Alibaba.com Reviews 

UPDATE 7 — 5 November 2026: Who, exactly, is dealing with this dispute?

Another week, more promises, more copy-and-paste replies, and still no refund.

For anyone following my previous reviews, here is what has happened since my last update.

1. EVIDENCE SUBMITTED — SAME ANSWER AGAIN

On 27 October I submitted a detailed response identifying more than 20 contractual breaches and failures by Shandong Infinity Machinery. I also uploaded the contract annotated in red, showing the supplier's failures.

On both 26 and 28 October, Alibaba replied with exactly the same message:

"As the product is a customized item, the maximum refund amount for the merchant is $1183."

No explanation of my evidence. No answers to the contractual breaches. No breakdown of the supplier's alleged losses. Just the same conclusion repeated.

2. PUBLIC PROMISES — NO DIRECT CONTACT

In its replies to my Trustpilot reviews, Alibaba repeatedly promised that the case had been escalated, that a detailed review would take place and that the relevant team would contact me directly.

Nobody has contacted me with a meaningful response.

3. MEET JORDAN — THE AUTOMATED CUSTOMER SERVICE

I emailed Alibaba's customer service asking for management intervention and answers to specific questions. I received replies signed by Jordan, repeatedly telling me to submit a dispute so my refund could be reconsidered.

There was just one interesting detail in his latest email:

"This email is system-generated and is only for handling current case."

So Jordan's replies were system-generated. I was being directed back to an existing dispute by an automated response, while my actual questions remained unanswered.

4. NOW APPARENTLY THE HIGHEST LEVEL TEAM

On 5 November, Trade Assurance informed me:

"Please understand that this order is already being processed by the highest level team of the platform and has been upgraded."

Good. Perhaps someone will finally examine the evidence.

But why has it taken four and a half months to get this far? And why did it require repeated public complaints and threats of external regulatory complaints before anything apparently changed?

WHAT IS THIS SUPPOSED PROTECTION?

I chose Alibaba Trade Assurance because I trusted the protection advertised by the platform. I have bought other machinery through Alibaba successfully. I am not opposed to Chinese suppliers.

But in this case, I paid a US$2,367 deposit for a new 2026 FE915 excavator. It was never shipped or delivered. The contract identifies more than 20 breaches and failures. Yet Alibaba continues to focus on an unproven customisation claim and proposes keeping half my deposit.

Whether the machine was standard or gold-plated, the supplier still had to honour the contract.

After four and a half months, I still have no machine and no refund.

I want my FULL US$2,367 cash refund. No Alibaba Credit, no arbitrary deductions and no more automated excuses.

I will continue updating this review so prospective buyers can see exactly what happens when something goes wrong with Alibaba Trade Assurance.

Alibaba used to be good with wholesale prices. Most Alibaba manufactures are price gouging. Most Alibaba manufactures sites do not provide all info needed to purchase product. Photos of items look larger then they are, and do not show dimensions

Easy to use, payment protection.

I used Alibaba Trade Assurance to book DDP sea shipping from China to Amazon UK with a freight forwarder on Alibaba. Before I paid anything, the forwarder agreed in writing that the price was all-inclusive and that there would be no additional charges after pickup. This condition was written on his invoice.

After he collected my goods, he added USD 220 in new charges, including USD 120 for an commodity ocertificate that was never mention before and never provided. When I asked for the warehouse address so another forwarder could collect my goods, he refused and said I would not be able to pick them up, and warned that warehouse rent would be added every day. I had no choice but to pay to get my shipment moving. The company's own manager later admitted in chat that the real reason was a calculation error in his quote and apologised.

I opened a Trade Assurance dispute with all chat records, both invoices, payment receipts and the manager's admission. Alibaba rejected it twice, saying it was a post-delivery fee because the goods were later delivered. The extra money was demanded and paid before shipping, almost two months before delivery. The evidence was clear, but it was not properly considered.

If a forwarder can take your goods, raise the price, hold your goods and keep the money, Trade Assurance offers little real protection. My advice to other buyers: put every term in the Trade Assurance contract itself, and never pay the balance until you receive a tracking ID.

the great experience with alibaba is good service and provide genuine good suppliers and keep a track till the material reach its clients. Thanks you alibaba giving good service and support

Alibaba is frustrating customers by using 'C-term' Incoterms, even though the issue could be very easily resolved. Goods are ending up blocked at ports, with exorbitant ransom-like demands being made for their release. The site is cluttered and too heavy. It lacks a logical structure and is outdated. The chat feature for communicating with suppliers is technically poorly implemented. The company does not understand what modern buyers demand these days.

Alibaba Order ID: 179958782001020883
Alibaba Case ID: 1000052679025

I am extremely disappointed with Alibaba and its Trade Assurance service.

I placed an order worth approximately $119,000 with a Chinese supplier, Velocifero, and paid a deposit of approximately $35,000.

Approximately $28,500 was paid through Alibaba Trade Assurance, with an additional amount transferred directly to the supplier following their request.

The supplier subsequently went bankrupt, and I never received the goods I paid for.

The most frustrating part is not just the supplier's bankruptcy. It is how Alibaba has handled this situation.

Despite submitting extensive evidence multiple times, including payment records, bank statements, email correspondence, WeChat conversations and evidence relating to the supplier's bankruptcy, I am still struggling to get a proper resolution.

I have contacted Alibaba customer support repeatedly. Different agents have reviewed the case, yet I keep receiving requests for additional information and evidence that I have already provided.

I have spent hundreds of thousands of dollars purchasing products through Alibaba over the years. I trusted Alibaba and believed that Trade Assurance offered meaningful protection to buyers.

Unfortunately, my experience has seriously damaged that trust.

What is the purpose of Trade Assurance if a buyer can pay through the platform, receive no goods, provide extensive evidence, and still struggle to recover their money?

Alibaba needs to take responsibility for how its Trade Assurance disputes are handled. Buyers deserve transparency, accountability and genuine protection, not endless conversations with customer support.

I am not asking for special treatment. I am asking Alibaba to investigate my case fairly and take responsibility for the protection it advertises.

I strongly advise other businesses to think carefully before trusting Trade Assurance as their financial protection.

My case remains unresolved.

I am urgently requesting the Alibaba Mediation Team to take ownership of this case, conduct a thorough review, and provide a fair and definitive resolution as soon as possible. I have waited long enough and expect this matter to be treated with the urgency and seriousness it deserves.

I bought a 1600€ laser projector from verified seller Beijing Yuhang Qiancheng Technology Co., Ltd. via Alibaba.
After two months, an internal DMD hardware defect caused a permanently illuminated bright pixel in the center.
The seller officially acknowledged the defect in writing, but flatly refused the promised 1-year warranty and return shipping.
Instead, they claimed a bright pixel is "not obvious", argued there is "no evidence it will deteriorate further", offered an insulting $150–$200 compensation, told me to resell the broken device privately, and used emotional guilt trips about the agent potentially losing their job. WOW!

Alibaba's Trade Assurance provided zero help: The dispute window closes after 30 days. Once that passed, Alibaba support refused to intervene and hid behind macros without holding the merchant accountable.

Seller warranty claims and Trade Assurance on Alibaba are completely worthless once 30 days have passed.

I was forced to resolve this via a formal bank chargeback. Avoid this seller and do not trust Alibaba for high-value purchases!

On August 2, 2026, I placed a DDP order covered by Alibaba's Trade Assurance, Money Back Guarantee, and On-Time Guarantee. The goods never arrived. My refund was set at US$0.00.

Alibaba claimed that “customs clearance failed due to an incomplete or incorrect declaration of the goods.” Yet neither Alibaba nor its logistics partner, Anjun, provided any official document identifying the alleged error.

Across five emails to Alan, from Alibaba's so-called “Senior Team,” I explicitly asked ONE question. I repeatedly requested a case-specific explanation.

The response? Four identical 1,872-character messages, reproduced word for word on October 20, 27, 30, and 31. Not one addressed my questions or presented the requested evidence.

The refund decision was made without disclosing documentary support and appears entirely arbitrary. Once the case was closed, I had no further opportunity to appeal or explain my position within it.

Alibaba and Anjun are the only parties in possession of the official and detailed customs documentation concerning this DDP shipment, including the Import Declaration for Remittances (DIR), if filed, or records explaining why it was not filed. Yet the evidence underlying Alibaba's decision remains undisclosed.

Beyond losing enterprise money, I lost considerable time seeking answers that should have been provided from the beginning.

Alibaba acted poorly as investigator and decision-maker, and final authority over its own guarantees, without providing a meaningful opportunity to challenge its conclusions.

We can no longer regard its buyer protection programs as reliable guarantees.

My request remains simple and the same request of Alibaba refund request from non DPP buyers ("Detailed information about customs clearance"*¹): identify the exact declaration error, provide the (official documents with the tracking number consistent with the order and signed by the government/customs agency/terminal logistics service provider*¹), whith detailed, supporting customs and logistics records, linked to my track number and conduct a genuine, case-specific human review.

I will update this review if Alibaba provides the oficial necessary documentation that and carries out an appropriate review.

*¹. Just as requested by Alibaba itself on the refund page. Since purchases made under the DDP (Delivered Duty Paid) scheme do not provide us with access to this information.

Don't order from here because they will give you the run around if you want to return a product. I wasn't satisfied with my product, and complained within a week of purchase. Refund was accepted after going through Alibaba instead but they kept my selection to accept at $0.00. They were going to "fix it" and left my refund at $0.00, I kept complaining that they weren't giving the actual amount to accept. They reassured me that wasn't the case, the month ended up passing and then they said I was past my 30 day return time frame. They did it on purpose in order to not issue my refund.

★☆☆☆☆ — Buyer protection failed when it mattered

Our experience with Alibaba’s dispute process has destroyed our confidence in its buyer protection.

Before payment, the supplier expressly accepted our requirement for EU conformity documentation. When problems emerged, we submitted correspondence and documents showing that the supplier had not fulfilled that commitment.

The evidence included certificates for unrelated products, expired documents, documents concerning other manufacturers, and voluntary verifications that did not establish conformity of the products supplied.

We also submitted an ECM document whose number and issue date appear on ECM’s official forged/counterfeit-document list under a different company name. This discrepancy warranted direct verification with the issuer.

The supplier’s own correspondence acknowledged missing supporting reports, rejection of materials by SGS, and a proposal that we prepare a Declaration of Conformity template for the supplier merely to stamp.

Despite this evidence, Alibaba rejected our refund request and subsequent appeal. Its explanation relied on EXW delivery terms without adequately explaining how those terms addressed the supplier’s accepted documentation commitments or the authenticity concerns we raised.

Receiving goods is not the same as receiving what was promised. A closed dispute does not establish that the supplier’s documents are authentic or that its products meet applicable requirements.

Based on our experience, we cannot recommend relying on Alibaba’s buyer protection for purchases where regulatory conformity is essential. We provided extensive evidence but were left without a refund or a satisfactory resolution.

This review reflects our own experience, supported by retained records. We will update it if an effective resolution is provided.

My experience with Alibaba has been extremely disappointing.

I purchased products from a seller, but when problems arose, the seller blocked me instead of resolving the issue professionally. Despite my concerns, the seller proceeded with shipping the goods.

I also have serious concerns about the authenticity and condition of the products, including whether they are repackaged or potentially non-original items.

What is even more disappointing is Alibaba's handling of the dispute. Instead of properly protecting the buyer and thoroughly investigating the situation, Alibaba appears to be siding with the seller without adequately considering the buyer's circumstances and evidence.

I am currently on holiday and no longer live at the delivery address provided in the order. An official report has also been filed with the Dutch authorities.

A marketplace should protect both buyers and sellers, not simply allow sellers to block customers and leave buyers without proper support.

This is NOT what customer service or buyer protection should look like.

After this experience, I will no longer purchase anything through Alibaba. I will also share my experience with other consumers to warn them about the risks of buying through this platform.

Alibaba has seriously damaged my trust. Very disappointing. I would give zero stars if that were possible.

"update" 5-11-2026
Seller also give fake tracking in alibaba , im on holiday and i tell the new owner of the house to don't accept the package with that tracking.
So they send it on other tracking and he accept the package , but alibaba come on the package is 7,8 KG with a little bit of knowledge you know that it's impossible with 3 cases every 12 boxes in with 20 packs.
I don't gonna open this package , i don't sign for it and even better i don't life there anymore.
Scamming on scamming.
People look out for seller "Shilei Cao" don't buy anything you will be scammed

⭐ 1/5 — $1,700 lost: no order and no refund!
Terrible experience with Guangzhou Kamei Automotive Parts Co., Ltd. and Alibaba.
After waiting two months, I was told that U.S. Customs had held my shipment. The supplier offered to resend the items, which meant waiting another two months. I refused and requested a full refund.
It has now been over four months, and I have received neither my order nor my money back. Alibaba closed the dispute in the supplier’s favor, leaving me with a $1,700 loss!
In my case, Alibaba protected the supplier instead of the customer. How can I trust their buyer protection when I paid $1,700, received nothing, and had my dispute closed without a refund?
I feel deceived and abandoned. Based on my experience, I strongly advise against buying from Guangzhou Kamei Automotive Parts Co., Ltd. This situation has also destroyed my trust in Alibaba.
⚠️ Be very careful before ordering. Do not assume your money is protected!

I am writing this review as a a final resort regarding Order 27823812501041341.

A refund of $11,529.82 USD was approved more than 108 days ago under Alibaba Trade Assurance after the supplier failed to fulfil the order. However, the funds have still not been returned to me.

After months of chasing support, I received a written confirmation from Alibaba Senior Customer Service (Lily) stating that the platform has failed to process the refund and that they are unable to provide a resolution date.

Furthermore, they are not providing the official SWIFT MT103 confirmatiion receipt.
Holding $11,529.82 USD of customer funds for more than 108 days while admitting internal processing delays is a direct violation of the Trade Assurance terms.

I demand immediate intervention from Financial Director og Legal management to release the funds and issue the official payment documentation (SWIFT MT103/remittance receipt) within the next 24 hours. If this is not resolved immediately, formal complaints will be submitted to financial regulatory authorities (HKMA).

Furthermore I want a clear status of my latest refund application from 14/10.

Regards David

I had a wonderful experience with this company! From placing my order to receiving the products, everything went smoothly.

The quality and craftsmanship exceeded my expectations. My order arrived in the United States in just one week, and everything was carefully packaged and well protected.

I especially want to recognize Lavinia for her outstanding customer service. She was incredibly kind, attentive, knowledgeable, and professional throughout the entire process. She patiently answered my questions, offered valuable recommendations, and genuinely cared about making sure I was satisfied with my purchase.

It's refreshing to work with a supplier who values customer satisfaction and builds trust through excellent communication and service.

I highly recommend this company and look forward to placing more orders in the future. Thank you, Lavinia, for making this such a positive experience!

I am extremely disappointed with Alibaba's handling of my refund claim. My experience has left me with very little confidence in the platform's buyer protection process.

I received an incomplete order and immediately raised a dispute. Despite providing evidence showing that all items were sent by the supplier and clearly documenting my claim, Alibaba refused to issue a full refund. Instead, they claimed that items were missing from the package, yet they failed to provide any reliable evidence to support their conclusion.

Throughout the dispute process, I repeatedly requested proof showing how they determined that the items were missing. No satisfactory evidence, inspection report, carrier confirmation, or detailed explanation was provided. As a buyer, I expected a transparent and fair investigation, especially when I had submitted documentation and evidence supporting my position.

What is most frustrating is that the decision appeared to be made without properly addressing the evidence I provided. It felt as though my concerns were ignored while the burden of proof was placed entirely on me. If Alibaba is going to deny a refund or partially reject a claim, it should be able to provide clear and verifiable evidence explaining how it reached that decision.

Buyer protection is one of the main reasons many businesses and individuals use Alibaba. However, this experience has raised serious concerns for me about how disputes are investigated and resolved. A dispute process should be transparent, impartial, and based on evidence from both parties. In my case, that did not happen.

I strongly advise buyers to keep detailed records of all communications, invoices, shipping documents, photos, videos of unboxing, and any evidence related to their orders. Unfortunately, even when evidence is provided, there is no guarantee that it will be fairly considered.

Based on my experience, I cannot recommend Alibaba's dispute resolution process. The lack of transparency, the failure to provide supporting evidence for their decision, and the refusal to grant a full refund despite the evidence submitted have left me feeling that buyers are not adequately protected when problems arise.

My experience was frustrating, unfair, and highly disappointing.

Order product and product arrives after a month does not match description does not work.

Fight for refund get a refund for cheap product but not 20 dollars shipping.

Rip off and a lot of hassle.

UPDATE :
When you contact them all you get is AI agent repeating same message.
Regardless of their responce below still CHARGRED FOR POSTAGE.

Terrible rip off scam dont receive items then ignore messages dont order from them and yes i have reached out many times so im going to keep on letting people know until you sort it out you have all the proof you need so please sort it out

Smooth and professional purchasing process on Alibaba. Order handling, payment security via Trade Assurance, and overall tracking were seamless. The supplier (Hunan VentMed Medical) delivered a high-end medical device in immaculate condition with top-tier packaging and swift transit. Highly satisfied with both the platform and the vendor.

Very Disappointed with Alibaba.com and Its Buyer Protection

Order Number: 3397786450104379

I am extremely disappointed with my shopping experience on Alibaba.com and the way my complaint has been handled.

I purchased a YANGOR Y700 electric bicycle through the platform and encountered numerous quality issues, including poorly functioning brakes, stiff gear shifting, unsatisfactory suspension, questionable workmanship, and significantly lower battery range than advertised.

Despite reporting these problems multiple times and communicating with the seller, no satisfactory solution was initially found.

Due to the numerous quality issues, I requested a full refund of the purchase price. Although I have now received a partial refund, the full agreed refund amount has not been paid. An additional USD 400 plus USD 30, totaling USD 430, is still outstanding and has not been refunded to me.

I find it completely unacceptable that an agreed full refund has not been honored in its entirety. I expect Alibaba.com to fulfill its commitments and refund the remaining USD 430 without further delay.

What disappoints me most is the way my complaint has been handled and what I consider to be inadequate buyer protection. As a customer, I expected Alibaba.com to intervene when serious product quality issues arise and ensure that agreed refunds are processed correctly and in full.

Instead, I have had to deal with numerous complaints and lengthy disputes, while the matter remains unresolved.

I am extremely dissatisfied with Alibaba.com and have lost confidence in the platform and its buyer protection process.

Based on my personal experience, I cannot recommend Alibaba.com. Customer satisfaction, product quality, fair refunds, and reliable buyer protection should be taken much more seriously.

I strongly urge Alibaba.com to review my case again and refund the remaining outstanding amount of USD 430 in full.

Until this outstanding amount has been refunded, I do not consider this case resolved.