Broken bookshelf and unacceptable dispute handling
I am extremely disappointed with my experience purchasing from Chongqing Bomuxuan Furniture Co., Ltd. through Alibaba. I purchased a bookshelf from this company on 23/05/2026 and did not receive it until 23/07/2026, approximately two months later. When I opened the package, the bookshelf was damaged. The timber was cracked and there were dents and marks caused by loose screws moving around inside the packaging. I photographed the damage immediately. I contacted the seller as soon as I discovered the damage and they initially agreed to refund me. However, I never received the promised refund. I then opened a dispute through Alibaba. This is when the situation became extremely frustrating. The seller claimed that I had provided the wrong delivery address. I paid through PayPal, which had my correct delivery address attached to the payment, and the parcel was successfully delivered to that correct address. Despite this, the seller produced an address label that did not match the correct address attached to my PayPal payment and continued claiming that I had supplied the wrong address. I completely dispute that claim and have evidence showing the correct address used for my purchase. The seller also claimed that I had signed for the delivery, which is simply not true. The delivery driver left the package at my door and drove away. I have a text message sent to the delivery driver immediately after delivery showing that I had collected the parcel from my door and discovered it was badly damaged after opening it. I did not sign for the parcel. The seller also questioned why I did not open the package in front of the delivery driver. In Australia, customers do not normally stand there unpacking and inspecting a large piece of furniture while a courier waits. Parcels are commonly delivered to the door and the driver leaves. Suggesting that I should have opened the entire package in front of the driver does not change the fact that the item arrived damaged. Because the seller had initially agreed to refund me but then began disputing what had happened, I became concerned that I would be left out of pocket with a broken and unusable bookshelf. I therefore raised a dispute through PayPal. PayPal agreed to refund the purchase, but the seller required the damaged bookshelf to be returned to China. The bookshelf weighs approximately 7 kg, and the original shipping charge alone was AUD $101.89. I paid approximately AUD $195.59 in total for this order. I do not believe it is reasonable that a customer should have to deal with the cost and difficulty of internationally returning a large damaged piece of furniture when it arrived broken through no fault of their own. I have evidence supporting everything I have stated, including photographs of the cracked and damaged bookshelf, photographs of the packaging, the shipping label, my Alibaba receipt, my PayPal payment details showing the correct delivery address, and my communication with the delivery driver immediately after delivery. At this point, this is not even about the approximately $200 anymore. It is about principle. I believe the way this matter has been handled is wrong, and I am not prepared to simply accept it. I received a damaged product, reported it promptly and provided evidence. I should not then have to defend myself against claims about an incorrect address or signing for a delivery when I have evidence showing otherwise. I will continue to stand up for myself because customers should not be treated this way. What makes this even more disappointing is that I previously had very positive experiences with other Alibaba sellers who were helpful, honest and accommodating. Unfortunately, my experience with Chongqing Bomuxuan Furniture Co., Ltd. has completely damaged my confidence in shopping through Alibaba. Based on my experience, I would not purchase from this company again. I strongly recommend that anyone considering buying from this seller document absolutely everything, including the condition of the package and product immediately after delivery, all messages with the seller, and all payment and delivery information. Reply to you message posted on the 28/08/2026 Thank you for responding, however I will not be contacting support again. I have already spent more than enough time trying to resolve this through Alibaba and provided extensive evidence during the dispute process. Posting a public response asking me to contact support may give the appearance that further help is available, but that does not reflect my actual experience with Alibaba’s dispute process. My review is based on what genuinely happened, and I am leaving it here so other buyers can make an informed decision before purchasing through the platform.