GearBest
reviews and complaints

To whom it may concern,
I bought a phone from your website, a few days after the purchase the finger print sensor stopped working, I did not mind because I almost never used it. However for the last two days the touch pad has not been functioning properly, it will work perfectly fine for a few moments and the out of no where it'll start to either be super sensitive and open up apps or options I haven't pressed or just outright not work

T17060809856.
Products: yi ii 4k action camera, kingma waterproof case, plastic mount, adhesive tape.
First I bought the camera, then I bought the products, all at gearbest.
All parts necessary were "installed" in my surfboard by professionals at a surf store.
So, I was doing surf, 15 days after receiving the products, and while curving on a wave, the case (With the camera inside obviously) flew off into the ocean.
Then I looked to see what happened and the plastic mount had a piece bent over, broke. So, it´s possible to understand that the plastic mount had a defect on a piece, and so I guess the weight of the waterproof case (With the camera inside) made it bend and with that the "click" part of the case got loose and detached and just flew off into the ocean.
To make a brief summary:
- I bought every one of the lost items in gearbest, and all of them can be used for surfing;
- all the products were correctly put in the surfboard and there are witnesses;
- it is gearbest responsibility to make sure every single product gearbest sells from the thousands of different stores, does not have defect... It´s not clients responsibility;
- as soon as I used, the items detached and are now lost in the ocean, due to the defect of the products sold to me;
- I am entitled to a refund by chinese and specially portuguese consumer law, and also the product with the defect was only 15 days, so inside the gearbest refund policy, and that product caused the lost of a yi ii 4k and a kingma waterproof case, so both these items need to be refunded;
- all of the process has witnesses, that are from the police, and I have an official report that states that the products did not work as they should work
So I asked gearbest to refund me or send me new items (Yi ii 4k action camera, plus kingma waterproof case) and the person responsible with my ticket case is going around in circles, saying very idiot things that I refute immediately and then she/he moves on to other idiotic thing, and keep repeating the same over and over.

my mail is : [protected]@hotmail.com
Order Number: W1703130540548982
I bought the car camera (A118C - B40C ) from gearbest, and a piece of the product was missing for the assembly process . I reported the situation to the site administrators via photos . But they asked me to pay again .
I can't use this item and i want my missing item or full charge .

I purchased this on gearbest website. When I received it . I went very slowly familiarizing myself with the product. Once I realized the product would not start properly I looked closer parts missing like data cord, rubber button covers . looks like the product has been sent without being checked out . Was it a return? maybe. Buy the time I realized this the 3 day doa had passed. I figured ok warranty 45 days money back guarantee... then was informed... Fine print in misc on the site. Now warranty for this type of product. So I spent $280 and get something I can't use. Buyers beware. don't buy from them go elsewhere

hank you so much for your recent purchase on GearBest.com. Your order number is WW1703230333306088.

Your order information is:
Shipping Information: Shipping Method:
john davies
29 Timkelnik Crescent
Victoria Point Queensland [Zipcode: 4165]
Australia
T:[protected]
Payment Method:
PayPal

Product Name SKU QTY Subtotal
Jaragar H057M Genuine Leather Band Men Automatic Mechanical Watch Color:BLACK [protected] 1 $32.69
Subtotal $32.69
Grand Total $32.69

Ticket:T17041704075
Request number:W1703271336227950

Dear all,
I bough a brand new product on Gearbest website. When I received it on the 5th April, it was broken on the top and does not open and close properly. I have then contacted Gearbest and requested for this to be sorted as I bought a new product.
Now that I am trying to sort this issue I have been writing messages back and forwards with no solution on the line. I have been told every day a different ´policy´ by a different person. It is just unbelievable. I have requested a contact number several times and none was provided.
The service is extremely poor and no one is available to sort the issue.
Also, I did not buy a cheap product and they want me to pay to send the product back to the company or to pay a full price to get a new one.

Please see attached the photos of the product and copy of all messages between myself and Gearbest.

Thank you.
Best wishes,
Silvestre Boas

See below all messages:

Centro de Suporte
Base de Conhecimento e Centro de Suporte
NOTA BASE DE CONHECIMENTO TICKETS SOBRE NÓS
casa > Verifique meus bilhetes > Veja Detalhes
Bilhete:T17041704075
Número do Pedido:W1703271336227950
Tipo de Mensagem:Faulty D.O.A, Defective
Assunto:question
Mensagem:
Estado:Processando
Nome Completo:Silvestre Vilas
Gearbest Customer Support Em 04/18/2017 01:23:46 CST
Dear Silvestre,

Thank you for contacting Gearbest.
We have received your information.

Please rest assured that I am looking into the issue for you.
Please note that it will need 3-5 business days to process.
We need to confirm this issue with our technical team and will get back to you with an update as soon as possible. We will then resolve this issue to your satisfaction.

If you are unable for any reasons to receive our message, please feel free to contact us again.

Thank you for your cooperation.

Best Regards
Vivian
Gearbest Customer Service
http://www.gearbest.com/

Silvestre Vilas Em 04/18/2017 10:25:02 CST
Dear all,

That is fine by me.
Hope to hear from you soon.

Regards,
Silvestre Vilas Boas
Gearbest Customer Support Em 04/19/2017 12:00:41 CST
Dear Silvestre,

Thank you for your important feedback and for letting us about your experience with us.
We are sorry for the inconvenience that may have been made.

Could you please check if the connecting position of your device and the charger is clean?

Please note that everything is OK.

Once again, we sincerely apologize for any inconvenience that may have been caused.
Thank you for your understanding and support.

Best regards
Vivian
Gearbest Customer Service
http://www.gearbest.com/

Silvestre Vilas Em 04/20/2017 12:52:15 CST
Dear all,

I have just re-checked: all areas are cleaned and as you can see attached the area is free and clear.
My main question is that I bought a new product (only used three times) that came already damaged on the top area and that the open case does not open properly. Please re-review the attachments.
I do not think it is a good service to sell the equipment's already damaged and just sending an apology by e-mail.
Please find all proof attached again and please provide me with a solution as soon as possible.

Thank you.
Regards,
Silvestre Boas
Gearbest Customer Support Em 04/20/2017 11:33:15 CST
Dear Silvestre,

Thank you for contacting Gearbest.
We have received your information.

Please rest assured that I am looking into the issue for you.
Please note that it will need 3 business days to process.
We need to confirm this issue with our technical team and will get back to you with an update as soon as possible. We will then resolve this issue to your satisfaction.

If you are unable for any reasons to receive our message, please feel free to contact us again.

Thank you for your cooperation.

Best Regards
Vivian
Gearbest Customer Service
http://www.gearbest.com/

Silvestre Vilas Em 04/26/2017 10:14:08 CST
Dear all,

any news? It has now been more than 3 business days.
As I said previously, I bought a brand new product that came already broken and not working 100%.
What is your suggestion? I would like an update as soon as possible.

Thank you.
BW,
Silvestre Boas
Gearbest Customer Support Em 04/27/2017 04:55:46 CST
Dear Silvestre,

We would like to extend our apologies for this inconvenience.

Kindly refer to our warranty policy here: http://www.gearbest.com/about/warranty-and-return.html
Please see our terms and conditions here: http://www.gearbest.com/about/terms-and-conditions.html

After reviewing your case, please review our possible solutions:
1)Return the item to us
You can return the item to us as per our terms and conditions indicated in the link above.

Once we receive the item, we can exchange or offer a refund of 179.99 USD to your GB Wallet with extra points.As long as the item does not exceed the 45 day money back guarantee limit.
Learn more about wallet benefits : http://www.gearbest.com/m-article.htm?id=111
Learn more about points benefits :http://www.gearbest.com/about/about-points.html

Customers need to pay the return shipping fee first. After gearbest has received the product return and confirmed the DOA, the return shipping fee cost will be fully refunded.
We will only compensate the return shipping fee up to a maximum of 50 USD as a coupon upon receiving the item and the valid shipping receipt.
If our technical staff determine the item is not DOA, gearbest will act in accordance with its own policy.

2)Keep the item and accept a partial refund on Wallet as store credit.
We can offer a partial refund of your product value which is 15 USD on your Wallet. This amount can be used for your future orders.
In this case, you can keep the item and do not need to return it to us.

3)Resend a replacement (No return needed).
We can resend you a replacement but we kindly ask you cover a handling fee of 165 USD. If you choose this option, we will send you an invoice and arrange the shipment for you.

We look forward to hearing from you at your earliest convenience with your decision.

Best Regards
Vivian
Gearbest Customer Service
http://www.gearbest.com/ 

Silvestre Vilas Em 04/27/2017 08:41:23 CST
Dear all,

It´s now 10 days that I am trying to sort out this issue.
As I said previously I bought a brand new product that is broken on the top.
The product is working but I find difficult that you want us to pay to return the item and having the risk of you not covring the damage and if I keep the product (damaged) you only return 15 USD which is about 8% of the cost of the product.
I am happy to keep the product as it works but would like an higher refund.
Please see attached the photo showing the damage.
Can you look into this please?

Thank you.
BW,
Silvestre Boas
Gearbest Customer Support Em 04/28/2017 04:07:31 CST
Dear Silvestre,

We would like to extend our apologies for this inconvenience.

As you are our valued customer, we will give you the best solutions:

1)Keep the item and accept a partial refund of 20 USD on Wallet as store credit.
In this case, you can keep the item and do not need to return it to us.

2)Resend a replacement if you you cover a handling fee of 20 USD.(No return needed).
If you choose this option, we will send you an invoice and arrange the shipment for you.

However, this is an exception.Just for this order, not for all.
We hope to keep future cooperation with you and we would like to offer you the exception.
We look forward to hearing from you at your earliest convenience with your decision.

Best Regards
Vivian
Gearbest Customer Service
http://www.gearbest.com/ 

Silvestre Vilas Em 04/29/2017 03:45:30 CST
Dear all,

I would like to pay the 20 dollars and get a new equipment sent to me. But this means I keep the old one and get a new one correct?

Thank you.
BW,
Silvestre Boas
Gearbest Customer Support Em 04/29/2017 06:15:16 CST
Dear Silvestre,
Thank you for contacting Gearbest. Sorry for all the inconvenience caused.
Kindly refer to our warranty policy here:http://www.gearbest.com/about/warranty-and-return.html

After reviewing your order in details, it appears that one of our staff made a mistake on this resend.
We have taken immediate actions to make sure this does not happen again.

As you are our valuable customer, we hope to try our best to help you.
Kindly note the broken might be caused during the shipping which is out of our control. According to the manufacturer, the item can be used normal in such case.

Please review our best solutions as below:
1) Return the item to us and we can refund you 179.99 USD on your GB Wallet with extra GB points.
2) Keep the item and accept a partial refund 22.5 USD to your Wallet (credit)
3) Keep the item and accept a partial refund 22.5 USD to your original payment account
4) Resend a replacement (No return) if you pay us 150 USD.

Please let know your decision.
Thank you for your understanding in this matter.

Best regards,
Pamela
Gearbest Customer Service
http://www.gearbest.com/

Silvestre Vilas Em 04/29/2017 08:37:57 CST
Dear all,

this is the first purchase on your store and I have had so many issues that it unbelievable.
You are saying that the broken area might be caused by shipping and you say it´s not under your control but it´s not my issue either. So who is actually responsible? I even paid the insurance.
Second, it´s not my fault that your colleague gave the wrong information so as far as I am aware, you need to do what we were told before. It´s to easy to say it was someone else mistake.

I don´t think it´s fare for me to stay with this equipment and as I said before you want to give us less than 10% to cover. I am sorry but that is not enough.

I would like to have a contact number so I can call and discuss this issue with someone senior.
I have been trying to sort this for more than 10 days now.

Thank you.

Regards,
Silvestre Boas
Gearbest Customer Support Em 04/30/2017 02:17:37 CST
Dear Silvestre,

Thank you for your reply.We apologize for the inconvenience.
If you want a full refund, you can return the product.
If you want to keep the product, the most we can offer is 30USD refund as compensation.
Please let us know your decisions.

Thanks again for your kind support.
Best regards
Lillian
gearbest Customer Service
http://www.gearbest.com/

Silvestre Vilas Em 05/01/2017 04:15:08 CST
Dear all,

I would like you to collect the product and send me a new one.
The product is new, it´s broken and does not work properly. On my previous messages I have attached video, photos showing where it´s broken and that it does not work properly. Still I had no comment on this.
I don´t want money, I want a product that works.
So, please arrange for it to be collected and send a new one.

Also, I requested a contact number and still you did not provide me with any.
Also can I have the information to do a formal complaint as I am not getting anywhere with this message system.

Thank you.
Regards,
Silvestre Boas
Gearbest Customer Support Em 05/01/2017 04:14:17 CST
Dear Silvestre,

Thank you very much for your contacting us.

According to our policy, if you want a new product, there are two options.
1.Return the item to us
You can return the item to us.Once we receive the item, we can resend a new one. Or refund full product value to you, the you can use the refund order a new product.
2.Resend a replacement (No return needed).
We can resend you a replacement but we kindly ask you cover a handling fee of 140 USD. If you choose this option, we will send you an invoice and arrange the shipment for you.

Thank you for your support. If you have additional questions, you can contact us anytime.

Best regards
Zareen
Gearbest Customer Service
http://www.gearbest.com/

On march 29, 2017, I bought a leagoo m8 pro on the gearbest site. The shipping promise was between the 1st and 13th of april. I think that due to the day of the lie to date they have not sent my cell phone. The answering service only gives automatic answers, offering me the money back or having me wait. Now they want me to wait another 7 business days so they can maybe know which day to send. The company is heavily stuck, dx shipped similar products within 24 hours, but gearbest can not meet deadlines of 10 business days.
Searching on the brazilian website "reclameaqui.com. Br" I have seen a complaint (Complaint reclameaqui of [protected]) from a customer who bought the same product that my two days after my order and has already had their order sent, while my product does not even it was processed! Since you do not want to send my product, I have decided to open a complaint on the same site (Reclameaqui complaint of [protected]). If they do not respond and send my cell phone in 24 hours, I will share this complaint on all international websites, social networks and youtube videos that mention gearbest or leagoo m8 pro! I want my cell phone!

On w1703291918568587

I have not recieved my product with order number WP1702162138531206 and given a Shippment number: NL14874169348939.
I have ordered on 18-Feb-2017 itself.
I was told to receive your order max by 10-25 days.
The last I can see in tracking says reached India custom. But I didn't get any notification or a call regarding this.

Please help me on this urgently.

Thank you

I ordered a dash cam and paid online via PayPal. Weeks have gone by and the item was never received. Emailing Gearbest through their website was an exercise in frustration. They kept "assuring" that the item was shipped but that there was no way to track the shipment. After weeks of this back and forth, and the item never appearing, Inasked for a refund, and their responses curiously stopped. I am seeking a refund via PayPal's Buyer Protection Policy. Simply a horrible company and a horrible experience dealing with them.

I received my anet8 3d printer from gearbest in early January 2017. When I received the printer the extrusion motor harness was missing. Through numerous attempts at resolving the issue with gearbest I am left with a printer that does not function due to an incomplete kit that they sent me. Gearbest pathetic attempt at resolving the issue was to give me a $10 credit rather than sending the missing component. I'm currently out $250 from the original purchase. Their customer service at gearbest is none existent they should be ashamed of themselves. All communications with gearbest customer service was automatically generated responses. They have currently closed my customer ticket saying the part is on back order however I can purchase a new printer as they are in Stock.  Gearbest does not stand behind their products and are a company in business to take your money! They are crooks I would recommend buying any similar product they sell from a competitors website

I have order one wrists watch on october 2015 which is not deliver yet.
Please see mention details

Dear Customer,

Thank you so much for your recent purchase on GearBest.com. Your order number is W1510052353306200 .

Your order information is:
Shipping Information: Shipping Method:
shariq shaikh
68 silver colony khajrana new kamal community hall
Indore Madhya Pradesh [Zipcode: 452016]
India
T:[protected] Flat Rate Shipping
Payment Method:
PayPal

Product Name SKU QTY Subtotal
Cagarny 6820 Male Quartz Watch [protected] 1 $9.39
Subtotal $9.39
Grand Total $9.39

Dear Sir/Madam,

I received a faulty Hubsan H502E drone from gearbest.com. Order no (W1608271519462080) Which is faulty. I opened a complaint ticket then and there. As requested by Leda i also made video and posted. However this Leda is offering me $10 and only motherboard. When a customer gets a faulty merchandise then the company should accept. Leda is just satisfying his or her ego so far. Kindly read the gearbest policies mentioned here as under:

PROS for GearBest Reviews 2016:
With a focus on lovers of gadgets, GearBest provides great technology deals with discounts and sales site wide, along with free shipping on some items and a free one-year repair warranty and lifetime technical support.

Combined with a 45-day money back guarantee, gadget lovers are well treated here. In recent years, they have started to grow into other areas, increasing the scope of their business.

GearBest Promo Code 2016
45 Day Money-Back Guarantee
One Year Free Repair Warranty
Lifetime Technical Support
Track All Orders.

Now the company is not doing what they declare in their advertisement. The drone flies in the air, it will fall when its mechanism is not sound enough to remain airborne. The drone is beyond control since the first flight. The first flight showed that drone is faulty. There has been long debates because of this. I would like to paste the entire conversation between me and Leda. I will remove my address to be in the safer side. When i placed the order i made a request to please do the quality check and send me a fully operational product. It was not so. I complained under the subject Faulty-DOA defective. They offered me $10. Is this some joke? They send faulty products and then offer $10 as refund? I can give the entire conversation between me and Leda if required. I would not recommend anyone to buy any Hubsan Product. I will post it on my youtube channel and my facebook page as well. This is direct violation of the things promised in the advertisement and after sales services. Gearbest is not at all doing what they write on their site. Later they remind about their policies. Why they do not mention this when customer is about to pay money from paypal? Why only when the customer has an issue? I live in Europe. I am not running my family on $84. I will not give up. I want customers to know why they should not buy Hubsan product. How can they just wash their hands and offer me $10-15?

Order №: WP1607071549410453 Jul 08, 2016 04:49:41 AM

The order came more than a month. In principle, a little above the norm in Russia. This product was consumed broken, most likely in the process of delivery. Posted companies Gearbest that broken items and send photos. Within 1 day money back. In recent years, improved customer support and have done for the phone application. Good and adequate company.

Commodity Price : $29.69 
Insurance: $1.59 
Tracking Number: $1.99
Total cost = $33.27:
I decided to purchase the tracking no. and shipping insurance to ensure that my package is carefully handled and if lost in shipment, a guaranteed refund will be given me at no extra cost. (Tracking and shipping insurance is very necessary if the worth of the item is such that it will be too painful to loose/damaged in shipment. This is an aspect many buyers overlook and later complain when their precious order has problem with shipping).
Order Date = 27/02/2016
Ship Date = 05/03/2016
Delivery Date = 23/03/2016 (18 days transit to Nigeria via Netherlands Post. Tracking no. is RC458233883NL).
I have confirmed that this is an original Xiaomi via authentication code on mi website.
Charging duration of the power bank = 6hrs 55mins with Blitzwolf QC2.0 charger. With 1A charger, it takes about 20hrs.
The power bank charged my 4000mAh android phone from 0 - 100% for about 3 times.
The protection circuit is robust. It triggered off when a faulty charger discharged dangerous excess voltage into it. It promptly stops charging whenever a faulty device is connected into it.
Cons:
It took a total of 26 days from the date of order to arrive. On the average, it takes 18 days for shipment with tracking to reach me from China.

Order No :W1510171538079822
Order No :W1606061700432219
Order No :W1605260031188447
Order No :W1511221953127102
...
Je partage avec vous mon expérience personnel sur le site Gearbest, je ne peux pas émettre de plaintes pour le site car je n'ai jamais vraiment rencontré de problèmes. Lorsque j'ai rencontré un souci, celui-ci a été réglé au plus vite.
Le site est vraiment très bien, les produits sont de qualités et les prix sont très bas. Vous bénéficiez d'avantages comme cumulé des points lors de vos commandes, commentaires... et sont transformés en argent.
Le service client est très bien, très à l'écoute et vous répondent très rapidement.
Que dire de Gearbest ? Ils sont géniaux

W1605161334102973
May 17, 2016 02:34:10 AM
DywlkrsBLADE

First he received a short time the product .
The first glance was brilliant elegance box .
If you look at the box content, quality product. Spare parts available .
product of original, high quality and very stylish.
It met my expectations. I understood everything she said the site is correct.
I started using the product. performance is very good. It turned out as I expected.
You can share this information with anyone my my comments .

The tablet arrived in good shape but the symbol keys were reversed. I paid $229 for it. They said they would ship me a replacement for $180 with no guarantees. Because shipping is so high and the products are not warranted you should not uses them. After going back and forth they said I wanted to keep it they would reduce the price. It is tough when the @ symbol is reversed with the symbol and the # shows as the British dollar the pound .

Do not purchase from this site. You have no back up with paypal or your credit cardf

I've ordered few things from GearBest in early January and was promised to receive my items in 5-10 business days. 10 days passed and I received nothing, so I contacted them and they asked me to wait few more days. I waited over a week and nothing! When I contacted them again they told that my order was probably lost and that I need to contact the shipping company. They are absolutely ridiculous, it is their job to deliver orders and not mine! Why should I waste my time on that? So, they took my money and delivered nothing! I hope I'll get something! I will definitely report these clowns for being so unprofessional!

I've bough four items from GearBest for Christmas. I received only three. My order was separated into two different shipments and one of the shipments never arrived. Gearbest customer service played back and forth game in communication before finally simply saying, "it's not our fault" and refusing to help or refund my money! That experience with missing deliveries was terrible! I will not use this business again.

I found a longboard on GearBest and decided to buy it because the price was really awesome. I thought it was a great deal. They said it would be here in 7-10 business days. Well, I received nothing yet and the order was placed over a month ago. That board was a present for my brother. I gave up waiting and just bought him another board. So I emailed GearBest and asked them to cancel my order, but they never replied. I will never order anything from them again and I will tell my friends and family about what happened.