Alibaba.com connects buyers and suppliers from around the world
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Is Alibaba.com legit?
Alibaba.com (www.alibaba.com) has a 3.0 out of 5 rating on OK.one, based on 949 user reviews collected here. It is listed under Shopping & Fashion and its reputation is mixed. 21% of reviews are 1 star, a relatively high share; The business has replied to 52% of negative reviews; Reviews mostly discuss Product, Customer service. Last updated 2026-10-24.
What reviewers say
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Most reviewers were somewhat happy with their experience overall. Consumers frequently highlight the smooth purchasing process, highly efficient communication with suppliers, and consistently good product quality across all multiple orders. Many buyers also deeply appreciate the helpful support provided by agents, secure packaging, and reliable tracking services.
However, some customers also noted significant issues with severely delayed shipments, unsealed boxes, and missing components. People additionally mentioned receiving defective items, encountering unhelpful sellers, and facing difficult obstacles when requesting refunds or resolving disputes. Others expressed deep frustration regarding inadequate customer assistance when serious problems suddenly arose with their valuable purchases.
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Title: Alibaba improperly withholding $1,965.00 after approved Trade Assurance dispute
On June 21, 2026, I purchased cosmetics on Alibaba. The seller defaulted, sending completely mismatched goods that are prohibited in Brazil, making return impossible.
I filed a dispute under Trade Assurance. After a lengthy review, my refund was officially granted and approved without any objection from the seller, whose account has since been deactivated/banned by Alibaba.
The arbitration concluded in my favor on September 17, 2026. However, Alibaba still refuses to disburse the funds, trapping me in automated loops demanding screenshots of conversations that are already recorded in their own system.
The amount of USD 1,965.00 remains in escrow and was never paid to the seller. I was not just let down by a dishonest merchant, but defrauded by Alibaba itself, which failed to honor its buyer protection guarantee and is wrongfully withholding my money.
I demand the immediate release of my approved refund.
Order: 305775198501021391
Buyer: Márcio Ribeiro
Reply from Alibaba.com2026-10-22
Hello, we deeply apologize for the incorrect goods you received and understand the difficulties you may have encountered during the refund application process.
Please rest assured that we have escalated your case. Our related team will contact you directly to discuss the situation and work with you toward a resolution as quickly as possible.
Thank you for bringing this to our attention.
Alibaba Trade Assurance Failed to Protect Me — $170 Lost, $400 More Demanded
I placed a $170 order for four samples to evaluate their quality and determine whether I could build a profitable business relationship with the supplier.
Before shipment, I specifically asked about DDP shipping because I was concerned about unexpected customs costs. The supplier said DDP was unavailable and that I would handle customs clearance. I acknowledge the DAP terms.
However, when the shipment arrived in Turkey, the estimated customs clearance costs reached TRY 20,000–30,000 or more, several times the order value.
Here is my question: If importing just four samples costs several times their value, how am I supposed to make a profit? Why would I ever place a larger order?
I requested that the goods be returned. FedEx officially confirmed in writing that the shipment remained in customs storage because the sender had not approved the return charges.
The supplier considered the return too expensive for itself, yet expected ME to bear the costs. It subsequently requested $400 as security for returning a $170 order, without providing an itemized carrier quotation.
How can a return be too expensive for an established exporter but supposedly reasonable for a customer ordering four samples?
Despite the evidence, Alibaba proposed a $0 refund. I am challenging that decision.
I understand contractual responsibilities, but customer protection should mean more than simply repeating “DAP” while ignoring whether the proposed resolution is commercially reasonable.
What is the real value of Trade Assurance if the buyer bears the entire financial loss and is offered no workable resolution?
This experience has completely destroyed my confidence in Alibaba.com. I will not place another order through this platform.
Reply from Alibaba.com2026-10-22
Hello, we are very sorry about how this sample order ended — the estimated customs clearance costs several times the order value, and the supplier requested $400 to send back a $170 order, we can well understand that the resolution felt impossible to accept.
Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with the order number and any additional evidence you'd like us to consider, so we can conduct a proper review of your case.
Thank you for taking the time to share your feedback.
I was granted an approved "Fast Refund." However, for reasons unknown to me, its processing has been delayed for 29 days and counting. Throughout this entire period, I have contacted customer support daily, demanding a clear explanation and a concrete solution. Yet, instead of receiving direct answers, I have been continuously provided with the exact same template message: "Your case is being reviewed by a higher team."
This response has been repeated so frequently that it no longer contains any useful information regarding the actual status of my case or the timeframe for my refund.
The following circumstances are of particular concern:
1. Unacceptable 29-Day Delay Without a Clear Explanation
My fast refund was officially approved, yet its processing has been delayed for 29 days and remains unresolved. No one has provided me with a clear, well-founded explanation for this delay or a specific completion date for the refund transfer.
2. Over 40 Repetitive Emails Without Substantive Answers
The so-called "higher team" has sent me more than 40 emails containing virtually the same boilerplate message asking me to "please exercise patience." Despite this overwhelming volume of correspondence, I have not received a single substantive answer to my questions or an explanation of what exactly is obstructing the refund process.
3. Failure to Provide Proper Delay Notification
To this day, I have not received a proper, official notification specifying the reasons for the delay and the newly established timelines for resolving the issue. The higher team consistently fails to respond directly to my emails, even though email is the only available communication channel I have with them.
4. Systematic Evasion of Direct Answers by Customer Support
Despite reaching out to customer support daily, my specific questions continue to be met with the same scripted response stating that the case is being handled by a higher team. Simply repeating a standard template does not constitute an investigation into the problem and fails to yield a resolution. As a customer, I have a legitimate right to expect a clear explanation of the situation, information on the actions being taken, and definitive deadlines for the return of my funds.
5. Public Admission of Procedural Failures Without an Actual Solution
Following the publication of my initial review, Alibaba.com publicly acknowledged their failure to adhere to standard procedures. However, the subsequent response I received was virtually identical to the generic templates used by other customer support staff. This raises serious doubts about whether my case was genuinely investigated and whether anyone has actually taken responsibility for finalizing the issue.
6. Misclassification of the Problem and Shifting Blame Onto the Buyer
Based on the information available to me, the root cause is inherently linked to an internal system glitch or operational deficiencies on the part of the employee responsible for handling my case. Nevertheless, the situation appears to have been reclassified as if the issue stems from my initial request. I strictly object to any attempts to hold me responsible for this delay without compelling evidence. If the problem is caused by Alibaba.com's internal processes, the buyer must not bear the consequences of such failures.
Conclusion:
I strongly advise everyone against doing business with Alibaba, as they clearly show utter disregard for both their clients and basic human rights.
Reply from Alibaba.com2026-10-21
Hello, we are very sorry for the experience of waiting 29 days on a refund that had already been approved. When you received over 40 repetitive emails without substantive answers, we can well understand how frustrating and disheartening that becomes.
To get your case a real answer rather than another template, please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number and state that you are requesting the status of your approved "Fast Refund", including the specific reason for the delay and a completion date.
Thank you for laying out the facts point by point.
(!)WARNING: Xiamen Oula Information Technology Co., Ltd. — Insulted by Supplier Representative Jonny Edia, Then Blocked
I am a business owner currently developing a new clothing line for one of my brands, and was using Alibaba.com to find reliable manufacturing partners for what could become a substantial long-term business relationship involving five figures in recurring monthly purchases.
Unfortunately, my experience with **Xiamen Oula Information Technology Co., Ltd.**, specifically its representative **Jonny Edia**, was one of the most appalling and unprofessional business interactions I have ever encountered.
We were discussing an initial order of 50 custom T-shirts to start in order to develop confidence in consistency. I was quoted $115 for shipping and $844.50 in total, supposedly including customs duties, with an estimated delivery timeframe of 18–25 days.
I simply wanted clarification regarding the total landed cost, including manufacturing, printing, shipping, customs duties, and logistics.
These are entirely reasonable questions for anyone conducting international business.
Instead of professionally addressing my concerns, Jonny Edia responded with the following:
**"Are you sick or something? You idiot, look at the order. Your country's tax revenue has nothing to do with me. Get lost, if you have an issue, go find your own government. Are you trying to act tough with me?"**
Yes, that is an actual response from someone representing a supplier attempting to secure international manufacturing orders.
As if the insults weren't enough, **Jonny Edia subsequently BLOCKED ME on Alibaba**, preventing any further communication.
My Alibaba Messenger now explicitly states:
**"You cannot send a message because you have been blocked."**
So, rather than addressing a prospective customer's legitimate concerns about pricing, this representative resorted to personal insults, offensive remarks, and ultimately blocking communication altogether.
What makes this particularly astonishing is that this wasn't simply a one-time purchase. I was evaluating manufacturers for an expanding clothing brand with the potential to generate significant recurring business.
I have been involved in business for years, and I cannot recall encountering this level of hostility from someone supposedly interested in earning a customer's trust.
**Let me be absolutely clear: I was not asking for anything unreasonable. I wanted to understand exactly what I was paying for before committing to an international transaction.**
If this is how a supplier treats potential customers BEFORE receiving payment, it raises serious questions about how disagreements involving production mistakes, quality issues, shipping delays, or refunds might be handled.
For anyone looking to identify this supplier, the company is:
**Xiamen Oula Information Technology Co., Ltd.**
**Alibaba storefront identifier: xmola888**
**Representative: Jonny Edia**
I have screenshots documenting the conversation, the exact insults, the supplier's identity, and the subsequent blocking.
I understand Alibaba operates as a marketplace and that its suppliers are independent businesses. However, I believe Alibaba has a responsibility to investigate reports of abusive conduct by businesses operating on its platform.
I am publicly sharing this experience because other entrepreneurs and business owners deserve to know how this particular supplier communicated with a prospective customer.
**My recommendation: Exercise extreme caution when considering Xiamen Oula Information Technology Co., Ltd. as a manufacturing partner.**
A professional manufacturer should welcome questions about pricing and logistics, not insult prospective customers and block them when they seek clarification.
I sincerely hope Alibaba investigates this incident and holds its suppliers accountable for unacceptable professional conduct.
**One star. An extraordinarily disappointing experience that completely destroyed my confidence in this particular supplier.**
Reply from Alibaba.com2026-10-21
Hello, thank you for sharing this — and we are genuinely sorry for you being told to "get lost" and called an idiot while simply trying to confirm a landed cost before committing to a partnership.
Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with more details, so the available records can be reviewed and you can be advised of any next steps.
Thank you again for the detailed feedback.
32974668501045703
This case number is not normal.
Waiting one week for my 3000 usd.
Seller blocked me don’t send a video if the goods and alibaba don’t take me serious and refuse my refund.
This gonna be big trouble for alibaba trust my words
Reply from Alibaba.com2026-10-20
Hello, we deeply apologize for making your refund so difficult and understand your frustration and helplessness.
Please rest assured that we have urged the relevant teams to resolve your issue as soon as possible.
Thank you for bringing this to our attention.
Made 2 claims on your online platform for being overcharged $80 above the advertised price. One in the complaint section, one on Trade assurance page. I contacted customer service twice for an update on my claims and did not get a response. This was my first time on Alibaba. I doubt if I would use them again.
Reply from Alibaba.com2026-10-21
Hello, we are very sorry that your first experience with us ended this way and we can well understand the disappointment.
Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number and other details, so we can look into this further and handle it for you as soon as possible.
Thank you for giving us the chance to make a first impression right. We appreciate you reporting this.
This is my first time shopping on this platform; I’ve really enjoyed the experience and would definitely shop here again. I managed to find a product that is no longer sold elsewhere. Shipping is a bit pricey, but it’s worth it.
Yet another shyster company. I make DIY minature houses for fun. There is a particular one that I really have been searching for and was so happy to find it on the site. I contacted the company and someone named “Amy Chen”told me I could purchase a single unit. The next day I contacted Amy again and she told me it was no longer available yet it showed on their site as available. I contacted her again and she again told me it is out of stock and item would be taken down from website. I checked again today and there it is but now Amy tells me I can purchase it if I buy 500 units . What a lying shyster unethical company. I am glad they never had my financial information. Please DO NOT engage with these unethical people. The items advertised are NOT there. Save your cash.
Reply from Alibaba.com2026-10-19
Hello, we understand your bad mood of repeatedly being told by the seller whether or not can buy the product you have been wanting to buy. This is not the experience we hope anyone get when searching for a specific product on this platform.
We are sorry for your experience. If you have any questions, please feel free to contact us and we will assist you shortly:
https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz
Thank you for bringing this to our attention.
We are very pleased with how the transaction went, as well as the purchasing process—Mia Wang followed up throughout the entire time. It turned out that delivery to Europe was completely seamless, as was the handling of the documentation. And last but not least, the reason we chose this supplier is their professionalism; they are a company we trust 100%.
Buyer protection is weak. If you open a case, and the seller is not responding, the case will be closed in favour of the seller.
"If the supplier neither responds nor rejects your request within 3 business days*, the system will assume that the two parties have not reached an agreement on a refund and will automatically close the dispute."
Don´t trust the promises!
Reply from Alibaba.com2026-10-19
Hello, we are very sorry that your experience may lead you to the conclusion that buyer protection is weak, and we also understand your frustration.
Please contact our service team at: https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz and provide us with your order details. We will review your order records and resolve your issues as soon as possible.
Thank you for bringing this to our attention.
Alibaba Trade Assurance Failed to Protect My Business – $2,400 Dispute Left Unresolved
I am the CEO of an Italian food manufacturing company, and my experience with Alibaba Trade Assurance has been extremely disappointing.
On May 25, 2026, I purchased an industrial biscuit-making machine from a supplier on Alibaba for USD 2,400, under a Trade Assurance contract.
The machine was delivered on September 17, 2026, in a condition that raised serious concerns: visible oxidation, dirt, residues and signs of wear, despite being purchased as new.
Furthermore, the supplier failed to provide the complete technical documentation, requested EU conformity documentation and customs clearance documents.
I opened a refund dispute, but Alibaba canceled it because I had initiated PayPal chargeback proceedings.
Both PayPal cases were subsequently closed and rejected. I received no refund.
Despite repeatedly sending Alibaba the official PayPal decisions, its system continues to treat the chargebacks as unresolved, preventing me from proceeding with my Trade Assurance claim.
I have contacted Alibaba Customer Service numerous times and escalated the matter to its Senior Customer Service Team.
The responses have been repetitive and unhelpful. Representatives repeatedly promise urgent investigations but provide no verifiable resolution, no confirmed new Trade Assurance dispute number and no clear filing deadline.
One representative even stated that my dispute had been formally registered but could not provide a case number or registration date.
This raises a serious question: what protection does Trade Assurance actually provide when the platform's own payment-status system prevents a buyer from submitting a claim?
After months of correspondence, I am still without a refund or a satisfactory resolution.
My experience has seriously undermined my confidence in Alibaba's buyer protection and dispute resolution procedures.
I strongly advise businesses purchasing machinery through Alibaba to carefully examine the Trade Assurance terms, document every transaction and understand the limitations of the dispute process.
I expect Alibaba to provide a substantive response and a fair resolution to this case.
Paolo Bacchini
CEO – Igea Plouton S.r.l.
Italy
Reply from Alibaba.com2026-10-21
Hello, thank you for laying this out so carefully and you deserved a clearer path than that.
We would like to check the specific record. Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number, so we can look into this further.
We appreciate the opportunity to answer this one properly.
Ciao Heisey sei mal informato e non leggi , superficiale
Ciao Heisey
Solo che tu legga la chat sai di dire una FALSITÁ
Il venditore ammette che la spedizione sta tornando a lui perché NON è possibile spedire la merce .
Questo ovviamente non è colpa mia e perciò RIVOGLIO TUTTI i miei soldi e i crediti .
Se per te non va bene dammi la prova che sta arrivando il pacco e prima senti il venditore e rileggi attentamente la chat .
Dopo puoi affermare che NON è come dici e mi dovrai fare le scuse .
Intanto continuerò a diffamare Alibaba per incompetenze e superficialità nell’analizzare i casi .
Attendo tue a breve
Claudio
Inviato da iPad
Il giorno 17 ott 2026, alle ore 14:27, service > ha scritto:
Hi Tosi ,
Thank you for contacting Alibaba.com. This is Heisey from Alibaba.com Customer Service Senior Team. This email is regarding your concern about the issue with order 33047572501047436.
We understand the frustration this may have caused and want to assure you that we are working on resolving it for you.
Regarding your issue, here is the proposed solution:
After verification by the relevant team, your order has already been shipped, so we are unable to refund the credit.
If you have any objections to the proposed solution, provide additional information, or have any other questions, please feel free to reply to this email.
Thank you very much for your cooperation and support. We cherish you as our precious customer always and may you the best.
Best regards,
Heisey
Alibaba.com International Customer Service Team
19-10-26
In risposta vi dico che ad oggi dopo ben 21 giorni dall'ordine che NON arriverà mai x PROVE inconfutabili , NON si è visto assolutamente nessun rimborso con i crediti che mi spettano . Aspettate gente aspettata . Saluti
Reply from Alibaba.com2026-10-19
Hello, we understand your bad mood of not receiving the goods but being informed by the seller that they are in transit, and we deeply apologize for the unpleasant shopping experience you had.
Please rest assured that we have escalated this matter and a member of our related team will contact you directly. We will work to resolve your dispute as soon as possible.
Thank you for bringing this to our attention.
We ordered luxury boxes through Alibaba in May 2026 and when they arrived were faulty and we requested them to be returned and be issued with a full refunded. We are now 5 months in and still been messed around by them and no refund
DO NOT BUY FROM THEM AS THEY DO NOT SUPPORT CUSTOMERS WHEN THERE ARE ISSUES
Reply from Alibaba.com2026-10-19
Hello, we deeply apologize for the quality issues with the goods you received and understand your urgent desire for a refund.
If you're willing to share your order details, please reach out to our service team at: https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz. So we can look into this further and resolve your order issue as soon as possible.
Thank you for bringing this to our attention.
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