Tommie Copper

The damaged Extra Large Full Finger Compression gloves are out of stock and have been discontinued. Tommie Copper will replace these damaged gloves with the Large Full Finger Compression Gloves or the Extra Large Fingerless Compression Gloves. On 2/**/14 a voice mail was left on the answering...

machine asking to call Tommie Copper back in an effort to resolve the issue. On 2/**/14, an email (attached) was sent indicating we would replace his damaged product with the previously mentioned alternatives. Tommie Copper is currently waiting for a response, as soon as a response is given the replacement order will be shipped. If [redacted] has any questions he may contact the director of customer service, [redacted] at ###-###-####.

[redacted], We apologize your product became defective after four months of use. We can assure you that this is not a common occurrence. Since you have been a loyal customer to Tommie Copper we will be reshipping the same product to you to serve as a...

replacement. This order will be shipped on 5.**.15 and should be delivered within 5-10 business days and you do not need to return the damaged product. We apologize for any inconvenience this may have caused you and hope you continue to be a loyal Tommie Copper customer. Sincerely,Tommie Copper

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]

[redacted] and The Revdex.com,This message is in response to Revdex.com complaint ID: [redacted].Upon further investigation and review of your interactionswith Tommie Copper we have determined that the claims made in the statement of[redacted]’s complaint are false. Tommie...

Copper has record that [redacted]contacted the customer service team once and the Tommie Copper retail storeonce. If [redacted] used a different telephone number than which was supplied inthis complaint to contact Customer Service please provide it for furtherinvestigation. Upon review of the telephone call with the Customer Serviceteam on 12/*/14 the agent did not make a statement that would indicate therewas a duplicate order or that this duplicate order would be canceled and [redacted] would be refunded. The agent was not able to identify a second order usingSOP. The agent then requested transactional details to determine how much [redacted] was charged and identify any other orders associated with the paymentinformation used by [redacted].   The agent [redacted] spoke with stated, “Im onlyseeing one order” and ended the conversation with, “You only did get chargedonce, that second charge may be an authorization request that’s showing up becauseyou did try twice but the first time you tried it was not honored so it didn’t gothrough”. On 12/*/14 [redacted] attempted to contact the corporateoffice but received the retail store. The employee who answered [redacted]’stelephone call does not have the ability to locate [redacted]’s order and isinstructed to take down ecommerce customers’ information and give it to CustomerService for resolution. The retail store employee was unable to help or supply[redacted] with a refund status and never indicated “you should see a refundwithin the next 24 – 48 hours.”.At this point [redacted] has been charged once for one order, norefund will be issued in advance. [redacted], we apologize you experienced difficulty placing anorder with Tommie Copper and for any inconvenience or confusion Tommie Coppermay have caused you. With a 60 day return policy we encourage you to try yourTommie Copper products before you return them. If you choose to return youritems you must open the order and indicate you would like a refund for yourreturn shipment, failure to do so will result in a substantial delay in theprocess of your return. [redacted] false and inaccurate complaints can put employees’ employmentat risk. We ask you to be aware of this in the future. The Better BusinessBureau, we ask that you remove this complaint as it is inaccurate andunmerited.   Sincerely, Tommie Copper

Revdex.com:At this time, my complaint, ID [redacted] regarding Tommie Copper has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

This is in response to complaint: [redacted], We apologize you were not satisfied with the response you received when talking with our Customer Service team. As previously stated Tommie Copper offers a 60 day money back guarantee and since your order was placed 6/*/2015,...

Tommie Copper will not issue a refund for the order in question. The quality and lifespan of the garments are a direct result of how they are cared for and the frequency of use. As an alternative, Tommie Copper will offer to replace the damaged knee sleeves. Please note that this is a onetime offer and other orders with Tommie Copper will not be replaced outside the guaranteed time frame, despite future complaints to the Revdex.com. To authorize a replacement order of your XL Knee Sleeve please call ###-###-#### (press option 2) during our office hours, reference your order “TC-[redacted]” and ask the representative to check the notes where instructions to reship this order have been left. Please note that Tommie Copper complies with all applicable textile labeling laws and regulations. Thank you, Tommie Copper

Hello [redacted], Tommie Copper offers a 60 day money back guarantee in which customers may return their products for a refund, exclusion to underwear applies. The products you purchased are not considered underwear and can be returned for a refund. Please reference the following link...

for return instructions, [redacted]. In the future Please contact our Customer Service team before filing an unwarranted complaint.    Thank you, [redacted]

This is in response to complaint: [redacted] Once an order has been submitted Tommie Copper is unable to change or cancel the order. A manual cancelation of an order would result in significant delays throughout the company’s processes. The order in question was returned to Tommie Copper on...

March **, 2016. On March **, 2016 a refund was issued for the price paid for the product, $27.85. On 4.*.16 a shipping and handling refund of $4.95 was issued. Currently the order has been returned, received and refunded in full. The refund was issued promptly once the returned items were in Tommie Copper’s possession, the frustration lies with the transit time on behalf of the carrier, USPS. Thank you, Tommie C[redacted]

[redacted]'s case was resolved after speaking with the head of customer service. There was some confusion with price matching for a replacement knee sleeve, all of which was promptly resolved and the customer refunded. 
He politely thanked us for listening to his complaint and for...

having arrived at an equitable resolution. Quality assurance steps will be taken to ensure no customer is ever treated or spoken to in a rude manner.

[redacted], 
This message is in response to complaint ID [redacted]. We sincerely apologize for the confusion and inconvenience Tommie Copper may have caused you. At the time of your inquiry the information provided indicated your order was pending shipment at which...

point the order was unable to be cancelled. As the order progressed through the processing stages it became evident that the order was out of stock and the order was assigned false tracking information. On 9/**/2014 a refund memo was authorized and a credit of $28.58 was issued back to your original form of purchase, please allow up to 4 business days for the refund to appear in your account. Please confirm the credit has been received.     
At the time your Tommie Copper order ([redacted]) was placed Tommie Copper was in a transitional stage between fulfillment centers, the problem which effected your order has since been resolved and will not reoccur.Again Tommie Copper sincerely apologizes for any inconvenience.
Thank you,
Tommie Copper Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted], This response is in response to your response from ourresponse to complaint ([redacted]). As we stated in our previous message there is only one record of you calling the Tommie Copper customer service team between the time you placed your order and filed a complaint with the Revdex.com. In this conversation on 12/*/2014, which was recorded by Tommie Copper, the agent told you the exact opposite of what you are claiming, the agent stated “You only did get charged  once, that second charge may be an authorization request that’s showing up because you did try twice but the first time you tried it was not honored so it didn't go through”. (If the Revdex.com would like Tommie Copper to send a copy of the recording, we are able to do so in .wav format.) Using the telephone number you provided, there is no record of a second call on 12/*/2014. On 12/*/2014 you spoke with a customer service manager, [redacted], who told you that there was no duplicate charge or authorization in Tommie Copper’s credit card processing records he instructed you to contact your bank as this appears to be a mistake on the bank’s end. Two calls and two voice mails were left with you, you have yet to return any of these calls. [redacted], you have contradicting statements.  In your initial email you stated, “when I called the corporate office [they stated] nothing we can do however you should see a refund within the next 24-48 hours.”. In your next response you stated, “when I contacted the corporate office/store. The employee who answered did let me know that no one was available to talk to me and that she would have my contact information passed on to a manager to call me back.”. Your second statement, which was confirmed to be accurate by the employee you spoke with at the retail store, disproves your first and initial statement. At this point Tommie Copper does not believe your statements or description of past events to be true. On multiple separate occasions, employees of Tommie Copper have investigated your account and told you that there is no second transaction or authorization on Tommie Copper’s records. We advise you to contact your bank as this could only be an issue on their end. If you would like to have a three way call between Tommie Copper, your bank and yourself please email [redacted] to schedule a time.Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have been on vacation and just going through my emails.  I appreciate your help in this matter and I will send them a copy of my receipt.  Thank you so much for helping me!  I will keep you updated!  
 
Thanks again for helping me with this problem.
[redacted] 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted],
Customers are Tommie Copper’s top priority. We apologize for any distrust we may have instilled but we are using this experience to help make adjustments to procedures to allow Tommie Copper to better our users’ experience. Thank you for bringing this to our attention. Your last message indicated your issues had been resolved. We kindly ask that you close this dispute.
Sincerely,
Tommie Copper

This message is in response to complaint ID [redacted].
[redacted], 
We apologize for any inconvenience Tommie Copper may have caused you. During the time your check was received and processed, Tommie Copper was undergoing a fulfillment center...

change. During this change your order was given the false appearance that it was in all the appropriate processing stages to ship, under a more intensive investigation it appeared your order was not shipped but held by an order management system. As of 9/** a request for a refund for a total of $400.00 was approved. The refund check had been created and was mailed on the morning of 10/*/2014. All issues effecting Tommie Copper and its fulfillment processes have been resolved and we kindly ask you to consider Tommie Copper in the future. Your user experience was a unique one and Tommie Copper has taken many measures to ensure that similar situations do not occur in the future.  
Again, our deepest apologies.
Sincerely,
Tommie Copper

Review: On ** Oct 2013, purchased pair of full finger gloves (black, extra large), item [redacted], a new stock item, for $34.50, on-line. Wore the gloves approx five times, never washed them, and in late Dec 2013, the seams at the base of the thumb and on the side of the glove became unravelled. Notified Tommy Copper Customer Service via their online email in early Jan 2014 of the problem and they never responded. Notified them again, via their web page on * Feb 2014, and they responded that they could do nothing as the time period exceeded 2 months warranty. Contacted their Chat line and got the same excuse.Desired Settlement: Considering this is a new product line and the product was not used that often, the product should be replaced at no cost to the consumer. I have purchased numerous products from them in the past, used them several times, and even washed them with no problems, issues. The glove product was a new line product and apparently defective.

Business

Response:

The damaged Extra Large Full Finger Compression gloves are out of stock and have been discontinued. Tommie Copper will replace these damaged gloves with the Large Full Finger Compression Gloves or the Extra Large Fingerless Compression Gloves. On 2/**/14 a voice mail was left on the answering machine asking to call Tommie Copper back in an effort to resolve the issue. On 2/**/14, an email (attached) was sent indicating we would replace his damaged product with the previously mentioned alternatives. Tommie Copper is currently waiting for a response, as soon as a response is given the replacement order will be shipped. If [redacted] has any questions he may contact the director of customer service, [redacted] at ###-###-####.

Review: On Sept **, I ordered items from Tommie coppers web site and included to have them shipped overnight. (2 elbow sleeves, 2 long sleeve shirts, and 1 women ab shirt) On Sept ** after not receiving the items that I purchased I called the company. The customer relations man stated they were having difficulties with with shipments due ti the move of their warehouse. I was not notified that there was an issue. The man said he will refund my overnight charges. To date this has not been done. On Sept [redacted] I received and email to except their apologies for the delay along with a 15% off and that my order would be shipped by the close of business on October *. To date I still have not received anything. I called today to follow up on the order and if it hadn't shipped I wanted to cancel the order. [redacted] is the customer relations person I spoke to. She informed that she could see that my over night charges were never refunded from 2 weeks ago. I said I received an email from [redacted] the [redacted] - [redacted] said it was not a real letter it was a default that was sent. I said I want to cancel my order she said she couldn't - I asked to speak to a [redacted] and she informed that she would need a reason and phone number before a [redacted] would speak to me and that they would have to call me back. I asked again to cancel my order and she told me I would have to wait until I receive it which will be between 6-10 days. I asked for a tracking number and [redacted] said she could not supply that to me. Which told me that it had not been shipped. I"m a new customer and truly disgusted by the way this company has treated me. Not only have I not received my order, nor refunded the overnight amount now they won't let me cancel my order.edDesired Settlement: I feel that the company has held my money hostage and should not be allowed to do this to anyone else. I want all my money, and then they need to compensate the pain, suffering and anxiety that this has caused me and my family. If needed I will contact the Attorney General.

Business

Response:

[redacted] 10/**/14

This message is in response to complaint ID [redacted]. We

apologize for any inconvenience Tommie Copper may have caused you. During the

time your order was received and processed, Tommie Copper was undergoing a

fulfillment center change. During this change your order appeared to have been in

all the appropriate processing stages to ship, however, under a more intensive

investigation it was discovered that your order was not shipped but held by

our order management system.

On 9/**/2014, a full shipping refund of $24.50 was issued.

This refund can take between 2-5 business days to reflect on your statement.

All issues effecting Tommie Copper and its fulfillment processes have been resolved

and we kindly ask you to consider Tommie Copper in the future. Our records also

indicate that your order shipped 10/**/2014 and was delivered on 10/**/2014

with FedEx tracking number [redacted].

If you would like a full refund, we would be happy to issue

a prepaid postage label for you to send back your items. Once all of your items

are received, we can process your request for a full refund. Please be aware that your user

experience was a unique one and Tommie Copper has taken many measures to ensure

that similar situations do not occur in the future.

Again, our deepest apologies.

Sincerely,

Tommie Copper

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered 3 different products, one for myself-large black knee compression sleeve (2). I also ordered small black knee compression sleeve (2) for my elderly mom and crew sock black medium (2) for my elderly step dad. My parents would not try the product so I returned it not realizing there was a 30 day return policy. I asked for a special exception because I purchased hoping my parents would try them and they would not. I work a lot of hours...time elasped. My mom took ill and was in and out of the hospital, nursing home, and hospital before she passed November **, 2013. Last year was a difficult time for me and just now getting caught up with outstanding issues. This being one of them.

I ordered these products at the end of February 2013 and contacted them by email and returned the product in May. I work a lot of hours so not much extra time; with my mom's failing health: I could not think about anything else.

No company should keep someone's money without at least an exchange of a different product. These type of policies force people to spend their money with a company which may not turn out to be the best product for them. If they are a reputable company, they should be willing to provide me a least a product exchange. I am very angry about this!Desired Settlement: My most desired outcome is a refund for the products I returned.

Second acceptable outcome would be different product that I can use myself for the money I spent for my mom and dad.

Business

Response:

[redacted],

We understand your frustration but please understand that specific procedures are put in place to protect [redacted]. At this time we do not use the order processing system, credit card processor or fulfillment center that were used at the time of your order, because of this [redacted] has little information regarding your order. If you can provide proof in the form of a tracking number that your order was returned to our fulfillment center, we will issue a refund (less shipping) for your order. If you are unable to provide this information [redacted] will make a one time exception and offer you a store credit of $119.25 (order total less shipping). This credit will stand for 30 days from the day offered, no exceptions will be made. If you would like to use this credit please contact [redacted].

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have been on vacation and just going through my emails. I appreciate your help in this matter and I will send them a copy of my receipt. Thank you so much for helping me! I will keep you updated!

Thanks again for helping me with this problem.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted],

Please send the copy of your receipt to [redacted]. We will be able to take further action after the email is sent.

Thank you,

I recently used the knee compression sleeve size large while on my boat as there are stairs which I use all day long and have a lot of knee pain at the end of the day. I am attaching pictures of welts which arose on my leg after using all day and taking off in the evening. Also while riding bike. Thought your customers should be aware of this issue. I am not sensitive to elastic but maybe it is the plastic over the elastic.