Sylvester Franklin of Savannah, Georgia, ordered a drill and a pressure washer from AliExpress but got a printed photo of the drill and a single screw as replacements for the pressure washer. These incidents have left Franklin frustrated and warning other consumers about the potential pitfalls of international online purchases.
He bought two tools online from the most prevalent e-commerce website in order to upgrade the home tool set, but instead of sending a drill, he sent a picture of it, while he paid $22.47 for the pressure washer-a lone screw arrived in his hand.
“They sent me this,” Franklin said, holding up a printed image of a drill. “A picture is what they sent me. I paid $22.47 for a pressure washer, and this is what I get-a screw.”
Franklin has been attempting to get his refund from AliExpress since November and all those attempts have gone nowhere. He even tried using a chargeback request with his bank, that too didn’t work. “This is not good. This is real bad,” he lamented.
Despite what Franklin said was a bad experience he had, hopes it will serve as a cautionary tale from other online shoppers. “This picture may be worth a thousand words, but it is not the $40 bucks I paid”. Franklin added “Don’t scam nobody. When you spend your money you wanna get what you paid for.”
AliExpress is owned by Alibaba Group, China’s main e-commerce player that has long faced consumer complaints. The Office of the United States Trade Representative placed AliExpress on its “Notorious Markets for Counterfeiting and Piracy” list in 2021.
In similar vein, AliExpress has been complained about to the Georgia Consumer Protection Division. Of three such complaints it received in 2024, it heard cases on issues with the non-delivery of an item, the provision of a fake tracking number, and financial losses above $400. Refunds were obtained in such cases, although this took months of detailed processing.
Franklin’s case underlines the risks associated with online purchase, especially with international sites. He says that consumers have to research well about the seller and read reviews, besides testing the authenticity of the platform before making their purchases.
The experts recommend the following steps to be done by consumers who find themselves in similar trouble:
Approach customer support: First of all, one should approach the seller or customer service of the platform for a refund or resolution.
Chargeback: If the platform is not responsive, initiate a chargeback by filing a dispute with your credit card company or bank, Report to.
Report to Authorities: Complaints should be lodged with the consumer protection agencies at place, for example, the Georgia Consumer Protection Division. Most of these agencies are accorded the authority to investigate and resolve such matters.
Check Reviews and Ratings: This is where checking on the reputation of the seller, using resources like the Better Business Bureau, presents itself before making a purchase. Check for customer reviews regarding how reliable a certain seller is.
