TW Europe customer service is not working!

GTI · 05-12-2009, 12:16 AM

I ordered tennis shoes three weeks ago and they arrived to Finland two weeks ago. I returned them immediately via UPS (30.4.2009) because shoes were too small. I used TW Europe return label arrived with original shipment. On the phone Steve from TW europe promised to ship new smaller shoes as soon as possible.

Now almost two weeks has gone and situation is: I still haven’t receive new shoes or my money back. Worst thing is that TW europe is not answering any of my emails anymore. Why? That’s very POOR CUSTOMER SERVICE. At least they should tell me what is going on?

It makes me very suspicious because not any contact from TW Europe and normal shipment takes 5-7 days between Finland and Germany. I called UPS Finland and they are now tracking down that return shipment. Hoping that UPS and specially TW Europe works this out as soon as possible. I need my shoes or at least money back.

GTI

lemmie · 05-12-2009, 12:20 AM

Terve!
What kind of shoes did you buy?

TW Staff · 05-12-2009, 09:10 AM

Dear GTI,
thanks for your message. Our team checked your request.
Your return has been received in Germany the 8th of may. As Steve
mentioned it to you, our return department (you talked to Christian)
is quite responsive as the new pair of shoes (ASICS) has been shipped
Back to you the same day (the 8th). It is hard to do it faster

Your box is on the way to be delivered at your place. The tracking
number is : 1Z8VR8776896887711 with UPS.
All your emails have been answered by Steve or Christian so that you
should have all the information needed.
Have a great day. If you have any question please email Christian at
return@tenniswarehouse-europe.com or call him directly.
Thanks a lot.
The TW Europe team

GTI · 05-12-2009, 11:11 PM

Thank you for answering. I am very happy that you have send that return now!

But please be honest. If you sent that package right after return was there why didn't you TELL it to me via email? In that case I wouldn't be writing here at forums at all. This forum was my last device to contact you. Whole truth is that you didn't answer any of my emails after that phone call (between 6.5.2009-12.5.2009). Copy of my last email is below:

--------------------------------------------------
Friday, June 8, 2009 12:11 pm
Aihe: Fwd: Re: Tennis Warehouse Europe Order #69xx
Vastaanottaja: contact@tenniswarehouse-europe.com
> Hi,
>
> I think you must have got my return package now. We spoke on the
> phone and you promised to ship Asics Gel Resolution 2
> Men's Shoe (blue) size US 12 to Finland right
> after you get that return.
>
> I need to know when my shoes arrives to Finland. Please answer
> and send UPS tracking code of re-shipment.
>
> Thank you,
> Mika
-------------------------------------------------------

To this day I haven't get any information to my email, you answered only at this forum. So I don't know what to think?

But I am happy my shoes has arriving to Finland now. Hoping you will settle out this case in your company and learn from it for future cases. (as a clarification; original order and shipment was handled very well by TW Europe, only problems was related to return shipment and lack of information to customer).

Have a great warm spring and people enjoy the game named Tennis!

GTI

Automatix · 05-12-2009, 11:43 PM

I sent a couple of e-mails to TW Europe and always received and answer...

Cheers!

GTI · 05-12-2009, 11:51 PM

Nice, you speak some finnish!

As you see my last reply I bought asics gel resolution 2 shoes. Have heard good things and curious to find out how they will fit to me! (Now using slihgtly different barricade V's)

GTI

GTI · 05-12-2009, 11:56 PM

Automatix: What TW email you used? contact@tenniswarehouse-europe.com
or something else? If TW has many of emails isn't it their job to pass it to right person?

GTI

lemmie · 05-13-2009, 12:58 AM

@ GTI
Yes. I know some finnish lines. To bad that I cannot learn the language since we don´t have such courses in the area where I am living. Where in Finnland are you?
How is the finnish spring?

Automatix · 05-13-2009, 06:06 AM

Quote:

Originally Posted by GTI

Automatix: What TW email you used? contact@tenniswarehouse-europe.com
or something else?

Yup, that's the one...

05-12-2009, 12:16 AM	#1
GTI New User Join Date: May 2009 Posts: 7	TW Europe customer service is not working! I ordered tennis shoes three weeks ago and they arrived to Finland two weeks ago. I returned them immediately via UPS (30.4.2009) because shoes were too small. I used TW Europe return label arrived with original shipment. On the phone Steve from TW europe promised to ship new smaller shoes as soon as possible. Now almost two weeks has gone and situation is: I still haven’t receive new shoes or my money back. Worst thing is that TW europe is not answering any of my emails anymore. Why? That’s very POOR CUSTOMER SERVICE. At least they should tell me what is going on? It makes me very suspicious because not any contact from TW Europe and normal shipment takes 5-7 days between Finland and Germany. I called UPS Finland and they are now tracking down that return shipment. Hoping that UPS and specially TW Europe works this out as soon as possible. I need my shoes or at least money back. GTI

05-12-2009, 11:11 PM	#4
GTI New User Join Date: May 2009 Posts: 7	To TW Europe Team Thank you for answering. I am very happy that you have send that return now! But please be honest. If you sent that package right after return was there why didn't you TELL it to me via email? In that case I wouldn't be writing here at forums at all. This forum was my last device to contact you. Whole truth is that you didn't answer any of my emails after that phone call (between 6.5.2009-12.5.2009). Copy of my last email is below: -------------------------------------------------- Friday, June 8, 2009 12:11 pm Aihe: Fwd: Re: Tennis Warehouse Europe Order #69xx Vastaanottaja: contact@tenniswarehouse-europe.com > Hi, > > I think you must have got my return package now. We spoke on the > phone and you promised to ship Asics Gel Resolution 2 > Men's Shoe (blue) size US 12 to Finland right > after you get that return. > > I need to know when my shoes arrives to Finland. Please answer > and send UPS tracking code of re-shipment. > > Thank you, > Mika ------------------------------------------------------- To this day I haven't get any information to my email, you answered only at this forum. So I don't know what to think? But I am happy my shoes has arriving to Finland now. Hoping you will settle out this case in your company and learn from it for future cases. (as a clarification; original order and shipment was handled very well by TW Europe, only problems was related to return shipment and lack of information to customer). Have a great warm spring and people enjoy the game named Tennis! GTI

05-12-2009, 11:43 PM	#5
Automatix Professional Join Date: Aug 2007 Location: Poland Posts: 1,368	I sent a couple of e-mails to TW Europe and always received and answer... Cheers! __________________ You can think I'm wrong, but that's no reason to quit thinking.

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