GearBest.com Forum FAQ

Thank you for clarification, this really helped. I will PM you/GBCS with my account details.
I buy a lot of products and this might lead to quite a few points down the road…

1) Has anybody ever tried clicking on “live support chat”? Is there some java requirement or something, because when I click on live chat nothing happens. tried chrome and FF.
2) The facebook chat is also not responsive, there is nobody replying? Isn’t it live?
3) Apparently gearbest is pushing use of the mobile app, which is great. But there are features that won’t work in the app: giftcards can not be used in the mobile app as a form of payment? Only CC and paypal.

Dear Gearbest,
why is my orderstatus only “precessing” since 6 days ? The dispatch time for both items is only 1 day !
Could you check my order ? The ordernumber is W1708020935443587

Greets
Carsten

Hi
We are so sorry for this situation.
Gearbest items have varying processing times based on their warehouse location and stock availability. Please note that each item has its warehouse option and dispatch time displayed clearly on the web page.
The total time it will take to receive your order will be the dispatch time plus the shipping time.
We have contacted you via our Support Center about your order. Please reply to us there.
Many thanks,
Gearbest Customer Service Center

Hi Gearbest-team,
the CS said, that they can not ship batteries to Germany !!! ( But yesterday they shipped out some Liitokala 26650 batteries…).
They want cancel the order and refund the money. I have placed two new orders with the same items( seperately), this two orders have the orderstatus “packed” after a few hours !

Greets
Carsten

I just got 8 Liitokala 26650 and 4 30Qs just a few days ago - so GB does ship them without any problems.

Shipping Cost: €0.26 to Canada Via Registered Air Mail
:question:
If it’s this light: http://www.gearbest.com/led-flashlights/pp_277704.html

You’re right - for some reason my order stubbornly stuck on ‘priority post’.

I seem to have got it ‘unstuck’ now.

Hi, Carsten
Which Liitokala 26650 (1pc/ 2pcs / 4pcs)you ordered and were told they can not be shipped?
If you have the order number, please PM me.
I will check the order info for you, and give you instant help.
Best Regards,
Gearbest

Hi, thank you for your comment about “live support chat” service.
1)The APP function is on program this Year, hope you can give us more time to the plan, thank you;)
2)We have online 24 hours service team on Facebook, so that we will give you instant help. If you got any questions, they did not give you instant help, please turn to me here, for instant help. It is my futy here to service better for BLF members.
3) As to the giftcard, personally, I did not get feedbackl about this issue, I will give feedback about the giftcard problem to the R & D center. APP marketing is important way for Gearbest online shop, fighting, Gearbest!!
Thank you so much for your kind advice about Gearbest service improvement, we will do our utmost to get things updated and let you know the latest info.
Best Regards,
Gearbest

Hi, Dear,

I am sorry for the issue.
There are 2 reasons for stubbornly stuck on ‘priority post’:

  1. the product problem: special items, esp, cells and ecig.
  2. the post service, we open many post lines to countries:
    a. the strict weather condition maybe stop the line for days or weeks.
    b. the logistic companies adjust their business, so they may stop the line and we may find the replaced way
    Conclusion: We Gearbest has the plan to expand our service to spread over the world.
    More options will be provided with, and some exclusive shipping ways will also be into operation.
    Thank you, if you got the problem, please let our team know, we will check your order number or the item you wanna buy, and then we will give you the specific reason.
    Thank you so much, Dear customer.
    Have a nice day,
    Gearbest

Hi Gearbest-team,
No, the CS wrote, that they can`t ship batteries to Germany and they have to cancel my order W1708020935443587 and refund my money! But one day before, another order with two Liitokala 26650 batteries was shipped out.

Yesterday I wrote to CS, that they should cancel my order and refund my money to the GB-wallet and I placed two new orders with the same items. But today they have packed all three orders !!! But I don`t need so much batteries!
Please cancel my order W1708020935443587 and refund the money to my wallet !!

Regards
Carsten

Hi, do you have your ticket number?
The order W1708020935443587, has been stopped, do not worry.
The refund money, I will make confirmation with another guy and let you know the refund process, sorry for delayed solution here, again.We will give refund to your account as soon as possible.
Today is too late for me, to find the working people here for help. Then I will ask them to give me instant feedback to your refund problem tomorrow morning.
Thank you.
Gearbest

Hi Gearbest-team,
My Ticketnumber is T17080939040.

Thanks for your support !!

Greets
Carsten

Dear Gearbest, yours support is fast, but realy they dont’t know nothing about things they sell.

Thank you for your ticket number.

  1. you give me the order number, so I know items you ordered, and can check the shipping methods are effetive or not to your place.
  2. you give me the ticket munber, so I know the one you contact with the customer service center, his or her solution to the problem.
    Things are clear now. Thank you for your kind consideration.
    As to the refund process, please check your PM minutes later.
    Best Regards,
    Gearbest

Hi Gearbest-team,

thank you so much for your first class support !! :+1:

Thats why Gearbest is my favorite onlinestore !

Greets
Carsten

When I look up an order, there’s this “bargraph” that looks like this

o—————o—————o—————o—————o—————o—————o

and goes through different stages, up to “shipped” and then “product dispatch”.

It’s been almost exactly a month since I ordered, and the bargraph goes clear across to “shipped”, but not to the last one, “product dispatch”. I’m not sure what PD means.

Does that mean it’s hung up somewhere, like in customs? Is there any way to “flush” and get it moving if so?

I opened a ticket to ask about this, but figure it may be of interest to others who might be baffled as to what “product dispatch” means. :smiley:

Thanks!

Hi Lightbringer,
if you confirm the delivery of your order, the system show “product dispatch”.

Greets
Carsten

Hi, It’s been a month since you ordered, has not been dispatched?? Serious problem!!!

First of all, please give me your order number by PM, thank you.

It is not a common thing, but do not worry, we are here with you.

Hope Dear customers can give me feedback earlier when you encounter with such a thing.

Thank you.

Gearbest

Done, pm sent. :slight_smile:

I used some GB points on the order bringing down the total, so it didn’t dawn on me that it was sent unregistered.

Cheap things like fidgets, I usually don’t bother with registered mail, but anything 15-20bux or more, I usually do. I saw the “tracking number” given (“AE…”), and it was always “your information hasn’t been updated yet” when I tried looking it up. By the time I saw later that it was unregistered, I couldn’t “upgrade”. :frowning:

Anyway, with that being a flash sale, and burning off quite a few GB points, I’d be deeply saddened if the package got lost or is stuck in customs somewhere, so any help or advice would be appreciated!

(I’ve rarely if ever had any problems receiving GB orders, so I have faith in you guys. :smiley: )