For anyone who doesn't know, AliExpress is like a middleman. They mediate transactions between a seller/supplier and a buyer to ensure that both parties are protected and treated fairly. AliExpress has become well known as a place to purchase affordable brand name dupes. Most sellers on their website are based in China and ordering items from China can be hit or miss. You never know what you're truly buying because sellers will usually use stock photos from the brand that they are copying instead of genuine product photos. I love AliExpress for the fact that customers can post pictures with their reviews so if you look through the feedback section of a product, you'll be able to find real photos of the product you'll be receiving.
Most people are skeptical about joining and ordering off of AliExpress, but I would say that it is as safe as ordering off eBay. I've read many bad reviews about AliExpress, but I must say that I think the bad experiences could have been avoided with smart shopping knowledge. Personally, I usually buy clothing items or accessories and I limit my spending to under $20 an item. AVOID technology or electronics! You're just asking for trouble. Most bad reviews complain that they've spent hundreds on electronics only to receive a cheap dud or not having received anything at all. In the case where you are not happy with your purchase or feel like you've been scammed, you can file a dispute against the seller which AliExpress will mediate if you don't reach an agreement.
I've seen many older complaints that AliExpress always sides with the seller and refuse to give refunds. This may have been the case in the past, I can't say for sure. However, in my recent experience, I found that they were fair and ruled in my favor. I think that if they want to thrive in a consumer market, they have to improve their reputation and create a just image.
Now onto the core of this post:
There are many kinds of people in this world. On AliExpress, there are those who believe in customer service and there are those who will try to take your money by any means possible. I, of course, had the pleasure of dealing with the latter in this case.
In May of 2015, I ordered a white floral kimono from a seller on AliExpress for $6.99 USD. I was not satisfied with the product I received because it was defected. Alterations are quite expensive where I live and return shipping would have costed $8. It's completely unreasonable to have to pay more than you did for an item to have it fixed or returned for a refund when it is defected. A defective item is the seller's responsibility.
Timeline
- May 14, 2015. I ordered a white floral kimono cardigan. The reviews all seemed to be in order so I ordered with confidence.
- June 23, 20l5. I finally received the kimono, but upon inspection, the item was clearly defective. The right side of the kimono was ~2.5 inches longer than the left. There was also a finger sized hole in the back which was stitched back together. I promptly messaged the seller about the problem. I was hoping to get sent a new one, or get a refund.
- June 25, 2015. The seller finally responds, but is completely unreasonable and denies that anything is wrong with the item.
- June 26, 2015. Being unable to reason with the seller, I decided to open a dispute.
Here is the photo evidence I submitted with my dispute:
- June 26, 2015 - June 29, 2015. I tried negotiating with the seller for a refund, but they kept rejecting my offer and telling me to "return the cloth".
- June 28, 2015. The seller tried trick me into cancelling my dispute by offering to send another kimono. YOU ONLY GET ONE DISPUTE PER ORDER! Don't be fooled! It is clearly stated on AliExpress that you get one dispute per order. If you were to cancel your dispute, you would lose your buyer protection and all of your rights to a refund. This deception was the last straw!
- June 29, 2015. I escalated my dispute and ceased communication with the seller.
- July 8, 2015. AliExpress replied to the dispute and informed me that they have ruled in my favor. The buyer and the seller have a few days to put in a final word before the decision is finalized.
- July 14, 2015. The dispute was closed in my favor.
- July 16, 2015. I received my refund.
Here are the screen shots of my dispute progress and my communications with the seller. The older communications get pushed to the bottom so I will post picture in order of what you should read first.
As you can see, the process was long and the seller was definitely frustrating to deal with. Many people would say it wasn't worth it for $7, but I couldn't let them get away with it. I was quite scared that I would lose the dispute because of all the negative reviews I saw on Google, but they were all from many years ago. I believe they have stepped up their game since then.
I hope this walk through is helpful. Happy shopping! ;)
