My first GB order - they want another $35 for more shipping.

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Joshk
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My first GB order - they want another $35 for more shipping.

I placed my first Gearbest order on the 20th for this laser engraver and paid 135.93. There was only two shipping choices, the standard(free?) shipping that I chose, and the expedited shipping option. 7 days later, it was not shipped. So I found a button that said to mark it for their attention and left it at that. On day 10 I contacted them. They said sorry, we can not ship with the method “you chose”. …what? So I asked what the extra would be to get my item. This is what they replied:

Quote:
Dear Josh,
Thank you for placing your order with Gearbest. We wish to apologize for any inconvenience.
We are sorry that the shipping method you have chosen can not ship your order out.
We need to change the shipping method for the order:
1) We can change it to DHL which you need to pay 32.58 USD more for it.
2) We can change it to EMS which you need to pay 45.16 USD more for it.
Please let us know your decision.
I am looking forward to hearing from you.
Thank you for your patience and kind support.
Best regards
Bob
Gearbest Customer Service
http://www.gearbest.com/

First of all, I think this item said ‘free shipping’. None the less, doesn’t an extra $33 or $45 from China seem like a lot for a box of parts? I have seen the boxes they ship them in on Youtube, and it’s not big at all. What are other member’s thoughts on this? Is this a fair offer from Gearbest?

Edited by: Joshk on 07/03/2017 - 08:23
AlexGT
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Seems excessive, Just cancel it…

Syndicate
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Tell them to cancel your order and refund the full amount immediately, no coupons/store credit, only a full refund will do.

Joshk
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Well if it is as-pictured (who really knows from China) the gantry wheels are better shaped/fitted for the track than the others I have seen. So I’m still tempted. I haven’t decided yet. And even with another $35 it is still the cheapest.

tatasal
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IMO, I think free shipping (meaning the regular, airmail in gov’t postal services) has limited volume limitation with regards to physical dimensions.

As an example, I tried to order from GB a Xiaomi 4-wheel trolley and though their website offer ‘free shipping’, but when added to cart and show the final bill, it showed that the ‘free shipping’ option in no longer available but only the private shippers like DHL, etc. will accept it albeit at a price 3x more than the trolley itself.

And looking at the product link you sent, my, I guess it’s more space-consuming than the trolley I wanted to order.

Joshk
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The description says
Package size 19.29 × 15.75 × 5.12 inches

sb56637
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Well, in my experience, $33 or $45 for express shipment (<1 week) shipment from China is actually incredibly cheap. But the goof-up here is their system offering you free shipping and then later realizing that it can’t go through that route.

Budget Light Forum ...where Frugal meets with Flashlight!

Joshk
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I guess if it’s < week that doesn’t sound so bad.

Joshk
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I think tatasal is right, their is a noticeable difference between the first shipping option and the next. Thanks guys.

gearbest
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Joshk wrote:
I guess if it’s < week that doesn’t sound so bad.

Thank you for your first try on Gearbest, and also feel Really sorry for such uncomfortable customer experience on our site.

sb56637 wrote:
…But the goof-up here is their system offering you free shipping and then later realizing that it can’t go through that route.

If possible, Joshk, Would you mind giving me your order number? I will make confirmation about your shipping methods.

If you can choose the free shipping way, then no matter what happened, we should keep promise, instead of “sorry”, right?

By the way, please give me your ticket number by PM, I will find the right person to cope with your problem.

It is not only the question about giving you refund or compensation, but also the direction we should keep moving forward to better user experience.

Thank you all, for your sharing and support.

Joshk
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Thanks for offering to look into this. I PM’d you the order number and ticket number.

Update – I’m going to bed now, I will be back at the computer in the morning.

Mr.Scott
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gearbest wrote:

If you can choose the free shipping way, then no matter what happened, we should keep promise, instead of “sorry”, right?

It is not only the question about giving you refund or compensation, but also the direction we should keep moving forward to better user experience.

Very well handled!

LG
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gearbest wrote:

If you can choose the free shipping way, then no matter what happened, we should keep promise, instead of “sorry”, right?

+1
Henk4U2
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LG wrote:
gearbest wrote:

If you can choose the free shipping way, then no matter what happened, we should keep promise, instead of “sorry”, right?

+1
Beer

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

Joshk
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My faith in GB survived, thanks to Jona’s work. I received a reply in my support ticket this morning that said they could make an exception and cover the extra shipping cost for me. That is very kind! It was also noted they would make the change to the website so it offered the right shipping.

Yokiamy
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Joshk wrote:
My faith in GB survived, thanks to Jona’s work. I received a reply in my support ticket this morning that said they could make an exception and cover the extra shipping cost for me. That is very kind! It was also noted they would make the change to the website so it offered the right shipping.

That’s the way to do it Gearbest!

Now, is there any chance that store credits can be used to buy a product in total instead of only a maximum discount of 30% on the product?

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Hi Gearbest,

Good idea to step up to the plate on this one (it’s an old American saying). I realize your site is massive – do you have people who regularly check the site for consistency? As an example, when the regulations for shipping Li-on batteries changed a while back the order pages were saying “free shipping to the U.S.” but when I tried to add batteries to my cart it told me the batteries couldn’t be shipped to the U.S. What was really puzzling is that it even said this if I tried to order from the US warehouse with shipping to the US. Anyways, keep up the good service and low prices.

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It is fantastic to see an international company jump in to solve a problem on the same day in little over 6 hours. It can be hard to get that kind of service locally.

Nicely done.

Bob

Vegetarian: vejiˈte(ə)rēən/noun: old Indian word for lousy hunter.

eebowler
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Good going GearBest! This is how it should be done. If you provide incorrect information, the onus is on you to fix your information then fix the situation. Thanks for doing it right! Smile

Joshk wrote:
My faith in GB survived, thanks to Jona’s work. I received a reply in my support ticket this morning that said they could make an exception and cover the extra shipping cost for me. That is very kind! It was also noted they would make the change to the website so it offered the right shipping.

My gratitude to those who are willing and able to help others (in whatever way you can)! Being human is more than just existing for yourself. Smile

Lexel
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I ordered this RC car last year, with 7€ shipping to Germany
http://www.gearbest.com/rc-cars/pp_351315.html

and the box is quite big

now its 7€ cheaper and with free shipping

gearbest
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Yokiamy wrote:
Now, is there any chance that store credits can be used to buy a product in total instead of only a maximum discount of 30% on the product?

Hi, store credits? you mean the Gerbest Points or Giftcard?

As to Gearbest points:

You can use points for discount if you have at least 50 points. The discount (from the Points) cannot exceed 30% of the item sub-total cost. (Note: Selected promos may have a different cap.) Coupons cannot be used together with Points to reduce prices.

As to Gearbest giftcard:

The giftcard will be applied to your account by Gearbest staff. Please use it before the data we showed you 20XX-XX-XX.

To use the Giftcard: Please choose a product or some products within the giftcard value. Not allowed to be used with other payment methods.

Good day Wink

Gearbest

gearbest
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jch10400 wrote:
…do you have people who regularly check the site for consistency? As an example, when the regulations for shipping Li-on batteries changed a while back the order pages were saying “free shipping to the U.S.” but when I tried to add batteries to my cart it told me the batteries couldn’t be shipped to the U.S. What was really puzzling is that it even said this if I tried to order from the US warehouse with shipping to the US. Anyways, keep up the good service and low prices.

Hi, thank you for your question, we have one special department to regularly check the site for consistency, exactly;)

You now still face the same question about the shipping batteries to US?

Would you clear the cache of your browse, and have a try, then, effective or not?

If not the info as the page said, later, please help me and send me the link of the item, can I?

Would you mind giving us your advice on the thread: http://budgetlightforum.com/node/55093

Thank you

gearbest
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Lexel wrote:
I ordered this RC car last year, with 7€ shipping to Germany
http://www.gearbest.com/rc-cars/pp_351315.html

and the box is quite big

now its 7€ cheaper and with free shipping

Hi, Dear

I am sorry for such a thing— shipping methods charger difference.

Promotions has too many ways, so is the free shipping info now.

Days ago, we made a deal about Utorch UT02 at 29.99$, actually, more than 10$ below the cost.

And some customer had ordered the item with 33.33$.

We know, UT02 normal price is 39.99$ always.

So for those got it at 33.33$ or 39.99$, they might be upset, but for people ordered it with 29.99$, they might feel happy, right?

Haha, really hard to make a 100% balance, but we really wanna make it in dynamic way.

Hope you can understand.

Thank you Wink

Joshk
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It’s day 16 since I ordered – and this morning the tracking info finally shows it has been ‘accepted’.
I do wish GB had contacted me immediately after my order instead of waiting 10 days for me to contact them. Perhaps that is something that can be improved upon within GB for future shoppers.

gearbest
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Joshk wrote:
It’s day 16 since I ordered – and this morning the tracking info finally shows it has been ‘accepted’. I do wish GB had contacted me immediately after my order instead of waiting 10 days for me to contact them. Perhaps that is something that can be improved upon within GB for future shoppers.

Hi, your item has been processed in KUNMING EMS, CHINA at 9:48 am on July 7, 2017.

I sent you the tracking number and tracking site to your BLF inbox, have your check, please.

Kind Regards,

Gearbest

Joshk
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I received it yesterday and it was exactly as pictured. Yay! Even with the minimalist design, it’s well built. Everything is tight and square. I highly recommend the product. Here’s the successful test file on a post-it note. It took about 20 minutes.

MtnDon
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and now their page lists it as discontinued

Joshk
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Yea I got the last one… it said One in stock when I ordered, then it said Out Of Stock. They are elsewhere online, it’s a 500mw “A5 Mini Laser Engraving Machine” by EleksMaker.

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you tease! Smile
glad it worked out!

Joshk
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Beings this is a flashlight forum, I should measure the throw Smile

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Hi, Dear all
Thank you Wink
Although Joshk’s package is not about Flashlight, he is our BLF friend, that is the point I should do my utmost to help him out.
I am happy, as a representative in the forum, I do what I can to solve problems for you.
And thank you all, for your kind support and trust when the problem happened.
I should make an apologize in advance if I would not instantly notice your seeking-for-help, then please turn to my PM to give me a reminding, can I?
Thank you, happy everyday~

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