GeekBuying or DHL Who Is Lying?

Lemily13 on 02/10/2016 - 21:01
Last edited 03/10/2016 - 09:35

Hi Guys

I have purchased a Xiaomi note pro 3 special edition through link below.

https://www.ozbargain.com.au/node/263289

As my current phone is broken, I picked DHL option for fastest delivery.

I received confirming email of dispatch on 26th of September which was Monday, but tracking did not show any movement for two days.

So I called DHL to track my item, and they advised that the seller did not send the good to them yet.

after number of emails and phone calls, Geekbuying finally responded that they had sent the item to DHL, but DHL is so busy right now, they are only sending packages out gradually which I find ridiculous excuse.

now it has been a week since Geekbuying insists that they dispatched my item, but DHL can't find it. (at least nothing on their tracking system)

Now Geekbuying is sending a message out that they are going for Chinese public holiday for few days and I am looking at another week of chasing this item.

I am not sure if DHL has lost my item, or Geekbuying is just screwing with me.

DHL just posted that they have received the item in their HK depot, but still fail to understand how on earth it took a week from GB warehouse to DHL depot which both are in HK.

Thanks

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Comments

  • AssociatedClear @ Geekbuying on 02/10/2016 - 21:14
    +2

    No lie. The National Day holiday period is from October 1 to October 7. Thousands of orders from that deal have been shipped without issue.

    What is your order number? I'll speak to GB

    And what does the tracking information say? Often it's in the processing centre before being sent out by DHL.

    • emily13 on 02/10/2016 - 21:26

      Thanks for fast reply, Clear.
      my order number is 3779341, DHL tracking is showing only one message that they have received shipping info from the seller and it has been same for a week now.

    • emily13 on 03/10/2016 - 09:40

      DHL just posted that they have received the item in their HK depot, but still fail to understand how on earth it took a week from GB warehouse to DHL depot which both are in HK.

      Now I know it is with DHL although it was seriously delayed. Thanks for your input, Clear.

      • AssociatedClear @ Geekbuying on 03/10/2016 - 09:41

        Good to hear. I suspect it got held up in the processing centre that forwards it to DHL.

      • Adz81 on 21/11/2016 - 11:51

        I had the same experience wtih Geekbuying, paid the hefty express shipping fee, plus a "remote location" fee or some such thing (800m's from a capital city, meters, not kilometers)… For a supposed 3-5 day delivery, it took them 4-5 days to get it to DHL, then advised it was another 5 days delivery time.
        Took numerous emails to get a reply, and that was to tell me my tracking number had changed and they, "hoped i could get it soon".

  • spackbace on 02/10/2016 - 21:30
    -1

    I received confirming email of dispatch on 26th of September which was Monday, but tracking did not show any movement for two days.

    So I called DHL to track my item, and they advised that the seller did not send the good to them yet.

    after number of emails and phone calls, Geekbuying finally responded that they had sent the item to DHL, but DHL is so busy right now, they are only sending packages out gradually which I find ridiculous excuse.

    So all of that part because tracking wasn't showing for 2 days? You don't order from China/HK much do you?

    • emily13 on 02/10/2016 - 23:23
      +2

      I don't think you understood my post. My point is that the seller tells me that they had sent the item a week ago and the courier reckons they have not received it and asked me to contact the seller. I understand a delay can happen in international shipping and what not, but According to my seller and the courier, nobody can help me locate my item for a week and it is missing from where I can see. I paid extra to get it delivered in 3~5 business days by DHL, but they actually can't even locate the item for me after a week. The seller keeps telling me that it is with the courier and the courier tells me it is still with the seller. I guess anyone can be unhappy with this kind of situation. Don't you think?

  • [Deactivated] on 02/10/2016 - 21:31

    I'm experiencing a problem with GB too.

    I purchased a Yotaphone more than a week ago, paid extra for TNT shipping. One day later, I got an email from GB saying: "We are sorry to inform you that the TNT couldn't ship from HK warehouse which you ordered from .
    Please be at ease. For this case, we will ship it by DHL which usually takes 3-5 business days to you, and DHL shipping company couldn't ship the package with Mobile Power for safety reason . In order not to delay your order , we will ship the Mobile Power by Registered airmail which usually takes 15-30 business days, and the rest by DHL , hope it is OK for you ."

    I'm not entirely sure what it meant but decided to wait because I wasn't sure what else I could do. So far I haven't heard anything else from them.

    @Clear: if you have a minute, would you be able to explain what the above email means? Why TNT couldn't ship from their HK warehouse and what did they mean by the Mobile Power?

    Sorry to hijack your thread, Emily. Hope you will receive your phone soon.

    • dmc900 on 02/10/2016 - 21:52

      I think some couriers don't carry batteries via air due to safety regulations.
      Mobile power appears to be shipping by sea.

      • AssociatedClear @ Geekbuying on 02/10/2016 - 22:16

        It would be standard airmail via China Post, PostNL etc instead of by sea.

    • AssociatedClear @ Geekbuying on 02/10/2016 - 22:15

      TNT shouldn't even be an option for the HK Warehouse as it's never been available there.

      Did you order other items with the Yotaphone?

      • [Deactivated] on 03/10/2016 - 10:05

        I ordered the phone only. All three shipping options were available to me at the checkout.

        • AssociatedClear @ Geekbuying on 03/10/2016 - 10:07

          Sounds like it's going to be shipped with DHL then. Normally they'll do that and ship any additional items from other warehouses with a different method.

        • [Deactivated] on 04/10/2016 - 21:14

          @Clear: Many thanks for your quick reply, Clear. I will wait another 2 weeks and see what happens.

    • emily13 on 02/10/2016 - 23:30
      +1

      l1403l, good luck to you too, at least you know what happened to your shipping. If DHL can't deliver my phone because of the mobile battery safety, then DHL should not be an option for shipping in the first place and furthermore they should advise me of that situation, not holding me for a week. very poor communication at the least.

      • [Deactivated] on 03/10/2016 - 10:09

        Thanks, Emily. Actually I haven't received any confirmation about the shipping yet. Sounds like it's going to take a while given the public holiday over there.
        Not sure if I would buy from GB again…
        Good to hear that there was an update from DHL for your parcel.

  • [Deactivated] on 03/10/2016 - 08:18
    +2

    I find it difficult to believe that DHL are too busy to scan a barcode when picking up a package.

    I'd say that GeekBuying are feeding you pork pies.

  • Diji1 on 03/10/2016 - 09:50
    -2

    Unless I'm missing something you sound nuts because it's been 9 days since the dispatch email.

    You sound like a customer I would'nt want to have.

    • AssociatedClear @ Geekbuying on 03/10/2016 - 10:03

      You are missing something. The delay was with DHL and not GeekBuying

      • spackbace on 03/10/2016 - 12:01

        His point still stands though ;)

        • AssociatedClear @ Geekbuying on 03/10/2016 - 12:59

          Indeed. It shouldn't take that long to go through the processing centre.

      • [Deactivated] on 03/10/2016 - 13:30
        +1

        I don't believe that it takes DHL 9 days to scan a barcode on a shipping label.

        • AssociatedClear @ Geekbuying on 03/10/2016 - 14:03

          It works like this

          GB Warehouse > Processing Centre > DHL Depot > Australia

          The tracking had confirmed that it was in the processing centre and not the DHL Depot.

    • [Deactivated] on 03/10/2016 - 13:30

      I think it is entirely reasonable.

      It has been over a week, the seller is saying it was sent and courier is saying it was not.

  • peteru on 04/10/2016 - 05:06
    +1

    Clearly poor customer service by the seller.

    DHL are probably the best carrier around when it comes to tracking. If DHL have no record of that package it means that the seller has not booked a pickup and the package has not been handed over to DHL.

    If the seller has charged you extra money for fast shipping and has not lived up to the advertised schedule (for example claiming it ships in 1-2 days, but taking 9 days to hand it to DHL), then it would make sense to ask for a refund on the fast shipping portion of the cost.

  • chrissylcy on 18/11/2016 - 12:12

    How is DHL an express service when I ordered it on 30 Oct? That's 19 days ago. I didn't even get a tracking number?

    Wrote an email to follow up twice to [email protected] with no reply since 2 business days ago. All they do now is to spam me with their newsletters.

    To those who also had a bad experience like me, what did you do to make them do their job? If you report to Paypal?

    This is my first time dealing with Geekbuying - lesson learnt, never going to buy from them again. What a disappointment to treat your customers like this.

    • AssociatedClear @ Geekbuying on 19/11/2016 - 00:06

      What did you order? It sounds like a preorder as processing times are < 7 days.

      DHL will still ship it in 3-5 days.

      • chrissylcy on 21/11/2016 - 11:09

        I ordered [HK Stock][Official International Version]Xiaomi Redmi Note 3 Pro 5.5 Inch FHD 3GB 32GB Smartphone Qualcomm Snapdragon 650 Hexa Core MIUI V7 16.0MP TOUCH ID - Dark Gray on 30 October. They can't even tell me when they are able to ship this.

        Can you please advise how can I get out from this situation? I feel so scammed and trapped!

        Check out their reply below when I try followed up for the third time.

        Hi dear friend ,

        This is the customer service from Geekbuying.
        Thanks for your order.
        We are sorry to tell you that the item you ordered " geekbuying:371104  209801
        " is extremely popular.
        We just need to get them from the factory again.but we can't make sure when it is available. Would you mind changing to this one geekbuying:371103  209802(nearly sell out )
        ?
        Or any idea you have?
        We are sorry for the inconvenience.

        Best regards,
        Janice

        • AssociatedClear @ Geekbuying on 21/11/2016 - 11:42

          Since it's out of stock you can either wait for more stock or cancel the order.

        • chrissylcy on 21/11/2016 - 12:21

          the reply above is sent AFTER I tried to cancel the order. This indicates refusal to refund my money.

          What is your suggestion to allow them to cancel my order?

        • AssociatedClear @ Geekbuying on 23/11/2016 - 10:07

          @chrissylcy: What's your order number? I'll ask for it to be cancelled.

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