AliExpress complaint: aliexpress dispute

Hello,

I hope this email finds you in good health. I would like to seek your assistance and obtain legal advice regarding my issue with AliExpress.

Recently, I ordered a bicycle from AliExpress, and after three months of use, several defects have occurred that fall within the warranty period. Immediately upon noticing the defects, I contacted the seller on AliExpress. The seller agreed to have the bicycle repaired but refuses to reimburse the shipping costs of the bicycle, including the cost of an appropriate box for the bicycle. I strongly disagree with this stance and have therefore reached out to AliExpress customer service.

During the chat, the representatives made numerous promises and fully agreed that I am entitled to free shipping and that the seller made a mistake. However, after receiving a response from the higher-level team a day later, I received a very disappointing email suggesting that I should negotiate with the seller and offering other pointless suggestions. They did not genuinely assist me. Despite contacting AliExpress fifteen times over a period of 5 weeks, I have made no progress. I find this outrageous!

Yours sincerely,

Josef van Praag