AliExpress Reviews 

I ordered two gifts for my son's birthday the system said for quick delivery but I waited nearly two months and never received anything I had to wait this long before I could get a refund and now I'm still trying to get a refund for one of the items as they were shipped separately this was the first time I'd used this company and it will be the last do not use terrible company

I bought a set of bulbs for smart home from Tuya. After about 8 months one failed so I requested a refund or replacement. They constantly demanded photos, videos and even 3rd party verification of it's failure. I sent a photo - noting this is just a £5 bulb. You also cannot upload a video - they ask you to send them a link to your Google drive. There is no way I am going to do that!
They then closed the case.
Do not buy from these people they act fraudulently and the quality of what they sell is very poor.

This is their latest reply. Note that this is for a bulb, and also that they still will not say what evidence is needed, and this is on flagrant ignorance of UK consumer rights law: We deeply apologize for any inconvenience caused to you. Since your order was placed over six months ago, we would greatly appreciate it if you could share some details to help us further investigate this matter. We carefully verify the information you provided. We regret to inform you that we are unable to process your request. The reason for making this decision is due to insufficient or invalid evidence. If you can provide valid and complete proof information, please contact us again.

I've been a constant client since 2010s. Buying more and more each year. Recently one of the items I purchased came totally different from what was advertised. So I talked to the support, we formed a refund claim and they agent convinced me to send the item back at my cost which was supposed to be reimbursed. I did it. And after that, all I get is automated replies that first said that item is different from what I received. And then that they haven't received an item at all. Now I don't even hear from people, just canned emails. Aliexpress doesn't care. They probably have too many customers so why should I be one of them? If this is not fraud, what it is then?

UPD.: don't look at their reply below. In fact, their "senior" team has been looking into my case for weeks and only sending me canned emails. And same thing happened today as well. So it's just their PR, not a real support. Absolutely useless.

UPD2: someone from Ali wrote me an email asking me to share my proof, which I have already shared like 5 times via emails only and even more times via chat. That's pathetic. Absolutely useless. Who even hired them? They're trying this to make it look better on Trustpilot. But they don't care about the customers.

Jeg har handlet på AliExpress i flere år, men det slutter nu. Efter gentagne forsøg på at få mine penge tilbage på en fejlbehæftet vare og forsøg på returnering af denne for sælger regning, står jeg i en situation, hvor Aliexpress har afgjort min sag med, at jeg skal sende alle mine produkter retur (selv dem der fungerer) og så skal jeg selv betale for returfragten. Det er svindel på højt niveau. Jeg har oplevet det samme tidligere. Deres reklamationsordning er lige til at lukke op og sk... i. Hold jer lang væk fra den...

I have been shopping on AliExpress for several years, but it is now over. After repeated attempts to get my money back on a faulty product and attempts to return it at the seller's expense, I am in a situation where Aliexpress has closed my case and I have to send all my products back (even the ones that work) and then I have to pay for the return shipping myself on top of that. This is high-level fraud. I have experienced the same thing before. Their complaints system is just about to open up and sh.. in. Stay far away from that rediculous crap company...

It’s basically a scammer shopping platform, I order 11 items separated into 2 orders, both delivered to wrong address! And you know what only got refunded for low value items and no matter how many proof I submitted, the same exact proof that they asked for, the refund request still rejected! Never buy from this platform, even TEMU is a lot better than this!

Dear AliExpress Customer Relations and Dispute Resolution Team,
You Have Latly Become A Joke Of A Company

Order Number: 8211077159344354

I am writing to formally complain about the handling of my dispute regarding the above order, in which the item was advertised and sold to me as 925 Sterling Silver, but was subsequently determined by a professional jeweller not to be genuine sterling silver.

This matter has now gone far beyond a normal refund dispute. I have spent several days repeatedly contacting customer support, receiving contradictory information, generic responses, and repeated extensions of the dispute countdown timer instead of a meaningful resolution.

Timeline
I opened a dispute after discovering the item was not genuine sterling silver.
Your dispute system proposed a partial refund, which I accepted immediately.
Despite accepting the proposed resolution approximately two days ago, my refund has still not been authorized.
Instead of processing the refund, the dispute timer has repeatedly been extended and reset.
Customer support representatives have provided inconsistent explanations, including:
that the dispute team was reviewing the case;
that the seller was required to respond;
that I should simply continue waiting;
and that the timer would resolve the matter automatically.

These explanations directly contradict one another and have left me without any certainty regarding the status of my refund.

My Concerns

The handling of this dispute raises serious concerns regarding compliance with consumer protection legislation, including but not limited to:

The EU Consumer Rights Directive (2011/83/EU), which requires fair treatment of consumers and timely handling of consumer disputes.
The Unfair Commercial Practices Directive (2005/29/EC), if misleading information or unreasonable delay tactics are used during the dispute process.
The requirement that goods must match their description. A product advertised as genuine 925 Sterling Silver should in fact be genuine 925 sterling silver.
The principles contained within the Digital Services Act, requiring online marketplaces to operate transparent complaint-handling systems.

If an item is misrepresented as a precious metal when it is not, this is an extremely serious issue affecting consumer trust.

Stress, Financial Loss and Inconvenience

The way this matter has been handled has caused me unnecessary stress, frustration, and a significant waste of my time.

I have spent days repeatedly contacting your support team, receiving conflicting information and generic responses while my refund continues to be delayed. I also paid import charges on this item, only to discover that it was not as advertised.

As a customer who has placed many orders with AliExpress over the years, I am extremely disappointed by how this case has been handled. My trust in AliExpress has been severely damaged.

My Demands

I formally request that AliExpress:

Process my refund immediately without any further delays.
Reimburse all costs I incurred because of this misleading product, including any applicable import charges.
Provide reasonable compensation for the unnecessary delays, repeated incorrect information, and the inconvenience caused.
Confirm in writing why my refund has still not been authorized after I accepted the proposed partial refund.
Investigate the seller for advertising and selling jewellery falsely described as genuine 925 Sterling Silver, and take appropriate action if the listing was misleading.
Notice of Further Action

If this matter is not resolved promptly, I reserve all my rights to escalate this matter to the appropriate consumer protection authorities, my payment provider, and any other relevant dispute resolution bodies.

I sincerely hope this matter can be resolved professionally. However, after many years as a loyal AliExpress customer, this experience has seriously damaged my confidence in your platform. Unless this issue is resolved fairly and without further delay, I may never place another order through AliExpress again.

I expect a substantive response addressing each point raised in this letter rather than another generic template response.

Yours faithfully,

Mario

Order Number: 8211077159344354

This is the second time I’m closing my AliExpress account, after yet another round of refund disputes handled carelessly and, frankly, unethically. Despite submitting clear photo evidence across multiple cases, the resolution process consistently sided against the buyer, effectively rewarding sellers who ship damaged or misrepresented goods. It’s hard to see this as anything other than a system that lets obvious bad actors get away with it as long as they dispute hard enough.

I won’t be using this platform again. That said, credit where due: within the tech/electronics segment there are genuinely excellent sellers on AliExpress who deliver solid products and service. It’s a shame that a handful of scammers, and a buyer protection process that doesn’t meaningfully protect buyers, drag down the reputation of the sellers actually doing things right.

Purchased a bike battery that doesn't work on my bike. After numerous emails, pictures & video to return (yes I read & was assured I could return) they keep telling me it is denied. My last recourse is to notify my bank & try to claw back my money threw them. They are liars & deceptive.

Very bad never again

ALIEXPRESS ARE SCAMMERS!!! AliExpress has dishonest and careless delivery services. They can mix up the house number with the apartment number and deliver the parcel to the wrong address. And it is impossible to prove that you did not receive the parcel. Twice now, the parcel has not been delivered, and the money has not been refunded. The sellers state one delivery date, but the parcel arrives on a different day that was not indicated by the seller, and they claim the parcel was delivered even though it was never received. It is not clear what kind of proof they need!!! For one undelivered parcel, there was a photo, and it was a completely different house—this is a private house, but the order was supposed to be delivered to an apartment in a multi-story building. All of this was sent, but still, the money was not returned. And now they again demand proof of a delivered parcel on July 23, even though the deadline is September 11. There are scammers working on AliExpress who take orders and do not deliver them!!! ALIEXPRESS ARE SCAMMERS!!!” АЛИЭКСПРЕСС ЭТО МОШЕННИКИ!!! На Алиэкспресс не добросовестные и невнимательные доставщики. Они могут перепутать номер дома с номером квартиры и доставляют посылку по другому адресу. И не возможно доказать, что ты не получал посылку. Уже дважды посылка не доставляется и деньги не возвращаются. Продавцы пишут один срок доставки и посылка приходит в другой день который не обозначен продавцом и утверждают что посылка доставлена, хотя посылка не получена. Не понятно какие доказательства им нужны???? Если даже нет фото якобы «доставленной» посылки. На одну не доставленную посылку было фото и там совсем другой дом, это собственный дом а заказ должны были доставить в многоэтажный дом в квартиру. . Все это было отправлено, но все равно деньги не вернули. И сейчас снова требуют доказательства доставленной посылки 23 июля хотя в сроках стоит 11 сентября. На Алиэкспрессе работают мошенники, которые берут заказы и их не доставляют!!! АЛИЭКСПРЕСС ЭТО МОШЕННИКИ!!! ALIEXPRESS ARE SCAMMERS!!! AliExpress has dishonest and careless delivery services. They can mix up the house number with the apartment number and deliver the parcel to the wrong address. And it is impossible to prove that you did not receive the parcel. Twice now, the parcel has not been delivered, and the money has not been refunded. The sellers state one delivery date, but the parcel arrives on a different day that was not indicated by the seller, and they claim the parcel was delivered even though it was never received. It is not clear what kind of proof they need!!! For one undelivered parcel, there was a photo, and it was a completely different house—this is a private house, but the order was supposed to be delivered to an apartment in a multi-story building. All of this was sent, but still, the money was not returned. And now they again demand proof of a delivered parcel on July 23, even though the deadline is September 11. There are scammers working on AliExpress who take orders and do not deliver them!!! ALIEXPRESS ARE SCAMMERS!!!”

The whole platform is full of scammers, what you see on a advert photograph is not what you get! Aliexpress, replies saying they will look into it on here, it takes a long time and is not worth it, literally. To return things China is another whole ball game, it holds more cost to you, the buyer and unbelievable amount of time yet again! If your going to do it, be prepared.

Aliexpress has become most untrustworthy in dealing with customers and their suppliers. I bought prescription glasses and supplied them with all the information plus the photos they wanted and still I did not get help. Their supplier, Zenottic were completely uncooperative. My glasses do not fit properly and they have refused to do anything about it! Now I have the expense of glasses that I cannot use.

Never again I will order anything from AliExpress. The customer support " bot" constantly replying with the same thing. You cannot get any answers. When you speak to customer support all you get is" unfortunately we are not able to do that"
I have ordered an item and tracking shows it's been in transit for 85 days with no delivery date even though it was guaranteed to be delivered up to 30 days. Their website states if the item is not delivered after 40 days you are entitled to refund. What a load of.... In the end I had to open a claim via PayPal and get refund this way. As said never again and I would advice the same!

Scammers! They make you pay TAX at checkout, but dont provide this information on shipping info (missing VOEC documents) , so you wil end up paying double TAX at Import. Had two shipments this happened to on the same order. But AliExpress "Customer Care" is a joke, really bad service and seems like AI answers that claims you didnt provide sufficient documentations, even though this documents where provided in email . Tried many times, but same respond every time. Do not recommend AliExpress! See almost every feedback here on trustpilot confirms this issue. Stay away, dont buy from these Scammers!
-----
Update! After I wrote this one star review, AliExpress contacted me and asked me to send documentations again. I did this and sendt them the same documents as I did all the previous times , and this time they gave me positive answer and I tell me that they will refund the TAX I had double paid . I'm happy the case is now solved and glad AliExpress reached out to me after I wrote this one star review. I will change this review from one to three stars, the reason for not full stars experience for me this time , even though case is solved, is because they didnt approve the TAX refund the 7++ times I contacted AliExpress Customer service with proper documentations, and got negative answer all these times and I then had to write a one star review to get the case escalated and solved. Hopefully AliExpress customer services wil learn from this and help other customers the first time customers contacts them from now on. And also hopefully they make sure that AliExpress sellers fill out the VOEC documents properly so these cases don't occur in the future.

After over 2 hours attempting unsuccessfully to do a refund request & contacting the 2 sellers on 3 defective ssd/usb storage items I purchased via AliExpress on June 28/26, I had no other choice but to contact the known to me useless & total incompetent Help agents as I cannot provide any photo/video proof on inferior product quality. The following is the first of the 2 almost consecutive time consuming & totally ridiculous & frustrating chats with AliExpress agents:

Hello, thanks for contacting, this is Osama from Aliexpress Customer Service Team. It's my pleasure to meet you here, I am here to help you.

15:02
Please give me a moment to look at your previous chat history. I will help you solve the problem as soon as possible. Please wait.

I understand that you have submitted a refund request due to a product quality issue. Would you like me to help you check the progress of the process?

i also want full refund on the 2 usb drives on same order with same poor quliaty issues

sure dear customer can you confirm me that have you returned the item back

all 3 items on same order from june 28

all inferior

cannot take phots on poor quality

dear customer let me help you wit that

Thank you soo much for selecting the order for me i really appreciate it, Rest assured i will try to do my best to assist you with your concern

Dear customer as you as selected multiple orders so i have to provide you the resolution for each order separately so please stay connected with me so i can provide you the resolution for all the orders separately

dear customer can you confirm me that do you want to return these items back for full refund?

full refund as they are useless to me

We've successfully raised the return/refund request for you just now and the case has already been escalated to our senior team for a further check. Generally speaking, a response will be given within 2 hours.

can u please make sure that i can print out the free return shipping label next week as i have no printer

can i print this anytime next week?

yes dear customer you have 15 days time to return the item and on the next two item i have raised the request for you :)

u maen this label for 1 itms, NOT all 3?

no dear customer you will get a different one on other items

3 labels?

yes dear customer

do i contact u again for the other 2?

dear customer i have already raised the request for you

so feel at ease

how long?

a response will be given within 2 hours.

Was a pleasure assisting a kindhearted customer like you. .May I know Is there anything else I could help you for today?

i checked, the drop off are all too far away & certainly I do not want to do this 3 times

dear customer please wait for the other two response first

please let me talk to a manager to get these 3 items are returned with 1 shipping label for a full refund

dear customer have you ordered all three item from the same seller?

no, but same order & received all 3 in 1 package

dear customer but as they are from the different seller that is why they all will go to different sellers

if you will return them with a same label you wont get the refund for other 2 items

that is very silly

so wait for the response for remaining 2 items

all labels for free return shipping for full refund?

yes dear customer you will also be guided with that on your dispute page we will keep you updated there

can u give me the total full refund amounts for all 3 items?

dear customer that is not in my hands once you will return the item your refund will be made automatically

full refund the amount on my order 821..?

i have raised the request for this order already

We've successfully raised the return/refund request for you just now and the case has already been escalated to our senior team for a further check. Generally speaking, a response will be given within 2 hours.

why are u repeating yourself, I asked u" full refund the amount on my order 821..?"

have you returned this item?

i do not see any refund amount anywhere that I WILL RECEIVE

dear customer you will get the refund once you will return the item

get me your manager!!

dear customer sorry for that as a customer support agent i dont have the access to transfer your chat to the maneger

that is why ALL OF YOU ARE BEING SO REDICIOUSLY USELESS!!!

& KEEP REPEATING SAME TEMPLETES!!

dear customer i have already guided you that once you will return the item you will get the refund

ONE MORE TIME, HOW MUCH I WILL GET BACK!!!!

dear customer after returning the item full refund is made

U ARE SO HOPELESS & TOTALLY INCOMPETENT & NOT LISTENING!! "

It is the third time that i am writing about the way aliexpress has procedeed about may refund request of the order 3072803824391563. The last time, after requesting a all lot of pictures and measurements the first two times, we have sent a video as requested! No answer was received!! It looks like aliexpress has no interest in solving the problem! And continuous requests have been made, seeming that aliexpress has no interest in solving the problem and just wants to "tire" with unstoppable requests of photos, pictures, measurements, videos... it is unbelievable!

I ORDERD A SOFA AND IT CAME THE SIZE OF A BARBIE COUCH
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Poor returns/refunds process. I purchased a smart watch recently and have only worn it a few times but it has stopped working. I photographed the watch itself with the packaging and also took a video of myself plugging the watch in to the charger and pressing buttons showing that the screen didnt show anything but they refused to accept it back. I now have paid for an item that i cannot use!!

I ordered a riding lawn mower paid for it and when it said the owner's manual in a PDF it was a robot lawn mower. I have not been able to log in track it or cancel my order.

Very difficult two orders where first one went wrong on the delivery with parcel breached in transit and one item missing. Parcel was attempted resealed with sellotape clear tape over the big tear hole where someone opened it. To try to make it look untouched. Trying to fill out the help center details to tell Ali Express was a total nightmare because the help chat didn't work well. Kept cutting out due to being busy with other users it claimed. Then took several times trying to fill in a form on the issue, to get text and proof of problem pictures loaded then that form would not submit. Due to IT issue with their systems not letting the final box on a sent form to me be filled out, which was asking for reason for return. I wasn't doing a return!! Turns out that was a wrong error by the original agent opening wrong process for me their end.
I was actually reporting a breached parcel with missing item, where parcel had been opened somewhere in the transit stages. Trying to send pictures proof via the chat is totally impossible too to do. Was requested to submit there to the chat as individual photos turned into screen shots and they failed to go through too. Both photos and screenshot of photos tried. The help center is clearly not fit for purpose when there is a need to use it in time of experienced difficulty.

Second order arrived next day, different story, as came by a different delivery agent. Goods arrived safe. Parcel still sealed. All contents still in second order parcel.

So the problem started for me with their In Post courier used. Then problem compounded by difficulties with help center accessed via phone app. I just thought at end of it all, right. No more. That's it. I can't be going through this again. I was trying to fix issues for near 2 hours in the end easily.

Customer services are assisting but process was like banging one's head against a wall. Not worth the waste of time it all takes up because one courier wasn't good and not trustworthy with my delivery.

Update. Difficulties extra for me as the first online help chat assistant took me through a wrong process, submitting a return claim that I wasn't actually trying to do. Vastly complicating the situation. Their help systems are dreadful.

I lost nearly an hour and a half extra on chat trying to get anywhere, all making their help process unnecessarily complex and needlessly complicated through IT systems that barely work.

You've got a long way to go at Ali Express to make this chat thing here user friendly. At present your systems appear pretty unserviceable. Absolute tearing one's hair out nightmare.

That link sent to me by email by them takes me nowhere. You follow it and go through the security aspects and it lands you in your Ali Express App on the main front shopping page. That won't open right either.

It wasn't possible to send my proof photos asked for there at all. Not in the help center chat it wouldn't allow, nor in the form given to separately add photos into. You're not listening to me at all.

Photo proof evidence attachments wouldn't go through anywhere tried.
You can see there's a line of clear sellotape type tape resealing the parcel where it was torn open in transit to me. That piece of tape shouldn't be there, the person who illegally accessed my parcel has added that afterwards to try to cover over their criminal act. So of the 2 bags that should have come out to me in that parcel I've just got 1. One is missing.

Compare to my second parcel coming from you via the Evri delivery agent. No such tear repair on parcel, parcel second intact and all goods in the parcel. Three of the same kind of bag. All goods present and correct in second parcel.

I've now been put through four days of what feels like punishment and insult added to injury, trying to tell them what befell my parcel on the way to me. Totally disgusting way to treat a customer. I have no faith remaining or trust left for this company. Its help systems are not fit for purpose. Diabolical.