AlibabaReviews 14,123

I placed an order for 945 cartons of gloves from a supplier on Alibaba (Shandong GD Technology Co., Ltd.). When the shipment arrived, only 910 cartons were delivered. The supplier later admitted in writing that they miscalculated the container capacity and never shipped the missing 35 cartons.

In addition to the short shipment, the products had multiple quality issues: inconsistent color, incorrect sizing, underweight gloves, and thickness below the supplier's own specifications. All evidence was documented with photos, videos, and measurements.

The dispute with Alibaba lasted five months. Alibaba repeatedly missed their own response deadlines, including long periods of silence, even though their policy states they will respond within three business days. The case was transferred between departments without explanation, and many of my submissions were ignored.

A major concern was that the supplier submitted evidence only in Chinese, even though the entire order and contract were in English. Alibaba accepted these Chinese‑language submissions without translation, which is unacceptable for an international trade platform and put me at a clear disadvantage.

The supplier also changed their explanations multiple times, including switching between CAD and USD amounts and later refusing to honor their earlier proposal because their "fiscal year had closed due to the New Year." Alibaba did not address these contradictions.

Despite clear evidence and the supplier's written admission, Alibaba's final offer was only a small discretionary credit, not a refund based on their published Trade Assurance terms.

Buyers should be aware that Alibaba's Trade Assurance may not provide the protection advertised, especially when dealing with missing goods or quality issues.

Excellent product and service.
We worked with them on the development of free standing aluminum board standers and the experience was outstanding. The service was dedicated, highly proactive, and extremely efficient from start to finish.
Despite a very tight deadline, production was fast and everything was delivered on time, without compromising on quality. The product itself is solid, well finished, and exactly what we needed.
I rarely say this, but I was genuinely very satisfied with both the service and the final result. I would definitely recommend them.

The packaging was very careful, and the item arrived far earlier than the estimated delivery time shown on Alibaba. Their support and communication responses were also quick, allowing me to complete the transaction with confidence.

Product never delivered – supplier broke contract - No support from Alibaba Trade Assurance

I placed an order through Alibaba with supplier Shandong Msang Machinery Co., Ltd. on 2025-05-17. Now, 8 months later, still no delivery.

Despite full payment and repeated follow-ups:

The product was never delivered

The supplier provided inconsistent and misleading explanations, several false promises of promised delivery by a certain date that never happened. All without action from Alibaba.

Fake shipping documents were shared by seller - No action from Alibaba.

Promises of resolution were made multiple times and not kept

After more than 6 months of dispute, there has been no delivery and no refund.

Even though the seller shared only fake shipping documents - Alibaba accepts the seller invoking force majeure, blaming customs when the seller has not even fulfilled its obligations on valid shipping documentation.

If Alibaba accepts fake documents as proof, no buyer is safe on the Alibaba platform.

This is not a misunderstanding or a logistics delay — it is a clear failure to fulfill a paid contract. I'm posting this to warn others to be extremely cautious when dealing with Alibaba.