AliExpress Customer Service Issues

I bought a mobile phone from AliExpress. Upon receiving it, I discovered that the phone's specifications did not match the advertised ones. I contacted their customer service, and they agreed to refund me once I returned the item. However, when I tried to send it back to China, the courier service informed me that shipments were closed due to COVID-19. I have informed AliExpress about this, but they have not responded yet. Order Number [redacted][redacted]

I purchased a stencil from a beautiful handcraft store with order number [redacted][redacted] on March 18, [redacted] at 19:37 for a total of 0.99€. However, I have yet to receive the item. When I tracked the order, it showed as delivered, even though it never arrived. The seller's responses are unhelpful, and when I tried to open a dispute, I was informed to wait 15 days after the supposed delivery date. This process is frustrating as I wouldn't need to dispute if the order had actually been received. Furthermore, the lack of communication options is disappointing. The customer service and handling of buyers' issues by this company seem to be deteriorating. I hope to receive some assistance as this is not the first time I've faced delivery issues with stores associated with your platform. Thank you.

Dear Sir/Madam, I purchased a Xiaomi Mijia 5L pressure rice cooker from the 7TREES Mi Store on AliExpress in August [redacted]. Recently, the cooker has been malfunctioning as the lid slowly comes loose and steam escapes after about 20 minutes of use, which is concerning. Despite contacting the seller, they have suddenly stopped responding. Since I should have a warranty under EU consumer law for 2 years and it has not even been a year yet, I am seeking assistance on where to send the cooker for repairs or for a replacement that functions properly for at least 2 years. Any help you can provide would be greatly appreciated. Thank you. M

I purchased a jacket advertised as a Stone Island one, but it turned out to be fake and the wrong size. The fake labels, non-functional zippers, lack of branding on buttons and pocket closures reveal it's a cheap replica with additional labels. After providing images, the seller offered me a refund of £17 out of the £58 I paid. They falsely claimed the dispute was about bad stitching, which is untrue. I cannot wear the jacket, don't want it, and refuse to pay a high return fee for such deception. The order number for reference is [redacted][redacted].

Hello, I recently purchased two smart watches from your platform, but unfortunately, there were issues with both orders. One watch was the incorrect model, despite my explicit request for the right one before shipping. I returned it after disputing the transaction. The other watch did not match the seller's description and was not worth the price I paid. I also returned this one after disputing it. I contacted customer service for help with shipping labels because sending packages to China with tracking was costly for me. I was assured by a supervisor that I would be reimbursed for the shipping fees upon providing receipts and tracking numbers. I have screenshots as proof. I am reaching out because I am having difficulty getting in touch with a live representative for assistance. EVA was unable to help me. Without speaking to a live agent, I am concerned about not receiving my refunds, which is crucial for me as a loyal customer of several years. These are the order numbers; please assist me in resolving this matter. Thank you.

Dear Customer Service Team, I need assistance with reviewing and validating your recent response regarding my query, [COR-[redacted]3]. I recall the time frame provided for confirming delivery had elapsed, and I am familiar with the process of signing for items at the post office. Sometimes a signature is required, but not always. Could there have been a missing signature causing an error at the final destination, Maspalomas, with Correos? I am uncertain if the suggestion to contact AliExpress was an attempt to dodge responsibility. Should I involve AliExpress in the communication? I have been unable to find a standard email address for AliExpress. Any guidance on how to proceed would be appreciated. Thank you, Markus Johannes N.

Hello, I made a purchase on AliExpress on September 21, [redacted], for a bow and arrow with order number [redacted][redacted]. Unfortunately, the authorities in Israel rejected the product (tracking no. LV[redacted]78CN) and sent it back to the seller on March 16, [redacted]. I have attempted to contact the seller multiple times, but they have not provided relevant assistance, only irrelevant responses. I am seeking a refund according to Israeli law. If this matter is not resolved promptly, I may involve law enforcement in Israel. The seller's conduct appears dishonest, as they are not cooperating with my request for a refund for a product that was returned to them. I have exhausted my options through AliExpress, with no success. Best regards, Nabil S.

Sehr geehrte Damen und Herren, Ich habe vor knapp einem Monat bei dem Händler KenOk Store ein paar Silikonfüße bestellt, diese aber storniert. Leider habe ich bisher mein Geld in Höhe von über 51 Euro nicht zurückerhalten. Ich möchte Sie darauf hinweisen, dass dieser Händler offensichtlich betrügerische Absichten hat und beantrage daher seine Sperrung. Trotz mehrfacher Kontaktaufnahme antwortet er nur mit nichtssagenden Phrasen. Ich setze Ihnen nun eine Frist von zwei Wochen, um mein Geld zurückzuerhalten und die Sperrung des Händlers zu veranlassen. Mein Benutzername ist basteljoe. Sollte mein Anliegen nicht zeitnah bearbeitet werden, behalte ich mir vor, eine Anzeige wegen Betrugs zu erstatten. Bitte kümmern Sie sich umgehend um mein Anliegen. Vielen Dank.

I ordered 2 protective cases for the Motorola G60S (as clicked on the seller's list). However, the cases I received are not usable as the openings for the fingerprint sensor are too high and partially cover the sensor. The seller claims I did not provide accurate information, yet one can only order the cases by providing correct details. Clearly, an error on the seller's part. Other sellers do not have this issue. I have requested the seller to exchange the faulty 2 cases for 2 proper ones. Why is there no final inspection at this seller? Returning them would be a waste of money as shipping costs will likely exceed the purchase price. Since I cannot use these cases, my only option is to request a refund of the purchase price.

I bought 2 faulty phone cases. The openings for the fingerprint sensor are too high, preventing me from unlocking my phone properly. The seller claims it's my fault, although I specified that the cases are for the Motorola G60S in my order. If I return the faulty cases, I'll be stuck with the shipping costs, which are almost the same value as the cases. I would like a refund or a prepaid return label to be provided. How can I send you photos of the issue as I cannot find an option to attach them here?

I purchased 2 protective cases for my Motorola G60S, but I cannot use them due to the incorrectly placed holes. The higher holes cover half of the fingerprint sensor, preventing my smartphone from being unlocked. The seller is blaming me although I can only purchase these items after entering the necessary data. Sellers should check their products before selling to avoid later complaints. I request a refund of my purchase price. If the seller wants the faulty cases returned, they should provide me with a pre-paid return label, as I would incur the costs otherwise. Shipping costs back to the seller would amount to almost the purchase price, wasting money unnecessarily. If you need photos of this issue, please advise on how I can send them to you. Sincerely, R. Kunz.

I paid $[redacted] for 12 solar batteries in Order ID: [redacted][redacted] on 25-01-[redacted]. So far, I have not received anything from the seller Alibaba. When I contacted them, they told me the order arrived in Romania and advised me to call the post office. I have to contact all postal offices to track down my parcel. Clearly, this seems to be a scam. I tried reaching out to customer service with no success. I am unable to open a dispute as it's not working. According to consumer protection, if the product hasn't arrived in 95 days, the amount will be refunded. It has already been 95 days. I have almost 50 orders from AliExpress. Until I get my money back, my shopping on AliExpress will be on hold.

Dear Customer Service, I have reached out multiple times without success. I made a purchase that I later canceled, but the seller keeps placing it back in the shipping queue despite my cancelation request, causing a delay of 5-6 days. Even after contacting the seller directly, they did not cooperate, claiming the item is already en route. Although AliExpress assured me the package was not dispatched yet, the seller proceeded against my wishes. When the package arrived, I attempted to return it, but my request was denied. Considering my frequent orders and recommendations on AliExpress, I hesitate to close my account over one seller’s misconduct. However, if AliExpress does not rectify this service issue, I may have to reconsider. Currently, many German shoppers prefer Shein for formal wear due to hassle-free returns, whereas my initial purchase experience on AliExpress was disappointing. The uncooperative seller in question is Leeoonn Store, who has been unresponsive to my cancelation requests, leading to my current dilemma of abstaining from new orders.

On May 11, I made a purchase of a doll from the Disney-authorized store. It was promptly shipped to my address. Unfortunately, I realized I had omitted my house number from the address too late for corrections. On May 19, the delivery was attempted, but due to the missing house number, the package could not be delivered. I received an email from Hermes asking me to contact them for redelivery, but they returned the package to the seller without another attempt. I initiated a refund process, mistakenly selecting the reason "I don't need it anymore" as I never received the package, and it's likely already on its way back to the seller. The Order ID is: [redacted][redacted], tracking Number: H[redacted][redacted]72, handled by Hermes. Will I still receive a refund for this?

I am experiencing an issue with my order. In my account under [redacted], I mistakenly placed two identical orders to different addresses. Initially, I ordered to Poznan (Order No: [redacted][redacted]), but I later realized the address was incorrect. I promptly canceled this order before it was shipped and placed a new order with the correct address in Ostrów Mazowiecka (Order No: [redacted][redacted]). To my surprise, I noticed the next day that both orders were shipped. I have reached out to the seller, but they were unhelpful as they claimed the orders had already been shipped. Unfortunately, I have not been able to find a resolution by contacting AliExpress customer service. I am seeking assistance in resolving this situation as I only need one of the orders and would like a refund for the order with the incorrect address. Thank you.

Hello, I am reaching out regarding an issue I am facing with a seller on AliExpress. I placed an order on May 1, [redacted], at the "BAFANG eRider Store" for a Bafang motor/battery kit set (750w/48V) with a 12-month warranty. I received the order on 05/18/[redacted], but there is an error code "08" on the motor display indicating a "Hall link error on the motor." I contacted the seller on 04/24/[redacted] through AliExpress messages requesting a replacement under warranty, but I have been waiting for 36 days with no resolution. I seek your assistance in addressing this issue promptly. Thank you for your expedited response. Best regards. Exchanges via AliExpress messaging: Hello, I purchased a Bafang BBS02-750W-48V Kit + 1 battery on May 1, [redacted]. Recently, the motor stopped working displaying error code 08. After diagnosing the issue, it appears the Hall sensors' printed circuit needs replacement. As the motor comes with a 12-month warranty, I kindly request a replacement for the faulty part. Photos of the issue are available upon request via email at [redacted] Order number: [redacted][redacted]. Thank you. Cordially, Xavier M.

Hello, I purchased a ROIDMI Eve vacuum mop from AliExpress France last June. Unfortunately, the vacuum stopped working properly after just 15 days. Despite multiple attempts to contact the ROIDMI service team and following their advice to reset the device, it continues to malfunction by going offline and not working properly. The product comes with a 2-year warranty, and although I reside in Greece, Xiaomi has mentioned they cannot assist with the repair. I would like a refund, a replacement product, or consideration to switch to a different company like Xiaomi for a vacuum. Please advise me on the next steps via email. Thank you. - R. Papazisi

Hello, I am located in the US and placed an order for a ceiling light from China Shenzhen Super Factory through AliExpress on February 26, [redacted]. Unfortunately, the product is not functioning properly. The seller informed me that the light is designed for [redacted] volts, which is not compatible with the [redacted]-volt voltage in the US. I have been in communication with the seller for over a month and a half seeking a resolution. They have promised to send a voltage regulator but have not followed through. Their responses have been extremely slow, and they have suggested I purchase more products from them instead of resolving the current issue. Now, the seller is requesting a $98 shipping fee which I find unreasonable. It is crucial for sellers to provide products that work for their customers, and it is disappointing that they are not upholding this standard. I am hoping for a satisfactory resolution to this issue. Best regards, T. Q.

Hello! I need assistance with order number [redacted][redacted]. I contacted the support team, but did not receive a response within 24 hours. Due to defects in the goods, specifically the tablet's battery not holding a charge and various performance issues, I had to open a dispute. The seller refused to accept the return and offered a discount on my next purchase instead. I believe the faulty product is the seller's responsibility, and I should not have to pay for the return shipping. I have evidence of the issues with the tablet on Google Drive: [redacted]. Please assist me in getting a refund during the buyer protection period on Aliexpress. Thank you.

Order Number: [redacted][redacted] Hello, I reached out to the support team but did not receive a response within 24 hours or beyond. Due to the site error, I was unable to open a dispute regarding the product's defect and had to open one stating that the item was no longer needed. The tablet's battery does not hold a charge, as shown in the photo. When charging, the tablet opens/closes browser pages on its own, makes typing difficult, has slow loading times despite good internet connection, frequently freezes, and exhibits screen enlargement without prompts. Despite restarting the tablet as advised by the seller, the issues persist. The seller has offered a 30% discount on a future purchase or repair cost reimbursement instead of accepting a return, refusing to provide a return mailing tracking code. The subpar quality of the item is the seller's responsibility, and they should cover return costs as I paid in full for a functional device. Aliexpress was unreachable during the buyer protection period. I am willing to return the faulty item if the seller covers the return shipping fees. All supporting documents are available on Google Drive: [redacted].