AliExpress Customer Service Issues

Hello, I recently received a pair of shoes I ordered from AliExpress, and unfortunately, upon arrival, I noticed that the glue was coming undone all around the shoes. After contacting the seller, they agreed to issue a refund, but I am required to send the shoes back to China. The shipping costs to return the shoes exceed the value of the shoes themselves. I feel frustrated as I believe I should not bear the financial burden for returning a poor quality product I received. I expected to receive new shoes that I could wear right away, not ones that need fixing at a local shoe repair shop. I am disappointed with the way this situation is being handled. It seems unfair that I will end up losing money by sending back the shoes, while the seller retains their product. In the UK, consumer trading laws entitle me to return faulty goods and receive a full refund, without incurring additional costs for postage. It is unclear how I will be reimbursed for the return postage expenses. I am left feeling out of pocket due to the seller offering substandard products and the lack of customer care in this matter.

I recently purchased a dress on AliExpress, but unfortunately, the lining was sewn as the shell, causing damage. Despite opening a dispute promptly, I received no response. After contacting the seller, biu_biu store, they requested photos. It took a month for the seller to respond, offering me a mere $2 discount if I ordered again. This tactic seems dishonest and unprofessional. The photos clearly displayed the damage, but the seller advised me to give the dress to my friends. The whole ordeal, including the delay tactics, has left me feeling frustrated, especially since I have been a regular customer on AliExpress without prior issues. The order ID in question is [redacted][redacted]. Any assistance in resolving this matter would be greatly appreciated.

Hello, I recently initiated a dispute with BTLIGE Store regarding undelivered tape dispensers and requested a refund. Despite canceling the dispute twice at the seller's request, the issue wasn't resolved until later. The seller then repeatedly asked for my PayPal account details. Although I provided a direct link for them to process the refund, they insisted on receiving my account information directly. I felt uncomfortable with this request and decided not to share my details as they continued to insist. I would appreciate assistance in obtaining a refund for the missing item. Thank you, Emily

I recently placed an order on AliExpress for four items from different sellers. After paying, my order status remained "Payment being verified" for more than two weeks, despite the funds being deducted from my bank account. Despite contacting AliExpress customer service multiple times and being given different instructions, my refund is still stuck in "Fund processing". The lack of consistency and the continuous redirection to my bank or other parties have been frustrating. AliExpress needs to take ownership of the situation and provide me with the refund that is rightfully mine.

I made a purchase for hair on AliExpress using a new user coupon. Unfortunately, due to another user logging in on the same computer with a different email, my order was flagged as a security issue. As a result, my order was closed, and I was informed that it will take 3-20 business days to receive a refund. This delay means I won't get my money back in time to place a new order. I've tried reaching out to customer service through live chat, but they have not been able to assist me beyond advising me to wait for the refund. I am hoping to either have the order processed without the coupon or to receive the refund as a credit immediately so I can repurchase my items promptly. Your help in resolving this matter swiftly is greatly appreciated. Thank you. Order number: [redacted][redacted], placed on August 16, [redacted] at 17:36.

I recently ordered 2 e-stem machines from China, but only one has arrived so far. Unfortunately, the address label on the package that did arrive was very faint and hard to read due to a low ink cartridge in the printer. Someone manually wrote the correct address, [redacted] SW [redacted] PL, which helped with the delivery of one machine. However, the other machine seems to be lost in transit. My order number is Order Number: [redacted][redacted]. The status shows that the seller has shipped the order, and it should reach me within 19-39 days. The email I received outlines that if the order does not arrive by [redacted]-08-26, I can apply for a refund by opening a dispute.

I experienced an issue while trying to purchase lashes on AliExpress. After encountering an error during the transaction, I didn't receive an email confirmation for my first order attempt. I proceeded to place a different order, which did generate an email confirmation. However, I have been charged for both orders despite only intending to purchase one. The initial order does not appear in My Orders, and I am seeking a refund for it. My details are as follows: Abigail Hunt, [redacted], [redacted] Thank you.

On June 27th, I placed an order for a pair of shoes. Unfortunately, upon receipt, I discovered they were defective. The shoes had not been properly glued, leading them to separate both at the top and bottom. After opening a dispute with the seller and explaining that a shoe repair would cost $20, they offered me a partial refund of $7.49 or a full refund if I returned the shoes at my own expense. I disagree with this resolution as the defect was not my fault. I am entitled to a full refund without bearing the return shipping costs. The seller should be accountable for the shipping expenses as the quality control of the shoes was clearly lacking. Thank you.

Hello! I bought 4 lipsticks from Kadalado store on May 25, [redacted]. I reached out to them in July regarding my undelivered order. They asked me to wait and abstain from leaving negative feedback. By August, I still hadn't received anything. When I followed up, they insisted on a refund but only via opening a dispute, which they had discouraged me from doing earlier. They now claim a refund is only possible through PayPal, which I don't use. I asked for a credit card transfer, but they rejected that. Instead, they proposed a convoluted process involving placing a new order and adjusting the price to $0.01. Their insistence that this is the only way to receive a refund is frustrating. I am disappointed with this experience. I hope for a resolution, ideally a refund, as I no longer wish to support such a deceitful store. Sincerely, Pamela

Hello, I recently opened a dispute regarding my order of Swig rainbow cups that were supposed to come with lids. The lids provided did not fit, and I sent pictures and a video as proof. The seller only offered a credit for $6.20, which does not cover the cost of the missing lids for all of my cups. I am looking to escalate this issue as I have not received the correct lids and the seller is unresponsive. Here are the order details: Order ID: [redacted][redacted], Store name: Lois Store. I am requesting a refund of $[redacted].00 for the Rainbow lids. Thank you.

Order Number: [redacted][redacted] While browsing for a phone, I encountered two gold color options - Champange gold and Mocha gold. I requested a picture of the Mocha gold variant before making my purchase to ensure I selected the correct one. Despite Mocha gold being pricier, it doesn't suit my preference compared to the Champange gold. Returning the phone to Singapore entails a minimum cost of $50 US. Considering the shipping expenses for returning the Champange Gold phone to me and the initial shipping cost for the Mocha Gold, a total of around $[redacted] US will be incurred. I believe a $15 discount is insufficient for the mix-up. Please provide a better offer, or I may opt to return the phone since I currently have three phones in use. Regarding the return process, Amazon has an excellent return policy. They send a return RMA label via email for easy item return. I suggest offering me a significant discount to retain the purchased phone instead of initiating a return. I propose a discount of $50 US. I did not like the Mocha color based on the photo sent, hence I chose the Gold color. If I return the item, I won't bear the shipping costs as the mistake was on the seller's end. I am contemplating filing a dispute for a refund and may consider a $[redacted] discount to keep the phone. Thank you. Buyer, B.

I had a terrible experience. I placed an order and paid using my PayPal account/card, as I have done in the past without issues. Unfortunately, this time my order didn't process and was closed. I reached out to customer service multiple times but received no help and faced rudeness. I am still waiting for my refund. It's frustrating as all I wanted to do was support your business with my money. It seems to be a common issue on your forums, where people's money is held for days or weeks. This needs to be reported and audited. It's not a good look for your company. I will be contacting PayPal today, as they have excellent customer service and can resolve this quickly. I've tried to sort this out with you several times without success. I won't be recommending shopping here.

I am seeking assistance regarding my order # [redacted][redacted], which is currently under dispute. I am feeling confused and frustrated about the situation. I bought a cell phone from a seller, and upon receiving the package, I noticed that the phone did not turn on despite trying multiple chargers and cables. The platform's judgment deemed my reasons for dispute as invalid, mentioning both "Phone cannot turn on" and "Phone cannot charge." The proposals given were to either "Return goods & refund (CA C$ [redacted].31)" or "Refund Only (CA C$ 0.00)," but I find them unreasonable as I have to bear the return shipping cost of $44.72 Canadian for a faulty product. The seller's suggestion to have the phone repaired at my expense is unacceptable. This online shopping experience has been extremely disappointing.

Hello, I am reaching out again about an unresolved issue regarding my recent order. Despite multiple attempts to contact you via email, I have not received a response or been offered a resolution. I am disappointed as a loyal customer who has made several purchases from your store. If this matter is not addressed promptly, I will have to reconsider future purchases from your establishment. On July 18th, [redacted], I purchased a diamond painting titled “Lotus Flower Nine Fish Rich Mosaics Pasted Full Diamond Painting Cross Stitch Embroidery 5D Rhinestone.” I did not create an account during this transaction and used my Gmail account, [redacted] Although I have received a different item from the same order, the “Magnolia Flower Diamond Painting,” weeks ago, I have yet to receive the Lotus Flower Nine Fish painting. Subsequently, I have created an account with my email address, [redacted] Following this, I received an email requesting feedback on the Nine Fish Rich Mosaics Diamond Painting, which I cannot provide as I have not received it. I kindly request an update on the status of my missing item and an estimated delivery date. Thank you, Christine B.

Hello, I recently purchased hair from your website during a promotion on the Ludana calendar page. I placed the order around midday UK time on the last day of the promotion. However, after placing the order, I received a message from the seller stating that I would need to pay more than the price displayed due to a pricing error made by their partner. Despite discussing this with your employee, the issue remains unresolved. It appears as if there may be a discrepancy in pricing, which gives the impression of false advertising. I have been satisfied with previous hair orders from your site but am adamant about not paying extra for this order or having it cancelled. I hope for a prompt resolution to this matter as a valued customer.

Compliment... I am writing to share my recent experience with my GTBank account (Akunyemi Tosin Valentino - [redacted] saving account). Last Monday, September 3, [redacted], at 8:50 pm on www.aliexpress.com LONDON GB, an unauthorized debit of One Hundred and Forty-five Thousand Naira (N145,[redacted]) occurred. Despite reporting the issue at the Ikorodu bank branch on September 4, the Customer Service representative's response was unprofessional. She confirmed the withdrawal but mentioned the difficulty in tracing the online transaction. When I inquired about possible solutions due to my lack of access to the account backend, she stated nothing could be done to recover the funds. The money was crucial for my children's tuition fees, set to resume the following Monday. Feeling helpless, I intend to escalate the matter to the bank's headquarters for assistance before taking further steps. I hope to address this situation before resorting to public platforms to discuss GTBank's reliability. Thank you, Akunyemi Tosin Valentino

I'm Caroline Shaka. I need assistance regarding an order marked as delivered but not received. The tracking number is LP[redacted][redacted], shipped via AliExpress Standard Shipping which lacks contact details. I have five more packages en route through this same method and worry about facing the same issue. The seller hasn't responded to my message. Your help would be appreciated.

I recently purchased a pair of boots from Vulusvalas shoe store. Unfortunately, I received an email informing me that the boots were lost and asked me to choose another item. With the help of Betty W. from the store communicating via AliExpress, I managed to select a suitable replacement. However, I am now facing challenges trying to access my store credit. Despite attempting to respond to the emails and follow the provided links, I have been unsuccessful. I urgently need assistance from the store or website to locate my store credit before it expires, as I would like to avoid losing my money. Thank you for your help.

I am experiencing trouble accessing my accounts and they are not showing any orders despite recently purchasing products worth around $[redacted]. I am concerned about receiving my orders and getting a refund. Multiple sellers have not delivered items that were due two weeks ago. I urgently need assistance with this matter to avoid involving legal support. You can reach me at my email [redacted] Due to a hack, I cannot access my other email linked to this account. Please provide the password for that email to ensure no orders were made using it. My contact number is [redacted]. If possible, search for my name Shannon Rohan to review my purchases, which include a DJI drone set, batteries, controller, a case, and a cardigan jacket sweater.

I received the wrong product from the seller Wavlink Official Store. The item I ordered was the Wavlink Wireless Wifi Repeater/Router 1200mbps 2.4G&5G Dual Band Wifi Signal Amplifier AP Signal Booster Network Range Extender. My order number is [redacted] placed on August 20, [redacted], at 05:46. The mistake was entirely on the seller's end, and it has affected their reputation. I have had positive experiences with Amazon but have lost trust in AliExpress due to this issue. I have initiated a dispute, and I am requesting the correct product to be sent to me promptly. Unfortunately, like many others, I will not be placing any future orders with them. Thank you. - Prof Dr Dewan Ahmed, University of Toronto, Rothman Business School, Canada.