GearBest Customer Service - Not Happy with Experience

supatight on 06/12/2017 - 09:58
Last edited 06/12/2017 - 11:59 by 2 other users

Hi

I grabbed an electric toothbrush from this deal.

Like many others I received Classic instead of updated version. Basicly been stuffed around by customer service given excuse after excuse and finally after many email exchange photos only been offered an 8 USD refund. I would like either 1 of three things:

1 Refund me

2 Gearbest to to send me the item I paid for

3 Gearbest to cover cost of postage and I return item for a refund

I haven’t opened a PayPal case yet or looked at a charge back. I am not happy with whole experience. Am I overreacting?, what should I do from here?. I have even tried to message the rep here and got no response.

UPDATE : I have decided to open a Paypal Case

Electrical & Electronics

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Comments

  • carwashhair on 06/12/2017 - 10:07
    +1

    Gearbest Customer Service

    What customer service?

  • MattyAu on 06/12/2017 - 10:15
    +1

    Quote them their own warranty and returns procedure per their webpage:

    • If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). GearBest will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.

    https://www.gearbest.com/about/warranty-and-return.html#item…

    If they don't offer a suitable resolution, start a Paypal dispute

    • supatight on 06/12/2017 - 10:26
      +2

      My issue is how can they be allowed to post on Ozbargain and have a rep if they treat customers this way. Obviously I would prefer not to have to bother with returning it and just get a refund but I understand and willing to go through all that. But so far they insisting I got the correct item or that photos I provided are not good enough. I have clearly shown them its a classic and after all that offered me 8 usd its just been rubbish excuse after another. They have been banned in the past I am sure why should they be allowed to post deals if they treat ozbraginers this way?.

      • MattyAu on 06/12/2017 - 10:31

        I've ordered the same item, but am still waiting on delivery, I may well end up in the situation. Since Gearbest have been allow back on OZB, I've found they've improved from prior expereince, that's not to say issues won't occur, but if I end up in your situation, I won't hesitate to escalate a Paypal dispute. I've generally found just mentioning that you'll be starting a Paypal dispute will get you the resolution you're entitled to.

        • supatight on 06/12/2017 - 10:53

          I have said to them I will open a dispute and even do charge back but they still only offer 8usd. They shouldn't be allowed to post desls here if they send wrong item and wont provid a resolution, especially when they have been banned in the past.

        • MattyAu on 06/12/2017 - 11:06

          @supatight: If that's the case, I'd be opening a dispute then.
          If others have had the same issue, hopefully they start posting in here. If it appears they've reverted to their old ways, I'm sure they'll be banned again.

  • HighAndDry on 06/12/2017 - 10:24
    +5

    Good Product - Good Price - Good Service.

    Pick 2.

    • bobbified on 06/12/2017 - 14:16

      Pick 2

      Totally agree.

      Firstly, I agree that everyone has the right to receive the product they've ordered and paid for.

      But it's pretty well known that the chinese online stores generally have great prices, but don't have the best reputation for customer service. That makes me wonder why people still get shocked when they don't receive 5-star customer service.

      What I'm saying is, if the customer service is that important, then there are other places that provide that. It just means that their prices will be higher because customer service costs money.

      When I travel and I'm tight on time, I pay extra to fly Qantas or Virgin (instead of Jetstar or Tiger) because their flights are less likely to be cancelled or rescheduled. I only take Jetstar or Tiger (and enjoy their their lower prices) if I have lots of time on my hands and don't mind being a little late if they reschedule.

      Fact is, we can't have everything.

  • Ryanek on 06/12/2017 - 10:27

    They could just be having their daily siesta.

  • 2jzzzz on 06/12/2017 - 10:45

    I am still waiting to get a reply to my brand new Mi Max 2 with a small cluster of dead pixels.

  • Car-la-la on 06/12/2017 - 10:50

    i purchased the lenovo tablet deal from gearbest recently.
    it wont load - just get stuck on the "android is starting" page.
    After a ridiculous amount of msgs & emails they've offered me $30 - pfft pathetic.
    Ive just opened a paypal dispute. i'm happy with replacement or refund, but i'm not paying return shipping costs to China!!

  • Brainwhacker on 06/12/2017 - 11:13

    Having a similar experience with a purchase from Zapals, rep is not responding and the support ticket has not gone anywhere after 5 days

  • mitcheo on 06/12/2017 - 11:16
    +1

    Is there a rep on here? I picked up 4 drone motors on sale for $11.00, normal price $49.00 a few weeks ago and they just wont ship. they are trying to say there is no stock but there clearly is? They are offering me points ETC. I dont want a refund or points just what i paid for.

  • hashtagbargain on 06/12/2017 - 11:17
    +2

    I've personally had it with GB and have blocked it from my feeds. Much happier with zapals/Lightinthebox/aliexpress.

    The last straw was a $100 order that I paid extra for registered post, not even leaving their warehouse after 2 months of wait. GB reps couldnt give me a tracking number and basically told me just wait.

    Yup if it were up to me, GB shouldnt be allowed to post here, given their shoddy business practices. I guess they just get by coz they have the support of OZB management.

  • mooney on 06/12/2017 - 14:21

    Just as a counterpoint- I have bought MANY items from Banggood and Gearbest. Aside from long delivery time I have not had an issue with what they have sold to me. I go into these purchases as buyer beware as I know that the crazy Ozbargain price I am paying is at risk.

    I have actually had one quality issue with a Banggood purchase and their customer service resolution I found to be very good (even if I had to send a video of a light not turning on?!)

    So my point of view is allow them to trade away on OzBargain. Would be good if there could be an OzBargain rating system for sellers.

  • samthebear on 12/12/2017 - 00:07

    I bought a Xiaomi Mijia LED motion sensor light that is battery powered from them. They arrived with the bottom seal cut and all batteries removed. I’ve not been so cheated for such a long time and I’m a regular EBay/banggood buyer.
    If they’re willing to tamper with products just to get some batteries imagine what they’ll do to more expensive items. Maybe even straight out replace a legitimate item with a fake.

    NEVER BUY FROM GEARBEST!!!

  • Glenn457 on 13/12/2017 - 12:51

    I'll add my ongoing experience with Gearbest, ordered an Amazfit watch on Nov 9th 2017, eventually received an email on Nov 21st. saying shipped out. Checked the DPEX website and it says Guangzhou Collection Nov. 21st. Now Dec 13th. no update to the DPEX website and Gearbest website says "not updated" ???. Raised three tickets asking for info. no replies to any of them.
    I can understand that shipping will be slow at this time of year but the lack of info. from Gearbest is starting to worry me. When I buy from Ebay shipments from China usually take 3 weeks.
    I had a friend in China call DPEX and they said there will be no update until the parcel enters Australia Post system. No way I would buy again if this is the way they treat customers. Paypal claim is the next step unless it arrives this month.

  • whodidthat on 13/12/2017 - 13:20

    I've had stuff from them in the past which went ok, but the last two orders - which should have arrived by the end of November (allowed nearly 2 months) have not arrived.

  • Doge on 13/12/2017 - 15:31

    Not to defend gearbest or anything… but when buying cheap crap online you are aware of and accept the risk that the experience may not be as good as walking into a store. They are able to sell items so cheaply because there is basically no warranty and no support despite what they may say on their website. Go to BigW and buy a toothbrush if you aren't happy to accept the risk. You will get a crappier brush and it will cost more but at least there is a person you can strangle when it goes wrong… 0blivion summed it up perfectly.

    • tonyjzx on 05/01/2018 - 12:40

      I think the OP expects Amazon style service for a Gearbest price.

      We all know that everyone one of these Chinese stores have service issues… I bet everyone will have unresolved cases and the reps here will talk the talk but they will ignore open cases as… why bother?

  • Glenn457 on 20/12/2017 - 11:27

    An update to my recent post, I finally received some tracking info. from DPEX, shipment left Hong Kong on 24/11 arrived Sydney DPEX facility on 29/11, three weeks later on 20/12 it is still there, has not been processed or sent to Aust.Post. Gearbest need to find a new method to ship to Aust.

    • whatisk on 20/12/2017 - 13:03

      Currently experiencing the same thing with something sent DPEX. Sent 23/11. No updates in tracking until yesterday all of a sudden where it now says it is in Sydney "processing" - arrived 04/12. Nothing more since then. So no idea if it's stuck in customs or what. Hopefully will get an update soon else I'll just get a charge back.

      I've ordered plenty of other stuff without issue, but they have been via different method even though I always choose the same option at checkout.

  • NonstopBuyer on 21/12/2017 - 02:06

    Been ordering a lot from them. Since September, it's a pure horror (and speaking also on behalf of gadget friend).
    They change shipping method as they wish. I order fast service, pay extra for it, and they send it with super slow method. We're still waiting for dozens of packages since September and October.
    ADDITIONALLY They use Azerbaijan 'tracked' service. Beware, this is untracked extraordinary slow shipping method. And yes, you pay extra for it too.
    Recently opened so many complain tickets, they no longer ship to me. They just cancel all orders.
    The estimated shipping dates are often false.
    to sum up, it's a fraud seller and I now just wait for PayPal resolutions before I close the account.

  • Glenn457 on 23/12/2017 - 08:27

    A further update, now 25 days since it arrived in Sydney. I send tickets asking them to instruct Toll to process it and they reply with the same answer "we have already shipped your order on Nov 21st.". This is correct it left Shenzhen on 21/11 but they seem unable to understand my message that it has been sitting in Sydney for 25 days "clearing".
    If there is a Gearbest rep. monitoring this site please PM me. Your courier is ruining your business. Paypal claim is my next step.

    • whatisk on 23/12/2017 - 17:19

      I got a response from my ticket. Though my orders haven't been 'clearing' in Sydney for as long.

      Response:
      We have dispatched your order xxxxxx. Please check your shipment details below:
      <snip>
      The Holiday season is coming and we wish you receive your item(s) on time.
      However, kindly note that this is peak season for the local post offices and shipping companies that may face a backlog with deliveries. We therefore warmly remind you to expect some delays during this time.
      There may be delays before the tracking information is updated online as well.
      Santa Claus has also informed us that he too is overwhelmed this time of year and might be delivering some presents a little late.
      We thank you very much for your understanding and support.

      Yes, I know the order has been dispatched. So, nothing addressing the fact of the order being in limbo…

      Come new year when the 25 business days are up will be seeking refund from paypal for all overdue orders.

  • Glenn457 on 27/12/2017 - 07:37

    I have received exactly the same reply to my ticket. My order has not moved from clearing since Nov. 29th.

    • whatisk on 27/12/2017 - 09:33

      Someone over on Whirlpool had the same thing happen and it eventually moved and they received it. So at least that gives a little hope.
      I think there's was there from mid-late Nov as well.

  • Glenn457 on 04/01/2018 - 07:33

    January 4th. Lodged yet another ticket with Gearbest. Item has been in Sydney since Nov 29th. still showing as clearing.
    Response from Gearbest: Check with post office : the number Gearbest supply is not an Aust Post registered number so is untraceable.
    Contact shipper courier: No local contact details are available for Dpex.
    Wait until Jan 19thas that is Gearbest cut off ate for delivery. : That is something new I have learned, Gearbest thinks that delivery could take up to 2 months.
    None of this has moved me any closer to getting my delivery but I hope the info. helps others to decide before placing an order with Gearbest.
    Appaling customer service and shipping.

    • whatisk on 04/01/2018 - 09:49

      I have 5 packages in the same state of 'clearing' in Sydney. 3 since Dec 4 and two a week or so after that.

      If Gearbest think delivery could take up to 2 months, they need to change the expected delivery time on their website as it stated 10-25 business days. Two months is the untracked estimated delivery time.

      This new tracking delivery method is a joke. I have stuff delivered way quicker using tracking in the past with a different provider they used.

      • whatisk on 05/01/2018 - 11:17

        2 of the packages that have been 'clearing' in Sydney since 4th December finally arrived today. Not sure about the remaining one that arrived there the same day or the others. But at least there seems to be hope for them being delivered.

        • Glenn457 on 05/01/2018 - 19:27

          Thanks for the update, did the courier website give you any notification or did they just turn up at the post office.

        • whatisk on 07/01/2018 - 16:13

          @Glenn457:

          They just showed up. When I checked the tracking site it still said processing in Sydney.

        • whatisk on 08/01/2018 - 16:02

          @Glenn457:

          And another has shown up today. Still no update in the tracking for the ones that came last week.

        • Glenn457 on 08/01/2018 - 20:50

          Still nothing here, I have almost given up hope of getting it, 43 days now since it arrived in Sydney. Never again.

        • whatisk on 11/01/2018 - 09:34

          @Glenn457:

          So all the items I currently had as 'clearing' in Sydney have arrived.
          Interestingly, one of them have an Aus Post sticker on it saying 'Untracked'. So looks as though perhaps the tracking option on Gearbest is now only until it gets to Australia. There is no tracking once here.

        • Glenn457 on 11/01/2018 - 17:05

          Thanks for sending all of the updates, nothing has arrived here, I've started the Paypal claim process and Gearbest have asked me to wait until Jan 20th and then contact them again. I have told them either give a full refund or the item arrival by 20/1 or I will escalate the process to obtain a refund through Paypal. Not sure what the result will be but I'll post the final result.

        • Glenn457 on 16/01/2018 - 14:39

          The watch arrived today, I'd given up and had started the PayPal claim procedure. Ordered 9/11 delivered 16/1. Gearbest website says no shipping info available Dpex tracking says rec'd and clearing on 29/11 not yet despatched. The package says it was sent from New Zealand ????? I've given up trying to figure out how Gearbest ships but I expect it has a lot to do with using Australia Post at no cost. Hope this helps others to decide if it's worth buying from Gearbest, it's my one and only time.

        • whatisk on 16/01/2018 - 15:56

          @Glenn457:

          Glad it eventually arrived. I have my final 3 Gearbest orders now listed as being clearing Sydney since 01/01. At least I now know what to expect. Should arrive first week of Feb…

  • MattyAu on 09/01/2018 - 12:26

    Just lodged a PayPal 'Item not received' dispute for the same Sonic Toothbrush OP ordered. Have a tracking number but it has clearly been lost in transit by AusPost, as confirmed by an AusPost rep. Gearbest only offered me half my money back, or pay half again for the same order; no thanks, I want my money back.

    In saying that, all other orders I've received from them and been very happy with, especially the remote control car the reaches speeds of up to 75km/h. =D

    • Mikinoz on 11/01/2018 - 17:07

      Remote control car? link please

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