NOT to be trusted. Customer service? A joke.
There is no such thing as "Customer Support" in any of ALIBABA'S policies or practices. Invariably, no matter how badly a supplier has performed, how much they have deceived and lied to a buyer, and no matter how much IRREFUTABLE evidence is presented to that effect, Alibaba will ALWAYS side with the seller. I recently had a seller lie to me about the date a package was shipped and the date it was provided to customs. It took literally TWICE the shipping time I was quoted. And yet, Alibaba ignored my evidence and decided in favor of the seller. AVOID THE ALIBABA PLATFORM IF AT ALL POSSIBLE. There are plenty of other options. UPDATE: The link you provided doesn't allow me to provide the order number, and I can't request a human agent. So, par for the course, Alibaba. Useless.