cainiao.com Reviews 5,920

My trasking number never worked from the beginning. All ready its 3 days late, says delivered today. I bet .never again will I buy anything delivered by this company

Should be allowed to give ZERO STARS
WORST LOGISTICS COMPANY YOU WILL EVER DEAL WITH - Don’t buy from AliExpress they steal your money and don’t deliver goods

I am posting this review after months of wasted time and an unacceptable customer experience involving Cainiao / AliExpress logistics.

Two orders placed on AliExpress (3065219621554389 and 3065219621634389) were shipped through Cainiao, with final delivery handled by Colis Privé (France).

One of the parcels was officially lost.

Facts:

Final carrier: Colis Privé

Local tracking number: Q09 501 503 604

Colis Privé conducted two internal investigations

Both investigations concluded that the parcel was lost and never delivered

Colis Privé sent me written email confirmations acknowledging the loss

Colis Privé explicitly stated that no additional document can be issued for a lost parcel

Despite this, AliExpress / Cainiao refused any refund, claiming I did not provide “valid proof”

As a customer, I am being held responsible for a loss that was formally acknowledged by the carrier.

I opened disputes, appeals, provided all requested evidence, and reported the case to French consumer protection authorities (SignalConso / DGCCRF).

Outcome:
✔ Parcel lost
✔ Carrier confirms loss
❌ Customer refunded: NO

This is no longer a logistics issue, but a systemic refusal to take responsibility once a parcel is lost.

I strongly advise consumers to be extremely cautious when Cainiao is involved in the delivery chain.

UPDATE – Response to Cainiao’s public reply

Cainiao has publicly asked me to provide my email address, tracking number, and related information.

For transparency to other consumers:

• All requested information has already been provided multiple times via AliExpress and through official dispute channels.
• The tracking number (Q09 501 503 604) is already included in this review.
• The final carrier (Colis Privé) conducted two formal investigations, both concluding that the parcel was lost and never delivered.
• Colis Privé provided written email confirmations and explicitly stated that no additional document exists in lost-parcel cases.

This public request for “more information” does not reflect the private reality of this case. For over 25 consecutive days, despite full cooperation and official carrier confirmations, no refund has been issued.

This is not a lack of information.
It is a refusal to take responsibility once a parcel is officially confirmed lost.

To future customers:
Be aware that even when a loss is formally acknowledged by the carrier, Cainiao / AliExpress may still deny refunds, leaving the customer to absorb the financial loss.

I wish there were a zero star.
I don't even want to give one star.
They are one of the stupid dispatchers in their company. I hope AliExpress changes to different logistics.

No problems, exactly what I needed, on time, no damage or issues!!

This is just a terrible delivery company! My address in the account is correct. Cainiao Parcel Home in Israel systematically delivers my orders not to the nearest pickup point, and sometimes not even to my city, but to neighboring cities! They are about 7 to 9 km away from me. In correspondence, I asked them to deliver my orders to my city and to my pickup point — it took them 2 months! And even then, something went missing along the way, and AliExpress had to refund me. I don’t know how to get rid of this delivery company!!! I have already changed the address in my account to my local pickup point, and yet the same thing keeps happening — they deliver it 7 km away from me…

once delivered no success with correct address and posted code but they missed it and never come back for next 5 days kept on saying wrong address.
Worst service never come across.

Worst delivery in Singapore partner, parcel holding back and customer service just for show only , no communication after few questions sent, no reply until few days later,

After ordering a smal item on AliExpress to deliver it to the Philippines I was wondering why the delivery takes. Now I found out that the standard shipping of cainiao can take up to 55 days!!! Ridiculous!

This company has a bunch of lazy and ignorant drivers. I question their literacy. Is it hard to follow instructions that have been provided? I have been at the same address for eight years. Customer service is poor. Even some of the customer service reps are lazy and ignorant. I had a driver leave a package outside my complex by a bus stop. I provided clear instructions and they still couldn't get it right. Twice in one week with the same package. Smh!!! I was being generous with the one star.

They don't pay attention to the delivery address and dropped package off at the wrong address and refuse to help me

If I could give zero stars for this review, I would. Seriously the worst shipping company ever. Every single one of the couple deliveries I’ve had with this company has been delayed for days and days after the tracking said it was out for delivery, which means the actual driver has it in his possession and for some reason it still takes them a week to get it to your house.

They tell the seller that they contact me but they didn’t in reality, they propose a return without contacting me . I ask them about the cause they tell me we didn’t find the address and its not my first time i order to this address

Two tracking numbers provided, both show same result. Can't figure out who the final mile carrier is. Submitting to AliExpress for refund, but they need more detail. Seller says contact carrier. Carrier says to contact platform. Carrier says "CNG" tracking number isn't one of theirs. Package scanned in Atlanta and then 4 days later says "the delivery of the package failed due to some reason. Courier usually leaves a notice and will try to deliver again." There was no delivery attempt at the timestamp provided in tracking.

Update: package was delivered. This makes three tracking numbers I’ve had for the shipment. When I contacted Cainiao the last time, I gave my tracking number and they asked if I was asking about another one. Initially I said no but decided to check the tracking number that they asked about and it had details that came close to aligning with my original tracking number’s progress. I still don’t know if that new tracking number is for my package, but now the original tracking number shows delivered. The whole process through Cainiao is very convoluted and the tracking never shows scan locations, just statuses. You don’t get any information on who the final mile carrier is. My package this time was “out for delivery” for two days before it was actually delivered.

If I have an option moving forward to not use Cainiao, I will avoid it.

I am yet to receive this package, as at the time of writing it has only just shipped out and has not left China. Yet it is somehow already delayed!? How do you even manage to delay it this early? Will update when said package arrives

Je n’ai jamais choisi cette société, qui m’a pourtant été imposée pour l’acheminement d’un achat.
Le service client est tout simplement catastrophique : réponses hors sujet, incompréhensibles, parfois contradictoires, donnant l’impression d’échanges automatiques ou totalement déconnectés de la réalité.
Aucun suivi sérieux, aucune prise de responsabilité, aucune volonté de résoudre le problème. Les échanges par e-mail sont lunaires et font perdre un temps considérable.
On a clairement le sentiment que le client n’est pas pris au sérieux.
Expérience extrêmement négative. Société à éviter absolument si vous tenez à votre colis et à votre tranquillité.
:

I never chose this company, yet it was imposed on me for the shipment of a purchase.

The customer service is simply disastrous: off-topic, incomprehensible and sometimes contradictory responses, giving the impression of automated exchanges or ones completely disconnected from reality.

There is no serious follow-up, no accountability, and no willingness to resolve the issue. Email exchanges are surreal and waste a considerable amount of time.

You clearly get the feeling that the customer is not taken seriously.

An extremely negative experience. A company to be avoided at all costs if you care about your parcel and your peace of mind.

Apparently the parcel was delivered and handed to customer. I requested proof because I was in all day and I never had a delivery. Still waiting for it. I looked everywhere outside but no delivery and no response to my request. VERY UNSATISFIED...

This company is a scammer.This is by far the worst courier service I have ever dealt with. My package was marked as “delivered,” but I never received it. After multiple attempts to contact customer service, I was met with silence, excuses, and zero accountability. No investigation, no resolution, and no refund.
It genuinely feels like my package was stolen or deliberately mishandled, and the company made no effort to correct the situation. A courier’s basic responsibility is to deliver packages safely and honestly—this company failed completely.
I would strongly advise anyone to avoid using this courier. If you value your time, money, and peace of mind, choose a more reliable and trustworthy delivery service.

Ordered something back in November 27, it’s Dec 27 hello??? Where is my package. Delay is understandable bc of holiday but damn. First estimate Dec 10-17 then u moved it to 21 then said attempt delivery Dec 26 but failed?? Then Dec 27 you tried again but it’s also late. It’s suppose to be delivered two hours ago. So what the hell