ComplaintsforGearfrost

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an item. Either someone put the wrong label on my package or someone used my money to mail a different package to someone else or something of the sort. The tracking number I was given shows that the item went to an address in **********. I live in *****. I have sent repeated emails to get a refund or replacement item and ***** who keeps replying to my complaints has suggested I contact my local carrier for answers, or that I drive to ********** to attempt to retrieve my package.

  Business response

  07/23/2024

  Hello, 

  I am the supervisor of the support team. I am sincerely sorry for the the situation that happened to you since the local courier informed my team that the product was delivered already. Anyway, I will contact the local courier again and check if they shipped the product to the correct address or not and we will find the best solution for you right away! I apologize on behalf of my team again. 

  If you have any concerns, please contact us and I will take care of your case directly.

  Best regard,

  *****

  Customer response

  07/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as word is kept. I never wanted any issues but its been months trying to get someone to correct it. I appreciate anyone who can help me make this right. 
  
  Sincerely,
  
  Scotia *******

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered two weeks ago a pair of shorts (thats my second time ordering) as I like the product. I have paid for standard shipping and wanted to change to express shipping since it takes a lot of time. I have been billed for both shipping ways. I contacted customer support as the person handling the case for six days now couldnt understand the issue and keeps on delaying my shipment. This behaviour have converted me from a returning costumer to a never again buyer. Order no - GF38835

  Business response

  05/12/2024

  Hello, 

  First of all, I am sincerely sorry for the situation that happened with you. The problem happened due to the misunderstanding of our support team which I will improve our team to serve the customer better. Anyway, your product was shipped already with express shipping! and we really would like to offer you a 30% discount code as our apology for this time.

  Once again, I am truly sorry for the inconvenience. If you have any concerns, please contact us via email and I will take care of you.

  Best regards,

  Head of support team 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a mens shirt in early May but do not have the date. I've gotten no response and the customer email shows invalid. This was ************************* order# Lcyvy7m25. The amount was *****. I can't make contact with them.

  Business response

  06/16/2023

  I am very sorry for the inconvenience it may cause you. I have checked on our customer service email and we can make sure that we replied the customer back on June 6, 2023 already. I will contact the customer again via the email:) 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 4/12/2023 I spent $384.68 on Gearfrosts website. Today, which is the day after, Im trying to make contact with Gearfrostvto modify the order , via email, Instagram and there very own contact firm but no reply at all. Therefore Ill be stuck with product I dont need anymore and they wont help get the size I need changed. Please help me.Thank you.

  Business response

  04/17/2023

  I am very sorry for the situation. For this complaint, I received the messages from the customer via email and instagram, but I had to contact our team regarding the case first if the products have been in the production process already or not, because if it is already in the production process, we could not cancel ot modify the order at all as our policy you may find on our website. By the way, after I got the answer from our team, I contacted the customer back immediately and modifed the order as the customer requested, so my response was a bit late. Moreover, since our customer service and our team are in different countries, and our timezone is different, so it's late because of this reason. I am very sorry for the inconvenience.

  Customer response

  04/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband purchased some shoes online as a Christmas Present. The order was placed on 12/10/2022 for $178.61. The order was not received until 12/29/2022. He emailed their support on 12/30/22 informing them they were the wrong size as they were too big based upon measurements and fit.The company asked for measurements to confirm sizes. He supplied them with photos of the shoes that were sent next to a ruler per their request. He also supplied them with a photo of a currently worn similar pair that is marked as the same size of the shoes purchased with a ruler. The company stated that they would not refund the purchase and would only give us a 30% discount on a new pair of shoes and had to take photos either way.Their return policy states they will not accept returns for incorrect fit, but it does not appear that they are the correctly sized on their end to have a correct fit for buyers.

  Business response

  02/11/2023

  Hi, 

  
  We have received your complaint and here is the explanation for your situation

  
  Please be informed that our the Low top shoes women size US10/EU41 insole length is ****".
  
  
  You can see the size chart in the product description page or in the attachment.

   

  According to the picture that you provided in support email, the insole length is ****" which means the item is correctly made and sent so, we cannot give you a refund as you request and since the items are made to order, we cannot accept a return too.

   

  Although we cannot accept your refund request, I have already discussed with the *** about your condition and she decided to offer you a 50% discount for your next purchase, the best offer from us just for you, because we care about your satisfaction. You can use this code on any item without minimum spending required :) Please contact our support team to claim the discount code.

   

  Lastly, I want to apologize again for your frustration, and I hope that you would still give us another chance by accepting our offer as our company still wants you to have a good experience shopping with us.

   

  Sincerely,

  GEARFROST SUPPORT TEAM

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Hawaiian dress shirt from this site. It took almost a month to arrive and it's the most ill-fitting, weirdly cut shirt I've ever seen. It's baggy and droopy like shirts used to be in the 90's. It's made out of thick polyester and is super uncomfortable to wear in warm weather, which is what people do with this kind of shirt. I emailed the company and they refuse to offer a return or any kind of refund. The shirt is useless to me and will go in the trash, but the company won't offer any resolution. This is an organized scam: they deceive people, run a shady operation, and once you pay - you're stuck. Zero customer service, even though their products are lackluster compared to the high prices and descriptions of premium goods.

  Business response

  11/30/2022

  Dear customer,
  
  I am sincerely sorry that your order did not satisfy you in the way you expect it to. I am here to inform you that our shirts are loose fit designed as provided in the description, to suit the tropical climate which we have some good feedback for this product.
  
  We have received your email that you want a refund and we explained that it cannot be refunded because your item is made to order just only for you and this is a loose fit shirt, so it was made to be like the description on our website.
  
  Please kindly be informed that we want you to have a good experience shopping with us. However, we are apologize if our product doesn't fulfill your expectations and for any inconvenience this may have caused you.
  
  If you have any question do not hesitate to contact us.
  
  Sincerely,
  GearFrost customer support manager

  Customer response

  12/07/2022

   
  Complaint: 18438167
  
  I am rejecting this response because: the shirt is bad quality. All Im asking for is a return as this is a standard expectation. It was not custom made for me. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 pairs of shoes in 12/2021. I never received the shoes. I painstakingly went through the process of multiple emails (Gearfrost), and filing for missing packages with ***** 4 months into the process I received an email that a new order had been shipped. Tracking numbers did not link to any real information, when I asked for a refund, another email was sent that the new order has almost arrived, and could I wait just a little longer. This was the most frustrating experience ever with an online order. I never received anything other than email from GearFrost. I finally got my notice from **** that my packages are not recoverable, lost. I contacted the credit card company today, hopefully I will see my money again. It has been 7 months.

  Business response

  07/27/2022

  Hi,

   

  We have review with your case already and found that the **** cannot deliver an item to your address because your shipping address is insufficient.

  When the item is enter to your city it has been returned and lost while return. normally the item that has been return it should arrived at our facility and we will arrange resending but for this case the item is never arrive at our facility.

   

  We have a shipping label copy of the parcel and the address is the same with the shipping address that you provide to us as well, if you want a proof to file a claim with the **** please contact our support.

   

   

  Best regards,

  GEARFROST TEAM

• Initial Complaint

  07/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a steering wheel cover ((order #GF26205)) from this company for $22.71 ordered on June 25th, 2022 and the order was finally sent out the 28th. They said at checkout that an order takes ***** days to reach a customer yet today is July 20th which makes it already 22 days and I have yet to not only receive it but when I go look it up online with the tracking they gave me.. It went from being in *********** only 3-4 hours away from me on the 13th to today, a week later looking it up and it being back East in Queens ** and is now in ***********************, PA. So, at this rate- its still gonna be a while til it gets here and that's not what I agreed to when purchasing from them.

  Business response

  07/24/2022

  We have explained about delivery time on product description that we need 5-8 business days for customization process and need another ***** business days so the item is expected to be delivered about ***** business days.

   

  Your order is #GF26205 order was placed on June 25 at ***** pm and has been delivered on July 22 at ***** am, total 20 business days.

   

  It is still in ETA.

  Customer response

  07/28/2022

   
  Complaint: 17594990
  
  I am rejecting this response because:It was a gift that was time sensitive so i had to go spend more money to purchase something else in its place because its taken so long to get here from ** for some reason. It has now been 30 days and I just got it, so the 28 days excuse was still not true. They don't do refunds at all even if its clearly their fault someone wants or deserves one.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear BBB I emailed first complaint on 2/11 to a *****! Replacements on my holiday plaid rug and holiday plaid blanket. Wrong size;The blanket is a baby size ; not what I ordered! ): the *** is the wrong holiday plaid COLORS; is different from picture on website!!! ***** emailed me 7days later on Sunday. HORRIBLE customer service ?? and Won't replace my purchases. let me RETURN it so you can refund my $$ !! Emailed them several times!! GearFrost company is NOT a made to order they buy the stuff from different companys.

*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. ↩