AliExpress Customer Service Issues

I recently came across a store called USTAR Official Store, showcasing a stunning silver ring in their ad. It's labeled as the "Classic Six Claw 1 Carat 6 mm Zircon Wedding Ring for Women Jewelry." However, I was shocked to discover the first review, which features inappropriate content. The reviewer discusses the ring while the images are inappropriate and need immediate removal. I have contacted the store multiple times without any response. I urge the store to address this issue and take down the offensive review with explicit images to prevent further exposure to inappropriate content.

To EliExpress Customer Service, Greetings. I have been a loyal customer of yours for many years. Initially, I was impressed by the carefully chosen service of the sellers. However, recently, I have faced numerous issues with my purchases. Some products did not arrive due to price fluctuations in the market. On two occasions, I ordered a phone, but it got lost in transit, and when I tried to reorder it, the price had increased. Despite requesting the seller to honor the original price, I was met with a refusal and had to pay more. Moreover, I encountered incorrect tracking numbers, leading to disputes with sellers who eventually refunded my money. This experience has left me feeling disillusioned. Several products have failed to reach me, disrupting my shopping experience and eroding trust in sellers, some of whom may be dishonest. Though it pains me to say, I believe there is room for improvement in the current system. I sincerely hope that you are actively working to address these issues. Thank you for your attention and understanding. Warm regards, Simona, a dedicated customer

I recently purchased two pairs of Jordan sneakers, only to discover they were fake after doing some research. I managed to cancel the order before it charged my card, but woke up on 2/14/19 at 6:40 AM to find out the money was still taken. They claimed the order had already been shipped, which is frustrating because the shoes are obviously fake. I demand a refund for this unauthorized transaction. If my outfit doesn't arrive in time, I will never shop on Ally Express again. Even if the shoes do arrive, I'll promptly return them because they are counterfeit. Please respond to me promptly, or I will escalate this matter to higher authorities. Thank you.

This is my first time ordering from your company. Unfortunately, my order has encountered several issues. The items I ordered are split up, and I have tried to make payments, but your company blocked them. When I contacted my bank for assistance, they provided me with a contact number, which turned out to be invalid. These items are essential as they are meant to be a birthday gift for my mother's 79th birthday. I am unsure about the charges and why I couldn't complete the payment. I urgently need these items and would appreciate speaking to a customer service representative for guidance. I am anxious that my mother may not receive her birthday present on time. My bank confirmed that there are no issues with my card or funds. The number provided to my bank is not in service. Please ensure this message reaches the appropriate person within your company. You may reach me at [redacted]. Thank you, Darlene C.

I purchased a $[redacted].00 cell phone which stopped working after a month. I missed the dispute deadline as I bought it on Black Friday and gifted it to my daughter for Christmas. She began using it on December 27th, [redacted]. The phone malfunctioned approximately two weeks ago, and I only had the opportunity to address it now. I am seeking either a repair or an exchange. As a frequent AliExpress customer, I hope for a resolution to this matter so I can continue shopping with them. The phone model is UMIDIGI Z2 Global Version with 6GB RAM and 64GB ROM, and it was purchased from the UMIDIGI Official Store.

I am inquiring about the status of my refund. Will the refund be credited back to my card, reflected on the website, or deposited into my account? Order ID: [redacted][redacted] Order Date: 11:11 Jan. 04, [redacted] Store: coolreall Official Store Order Amount: $16.50 Product: Coolreall USB cable for lightning Color: Red, Length: 2m Price: $2.75 x 3 Product: Coolreall USB cable for lightning Color: Blue, Length: 2m Price: $2.75 x 3 The dispute has been resolved, and I would like to know the progress of my refund.

Hello, I placed an order for hair products last Thursday, 2/7/19. The vendor informed me that due to the Chinese New Year, there would be a delay in shipping, and it wouldn't be shipped until the 11th of this month. On Sunday, the 10th, the vendor said my order had been shipped and provided me with a FedEx tracking number. However, when I checked the tracking on Tuesday, it showed no movement. I contacted the vendor, who mentioned ongoing delays. Despite seeing FedEx trucks in my area, the package has not been sent. When I contacted FedEx, they stated there were no delays on their end and they had not received the package. The vendor then claimed snow in China was causing the delay, assuring me I would receive the package on Monday. Unfortunately, no shipment has been made, and I have not received any response from the vendor. I suspect this might be a scam and I am now seeking a refund for my order.

I recently received an email from AliExpress stating that an order I supposedly placed had been canceled due to non-payment by February 14. However, I want to clarify that I do not have an account with AliExpress and did not make any such order. The order number mentioned is [redacted][redacted]. Could you please investigate this issue and provide me with information on what the item in question was? I appreciate your assistance.

I bought a $4.99 Rovtop integral tripod from a seller on AliExpress, but the product I received was not as described. When I contacted the seller, they offered to send a replacement, but I explained that wouldn't resolve the issue as the item was not working properly. I provided photos and videos to support my claim. After not hearing back for a few days, I informed the seller I would open a dispute. The seller agreed, but did not provide a pre-paid label for the return. The dispute deadline is approaching, and I mentioned to the seller the high return cost of $23.50, significantly more than the product's price. I am still waiting for the pre-paid label and seeking a full refund. My attempts to resolve this through AliExpress's automated help center have not been successful.

Order number [redacted][redacted] dated December 11, [redacted]. The order was dispatched and then cancelled with tracking number RG[redacted]15SG. I raised a dispute for a refund on February 6, [redacted]. The seller requested to ship the items after February 13, [redacted], but I disagreed, leading to the dispute. No agreement was reached, and I never received the goods. The dispute verdict stated I must return the goods within 9 days, otherwise, the payment goes to the seller. I had to file a dispute for goods not received as there was no option provided, which is detailed in the dispute reason. The seller seems to be exploiting the dispute process. The amount is around USD 90. Please investigate this unusual case thoroughly before refunding my money. Contact me at [redacted] or email me promptly. Time is crucial as the payment deadline to the seller approaches. Your swift attention is appreciated. Thank you. Rajamannar from Chennai, India.

I am looking for assistance with a dispute regarding an order that was not received within the specified time frame. Unfortunately, the current dispute process does not have a provision for dealing with non-receipt of items or canceled shipments. I am concerned because the system requires me to return the item within nine days to prevent automatic payment to the seller. However, in this case, the item was never received as the order was canceled shortly after. I am seeking a refund of USD 90.28 for the canceled order number [redacted][redacted] placed on [redacted]-12-11. It is important to investigate the shipment status with the seller and withhold payment until this is resolved. I would appreciate if the dispute process could be updated to include situations where sellers fail to deliver the ordered items.

Hello, my name is Loretta Jones. I placed an order on AliExpress for around [redacted] items, and I have been receiving most of them every day. However, yesterday I noticed that out of the [redacted] items awaiting confirmation, three were still waiting to be shipped. Surprisingly, two items, a barefoot ankle chain and a set of 60 nose stud earrings, were sent out last night. The third item that was meant to be shipped was a cigarette case with a rechargeable lighter in gold, capable of holding 30 cigarettes. This item has suddenly disappeared from my list without any notification from the seller. I kindly request for the cigarette case to be added back to my pending orders as it was paid for and is still awaiting confirmation. It should be listed as one of the items waiting to be shipped. Your assistance in resolving this matter and returning the cigarette case to my order list would be greatly appreciated. Thank you.

Regarding order [redacted][redacted], I opted for free shipping, and DHL collected the package on 15/02/09. After paying the Waybill on 16/02/09 for import taxes, DHL assured delivery on 19/02/09. When the tracking status stated the item was returned to the seller due to a dispute over shipping payments, I contacted the seller for a solution. Despite having paid the import tax, the seller hesitated to resend the item and has not cooperated with resolving the issue or providing a refund. While it may be early to open a dispute, since the item is back with the seller, I kindly request assistance in processing a refund. I possess all pertinent documentation from DHL for your reference. Thank you for your help. - G.J.

A year ago, I purchased the Xiaomi Mi5s Plus Premier with 6GB RAM and 128GB ROM for $[redacted] from Aliexpress (order number [redacted][redacted]). Unfortunately, upon receiving the device, I discovered it was unable to connect to the mobile network. I contacted the seller, who suggested various troubleshooting steps that I followed diligently. However, after a month of failed attempts, I realized the seller was not being cooperative. Eventually, I returned the device as per the seller's instructions, but I am now left without either a working phone or a refund. Despite daily communication with the seller and ongoing disputes with Aliexpress, the issue remains unresolved. The lack of support from Aliexpress, including difficulties accessing live chat, has made it challenging to seek a resolution. I remain hopeful for a refund as I no longer wish to keep a malfunctioning phone that is now outdated.

Subject: Order Dispute Assistance Needed Dear Customer Service, I am writing to address a recent dispute on my account regarding an order with the number [redacted]. I am dissatisfied with the decision made on the $23.55 chargeback. The issue arises from receiving a faulty backpack instead of the USB Charger Backpack I ordered. The received backpack is not functional, as the USB charging cable and port are defective, rendering it useless for my needs. I am perplexed by the requirement to cover the $16 return shipping fee for a faulty product. I am willing to return the backpack if a prepaid shipping label is provided since this is the standard procedure on other platforms like eBay, Amazon, and PayPal USA. Having been a loyal customer with over $[redacted] in purchases on AliExpress and several referrals, this experience has left me disappointed and hesitant to make future purchases. I kindly request a review of the dispute and a refund of the charged amount. I have included evidence such as pictures and videos to support my claim for your investigation. I appreciate your prompt attention to this matter. Sincerely, F.V.

Subject: Help Needed with Ali Express Order To whom it may concern, I placed an order for a DIY Die Cutting machine for scrapbooking from the HOME WARE Center store on Ali Express on November 5th, [redacted]. My order ID is [redacted][redacted], and the tracking number provided is RP[redacted]40CN. Unfortunately, after contacting Ali Express, I was informed that there has been a delay in delivery. Upon checking with the local post office, I discovered that the package was delivered to the wrong address. The correct address for delivery is No: 36/2, Jayasri Mawatha, Hospital Road, Dehiwala, the address I provided when making the purchase. I would appreciate your prompt assistance in resolving this issue. Thank you, Kasun P.

Hello, my name is Abdulmonem. My order number is [redacted]. I need your help. The seller has refused to ship my item after 12 days and asked me to cancel by selecting "other reasons," which I declined. I then chose "seller does not want to ship the item." The seller then asked me to select "put the wrong item in the order" and provided a fake tracking number. When I pointed out the discrepancy, the seller claimed it was an error and requested my PayPal account for a refund. He mentioned to check my PayPal account in 5-7 days if the money does not appear. I requested an extension to buyer protection, but he did not comply. I am concerned about the buyer protection period. I am unable to "Open Dispute" as the system requires waiting 10 days after shipment. I would appreciate it if you could review the conversation with the seller.

I purchased a wedding dress with a promised delivery time of 7-15 days. After contacting the seller, they assured me it would arrive by February 19th. Just before my wedding, the seller claimed to have shipped the dress but did not provide a tracking number. On February 21st, I found out the dress had not been sent, ultimately leading me to cancel the order. The seller continuously misled me about the status of the dress. Despite my cancellation, on February 24th, the seller offered to send the dress, further highlighting their dishonesty. I have all communication saved in my account and seek assistance in obtaining a refund. Thank you for your help.

Order Number: [redacted][redacted] I recently had a dispute on Aliexpress regarding a partial refund of 60 euros, which I accepted, but it was later canceled. I proposed not receiving a refund but rather a new working display with a 50% discount. The return shipping costs would amount to 30 euros, and the Greek Post website "elta.gr" can confirm this. Waiting for the seller to receive the display and waiting further for a refund would be time-consuming. As a long-time Aliexpress customer who has spent thousands of euros on the platform, I have never initiated an unfair dispute before. I have made multiple expensive purchases, such as Samsung S8 displays, without any issues. I believe Aliexpress should prioritize supporting loyal customers like myself. If my issue is not resolved satisfactorily, I will make sure to share my experience in reviews to prevent others from facing similar challenges.

Hello, I have been attempting to reach out to AliExpress through various channels multiple times without success. I keep receiving automated messages that do not address my issue, making it impossible for me to report my problem. Despite trying to contact customer service via online chat three times, I have been unable to make any progress. The seller I am dealing with has manipulated the timing, leaving me unable to open a dispute. As a loyal AliExpress customer, I am frustrated with the current system of only receiving computer-generated responses. This has left me unable to resolve my case effectively, as I am stuck interacting with automated messages repeatedly. I appreciate any assistance you can provide. Thank you, A. Dankovics