Gescan Reviews 2

Horrible put an order for over 2K never shipped it's been over a month I still can't reach anyone for refund

I've been shopping online for well over a decade, and shopping with Gescan was easily the most frustrating experience I have ever had.

I was searching for some lighting supplies and was happy to find a Canadian supplier with a large selection, since shipping from the States is often expensive and orders can take long to arrive.

I ordered what I thought was several puck lights, based on the picture and product description:
"LIGHTHEAD LIGHTING - 580-05 - 20W DASAL FACE PLATE PUCK LIGHT SERIES, MATTE SILVER"
"20 Watt Puck Light Series. Features: • Clear lens standard • Screw installation • 6ft (2m) lead is standard, custom lead length available • 20W max G4 bi-pin halogen lamp (Osram lamp included) • Approved for blind hole applications • Certified as a stand alone luminaire • 24V available, consult factory for availability **Representative Image Shown**"

To my surprise, I received the glass lens face plates for this type of puck light only. I immediately sent an e-mail to customer service about returning the order, and also inquired about another product, asking if the stand-alone sockets they carried were G4 bulb compatible, since the "Detailed Specifications" on that listing linked to the wrong product (I mainly needed the G4 sockets for my project, not so much the whole puck light fixture).
That listing reads as follows:
"LIGHTHEAD LIGHTING - L7-SOCKET - 50W MR16 SOCKET"
"SOCK MR16 Dasal Offers A Universal Socket That Is Suitable For Mr16 Lamps."

After 5 days I received no response, so I gave them a telephone call. Speaking with the customer service rep "Maddy", she said that they were having problems with the e-mails and that she would reply shortly with the address for returning the order, as well as the info about the sockets I requested.

Another 3 days pass and again no response, so I called again. Again spoke with Maddy, and explaining the issue again jogged her memory. She replied by e-mail shortly after that with the return address and information about the sockets that she got from her "product specialist": simply repeating that the sockets are for MR16 lamps, but this means nothing since MR16 refers to the bulb shape/size, and MR16 bulbs are available with a variety of base types including the bi-pin type I was looking for. I replied with this information, and asked if maybe someone could check the sockets/measure the pin holes, but another week passes and no response.

At this point I give up on trying to get any clarification from them, or trying to buy anything else, and I just want my money back.

I send the product back. Luckily I had cross-referenced the return address to double-check, and found that Maddy actually gave me the wrong postal code.

Checking the tracking, I saw that the parcel arrived. Gescan did not respond, so I sent an e-mail asking them to confirm receipt and refund. I included a scan of my postage receipt so they can refund my shipping costs, since customers should not be held responsible for the misleading product listing.

Six days later Maddy responds. She actually has the gall to state "The product description clearly stated that this was the Face plate only," Readers of this review can find the product description above, and see that it clearly describes a complete puck light fixture. She followed with "we typically do not refund shipping costs. I will make a one time exception and process a full refund for this order, once the product is received and is in sell-able condition."

I did receive a refund for the face plates, but not for shipping.

At the time of writing this review, a full two weeks after the last communication, the listing for the puck lights/face plates is still as I have copied, and the link to the detailed specifications for the sockets has not been fixed. (By the way, the brand is actually LIGHTHEADED lighting, not LIGHTHEAD.)

In summary, Gescan is best avoided due to:
- inaccurate or misleading product listings
- unresponsive customer service
- sloppy communication (including spelling/grammar)
- team not knowledgeable about the products they sell

I hope for their sake that other team members are more competent than Maddy, but I have had no indication that this is the case.
This is the first and last time I will attempt to do business with this company.