Since my first order with Gearbest went off without a hitch. I decided to buy something more expensive this time. A Xiaomi Mi 9 SE, worth about 300 USD. With the buyer protection and the additional transport insurance I thought I would be on the safe side. According to DHL shipment tracking [1] (package no. 0034043434268750749369) the article should have been delivered to me personally on 18.06.2019 at 16:40. I still any other person from my household has received the package. Also with demand with the neighbours the package did not appear. On 20.06. I have given up thereupon with Gearbest a support inquiry. I was put off, I should wait nevertheless still a few days. DHL could not help me because I am only the recipient and therefore not the contract partner. On 25.06. I opened a case with the PayPal buyer protection in the hope to get a refund fast and uncomplicated. But since Gearbest could prove with the help of the parcel number that a parcel was supposedly delivered, PayPal proved the seller right and rejected my request for a refund. After that, I asked Gearbest to submit a request to DHL for a refund if the package was actually stolen or lost. However, Gearbest will argue that the package has been delivered as this will be shown in the Tracking section. I then submitted a request for investigation to DHL, which was rejected by letter a few days later - again with the statement that only the shipper can do this. After calling DHL, however, I was informed that a Mr Eric Yeung (operator of a fulfillment center, commissioned by Gearbest) had filed an investigation request. On 11.07. I was told to wait until 02.08. and then I will get a solution according to the terms and conditions of Gearbest. I have assumed that the result of the investigation will be awaited. On the question how the solution will look like (refund or new delivery), I received no exact statement. On 04.08. I wrote to Gearbest again, this time the tracking was pointed out again and the blame was placed on the parcel service: "As we explained earlier on the shipping company's website the parcel has been delivered. In this case, the package was shipped to the correct address as provided by you during the checkout and we shipped it to you in good faith. Unfortunately these kinds of losses are beyond our control. [...] We regret to inform you that there is no compensation in such case. The shipping agent is responsible for this loss." Now I stand there, $300 poorer and without a smartphone. The Gearbest customer service is really the very last and I can't recommend anyone to buy there. Beware of this online shop, the savings are in my opinion not worth the trouble in case of a problem.