Same, same with Alibaba. I had to really look around to finally by-pass their auto help. When I did get through to a life person I was disconnected a few times. I persisted & finally communicated to someone who said he would do something about my problem.
This turned out to be a lie.
Someone from Alibaba sent me a customer survey about my complaint. I put in all the details of my complaint. Unsurprisingly they did not do anything about it.
I've had more positive responses when I had a complaint with Amazon, iHerb, Qoo10 .... That's why I still do business with them. The Jack Ma group may be large but if they continue with their substandard treatment of their customers, they will not be as successful.