AliExpress Customer Service Issues

Dear AliExpress Customer Service, I am experiencing an issue with a seller regarding a missing order. The original order was placed on 31.07.[redacted] with Order ID: [redacted][redacted]. Despite the seller claiming it was returned, I did not receive the item. A new order was placed on 22.10.[redacted] with Order ID: [redacted][redacted], but that also did not arrive. The seller suggested a refund of $14.33 as a discount on a new order, which I accepted. However, upon requesting a refund for the new order, I was instructed to choose a personal reason, which resulted in a refund of only $0.01. The seller assured me they would refund the full amount, still pending. I seek assistance in resolving this matter promptly to receive the correct refund. Thank you for your attention to this issue. Best regards.

I am a dedicated shopper on Ali Express. I recently purchased three Bluetooth headphones under order number [redacted][redacted]. I am familiar with the S530 headphones, and the ones I received are clearly counterfeit. They have poor Bluetooth connectivity, limited range, and a short battery life. I have opened disputes for all three items. The seller requested a video as proof of the issue. I explained that it is impossible to showcase Bluetooth range and battery problems in a video. I believe the seller is aware of the low quality of the products they are selling. The monetary loss is insignificant, but I urge Ali Express to prevent such sellers from taking advantage of customers and tarnishing the platform's reputation. I hope my issue is addressed promptly. Thank you for your attention. Cem Cüneyt ÖZTÜRK Zürich, Switzerland

Hello, this is Loretta Jones. My email address is [redacted] I am frustrated because I am still waiting on 58 orders. I recently noticed some inconsistencies with the delivery status of my items. One item, a ring I ordered on the night of the 16th, supposedly shipped on the 17th and was marked as delivered on the 18th, which I haven't received. Now, I received a message from the sellers asking to rate the delivery of a foot bracelet that I have not received either. I checked the tracking information, which initially showed the package at the top, but now it's at the bottom marked as delivered, which is not accurate. All my items usually go in the mailbox, but none have arrived. I am unsure if it's the delivery people or the website causing this issue. I have had similar problems with previous orders as well. I am feeling confused and would like to have a live chat to resolve this issue because my messages are not going through properly.

Hello, I placed an order (number [redacted][redacted]) for a winter jacket from the SKINNWILLE Official Store on 12.11.[redacted]. While I patiently waited for my parcels to arrive, everything else from the order came except for the jacket. I discovered that the order status is marked as Finished, and I missed the buyer protection time to open a dispute. I have tried reaching out to the store, but they are not helpful. Despite my attempts to explain the situation, they only keep repeating that the parcel is on its way. However, my local post office confirmed that the parcel is lost. At this point, I hope to either receive the jacket I ordered or get a refund. I am disappointed with the lack of communication and resolution from the store. I urge you to help me resolve this issue as I value your customer service. Thank you, Klara S.

I recently sent back an item using SmartPac from Singpost with the tracking number SM[redacted]99SG to the seller at Singapore P O Box [redacted] in Changi Airfreight Center. The media player I received with order number [redacted][redacted] is not functioning. I have received conflicting information from AliExpress through email, Customer Care, and the seller. AliExpress has asked me to provide tracking details by 27/1/[redacted] to avoid the payment being released to the seller. I am unclear about what additional tracking information is needed besides the order number, tracking number, and seller's address I have already provided. I am concerned about the situation. A representative named [redacted] assured me she would handle my case and keep a record of our conversation for future reference. I am eager to receive a clear update on the status of my case.

I recently purchased an item but had to cancel due to the seller's slow shipping process. Despite canceling the order the same day and placing a new order with a different seller, I received an email the next day at 3pm stating that my cancellation request for Order No. [redacted][redacted] had been rejected. The seller mentioned they had already shipped the item, apologizing and asking for understanding. I find this unacceptable as I had canceled the order prior to the shipment. Despite contacting customer service multiple times and being advised that the seller was at fault, my dispute was rejected, even after an appeal. AliExpress stated that since the item was delivered and accepted, the dispute was invalid. However, the main concern remains that the item was shipped after I had canceled it, causing unnecessary inconvenience and cost.

I placed orders for these shipments some time ago. Unfortunately, the mobile number I provided with the shipments was lost along with my device. Consequently, the shipments have the wrong mobile number attached to them. Despite my attempts to resolve this with the sellers and AliExpress support, I was informed that nothing could be done since the shipments had already been sent. I was assured by AliExpress support that the shipping company would reach out via email if the mobile number was incorrect. However, no emails have been received and the goods have not been delivered, even though the tracking information states otherwise. This situation is quite perplexing as I have not personally received or signed for any packages. Visiting the office did not yield any useful information on tracking the shipments with the LPXXXXXXXXXXXX code. I am puzzled by the delivery status showing as "delivered" when I have received no goods. I would appreciate it if this matter could be investigated to determine who received the goods in my place without my knowledge.

I have an ongoing dispute regarding my order #[redacted][redacted]. The dispute is due to a lack of communication from the seller regarding a partial refund request. I received installation instructions for the radio but not the user manual or operational guide, making it challenging to utilize various features. Despite explaining this to AliExpress in the dispute, they deemed my reason invalid and mentioned that the seller provided installation instructions, which were not what I required. I have no intention of returning the item, but I believe a partial refund is justified if I cannot receive the necessary guidance. I have provided additional pictures to support my claim and have attempted to contact the seller, only to receive an automated message stating their unavailability for the next 15 days. With my dispute set to expire during this period, I am unsure how to proceed. Your assistance would be greatly appreciated. Thank you.

Hello, I am TE Walker, a loyal customer of American Ali Express. I recently purchased two phones from the website but have not received them. The tracking number for the phones is LB[redacted]72SG. Although I lodged a complaint with Ali Express, it was deemed invalid. I also reached out to the U.S. Postal Service and filed a claim with reference number CA[redacted]66. The postal service informed me that my full address, including door/apt. number 4C, was not printed on the package. It was also not insured, and no signature was required for delivery. The U.S. Postal Service confirmed these details on USPS.com. In the past, I've had successful deliveries from Ali Express with the correct address information. I request either a refund for the two phones, totaling $[redacted].73, or a redelivery with the correct address and signature confirmation. For a swift resolution, kindly contact me at my email [redacted] or my phone numbers [redacted] and [redacted]. I value being an Ali Express customer and hope for a prompt solution. Thank you. - TE Walker

I purchased a couple of dresses, each costing around $4.60. I entered the correct address and completed the payment. After about a month, I received a notification that my dresses would be delivered the next day. However, I didn't receive anything. I checked my AliExpress account and saw that the package was delivered to Bradley, Illinois instead of California. I have been waiting for two to three weeks with no update. I filed a dispute, but I have not received a response. Although I paid $4.60 for each dress, they are offering a refund of only $4.20 per dress, not the full amount. It's frustrating to lose money and my packages due to a mistake that wasn't my fault.

I'm having trouble with the site not accepting my password and not allowing me to reset it. Sometimes my Wi-Fi is unreliable, so I prefer using my phone number [redacted] for security. Can a security question be sent for verification? I have items in my shopping cart, but I keep getting an error when entering the validation code and it says my password is incorrect. Your assistance is appreciated. Thank you.

I need assistance with resetting my password to make purchases online. I am experiencing difficulty with the validation process not accepting my current password. Additionally, the spot to enter the 4-digit code does not function correctly. I have been attempting to address these issues without success. Due to inconsistent Wi-Fi signal on my computer, I am unable to log in to my email regularly. To verify my identity, please request a security question. Thank you for your help.

Order Number [redacted]: [redacted][redacted] Carrier: ePacket Tracking Number: LM[redacted]05CN I placed an order back in November [redacted] that has still not arrived. Despite reaching out to the seller and being informed that the package was delivered in Canada, I contacted Canada Post to investigate. However, after several weeks, there has been no progress from Canada Post except for creating a ticket for the search. Upon tracking the package on AliExpress, it shows that the item was returned to the seller. This situation has been going back and forth and I am running out of patience. I would appreciate assistance with this matter. Thank you, Sylvia

Hello, I made a purchase in January. When I checked the tracking information, it indicated that the item is currently on hold. Unfortunately, I do not have the seller's contact details to reach out directly. When I last tracked the package, it showed that it was returned. I am quite concerned as my item is past the expected delivery date and there have been no updates provided. I was expecting it to arrive by now. Some form of communication would have been greatly appreciated, but I have not received anything. I urgently require my order by tomorrow. Thank you.

Regarding Stema hair order: [redacted][redacted]. I recently received the product, and I am disappointed with the quality. After contacting the seller, they have been unresponsive. I have been notified by FedEx about import duties of £15.50, allegedly informed by the seller. I am concerned about potential legal issues if payment is not made. I am requesting a full refund and for the seller to address the import fees with FedEx promptly. Thank you.

I opened a dispute citing the reason as "item not as described --> Size not as described." The pants I received were significantly smaller than the size stated in the chart. I have provided all the necessary evidence to support my claim and should be entitled to a full refund without the need to return the item. However, for the past year, Aliexpress T.M has been unreasonably rude and lacking in integrity, going against its own buyer protection policies. They are now insisting that I return the item in order to receive the refund I am owed, regardless of the circumstances. This behavior is disrespectful, discriminatory, and completely unacceptable. I have suffered financial losses due to these unjust demands from the Aliexpress team. I have not returned the item, resulting in the money being refunded to the seller. This unjust treatment needs to cease immediately.

I opened a dispute due to the item not being as described in terms of size. The pants I received were significantly smaller than indicated on the size chart. Providing all necessary evidence as required should result in a full refund without having to return the goods. However, in the past year, Aliexpress has been disrespectful and unfair by insisting I send back items to receive a refund, contrary to their buyer protection policy. This treatment is demeaning, discriminatory, and absolutely unacceptable. I have faced financial losses due to the unreasonable requests from the Aliexpress team. I have not returned any items, leading to the release of funds to the seller. This behavior needs to be addressed immediately and stopped.

I recently signed up on AliExpress as a new customer and was excited to receive the $3 discount coupon. However, I have encountered difficulties while trying to apply the discount to my order. I feel frustrated that despite my efforts, it seems like the discount offer was not genuine. The lack of proper customer support and the challenge to reach a real person for assistance have added to my disappointment. It is disheartening to spend so much time navigating these issues just to place an order. I believe that if a discount is offered, it should be honored without causing inconvenience to customers like me. I have reached out through messages and attempted to contact support, but if my concerns are not addressed within the next 24 hours, I will be compelled to take my business elsewhere. Time is valuable, and this experience has left me feeling undervalued as a customer. I hope for a resolution soon to continue shopping with confidence.

I placed an order for kid's shoes in October last year, but have yet to receive it. After tracking the package, I found out it reached my local post office but could not be delivered due to missing information such as my name and shipping address. As a result, the item was sent back to the seller. I reached out to the seller who advised me to open a dispute, which I did. However, I faced issues selecting the correct reason for a refund on the website. Despite choosing to return the goods, I have not received my refund. The seller is unresponsive to my messages, and Aliexpress's automated system is not helpful. I have been trying to get my $25.05 refund since December with no success. My tracking number is LN[redacted]76CN, and order number is [redacted][redacted]. I hope to hear from Aliexpress soon to resolve this matter. Thank you. Sincerely, Blessing O.

Kimi He from Asia Display & Customize has been dishonest with me regarding my banner order. He promised a 4-day delivery, but it has been over a month and I still haven't received it. The banner was crucial for an event last Saturday, so I had to buy another one. I paid through PayPal, as I don't have an order number from AliExpress. Despite a previous successful order (ID: [redacted][redacted]), I need the invoice for my company. Kimi He hasn't been forthcoming with the invoice and has misled me throughout our chat conversations. I've reached out via email, but haven't received a response. The live chat support was also unhelpful. My name is Andrea Paz Munoz Ibanez, and I hope this situation can be resolved promptly.