Twins Special

Thank you for contacting us regarding this matter. This week, we were able to contact the customer and informed him about an incoming inventory shipment in route to the USA via air freight. We were able to offer the customer an item from this shipment very similar to the one he ordered (he requested...

silver gloves, and we were able to offer him silver gloves with a black palm).
The customer was happy with the option offered to him. The substitute gloves are $10 more expensive than the gloves he originally ordered, but we were glad to upgrade him at no additional cost. We also added a pair of $14 handwraps to his order at no additional charge.
We look forward to shipping the customer's order to him as soon as possible.
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]

Based on this information from the customer, we have asked our accounting department to cancel any check previously mailed, and send a new check to him within the next week. This should resolve the matter.
Best Regards
Twins Special Staff

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:
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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

Thank you for contacting us concerning this customer concern. We have contacted the customer and found an acceptable solution for him, substituting a pair of our Twins Tactical Boxing Gloves (normal price $130) for the gloves he originally ordered (sale price $70). The customer was happy to receive...

a higher quality, more expensive, pair of gloves at no additional cost to him, and we are glad to have resolved this matter in a positive way. The customer is welcome to contact us if he has any additional needs.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this matter. This week, the customer and a support manager were able to connect with each other and address the customer's concerns. A discount of $42 (20%) was applied to the items in the customer's order, and the customer was given an expected shipping date....

This seemed to satisfy the customer, and the discussion was followed by an email confirming the substance of the discussion. Should the customer have any additional concerns, he is welcome to contact the manager he spoke with, or any member of our customer support team.
 
Regarding the customer's complaint about having difficulty reaching our staff, we have recently brought in additional team members to customer support to help address the increased volume of sales and customer service communication we are receiving. We are also finishing the setup for a new upgraded phone system and training our staff to use it effectively. We believe that in the coming weeks, these steps will enable us to resolve customer concerns more rapidly.
 
Best Regards
Twins Special Staff

Revdex.com:
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,
[redacted]

Thank you for contacting us regarding this customer concern. Delivery of the customer's items was due to delays from the factory in Thailand, which also resulted in a higher than normal volume of customer communication. To address the increased volume of customer communication, we have recently...

added new members to our customer support team, and are in the process of upgrading our phone system.
As the customer noted, we did attempt to reach her on multiple occasions. Recently, we were finally able to connect with the customer by telephone, and based on her current needs, we cancelled and refunded her order. We also made a note in our system so that she or her son could get a discount on her next order.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this customer concern. The customer has now received his products, together with a discount of $40 applied (30% off the cost of his order).
Furthermore, if the customer has any additional need for equipment he is welcome to contact us and...

reference this order to receive a discount of up 20% off in-stock items in his next order. We recommend that he contacts us prior to placing the order to check item availability and claim his discount upfront.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this matter. We were able to contact the customer this week, and address his concerns. The air freight shipment containing his order is in route to America, and we expect to be able to give him a tracking number some time next week, which is not far from the time-frame previously discussed with him.
Due to the difficulty the customer described in reaching our customer support team, we have applied an additional discount of $22 (10%) to his order. We have recently upgraded our phone system and added new team members to customer support to help handle the increased sales and customer service communication we are receiving, and we believe these steps are helping us to respond more rapidly to incoming customer questions and clear up any backlog of communication.
The customer seemed satisfied with our response, and we look forward to shipping him his products.
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 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

Thank you for contacting us regarding this customer concern. We are sorry to have been unable to do more for the customer in this case, due to unexpected delays from the factory in Thailand.
This week, we contacted the customer and offered a discount of $37 (40%) off the items in...

their order, due to the circumstances of their order. When the customer said they did not need the items any more, our customer support manager extended the courtesy of offering to cancel the order but immediately ship to the customer an in-stock item (Twins Special Sport Bag, valued at $118) for just $30, with no shipping charges.
The customer ultimately decided to take a full refund of $106.21, and we have credited that amount back to the credit card connected with this order. The customer expressed a potential interest in ordering some items in the future, and therefore, we have made a note in our system so that he can claim a 25% discount on his next order.
Regarding the difficulty the customer says they had in reaching our customer support team, we have recently added new members to our customer support team, and are in the process of upgrading our phone system, to help address the increased amount of sales and customer support communication we are handling now.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this matter. This week, we were able to contact the customer and address his concerns. We have applied a 20% discount to the items in his current order, which will be issued to him in the form of a refund check, and we have upgraded the shipping for his order...

from ground shipping to Priority Mail.
We expect to be able to ship his items next week, and if the customer should have any additional concerns, he has been given the name and extension of the manager he spoke with. He is also welcome to speak with any member of customer support.
We apologize for any inconvenience the customer experienced. We would like to note that we have recently upgraded our phone system and added new team members in customer support. We believe these steps are helping us to address customer concerns more rapidly and clear up any backlog of communication.
As an additional courtesy, the customer support manager left a note in connection with the customer's order, so that the customer can call in, reference the old order, and receive a discount of up to 20% 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 contacted the customer and apologized for the inconvenience they experienced. As it turns out, we have a shipment of goods arriving this weekend which includes the items we could use to fill the customer's order, so we would...

be able to ship the customer his order next week, if desired. The manager who spoke with the customer offered several different courtesy options because of the inconvenience experienced by the customer, including:
A $20 discount (25%) off the cost of the boxing gloves, or
Adding $14 handwraps at no charge plus an upgrade to Priority Mail delivery, or
A significant savings off of any other items the customer might wish to add to his order
The customer declined these offers, preferring a refund, and so we have cancelled his order as requested. We wish the customer all the best and are sorry for any inconvenience he experienced.
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]

It appears that our customer support team was in communication with Mr. [redacted] several times by phone and by email since the initial Revdex.com complaint was made, and seemed to have found a solution...

satisfactory to Mr. [redacted], but our team failed to report this to the Revdex.com. We are sorry this message did not reach you sooner.
The solution reached with the customer was this: we shipped him a pair of in-stock $100 Thai Pads at no additional cost to him and agreed to ship the original $131 pair he ordered when they became available at our warehouse in California. We have been waiting for the other Thai Pads to come from the factory in Thailand, and are currently expecting their arrival next week.
The first package, with the $100 Thai pads Mr. [redacted] accepted as a free add-on to his order, was delivered to his front door February 26th. The UPS tracking number for this package is [redacted] 
If Mr. [redacted] has any additional concerns he is welcome to contact us. We hope you will review this matter and change the status of this complaint, given the information above.
Best Regards
[redacted]

Thank you for contacting us regarding this customer concern. We regret being unable to do more to help the customer due to unexpected delays from the factory in Thailand.
On 1/17/2014, the customer received a discount of 15% off the items in her order. This week, we contacted the...

customer to let her know that her gloves would soon be arriving at our warehouse in America, and offered her an additional discount of 20% off, but as it turns out she no longer had need of the gloves. Therefore, we have refunded the customer the remaining balance of her order ($74.32).
In closing, we informed the customer that due to the inconvenience with this order, we would be willing to offer her a discount of up to 25% off the items in her next order. We also apologized for any inconvenience she experienced.
With respect to the difficulty the customer described in reaching customer support, 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 receiving.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this concern.
On Saturday, March 1, we were able to connect with the customer, and agreed to send him at no additional cost, a higher-quality, more expensive pair of shinguards as a substitute for the back-ordered shinguards he originally...

requested.
This solution seems to have been positive for the customer. The shinguards he received are sold on our website for $109, whereas he originally paid $65, and received a discount of $10 on December 30th. Therefore, his cost for the $109 shinguards was only $55, plus shipping. His package is scheduled for delivery at his shipping address via UPS this coming Monday, March 10.
Should the customer have any additional questions, requests, or concerns, he is certainly welcome to contact us. Regarding his complaint about having difficulty reaching our customer support staff, we have recently added new members to our team, and are in the process of upgrading our phone system to handle the increased volume of sales and customer service communication we are receiving.
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.
The Company Twins Special has finally shipped the product. They also sent a photocopied letter thanking me for my patience during their difficulty. No further information was given concerning the over 4 month delay, they did offer a discount ranging from 10-15% if I order from them again (mentioned in the photocopied letter). I was charged the full price of the order (nothing was refunded to my account) and the order was shipped accurately with all of my items in the right color and size. I will not be ordering from this company ever again, but they did finally ship my order. I would like to thank you for your help with the situation. 
Sincerely,
[redacted]