AliExpress Customer Service Issues

Hello, I hope you're having a good day! I placed an order for multiple items that were consolidated into one shipment scheduled to be delivered today, November 16th. However, I noticed a delay message on the tracking information. I reached out to the customer service chatbot at the local post office and was informed that the package is being held at the sender's country border by customs. What steps should I take next?

I am disappointed with the recent transactions I had with AliExpress. My purchases were bundled together and not shipped separately, causing delays. Essential documentation for international shipping was missing, leading to my product being in transit for 95 days. Despite my attempts to resolve the issue, all disputes were closed without explanation. I have not received any of the products I ordered and have not been reimbursed for them. The offer of a partial refund is unsatisfactory. This lack of customer service and failure to fulfill commitments is unprofessional. I urge AliExpress to address this promptly by either refunding the undelivered items or expediting delivery. If not resolved, I will pursue other means to address this issue. Thank you.

Order ID: [redacted] I recently purchased a handbag set from a seller in Spain, but surprisingly the seller shipped it from China. This resulted in me having to pay an additional £3 for taxes, which was unexpected. To make matters worse, instead of the handbag set, I received sunglasses that were similar. It's clear that this was a mistake on the seller's part. When I initiated the return process, the seller did not cover the return shipping costs nor provide a return label. I was only given an address to send the item back to, which cost me another £13. In total, I've had to pay an extra £16 for something that wasn't even what I ordered. I informed the seller and provided the tracking number, but there are still issues with a fake tracking number. I shipped it back using Magyar Posta with tracking number RR[redacted]83HU.

Dear Sir or Madam, I ordered two jackets in size L. The jackets arrived yesterday, on November 16, [redacted]. However, the jackets are too small, so I would like to return them. I have already contacted the seller, but they did not respond to my message. I am requesting a solution as I see no point in keeping a jacket that does not fit and paying the invoice to Klarna within 30 days. My order number is: [redacted][redacted] Kind regards, Merve A.

I recently received an order from AliExpress that I had missed due to being away on vacation. Unfortunately, the item I received does not match the description or images on the website. I would like to return it and receive the correct item as depicted in the pictures. While the 14-day return window has passed, I am hesitant to keep a product that does not meet my expectations. I hope to resolve this issue promptly.

Order number [redacted][redacted]: I was advised by the seller not to use FedEx or DHL for the return of my item as they would reject it. I sent back the wig using Canada Post for $31, without a tracking number as instructed. I shared the receipt and package images with both the seller and Aliexpress. Using a tracking number would have cost me $86 with Canada Post. The seller misled me by not providing return payment and insisting on no tracking, preventing my refund. Despite evidence submitted, Aliexpress denied my appeal due to the lack of tracking. They overlooked the post office receipt confirming the shipment. Despite my efforts to cooperate with the seller and follow instructions, they failed to honor our agreement. I have evidence but lack a tracking number. The seller even disabled my ability to review the order, indicating a scam. They exploit the lack of tracking to deceive customers.

I have been a loyal customer of AliExpress for years, but recently I encountered multiple issues with my orders. Despite ordering a rear seat bag for my motorcycle twice, both times the items were rejected during transit without notification. Obtaining a refund was a painstaking process each time. Furthermore, my recent purchase of riding shoes for SPD pedals advertised an easy return policy, but returning the shoes due to discomfort was far from hassle-free. It took significant effort to secure a return label and even more persistence to finally receive my refund after engaging in a frustrating chat with AliExpress customer service. The lack of efficient communication and resolution has led me to seek alternative platforms like Temu for better service, despite their more limited inventory. I hope AliExpress improves their customer service to retain loyal customers like me.

I am reaching out from Palestine, residing in the West Bank. Whenever I purchase items from AliExpress, they are initially delivered to the Israeli Post. Due to my inability to enter Israel, a local company there forwards the packages to me. Recently, I bought two devices from a seller on AliExpress, with FedEx shipping them from China to Israel. Following a delay in customs clearance, the package was returned to China. Despite agreeing to cover all expenses, the merchant closed the request to send it back to me. I tried to resolve the issue with the dealer, who assured me but failed to act for the past two months. Despite my attempts to open a dispute for a refund, the merchant refuses to cooperate. FedEx reported that the merchant declined to retrieve the package in China and suggested its destruction. The merchant continues to stall, claiming intentions to send it back. I am left feeling unfairly treated in this situation.

Subject: Mobile Phone Complaint - Order [redacted] Dear Seller, I am writing to express my dissatisfaction with the mobile phone recently purchased from your company. I ordered a 5G I15 ProMax with the expectation of receiving a high-quality device. However, I have encountered several issues with the phone that have left me disappointed. The problems I have experienced include weak battery health, limited storage capacity, incorrect RAM specifications, poor display quality, and persistent internet connection issues. These issues were noticeable from the first day of use, and the product received does not match the features promised. Due to these discrepancies, I am requesting a full refund for my purchase. I believe it is fair to receive a refund given the product does not meet the specifications outlined in your description. I kindly ask for your prompt assistance in initiating the return process and providing details for processing the refund. Thank you for your attention to this matter. Sincerely, R.N. Sri Lanka

I am new to AliExpress and recently created an account for making a purchase. However, when I tried to pay, my order closed automatically. I attempted to create new accounts but encountered the same issue. I have since deleted all additional accounts and kept only one. Unfortunately, in that remaining account, I am unable to pay or view my watchlist. I need this matter resolved by December 8th as I intend to send a gift to my friend in America. The repeated challenges are frustrating, and despite my efforts, I am unable to proceed with payment as I keep receiving a message stating that my account is temporarily unavailable.

I ordered a package of 5 LPS, but I only received 3. I requested a refund for the missing items. The first issue was resolved, and I will be getting a refund. However, for the second issue, I received a message stating: "Problems with the order: Customs is holding the package Invalid." They are asking for missing parcel documents from the shipping company within a specific timeframe. If the goods were received but were damaged or incomplete, it is advised to provide feedback in the dispute section and consider canceling the dispute, then opening a new one by selecting "Item received in part or whole."

Hello. For over a year now, I have been unable to place orders on AliExpress. All my orders are automatically closed without any explanation. I have been a customer of AliExpress for over 10 years and have never had any issues before. The same thing is happening with my wife's account. She also cannot make any purchases on AliExpress. We have not done anything that would cause our orders to be automatically closed. Please help us figure this out. Sincerely, Y. Kupriy

Order Number: [redacted][redacted]. I purchased a Waterproof Digital Altimeter Compass Weather Forecast Device from you with an opened package and without an instruction manual. I would like to request an instruction manual from you. I would like to set up the altimeter compass weather forecast device as it has some functions that I do not understand. Order placed on Dec 14, '23. Sincerely, Wolfgang K.

Hello. In early December [redacted], I ordered a picture (without a frame) worth 36 euros from a shop on the Aliexpress app. My order was supposedly shipped, and a tracking number was provided. However, on the 23rd of December [redacted], the tracking number was suddenly changed, and there have been no further status updates in the DHL tracking since then. The shop is referring me to DHL, and DHL is saying that the sender needs to address this and file a complaint. It seems like everyone is passing the responsibility to someone else. What should I do now? I would like to at least get my money back. As a father of 2 children, I don't have extra money lying around. The picture was intended for one of my children for Christmas, but it still has not arrived to this day! Sincerely, M. Hein

Здравствуйте. У меня возникла проблема с открытием спора из-за заказов, которые не получены из-за отсутствия кодов в постаматах. Служба поддержки доставки посоветовала открыть спор, однако у меня возникли сложности с этим. Чтобы открыть спор, необходимо подтвердить получение заказа, однако у меня не отображается кнопка "Подтвердить", есть только опция "Отследить". Ранее показывался счетчик дней до возможности открытия спора без этой кнопки, но и после этого срока ничего не изменилось. Я не могу связаться с поддержкой. Как мне быть?

Trying to file for Tax Exempt with AliExpress has been incredibly frustrating. I spent two hours on the live chat with their customer service team, but unfortunately, it was not helpful at all. The links and web pages they provided as guidance were non-existent, making it impossible for me to proceed. Even when I tried to upload the tax exempt form as instructed by the representative, it did not make any difference. They mentioned that the problem has been escalated, and I should expect an email response within 3 business days. However, based on the negative feedback I have seen from other customers, I am not very optimistic about a quick resolution.

Hello. I have an order on AliExpress that has exceeded the delivery deadline on January 31 because the seller from China refuses to notify the shipping company UPS POLAND to pick up the package and hand it over to UPS ROMANIA. The package arrived in Poland on January 22. I want to mention that I paid for the order and the shipping to Romania. I don't know why the Chinese seller is treating me this way. The order number is: [redacted][redacted] and the AWB number is: 1ZWR[redacted][redacted]. The seller is: YG BATTERY SPECIALTY STORE. I am reaching out to you as I am not receiving any help from anyone. From Poland, they told me that they cannot pick up the package until the sender from China notifies them. The sender is not willing.

Am 10.02.[redacted] habe ich bei Aliexpress selbstklebende Deckenplatten bestellt, die ich nun erhalten habe. Leider haften die Platten nicht gut auf der grundierten Decke, da der Kleber an einigen Stellen nicht hält. Ich kann die Platten daher nicht verwenden und würde sie gerne zurückschicken. Da ich kein Englisch spreche, habe ich Schwierigkeiten, einen deutschsprachigen Ansprechpartner zu finden. Ich wäre sehr dankbar, wenn Sie mir dabei behilflich sein könnten, da ich sonst zukünftig woanders bestellen werde.