Greg P.

Summary: I recommend you do not buy from Tiomtop.com.

This is my first and only order placed with Tomtop.

I ordered LED par lights form Tomtop.com with US plug specified. What was received was LED par lights with Chinese plug and with added adapters thrown in to convert from UK plug to US plug.

Clearly they were aware they were not sending the ordered US plug because they sent the adapters which would not have been necessary if they had sent the right lights in the first place

The adapters that were sent were incorrect and the packages were delivered in a thin shipping bag with 2 layers of thin soft foam containing 4 small thin cardboard boxes of lights. The boxes arrived damaged, but the lights themselves do not appear to have sustained any cosmetic damage. Bottom line is I did not receive what was ordered and the units will not function in my country (Canada).

I contacted Tomtop customer service. I provided them the order reference number, images of the product received that clearly showed the Chinese plug and the adapters, as well as a screen shot of the order captured from their own website which clearly shows the US plug was specified / documented in the order document. See attached images.

Tomtop customer service responded that I had ordered the Chinese plug version and that it was my fault. This is outright false and they simply chose not to acknowledge their fault in this issue. I resent the photo evidence and requested that they process a refund a provide a pre-paid charge account to return the material.

Tomtop customer service again responded that I had ordered the Chinese plug (second of 3 statements they made about this) and failed to acknowledge their error and provide resolution.

I requested that they forward the issue to their Director of Customer Service for resolution. This request was ignored. They offered a refund but stated that I had to pay for the return of the product and they would refund the money when received.

I have no trust that they will honor that refund since they have yet to acknowledge that the ordered product was the US version and their actions to date have been to deny the claim without substance.

Additionally, I am concerned that they will receive the damaged boxes and deny the claim because they will attribute the damage to the return shipment and not the original shipment where the damage was sustained.

Tomtop's customer service clearly does not have concern for the customer experience, does not acknowledge the information sent by customers, blatantly contradicts the facts, does not provide adequate resolution and the customer is out of pocket additional money to return the products.

At this point, the issue remains unresolved.

My recommendation: If you are considering Tomtop because you think you will save some money off of your purchase price, do not do it! If the order is not as expected, you will not get satisfactory resolution from Tomtop and you will pay more than the discount to resolve the issue. Resolution, if it comes, will be delayed and extremely frustrating. I am still waiting...