Anyone else have issues with mygearstore?

[dauerhippo]

I ordered a case from them on Dec 12. They charged my CC, but never shipped my order. They don't return phone calls or emails. Anyone else having problems with them?

I know they can't be a total scam, since all the youtube reviewers highly recommend them, but their customer service is just non-existent!

[pisces03x]

1-800-290-2492?
It is their customer support line, apparently. (Contact Us (http://www.mygearstore.com/Contact-Us?nav=tracking))

[neesh0]

hope you get your stuff soon, I hate when companies give customers the runaround.

[dauerhippo]

1-800-290-2492?
It is their customer support line, apparently. (Contact Us (http://www.mygearstore.com/Contact-Us?nav=tracking))


Haha. Have you ever tried calling their customer service line? You get a message saying that all their representatives are busy assisting other callers. You don't get the option to wait on hold until a representative becomes available. Instead, they direct you to leave a message or send them an email, both of which they will then ignore.

So frustrating!! My order was almost 80$, and I'm not just willing to let that go! Does anyone know what the procedure is for getting a refund through Paypal in these situations? (that's how I paid for the order)

[spader]

Hey Dauer...

YEs....its me.

File a paypal complaint, and they should take care of the rest.


Take Care

[danieldelgado29]

I ordered a case from them on Dec 12. They charged my CC, but never shipped my order. They don't return phone calls or emails. Anyone else having problems with them?

I know they can't be a total scam, since all the youtube reviewers highly recommend them, but their customer service is just non-existent!


Yup.....You call them to return something no one call you back.

[FriarTuck]

I am also having a problem with MyGearStore. They have not sent me the item I ordered (via Amazon), they have not responded to my online inquiries, and in my opinion their customer service voice mail system is a joke.

[bassproguy07]

I was going to order from them seeing how Carlos has had such good luck with them but after hearing this from another one of his loyal viewers I dont think I will be shopping there.

[dauerhippo]

I was going to order from them seeing how Carlos has had such good luck with them but after hearing this from another one of his loyal viewers I dont think I will be shopping there.

I think that's probably your best bet. They really need to get their sh&*t together, but for now, I would stay away. I do hope they do get their act together though, because their prices really are great, but I'm not holding my breath. They probably have such low prices because they are woefully understaffed, hence the crappy customer service.

[WTBipod160GB]

meh, they offer pretty awesome prices and stuff. i ordered a couple of things during the holidays and i got it before christmas, so it was all gravey. its better than ordering stuff from scammers on ebay imo. paypal dispute my ass, still waiting for my chargeback....

[myGearStore]

Like any other company we of course make mistakes, and we are normal people with families, friends and lives. We are not perfect, so please do not think that we will be tomorrow. We apologize if there were any issues that have affected anybody on this forum. For what it is worth, our error rate is less that one percent of all orders. However, rightly so, those with problems tend to vocalize them, and we can understand their frustration.

We have representatives, albeit 2, by the phone and will call you back and email back if you email us. I sincerely apologize if there have been some emails or phone calls that were not returned. This is unacceptable and we are working on fixing any internal issues that may cause this. I can assure we do not intentionally try not communicating with our customers. We do have great prices and do have good service…99% of the time.

[jmccullough108]

I love mygearstore.

Never had a problem, doubt I ever will.

:cool:

[dauerhippo]

Like any other company we of course make mistakes, and we are normal people with families, friends and lives. We are not perfect, so please do not think that we will be tomorrow. We apologize if there were any issues that have affected anybody on this forum. For what it is worth, our error rate is less that one percent of all orders. However, rightly so, those with problems tend to vocalize them, and we can understand their frustration.

We have representatives, albeit 2, by the phone and will call you back and email back if you email us. I sincerely apologize if there have been some emails or phone calls that were not returned. This is unacceptable and we are working on fixing any internal issues that may cause this. I can assure we do not intentionally try not communicating with our customers. We do have great prices and do have good service…99% of the time.

That's a pretty poor excuse, IMO. Just because you are normal people with families doesn't excuse you from having to provide adequate customer service and followup on your orders.

As for your having representatives - when someone calls in, and they are busy, there is no option to hold until they are available. The only option is to leave a message, which, guaranteed, won't be returned anyway. Do you really perceive no problem here at all with your customer service?

[myGearStore]

myGearStore.com now has an account on Twitter http://twitter.com/mygearstore, another step in improving our customer service accessibility. No excuses, we just listen, adjust, improve & grow!

Everyone can come up with their own definition of "adequate," but here we are responding to your concerns and making efforts to better ourselves. We never claimed to have "no problem here at all," nor does any other company. We are committed to bringing great prices and great customer experience, and we take customer feedback to heart.

[vtb1128]

I too can not get my gear store to answer an email or phone call. I purchased my item thru Amazon. Has anyone been able to get in contact with them, if so how did you do it?

[vtb1128]

Amazon said send the item back without an RA#. Get proof of delivery and they'll take care of the rest. They back their company maybe mygearstore.com should too. I know no company is perfect but since my gears Jan response regarding their customer service I've tried to contact them 4 times. Still no response. I won't be ordering from them again I don't care how good their prices are.

[dauerhippo]

I would suggest trying to contact them on Twitter, if you use it, although chances are - they will just get back to you with some annoying plattitude about how they are "striving to improve and grow" or some ******** like that.

Good luck.

[MGS.Cust.Ser.]

Hi,

My name is Ryan Johnson and I am the new customer service supervisor at My Gear Store Inc.

I would like to thank you for your feedback as we are always striving for 100% customer satisfaction. We reply to all emails and work hard to answer all phone calls and return any phone messages.

If you have any issues with your purchase from My Gear Store please email us at info@mygearstore.com and you will receive a reply within 24-48 hours. Our customer service phone line is 1800-290-2492.

We provide personalized responses to all inquires. We do not out source our customer service. We pride ourselves in providing you with the best solutions strait from our warehouse. I realize that you may think this contact information is invalid but I assure you it is not and I personally work very hard to make sure all our customers will receive a response from this point forward.

If you still have a situation that needs resolve please, do not hesitate to follow-up with us as we want to resolve all issues as fast as possible.

Sincerely,

Ryan Johnson
Customer Service Supervisor

My Gear Store Inc.

[perkola]

I returned an unopened item with the proper RMA number received from MyGearStore.com 12/10/2009. I have been trying to get my refund ever since.(This is 2/28/2010.) They won't respond to my emails and don't answer their Customer Service line. I don't know what else to do except warn others not to use this company. I paid using PayPal, so after reading these posts, I will ask them for help with this.

[JohnnyQuest]

OP- Did you ever get your order? I think it's freaking hilarious that they came on here to defend themselves, giving a load of ************* basically, especially if you still haven't received your order! Thanks for the tip and will definitely not be buying anything from their site.

[STEVESKI07]

Wow I'm glad I saw this thread. I will without a doubt avoid this company. If their customer service is truly this poor then they will soon be out of business. Maybe the customer service supervisor should stop wasting his/her time posting unhelpful information on forums and work on supervising the customer service department.

[kicko]

I dont know what to believe at this point, i was going to place an order last week but held off with this recent rash of bad experiences.

[SchneiderMan]

I had the same issue with them a year ago, they did not reply to me until i sent them a threat email lol. Canceled my card so they cannot charge me again.
No matter what i would stay away from them, they have some kind of marketing they do on Youtube and people get lowered in that way..

[MrBorsa]

Thanks god i don't have this problem

Hope you get your stuff asap :)

[Resist]

I contacted MyGearStore last week about a molding issue I have with a Switcheasy iPhone 3G case I purchased from them. They still have not replied back to me. I would expect more prompt customer service from them. I will most likely never purchase anything else from them now. Guess I have to contact Switcheasy to get my issue resolved.

[dauerhippo]

I never did get the order that I had posted about, originally, in this thread. Turns out, after several threatening emails that they ended up responding and telling me that they were out of stock on the items I had ordered. Instead of contacting me to tell me that when I placed the order, they had just never shipped it.

I have since tried to order once more from them, and I found their CS to be unresponsive, and the shipping time verrrrrryyyy slow. They send you a million emails about the status of your order (processed --> fulfilled --> awaiting shipping --> pre-shipment status --> about to be shipped --> gonna be shipped in 10 seconds ---> 9 --> 8 ---> 7...) Ok, slight exaggeration, but it was ridiculous and it took over a week to get the item I ordered.

All in all, I think that even though their prices are low, it's just not worth the 1-2$ you're gonna save by buying from them.

[Resist]

So I finally hear back from MyGearStore.com and they want me to pay to ship back my Torrent case for a replacement. They sent me a blemished case and now I am expected to pay to send it back.....really? For sure now I won't be buying from MyGearStore.com again!

[gothiquegirrl]

I ordered a Speck pack from them. They were supposed to give me free shipping... but when i called Customer service ( i'll get to that in a sec) i was told that only USPS shipping was free and that the speck pack HAD to be shipped via FedEx due to it's size and weight? Now it was clearly posted on their site under the pack "free shipping" so i dunno what the deal was with that.

When i called customer service it kept telling me that they were busy and to leave a message. I just kept calling over and over till someone picked up the phone....

Yeah people on Youtube talk about them a lot and say good things. So maybe i was a little more patient than i would have been otherwise. i mean, everyone has a bad day.... But if i had known that so many people were having issues i'd have been more of an @$$.

[kicko]

I hope some of the reviewers see these posts, certainly you can't say this is an isolated issue. You know they would never treat a reviewer like that, just us average joes and jills.

I cant speak from experience but i was very close to placing an order last week.

[SchneiderMan]

Like i said never buy from them. They are scammers that have a fake good image because if a very popular youtube reviewer who gets sent thousands of dollars worth of free stuff and he pushes all of you to buy from them.
I also know they have a store on Amazon.com, still do not order from them. Amazon is not responsible.

[Resist]

Since MyGearStore.com wants me pay to return a defective Switcheasy Torrent case I purchased from them, I contacted Switcheasy. And as the champs they are, Switcheasy is going to replace my case and pay the shipping for free! Won't cost me a dime to get my issue resolved. Thank you Switcheasy!

So my suggestion to anyone thinking about buying from MyGearStore.....DON'T! I'm not sure how they get such great online video reviews. Oh wait, probably because they give the reviewers free stuff to sway their status. Well they won't get my money ever again, that is for sure.


UPDATE: Spoke with MyGearStore online chat support and they finally agreed to pay for the return shipping but said I would still have to return the case first before getting a replacement. I suggested they charge me for a new case and when it arrives I will send the defective one back with their free shipping label. Once they receive it then they can refund me my money. That way I don't have to go without a case on my iPhone. But then they tell me they are out of stock of the Red Torrent case. So ask for black and am told they are out of stock of all the colors. I'm like.....really? What a big waste of time chatting with them. I will stick with dealing directly with Switcheasy.

[xAnthony]

I don't deal with online websites. It's always a hassle, and people usually get screwed over. It's easier just to go to the store and spend an extra $10 on the case, instead of waiting a few weeks to get it online... Or not get it.

[Resist]

Even a store front business can screw you over. This has happened to me before. I discovered that the Better Business Bureau has no authority and small claims court was a lot of effort and time. Even a win in court doesn't mean the business will pay you. That is another battle.

But I don't have an issue with online retailers in general. Most save me a ton of money, by not having to pay state tax or shipping. And lets not forget the time and gas savings you get by having things sent directly to your door. Many like Amazon.com are really great online retailers.

[titans1127]

Wow I never expected so many people to have this many problems with MyGearStore. I've bought from them maybe 6 or 7 times since I got my 3GS in September and have never had any issues. Always takes 2 or 3 days max from California to New York. I even changed my mind on an order 2 weeks ago and used their live chat to cancel it with no issues.

[myGearStoreCS]

I ordered a case from them on Dec 12. They charged my CC, but never shipped my order. They don't return phone calls or emails. Anyone else having problems with them?

I know they can't be a total scam, since all the youtube reviewers highly recommend them, but their customer service is just non-existent!




myGearStore apologies that your order was not received as expected. Our goal is to provide 100% customer satisfaction and in ensuring that guarantee, we have taken the initiative to contact you directly in hopes of resolving this issue immediately. Please email us at information@mygearstore.com or phone us directly at 800-290-2492 so that we may work with you to resolve any issues that you may have.

[myGearStoreCS]

Our goal is to provide 100% customer satisfaction and in ensuring that guarantee, we have taken the initiative to contact ever directly in hopes of resolving any issues that any of you may have had immediately.

myGearStore understands your frustrations and we sincerely apologize for any unpleasant experiences that anyone may have had with us. myGearStore welcomes all feedback, be it positive or negative. All feedback is reviewed so that we may continue to improve and better service our customers.


In an effort to regain your trust and for any inconveniences, we ask that you contact us directly at information@mygearstore.com or by calling 800-290-2492, so that we may provide you with a 25% goodwill discount off of your next order.

[ngenerator]

No matter how many times you copy+paste something in this thread, I'm afraid you've lost quite a lot of business from potential buyers due to this thread. With the issues I've had with you, I'm looking forward to going out of my way to purchase things from anyone else as opposed to from you again, regardless of any "discount". Some shady dude selling stolen phones in an alley is more reliable than your company, sorry to say

[Kwats]

Never had a problem with MGS bought about 10 different items from them in different orders. Received them all within 4 days. You all just have bad luck.:p

[Resist]

In an effort to regain your trust and for any inconveniences, we ask that you contact us directly at information@mygearstore.com or by calling 800-290-2492, so that we may provide you with a 25% goodwill discount off of your next order.Yea nice try, once I am wronged by a company they never get my business again. I don't care how much the YouTube reviewer Itsmemorphious, praises your business by giving you tons of publicity, (could be all the free stuff you send him), I learned first hand how bad your service really is.

[SchneiderMan]

Yea nice try, once I am wronged by a company they never get my business again. I don't care how much the YouTube reviewer Itsmemorphious, praises your business by giving you tons of publicity, (could be all the free stuff you send him), I learned first hand how bad your service really is.

Exactly..

[maria111]

My Iphone 3g is not supporting any software.what can i do?

[Mactogon]

Just left this seller feedback on Amazon. Out of curiosity, did a Google search afterwards and found this thread! Wish I'd seen this BEFORE my purchase! Would have saved myself 2 months and a few angry emails! Hopefully others will see this before they purchase anything from mygearstore


"Absolutely disgusting. 2 months after my purchase date, I received my refund because my item had been 'lost'. Each time I had tried to find out info previously, I was just sent an automated reply. I am a calm customer normally, but these guys really tested my patience. Now I have to go find the item somewhere else. Don't buy from them - don't risk wasting 2 months of your life like I did!!!!!"

[FeRD NYC]

Hmmm, interesting. I just placed an order with them (thru Amazon) about 16 hours ago, and just received the "your order's shipped!" email. So, I guess I'm one of the lucky ones. Of course, I only ordered a bottle(s) of Ice Creme, which is probably not a high-demand item.

The problems seem to crop up when they're having supply problems. Which happen to even the biggest companies, yes, and are frequently beyond their control. It's how those situations are handled that makes all the difference. In fact, several of the complaints in this thread seem like they boil down to myGearStore not realizing one basic rule for cultivating a satisfied (and loyal!) customer base:

You don't promise goods to the customer -- and CERTAINLY don't charge their credit card!! -- before you check your inventory!

Whether that's the endlessly out-of-stock item that the OP ordered, or Resist's replacement Switcheasy case, it sounds like there wouldn't have been a problem if the official word from the beginning was, "Darn! We don't have any of those right now. Can't promise when we'll get more. Sorry we couldn't be of assistance." (Followed, in Resist's case, by "Feel free to return the defective item, at our expense, for a full refund." That's what a 100% satisfaction GUARANTEE implies, if it's anything more than just meaningless ********.)

[Nate025]

Since we're bumping old threads guess I'll add my .02. Ordered an i4 Otterbox Defender on the 3rd (pre-sale) with a discount coupon for $36. Arrived on the 16th, free overnite on top of the discount. Ordered via the mygearstore website through google checkout.

No problems with the case, packaging could have been improved so the box didn't get crumpled. Besides that, no problem.

I learned of them through my mother, who placed an order of around 30 of the Defender series cases for the 2g/3g iPod Touch for a local organization. No issues there either.

They could be faster on their invoicing: Ironically, I received the email for my initial invoice (placing the order) on the i4 just after I had installed the case.

[dieburnbot]

I've placed 2 orders with them and it always went smoothly. I always place my order in their eBay store though not sure if that makes a difference.

[appview]

I'm to have had a bit of a rough time with myGearStore. I have ordered 3 things and each one has arrived 5 days late! I live in the UK so obviously airmail is required, the shipping was $25! When I ship stuff to the US it costs me £3.50/$5. So they were making $20 out of me just for the Bloody Shipping. The shipping was more expensive than the item.

I must just say I also have my online store and I am not being biased. I'm just reporting on an experience I had with them.

[shaner2000]

Just placed an order 2 days and got an unsolicited notice that the item requested is on back-order. Seems fairly reasonable thus far.

==

Thank you for shopping with myGearStore, your business is important to us. Unfortunately while processing eBay order *****, we noticed that one or more of the items you ordered are currently out of stock and now on back-order. The following is now on back-order:

Item: NUC04-1298
Description: Power Support Protective Film 3 Pack iPhone 4 Combo
Estimated Ship Date: 9/1/2010

[FeRD NYC]

Your report is particularly good to hear, shaner2000, given the communication problems people have reported with mygearstore in the past. It was an interest in hearing recent accounts like these that led to my thread necromancy. Since mygearstore was visibly active on this thread in the past, you'd certainly hope that someone there took the complaints to heart, and realized there were problems on their end that had to be corrected. The email you received appears to be a sign of at least some improvement in keeping their customers updated when orders are delayed. Hope you'll keep us posted on the outcome! (BTW: Can you tell us if they already charged you for the backordered merchandise?)

As to my own experience, I'm very pleased. Everything went fine, and communication was near-instantaneous from Amazon's systems. In fact, my order was delivered 2 days after I ordered it, on Wednesday the 25th. Not too shocking since it turns out the package was sent from Bethpage, Long Island -- whch is less than an hour's drive from here. But it's still impressive considering I took the free shipping option on my $22 order, and the (very conservative) estimated arrival date was Tuesday Sept. 1. So, in a sense the package arrived a full week early. :)

As Nate025 mentioned, the packaging was a bit spare: just a comically enormous, thick-padded soft mailer. In my case it didn't matter, Ice Creme comes packaged is a hard plastic "tube". Still, the postal service did their level best to mangle it during its short voyage. The local carrier who delivered it deserves a special commendation recognizing his/her achievements in experimental physics, having managed to ram the package into a standard apartment-building mailbox.

Regarding appview's comments:appview, you said your items arrived 5 days late each time -- did you have tracking information so you could see where the delays occurred, or is that not available for international airmale? (I was surprised I received tracking info for my order's El Cheapo brand free-shipping.) Can't really blame mygearstore for the carrier taking a side-trip to Package Limbo after the order's left their hands, IMHO. (Which I'm sure is why so many online retailers no longer offer regular mail as an option, and use only managed delivery services.)

FWIW, if they use Priority Mail (for its tracking and confirmation) instead of First Class Mail, the cheapest rate the USPS shows me to the UK is $13.45 for a flat-rate envelope. And a rate quote run thru my login on UPS.com produced a rate of $48.48 for the same theoretical 4-oz shipment! Frankly, I'm shocked how much it costs to ship outside the US. So, if you can ship *to* us for only $5, be thrilled you're getting such a great rate!

I know that overseas shipping is often scrutinized (== delayed) pretty heavily, and can be a nightmare -- I've been looking at a certain product that only seems to be available direct from its UK manufacturer, and I'm dreading the thought of ordering it that way. I agree $25 sounds insane, especially on a product that doesn't even cost that much... for heaven's sake, why did you keep ordering from mygearstore when the cost is so high after delivery!??!


...Anyway, as I said my one experience was very good. I know I probably sound like a shill, so I'll just say that I have no connection with mygearstore except as a satisfied one-time customer, I don't stand to gain anything directly or indirectly from posting this, and I'll probably never even order from them again simply because I order online perhaps 3-5 times a year total. (No credit card -- anything ordered by mail requires that I enlist a friend's services as middleman.) But as things currently stand, if I'm ever shopping for more portable "stuff", or if I know anyone who is, mygearstore will be at the top of my list of potential sources.

If I'd had a bad experience in any way, I certainly would have reported it just as honestly, and I hope my previous comments in this thread show that I have standards for how a company should operate if they want my business. I just feel the 'net is overpopulated with people rushing to their computers to complain loudly about... well, anything. Yet when the reverse happens and they have positive experiences, they're silent. So, when a company makes me happy, or even exceeds my expectations, I like to say so.


- Completely unrelated to mygearstore, but Ice Creme is packaged really oddly, TBH. Radtech stacks the two bottles of liquid and the applicator pads/swabs all in a single vertical line, so the package is more than three times as tall as either of the individual bottles! I assume the packaging is intended for retail display, to have the highest possible visibility. Radtech also has a direct-order web store, and I can't imagine they package it in such a strange manner for their own shipping!

[shaner2000]

Your report is particularly good to hear, shaner2000, given the communication problems people have reported with mygearstore in the past. It was an interest in hearing recent accounts like these that led to my thread necromancy. Since mygearstore was visibly active on this thread in the past, you'd certainly hope that someone there took the complaints to heart, and realized there were problems on their end that had to be corrected. The email you received appears to be a sign of at least some improvement in keeping their customers updated when orders are delayed. Hope you'll keep us posted on the outcome! (BTW: Can you tell us if they already charged you for the backordered merchandise?)


I was charged already, but I think that's more a function of the transaction type (paypal).

I've not had issues with charges getting reversed off my paypal account before for goods not delivered, so I'm not too worried at this point.

What is interesting to me is....they still have an active listing on ebay:

here (http://cgi.ebay.com/Power-Support-Protect-Film-3-Pack-for-iPhone-4-Combo_W0QQitemZ170533097435QQcategoryZ20336QQcmdZViewItemQQ_trksidZp4340.m263QQ_trkparmsZalgo%3DSIC% 26its%3DI%252BC%26itu%3DMRU-15032%252BUCI%252BIA%252BUA%252BFICS%252BUFI%252BDDSIC%26otn%3D20%26pmod%3D170525584444%26ps%3D63%26 clkid%3D6037055478048088887#ht_1759wt_911)

listing "10 available" and yet mine is supposedly on backorder until Sept 1.

Willing to give them the benefit of the doubt, for now.

[shaner2000]

listing "10 available" and yet mine is supposedly on backorder until Sept 1.

Willing to give them the benefit of the doubt, for now.

Both of mine arrived today (2 days before initial backorder ship date) in original PowerSupport packaging as described.

Summary: No problems and arrived ahead of schedule.