TomTop Reviews Summary
Tomtop.com presents a mixed reputation among its customers. On the positive side, many appreciate the competitive pricing and the quality of certain products, particularly when sourced from their European warehouses, which often results in timely delivery. However, significant concerns arise regarding customer service, with numerous complaints about unresponsive support, difficulties in processing returns, and inadequate handling of defective items. Customers frequently express frustration over shipping issues and perceived deceptive practices, leading to a growing sentiment of distrust. Overall, while Tomtop offers appealing deals, potential buyers should be cautious due to the inconsistent customer service experience.
This summary is generated by AI, based on text from customer reviews
I wanted to do a trial order to see how good they were. They would not accept my credit card because it's an American card and I'm staying temporarily in Thailand. I then tried to use Paypal, with which I've never had a problem and they would not accept that for the same reason. Akiexpress takes my card without any problem and Banggood takes my Paypal without any problem.
Security is great, but they appear more interested in playing cop than selling merchandise and it would be impossible to send a gift to someone who did not live at your credit card mailing address.
Tomtop.com Is a Fraud. Still waiting on my merch. I am even having a hard time locating a customer service number. I hate companies like this. You've been warned
Dear Brits K，
I am sorry to bring you an unsatisfactory experience. Regarding your product has not been received, our tomtop has an after-sales service team.
For any questions, you can contact with us as below:
*Email: support@tomtop.com
*Tel: +1 (415) 800-3710
*Facebook Messenger: //www.messenger. Com/t/tomtopfans
Now that I have seen your comment, you can provide your order number or email address, I will follow up and solve the problem for you.
Best regards,
Adene
Best place to buy some good stuff. Fast shipping. Good custumer support. All my order are good package and arrive at time.
The web site was great and easy to use I found my product and got it for a good price and it was sent out within 48 hours after me ordering it
Great app wonderful by experience wide variety of products wonderful loyalty program excellent customer service online help available better buying experience than the eBay app
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.
Dear Mike P，
Thank you for choosing to shop on our website.
Our website has a duty-free shipping channel. If the customer chooses duty-free transportation, we will pay the customs fee for the customer.
The customer will not be charged any additional fees. I am sorry to hear that you are charged an additional £11. Please be assured. I will solve the problem for you.
I have already contacted you by email and provided a solution. Please reply me as soon as possible.
Regards,
Adene
The wait was worth it (package shipped from China) and my Yeelight lightstrip is a fantastic product. This is my first Xiaomi product and I must say it's really well thought. The price on Tomtop was the best at the time (26 - https://www.dealabs.com/bons-plans/ruban-lumineux-yeelight-strip-2m-upgraded-version-*******) and the customer service was quick to answer me by email when needed.
Great experience overall for my 1st order at Tomtop which I highly recommend!
Received in good condition with fast shipment, item worked perfectly, will use your service again. A++++
The product wasn't as described which, it says on their website, entitles me to full or partial refund. I was as reasonable as possible, I messaged customer service who told me I could only get a partial refund if I made four 5 star reviews for them (terrible conduct), I did this and they told me they weren't allowed the refund anymore, offered me LESS coupons which I have to spend $100 to even use, this went on for about 2 months with lots of lying and ignoring my emails throughout. Now I have changed all my reviews to 1 star for obvious reasons and I advise to stay away from this company as much as possible.
Fast delivery and great prices, cant fault them. Wide range of stuff as well at prices much better than uk
Paid for Expedited shipping for the Lemfo 4 Pro. Arrived over three weeks later just to find out it was defective! They haven't responded to any of my emails. Do not order from this company. So far its been a complete waste of time and money!
Dear Akumdi O,
I am sorry to hear that your product does not work after a period of use.
I saw that you sent us an email. We are not refusing to reply to you, but the time difference has not been answered in time. Please understand.
We will reply within 24 hours after receiving your email. We have a clear warranty policy regarding product issues. You can click https://www.tomtop.com/help/return-policy-guarantees. Html,
I have received your feedback, please rest assured, I will follow up and solve the problem for you as soon as possible.
Best wishes,
Adene
I've only bought a couple of things from Tom Top and after one of the items was failed to be delivered I was a little concerned as you hear a lot of bad stories about Chinese sellers. However Tom Top were excellent. Communication was constant and the were very polite. The problem was resolved and a refund given. I would definitely recommend to all and I will be buying again
TOMTOP HAVE A VERY GOOD SERVICE;
MY BUGS CAM WAS WRONG AFTER FIVE WEEKS (BAD COLORS)
TOMTOP SENT ME A NEW ONE FREE
THANK YOU
Used this shopping site for a first time, and happy that I did. Good prices and delivery time, received my parcel in perfect condition in 7 days! Deffo will buy again
Animal deterrent bought on transaction number 1XR*******684S was received FAULTY and never worked.
TomTOP REFUSE TO MAKE A REFUND
Dont buy from them THEY are rouges AND swindlers
Dear ELWYN J.
I checked your order information. The logistics method you choose is the ordinary postal parcel transportation.
The transportation time will be longer and the product is still in transit. We can't apply for a refund for you. Please wait patiently for the product to arrive.
If the product has not been delivered within the expected time, you can contact us and we will provide you with a reasonably satisfactory solution.
Best regards,
Adene
This is the best virtual store I've known! Nice quality products and they have a big stock. Low prices and good service. In case of occurrence of problems employees are not hidden as in other similar shops, and really help to solve a problem. Very much I recommend.
The worst experience ever. I bought a phone which stop functioning and their customer service didn´t reply at all. After having sent many many emails, they offered me a voucher od 10 USD. They refused to repair my phone even though it was still in the guarantee period. When I insisted on repairing in, they stopped replying at all. DEFINITELY NOT RECOMMENDED!
Dear Bara H.,
I'm sorry to bring you a bad customer experience.
About the mobile phone, we have a one-year warranty period, there is a problem during the warranty period, the customer contact us, we will do our best to solve the problem, except for human damage, we can repair or compensate the maintenance cost during the warranty period, if Please provide order information during the repair period of your product. I will contact you after processing the order and handle the problem for you.
This is the warranty policy of our website, you can check the specific information.
https://www.tomtop.com/help/return-policy-guarantees.html
Best regards,
Adene
They seem to have a pattern to hold out with refunds as long as they possibly can, in the hopes that customers simply give up and they can enjoy "free" money AND returned items. In my case, I didn't even receive the goods, it was returned by the parcel service and went back to their warehouse before it ever reached me. They insist I received it (ignoring online tracking clearly showing it was returned) and refuse refund. Looks like I have to do it the hard way and reclaim the money with my CC bank, as PayPal seems to be in on the scam as well...
Dear John M，
I'm sorry to bring you a bad customer experience.
I will follow up on your questions and solve problems for you.
Please is there any possible to update me your order number or email address? So that i can check the details and supply you a solution as soon as i can.
If your product is indeed returned, I will immediately request a refund for you. We will be responsible for every customer and will not let the customer take risks and losses.
Tomtop.com
Very poor customer services selling defective products at low price, you pay for what you get.
Bought a gimbal from them, all was good arrived in good time, tracking ok be it a day or two behind product looked good and worked ok, problem started when using app on first mobile device could not update, use the motion tracking function and virtual joystick of centre, everything else ok
On second much the same all setting reset when you exited the settings
On third device could update but could not calibrated same as others but lost bluetooth connection.
On forth all seemed to work ok but the update function did not work.
I can live with that as I did not buy it for app based usage I bought it for the connectivity.
I then I tried to connect to bike using the 1/4 screw attachment and the one was just a lug and no thread.
Very disappointed as this was the main reason I purchased the item and I had already paid out on a mount for the bike that was a perfect design to hold the gimbal firmly in place and would work a treat.
Contacted tomtop to report the issue and this is where the fun begins you now enter what feels like the twilight zone where the emails just keep going round in circles
First they will tell to just get it fixed or how much to fix.
You say this could damage item.
Then they will offer you refund of £10, you except the refund but then they tell you They will give you a full refund send it back at your cost,
You say that's not financial benefit to me,
They then may up the refund to larger amount you say well thank you,
Then they will tell you that you are covered to send item back,
You say are you paying for that, and how can I trust you will refund me.
They then say email us in 5 days
On looking into what they do this is a common practice to stall as they now probably have seen I have taken it up with paypal and once it goes past the cut off date you are not covered.
My experience is small to some of the horror stories I have read, so do yourself the worry and stress stay as away, far far away and read the reviews.
But dig deep trust pilot shows 4 star but that is what tomtop say.
If this helps to save one person or a few people from making a mistake then I feel Happy
Dear Matthew O.,
We are sorry to bring you a bad experience. Regarding the product problem, our former colleague negotiated a refund of £25 with you and you have accepted it. We have already successfully refunded you.
Have you received the refund or are not satisfied with our proposal?
I have sent you an email and you can reply to me by email.
Best regards,
Adene
Super offerte e ottimo sito molto serio, lo consiglio soprattutto per acquisto droni o componenti anche per macchine fotografiche
About the Business
Tomtop: Online shopping for RC helicopter, RC toys, tablet pc, cell phones, home decor, women dress, cameras, test equipment and sporting goods with a worldwide free shipping!
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Robert R,
Thank you very much for your feedback.
Our website supports credit card payment. In order to ensure the security of both transactions, we need customers to provide relevant information to confirm the order. Please understand!
Have you already placed an order on our website? Can you provide your order number? I will check the order information for you and will contact you as soon as possible to solve the problem for you.
Best regards,
Adene