I placed my order through Gearbest on November 4, 2011, for delivery from a US distribution hub, for a dashcam at a cost of $64.53 US. It arrived November 10th or 11th in Blaine US, but as I Live Vancouver BC, it was a several days before I could pick it up. It didn't work properly from the start.
It would not record, the on/off and menu buttons were not working properly, the built-in battery would not charge, and the built in clock would not keep proper time. This item was sold as new, I strongly suspect, that it was a returned or refurbished item.
After trying to fix it for a week I send notice to Gearbest on November 28th that it was defective, see ticket number T*******155 (request#1 – R#1).
There is no telephone contact on the website or business address. There is a chat function, but this is for orders only. The only way to contact the company is through e-mail. There promise to respond to inquires within 24 hours during a normal business day, ie not weekends.
Not having a response, I then sent Gearbest a second ticket on December 4, 2015, to Gearbest, ticket number T*******797 (request #2- R#2) asking for a replacement unit.
I sent you a third ticket on December 7, 2015 T*******731 (request #3) that the product was not working, asking you to respond. This request has never been responded to.
I send a fourth ticket on December 9, 2015 W*******474891, (request #5) via email at *******@gearbest.com advising you that your product was not working, and asking you to respond to my previous requests. This request was never responded to.
I send another request on December 9, 2015, E*******648, (request #6) advising Gearbest again that the product was not working, and asking you to respond. I also left them a message on the website Chat function, (request #7) there was no one available to answer the chat at the time. These requests were never responded to.
I then sent Gearbest three e-mails via email list with Paypal on December 13, 2015 (request #8, 9 & 10) advising the item did not work, and sending a video of it not working. These emails were never responded to.
On December 15, 2011, I LMTC on the customer service telephone number (request #11) from a promotional e-mail, *******793. This request was never responded to.
Gearbest finally responded on December 16, 2015 to request #2 (R#2), saying my order had been shipped, this had not been the issue, and Gearbest did not respond to the fact that the item did not work.
On December 17, 2011, I respond to R#2, advising I had received the time, but I was looking to have the item replaced or my money refunded. (Request #12)
On December 20, 2011, Gearbest responded, to R#2 advising that they wanted to work together to resolve the problem, rather than offering to replace the item, or refund my money, they asked for particular of what the problems were (this had already been provided).
December 22, 2011, in response to R#2, I advised: The unit does not record, the battery does not seem to charge in the vehicle as it always displays low battery, the clock does not keep proper time, and the buttons don't work to operate the camera, the menu, to the on/off button unless I have it plugged into my computer, and then press it to reset the camera. I have tired several different speed micro SD cards, tried to find a firmware update, and have tried reset there camera several times. There is not enough room to send a short video, so I sent a picture.
December 22, 2011, in response to R#2, I send, via email, a video of the product not working.
December 23, 2011, Gearbest responded to Request #2,
So sorry for my later reply and I sincerely apologise for that.
We are so sorry to hear that and we wish to apologise for all the inconvenience that caused you.
We are only able to provide you solutions once your issue is confirmed according to our company policy.
Could you please provide us the clear pictures or video to prove the item you received is defective?
You are able to send the video to the email: *******@gearbest.com.
Thanks for your understanding and cooperation.
We are looking forward to hearing from you.
Please rest assured we will try our best to help you.
December 26, 2011, I sent a video of the unit not working to their email address: *******@gearbest.com.
December 27, 2011 Gearbest responded to R#2 and advised: 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
After reviewing your case, it has passed 45 days money back guarantee, but you can send it back for free repair. First, you may check with the post office the cost to return the item before deciding.
After reviewing your case, please review our possible solutions:
1)Return the item back to us
You can return the item back to us in China as per our terms and conditions indicated in the link above.
Once we receive the item, we will offer a free repair and send back the item back to you.
2)Keep the item and accept a partial refund on Wallet (credit)
We can offer a partial refund of your product value which is 10 USD on your wallet. This amount can be used for your future orders.
Can you please let me know your decision? You may check the cost of returning item back to us in China before deciding.
I look forward to hearing from you.
Thank you for your understanding. (they had never provided a return address, and certainly not one in the US)
On December 30, 2015, R#2, I confirmed with Gearbest that I had requested a refund well within the 45 day period, and I wanted a money back (request #12).
On December 30, 2015, Gearbest responded for the first and only time to request #1 (November 28, 2011) saying I was out of the 45 money back period, and my only option was to ship the item back to China for repair, and they would provide a $10 US store credit. They did not provide an address, and “closed” my complaint so I could not respond.
December 30, 2015 I filed a complaint with PayPal.
January 3, 2016, Gearbest responded, R#2, that I was outside the 45 period, they would offer a $12 credit on future purchases.
January 3, 2016, I responded R#2, that I wanted a full refund (request #13) and that I would pursue my complaint through PayPal.
January 5, 2016, Gearbest responded, they would refund my PayPal account $19 US.
January 5, 2016, I responded R#2, that I wanted a full refund of $64.53 US, (request #14).
January 6, 2016, Gearbest responded R#2, that the maximum they would refund was $20 US to my PayPal account.
January 6, 2016, I responded to R#2, that I would only accept a full refund (request #15).
January 7, 2016, I responded to R#2 again, pointing out I notified them on the problems within 18 days.
January 8, 2016, Gearbest responded R#2, advised that they would only offer a partial refund of $20 Us, or I could pay to ship it to China , not the US, for a free repair. This was the best that they could do.
January 8, 2016, I responded R#2, rejecting their offer, pointing out what had transpired and when, and requested that they honor their company’s 45 money back day guarantee, and provide me with a full refund.
January 9, 2016 Gearbest responded to R#2, suggesting that I had not requested the time be returned within the 45 day period, that they would not provide a full refund, and they would only provide the two options previously mentioned.
January 9, 2016, I rejected their offer and advised that I would continue with my complaint through PayPal.
This is where we stand, I can’t suggest to you enough, that you should never do business with the company. If 15 years of buy online, this is the absolutely worst company I have ever dealt with. By the way, there is nowhere on their website, and states when return a product, it has to be to China.