My Gearbest claim (Satisfactorily resolved)

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Lazy-R-us
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My Gearbest claim (Satisfactorily resolved)

I'm slowly working my way through a support ticket with Gearbest. So far, though it has been a bit slow, progress is being made, however, it is time for them to ship my replacement.

Timeline:

15 July - ordered LiitoKala Engineer 500 charger (US warehouse) and Brinyte B158 (CN warehouse)

15 July - order is split (as expected)

16 July - charger order info is transmitted and shipped

26 July - charger arrives, in several pieces.

As an aside here, I'm not blaming Gearbest for the damage that FedEx and the USPS did, they might have packaged it a little better, but given the level of damage, it probably would have needed some serious packaging.

26 July - I submit a claim, with pictures:

      Order xxx

      Charger arrived damaged.

      Please send replacement.

26 July - receive email apologizing and asking if I want credit, refund, or resend.

26 July - I reply, "Please send replacement" and include (as requested) my name, address, and phone number.

26 July - receive email confirming shipping info, and the statement:

      It will be shipped within 3-5 business days and will be delivered to you within 10-25 business days after dispatch.

      Please contact with us in 7 days, I will check the reshipment information for you.

      Thank you for your patience and understanding.

1 August - receive B158, in good condition, play with my first zoomie.

2 August - I request shipping information.

3 August - receive the following:

      Thank you for your reply. We wish to apology for this inconvenience.

      We are preparing the reshipment of your item. It will be shipped within 3-5 business days and will be delivered to you within 10-25 business days after dispatch.

      Thank you for your patience and understanding.

I have read too many stories here to let this float, so I'm posting this to document my progress and perhaps shine some light (HA!! See what I did there!?) on the process.

 

 [edit]

10 August - I send this message: "Please ship today or credit my account"

11 August (very early in the morning) - I receive an apology for the long processing time, a shipping number and a ship date of 2016-07-28 (Well, that is a surprise!)

11 August (pushing lunch time) - A box shows up with USPS!

My charger is here and in one piece.

 

CONCLUSIONS:

I am quite satisfied with my transaction, GearBest did not damage my first charger, one of the shipping companies did. GearBest shipped a replacement the day after they got the request and information to do so. Internal communications at GearBest seem to be as funky as they are at every company that I have ever worked for, in that CS did not have the most up to date information. GearBest did right by me. In the future, I may request a wallet credit right off the bat, but this replacement probably arrived more quickly that a new order would have.

 

I want to restate that this post has NEVER been an attempt to bash GearBest, only to document my experience resolving a fairly typical shipping damage claim with a supplier that has suffered some pretty nasty criticism here. If anything, my experience has made me MORE LIKELY to buy from GearBest in the future.

 

Now, how does this charger work???

 [/edit]

Lazy-R-us

Edited by: Lazy-R-us on 08/11/2016 - 11:34
jf_smm
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Crud, I just got the same message, maybe next time I’ll take the refund (24 hrs) and just buy the item again to expedite the process.

I hope you have better luck with the postman handling your package (see what I did there?)

JPLight
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Subscibed …

bugsy36
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As of yet Gearbest has not done anything wrong and is trying to take care of you. Posting this serves no purpose but to incite a bashing fest.

It's the simple things that we take for granted that cost us the most

Ευκαιρία λέει πιάσε με από το μέτωπο γιατί μόλις έχω περάσει δεν θα με πιάσειs

Old-Lumens
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bugsy36 wrote:

As of yet Gearbest has not done anything wrong and is trying to take care of you. Posting this serves no purpose but to incite a bashing fest.

+1

My PayPal address: oldlumens (insert the @ sign here) gmail.com

My YouTube Flashlight Video Channel

The BLF Modding Links Thread 

http://imageshack.com/a/img922/1374/jQ2wdL.jpg

 

brad
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This thread is about nothing so far, the OP should delete it.

Not what we have but what we enjoy, constitutes our abundance.

Lazy-R-us
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Ahhh, I wondered why I got a rude count.

I am not bashing GearBest at all. So far they have met all my expectations, save for shipping the replacement when they stated they were going to. I have every hope that they will send the new charger out and that the SHIPPING companies don’t drive a truck over it. I had none of the reported multiple demands for pictures or videos that others have reported. I am simply documenting how my first experience with GearBest customer service goes.

I don’t have any “power” over this thread, but I do ask that people not use it to call names or bash anyone. I will post the facts as they occur going forward.

Lazy-R-us

raccoon city
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brad wrote:
This thread is about nothing so far, the OP should delete it.

BLF members cannot delete their own threads.  ;)

Jato
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Bought quite a bit of stuff with Gearbest over the last three months, on three orders they decided to do split shipping. On the split ship item there is always no tracking info.
On the 1st order item without Tracking was lost, which is a known issue for my country and the reason I pay extra for tracking. For the 2nd order, the split shipped item is not yet received and no tracking info supplied.
My last order is the best yet, advised GB via the order message not to split the order, as it was for Batteries and a Flashlight.
Guess what GB sent the Flashlight without the batteries and only notified me two days later, there is now suddenly a issue to send batteries to my country. Makes no sense as I have ordered 14ea 18650’s with them before without any issues and the balance of 8ea is still on its way.
Now suddenly there is no mention about my order message, all I keep getting repeatedly is the same response for the 8th time know. “We are sorry due to policy we can not ship batteries or power bank to your country”.
To be honest I have no use for the Flashlight without the Batteries.
I have raised the matter with PayPall as the shipping instruction was clear. Sorry given my experience not keen to use GB again.

Henk4U2
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Lazy-R-us wrote:
I have read too many stories here to let this float, so I’m posting this to document my progress and perhaps shine some light (HA!! See what I did there!?) on the process.

Thank you Lazy-R-us. So far we can see that progress can be interfered by distance, time-zones and language barriers. NOT per se by ill intentions of the seller. And by showing us we hopefully can avoid some of these issues when our time has come.The thing we can learn from the OP is that we always should try to keep in open contact with the seller.
Who it was is not important, but I have had a long mail exchange over a certain feature of a light. At the end we came to the conclusion that we meant the same, but used different words for it that just did not “click”.
@jato On top of that there are (inter)national rules that are not very clear to start with. I’ve received batteries form various sellers, routed via the most unlikely countries (that I won’t mention because I don’t intend to offend their inhabitants).

You are a flashaholic if you are forced to come out of the closet, to make room for more flashlights.

The Miller
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Good info!
Nice to document it.
Gearbest revolved all my issues in the end and so far your situation seems to move in the right direction, please keep us posted!
I did the same documentation of my trouble orders in the gearbest topic.

finges
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I also don’t see the point for this thread yet. Maybe you should have waited till it is resolved and than post it.

Also, I would always choose a refund if I can reorder the item for the same price again.

Lazy-R-us wrote:
26 July – receive email apologizing and asking if I want credit, refund, or resend.