Craig V.

The site said 7-10 days, but it turned out to be 27 days. I ordered 4 of the same product. All 4 were defective. Tmart refused to give me a return shipping label. I contacted their Live Support chat website 4 times. None of the representatives had sufficient knowledge of English.

One time I waited more than 45 minutes for a representative and then the system said sorry, no representatives are available. Please try back later.

The next time, a person responded and said they would not send me a mailing label until after they contacted their supplier about the defect, and I should expect an email within 1-2 business days. No email arrived.

The next time, I tried during Chinese business hours and the TMart representative contacted their supplier during the chat, and it was obvious that yes, the products are defective. The TMart representative said they would email me a return label within 1 - 2 business days. No email arrived.

The next time, I explained that I am waiting for a return mailing label, and the TMart representative said my order was delivered and I should contact my post office. (She didn't understand.) I tried again. After a few minutes of silence, she said they are waiting for the supplier's reply before they send me an email. I explained they had already communicated with the supplier. Ten minutes of silence. I asked if she is still there. She said she's looking through the chat history. Ten more minutes of silence. Then she claimed that one of the previous reps may have sent me wrong information and said they need to contact their supplier. I explained again that the supplier has already been contacted. No response for 32 minutes. I ask again why TMart is still waiting. She says, "Sorry, wait a moment, please" "I am asking". After another 16 minutes of silence, I ask "Have you been asking for the past 45 minutes?" No response. Every few minutes I tried again to revive her, but I gave up after another hour of silence.

Apparently they do not give refunds for defective merchandise. They only give you the run-around. Lots of excuses and polite apologies in broken English, but no refund.

UPDATE: The same day I wrote this review, I also initiated a chargeback on my credit card. After I did both of those things, TMart responded to my review (see below) and actually did email me a return label, so I returned the defective merchandise USPS to a location in New Jersey, with tracking number.

Ten days after the returned items were delivered, I still hadn't heard from them or gotten a refund, so I tried their customer service chat AGAIN. The representative told me that I would receive an email and my refund within 12 hours. I did not.

The next day I tried again. The new representative told me the previous representative had made a mistake processing the refund, and promised the same thing within 48 hours.

The next day, I actually got an email from them. It bluntly stated that they are not going to refund my money because I complained to my credit card company.

Hopefully the credit card company comes through for me.

UPDATE 2: TMart has now deleted their original reply to this review and replaced it with yet another lie about refunding my money. Afterward, they sent me a second followup email reiterating that they will NOT refund my money because I asked the credit card issuer to intervene. Luckily, my bank came through for me and the charge was reversed by the bank.