ComplaintsforTommie Copper
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order with Tommie Copper on 8/22. Two weeks later, there has not been any tracking progress or response from Tommie Copper. The telephone customer service department that they have is rude and unprofessional. Having to place multiple calls and multiple requests for my order to be refunded because they do not prioritize customers. They prioritize the scheme they are operating, which happens to be pitiful. Refund the order that I never received ASAP. Also to remember to train your personnel. Horrible experience!!Business response
09/05/2024
Hello *******,
Thank you for contacting Tommie Copper. Your order was lost in transit due to carrier issue and this refund has been promptly completed as per your call on 09/05 to our customer care department. See the attached return receipt for refund confirmation.
Thank you,
Tommie Copper Support
Initial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Just bought them a month ago and both socks have holes in the heel. My husband and I got them at ******** He needs them and both socks have holes in them.Business response
03/07/2024
Hello *******,
I am sorry to hear of this product experience. Unfortunately, we are unable to exchange for items not purchased through TommieCopper.com as we do not have the same items for sale
In order to receive assistance with this order the retailer from which this item was purchased would need to be visited for further assistance.
If you have any further product specific questions or questions related to TommieCopper.com orders please reach out to us at ************ or ********************************* 9AM-4:30PM EST.
Best,
Tommie Copper Support
Initial Complaint
01/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I order a bra from ***** Copper online. Very soon after I ordered it I realized I ordered the wrong one. I contacted them and ask to cancel the order and they said they could not and the only way to get a refund is to send it back at my expense or refuse the package when it comes. I refused the package on Dec 26 2023. I called them recently to see when I would receive my refund of $61.69 and they told me that the package must have gotten lost or destroyed when it was being sent back to them and I would not receive a refund. I filed a complaint with my credit card company. I should not be responsible for damage to the package that I refused. It was sent by **** and they cannot help me locate the package. I feel that they should refund me the money along with an apology! This is a company I will NEVER do business with again!!,Business response
01/22/2024
Hello ********,
Thank you for contacting Tommie Copper. I do apologize for any inconvenience this may have caused, unfortunately once an order is placed as per our policy we are unable to cancel. However, once this order is confirmed delivered back to us this will be refunded by our returns department within 10 business days. *************************************************************************************************** indicates this is on its way back to us, please monitor tracking to allow appropriate time for this refund to occur. Please note that any initial shipping charges are non-refundable, this order will receive the appropriate refund once delivered back to us. If you have any further questions please let me know.Best,
Tommie Copper Support
Customer response
01/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
01/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Over this past Christmas Holiday I bought a Tommie Copper support Shirt for a family member as a present for $122.00 including shipping. (Order number *******). However the item was to small and a exchange request was initiated through Tommie Copper's system. The returned item was sent back and receive by Tommie Copper on 1/8/24, but to this day 01/18/24 I haven't receive ANY type of response. I have tried calling and emailing them numerous times, but still no answer when calling their customer service ***************), nor any feed back from any email. Resolution I am seeking is a exchange of a Size Medium for a size X-Large. If this too difficult for them, then a full refund.Business response
01/19/2024
Hello ******,
Thank you for reaching out and I am happy to provide an update. We have received your return at our warehouse on 01/08. Thank you for taking the time to send it back to us.
Our team is dedicated to ensuring smooth and efficient processing of exchanges. Please note that it may take up to 10 business days (01/22) from the date of receipt for us to complete the necessary steps for your exchange.
We appreciate your patience and understanding in this process. Once the exchange is processed, well notify you immediately via the email used to place the order. If you have any urgent inquiries or require further assistance, please dont hesitate to reach out to us, *********************************Best,
Tommie Copper Support
Customer response
01/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
12/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
1. Purchased 2 Shoulder Support Bras with zipper ordered on December 10, 2023 and arrived December 18, ******. Amount of purchase $128.96 3. Guarantee is for quality, performance, and fit of all our products. If you are not completely satisfied with your Tommie Coopper purchase or need a different size, on most items, we accept returns and offer free size exchanges within 60 days from your date of purchase. That is what it says for return policy. IT does not say that consumer has to pay the return postage if it is does not fit and they guarantee the fit,..and the size chart was what should fitand it was very flimsy and did not support at all. They insist I must pay to return postage for their misleading advertising on the garment and the fit.4. They have not resolved the problem. I tried to call customer service to talk to a human and was on hold for 20 minutes before I finally hung up. I sent an email and got an automated one back and then they insist I still must pay the shipping to return it.5. The issue is Advertising and quality and fit is not true. It was flimsy and did not support shoulders at all. The size was correct as per their sizing chart but not true to size as it did not fit. It should also not say IF YOU ARE NOT COMPLETELY SATISFIED WITH YOUR TOMMIE COPPER PURCHASE they should add that you are welcome to return the items for a return postage fee by customer. It does not say that.Thank youBusiness response
12/20/2023
Hello,
I am sorry to hear this item did not work out for you. As previously mentioned we are happy to complete a free exchange in this case. However, if you do not wish to keep the product you are responsible for all return shipping costs as per our policy which can be found here ************************************************************. Once a return is will received we will process any refund for the cost of product, if you have any further questions regarding our process please contact us directly.
Best,
Tommie Copper Support
Initial Complaint
12/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I returned two orders totaling $250.I spoke with a representative first explaining the reason for the return( did not fit properly) and that I had misplaced or accidentally discharged the invoice from one of the orders. I was told to only include the order numbers and that I could return both in on return package. I placed each order in the bags they came in with the order numbers attached to the each. I received verification via **** tracking received and accepted by a person. I called three weeks after that date received and was told that yes it was received. Two calls and 3 months later I have not received any response or refund. I have just today completed a complaint through Pay PAL and complaint response was items not returned or destroyed . This company just robbed me a 75 year old with only social security, no **** no pension, living alone and in need of many things. I have cried and lost sleep and can now only pray for the demise of this company.Business response
12/19/2023
Hello ******,
It has been determined you have contacted our customer care department for assistance in this matter. A refund will be issued once we have confirmation that your chargeback cases have been closed the funds will be released back to you.
Thank you,
Tommie Copper Support
Initial Complaint
12/09/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order #******* ($70.86) - retured for size exchange 11/24/23, package was received and acknowledged 11/28/23 by Tommie Copper.Order #******* ($125.74) - order acknowledged by Tommie Copper on 11/24/23. I have not received either of these orders, payment for both orders have clearedall I want is my merchandise.Business response
12/11/2023
Hello *******,
Thank you for contacting Tommie Copper. In regards to order #******* we have received your exchange and it is processing, please note this process can take up to 10 business days **************************************************************************** . This is due to ship tomorrow as the exchange was received 11/28. Tracking for order #******* indicates delivery to the provided address was completed as of 11/30, **************************************************************************************
For more assistance in this matter, please contact our customer care department directly so we may offer solutions.
Best,
Tommie Copper Support
Customer response
12/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:In reference to your inquiry, I have no received the exhange package from Tommie Copper (not surprised) they keep making commitments and nothing.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**********************************
Business response
12/21/2023
Hello,
Both of these orders are in transit to you see tracking below, expected delivery date is 12/20 & 12/23
******************************************************************************************
******************************************************************************************
If you have any further questions please contact Tommie Copper ************* directly.
Thank you,
Tommie Copper Support
Customer response
12/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.o Whom it ***************************************** ************* ******* *** **** ********** ********** ************ ****** **** ****** ** *** ***** *********** ****** **** ************** ******************* ******* ********** ****** *************Merchandise finally received.
***Initial Complaint
10/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought the tommie copper pain relief liquid spray for my carpal tunnel and sprayed it on my arm, not 5 min goes by and my arm is on fire . Washed it over several time . I ended up with second degree chemical burn and ended up in the **Initial Complaint
03/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Got the letter from ********* this week on 12 -2-2021 $152.58 business tommie copper they change their address and phone number ************** and tell me this number ************** . Told my mother I call them to reverse the money back to them and that is a huge lies because they are losing money or try to be like ex-president with his fraud university. If you want the letter please give give your fax number. I want you call or email *** to pretend they are a customer for Flex wrap and how long for the refund too.Initial Complaint
02/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Don't have the transaction number but send it to Tommie Copper on 12-20-2021 and they receive it on 12-23-2021 by their employee name ********, J. at 11am before Christmas 12-25-2021 in **************************. I want my refund back to me soon as possible. They kept avoid the question with me on January through February 23, 2022 it took three months but kept saying they never receive it at all. That is fraud on that company Tommie Copper. This Place was in ******************** **************************, **** ************************************************************************.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
17 total complaints in the last 3 years.
10 complaints closed in the last 12 months.