AliExpress Customer Service Issues

I am encountering difficulties getting in touch with AliExpress customer service. I had an issue with a digital clock I bought on the platform, which turned out to be defective. I initiated a dispute and provided photos as evidence. AliExpress acknowledged the validity of my dispute and presented me with two options: a partial refund if I keep the item, or a full refund if I return the clock (with the seller covering the return fee). Opting to return it, I tried to confirm with the seller about the return terms, but received no response despite numerous attempts. My efforts to contact AliExpress through their official 'live help' and Facebook messenger went unanswered as well, leaving me without a resolution as the 10-day deadline passed. Desperate for assistance, I sought to appeal the decision, only to find the designated button non-functional. Feeling unfairly treated and frustrated, I turn to the forum for help in appealing for at least a partial refund for the faulty clock.

Dear Sir, I placed an order on 25/09/[redacted] and made the payment on the same day through your client, Shop[redacted] Store, for order number [redacted][redacted] to be sent to Germany from Croatia. Since then, I have received no tracking information and noticed that the client's website no longer exists, along with the ordered product. Despite the shipment showing as "shipped" with an estimated delivery time of 10/5/[redacted], I am concerned about the lack of updates. I kindly request your assistance in reaching out to Shop[redacted] Store to investigate the status of my order. I am eager to receive the product I purchased and do not wish for a refund. My past experiences with your services have been positive, with orders arriving promptly and intact. However, the current situation leaves me feeling scammed. Your prompt action in resolving this matter would be greatly appreciated to maintain our collaborative relationship. Sincerely, Petar K. hr[redacted]80vecae contact email: [redacted]

I am a loyal AliExpress customer. Recently, I received a gift parcel through SPEEDAF in Adum, Kumasi, Ghana. Upon arrival, I was asked to pay Gh15 for the gift, which turned out to be a pair of spectacles I wasn't interested in. Although I paid, I didn't receive a receipt for the transaction. Customer service explained the charge was for freight and that the gift was from AliExpress for regular buyers. I returned the unwanted gift and requested a refund due to the lack of transparency with the payment process. I am puzzled as to why AliExpress would offer gifts without covering the shipping costs and why there was no receipt provided. I feel this situation raises concerns about potential extortion practices and lack of accountability. I urge AliExpress to investigate this matter further.

I purchased fuzzy puzzle mats on AliExpress, intending to get [redacted] mats by ordering [redacted] sets of 3 mats each. However, upon delivery, I only received [redacted] mats. After contacting the seller, they initially promised to resolve the issue. Subsequent follow-ups led to vague responses about the missing mats being in transit. It has been 2 months since then, and the additional [redacted] mats have not arrived. Despite requesting tracking details, I was given unhelpful responses. As the buyer protection period has elapsed, I am now seeking the remaining [redacted] mats or a refund representing 2/3 of the total cost. This experience has left me feeling frustrated and doubtful about continuing to use AliExpress in the future.

Hello, I recently purchased a watch and have been experiencing issues with it. The watch sometimes stops working and the backlight shuts off after a few minutes. Additionally, it does not have GPS functionality as advertised. I contacted the seller, and they suggested cleaning the watch and trying it again. I am not satisfied with the watch as it has multiple problems. The seller is refusing to refund my money, which I find unacceptable. I feel like I've been a victim of theft and fraud. Can you please help me find a quick solution to this situation? Thank you in advance. Regards, Mohammad Nahar

Dear Customer Service, I will no longer purchase from your sellers until you implement a human customer service option. I have bought a product that never worked as described and others that were short items. Contacting the seller has been futile, which is not good for business. Please provide a way to contact customer service and resolve these issues. Humans need help, not robotic responses. I have given up on some items and taken the loss but this keeps happening. Please provide a link for me to talk to a representative about these ongoing issues. Thank you, Jor K. / Milad K. Email: [redacted] Phone: [redacted]

When I initially signed up for an AliExpress account, I faced a connection issue. Subsequently, I successfully logged in using my Gmail. However, when attempting to place orders using the Gmail account, they were consistently closed. I assumed the prior connection problem caused the order closures. I then tried a different Gmail address, but encountered the same issue of the order being closed. On October 10, I successfully created a new account using my Facebook login. Despite this, when placing an order, it was closed again. Frustrated, I stopped trying to order from the app. Recently, my bank alerted me of double charges from AliExpress. Initially relieved, thinking my order went through, I discovered on the Facebook account that it remained closed despite the charges. I seek assistance with this matter and hope to receive my order before the year ends. Your help is greatly appreciated.

On the website, there's a button labeled "confirm receipt." I wasn't sure what it was for, so I ended up confirming receipts for all six of my orders. Surprisingly, this action resulted in the system marking all my orders as delivered, even the ones that hadn't left the merchant and those still in transit. Now, I can't track any of my packages, and I'm at a loss. I'm uncertain if they're still on their way or if they've been mistakenly marked as delivered. The lack of tracking information is causing me stress as I urgently need these items. I've been unable to reach out to anyone for clarification.

I purchased an item from the Soxinke store (Order Number: [redacted][redacted]). Upon receiving it, I discovered that the item is not functioning properly. Despite trying to reach out to the seller for assistance, I did not receive a response. Consequently, I initiated a dispute. To support my case, I uploaded a photo of the front side of the parcel I received. I attempted to include videos as additional evidence, but the option to upload them was not available (“upload proposal,” “add evidence,” etc.). As an alternative, I sent the videos to the seller through AliExpress. I kindly request that you review the messages on AliExpress for verification purposes.

Only the sender is authorized to inquire about the recipient's address after the shipment has been made through a trace request. You are kindly advised to contact the sender of your package regarding this matter. Additionally, please note that the sender can only initiate this trace request through the carrier where the shipment was originally dispatched from, the Austrian Post in this case. This has not been done. Ultioco Official Store provided my address incompletely. Instead of: Arno Alfred Haas, Hafnerbach, Sankt Poelten (Land), Lower Austria, Sankt Poelten (Land), Lower Austria, [redacted], Arno Haas, Hans-Resel-Gasse 1, [redacted] Hafnerbach, St. Pölten Land, Lower Austria, Austria. I have submitted this information, but it has not been addressed.

Hello, I am a Muslim and my religion considers Drop shipping to be inappropriate. Therefore, I am looking to sell products from your platform through my own channels (FB Marketplace, Fb Shop, and Shopify). I would like to kindly request your approval to proceed with this method. My plan is to list products from your platform on my shops and if any orders are received, I will purchase them from the respective seller, paying the listed amount. I will earn a commission by selling the products to buyers. Any policies such as refunds will be handled by the seller, with me solely focusing on advertising and earning a commission from each sale. Seeking your permission is essential due to my religious beliefs. I await your prompt response. Thank you, Best regards: M. Ehsan

I was initially hesitant to buy from Chinese online vendors due to concerns about no protection against non-delivery or scams. After a few successful test purchases on AliExpress, totaling approximately $500USD in the past three months, I continued using the platform without major issues. Recently, I faced an unresolved problem where a courier claimed delivery attempts for an undelivered item and then returned it to the seller. Despite no actual delivery, I am being denied a refund. Communication with a human representative on AliExpress seems impossible via the app or website. Without assurance of buyer protection, I see no benefit in using AliExpress over pricier options like Amazon. It's crucial to me to receive a refund or a replacement for the missing item. Until this matter is resolved, I will refrain from using AliExpress, undoing any cost savings previously achieved by shopping there instead of Amazon. I hope for a prompt resolution, but until then, I'll avoid using AliExpress.

Dear AliExpress, I purchased an Android Navigation device a few weeks ago and received it yesterday at 11 am. Initially, I was happy that it arrived, but upon unpacking, I discovered it was covered in fingerprints and seemed like a used item. Furthermore, there was a missing aux cable, which dampened my excitement. After attempting to install it without instructions, I realized it was defective. The display constantly flickers, causing eye strain and making it unusable. I am disappointed with this product and would like a refund as soon as possible. This experience has been frustrating, as I usually have confidence in AliExpress. Regards, Nikita L.

Hello, I recently placed a large order on AliExpress which unfortunately didn't go as smoothly as expected. The seller informed me that half of the items were out of stock after I made the purchase, promising a refund. When my order was delayed, I raised a dispute, and eventually, the order arrived two weeks later than expected. However, I faced difficulty in adjusting the dispute, and now I find myself with items that don't fit and no way to return them due to the concluded dispute. Despite my attempts to resolve the situation, the seller has refused to issue a refund. I am quite frustrated as I have received only half of my order, which also doesn't meet my needs. My main concern now is getting a refund for the unsatisfactory items.

Hello, I ordered a microSD V60 (8k) which is very fast (over [redacted] MB/s) and I received a very poor quality one (13 MB/s), there is nothing slower than this. The seller did not send me a return label. It is their responsibility to cover the return expenses since they made the mistake of sending me a "fake" [redacted] GB V60 microSD card. I should not have to spend a single cent on their errors. It should not cost me anything as I have already wasted enough time on this! This seller is a professional scammer because they lied in the listing about the shipping country (France to France) and the shipping time. This AliExpress seller is trying to scam me, which reflects poorly on AliExpress! If I lose money on this site when all I wanted to do was support AliExpress, I will not order again and will spread the word. I am not the only one being scammed by this seller. I appreciate your help with refunding me and covering the return costs. Thank you.

Dear Sir/Madam, I am writing to express my disappointment with your service. I have encountered difficulties in processing a refund or returning an item to the seller due to high return postage charges when sending the item back to China. Initially, I struggled to find contact information to reach out to you, so I sought assistance from PayPal to obtain your email address. Upon taking the return item to the post office, I discovered that the postage charges amount to £31.00. I had initially requested a £40 refund from the seller, offering to keep the item and close the dispute. The seller countered with a £27.50 offer, which I accepted. Subsequently, I asked the seller for a £32 refund, but they did not agree to this amount. I kindly request that you address this matter by providing a £32 refund. I am willing to close the dispute promptly upon receiving the refund. If this is not feasible, please provide either your UK return address or a prepaid return postage label for me to send the item back to you. Kind regards, Mohammed Idrees

Dear Sir or Madam, I am a customer on AliExpress, and I purchased a product from the Klghjo Official Store. Unfortunately, the seller misrepresented their products by displaying high-quality pictures but sending significantly lower quality items without acknowledging the discrepancy in the product description. The seller is requesting returns to be sent back to China from a German address for a refund, which may not be standard practice in Germany where returns can normally be sent to the original address. In discussions on AliExpress, the seller blamed me for opting for a lower-priced product, claiming I was "greedy," despite their misleading product descriptions. Upon reading reviews, I discovered other customers had experienced the same deceptive behavior. I attempted to resolve the issue by offering to return the package to China, but the seller insisted on additional fees to be borne by me. I respectfully request permission to return the package to the seller's German or European address. The product remains unopened as I immediately recognized it as counterfeit upon inspection. I am seeking a full refund without any additional expenses and would also like to bring attention to the fraudulent practices of the Klghjo Official Store. Please let me know if you require additional information, such as our message history, to support my claim. Thank you for your prompt attention to this matter.

I am experiencing issues with a seller who is refusing to refund me for an order I never received. Despite my efforts to track the package and check with the local post office, the seller has been uncooperative. They claim AliExpress will handle it, but I have not heard from them either. The order number is: [redacted][redacted] for a dog drinking bottle from "Golden Pet Store," costing 11.82€.

Dear Sir or Madam, We recently purchased a new 24V 300AH LiFePo4 Battery Pack on AliExpress with order number [redacted][redacted]. Upon receiving the battery, we discovered discrepancies from the product information provided by the store. After conducting laboratory tests on the battery, the results indicated that the battery can only be charged up to 27V instead of the stated 29.2V. The measured capacity of the battery was [redacted].94Ah, significantly lower than the advertised 300Ah. Furthermore, the battery's weight of 23.1kg is consistent with a 100Ah battery rather than a 300Ah battery which typically weighs between 52 and 60kg. We urge you to investigate this matter and refund us without incurring any return shipping costs. It is essential to protect other buyers from such deceptive practices on the AliExpress platform. We hope for a prompt and fair resolution. Thank you.

Order No: [redacted][redacted] I've been in contact with the seller for months, but they keep saying they haven't received the damaged item. All conversations are saved on Ali Express, and I can provide screenshots. Every time I contact customer service with proof, I'm told the issue will be resolved. However, I keep getting emails asking me to reach out to the seller, but the problem persists. I paid double for the item to return it to the seller's address, but due to health issues in their country, it was sent back to me. I've informed the seller of this, but I'm now out over $[redacted] for an unusable item. I need help to either resolve this or reopen the dispute. Time has passed, but I see no other options.