Extremely unpleasant experience with GearBest

Mandami

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Even though there were many warnings and bad experiences with Gearbest all over the Internet, three months ago I bought some products from them. There were several problems, but describing these on forums and sending couple of messages helped solving these problems.
They even gave me some points as compensation and, at that time, I thought they are good sellers and we should accept that everybody make mistakes. I corrected my negative reviews, and for me everything was fine. I placed a fourth order and the order arrived perfectly couple of weeks later.

Today is "the Grand Finale", having all the reasons to say that you shouldn't buy from GearBest because they are liars and cannot be trusted. Their lies and their unethical methods, don't only affect the buyers but also, the other sellers (so no one wins, excepting GearBest).

This conclusion comes after they cancelled my last 3 orders I placed on their website. The payment was made using my verified PayPal account. The old orders on GearBest were also paid using the same PayPal account.
After inquiring about this problem on their website, I found that: "Due to the previous business is not unpleasant,so we don't want to coperate with you." (original GearBest's answer).
I did my best to solve this problem and in 10 days I opened 5 tickets on their website, had 9 chat sessions (during 5 different days) and sending 2 emails to them. I wanted to find the clear reason of why my orders were cancelled (i.e., how they define "unpleasant businesses").
Here you have one of my last discussion with them which proves I'm right:

Welcome to Gearbest.com. Please wait for a site operator to respond.
You are now chatting with 'GearBest'
Customer: Hello
Customer: I already paid for 3 dascahms and the payment was accepted. Yesterday I find that "Our Risk control department are unable to confirm security of the payment" and you have cancelled my new orders.
>>GearBest: Have you choosed a shippingmethod?
Customer: Yes, of course
>>GearBest: Could you tell me the shipping cost?
Customer: it was free
Customer: I chose free shipping :)
>>GearBest: so sorry for my mistake
Customer: don't worry, everyone makes mistakes
Customer: Now, the question is: how can I solve this problem ?
>>GearBest: Do you have write review about gearbest on forum
>>GearBest: ?
Customer: Yes I do; not for the last days. I don't want to accuse someone for nothing.
Customer: That's why I do my best to fix this problem
Customer: Also, you cheated on resellerratings.com. Most of the reviews are bogus. But, then again, some forums are more important
>>GearBest: I'm so sorry for hearing that
>>GearBest: it may caused by the review
>>GearBest: our company will cannot accept your order now
Customer: why ?
Customer: my PayPal account is verified and OK
>>GearBest: yes,your payment is ok
Customer: so ? I thought we solved the problems between us some time ago
>>GearBest: so sorry
Customer: I understand: you're sorry. I'd like to know why my orders aren't accepted ?
>>GearBest: it may caused by you have write review on forum and the content of review is not very good.
Customer: The reviews were corrected long time ago. I also had my part of blame
>>GearBest: so sorry for hearing that
>>GearBest: if you have some problem we will try our best to solve it for you
Customer: Yes, there is a problem: my orders were cancelled. Now, the question is: how can I solve this problem ?
>>GearBest: so sorry
>>GearBest: we cannot accept your order for the time being
Customer: Why not ? As long as I did everything right, why you can't accept my orders ?
>>GearBest: because you have a not good experience on gearbest,the financial department just want to make sure the interest of company,I hope you can understand that
Customer: I don't understand. What do I have to do in order to have "a good experience" ? As long as the payment is not at risk, then I see no problem in accepting my orders.
>>GearBest: we nee protecting the reputation of our company.
Customer: Yes, I understand that, and as I wrote: I corrected my reviews. I even recommended your website (I can prove that).
Customer: Don't get me wrong: if I recommended your website it wasn't because I was afraid you'll cancel my orders, but because I thought you're an honest seller.
Customer: Now I'd like to know: are you ? or are you not ?
>>GearBest: if you write a good review on forum,we will send 500points to you however,
>>GearBest: I'm so sorry for inconvenience we caused
Chat session has ended.Thanks for your chatting.
You are not currently in a chat session.


The conclusions on my experience with GearBest:
1. Hopping the customer will drop the case, they will ask you wrong questions and repeat them all over again. Also, they will not answer for minutes or close the chat sessions.
2. They fake the reviews with the help of some customers who prostitutes for couple of dollars. For example, in 2 months their ratting on Resellerratings jumped from 3.XX/10 to 8.XX/10. Many customers who positively reviewed GearBest have only that review. That's strange, because there are more chances the customers explicitly search on internet where to write their negative experiences rather than praising the sellers.
3. Under Gearbest politics, "protecting the reputation of our company" is to hide the problems (rather than solving them) and to lie the customer. Any customer who's not happy with their bad services becomes undesirable.
4. If you have a problem with them, keep your mouth shut. Otherwise if you have some fidelity points, you'll become undesirable and lose them completely. For example I had 377 Points=$7.54 Credits and this is their answer:
Customer: I'm asking about my 377 Points = $7.54 Credits
>>GearBest: could you tell me which order you have used points?
Customer: I haven't used the points
Customer: you gave them to me
Customer: I'd like to know how I could use these points (or get the money from you) ?
>>GearBest: SORRY
>>GearBest: you cannot use it now
Customer: so, they are lost, correct ?
>>GearBest: yes
Customer: Ok, that's a fair deal :)
 
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GJHS

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Who are you speaking with, Sunny the DCT rep or customer service?
 
OP
Mandami

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@GJHS I opened tickets on Gearbest.com, used their chat system and sent 2 emails to support@gearbest.com. So, the answer is customer service.
I understand that some people may no like my thread, but I think I gave enough time to fix the problem. They started with "our manager not in the office", "send the mail to us", "get the reply tomorrow" and all kind of baloney to make me quit. I played their game because I was curious to see what it will happen.
 

GJHS

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I don't think anyone is questioning your unhappiness, who wouldn't be at that answer. I just think you should contact Sunny@gearbest.com, the DashCamTalk rep or @GearBest first. There is a reason she is here and it may have to do with their general customer service system being disconnected.
 

GearBest

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Dear @Tobby,

We cannot apologize enough for any inconveniences this may have caused you. We have reviewed your orders with our manager and communications with our customer department staff and understand your frustration. We sent you a email by support@gearbest.com to offer you a solution.
Again we are responsible for this and we will work hard to resolve this issue for you and to prevent it from occurring again in the future.

Best,
Sunny
Gearbest
 
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doctech

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Tobby said:
"They fake the reviews with the help of some customers who prostitutes for couple of dollars. For example, in 2 months their ratting on Resellerratings jumped from 3.XX/10 to 8.XX/10. Many customers who positively reviewed GearBest have only that review. That's strange, because there are more chances the customers explicitly search on internet where to write their negative experiences rather than praising the sellers."

I did go to Resellerratings.com and noticed a pattern there were 25 post with 5 stars on 3/23/15 and not as many but quite a few for almost every day of the month. I find this suspicious that so many people would go and take the time to rate a site, because people as a whole are busy doing other things or just lazy. People will take the time to post negative experience quicker than good ones. I not saying all people are like that but to get so many it seems like what Tobby said is true. If you were to go to say Amazon and look at different sellers you might see a review every couple of days good or bad. When I see many, many reviews every day it just doesn't past the smell test.
 

country_hick

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Dear @Tobby,

We cannot apologize enough for any inconveniences this may have caused you. We have reviewed your orders with our manager and communications with our customer department staff and understand your frustration. We sent you a email by support@gearbest.com to offer you a solution.
Again we are responsible for this and we will work hard to resolve this issue for you and to prevent it from occurring again in the future.
To have everything open and transparent I would rather see the solution posted here. That eliminates any confusion to anyone considering buying from gearbest. That is the only way anyone seeing this thread will know how you took care of this problem or did not take care of this problem.

When a company has a problem based on the companies mistake or a because of a product they sell blaming the customer in any way shape or form is totally and completely unacceptable.

The OP does not have frustration. Instead the OP has shown a business problem on your end. Unless you can show fraud in this transaction from the OP your company policy is in extreme need of being redesigned.

In America we tend to see we made a mistake. It was our fault. How can we make this right.

Words are easy. What will your actions be?
 
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Mandami

Mandami

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I received an email from GeraBeast stating that I'm free to place new orders. These will be handled by some designed person. Also, they gave me 500 points.

@GearBest Now, the big question is: what should I DO ? the "Red Button" was already pressed. This is the Internet. The news are spreading. Some things can be cleaned, others cannot (and it is not because I don't want). This is why I did my best to fix things before make them public. Even though you treated me like an idiot, I would have accepted keeping private these issues if they would have been solved. But you made your choice; I don't want to feel guilty for not trying enough.
I was planing to buy several products, and immediately I found another store. I can live without your store and your points.
I have no idea how I could help you.
 

Bungus

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Totally agree with Jokiin.
His good can only sell for money. Your money can buy anything from anywhere.
I'd just write them off.
 

petepete

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@GJHS I opened tickets on Gearbest.com, used their chat system and sent 2 emails to support@gearbest.com. So, the answer is customer service.
I understand that some people may no like my thread, but I think I gave enough time to fix the problem. They started with "our manager not in the office", "send the mail to us", "get the reply tomorrow" and all kind of baloney to make me quit. I played their game because I was curious to see what it will happen.
just out of interest...

WHY would you want to place orders from gearbest after such a poor service , indeed why would anyone ???????

A few points, a few quid saved here and there its just not worth it considering there now seems quite a bit of evidence being built on this forum to do with problematic sales ....

I m after a really decent quad copter, and a couple of dashcams and stuff is well priced on their site....

But no thanks Gearbest.
 

Sylviecoco

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Hi,
I ordered from gearbest and they refunded my PayPal account then told me to pay via western union. Why would they want to be PayPal verified and then ask people to pay by unsecure methodes if it wasn't to steal their money? I can upload a screenshot of our conversation if you want more proofs.
 

Gabacho

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Hi,
I ordered from gearbest and they refunded my PayPal account then told me to pay via western union. Why would they want to be PayPal verified and then ask people to pay by unsecure methodes if it wasn't to steal their money? I can upload a screenshot of our conversation if you want more proofs.
A good reason to be a little suspicious
 

Sylviecoco

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A good reason to be a little suspicious
Btw, this is the screenshot of my conversation with their customer service.
I can't understand why PayPal keep their partnership with them in such conditions as it's bad for their image. I wanted to get the last technology at a good price trusting all their banners on the web but only lost my time and may have lost my money too...
What site using PayPal would you recommend?
 

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jokiin

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Too many ¯\_(ツ)_/¯
Btw, this is the screenshot of my conversation with their customer service.
I can't understand why PayPal keep their partnership with them in such conditions as it's bad for their image. I wanted to get the last technology at a good price trusting all their banners on the web but only lost my time and may have lost my money too...
What site using PayPal would you recommend?
they seem to want to force you into a payment method that has no recourse for the buyer if things go wrong, not very encouraging
 

medash

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Hi,
I ordered from gearbest and they refunded my PayPal account then told me to pay via western union. Why would they want to be PayPal verified and then ask people to pay by unsecure methodes if it wasn't to steal their money? I can upload a screenshot of our conversation if you want more proofs.
Btw, this is the screenshot of my conversation with their customer service.
I can't understand why PayPal keep their partnership with them in such conditions as it's bad for their image. I wanted to get the last technology at a good price trusting all their banners on the web but only lost my time and may have lost my money too...
What site using PayPal would you recommend?
The little you save buying from them (gearbust) may turn out to be a nightmare, not to mention their NO "service apres vente".
Your best bet is to pay a little more and buy from Amazon... because dashcam shops/sellers are not all over the place unfortunately, but with Amazon you will not get any unpleasant surprises.
 

Sylviecoco

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they seem to want to force you into a payment method that has no recourse for the buyer if things go wrong, not very encouraging
The end of the conversation is even worse... I asked them if they were some robots at the end..
 

Sylviecoco

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The little you save buying from them (gearbust) may turn out to be a nightmare, not to mention their NO "service apres vente".
Your best bet is to pay a little more and buy from Amazon... because dashcam shops/sellers are not all over the place unfortunately, but with Amazon you will not get any unpleasant surprises.
The after sale service is often a nightmare indeed. Amazon can also reserve some bad surprises. We recently bought two electric brushes and they arrived but were equipped with US plugs, while we ordered from France... After a 10 day discussion with the worst google translated messages ever they recognized their mistake but the return to China cost 26€ and they told us they would only refund us once the product arrived and asked us to find a cheaper transporter while we only have a post office in my 20000 people town... I contacted amazon support which never answered me so I gave up and took the Chinese seller's offer of 6€ refund plus the sending of two universal plugs...
(Sorry if my order wasn't a dashcam)
 
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