I Face Non-Delivery and Missing Seller After TV Purchase on Alibaba

I purchased a television from the seller Skyline Produce Trading Company Ltd. on Alibaba and completed the payment via bank transfer. The shipment was initially tracked through a logistics company called www.erijasgloballogistics.upcoastcourier.com. I was informed that the products reached Kazakhstan, and a customs receipt photo was shared with me.

After that, I paid the customs fees as requested. Later, I was told there was a delay, and I was charged an additional demurrage fee. Despite paying these extra costs, when I inquired about the status of my products, I was told that a logistics process had been initiated and the package was waiting for tax payment in Turkey. I was further informed that the products would be delivered by DHL Express, but I have yet to receive clear information about the exact customs location or the status of the package.

What deeply concerns me is that the seller's profile has now disappeared from Alibaba. This raises serious doubts about the seller’s credibility and Alibaba’s responsibility in verifying and monitoring sellers on its platform. Alibaba had initially stated that the seller’s business location was verified. However, it is alarming that such fraudulent sellers can easily create and remove profiles without accountability.

Financially, I am facing a significant loss due to this undelivered product and unjust additional charges. Emotionally, I feel deceived and deeply disappointed with a platform that claims to offer secure trade. I urgently request Alibaba to either ensure the safe delivery of my product or provide a full refund, including the additional costs I have incurred.

I expect Alibaba to take immediate action against such fraudulent sellers and improve its seller verification and monitoring processes to protect consumers.