I Face Faulty Alibaba Medical Device Order and Missing Delivery

On July 31, 2025, I placed two separate orders on Alibaba: one Kernel phototherapy device and one HL V100 shockwave therapy device (Order Nos: 269686215001021703 and 270231726001021703). I paid a total of $606 via credit card. When the shipment arrived in Istanbul, I also had to pay an additional $500 in customs brokerage fees.

However, the delivery went wrong. The customs broker only released the shockwave device because the invoice listed only one product. The phototherapy device was confiscated, and despite my repeated messages to both the supplier and Alibaba, the seller confirmed they would never deliver the missing unit and only wanted to retrieve it back.

The shockwave device that was delivered does not work. I tested it with two different cables and recorded video proof, but when I informed the seller, they dismissively told me it was “just the cable.” Their attitude was unprofessional and unhelpful.

I have been in communication with Alibaba’s customer service for nearly two months, but they keep saying “we are looking into it” without offering a real solution. Finally, I was offered only $300 compensation, which does not even begin to cover my loss. I have now lost $606 for the devices plus $500 in customs fees, totaling $1,106—and I still do not have the functional products I paid for.

I am demanding that Alibaba and the supplier resolve this issue in full by either delivering working products as promised or refunding the entire $1,106. I provided all documents, invoices, and video proof of the faulty unit, yet my case has been ignored. This is unacceptable treatment from such a major platform, and I want my complaint taken seriously.