Dear DHgate Customer Protection Team,
Dear DHgate Customer Protection Team, I am submitting a formal complaint regarding the seller luckingcloth and requesting an investigation into the handling of my dispute. I paid USD 59.11 for two tracksuits, but I received only one. Furthermore, the item I received had a defective zipper. This means that I did not receive the goods I paid for in the agreed condition. I contacted the seller several times and opened a dispute through DHgate. I submitted photographs showing the defective zipper and explained that the second tracksuit was missing. Despite my efforts, the seller refused to resolve the problem and claimed that the zipper had been damaged after delivery. The seller provided photographs of a packaged item, but these photographs do not establish that both tracksuits were included in the parcel or that the zipper was functioning correctly when I received it. What concerns me most is that DHgate closed my dispute, rejected my refund request due to insufficient evidence, and released the payment to the seller, even though my complaint about the missing item and the defective zipper remained unresolved. I was also unable to submit a further review request before the October 10 deadline because I did not properly understand the English instructions. This was not an indication that I accepted the decision. I have repeatedly tried to resolve this matter through the available channels, without success. I believe the seller’s explanations are misleading, and I am extremely dissatisfied with the way my complaint has been handled. I am therefore formally requesting: 1. A review of the decision to close my dispute and release payment to the seller. 2. An investigation into the seller’s conduct and the evidence provided. 3. Verification of the shipment records, parcel weight, and any packing evidence establishing whether both tracksuits were actually shipped. 4. A full refund of USD 59.11, as the order was incomplete and the received item was defective. 5. A written response from a senior customer protection representative explaining the outcome of the investigation. I have attached screenshots of my order, the defective product, the seller’s statements, and DHgate’s decision. I expect this complaint to be reviewed seriously and independently, rather than simply being referred back to the seller or the closed dispute. Sincerely, Armin Ibrahimi