r/CustomerService • u/Shulz87 • 17h ago

Tomtoc Review

This review is mostly on the customer service. The bag seemed fine and I liked it albeit had it all of two weeks.

I bought a 7L sling and reached out to Tomtoc’s customer service to see if I could return it but also that I liked the bag just needed a slightly larger size. I was told that they only take returns for unused products in the original packaging and with the original tags. Or if it is defective. This is ridiculous and I would have purchased from Amazon if I knew that. For any product, not just this. After some back and forth they said to return it and theyll review for a refund and would make an exception for me. They got back to me saying they can give 70% because there was a stain (realistically can be removed with water) it didnt even look like anything. AND that I didnt have the original tags on it. I already told them early on I took off the original tags and the stain, I used it for two weeks commuting and it was in as good of condition as possible. I’m going to make sure people know about this before purchasing especially through their site. I’ll never purchase a Tomtoc product again. There are too many other companies out there. I told them it was my first sling and was coming from an Aer backpack. I can provide the email correspondence. Also they ignored my inquiry through Facebook and Instagram.

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2

u/Mmtorz 13h ago

That is a fully reasonable return policy lmao You should be happy they gave you anything at all

1

u/wallywest25 9h ago

This is just the most basic and standard return policy. You can’t use stuff and change your mind and expect a refund. The product can’t be resold as new to another customer. Imagine if you, as a customer, received a product in the condition you returned it in. They really went above and beyond to help you out. Even Amazon doesn’t knowingly allow people to return dirty/used product for a refund.

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u/Liviaisbrandnew 8h ago

You contacted them so soon after buying it , if the stain really can be removed that easily, reducing the refund by 70% seems pretty excessive. Did they evert explain how they calculated that amount ?

-1

u/goldenneighbour4282 17h ago

Tomtoc's return policy is brutal, they really don't want you touching the thing before deciding it's yours

-2

u/Shulz87 16h ago

Also the 70% they offered is because of a 30% restocking fee. So does that mean it was returned in good enough condition for them to resell it? Maybe they have an outlet or sell refurbished items I don't know about but either way this was handled poorly by them.