isabel22
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Post by isabel22 on Jun 15, 2016 1:33:34 GMT
My Pico was cancelled & refunded Mine was to Dear friends, I am sorry for the inconvenient I post a notice several days ago about the issue Eleaf company don't allow us to sell their products to UK and Korea or won't supply goods for us They have local shop there, and our price much cheaper, so they asked us to make the contract We cannot sell to you or we will get a huge fine, hope you can understand I do apology again for the such situation Best regards Isabel
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jonathan303
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Post by jonathan303 on Jun 15, 2016 8:14:58 GMT
Sorry isabel22. Then how is it that I have an order for four stick picos, and have just had confirmation via support ticket stating that they will be sent via British Express, followed by the response. ''Once we get the stock from the manufacture around Jun 23 - Jul 5 , we will process for you in priority.''
I'm hearing one thing from my support ticket and something completely different from you? They seem to have no issue what so ever sending me these items, so now i'm confused as to who is actually telling the truth. If there is an issue then why are they not bringing this issue to my attention? And why is that crucial information not stated on the website!? You can't knowingly take money from a customer, knowing full well that you will be unable to fulfil that order, and then leave them waiting for a delivery which is never going to happen!?
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GunJack
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Post by GunJack on Jun 15, 2016 8:38:36 GMT
Sorry isabel22. Then how is it that I have an order for four stick picos, and have just had confirmation via support ticket stating that they will be sent via British Express, followed by the response. ''Once we get the stock from the manufacture around Jun 23 - Jul 5 , we will process for you in priority.'' I'm hearing one thing from my support ticket and something completely different from you? They seem to have no issue what so ever sending me these items, so now i'm confused as to who is actually telling the truth. If there is an issue then why are they not bringing this issue to my attention? And why is that crucial information not stated on the website!? You can't knowingly take money from a customer, knowing full well that you will be unable to fulfil that order, and then leave them waiting for a delivery which is never going to happen!? frustrating I know, I had one cancelled and re-ordered 3 times. Support did not mention the restrictions, and I'd not seen isabel22 's note but she filled me in on here when I asked. Armed with this info I got support to refund my paypal rather than to my Gearbest wallet (where the three refunds had gone to). Fair play, isabel is a great help on here plus, remember, shopping from china's not the same as shopping from uk/europe
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jonathan303
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Post by jonathan303 on Jun 15, 2016 9:05:44 GMT
I knew shopping from China was different, but this is a whole new level.
Isabel22, if you could please advise me on how to get a full refund to my paypal account, I would appreciate that. Gunjack if you have any advice on how to get that refund that would be great.
I don't want store credit under any circumstances, I would never have ordered from Gearbest, or the amount that I did, had it not been for the low price. I'm only looking to buy the Istick pico and i'm in no way interested in anything else.
Thanks for any help anyone can provide.
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kreed
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Post by kreed on Jun 15, 2016 9:14:04 GMT
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jonathan303
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Post by jonathan303 on Jun 15, 2016 9:31:27 GMT
Well i'm in the process of writing a less than pleased email to Gearbest about the issue. Before I do, I wish there was a bit of clarity so I know where I stand. But at this point I think I'm going to have to assume what has been on this forum is accurate. Clearly you can't believe a word of what you're told via the ''support tickets'' So i'm raising a ticket asking….well demanding, a full refund to my Paypal account. My order was specially for the full black and brushed steel Pico's which I believe are only available from their China warehouse. But yeah, if they have other Eleaf products available in their EU/UK warehouse, then that is confusing.
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isabel22
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Post by isabel22 on Jun 15, 2016 10:27:13 GMT
Sorry isabel22. Then how is it that I have an order for four stick picos, and have just had confirmation via support ticket stating that they will be sent via British Express, followed by the response. ''Once we get the stock from the manufacture around Jun 23 - Jul 5 , we will process for you in priority.'' I'm hearing one thing from my support ticket and something completely different from you? They seem to have no issue what so ever sending me these items, so now i'm confused as to who is actually telling the truth. If there is an issue then why are they not bringing this issue to my attention? And why is that crucial information not stated on the website!? You can't knowingly take money from a customer, knowing full well that you will be unable to fulfil that order, and then leave them waiting for a delivery which is never going to happen!? Please send me your order number and tk number i will ask service manager to help you solve the issue some colleague from service center are newer i always give you the honest answer here we can't and won't sell eleaf products to UK and Korea friend or will be fined best regards Isabel
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isabel22
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Post by isabel22 on Jun 15, 2016 10:30:04 GMT
Yea, its in EU warehouse and local UK But it can ship to many Europe countries Regards Isabel
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jonathan303
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Post by jonathan303 on Jun 15, 2016 10:56:07 GMT
Hi Isabel, I have just received an email confirming that they have cancelled my order, but against my request for a refund to my paypal account, they have given me store credit and told me to choose different products. This has become extremely stressful and upsetting. Please, please could you help me to resolve this and have the money returned to my Paypal account. All I want is my money back. My order number is W1606140302001267.
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jonathan303
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Post by jonathan303 on Jun 15, 2016 10:57:13 GMT
My ticket number is AT16061512498 and another, T16061404138.
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jonathan303
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Post by jonathan303 on Jun 15, 2016 11:02:18 GMT
Sorry isabel22. Then how is it that I have an order for four stick picos, and have just had confirmation via support ticket stating that they will be sent via British Express, followed by the response. ''Once we get the stock from the manufacture around Jun 23 - Jul 5 , we will process for you in priority.'' I'm hearing one thing from my support ticket and something completely different from you? They seem to have no issue what so ever sending me these items, so now i'm confused as to who is actually telling the truth. If there is an issue then why are they not bringing this issue to my attention? And why is that crucial information not stated on the website!? You can't knowingly take money from a customer, knowing full well that you will be unable to fulfil that order, and then leave them waiting for a delivery which is never going to happen!? Please send me your order number and tk number i will ask service manager to help you solve the issue some colleague from service center are newer i always give you the honest answer here we can't and won't sell eleaf products to UK and Korea friend or will be fined best regards Isabel Hi Isabel, I have just received an email confirming that they have cancelled my order, but against my request for a refund to my paypal account, they have given me store credit and told me to choose different products. This has become extremely stressful and upsetting. Please, please could you help me to resolve this and have the money returned to my Paypal account. All I want is my money back. My order number is W1606140302001267. My ticket numbers are AT16061512498 and another, T16061404138.
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GunJack
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Post by GunJack on Jun 15, 2016 13:05:40 GMT
Gunjack if you have any advice on how to get that refund that would be great. first off, be nice, manners cost no man I used this text to request my refund:- "order Wxxxxxxxxxxxxx has now been refunded to my GB wallet, as I have been informed by one of your reps on AAE-C that you are not allowed to ship eleaf products to the UK due to licensing agreements. Because of this, I want a refund to my Paypal account as per the original order of $22.92 as I will have to find somewhere else to buy this product. Please process this refund immediately, thanks." hth
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jonathan303
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Post by jonathan303 on Jun 15, 2016 13:59:21 GMT
I have tried that, I asked nicely for the refund to be made to my Paypal account, and not for store credit. Not expecting any problem with being issued a refund, as it is a simple process and clearly an error on their behalf. I assumed they would take responsibility and oblige. It has not worked, in fact my good natured request has been out right ignored.
As my first experience with Gearbest I am actually shocked by their business practise.
I asked prior to my order whether the item was in stock, I was told that it was. So, I placed my order. Once the order was placed I asked again to confirm stock, it was at this point I was told, in fact they did not have stock and I could either wait or purchase a different item with credit.
Another point:
I have just gone to the Istick Pico item on Gearbest to see if it is stated anywhere that they do not ship Eleaf products to the UK. Which of course it does not. But to make matters worse, I have just seen in the product discussion section a person has asked if they ship to Korea. To which the response by a member of staff is, and i quote ''Yes, we ship everywhere in the world from the CN warehouse. Thanks for your attention.''
Now if they know they have a contract, stating that they can not ship to the UK or Korea, why have they told this person that they ship worldwide including Korea? I can only come to the conclusion that intentional deception is taking place.
Telling the customer anything they have to (fact or fiction) in order to secure the money, then at the point after the transaction is made, or the customer becomes concerned with the status of their order. They apologise, and automatically issue store credit, forcing them into purchasing something they don't want from their ''Gearbest wallet''
Frankly its unacceptable and shameful business practise from anyone, anywhere in the world.
I believe I am with in my right to receive a full refund to my Paypal account, this should be forth coming without having to beg or plead or play nice. If I had not seen this thread I would not have known of this issue, and they certainly weren't going to tell me. I would now still be waiting in good faith until ''between June 27th or July 5th'' for them to receive stock, even though the delivery was never going to happen.
Anyway that is my rant, and aimed specifically at Gearbest. I will now quietly persevere in receiving my £73.60 back into my Paypal account. I have faith that Isabel22 will take this case forward so that I can move on and sense will prevail.
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jonathan303
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Post by jonathan303 on Jun 15, 2016 15:51:07 GMT
One last thing. It is worth pointing out why I am so upset about this.
The reason being, I do not have a lot of money. I saw the prices on Gearbest for the Istick Pico a few weeks ago, since that mod suits my needs, I have since spent the past two weeks planning, and selling off items of mine (most for less than there value) in order to save up the exact amount of money needed to make the purchase. Also I would never have order such a large quantity (four) had it not been for the low price. After the excitement of finally achieving the goal of getting enough money together. It is extremely disheartening to find yourself in a position where after weeks of planning, you have neither the items you saved for, the possessions that I have sold, or the money that I had raised.
I won't say anymore, because no one needs to know my life story.
But if a representative of Gearbest, such as isabel22 could do anything to push this matter forward I would be extremely grateful. I will wait for a response.
Thank You.
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buggritt
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Post by buggritt on Jun 15, 2016 16:49:31 GMT
Folks, there is a specific heading for Gearbest stock queries, and it's not this one. This is where we look at news from the vendor, not reading piles of sh## about difficulties viewing on a mobile, or the extreme stress over a few quid.
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