AliExpress Customer Service Issues

Hello, I hope you're having a good day. I recently had multiple shipments combined and passed on to Hermes in Germany. Unfortunately, an address error occurred as Hermes couldn't access the packing stations from DHL. Following an email from Hermes notifying me of the addressing mistake, I promptly selected a Hermes-parcel shop for delivery within the stipulated 10-day storage period. Upon later inquiry using shipment number H[redacted][redacted]49, I was surprised to learn that the shipment was being returned to me. Despite contacting Hermes for clarification, I only received a non-specific response advising me to reach out to the customer, possibly referring to you. Could you please assist? Best regards, Christopher B.

I placed an order for a pot on AliExpress on November 30, [redacted]. Order ID: [redacted][redacted]. My account is [redacted] After receiving the pot, I discovered it operates on [redacted] voltage, not suitable for the USA. I informed the seller who claimed I used it incorrectly and asked me to close the dispute. Following their instructions, the pot still didn't work. Eventually, the seller acknowledged the mistake and promised to send the correct item. Unfortunately, they never followed through and stopped responding to my messages. The deliberate delay caused my order to exceed the protection time. I am unable to reach AliExpress customer service as their online support only has a virtual assistant repeating the same responses.

Order [redacted][redacted] Regarding my order history, the product arrived but it was not released by customs for delivery. The item was returned to the supplier, who refused to refund the money. Despite providing evidence that the product was returned to the supplier, Aliexpress did not accept the refund and the seller blocked me. The chat with EVA never connects to an agent... and the help center is unhelpful since Aliexpress has already closed my order incorrectly. I require human assistance, not automated, as this seems to be a system error or someone acting in bad faith. The supplier is no longer responding and has blocked me on chat. Outrageous! I demand a refund since the product has been returned to the supplier.

Hello, I purchased hair from one of your sellers, and it was not as expected. The seller agreed to provide a full refund and shared shipping details. However, after waiting for two months, I have not received my refund and the seller has blocked me. I have reached out to Aliexpress, but I am unsure of what else to do. The seller is SUPERLOOK OFFICIAL, and the item purchased was 13x4 lace closures for £57.48. I provided them with tracking number RN[redacted]54GB, but they claim they have not received it. Aliexpress mentioned that the seller needs to collect it and cover shipping costs, which I believe they are refusing to do. I am left without the product and the money. I am hopeful that Aliexpress can intervene, contact the seller, and facilitate a refund for me. Thank you for your assistance.

I purchased a wig from Gossip Hair store that was supposed to be a 13*4 human hair T-Part wig, but it turned out to be a synthetic blend wig that couldn't withstand bleaching. After contacting the seller for a refund, I was offered a partial refund as I couldn't return the product. Despite showing the seller pictures of the poor quality, they requested a positive review before processing my refund. It has been over a month, and I am still waiting for the refund. I am unable to file a dispute as it has been more than 15 days since the order was closed. I possess screenshots of our conversation where the seller agreed to refund me after asking for a positive review. However, I have not received any refund to date. In need of assistance to receive my money back.

Hello, I apologize for reaching out, but it has been some time since I submitted my KYC information. I am encountering issues while trying to use AliExpress as I have not received any confirmation or denial from your team. Despite receiving numerous promotional notifications about your products and prices, whenever I attempt to make a payment, I am redirected to the KYC process. The system indicates that my information has been submitted and assures a response within one business day. While I understand that processes can take time, I am becoming anxious about potential system errors or misunderstandings on my part. I am sharing this with you to request a review and confirmation of my status, allowing me to continue waiting patiently. Thank you for your attention and assistance.

Hello, I apologize for contacting you, but I have not received any response regarding my KYC submission for Aliexpress. Despite submitting my information, I have not received an approval or denial notification. Each time I attempt to make a purchase, I am directed back to the KYC process with a message stating that a response will be provided within one business day. While I understand delays can occur, I am starting to worry about a possible system error or misunderstanding. I would appreciate it if you could review my submission and confirm its status. Thank you for your assistance.

Good morning, I disagree with the handling of my recent order issue. Upon receiving the item on 27/01/[redacted], I realized it was the wrong item, appearing to be a low-quality replica. Despite this, I decided to keep it. After opening and attempting to use the item, I noticed it was malfunctioning. I promptly contacted the seller with a video as requested. Although I provided the necessary evidence on the same day, the seller's decision asking for a return was not accompanied by the return address or procedure. When questioned, they did not provide the information promptly. Despite my efforts to return the item by 06/02/[redacted], the dispute was closed due to a reported delay in shipping. The unreasonable time frame provided failed to consider the impact of the ongoing pandemic and work commitments. The lack of professionalism and fairness in the handling of this situation by AliExpress and the seller has left me disappointed. I followed the advice given by customer service representatives and returned the faulty item, resulting in a loss of both the money spent and the item itself.

Order ID: [redacted][redacted] Store: Greatool Store Good morning, I disagree with the decision made regarding my order. After receiving the item on 27/01/[redacted], I noticed it was a poor copy of what I ordered. I contacted the seller the same day as the item was not functioning properly. I provided a video of the malfunction upon their request. However, on 02/04/[redacted], they asked for a return without providing the necessary details. Despite explaining my limitations, I was informed on 06/02/[redacted] that my dispute was overdue. I feel the short return window was unreasonable, especially considering the ongoing pandemic and work commitments. The lack of assistance from both AliExpress and the seller has left me dissatisfied. I have followed the advice to return the item, ultimately losing both the money and the defective product. Thank you.

AliExpress reviewed my dispute and informed me that I could receive a full refund if I returned the goods, which were not as described. However, I am encountering difficulties as the supplier is not providing me with the return address as instructed by AliExpress. Despite my attempts, the supplier has not responded to my request. AliExpress has stated that failing to return the items would result in a partial refund, which I find unfair considering the quality of the goods received. It is frustrating to be in a situation where the seller could potentially benefit by not cooperating while I am left with unsatisfactory products. It would be reasonable if AliExpress automatically awarded the full refund to the buyer in cases where the seller remains unresponsive during the dispute. My order number in question is [redacted][redacted]. Overall, while most of my experiences with AliExpress have been positive, instances like this highlight the importance of holding uncooperative sellers accountable.

Hello, I am writing from Germany regarding my purchase of 2 e-bike batteries from Shop[redacted]02 Store, paid with PayPal. This year, the store has not shipped the batteries I bought and paid for. I have sent 2 messages to the store but received no responses. The order IDs are [redacted][redacted] and [redacted][redacted]. I have seen other users' complaints about not receiving their orders from this store. One buyer mentioned opening a dispute, but the store quickly closed the process without refunding or delivering the batteries. I do not want the same outcome and noticed that the shipment for my 2 orders is still pending. I plan to reach out to PayPal Germany and the headquarters in America to address this issue. I hope PayPal will refund me, and the store will face consequences for its actions. Warm regards from Germany.

Hello, My name is Tornjanski Srdjan, and my registered email address is [redacted] I have encountered a significant issue with the "Hui an shang mao_123 Store." The seller has engaged in deceptive practices, including delays in delivery and now attempting to coerce me into confirming receipt of goods I never received. The seller is pressuring me to cancel a dispute before issuing a refund, and if not, threatens to demand the return of the undelivered goods. I have documented evidence of these fraudulent actions and seek your assistance in obtaining a full refund from this dishonest seller. If this matter is not resolved promptly, I will seek legal counsel. I refuse to tolerate such mistreatment over a modest sum of $39. I can provide screenshots of the threatening messages for your review. Your intervention in securing a fair refund from the deceitful "Hui an shang mao_123 Store" would be greatly appreciated. Thank you. Best Regards, Tornjanski S.

I purchased an Inifinix Hot 10 Play 4GB phone from the Inifinix Mobile store on AliExpress for 62,[redacted] on 06/11/[redacted]. My order ID is [redacted][redacted], and the tracking number is RB[redacted]20SG. The delivery date was mentioned as 05/01/[redacted]. However, the delivery time has long passed, and when I opened a dispute for a refund since I did not receive the package, it was rejected stating that I provided an incorrect reason. I have been trying to communicate with the seller to help me track the phone from the post office as they claim it's there. Despite contacting various post offices and agents in Nigeria, I have not been able to locate the parcel. I have been attempting to reach out to AliExpress for assistance, but have had no success.

Hello, I purchased a fur trim for my coat on AliExpress for £23.14 some time ago. I decided to return it because it was not what I was expecting. I wasn't able to return it immediately as I didn't have access to a printer to print the return label. Eventually, I shipped it back on the last day of the return window. Assuming I would get a refund as usual, I didn't check right away, only to find out later that I hadn't received my money back. I contacted AliExpress, and despite tracking the delivery and being informed it was received, I was told the item was never returned. I made a complaint, providing my proof of postage and evidence of delivery. Unfortunately, I haven't heard back from AliExpress since then, which is disappointing as I either want my money refunded or the item returned. I hope you can assist me in resolving this matter. Thank you.

Hello, I placed an order on 13/11/[redacted] with the order number [redacted][redacted]. Despite three months passing, I have yet to receive my order. The seller keeps asking for more time when I reach out and has even refused a refund when I opened a dispute. Now that the protection time has lapsed, I am unable to dispute the transaction further. I have repeatedly tried to communicate with the seller, only to receive automated responses or vague promises to get back to me. Feeling frustrated with their unprofessional behavior, I believe I am entitled to a refund at this point. As a long-time customer of AliExpress, I find this handling of the situation extremely disappointing. I would appreciate your assistance in resolving this matter promptly. Thank you for your attention.

Hello, I found this help option to be more suitable as I am unable to provide evidence through a computer. 1. Order number: [redacted][redacted] 2. Tracking number: [redacted][redacted]54 3. My local post office informed me that the package lacks my name and address, leading to delivery issues. 4. The local post office gave me a tracking information printout. 5. Due to the missing details, the tracking status will perpetually show "IN TRANSIT." 6. The package address as per the printout: "ULITSA SERGEEVA 8 PYATIGORSK RUSSIA [redacted]" 7. The package has been in transit since January 6th due to the absence of my details. 8. The seller blocked me following my communication regarding the post office's feedback. 9. Note: The seller blocked me after I mentioned the post office's inability to match the package with my address.

Greetings, I encountered an issue with a seller regarding shipping costs. The company assured me there would be no additional shipping charges, including customs duties, but I received the package with 21.76 euros in customs fees. I requested a refund from the seller who advised me to reach out to you. Unfortunately, my request was not accepted, and the seller offered to give me an item equal to the customs fee but I would need to purchase more items from them. I found this gift request absurd as I would have to spend more money. I posted negatively on Facebook, but now I regret it because negative actions do not always result in a negative outcome. How can I remove my Facebook post? Is there a way to be compensated by AliExpress for the customs fees? The item number is N. [redacted][redacted]. I do not understand the languages; can you respond in Italian? Thank you.

I tried making a payment on AliExpress, but it got declined, and my bank still debited the amount. When I approached the bank, they advised me to contact AliExpress via email. AliExpress responded with the requirement to resolve the dispute before proceeding with a chargeback per Visa/MasterCard regulations. They instructed me to initiate an email to AliExpress stating my complaint and transaction details. AliExpress should then respond, confirming they did not charge my card and either will not retry the transaction or will issue a refund with all refund details. I have been asked to resolve the matter with AliExpress directly.

I purchased the Samsung Surface Pro 4 V1 screen on AliExpress. Initially, the screen worked for a few weeks before it started flickering, rendering most of it unusable due to blacked-out areas. Upon reporting the issue, the seller mentioned that flickering was a common problem with these screens and suggested I buy the LG version instead. I found it strange that the seller knowingly sold a defective product. Despite paying $70.62, the seller only offered a $40.00 refund, which they said I could get by opening a dispute. However, I couldn't open a dispute within the required 14-day window. The seller was unhelpful and insisted on a refund if I bought the LG screen, which seemed unreasonable. Seeking assistance from support, I spoke to an agent on 02/06 and was told to await an email, but none arrived. Following up on 02/11, I was informed that a manager was reviewing my case, but no further updates have been provided as of 02/17. Now, I'm unable to contact an agent for further assistance.

Hello, I am seeking assistance regarding an issue with a seller. Here are the details: Seller: COIKA Official Store / COIKA Car Multimedia Store Order ID: [redacted][redacted] - September 25, [redacted] I purchased a car Android screen valued at approximately [redacted] euros. The screen arrived on September 25, [redacted], just after the two-week protection period had expired, preventing me from opening a dispute. Some weeks later, I accidentally locked the screen. Despite reaching out to the seller for help, they have been unable to provide adequate assistance on resetting the device. I shipped the screen back to China from a Polish warehouse located in the EU at my expense, with tracking number CA[redacted]40SK. Regrettably, the replacement screen has not been sent as promised, as the damaged screen sent back is stuck at Chinese customs. The seller claims they are unable to retrieve it and cannot offer further support. I am left without a working screen or a refund, despite the seller mentioning warranty coverage. I have evidence of my communication with the seller through AliExpress chat and email, as well as photos of the package. Any advice on how to proceed would be greatly appreciated, as [redacted] euros is a significant sum for me. Thank you.