Hi guys,
I have bought a couple of things off these guys over the last week or so. There seems to be at-least a couple of deals here everyday from them. What is your experience with the shipping, after sales support, returns, warranty etc. They are also part of cash rewards so it makes sense to buy from them rather than geekbuying.com or coolicool.com etc.
ordered the 3d glasses on the 11 July
still waiting for it to be delivered!
keep waiting until Sept 11//
last few times took them 2 MONTHS + to ship to VIC METRO
sometimes never even got my item!
Hi jaykay,
We are ver sorry for the inconvenience caused to you. Could you please PM me your order number? We would check and solve for you. Thank you.
thats is pushing mate. its impossible to get them by 1-2 weeks.
if you need urgent buy from jbhifi
aaahhh, what I mean was still waiting for it to be sent, still in processing
May I know your order number? I will check it for you. Thank you.
sent thanks for checking
Hi everyone.
Thanks for your attention.
We usually need 3-5 business days arrange the shippment, the shipping time depends on the shipping method you chose. For more information, youc could check it on: http://www.gearbest.com/about/shipping-methods.html
This is our warranty and return policy: http://www.gearbest.com/about/warranty-and-return.html
If you have any problem about the order, please feel free to contact us by the support center or livechat or PM me. We would try our best to solve for you witin 24 hours.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
Hi GearBest.
For the G1W-C dashcam deal in May, I was certain I chose Australia Line Registered Shipping in the checkout, but the order detail page said "Deliveries : Flat Rate Shipping" and the order was shipped very slowly through SingPost.
On your Shipping Method page:
| Shipping Method | Typical Delivery Time | Packaging Charge | Ships to |
|---|---|---|---|
| Australia Line Registered | Typically 3 to 7 business days | FREE for orders over $40, otherwise approx. $4.99 to upgrade to a tracking number or less to upgrade. | Australia shipping address only |
Q1: What is "free" for orders over $40? Is it free Australia Line Registered shipping for orders over $40?
For my most recent order, I didn't get free Australia Line Registered shipping even thought the order was over US$80. I had to pay $2.99. For that I got an estimated shipping time of 3-8 business days:
http://i.imgur.com/5xGNehH.png
However, my order detail ( http://i.imgur.com/dOiJGDd.png ) says the shipping is "Deliveries : Flat Rate Shipping".
I asked Support if my order was going to be shipped via Australia Line Registered. Their response:
For items on our website, you can enjoy free shipping if you choose the Flat rate shipping method. For the Standard Shipping or Expedited Shipping options, you will need to pay for a faster shipping service.
However, the Australia Line Registered belongs to standard shipping way, that's why we charge you for $2.99.
So Support is saying Flat Rate Shipping is slow, but Australia Line Registered is Standard Shipping and fast.
Q2: Why is "Australia Line Registered" shipping a sub-item of "Flat Rate Shipping" in the checkout, and the order marked "Flat Rate Shipping", if it is a faster "Standard" shipping method?
I rephrased my question to Support, asking for confirmation that my order was going to be sent via the faster "Australia Line Registered" method. Their response:
When you checkout, you choose flat shipping: Australia Line Registered, Generally it needs 10-25 business days to you, however, We setted one higher level shipping time, Regarding your order, it just needs 3-7 business days from dispatch.
So you can get your package quickly for paying 2.99usd to us. I hope you can understand us in this point.
I think what Support is saying is, "Free shipping takes 10-25 business days. You have paid for Australia Line Registered, so your order should take 3-7 business days."
Q3: Is my understanding correct?
Hi Thrift，
Thanks for your message and sorry for the inconvenience caused to you.
As for Australia line, it need to pay the extra money for all the order value. Shipping time is 3-8 business days after dispatch.
Yes, your understanding is correct. Free shipping time is 10-25 business days after dispatch, if you paid for Australia line registered, your order only need 3-7 business days after dispatch.
I have report this issue to our manager and we would change the world "Australia line free for order over 40USD".
We wish to apologize for any inconvenience this may caused. Thank you for your patience and kind support.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
Thanks Gina.
Can you please also suggest a change to the order detail page so it shows what shipping method was chosen.
Eg, if Australia Line Registered was chosen, it would be good if the order detail's 'delivery method' said "Deliveries : Australia Line Registered".
Currently it displays "Deliveries : Flat Rate Shipping" (as can be seen at http://i.imgur.com/dOiJGDd.png ).
Also, just for your information, the Order Detail's tracking link for "Australia post Registered" goes to www.szdpex.com.cn - Google lists this site as "suspicious", and displays a malware warning for Chrome web browser users:
http://i.imgur.com/TQ9KRC0.png
The site ahead contains malware
Attackers currently on www.szdpex.com.cn might attempt to install dangerous programs on your computer that steal or delete your information (for example, photos, passwords, messages, and credit cards).
However, Google's diagnostic page states no malware has been found:
http://safebrowsing.clients.google.com/safebrowsing/diagnost…
Diagnostic page for www.szdpex.com.cn
Site is listed as suspicious - visiting this web site may harm your computer.
Of the 6 pages we tested on the site over the past 90 days, 0 page(s) resulted in malicious software being downloaded and installed without user consent. The last time Google visited this site was on 2015-07-11, and suspicious content was never found on this site within the past 90 days.
It's a bit of a scary alert for customers to see. You might consider linking to a different tracking website.
Hi Thrift，
Thanks for your message.
Could you please offer me your order number? I will check it for you. Thank you.
As for the Australia line tracking site, sorry that we don't have this problem when open it. The tracking should be safe. Or you also can track it here: http://eretaillogistics.com.au/tracking.php
Thanks for your kind support.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
Hi Thrift，
Thanks for your message.
Could you please offer me your order number? I will check it for you. Thank you.
As for the Australia line tracking site, sorry that we don't have this problem when open it. The tracking should be safe. Or you also can track it here: http://eretaillogistics.com.au/tracking.php
Thanks for your kind support.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
Thanks Gina, the order arrived this morning.
Unfortunately the screen doesn't look as good as the product image: http://i.imgur.com/OG1WCnA.jpg
Looks like I get to test GearBest returns support :)
Hi Thrift，
Thanks for your picturer. We are very sorry for this issue.
As for our company warranty and return policy, you could reference on: http://www.gearbest.com/about/warranty-and-return.html
Could you please check whether it is the screen protecor problem? We can assure all of our poroduct is brand new.
Besided, could you please PM me your order number and we can solve this issue together？Thanks.
We wish to apologize for any inconvenience this may caused and hope to hear from you.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
Just to close this, Gina's support through OzBargain PM has been great.
The issue is something that sometimes happens during shipping - the digitizer gets stuck to the LCD, but it's not too hard to release it, with no lasting effect - as shown in this TechTablet YouTube vid.
My tablet is up and running fine now.
Hi Thrift，
Thank you very mcuh for your kind understanding in this matter.]
If any question, please feel free to PM me at any time.
Have a nice day to you.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
Hi Gina,
I made an inquiry via private message several weeks ago.
At the time, I received a reply and promise to follow up and contact me.
I'm yet to hear back from you.
I also sent a message last night, which I have not received a reply.
Can you please help me ?
Hi 086,
Sorry that there are so many private message recently and we have miss it before.
I have reply your PM, please kindly check it.
Thanks for your patience and kind support.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
The customer service is really bad.
On their website, it says once you registered and subscribe, you will receive $50 vouchers. But I haven't received anything. I waited on the live Chat and spoke with Hetty and Angelia for about 4 hours. And it is still not resolved. They kept asking me to do the same thing and put me on long hold without telling me that she is going for coffee time. There is no customer service at all.
Sorry, we have checked it and there are points on your account, we would solve for you on the PM.
We should have no such thing as "Best Friend" imo, we should move from vendors to vendors for better quality and better price (at least that will lead to better quality bargain being posted on Ozbargain).
Got the bluetooth shower speaker ages ago, which took about 2 months to arrive iirc. Been hesitant to buy ever since. Which is a shame, because every time I go to their site (usually just a curious look brought on by some OzBargain post), I see a few things that I would like to buy. Then I remember the tedious wait times, and get put off.
Hi Gina,
Bought the G1W-CB dash cam and tried it today.
Device is not powering on at all after trying with the car charger and USB cable provided.
Let's see how the warranty process is like. This is my second experience buying from GB.
First experience was just as bad as when I never received my BT speaker.
Ticket ID - T15072904245
Hi Jiakz,
We are very sorry for this issue.
As for our company warranty and return policy, you could reference on: http://www.gearbest.com/about/warranty-and-return.html
Could you please take a video and send the link to us? Since our technical colleague need to check the problem.
Thanks for your cooperation and hope to hear from you.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
@gearbest
I got a response from GB below, however Why do I need pay extra money to post it back for an item that arrived faulty? Or extra $20 for you guys to send a replacementse. If I was to ship it back, your company should reimburse me for postage costs. Definitely need to dispute with PayPal and CC.
1)Return the items for a full product price or an exchange.
Please check our warranty return policy here:http://www.gearbest.com/about/warranty-and-return.html.
As you can see customer has to cover the shipping fees to send the item back. Once we receive the item we will refund the full product price 43.99USD or exchange the item for you.
2)Partial refund ( No return)
If the repairing fee is less than half of the product price, could you please go to your local phone shop and repair it? We will refund 12USD to your paypal account or 16usd to your GB Wallet.
3)Resending a new one (No return)
We can resend you a new one but you need pay half of the product price 20USD
Hi Jiakz,
As for the return shipping cost, sorry that we have a statement on our website that it is pay by customer: http://www.gearbest.com/about/warranty-and-return.html
I have offer the new solution to you without return on the ticket: T15072904245. Could you please check it again and inform us your decision?
Thanks for your understanding in this matter.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
I ordered a XiaoMi battery 7 weeks ago. Still haven't received it….it's a joke
Sorry, could you please PM me your order number? I will check it for you. Thanks.
Order number is WW1506120514307401.
I've already opened a ticket and you asked me to wait 3-4 more days about 3 weeks ago.
You then later responded with this: "Your order has been shipped out on June 13，therefore your delivery deadline will expire on August 13.
Please free to contact us on that date if you haven't received the package."
If it takes 2 months to arrive, state that on your website. Don't put deceptive estimates of "10-25 business days".
Hi minijumbuk，
Thanks for your reply.
As for free shipping, it usually need 10-25 business days after dispatch.
Somtimes there are a few packages will arrive until 2 month, so we consider the package loss for 2 month.
As for your order, we could resend or refund to you now, may I know your idea?
We wish to apologize for any inconvenience this may caused and hope to hear from you.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
Hi minijumbuk
I have applied the refund, we would refund to your paypal account, please kindly check it with 2-3 days.
Have a nice day to you.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
hmmmm ordered 19 days ago, still hasn't been sent
same position for all these people
https://www.ozbargain.com.au/node/202439?page=1#comment-2945…
they have been responsive but all they say is a few days each time I ask
hmmm
Hi djones145 ,
We are very sorry for the late shipment.
This item is very hot sell and the manufacruer cannot meet all the order demand. We have checked that it is in stock now. Could you please PM me your order number? I will check it for you. Thank you.
We wish to apologize for any inconvenience this may caused and hope to hear from you.
Best regards
Gina
Gestbest Customer Service
http://www.gearbest.com/
Way too many apologies from this mob.
Sounds like 1 man [2 at best} show?
Some of these small businesses use ozbargain as a testing ground?
Pathetic excuses
I am waiting for gearbest to fix their error. I selected an internal $40 refund and it still hasn't been processed.
From Gearbest:
Thanks for your recent message.
Sorry for replying you so late as system upgrade recently.
I have submitted your request to our financial department.
We will refund you in 3-5 business days.
Please kindly check your GB wallet recently.
Please contact us at any time if you require further assistance.
Best Regards
Angelia
GearBest Customer Service
http://www.gearbest.com/
It has been 7 business days now. Not a happy customer gearbest. First you sent me a broken phone and now you failed to provide me with a refund.
Dear Gina and Angelia, when will you sort out this problem?
LOL @ GEARBEST!!!
Absolute failure when it comes to support.
I have been asked to wait another 3 days now! Because of "Sorry for replying you so late as system upgrade recently."
I bought those cheap torches on 14/5 where they reported that they have been shipped at 27/5.
I have open a dispute via PayPal, and also via GearBest web.
They keep asking me to close the dispute and wait until 45 working days and contact them if the package still hasn't arrived.
I did that few days ago and received no response..
I think everyone should be careful when ordering from them.
NEVER EVER close the dispute. They want you to close it so that you don't get your money back.
If they ask you to close it, escalate it instead.
yeah I know..
I was like yeah dude, nice try but that's not going to happen :)
they didn't respond anything though, and Paypal is still reviewing the dispute.
I'll be opening my dispute soon aswell.
I'll be joining you soon, won't be wasting my time anymore
Gina,
It's been over a week and money isn't hasn't been returned to my GB wallet. You mentioned 1-2 days.
Please advise.
My GB Wallet：$0.00
Ticket ID - T15072904245
Recently ordered the Xiaomi bands took almost 30 days (27 to be exact) to arrive so yes they ship via sea of course. Shipping is free what do you expect?
i thought mushtato was ozbargains best friend, trending the odds of actually having higher prices but still get +'s for customer service and fast delivery.