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Hey all,
Been using AliExpress for small inexpensive things last year or so and was really pleased with everything I ordered. Decided I would try ordering something expensive since I felt like I had all positive experiences (no need to lecture me I have learnt my lesson on ordering expensive things on AE). So I ordered a neon glass light ($250), it looked well packed but realised a real small portion of the glass is cracked, but since it's neon gas the light does not work at all (it flickers for half a second then stops working). I recorded opening it, have good evidence that it doesn't work etc.
It took over a month to get here, and the buyer protection was 60 days. I reached out to the seller to see if they can remake and replace the two portions that are cracked (so I can reconnect the wires and adjust the glass clasps on the board to suit the new glass parts) however, they said will be on holidays for the Lunar new year for 2 weeks so they can't make it until after that (after the 14th). I would imagine then that it'll end up taking total 4-6 weeks for the replacement parts to arrive. I went back and forth with them saying how can I be assured that they would send the replacement if the buyer period is over by then. They said just trust me we have positive feedback and we will send it pls don't open dispute etc. I asked them to extend the buyer period (while the delivery clock was still ticking) and they said they could not since they were on holiday, and then the clock ran out and buyer protection started. I honestly wanted to believe the seller but also I don't want to lose $250 (again lesson learnt).
So I reached out to customer service, they told me to open a dispute for full refund no return and I did with my evidence. I opened the dispute with 7 days left on buyer period since the store site says on their conditions that if the product is in your care for 7 days it is considered used and shipping must be paid for by buyer. Thinking I might've been able to wait almost another week to open the dispute to give them time, but still the replacement would not have arrived in time. I got a message from the seller almost immediately asking me to close the dispute and that they don't have time to remake the part and send it before the dispute is escalated and that I would need to send back the item or close the dispute. They told me if I close the dispute I can re-open later (which I didn't think was true?) Got a quote from Auspost to send the parcel back to China would be about $80 or so which is quite pricey.
Just wondering if people have had much success in disputes with more expensive items and if they had to ship it back? What was your experience with winning a dispute and retuning items from Australia? Any other advice? Some people have suggested doing a chargeback if the dispute doesn't go well but I feel a bit dodgy pulling that move on the seller.
Thanks
Never ever ever trust any ALI seller when it comes to dispute resolution no matter how much they call you ‘dear’ or ‘friend’ or promise you the world. I deal with Chinese sellers all day everyday and you can trust them as far as you can throw them. Even the ones I’ve been working with for literally years still try to stooge me on the sly now and then.
Once the case is closed they’ll just ignore you leaving you in the lurch :) there is zero motivation for them to fix their stuff up.
Don’t feel dodgy. They’ll throw you under the bus the first chance they get :D