GearBest shipping issues survey in BLF

[dangerous]

I’ve placed many orders through gearbest and they have all arrived relatively promptly (10-30 days). They are easily one of my preferred sellers from Asia.

[CSgearbest]

@seme1

order was placed on 09/12/2014 and it is STILL in processing stage. They still claim that the item is in stock even though they did NOT ship my item yet.

After I asked them to upgrade the shipping method to compensate for the delay caused from their side, they are asking me to pay $11 extra to ship with DHL.

As of writing this, 14 days after order is placed and GearBest still did not ship the item.

Hi seme1,

I’m really sorry if our suggestion bothers you! We have shown our sincere will to solve this issue with taking the half costs of ungrading the shipping method, if you would not like this suggestion, we can work together again to solve it! More information I would PM you! Have a nice weekend!

Best Regards,
Gearbest.com.

[ChibiM]

Made an order last night for the new battery carrier.. and today saw they had a coupon for it.. So I asked them to cancel my order, and within 2 hours or so, I got a refund.. Great service.. even on a weekend.

[Backpacker_Light]

@CSgearbest

……. but if you have any problems with the parcel, please be free to contact me, I sincerely want to help. GB has many places need to be improved, hope you can give us chance to show our improvement!

Best Regards,
GearBest.com.

I am glad I came across this thread. I ordered an Yezl Y-3 light from GearBest on 8/21/14, and it shipped 8/23 by Hong Kong Post. I received it OK (box a little crushed but no damage) three weeks ago.

I ordered 2 Y-3 extension tubes the next day on 8/22, and it shipped by Sing Post on 8/26. I have still not received the tubes and now am starting to get worried.

I hope this experience helps your company. Do you think this extension tube order is lost after over 30 days? That is too long to USA. I will PM you.

[CSgearbest]

Hi ChibiM, Backpacker Light, thanks for all of your kindness and supporting :bigsmile: , it’s our honour to have such helpful customers like you!

[xelario]

I chose Flat Rate Shipping > Auto(Free) and ticked Tracking number + $1.99. And the “Tracking number” I got for $2 is probably not even real, instead of a usual AB123456789CD format it’s HK and a 14 digit number.

[DavidEF]

I ordered a Courui D01 on the 23rd of September and paid the $1.99 extra to get tracking. The tracking number is RS151096941NL via NL Registered Post. The GearBest tracking page claims “update on: 09/29/2014 17:40:30 PM PST” but there are no specifics. Under Tracking Details, it says “Not found”. On another tracking site is says (Not found) (Unable to track). Today is October 2nd. If it hasn’t left the dock yet, it is caught up in Chinese Holiday for sure.

I haven’t ordered enough international items to have a strong feeling about which shipment method is the quickest, but if I had to guess, it seems that e-packet usually gets to me fairly quickly. I am in the USA. I’m really not so much concerned about the length of shipping times as I am the lack of reasonable tracking. I want to know where my items are with reasonable certainty.

[TheGloriousTachikoma]

@CSgearbest

@strongest2004

Suggest you use whatever postal service is based in the clients location. Example use European postal services for European clients, Asian postal Services for Asian clients, and so on.

I personally have had good experience with Hong Kong and Singapore Posts. I am based in South East Asia

Hi strongest2004,

Thanks for your advice Mostly our system match the order by their location except some special situation as NLPost doesn’t allow to ship batteries, we’ll trying to improve this issues and thanks a lot !!

GearBest

So then how are orders containing Lithium Ion batteries shipped?

I ordered a Sipik SK98 from you, which includes a lithium-ion battery, and received a NL tracking number more than two weeks ago. Since then the status of the package has not changed on 17Track.

[CSgearbest]

@xelario

I chose Flat Rate Shipping > Auto(Free) and ticked Tracking number + $1.99. And the “Tracking number” I got for $2 is probably not even real, instead of a usual AB123456789CD format it’s HK and a 14 digit number.

Hi xelario,

could you please PM me with your order number, I will check it for you as soon as possible!

GearBest.

@DavidEF

I ordered a Courui D01 on the 23rd of September and paid the $1.99 extra to get tracking. The tracking number is RS151096941NL via NL Registered Post. The GearBest tracking page claims “update on: 09/29/2014 17:40:30 PM PST” but there are no specifics. Under Tracking Details, it says “Not found”. On another tracking site is says (Not found) (Unable to track). Today is October 2nd. If it hasn’t left the dock yet, it is caught up in Chinese Holiday for sure.

I haven’t ordered enough international items to have a strong feeling about which shipment method is the quickest, but if I had to guess, it seems that e-packet usually gets to me fairly quickly. I am in the USA. I’m really not so much concerned about the length of shipping times as I am the lack of reasonable tracking. I want to know where my items are with reasonable certainty.

Hi DavidEF,

“update on: 09/29/2014 17:40:30 PM PST” means that we have sent the item to the post office on 09/29/2014, it’s real, please don’t worry. Usually after we have sent the item to the post office, it takes the post office about 3-5 business days to update the tracking information, but as you have known 1th October to 7th October, most of the companies in China are on holidays, so it really takes more days than usually, hope you can kindly understand! Also thanks for your advice about the shipping method!

GearBest.

@TheGloriousTachikoma

So then how are orders containing Lithium Ion batteries shipped?

I ordered a Sipik SK98 from you, which includes a lithium-ion battery, and received a NL tracking number more than two weeks ago. Since then the status of the package has not changed on 17Track.

Hi TheGloriousTachikoma,

At present, we can only send the lithium-ion battery and something with lithium-ion battery via NL post, as you know, it’s really special products.

As for the delayed tracking information, I’m really sorry about it, recently most of the parcels were impound and checked carefully by Shenzhen customs, it was the most severe and longest-lasting checking since last 10 years. Most of the shipping methods were affected, such as NL post, DHL, UPS, etc, so the tracking information was delayed to update than usually, beg your kindly understanding. Really hope it can pass as soon as possible, and sorry it bothers you so much this time.

If your order has not arrived, when there is over 45 days from the shipping day, we will offer the refund or resend, really hope it can arrive as soon as possible!

GearBest.

[TheGloriousTachikoma]

Thank you for the response, CS. The ‘Flat-Rate’ shipping option does state up to 25 days, I shall be patient.

[CSgearbest]

@TheGloriousTachikoma

Thank you for the response, CS. The ‘Flat-Rate’ shipping option does state up to 25 days, I shall be patient.

Hi TheGloriousTachikoma,

Thanks for your kindly understanding and supporting! :bigsmile:

Regards,
May.

[xelario]

@CSgearbest

Mostly our system match the order by their location except some special situation as NLPost doesn’t allow to ship batteries, we’ll trying to improve this issues and thanks a lot !!

@CSgearbest

At present, we can only send the lithium-ion battery and something with lithium-ion battery via NL post, as you know, it’s really special products.

This is confusing, so can NL post deliver lithium-ion batteries or not? I’m planing on getting some, and when I add them to my cart these are the shipping options:

According to the first quote, there shouldn’t be a “Netherlands Post” option. According to another, there shouldn’t be “HongKong Post” and “SingPost” options.
So which one should I choose?

[CSgearbest]

@xelario

@CSgearbest

Mostly our system match the order by their location except some special situation as NLPost doesn’t allow to ship batteries, we’ll trying to improve this issues and thanks a lot !!

@CSgearbest

At present, we can only send the lithium-ion battery and something with lithium-ion battery via NL post, as you know, it’s really special products.

This is confusing, so can NL post deliver lithium-ion batteries or not? I’m planing on getting some, and when I add them to my cart these are the shipping options:

According to the first quote, there shouldn’t be a “Netherlands Post” option. According to another, there shouldn’t be “HongKong Post” and “SingPost” options.
So which one should I choose?

Hi xelario,

I’m sorry to make you confused, in fact, the battery product must be shipped with the tracking number (because of the requirement of the the courier , or they will not accept our battery product orders. please kindly understand). Because syetems problem ( we now are trying to improve it), when you order a battery product, please just choose the “Auto(free)” , and pay the tracking fees, if your order isn’t over $40, then our system will match the shipping method to ship the battery! (In fact it will be shipped via NL post of the tracking number, ps: NL post and the NL post with the tracking number are different.)

Regards,
GearBest.

[DavidEF]

@CSgearbest

Hi DavidEF,

“update on: 09/29/2014 17:40:30 PM PST” means that we have sent the item to the post office on 09/29/2014, it’s real, please don’t worry. Usually after we have sent the item to the post office, it takes the post office about 3-5 business days to update the tracking information, but as you have known 1th October to 7th October, most of the companies in China are on holidays, so it really takes more days than usually, hope you can kindly understand! Also thanks for your advice about the shipping method!

GearBest.

Thanks for clarifying that for me. I will wait patiently now for my order. IMHO, this thread is a great way to catch up on customer service and gain trust, as long as the issues are resolved well here. I applaud your effort.

[Gj1 (Gj)]

My order shows shipped unregistered even though I'm sure tracking was checked when I ordered (W1409241757278338).

[Muto]

Your Holiday did not start for another week and still this order is dormant.
Items listed as in stock.
I paid for tracking and NL post.

Hard for it to get here fast when it never even left your facility.
I will PM order #
Thanks

[bugsy36]

Muto - That may not be GearBest. NL Post's tracking system sucks. Go to their website (postnl.com) and check there OR google the tracking number and see what USPS says. My charger according NL is still in China where USPS says it left New York.

[Muto]

@bugsy36

Muto - That may not be GearBest. NL Post’s tracking system sucks. Go to their website (postnl.com) and check there OR google the tracking number and see what USPS says. My charger according NL is still in China where USPS says it left New York.

No tracking given because it has not left the “Barn”.

When GearBest is good, they are great, when they are not……….well, then they become like the rest of the pack.
I hear ya about the different tracking services though. May Favorite is when it still says “waiting for shipping origin” and I have it in my hand.

[Box]

I asked them how long it usually take for them to ship out the item. They said 2 - 4 weeks until they post the item. Because it been a 3 day holiday for them. It may take them an extra 2 weeks to post the item. So anywhere from 2 to 6 weeks. It’s been 2 weeks already. So all I can do is just LOL to myself

[CSgearbest]

@DavidEF

Thanks for clarifying that for me. I will wait patiently now for my order. IMHO, this thread is a great way to catch up on customer service and gain trust, as long as the issues are resolved well here. I applaud your effort.

Hi DavidEF, thanks for your kindly words and supporting!

@Gj

My order shows shipped unregistered even though I’m sure tracking was checked when I ordered (W1409241757278338).

Hi Gj, Sorry about this issue, I have checked it for you, more information, please check your private message!

@Muto

Your Holiday did not start for another week and still this order is dormant.
Items listed as in stock.
I paid for tracking and NL post.

Hard for it to get here fast when it never even left your facility.
I will PM order #
Thanks

@Box

I asked them how long it usually take for them to ship out the item. They said 2 - 4 weeks until they post the item. Because it been a 3 day holiday for them. It may take them an extra 2 weeks to post the item. So anywhere from 2 to 6 weeks. It’s been 2 weeks already. So all I can do is just LOL to myself

Hi Muto and Box, your issues are a little special, I have new updating information for you, please check your private message! And beg your kindly forgiveness, if we have bothered you!