Anyone who has shown even a little interest in sourcing goods from China will sooner or later come across Alibaba. Alibaba is, as you know, the largest platform for trade with China. However, year after year we receive emails in which you complain that you bought independently through Alibaba and that you were damaged in one way or another. The peak was probably in 2022, when a customer from Bosnia and Herzegovina complained that they were damaged for €50,000. Unfortunately, once you send money and pay for goods independently, without us, we can no longer help you. For this reason, we did not write about the complaints you have about Alibaba. However, now we must – because it has become personal.
Why We Do Not Use Alibaba
We have been dealing with sourcing, control, inspection and shipping of goods from China for almost 15 years, but when we work for our clients we do not use Alibaba, but work directly with manufacturer companies.
We are certainly fully familiar with the way Alibaba works. Moreover, we had our company represented on that platform. You can read the text about that on our page Alibaba Sales – An Inside View.
So we know what to pay attention to when choosing from whom to buy goods: from those basic information – that the seller has been on the platform for many years, that they have a large number of transactions, that they have good ratings – to those details that are not visible outside China.
Our Experience with Alibaba – Electric Bicycle
For personal needs, Mr. Glušac bought a gift for his brother's birthday from a Chinese company registered in China, but with warehouses in the US and EU. It was an electric bicycle worth $950. If a company has its own warehouse in Europe, it is to be expected that the goods will be up to EU standards and that there will be no problems – but...
The warehouse is in Poland and after payment the goods arrived on time at the destination (Vienna, Austria). However, when the bicycle arrived, problems appeared immediately during assembly.
Problems During Assembly
The seat tube and the post tube into which the seat tube should fit do not match; the widths differ significantly. We somehow got over it, our man managed and solved this "small thing".
First Ride and Breakdown
The next day, first ride of the new bicycle, on "electricity". Everything worked until suddenly the vehicle started losing power and stopping. The battery is full, but the bicycle does not work. Obviously the fault is in the electronics. The bicycle has not even travelled 10 km!
Dispute Process on Alibaba
Of course, we immediately called the company and complained about the product. As should be, we first tried to resolve the dispute with them, but since that did not work, we turned to Alibaba for help. For those who have been lucky and never saw this, it looks like this:
When you start a dispute on Alibaba, the person you communicate with first tells you to resolve the dispute with the seller yourself:
And then some time passes waiting for the seller to respond, and there is no trace of the seller:
After a month you are really annoyed, replacement parts are not sent, and you agree to any option – delivery of a new bicycle or that they pick it up and return the money:
Of course, you expect Alibaba to protect you. And then the second month of your agony passes and you think: the seller did not receive your money, since you complained about the product within the warranty period, and you expect a full refund from Alibaba. And you ask Alibaba for that, but... Then you get an offer for a refund of only $100. You think: what, how, why?
After two months of agony you have had enough of everything so you agree to the offer – take what you can get:
What This Means for You
In the end, the question remains: in what way is the buyer protected by Alibaba? What would happen if it was some larger order? Who to trust on Alibaba, if such sellers sell in the US and EU countries? This was our recent experience with Alibaba.
Fortunately, this order was for personal use. We say this because some customers insist that we source goods from a seller they found on Alibaba or some other platform.
Why We Don’t Use Alibaba in Our Sourcing Process
Whoever has worked with us knows that we do not source goods and products from Alibaba. And why would we?
Would a company that, say, bought in Serbia from Serbia via a platform like Alibaba or directly from the manufacturer, without intermediaries? There is no logic in using an intermediary, is there?
To avoid such and similar problems, please contact us on time, before you start the adventure of buying goods from Alibaba!
Contact us for any other help with sourcing goods from China – we will be happy to help you.
Frequently Asked Questions
Is buying through Alibaba safe?
Alibaba can be useful, but carries risk, especially if you buy independently without experience. Our and our clients' experience shows that disputes often end in favour of the seller or with a very small refund compared to the amount paid.
Why do you not use Alibaba for sourcing goods?
We do not use Alibaba when working for clients, because we work directly with manufacturers and verified factories. In this way we avoid intermediaries, reduce the risk of poor quality and fraud and have already built relationships with suppliers.
What should I do if I have already paid for goods through Alibaba and have a problem?
Collect all documentation (order, correspondence, photos and videos of the problem) and start a dispute through Alibaba as soon as possible. You can write to us for advice, but keep in mind that if we were not involved before payment, our ability to help resolve the dispute is limited.
Can you buy goods from a seller I found on Alibaba?
Sometimes clients insist that we work with a seller they found on Alibaba themselves, but we do not recommend it. It is much safer to find and verify the direct manufacturer or supplier, instead of relying on an unknown account on the platform.
How can I avoid such problems when buying from China?
The most important thing is to contact us before any payment. We check the supplier, agree on specifications, inspection and shipping conditions, so that we minimise the risk of errors, poor quality and disputes.
More articles on Alibaba and AliExpress
If you want to move from an overview of the Alibaba ecosystem to concrete steps, experiences, and safe buying, check out these articles:
Overview
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Alibaba Group
Overview of the Alibaba ecosystem: Alibaba.com (B2B), AliExpress, 1688, Taobao, Tmall, and key differences. -
Alibaba – pros and cons
Advantages, risks, and when Alibaba is the best solution for your business.
Buying and safety
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How to buy from Alibaba
Step‑by‑step: registration, search, communication, samples, negotiation, ordering, and payment. -
Tips for safe buying on Alibaba
How to protect yourself: Trade Assurance, supplier verification, red flags, and pre‑shipment inspection. -
Red flags when buying on Alibaba
The most common pitfalls, companies disappearing from the platform, and how not to lose your goods and money. -
Creating a Request for Quotation (RFQ)
How to write a good RFQ, filter quotes, and compare multiple suppliers at once. -
Alibaba experiences
Our Alibaba experience as buyers and why we don't use it. -
Selling on Alibaba – an inside look
If you want to see how Alibaba looks from the seller's side, read about our experience on Alibaba.
AliExpress
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AliExpress – basics
How AliExpress works, when to use it instead of Alibaba, and how to test products in small quantities. -
AliExpress buyer protection
Buyer Protection, opening a dispute, refunds, and tips for safe buying.
Supplier Guide
Finding and verifying suppliers
How to systematically find suppliers and check whether they’re truly reliable before you start working together.
How to choose a manufacturer in China
Practical criteria for choosing a factory once you’ve narrowed down your supplier list.
The Most Cost-Effective Way to Buy from China
Compare three buying options - cheap(B2C), cheaper(bulk on Alibaba), and most cost-effective(local factories + China agent).
How to Negotiate with Chinese Suppliers
A practical guide to negotiating with Chinese suppliers, with a focus on preparation, cooperation terms, and getting the right price.
MOQ and hidden import costs
What MOQ means, how to negotiate it, and which additional costs you should plan for before ordering.
Choosing Products to Import from China
Go back to our guides on finding profitable products and learn which regions of China specialize in different product categories.
← Back to Product SelectionCustoms and Import Regulations
Once you've selected a supplier, the next step is understanding HS codes, customs duties, product origin requirements, and the paperwork needed for importing.
Continue to Customs →Back to: ← China Supplier Guides
Back to: ← China Sourcing Hub