AliExpress Customer Service Issues

I placed an order on AliExpress at the end of January, but the package marked as delivered in February was never received. After contacting the seller, they refused to resend or refund, leading me to escalate the issue with AliExpress. The options for escalating are limited, so I chose the wrong address despite issues with mail delivery. AliExpress was unhelpful, asking for evidence that the package wasn't received when the seller claimed it was. Despite explaining past delivery problems, they insisted on proof. An email informed me that the funds would be released to the seller due to lack of proof of non-delivery. AliExpress lacks customer care and communication channels for complaints, contrasting with other platforms like WISH.com. This experience guarantees that I will not return to AliExpress for future purchases.

I placed order [redacted][redacted] back in January, and payment was withdrawn from my bank account at that time. Despite contacting your customer service multiple times regarding the non-delivery of my order, I receive reassurances that it's on the way, but it never arrives. I urge you to ensure its delivery within a week as waiting for three months is unreasonable. Failure to do so will lead me to report your business to the BBB for accepting payment without delivering the product. I'm serious about this timeframe. I have paid, so any further charges to my account will not be tolerated. If you attempt to charge me again, I will instruct my bank to stop any additional payments. - T. W.

Order # [redacted][redacted] Hello, I recently bought a Magnetic Induction Heater which arrived damaged. AliExpress resolved the dispute over the weekend without consulting me due to my part-time work schedule. The solution involves me returning the item for a full refund plus a $20 credit for shipping, but the return shipping cost is $99, which I find excessive. I believe the full shipping cost of $99 CAD should be covered by AliExpress. Thank you for your assistance. Best, Peter W.

I purchased a hair package from Sapphire Hair Vendor and provided my address, which I confirmed was accurate. However, the tracking number provided indicated that it didn't exist. Despite reaching out to the vendor several times, I only received a response after opening a dispute. They insisted that I was at fault, even though USPS confirmed the incorrect address on the package. The vendor is now trying to charge me extra to resend the package they mishandled. This situation has been frustrating, especially since I've never encountered issues receiving packages before. I am disappointed with the vendor's rude customer service and lack of accountability. I am seeking a refund or the delivery of my package. Unfortunately, the dispute I opened was somehow deleted, preventing me from filing it again.

Order ID: [redacted][redacted] Order Date: November 12, [redacted] I received the item but it was faulty as it had no vibration, making it impossible to receive notifications like alarms, incoming calls, or reminders. Following the Seller's instructions, I returned the item through Pos Malaysia on December 13, [redacted], with tracking number RR[redacted]41MY. The package arrived at China Post on December 19, [redacted], and the tracking information indicates it is still being processed there. I kindly request the Seller to investigate with China Post regarding the delivery status as they confirmed receiving it from Malaysia Post. The tracking now indicates the item was delivered on March 5, [redacted], but the Seller claims they have not received it. I am seeking confirmation to proceed with a replacement, refund, or repair. I am frustrated, having paid for a faulty product, along with shipping costs, and received nothing in return. Despite Aliexpress claiming buyer protection, I feel helpless. The Malaysia Pos tracking site shows the item as delivered, leaving me at a loss. I simply wish to receive what I paid for, whether it be a replacement, refund, or a repaired item in proper working condition. I hope Aliexpress can assist in this matter.

I reached out to your live chat support but unfortunately, my issue remains unresolved. I purchased a product from your company that came with a 12-month guarantee. However, it stopped working after just under 7 months. I was informed that the buyer protection period had expired, leaving me unable to address the malfunction under the warranty. This situation has left me feeling frustrated and disappointed, as it seems the guarantee provided was not upheld as promised. As a result, I have made the decision to cease any future dealings with Oukitel. I intend to share my negative experience with others and rely on Ali Express to review this matter fairly. In recent months, I have chosen to shop elsewhere, such as on Wish and Amazon, due to their reliable customer service in case of issues. If this matter is not resolved satisfactorily, I will take further action by deleting my account and exclusively supporting those other platforms, ensuring that my acquaintances are aware of the outcome as well.

Hello, my name is Jamie. I live in Caves Beach, Australia. I have been facing issues with opening a dispute on the app. Whenever I click on the dispute button, it shows a message stating that the page is under construction. This started happening after I installed the app. Additionally, when I try to access the help chat, it redirects me to the AliExpress app, which I am already using. It feels like I am being scammed. The problem I need help with is regarding an order I placed for seamless steel tubes. I ordered 5.5ID, 12OD, 50cm length, but I received 4.5ID instead. I have tried contacting the seller, but there has been limited to no response from their end. I provided a photo as proof, and even offered to pay for express postage for a replacement, but still no reply. I am concerned that if I don't open a dispute soon, I will run out of time to take any further action under the buyer's guarantee.

I placed an order on March 6th, but the seller provided a fake tracking number on March 11th. The tracking status has been stuck at "Packed for picking up" since then. I've tried contacting EMS/China Post and USPS, with no luck. After seeking advice on a China Post forum, it seems like I may have been scammed. Despite providing evidence to AliExpress, they are only telling me to wait and ensuring my money is safe. They are asking me to be patient and wait another month, which is frustrating. I informed them that my credit card is no longer valid, and they were unhelpful about processing a refund. This whole experience has been disappointing, with false promises and lack of support. I will continue to raise this issue on various forums until it is resolved.

Hello, I am inquiring about my recent order on AliExpress. I have not yet received my refund. After speaking with AliExpress customer service, they said the refund was sent to my PayPal account. When I requested a PayPal confirmation code, the representative named Sierra was unable to provide one. I have not seen any refund in my PayPal account. Sierra advised me to contact PayPal, but since PayPal does not show any funds received, I am stuck. My attempts to resolve this issue with Sierra have not been successful. I feel frustrated and ignored by the lack of assistance I received.

As a loyal AliExpress customer, I wanted to share my thoughts on the new chat message system. I find it quite frustrating as all my previous conversations with sellers seem to have disappeared. The system lacks the ability to view the complete message history, making it hard to track conversations effectively. Additionally, the chat screen interface doesn't display the conversation thread clearly, making it difficult to follow. This new system is not user-friendly, especially for someone like me who makes frequent purchases on AliExpress. I prefer the old message thread layout, which allowed for easier access to past messages. The limited number of message chats visible on the screen also hinders checking previous communication. When contacting customer service, the dropdown options are restrictive, and dealing with EVA, the automated system, is not ideal. It would be more helpful to have live chat support with a real customer service representative for better assistance. I hope this feedback reaches the appropriate team to consider improvements.

This morning, I placed multiple orders with AliExpress companies and made a single payment with my credit card to receive a discount. Unfortunately, it seems the payment didn't process correctly, resulting in each company requesting payment individually without the overall discount. I subsequently paid for each order separately on their website, totaling over [redacted] euros across five pages. Each page had to be paid individually, preventing me from receiving the full discount of around 20 euros. I am seeking assistance to ensure I receive the promised reduction. Thank you.

I recently updated my profile with my new address before making a purchase. However, when I checked, I realized that my new address was not reflected on AliExpress. I quickly updated it and contacted all four sellers to provide them with the correct shipping address. One seller responded with "ok" while another mentioned that the goods had already been shipped and the address couldn't be changed post-shipment. If my order cannot be delivered to the updated address, I would like to cancel the transaction promptly. I should not be held accountable for goods not reaching me due to an outdated address.

I have recently placed [redacted] orders and checked my order history just last week. As a Platinum customer, I am patiently waiting for confirmation on 83 orders and shipment on 8 orders. When browsing through Seller Newman's ISHOWTIENDA Brand cosmetic 6-color set Liquid Glitter Lipstick, I noticed the price was displayed as 37 cents with free shipping to the US. I proceeded to order it along with other items. However, upon reviewing my order, I was surprised to see a charge of $6.08 for taxes and shipping instead of the advertised free shipping. My name is Loretta J. and you can reach me at [redacted] This discrepancy in charges contradicts the initial advertisement of free shipping and it is important for this error to be corrected by Seller NEWNANA STORE.

I recently purchased product O.No:-[redacted][redacted] on 24/03/19 from Aliexpress. I paid for the product and shipping using my credit card, which Aliexpress confirmed via email. However, the product is currently held in Indian Customs, and I received a message to contact the sellers or customs. Aliexpress already charged me for shipping to my address, but there was no mention of any customs duties. I'm unsure of the next steps. Do I wait for the item to be released, or should I request a full refund from Aliexpress for the product value and shipping costs since they did not inform me about additional payments? I have more orders with Aliexpress; should I proceed with canceling them and asking for refunds as well?

My product ID number is [redacted] purchased on 24.03.[redacted]. According to Aliexpress Product Portal Tracking, the item is being held by Indian Customs. Why was I instructed to contact the seller or Indian Customs? I have paid the full product value and shipping cost to Aliexpress. Was I not informed by Aliexpress or the seller that I needed to clear the order from Indian Customs? When I paid the full amount, was it mentioned that I would have to pay customs duty later? Please assist with the necessary Indian Customs clearance to avoid any further delays. Kindly refrain from prompting me to cancel the order, request a full refund of the product and shipping cost, cancel any pending shipments, request a full refund, and discontinue any future business with your company.

My product ID number is [redacted] dated 24.03.[redacted]. According to the AliExpress Product Portal Tracking ID, it is currently noted as "Remain in customs custody in India." Could you please clarify why I am instructed to contact the seller or Indian Customs regarding this issue? I have already paid the full product value and shipping cost in USD to the seller on AliExpress. Was I informed by AliExpress or the seller that I would need to go through customs clearance to receive my order in India? Was it mentioned during the payment that I might incur customs duties later? I kindly request assistance in obtaining the necessary customs clearance from Indian Customs to ensure smooth delivery of my order. I hope to avoid canceling the order and seeking a full refund for the product and shipping costs, as well as canceling any pending shipments and requesting full refunds for those.

Regarding my product with ID No: [redacted][redacted] purchased on 24.03.[redacted], according to the Aliexpress tracking portal, it is currently held by Indian Customs. I am confused why I was advised to contact either the seller or Indian Customs. I have already paid the full product value and shipping costs in dollars to Aliexpress as per the standard shipping rate. Was I not informed by Aliexpress or the seller that I would need to go through customs clearance to receive my order from Indian Customs? Was it not mentioned when I paid for the product and shipping that I may need to pay customs duties later on? I kindly request assistance with clearing the order from Indian Customs promptly to avoid any delays. Please do not push me to cancel the order, request a full refund for the product and shipping costs, cancel any pending shipments, request refunds, and discontinue future business transactions with your company.

Order number: [redacted][redacted] I am dissatisfied with the product I received. The quality of the hair was poor and I suspect it is not genuine human hair as advertised. I reached out to the seller a week after receiving my order to request a refund, but they initially offered an alternative product. After refusing, I initiated a dispute and provided evidence. Despite offering to return the wig, the seller refused to issue a refund. Following my complaint, they assured me they would send a replacement wig and refund me if I remained unsatisfied. They requested that I leave a positive review before shipping the new wig, which I now regret. I received a tracking code on March 18th, which appears invalid on all tracking websites. China Post confirmed no record of shipment, leading me to suspect a scam. Despite multiple attempts to contact the seller through AliExpress chat, I have received no response. I also reached out to the manager of Dream Beauty via WhatsApp but was only advised to "wait." This situation is unacceptable, and I request a full refund for the inconvenience caused.

I'm Loretta Jones, and I'm having an issue with the NEWNANA Store. They advertised a lipstick from ISHOWTIENDA BRAND with 6 colors of liquid lipstick in my cart along with eye shadows, lipsticks, and sunglasses. The initial ad promised free U.S. shipping for orders of $34 to $[redacted]. However, when I checked my account after purchasing, they charged me $6.08 for shipping along with other costs, totaling $6.48 for the lipstick. This change in shipping fee is very misleading and dishonest. I shared my experience with AliExpress, where I have made [redacted] orders spending [redacted] days, and feel mistreated by this seller. I have numerous coupons and gold coins, but I request a refund as I no longer want to support this dishonest behavior.

I have been facing numerous issues with several orders from various sellers on Aliexpress. Despite requesting more time, they have already completed my orders on Jan. 27, and I have yet to receive them. Additionally, two items were canceled by the seller without any prior notification. One seller only contacted me after I inquired about a shipment problem, and now I have discovered another canceled item without any communication. Communicating with Aliexpress to address these problems has been extremely challenging. As a frequent shopper, I believe I am a valuable customer and deserve a respectful response. Resolving issues with orders placed in January has been time-consuming and frustrating. Shopping on Aliexpress should not be such a disappointing experience. Sincerely, Unhappy Customer