AliExpress Customer Service Issues

The online assistance attempted to be helpful, but my situation is quite unique. While I can now view my orders, my two accounts remain in disarray. I was forced to abandon my attempts as the online support was unable to fully resolve my issue. It seems that no live representative is accessible to address my concerns. Following the completion of these two orders, I will need to establish a new account and discontinue use of my current ones. This experience has been incredibly frustrating, and I am thoroughly dissatisfied with it.

I placed order [redacted][redacted] on 19th Sep [redacted] with Vbestlife VB Digital&Photo Store. I received and confirmed the package containing a 4K-534KM digital camera with Night-shot and WiFi Network valued at $[redacted]. I didn't test the camera upon delivery. Later, I discovered that the ribbon/connection between the device and the display is broken, rendering the camera unusable. Despite numerous attempts, the store refuses to cooperate in resolving this issue. They have declined to provide contact information for communication. I wish for the provider to repair the camera or send the defective part. I am willing to pay for these services. Thank you. Sarghi S. - Romania

Order ID: [redacted][redacted] I have been waiting for over 2.5 months, and I still have not received this item. Aliexpress keeps telling me to wait. There should be a cutoff time for the item to reach the buyer. Aliexpress needs to understand that buyers have deadlines to meet. We do not purchase items as souvenirs; we buy them for projects. Aliexpress also expects buyers to check with the local post office for the parcel. This is incorrect. Chinese sellers use their courier to ship items, not SingPost in Singapore. Our local post office, SingPost, is not obligated to trace the parcel for Aliexpress. Just as if I buy something from Ebay, can I ask Aliexpress to trace the item for me?

I placed an order with free shipping (Order Number: [redacted][redacted]) through a seller in Israel. The item I received is defective, so I opened a dispute. The seller is asking me to return it to China, which costs about $25. The item cost $52, so losing almost 50% on return shipping doesn't seem fair. Despite multiple attempts, the seller has not responded to my messages. I've been in touch with support agents who advised me to wait until the dispute period ends and reach out. I tried to contact you via chat but was unsuccessful. I believe the support team has also emailed the seller with no resolution. Please review my chat history and help me resolve this. It's not my responsibility that the seller sent a damaged item; they should cover the return shipping costs. I appreciate your assistance. Thank you, Idan.

To Operator Eva, I would like to report an issue regarding a payment made through your platform "Payment E-Commerce Aliexpress.com" for €[redacted].46 using my UniCredit credit card on June 10, [redacted]. The registration date shown is June 11, [redacted]. The payment was for the purchase of 20 non-contact digital thermometers with an expected delivery date of July 7, [redacted]. Unfortunately, I have not received any confirmation email or the merchandise. Please verify the payment I made and use it to trace the shipment of the goods. Kindly send us all the details of our order via email at [redacted]

I recently made a purchase at OneCut Hair store for a wig, but there seems to have been a mix-up. After they confirmed my order and claimed it was shipped, I received a tracking number. Unfortunately, when I tried to track the package, there was no information available. Upon inquiring, they admitted that the item was out of stock, which contradicted their previous statements. Frustrated by the misinformation, I requested a refund of $[redacted].64 as I urgently needed the wig. They suggested using Paypal for the refund, which I didn’t have initially. Reluctantly, I created a Paypal account and provided my details, but have yet to receive any response from them. It's disappointing to be ignored after following their instructions. I hope AliExpress can step in to facilitate the refund process.

I had initially canceled an order, but the seller still sent the item against my repeated requests not to. Despite my efforts to return it, the seller asked me to wait for them to find another buyer in the USA to send the item to. After waiting for two weeks without any address provided, I opened a dispute. Following the instructions from the dispute, I shipped the item back to the return address using the USPS tracking number: [redacted][redacted]44. However, Aliexpress claims I did not return the item in time and awarded the seller the money instead. Despite my attempts to contact the seller multiple times, they continue to ignore me. Your assistance in resolving this issue would be greatly appreciated.

I have ordered 26 items from your company, and it's been almost 3 months with no delivery. I visited the post office twice but found nothing. I am requesting a refund for my order and would like all the items for free. I recently ordered from Lazada and will receive it tomorrow. The delay of 3 months is unacceptable.

Hello. I recently bought some SSDs on AliExpress with order number [redacted][redacted], for which I paid £[redacted].23. Upon arrival in the UK, the post office requested additional payment, but I can't recall the exact amount. I opted not to pay, resulting in the parcel being sent back to the seller. I received a partial refund of £63.33. Despite multiple attempts to reach out to the seller and AliExpress customer service, I was informed to wait initially, then later advised to contact my bank for a refund. Subsequent follow-ups with AliExpress customer service have now led to them stating it's too late to assist me further without the seller's cooperation. Any guidance on resolving this issue would be greatly appreciated. Thank you. Regards, M.

Hello, I recently bought a display on AliExpress. However, upon installation at a smartphone repair shop, it was discovered that the display was faulty with three green stripes covering most of the screen. I initiated a dispute on the platform and the seller requested photos and a return. Due to high repair costs in Australia, I explained I couldn't afford an additional $60 for uninstallation plus the $55 for the screen and $60 for installation. Despite agreeing with me, the seller processed a refund with a return on AliExpress, which was not what I wanted. The seller is unresponsive now, and the platform prompts me to either "print return address label" or "clear dispute." I am unsure what to do as I can't find answers in the help center. Any advice would be appreciated. Thank you for your assistance.

Today, I received a parcel, but upon opening it, I realized it wasn't something I had ordered. I noticed that my address label was placed over another label belonging to someone named "Marcel Robben" with tracking number NL[redacted]31, no order number or street address visible. My shipping label, with tracking number NL[redacted]37, was placed over Marcel Robben's label, indicating a mix-up. It seems that I received Marcel Robben's parcel instead. The seller is Zhangqun Chen (tel:[redacted]2). I am concerned that one of my orders, mistakenly labeled with Marcel Robben's information, might now be missing. I am looking for a way to identify which of my orders corresponds to the shipping label I received, so I can notify the seller to arrange for the correct item to be shipped to me.

Hello, I recently made a purchase on AliExpress from a seller worth £[redacted] for some resistance bands to use for myself and my friends. However, the seller only sent me 6 bands instead of the 30 I ordered. After multiple unsuccessful attempts to resolve the issue, I decided to return the items at my own expense of £22 using FedEx. Unfortunately, I am facing challenges reaching AliExpress customer service for assistance. This has been a disappointing first experience with AliExpress, as I have made numerous successful purchases before. My email on the platform is [redacted] and my order ID is [redacted][redacted]. Thank you, Wojciech M. 8 Cottingley Fold, Leeds, UK

I am currently experiencing a significant issue with the individual I purchased my iPhone from. I have tried to communicate with them online, which is the only way to reach them, and requested a return label to send the non-functional phone back. Despite explaining multiple times that the phone is not powering on, they continue to question me. As a dissatisfied customer, this is my first iPhone, and the inability to use it has left me feeling like I've wasted money. They claim a 6-month warranty, so why are they hesitating to provide a return label? After a week of back and forth, they still haven't issued one.

I ordered hair bundles from a seller on July 3rd. The seller provided tracking number [redacted], but there were no updates. Seller mentioned COVID-related delays and later claimed the order was delivered using a different tracking number, [redacted]. However, the original tracking number still showed no updates. I live alone in an apartment and no one confirmed receiving the package. The seller advised to check with family and neighbors, which wasn't feasible. The new tracking number showed a DHL package left at my door, despite me not being home that day. When I complained and opened a dispute for a refund, the seller changed details on Aliexpress to match their claim. Despite providing evidence, my refund request was rejected, leaving me with no order or refund after almost a month. I seek a resolution urgently to receive the products as paid or a refund for this mishandled situation.

I have been attempting to obtain a refund from a seller on AliExpress for over two months now. This was my first time shopping on AliExpress, and unfortunately, Cexxy turned out to be the worst vendor I dealt with. The day I received the hair, 05/18/20, I contacted them to express my dissatisfaction. Despite their suggestion to wash and condition the hair, it did not improve. After agreeing to return the item for a full refund and postage reimbursement, I shipped the parcel back. The seller confirmed they received it on 06/24/[redacted] but failed to follow up or provide a refund. In my recent communication with them, they claimed their warehouse cannot reuse the wig, leaving me without the money or the product. Feeling scammed and deceived, I was unaware I needed to open a dispute as I trusted the seller to refund me directly. I have evidence of the poor quality of the hair and our discussions. Where should I forward this information for further assistance?

Hello, Order number: [redacted][redacted]. I find the response provided, which is to refund my order, unsatisfactory and illegal. I am entitled to receive the product I ordered. It is not acceptable to refund me and terminate the transaction due to a price display error on your part. This would imply that all transactions on AliExpress are: - suspicious - subject to arbitrary cancellation - with no guarantee regarding displayed prices. On what legal basis, from your terms and conditions, do you refuse to deliver the product I: - ordered at the price you set??? - fully paid for??? Please: - promptly deliver my order. - provide me with a precise and convincing explanation for the cancellation of my order from your end.

After buying an item that was supposed to ship to the US, the seller tried to charge me an extra $[redacted] for shipping. I declined and asked to cancel the order. They went silent. I proceeded with the cancellation. Later, they mentioned they found a different shipper. I agreed to halt the cancellation. I inquired multiple times about the shipping status. They provided tracking details leading to a prior order from [redacted]. When I asked again, they claimed the shipper refused to deliver the item. They agreed to refund my payment. However, due to it showing as shipped, I am unable to cancel the order or request a refund. They possess a significant amount of my money from this custom order. I have lodged a complaint via PayPal and urged the company to process the refund through them. They insist I can request a refund on AliExpress, which is not feasible for me. Additionally, I am struggling to get assistance from a customer service representative in resolving this matter.

Subject: Issue with Shipping Method and Fees - Order Number [redacted] Dear Sirs/Madams, I am writing to address my concerns regarding the recent order I placed for the dress from the link: [redacted]. My order number is [redacted]. While I received the dress a few weeks after ordering it in April, I was taken aback to receive a notification from the toll/customs station in Germany last Saturday, indicating that I need to pay a high fine of approximately $60. The issue stems from the fact that the product was shipped via TNT/FedEx, leading to unexpected fees. If it had been sent using the more cost-effective China Post Registered Air Mail, I could have avoided this additional cost. This discrepancy in shipping methods has resulted in unnecessary expenses for me. Moreover, upon inspection of the bill, I noticed that the listed value of the item is $32, while I actually paid $16.46. This discrepancy in pricing may have contributed to the excessive fees incurred at the customs/toll station in Germany. Had I been informed of the shipping method and potential extra charges beforehand, I would have reconsidered accepting the package. Unfortunately, the delayed arrival of the bills from TNT/FedEx and the German customs office has hindered my ability to dispute these charges in a timely manner. I am dissatisfied with the handling of the shipment and the unexpected fees incurred. I kindly request a refund for the additional costs related to the shipping and customs fees. Thank you for your attention to this matter. Yours faithfully, Jael Cheng

Hello, I am reaching out about order number [redacted][redacted]. I am dissatisfied with the service and the outcome. The dispute system I accessed from my iPad failed to allow me to upload video and photo evidence. I encountered errors three times when prompted to fill in a field that did not permit any text input. I am seeking assistance from customer service, preferably in Spanish. Alternatively, I would appreciate guidance on how to email them the dispute details. To summarize, one of the three products I received is not authentic V6. It is less bright and has a cracked optic. I requested a partial refund of €6.98 or an original V6 LED flashlight due to the lack of branding on the product. Thank you.

Hello there, I recently started using Shopify for dropshipping and received my first order a few days ago. However, when trying to place the order through Oberlo, it gets canceled right away, with an error message stating: "We had to close this order due to account security concerns. Error Code: CSC_[redacted]." I'm unsure how to proceed. I'm eager to continue running my store successfully, but if I can't resolve this issue, it may hinder my business. Any advice on resolving this particular error message and unblocking the situation would be greatly appreciated. Thank you.