AliExpress
Seller Never Refunded Phone Without WiFi After Return to China

I purchased a cell phone from a seller named Tan Wu on Aliexpress.com. I double-checked with the seller that this phone supported WiFi, which is why I bought it. Here is what I had to write up for my bank:

I purchased a cell phone from a seller named Tan Wu on the website Aliexpress.com. On September 18, I emailed the seller to confirm that the model I was ordering supported WiFi. He said yes. I went ahead and purchased the item on September 23. I received a shipped email on September 26. I received and signed for the package on Friday, October 8.

I tried the phone out, and there was no WiFi capability. I discussed this with the seller, who claimed the listing never said that this phone has WiFi capability. I emailed him to double-check this, and he said yes. He agreed to let me return the phone. On Tuesday, October 12, I paid $10.74 at my own expense to ship it USPS First Class International back to China. I emailed him that night. I waited, and then on Monday, October 18, I sent a second email.

I was able to instant message the seller on Wednesday, October 20, and I confirmed with him the tracking number I used to send the package back. On October 20, I had to file a refund dispute through the Aliexpress website, or else I was told the escrow money would be released to the seller. I received a confirmation email, but no follow-up from customer service. I emailed the seller on October 28 to ask if he had received the package. No response. I emailed customer service to get a status on my dispute, and I received a response on November 1, addressed to the wrong name but with the correct order number, saying they would contact the seller to see if he had received it. I emailed the seller again on November 14 to ask if he had received the package. No response. I have not heard from Tan Wu or Aliexpress.com since. My understanding is that my return package left the country via Long Island on October 14.

I wanted to believe that I could buy a cheap cell phone with WiFi just for checking emails. I originally thought the idea of this website was pretty neat, and they even claim to hold the money in escrow from the seller until I am satisfied. I initiated the return procedure and even the dispute procedure, and either way I still do not have a refund. I am off tomorrow to mail out 29 pages to my bank so they will credit me for this.

For what it is worth, here is Alibaba's US office:
3945 Freedom Cir., Suite 600
Santa Clara, CA 95054
USA
Tel: 408-748-1200
Fax: 408-748-1200

Company: AliExpress
Country: China
City: Hangzhou
Address: 699 Wang Shang Road Binjiang District
Phone: 8657185022088
Site: aliexpress.com

  <     >