AliExpress Customer Service Issues

I purchased i12 TWS AirPods, but unfortunately, they arrived damaged and do not charge. After contacting the seller without a response, I opened a dispute and provided evidence through two videos. The seller only responded once evidence was submitted, offering a partial refund of 3.5 euros when I paid 9 euros. Disagreeing, I escalated the issue to AliExpress. They ruled in my favor for a refund but requested I send the item back to China from Italy, costing about 30 euros - more than the initial purchase price. It felt unfair as it wasn't my fault, and I couldn't afford to lose more money over a defective product. The seller even removed the item from their store. Ultimately, despite being in the right as a customer, I lost the case and my money.

Hello, I wanted to bring to your attention an issue with your system that has caused me a lot of frustration. I initially encountered difficulty ordering items from your website as they were unable to be shipped to my country. After realizing that I had not provided a shipping address on my account, I added one. However, when attempting to checkout with an item, I encountered a problem with payment options and ultimately the item was ordered without my confirmation. Despite this, I am considered no longer a first-time buyer due to this unexpected order. I had to cancel the order and now face uncertainty about its status. I am concerned about potential payment demands for an item I did not intend to purchase. I would like the erroneous first order removed from my account and my first-time buyer status reinstated. I urge you to address these issues to prevent automatic ordering without consent. This experience has made me hesitant about using your site in the future, as it is unacceptable for orders to be processed without proper confirmation. Sincerely, LN

I urgently need to update my email address on AliExpress as my old one is no longer active. I have been attempting to make this change for over a week without success. Additionally, my payment account needs to be updated to resume purchasing on the platform. Despite numerous attempts to resolve this issue, I am unable to buy anything on AliExpress until these changes are completed. Please assist me in updating my email address and payment information promptly. I have been seeking help for over a week without a resolution. Your immediate attention to this matter is greatly appreciated.

I have been wasting my time trying to resolve my issues through GetHuman. They keep redirecting me back to AliExpress help desk, which has been unhelpful. Despite explaining my issues repeatedly, GetHuman seems to not be listening. It appears as though AliExpress is unwilling to assist me in resolving these matters. I am frustrated with being continuously referred back to AliExpress help desk by GetHuman.

I have reached a point of frustration with Get Human as I am experiencing difficulty resolving issues. My main concern is changing my email address and updating payment details. However, each visit to the help desk leaves me without a solution. I am unsure why Get Human has not addressed this problem, and I am considering this situation a scam due to the lack of assistance provided.

I purchased four dresses from a seller on AliExpress. Unfortunately, when they arrived, they were not the correct size. Despite returning two of the dresses via recorded delivery, the seller claims they have not received them. In the meantime, I reordered two more dresses, but one arrived in the wrong color. The seller's communication through WhatsApp and the AliExpress chat has been unhelpful, leaving me feeling cheated and frustrated. I am seeking assistance to compel the shop to refund me for the returned dresses, as I have proof of delivery with a signed receipt from the warehouse. I am willing to provide evidence of the shipping address provided by the seller and our unsuccessful communication attempts.

I am facing an issue with a seller on AliExpress. I ordered a product, a commercial tape dispenser, which I need urgently. I also inquired about buying the correct size tape in bulk and [redacted] sets of poly mailers as I am a distributor in SG. The seller disappeared without responding to my inquiries, so I canceled the order due to the lack of communication on such a substantial order. Days later, the seller reappeared and was rude, blaming his holiday for the lack of response. Despite my communication, the order was shipped, but I do not want it due to the seller's behavior. I prefer to work with someone responsible. I have screenshots of the conversation for reference. How should I handle this situation as the seller has already shipped the order despite my attempts to cancel it? Most sellers are accommodating, but this one has been unprofessional and impolite.

I am having trouble changing my email address. I have been directed back and forth between GetHuman and the help desk without a resolution. GetHuman directs me to Just Answer, where I am asked to update my payment information. Despite paying $8 and then $59, Just Answer claims to be a free trial, which is misleading. They also refuse to refund the $59 they charged me. I am extremely dissatisfied with both Just Answer and GetHuman, as they continuously redirect me without resolving my issue. I have spent a significant amount of time trying to update my email address with no success. I am frustrated and request immediate assistance, as this will be my final attempt to resolve the matter.

I had an issue with an order on AliExpress. The seller asked me to cancel my original order and place a new one for an in-stock item. When I tried to reorder, my bank placed a hold on the funds from the initial cancelled order. I contacted the bank, who informed me that the funds would be held until the seller claimed them. The seller assured me the money would be released once they didn't claim it. Now, I find out the seller claimed the money, my order was still cancelled, and I'm seeking advice on how to get my money back from the seller or merchant.

I made purchases on AliExpress from SAFEBET Woman Bag Store right before the sale ended. I selected two bags that were supposed to be on sale for about $2.45 each. However, when I checked my order, I noticed I was charged full price. I tried to cancel the order, but it was still shipped. I reached out to the seller to explain the situation and my cancellation, but they were uncooperative. They insisted that charging me the full price was correct, even though I made the purchase during the sale period. The website still shows the items on sale, so I'm confused why I didn't receive the discounted price. I purchased a similar bag from another seller during the sale, and that item was correctly priced. It's frustrating that only these specific bags were charged at full price despite being on sale during my purchase.

Dear Sir/Madam, Order No: [redacted][redacted] I submitted a refund dispute and returned the order using AliExpress's local return method with tracking number WM[redacted]57GB before receiving a free return label from the seller with their tracking number. The process is taking too long, and I would like AliExpress to step in and resolve the issue promptly. The parcel was delivered by Royal Mail to AliExpress's local return facility, and I have evidence of delivery. Despite sending the tracking number and proof of delivery to the seller, they keep redirecting me to AliExpress customer service, which only offers automated responses through a chatbot (Eva). I am currently at a standstill, unsure if I will be refunded or if my parcel sent to AliExpress's facility is lost. I kindly request your prompt attention to this matter. Thank you. Best regards, Sanjen Thandrayen

I have been a loyal Ali Express customer for many years and have placed numerous orders. Unfortunately, my recent experience with customer service has left me extremely frustrated. I received a damaged and inaccurately described order, leading me to open a dispute and return the item to the seller promptly. Despite providing all necessary evidence and appealing the decision, I have received no refund. It is disheartening to lose money on a product that was returned to the seller, especially when no resolution has been offered. I understand the importance of providing a tracking number, but due to limitations at my local post office, I was unable to obtain one. I am disappointed that my request was rejected without further investigation or consideration of the seller's side. I hope Ali Express can assist me in resolving this matter, as it has soured my otherwise positive shopping experience with the website.

I purchased a Huawei P30 Lite phone (global version) from JSF stores on Ali Express on August 10, [redacted] with order number [redacted][redacted]. I received my order last week and unfortunately, it turned out to be the Chinese version, which is incompatible with my country and doesn't support Google Play services. I am requesting either a refund or a replacement promptly. Your urgent attention to this matter would be greatly appreciated. Thank you.

In August 26, [redacted] (during the promotion), I placed an order over [redacted] US$. I was eligible for "FREE AliExpress Direct shipping" and a "FREE AliExpress 6US$ coupon." However, when I made the order, not all items were included, so the "FREE AliExpress Direct shipping" was not applied, and my Visa was charged. I cancelled the order and reordered, but the same issue occurred with items missing and the shipping offer not being applied, resulting in a second charge on my Visa. I have received a full refund for the first canceled order, but the refund for the second cancellation was short by 12.24 US$ (Order ID: [redacted][redacted]). In summary, I have incurred a loss of approximately 46.24 US$, broken down as follows: 1) 12.24 US$ (missing refund). 2) 12.82 US$ (promotion discount). 3) 15.15 US$ in bank charges due to exchange rates. 4) 6.00 US$ "AliExpress selected coupon." I kindly request a refund of the missing 12.24$ and compensation for my losses. Thank you.

My name is Craig Connolly, and I live in Canada. Last night, I attempted to buy a couple of products from the AliExpress website using a prepaid Visa gift card purchased from Canada Post Office. Despite having an extra balance of around $70.00 on the card, the transaction repeatedly failed to go through on the AliExpress site. I'm curious to find out if AliExpress only accepts postpaid credit cards, as my prepaid card didn't work. Thank you.

Hello. I am contacting regarding my order with the identifier [redacted][redacted]. It has been over three months, and I have yet to receive the package. I requested an extension to confirm receipt from the seller, but upon checking the order status on AliExpress, I found that the confirmation period had lapsed. After informing the seller of the non-delivery and warning about raising a dispute, they insisted the order was complete. I explained that completion doesn't equate to me receiving the item and proceeded with the dispute. Today, upon logging into my AliExpress account, I noticed I could no longer track the dispute status. A few days back, I could access this information. I await your response. Regards, D.

I recently purchased Lyft/Uber lights from a seller on AliExpress. I am a frequent shopper and contacted the company before buying to confirm if they could wire the lights to have both the Lyft and Uber logos stay steady. Despite them assuring me they could do it, the lights I received were not wired as discussed. After reaching out, they admitted the mistake and asked me to have it fixed elsewhere, promising to get it right on my next order. I was taken aback when they requested me to alter the reason code to avoid responsibility for their error. The communication thread contains all the details. I provided three pictures as evidence - the first two are of the lights I received, and the third is of a correctly wired light I already own. This discrepancy is disappointing, especially considering the amount I spend on AliExpress.

I recently made a purchase on AliExpress using my sister's MasterCard, only to find that my order was closed for security reasons due to this use. I was unaware of the restriction against using someone else's card for my purchase. Being from Zimbabwe, I used my sister's card because my local currency isn't accepted outside the country. I kindly request for my order to be reopened as I can provide any necessary verification. My sister, who is in South Africa, authorized the use of her card, and I have her consent. I understand the error and assure you that I will not repeat this mistake. Please reconsider and process my order as I genuinely need it. Thank you for your understanding.

Hello, I recently raised a dispute due to receiving an inaccurate and poor-quality bag from AliExpress. They have advised me to return the item within 10 days for a refund. However, returning it to China would be time-consuming and costly for me. I prefer to keep the bag since it's still usable. Could you please provide guidance on how I can cancel the return request, as I am unable to find an option to do so? Should I simply wait without sending the item back after the 10 days have passed?

Order ID: [redacted][redacted] - I purchased 2 items on July 28th, with the payment deducted from my card on July 31st. Upon checking, I discovered both orders were closed due to security reasons. The message mentions a refund except for fees, but I have not received the refund that is claimed to have been processed on August 5th. I am unable to dispute the closure as the order status is closed. Attempts to live chat have been unhelpful as I am told that I received a refund, which is not the case. No communication has been received via AliExpress or my email to clarify the situation. I am seeking information regarding the missing refund and clarification on why the items were not sent as originally expected.