Gearbest
Questions & Answers
Still haven't received my order that was placed in early Sept. No way of responding directly with anyone. Any suggestions from any one?
Asked by Harvey M. on 10/27/2015
21 Answers
Michael K.10/27/2015
You can try the Better Business Bureau like I did however they never responded to them either, they did respond to the tickets I opened up on their site but the replies weren't of much use and not very helpful.
Ray S.10/27/2015
Everything I have ordered has showed up. It takes time some things take longer than others. They have responded to all tickets I have opened on the website. Never had any trouble with GearBest. You just have to be ready to wait for a while for things to show up sometimes.
Sotiris M.10/27/2015
GearBest is safe store. Just need a lot of patience to answer on your support tickets. Sometimes also they late to send the items.
Becky Z.10/27/2015
You can call the phone number that they give you but you must do it during China business hours. The phone number is a line to New York from China so Americans can call without having to call China. I have talked to people thru this number, you better be able to figure out what they say because the girls they put on answering duty barely speak English and have a very heavy accent. They are very nice but not much help to me when I called but maybe you might be luckier than me. 1-347-767-3793 Good Luck!
Robert G.10/27/2015
That was my number one complaint with GearBest: They make it difficult, if not impossible, to communicate with. Oh, their website does provide at least two ways to "contact" them.
One was to chat: I spent an hour and a half waiting to chat - then a message popped up that they didn't have anyone to take my chat!
The second was to leave a message: But you had to enter a code before the message would go through. I entered the code - carefully, and was then told that no, you did it wrong. I tried again, - even more carefully. Fail. I tried it again. Fail. I double and triple checked for upper and lower case. No matter what I did I was told that my message was not going to be passed along. I tried with a different code that was offered. Fail. I got the feeling that GearBest was deliberately making it impossible to contact with them.
After I spent a LONG and frustrating effort to contact them, I resorted to file a claim with PayPal. THEN I got GearBest's attention - sort of. However, GearBest was reluctant to take my complaint seriously, and chose to drag their feet, telling me to wait another 45 days. I waited 60 days, and there was never an effort to make right the fact that I paid for an item that never arrived, and would never arrive. (GearBest did ship the item. However, they chose the infamous United States Postal Service to make the delivery. My purchased item disappeared from the known world only four days after shipping. I kept telling GearBest that the tracking ended three weeks ago, then four weeks ago... but they ignored the fact that USPS either lost the package or that one of USPS's employees stole it.
GearBest was responsible for following up on the carrier's failure. USPS told me that the responsiblity of researching a failed order was GearBest's. I told GearBest this, but they never acknowledge. Eventually, I took matters into my own hands and filed a claim with USPS. Not a pleasant task either. Bottom line from USPS - Too bad for you. The shipment wasn't insured. GearBest didn't offer insurance as an option!
Either way, GearBest had my money. I had nothing. GearBest was both deaf to my complaint and uninterested in dealing with USPS.
This went on far too long, so I escalated my claim. GearBest continued to resist taking action. By then I figured PayPal wasn't going to help either, so I charged PayPal with not taking me serious. Then PayPal made the mistake of insulting me and telling me that I had already received the item and that they terminated the claim.
Burned me up!
I had to challenge them to check the tracking number themselves. They finally did, and quietly refunded my GearBest payment.
Shortly afterward, GearBest must have done the actual work of checking the tracking number themselves, because I finally (OVER 60 days later) got a message from them offering to either re-ship, or put my unfulfilled payment into my "GearBest Wallet". No thank you. By then I was done with GearBest altogether.
GearBest may, I say, MAY, be doing their best. But from my experience they have a lot to learn about how to deal with customers who have a legitimate complaint. Will they ever learn and make it easier to contact? They seriously need to do so. Seriously.
P.S.
After I had my PayPal charge reversed, I then went to Amazon and ordered a similar item. Shipped right way... and like with the GearBest experience, the package disappeared off the tracking radar.
I was sick with anger. Spoke with someone somewhere in the area of India. I give him credit, he tried, but failed to understand how to make the problem fixable. I then tried again, and finally received an invitation to speak with a real person, and he understood and agreed to reship. He even expedited the second shipment. I got my purchase yesterday.
Hey, GearBest! Learn from Amazon.
One was to chat: I spent an hour and a half waiting to chat - then a message popped up that they didn't have anyone to take my chat!
The second was to leave a message: But you had to enter a code before the message would go through. I entered the code - carefully, and was then told that no, you did it wrong. I tried again, - even more carefully. Fail. I tried it again. Fail. I double and triple checked for upper and lower case. No matter what I did I was told that my message was not going to be passed along. I tried with a different code that was offered. Fail. I got the feeling that GearBest was deliberately making it impossible to contact with them.
After I spent a LONG and frustrating effort to contact them, I resorted to file a claim with PayPal. THEN I got GearBest's attention - sort of. However, GearBest was reluctant to take my complaint seriously, and chose to drag their feet, telling me to wait another 45 days. I waited 60 days, and there was never an effort to make right the fact that I paid for an item that never arrived, and would never arrive. (GearBest did ship the item. However, they chose the infamous United States Postal Service to make the delivery. My purchased item disappeared from the known world only four days after shipping. I kept telling GearBest that the tracking ended three weeks ago, then four weeks ago... but they ignored the fact that USPS either lost the package or that one of USPS's employees stole it.
GearBest was responsible for following up on the carrier's failure. USPS told me that the responsiblity of researching a failed order was GearBest's. I told GearBest this, but they never acknowledge. Eventually, I took matters into my own hands and filed a claim with USPS. Not a pleasant task either. Bottom line from USPS - Too bad for you. The shipment wasn't insured. GearBest didn't offer insurance as an option!
Either way, GearBest had my money. I had nothing. GearBest was both deaf to my complaint and uninterested in dealing with USPS.
This went on far too long, so I escalated my claim. GearBest continued to resist taking action. By then I figured PayPal wasn't going to help either, so I charged PayPal with not taking me serious. Then PayPal made the mistake of insulting me and telling me that I had already received the item and that they terminated the claim.
Burned me up!
I had to challenge them to check the tracking number themselves. They finally did, and quietly refunded my GearBest payment.
Shortly afterward, GearBest must have done the actual work of checking the tracking number themselves, because I finally (OVER 60 days later) got a message from them offering to either re-ship, or put my unfulfilled payment into my "GearBest Wallet". No thank you. By then I was done with GearBest altogether.
GearBest may, I say, MAY, be doing their best. But from my experience they have a lot to learn about how to deal with customers who have a legitimate complaint. Will they ever learn and make it easier to contact? They seriously need to do so. Seriously.
P.S.
After I had my PayPal charge reversed, I then went to Amazon and ordered a similar item. Shipped right way... and like with the GearBest experience, the package disappeared off the tracking radar.
I was sick with anger. Spoke with someone somewhere in the area of India. I give him credit, he tried, but failed to understand how to make the problem fixable. I then tried again, and finally received an invitation to speak with a real person, and he understood and agreed to reship. He even expedited the second shipment. I got my purchase yesterday.
Hey, GearBest! Learn from Amazon.
tilo g.10/27/2015
In the Last half year the Support of this Shop is very bad.if you have to get a refund or a reclamation nobody helps you. Sometimes after 4 or 5 Times asking in the Ticket you get an answer. I will not by anymore there because im to much disapointed.
Robert P.10/27/2015
Do not trust them. They will not refund or pay back for not shipped items no matter what they say. They will try to get you to close the PayPal claim with many promises. Do not close your claims. It is the only way to get a refund. They have to be run down out of business by PayPal or other means. I have got my refund from PayPal for one thing I bought on Jul 27 already. The second item is under final review. GearBest will not come through for you. Their reviews are plunging. Listen to actual customers who got taken for a ride. I am still down 110 bucks because I fell for clever adds and forgot a good sense.
Ruth S.2/2/2019
When will I receive my order New Chic I order 3 butterfly embroidery front closer wireless adjustable bars and 1 pair hand made splicing leather soft flat loafers.
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