Bonjour,
Je me permets de vous contacter suite à l'ouverture d'un litige auprès PayPal à l'encontre de la Société GearBest pour l'achat d'un smartphone non livré (dossier n° PP-D-20179158).
En effet celui-ci à été déclaré "non retrouvé" par les services de Colissimo qui me renvoient vers le vendeur GearBest en déclinant toute responsabilité.
Le vendeur, GearBest, refuse donc d’exécuter le contrat, à savoir la livraison de mon smartphone, ou à défaut, de me rembourser l'intégralité de mon versement (soit un montant de 326,24 EUR). GearBest propose un remboursement partiel qui me paraît inacceptable compte-tenu du préjudice que je subis.
Date de commande: 11/11/2018 20:14:46 PM
- PayPal demande à GearBest une réponse avant le 7/01/2019
- Le colis sera officiellement déclaré comme perdu par GearBest le 11/01/2019
Voici les deux dernières propositions de la Société GearBest.
Il me semble légitime de demander l’exécution du contrat ou à défaut le remboursement total de ma commande ayant la preuve que le colis ne m'a jamais été livré. Quelle serait selon vous la meilleur démarche à suivre pour obtenir réparation? Il est à noter également que la société GearBest a la possibilité d'obtenir le remboursement de la commande en s'adressant au transporteur Colissimo.
Proposition n° 1 de GearBest :
Gearbest Customer Support à 12/29/2018 02:58:36 CST
Dear Pierre-Yves,
We are extremely sorry that you have not received your order yet.
As the service is provided by the post office delays due to holidays, weather and lack of efficiency in the transportation company hubs may effect the delivery time. This is why we give a delivery time frame to consider the package lost.
As I indicated in my previous message, your delivery deadline will expire on 2019-01-11.
We therefore suggest the following course of actions:
1) We can first refund 20% of the order 74 USD on your original payment account now as a proof of good will.
2) Since it is an international postal delivery, please kindly contact or go to your local post office to locate your parcel, stating your name and address before the deadline. Then please let us know the result.
3)On our side,we will keep tracking your delivery if you haven' t received the package on 2019-01-11 we will refund the remaining amount.
If you do receive the item later, we will kindly ask you to repay what we have refunded you.
I look forward to hearing from you.
Thanks for your understanding and patience. We hope you will receive your package soon.
Best regards,
Gellert
GearBest Customer Service
http://www.GearBest.com/
Proposition n° 2 de GearBest :
Gearbest Customer Support à 01/01/2019 02:52:28 CST
Dear Pierre-Yves,
We apologize for this delay and sincerely regret to hear that you have not received your order.
After reviewing your order in detail, we have found that you haven't purchased any insurance during the check-out. Please understand that in such a case we can only compensate you partially.
The shipping company is actually responsible for this loss which is sadly beyond our control.
Please review in detail our shipping and insurance policy in our terms and conditions here: http://www.GearBest.com/about/terms-and-conditions.html
However, as you are a valued customer, we are willing to help you the best way we possibly can. Here are the best solutions we can offer you in this situation:
Partial refund to your PayPal account.
In this case, we can refund 185USD to your PayPal account.
Kindly let us know your decision.
Once again we apologize for any inconvenience caused.
Best regards,
Gellert
Gearbest Customer Service
http://www.gearbest.com/
