TomTop Group
Reviews and Complaints

I have placed an order for kkmoon wireless wifi camera and my order no is BA17I09B4238-N1TAGL. My card is already charged but you indicated "payment processing". I am not able to understand this. I also don't have any email confirming the order. I tried calling your USA customer care no. There is no one service us. I need to know whether the order is confirmed. Please email at [protected]@hotmail.com
K. Sundara Raghavan

I purchased 2 x Drones from TOMTOP which stated free Shipping to South Africa. I paid via Paypal $2700 . I then after 3 days see that my order is on hold with payment received.I sent many emails to the company with no response.

I then decided to issue a dispute and within a day I get a closure with the excuse that they unable to ship.

The freight was possibly too high, why not give me the option of paying my freight. They do the simplest thing and refund so case closed.

Now multiply this by thousands and you can see the interest earned on the money sitting in there account.

This refund cost me $280 as I had paid in full $2700 and when the money was returned I received less in my currency .

I do understand that currency fluctuations happen but why should I have to be at a loss due to the incompetence of a Company like TOMTOP. It was of no fault of mine .

Today the 07/09/2017 the Drone is still available with the free shipping to South Africa.

I would like my $270 as I in no way contributed to this loss

I'm sorry to ask, but I'm a bit concern about this product, it been 7 day since I order the product and it haven't been shipped yet, here is the order tracking number #[protected] . This is the link to page : https://www.lazada.com.my/?spm=a2o4k.order-details.0.0.CW77YF . However it cannot be open already, it seem that you already delete the page and I assume that the product already sold out . Please contact me as soon as possible . This is my email : raylighte1998gmail.com . Thank You . Also I already attached the billing information .

Never buy from websites, they are not in rush with shipping packages. I placed an order two months ago and it was never shipped. The order status shows it's being processing. till now.
Their customer service doesn't answer. And the only person I had the luck to talk to via live chat said to me to just wait. Great advice. Probably.
So after a week of waiting, I tried to call them again willing to ask for a refund. But suddenly they are unavailable and there are no means to contact them.
I'm out of money. People, never buy from them anything!

It's an action camera I order it at 10 of August and now we have 5 August...how much time does it need to be here.the tracking number say it's still not hit my country.what's going on?in the order status say 7-12 business days...now it's about 20 business days...do it always make so long?will it come or not plz anwer...the tracking number is RB16525757LA

Dear Ladies and Gentlemen,

We have been writing several emails to unfortunately recently always rejected email [protected]@tomtop.com to get either a serious monetary compensation or a replacement of the above stated device as it should be according to E.U. consumer protection regulations.

Please note that ever since our very first email correspondance as it can be
seen in below attached earlier exchanged emails including in pictures the purchase confirmation from you the mobile phone has not
been used any more.

Thank you for your reply and settlement of this concern, we remain,
yours sincerely,
Angelika & Markus VETTER
Lorettoweg 8
A-6890 Lustenau/Austria
Tel.: +[protected]
Mob.: +43 (0) 676 [protected]
email: markus.[protected]@vol.at
markus.[protected]@chello.at

Von: Markus VETTER [mailto:markus.[protected]@chello.at]
Gesendet: Samstag, 12. August 2017 02:26
An: 'Support'
Betreff: AW: RE: claim - sincerely damaged mobilephone (imploded battery pack) - Umi Uyi Super bought from TomTop in February this year (order No.AN17A25Q0407-4T2BM3, Angelika Vetter) - demand for replacement !

Dear Melon,

I know you most likely face this as a new person now in charge for our actually old claim.

To cut the story short (all actually explained by attached previous correspondence when you read it) we have bought from you online two mobile phones on January 25 with delivery beginning of February
This year. One of these mobile phones is an Umi Uyi Super which had by contact mobile device repair service an unfortunately an irreparable technical break down out of our influence as per blown up
Battery inside, and that beginning of June 2016 – documented in correspondence below.

Within such a short time of use consumers in E.U. as we are can claim on capital damages of electronic devices out of their influence by consumer regulations usually either a compensation from seller
by getting a new phone or adequate phone or otherwise a monetary refund. And this is what we actually have been asking for all the time.

To now roll up again everything from scratch – frankly spoken – we get the idea to continuously being fooled. After our refusal for your utmost ridiculous compensation offer of just USD10 we haven’t
heard from you until our recent reminder.

Attached you also find again pictures sent to you earlier around June 12/13. Please kindly take immediate action in the way as worth for a reliable and reputable seller/supplier and for an acceptable
solution in compliance with legal E.U. consumer rights.

Awaiting your news we remain, dear Melon,

Angelika & Markus VETTER
Lorettoweg 8
A-6890 Lustenau/Austria
Tel.: +[protected]
Mob.: +43 (0) 676 [protected]
email: markus.[protected]@vol.at
markus.[protected]@chello.at
angelika.[protected]@chello.at

Von: Support [mailto:[protected]@tomtop.com]
Gesendet: Dienstag, 8. August 2017 03:41
An: markus.[protected]@chello.at
Betreff: Re: RE: claim - sincerely damaged mobilephone (imploded battery pack) - Umi Uyi Super bought from TomTop in February this year (order No.AN17A25Q0407-4T2BM3, Angelika Vetter) - demand for replacement !

Hi customer,
Thanks for your mail.
I am very sorry to hear that pls tell me what can I do to help you?
Best regards,
Melon
---------- Original Email ----------
From：markus.[protected]@chello.at
Time：[protected]:31:59
To：[protected]@tomtop.com
Subject：RE: claim - sincerely damaged mobilephone (imploded battery pack) - Umi Uyi Super bought from TomTop in February this year (order No.AN17A25Q0407-4T2BM3, Angelika Vetter) - demand for replacement !
Dear TomTop Team,

It has been a while since our last email below upon which we have very surprisingly not heard anything at all from you. This is extremely disappointing and ignores anything which a consumer can expect from a reputable seller.

Actually if you supply to consumers in European Union consumers can rely on that you as producers also keep the clear regulations of consumer law protection in this market.

We can assure you that for our own safety the damaged mobile phone since our first claims to you as per attached correspondence has not been used anymore. We here have followed the advice of multiple contacted mobile phone repair services which all refused any repair or replacement of parts. So what is left has been and still is an irreparable total technical breakdown entirely out of our influence (battery blow up) after less than 6 months of use. Due to that repair services recommended unison to get in touch with you as dealer/seller to get a refund or replacement of the unit.

Again consumer protection regulations in the European Union where we live and you sent the early enough claimed mobile phone to allow us to ask for claim settlement in this way.

Anything else like the in particularly your more than cheap trial to put us off with just USD 10 instead of purchasing amount or at least next to that is totally contradictionary to European regulations and could get you in serious troubles in further export an distribution of such devices to the E.U. if we fight this through legal assistance (kindly note that we do have an insurance coverage including such claims as well).

In addition to already earlier sent pictures please find further 2, a bit more detailed pictures showing again that mobile phone (taken June 15, 2017).

Please check again for a proper and serious settlement offer within this week. A further non reply as before we see as craven hide off at your end which will force us to take legal steps immediately.

Awaiting your reply we remain,

Angelika & Markus VETTER
Lorettoweg 8
A-6890 Lustenau/Austria
Tel.: +[protected]
Mob.: +43 (0) 676 [protected]
email: markus.[protected]@vol.at
markus.[protected]@chello.at
angelika.[protected]@chello.at

----------------------------------------------------------------------------------------------------
Von: Markus VETTER [mailto:markus.[protected]@vol.at]
Gesendet: Donnerstag, 15. Juni 2017 00:16
An: 'Support'
Betreff: Re: claim - sincerely damaged mobilephone (imploded battery pack) - Umi Uyi Super bought from TomTop in February this year (order No.AN17A25Q0407-4T2BM3, Angelika Vetter) - demand for replacement !
Wichtigkeit: Hoch

Dear Ladies and Gentlemen,

We and in particularly my wife do not agree to your compensation offer.

Again this phone has just been in use for 4 months since received from you and almost as new.
With the technical error reported the whole phone needs to be replaced according to independent
statements of repair shops.

Your offered USD 10 are simply ridiculous, actually far away from any replacement costs for an
adequate mobile phone. Finally we do not want a monetary compensation but insist on a replacement
with preferrably the same mobile phone or otherwise its succeeding model, otherwise a mobile phone
with same screen size and comparable features.

This is something a consumer can expect from a serious supplier or manufacturer in the situation as
stated by us. Otherwise we see us heavily deceived by consumer right and will have to take legal
steps as we have an insurance for consumer right offences and for legal assistance in such a matter.

We are waiting for your positive reply as regards replacement.

Yours sincerely,
Angelika & Markus VETTER
Lorettoweg 8
A-6890 Lustenau/Austria
Tel.: +[protected]
Mob.: +43 (0) 676 [protected]
email: markus.[protected]@vol.at
markus.[protected]@chello.at
angelika.[protected]@chello.at
--------------------------------------------------------------------------------------------------
Von: Support [mailto:[protected]@tomtop.com]
Gesendet: Dienstag, 13. Juni 2017 04:01
An: markus.[protected]@vol.at
Betreff: Re: Re: claim - sincerely damaged mobilephone (imploded battery pack) - Umi Uyi Super bought from TomTop in February this year (order No.AN17A25Q0407-4T2BM3, Angelika Vetter)

Dear sir,
Sorry for that. this item is out of stock. maybe we can refund you 10 dollars as a compensation, do you agree?
Julie
----------------------------------------------------------------------------------------------------
Von: Markus VETTER [mailto:markus.[protected]@vol.at]
Gesendet: Dienstag, 13. Juni 2017 00:24
An: '[protected]@tomtop.com'
Cc: 'angelika.[protected]@chello.at'
Betreff: Re: claim - sincerely damaged mobilephone (imploded battery pack) - Umi Uyi Super bought from TomTop in February this year (order No.AN17A25Q0407-4T2BM3, Angelika Vetter)
Wichtigkeit: Hoch

Dear Ladies and Gentlemen,

It is just about 4 months ago that my wife has bought the claimed Umi Uyi Super mobile phone.

A battery pack implosion definitely is a capital error which must not happen after this short time
of use. And it is the mobile phone repair shops asking us to contact you as seller to get it replaced.
They do not want to repair it !

Even though this phone may have been discontinued in the meantime we see no possibility to
follow your advice but have to insist on a replacement by a comparable adequate mobile phone
(most likely the latest following model to the one bought) or otherwise a monetary refund.

Awaiting your further favourable news and action we remain,

Kind regards,
Angelika & Markus VETTER
Lorettoweg 8
A-6890 Lustenau/Austria-Europe
Tel.: +[protected]
Mob.: +43 (0) 676 [protected]
email: markus.[protected]@vol.at
angelika.[protected]@chello.at
-----------------------------------------------------------------------------------
Von: Markus VETTER [mailto:markus.[protected]@vol.at]
Gesendet: Sonntag, 11. Juni 2017 21:55
An: '[protected]@tomtop.com'
Cc: angelika.[protected]@chello.at
Betreff: claim - sincerely damaged mobilephone (imploded battery pack) - Umi Uyi Super bought from TomTop in February this year

Dear Ladies and Gentlemen,

Please find attached your email confirmation for some mobile phone to my wife Angelika VETTER
Earlier this year, one of them was the Umi Uyi Super.

You also find some current pictures of the meanwhile severe damage situation taken just now. You
Can see literally the light shining through the by the blown battery pack lifted screen. A mobile phone
Ambulance just had a look without touching the phone and recommended to switch it off to avoid eventual
personal danger.

Please let us know for replacement of this phone.

Kind regards,
Markus & Angelika VETTER
Lorettoweg 8
A-6890 Lustenau, Austria, Europe
mobile: +43 676 [protected] (Markus Vetter)
email: markus.[protected]@chello.at
angelika.[protected]@chello.at

---------- Weitergeleitete Nachricht ----------
Von: TOMTOP
Datum: 25.01.2017 18:13
Betreff: Dear Angelika, Your Order No.AN17A25Q0407-4T2BM3 Have Been Successfully Placed!
An: angelika.[protected]@chello.at
Cc:

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Dear Angelika,
Thanks for your order from Tomtop.com. Your order No.AN17A25Q0407-4T2BM3 have been successfully placed and you can check the status of your order by logging into your account. Once your package has been shipped, we will send you a shipment notification letter with a link to track your order (If there is a tracking number).

Your order information:
Order number No.AN17A25Q0407-4T2BM3
Total Amount EUR 331.72
Order Date [protected]
Shipping address Austria Lustenau Lorettoweg 8
Shipping method Expedited Shipping

Thanks For Choosing Tomtop
If you have any question about us please feel free to contact us with [protected]@tomtop.com
Yours Sincerely,
Tomtop.com
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They claimed that they sent me a replacement for a very awful guitar kit. I built the guitar and the neck was so bad it cost me $170 to make it good. Plus 50 or more hours of work (months because waiting for paint etc to dry). I had to replace electronics too. The worst part is I told them during the eBay period for complaints and they lied that another one was coming and all the "so sorry" BS you get from companies as this. Well they played rope a dope with me so long the eBay return time past me by. So I called eBay they told me to complain to PPAL. SO then Tomtop (Ilastone etc.. many names - shady!) told me when I complained to Pay Pal to SEND THE GUITAR BACK TO THEM. LOL - AFTER ALL MY LUTHER WORK they could get $800 for this guitar now. Oh ok - I'll send it back to Hong Kong. NOT. In NY we call them SHYSTERS.

I placed my order on 8/15/17. Still haven't received my order/refund. I emailed customer support several times only 1 response from Charolette saying that it would ship soon that was on 8/22/17. The order still hasn't shipped. I requested a refund a few days later and I haven't heard anything. At this point Im pissed and all I want is my money back! Order No.BA17H15V5001-IN6NNQ

[protected]@gmail.com.
I placed an order and was told the shipping was free. Later i was asked to pay shipping, i paid shipping. My cubes have not arrived.You have failed to carry out your duty. Should i not receive the goods within 3 more days i will instruct my legal team to take you to court. Paul Greensmith.
1a, Westgarth Gate,
Kirkby Stephen,
Cumbria,
England,
United Kingdom.

Hola, compré esto el 21/7/2017 y no he recibido nada. Me gustaría saber que hay sido de el otro de a mi de mi dinero, ya que ha pasado cerca de mes y y medio y no sé nada, y tengo otros productos a la espera y me gustaría saber si sois una página de fiar o si no debo volver a comprar y cancelar todos los pedidos que tengo en esta pagina. Espero respuesta: [protected]@hotmail.com

Hi,
My order #BN17G27G3756-D8GWVN

The product is a VISUO XS809W drone, was shipped on 28/7/2017, today the 30/8/2017, l received a letter from Indian customs stating that " This drone cannot be allowed into my country and is banned for some legal issues and will be sent back to China within after 7 days from today "
I either want my product or the refund of the product, I must say there is no proper customer service from your side, I tried emailing you but no response, you can respond to me regarding this issue via email : [protected]@gmail.com
Phone :[protected]
Alternate number : [protected]

Hi
Can you please tell me what is going on with order number AN17H21R0826-0IXME7

It still saying processing since Order date: [protected]:08:26

I have sent you a message through your web page and you have not replied.
I then sent you a message on facebook where you tell me they are out off stock to which i replied asking when do expect them back in and maybe could I change for a different android box maybe one that is in stock and you have not replied to this either.
I go on facebook this morning and now you are advertising FOR SALE the exact same decooler android box that I ordered .
Can you please give me an update on this and let me know what is going on ?

The reason I ordered off your site is that you said 7-12 days delivery, it is now 7 days and the order is still processing, also you say your support is very good but I am receiving no positive feedback.
This is not a great start to a first time buyer.

I ordered a drone on the 14th of August. The product status said processing for a week and a half and I checked it in the morning on 23 August 2017 and it still said processing but when I checked it late evening of 23 August 2017 it said its status was refunded. I did not ask for a refund and no money has been refunded. I would still like this product to be delivered. Please can you tell me what is going on.

Hi I ordered a spare battery for my xiaomi mi 4K drone which I also ordered from your company. The drone arrived in the specified time frame, the spare battery however still remains undelivered after 40 days and counting.
I was told it would take between 15/20 days maximum.
Where is it? I can't track this item because the information is vague!
I think I have been patient long enough and would like a refund.
Order number...BA17G20B1640-1763SG
Please respond, I have been reviewing recent complaints and issues posted by other unhappy customers and I must admit it makes for disturbing reading.
Time will tell.

This digital thermometer was ordered June 11/2017and paid for according to my records. I still have not received the goods and not heard from the company what is going on. I have been very patient but enough is enough, not happy . Please tell me what is going on? Can you please at least advise me if the goods were even sent? If the goods wern missing either send another one out or credit my account, this can't be too hard to do ? I wait for your reply. I have just pleased an order with your company yesterday. Please let me know what is going on !

Hi,
I placed an order for a saxophone (Order Number: AN17H17R4138-Y9PS1K) on 17th of August, 2017 via expedited shipping but the order has been stuck under "processing" since 17th. Please assist me with this since I have tried the chat-assistance feature with no proper guidance. I'm very agitated since I have a performance coming up and I ordered this saxophone because it promised decent quality for the price and the shsipping time was also 7 days but it hasn't yet cleared the processing phase, I'm not sure what's happening, PLEASE fix this and send me my order.

Regards,
Faraz

So one month ago I order electronic items from these tomtop.
tracking link did not work, but they manage to send me another information channel..
Now I see one week ago, it says customs has broken the things.
I think they sent broken things, after reading from people how they scam.
I am trying to get refund for money, for a product never used..
Through them I have no hope I feel, but yes, maybe with paypal, cause I used them to pay, and are calling them now...
Lets hope they burn and die forever tomtop [censor]

I ordered two KKMoon IP security cameras from you back in July 26th. I just received them yesterday and when I opened the package I found that they shipped with either European or Asian two pin power adapters rather North American two prong power adapters. Obviously I can't plug them in to North American power outlets and I can't use them if I can't plug them in.

Can you please ship me two of the correct power adapters.

Product information is

CCTV IP Camera
SKU 5435-EU
P/N TP-C537T

My order details are as follows

Order number: BA17G26N3125-X1SJLK
Parcel number: [protected]
Order date: 2017-07-26

My shipping Address is

Don Coley
1055 Evergreen Avenue
Courtenay BC
V9N 6Y1

I had email you a few weeks ago. It was actually just a few days after getting my sons Remote control truck. After 2 days it stopped working. I sent all the information and got nothing back from you all. I am wanting to know what can be done about this. He had already disposed of the box that it was shipped it. But we still have the box that it belongs in. And it's just sitting. If you can please respond back. Boy with a broken heart 💔

hi, I ordered an quadcopter (order no. RF471269785SG) on aug 1 and was hoping to get it within 10-15 days but to my disappointment I am still waiting for it to arrive. I got that that I asked for the super saver shipping but a shipping this late is, I believe, an embarassment for tomtop. I was looking forward to buy more products but after this I will not and I would recommend everybody, at least the ones in india, not to buy from tomtop.