AliExpress Customer Service Issues

Dear Sir or Madam, I am having an issue with a seller who sent me a defective hard drive. Despite providing ample evidence, the seller keeps claiming they have not received any proof they can see. I kindly request your assistance as the seller is refusing to refund the money or take back the item. I have been dealing with the seller for days now without any resolution, and I am becoming increasingly frustrated. Regards, Erdinc Özdemir

Hello, I purchased a laptop from AliExpress which unfortunately broke after three weeks. I reached out to the seller, and we agreed that I would send it back. I shipped the laptop to AliExpress using the provided return label #48, and it was delivered on June 15, 23 to AliExpress Return Service in London. However, despite sending multiple emails, I have not received any updates regarding the status of my laptop. The address I sent it to is: Domestic Returns Return Aliexpress Safestore Unit [redacted] , Unit 6 Charlton Gate Business Park Anchor & Hope Lane London SE7 7RU Thank you.

I accidentally placed order no. [redacted][redacted] two weeks ago using my old email address [redacted], which is no longer active. My most recent order was under the new email [redacted] I haven't received any updates regarding the order and have only received one item addressed to Jacob M. I tried the automated solution, but it keeps referring to my old email for changing the delivery address. You can reach me at [redacted]38. Thank you, Shlomit M.

I purchased a cell phone, but it stopped working after 2 days. The seller agreed to the return but is now claiming it wasn't received or was empty. The Chilean Post Office confirmed delivery, but the seller disputes it. AliExpress is pressuring me to release payment despite not receiving a refund. I am frustrated and feel unsupported by the lack of assistance in providing evidence of delivery. This situation is unfair and disappointing.

On August 9, [redacted], I placed an order, and it was shipped on August 11, [redacted]. I received tracking information and saw that it arrived in my country on August 16, [redacted]. The following day, it cleared customs. On August 18, [redacted], it was handed to a local delivery company without providing tracking details. Although the AliExpress mobile app marked it as delivered on August 19, [redacted], the shop's app still shows it in transit. I promptly contacted the seller, who stated it was delivered to my local post office. When I checked, the post office had no package under my name. I raised a dispute but was denied due to the lack of photo evidence, which I don't possess. I have appealed the decision and am awaiting communication from the seller.

I ordered waterproof earbuds, a mini camera, and a mini knife keychain with a sheath. I initially entered my new address, but the package was sent to my old address on file. Despite USPS forwarding it to my new address, the seller requested it not be forwarded and disposed of properly. I have since updated my address on the account and am trying to have the items resent to the correct address. I prefer to receive the items rather than a refund.

Order Number: 8[redacted]-[redacted] Product: Emmor Synthetic Long Wavy Wigs with Bangs for Women Cosplay Natural Ombre Black Light Blonde Hair Wig High Temperature Fiber (EM2102-1) Greetings, I recently made a purchase of the mentioned product and completed the payment using PayPal. However, upon payment, I received a notification stating that my order was closed for account security purposes. This has left me disappointed as it was my first time buying from AliExpress, and now, I am without my product and my payment. I am seeking a refund to be issued back to my PayPal account.

I ordered a dress on April 27, and I still haven't received it. In June, I got an email saying it was on the way. I've tried various ways to contact customer service but have been hung up on multiple times. When I called again, they informed me that the dress had not been shipped and said they would process a refund claim, which they did not do. I am frustrated as a loyal customer who has spent a significant amount with your company. I believe I deserve better treatment, respect, and honesty in this situation. (Order number [redacted][redacted], $90.52 paid)

I recently received a phone from XPhone, an Umidigi Bison 2, but it did not function correctly. I am in the process of requesting a replacement and agreed to cover the shipping costs from the UK. However, when I tried to confirm the details through an email from Ali Express regarding the dispute, I encountered difficulty accessing the page. I then reached out to the seller via chat, and they mentioned that the dispute will only be resolved once they provide me with the return address to send the phone back and send me a new working phone promptly. My order number is [redacted][redacted].

My order number [redacted][redacted] contains a faulty item. The fabric of the nvgtn leggings in purple is torn. I have the right to a remedy under the warranty for defects since this is a production fault for which the seller is responsible, not the buyer. The seller is refusing to accept this. They have the option to improve the leggings, exchange them, or refund me the money. I am waiting for a response.

I placed order number [redacted][redacted] for 18.41 euros on July 10, but received the wrong item. The seller admitted the mistake and asked me to retract the dispute to send the correct product. Despite my attempts to obtain a tracking number, I haven't received a response. Lately, the seller seems to be ignoring my messages, leaving me concerned about losing my money. I'm unable to open a new dispute, which has left me feeling lost and hesitant to make future purchases.

I purchased 4 pink velvet valances totaling $[redacted].00 from Clouds Textile Co. Also, I ordered an embroidered sheer from HQYQLLHYR Factory Store on the same day, July 26th. However, I have not received either item. HQYQLLHYR claims they have no record of the order or delivery, although a previous order for 2 sheer curtains was delivered in a separate shipment. Clouds Textile Co. initially said they were working on the valances, but later claimed they were delivered, which was not the case according to UPS and USPS records. There were no tracking numbers provided. Today, August 25th, my order status indicated that the valances are still in China with no updates on the sheer curtain. I paid for the items using my debit card and I am requesting a refund if the items are not delivered, although my preference is to receive the products as expected. - Melinda W.

Subject: Dispute Resolution Request Dear Sir/Miss, I am writing to express my disagreement with the proposed solution regarding the incorrect model of the Lenovo Active pen that I received. I did not cause the error in the product listing on the sales site. Therefore, I am unwilling to cover the return shipping expenses. I am requesting either a replacement pen of the correct model or a full refund that includes the shipping costs. I am a frequent user of AliExpress and have never encountered such issues before, so I trust that AliExpress will address this matter appropriately. Furthermore, according to Dutch online sales regulations, sellers are obligated to rectify such issues at no additional cost to the buyer. If this matter is not resolved promptly, I will be forced to block the credit card payment in the coming days. Sincerely, T.H. --- Note: Your current Service No. is: #CaseNo:[redacted][redacted]# Dear T.H., Thank you for reaching out to AliExpress. We have reviewed your case and come to a decision. Please see the details below: Order Information: - Order ID: [redacted][redacted] - Item Name: Original Lenovo Business Pen [redacted] Lenovo Active Pen 3 Magnetic Drawing Touch Pencil for Xiaoxin Tab P11 Pad 11 Pad Pro Tablet Resolution: - Solution 1: Return the item for a full refund of 32.72 EUR (buyer to cover return shipping fees). Please ensure to provide the tracking number within 10 days on the dispute detail page. Failure to do so may result in the payment being released to the seller. You can log in here to review the dispute details. Thank you for your understanding. Best regards, AliExpress Case Management Team

I made a purchase on AliExpress almost 5 months ago that included multiple products in one order. The package has been stuck in the Netherlands for 4 months without any updates since May 5, [redacted]. I contacted both POST NL in the Netherlands and my local post office in Bulgaria, but no one could provide a solution. While most sellers refunded me, one seller refuses to refund me, claiming the shipping company should be responsible. I opened a dispute with AliExpress, providing evidence of the lost package, but the automated decision favored the seller. Despite the seller's refusal to refund and the order being marked as completed, I believe I am entitled to a refund due to the extended delivery time. The seller's refusal to refund and disregard for the "90-day Buyer Protection" policy seems unfair. I have faced this issue for the first time on AliExpress and seek assistance to resolve this matter promptly.

I recently purchased a feature phone, the "Qin F21 Pro," from the Aliexpress store called "Shop [redacted] Store." I received a tracking number, "DHL[redacted]," for the shipment through the Aliexpress app. Surprisingly, the tracking information showed that the item was delivered to my address within three days, but I never received it. After contacting my local DHL office, they informed me that the tracking number was related to a document for a local bank, not my parcel. I've tried reaching out to the store multiple times, but I have not received any response or even seen that my messages were read. I urgently need assistance from Aliexpress support to resolve this issue. Thank you.

I find the website increasingly frustrating to navigate. The search results are flooded with irrelevant items, making it difficult to find what I am looking for. Additionally, the suggested items disappear too quickly to click on them, oftentimes leading to unrelated products being shown. This has caused me to avoid using the site altogether. For instance, when searching for a CRF1100 gear shift lever, the results display unrelated items like LED lights, women's apparel, and handbags. I urge the website to address these issues promptly.

Dear AliExpress Support Team, I am seeking clarification on various shipping, delivery, and return policies to enhance my customer service: 1. Could you detail the standard shipping timeframes for products? 2. Are there express shipping choices available for faster delivery? 3. How can I access and share accurate tracking information with customers? 4. What is the standard return policy for AliExpress purchases? 5. How does AliExpress address discrepancies in product quality or accuracy? 6. What is the recommended method to communicate with suppliers efficiently? Thank you for your help.

Hello, I am writing from Islamabad, Pakistan. On June 11, [redacted], at 09:39, I placed an order for a D18 Smartwatch Circular Color Screen with Multiple Sports Modes in Black. My order ID is ([redacted][redacted]), and the expected delivery date, as per the email confirmation, was July 31, [redacted]. Unfortunately, I have not received any updates regarding the delivery through email, phone, or any other means. The order status shows as self-completed two days ago, but I have not received the item or any information about it. I am unsure how to proceed in contacting AliExpress to resolve this issue. I would like to reach out to their help center via email to seek guidance on how to proceed with either receiving the parcel or obtaining a refund.

I placed an order with AliExpress Luxembourg on August 1, [redacted], for two pairs of reading glasses. However, I have only received one pair so far. I am unsure of the status of the second pair and would appreciate assistance tracking it. Both pairs were paid for simultaneously using my Visa Credit Card in the name of M. Duisterwinkel. The Visa Credit Card number used for this transaction is 4[redacted] 1[redacted] and is valid until 07/28. I kindly request information on how this issue will be resolved. Thank you for your attention to this matter. Sincerely, Martin Duisterwinkel.

I made a purchase on Aliexpress on July 31, [redacted], and realized after a week that the item had not been shipped. The courier declined the package likely due to a generated consignment number without an actual item being sent. The Aliexpress order ID is [redacted][redacted] for £44 GBP. Despite reaching out to Aliexpress after 18 days of no progress on the delivery, they informed me it would take another 10 days to investigate. Even on August 28, they claimed the item was in transit when it clearly wasn't as it hadn't been dispatched. I am now seeking a refund after waiting for over 30 days. It's frustrating that Aliexpress does not offer live customer service and instead relies on automated chatbots, making communication difficult. This experience has made me question Aliexpress's reliability as a seller.