AliExpress Customer Service Issues

Hello, I am currently having issues with a supplier called Junsun Global Store. They are refusing to refund or exchange the product I purchased. Additionally, they have blocked me from sending messages, so I am unable to communicate with them. I made the purchase through your site, and I kindly ask for your help in resolving this matter. I appreciate it. I have also opened a dispute, which was closed without any explanation. Can you assist me with this, please? Thank you.

Order Number: [redacted][redacted] Greetings, I am reaching out because there seems to be a mix-up with the doll I received. Instead of the BBW doll I ordered with specific features like black hair, brown eyes, ability to sit and stand, and a weight of 50kg as per the agreement, the doll I got is quite different. The doll I received is slim, weighs approximately 110kg, cannot stand or meet the described criteria. The body features like legs, hips, and breasts are not as advertised, and the doll also lacks a head. I have initiated a dispute, but the seller has not responded. I kindly request assistance in arranging for the collection of the incorrect item and a refund. Thank you for your attention to this matter.

On July 12, [redacted], at 2:47 p.m., I ordered a mobile phone with order number: [redacted][redacted] and immediately transferred the money. Upon checking the order information, I noticed the material was from Australia. By 2:53 p.m., I contacted the seller to change the AU version to an EU version, but they did not respond to my messages. The phone was later shipped as is. Unfortunately, the Australian charging plug doesn't fit in Germany, and the primary microSD card cannot be inserted into the phone's slot. The SD card slot is unstable and bends when attempting to insert the card. Due to these issues, the phone is unusable for me. I have provided evidence with photos in case of a dispute, but AliExpress has not recognized my claim. I need assistance with what to do next regarding the smartphone. Your help would be greatly appreciated. Thank you.

The hair I received was of poor quality and had a strong smell that lingered in the lace. Unfortunately, the color did not match my skin tone, and the curls were not what I expected. Moreover, the hair sheds excessively and resembles a helmet due to the visible tracks. I have contacted the vendor multiple times, but they are unresponsive. The wig is not as advertised on the website, making it impossible for me to use. Despite trying to open a dispute on AliExpress, I have not been successful. I hope to resolve this issue promptly with the vendor.

Dear Customer Support, I hope this message finds you well. I am reaching out to share my recent experience with AliExpress. As a new user, I successfully registered and placed my first order using your online platform. I made the payment with my VISA card from Malaysia and completed the required security information. Following this, I was informed via email ([redacted]) that I would receive notification about the review within one working day. However, I have not received any response yet. Additionally, although I have been charged for a product, nothing appears in my order list. Despite completing the security survey, I only received the mentioned email without any order details or reference number. The app also does not reflect that I have made a purchase. I would appreciate your assistance in clarifying whether the absence of the product in my order list is due to the account not being verified. If I have contacted the wrong department, please direct me to the appropriate place for urgent assistance. Thank you.

Dear Alibaba, Good morning Ali, I am a customer from Cambodia. On June 21st, I purchased a JBL Charge 5 for $55.14 (Order ID: [redacted][redacted]) from the AliExpress app. Initially, I was attracted to the item due to its discounted price of 66% off, which Ali saved for me. The product appeared to be in good condition, resembling an original JBL speaker with a power output of 30W as advertised. However, upon receiving the item, I discovered it was a poor-quality copy with a power output of only 5W, significantly different from what was shown on the website. I have encountered difficulties with the seller, who insists that the product is as advertised. Return options are complicated and costly, with a $37 fee for returning the item. The seller has only offered a $15 refund, which is unsatisfactory. My attempts to seek assistance from AliExpress Cambodia have directed me back to the seller, leaving me dissatisfied with the resolution process. I simply wish to return the item and receive a full refund. Your help in this matter would be greatly appreciated. Thanks and best regards, Dara

I am Melissa Robinson. I purchased 3 pairs of shoes and a pair of cargo pants two months ago and have not yet received my order. According to the tracking information, the packages were delivered and signed for in Miami. However, the shipping agent informed me that the packages were sent to the wrong zip code, [redacted] instead of my correct zip code [redacted]. The shipping agent refuses to take responsibility for the missing packages, while the sellers on AliExpress claim that since the package was delivered and signed for, they are not liable. I am caught in the middle between the two parties and demand a refund as I cannot afford to lose this money. I work hard for it. The items in my order are: - Cargo pants for women in white, size XXL, for US$8.25 - Men's silver high top glitter sneakers, size 9.5, for US$45.70 - 2 pairs of grey and red [redacted] sneakers for women in size 38, each for US$9.89 I am still awaiting a resolution to this problem. AliExpress has not addressed my concerns or provided any assistance.

I placed an order with a supplier for football jerseys on 12th June to ensure timely delivery via EMS. As a sole trader operating from home, I cater to private clients who pre-order items, like Euro cup jerseys. It's been over a month, and I'm frustrated with the lack of updates from the seller and the delayed response from AliExpress. Despite opening a dispute and submitting evidence, the resolution is set for 22nd August. I've encountered similar issues with a seller on DHgate in the past, leading to lost money. I need assistance in resolving this matter promptly as I've not only lost trust in the seller but also my valued clients.

Dear Madam/Sir [Seller Name], Thank you for your continued support as a seller on AliExpress! One of your past customers wishes to establish contact with you regarding a previous order. The customer's details are as follows: * Buyer Name: es[redacted]90bmcae (AE) * Product Name: 4G SIM Card PTZ Camera 1080P Security IP Camera Outdoor Solar Panel Rechargeable Battery Wireless Camera CCTV PIR Alarm * Order Number: [redacted][redacted] We kindly request that you review your email or access Trade Manager to address the mentioned transaction with the buyer to enhance your business relationship. Our online customer service team remains available for any inquiries or support you may need. We appreciate your collaboration. Best regards, AliExpress Customer Service Their role is just to connect sellers with customers, not to resolve issues or advocate for buyers.

Hello, my name is Beata Z. I made a purchase on Aliexpress from the Heartzbeauty store for an Oxygeno machine. The seller, JIAWEI XU, informed me to pay via Western Union and provided a tracking number, 1Z84V5ROO[redacted]47, which turned out to be invalid when I checked with UPS as the machine never arrived. I sent $[redacted] on May 12 and have not received the product. JIAWEI XU's contact number is +[redacted][redacted]. This situation is concerning as the tracking number was false, and I suspect fraudulent activity. I am seeking a refund for the undelivered item. Unfortunately, I am unable to attach pictures of the invoices at the moment. Thank you for your assistance. Hope to resolve this soon.

I placed an order but did not receive the item. It shows as delivered, but neither my partner nor I have it. I disagree with the seller's accusations of lying. The delivery was supposed to go through my letterbox, but a parcel cannot fit. I have provided pictures. The seller accused me of lying and stealing, which is unfair as I never got the parcel. Here are the Aliexpress order numbers: [redacted][redacted] and [redacted][redacted]. Another order was marked as delivered but went to a different address in a different country, Israel, instead of England.

I received a defective screen and the seller is refusing to accept a return or provide a refund. The seller requested a video, which I am unable to send. They stated there would be "No return & No refund." The seller insists the screen was fine when shipped and requires an installation video for processing a return, even though the screen is malfunctioning. I am at a loss on how to proceed with getting a refund since the seller is uncooperative and AliExpress' buyer protection seems ineffective in this situation. Any guidance on the next steps would be greatly appreciated. Thank you.

Hello, I believe the shipping information system has been programmed poorly. When filling out the address, I encountered an issue with entering the state and city manually. After selecting the state, there is no option to manually input a city that is not on the provided list. This resulted in an incorrect format for the address. It would be helpful to have the ability to input the city and state directly. Thank you.

I purchased an H96Pro+ Android Box from AliExpress. Unfortunately, upon receiving it, I discovered that it was not functional. The seller, Hindu Technology, advised me to return the item for a possible replacement. I opted to ship it through regular mail with Post Canada on March 24, [redacted], for $14.00 due to the high shipping costs otherwise. Without tracking, it seems the package has not reached the seller yet. Canada Post mentioned delays due to COVID-19 and potential customs backlog. I am unable to reach out to the seller through AliExpress as their messaging system has changed, and my order number #[redacted][redacted] is no longer visible. I am a senior citizen and struggle with internet usage. I am simply looking to receive the item I paid for on March 2, [redacted].

Dear Sir or Madam, I recently placed an order for two items with the following order numbers: [redacted][redacted] - €0.86 [redacted][redacted] - €0.47 I paid VAT for these items on AliExpress. However, upon delivery, I was asked to pay VAT again and an additional €5 per item as an import fee. I contacted Austrian Customs to explain that I had already paid the VAT. They informed me that the shipments were incorrectly declared and lacked the necessary OISS labeling. I have received previous shipments with paid VAT without any issues. For the two items in question, I paid a total of €1.04 + €1.75 + €10.60 (including the import fee and VAT). As evidenced by my order history, I have more shipments on the way. I have been satisfied with AliExpress's service so far but am reluctant to pay an additional €5 for items costing less than €1 due to incorrect labeling. I kindly request a prompt resolution regarding the errors in declaring these shipments. Sincerely, A loyal customer

I am Robin Cunningham and you can reach me at [redacted]. I am calling about the order I placed on 6/26/21 with order number [redacted]5H03W80P4. The seller has been contacting me through WhatsApp at all hours of the night, asking for more money for a larger cap which I refused. They requested my email, which I found odd since I had already placed the order. After much back and forth, I received the product on 7/26/21. The 10-inch Bob wig I ordered is uneven with different lengths on the sides, front, and a hacked back. I tried to contact customer service at [redacted] with no response. I paid $[redacted].87 and demand a full refund. The quality is extremely poor, with hair looking like glued broken strands on lace. I will also contact my credit card company. The whole experience has been a nightmare, and I am willing to return the wig. I insist on a refund and wish to speak with someone urgently.

Good morning, I am India Hurley. Yesterday, I created an account and placed an order for items. However, upon trying to log in today, my account is blocked due to suspicious activity. I am a genuine customer who spent my hard-earned money on these items. I kindly request assistance in unblocking my account so I can track my package or a refund if necessary. If I am unable to regain access, I also request assistance in removing my credit card information. Please contact me today at [redacted] or email me at [redacted]

I placed an order a few weeks ago but decided to cancel because the seller claimed the product was not available. The seller then shipped the order despite my request to cancel and assured delivery within 7-10 days, which has not happened. I asked for a refund due to delivery concerns, but the seller has refused and provided fake shipping information. I have been trying to resolve this for 3 days with no success. The seller is Atina Official Store, and my order number is #[redacted][redacted]. I just want my money refunded promptly.

Hello, I wanted to bring to your attention that I have yet to receive the product I ordered. I visited the post office and was informed that based on their investigation of item number RS[redacted]Y, it appears the item was meant for another recipient. The postal service explained that under international law, until the item reaches the correct recipient, the sender is considered the rightful owner. They advised me to reach out to the sender to initiate the process of locating the package. I have confidence in AliExpress's consumer protection policies and believe they will assist in resolving this issue by ensuring I receive either the product or a full refund. Until this matter is resolved, I have decided to halt any further transactions with the service. Thank you for your attention to this matter. Have a great day.

I purchased a mini chainsaw with 2 batteries from AliExpress on 12.06.21. Upon delivery at end of June [redacted], I discovered that one of the batteries was defective. I reported this to AliExpress and initiated the dispute resolution process. However, I was unable to meet the deadline for providing a video as proof, as neither I nor my acquaintances could produce one. Recently, I was able to create a video as evidence and submitted it to AliExpress. Despite this, AliExpress is now refusing to assist, claiming I missed the deadline for their internal procedures. They are directing me to the seller, who is only offering me a $10 refund for a battery that costs significantly more in the open market. I refuse to accept this compromise and expect AliExpress to provide a reasonable compensation.