GEARBEST DENYING REFUND FOR A STOLEN ORDER SAYING IT,S NOT THEIR RESPONSIBILITY

My experience with GB was very good. Refunded me in full two times for undelivered parcels, both value around USD15.
I’ve never bought any insurance because there is no details about it.

Yeah, I had 4 shipments disappear for a few months. 2 eventually arrived, 2 never showed, got refunds for the 2 no-shows. No insurance. And amazingly, all 4 of the MIAs were nominally untracked (AzPost). I was expecting an uphill battle, but everything got settled almost painlessly.

Yeah, my experiences are good as well.
Except for the last one, where they were very generous with the compensation. But I got $15 on GB wallet and $0.30 in points. I was told that I would get $15 in points and saw just that $0.30. The agent could swiftly explain to me what happened, but they were unable to do so. Probably due to poor English skills. Only after a week, while making another order, I found that I can take $15 off it from the wallet.

But really, even if I lost an order or 2 and had to pay myself, I would keep buying there. Why? Because their top deals were so good that if I added 10% to the price to compensate for losses, I would still end up with extremely good prices.

It’s the same with all major Chinese vendors. Sometimes you get problems, sometimes you lose. Sometimes you win, but only after months-long fight. But such issues are rare. Almost all orders either arrive or you get refund / re-shipment easily.

I think OP’s case becoming a dispute is due to amount involved. USD160 is a much bigger amount than most cases.

Under Dutch law I have a contract with the seller. The seller is responsible for the items I buy, until they are in my hands. I don’t have to care about the shippers and other go-between’s the seller uses. That’s the seller’s responsability. You have paid your money, now it is up to the seller to deliver. Or come up with an acceptable compensation.
Personally I’ve had never any issue with GB that ended in an unsatisfactory way. Though it may take a bit of (your) time.

Are you sure about it? I ask because it would be very surprising to have such differences in law across EU.
In Poland the seller is responsible up to the point of handling the goods to the shipping company. Then the shipping company bears the responsibility. If they fail to deliver, the buyer should file a complaint against the shipper, though the seller typically does it in their name (but is not required to do so).

Want to complain to the shipper? About what? You have no contract with them. You have not selected them as shipper. Maybe the person/institution/seller does not perform/execute all separate steps in the chain of events them selves. But they are responsible for the outcome. The seller is the contractor. You did what you agreed to do: you payed them. Now the contractor is responsible for the other part of the deal: that you get your parcel.
The same goes for warranty. The seller is responsible (to you), not the company with the same name as the badge on the broken down item. Let the seller deal wit that.

my order list at gb is really long, like 10 pages

MOST of them arrives as supposed.

but 2-3 times a had a war against customer support who denied video and photo evidences, saying that they sent ordered items.

anyway, all those bad situation were solved and i got refund.

in this case i STRONGLY recommend to video unboxing ANY parcel

that really helps.

Frankly, I also find it surprising that you’re supposed to complain about a package that may have not existed.
But the other option is also bad: they would have to complain about the package that may have been delivered successfully.

Was the contract to deliver the package to you, like you say?
Or maybe to deliver it the shipper that you agreed with the seller?

In Poland it works like I said, the moment of transferring responsibility is when the seller gives the package to the shipper. Could you please make sure that in your country it works the way you described?

It is a known scam in some countries. Order the item, receive it, use it and then claim the item was stolen. I have been told by folks who do this on how they get free stuff from China.

Unfortunately. A lot of people have NO morals anymore.
“If it ain’t welded down… It’s mine” regardless.
India has best idea. No Fingers, NO pick it up…
Should be done elsewhere too, I reckon.

I have had, probably 4 items from China. Mainly over this last christmas. Being Non Arrivals.
EVERY one was offered refund or resend. I always pick resend.
and it normally turns up second time around.
And the one time I ordered 2 torches, and they sent the wrong bin
in both. They sent me a refund without asking. “Keep the torches. Our bad”.
So I reordered. Repaid. and got right ones.

I’ve been dealing on net. Mainly as customer. for 17yrs or more.
With items up to several grand a time (Game Fishing gear)

It’s only this and last yr. there has. For me. Been any problems??.
ALL being from China. Other country’s usually fine.
I think the sheer volume of mail. especially these small packets. is the main problem. It’d be impossible to cover all of them.

And the prices we pay. Really…. What the heck.
A beer or shot of whiskey, costs more than a lot of them.
(I drink Single malt $25\30 a shot when out.)
We’re lucky to have the supply of their gear at their prices.
They 5 plus times more for same item in your own country.
Here in Australia. Even more inflated.

Just be glad it’s avail at those prices and suck it up, the few times they go walkabout. Paypal “usually” covers you.

sucks, but they should check with shipping company and report to them and perhaps change to another if its that bad?, until it gets deliver to your door its their problem if package gets stolen or misplaced. i would just go with paypal dispute…

160$ and they want offer refund 50$ is that a joke ? dont accept that just let paypal decide its not okay to offer not even half of what u paid….

insurance covers only them not u the buyer lol thats a scam also sadly…

I have ordered 174 times from Gearbest. About 3-4% never arrived or were the wrong product. Sometimes it’s a struggle to get Gearbest to make it right. Paypal is your best resource for dispute at that point. Report a problem with them and then escalate it to a claim.

Here in the US, it may not be law (never had to check), but it’s customary that if you order something and it doesn’t arrive, they’ll just make good anyway.

My gf ordered a shirt for me from Amazon. It came just fine, but was sized a bit small (ie, XL fit more like an L). She asked the vendor if she could exchange it, and they said don’t worry, they shipped an XXL (!) for nothing, keep the XL. Holy crap! That’s awesome customer service! And it had nothing to do with Amazon’s a-to-z warranty, as this was direct to the vendor.

So I have a good shirt that fits great for wearing outside, and a kinda snug shirt that’s good for just around the house. :smiley:

One reason I get everything delivered to where I work is that there’s always someone to receive the package, and they will not just leave it outside if the place is closed. Not so at home. They’ll just leave it on the front stoop (3 steps from the sidewalk) and walk away, not even ring the bell, and good luck if some slimebag walks off with your goodies. Worse, they’ll mark it as “delivered”, so now you’d have to fight with the company being that everyone’s claiming you “received” it, but you’re telling them it never showed.

I think that’s the difference between China and the rest of the world. To keep prices low, they want to just wash their hands of any delivery issues, like, “Take it up with the post office” and the like. But again, if some idiot just leaves it on the sidewalk, walks off, but marks it as “delivered”, the shipper tries to wash their hands of it, too, and you’re stuck.

The only time I ever had a dispute that threatened to go badly, I ordered a 4pak of 30Qs. Was marked “delivered” (at work, and on Hallowe’en, yet!!), yet no one here got any packages delivered that day. Checked the whole building, nothing. And it was a notable day, so for sure someone would’ve remembered something. And nondescript pink cylinders isn’t anything that the average schmo would even know what they are, let alone what to do with them.

What was odd that it was also the only time ever (before or since) I got an email from GB asking me if I received the order and how everything went. In fact, that was my first clue that they were considered “delivered”. I checked the status, yep, “delivered”, then asked around and went on a hunt as mentioned above.

So who knows, maybe it was a known problem with the shipper that I got the followup email? No idea.

But anyway, after checking with the post office, everyone in the building, etc., and no one knew of any delivery, that’s when I opened the ticket. “Sorry, ain’t our problem, check with the shipper”, etc., so I was being squeezed in the middle. GB is blaming the shipper, the shipper was blaming me (“hey, it says delivered, so…”), and I didn’t want to eat the cost of the cells.

In the end, I got my 30Qs, ’though I don’t recall how, as it was a loooooong time ago. I think I just ordered another 4pak on my own, and GB refunded me for the original order, but it took a bit of tooth-pulling to do it. I think I just got frustrated enough to say, “Hey, I’m having the CC reverse the charges, then you can argue with the shipper all you want”. :slight_smile:

But in the end, it worked out. Still ordered enough to let Mr Gearbest put his kids through school. :smiley:

It is the law in the US. Vendor is required to deliver the product if they accept an order, with or without insurance. If the vendor requires insurance, they have to add that into the shipping cost. They can’t just make it an option. So when you read where a vendor says “not our responsibility” if the package is lost and it isn’t insured, it’s total BS. Shipping contract is between the vendor and the shipping company. The customer has no say and would not be able to file a claim anyway. The vendor has to.

I’ve had a few orders within country lost or damaged. So far the seller always took responsibility. So I guess the custom is the same.

BTW, once I though I got troubles with a package from China marked as delivered. Delivered to a post office in a neighbouring city and several hours later picked by someone.

When I went to my post office to learn what’s up, they got my package. It had a different number. Apparently the seller sent me a tracking number for a package to someone who to live just several km away.

I am not sure if this works overseas but i assume it would seeing as these are cards are American express and or MasterCard but they have a chargeback service. If PayPal give you the run around just charge it back. You can also open a dispute with your credit card company kind of work like PayPal dispute. Chargeback should also have a dispute resolution.

This is how it is sometimes. Best way to make sure this doesnt happen is buy it in the store for a higher price.

This!

How’s this even technically possible?
At our local post office they told me that only person who send shipment can file a complain, etc… It’s not like buyer have any proof of shipping, receipt, etc.
As package owner who can initiate investigation, file a claim, etc… is considered person who send shipment not the person which should receive it. At least here in Slovenia.