Oliver

Beware of order processing times, and please understand that when buying through Shopify, or Tiktok/instagram etc. that your order will be delayed, the seller will decline cancellation requests due to orders being "Shipped" but this will in fact just be label creation, and nothing actually reaching the Courier or even being dropped off.

By creating the label it will mark it as dispatched and automatically disqualify cancellation, despite the fact nothing has been packaged, sent, dropped off, scanned etc.

I also run a small business, and dispatch and shipping is one of the primary ways to increase repeat custom whether I'm taking 15 trips a day or 1 trip a day, creating a label and not dispatching anything to prevent cancellation is poor form, and a scummy way to conduct business.

Prices are fine so adding a star, but not enough to compete in the space when you can order from plenty of others who will get orders out the door.

I've spent about 1000 pounds on Japanese Pokemon here in the last week & initially I used the contact form on my first purchase and received a very prompt response which seemed promising. Paying for Special Delivery I received sealed boxes with little padding but contents were fine. Dispatched same day as order and received the next.

This w/c 4/11 however I contacted support to point out an error in their footer advertising free shipping for orders over 150GBP but the Shipping Policy and Checkout page contradict this with free slow shipping starting at 200GBP, I have not yet received a response to this, nor was this altered on their site as of writing the review which is misleading and false advertising.

Competitors in the space will offer Loyalty rewards in terms of points, or freebies, throwing extra's in with large orders etc. but there is none of that here.

Competitors offer very similar pricing, averaging better across the board with some niche products usually being a little more expensive but overall the same or lower price.

Missing out on Loyalty, no guarentee on delivery speeds, Competitors that offer Loyalty that throw in freebies for larger orders and offer next day delivery if ordered before 5pm as well as free returns are just too far ahead in service to Japan2UK that it makes it almost impossible to reccomend for anything over a 1 time single purchase if your regular is out of stock.

I tested out a similary large order, but opting for the 24h delivery instead of the special delivery to see if there was validity to the other lower reviews & there is definitely a delay in dispatch based on the shipping method paid for despite both advertising 0 day dispatch. RM24 is the same service offered by competitor's for next day delivery at no cost, so I believe that this is artificially being delayed in dispatch.

UPDATE #1: RM24 order that was placed around 10pm was not dispatched in the next working day. Charging 5x the shipping fee to dispatch and have a packaged delivered next day that competitors offers for free is poor. RM24 is still paid shipping.

UPDATE #2: This was dispatched the morning of the 2nd working day, meaning delivery at minimum could be 3 working days.

The potential is here with a good selection of products, but loyalty, shipping & returns are too big a let down when competitors working with smaller margins are exceding those service levels. I expect that loyalty comments may be received with "Promo codes are sent out in our newsletter" but they aren't based on a sample of 5 sent out, 0 including promo codes.

I will continue shopping around & placing the potential odd order here, and will continue to monitor if these service levels are ever reached and amend my review accordingly. Until then this is as accurate and fair as a review can be in this space.

Absolutely a pleasure, I've placed a few larger scale orders and never fails to overdeliver. Cards are genuine, sealed and everything comes boxed up nicely. Jake has impeccable Customer Service I highly recommend keeperofkards!

I have been using Zavvi for a while and never had any issues. I ordered a Mystery Pack of T-Shirts and paid the $11 shipping to have it delivered between the 25/08 and the 27/08.

The item of course did not arrive. It is now the 1st September and there has been no update on tracking, no communication. Refusal to investigate. Covid Help Page says No Impact. Delivery Help Page says 2-7 days. No notice at point of sale. Customer Service say: We can investigate this on the 31st, wait no, we can't until 30 days, wait now it's 20 days.

No one has a clue, no one is able to investigate on tracking that hasn't updated since the 24/08 and the Live Chat staff lie and attempt to deceive when you ask them to investigate. I asked operator Nathan, to look into it, within 5 seconds he sent me a message saying their internal courier department advised it will be delivered soon and that he is now ending the chat because he knew he didn't know anything about what was going on.

Terrible experience. Cost me an International call on hold for 40 minutes with DHL for them to tell me it's on hold and to contact Zavvi, Zavvi don't care.

It's extended the delivery date advertised. Zavvi are refusing to help. This will be a quick Charge Back to get my refund.

Update: Item was delivered late and my experience with customer service hasn't changed.

An exceptional shopping experience. Price, Delivery Speed and Customer Service were all refreshingly great!

Delivery Speed to rival Amazon, price to rival HK import sites, and Customer Service that is very very rare for a UK business, Richard was responsive, polite and pleasant, and Richard had gone out of his way for me. Bonus is you speak to an actual person that isn't following a script, absolutely perfect.

I was sceptical at first glance, but I will be switching my electronics purchases from here moving forward.

**Review Reported for not being within 12 months**
My Tickets were raised within the 12 month period, and my tickets have been ignored by support for over 5 weeks.

An Item I ordered has never been shipped, this has been paid, and shows in my account as such. The order is Paid, and both PayPal and Account proof had been provided to Customer Support. It has been 14 days since I first contacted regarding this. They replied to my queries for the first 7 days being very evasive and delaying any kind of refund (perhaps hoping for dispatch but it's been a year I have been arguing with them) and have now refused to contact me back for the past 4 days.

Completely avoid using this company at all for any orders. I am now ~$500 out of pocket with no resolution or refund.

Update 27th November:
Gearbest replied to my Trustpilot review claiming that they have opened a ticket regarding my issue, but in fact have not opened any ticket, and have still not replied to the 2 current tickets I have open. I have been awaiting a reply for a week on both tickets. It seems the customer service strategy is to pro-long every ticket as long as they can so that it may eventually not be their problem or the customer will give up.

A customer support agent claimed they would need to speak with a colleague to check some things for me and to wait 3-5 days, I heard nothing in that time, I decided to chase up for more information which the customer support seemed to have immediately, strengthening my point that they have no interest in solutions, only delays until it's not their problem or the customer gives up.

I do not need a ticket to be raised, and I shouldn't be arguing with Customer Support Agents. I made a payment for an order that never went further than "Paid". I provided an order number, a PayPal transaction, and showed this order in my account. Gearbest TOS states I will be refunded and can cancel anytime before the shipping process begins but this is not the case.