China electronics wholesale center: professional manufacturer and wholesaler of vedio games & accessories, apple mp3/mp4 players, cell phones, wedding dresses, security products, electronic gadgets, PC accessories and more.
Good customer service. But the delivery was slow. I paid
priority shipping but It took 3 weeks to get the delivery.
Tomtop 回复2019-01-07
Dear Meke Utriainen,
I am very sorry to bring you an imperfect experience.
Before we can send parcels to customers in advance, but recently because Black Friday and Christmas are coming, there are more parcels, logistics and transportation companies are already stepping up transportation, we are also very anxious to send you as soon as possible, and have been urging the post office to send you as soon as possible.
We will work hard to improve our logistics and deliver packages to customers as soon as possible.
Best regards,
Adene
I bought 2 drones from Tomtop and it said on the website that they would arrive between 7-20 days. At 30 days I contacted them and they asked me to wait 45 days. I contacted them at 50 days and they asked me to wait 70 days! I replied that I would wait until 60 days as that was long enough and they responded to me asking me to wait until 80 days! When I said this was unacceptable and I wanted a refund, they stopped communicating all together! This is not customer service it is a waiting game! It appears that as soon as something does not arrive, you will have a problem with them. Consider that when you make a purchase!
Update - I did receive the package after 60 days. The information that was posted by TomTom came to me for the first time after I posted the review. Here is what one of their representatives sent to me in an e-mail today; ?
"If you have already received the package, would you like to change the comments on the following website to give us a five-star rating or delete the bad review? "- uh... that's a no!
As I replied to them, "Accurate reviews by customers do more than anything else to change behavior." I told the customer service rep that I would post this review and they stopped all communication. Now they got interested because of a bad review so I would encourage people to keep posting until they provide adequate service. I am upping my review from 1 to 2 stars because the product finally arrived and as the rating definition says, Poor-an inadequate experience with a lot of friction!
Tomtop 回复2019-01-03
Dear Hugh,
I have seen your question on the website review,I am specifically following up and solving the problem for you.
Your two orders has been sent,but since the logistics method you choose is the ordinary postal parcel transportation, the transportation time will be longer,
It usually takes 20-25 working days to arrive, which is equivalent to 40-45 days of parcel delivery,
Before we can send parcels to customers in advance, but recently because Black Friday and Christmas are coming, there are more parcels, logistics and transportation companies are already stepping up transportation, we are also very anxious to send you as soon as possible, and have been urging the post office to send you as soon as possible.
We didn't deliberately delay not solving the problem for you, but your order logistics information showed that both parcels had arrived in the destination country on December 31, so please wait a few more days and the parcel will be delivered soon.
Best regards,
Adene
Good price, fast delivery. Unfortunately, the box of the board game I ordered arrived bent, something I would never buy have I known it. Worse still, the board of the game is also damaged in some places, the paper coming off..
Tomtop 回复2018-12-27
Dear Scarlett O'Hara，
I'm sorry to bring you a bad customer experience .
I will follow up on your questions and solve problems for you.
Please is there any possible to update me your order number or email address ? So that i can check the details and supply you a solution as soon as i can .
Tomtop.com
at last I can say I got delivery but I still wasn't impressed with the company but at least fair dues
I got what I paid for
Tomtop 回复2018-12-19
Dear marie n，
I'm sorry to bring you a bad customer experience .
I will follow up on your questions and solve problems for you.
Please is there any possible to update me your order number or email address ? So that i can check the details and supply you a solution as soon as i can .
Tomtop.com
I ordered Christmas presents and had them expedited. The same hour that I made the order with TomTop, I first received an email stating that my order is successful. Yet there was a second email stating that that my order was cancelled. In my bank account the transaction was pending for 2 days. Now TomTop took my money, and the status of the items I ordered, on their website, reads as "dispatched." :(
Tomtop 回复2018-12-19
Dear Coffee 071017，
I'm sorry to bring you a bad customer experience .
I will follow up on your questions and solve problems for you.
Please is there any possible to update me your order number or email address ? So that i can check the details and supply you a solution as soon as i can .
Tomtop.com
Under two separate orders I bought a wireless guitar transmitter / receiver pack. The first one was satisfactory so I ordered a second for a friend. When it arrived it wouldn't work and hasn't since. Contacted Tomtop and although I did receive a very polite response, they wanted me to take a video to demonstrate the fault I was experiencing and post it on You Tube. Sorry but this is not my idea of great customer service or experience. I know how to set up these devices (proven by the satisfactory first purchase - see below) and I don't expect to have to spend my time making a pointless video to show whats happening when I adequately explained this when I wrote to Tomtop . I did say the first item I bought was satisfactory !!! Well guess what - after 7 hours use its failed - it wont charge.
Tomtop 回复2018-12-18
Dear Martyn,
Thank you very much for your feedback. I am sorry for the inconvenience.
If the product does not work, we need relevant videos to judge. If you can't provide the video, how can our technicians judge and verify?
We need to understand each other. I have already I will contact you by letter, I hope to solve the problem for you as soon as possible.
Best regards,
Adene
Purchases arrive very late, more than a month.
The customer support is very good. They answer imediatly to our questions.
Tomtop 回复2018-12-17
Dear Maria Ivone Branco,
Thank you for your affirmation, we will improve our services and improve our logistics.
We also hope that customers will receive orders as soon as possible and have a good experience.
We will work hard to do the best.
Best regards,
Adene
bought a phone and it has been lost in transportation. luckly, TOMTOM did full refund for it
Tomtop 回复2018-12-14
Dear Runce Runce,
Thank you very much for your feedback, but we did not block any customer emails, and our website has a lot of contact information.
For any questions, you can contact with us as below:
*Email : [email protected]
*Tel：+1（415）800-3710
*Facebook Messenger : //www.messenger.com/t/tomtopfans
We are looking forward to serve you and will reply you ASAP.Contact Us
Or you can provide your order number or email address, So that i can check the details and supply you a solution as soon as i can .
Tomtop.com
Well the application needs a stronger ... system speed
Well the application needs a stronger Internet than the rest and the..../ shipment takes longer than the rest of those who deal with them but it is very easy to use and very cheap, and it is available in my language ❤
Most of the orders I placed with Tom Top came in as expected or even better. The last two shipments have had problems. The etcher had broken loose from its mount. Was poorly packed. The next order was to contain two Doorbell cameras and a device to read codes from the car. I got one camera and the OBD device. The camera that came was not one that I ordered and the more expensive one was not even in the shipment.
I have written twice about this and have gotten no response from Tom Top. It appears that they are ignoring me to keep the money sent and not send the product.
Tomtop 回复2018-12-05
Dear Donnie Lee,
I'm sorry to bring you a bad customer experience .
I will follow up on your questions and solve problems for you.
I have verified your order information and sent our solution to your email. Please be sure to promptly confirm the reply to us, we must try our best to solve your problems to your satisfaction.
Best regards,
Adene
Excellent prices, good products; rubbish Customer Care; Tomtop came highly recommended but they're impossible to contact. Two stars.
Updated after receiving the reply from Tomtop on 3 Dec 2018:
Thanks for caring. Finally.
I was planning on only writing "No further comments" and attaching the screenshots of your so-called webpage:
ibb DOT co/FXx0yKC
ibb DOT co/1QmYVVZ
Two mainstream browsers used. One displays only the upper bit of your page (no scrolling option; the important bits are simply covered by your own lower page), the other one has your products all over the page. As your email is infamously useless, I will never know which other communication option(s) (migth) exist.
However, just because I am curious what you have to say (beside the ideal "We've grown too fast and are unable to scale up without annoying people who expect basic standards like automatic credit card verification or a functioning ecommerce site; so we are now building a brand new site from scratch and we'll migrate the content from our messy patched-up website to an Amazon-like platform next year" - which you'll likely not say), I'm including one of our order numbers so you can actually contact us (unlike all the other customers who didn't bother complaining here and who will never know what on earth is happening to their stuff):
AA18K28B4611-M24TPJ (four 4k cams, one of our nine multi-pack orders)
To update Trustpilot's visitors, Tomtop did cancel two of our orders in the end (their disastrously lame excuse was that we didn't pay in time, a week after they processed our orders in real time, of course they didn't send us an email about either cancellation). Unfortunately it means our home will not have the planned Christmas decorations and two of the four drones we ordered will not make our family members/friends happy. Absurdly enough, the other two drones are on their way. Again, no communication. Order simply cancelled within My Orders but no explanatory email was sent.
Outcome: Seven out of nine orders shipped (wow, really? aren't we lucky in the end?), two were mysteriously cancelled, most surviving ones were unnecessarily delayed even though the card was charged just fine. In other words, we don't expect many items before Christmas any longer. Thank you but no thank you.
(The item we ordered just to send Tomtop a message did get processed and sent. Unlike the message we attached to it. We'll donate the item.)
ORIGINAL REVIEW (STILL APPLICABLE):
Okay products but disgraceful customer care. It is unlikely they will email you back even when you want to confirm that you are willing to comply with their prehistorical anti-fraud request. (I guess they have never hear of Verified by VISA or other post 2008 methods.)
Sending them an old-fashion photo of the credit card they requested took forever. Their server often refuses attachments. Beside eight other (fairly large) orders, we bough an RC car (GPTOYS Luctan S912) and four 4k cameras. Doing so one month before Christmas did not mean anything to them. No one bothered to help us help them and our order(s) got delayed (or, quite possibly, cancelled).
We even ordered a random $10 product just to be able to add a "Please send us an alternative/working email or any phone number" message under the order form. Guess what? No one helped us. Again. They simply processed the order in question but haven't bothered replying to the attached note. Why is the message option even there if they don't read the messages their customers send? Also, why do they rely on emails in the first place? Having a specific message about a specific issue under "My Orders" would make so much sense.
Have a look at their page, hover over Need Help and choose between After Sales or Pre-sales. Under "Submit a ticket" there is a bunch of products accidentally pasted over the page (which only contains an email address; not a form per se) and the Pre-sales chat often leads to a 404 page. No idea why they haven't fired their web designers yet.
Also, it is highly unlikely you will ever encounter a wheel of fortune which ALWAYS ends up stopping at the precisely same place (9% discount). We did it 12 times. Yep, 9% each time (a bit fishy; they might as well tell customers it's a fixed offer, no one would waste their loyalty points playing their pointless game if they knew it's not a game at all).
Would have been 4.5 or perhaps 5 stars but the frustration leading to our delayed/missing holiday gifts due to banal issues (like card verification or impossibility of communication in order to verify the card or their buggy website) overwrites our initial good feelings about their decent quality products and fairly low prices.
Back to DX and Cdiscount for us.
Tomtop 回复2018-12-03
Dear O C,
I'm sorry to bring you a bad customer experience .
I will follow up on your questions and solve problems for you.
Please is there any possible to update me your order number or email address ? So that i can check the details and supply you a solution as soon as i can .
You can also contact us at the following link.
https://www.tomtop.com/help/our-service-channels.html
Tomtop will solve the problem for you.
Best regards,
Adene
Poor customer experience. I requested to cancel the Order No.BA18K24N0120-0F7FTR several times,after posting a review, Adene placed the relevant order on hold and requested me to confirm that I wanna cancel the order. I replied Adene two days ago that I want to cancel it for sure, but there has not been taken any action so far.
--------------
Sent:
Hi Adene,
Thanks for your response and for putting the relevant order on hold. Yes, I want to cancel the relevant order for sure. Kindly cancel it as soon as possible and refund me or release my paypal payment. Thanks in advance. Vladimir
Tomtop 回复2018-11-30
Dear vladimir,
I contacted you according to the email address on your order. You left a comment on the website to cancel the order, but I sent a letter to confirm that you did not get your reply. I checked the historical mail record and did not find you sent it to me. Mail, I have already sent you an order for a refund and a refund.
After we have successfully reviewed, the refund will be processed by PayPal.
Your refund will be returned to your account within 5-7 business days. If you have not received the refund, please contact the PayPal.
If you have any other questions, please send an email to our email address.
Best wishes,
Adene
Still never received my order and when i ran the tracking no it says it wasn.t found.
Tomtop 回复2018-11-30
Dear Fred Lemoine,
Thank you for contacting us on the order.
I have checked your order information and provided you with detailed logistics information.please check your email address.
If you have any questions, please reply me in the email.
Best regards,
Adene
REC ITEM BROKEN. THEY TELL ME I'VE GOT TO CALL CHINA.
Tomtop 回复2018-11-30
Dear Tom Edmonds,
Are you saying that this order product AN18H22A3254-B20LTN is damaged?
I saw that your order was signed in August. You contacted us in September to indicate that it was damaged, and there has been no broken image of the product.
We cannot judge the problem, please understand!
Best regards,
Adene
0 assistance, 0 coherence, like other cinese competitor...
in the past all the order was ok, today no...
i bought a 3d printer (ender 3 pro) from tomtop, it says "Dispatch: Usually will be shipped in 24 hours", bought friday 23/11/18 and paid by paypal (linked to the yahoo mail), the problem is that tomtop used this mail to place the order and not with the main tomtop account linked to the google+ account, now i can't track the order, can't see the order, can't do anythig to this order because the yahoo account don't exist (never created and never set a password to it)! contacted the tomtop assistance and nothing! they can't help me! today (27/11/18) i received an email: "Since this item is hot seller, it takes a longer time than usual to process, I have urged the factory to speed up the production. Once it is ready for shipment, which will be dispatched in first priority, and you will be informed of the tracking information. We can issue you 200 shopping points as compensation if you want to wait for a while. Hope you can understand."
another problem: the 200 shopping point is useless (because i can't use this account), i can't delete the order and in the product page it still show the "usually 24 hours to ship" and the discounted price, also if it can't be shipped!
it's like other cinese competitor: not good!
it they help me i (logically) will update this review!
have a nice day
p.s. sorry for my bad english
Tomtop 回复2018-11-28
Dear Alessio Spada,
Thank you for choosing our website for shopping.
Under normal circumstances, after the customer orders successfully, we will ship within 48 hours, except for the pre-sale products and products out of stock.
Please is there any possible to update me your order number or email address ? So that i can check the details and supply you a solution as soon as i can .
Tomtop.com
I paid more than 500 euro by paypal and than they said , our stock is finish ok it can be ..
but for each pay paypal get your money as commisoion who is going to pay this commision ! i lose 30 euro for nothing thanks tomtop
but in general way they are professional
Thanks
Tomtop 回复2018-11-28
Dear Gany Koyn，
I'm sorry to bring you a bad customer experience .
I will follow up on your questions and solve problems for you.
Please is there any possible to update me your order number or email address ? So that i can check the details and supply you a solution as soon as i can .
Tomtop.com
Consider your location before shopping, the price may be off by a lot.
Customer support is hard to find on website but it's included in email.
Their response is super fast though and they explain well.
Tomtop 回复2018-11-22
Dear Emil Benzon,
I am sorry to hear that you can't contact our customer service,our website provides a number of ways for customers to contact our after-sales service.
I have already seen the email you sent to our email address an hour ago, but we have not responded to your email due to the time difference, please understand!
I have received your feedback and saw the problem in your email.
Because the logistics method you choose is DHL delivery, you need to bear the tariff.
If the tariff is indeed higher than the amount of your product, please tell DHL to return the package to us.
After the order logistics shows the information returned by the package, I will request a refund for you.
If you have any questions, you can always contact us.
Regards,
Adene
Things are great until you need customer support. I recently have had an issue with a non-international shipment. The item was last scanned in Ohio on November 2nd. It is now November 21st. I have gone back-and-forth with customer support for five days now. They keep saying to be patient. I have contacted the shipping company and they cannot locate the package and have recommended that I reach out to the vendor. Each time I do that they keep telling me to be patient and that the product will arrive. I have had several successful shipment from the company. But this latest experience has turned me off from ever wanting to buy from them again.
I ordered a couple of board games almost 6 weeks ago. They were supposed to take 5-12 business days to receive from what I could tell. I finally received them. The tracking number gave me no information. It looks like they are came from China. I had no idea that the order was internationally. I was starting to wondering if I got scammed. All contact information was Chinese, so I couldn’t check on my order without being bilingual from what I could tell.
Tomtop 回复2018-11-22
Dear Rachelle Hiscok,
I checked your order information.
Since you choose to ship by standard mail, it takes 15-25 business days for the logistics to be delivered.
We have different delivery methods for different logistics methods. Your package logistics display has been delivered on November 21st, I have provided the logistics information to you, please verify.
If you need products urgently, I suggest you choose a faster logistics method for your next purchase.
Regards,
Adene
I contacted support because I couldn't find my order when I signed in to your website. All I had was my PayPal transaction number. I assume I forgot to sign in when I placed the order. My reason for inquiring was I found a better price ($47.50) on the Bugs 3 Drone in Blue, the color I preferred. The customer service representative was pleasant, found my order and gave me my order number, AA18K12Q0750-0ENQHA. I let the representative know I was interesting in cancelling the order if it had not shipped and was told it would be delivered to my home the next day. I understood the policy that once it ships I can't cancel an order, so I said that's ok. The next day it didn't arrive and I find out that tracking showed only information being sent to Fedex the day I communicated with your representative. It had not been picked up. As of today, the expected delivery date is Friday of next week. I was lied to by your customer service representative. I could have canceled the order and had the Blue Bugs 3 I wanted, not only cheaper, but delivered today. Now I will have to settle for a 2nd choice and wait longer because of being mislead. Not a good experience. Not the way to keep customers returning.
11/18/18 Reply to TomTop response.
I communicated with your representative using you chat not email. I normally I would leave room for the representative to misunderstand, but I am finding it difficult to grasp how something that hadn’t left the warehouse could be mistaken for being delivered to my home the next day. That is why I am frustrated. Look at the chat logs. As for returning the quad, I stated in my original review that sale on the Blue Bug 3 quadcopter that I preferred, at the lower price is over. I will keep this quad once it’s delivered. I only used this review because I couldn’t access contact information on your website, other than chat to let you know there is a problem. My purpose for contacting you was to make you aware of a problem to monitor.
Tomtop 回复2018-11-19
Dear Chris Handshoe，
Thank you for your feedback,
I checked our mail records. I didn't find the email you requested to cancel the order. Did you email us to cancel the order or contact us online service? If the order has not been shipped, you request to cancel the order, we will definitely follow your request.
Your order is shipped on November 14th, although the package is shipped from the US warehouse, it also needs to be transported by logistics,It is impossible to arrive the next day after delivery, please understand!
Regarding the misleading consumption you mentioned, we are not willing to cancel the order for you. You may have misunderstood us.
As a large company, we need to respect the wishes of our customers. If the customer requests a refund and the order is not delivered, we will help the customer cancel it.
Anyway, it is really not what we want to bring you inconvenience. For the price reduction problem, I have already sent a letter to provide you with a solution, I hope to get your reply.
Best regards,
Adene
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