• Report: #968233
Complaint Review:


  • Submitted: Mon, November 12, 2012
  • Updated: Tue, November 13, 2012

  • Reported By: Sanatos — Puyallup Washington United States of America
Internet United States of America

alibaba.cn transaction_service@service.alibaba.com Web Site for ordering stuff from china Internet

*Author of original report: Process is starting to move

*UPDATE Employee: how to file a complaint on AliExpress

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I ordered 2KG of Maslinic acid (an olive extract), through AliExpress a subsidiary of Alibaba.com.  I paid $288 but never received any product.  There are not humans to contact to resolve the issue and there is no way to open a dispute in spite of receipt of several e-mails from the company suggesting that I can open a disupte.  What you really get is a circle talking chatter bot but no possible way to correct or address a failure to deliver by the seller.

This site does not appear to be legitimate and I for one am out nearly 300 dollars for having use them.

This report was posted on Ripoff Report on 11/12/2012 04:27 PM and is a permanent record located here: http://www.ripoffreport.com/reports/alibabacn/internet/alibabacn-transactionserviceservicealibabacom-web-site-for-ordering-stuff-from-china-968233. 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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Updates & Rebuttals

#1 Author of original report

Process is starting to move

AUTHOR: Sanatos - (United States of America)

Until I filed a dispute, I was unable to use the dispute resolution process at AliBaba.  As it turns out it was a technical issue in that I was using the wrong e-mail to sign in, however I was unable to find any way to get ahold of a live person to dig in to this and resolve it and furthermore the drop dead date for filing a dispute was fast approaching.

Since filing this report with Ripoff .com I have received an e-mail from a live person at Alibaba and also from the seller.  I still have not received a refund nor my product but at least it appears that things are moving in the right direction. On resolution of this issue I will provide an update on this case to ensure that the record is set straight.
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#2 UPDATE Employee

how to file a complaint on AliExpress

AUTHOR: Alibaba Rep - (Hong Kong)


My name is Mark and I am director of international corporate affairs for Alibaba Group.  I'm sorry to hear that you have had problems with a supplier, but wanted to let you know that we do, in fact, have a dispute resolution process.  

If you visit our web site, you can file a complaint using our system called "Aliprotect."  It's fairly straightforward:

1) If you have not done so already, create an account on Alibaba.com here (you need to do this so we can track your complaint).  Here's the link: http://us.my.alibaba.com/user/join/join_step1.htm

2) After creating the account, please describe your issue using this link: http://channel.alibaba.com/complaint/home.htm?tracelog=newschp_help_complaint

3) The goal of our customer service team is to respond to issues within three days.  If you are in the United States, you can also contact our customer service team in California at +1-888-983-1688 or email:

Please understand that we do indeed have a process and try to be fair to all parties while resolving customer issues as soon as we can.

I hope this helps.

Mark Story
Director, International Corporate Affairs
Alibaba Group
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