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1.5
Updated by user Jan 14, 2016

**ADVICE** If you still feel comfortable buying from GearBest, then no one can stop you, not even this review. What I can advise you to do is to DOCUMENT EVERYTHING.

I took screen shots of every single message gearbest sent me, and all of my replies to them. I also documented all emails from DHL. I decided to go the chargeback route as I felt PayPal wasn't acting expeditiously with my claim after all that has occurred, instead waiting for GearBest to reply. My own credit card company said PayPal is more towards the seller then to the buyer, so I didn't want to risk it.

After I told my credit card company about my ordeal and the fact that I have documented everything, they advised me I have done the right thing and charged them back immediately. I now have my money back."

Original review posted by user Jan 11, 2016

"If I could give GearBest MINUS stars I would.

Don't get me wrong, Gearbest does have good products, and I have ordered from them before, but the moment you have an issue, like the one I just had, good luck trying to get anything resolved through their Ticketing system or navigating through their terrible responses. Their customer service is the worst!

This situation has to do with an item I ordered, having selected Expedited shipping via DHL.

I received an email from them saying they shipped out the item and they provided me a legitimate DHL tracking number.

When I went to DHL, the status was "Shipment information received" and it stayed that way for days. Anyone who has dealt with any shipping company knows this status DOES NOT mean the item has been shipped out, only that they have received electronic confirmation of a pending shipment.

I contacted DHL directly to find out what is going on and they've informed me that they are still waiting for the shipper (Gearbest) to hand over the package, and that they have not received it yet.

I then contact Gearbest through their ticketing system, and they tell me the item has been shipped and to check the tracking number via 17track.net and not DHL. Now why would I do that? 17track.net is not a shipping company, only a web based tracker that obtains its information from DHL, UPS, or whatever other shipping company.

I try explaining this to them over and over, and what does Gearbest do? They send me the exact same reply as their first one, FOUR different times!! I then contact DHL again just to confirm and they again say they don't have the package and that I should arrange for the shipper to hand it over to them.

After becoming irritated with days of this, I filed a PayPal dispute, and then immediately escalated to a claim. Now, what does Gearbest do now that they see a claim against them? They hand the package over to DHL, only to have DHL return it to them less than 3 hours later!!! The package never left Singapore!!

I mean think about it. If the package was in DHL's hands as they claim, how is it possible the package was returned to them LESS THAN 3 HOURS after the status change?

I then demand a refund again via their ticketing system and guess what? Remember those 4 identical replies? I GET THE EXACT SAME ONE BACK AGAIN! Even though the package was returned to them. UNREAL.

Not only that... 2 days after this identical email, I get a new message from them, in a different ticket, telling me that the item has been shipped out and they are questioning why I have filed a Paypal claim against them?

ARE THEY SERIOUS?? The package is in their hands, never left singapore, and they are still saying they shipped it out?

I have documented all of the correspondence I have had with them, taking screenshots of every ticket, all DHL screens and have placed a sequence of events in it to show PayPal. I may even go as far as issuing a Chargeback against them via my credit card company for this blatantly fraudulent action.

I'm done with Gearbest.

On a side note, take a look at all the replies to poor reviews in here. You'll see I'll get the exact same carbon copy as everyone else, even though the reply in here (once I get it), does not address the sequence of events I put in here. They'll just ask me to contact them to come to a solution.

Well guess what.. I'VE ALREADY TRIED THAT."

Reason of review: Poor customer service.

Monetary Loss: $117.

Preferred solution: Full refund.

Gearbest Cons: Customer service.

Location: Woodbridge, Ontario

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