3.8
Companies on Trustpilot can’t offer incentives or pay to hide any reviews.
I know it was outwith the guarantee all I wanted was advice on whether it could be fixed!!!
I purchased a robotic window cleaner from this company and just over a year later it stopped working. I am away for 6 months of the year so the machine actually only worked for 6 months. I have 7 medium sized windows and cleaned then only once a month.
I have tried contacting them 3 times and have never received a reply
I have buy bait boat order No.BA25D15K4616 and I get the package in four days and Always was great Thanks TomTop.
I've got a godox photo flash from tomtop.
It was at a huge discount. But due to my lack of attention during payment process I paid normal price.
Support was very helpful and responsive, they refunded me the overpaid part.
The flash itself arrived in ~14 days (which is reasonably fast) and I didn't pay any additional taxes for it, as advertised.
The parcel was properly tracked. Tracking number was provided in an email and in the order history on the website.
Overall, I find my experience with tomtop to be good. Both in regards to buying stuff and with problem resolution.
"I recently purchased an electric bicycle with order number AA23L28N4727-S9U8XX. Upon receiving the package, I discovered that the battery was damaged and could not be charged. I submitted a video demonstrating the symptoms of this issue. The support team offered a refund of $100. However, repair costs in Poland exceed $200. They declined to provide further compensation and refused to accept the package back. Eventually, they ceased responding to my inquiries. No refund was issued, leaving me with a non-functional bicycle."
China electronics wholesale center: professional manufacturer and wholesaler of vedio games & accessories, apple mp3/mp4 players, cell phones, wedding dresses, security products, electronic gadgets, PC accessories and more.
3.8
17K reviews
Replied to 93% of negative reviews
Typically replies within 48 hours
I know it was outwith the guarantee all I wanted was advice on whether it could be fixed!!!
I purchased a robotic window cleaner from this company and just over a year later it stopped working. I am away for 6 months of the year so the machine actually only worked for 6 months. I have 7 medium sized windows and cleaned then only once a month.
I have tried contacting them 3 times and have never received a reply
Date of experience: March 15, 2025
Reply from Tomtop
Dear Customer,
We sincerely apologize for the frustration caused by your robotic window cleaner . We truly regret to inform you that, as your purchase has been out of the 1-year warranty period in the last year , we’re unable to offer a repair or replacement per our company policy.
We understand your disappointment, As a gesture of goodwill, we’d be happy to provide you with some discount coupon for any future purchases, should you consider giving our products another chance.
Thank you for your understanding, and we apologize again for the inconvenience.
Best regards,
Tomtop customer service
I have buy bait boat order No.BA25D15K4616 and I get the package in four days and Always was great Thanks TomTop.
Date of experience: April 22, 2025
immediate and proper delivery. product excaclty as advirtised. I used it immediatetly and is of good quality
Date of experience: March 14, 2025
"I recently purchased an electric bicycle with order number AA23L28N4727-S9U8XX. Upon receiving the package, I discovered that the battery was damaged and could not be charged. I submitted a video demonstrating the symptoms of this issue. The support team offered a refund of $100. However, repair costs in Poland exceed $200. They declined to provide further compensation and refused to accept the package back. Eventually, they ceased responding to my inquiries. No refund was issued, leaving me with a non-functional bicycle."
Date of experience: April 04, 2024
I've got a godox photo flash from tomtop.
It was at a huge discount. But due to my lack of attention during payment process I paid normal price.
Support was very helpful and responsive, they refunded me the overpaid part.
The flash itself arrived in ~14 days (which is reasonably fast) and I didn't pay any additional taxes for it, as advertised.
The parcel was properly tracked. Tracking number was provided in an email and in the order history on the website.
Overall, I find my experience with tomtop to be good. Both in regards to buying stuff and with problem resolution.
Date of experience: February 06, 2025
I got my purchase much faster than I expected. By the time I got the tracking code, the same afternoon the parcel had been delivered which was kinda funny.
Date of experience: February 10, 2025
Excellent expirience - cheaper than the competition, fast delivery.
Date of experience: February 04, 2025
Date of experience: December 29, 2024
Reply from Tomtop
Dear Customer,
We are truly sorry to hear that you have been experiencing difficulties and feel troubled by the situation.
We would like to remind you that we have previously replied here you multiple times about contacting our customer service via email to request the cancellation of your subscription. Unfortunately, we have not received any emails from you regarding this matter.
We understand that issues need to be resolved. Constructive communication and mutual understanding can help us address your concerns more effectively.
If you still wish to cancel your subscription, please send an email to our customer service team at [support@tomtop.com], and we will process your request promptly.We appreciate your cooperation and understanding.
Wishing you all the best and happy new year.
Best regards,
Tomtop Customer Service
I find the experience with Tomtop excellent as the shipments are spot on, the products correspond to the specs and the communication is very effective.
Date of experience: December 20, 2024
Fast delivery in 4 days out of german warehouse. Package arrived right before Christmas. The toys were porpperly packed. Good job!
Date of experience: December 13, 2024
My experience with Tomtop is only with European warehouses. The shipping is very fast and never had a problem with my orders.
Date of experience: December 10, 2024
I bought a Creality 3D printer. And came very fast to spain about 6 working days. In perfect condition. Thanx!!
Date of experience: November 27, 2024
Received a faulty product. Asked very clearly numerous times for a return address and full refund. Tomtop repeat, 'Our return warehouse is currently undergoing relocation in Hong Kong. So we could not offer new address this moment' and only partial refund amounts. Have now made a claim through Paypal.
Date of experience: November 20, 2024
Reply from Tomtop
Dear Customer,
Thank you for your recent order and we apologize for any inconvenience caused.
We are sorry to hear that you have experienced quality issues with your product. Please do not hesitate to contact our customer service team for assistance.
After thoroughly reviewing your order information, we have initiated a full refund for your purchase. The refund should be processed within the next few business days, and you will receive a confirmation email once it is completed.
We are committed to providing excellent customer service and will work to answer any questions you may have as soon as possible. Please feel free to reach out to us at any time.
Thank you for your understanding and we look forward to serving you better in the future.
Best regards,
Tomtop Customer Service
I ordered ONE item, and tomtop.com delivered TWO items.
Now they are demanding that I pay the shipping costs to return one of the items.
Completely unprofessional!
Not only do I have to go to the post office and return the item that tomtop.com sent by mistake, but they also want me to pay the postage for the return.
The responses you get from "Yeri" & "Faye" are completely absurd; they don't read what you're writing and just follow pre-written templates that are completely unrelated to what happened.
A prime example of incredibly poor customer support.
I will never order here again and urge others to think twice before placing an order with them.
/Lars
Date of experience: November 15, 2024
Reply from Tomtop
Dear Lars,
We sincerely apologize for the frustration and inconvenience you have experienced. We understand your concerns and are committed to resolving this issue.
Upon reviewing your order, it appears that two items were purchased, and both were shipped according to the order details. Our system processes orders based on the items selected at the time of purchase. If you wish to return one of the items, we will need you to cover the return shipping costs. Once we receive the returned item, we will issue a full refund for that item.
However, if you prefer, we can offer a partial refund to resolve the issue more quickly. Our customer service team is here to assist you and ensure your satisfaction. Please feel free to contact them directly for further assistance.
Thank you for your understanding and cooperation.
Best regards,
Tomtop Customer Support Team
Very bad 👎 I have got wrong size sent as 42 , not 40 as orded. I had nightmare to get my money back ,and they have rejected to reimburse my payment du to unclear pictures and videos I placed several times on claims , this is total BS .They took the payment and did not deliver what ordered. Never buy anything from them again, I lost 80 Euro
Date of experience: November 15, 2024
Reply from Tomtop
Dear Customer,
We apologize for the inconvenience you have experienced.
However, we are unable to locate your order. It seems that you mentioned the wrong size being sent, specifically shoes size 42 instead of 40. Please note that we do not sell shoes. Could you please verify if your order was placed on tomtop.com? We have not found any purchase records related to your account.If you continue to experience issues, please contact our after-sales support for further assistance. Thank you for your understanding.
Best Regards,
Tomtop Customer Service
Answer to client's messages!Be HONEST!!!!!!!
I have demanded canceling of the order NO.AN24K09O1232-A7GXH9 before dispatching!,but TOMTOP did not answered to may emails!They dispatched this order,despite that I asked to cancel it!SHAME!I think that they have stealed my money.I will make a criminal complaint if my money were stolen!Warning TOMTOP!!!!!
Date of experience: November 09, 2024
Reply from Tomtop
Dear Customer,
We are very sorry for the inconvenience. Our warehouse operates on a 24-hour shift system for shipping, while our customer service team works during business hours. Since you contacted us over the weekend, there was a delay in our response. By the time we read your message, the order had already been shipped, and our attempts to intercept it were unsuccessful.
Our customer service has offered you solution immediately once we work , please do not worry and keep in touch with the email .
Once again, we apologize for the inconvenience caused and appreciate your patience and understanding. We value your satisfaction as a customer and will do our best to resolve this matter promptly.
Best regards,
Tomtop Customer Service
Great prices! Clear indication of dispaching values.
Date of experience: November 05, 2024
The mini pc I have got from Tomtop does not work. How to get it repared, were can I send back ? How can I get a good one ?
Date of experience: November 05, 2024
Reply from Tomtop
Dear valued customer,
Thank you for your recent order and we apologize for any inconvenience caused. We are sorry to hear that you have had a bad customer experience with us.
Your feedback is important to us and we understand that we need to continuously improve our efficiency in customer service. Please allow me to express my sincerest apologies on behalf of my team.
We have reviewed your order information and have sent a solution to your email. Please confirm your response in a timely manner so we can resolve your issue and ensure your satisfaction.
We are committed to providing excellent customer service and will do our best to solve your problems to your satisfaction. We appreciate your patience and understanding.
Looking forward to your quick reply.
Best regards,
Tomtop Customer Service
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.
