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Dhgate

3.4
?

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  • 19 ISSUES RESOLVED
  • 0 COMPANY RESPONSES
  • 2473 TOTAL REVIEWS
Rank
10 out of 286
in Auctions and Marketplaces category
Rating Details
Customer service
Website
Exchange, Refund and Cancellation Policy
Product or Service Quality
Diversity of Products or Services
Statistics of Customer Service Calls
  • TOTAL CALLS
    310
  • SUCCESSFUL
    96%
  • AVG CALL DURATION
    01:57
  • ISSUES RESOLVED
    3%
Top Products and Services
4
359 reviews
3.2
334 reviews
4.2
159 reviews

Amazon

2.2
?

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  • 26 ISSUES RESOLVED
  • 0 COMPANY RESPONSES
  • 1847 TOTAL REVIEWS
Rank
28 out of 286
in Auctions and Marketplaces category
Rating Details
Customer service
Website
Exchange, Refund and Cancellation Policy
Product or Service Quality
Diversity of Products or Services
Statistics of Customer Service Calls
  • TOTAL CALLS
    35
  • SUCCESSFUL
    89%
  • AVG CALL DURATION
    03:21
  • ISSUES RESOLVED
    43%
Top Products and Services
2.4
179 reviews
2.6
144 reviews
2.8
143 reviews

How would you compare Dhgate vs Amazon?

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Anonymous
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As a consumer, I once thought DHgate.com was a Chinese equivalent of Amazon.com. After I had some issues between merchandise received and working through the process to resolve disputes, I realize DHgate.com and Amazon.com have some glaring differences.DIFFERENCE IN PLATFORM:DHgate.com: A buyer is purchasing from a third party seller, not DHgate.

DHgate is not a seller, it just enables and handles the transactions between seller and buyer. GHgate.com (Dūnhuángwǎng) is a business to business website that facilitates the sale of manufactured products from small and medium enterprises mostly in China to buyers world-wide. Few customers will do business with DHport.com which is a manufacturer to business wholesale enterprise that facilitates many DHgate merchants to source products in bulk directly from mostly Chinese manufacturers. I presume that’s how DHgate.com can advertise that they are a wholesaler.Amazon.com: A buyer is often purchasing from Amazon.com, but might be purchasing from a third-party seller.

Amazon, Inc. is multi-level: business-to-customer, business-to-business, and customer-to-customer. Amazon, Inc.’s role depends on the level utilized, but basically if Amazon.com is not the seller, then Amazon acts as an intermediary to facilitate transactions. What a customer needs to know is Amazon lets anyone sell nearly anything using its platform and earn a commission on click-through sales.

Those affiliates can build entire websites based on Amazon's platform. Most Amazon affiliates have an established record and, in theory, can be trusted. But as buyer, I trust Amazon.com more.DIFFERENCE IN MERCHANDISEDHgate.com sellers offer new products mostly manufactured in China. Prices are often very good and sometimes include free shipping.

Asian merchandise dominates the listings. I have learned unique figurines, vases, artwork and decorative items are generally safe purchases. Electronic items, cameras, products with moving parts, products with motors, clothes, apparel, cosmetics, watches and jewelry are risky purchases because the buyer cannot determine the quality, workmanship, fit, color, suitability or functionality until item is received. I have one serious warning: many “brand name” purchases are counterfeits.Amazon.com and affiliated sellers sell most anything.

Most items are new and many are also available in other US markets. Most items are well priced, but big box stores can have a lower price so it pays to shop. Amazon prime customers qualify for free shipping within the US. Since many items are available in US markets, customers have an opportunity to physically examine merchandise and compare price before they purchase from Amazon.

Clothes, apparel, cosmetics, watches and jewelry are moderately safe purchases but the buyer cannot determine the quality, workmanship, fit, color or functionality until item is received. Third-party sellers can offer merchandise not widely available in US markets nor easy to examine or compare prices. When this is the case, the buyer is expected to exercise due diligence to research the seller and the product prior to placing an order. Though rare, it is not unknown that a disreputable Amazon third-party seller can sell inferior and unwarranted manufacturer “seconds” or counterfeit “brand name” merchandise.DIFFERENCE IN SELLERIt is important to remember that DHgate.com is not a seller.

DHgate sellers range from small merchants operating from their home to medium sized retailers. Most sellers are not fluent in English which is one way DHgate helps facilitate a sales transaction. Most DHgate sellers are difficult to research. DHgate sellers are identified with an internet code name (“Chen44”) rather than their actual licensed business name.

Buyers who have a dispute with a seller usually are not permitted to evaluate the seller. That means a seller customer approval rating cannot be trusted to determine the trustworthiness of a DHgate seller. DHgate sellers can quickly and easily change their internet code name.Amazon.com is a seller. When a buyer looks at an item on the Amazon web site it is easy to determine by this statement, “Shipped by and sold from Amazon.com”.

Often there is a statement, “Other Sellers on Amazon” who offer the same merchandise. Click on the seller’s actual licensed business name and the customer will see more information and customer ratings. Amazon.com sellers can also be small merchants operating out of their homes to large retailers. Customer ratings of the Amazon.com seller are generally reliable indicators of a seller’s trustworthiness, especially those with long established Amazon.com affiliation.DIFFERENCE IN DHPAY AND AMAZON PAYDHPay is an agreement with a customer that grants DHgate permission to authorize bank wire transfers or Western Union transfers directly from the customer’s bank account.

Customer authorizes payment when ordering.Amazon Pay is a customer payment option using the customer’s established, preferred method of payment, usually their credit card. Customer authorizes payment when ordering.DIFFERENCE IN ROLE OF CUSTOMER SERVICEDHgate customer service is not allowed to help and, by policy, cannot help a buyer. All communication is via chat, message box or email; buyer will not speak to a DHgate customer service representative. All DHgate customer service can do is help a buyer march down their inflexible conflict resolution protocol that operates on a rigid time frame whatever the urgency.Amazon.com customer service exists to help and, when appropriate, advocate for the purchaser.

Multiple forms of communication are employed including speaking to a live person. Dispute resolution, returns, exchanges and refunds are considered Amazon customer service.DIFFERENCES IN HANDLING DISPUTESDHgate prefers that the buyer and their seller communicate and reach a resolution of the dispute without DHgate involvement. But often the seller is silent because the seller is not required to reply. Unfortunately, buyers cannot trust that DHgate is impartial, nor do they claim to be impartial.DH gate has an inflexible conflict resolution protocol that operates on a rigid time frame whatever the urgency: (1) chat (2) message seller (3) complete Refund and Return form (4) after prescribed days “escalate” to DHgate mediation and submit evidence (5) mediation may take up to 90 days (6) mediation considers the merchandise ordered [i.e., custom made dress – no refund; electric drill does not work – full credit or refund] (7) favorable buyer resolution may include partial refund or refund in the form of merchant credit.DHgate will want irrefutable evidence from the buyer to evaluate should a dispute between one of their sellers and the buyer “escalate” to mediation.DHgate will want a video of the purchaser first opening the package and examining the merchandise to prove seller shipped the wrong item.

DHgate will demand a video to prove the item does not work to the extent that the buyer will demonstrate the electric receptacle supplies power to another device, batteries work in another device, etc.DHgate.com seems to have an advantage because a buyer of a less expensive item is not likely to create such a video.Mediation is not an accurate term because neither party is present; it is binding arbitration. The decision cannot be appealed.DHgate.com seems to leverage to the seller's advantage the fact that return shipment to China is expensive and includes customs fees. The cost of return shipping can easily exceed the value of a less expensive item.Amazon.com states a buyer may make a complaint under the Amazon Payments Buyer Dispute Program or dispute the charge through their issuing bank, but not both at the same time. Any merchant that fails to cooperate in good faith to resolve a buyer's complaint may have its account privileges restricted or terminated.Amazon’s comprehensive return, exchange and refund policies are found on their Help and Customer Service pages of their web site.

They vary according to the merchandise ordered and where it was ordered from. Approved returns are usually a matter of printing the return shipping label, affixing it to the package and mailing it. However, if a buyer purchased from an Amazon.com third-party then the buyer is bound by the third-party’s return and refund policies, not Amazon’s policy. [It’s one of the rights a buyer signs away by checking the box agreeing to terms and conditions.] If the merchant does not accept the return of an item that is made in accordance with the merchant's return policy, you may qualify for coverage under the Amazon A-to-z Guarantee.

Usually third-party sellers either provide a return address within the United States, provide a prepaid return label, or offer a full refund without requesting the item be returned.DIFFERENCE IN LAWIn a dispute between a buyer and a DHgate.com merchant, the resolution is usually regulated by China law. If it is between a buyer and an Amazon.com merchant, it is usually regulated by US law. Just know that China law does not afford a buyer the same protections as US law.This is my most important piece of advice: always pay by a credit card issued in the US. Why?There is one important US consumer protection that applies world-wide and to both DHgate.com and Amazon.com alike: if a buyer purchases using a credit card issued in the US, the Truth in Lending Act give reversal of charges rights depending on the rules of the credit card issuer.

Truth in lending protects a buyer when a merchant does not ship merchandise purchased, ships the wrong item, ships an item that is not or does not function as advertised or has manufacturing defects.

A purchaser has up to 90 days from the date of purchase to file a dispute charge complaint through their credit card issuer. For more information, because there are limitations and restrictions, do an internet search for “chargeback”.

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