Twins Special

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
So pretty much this is my second complaint about the same company and the same issue that was never resolvedMy last complaint was closed after the company contacted me with a reslotuion, statiing I would get my (*** Twins Perseverance Boxing Gloves)in about weeksThat was sometime around the 3rd week of FebuaryIt is now days from going into the month of April, and I have yet to recieve my gloves that I ordered on January 2, When I called I was told another to weeksThis is insane for one pair of gloves to take so long to getLook up my last complaint for more details on the purchase.I want to speak with the owner and find out why its so hard to send pair of glovesI want them to put a rush on my gloves, Iam sure they can make the exception and get them to me
Regards,
*** ***

Thank you for contacting us regarding this matterThis week, a manager was able to connect with the customer and address her concernsWe now have the item she originally ordered available, but she has found a substitute locallyTherefore, 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 significantlyThe sport bag normally sells for $118, plus shipping, and the customer received a discount of approximately 75% off that price, with free shippingThe 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 FacebookThe 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 systemsWe do not advertise customer support service through social media, and our Facebook page is not intended as a forumIf 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 assistanceOnce the customer has been contacted, the message is typically archived
Best Regards
Twins Special Staff

We regret being unable to fill this customer's order prior to her complaintThe 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 orderWe attempted to contact her by telephone but were
unable to connect
Therefore we have confirmed for the customer cancellation of her order via emailPrior to the complaint being filed, we discounted her product cost by 10%, reducing her total paid balance (including shipping) to $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 $(25% more off the product price) for a final cost of $if she still wants itWe 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 previouslyWe have been taking steps recently to upgrade our phone systems and expand our customer support team to address increasing call volumeOur 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

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

Thank you for contacting us regarding this customer concernThis week, we were able to contact the customer again, and confirmed that he still wants the gloves, which we are expecting to receive in a shipment to our warehouse from the factory next week
Prior to this complaint, the
customer received two courtesy discounts from customer service, on January 7th and February 11th, totalling $(20%) off the $price he paid for his glovesAs an additional courtesy to the customer, due to the unexpected delays we have experienced from the factory, we issued him an additional $discount (15%) this week, increasing his total discount on the gloves he ordered to 35%
The customer seemed happy with the outcome of our latest contactHe is certainly welcome to contact us if he has any additional needs
We apologize if the customer had any difficulty in reaching our customer support staffWe have recently added new members to our team, and are in the process of upgrading our phone system to address the increased volume of communication we are experiencing
Best Regards
Twins Special Staff

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 *** not ***
The problem in this case was caused by significant delays from the factory in Thailand- as
the customer noted, we shipped out of 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 orderThe customer may have forgotten that because of the inconvenience in this case, we discounted his boxing gloves with a partial refund of $back on December 3rdIt 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 helpWe 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 $applied to his next order from us by calling to place his order by phone
Best Regards
Twins Special Staff

Thank you for contacting us regarding this customer concernIn the last month, all items were delivered to the customerIn 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 customersThe 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 ThailandDelivery timelines from the factory for this large batch of orders changed several times, which created complications for our customer service teamDuring that period of delay, we had to handle an increasing volume of communication, and we are aware that some calls or emails were missedWe 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 supportWhen 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 possibleSince then we believe things have been getting much betterWe 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

Thank you for contacting us regarding this customer concernWe 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 teamWe are also in the process of upgrading our phone system
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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 interestThis 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 orderWe offered to add these items at a significant discount and without additional shipping chargesHe 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 padsWe wish the customer all the best
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've now successfully received my entire order on 4/28/I consider my complaint satisfactorily resolved
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 resolvedIn the future I would hope that TWINS Special would do a better job at addressing their customer service, and although I am happy with the resolution, I will not be shopping with TWINS Special again
Regards,
*** ***

Thank you for contacting us regarding this matterWe are sorry to have been unable to do more to help this customer due to unexpected delays from the factory in ThailandWe always try to give our customers the most accurate information possible, but in this case the timelines changed several
times
To briefly review what was done prior to the customer's complaint- we applied two discounts to her order, one for $7.00, and one for $16.85, totaling $(24% off the value of the gloves she ordered), leaving a paid balance of $
We were able to connect with the customer, and let her know that the air freight shipment containing her order is now in route to us and is expected at our warehouse this weekAs a courtesy, we offered to add a pair of $handwraps to her order at no additional chargeHowever, the customer indicated she no longer needed the products, and so we have arranged for a refund check in the amount of $to be mailed to her
We apologized to the customer for the inconvenience she experienced, and offered her a significant discount off any in-stock item in her next orderRegarding the difficulty she mentioned in reaching our staff, we are sensitive to this, and as she noted, we have recently installed a new phone system to help us better handle the volume of sales and customer service calls we are receivingWe have also brought on new team members to assist us in this areaWe believe these steps are helping us address customer concerns more rapidly and clear up any backlog of communication
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
My order has been shipped on April but I have got anything yetSo im hoping next week I will get itMaybe we should keep in touch
Regards,
*** ***

Thank you for contacting us regarding this matterThis 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 priceThis 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 $off the cost of the shinguards, when shipping is taken into accountWe offered to discount any other in-stock item the customer might have needed, but the customer did not need anything else at the present timeSo, 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 teamWe 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

Thank you for contacting us regarding this matterThe customer's order was delayed due to a late shipment from our factory in ThailandWhen 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
$sparring gear bundle to a $pair of curved punching mitts and a $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 ariseThe customer was also welcomed to contact us if he has any further equipment needsIf he does, he will receive a 15% discount off in-stock items in his next order
Best Regards
Twins Special Staff

Thank you for contacting us regarding this matterWe contacted the customer, and apologized for the inconvenience he experiencedOur 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 AprilUnfortunately, the items he requested were not included in the factory shipment delivered to us in the beginning of AprilWe tried to express order the items to correct this situation, but the timing did not work out as we hopedSubsequently we discussed possible substitutions with the customer, but the customer needed specific colors that we could not provideSince then customer support manager has contacted the customer and apologized for the inconvenience he experiencedThe order has been cancelled, and a refund check issuedAdditionally, 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

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 requestThe customer received two cash discounts prior to the compaint
being filed, with the total cash amount applied
being $or
approximately 23% off the cost she paid for her itemsAt 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 periodWe have been working to address customer concerns as rapidly as possibleWhen 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

Thank you for contacting us about this customer concernWe 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 weeksThe 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 glovesWe 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 teamWe 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

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
Thank you so match for your help !
Only yesterday I got all my things from Twins by UPS
Thank You
***
Thank you so match for your help !
Only yesterday I got all my things from Twins by UPS

Thank you for contacting us regarding this customer concernWe regret being unable to do more to assist this customerDue to delays in production at the factory in Thailand, we did not have the items on hand to deliver the customer's order within the expected timeframeTherefore, a manager has
approved the cancellation of the customers order, and she is being refunded the $as she requested
It is worth noting that because of a recently arrived shipment, we currently have a large selection of gloves and other items in-stockIf the customer has any need for equipment, she is welcome to contact us to inquire about the availability of items, and we will be happy to offer her up to 20% off any in-stock items in her next purchase
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 belowGood afternoon,
I recently filed a complaint against Twins Special regarding some boxing gloves I ordered back in November and I have not yet received them. They had contacted me by phone, a manager stated the gloves would be shipped in weeks. It has been weeks now and I still have not received by gloves. I have left messages with the company and even spoke to someone who stated someone would be calling me back, I have not received any return phone calls. I am tired of dealing with this company and now am seeking a full refund. They have not followed through with anything they have promised. They have reimbursed me so far but I am requesting they pay me back in full. As I stated before they won't return my phone calls. If you have any questions please call me at *** My complaint number is ***
Thank you,
*** ***