Twins Special

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]

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: 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

It has been over 3 months and I have not received my gear. They cannot be reached via phone or email. If they do get in touch with you then they will tell you that the Manufactures in Thailand are backed up and this is why it's taking so long. It is supposed to take 3 weeks max! It has been over 3 months and I spent over $400. They also promised me a check for $40 as a refund for the shipping. I have not received it. I have been trying to reach themfor a month and there is NO response. Nor has anyone called me back.

Review: Placed an order for a pair of 18oz laceup boxing gloves on December 25, 2013. Order was confirmed via email and waited a few weeks before contacting the company regarding shipping because I had not received a tracking number. Man on the phone informed me that there was a backup of orders and the gloves were being manufactured in Thailand. Waited a few more weeks before calling and was told the gloves would be shipped by the end of January. After I still did not receive the product in mid february I started to call back again, left messages but never received a call back and it is now March 18th and I have not received the product nor have I been contacted by the company in over a month.Desired Settlement: Delivery of order or replacement with 18 oz boxing gloves in different color is requested, along with free products or store credit toward next order

Business

Response:

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

Review: I been waiting my stuff since Nov 12, 2013 (6 months) and still have not see anything in the mail. I called them 3 weeks ago and they said they will ship it next week. but I still have not see anything or get a email from them. If they don't have stuff to sale don't put in on the website. 6 months is way too long.Desired Settlement: They need to ship my order in a week and give 25% off for waiting this long. If they can't do it they need to call me and give me my money back

Business

Response:

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

Review: I purchased and paid for BGLL1Dual RedBlk Boxing Gloves order # [redacted], Order Date 6/16/14. Funds were deducted for item. I did receive confirmation of order, however never received confirmation of shipping. I have tried multiple times to contact the Twins Special offices, left messages, and emailed. I have not received any contact from them.Desired Settlement: I would like a refund for the item due to the extended timeline on delivery and failed customer service.

Review: On November 22, 2013 I ordered multiple items from Twins Special via their website. I received an email message confirming my order. My credit card was charged immediately and as of today, March 10, 2014, I have not received any items from the order. I have made numerous attempts to contact the seller via telephone and through an online contact form and have not heard back from them. Initially I would get a "mailbox is full" message when attempting to leave a voicemail but recently I have been able to leave a message. I have left multiple messages in the past 10 business days as I am starting to question whether the business is still operating or if I have been fraudulently charged for goods that they do not intend to deliver.Desired Settlement: I would like the company to please honor my order if possible. If that is not possible I would like the charges to my card reversed immediately. I would also like written confirmation of the steps the company will take to make this right.

Thank you.

Business

Response:

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

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.

I still have not received my items but they have told me it should ship out soon. When I receive my items I will be completely satisfied.

Regards,

Review: Re: Order [redacted]

My original order placed in August 2013 was shipped to the wrong address and I never received it.

TWINS kindly agreed to send a replacement order that was placed in November.

I spoke with sales, who told me my order would be ready to ship early December, that came and went.

Next I was told, it would arrive by Christmas, nothing...then I was told just after Christmas.

Now for the last month, no one answers the phones, email, etc. I can't even reach the company anymore while calling during business hours.

I am not sure if the company is still operating a business, however my order was paid for and I have no delivery of items or contact from the company after numerous attempts.

I just want my order.Desired Settlement: I would like my order and wish to know when/if it will actually arrive.

Business

Response:

Thank you for contacting us regarding this customer concern.

We have been in contact with the customer on several occasions since this complaint was filed and we are looking forward to delivering his items to him soon- most likely next week. Should the customer need any other products from our company, he can expect a substantial discount on his next order due to the inconvenience experience in this case.

Review: I placed an order with this company on their website on March 4th, 2014. About a week and a half after placing my order, I noticed that my order had still not been processed and I attempted to contact the company to ask about the status of my order. It took my several days of calling them multiple times a day before I was actually able to speak with someone, who told me that the item I had purchased was out of stock and would need to be delivered from Thailand. I was told that it would arrive in early April. It is now April 27th, 2014 and I have yet to receive any confirmation that my order has shipped. To make this ordeal even more frustrating, I have been attempting to contact the company for the past several weeks and have not received any reply. I have sent them multiple emails, left multiple messages on their website, and called them well over a hundred times and no one has spoken with me. I get the impression that they are deliberately ignoring me.Desired Settlement: I want my order to be delivered immediately and with a significant discount and an apology for this company's appalling costumer service and failure to deliver in what could be even remotely be considered a reasonable amount of time. If that is not possible, then I demand a full refund so that may take my business else where.

Business

Response:

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

Review: I placed an order for a pair of shin guards on May 11, 2014. The payment was deducted from my bank account on May 13, 2014. I have never received a confirmation or any other type of communication concerning this order. I have placed numerous calls but no one every answers or returns my calls. I have sent 4 emails...3 through the website and one through email address given. No response from the emails. These were bought for my son's birthday. (which was May 17th).

Order Number:: [redacted] Twins Dragon Shin Guards- Premium Leather

Color: Dragon Light Blue Black

Size: Large $88.00 1 $88.00

Subtotal: $88.00

Discount(s): $0.00

Taxes:

$0.00

Shipping:

$16.55

TOTAL: $104.55Desired Settlement: I want delivery of this product by next week or refund my money. I really want the shin guards as my son states it is the best but I will never do business with this company due to extreme frustration and lack of communication

Review: I ordered a pair of boxing gloves and hand wraps from the Twins Special Website on 12-13-13 ( order # AB [redacted]). I understand that with a custom order delivery will be more more than with a stock item. I was initially promised 6 weeks, then 8 weeks with a 15% discount which was appreciated on my behalf. Since then I have tried multiple times via email and phone to contact customer support for an update as we are nearing 3 months from the initial order.

I still hope to receive the products, but am concerned about the lack of response and attention to customer service. I am seeking the Revdex.com's assistance in finding a resolution to the order as well as addressing with Twins Special the need to keep in contact with consumers regarding shipping delays.

Many thanks,

[redacted]Desired Settlement: Please expedite original order.

Business

Response:

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.

Review: Ordered items on Mon, 27 Jan 2014. I require these items for a martial arts competition. On the website it says my items will be delivered via UPS ground . Its now march 1st 2014 and I have received absolutely nothing. My phone calls are not being answered, the phone messages I leave are not being returned, and my emails are not being returned. My credit card was also charged without the items being shipped.

The total cost of items.

Subtotal: $223.00

Discount: $0.00

Shipping: $23.60

Sales Tax: $0.00

Total: $246.60Desired Settlement: I want an apology for ruining my martial arts competition (no martial arts equipment = no martial arts competition) and a full refund of my order.

Or an apology and my order to be delivered promptly.

Business

Response:

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

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.

The Revdex.com website says the complaint is now closed but the TWINS SPECIAL company still hasn't sent out my order yet. They were supposed to send out my order last week and still have not done that. I have tried calling and emailing them multiple times and I get no answer. Please get in contact with them. This is absolutely ridiculous since I believe I placed my order on Jan 27th and they are avoiding all of my calls and emails. Thanks so much and take care.

Regards,

Business

Response:

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

Review: I purchased my product online on January 19 2014 and I have yet to receive it my wife and I have called at least 30 times and she only got the company to answer to phone one time about 3weeks ago and they told her that the product was on back order an that it was being made in their Taiwan factory and that when it was state side she would receive an email with the tracking number . She only found this information by calling the company they never made any attempts to contact either of us to let us know that we would be waiting for this long and also we were not told that this product was on back order when the order was placed on January 19 2014. At this point all I want is for this company to actually answer our many calls and emails so we can get a complete refund of our money!!!Desired Settlement: A full refund of our money!

Business

Response:

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

Review: I ordered boxing gloves and boxing hand wraps from this website on Friday 3/21/2014. I paid for express shipping as well. The website indicated that the gloves and hand wraps I was ordering were in stock. In the FAQs section on the website it indicates that if something is not in stock in a particular color or size it would not appear in the drop down box. Both items I purchased obviously were in the drop down box and indicated in stock. On Tuesday 3/21/2014 I called the customer service number because I had not yet received a confirmation email that my order had shipped. The representative proceeded to inform me that, in fact, both of my items were out of stock and needed to be special ordered from Thailand and would take 8-12 weeks. While I was speaking with the customer representative on the phone I went back to the website and the products I had ordered still were showing as in stock as well as every other item on their website. I told the representative this and he did not respond. I asked him what he did have in stock at the present time in my size and any style because I needed gloves quickly and he said none. He said they had a bulk shipment coming in on Thursday 3/23/2014 and he checked the list to see if mine purchases by chance were in the shipment. Of course they were not. I informed the representative that I wanted to cancel my order and he said that was fine, but he could not do it and a manager would contact me. I find it hard to believe that a website that advertises that they have everything in stock actually has nothing in stock. It seems they show everything as in stock and hope that when their bulk shipments come in they can fulfill the order. This is poor business practice and poor advertisement.

The manager only called me back after I left 2 messages for customer service that I wanted to cancel my order. The manager contacted me on Wednesday 3/22/2014 just before their closing time. I informed him that I wanted to cancel my order and he said maybe he could find something on the bulk shipment list that was similar to what I purchased and ship them out. He stated he had the gloves I had ordered in a slightly different color and hand wraps in a different color. I asked him when he could get them shipped out because I needed them quickly for training. He said that the order would get shipped out by the middle of the following week. I said that was fine and asked him if he could call me if there was any problem with the order adjustment. He said he could and that I should expect and email that my ordered had shipped by Wednesday 4/2/2014. I accepted the alternative.

On Friday 4/4/2014 I still had not received a confirmation email that the order had been shipped or a call from the manager. I proceeded to call customer service several times and kept getting the voicemail. I left a voicemail requesting information concerning my order first thing in the morning when they opened. I did not receive a call back. On Monday 4/7/2014 I still had not received a call back or any information. I called customer service and continued to get the voicemail and left a message early that day that I wanted to cancel my order because it was not at all in stock. On Tuesday 4/8/2014 I called again late in the day several times and continued to get the voicemail. I did not leave a voicemail at this time.

Their website clearly states that if something is identified as being back-ordered that you can cancel your purchase. They are not answering the phones at all now. I did not receive my original purchase. I have attempted to remedy the situation with them by accepting the alternative, but they did not ship that either. I have given them adequate time to ship the order and respond to my phone calls. They are unresponsive. I have filed a dispute on the charge with my bank and they will further investigate the issue on my behalf. I will continue to contact them until I can get some information.

This website falsely advertises its warehouse stock, is unresponsive to phone calls, and does not ship orders in a timely manner; in my case not at all. The website is purposefully deceiving. At the time of writing this complaint the website is still showing that the products I ordered are in stock. This is poor business practice and all potential customers should be aware of this. Had I checked Revdex.com before putting in my order I would not be in this position. Buyer beware. Thank you for time and consideration.Desired Settlement: I would like a full refund of my purchase in the amount of $122.44 refunded back to my credit card. It has been 14 business days since my original order. It has been 11 business days that the company has been unresponsive.

Business

Response:

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

Business

Response:

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

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 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,

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 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,

Review: Ordered Shin guards for $84.17, with shipping and tak on 7/9/2014, received confirmation and card was charged, assumed item was in stock as site did not mention it was back ordered.

If an item is on back-order you should not charge card until item actually ships.... I an assume its not in stock since I have not received it.

Waited a week and called for update, with no reply, emailed with no reply, called 3 more times with no reply, emailed 2 more time no reply.

called and email to cancel order no reply.Desired Settlement: Just refund please.

Review: I ordered a paid of 16oz light blue/yellow trim lumpini boxing gloves (order# [redacted]) from http://www.twinsspecial.com/. I ordered them on August 1st 2014 I received a confirmation email of my order. They said they would send me another email when my order has shipped. It has been three weeks and still no email of my order being shipped. So far I have called and left several voicemails, sent several emails and messages through their website but have not heard anything. I am beginning to worry about the legitimacy of this website. Their customer service seems not to exist and I'd just like to know the progress of my order. If I do not receive word soon I want a refund or my gloves to be delivered ASAP.Desired Settlement: Contact with a customer service rep that can tell me when EXACTLY I can expect my gloves and delivery of my order. Otherwise I'd like a full refund to my debit card.

Review: Purchased SGL2 BLK Shin Guards $65.00 plus $16.55 shipping on 5/13/14 and still have not received product. Sent an email one week after inquiring about shipping details, with no response. Sent another email two weeks later with the same inquiry stating a possible request for refund, received a response the following day explaining my product would be out of stock for three weeks, was asked what I would like to do. I sent an email requesting a refund, with no response. Sent two more emails a week apart with no response. In between all emails, and through this date, I have tried their phone line with no answer. Sometimes up to seven tries a day with no answer.Desired Settlement: A refund to the credit card used for purchase.

Review: I ordered a pair of gloves from Twins Special on 6/3/14. Order was [redacted] PUR TWINS Purple Tattoo Boxing Gloves 14oz. Order number [redacted] After a few weeks I was contacted by a Mr. [redacted] via phone call. He informed me the gloves I ordered were out of stock, and it would take longer to get them. He sent me a list of gloves that were in stock, but I informed him that these gloves were a gift and I am willing to wait. It has been 3 months since speaking to Mr. [redacted] or anyone over at Twins Special. I have been trying to contact them by way of phone and email a couple times a week for the past 4 months. I have not received any sort of update on my order. When I go to my account on their website, my order reads, "New Order."

I placed another order for these same gloves on 9/10/14. Order number [redacted]. When I check my account on their website, both orders status' read, "New Order." Since speaking to [redacted] on 6/18/14, I have not been able to reach him or anyone at Twins Special.Desired Settlement: I would still like my gloves to be delivered. I only want one pair, and get refunded for the second pair I ordered. It has been a nightmare trying to get this resolved. I understand products might be back ordered or out of stock, but not communicating with customers leaves them angry and confused. I really do like the products this brand has, I just wish the customer service was as good as their products.

1/12/15. Ordered gloves on 8/1, never received anything. About 2 months in I got a hold of someone which said they were in back order and offered a $15 discount for inconvenience. Ever since then I Can never get anyone to answer. Have sent 10 emails. Never received a reply nor the gloves. These guys are crooks!