DHGate.com
Reviews and Complaints

BEWARE! BEWARE! BEWARE! DHgate.com

I ordered (#[protected]) an item on DHgate.com [敦煌网, 8F Bldg A, U-Center, 28 Chengfu Road, Haidian District, Beijing, China. 100083] from Seller "du13" Paid in full by credit card. The Seller "du13" had 100% satisfaction rating (seems bogus, now), but sent the WRONG item. To add insult to injury, that wrong item DID NOT WORK. There was no manual in Chinese or English. No warranty. And very disturbing, there are no UL approval or FCC compliance rating.

DHgate.com [in US: AVS. International INC./DhGate.US. in Chino Hills, CA] is a business to business sourcing site. Businesses listed on the web site are independent of DHgate. Most sellers are in China and through subscriptions and transaction fees are the main source of DHgate's income. Whether the seller is reputable or not, DHgate cannot be expected to bite the hand that feeds them. The consumer is expected to research the individual company for themselves but a "positive feedback" rating cannot always be trusted.

DHgate handles the sales transaction and are a portal for buyer-seller communication. DHgate trumpets their buyer protection escrow policy, but as some customers have experienced and posted, shipper notice of delivery of merchandise can trigger release of their funds.

DHgate is not the scammer! But DHgate enables and is an advocate for businesses that scam.

Warning: Returns and refunds can be difficult, expensive (shipping and customs fees), or denied by the seller. Before placing an order, a potential buyer should click the contact seller option. Brand name merchandise are often cheap counterfeits. Some consumers might deal with a reputable company, looks like a lot of consumers do not. Purchasing electronic items, any item with moving parts, jewelry and clothing from DHgate sellers is not recommended because the buyer cannot estimate quality or safety of material and manufacture or know whether merchandise even functions as intended until received.

I promptly contacted DHgate customer service about the wrong item received ... got "Tang Tang" the robot ... (wonder if the name translates to "Blah Blah") ... save time and clicked live chat. I chatted with "Chell" and explained the problem. She was nice, but said I would need to chat with a supervisor. Silence. No supervisor. Chat ended.

Note: It is very likely many DHgate Customer Service Representatives are moonlighting students attending nearby Tsinghua University. Their messages are very polite and have enough in common to indicate a basic scripted form reply. Most messages direct buyer to communicate with seller, a form to complete, policy pages to read, or to chat again with "Tang Tang". I have learned that the "Customer" in Customer Service is DHgate's seller.
I sent a message through the DHgate internal message port and received a polite reply from "Barbie" who wrote, "you were disconnected before (Chell) could asked you the photos of the item that you have received that is why our supervisor was not able to open the dispute outlining the steps to complete a "Return and Refund" PROPOSAL form and upload photo/video of evidence." I am to believe a supervisor does not know how to contact me? "Barbie" added, "DHgate.com customer satisfaction is something that we take very seriously and would never compromise under any circumstances." Wish DHgate would take it more urgently. "Barbie" sent a page long list of all the hoops I would need to clear to successfully complete a PROPOSAL to the seller for a return and refund! So, I did, even uploading photos. You might see an example if DHgate replies to this post.

Ultimately "Ellie", a Customer (Seller) Service Representative for DHgate claimed it is not their mistake, I need to contact Seller 北京市朝阳区十八里店乡周庄 (Shi Ba Li Dian Xiang Zhou Zhuang, Bei Jing Shi Chao Yang Qu ):100122 doing business as "du13" directly to get the correct item shipped and their permission required to return wrong item ... shipment and customs probably at my expense. I had already sent a message to the Seller, but "du13" has made no reply, nor are they required to reply. It is "du13" error to correct; wrong to make right; insult to me to recompense. "du 13" helps undermine the reputation and credibility DHgate and other businesses DHgate represents. But DHgate's system generated process and timeframe policy works to the advantage of their sellers. Customer (Seller) Service Representative is ultimately stripped of any ability to service the buyer except to politely issue orders to comply with the rigors demanded by their authoritarian system.

"Ellie" wrote, "If you and the seller will not reach an agreement on the given timeframe, then we will move on to the next step in requesting for DHgate Mediation so that an analyst can step in and resolve the case the soonest time possible. Since this is a system generated process we do follow specific timeframes regarding with the dispute process. We don't have the option to expedite the refund."

DHgate will determine in up to 90 days whether to mediate or not. 90 days! Seems like DHgate and the seller is counting on the customer to forget about the scam while the deadlines expire and their money disappears.

"Ellie" thoughtfully sent instructions of how they wanted me to complete the "Return and Refund" PROPOSAL form. I replied that I had already performed all the steps "Barbie" listed BEFORE "Ellie" wrongly concluded I had not. Even more ridiculous, "Ellie" told to click "Request DHgate Mediation". When I did I received the following offensive automated reply: "You cannot request DHgate mediation for your dispute yet."

"Sil", yet another DHgate Customer (Seller) Service Representative messaged, "All your correspondence with our Chat Team are recorded, checked and evaluated every day. Any misinformation given will result in appropriate actions from our management." I sincerely hope "Sil" was NOT intending to threaten me or any prospective Buyer. If so, it evidences doing business through DHgate could mean sellers who send the wrong or defective merchandise can count on DHgate to frustrate and intimidate victimized Buyers. A prospective buyer should be seriously asking themselves if their enticing low price is worth getting entangled into DHgate's labyrinth of obfuscation.

This is the world of "China Scam" identified by
1 - sending wrong merchandise or no merchandise,
2 - sending defective merchandise (especially electronics, anything with moving parts, jewelry or clothing),
3 - sending false shipment tracking numbers,
4 - bureaucratic delays (90 days!) in processing orders or refunds,
5 - no returns, prohibitively expensive refunds,
6 - partial or no refund,
7 - no communication or blocked communication.

Indeed, DHgate.com Blocked my message communication:
"ACCESS DENIED: You don't have permission to access "http://dg.dhgate.com/myaccount/csmsg/leavemsg.do?" on this server. Reference #18.4d94dc17.[protected].4e87a469" I posted this development on a scam alert website and the block was removed the next day. Coincidence?

IMPORTANT: On the day I received the wrong merchandise I promptly contacted my Credit Card company to dispute and remove the DHgate charge. It is a very good thing I did. DHgate had just issued a payment demand for "du13". The credit card company will do a scam investigation and hold payment. Paypal does the same, but I'm not sure DHgate accepts Paypal. Your credit card company may be the ONLY advocate you have dealing with dishonest Sellers represented by DHgate. If a consumer pays by check, money order, wired funds or money-gram they won't have that help.

DHgate's deception continues: "This is Amy from DHgate Customer Service Center ... For this order, we have contacted seller by email, please pay attention to the recent reply." I checked, Amy is mistaken, there is NO reply from Seller "du13". I think their continued silence incriminates "du13".

I wonder if it may be lawful in China to ship a buyer an item of equal or greater value if the merchant is out of stock? Even so, it is not lawful to send an item that does not work. In my case the scam appears to be "du13" selected a different item of equal or greater value from their malfunctioning returned merchandise shelf and disposed of it by shipping it to me hoping to collect my payment.

And I've noticed employees invest considerable time and resources protecting DHgate's public image.
Posts like this on some scam alert web sites were promptly avalanched by brief but incredibly favorable "five star" DHgate.com posts (my guess posted by rewarded or coerced DHgate employees). A potential buyer checking DHgate on some scam alert sites will read numerous favorable DHgate reviews before coming to a negative one. It speaks volumes to me about DHgate integrity. DHgate efforts would be better served by expelling their dishonest sellers.

One would think DHgate management (are you listening Diane Wang Shutong, CEO?) will figure it would be more cost effective to quickly refund customer's money than to risk losing more buyers. At the June, 2018, Global E-Commerce Summit in Barcelona, Wang said, "Trust is the first step for brand building, " and "It's also something we can contribute to." There are a lot of online posts warning buyers not to trust DHgate. Seems to me there is a breakdown in communication between Wang, DHgate 90 day refund delay tactics (that Wang, no doubt, approved) and her Customer (Seller) Service Representatives.

"Ellie", or some other Customer (Seller) Service Representative, politely removed or erased all messages in my file between myself and DHgate. DHgate should know that I kept a record of all of the messages. I messaged DHgate to restore the removed/erased messages. So far, no response.

I filed a complaint at www.eConsumer.gov who, when enough complaints are received, will do something better than collect complaints. If you have been scammed by a DHgate seller, then please file a complaint with eConsumer.gov.

I hope readers of this post find enough evidence to at least BEWARE doing business with DHgate because Sellers who do scam customers have a partner in DHgate who will advocate for their dishonest actions. "Forewarned is forearmed".

I filed a complaint with the FTC. Though AVS. International INC./DhGate.US. (Shawn Li) in Chino Hills, CA, the headquarters DHgate is in Beijing, so the FTC can offer limited help ... but ultimately in any dispute between a customer or DHgate, the consumer is on their own!

Hence the warning: BEWARE! BEWARE! BEWARE! DHgate.com

DEAR SIR/MADAM,
WE HAVE PLACED AN ORDER ON 19-04-2018 WHICH ORDER NO. [protected].
THEN WE GOT DISPATCH NO.UA995432096YP BY YANWEN AND LAST GOT STATUS BY MAIL ON 05-05-2018 BUT NOT GET THE ITEM TILL NOW . HOW TO GET THE ITEM ?
KINDLY DO THE NEEDFUL ON URGENT BASIS .

REGARDS,
JITENDRA KUMAR
PH-[protected]
H. No.238, 2nd Floor, Poket-4, Sector-25, Rohini, Delhi-110085 New DELHI Delhi
India

I ordered several items payment went true immediately afterparty 4days it still says payment still has not arrived.

I also cancelled one of the orders.

I want to Knox how i van het a refund for thé item en confirmation about the rest.

For 4days i have been trying to het answers but there are only robots replying with standard sentences, no reply on email.
Even true facebook and messenger a robot with a standard reply.

Al i get is go to live chat robots sending me to others there are i think no People money is gone.

I fefused the order now they won't give me my money back. They keep calling and harassing me trying to convince me to keep the hair when I don't want it . I'm gonna take them to court if this issue doesn't get resolved. I need my money for my bills. I should not have to go through this about my own money. They has poor customer service skills and I will never purchase anything from them again!

I made a purchase 03-25-2018 for a black pair of air Jordan's 18 tracking #LS896451814CN

I have not received it as yet, on 17-03-2018 a package came to my house with a pair of insoles. I'm still waiting for my shoe I'm trying to get to you for the last months now re: emails & phone call but you don't rely to emails nor phone call. I would like my order or a refund. This is evidence that the transaction was done.  I'm so disappointed by your company I've been trying to contact you for the last 3 months and you haven't responded to one of my emails your phone lines is always busy no matter what time of morning or day it is but you enjoyed taking my $53 your a scam. I would like my pair of jordan's 18 full black, size 11. you can reach me at [protected]@yahoo.com

I am a faux fur designer located in USA. www.sissily.com

Sellers on DHGate stole my pictures from my shop. It is very upsetting, and they let their sellers do that!

For example this is my: https://www.sissily.com/products/faux-fur-wrap

This is their copies:
https://www.dhgate.com/store/product/new-faux-fur-bridal-shawl-fur-stick-wraps/407804122.html

https://www.dhgate.com/store/product/luxurious-bridal-shawl-fur-wraps-marriage/407015164.html

Hello my name is Keiona Blair, the reason for my complaint is my name was used under my mother in law's account and it also was with her email which is [protected]@aol.com. I've never used her email before for anything and I've never ordered from your site. So I'm confused as to how my name got mixed up with her email on her account. Please provide the mailing address and what device that was used to place the order and the order history for all orders . Thank you

Hi,

I would like to make a formal coplaint. Hgate and seller Galry failed to process my refund. DHgate talks about payment protection plan but there is no protection plan. I have been chasing over a year for my refund to be processed as i never received the item. I gave Galry chances after chances for redelivery and they failed. Galry kept telling me there is a delay and I waited. then i asked for refund but they didn't
Dhgate failed to process it either after i presented my case. the item iis closed and dh gate is not re-opening and supporting the seller. i feel they all scam. they wasted a year of y time to chase this refund and caused me great inconviniences, stress and

I never heard so much nonsense that I can't buy a wig off DHgate cause of your credit card verifying process. Because I haven't bought off DHgate since 2010 that's a problem why I can't buy a wig off here, what's that got to do with anything? My credit card is ligit
And I want to purchase a wig on here. All my orders got cancelled. One of the wigs I ordered that got cancelled the number for that was [protected]. Your company couldn't verified it and l I don't know why, all my details are correct and the same as 2010 the details are the same from back in 2010, nothing had changed. The same detaild for eg. Is my name, address, credit card numbers, my CVV number is the same and my cell number too. So why can't I be verified for any of my purchases? You must loose thousands and thousands of dollars because of this process. It's unfortunate u have a lot of good affordable wigs on DHgate and I could of bought heaps off your company.
Faylene Huckett.

Hi

i am totally upset now with dhgate, i am a regular customer on their site. I purchased my items from them. Now i made a mistake, because i gave instant positive rating to a seller without inspecting the goods. I opened the box and i saw there are Sublime de Chanel mascaras in that. Those were absolutely different from the original, the item's size was 10g on it, during the original one is 6g... so after i noticed these items are absolutely knock off and were different from the seller's listing...Dhgate has an "after sale dispute option" which does not work in my case. Representative just ignored my valid pictures and said those are insufficient without any reason and closed the case and released the payment to seller. Now i have fake Chanel items and i cannot sell it cause these are counterfeits.. Seller id: king2028 with only 90.9 positive rating. I would like to get back my money for this order or i will complain further to Chanel and i will seek the brand's owner and my credit card company for chargeback! My email is: [protected]@gmail.com

Hi DHgate,

Can you please offer some assistance regarding my complaint below?
I have been discussing the quality of the jersey I recieved with Jerseyoutlets.
The team member I have been dealing with for the past two weeks has delivered a very unprofessional and rude response to my queries if any response at all.
I have a complaint about the jersey not being of the quality described and faults in the stitching with the badges peeling off and other marks on the jersey. I have simply asked for a refund as I am not happy with the jersey.

• stitching is poor quality and messy
• white stain marking near neck of jersey
• stadium badge not sewn on properly, lifting up
• quality of jersey not as described
• unprofessional and extremely unhelpful staff at jersey outlets.

Jerseyoutlets have been extremely unhelpful with my questions and ignored my comments.
I have not worn this jersey and it is still in the condition it arrived in. I am happy to return as long as i get my money back.
I have asked to speak with a manager multiple times, which my requests have been ignored and disregarded. If I dont hear from Jerseyoutlets I will be pursuing this claim to higher authority until I recieve my refund.

I ordered a bag in September 2017, the bag didn't arrive and the seller kept saying there was a delay, it will arrive, give me another 2 weeks.
We are in may 2018 and the seller didn't send a refund or the product. I left a bad review and now he is bullying me into changing the review saying he will only send a refund if I change it. How am I to trust someone like that?
Anyway, dh gate customer services is a joke. They have absolutely no respect for customers and let their selleRs do what they want including stealing money from honest People. They have no regard for customers.
Order number is [protected]
Don't ever buy form dhgate. EVER

All of the following orders were placed on one credit card — 10 were failed and 9 were accepted! Why?

Order NO:351186498 — The order was cancelled on 2018-05-11 21:05:02. Due to : Other
Order NO:351186497 — The order was cancelled on 2018-05-11 21:04:21. Due to : Other.
Order NO:350962185 — The order was cancelled on 2018-05-15 02:18:21.
Order NO:350962181 — The order was cancelled on 2018-05-13 02:06:28.
Order NO:350962182 — The order was cancelled on 2018-05-11 02:11:00.
Order NO:350962180 — The order was cancelled on 2018-05-11 02:10:55.
Order NO:350831801 — The order was cancelled on 2018-05-09 11:00:12.
Order NO:350831804 — The order was cancelled on 2018-05-09 11:00:14.
Order NO:350831800 — The order was cancelled on 2018-05-09 11:00:10.
Order NO:350831805 — The order was cancelled on 2018-05-09 11:00:11..

The following orders were accepted using the same credit card!

Order NO:351226125 — Order has been shipped. Estimated delivery date is 2018-06-19 18:47:16.
Order NO:351226126 — Order has been shipped. Estimated delivery date is 2018-06-14 12:34:25
Order NO:351190315 — Order has been shipped. Estimated delivery date is 2018-06-15 13:36:18.
Order NO:351190314-Order has been shipped. Estimated delivery date is 2018-06-14 10:54:20
Order NO:351051807 — Order has been shipped. Estimated delivery date is 2018-06-06 21:08:20.
Order NO:350962183 — Order has been shipped. Estimated delivery date is 2018-06-19 01:01:18.
Order NO:350962184 — Order has been shipped. Estimated delivery date is 2018-06-09 09:00:19
Order NO:351604600 — our item(s) will be shipped before 2018-05-21 21:39:40.
Order NO:351604601 — Your item(s) will be shipped before 2018-05-24 21:39:44.

As of 2018-05-15 11:29 AM EST I have sent three emails to [protected]@dhgate.com. Each email has a copy of the front and back of my credit card pasted onto or attached to the email. And still my orders are cancelled due to Payment Verification Failed. And when I inqure I get another email from safetycenter telling to send copies of my credit card.

I have returned an item & contacted the seller to ask for a refund on the return postage but they have refused, how can I get this back please ? This is not acceptable as I shouldn't be out of pocket just from ordering something online. Iwould like you to resolve this as sooon as possible.
I have had this email returned several times & this is not fair. I will be taking this further to the financial Ombudsman Service if I do not get my money refunded.

Account: [protected]@gmail.com
Report: 1804235add780ca7903

We have 1994, 21 in our DHpay Account but we can't see/use it in our account. Your assistant on the life chat tells us that our account is in freeze. She said that this is because there is a missing payment for the orders [protected] and [protected].

On 16-9-17 we received the following mail:
This is to inform you that we find there is a fraud with your order [protected] and [protected] because of the GC payment gateway error.Please send back the money, otherwise we won't release your DHpay account.

If we check these orders we see twice the notification 'The transaction is completed.' 
Which payment are you missing? We think it's incorrect. 
Please find attached a printscreen of our DHpay account (there isn't money).



We send many mails and we chatted with several chat assistants. Every time they promise us an answer in at least 48 hour but I never get any response of them.
I'm really irritated about the way my question is being ignored every time.
I hope you can solve this problem for me.


Kind regards,


Michel Klink

Hi! I purchased two (2) pairs if woman rockstud high heel shoes with colors beige and black on your site last February 15, 2018 and paid via my HSBC Credit Card. I am very dissapointed because until now April 16, 2018, i haven't received the products yet. The payment was posted last February 19, 2018 so you surely received the payment long ago.
Hoping you would look into the problem considerately.
Thank you so much for your precious time.

I bought some retro 13 barons for the amount of $42.82 from the seller vipshoeseller it's been well over a month now every time I reach out to the seller he ignores me or give me a lie example he tell me my merchandise arrived to my country so I looked it up on USPS he had lied the package is still in China as we speak now so I call my local USPS they said the have no package with the tracking number he gave me I do have proof of my purchase I purchased them march 9 and it's now April 14 and he claim he still don't know what's going on won't send a new pair out to replace the ones I paid and never got I don't recommend this seller he stole my money and I want my funds back NOW!

Hi.
About order number [protected]. And store name is Hot_soccer_jersey
I paid for this product 05.04.2018 and I received a mail about payment, that you accepted the payment and my goods were sent. And today I again received a letter from you that I again have to pay for the goods or my order will be canceled. But I paid $ 17.6 for this product. What is this current? It is understood that I was deceived and just for money from my card?

You took $27.03 out of my account twice. I only ordered one pair of my item but you took more money out of my account. This happened 04/03/18. My number is [protected]. So please give my money back because your constantly stealing from my account. All I want is to get my $27.03 back, the one that you took. That's all I need. If you can give me my money back then all will be reassured. Thank you.

i bought a wedding dress from dhgate and after one month i received the dress and it was completely different from the picture. i paid $280 for piece of trash. i contacted the customer service and they asked me to solve the problem with the seller but the seller kept wasting time and didn't answer my messages. now when i talked to customer service they told me we can't process a refund till the seller agree for that and also they said that i lost the guarantee for 90 days . i need help they stole my money and wasted my time.