Joyce W.

Order ID: **************
On Nov 3rd, I ordered a document camera from a store named "Buying" which costed $74.55 and according to the website should arrive beginning of January. I noticed that purchase protection (which by the way is complete bs) was running out and so I contacted the seller asking if the item has been shipped and when will it come.

Seller responds by saying that the item is lost and gives me 3 options:
1) a full refund through PayPal (a website OUTSIDE of AliExpress so he could potentially give me whatever he wanted or nothing at all);
2) give him 5 stars and then he will ship my item (first of all, that's not how star systems work and in order to give him 5 stars I would have to first confirm I've received the item which weakens dispute on AliExpress and
3) discount of a same amount.

I told the seller that I want a full refund from the AliExpress website. Seller refused. The tracking provided by the seller was invalid and completely untrackable. I "escalated the dispute" which involves the equally corrupted AliExpress Case Team to look into the matter and provide a solution.

Case Team basically extended the purchase protection for another 10-12 days saying, due to the busy holiday season, we will give this item some extra time. I was initially fine with that except the item still did not arrive. The item already without a valid tracking number, case team tells me I had to "PROVE" that I did not receive the item by presenting official documents from my post office because, otherwise, they will base it on the tracking information (WHICH IF YOU REMEMBER WAS INVALID) and release the money to the seller.

I contacted my post office and they said that tracking number is not on their system and, when items are sent from overseas, they have no obligation to issue statements confirming whether or not the item was received by me. Since I'm unable to produce this evidence, they TOOK my money, GAVE IT TO THE SELLER for an item that DID NOT HAVE A REAL TRACKING NUMBER and DID NOT ARRIVE.

By using the buyer's inability to obtain a statement from their post office on these matters and their inability to PROVE that they did not receive the item even when the item has a fake tracking number, it is clearly that AliExpress uses this common strategy to take your money even when one has not received the item.

I then filed a complaint against the seller and also mentioned the incompetence of the Case Team. I receive a response saying that I have not chosen the 'right category" to file this complaint and, as a result, the complaint was dismissed - so that's basically them denying downright that "it's not their problem" because it was not filed under the right category.

Their business practice and morals appear to be non-existent. Case team is heavily supportive of the seller (and not the buyer) if not completely conspiring with criminal sellers. Criminals and thugs are what I would call some of their sellers and their entire case team. I will NEVER EVER do business on AliExpress - just stick to major companies like Amazon because, although it may be more expensive, the company is reliable and will return your money if there were any problems. They are usually on the buyer's side.

Right now, I've contacted my VISA card company to dispute a refund of that amount. According to the agent, AliExpress will have to refund me back the money if they CANNOT PROVE that I did receive it. If any of you are having problems with a seller and/or case team, please just go directly to VISA and launch your dispute.

UPDATE on February 23rd 2016

Since my contact with VISA, they took down all the information and have tentatively returned the $74.55 back to me. I told them the whole situation of having approaching AliExpress numerous times and their Case Team has refused to return my money.

Visa approached AliExpress regarding this issue. Visa told me that, if AliExpress, is unable to prove I DID receive the item within 1-2 weeks (they won't since I actually never received it), then that return of $74.55 would be official. Since then, AliExpress has frozen the entire order as it is "under investigation".

As a former customer of AliExpress (emphasis FORMER), what bothered me most wasn't necessarily the corrupt seller because every site. Amazon, Ebay, etc all have bad sellers. It was the way their customer's service/management handled the situation making the customer go out of their way to provide unobtainable proof that the item wasn't received while already acknowledging the item has an invalid tracking number and the seller already acknowledging the item is lost and offered a refund (despite being a scammy refund).