• Report: #1046399
Complaint Review:


  • Submitted: Fri, April 26, 2013
  • Updated: Fri, April 26, 2013

  • Reported By: Bruno — Niter
Internet United States of America

AliExpress ignoring disputes and complaints, Internet

*Consumer Comment: Complain Center

*UPDATE Employee: dispute resolution at AliExpress

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AliExpress buyer protection is a fake, and it's important that everyone get to know it. I've been buying there for more than one year now, but the first time I needed to open a Dispute was about 3 months ago, and so far the AliExpress Complaint Team is just ignoring it.

The buyer decided, without asking me, to send the goods in a different way than I had paid for, and for that reason, the goods were extremely overtaxed by the customs (about 5x the value of the products) as they said the price put on the goods declaration was fake, and decided a fine for it. And AliExpress shoud protect me from buyers who sends in an incorrect logistics method; instead of protecting me, mediating the whole stuff, they are just IGNORING it.

Only buy from sellers you know and trust. If you, like me, want to try new sellers, don't count on AliExpress to protect you.

This report was posted on Ripoff Report on 04/26/2013 08:37 AM and is a permanent record located here: http://www.ripoffreport.com/reports/aliexpress/internet/aliexpress-ignoring-disputes-and-complaints-internet-1046399. 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 Consumer Comment

Complain Center

AUTHOR: echo.star - ()

I'm in Spain and I've been scammed at aliexpress.com: I bought usb flash drives and they were FAKES. I didn't know at the time, but apparently it's an incredibly common scam. I was even stupid enough to return the items (360 Euros to return it all!) after paying 460 Euros in custom fees: a 820 Euros loss aside from the price of the merchandise.

The complaint center isn't very helpful, they even seem to side with the scammer: at the time of this message, they think that *I* am the Seller. I have no idea how they managed to swap Buyer and Seller like that... I was even sent an email in CHINESE (thank you Google Translate!) saying that I needed to provide proof that I can sell that particular brand of usb flash drives in aliexpress... even though I am not a seller... I have never sold anything via aliexpress!!

They ask for evidence that I've already provided, clearly showing that not a word I previously wrote was read. I suspect the aliexpress employees might be accomplices. I have contacted buyer@aliexpress.com but nobody answers. I couldn't find another way to contact the administrators.

I also reported this situation to the Police, my bank and MasterCard (I paid with a card) as specified in the complaint center's FAQ.

Note that I understand that it is not aliexpress' fault that so many of their sellers are scammers but the problems I'm having with the disputes and the complaint center are! And becoming the scammer's accomplice is definitely criminal!

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#2 UPDATE Employee

dispute resolution at AliExpress

AUTHOR: Alibaba_Rep - ()

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.  The best way to get in touch with them is to  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.


Mark Story
Director, International Corporate Affairs
Alibaba Group

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