AliExpress Customer Service Issues

I am experiencing issues processing payment with my Visa debit card. Despite having enough funds, clicking "Continue" after entering card details yields no results, without any error codes appearing. Interestingly, my initial order using the same card was successful. My account is registered under the name Elstan, and my contact number is Ph: [redacted] (India). Moreover, I am encountering difficulties with my shipping address being accepted. While the first order eventually arrived, there were delays. However, for the second order, my card payment is being rejected, and the shipping address is not being acknowledged. Your guidance and assistance are greatly appreciated. Thank you, Elstan

Dear Customer Service, I purchased a car radio from Josmile Official Store in April [redacted] with Order Number: [redacted][redacted]. The radio malfunctioned in October, and after contacting Josmile via the Message Center, they agreed to send me a new motherboard after some checks. However, since November, I have not received any updates from them, and my messages are now being blocked with the error message: "Sorry, they cannot receive messages from you." I would appreciate your assistance in resolving this issue promptly. Thank you.

In early December, I purchased a screwdriver drill set with a battery, charger, and manual on Aliexpress. Unfortunately, the seller only shipped the screwdriver, making it unusable without the other components. Despite requesting the missing items and having a money-back guarantee, the seller did not cooperate. I initiated a dispute and appeal, as Aliexpress offered a partial refund or return of the goods. I insisted the seller cover the return costs due to their breach of contract. As the appeal process has been ongoing since December 25th, I am left with a useless tool and difficulty finding compatible accessories. Despite proposing options to the seller, the situation remains unresolved.

Order [redacted][redacted] My order was mistakenly sent to the Netherlands instead of Canada. After opening a dispute on AliExpress due to this delivery error, I received an invalid judgment stating the package is still in transit. Despite presenting evidence from various tracking sites detailing the package's route, AliExpress is not addressing the issue and is suggesting I contact the shipping company, which is them. They are unresponsive, and their suggested solutions are unhelpful as they point me to contact either the Netherlands' postal service or Canada Post, which does not resolve the problem. I feel frustrated as AliExpress is avoiding acknowledging the mistake and providing a proper resolution to redirect the package to the correct destination in Canada.

My order number is [redacted][redacted]. I placed the order on 28/11/[redacted], and it was dispatched from China on 2/12/[redacted]. However, it has not reached me yet in Thailand. The delivery should only take one day by airplane from China to Thailand. I do not want to use COVID-19 as an excuse because the delivery status indicates that the product was accepted by the airline on 2/12/[redacted]. Can you please check if the product has been sent by airplane, still at the airport, or missing? I have been waiting for over a month. If the item is missing, I would appreciate it if you could start the refund process so I can purchase the product locally in Thailand instead of waiting endlessly after ordering from AliExpress. I contacted the seller, who mentioned that you would respond within three days after checking, but I have not received any update. All I am asking is for assistance in locating my ordered item – whether it's on the plane, still at the airport, or missing. Thank you.

Order #[redacted][redacted] I purchased a New Shell Palmrest Upper Case With US English Keyboard Touchpad for my Lenovo Yoga [redacted]-14IKB ISK AST Flex 4-[redacted] Laptop (5CB0L66081) a month ago. The seller promised delivery by the end of January, but suddenly claimed it had been delivered and signed for by someone. This is false. Only my wife and I live at the house, and we are out early in the morning until late at night, so nobody could have signed for it. I checked with the post office, and they confirmed that they did not receive any such package. I need the keyboard I paid for to fix my computer. Please send me the keyboard or issue a refund promptly. I am considering filing a complaint with AliExpress if this issue is not resolved.

Hi AliExpress, I encountered an issue with a damaged product from Ownice. Despite attempts to resolve it with the seller, the slow response has now prevented me from opening a dispute. I have several orders I wish to cancel: 1. Tape radio for car (Order ID: [redacted][redacted]) arrived damaged and is unusable. 2. Accessories for the tape radio (Order ID: [redacted][redacted]) are also unusable due to the faulty radio. 3. Seller attempted to fix the issue by sending a new screen, but it did not solve the problem. I want to cancel this order as well (Order ID: [redacted][redacted]). Communication with the seller has not led to a resolution. All necessary information is available in the chat on AliExpress between the seller and me. The radio's description was inaccurate, causing damage to my car and additional costs. I incurred a $[redacted] tax expense due to the seller's mistakes. I no longer wish to receive their products.

Order ID: [redacted][redacted] The seller has made the same mistake twice in a row. Now, I am required to open a dispute within 15 days, but when I attempt to do so, I receive an error message indicating that I cannot open a dispute before [redacted]-02-13, which will be too late. This is unacceptable and a system failure. The seller did not include my last name, "Lundström," on the shipping label, only my first name, "Anders," resulting in the parcel being returned to the sender. The parcel was also returned due to an incorrect custom declaration. The shipping label only contained the information "BF41-00302A" instead of a detailed description of the contents like "2 pieces of Hard disk controller 'BF41-00302A' PCB boards (electronics)." This mistake is solely the seller's responsibility. One package arrived at Swedish customs on [redacted]-10-28 and is now at the Beijing sorting facility (returned to sender). The second purchase arrived on [redacted]-12-06 and will be returned on [redacted]-12-20 for the same reason. The missing detailed custom contents declaration is causing the issue, with only "BF41-00302A" listed instead of a specific description. The seller repeated this mistake, ensuring that this parcel will also be sent back. Order ID: [redacted][redacted] Samsung HDD controller PCB (First purchase - LT[redacted]47NL - second purchase) - Image attached is for the second purchase.

I am experiencing an issue with a missing parcel. The Seller provided the wrong tracking number, making it seem like the order was delivered when it wasn't. Here are the correct details of my order from the KaiIin Toy Store: Order ID: [redacted][redacted] Correct Tracking Number: LE[redacted]97CN Order time: 00:48 Nov. 11, [redacted] This is the order I did receive: Order ID: [redacted][redacted] Tracking Number: LE[redacted]97CN Order time: 01:13 Nov. 11, [redacted] I opened a dispute on time, but AliExpress closed it, assuming the order was received due to the incorrect tracking number. The dispute process didn't allow me to address the tracking number issue. I just want either the goods I paid for or a full refund. I've reached out to the seller with limited response and poor customer service. I'm looking for a prompt resolution. Thank you.

I purchased two smartwatches from KUMI on AliExpress for a total of €78.14, including a €13.20 DHL shipping fee, intending to gift them for Christmas. The package arrived in Rome on December 23 but was held by customs, demanding an additional €51, which was surprising. I declined to pay and DHL requested the seller's invoice. I contacted KUMI, received the invoice, but then faced further charges from DHL, adding up to €32.45, to release the package. I refused to cover these fees. Despite requesting a refund since the initial customs charge, I haven't received the items and require a full reimbursement. Unfortunately, the seller is unresponsive, and AliExpress customer service, handled by the unhelpful robot Eva, hasn't been able to assist me effectively.

The seller informed me that the item I ordered has been out of stock for a whole year and suggested I cancel and choose a different item. Although the product was still available online at a higher price, I decided to be honest about my concerns. I tried to contact their customer service via chat, which was challenging due to difficulty reaching them and understanding their responses. After a few unsuccessful attempts, it seems they have blocked my chat access and directed me to their 'higher team,' to whom I provided proof of my issue but encountered technical difficulties. Upon waking up, I found emails requesting proof while also discovering that the product had been shipped four days earlier to a different country, not mine. Despite my efforts to communicate this, their responses were unhelpful, offering only a tracking link indicating Belgium as the destination. AliExpress provided a 48-hour valid coupon as compensation, but I question their handling of the situation and consider disputing the transaction through Paypal.

Dear Community, I encountered various quality issues with a mountain bike frame I purchased back in September [redacted]. Order Number: [redacted][redacted] (bike frame) Order Number: [redacted][redacted] (extra shipping costs) Upon receiving the frame, I discovered the following problems: 1) The seat tube contains a constriction that was not disclosed in the product description, preventing proper insertion of the seat post. 2) The thread insert for mounting the caliper is not straight, causing the brake rotor to rub on the pads, making it impossible to mount the rear brake properly. 3) The standard Shimano screws provided are too long for mounting the disk brake caliper. I have reached out to the seller with detailed documentation, including photos and drawings, but have not received a response after 2.5 months. I have managed to resolve one issue on my own but still require assistance with the remaining problems. I am willing to share the entire conversation with the seller and hope for a prompt resolution to avoid costly repairs and additional purchases. Thank you, Jan-Philipp

I recently made a purchase from the Alicoco official store and unfortunately ordered the wrong wig. I returned the item to the seller, but encountered some difficulties in being refunded for my purchase. Despite promises to reimburse the delivery fee I paid from the United Kingdom, I have not received my refund after two months. The seller claims they haven't received the returned item due to a $35 tax fee, which they are requesting I cover. As a student without a job or benefits, I find this request burdensome and believe it is the seller's responsibility to handle such fees. I've expressed my concerns to the seller but haven't had much success in resolving the issue. I'm frustrated and just want my refund.

I received a message informing me that my proof was insufficient to address my issue. The instructions in the message request that I upload a video in the dispute or share a YouTube link. I am unsure how to proceed with this as the provided link is not working. I have asked for an email address to submit the video but have not received one. I am seeking a refund for my purchase. Thank you for your assistance. Best regards, Jeffrey P. Cecil B. De Millestraat 44 [redacted] RZ Almere Holland

Hello GetHuman, I recently received a set of Samsung data cables that I ordered from a seller on Aliexpress. Unfortunately, my phone number was included on the package, which I did not want. I reached out to the seller, who mentioned that Aliexpress handles the address service. I am concerned as to why Aliexpress included my phone number on the address label. The package was delivered incorrectly to my neighbor, who luckily gave it to me along with my phone number, which I find to be sensitive information linked to many apps. I tried to address this privacy issue with Aliexpress, but I only encountered Eva, the chatbot. I couldn't find a live chat option to speak directly with someone. I am considering changing my phone number to a fake one. However, I may need to use it for login confirmation in the future. I am unsure how to proceed and would appreciate any guidance on how to handle this situation. Thank you for your assistance. Best regards, E. Verbeem

Hello, I am having difficulty accessing my account using either my email or phone number. My customer account is Hi,[redacted] or [redacted]? When I request my PIN, I am directed to an email address that is not mine, Jca***.terra.cl, whereas my email is [redacted] Furthermore, I placed an order on January 14, [redacted], and my card was charged 2 or even 3 times. I am unsure if my orders have been processed, and I am concerned that my credit card may be used for unauthorized purposes. Please call me at 06.61.57.23.20 to address this worrisome issue. Kindly provide your contact information in an email reply so that I can confirm it is indeed your customer service calling me (if possible). It is unfortunate I cannot attach the document with my order summary. Thank you, best regards, Martine HERVOIS-LYON

I placed an order for a FENWER Bamboo mat, a [redacted]% natural bamboo summer mattress on September 18, [redacted]. The shipment is currently being held by Belgian customs due to a missing invoice. I reached out to the seller on March 11, [redacted], asking them to contact customs. The seller mentioned that customs would reach out to me, but I never heard from them. In December, I requested a refund from Aliexpress, and they informed me that I needed to provide the missing invoice to clear customs. After receiving the invoice from the seller on December 20, [redacted], I uploaded it to Bpost the same day. Unfortunately, the deadline passed, and Aliexpress refunded the money to the seller. Upon contacting Bpost on January 8, [redacted], they confirmed that the shipment was lost. I have shared the email from Bpost with the seller and requested either a refund or re-shipment, but have not received a response from the seller.

Greetings from Austria. As a frequent shopper, I must share my concerns about AliExpress. I have encountered numerous issues with missing parcels and receiving incorrect items. In my latest order from Better Life Store, I only received 4 pulleys instead of the 4 pulleys and 4 iron pieces I ordered. This seems to be a common problem as other buyers have faced similar situations. Despite raising a dispute, both the seller and AliExpress have not provided a satisfactory resolution, leading to frustration.

Order Number: [redacted][redacted]. Hello, the order was received on time and worked well for 30 days. However, it suddenly stopped working. I tried to open a dispute on Aliexpress, but it seems the deadline has passed. Since the item is still new, I believe I should be eligible for a warranty. I reached out to the seller, but have not received a response. I am looking to understand the warranty policy provided by Aliexpress for purchases made on their platform. If the issue is not resolved, I will have to close my account as I feel unsatisfied with the customer service provided. Thank you.

Order: [redacted][redacted] Hello, I am facing an issue with a supplier as only part of my order has been delivered. I placed the order in November [redacted], paid for it, and received a portion in December. The remaining items have yet to arrive. I inquired about a tracking number on 26.12.[redacted] but did not receive one. I raised a complaint on 04. +05.01.[redacted] with no resolution until 09.01.[redacted] when I was informed the goods were in Gran Canaria. However, I was not given a tracking number or a pickup location. Despite the seller's indication on 12.01.[redacted] that the items were at the post office, I found out that the package was sent back 7 days after arrival. Yajun Car Products has not provided any updates on whether I will be refunded or if the remaining items will be resent.