I recently made a purchase on eBay from a retailer called GearXS (located in Illinois). It was a wireless router.
I ordered on Jan 8th. On Jan 12th I was notified that it had shipped and was provided a tracking number. Tracking showed me it was shipped via FedEx Smart Post, which is a joint venture between Fed Ex and the Post Office where Fed Ex delivers the item to the closest PO and the PO then makes the actual delivery.
At that time tracking had a range of dates for expected delivery (not a specific date). So several days passed and I realized it was taking a while. On Friday the 22nd I checked Tracking again. According to tracking it was delivered on the 16th. That was a Saturday. I was home all day on Saturday. I contacted FedEx via email and they told me the shipper would have to initiate a trace. I then emailed GearXS who told me I'd have to call. I did and they repeated the same info that FedEx had stated that a trace would take 7-10 days and they would initiate one.
I have a friend who works at the Post Office and he told me I should talk directly with them because they should have more info and also my carrier could still remember about delivery (especially since it was a Saturday delivery and my Saturday carrier only normally works on Saturday).
So I do go to the Post Office.... and am told to call the delivery supervisor Sat morning before the carrier has left the building.
I call as instructed....
The delivery supervisor looks up the tracking # and the USPS tracking shows him that although the package is showing as delivered on the 16th, it's also showing as scanned in Cincy, OH on the 20th (100 miles away). Clearly, if it's still in the system and in Cincy on the 20th I don't have it. Further, he checks with the carrier who tells him he knows my address and has not had any packages for me.
The delivery supervisor said to give the package a few more days and if it doesn't arrive to call him again.
So I wait... still no router... I allow the rest of 10 days to pass thinking something might happen on the GearXS/FedEx end. Nothing heard after over 10 days of waiting since the initial contact and alleged opening of a FedEx claim.
So I contact local PO to report item still isn't here. Delivery supervisor looks it up and there's been no change... last scanned in Cincy on the 20th. He says he will call Cincy USPS center to see if they can help sort this out. Of course I hear nothing back.
Next day I contact GearXS via email again to see if they'd heard anything from FedEx plus to update them on what I've learned from the PO. GearXS replies back that tracking shows the item delivered on the 16th (with a screen cap of the USPS website tracking), doesn't mention FedEx claim, and adds there is nothing about it being in California.
I reply immediately, that Cincinnati is in Ohio, not California, and it is internal USPS tracking provided by the delivery supervisor that shows it scanned in Cincinnati on the 20th, not the simple version on the web. I even give him the my local USPS phone number.
I then get another reply saying they've talked to ----- at the Post Office but that the delivery supervisor was out of the office. The name was legit so I do believe they called the PO. But they say this postal employee denied my claim the item wasn't delivered... but also say they (GearXS) will call again in the morning when delivery supervisor is to be there.
Next day comes and goes... Nothing heard. So I AGAIN contact GearXS to see what was found out and I did add that this was dragging on too long and it was time for a resolution. They replied saying the PO is denying my claims the package wasn't delivered!!
I call PO again but delivery supervisor is off that afternoon. I then call someone I know who works at the PO and he gets with person GearXS claimed they talked with the first time. They both see exactly what I've been saying on internal USPS tracking.... and got quite a bit more information as well. Everything was still exactly as I'd been telling GearXS.
So I contact GearXS again, explaining that all again. And now I'm telling them it's been over a month since I paid and I still don't have the router... and it's their chosen shipper that has lost it. I tell them I need a new router, the original found and on it's way here, or a refund. I also tell them if it's not rectified shortly I will be leaving negative eBay feedback. Again they come back with the PO is denying my claim that it was not delivered.... and add that they can't refund money or ship a replacement if the item was delivered!!! Grrrrrrr
I followup with a more pointed email telling them their information is vastly different than what the PO is telling me and that if the package is in Cincy 4 days after it was 'delivered' then obviously I don't have it. I then tell them since they are refusing to make this right I am going to leave negative feedback as well as utilize other forms to communicate my dissatification with their response.
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I then left negative feedback as well as opened a case with eBay about the transaction. I've not heard back from the case I opened.
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That gets us thru this past Friday.
Then I call the delivery supervisor at PO again this past Sat morning. He tells me that it looks like I need to contact the company and tell them the item never arrived so that they can get a new one sent out. I explain to him they're telling me that he's denying my claim that it wasn't delivered and so they are refusing to anything. He said he'll call Cincy on Tuesday... and at the least maybe get the status of the package changed.
Meanwhile I get this today from GearXS:
Hello.
Upon reviewing your last email we have contacted eBay about this matter, negative feedback on this transaction will be removed. Your last email will be filed under our system as feedback extortion and this account will be blocked permanently from our site. If a claim is denied we are more than happy to help a customer battle it out with the shipping provider, but under no circumstance will we ship another unit if the prior unit sent out is stating delivered to the correct ship to address. We have no indication that
this unit is in Cincinnati this tracking number shows
This transaction has escalated to negative feedback and we will now let eBay mediate this resolution.
GearXS
6224 Madison Ct
Morton Grove, IL 60053
ebay@gearxs.com (E-mail)
(800) 438-7516 (Main)
(800) 438-7630 (Fax)
They also attached a copy of the USPS tracking off the website again.
What really frosts me is that I KNOW what internal USPS tracking shows. I've reiterated that to them several times. They've simply confirmed the delivery date that is showing and not asked any further questions or wanted any further info. Obviously they aren't 'happy to help me battle it out with a shipper'.
----
Why did this place get my business in the first place? ...They were in Illinois and I figured I'd have my router in a couple of days....
I ordered on Jan 8th. On Jan 12th I was notified that it had shipped and was provided a tracking number. Tracking showed me it was shipped via FedEx Smart Post, which is a joint venture between Fed Ex and the Post Office where Fed Ex delivers the item to the closest PO and the PO then makes the actual delivery.
At that time tracking had a range of dates for expected delivery (not a specific date). So several days passed and I realized it was taking a while. On Friday the 22nd I checked Tracking again. According to tracking it was delivered on the 16th. That was a Saturday. I was home all day on Saturday. I contacted FedEx via email and they told me the shipper would have to initiate a trace. I then emailed GearXS who told me I'd have to call. I did and they repeated the same info that FedEx had stated that a trace would take 7-10 days and they would initiate one.
I have a friend who works at the Post Office and he told me I should talk directly with them because they should have more info and also my carrier could still remember about delivery (especially since it was a Saturday delivery and my Saturday carrier only normally works on Saturday).
So I do go to the Post Office.... and am told to call the delivery supervisor Sat morning before the carrier has left the building.
I call as instructed....
The delivery supervisor looks up the tracking # and the USPS tracking shows him that although the package is showing as delivered on the 16th, it's also showing as scanned in Cincy, OH on the 20th (100 miles away). Clearly, if it's still in the system and in Cincy on the 20th I don't have it. Further, he checks with the carrier who tells him he knows my address and has not had any packages for me.
The delivery supervisor said to give the package a few more days and if it doesn't arrive to call him again.
So I wait... still no router... I allow the rest of 10 days to pass thinking something might happen on the GearXS/FedEx end. Nothing heard after over 10 days of waiting since the initial contact and alleged opening of a FedEx claim.
So I contact local PO to report item still isn't here. Delivery supervisor looks it up and there's been no change... last scanned in Cincy on the 20th. He says he will call Cincy USPS center to see if they can help sort this out. Of course I hear nothing back.
Next day I contact GearXS via email again to see if they'd heard anything from FedEx plus to update them on what I've learned from the PO. GearXS replies back that tracking shows the item delivered on the 16th (with a screen cap of the USPS website tracking), doesn't mention FedEx claim, and adds there is nothing about it being in California.
I reply immediately, that Cincinnati is in Ohio, not California, and it is internal USPS tracking provided by the delivery supervisor that shows it scanned in Cincinnati on the 20th, not the simple version on the web. I even give him the my local USPS phone number.
I then get another reply saying they've talked to ----- at the Post Office but that the delivery supervisor was out of the office. The name was legit so I do believe they called the PO. But they say this postal employee denied my claim the item wasn't delivered... but also say they (GearXS) will call again in the morning when delivery supervisor is to be there.
Next day comes and goes... Nothing heard. So I AGAIN contact GearXS to see what was found out and I did add that this was dragging on too long and it was time for a resolution. They replied saying the PO is denying my claims the package wasn't delivered!!
I call PO again but delivery supervisor is off that afternoon. I then call someone I know who works at the PO and he gets with person GearXS claimed they talked with the first time. They both see exactly what I've been saying on internal USPS tracking.... and got quite a bit more information as well. Everything was still exactly as I'd been telling GearXS.
So I contact GearXS again, explaining that all again. And now I'm telling them it's been over a month since I paid and I still don't have the router... and it's their chosen shipper that has lost it. I tell them I need a new router, the original found and on it's way here, or a refund. I also tell them if it's not rectified shortly I will be leaving negative eBay feedback. Again they come back with the PO is denying my claim that it was not delivered.... and add that they can't refund money or ship a replacement if the item was delivered!!! Grrrrrrr
I followup with a more pointed email telling them their information is vastly different than what the PO is telling me and that if the package is in Cincy 4 days after it was 'delivered' then obviously I don't have it. I then tell them since they are refusing to make this right I am going to leave negative feedback as well as utilize other forms to communicate my dissatification with their response.
-
I then left negative feedback as well as opened a case with eBay about the transaction. I've not heard back from the case I opened.
--
That gets us thru this past Friday.
Then I call the delivery supervisor at PO again this past Sat morning. He tells me that it looks like I need to contact the company and tell them the item never arrived so that they can get a new one sent out. I explain to him they're telling me that he's denying my claim that it wasn't delivered and so they are refusing to anything. He said he'll call Cincy on Tuesday... and at the least maybe get the status of the package changed.
Meanwhile I get this today from GearXS:
Hello.
Upon reviewing your last email we have contacted eBay about this matter, negative feedback on this transaction will be removed. Your last email will be filed under our system as feedback extortion and this account will be blocked permanently from our site. If a claim is denied we are more than happy to help a customer battle it out with the shipping provider, but under no circumstance will we ship another unit if the prior unit sent out is stating delivered to the correct ship to address. We have no indication that
this unit is in Cincinnati this tracking number shows
This transaction has escalated to negative feedback and we will now let eBay mediate this resolution.
GearXS
6224 Madison Ct
Morton Grove, IL 60053
ebay@gearxs.com (E-mail)
(800) 438-7516 (Main)
(800) 438-7630 (Fax)
They also attached a copy of the USPS tracking off the website again.
What really frosts me is that I KNOW what internal USPS tracking shows. I've reiterated that to them several times. They've simply confirmed the delivery date that is showing and not asked any further questions or wanted any further info. Obviously they aren't 'happy to help me battle it out with a shipper'.
----
Why did this place get my business in the first place? ...They were in Illinois and I figured I'd have my router in a couple of days....
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