AliExpress Customer Service Issues

Hello, I placed an order for a mobile phone through a store on AliExpress Plaza. After chatting with the seller and being assured that I'd receive my order in 3 to 5 days, it still hasn't arrived. I opened a dispute with AliExpress regarding the issue and was only able to select the complaint option for lack of tracking. The result shows the order as delivered, which is false. AliExpress closed the dispute without refunding me. I provided evidence that the order is still at the origin office, not the destination. They closed the dispute and denied the refund. I need help as I'm left without the phone I need for work and without the money to order another one.

Subject: Issue with Refund for Order #[redacted][redacted] Hello, I am currently facing an issue regarding the refund of one item from order number [redacted][redacted]. I had opened disputes for two out of three items in the order as they were missing from the parcel. While I have received a refund of 3.64€, the refund of 18.17€ is still pending. Both refunds were approved on March 15th. The 3.64€ refund was credited to my bank account on March 16th, but the 18.17€ refund is yet to reach me, with the status remaining as "Refund Processing." I have tried contacting the seller, customer service, and left messages in the online service platform and survey, but I have not received any response. I am reaching out here to understand why there is a delay in transferring the refund to my bank account. I have not faced such an issue before and believe it could be a technical glitch that needs resolving. Your assistance in resolving this matter would be greatly appreciated. Please provide an update or timeline for the resolution to alleviate my concerns. You can contact me at [redacted]. Thank you for your attention to this matter. Best regards,

Hello Team, Due to the ongoing pandemic and lockdown in my country and many others, I understand there may be delays in delivering my orders. I have placed over 25 orders but have not received any yet. I kindly request a refund for all these orders. Once things return to normal, I will reorder. Your assistance with this matter would be much appreciated. Thank you. Piyush

I ordered two products on approximately February 4th and was told they would arrive before March 8th. With no updates on the tracking by March 27th, I raised a dispute for the items that were supposed to be shipped together. Aliexpress opened a case and advised me to wait for 10 days, which I did. Today, I contacted them again about the dispute via chat but have not received any response. The total amount in question is around 46 euros, not 5, and I would like to get it refunded.

I am having trouble updating my credit card information on the app. The online instructions are confusing, and I need clear, step-by-step guidance. I am especially frustrated when trying to enter a new password, as it does not accept the complex passwords generated by my phone. I cannot proceed beyond this point because the credit card listed in the app has expired, and I am unable to make purchases.

I am having trouble accessing my account, even though I am sure my email and password are correct. Despite multiple unsuccessful attempts to enter the information, the app is not accepting it. I have an order pending, but Wells Fargo Bank reversed the payment approval. When I contacted them, I was told they needed verification that I am the one making the transaction. I confirmed with Wells Fargo that I indeed made the purchase, and they approved it. The purchase order number [redacted][redacted] was submitted online on April 8, [redacted], at 3:16 am local California time. I kindly request that AliExpress resubmit the purchase order for payment authorization with Wells Fargo Bank and send me an email confirmation of the purchase. Thank you for your anticipated help. Sincerely, S.H.

Order Number: [redacted][redacted] Purchase Date: November 12, [redacted], 22:36 Hello, I wanted to reach out because I am disappointed with the batteries I purchased. The advertised [redacted] mAh capacity does not match their actual performance. I have tried charging them multiple times, but their capacity has not improved. My original Einhell [redacted] mAh batteries last almost twice as long. I have tried using different chargers, but it didn't help. I believe the batteries are faulty and would like a refund or replacement. Thank you. Hello, I appreciate your suggestion, but I have already tested the batteries with multiple chargers. Unfortunately, their performance is still unsatisfactory compared to my original batteries. I hope for a resolution regarding a refund or replacement. Thank you for your attention. I am disappointed that the batteries do not last as long as my previous ones. I hope to resolve this issue soon. Thank you.

Hello, I recently purchased a hot air station, but unfortunately, it arrived defective. I opened a dispute, providing photo and video evidence of the issue. However, AliExpress closed the ticket, citing inconclusive evidence, without allowing me to submit more proof. I am now left with a faulty station and no replacement, after spending nearly $[redacted]. It is disappointing that I have not been able to resolve this matter properly. Despite ordering from AliExpress multiple times without issues, this experience has left me frustrated. The lack of opportunity to present additional evidence or understand the problem with my initial proof has made it challenging to seek a replacement. I followed the seller's advice to open a dispute, but it was unhelpful. I believe there should be a better process in place to address such situations. Best regards, Phil

Hello, I am Lotetta Jones. I have had issues with SZFR Sellers regarding orders dating back to [redacted] totaling $17.28 for ten rechargeable USB lighters. Despite multiple attempts to resolve this, including receiving a message in [redacted] apologizing for the poor treatment, they only shipped one butane lighter instead of my ordered items. Despite being a loyal Aliexpress customer for years, I feel neglected and mistreated by this seller. It's disheartening that this issue remains unresolved, with SZFR Sellers still disregarding my concerns. I urge someone to review the communication history with the seller and address this ongoing problem that began in May [redacted]. The lack of action from the seller is indeed disappointing.

Hello, I'm reaching out to address an issue I've been facing with two sellers on Aliexpress. Firstly, the SZFR seller has not been honest in handling a refund for $38.91 that I've been waiting for since March 28th for curtains I purchased. The second seller, Homelike House Store, also failed to provide the refund after I canceled the order due to a technical issue while making the payment process. Despite multiple attempts to clarify the situation and requesting the refund, I have not received the promised amount. As a dedicated customer with a history of purchases, I am disappointed with the lack of assistance in resolving this matter promptly. I kindly ask for someone to review the communication and help rectify the situation with these two sellers, SZFR and Homelike House Store. Thank you.

I purchased a coat with an order number [redacted][redacted] on March 1st and received it towards the end of March. However, the low quality of the coat led me to open a dispute. I returned the item on 3/27/[redacted] with USPS tracking number [redacted][redacted]89 to the designated address. The item arrived on 3/30 at 9:04 am in Berkeley Heights, New Jersey, USA. Despite the month it took for my order to arrive from China to America, seeing "warehouse receipt timeout" on 4/11 and being offered a refund of $0.00 on 4/12 by AliExpress through the dispute history on the website has left me puzzled. I have been in communication with the seller throughout this process, and I urge AliExpress to consider the shipping duration, especially during the current Covid-19 situation, and handle this matter fairly. As a loyal premium customer of AliExpress since [redacted], having this as my first return through the platform, I seek a resolution that is just and reasonable. Thank you for your support and assistance. If any evidence is needed to assist with the return/refund, I am more than willing to provide it. Thank you for your service and help! - Respectfully

I received a refund of $38.91 from the Homelike House Store on April 4th. I'm Lotetta Jones, and my email is [redacted] However, the SZFR Store still has not fulfilled my order for ten USB rechargeable lighters. After apologizing for the delay, they sent me a picture of gasoline butane lighters which are not what I ordered. I have a fear of fire, so I prefer USB lighters. I doubt they actually shipped the gasoline lighters. I have been waiting for these orders since May 5, [redacted], and it is now April 14, [redacted]. Can someone please correct this situation? I would appreciate receiving my $17.28 back. I value being a loyal shopper on Aliexpress, and I hope the store can resolve this issue promptly.

I seem to have encountered an issue with my recent order. My credit card was billed $[redacted].58 on March 18th, [redacted], at 10:39 a.m. for [redacted] bottles of hand sanitizer for my bridge club. I linked this purchase to my Ali Baba account, but I am unable to locate an order confirmation or product reference, only the charge on my credit card. The hand sanitizer was expected to be delivered within 20 days, so I didn't investigate further until now. Ali Baba shows my account active, but there are no transaction records. Conversely, Ali Express (Melbourne) processed the credit card payment but has no record of my account. The only identifier I have is au[redacted]biae. Thank you, Julie R.

Subject: Disappointment with Recent Orders on AliExpress To Whom It May Concern, I am writing to express my deep disappointment with my recent orders. Several of my purchases were inexplicably canceled without any prior notification or valid reason. The most recent order I am having issues with was placed on March 31st to celebrate my anniversary, and it included a variety of items. Specifically, I ordered an overall from OrangeMom with order number [redacted][redacted], and two pairs of shoes from JICHI Official Store with order number [redacted][redacted]. The first seller informed me that they were unable to fulfill my overall order despite the tracking information indicating otherwise. When I requested an alternative, similar overall, they declined without a valid explanation, leading to my frustration. Despite reaching out to the support team, the issue remains unresolved, and I feel deceived by the seller and unsupported by the customer service team. The second instance is even more perplexing as my shoe order was canceled citing a system error, and I was left in the dark without a proper explanation. Despite my attempts to resolve the matter with the seller, they refused to honor the initial discounted price, claiming limitations. This unexpected turn of events has left me feeling frustrated and unfairly treated, especially since I am now being asked to pay more than double the original price without any fault on my part. I am seeking your assistance in rectifying these issues promptly and ensuring that both orders are fulfilled at the originally agreed-upon prices. Your cooperation in resolving this matter would be greatly appreciated. Thank you for your attention to this matter. Sincerely, N. Rubin

I recently made a purchase on aliexpress.com for an internet router costing around 50eur. Although my bank confirmed the payment, I did not receive an email confirmation from AliExpress. When I checked my account the next day, the order was not listed. I tried to retrieve my account using the order number provided, but it was not recognized. I did manage to find the account name linked to the order, which seems to be a random number. The associated email address is google***@aliexpress.com, but I do not have access to it. Consequently, I am unable to check the status of my order. Can anyone assist me in resolving this issue?

I purchased a wig in February and received it in March. Upon informing the seller of my dissatisfaction and requesting a refund, the seller made unreasonable demands in exchange for the return. Despite complying with the seller’s requests, I was met with delays and unhelpful responses. After following up multiple times, I was eventually advised to contact Aliexpress for resolution. However, after reaching out again, I was unexpectedly blocked from further communication by the seller.

Hello, I encountered an issue with a product I purchased from one of your sellers. Due to the global impact of the coronavirus, I recently had the opportunity to inspect the purchase. Unfortunately, I discovered that the product's quality is subpar. After expressing my disappointment, the seller offered to refund me $20 out of the $[redacted] I paid. I proposed returning the item for a better quality replacement, but the seller declined, insisting on only refunding $20. I value the product I purchased but require satisfactory quality. This situation is new for me as I have had positive experiences with AliExpress in the past, with all previous products being of good quality. I seek assistance in resolving this matter and exploring options beyond just a partial refund. I can provide the conversation history with the seller if needed. Thank you for your attention to this matter. Best regards.

I ordered digital thermometers on 25/03/[redacted] and chose FedEx for quick delivery, but the seller used China Post instead. As I couldn't cancel the order immediately, I had to wait 10 days post-shipping to dispute. Upon communicating with the seller, they admitted to not having the items in stock. I confirmed receipt to proceed with the dispute, which the seller accepted for a refund. The issue now is the 20-day wait for the refund, which is further delaying my urgent need for the thermometers. I feel this situation is unfair and costly in terms of time. Your prompt assistance in expediting the refund process would be greatly appreciated as we require these thermometers urgently for Covid-19 screening. Order No: [redacted][redacted] Please help.

Regarding Order No: [redacted][redacted] Appeal: I am contacting you in relation to an issue with a package stopped by HMRC and subjected to customs tax and handling charges by Royal Mail, despite its value being under the specified threshold of 15.00GBP. Following HMRC's advice, I attempted to seek a refund using form BOR286, but unfortunately, the handling charge imposed by Royal Mail was non-refundable. Due to these excessive charges exceeding the value of the goods, I opted to have the package returned to the sender rather than accepting delivery, resulting in it being at the Royal Mail hub. I made this decision clear to the seller, offering them the choice to resend the items or issue a refund considering the circumstances. I believe the judgement rendered in this situation heavily favors the seller, leading to the financial loss on my end without receiving the goods. Unless this decision is revised, I will consider escalating the matter with PayPal or my bank/credit card provider. Thank you, Steve H.

Order Number: [redacted][redacted] Purchase Date and Time: 18:54 Feb. 18, [redacted] Purchase Price: AU$ 19.86 Product: Power Bank 30000mAh Wireless External Portable Power bank Full Screen Mirror Fast Charging Multi Port Waterproof for All Phone I have been trying to contact the seller numerous times regarding my order, but they have not responded to any of my messages. Despite speaking with AliExpress representatives who assured me of a reply within 24 hours, I have not received any answers. It has been over two months since I made the purchase, and I am yet to receive the item. I believe in buyer protection, but the lack of communication and support from AliExpress is disappointing. I am entitled to a refund, and I urge AliExpress to address this issue promptly. My faith in AliExpress is wavering due to the lack of efficient customer service. I have 22 items in my shopping cart, but the unresolved issue with my current order has made me hesitant to make further purchases. Waiting for months for a resolution is unreasonable. AliExpress needs to improve its customer support to retain loyal customers.