• Report: #1089275

Complaint Review: Alibaba Group

  • 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: Alibaba: Response to Molly Morgan & Mark Story

*REBUTTAL Owner of company: wow

*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:
2Author 2Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Alibaba: Response to Molly Morgan & Mark Story

AUTHOR: Philip - ()

While I appreciate Molly Morgan and Mark Story’s responses, they are coming several months after I filed a complaint against Alibaba. Why didn’t they respond earlier?? They have attempted to exonerate Alibaba by claiming: “Please understand that Alibaba.com is a platform that connects buyers and sellers; we are not the supplier of the goods you purchased.” The fact that they use the exact same words is an indication that their messages have been orchestrated and fail to address the issue here. Their efforts at excusing the company from taking responsibility for ripping customers off is also pathetic at best, and just another strategy aimed at justifying their fraudulence. While Alibaba may not be the supplier of the goods, it must be held responsible for serving as a channel through which goods are bought and delivered. Should the company not carry out background check on the merchants that it goes into business with and ensure that they are reliable? And doesn’t Alibaba receive remuneration from these merchants?  

Morgan and Story are also unfamiliar with the details of this case; otherwise, they would know that I have actually contacted Alibaba several times through the contact information they provide. However, Alibaba has not responded to me in several months.

Having said that, I need to update consumers and readers on the status of this matter. I was able to secure a refund of what I paid for shipping of the Power Supply Board MPF7718 PCPF0164, which is $50.83. But the item turned out to be faulty and was shipped back to Alibaba. I subsequently sent a second complaint to Alibaba in January of this year, demanding a refund of $95.99, the amount I paid for the item. On the Alibaba website my case has been listed as "Under Discussion" since January. Otherwise, I have heard nothing from Alibaba.     

I have also reported this matter to the Better Business Bureau, which has provided me with this feedback:

Complaint ID#: 347771
Business Name: ALIBABA

BBB has made several attempts to contact the business regarding the above referenced complaint. We regret to inform you that we have not received a response from the company. 

BBB develops and maintains Reliability Reports on companies in our service area. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the company's failure to promptly give attention to the matter will be reflected in the report we give to consumers about them.

If the company has contacted you in the interim, please notify BBB immediately.

Sincerely,
Ledy Rodarte
Consumer Services
BBB Complaint Department

Because of the bad experience I have had with Alibaba, I am not asking for another power board to be sent to me. I am demanding a refund of $95.99. It is still my hope that we can resolve this matter peacefully or else I intend to take legal action against Alibaba. 

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#2 REBUTTAL Owner of company

wow

AUTHOR: carl - ()

happy i got to reading rip off report for i was about to order somethings but not now or ever 

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#3 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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#4 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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#5 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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