I Demand Refund for Defective Crawler Tractors From Alibaba

I purchased two crawler tractors from a seller named Shandong Dongwang Machinery Manufacturing Co., Ltd. on Alibaba.com, trusting the platform’s buyer protection. I paid approximately $15,000 on July 10, 2025. However, the products I received do not function as shown in the promotional videos and do not meet the stated specifications.

The front excavator attachment moves extremely slowly and has almost no power—it feels like a toy. When using the dozer blade on soil, the tracks constantly slip, making the machine unusable. We requested a steering attachment, but its design blocks the hood from opening, so it had to be removed. Even basic maintenance, such as checking engine oil, requires disassembling multiple components including the battery due to poor design.

The distance between the seat and steering is too short, and we were told the seat must be modified for proper use. The transmission is in very poor condition, with problematic gear shifting that requires repair. The body is rusty and needs repainting. When the rear excavator is attached, the machine loses traction, and we were told the tracks need replacement. In short, the machines are far from what was promised and are not functional or efficient equipment—they are full of serious defects.

On March 10, 2026, we filed a dispute through Alibaba’s mediation system. However, the seller is trying to mislead the mediator by sending videos of other properly functioning machines, while the defective products sent to us are being ignored. The system states it is waiting for the seller’s response, but the seller has not replied for about 10 days, and the process is not progressing.

Alibaba’s “buyer protection” and mediation system has failed to provide any real protection in this case. Without the seller’s cooperation, nothing moves forward, leaving the buyer completely disadvantaged. I request either a refund of at least half of the $15,000 paid or that both tractors be repaired to a fully functional condition that matches the promised specifications. I expect Alibaba.com to intervene, prevent the seller from stalling the process, and provide a fair resolution to address my loss.