Twins Special

These guys never answer the phones or even bother responding to emails. But funny thing is they send out bt promo codes and discounts so they can scam you further. I want a response my stuff or my money back.

I have ordered gear on https://www.twinsfightgear.com/ in November 2017. My credit card was charged and I have received an email confirmation that the order was placed. It is now October 2018. 11 months has passed. I have called, left messages, sent numerous emails. I have received only one email from them in March 2018, saying that they do not have things that I have ordered and I would need to wait another three months. Since then, they have ignored all my messages asking for either a refund, or the stuff that I have ordered. I have read that lots of other people are going through the same nightmare.. but will I really ever get my order or a refund or they just stole my money?

Thank you for contacting us regarding this customer concern. The order has been cancelled and fully refunded. To review what happened in this case:
Customer placed an order on 3/25
Customer support representative contacted the customer on 3/26 because the colors he...

requested were unavailable. Found an acceptable substitute in an inventory shipment arriving in early April. Customer expressed some dissatisfaction that the original colors were unavailable.
Customer support manager contacted the customer on 3/27 because the original colors requested by the customer had become available in the incoming inventory shipment based on a cancelled reservation. The customer seemed happy about this.
After the inventory shipment arrived and was counted and processed at our warehouse, we shipped the package to the customer. Due to the large size of the inventory shipment and the high quantity of orders that were filled from it, the date of shipping for this order was 4/18, approximately two weeks after the shipment arrived.
During this period, due to an exceptionally high volume of incoming and outgoing customer support communication, our customer support team missed several messages from the customer. The customer, in frustration, refused to accept delivery of the package, and although we requested UPS return the package, the carrier failed to return the package to us.
A customer support manager, after reviewing the case, determined to refund the customer in spite of the loss of the package. The order was cancelled in our system, and a refund check was mailed to the customer.
We wish the customer all the best.
 
Best Regards
Twins Special Staff

Revdex.com:
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 have spoken with the manager and my shipment has left the warehouse as of today with an extra set of hand wraps at no extra charge. I do have a tracking number. When the package arrives and its contents are in good order, I will consider this complaint resolved. I wish the company the best of luck in getting caught up on their orders.  Thank you Revdex.com.
Regards,
[redacted]

This week, we reconnected with the customer by phone and updated him about the status of his order. The large shipment containing his order finally arrived at our warehouse in San Diego last week Wednesday, and because of the size of the shipment, it took several days to inventory everything before we could begin giving individual customers tracking numbers. We are happy to report that this customer's items are now packed and shipped via Priority Mail.
Should the customer have any additional equipment needs he is welcome to contact us and reference this order number to claim a discount of up to 15% off in-stock items in his next order.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this customer concern. This week we were able to contact the customer, and applied a $23 discount to his order. We expect to be able to ship the customer's items to him soon. Should the customer have any additional questions or concerns, he is welcome to contact...

us.
Regarding the difficulty the customer has experienced reaching our staff, we have recently added  new members to our team and are in the process of upgrading our phone system to better address the increased amount of sales and customer service communication we are handling.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this matter. This week, we were able to contact the customer and resolve his concern. We have shipped his order to him via USPS Priority Mail, containing the exact items he originally ordered, plus an extra pair of $14 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 shipped. We 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 case. We 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 shipment. We 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 factory. Timelines 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 management. We 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 delivery. This is a normal 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 delay. We are sorry the
customer had difficulty reaching us. During 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 order. At the time of the customer's call, the shipment was projected to reach Los Angeles by the 23rd of March. However, 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 shipment. As 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dear Sir of Madam
This is in reference to claim # [redacted] regarding an order I placed with Twins Special Company in San Diego CA on 11/23/13. Towards the end if January we received a call from a man representing Twins Special company and he informed my husband that $16.00 was refunded to my account due to the delay in shipping the Boxing gloves which  and we should be receiving the gloves within 8-10 days. As of today I have not received the gloves and I have not had any correspondence from him informing me of a shipping date.  I DO NOT want the gloves any longer since we already purchased a set of Boxing gloves.  I have sent him email messages and left telephone messages informing him of my decision and I'm not sure if he has listened to the messages.  I would not be surprised if he has and is simply ignoring my requests.  This has been my worst experience ordering online and the owner does not seem to be concerned with customer satisfaction. 
Thank you in advance for your anticipated help in resolving this matter.
[redacted]

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

We are sorry for the inconvenience this customer experienced due to delays from the factory. However, the shipment containing her order is now in transit to America via air freight and we should be able to ship her order to her next week.
This week, we had a positive conversation with the customer, and as a special courtesy, we applied a credit to her account equal to the remaining paid balance of her order (a discount of 20% was previously refunded to her). We will still ship the gloves she ordered to her, or another item of equal value. The customer has also been told if she wishes to buy additional items next week, we may be able to add them to her scheduled shipment without extra shipping charges.
Regarding the difficulties she experienced in trying to reach our customer support team, we recently installed a new phone system and have brought on additional team members to help handle the increased volume of sales and customer service communication. These steps have been helping us to resolve incoming customer questions more rapidly, as well as to clear up any backlog of customer communication.
We thank the customer for her understanding.
Best Regards
Twins Special Staff

Revdex.com:
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,
[redacted]

Thank you for contacting us regarding this customer concern. We have been in communication with this customer on multiple occasions due to unfortunate delays at the factory in Thailand. Prior to filing this complaint with the Revdex.com, the customer received two discounts on his order totaling $27.32 (a...

33% savings on his boxing gloves).
After talking with a manager again on March 2nd, the customer elected to keep his order for the back-ordered items and added a second pair of gloves to ship immediately. The gloves added normally sell for $130, and the customer received them for $50. This addition was made at a specially discounted price with the understanding that the customer would keep his existing order. As of today, these gloves have been delivered, and we will ship his back-ordered gloves to him as soon as they become available, hopefully in the next week.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this customer concern. The specific items ordered by the customer had to come from our factory. Earlier this month, we contacted the customer and reviewed in-stock options. A very similar model was available in-stock, but the customer needed that very specific...

color/size/model, and because we would not be able to offer him that item in the timeframe he needed it, we agreed to cancel his order and refund the full amount paid ($105.94). As a courtesy, we sent a $14 pair of handwraps to the customer at no charge.
We wish the customer all the best, and welcome him to contact us if he has any additional equipment needs. We'll be happy to offer him 10% off in-stock items in his next order.
Best Regards
[redacted]

Thank you for contacting us regarding this customer complaint. We regret being unable to fill this customer's order in the timeframe he needed due to factory production delays. We have agreed to refund the customer the amount of $99.90. We have also placed a note in our system so that the customer...

may receive an upfront discount of up to 20% off in-stock items in his next order. We wish the customer all the best and apologize for any inconvenience the customer has experienced.
Best Regards
Twins Special Staff

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

Thank you for contacting us regarding this customer concern. We regret being unable to do more to help this customer due to unexpected delays in production timelines from the factory in Thailand.
Regarding the customer's complaint that he had difficulty reaching our customer support...

team, we have been experiencing an increased volume of sales and customer support communication, and apologize if this caused any inconvenience to the customer. We have recently added new members to our customer support team, and are in the process of upgrading our phone system, in order to better address customers' needs.
To review the details of this order
The customer's order was placed by telephone on December 5th, and he received a 20% upfront discount ($18) off the listed price of $88 when he placed his order, due to item availability (the items were not in-stock). The paid total, including $17.14 shipping costs, was $87.14.
On January 31, 2014, the customer received a post-sale credit of $17.14, a discount of approximately 20% more off the original item price. This was refunded to his credit card.
In total, the customer received 40% off the item cost, in upfront and post-sale discounts.
After reviewing the customer's request to cancel his order, we have sent a cancellation email and refunded the remaining $70 paid balance. Again, we are sorry for the inconvenience experienced.
We wish the customer all the best, and if there is any equipment he needs in the future, he is welcome to call us to check item availability and place his order by phone. We will be happy to offer him up to 20% off any in-stock items, due to the inconvenience he experienced in this case.
Best Regards
Twins Special

Thank you for contacting us about this customer concern. This week, we were able to contact the customer and address his concerns. Due to a delay from the factory, the item originally ordered (18oz light blue laceup gloves) is unavailable at this time, but the customer was happy to accept a...

substitution of 16oz velcro wrist boxing gloves in the same color light blue. These velcro wrist gloves will be arriving at our warehouse this week, and we will ship them out to the customer as soon as possible.
The gloves we have substituted are $11 more expensive than what the customer originally paid, but we are making the upgrade at no cost to the customer. Additionally, we are adding a pair of $14 handwraps to the order free of charge, as a courtesy.
Should the customer need additional equipment in the future, there is a note in our system connected with his order so that he can call in, reference the old order number, and receive up to 15% off the items in his next order.
Best Regards
Twins Special Staff

3/18/14--placed my order and after a week I went online on their website to check on my shipment and there was no update available. I called at least 10 times a day trying every extension with no response or answer also sent message on their website that was never answered. Finally got somebody to answer after maybe 100 calls on 3/27/2014and was told that my stuff was on back order and container was due in that Friday and my shipment would be send in 4-6 days.
As of 4/14 my order still has not arrived and I continue to get no answer on the phone and have never had a voice mail returned. The worst customer service I have ever gotten in my life. do not order from this site

Thanks for contacting us regarding this customer concern. We were able to connect with the customer and agreed to overnight ship a pair of purple shinguards to her (at no additional charge, although the customer originally paid for ground shipping), and add in a pair of $46 bag gloves to her order...

at no additional charge. The customer seemed happy about this.
Best Regards
Twins Special Staff

We are happy to report that the customer's items were shipped to him via USPS Priority Mail last week prior to receipt of this complaint. We were in contact with the customer on the day that the items shipped, and again yesterday, and he seemed satisfied with the outcome.
However, as...

a courtesy because of the inconvenience he has experienced, we would like to offer him a discount of up to 15% off all in-stock items in his next order. He only needs to contact us and reference this order [redacted]
The items in this this customer's order were part of a delayed inventory shipment from Thailand that arrived at our warehouse on April 2nd. Because this was a large shipment, it took several days for our warehouse staff to verify the contents of the shipment before separating out individual customers' orders. According to our records, tracking info was generated for this order on Tuesday, April 8th, and the package went to our shipping agent. We contacted the customer by phone and by email at that time to let him know the good news. The notification of this Revdex.com complaint did not reach us until the next day, April 9th.
Best Regards
Twins Special Staff