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I thought I would avoid lost parcels with GearBest by using registered post – not so. Here is my experience with dealing with GearBest customer service through their ticket system. All correspondence was through the same ticket.
First the codes
- We are extremely sorry/ We sincerely apologize/We regret = (censored) you!
- Please be patient = jump through a few hoops and don't bother us again until a date we specify.
- I have reviewed your order in detail = I didn't bother reading your comments but have graciously responded by sending standard answer No 4
- You are a valuable customer = Are you not tired of bashing your head against a brick wall? Take the pittance we offer, at least the pain will stop.
Chapter one – Where's the rest of my order? – Aug 23 to Sep 16
Placed order 23rd August. As well over $40 USD value it qualified for free tracking. Only part of order was shipped. It was sent Registered mail and arrived safely.
Opened a ticket 16th September asking when remaining part of the same order would be sent. Result was they sent it a couple of days after my contact, but by Surface mail (sheesh), so they could not supply a tracking number.
Chapter two – Delay, Delay, Delay – Oct 27 to Nov 16
Parcel not received after 6 weeks so contacted them. Pointed out it should have been sent Registered and received the following (see code 3), “Please kindly note surface is the cheapest and the slowest shipping option …” They told me to check with Post Office and contact them again on 16th November if not received (see code 2).
Chapter three – Ignore, Ignore, Ignore – Nov 16 to Dec 10
Parcel still not received Nov 16. My next 3 attempts at contact received the automated “support staff will reply in 24 hours” - but no replies. I was always polite so it appears they chose to ignore me because I asked for a refund.
Chapter four – A reply! (after raising a dispute with Mastercard) – Dec 10 to ??
Finally a reply Dec 10, after requesting charge back from Mastercard. Surprise, parcel has been lost, not our responsibility.
There has been much to and froing (see code 4). After being ignored for so long I've lost all faith in GearBest. Options are: They will send another one no charge but allow 45 business days or more for delivery, so I assume by surface mail, what happens if it gets lost? Or, take half refund and some points for a future purchase so I can potentially put myself through all this again.
They continue to ignore multiple statements from me that the parcel should have had tracking. They sent it surface mail, not only the cheapest and slowest option but the least secure.
Honestly, f**k GearBest. I was going to use GearBest for a few items and turned to the Ozbargain community for a reference check. Honestly, thank christ I decided against it. It sounds like nothing but pain. I feel for you.