AliExpress Netherlands

Dear Aliexpress,

You keep rejecting my complaint about missing packages and arguing that I have to go to the post office to claim it and have a complaint form made.

I have explained to your agents countless times that this is impossible because there is no post office in the Netherlands. Input that into the software of your robots.

In track traces, it says that a package went from the sorting center to the delivery center. That is a department of the sorting center where the parcel deliverers scan the packages to load them into their car for delivery.

There is no physical post office where addressees can pick up their packages. We also do not have customer service. The only thing available is an online chatbot, which generates a complaint form with a case number. That is our only proof besides the track trace.

We send that form as a screenshot to the sellers and with that case number, they can submit the case to PostNL.

If that does not work, we can still open a dispute. Normally, we get a refund.

In this case, I have provided all the evidence and clearly stated that there is no post office so we cannot go anywhere, the package is lost.

Your employees do not read because within a few minutes the same rejection and again the same demand go to the post office.

They ask for stamped forms which don't exist.

Hence the impression that there are robots or AI with erroneous software and routines.

No people who read and now after a month could finally understand what is going on: that there is no post office in the Netherlands where we can go. It simply does not exist. Let Aliexpress set up post offices themselves if they want them so much. Or set up their own delivery service, as Amazon has done, among others.

If the package had been left somewhere at PostNL, it would have been returned to the sender within seven days and that would also be visible in the track trace.

In this case, my package simply vanished there. Packages that have been left behind disappear. There is a thriving trade in that, internationally. People sell them by the kilo everywhere.

So, there is really no hope that my package will be found.

The sellers have or have not had contact with PostNL. As determined internationally, the seller is the only one who can order an investigation at PostNL, because they pay for the delivery service.

And we buyers pay via Aliexpress to the buyers for our product. And the guarantee on the product or money back.

Aliexpress offers a buyer's guarantee with every purchase, which means a full refund if the goods are not received correctly.

Until a year ago, this was normal and without any problems.

Now it is a drama. You can complain all you want, everything is rejected. Despite obvious evidence, arguments, explanations, screenshots. Dozens of chats with agents at Aliexpress, who promise everything, pass it on, escalate, register complaints. But nothing happens. We have no more options.

The same autoresponder is rejected again and again, directing us to go to the post office.

Aliexpress, do something about this.

If there are people there, they earn many penalty points for not reading and understanding and ignoring the guarantee that buyers are entitled to.

I would replace them with the team from a year ago when everything went smoothly.

I am definitely not the only victim of your robots or AI with program errors.

It is generally stated now that buying from Aliexpress is risky, with a high chance of losing your money. Your buyer guarantee is worthless. If such people without understanding sit on your customer service with their finger on reject, without reading, it's like an automatic 'go to the post office' response.

I strongly object to this. I should not be treated like this. I am a loyal customer, have bought for thousands of euros on your platform. But I did not deserve this poor treatment and frustrations. This situation is madness.

Get me out of this loop of automatic rejection and finally provide my refund, to which I am fully entitled.

Other sellers have in previous cases just sent the purchased items again. Because they are serious and know that we have the right to receive our purchased items.

I really do not know what has changed with you in the last year or so.

Maybe you only want big customers like dropshippers and such. But that does not mean that I do not also have rights to my buyer protection and guarantee.

I have a serious complaint and am putting Aliexpress on notice.

Just give my money back. Until then, I will not order anything from Aliexpress anymore. And neither will people I know.

We do take our rights and guarantee seriously. Again, if you want post offices in the Netherlands so badly, you will have to build them yourself. Reserve them for Aliexpress packages. Or use your own delivery service. Then it should work out fine.

I expect a reply from you. And don't discard my complaint any long without attention.

Kind regards,

Jooske van der Burg

Hallo,
Ik ben Sigrid Harbers.
Ik kamp al een tijdje met een probleem; ik had een fiets besteld maar later geannuleerd.

Ik zou het via Klarna betalen, echter staat het geannuleerde bedrag nog steeds open bij Klarna ivm het annuleren van het bedrag.
Keer op keer mails over en weer met meerdere malen een belofte vanuit Klarna het op te lossen, terugbetaling bij Klarna. Tot op heden blijft het probleem bestaan; krijg ik geen contact met de leverancier van de fiets, hij/zij reageert gewoonweg nergens op. Tot tweemaal toe heb ik bij Klarna het bedrag laten pauzeren daar ik het artikel (de fiets) had geannuleerd.

Opeens kreeg ik een bonus en had Aliexpress opdracht gegeven dat ze dat bedrag naar Klarna moesten sturen en niet naar mij, en dat ik die bonus niet wilde. Toch staat het op mijn account.
Ik heb allemaal screenshots van de gesprekken tot e-mails dat ik het bedrag niet hoefde te betalen. Ik verzoek jullie dan ook jullie beloften na te komen om het bedrag van 131,34 bij Klarna te verrekenen en het op 0 te zetten.

Ik ga namelijk niet voor iets betalen wat ik ten eerste geannuleerd had en ten tweede nooit in ontvangst heb genomen. Ik ben er een beetje klaar mee aan het raken en ben nu zover dat ik geneigd ben om juridische stappen te ondernemen, want de leverancier maakt zich schuldig aan oplichting en fraude.
Hopende dat u zo spoedig mogelijk hierop reageert en terug gaat mailen naar mij om dit probleem op te lossen.


Met vriendelijke groet, Sigrid Harbers.
Lei 49
5501DW Veldhoven.