cainiao.com Reviews 

My packages were first marked “out for delivery”, and Cainiao’s own policy states that delivery should occur within 1–3 business days. Yet on the third business day, instead of delivering, the tracking simply added a new “out for delivery” update as if the clock were being reset to make it appear that the shipment is still within the normal timeframe.

During this period, I contacted every possible customer service channel, and here’s what I experienced:
Email - completely useless. They clearly don't read your email and just send irrelevant template replies.
WhatsApp - extremely slow (usually 10-20 mins for a single response) and never actually solves anything.
Phone - may sound polite but repeatedly gives you false promises, such as guaranteeing delivery by a certain date that never actually happens.

At this point, I have serious doubts that any real delivery attempt is even being made. It feels like their system is simply generating fake updates to avoid admitting delays or lost packages, while customer service keeps making false promises rather than taking any real action.

Worst. They always say address can not mbe located.

The worst experience in my life, they stole 2 orders, the delivery guy wrote that he delivered the order to me at 9:30 but I was at work at the time, I contacted them and they did not help us at all, despite all these complaints against the delivery guy, why is there no investigation against him?

I've seen a lot of negative reviews, and frankly, I haven't had any problems with Cainiao. The problems I have seen are all related to getting products TO them from the original shippers. I ordered multiple items from AliExpress that took forever to get to the US, but once they cleared customs, Cainiao processed them within a day and passed them to UPS for final delivery.

They delivered my package to a wrong address, bad service

Unprofessional and disgusting company
If I can put 0 star

Scam...
They told me the package was delivered but nothing has arrived and then they sent me a picture from the delivery driver holding a parcel with a totaly diffrent adress etc.
E-mail contact feels like talking to someone with no common sense at all of even a brain.

Ordered a item from Ciga. Went through local customs and handed over to local delivery company Singapore. That was on the 5th of Sept 2025. Tracked the package and it still says its with the delivery company. Contacted Cainiao and they said the item is lost and some pitiful cut and paste apology. Asked me to submit a refund..Not the first time they have lost a package of mine..How in the hell are they still considered a dependable courier?!!

It appears Cainiao has lost my package, says my address is incorrect or undeliverable even though my address is indeed correct and I have received packages from Cainiao before. I've also spoken to their customer service twice and confirmed my address is very findable by map and GPS.

After each communication the tracking number was changed and then the delivery status was updated to "unable to deliver". AliExpress, inexplicably, is denying a refund.

At this point I am left to believe the driver has lost my package.

ABSOLUTELY TERRIBLE! They delivered a package and left it on the wrong side of the building on the floor in front of mailboxes that are no where near my apartment claiming it was delivered to the correct address. When I arrived home I searched everywhere I could and package was missing when I contacted them they claimed there was nothing that could be done because no proof of loss could be demonstrated. I sent pictures of my apartment door and the mailbox area that pertains to my apartment that has clear indicators different from where it was left but. Now im out over $100 because the company and my creditors wont refund my money and I have no package.

CAINIAO lost my package and refuses to issue a refund. They claim a “wrong address,” which is completely false. Every call results in the same empty promise to investigate. Unprofessional, dismissive, and frustrating—avoid them.

I got last parcel CNTTSG30345769 then delivery person sent to wrongly address then I didn't got my parcel at all.

Liars.

Been waiting for my package to be delivered in “3 business days” for weeks now. Last real update was local delivery center august 24th. Packages are usually delivered next day or so for me after that update. Still nothing, I called them September 2nd. And right after the call one of the agents changes the status to failed delivery - cannot be delivered outside of business hours. I live in a residential building with an intercom which all the couriers use to call me to get to the mail room area. They continue to talk in circles each time. Via what’s app, phone and email: they dont even have the decency to mark my package lost so I can open a real claim with the seller. Very frustrating and will be contacting a lawyer atp.
CNUSUP00023296837

That's what they are. I have physical, documented proof that they are stupid, incompetent criminals!
Example: Order anything on AliExpress and you are given a tracking number and an estimated delivery date range. Regardless of who the seller said would be the shipping company, it will be given to Cainiao, who will immediately add 5 days to the estimated arrival date AND change the tracking number to one that is invalid (Remember, I have documented proof of this for multiple transactions), and it's a tracking number that is invalid on EVERY international tracking website! Example:6947880000196765.
So what to do? I look to Cainiao's website for contact information, but there is NONE! I email them. NO RESPONSE. Next I try AliExpress. They say "we are just customer service reps and have no information." F'ing Great!!
So I turn to Trustpilot, who Cainiao has apparently hijacked as their customer service medium. What a way to not have to pay for a customer service website!! Apparently being a criminal is no longer an embarrassment!!

UPDATE: Figured it out!! Confirmed today by an AliExpress customer service rep! The new tracking number they give is invalid because it is totally MADE UP!! It doesn't belong to anyone!!!

BTW: In case anyone hasn't figured it out by now, Cainiao is owned by AliExpress/AliBaba.

This is a very bad shipping company. They say they already delivered the product when they didn't. I'm going to file a complaint with the consumer protection department in the United States because it's a real scam.

this company said they delivered my package to me, but this is not true. They delivered a package to the wrong house and once I confirmed it with pictures of my home. The delivery driver confirmed by showing pictures of someone else’s home and not mine, because the delivery person said it was delivered. They will not give me the proper documentation needed so that I can be refunded. I asked for an investigation and it was confirmed that my package was missing or lost, and they still would not give me documentation so that I can be reimbursed by the merchant. This is terrible. No one should have to experience this. It’s bad enough, having thieves to steal your packages but when the delivery company takes the package to the wrong house and will not give you documentation needed so that you can be refunded. This is theft on a whole new level.

Cainiao stole. Y Ali package

I would give 0 star if I could.
I normally wouldn’t even bother writing a review regarding these things as I’m normally a nonchalant person. However, when I went to go pick up my parcels, their staffs were very disrespectful.
Upon arrival at their Tin Hau location, there were 2 staffs who were bringing in deliveries from outside and so I waited and greeted them hello then showed my code for pick up but one of them just shooed me away like I’m just a dog shit on the bottom of their shoes and the other person told the guy to “關門” on my face when I’m obviously still outside. No explanations. No nothing as to why I couldn’t get my stuffs yet.I’m a non Chinese speaking minority although I can understand it conversationally. Like previously stated, I’m not one to make a scene so I just left with a sinking feeling in my chest.
After a while I had asked another person (a minority as well) to pick it up for me and when she got there, there were a couple ahead of her (a white guy and a Chinese lady) and those two staffs were very nice to them and then when it was her turn, their attitudes did a 180° and became rude to her and even said some things to each other she couldn’t understand (unlike me, she doesn’t understand at all) and that just confirms that those 2 are some good for nothing rascists.
This incident was not the first time but this time they were very blatant about it.
Understandably, Cainiao wouldn’t really know of poor customer services like these but I’d like to bring awareness in hopes that they might take proper actions about it.

They have got no heart to serve consumers and no heart to provide any solutions to consumers as well on your lost parcel! Beware if your seller is using their service for overseas delivery! The only way that you could contact them is through the "cainiaoglobalcs" email, which took days to even reply to you, and the reply is because I kept forwarding the emails to spam their mailbox and ask for a response.
However, the only thing that they do is ask you to contact the local service partner, no other help is even offered! They just don't care and it is none of their business once your parcel is out from their region, even if your parcel lost due to careless delivery!
If you are buying expensive stuffs from overseas, make sure you check with your sellerwhich service provider they engage. My advice is, avoid Cainiao and Flash Express as local partner. This 2 courier service has got no ethic and sense of responsibility at all.

Hi I’m from Ireland I order delivery last three months but I didn’t receive my package that is my tracking number. I am very worried about my package. UC864551039TW if I didn’t receive my package