Twins Special

Review: Purchased product: [redacted] Twins Dragon Boxing Gloves- Premium Leather on 2/2/2014. Nothing was ever shipped and no one at the company will respond to my calls.Desired Settlement: I would like my card refunded and I no longer wish to do business with this company

Business

Response:

Thank you for contacting us about this customer concern. We were able to connect with the customer, and resolve her problem in a positive manner, by adding a second pair of $82 Dragon gloves to her order at no additional charge. Originally the customer ordered 1 pair of black-silver Dragon boxing gloves, and we upgraded her order to include both a black-silver pair and a white-gold pair. The customer seemed happy about this.

Best Regards

Twins Special Staff

Review: I ordered a pair of purple shin muay thai shin guards for my girlfriend on March 3,2014 and the told me it would take up 4 weeks for them to be delivered. It has now been almost 8 weeks and I have not received the shin guard. Between my girlfriend and I we have now called more than 6 times, left 4 voice mails to no response. There were supposed to be a surprise birthday girl, and that was nearly a month ago.

Date Ordered: 3/7/2014

Order Number:: AB-4324

Item ID ITEMS PRICE QTY TOTAL

SGL2PurS Twins Classic Shin Guards- Premium Leather

Color: Purple

Size: Small $65.00 1 $65.00

Subtotal: $65.00

Discount(s): $0.00

Taxes:

$0.00

Shipping:

$18.22

TOTAL: $83.22Desired Settlement: I want my time in the next week or else an immediate refund!!

Business

Response:

Thanks for contacting us regarding this customer concern. We were able to connect with the customer and agreed to overnight ship a pair of purple shinguards to her (at no additional charge, although the customer originally paid for ground shipping), and add in a pair of $46 bag gloves to her order at no additional charge. The customer seemed happy about this.

Best Regards

Twins Special Staff

Review: I placed an order with Twins Special on January 13, 2014. and they have not sent the product I ordered. Before placing the product I e-mailed them to make sure the product was in stock and I received an email confirming this. After the order was placed, I have tried e-mailing them, calling them, and sending them messages on their facebook page but I have not received an answer.

At this point I don't want to receive the product, I would like them to refund my money in my account.Desired Settlement: A full refund on my debit card account.

Business

Response:

Thank you for contacting us regarding this customer complaint. We regret being unable to fill this customer's order in the timeframe he needed due to factory production delays. We have agreed to refund the customer the amount of $99.90. We have also placed a note in our system so that the customer may receive an upfront discount of up to 20% off in-stock items in his next order. We wish the customer all the best and apologize for any inconvenience the customer has experienced.

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

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: I placed an online order with twinsspecial.com on 4/24/14. I ordered one pair of "Twins Muay Thai Pad w/ Velcro" (item ID: KPL2, color: brown, size: medium) in the amount of $99. The total cost of my purchase with tax and shipping that was charged immediately to my card was $121.41. After more than three months and still not receiving my order, I began calling the number listed on their website. I have called numerous times and left two messages with my name, order number ([redacted]), and contact information. They never answered their phone and never returned my call. Additionally, I sent them an e-mail (through their web system to make sure that they received it) on 9/30/14, stating: "I placed this order over 5 months ago and have still not received my Thai pads. Please send them out as soon as possible!". I never received a response. It has now been almost 7 months and I never received my order.

Additionally, about a week after I placed the order, my bank called me to let me know my card was being charged from a random marketing company. I suspect it was twinsspecial because I had not used my card for any other online retailer. I had to cancel my credit card.Desired Settlement: I want the product that I ordered as soon as possible.

Review: Placed and order on January 20th 2014, June 3rd of 2014 still haven't received my product. No one answer phone or emails to explain the nature of this outrageous delay. sDesired Settlement: Receive a phone call ASAP to get an explanation for this delay, get some kind of compensation on top of the products ordered.

Review: I purchased Order [redacted] on 18-Mar-2014. I attempted to contact Twins Special multiple times between 24-Mar through 26-Mar. I received an answering machine at every extension, including sales and customer service. I also completed a contact form provided on their website. I didn't receive a response until I continuously attempted to contact them on 26-Mar. I was advised that my order would be received on 1-Apr and no later than 2-Apr. I have yet to receive my order and continue to receive the answering machine. I left multiple messages with no response.Desired Settlement: I'd like an immediate refund for the paid product that I have not received.

Business

Response:

We are happy to report that we were able to connect with this customer and resolve his concerns. Based on inventory that arrived recently, we were able to fill his order, and as a courtesy due to the difficulty he experienced reaching us, we gave him a $20 discount off the cost of his order. The package is being shipped to him via UPS.

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.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I previously file a complaint: "I purchased Order [redacted] on 18-Mar-2014. I attempted to contact Twins Special multiple times between 24-Mar through 26-Mar. I received an answering machine at every extension, including sales and customer service. I also completed a contact form provided on their website. I didn't receive a response until I continuously attempted to contact them on 26-Mar. I was advised that my order would be received on 1-Apr and no later than 2-Apr. I have yet to receive my order and continue to receive the answering machine. I left multiple messages with no response." The following is the retailer's response: "We are happy to report that we were able to connect with this customer and resolve his concerns. Based on inventory that arrived recently, we were able to fill his order, and as a courtesy due to the difficulty he experienced reaching us, we gave him a $20 discount off the cost of his order. The package is being shipped to him via UPS." Best Regards Twins Special Staff I was advised that I would receive the agreed upon $20.00 refund check no later than 10-business days. It's been 3-wks. and I have yet to receive the check.

I would like to promised refund check.

Regards,

Business

Response:

Based on this information from the customer, we have asked our accounting department to cancel any check previously mailed, and send a new check to him within the next week. This should resolve the matter.

Best Regards

Twins Special Staff

Review: Online I purchased a pair of boxing gloves on November 9, 2013. They were supposed to be a Christmas gift for my boyfriend. I was told I would receive them before that time and that did not happen. I had to go out of my way and spend money I do not have to buy a new Xmas gift. I was told I would have them in the first week of January and that also did not happen. They then turned into a birthday gift for my boyfriend. They didn't come in time for that day either. I had to again go buy another gift with money I do not have. Everyone I questioned the reason why I did not have the gloves there was always a different reason why. They always had a different excuse as to why they aren't getting to me. At that point I thought something is really wrong. It is now almost the beginning of March and the company has stopped answering my calls when they see my phone number on the caller id. (I know they have caller id because the customer service man told me they do). I've left several messages and they have no responded to them. I've sent an email- did not get a reply. They are extremely unprofessional and it should not take 4 months for an item to get from San Diego to San Pedro.Desired Settlement: I honestly feel like twins special is not a legit business after everything I've been through with them. After all this trouble and hassle they have caused me and money I've spent to replace gifts I feel like the gloves should be free at this point.

Business

Response:

Thank you for contacting us about this customer concern. We regret being unable to do more for the customer due to unfortunate delays from the factory in Thailand. (The delay was not between San Diego and San Pedro but between Thailand and San Diego.)

Regarding the customer's complaint about being unable to reach our customer support team, we certainly make every effort respond to calls as they come in and to return voicemails left by customers, and apologize if the customer had any difficulty. We have recently added members to our customer support team and are in the process of upgrading our phone system to handle the increased volume of sales and customer service communication we are experiencing.

To review the details of this case:

The customer originally paid a total of $98.33, including $11.83 for shipping and $6.40 for California sales tax.

Prior to filing this complaint, the customer received three refund amounts from customer service, totalling $41, for an $80 item (a 51% savings).

We share the customer's frustration that this order did not come from the factory on schedule, but we cannot give her these gloves for free, as she suggests. Even if this were possible, we must still wait for the factory to deliver them.

Therefore, we have refunded her the amount the balance of her order- $57.33

Should the customer have any other equipment needs, she is welcome to contact us to check item availability, and reference this cancelled order to receive a discount of up to 25% on the items in her next order.

Best Regards

Twins Special Staff

Review: On August 1st, 2013 I placed an order for TWINS DRAGON BOXING GLOVES- PREMIUM LEATHER with glove inserts. Order number **-[redacted]. I waited two weeks for confirmation that the order was received and shipped but received no confirmation. I called several times and only got a recording. I left a message for my call to be returned, but no call. I finally was able to reach someone and was told the items were not in stock and were still "being manufactured". I asked for a refund and was told that the person on the phone "was not permitted to give refunds" and would have to have a supervisor call me. I was told that I would be placed on "highest priority" and would be called that evening or the next morning. It has been several days and no call. I called again but cannot reach anyone. I have left another message, but no response. I would like my order immediately refunded in full with tax and shipping costs. This is a total of $113.15.Desired Settlement: Immediate full refund of items plus tax and shipping. $113.15 total

Business

Response:

To Whom It May Concern,

In response to the customer's call to request a refund, a manager did attempt to call back on August 20th at 5:51 pm, and a voicemail was left. The intent on the part of our customer service manager was to review the case with the customer and offer options including, a full refund, a discount if she wanted to wait for the out-of-stock items, or a range of possible substitute options of equal or greater value.

We apologize for any inconvenience the customer has experienced. We have refunded the transaction as requested.

Normally it takes 3-5 business days for a refund to appear in a customer's bank account.

We have a wide variety of products in stock, and would be happy to offer the customer a discount of 15% off any in-stock items if she calls in and references her cancelled order. In-stock items typically ship within 24-48 hours. The delay experienced by the customer in this case is due to the fact that the requested items had to be special-ordered from our factory in Thailand.

Thank you for contacting us about this concern.

Best Regards,

Twins Special Staff

Consumer

Response:

I received a call from the business after filing the complaint with Revdex.com. I have reviewed the response made by the business in reference to complaint ID [redacted]. I received a full refund as requested from the business and consider this matter resolved.

Regards,

Review: I ordered some goods from Twins Special on June 6th 2014 and I still have not received them yet. I've emailed them and I haven't received a response. I've called multiple times and left multiple messages and they still haven't given me the courtesy of a reply. My order number is [redacted]Desired Settlement: I just want my items as promised, as soon as possible.

Review: I ordered a pair of their light blue velcro gloves and a pair of hand wraps. They charged my credit card immediately after the purchase(which was forever ago), but never sent me my gear. They have only called me back one time and told me multiple different stories of what had happened to the gear I ordered. They told me my gear would be at my house by the end of March, and I never received them. I never even received a confirmation e-mail from them, and they are by far the most unresponsive company I have ever dealt with. I have called and e-mailed them dozens of times, and they never respond. THEY HAVE THE WORST CUSTOMER SERVICE I HAVE EVER HAD TO DEAL WITH.Desired Settlement: Delivery of Order Immediately, Discount on Order, Any Sort of Response.

Business

Response:

We are happy to report that on April 9th, the same day we received notice of this Revdex.com complaint, we were able to connect with the customer and find a suitable solution for him, switching his $70 gloves to a more expensive $80 model that was in-stock, and adding an extra pair of $14 handwraps to his order, all at no additional charge to the customer. The order was then shipped on the same day. According to USPS Priority Mail tracking information, the items were delivered to the customer on April 12th.

Review: I have ordered a product from the business on 02/23/2014 valued at $47.44. I called in the beginning of March to request a status update on the product and when it would be shipped. I got one return phone call saying it would ship at the end of the month of March. As of 04/05/2014 it has no shipped out. I have placed several phone calls to the business on both phone numbers provided and left voice messages in regards to my order. I have also written emails in regards to the order and have not had a single phone call or email returned to me. This is not the first time I have run into this problem with Twins. I ordered a par of gloves from them that shipped out one month after the date of order after I called several times. They upgraded the shipping for me as a "courtesy" at the time.Desired Settlement: At this point I would just like a full refund of the product. The card I used is unfortunately expired but would like an immediate refund. I talked to a friend today who has also run into the same problem and is still waiting on a refund from Twins due to his card expiring. He also had to contact the Revdex.com to resolve the issue with them.

Business

Response:

We are happy to report that the customer's items were shipped to him via USPS Priority Mail last week prior to receipt of this complaint. We were in contact with the customer on the day that the items shipped, and again yesterday, and he seemed satisfied with the outcome.

However, as a courtesy because of the inconvenience he has experienced, we would like to offer him a discount of up to 15% off all in-stock items in his next order. He only needs to contact us and reference this order [redacted]

The items in this this customer's order were part of a delayed inventory shipment from Thailand that arrived at our warehouse on April 2nd. Because this was a large shipment, it took several days for our warehouse staff to verify the contents of the shipment before separating out individual customers' orders. According to our records, tracking info was generated for this order on Tuesday, April 8th, and the package went to our shipping agent. We contacted the customer by phone and by email at that time to let him know the good news. The notification of this Revdex.com complaint did not reach us until the next day, April 9th.

Best Regards

Twins Special Staff

Review: I ordered merchandise from Twins Special in the middle of December 2013. It is now the first week of March 2014 and I still have not received the product that I paid for. I contacted Twins Special over the phone on February 11 and was assured that I should receive the shipping tracking number in 7 to 10 business days and Twins Special would upgrade my order to 2-Day shipping. I have tried contacting Twins Special at the same phone several times and have left 3 different voice messages asking for an update on my product. None of my messages were returned.Desired Settlement: I just want my merchandise delivered and a discount for the headache this has caused.

Business

Response:

Thank you for contacting us regarding this customer concern. This week we were able to contact the customer, and applied a $23 discount to his order. We expect to be able to ship the customer's items to him soon. Should the customer have any additional questions or concerns, he is welcome to contact us.

Regarding the difficulty the customer has experienced reaching our staff, we have recently added new members to our team and are in the process of upgrading our phone system to better address the increased amount of sales and customer service communication we are handling.

Best Regards

Twins Special Staff

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Greetings,

I made an order 4-11-14 and till this day I have not received it. Ive made several calls to all the extensions they have available on their call center customer support menu options and I always get the same ending, a stupid elevator son and '' your call is important to us, right now were are not available' but if you leave your name...bla bla boa. I"ve left messages of all sorts. The thing that pisses me off is that I was billed and the payment was made and it was removed from my major credit card. I just want my [redacted] money back. Please do not order from TwinsSpecial.com they have terrible customer service.

Review: I placed an order on March 13th 2014. It is now May 6th 2014. Order number [redacted]. My credit card was charged without a confirmation email saying the product was shipped. I feel this is unprofessional for any business. My first phone call to them was March 22nd 2014. I left a message and my call was returned the following day. The costumer service representative stated they were having problems at their factory in Thailand. They said I would receive my product Mid April. After no products delivered by mid April I decided to make another phone call. My second phone call was on April 15th 2014. The costumer service representative said the same thing as the previous phone call. They are having problems at their factory in Thailand. I should receive my product early May. They did offer a different pair of gloves which I declined. I did not spend 100 dollars for a pair of gloves I don't want. It is now early May. No product. I left several messages this past week and have not received a phone call back. I am extremely disappointed with my overall experience with Twins Special and amazed by their lack of professionalism.Desired Settlement: I would like an apology for being lied too twice. I would like an accurate date when I can expect my product to come in, and have my product shipped to me on or near that date.

Review: I placed an order on January 10, 2014. After months of not receive the product and trying hundreds of times to contact the company, I was told that my order would be exchanged for a similar product. I was notified that the replacement item would be shipped but I only received the remaining partial shipment from a previous order. I have since called over 20 times a day for a week and have been unable to contact the retailer even after leaving multiple voicemails and emails.Desired Settlement: I would just like to receive the initial product ordered since I was told that it would be received from the manufacturer in April.

Business

Response:

Thank you for contacting us regarding this customer concern. The customer had two orders on file with us, and we are pleased to report that all items have now been delivered to him. As an additional courtesy, we have refunded the customer a total of $99.06 (a 43% discount off the cost of the products in both orders) in two payments. The first discount of $50 was applied on March 6, and the second discount of $49.06 was applied this past week, when the final package was shipped to him.

We wish the customer all the best.

Best Regards

Twins Special Staff

Review: Having ordered a pair of boxing gloves on February 13th, 2014 but never receiving them, I cancelled the order in July of this year. I had already received a 'courtesy' check of about $20 for the delay in shipment, but absent the gloves, I have a little over $80 balance. I requested a refund having cancelled my order over the phone. They rarely return calls, and I've called them plenty of times over the months to check on my order. I finally stopped by their address, which turned out to be a mailbox/copy vendor who rents out PO boxes there. I left a handwritten note for the owner to place in their mailbox, and I kept a copy of it. As a result of the handwritten note I believe, I finally got a call and was promised a full refund of what was owed to me. About two months has gone by, and I've left a handful of messages over the past 3-4 weeks. I keep track of the dates/times I call them. I have not received a check, and I have not gotten a call back.Desired Settlement: Refund of the $80+ that is owed to me by Twins Special.

3/18/14--placed my order and after a week I went online on their website to check on my shipment and there was no update available. I called at least 10 times a day trying every extension with no response or answer also sent message on their website that was never answered. Finally got somebody to answer after maybe 100 calls on 3/27/2014and was told that my stuff was on back order and container was due in that Friday and my shipment would be send in 4-6 days.

As of 4/14 my order still has not arrived and I continue to get no answer on the phone and have never had a voice mail returned. The worst customer service I have ever gotten in my life. do not order from this site

Review: Ordered a pair of boxing gloves 2 weeks ago and have not been able to get customer support for an update on the product despite repeated emails and phone calls. There seems to be no-one working customer support as I have tried many times throughout different times of day. The funds have been taken out of my account. Order number [redacted]Desired Settlement: delivery of order or complete refund