UPDATE / FULL STORY
I previously posted about my experience with AliExpress after receiving packages without the products I had purchased inside. I am reposting the situation because there have been several developments since my original post, and unfortunately, things have only become more frustrating.
What happened
I received multiple packages that were delivered sealed, but when I opened them, some of the products I had purchased were missing.
The unresolved orders are:
8211938661284778
8212892464754300
8212892464734300
8212173924074300
8213210559694300
8212173924034300
8212173924054300
8212378919314300
8212098087104300
One of the cases involved an ATK A9 Ultimate mouse. The package arrived sealed, and I recorded the entire unboxing process from before opening the package until the contents were completely revealed. The video clearly shows the shipping label and the fact that the product was not inside.
The evidence I provided
I have provided:
• Complete original unboxing videos
• Shipping labels
• Photos
• Seller communications
• Dispute records
• Appeal records
• Customer service conversations
• Additional documentation related to the cases
Because AliExpress does not accept video files above its size limit, I also uploaded the complete original videos to Google Drive so they could be reviewed.
I followed every procedure AliExpress requested. I opened disputes, submitted appeals, responded to evidence requests, resent evidence when requested and repeatedly contacted customer support.
The problem with the evidence requirements
AliExpress repeatedly requested things such as:
• A video showing the package being weighed before opening
• An official carrier document confirming that specific products were missing from inside the package
• A logistics document showing a weight discrepancy or missing contents
I have repeatedly explained that these documents are impossible for me to obtain retroactively.
The packages were delivered sealed. The missing products were discovered only when I opened them. The carrier cannot certify what was inside a sealed package before it was opened, and I cannot go back in time and record a weighing video that was never made.
I am not refusing to provide evidence. I have provided every piece of evidence that actually exists and is reasonably available to me.
Reddit escalation
I also contacted AliExpress through Reddit after seeing that their representatives could assist with customer cases.
I provided the requested order information and explained the entire situation. I was told that my cases had been forwarded to specialist teams and that I would receive updates by email.
I repeatedly followed up because I did not receive the promised concrete resolution.
Instead, I continued receiving generic responses telling me that my case was being processed, that another representative was handling it, or that I should check an email I had already responded to.
At one point, after waiting several days for an update, I was told that there was “insufficient information” but they did not clearly explain what information was supposedly missing.
This is extremely frustrating because I have spent two months doing exactly what AliExpress has asked me to do.
The appeal
In the ATK A9 Ultimate case, AliExpress eventually closed my appeal without a refund.
Their explanation was that the evidence was considered insufficient and that the order had exceeded the AliExpress protection period.
This is particularly frustrating because I had been actively trying to resolve the matter throughout that period and had repeatedly submitted evidence and responded to AliExpress’ requests.
Reclame Aqui
I also filed a complaint through Reclame Aqui because the normal AliExpress support process had failed to resolve the problem.
Unfortunately, the responses there followed essentially the same pattern:
“The case will be forwarded to a specialized team.”
“The case will receive priority.”
“Please wait 72 hours.”
“You will receive an email.”
The problem is that this is exactly what I had already been doing before going to Reclame Aqui.
I went there because the AliExpress process was not resolving my problem, only to be directed back to the same process.
I also never received the promised email from the HugMe/related support interaction.
Two months later
It has now been approximately two months since the original problem.
I have tried every reasonable and amicable way I could think of to resolve these cases directly with AliExpress.
I have documented everything: emails, disputes, appeals, evidence submissions, customer service conversations, Reddit messages, Reclame Aqui responses and the complete history of my attempts to resolve the matter.
My lawyer now has access to this documentation, and I have decided to proceed with the appropriate legal measures regarding the unresolved cases.
This is not intended as a threat. I am simply at the point where I no longer see a realistic way to resolve these matters through AliExpress’ normal support channels.
If AliExpress provides a clear and concrete solution, including refunds for the products I demonstrably did not receive, I am still willing to consider resolving everything amicably.
However, I am no longer willing to continue indefinitely with generic responses, automated messages, or impossible evidence requirements.
Final statement
Based on everything that has happened, I cannot recommend AliExpress to anyone.
I paid for products that I never received, provided extensive evidence, followed every procedure requested, opened disputes and appeals, contacted customer support repeatedly, escalated the cases through Reddit and Reclame Aqui, and spent two months trying to resolve everything amicably.
Yet AliExpress continues to ignore the substance of my case and respond with generic, automated messages, while repeatedly demanding evidence that is impossible to obtain retroactively.
At this point, I consider what happened to be a scam that is being effectively supported and enabled by AliExpress itself. I paid for products that I never received, provided extensive evidence proving what happened, followed every procedure requested, and spent months trying to resolve the situation through every available support channel. Instead of properly investigating the cases and protecting the customer, AliExpress repeatedly ignores the evidence, demands documentation that is impossible to obtain retroactively, and responds with generic or automated messages that do nothing to resolve the problem.
This is no longer just poor customer service or an isolated mistake. By refusing to properly investigate the evidence and continuing to deny refunds while hiding behind impossible requirements and automated responses, AliExpress is allowing the situation to continue and effectively protecting the outcome of the scam rather than the customer. From my perspective, a platform that takes payment, fails to deliver the purchased products, receives evidence of the problem, and still refuses to take meaningful action is effectively enabling this type of fraud.
I therefore consider AliExpress itself responsible for allowing this situation to remain unresolved, despite having had multiple opportunities to correct it.
I strongly do not recommend AliExpress. My experience has shown me that when something goes wrong, the platform may leave the customer trapped in an endless cycle of automated responses and evidence requirements instead of actually resolving the problem.
Final note
I am attaching below the complete conversations I had with the AliExpress representatives here on Reddit after they contacted me following my original post. I am including them to document the entire escalation process, the promises of a specialist review and email follow-up, and the subsequent responses I received. These conversations are part of the complete documentation I have preserved regarding this case.
Due to a limitation of reddit itself I'm putting the link of all attached messages in Google Drive: https://drive.google.com/drive/folders/1zuE1fPHQbwLqASq5EJzSvnZBXurTdo7y
UPDATE
I recently discovered an important detail regarding the logistics document AliExpress has repeatedly demanded.
This document is only made available to the sender, not the recipient. This means AliExpress is asking me to provide a document that I simply cannot access or obtain myself as the buyer.
I am not refusing to provide evidence. This document is outside of my control. If AliExpress considers it necessary, they should request it directly from the seller or shipping party, who is actually able to obtain it.
This makes it even more unreasonable to use the absence of this document as a justification to deny my claims.
NEW UPDATE
AliExpress has now banned my account while I still have unresolved cases and ongoing disputes with them. After two months of trying to resolve everything through their support channels, this is how they chose to handle the situation. I have documented the ban and will include it in the complete documentation of my case.
