I was on Ali express and was looking for a DIY drone kit, I had purchased and realised that I had only bought the frame. I wanted to enquire on how to get a refund for my product, and so I reached out to customer support who told me how to do it. This is where the problems begin: I tried to log in to my account on the app so I didn’t lose the help tab, and when I tried to log in it wasn’t working it said something along the lines of ‘we are too busy, try again later’, something along those lines which is weird when trying to login to a service? I informed the customer support agent of this, but she knew of my email and the order number. Before consulting me, she proceeds to make the refund for me to which I was told it would be made to my bank account (arriving 1-10 days). Little did I know it wasn’t refunded to my bank account, as I later checked and it said ‘refunded to bonus’. I didn’t know until then that Ali express had a ‘refund to bonus’ or ‘refund to bank’. This is something that the customer service could’ve made me aware of before doing the refund, to make sure that I knew of this as it is my money that she was moving around. I then opened a case to say that I had been lied to, and it had been done on behalf without any authorisation from me as the process wasn’t even mentioned. I asked that they would move the money from the bonus to my bank, as I would’ve liked. They opened the case with the higher team, who tell me that ‘sorry we can’t deal with this case as you made the refund and you chose the bonus option’ which is simply not true, as it was the customer agent. 6 times I reach out and ask the same thing each time explaining it with receipts, and each time I receive the same automated response via email that completely neglects my question, and I’m wondering if it is even a human responding to me. Today I called as I found they had a hotline service, and I spoke to a lady who told me they can’t do anything about it as they ‘can’t make the transaction’. Later on, I decided to open this case with consumer rights and my bank. They are currently investigating and I URGE YOU NOT TO USE ALIEXPRESS! All in all it was a terrible experience, and they are extremely unprofessional with a poor customer service team.