AliExpress Customer Service Issues

Good morning, I am experiencing an issue with order ID [redacted][redacted] placed on 04/26/[redacted]. Upon receiving my item, I noticed it was scratched and had a missing handlebar. I discovered this unfortunate condition while attending the birthday party of a friend's child. Despite the item appearing used or second-hand, the family decided to keep it and repair it themselves. To apologize, I bought another gift for the child and requested a refund for the damaged item. Unfortunately, AliExpress instructed me to return the item, which I am unable to do. I seek compensation for the damaged item, the additional expense for the new gift, and the emotional distress caused. I look forward to your response and hope for a positive resolution.

Rob B. 29 Atherton Place Harrow, England, United Kingdom Zip Code: HA26QP +44-[redacted]5 [redacted] Regarding Order Number: [redacted][redacted] from COLHU Store, After checking the tracking, I noticed the item was sent to Spain instead of the United Kingdom, which is incorrect and the item is now out of stock. I contacted the seller, and they advised me to raise a dispute to process a refund. However, I was informed that I have to wait 10 days after the arrival date to do so. I need the seller to update the order status promptly so I can start the dispute process and receive my refund to purchase an alternative item. Thank you.

Hello, I am looking to exchange the footwear size in my order. My Order ID is [redacted][redacted]. I initially ordered a EUR 43 but would like a larger size, EUR > 44, which is slightly bigger. Unfortunately, the seller did not respond to my messages regarding the size change request, and now the product has been dispatched without the alteration. Due to the unresponsiveness of the seller, I am left with a product that will not fit me upon arrival. As the product listing has been removed now, I seek assistance with a return and refund process. I made efforts to communicate with the seller well before the dispatch date, but my requests went unanswered. The product in question is VANS FLAME SK8-HI OLD SKOOL SLIP ON couple casual shoes men's shoes women's shoes low-top from Shop[redacted]63 Store. Thank you.

Hello, I recently made a purchase on AliExpress, and unfortunately, some items arrived broken. When I tried to request a return expecting to receive a "free return or local return prepaid label" as advertised by AliExpress, I was instead instructed to send the package back to China for a refund, which is not feasible due to the weight and cost involved. After some back and forth, they acknowledged the error and told me to select "local return" instead of "item broken" and "return/refund," which was not initially clear. However, they are now claiming that a dispute judgment cannot be canceled. With only four days left before the return deadline, I'm stuck. Any help on resolving this issue would be greatly appreciated. Thank you.

I recently updated my email address with my email service provider but now I can't remember my Aliexpress password. The problem is the recovery notifications are being sent to my old email address which I deleted, and I forgot to update my new email address on my Aliexpress account. As a result, I need help recovering my account where all my purchases and wishlists are stored. How can I reset my password without access to the email linked to my account? Can the recovery notifications be sent to my phone number instead? What is the process for verifying my identity and recovering my Aliexpress account?

Hello, I would like to address the issue I am facing with a recent purchase. I bought two pairs of pants, but unfortunately, the size didn't fit me. I initiated the return process and followed the instructions provided. However, when the warehouse received the package, they only acknowledged one pair of pants for the refund instead of both. It has been since March, and I have not received the refund for the second pair yet, which amounts to €12.35. I have attached all the necessary evidence to support my claim and would appreciate it if you could resolve this matter promptly. Thank you for your attention to this issue.

I suspect that this company is attempting to deceive me. I placed an order on April 7th, and after they mentioned that my package was being shipped, I received a tracking number that turned out to be invalid. The tracking shows it's still in China. When I checked on USPS, it provided different information as of April 29th, but there haven't been any updates since then. I reached out to the company again, and they asked me to wait another 3 to 7 days. Today marks the 7th day, and I still have not received any updates. This has been going on for almost 2 months, and it's truly frustrating. I am now seeking a full refund from the company and have no intention of making any future purchases from them.

Order [redacted][redacted] from seller VitalityKK Store was placed on April 28 at 14:45 and payment was made promptly. The seller informed me on April 28 at 18:06 that the 4 items in my order were discontinued and advised to cancel. Despite the seller's assurance that the items were not shipped, my account reflects they were delivered, which is inaccurate as I have not received anything. The refund process is ongoing, but it seems there have been complications in resolving the issue. I have requested the seller to contact AliExpress to expedite the refund and clarify that the items were not dispatched. It's frustrating not knowing the status of the refund. I have saved the entire conversation with VitalityKK Store in my AliExpress messages. I trust a resolution will be reached soon for order [redacted][redacted]. Thank you for your prompt attention to this matter. Regards, A.P.

On March 5, [redacted], I purchased an "Android 8.1 for [redacted] to [redacted] Mazda 6 Multimedia Car DVD Player Navigation GPS Radio" device from the Aliexpress website with order number [redacted][redacted]. Upon installation, I noticed that the device lacked a connection cable to the car's information display. Despite my attempts to resolve the issue locally, the Aliexpress seller, Runav Store, simply informed me that the device did not support the car's original display. I expressed my dissatisfaction with the discrepancy between the product description on AliExpress claiming compatibility with my car model and year, and the actual functionality. Seeking a resolution, I requested the manufacturer's contact details from the Runav Store, but the email addresses they provided did not yield any responses. Ultimately, I find myself in possession of a device worth approximately [redacted] euros that, despite advertising compatibility, fails to support one of the fundamental functions of my car – the information display.

Regarding my order number [redacted][redacted], it appears to be shipping internationally from China. When I was placing my order, I distinctly remember being given the choice between a slightly more expensive U.S. option and the Chinese option. I willingly paid extra, assuming it would result in faster delivery. Unfortunately, it seems that both options are delivering within the same timeframe. Given this discrepancy, I am kindly requesting a refund for the price difference, as the option I selected misled me to believe it would expedite the arrival. Thank you.

Hello. I received a tablet yesterday that I believe was mistakenly ordered with my address by someone, potentially from technik-schnaeppchen-shop, a suspicious shop. I had ordered an iPad from them and never received it. However, I received a non-original tablet yesterday that I suspect may have been ordered from your shop. Could you please confirm if this address belongs to you? H-[redacted], Postbus [redacted], [redacted] AB Schiedam, Netherlands I can provide a photo of the packet if needed. It would be greatly appreciated if you could investigate who placed the order and when it was made from your shop. I plan to inform the police about this incident on Tuesday. Previously, I reported the technik-schnaeppchen-shop issue to the police along with others who faced similar problems. We are all hopeful that those responsible for the fraudulent activities will be identified soon. Looking forward to your response.

I placed a significant order on AliExpress with 12 separate orders and unfortunately, I did not receive 14 items that I had purchased. Despite my efforts to resolve the missing item dispute with the seller, they are claiming all items were included, which is not accurate. I have thoroughly checked my order multiple times. I am unable to provide physical evidence other than my statement, as I personally received the package. I am considering contacting the delivery company even though I accepted the delivery myself. Furthermore, I am awaiting another order from the same seller where I am missing 4 items, and 3 of the items arrived damaged, totaling over $20. I feel frustrated and unsure about next steps in resolving these numerous issues.

Hello, My account was disabled by AliExpress because I allegedly violated rules. AliExpress was contacted, but they couldn't help. There are still 4 pending orders that cannot be deleted or disputed. I purchased over €[redacted] worth of shoes. However, no shoes have been received. I live in Germany, the delivery address is also in Germany, but the items were sent to Spain, Turkey, USA, and other places. I opened a dispute since I should not pay for items I didn't receive, then my account was deactivated. And then I am the one breaking the rules??? This is outrageous. Please cancel all outstanding orders, provide refunds, and delete my account. AliExpress is definitely not recommended. The customer service is the worst. As I mentioned, over €[redacted] worth of goods were not delivered, and I am being blamed? Outrageous. Best regards

I recently purchased a 9" Car Radio Navi Player with Android 10.1, a camera, and a Canbus cable from the seller. After receiving the order, the seller contacted me to choose a different camera model, which they said was better than the original 1080P camera. They offered to refund the difference in price if I applied for a dispute after receiving the items. However, I only received part of the refund, with $8.96 still owed to me. From the first day of use, the Android system has been malfunctioning. It restarts by itself, operates slowly, freezes often, and the screen sometimes flashes and blacks out, with only the button lights on the right side working. When I raised my concerns, the seller claimed it would improve over time, which I find unreasonable for an electronic device. Additionally, the Canbus cable sent was incorrect, and now the device has completely blacked out. The seller accuses me of tampering and has initiated an unreasonable 15-day claim process. I am seeking a full refund to resolve this issue, but the seller has blocked my messages, and I'm unable to contact AliExpress Customer Service. I have provided evidence through videos and photos for reference.

Dear Sir or Madam, I am disappointed to discover that Alibaba has placed me on the seller side instead of the buyer side in a dispute. I did not receive the purchased item and it was sent directly to the post office without my knowledge. Despite the seller's responsibility, I have not received a refund for the purchase price and shipping costs. Alibaba has not provided a satisfactory resolution to my repeated inquiries. After consulting with my lawyer, I am entitled to a full refund of the total amount paid. If this is not resolved promptly, legal action will be taken. Sincerely, E.Z. Beppener Str. 57 [redacted] Bremen Germany

I am displeased with the way my case was handled on AliExpress. A seller named Moonlass failed to follow the return procedures and did not provide their address promptly. Although I returned the item on May 25, [redacted], AliExpress closed my dispute prematurely without informing me, allowing the seller to keep $96.45 and an additional $29.00 for postage. Moonlass knowingly deceived me, yet AliExpress Customer Service is unresponsive.

I have not received the goods I ordered. The dispute was closed without considering my evidence. It claims the items were returned by the courier, but I never received them. I have been using Aliexpress for years, and this is the second time recently that I have faced this issue. The tracking information shows the parcel was sent back to China. I have CCTV evidence that no parcel arrived at my address on the specified date and time. I need Aliexpress to provide proof that the item was actually posted to me, as I have proof it wasn't delivered. The seller has a history of negative feedback due to undelivered items. There is no tracking number available to check with Royal Mail, and they only accept compensation claims from the seller. This situation feels like a scam, and I am requesting a full refund of £30.

Hello AliExpress Service, I believe my Google account has been compromised. I recently received an email stating that a new AliExpress account was created using my Google email. My active AliExpress account is [redacted] in Germany. My last order was placed last year without any issues. The concerning part is that an order was made this morning at 05:04 (German Time) using my other Google email address, [redacted], which I have never used for AliExpress. The order number is [redacted][redacted] under the name "Lepon Me." I am seeking assistance on how to address this situation. Best regards, Michael Fischer [redacted] Germany

My initial comment was clear. I am seeking clarification on the charge of CHF162.06. Previous complaints from other customers do not address my specific inquiry. In Switzerland, customers should not have to decipher billing details themselves. The lack of a help desk raises concerns about transparency. I expect a detailed explanation within a week. Failure to do so will result in a formal complaint to the bank that issued my Mastercard. I will refrain from placing future orders and will advise others to scrutinize their accounts. I acknowledge that this issue may not be directly caused by you, but accountability is necessary. Thank you, Michael Caine.

Hello, I received order [redacted][redacted] on April 21st. Unfortunately, the film I purchased was bent and unusable. After contacting the seller for a replacement, they provided me with tracking number 6A[redacted]5, claiming the item was shipped. However, after checking with the shipper, I discovered it was meant for another French customer. The seller then issued a new tracking number, 6A[redacted]2, but once again, the package never arrived, going to another customer instead. Now, the seller is requesting that I pay 14€ for reshipping, offering a 13€ discount. I find this unacceptable as I have already paid for the product and shipping in full. I am reaching out to express my frustration as the seller refuses to refund or send a replacement without additional payment. I believe LM MAO STORE should not be allowed to operate on AliExpress, tarnishing the trust customers have in Alibaba platforms. As a shareholder in Alibaba stocks exchange, I urge you to blacklist this store for their poor service and unreliability. Any assistance in resolving this matter would be greatly appreciated. Sincerely, Sylvain A.