cainiao.com Reviews 5,876

I have never experienced such terrible service. I recently purchased a product off of AliExpress, everything was good until when my item arrived in my country , then cainiao was going to do the last mile delivery, until I got a failed delivery notification for my package. I emailed countlessly to cainiao and they told me that the driver accidentally selected the wrong reason for my failed delivery, and they will arrange a redelivery.. i never received my package… then they kept asking me that is my address a business address and do I have business hours.. , I repeatedly told them no, my address isn’t a business address and I have no business hours. And I still never received my package… and I tried to explain my situation to AliExpress, they accepted my refund request but refused to refund me and refused my appeal to dispute request.., I can’t even make a dispute with my credit card company. Because it’s the logistics fault I never got my package.. I lost $11.17 Avoid this logistics company. However , there is a happy ending, miraculously the package showed up on my doorstep along with other aliexpress items I had ordered. So this was resolved . This is a learning experience for all those involved, a learning experience of logistics and customer service. I just hope it never happens again to me or anyone else. Thank you.

bad company

This company provides poor service!!

I would give 0 stars if I could. They said my delivery address was wrong on one order, so I called them and they said "Oh yeah, it isn't wrong, it's correct, we don't know why the driver didn't deliver it" so I said ok can you get the driver to call me next time they try to re-deliver it they said yes. Waited 3 days, they 'tried' to deliver it when I was home, and didn't call me, and said again "Address incorrect unable to deliver". I called AGAIN, and said, hey what is going on? They gave me some song and dance about how my building doesn't have a buzzer at the front then the woman hung up on me! I called back, got the same woman, I went through the whole routine of giving my order number etc, and she HUNG UP ON ME AGAIN when she realized I was the same caller from before! I have since called them 5 times, and gotten nowhere. It has been a full 2 weeks since my package arrived, with no luck, the last time I called a few days ago they said my order was "in the warehouse" and they had to ask the manager to put it out on a truck to be delivered! I am not holding my breath and have asked for a charge back with my bank. Up until a month ago I had NEVER had problems with ordering online from foreign countries, but now I have FIVE orders that all say the same thing! "Address incorrect unable to deliver" which is SO FRUSTRATING. This company is absolute trash. Incompetent, lying, deceitful, lazy, un-caring, absolutely disgraceful. I don't know how they live with themselves to be honest.

I genuinely wonder how some companies manage to get registered when they clearly lack the skills and expertise required to function properly. I placed a bulk order that was divided among different logistics companies. Every other company has delivered their part of the shipment without any issues — except Cainiao.
Cainiao has marked my package as “unsuccessful delivery” for reasons known to them. I have contacted their support several times to confirm my address, which is completely correct. Despite this, the delivery was attempted in Perth Amboy, about 20 miles from where it was supposed to be delivered.
This level of incompetence is unacceptable. If there were an option for zero stars, they would have earned it.

I've been waiting for a package with my granddaughters birthday gifts in it, its last tracking stopped as of October.9 when it reached the local facility in my city. It is now Oct. 28 and they keep telling me it will be delivered in 2 days, in 2 days, in 2 days, and I won't have to call them back! Yeah right. I placed my order with AliExpress on Sept 29 to ensure there was plenty of time to receive my granddaughters gifts in time for her birthday! Well that isn't happening! Do you know how stressed I am? This was the only money I had for her gifts and they don't know where my package is, they say they do but I have yet to see an update, let alone my package! I'm so upset! This is the worst service I experienced! If I don't receive my package by the end of this week I'll have nothing for my granddaughters birthday!

UDecember 23, 2025: NO PACKAGE ORDERED 20 WEEKS AGO.

STAY AWAY FROM cainiao.com!!! SCAMMER ALERT

Zero Stars...

Shipment was promised over eight weeks ago because of the wrong address? Yeah right! Ok, gave them address over a 1/2 dozen times= 6 times over eight weeks = 56 days, and still waiting..

NO PACKAGE BUT A WASTE OF TIME WITH THEIR LIES...

November 23, 2015 / NO PACKAGe

The worst, they don’t sent notification / email that package is out for delivery of failed to be delivered.
The agent I chatted with tried to make me believe that my email is incorrect, when simply they don’t do their job !
They have decided to return my package because they claims that delivery has failed however i haven’t even been notified that package is delivered .

Most Awful delivery service in US. The driver is going to some other st for delivery, marked it failed twice. It’s been one week calling them, providing my phone number in case they need, delivery instructions but the driver marking it failed again. The customer agents are completely awful and UNPROFESSIONAL. This is a nightmare service if you need any additional help. You are lucky if you get your package. This is my third time having the same delivery issues. I am done ordering now. Gross company, wish I can give negative stars🤮🤮🤮

On time and secure.

They were unable to deliver my package. I have verified my adddress to them multiple times but they never try to deliver again. My package has been stuck from 2 months and I never received an update from them.
They also not providing me a document for not delivery of my item

What is worng with Cainiao? I think for lots of us this company means the end to buying on Ali! Parcel Home Israel is beyond dysfunctional. All parcels on the shelves for taking btw if anyone wants to go get some parcels...

I have contacted them on daily basis since 10 days ago. I have told that the agent will contact me to provide me the update within 24 hours, but they failed to contact me to provide me the update! I ordered this tilted wheelchair for my half body paralysed mother for shower, we urgently need to have this wheelchair for shower, my mum has not had shower for more than 2 months! I kept contacting them via webchat, but it just went to deaf ear! They simply ignore my request to contact me to provide me an urgent update! It is really frustrating and disappointing!

Illiterate and useless customer service team, claims to handle my issue within 3 days or contact me if they’re unable to - 2 weeks later, no package or notice/update. Actually the most unhelpful group ever. Terrible delivery company, should go out of business.

HI Cainao company,

I had 2 deliveries (2 packages) that are already in transit for 300+ days. Could you help me to understand if they can be delivered?

My Tracking numbers are the following:
RO883439443EE
RO881756960EE

Email
urababay @ gmail.com

Don't ask again

It's a scam, I ordered my package almost two months ago, and they don't help if you call, they don't give you help, they just tell you that in 7 days you can talk and it will arrive, they don't solve anything for you, in the market it's the same, you can't cancel or ask for help, terrible service from both parties because they don't give you a solution or they give you the runaround so you don't call

Even for a Chinese shipping company these guys a pathetic. Very poor tracking and very slow.

Avoid purchasing from any company that uses Cainiao as final deliverer. If a package is lost, they will ignore you. The call center, email, WA messages- nothing is done and most contact is ignored.

All I want is proof of lost package from over a month ago: CNUSUP00024061002, CNUSUP00024348598

AVOID.

It’s the worst shipping company you can deal with. The customer service agents are very unprofessional. They have no clue what is going on. They keep repeating the same thing. Everything is translated to Chinese hence that takes forever. Sometimes lost in translation.
The tracking numbers are all Wrong. Some locations that they send it to a disgusting, smelly and filthy. It’s a shame that Taibao does not allow SF express.

ORDERED OFF OF ALIEXPRESS AND BOTH THIS COMPANY AND MAILAMERICAS MADE MY 200 DOLLAR PACKAGE GO MISSING THEY REPORTED IT DELIVERED THIS IS WHERE IT GETS GOOD MY ADDRESS HAS 200 BUILDINGS THEY SAID THEY DELIVERED IT BUT NEVER CALLED TO SEE WHICH BUILDING THEY NEEDED TO DELIVER TO IF YOU END WITH THIS COMPANY OR MAILAMERICAS CONSIDER YOUR PACKAGE GONE

No delivery
I've been waiting for multiple weeks since the first failed delivery. I contacted customer service, and I was told they would deliver within 1-3 business days. It's been at least 5, and I have received no update.

Update 10.15.25:
I’ve been waiting several weeks since the first failed delivery with no update. I saw the company’s reply asking for my info — please reach out to me directly through Trustpilot’s private message system so I can provide it securely.