cainiao.com Reviews 5,932

My package was delivered to an incorrect address. I managed to find out where it was, drove to the address, and heard from the owner that the delivery person didn't want to take the package back and deliver it to the correct address.
Having been in email contact with the delivery company, I have been told to ask for a refund from the seller. Why would I do this when it's the fault of the delivery company? If I could leave a 0* review I would.
A company to be avoided at ALL costs.
Addendum; I am in email contact with the delivery company but they are asking for more information via this site. How ridiculous. All they have to do is deliver my package and they're ignoring that request, just putting the onus on the seller.

Absolutely horrible service, DO NOT USE THIS COMPANY THEY NEVER EVEN TRIED TO DELIVER MY PACKAGE. Checked to see where my package was and they apparently “attempted delivery” at 8 AM on 5/1/26 but the delivery was “failed due to local restrictions/road closure.” Not only did I not get any type of notification to let me know, but THEY LIED! THERE WERE NO ROAD CLOSURES NEAR ME THAT WOULDVE IMPACTED DELIVERY! NO ONE EVEN TRIED TO DELIVER MY PACKAGE AS I WAS HOME ALL MORNING AND SAW/HEARD NOTHING! Sent 2 follow up emails asking for help and got no reply, tried talking to their useless chat bot, and still don’t know where my package is. Horrible company, stay away at all costs.

Tracking number: CNUSUP00036933369

Best app I like this so much

Same boat as every one, I ordered multiples items from TikTok shop, which some of them were from China. Everything was going smooth, and could track my package until it was marked as "out for delivery". I stayed outside for hours, never saw any truck, any third party delivery car. I look at my phone to my surprise to see that the delivery attempt failed because driver couldn't find location
It was all a lie, other company, even third carrier for Amazon, always find my address. It's been 19 days now. I contacted them and they told me that my package went back to TikTok Hub, and they will attempt another delivery in 3-5 days.
Now I have the customer service emailing me asking me to verify my address, gate code and a google map with my address pin. That I did because I want my package. Now the tracking looks blue and the package is in transit, but there is no way to find out if it is the true or not.
Fingers crossed that some how the Universe brings me my package. But beside that I don't trust them at all SHAME

Horrible service. They sent me a text on Saturday 12:55pm saying my package has arrived and to pick up within 3 days. The pick-up centre is closed on Sunday so logically, the last day for me to pick up should be by end of Wednesday the following week. Even if you count by hours and give it 72 hours, my last pick up time should be by 12:55pm on Wednesday. However, when I called customer service, he said my last day would be Tuesday and Saturday (day of arrival) is counted as Day 1. This is ridiculous and after using so many courier services before, this is the first time I’ve had such poor and misleading service. Thoroughly disappointed. Plan to never use them again.

Update: the day after I posted the review they responded to the review asking me to send them the tracking number, detailed information, email address etc. to solve the problem. I promptly sent them the required information the same day and have never heard back. HORRIBLE SERVICE!

They are thieves, they say the lost the package after physically trying to deliver it as I was texting the idiot who texted me on where to go to delivery to business address - criminal crooks

Since you asked - you have already stated lost in transit. Watch mysteriously it will now be found

Cnusup00035215828

They are just not good at being a delivery company. I gave detailed instructions to AliExpress that we're open Tues - Saturday 11 am to 6 pm.

1st attempt was on a Monday. I could see him through our security cameras. Driver seemed to be 100% puzzled that the business was open - walked back and forth our entrance six times, peering in the windows, banging on multiple doors like he was trying to break out of prison. He finally gave up, but logged the reason for no delivery as "Access Code not provided".

After a LOT of emails back and forth with their customer service, I finally had them set up to redeliver ... and they show up at 10 am this morning. I happened to be here, opened the door and he had thrown the package on the steps. We're on a busy street in downtown Waukegan, and that would have been stolen.

None of their delivery people speak English, which creates challenges when you need to tell them something, but fortunately I speak Spanish. I asked why he was delivering at 10 am when the directions said 11, and he shrugged his shoulders and just pointed at the package. I gave up at that point.

Avoid using them, and check with your vendors to see if they plan to use them. They are not good at this.
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4/28 update - I did submit the additional information, but there is no "issue" to resolve. Despite telling Cainaio our hours (multiple times) they still attempted delivery outside those times. I happened to be here the second time, I did receive the package. The only issue to resolve here is to figure out a way to get your couriers to follow instructions.

They are horrible! The last update I have is located an hour away from me and has been listed there for 3 days! When I reached out to them they said my address was incorrect or incomplete, which is false as I ordered other items through TikTok shop at the same time with my address and those items have already arrived. They told me to send them a Google Maps link of my address as they could not located my address from me just giving it to them. They have stolen my package and I honestly don’t think I will be seeing any of my items shipped through them.

First and foremost as I'm reading the reviews I suspect many of them are highly accurate.

So why did they deserve five stars? Like Lou Gehrig said I am the luckiest man alive today. I got a package delivered to my address even though my address is different than the one on the package. The address on the package does not even exist. The name on the package is not mine nor is it anyone's on the street I live. None of the neighbors were expecting anything or know the recipient.

I could not locate the individual using good Internet detective skills learned OTJ as a former LEO light. I decided to open the package it was very light. Holy moly. Looks like 2 oz of gold bouillon! unbelievable. Hopefully 0.9999. Going to take it to the gold shop right now and hopefully come out with 8 - $9, 000.

Turned out not to be real gold. Not a surprise but thanks cainiao. A lot of people saying bad things about y'all and it may or may not be accurate. America is great. If you receive something unsolicited it's yours, That's the law.

Always I got e mail package was delivered but never received,nobody ring the bell I think delivery guys will take a picture then will bring back package

Cainiao might actually be the worst courier service of all time. They are good at getting packages out of China...and that's it. Once they arrive in the US, you can reliably abandon all hope of ever receiving the package.

No one has any idea who actually does the last-mile delivery, as Cainiao will never tell you. They will mark the package out for delivery for multiple days, claim a "failed delivery" because you weren't home, all the while never actually attempting to deliver a package. The only thing their customer service will tell you is "don't worry, trust us!" They have no delivery crew, no trucks or vans, and no desire to ever take themselves seriously as a courier (and you shouldn't either!), and they certainly won't take you seriously as a customer!

Cainiao is a genuine embarrassment and ought to be shut down.

Very good services in terms of fast delivery and they also ensure that the courier is delivered to the right person by means of further identification.

Arrived within the slot, no reschedule needed. The courier followed the note to ring and wait. Parcel was in good condition.

Absolutely terrible. Never use them. If you are ordering something that goes through them, just avoid at all cost.

I ordered a package on AliExpress, with free shipping. In many past orders from a different vendor, they still used standard AliExpress shipping, but non-free, and my last mile courier was SpeedX, it is very fast. Now, with AliExpress free shipping, they switch to Cainiao/Imile as their last mile courier. My package arrived at the local airport in Sydney from China, and they left my package in the airport for 2 days, before they picked it up and transferred it to their SYDE warehouse, which is located somewhere in Lidcombe, according to Google Maps. They have held my package since 13th of April until now, and I asked them when they can ship it out, to which they reply they have not assigned any driver for my package. Then I asked them why on the tracking status of my package did not change to assigning driver or anything, to which they replied my package just arrived and they have not sorted it yet. For the love of God, tech-enabled delivery company sorts a simple package for nearly three days! I then requested help service from AliExpress and they could not do anything about it. I asked Imile is there anyway or anyhow I can dash to their warehouse to pick upy package, and they said they cannot reveal their warehouse address, and they said they need 1 to 2 days to arrange an at-warehouse pickup for me. In all delivery service I have known, Cainiao/Imile is the worst courier service I ever know, and if this site offers me negative stars, I would have rated them infinite negative star for their level of incompetence.

I already raised this with the company by sending two emails! Only after I post here do they want to know. Guess what, I'll change my review when I get a satisfactory response from your customer support! Lied about the delivery. Provided photo proof of our door number so the driver was at our address and another photo of some sort of cabinet that does not exist at our address with the package on a shelf. The package was too big to go through our letterbox, but they said it was deliverd through the letterbox.

Ils ont menti au sujet de la livraison. Ils ont fourni une photo de notre numéro de porte comme preuve que le livreur était bien à notre adresse, ainsi qu'une autre photo d'une sorte de meuble qui n'existe pas chez nous, avec le colis sur une étagère. Le colis était trop gros pour passer dans notre boîte aux lettres, mais ils ont affirmé qu'il avait été livré par là.

Mintieron sobre la entrega. Presentaron una foto que supuestamente mostraba el número de nuestra puerta, indicando que el repartidor había estado en nuestra dirección, y otra foto de un armario inexistente con el paquete sobre un estante. El paquete era demasiado grande para caber en nuestro buzón, pero afirmaron que lo habían entregado allí.

This company is a joke. They are frauds.

My package made it all the way to the states just fine, and the second it got handed to Cainiao, everything went downhill. It was marked “out for delivery” in my city, and I stayed home all day waiting.

No one ever came.

Then out of nowhere, they marked it:
“Address unknown/incorrect.”

That is a straight up lie.

My address is as basic as it gets. House, no gate, no pets, no unit number, clearly marked. I have not had a delivery issue before. I triple checked the address and it’s correct everywhere.

I tried calling. The phone system hangs up on you. I tried chat. No real help. They said they would redeliver in 1–3 days.

They didn’t.

Tracking hasn’t changed. No second attempt. No updates. Nothing. Now I’m being told the driver just took my package back to a warehouse?? So now redelivery will take 3-5 take. It’s passed all that. They’re just making things up at this point so they can sell your items off.

So instead of doing their job, they lie about delivery and keep your package?

Completely unacceptable.

If your order gets handed to Cainiao, expect zero accountability, fake delivery attempts, and no support.

Do not trust this company. They are careless frauds and theives!

Long delay and poor customer services , only have AI template reply , no real one will reply to you ever. Very bad experience

Both my parcels arrived, however, the the pricing system is not transparent at all and I definitely think I was overcharged. My first parcel was lost for about 5 days and the only person you can contact is an AI bot.

Absolute worst logistics company on the planet. I can’t even begin to tell you how many difficulties I’ve had with this logistics company over the last year. Packages not delivered, really poor customer service if you can even get a hold of a customer service agent. Seriously this company could not be worse if it was actively trying to be bad.

This company uses a last mile delivery local delivery center that is absolutely the worst I’ve ever seen. I swear it must be run by people they picked out of a lineup who are specially known for a complete and utter lack of any executive functioning skills whatsoever. Packages get delivered to me without any issues approximately 50% of the time. The other 50%? Oh my God. I can’t even tell you how much time in my life I’ve wasted on the phone or via email or on the WhatsApp chat, trying to get help from this company. The customer service answers are stock answers, they often make no sense whatsoever, and you can never really, truly get from anyone where your package actually IS. You can talk to three different people consecutively, and they will all give you different answers about where your package is. I’m not making that up.

I was on the phone yesterday trying to get information about a package that was not delivered to me. At that point, the agent asked me how I got the phone number that I called (it’s a saved contact in my cell phone because I’ve had to call so many times), and proceeded to tell me that the reason why she’s asking is because they’re eliminating the phone support and encouraging people to use email and WhatsApp. So: not only is it the worst customer service on the planet, but they’re actually REDUCING the quality of service because now you can only “talk” to them via chat or email. UNBELIEVABLE.

Right now I’m in a situation where my package is marked as “out for delivery“ for six days now. After multiple emails, phone calls, and chats on the WhatsApp, after multiple people telling me that the package is anywhere from “not in the country yet” to “with the delivery driver,” they finally resorted to lying and updated on AliExpress that the delivery “failed” and needs to be reattempted. I can’t make this up. They are actually lying about trying to deliver my package; even though they’ve been to my address, dozens and dozens of times, they what? Are suddenly unable to find my address? Find my driveway? Find my front door?

And this is not the first time that this company has lied about the status of my packages, either. These packages are supposed to be delivered by drivers as a last mile delivery, and I can’t tell you how many times it’s sat in a warehouse for a week or more only to be put in the US mail and marked as “delivered.”

Seriously, if I could give this company zero stars, I would in a heartbeat. It’s really a shame that anything you order from AliExpress is usually delivered by this company, because you’ve got a 50-50 chance of actually GETTING your order. I could make this review more elegant, but I’m so angry about this company right now I don’t even want to bother taking the time; I’ve already wasted hours and hours of my life with this company to date. Do yourself a favor: avoid this logistics company at all costs, even if that means shopping somewhere else that DOESN’T USE THEM.

Update: so now this company is flat out LYING in their tracking information about why my package has STILL not been delivered, eight days late: they’ve listed on AliExpress that “Your package delivery was unsuccessful. Recipient uncontactable. Please contact carriers to schedule a redelivery. Sat | Mar. 28 00:48” THIS IS A COMPLETE LIE. I even have a screen shot from a WhatsApp chat during which an agent said to me, “I am sorry you didn't receive your package on time; it's possible the driver entered the wrong information regarding the delivery failure.” An attempt to deliver my package was NEVER MADE, yet here this company is, completely lying about it. Which mucks up AliExpress’s delivery guarantee protections by listing this reason, that this is somehow MY FAULT that my package has not been delivered. COMPLETELY MORALLY BANKRUPT COMPANY.

After reading through several dozen reviews of this company, I noticed that when Cainiao responds to these reviews it is ALWAYS with the same canned response: “Dear customer, We are sorry for the unpleasant experiences with logistics, To help you solve the problem, we kindly ask you to provide us with your email address, tracking number and related information. Best regards,
Cainiao Logistics Customer Service Team” - they say this no matter WHAT the issues are raised in the review, no matter that people say they’ve contacted the company multiple times.

So: Cainiao can’t even get THIS right, they cannot even do last-resort follow up right. AVOID AVOID AVOID THIS COMPANY!