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.
(worried customer purchase)
I have ordered Led Globes in the past & experienced efficient service & fast postage. I decided to order two wrist watches 2018 with heart reading function.
Months later my order was not received. I sent at least four messages. No response was received by the company until the last one. I was very worried & desperate for Tomtop to resolve my undelivered Items.
Finally I received a response! I was refunded my money straight away.
I may buy products from the store in the future. I'm reluctant to because of my experience with the lack of response from Tomtop customer service.
Tomtop 回复2018-11-07
Dear Peter，
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 have ordered an fake dollar bill last month 24. Its december 1st till now I haven't received anything.. I even texted your customer service.. Till now I haven't received any mails In return. ..whatever is the matter atleast you people can give an important to as customers problem..
BN18J25W3845-3N4JQM..this is my order is..
Pls at least respond back at least now....i need refund
Tomtop 回复2018-11-06
Dear حسين رينشد,
Thank you for contacting us on the order.
I saw that you contacted us by email before, but due to the time difference, we failed to respond in time, please forgive us.
I have checked your order information and provided you with the specific arrival time.
If you have any questions, you can reply to me by email. I will solve the problem as soon as I receive the email.
Regards,
Adene
Sorry to tell , but of several items purchased from Tomtop, few, (but most imprtent items) did not arived at all . Those that arived were o.k
Keeping track on delivery, is not good inough
It's been three weeks since I cancelled my order and I'm asking for refund and I still didn't get my money back. The service is very bad when you have to have your money back. Every time that I contact them they are telling me to wait more and more days. I don't recommend if you are planning to cancel an order and get your money back. My order number is CA18J12A0237-62GQQ7. Very bad service.
Problem solved despite make me very angry to solve.
Tomtop 回复2018-11-05
Dear Phillipe Gori,
I checked your order information, we have already refunded you according to your request, but the refund will take time to review, and then the bank will handle it for you.
I have sent our refund certificate by email, you can view it. If you have any questions, please feel free to contact us.
Best regards,
Adene
Good products and communication but delivery time which TOPTOM has no control over is very slow and should add 28 days to the estimated time of delivery to Europe.
Tomtop 回复2018-11-02
Dear uinsin42,
I am sorry to bring you an imperfect experience.
I checked your order information. Since you chose to ship by ordinary postal parcel, the transportation time will be longer.
It usually takes 20-25 working days to arrive, If you are in a hurry to get the product, I suggest you choose our faster logistics method.
Regards,
Adene
Shocking paid £12 delivery for 3-7 days for an item delivering for specific date,15 days later still no item and according to tracking wasnt even posted till 7 days after purchase.
Tomtop 回复2018-11-01
Dear Joanne Stringer,
I am very sorry that you have not received the order. I understand that you need to use the product on Halloween. We are also anxious to send it to you as soon as possible, but logistics is not something we can control. hope to your understand!
The logistics method you choose, our website says that 3-7 working days is not 3-7 days.
I checked your order logistics information, your logistics is not delayed, the package is in normal transportation, your package logistics display has arrived,
If you can receive it in time, we are very happy, but if you fail to receive it in time, please don't worry, we will provide you with a satisfactory solution.
Regards,
Adene
I received my Item in the time expected which is why I rated two stars. The item I ordered ( Coolbaby RS-34) was not as described. The unit had about half the games advertised. I understand this is a manufacturing issue and not the seller but I believe Tomtop should handle customer service better. I did get a reply from customer service about my issue and was asked to wait seventy-two hours for them to come up with a solution.
I haven't received any messages and I contacted them again nine days later. I resubmitted more detailed information that showed the same issue and I was asked to wait forty-eight hours for them to come up with a solution. Four days later without a response I'm writing this review.
I will order video game electronics from Tomtop again but I dont expect to get what is advertised and I dont expect customer service to be any help.
Tomtop 回复2018-10-29
Dear Lee Gee，
Thank you for choosing our website for shopping.
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 am furious and I'd rather give one star, but at least they tried to help but failed to deliver that help.
I ordered a watch from the site, and after paying with PayPal, the billing address got directly from PayPal to tomtop as shipping address. Now, I'm not even in the same country!!! I contacted customer service who reassured that its correct and I will receive it to the correct shipping address, not my billing address.
Order arrived fast enough, 2-3 weeks, nothing to complain about the speed. But it didnt arrive in the shipping address. So now my package is in another country, signed off by my mother who didn't know that she should just refuse to accept it. And it's going to be more one thirt of the whole value of the watch to ship it correctly ourself.
I did contact customer service who only replied as; you received the package, right? I explained the situation better, and no reply.
Tomtop 回复2018-10-25
Dear Nina Hautamäki,
Sorry for the trouble, I checked your order information, we have successfully modified the address according to your request, we are shipping according to your order address,
However, we are very sorry for the inconvenience, we will make improvements. If the customer contact us to change the address, we will contact the customer again after the modification, and then ship the goods.
For your question, I have contacted you by email and I will try to solve the problem for you.
Best regards,
Adene
Thank you Adene for replying back to me.First what email do I use to
reply back to you with my information? I used the tomtop address you replyed from 2 weeks ago and I had no response. I cant and wont put
my information here.
Tomtop 回复2018-10-25
Dear David,
I really want to help you and solve the problem for you, but you are not an order on our tomtop website.
The email you sent is not received by our tomtop station, and you have not provided me with the order number or email address. I am unable to transfer your question to our ebay colleagues, please understand!
Our ebay platform also has after-sales service, you can contact them directly, if you can't contact ebay service, please provide the order number or email address below the comments, otherwise I can't transfer your question to our ebay colleagues.
Best regards,
Adene
My previous experiences with Tomtop were great; however, this round, I had a bad experience with the delivery. However, after complaining, I received my full refund promptly. I will still continue to shop at Tomtop as I believe human errors sometimes happen.
Tomtop 回复2018-10-24
Dear KG Lim,
Thank you very much for your support and trust in our website. I am sorry to bring you any inconvenience.
For general transportation, we will deliver it in 12-25 working days, However, due to international logistics, logistics will be affected by many factors, not as good as the weather, local customs inspection, etc, logistics will be delayed.
We are not unwilling to bear the loss for your refund, of course we still want you to receive the purchased product, so you will be advised to wait patiently for a while, the parcel will be delivered, if you have been waiting for a long time still have not received , then we can only bear the loss for your full refund, we will be responsible for every customer who buys products on our website.
I am sorry to bring you trouble again. I have not solved the problem for you in time and satisfied you,this is indeed our improper handling. We sincerely apologize to you, I hope you can forgive us.
Best regards,
Adene
I ordered headphones and after a week received email from tomtop I need to buy some extra credits which cost 1 euro to pay extra for shipping bla bla bla... Firstly I thought that was a joke, but they assured me if Im not going to pay extra for shiiping they will cancel my order. I disagreed and now they a week has passed and Im still waiitng for refund.
Be careful with this company.
Tomtop 回复2018-10-23
Dear Andrius Ve.
I am sorry to bring you an unsatisfactory shopping experience.
For you to pay an extra1 euro shipping fee, because the supplier suddenly raises the price of the product and the freight rate rises, in order to consider the user experience, we have already taken most of the expenses, but there are more customers. So we only need you to pay an extra 1euro, please understand.
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 .
Best regards,
Adene
I posted my reveiw on this wanscam solar camera on Oct.10, 2018 about
the camera not excepting a 128gb sd card as advertised. Tomtop replied
on Oct. 11, 2018 and said they would follow up on my quetsion and solve
my problems for me. I emailed tomtop with the email adress they provided
with there response. I provided them with my name and email and I also
let them know I purchased it from tomtop on ebay. Its now Oct. 21, 2018
and tomtop has not followed up with me on my problems with this camera.
I have contacted tomtop several times and they cant help me. As far as the camera goes it works good in the daytime. Its advertised as having night vision. It does not. I cannot see anything at night. If the camera was
under $100. I would purchase 2 more for daytime use only. But since it will not accept a 128gb sd card and the night vision does not work at night , the price tomtop sells them for is too much money.
Tomtop 回复2018-10-22
Dear David,
First of all, we are the tomtop main station, not the ebay website where you purchased the product.
Secondly, I did not receive the email address and order number you provided. We are unable to contact you.
You can reply to me and provide relevant orders under the comments. And the mailbox, I will contact our ebay platform to solve the problem for you.
Best regards,
Adene
FORTH REQUEST !!!! my order # AA18G19S2935-4XI1TH was received and the SENSORS were NOT INCLUDED in the package ??
I CANNOT use this item WITHOUT the SENSORS !!
CAN YOU HELP ME? FORTH REQUEST !!!
Tomtop 回复2018-10-22
Dear Everett,
Thank you for contacting us.
Regarding the receipt of some products missing from the package, can you provide us with a detailed package image by email? We will solve the problem for you as soon as possible after verification.
Looking forward to your early reply!
Best regards,
Adene
Waited 3 weeks to get product ordered and it came in as not a direct repacement that it was advertised to be. Had to spend many hours trying to talk to a human being, Then they wanted more documentation including making a video for them. Finally convinced them of the product deficiency. and days later have not received the promised RMA authorization.
Tomtop 回复2018-10-22
Dear Al White,
Sorry for your problem,
I have checked your previous email records with us. We are not unwilling to provide you with a return address.just returning is a requirement. Returning the product requires the customer to bear the shipping cost and the return time is very long,therefore, we do not recommend that you return the product.
If you return the product because of the wrong product model, we can provide you with the address,
If it is because of our product quality problems, you can provide a video, we will provide you with technical support and solve the problem for you.
Best regards,
Adene
How do I know if my package is on route to my home
Plus the tracking details are in Chinese
Tomtop 回复2018-10-19
Dear Mr.Skull 9，
Thank you for contacting us regarding the order.
You can check the logistics information of the package according to the order tracking number.
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
Nice website found exactly what I wanted for a great price straight away but quite worried as my order has been prosessing for a week now even though it says 2/3 working days and reading the reviews with some people not getting their orders hoping it comes through soon , as I have seen more I would like to get 🤞🏼 ( BA18J10T4617-YJIXUP )
Tomtop 回复2018-10-18
Dear georgia,
Thank you for choosing our website for shopping.
If the product is available, we will process the order within 48 hours and ship it. If the product is out of stock, it will need to wait for the product to arrive before it can be shipped. Customer, our tomtop is guaranteed, please don't worry.
Can you provide your order number or email address? I can check the details of the order for you and send you an email.
Best regards,
Adene
Nice
For while it's going very well but I have not yet recived the order
Tomtop 回复2018-10-16
Dear Jesús,
Sorry to hear that you have not received the order.
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 an item and I didn't receive all the parts and I tried to contact TOMTOP and was never able to contact them. I tried several different ways to contact the and was never able to contact them ??? So that is way I gave 3 stars !
Tomtop 回复2018-10-11
Dear Everett,
I am very sorry that you have not been able to contact us.
Due to the jet lag, if you send us an email, we may not be able to respond to you in time, but we will reply within 24 hours after receiving the email.
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 .
Best regards,
Adene
Hi there, how can conect your sport Center. Actually I ordered something two days ago and also buy your fast shipping but still my order is showing processing, so please send my order on time thanks
orderNumber=BN18I26P0641-5V6JX3
Tomtop 回复2018-09-29
Dear Avneet gill,
I checked your order information. Since the order is being processed in the queue, I have contacted our relevant personnel for you to handle it first. Your order will be shipped soon.
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
Had problems making purchases. They cancel orders if you do not pay immediately. Finally I got that problem resolved. If you have points to use, you must spend $20 or more to use them. They finally fixed all my problems, I do find good values and recommend them.
Tomtop 回复2018-09-29
Dear Alan J Babey,
Thank you for your support, regarding the payment problem, if PayPal pays, it needs to be confirmed twice, otherwise the system will cancel automatically, we can not operate the order,please understand!
Coupons and points use are indeed stipulated. For specific usage, you can click on the following link:
https://www.tomtop.com/help/points-and-coupons.html
I am very glad that your question will be finally solved.
If you have other needs to consult, you can send an email to us at [email protected]. We will reply you within 24 hours after receiving the email.
Regards,
Adene
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