mittwoch, 28. August 2019 17:13
I signed up for an Alibaba account as a student to gather pricing information for projects. However, my account got suspended at the end of [redacted] for security reasons. Now, I am looking to transition into a real business and need to find suppliers for specific components. Alibaba suggests appealing for account reactivation, but they require company information that I do not have. I intend to operate as a Sole Proprietor without company registration, physical business premises, or tax documentation as I am just starting out. Can I still trade with Alibaba as a startup without the necessary documentation? Thank you for your assistance.
Reported by GetHuman-jonpeerb on Montag, 9. September 2019 09:16
Hello, I wanted to share my experience with my recent purchase under Trade Assurance order [redacted][redacted]. I bought a drone from Bangladesh in August 13, [redacted], and received it nearly a month later on September 9th. Unfortunately, upon unpacking and charging the battery, I followed the instructions carefully but couldn't get the drone to turn on. Despite trying troubleshooting steps from the manual and online videos, the issue persists, indicating a fault with the product or the manufacturer. I've been in touch with the seller, sharing videos of the problem, but haven't received a satisfactory solution yet. Frustrated, I raised a dispute after a few days, and the matter is now under investigation.
Reported by GetHuman-nilphama on Donnerstag, 24. Oktober 2019 18:05
Regarding order number [redacted][redacted] with Shenzhen Hugewal Tech, I used my Visa to complete the purchase. However, upon clicking complete, a notification briefly appeared before disappearing. I am unsure if the transaction went through as I did not receive any confirmation. The total amount was $[redacted].06. I attempted re-entering my Visa details multiple times since yesterday but encountered the same issue. I am keen to finalize this purchase promptly. This is the first time I have faced such an problem; typically, I experience no difficulties with Amazon or other platforms. I even informed my bank in advance about this payment to Alibaba, sticking to my established $[redacted] limit. Your assistance in resolving this matter is greatly appreciated. Sincerely, W. Monroe (Bill) Whelchel
Reported by GetHuman-crswiftr on Mittwoch, 6. November 2019 20:39
Hello, I have been in contact with a supplier named Edward Rademacher through Alibaba regarding the purchase of Amazon Fire TV Cube. However, after paying $[redacted] in bitcoin, I was informed that a mistake occurred, and instead of 4 units, 30 were sent. I received a tracking number that led me to a package held in Germany, asking for an additional payment of [redacted] pounds. I am unsure why I am being asked to cover this cost. I seek clarity on whether this supplier is genuinely authorized by Alibaba. Thank you.
Reported by GetHuman-alvinio on Donnerstag, 21. November 2019 14:41
Dear Alibaba Customer Service, I recently filed two cases with your complaint department regarding two companies that allegedly scammed me through wire fraud. These companies, Ronnex, Inc. and Nicholas Murray, were listed as US suppliers on your Alibaba.com website. One of the companies, Ronnex, Inc, had their account shut down after the case was reviewed. The other company, Kerry Electronics Limited from New Jersey, removed themselves from Alibaba upon receiving my complaint. I am concerned that both companies listed under the same product engaged in wire fraud scams against me. I think further investigation is necessary. I am in the process of seeking legal help, as the FBI was unable to take action due to the $3,[redacted] loss from both scams. As a new business owner, this is a significant loss for me. I am seeking reimbursement of the funds and request Alibaba's assistance. I believe it is important for Alibaba to carefully vet suppliers listed on their site. I am now facing harassment from Kelvin Kerry of Kerry Electronics Limited and will be pursuing legal and police action. I have documented all conversations with both companies. Please contact me via email at [redacted] I look forward to Alibaba's assistance in resolving this matter promptly. Thank you for your attention to this issue. Sincerely, Julie A. Gullickson
Reported by GetHuman-jaguarsh on Sonntag, 1. Dezember 2019 08:38
I recently purchased 13 Oculus Quest VR gaming headsets from Xuyen Giang Investment Development Company Limited on Alibaba for $[redacted].10 USD. After placing the order and sending the payment via bank wire from Chase bank, a mistake occurred, and only [redacted] headsets were shipped. The company requested additional payment for shipping, which led to further complications. While attempting to send more money from another bank, red flags appeared, stopping the transaction. Despite being persuaded that not paying for shipping would result in consequences, I am not at fault and do not wish to incur any more charges. I am looking to either receive the 13 headsets I originally ordered or a refund for the amount paid. Thank you.
Reported by GetHuman4307280 on Mittwoch, 29. Januar 2020 19:49
I purchased a Titan [redacted] metal detector from Wholesale Supply Group Inc. on Tuesday, January 28th. I paid [redacted]£ ([redacted]$) via MoneyGram, but instead of one detector, they sent me 14. They are now asking for more money for the extra 13 detectors, which I did not order. I only want one Titan [redacted] metal detector. I would like them to either send me the one I paid for or refund my money so I can purchase from a different company. My name is Stefanos Chatziioannidis, and I reside at [redacted] Moselle Avenue, Wood Green, London, United Kingdom, N22 6EX. Wholesale Supply Group Inc. is based in Tennessee, USA.
Reported by GetHuman-chatziio on Mittwoch, 5. Februar 2020 11:25
I paid $36,[redacted] to company ao[redacted]gddo for an excavator machine through offline methods. After payment, the agent became evasive, leading me to cancel the order as I didn't trust them. I informed the agent of this decision, and in response, I was threatened that I wouldn't receive either the money or the machine. The agent mentioned her boss's influence, which made me concerned. I sought help from my ministry of foreign affairs and the Chinese consulate to resolve the issue. The company has now informed me that I need to pay an additional $23,[redacted] or accept only $15,[redacted]. I seek your assistance in this matter and can provide any necessary supporting information.
Reported by GetHuman4352396 on Mittwoch, 12. Februar 2020 11:22

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