Twins Special

Review: On 12th of April 2014 I have purchased "Twins Custom Color Muay Thai Shorts" , "Twins REMOVABLE INSERT FOR GLOVE", and "Twins Pink-Black Boxing Gloves- Dual Color- Premium Leather w/ Elastic" for a total of $152.00 and additional $89.46 for express delivery. I then received an email saying they will email once the order is shipped. Its been 8 moths now and I still haven't received any emails. I have tried to contact them online and calling, but the phone call is always put on hold and then answered by machine. So I didn't manage to get into contact with anyone in the company.Desired Settlement: I want a full refund including the shipment charge since nothing was ever shipped.

Review: On June 20, 2014, I ordered a pair of boxing gloves online from Twins Special (order #[redacted]). I paid $97.64. I received a confirmation e-mail of my order and was informed that another e-mail would be sent once my gloves had been shipped. After not receiving a shipping confirmation, I began trying to contact Twins Special via the phone. On July 1, I received a phone call during which they informed me that the gloves I had ordered were not in stock and would take 3-4 weeks for them to get in stock. They offered to send me a list of available gloves they had in stock. I confirmed that I was willing to wait for the specific gloves I had ordered, but would still like to receive the e-mailed list of other options. I never received an e-mail. That was the one and only time I have been able to contact this company. Since then, I have called 3-4 times a week and have left a message every time (approximately 25 messages). In addition, I have sent e-mails. I have asked them to get in contact with me and warned them that if they did not respond to me I would have no choice but to report them. I have been anxiously awaiting my gloves that I ordered and have been extremely disappointed with their lack of professionalism to not respond to my messages. At this point, I would just like a refund for my money so that I can take my business elsewhere. I also have other friends who have experienced similar issues with this company and have not receiving their original order (placed in October 2013) nor the refund that was promised to them in May 2014, when they finally answered the phone. This company needs to be held responsible for their lack of professionalism and for not supplying the promised and paid for merchandise.Desired Settlement: This business is responsible for refunding my money due to not providing me with the product that I ordered. I do not want them to send me the product anymore. I have given them ample time for fulfill this order and have heard from other sources that IF and WHEN they do, they deliver the incorrect order. This business needs to refund my money in a timely manner.

Review: Purchased equipment from them on May 27, 2014. Two pieces of head gear(Cat #'s: [redacted]. I was charged immediately, $171.71. Today is July 7th and I have not received the product. I requested to speak to them on June 17 and got in contact with a representative. I was told one of the pieces of head gear was delayed in Thailand and was given 2 options: wait for the piece or get an equivalent head gear which was available in stock. I chose the replacement and was told the products would ship the day after. Two weeks later and no indications of delivery. Total time 6 weeks.Desired Settlement: Honor their end of this business transaction and deliver the products.

Review: Placed an order with Twin's Special on 4/4/2014 for a pair of boxing gloves, black, premium leather with velcro - 12 oz (Order # [redacted]). As of 6/26/2014, this order has not been received. I have tried to contact the company several times through phone calls, voicemails, and emails. No one ever answers the phone. No one ever returns voice messages. And, no one ever replies to emails. All I want to do is inquire about my order, why the delay, has it shipped, etc, and I have been unable to get an answer. It's as if everyone at the company just vanished off of the face of the earth.Desired Settlement: If they are not able to ship me the mechandise I ordered, then I want a full refund. At the very least, I want to know whats going on.

Review: I placed an online order 1/22/2014 and my account was debited for the purchase $101.21. I have made numerous calls to the company to find out where my order was. The last contact I made after 50+ phone calls was the end if February where I was told my order would be here the second week of March. When I did not hear anything about delivery I started making calls again, but have been unable to speak with anyone and I have not received a call back from the numerous messages left. I have been asking for a refund due to the delay in receiving my order. As of today, I have not received a refund, a call back or an email. At this point I don't know what to do?Desired Settlement: Refund of the $101.21

Business

Response:

Thank you for contacting us regarding this case. We regret being unable fill this customer's order in the timeframe she needed due to a delay from the factory. Her order has been cancelled and a refund check is being sent to her.

We are sorry for the inconvenience to this customer. Should the customer have any future need for equipment, she can claim a discount of up to 25% off any in-stock items in her next order, which could be a very substantial savings, depending on what she buys. The discount is good for an order of any size. To claim this discount, we recommend that she contacts us in advance of placing her order to confirm item availability and have the discount applied upfront.

Regarding the customer's difficulty reaching us during the month of March, we have since upgraded our phone system, and are continuing to test and make improvements to that system to better handle call volume during peak hours. Beginning last fall, we experienced a challenge of higher demand combined with unusual delays from the factory in Thailand. Our customer support team has grown, and at the same time, the number of customer service concerns has been diminishing as shipments from the factory have recently been arriving. As a company, we are taking steps to ensure the problems we've experienced do not repeat themselves.

Again, we apologize for the customer's experience, and wish her all the best.

Best Regards

Twins Special Staff

Review: I placed an order (#[redacted]) for 2 pairs of boxing gloves ($176.84) on 18 November 2013. My credit card was charged accordingly. It is now 4 months later and my purchase has not been delivered nor have they contacted me to let me know the status of my delivery. I have called on many many occasions only to reach an answer phone. I have left many many messages, all of which have gone unanswered. Quite often the answer phone's message box is full. I have repeatedly emailed them, I have submitted requests via the contact form on their website and have not heard back from them. On one occasion in January someone actually answered the phone and assured me my order would be shipped in the next 7-10 days. Two month's later, still nothing. The lack of communication on their part has been extremely frustrating. I live in New Zealand and every call I make costs me MORE money. I just want the gloves and the courtesy of a reply to my requests.Desired Settlement: PLEASE just ship me my order! And an apology and credible explanation for their lack of service wouldn't go amiss either.

Business

Response:

Thank you for contacting us regarding this matter. We were able to connect with the customer, and updated her about the status of her order. She was happy for the update. The air freight shipment containing her order is in route to America now, and we expect to have it at our warehouse this week. We are all greatly looking forward to its arrival, and will share the customer's relief when we are able to give her a tracking number. As a courtesy, we added a pair of a handwraps to her order (a $14 value) free of charge. Additionally, we will be shipping the customer's order to her new address in New Zealand, rather than the original address in Los Angeles, and have discounted the shipping cost for her.

Best Regards

Twins Special Staff

Review: My father and I placed an order (order number is [redacted]) on November 28 at 2:52pm. Below are the the items we ordered.

AGBlkL Twins Ankle Supports

Color: Black

Size: Large

AGBlkM Twins Ankle Supports

Color: Black

Size: Medium

[redacted] Twins Competition Shin Guards- Pro Synthetic

Color: Blue

Size: Small

The order total: $136.56... First I would like to point out that for the Twins Competition Shin Guards, we SPECIFICALLY selected black, NOT blue. We placed this order over two weeks ago, and have yet to get a response. I attempted to call customer service at various times throughout today, and have just gotten voicemail, whose mailbox is full. I sent an email earlier today and have yet to get a response.

I also placed a second order (order number [redacted]) on December 13 at 9:33am. Below are the the items I ordered.

[redacted] Twins Boxing Gloves- Pro Synthetic w/ Velcro

Color: White

Size: 10oz

[redacted] Twins Boxing Gloves- Pro Synthetic w/ Velcro

Color: Blue

Size: 14oz

This order total is $149.51. I am someone who lives paycheck to paycheck, so I need these items or a refund. This is unacceptable and I refuse to do business with Twins Special until this is resolved, which is unfortunate because I've used these products in the past and have enjoyed them. Please resolve NOW!Desired Settlement: I would like the CORRECT items with the CORRECT colors, OR a refund. It is also important that due to my relgious reasons, the shin guards and gloves that get sent to me are the SYNTHETIC ones, and NOT LEATHER. Thanks! Please resolve NOW!

Business

Response:

Thank you for contacting us regarding this matter.

Review: On May 16, 2013 I ordered the following items from the Twinsspecial online store:

FBGV5RED16 Twins Horizontal Slide Boxing Gloves- Premium Leather

Color: Horizontal Slide Red

Size: 16oz $73.00 1 $73.00

FBGV8 Twins Spider Boxing Gloves- Premium Leather

Color: Spider Blue

Size: 16oz $63.00 1 $63.00

CH1Blk Twins Handwraps

Color: Black

$14.00 2 $28.00

The total bill, including shipping was US$186.39, which was immediately charged to my credit card. I read several online testimonials that touted fast shipping, etc, and chose to order with twins because of this. I had specifically placed the order in a timeframe to be shipped to a friend's forwarding service in Florida, to join a shipment to Costa Rica. I missed that window and am still waiting. Since that order was placed, I have been checking my account online for updates, but the product constantly shows "PROCESSING". I tried repeatedly to contact customer service by phone, with no luck. My calls went unreturned.

On May 26, I sent an email through the twinsspecial website requesting assistance. On May 30 I received a reply from "[redacted]" stating:

Your items had been ordered from our factory and we're expecting them within 2 weeks. Please send us your address and I will check whether we can ship it there to Costa Rica.

Best regards,

I responded with an address on June 10th. I have since heard nothing. I sent another email on June 19th asking to cancel the order and refund my money. Again, no reply. The order status still shows PROCESSING. I have just today sent ANOTHER email via the Twins website demanding a response.Desired Settlement: I would like to have the order cancelled and the full US$186.39 refunded to the VISA card that has been long since charged for this order. I do not wish to do any business with this company.

Business

Response:

This order has now been cancelled and refunded according to the customer's request. It may take 3-5 business days for funds to reappear in the customers credit card account due to bank processing times.

If the customer wishes to order from us again, she may call and reference this case and we will offer a discount off her next purchase. We will also be happy to inform her regarding the availability of any items she might be interested in.

Regarding the current cancelled order, we experienced an unavoidable production delay from our factory in Thailand. Under the circumstances, we would certainly have offered a discount on the order, and provided the option of accepting any in-stock items as a possible substitution.

We are sorry that the customer was unable to contact us last week during the Independence Day holiday period. We certainly make our best effort to follow up with each customer.

Best Regards,

Twins Special Customer Support

Review: I ordered a pair of boxing gloves on the website. I received a confirmation of payment but have not received any kind of email suggesting a shipment date. I tried contacting the company but have not heard from them. I called and sent emails for a follow up on my order status. The company has failed to contact me.Desired Settlement: I would like to hear from the company as soon as possible. If I do not here from them I would like a refund.

Review: On January 6th, 2014 I placed an order for 6 pairs of boxing gloves with [redacted]. He charged my account in the amount of $347.00 on January 17th, 2014 and he informed me they would take approximately 3-4 weeks. but no more than 6 weeks. I received one email response telling me the products would ship the third week of February 2014 and still have not received anything. There has been no answer by phone and no returned phone calls to my numerous messages about the status of our order. Since that time all of my customers demanded a refund and purchased their gloves elsewhere creating an embarrassing situation and causing me to lose business.Desired Settlement: I would like a full refund and my account closed with this company.

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 ($412), 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 .

Best Regards

Twins Special Staff

Review: Its been more than 6 months and I have not received my merchandise I paid for purchased 3/6/14. No one answers when I call or responds to emails.

on 4/10/14 I sent an Email stating "When will my order be arriving. I've called several times and no one answers."

4/25/14 A day before [redacted] actually answers phone repelies that there is trouble in Thailand and that the reason for the delay, I ask why did he not at least update me why do I have to track this down.

in an email offers substations to order from, I said I did not want those substitutions and said it would not be longer than another month or so, I told him I would wait.

5/2/14 I sent email and asked "When will the shins guards I originally ordered be in how much longer is the time frame?"....no email or phone reply

6/05/14 I send another email " Can I get an update on when my shin guards will be in.".......again no reply

6/30/14 I send another email "I have been very patient. I want the merchandise I purchased. It is completely ridiculous that no one can answer the phone since I call very frequently. I want update on the status of my purchase.!!!!!!!!!!!".....still no reply

7/25/14 I send another email "I still have not got an update or reply very disappointed with customer service. I will be contacting the Revdex.com if I am not emailed or contacted by phone [redacted]. I want what I paid for I should be given my order and extra merchandise for the amount of time and inconvenience this has caused me."............still no reply

Over this time period I call and call no one answers the phone. I do have the emails to confirm my attempts at correspondence.Desired Settlement: I want my Merchandise or a refund and an apology this is ridiculous how terrible the service and lack of communication is.

Review: On 6/22/14 I placed an order online for Sparring gear: Twins classic shin guards (model SGL2BlkM) and twins full face head gear (HGL3BlkL) - order #[redacted] . Total including shipping was invoiced at 171.38. This amount was drafted via EFT from my checking account on 06/24/14. As of July 1st I still had not received the products nor had I received any communication from this company as to the shipping status. I contacted the company and left two messages checking on the shipping status of my order. I sent an e-mail and left another message on 07/02/14 again asking for status. I received a call back from a man named "[redacted]" who stated that the company did not have these products in stock sue to delays from their Thailand manufacturer. When I asked him how long it would take to get the merchandise in stock, he did not answer. Instead, he said there are alternative merchandise he could ship instead. I told him I would have to think about that. I decided shortly after this call to cancel the entire order and I called back on 07/02/14 and left a message to this effect. I also sent an e-mail to the company to cancel the order and issue a full refund immediately. I still have been issued no refund as of 07/09 and attempts to contact the company by e-mail and phone have gone unanswered.Desired Settlement: I would like a full refund of 171.38 to be credited back to my credit card information as soon as possible.

Review: I placed order on 22 May but have not received product nor any update on product. Plus none of the numbers on the website are actually in service so I have no way to contact the company.Desired Settlement: The money was immediately taken from my credit card but no product delivered. I want the product delivered ASAP or a complete refund of my money.

Review: On February 22, I place an order for boxing gloves and head gear. My debit card was charged immediately for $177.14. The order number is [redacted]. Over the following months, I left at least 10 different voice mails and sent numerous web submissions through the company website. On May 10, I finally got in contact with "[redacted]" by sending a message to the company facebook page. He assured me he would raise the issue with customer service and I would be taken care of. That was the only contact I've ever had with someone at the company. I have since sent more web submissions and left more voice mails to no avail. The company still has not contacted me, refunded my money, or fulfilled my order. I will not purchase from this company again.Desired Settlement: I would like the products I ordered.

Review: I ordered a thai training pad, gloves, ankle wraps, and hand wraps on 5/10/2013. I waited 2 weeks before contacting customer service through email and then tried again another month. Both requests were never answered. I called customer service approximately Feb of this year and reached someone on their line. I voiced my complaint and cancelled my order for the thai pads, ankle wraps, and hand wraps but I would continue to wait for the gloves. Customer service assured me that my request would be honored and that the gloves would be shipped ASAP and with a 45% discount. I waited until 4/25/2014 for my gloves, checking my credit card company for any refunds for my order but found out tjhat there was still no change to the price for the cancelled items and discount for the gloves. I was called by customer service around 4/2014 and was asked for a confirmation on my address to ship the gloves. The gloves never arrived instead the thai training pads that was supposed to be cancelled arrived. I have constantly called customer service with no one picking up and just left voicemails concerning my order, the discount that was promised, and the refund for the cancelled items. I have waited patiently for a year for the order and would like to settle this.Desired Settlement: To cancel all items ordered and get a refund for my orders and expedited shipping fees. I will send back the cancelled thai training pads that has arrived and I am not expecting to pay for the return shipping fees for it.

Review: I ordered 2 pairs of Twins wrist bag gloves on March 28, 2014, and have yet to receive any information stating they have shipped. I contacted Twins Special on March 2nd and was advised that the gloves I ordered were unavailable, but that I could get different ones in stock shipped immediately (I was told they would arrive within 5-8 business days), or I could wait a few weeks until the ones I wanted were in stock. I chose to have different gloves and colors shipped immediately. I have yet to receive any more information from Twins Special and all calls have been unanswered.Desired Settlement: I would like my gloves either delivered within a timely matter in excellent condition (the ones I had ordered originally), or my money back.

Business

Response:

We are happy to report that the gloves were delivered to the customer on April 12th (within 8 business days of the discussion with the customer.) We understand the customer was concerned that the items might not arrive within the timeframe discussed.

To review the timeline briefly:

The customer placed his order on Friday 3/28/2014.

On Wednesday 4/2/2014, the customer connected with customer support, and was advised that while the items he had originally ordered were not available, with minor adjustments we could fill his order within 5-8 business days. 8 business days would mean delivery on 4/14/14.

Also on Wednesday 4/2/2014, a large shipment arrived at our warehouse. The reason customer support told the customer it would take 5-8 business

days to deliver his order is because one of the items in the customer's order had to be

drawn from that large incoming shipment, and prior to pulling items for

individual orders, it was necessary for the warehouse staff to verify

the contents of the shipment.

On Thursday 4/10/2014, 6 business days after his discussion with customer support, the customer received a tracking number for his items, which were shipped to him via USPS Priority Mail instead of UPS Ground at no additional cost to the customer.

On Saturday 4/12/2014, the customer received a package containing the items he discussed with customer support.

Also on Saturday 4/12/2014 we received notification of this Revdex.com customer complaint, which was apparently filed on 4/9/2014, only 5 business days after his discussion with customer support.

We apologize if the customer had any difficulty reaching us. The past week has been very busy with customer service handling many outgoing and incoming calls while our warehouse staff members have been putting in overtime to fill orders as rapidly as possible.

Should the customer have any additional equipment needs, he is welcome to contact us. We will be happy to help in any way we can.

Best Regards

Twins Special Staff

Review: I ordered on 2/12/2014 (almost 2 weeks by now) and have not received a tracking number or any shipping details.

I've tried to call over a dozen times and used their online contact form without any response.

Attempting to leave a message fails as their 'mailbox is full'.Desired Settlement: I'd like the order to be shipped, and an explanation of why there is no way to contact them.

Business

Response:

Thank you for contacting us regarding this customer concern. We have had a significantly increased volume of sales and customer communications

recently, and to address this, we have added new members to our customer

support team. We are also in the process of upgrading our phone system.

In this case, the specific color that the customer requested was unavailable and had to be special-ordered from the factory, but we were able to contact the customer and found an in-stock model for him that suited his interest. This item is now being shipped to him, and we discounted his order due to the inconvenience he experienced.

The customer also mentioned an interest in adding a pair of boxing gloves to his order. We offered to add these items at a significant discount and without additional shipping charges. He decided to wait for his current order to arrive, and so we made a note in our system so that he could call us in the next month and receive those gloves at the same discount offered, plus shipping.

The customer seemed satisfied, and is looking forward to receiving his Thai pads. We wish the customer all the best.

Best Regards

Twins Special Staff

Consumer

Response:

They called today and offered a 10% discount on a similar item to be shipped immediately, as compensation of the three-week delay in shipping and the lack of support.

Until they update their website to show stock levels or include warnings that out-of-stock items will be shipped from Thailand with significant delays, I would not recommend purchasing from them.

Regards,

Review: I ordered two pair of boxing gloves in July, 2014 and was charged for the gloves. I ahve not received the gloves and cannot get anyone to call me back regarding the glove order.Desired Settlement: I would either like a FULL refund or to have the gloves shipped immediately because they are needed for an event on November 1, 2014.

I ordered merchandise as a gift from them in the amount of $60, after a month with no contact it took me two weeks to get a response after multiple emails and phone messages- they said the product was out of stock and would send a list of similar products- the products they sent in the list were not at all similar and I requested a refund. It has now been a month since my refund request and two months since they charged me and I have not heard anything from them despite multiple attempts to contact them.

Review: I've had a product on back order about three months. I've left 19 voicemails 3 emails and I called two hundred times Monday and Tuesday alone. No one will call back and I've been calling a month strait I spent 147$ for equipment I desperately needed but now I'm so frustrated and upset I just want my money back I don't care about the product now I just want my money back and never have too deal with them agin. This is especially hurtful because I've ordered from them before and I've always had too wait months but they did always keep in contact. Now they won't and I'm worried they stole my money. I know there only doing this because I've been trying not too be mean and rude about it but I needed that gear and I realize I won't be getting but if you can help id appreciate it because I at least need my money back so I can by some equipment elsewhereDesired Settlement: I just want my money back