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Launched in April 2010, AliExpress (www.aliexpress.com) is a leading global e-marketplace made up of small business sellers that offer a wide variety of consumer products with good value for money. It is dedicated to bringing unique products in more than 20 major product categories to its millions of registered buyers in more than 220 countries and regions.
AliExpress is a business within Alibaba Group.
For any customer service issues, please visit http://www.aliexpress.com/help/newContactUs.htm.
AliExpress Reviews Summary
The overall reputation of the company reflects significant customer dissatisfaction, primarily due to pervasive issues with order fulfillment, delayed deliveries, and inadequate customer service. Many customers report difficulties in receiving refunds and resolving disputes, often feeling ignored or misled by the company's support channels. Positive aspects, such as product variety and competitive pricing, are overshadowed by complaints regarding fraudulent sellers and the lack of buyer protection. This trend indicates a pressing need for the company to enhance its customer service protocols and ensure accountability among its sellers to rebuild trust with consumers.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
AliExpress, were you able to provide my bank's official certificate to your financial department? You should have processed my request if I provided this document, signed with the bank seal. As stipulated in it, my bank cannot find the ARN ********************* and the associated refund. Dated October 10,2025, 38 days after the incorrectly executed refund (on September 2,2025), the ARN does not exist! My September statement, also sent, confirms the absence of a refund. I provided all the supporting documents, and your customer service refuses to take them into account (have you looked at them yourself?). Your transaction was undeniably poorly executed, and I will tirelessly continue to claim what is owed to me by any means necessary until you have resolved my case. I will not let you steal my money! Please reissue the refund as soon as possible now.
I canceled several orders on September 2,2025. One of them (€280.34) was refunded the next day as expected. However, for another order (order number 3059978332255685) worth €40.51,18 days later, I still haven't received anything. My bank, Fortuneo, confirmed in writing that no refund of this amount has been received. Despite my follow-ups, AliExpress only provides automated responses and internal justifications that are impossible to verify. They refuse to accept the bank's proof and demand a paid document. I even requested a chargeback from my bank and filed an official complaint with Signal Conso, but they keep generating the same stereotypical response. I am very disappointed: their customer service is incompetent, and there is no real consideration of the issues. I strongly advise against purchasing from this platform if you expect reliable service in case of a dispute. For now, I consider my €40.51 stolen.
Seller: Richard International Trade Store I placed my order on September 14th and even used a €4 promo code. The delivery date was clearly stated as September 19–21. However, by the 19th there was still no tracking code. I contacted AliExpress support multiple times, but all I got was the same useless answer: "Please be patient." On the 20th, the seller finally provided a DHL tracking number, but the status was only "Sendung elektronisch angekündigt" — which means DHL only received the electronic info, but the package was not actually handed over. Only on the 21st was the package really given to DHL. At first, the delivery was supposed to be on the 25th, but then the seller suddenly postponed it to October 1st, 2025. Honestly, I'm not even sure if the package I received is really from this seller or just a trick to cover the delay. The seller did absolutely nothing to resolve the issue, except telling me to "be patient" again and again. I bought this product for fast delivery, but it was nothing but a frustrating and stressful experience. This was the last time I'll ever use AliExpress, and I definitely do NOT recommend it to anyone. The platform does nothing to hold irresponsible sellers accountable.
Dear Customer,
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced.
We would like to inform you that we are actively looking into the issue you reported. However, as the investigation is still ongoing, we have not yet reached a conclusion or sent you an update. Rest assured, once we have a solution or further information, we will notify you immediately via email. Please keep an eye on your inbox for our response.
If you have any additional questions or require further assistance in the meantime, please don’t hesitate to contact us.
Best regards,
AliExpress Customer Service Team
Absolute nightmare! An absolute nightmare with…
Having an absolute nightmare with AliExpress who refuse to accept that I have not received delivery, despite sending them screenshots of Evri's tracking and an email from Evri stating "Thank you for bearing with me whilst I had the depot conduct a search over the last 2 days. Unfortunately they have not been able to locate your parcel and as it has been 5 days I must advise you that it is potentially lost in our network." and "We will also liaise with them directly regarding this undelivered item. Once again I'm sorry for this delay and that we have not been able to locate your parcel." AliExpress's reply, "Sorry for keeping you waiting so long. Since the package has been wait for you to pick up and the document you provided can't support your claim. The evidence should be the official documents and be stamped and including information such as: tracking number, address, condition of the package, signature, etc. We are sorry to inform that your appeal request was rejected." Absolute joke! Have wasted hours, and hours, trying to get this resolved!
Dear Customer,
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced.
We would like to inform you that we are actively looking into the issue you reported. However, as the investigation is still ongoing, we have not yet reached a conclusion or sent you an update. Rest assured, once we have a solution or further information, we will notify you immediately via email. Please keep an eye on your inbox for our response.
If you have any additional questions or require further assistance in the meantime, please don’t hesitate to contact us.
Best regards,
AliExpress Customer Service Team
My recent experience with Aliexpress was frustrating. The so-called "buyer protection" looks good on paper, but in practice it didn't provide any real assistance. My order was delivered much later than expected, and when I reached out for support, the response was slow and not very helpful.
Tip for consumers:
Take the advertised delivery dates with caution — shipping seems to happen when it suits the seller, not you.
Dear valued customer,
We sincerely apologize for the inconvenience caused. We truly want to help you resolve the issue, but without specific order information, we are unable to accurately verify or locate your case.
If you are willing, you can edit your original post or provide us with the order number in your reply. We will carefully review your situation and do our best to assist you. The order number is crucial for identifying the issue and will allow us to serve you more efficiently.
Thank you for your understanding and cooperation!
Respectfully,
AliExpress Customer Service Team
The store is violating its own warranty policy. AliExpress warranty
Fast delivery and refunds in case of problems
Coupon code €1.00 for late delivery · Refund for damaged products · Refund for lost shipment · Refund for delivery longer than 40 days. It's been 47 days! The package has not arrived and the thieves at AliExpress do not want to give me my money back. Total scam. Never buy from Aliexpress, it turns out they are just scammers. They are destroying the positive image of the Chinese, who have always been a model of trade. After this experience with a dishonest seller and Aliexpress employees, I conclude that they are scammers and thieves. "No one is considering your case, it's AI and bots, they reject everything, they're just thieves."
Dear Customer.
Thank you for contacting us.
We have processed a reafund for your order, please see our email for details. We apologise for any inconvenience this may have caused you.
If you have any questions or need further assistance, please feel free to contact us by replying to the email. Thank you for your understanding and support!
Sincerely,
AliExpress Customer Service Team
Day: 5 Review update after 5 days with no resolution or response I am updating my review after receiving AliExpress's last response 5 days ago. They keep repeating the same request (asking me to provide Antutu battery test results), even though I have already explained multiple times that the issue is not about a "faulty battery test," but simply that the phone does not meet my expectations for battery life. The product is still within the 90 days free return period, which should allow me to return it if I am not satisfied — yet AliExpress refuses to process my return. I have provided every piece of proof they asked for, but instead of solving the issue, AliExpress has delayed and asked the same thing again and again. I have also refused compensation offers from the seller because I wanted to exercise my right to return, but now I am left without a solution. It has been weeks, and despite following all procedures, there is still no resolution. If AliExpress finally resolves this fairly, I am open to updating my review, but until then, I strongly warn others to be cautious Day: 1 I ordered a Vivo X200 Pro from AliExpress (Order **************) and received a defective device. I contacted customer service multiple times over several weeks, explaining the issue, but they only sent automated replies and refused to take responsibility. Now they are demanding a "return certificate," even though they never provided a return label or proper return instructions. Because of this, I cannot return the phone and have been denied a refund. This experience has wasted my time, caused frustration, and left me out of pocket. I do NOT recommend AliExpress to anyone.
Dear Customer,
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced.
We would like to inform you that we are actively looking into the issue you reported. However, as the investigation is still ongoing, we have not yet reached a conclusion or sent you an update. Rest assured, once we have a solution or further information, we will notify you immediately via email. Please keep an eye on your inbox for our response.
If you have any additional questions or require further assistance in the meantime, please don’t hesitate to contact us.
Best regards,
AliExpress Customer Service Team
I suggest no one ever order from this company! I tried to return two dresses way too big. I sent pictures of everything they asked and I am still out 262.00. They say the item was custom and i never sent measurements. I have tried every angle even with Paypal and they keep denying my refund. They have no reason except they just do not want to help. I am disgusted with this entire situation and will be reviewing them anywhere I can. ALIeXPRESS has wiped my account clean and no longer shows my orders! If i could give a zero rating i would
Dear Customer,
We’re sorry to hear that you had issues with your order.
I checked using the order number and found that your account has already been closed. If you need further assistance, please visit our Help Center where you can contact customer support directly.
Thank you for your cooperation.
Best regards,
AliExpress Customer Service Team
Всегда доставка в указанное время.
Пользуюс услугами много лет.
Отзыв по моим заказам - Всегда положительный.
Уважаемый клиент,
Спасибо, что нашли время поделиться с нами своим отзывом! Мы рады слышать, что вам понравилось делать покупки на AliExpress. Обеспечение отличного обслуживания наших клиентов всегда является нашим главным приоритетом, и нам очень приятно, что мы оправдали ваши ожидания.
Если мы можем сделать что-то еще, чтобы улучшить ваше впечатление от нашего сервиса, или если у вас есть какие-либо вопросы, не стесняйтесь обращаться к нам — наша команда всегда готова помочь!
Еще раз благодарим вас за выбор AliExpress. Надеемся вскоре снова обслужить вас!
С уважением,
Служба поддержки клиентов AliExpress
Акомулятор получил но неправильно есчо. Спасибо вам большое.
Уважаемый клиент,
Мы искренне приносим извинения за доставленные неудобства. Мы действительно хотим помочь вам решить эту проблему, но без конкретной информации о заказе мы не можем точно проверить или найти ваш случай.
Если Вы не против, Вы можете отредактировать свой первоначальный пост или указать номер заказа в своем ответе. Мы внимательно рассмотрим Вашу ситуацию и сделаем все возможное, чтобы помочь Вам. Номер заказа имеет решающее значение для выявления проблемы и позволит нам обслужить Вас более эффективно.
Благодарим Вас за понимание и сотрудничество!
С уважением,
Служба поддержки клиентов AliExpress
Important Warning
I hope it reaches millions. This site is merely using the money of millions of people. When I buy, after a week, the cancellation and refund process takes place. The problem is not in returning your money. Yes, you will get your money, but also in returning the money after a week. This means that your money is in the possession of the site for two weeks, and it invests your money and then returns it. You are talking about this process for millions of users. Imagine how many millions they have and invest it. The customer buys from the site, but after a week, the order is canceled with an excuse from them, such as the product not being available at the moment or any other excuse. After that, their money is returned after a week. We are talking about two weeks in the possession of this site for millions of people, meaning millions of dollars. Therefore, I ask you to be careful with this site and generalize this process that it carries out. I speak from experience. I buy from them constantly, and this is what happens. I am talking from a large experience, not just a one-time purchase. The last time, my money was withheld by them for three weeks. There is no comment. Why the delay? There is no shipping for the products in the first place. The products have not been shipped, so how can they be delivered? Please inform people and I hope there will be a ban on the site...
Dear Customer.
Thank you for contacting us. We apologise for your unpleasant shopping experience. Our agent sent you an email, please check it out. If you have any questions, please feel free to reply to us via email and we will respond as soon as possible.
Thank you for your understanding and support!
Sincerely.
AliExpress Customer Service Team
AliExpress collected my money, promised to ship my $212 item, produced a false FedEx label and supposedly delivered somewhere not to my address, transferred it to a quote seller quote who never sent my item, provided no customer service, and now has frozen my payment because I made a PayPal inquiry. This is thievery and fraud, do not purchase from AliExpress if you want actual items or customer service. They stole $212 from me.
Dear Customer,
Thank you for reaching out to us. We’re sorry to hear that you are experiencing issues. Please visit our Help Center where our support team will be happy to assist you further.
https://helpcenter.aliexpress.com/s/BuyerHelp?
Thank you for your understanding and cooperation.
Best regards,
AliExpress Customer Service Team
J'ai commandé un smartphone sur la boutique MI 1 Store via AliExpress (commande n°**************), expédié par Colissimo. Le colis est indiqué comme "livré" le 17 juillet 2025, mais je ne l'ai jamais reçu. J'ai entrepris toutes les démarches possibles auprès de La Poste et service client aliexpress Plusieurs réclamations Dépôt d'une plainte pour vol ou détournement
Attestation sur l'honneur de non réception de colis
Demande d'attestation officielle de non-réception (sans réponse) Malgré tout cela, AliExpress refuse de me rembourser ou de renvoyer l'article, au motif qu'il leur faut une attestation officielle de non-réception, que La Poste refuse de fournir puisque l'envoi a été fait sans remise contre signature. C'est là le vrai problème: le vendeur a choisi un mode de livraison sans signature, sans mon accord, D'après l'article L. 216-4 du Code de la consommation, c'est au vendeur d'assumer les risques liés au transport, pas au client. Malgré mes explications, AliExpress se défausse complètement et laisse l'acheteur se débrouiller seul, même face à un vol manifeste. Je déconseille fortement de passer commande sur AliExpress pour des produits de valeur, surtout lorsqu'ils sont envoyés sans signature. En cas de perte ou de vol, vous n'aurez aucune protection, même si vous prouvez votre bonne foi.
C'est une expérience très décevante, et injuste.
Cher client,
Nous nous excusons sincèrement une fois de plus pour le problème que vous avez rencontré. Comme vous n'avez pas fourni de preuves valables, nous ne pouvons pas poursuivre le traitement de votre demande. Si vous avez besoin d'une assistance supplémentaire ou si vous avez d'autres questions, n'hésitez pas à consulter notre centre d'aide à AliExpress.
https://helpcenter.aliexpress.com/s/BuyerHelp
Nous vous remercions de votre compréhension et de votre coopération.
Cordialement,
L'équipe du service clientèle d'AliExpress
I have tried numerous times to get an invoice without success.
I worked out the problem is probably that my account has my old email address on it which I have supposedly changed but I still cannot get this invoice as it says "Already Sent"
Dear Customer,
Thank you for bringing this to our attention. We have recently updated our system, and the option to download invoices is no longer available. Instead, we recommend downloading the Order Summary, which contains similar details about your purchase. You can find the Order Summary in your order details page.
If you have any other concerns or need further assistance, please contact our Help Center at https://helpcenter.aliexpress.com/s/BuyerHelp.
Thank you for your understanding and cooperation.
Best regards,
AliExpress Customer Service Team
I didn't received my order and got half refund. Next order was 1 week delivery time eu warehouse. I didn't received after 20 days. Im disappointed with Aliexpress. Temu is better.
Dear Customer,
We deeply regret the inconvenience you’ve faced due to not receiving your package. Rest assured, we have taken immediate steps to investigate the issue you raised. You can expect an email from us soon, and we will ensure this thread is kept updated with the latest developments. Please check your email regularly for our communication.
Thank you for your trust and cooperation.
Best regards,
AliExpress Customer Service Team
I bought a swimming pool for my son. The courier officially confirmed in writing that the package was STOLEN during delivery and took full responsibility.
Despite this, AliExpress keeps the status as "in transit" to avoid processing the refund. Their strategy is clear: Keep the tracking stuck at "in transit" even when there's proof of theft or loss. Redirect the "Open dispute" button to the open orders page, blocking you from filing a claim. Reply only with automated "please wait" messages until the buyer protection period expires. This is not a system glitch – it's a deliberate practice to hold money for undeliverable orders.
I have screenshots of the official tracking ("Package stolen") and of their platform refusing to let me open a dispute. Advice:
If you have a problem with AliExpress, save all evidence and file a claim directly with your bank or through the EU Online Dispute Resolution platform. Do not trust their so-called buyer protection to work.
Dear Customer,
We sincerely apologize for the inconvenience you’ve experienced regarding the non-receipt of your package. We have already initiated an investigation into this matter and will respond to you via email with updates. Additionally, we will keep this thread updated as progress unfolds. Please be sure to check your inbox regularly for our communication.
Thank you for your patience and cooperation.
Best regards,
AliExpress Customer Service Team
Their so-called 90-DAY FREE REFUND POLICY is MISLEADING. They advertise FREE RETURNS, but if your item ships from abroad (which is most of the cases), YOU PAY FOR THE RETURN SHIPPING—no matter the reason: WRONG SIZE, BROKEN ITEM, WRONG COLOR, etc. You will pay, unless it is a local shipment.
I discovered this firsthand when trying to return TWO ITEMS FROM THE SAME ORDER. I followed every step, paid for shipping from MEXICO TO CHINA, and even BEFORE THE PACKAGE ARRIVED, ALIEXPRESS CLOSED THE REFUND CASE, claiming the items didn't meet their QUALITY STANDARDS. Today is 12th Agust and the shipment was made 1s August. Using a national postal service!
There is one final step in the AliExpress refund process: you are allowed to start a claim.
Which I did. Then, through email, I submitted all required proof—TRACKING NUMBER, RECEIPT, and PHOTOS OF THE SHIPPING LABEL—but they still DENIED THE REFUND, saying the evidence wasn't ENOUGH.
This isn't just bad service—it's DELIBERATE DECEPTION.
AliExpress continues to promote "FREE RETURNS" while quietly CHANGING THE RULES. Their policies are AMBIGUOUS, INCONSISTENT, and designed to BLOCK REFUNDS.
BUY AT YOUR OWN RISK.
Even if you follow every instruction and return items in perfect condition, YOU'RE NOT GOING TO GET YOUR MONEY BACK.
AliExpress knows exactly what they're doing.
THIS IS NOT A MISTAKE. IT'S A BUSINESS MODEL. THEY ARE A SCAMING POEPLE ON A DAILY BASIS.
Dear customer,
Thanks for taking the time to bring this issue to our attention. Please accept our deepest apologies for any inconvenience you've faced. We have already sent you an email. We have reviewed your order and we have found that the return package is still on the way. Once the return is successfully delivered, please reply to the email we sent you and we will continue to process the order. At the same time, we recommend that you keep all photos or video evidence such as the return label for subsequent processing. Thank you for your patience and cooperation.
Sincerely,
AliExpress Customer Service Team
Dear AliExpress Customer Care, I am following up regarding my request for a refund of the €13 return shipping cost for order **************. When I reported that the item arrived defective, I was instructed by AliExpress to return it at my own expense, with the assurance that I would be compensated for the shipping cost once the return was completed. I complied fully, paid for the return, and provided proof of payment. However, despite your previous promise, I have now been informed that you will not refund the amount. This is unacceptable, as the product was faulty from the beginning, and I only paid the shipping cost because I was explicitly told I would be reimbursed. I request that you honor your commitment and process the refund of €13 without further delay. I have acted in good faith and followed all instructions given. Sincerely,
Jorge Ramos
Dear customer,
Thank you for reaching out to us. After reviewing your case, we noticed that you already have a dedicated customer service representative handling your issue. We have expedited a reminder to them to ensure your matter is resolved as quickly as possible.
Please kindly wait for a response from your dedicated customer service representative, who will be in touch with you soon.
Thank you for your patience and understanding. If you have any further questions, feel free to let us know.
Warm regards,
AliExpress Customer Service Team
Dear AliExpress Customer Care, I understand your standard return policy, but I kindly ask you to read my case carefully: I already paid €13 and shipped the item back (proof already provided). Customs blocked the shipment due to battery restrictions, and the package was returned to me. This is completely beyond my control, and I cannot resend the item, as customs prohibits it. You continue to request that I return the item, but I have already done so, and I was financially penalized despite following your procedures. I am now formally requesting an escalation of this case. Please review the attached documentation and propose a solution that acknowledges: The product is defective I followed all return procedures and paid for shipping The return failed due to customs regulations, not due to any action or fault on my part Please do not send another generic response.
If this issue is not resolved fairly, I will be forced to file formal complaints with the European Consumer Centre (ECC Portugal), the EU ODR Platform, and the Portuguese Consumer Rights Authorities. I sincerely hope it won't come to that. Best regards,
Jorge Ramos
Beware of AliExpress – no support with customs issues, no buyer protection
In April, I ordered an Orange Pi Plus (32 GB) together with a case. Only the case arrived – the Orange Pi was stopped by customs due to alleged restrictions.
I spent hours filling out forms and contacting the customs office, without any assistance from the seller. The shipment was returned.
I asked to return the case as well in order to get a full refund, but the seller refused, claiming "that part had arrived." When I pointed out that the main item was missing, there was no response.
Only after involving PayPal did the seller promise to resend the Orange Pi – but only if I paid an additional €60. The second shipment failed again at customs, with the exact same problem.
Now, I am being denied both the return of a package I never received and the refund of my payment – the entire process has been "frozen."
Conclusion: No support, no buyer protection, no solution – instead, extra costs and wasted time.
Dear valued customer,
We sincerely apologize for the inconvenience caused. We truly want to help you resolve the issue, but without specific order information, we are unable to accurately verify or locate your case.
If you are willing, you can edit your original post or provide us with the order number in your reply. We will carefully review your situation and do our best to assist you. The order number is crucial for identifying the issue and will allow us to serve you more efficiently.
Thank you for your understanding and cooperation!
Respectfully,
AliExpress Customer Service Team
Aliexpress is unreasonable and impractical. Here's why: My product was advertised as 2 items, but after months of trying, I only received 1 item.
The one item was installed. Aliexpress after many messages decided that I had to return the package. Returning it would require uninstalling, damaging the product, and incurring costs—this was not a viable solution for anyone (the item also recived some scratches because seller also said that it would fit). Seller Refusal to Cooperate: The seller refused to acknowledge his/her error or offer a partial refund for the missing item.
I requested from Aliexpress:
Partial refund for the missing item (50% of order value), OR
Seller ships the missing item at their expense. I woud not return the entire order because:
The seller's error caused this issue.
A full return penalizes me for their mistake. After months and despite Aliexpress contract with the parties, Aliexpress failed to follow thru with mediating and arrive to a fair solution for all.
Now, Aliexpress does not let me leave a review on the seller or Aliexpress itself, instead they continually send me the same silly message (seems like they want to tire me out), and the option to review the purchase is not available.
Dear Customer.
Thank you for contacting us. We apologise for your unpleasant shopping experience. Our agent sent you an email, please check it out. If you have any questions, please feel free to reply to us via email and we will respond as soon as possible.
Thank you for your understanding and support!
Sincerely.
AliExpress Customer Service Team
After along time that AliExpress, did not do anything to help me. I bought the missing parts again. So therefore, from now on, I do not want the manipulating seller to send me the missing parts anymore. The only option remains: REFUND WITHOUT RETURN. Thanks for your consideration.
Awaiting refund. ==============================
Timeline of dispute: Shipping & Delivery
Case ID: **************025-06-03 05:53
Finished
Sun Tracker Dual Axis Solar Tracker Controller Sun Automatic Tracking Controller System Two-degree-of-freedom Platform Tracking
Separate controller
X1
Processing
Agent has escalated your request
2025-08-05 08:13
You replied via email
2025-08-05 08:13
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The senior team has responded
2025-08-04 11:55
Update
Dear Customer, Thank you for contacting AliExpress Customer Care. We are committed to providing you with the support you need for your order **************.
We are sorry that we cannot support your request. In order to get a refund, you need to return the item first. Thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact us. Sincerely,
AliExpress Customer Care
www.aliexpress.com
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Agent has escalated your request
2025-08-02 14:28
You replied
2025-08-02 14:28
I am the disputing party and I demand refund without return
The senior team has responded
2025-08-01 12:00
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Agent has escalated your request
2025-07-31 15:10
You replied via email
2025-07-31 15:10
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The senior team has responded
2025-07-31 14:54
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You replied via email
2025-07-31 12:47
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Agent has escalated your request
2025-07-31 12:46
You replied via email
2025-07-31 12:46
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The senior team has responded
2025-07-30 13:12
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You replied
2025-07-30 10:38
Awaiting update from your side. I would like you to confirm with the seller regarding my request of either complete refund without retur or send us the missing items without any charges. The seller have not been responsive for the past week and I demand my rights to be delivered as a customer rights to be kept intact.
You replied
2025-07-29 15:06
I clearly requested that either a full refund since the seller has done manipulation or the seller sends me the missing parts.
Agent has escalated your request
2025-07-29 15:06
The senior team has responded
2025-07-29 13:37
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You replied via email
2025-07-28 22:14
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The senior team has responded
2025-07-27 05:47
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Agent has escalated your request
2025-07-26 18:39
You replied
2025-07-26 18:39
Dear AliExpress, Thank you for your response. However, your latest message completely ignores the core issue of this dispute. The seller misled buyers intentionally by: Using photos and descriptions that show and explain a full package (tracker, sensors, accessories). Pricing the product 3–4 times higher than competitors, which strongly implied a complete kit. Only in a tiny part of the image was it mentioned "controller only" — this is classic bait-and-switch behavior. No clear disclaimer was placed where it matters — in the title, primary photo, or product options. This is deliberate manipulation. The seller took payment for a full package, delivered only a part, and now ignores messages. In addition: The product is no longer in my possession. It was shipped directly to a client in another country. Returning it is impossible. Your return request is therefore not applicable, and stalling the case only protects the dishonest seller. I am not asking for a refund out of convenience. I am asking you to uphold the integrity of your platform. Your team can: Review the seller's listing, pricing, and photos. Compare it with other sellers offering similar products. You will clearly see this seller has exploited your system. At minimum, AliExpress should: Force the seller to ship the missing accessories and sensors, or Issue a full refund without requiring return. I hope this is the last time I need to explain this. I have provided evidence and reasoning. Please resolve this fairly. Sincerely, Mozafari
The senior team has responded
2025-07-25 12:23
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Agent has escalated your request
2025-07-25 11:00
You've initiated an online consultation
2025-07-25 10:53
Dear Customer,
Your dedicated customer service representative has already sent the solution to your email. Please check your inbox and review the details. If you have any questions or need further clarification, feel free to reply to the email to communicate with the customer service team.
We hope this helps you resolve the issue smoothly. Wishing you all the best in resolving this matter!
Best regards,
AliExpress Customer Service Team
I ordered a solar tracker controller (Order #1113420853794590) from AliExpress, and it arrived incomplete — missing key accessories like sensors. The seller never responded to my messages. I opened a dispute in good faith, but instead of solving the problem, AliExpress demanded that I return the item from Dubai, even though it was already shipped to my client in Iran. They are asking me to spend more money to fix a mistake they or the seller made. Support was completely unhelpful, repeating the same scripted answers, ignoring all my clear evidence. Now I've lost money, time, and my credibility with my client — all because of a defective order and poor customer protection. If you're a serious buyer or a reseller, AliExpress does not protect you. Be careful. I will never trust this platform again.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Cher client,
Nous vous remercions de nous avoir contactés. Nous apprécions vraiment vos commentaires et nous nous engageons à résoudre vos problèmes. Nous avons déjà répondu à votre plainte, mais il semble qu'il y ait un nouveau point de désaccord. Par conséquent, nous avons réévalué votre dossier afin de nous assurer que tous les aspects ont été examinés en profondeur.
Nous continuerons à communiquer avec vous par courrier électronique. N'hésitez donc pas à nous contacter pour toute mise à jour ou clarification supplémentaire.
Nous vous remercions de votre patience et de votre coopération tout au long de ce processus.
Cordialement,
L'équipe du service clientèle d'AliExpress