Alibaba Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about Alibaba customer service, archive #2. It includes a selection of 20 issue(s) reported March 30, 2020 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 have been made aware of the Jack Ma Foundation's efforts in fighting the coronavirus globally. In Rwanda, the government is making significant efforts to curb the spread of the pandemic. However, many individuals are facing challenges due to restrictions, preventing them from accessing necessary markets. Though food markets are operating, public transportation is halted, making it hard for people to reach them. We kindly request support from the Jack Ma Alibaba Foundation to provide a few motorcycle carriers for a project aimed at assisting those unable to reach markets, delivering food to their doorsteps. This initiative will involve training drivers on safety measures to protect themselves and others. Please consider this proposal to aid those in need during this challenging time. Thank you. Best regards, Ntwari Nathan and family
Reported by GetHuman-bazantwa on понедельник, 30 марта 2020 г., 12:09
Hello, I made purchases on your website, Alibaba, and my merchandise was shipped to a freight forwarder who never sent my items to their warehouse since February. All my merchandise is stuck at their warehouse, and they claim they can't ship it because there's no available delivery date. This situation has caused me a significant loss of time and money. Please contact me regarding this issue, and I will provide all the evidence of my messages exchanged with this freight forwarder, which is recorded on your site, Alibaba. In my 13 years of business, I have never experienced such a situation. It would be essential for you to offer a communication service in French, as with PayPal, there is a satisfaction guarantee for our online purchases. Here is my email address and contact information: Joël Mcinnis Email: [redacted] Phone: [redacted]
Reported by GetHuman-jmclynx on воскресенье, 26 апреля 2020 г., 18:09
Hello! I placed an order on your website on March 4th for 50 infrared thermometers at 30 euros each, plus shipping costs. I paid [redacted] via bank transfer to the Alibaba account and [redacted] euros by card directly on the site. The issue is that my supplier says she can no longer deliver because the order has changed. I asked another supplier who often delivers to me, and he said yes, he has the product at the same price. I asked my first supplier to refund my money or transfer it to my second supplier who has the goods. However, she is not responding. She only replies once a week with the same answer - she's unsure if she can deliver. I asked her to refund my money or transfer it, but she refuses. It has been a month, and I really need your help. Thank you.
Reported by GetHuman-perotmed on суббота, 2 мая 2020 г., 19:51
Hello, I placed an order for FFP2 masks, which I canceled two to three days later. My supplier confirmed the cancellation, and Alibaba informed me on 22/04 that the refund was processed on 19/04. They mentioned it might take 7 to 12 business days. However, I have not received it yet, and I'm starting to worry. I've sent two emails without a response. How can I get answers from them about the status of this refund? Hello, I am following up on my refund requests for the following Trade Assurance numbers: No. [redacted][redacted] and No. [redacted][redacted]. We have been waiting for these refunds since 04/14. Could you provide me with a proof of reimbursement and an update on the status of these refunds? Thank you.
Reported by GetHuman4778322 on среда, 6 мая 2020 г., 11:10
I purchased goods from Guangzhou Dinghong Tourism Supplies Co. Ltd on 5/10/20 through Alibaba for $1,[redacted]. The order number is [redacted][redacted]. I initiated a dispute because the supplier claimed they shipped the items on 5/15/20 but failed to provide a tracking number despite multiple requests. The seller even resorted to offensive language when I inquired about the shipment status. They just gave me a tracking number today after I insisted. The seller is now asking me to cancel the dispute, but I am hesitant as they have been untruthful about the shipping date. I have concerns that they might be trying to bypass buyer protection. I'm unsure whether to cancel the dispute or wait for the package to arrive. I have five days left to request a refund.
Reported by GetHuman-mrrelia on четверг, 21 мая 2020 г., 4:26
I am writing about an unfortunate experience with a seller on Alibaba. Initially, I wanted to purchase 20 units of a product for $[redacted] with $22 for shipping from a seller who ended up being a scammer. The seller claimed that I needed to buy more units due to a delivery requirement from DHL, which I declined. I had already sent the payment the day before through Cash App on Sunday evening. However, despite my cancellation request, the seller has not refunded the money as promised. I am now seeking assistance in getting my money back.
Reported by GetHuman4931030 on вторник, 9 июня 2020 г., 14:09
I placed an order at Goldsteins on Russell, [redacted] Dorchester St, Orangeburg, [redacted], through Bestview Electronic Limited in Dubai, Abu Dhabi, [redacted], UAE, and paid $[redacted] via Cash App. I then received a call asking for more money for duties. Despite trying to send the additional $[redacted] through Cash App to Mexico several times, it didn't go through. I mentioned we could pay via Visa, Mastercard, or Western Union, but the issue remained unresolved. After multiple calls today, my bank confirmed no issues on our end. When I called back, the person hung up and never responded. I emphasized that if we continued with new payment methods, the bank might lock our account. I have texts to support my concerns and clarified that I only seek a refund after two days of failed payments. Thank you for your attention, I will also reach out to Alibaba as previously mentioned.
Reported by GetHuman5035655 on понедельник, 6 июля 2020 г., 19:24
Hello, I ordered a Chuwi computer from the seller chuwiofficial on Aliexpress. Order number: [redacted][redacted] GLS tracking number: [redacted]2 I have not received the computer at my address and I have sent a letter and screenshots to prove it. I opened a dispute on June 24th. Yesterday was the dispute deadline And I noticed that Aliexpress refuses to refund me claiming my evidence is not clear enough. How can one prove not receiving a package? They marked on the tracking that the package was delivered to Combs-la-Ville, I live in Pontault-Combault and I provided the correct address to the seller. You will see in the screenshots below. I am used to ordering from Aliexpress and I always receive my orders except for this one. You can also investigate I order from many sites and I have no issues receiving my items except for not getting the computer. I have been very patient and friendly with the seller, I have cooperated, and I even tried to research on my own, the GLS delivery person is unreachable and the reviews on the sites and social media are disappointing. But despite all this, Aliexpress made a truly unfair and disappointing decision. I do not know how I am supposed to prove I did not receive the package. I am not a liar, check my previous orders on Aliexpress, investigate at Boulanger and Cdiscount where I usually buy and always receive my orders, unfortunately, the computer never arrived at my place. I am a young student and I really needed this computer to work, I have been patiently waiting for over a month, I have trusted your services multiple times. I hope my case will be handled with more attention because I want to be refunded or receive a computer as soon as possible. I have sent screenshots to Aliexpress on Facebook and by email. Thank you Awaiting your response Sincerely, N'cho Rose Mounia
Reported by GetHuman5037761 on вторник, 7 июля 2020 г., 8:12
Order Number: [redacted][redacted] Hello, I recently purchased the Geometric Metal Wine Rack from your company and unfortunately, I have received over 40 damaged racks. Some of them arrived broken due to inadequate packaging during shipping, while others are bent and unable to support the weight of 2-3 bottles of wine. Initially, when I received the samples, one of them was already broken, which I understood can happen occasionally. However, with more than 40 damaged racks now, my perspective has shifted. It is clear that the racks should be able to hold the weight of 3 bottles of wine, especially considering the long-distance shipping involved. The poor packaging quality exacerbates the issue. I am requesting a refund for my purchase and for all the damaged racks to be returned. If this matter is not resolved promptly, I may need to escalate it with Alibaba or American Express. Thank you for your attention to this matter. Regards, MOTTY The Winery [redacted] 18 Ave. Brooklyn, NY [redacted] [redacted] [redacted]
Reported by GetHuman5044019 on среда, 8 июля 2020 г., 18:06
I purchased a Polaris Slingshot SLR from a seller. Initially, they claimed to have sent the item. The advertisement offered free worldwide shipping in 2-3 days. Unfortunately, the seller later informed me of customs fees and taxes totaling $[redacted] needed for shipment release. After paying, the shipment faced another hold. I was instructed that clearing these fees would resolve any future issues. Subsequently, a new hold for $[redacted], referred to as MUGU, emerged. I paid this amount as well. However, the next day, I found the shipment now stalled in Switzerland with an additional hold requiring $[redacted]. At this point, I requested a full refund of $[redacted], only to be met with delays from the seller. Despite threats of reporting the situation, I have yet to receive my refund, feeling deceived by the lack of transparency in the initial shipping terms of free worldwide delivery within 2-3 days without additional holds.
Reported by GetHuman-scottjs on вторник, 21 июля 2020 г., 2:03
Hello, my name is Mr. NGOMA MIKOUNGUI Vauclaire Maximilien. I recently created an account on Alibaba and found a supplier named Asad Ngole, ID: uk[redacted]gmda, who sells refurbished computers. I purchased 10 computers for [redacted] USD. The supplier, based in Ukraine, arranged shipping through a different agency than agreed upon. The agency demanded [redacted] USD for insurance, which raised suspicions of a scam. Despite attempts to resolve with Mr. Thomas, the situation remains unresolved. The money was sent to Maksym Svynoboi in Lviv, Ukraine. The tracking number for the parcel is AIR9209DEH799PJ. I question Alibaba's vetting process for suppliers and their lack of buyer protection measures. The supplier's email is [redacted] and phone number is [redacted][redacted]. I would appreciate assistance in recovering my funds. Thank you.
Reported by GetHuman-voxservi on вторник, 21 июля 2020 г., 20:43
I am Mrs. Mazzarino Ripalta from Italy in Porto San Giorgio (Province of Fermo) with ZIP code [redacted]. I recently reported that despite money being deducted from my credit card, many items I purchased were never delivered to me. Following GetHuman's advice, I tried contacting Aliexpress's Help Center directly, but unfortunately, the online connection is not working. I am questioning the professionalism of this company. Please assist me in getting my money back that was taken from my credit card for 9 items that were never delivered to me. If Aliexpress claims the order is completed, they need to provide proof that I signed for it, which I did not as I did not receive my purchased items. I request for my orders to be cancelled, and my money refunded as I no longer wish to buy from Aliexpress. I prefer companies like Amazon or eBay that are truly reliable and ensure customer satisfaction with full refunds if products are not received or faulty. This is not just about a small refund; it's about integrity in business relationships where the customer pays upfront in trust, but the seller fails to fulfill their obligations falsely claiming orders are complete. Show your professionalism by cancelling unfulfilled orders and refunding customers for undelivered products. This is true business integrity.
Reported by GetHuman-ripalta on среда, 5 августа 2020 г., 12:39
Dear Customer Service, I am contacting you regarding an issue with an order I placed on your website. The request ID is [redacted]96. After making a partial payment for the item, the seller requested additional funds for freight insurance. I then received a tracking number from a suspicious logistics company named Continental Express using tracking number GE[redacted]DE. The seller, allegedly named ElectronicsSalesGadgets2004 on Facebook, asked for more money for a certificate of origin when the goods reached Turkey, and now is demanding $1,[redacted] to deliver the package in Germany. I fear this is a scam and would appreciate your assistance in blocking this seller from your platform. I am willing to provide any necessary documents or chat histories. Thank you for your attention to this matter. Warm regards, Frederik J.
Reported by GetHuman5137045 on четверг, 6 августа 2020 г., 12:36
I have an issue with a refund. I purchased a fishing reel that arrived with visible damage - the handle and frame were bent, but the packaging was intact. I immediately informed the seller, sending photos and videos clearly showing the damage. Despite multiple communications with the seller through Alibaba and providing evidence, they refuse to compensate me, stating other potential reasons for the damage such as wiring, installation, connection, or transport. This is absurd as a fishing reel does not have wiring, connection, or installation; the damage is evidently due to transport. The seller has now blocked me. How should proceed with filing a complaint? Why is Alibaba not willing to pay? Most importantly, why does Alibaba make false claims about wiring and connections when a fishing reel does not require them? I would like to speak with someone at Alibaba in Italian.
Reported by GetHuman5137638 on четверг, 6 августа 2020 г., 15:30
I placed an order on Alibaba and made the payment through Western Union. The supplier assured me that after the payment, they wouldn't request more money, and the goods would reach me. However, as of June 26, [redacted], the goods have not been shipped. Now, they are insisting on payment for VAT and customs taxes, despite their earlier promise. I'm considering paying, even though they said they wouldn't ask for more money.
Reported by GetHuman-dddaines on воскресенье, 9 августа 2020 г., 16:26
I recently purchased a vacuum cleaner from Alibaba, and unfortunately, it stopped charging after the first use. The seller is insisting that I may have damaged it accidentally and wants me to buy a new battery. I tried to provide evidence through pictures, but Alibaba deemed them invalid. When they requested a video, they closed the dispute before I could upload it. Despite appealing the decision a week ago, I have not received any updates. I feel let down by the seller and Alibaba. I simply want a refund and for them to take back the defective vacuum cleaner. Their lack of customer support has left me extremely disappointed.
Reported by GetHuman5228640 on четверг, 3 сентября 2020 г., 18:48
Good afternoon, I need assistance regarding a product declaration mistake made by the supplier. The supplier incorrectly declared "UV disinfectant boxes" as "Plastic Sample Boxes" causing Customs to seize the shipment. Our purchase was made on May 26, and we have not received the product due to this error. The deadline to request a refund has passed, resulting in losing customers, wasted sales expenses, and a saturated market. The supplier agrees to refund the money but the refund request button is not available. We are seeking guidance on how to proceed with the refund either by having the option made available on Aliabab's platform or exploring other solutions. Awaiting your response. Thank you.
Reported by GetHuman-kenjimiy on пятница, 11 сентября 2020 г., 21:38
I have encountered issues with two suppliers of Dr. Serious Mass protein products that I connected with on Alibaba. Our communication was conducted over WhatsApp. I am dealing with a loss of $[redacted] with the supplier Ashley Grant through PayPal, and $[redacted] with Kateryna Navolsky via Western Union. These suppliers have been untruthful after receiving payment, asking for more money and failing to provide proof of shipment or the products I ordered. I am left feeling like a victim of fraud. I am seeking assistance to secure a prompt reimbursement. Thank you.
Reported by GetHuman-ndontoni on вторник, 22 сентября 2020 г., 19:20
I am a buyer representing MAVI srls. I am encountering difficulties with SUA LLC from Ukraine, located in Kiev. I have purchased [redacted] goats and 2 pigs and faced issues with FLEET GCL MARITIME LOGISTICS Co. LTD, who requested payment for customs in Ukraine and are now asking for a radioactivity permit for transit through Poland. They stated: "So what you need is to pay for this radioactive clearance that has been done for all your goods before you are allowed full customs clearance to your address." I urgently request an inspection of the live animals and a contact number from Alibaba in Italian to address this matter promptly. Thank you!
Reported by GetHuman-facinlid on суббота, 26 сентября 2020 г., 12:17
Hello, I am a buyer representing the company MAVI srls. I'm currently facing an issue with our customer, SUA LLC in Kiev, Ukraine. We purchased goods, including [redacted] goats and 2 pigs, from them. The goods are held up by the company FLEET GCL MARITIME LOGISTICS Co. LTD. They require additional payments for Ukrainian customs and a radioactivity permit for goods passing through Poland. This delay has lasted two days. They stated, "So what you need is to pay for this radioactive clearance that has been done for all your goods before you are allowed full customs clearance to your address." Urgently seeking inspection of the goods and a contact number via Alibaba speaking Italian for swift resolution. Thank you.
Reported by GetHuman-facinlid on суббота, 26 сентября 2020 г., 12:18

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