Dear Iain, you can submit a ticket here: http://support.gearbest.com/ Our colleague will reply you in 24 hours! We are sorry that the live chart is some buzy, as many people contact over the world. So that may need customers to wait a little linger for their turn. Gearbest.com

They have responded to my tickets at least 1 or 2 times and you will get an email notification both when you submit a ticket and a link to click on to view the response.
They are so useless that it is taking more than 2 communications back and forth to resolve their mess up. On day 25 of no product when I paid for expedited shipping. DON'T ORDER FROM THIS COMPANY.

Once Gear Best has your money that really don't give a damn about you. I had a bad experience with these people. They flat out lied to me. The Chinese culture is to take Gaigin money at any cost. Do business elsewhere...

Leave a honestly bad review and they will get in touch with you. Do not have them tell you otherwise: get your money back from PayPal or your credit co.

Everything is Fake, don't but anything expensive. Even when they get back to you, you won't get anywhere they'll just give you a runaround until you give up.
Contact Paypal or your bank to get your money back.
Live chat, phone number and support, ALL FAKE!
Once you buy something you're stuck with it.
Good Luck

I ordered an item in November 2015, I never received this item, ticket after ticket, no item and they told me to wait. The tracking said undefined or in China. They are a rip off, it is March 2016 and I still have no item.
If you paid with Paypal, contact them. I turned them over to PayPal and they are investigating them. The company is scamming people out of their money.

I believe site jabber was able to locate a number. But good luck with that. I will stand by saying this company scams people.

I ordered two items, they were to be delivered in 7-10 days after more than a month I received one the directions were in Chinese. I tried to contact them for directions in English failed. Finally received second item it was broken. Stay away from GearBest.

Hes, i have a got a fee le response from them. They wanted to give a store credit and would t touch, talking about the expedited shipping charge of over $15 that I paid because i needed some Go-Pro items while on vacation in Colorado.
Needless to say they provided a shipping ticket where y some item was received a month and a half later in new york somewhere.
But you are right, you cant talk to them, they are Chinese.
In order to create a ticket, you go on there site and have to set up an acct with them, to start a ticket.
Problem is, it wont do a damn bit of good.
Dispute and block the charge with your credit card company.

I sufferred the same experience. I created several tickets and tried the online chat to resolve my issues, nothing. But when i did a charge back using my bank, they got in touch with me the same day, fancy that.

So I went to social media and started bad mouthing them everywhere I could. One of their representatives contacted me and put me in touchl with a better customer service rep. It has helped a little.

Try to resolve your problem through Paypal or your credit card company. I only got them to answer when Paypal resolution deadline approached. They then told me that they would refund the order, if I cancelled the Paypal resolution. It was a good thing I did not agree to it. Paypal resolved the case in my favor and I received full refund. Do not agree to ever cancel your Paypal case!

Sorry to here of you experience with this shoddy company but I would cut and run because it will only cost you more in the long run.
This company should be shut down.

You can try getting a hold of them on their facebook page. Just leave a comment on one of their posts... or 10 if you really want to get their attention.

Hmm I had good experience with them but I was paying by PayPal... when you use another payment method they looks like ignore you.

They are pretty useless. Gave them 2 chances and both were terrible experiences.

I hope you paid PayPal! Just ask for refund and buy somewhere else

I've tried also with this ticket business all they do is mess me around not to mention I never got an invoice with the phone

They are very slow to ship. I've been ordering less from them lately because of this. I've had them reply to a ticket the next day, some other 2 weeks. Very inconsistent. But I've always either had the item arrive or being reimbursed.

Never buy for this site... The "we will answer a ticket is useless, 4 months and plenty of tickets and the problem unsolved yet, and looks like will never be! Fake support, useless client support!
Fernando

I found they do respond BUT because they sit in China they are outside any power of jurisdiction, therefore they pretty much dictate the terms of any support offered, so be careful.
For me they gave the ultimatum of "deal with it or forfeit your item without refund" which is pretty much telling me to bugger-off.

Good luck.

It took 2 months to get my last order. I have always been able to submit a ticket but do not always get an answer. One time they closed my ticket and when I posted my problem on SiteJabber they reopened it but never resolved the issue. The ticket has been sitting open for 2 months waiting for them to respond..

Yes, but it took about 3 months. But when I write a review on sitejabber.com they did contact me via their site and eventually took action. But, honestly they have poor customer support. And refund was so slow.

Some items, was excellent.

Not sure why your having trouble submitting a ticket? Maybe java isnt enabled in your browser? Idk I didn't have that problem. You will hear back from them if you're able to get the ticket to go through but don't believe these people that are saying GB resolves your issue or that they're helpful because that's about the furthest from the truth that you can get! I have screen captures of all my communication with them & will gladly share with anyone thinking about buying from this company. Please see my review for more detail & if you haven't bought from them already, DONT. If you have, I wish you more luck than I have had but since your dealing with scammers & theives, Im sorry to say you really shouldnt count on it.

Hello!

I opened a case and after more than a month of changing emails somebody finally did gave me an address to return the faulty phone and promise me that she/he/it will send a new fully functionally phone. For now I have nothing that to expect to see if they keep the word. Don't believe paypal, if you are not acting when you receive the object (like it was defective or not as described) else the paypal crew will piss on you too. They are not honest buyer safe net, they are just commissioners, they get money from both sides. Like in my case: I said that the phone is defective and they said I have remorse! Wtf?!?!

Contact them thru their Facebook web page. Thst is how I was able to reach them.

Month - this is nothing, they can only be sent to do in 3 weeks...
I paid for the goods 7 February, it has not sent because it is not available, offer to return the money, but why do I need money, I'm waiting for a month!
Is here permanently, it is a wild asia baby!)

I have ordered from them five different times. The first three have arrived and are fine. Theyhave notified me that the other two have shipped. These are from China and I expect them to take three or four weeks to arrive which I consider to be "normal". So No, I have no experience in contacting them. I do know that the tracking from China is essentially worthless from experience with other companies. I would advise always to pay through Paypal and not make purchases overabout twenty dollars without also buying insurance although that causes the inconvenience of having to sign for the package when it arrives.

Hi. Usually they respond to query on the same day... Try to submit the ticket once again

Post a poor review... They will get in touch with you,
Worked for me.

You can email them... they call it live but it was never live for me, you can't call them even though they do have a number it rings and no answer 24/7.
Make sure when you submit your ticket email you get a confirmation email sometimes after confirmation it can take a few days. But they are polite. It took me over a month to get my money back because it seems like they keep stalling by asking you to wait. You have to keep asking about your money back it may take time but eventually they give it back.

Never. They are a Chinese company w' no costumer service Dept.

Everything is email with them.

Only received communication after opening paypal dispute finally did receive product. They want you to close dispute before shipping but if you do that you no longer have paypal protection (what little you do have as paypal does not protect the purchaser as much as they lead you to believe at any other site than Ebay)

I contacted them several times.
Usually support is ok, But during christmas and most likely chinees new year, it seems like the are so busy that everything goes wrong. They do not answer tickets and it seems like they handle new orders before older ones. Very frustrating!
So I think they will deliver, but it will take a loooong time.

A couple of times I submitted a ticket and it took a couple of days to answer, then I sent a fresh ticket to complain about the lack of answer and they fixed the problem pretty fast, like all things I expect their ticket computer glitches and they don't see some of them...

Sometimes is difficult to speak with them in the online chat, but i do it once every 2 weeks, so it is possible, also for submitting a ticket you must be logged and sometimes it works only when you are in the main page

No I used to Facebook message them but they lie...

Their tracking is terrible, but my items always turned up eventually. Go to your ticket via your email every day and complain. If no answer to to Paypal resolution

I have send in 3 tickets to them with no problems. They do answer ask within a few days. But it is always the same thing " your item has been shipped and you will receive in 10 to 20 days. " I ordered on black Friday and still have yet to receive my item. They refuse to give me a refund. This company is a scam.

They tend to answer after a day or so. Details are lacking

They have responded to all my tickets, and you will get an email notification both when you submit a ticket and a link to click on to view the response. If you do not get a response within a few days send in another ticket. They have always responded and solved or answered any problem or question I have had.

Solved every problem with their ticket system. It has never been easy, but in the end everything turned out perfect. I cannot see any reason to call this company scam!

Yes, they've always answered me back in 24-48 hours. If they don't in this time, just file another request!

Yes, I have contacted them many times, go to your account (you can login with facebook), then go to your order, from there you can open a ticket.

They always answer and sort things out, usually in less than 24 hours.

Yes i have been able to contact through there complaints department they email you a link and you talk on that

I contacted them two days ago for an issue on my Mi Band 1S. It stopped working after a month and a half. I described them the problem, making a short video of the issue. I told them my attempts to fix it and asked for help.
They were so kind to answer me immediately, offering me two options: refund via GB Wallet + more points or a send of a new Mi Band free of charge. GREAT! Very kind the guy of the customer service. Also one of the guys of GB helped me to unblock an order stuck and not yet delivered. So I can say only good things of GB. Hope my answer is helpful.