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 has been my worst business nightmare. I paid approximately $9,000—almost $10,000—for an order more than a year ago, and I still have not received it.
When I contacted Alibaba customer service, they told me my buyer protection had expired and referred me to their senior customer service team. That team requested proof of everything, and I provided it all. Since then, I have received no response or resolution.
This situation has dragged on for almost two years, yet the supplier is still on Alibaba. I have seen no evidence of an investigation or any action to get my order delivered or my money refunded. I am left facing a $9,000 loss.
How can Alibaba allow this to happen on its platform? My experience has destroyed my trust in Alibaba, and I cannot recommend it to anyone doing business my order number is 238554466001020906 company’s name Zhijiang Caiya plastic co.Ltd. pay by Alibaba platform.
Alibaba.com 回复2026-10-09
Hello, thank you for laying this out — and we're sorry. A payment of almost $10,000 with no goods and no answer is a serious matter.
Please reach out at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with the order number and state you have not received the product. This will allow us to look into your case more thoroughly, and take the appropriate next steps.
Thank you for sharing this and bringing it to our attention.
Very disappointing experience. My bulk order differed from the sample in size and proportions. I raised the issue, but my refund request through Alibaba was rejected. Based on my experience, I would not recommend this supplier or order from them again.
Alibaba.com 回复2026-10-09
Hello, thank you for sharing this — we understand how disappointing it is when a bulk production run doesn't match the sample you approved.
Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number. We'll take another look at how the case was assessed.
Thank you for your feedback, and we're sorry this didn't go the way you'd hoped.
85 days, a parcel never delivered then destroyed, a refund refused. A $50 credit came only after this review. (testo anche in italiano)
(traduzione in italiano di seguito)
Less than an hour after ordering I noticed a typo in my postal code (my mistake; street, city and phone were correct) and asked the supplier to fix it before shipment. He refused: "the platform will penalise me." The carrier logged one tracking event on 10 August and never attempted delivery; the label carried no phone or e-mail. I asked twice more, through the supplier and Alibaba Logistics, to correct one digit. Nothing happened. On 10 September the parcel was returned to Alibaba's own warehouse in Italy. The supplier asked for my correct address to reship; I sent it within hours. Nothing was shipped.
On 27 September mediation ruled: refund 0 USD, my fault. The decision cited a reshipment e-mail "sent to me" that never existed. My appeal, with ten documents, got a "final decision" eleven hours later, identical word for word. Four more messages to support, four templated replies. On 18 October the warehouse destroyed the parcel.
What changed things was this review. Three days after posting it, the case was escalated and a USD 50 credit was offered. Accepting it took another week: the offer asked me to reply "YES" to an address that does not accept replies, and live chat promised an answer "within one day" that never came. The credit finally appeared on 18 October and I have used it to reorder the same part. So: compensated, in the end. Refunded, never.
(traduzione in italiano in fondo)
Alibaba was fair in the one thing that counted. It was not fair in the three months before, when its logistics refused to fix one digit before shipping, never tried to deliver, blamed me, and ignored evidence. Buyers: if a correction is refused before shipment, cancel immediately. Do not expect Trade Assurance to protect you afterwards.
____________________________________________
Ordine 308815355501029201, Trade Assurance, spedito da Alibaba.com Logistics (ALS01851984007). Pagato il 28 luglio 2026, 42,41 €.
Meno di un'ora dopo l'ordine mi accorgo di un refuso nel CAP (errore mio; via, città e telefono erano corretti) e chiedo al venditore di correggerlo prima della spedizione. Rifiuta: "la piattaforma mi penalizzerà." Il corriere registra un solo evento il 10 agosto e non tenta mai la consegna; sull'etichetta non c'erano né telefono né e-mail. Chiedo altre due volte, tramite venditore e Alibaba Logistics, di correggere una cifra. Non succede niente. Il 10 settembre il pacco rientra nel magazzino italiano di Alibaba. Il venditore mi chiede l'indirizzo corretto per rispedire; glielo mando in poche ore. Non parte nulla.
Il 27 settembre la mediazione decide: rimborso 0 USD, colpa mia. La decisione cita una mail del "reparto rispedizioni" mai esistita. Il ricorso, con dieci documenti, riceve una "decisione finale" undici ore dopo, identica parola per parola. Altri quattro messaggi all'assistenza, quattro risposte in serie. Il 18 ottobre il magazzino ha smaltito il pacco.
A cambiare le cose è stata questa recensione. Tre giorni dopo averla pubblicata il caso è stato riaperto e mi è stato offerto un credito di 50 USD. Accettarlo ha richiesto un'altra settimana: la mail diceva di rispondere "YES" a un indirizzo che non riceve risposte, e la chat prometteva una risposta "entro un giorno" mai arrivata. Il credito è comparso il 18 ottobre e l'ho usato per riordinare lo stesso pezzo. Quindi: compensato, alla fine. Rimborsato, mai.
Alibaba è stata corretta sull'unica cosa che contava. Non lo è stata nei tre mesi precedenti, quando la sua logistica ha rifiutato di correggere una cifra prima di spedire, non ha mai tentato la consegna, ha dato la colpa a me e ha ignorato le prove. A chi compra: se rifiutano una correzione prima della spedizione, annullate subito. Non aspettatevi che Trade Assurance vi protegga dopo.
Alibaba.com 回复2026-10-09
Hello Marco, thank you for laying out the dates, tracking numbers and quoted messages so precisely — and we're sorry for your experience.
Based on the order number, 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 directly to discuss the situation and work with you toward a resolution as quickly as possible.
Thank you for bringing this to our attention.
I request a senior human review of the following connected inconsistencies concerning Cangzhou Huaye / Huaye Zhike:
1. Product specifications: L3-100 Pioneer was presented with 3D/ultrasonic detection and spray-arm movement according to vehicle width, while L2-100 is documented as a different configuration. Huaye/ZK catalogues also show different specifications for L3-100 and L3-200. كتلوك هنري .pdf
2. Model identity: John Lee presented LM360 Mini, while Kevin Lou stated in writing that “LM360 is I4-100 type, not L3-200pro.” Please verify the official relationship between LM360 Mini, I4-100, L3-200 and L3-200 Pro.
3. Commercial documents: Different quotations, prices, model names and configurations were provided, including an L3-100 Pioneer offer and a later PI identifying LM360 MINI. Please verify which exact model and specification were actually offered.
4. Representative authority: John Lee presented himself through Alibaba as Director of Huaye and issued quotations/PI, while another Huaye representative later described him as an external Chinese trader. Please verify his actual relationship and authorization.
5. Corporate / patent documentation: Patent documents are associated with Cangzhou Zhike and identify Liu Shaobo as inventor, while corporate documents identify Cangzhou Huaye and Liu Shaobo. Please verify the corporate relationship and relevance of these documents. I am not alleging patent infringement.
6. CE documentation: The submitted certificate TTC-22-2305/01/01 lists Huaye and L3-100 among the covered models, with expiry shown as 22 May 2027. I am not claiming it is expired. Please verify its scope and whether the specific L3-100 Pioneer configuration represented to me is covered.
Relevant history: Report #1639401 / Appeal #1854602; current Report #1702611 / Appeal #1924201.
I request one consolidated factual review of the existing evidence and a clear written determination, rather than treating these issues as separate complaints.
Alibaba.com 回复2026-10-09
Hello, thank you for setting out the points in details. Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz, and submit the problems together, as you have done here, is the most effective way to have them assessed.
Thank you for the precision of your summary.
BE VERY CAREFUL. When you download the app, you are automatically subscribed to a paid plan—in my case, the most expensive one at 100 euros—without even realizing it. In fact, they don't ask you to create a password for your account. I only found out when I went to cancel the plan and a message popped up telling me I needed to set a password. They will likely reply to this message claiming they tried to contact me; they already have, and the response was that they won't refund my money (even though, in my case, I only downloaded the app and never actually used it).
Alibaba.com 回复2026-10-09
Hello, thank you for flagging this so clearly — being charged for a plan you did not knowingly choose, and only discovering it when trying to cancel, is genuinely stressful, and we're sorry the experience has been this frustrating.
Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with the email address linked to the account and the subscription or receipt details. We will re-check it and come back to you with a specific outcome.
Thank you for taking the time to describe the steps in detail.
Third one star review for Alibaba within just a few weeks. I’m definitely done doing business there.
The dispute process is unbelievably messy. I never received my order — the tracking number and Alibaba’s own website both show that it never even left China. Yet they keep asking me for “evidence” that I didn’t receive it.
The person handling my refund has already sent me two messages saying they will work on my request after their holiday ends on October 8th. No mention of additional evidence. But at the same time, this same person keeps setting the dispute status to “Buyer is required to submit more evidences” with a deadline. If I don’t upload anything, I automatically lose the case.
The first time this happened, I contacted customer support — completely useless. So I uploaded the same evidence again.
A few days later, I received the exact same meaningless message: wait until October 8th, also suggesting to accept the seller’s proposal, no request for evidence. And again, the dispute was set to “Buyer is required to submit more evidences” with a new deadline. And there is absolutely no seller’s proposal.
They’re doing everything possible to make sure the buyer doesn’t get a refund, even when the order never left China.
Alibaba is a genuinely scammy platform.
Shame on me for trying to purchase from Alibaba more than once.
PS: Their replies to negative reviews are just as scammy. The “contact” they provide is the exact same customer service you already have access to through their webiste — and they’re absolutely no help.
Alibaba.com 回复2026-10-09
Hello, thank you for setting out the timeline message by message — and we're sorry for your experience.
We also hear your postscript: a contact link that leads back to the same answers is not a genuine next step. When you reach us at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz please give your order number and state clearly your request so they can investigate further and take the appropriate action.
Thank you for taking the time to share your feedback.
fast efficient response to questions.. Quality of products is excellent.. Delivery and service of the highest standard... Highly recommend this company..
Alibaba senior PR team provided a broken investigation link (ai.alimebot) that routes to an error page inside China (error.taobao). This is a formal appeal under active Case #1702611 and Appeal #1924201 against the factory "Cangzhou Huaye". I demand an independent human compliance audit into their structural technical discrepancies, dynamic L3-100 Pioneer specifications, utility patent misrepresentations, and expired Turkish CE certificates to protect global trade safety.
Alibaba.com 回复2026-10-08
Hello, thank you for following up, and we're sorry that the page you were given did not open as expected — we understand how frustrating that is.
Please try reaching our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz from the browser you normally use. So we can look into this further and advise the next step.
Thank you.
La presa in giro continuerà all’infinito ?? Ogni gionro mi rispondo questo da più di un mese e nessuno fa nulla il mio rimborso risulta sospeso e non riesco a riavere i miei 650 dollari !!!
Hello Daniele, we're sorry for your experience and based on your order information, we have located your case and are looking into it.
Your case has already been escalated to the senior team and the relevant team would continue to follow up your case and contact you as soon as possible. Please pay more attention to the inbox of your registered email address.
Thank you for bringing this to our attention.
Alibaba.com 回复2026-10-08
Hello Daniele, we’re sorry for the prolonged delay and the frustration you’ve experienced.
We have already escalated your case to the senior team and the team would continue to keep you updated on our progress.
Thank you for your continued patience.
Vendor is very responsive and helpful! Material was exactly as described. Seller actually prevented me from purchasing an incorrect product when they realized my description of what I wanted did not match what I had initially attempted to purchase. Thats GREAT customer service!
alibaba doesnt make sure that alibaba can ensure that everything can be deliver to customers, if there will be extra payment for the shipment make sure you will be the line of communication as well
alibaba doesnt make sure that the customer can received their goods properly, they dont have a control on the delivery of the items they keep on saying its according to the customs which they should be the one assisting the customers and contacting the customs and rely to the customers the fee to avoid scam but unfortunately they will let you deal and wonder with that. kind of problem
Alibaba.com 回复2026-09-30
Hello, thank you for sharing this — you raise a point that matters to many buyers, and we're sorry your delivery experience left you handling customs and unexpected fees on your own.
To clarify how responsibility for delivery is divided: it depends on the trade term agreed on the order. Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number and the trade term shown on the order. With that, we can check who the clearance responsibility falls to on your specific order and how the case was handled.
Thank you for the detailed suggestion.
Warning: Systemic refund fraud and bot stonewalling.
Alibaba is running a highly profitable micro-fraud scheme. When issuing a refund for a faulty product, their system intentionally deducts the platform fee from the refund ammount, instead of rewaiving it. Consumers are forced to pay for their system error. Since August, their customer support has completely stonewalled me with useless, automaticly nonsensical answers and email templates to run out the time clock.
Reappointing fees from millions of consumers is illegal enrichment.
I have officially reported Alibaba to the European Commission under the Digital Services Act (DSA).
Avoid!
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Concerning the latest reply of Alibaba, i would likke to add, that i tryied to resolve the case in a meangfull way, but your management team is not problem solving oriented:
"Upon review, for order 29439936501043316 the payment processing fee 0.35€ is not refundable. Because when you make a payment on Alibaba.com, the platform incurs certain processing fees from card networks and payment partners. According to the rules set by these networks, they retain these processing fees even if a refund is processed. Therefore, the payment processing fee of this order is not refundable. I apologize sincerely for the loss you've experienced."
Alibaba.com 回复2026-10-08
Hello, thank you for setting out your concerns precisely, and we're sorry that both the refund calculation and months of follow-up have left you feeling you were being run out of time.
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 and assist you accordingly.
Thank you for bringing this to our attention.
I had a very positive experience working with Jenny from Guangzhou Forest Packaging Co., Ltd. through Alibaba. Communication was always friendly, fast and professional. She understood my requirements for the customized Studio garment bag very well and paid great attention to the details. The sample was beautifully made, and I especially like the gold logo printing. Jenny was very helpful and reliable throughout the whole process. I am very satisfied with the cooperation and look forward to placing future orders with her.
I am very happy with all my order! The quality is very good, they were very attentive to all my details that I was asking, I always got good answers and they took the time to meet all the things I was asking. My logos are perfect and respect exactly what I needed. I will definetely do business with you again! Thanks for everything!
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