Viofo/AliExpress Sent Parcel to Wrong Address Refused Refund

ryanjsoo on 26/12/2024 - 16:48

Hey guys, hope everyone is enjoying a Merry Christmas!

In short, I ordered a Viofo dashcam and accessories from Aliexpress and it has been delivered to the wrong address. The street address is the same but the post code is incorrect.

I am aware there is a scam circulating, however, as I ordered from Viofo's official Aliexpress store I felt more secure in the purchase

A month after order, Aramex called me outlining that one of my parcels had been delivered to the same street address but the postcode (about 8hrs north of where I live). Aramex provided a report to me and a photo of the delivery label where I found that Aliexpress/Viofo had put the wrong delivery address down. I also confirmed that I had provided the correct address and postcode in the order details so this is a mistake on their end.

Aramex explained that they had delivered to the address marked on the parcel, so they weren't liable. They are also unable to get me in contact with the recipient and are unable to redeliver without the original sender organising this. It was only flagged as the recipient reported that the name on the parcel was not theirs.

I contacted Aliexpress support and they denied a refund for the order stating that the tracking information states the parcel was already delivered. I appealed this and provided the report from Aramex outlining how the parcel had been delivered to a different postcode than what I had outlined in my order.

I received a similar response, refund denied as the parcel has already been delivered. I also tried to get in touch with Viofo directly who referred me back to Aliexpress to resolve.

At this point I'm not sure what my options are here and I'm peeved as the item was quite expensive and I have received no support. My experience has previously been quite good with both Viofo and Aliexpress until now so I am very disappointed in how it has unfolded.

I can't seem to communicate with any parties to get help with my issue. Your 2c on the next steps to take would be much appreciated.

Electrical & Electronics

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Comments

  • jv on 26/12/2024 - 16:57
    +6

    I'm not surprised…

    Time for a chargeback from your credit card.

    • ryanjsoo on 27/12/2024 - 09:52

      I submit the form today, fingers crossed!

  • 7ekn00 on 26/12/2024 - 17:03

    Why not buy from an Australian supplier?!?

    An AliExpress supplier answer to nobody in Australia :/ Only option is chargeback, but be prepared to get banned from AliExpress for it :P

    • macadamia on 26/12/2024 - 17:20
      +1

      I did a charge back and haven’t been banned. I’ve bought quite a few things since.

      And even if you do get banned it’d just be a matter of a new email address surely? I mean there’s Bai Jia Xing, there’s 100 million Wangs and Zhangs in China so two people with the same name is Australia is hardly a leap!

    • jv on 27/12/2024 - 11:24
      -1

      be prepared to get banned from AliExpress for it :P

      Even more reason to do it then.

    • Clear on 27/12/2024 - 13:00

      Last time I did it I wasn't banned.

      • eug on 27/12/2024 - 13:01

        I did it a few years ago and got shadowbanned. None of my various other cards were accepted, they would always fail at the payment stage. I set up another account with the same cards and it worked.

        • Clear on 27/12/2024 - 13:02

          I remember I did a PayPal dispute instead of a charge back.

  • macadamia on 26/12/2024 - 17:13
    +1

    I bought a head unit and a few things of AliExpress. The head unit was damage, AE accepted the return, send a return postage label for an address in Sydney. I send it, it was signed for and received. Then the trouble started. Online it said refund had been issued but it hadn’t. When I contacted I went I circles - they claimed it hadn’t been received, then when proof was provided they claimed it was damaged - it was which was the reason for the return, then they claimed I returned a different item, then they claimed it hadn’t been received. In the end I initiated a charge back with my bank. They issued the chargeback but said AE have 30 days to respond which would reverse the chargeback. AE responded saying they had no contact from me and that by all accounts I was happy with the transaction. The chargeback was reversed in AEs favour. I send lots of emails and chats to my bank. They re-issued the chargeback and 30 days later that was the end of it.

    Moral of the story, try a few times and be reasonable with AE, keep logs. Request chargeback.

    The amusing thing was there were a few items on the one transaction and I didn’t know how to dispute part of a transaction so I disputed the whole thing. The refund I was requesting from AE was only around $300. The bank reversed over $600. 🤷‍♂️

  • GordonD on 26/12/2024 - 17:24

    the recipient reported that the name on the parcel was not theirs.

    The recipient was honest enough to report that the parcel wasn't theirs. THEY are the obvious ones to contact. They're probably sitting there right now saying "this isn't ours, what are we going to do with it, isn't someone going to come collect it and deliver it to its owner."

    Since Aramex delivered it to the wrong address, and got told by the recipient there that it wasn't theirs - so they know how to contact the recipient - maybe the recipient can hand it over to Aramex and they'll have another go at delivering it to you. That would be the honest thing for them to do. Correct their own mistake. Its not surprising no-one else wants to carry the can. It was Aramex's mistake.

    If Aramex won't, just get the recipient to send it to you. It may cost you something, but that's better than a total loss.

    • TALL1one on 26/12/2024 - 18:17

      Aramex explained that they had delivered to the address marked on the parcel, so they weren't liable. They are also unable to get me in contact with the recipient and are unable to redeliver without the original sender organising this.

      As stated originally it is now all up to the original sender.

      I would start chargeback.

      • yippy on 27/12/2024 - 07:17

        How could it be the address marked on the parcel unless you entered the wrong address. Sounds like Aramex is up to their usual dodgy shit trying to cover their arse.

        • eug on 27/12/2024 - 10:18

          Sounds like Aramex is up to their usual dodgy shit trying to cover their arse.

          I know it's popular to shit on companies, but they did send OP a photo of the package (presumably the proof of delivery photo) with the label showing the wrong postcode.

          • yippy on 27/12/2024 - 10:40

            @eug: Fair enough, but I don't understand how the postcode just changes to a different one. Bought plenty of stuff from Aliexpress and the address is always the one I enter at checkout.

  • Roose4837 on 26/12/2024 - 17:42
    +2

    I hope you get a chargeback. Save whatever evidence you can get.

  • Bruceflix on 26/12/2024 - 18:20
    +2

    Chargeback.
    /thread

  • Richardc on 26/12/2024 - 23:34
    +1

    This is why I use parcel collect address from Auspost for Aliexpress and temu orders.

    • c64 on 27/12/2024 - 08:23

      can imile and fhe delivery to a parcel collect address?

  • someone else on 27/12/2024 - 07:38
    -1

    Aramex is awful. If we lived in a serious world these clowns wouldn't exist anymore. I take a deep breath every time that one of my parcels is given to them as the chances of getting the parcel delivered is about 10%.

    If the address they've delivered is wrong, they are liable. Aliexpress is ultimately responsible so at this stage you start a charge back.

    "Aramex explained that they had delivered to the address marked on the parcel"

    Can you confirm your order has the right post code? If it does, then Aramex didn't deliver to the marked address.

    If you live on Elizabeth Street, they can't deliver to any Elizabeth Street in Australia and say it was the marked address.

    • ryanjsoo on 27/12/2024 - 09:55

      In the order I provided the correct code but Aliexpress shipped to the wrong post code from the outset.

  • c64 on 27/12/2024 - 08:32
    +2

    i've also experienced a parcel with correct street but different suburb/postcode. somewhere along the line the parcel must get re-labelled. either a computer or a lazy person must be selecting the first address that matches the street name

    • techno2000 on 27/12/2024 - 09:19

      Hell, Even an accountant in Australia made the same mistake while filing my tax return.Selected the wrong address.

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