GearBest Item Stalled at Customs

Shpox on 09/06/2018 - 16:43

Hi guys, wondering if anyone has had any dealings with Gearbest in regards to items not being received.

I jumped on this deal:
https://www.ozbargain.com.au/node/377729

First time using gearbest. The last tracking message was last month, stating it has arrived in Syndey. No further action since. 99% sure I won't be receiving this. I've ordered heaps of items from Aliexpress and all arrive timely to the same address. I actually rarely have anything go wrong.

Wondering if you guys have ever had any problem with Gearbest stuff not arriving. Thank Christ I paid for the registered post.

---

Tracking message

2018-05-22 08:45:00
Sydney, Received And Clearing

2018-05-18 04:29:00
Hongkong, In Transit to Destination

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• 

  MrRobot on 09/06/2018 - 17:04

  I've purchased heaps from GearBest without issue until January of this year. I bought a phone and had it shipped via Singapore Post. I was able to see that it made it to Australia, but after that, nothing. Six months later, I still have not received it (I gave up hope a long time ago). I contacted GearBest, but they said that without purchasing insurance, there was nothing I could do. Long story short, I still buy from GearBest, however I always pay for a shipping service that provides tracking info. Good luck.

  • 

    Shpox on 09/06/2018 - 17:08

    Thanks. Their T&C's same a similar thing. Moreso that products with Shipping insurance get instant replacements out.

    I paid with Paypal, so I will see where this goes.

  • 

    railspider on 09/06/2018 - 23:32

    Had a similar issue with a watch, stuck in customs for months, Gearbest refusing to pay since insurance wasn't purchased. Ended up raising a dispute through Paypal and Gearbest immediately gave me a refund.

    • 

      Shpox on 10/06/2018 - 17:27

      I'll go down this route if I don't receive in a weeks or so time!

  • 

    Ughhh on 10/06/2018 - 11:49

    I contacted GearBest, but they said that without purchasing insurance, there was nothing I could do.

    You could open a paypal dispute if you paid via PayPal. PayPal would force a refund since they have to proof of shipment/delivery, but of course it's in gearbests best interest that you don't know.

• 

  Cheagle on 09/06/2018 - 17:51

  Yes, lost some packages in HK once, no shipping insurance was purchased.
  Contacted them via support, and they offered to full refund, refund as credit + bonus GB points, or reship for free.
  They are generally pretty good and if they only offer half refund - push for full refund/reship (whichever you prefer).

• 

  abzi on 09/06/2018 - 17:52

  Your not the only one; ill give it another week or two

  2018-05-18 09:50:00Sydney, Received And Clearing
  2018-05-16 04:20:00Hongkong, In Transit to Destination

  also my first order from Gearbest.

• 

  epic on 09/06/2018 - 18:37

  My GB $26 item was stuck on "Sydney, Received And Clearing" for 5 weeks!

• 

  Rifraf on 10/06/2018 - 13:58

  Dont panic.
  My last purchase took right on the two month mark.

  I won't buy from them again, because I can't deal with the long wait time for delivery.

  There seemed like a communication difficulty in dealing with them in that specific questions seemed unanswered.

  You simply have to accept that the stuff is so cheap due to the fact that it often seems like its taking forever to get to you.

  I reckon you'll get it, it simply takes a long time.

  Personally, I'd rather pay more these days and have it in a couple of days max.

  Rather than thinking patience is a virtue, I'm someone who thinks "hurry the f… up!" is a virtue

  • 

    Shpox on 10/06/2018 - 17:26

    Thanks. My aliexpress experiences have been that once it hits customs in Sydney, it's got to me in about a weeks time.

    I usually use the epacket shipping method which is a few dollars more but gets to me in AU in 2 weeks max. China Mail method always takes about a month in my experience.

    This was my first gearbest purchase so I wasn't sure what on earth to expect and their T&C's are basically 'buy our insurance or soz bro'.

    I'll wait a bit longer and see what the go is.

• 

  rogerm22 on 17/06/2018 - 14:04

  I purchased some items from GearBest, two months ago. While my parcel arrived in Sydney, on the 30th of April, I still have not received it.

  I have contacted GearBest about this a number of times. They said that, they could not do anything about it, until the 16th of this month (two months after purchasing). I asked them if they could contact DPEX, to try and find out, where my parcel is. At which point, they contacted them, but said it would take 10 to 15 business days to get a response from them. Now, it's well over 15 business days and GearBest have offered me a partial refund, but have made no mention of any correspondence with DPEX. Maybe they never contacted them.

  This has been a very frustrating experience, due to GearBest's terrible customer support. I know that sometimes, shipping from China, takes weeks. But, it's now been 7 weeks, since my items arrived in Australia.

  • 

    Shpox on 18/06/2018 - 10:53

    +1

    Sorry to hear that. I know gearbest is popular here but my first experience with it has been bad.

    I've already started my claim process and will see how it goes. Same as you, 2 months before they do anything, of which, a partial refund.

    Not

    • 

      rogerm22 on 18/06/2018 - 12:39

      I just asked them for a partial refund.

      It seems that the DPEX has no idea where the parcel is:
      "We have contacted the shipping agency to check this package. However, we regret that there is no new result from them."
      You would think, that they would have actually checked with DPEX to find where my items were, without me having to ask them to do it and that they would have told me the response the DPEX, without me having to ask them about it.

      I haven't had any delivery issues with other items that I've purchased from China recently. As an example, I've been ordering various items from Zapals and I usually receive them, in about 3 weeks.

      As a side note, I checked the feedback for GearBest on ResellerRatings yesterday. They have a rating of 9.75, which seems to be due to, excessive amounts of fake reviews. There are lots of reviews, from reviewers who have only reviewed GearBest and no other stores, talking about how wonderful they are and the excellent customer support.

• 

  theoaus on 18/06/2018 - 15:09

  2018-06-18 01:25:08 Delivered
  2018-05-21 09:45:00 Sydney, Received And Clearing
  2018-05-17 04:25:00 Hong kong, In Transit to Destination

• 

  abzi on 18/06/2018 - 16:36

  Just received my items from Gearbest Today

  exactly 30 days after arriving in Sydney

  2018-05-18 09:50:00Sydney, Received And Clearing
  2018-05-16 04:20:00Hongkong, In Transit to Destination

  but to take a month from Sydney to Melbourne is a joke

• 

  Tacooo on 19/06/2018 - 12:37

  +1

  Contact Customs. They should be able to tell you what's happening if you have the delivery address and a tracking number.

  • 

    rogerm22 on 19/06/2018 - 14:52

    I just talked to Australia Post, to see if they could locate my parcel. Apparently, it cleared customs on Sydney yesterday and I should receive it soon, maybe by the end of the week. However, they said because they have been problems so far, it's possible that I may not receive it at all.

    • 

      Tacooo on 19/06/2018 - 17:15

      The good thing is that you now (assuming you recorded it) have proof of AusPost last handling it. As such, if lost you can file a claim against and get a refund.

      • 

        rogerm22 on 19/06/2018 - 19:39

        I didn't record it.

      • 

        rogerm22 on 26/06/2018 - 20:53

        @rogerm22: I did finally receive my package today, after ten weeks. It was sent from New Zealand, not China, which I find strange.

• 

  ozehunter on 10/07/2018 - 16:54

  I ordered a phone on 13/06 and they sent me a tracking number on 23/06 which still does not bring anything up anywhere I checked even they don't have a clue they are keep telling me to wait 10-15 days even today I get a response to wait 15 more day which is rediculous. I launched a ticket.
  Ticket:T18062105582
  Order Number:18061300972300290298
  Message Type:Order Still Not Shipped
  Subject:8 days since order placed
  Message:
  Ticket Status:Processing
  Gearbest Customer Support At 06/22/2018 10:57:48 CST
  Dear,

  Thank you very much for your order with Gearbest.

  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 that you could wait a little more for the shipping information.
  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
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/
  At 06/23/2018 01:55:55 CST
  It is very sad you have item in stock or you are lying and not posting item very bad sales team.
  At 06/23/2018 03:07:53 CST
  please help me to cancel this order.
  Gearbest Customer Support At 06/24/2018 09:44:50 CST
  Dear Asim,

  Thank you for contacting us regarding your order.

  We are sorry for any inconvenience.

  The item is available now, we can ship it out for you.

  If you do not the item, please confirm that we can refund on your GB wallet or on your original payment account.

  Once again thank you for your patience and understanding.

  Best regards,
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/

  me At 06/24/2018 06:10:10 CST
  if you have item in stock what is stopping you from posting? post it post it unbelievable.
  Gearbest Customer Support At 06/25/2018 04:38:35 CST
  Dear,

  Thank you for contacting Gearbest about your order.

  Due to the high demand,lead time is currently 5-8 business days for the preparation before shipping.
  Please rest assured that we will give you a priority ship it out for you as soon as possible within 2-3 business days.

  We look forward to hearing from you and will do our very best to assist you.
  Thank you for your understanding.

  Best regards,
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/

  me At 06/25/2018 06:01:27 CST
  please refund my money thats it you guys are keep dragging and lying read all the replies above that will prove my point. order was placed on 13th and now it is 25th and you want 308 more days no way refund my money its final.
  Gearbest Customer Support At 06/26/2018 03:39:34 CST
  Dear Asim,

  Thanks for asking about the item.

  I have checked the stock and found the parcel had been sent to the carrier,I have contacted with the carrier to retake it.

  If we can retake the parcel,I will cancel your order.

  If not the parcel will ship out.

  Please contact with me after 3 business day.

  Thanks for you patience and understanding.

  If you have any problems, please feel free to contact us at any time.

  Best Regards
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/

  at 06/29/2018 05:52:46 CST
  any update on this order?
  Gearbest Customer Support At 06/30/2018 01:50:02 CST
  Dear,

  Thank you for your order with GearBest.
  We sincerely apologize for any inconvenience.

  We have shipped your order out.Please see shipping information below:
  The delivery information

  Tracking number: RC0000573711,shipping method: AUEXPTLHK,
  tracking site: https://www.1tracking.net/ shipping date: June 26, 2018 10:01:15,estimated time: 5-10 business days,
  sku*quantity:
  009743112402 * 1 , Xiaomi Redmi Note 5 4G Phablet
  PB0109901 * 1 , gocomma AU Standard 2-foot Plug Mini Power Adapter

  Please wait for the package to reach you.
  Thanks for your understanding and collaboration.

  If you need any help ,please feel free to contact us at any time.

  Best Regards
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/
  me At 07/03/2018 05:28:03 CST
  can you track this number any way RC0000573711 on any website I have no luck tracking it. it is like lost malaysia air line plane.
  Gearbest Customer Support At 07/04/2018 10:33:36 CST
  Dear,

  Thank you for contacting Gearbest.

  The standard delivery is usually around 5-10 business days（not include weekends) after dispatch, but it 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. We do really hope our customers can receive their package in the shortest time, however these unpredictable factors are out of our control.

  All estimated delivery time are derived from real world data collected from previous orders. They are approximate times for reference only and can also be affected by unpredictable factors. As the order is for international shipping, the shipping time should be longer than it in your local country. We hope you can give the shipping company a few more days to dispatch the package, we are sure that you will get what you have paid.

  Please let me know if you need further assistance.
  Thanks for your support.

  Best regards,
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/

  me At 07/06/2018 11:56:07 CST
  when i try to track this tracking no RC0000573711 i get Not found I am going to launch case with Paypal if you will not give me the right tracking number today. I will not wait till tomorrow for your bullshit.
  Gearbest Customer Support At 07/07/2018 09:11:33 CST
  Dear

  Thank you for your message.

  We would start a claim for the package with the carrier and the carrier would trace your package from their end.
  We would take further action for you when we have the result.
  As the claim would go on, would you mind giving us 3-5 business days to wait for the result?

  Please feel free to contact us.

  Best regards
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/

  me At 07/07/2018 09:47:17 CST
  stop these delaying tactics either give me a working tracking number or refund me my money you have 3 days no more.I will forward all this conversation to paypal they need to know how you treat your customers.
  Gearbest Customer Support At 07/07/2018 03:37:18 CST
  Dear,

  We are sorry to hear that you haven't received your items yet.

  In order to resolve this issue, please kindly confirm the following information:

  Please contact your local post office, stating your name and address.
  In some cases, you may be required to collect your parcel from the post office in person.

  If you collect your parcel in this way, kindly let us know.

  Please review in detail our shipping and insurance policy in our terms and conditions here:
  http://www.gearbest.com/about/terms-and-conditions.html

  Best Regards
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/

  me At 07/07/2018 08:06:15 CST
  Hi Grace

  you are just keep going in same circle. Please check I think this tracking number does not look right. ,shipping method: AUEXPTLHK,
  goto website https://www.1tracking.net , enter Tracking number: RC0000573711 it does not bring up anything

  you are just wasting your time and my time
  Gearbest Customer Support At 07/08/2018 02:18:33 CST
  Dear,

  Thank you for placing your order with Gearbest.

  We are sorry for any inconvenience that caused.

  We have contacted shipping company to know the details of your parcel status for you, but we do not receive any result. Please wait with little patience.

  As for a compensation, we can refund you 20 USD now.

  Since you have opened the case with Paypal company, would you please close that case with Paypal company so that we cna refund for you?

  Please confirm that we can do it for you.

  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.

  To know more about delivery time please check here.http://www.gearbest.com/about/shipping-methods.html

  If you have further queries, please feel free to contact us and we will do our very best to assist you.

  Thank you for your patience and kind support.

  Best regards,
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/

  me At 07/08/2018 03:57:35 CST
  Hi Grace

  I will wait till you will prove that item has been shipped because I am pretty sure item has never been posted and given me a fake tracking number. I have bought few items from you and it never happened when item was posted tracking was shown without any issue. please accept that if you have done a mistake it will look you better within your customers.
  Gearbest Customer Support At 07/08/2018 04:53:59 CST
  Dear,

  Thank you for contacting Gearbest and for notifying us about the issue.

  When we get result, we will contact you as soon as possible.

  Thanks for your patience and understanding.

  We solicit a continuance of your confidence and support.

  Hope you have a nice day.

  Best regards,
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/

  me At 07/09/2018 04:02:50 CST
  Any luck getting any information of the item please check under your table it might be still sitting there. or check with your shipping company how long it will take to find out if it was posted accidently.
  Gearbest Customer Support At 07/10/2018 01:59:27 CST
  Dear,

  Thank you for your valuable feedback.

  If you will not receive the delivery information within 15 business days, please contact us for a solution.

  Thanks for your cooperation.

  We are keen to help you in any way.

  Best Regards
  Grace_Mei
  Gearbest Customer Service
  http://www.gearbest.com/

  me At 07/10/2018 02:35:00 CST

  Hi Grace

  It proves you and your gearworst is committing fraud to your customers. an item ordered on 13th of June to be sent in 7-10 days shipping method you have no track record and today on 10th of July you are asking me to wait 15 more days is a total rubbish.