Alibaba Customer Service Issues

Dear Sirs, I would like to address the issue outlined in your dialogue box as follows: we eagerly await your solution to the problem you promised to fix. Despite not making any purchases on Alibaba.com, I am willing to submit my List if permitted by Alibaba, requesting [redacted] price quotations for the machine tools listed. I intend to promptly provide these quotations to the trial court in Manila, currently facilitating negotiations between my bank and me. I will keep your office informed of the bank's decision - whether they agree or not. In the event of disagreement, the case may escalate to the Supreme Court. Your assistance in this matter is greatly appreciated. Thank you once again. Sincerely, Douglas F. Anama

The seller originally accepted my payment and we initiated a trade and shipping agreement. Later, the seller demanded an additional $[redacted] to ship the merchandise. After facing challenges with customer support, I reluctantly agreed to pay an extra $63 just to resolve the issue. When I tried to change the shipping method from sea to air, the seller suggested canceling the order for a new one, but this has now been dragging on for two months. I reported a violation due to the seller not shipping on time, but the seller is now refusing a refund unless I change my reason. The seller has been unprofessional and has delayed my refund, even resorting to insulting language. I am disappointed with the lack of support from the customer service team. I need assistance to resolve this disrespectful and potentially fraudulent behavior regarding extra payments and holding my purchase and funds.

Good afternoon, I recently made a purchase and the supplier provided me with specific conditions and costs via message, including the FOB fee, the cost of a Sanitary certificate, and a 7 to 10-day shipping timeframe. However, the order confirmation states a 40-day shipping period. I paid half of the amount since the supplier couldn't confirm all items were in stock, with the balance contingent on finalizing the order. On Friday, the supplier informed me of the total cost of the products and certificate, with the FOB difference remaining. It has been 13 days since my payment, yet I still do not have a shipping date, and the supplier has altered the FOB and Certificate charges, prompting me to consider canceling the purchase. The original shipment date was meant to be Thursday, May 19th. I made the payment using a credit card. Thank you in advance, Claudia

Good afternoon, I recently made a purchase, and during my conversation with the supplier, they provided me with certain conditions and associated costs, such as the FOB fee, the value of the Sanitary certificate, and mentioned a shipment period of 7 to 10 days. However, the order form indicates a 40-day shipping period instead. I made a partial payment due to uncertainty about product availability, with the understanding that I would pay the balance once the supplier confirmed the complete order. On Friday, the supplier informed me of the cost of the products and certificate, but there is still a pending difference for the FOB fee. Despite making a payment on May 18th, 13 days have passed without a confirmed shipment date, and the supplier has since modified the charges for FOB and the certificate. I am now looking into how I can cancel the purchase, especially since the shipment was supposed to take place on Thursday, May 19th. Regards, Claudia

Order: [redacted][redacted]6 I am experiencing an issue with a seller on Alibaba. After I completed the payment, the seller is requesting more money and threatening not to ship my item if I don't comply. This goes against our initial agreement on the price, shipping, and condition of the offer. It seems like a breach of contract. I believe Alibaba should intervene in such cases and ensure sellers fulfill their commitments without arbitrarily increasing prices after payment. On other platforms, sellers face consequences for such actions, and I hope Alibaba will address this promptly. I am open to discussing the matter with the seller to reach a resolution. It would be beneficial if Alibaba provided an option to file a complaint directly rather than just being able to apply for a refund.

Hello, my name is Jeff Brill. I recently placed my first order on Alibaba with a company called Shenzhen Jiu Jiu Yi Trade Co. I worked with a sales agent named Viki Xue. After showing the purchased watches to my brother, he decided he didn't want the 25 watches I bought from this company. I contacted Viki the next day to cancel the order, requesting a total refund and cancellation. She mentioned she couldn't cancel it and asked me to agree to modify the order, promising a refund and canceled shipment. However, when I agreed, she stated she couldn't stop the shipment, pushing me to cancel the order from my end. I just want a total refund and the shipment to be canceled. Your prompt assistance in resolving this issue would be highly appreciated. Thank you.

Order Number: [redacted][redacted]5 In early December [redacted], I purchased a PCR machine from Drawell Scientific. However, when I received the machine, it was not the one I ordered. I requested a refund through Alibaba's trade assurance as per our agreement. The supplier arranged for FedEx to collect the machine, but there was an issue with the collection process in Mozambique. Even though I provided Alibaba with evidence of the collection, they closed the case and released the funds to the supplier without my input. Now I am left without the machine and without a refund. I am seeking advice on how to recover my funds.

In early December [redacted], I ordered and paid for a PCR machine as per the quote I received from Drawell Scientific. However, upon receiving the machine, it was not the one I had agreed to purchase. I sought a refund through Alibaba using the trade assurance service. The supplier arranged for FedEx to collect the machine, but there were issues with the tracking information in Mozambique. Despite providing Alibaba with email and photographic evidence of the collection, the supplier claimed the goods were not picked up, leading to Alibaba closing the case and releasing the funds to the supplier. I am now left without the machine and without a refund. I am seeking advice on alternative ways to recover my money.

Hello, I'm Anna and I need assistance with a refund regarding a lost package from the seller "Vanalisa Official store" (Tracking number AG[redacted]45CN - Package Loss). I opened a dispute requesting the items to be resent, but the seller did not take any action. However, the dispute was closed without a refund. On 24th May [redacted], the shipping company sent an email confirming the package was lost and that the seller is responsible for issuing a refund. I have the email as proof. I have tried to reach out to the seller without success. The total cost of the package is $34. Please help me recover my funds.

I reached out to HENAN GAOJIN MEDICAL DEVICES TRADING CO., LTD through their website, and we finalized a $4,[redacted].00 USD deal. Following this, the transfer was made to account [redacted][redacted] on May 20. The next day, Mr. JACK from the company contacted me via email, explaining that the funds were held by the monetary authorities in SINGAPORE. He requested a beneficiary name change to proceed with the order. My bank, however, advised against the beneficiary change. Subsequently, as the beneficiary name could not be altered, Mr. JACK declined to send the order. After no updates on the order, I asked my bank to refund the $4,[redacted].00 USD back to my account. On June 13, my bank informed me that they were unable to return the funds without authorization from HENAN GAOJIN MEDICAL DEVICES TRADING CO., LTD. I am seeking assistance in recovering the $4,[redacted].00 USD and associated expenses. Best regards, A. M. Martinez

Hola, buenos días. Mi nombre es Rafael Muñoz, mi identificación es es[redacted]mlng. He estado intentando presentar una reclamación y queja contra la empresa "Hebei Haoli Jia Plastic Products Co., Ltd." por engaño y estafa. Sin embargo, al pedirme el nombre del "demandado", el sistema indica que dicha compañía no existe. Esta empresa es un proveedor verificado y de oro en Alibaba. Estoy confundido sobre cómo proceder y no he encontrado otra forma de contactarlos que no sea este correo. Para resumir, acordamos la compra de [redacted] cajas de guantes de nitrilo negro, incluyendo el costo de la mercancía y los portes hasta el puerto de Santa Cruz de Tenerife. Después de enviar la mercancía a Barcelona, me solicitan casi el doble de lo acordado para trasladarla a Tenerife. Les expliqué que todo estaba pagado hasta Tenerife y que solo pagaré los costos correspondientes allí. Me dijeron que no era así y que era lo acordado con la compañía. Ahora están rehusando a devolverme el dinero y sugieren que deje perder la mercancía. La situación me parece injusta y deshonesta. Si decido traer la mercancía por mi cuenta, mis costos se triplicarán, lo cual dificultará la venta de los guantes, y si decido perderlos, perderé casi [redacted] euros. Intenté trabajar con ellos a través de su plataforma, pero me indicaron que solo trabajan con T/T y no desde Alibaba, lo cual me sorprendió ya que son proveedores verificados y de oro. Parece que en esta situación, el más débil resulta perjudicado, a pesar de haber confiado en ellos. Si este medio no resulta efectivo, agradecería que me indiquen a quién dirigirme o si debo contactar directamente con mis abogados. Gracias.

I am having issues disputing a purchase of phones due to malfunctions. I have been unable to upload a video showcasing the problems as instructed by the seller. Despite their claim that the issues might be due to misuse, I firmly believe the phones are faulty. To begin with, the phones do not charge at all, rendering them inoperable. The touch screen is unresponsive, requiring multiple attempts to unlock or perform basic functions. Additionally, the camera produces blurry and out-of-focus images, with delays in capturing or deleting photos. These problems are significant as they hinder the fundamental use of the phones. I refrained from inserting SIM cards given the issues with charging and touch screen functionality. The seller's suggestion to reset the phones and read the instructions does not address these core problems. I fear the durability of the phones if they are already malfunctioning. The expectation of any consumer is to receive a working product without defects. It is concerning that merely turning on the phones and attempting to use them led to system crashes. This experience hints at a pattern of selling defective phones by this vendor.

Buenas tardes, me gustaría expresar mi más sincera queja por el trato que recibí. Como presidente de una empresa, no puedo aceptar la respuesta que dieron a mi hija. Le solicitó un reloj y cuando llegó, no funcionaba. Al contactarles por correo, solicitaron un vídeo. Adjunto el vídeo del reloj que tienen en su posesión, ya que no cargaba. Su respuesta, un tanto nefasta, fue que el reloj funcionaba al salir de su empresa. Aunque puedo creer que funcionaba, no se puede descartar que en el trayecto pudiera haber sufrido un golpe o daño, situación que ustedes no pueden asegurar. Mi hija simplemente les preguntó cómo proceder para devolverlo y solicitar uno nuevo, a lo que no recibió respuesta. Por tanto, me veo obligado a hacer público este inconveniente en redes sociales. Recuerden que gracias a los clientes, las empresas existen. Espero una pronta respuesta a este correo ([redacted]) para facilitarles cualquier documentación necesaria. No se trata del valor del dinero, sino del valor de un trato deficiente. Gracias.

Order Number: [redacted][redacted] Refund Issue: [redacted][redacted] Hello, I am inquiring about the status of my refund. It has been some time since I returned the item, and I am yet to receive any notification from you regarding the reimbursement for shipping and customs fees amounting to €77.55. I am unsure of the process for reimbursement and was advised that I could receive purchase coupons instead. I have not yet received them along with the refund for the item. Your prompt attention to this matter would be greatly appreciated, as the 30-day deadline I was given has already passed since I returned the goods on May 9, [redacted]. I received the refund for Order Number [redacted][redacted] but have not heard back regarding the reimbursement for the postage and customs fees for both items. I am hoping for a swift resolution and clarity on the refund process. Thank you.

Hi, I recently purchased an Optimus Prime Robot {LEGO} from IADWD store, order number [redacted][redacted]. Unfortunately, upon receiving the order and attempting to assemble it, I have noticed that the blocks are of poor quality. The model does not transform correctly, as pieces keep falling off and it falls apart easily. I have tried contacting the store and even sent photos, but have not received a satisfactory resolution. I am seeking a refund of £50.52 since the item is not usable due to missing pieces and breakage. This is my first negative experience with brick sets from China, as I have been a regular Ali Express customer for about four years. Your assistance in this matter is greatly appreciated. Thank you, Brian Richards.

To whomever it may concern, We are frequent purchasers of goods from China. Recently, we entered into an agreement with a Chinese company for the supply of aluminum plates. The company agreed to the contract terms and provided us with a proforma invoice for the initial payment. We transferred 30% of the contract value to the supplier's account. However, the supplier has not delivered the goods by the contract due date, despite our repeated emails to which they have not responded. We have requested a refund of the deposited amount, but they have not provided a positive response with a specific date and time. The amount paid was USDxxxx.00. Therefore, I kindly ask for your assistance in guiding me on how to address this issue. If you can offer any help or direct me to the appropriate authorities in China, it would be greatly appreciated. We are prepared to provide additional documents and evidence upon your request. Supplier details: Shandong Lufa Import And Export Co., Ltd. Zone [redacted], Zone A, Huitong Logistics Park, Liaocheng, Shandong, China www.sdlufa.en.alibaba.com

Hello, I am reaching out to you because I am having trouble with returning an item. I have contacted the seller several times regarding issues with the return address. I attempted to drop off the package at a DHL store but was unable to do so. I was informed that I need to process the return online, but I am unsure of how to input the address details. I have asked the seller for assistance, but they have been ignoring me, preventing me from returning the item. In Germany, specific information such as postal code, street, city, and region is required. Unfortunately, I am unsure how to provide these details. It would be greatly appreciated if you could assist me in communicating with the seller to guide me on where to enter the necessary information. Thank you for your help. Sincerely, A. Mathieu

Hello, I am reaching out to address an issue with returning an item. I have contacted the seller multiple times due to difficulties with the return address. I tried to drop off the package at a DHL store, but I was instructed to do it online. I am unsure about where to input the address details online. Despite reaching out to the seller for guidance, my requests have been ignored, preventing me from returning the item. Can you please assist me in communicating with the seller so they can provide clear instructions on where to enter the required information, such as the zip code, street, city, and region? I would truly appreciate your help with this matter. Thank you for your consideration. Sincerely, A.M.

I recently communicated with my supplier about the specifics of my hoodie order. I emphasized the importance of ensuring the clarity of the image used, as I did not want a blurry result. The supplier assured me the image would be clear. Upon receiving the hoodie, I noticed the image was indeed blurry and the print seemed ready to come off. Despite the supplier sending a video for confirmation, it failed to capture the blurriness, which was only visible in person. Furthermore, the sizes of the hoodies were incorrect; the small resembled a medium, the medium a large, and the large an even larger size. I am now seeking a refund, but the supplier appears reluctant to reimburse the funds. It seems they prioritized profit over meeting customer expectations and satisfaction.

I ordered an 8TB external SSD hard drive for my desktop computer on August 14th. Upon receiving and trying it out, I discovered it was not working. I contacted the seller, Shop [redacted]8, to report the defective product and requested either an exchange or a refund. Their response indicated that the factory was reputable and the product was of good quality. Despite multiple attempts to reach out, I have not received any further communication. I paid 21 euros for this item and it is not functioning. I am requesting a refund for this hard drive. Order Number: [redacted][redacted]. Sincerely, D. Mailley