- Report: #1302801
Complaint Review: Aliexpress.com - Internet
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Aliexpress.com
Internet, USA
Web:
aliexpress.com
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Aliexpress.com Bad, intransparent processes, No such thing as buyer protection or customer orientation Internet
I have ordered from Aliexpress two cellphones and two tempered glass films (Order 72835511071482) on 08.02.2016. Estimated delivery was 12-30 days, so I thought that I can live with it. 45 days later I asked again what is wrong with my order and they told me my package were at the customs waiting for me. In the tracking tool I could see that the package was in customs waiting for me to clear it. I called the customs and they told me that they don't have my parcel. If they had it, they would either clear it automatically and issue a clearance fee for me to pay or they would send me a notification. Nothing of these happened. I told that to Aliexpress and they told me to be patient. Aliexpress supposedly offers a 60 day purchase protection. This is why I started a dispute few days before this expired. A week later they told me, that I should contact customs because they have my package (according to their tracking tool). I told them that the buyer doesn't do that in Germany but still I contacted again the customs and got the same answer again. At the same time I contacted DHL and I started a tracing process for these packages. I informed Aliexpress.
Another week went by and they only answered that I should pick up my package from the customs and that there are several reasons that it can be detained and that it is my DUTY to clear it. At the same time I received the answer by DHL that they could not find the package and that the only person to make order an OFFICIAL TRACING is the seller. I called customs (another department) and DHL once more. Customs gave me the same answer as before. A kind employee of DHL also told me that the package travelled from Sweden (never knew it would go through Sweden) to Germany and the last place where it seems to have been was the customs of Kiel. But the only counterpart that could really order an official search is the seller. I waited another week until I got an answer by Ali. They told me that I should submit a written proof that the customs don't have the parcel. I actually called the customs once more. They told me that they only issue notices for parcels that exist and that they have. And if they had received my parcel they would have either clear it ans issue a fee or send me such a detention notification. I wrote that to Aliexpress once more. Their answer after a long time again was, that they would release the money to the seller if I didn't pickup the parcel or send them written proof. So they did. I have appealed to it today.
Apart from the 400 euros I lost, I have spent an enormous amount of time to deal with all this bureaucracy they put me through. Think about it before you buy.
I will be updating the post with the new episodes that are about to come...
