Tommie Copper

Review: I ordered some products with expedite shipping of 2-4 business days from tommycopper.com on Fri, ** Nov **. First call to the company, * Dec **,was told that it hadn't shipped yet and it would in a couple of days. Second call to the company was today the [redacted] and first got a representative who was having issues and used the name "[redacted]" in vain so I hung up and decided to get my information from an online chat. She looked my order up and tried to tell me that it had shipped on the [redacted].I informed her that I called a couple of days ago and they had stated that it hadn't shipped so how does she show that it did on the [redacted]. She apologized for the confusion and they could "reship" my order. I also made a screen shot of this conversation. So while I was still online with her I dialed their customer care again, and a representative by the name of "[redacted]" stated that the order hadn't shipped because something was back ordered and it might go out today. I said that I wanted to cancel the order but meanwhile I wanted to speak to a supervisor. He stated it might be too late but he would call shipping and see if he could cancel it. He got back to me and said that it was too late and that it had shipped and when I asked for a tracking number and company he stated that it was USPS and he couldn't get a tracking number yet until they scan it upon movement. To me this means it hasn't shipped. I deal with a lot of companies and haven't had this kind of issue with something that if it has shipped haven't received a tracking number. If I paid for expedited shipping and it wasn't available to ship then they should have emailed me that my order would be delayed, which they didn't. They tried to tell me that it might have gone into my spam folder. I check my spam folder daily before I delete it and have not received an email about the delay. I feel like this company doesn't know the first thing about customer service and have been trained to lie to us and do whatever they can to keep a sale.Desired Settlement: I would like a full refund, product and shipping charges, and if it does really ship out today and I have to return it then I would like the shipping charges of me returning it refunded to me also. They also need to have better training for their customer care representatives and do whatever they have to do to make the "Customer" happy. To me they are shady and being taught that it is okay to lie to us and use nasty tactics to keep making money for this shady company.

Business

Response:

This letter is in response to complaint ID [redacted] placed by [redacted]. Order [redacted] was placed on 11.**.2013, the order was not shipped the following business day due to an out of stock item. Upon [redacted] inquiry the order had the appearance it would be shipped. On 12.*.13 at 10:40 am [redacted] spoke to a manager regarding canceling her order at which point the out of stock item was restocked and [redacted] order was composed and shipped on 12.*.13 at 10:30 am. On 12.*.13 the Tommie Copper Customer Relations team was notified the order had been shipped to the incorrect client. A refund for [redacted] was authorized on 12.*.13. On 12.*.13 a full refund ($142) was issued to the original form of payment.

The Customer Relations Management was able to determine this as an isolated event with the potential to reoccur. Since then management has taken corrective action to ensure this will never occur again. The customer service representatives are undergoing a retraining program to ensure they are giving the customer the most accurate information.

Do not hesitate to contact me if I can do anything to assist you in the future.

Thank you,

Director of Customer Service

Email correspondence between Customer Service manager and account manager at fulfillment center:

Review: I placed an order #[redacted] on August **, 2014 for 2 knee sleeves. On September *, 2014, I received an email informing my order has shipped, but when you click on the tracking link, no information is available. I called customer service this morning at approx. 10:08 to find out the status of my order. The representative informed me the items were on back order. I questioned why I was not informed of this, then requested a refund, so that I can purchase the items somewhere else. The representative placed me on hold for approx. 2 minutes, then came back on and informed me that my order is being shipped now, and she can not cancel it at this point. I asked the representative again for a refund and was given the same answer. She also informed me that I have to wait to receive the order, then return it in order to receive a refund. I then informed her I would be contacting the Revdex.com because no customer should be treated like this. Tommie Copper did not wait to take my money from my account when I placed this order. As of now, I still have not received any shipment information.Desired Settlement: I want a full refund.

Business

Response:

[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

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 do not accept their reasoning for not receiving my because I was given false information. If I had never contacted them again on Monday, nor the Revdex.com, I would still be waiting on items that were never coming. Yes, they have refunded me for my order. They need to treat their customers better. My issues are resolved now.

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

Sincerely,

Business

Response:

[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

Consumer

Response:

That is all that I was asking for; acknowledge their mistake, not act as if nothing happened.

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 purchased a back brace from them in Jan ** and it became defective in May ** and the only thing they can do for me is offer me a 20% discount on another one rather than replacing this one I have. The belt itself cost 66.67 and it didn't last more than 4 months. They say they back their products but I beg to differ. So basically they want me to spend another 52.80 on one that will probably do the same thing.Desired Settlement: Just replace the one that is defective.

Business

Response:

[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

Review: Order # [redacted]On 11-**-2014 I attempted to place an order for products from Tommie CopperAfter entering required information I submitted my order, I received an error message that my order was not authorized.I went back and re-entered my information again and submitted order and received a confirmation.Next day I checked card account and discovered that I had been charged 2 times for the products ordered. both entries were shown as pending. I made contact with Tommie Copper's customer service and was provided a few different answers.1.the duplicate order would be canceled and you should see a refund overnight.2. the duplicate order would be canceled and it may take up to 14 days for refund.3. this one is from today when I called the corporate office nothing we can do however you should see a refund within the next 24-48 hours.Desired Settlement: Not only do I want the refund expedited.I am refusing the shipment and want that refund expedited.One and done is my policy when it comes to this and I am done withTommie Copper

Business

Response:

[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

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:

[Your Answer Here]

I find the response from Tommie Copper amazing especially 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.As of this date no one has called me I have called and have only called from ###-###-####.Next if these calls are recorded then certainly the call where an employee who stated that the lifting of the duplicate authorization that would take up to 14 days is in file. that call took place 12/*/2014Again if calls are recorded the call on 12/* where I was informed that the second authorization would be lifted and the funds should appear in my account by [redacted] (today) Now here is a screen print as of today showing the duplicate pending hold by Tommie Copper and the payment processed that allowed shipping of their product.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] %

Business

Response:

[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.

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: Used a pair of knee compression sleeves for less than 6 months and they are falling apart. Material is shredding, latex band coming off. I called and they said they only warranty their products for 60 days. Tjhey also are making health claims i.e. sleeves for "recovery" but they claim their products are "clothing". If its clothing they are in violation of some federal laws because there are no tags showing the material content or where it was made.Desired Settlement: refund

Business

Response:

This is in response to complaint: [redacted]. [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

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 a Large crew performance shirt but my husband needs a Medium. Called the company and confirmed how to return for exchange. Sent shirt back with tracking; after two weeks and two phone calls I am still getting the same answer, we are working to get the new shirt out. I was told I should receive an email when the company receives my shirt back in house and another email when the new shirt has been sent. I didn't receive the receipt email but confirmed with an agent it was received. I was to receive an email when the shipment when out by 1/**/2015 but have not. I will be placing yet another call 1/**/2015 to determine when my product will be sent to me and advise of this complaint filing.Desired Settlement: Send me the shirt as the company has my money and my product.

Business

Response:

[redacted], We apologize for the delay in the process of your exchange request. On 1/**/2015 at 5:40pm EST your exchange order was created and sent to our fulfillment center to be processed. Your order is scheduled to be shipped Monday 1/**/15 at 2pm EST via [redacted]. For your inconvenience the shipment has been upgraded to the [redacted] two day delivery service. To track your order please reference the tracking number,“[redacted]”. Note tracking information will update within a business day of shipment.We thank you for your patience and hope you enjoy your Tommie Copper products. Sincerely,[redacted]

Review: This is what my daughter submitted to Tommy Copper for me and all that I have been through:I have a huge complaint! My mom called Tommy Copper and ordered several items on August **, 2014 by mail and paid $25.00 extra to have the order expedited. She was told by phone that it would arrive in 2-4 business days and she still has not received a thing yet (Sept. **, 2014). She paid a total of $400.00 and has made 6 phone calls over a month's period which resulted in the associate telling her it was never sent out every time. Yet the money was quickly taken from her bank account. On her last phone call(Sept. **, 2014) to Tommy Copper, she asked that the order be canceled and for your company to send out a refund. It was supposed to be a birthday gift for my brother last month, which is the reason for the expedited shipping, but now it just defeats the purpose. We are fed up with your company and all the lies from your associates telling her each phone call she made, that it would be sent out right away. We want our refund immediately!!!! I am ready to take this to the Revdex.com. The order was under [redacted] in Del Rio, Texas [redacted]. We were also told, BY YOUR CUSTOMER SERVICE PERSONEL, that you have several unsatisfied customers who are experiencing the same issues we are. Please let me know what you are going to do to fix this and how much longer she has to wait to get her money back!Revdex.com, Please help me. That is a lot of money to take as a loss.Desired Settlement: I would like a full refund for the order from Tommy Copper that I never received. It is in the amount of $400.00. I also think Tommy Copper should be under investigation for fraud.

Business

Response:

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