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Business Profile

Online Retailer

Alibaba Group (US) Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 131 total complaints in the last 3 years.
  • 43 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I order an item through ********** who then chose to use a delivery service, Cainiao, who is under Alibaba Group ******* I was expecting a delivery this morning. They claim to have left the package outside of the apartment building, despite being home and them having my contact so it can be hand delivered. In ********, you cannot leave packages outside, they have to be given to someone or left in the hallway as a last resort. Apparently, through reading their reviews, this is very common and it should be flagged as a complaint.

  • Initial Complaint

    Date:06/17/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In November 2024, I purchased a $3,065.21 industrial *** printer with shaker add-on from AliExpress. The product arrived over a month later than stated, in severely damaged condition. The box was torn open, latches broken, padding missing, and there were literal footprints on a sticker labeled DO NOT STEP. It was left in the middle of the road during snow and rain, with no notice, no door knock, and no signature required. Once unboxed, we discovered the shaker motor did not function. The heater and internal fans turn on, but the key motor that pulls the *** transfer film through is completely inoperable. One of the *** dongles, which was supposed to contain the operating software, was empty. The printer came with no user manual, setup instructions, or guide of any kind. We attempted to get it running but could not due to lack of essential components and instructions. Ink had already been added to the machine before discovering the faults, and since then we have been forced to flush ink through the printhead daily to prevent permanent damage, wasting materials and money. ********** customer service repeatedly promised a refund, which we have documented in screenshots, only to then deny it days later without explanation. Our appeal has now sat unanswered for over a week. Each interaction with support restarts the process from scratch. They continue to deflect responsibility to the third-party seller, who refuses to respond unless contacted through WhatsApp, which we cannot access. The invoice issued with the order is incorrectly dated January 1st, 1970. This entire process has caused serious financial harm to our small family business. We made this purchase to grow our business and support our family, but instead received a non-functional, misrepresented, and poorly shipped product with no accountability. We are demanding a full refund or working replacement, with proper software and support, plus reimbursement for wasted ink and time. We are not letting this go.

  • Initial Complaint

    Date:06/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    To the Better Business Bureau:I am filing a complaint against Fliggy (Order No: ************). I purchased a ***************** flight (PNR: 4SCVJ4, Ticket: 173-7290687104) through Fliggy for May 29, 2025, from ******* (CHI) to ******** (HNL). Due to unforeseen circumstances and a car accident, I was unable to make this flight.I am currently without stable housing or employment, with a job opportunity pending in ********, ******. I urgently need to reschedule my flight. However, I am being informed of an additional $150 fee, which I cannot afford, and Fliggy has not facilitated rescheduling. This situation is causing significant hardship and preventing me from reaching my prospective employment. I seek assistance in resolving this issue and securing a rescheduled flight without additional cost.

  • Initial Complaint

    Date:05/29/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I don't have any numbers for the diagnostic scanner is paid for you sold me about 5 months ago. I do have the sponge that I was sent in place of the *****kw generator I purchased from you about 3yrs ago,came from Ching shop china.

  • Initial Complaint

    Date:05/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased two vans from a seller on ************************** (Henan Ellory) using their *************** program. The seller and I clearly agreed in writingmultiple timesthat the vans would be equipped with Cummins 2.8L engines, which was critical for my tourism business in ******. Instead, the vans were delivered with Aucan 2.0L engines, which are not compatible with the Cummins replacement parts the seller provided. The seller falsely claims that ***** is Cummins engine. I have written confirmation from ************ and Foton that Aucan engines are not Cummins engines.The vans were also advertised as brand new 2023 models, but a VIN scan shows they are 2022 models. They arrived with serious defects and misrepresentations, including:Stained seating Faulty/incompatible dashboard components from a pickup truck Missing spare tire support Door-stops attached with double-sided tape Welding damage under the vehicle ********** light comes on and beeps on acceleration No rear AC (despite the seller confirming it worked)Repainted surfaces to cover physical defects These vehicles were misrepresented, defective, and not usable for my business purposes. I followed Alibabas dispute process and presented clear evidenceincluding screenshots, photos, VIN scans, and confirmation from *******. Despite this, Alibaba only offered a $400 refund, which is unreasonable.Because return shipping from ****** to ***** is extremely costly, I am seeking an 85% refund, which still results in a loss for me but accounts for the logistical costs of returning the vehicles. I cannot accept further loss for items that were not as described, altered, and nonfunctional for their intended use.I am requesting BBBs help in obtaining a fair resolution to this matter.

  • Initial Complaint

    Date:05/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After wiring money for a golf cart to ********************************************, on Alibaba they scammed me and did not build the golf cart and stopped communicating to me after i asked to only purchase thru alibaba. I contacted alibaba and they cancel my dispute and did not remove the company for scamming me or stealing my money and said that i need to contact the business. So instead of removing the company for scamming customers and stealing money ******************** did nothing for their customer and allowed a company to continuously steal money from people and scam them. i have all the communications and invoice and payment info.

  • Initial Complaint

    Date:05/19/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    A gas driven fully equipped golf cart. Send a text 21 of there online distribution points. Ask them the price.They set me a price.Told them more than I can afford at this time.Thank you goodbye. They text back offered a cheaper price that I could afford so I did. It wastheir salesman that scammed me. After sending $4000 they disappeared.

  • Initial Complaint

    Date:04/17/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    on Thu, Nov 28, 2024, 3:37AM and Fri, Nov 15, 2024, 5:24AM, i had ordered two items from ************************ it was the uv printable ultra clear adhesive vinyl for window graphics tint film for car window 3m window film for home.i had tried to contact the seller to give me a full refund and return since the items were deemed as harmful and dangerous to my projects and to the original purpose as to why i had bought this item. the seller refused to give me a full refund. otherwise i am totally dissatisfied with the order and services performed by this retailer.

  • Initial Complaint

    Date:04/15/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Case #************ Order #****************** I paid 11k for a product on ************************. The contract said seller had to ship in 30 days. Seller did not ship so I filed a dispute. Alibaba falsely told me that the seller has 60 days although the contract which was uploaded on alibaba said 30 days. Apparently, the seller changed terms on one screen without my knowledge or consent but contract nevertheless had terms which was 30 days. Then, 60 days passed and seller did not ship. I filed another dispute. Alibaba is giving me the runaround and telling me to mediate with a seller who clearly committed fraud and took my money without shipping or delivering anything. Alibaba and the seller made is 60 days illegally so that I cannot do a charge back. This is a fraudulent practice of this company. The buyers are told the sales are protected but when something happens, Alibaba goes through this mediation system where they ask for the same documents over and over again and plays games because they are bias towards Chinese suppliers and allows them to steal. Alibaba is complacent in the fraud.

  • Initial Complaint

    Date:04/15/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Followed Alibabas dispute process only for them to completely ghost me. Seller did not send replacement parts as agreed-upon. Machine is defective after going through allof the troubleshooting with their tech department who is now telling me since I loaded ink in the machine its not a warranty issue. Alibaba toldme to load the ink and go through the steps with the tech department. Now they are completely ignoring me.

Alibaba Group (US) Inc. is NOT a BBB Accredited Business.

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