I purchased a door lock on AliExpress under order number 1115717765255449, paying $120 by credit card. However, the product was stuck in customs, and I was asked to pay additional fees nearly four times the product’s cost to complete the customs process. Because of that, I decided not to accept the delivery and requested a refund.
I contacted AliExpress customer service multiple times. Each time, I was told that my request had been forwarded to a higher department and that I would receive a response by email, but I have not received any resolution. The item was never delivered, and I did not receive any official customs notification. My AliExpress account shows that the refund is marked as completed, but no money has been returned to my credit card.
I have shopped on AliExpress many times before, and this is the first time I’ve encountered such an issue. I cannot accept that my refund was not processed, even though I’m entitled to it. I request that the $120 I paid be refunded to my account immediately.
About a month ago, I placed an order for a product worth approximately 5000 TL on Aliexpress. Before the product reached me, I exercised my right of return and requested a refund. However, my request was denied. Following this, I contacted customer service in writing through the website. Customer service told me that my money would be refunded and that my documents were complete. They also stated that the refund process had been reported to the upper team. However, the upper team did not accept my refund request and said that no payment would be made. This situation makes customer service appear dishonest and denies the customer their right to a refund. As a result, I feel like I have been scammed.
When my problem was not resolved, I did some research and, following recommendations, reached out to the Ministry of Trade. They told me to apply to the provincial trade directorate of my province. Then, I was advised to go to the Consumer Court in my city/district. I followed all these steps. However, the Consumer Court said 'we do not handle this,' and the provincial trade directorate said I could not apply anywhere. Each institution referred me to another, and no clear solution was provided.
So far, the amount I paid has not been refunded and my grievance continues. I urgently request that my problem be resolved and the amount I paid be refunded to me.
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