Worst service ever! Don't waste your time before they do.
Long story long, since it took two month of writing, picking and dropping packages, trying to reach someone, arguing, waiting, being accused....
1. I bought an Exped Synmat Hl Duo M from Twinseasons.
2. I test it at home before planning on going outdoors next spring.
3. The product is damaged, as it leaks air in one chamber (it's a duo/bouble mat).
4. I contacted Twinseasons and was told to send it back to them.
5. I got back to them, to ask for a return label.
6. Instead of getting the product replaced by a new one, it was sent to Exped to get fixed.
7. After 4 weeks I did not hear back from Twinseasons and I write to ask for an updat on the status. NO reply. I ask two more times within the following two weeks, NO reply.
8. I call and was told that the fixed product was sent to another customer, but it has been returned to Twinseasons and will be send to me.
9. I receive it and let Twinseasons know, that I'm not happy about paying a full price for a damaged product which then gets fixed and that I would've prefered a replacement. In the meantime, I blow the potentially repaired mat I just received, before going in bed, to see the next morning that the mat still leaks air from the same chamber.
10. I let Twinseasons know, to then receive this email from them:
Dear Customer,
Thank you for your mail, you can return the product to the address below.
We will send this to the supplier for evaluation, the supplier will see if it is a warranty case.
If the mat is repaired and there is no guarantee, the supplier can charge you, these costs are for you
Because the mat has already been bought and used, we cannot take the mat back once it has been repaired
I hope to be able to help you with this information.
11. From here-on I was not able to send any messages to Twinseasons, as I would receive this message, eversince:
Delivery has failed to these recipients or groups:
Your message wasn't delivered because the recipient's email provider rejected it.
12. I called them for days. I finally reach someone at their shop, who told me she'll take care of this case.
After writing back and forth for more than two months, picking up and dropping packages, and calling... TWINSEASONS reply is this:
Dear David,
I spook with a couple of colleagues and with our supplier.
Our Supplier give us a statement about your case:
"A 'new' mat that leak is always annoying. In fact, this always happens in situations where the customer tests the mat in the house or garden."
"We suspect that the mat was damaged during testing. Especially with a hyper lightweight sleeping mat, minor damage due to a sharp edge, pet, etc. is quickly happened. Like a dent in a new car, this is annoying, but it is not covered by the warranty."
"We regret that the repair was not successful. We always test the mats under pressure for 24 hours before sending them back. It never happens that a mat that has been with us for repair still leaks afterwards. It is difficult to say how this mat is still leaking, but we do take full responsibility for the repair."
We can make a second repair free of charge
We will be helping you , but the only option right now is, that you send back the mat for the second repair session.
Please send me a message of this is okay by you, then I will send you a return label.
Kind Regards,
Twinseasons V.O.F. |
I replied to that, but let you interpret the above message yourself. Just to mention, it was my third light weight mat that I bought, as I do back- and bikepacking.
After that message and two month of hassling, I contacted the EXPED headquarter. Ten days later I received an apology from EXPED and had my money refunded. Yes, I got my money back, but wasted several hours and a hassle over two month, nothing in return to be compensated. Poor service in my opinion, from both Exped and Twinseasons. What an experience and waste of time.
13 April 2022
Unprompted review
