Alibaba Customer Service Issues

Hello, I recently made a purchase from a supplier. Initially, I ordered 20 pieces, but unfortunately, 13 of them arrived severely damaged. The supplier did not check the quality before shipping the order, which is unacceptable. When I asked for a refund and sent videos of the damaged items, they insisted I return them at my own expense, costing me $[redacted]. They would then replace the items at an additional cost of $[redacted] for shipping. This is unfair as it is not my fault they sent damaged goods. I threatened to report them to Alibaba and the consumer protection office, but they are now asking me to pay for the return. It's frustrating, and I refuse to accept this unjust situation. The company's name is Dongguan Yiou Clothing Co. I hope to find a resolution soon.

I purchased a product from an Alibaba supplier/manufacturer. The supplier efficiently manufactured and shipped the product, maintaining good communication throughout. Unfortunately, the shipping was delayed at Long Beach Port Authority due to COVID restrictions on available truck drivers. This caused the product to sit at the port for an extended period, exceeding the Alibaba Trade Assurance timeframe. Upon finally receiving the product on March 1, [redacted], I promptly tested it within two weeks. Regrettably, I discovered it was broken on March 13, again within the two-week timeframe. Despite reporting the issue promptly, the manufacturer cited the time limit under Alibaba Trade Assurance and did not issue a refund or replacement. Instead, they have been sending replacement parts and providing guidance on repairs. As of April 26, almost two months since receiving the product, I am seeking either a new product with an extended warranty and revised timeframe or a full refund.

Hello, On April 28th, I placed an order with a company from your list of suppliers for the delivery of a YAMAHA KEYBOARD TYROS 5 - 76 KEYS to FRAYER ELECTRONICS in Los Angeles. The agreed price was $[redacted] for delivery to France. However, they refused payment through Alibaba Trade and requested payment through Western Union. I made a $[redacted] payment on April 28th. Subsequently, the company issued an invoice stating they would ship 5 devices and requested an additional $[redacted], which I declined. Since then, they have refused to ship the product and are withholding the amount I paid. I believe this supplier is fraudulent, and I am puzzled as to why Alibaba includes such suppliers in their list. I kindly request your intervention with this supplier to facilitate a refund for me. Best regards, Louis L.

Good evening, I am reaching out regarding a fraudulent incident on your website. I fell victim to a scam involving a purchase of an iPhone 11 Pro from a person claiming to be Mr. Johnson J. of the Johnson Group. After transferring €[redacted] through MoneyGram, I never received the phone as promised. The individual provided a phone number, +1 [redacted], and stated he was located in Virginia, America with a postal code of [redacted]. Despite assurances of delivery within 3 to 4 days since 04/22/21, I have not received any updates. I have learned the person's real identity and wish for a resolution to be found swiftly as I have been defrauded. I have lost trust in using your platform due to this unfortunate experience. Thank you for your attention to this matter. Best regards.

I require assistance. My name is Valdmir Horacio Marame from Inhambane province, Maxixe city, Mozambique. On May 3, [redacted], I sent $[redacted] USD via MoneyGram to Nataliia Samokhina in Lviv, Ukraine ([redacted]). The funds were meant for purchasing laptops from Alibaba sellers. Subsequently, on May 10, [redacted], I paid $[redacted] USD as an insurance fee to Vitalii Butochnov in Lviv, Ukraine ([redacted]) for the same package. Reference numbers are [redacted]6 for the first transaction and [redacted]4 for the second. I am now facing a lack of communication from the recipients regarding my package delivery and refund.

Hello, I made a purchase on AliExpress, and the seller is clearly treating me like a fool. I selected shipping from their "warehouse in Germany," but after several days with no updates, I contacted them on May 8th. They said they would send me the tracking number after the shipment and mentioned that they would determine the shipping date after "their" weekend. On Monday, May 10th, I canceled the order, and 40 minutes later, they claimed to have already shipped the order. I contacted them to express my dissatisfaction, stating that I no longer wanted the order. They insisted that they had sent the order several days prior, even though the day before, they clearly stated that the order had not been shipped yet. For many days, they kept evading my questions and providing irrelevant responses. On May 15th, I decided to check the parcel tracking online and discovered that it was marked as being prepared in China, despite choosing the warehouse in Germany. When I asked for clarification, they said, "we will send you the correct tracking number." Today, May 17th, the tracking shows that the package is being prepared by the sender! Consequently, I am requesting an immediate refund and demand that this seller (ZWNAV) stops treating me like a fool. Additionally, I am reaching out to you because there is NO way to get assistance from AliExpress - I cannot contact them, and even on Facebook, AliExpress does not respond. I hope you will address the issue with this EXTREMELY DISHONEST seller. Sincerely, Mael P. Order: YT[redacted][redacted]

Hello, my name is François ILERET, and I am in France. On April 3, [redacted], I ordered Graphics Card from a company called Pengfaies through the Alibaba website. I paid for 18 RX5700XT Graphics Cards totaling 8,[redacted] USD with my credit card. However, I have not heard back from Mr. Hou, my contact at Pengfaies, and discovered that the website and products have disappeared from Alibaba. On April 13, I initiated a Trade Assurance Order for a refund. The Case No. is [redacted] - Order No. [redacted][redacted]. I provided all the necessary information to Alibaba through their dispute system. I am uncertain if I will receive my money back. I feel lost with no communication, only automated messages. Your assistance in resolving this matter promptly would be greatly appreciated. Best regards, François ILERET.

I am dealing with a situation involving PayPal and a supplier who is harassing me as if I am a criminal. I have been attempting to cancel my order since the third day after the sale because the product is not authentic as advertised. This was my first purchase through Alibaba and it may be my last. The refund request and seller misconduct reporting functions are disabled. The seller shipped a product that is not Gavita as advertised and is of the wrong wattage. Now, the supplier is harassing me and claiming to have sent a different product. The advertisement did not mention a replacement; it only stated "our best seller." I refuse to accept the delivery under these circumstances. It is unfair for the seller to force this sale on me when I was promised quality and delivery from a U.S. warehouse but had the item shipped from China with exorbitant shipping charges. Please take any necessary actions to prevent the supplier from enforcing this sale. Thank you, Robert C.

Hello, my name is O.E. Mejia Gonzalez from Colombia. I intended to purchase a new PS5 on your website. After providing my WhatsApp number and email to the supplier for a better deal, I paid $[redacted] through Western Union on May 19, [redacted]. Unfortunately, on May 23, [redacted], the supplier blocked me. I was then contacted by a supposed trade manager who assured me, but they also ended up blocking me. I just want a refund now. I reached out using a different WhatsApp number, but I was blocked again. I seek guidance on any legal steps to recover my money. The initial WhatsApp contact was +1 [redacted], and the trade manager's WhatsApp number is +44 7[redacted]49. Please assist in resolving this matter promptly.

I recently connected with a supplier on Alibaba for an exclusive distribution agreement in New Zealand. The supplier has sent me the agreement via email and on Alibaba, but insists on all documentation being handled through both platforms. They request that I communicate and send the agreement through both Alibaba and email. I am unsure why the supplier requires this method instead of solely using Alibaba. I am concerned about potential risks and whether the supplier might not be trustworthy if they want communication on both platforms. I prefer the safety of sticking to Alibaba for transactions. What are the risks involved if I agree to deal with the supplier on both platforms? How can I protect myself from any potential harm or deception in this situation?

I have been in touch with a supplier on Ali Baba and we have agreed that I will become their exclusive distributor in New Zealand. The supplier has shared the agreement via email and on Ali Baba. I requested to communicate solely through Ali Baba, but the supplier insists on all documentation being exchanged both on the platform and via email. I am concerned about why the supplier is not sticking to Ali Baba only and requiring dual documentation methods. I am unsure if this could result in any issues or potential harm to me. I feel safer conducting transactions solely on Ali Baba, but the supplier wants me to respond on both platforms. I am worried about the possibility of being cheated. What course of action should I follow in this scenario?

Good afternoon! I recently purchased a phone from your company, but unfortunately, it arrived without a charger. As I paid a significant amount for the phone, I am unable to use it now. I would appreciate it if we could find a resolution, otherwise, I may need a refund. Thank you.

Hello Alibaba, I am looking to make a purchase from HEBEI JIUGU AUTO PARTS CO., LTD. I would like to verify if they are a genuine factory, trade company, or supplier. Their main products include car plastic fasteners, car bumper fasteners, rain scratches, and window seal punches. I have been using Alibaba for over 8 years for my business purchases without any issues until I encountered a scammer last week. Company Name: HEBEI JIUGU AUTO PARTS CO,. LTD Operating Address: Dongjiamiao Duaniu Tou Town Nangong, Xingtai Hebei Website: jiugumaoding.en.alibaba.com Sample Address: NO 1, Dong jia miao village industrial parks, nangong city, hebei province, china, postcode [redacted] Phone Number: [redacted]9 WeChat Phone Number: [redacted]7 Contact Name: Wang Yang I look forward to your prompt response.

I purchased 4 dirt bikes and was supposed to get 2 free. I paid the supplier $[redacted] for all 6 bikes. I also paid a significant amount to the IML shipping company for the delivery. However, the bikes have not arrived, and the shipping company keeps asking for more money. I tried to communicate with Martin on WhatsApp, but he never responded. It seems like I have been scammed out of $[redacted] for the bikes and $[redacted] for shipping. I am frustrated and just want a refund. I have evidence of my payments through the bitcoin ATM and have contacted bitcoin support about the scam involving Martin and the shipping company. Please assist me in getting my hard-earned money back.

On May 11, [redacted], I placed an order on Alibaba.com for an excavator with accessories under order number [redacted][redacted]. The seller has been repeatedly breaching the contract. Initially, after I made a $[redacted] US Dollar deposit, the total price was increased by [redacted] Euros, even though the item description stated otherwise regarding the adjustable chassis. The ordered 2.3-ton excavator was unavailable, and I was offered a replacement of 2.1 tons without the accessories listed on the invoice. Upon being informed that the excavator was only 2 tons when it was ready for shipping, the price was raised by another [redacted] Euros, to which I did not agree. Despite attempting to modify the invoice to save 70% on customs duties, suggesting potential fraud, I declined. The original seller chat was closed after I expressed my intent to cancel the purchase due to these issues. Proof, including the full chat history, can be viewed on your platform. The "Cancel Order" button on your platform is not functional for me to receive a refund on my PayPal account. I request a resolution to this situation as I have lost trust in the sellers and will not make any further payments. "Max Li" in the chat stated he is not authorized to refund my deposit, directing me to Alibaba.com for resolution, which I am doing now. Kind regards, Dirk Schumacher (Account name/Email address on Alibaba.com: [redacted]).

Hello, I hope you are well. I recently placed an order for some items, but unfortunately, the delivery keeps getting delayed without any prior notice. Due to my upcoming move, I fear I may never receive the products. Therefore, I kindly request to open a dispute and cancel my order. Here are the details: Order ref: [redacted][redacted] Timestamp: 09:58 on May 6th, [redacted] Seller: WF Factory Store. I appreciate your prompt response and guidance on how to proceed. I look forward to resolving this matter efficiently. Best regards, R.

Dear Community, As a Diamond member of AliExpress, I have been pleased with the service so far. However, I recently encountered issues with the new "combined deliveries" system. In Israel, these combined packages are being held up by Customs, incurring additional costs and delays. Previously, I paid for separate shipping for each parcel, expecting individual shipments as agreed. I am now facing customs fees and duties due to the combined value of the packages. This new method is causing inconvenience and slower delivery times. I urge AliExpress to reconsider this system or provide an option to choose delivery preferences. As a result of these issues, I refuse to pay the high brokerage fee and will not accept the combined packages. Thank you, Jeremy

Hello, my name is Samuel Cassin, and I recently purchased an ice maker machine on Alibaba with Trade Assurance. Unfortunately, the fridge arrived broken and unusable due to damage during delivery. I promptly contacted the seller, who initially agreed to send a new fridge but later started avoiding me. I opened a dispute on Alibaba a month ago, providing all the necessary details and pictures. The seller and Alibaba representatives suggested I contact the shipping company, TNT, for a claim number. Despite contacting TNT 10 times, they refused to open a claim in Israel as I did not pay for the shipment. I forwarded this correspondence to Alibaba with the TNT general manager's signature. However, Alibaba has been giving me the runaround, changing their stance and offering inadequate settlements. After multiple attempts to resolve the issue, I reached out to the help center, but the representative avoided providing me with the supervisor's contact information. It's frustrating and dishonest. As a regular buyer on AliExpress and Alibaba, I just want a fair resolution - to return the broken fridge and receive a new one that works for the amount I paid. Thank you for your assistance. Samuel Cassin

I fell victim to a scam by a seller. I placed an order on July 10th, and despite the seller creating a shipping label, they never sent the merchandise. Upon checking with my warehouse tracking service, I discovered this is a common scam where sellers let labels expire without sending the items. The seller has provided me with false tracking information and has been deleting our messages. Initially, the seller claimed I could track the package, but later said I couldn't. They have been unresponsive or providing inaccurate information when questioned. This is an upsetting situation for me, as I just want a full refund and for the seller to be prohibited from selling on your platform. I doubt I will ever receive the merchandise.

I fell victim to a scam recently after purchasing 2 lawn mowers at an unbelievably low price. Despite the suspiciously low cost, I proceeded with the transaction. The fraudster seller set up a phony DHL website within their network and generated a fake tracking number, falsely claiming my items were delivered to my address. I reported the incident to Alibaba's fraud support team, who unfortunately failed to recognize the fake website and confirmed the fake tracking number as valid. Even after providing evidence using Photoshop to prove the website's illegitimacy, they remained oblivious. Regrettably, my experience with Alibaba's customer care team was extremely disappointing.