Alibaba.com Reviews 

I am the CEO of an Italian food manufacturing company, and my experience with Alibaba Trade Assurance has been extremely disappointing.

On May 25, 2026, I purchased an industrial biscuit-making machine from a supplier on Alibaba for USD 2,400, under a Trade Assurance contract.

The machine was delivered on September 17, 2026, in a condition that raised serious concerns: visible oxidation, dirt, residues and signs of wear, despite being purchased as new.

Furthermore, the supplier failed to provide the complete technical documentation, requested EU conformity documentation and customs clearance documents.

I opened a refund dispute, but Alibaba canceled it because I had initiated PayPal chargeback proceedings.

Both PayPal cases were subsequently closed and rejected. I received no refund.

Despite repeatedly sending Alibaba the official PayPal decisions, its system continues to treat the chargebacks as unresolved, preventing me from proceeding with my Trade Assurance claim.

I have contacted Alibaba Customer Service numerous times and escalated the matter to its Senior Customer Service Team.

The responses have been repetitive and unhelpful. Representatives repeatedly promise urgent investigations but provide no verifiable resolution, no confirmed new Trade Assurance dispute number and no clear filing deadline.

One representative even stated that my dispute had been formally registered but could not provide a case number or registration date.

This raises a serious question: what protection does Trade Assurance actually provide when the platform's own payment-status system prevents a buyer from submitting a claim?

After months of correspondence, I am still without a refund or a satisfactory resolution.

My experience has seriously undermined my confidence in Alibaba's buyer protection and dispute resolution procedures.

I strongly advise businesses purchasing machinery through Alibaba to carefully examine the Trade Assurance terms, document every transaction and understand the limitations of the dispute process.

I expect Alibaba to provide a substantive response and a fair resolution to this case.

Paolo Bacchini
CEO – Igea Plouton S.r.l.
Italy

The products are good quality and Lindsay, the client manager has been very understanding to my constant changes and helped putting the order together. Best experience and really like working with Lindsay. Hopefully all the products will be beautiful, once the larger order is installed. Thank you!

received with i n 11 days 2 weeks early, thought I was missing pieces and they responded instantly explaining they were in the tumblers. Great Customer Service.

Great company to deal with.Cassie went out of her way to help me.Very satisfied

Jenny is always friendly and delivers first-class service.

I paid USD 4,200 through Alibaba's official Trade Assurance payment channel to purchase a vehicle. I trusted Alibaba's buyer protection, not the supplier. Without that protection, I would never have paid.

1. The supplier substantially delayed fulfilling the contract.

2. Documented conversations on Alibaba revealed several serious warning signs suggesting possible fraud and manipulation. The supplier requested that I transfer the remaining payment to a third party outside Alibaba's protected payment system. He also explicitly admitted that he could not supply the agreed vehicle under its original brand and intended to change its VIN (chassis number) and brand. These were serious grounds for suspicion, not merely ordinary commercial disagreements.

3. The signed contract, uploaded to Alibaba, expressly required the supplier to provide the actual vehicle's identifying information and a clear video showing its original VIN before any further payment. He provided neither.

4. Instead, the supplier entered a DHL tracking number into my vehicle order. Alibaba then notified me that the shipment had been delivered, although no vehicle had been shipped.

Official DHL records proved that this tracking number belonged to an unrelated 1.02 kg parcel containing an "IGNITION PLUG SAMPLE," originally sent to another person in Jeddah who had no connection to me or my order. My vehicle was supposed to be shipped by sea to Dammam Port.

I repeatedly questioned the supplier about this tracking number through Alibaba's messaging system. He gave no explanation and admitted that he had not shipped the vehicle.

In my view, using another person's unrelated shipment in my vehicle order was a serious indication of an attempt to mislead Alibaba about shipment or delivery.

5. I submitted the signed contract, supplier conversations, official DHL records and detailed evidence to Alibaba. These documents revealed multiple serious indications of possible fraud, misrepresentation and manipulation. Yet Alibaba did not meaningfully address these warning signs.

6. More seriously, Alibaba failed to give proper weight to the signed contract uploaded to its own platform. It rejected my refund because I had not paid the remaining balance, despite the supplier's failure to provide the contractually required VIN video and information.

Clause 9 expressly states that the balance becomes payable only after I receive the international bill of lading. No such document was provided.

Alibaba also claimed insufficient evidence of a shipping-method or delivery-address breach, despite DHL's official confirmation that the tracking number belonged to an unrelated parcel sent to someone else.

7. I appealed and submitted the evidence again. Nevertheless, three refund disputes were closed without returning any money.

I paid USD 4,200. I even agreed to bear refund-related charges, reducing my refund request to USD 3,992.61. The final refund was USD 0.00.

My concern is not limited to the supplier's conduct. It is Alibaba's failure to meaningfully examine serious warning signs, independently verified shipping evidence, and the binding contract submitted through its own platform.

WARNING TO BUYERS: Do not assume that Alibaba Trade Assurance will protect your money, even when you have a signed contract, documented supplier admissions and independent shipping evidence.

Order: 292515826001028435
Dispute: 100052649409

I retain the original contract, payment records, supplier conversations, DHL documents, screenshots and Alibaba's decisions. I am ready to provide them for independent verification.

Excellent Quality and Great Value!

I’m very happy with these socks. The quality is excellent, they are comfortable to wear, and they meet my expectations perfectly. Great product and a great overall experience. Highly recommended!

This order give me a great first experience. It was my first time purchasing online but Miss Sophia Zang never hesitated to entertain me until my order delivered to my place.

Thank you for a very accommodating services. This will be my unforgettable experience and be my stepping stone to a more orders to come on this company.

Thank you and God bless your company

I am a victim of the so called’Easy Return’. They sent wrong products. Applied for return and refund. After lots of time consuming communication they sent me a link to get postage paid sticker for returning the goods. It was a fake link- nothing could be selected on the site and there was no postal sticker. They are now trying to make up a stories to be succeeded in their cheating process.

You should choose standard shipping for deliveries within Hungary; they're slow, and the packages aren't delivered to the specified address—or they go missing.

Pl : They're putting the package in a package locker far from my address; it's a Hungarian Foxpost delivery

One of the best service I never received, such a nice coordination and very quick reply on all of our requestes. Thanks a lot once again

The agents are very helpful. they respond to my querries promptly

We are happy that we have been doing business for the last 10 years with Pallas Cosmetics, products quality, customer service are extraordinary.

Easy to use, great to see every Chinese supplier in one place.

I have been buying good amount of stuff from alibaba till I needed to return something because it was not working!
I sent them 6 pictures of explaining what did not work and they still decided I dont get a refund. Not buying here anymore.

This is my first time ordering from Alibaba online store I ordered 4 sunglasses
One supplier sent to me 3 days later to say they are out of stock so I should choose something else I responded no I need a full refund they are both refusing to refund my money back please stay away from them they are scam type not professional not
honest . STAY AWAY FROM ALIBABA until now I still haven't received my refund from these scammers they scammed me One Vanessa Cai and another one she decided that she is not going to give me back my hard earned money she want me to choose something else she is a scam from Alibaba

DO NOT PAY THROUGH ALIBABA, USE YOUR PERSONAL CREDIT CARD DIRECT TO THE SELLER FOR THE VISA PROTECTION. ALIBABA WILL NOT HELP YOU IN A DISPUTE
Ive been sent the wrong product by a supplier. It arrived after the trade assurance deadline. ive proved this via emails from delivery company. i constantly get the same response from Alibaba. Please contact the seller. However the seller is ignoring me. this order was over $8000

I have had excellent service with Ali Baba. The products I have bought have been as described and arrived on time. Highly recommend

We paid 100% of orders #28009809001030599 and #27533709501030599 under strict DDP terms via Trade Assurance.
The seller, Xiamen Hofocann Technology Co., Ltd, breached the contract and officially refused to provide our legal import customs documents and VAT clearance receipts. This delivery default leaves our company exposed to severe fiscal and tax risks in Vietnam.
We escalated this compliance failure to Alibaba Senior Customer Service (Senior Team). They promised an urgent solution within 3 days. The deadline has passed with no response. Alibaba completely abandons professional buyers once the order status is cleared on their platform.