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Business Profile

Subscription Boxes

Gear Pack

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:20/11/2024

    Type:Delivery Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed order for Ultimate Box October 20, 2024 totalling $180.79 CAD. Received confirmation informing me that if this is your first order, it will be shipped within ***************************************************************************************************** that this is a recurring order, which I knew. Then heard nothing further. Sent first inquiry on November 15, twenty business days later, received no reply. On November 17th, received notification that they attempted fo bill credit card for next shipment, I had blocked further payments from being processed by Gear Pack until I had received an update, have since sent 4 seperate messages, to both Gear Pack customer service via email, as well as through the message option on website. Have not received a single response but have received several messages regarding updating payment information for second shipment. No contact information is listed online besides the customer service email or their website message option. Will be disputing credit card transaction.

    Business Response

    Date: 24/11/2024

    We apologize to hear about the delay you experienced in receiving your box. Boxes do typically ship out within 10 business days, or two weeks. However, many factors can cause delays, including Canada post delays, product back orders and orders being held at customs, etc. It looks like your box has been shipped out to you. Again, I do apologize for the delay. Please contact Gear Pack customer service if you have any further questions or concerns.

    Customer Answer

    Date: 25/11/2024

     
    Complaint: 22584166

    I am rejecting this response because as soon this has not been shown as shipped, but merely a shipping label has been replaced. 

    I appreciate that someone from Gear Pack as finally replied. As a business owner, I know and understand the points youve made, but these are somewhat moot.

    You made a mess of my order, didnt respond to a single message or email. Not one. 

    I also have not heard a. About the supposed Welcome Box you sent and B. Why was the 50% discount that was offered applied to my order. 

    Looking forward to actually receiving this. Im just hoping the other major source of negative reviews was the low quality, inexpensive , cheap  Temu-eque products.

     

    When and if this actually arrived? I will update BBB with status etc. 


    Sincerely,

    ***** ****

  • Initial Complaint

    Date:02/05/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The 22 of April a label was create with ***, 4 days later a contact them because the month before label was create but didn’t move for 10 days I had to write to them and they told me that the package was lost and send me a new one, 27 of April contact via ********* they told me that the next days I should see a updated on my shipping, wait 3 other days, contact again customer service and a person name Scott told me that this morning I should see a update, up to today the 1 of May no update, ask for a refund but no reply to my many message via ********* and email, they even block me front there ******** page

  • Initial Complaint

    Date:25/03/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    02/22/2024 I placed an order with gear pack for the basic plus box. Just before I had my girlfriend also ordered a box for me as a surprise. When I told her I ordered one she said she had as well so I reached out to GearPack and explained the situation to see if I could get a refund, they said they don’t do refunds but that the welcome boxes are completely randomized however if I got duplicates to reach out to the company and they would exchange the duplicate items. After I received the package more than half the items in the boxes were duplicates so I emailed GearPack and heard from them on March 16th, emailed them back with an explanation of what happened as well as a picture of the duplicate items. They said they instead needed a picture of both boxes contents at once to confirm the duplicate items. I sent that on the 17th, hadn’t heard from them so I emailed them again on the 20th and still have not heard back from GearPack.

  • Initial Complaint

    Date:06/03/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Gear Pack offers a subscription based service. I subscribed and the monies are taken from my account every 15th of the month. Shortly after, within 5 days, the parcel is shipped. My last parcel did not ship and they have taken this month's payment out also. Customer service refuses to respond. I commented on their ******** profile to ask why and call them out. They blocked me almost immediately. Its sounds like a great idea but the company is *******.

  • Initial Complaint

    Date:21/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered my Box on Jan 27th. It is now Feb 21st still no delivery even after recieving a response via email on Feb 7th 2024 saying it would be delivered that week via **** was provided a tracking number. *** shows that it was printed but nothing else. While their site says Fullfilled. They answered my email once and never got back to me again. Still waiting for a reply. I cancelled my next month seems like they took my money however not delivering.

  • Initial Complaint

    Date:21/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Feb 1 2024 I placed my first order with gear pack order #*****. The company advertised that the first shipment would be sent within 10 business days. It is now Feb 20 and I have not received the parcel. They completed a ****** **** label on Feb 8 however it was never sent to ****** ****. I have sent 4 emails to their customer support with no response I would like either my money back or confirmation that the parcel is actually coming I had a second pack charged to my credit card on Feb **************************************************************************************************

  • Initial Complaint

    Date:04/01/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 24, 2023 I placed an order for a subscription box with Gear Pack. As of November 29, 2023, the box has been in pre- shipment. After I realized that the box was not moving and there was an issue I reached out to the company. It took multiple days for a response, and when ***** did respond, he simply brushed off my issue without even looking into my order. ******* responded saying she would file a claim and send a new box. After a few days, I sent follow up emails with no responses at all. I requested a new box be sent, tracking to be sent to my email, and for the subscription to then be cancelled. My last response from the company was from ***** on December 15- 6 days ago. This company is a **** and does not have any concern for customer service. To this day, the box still shows pre-shipment since November 29, 2023.

  • Initial Complaint

    Date:14/11/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is the first time I have ever attempted to use Gear Packs services. I ordered a $500 Halloween mystery box, on Oct 5/23. I heard nothing from Gear Pack until I sent them an email on Oct 25/23 reminding them of my purchase. I got an automated email the next day, telling me it was on the way. With the tracking number Gear Pack provide me I was tracking it from the *** website. *** has never received the package. Only a label was created. I have been sending very stern and direct emails. Explain my frustrations. I never used cures words. They have never responded to my emails. Yes I have been checking my junk mail. I also use the **** app. It also showed that my purchase was still waiting to be shipped. As of yesterday my order has been removed from the **** app and my Gear Pack profile say my order has been "fulfilled". I have not received anything and the *** tracking still says they are waiting on the package. Gear Pack oder # ***** *** tracking # ******************

    Business Response

    Date: 16/11/2023

    Hello,

    I apologize for any confusion regarding the shipping times. As stated on the website, all boxes, including mystery boxes all shipped between the 15th to the 20th of every month. Since the box was purchased on the 23rd, it did miss the shipping window for October. I can confirm that your box is on route to you now and will arrive on time as scheduled. Please reach out to customer support with any further questions you might have.

  • Initial Complaint

    Date:16/08/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been a customer of Gear Pack for a couple of years. The service has been getting progressively worse. My recent experience was in regards to having to pay Customs charges, bc company decided to ship from the US. I was promised a credit for the charges, in June. In July, when I reached out to ask about my refund, bc the charged me full pop for the next mth's box, I received an email stating they were sorry and that I was refunded the money. They sent me a screen shot that said there was a refund applied, but no refund was ever received. The August payment has been taken and again it is for the full amount no credit or refund applied. There policy says that all shipments would be done between the 15-20 of the mth, yet they never meet that obligation. In fact as of writing this I am still awaiting the July box, and we are at August 16th. They are very poor in responding, in fact they need to be prodded a number of times before they respond. They claim to have Customer Service, but do not respond. I advised them that if I didn't hear back from them by EOD yesterday 8/15/22, I would be reaching out to the BBB, Chamber of Commerce and the local government about the lack of response. I asked for PROOF they have refunded me my money, PROOF they will not be charging me any longer as I have demanded they cxl my acct., a Timeline for when I would receive the box for July and the box for August...

    Business Response

    Date: 29/08/2022

    We have been responding to all emails and messages. It has been recommended that the customer checks their junk/spam folder. The customers also already been made aware that all works for temporary shipping from Nevada while a US distribution center was it up for our US customers. All customers have also been made aware that all Canadian boxes will resume shipping from British Columbia. A discount for any extra shipping or taxes that the customer experienced has been applied to the box following the box that experienced the charge errors. The customer should add the Gear Pack email address to their contacts to avoid having future communications end up in their junk folder. They can contact us directly with any further questions at ***************************

    Thank you,

    Customer Answer

    Date: 30/08/2022

     
    Complaint: 17722320

    I am rejecting this response because:

    They are not being honest.

    I can demonstrate that I am still awaiting the response to the last 2 emails I sent them.

    Before I sent you folks the complaint, I emailed and warned them that I would be taking next steps if they didn't respond.

    I asked for confirmation that they provided me a refund. They didn't respond.

    They say that I should check my junk folder, yet I have added Gear Pack to authorized addresses.

    I am quite capable and prepared to demonstrate that they are not acting nor responding in good faith.

    I can provide, "mailing labels" that are created, but when u expand them they nothing but entering info into the system.

    I am also prepared to provide Credit card records that clearly demonstrate they are not telling the truth. There has been no refund given, and they continued to charge me full price.



    Sincerely,

    **** *******

    Business Response

    Date: 03/01/2023

    I have attached the 2 responses to his last 2 emails from October, we have not received any communications from him since. 

    It was also previously explained to him, it can also be found on the website in the help section, that shipping labels can be printed up to a week before the boxes go out. So tracking info is provided right away, but will not update until scanned in by ****** Post. 

    Regarding the refund, here was our reply via email:

    We have attached a screen shot showing the refund that went through on our end on July 20th for $43. If you have not received it and you have contacted your card issuer, let me know and I can contact them to find out what went wrong with the refund, because it did go through on our end. 


    Thank you,

Gear Pack is NOT a BBB Accredited Business.

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