AliExpress Customer Service Issues

To whom it may concern, I regret to inform you that I am experiencing issues with placing an order on your website. Although the item I selected was supposed to have free shipping, I am now being charged for shipping. I attempted to order 8 of the same item, but I was still charged for shipping after confirming the quantity. I wanted to bring this matter to your attention so that other customers do not encounter similar confusion when ordering from your website. I apologize for having to report this unexpected issue, and I hope it will be addressed promptly. Unfortunately, I have been unable to reach anyone via phone to discuss this matter further. Thank you for your attention to this matter. Sincerely, Jessica

On August 30, [redacted], I ordered the Powerslide Triathlon Skate Suit in blue, size XL. I made a payment of 27.65 Euro through PayPal. However, the order is not visible in my account. Has the paid item been shipped to my address? My delivery address: Gerold Schröter Hans-Sachs-Straße 60 [redacted] Dresden Please provide an update. Best regards, Gerold Schröter

I was instructed by the admin to wait after making my payment, which I did. However, it has been four days, and I am still waiting for feedback. Initially, I was informed that I was the last order for the final task before being able to withdraw my funds. Unfortunately, more orders were added, extending my completion requirements. I am frustrated and disappointed by the lack of communication from the admin, especially considering the significant investment I have made in this shopping mall with no clear refund process in sight.

I have not received the product I purchased. I have attempted to contact you 10 times without success. The Israeli post office states they did not receive the item. After contacting the seller numerous times with no resolution, I request a refund or for the missing item to be sent to me. Your website has been down for months. It is imperative that you acknowledge and rectify this situation promptly. Kindly review the number of my complaints. Moshe K.

Subject: Assistance Needed with AliExpress Order Dear AliExpress Customer Support, I hope this message reaches you in good health. I am reaching out for help regarding an order I made on AliExpress for a luggage set. Sadly, I am facing challenges with this purchase as I haven't received the product even after making the payment. Order Details: Order Number: [redacted][redacted] and [redacted][redacted] Product: Luggage Set Price Paid: $17.82 and $21.61 Despite my initial excitement, I have not received any updates on the shipping or delivery status of my order. I have tried contacting the seller through AliExpress's messaging system multiple times, but no responses have been received. This lack of communication has left me feeling anxious and disappointed. I kindly ask for your assistance in resolving this issue. I have had positive experiences with AliExpress previously and believe you can help me with this matter. I would greatly appreciate it if you could: - Check the status of my order and provide details on its current status and expected delivery time. - Reach out to the seller on my behalf to investigate the delay and their lack of response. - If necessary, start a dispute process to ensure I either receive the product I purchased or secure a refund of the [redacted] Rupees. While I understand delays can happen with international shipping, the seller's lack of communication is troubling. I have faith that with your help, we can address this matter positively for both me as a customer and for AliExpress as a reputable platform. Please inform me if you need more information or documents from my side to proceed. I am grateful for your swift attention to this issue and am hopeful for a resolution. Thank you for your aid. Warm regards, Marilyn S. +[redacted]4

I have provided proof from the post office stating that I did not receive my package, yet my refund was denied. The post office issued a document indicating a conflicting status compared to the message saying the item was returned. I was informed by the post office that they do not have the package and it is with the seller. Without a refund or the package, this situation is concerning.

Hello, I am experiencing difficulties with my return process. After reaching out to support without success, I hope to explain the situation here. I purchased an item from a vendor on AliExpress and found the quality to be subpar. The seller was unhelpful, so I initiated a dispute. AliExpress approved the return with the seller covering the shipping cost, but I never received the return address from the vendor despite monitoring the dispute page. Ultimately, my dispute was closed due to not sending the package back. Even after contacting support multiple times, the issue persists. The order number is [redacted][redacted]. I followed the instructions given by the Polish customer service team to wait for the return address, which I never received. I have attached a screenshot of the dispute log for reference. I am seeking assistance in ensuring that the return process is completed correctly and that I receive a full refund plus the shipping fee. I appreciate your help in clarifying the instructions I received from the Polish customer service chat. Thank you, Jakub N.

I've been having issues with AliExpress for months. I keep receiving invoices claiming I haven't paid, even though I've paid everything promptly. Some of my packages haven't even arrived, yet I'm being asked for more money. I did get a refund once, but then they wanted it back after two weeks. Every other week, I get several bills for over 30 euros.

Hello, I am Kenneth Lim, the owner of kenswares.com, a newly established Dropshipping store created on Shopify. I encountered a problem with fulfilling orders using my personal email [redacted] for testing purposes. To address this, I created a business email, [redacted], which I linked to my DSers plug-in successfully. However, I faced issues linking my Ali Express account, [redacted], to DSers, as it kept defaulting to my personal Ali Express account for order fulfillment. This resulted in shipping updates going to my personal email rather than the customers. I urgently need assistance to ensure the shipping updates go directly to customers for a smoother process. Could someone from "[redacted]" help me resolve this matter promptly? Your support is greatly appreciated. Best regards, Ken (kenswares.com)

Good day, I received a rear view camera from AliExpress, but it didn't fit due to the connector. I opened a dispute, returned the item to the seller in China within the provided time frame by AliExpress. The seller confirmed receiving it. Unfortunately, I lost the payment receipt and the post office won't provide a duplicate. The dispute and appeal ruled in favor of the seller. I spent $15 on shipping to China for a $33 camera, and the seller is unresponsive. AliExpress is requesting the receipt.

There seems to be an issue with the delivery address for order number [redacted][redacted]. Despite repeated attempts, I was unable to correct the address on the website. Unfortunately, the delivery service, "Hermes," was unable to successfully deliver the package and has sent it back to China. The correct address for delivery is as follows: Susanne Klum c/o Andi Am Oberfeld 2 [redacted] Maisach Germany Please ensure that the package is re-sent to this correct address. I am quite frustrated with the situation. Thank you. - Andi

I returned the packet because the clothes were too small for me. However, I received a notice to pay for the return. I'm puzzled by this situation. I checked with the post office, and they informed me that they handed the packet back to the sender. I'm unsure why the sender received it instead of you. Can you please investigate this matter? I need a refund for the small clothes. Kindly track the packet using the address you provided to find out who has it. I appreciate your assistance. Tracking Number: [redacted][redacted].

I am writing to express my concerns about Order ID [redacted][redacted]. I purchased a mini PC from the Morefine official store on AliExpress on May 11, [redacted], with a two-year manufacturer warranty. Unfortunately, less than two years after the purchase, the PC started crashing (turning off and on by itself) during use. I attempted system updates, but despite Windows indicating the system was up to date, the crashing persisted and even worsened. Following the seller's advice, I reinstalled Windows 11 Pro and downloaded all necessary drivers from the manufacturer's website for their M600 AMD series. Despite successfully installing the drivers, the crashing issue persists, rendering the PC unusable for work. Despite reaching out to the seller and leaving messages/complaints with AliExpress customer service, I have not received any acknowledgment or resolution to this ongoing problem.

I recently purchased bedding on Aliexpress and had to cancel the order immediately. However, I encountered issues with the cancellation process as the button was not available. After much back-and-forth, the seller agreed that I could return the item at their expense. I had to cover the shipping costs upfront, and they were supposed to refund the item's amount to me. Opting for a cheaper postage option at €19.99 instead of €48.99, I sent the package back. Now, it seems like I might not get my refund as expected. The total shipping cost incurred is €63.

Hi, I'm Jayaratna. My order number is [redacted][redacted]. I placed this order three days ago. Initially, I ordered a 5G S24 smartphone, but when I tried to pay, there was an error message saying the order was closed. The next day, I received an email saying the order was ready for delivery, but it turns out it's for an earphone only, which I already have plenty of. I would like to cancel this order. Can someone please assist me? Thank you.

Ich erhalte keine Pakete von Ihnen, da jemand meine Adresse und Postleitzahl geändert hat. Bitte korrigieren Sie: [redacted] FRIESOYTHE, Wangerooge Str. 30, Ursula Matschull. Es wurden bereits zwei Pakete an die falsche Adresse gesendet. Ich habe die Informationen auch auf Ihrer Seite korrigiert, jedoch erscheint bei den nächsten Lieferungen immer noch die falsche Adresse. Bitte korrigieren Sie dies oder erstatten Sie mir mein Geld für die Bestellungen. Ich habe keine Lust mehr auf diesen Ärger. Matschull.

I received my pendant light order today, but it is too tall and large for my breakfast nook with average ceiling height in my mid-80s home. The fixture is stunning, but unfortunately, it doesn't fit anywhere in the house. I have to return it for a refund and look for something similar but smaller. Can you help me with this? Thank you for your understanding. Although I have copies of the order, there is no order number or item number on the paperwork I received.

Subject: Size Discrepancy Issue - Requesting Reimbursement for Order ID [redacted][redacted] Hello Customer Support, I am contacting you to request a reimbursement for order ID [redacted][redacted]. The size of the item I received does not match the size specified in the product description, making it unusable as it does not fit. I have included a photo comparing the received item to one of my own, clearly showing the size difference between the advertised dimensions and the actual item. I kindly ask for prompt processing of the reimbursement to resolve this matter. Feel free to reach out for more details. Thank you for your attention and support. Best regards, Fromeyer

I recently placed an order as I've been facing issues with the system since the weekend. The customer service experience has been poor, as I require assistance rather than technical support. I reside in [redacted] Enger, Germany, but AliExpress is displaying the town of Herford for the same zip code. I noticed the incorrect address when confirming my order. Additionally, the €4 voucher for new customers was not applied despite this being my first order on the platform.

Good day. I have not received my package. The tracking number is CK [redacted]56NL. According to the latest information on the website, the package arrived at the local delivery center on September 9th. Today, on October 4th, I visited all post offices in the city, but I could not find the package with this tracking number. I called the customer service hotline at [redacted], and they also informed me that such a package did not arrive. There is no information about the package under my name either. I kindly request assistance in resolving this matter. Please help me locate the package or initiate a refund. Thank you.