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 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 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 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

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

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 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

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 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 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

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

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

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

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: I ordered a pair of boxing glove on Dec. 2 2013. I have attempted to contact them multiple times and have left voices. When they do call me back, they offer to lower the price, which is acceptable to me and inform me that they are working to get my order fulfilled. This past week, I was informed that my glove should be sent out Tuesday and I would get an email from UPS on the order. I have not received an email and I have been trying to contact the company to CANCEL my order. I have left multiple voice mails and have not received a call back.Desired Settlement: I either want the gloves delivered ASAP or a complete REFUND.

Business

Response:

Thank you for contacting us regarding this customer concern. We have been in communication with this customer on multiple occasions due to unfortunate delays at the factory in Thailand. Prior to filing this complaint with the Revdex.com, the customer received two discounts on his order totaling $27.32 (a 33% savings on his boxing gloves).

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

Best Regards

Twins Special Staff

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.

Regards,

Review: We had ordered 1 pair of boxing gloves and 1 pair of hand wraps for a total of 98.92 including shipping. This is for order AB-3519 on NOVEMBER 23, 2013 it has nearly been 4 months and we still have not yet received this. Upon ordering these we were assured we would receive these by [redacted]tmas by [redacted].

When they never showed up we called and called and after about the 10th call with no answer somebody finally answered. I finally reached somebody on the phone and they stated their excuse about their factory in Thailand and gave a 10% refund on our credit card.

I assured them that saving $9 meant absolutely nothing to me and would like what I ordered. He then GUARANTEED me that they are being Air Freighted tomorrow and will receive this order within 9 days. That was around February 3rd I believe. When they never arrived and never received an email saying they have shipped I tried calling and calling and guess what, no one answered or returned my calls. I sent them an email February 14th and received no reply. I sent another response February 19th and someone called. When I called them right back they did not answer or yet again return my call. [redacted] sent me an email saying "they tried to contact me" and to call back and ask for the ops manager named [redacted]. I called and called left Voice mails and no one ever to this day has called me back. On February 26, still no call back or emails or gloves I emailed them and ask for the credit card to be refunded, which it has not. I sent a second request March 2nd for a full refund with no response. I notice several other complaints exactly the same as mine how does this end?Desired Settlement: Refund of our money. I no longer want any products from this company.

Business

Response:

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

Review: I placed an ordered for Twins Boxing Gloves on 12/26/2013. After a couple of weeks of not receivng any communications, I sent several emails and left phone messages regarding the status of the order. I was finally called back and told the item needed to be ordered from Thailand and to expect delievery at the end of January or beginning of February. I have not had any status update from the company and in mid-February I sent an email asking for an update. I also left a phone message which was returned but no information was given other than to call them back. I called back and left another message. At this point I am not sure if the gloves have been ordered, or are they on their way. The item was billed and paid for back on 12/26 when the order was placed.Desired Settlement: I would like some communication as to when I can expect delievery of this order or if there is a further delay for xx amount of time. I have had to ordered another brand gloves to use in the meantime but really wanted the gloves from this company.

Business

Response:

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.