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rossirafael


Sep 3, 2012, 1:09 PM
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bad experience with online shop [SOLVED ALL GOOD]
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edited 1.Oct.12: Problem solved. Gear arrived nice and sound. In the end, was just a small communication problem. The major delay was due to bureaucracy of the post. Sure recommend GearExpress and would buy from them again.

--- original post ---
Hei,

not sure this is the correct place to start this post, but I though it would be interesting to share the bad experience I'm having with gearexpress.com

In June, I ordered a set of camalots (0.5 to 6). Paid by PayPal, 615US$ with shipping costs.
Middle of July, the cams arrived in Norway customs (where I live). The Norwegian post system in a bit too bureaucratic, I was asked to send them some papers, which took me some time to reply. When I finally sent them the papers, they said "we've sent your stuff back". I got really angry with them. Mad But this is not the only problem here.
_My_ gear arrived back in the gearexpress storehouses on the 15/08/2012, when the real problem begun.
I contacted the staff to ask them to send my stuff back to me, or refund me the money I had paid.
First e-mail, no answer.
Sent another e-mail, the second, no answer again.
Then I called them. The guys was nice in the phone, said we would notify the responsible and let me know. Waited a couple of days, nothing.
Called again, second call, talked to another guy, again, nice guy, trying to help, he said he would raise this issue with the shipping department and that I would get contacted on the same day. This was 1week ago. No answer, again.
A few days later, I sent them another email, third e-mail, asking for a position and why they're just ignoring my situation and holding my gear with them without any reply to my requests. So far, no answer.
Today I just tried to call again, but got unlucky, it is public holiday in the US.

So, that's it. My stuff has been sitting there for 20 days, I've already sent 3 emails, called 2x, and I don't even got an answer of what's going on. I'm worried that I won't receive the gear I've paid for and won't see my money again.

This is really a shame, I've already bought stuff with this guys before and was really satisfied. Even this time, before the problem with the stupid norwegian post, they were always quick, efficient and I was happy with them. But, somehow now, they managed to screw everything up. I'm really hoping they change this behavior and at least let me know what's happening. I'd really like to come back here soon and say that everything was solved... but if things do not get better, unfortunately, I'll make sure I search every climbing forum in internet to report this problem.

Cheers and climb safe!


(This post was edited by rossirafael on Oct 1, 2012, 10:09 AM)


ObviousTroll


Sep 3, 2012, 3:22 PM
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Re: [rossirafael] bad experience with online shop Gear Express [In reply to]
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Bad deal bro. You should contact them tomorrow and just be adamant that you have to resolve this while you're on the phone.

On a side note, has anybody else had any quality issues or delivery issues with GearX? I've bought a rope through them, but even then I was wary as they seem to have a very cheap website.


billcoe_


Sep 3, 2012, 3:53 PM
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All my many experiences with them were very positive.


wivanoff


Sep 3, 2012, 6:25 PM
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Re: [ObviousTroll] bad experience with online shop Gear Express [In reply to]
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I've bought from them a bunch of times. No problems, very satisfied.
But, I'm in USA. Don't know how well they do with international shipping.


moose_droppings


Sep 3, 2012, 10:05 PM
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Re: [rossirafael] bad experience with online shop Gear Express [In reply to]
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rossirafael wrote:
Hei,

not sure this is the correct place to start this post, but I though it would be interesting to share the bad experience I'm having with gearexpress.com

In June, I ordered a set of camalots (0.5 to 6). Paid by PayPal, 615US$ with shipping costs.
Middle of July, the cams arrived in Norway customs (where I live). The Norwegian post system in a bit too bureaucratic, I was asked to send them some papers, which took me some time to reply. When I finally sent them the papers, they said "we've sent your stuff back". I got really angry with them. Mad But this is not the only problem here.
_My_ gear arrived back in the gearexpress storehouses on the 15/08/2012, when the real problem begun.
I contacted the staff to ask them to send my stuff back to me, or refund me the money I had paid.
First e-mail, no answer.
Sent another e-mail, the second, no answer again.
Then I called them. The guys was nice in the phone, said we would notify the responsible and let me know. Waited a couple of days, nothing.
Called again, second call, talked to another guy, again, nice guy, trying to help, he said he would raise this issue with the shipping department and that I would get contacted on the same day. This was 1week ago. No answer, again.
A few days later, I sent them another email, third e-mail, asking for a position and why they're just ignoring my situation and holding my gear with them without any reply to my requests. So far, no answer.
Today I just tried to call again, but got unlucky, it is public holiday in the US.

So, that's it. My stuff has been sitting there for 20 days, I've already sent 3 emails, called 2x, and I don't even got an answer of what's going on. I'm worried that I won't receive the gear I've paid for and won't see my money again.

This is really a shame, I've already bought stuff with this guys before and was really satisfied. Even this time, before the problem with the stupid norwegian post, they were always quick, efficient and I was happy with them. But, somehow now, they managed to screw everything up. I'm really hoping they change this behavior and at least let me know what's happening. I'd really like to come back here soon and say that everything was solved... but if things do not get better, unfortunately, I'll make sure I search every climbing forum in internet to report this problem.

Cheers and climb safe!

I've dealt with gear Express many, many, many times and wouldn't hesitate to deal with them again if I need to.

Was there a RMA# that was put on the return, most places need that to help verify what was returned from who. It doesn't sound like there was and I realize it wasn't in your control. There's probably some other snafu from the haste of your postal service with the return, but it still doesn't dismiss their poor correspondence with you.

Sorry to hear your having a bad time, but my money is on these guys coming through for you. Keep us informed.


socalclimber


Sep 4, 2012, 3:35 AM
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You might want to try to fax them a copy of any paper work you have regarding the transaction. This tends to make things easier when dealing with such matters.

Good luck.


kovacs69


Sep 4, 2012, 7:59 AM
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Re: [ObviousTroll] bad experience with online shop Gear Express [In reply to]
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I order from them all of the time. Both on the phone and net. I have never had any problems. They are my go-to online climbing shop.

JB


maldaly


Sep 4, 2012, 8:36 AM
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Re: [rossirafael] bad experience with online shop Gear Express [In reply to]
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While I have no direct experience with GearX, I have heard many problems when the smaller discount websites try to ship overseas. They just don't have the international experience to make things flow smoothly.

I do, however, have direct experience with Mountain Gear. A couple of months ago a friends was stuck in Tajikistan with a broken MSR stove pump. Mountain Gear was able to ship her a replacement and she had it in 4 days.

That's what I'm talking about!


markc


Sep 4, 2012, 8:47 AM
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Re: [rossirafael] bad experience with online shop Gear Express [In reply to]
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I've only had positive experiences with Gear Express. When I left feedback on their site years ago, I had an email from them within the next day or so. They're my first stop online if my local shop doesn't have something. I'm sorry to hear about the communication breakdown; hopefully they sort things out soon.


Gmburns2000


Sep 4, 2012, 8:56 AM
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you can always try to challenge the payment through paypal. I know paypal has some services that allow you to get your money back if you never receive the products.

good luck.


Partner happiegrrrl


Sep 4, 2012, 10:55 AM
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Gmburns2000 wrote:
you can always try to challenge the payment through paypal. I know paypal has some services that allow you to get your money back if you never receive the products.

good luck.


In this case it is too late. I believe the case would have to be opened within 45 days after payment. However, were I the OP, I would call PayPal and ask specifically if anything can be done (their number can be found by clicking the Contact Us link at website bottom).


I too had a good experience the time I purchased from Gear Express. It seems as was mentioned above the the problem originally arose because of customs, but also the OP HAS made reasonable efforts to contact Gear Express. If this was me - 3 emails with no response, and even ONE phone call that did not get the problem on the way to being rectified would have me very dissatisfied.


I suppose it might be possible the email address was not the *proper* one to use for customer service issues(I have no idea what the site looks like, and if they have a specific email address to use for specific needs) - but to have 3 emails go unacknowledged is not a good thing in any event.


To the OP - make another call, and do not let them off the phone. Tell the service rep you need to speak (now) to their supervisor. Explain about the email non-response, and the phone call unreturned if they try to dissuade you.

I am sorry you are having such difficulty, That is a big order to be screwed up all this time.


floating_bottle


Sep 4, 2012, 11:40 AM
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Re: [happiegrrrl] bad experience with online shop Gear Express [In reply to]
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Just to clarify "GearExpress.com" v. GearX.com:

I've always had great service with Gear Express.

I've never bought from GearX.

It seems like people are using the two terms interchangeably. Am I missing something?


Partner happiegrrrl


Sep 4, 2012, 11:53 AM
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Re: [floating_bottle] bad experience with online shop Gear Express [In reply to]
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The OP is referring to gearexpress:
In reply to:
not sure this is the correct place to start this post, but I though it would be interesting to share the bad experience I'm having with gearexpress.com

gearX.com is located in Vermont - Gear Express is in Utah. Two separate companies.


majid_sabet


Sep 4, 2012, 12:14 PM
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European customs are assholes to began with and I know this from both living in Europe and shipping to Europe when I sell stuff off ebay and to make this package worse, give the shipping job to a retard working for one of these US retail company and you never see your item


rossirafael


Sep 4, 2012, 12:38 PM
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Thanks for your replies! Nice to see your support.

I've just called them again and am very happy to say that the problem was sorted out. I'll have to pay for the shipping costs again, and they sent me a paypal bill 5min after the phone call, which I've already paid. So should be fine now.

Regarding this extra shipping cost, I sort of expected that and I'm happy to do so, since all this happened due to a problem not related to gearexpress. I can try later and bill this to the post, although I think I'd hardly get any answer from them.

Still not sure why all this mis-communication problems and all this time without a reply from them. But I understand this is not a common situation and is totally out of the every-day tasks, so it is expected to take some time...

Anyway, as many of you would agree, I still recommend them and I guess I'd buy from them again. Specially now that I know the bureaucracy required from the post system here ;)

Cheers and climb safe!


rossirafael


Sep 4, 2012, 12:46 PM
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Re: [majid_sabet] bad experience with online shop Gear Express [In reply to]
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majid_sabet wrote:
European customs are assholes to began with and I know this from both living in Europe and shipping to Europe when I sell stuff off ebay and to make this package worse, give the shipping job to a retard working for one of these US retail company and you never see your item

I'm not European, and I'm not living here long. So I do not understand your "attack". Also, the guys I talked with looked quite smart, they're definitely not "retards" as you say. Maybe you're just not in a good mood and want to offend someone, for free. Anyway, your post is totally unappropriated.


LostinMaine


Sep 4, 2012, 4:27 PM
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I've also had excellent dealings with gear express. Since it was sorted out to your satisfaction, might I recommend that you edit your initial post to reflect the update? I would leave everything you posted, but add a disclaimer that it has been solved to your satisfaction below.

Just in case someone does a search and/or doesn't read an entire thread...


socalclimber


Sep 4, 2012, 8:31 PM
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Re: [rossirafael] bad experience with online shop Gear Express [In reply to]
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I understand your frustrations with Euro customs. My wife is from Oslo. She moved here (Joshua Tree) 13 years ago and we have had real troubles sending packages back and forth. On the flip side, our Customs here in the U.S. is not much better.

Her family sent her a Xmas package last year, mostly minor stuff, but they did send her some dried meat. U.S. customs held the box for a month, went through everything, and confiscated the meat.

Apparently you Norwegians are on the terror watch list. I guess you guys are trying to poison Americans with yummy dried meat products. Laugh

Insidious plan.

Glad to hear your problem got solved!

Faen Ta!

Robert


moose_droppings


Sep 4, 2012, 9:43 PM
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Of course they took the meat, ever seen what they get paid?

Laugh


rossirafael


Sep 4, 2012, 11:52 PM
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Re: [LostinMaine] bad experience with online shop Gear Express [In reply to]
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LostinMaine wrote:
I've also had excellent dealings with gear express. Since it was sorted out to your satisfaction, might I recommend that you edit your initial post to reflect the update? I would leave everything you posted, but add a disclaimer that it has been solved to your satisfaction below.

Just in case someone does a search and/or doesn't read an entire thread...

Sure, will definetely do it, once I have the gear in my hands Smile


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