• Updated review
I have just cancelled one of my orders as the item was not in stock and it would have led to me waiting an extra month waiting for my product. I have to say though, Terry the customer rep was great and all went well in that respect and I promptly received my refund.
The 2 biggest issues with Gearbest are 1) The usability/functionality of the website and 2) The ability to contact customer support in a timely manner.
Firstly the website. There are way too many glitches. Click on an Icon and you are taken somewhere else. Logging in is an issue. Tracking your items mostly does not work. Sometimes it does but not often. If an item is not in stock the buyer should be told before making the purchase, simple really. I tried to communicate these issues to the reps but all they kept asking was to send screen grabs. Screen grabs will not show you the issues I talking about! It is not my job to show you the issues with your site. Just get a couple of your employees to sit and work with the system for a while as if they were a customer. Easy. They get paid for their time, I do not. In professional terms it is called "testing".
Secondly, contacting the customer support is a joke. A lot of these websites seem to be investing in AI technology or bots to use an other term. All it is is an automated version of the FAQ page which on most oh these sites is terrible anyway. You need to know how to speak to the bot to get any kind of reasonable response. Mostly, it is just groundhog day. Way to much time and effort required. When I finally got in touch with a person they didn't even answer the questions asked and answered questions I didn't ask. Then they repeat the same request to send screen grabs. Screen grabs do not work in my case as they will not show you the problems I have highlighted. Again, too much time required and not my responsibility.
For these reasons I cannot trust a site that cannot even get the basics right and do not understand that all us buyers want to do is make a purchase, receive it and then forget about Gearbest until our next purchase. No customer wants to get bogged down in a quagmire of communication that is not being listened to in the first place.
In summary, I will not be making any more purchase with Gearbest for the foreseeable future. I will be watching and checking to see if the issues mentioned get fixed. The site has potential, good value items and some good features but it falls down with the basics. Your website is your store, if it doesn't work right, your store doesn't work right.
“Website & customer service needs serious improvement!”
• Previous review
I am a new user of this website. I visited as I saw it recommended on you tube by a Vlogger. I made several purchases in one go.
The website is very hit and miss and the functionality is terrible. There are more glitches than I have seen on any other site. Randomly tabs do not work and take you to the wrong place. Getting information on shipping/orders is very difficult. Contacting anyone in customer service is almost impossible. I spent 3 days trying to contact someone and they were no help. Gearbest really need to invest in someone to come in, test and sort out the functionality of the site. These issues alone will drive people away in droves. Not to mention the inability/difficulty in contacting customer support.
On the plus side, my first item arrived super fast and in good condition. I will wait to see if get my remaining items. I will not be using this site again based on the issues mentioned above. A loss to them as I shop a lot online.