Alibaba sold me a defective industrial printer. damaged, missing parts, with non-working components and no software or instructions. Pleasanton California

In November 2024, I placed an order for an industrial DTF printer with a shaker add-on through the AliExpress platform. The cost of this machine was $3,065.21, and it was advertised as a turnkey solution that included all necessary components, software, and instructions. I am a small business owner and made this purchase in good faith to help grow my family-run operation. What I received instead was a non-functional, damaged, and incomplete machine that has caused significant financial loss and disruption to my business.

The printer arrived over a month later than promised during checkout. When it was finally delivered, it was left in the road during snow and rain without a required signature, and without our knowledge. The box arrived visibly damaged, with broken latches, missing padding that should have protected sensitive components, and visible footprints on a sticker labeled “do not step.” Upon unboxing, it became clear the machine was not operational. The shaker component—which was a critical and costly add-on—does not work. While the heater and internal flappers activate, the motor that is supposed to pull the DTF transfer paper through does not function at all.

The machine came with no manual, no setup guide, and no documentation. One of the USB dongles, which was supposed to contain the essential software required to operate the printer, was completely empty. Despite our efforts to figure it out independently, the machine cannot be used as intended. We had already filled the ink tanks before discovering these defects, and now we are forced to flush ink through the print head daily just to prevent it from drying out, wasting expensive materials in the process.

AliExpress customer service has been unreliable and inconsistent. Multiple representatives promised us a refund in writing, which we documented with screenshots. However, days later, the refund was abruptly denied without explanation. We filed an appeal immediately, and it has now been over a week with no updates or resolution. Every time we contact support, we are forced to re-explain the situation as if starting from scratch. Meanwhile, they continue to direct us to the third-party seller for support—who refuses to communicate with us through any method other than WhatsApp, which we cannot access. This is clearly an evasive tactic meant to stall resolution or discourage further pursuit.

Additionally, the invoice for this order was dated “January 1, 1970,” which is not only incorrect but indicative of the careless and unprofessional handling of this transaction. The product we received was not as advertised and is fundamentally defective. It did not include required components, did not match the listing, and was delivered in a manner that violated even the most basic standards of logistics and customer care.

We are demanding either a full refund of $3,065.21 or an immediate replacement unit that matches the product description, functions properly, includes verified software, and is accompanied by clear instructions. We are also seeking compensation for the time lost attempting to resolve this, and for the cost of wasted ink and materials.

We have given AliExpress ample time to make this right and have done everything in our power to resolve this in good faith. However, their continued delay, false promises, and lack of accountability suggest a serious failure in consumer protection and seller oversight. We are now escalating this matter through all appropriate channels including the BBB, CFPB, state and federal consumer protection agencies, public review platforms, and social media.