AliExpress Customer Service Issues

Hello, I recently purchased case covers from two different stores. The first order number is [redacted][redacted]. I ordered a silicone case with a carbon fiber back that claimed to be shockproof for a OnePlus 9 in the EU/NA regions. Although I have the same phone, it is for the Asia region. Surprisingly, the case fit both my phone and my brother's phone in the EU/NA region. I received a refund without returning the item, but now I feel it wouldn't be fair to the seller. The second store provided me with two case covers that fit my Asia region phone poorly but fit EU/NA phones perfectly. I have opened a dispute regarding this order as well. I am waiting for your final decision and hope for a fair resolution. Thank you for your attention and assistance. Best regards, Shadi I.

Hello, I recently placed an order (Order ID [redacted][redacted]) for three different products in various quantities. My items were split into two shipments, and while one arrived successfully, the second one was returned before reaching my country. The seller offered a partial refund, but I believe I am entitled to a full refund based on the guarantees provided by Aliexpress. Although I received partial reimbursement for one product, I am still missing the third item and was only refunded $22 out of the total value of approximately $90, including shipping and Norwegian VAT. I noticed discrepancies in the number of products shipped compared to what I paid for. It has been challenging to communicate with Aliexpress as they seem unresponsive to my concerns. Your guidance on this matter would be greatly appreciated. Thank you.

I would appreciate clarification and assistance with resolving this issue. On June 16th, I placed an order for a black rear seat cover priced at $27.96 CAD under order # [redacted][redacted]. Subsequently, I received a communication from another retailer, "Auto Accessories Sale Store," requesting an additional $10 USD for shipping. The original order, placed with LBL Car Accessories, included free shipping. To address this, I contacted LBL and authorized the additional $10 USD for shipping, concerned about a potential scam via Auto Accessories Sale Store. After reaching out to AliExpress, I was informed that the seat cover had already been shipped under tracking number LP[redacted][redacted]. They advised me to disregard the payment request for the added $10. Unfortunately, my order now shows as cancelled. It is unsettling that retailers can alter prices and cancel orders arbitrarily, especially after verification. I require assistance in rectifying this situation promptly and ensuring that I will receive the initial order as placed. I anticipate your prompt response. Thank you, RD

I have a dispute with Zhongheng Cycling Store regarding my Scooter order [redacted][redacted] from November 24, [redacted], received on March 30, [redacted]. The advertised speed of 55km/h is not being met, only reaching 40km/h. Despite receiving compensation of €[redacted], the scooter has now broken down after just 60kms and no longer accelerates as promised. The seller is unresponsive about providing an exchange via UPS and asks for a handle disassembly, which I need guidance on. I have sent videos to their email with no success. Urgently, I seek a new scooter meeting the sales criteria through UPS for a proper exchange. Your prompt attention to this matter is greatly appreciated. Thank you for your help.

I recently bought a Doogee S50 Smartphone from the AliExpress online store, China Product Store. However, shortly after receiving the phone, it stopped making or receiving calls and SMS. Despite trying various solutions without success, I reached out to the seller. After multiple messages exchanged, they agreed to refund me if I return the phone due to the 90-day money-back guarantee. I expressed concerns about not receiving a refund like other customers have reported with different AliExpress stores. When I asked for the refund before returning the item, the seller remained unyielding. This experience has made me question the customer service at China Product Store and left me feeling dissatisfied with AliExpress and its parent company, Alibaba, whom I also contacted with no resolution in sight.

I recently bought a Doogee S50 Smartphone from the China Product Store on AliExpress. However, a few weeks later, the phone suddenly stopped working properly. Despite trying several solutions, I couldn't fix the issue. After contacting the seller and discussing a refund due to a 90-day guarantee, they agreed to refund me if I sent the phone back. I am concerned because other customers have not received refunds after returning items. I requested the refund before returning the phone, but the store refused. I feel disappointed by the lack of customer care from China Product Store, AliExpress, and Alibaba. I would like AliExpress/Alibaba to intervene and ensure I receive a replacement phone or a full refund before returning the defective one.

Dear Customer Service, I received my phone, but unfortunately, there are some issues that need to be addressed: 1. The camera and screen quality are poor. 2. The back camera is scratched. 3. The screen size is 6.3 inches instead of the advertised 7.3 inches. 4. The phone runs on Android 8.1.0 instead of the promised Android 12. I contacted the seller, and they offered a refund of 10€, which is unacceptable considering the discrepancies and false advertising. I insist on receiving the correct phone as advertised or a full refund. I would appreciate your prompt assistance in resolving this matter. Thank you.

Hello Aliexpress! My name is Nhan Pham, and I have been a long-time customer of Aliexpress. Recently, I encountered an issue with an order and attempted to resolve it by opening a dispute. Despite my efforts, I did not receive any assistance. I reached out to customer service via email in hopes of finding a resolution for my problem. The order in question is for a phone with order ID [redacted][redacted], which was placed on June 01, [redacted]. After waiting approximately four weeks for delivery, I discovered that the phone was not functioning properly. I attempted to contact the seller, but received no response. It appears that the seller is no longer in business. When I tried to open a dispute, Aliexpress informed me that no refund could be issued. As a loyal and understanding customer who has spent a significant amount of money on Aliexpress without prior complaints, I am disappointed in this particular experience. I have always believed that Aliexpress provides excellent customer service, and I am unsure why I am encountering difficulty resolving this issue at this time.

I am awaiting a response regarding my recent order. I selected expedited shipping for a dress, hoping for delivery by July 8, yet it is now July 9. Despite paying an additional $15 for faster shipping, my order has not been shipped or delivered. I am considering requesting a refund for the expedited shipping fee if the dress doesn't arrive as promised. However, I am uncertain if I will still receive the dress by the end of July if a refund is issued.

I bought a phone on AliExpress with order number [redacted][redacted]. Unfortunately, the phone I received has a defect. I contacted the seller to request a refund, but they are refusing to cover the return fees. I believe this is not my responsibility as I paid for a fully functional phone, not a defective one. I am returning the phone due to the defect and do not think I should have to pay any additional fees.

Hello, I recently received a message from you with the following content, but it seems there might be a misunderstanding. In June, my sales actually increased compared to May. I had detailed discussions with two employees regarding this issue. However, I noticed that [redacted] points were deducted from my membership account this month despite my increased orders in June. There seems to be confusion as to why my membership level was lowered. I kindly request that the [redacted] points are credited back to my account. My previous point balance was [redacted], and with the addition of these points, it should be corrected to [redacted]. I appreciate your prompt attention to this matter.

Hello, I feel very betrayed by you. I requested a refund for the following order numbers: [redacted][redacted], [redacted][redacted], as they were returned to the sender by DHL due to package damage. I also informed you that DHL advised you to contact them for further details, but you simply rejected my request. In my opinion, you are scammers. If I don't receive my money back into my account soon, I will report you to the police!

Hello, I recently made a purchase from a vendor called Ueenly Hair on your website. Unfortunately, the wig I received turned out to be synthetic and melted when I tried to straighten it. Despite contacting the vendor to address the issue, they have since blocked me from reaching out to them. I have also reached out to the help center multiple times, but no resolution has been provided. I am extremely disappointed with this experience and am simply looking for compensation for the poor quality product. Thank you.

I recently placed an order for a telescope main mirror and a secondary mirror. Upon receiving the package, I noticed that it only contained the main mirror. When I touched the package without opening it, I verified with the postal officer that the package weight matched the listed weight on the inspection papers. To address this discrepancy, I decided to open the package in front of a camera to document the contents. Subsequently, I opened a dispute and provided AliExpress with the video as evidence; however, they deemed it insufficient.

Good evening, I purchased 3 items on Aliexpress, and when I tried to pay, my order was declined with error code CSC[redacted]. Later, it asked me for my ID card, bank card, and bank details. I have been a long-time customer and never had this issue before. How can I resolve this problem as there is no phone number to contact them? Could you assist me? Thank you. My phone is 06 45 11 27 02 in France. Email: [redacted] Regards, Mr. D.

I need to return the replacement battery because it is faulty. However, during the return process, I can only select "Goods are no longer needed," which means I'd have to cover the shipping costs. I require a return label from the seller. Best regards, A.H.

Hi, I received a damaged item from the seller and followed the resolution provided via email from AliExpress. The resolution stated that the seller would reimburse the return shipping fee. I have already sent the item back after being instructed to do so. I have attached the email communication confirming this agreement with the seller regarding the return postal fee, as well as the receipt from the post service. The email from AliExpress dated 15.4.22 clearly outlines that the seller is responsible for covering the return shipping fee. I have also included screenshots of my chat with the seller, where they agreed to reimburse the return postal fee. Thank you.

Hello, my name is Mandy Manley. I placed a large order with your company a few days ago. I've been a loyal customer and never experienced any issues in the past. However, this time I encountered a problem. I ordered 10 items or more and completed my shopping list with the expedited shipping option. To my surprise, after confirming the payment, I did not receive a confirmation number, and my order was canceled. The account showed 15 different prices instead of the $[redacted].07 grand total I expected. It seems like I'm being charged for each item individually along with shipping. I urgently need this matter resolved as I carefully budget my purchases. I've been unable to reach anyone by phone, which has left me feeling insecure about the situation. Please address this promptly. Thank you.

Good evening. I asked the store to take responsibility for the warranty of the product with order number [redacted][redacted] purchased from them. They requested a video showing the Smart Watch Kumi GW1 turning off without reason, and despite providing two videos as proof, they insist that I send it to China at my own expense. They mentioned a refund for the watch, but as it was a prize from Aliexpress, money won't cover the cost of the watch. The store refuses to assist further, prompting me to contact Aliexpress who acknowledged the warranty should cover repairs, but I am still awaiting a resolution. All I want is for the store to honor the warranty and repair the Smart Watch.

I am reaching out regarding my recent order on AliExpress with Dispute Appeal number [redacted][redacted] for 2x16TB SSD drives. One of the drives malfunctioned right from the start, and the other failed shortly after minimal use. Upon inspection, it became clear that these drives are not authentic: 1. They are not SSD drives; they do not fit the standard of NVMe or SATA drives. 2. Contrary to the description, they are not 16TB in capacity; they actually contain a 64GB SD card (58GB usable) disguised as a 15.2TB drive via a PIC chip on the board. It is imperative that AliExpress ceases the sale of these counterfeit items, as they violate expected trading standards. My requests are as follows: 1. Remove these drives from AliExpress and refund all affected buyers. 2. Assist in reporting AliExpress to the appropriate Chinese Trading Standards Authority. 3. Reopen the dispute for my order and ensure a proper refund is issued. Best regards, Kenneth A. Spencer, email: [redacted]