AliExpress Customer Service Issues

Dear Aliexpress, Today, I received the bag I ordered, but unfortunately, there seem to be some issues with it. This was my first time making an online purchase, as I am 31 years old, and I must admit I was hesitant about online shopping. Regrettably, my concerns have been validated. The problem is that the bag I received is not the one I ordered. It lacks the side opening for shoes, and the leather details are the wrong color - it's black instead of brown. I specifically chose a bag with brown accents to match my winter boots and new sneakers. This mix-up is disappointing as it's not what I wanted. I urge you to either send me the correct bag with the brown details as ordered or provide a full refund to my account. Please let me know how to proceed with the return of the incorrect item. I am puzzled as to why my order was not fulfilled correctly, and I hope this can be resolved promptly to avoid negative feedback on your platform and social media channels.

Dear Aliexpress, I encountered an issue with the bag I received today. This was my first experience ordering online at the age of 31, and unfortunately, my skepticism about online shopping has come true. The bag I received does not match the one I ordered. It lacks the side opening for shoes and the leather details are the wrong color; it was supposed to be brown, not black. I specifically wanted a bag with brown details like the bottom, zipper, handles, and shoulder belt to match my winter boots and new sneakers. I insist on receiving the correct bag I ordered or a full refund promptly. I am puzzled by the mistake and seek an explanation to understand why this happened. Your immediate attention to this matter is appreciated to avoid negative reviews on various platforms. Account: PrinceAshitaka Recipient: D.S. Phone: +[redacted][redacted] Address: Prilaz Gjure Dezelica 12, 3rd floor, Zagreb, Croatia, [redacted] Email: [redacted] Order Details: Order ID: [redacted][redacted] Date: Aug 6, [redacted] Payment: Credit/Debit card

I am having an issue with AliExpress account settings. When I originally signed up, it was from Russia, but I have since relocated to Cyprus. Despite successfully placing orders and corresponding with sellers in English from Cyprus for the past 10 years, my profile is now stuck in Russian language, RUR currency, and Russia as my delivery destination. I cannot seem to change this setting back to Cyprus. I'm wondering if there is any way to update my account location to Cyprus or if I should create a new account. Unfortunately, I have been unable to reach AliExpress support directly, and the options available do not address my specific situation. My email linked to this account is the one I use for logging in. Thank you, Dmitry

Hello Hepcenter, I accidentally clicked on continue and instead of the usual payment approval or order confirmation, it stated that my order is accepted. This was not my intention. I immediately contacted the seller to cancel the erroneous order, instructing not to charge my credit card and not to ship the product. Despite my cancellation, my credit card was still charged against my instructions. Despite repeated explanations and requests for a refund, I was directed to a page that only allowed disputes after delivery. This did not help, and my numerous messages to the seller went unanswered. I am expecting a refund of the incorrect charge of €[redacted].67. I have requested this multiple times but have had no success yet. I am still waiting for the credit/refund.

I need to make a payment for an order on alibaba.com and can only do so via bank transfer from Russia. However, my bank is concerned that JPMorgan Chase Bank N.A., Hong Kong Branch may not accept the transfer, causing delays in the banking system. To prevent this, my bank is asking for a list of SWIFT/BIC Codes or names of banks from which payments are not accepted by the recipient bank. Can you assist me in clarifying this matter? Thank you!

I purchased 2 table lamps that arrived late. Due to a move, I opened the package later and found both lamps damaged and used, not new as described. The seller offered replacement lamps, but I declined due to uncertainty about their condition and a long wait time. I requested a refund, but the seller did not respond, and I missed the dispute period on AliExpress. I am now out of money. How can this situation be resolved?

Order ID: [redacted][redacted] Store: Lucyinlove Store Hello, I need assistance with a recent dress purchase from the Lucyinlove Store on AliExpress. The V-neck of the dress I received is significantly larger than shown in the website pictures, leaving the upper part of my body exposed. Despite the store initially agreeing to a free return and full refund, I encountered difficulties with the process. When trying to select the correct refund option, the store wrongly directed me to choose "return and refund," which would require me to cover the expensive shipping costs from Canada to China. Additionally, my attempts to reach out to AliExpress for help were met with automated responses and no clear way to address my issue. Could you please advise me on the correct steps to take to apply for a refund? I am willing to provide chat screenshots as needed for reference. Thank you, F.

I recently ordered a product from the [redacted]9 store that was not delivered, and I'm unable to track it. I opened a dispute, and the seller requested me to be patient, mentioning the order was on its way. I reluctantly accepted the offer, hoping to reopen the dispute if the delivery failed. However, to my dismay, AliExpress marked it as resolved. Since then, the seller has been unhelpful and not responding adequately to my queries. Even when I requested tracking details, they made light of the situation by sending emojis instead of providing useful information. I am disappointed with how AliExpress handled the dispute and closed it prematurely. The seller has been irresponsible in assisting me with getting information to track my order.

I recently placed a significant order for approximately 17 patches and croc charms totaling $30.41. Although I only ordered one of each item, I discovered duplicates in my shipment when checking the shipping details about a week later. Upon reviewing my bank statement, I noticed that I was initially charged $29.78 and an additional $1.17 on August 13, without my authorization. Today, upon receiving most of the items, I observed that everything was sent in twos, which I did not request. I insist on a refund of $30.95 for the unauthorized duplicate items. This situation is unacceptable and appears to be misleading. I am prepared to provide photo evidence if necessary. Thank you.

Dear Customer Service, Thank you for reaching out to AliExpress. I am following up on our previous chat session regarding my order concern [redacted]. Your attention and assistance are greatly appreciated. Please be advised that I have not yet received the mentioned order and would like to request a full refund promptly. Thank you for ensuring a resolution to this matter in a timely manner. Sincerely, [Initials]

I need assistance to address an issue with the seller, Quanzhou Pump Electronic Commerce Co. Ltd., managed by Li Wenlong. My two undelivered items are causing me concern as the seller claimed I provided an incorrect address, which isn't accurate. Despite providing a local post office number and tracking information, upon contacting the post office, they confirm the tracking number does not exist. Despite requesting a refund, Li Wenlong refused and mentioned there's nothing to be done and hopes for my understanding. It's unfair for me to pay for goods never received without a refund or resolution. I seek help to resolve this matter and bring attention to the poor treatment I have experienced from this seller. Thank you.

I made a purchase from Nickye By Watch Store on August 7th, [redacted] with order number [redacted][redacted]. Unfortunately, the company informed me that my initial order was out of stock and suggested an alternative watch. They proceeded to charge my credit card for this second watch without my permission, even though I had already paid for the first one. This situation seems to be a case of identity theft. I have requested a refund as I no longer wish to continue business with this company due to their attempted unauthorized charges. Despite providing evidence from my bank statements, they have refused to issue a refund and claim that a watch is on its way. I do not wish to engage with this dishonest company any longer. I am currently taking steps to report this fraudulent behavior. I demand a refund and request that this company be removed from your platform. Thank you.

Hello Aliexpress Support, I recently purchased a laser light from your platform and encountered some issues. The product did not come with a battery, and the seller explained that they do not provide batteries due to airline shipping restrictions. However, they directed me to your website to purchase the batteries separately, which left me confused about the shipping policy for batteries on your platform. Furthermore, the quality of the product I received was poor, lacking any company stamp or verifying sticker. This has rendered the product unusable. I am concerned about the authenticity of the item and hope for a refund if it is indeed fake to prevent future purchases on your site. The images provided by the seller depicted the product as functional, but in reality, it does not work. I appreciate your attention to these matters. Thank you.

I canceled an order (Order ID: [redacted][redacted]) soon after completing the payment because I needed to make a change. However, upon receiving the refund, I noticed that I was refunded over €40 less than what I had initially paid. I have checked with my bank, and they have confirmed that there should not be any deductions unless it's a transfer exceeding €10,[redacted]. I have reached out to your customer service team, but I have not received a response yet, which is disappointing. I am eager to receive the remaining amount that I am owed as soon as possible. I can provide attachments of the refund transaction for your review of this discrepancy.

I have ordered motorcycle parts (Ord.no.:[redacted][redacted]). The delivery included a windshield that arrived completely damaged, causing me a lot of frustration. I have opened a dispute regarding this issue. The seller and you have not responded to my emails, including the photos I sent. It is very strange. You have rejected the dispute (very odd behavior). Now, I have filed a buyer protection claim with PayPal, requesting a refund of the partial amount of 26.10€ from you. What is your response?

Hello, I purchased an item from a seller for nearly $40, and unfortunately, it arrived broken. I have provided a picture as proof of the damage, but the seller is not cooperating and is behaving unprofessionally and rudely. My order ID is [redacted][redacted]. I believe the issue can be resolved if the seller sends me a replacement at no additional cost, considering I have already paid for the faulty item. Your assistance in this matter would be greatly appreciated. Thank you.

Dear Aliexpress, I am contacting you regarding various issues I encountered with your dealer concerning a bag I purchased but did not receive. Despite our prior discussions, there has been a lack of communication and action from both your end and the dealer's side. I have followed the instructions provided, including checking the shipping costs with the local post office before returning the item, as requested. Unfortunately, there has been no response after I fulfilled these requirements. The prolonged lack of communication and delay in resolving this matter have been frustrating. I have fulfilled all the necessary steps, and yet, both you and the dealer have been unresponsive for several days, leaving me in a difficult situation. I expect a refund for the incorrect item sent to me due to the dealer's and your error. Please address this situation promptly, providing details on when the refund will be processed and the amount. The customer service I have received so far has been unacceptable, and I urge you to rectify this promptly. I am growing increasingly dissatisfied with this experience and considering my future interactions with your platform. Sincerely, PrinceAshitaka

I purchased a 300AH Lifepo4 Battery back in January (Order ID: [redacted][redacted]). It took several months to arrive, and once I received it, I discovered that it only had 150AH or even less. I contacted the seller, provided photos of my measurements to prove the issue, but unfortunately, they stopped responding after the 'order protection time' on AliExpress ended. I opened a case on PayPal and was informed that I could return the battery for a refund. However, the return shipping to China would cost approximately [redacted] Euros, almost the price of the battery itself. I raised this concern in the PayPal dispute, questioning who should cover the return shipping cost, given the discrepancy between the battery's price and the return shipping cost. Despite being initially inquiring the status of the dispute remained 'waiting for answer from the seller,' PayPal eventually closed the case, and after further communication, they are unable to reopen it. I am now uncertain of our options, as the battery only provides half of the capacity I require.

Dear Customer Service, I recently received a message from your team regarding an issue with my package - failed custom clearance. The order was placed under the name Katarzyna B. for the store LUOMAN XIARI (beads) Store with the Order ID: [redacted][redacted] on Aug 10, [redacted]. The payment was made using a Credit / Debit card. I have encountered multiple problems with this store from the start. They initially shipped fake gemstones, failed to respond to my emails, and when I reordered, they dispatched it very late - just a day before AliExpress was set to cancel the order. Now, facing issues with customs clearance, I am baffled. I have lost faith in this seller due to their dishonest and unresponsive behavior. Could you please shed some light on this matter as the seller is uncooperative? Regards, Katarzyna B.

I have initiated a dispute, which I canceled because I decided to pay the customs tax of 46.23€ for my package with tracking number: LS[redacted]13NL, as it is still held in customs. After making the payment, Customs proceeded with their work policy. When they inspected the package, which contained 5 products from different suppliers, they determined that they could not release the package unless the cosmetics supplier provided the CERTIFICATE OF RESPONSIBILITY AND IMPORTATION OF COSMETICS. Despite the cosmetics supplier sending me several documents, which I forwarded to Customs, they refuse to clear my package because none of these documents match what they requested. Yesterday, I contacted the seller and explained the situation, but they have not responded regarding sending the requested certificate that would allow Customs to release my package. I have also requested a refund of my money, but they have not responded to that either. This is why I am sharing this information. I appreciate any assistance. Thank you.