Twins Special

This week and last week we connected with the customer and let him know the status of his orderThe large shipment containing his order arrived at our warehouse on Wednesday last week, and because of the size the shipment, it took several days for us to inventory everything before generating tracking numbers for individual customers
We are glad to report that the customer's order has now been boxed and shipped via Priority Mail, and the customer seems happy with this outcomeWe welcome the customer to contact us if he has any additional equipment needs, and reference this order number to claim a discount of up to 15% off in-stock items in his next purchase
Best Regards
Twins Special Staff

Revdex.com:
I did get a call from the company finally,and I did get them to cancel my orderi was told I would receive a refund check in the mail within business daysi am happy with the outcomehowever,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 business days though),I dont trust this company's word anymoreso if I dont get my check within the promised time,I will reopen the complaintthanks,
***

Hello,My complaint ID is *** and my issue has been resolved with the companyThank you for your help.Sent from my iPhone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Thank you for contacting us regarding this matterThis week, we were able to contact the customer and resolve his concernWe have shipped his order to him via USPS Priority Mail, containing the exact items he originally ordered, plus an extra pair of $handwraps as a courtesy (equal to a
discount of 15%)We offered to add to his order any in-stock items he needed at a substantial discount, and without additional shipping charges, but there was nothing else he needed, other than the items we have now shippedWe have also placed a note in our system in connection with his order so that he can receive a discount of up to 20% off in-stock items in his next order
When he spoke with the customer support manager this week, the
customer seemed satisfied with the outcome of this caseWe welcome him
to contact us if he has any additional concerns, or if he is ready to
take advantage of the substantial savings offered to him for his next
order
We would like to note that the customer's order was affected by the late arrival of a large inventory shipmentWe expected to have his items on-hand much sooner- in fact, we expected this particular shipment to arrive before his order was even placed, having ordered it months prior from our factoryTimelines for delivery of this particular inventory shipment to our warehouse changed several times, which is very unusual and caused many headaches for us, across all departments- website systems, customer support, warehouse and shipping, and managementWe are very sympathetic to the customer's complaint
Once the large shipment arrived, it took several days for our
warehouse staff to verify the shipment's contents and begin preparing
individual orders for deliveryThis is a process, but because of
the delayed arrival, our warehouse staff had to work overtime to clear
up a backlog of orders, and our customer support team had to handle many
outgoing and incoming calls related to the delayWe are sorry the
customer had difficulty reaching usDuring this period, we began to realize we were experiencing increasing call volume and began upgrading our phone system and adding new members to our customer support team in response
When he spoke with customer support back on March 22, the customer was told the items were unavailable, but we had a shipment coming which would be able to fill his orderAt the time of the customer's call, the shipment was projected to reach Los Angeles by the 23rd of MarchHowever, the shipment arrived on the 30th instead, and was not delivered to our warehouse until the 2nd of April
During the conversation, the customer support representative inquired about the possibility of a substitution between a red boxing glove with a black dragon and a a red boxing glove with a silver dragon, because the representative wanted to prevent any possible delays, observing that there were many more red-silver dragon gloves available in the shipmentAs it turns out the red-black dragon glove had already been reserved for the customer in the incoming shipment by the shipping department
Based on our last contact with the customer, we believe all of his concerns have now been addressed, and as stated above, the items he wanted have been shipped to him
Best Regards
Twins Special Staff

This week we were able to reconnect with the customer and update her regarding the status of her orderThe shipment containing her order reached our warehouse Wednesday last week, and because of the size of the shipment, it took several days for our warehouse staff to inventory everything and then begin to generate tracking numbers for individual customersWith the customer's approval, we have now shipped the boxing gloves to her via Priority Mail (we upgraded her shipping free of charge), and as an additional courtesy, we have added a pair of blue multi-color handwraps to her order (a $value)
If the customer has any additional need of equipment, the manager she spoke with has left a note in connection with her order so that if she contacts us prior to making her next purchase, she can receive a significant discount off the cost of in-stock items
Best Regards
Twins Special Staff

We are happy to report the customer's order is now being shipped as requested via UPS GroundWe apologize that the customer was unable to reach us in the past week to verify the status of his order
It took a bit of extra time to fill this customer's order because the items had to be
drawn from a large incoming shipment that arrived at our warehouse on April 2ndBecause of the size of this shipment from Thailand, it took several days for our warehouse staff to verify the contents of the shipment before separating out individual customers' ordersDuring the past week, things have been very busy here, as customer support had been making many outgoing calls and emails in addition to handling incoming communications, and our warehouse staff has been working overtime to fill customers' orders as rapidly as possible
We thank the customer for his patience, and if there is anything else we can do for him, he is welcome to contact us
Best Regards
Twins Special Staff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Revdex.com website says the complaint is now closed but the TWINS SPECIAL company still hasn't sent out my order yetThey were supposed to send out my order last week and still have not done thatI have tried calling and emailing them multiple times and I get no answerPlease get in contact with themThis is absolutely ridiculous since I believe I placed my order on Jan 27th and they are avoiding all of my calls and emailsThanks so much and take care
Regards,
*** ***

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

The customer notes in his response that he has not received the item yet, but it takes time for a package to reach a customer in EnglandAfter giving the package to the carrier we do not have direct control of the timing any more
A tracking number was emailed to the customer at the time of shippingUSPS tracking information shows that the package was given to the USPS carrier in San Diego on April 12th and then moved a central USPS facility in Los AngelesThe package left Los Angeles on April 14th (presumably in route to London)As it is now the 20th, and we shipped via Express Mail, we expect the customer will receive his package soon
Best Regards
Twins Special Staff

Thank you for contacting us about this customer concernWe are sorry we were unable to do more to help the customer in this case, due to unfortunate delays at the factoryWith respect to the customer's difficulty in reaching our customer support team, we also apologize, but would like to note that
we have recently added new team members to customer support to handle the increased volume of sales and customer service communication
Prior to cancelling the customer's order, a customer support manager reached out by telephone to contact the customer, and offered the customer 25% off the cost of the items in his order due to the inconvenience he experiencedUpon learning that the customer no longer had need of the gloves, the customer support manager agreed to cancel and refund the order, but in doing so, also made a note in our system so that the customer could call at a later date to claim a discount on a future orderWe wish the customer all the best
Sincerely
Twins Special Staff

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 telephoneTogether they found gloves he liked among available options, and those gloves have now been deliveredThe gloves delivered to the customer's son
are the same Tribal Dragon model that they originally ordered, with a color variationOur 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 itemThe customer said her son did need some other equipment, and so we look forward to assisting her with that
Best Regards
Twins Special Staff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Greetings,
This is in regards to my consumer complaint #***I would like this re-opened as I still have not received my merchandise from Twins SpecialI have tried contacting them many times (3/14, 3/18, 3/20, 3/24, 3/26, 3/31, 4/and 4/3) and have left several voice messages (3/24, 4/and 4/3)When I initially filed my compliant I spoke with a customer service manager ***, *** *** ***) and was assured that I would receive my produce withing 2-more weeks
Thank you for re-opening this,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Thank you for contacting us regarding this customer concern
We have been in contact with the customer on several occasions since this complaint was filed and we are looking forward to delivering his items to him soon- most likely next weekShould the customer need any other
products from our company, he can expect a substantial discount on his next order due to the inconvenience experience in this case

Thank you for contacting us about this customer concernWe regret being unable to do more for the customer due to unfortunate delays from the factory in Thailand(The delay was not between San Diego and San Pedro but between Thailand and San Diego.)
Regarding the customer's
complaint about being unable to reach our customer support team, we certainly make every effort respond to calls as they come in and to return voicemails left by customers, and apologize if the customer had any difficultyWe have recently added members to our customer support team and are in the process of upgrading our phone system to handle the increased volume of sales and customer service communication we are experiencing
To review the details of this case:
The customer originally paid a total of $98.33, including $for shipping and $for California sales tax
Prior to filing this complaint, the customer received three refund amounts from customer service, totalling $41, for an $item (a 51% savings)
We share the customer's frustration that this order did not come from the factory on schedule, but we cannot give her these gloves for free, as she suggestsEven if this were possible, we must still wait for the factory to deliver them
Therefore, we have refunded her the amount the balance of her order- $Should the customer have any other equipment needs, she is welcome to contact us to check item availability, and reference this cancelled order to receive a discount of up to 25% on the items in her next order
Best Regards
Twins Special Staff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
I still have not received my items but they have told me it should ship out soonWhen I receive my items I will be completely satisfied
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

After reviewing the wholesale customer
complaint, a manager came to the following conclusionThe customer's
wholesale order was cancelled, a refund will be issued to him for the
full amount paid ($
id="complaintDataControl_ctl01_ctl25_dollarLabel">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 springUnexpected delays of a large shipment from Thailand created many customer service challenges for usThe inventory shipment finally arrived, two weeks after this complaint was filedSince then we have been clearing a large backlog of customer concernsWe 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 rapidlyWith 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

Thank you for contacting us regarding this customer concernIn this case, the problem was caused by delays from the factory in ThailandWe have spoken with the customer recently and addressed their concerns by applying a substantial discount to the punching mitts, which will ship soon, and by
offering some guarantee of savings off their next orderThe customer seemed satisfied and we welcome them to call if they have any additional needs
Best Regards
Twins Special Staff