Twins Special

Thank you for contacting us about this customer concern. We were able to connect with the customer, and resolve her problem in a positive manner, by adding a second pair of $82 Dragon gloves to her order at no additional charge. Originally the customer ordered 1 pair of black-silver Dragon boxing...

gloves, and we upgraded her order to include both a black-silver pair and a white-gold pair. The customer seemed happy about this.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this customer concern. This week, the customer and a support manager were able to connect with each other on the telephone. 
 
Regarding the 15% discount amount that was credited to the customer previously, the manager provided an...

email with transaction details to help the customer talk with his bank and determine what occurred. Our records suggest the credit was successfully processed.
 
Regarding the goods ordered by the customer, the manager was able to give the customer a guaranteed shipping date, and as a courtesy, also agreed to an additional discount, to be issued in the form of a check.
 
The customer seemed satisfied with this resolution, which was noted in an email to the customer after the call.
 
Regarding any difficulty the customer had in reaching us previously, we apologize. We have had an increased volume of sales and customer support communication recently, and to address this, we have added new members to our team. We are also now finishing the setup of a new, upgraded phone system, and training our staff to use it effectively. In the coming weeks, we expect these steps will enable us to resolve customer concerns more rapidly.
 
 
Best Regards
Twins Special Staff

We are happy to report that the large shipment containing this customer's order finally arrived at our warehouse recently, and this week, we were able to pack and ship the customer's order to him. It has now been delivered to him. Prior to this complaint, the customer received a cash discount of...

$55.00 (about 15% off the cost of the items in his order).
We apologize to the customer for any inconvenience he has experienced, and we welcome him to contact us if there is any additional equipment he needs. If he contacts us prior to placing his next order, we will be happy to offer him a discount of up to 20% off any in-stock items.
Best Regards
Twins Special Staff

Thank you for contacting this about this matter.
We have spoken with the customer and resolved her concerns. She was satisfied and asked us to add two additional items to her order before it ships. We gave her a discount on these items, and did not include any additional shipping...

charge.
We care about every customer's experience and we are glad to have been able to find a positive solution for the customer. If the customer has any additional concerns, she 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 [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.
Issue has been resolved.. received boxing gloves two days ago. Thank you so much


 
Regards,
[redacted]

We are happy to report that the customer's order has now been shipped via internatial Express Mail. We upgraded him from Priority Mail to Express Mail at no additional charge, and also added a pair of $20 ankle supports to his order at no additional charge.
We apologize for any...

difficulty the customer had in reaching us. While we have been working to resolve many customer concerns caused by the delay of a large shipment from the factory in Thailand to our company in California, we have also been working to improve communications channels for the customers. We believe we are turning the corner on both points, but it is a process that has taken some time, and we appreciate the customer's patience.
Regarding the problem the customer described about the telephone number reaching the wrong company, it is possible he tried to dial the toll-free number, which only works for customers inside the USA, or perhaps that he dialed our office line incorrectly.
If there is any other equipment the customer needs, he is welcome to contact us and claim a discount of up to 20% off in-stock items in his next order.
Best Regards
Twins Special Staff

Revdex.com:
We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to us. We still can't understand why did it take so long but are happy they finally resolved this issue and mailed us our items after dealing with this nightmare for 6 months. Regardless the fact they have to improve in communication skills with their clients. 
Regards,
[redacted]

Thank you for contacting us regarding this customer concern. We are sorry we were unable to do more to help this customer due to significant, unexpected delays from the factory in Thailand. We are expecting to receive the requested items from the factory in the next week.
To review...

the details of this case:
The customer ordered three items with a total value of $185, plus $93.42 for shipping costs to Great Britain, for a total original value of $278.42
On January 1, we discounted the order by $28, a 15% discount of the cost of the items
On February 4, the customer requested we change the shipping address to Michigan. As a courtesy, we discounted the total cost of the order by an additional $66.16.
In total, the customer received $94.16 in cash back
The remaining paid balance of the order is $184.26.
We are expecting to receive the requested items from the factory at the end of next week.
As a courtesy, we have refunded the amount of $184.26 to the customer's credit card this week.
Should the customer still want the requested items within the next three weeks, we will honor the discount previously given to them, so that the total price of their order will be just $184.26, provided the items remain in-stock, and if it is more convenient to the customer, we will ship them to the original address in Great Britain, at no additional charge.
We welcome the customer to contact us with any questions or requests they may have, and again, we apologize for the inconvenience. In particular, we 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 address the increased volume of sales and customer service communication we are receiving.
Best Regards
Twins Special Staff

We are happy to report that the customer's order has now shipped as requested, and that two items worth a total of $82 were added to his order at a discount of 45%. To review:
The customer originally ordered 3 items and paid $170.65,...

including shipping. He ordered: a pair of MMA gloves, a pair of shinguards, and a jumprope.
In December, the customer chose to cancel the jumprope accessory ($22) reducing his total to $148.65.
Recently the customer added a pair of 14oz black premium leather boxing gloves ($70), and a pair of cotton handwraps ($14). The total value of this items was $84. For the additions to his order, the customer paid just $37 (a savings of $45- 53% off these additional items), increasing his paid total up to $185.65.
The MMA gloves, shinguards, boxing gloves and handwraps have now been shipped.
We apologize for the inconvenience the customer experienced in this case, and if he contacts us referencing this order, he can claim a discount of up to 20% off on in-stock items in his next order.
The customer's order was part of a large batch affected by unusual production delays at the factory in Thailand. We finally received the shipment containing his order in early April, and have spent the last several weeks clearing out a large backlog of orders. At this point, we have shipped out the majority of orders involved in that batch.
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 concern. On March 13th, three days after the customer filed this complaint, we were able to connect with her via telephone. We apologized for the inconvenience she experienced, and applied a discount of $53 (20%) to the items in her order.
We...

are happy to report that the shipment containing the customer's order is in route to America via air freight, and when it arrives at our warehouse next week, we look forward to shipping out her order along with many others. Sorry that this update was not sent to the Revdex.com sooner, but we have been busy working to contact many customers with the good news concerning this shipment.
The customer is welcome to contact us if she has any additional concerns. We have recently upgraded our phone system and have added more members to our customer support team to better handle the increased volume of sales and customer support communication we are receiving. We believe this is helping us to respond to customer questions 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 [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 complaint. The products arrived at our warehouse in California from the factory in Thailand later than needed by the customer. Therefore, we have cancelled the customer's order as requested. As an additional courtesy, we offered to send her a $14...

pair of purple handwraps at no charge. She was happy to accept these, and we have left a note in connection with her cancelled order so that she can contact us to receive up to 15% off in-stock items in her next order.
Best Regards
Twins Special

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.
Thank you for your assistance in this matter -- and for providing a great service to consumers in general.
 
-- [redacted]

Thank you for contacting us regarding this customer concern. As the customer noted in her complaint, we expect to have the shipment containing her order any day now. It is a large shipment coming via air freight, and contains many orders. Once the shipment arrives at our warehouse, we will be happy...

to ship her order to her as soon as possible.
Prior to filing this complaint, the customer received a discount of $20.77 on February 25, 2014 of the price of her order. This amount, which is equal to the cost she originally paid for shipping, is a discount of approximately 25% off the cost of the gloves she ordered.
The manager who spoke to the customer apologized for the inconvenience they experienced, and added a pair of handwraps- a $14 value- to their order at no cost. We hope this helps the customer feel better about their experience, and we welcome the customer to contact us if she has any additional needs.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this customer concern. The customer had two orders on file with us, and we are pleased to report that all items have now been delivered to him. As an additional courtesy, we have refunded the customer a total of $99.06 (a 43% discount off the cost of the...

products in both orders) in two payments. The first discount of $50 was applied on March 6, and the second discount of $49.06 was applied this past week, when the final package was shipped to him.
We wish the customer all the best.
Best Regards
Twins Special Staff

Thank you for contacting us about this customer concern. Seven days ago, we refunded the customer as requested. We are sorry that we were unable to do more to help this customer, as the items they wanted were delayed at the factory in Thailand.
Regarding the customer's complaint...

about being unable to reach customer support, we have recently added new members to our customer support team to help address the increased volume of sales and customer service communication we are receiving. We are also in the process of upgrading our phone system.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this matter. To review what has been done for the customer in this case:
On February 11th, a discount of $30 was applied to the order, reducing the paid balance to $179.22
According to USPS tracking info, the $82 gloves...

included in the order were delivered to the customer on April 21st.
The other item in the order is a $110 custom, triple color, made-to-order helmet which we are waiting for from the factory. Generally, sales of such unique, one-of-a-kind custom items are final and non-refundable, but due to an extended delay in production from the factory, a customer support manager has approved refunding the full value of the helmet ($110).  This leaves a paid balance of just $69.22, including shipping.
We wish the customer all the best. We have also placed a note in our system so she may receive an upfront discount of up to 20% off in-stock
items in her next order. To claim this discount, she only needs to contact us to confirm item availability when placing her next order and reference her cancelled order number. 
Best Regards
Twins Special Staff

Thank you for contacting us about this matter. This week, the customer and a manager were able to connect with each other, and the manager apologized for the inconvenience experienced by the customer. We care about every customer's experience, and regret that unexpected production delays from the...

factory in Thailand have affected the customer's order. 
 
The outcome of the discussion was that the customer still wants to receive the items in his order, and was able to have his concerns addressed by the manager. The customer received an additional $18 (20%) off the cost of the items in his order, and received a shipping guarantee from the manager. This was confirmed in an email sent to the customer. 
 
Regarding customer's complaint about having difficulty reaching our staff, we have recently added new members to our customer support team to help handle the increase in sales and customer service communication are receiving. We are also finishing the setup of a new, upgraded phone system and training our staff to use this system effectively. In the coming weeks, we believed these steps will help us resolve customer concerns more rapidly.
 
Should the customer have any additional needs, he is welcome to call us.
 
 
Best Regards
 
Twins Special Staff

We are happy to report that this customer complaint was resolved before we received notice from the Revdex.com that a complaint had been filed.
The customer attempted contact with our office in the morning on 4/22/2014, and we responded in the afternoon of the same day, addressing her...

concerns. We did not receive notice of this from the Revdex.com until 4/24. However, in a followup call with the customer on Friday 4/25/14, a manager confirmed that her concerns had been fully addressed.
To summarize the resolution of this case:
The customer's order had been part of a delayed shipment from Thailand which finally arrived a short time ago in April. When we spoke with her on 4/22, the customer was reassured to learn that the shipment containing her products had finally arrived at our warehouse in California from the factory in Thailand, and were now boxed up and ready to ship to her. The only reason the items had not yet shipped from our warehouse was that the unpaid balance of the order needed to be collected, along with shipping charges from California to Florida.
The customer confirmed on 4/22 that she still wanted the products, but wanted to check with her business partner, to be sure they were both in agreement. The customer support manager noted that the four sets of shinguards (retail store value) that had previously been added to her order free of charge would be included with the shipment, and volunteered to add two more as an additional courtesy. For the customer, who operates a brick and mortar retail store, these six bonus items may have a value of as much as $600. We also upgraded one of the synthetic leather boxing gloves in her order to a more expensive premium leather model at no additional charge.
By the evening of the next day, 4/23, we had repacked the order with the additional courtesy shinguards and generated a tracking number for the customer. We attempted to contact the customer by telephone on Wednesday 4/23 and Thursday 4/24, but were unable to reach the customer by telephone to collect payment until yesterday, Friday 4/25. Once payment was collected, the customer's order was released to UPS. Expected delivery date is Thursday next week 5/1.
To the best of our knowledge this complaint has been fully resolved. The customer seemed much relieved in her conversations with our customer support manager this week. If she has any additional needs, she is welcome to contact us.
Best Regards
Twins Special Staff