I had used this app after I stopped using ALIBABA EXPRESS for non delivery of item. In the past 5 years using DHG my experiences have varied but overall the items would arrive within a month or so but I would only purchase small cheap items (socks, underwear) items which were under £10.

Recently I brought an item from a seller and paid £50 which is the most I have ever spent on the platform and the trouble the seller and customer service made me go through, it was not worth it. Order number *******188.

I brought a pair of football boots, the seller sent a trouser belt instead! After complaining and contacting the seller and trying to mediate with DHG they went in favour of the seller. Reason being the tracking number was different on the package I received compared to what the seller had (I had only brought one item so another package coming from China containing a belt that I had not brought or paid for was baffling) so who sent it? Was it a gift? It doesn't really take genius to work it out! The seller I used to buy the football boots had sent the belt (not sure how their supply chain works but something went wrong or it may have been deliberate) but DHG in their wisdom didn't do anything. It could be done to their lack of grasping English or just plain old common sense. But they continued to send polite and unhelpful emails when a refund or sending the item would have been the correct thing to do.

After checking the sellers profile I noticed there had been instances of buyers receiving wallets, ties etc instead of footwear and all the complaints were handled in the same manner. I assume there is some sort of way around breaching the safeguards (don't ask me how) on the packages being sent with one barcode and items arriving with a different barcode as I assume the sellers use a chain of suppliers. But they can get around fooling DHG and any of its safeguards for customers. I raised this with the customer service team but they sent the same bland response asking me to contact the seller who scammed me in the first place. The seller barely communicated with me when his funds were being withheld by DHG once they had been paid they were not going to respond to any of messages.

They will just get you to contact the customer service and send a link, looking at all the reviews so far they send that generic link get you to speak to someone and then ask you contact the seller to put money on to give it back... Which isn't happening, DHG have zero accountability and do will make you go through a circle of processes until you end up in the same spot you started!

I would stay clear of of DHG of this reason as there is some method of being able to fraud the system, but and if you are going to buy on the platform buy inexpensive items with the caveat that you may NEVER SEE THE ITEM OR YOUR MONEY! If you can take that risk then be my guest, there are other platforms out there to use or alternatively stick with those tried, trusted and customer focused platforms instead.

Also as a footnote DO NOT SHOP AT CHINA_SPORTS_STORE these guys are the most prevalent in this scam. I do not know how they have done it but wow they have! I just wish I could share some of the screenshots of the conversations and complete disregard/ contempt for the customer.

Do not use this company they dont respond they cancel orders they sent me an empty box and didnt refund or investigate, DONT USE TRUST ME

I tracked it up until yesterday. Order number *******522 tracking number *********************

On 6/9 it's states out for delivery at 10:00 then at 9:00 the THE FLIGHT HAS ARRIVED AND THE BOARD IS BEING DISMANTLED. Seems to me this information is just being put in the system to look as though they are delivering your items. Then last night about 10 pm up pops DELIVERED with the date 6/9/23. Well that's strange because you just updated to delivered 6 days later. Ask in chat about this and your response was it was delivered ask your post office….I will definitely be going to the post office today because your tracking system is a shambles. Another thing my mail is delivered in the evening never ever morning. So I know it was NEVER delivered. Cannot get the refund button to prompt a way to refund.

My son ordered from here had he asked me I would not have let him ordered from here. Website looks suspicious.

I'll update later

I got prompt replies from DHgate and the seller as follows: they offered to refund USD0.01 to me, and asked me to get another style of item that I don't want as replacement. Dear readers and shoppers, what do you think about it? I feel extremely frustrated and humiliated! They were so GENEROUS trying to please me, but I won't give up to ask for my full refund and tell the whole story. Will update more upon receipt of their new replies.

Sorry, boss, we have asked the logistics company for you, the logistics company told us that your package was lost on the way, we are very sorry, we can re-deliver for you, but the style you ordered before is not in stock now, can you change a style? We can deliver the goods again for you. Now we have changed to a logistics company that we cooperate with. We can receive the goods about the earliest day after delivery.

Reply from DHgate
14 hours ago
Hi Pat Wong,

Good day!

I'm saddened that you did not receive your order *******865 and you were not able to open a dispute. Upon checking, your order arrived in the wrong country on 2023-04-08. Since there is no current update for its location beyond the committed arrival time, I filed the dispute on your behalf to help you in getting your refund. Once the dispute is opened, your seller is given 5 days to respond and sort things out with you. If the seller declines your proposal within 5 days, you can request mediation on the 6th day. If the seller fails to respond to your dispute proposal within 5 days, the system will process your refund automatically on the 6th day from the time that the dispute is filed.

You can also contact our customer service directly with more details like the order number, or your account information through this link:

https://www.dhgate.com/contact/contactus.html?act=oldpageload&dspm=pcen.help.services.1.CTQ3qQhfF5UfKqU88Xen&resource_id=#pu1812_helptop-contactUs

Regards,
Mich
Customer Service Center
DHgate.com

Dear buyer patwong1,
Regarding your dispute order *******865, the seller has proposed a new solution as follow:
Seller's Proposal: Refund only
Refund Amount:USD 0.01
Refund Item：SEMBO City Street View Retro Hong Kong Food Store Figures Building Blocks Creator Expert House Lighting Bricks Architecture Toys Q0624 0
Reason: Item not received-Package was sent to a wrong address
Shipping fee paid by: Seller

Please make a quick response by clicking "I agree" or "Disagree". And also you may continue to message seller to reach a new proposal. If you are not able to reach agreement with the seller, you can "Request DHgate Mediation" for arbitration for arbitration after. If your issue has been solved aleady, you may close the case by clicking "Cancel Dispute"
This is an automatic email sent by system, please do not reply this e-mail.
Regards
DHgate.com

I have purchased many items from the Gate and over all I am happy, go into knowing that it's 'dupes' mostly. In any case most of our items come from the same factory probably. You can find some bargains and you can find some seller of course who are less honest. Got 40 orders and 1 that pretended to deliver at 08:31 to France when my postman, personal friend delivers after 10:30. Never before their biscuits and coffee. I might have believed if I did not know the team in the local area. Such is life one seller cannot justify a bad review. Thankfully I am out 100USD, I am disputing just in case and await but doubt I will see any money.

Incidentally if he /she just asked me me for the money I nicely I would have given them for charity. Annoying thing was it was my daughter's friends gift.

EDIT: somehow system jumped to me accepting 0.01 USD refund, immediately contacted customer services to ask them to raise a ticket. Will keep you all posted. EDIT2: having chatted with a person the second line support said it was too late and the dispute was over. EDIT 3 undeterred and finding it all quite amusing, I followed up with the post office both written and in person. I live In a small town so we all know each other, some of the post staff play in the local football team. After an investigation seemed the parcel tracking number was attached to another package which was genuinely delivered elsewhere in the town at the same time. I must say I am impressed at the lengths some will go for 100 euros. Call them out, stay clear of NIKE_BRAND_SPORTS or something similar. Well store hopefully has a happy ending as I bought the shoes again, from another store on the Gate, I trust this time they arrive. Benefit of hindsight I should have used this trusted store for the order in the past as they had delivered, thing is I had trouble with the search function, now I get the way it works I am able to see all the products of my TRUSTED retailers.

EDIT 4: please ignore the DHgate response below, as I contacted the customer services with my new evidence and was also told to wait 48hrs. Crickets, basically the scam store is open and I heard nothing, but like I say I hope still to get the shoes and if I can help save others from potential shady sellers, all good.

I placed an order the beginning of December for over $1250cad and then the seller did nothing but lie they lied to dhgate about shipping it out and then 2 weeks after they told dhgate that it had shipped i messaged to find put approximate delivery time because there was no shipping info and I find out that the seller hadn't shipped it saying something about product quantity issues and asked if i would be ok with another design also instead of only what i had ordered i said yes and I said I just eanted it sent out asap, a few days later they said they had made another change and then they said they had shipped it out but still couldn't give me any tracking info at all so another week passed and I opened a dispute due to no tracking info and everything was just so shady with the seller. Well customer service did nothing and told me i would have to wait until February 1st to get a review and refund well that date came and gone with nothing no review nothing at all but then i was told to wait until February 25th which was the end of the shipping estimate and then I would be getting my money back if there was no tracking info updates or delivery and so then i wait, but then February 25th I finally received an email and it said i was going to be getting a full refund and i shoyld have the money in my account within 3-5 days but then on February 27th I received another email saying that they got a hold of the seller and the seller said its still in its way and now im back to being ignored and still there hasnt been any tracking info for me to see or anything! All I've gotten has been generic the responses telling me to wait until an update but the update never comes I'm just being ignored and nobody will do anything to help me, I wish i had never escalated the dispute because the computer system would have given me my money back by now but thesr people are just dishonest and don't follow the policies that DHgate claims to go by. This is complete bs and i never would have thought that DHgate would be so dishonest and unprofessional but they are and now i wish i had just ordered from AliExpress because I did place an order from them for the same product just different design and quantity and AliExpress was able to get it all the way from china to my mailbox in 21 days and they even showed shipping info every step if the way! I hope people avoid DHgate at all costs they are thieves and unprofessional and dishonest and they have the worst customer support ever!

Original review:
Ordered a figurine from them. Package was not trackable so i tried to reach them: they never replied to my many messages. Finally the figurine arrived missing an arm! I contacted them for replacement or refund: they never replied! This company is a scam all the way! Stay away at all cost.

Tip for consumers:
Customer service is inexistent! Very poor experience all together.

Products used:
Figurine

Service
Value
Shipping
Returns
Quality
Show more
Comment
Thank you
Helpful (2)____________________________________________________________________
Support
DHgate C. – DHgate Rep
5/26/22
Dear Jean Claude D.,

Good day and thank you for contacting DHgate Customer Service. I'm sorry to hear that you received damaged item. Please provide us your order number or tracking number. That way, we can check the status of your order and we can provide the correct resolution to your concern. You may also contact our live chat support for real time assistance in this link: https://www.dhgate.com/contact/contactus.html?act=oldpageload&dspm=pcen.help.services.1.BJrOgLhPlAD8l2RHcV79&resource_id=#pu1812_helptop-contactUs

We appreciate your patience and cooperation.

Best Regards,

Mich
DHgate Customer Service
DHgate.com
----------------------------------------------------------------------------------------
1 June 2022:
I went to the indicated link and provided the information.
Order number: *******345
DHgate has ignored my message AGAIN!
This must be the worst online place on the web.

I have to question this sites amount of stars. Look at how many 1 star reviews there are below.

Total scam. Just look at the reviews below. I ordered a product late at night in a rush to get something in for my business, and it was on sale. After ordering, I realized the seller didn't have certain test data posted that I would need as a business in canada to resell the product (vape carts we would sell filled here, that need test info on lead and heavy metal levels). So I sent an email to them through DHgate. China at that time was during the daytime, and the seller didn't reply. So next day I reached out to DHgate and asked to cancel the order. This isn't automated like Amazon or any other online website where it just cancels it, you need to 'request' it. They didn't respond. I emailed through their cancellation area 2 more times ( a total of 3 times), and then the day after that (this was over 3 days) received notice the item had shipped! Not once did DHgate respond to me. I then went and opened a chargeback with Visa. When the package arrived here by UPS, I refused it. Only at that time, within hours of the refusal, did DHgate all of a sudden reach out to me (note here not the seller. I'm assuming for many items they are one and the same) asking why I refused the shipment. I explained everything to them, including their lack of response to 3 emails asking to cancel, and they replied that I needed to accept the shipment to make the claim LOL! If I did that I would be out GST, broker fees. Etc UPS's usual extortion fees. I would also be liable for the cost to ship the stuff back. I wasn't going to eat any of these costs when this should have simply never left China, and was 100% DHgates fault. After that, I tried probably 10 times to resolve this with DHgate through an open ticket (I use this term loosely. There is no actual ticket opened, just an email thread/conversation) via email. As others state below, they tell you to go to pages that don't exist, click a button that doesn't exist. Talk to the seller who never replies, and then after all that tell you in the same long email thread to talk to customer service, when that was who I was talking to through the cancellation channel, again telling you to click on buttons that don't exist. The intent here is CLEARLY to just wear the buyer down until they give up, and DHgate (not the seller) keeps the cash. If you are thinking of buying from here, think again. Check the main page of the website and click on 'cancellation', 'disputes', or any of those feel good buttons on the left side. They will give you info that looks like you can do something, but no actual path to do so. I challenge you to find something. Stay away from this company. Their claims of escrow and buyer safety mean nothing, and you will not be able to recoup the funds if you get scammed.

NOTE TO CONSUMERS: Beware HENCEFORTH of DHGarbage!

DHgarbage In 4 words
1. Fake tracking numbers.
2. Bunch of random crooks, otherwise named Middlemen
3. No MoneyBack_guarantee_Policy [ DHpay will deliver missing refund order references!]
4. No PAYPAL payment option to secure international consumers transactions.

My issue gets back to 2020-02-16 at 03:07:03 following DHgate system, the date during which i placed the order Number ********* successfully as can be asserted by the DH payment gateway named DHpay.

Unfortunately my order hadn't been delivered and will never be, because the would-be "said" seller was just another scammer who disappeared as by chance that the system started displaying this sarcastic famous NTOICE "Sorry, the page does not exist" ( just after i reported his store 3 months later -2020-05-11 12:30:42- to the suspicious DHgate support team) as if everything had expressly been arranged to rip customers' money off and then go off!
Now, the refund references I got toooo laaate rom these damn DHpay / DHgate or rather say DHgARBAGE! Are………. Deliberately MISSING as it was confirmed to me by my local bank branch stuff, that instead of the standard 22-digits a transaction has to include, they provided just 20 numbers, making it so clearly impossible for this any international transfer through bank account or via debit/credit card to get successfully executed!
The question now, is that why DHgarbage behaved likewise, they have to clear out the community doubts as to their integrity and effective laws.

ALERT: I DO NOT RECOMMAND THE COMMUNITY TO USE THIS UNDERATED DHg…arbage!

Site built by scammers for scammers. Game recognize game as they say. You know how most shopping sites protect buyers? Well at DHgate, they go out of their way to protect bad/fraudulent sellers.

This site is a joke. About 1/3 of orders have problems - off-sizing, wrong patterns, and off-colors are common. Sellers' attitude is 'close enough', size L works for size M or XL. Red is close to orange or pink, and brown/tan is same as gold. Many listing photos are of genuine products but fakes are sent so photos are meaningless. Reviews are useless as sellers recycle positive reviews from past products by switching descriptions/photos and use multiple accounts so they 'burn' accounts with bad reviews. You can buy the same product twice from same seller and get two different products/sizes. It's like buying from fly-by-night street peddlers online.

Sellers standard response is to ignore you. They figure if you give up they keep your money and DHgate will never be notified. Half the time DHgate go along with this scam by siding with fraudulent sellers anyway.

This is DHgate's 'process' for various issues:
Got scammed? Don't worry DHgate here to help! Please contact the seller about getting scammed.
Seller ignoring you? Please contact the seller about ignoring you.
Seller won't refund? Please contact the seller and ask for refund (lol).
Seller went out of business and never shipped product? Please contact out of business seller about not shipping the product.
See DHgate so nice! We help you by asking buyer to contact seller!

Yes, every response is 'please contact the seller', even if you've exhausted weeks trying to contact seller. They 'help' you by telling you to deal with the seller directly yourself. Some help.

Customer service experience with a deadbeat seller:
1). DHgate ask you to contact seller (again), and wait a couple days.
2). Then DHgate ask you to file a refund, and wait a couple days.
3). Then DHgate claims since you have a refund request open they can't help, so you have to wait for seller to ignore request.
4). Then DHgate claims you have to cancel the refund request first. So you cancel, and wait for them to take action.
5). Then DHgate claims it's not beyond the 6 weeks shipping window yet, so you have to wait until that passes.
6). Then after shipping window passed, since you opened a refund request, the seller gets 3 more weeks to not ship the product (not mentioned before).
7). Then they blame you for canceling the refund request so you have to wait some more.

By now it's been 2 months with no action taken on the order by seller nor DHgate. Their process is to procrastinate, deflect, and wear you down so you give up on order.

Think dispute process protect you? The dispute process is for show and designed to trip up buyers. Sellers get 5+ days to ignore DHgate (after already ignoring you for weeks), but if buyers don't reply to a surprise middle of the night message sent in a separate part of the website within 24 hours, sellers win automatically (what they call a 'fair solution'). Yes, sellers get days/weeks to ignore buyers, but buyers have to respond IMMEDIATELY or else the case is closed, even for outright fraud. And this requirement/deadline is only disclosed in the surprise message. This is why so many disputes get closed randomly.

Oh you manage to beat their system and responded in time? They'll 'incorrect evidence submitted' fail you. You can only dispute ONE issue by with 4 photos only (AFTER you've ALREADY submitted 1MB photos to open the dispute) via Flash which doesn't work on many browsers. Multiple problems with multiple items? Too bad, pick one. You're not allowed to describe the problems (there's no form). The mediator, unfamiliar with the product, will not understand the problems (try telling a story via 4 photos to non-native English speaker) and close dispute for seller for 'incorrect evidence'.

Oh you manage to overcome those tricky steps? DHgate will pull their trump card - they'll accept 'for you', even if you refuse, a ridiculous resolution offer of a fraction of what you paid 'to save you trouble'.

Example of actual DHgate dispute:
Seller sent shirts with crooked patterns. Photo evidence submitted. Seller responded with photos of genuine shirt (not the cheap quality sent) and irrelevant shipping label with no explanations. DHgate decided you were disputing size instead (wtf?) so 'correct evidence' was not submitted and closed case for seller. Once they close a case DHgate will ignore you just like sellers. There no 'appeal' even when DHgate makes a dispute judgement error.

Arbitration example 2: Seller sent shirt two sizes off. Requested $19.97 full refund. Seller offered $14.70. DHgate arbitrated and decided a $9.70 refund (less than what seller offered) is sufficient compensation for useless shirt and waste of time and accepted refund for you.

Arbitration example 3: DHgate's offer to return defective products for full refund is accepted. Then they renege and 'advise' you not to pick that option (even though they offered it) and accept a low-ball partial refund instead. Even though you declined the partial refund, because you did not reply immediately to their middle of the night email they 'accept' the low-ball partial refund for you ("to save you trouble") and ignored all further messages. Seller gets half your money for junk goods.

You think dispute process is to protect you? Silly buyer, dispute process is just a 'show trial' to to protect sellers!

And beware if sellers offer partial 'refunds' – they'll 'refund' you in coupons to buy defective products again. They'll also trick you into closing the transaction by clicking 'Item Received' before refund. This release funds to seller and finalize transaction so you have no recourse if they won't refund. Don't do it.

Use at your own peril. You're not getting your money back unless you're willing to fight sellers and DHgate's dismissive customer service over and over (and over). They will tell you whatever to get you off the line/messaging as soon as possible. Twice was told case was escalated & DHgate contacted seller but agents found no escalations or DHgate contacts later.

Just file a dispute with your credit card company - you'll save lots of time, frustration and stress and maybe they'll wake up and fix their joke of a dispute process.

You have to be crazy to buy expensive goods on this site.

Edited: lol so their customer service messaged me for the deadbeat order # above. To investigate seller? To help escalate the matter for refund? No, they asked me to... contact the seller! What a brilliant idea - contact seller that's been ignoring messages for weeks! Perfect example of how they handle issues, run buyer around in circles until buyer gives up.