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.
Alibaba Trade Assurance – Senior Review Offered, Evidence Still Ignored
This is a follow-up to my previous Trustpilot review regarding Order 300584319001029346.
I paid USD 2,367 (€2,072.68) deposit, through Trade Assurance for a new 2026 Infinity FE915 mini excavator. The machine has never been shipped or delivered.
I have now been dealing with Alibaba for 4 months and have submitted two full refund disputes with extensive evidence on top of scores of emails.
The supplier fraudulently presented two different machines as mine (Machine A and Machine B). The supplier then lied that Machine A had been dismantled, while its own evidence showed otherwise. The supplier later claimed the machine was “custom-built”, despite the contract identifying the product as the supplier's advertised Infinity FE915 2026 model. I did not order a specially designed machine.
The supplier lied about the travel motor brakes, safety, their CE documentation did not comply with EC standards, they lied about the dates of production. I provided evidence for all of these issues.
Alibaba repeatedly avoided addressing the actual evidence and instead focused on individual and irrelevant issues that did not answer the main complaint.
After I posted my first Trustpilot review, Alibaba publicly stated that it had escalated my case to its senior team and would conduct a proper review.
The senior team then offered me USD 1,600 instead of the USD 2,367 I paid.
I asked a very simple question:
Why is Alibaba retaining USD 767?
If the deduction is because Alibaba believes this was a customised machine, I asked them to provide the evidence proving that it was customised.
If the deduction is for production costs, I asked them to explain the costs and the contractual basis for deducting them.
Alibaba did not answer those questions.
Instead, after I had already submitted two disputes and extensive evidence, I was told to start a THIRD dispute so that another team could review the same matter.
I have now declined to repeat the same process again without an explanation of the deduction.
The contract itself identifies the machine as the Infinity FE915 (2026 model), requires it to be new, unused and manufactured in 2026, requires it to match the agreed specifications, and expressly provides that the buyer may request a full refund in specified circumstances.
I am not asking Alibaba to simply agree with me. I am asking Alibaba to address the evidence and explain the contractual basis for keeping USD 767 of my money.
So far, it has not done so.
This is no longer about a complicated technical question. It is about one simple question that Alibaba has repeatedly avoided:
WHAT IS THE CONTRACTUAL AND EVIDENTIAL BASIS FOR THE USD 767 DEDUCTION?
I will continue to seek a full refund of the money I paid.
UPDATE 26-09-2026
After my detailed follow-up, Alibaba publicly acknowledged that my core question had not been answered and promised another review. I have now been told that even the previously offered $1,600 refund cannot be processed unless I start a THIRD dispute. I have asked Alibaba to explain exactly what the third dispute is supposed to address, since the first two already contain the evidence. This is frankly a joke!
Update 10 Oct. Having being promised in an email that by submitting a THIRD dispute that they would address the deduction, so I submitted it only to be sent back to square one asking to resubmit 5 months of evidence previously submitted. So I will make another review, see above.
Alibaba.com 回复2026-09-23
Hello Nigel, thank you for coming back with this detailed follow-up, and we're sorry that the review process hasn't answered your core question to date.
Please rest assured that we have already escalated this matter. Our relevant team would conduct a detailed review of the associated details and contact as soon as possible with an update.
Thank you for stating your position so clearly.
Very disappointing experience with Nan’an City Luncang Feike Store. I would not recommend this seller.
I paid USD 72.25 for my order and waited a very long time, but I still did not receive the goods. When I asked for clear and verifiable shipping information, the seller became disrespectful and accused me of trying to “get something for nothing.”
As a paying customer, I expected professional communication and proper shipping documentation. Instead, this became a very unpleasant experience.
I would not buy from Nan’an City Luncang Feike Store again.
Alibaba.com 回复2026-09-24
Hello Yassine, we're sorry for the disappointing experience. Waiting long for an order without clear tracking is frustrating.
Based on your order information, we have located your case and are looking into it. Please rest assured that your case has been escalated to our dedicated service team. A member of our team will contact you to discuss the available next steps.
Thank you for bringing this to our attention.
A very interactive and user-friendly e-commerce platform with a wide range of suppliers to choose from. The platform gives you peace of mind throughout the purchasing process. The product I received was of very high specifications and excellent quality. Delivery was efficient, and I received regular updates throughout the entire process. Overall, it was a smooth and reliable shopping experience.
I am filing this formal complaint and review regarding my order with Foshan Kisen Home Limited for a head spa unit with a fumigator. I paid over $900 CAD for this equipment, only to discover that other suppliers like Green Life sell the exact same unit for $600 to $700 CAD with free shipping. Despite paying a premium, Foshan Kisen Home Limited wrapped and shipped the item without conducting any quality control checks, delivering a unit that arrived physically scratched, damaged, and with a completely non-functional, dead-on-arrival fumigator. Furthermore, they are dishonoring their advertised one-year warranty by demanding an additional $130 USD from me to replace the parts they shipped broken, forcing a salon owner to pay for their negligence. They completely ignored my repeated complaints sent prior to the 30-day window, used delay tactics, and failed to conduct any investigation into their damaged shipment. I demand a full refund or an immediate, free replacement of all damaged parts, and I strongly advise Alibaba Case Management to hold Foshan Kisen Home Limited accountable while warning all salon owners to avoid purchasing from this supplier. I demanded a refund through Alibaba. Scratches. On my item damaged fumigator. Rediculous customer service
UNbelievable
Ps my name is mahbubabullah
Alibaba.com 回复2026-09-24
Hello, we're sorry about the condition in which your head spa unit arrived, and we understand your frustration, particularly as a salon owner relying on this equipment.
Please reach out to our support team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number so the team can check the status of the refund request you filed and assist you accordingly.
Thank you for bringing this to our attention.
The whole process from my initial enquiry, through the sales process and delivery was managed very professionally. I was kept updated at every stage including photos. The goods were delivered well in advance of the scheduled delivery date.
Absolutely terrible! Alibaba sides with the seller 9 out of 10 times even when the seller is clearly in the wrong. I even had a seller threaten me and so I sent the screenshot to Alibaba as a violation and they saw nothing wrong with it. Also got robbed of hundreds of dollars of fake merchandise. Alibaba wanted me to send them pictures of them being fake but it was fake jewelry, how can I send a picture of fake metal? So I'm out hundreds of dollars now. Alibaba is very biased and protects sellers. Suppliers are constantly lying about stuff, the whole company is toxic and promotes lying since Alibaba protects them.
Alibaba.com 回复2026-09-23
Hello, we're sorry to hear about the experience you've had, and we understand how frustrating it is to feel that concerns aren't being taken seriously.
We want to be clear that every dispute is reviewed based on the evidence submitted by both parties. If you'd like us to look into your specific orders, please reach out to our support team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order numbers, and we'll review each case directly.
Thank you for sharing your feedback.
I was very impressed with both the product we ordered and the quality of service I received from Alibaba.
They were very quick to answer questions and to help arrange shipping. I had been slightly anxious about placing a large order online, but I would not hesitate to order from them again!
Extremely long time for shipment to arrive, almost a month.
Alibaba.com 回复2026-09-23
Hello, we're sorry for the wait and understand how frustrating it is when a shipment takes longer than expected.
If you'd like us to look into your specific order, please reach out to our support team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number, and we'll check the logistics status and assist you accordingly.
Thank you for your feedback.
Do not use this website, they side with the sellers when u have a legit right to a refund enough proof is provided and still they side with the seller’s for obvious reasons. It’s a scam. Guandong Xinhui transmission tech sent the wrong size motor ever after I had given measurements and they said they had the exact motor. Alisa, she would have to be the worse customer service representative I’ve ever spoken to. Stay away.
Alibaba.com 回复2026-09-22
Hello, we're sorry to hear about the frustration this experience has caused. We understand how disappointing it is when an item doesn't match what was agreed and a refund request doesn't go the way you expected.
Based on your order information, we have located your case. Please rest assured that we have escalated this matter for further review so that the relevant order and dispute records can be examined carefully. A member of our team will contact you directly to follow up and discuss the next steps.
Thank you for taking the time to share your feedback.
If I had the choice, I would give Alibaba zero stars. They shipped me some else’s product and asked me to ship it to the customer of their behalf. They indicated they would refund me the cost plus have my product shipped back to me. Now 2 months later, no product and no refund!
Alibaba.com 回复2026-09-22
Hello, we're sorry for the experience you've had. Waiting two months without your order or a refund is genuinely frustrating.
Please reach out to our support team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number so we can check the status of both your refund and your original item, and have the case looked into directly.
Thank you for bringing this to our attention.
Ordered Camera Lens. Got message after one week that lens is not in stock. Still waiting for refund.
Alibaba.com 回复2026-09-22
Hello Andrius, we're sorry for the wait and for the disappointment of being told the lens was out of stock after you had already placed and paid for your order.
Based on your order information, we have located your case and are looking into it. Please rest assured that we have escalated your case. Our related team will contact you as soon as possible with an update and discuss the situation.
Thank you for your patience.
Non-existent Trade Assurance customer service: 4 months of disputes, endless bots, and no refund
I bought a 150 kg industrial machine for $1,265 through Alibaba's so-called Trade Assurance. Unfortunately, the machine arrived completely defective and unusable.
I provided a complete file with PDF documents and all possible proof. I did everything in my power, and I am certainly not wasting my time playing games with this. Although Alibaba initially indicated that I was right and that the supplier should arrange a return, the case became completely bogged down.
For months, no one has handled my case: I only receive automated responses sent in a loop by bots. It is completely unacceptable not to admit that a machine simply does not work. We are talking about a 150 kg machine, 2 months of waiting, 4 months of dispute, and $1,265. If Trade Assurance does not refund me, I will deal directly with my bank for a chargeback refund. This is extremely disappointing from such a platform.
Alibaba.com 回复2026-09-21
Hello, we're truly sorry to hear about the frustration your experience has caused. We understand how disappointing it is when a product arrives not working as expected and a dispute feels like it has stalled.
Please reach out to our support team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number so we can check the current status of your case and have it reviewed directly.
Thank you for bringing this to our attention.
I had a very good experience using Alibaba. The platform is easy to use, the ordering process is straightforward, and it was easy to communicate with suppliers and keep track of my orders. Everything arrived safely, and I found the overall buying experience smooth and convenient. I’m very satisfied with Alibaba and will definitely continue using the platform for future purchases.
Still waiting for a free returns label 6 days after requesting to return it. It is so hard to speak to a person to get it sorted. Customer service is AI generated and then all you get told to do is escalate the claim. That takes a week before you get a response. So annoying and NOT an easy return service. Don't buy from here. Sellers send you a different item to what they advertise.
Alibaba replied and wanted me to get in touch with customer services but there is no point... I have done this on 3 separate occasions and I still haven't got my label!
Alibaba.com 回复2026-09-20
We sincerely apologize for the experience you encountered during the return process. We understand how frustrating it is to have difficulty reaching a live customer service representative while waiting for a return label.
Please contact our support team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz and provide your order details so that we can investigate the return request and the status of the item received.
Thank you for bringing this matter to our attention.
Alibaba and the supplier are the worst do deal with
Alibaba and the supplier are the worst to deal with, i will never use alibaba ever again. faster with temu, made i. china, or shein, you dobt get any headaches with those companies, with alibaba will always help there own people before they look after you and just close the case without any further response, I put in a dispute and turned out with the favour ot the supplier who gave no evidence at all and I gave all the evidence and I got rejected by alibaba. alibaba is very bad to deal with and they for ever to make a decision and still knock you back even with evidence. never ever use alibaba again, but they dont care, if you google alibaba they are loosing profits every day, now I know why, because they do not look at the evidence you supply but help there own people who put no evidence at all. DO NOT AND I MEAN DO NOT USE ALIBABA OR THE USE THE SUPPLIER. DONT SAY I DIDN'T WARN YOU.
Alibaba.com 回复2026-09-20
Hello, we're sorry to hear that you were not satisfied with your experience. We understand that the dispute outcome did not meet your expectations.
Please contact our support team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order details so we can walk you through the resolution and address any remaining concerns.
Thank you for your feedback.
All products purchased from Shenzen Baituda E-Commerce are of highest quality
All products we have purchased from Shenzen Baituda E-Commerce are of highest quality. High level of professionalism ,from Eugene.Fast ,generous, accurate ,polite and honest.Ready to resolve any kind of problem would appear.Happy to work with him.He is our best supplier throughout the Alibaba platform
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