• Report: #1089275

Complaint Review: Alibaba Group

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  • Submitted: Thu, October 03, 2013
  • Updated: Wed, May 14, 2014

  • Reported By: Philip — San Antonio Texas
Alibaba Group
3945 Freedom Cir #600 Santa Clara, California USA

Alibaba Group www.alibaba.com www.aliexpress.com Failure to deliever item ordered and paid for Santa Clara California

*Author of original report: RE: Problems with item ordered from Alibaba

*UPDATE Employee: Reply from Alibaba Group

*UPDATE Employee: I'd like to help

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I write regarding a product I ordered from Alibaba Group, which has as its websites, www.alibaba.com and www.aliexpress.com. On Friday September 27, I placed an order for a Power Supply Board MPF7718 for Hitachi Plasma TV Model P50H401 at the cost of $95.99. My Order Number is 60217432092023. Before making the order, I confirmed from an Alibaba representative named Ryan Hu that the item would reach my Boston, MA delivery address by October 3. To guarantee that it would be delivered on that date, I paid for DHL Express shipment at the cost of $50.83. I made all payments with my Visa card. By Monday I tried to track the item using the Tracking number that I was given: 1746971122. However, with this number I could not track the item on the DHL website. I contacted Alibaba and was informed that it had been shipped and that I should contact DHL again. I did just that and finally received the following information from DHL CustomerService@dhl.com: 

"I apologize, our records indicate that the shipping label has been created; however, your shipment has not been physically handed over to DHL. I recommend contacting your sender to confirm the shipment's exit date."

Essentially, the item was never shipped even though a shipping label was created. I was thoroughly disgusted by this fraudulence, especially since the item needed to be picked up by October 3 in Boston. Even as I send this report, the item has still not been shipped. Based on Alibaba's deception and failure to meet its promise in spite of the high amount I paid for shipping, I have lost all trust in this company and do not wish to do further business with them. I am therefore demanding an immediate refund of my $148.82 in order to avert further legal action.

My advice to any consumer out there is to avoid Alibaba like the plague. Unfortunately I didn't do enough prior research or I would have discovered that this business is ranked F by the Better Business Bureau and faces several complaints and accusations of fraud.


This report was posted on Ripoff Report on 10/03/2013 02:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/Alibaba-Group/Santa-Clara-California-95054/Alibaba-Group-wwwalibabacom-wwwaliexpresscom-Failure-to-deliever-item-ordered-and-pa-1089275. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

RE: Problems with item ordered from Alibaba

AUTHOR: Philip - ()

I did contact Alibaba and after going back and forth Alibaba finally agreed to refund my shipping fee of $50.83.

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#2 UPDATE Employee

Reply from Alibaba Group

AUTHOR: Molly - ()

Hello, 

I am sorry that you have had a problem with a supplier on Alibaba.com. Please understand that Alibaba.com is a platform that connects buyers and sellers; we are not the supplier of the goods you purchased.

With that said, I’d still like to help. 

Alibaba.com has a customer service team to assist you. There are a couple of different ways to get in touch with them. One is to fill out our online form. It’s here: login.alibaba.com

Or you can send an email with the particulars of your situation to alibaba@service.alibaba.com. 

We can’t resolve 100% of customer issues, but I promise that we will try.

Sincerely, 

Molly Morgan

Alibaba Group

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#3 UPDATE Employee

I'd like to help

AUTHOR: Alibaba_Rep - ()

Dear XXX,

I am sorry that you have had a problem with a supplier on AliExpress.  Please understand that AliExpress is a platform that connects buyers and sellers; we are not the supplier of the goods you purchased.

With that said, I’d still like to help.  

AliExpress.com has a customer service team to assist you.  There are a couple of different ways to get in touch with them.  One is to fill out our online form.  It’s here:  https://login.aliexpress.com/buyer.htm?return_url=http://channel.alibaba.com/complaint/home.htm  (you’ll need to log in) or send an email with the particulars of your situation to buyer@aliexpress.com

We can’t resolve 100% of customer issues, but I promise that we will try.

Sincerely,

Mark Story
Director, International Corporate Affairs
Alibaba Group

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