Evri delivered to the wrong address, AliExpress won't refund

Tangiers

I just received the e-mail below from AliExpress which illustrates that they either haven't got a clue or they are deliberately obfuscating.

Firstly, why should they want me to go to the local Post Office when it was 'delivered' by Evri?

Secondly, even so, Evri have effectively acknowledged that they have no idea where it is.

Thirdly, how does anybody go about acquiring official stamped documents from Evri who have their own methods of obfuscation?

And the bubble-wrapped kick in the teeth:

'Sorry for any inconvenience caused. Thanks for your patience and cooperation on this matter.'

And don't bother trying to reply!





Hi Sir/Madam,

Thank you for contacting AliExpress.
We are sorry to inform that your appeal request was rejected.

According to the tracking information, the package has been successfully delivered. Please kindly get in contact with the local post office to get your parcel.

The evidence should be the official documents and be stamped and including information such as: tracking number, address, condition of the package, signature , etc. Since you didn't provide valid official document to prove that you didn't receive the package, we feel sorry that your claim cannot be supported.

Sorry for any inconvenience caused. Thanks for your patience and cooperation on this matter.

Note: Please do not reply to this email/message due to reply can not be received in this mailbox. If you have any further question, please visit our Help Center at https://service.aliexpress.com.

Have a nice day!

Thanks,
AliExpress Customer Service 

Tangiers

soolin said:

Further update - Ali have refused my refund on basis that tracking shows delivered , but I have no tracking available. I have appealed *again*

They just want to wear you out.

soolin

Tangiers said:

I just received the e-mail below from AliExpress which illustrates that they either haven't got a clue or they are deliberately obfuscating.

Firstly, why should they want me to go to the local Post Office when it was 'delivered' by Evri?

Secondly, even so, Evri have effectively acknowledged that they have no idea where it is.

Thirdly, how does anybody go about acquiring official stamped documents from Evri who have their own methods of obfuscation?

And the bubble-wrapped kick in the teeth:

'Sorry for any inconvenience caused. Thanks for your patience and cooperation on this matter.'

And don't bother trying to reply!





Hi Sir/Madam,

Thank you for contacting AliExpress.
We are sorry to inform that your appeal request was rejected.

According to the tracking information, the package has been successfully delivered. Please kindly get in contact with the local post office to get your parcel.

The evidence should be the official documents and be stamped and including information such as: tracking number, address, condition of the package, signature , etc. Since you didn't provide valid official document to prove that you didn't receive the package, we feel sorry that your claim cannot be supported.

Sorry for any inconvenience caused. Thanks for your patience and cooperation on this matter.

Note: Please do not reply to this email/message due to reply can not be received in this mailbox. If you have any further question, please visit our Help Center at https://service.aliexpress.com.

Have a nice day!

Thanks,
AliExpress Customer Service 

That’s almost identical to the rubbish email I got except I was told to go to the couriers office for my official documentation. I also got that annoying bit about not providing evidence in time, even though I sent photos as requested of my proof of missing parcel . I’ve sent more photos including several daft ones of me searching around my letter box. 

Spoonie_Turtle

To be fair they are using 'post office' as a generic, because they can't have intimate knowledge of each country's postal systems and different couriers.

Unfortunately I don't know if it's even possible to get evidence from Evri that meets the standard they are apparently wanting.  Such a bizarre specification though since pretty much everything is done online with most, if not all couriers/delivery companies.

Tangiers

Spoonie_Turtle said:

To be fair they are using 'post office' as a generic, because they can't have intimate knowledge of each country's postal systems and different couriers.

AliExpress have a business partnership with Evri. If they are responding to an enquiry about an Evri (or any other) delivery gone wrong, they should demonstrate that they are actually addressing the problem and not just churning out 'photocopy' e-mails because that just demonstrates to customers that they are not interested.

Murphybear

“Your package has been delivered” are the words I have come to dread especially when I know it hasn’t.  I never used to have a problem with Evri, not these days.  We live in sheltered housing and when the weather is nice some of the occupants sit outside.  Evri have started handing the packages to one of them as it’s easier than trying to get inside the building.  They then email me immediately.   We never have the problem with any other courier and RM gave access to the building 

I had an interesting experience with Ali Express.  They had some Christmas earrings in the shape of a little lit up Christmas tree.  I bought some at the end of November thinking that would be enough time for them to get here.  About a week before Christmas AE emailed me to say the earrings had been lost in transit and they gave me my money back.  The earrings turned up in the 2nd week of January.   They didn’t want their money back, all 80p of it including postage  

Tangiers

I had a message from Evri saying, amongst other things:

'I have raised this to our Customer Services Client Support Team and requested they contact AliExpress on your behalf, so they can help confirm what next steps to take. 

 

Please allow up to 5 working days for an update as we know the retailers we work with have different service levels but if you haven’t heard from them in this time, please contact AliExpress again for a further update, but please be reassured we will be in touch with them to move this along.'

The five days will be up on Wednesday and if I have heard nothing, I'll just contact PayPal and try to explain what has happened.

By revealing the value of this item, it may sound petty that I am so determined to get my money back - it was £7.19. And in my indignation, I did a search of my bank statements (which don't even cover when I started making sure that I only use PayPal on AliExpress), I was a bit shocked to learn how much of my money they have had but that makes it all the more infuriating that they would begrudge refunding such a small amount - or even imply that there is dishonesty on my part regarding the item's disappearance.

I received an AliExpress experience review request (I actually get many of them) and spent quite a while filling it in and ensuring, assuming that a person or a bot actually reads the text I have inputted, that it was explicit in saying that refunding me would have been the best choice on their part, albeit by some infinitesimal degree - I can be pretty disciplined and Temu have improved their product range (insofar as my interests are concerned) and have far better policies.

On top of that, I know from experience that AliExpress really do not like anybody circumventing their system.

forgotmyname

Were these Choice orders?

Ordered some items last week using the choice option and the usual 7 day delivery advertised, that is usually optimistic but
often only takes 9 to 11 days. Day 8 and it only registered as reaching their airport early hours of this morning.

Slightly strange every item has it's own tracking number also and no combined items even the ones from the same sellers.
Are they having issues?  Is the US Tariff changes affecting them?  Other outlets like Wish and Temu eating into their profits?

I wonder how much of the stuff goes through via US?  Bought some stuff a long
time ago and that came through the US but that was with Fed-Ex.

ballisticbrian

forgotmyname said:

I wonder how much of the stuff goes through via US?  

I don't know, but I bought some electronic equipment from Belarus once and it came via the USA (and took forever) and I have absolutely no idea why that would make sense or is even possible!

Tangiers

forgotmyname said:

Were these Choice orders?

No, but I don't see how that is relevant as they were delivered to the wrong address an Evri driver in the UK.