The worst customer support service.
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.