Twins Special

Thank you for contacting us about this customer concern. As the customer noted in their complaint, we did send them a valuable pair of yellow premium leather boxing gloves for their use, with the understanding that they would keep their order with us. We regret being unable to do more to help this...

customer, as the items
they originally requested have not yet come from our factory.
In the final outcome of this case, taking a variety of considerations into account, a senior manager approved a full refund for the customer, so that the boxing gloves we had sent to them previously were in effect, a "free" item, with zero shipping charge. This exceeds our standard customer service policies, but we were happy to be able to help the customer somehow. A check for the paid balance has been issued.
Should the customer have any additional questions or needs, they are welcome to call or email us.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this customer concern. We are happy to report that we connected with the customer and offered a positive solution for him, which he accepted.
In consideration of the customer's circumstances and the inconvenience he experienced, we offered to...

send the customer two pairs of gloves instead of one, at no additional cost. Both of these pairs of gloves are equal in quality, value and design to what the customer originally ordered.
We wish the customer all the best.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this matter. We have spoken with the customer about this recently and addressed their concerns. The customer seemed satisfied.
The customer's items had to be special-ordered from the factory in Thailand, and unfortunately the factory experienced...

some unusual delays in production this winter that affected a number of customers' orders. We care about every customer and worked to try to resolve this as quickly as possible. During this period we also experienced a higher than normal volume of customer communication, so we apologize if the customer had any difficulty reaching us.
Now the batch containing the customer's order is complete and we are awaiting delivery of the air-freight shipment to our warehouse. Due to the inconvenience, we have applied a discount to the order. If the customer has any further concerns, we welcome them to call us and we will do our best to make sure their experience is a positive one.
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 in the timeframe he needed, but we have cancelled his order as requested, and we wish him all the best.
During the month of April, our warehouse staff and customer...

support
team were all exceptionally busy, as we were clearing a backlog of
orders that arrived late from the factory in Thailand. We apologize for
any difficulty the customer may have experienced in reaching us during
this period.
Based on the inconvenience he experienced in this case, we welcome the customer to contact us in the future if he has any equipment needs. We will be happy to confirm the availability of any item for him before he places an order, and as a special courtesy, we will offer him up to 20% off any in-stock items in his next purchase of any size. Depending on the size of his next order, this could be a very substantial savings.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this customer concern. We regret that we were unable to do more to help this customer due to factory delays. We contacted the customer this week to address her concerns and also to let her know we have incoming stock that would allow us to fill her order. As a...

courtesy, we offered the customer a substantial discount on the items in her order, but she explained she had already found the gear she needed locally. Therefore, we agreed to cancel her order, and told her we would place a note in our system, so that if she called in and referenced her old order, she would be eligible to receive a discount of up to 20% off the items in her next order. The customer thanked the manager she spoke with, and seemed happy with this resolution.
Regarding the customer's complaint about having difficulty reaching customer support, we have recently installed a new phone system and have added new members to our customer support team. We believe these steps are helping us respond to customer concerns more rapidly and to clear up any backlog of communication.
Best Regards
Twins Special Staff

Thank you for contacting us about this customer concern. We are sorry we were unable to do more to help the customer in this case, due to unexpected delays from the factory in Thailand.
This week, we have cancelled the customer's order, and refunded the remaining paid balance...

of
$86.62 (she was previously refunded $12.32). In doing so, we have also offered the customer a
discount of up to 25% off the items in her next purchase, because of the inconvenience experienced in this case.
Regarding the customer's complaint that she had difficulty reaching our staff, we 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, in order to address the increased volume of sales and customer support communication.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this matter. This week, we were able to connect with the customer, and updated her about the progress of her order. She received a discount off the cost of her gloves, and seemed satisfied with the information provided. We look forward to delivering her gloves...

to her as soon as possible, and if she has any additional needs or 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.
Regards,
[redacted]

Thank you for contacting us regarding this customer concern. This week, we contacted the customer, and apologized for the inconvenience he experienced due to a delayed inventory shipment from the factory. Based on current information from the factory about goods being sent to us, we expect to be...

able to deliver this customer's order via UPS to his shipping address within the next two week. As a courtesy, we discounted the items in his order by 15%, refunding $35 to his credit card. This resolution seemed satisfactory to the customer, and we look forward to delivering his order to him as soon as possible. Should the customer have any additional questions or concerns, he is welcome to contact us.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this case. We regret being unable fill this customer's order in the timeframe she needed due to a delay from the factory. Her order has been cancelled and a refund check is being sent to her.
We are sorry for the inconvenience to this customer....

Should the customer have any future need for equipment, she can claim a discount of up to 25% off any in-stock items in her next order, which could be a very substantial savings, depending on what she buys. The discount is good for an order of any size. To claim this discount, we recommend that she contacts us in advance of placing her order to confirm item availability and have the discount applied upfront.
Regarding the customer's difficulty reaching us during the month of March, we have since upgraded our phone system, and are continuing to test and make improvements to that system to better handle call volume during peak hours. Beginning last fall, we experienced a challenge of higher demand combined with unusual delays from the factory in Thailand. Our customer support team has grown, and at the same time, the number of customer service concerns has been diminishing as shipments from the factory have recently been arriving. As a company, we are taking steps to ensure the problems we've experienced do not repeat themselves.
Again, we apologize for the customer's experience, and wish her all the best.
Best Regards
Twins Special Staff

We are happy to report that on April 9th, the same day we received notice of this Revdex.com complaint, we were able to connect with the customer and find a suitable solution for him, switching his $70 gloves to a more expensive $80 model that was in-stock, and adding an extra pair of $14 handwraps to his...

order, all at no additional charge to the customer. The order was then shipped on the same day. According to USPS Priority Mail tracking information, the items were delivered to the customer on April 12th.

Thank you for contacting us regarding this customer matter. We attempted to reach the customer both by phone and by email and eventually connected by email. We are happy to report we have reached a solution that seems acceptable to the customer. We are issuing her a check in the amount of $34 (a 25%...

discount off the cost of her items), and have found suitable items in an incoming inventory shipment that we will be able to use to fill her order. The shipment is in-route from the factory in Thailand to America, having just made a stop in Shanghai. It is expected to arrive at our warehouse this week. We wish the customer all the best.
Regarding any difficulty the customer has experienced in reaching our staff, we apologize. We have recently installed a new phone system and have added new members to our customer support team to better handle the volume of sales and customer service calls we are receiving. We believe this is helping us to address customer concerns more rapidly, and clear up any backlog of communication.
Best Regards
Twins Special Staff

We are happy to report that we were able to connect with this customer and resolve his concerns. Based 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 $20 discount off the cost of his order. The...

package is being shipped to him via UPS.
Best Regards
Twins Special Staff

The large shipment containing this customer's order finally arrived at our warehouse last week. Because of the size of the shipment, it took several days for our staff to inventory everything and then begin generating tracking numbers for individual customers. We are happy to report that this...

customer's order was boxed and shipped yesterday. We upgraded his order to Priority Mail free of charge.
Best Regards
Twins Special Staff

We are happy to report that this customer's items were delivered to her on April 11th. We understand from messages we have received that the customer wishes to order another item, and she hoped to add that item in with this shipment to save on shipping costs. However, as soon as the items for her...

old order became available at our warehouse, our shipping department automatically packed the order up and shipped it out for her.
As a courtesy, we will be happy to apply free shipping (for a package of up to 15lbs) to her new order, so she will not incur extra shipping costs. We have sent an email to her explaining this, and will do our best to work with her to make sure her new order gets shipped out this week.
Best Regards
Twins Special Staff

Thank you for contacting us regarding this matter. We were able to connect with the customer, and updated her about the status of her order. She was happy for the update. The air freight shipment containing her order is in route to America now, and we expect to have it at our warehouse this week. We...

are all greatly looking forward to its arrival, and will share the customer's relief when we are able to give her a tracking number. As a courtesy, we added a pair of a handwraps to her order (a $14 value) free of charge. Additionally, we will be shipping the customer's order to her new address in New Zealand, rather than the original address in Los Angeles, and have discounted the shipping cost for her.
Best Regards
Twins Special Staff

I contacted the company shortly after putting in an order, to change the order. No response. I emailed the company as another attempt. Almost 2 weeks later the item arrived, without my ever being able to change the order because they never responded.
Since then, I have called at least 5times, calling each day. Each attempt, the number requires me to leave a message. I leave a message, with the order number, asking how to make an exchange or return (the invoice does not have directions). I have yet to receive a call-back.
I have been asked at the gym whether I would recommend this company for their gloves. At this point, my response is No!

Review: On Jan. 2, 2014 I ordered one pair of boxing gloves order # [redacted] Twins Perseverance Boxing Gloves- Premium Leather 16oz), according to the site they were listed as in stock. Which is why I didnt order them from Thailand myself. After 2 weeks I contacted them about my order and was told, they were backed up because of the holidays, and that I should recieve it the first week in Feb. The second week in Feb. I contacted them again and was told they are still waiting on them from Thailand, which made no sense cause I had ordered some shorts from Thailand and had already recieved them in less then 2 weeks. I was then told they would discount the shipping and that they had a order comming in on the weekend and to check back with them on Monday. Well Monday came and I called in and no one answered the phone. It is now the end of Feb. going into March, I have been calling them everyday 10-20 times a day for the last 3 weeks. I have yet to been able to get someone on the phone, I have left numerous messages and I know they recieved them because sometimes the voicemail is full, and the next day its empty. I dont know what type of bussness they are running, but this is not how they should treat their customers. I do not plan to order from here again and I will be advising my gym, who has made previous large orders in the past to not shop here.Desired Settlement: I want my Gloves Asap

Business

Response:

Thank you for contacting us regarding this customer concern. This 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 $16 (20%) off the $82 price he paid for his gloves. As an additional courtesy to the customer, due to the unexpected delays we have experienced from the factory, we issued him an additional $12 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 contact. He 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 staff. We 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

Consumer

Response:

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.

So pretty much this is my second complaint about the same company and the same issue that was never resolved. My last complaint was closed after the company contacted me with a reslotuion, statiing I would get my ([redacted] Twins Perseverance Boxing Gloves). in about 2 weeks. That was sometime around the 3rd week of Febuary. It is now 3 days from going into the month of April, and I have yet to recieve my gloves that I ordered on January 2, 2014. When I called I was told another 3 to 4 weeks. This is insane for one pair of gloves to take so long to get. Look 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 1 pair of gloves. I want them to put a rush on my gloves, Iam sure they can make the exception and get them to me.

Regards,

Business

Response:

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

Review: On 12/12/13 I ordered a pair of boxing gloves as a Christmas gift for my son. When this item was not received by 12/27/13, I contacted the company both by phone and via email to request the order be cancelled. Imagine my surprise when I found that my credit card had already been charged for this item, $85.32, but also that despite my request to cancel, according to my original order form on their website, the item had been reordered. Surmising this to be an error, I contacted the company several times. At worst I thought the merchandise would arrive and I would simply "return to sender" receive the credit and move on. To date, February 25, 2014, I have neither received the merchandise or the credit to my account. Naturally, I have instituted a dispute with my credit card company which is on going. At this point, I am requesting that the Revdex.com investigate this company further as I suspect them to be disreputable. To be fair, I will say that I have received several messages from this company but when I attempt to call them back, no one ever answers and I am asked to leave yet another message. In almost 3 months, I have gotten nowhere and I am hoping to garner your support in expediting this matter. I thank you in advance for your efforts. Sincerely, [redacted]Desired Settlement: $85.32

Business

Response:

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

Review: I have not received the order I placed with Twins Special on Oct. 8, 2013, for a pair of boxing gloves ($80 + $16.85 shipping). The company charged my credit card the full amount on Oct. 9, 2013. In late October, I sent an e-mail inquiry re the status of my order; I received no reply. In November, I began calling the company (1-888-MARTIAL). I left at least six messages over two weeks, requesting information on the status of my order; none of my calls were returned. On Nov. 12, someone named [redacted] answered the phone, at which time I was given the story other customers have heard as well: "problem with shipment from Thailand." In my case, I was told a shipment was received, but my specific gloves happened to not be included. As in other people's cases, I was offered a different set of gloves. I reluctantly agreed, but confirmed with [redacted] that if the gloves did not suit me, I could return them and await the original order. I received the "replacement" gloves, did not like them, sent them back immediately. When I spoke again with [redacted] on Dec. 30, 2013 (after again making several calls and not being able to reach anyone at the company), he acknowledged that Twins Special did receive the "replacement" gloves back from me. He said the gloves I originally ordered were due to arrive the first week in January. Jan. 14, I called again. This time, [redacted]'s story was that the shipment of gloves from Thailand was delayed due to "political unrest and rioting" in Bangkok, but I would have a USPS tracking number for my order within 7 days. In late January, I resumed calling Twins Special. After leaving four messages over a week's time, I received a message on Feb. 1 from [redacted], who said he is a customer service manager. He told me my order would be arriving that week and would be shipped out via Priority Mail. He also said "as a courtesy" the company would credit back my shipping charge (no credit has appeared on my card statement). When the gloves still did not arrive, I resumed calling Twins Special and leaving messages requesting the status of my order. I estimate I called five times between Feb. 15 and Feb. 24, at which point calls to 888-MARTIAL and 858-735-7785 (the number [redacted] left in his message) were answered by a message indicating "mailbox is full and cannot accept any messages at this time." On Feb. 27, I was able to get through and left a message politely requesting a full refund ($96.85) for my order. I also requested that someone call me back to confirm receipt of my request. No confirmation was received, and my current card statement does not indicate a refund was given. I called Twins Special again today (March 15) -- as always, during their stated business hours, and while they have a new (female) voice on their voicemail system, all options indicate that no one is available to take calls, "but if you leave your name and number…" and on it goes: calls are not returned, nothing happens.Desired Settlement: I require a full refund, immediately.

Business

Response:

Thank you for contacting us regarding this matter. We are sorry to have been unable to do more to help this customer due to unexpected delays from the factory in Thailand. We 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 $23.85 (24% off the value of the gloves she ordered), leaving a paid balance of $73.

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 week. As a courtesy, we offered to add a pair of $14 handwraps to her order at no additional charge. However, the customer indicated she no longer needed the products, and so we have arranged for a refund check in the amount of $73 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 order. Regarding 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 receiving. We have also brought on new team members to assist us in this area. We believe these steps are helping us address customer concerns more rapidly and clear up any backlog of communication.

Best Regards

Twins Special Staff

Consumer

Response:

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]