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Updated by user Feb 09, 2016

Still no response from gearbest.com

Original review posted by user Jan 10, 2016

BEWARE OF GEARBEST.COM!!!

I was given to believe that the item was in stock when I ordered it on 11/30. Terrible customer service. No viable answers to questions, just cookie cutter answers. They didn't even seem to read my questions. Took over a month to receive this product which was supposed to be a Christmas gift.

Here are the examples of their "customer service":

12/10/15

Ticket: T151210****28

Order Number: W151129****03****

Message Type: What is my order status? ( Not dispatched only)

Subject: Why has my order not been sent

Message: It has been over a week and still no status change. Where is my order?

12/11/15

Thank you for your recent order at gearbest.com

The item your ordered is a hot sale and there have been significant supply issues with the manufacturer.

We are as disappointed as you and feel let down by the manufacturer.

In order to resolve this issue : we would like to offer you the following options:

Option 1: Exchange for product(s) of equivalent value.

In this case, please kindly give us the product link (url) you would like to order instead.

If there is any price difference, we will either ask you to pay it or we will refund the balance if any.

( why would I risk purchasing another product from them?)

Option 2๏ผš Wait for it

Please wait for one more week and when we have the item(s) in stock, we will ship them to you as soon as possible.

Option 3: Refund the unavailable item to your GB wallet (store credit)

We will refund the unavailable item price and exceptionally reward you with extra points (e.g. If your item is 1usd = 5 points , 3usd=3*5 points => get 15 points etc).

You can use both your wallet and points to purchase your future products.

(once again why would I want a credit to my account with a company I never plan to use again?)

Could you please let us know your preferred option?(Please choose only one)

We look forward to hearing from you soon.

Thank you for your understanding and collaboration.

Best Regards

Support Center

Gearbest Customer Service

My response on 12/11/15

I am very disappointed. Why sell an item that you do not have? I have no choice but to wait as credit to my wallet on this site does me no good. Please ship this item as soon as possible.

(What else could I do?)

Their response 12/11/15

Dear michael,

Thank you for your understanding.

(My understanding? Did they not read my response? Obviously not)

When we have the item(s) in stock, we will ship them to you as soon as possible.

Once we ship it you will receive an email from us.

We are sorry for any inconvenience caused to you.

Thank you for your patience.

(once again no choice)

Best Regards

Gearbest Customer Service

My response on 12/13/15

When will you get it in stock?

Their reply on 12/14/15:

Dear michael,

Thank you for your reply.

I have checked the stock availability and I'm pleased to inform you that the items you have ordered are in stock and are now ready for shipping.

Once your order has been shipped out we will send you a confirmation email.

We kindly ask you that you wait a little more.

Alternatively,you can also see the information when you log in your account on our website and review your order here http://user.gearbest.com/my-orders.html

Thank you for your patience and kind support.

Best Regards

Monica

Gearbest Customer Service

12/14/15 I responded with:

I hope you are going to expedite the shipping since I had to wait so long for an item you didn't even have.

Their reply 12/15/15

Dear michael,

We apologise for this inconvenience.

I have checked it for you, because the limit shipping method, this item can't be shipped to expedite the shipping.

We are sorry for any inconvenience caused to you.

Thank you for your patience.

Best Regards

Monica

Ticket was then closed by them.

12/27/15

Ticket: T151********

Order Number: W151129****03****

Message Type: What is my order status? ( Not dispatched only)

Subject: where is my order

First you said my item would be mailed out on dec 14th, then you said dec 24 th. The tracking for the first one says processing, and the tracking for the second one says not found. What is going on here? This has been one of the worst shopping experiences I have had this year.

Thank you very much for ordering on Gearbest.

Please take a look at your shipping details as follows:

The delivery information

Tracking number: 775255****60,shipping method: USZXSW,

tracking site: http://www.yuntrack.com/ shipping date: 2015-12-16 08:52:14,estimated time: 8-15 business days,

sku*quantity:13780**** * 1,

The precise shipping time can also be affected by factors such as customs, remote locations, peak shipping periods, Holidays and Festivals, inclement weather and operational issues impacting the shipping company.

Thank you very much for your patience.

If your problem isn't solved, you can reply this ticket to get further assistance. We are always happy to help you. Thanks for you patience and understanding.

Best Regards

Gearbest Customer Service

my response:

At :12/28/2015 12:18:19 UTC

I know all of that. did you not read my message? When I enter that tracking number, it says "not Found"

Thank you for contacting us regarding your order.

After tracking your parcel on http://www.yuntrack.com/

I am sorry to inform you that the tracking number is inactive right now. If you got a tracking result such as " Not found", it's telling you that your tracking information is unavailable at this time. It does not mean that we haven't mailed your package.

Please review our shipment details below:

The delivery information

Tracking number: 775255****60,shipping method: USZXSW,

tracking site: http://www.yuntrack.com/ shipping date: 2015-12-16 08:52:14,estimated time: 8-15 business days,

sku*quantity:13780**** * 1,

NOTES:

1.There may be delay between scanning events and the website's updates.Once we have shipped the item ,the tracking status will take a few days to be updated online by theshipper. Therefore,please hold on for a few more days and try again later.

2.Usually, most parcels with this carrier will be received within 8-15 working days after shipment date. This timeframe is valid regardless of the tracking information's availability.

All of the Electric Scooter Skateboard are rigorously and inspected in customs.

Most of the orders have been delayed.

Thank you very much for you patience and understanding.

Best Regards

Hella

Gearbest Customer Service

Ticket closed by them.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Gearbest Cons: Way they handles their error.

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