GB_WT17122604262

    Ticket:

    WT17122604262
    Order Number:

    W1711280153522274
    Message Type:

    After-Sales Returns & Exchange
    Subject:

    I've got a package which holds only the Thermometer, the 60L bag is missing
    Message:
    I've purchase two items: - Waterproof 60L Mountaineering Backpack - Xiaomi Mi Home iHealth Thermometer I've asked to get those two items in one package using Israel Express delivery.(tracking number: XLT995805811) I made the order on 01/12, and today I got the package. The package included only the Thermometer, the 60L bag is missing. I've included a photo of the package I got. (which included only the Thermometer) I double check the order, I see that the invoice actually says that it includes only the Thermometer. From my point of view, this purchase was done so I'll get quickly the 60L bag for my nephew(hence the use of Israel Express - which was very disappointing as it took the package 26 days to arrive using the express service) It seems like you didn't send the 60L bag by mistake. I need this bag, as I promise my nephew to give him the bag as birthday present (which was 1 week ago). How would you suggest solving the problem? Best Regards, Yaron
    Ticket Status:

    Processing
    Full Name:

    Yaron
    Attach Files:

    15142789228785.jpg

    Gearbest Customer Support At12/26/2017 03:03:04

    Dear Yaron,


    Thank you for contacting Gearbest.com. We are sorry for the inconvenience we may caused.

    Below is your order information.



    Already shipped：
    Tracking/reference number	Shipping method	Tracking site	Shipping date	Estimated time
    (business days)	Sku*quantity
    XLT995805811	ILEXPEX	http://my.exelot.com/public/track	Dec 02, 2017 07:10:22	10-15 	227520801 * 1

    Remaining items：
    Sku*quantity	Product Name	Estimated Dispatch Time	Suggested Options*
    209717106 * 1
    	Waterproof 60L Mountaineering Backpack	7-15 business days	Wait or Exchange

    Tips for Suggested Options:
    ※. If you choose to Exchange, please send us the item link with the color and size or product model.


    Thank you for your understanding and kind support. Let me know if you need any further help.

    Best Regards

    Gearbest Customer Service

    http://www.gearbest.com/



    yarony@gmail.com At12/26/2017 03:06:20

    I'm sorry, but I didn't understand your reply.
    I've ordered two items (and paid for both items), and I got only one.

    Can you please clarify your answer?
    Gearbest Customer Support At12/26/2017 19:01:24

    Dear Yaron,

    Thank you very much for contacting GearBest.

    We apologise for not having shipped all items together.



    NOT SHIPPED YET

    remaining items
    sku*quantity:209717106 * 1 , Waterproof 60L Mountaineering Backpack



    Unfortunately, we are very sorry to inform you that the item cannot be sold on our website for a long time due to our supplier's issue.

    We are afraid we can't ship to you this time. Therefore we can offer you following options:


    Option 1 Choose a replacement

    In that case please kindly give us the website link.
    To ensure you will receive your goods as soon as possible, we recommend you choose a product that ships out on today's date.

    If there is any price difference we either refund it to you on your wallet or ask you to cover it, if you choose item more expensive.


    Option 2 Cancel and refund to your original payment account.

    We will refund you to your original payment account.


    Could you please tell me your decision?
    Thank you for your understanding.

    We look forward to hearing from you and we will do our very best to assist you.

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



    yarony@gmail.com At12/27/2017 03:08:14

    Thanks for the offer.
    In addition to the price of the 60L bag, I also paid for Express shipping, insurance, etc
    I've paid total of 60.24USD as follows: 23.99$ Xiaomi Mi Home iHealth Thermometer (after using coupon IL1109iHealth) and the rest for the 60L bag, shipping, insurance.

    Can you please confirm if I'll order a new bag (or ask for refund), I'll get credit of 36.25 USD?

    Thanks in advance,
    Yaron
    Gearbest Customer Support At12/27/2017 23:31:07

    Dear Yaron,

    We wish to take this opportunity to apologize for any inconvenience that has been caused.


    We can refund 28.71USD back on your paypal account.

    Please confirm we can go ahead with this partial refund on your account.

    Thank you for your understanding.


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



    yarony@gmail.com At12/28/2017 04:02:32

    I'm VERY DISAPPOINTED from your attitude.

    I've paid about 60$ for 60L bag, and thermometer.
    Yesterday night I've figured out that the thermometer doesn't work (my child temperature using the Xiaomi thermometer was 36.2C, while using regular rectal thermometer it was 38.4C

    I'm very disappointing from the non-functional thermometer I got.

    Regarding the offer for refund of 28.71USD - I'm sorry, but your calculation is wrong.
    Assuming that you'd be selling the bag that I've ordered in same price, and the shipping + insurance were the same:
    - In order to be able to get the 60L bag again, I'll need to pay 28.71USB + express shipping + insurance.
    Which was 36.25 USD.

    I promised the bag as a present for my nephew, which was a week ago, and not only that I didn't get the bag, because you didn't send it, now I understand that you don't plan to refund the shipping/insurance which I paid.
    BTW - to be clear, I still need to give my nephew a 60L bag. and I don't see any reason why I should pay more, because of you VERY DISAPPOINTING treatment with my order.

    Can you please suggest a solution which will satisfy me as a customer?

    Best Regards,
    Yaron
    Best Regards,
    Yaron
    Gearbest Customer Support At12/29/2017 00:33:01

    Dear Yaron,

    Thank you for contacting Gearbest and for notifying us about the issue.



    We are unable to refund the used shipping fee, GB points and insurance according to our policy, so here we can only refund 28.71USD to you.


    Since you are a valuable customer for us, we can present the 200 points for you.


    Could you please confirm we can go ahead and upgrade your account?


    Thanks for your understanding and collaboration.


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



    yarony@gmail.com At01/01/2018 01:45:42

    I've found this BLUE bag - https://www.gearbest.com/backpacks/pp_801869.html
    It is the identical (except the color) to the bag I've order but wasn't shipped to me, except the color (which isn't my preferred color, but never mind..)
    The BLUE bag cost the same as the bag I've ordered.

    Can you please send me this bag, using express shipping without any additional costs (please send me also the tracking number)?

    Note: Doing so, will cause me to get a similar bag (not exactly what I wanted, and a lot of time after I needed it - for my nephew birthday)
    I think that a good customer service would compensate me in addition for sending me a similar bag to what I've order.

    Best Regards,
    Yaron
    Gearbest Customer Support At01/01/2018 23:40:38

    Dear Yaron,

    We would like to extend our apologies for this inconvenience.



    I regret to inform you the replaced item is not in stock and not available to ship. We are sorry that we are unable to change for you now.


    We can refund 28.71USD for your Paypal account.

    When you get the money, you can place new order from our website for that item you need to get.



    Once again, we sincerely apologize for any inconvenience caused.


    We look forward to hearing from you and will do our very best to assist you.


    Best Regards

    Zoniya

    Gearbest Customer Service

    http://www.gearbest.com/



    yarony@gmail.com At01/02/2018 02:01:00

    I double check, and the replaced item (https://www.gearbest.com/backpacks/pp_801869.html) is still publish in gearbest as available (Dispatch: Ships between Jan 6 - Jan 9) .

    Your customer service disappoint me very well.

    As I mentioned above, I've two issues with this order:
    1. The 60L bag which I've order, wasn't deliver to me, and only 3-4 weeks after I've order it, I understood that you didn't bother to supply it, and didn't inform me about it (but you took my money without any problems...)

    2. The Xiaomi Termometer I got doesn't work well, as explained above

    Regarding the bag, as I explained, refund with part of the money I paid (without including the cost of a shipping+insurance) isn't acceptable, as it will require me adding money in case I'd like to purchase the same item I paid for, and wasn't supplied for me.

    Regarding issue #2 - I didn't get any respond till now.

    Since this is about the 10th message in this ticket, and this issue doesn't seems to be resolved, I understand that you don't have the resources to solve it. - Can you please ask you manager to step in, and solve this issue?

    Thanks in advance,
    Yaron
    Gearbest Customer Support At01/02/2018 23:57:15

    Dear Yaron，

    We sincerely sorry to hear this about your item.


    1. For the issue with 209717106 * 1 , Waterproof 60L Mountaineering Backpack:


    We are arranging the PayPal refund of 28.71USD now.

    Please allow up to 48 hours for the transaction to appear on your Paypal account.
    You can view the status of your refund from your Account History.


    In this case we can offer you 100 points (50points=1USD) to you as a proof of a good will and you can use it for your further order as a discount.



    2. For the issue with 227520801 * 1 , Xiaomi Mi Home iHealth Thermometer

    -Please describe the problem with your item in details.


    -Please send us clear video of the defects in good lighting. If the video is above 2MB, please send it to support@gearbest.com


    Please understand we need this attachment to follow your case with our QC team.


    We will do our best to help you.
    We look forward to hearing from you.
    Thank you for your patience and understanding.


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



    yarony@gmail.com At01/03/2018 00:42:55

    I'm VERY disappointed with your respond.
    It is clear that 28.71$ refund isn't something I can accept. As it is not even sufficient for me to purchase the same item with express shipping and insurance. I was clear that I was expecting for refund of 36.25 USD. for the bag.

    The 100 GB points (which might be worth 2$ in GB site) doesn't compensate, not for the extra money which I might need to pay for express-shipping/insurance if I'll buy the bag from you, and not for the time wasted - waiting for the bag to arrive, and figuring out that you didn't even send it. and not for the time wasted here, in this case which WASN'T TREATED WELL!!!!

    2. As I explained the thermometer doesn't measure well, it showed 36C when my baby son had 38C, my son temperature is normal right now, and anyway, what exactly would you like to see in the video?