TomTop

I bought a Drone with Tomtop for 191.
This was delivered on time and looked new. But there were already batteries in the remote control. (Retoure?)
When I tested the Drone on the first day, several functions have not worked: The follow me, return to home and the failsafe mode.
The next day I wanted to test the drone again and then write Tomtop because of a change. But there the drone has flown away by itself. She no longer responded to the control, got up and flew away.
After my first mail to Tomtop I received as an answer: "I do not think it is smart for you to write to us."
I asked Tomtop for a new Drone without accessories and cardboard. But they called me stupid and said I lost the drone because of improper use. If I give them more money, they could send me a new one.
After long discusion, I would get a new one for $90. I have agreed and paid for it. Then I got the message from Tomtop again 60 to pay. That was not agreed and I declined.
To date, I have received no replacement or refund. Only shameful reply to my questions. I will give up the total of 250 for the drone with equipment. For me it´s lost. Because Tomtop makes me with his support only angry and disappointed. I am now waiting 18 days, have written over 15 emails and spoke with at least 3 people just at Tomtom but I was not helped. I will never order again with Tomtop and will also advise any of it.
I learned: Order from Tomtop = Your money is lost.

Answer to tomtop:
I dont miss a parcel. Do you read my review? I contact you more than 15 times via email and you dont help me.
This isnt the right adress. Your answer is just for the visitors. I send you the link and you dont answer me. Please dont lie anymore. My order number is: AN17H18W1006-R42ZXE
And please dont publish the adresses of your clients on the internet! Whats wrong with you?

Beware - I paid for 'Duty Free Shipping' at £11.17 and when the item was received, Royal Mail charged a further £11.40 in customs duty. TomTop offered £6 and would not compensate the full amount.
Opened a PayPal dispute however they do not cover postage / customs so dispute was not allowed.
This transaction has cost me £22.57 and TomTop will not refund.
Do NOT trust 'Duty Free Shipping'.
I have been advised to contact Trading standards as it is illegal to charge for a service and for this not to be provided.

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Following is the reply via email and my response - please read for everyones benefit.
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Dear xxxx,

I have seen your question on the website review, I am specifically following up and solving the problem for you.

Thank you very much for your feedback.

I checked your order information, you did pay for the duty-free shipping.

After the customer chooses the tax-free channel, we will bear the tariff, and have already paid you the customs fees, but you are still charged an additional £11, we are sorry for the inconvenience.

As a customer, I understand your feelings very well. I have already negotiated with our supervisor, considering the user experience, we are willing to bear the loss to reimburse you for all customs fees.

Do you accept my proposal, if you accept, can you update the comments to give us a five-star rating or delete the bad reviews on the following website first?

resellerratings.com
trustpilot.com
biz.sitejabber.com

I will request a refund for you immediately after I receive your reply. Please be assured that I will follow up until your problem is solved.
Best wishes,
Adene

My reply...

Thank you Adene for your fast response.

I do appreciate that problems can happen however I have been in communication with TomTop and have had to open a dispute with PayPal. Tomtop had only offered £6 which shows that you did not want to pay me for my loss.

Now that I have posted 'honest' reviews you want to bribe me by offering £11 (which should be £11.40) and in return I have to give you a 5 star review or take the review down. This is against the principle of review sites and also against my principles.

While this practice may be 'normal' in other countries, it is certainly not common practice in mine and I consider it an insult that a company such as TomTop will stoop to bribery.

I have copied this and your email to review sites so others are also aware of your practice and I would hope that other reviewers will follow my lead and show how your company deals with complaints.