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Horrible customer service! Ordered two packs of folders, with a quantity of 125 each listed on the website. However, only received 50 folders total (instead of 250)! Eugene, the customer service person/owner, was VERY rude and unwilling to rectify the situation. There was no other quantity listed on the website, so one would assume that the quantity listed applied to the product displayed on the page. However, he said it was my fault for assuming, and that I should have called to verify before placing my order. Their product details were inconsistent at best, and even though it was "my fault", he quickly changed the product details after our conversation. Do NOT order from this company, or you will be sorry!
Thanks Paul for the feedback. Unfortunately, I spoke directly with the CEO of the company and he was the one who was rude and completely unwilling to assist. I might try to follow up with my bank to dispute the charges...good idea!
Eugene, the company owner, is very unprofessional and is not telling the truth here. I will not be disputing the charges with my bank because I have to keep the folders due to the fact that I had already started personalizing them with labels before I realized that I was missing 200 folders. I am also working on a deadline for a client, and the client would rather have 50 than none at all in the near future. So I had to order the remaining 200 folders from another (reputable) supplier.
Eugene never offered to pay for return shipping. He blamed the issue on my "assumptions" even though the quantity was listed right on the page as 125, not 25. He also blamed the wholesaler because they provide the descriptions and details, and then he wouldn't have them contact me. He told me I could contact them, but that they would not talk to me because I didn't have a customer number. I did contact them, and they looked at the Twister Group website, and stated that they recognized and understood the issue I had. While they can't do anything to fix the situation, they said they would contact The Twister Group because Twister's actions would reflect poorly on their wholesale company.
ALSO, about an hour after I wrote my complaint about his company, I started receiving complaints about my OWN marketing company from someone I had never conducted business with. I have been in business for 3.5+ years, and I have never received any complaints or issues from customers. All of my customers have been happy and satisfied. I am almost 100% sure that Eugene was angry about my complaints that I listed here (and with the BBB), so he decided to take revenge and create false accusations and complaints about my company. That is a prime example of what an unprofessional and unethical business person he is.
Actually Rebecca failed to mention that we offered to return the product for FULL refund and even pay for return shipping. Our offer was rejected. Disputing charge while possessing merchandise and unwilling to return it in unused condition would be fraudulent action.
As far as product description, true, it was inconsistent and we updated it promptly which is what we should do. However, we immediately offered assistance with return.
The Twister Group
The whole reply is completely untrue. We did offered to send a prepaid return label. But she refused to return the product demanding that we ship more. The wholesale distributor admitted error in product description and advised to return merchandise which is as reported earlier was rejected by this dishonest buyer who first used the product, then demanded receiving more of it instead of returning.
We did not post any negative info but it seems that hiring this dishonest person to market product or a company would be a big mistake. I'd say that this "professional" is very unethical person.
Yes, 3.5 years is a "huge" experience. We've been in business for 10 years, and while there are some negative comments there and here (no retail company can satisfy everyone), their percentage of upset buyers from over 300, 000 customer is extremely small. Satisfied customer rarely leaves positive review (hardly 1 out of 100) while those dissatisfied will go through hell to rant about their experience often caused by themselves.
We ship orders quickly while offering lowest possible prices. True, mistakes do occur, but always do our best to fix them and work with customers to resolve issues. However, if merchandise has been used we can't really help. It must be unused to return for full refund if claimed to be not as described.
I bought an item from The Twister Group through EBay. They sent the wrong item. When I emailed the company, they asked me to send the picture of my item to a third party email (Which I think is an EBAY policy violation). I received a response telling me the email server was over limit. They stated their email was working fine. Tried again; same thing. I then found that I could send the picture of my wrong item through EBAY in the resolution center. Seller stated it was what I ordered. Then they went back and changed the picture in their add from the one that I ordered to the one I received. I sent them a screen shot of my purchase history that showed the item that I had ordered was different from the one they sent. This seller turned the issue over to EBAY, and someone working for EBAY ruled in the seller's favor. I appealed this case and won. The EBAY person I was talking to during this appeal stated they didn't understand why the case was ruled in favor of the seller in the first place when I had the evidence to prove I was right. I received a refund. I decided to take this further and filed a fraud complaint with EBAY. While talking to the fraud department, they reviewed my email correspondence between me and the seller, my purchase history that showed the picture of the item that I had ordered, the picture of the one I received, the seller's item page where they went back and changed the item's picture, and where the seller asked me to use the third party email. The investigator agreed that there was an issue with this seller, and the person from EBAY that reviewed the original case. EBAY has opened a fraud case and will be investigating this seller and will be investigating the EBAY employee who originally sided for this seller. This seller has sold thousands of items on EBAY, but only has 6 negatives. Apparently when a buyer has an issue with this seller, the seller uses the fake email as the first deterrent, then they will change their item description/ picture to make the buyer look as if their at fault (but the buyer's purchase history is proof). If the buyer pushes the issue, the seller will hand the case over to EBAY customer support, where in my case it was obviously ruled unjustly. This is concerning if this is happening to others. EBAY is also investigating the person who originally decided this case. There could be a conflict of interest here if a customer support employee is in cahoots with this seller. I have enough evidence to prove there is some type of issue. Now when the case decision is in the seller's favor, the buyer can not leave negative feedback to warn other buyers of this unethical and deceptive seller.