Some of you will already be aware of the ongoing feud I've had with Banggood over an expensive purchase I made 3 months ago where they kept on delaying the shipping and stringing me along with lies about when they would actually ship my order even though the original despatch time was stated as 17 days and they took my money immediately on placement of the order. I ended up submitting a formal complaint which they completely ignored.

I still didn't believe I was going to get what I paid for so I was purposely keeping what I'd purchased under wraps until it was actually in my hands. To my surprise, today I did actually received my order but the saga doesn't end here and I'm still in a complete state of shock and utter disbelief. After having paid almost $700 and having waited over 3 months for my order, I open it to be greeted with what you see in the Google album link below...

https://photos.app.goo.gl/oBJjvz1WLmrxMRGz5

The parcel was sent from Hong Kong to Belgium where the items were re-packed and then sent onto me from there. The logistics were all handled by GLS who appear to be a German owned parcel service.

I've checked the grey plastic wrapping thoroughly and there is absolutely no sign that the plastic has been cut or opened. It is sealed shut with the sticky weld they use which makes it impossible to open without tearing the plastic. The only tear is the one I made to open the package. The contents inside were in a clear plastic bag which was tied at the top to keep the Goggles and Air Unit boxes together. There was no obvious foul play to the clear plastic bag either. The clear circular seals were also still on all the boxes. I sliced through the seal on the Goggles box then removed the accessory box to be faced with that empty space below. I felt my face go completely white as that confused state of WTF moment suddenly came over me as tried to take in what I was actually seeing in front of me.

Looking closely at the seal on the goggle box there is clear evidence that it's previously been peeled open by someone (there's some dirt under the sticker with the edges lifted slightly). Everything is there except the main goggle unit. All the accessories (head strap, battery lead & USB C lead) are in the accessories box including the instruction manual. Even the 4 antennas are in the accessory box, and everything from both Air Units are also still there (it was clear that neither of those two boxes had been tampered with). So it looks like someone has just taken the main goggle unit out of the box before it was re-packaged and left everything else behind. Why would they not at least take the accessories as well? It makes no sense.

The other concerning thing is that the label on the outside of the grey plastic states a weight of 0.98kg, but the items including the packaging weigh just 780g, so 200g short of the stated weight. The fact that there is no sign of the grey plastic having been opened means that whoever re-packaged the items in Belgium must have either weighed the items and printed the label before then removing the goggles from the box, or they didn't bother weighing anything and just put a random weight into the computer that seemed about right.

DJI state a weight of 420g for the goggles, headband and antennas. The headband antennas weigh 97g so that means the weight of the goggle unit itself is 323g. 780g + 323g is 1.1kg so the stated 0.98kg weight on the package isn't even correct for the full contents anyway.

I've obviously contacted Banggood and asked for an explanation before I take any further steps / action, but I honestly don't know where I stand and where the burden of proof lies. 

This is such a messed up situation that it's beyond belief.

This is really shocking. Very saddened for your experience and I dearly hope someone from BG will acknowledge this and redress the situation
Good luck !!!

You will have to be persistent on this one... 700$ that's a lot. I believe BG will take care of you but it will take time and perseverence from your side, because they will not let go that kind of money so easily.
Good luck Snow. That situation sucks.

thank you for sharing, terribal
hopefully banggod will provide responsibility

That is insane.. I really hope they will make things right for you, waiting 3 months and then receive an empty box is just mind blowing

wow that's terrible! I hope you'll be able to get this resolved in a way that works fairly for you

OH WOWWW dude ... I thought you were just expecting some flight controller and other components. NOW I get why you held off so strongly. I am sooo sorry man.

I sent Banggood an email more than 6 hours ago but as of yet I haven't received a response. Conveniently for them, they don't offer a chat option or phone support for after-sales issues. You can only send an email. So all I can do is wait for a slow email response.

At the moment, all I have to show for my $700 are two DJI Air Units, a head strap, two cables, and 4 antennas.

Banggood should take note of how good the SEO is on this forum. If you Google the term "Banggood Stolen" this post already appears as the 4th item in the search results, so if they don't make things right then this bad publicity won't be good for Banggood's business. I will also post on RC Groups as well if I have to and I may ask Oscar if he's prepared to put out a post on his Facebook / Twitter feeds so the wider FPV community is alerted. What action I take will depend on how Banggood deal with this situation.

I paid extra for shipping insurance so let's see how good the Banggood customer service really is when it comes to the crunch, and if they actually honour their promise with that insurance policy.

I will of course keep this thread updated with any progress so the world can see how Banggood handle this appalling situation they have left me in. The outcome of their actions will then form a benchmark for anyone else who is thinking of spending such a large sum of money with them.

Did you pay with Paypal? Would that allow for an added guarantee?

That is incredible in the worst way. It's such a shame that crap like that happens to such good people. I'm so sorry that happened, Snow.

I am sure Bangood will response and find a solution for you. Their customer service is very kind and they are always willing to make their customers happy. Please inform us about the current situation. I really wonder what the result will be.

I would be surprised if either Paypal or your credit card company does not side with you on this one given all your documentation.

(21-Sep-2020, 07:34 PM)rjalex Wrote: Did you pay with Paypal? Would that allow for an added guarantee?

Yes, I paid with PayPal so I have that as an option to use, but I want Banggood to prove to me that they're prepared to do the right thing for the situation they left me in without me needing to get PayPal involved. If they don't then I will raise a PayPal dispute.

I was wondering why whoever stole the goggle unit didn't also take the accessories. The only logical conclusion I can come to is that they stole the goggles from my box and the accessories from a different box to make up a full set. So if that theory is true then someone else is likely to be missing their accessories, and if they also report it hopefully Banggood will use some common sense and realise what has happened.

(21-Sep-2020, 08:17 PM)the.ronin Wrote: I would be surprised if either Paypal or your credit card company does not side with you on this one given all your documentation.

My biggest worry here is the burden of proof. Whose responsibility is that? The label on the outside of the package clearly shows a packaged weight of 0.98kg so as far as the relevant delivery parties are concerned, the parcel was delivered with that weight of content inside, which it wasn't. The packaging and contents only weighed 780g.

I took unboxing photos but I now regret not having taken a photo of the weight of the package before I opened it, or not having videoed the unboxing process because then there would have been 100% unarguable proof. But how was I to know that the box would be empty because some unscrupulous package handler stole part of my consignment. People shouldn't have to go to the lengths of videoing themselves unboxing products they bought in good faith.

I really wouldn't wait and get Paypal involved right away. I also wouldn't sweat so much the burden of proof. These payment processing companies go through thousands of fraud claims every day. They know full well not every consumer keeps miticulous records of every transaction (and if they, did they might actually consider that a concern) and therefore tend to know quickly who is lying by looking at other factors. For starters, if you haven't made a habit of filing clearly egregious claims, that goes a very long way. And not least of which, can you imagine the mountain of claims against Banggood? They may very well look at that vendor name and go, "oh gees not again!"

I certainly would not wait though because the one thing that can work against you is time.