I purchased a laser hair removal device and a CO₂ laser device from Xingtai Huimei Technology Limited. The products were shipped through DHL. However, the shipment was seized by customs in Ankara on January 16, 2016, because of several documentation issues. The company name was written incorrectly on the shipping documents, one product did not include a model number at all, and the other product was labeled only as “CO2.” This label also did not match the model information listed on the CE certificate, which caused a mismatch in the documentation. Due to these discrepancies, customs authorities refused to accept any corrections or replacement documents afterward.
All communication with the seller was conducted through Alibaba.com’s messaging system, and I clearly explained the situation to them. Despite this, the seller refused to accept responsibility for the missing and incorrect documentation. In the seller’s last message, they stated that they had contacted DHL to arrange a return shipment, but the products have still not been returned to me and I have not received a refund. Even though I submitted all evidence to Alibaba’s dispute mediation system, the case was unfairly closed with the claim that I had not provided sufficient proof. As a result, I have been left in a very difficult situation—I could not receive the products, nor could I recover the money I paid.
The tracking number for this shipment is 285533778001023193. I believe the incorrect company name, missing model label, and mismatch with the CE certificate—which caused the customs seizure—are entirely the responsibility of the seller and the shipper. Since customs authorities refused to accept any documentation corrections, it has become impossible for me to retrieve the products.
For this reason, I request a full refund of the $9,677 that I paid. I ask that my complaint be reconsidered fairly, that my financial loss be compensated, and that measures be taken to prevent similar situations from happening to other buyers.
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