TomTop Group
Reviews and Complaints

Tomtop Group, Limited, an online retailer, has garnered mixed reviews from customers. While some customers praise the fast delivery, good quality, and free shipping, others express dissatisfaction with the customer service and product quality. One customer mentioned receiving a faulty mobile phone and facing slow responses from customer support. On the other hand, another customer highlighted the great value and quick delivery of a product. The overall sentiment seems to vary based on individual experiences, making it essential for potential customers to consider both positive and negative feedback before making a purchase.

Order AN18I25P3056-JM38BD
Device: Mobile Phone K7 4GB 64GB
tomtop already said they would pay.
tomtop told me to repair my phone at a local phone shop, and they would pay for the repairs.
Tomtop wrote: If you have purchased accessories at a local repair shop, don't worry, please save the invoice, I will apply with the manager and we will be willing to bear as much as possible.
This process has already been going on for 6 months.

My Oukitel Smartphone cannot be charged anymore, I must pay 30% of the price of the Oukitel Smartphone to post it back, because there is no support in Europe. Tomtop offered me a laughable €5 as partial payment. I recommend everyone to avoid buying products from Tomtop, because of the lack of real guarantee, and lack of any support in Europe!

customercare@tomtop.com
Order AN18I25P3056-JM38BD
If you have purchased accessories at a local repair shop, don't worry, please save the invoice.
We are also very sorry for the bad customer experience due to our colleagues' unprofessional responses.
SMARTPHONE / OUKITEL / K7 4GB 64GB

Don't buy from TomTop.com they could just steal your money, it happened to me!

I ordered an item on their website based on their picture showing what the item could do. When I received it, it could not do what was shown on the picture and in fact the users manual specifically said it could not do it. A clear case of false advertising. I asked TomTop.com for a refund of this low cost (US$9.99) item.
TomTop did not dispute the false advertising but insisted that I must return the item at my expenses and via registered mail. This would have cost more than the cost of the item and they knew it, they even said so to me. However, I was flying to Taiwan 2 weeks later and I decided to take the item with me and mail it to Mainland China from there. The cost was half of the cost of the item so I decided to do it. TomTop sent me the address of their return warehouse to send the item back to and, again, insisted on getting it via registered mail.
As soon as I arrived in Taiwan I went to the post office and mailed it by registered mail (which was 3 times more expensive than non-registered). Delivery was guaranteed by the Taiwan postal system within 7 to 10 days. TomTop had written to me they would refund me upon reception of the item at the warehouse. Within a week, I got confirmation of proper delivery by the Taiwan post office and warehouse staff had signed for it. I told TomTop the item had been deleivered (with proof of it) and I was expecting my refund ASAP. 25 days later I still did not have the refund.
I contacted TomTop and they said they could not locate the item in the warehouse. Then they said I had sent the item to an address they have not used anymore for a while! The item was sent to the address THEY gave me 2 weeks prior to sending it back! They obviously did not want to pay my refund. I confronted them with this and they stopped replying to my emails! I have started a chargeback process with my credit card company and hopefully it will go through as I did not get anything from the money I paid (purchase price plus return shipping cost). TomTop.com just stole my money, period!
If you have too much money you want to waste, go and buy from TomTop.com! If you want an honest company, don't deal with TomTop.com they are NOT honest; there are several other reliable and honest companies available to order from China…

On the 20th December 2018, $51.42 from my bank account and the bank have advised me to contact your company to refund me the amount of $51.42 at soon as possible.

I have no knowledge of this item as I have never ordered from your company. I only know that the above amount was taken from my bank account.

I would be obliged if you would refund the said above amount in the form of a cheque. I await your reply so I can be refunded the amount that was taken from my account without my knowledge.

Scam taken money from my bank account via ebay purchase

My contact no: MB: 0612 [protected]

Fay Cuthbert

My email address is [protected]@yahoo.com.au

I have purchased a is9 "airpods" headset. One of the two earpieces is defect. There is hardly any sound coming and the button on the side can't be pressed. Upon receipt of the item I contacted customer service immediately. They asked me to make a video of me showing the defect and send it via YouTube. So I did. It already starts of annoying, because you have to constantly ask for any progress. They never contact you on their own initiative. It took about 2 weeks for them to tell me that they want to give me a refund. Fine, I thought. So I asked them to give me a full refund (10 euro) and deposit it on my account. The replied with a refund of 3 euro. And then the hassle really took off. On their website it states that DOA is their responsibility and the will pay for the return. Well, not according to Steven from CS. He says if I want full refund I have to send it back and pay for shipping myself. Now the partial refund has already dropped to 2 euro. A few days later, after my complaining, he has come up to 3 Euro again. His argument is that only one earpiece is broken, the other one is working, so a partial refund is sufficient... This method of treating customers really infuriates me. I will never ever buy from them again. I still want my full refund, I have read their own return policy and it states clearly that they have to give me my money back or send a new working product. Either one is good for me.

Plug pin is broken. May be during shipping. No response from support. Product is unusable state. Please refund and take back the product. Very unhappy with your service.

Dear [protected]@gmail.com,
Thank you for shopping on TOMTOP.com.
We are glad to inform you that the goods you ordered have been shipped out. It is on the way to your address!
Order Information:
Order number: BA19H06R4954-201AHC
Parcel number: [protected]
Order date: 2019-08-06
Item Information:
Product name SKU QTY
Portable Mini Electric Handy Air Heater Warm Fan Blower Room Fan Electric Heater Radiator Warmer for Office Home Portable Mini Electric Handy Air Heater Warm Fan Blower Room Fan Electric Heater Radiator Warmer for Office Home H19867EU 1
Tracking Number: UA222962479SE
Tracking Link: http://www.yuntrack.com
Any questions, please feel free to contact customer service at support@tomtop.com or by phone at +[protected].

In April I purchase a RC car for 120.00 when I finally got the car and took out the box. Come find it doesn't work. I sent a them a email about it .they wanted me video the car not working ok. I sent them. One .they email me back saying they. Can't understand what the problem was in the video. Can I sent them another video ok I did . over they kept saying the same thing. I responded and said no video just take back the car and refund my money. The last email I got from them was in June. This is a bad business . they are scammers and to be trusted.

On February 22 I ordered a water proof case for my camera and TomTop charged my PayPal account $210.21. TomTop sent me the wrong model. Through email I receive an address in New Jersey, USA, to return it to and as per the contract I have to pay for the return shipping that cost me $25.05. I sent the package by mail and USPS confirmed the delivery was made on March 18 at 11:30 AM. It is now 4 months later and TOMTOP has continued to refuse to refund my money. I have had 23 emails going back and forth with their "Customer Service". They constantly say wait a few more days or a few more weeks to confirm they received the package. They refuse to send me my refund. I have received no response to my last email I sent 2 weeks ago.
Take my advice and stay away from TomTop ! They are online crooks!

30 LED Solar Motion Lights
I bought 6 Solar Motion Lights from Tomtop, Order AA18K08X5412-EF8I06 andAA18J17M2842-4VP3EB,
One light arrived damaged and 3 other motion lights "exploded" within a month.
These solar motion lights are "fire hazard".There are many reports about them on Google causing Fire.
After many e-mails Tomtop offered to reimburse me at first only $ 5.00, later on increased the offer to $ 12.00. In fact Tomtop gave me NO REFUND at all ! Very dishonest business selling inferior/defective quality solar motion lights, which are "exploding" and a "fire hazard".
Very sad experience indeed.

I was shocked when I opened my account to discover an item that I did not order listed under my name. For the past two years I have asked them to remove it from my account. They have refused to do so. Several Tomtop operators have used distracting tactics to stall the removal. First, they said that I put the order there by mistake. Second, they said that the item is not in their database. Third, they said that they can't delete my account, although I don't want the account deleted, just the item in the account. Fourth, they said that they can't find anything listed inside my account. Fifth, they said that they can't delete the item. Sixth, they said that I ordered the item but failed to pay for it. Seventh, they eventually started avoiding me. Eighth, they responded again but acted as if they didn't know who I am. Ninth, "Steve" responded and then just simply disappeared from any further correspondence with me. Tenth, someone from Tomtop responded and treated me as if I was not known in their database.

I chose the nearest retailer for a cutoff switch on the 16th of march, and expected the switch in about 2 or 3 days. Today is the 30 of march and still no switch. If I knew I was buying it from Singapore we would not be having this conversation. They don't want to understand English when it comes to refunds, they play stupid, which I now attach to anyone being Chinese. Crooks, plain and simple

I bought a product order no. BN18I16E5318-7GSJRN and order date 16-09-2018.
Still product not deliverd and no money refund

I made a purchase in September 2018, at TOMTOP. The product was never delivered to me. The consumer service responded with a lot of courtesy, but they continue to research what happened, without actually bothering to solve the problem. Avoid the website, it's a scam.
Order number No.AN18I23K1108-GFNI9D
Total Amount EUR 68.79
Order Date 2018-09-23 11:11:08
Shipping method Standard Shipping

My order number is AA18K23L4633-V02MWU. And it was written 10 to 20 business day. Still I did not receive this product. And now it is more than 60 days. When I asked my money back, they (customer care) are saying wait more days
And do not want to return my money. Now I am taking legal action. So be careful guys!

I contact our local post office, they did not receive this product.

Original Review (updates are at bottom)
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Fortunately, I used Paypal. I ordered a digital thermometer. After a week, the status was still "in processing" (should have been shipped within 72 hours).

I finally got them to respond and it was total BS - "we are urging the factory to push them out" and asked for 5 more days.

I immediately opened a ticket w/ Paypal and emailed all the Tomtop contacts for a cancellation. Their first response was "hey give us more time why don't you"? Totally unprofessional.

I had to push them several times and open a ticket with Paypal to finally get my refund.

A HUGE WASTE OF MY TIME!

Update (Jan 22)
----------------------
They are still emailing me, trying to get me to remove to modify my review. Too bad - this is what happens when you treat customers badly.

And now, they just keep lying and keep getting caught.

During the purchase, they lied that "they are pushing the factory to hurry on production". Total BS. Now, they are lying that the item is no longer available.

LOL - I have personally spoken with Mastech - a very large company with 30 offices worldwide. The MS6514 is NOT DISCONTINUED in any way.

Now they are also trying to BRIBE ME WITH POINTS. First 200 points, and now 300 points. Basically 100 points = $1 - but only applied up to 30% discount against a purchase.

Oh yeah AS IF I WOULD EVER GIVE YOU ANOTHER CHANCE!

LOL!

Order number No.BA18K30E2423-5F96R8
This is the order number of what I ordered so I hope it helps you understand what the item is that I ordered. these are 6 stage lights and it's evident the the order came from China and it took a month to receive it which was far too long. The first problem is the smallest, the power cord is only about a foot long. The big problem is the the AC connection is something I've never seen before, it is not the standard AC power connection for an outlet. I don't know if it's Chinese connection or European connection. whatever it is you cannot plug this into an outlet or extension. what can I do with these lights. if the shipment to me took a month and the return process takes another month it will nearly spring.
Please help

buying a mobile from you was the worst experience ever, the phone stopped working after a month, I returned it to you and after I didn't hear anything about it, I tried contacting support for more than 14 times, they respond for the first time and after they don't respond, and they don't give a real solution, after they send me the old tracking number used when I purchased the phone in the first time, to act just that they send the phone but it was wrong, so I think that I lost my money and the phone.

I have ordered 6 UV par 12 lights, and 4 orders arrived correctly except the last two came in the same box, except the product inside was part 12 RGB and not UV light. I have been complaining for a week via email to this person called Annie (which seems to be color blind) as she keeps saying it's correct product while the pictures prove it is not. I want a refund on last two items and I'm afraid the other two lights I ordered will also be wrong. It seems to be a mispackage I tomtop warehouse because my friend got exactly the same mistake.

This company steal custumers since so long time! Incredible! Never shop here! Warning! Bandit!
Arnaque! Fuyez! Malheureusement, sur le site français les avis positifs sont faux! Si seulement, j'étais allée sur votre site avant de commander! Ils me livrent la moitié d'un aspirateur à 100e et me demandent d'aller acheter les pièces manquantes!
Après avoir joué avec moi pendant 2 jours en me demandant des bons de livraison, photos, vidéo... Faites les fermer svp!

Hello, I ordered 3 smoke alarms back in August 2018, order number " No.[protected]-[protected]-ZPT  SKU :  S1960. I had problems connectin.g these to the app and after email correspondence I agreed to return them for a refund. The items were returned in September, I have not yet received a refund despite chasing by email.
Please arrange for the refund to be processed.
Thank you,
Lisa.