AliExpress Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about AliExpress customer service, archive #3. It includes a selection of 20 issue(s) reported July 16, 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 am having trouble logging into my account as it keeps showing "unusual activity" and then locks it. When I attempt to verify my account using my mobile number for a 6-digit code via text message, I never actually receive the message. I have tried multiple times over several days, but it is not working. I made a purchase weeks ago that I have not received yet. I urgently need to understand what is going on with my order, but without access to my account, I am unable to do so. This situation is incredibly frustrating for me. Any assistance with resolving these issues would be greatly appreciated. Thank you.
Reported by GetHuman886789 on lunes, 16 de julio de 2018 20:10
Hello, my name is Lara. I purchased a pair of jeans for $21.63 from GOOD JEANS STORE on AliExpress with order number [redacted][redacted] on July 16, [redacted], at 17:55. The seller informed me that they could not ship the item to the USA due to concerns and advised me to cancel the order. I selected "seller unable to ship the order" as the reason for cancellation. After canceling, the seller mentioned that I would not receive a refund due to the reason I chose. I have not received my money back yet. When I contacted AliExpress customer service, I was disconnected by representatives. This is the second time I've faced this issue on AliExpress. I would appreciate it if AliExpress could assist me in getting a refund for future purchases. Thank you.
Reported by GetHuman-omolarao on martes, 17 de julio de 2018 19:56
On June 27, [redacted], I made two separate orders at Wolf Enemy Terminator Gear Store for New Motorcycle/Scooter Helmets and Air Force Jet Pilot Flight Helmets. The first order was for $51.31 with Order ID #[redacted][redacted] and the second was for $[redacted].61 with Order ID #[redacted][redacted], totaling $[redacted].71. However, on June 28, [redacted], Wolf Enemy informed me they were out of stock and unable to fulfill my order. Despite my numerous requests for a refund over the next two weeks, they refused. I contacted AliExpress for help, but it yielded no results. Finally, on July 7, [redacted], I received a tracking number LY[redacted]16CN from Wolf Enemy, which allegedly corresponded to my orders. When I checked the tracking on July 17, [redacted], it indicated delivery in Staten Island, New York, instead of my address in Bolton, Massachusetts. Despite my efforts to resolve this issue, Wolf Enemy failed to provide a refund and gave me another person's tracking number. I never received the helmets, as they were mistakenly delivered [redacted] miles away. I believe the tracking number was a tactic to delay my refund requests. I expect a full refund plus 30% for the inconvenience caused by their unethical business practices.
Reported by GetHuman-sonsof on martes, 17 de julio de 2018 23:00
I recently purchased a Mi 8 cell phone on AliExpress, but upon using it, I noticed some issues that were not disclosed on the seller's website. The fingerprint unlock stopped working after only 2 hours of use, there was no Face ID functionality, and the apps' logos disappeared for 3 seconds upon returning home. The seller attempted to address the problems by unboxing the phone, checking the hardware and software, and refreshing the ROM. However, their proposed solution of a $30 USD refund is inadequate considering the repair cost in my country. I requested $60 or a return, but the seller initiated a return without my consent, leaving me to cover the $60 NZD shipping fee. This situation is unjust as I am held responsible for their oversights. The seller continues to sell the item without disclosing these issues, which is concerning. I urge the seller to cover the return shipping and update their product information to ensure transparency and customer satisfaction. It appears that multiple customers are experiencing similar problems, indicating a recurring issue that needs resolution.
Reported by GetHuman-ashleyon on miércoles, 18 de julio de 2018 5:04
I ordered five rolls of white lace washi tape, but the ones I received were different from the listing and included duplicates. Dealing with the company was difficult as they claimed no record of my order existed, even though I received the items. I had to prove my order by comparing the original listing to what I got. I found another complaint identical to mine on the listing, indicating this is a common issue. The company is allegedly sending the correct items, but I hope for better customer service if they make another mistake. I want to highlight the frustration of contacting customer service only through a complaint on an order that might not show up. How can we reach them if the order doesn't exist?
Reported by GetHuman-meilandr on viernes, 20 de julio de 2018 17:46
I have encountered an issue with two separate orders placed on Aliexpress for watches that were never delivered. The first order, from Megir Official Store, was made on March 28, [redacted], and after waiting 64 days, I disputed the transaction and received a refund on June 3, [redacted]. The second order was from Store Time for the Jedir Watch, placed on July 5, [redacted]. After waiting 45 days, the item was not received, and the supplier advised me to dispute for a refund. Both stores mentioned that the package was likely lost, which led to the need for a dispute. I am concerned about the total 3.5 months I have spent waiting for these items and am seeking clarity on what actions have been taken and what compensation can be provided. It is frustrating that the tracking information is unavailable after the item is shipped from the store, leaving me unsure of where the responsibility lies between the store and the post office. I urge Aliexpress to enhance its delivery tracking system to prevent such incidents in the future. Thank you for your prompt attention to this matter.
Reported by GetHuman914406 on miércoles, 25 de julio de 2018 2:07
Hi, I recently purchased hair from Mi Lisa on AliExpress for the second time and was pleased with the quality and length. However, there was an issue with my latest order where I did not receive the frontal piece I had paid for. After reaching out to Mi Lisa, she initially promised to rectify the mistake, but then sent an item I did not even order. When I asked for a refund, she asked me to give her a 5-star review in exchange for keeping the incorrect item and receiving additional free bundles. I am dissatisfied with this resolution as I simply want to receive what I paid for in a timely manner. I would appreciate it if someone could assist me with this matter. Thank you.
Reported by GetHuman914632 on miércoles, 25 de julio de 2018 5:04
I am eager to receive my refund promptly. Upon checking my account, it indicated that the refund was completed. However, my bank account balance remains unchanged. I am becoming increasingly frustrated as typically refunds take 3 to 5 days, not 3 to 20 days. I used the funds for a gift that needs to arrive before the 3rd of August. I ordered 2 frontals that I canceled on the same day they were ordered. I would like to clarify that I canceled them, not someone else. Despite the cancellation, I still want the Ali Bliss wig frontal that I initially ordered. If the items could be shipped to me without a refund, that would be satisfactory.
Reported by GetHuman918392 on jueves, 26 de julio de 2018 9:49
Dear AliExpress, I am deeply dissatisfied with my order [redacted][redacted]. I contacted your customer service to address my issue regarding the product's lack of drivers, making it unusable. I requested a refund, but I have yet to receive the $89. This situation has caused me to lose my job, and my boss is threatening legal action. Please, for the sake of customer goodwill, refund the money to my former employer. It is frustrating that my job loss is a result of the seller's dishonesty. Despite providing evidence and communicating with you, I continue to be redirected. Losing my job is distressing enough; I hope we can resolve this matter promptly. Thank you for your assistance. Awaiting a resolution.
Reported by GetHuman-jelvison on sábado, 28 de julio de 2018 4:12
I recently ordered a set of four chips for my printer's cartridges with order ID [redacted][redacted] on July 3, [redacted], for US $11.19. Unfortunately, one of the chips arrived broken after 15 days. I raised a dispute, and AliExpress acknowledged the issue, agreeing to refund me if I return the product to the seller in China. However, the return shipping cost from India to China is approximately US $11.87, which is almost the same as the product value. I am unable to bear this high shipping expense. AliExpress has given me 10 days to return the order; otherwise, the money will be released to the seller. I kindly request AliExpress to consider my situation and process a refund without requiring me to send the product back, as the return shipping cost is unreasonably high. I hope for a fair resolution from AliExpress without disappointing me.
Reported by GetHuman926121 on sábado, 28 de julio de 2018 18:17
I recently purchased a shoe and bag set from AliExpress. Upon receiving the package, I was dissatisfied with the quality and finishing. I contacted the seller to express my concerns and they agreed to provide a full refund once I returned the items. The seller has provided me with the return address, but I am having trouble opening the dispute link on the website. Since the seller has agreed to the refund upon return, should I create a dispute or ask for an extension on my buyer protection period? Any advice would be appreciated. Thank you. - Stella O.
Reported by GetHuman-fadekeok on lunes, 30 de julio de 2018 13:15
I placed an order for hair on AliExpress on July 23 for my niece, aiming for it to arrive before school starts on August 6. Despite expecting it in 3-5 business days, as of July 30, the order hasn't arrived. After contacting AliExpress customer service, a representative checked my order and informed me that it was canceled for security reasons. I was assured of a refund in 3-20 business days. The product I ordered was "Allrun 2/3 bundles with closure lace frontal Brazilian Straight Hair Weave Bundles Nonremy Human Hair Extensions with closure." I hope to receive my order before August 4.
Reported by GetHuman931924 on lunes, 30 de julio de 2018 20:00
My name is Daniel Maley, and I recently received a product from CN Group, which arrived damaged from CN Lab Asian Group. The box had a hole and was ripped upon delivery by FedEx. When I tried to return it, FedEx mentioned the condition was not acceptable for return. The customer service from this company has been rude and unapologetic about the issue I raised. I'm a frequent customer on Alibaba, and I usually have great experiences with other vendors. However, this particular vendor has been disappointing. I escalated the dispute on my Alibaba account and now I am seeking a refund for this unsatisfactory purchase. I feel scammed and distressed by the poor shipping and customer service practices I have encountered.
Reported by GetHuman-dmaley on martes, 31 de julio de 2018 15:25
I attempted to track my order through DHL, but was informed that the tracking number provided, [redacted], was incorrect. According to DHL, the package was delivered and signed for by someone named DHL Taylor, however, I have not received it. The package did not go to the location specified by the seller. DHL is unable to locate my order and is unsure of its whereabouts. It seems there may have been an error with the tracking number. The package consisted of hair from China and was sent via Express Worldwide Nondoc pick up on July 9th, [redacted], at 18:29 from the original service area in Suzhou surrounding area, China. I kindly request that someone from DHL reach out to the seller regarding my order. I prefer not to sign for the package and would like it to be delivered through regular mail to ensure its safe arrival. Thank you, Darcilla Crosby.
Reported by GetHuman-darcilla on miércoles, 1 de agosto de 2018 0:15
I transferred the payment for my orders from July 10th on July 11th via my bank. I received an email now stating that the goods won't be delivered because they have not been paid for. Here is the bank confirmation: 11.07.18 [redacted]12AEI-6C246JDBP13L Transferred to: Last Direct Debit BAWAATWWXXX AT[redacted][redacted]0 Iskra Brigitte 2OEN1CI Alipay 68[redacted]48-5B44ED9 3-BDDE EUR 41.24 DE[redacted][redacted] PPRO Financial Ltd I kindly ask for verification, delivery of the goods, and if that's not possible, a refund of €41.24.
Reported by GetHuman-iskrab on miércoles, 1 de agosto de 2018 7:42
I purchased a phone case for my phone on the Aliexpress website. During the ordering process, the website repeatedly logged me out with an error message, prompting me to re-enter my card information. After multiple attempts, the order finally went through. Upon checking the website the next day, I discovered that three phone cases had been ordered instead of one. I promptly canceled the additional orders. However, I later noticed three transactions on my card statement for the phone cases. Although Aliexpress indicated that the two cases were canceled, the money was still deducted from my card. I urgently need a refund for the extra cases that were canceled and not shipped. It is essential that this issue is addressed promptly. Thank you.
Reported by GetHuman943265 on jueves, 2 de agosto de 2018 16:59
I need assistance with my recent order on ALIEXPRESS. It seems my package was delivered to the wrong address in Mexico instead of Pennsylvania in the United States where I reside. According to tracking information from both ALIEXPRESS and DHL, the package was signed for by someone named LUIS ALONSO at the wrong location. I am very frustrated by this error and would like to receive the item I paid for at the correct address.
Reported by GetHuman-alightoc on jueves, 2 de agosto de 2018 23:46
I am extremely disappointed with the unsatisfactory service provided by AliExpress. Recently, I purchased jewelry that arrived damaged, and when I opened a dispute, the seller requested I return the item for a refund. The return fee was exorbitant, so I communicated this to the seller, who agreed to refund me after reviewing the evidence. However, I was unable to close the dispute and resorted to providing a false tracking number to prompt the seller to refund me via PayPal. The proposed refund of $4 for a $10.52 item is unacceptable, and despite my attempts to address this with the seller and AliExpress customer service, no resolution has been reached. I am frustrated by the lack of assistance and the seller's apparent attempt to scam me. My order number is [redacted], and I urgently request a full refund for the faulty jewelry purchase.
Reported by GetHuman953871 on domingo, 5 de agosto de 2018 13:47
I have submitted a dispute for several orders that resulted in a full refund. The resolution timeframe indicated 3-20 business days, but it has been over 20 business days with no refund received. The status still shows as "processing" for an extended period. The orders affected are: - BTLIGE Solid Beach Cover Ups [redacted] Buttons Patchwork Kaftan Beach Wear Plus Size Sexy Tunic Swimsuit Women Summer Sunscreen Capes - BTLIGE Solid Beach Cover Ups [redacted] Buttons Patchwork Kaftan Beach Wear Plus Size Sexy Tunic Swimsuit Women Summer Sunscreen Capes - GLANE New Sexy Slash Neck Summer Loose Beach cover up Orange White Swimwear Cover-ups Women Beach Tunic Bikini Cover up - [redacted] Hot Summer Women Retro Floral Chiffon Bikini Cover Up Leisure Sexy Swimwear Beach Cover Up Bikini Dress Free Size 6 Colors (4 pieces) - [redacted] New Women Summer Cover Ups Sexy Transparent Stretch Mesh Beach Lace Blouse Bikini Outside Smock Loose Beachwear Dress - NIBESSER [redacted] New Beach Short Pants Summer Shorts Trunks Men For Workout Male Fitness Printed Loose Drawstring Casual Shorts (2 pieces)
Reported by GetHuman-claireq on jueves, 9 de agosto de 2018 8:09
I purchased "human hair bundles" from Beautiful Princess Hair. After receiving the thin hair and discussing with them, they refunded me $20. Despite not using the hair yet, I decided to lighten it for my upcoming birthday. Using 40 volume developer on one bundle and the closure resulted in the hair burning, revealing it was synthetic. When I contacted the brand, they seemed clueless and unhelpful. After several attempts to resolve the issue, they offered another $20, which I declined. I insisted on a full refund or exchange for human hair, but they were uncooperative. Their behavior during calls was unprofessional, and they failed to provide assistance. I am disappointed as this was my birthday hair plan.
Reported by GetHuman975469 on viernes, 10 de agosto de 2018 15:37

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