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Alibaba Group complaints

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525 Almanor Avenue Fl 4
Sunnyvale, CA 94085-3542 | Get Directions

(408) 785-5580

http://www.alibabagroup.com

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Total Amount in Dispute:
$15,542.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

30 complaints against Alibaba Group closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
29	Unanswered

30 complaints against Alibaba Group

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3/3/2026

RESPONSE: Complaint was not answered Amount in Dispute: $463.54 Amount Settled: $0.00

Customer Complaint

2/5/2026

I Ordered two boxes of merchandise on November 2, 2025. I received them on November 17, 2025 completely damaged and crushed. I contacted Aliexpress immediately and as soon as they provided me a label, I return the merchandise. I returned the merchandise through USPS and received a tracking number 9202290344361800051537. When I noticed no return to my account I access USPS to verify that Aliexpress received my merchandise and they had on November 22, 2025. On the Aliexpress App it still showed that even if the warehouse hadn't not received it I would get a refund by November 29, 2025. I checked the app on November 29th and Aliexpress changed the date to December 6th for my refund with no reason. When I have contacted their customer service they repeatedly acknowledge that the merchandise was received and apologize, but they will not refund my money. I paid through PayPal and I've contacted them, but this company continues to lie to them and provide false information. It is February 4, 2026, and I still do not have a refund for $463.54. The merchandise was returned and received by AliExpress they acknowledge that USPS shows that and also PayPal tracking information shows that and they still will not refund my money. Aliexpress has my money plus they have the merchandise so they made $927.08 off of me. Resolution Sought I want the business to stop giving excuses and refund the $463.54. They've had the merchandise since November 22, 2025 and I've incurred interest on my credit card for this amount.

1/22/2026

RESPONSE: Complaint was not answered Amount in Dispute: $232.00 Amount Settled: $0.00

Customer Complaint

12/29/2025

i never got the item from Alixpress which is an apartment size washer...... they first kept saying to ship on my account and they said it would be delivered 12-04-2025 through 12-09-2025 ..... i go to look on my account it isn't listed under nothing..... i tried to call their customer service number it is sending me to my email cuz it says i have to get a code i try to put in the code it kicks me off or better yet they say customer service on top and they send me to the shop Resolution Sought i would like a refund

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