AliExpress Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about AliExpress customer service, archive #2. It includes a selection of 20 issue(s) reported June 17, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I purchased a NYUWA [redacted]% Density Full Lace Human Hair Wig from AliExpress for £[redacted].68. On the 19th of May, I requested to cancel the order, and the process officially started on the 22nd of May. The supplier, NYUMA, informed me that it would take 7-15 days to receive a refund. However, after 15 days passed without any communication from NYUMA, I reached out to them again with evidence of the refund in progress. Despite my efforts, I did not receive any response. According to AliExpress's refund policy, refunds typically take between 3-20 days, but it has now been 26 days since the process began, almost a month next week. Frustrated with the lack of updates, I reached out to authorities due to suspected fraudulent activity from the supplier. I am seeking assistance to resolve this issue promptly.
Reported by GetHuman-lisannwa on Sunday, June 17, 2018 6:48 PM
I placed an order on May 23, [redacted], with order number [redacted][redacted]. Upon receiving the jersey, I discovered that the XXL size I ordered did not match the size chart as it was tagged. Despite contacting the seller several times, they agreed to send a XXXL replacement which I was satisfied with. However, despite requesting the tracking information five times, the seller has not responded to me. I believe sharing the tracking information would validate the shipment. I am disappointed by the lack of response from the seller after numerous requests for such simple information. I only wish to receive what I paid for and have the tracking details to prove its shipment. I am troubled by the seller's disregard for my inquiries. Could you please confirm if my replacement jersey has been shipped and provide me with the tracking number? Thank you, Eric T.
Reported by GetHuman-hoohoogu on Monday, June 18, 2018 3:34 PM
Hello, my name is Ijie Nafisa, and I am a platinum buyer on AliExpress. I placed an order for a wedding dress from Coco Conner Wedding Dress store on March 28, [redacted], totaling $[redacted].17. Unfortunately, upon receiving the dress, it was not the correct size and style. After contacting the seller, she requested time to retrieve the right dress from another buyer in a different country. However, despite the long wait, the seller did not send the correct dress, leading me to open a dispute. The seller has agreed to a refund, but after the dispute ended, my account has not been credited. I am eagerly awaiting your prompt response. Thank you. Nafisa I., Nigeria.
Reported by GetHuman-dannitam on Tuesday, June 19, 2018 1:44 PM
I purchased a wrist blood pressure monitor, but after inserting a new battery, the screen remains blank. I have attempted various troubleshooting steps without success. I have contacted the seller multiple times, who has requested visual proof of the issue, which I cannot provide as it is not visible. I have asked for a return label to send back the defective item for inspection. The order number is [redacted][redacted] from BGM Store. I believe a refund is warranted in this situation.
Reported by GetHuman803354 on Wednesday, June 20, 2018 3:19 PM
I needed to purchase a die cut machine and planned to place the order to receive it by July 6th, [redacted]. However, when trying to submit the $[redacted] payment, the process would stall and redirect me to a blank page. After seeking help through AliExpress customer service chat, the representative assured me the payment was processed but no confirmation email arrived after 24 hours. Despite trying different solutions like changing browsers and clearing cookies, the problem persisted. The issue was escalated to a higher level but I still did not receive a resolution or email update. The deadline to deliver products to customers loomed, and I faced the potential need for expedited shipping due to the delay in payment processing. The frustration lies in the fact that my Mastercard should have worked on their site, and the failure to process the payment has now caused complications in timely delivery to customers. Proof of conversations with representatives and bank statements are available if necessary.
Reported by GetHuman816825 on Monday, June 25, 2018 12:47 AM
The seller claims the product has been shipped to Canada, but my app shows otherwise. It's been 3 months, and the package hasn't arrived. I just want a refund at this point. I'm frustrated with Aliexpress showing the product as "finished" when it hasn't reached me. The sellers' lack of honesty is disappointing. One seller offered a refund after I expressed my delayed delivery concerns.
Reported by GetHuman793060 on Tuesday, June 26, 2018 5:38 PM
Order ID: [redacted][redacted] I ordered a phone from Aliexpress, and it arrived quickly. However, the phone isn't compatible with the United States. In my dispute, I explained this, but it seems like the panel handling the case didn't acknowledge my side. They simply closed the case upon seeing the delivery confirmation. I'm frustrated and ready to return the phone, but Aliexpress support is not understanding the issue. This experience tarnishes my long-standing relationship with Aliexpress. They need to improve their customer service and address situations properly. - Mike F
Reported by GetHuman-mikefaul on Wednesday, June 27, 2018 2:38 PM
Order number: [redacted][redacted] I would like to return both items and receive a full refund. Please refer to the attached picture to see why. The product does not reflect reality, and its quality is inadequate. Offering a mere $5 refund seems like a joke considering the total amount of $78.46 for both orders. I do not find this response appropriate for a business interaction. Please initiate the return process with a label so that I can get my money back promptly. Thank you. - Me --- Hello, I need clarification on the following points: 1. I only ordered one item, but I was charged for two, which is incorrect. 2. The product is thin and weak, it cannot withstand bird attacks in Georgia. 3. If you're unwilling to assist, I will escalate this issue regarding the return process. 4. I did not purchase this product for resale purposes, so I cannot engage in that activity. Thank you for understanding and your assistance. - Me --- Order number: [redacted][redacted] I received both packages, but I only ordered one. I wish to return both items due to discrepancies between the product and what was shown on the website. Please provide instructions on how to proceed with the return. Thank you for your help and understanding. Best regards, George Budu
Reported by GetHuman-gbudu on Wednesday, June 27, 2018 3:54 PM
I would like to report an issue with a seller on AliExpress named Tasha Trade Company Ltd - Laptop Spare Parts regarding the purchase of a defective LCD screen. The item ordered, a Sony Vaio LCD screen (Order ID: [redacted][redacted]), arrived damaged and not properly taped or glued. Despite contacting the seller for a solution, they have been unprofessional and unresponsive. The seller initially delayed shipping the item, which arrived opened, causing distress to the customer. Subsequently, the screen malfunctioned, and the seller has refused responsibility and a refund. This experience has been a nightmare, contrasting with our smooth transactions on platforms like Amazon and eBay. We urge AliExpress to address this matter promptly and ensure such sellers do not tarnish your reputation. Your intervention in this quality issue would be greatly appreciated. Sincerely, Edgar Alzamora from Ordimax Computers Canada.
Reported by GetHuman-ordimaxc on Thursday, June 28, 2018 4:55 PM
I made a purchase on June 18th of a cream for my face. I received an email with order #[redacted][redacted] stating that it was shipped, but when I tried to track it, the number was invalid. My credit card was charged, and I do not want to have to deal with back-and-forth emails. My husband and I are taking this matter seriously and expect your help. After working hard for 25 and 29 years, we trusted your company, and now we need you to resolve this efficiently. Please provide me with the shipping information and confirmation number as promised. If the product is unavailable, kindly refund the money back to my card to avoid any further inconvenience. Thank you for your attention to this matter. Sincerely, LM
Reported by GetHuman-lisaredd on Thursday, June 28, 2018 5:15 PM
Dear AliExpress Support Team, I am reaching out regarding two orders I placed on your platform, with the following order numbers: [redacted]0[redacted][redacted] These orders were marked as delivered by the USPS, but unfortunately, I did not receive them. In the US, packages are often left without requiring a signature, making it challenging to prove non-delivery. I have already contacted AliExpress customer service and was assured that the issue would be resolved. However, I received the dispute results today, denying my refund request. I kindly request a thorough investigation into this matter to proceed with the refund for the undelivered items. Thank you, James
Reported by GetHuman-jtanman on Friday, June 29, 2018 5:05 PM
I ordered 2 seat covers and ground covers for 2 cars. The items were the wrong size for one car and the armrests didn't fit. I contacted the company, but they wasted my time and promised to resend items that they never did. I opened a dispute and received no payment twice without explanation. Now, I can't open another dispute. The seller is no longer responding. I want the correct items sent as promised. I included pictures of the items that didn't fit in the first dispute.
Reported by GetHuman-salahay on Saturday, June 30, 2018 8:05 AM
I made a purchase last month which amounted to $[redacted]. Upon receiving the product, I was extremely disappointed as it was damaged and not as described, with hair falling out. I contacted the seller for a full refund as I was no longer interested in the item and they only offered less than half of the amount I paid. I insisted on a full refund and opened a dispute. After almost a month of trying to communicate with the seller, I have not received my refund or a resolution to the dispute. AliExpress mentioned that if I return the merchandise, I will get the full $[redacted] back, but the seller should cover the return shipping costs, which has not happened. I am frustrated and just want my full refund promptly as dealing with this has been difficult.
Reported by GetHuman842223 on Monday, July 2, 2018 4:49 PM
Sweden has implemented new rules for collecting VAT on online orders from non-EU countries. Customers are now facing high VAT declaration fees if stores don't collect VAT upfront. AliExpress has lost Swedish customers due to these fees. Many sellers on AliExpress are now reluctant to ship to Sweden. AliExpress has an agreement with the Australian Taxation Office to collect GST, which is not yet available for Swedish customers. Competitor 'Wish' has agreements with Swedish Customs Authority and PostNord to handle VAT payments. Customers appreciate services like these to avoid additional fees. AliExpress should consider implementing a similar system for Swedish customers. These changes may also impact other EU countries in the upcoming year. For more information, visit provided websites. Regards, Henrik Ledin.
Reported by GetHuman-henrikl on Tuesday, July 3, 2018 8:49 PM
I had an account on AliExpress in the past but changed my email address. I have faced great difficulty navigating the new website and have not been able to use it effectively as the old one. It appears to be almost impossible for me to use. I attempted to contact support earlier but received no response. I resorted to searching online for a way to reach out. Lorraine L. Email: [redacted] Formerly: [redacted] Phone: [redacted]
Reported by GetHuman-blorrain on Wednesday, July 4, 2018 7:24 PM
I am having trouble with the testing unit and all the cables seem to be showing as clones, even the new one I bought from an Apple dealer. The seller is insisting on getting test results from data line 1 test, but the unit doesn't have a brand name, and I can't find information on how to perform this specific test. I have asked multiple times for guidance, but the seller claims to have shown me before, though I never received this information. The dispute is coming to a close, and unless I provide the data line 1 test results, it seems like my claim won't be considered valid. On the product page, it is mentioned that it comes with a user guide, but I never received one.
Reported by GetHuman850627 on Thursday, July 5, 2018 10:30 AM
Subject: Address Issue with AliExpress Orders Hello, I am writing to address an issue I encountered on the AliExpress website when trying to update my shipping address. My name is Peter Stevens, and I reside in Pyrmont, NSW, Australia; my postal address is PO Box [redacted], Pyrmont, NSW [redacted], Australia, and my street address is [redacted] Harris Street, Pyrmont, NSW [redacted], Australia. I have a history of purchasing items from AliExpress, primarily delivered to Australia and occasionally to the USA. However, I recently encountered difficulties with a pending order that is being rejected. I am currently staying in Tucson, Arizona, USA, for three months and intended to order items for delivery during my stay. I updated my shipping address on the website to reflect this temporary address change. I am facing challenges updating my home address on the website as Pyrmont is not listed in the dropdown menu. I also find it unnecessary to provide a separate billing address since the focus should only be on the delivery address. I am willing to provide copies of my credit cards and driver's license for verification purposes but prefer not to share bank statements due to privacy concerns. My contact numbers are +61 [redacted] [redacted] [redacted] in Australia and +1 [redacted] in the USA. Feel free to reach out for additional security measures. If this issue is not resolved promptly, I may consider alternative online platforms for my purchases. Thank you for your attention to this matter. Best regards, Peter Stevens
Reported by GetHuman855259 on Friday, July 6, 2018 4:50 PM
Before finalizing my purchase, I specifically filtered the AliExpress search results to show items shipping from the United States. However, I was dismayed to receive a notification that my order was shipped via epacket from China. The reason I selected items shipping from the US was because I require the product before July 18 for an upcoming event; otherwise, it serves no purpose for me. I am disappointed by AliExpress blending products that do not ship from the US with those that do. I understand that the order has already been shipped, but I would like to inquire about the possibility of cancelling it due to its origin in China, as it will not arrive on time. If cancellation is not feasible, I kindly request a refund so that I may purchase the item elsewhere from a more transparent seller regarding their shipping locations. Order number [redacted][redacted].
Reported by GetHuman-ferris_b on Saturday, July 7, 2018 2:53 PM
I purchased a set of 5 canvas diamond paintings, however, one of the canvases I received was incorrect. I opened a dispute with the seller and they promised to send me a replacement. After canceling the dispute as requested, the seller mentioned that my tracking information would be updated within 7 days. It has been a few weeks and I have yet to receive the replacement canvas. Despite reaching out to the seller multiple times, I was consistently asked to wait for another 7 days. When I escalated the issue to AliExpress through online chat, a representative contacted the seller on my behalf. The seller claimed the order was delivered and advised me to check with my local post office, which yielded no results. Upon informing the seller of this, I was told I could not receive a refund due to the delivery confirmation. Despite my insistence on the proper tracking information for the replacement canvas, I have only received silence from the seller. This experience has left me disappointed, and I would like a refund.
Reported by GetHuman858131 on Saturday, July 7, 2018 3:55 PM
Dear Aliexpress, I encountered issues with additional costs with the dealer, which resulted in the package being sent back by Fedex to Honkong on 10/7. Despite the agreement reached, Fedex returned the package before the agreed-upon date of 11/7. According to Fedex policy, they should have held the package for 5 working days post refusal, allowing until 11/7. Unfortunately, the package is now in Hong Kong and likely destroyed. It would have been more cost-effective if the package was destroyed in Germany as agreed upon. The dealer tried to assist, but unnecessary costs have been incurred. I am without the goods I paid for. I would appreciate receiving the goods in the condition promised by the dealer, or alternatively, a refund. Kind regards, Silvia M.
Reported by GetHuman-romelche on Monday, July 16, 2018 2:04 PM

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