Twins Special

Review: I own a retail store that sells Boxing/MMA and Muay Thai equipment. I had been getting a lot of requests from my customers to start carrying the Twins and King product line. So, I decided to contact Twins Special through there website on October 2nd, 2013 about opening up a wholesale account. They were quick in response with details about my account on October 4th, 2013. I spoke with the account manager [redacted] on the phone and he suggested to "order what you want not what we have in stock". So, I took his advise placed an order paid $3600. I got an email on October 8th saying my order had been placed. I called [redacted] once I got the order information and he told me the order will take about 6 weeks as they did not have what I ordered in there warehouse. I waited 8 weeks and decided to call and check the status of my order. He told me there was a delay on the order but never told me how long the order was going to take. I asked him several times during the conversation how much longer it would take and he would never answer the question. As a good gesture for my order being delayed [redacted] did offer some Thai Pads that were available immediately from there warehouse at a discounted price which I decided to do. They were shipped in a timely manner. I waited another month for my original order still have nothing. I left several phone messages and emails asking the status of my order. Never got a response. I sent an email on February 4th, 2104 asking them if they cannot fulfill my order then I would like a refund as this affects my business not being able to get a return on my $3600 investment. Once again no response. I have called over 30 times and not once has someone picked up the phone. I also tried to log into my account and apparently my email doesn't exist. It says "Your email could not be found in our database, you may not be registered with us". I am now going on 7 months since I have placed my order and I haven't heard anything from this company since back in Nov. 2013. NOT COOL!!!!Desired Settlement: If my order cannot be sent out immediately then I want a refund. Some people have said that Twins excuse is Thailand Government or protesting issues. I have ordered from other companies that are from Thailand and have received my products in a timely manner just not Twins.

Business

Response:

Thank you for contacting us regarding this customer concern. In the last month, all items were delivered to the customer. In consideration of the inconvenience experienced by this customer, we

covered the cost of shipping for this wholesale order.

With regard to the difficulty described by the customer in logging

into his account, it may be that he was trying to use his wholesale

login credentials on our retail website- this is a mistake occasionally

made by wholesale customers. The wholesale and retail websites operate with separate customer databases, as some customers may choose to have both types of accounts, with different billing information.

Regarding the communication difficulty experienced by the customer, this customer's order was part of a large batch of orders that was delayed at the factory in Thailand. Delivery timelines from the factory for this large batch of orders changed several times, which created complications for our customer service team. During that period of delay, we had to handle an increasing volume of communication, and we are aware that some calls or emails were missed. We apologize for any difficulty this may have caused.

We have been upgrading our systems in response, and have also been adding additional team members for customer support. When the shipment from Thailand finally arrived at our warehouse in California, incoming and outgoing communication hit a peak, as we worked to clear the backlog as rapidly as possible. Since then we believe things have been getting much better. We are working to ensure that any remaining customer concerns are addressed, and that we continue to improve our systems to serve our growing number of customers in the best manner possible.

We wish the customer all the best, and welcome him to contact us if he has any additional questions or concerns.

Best Regards

Twins Special Staff

Review: I ordered boxing gloves, shin guards and shorts from a company Twins Special. They processed my order and billed me without having the product in stock. I then received a phone call saying they did not have the colour I wanted in stock and pushed for a different colour they did. When I proceeded to tell the gentlemen on the phone I just wanted a refund there was no negotiating with him. He continued to push their product on me. I have emailed them several times without a response. I call their international line and no one answers the phone, I leave a message requesting a phone call immediately and I don't receive a response.Desired Settlement: I just want my money refunded to me. I do not want their companies product.

Business

Response:

Thank you for contacting us regarding this customer concern. The order has been cancelled and fully refunded. To review what happened in this case:

Customer placed an order on 3/25

Customer support representative contacted the customer on 3/26 because the colors he requested were unavailable. Found an acceptable substitute in an inventory shipment arriving in early April. Customer expressed some dissatisfaction that the original colors were unavailable.

Customer support manager contacted the customer on 3/27 because the original colors requested by the customer had become available in the incoming inventory shipment based on a cancelled reservation. The customer seemed happy about this.

After the inventory shipment arrived and was counted and processed at our warehouse, we shipped the package to the customer. Due to the large size of the inventory shipment and the high quantity of orders that were filled from it, the date of shipping for this order was 4/18, approximately two weeks after the shipment arrived.

During this period, due to an exceptionally high volume of incoming and outgoing customer support communication, our customer support team missed several messages from the customer. The customer, in frustration, refused to accept delivery of the package, and although we requested UPS return the package, the carrier failed to return the package to us.

A customer support manager, after reviewing the case, determined to refund the customer in spite of the loss of the package. The order was cancelled in our system, and a refund check was mailed to the customer.

We wish the customer all the best.

Best Regards

Twins Special Staff

Review: I ordered merchandise from this company on November 21,2013. The total of my purchase was $209.22. I called the company at [redacted] two weeks after my purchase date and spoke to a male by the name of [redacted] advised me that I would certainly get my purchase before [redacted]tmas. Here we are in mid April 2014 and still I have not received anything. I have spoken to [redacted] a few times and he has given me several reasons as to why I don't have my merchandise. I also have requested a refund and nothing. I feel he/Twins Special have had enough time to refund my money since they can't seem to send what I ordered.Desired Settlement: I would like a refund back to my account ASAP!

Business

Response:

Thank you for contacting us regarding this matter. To review what has been done for the customer in this case:

On February 11th, a discount of $30 was applied to the order, reducing the paid balance to $179.22

According to USPS tracking info, the $82 gloves included in the order were delivered to the customer on April 21st.

The other item in the order is a $110 custom, triple color, made-to-order helmet which we are waiting for from the factory. Generally, sales of such unique, one-of-a-kind custom items are final and non-refundable, but due to an extended delay in production from the factory, a customer support manager has approved refunding the full value of the helmet ($110). This leaves a paid balance of just $69.22, including shipping.

We wish the customer all the best. We have also placed a note in our system so she may receive an upfront discount of up to 20% off in-stock

items in her next order. To claim this discount, she only needs to contact us to confirm item availability when placing her next order and reference her cancelled order number.

Best Regards

Twins Special Staff

Review: The merchant has been ignoring my calls for months regarding an purchase made back in September 2013 that was never delivered.Desired Settlement: Respond to my calls and emails and provide me with my refund.

Business

Response:

Thank you for contacting us regarding this matter. This week a manager from customer support was able to connect with the customer and apologized for any inconvenience the customer experienced.

Unfortunately the batch from the factory containing the helmet ordered

by the customer was significantly delayed in its departure from Thailand until just recently.

To review what was done for the customer:

Prior to filing of this complaint, the customer received a pair of shinguards at a discount of 22% off the listed sale price. This was added to the customer's original order without an additional charge for shipping.

While we would be able to ship the customer his helmet based on the incoming batch, he no longer has need for it, and therefore we have agreed to refund the customer the cost of the helmet, the sales tax for that item, and the full cost paid for shipping (an additional savings for the customer, as the shipping cost was expended in delivering the shinguards.)

In total, the customer saved $29.98 off the cost of the shinguards, when shipping is taken into account.

We offered to discount any other in-stock item the customer might have needed, but the customer did not need anything else at the present time. So, in closing we left a note in our system in connection with the customer's order, so that if the customer calls to place his next order by phone and refers to his old order, he can get up to 20% off any in-stock item.

Regarding the customer's complaint about difficulty getting through to customer support, we have recently upgraded our phone system and added new members to our customer support team. We believe these steps are helping us address customer concerns more rapidly and clear up any backlog of communication.

We wish the customer all the best.

Best Regards

Twins Special Staff

Review: I ordered a product with this company in December and it is now March 6th and I have not received it. I spoke with them in January and February and they kept assuring me I would have my product "in a few weeks," but that never happened. Instead of contacting me about changes, I would have to call multiple times to get an update. I have now been trying to call them for a refund of the product I never received and they never return my phone calls or emails. I have been unanswered for more than three weeks now. It is unacceptable that they refuse to respond and give me my money back. I simply want the $85.32 that I spent on the item I never received.Desired Settlement: I would like the company to call me back and issue a refund for the $85.32 that I gave them for the item I never received.

Business

Response:

Thank you for contacting us regarding this customer concern. We regret being unable to do more to help the customer due to unexpected delays from the factory in Thailand.

On 1/17/2014, the customer received a discount of 15% off the items in her order. This week, we contacted the customer to let her know that her gloves would soon be arriving at our warehouse in America, and offered her an additional discount of 20% off, but as it turns out she no longer had need of the gloves. Therefore, we have refunded the customer the remaining balance of her order ($74.32).

In closing, we informed the customer that due to the inconvenience with this order, we would be willing to offer her a discount of up to 25% off the items in her next order. We also apologized for any inconvenience she experienced.

With respect to the difficulty the customer described in reaching customer support, we have recently added new 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 receiving.

Best Regards

Twins Special Staff

Review: I placed my order with this company on 9/3/13. At the time of my order, they charged my credit card before shipping my order, this was fine. 1 month later, I did not received my order, I called the company and spoke with [redacted], the customer service manager. He advised me that it takes about 4-6 weeks for items to be shipped as some products are not always in stock. I waited and NOVEMBER came, no shipment. I called and spoke with [redacted] again and he told me they will have everything in for me before Dec 25th. He promised me that there will be a shipment coming in for all the [redacted]tmas order. Disappointingly, after 4 months of placing my order, I did not get my merchandise. My order was around $200 total and he gave me $7 off and $10 off within the 4 months. This is nothing as I just wanted my merchandise. I have called the company on 1/2/14 to ask for a refund on the merchandise that I have never received. I was told that I can only get a certain amount of money back as I had received discount for my order. This will mean that I paid full price and more for the other items I have received. Bottom line: Order placed on 9/3/13, charged for a full shipment of all the merchandise. I did not get my two boxing gloves, after waiting 4 months in total time. If you want to pay for your gloves and not get for them, then place your order with this company. I am fighting till the end for my refund for the gloves that I did not receive as that is just not acceptable. I called [redacted] the manager again and he did not help me at all. He told me he will email me the bill and what I was charged for and he will call me back in 20 mins. It has been over 3 hours since I spoke with him, no calls, no emails of my bill, just bad service. He also had a very bad attitude with me and "REMINDED ME" of the discount I have received for the delay in shipment. The discount was less than $20 and is not meaningful, I just want my gloves. He finally told me I can have a refund, it is 1/15/14, 13 days later and NO REFUND.Desired Settlement: Here is what I paid for: 1st pair of glove with hand wrap- $922nd pair of glove with hand wrap- $82Ankle wrap $20Hand wrap are $12 a pair purchased with the gloves, so gloves are $90 and $80 each. I had discount of $22.30 for purchasing the gloves and wrap together. Since they told me I will not get my order right away, I was advised that I will get a discount of $7 and $10 for the delay. Technically, I have only received less than $20 discount. They will only give me back $120 refund.

Business

Response:

Thank you for contacting us with respect to this order. We consider every customer's concerns to be important, and we are of course sorry for the delay in this customer's order. Our only concern in this case, beyond satisfying the customer, is that some of her statement is inaccurate, perhaps unintentionally.

Review: I had ordered sporting goods on 11/22/2013. The total cost was $148.65. Goods were never delivered. I had called Twins Special many times and spoken to both [redacted] and [redacted] at Twins Special. They repeatedly promised delivery of products. However, no products were ever delivered. As of March 2014, they completed stopped responding to my phone calls and emails.Desired Settlement: I want a full refund of $148.55. If they can deliver my products, that would suffice as well.

Business

Response:

We are happy to report that the customer's order has now shipped as requested, and that two items worth a total of $82 were added to his order at a discount of 45%. To review:

The customer originally ordered 3 items and paid $170.65, including shipping. He ordered: a pair of MMA gloves, a pair of shinguards, and a jumprope.

In December, the customer chose to cancel the jumprope accessory ($22) reducing his total to $148.65.

Recently the customer added a pair of 14oz black premium leather boxing gloves ($70), and a pair of cotton handwraps ($14). The total value of this items was $84. For the additions to his order, the customer paid just $37 (a savings of $45- 53% off these additional items), increasing his paid total up to $185.65.

The MMA gloves, shinguards, boxing gloves and handwraps have now been shipped.

We apologize for the inconvenience the customer experienced in this case, and if he contacts us referencing this order, he can claim a discount of up to 20% off on in-stock items in his next order.

The customer's order was part of a large batch affected by unusual production delays at the factory in Thailand. We finally received the shipment containing his order in early April, and have spent the last several weeks clearing out a large backlog of orders. At this point, we have shipped out the majority of orders involved in that batch.

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've now successfully received my entire order on 4/28/2014. I consider my complaint satisfactorily resolved.

Regards,

Review: I order a pair or Muay Thai shorts from Twins Special back in November 2013 and I have yet to receive my order. A couple months after my order, I called and spoke to someone who said because of the political issues in Thailand that they are behind schedule and that they had a couple of orders coming in from Thailand and that my order will be shipped out soon. I didn't receive anything so I tried to call them but couldn't get through to anyone. I have tried to message them on their website but got no response. I have also tried to call and left voicemails but have not receive a call back. They sent me an email on September 11, 2014 trying to see if I would accept a substitution for my order. I reply back saying that I was not interested in any of the products available as a substitution and would like my money refunded to me as soon as possible. I haven't heard from them since.Desired Settlement: I would like to receive the product that I ordered or my money back unless they have another product other than Muay Thai shorts as a substitution.

Review: On 2/8/2014 an order for several items totaling $344.38 was made to http://twinsspecial.com/. After several months of repeated phone calls and attempts to make contact with with the company via online customer support, the competition for which the items were intended to be used has long since passed, and there still has been no response from customer service or indication of the items being shipped.Desired Settlement: I want the order cancelled and refunded so that I can purchase gear from a proper company

Review: I ordered a pair of Muay Thai Pads on December 3, 2013. My credit card was billed at this time. I attempted to contact the company serveral times during the month of January by emails and by leaving phones messages. No one ever responded to me. I finally spoke to someone on January 30, when I was told the item was back ordered and is coming in from Thailand. They offered me a discount and said the pads would be in transit to me later in that week. I was also told my name would be given to the warehouse supervisor to ensure my order is processed as a priority as I have waiting so long. I heard nothing from them since. I attempted to call them three times the week of March 17, left phone messages advising them I wanted to cancel my order and expected a full credit. No one ever returned my calls. I called again on Monday March 24th requesting a call back the same day and so far no response. I tried calling today, March 26 and could not leave a message as their mailbox is full. I have checked my credit card and have not received my refund for the non-delivered product. I am getting very frustrated with this company and will not be doing business with them again.Desired Settlement: I would like to receive a full refund to my credit card for the product they never delivered to me.

Business

Response:

We regret being unable to fill this customer's order prior to her complaint. The shipment containing her products arrived only recently, and though we now have the items she requested ready to ship for her, we respect her wish to cancel her order. We attempted to contact her by telephone but were unable to connect.

Therefore we have confirmed for the customer cancellation of her order via email. Prior to the complaint being filed, we discounted her product cost by 10%, reducing her total paid balance (including shipping) to $99.13. This amount will be refunded to her.

We have also sent the customer an email today, offering to ship her order immediately with an additional discount of $18 (25% more off the product price) for a final cost of $80.88 if she still wants it. We will attempt to contact the customer again on Monday.

We wish the customer all the best and apologize for any difficulty she had reaching us previously. We have been taking steps recently to upgrade our phone systems and expand our customer support team to address increasing call volume. Our shipping department has also been hard at work clearing up a backlog of orders as rapidly as possible now that delayed shipments from the factory are arriving at our warehouse.

Review: On December 1st 2013 I placed an order for a pair of gloves. I have not received these gloves and it’s been 4 months. In late January the business contacted me and said it would be shipped in the following week, due to a delay from the supplier. I have been calling this business 2 to 3 times a week leaving a message at least once a week. I have not received a call back. Two weeks ago I was able to reach their sales depart and the person I spoke with took my information and said he would have somebody contact me as soon as possible, I still have not heard anything yet. I also left a message stating that I will be filling a complaint with the Revdex.com if I don’t hear from them soon. Still no response,

This email confirms that your order was received at Twins Special. You will receive an additional email once your order is shipped. If you have any questions about your order, please contact us at 888-MARTIAL during regular business hours (9am to 5pm Pacific time, Monday through Saturday).

Thanks for using Twins Special.

Order Information Additional Information

________________________________________ ________________________________________

Order number: [redacted] Order Date: 12/1/2013 Account Info:

Login: [redacted] Pass: [redacted]

Billing Address Payment Information

________________________________________ ________________________________________ [redacted] US Payment Method

Online Credit Card

Order Summary

________________________________________

Shipping To: [redacted]Desired Settlement: I would like to received the item I purchased or a full refund, preferably the gloves

Business

Response:

We are happy to report that the large shipment containing the customer's order finally arrived at our warehouse recently, and the customer's order was shipped this week per her request. The customer received two cash discounts prior to the compaint

being filed, with the total cash amount applied being $16.50 or

approximately 23% off the cost she paid for her items. At no additional charge to the customer, we also upgraded her shipping from UPS ground shipping to US Priority Mail.

We understand that the customer may have had some difficulties reaching us during this period. We have been working to address customer concerns as rapidly as possible. When this large delayed shipment finally arrived, our customer support team was not only responding to incoming customer inquiries, but also making many outbound calls and emails to inform customers about the change of status.

We apologize to the customer for any inconvenience she may have experienced, and if she needs any additional equipment, she is welcome to contact us to claim a discount of up to 15% off on any in-stock items in her next order.

Best Regards

Twins Special Staff

Review: I ordered a pair of shin guards, ankle supports and headgear from Twins Special on January 3rd 2014 (for a total of 205$). Around January 21st, I called them as I still hadn't received an email from them telling me that my order had been shipped. They called me back saying my ordered would be shipped by the end of the month. Since then I haven't heard back from them. I called them numerous times, sometimes I wasn't able to leave a message because their voice mail was full, I sent them several emails first asking them for the status of my order then asking them to reimburse me. They haven't returned any of those calls or emails either. I am very disappointed with their service and I want to take my business elsewhere.Desired Settlement: I want to get my money back now. Also, to protect other customers, I think Twins Specials should make changes to its policies and practices be more honest and transparent with its customers.

Business

Response:

Thank you for contacting us regarding this customer concern. We regret that we were unable to do more to help this customer due to factory delays. We contacted the customer this week to address her concerns and also to let her know we have incoming stock that would allow us to fill her order. As a courtesy, we offered the customer a substantial discount on the items in her order, but she explained she had already found the gear she needed locally. Therefore, we agreed to cancel her order, and told her we would place a note in our system, so that if she called in and referenced her old order, she would be eligible to receive a discount of up to 20% off the items in her next order. The customer thanked the manager she spoke with, and seemed happy with this resolution.

Regarding the customer's complaint about having difficulty reaching customer support, we have recently installed a new phone system and have added new members to our customer support team. We believe these steps are helping us respond to customer concerns more rapidly and to clear up any backlog of communication.

Best Regards

Twins Special Staff

Review: I ordered headgear and gloves on August 17 but the company never shipped them. I tried e-mailing them to ask why there was such a long delay to ship and received no response. I then tried calling them and left two voicemails, again with no response. I finally received an e-mail 9 days later saying the gloves were out of stock but the headgear was ready to ship; I responded saying to go ahead and ship the headgear, I can wait for the gloves. Having received no response to that within 24 hrs, I wrote them again requesting an upgrade to shipping free of cost so I could get the item by the weekend and to please cancel + refund the other item. I received no response to that either, and they still have not shipped anything.Desired Settlement: I would like to cancel my order entirely and receive a full refund to my credit card.

Review: On April 17,2014 I purchased a few items for someone Birthday on May 15,2014 in the amount of $221.38 this amount was debated the same day from my account and I have yet to receive the products or an email telling my items have been shipped. I have bank statements and confirmation number from the company.Desired Settlement: I want a full refund

Review: Back in November of 2013 I set up a wholesale account with Twins in hopes to do business. They seemed interested and called me multiple times wanting to know when I would be placing my order. I talked to a few of the trainers and got together a few items to order so I could see how fast the turnover time was and how the product would be before placing a large order, they knew I would be upping the volume later even though they pressed me for a larger order I just ordered four items. Two pairs of shin guards, one pair of gloves, and a pair of punch mitts. Nothing was custom but if the items weren't in stock I understand it can take up to 6 weeks, four to manufacture, and 2 weeks to ship. I ran shipping and receiving for 10 years so I can understand the process and even explained this to my sales rep. When I first called Twins I spoke to [redacted], then [redacted] called me and that's who I placed the order with. He also had a [redacted] call me when they were trying to get me to place the larger order but haven't heard from him since. I placed it on the 19th of Dec, they had the glove size wrong on the confirmation email, so they corrected it and confirmed the change on the 20th after I called them no problems so far. Feb 4th I emailed them for an eta and heard nothing, then I called [redacted] 2 times and finally got him, he said a couple weeks end of February at the latest problems with getting the product here. Then on 3/7 I get [redacted] to call me but he wants me to call [redacted] now who seems surprised I had his number but someone would call me in 24hrs and he didn't take my order number and talked over top of me the whole time,heard nothing. Two days later I called [redacted] again, he called me back and said product should be on the way and that [redacted] would be calling me, at that point I said if need be I would take substitute items because I couldn't keep waiting he said I'll make sure they know that. So I waited a whole week to hear back....nothing. So yesterday I tried to call [redacted] again and still haven't heard back not surprised though reading the other complaints these date back to 2012 way before these issues in Thailand started, and one of our trainers and two members have been back and forth to Thailand recently. So I am not really buying the whole war in Thailand has our shipment stopped story.Desired Settlement: I'm just done with these people, I could've filled this order 10+ times using any other distributer. I just want a full refund, I've given them so many chances to fix this. Its been 90 days that's just bad business.

Business

Response:

After reviewing the wholesale customer

complaint, a manager came to the following conclusion. The customer's

wholesale order was cancelled, a refund will be issued to him for the

full amount paid ($291.00), and as a special courtesy due to the

inconvenience he experienced, we are also mailing him via Priority Mail a

pair of 12oz black premium leather Twins boxing gloves, which are sold

at retail locations for approximately $100, free of any charge.

We sincerely apologize that the customer had difficulty reaching our staff during certain periods this spring. Unexpected delays of a large shipment from Thailand created many customer service challenges for us. The inventory shipment finally arrived, two weeks after this complaint was filed. Since then we have been clearing a large backlog of customer concerns. We are sorry that we could not help this customer before he decided to file this complaint.

We would like to note in response to recent events, we have been upgrading our phone system and adding to our customer support team so that we can address customer concerns more rapidly. With the arrival of inventory and these improvements to our team and systems, we are turning the overall situation around, and we will continue to make strides to improve underlying conditions to ensure better experiences for our customers.

Best Regards

Twins Special Staff

Review: On 11/23 I ordered Boxing gloves as a Christmas gift for my daughter. Since I did not receive them for Christmas I called many times and left messages regarding this issue before I received a call stating that there has been a delay and it would be delivered around the 6th of January. As of today not only I have not received the gloves but I have not received any email message stating if the item has been shipped. Since the 6th I have called many times plus have sent them I believe 3 email messages asking for any information regarding the ordered item. I have not received any reply from them. I will certainly not order anything from them anymore and my impression is that customer satisfaction is not an issue they are concerned about. Thank YouH. [redacted]Desired Settlement: My daughter wants to wait for the gloves to be delivered however, if they will not be delivered within this month I would like a refund.Thank youH. [redacted]

Business

Response:

Thank you for contacting us regarding this matter. We have spoken with the customer about this recently and addressed their concerns. The customer seemed satisfied.

The customer's items had to be special-ordered from the factory in Thailand, and unfortunately the factory experienced some unusual delays in production this winter that affected a number of customers' orders. We care about every customer and worked to try to resolve this as quickly as possible. During this period we also experienced a higher than normal volume of customer communication, so we apologize if the customer had any difficulty reaching us.

Now the batch containing the customer's order is complete and we are awaiting delivery of the air-freight shipment to our warehouse. Due to the inconvenience, we have applied a discount to the order. If the customer has any further concerns, we welcome them to call us and we will do our best to make sure their experience is a positive one.

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.

Dear Sir of Madam

Review: Ordered gloves from the website on 12/25/2013 and paid for overnight shipping. Received confirmation email and credit card was charged, but received no shipping email. Finally spoke to [redacted] at twinsspecial.com on 1/6/2014 to see what happen and attempted to cancel my order; he said a manager would call me back. On 1/7/2014 I called again and spoke to a manager, [redacted]. He informed me there was a error on the website and the gloves were back ordered. He offered me a discount and assured me I would have the gloves by the third week of January. Today is 2/20/2014, a month past this date, and I still have not received the product. I have left several phone messages at their customer service line, sent emails, and used the "contact us" form on their website, but I have still received not response from anyone at twinsspecial.com. I have started the process of disputing the charge via my credit card, and left them phone messages and sent them an email detailing what I have written here, and to let them know that I have disputed the charge and would like a refund, but I still have not been contacted by twinsspecial.com in any fashion.Desired Settlement: I want twinsspecial.com issue me a full refund.

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,

Review: I ordered a pair of custom-made boxing gloves from Twins Special on order [redacted] on 12/29/13. The advertised waiting time was 4-6 weeks. After 8 weeks I called and talked to a store rep who gave me a 10% discount and also promised some free hand wraps, and assured me the gloves would be in soon as there were delays at the factory in Thailand. As of 5/15/14 I still have not received my gloves and Twins has not returned any of my 6 calls about it.Desired Settlement: Refund my money back to my credit card. I can't wait any longer for these.

Review: We ordered a pair of martial arts gloves back in the fall 0f 2013. We were told we would get the gloves in time for Christmas. They never arrived, and the business never contacted us at all. In early 2014, we contacted them, and they said they were on the way. It is now mid March, and we have never received the gloves. When I called them today, they said the planes should be landing this week with the gloves. Of course, we do not believe them.Desired Settlement: We would either like to receive the gloves now, or would like a full refund on our credit card.

Business

Response:

Thank you for contacting us regarding this customer concern. As the customer noted in her complaint, we expect to have the shipment containing her order any day now. It is a large shipment coming via air freight, and contains many orders. Once the shipment arrives at our warehouse, we will be happy to ship her order to her as soon as possible.

Prior to filing this complaint, the customer received a discount of $20.77 on February 25, 2014 of the price of her order. This amount, which is equal to the cost she originally paid for shipping, is a discount of approximately 25% off the cost of the gloves she ordered.

The manager who spoke to the customer apologized for the inconvenience they experienced, and added a pair of handwraps- a $14 value- to their order at no cost. We hope this helps the customer feel better about their experience, and we welcome the customer to contact us if she has any additional needs.

Best Regards

Twins Special Staff

Review: I ordered several products from this company on 2/21/14. Some of the products were boxing gloves,bag gloves,handwraps,shorts,and a few other items. I was charged $329.46 total. To this date,the product has never even shipped. I called numerous times. There was no answer,and I left messages. I finally got a return call from a representative and he apologized and assured me that I would receive my order by the first week of April. that was a lie. it is already May and it hasnt even shipped out. I called again several times,and again,had no answer. I left messages,and haven't received a call. the customer service I have gotten has been by far the worst I have ever gotten.Desired Settlement: I dont want the products now. I just want a full refund and for them to give me my money back.

Business

Response:

Thank you for contacting us regarding this matter. We contacted the customer, and apologized for the inconvenience he experienced. Our representative did speak with the customer in March and based on the best information we had available at that time, stated that the items would be available at the beginning of April. Unfortunately, the items he requested were not included in the factory shipment delivered to us in the beginning of April. We tried to express order the items to correct this situation, but the timing did not work out as we hoped. Subsequently we discussed possible substitutions with the customer, but the customer needed specific colors that we could not provide. Since then customer support manager has contacted the customer and apologized for the inconvenience he experienced. The order has been cancelled, and a refund check issued. Additionally, the customer was given an email from the manager so that he could receive up to 20% off in-stock items in his next order.

We wish the customer all the best and welcome him to contact us if he has any other needs.

Best Regards

Twins Special Staff

Consumer

Response:

I did get a call from the company finally,and I did get them to cancel my order. I was told I would receive a refund check in the mail within 10 business days. I am happy with the outcome. however,I will never order from this company again simply because of all I had to go through to even reach them. I also want to note that I have not received the check yet(it hasnt been 10 business days though),I dont trust this company's word anymore. so if I dont get my check within the promised time,I will reopen the complaint.

thanks,