Review Time
I cannot keep silent. I feel Cainiao has a very messy internal process and their selection of partners is very poor. I have consecutive 2 incidents. First one, my TB good is rejected by Cainiao direct shipping and requesting me to redirect to Cainiao collective shipping. Then the collective shipping warehouse LOST my good without any follow-up. The issue is still pending. Second one, the status update shows the good is delivered, but diving deep inside the timeline, "out for delivery" time is the same as the time "good is allocated to local delivery" and "delivery completed" time is exactly 30 mins after "out for delivery". Apparently the record is not correct. Worst is that their Customer Services is useless and can only see what I see and can only apologise and can only say "I will ask someone else to follow up..." with no end. It is very disappointing.
If I could give them 0 stars I would. The company said my package would between Dec. 27 and Jan. 5. They came on the 8th and said they tried to deliver and I was unreachable. 1st no one used the call box for me to let them up to my apartment, 2nd they never called my phone directly to express they were having issues delivering. When I tried to call customer service the number didn't work even though it was during operation hours. They just opened a Whats App as if today and instead of it being open for relaying how many stops the package is away its only for updating address meaning the customer reps can't contact the drivers directly to really know how far the packages are away. I've been waiting 28 days as of today and they said it was out for redelivery 5 days ago. It still hasn't been redelivered. They should be shut down for updates, we are in 2025, this type of service is unexceptable.
I need an urgent resolution for parcel HZH03760800500552777. I paid for home delivery for this shipment on 22 October 2024. There has already been a long delay. Then on 29 December, I received confirmation that parcels will be delivered soon after the Christmas break. That has not occurred. The contradiction is that now Cainiao says that I instructed that I no longer required home delivery. It turns out that on 24 December 2024, Cainiao customer service erroneously changed the status to self pick-up without my authorization (I have evidence of my communication with Cainiao). It is practically impossible for me to pick up 150kg of parcels from the depot. The local delivery provider cannot change the status back to home delivery. Home delivery is essential.I require Cainiao to hire a removalist to collect the parcel from the local provider's depot and deliver it to my address by 20 January. Otherwise I will report this incident to the Australian Consumer Commission and other relevant authorities.
This service is absolutely the worst in the market. They throw packages in the street, take a picture and leave, then they can show a tracking number as a proof of delivery. This is a Chinese company that not even Chinese restaurants in the USA use them for their deliveries.
I had an extremely frustrating experience with CAINIAO, and I feel compelled to warn others. My package (Tracking No: CNUSUP00011326290) was supposedly delivered, but not to my address—it was sent to some random warehouse. When I contacted their customer service, they were incredibly unhelpful.They kept shifting the blame, claiming I needed to "check with my courier." What courier?! CAINIAO was supposed to deliver the package directly to me, not hand it off to some unknown party. Their responses were vague and dismissive, and their so-called "proof of delivery" was useless as it showed a completely unrelated address.This company has no accountability and is clearly incapable of providing proper customer service. The conversation ended with them brushing me off, and now I am left without my package or any clear resolution.I will be contacting my bank to dispute the charge and filing complaints wherever possible. Do yourself a favor and avoid CAINIAO and their partner AliExpress for shipping needs—they are unreliable and unprofessional.
This is the worst. My package showed it sitting at the airport for weeks. The company wouldn't provide me with any information as I am not their customer, so need to get seller to contact them. Seller kept saying wait. 3 months and no item.I now have another package they have had sitting at my local airport for over 3 weeks.To the customer service rep that keeps coming on apologising and asking for details, you have the details of all these people and blew them off. That's why they are writing scathing reviews on here.Stop wasting time sending generic responses on here and get out and find out packages or start pushing your bosses to stop being a bunch of incompetent stonewalling jerk offs.EDIT: 2 hours after posting this review, my 4 month late delivery arrived.Must have thought they can let this one be delivered as they now have another item for me they are holding at their depot for reasons known only to them. Guess it will be here for Christmas... Maybe.
Reflects Jack Ma's ethics and overall Chinese work culture, especially when it comes down to service quality, honor and trust. I never really understood how this ULTRA-SCAMMY company could lose 3 out of 4 parcels of mine all the time. Some parcels are high valued and considerably large, which raised more questions in my mind. But after reading hundreds of reviews here, I realize that everyone's else problems are exactly the problems I've been facing. Basically, they don't deliver 50% to 70% of everything they're hired for. I'm from HK, their service here should be the fastest (best maybe?) given the proximity to China, all sellers and manufacturers. Even though some shippers are located 1 to 2 hours away from here, parcels usually take a month or two to arrive if you're lucky and when they're not lost under the "abnormal" status/excuse. C.S.? Ha ha ha ha. Try to talking to those parrot chatbots... This super-scammy enterprise doesn't even bother opening a hotline because they know they would need an army of operators to handle all the calls and complaints. So you guys from other countries can have an idea of how this company is run and treats customers, you have to check out a @channelchk instagram video from another Hong Kong customer who was PUNCHED and PUSHED out of a cainiao store here by its staff... Just so you know, many HK Cainiao shops (what the hell of business name is this by the way???) are basically abandoned barebone spaces without any signage, decoration or identification, usually with a brainless teenager playing Facebook behind the counter, and hundreds of random mixed-up beaten-up boxes spread/thrown across the floor because that's what YOU deserve for trusting these people to carry/transport/deliver your belongings. We're the fools, folks. You won't believe unless you see it yourself.
I have ordered 4 times from Ali Express and all four times, Cainiao, their delivery service has been the pits. On the first three times Cainiao delivered the packages to 3 different wrong address on all three occasions. Luckily the recipients were honest and they contacted me and I had to go and pick them up myself. I checked the address on the packages and it was correct. The last order was lost while out for delivery to my place by Cainiao. When I contacted Cainiao about the late delivery they only gave me the runaround.I will never order from Ali Express again until they get a better delivery service in Florida.
Why does this company even exist? My shipment from China to the San Francisco Bay Area only took 3 days to arrive and clear customs, then Cainiao was responsible for the last mile. According to their useless tracking information- Jan 12 out for delivery, Jan 13 out for delivery, Jan 14 nothing, Jan 15 truck broke down no delivery. I have called and emailed to get a status at least 4 times. Every interaction gave me a different answer. So either they are liars, or they have no idea what is going on. WHERE IS MY DELIVERY. They have no idea. Now they told me that don't actually have trucks. Someone in a car delivers and they can't find someone to deliver. I live in the SF Bay Area, not exactly a rural area. Last call they said they spoke to dispatch and they said it would be delivered within 2 days. No it wasn't. I will never buy anything through Aliexpress again or use Cainiao. I am convinced that their customer just scams people and hope the go away. Take a look at their responses to negative reviews. They are all the same thing, send us your enail and tracking number, even when someone is saying their package eventually arrived, or if the complaint is not about a delivery. Now tell me their customer service is not a scam. I would be happy to update this review if anything changes. Cainiao, please don't send your canned response to send my email and tracking number. Here is my tracking number. Just find my package and deliver it. CNUSUP00012039967Follow-Up 5 days later. I spoke to customer service again today Jan 20. On Jan 16 they told me the package would be delivered by Jan 19 (see above). The package never came, big surprise. Customer service said that the reality is that they have no idea where the package was located, so they are declaring it lost. It was last reported on a vehicle that broke down, assuming that you even believe that story. I asked if they could get a hold of the driver, did the driver lose it or steal it? They said there is no way to do that. I don't believe it, you have to know who you assigned the delivery to, right? That's it, now I have to figure out how to get $200+ back from someone.OK, to be fair the package arrived 3 days later. However, no tracking follow-up. Cainiao told me it was lost and to contact seller. I did, and then it just showed up.
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