Twins Special

Review: On Nov 17th, 2013 I place an order with the company Twin Special. I order silver head gear item number HGL2SilM and purple boxing gloves item number BGLL1Pur. After the first week of waiting I called the company around Nov 25 or 26 asking when my equipment would ship and was told it would take another 2 weeks do to the nature of the product. I waited another 2 weeks and called again around Dec 11th. I was told that they were waiting on a shipment but that it should be in before Christmas. After another week of waiting I called again around Dec 20th this time I talked to Manager [redacted] who promised my stuff would be in before christmas and gave me a 10% refund on my order. Christmas came and went so I called again around Dec 30th. I was told there was a delay in the shipment and that my order would be filled within the first week or so of January. At this point I asked again to talk to a manager. I was not only upset about the delay in my order but the lack of service in being notified of such delays. The manager was not in but I was promised he would call me back. He never did after about a day and a half of waiting so I called again. I was promised again that a manager would call me later. Later that night Jan 2 manager [redacted] called me apologizing for the delay, gave me another 10% refund on my order, and promising that my equipment would ship by friday. I waited another week to again receive no notice of my products shipping. I called again around Jan 13 talking to Manager [redacted] who apologized again and told me within 10 day I should receive notice of my products shipping. I waited... It has now been close to 20 day since that last phone call. I have yet to receive any notice on why my products have still not shipped and after calling the company multiple times at different times a day can receive no answer.Desired Settlement: I have now waited over 11 weeks on my order. I can not afford to wait any longer on the gear I have order and would like a full refund. I have been more than patient with the company but they have failed to come through on every deadline they have set for my order and I can not continue to wait around.

Review: On 6/9/14, I ordered a pair of King 10 oz yellow-black-red Thai boxing gloves for $71.40 plus shipping ($18.12). My bank account was debited and I received an email regarding the transaction the following day. There was no shipping information aside from the cost and the color of gloves in the confirmation was wrong (i.e., yellow-white-yellow). I made multiple attempts to contact them via phone but received no response. On 6/16/14 I sent an email and made a phone call regarding my order but mentioned this time that I had found multiple complaints to the Revdex.com. Only then did I get a response both via phone and email. A brief message was left on my phone apologizing about the trouble with the order/communication. The email response from "[redacted]" indicated they were out of the color I ordered but expected more from the factory in 3 to 4 weeks. He indicated they did have my desired glove in a different color. I sent an email back asking for a picture of that glove but received no response. Multiple emails and phone calls well into to July have gone unanswered. My most recent phone calls/emails have requested that I my order be cancelled and I be refunded immediately. Per their website "Customer Service" page cancellation is listed as an option for items on back order. I understand the difficulties with back orders but the lack of communication from this business is totally unreasonable. I was able to get the desired product from a different company in just 3 days. The other company's website had the number of items they had in stock and the staff was easily accessible via phone and/or email. At the very least Twins Special (San Diego, CA) could update their website regarding what is and isn't in stock so consumers are not duped into thinking they actually have the items. This is not fair to the consumer and appears negligent.Desired Settlement: I need my money back ASAP.

Review: I have an email from this company from May saying they admit their fault from a year previous and will send a cheque for 146$--- we are still waitingDesired Settlement: an apology and the money and perhaps a pair of gloves to keep me from defaming them to others....please

Review: I ordered a pair gloves before Christmas for a present. The gloves showed in stock. I called after never receiving shipping info. It took me over two weeks to get a hold of a company representative. I have been told my gloves will be shipped in two weeks well its five months now and I have lost any trust in what they tell me. When ever I would get a hold of them I would be given a discount but any more discounts and they will have to pay me for the gloves. I understand order delay issues but with no follow up and almost impossible to contact for an update. I am very disappointing in the lack of service. I am filing this because I have noticed to get results you must file a complaint with the Revdex.com.Desired Settlement: I want my order delivered next week and a explanation of why this happened. I love twins products and I want to buy more but I am scared to order anything else after all the problems lately posted on the Revdex.com.

Business

Response:

We are happy to report that this customer's items were delivered to her on April 11th. We understand from messages we have received that the customer wishes to order another item, and she hoped to add that item in with this shipment to save on shipping costs. However, as soon as the items for her old order became available at our warehouse, our shipping department automatically packed the order up and shipped it out for her.

As a courtesy, we will be happy to apply free shipping (for a package of up to 15lbs) to her new order, so she will not incur extra shipping costs. We have sent an email to her explaining this, and will do our best to work with her to make sure her new order gets shipped out this week.

Best Regards

Twins Special Staff

Review: On April 16, 2014, I ordered two pairs of boxing gloves online from the Twins Special Website. My order number is [redacted] and I received an email receipt and order confirmation. My credit card was charged for the full amount on April 18, 2014. To date I have not received the items I ordered. I have called and left FIVE messages over the last few months, and have not received a return call. I have attempted to get through to a person by selecting different departments but am unable to do anything other than leave a message.Desired Settlement: I would like my gloves delivered or a full refund of the purchase price.

Review: I placed an order for a pair of shin guards from this company on 8/20/2014. My account was immediately deducted for the transaction, and I received an order confirmation via email. I have made multiple attempts through phone calls and emails to contact customer service, and even the sales department to find out an estimated ship date for my order. I have received no response to these attempts.Desired Settlement: I would appreciate a return phone call to discuss my order. I need this product in a timely manner; if that is not possible, then I will need a refund. The company should be more transparent about the length of time it takes to fulfill orders, this is something that would have affected my decision on whether or not to order from this company.

Review: We place an order through Twins special.com. My husband order a shin guard and a glove that is not in stock so it have to be hand made. We call after 5 weeks later just to check the status of the order but everytime when we call we get the company voicemail. We left quite a few till two and a half weeks later Chris (the manager for customer service) called and explained that it will take another four more weeks for the products to come through. After all of the inconvenience Chris offer us 15% off on other products. We didn't want to get anything other then our products so we didn't get anything. So, we waited and when four and a half weeks came by still got nothing so we gave Chris another called and he said it'll take another 4 weeks n he'll give us 20% off on other products. We just wanted our products that's all. After several weeks I'm not able to get through and or leave messages because their voicemail is ALWAYS FULL. So from August 1st till now, ws fot no communication from the business and have not gotten our products at all.Desired Settlement: We would like our refund of $180. If the business is having problems with the warehouse making the products they should of called us but instead they hide and avoid from us.

Review: On March 4th, 2014, I had been looking for a pair of purple boxing gloves for my girlfriend. In finding that TWINS Special had many pairs of them, I checked their online store. After ordering the pair that I wanted (Order # [redacted]), I got an order confirmation email telling me the details of the order, and the money (totaling out to $71.52 after shipping, which was USPS Priority) had been taken out of my account immediately. The email said that I would shortly be receiving a shipping confirmation with a tracker number regarding my shipment. I have not received any shipping confirmations still after ten days. I have called numerous times during their office business hours and left three voice mails with no call backs. I have called the customer support phone, the sales phone, and the phone for the next available representative and nobody has ever answered once. I have also sent two emails regarding my shipment, one on the website and one to their email. I have not received any emails or calls. I'm reaching the deadline for what I wanted the gloves for and after research I have found many people are having the same problems as me. I would have really appreciated any calls or emails back about my shipment so I could at least plan accordingly to how they were going to take to get here. I'm hoping that Revdex.com is my last stop so I do not have to take further action upon this.Desired Settlement: I expect every last bit of action for my dispute, because the passing of expected day of arrival is non refundable, nor is the stress and oblivion of a package I prematurely paid for. I would like some sort of call regarding this issue, and an estimated time of arrival so I can judge if I would like to wait for my package, of if to receive my refund.

Business

Response:

Thank your for contacting us regarding this matter. We are happy to report that we were able to connect with the customer and address his concerns, upgrading his order from the out-of-stock pair of $59 single color, purple boxing gloves to a pair of $80 dual-color purple boxing gloves with a black palm that we are expecting in a shipment from our factory this week. This is a savings of $21 for the customer and will make it possible for us to ship the customer his gloves much sooner. We thank the customer for his patience.

Best Regards

Twins Special Staff

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. In the future I would hope that TWINS Special would do a better job at addressing their customer service, and although I am happy with the resolution, I will not be shopping with TWINS Special again.

Regards,

Review: I placed an order with this company via their website on December 23, 2013. My credit card was charged for the order in the amount of $153.12 for a pair of "10oz., twins white boxing gloves - premium leather w/velcro and twins competition shin guards - premium leather, white, small". I have called and left several messages for them requesting information on my order but have yet to get a call back. On January 17, 2014 and February 27, 2014 I sent emails requesting information of when my order would ship or if they even intended on sending me the order and have not received so much as an emailed response. I have called their customer service line, every day over the last 2 weeks and no one has answered the phone.Desired Settlement: I want a full refund issued immediately.

Business

Response:

Thank you for contacting us regarding this customer matter. We attempted to reach the customer both by phone and by email and eventually connected by email. We are happy to report we have reached a solution that seems acceptable to the customer. We are issuing her a check in the amount of $34 (a 25% discount off the cost of her items), and have found suitable items in an incoming inventory shipment that we will be able to use to fill her order. The shipment is in-route from the factory in Thailand to America, having just made a stop in Shanghai. It is expected to arrive at our warehouse this week. We wish the customer all the best.

Regarding any difficulty the customer has experienced in reaching our staff, we apologize. We have recently installed a new phone system and have added new members to our customer support team to better handle the volume of sales and customer service calls we are receiving. We believe this is helping us to address customer concerns more rapidly, and clear up any backlog of communication.

Best Regards

Twins Special Staff

Review: I placed an order for some mauy thai boxing gloves and hand wraps last week. They took the money out of my account and never gave me a confirmation on my order to when it will be shipped. Then I tried to call but no one answers, I left a voicemail and a message and even email no response. I would like to just get my money back and get my product somewhere eles.Desired Settlement: I would just like to get a refund or send out my product within the week

Business

Response:

We are happy to report the customer's order is now being shipped as requested via UPS Ground. We apologize that the customer was unable to reach us in the past week to verify the status of his order.

It took a bit of extra time to fill this customer's order because the items had to be drawn from a large incoming shipment that arrived at our warehouse on April 2nd. Because of the size of this shipment from Thailand, it took several days for our warehouse staff to verify the contents of the shipment before separating out individual customers' orders. During the past week, things have been very busy here, as customer support had been making many outgoing calls and emails in addition to handling incoming communications, and our warehouse staff has been working overtime to fill customers' orders as rapidly as possible.

We thank the customer for his patience, and if there is anything else we can do for him, he is welcome to contact us.

Best Regards

Twins Special Staff

Review: I ordered gloves and shin pads from the company Twins Special, online. My card was charged and I received a email that the order was received, but it has never been shipped. I emailed the company to find out what the hold up was and never got any response. I have called the company several times to no avail either. The sales and customer service department has never answered a single call. I have called several times at different times of the day and nothing.Desired Settlement: I would like to get the things that I ordered and paid for, as soon as possible or a refund to order the products elsewhere. I am very dissatisfied with this company and how I was handled as a customer. Those items were needed in a timely manner for a fighter preparing for a scheduled event. The products never arriving were a great setback.

Review: On July 5th 2014 I placed an order (order # [redacted]) with Twins Special for a pair of 10 oz premium leather silver boxing gloves. The order was sent out and during the shipping process UPS admits to losing the package despite the fact that it shows as being signed for by an employee of my apartment complex office. The apartment complex that I live in always writes down when packages come in and even though the tracking number shows it was delivered and signed for, the apartment manager guarantees that nothing arrived for me. After spending several days researching the problem, local UPS manager Delane told me the package was indeed lost and they would take care of replacing the items at their expense. He asked me to contact the company and have them resend it to me and place a "tracer" on the package so UPS could pay for the item. I have called Twins Special nine times and emailed them once. I left several messages and have gotten absolutley no response. I have asked UPS to contact them but UPS claims it is not their policy to contact the company and that in most cases a company is more than happy to reship in cases such as this. This is a very simple matter to resolve but Twins Special has not made any attempt to help me resolve this matter despite several attempts to contact them. All I want is to receive the gloves I paid for and never received.Desired Settlement: As I stated previously, UPS has agreed to pay to replace the missing gloves providing I get ahold of Twins Special and get them to reship. I was told to place a tracer on the package and that the shipper would understand that this is to be done so that UPS can pay for the gloves that they misplaced. Again the order number was AB-5065 and was for item BGLL 1 Silver Twins Boxing Gloves Premium Leather w/Laceup.

Review: I purchased [redacted]- Blue Twins Special Tribal Dragon Muay Thai Pad w/ Velcro- Blue on November 7th, 2013 for $131.80 from Twins. They told me that the deliver would be delayed 3 weeks because of shipping from the factory overseas. Starting midway through December I've called and emailed several times asking the status of the delivery. Eventually I asked to be refunded the price I paid for the pads as I did not want them anymore. After talking with them the initial time informing me it would be delayed I have not heard back from them on my multiple attempts to contact them.Desired Settlement: I would like to be refunded for my purchase. Please have them not send the pads either.

Business

Response:

It appears that our customer support team was in communication with Mr. [redacted] several times by phone and by email since the initial Revdex.com complaint was made, and seemed to have found a solution satisfactory to Mr. [redacted], but our team failed to report this to the Revdex.com. We are sorry this message did not reach you sooner.

Review: In December 2013 I placed an order for a pair of boxing gloves form the company as a Christmas gift. After a few weeks and not receiving any notification of shipment from the company I placed a call and received a return call regarding a status update which I was told they were receiving a shipment from their supplier within the next few days and possibly my item would be in that delivery. They stated that they would try hard to get the item to me prior to Christmas. The items were not delivered by Christmas and a few weeks passed by and I began calling, 4 attempts, and emailing, once, the company for a status update on the order. It has been 6 weeks of attempting to contact the company with no response. The company charges your method of payment at time of order and states that they will notify you if an item is on back-order. With this length of time from placing the order and the fact that they did not have it in stock, waiting for their supplier to ship from Thailand, this should have been a back-order situation. Due to not receiving the item ordered or any communication other then the initial contact I will not be doing any business with this company in the future. They have left me with the feeling that they do not care for their customers and their satisfaction. This may be one of the worst customer service I have ever experienced.Desired Settlement: I would like a full refund for the order I placed with the company.

Business

Response:

Thank you for contacting us about this customer concern. We are sorry we were unable to do more to help the customer in this case, due to unfortunate delays at the factory. With respect to the customer's difficulty in reaching our customer support team, we also apologize, but would like to note that we have recently added new team members to customer support to handle the increased volume of sales and customer service communication.

Prior to cancelling the customer's order, a customer support manager reached out by telephone to contact the customer, and offered the customer 25% off the cost of the items in his order due to the inconvenience he experienced. Upon learning that the customer no longer had need of the gloves, the customer support manager agreed to cancel and refund the order, but in doing so, also made a note in our system so that the customer could call at a later date to claim a discount on a future order. We wish the customer all the best.

Sincerely

Twins Special Staff

Review: I ordered a pair of gloves on 10/25/2013. The estimated time for delivery was 6-8 weeks. It has not been about 5 months and I had not heard from this company. I asked what the status of my order was on 02/24/2014 it was still listed as NEW (as the previous order from them went from NEW to PROCESSING to SHIPPING). I got a voice message saying they would process this shorty and that a representative would call me back in 24-48 hours. No one called me back so I emailed their billing and sales dept on 03/4/2014/ and 03/12/2014 to cancel my order and refund the $85.32 that they had billed my debit card on 10/28/2013. No one has contacted me since then nor has the item been processed or shipped. I just want my money back. [redacted] TWINS SPECITWINS SPECIAL[redacted] CA [redacted]Desired Settlement: I want my money refunded as they have not only failed to provide me with the item I wanted but have failed to return my phone calls and emails. This is just borderline on theft at this point.

Business

Response:

Thank you for contacting us regarding this matter. This week, we were able to contact the customer and address his concerns. We have applied a 20% discount to the items in his current order, which will be issued to him in the form of a refund check, and we have upgraded the shipping for his order from ground shipping to Priority Mail.

We expect to be able to ship his items next week, and if the customer should have any additional concerns, he has been given the name and extension of the manager he spoke with. He is also welcome to speak with any member of customer support.

We apologize for any inconvenience the customer experienced. We would like to note that we have recently upgraded our phone system and added new team members in customer support. We believe these steps are helping us to address customer concerns more rapidly and clear up any backlog of communication.

As an additional courtesy, the customer support manager left a note in connection with the customer's order, so that the customer can call in, reference the old order, and receive a discount of up to 20% off in-stock items in his next order.

Best Regards

Twins Special Staff

Review: I made an online purchase on January 15, 2014. The order has not been received. I was verbally told over the phone that it would arrive around Mid March. I have left many phone and email messages and have not received a response.Desired Settlement: I would like my money refunded to me.

Review: On 10/11/2013 I made an order for $433.79 for a few different products, after numerous attempts to get in contact with them, I was finally able to talk to a gentleman [redacted] on nov. 20, who apologized, and explained they had a few issues with their supplier, but assured me the new shipment would be coming for december, and that he would send a note to their shipping department to make sure I was one of the very first customers to get the products delivered to. He also offered a 15% discount on my next order to make up for the inconvenience. I was happy with that, and waited. December came, and nothing. Spoke to them again, and asked for a full refund, they asked for one last chance etc. etc. so I agreed, as they said the goods would be shipped immediately. waited two weeks, and surprise! nothing came. Since then I have send emails, made over 200 calls (it just became part of my daily routine) to be hung up on, as soon as I mention the issue, or no pick up at all...

To me this is not a shipping issue anymore, this is straight up fraud and theft.Desired Settlement: I would like a FULL REFUND immediately, after 8 months, there is no excuse, or explanation or different resolution that I will take.

Review: I purchased a product from Twins Special on 01/31/2014 for a total amount of $86.18. On 03/13/2014, I posted a message on the company's website requesting the status of my purchase. I did not receive a response to this request. I later (I think in May 2014) called the company and left a voice message with customer service. A few days later I received a phone call from a customer representative saying that the product I ordered was no longer in stock and the product was being shipped from Thailand. It is now 08/05/2014 and I still have not received my order. In the past 10 days, I have called customer service 3 times and emailed them 1 time and have not received a response. Each time I call, my call is forwarded to voice mail.Desired Settlement: I would like the entire amount of the purchase, $86.18 refunded to my credit card.

Review: This company charges my credit card for $94 for a pair of martial arts gloves and failed to deliver. Furthermore they do not answer their phones or respond to repeated email inquires. After many, many failed attempts to obtain the product I bought, or a refund for my money I have had to file a credit card dispute.Desired Settlement: I need a refund or the merchandise within the next few days. This has gone on long enough and they do not care.

Business

Response:

Thank you for contacting us about this customer concern. Seven days ago, we refunded the customer as requested. We are sorry that we were unable to do more to help this customer, as the items they wanted were delayed at the factory in Thailand.

Regarding the customer's complaint about being unable to reach customer support, we have recently added new members to our customer support team to help address the increased volume of sales and customer service communication we are receiving. We are also in the process of upgrading our phone system.

Best Regards

Twins Special Staff

Review: On December 18th I placed an order for an item, by mid January we still had not received the item so we started attempting to contact Twins. After several calls finally someone called back stating that due to the color ordered it was a special order item from the factory in Thailand and it should be available with in a couple of weeks. Mid February still no product so attempted to call Twins again after several voicemails not being returned I finally sent an email message through the website threatening to contact the Revdex.com. That night a Twins customer service manager called us, after several minutes of him trying to explain that this was a rare thing and that with the holidays the factory was holding things up. He offered a discount on the item purchased and on a future order, after some discussion we came to an agreement of a free item that was in stock that he said would be shipped the next day. In addition due to our son wanting the full gear we added to the order 2 more items, mostly due to the CSR assurance that this type of delivery issue was rare. In the email showing all the items on the order he did state that the other 2 items were special order from Thailand and would take approximately 4 weeks. After waiting a week and no delivery of any item I called back and found that the free item was never shipped. They expressed the free item to us that we did receive 2 days after this contact. Now we are well past the 4 weeks of second order and 14 weeks out from the original order with no delivery of any item other than the free item. Attempted to contact via phone on 3/28, 3/31, 4/1, and 4/2. Each day we called numerous times through out the day and left a voicemail at least once a day with clear information regarding order number and best contact. No attempt has been made by Twins to call us back. The most frustrating part of this is the lack of concern from the business to address our concerns as to where the items are. Even a phone call or email would have been sufficient to prevent us from getting to this point.Desired Settlement: Due to the fact we chose to order with this company and not their competitor for my sons gear we are now several months in waiting for the items. If we cancel this order and go to a different company for similar items we are then having to start over waiting for a special order item. All we want is for this business to honor the purchase agreement. They took our money immediately upon purchase of said items but have failed to provide us with the product, and have failed to even attempt passable customer service in our pursuit of answers as to why this is taking so long. Unfortunately for us we did not come to the Revdex.com website before ordering these items otherwise we would have realized that this was a common practice for them.

End result we want our product delivered in a timely fashion and would like to have our order discounted due to the absolute disaster that this whole process has been. We have been lied to about the expected delivery of our items and ignored by the business when they failed to meet the given deadlines by them.

Business

Response:

Thank you for contacting us about this customer concern. As the customer noted in their complaint, we did send them a valuable pair of yellow premium leather boxing gloves for their use, with the understanding that they would keep their order with us. We regret being unable to do more to help this customer, as the items

they originally requested have not yet come from our factory.

In the final outcome of this case, taking a variety of considerations into account, a senior manager approved a full refund for the customer, so that the boxing gloves we had sent to them previously were in effect, a "free" item, with zero shipping charge. This exceeds our standard customer service policies, but we were happy to be able to help the customer somehow. A check for the paid balance has been issued.

Should the customer have any additional questions or needs, they are welcome to call or email us.

Best Regards

Twins Special Staff