Beware Gearbest (experience review)

Kiwironic · Apr 18, 2017

Long story short...
I ordered an OBS Engine Nano, which I haven't received. Paid Gearbest for it. Got a tracking number, tracking number shows it never made it to my country, contacted Gearbest, they requested I contact my post office, I got an email from the post in my country confirming that the item never made it to the country. They asked me to wait until the 18th April.

Here is their final response after 2 days short of a month of stalling, they sent me this:

We wish to apologize for unsuccessfully delivery.
The shipping company is actually responsible for delayed delivery which is sadly beyond our control.
If you want to get one tracking number, please kindly choose post registered instead of post unregistered.
Based on out policy, we are unable to offer the full refund or replacement for free as you did not purchase insurance.
In that case, we commend that please pay for the insurance for your next order.
Please kindly tell us the decision about possible solutions we offered.
Thank you for your kind support.

Best regards

wow, it's my fault that I didn't pay extra to make sure I receive the product I paid for.

Anyway, I contacted Paypal and they have lodged a claim.

Here is full communication back and forth. Please let me know if I am being unreasonable.

Click here to view it in full size: http://vapingunderground.com/attachments/12-jpg.79886/

inspects · Apr 18, 2017

Being in business myself...it IS my responsibility to deliver goods to clients.

Kiwironic · Apr 18, 2017

Paypal on the phone support were great, they opened a claim eventhough the buyer protection deadline date has passed thanks to Gearbest stalling and me trusting them in good faith.

inspects · Apr 18, 2017

I'll add Gearbest to my list of DO NOT BUY FROM.

Kiwironic · Apr 18, 2017

inspects said:
Being in business myself...it IS my responsibility to deliver goods to clients.

Thanks, I am trying to be fair, and I value other people's view on the matter. I always consider the possibility that I am wrong.

inspects · Apr 18, 2017

Kiwironic said:
Paypal on the phone support were great, they opened a claim eventhough the buyer protection deadline date has passed thanks to Gearbest stalling and me trusting them in good faith.

Good, I hope you get your money back....!

inspects · Apr 18, 2017

I don't care if a product has to be sent by pack-mule....it's still MY responsibility it's delivered.

Kiwironic · Apr 18, 2017

For the sake of fairness. I want to also mention that I have ordered many items from Gearbest and most of them arrived (very late most of the time) but did arrive and in good condition. Except for one time I was sold a FAKE SMOK product, which they have refunded a week later after submitting a formal complaint.

JuicyLucy · Apr 18, 2017

I hear more legitimate complaints about GB than any other vender, no matter what country

Kiwironic · Apr 18, 2017

inspects said:
I don't care if a product has to be sent by pack-mule....it's still MY responsibility it's delivered.

As a seller yes of course, I sold something once which never made it, refunded the buyer two days later (was sent with overnight shipping) and took it with the postal company who admitted they have lost the item and paid me back for its value and refunded the shipping fees.

JuicyLucy said:
I hear more legitimate complaints about GB than any other vender, no matter what country

They sell a lot, and value is good if you get your items. However, look at amazon for example, they also sell a lot, cheaper too but their customer service and fair policies are fair. I hope GB step up and fix their issues, if they want to do well in the market.

Funny thing is, they always keep my product reviews on the product page only if they like them

gakudzu · Apr 18, 2017

Oh, lovely :facepalm:

I've got 2 orders with them that shipped on 03/16 and 03/18, and haven't shown any activity since. I did pay for the insurance, though. Guess I'll just :wait:

another month before contacting them, since they're likely going to give me the same runaround they gave you.

Best of luck to you.

SirRichardRear · Apr 18, 2017

@Vapor.gearbest
can we get a response please

eSMOKA · Apr 18, 2017

People dog FastTech, but I have over 50 orders under my belt with them and have never had a major problem. They have their faults, but I rarely order from any other Chinese vendor anymore. I use e-packet or USPS HK Post and I always receive my orders within 20 days from stated "shipped" date.

I only ever ordered from GB once and it took over 30 days to arrive. Too much of a hassle. I only ordered from them because FT didn't carry that item (KSD 18350 Vamo Box 25W - FT only carried the LiPo version)

Kiwironic · Apr 18, 2017

gakudzu said:
Oh, lovely

I've got 2 orders with them that shipped on 03/16 and 03/18, and haven't shown any activity since. I did pay for the insurance, though. Guess I'll just another month before contacting them, since they're likely going to give me the same runaround they gave you.

Best of luck to you.

Thanks for the nice wishes, and yeah, you should be alright, GB do fudge up every now and again but mostly fine. Knowing about what "might" happen can help someone in a similar situation.

eSMOKA said:
People dog FastTech, but I have over 50 orders under my belt with them and have never had a major problem. They have their faults, but I rarely order from any other Chinese vendor anymore. I use e-packet or USPS HK Post and I always receive my orders within 20 days from stated "shipped" date.

I only ever ordered from GB once and it took over 30 days to arrive. Too much of a hassle. I only ordered from them because FT didn't carry that item (KSD 18350 Vamo Box 25W - FT only carried the LiPo version)

I understand, and I did mention that I had no issues for most of my orders. What I am not happy about that for some reason they said we cannot help you until the 18th of April, which by some convenient "coincidence" happens to be 3 days after paypal buyer protection expiry date for that order. After that they say "sorry, you should have bought insurance".

Don't you think it's unethical to do that to customers?

JuicyLucy · Apr 18, 2017

Kiwironic said:
Don't you think it's unethical to do that to customers?

Yes

However, some overseas suppliers have different views, different laws, etc

eSMOKA · Apr 18, 2017

Kiwironic said:
Don't you think it's unethical to do that to customers?

Personally, I don't. I don't see how a retailer can be held responsible for the actions or inaction of a carrier they have no control over. That's what insurance is for. However, if they do not offer shipping options with insurance, then they have to insure the package, IMHO.

Also, realize that the Chinese have a very different view of what customer service is. Especially the retailers that play the discount market. They've gotten better, but they will never be at the level of the USA.

eSMOKA · Apr 18, 2017

Kiwironic · Apr 18, 2017

eSMOKA said:
Personally, I don't. I don't see how a retailer can be held responsible for the actions or inaction of a carrier they have no control over. That's what insurance is for. However, if they do not offer shipping options with insurance, then they have to insure the package, IMHO.

Also, realize that the Chinese have a very different view of what customer service is. Especially the retailers that play the discount market. They've gotten better, but they will never be at the level of the USA.

hellcatrydr said:
I disagree with this vehemently.
The shipping charge covers shipping.

It is 100% the seller's responsibility to get the item to the address.
jmo

Seller being responsible or not, is not the issue here. The real issue is the customer support tactics in stalling, not telling you what you need to know UNTIL they made sure it's too late for you to make a dispute on Paypal, which, by the way, has some very fair "no show" and "dead on arrival" policies.

I still have a few orders with GB, I will not rely on their support, but will start claims with paypal if I don't get them or they are DOA.

I have a fair amount of points in my GB account, so might get one more thing to use that balance then I am questioning using them. I consider Ebay more reliable than GB.

eSMOKA · Apr 18, 2017

I could be wrong, but one reason why Chinese retailers stall is because they want to make sure the package is not going to be "unstuck" and eventually shipped to you. I have had a few packages from FastTech get "stuck". I was patient, they eventually got "unstuck" and were delivered.

Chinese retailers seem to not really care how long it takes to get to you, just that you get it eventually (the good ones anyhow lol)

This is what you have to put up with when you order from China. It's not for everyone.

I hope you get your item of your refund soon.

Kiwironic · Apr 18, 2017

eSMOKA said:
I could be wrong, but one reason why Chinese retailers stall is because they want to make sure the package is not going to be "unstuck" and eventually shipped to you. I have had a few packages from FastTech get "stuck". I was patient, they eventually got "unstuck" and were delivered.

Chinese retailers seem to not really care how long it takes to get to you, just that you get it eventually (the good ones anyhow lol)

This is what you have to put up with when you order from China. It's not for everyone.

I hope you get your item of your refund soon.

Maybe you're right. But from my point of view, I pay the money, they make their profit, and poof, no money, no product for me. They don't usually tell you this next to the "Free international shipping" buttons and banners all over their website. Anyway, paypal got my back their. I have decided to stay neutral when it comes to GearBest, not going to advise for nor against buying from them. As long as you know the limitation of their services.

1- Free international shipping is BS.
2- Don't rely on customer service.
3- Don't even consider returns nor warranty.
4- Products usually take ages to arrive.
5- Gearbest are very selective about their products reviews. Don't trust their review system.
6- Use PayPal buyer protection for disputes.

I will add more to this list as I remember or notice more points. If you keep those in mind, you're a happy customer.

Kiwironic · Apr 18, 2017

hellcatrydr said:
So here's the inside scoop...
If the item doesn't arrive, and they give ya the typical Fasttech runaround... cancel the dam charge, period.

I don't think that works unless you have a credit card. I don't like debt so I don't use them.

SirRichardRear · Apr 18, 2017

eSMOKA said:
People dog FastTech, but I have over 50 orders under my belt with them and have never had a major problem. They have their faults, but I rarely order from any other Chinese vendor anymore. I use e-packet or USPS HK Post and I always receive my orders within 20 days from stated "shipped" date.

I only ever ordered from GB once and it took over 30 days to arrive. Too much of a hassle. I only ordered from them because FT didn't carry that item (KSD 18350 Vamo Box 25W - FT only carried the LiPo version)

I've never had an issue with fastech either with plenty of orders but I know @Paratech has had one

Sent from my SM-G935V using Tapatalk

SirRichardRear · Apr 18, 2017

Kiwironic said:
I don't think that works unless you have a credit card. I don't like debt so I don't use them.

I buy all my vape stuff on a credit card and then just pay it off before it's due. I get no interest charges I get an added level of protection and I get reward points I can spend.

Sent from my SM-G935V using Tapatalk

eSMOKA · Apr 18, 2017

Kiwironic said:
I don't think that works unless you have a credit card. I don't like debt so I don't use them.

I don't like debt either. I only use credit cards as a financial tool to buy things online and to be protected with purchases, don;t buy more than I can afford and pay off my balance every month.

Using a credit card does not put you in debt unless you choose to be in debt by purchasing more than you can afford to pay off every month without incurring any charges.

If you have no control, then yes, credit cards a debt waiting to happen and therefore I would not recommend having one.

However, I do not like to use credit cards directly with international retailers. I only use paypal for international retailers. If they don't take Paypal, I don't buy from them. Online retailers in the USA are bound to strict security measures in order to accept credit cards directly. Other countries...not so much...and I ain't chancing it.

Kiwironic said:
5- Gearbest are very selective about their products reviews. Don't trust their review system.

I wholeheartedly agree with that.

kevinjp · Apr 19, 2017

eSMOKA said:
People dog FastTech, but I have over 50 orders under my belt with them and have never had a major problem. They have their faults, but I rarely order from any other Chinese vendor anymore. I use e-packet or USPS HK Post and I always receive my orders within 20 days from stated "shipped" date.

I only ever ordered from GB once and it took over 30 days to arrive. Too much of a hassle. I only ordered from them because FT didn't carry that item (KSD 18350 Vamo Box 25W - FT only carried the LiPo version)

I just had the FIRST problem ever with FastTech. 1 item that was supposedly in stock ended up on back order. After the ship date being pushed back 3 times I contacted them and asked that the rest of the order be sent to me. No problem was sent out next day.

eSMOKA · Apr 19, 2017

kevinjp said:
I just had the FIRST problem ever with FastTech. 1 item that was supposedly in stock ended up on back order. After the ship date being pushed back 3 times I contacted them and asked that the rest of the order be sent to me. No problem was sent out next day.

If you read the shipping forum on FT, you'll see that this is a very common problem. I personally have never experienced it. I think the reason for that is because I never order the latest and greatest products. However, maybe I'm just lucky (so far).

Why can't my luck ever come out when I play the lottery!!!!!!!!!!!?

freemind · Apr 19, 2017

I won't buy from GearBest anymore. The last two orders I had were completely ridiculous. They sold me a false bill of goods and made getting my money back MUCH harder than it should have been. The last order, they tried to totally bone me on.

Up until then, I had spent a PILE of money with them, and recommended them on the forum. I will NEVER buy from them and NEVER recommend them again. I still buy from a few China vendors once in a while, but not often at all anymore. Mostly I buy off Ebay.

GearBest can eat a bag of dicks. They'll never see my money again.

Kiwironic · Apr 19, 2017

freemind said:
I won't buy from GearBest anymore. The last two orders I had were completely ridiculous. They sold me a false bill of goods and made getting my money back MUCH harder than it should have been. The last order, they tried to totally bone me on.

Up until then, I had spent a PILE of money with them, and recommended them on the forum. I will NEVER buy from them and NEVER recommend them again. I still buy from a few China vendors once in a while, but not often at all anymore. Mostly I buy off Ebay.

GearBest can eat a bag of dicks. They'll never see my money again.

I had many orders with them too, doesn't seem to make any difference to them.

kevinjp said:
I just had the FIRST problem ever with FastTech. 1 item that was supposedly in stock ended up on back order. After the ship date being pushed back 3 times I contacted them and asked that the rest of the order be sent to me. No problem was sent out next day.

You're lucky, I had that happen so many times it became the "FASTtech" way of doing things. 2 days after purchasing an item that shows as "IN STOCK" then it changes to "shipped by xx date" 4 days later the date changes, then it changes to backorder and the product page shows "Discontinued"

Paratech · Apr 19, 2017

SirRichardRear said:
I've never had an issue with fastech either with plenty of orders but I know @Paratech has had one

Sent from my SM-G935V using Tapatalk

After all the orders I have placed with FT I have only had one REAL issue.
The "packet" was ripped open before it made it to me and they wouldn't do anything about it.
I received an empty package instead of a Smok Alien (orange)
Even with that I still continue to order from them but that doesn't mean I'm not pissed about it.
lol
As for GB I have placed half as many orders from.
They are just slow if not a bit slower but at least I get every item I order from them.

Kiwironic · Apr 19, 2017

Paratech said:
After all the orders I have placed with FT I have only had one REAL issue.
The "packet" was ripped open before it made it to me and they wouldn't do anything about it.
I received an empty package instead of a Smok Alien (orange)
Even with that I still continue to order from them but that doesn't mean I'm not pissed about it.
lol
As for GB I have placed half as many orders from.
They are just slow if not a bit slower but at least I get every item I order from them.

I had a package of e-liquid from Fasttech before (liqua brand) and some of them were leaking in the package but wasn't a big deal. I think those are the risks of dealing with Chinese eshops

nidalmsh · Feb 19, 2018

GearBest try to deceive their customers.
that's what happened with me, after 3 month waiting and procrastination from gearbest, I decided to open case with PayPal, then They tricked me with their promise that they will send me a new order for free, and after I close the case with PayPal they start In wasting time, and finally they delete my account. at the same time original Parcel already return to them.
My advice There are many cheaper and trusted sites,
I confirm Again GearBest not trustworthy, and Definitely not the Best.

Beware Gearbest (experience review)

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