I purchased a travel case for a specific model of radio controlled quad from a store on aliexpress. It was around the $50 mark which wasn't that expensive, but it also wasn't cheap. However when it arrived, and I put the equipment in the bag, I noticed that a lot of the equipment stuck up out of the foam by up to 50%, including the controller, and propellers. So it didn't protect all around it and the props could spin. Yet in their product photos, all the equipment fitted snugly down into the foam, so the top of the equipment was flush with the top of the foam. The product shots were of the exact model of quad and controller, and the case was advertised for this exact model as well. It appears the case that was used to take the photo was a lot deeper than the case they sent me, so the foam was deeper. However it also appears that the photo they used may have been photoshopped, so the interior of the case was photoshopped into the outer-shell of the case. I contacted the seller, and they wanted me to take photos from above to compare with their photos. I basically proved that their photos were wrong and misleading, but they didn't apologise or admit to that. The case also had a dent on the outside and one of the zips were at an angle when it should have been straight, even though the photo they used showed it all to be straight and good quality. So essentially the product delivered didn't match the descriptions photo. All they said they would offer me was $3 refund. Their english also isn't good, so ctheir communciation isn't good or easy to understand. I said I didn't want the case as it didn't provide as much protection as advertised, and I would need to buy another that has better protection, as there are others that provide full protection. They said the case will still protect it fine, so they totally missed the point. I opened up a refund and return in the aliepxress system, but the seller said I would need to return at my cost. I said I wanted them to pay for shipping it back, as the cost would likely be significant from NZ, and it was 100% their fault as the product images didn't match the product. But they refused saying that they only pay for shipping if the manufacturing defects are significant.
If this was a NZ company, they could be had for misleading photos, but I am not sure if Aliexpress cares that much about that, and it seems to be impossible to actually contact Aliexpress directly about the problem with the misleading product photos. I asked for an email address via their message system, but the person said they could be fired if they gave it out! Their live message system only allows you to type in about 50 characters at a time. I have opened up a dispute, but I suspect that that will side with the seller, as it is quite a large long standing seller, and it doesn't say anywhere that sellers have to pay for return shipping in the case of misleading product information . It doesn't seem that Aliexpresses buyer protection is very good, if buyers have to pay for return shipping, due to the high costs to ship back into China. Is it better for me to do a chargeback with my credit card company if I don't get anywhere with Aliexpress? Has anyone come across this sort of problem before and have any tips? Luckily it is not a big amount, so the most I will lose is $50, as I will have to buy a new replacement case no matter what.