What is up with GoingGear?

Placed an order with GoingGear last Monday - after about 3 days I hadn’t received any order update or shipping notification so I sent an inquiry through their site. 1 day passed, 2 days passed - no response. Sent another email - no response - a day later sent another email - still no response.

Yesterday I sent another email, but still no response. This is just terrible customer service. I used to order many things through GoingGear but this was my first order in a while. I won’t be ordering from them again - that is for sure. I opened a PayPal case against them, but just wanted to warn people about Goinggear.

I bought one of their ‘mystery boxes’ a while back. It took a while to ship, but it did arrive.

I had an issue with a light in the box, I sent a support ticket and they were quick to respond (24 hours).

This was almost a year ago now (Late april, early may 2021). Haven’t recently used them, but that was my experience.

At some point, I believe they may have moved to a new building. Wonder if that impacted things?

I wouldn’t mind if there were shipping delays as long as they communicated with me. The lack of communication is what is very disappointing. One week after the purchase and I haven’t heard a word back from them even after multiple emails.

They have a phone number, if you’re into that sort of thing.

They closed/moved their physical store location recently, might be related to that.

I am about 98% win with good old telephones and between my job and my personal stuff I end up communicating a lot with a bunch of companies and manufacturers. Good old voice to voice with a human gets things done. About 50/50 with email. These days, apparently, comments on social media seem to get immediate attention, too.

I’m surprised to hear they’re still in existence. I thought Banggood and AliExpress priced them out. It’s one thing to pay more for a USA based business, but not if their customer service is that poor. Ouch.

Going Gear lost its way after Marshall died. Like a wayward orphan.

Woah. I enjoyed watching his review videos back in the day. RIP.

(yeah, I have been out of the game for a while…)

Marshall was great. I assumed his family members took over the business but I’m not sure. They still had excellent customer service after his passing but I haven’t ordered from them in a couple years just because I started ordering custom or more budget lights.

It is frustrating when you don’t hear back from a company, hope they resolve the issue with you.

I finally filed a PayPal dispute after not hearing back from them after a week. A couple of days later PayPal informed me that my money had been refunded. I never did hear a word from GoingGear about my order.

Paypal’s policy is:

Once a dispute is opened, you have 20 days to work with the buyer to resolve it. (PayPal won’t be involved at this point.) If neither you nor the buyer escalates the dispute during the 20-day window, it will be closed automatically. If you can’t work out a resolution, either party can elevate the dispute to a claim, which we’ll cover in the next section.

So, GoingGear just refunded you immediately, before you could escalate it into a claim.

edit… btw, they answered their phone if you feel like talking to them 770-435-4103

I was going to purchase a light, put it in the cart, and tried to login to my account there. A popup stated my account was found but is disabled.

“Account found but it’s currently disabled.

We sent you an email with an invitation link. Please follow the instructions.”

Never got the email so didn’t purchase. It’s too bad. I liked those guys. Marshall’s reviews were the best. RIP Marshall.

I hope they get things sorted.