Twins Special

Review: I purchased some boxing gloves through Twins on November 13 and they were on back order. I was told they had to be shipped from Thailand. I decided to wait since I really wanted the color. After a month went by I called to check on my order and was told they would not be mailed in time for Christmas but they would be shipped soon. It is now February 12th and I have still not received my order. I decided to cancel my order so I could receive a refund. My credit card was charged 86.92 despite my item never being shipped or in stock. I have written one email and have left 2 messages stating I wanted my order canceled. My email nor my phone calls have been answered.Desired Settlement: Would like my order canceled and 86.92 refunded to me

Business

Response:

Thank you for contacting us about this customer concern. We aim to ship every customer's order as quickly as possible, but this customer's gloves had to be special-ordered, and unfortunately there were some unexpected delays from the factory in Thailand.

This week, a manager contacted the customer, apologized for the inconvenience she has experienced, and let her know that based on current information from the factory, we should be able to deliver the gloves she ordered within the next 2 weeks. The customer indicated that she still wanted the gloves, and as a courtesy we have issued a check to her in the amount of $25, a 35% discount off the cost she paid for her gloves. We are glad to have found a solution satisfactory to the customer, and look forward to delivering her order to her as soon as possible.

With regard to communication with the customer, we have recently experienced an increased volume of sales and customer service communication, and regret if this has made it more difficult for any customer to reach our customer support team. We hope to provide the best possible service to every customer, and for that reason we have recently added new members to our staff, and are in the process of upgrading our phone system.

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.

Good afternoon,

Review: I made an order with this company on March 9th, 2014. I received no shipping information for about two and a half weeks, when I first contacted the company. I attempted to contact them through the online information request form, and got no answer for a few days, and tried calling a couple times. Every single time I called (ALWAYS during their business hours when they should have been open to receive calls) I was taken to a message that tells you they "can't take" your call and to leave a message. Then, I sent in a general contact form through their website, and an email. No response from the company whatsoever. About a week and a half later, I called their line again, and left a message on every single available option through their phone ordering system, demanding some information about my order and a refund for it. I received a call back finally from the company March 19 from a representative who told me that some long story about issues with suppliers in Thailand, and that they would swap me out for my product, in a color that I didn't want or order, and be able to ship it in 3 weeks. I said that that was not acceptable, and I wanted a refund, and that I would have never ordered if I knew that it was going to take at least 5 weeks to receive the product. He then told me that a manager would have to contact me about processing a return. I asked when to expect that call, and he said by the end of the day. I did not receive a call, and left a message both March 19, 20, and the 21st for the company to have a manager return my call or I would proceed with a complaint with the Revdex.com. I still have not received any further contact from the company.

I have also seen on their Facebook page MANY other customers complaining about the same exact issues -- order taken and money charged, but never received any products or information about the order, and that they were never able to actually contact a person in the company. Others complained that many Facebook messages they left the company were later deleted by the company, and it was obvious that posts were being deleted about their poor service on their social media so that no one could see the issues they were having. It took me leaving messages on many representatives' personal voicemails at the company through their telephone company directory before I got any kind of contact from them.Desired Settlement: I just want my money refunded for this order so I can go forward and purchase what I need. I do not want to do business with this purposefully shady, scammy seeming company. They seemed like a well known, reputable brand but obviously they have absolutely no idea how to conduct business properly.

Business

Response:

Thank you for contacting us regarding this matter. This week, a manager was able to connect with the customer and address her concerns. We now have the item she originally ordered available, but she has found a substitute locally. Therefore, the manager who spoke with her agreed to exchange the blue shinguards she ordered for a large blue sport bag, and discount the price she paid significantly. The sport bag normally sells for $118, plus shipping, and the customer received a discount of approximately 75% off that price, with free shipping. The customer seemed happy about this solution.

Regarding the customer's comments about social media- as a company, we are only beginning to engage in social media for marketing purposes, and to date, we have made very few posts on Twitter or Facebook. The staff members who periodically update our Facebook and Twitter accounts with community news and images are not trained to provide customer support, nor do they have access to customer support systems. We do not advertise customer support service through social media, and our Facebook page is not intended as a forum. If a customer independently attempts to contact customer support through those channels and a member of the marketing team notices the attempt, they will raise the concern to someone who is capable of providing assistance. Once the customer has been contacted, the message is typically archived.

Best Regards

Twins Special Staff

Review: I placed an order with this fight equipment website in early June of this year, I received a confirmation of the order details several days later. Nearly 3 months later I never received indication of my products status, shipping update

or even if it had been back ordered. I tried to call the company many times, 3-4 a week since mid July and would get hold music, followed by a recorded message to leave my name and order number. I did this every time. I then proceeded to

start using the contact form via their website to leave messages. No reply. I recently contacted my credit card (Capital One) to begin dispute on the charges for their lack of customer support.Desired Settlement: I want them to admit they are not living up to their duty as a company where the customer is concerned, I have my money back as of today but when you order a product from a company you enter into

a contract that they will deliver the correct merchandise in a reasonable amount of time. If they can non do this or there is an issue they are to contact the customer and update them as well. I feel they expect their website

to take the role of their responsibility here.

Review: I placed an order on line on November 28, 2013 and it is now January 2, 2014 and I have not received and email or anything stating where my package is. When the order was placed all I received was an order confirmation receipt #[redacted]. I placed an order for [redacted] (Black)- Pro Synthetic for Subtotal: $137.00Discount: $0.00Shipping: $16.22Sales Tax: $0.00Total: $153.22 I have called the company multiple time and have just gotten a voicemail, I even called the different number on the Revdex.com site and still nothing and no one.Desired Settlement: I would like a full refund of the amount I paid ($153.22)

Business

Response:

On January 10th, we were able to reach the customer by telephone and addressed her concerns related to this order. The customer decided she wants to keep her order.

A discount was given to the customer as a courtesy based on the inconvenience she has experienced. The customer seemed satisfied, and agreed she will contact us directly at our toll-free number 888-MARTIAL if she has any additional questions or concerns.

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.

[I spoke with their sales manager chris and I told him it was an order for my husband for christmas and since the order did not arrive on time he would give me a discount. I told him that my husband recieved something else and no longer wanted the items orderd so he said ask my husband again to make sure and if he still wants me to cancel my order than he will. I have called 858-735-7785 and left a message for [redacted] twice. I have been calling trying to reach someone preferably [redacted] to cancel my order and recieve the rest of my refund for the product. ONLY]

Regards,

Business

Response:

We apologize if the customer had any difficulty in communication.

Review: I placed an order for boxing gloves on March 25th. My credit card was charged on March 27th. I have not received the gloves and I have been unable to contact the company with any success even after I have called and left multiple messages on the phone, attempted to use the contact system on their website and sent a follow up email to the company. I can provide copies of the order, my credit card being charged, my attempted contact with the company through their system, and the email I sent them asking for order update. Per their website I was suppose to get an email of order confirmation (I received that) then I was supposed to get an estimated order time and then a third email for when the order is shipped. I have only received an order confirmation email.Desired Settlement: I would like to either receive the product or a refund, which ever is the fastest method at this point.

Business

Response:

Thank you for contacting us regarding this customer complaint. The products arrived at our warehouse in California from the factory in Thailand later than needed by the customer. Therefore, we have cancelled the customer's order as requested. As an additional courtesy, we offered to send her a $14 pair of purple handwraps at no charge. She was happy to accept these, and we have left a note in connection with her cancelled order so that she can contact us to receive up to 15% off in-stock items in her next order.

Best Regards

Twins Special

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: On Feb 18th I ordered a Muay Thai sparing kit which included gloves, shin gaurds, hand wraps and ankle wraps. After receiving confirmation of my order placement I made several inquiries as to shipment dates. My first two attempts to contact them through email went unanswered as did multiple phone calls. On March 1st in a last ditch effort I made contact through Facebook with Pat who passed my information along. I received a phone call later the next day and was told that the items were back ordered and it would be mid March when I received them. I was fine with that as long as I was being communicated with. March came and went and still no product. It is now the end of April and at least 5 phone calls and another attempt to contact through Facebook have gone unanswered.Desired Settlement: I want my product! Twins is hands down the best product on the market. Maybe they can ship the products that aren't backordered or maybe we can find a substitute? At least TALK TO ME!!!!!

Business

Response:

Thank you for contacting us regarding this matter. The customer's order was delayed due to a late shipment from our factory in Thailand. When we contacted the customer, we let them know that the items are now in-stock, but he explained his needs were now different, so we changed his order from a $137.00 sparring gear bundle to a $123.00 pair of curved punching mitts and a $46 pair of thai shorts, for a total value of $169.00, at no additional cost to the customer, a 20% savings.

The customer seemed happy with this result, and has the contact information for the manager he spoke with should any other questions or concerns arise. The customer was also welcomed to contact us if he has any further equipment needs. If he does, he will receive a 15% discount off in-stock items in his next order.

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,

Review: We ordered a set of custom boxing gloves in February. My son has been calling to get updates on shipping. He is told that they are awaiting a shipment and will be shipping out on monday. This is the same answer he gets every time he calls for the last three weeks. Mondays come and go and no shipping notice. He worked very hard for this money to buy these gloves. Now we are calling several times a day with no answer and no call back after messages leftDesired Settlement: after the wait, I don't want to purchase these gloves. they did give us a credit of $12.00, but at this point I would just like a refund.

Business

Response:

We are happy to report that on the same day this complaint was filed, our customer support team was able to connect with the customer's son by telephone. Together they found gloves he liked among available options, and those gloves have now been delivered. The gloves delivered to the customer's son are the same Tribal Dragon model that they originally ordered, with a color variation. Our customer support manager reconnected with the customer to confirm her that she and her son were satisfied with the product received.

The customer confirmed they were satisfied with the gloves, and as a courtesy the customer support manager volunteered to mail them a free pair of handwraps, or give a substantial discount on a larger item. The customer said her son did need some other equipment, and so we look forward to assisting her with that.

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,

Review: On June 28, 2014, I ordered two items online via the Twins Special website. I ordered item # [redacted] (Twins Spider Boxing Gloves- Premium Leather) and item # FBGV8 (Twins Spider Boxing Gloves- Premium Leather) for a total of $165.84. The order number is [redacted]. I received an order confirmation via email on June 28, 2014, the purchase amount was deducted from my AMEX credit card and I was promised a subsequent email once my order shipped. To date, my order has not shipped. I emailed Twins Special on July 3, 2014 and again on July 12, 2014, but have received no response to my emails. I called them twice during business hours on July 12, 2014 and received no answer. It is now August 2, 2014 and Twins Special has failed to respond to me and has not otherwise sent me the items I paid for.Desired Settlement: I would like to receive the items I ordered. If that is not possible, I would like a refund.

Review: on march 10th 2014 I placed an order and the web site said 2-4 weeks till it would ship and I would get a confimation email that it shipped. I never received that email so in april I started to try to contact them. I sent one email and called countless times. I finally got a hold of them ask to speak to a manager. after speaking with the manager whos name was [redacted] but refused to give me his last name and told me if I had to call back ask for [redacted] the manager of sales, he told me they were back ordered and would take 2-3 more weeks till they would ship. I told him his website does not state that this product is back ordered. he said they would refund me the shipping cost which they never did. I have been calling and calling and calling for weeks and cannot get a hold of anyone. I also emailed them again and got no responce.

order number- AB 4350 (twins special order number)Desired Settlement: either refund my card or ship my order to me as soon as you can get a hold of them, and I would want free shipping like they told me and disscount my purchase for how unprofessional this is

Review: I never received a confirmation of my order. So I tried calling the company serveral times leaving messages and sending emails. It took me calling every hour to get through to a customer support rep who then informed me they did not have what I wanted in stock and I would have to wait 4 weeks. So I asked what he had in stock and he told me he the same product in another color at which point I told him that would be fine. He said that as soon they shipped I would receive an email. It is a day later and I still have received no response.Desired Settlement: I want what I ordered ASAP.

Review: 10/24/13- I placed an order with this company. On 12/7/13 I called because I hadn't received the items, nor an email stating that anything had been sent. They apologized, sent out an email the next day and sent a partial shipment. I was told the other items were ordered and would be in within 4 weeks. I called the company again after the new year and was told there was a problem with the shipment coming into the country and they would get it in within two weeks and my shipment was a priority. I waited three weeks and called again. I got the same story again and was told it would be definitely going out within the next two weeks. I waited two weeks and again, nothing. I emailed the company stating I want a refund for the items not received with no response. I tried to call, but no answer. To date, I have not received three items, yet I was charged for them back in October 2013.Desired Settlement: The company must refund my account $211.00 for the three items not delivered. $45.74 was charged to my account for shipping for the overall order. They should refund the entire amount as I've had to pay that amount to my card company even though I did not receive the goods. This company should be shut down.

Business

Response:

Thank you for contacting us about this matter. We are sorry we were unable to do more to help the customer in this case, due to unfortunate delays from the factory in Thailand. With respect to the concern raised by the customer about having difficulty reaching customer support, we also apologize, and would like to note that 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 experiencing.

While we regret any inconvenience to the customer, we do feel that our customer support team made efforts to make the customer's experience more positive. To review the details of this case:

The original total cost of the order was $361.74

The customer received two items out of the five that the ordered. The total sale value of the items received was $105 (not counting shipping).

The customer also received two discounts on this order, which were refunded to her credit card on December 6th and January 10th, for a total refunded amount of $62.

The amount paid for shipping on this order was $45, some of which was expended to deliver the first two items to the customer.

The original total cost of the order ($361.74), minus $167 (for the items received and refunds already applied), equals $194.74. This is the amount that would normally be refunded to the customer.

In reviewing this case, a customer support manager approved a higher refund amount of $211, to be issued by check to the customer.

$211 plus $62 equals $273, meaning that the final cost to the customer for the items received was just $88.74, with no charge for the shipping cost that was expended.

Prior to cancelling the customer's order, a customer support manager attempted to reach her by telephone to review her order, the current paid amount, and see if there was anything we could do to be helpful. As the customer was unavailable, the manager approved the requested cancellation, and a check has been issued in the amount of $211.

Should the customer have any need for equipment in the future, she is welcome to contact us to check the availability of items, and reference this order, as we have made a note in the system to enable her to receive special savings on her next purchase.

Best Regards

Twins Special Staff

Review: I placed an order [redacted] on September 18, 2013 for three products. Two of the three were shipped within a reasonable time. The third product for [redacted]Wht Boxing Gloves has not been delivered as of Feb 21, 2014. Eight weeks after ordering on November 8, 2013 I was told that the shipment from Thailand had a "disconnect" and the product was not included. I was told the upcoming November 25 shipment "most definitely would include my product as part of the shipment". On December 2, 2013 they told me they were sending a manager over to the overseas manufacturer to resolve the issues they were having. They promised I would have the product "in time for Xmas" as they would ship it "priority" once it arrived. When Xmas neared and no product had arrived I placed several calls to Twins Special with no response. We have now been TWENTY-THREE weeks for the product. I have left multiple voicemails and have sent an email finally this week to request they cancel the order and provide a full refund of the product and shipping costs. ($105.74). they need to contact me for a valid credit card since the original card provided is no longer valid. I have yet to receive any response.Desired Settlement: Refund of $105.74

Also suggest some sort of sanction for falsely advertising products that they do not have.

Business

Response:

Thank you for contacting us regarding this matter.

Should the customer have any additional need to connect with us, the correct reference for his order is [redacted] not [redacted].

The problem in this case was caused by significant delays from the factory in Thailand- as the customer noted, we shipped 2 out of 3 items in a timely manner from our warehouse in California, but the third item (boxing gloves) required a special order from the factory.

The customer has requested a refund of $105.74, including the original value of the boxing gloves, plus the full cost of shipping the order. The customer may have forgotten that because of the inconvenience in this case, we discounted his boxing gloves with a partial refund of $20 back on December 3rd. It is also the case that we have expended the majority of shipping costs in delivering the first two items in the order.

We care about every customer's experience, and wish to do the most we can to help. We were unable to reach the customer by telephone, and have therefore issued a check to the customer's mailing address in the amount of $85.74, applying a discount to the items already received by the customer in order to achieve this amount.

As an additional courtesy, we have made a note in our system so that the customer have a credit of $20 applied to his next order from us by calling to place his order by phone.

Best Regards

Twins Special Staff

Review: This was an issue that I had been reached out to by Twins and promised that it would be resolved, but it has not been resolved

I had placed an order on Friday 12/13/2013 totalling $149.51. It was an order for two pairs of boxing gloves. After 3 weeks of not hearing back and getting a notification of shipment, someone named [redacted] had reached out to me. He was nice enough to reassure me that my items would ship out mid January and he had promised that I'd receive a notification of when they'd ship. It is now early February and I have not gotten an notification, nor have I received my products. I have called three times and have been very polite & patient. Each time, I had to leave a message, and not once had I ever been called back. I emailed them once, and have not heard back. It has been nearly two months since I placed this order

This is becoming an issue because due to sanctioning rules for my next fight, I"ll need to place another order for new gear, and due to my spiritual/religious beliefs (converted Buddhist, no use of animal products), this company is the ONLY company that has the products I need, so I need to be sure this company is running smoothly for another orderDesired Settlement: I would like my items that I ordered, and I would like peace of mind that when I place another order, I will receive my items.

Business

Response:

Thank you for contacting this about this matter.

We have spoken with the customer and resolved her concerns. She was satisfied and asked us to add two additional items to her order before it ships. We gave her a discount on these items, and did not include any additional shipping charge.

We care about every customer's experience and we are glad to have been able to find a positive solution for the customer. If the customer has any additional concerns, she is welcome to contact us.

Best Regards,

Twins Special Staff

Review: I originally purchased a pair of muay thai/boxing gloves from this company. As of 1/28/15, I have yet to receive anything. I have made countless phone calls to this company and emails, and haven't been able to locate anyone for the past couple of months. What's really scared me is, I google'd the company and found similar complaints. Another customer even drove down to the building and it was a UPS store. These guys are scams, they replied back to me earlier on in the process and have not returned any calls since then. The gentleman that had a similar experience realized it was all a scam since, the UPS store attendants already knew that he was looking for Twins Special.Desired Settlement: A refund. I truly wanted the gloves, but at this point don't care to do business with that possibly fraudulent company.

Review: I placed 2 orders (order numbers [redacted]. My card was charged immediately but after 3 weeks I still did not receive my items. After spending an entire week making hundreds of attempts to call customer service, "[redacted]" finally picked up and explained they were having manufacturing issues and my items were out of stock - yet they immediately charged me? He emailed a list of things in stock and I decided to wait for my 5074 order (a pair of 10 oz. black gloves with a light blue mitt) but choose in-stock items for my [redacted] order, which included a pair of black gloves with a YELLOW mitt. [redacted] said he was overnighting them right on the spot. 2 weeks and still nothing - I called (hundreds of times unanswered again) and a person who said she was a part-time employee said my shipment had not yet been sent. She overnighted them, and I opened the box to find black gloves with a WHITE mitt (which is not what I agreed to). It is now October and since receiving my screwed up order I have yet to come in contact with any human being at Twins.Desired Settlement: I want my remaining order to be sent, or I want a full refund on that order. Regardless of how (or if) they decide to respond, I want a legitimate apology for the complete disregard of customer service.

Review: I purchased a head gear and a pair of Thai pads on their website on 8/29/2014. It's been 4 weeks but no "confirmation email" that they've processed my order. Nothing has ever shipped and no one at the company responds to my phone calls.Desired Settlement: I would like a full refund asap.

Review: I placed an order for a pair of curved Thai pads from this website on 6/3/2014. I have been waiting a few months to receive my product but have not gotten any confirmation by the company. They will not answer any of my emails and I have never had success with calling them directly. I understand that these specialized products are shipped directly from the main manufacturer in Thailand but I feel that it is bad business practice to advertise the products on their website but not have them in their warehouse and give no warning to the consumers about the proccess it takes to receive the product. I have read other situations on the Revdex.com about this website with other consumers finally reaching an outcome by having to make a complaint so I am hoping that by filing this complaint I will finally receive some help, and hopefully, the items I ordered.Desired Settlement: I really fell inlove with the red, white, and blue design of these Thai pads and hope for the best possible situation in which I can receive this specific model. If anything else I will be dissapointed but satisfied with receiving the same models in a different color. If the company cannot produce either of those outcomes I would like a total refund for the money they were so quick to take from my bank account but not send any products.

Review: I placed an order for a pair of boxing gloves on January 18, 2014 and have still not received the product. I have not received any emails from the company except for the very first one telling me that I have been billed $85.24. I posted two messages on their contact forms on their web site(which went unanswered) and I have called them repeatedly. Every time I call there is an automated message saying no one is available to take my call. They have called back a couple of times a few months back, but they were all while I was at work. They would then leave a message that simply tells me to call them back within their business hours, but when I did that I received the automated message and had to begin the process all over again. Now I have been calling every day repeatedly without any responses at all.Desired Settlement: I have bought another pair of boxing gloves so I no longer need their product at all. The only thing I want from this company is a full refund of $85.24 to my credit card that they have on file.

Review: I ordered on line Dec 8,2013 a Christmas gift, boxing gloves for my son. The order has never arrived. I called and left severl messages. Twice Twins called back. They apoligized and promised the ordxer will be filled within a week or two. Both times the commitment was not filled. Since I have called between 75 and 100 times and everytime left a message. I have used their web sit and left messages under contact us but have not gotten a reply.Desired Settlement: Contact me so I can give my son his Christmas gift

Business

Response:

The large shipment containing this customer's order finally arrived at our warehouse last week. Because of the size of the shipment, it took several days for our staff to inventory everything and then begin generating tracking numbers for individual customers. We are happy to report that this customer's order was boxed and shipped yesterday. We upgraded his order to Priority Mail free of charge.

Best Regards

Twins Special Staff

Review: On October 28th, 2013, I ordered a pair of boxing gloves from Twins. At the time I confirmed with a customer service representative that the gloves were in stock. Several days later, seeing the gloves had not shipped, I called again, and was told that they were not actually in stock. I was given an estimated delivery date of before the Christmas holiday. As of today, February 12th, 2014 the gloves have not been delivered. I have called and emailed numerous times over the past several months, and have been promised again and again that the gloves would be delivered, only to witness the pass of each promised deadline with shipment nor comment from customer service. I was issued a partial reimbursement ($12) for the delay in shipment, but since then I have been unable to contact Twins customer service regarding my order. No emails are returned. Their voicemail box is full. While I understand that the product is made and shipped from Thailand, and may suffer delay, there is no excuse for the unresponsive customer service I have received. As those who practice or serve those who practice martial arts, Twins should know that such conduct demonstrates a clear lack of disciple and a critical failure to pay respect to their peers.Desired Settlement: I would like to be refunded a round $100 for failure to deliver product, failure to inform the customer, and failure to respond to my entreaties. Additionally, I would like Twins to present an argument as to why I should not take my business elsewhere in the future. As it stands now, I will never do business with them again, unless they can point to specific beneficial reforms in their inventory control and customer communication practices that would instill in me a reasonable belief that my experience will never be repeated.

Business

Response:

Thank you for contacting us about this customer concern. We were able to connect with the customer, and after a positive discussion, he has chosen to wait for his order, which is expected to be available soon. As the customer noted, we had previously applied a $12 discount to his order. As an additional courtesy, we have added a pair of ankle supports to his order at no charge (value $20), further discounting his order value. If the customer has any additional needs, we have also offered a discount off his next purchase with us.

Best Regards

Twins Special Staff