Alibaba.com
Alibaba supplier no help, no response attitude to unsatisfactory customers

I sent the following email on Dec 8/25 to this Anna Smith person I found on a web site relating to an Alibaba "supplier" Guangzhou Fengwangfa Technology Co., Ltd., NO REPONSE WHATSOEVER.

I sent another email to this Anna Smith person on Dec 25/25----"CARE TO RESPOND? ". Again NO RESPONSE WHATSOEVER.

I guess this is how this business Alibaba supplier Guangzhou Fengwangfa Technology Co., Ltd., treats not to their liking customer complaints not only on the Alibaba platform but on their own as well when complaint went to them directly.

"Dear Ms. Smith,

I filed a refund application with Alibaba "supplier"
Guangzhou Fengwangfa Technology Co., Ltd. at 10:47 am EST on Dec 3/25 after their parcel carrier UPS put up & demanded me to pay an extra C$20 or so for their "brokerage" charges/fees after UPS NOT even letting me to pay & clear the $9.45 +HST Government of Canada Customs charges (see my other post at Trustpilot dated Dec 5/25 for lots more details about this UPS unauthorized rip off). All together, UPS is demanding me to pay an extra of C$29.39 which is almost half the price of my purchased item being shipped by UPS!!

No response from the supplier regarding my refund application. I sent this message to them 1035 pm on Dec 4/25
"please inform UPS that this order is cancelled & awaiting a full refund. Thank you"

No response still, I sent another message to this supplier at 11:15 am on Dec 5/25
"once again, please tell UPS to STOP delivery & RETURN THIS PHONE TO YOU while I am still awaiting for your response to my refund application. Thanks"

Then I received a "solution" from the supplier at 1145am Dec 5:
Supplier) Proposed a new solution
Reason for refund
Disagreement on the destination port fees
Supplier's Reason
Buyer needs to pay the fees, as agreed in the trade term
Refund from supplier
USD 0.00
Order received
No
Returning the order
No
Issue description
Buyer refuses customs clearance, trade term DAP

Then I tried sending back a response around 12 noon Dec 5 multiple times with no success with the Alibaba "Dispute Refund Management" platform. Furthermore, the concerned supplier's messaging platform was also disabled. Later, an Alibaba agent told me the supplier blocked my further contacts or responses all together. I requested Alibaba to intervene after sharing my concerns & complaint details for over an hour chatting with this agent.

The next paragraph is the response I was attempting without success to send back to the supplier's refusal to my refund application when I also found out their blocking my further negotiating/communicating. I was following rules as set out by the Alibaba's own Dispute Refund management system which to me is nothing but a total show & failure. The powerful supplier could one-sidedly block all further negotiations after throwing out a "NO REFUND" order while superficially the "negotiations could have continued for another 27 days 10 hours & 22 minutes as per the count down timer now

"$30 is much too high, almost half the price of this phone. About $20 is charged by UPS, I think it is totally unfair & I am not a frequent buyer from China & an experienced global store like yours should have provided some information about such high extra fees when I place the order.

I repeat my 2 messages I already sent to you, please inform UPS to stop delivery & return this phone to you. I am not prepared to pay extra $30 more & will refuse item delivery

Thank you"

When I pressed the Ask Alibaba.com to mediate button, this message pops out:
"We can't mediate at this time
Alibaba.com is unable to mediate because the reason was selected as the responsibility of the buyer. You can contact the supplier directly to work out a refund solution."

What a superficial, catch 22 dispute refund system at Alibaba.com that DOES NOT WORK AS THE SUPPLIER CONTROLS THE PROCESS & BLOCKS BUYERS NOT TO THEIR LIKING!!!

Thank you for reviewing this dispute"

Company: Alibaba.com
Country: China
Site: www.alibaba.com

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