Question about GearBest Shipping

freakitude on 26/08/2015 - 17:00
Last edited 26/08/2015 - 18:47

Hi Guys,

I ordered a Chuwi Hi8 tablet from Gearbest on 13/08/2015. The package was sent on 17/08/2015/ Since i paid for expedited shipping the package was supposed to be delivered in 3-7 days. But i still haven't got it.

Tracking screenshot: http://imgur.com/9IwOLWV

The package is showing as last scanned in Sydney on 17/08/2015. But no tracking after that.

I contacted gearbest customer service and they first told me it was picked up on delivered on 17/08/2015. After questioning them how it got delivered to my address in victoria mearly 30 minutes after it was scanned in NSW, Sydney they acknowledged its not delivered and asked me to wait for a week.

Now, i have no problem in waiting but since i paid for expedited shipping and the package cleared customs and arrived sydney on Monday last week i decided to ask if any of ozbargain members have any experience with gearbest expedited shipping.

Also in case its lost or something what is the timeframe for paypal dispute ?

Thanks for your help.

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Comments

  • nocure on 26/08/2015 - 17:04

    Also in case its lost or something what is the timeframe for paypal dispute ?

    180 days ..but the sooner you get the case open the better…I did order one from the last deal and received it within 10 days.

  • Store Repgearbest @ GearBest on 26/08/2015 - 17:27
    +2

    Hi freakitude,

    Thanks for placing your order with Gearbest. I can only imagine your frustration.

    Could you please PM me your order number? Then we can track the package and solve for you.

    We wish to apologize for any inconvenience this may caused and hope to hear from you.

    Best regards
    Gina
    Gearbest Customer Service
    http://www.gearbest.com/

  • stevednj48 on 26/08/2015 - 18:23

    You should be able to now track on auspost website it should give you more info.

  • charlotto on 26/08/2015 - 18:40

    Yeah I'm in a similar situation but my tracking number doesn't work at all. I thought GearBest got they're act together…

    • freakitude on 26/08/2015 - 19:53

      did you select expedited shipping as well. when was your order shipped?

      thanks.

  • freakitude on 26/08/2015 - 18:45

    hi,
    @gearbest rep, thanks i messaged you my order number.

    @stevedjn48, the tracking number is not coming up on Australia post website as well.

  • Guiseppi4 on 26/08/2015 - 19:59
    +4

    bought a VR headset been waiting almost 3 months contacted and no response

    • Benjamin7711 on 08/09/2015 - 11:40

      Open a distupe mate, don't think it's coming. I did this with a phone after they procrastinated to send for about 6 weeks, had the money within the day after opening a dispute.

  • PeteM on 26/08/2015 - 20:17
    +1

    I'm having trouble with GearBest shipping too. I bought an Innos D6000 and selected expedited shipping. Their website states items will arrive in 3 - 7 days and will be shipped with DHL. I was told my item would ship out on the 17th, but it was delayed. Eventually I was told it had shipped on the 20th and was given a tracking number(which doesn't work). Then on the 24th I received an email saying my order had shipped and I could track my parcel using Australia post. I have contacted GearBest twice this week about tracking my order and the fact that I have paid extra for expedited shipping, but they are not responding to my emails.

    I can say one thing for sure, I'll be very careful IF I ever buy anything from GearBest again. They might be alright if you're happy with regular China airmail. But it really annoys me when a business flat out lies.

    • Phsyke on 03/09/2015 - 13:12
      +1

      The worst part is they absolutely lie about shipping times and even stock levels. I have honestly never had such a bad experience in my life, I just can't believe how antagonistic they were towards me as well, threatening me simply because I had to lodge a paypal dispute to get anything resolved.

  • freakitude on 26/08/2015 - 20:35

    Did you try tracking on http://eretaillogistics.com.au/tracking.php . The australia post tracking will only work when the package is in australia in final stages of delivery. Also try contacting them by creating a support ticket via your account . Link http://support.gearbest.com/index/index/ticketlist .

    • PeteM on 27/08/2015 - 12:43

      I've been trying to track mine on both eretaillogistics.com.au and Australia post, neither sites have any record of tracking number. I received a reply to my in depth enquiry, it simply said to track my parcel on eretaillogistics.com.au. I'll probably just lodge a PayPal dispute at the end of this week and buy from somewhere that uses the shipping methods that customers pay for.

  • freakitude on 29/08/2015 - 03:27
    +1

    Just wanted to update that i have opened a dispute on paypal but i have received the same response that it has been picked up by AMS - 20 which i think is australiasian mail service, a subsidiary of eretaillogistics which picked up the package after it got cleared from customs but no idea what happened to it after that as it was supposed to be delivered via australia post registered. I have promised the gearbest rep not to escalate to a paypal claim for another 2 weeks in case inreceive the package. But after that i will have to.

  • Unbreakable on 31/08/2015 - 12:10
    +2

    Hey i'm really interest in your story, mine is the same except, it was on eretaillogistics.com.au as cleared customs but now nothing has happened and it the tracking number does appear there, i ordered three packages from them none of which came in, i've contacted eretaillogistics.com.au and i'm going to say this, something feels really dodgy, either way last time i buy from gearbest, about to contact my credit card provider and start to dispute the transaction, don't feel like i got any other choice.

    In short i feel like all these are shell companies, i work around the corner and nobody picks up the phone or opens the door, and I bet they are run by gearbest to make you feel like your stuff is getting courier but really it's probably snail mailed over here and they are giving you this shell company name so they can say, it's not our fault it's customs or these companies or even Australian post ,but the cold hard truth is that they just send it the cheapest, to try to make that 4 bucks extra of you.

    P.S. They address of eretaillogistics is Australian Mail Services on google maps, but is also Australasian Mail Services, it's dodgy as hell.

  • freakitude on 31/08/2015 - 12:31
    +2

    Hi. Thats what i think too. Can you post a timeline of tracking info.

    Since this is not an isolated incident theres definitely something shifty going on.

    Gearbest keep saying to me that the package has been picked up. But in the tracking info it says picked up by AMS 20 which i think is australiasian mail service. Also the tracking link on AMS website points to homepage. I tried emailing using the contact form but there is no text box to write the query. So i sent a blank email but got an email back from their director in Sydney. I replied with my query but didnt receive a reply back.

    I have lodged a dispute on paypal and will escalate to a claim in another 11 days. In case i do receive the item i am definitely gonna ask for the expedited shipping fee back as that's what i paid for.

    Edit: also i wanna add that i am very careful about where i buy from online but after seeing all the gearbest deals being posted on ozbargain i automatically assumed its a legit company and that's why i got stung. I think this site should be banned from ozbargain or atleast a permanent warning tag for all deals making people aware about this expedited shipping fraud.

    • Unbreakable on 31/08/2015 - 15:23
      +1

      Completely agree! Everything you said!

      My timeline looks like this:
      Placed order 1 August
      Order was shipped on 8 August
      Open Ticket on 21 August to ask where is order? checked tracking number it said, that on the 13 August supposedly the package cleared customs.
      Every few days emails going back and forward them telling me to do stuff like go to post office, or call customs? Has anybody here actually called customs? They don't talk about you order, if the you need to pay GST, they send you form, you order is seized then it's over and you lost whatever it is you wanted. There is no talking to them.
      On 24 August contacted eretaillogistics.com.au for contact.
      On 25 August eretaillogistics.com.au contacted me back, gave them tracking number, no reply.
      30 August i checked tracking and the order is gone completely can't find it now.

      Let me what you think

  • freakitude on 31/08/2015 - 15:25

    I suggest you do a chargeback before its too late.

  • gtr33m on 02/09/2015 - 14:38
    +3

    Don't stress too much, this is quite normal, if not exactly great service. The problem is with Australia Post, not DHL or SingPost or whomever it was shipped with.

    You have to call Australia Post International Parcel service on 1800 007 678 and give them your original tracking details. Apparently there is no online tracking for this service and the only information I was able to get from them was a date of arrival into the country, and acknowledgement that it was in their hands and an (very) approximate date of local dispatch. The person on the phone was very polite, but the information was limited.

    My understanding is that the amount of money that AusPost receives for delivery of international post items like these is very limited, so they don't give it much priority or put much logistics tracking into it. If it happens to land from O/S in your city, then the delivery is local and pretty quick. If it lands in another city, it can take two weeks to get from Sydney to Melbourne or vice versa.

    Contacting Gearbest or eretaillogistics won't get you any more information because as far as their system is concerned it has been delivered and this is the last bit of information they receive.

  • Y8eHv7pLx4 on 03/09/2015 - 09:22

    i've bought from gearbest 3 times, just used the cheap postage.
    all 3 times it has come within 2-3 weeks.

    sorry to hear about your frustration

  • BargainCowboy on 03/09/2015 - 09:29
    +2

    I used regular shipping about a month ago and still waiting… Even regular shouldn't take more than 3 weeks IMO, a bit disappointing.

  • altomic on 03/09/2015 - 09:48

    Everything I have ordered from gearbest (9 orders) have all arrived eventually. But yeah, you paid for expedited shipping and its still hasn't arrived -frustrating. Paypal dispute.

  • yolk on 03/09/2015 - 10:18
    +1

    I had the same issue as well and chose the expedited shipping, stumbled upon this thread and thought I'd share my experience.

    Retail logistic tracking shows

    China 25/08/15 02:56 - Received
    China 25/08/15 03:09 - Shipment in transit
    Sydney Australia 28/08/15 12:34 - Customs cleared
    Sydney Australia 28/08/15 13:32 - Arrival scan
    Sydney Australia 28/08/15 14:13 - Picked up

    No updates since then, checked this morning and there's finally an update

    Melbourne Parcel Facility 02/09/15 22:35 - Processed through facility
    Mount Waverley Parcel Delivery 03/09/2015 06:32 - On board

    I should be receiving my package today and order was placed 22/08/15, so much for expedited shipping.

    • Arnor on 03/09/2015 - 11:27

      At least yours in posted, mines still processing and i bought it on the 25th. Item is shown as in stock too.

    • aim54x on 03/09/2015 - 11:47

      Wow AusPost really dropped the ball on that one. I had a similar experience with a BH order going via DHL > ERetailLogistocs > AusPost…..the actual parcel was delivered and signed for before AusPost updated their tracking. I can't see why gearbest gets the rap for it though. I count 9 business days in total, 4 of them at the hands of AusPost.

      Oh well, glad to hear your parcel should arrive today.

  • save a penny on 03/09/2015 - 11:34
    +4

    This is gearbest at its best.I to like a lot of us have had nothing but problems with gearbest currently have PayPal dispute going through now.There customer service is appalling on par with kogan.My last to orders came with a invalid tracking number,so when you have to email them the email does not go through to gearbest because invalid tracking number very sneeky my shopping days are now finished with gearbest I now only go through banggood and tinydeal

  • Phsyke on 03/09/2015 - 13:09
    +3

    Gearbest have the worst customer service I have ever dealt with. Not only do they not even read their own emails or order invoices, they refuse to provide a refund after CONFIRMING they have not shipped out any items in over 3 months. Trying to get either your original item, or even a refund from them, is like pulling teeth. The problem is also that half the staff speak broken english, so they do not seem to understand plain english half the time. It ends up being this circular game of bad google translations.

    Honestly, this is the worst company I have ever dealt with in my life, and that is saying a lot.

  • freakitude on 22/09/2015 - 23:31

    I am replying to update that the order was never received. I have received refund via Paypal dispute today. Also i am pasting their last reply to me below so others know what sort of company they are dealing with.

    Thanks for your reply.

    After examining your case, we would like to solve the issue by offering you the following options:

    1)Refund you 50% of the product value.

    When you do not receive your order on 11 of October, we will refund the remaining money.

    2)Resend

    You need to pay the shipping fee and 40% of the product value ($35.16) for resending.

    However, there is a precondition: you need to close the case first.

    Because your order is abnormal in our system, we can not refund nor resend.

    We hope that you've found the answer useful, you're always welcome to contact us for more information.

    Best Regards

    Irene

    Gearbest Customer Service
    http://www.gearbest.com/

    • Store Repgearbest @ GearBest on 23/09/2015 - 16:05

      Hi freakitude,

      I am so sorry to hear about this situation..

      As we talked on the PM before, I have promised to offer the full refund to you. But very regret that you still open the case. Now this order is survery by paypal and we cannot handle it.

      We did try our best to solve this issue for you. Hope you can understand and solve this issue togerher.

      Best Regards
      Gina
      Gearbest Customer Service
      http://www.gearbest.com/

  • djones145 on 23/09/2015 - 07:05

    https://www.ozbargain.com.au/node/211479

    Good luck make, most of the people here have been waiting 3 months

  • dimon baton on 22/08/2018 - 20:32

    Same issue here, two items I've order lost track after arriving to Australia. Opened case for the first item (4 months since order date) and the second item was ordered 1 months ago. Sounds fishy guys.

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