GearBest Return Policy - Any Experiences?

191919 on 18/01/2018 - 13:40
Last edited 26/01/2018 - 10:41

26.02.18 Update: They're resending me a new one for free. Very happy with the escalation/resolution.

Thanks everyone for the advice! :)

So I bought a Oclean One Rechargeable Sonic Electrical Toothbrush from Gearbest via this deal (https://www.ozbargain.com.au/node/342447)

It charged for about a week then stopped charging. Tried different chargers, adapters, power banks, etc. I started the RMA process with them and they asked for a video of the product not working, which I provided, apparently to their satisfaction.

As per an email from them, I now have three choices:

1) Return the item to us.

You can return the item to us in China as per our terms and conditions indicated in the link above.

Once we receive the item, we can exchange or offer a refund of 59.99 USD to your Gearbest Wallet with extra points. As long as the item does not exceed the 45 day money back guarantee limit.

2) Keep the item and accept a partial refund on Wallet as store credit.

We can offer a partial refund of your product value which is 15 USD on your Wallet. This amount can be used for your future orders.

In this case, you can keep the item and do not need to return it to us.

Learn more about wallet benefits : http://www.gearbest.com/about/gb-wallet.html

Learn more about points benefits : http://www.gearbest.com/about/about-points.html

3) Resend a replacement (No return needed).

We can resend you a replacement but we kindly ask you cover a handling fee of 45 USD. If you choose this option, we will send you an invoice and arrange the shipment for you as soon as possible.

I bought via PayPal. Has anyone got a similar experience? Have Gearbest got any leeway on this? I understand Paypal have some protection as well?

Any advice would be greatly appreciated. To be honest I don't realllly want to send the item back as it was quite heavy and would probably be expensive and also it's a bit of a slog to the post office. But I guess that's the best option?

Cheers!

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Comments

  • Savas on 18/01/2018 - 13:43
    +9

    seems like very shitty options

    • JimmyF on 18/01/2018 - 14:02
      +6

      Its the 'joys' of buying from China direct….

  • dcep on 18/01/2018 - 13:45
    +8

    paypal requires you to send it back

    PS: You should expects no warranty/aftersales service when you buy any stuffs from any china sites.

    • 191919 on 18/01/2018 - 13:49

      Yeah, that's why I bought via Paypal. Thought it might give me some tiny bit of help. I knew that the level of RMA service was going to be significantly lower. That's the price you pay for not paying the price, right?

  • [Deactivated] on 18/01/2018 - 13:45
    +2

    Are your teeth rotting now?

    • 191919 on 18/01/2018 - 13:49
      +2

      no, but i have carpal tunnel from going back to my manual toothbrush :(

  • PissLUR on 18/01/2018 - 13:49
    +2

    have you activated the free paypal returns?

    • [Deactivated] on 18/01/2018 - 13:51

      Too late

    • 191919 on 18/01/2018 - 13:54
      +1

      No, but I just did, and it is now giving me the option to submit a claim on that purchase.

      I guess I'll go and return the toothbrush and submit a claim and cross my fingers! Thanks for your help :)

  • Baebs on 18/01/2018 - 14:06
    +1

    My experience wasn't for returns but to cancel a transaction. There is a 4th option where you firmly ask them for a full PayPal refund or explain that you will deal with PayPal to get your money back - they were quick to comply when I tried that.

    • 191919 on 18/01/2018 - 15:07

      But you never actually got the product, right?

      • Baebs on 18/01/2018 - 17:02

        No

  • aussieprepper on 18/01/2018 - 15:40

    The question is can we fix it? Does it power up at all?

    • 191919 on 18/01/2018 - 15:43

      So the 'light' is on the charging station, but nothing happens when the brush is attached. The toothbrush is actually still working, I just assume it'll stop at some point when the battery runs out. Can show you some pics if that helps?

      • callum9999 on 18/01/2018 - 16:07
        +1

        What's meant to happen?

        Every electric toothbrush I've ever owned hasn't visibly done anything when put on the charger.

        • 191919 on 18/01/2018 - 16:23
          +1

          Previously the light on the toothbrush blinked and the nice toothbrush lady living inside it said something about charging.

    • 191919 on 18/01/2018 - 15:44

      P.S. Thanks for the reply!

      • aussieprepper on 18/01/2018 - 15:53
        +1

        Yea sure send pics :P (that's what she said)

        Its magnetic charging?

        • 191919 on 18/01/2018 - 16:08

          yeah, it 'snaps' onto the charger and that's working fine, just nothing appears to happen after that. i cleaned the base of the toothbrush with a cotton bud but to no avail. Will take some pics when I get home in an hour or or two :)

  • dapt on 18/01/2018 - 16:07
    +1

    I had some QCY bluetooth earphones from there, after a few days of use one of the ears died. They offered the same options but a full refund in the wallet with option 2 — which I took.

    • 191919 on 18/01/2018 - 16:24

      What was the cost of them?

      • dapt on 18/01/2018 - 16:34
        +1

        About US$15 I think

        • 191919 on 18/01/2018 - 16:46

          Cheers. Yeah, I guess they play hardball after 50 USD or whatever.

  • msmhw on 18/01/2018 - 21:59
    +1

    I am currently in the same situation. The phone I received just had a problem with the 7 days. They are not willing to consider it as DOA because it powers on. They say it should be totally dead to be eligible for DOA guarantee (they refund return postage). They want 80% as handling fees to send a new phone. But most liking going to return it for full refund, oh well what you can do :(

  • yvesmpicard on 19/01/2018 - 11:52
    +2

    GearBest are bunch of THIEVES and LIARS …. I received one laptop same story …does NOT recharge , but while it was going they were about SIX (6) keys that were NOT working ????
    After weeks of sending emails ..they refused , as well , the DOA …since it was turning ON ..
    And I am still waiting for a REFUND / CR ..ANYTHING …at all !!!!
    I reckon "Ozbargain" should withdrawn OFFERS coming from them !!!!
    GearBest are bunch of THIEVES and LIARS …

    GearBest是一堆THIEVES和LIARS …
    GearBest shì yī duī THIEVES hé LIARS…

    GearBest是一群小偷和騙子…
    GearBest shì yīqún xiǎotōu hé piànzi…

    Compliments of Madame GOOGLE !!!!

  • Store Repgearbest @ GearBest on 24/01/2018 - 18:18

    Hi OP,could you pls pm me with your order number for checking?

    • Silk on 30/01/2018 - 14:16

      Hi
      My item is currently stuck with DHL Hong Kong. The declaration was incorrect and they have said the sender needs to correct before it can be shipped.

  • 191919 on 26/01/2018 - 10:39

    Update: They're resending me a new one for free. Very happy with the escalation/resolution.

    Thanks everyone for the advice! :)

    • SnoozeAndLose on 04/02/2018 - 14:47
      +2

      Dont happy before the replacement arrive to you on hand.

      Ordered Xiaomi cameralast Oct never show up and complaint in December, they said resend a new one by toll globaln tracking show only 8/1 and in the warehouse, northing moved since then.

      Good luck on your case.

  • t-bear on 04/02/2018 - 14:41
    +1

    RMA number is WRMA1801070935458660C
    order number- W1711102202589776
    ticket number- WT17121206371 received faulty mobile phone after trying ticket and email for a solution finally got rma and was told would be refunded 24hrs after( and also refund postage to 25usd-)they received the item back-well the item was delivered and signed for 17 jan 2018 and no response from them at all can not reply to ticket or open another ticket as there is an ongoing rma on the item-they will not answer emails to there support opened a pay pal case they took there time to reply and had the cheek to offer me partial refund 20aud on a104aud item that cost 30aud to return!!!needless to say i refused! paypal are now deciding the out come recommend stay away not worth the crap very angry ex customer
    do not believe there lies about refunds or warranty or any of there other promises——they are all worthless-once they have your money you are on your own—no way to contact them-open a ticket get generic answers - email support get no reply
    and yes this was all with in there 45 days return policy!!!
    they have even changed the time stamp and altered my support ticket!!
    how low can they go????

  • t-bear on 07/02/2018 - 18:36
    +1

    t-bear on Wed, 07/02/2018 - 15:40

    gearbest solution? not going to happen

    Gearbest Customer Support At 02/06/2018 01:42:43 CST

    Dear david,

    Thank you for contacting us.

    Sorry for replying late.

    We can not arrange the refund due to your claim on pay pal?

    Could you please kindly close the claim?So that we can arrange the refund as soon as possible.

    Please contact us at any time if you require further assistance.

    Best Regards
    Hella
    Gearbest Customer Service
    http://www.gearbest.com/
    pay pal have a copy of this also

    if you had any doubts about this scam/fraud company there is the proof

    and these 2 replies below are from the gearbest rep on here via pm

    gearbest on Wed, 07/02/2018 - 17:08
    I will inform my colleague Hella to resolve this problem for you .Please follow up the solution in your Ticket .
    gearbest on Wed, 07/02/2018 - 18:00

    Hi friend,I have confirmed the issue with our CS. Can you please close the case firstly? We will arrange the refund within 1-2 business days when the case is closed .
    On the other hand ,I can promise you to issue an equipment coupon if you have not received the refund within 3 days after the case closed.

    your promise means nothing just as all the assurances on gearbest website

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